Document:

EX-10.30

 Exhibit 10.30 

CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 

MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 2 

DESCRIPTION OF SERVICES 

 CONFIDENTIAL 

EXECUTION VERSION 

CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 
  

 TABLE OF CONTENTS 

 

											
	 1. Introduction
	  	 	1	 
				
		  	 	1.1	 	  	Purpose	  	 	1	 
		  	 	1.2	 	  	References	  	 	1	 
		  	 	1.3	 	  	Definitions	  	 	1	 
		
	 2. Services
	  	 	1	 
				
		  	 	2.1	 	  	Overview	  	 	1	 
		  	 	2.2	 	  	Charges	  	 	1	 
		  	 	2.3	 	  	Operations Manual	  	 	1	 
		  	 	2.4	 	  	Service Categories	  	 	2	 
		  	 	2.5	 	  	Provision of Services	  	 	2	 
		  	 	2.6	 	  	Service Delivery Practices	  	 	2	 
		
	 3. Equipment and Third Party Agreements
	  	 	2	 
				
		  	 	3.1	 	  	Managed Agreements	  	 	2	 
		  	 	3.2	 	  	Assigned Agreements	  	 	3	 
		
	 4. Evolution
	  	 	3	 
				
		  	 	4.1	 	  	Service Delivery	  	 	3	 
		  	 	4.2	 	  	Periodic Review	  	 	3	 
		  	 	4.3	 	  	Support of Evolution	  	 	4	 
		
	 5. Projects
	  	 	4	 
				
		  	 	5.1	 	  	Projects	  	 	4	 
		  	 	5.2	 	  	Work Order	  	 	4	 
		  	 	5.3	 	  	Critical Deliverables	  	 	4	 
		  	 	5.4	 	  	Change Orders	  	 	4	 
		  	 	5.5	 	  	Reprioritization and Cancellation	  	 	5	 
		
	 6. Finance Services – Undertakings
	  	 	5	 
				
		  	 	6.1	 	  	Debt and other Covenants	  	 	5	 

  

			
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 1. INTRODUCTION. 

 

	1.1	 Purpose. This Exhibit describes the Services to be performed for LS&Co. by Supplier pursuant to the
Agreement. 

  

	1.2	 References. References to an Attachment, Appendix, Section or Article shall be to such Attachment or
Appendix to, or Section or Article of, this Exhibit unless otherwise provided. A reference to Exhibit includes a reference to the Attachments and Appendices attached hereto. 

 

	1.3	 Definitions. As used in this Exhibit, capitalized terms shall have the meanings set forth in Exhibit
1. Other terms used in this Exhibit are defined where they are used and have the meanings there indicated. The following terms shall have the meaning set out below: 

 

	 	(a)	 “Assigned Agreements” means the third party agreements, if any, that the Parties agree are to
be assigned to Supplier in connection with the Agreement. As of the Effective Date, there are no Assigned Agreements. 

  

	 	(b)	 “Assignment Date” has the meaning given in Section 3.2.

  

	 	(c)	 “Critical Deliverable” has the meaning given in Section 5.3.

  

	 	(d)	 “Deliverable” means a deliverable (including any material, document, information or data) to
be provided to LS&Co. by Supplier pursuant to the Agreement, including anything that is specified as such in a Work Order, the Transition Plan, a New Services Proposal or elsewhere in the Agreement. A Deliverable may include software,
documentation, manuals, instructions, specifications and requirements or project plans. For clarity, for any Deliverable that consists of Software, Supplier shall provide as part of such Deliverable all source code and Documentation related to such
Software unless expressly specified otherwise by the Parties. 

  

	 	(e)	 “Deliverable Credit” means a credit applied against the Charges as a result of Supplier’s
failure to meet a Milestone, which credit is specified in the Work Orders. 

  

	 	(f)	 “Managed Agreement” means the third party agreements, if any, that the Parties agree are to be
managed by Supplier pursuant to the Agreement. As of the Effective Date, there are no Managed Agreements. 

  

	 	(g)	 “Managed Agreement Invoice” means any invoice submitted by third parties in connection with
the Managed Agreements. 

  

	 	(h)	 “Undertakings” has the meaning given in Section 6.1.

  

	 	(i)	 “Work Order” means a document (substantially in a form and format acceptable to LS&Co.)
that authorizes Supplier’s performance of the services, tasks and responsibilities for a Project. A Work Order shall specify the business requirements of LS&Co., the services, tasks and responsibilities to be performed by Supplier, each
Deliverable and its associated milestone and Deliverable Credit, the Charges to be paid by LS&Co. for Supplier’s completion of the Project and such other items required by LS&Co. 

2. SERVICES. 
  

	2.1	 Overview. This Exhibit describes the Services to be performed for LS&Co. by Supplier pursuant to the
Agreement. 

  

	2.2	 Charges. Supplier shall be responsible for providing the personnel and other resources necessary to
provide the Services, and provide all of the Services within the Base Charges, as such may be varied in accordance with Exhibit 4. 

  

	2.3	 Operations Manual. Supplier shall be responsible for developing and maintaining the Operations Manual.
Supplier shall update the Operations Manual (and provide LS&Co. with a copy of such updated manual) to reflect any changes to the content of the Operations Manual, including changes to the Services and Supplier’s operations. The Operations
Manual shall include: (a) a detailed description of how Supplier will perform and deliver the Services, including describing the activities to be performed; (b) a list, and description of, the Equipment and Software being used;
(c) the policies and procedures applicable to the Services as well as the other standards and procedures of Supplier pertinent to LS&Co.’s interaction with Supplier in obtaining the 

  

			
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Services; (d) reference links to configuration data relating to any supported Equipment; (e) the documentation (e.g., operations manuals, end user guides, specifications) which provide
further details of all activities to be performed by Supplier with respect to Software and Equipment; (f) details on the direction, supervision, monitoring, staffing, reporting, planning and oversight activities normally undertaken to provide
services of the type Supplier is to provide; (g) descriptions of any specific acceptance testing and quality assurance procedures approved by LS&Co.; and (h) the incident management, problem management and escalation procedures. The
Operations Manual shall be suitable for use by the Service Recipients to understand and perform the Services. The Operations Manual shall be in an electronic format and available through a web interface to LS&Co. and all Supplier Staff.

  

	2.4	 Service Categories. For purposes of ease of organization and reference, the Services have been divided
into multiple Service Categories under the Agreement. The Service Categories as of the Effective Date, and the Attachments which set forth the objectives of each Service Category and the Parties’ responsibilities under each Service Category,
are set forth in the following table: 

  

			
	 Attachment
Reference
#
	 	 Service Category

	2.1	 	Human Resource Services
	2.2	 	Finance Services
		 	Information Technology Services
	2.3.1	 	        Network Services
	2.3.2	 	        Deskside Support Services
	2.3.3	 	        Cross-Functional Services
	2.3.4	 	        Server Operations Center Services
	2.3.5	 	        Service Desk Services
	2.3.6	 	        Global Information Security Services
	2.3.7	 	        IT Applications Services
	2.3.8	 	        Test Center of Excellence Services
	2.4	 	Customer Service Services
	2.5	 	Consumer Relations Services

  

	2.5	 Provision of Services. Supplier shall commence the provision of particular Services: (a) when the
associated Transition Milestone identified in the Transition Plan has been completed; or, (b) for Services that are not directly associated with a Transition Milestone, upon the earlier of: (i) the completion of all Transition-related
activities associated with the applicable Service Category; and (ii) the completion of the Transition. 

  

	2.6	 Service Delivery Practices. Supplier shall implement, maintain and comply with the processes, practices,
standards and methodologies applicable to each Service. Without limiting the foregoing, Supplier shall implement, maintain and comply with the specific processes, practices, standards and methodologies that are set out in or incorporated in a
Statement of Work. 

 3. EQUIPMENT AND THIRD PARTY
AGREEMENTS. 
  

	3.1	 Managed Agreements. Supplier shall administer the Managed Agreements and related invoices as specified
in this Section 3.1 and shall comply with all Applicable Terms. Supplier shall provide LS&Co. with reasonable notice of any renewal, termination or cancellation dates and fees with respect to the Managed Agreements.
Supplier shall not renew, modify, terminate or cancel, or request or grant any consents or waivers under, any Managed Agreements without the consent of the LS&Co. Governance Executive. Any fees or charges or other liability or obligation imposed
upon LS&Co. in connection with (a) any renewal, modification, termination, or cancellation of, or consent or waiver under, the Managed Agreements, obtained or given without LS&Co.’s consent as required under the foregoing sentence
or (b) Supplier’s failure to comply with the Applicable Terms shall be paid or discharged, as applicable, by Supplier. Supplier shall: (x) receive all Managed Agreement Invoices; (y) review and seek correction of any errors in
any such Managed Agreement Invoices in a timely manner; and (z) submit such Managed Agreement Invoices to LS&Co. within a reasonable period of time prior to the due date or, if a discount for payment is offered, the date on which LS&Co.
may pay such Managed Agreement Invoice with a discount. LS&Co. shall pay the Managed Agreement Invoices received and approved 

  

			
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by Supplier. LS&Co. shall only be responsible for payment of the Managed Agreement Invoices and shall not be responsible to Supplier for any management, administration or maintenance fees of
Supplier in connection with the Managed Agreement Invoices. LS&Co. shall not be responsible for any late fees and other associated charges, including interest charges, with respect to the Managed Agreement Invoices if Supplier failed to submit
the applicable Managed Agreement Invoices to LS&Co. for payment within a reasonable period of time prior to the date any such Managed Agreement Invoice is due, and in any case, no later than 10 business days prior to the due date of such Managed
Agreement Invoice; provided however that where a Managed Agreement Invoice is provided to Supplier such that Supplier is unable to submit the Managed Agreement Invoice to LS&Co. at least 10 business days prior to the due date, Supplier’s
obligation shall be to work diligently (i) to submit the invoice to LS&Co. as promptly as possible after receipt; and (ii) to obtain an extension to the due date of such Managed Agreement Invoice. If Supplier fails to submit a Managed
Agreement Invoice to LS&Co. for payment in accordance with the preceding sentence, Supplier shall also be responsible for any discount not received with respect to such Managed Agreement Invoice. If Supplier fails to submit any Managed Agreement
Invoice to LS&Co. for payment more than 60 days after Supplier’s receipt of such invoice, Supplier shall be responsible for payment of the entire amount of the invoice (less any amounts properly disputed by Supplier with respect to the
Managed Agreement Invoice), including any late fees and other associated charges, including interest charges; provided that such 60-day period will be extended by the number of days taken by Supplier to have
the third party correct any errors in a Managed Agreement Invoice or to resolve any dispute properly raised by Supplier with respect to that Managed Agreement Invoice; provided further, that in order to obtain such an extension, Supplier must work
diligently in addressing any errors or disputes relating to that Managed Agreement Invoice. 

  

	3.2	 Assigned Agreements. Supplier shall assume all responsibility (including all obligations and
post-assignment liability) for each Assigned Agreement on and from the date that the Assigned Agreement is assigned to Supplier (“Assignment Date”). Supplier shall agree to be bound by the terms of such Assigned Agreement from and
after the Assignment Date. Any modification, termination or cancellation fees or charges imposed upon LS&Co. in connection with any modification, termination or cancellation of, or consent or waiver under, an Assigned Agreement made by Supplier
after the Assignment Date shall be paid by Supplier. If LS&Co. has prepaid any amounts under any Assigned Agreement which apply to obligations to be performed after the Assignment Date, Supplier shall reimburse or credit LS&Co. (at
LS&Co.’s discretion) for such amounts on the first invoice provided by Supplier to LS&Co. after such amounts have been identified. Supplier shall, as of the Assignment Date, pay the invoices submitted by third parties in connection with
each Assigned Agreement and shall thereafter be responsible for any late fees with respect to such third party invoices. 

 4.
EVOLUTION. 
  

	4.1	 Service Delivery. For each Service Category, Supplier shall: (a) perform the applicable Services
using generally accepted processes and methods of service delivery and technology for services similar to such Services, as each of the foregoing is evolved, supplemented, modified or enhanced during the Term; and (b) with LS&Co.’s
prior approval and without additional charge to LS&Co., improve and advance the quality, efficiency and effectiveness of the processes and methods of service delivery and technology to support LS&Co.’s efforts to maintain its
competitiveness in the markets in which it competes and to keep pace with the advancements and improvements that occur during the Term, including adopting processes and methods of service delivery and technology that: (i) Supplier uses in
providing such services to its other customers; (ii) are generally accepted in the industry applicable to such Services; or (iii) are generally adopted in LS&Co.’s industries during the Term. 

 

	4.2	 Periodic Review. Supplier shall meet with LS&Co. periodically, at least once during every 180-day period or as otherwise requested by LS&Co., to inform LS&Co. of any new processes and methods of service delivery and technology Supplier is developing or processes and methods of service delivery
and technology trends and directions of which Supplier is aware that could reasonably be expected to have an effect on LS&Co.’s business operations. 

  

			
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	4.3	 Support of Evolution. Supplier shall: (a) train Supplier Staff in new processes and methods of
service delivery and technology used generally within Supplier’s organization or used generally within Supplier’s industry and approved by LS&Co. for use in the Services; (b) make investments in processes and methods of service
delivery and technology to improve the quality, efficiency and effectiveness of the processes and methods of service delivery and technology and to support LS&Co.’s efforts to maintain its competitiveness in the markets in which it
competes; (c) research and propose reasonable improvements to the Services, and the process and methods of service delivery and technology, to improve the quality, efficiency and effectiveness of the processes and methods of service delivery
and technology and to support LS&Co.’s efforts to maintain its competitiveness in the markets in which it competes; (d) meet with LS&Co. periodically, at least once during every 180-day
period or as otherwise requested by LS&Co., to inform LS&Co. of, and discuss with LS&Co., any new processes and methods of service delivery and technology that could be implemented to improve the quality, efficiency and effectiveness of
the processes and methods of service delivery and technology and to support LS&Co.’s efforts to maintain its competitiveness in the markets in which it competes; and (e) permit LS&Co. to have at least one representative (selected
by LS&Co.) on any advisory board or other group established by Supplier for the purpose of soliciting or obtaining customer input with regard to any investment in the processes and methods of service delivery and technology.

 5. PROJECTS. 
  

	5.1	 Projects. Supplier shall perform Projects as directed by LS&Co. and in accordance with the
Agreement. From time to time, and at LS&Co.’s sole discretion, LS&Co. may request that Supplier perform a Project. LS&Co. may initiate such a request by submitting or otherwise communicating to Supplier the details of the Project
and LS&Co.’s business requirements with respect to a Project. 

  

	5.2	 Work Order. Upon LS&Co.’s request, Supplier shall, at no cost to LS&Co., prepare a draft
Work Order in accordance with LS&Co.’s specified business requirements for LS&Co.’s review; provided however that Supplier may charge for the preparation of a Work Order where the LS&Co. Governance Executive and the Supplier
Governance Executive agree in writing that Supplier may charge for the preparation of an identified Work Order. If revisions are required to a draft Work Order, Supplier shall make such revisions at no cost to LS&Co. and submit the revised Work
Order to LS&Co. for review and approval. A Work Order shall become effective and binding on the Parties only after such Work Order has been executed by both the Parties and no work shall be commenced by Supplier on a Project prior to receipt of
LS&Co.’s approval for such Project. Projects shall be performed on a fixed-price, time-and-materials or other basis, depending on the nature of the Project and
the pricing structure agreed upon by the Parties in the Work Order. No Charges for a Project or expenses shall be payable by LS&Co. under a Work Order unless expressly agreed upon by LS&Co. pursuant to such Work Order. Supplier shall track
the productive hours spent by Supplier Staff performing Project activities in accordance with an agreed upon time tracking policy so that LS&Co. can properly track productive hours spent by Supplier Staff. Any time or resources that Supplier
Staff expend on the Services shall not be billed to LS&Co. as chargeable Project support. 

  

	5.3	 Critical Deliverables. The Work Order shall specify the dates for completion of the milestones and
Deliverables (each a “Critical Deliverable”). If Supplier fails to achieve any Critical Deliverable by the completion date specified for such Critical Deliverable in the Work Order, LS&Co. shall not be required to pay any
portion of the Charge associated with the Critical Deliverable unless and until Supplier’s completion of the Critical Deliverable is approved by LS&Co. If Supplier fails to complete any Critical Deliverable for which a Deliverable Credit is
due by the date specified for such Critical Deliverable in the Work Order, then Supplier shall apply the Deliverable Credit against the Charges. In addition to any Deliverable Credit payable by Supplier in accordance with the Work Order if Supplier
fails to meet the date specified for the Critical Deliverable, Supplier shall not be entitled to any further compensation beyond the agreed to Charge associated with the Critical Deliverable for the additional work associated with completing such
Critical Deliverable after such date. 

  

	5.4	 Change Orders. In the event of any changes to an executed Work Order, including changes to the
description of the applicable Project, or any functional or technical requirements or acceptance criteria, Supplier shall promptly prepare a draft change order that describes such changes to the executed Work Order. Such change orders shall:
(a) reflect LS&Co.’s requested changes; and (b) propose reasonable adjustments, if any, to the schedule and delivery dates described in the applicable Work Order, the date by which each Deliverable is to be completed, if
applicable, and the estimated or fixed fees for the applicable Work Order. LS&Co.’s request for such draft change orders will not affect the Work Order until the change order has been executed by LS&Co. If LS&Co. accepts a draft
change order, the Parties shall execute such change order and the Work Order to which it relates will be amended accordingly. 

  

			
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	5.5	 Reprioritization and Cancellation. Supplier acknowledges and agrees that LS&Co. has the right, in
its sole discretion, to reprioritize, stop or suspend any Project at any time upon informing the Supplier Governance Executive. LS&Co. shall not be obligated to pay Supplier any additional compensation associated with stopping or suspending a
Project, except to the extent that LS&Co. agrees in advance and in writing to cover specific and identified costs that are directly related to a temporary suspension of a Project (such as agreed-to lease
charges, and wages for Supplier Staff that Supplier is unable to temporarily reassign during the period of any delay), and provided that such costs shall not exceed any cap agreed to by the Parties. Supplier shall stop performing the Project work in
an orderly manner as of the date specified by LS&Co., and Supplier shall only be entitled to charge LS&Co. for actual performance provided by Supplier for chargeable Project work up to the date specified in LS&Co.’s notice.

 6. FINANCE SERVICES – UNDERTAKINGS. 

6.1 Debt and other Covenants. With respect to Supplier’s performance of the Finance Services set out in the applicable Statement of
Work (and such other applicable Services) and without limiting Supplier’s other obligations under this Agreement, Supplier shall perform the Services in compliance with all of the undertakings of LS&Co. in any financial instrument,
financial covenant or other similar undertaking of LS&Co. as such undertakings are communicated to Supplier from time to time (including any ABL credit agreement, ISDA agreement with bank counterparties or bond indentures) (the
“Undertakings”). Supplier shall perform the Services as necessary to keep LS&Co. in compliance with the Undertakings; except that, to the extent that Supplier is required to perform obligations above and beyond those specified
in the applicable Statement of Work, such that Supplier would be required to incur material additional costs or an increase in a material manner to the Supplier Staff beyond, in each case, that which is ordinarily used or incurred by Supplier to
provide the Services, then Supplier may, in accordance with the Contract Change Process, request that LS&Co. pay the incremental costs related to such material increase. Without limiting the foregoing, Supplier shall, with respect to the
Undertakings: (a) support all debt related reporting requirements and needs; (b) participate in, and assist with, periodic and ad-hoc audits of accounts receivable and inventory; (c) provide to
LS&Co. such financial information of LS&Co. as is required by the applicable admin agent, trustees and paying agents (including creating documents in the form and format, and containing the information, specified by LS&Co. or the admin
agent, trustee or paying agent); (d) support restrictions related to intercompany transactions; and (e) support regular audits of LS&Co.’s supply chain from SKU to standard cost (which may require access across multiple systems). 

  

			
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CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

MASTER SERVICES AGREEMENT* 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 2 

DESCRIPTION OF SERVICES 

ATTACHMENT 2.1 

DESCRIPTION OF SERVICES – HUMAN RESOURCE
SERVICES 
  
  

 

	*	 Certain information in this exhibit has been omitted and filed separately with the Securities and Exchange
Commission. Confidential treatment has been requested with respect to the omitted portions marked with [****]*. 

  

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

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 TABLE OF CONTENTS 

 

							
	 1.
	 	INTRODUCTION	  	 	1	 
	 2.
	 	EMPLOYEE RELATIONS	  	 	1	 
	 3.
	 	LEAVE ADMINISTRATION	  	 	4	 
	 4.
	 	EMPLOYEE DATA MANAGEMENT	  	 	6	 
	 5.
	 	BENEFITS ADMINISTRATION	  	 	7	 
	 6.
	 	RECRUITMENT	  	 	11	 
	 7.
	 	COMPENSATION ADMINISTRATION	  	 	15	 
	 8.
	 	PERFORMANCE MANAGEMENT	  	 	17	 
	 9.
	 	OFFBOARDING	  	 	18	 
	 10.
	 	HR HELPDESK	  	 	20	 
	 11.
	 	HRIS	  	 	23	 
	 12.
	 	HR LANGUAGE SUPPORT	  	 	26	 

  

			
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 1. INTRODUCTION. 

Purpose: This Exhibit describes the Services to be performed for LS&Co. by Supplier pursuant to the Agreement.References: References to an
Attachment, Appendix, Section or Article shall be to such Attachment or Appendix to, or Section or Article of, this Exhibit unless otherwise provided. A reference to Exhibit includes a reference to the Attachments and Appendices attached
hereto.Definitions: As used in this Exhibit, capitalized terms shall have the meanings set forth in Exhibit 1. Other terms used in this Exhibit are defined where they are used and have the meanings there indicated. The Services to be provided
by Supplier to LSA, LSE, & AMA under this Agreement are categorized into the following Processes: 
  

	 	•	 	 Employee Relations 

  

	 	•	 	 Leave Administration 

  

	 	•	 	 Employee Data Management 

 

	 	•	 	 Benefits Administration 

 

	 	•	 	 Recruitment 

  

	 	•	 	 Compensation Administration 

 

	 	•	 	 Performance Management 

 

	 	•	 	 Off boarding 

  

	 	•	 	 HR Helpdesk 

  

	 	•	 	 HRIS 

Without limiting Section 3.1 of the Agreement, the Services include (a) the services, functions and responsibilities described
in this Attachment; and (b) the services, functions and responsibilities identified in the roles and responsibilities matrices contained within this Attachment for which Supplier is responsible (i.e., those Services which have an
“✓” in the column labeled Supplier). 
 Without limiting the obligations in this Attachment or elsewhere in the Agreement,
Supplier shall, at its sole cost and expense, use its best efforts to obtain and maintain certified solution partner status for Workday applications (and any other Workday related certifications that are necessary for Supplier to provide any
Services related to Workday). In addition, Supplier shall expeditiously onboard to the account, and in any event by no later than April 1, 2015, 3 technical specialists (the cost and expense for which are within the Charges) and 4 functional
specialists for Workday (the cost and expense for 1 such specialist during the Transition Period being within the Charges) who shall be available at the LS&Co. Service Location specified by LS&Co., and such positions shall form part of the
LS&Co. account for the Term. The Parties shall discuss and mutually agree any increases to the Charges to reflect the addition of such 3 functional specialists during the Transition Period and the retention of all 4 functional specialists on the
account for the duration of the Term; provided, however, that the rate applicable to any such specialists charged to LS&Co. shall not exceed [****]* (subject to any reasonable
yearly adjustments agreed to by the Parties to reflect changes in resource costs; provided that no such adjustment shall be effective until the expiration of Contract Year 1). In addition, where agreed to by LS&Co., Supplier shall be entitled to
charge travel and lodging related expenses on a Pass-Through Expense basis (and subject to the requirements in Exhibit 4) with respect to any functional specialist who is required by LS&Co. to travel to a LS&Co. Service Location in
order to perform their duties. 
 2. EMPLOYEE RELATIONS. 

Supplier will be responsible for performing the Employee Relations (ER) Process. The Employee Relation Process consists of a comprehensive set
of integrated functions and responsibilities that constitute support for, or relate to resolution of, employee grievances, address disciplinary and performance situations, and provide coaching to managers in connection with LS&Co.’s
business, including the Supplier principal activities set forth in the following table. LS&Co. will support Supplier’s performance of the Employee Relation Process by performing the LS&Co. principal activities set forth in the following
table. 

  

			
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	 No.
	  	 Principal Activity
	  	Supplier	  	LS&Co.
	 	  	 	  	LSA	  	LSE	  	AMA	  	LSA	  	LSE	  	AMA
	2.1	  	Employee Relations	  		  		  		  		  		  	
	2.1.1	  	Provide operating standards and procedures to aid Supplier in case resolution (i.e. policies, investigation methodology, appropriate remedies, tools, templates etc.)	  		  		  		  	✓	  	✓	  	✓
	2.1.2	  	Develop ER training materials based on the guidance provided by LS&Co. to train Supplier’s staff on LS&Co. ER policies, processes and protocols.	  	✓	  	✓	  	✓	  		  		  	
	2.1.3	  	Approve training material.	  		  		  		  	✓	  	✓	  	✓
	2.1.4	  	Provide trained ER subject matter experts with LS&Co. policies, processes and controls to respond to issues and inquiries and escalate to LS&Co. ER as required.	  	✓	  	✓	  	✓	  		  		  	
	2.1.5	  	Provide ER subject matter experts to provide assistance and guidance to Supplier’s ER staff. Define policies and procedures for escalation.	  		  		  		  	✓	  	✓	  	✓
	2.1.6	  	Based on LS&Co. input, define process and channels for which cases are handled by vendor and which are escalated to LS&Co.	  		  		  		  	✓	  	✓	  	✓
	2.1.7	  	Approve escalation process.	  		  		  		  	✓	  	✓	  	✓
	2.1.8	  	Leverage Supplier’s experience in the ER arena to create supporting documents which may be provided for internal Supplier use or to the LS&Co. HR team to facilitate the resolution of the ER issue.	  	✓	  	✓	  	✓	  		  		  	
	2.1.9	  	Review, tailor to company-specification, and approve ER supporting documents created by Supplier	  		  		  		  	✓	  	✓	  	✓
	2.1.10	  	Establish initial input and provide periodic input for case handling guidance.	  		  		  		  	✓	  	✓	  	✓
	2.1.11	  	Adhere to case handling guidance.	  	✓	  	✓	  	✓	  		  		  	
	2.1.12	  	Adhere to operating standards and procedures for case resolution.	  	✓	  	✓	  	✓	  		  		  	
	2.1.13	  	ER subject matter experts conduct initial probing to determine nature of the case and apply case referral protocol as agreed.	  	✓	  	✓	  	✓	  		  		  	
	2.1.14	  	Provide managers and employees with agreed upon ER consultation services, including investigation, discovery, recommendations and coaching and case management in accordance with LS&Co. HR policies, legal requirements,
established ER practices, and in consideration of Business strategic priorities as agreed for the topics: Performance management and coaching, Misconduct, Interpersonal conflicts, Harassment, Terminations for Cause and Not for Cause (including
transaction processing as agreed), Absenteeism, Addressing underperformance, Working environment, Workplace accommodations, Employee grievances/complains, Other manager and employee grievances, performance issues, and/or disciplinary actions	  	✓	  	✓	  	✓	  		  		  	
	2.1.15	  	Communicate case-specific updates to employees or managers who initiated the ticket with timing agreed to with LS&Co.	  	✓	  	✓	  	✓	  		  		  	
	2.1.16	  	Identify opportunities and suggest recommendations and actions based on industry best practices	  	✓	  	✓	  	✓	  		  		  	
	2.1.1.17	  	Review and approve suggested recommendations to be part of process manuals	  		  		  		  	✓	  	✓	  	✓
	2.1.18	  	Approve recommendations to be a part of procedure manual	  		  		  		  	✓	  	✓	  	✓
	2.1.19	  	Seek LS&Co. ER support or consensus when non-standard solutions are recommended or as required, as agreed to with LS&Co.	  	✓	  	✓	  	✓	  		  		  	
	2.1.20	  	Respond to requests from Supplier ER subject matter experts in regard to case resolution support or required consensus, as agreed to with LS&Co.	  		  		  		  	✓	  	✓	  	✓
	2.1.21	  	Provide case management of employment related legal claims.	  		  		  		  	✓	  	✓	  	✓
	2.1.22	  	Provide available historical case documentation and employee historical data that relates to legal demands as directed by LS&Co.	  	✓	  	✓	  	✓	  		  		  	

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 No.
	  	 Principal Activity
	  	Supplier	  	LS&Co.
	2.1.23	  	Create template design documents for written correspondence associated with the ER function and direct Supplier ER SMEs on the use of templates.	  		  		  		  	✓	  	✓	  	✓
	2.1.24	  	Utilize templates as directed and tailor as needed for written correspondence	  	✓	  	✓	  	✓	  		  		  	
	2.1.25	  	Suggest modifications to template design that arise during the course of business.	  	✓	  	✓	  	✓	  		  		  	
	2.1.26	  	Approve created template designs and any modifications thereafter.	  		  		  		  	✓	  	✓	  	✓
	2.1.27	  	Establish mitigation strategies to address ER case trends and root causes.	  		  		  		  	✓	  	✓	  	✓
	2.1.28	  	Provide workshop facilitation on ER topics as directed by LS&Co.	  	✓	  	✓	  	✓	  		  		  	
	2.1.29	  	Provide standard reports as agreed.	  	✓	  	✓	  	✓	  		  		  	
	2.1.30	  	Provide custom and ad hoc reports as appropriate	  	✓	  	✓	  	✓	  		  		  	
	2.1.31	  	Identify, analyse and implement opportunities to drive continuous improvement and improve efficiency	  	✓	  	✓	  	✓	  		  		  	
	2.1.32	  	Share all regulatory and government updates with LS&Co gathered through best practice sharing sessions	  	✓	  	✓	  	✓	  		  		  	
	2.1.33	  	Collaborate with LS&Co. to make the required process or documentation change based on the regulatory and government updates	  	✓	  	✓	  	✓	  		  		  	
	2.2	  	Case Management	  		  		  		  		  		  	
	2.2.1	  	Identify and report ER case trends and root causes to LS&Co. as agreed and provide recommendations and actions for improvement.	  	✓	  	✓	  	✓	  		  		  	
	2.2.2	  	Develop and/or refresh annually the escalation protocol to determine incident handling response (which calls go immediately to Supplier ER specialist for handling)	  	✓	  	✓	  	✓	  		  		  	
	2.2.3	  	Approve the annual escalation protocol framework	  		  		  		  	✓	  	✓	  	✓
	2.2.4	  	For open employee relations cases, review files of Supplier and work with LS&Co. to determine previous leaves and employee relations cases that may impact current case. Ensure final recommendation takes into account previous
leaves and employee relations cases as appropriate	  	✓	  	✓	  	✓	  		  		  	
	2.3	  	Disability and Recovery Support (DRS)	  		  		  		  		  		  	
	2.3.1	  	Lead resolution of less complex requests for accommodations based on agreed guidance from LS&Co. for employees with disabilities.	  	✓	  	✓	  	✓	  		  		  	
	2.3.2	  	Respond to escalations regarding accommodation issues related to LS&Co. employees with disabilities.	  		  		  		  	✓	  	✓	  	✓
	2.4	  	Employment Corrective Action	  		  		  		  		  		  	
	2.4.1	  	Establish corporate policies regarding corrective actions.	  		  		  		  	✓	  	✓	  	✓
	2.4.2	  	Counsel LS&Co. managers on corporate policies and applicable legal implications related to corrective actions.	  	✓	  	✓	  	✓	  		  		  	
	2.4.3	  	Counsel LS&Co. managers (for escalated cases) on corporate policies and applicable legal implications related to corrective actions.	  		  		  		  	✓	  	✓	  	✓
	2.4.4	  	Manage the corrective action process.	  	✓	  	✓	  	✓	  		  		  	
	2.4.5	  	Manage corrective action process for escalated cases.	  		  		  		  	✓	  	✓	  	✓
	2.5	  	Internal or External Charge Investigation and Resolution	  		  		  		  		  		  	
	2.5.1	  	Complete investigation and/or manage vendors as required.	  		  		  		  	✓	  	✓	  	✓
	2.5.2	  	Work with outside counsel and coordinate responses.	  		  		  		  	✓	  	✓	  	✓
	2.5.3	  	Participate as needed in settlement resolution process.	  		  		  		  	✓	  	✓	  	✓
	2.5.4	  	Provide available employee data to assist LS&Co. in responding to internal or external charge cases in accordance with Agreement.	  	✓	  	✓	  	✓	  		  		  	
	2.6	  	Legislative Updates	  		  		  		  		  		  	
	2.6.1	  	As legislative changes with respect to employment and labor law occur, provide input into required revisions and changes to templates and processes.	  		  		  		  	✓	  	✓	  	✓
	2.6.2	  	Coordinate revisions and changes to templates and processes as agreed with LS&Co.	  	✓	  	✓	  	✓	  		  		  	

  

			
	LS&Co. – Attachment 2.1 – Description of Services – Human Resource Services	  	Page 3

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CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 No.
	  	 Principal Activity
	  	Supplier	  	LS&Co.
	2.6.3	  	Provide available employee data to assist LS&Co. in responding to legislative changes.	  	✓	  	✓	  	✓	  		  		  	
	2.7	  	Unemployment Insurance/Compensation Claim Dispute Process	  		  		  		  		  		  	
	2.7.1	  	Manage, investigate and protest unlawful dismissal claims as needed (data support to be provided by Supplier).	  		  		  		  	✓	  	✓	  	✓
	2.7.2	  	Any data support for social & compliance audits or external audits / legal cases.	  	✓	  	✓	  	✓	  		  		  	

 3. LEAVE ADMINISTRATION. 

The scope of the Leave Administration services will be to provide all Leave related administrative support to all LS&Co. employees. 

 

															
	 No.
	  	 Process Steps
	  	Supplier	  	LS&Co.
	 	  	 	  	LSA	  	LSE	  	AMA	  	LSA	  	LSE	  	AMA
	3.1	  	Leave Policy and Communication	  		  		  		  		  		  	
	3.1.1	  	Develop leave policies.	  		  		  		  	✓	  	✓	  	✓
	3.1.2	  	Develop leave communications content (regulatory, policy, and procedures) to include updates to Leave Packets.	  		  		  		  	✓	  	✓	  	✓
	3.1.3	  	Maintain the leave communication packets by making ordinary content updates as directed by LS&Co.	  	✓	  	✓	  	✓	  		  		  	
	3.1.4	  	Approve changes to leave communication packets	  		  		  		  	✓	  	✓	  	✓
	3.1.5	  	Assist with development of leave communications by providing input (subject matter expertise regarding legal and industry best practices) to LS&Co. proposed communications material.	  	✓	  	✓	  	✓	  		  		  	
	3.1.6	  	Provide information and forms/documentation to LS&Co. associates regarding leave policies.	  	✓	  	✓	  	✓	  		  		  	
	3.1.7	  	Identify, analyse and implement opportunities	  	✓	  	✓	  	✓	  		  		  	
		  	to drive continuous improvement and improve efficiency.	  		  		  		  		  		  	
	3.1.8	  	Share all regulatory and government updates with LS&Co gathered through best practice sharing sessions	  	✓	  	✓	  	✓	  		  		  	
	3.1.9	  	Collaborate with LS&Co. to make the required process or documentation change based on regulatory and government updates	  	✓	  	✓	  	✓	  		  		  	
	3.2	  	Leave/ Administration (including Short and Long term Disability)	  		  		  		  		  		  	
	3.2.1	  	Establish eligibility guidelines for leaves related to specific Company leave policies.	  		  		  		  	✓	  	✓	  	✓
	3.2.2	  	Provide data entry, verification, record keeping, contact center support and fulfillment support for all leaves. Including but not limited to the following:	  		  		  		  		  		  	
		  	• Review leave requests for consistency with leave policies Administer leave program within documented guidelines Process approved and denied leaves	  		  		  		  		  		  	
		  	• onitor leaves for adherence to LS&Co. policies (e.g. regulatory practices, pay practices) and take action to correct any discrepancies	  		  		  		  		  		  	
		  	• Tracking and invoicing of premium billing notices and reconcile premium payments received with what was billed	  	✓	  	✓	  	✓	  		  		  	
		  	• Track and collect premiums from employees who have not submitted payment for coverage that is not covered by LS&Co.	  		  		  		  		  		  	
		  	• Initiate and administer return from leave process	  		  		  		  		  		  	
		  	• Provide status updates to Human Resources contacts as designated by LS&Co.	  		  		  		  		  		  	

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

																					
	 No.
	  	 Process Steps
	  	Supplier	  	LS&Co.	 
		  	• Administer the Leave Exhaustion process	  		  		  		  				  				  			
		  	• Reconciling absence management with leave (where systems/time tracking is done) prior to monthly payroll	  		  		  		  				  				  			
		  	• Provide leave details to payroll for terminations/severance	  		  		  		  				  				  			
		  	• Provide data for statutory updates to relevant stakeholders	  		  		  		  				  				  			
	3.2.3	  	Determine and communicate to employees eligibility for requested leave based on Company leave policies.	  	✓	  	✓	  	✓	  				  				  			
	3.2.4	  	Escalate any leave requests that fall outside of guidelines to LS&Co.	  	✓	  	✓	  	✓	  				  				  			
	3.2.5	  	Provide final decision on approval or denial for leave requests that fall outside of Company leave policies.	  		  		  		  	 	✓	 	  	 	✓	 	  	 	✓	 
	3.2.6	  	Track leaves usage.	  	✓	  	✓	  	✓	  				  				  			
	3.2.7	  	Work with other in-scope teams to determine if there are implications to other work streams (employee relations, etc.) that could be impacted by employee being on leave.	  	✓	  	✓	  	✓	  				  				  			
	3.2.8	  	Manage communication with employees on leave.	  	✓	  	✓	  	✓	  				  				  			
	3.2.9	  	Provide entitlement tracking for leave eligibility.	  	✓	  	✓	  	✓	  				  				  			
	3.2.10	  	Provide monthly leave reporting, including leave of absence reporting, to internal stakeholders such as Finance and external stakeholders as agreed to with LS&Co.	  	✓	  	✓	  	✓	  				  				  			
	3.2.101	  	Process leave payments in accordance with country laws / regulations and LS&Co. policies, for example, calculate and provide notification to LS&Co. for any other offsets to LS&Co. disability payments.	  	✓	  	✓	  	✓	  				  				  			
	3.2.12	  	Create the content for the LS&Co. website.	  		  		  		  	 	✓	 	  	 	✓	 	  	 	✓	 
	3.2.13	  	Update content on LS&Co. website.	  	✓	  	✓	  	✓	  				  				  			
	3.2.14	  	Enter leave accrual adjustments in HRIS monthly to maintain audit requirements.	  	✓	  	✓	  	✓	  				  				  			
	3.3	  	Workers’ Compensation and Accident Insurance	  		  		  		  				  				  			
	3.3.1	  	Select and manage Workers’ Compensation Claims (WC Provider) or local equivalent.	  		  		  		  	 	✓	 	  	 	✓	 	  	 	✓	 
	3.3.2	  	Identification and notification of on the job injury (Employee or employee’s manager contacts Vendor).	  		  		  		  	 	✓	 	  	 	✓	 	  	 	✓	 
	3.3.3	  	Review Accident/Illness Report Form as reported by the employee and the employee’s manager.	  		  		  		  	 	✓	 	  	 	✓	 	  	 	✓	 
	3.3.4	  	Complete and submit the Accident report form to the WC Provider or local equivalent (as applicable) to initiate the claim process.	  	✓	  	✓	  	✓	  				  				  			
	3.3.4	  	Review injury claim and incident work location, if possible, to avoid future employee injuries.	  		  		  		  	 	✓	 	  	 	✓	 	  	 	✓	 
	3.3.5	  	Coordinate with insurance and health care provider to determine viability of claim and necessary length of leave.	  		  		  		  	 	✓	 	  	 	✓	 	  	 	✓	 
	3.3.6	  	Complete the appropriate Workers Compensation Form (or local equivalent).	  	✓	  	✓	  	✓	  				  				  			
	3.3.7	  	Provide the Workers Compensation / Insurance Form to the WC / Insurance Provider so that they can coordinate the claim.	  	✓	  	✓	  	✓	  				  				  			
	 3.3.8
	  	 Track Workers’ compensation/Insurance forms—and claim administration process.
	  		  		  		  	 	✓	 	  	 	✓	 	  	 	✓	 
	 3.3.9
	  	 Respond to questions from WC Provider/Insurance and Health Care Provider.
	  		  		  		  	 	✓	 	  	 	✓	 	  	 	✓	 
	3.3.10	  	Provide injured employee with their FMLA (or equivalent) notification if the employee is out of work as a result of the illness/injury.	  	✓	  	✓	  	✓	  				  				  			
	3.3.11	  	Complete leave related paperwork and enter relevant data into Workday and forward paperwork to Payroll.	  	✓	  	✓	  	✓	  				  				  			

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 No.
	  	 Process Steps
	  	Supplier	  	LS&Co.
	3.3.12	  	Provide earnings and headcount information for insurance renewal process / equivalent process across regions.	  	✓	  	✓	  	✓	  		  		  	
	3.3.13	  	Prepare information for workers compensation premium.	  		  		  		  	✓	  	✓	  	✓
	3.3.14	  	Pay workers compensation premium.	  		  		  		  	✓	  	✓	  	✓
	3.3.15	  	Provide earnings and headcount information for LS&Co. wide workers compensation insurance renewal process.	  	✓	  	✓	  	✓	  		  		  	
	3.4	  	Leave Management – Return to Work	  		  		  		  		  		  	
	3.4.1	  	Establish the policies and accountabilities to address return to work plans for employees with disabilities and any other type of work restrictions.	  		  		  		  	✓	  	✓	  	✓
	3.4.2	  	Coordinate and implement the processes to address Return to Work plans for employees with disabilities and any other leave related type of work restriction.	  	✓	  	✓	  	✓	  		  		  	
	3.4.3	  	Resolve medical requests for accommodations for LS&Co. employees or other applicable stakeholders with disabilities based on agreed to accommodation guidelines by LS&Co.	  	✓	  	✓	  	✓	  		  		  	
		  	Supplier responsibilities include:	  		  		  		  		  		  	
		  	- Handling requests for accommodations	  		  		  		  		  		  	
		  	- Gathering eligibility information	  		  		  		  		  		  	
		  	- Discussing with employees and managers.	  		  		  		  		  		  	
	3.4.4	  	Manage claim process and confirm claim is handled properly. Oversee the return to work process.	  		  		  		  	✓	  	✓	  	✓
	3.4.5	  	Coordinate with employee’s manager to arrange any special accommodations that may be required for employee’s return to work.	  	✓	  	✓	  	✓	  		  		  	
	3.4.6	  	Authorize any special accommodations that may be required for employee’s return to work as per LS&Co. guidelines.	  		  		  		  	✓	  	✓	  	✓

 4. EMPLOYEE DATA MANAGEMENT. 

Supplier will be responsible for performing the Employee Data Management Process. The Employee Data Management Process consists of a comprehensive set of
integrated functions and responsibilities that constitute timely and accurately completion of all employee transactions data entry into the human resource system in order to maintain employee satisfaction. 

 

															
	 No.
	  	 Process Steps
	  	Supplier	  	LS&Co.
	 	  	 	  	LSA	  	LSE	  	AMA	  	LSA	  	LSE	  	AMA
	4.1	  	Strategy and Policy	  		  		  		  		  		  	
	4.1.1	  	Establish employee record management strategy and policies.	  		  		  		  	✓	  	✓	  	✓
	4.1.2	  	Identify specific regulatory or legislative requirements that govern records management (e.g. data protection, privacy, retention, registration requirements) and identify compliance requirements.	  		  		  		  	✓	  	✓	  	✓
	4.1.3	  	Identify, analyse and implement opportunities to drive continuous improvement and improve efficiency.	  	✓	  	✓	  	✓	  		  		  	
	4.1.4	  	Share all regulatory and government updates with LS&Co gathered through best practice sharing sessions	  	✓	  	✓	  	✓	  		  		  	
	4.1.5	  	Collaborate with LS&Co. to make the required process or documentation change based on the regulatory and government updates	  	✓	  	✓	  	✓	  		  		  	
	4.2	  	New Hire Processing and General Administration Activities	  		  		  		  		  		  	
	4.2.1	  	Provide new hire information for data entry into HR Systems where self-service is not available.	  		  		  		  	✓	  	✓	  	✓
	4.2.2	  	Receive new hire information, enter, and verify New Hire employee data for HR, Benefits and Payroll processing.	  	✓	  	✓	  	✓	  		  		  	

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 No.
	  	 Process Steps
	  	Supplier	  	LS&Co.
	4.2.3	  	Produce a monthly immigration compliance forms (such as I9) report and reconcile with the new hires data.	  	✓	  	✓	  	✓	  		  		  	
	4.2.4	  	Retain legacy immigration compliance forms (such as I9) for new hires and purge upon termination of employee.	  	✓	  	✓	  	✓	  		  		  	
	4.2.5	  	Update immigration compliance forms (such as I9) for employee name changes. Employee is required to submit the legal name change form to Supplier.	  	✓	  	✓	  	✓	  		  		  	
	4.2.6	  	Complete a new hire check list to ensure that all required documents have been completed. The checklist is filed in the employee file.	  	✓	  	✓	  	✓	  		  		  	
	4.2.7	  	Audit, track and chase the tentative non-confirmations that are returned based on background check results. Escalate as appropriate until issue is resolved.	  	✓	  	✓	  	✓	  		  		  	
	4.2.8	  	Track and chase new hires with pending TNC’s and resolve or terminate as applicable within guidelines provided by LS&Co.	  	✓	  	✓	  	✓	  		  		  	
	4.2.9	  	Verify information in the HR System.	  	✓	  	✓	  	✓	  		  		  	
	4.2.10	  	Maintain a log of LS&Co. new hire information received. The log will be based on LS&Co. defined new hire information required documents list.	  	✓	  	✓	  	✓	  		  		  	
	4.2.11	  	Annually prepare the Wage Notifications as required. Track and chase and follow up with employees who have not completed and returned the wage notices.	  	✓	  	✓	  	✓	  		  		  	
	4.2.12	  	Develop the Wage Notifications Report (related to the previous item).	  	✓	  	✓	  	✓	  		  		  	
	4.2.13	  	Receive, process, and store employee benefits data for global employees as per country requirements for a wide arrange of Insurance and benefit programs.	  	✓	  	✓	  	✓	  		  		  	
	4.2.14	  	Email Network ID letters (performed for employees do not have corporate email addresses on a cadence agreed to with LS&Co.) to employee managers; to be performed manually if integrations are not built.	  	✓	  	✓	  	✓	  		  		  	
	4.2.15	  	Update employee data in HR Systems for mobility (cross-border assignments and in-country transfers and special assignments).	  	✓	  	✓	  	✓	  		  		  	
	4.2.16	  	Update and maintain electronic records and reports.	  	✓	  	✓	  	✓	  		  		  	
	4.2.17	  	Run and distribute scheduled reports.	  	✓	  	✓	  	✓	  		  		  	
	4.2.18	  	Provide ad-hoc reports as requested by LS&Co.	  	✓	  	✓	  	✓	  		  		  	
	4.3	  	Physical Employee Records, Files and Documents	  		  		  		  		  		  	
	4.3.1	  	Define data content requirements (personnel file content).	  		  		  		  	✓	  	✓	  	✓
	4.3.2	  	Provide records retention policy to Supplier.	  		  		  		  	✓	  	✓	  	✓
	4.3.3	  	Forward/ship physical documents for storage at Supplier’s agreed to site(s), where applicable and pending global storage solution across towers.	  		  		  		  	✓	  	✓	  	✓
	4.3.4	  	Store physical documents received at Supplier location and off-site storage according to client-defined requirements for statutory and regulatory compliance and agreed client
requirements.	  	✓	  	✓	  	✓	  		  		  	
	4.3.5	  	Fulfill requests for files to employees/retirees, managers, HR and Legal per corporate standards and within agreed to timeframes.	  	✓	  	✓	  	✓	  		  		  	
	4.3.6	  	Maintain records of all LS&Co. files including checked out and returned logs.	  	✓	  	✓	  	✓	  		  		  	
	4.3.7	  	Dispose of LS&Co. files based on agreed to disposal procedures.	  	✓	  	✓	  	✓	  		  		  	

 5. BENEFITS ADMINISTRATION. 

This document sets forth the functional Benefit Administration requirements for LS&Co., identifies the in-scope
processes, primary owner for each function, and the Benefits Administration services which Supplier shall provide in accordance with the Agreement. 

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 No.
	  	 Process Steps
	  	Supplier	  	LS&Co.
	 	  	 	  	LSA	  	LSE	  	AMA	  	LSA	  	LSE	  	AMA
	5.1	  	Benefits Strategy, Policy & Program Design	  		  		  		  		  		  	
	5.1.1	  	Develop benefits strategy and policies – design benefit programs to meet business goals and objectives.	  		  		  		  	✓	  	✓	  	✓
	5.1.2	  	Provide recommendation(s) for implementation of benefits plans, strategy, federal and state compliance/legislative updates and communications.	  		  		  		  	✓	  	✓	  	✓
	5.1.3	  	Approve or decline implementation recommendations.	  		  		  		  	✓	  	✓	  	✓
	5.1.4	  	Develop benefits communication strategy/vision and structure/develop communications.	  		  		  		  	✓	  	✓	  	✓
	5.1.5	  	Deploy and deliver communications to employees including but not limited to communications for open enrolment, new hires, medical retirement notices, governmental notices.	  	✓	  	✓	  	✓	  		  		  	
	5.1.6	  	Updated standard operating procedures for new/revised benefit plans.	  	✓	  	✓	  	✓	  		  		  	
	5.1.7	  	Define the strategy and direction for the enrollment process, including formats, default elections, and follow-up/reminder criteria.	  		  		  		  	✓	  	✓	  	✓
	5.1.8	  	Notify Supplier of policy changes affecting benefits administration.	  		  		  		  	✓	  	✓	  	✓
	5.1.9	  	Communicate notification of policy changes affecting benefits administration to LS&Co. employees using agreed-upon templates/formats.	  	✓	  	✓	  	✓	  		  		  	
	5.1.10	  	outsourcing of benefits administration.	  	✓	  	✓	  	✓	  		  		  	
	5.1.11	  	Review and comment on impact of benefits communication strategy and employee communications when prepared by LS&Co.	  	✓	  	✓	  	✓	  		  		  	
	5.1.12	  	Develop and update annual Benefits information session materials and provide to Supplier.	  		  		  		  	✓	  	✓	  	✓
	5.1.13	  	Present Benefits information sessions.	  	✓	  	✓	  	✓	  		  		  	
	5.1.14	  	Train and update Supplier Benefits teams on LS&Co. annual benefits information.	  	✓	  	✓	  	✓	  		  		  	
	5.1.15	  	Identify, analyse and implement opportunities to drive continuous improvement and improve efficiency.	  	✓	  	✓	  	✓	  		  		  	
	5.1.16	  	Share all regulatory and government updates with LS&Co gathered through best practice sharing sessions	  	✓	  	✓	  	✓	  		  		  	
	5.1.17	  	Collaborate with LS&Co. to make the required process or documentation change based on the regulatory and government updates	  	✓	  	✓	  	✓	  		  		  	
	5.2	  	Annual Enrollment	  		  		  		  		  		  	
	5.2.1	  	Develop the plan for annual enrollment and manage the overall process.	  		  		  		  	✓	  	✓	  	✓
	5.2.2	  	Review annual enrollment plan and provide feedback to LS&Co.	  	✓	  	✓	  	✓	  		  		  	
	5.2.3	  	Notify participants of enrollment opportunity.	  	✓	  	✓	  	✓	  		  		  	
	5.2.4	  	Administer default benefit elections, as agreed.	  	✓	  	✓	  	✓	  		  		  	
	5.2.5	  	Coordinate with 3rd party vendors and manage enrolment process.	  	✓	  	✓	  	✓	  		  		  	
	5.2.6	  	Coordinate system updates and testing with 3rd party vendors and LS&Co.	  	✓	  	✓	  	✓	  		  		  	
	5.2.7	  	Send communication to employees during plan renewal/enrollment period	  	✓	  	✓	  	✓	  		  		  	
	5.2.8	  	Receive and Process manual enrollment benefit elections forms.	  	✓	  	✓	  	✓	  		  		  	
	5.2.9	  	Notify LS&Co. of the status of the aggregate enrolment activity in conjunction with agreed to overall reporting responsibilities.	  	✓	  	✓	  	✓	  		  		  	
	5.2.10	  	For enrollments, issue electronic reminders to employees of the enrollment period deadlines, based upon agreed to business rules and employee populations. (Note that these notices may be fully automated at some point in
time).	  	✓	  	✓	  	✓	  		  		  	
	5.2.11	  	Manage/Assist with employee annual enrollment issues (e.g. enrollment submissions, guidelines, enrollment issues, etc.).	  	✓	  	✓	  	✓	  		  		  	
	5.2.12	  	Administer the annual open enrollment process, including the preparation and execution of the project plan and coordination of all project activities.Enrollment includes benefit plans (including pension) for LS&Co. employees
and retirees.	  	✓	  	✓	  	✓	  		  		  	
	5.2.13	  	Perform user/functional testing of system changes (applied during annual open enrollment)	  	✓	  	✓	  	✓	  		  		  	

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 No.
	  	 Process Steps
	  	Supplier	  	LS&Co.
	 	  	 	  	LSA	  	LSE	  	AMA	  	LSA	  	LSE	  	AMA
	5.2.14	  	Send Paper Open Enrollment Package for employee populations that have been agreed to by LS&Co. where applicable.	  	✓	  	✓	  	✓	  		  		  	
	5.2.15	  	Review & manage rate changes with 3rd party vendors and communicate new rates to Supplier.	  		  		  		  	✓	  	✓	  	✓
	5.2.16	  	Update rates in LS&Co. systems, related tools, and employee communications.	  	✓	  	✓	  	✓	  		  		  	
	5.2.17	  	Provide benefits policy to be uploaded in the portal.	  		  		  		  	✓	  	✓	  	✓
	5.2.18	  	Publish benefits policy in the portal.	  	✓	  	✓	  	✓	  		  		  	
	5.2.19	  	Identify eligible annual enrollment participants & submit any errors to correct.	  	✓	  	✓	  	✓	  		  		  	
	5.2.20	  	Correct eligibility errors identified by LS&Co.	  	✓	  	✓	  	✓	  		  		  	
	5.2.21	  	Generate forms and mailings (e.g. EOI mailings) required in support of benefits administration globally.	  	✓	  	✓	  	✓	  		  		  	
	5.3	  	Process Newly Eligible Employees	  		  		  		  		  		  	
	5.3.1	  	Design/Update new hire packet materials.	  		  		  		  	✓	  	✓	  	✓
	5.3.2	  	Update new hire packets with materials provided by LS&Co.	  	✓	  	✓	  	✓	  		  		  	
	5.3.3	  	Identify eligibility post promotion, comp changes etc. and send out benefits packet.	  	✓	  	✓	  	✓	  		  		  	
	5.3.4	  	Enter accurate participant data in the HR System for designated employee groups as determined by LS&Co.	  	✓	  	✓	  	✓	  		  		  	
	5.3.5	  	Proactively investigate, communicate and resolve any significant or recurring data issues where Supplier has the responsibility for updating on behalf of LS&Co, including but not limited to identification of data
discrepancies from interface error reports.	  	✓	  	✓	  	✓	  		  		  	
	5.3.6	  	Notify LS&Co. of any data errors or issues that are identified by Supplier.	  	✓	  	✓	  	✓	  		  		  	
	5.3.7	  	Liaise with third party vendors to resolve/fix data discrepancies and take all appropriate action to resolve, correct, and update discrepancies with vendors.	  	✓	  	✓	  	✓	  		  		  	
	5.3.8	  	Escalate data errors or issues to LS&Co. as required, with ownership remaining with Supplier to identify, resolve, and correct the error / issue.	  	✓	  	✓	  	✓	  		  		  	
	5.3.9	  	Perform year-end taxable benefit reconciliation as agreed.	  	✓	  	✓	  	✓	  		  		  	
	5.3.10	  	Communicate/coordinate with 3rd party vendors where necessary to confirm participant’s eligibility.	  	✓	  	✓	  	✓	  		  		  	
	5.3.11	  	Issue enrollment reminders to employees to remind them of enrollment deadline.	  	✓	  	✓	  	✓	  		  		  	
	5.3.12	  	Generate forms and mailings (e.g. EOI mailings) required in support of benefits administration globally.	  	✓	  	✓	  	✓	  		  		  	
	5.3.13	  	Calculate and program deductions for contributions, as needed for each country benefit program, and deliver accurate amounts to payroll on time.	  	✓	  	✓	  	✓	  		  		  	
	5.4	  	Life Events / Employment Status Change	  		  		  		  		  		  	
	5.4.1	  	Design Life event strategy including policies around life events.	  		  		  		  	✓	  	✓	  	✓
	5.4.2	  	Receive and process manual enrollment benefit elections forms, where self-service is not available.	  	✓	  	✓	  	✓	  		  		  	
	5.4.3	  	Identify employees who have a change in their eligibility status, due to an employment status change.	  	✓	  	✓	  	✓	  		  		  	
	5.4.4	  	Terminate participant coverage (due to ineligibility) in the HR System	  	✓	  	✓	  	✓	  		  		  	
	5.4.5	  	Terminate or extend participant coverage for benefits in accordance with severance policies, as agreed.	  	✓	  	✓	  	✓	  		  		  	
	5.4.6	  	Generate forms and mailings (e.g. EOI mailings) required in support of benefits administration globally, and update the system records for approved documents returned from LS&Co.’s insurance provider.	  	✓	  	✓	  	✓	  		  		  	
	5.4.7	  	Update beneficiary designations where self-service is not available.	  	✓	  	✓	  	✓	  		  		  	
	5.4.8	  	Determine employee costs to be conveyed to vendors for eligibility, claims, billing, reconciliation, and preparation of accounting materials for the LS&Co. benefits accounting teams.	  	✓	  	✓	  	✓	  		  		  	
	5.4.9	  	Collect premiums directly from participants and submit amounts to the appropriate parties.	  		  		  		  	✓	  	✓	  	✓

  

			
	LS&Co. – Attachment 2.1 – Description of Services – Human Resource Services	  	Page 9

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CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 No.
	  	 Process Steps
	  	Supplier	  	LS&Co.
	 	  	 	  	LSA	  	LSE	  	AMA	  	LSA	  	LSE	  	AMA
	5.4.10	  	Terminate coverage due to non-payment as agreed.	  	✓	  	✓	  	✓	  		  		  	
	5.4.11	  	Receive notification of death and death certificate from participant or survivor.	  	✓	  	✓	  	✓	  		  		  	
	5.4.12	  	File claim for death processing, and determine impact on benefits.	  	✓	  	✓	  	✓	  		  		  	
	5.4.13	  	Provide single point of contact for participant/survivor to assist with claim filing and understanding the impact on benefits.	  	✓	  	✓	  	✓	  		  		  	
	5.4.14	  	Provide corresponding documentation and/or claim forms to 3rd party vendor.	  	✓	  	✓	  	✓	  		  		  	
	5.4.15	  	Transmit status and coverage changes to carriers and third parties as agreed.	  	✓	  	✓	  	✓	  		  		  	
	5.4.16	  	Assist with life insurance claim form submission.	  	✓	  	✓	  	✓	  		  		  	
	5.4.17	  	Coordinate with 3rd parties (for administration and distribution) of benefits vouchers, including but not limited to lunch vouchers, child care vouchers, long-term service
award vouchers.	  		  	✓	  	✓	  		  		  	
	5.4.18	  	Distribute benefits vouchers.	  		  		  		  		  	✓	  	✓
	5.5	  	Billing and Reconciliation	  		  		  		  		  		  	
	5.5.1	  	Manage/reconcile and request provider payments and disbursements.	  	✓	  	✓	  	✓	  		  		  	
	5,5.2	  	Manage/reconcile trusts and escalate issues when discovered.	  		  		  		  	✓	  	✓	  	✓
	5.5.3	  	Validate invoices and compare this to what is recorded in the HR system for enrollments.	  	✓	  	✓	  	✓	  		  		  	
	5.5.4	  	Communicate and resolve discrepancies with 3rd party vendors and LS&Co.	  	✓	  	✓	  	✓	  		  		  	
	5.5.5	  	Reconcile employee eligibility against invoices received and report on it to LS&Co. on a monthly basis; escalate vendor relations issues	  	✓	  	✓	  	✓	  		  		  	
	5.5.6	  	Provide fiscal management of plans including financial management, reconciliation of trusts, actuarial relationships/performance, plan assumptions and funding.	  		  		  		  	✓	  	✓	  	✓
	5.5.7	  	Review Benefit plan vendor’s error reports and determine corrective actions required.	  	✓	  	✓	  	✓	  		  		  	
	5.5.8	  	Make corrections in Workday (dependent on Workday roles assigned to Supplier).	  	✓	  	✓	  	✓	  		  		  	
	5.5.9	  	Communicate corrective actions that are LS&Co.’s responsibility to correct (plan set up and configuration)	  	✓	  	✓	  	✓	  		  		  	
	5.5.10	  	Correct errors that require Workday plan set up or configuration changes.	  	✓	  	✓	  	✓	  		  		  	
	5.6	  	Regulatory Reporting	  		  		  		  		  		  	
	5.6.1	  	Provide standard reporting	  	✓	  	✓	  	✓	  		  		  	
	5.6.2	  	Access ad hoc reporting or obtain reports to gather information necessary for design and support of benefits programs, for workforce planning purposes and regulatory reporting.	  	✓	  	✓	  	✓	  		  		  	
	5.6.3	  	Provide data for statutory, regulatory, and compliance reporting and monitoring as agreed	  	✓	  	✓	  	✓	  		  		  	
	5.6.4	  	Produce statutory, regulatory, and compliance reports and test for benefits regulatory compliance.	  	✓	  	✓	  	✓	  		  		  	
	5.6.5	  	Provide fulfillment (participant) services for government mandated disclosures or equivalent.	  	✓	  	✓	  	✓	  		  		  	
	5.6.6	  	Provide notification of legislative changes that affect the in-scope benefit plans in accordance with the Agreement.	  		  		  		  	✓	  	✓	  	✓
	5.7	  	Manage Service Requests / Escalations	  		  		  		  		  		  	
	5.7.1	  	Manage cases and escalations related to benefits claims and the benefits claims processes as agreed, including but not limited to voluntary benefits, global wellness programs, global EAP, adoptions programs.	  	✓	  	✓	  	✓	  		  		  	
	5.7.2	  	Respond to inquiries related to benefits claims and the benefits claims processes as agreed, including but not limited to voluntary benefits, global wellness programs, global EAP, adoptions programs.	  	✓	  	✓	  	✓	  		  		  	
	5.7.3	  	Escalate cases to designated LS&Co. representative when needed.	  	✓	  	✓	  	✓	  		  		  	
	5.7.4	  	Resolve escalated issues.	  		  		  		  	✓	  	✓	  	✓
	5.7.5	  	Instruct employee on benefit eligibility appeals and final determination process.	  	✓	  	✓	  	✓	  		  		  	
	5.7.6	  	Review and make final determination on eligibility/enrollment appeals.	  		  		  		  	✓	  	✓	  	✓
	5.7.7	  	Provide claims data to support adjudication appeals.	  	✓	  	✓	  	✓	  		  		  	

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 No.
	  	 Process Steps
	  	Supplier	  	LS&Co.
	 	  	 	  	LSA	  	LSE	  	AMA	  	LSA	  	LSE	  	AMA
	5.7.8	  	Resolve adjudication appeals.	  		  		  		  	✓	  	✓	  	✓
	5.7.9	  	Respond to queries related to any ancillary benefits program including but not limited to life insurance, wellness, EAP, adoption benefits, legal insurance, and refer to carrier(s) as needed in an accurate and timely manner (as
applicable per the local policies)	  	✓	  	✓	  	✓	  		  		  	
	5.7.10	  	Proactively investigate, communicate and resolve any significant or recurring data issues where Supplier has the responsibility for updating on behalf of LS&Co.	  	✓	  	✓	  	✓	  		  		  	
	5.7.11	  	Notify LS&Co. of any data errors or issues that are identified by Supplier.	  	✓	  	✓	  	✓	  		  		  	
	5.8	  	Retiree Administration	  		  		  		  		  		  	
	5.8.1	  	Provide eligibility policy	  		  		  		  	✓	  	✓	  	✓
	5.8.2	  	Determine accurate eligibility for retiree medical coverage upon retirement and enrol/migrate them to the appropriate plan. Manage specific age and eligibility requirements for all country’s retiree medical programs as
needed (for example, in the US, ensure that under 65 and over 65 retirees are transitioned to the correct medical plan)	  	✓	  	✓	  	✓	  		  		  	
	5.8.3	  	Send retirement packet to any eligible employees upon request or identification for eligibility	  	✓	  	✓	  	✓	  		  		  	
	5.8.4	  	Provide any retirement plan change information	  		  		  		  	✓	  	✓	  	✓
	5.8.5	  	Update system of record for Retirees for plan changes as per agreed administrative responsibilities (i.e. rate changes, supplemental life coverage, deduction waivers)	  	✓	  	✓	  	✓	  		  		  	
	5.8.6	  	Work with vendor on Retiree direct bill	  	✓	  	✓	  	✓	  		  		  	
	5.8.7	  	Share annual retire rate charges	  		  		  		  	✓	  	✓	  	✓
	5.8.8	  	Manage rate change – calculate & communicate	  	✓	  	✓	  	✓	  		  		  	
	5.8.9	  	Provide administrative support for all country retirement income programs as needed, including providing forms, information, integrations, and vendor handoffs where outsourced	  	✓	  	✓	  	✓	  		  		  	

 6. RECRUITMENT. 

Supplier will be responsible for performing the recruitment Process. The Responsibility Matrix set forth below indicates who is accountable for certain listed
processes, activities and tasks as part of the Recruitment Services. 
  

															
	 No.
	  	 Process Steps
	  	Supplier	  	 	  	LS&Co.
	 	  	 	  	LSA	  	LSE	  	AM	  	LSA	  	LSE	  	AMA
	6.1	  	Strategy, Policy and Planning	  		  		  		  		  		  	
	6.1.1	  	Assess business need for talent acquisition and talent deployment.	  		  		  		  	✓	  	✓	  	✓
	6.1.2	  	Develop workforce plan to indicate a rolling forecast with 90 day horizon.	  		  		  		  	✓	  	✓	  	✓
	6.1.3	  	Design delivery strategy for recruitment administration and execution.	  	✓	  	✓	  	✓	  		  		  	
	6.1.4	  	Design and develop employment branding/marketing materials and related internal and external recruiting communications.	  		  		  		  	✓	  	✓	  	✓
	6.1.5	  	Utilize developed employment branding/marketing materials and related internal and external recruiting communications for Retail and Distribution requisitions.	  	✓	  	✓	  	✓	  		  		  	
	6.1.6	  	LS&Co. will advise Supplier of changes in company policies that impact this recruitment SOW. Any material impact on Supplier costs will be captured through the change process.	  		  		  		  	✓	  	✓	  	✓
	6.1.7	  	Identify, analyse and implement opportunities to drive continuous improvement and improve efficiency	  	✓	  	✓	  	✓	  		  		  	
	6.1.8	  	Share all regulatory and government updates with LS&Co gathered through best practice sharing sessions	  	✓	  	✓	  	✓	  		  		  	
	6.1.9	  	Collaborate with LS&Co. to make the required process or documentation change based on the regulatory and government updates	  	✓	  	✓	  	✓	  		  		  	
	6.2	  	Requirement Gathering	  		  		  		  		  		  	
	6.2.1	  	Define open job requirement.	  		  		  		  	✓	  	✓	  	✓
	6.2.2	  	Initiate requisition and approve as appropriate.	  		  		  		  	✓	  	✓	  	✓

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 No.
	  	 Process Steps
	  	Supplier	  	 	  	LS&Co.
	6.2.3	  	Edit, complete and post job requisition, and audit for accuracy as required.	  		  		  		  	✓	  	✓	  	✓
	6.2.4	  	Discuss needs and decide sourcing strategy with hiring manager or HR as appropriate.	  		  		  		  	✓	  	✓	  	✓
	6.2.5	  	Define and communicate level and compensation guidelines.	  		  		  		  	✓	  	✓	  	✓
	6.2.6	  	Confirm level and compensation with LS&Co. hiring manager.	  		  		  		  	✓	  	✓	  	✓
	6.2.7	  	Verify approval for open positions as appropriate.	  		  		  		  	✓	  	✓	  	✓
	6.3	  	Sourcing and Screening	  		  		  		  		  		  	
	6.3.1	  	Develop sourcing plan based on delivery strategy.	  		  		  		  	✓	  	✓	  	✓
	6.3.2	  	Provide off-limit companies or institutions as defined by LS&Co. policy.	  		  		  		  	✓	  	✓	  	✓
	6.3.3	  	Develop or acquire sourcing licenses and database tools to support the Recruitment strategy.	  		  		  		  	✓	  	✓	  	✓
	6.3.4	  	Design and communicate sourcing guidelines specifically related to LS&Co. brand.	  		  		  		  	✓	  	✓	  	✓
	6.3.5	  	Mine LS&Co. resume/CV database and match candidates to open requisition.	  		  		  		  	✓	  	✓	  	✓
	6.3.6	  	Source and mine external job boards for requisitions.	  		  		  		  	✓	  	✓	  	✓
	6.3.7	  	Mine LS&Co. succession database and match candidates to open requisition.	  		  		  		  	✓	  	✓	  	✓
	6.3.8	  	Distribution hires - Identify candidates per terms of applicable collective agreements or legislation (e.g. layoffs, seniority based job bidding, recalls, etc.) using the ATS	  		  		  		  	✓	  	✓	  	✓
	6.3.9	  	Match candidates as provided (from collective agreements, works councils) to open requisition.	  		  		  		  	✓	  	✓	  	✓
	6.3.10	  	Determine if internal candidate pool is sufficient for requisitions.	  		  		  		  	✓	  	✓	  	✓
	6.3.11	  	Manage and execute all sourcing required to fill in-scope positions including job postings, advertising, career fairs and internet postings	  		  		  		  	✓	  	✓	  	✓
	6.3.12	  	Manage and track employee referrals based on LS&Co. guidelines.	  		  		  		  	✓	  	✓	  	✓
	6.3.13	  	Post Retail requisitions on levistrauss.com and Threads.	  	✓	  	✓	  	✓	  		  		  	
	6.3.14	  	Posting support on job boards, niche sites and print ads will include Retail Hourly requisitions. All costs including career fair attendance and travel must be approved by LS&Co. and passed-through with no mark-up.	  	✓	  	✓	  	✓	  		  		  	
	6.3.15	  	Manage reporting of employee referral payments consistent with LS&Co. company policy.	  		  		  		  	✓	  	✓	  	✓
	6.3.16	  	Track applicants and status of candidate flow.	  		  		  		  	✓	  	✓	  	✓
	6.3.17	  	Work with approved recruiting agencies for requisitions. All agency costs are retained by LS&Co.	  		  		  		  	✓	  	✓	  	✓
	6.3.18	  	Develop job requisition and employment application.	  		  		  		  	✓	  	✓	  	✓
	6.3.19	  	Send acknowledgement communication.	  		  		  		  	✓	  	✓	  	✓
	6.3.20	  	Conduct initial screen for Distribution owned requisitions.	  		  		  		  	✓	  	✓	  	✓
	6.3.21	  	Perform screen and document results for using the Application Tracking System (“ATS”) for requisitions.	  		  		  		  	✓	  	✓	  	✓
	6.3.22	  	Receive paper resumes and screening questionnaires from retail stores and distribution centers, process and enter into the LS&Co. system for agreed upon countries and volumes.	  	✓	  	✓	  	✓	  		  		  	
	6.2.23	  	Enter assessment results into the ATS for manually processed applications and communicate to LS&Co. as required for agreed upon volumes.	  	✓	  	✓	  	✓	  		  		  	
	6.3.24	  	Rank and select candidates for hiring using the ATS.	  		  		  		  	✓	  	✓	  	✓
	6.4	  	Candidate Assessment and Qualification	  		  		  		  		  		  	
	6.4.1	  	Develop candidate lists and develop short lists	  		  		  		  	✓	  	✓	  	✓
	6.4.2	  	Assess candidates from short list and make selections	  		  		  		  	✓	  	✓	  	✓
	6.4.3	  	Qualify candidates.	  		  		  		  	✓	  	✓	  	✓
	6.4.4	  	Make contact with executive referred candidates.	  		  		  		  	✓	  	✓	  	✓
	6.4.5	  	Administer assessments/testing using LS&Co. approved and validated tests at the cost of LS&Co.	  	✓	  	✓	  	✓	  		  		  	
	6.4.6	  	Validate candidate eligibility based upon customer’s guidelines. (Including the right to work in the country)	  	✓	  	✓	  	✓	  		  		  	
	6.4.7	  	Administer background checks as per the global policy and with support from 3rd party agencies	  	✓	  	✓	  	✓	  		  		  	
	6.4.8	  	Request medical / drug screen for candidates	  	✓	  	✓	  	✓	  		  		  	

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 No.
	  	 Process Steps
	  	Supplier	  	 	  	LS&Co.
	6.4.9	  	Track and record results of drug testing	  	✓	  	✓	  	✓	  		  		  	
	6.4.10	  	Manage communication to denied candidates and communicate to LS&Co. for medical / drug screen	  	✓	  	✓	  	✓	  		  		  	
	6.4.11	  	Follow-up with qualified candidates and communicate to LS&Co. for medical / drug screen.	  	✓	  	✓	  	✓	  		  		  	
	6.4.12	  	Provide compliance adjudication guidelines and determine final decision for candidates in pending statuses per LS&Co. policies.	  		  		  		  	✓	  	✓	  	✓
	6.4.13	  	Determine course of action in liaison with LS&Co. based on background check findings	  		  		  		  	✓	  	✓	  	✓
	6.4.14	  	Communicate results of background check to candidates and to LS&Co.	  	✓	  	✓	  	✓	  		  		  	
	6.5	  	Interview and Selection	  		  		  		  		  		  	
	6.5.1	  	Administer and coordinate interview schedules, responding to request from LS&Co. for scheduling within agreed upon timeframe	  	✓	  	✓	  	✓	  		  		  	
	6.5.2	  	Respond to interview scheduling invitations within timeframe mutually agreed.	  		  		  		  	✓	  	✓	  	✓
	6.5.3	  	Administer and coordinate selection process for requisitions.	  		  		  		  	✓	  	✓	  	✓
	6.5.4	  	Conduct screening interview for requisitions	  		  		  		  	✓	  	✓	  	✓
	6.5.5	  	Coordinate candidate’s travel utilizing LS&Co.’s travel center and follow LS&Co. prescribed recruitment travel policies, as requested by LS&Co. All candidate travel costs are reimbursed and retained by
LS&Co.	  	✓	  	✓	  	✓	  		  		  	
	6.5.6	  	Conduct interview.	  		  		  		  	✓	  	✓	  	✓
	6.5.7	  	Provide Interview feedback within two (2) business days.	  		  		  		  	✓	  	✓	  	✓
	6.5.8	  	Status candidates in the ATS upon feedback from Managers.	  	✓	  	✓	  	✓	  		  		  	
	6.5.9	  	Assist Managers with hiring decision.	  	✓	  	✓	  	✓	  		  		  	
	6.5.10	  	Make hiring decision and final approval for extending offer details.	  		  		  		  	✓	  	✓	  	✓
	6.5.11	  	Extend verbal offer for positions if directed by LS&Co.	  	✓	  	✓	  	✓	  		  		  	
	6.5.12	  	Negotiate offers.	  		  		  		  	✓	  	✓	  	✓
	6.5.13	  	Prepare and distribute offer letters via the ATS	  	✓	  	✓	  	✓	  		  		  	
	6.5.14	  	Manage tracking and reporting databases to reflect current status and selections.	  	✓	  	✓	  	✓	  		  		  	
	6.6	  	On-boarding	  		  		  		  		  		  	
	6.6.1	  	Conduct post-offer activity of sending onboarding emails to Managers through the ATS.	  	✓	  	✓	  	✓	  		  		  	
	6.6.2	  	Request background investigations, according to LS&Co. policy and compliance.	  	✓	  	✓	  	✓	  		  		  	
	6.6.3	  	Coordinate new hire processes as required by LS&Co.	  	✓	  	✓	  	✓	  		  		  	
	6.6.4	  	Collect, track, and provide updates at intervals agreed to with LS&Co. on new hire paperwork	  	✓	  	✓	  	✓	  		  		  	
	6.6.5	  	Conduct monthly hiring manager and candidate satisfaction survey via electronic means.	  	✓	  	✓	  	✓	  		  		  	
	6.7	  	General Administration	  		  		  		  		  		  	
	6.7.1	  	Process and support visa sponsorship.	  	✓	  	✓	  	✓	  		  		  	
	6.7.2	  	Provide all Recruitment related reporting and analytics to LS&Co. as agreed to	  	✓	  	✓	  	✓	  		  		  	
	6.7.3	  	Maintain and administer recruiting systems	  	✓	  	✓	  	✓	  		  		  	
	6.7.4	  	Maintain job related web content on LS&Co.’s company websites (internal and external postings).	  	✓	  	✓	  	✓	  		  		  	
	6.7.5	  	Manage internal transfers into open positions with guidance from LS&Co.	  	✓	  	✓	  	✓	  		  		  	
	6.7.6	  	Execute LS&Co.’s recruiting process for internal, external and seasonal candidates and during peak times, including all required forms.	  	✓	  	✓	  	✓	  		  		  	
	6.7.7	  	Provide administrative support for LS&Co.’s campus recruiting process.	  	✓	  	✓	  	✓	  		  		  	
	6.7.8	  	Provide standard correspondence letters	  		  		  		  	✓	  	✓	  	✓
	6.7.9	  	Manage declines and track all declines and disposition candidates, send relevant correspondence using standard templates as agreed to with LS&Co.	  	✓	  	✓	  	✓	  		  		  	
	6.8	  	Statutory Reporting & EEO Reporting	  		  		  		  		  		  	
	6.8.1	  	Review transactional data and collaborate with Recruitment, HR Transactions and/or LS&Co. on any required corrections to data.	  	✓	  	✓	  	✓	  		  		  	
	6.8.2	  	Inform Supplier of upcoming organizational changes/updates and special requirements.	  		  		  		  	✓	  	✓	  	✓

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 No.
	  	 Process Steps
	  	Supplier	  	 	  	LS&Co.
	6.8.3	  	Report employee data related to new hires, job/employment data changes, and exits. (as required)	  	✓	  	✓	  	✓	  		  		  	
	6.8.4	  	Review and update missing gender and ethnicity data and complete reporting.	  	✓	  	✓	  	✓	  		  		  	
	6.8.5	  	Receive applicant data report via internal IT reporting team and review data for completeness.	  	✓	  	✓	  	✓	  		  		  	
	6.8.6	  	Ensure all stats from employment activity are reflected in recruiting activity.	  	✓	  	✓	  	✓	  		  		  	
	6.8.7	  	Ensure all new hires are reflected in employee data.	  	✓	  	✓	  	✓	  		  		  	
	6.8.8	  	Research outstanding items.	  	✓	  	✓	  	✓	  		  		  	
	6.8.9	  	Ensure job categories and levels are consistent with statistics and recruiting data.	  	✓	  	✓	  	✓	  		  		  	
	6.8.10	  	Provide recruiting report.	  	✓	  	✓	  	✓	  		  		  	
	6.8.11	  	Notify Supplier EEO of audit and relevant audit dates.	  		  		  		  	✓	  	✓	  	✓
	6.8.12	  	Coordinate with Supplier EEO team on approach and action plan for responding to audit.	  		  		  		  	✓	  	✓	  	✓
	6.8.13	  	Produce compensation analysis and AAP preparation for audit.	  	✓	  	✓	  	✓	  		  		  	
	6.8.14	  	Manage completion of request and submit to LS&Co. on timely basis.	  	✓	  	✓	  	✓	  		  		  	
	6.8.15	  	Affirmative action plan preparation	  	✓	  	✓	  	✓	  		  		  	
	6.8.16	  	Inquire and obtain information about regulatory changes.	  	✓	  	✓	  	✓	  		  		  	
	6.8.17	  	Send goals report to outside counsel for review.	  		  		  		  	✓	  	✓	  	✓
	6.8.18	  	Send Compensation Analysis Report to outside counsel for review.	  		  		  		  	✓	  	✓	  	✓
	6.8.19	  	Send LS&Co. a listing of the EEO Coordinators previously on file with Supplier.	  	✓	  	✓	  	✓	  		  		  	
	6.8.20	  	Send Supplier any edits to EEO Coordinator listing.	  		  		  		  	✓	  	✓	  	✓
	6.8.21	  	Complete year-end reporting	  	✓	  	✓	  	✓	  		  		  	
	6.8.22	  	Finalize recruiting weights.	  		  		  		  	✓	  	✓	  	✓
	6.8.23	  	Analyze reporting and provide questions/feedback to Supplier.	  		  		  		  	✓	  	✓	  	✓
	6.8.24	  	Finalize year-end reporting (including outside counsel review).	  		  		  		  	✓	  	✓	  	✓
	6.8.25	  	Prepare reporting for exhibits.	  	✓	  	✓	  	✓	  		  		  	
	6.8.26	  	Finalize Goals Report and send to Supplier.	  		  		  		  	✓	  	✓	  	✓
	6.8.27	  	Finalize Compensation Analysis Report and send to Supplier.	  		  		  		  	✓	  	✓	  	✓
	6.8.28	  	Send Narrative to outside counsel for review.	  		  		  		  	✓	  	✓	  	✓
	6.8.29	  	Send Policy Statement Letter to outside counsel for review.	  		  		  		  	✓	  	✓	  	✓
	6.8.30	  	Send finalized Narrative to Supplier.	  		  		  		  	✓	  	✓	  	✓
	6.8.31	  	Send finalized Policy Statement Letter to Supplier.	  		  		  		  	✓	  	✓	  	✓
	6.8.32	  	Update Narrative with EEO Coordinator contact info and plan year.	  	✓	  	✓	  	✓	  		  		  	
	6.8.33	  	Prepare Workforce Analysis reports (review salary ranges; titles, pay grades, etc.).	  	✓	  	✓	  	✓	  		  		  	
	6.8.34	  	Prepare Job Group Analysis reports).	  	✓	  	✓	  	✓	  		  		  	
	6.8.35	  	Prepare Availability Analysis reports (review availability by job group against ESR).	  	✓	  	✓	  	✓	  		  		  	
	6.8.36	  	Prepare Utilization Analysis reports (by job group).	  	✓	  	✓	  	✓	  		  		  	
	6.8.37	  	Identify Goals where under-utilization occurs and provide Goals summary report.	  	✓	  	✓	  	✓	  		  		  	
	6.8.38	  	Prepare Compensation Analysis reports which include male versus female and minority versus non-minority analysis.	  	✓	  	✓	  	✓	  		  		  	
	6.8.39	  	Review all reports and provide questions and feedback to Supplier.	  		  		  		  	✓	  	✓	  	✓
	6.8.40	  	Review all reports with outside counsel; provide questions and feedback to Supplier.	  		  		  		  	✓	  	✓	  	✓
	6.8.41	  	Review goals with internal counsel.	  		  		  		  	✓	  	✓	  	✓
	6.8.42	  	Finalize all analysis reports (including internal/outside counsel review).	  		  		  		  	✓	  	✓	  	✓
	6.8.43	  	Prepare EEO-1 Reports and Vets-100A reports as required and forward to LS&Co. for review and sign-off.	  	✓	  	✓	  	✓	  		  		  	
	6.8.44	  	Review reports and provide corrections if necessary.	  		  		  		  	✓	  	✓	  	✓
	6.8.45	  	Revise reports and post on EEOC and DOL website by the published reporting deadlines.	  	✓	  	✓	  	✓	  		  		  	
	6.8.46	  	Publish AA Plans	  		  		  		  	✓	  	✓	  	✓
	6.8.47	  	Prepare two final copies of AAPs for Women & Minorities and AAPs for Veterans & Disabled: 1 to LS&Co. and 1 to outside counsel; e-copy posted on SharePoint for EEO
Coordinator and workplace. Equivalent regional process steps to be included during transition.	  	✓	  	✓	  	✓	  		  		  	

  

			
	LS&Co. – Attachment 2.1 – Description of Services – Human Resource Services	  	Page 14

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CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 No.
	  	 Process Steps
	  	Supplier	  	 	  	LS&Co.
	6.8.48	  	Distribute VP HR goals memo to all HO people managers.	  		  		  		  	✓	  	✓	  	✓
	6.8.49	  	Distribute goal memos to local managers and send confirmation to Corporate HR.	  		  		  		  	✓	  	✓	  	✓
	6.8.50	  	Post policy statement at each location and send confirm to Corporate HR.	  		  		  		  	✓	  	✓	  	✓
	6.8.51	  	Save Confirmation from EEO Coordinator re: distribution of goals memo and post policy.	  		  		  		  	✓	  	✓	  	✓

 7. COMPENSATION ADMINISTRATION. 

Supplier will be responsible for performing compensation administration. The Responsibility Matrix set forth below indicates who is accountable for certain
listed processes, activities and tasks as part of the compensation administration Services. 
  

															
	 No.
	  	 Process Steps
	  	Supplier	  	LS&Co.
	 	  	 	  	LSA	  	LSE	  	AMA	  	LSA	  	LSE	  	AMA
	7.1	  	Building compensation strategy & plan	  		  		  		  		  		  	
	7.1.1	  	Establishing an organizational strategy, objectives and grouping tasks into jobs	  		  		  		  	✓	  	✓	  	✓
	7.1.2	  	Developing a compensation strategy based on job specification and requirements	  		  		  		  	✓	  	✓	  	✓
	7.1.3	  	Budgeting for the compensation plan	  		  		  		  	✓	  	✓	  	✓
	7.1.4	  	Identify, analyse and implement opportunities to drive continuous improvement and improve efficiency	  	✓	  	✓	  	✓	  		  		  	
	7.1.5	  	Share all regulatory and government updates with LS&Co gathered through best practice sharing sessions	  	✓	  	✓	  	✓	  		  		  	
	7.1.6	  	Collaborate with LS&Co. to make the required process or documentation change based on the regulatory and government updates.	  	✓	  	✓	  	✓	  		  		  	
	7.2	  	Evaluating current compensation plans & systems	  		  		  		  		  		  	
	7.2.1	  	Evaluating the compensable and non- compensable factors currently existing in the organization	  		  		  		  	✓	  	✓	  	✓
	7.2.2	  	Survey request from the research analysts (Mercer, Hewitt etc.)	  		  		  		  	✓	  	✓	  	✓
	7.2.3	  	Support survey needs (e.g. data collection)	  	✓	  	✓	  	✓	  		  		  	
	7.2.4	  	Receiving survey data (market research reports)	  		  		  		  	✓	  	✓	  	✓
	7.2.5	  	Pooling the report for benchmarking analysis	  	✓	  	✓	  	✓	  		  		  	
	7.2.6	  	Benchmarking compensation plans based on the market intelligence & best practices	  		  		  		  	✓	  	✓	  	✓
	7.2.7	  	Identification & prioritization of the key changes/ improvisations needed in the existing compensation policy like mix of fixed and variable compensation, target quartile as compared to competition, specific technologies
etc.	  		  		  		  	✓	  	✓	  	✓
	7.2.8	  	Developing the annual compensation plans and schedules to execute the changes needed	  		  		  		  	✓	  	✓	  	✓
	7.3	  	Designing & developing salary structures	  		  		  		  		  		  	
	7.3.1	  	Designing the job evaluation and grading studies for determining compensation plans / structures for different jobs/ roles	  		  		  		  	✓	  	✓	  	✓
	7.3.2	  	Execution of the job analysis program and preparation of job groups based on complexity levels	  		  		  		  	✓	  	✓	  	✓
	7.3.3	  	Preparation of job descriptions for all jobs in a job group	  		  		  		  	✓	  	✓	  	✓
	7.3.4	  	Model different salary structures and evaluate possible impacts in terms of employee motivation, regulatory compliance, business impact, competition etc.	  		  		  		  	✓	  	✓	  	✓
	7.3.5	  	Determining the most appropriate salary structure for different functions	  		  		  		  	✓	  	✓	  	✓
	7.3.6	  	Obtaining consent/ approval from business leaders of each function on the compensation plans prepared	  		  		  		  	✓	  	✓	  	✓
	7.4	  	Developing fixed and variable compensation plans	  		  		  		  		  		  	
	7.4.1	  	Developing fixed & variable compensation plans based on possible impacts in terms of employee motivation, regulatory compliance, business impact, competition etc.	  		  		  		  	✓	  	✓	  	✓
	7.4.2	  	Combining the compensation and non-compensation dimensions into an effective reward system for different groups of employees	  		  		  		  	✓	  	✓	  	✓

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 No.
	  	 Process Steps
	  	Supplier	  	LS&Co.
	7.5	  	Communicating / updating employees on the compensation plans	  		  		  		  		  		  	
	7.5.1	  	Communicating the details of compensation plans to specific stakeholders using appropriate channels including but not limited to email and hard copy via post if required.	  	✓	  	✓	  	✓	  		  		  	
	7.5.2	  	Advising employees on how best they can utilize the compensation plan	  		  		  		  	✓	  	✓	  	✓
	7.5.3	  	Sending reminders to employees/ managers for compensation plans and changes	  	✓	  	✓	  	✓	  		  		  	
	7.6	  	Clarifying compensation specific queries/grievances	  		  		  		  		  		  	
	7.6.1	  	Providing clarification on employees queries on compensation plans	  	✓	  	✓	  	✓	  		  		  	
	7.6.2	  	Providing factual solutions to issues raised regarding compensation structure and various plans	  	✓	  	✓	  	✓	  		  		  	
	7.6.3	  	Liaising with payroll team to make necessary changes to compensation to correct errors	  	✓	  	✓	  	✓	  		  		  	
	7.6.4	  	Communicating with employee confirming the resolution provided	  	✓	  	✓	  	✓	  		  		  	
	7.6.5	  	Managing compensation data / information and risk associated with ensuring data safety and security, and correct upload	  	✓	  	✓	  	✓	  		  		  	
	7.6.6	  	Carrying out the below minimum exercise to correct/ change an employee’s pay	  	✓	  	✓	  	✓	  		  		  	
	7.6.7	  	Making off cycle changes for compensation administration	  	✓	  	✓	  	✓	  		  		  	
	7.6.8	  	Administering compensation package and final pay determination	  	✓	  	✓	  	✓	  		  		  	
	7.6.9	  	Support/execute local statutory annual increases as needed	  	✓	  	✓	  	✓	  		  		  	
	7.7	  	Reporting and Analytics	  		  		  		  		  		  	
	7.7.1	  	Checking with the regulatory and compliance teams on their specific requirements/ customizations required to functional reports	  		  		  		  	✓	  	✓	  	✓
	7.7.2	  	Collating & consolidating the necessary information and pass on to the regulatory and compliance team for analysis/ review	  	✓	  	✓	  	✓	  		  		  	
	7.7.3	  	Analysing data for patterns on compensation structure in relation with different functions	  	✓	  	✓	  	✓	  		  		  	
	7.7.4	  	Evaluating the performance of the compensation function based on the agreed parameters such as timely delivery of compensation, surveys on effectiveness of compensation structure etc.	  		  		  		  	✓	  	✓	  	✓
	7.7.5	  	Conducting surveys on a timely basis on the compensation structure alignment with organizational goals, satisfaction level of employees etc.	  	✓	  	✓	  	✓	  		  		  	
	7.7.6	  	Publishing the results to relevant stakeholders	  	✓	  	✓	  	✓	  		  		  	
	7.8	  	Relocation Admin	  		  		  		  		  		  	
	7.8.1	  	Communicate relocation of employees	  		  		  		  	✓	  	✓	  	✓
	7.8.2	  	kick off with 3rd party provider to provide data inputs for relocation	  	✓	  	✓	  	✓	  		  		  	
	7.8.3	  	Co-ordinate with 3rd party for any ongoing compensation changes (ex—quarterly changes)	  	✓	  	✓	  	✓	  		  		  	
	7.9	  	Incentives	  		  		  		  		  		  	
	7.9.1	  	Design of incentive plan (AIP)	  		  		  		  	✓	  	✓	  	✓
	7.9.2	  	Data collation for AIP baseline	  	✓	  	✓	  	✓	  		  		  	
	7.9.3	  	Sending compensation review letters	  	✓	  	✓	  	✓	  		  		  	
	7.10	  	Employee Recognition Programs	  		  		  		  		  		  	
	7.10.1	  	Define and develop engagement & recognition programs	  		  		  		  	✓	  	✓	  	✓
	7.10.2	  	Communicate recognition guidelines / responsibilities	  	✓	  	✓	  	✓	  		  		  	
	7.10.3	  	Administer recognition award e.g. hosting / collating and evaluating responses provided by LS&Co	  	✓	  	✓	  	✓	  		  		  	
	7.10.4	  	Prepare award documentation	  	✓	  	✓	  	✓	  		  		  	
	7.10.5	  	Communicate and distribute award	  		  		  		  	✓	  	✓	  	✓
	7.11	  	Compensation Admin	  		  		  		  		  		  	
	7.11.1	  	Calculate accruals and payout for incentive plans	  	✓	  	✓	  	✓	  		  		  	
	7.11.2	  	Support administrative tasks associated with claims management	  	✓	  	✓	  	✓	  		  		  	

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

 8. PERFORMANCE MANAGEMENT. 

Supplier will be responsible for administering the performance management process. The Responsibility Matrix set forth below indicates who is accountable for
certain listed processes, activities and tasks as part of the performance management Services. 
  

															
	 No.
	  	 Process Steps
	  	Supplier	  	LS&Co.
	 	  	 	  	LSA	  	LSE	  	AMA	  	LSA	  	LSE	  	AMA
	8.1	  	Strategy and Policy	  		  		  		  		  		  	
	8.1.1	  	Establishing process / method for review of overall business unit:	  		  		  		  		  		  	
		  	 - objective completion and results

- key measures of success

- KPIs (financial, commercial, process and people)
	  		  		  		  	✓	  	✓	  	✓
	8.1.2	  	Defining process, timeline and responsibilities in organization goal setting	  		  		  		  	✓	  	✓	  	✓
	8.1.3	  	Defining process for converting / cascading of organization goals into smaller, task-orientated, delivery targets per business unit	  		  		  		  	✓	  	✓	  	✓
	8.1.4	  	Identify, analyse and implement opportunities to drive continuous improvement and improve efficiency	  	✓	  	✓	  	✓	  		  		  	
	8.1.5	  	Share all regulatory and government updates with LS&Co gathered through best practice sharing sessions	  	✓	  	✓	  	✓	  		  		  	
	8.1.6	  	Collaborate with LS&Co. to make the required process or documentation change based on the regulatory and government updates	  	✓	  	✓	  	✓	  		  		  	
	8.2	  	Preparation and Planning for Performance Management	  		  		  		  		  		  	
	8.2.1	  	Evaluating the existing performance management system	  		  		  		  	✓	  	✓	  	✓
	8.2.2	  	Identifying & prioritizing the key changes/ improvisations needed in the existing performance management system based on organizational objectives and job descriptions	  		  		  		  	✓	  	✓	  	✓
	8.2.3	  	Analyzing the industry best practices for performance management	  		  		  		  	✓	  	✓	  	✓
	8.2.4	  	Developing the annual performance cycle / plan for performance management along with top leadership	  		  		  		  	✓	  	✓	  	✓
	8.2.5	  	Administering the annual performance cycle / plan, including but not limited to, following up with managers/employees for performance closures	  	✓	  	✓	  	✓	  		  		  	
	8.2.6	  	Deciding on the process of measurement to determine how the performance components will be measured & finalizing the performance review criteria	  		  		  		  	✓	  	✓	  	✓
	8.2.7	  	Customizing the plans based on specific job descriptions	  		  		  		  	✓	  	✓	  	✓
	8.2.8	  	Aligning rewards with the performance results	  		  		  		  	✓	  	✓	  	✓
	8.2.9	  	Finalizing the key dates and milestones for performance review	  		  		  		  	✓	  	✓	  	✓
	8.3	  	Developing guidelines for managers on goal setting and employee assessment	  		  		  		  		  		  	
	8.3.1	  	Documenting best-practices for goal setting	  		  		  		  	✓	  	✓	  	✓
	8.3.2	  	Conducting coaching sessions for managers	  		  		  		  	✓	  	✓	  	✓
	8.3.3	  	Assisting managers with queries	  	✓	  	✓	  	✓	  		  		  	
	8.3.4	  	Defining and publish common template for goal capturing and tracking	  		  		  		  	✓	  	✓	  	✓
	8.3.5	  	Setting achievable goals & deadlines for timely completion of task with employees	  		  		  		  	✓	  	✓	  	✓
	8.4	  	Identifying the channels for communication to specific stakeholders	  		  		  		  		  		  	
	8.4.1	  	Communicating the strategy to rest of the organization on a selective basis	  		  		  		  	✓	  	✓	  	✓
	8.4.2	  	Cascading business unit goals via managers to individuals	  		  		  		  	✓	  	✓	  	✓
	8.4.3	  	Defining the role of supervisor and employees in performance management	  		  		  		  	✓	  	✓	  	✓
	8.4.4	  	Completing the Workday set up for performance review date	  	✓	  	✓	  	✓	  		  		  	
	8.4.5	  	Setting up specific goals and standards for employees	  		  		  		  	✓	  	✓	  	✓
	8.5	  	Interacting / communicating with the people managers / supervisors	  		  		  		  		  		  	
	8.5.1	  	Seeking inputs from supervisors on employees	  		  		  		  	✓	  	✓	  	✓
	8.5.2	  	Mentoring on how to help employees overcome shortcomings	  		  		  		  	✓	  	✓	  	✓
	8.5.3	  	Defining training/skill enhancement needs for employees, along with Learning and Development team	  		  		  		  	✓	  	✓	  	✓
	8.5.4	  	Creating a back-up plan in case the repartee is not able to meet expectations	  		  		  		  	✓	  	✓	  	✓

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 No.
	  	 Process Steps
	  	Supplier	  	LS&Co.
	8.6	  	Interacting / communicating with the employees	  		  		  		  		  		  	
	8.6.1	  	Communicating with employees on: Expectations, Target vs performance, Areas of improvement	  		  		  		  	✓	  	✓	  	✓
	8.6.2	  	Monitoring adherence to timelines and execution of performance management plan like timely competition, coverage of all intended employees	  	✓	  	✓	  	✓	  		  		  	
	8.6.3	  	Evaluating employee performance against pre-determined goals and standards	  		  		  		  	✓	  	✓	  	✓
	8.6.4	  	Receiving and resolving employee queries	  	✓	  	✓	  	✓	  		  		  	
	8.6.5	  	Sending reminders to employees/ managers for pending issues	  	✓	  	✓	  	✓	  		  		  	
	8.6.6	  	Stating clearly the possible benefits/ repercussions linked to performance	  		  		  		  	✓	  	✓	  	✓
	8.7	  	Calibrating performance appraisals	  		  		  		  		  		  	
	8.7.1	  	Reviewing information gathered during performance management cycle and investigate abnormalities	  		  		  		  	✓	  	✓	  	✓
	8.7.2	  	Removing inconsistencies in approach and evaluation	  		  		  		  	✓	  	✓	  	✓
	8.7.3	  	Finalizing performance ratings for the employees	  		  		  		  	✓	  	✓	  	✓
	8.7.4	  	Updating employee ratings on Workday	  		  		  		  	✓	  	✓	  	✓
	8.7.5	  	Conducting regular audits to ensure accuracy of ratings uploaded	  	✓	  	✓	  	✓	  		  		  	
	8.8	  	Clarifying performance management related queries	  		  		  		  		  		  	
	8.8.1	  	Clarifying employee queries relating to performance management	  	✓	  	✓	  	✓	  		  		  	
	8.8.2	  	Resolve escalated queries	  		  		  		  	✓	  	✓	  	✓
	8.8.3	  	Creating presence on channels like internal portals for clarifying employee queries	  	✓	  	✓	  	✓	  		  		  	
	8.9	  	Monitoring employee progress	  		  		  		  		  		  	
	8.9.1	  	Mentoring / counselling employees on how to work on areas of improvements	  		  		  		  	✓	  	✓	  	✓
	8.9.2	  	Designing a performance improvement plan for employees requiring training to improve their performance along with their managers	  		  		  		  	✓	  	✓	  	✓
	8.9.3	  	Administering the Performance Improvement plan (PIP)	  		  		  		  	✓	  	✓	  	✓
	8.9.4	  	Encouraging high performing employees along with their managers	  		  		  		  	✓	  	✓	  	✓
	8.9.5	  	Work with manager to monitor adherence of employee to the PIP, and bring PIP to closure	  	✓	  	✓	  	✓	  		  		  	
	8.9.6	  	Reminding the employees of repercussion at a pre-defined frequency	  		  		  		  	✓	  	✓	  	✓
	8.9.7	  	Taking appropriate disciplinary actions for employees who failed to adhere to organization policies	  		  		  		  	✓	  	✓	  	✓
	8.10	  	Performance Management Process Evaluation	  		  		  		  		  		  	
	8.10.1	  	Providing MIS reports on important performance management statistics like timely completion, adherence to the bell curve, successful issue resolution etc.	  	✓	  	✓	  	✓	  		  		  	
	8.10.2	  	Conduct satisfaction surveys	  	✓	  	✓	  	✓	  		  		  	
	8.10.3	  	Evaluating the performance of function based on timely completion of performance appraisals, surveys on ease of usage etc.	  		  		  		  	✓	  	✓	  	✓
	8.10.4	  	Presenting the final analysis to the end stakeholder	  	✓	  	✓	  	✓	  		  		  	

 9. OFFBOARDING. 
 Supplier
will be responsible for performing offboarding activities. The Responsibility Matrix set forth below indicates who is accountable for certain listed processes, activities and tasks as part of the offboarding Services. 

 

															
	 No.
	  	 Process Steps
	  	Supplier	  	LS&Co.
	 	  	 	  	LSA	  	LSE	  	AMA	  	LSA	  	LSE	  	AMA
	9.1	  	Strategy and Policy	  		  		  		  		  		  	
	9.1.1	  	Establish employee record management strategy and policies	  		  		  		  	✓	  	✓	  	✓
	9.1.2	  	Identify specific regulatory or legislative requirements that govern records management	  		  		  		  	✓	  	✓	  	✓
	9.1.3	  	Identify, analyse and implement opportunities to drive continuous improvement and improve efficiency	  	✓	  	✓	  	✓	  		  		  	
	9.1.4	  	Share all regulatory and government updates with LS&Co gathered through best practice sharing sessions	  	✓	  	✓	  	✓	  		  		  	

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 No.
	  	 Process Steps
	  	Supplier	  	LS&Co.
	9.1.5	  	Collaborate with LS&Co. to make the required process or documentation change based on the regulatory and government updates	  	✓	  	✓	  	✓	  		  		  	
	9.2	  	Exit Administration – Individual Employee	  		  		  		  		  		  	
	9.2.1	  	Design exit policy. Update and communicate policy to appropriate parties, via agreed channels	  		  		  		  	✓	  	✓	  	✓
	9.2.2	  	Initiate and process voluntary Exits thru Manager Self Service (MSS) with employee’s approved exit and exit date (details required will vary by’ reason) for leaving using agreed form and tools	  		  		  		  	✓	  	✓	  	✓
	9.2.3	  	Initiate all involuntary Exits with a confirmation from the LS&Co. as appropriate	  	✓	  	✓	  	✓	  		  		  	
	9.2.4	  	Initiate and process voluntary Exits in case of non-availability of self service	  	✓	  	✓	  	✓	  		  		  	
	9.2.5	  	Send notifications to external third parties, internal LS&Co. and Supplier support functions of Individual Exit transaction, as per LS&Co. policy, Agreement and relevant Supplier processes / procedures.	  	✓	  	✓	  	✓	  		  		  	
	9.2.6	  	Receive last day confirmation from employee/manager; manager can approve shortened notice period as per guidelines provided by LS&Co.	  	✓	  	✓	  	✓	  		  		  	
	9.2.7	  	Supplier shall issue, as required by LS&Co. individual exit documentation (e.g. documents requiring signature, termination checklist, etc.) via email to exiting employee’s line manager (or other LS&Co. nominated
person) for completion.	  	✓	  	✓	  	✓	  		  		  	
	9.2.8	  	Share exit documents with line manager and await receipt of completed documents	  	✓	  	✓	  	✓	  		  		  	
	9.2.9	  	Receive, validate and log receipt of completed individual exit documentation.	  	✓	  	✓	  	✓	  		  		  	
	9.3	  	Multiple Employee Exit Program and Exit Date Amendments	  		  		  		  		  		  	
	9.3.1	  	Design exit questionnaire policy. Update and communicate to appropriate teams	  		  		  		  	✓	  	✓	  	✓
	9.3.2	  	Design cancellation / reinstatement policy. Update and communicate policy to appropriate parties	  		  		  		  	✓	  	✓	  	✓
	9.3.3	  	Request Service from Supplier using agreed to Change Request process.	  		  		  		  	✓	  	✓	  	✓
	9.3.4	  	Review request for completion, legibility and correct assignment.	  	✓	  	✓	  	✓	  		  		  	
	9.3.5	  	Confirm required documentation has been fully and legibly completed, or reject / close ticket and issue automated email to requestor (the individual who raised the case) if request doesn’t meet agreed criteria.	  	✓	  	✓	  	✓	  		  		  	
	9.3.6	  	Process cancel / re-instate exit transaction in HRIS.	  	✓	  	✓	  	✓	  		  		  	
	9.3.7	  	Send notifications to external third parties, internal functions on employee exit	  	✓	  	✓	  	✓	  		  		  	
	9.3.8	  	Schedule exit interview as defined by LS&Co	  	✓	  	✓	  	✓	  		  		  	
	9.3.9	  	Deactivate email, employee ID, and support asset handover	  		  		  		  	✓	  	✓	  	✓
	9.3.10	  	Deactivate email, employee ID if not closed by manager within timeframe agreed upon with LS&Co.	  	✓	  	✓	  	✓	  		  		  	
	9.3.11	  	Conduct exit interview as defined by LS&Co	  	✓	  	✓	  	✓	  		  		  	
	9.4	  	Physical Employee Records, Files and Documents	  		  		  		  		  		  	
	9.4.1	  	Define data content requirements	  		  		  		  	✓	  	✓	  	✓
	9.4.2	  	Store physical documents according to defined requirements for statutory and regulatory compliance.	  	✓	  	✓	  	✓	  		  		  	
	9.4.3	  	Fulfil requests for files to employees/retirees, managers, HR and Legal per corporate standards and within agreed to timeframes.	  	✓	  	✓	  	✓	  		  		  	
	9.4.4	  	Maintain records of all files including checked out and returned logs.	  	✓	  	✓	  	✓	  		  		  	
	9.4.5	  	Dispose of files based on agreed to disposal procedures.	  	✓	  	✓	  	✓	  		  		  	
	9.5	  	Severance Activity Support	  		  		  		  		  		  	
	9.5.1	  	Determine strategy for LS&Co. employee severance.	  		  		  		  	✓	  	✓	  	✓
	9.5.2	  	Define exception handling and escalation guidelines.	  		  		  		  	✓	  	✓	  	✓
	9.5.3	  	Provide governance over severance process to ensure selections have been made in accordance with the guidelines.	  		  		  		  	✓	  	✓	  	✓
	9.5.4	  	Review workforce assessment results to ensure compliance with guidelines.	  		  		  		  	✓	  	✓	  	✓
	9.5.5	  	Monitor and ensure compliance for any regulations regarding mass layoffs.	  		  		  		  	✓	  	✓	  	✓
	9.5.6	  	Review and notify Supplier of changes to severance details.	  		  		  		  	✓	  	✓	  	✓
	9.5.7	  	Notify third party providers with respect to transition services	  	✓	  	✓	  	✓	  		  		  	
	9.5.8	  	Audit invoices and process payments to transition services third party providers.	  		  		  		  	✓	  	✓	  	✓

  

			
	LS&Co. – Attachment 2.1 – Description of Services – Human Resource Services	  	Page 19

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CONFIDENTIAL 

EXECUTION VERSION 
  

																											
	 No.
	  	 Process Steps
	  	Supplier	 	  	LS&Co.	 
	9.5.9	  	 Provide templates for severance packages and directions for use.
	  				  				  				  	 	✓	 	  	 	✓	 	  	 	✓	 
	9.5.10	  	For open employee relations cases, review files of Supplier and work with LS&Co., to determine previous leaves and employee relations cases that may impact current case. Ensure final recommendation takes into account previous
leaves and employee relations cases as appropriate	  	 	✓	 	  	 	✓	 	  	 	✓	 	  				  				  			
	9.5.11	  	 Maintain severance calculation worksheet.
	  	 	✓	 	  	 	✓	 	  	 	✓	 	  				  				  			
	9.5.12	  	 Prepare severance calculation estimates.
	  	 	✓	 	  	 	✓	 	  	 	✓	 	  				  				  			
	9.5.13	  	 Approve termination actions
	  				  				  				  	 	✓	 	  	 	✓	 	  	 	✓	 
	9.5.14	  	Update impacted employee data in LS&Co. HR system based on LS&Co. direction (e.g. placing employee on a special leave during a WARN notice, deferred early retirement, etc )	  	 	✓	 	  	 	✓	 	  	 	✓	 	  				  				  			
	9.5.15	  	 Produce and deliver Severance packages as directed by LS&Co.
	  	 	✓	 	  	 	✓	 	  	 	✓	 	  				  				  			
	9.5.16	  	 Manage OWPA (Older Workers Protection Act) or equivalent
	  				  				  				  	 	✓	 	  	 	✓	 	  	 	✓	 
	9.5.17	  	Provide EEO team with notification of upcoming severance activity at a mutually agreed on time frame, before OWBPA or equivalent requests are made.	  				  				  				  	 	✓	 	  	 	✓	 	  	 	✓	 
	9.5.18	  	 Internal reporting for severance
	  	 	✓	 	  	 	✓	 	  	 	✓	 	  				  				  			
	9.5.19	  	 Log employee inquiries into case management tool.
	  	 	✓	 	  	 	✓	 	  	 	✓	 	  				  				  			
	9.5.20	  	 Track return of required general release documents.
	  	 	✓	 	  	 	✓	 	  	 	✓	 	  				  				  			
	9.5.21	  	 Respond to inquiries from severance impacted employees.
	  	 	✓	 	  	 	✓	 	  	 	✓	 	  				  				  			
	9.5.22	  	 Respond to escalated inquiries from severance impacted employees
	  				  				  				  	 	✓	 	  	 	✓	 	  	 	✓	 
	9.5.23	  	 Manage interactions with Works Councils(WC)/Trade unions(TU) where applicable
	  				  				  				  	 	✓	 	  	 	✓	 	  	 	✓	 
	9.5.24	  	 Provide all data requirements for the consultations with WCs and TUs
	  	 	✓	 	  	 	✓	 	  	 	✓	 	  				  				  			

 10. HR HELPDESK. 
 The
scope of the HR Helpdesk services will be to provide Human Resource related customer service including timely response and resolution of issues regarding Human Resource programs offered by LS&Co. and expert assistance relating to the use of all
Human Resource systems and processes supported by Supplier. 
 The Responsibility Matrix set forth below indicates who is accountable for certain listed
processes, activities and tasks as part of the HR Helpdesk Services. 
  

															
	 No.
	  	 Process Steps
	  	Supplier	  	LS&Co.
	 	  	 	  	LSA	  	LSE	  	AMA	  	LSA	  	LSE	  	AMA
	10.1	  	Policy and Procedure	  		  		  		  		  		  	
	10.1.1	  	Provide current content of company policies and procedures.	  		  		  		  	✓	  	✓	  	✓
	10.1.2	  	Provide requirements for call scripts, call trees, and escalation instructions (e.g. sensitive issues).	  		  		  		  	✓	  	✓	  	✓
	10.1.3	  	Provide Supplier with changes to LS&Co. policies and procedures.	  		  		  		  	✓	  	✓	  	✓
	10.1.4	  	Maintain a knowledge base of operational procedures for the contact center services.	  	✓	  	✓	  	✓	  		  		  	
	10.1.5	  	Provide access to the operational procedures / knowledgebase for review and approval.	  	✓	  	✓	  	✓	  		  		  	
	10.1.6	  	Conduct annual content review/audit of Supplier operational procedures and knowledge base. or as needed	  		  		  		  	✓	  	✓	  	✓
	10.1.7	  	Notify vendor of new programs and program changes, communications or other activities that may impact content accuracy in knowledgebase.	  		  		  		  	✓	  	✓	  	✓
	10.1.8	  	Confirm successful resolution of content audit findings with LS&Co.	  	✓	  	✓	  	✓	  		  		  	
	10.1.9	  	Provide clarification of HR policies, procedures, guidelines and practices to employees as requested.	  	✓	  	✓	  	✓	  		  		  	
	10.1.10	  	Provide HR policies, procedures, guidelines and practices to caller.	  	✓	  	✓	  	✓	  		  		  	
	10.1.11	  	Provide any changes as they relate to policy, procedures and guidelines to Supplier.	  		  		  		  	✓	  	✓	  	✓
	10.1.12	  	Identify, analyse and implement opportunities to drive continuous improvement and improve efficiency	  	✓	  	✓	  	✓	  		  		  	
	10.1.13	  	Share all regulatory and government updates with LS&Co gathered through best practice sharing sessions	  	✓	  	✓	  	✓	  		  		  	

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 No.
	  	 Process Steps
	  	Supplier	  	LS&Co.
	 	  	 	  	LSA	  	LSE	  	AMA	  	LSA	  	LSE	  	AMA
	10.1.14	  	Collaborate with LS&Co. to make the required process or documentation change based on the regulatory and government updates	  	✓	  	✓	  	✓	  		  		  	
	10.2	  	Contact Volume Planning	  		  		  		  		  		  	
	10.2.1	  	Provide LS&Co. historical voice contact volumes.	  	✓	  	✓	  	✓	  		  		  	
	10.2.2	  	Inform Supplier of any initiatives / projects which may increase call volumes	  		  		  		  	✓	  	✓	  	✓
	10.2.3	  	Verify receipt of LS&Co. acceptance of voice volume forecasts and plan business operations accordingly.	  	✓	  	✓	  	✓	  		  		  	
	10.3	  	Service Desk Operations	  		  		  		  		  		  	
	10.3.1	  	Provide, administer, manage and maintain LS&Co.’s HR Service Desk.	  	✓	  	✓	  	✓	  		  		  	
	10.3.2	  	Respond with accurate data to all incoming inquiries (voice, data, mail, fax, and email or as mutually agreed) to provide a seamless resolution for caller issues.	  	✓	  	✓	  	✓	  		  		  	
	10.3.3	  	Resolve as many calls as possible on first contact with escalation to the appropriate LS&Co. or Supplier resource as required.	  	✓	  	✓	  	✓	  		  		  	
	10.3.4	  	Create and maintain accurate and timely reports regarding HR Service Desk performance.	  	✓	  	✓	  	✓	  		  		  	
	10.3.5	  	 Service Center Hours:
 • Provide IVR,
email capability, and make representatives available during normal working hours per region as provided below
 LSA – 6:00 AM to 6:00 PM PDT
(covering EDT, PDT & CDT time zones)
 LSE – 5:30 AM to 6:30 PM UK time (covering all

LSE time zones)
 AMA – 6:00 AM to 11:00 PM
Singapore time (covering all AMA countries)
	  	✓	  	✓	  	✓	  		  		  	
	10.3.6	  	Approve call scripts and call tree for Interactive Voice Response Services.	  		  		  		  	✓	  	✓	  	✓
	10.3.7	  	Develop Interactive Voice Response scripts and call tree based on LS&Co. requirements. Updated Interactive Voice Response scripts as requested by LS&Co.	  	✓	  	✓	  	✓	  		  		  	
	10.3.8	  	Interactive Voice Response Services:	  		  		  		  		  		  	
		  	 • Function as primary owner of main toll free phone number responsible for transfers to other third parties

• Provide LS&Co.-specific toll-free number(s)

• Provide LS&Co. Service Representatives (CSR’s)

• Provide Interactive Voice Response system minimally for security, call routing

• Integrate Interactive Voice Response with other 3rd party vendors to provide 1 source number for all
HR-related calls
	  	✓	  	✓	  	✓	  		  		  	
	10.3.9	  	Call Handling	  		  		  		  		  		  	
		  	 • Log all contacts so that call history is maintained

• Support all inquiries and transactions

• Record and maintain records of calls (currently all calls – except ER – are maintained for 2 months)
	  	✓	  	✓	  	✓	  		  		  	
	10.3.10	  	Correspondence	  		  		  		  		  		  	
		  	 • Image and link all incoming correspondence to a case

• Respond to correspondence under case management / policy and procedure guidelines
	  	✓	  	✓	  	✓	  		  		  	

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 No.
	  	 Process Steps
	  	Supplier	  	LS&Co.
	10.3.11	  	Case Management	  		  		  		  		  		  	
		  	 • Establish electronic case for each escalated call/issue

• Research and close all Work in Progress issues
 •
Track all cases, including cases escalated to LS&Co., until resolved
 • Close all cases, with exception of cases escalated to LS&Co., within
agreed upon timeframes per process
 • Support historical data research

• Research and resolve all HR data discrepancies
 •
Escalates issues to LS&Co. for resolution per guidelines
 • Facilitate participant interaction with third party issues

• Implement a Case Management System to log follow-up and resolution of cased items.

• Manage case resolution within agreed upon service standards

• Provide ongoing feedback on cases with LS&Co. through resolution of a case

• Provide a case management and communication process so that employees know the point of contact for their case.
	  	✓	  	✓	  	✓	  		  		  	
	10.3.12	  	Manage resolution of participant issues escalated to LS&Co., as per agreed policy.	  		  		  		  	✓	  	✓	  	✓
	10.3.13	  	Define and modify reporting requirements to provide insight into call drivers by population.	  		  		  		  	✓	  	✓	  	✓
	10.3.14	  	Provide detailed call reporting by LS&Co. population and call type per LS&Co. requirements.	  	✓	  	✓	  	✓	  		  		  	
	10.4	  	Customer Satisfaction	  		  		  		  		  		  	
	10.4.1	  	Quality Calibration Participate in regularly scheduled call listening/calibration sessions to provide consistency between LS&Co. and vendor with respect to overall call quality (e.g. tone, pace, empathy) and adherence to
LS&Co.’s policies and procedures.	  		  		  		  	✓	  	✓	  	✓
	10.4.2	  	Call Monitoring	  		  		  		  		  		  	
		  	 • Conduct quality monitoring and evaluation of service center representatives

• Generate LS&Co. standard monthly report of quality monitoring and evaluation results for LS&Co. review
	  	✓	  	✓	  	✓	  		  		  	
	10.4.3	  	Perform LS&Co. Satisfaction Surveys for all services according to Supplier standards agreed to by LS&Co.	  		  		  		  		  		  	
		  	 • Report customer satisfaction results per agreed-to frequency

• Provide detailed results as requested by LS&Co
	  	✓	  	✓	  	✓	  		  		  	
	10.5	  	Transaction Processing/Data Entry	  		  		  		  		  		  	
	10.5.1	  	Input to HR System and verify all changes to employee personal data.	  	✓	  	✓	  	✓	  		  		  	
	10.5.2	  	Input to core HR System and verify all employee basic benefit data.	  	✓	  	✓	  	✓	  		  		  	
	10.5.3	  	Provide standard HR-related forms as requested by callers	  	✓	  	✓	  	✓	  		  		  	
	10.5.4	  	Manage the employment and wage verification processes and respond to all requests for information	  	✓	  	✓	  	✓	  		  		  	
	10.6	  	Problem Management – Service Desk Specific	  		  		  		  		  		  	
	10.6.1	  	Maintain an integrated problem management process for the centralized reporting and tracking of problems under the Supplier’s control.	  	✓	  	✓	  	✓	  		  		  	
	10.6.2	  	Provide and maintain a method for proper escalation of problems within the Supplier’s scope of responsibilities.	  	✓	  	✓	  	✓	  		  		  	
	10.6.3	  	Provide and maintain a method for proper escalation of problems within LS&Co.’s scope of responsibilities.	  		  		  		  	✓	  	✓	  	✓
	10.6.4	  	Provide LS&Co. with detailed reporting and statistics on reported problems.	  	✓	  	✓	  	✓	  		  		  	

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 No.
	  	 Process Steps
	  	Supplier	  	LS&Co.
	10.7	  	Disaster Recovery	  		  		  		  		  		  	
	10.7.1	  	Provide HR Service Desk disaster recovery requirements.	  	✓	  	✓	  	✓	  		  		  	
	10.7.2	  	Develop HR Service Desk disaster recovery plan.	  	✓	  	✓	  	✓	  		  		  	
	10.7.3	  	Approve HR Service Desk disaster recovery plan.	  		  		  		  	✓	  	✓	  	✓
	10.7.4	  	Test HR Service Desk disaster recovery plan annually.	  	✓	  	✓	  	✓	  		  		  	
	10.7.5	  	Assist in HR Service Desk disaster recover test as needed.	  		  		  		  	✓	  	✓	  	✓
	10.7.6	  	Evaluate results of disaster recovery test and recommend required changes to disaster recovery plan with Supplier	  		  		  		  	✓	  	✓	  	✓
	10.7.7	  	Inform LS&Co. of outages or problems and anticipated resolution within 10 minutes of initial outage	  	✓	  	✓	  	✓	  		  		  	

 11. HRIS. 
 The scope of
the HRIS services will be to provide support for the human resource information systems. 
 The Responsibility Matrix set forth below indicates who is
accountable for certain listed processes, activities and tasks as part of the HRIS Services. 
  

																					
	 No.
	  	 Process Steps
	  	Supplier
(Technical)	  	Supplier
(Functional)	  	LS&Co.
	 	  	 	  	LSA	  	LSE	  	AMA	  	LSA	  	LSE	  	AMA	  	LSA	  	LSE	  	AMA
	11.1	  	HRIS Support – Workday (inclusive of Workday Applicant Tracking)	  		  		  		  		  		  		  		  		  	
	11.1.1	  	Manage the relationship with Workday.	  		  		  		  		  		  		  	✓	  	✓	  	✓
	11.1.2	  	Workday stabilization support—confirm requirements, implement and test changes as agreed with LS&Co	  		  		  		  	✓	  	✓	  	✓	  		  		  	
	11.1.3	  	Prioritize and approve the configuration elements	  		  		  		  		  		  		  	✓	  	✓	  	✓
	11.1.4	  	Maintain the configuration set up within Workday.	  		  		  		  	✓	  	✓	  	✓	  		  		  	
	11.1.5	  	Provide second level (Tier 2) user support for Workday processes.	  		  		  		  	✓	  	✓	  	✓	  		  		  	
	11.1.6	  	Establish the security priority	  		  		  		  		  		  		  	✓	  	✓	  	✓
	11.1.7	  	Execute and maintain the security configuration and role assignments within Workday including but not limited to supporting quarterly SOX audit processes as required by either internal or external teams, providing and updating
documentation as required	  		  		  		  	✓	  	✓	  	✓	  		  		  	
	11.1.8	  	Administer and support Workday update twice yearly, or as determined by Workday; to include adoption and configuration of new processes and enhancements for the duration of the update process including but not limited to: unit
testing of core processes, test script update for user acceptance testing (if applicable), conducting user acceptance testing with HR testers and reporting out results, deploying new updates, and documentation and training	  		  		  		  	✓	  	✓	  	✓	  		  		  	
	11.1.9	  	Test new releases and document any issues; administer and support integration testing from the transactional, process, and data perspective	  	✓	  	✓	  	✓	  	✓	  	✓	  	✓	  		  		  	
	11.1.10	  	Make any required configuration changes based on testing results.	  		  		  		  	✓	  	✓	  	✓	  		  		  	
	11.1.11	  	Review Workday release plans to determine changes to existing interface programs.	  		  		  		  	✓	  	✓	  	✓	  		  		  	
	11.1.12	  	Execute integration testing for new releases and make any necessary changes.	  	✓	  	✓	  	✓	  		  		  		  		  		  	
	11.1.13	  	Review and approve/sign-off on regression test results for integration updates.	  		  		  		  		  		  		  	✓	  	✓	  	✓
	11.1.14	  	Monitor interface file success or failure.	  	✓	  	✓	  	✓	  		  		  		  		  		  	
	11.1.15	  	Log ticket upon failure or unsuccessful transfer.	  	✓	  	✓	  	✓	  		  		  		  		  		  	
	11.1.16	  	Work with third-party vendors to resolve interface problems.	  	✓	  	✓	  	✓	  		  		  		  		  		  	
	11.1.17	  	Monitor and maintain all integrations for Workday. New integrations to be implemented based on agreed to rate card.	  	✓	  	✓	  	✓	  		  		  		  		  		  	

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

																					
	 No.
	  	 Process Steps
	  	Supplier
(Technical)	  	Supplier
(Functional)	  	LS&Co.
	11.1.18	  	Administer and maintain administrative processes and tasks in Workday including but not limited to maintaining core organizations for HRIS in Workday such as: Supervisory, Cost Centers, Locations, Companies, Compensation, and
Matrix orgs	  	✓	  	✓	  	✓	  		  		  		  		  		  	
	11.1.19	  	Support and maintain rollout of cyclical initiatives from configuration to testing to production support during live process including but not limited to benefit program changes such as open enrollment, APR – merit,
performance review and goal setting, budgeting requirements such as loading new positions, cost center changes, as well as configuration changes due to legislative and market changes	  		  		  		  	✓	  	✓	  	✓	  		  		  	
	11.1.20	  	Provide configuration support as requested by LS&Co. for special projects, based on agreed to rate card	  	✓	  	✓	  	✓	  	✓	  	✓	  	✓	  		  		  	
	11.1.21	  	Maintain a requirement traceability matrix tracking configuration changes and approval from LS&Co.	  		  		  		  	✓	  	✓	  	✓	  		  		  	
	11.1.22	  	Update LS&Co. Workday documentation for functional specifications, job aids, work instructions, training materials wherever applicable	  		  		  		  	✓	  	✓	  	✓	  		  		  	
	11.1.23	  	Approve changes to LS&Co. Workday documentation	  		  		  		  		  		  		  	✓	  	✓	  	✓
	11.1.24	  	Update Supplier HR Service Desk knowledge base and train Service Desk team based on any configuration changes implemented	  		  		  		  	✓	  	✓	  	✓	  		  		  	
	11.1.25	  	Identify, analyse and implement opportunities to drive continuous improvement and improve efficiency across all HRIS areas including but not limited to Workday	  		  		  		  	✓	  	✓	  	✓	  		  		  	
	11.1.26	  	Share all regulatory and government updates with LS&Co gathered through best practice sharing sessions	  		  		  		  	✓	  	✓	  	✓	  		  		  	
	11.1.27	  	Collaborate with LS&Co. to make the required process or documentation change based on the regulatory and government updates	  	✓	  	✓	  	✓	  	✓	  	✓	  	✓	  		  		  	
	11.1.28	  	Act as liaison between Workday and Supplier to assist in setting up Workday training environment, and requesting Workday to train Supplier (any financials associated with training will be borne by Supplier)	  		  		  		  		  		  		  	✓	  	✓	  	✓
	11.2	  	HRIS Support – Non Workday Applications HR Portal Operations	  		  		  		  		  		  		  		  		  	
	11.2.1	  	Provide an HR Portal that complements the Suppliers services, supports LS&Co. HR priorities, continues to be refreshed with new technology capabilities on a regular basis and is consistent with industry best practices (e.g.
usability, navigation, ease of use, etc.	  	✓	  	✓	  	✓	  		  		  		  		  		  	
	11.2.2	  	Host the HR Portal & Ask HR in supplier’s shared services environment, with LS&Co. data logically separated.	  	✓	  	✓	  	✓	  		  		  		  		  		  	
	11.2.3	  	On a monthly basis, proactively propose changes to the HR Portal & Ask HR based on industry best practice and LS&Co. input.	  	✓	  	✓	  	✓	  		  		  		  		  		  	
	11.2.4	  	Approve proposed changes.	  		  		  		  		  		  		  	✓	  	✓	  	✓
	11.2.5	  	Implement approved changes	  	✓	  	✓	  	✓	  		  		  		  		  		  	
	11.2.6	  	Assure HR Portal & Ask HR adheres to Supplier security policies and procedures.	  	✓	  	✓	  	✓	  		  		  		  		  		  	
	11.2.7	  	Provide intranet accessible HR Portal & Ask HR.	  	✓	  	✓	  	✓	  		  		  		  		  		  	
	11.2.8	  	Submit request to create, amend, or delete HR Portal and Ask HR Content and relevant Supplier processes / procedures.	  		  		  		  		  		  		  	✓	  	✓	  	✓
	11.2.9	  	Confirm the HR Portal and Ask HR content request has been fully and legibly completed. Request changes or clarifications as required.	  	✓	  	✓	  	✓	  		  		  		  		  		  	
	11.2.10	  	Process request, and make change to HR Portal and Ask HR content, as per LS&Co. request.	  	✓	  	✓	  	✓	  		  		  		  		  		  	
	11.2.11	  	Provide translated content where items to be posted to the HR Portal and Ask HR are in a language other than English.	  		  		  		  		  		  		  	✓	  	✓	  	✓

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

																					
	 No.
	  	 Process Steps
	  	Supplier
(Technical)	  	Supplier
(Functional)	  	LS&Co.
	11.2.12	  	Send confirmation of completion of task to LS&Co. requestor (the individual who raised the case).	  	✓	  	✓	  	✓	  		  		  		  		  		  	
	11.2.13	  	Continuously monitor Ask HR and HR Portal usage and make recommendations to increase LS&Co. employee utilization of HR Portal	  	✓	  	✓	  	✓	  		  		  		  		  		  	
	11.2.14	  	Provide reports, as agreed to with LS&Co, on HR Portal utilization to inform LS&Co. of HR Portal usage	  	✓	  	✓	  	✓	  		  		  		  		  		  	
		  	Third Party Hosted Applications (e.g. HireRight, CIC Plus, Taleo)	  		  		  		  		  		  		  		  		  	
	11.2.15	  	Provide third party hosted applications in support of HR Services requirements.	  		  		  		  		  		  		  	✓	  	✓	  	✓
	11.2.16	  	Approve third party vendors, pricing and terms of service.	  		  		  		  		  		  		  	✓	  	✓	  	✓
	11.2.17	  	Pass-through LS&Co. approved costs on monthly invoices.	  		  		  		  		  		  		  	✓	  	✓	  	✓
	11.2.18	  	Request application access based on agreed to procedures.	  		  		  		  		  		  		  	✓	  	✓	  	✓
	11.2.19	  	Grant access and provide password support as required.	  		  		  		  		  		  		  	✓	  	✓	  	✓
	11.2.20	  	Resolve issues with vendor on behalf of LS&Co.	  		  		  		  		  		  		  	✓	  	✓	  	✓
	11.3	  	HRIS Tables Maintenance, Data Integrity and Organization Structure Maintenance (Workday = HRIS)	  		  		  		  		  		  		  		  		  	
	11.3.1	  	Identify and make changes to HRIS tables and data	  	✓	  	✓	  	✓	  		  		  		  		  		  	
	11.3.2	  	Identify and process mass changes (i.e. org changes).	  	✓	  	✓	  	✓	  		  		  		  		  		  	
	11.3.3	  	Maintain core tables for HRIS application(s).	  	✓	  	✓	  	✓	  		  		  		  		  		  	
	11.3.4	  	Administer position management data.	  	✓	  	✓	  	✓	  		  		  		  		  		  	
	11.3.5	  	Maintain data integrity between third party applications, between core HRIS, and all relevant HR systems regardless of it interfaces exist	  	✓	  	✓	  	✓	  		  		  		  		  		  	
	11.4	  	Reports	  		  		  		  		  		  		  		  		  	
	11.4.1	  	Maintain integrity of LS&Co. reports catalogue within Workday.	  	✓	  	✓	  	✓	  		  		  		  		  		  	
	11.4.2	  	Run reports as requested by LS&Co.	  	✓	  	✓	  	✓	  		  		  		  		  		  	
	11.4.3	  	Build non-standard reports requested by LS&Co	  		  		  		  	✓	  	✓	  	✓	  		  		  	
	11.4.4	  	Provide data extracts from Workday to other Supplier for reporting requirements that have been assigned to that Supplier, if required.	  	✓	  	✓	  	✓	  		  		  		  		  		  	
	11.4.5	  	Approve before sending the data to external vendors	  		  		  		  		  		  		  	✓	  	✓	  	✓
	11.4.6	  	Provide raw data reports from other systems (e.g. PeopleSoft) that require consolidation and manipulation of data from various sources. (List of reports to be developed and maintained by LS&Co.).	  		  		  		  		  		  		  	✓	  	✓	  	✓
	11.4.7	  	Provide ad hoc support for requests for historical data (e.g. PeopleSoft).	  		  		  		  		  		  		  	✓	  	✓	  	✓
	11.4.8	  	Manipulate data received from LS&Co. to consolidate with Workday data, and prepare reports	  		  		  		  	✓	  	✓	  	✓	  		  		  	
	11.4.9	  	Build, maintain, and modify dashboards as agreed on with LS&Co.	  		  		  		  	✓	  	✓	  	✓	  		  		  	
	11.5	  	Incident and Problem Management	  		  		  		  		  		  		  		  		  	
	11.5.1	  	Provide Incident and Problem Management process requirements.	  		  		  		  		  		  		  	✓	  	✓	  	✓
	11.5.2	  	Incorporate LS&Co. Incident and Problem Management process requirements into Supplier processes.	  	✓	  	✓	  	✓	  		  		  		  		  		  	
	11.5.3	  	Detect and acknowledge all incidents that occur and record in ticketing system.	  	✓	  	✓	  	✓	  		  		  		  		  		  	
	11.5.4	  	Proactively provide LS&Co. an update when an incident/event occurs.	  	✓	  	✓	  	✓	  		  		  		  		  		  	
	11.5.5	  	Classify and take action to resolve the incident based on agreed-to Severity Level protocol.	  	✓	  	✓	  	✓	  		  		  		  		  		  	
	11.5.6	  	Review Severity Level assignment and confirm agreement or provide corrected Severity Level and justification.	  		  		  		  		  		  		  	✓	  	✓	  	✓
	11.5.7	  	Investigation and diagnosis the cause of the Incident	  	✓	  	✓	  	✓	  		  		  		  		  		  	
	11.5.8	  	Resolve the incident and recover the system so that ongoing business operations can proceed.	  	✓	  	✓	  	✓	  		  		  		  		  		  	
	11.5.9	  	Close the Incident.	  	✓	  	✓	  	✓	  		  		  		  		  		  	

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

																					
	 No.
	  	 Process Steps
	  	Supplier
(Technical)	  	Supplier
(Functional)	  	LS&Co.
	11.5.10	  	Determine if an Incident requires long term Problem resolution and identify as a Problem within Supplier ticketing system.	  	✓	  	✓	  	✓	  		  		  		  		  		  	
	11.5.11	  	Perform root cause analysis for all identified Problems and recommend corrective action.	  	✓	  	✓	  	✓	  		  		  		  		  		  	
	11.5.12	  	Implement corrective action and close the ticket.	  	✓	  	✓	  	✓	  		  		  		  		  		  	

 12. HR LANGUAGE SUPPORT. 

The following languages for Human Resources support have been agreed upon between the Parties as of the Effective Date. 

 

					
	 	  	 Languages Supported
	  	 
	 LSA
	  	 LSE
	  	 AMA

	English	  	Dutch	  	English
	Portuguese	  	English	  	Korean
	Spanish	  	French	  	Vietnamese
		  	German	  	Japanese
		  	Italian	  	Simplified Chinese
		  	Polish	  	Traditional Chinese
		  	Russian	  	Mandarin
		  	Spanish	  	Cantonese
		  	Turkish	  	

 Note: Arabic, Czech, Greek & Hungarian language support will be provided through translation services. 

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

 MASTER SERVICES AGREEMENT* 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 2 

DESCRIPTION OF SERVICES 

ATTACHMENT 2.2 

DESCRIPTION OF SERVICES – FINANCE SERVICES 

 
  

	* 	 Certain information in this exhibit has been omitted and filed separately with the Securities and Exchange
Commission. Confidential treatment has been requested with respect to the omitted portions marked with [****]*. 

  

			
		  	

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

 TABLE OF CONTENTS 

 

							
	 1.
	 	 INTRODUCTION
	  	 	1	 
	 2.
	 	 ACCOUNTS PAYABLES (AP)
	  	 	1	 
	 3.
	 	 TRAVEL & EXPENSE (T&E) PROCESSING
	  	 	10	 
	 3.1
	 	SPLIT OF RESPONSIBILITY	  	 	10	 
	 4.
	 	 PAYROLL
	  	 	11	 
	 5.
	 	 ACCOUNTS RECEIVABLES
	  	 	21	 
	 5.1
	 	SPLIT OF RESPONSIBILITY	  	 	21	 
	 6.
	 	 GENERAL ACCOUNTING
	  	 	28	 
	 6.1
	 	SPLIT OF RESPONSIBILITY	  	 	28	 
	 7.
	 	 INVENTORY ACCOUNTING
	  	 	35	 
	 7.1
	 	SPLIT OF RESPONSIBILITY	  	 	35	 
	 8.
	 	 TREASURY TRANSACTIONS
	  	 	35	 
	 8.1
	 	SPLIT OF RESPONSIBILITY	  	 	36	 
	 9.
	 	 INTERNAL REPORTING
	  	 	36	 
	 9.1
	 	SPLIT OF RESPONSIBILITY	  	 	36	 
	 10.
	 	 INDIRECT PROCUREMENT ENABLEMENT
	  	 	36	 
	 10.1
	 	SPLIT OF RESPONSIBILITY	  	 	36	 
	 11.
	 	 TECHNOLOGY & MASTER DATA MANAGEMENT
	  	 	38	 
	 11.1
	 	SPLIT OF RESPONSIBILITY	  	 	38	 
	 12.
	 	 OTHERS
	  	 	41	 
	 12.1
	 	CONTROLS	  	 	41	 
	 12.2
	 	ESCHEATMENT PROCESS (APPLICABLE FOR LSUS ONLY)	  	 	41	 
	 13.
	 	 LANGUAGE
	  	 	41	 

  

			
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page i

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CONFIDENTIAL 

EXECUTION VERSION 
  

	1.	 INTRODUCTION 

Purpose: This Exhibit describes the Services to be performed for LS&Co. by Supplier pursuant to the Agreement. 

References: References to an Attachment, Appendix, Section or Article shall be to such Attachment or Appendix to, or Section or Article of,
this Exhibit unless otherwise provided. A reference to Exhibit includes a reference to the Attachments and Appendices attached hereto. 

Definitions: As used in this Exhibit, capitalized terms shall have the meanings set forth in Exhibit 1. Other terms used in this Exhibit
are defined where they are used and have the meanings there indicated. 
 The Services to be provided by Supplier to LSA, LSE, & AMA
under this Agreement are categorized into the following processes: 
  

	 	•	 	 Accounts Payables (AP) 

 

	 	•	 	 Travel & Expense (T&E) 

 

	 	•	 	 Payroll 

  

	 	•	 	 Accounts Receivables (AR) 

 

	 	•	 	 General Accounting (GA) 

 

	 	•	 	 Inventory Accounting 

  

	 	•	 	 Treasury Transactions 

  

	 	•	 	 Internal Reporting 

  

	 	•	 	 Procurement Enablement 

 

	 	•	 	 Technology & Master Data Management (MDM) 

Without limiting Section 3.1 of the Agreement, the Services include (a) the services, functions and
responsibilities described in this Attachment; and (b) the services, functions and responsibilities identified in the roles and responsibilities matrices contained within this Attachment for which Supplier is responsible (i.e., those Services
which have an “✓” in the column labeled Supplier). 
  

	2.	 ACCOUNTS PAYABLES (AP) 

Supplier will be responsible for performing the Accounts Payable Process. The “Accounts Payable” Process consists of a comprehensive
set of integrated functions and responsibilities that constitute, support or relate to the recording, verification, processing and payment of invoices for goods, commodities, consumables and/or services procured in connection with LS&Co.’s
business, including the Supplier Principal Activities set forth in the following table. LS&Co. will support Supplier’s performance of the Accounts Payable Process by performing the LS&Co. Principal Activities set forth in the following
table. 

  

			
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EXECUTION VERSION 
  

 2.1 Split of Responsibility 
  

															
	 #
	  	 Principal Activity
	  	LS&Co.	  	Supplier
	 	  	 	  	LSA	  	LSE	  	AMA	  	LSA	  	LSE	  	AMA
		  	Policy Governance- Define and Communicate Policies	  		  		  		  		  		  	
		  	Establish, maintain, and communicate policies, procedures, approval limits and guidelines for AP	  	X	  	X	  	X	  		  		  	
		  	Provide local legal/statutory inputs for AP policies and procedures	  	X	  	X	  	X	  		  		  	
		  	Training Supplier on new systems, new or major process changes and related process documentation	  	X	  	X	  	X	  		  		  	
		  	Updates to existing process documentation, training on regular process updates	  		  		  		  	X	  	X	  	X
		  	Physical Document Handling	  	To be finalized as part of the Mailroom &
 Scanning solution

		  	Manage inbound physical documents per agreed Mailroom & Scanning solution	  		  		  		  	X	  	X	  	X
		  	Existing LS&Co. digitization, print & archival partners like Basware, EDMS, Tessi, Iron Mountain, Bank of America, etc. to continue with their scope of work (explore managed services model with Supplier taking over
these 3rd party contracts sometime in future)	  	X	  	X	  	X	  		  		  	
		  	Receive, sort, and prepare Accounts Payables (AP) documents for scanning	  		  		  		  	X	  	X	  	X
		  	Scan in-scope Accounts Payables documents and submit for processing to workflow	  		  		  		  	X	  	X	  	X
		  	Scan AP documents identified to be in-scope for LS&Co. scanning responsibility (for instance, LS&Co. may need to scan documents for countries with low volumes making consolidation
into a central scanning solution economically & from a process efficiency standpoint less optimal)	  	X	  	X	  	X	  		  		  	
		  	Resolve scan exceptions as necessary for the Supplier in-scope documents	  		  		  		  	X	  	X	  	X
		  	LS&Co. including its other 3rd parties responsible for document handling to resolve scan exceptions for their responsibility areas	  	X	  	X	  	X	  		  		  	
		  	Submit scanned in-scope Accounts Payables documents to workflow (ReadSoft, Base)))TM, etc. as the case may be) for processing	  		  		  		  	X	  	X	  	X
		  	Reject inadequate invoices and return to critical vendors per approval from LS&Co (mostly electronic invoice return, in certain exceptions where electronic communication details are not available, physical copies may need to
be returned as part of Mailroom & Scanning function- To be finalized)	  	X	  	X	  	X	  		  		  	

  

			
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EXECUTION VERSION 
  

															
	 #
	  	 Principal Activity
	  	LS&Co.	  	Supplier
		  	Reject inadequate invoices and return to non-critical vendors as per desktop procedures (mostly electronic invoice return, in certain exceptions where electronic communication details are
not available, physical copies may need to be returned as part of Mailroom & Scanning function- To be finalized)	  		  		  		  	X	  	X	  	X
		  	Physical archival of documents to be done by LS&Co. and/or its other 3rd party service providers like Iron Mountain per LS&Co. policies & procedures	  	X	  	X	  	X	  		  		  	
		  	Electronic Archival & Retrieval of in-scope documents for Supplier processing using LS&Co. archival systems & procedures	  		  		  		  	X	  	X	  	X
		  	Return physical documents to LS&Co. and/or its physical archival partners post scanning	  		  		  		  	X	  	X	  	X
		  	Process Purchase Order (PO) Invoices	  		  		  		  		  		  	
		  	Classify invoices by name/type/complexity and assign to staff for processing	  		  		  		  	X	  	X	  	X
		  	Enter invoice and validate against PO and receipt (3 way match)	  		  		  		  	X	  	X	  	X
		  	Communicate unresolved invoice exceptions to business users through the workflow tool (Base))) or ReadSoft as the case may be) or emails for additional inputs/resolution as needed (e.g. price differences, etc.)	  		  		  		  	X	  	X	  	X
		  	Ensure that information required to meet regional regulatory and tax requirements (e.g., VAT, freight, sales taxes) exists on the invoice. If this information is not available (error identified), resolve exception around regional
regulatory and tax requirements as needed.	  		  		  		  	X	  	X	  	X
		  	Validate payment methods (EFT), create payment requests and verify approvals for payment processing	  		  		  		  	X	  	X	  	X
		  	Resolve exceptions (i.e. quantity differences, etc.) and/or refer to LS&Co. for resolution per agreed desktop procedures	  		  		  		  	X	  	X	  	X
		  	Resolve exceptions referred to LS&Co. by Supplier	  	X	  	X	  	X	  		  		  	
		  	Process Non-PO Invoices	  		  		  		  		  		  	
		  	Request approval/coding per agreed procedures	  		  		  		  	X	  	X	  	X
		  	Provide coding/approvals for non-PO invoices	  	X	  	X	  	X	  		  		  	
		  	Resolve exceptions (if any) with business units/buyer, escalate if required	  		  		  		  	X	  	X	  	X
		  	Resolve any escalated exceptions identified	  	X	  	X	  	X	  		  		  	

  

			
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EXECUTION VERSION 
  

															
	 #
	  	 Principal Activity
	  	LS&Co.	  	Supplier
		  	Communicate unresolved invoice exceptions to business users via email and/or workflow tool per desktop procedures	  		  		  		  	X	  	X	  	X
		  	Process time sensitive urgent invoices	  		  		  		  	X	  	X	  	X
		  	Process incoming invoices that require special handling (i.e. overnight requirements, return to vendor/field) or with specific instructions (i.e. requests for immediate checks) and route for LS&Co. review & approval
if required per agreed desktop procedures	  		  		  		  	X	  		  	X
		  	Review and approve invoices that require special handling per agreed procedures (applicable for LS US only)	  	X	  		  		  		  		  	
		  	Process Invoice Holds / Blocks	  		  		  		  		  		  	
		  	 Apply manual hold / block on invoices based on request by retained LS&Co. finance team

(AMA currently does not apply manual hold, however in future manual hold may be followed as standard process across all regions)
	  		  		  		  	X	  	X	  	X
		  	Approve manual hold / release on invoices	  	X	  	X	  	X	  		  		  	
		  	Release manual hold/block on invoices based on approval / direction from the retained Finance team	  		  		  		  	X	  	X	  	X
		  	Release system blocks on invoices within threshold limits & agreed desktop procedures	  		  		  		  	X	  	X	  	X
		  	Review/approve system hold release where required	  	X	  	X	  	X	  		  		  	
		  	Process Credit Memos	  		  		  		  		  		  	
		  	Receive (electronic copy), review and validate credit memos for completeness	  		  		  		  	X	  	X	  	X
		  	Resolve exceptions (if any) with business units/vendors for additional inputs or resolution as needed (e.g. request approval if credits needs to be adjusted against future payments)	  		  		  		  	X	  	X	  	X
		  	Identify invoices to offset the credit memo	  		  		  		  	X	  	X	  	X
		  	Process credit memos in the system	  		  		  		  	X	  	X	  	X
		  	Rents, Leases and Utility (RLU) Invoices	  		  		  		  		  		  	
		  	 Process the invoice per agreed procedures (non-PO or PO as the case may be)

Upload utility invoice files from Ecova into SAP in case of LS US
	  		  		  		  	X	  	X	  	X
		  	Enter, set up or modify and gain approval for recurring payments	  		  		  		  	X	  	X	  	X
		  	Review and approval of recurring payments setup	  	X	  	X	  		  	X	  		  	

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 #
	  	 Principal Activity
	  	LS&Co.	  	Supplier
		  	Follow up on RLU invoices not received which are due for payment	  		  		  		  	X	  	X	  	X
		  	Tax- VAT/Intrastat Processing & Reporting	  		  		  		  		  		  	
		  	VAT Reporting	  		  	X
 (E&Y)
	  	X
 (Affiliates)
	  	X
 (Canada &
Mexico
only)
	  		  	
		  	1099 Statutory Tax Reporting	  		  		  		  	X	  		  	
		  	Provide updates to Tax regime	  	X	  	X	  	X	  		  		  	
		  	Tax processing per decision matrix and desktop instructions	  		  		  		  	X	  	X	  	X
		  	LS&Co. to provide decision matrix for correct taxes application	  	X	  	X	  	X	  		  		  	
		  	Process Trade Card Invoice	  		  		  		  		  		  	
		  	Monitor 3 way matching in Trade Card system and resolve match exceptions (including liaison with Nexus & business partners) and interface exceptions (PO, Goods Receipt and Invoice issues)	  		  		  		  	X	  	X	  	X
		  	Resolve escalated exceptions raised by Supplier for LS&Co.’s consideration per agreed procedures	  	X	  	X	  	X	  		  		  	
		  	Process and post Trade Card Invoice	  		  		  		  	X	  	X	  	X
		  	Reconcile upload from Trade Card to SAP (Ensure completeness of invoices transferred to SAP system & Raise production support ticket for any missing invoices in SAP)	  		  		  		  	X	  	X	  	X
		  	Receive, research and address incoming invoice, credit memo, and AP helpdesk request escalations or exceptions per standardized approval matrix	  	X	  	X	  	X	  		  		  	
		  	Payments	  		  		  		  		  		  	
		  	Process Electronic Payment	  		  		  		  		  		  	
		  	Develop scheduled payment proposals to be sent to bank/banking gateway	  		  		  		  	X	  	X	  	X
		  	Perform pre-file validations for the validation files (e.g. run reports on pre-file register, validate payments, bank account validation, currency,
invoice amount)	  		  		  		  	X	  	X	  	X
		  	Review that eligible and earned discounts are taken when favorable to LS&Co. based on information provided by LS&Co. regarding discounts	  		  		  		  	X	  	X	  	X
		  	Transfer payment files to bank	  		  		  		  	X	  	X	  	X
		  	Generate remittance advices (upon request) and issue electronically	  		  		  		  	X	  	X	  	X
		  	Approve payment files prior to release	  		  		  		  	X	  	X	  	X

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 #
	  	 Principal Activity
	  	LS&Co.	  	Supplier
		  	Generate exception reports to support post processing audit	  		  		  		  	X	  	X	  	X
		  	Address banking errors or exceptions in payment processing; escalate unresolved errors to LS&Co. as needed	  		  		  		  	X	  	X	  	X
		  	Route banking error related information to Vendor Data Master group	  		  		  		  	X	  	X	  	X
		  	Address escalated banking errors and payment processing exceptions	  	X	  	X	  	X	  		  		  	
		  	Perform post-processing audit periodically	  	X	  	X	  	X	  		  		  	
		  	Create and Release Manual Payments	  		  		  		  		  		  	
		  	Request manual payments per agreed procedures	  	X	  	X	  	X	  		  		  	
		  	Verify approvals and completeness of the request and process in the system	  		  		  		  	X	  	X	  	X
		  	Clear suspense account bookings for VAT GTC	  		  		  		  		  	X	  	X
		  	Create and Release Down Payments	  		  		  		  		  		  	
		  	Request down payments per agreed procedures	  	X	  	X	  	X	  		  		  	
		  	Verify approvals and completeness of the request and process in the system	  		  		  		  	X	  	X	  	X
		  	Clear down payment account	  		  		  		  	X	  	X	  	X
		  	Create and Release Wire / EFT Payments	  		  		  		  		  		  	
		  	Prepare documentation for foreign currency wire / EFT and non-repetitive wire / EFT to facilitate wiring of funds	  		  		  		  	X	  	X	  	X
		  	Generate exception reports to support post processing audit	  		  		  		  	X	  	X	  	X
		  	Address banking errors (simple/complex) or exceptions in payment processing or escalate as necessary	  		  		  		  	X	  	X	  	X
		  	Resolve escalated banking errors in payment processing	  	X	  	X	  	X	  		  		  	
		  	Respond to request to reverse or void payments (Wire, EFT, Check), address returned, NSF or destroyed checks	  		  		  		  	X	  	X	  	X
		  	Returned Payments	  		  		  		  		  		  	
		  	Review bank statement from bank and post unprocessed/returned payments, direct debits & other incoming (non-customer) payments to AP suspense account in SAP	  		  		  		  	X	  	X	  	X
		  	Void payments, contact vendor to check data, update any changes and return to payment process	  		  		  		  	X	  	X	  	X

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 #
	  	 Principal Activity
	  	LS&Co.	  	Supplier
		  	For returned/not-void items, clear returned payment, issue credit memo, and clear document against suspense account	  		  		  		  	X	  	X	  	X
		  	For direct debits & other incoming (non-customer) payments, process the item in ERP system and clear document against suspense account	  		  		  		  	X	  	X	  	X
		  	Payroll Related Payments (Accounting)	  		  		  		  		  		  	
		  	AP processes payroll, garnishment checks or issues social benefit payment per GL template from the Payroll team	  		  		  		  	X	  	X	  	X
		  	AP processes payroll tax checks / issues payment	  		  		  		  	X	  	X	  	X
		  	Payroll related ledger updates to SAP	  		  		  		  	X	  	X	  	X
		  	AP helpdesk	  		  		  		  		  		  	
		  	Monitor 3 way matching in Trade Card system and resolve match exceptions and interface exceptions (PO, Goods Receipt and Invoices issues)	  		  		  		  	X	  	X	  	X
		  	Resolve escalated exceptions	  	X	  	X	  	X	  		  		  	
		  	Liaise with business users and Nexus Contact on Exceptions	  		  		  		  	X	  	X	  	X
		  	Support AP helpdesk Requests	  		  		  		  		  		  	
		  	Receive and resolve AP helpdesk requests	  		  		  		  	X	  	X	  	X
		  	Resolve AP helpdesk escalations	  	X	  	X	  	X	  		  		  	
		  	 Generate AP helpdesk statistics and reports as required

(understand currently volumes & other helpdesk statistics are not tracked, exact requirements to be determined and mutually agreed during Transition
Analysis along with other process Reporting requirements)
	  		  		  		  	X	  	X	  	X
		  	Vendor Account Statements	  		  		  		  		  		  	
		  	Review all vendor statements and identify past due invoices (aging based on regional criteria)	  		  		  		  	X	  	X	  	X
		  	Communicate aged credits on vendor statements if resolution cannot be determined	  		  		  		  	X	  	X	  	X
		  	Contact the vendor and request past due invoices as needed	  		  		  		  	X	  	X	  	X
		  	Provide proof of payments to vendors, tax authorities or internal customers	  		  		  		  	X	  	X	  	X
		  	Create adjustment memos where appropriate	  		  		  		  	X	  	X	  	X
		  	Reconcile bank activity for all payment types (EFT, Wire, Check) and resolve any discrepancies	  		  		  		  	X	  	X	  	X

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 #
	  	 Principal Activity
	  	LS&Co.	  	Supplier
		  	Supplier supervisor to review & approve completed reconciliations	  		  		  		  	X	  	X	  	X
		  	Periodic review of vendor statements/reconciliations	  	X	  	X	  	X	  		  		  	
		  	Monthly/Quarter/Year End Activities	  		  		  		  		  		  	
		  	Respond to data extract request (ad hoc/exception reporting)	  		  		  		  	X	  	X	  	X
		  	Provide documentation necessary to support month end accruals	  		  		  		  	X	  	X	  	X
		  	Create month end accrual files	  		  		  		  	X	  	X	  	X
		  	Review, validate and finalize accruals	  	X	  	X	  	X	  		  		  	
		  	Process accruals for any items that have been received but not processed, T&E accruals, utility accruals, p-card accruals, or non-system based
AP	  		  		  		  	X	  	X	  	X
		  	Book necessary month end entries	  		  		  		  	X	  	X	  	X
		  	Prepare reporting packages (i.e. Top 10 vendors by spend, Days Payables Outstanding, or Payments past 90 days)	  		  		  		  	X	  	X	  	X
		  	Contact vendors via email and request open item statement to close out periods	  		  		  		  	X	  	X	  	X
		  	Accounts Payable sub-ledger close and reconciliation	  		  		  		  	X	  	X	  	X
		  	 Leverage LS&Co. in-built system controls & procedures to prevent duplicate
payments
 (Evaluate additional duplicate check controls that Supplier can bring in where Base)))TM is not deployed as [****]*. Another 3rd party in US does historical duplicate payment analysis and recovery for LS US & LSE only)
	  		  		  		  	X	  	X	  	X
		  	Conduct monthly review to detect any payment duplications or invoice inaccuracies	  		  		  		  	X	  	X	  	X
		  	Review AP Aging Reports monthly to identify outstanding/open invoices or vendors with debit balances	  		  		  		  	X	  	X	  	X
		  	Extract Data and Produce Management Reports	  		  		  		  		  		  	
		  	Execute BU ad hoc data extraction requests	  		  		  		  	X	  	X	  	X
		  	Run scheduled AP metric reports and scorecards	  		  		  		  	X	  	X	  	X
		  	Create AP related ad hoc reports as needed	  		  		  		  	X	  	X	  	X
		  	Review and approve scheduled/ad hoc reports before publishing to stakeholders	  	X	  	X	  	X	  		  		  	

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 #
	  	 Principal Activity
	  	LS&Co.	  	Supplier
		  	GRIR Reconciliations	  		  		  		  		  		  	
		  	Run GRIR report from SAP/other underlying ERP system (s)	  		  		  		  	X	  	X	  	X
		  	Analyze GRIR report, vendor statements, etc.	  		  		  		  	X	  	X	  	X
		  	Take appropriate action i.e. request for Invoice Copies, liaise with the supply chain for clarifications, follow up with vendors for Goods delivery status, etc.	  		  		  		  	X	  	X	  	X
		  	Assign reason codes for maintenance for reporting purposes	  		  		  		  	X	  	X	  	X
		  	Generate quarterly report for aging of balances & maintenance by reason codes	  		  		  		  	X	  	X	  	X
		  	Quarterly review by LS&Co	  	X	  	X	  	X	  		  		  	
		  	VCOM (Trade Vendor Compliance)	  		  		  		  		  		  	
		  	Download and prepare shipment data ready for VCOM from Dashboards	  		  		  		  	X	  	X	  	X
		  	Raise VCOM request to notify chargeback	  		  		  		  	X	  	X	  	X
		  	Approve VCOM request	  	X	  	X	  	X	  		  		  	
		  	Resolve or escalate issues arising from VCOM request	  		  		  		  	X	  	X	  	X
		  	Solve escalated issues	  	X	  	X	  	X	  		  		  	
		  	Debit Memo for Quality Audit(QA), Term of Engagement (TOE) and	  		  		  		  		  		  	
		  	Advise list of vendors, charges and frequency of billing that is entitled QA, TOE or TS fees (done by SSM)	  		  		  	X	  		  		  	
		  	Raise Debit Memo in SAP per advise	  		  		  		  		  		  	X
		  	Follow up with vendors to collect the fees, working with SSM team as required	  		  		  		  		  		  	X
		  	Process the collected fees in SAP	  		  		  		  		  		  	X
		  	Work with GL team to reclassify fees charge to the correct taxed entity	  		  		  		  		  		  	X

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

 3. TRAVEL & EXPENSE (T&E) PROCESSING 

3.1 SPLIT OF RESPONSIBILITY 
  

																									
	 Principal Activity
	  	LS&Co.	 	  	Supplier	 
	 	  	LSA	 	  	LSE	 	  	AMA	 	  	LSA	 	  	LSE	 	  	AMA	 
	 Define and Communicate Policy
	  				  				  				  				  				  			
	Create establish, maintain, and communicate any new changes to policies, procedures, approval limits and guidelines for T&E. Act as a liaison with Corporate and respond to any requests	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Provide local legal/statutory inputs for T&E policies and procedures
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Determine and maintain audit rules, including sample percents, business-coded controls, and random sampling methodology	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Communicate existing expense reimbursement policies and approval limits; respond to user queries; escalate policy questions to Retained organization as needed	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 Training Supplier on new systems, new or major process changes and related process
documentation
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Updates to existing process documentation
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 Training LS&Co. employees/vendors/customers on existing processes
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 Process Expense Receipts
	  				  				  				  				  				  			
	 Acknowledge physical receipt of expense receipts in Concur for compliance
	  				  	 	X	 	  	 	X	 	  				  				  			
	 Electronically attach receipts in Concur (employees)
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Submit non-concur expense claims (employees)
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Scan and upload/email expense claim form & receipts for processing
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Audit agreed % of expense statements
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 Process T&E payments for submitted expense receipts
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 Roll out Concur & Cards to more countries
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Cutover planning for Concur
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Co-ordination with LS&Co. for concur & card
rollout program
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 Unpaid Expense Report Monitoring
	  				  				  				  				  				  			
	 Monitor unpaid expense claims    
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 Handle unpaid claims through multiple level of escalations using workflow tool
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

													
	 Principal Activity
	  	LS&Co.	  	Supplier
	 T&E Support
	  		  		  		  		  		  	
	 Respond to incoming inquiries related to T&E policy
	  		  		  		  	X	  	X	  	X
	 Escalate inquiries to Retained organization for resolution as needed
	  		  		  		  	X	  	X	  	X
	 Resolve escalated inquiries and service requests as needed
	  	X	  	X	  	X	  		  		  	
	 Audit employee claims against company policy
	  		  		  		  	X	  	X	  	X
	 Review policy non-compliance and determine corrective
action as needed
	  	X	  	X	  	X	  		  		  	
	 Provide ongoing T&E compliance reports and analytics per agreed procedures
	  		  		  		  	X	  	X	  	X
	 Electronic archival of expense statements & receipts per agreed procedures using
LS&Co. tools
	  		  		  		  	X	  	X	  	X
	 Physical archival of expense statements & receipts
	  	X	  	X	  	X	  		  		  	
	 Corporate Card Support
	  		  		  		  		  		  	
	 Audit personnel compliance for employee corporate card usage
	  		  		  		  	X	  	X	  	X
	 Administer new employee corporate cards
	  	X	  	X	  	X	  		  		  	
	 Administer existing Corporate Card accounts
	  	X	  	X	  	X	  		  		  	
	 Access HR report for all employee changes requiring changes to Corporate Card records
	  	X	  	X	  	X	  		  		  	
	 Process any changes to bank details, department, termination through Vendor Data Master
group
	  	X	  	X	  	X	  		  		  	
	 Address banking errors/exceptions in payment processing, escalate as necessary to
LS&Co
	  		  		  		  	X	  	X	  	X

 4. PAYROLL 
  

																									
	 Process Steps
	  	LS&Co.	 	  	Supplier	 
	 	  	LSA	 	  	LSE	 	  	AMA	 	  	LSA	 	  	LSE	 	  	AMA	 
	 System and Application Services and Maintenance
	  				  				  				  				  				  			
	 Host, manage, support and maintain the Systems
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Applying support packs (containing statutory updates and program corrections) to the
system
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Support the application and database hardware
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Maintaining testing/training environment with segregation and security of client
data    
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Support and maintain Vendor controlled hardware to facilitate communications from Vendor via
client’s network connection link
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 Process Steps
	  	LS&Co.	  	Supplier	 
	 Provide application backup recovery and offsite storage services
	  	X	  	X	  	X	  		  		  			
	 Maintain and test disaster recovery facility and procedures
	  	X	  	X	  	X	  		  		  			
	 Applying application maintenance releases or upgrades
	  	X	  	X	  	X	  		  		  			
	 Build integration with multiple systems, HR, Time and Attendance, and finance systems
	  	X	  	X	  	X	  		  		  			
	 Approve/signoff on 9.0 integrations
	  	X	  	X	  	X	  		  		  			
	Take all reasonable measures to restore service to if outages to the System occur. Update client with details of the cause of the disruption and an estimated time remaining until resumption of normal service.	  	X	  	X	  	X	  		  		  			
	 Schedule and notify client of system downtime
	  	X	  	X	  	X	  		  		  			
	 Maintain the appropriate management control procedures for effective management of:
	  	X	  	X	  	X	  		  		  			
	 • Environment availability,
	  	X	  	X	  	X	  		  		  			
	 • Change to hardware and software, and
	  	X	  	X	  	X	  		  		  			
	 Problem Identification and resolution within vendor’s responsibilities
	  	X	  	X	  	X	  		  		  			
	 Selecting and procuring bandwidth for maximum processing demands
	  	X	  	X	  	X	  		  		  			
	 Pay all installation, use, service and repair charges for the communication lines to connect to
Vendor facilities
	  	X	  	X	  	X	  		  		  			
	 Maintain segregation between testing and production environments
	  	X	  	X	  	X	  		  		  			
	Maintain appropriate procedures for the segmentation and security of client data (i.e. client data is segmented on the System so that it cannot be viewed by other clients)	  	X	  	X	  	X	  		  		  			
	Monitor, analyze and manage the capacity and performance of the Vendor application and database server hardware	  	X	  	X	  	X	  		  		  			
	Immediately notify Vendor of faults or errors discovered in the System or in the provision of services (including failure of the System to perform in accordance with the specifications of the Agreement) and provide Vendor with
documented examples of such fault or error    	  	X	  	X	  	X	  		  		  			
	Take commercially reasonable measures to rectify faults or errors impacting the performance of Vendor controlled technical infrastructure in accordance with the Agreement	  	X	  	X	  	X	  		  		  			
	Manage an issue log	  		  		  		  	X	  	X	  	 	X	 

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

													
	 Process Steps
	  	LS&Co.	  	Supplier
	Maintain and regularly review procedures for the implementation of application software including patches and upgrades	  	X	  	X	  	X	  		  		  	
	Notify clients of major version upgrades; schedule implementations of such upgrades, having regard to the scope of changes and business impacts	  	X	  	X	  	X	  		  		  	
	Provide guidance on specific areas to test when version upgrades are applied	  	X	  	X	  	X	  		  		  	
	Provide support services	  	X	  	X	  	X	  		  		  	
	Undertake unit testing of changes (if required). Develop, complete and validate testing scenarios when upgrades are applied.	  	X	  	X	  	X	  		  		  	
	Undertake testing of changes (e.g. acceptance testing, etc.) if required; develop, complete, and validate testing scenarios when upgrades are applied	  	X	  	X	  	X	  		  		  	
	System configuration changes required by client	  	X	  	X	  	X	  		  		  	
	Approve/signoff 29.0 system configuration changes	  	X	  	X	  	X	  		  		  	
	Report relevant technical failures	  		  		  		  	X	  	X	  	X
	Conduct all necessary system checks (including virus checks) associated with any exchange of data and the use of the system to prevent the transfer of viruses.	  	X	  	X	  	X	  		  		  	
	Responsible for any System or software error resulting from misuse of the System	  	X	  	X	  	X	  		  		  	
	Define and approve LS&Co. users	  	X	  	X	  	X	  		  		  	
	Define Supplier Users	  	X	  	X	  	X	  		  		  	
	Confirm that client representatives comply with any applicable terms	  	X	  	X	  	X	  		  		  	
	Manage and maintain all password/ID setups as well as changes	  	X	  	X	  	X	  		  		  	
	Build & maintain any required benefit calculations (i.e., retirement plans.)	  	X	  	X	  	X	  		  		  	
	 Data Management
	  		  		  		  		  		  	
	Provide standard specifications or templates for all agreed inputs, for example HR interfaces    	  	X	  	X	  	X	  		  		  	
	Upload the data to payroll application where interfaces are not available (including employee demographic data)	  		  		  		  	X	  	X	  	X
	Provide updated templates to client as the System changes require	  		  		  		  	X	  	X	  	X

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

													
	 Process Steps
	  	LS&Co.	  	Supplier
	Handle all data in accordance with the applicable local Vendor privacy policy and other audit requirements	  		  		  		  	X	  	X	  	X
	Validate and input residual data not received via HR interface or by ESS	  		  		  		  	X	  	X	  	X
	Upload HR interface file	  		  		  		  	X	  	X	  	X
	Check updated master file data changes against source data	  		  		  		  	X	  	X	  	X
	Manage upload of additional data into payroll application	  		  		  		  	X	  	X	  	X
	Retain electronic copy of all data uploaded for the processing period	  		  		  		  	X	  	X	  	X
	Provide file format specifications to assist client to build interface from existing client HR system	  		  		  		  	X	  	X	  	X
	Log any issues in relation to HR data load (if applicable)	  		  		  		  	X	  	X	  	X
	Notify relevant governmental authority of employee changes	  		  		  		  	X	  	X	  	X
	Manage notification of System errors to 3rd parties or LS&Co. in a timely manner	  		  		  		  	X	  	X	  	X
	Obtain the consent of any party whose personal data or funds are affected by the terms of the Agreement to enable both Vendor and client to perform their respective obligations.	  		  		  		  		  		  	
	Input new employee information and employee master file changes electronically and in accordance with the Payroll Schedule	  		  		  		  	X	  	X	  	X
	Confirm all data is complete	  		  		  		  	X	  	X	  	X
	Maintain earnings and deductions	  		  		  		  	X	  	X	  	X
	Maintain pay calendar	  		  		  		  	X	  	X	  	X
	Maintain accrual rules	  		  		  		  	X	  	X	  	X
	Maintain tax rules	  		  		  		  	X	  	X	  	X
	Maintain garnishment rules	  		  		  		  	X	  	X	  	X
	Enter/Update pay distribution preference	  		  		  		  	X	  	X	  	X
	Enter/Update advice/stub viewing preference	  		  		  		  	X	  	X	  	X
	Enter/Update direct deposit information	  		  		  		  	X	  	X	  	X
	Enter/Update regulatory tax information in the system	  		  		  		  	X	  	X	  	X
	Enter/Update state employee tax elections	  		  		  		  	X	  	X	  	X
	Enter/Update local employee Tax elections	  		  		  		  	X	  	X	  	X

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

													
	 Process Steps
	  	LS&Co.	  	Supplier
	Enter/Update voluntary deductions	  		  		  		  	X	  	X	  	X
	Provide system access to on-line advice/stub system.	  		  		  		  	X	  	X	  	X
	Provide systems access to on-line Wage & Tax Statements system	  		  		  		  	X	  	X	  	X
	Provide systems access to on-line Wage & Tax statement corrections system.	  		  		  		  	X	  	X	  	X
	Enter/Update garnishments	  		  		  		  	X	  	X	  	X
	Maintain employee deductions related to benefits	  		  		  		  	X	  	X	  	X
	Payroll Time Data Inputs	  		  		  		  		  		  	
	Upload time data file from TimeSaver and Kronos. (and equivalent systems/processes from each country)	  		  		  		  	X	  	X	  	X
	Check updated time data changes against source data.	  		  		  		  	X	  	X	  	X
	Maintain softcopy of upload information on file for the processing period.	  		  		  		  	X	  	X	  	X
	Log any issues in relation to time data load (if applicable).	  		  		  		  	X	  	X	  	X
	Enter positive time and exceptions	  		  		  		  	X	  	X	  	X
	Review and approve time	  	X	  	X	  	X	  		  		  	
	Process T&A	  		  		  		  	X	  	X	  	X
	Review and resolve warnings and errors (including missing approvals)	  		  		  		  	X	  	X	  	X
	Enter adjustments	  		  		  		  	X	  	X	  	X
	Process T&A iteratively until clean	  		  		  		  	X	  	X	  	X
	Submit error free (from Kronos or other T&A rules) T&A file to payroll and Identify errors	  		  		  		  	X	  	X	  	X
	Send errors to managers/time keeper to correct	  		  		  		  	X	  	X	  	X
	Receive Corrected data from T&A systems and reprocess file	  		  		  		  	X	  	X	  	X
	Reprocess 13.0 corrected T&A file	  		  		  		  	X	  	X	  	X
	Maintain Time and Attendance system including employee access and password resets    	  		  		  		  	X	  	X	  	X
	Employee Self Service / Manager Self Service	  		  		  		  		  		  	
	Enter overtime, meal allowances and standby allowances if agreed between the parties	  		  		  		  	X	  	X	  	X

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

																									
	 Process Steps
	  	LS&Co.	 	  	Supplier	 
	Enter leave application data if agreed between the parties	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Update Bank details if agreed between the parties.	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Provide training and support for users of ESS and/or MSS as applicable	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Authorize self-service transactions	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Pre-Payroll Processing	  				  				  				  				  				  			
	Confirm timely funding of accounts for dispersal of employee payroll through agreed upon bank	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Create, maintain and distribute Payroll Schedule for each country on a calendar year basis	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Approve payroll schedule	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Load pay variation data	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Verify data loads	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Calculate termination payments	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Validate and approve termination payment calculations for all special handling cases	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Payroll Processing	  				  				  				  				  				  			
	Update and maintain parameters for payroll process and set control records for pay cycle status (such as, run/check/edit)	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Monitor pay process against scheduled timeframes	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Perform leave update (time evaluation) process for current payroll	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	For each pay run:	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 • Run trial pay (simulation)
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 • Verify trial pay run results and reports
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 • Review trial pay reports
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 • Rectify advised errors in trial pay
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 • Give approval for final pay run    
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Finalize pay and perform payroll release in accordance with pre-agreed processing schedules	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Reconciliation of payments and deductions for payroll purposes	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

													
	 Process Steps
	  	LS&Co.	  	Supplier
	Request for off cycle process	  	X	  	X	  	X	  		  		  	
	Process and calculate off-cycle processes	  		  		  		  	X	  	X	  	X
	Maintain process and procedure manuals	  		  		  		  	X	  	X	  	X
	Send approved additional pay (bonus, commission, incentives etc.) files to Supplier	  	X	  	X	  	X	  		  		  	
	Receive approved commission files	  		  		  		  	X	  	X	  	X
	Receive approved additional pay (bonus, incentive, etc.) files	  		  		  		  	X	  	X	  	X
	Calculate 100% deferrals	  		  		  		  	X	  	X	  	X
	Review pay data and identify errors	  		  		  		  	X	  	X	  	X
	Work with customer to determine correction method, if needed	  		  		  		  	X	  	X	  	X
	Make corrections to pay	  		  		  		  	X	  	X	  	X
	Setup for split Payrolls	  		  		  		  		  	X	  	X
	Run balancing and audit reports	  		  		  		  	X	  	X	  	X
	Review exceptions and escalate as needed	  		  		  		  	X	  	X	  	X
	Resolve escalated exceptions	  	X	  	X	  	X	  		  		  	
	Create and distribute payroll register	  		  		  		  	X	  	X	  	X
	Close payroll	  		  		  		  	X	  	X	  	X
	Run GL interface & send files manually to AP	  		  		  		  	X	  	X	  	X
	Create and Send ACH (3rd party provider)	  		  		  		  	X	  	X	  	X
	Create and Send Positive Pay (3rd party provider)	  		  		  		  	X	  	X	  	X
	Create and Send Tax Payments (3rd party provider)	  		  		  		  	X	  	X	  	X
	Create and Send 3rd Party Interfaces	  		  		  		  	X	  	X	  	X
	Print Checks (3rd party provider)	  	X	  	X	  	X	  		  		  	
	Distribute Checks (3rd party provider- )	  	X	  	X	  	X	  		  		  	
	Process scheduled off-cycle and on-demand Payrolls	  		  		  		  	X	  	X	  	X
	Reclassification of OT/Rates due to local statutory requirements such as for bonuses etc.	  		  		  		  	X	  	X	  	X
	Perform check cancellations and replacements	  		  		  		  	X	  	X	  	X

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

																									
	 Process Steps
	  	LS&Co.	 	  	Supplier	 
	Process overpayment recoveries	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Process deferred compensation disbursements	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 Post-Payroll Processing
	  				  				  				  				  				  			
	Apply support packs (containing statutory updates and program corrections) provided by SAP to the System	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Prepare electronic payroll reports	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Direct communication with employees	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 Leave Management
	  				  				  				  				  				  			
	Advise Vendor of any changes to leave management rules	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Submit changes to leave management rules as per client instructions	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Ensure leave details are loaded into the System	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Process leave payments through payroll process	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 Termination Management
	  				  				  				  				  				  			
	Direct termination notification to Vendor (including any additional payment details for termination pay)	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Calculate termination payments	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Authorize termination payments	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Process calculated termination payment	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Deliver payment to employee via EFT, as applicable	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Delivery payments to employees via check	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Prepare statutory termination forms (e.g., tax certificates, ROEs), if required	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Confirm that employee termination has been finalized in the System	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Notify relevant government authority of employee terminations	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 Payback Agreement with Employees
	  				  				  				  				  				  			
	Administer any payback amounts with employees	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Payback amount to be adjusted along with next payrun	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

																									
	 Process Steps
	  	LS&Co.	 	  	Supplier	 
	Collection of payback amount for terminated employees	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 End-of-Month
Activities
	  				  				  				  				  				  			
	Prepare and upload to ERP client general ledger interface file	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Provide financial reports to client, as agreed between the parties	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Prepare and transmit, as agreed between the parties, all electronic standard and country specific payroll and reports	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Reconcile regulatory report data with payroll outputs	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Provide additional monthly services for lodgments and remittance of funding as agreed between the parties	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Adhoc Reporting requests	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 Client Relationship Management
	  				  				  				  				  				  			
	Performance metrics reporting, as agreed	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 End–of-Year Activities
	  				  				  				  				  				  			
	Advise any regulatory changes	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Manage a timetable for the reporting of yearly taxation and regulatory requirements.	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Produce year-end reconciliation.	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Approve year-end reconciliation.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Collate tax relief details for countries as required.	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Produce electronic forms/files for year-end lodgment to employees and government authorities, as agreed between the parties.	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Submission of hard copy file (if required)	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Distribute employee forms to employees on a per country basis.	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Produce and publish payroll calendar	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Perform quarter-end self-audit	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Perform year-end self-audit	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Generate quarter-end reports	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Generate quarter-end interfaces	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Generate year-end reports	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

																									
	 Process Steps
	  	LS&Co.	 	  	Supplier	 
	Generate year-end interfaces	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Identify and make corrections, reconcile corrections and remit final quarter-end reports	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Identify and make corrections, reconcile corrections and remit final quarter-end interfaces	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Identify and make corrections, reconcile corrections and remit final year-end reports	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Identify and make corrections, reconcile corrections and remit final year-end interfaces	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Support audits and statutory compliance	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Create wage & Tax statements-3rd party provider ADP	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Distribute hard copy wage & Tax statements	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Other Payroll Activities
	  				  				  				  				  				  			
	Develop and maintain interface between client HR system and the Payroll System	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Develop and maintain interface program to receive and process client HR data	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Monitor country specific public holiday calendars including any changes	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Complete Garnishment wage attachment process	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Complete Verification of Employment	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Complete Unemployment management services or equivalent-3rd party provider	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Additional Responsibilities
	  				  				  				  				  				  			
	Arrange preparation of regulatory forms and reports for countries where electronic filing is not available	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Arrange preparation of regulatory forms and reports for countries where electronic filing is available	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Arrange filing of regulatory forms and reports with the government authorities for countries where electronic filing is not available. In Asia Pacific, Vendor will work with lodgment services as necessary	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Arrange filing of regulatory forms and reports with the government authorities for countries where electronic filing is available	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

													
	 Process Steps
	  	LS&Co.	  	Supplier
	Arrange for the remittance of regulatory deductions to relevant government authorities or authorized local banks, as agreed between the parties	  	X	  	X	  	X	  		  		  	
	Manage lodgment of year-end regulatory forms and reports with government authorities for each country	  		  		  		  	X	  	X	  	X
	Manage Payroll Service Delivery	  		  		  		  	X	  	X	  	X
	Receive Customer Request	  		  		  		  	X	  	X	  	X
	Analyze Customer Request	  		  		  		  	X	  	X	  	X
	Research Customer Request	  		  		  		  	X	  	X	  	X
	Perform Additional Research (as needed)	  		  		  		  	X	  	X	  	X
	Fulfill Customer Request	  		  		  		  	X	  	X	  	X
	Contact Customer to Ensure Satisfaction	  		  		  		  	X	  	X	  	X
	Manage Inquiries / Requests	  		  		  		  	X	  	X	  	X
	Analyze Contact Center Capabilities	  		  		  		  	X	  	X	  	X
	Identify Contact Center Needs	  		  		  		  	X	  	X	  	X
	Ensure Contact Center Staff Optimization	  		  		  		  	X	  	X	  	X
	Manage Contact Center Service Delivery	  		  		  		  	X	  	X	  	X
	Manage Documents	  		  		  		  	X	  	X	  	X
	Monthly, Quarterly, annual regulatory & tax filings/reporting to include but are not limited to lodgments.	  		  		  		  	X	  	X	  	X

 5. ACCOUNTS RECEIVABLES 

5.1 SPLIT OF RESPONSIBILITY 
  

																									
	 Principal Activity
	  	LS&Co.	 	  	Supplier	 
	 	  	LSA	 	  	LSE	 	  	AMA	 	  	LSA	 	  	LSE	 	  	AMA	 
	 Define and Communicate Policy
	  				  				  				  				  				  			
	Establish, maintain, and communicate credit policies, regulatory requirements, procedures, approval limits and guidelines	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Provide list of delegated powers of authority who can override 3rd party credit recommendations and provide authorization above service provider limits	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Provide local legal / statutory inputs for policies and procedures	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Training Supplier on new systems, new or major process changes and related process documentation	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

													
	 Principal Activity
	  	LS&Co.	  	Supplier
	Updates to existing process documentation, training on regular process updates	  		  		  		  	X	  	X	  	X
	 Process Credit Request
	  		  		  		  		  		  	
	(Supplier to be responsible for non-strategic customers only. Split between strategic and non-strategic customers to be agreed during Transition
Analysis)	  		  		  		  		  		  	
	Receive incoming credit requests for new customers. Collect and compile financials and other supporting documentation per guidelines needed to evaluate credit	  		  		  		  	X	  	X	  	X
	Assess customer credit limit based on LS&Co. policy and 3rd party data (i.e. Dunn and Bradstreet)	  		  		  		  	X	  	X	  	X
	Provide credit recommendation, including payment terms and recommendations for credit limit per agreed desktop procedures	  		  		  		  	X	  	X	  	X
	Determine the security needed and held (letter of credit and deposits)	  		  		  		  	X	  	X	  	X
	Submit credit recommendation for approval based on pre-defined approval matrix	  		  		  		  	X	  	X	  	X
	Provide final approval on credit limits	  	X	  	X	  	X	  		  		  	
	Notify customer of approved limit and payment terms as needed	  		  		  		  	X	  	X	  	X
	Coordinate credit approval process where significant customer interaction is required	  		  		  		  	X	  	X	  	X
	Coordinate with Treasury to track letters of credit	  	X	  	X	  	X	  		  		  	
	Maintain customer data used to make credit decisions (physical document handling to be agreed as part of overall Mailroom & Scanning solution)	  		  		  		  	X	  	X	  	X
	Liaison with Banks for bank guarantee, Letter of credit- including physical handling	  	X	  	X	  	X	  		  		  	
	Review credit holds when order limits are exceeded in order to assess whether orders should be fulfilled	  	X	  	X	  	X	  		  		  	
	Administer credit block release within established approval authority and guidelines	  		  		  		  	X	  	X	  	X
	Update to credit limits per request from LS&Co	  		  		  		  	X	  	X	  	X
	Track existing customers to ensure credit limit is reviewed for all on an annual basis	  		  		  		  	X	  	X	  	X
	Provide recommendation and support for annual credit limit changes to LS&Co. (SAP)	  		  		  		  	X	  	X	  	X

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

																									
	 Principal Activity
	  	LS&Co.	 	  	Supplier	 
	LS&Co. review/approve recommended Credit Limit changes.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Receive, research and address process escalations per agreed desktop procedures	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Customer Billing
	  				  				  				  				  				  			
	Ensure proper tax application for customer invoices, correct errors per agreed desktop procedures	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Run billing extracts and generate customer invoices	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Record reconciliation of invoices processed by SAP and 3rd part vendors to process broadcasting and mailing of invoices (both for LSA and LSE)	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Generate manual customer invoices per request/instructions from LS&Co	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 Dispatch of manual customer invoices
 (EMDS,
Tessi to continue dispatch activities in future). Requirement of physical invoice dispatch by Supplier, if any to be as per agreed Mailroom & scanning solution).

AMA would like Supplier to dispatch physical customer invoices- To be finalized as part of Mailroom & Scanning Solution)
	  	 	X	 	  	 	X	 	  				  				  				  	 	X	 
	Process chargebacks per approval/instruction from LS&Co	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Address incoming customer billing inquiries per LS&Co. guidelines	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Make applicable pricing corrections as needed (based on approval from business teams)	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Escalate customer billing inquiries or exception requests as needed to business teams	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Research and resolve escalated invoice adjustment requests from the customer	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Process Customer rebates per agreed procedures	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 AR Sub Ledger Period Close
	  				  				  				  				  				  			
	Close AR sub ledger at period end with associated reconciliation to General Ledger	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Provide to General Ledger teams AR sub ledger reporting as part of month end close	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 Provide month end close timetable and list of activities to be performed.

(Split of period close activities between Supplier and LS&Co. to be agreed as part of Transition Analysis and detailed as part of desktop
procedures)
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Execute activities according to close timetable	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

																									
	 Principal Activity
	  	LS&Co.	 	  	Supplier	 
	 Cash Application
	  				  				  				  				  				  			
	Manage the process of receiving manual payments, deposit cash/check receipts into bank accounts, share details for cash application with Supplier team	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Review payment details from bank website, including images of checks, customer remittances and debit memos	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Audit and balance each electronic file transmission and resolve exceptions (i.e., payments not matching, short payments, over payments, and unapplied cash)	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 Manage the process of auditing and balancing each electronic file transmission and resolve
exceptions
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 Notify LS&Co. of exceptions requiring approvals
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 Provide required approvals
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Assist the billing team and customers in researching and resolving short and over payments, missing invoices or any other billing discrepancies	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Receive electronic payment information from appropriate lockbox, and verify auto-cash application against customer invoices or credit memos in the ERP system	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 Manage automated administration and collection of cash
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 Verify receipt of daily lockbox statements (automatic & manual lockboxes)
	  				  				  				  	 	X	 	  	 	X	 	  			
	 Process remittance advices by allocating payment receipts to the relevant
Invoices/transactions
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Manage the process of validating, posting and applying incoming payments received from customers to the A/R sub-ledger, in accordance with customer remittance advice details, following
written guidelines and policies; leveraging banks responsibilities already in place	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Identify deductions from remittances and raise debit / credit memos to reflect debits taken (short pays or deductions) – notifying collections as appropriate	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 Investigate and resolve unapplied and unidentified cash items
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 Resolve “on account” cash remittances and/or escalate to LS&Co. per agreed desktop
procedures
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 Process refunds within authorized limits
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 Create request for refunds above the authorized limit
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 Approve or deny refund requests above authorized limits
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

																									
	 Principal Activity
	  	LS&Co.	 	  	Supplier	 
	 Process approved refund requests above authorized limits
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 Process Intercompany Cash Settlement Transactions
	  				  				  				  				  				  			
	 Apply intercompany cash to appropriate company
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 Settle intercompany transactions (manually/automated)
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 Approve intercompany cash amounts applied
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Cash Reconciliation and Other Periodic Activities
	  				  				  				  				  				  			
	 Compare bank records against ERP to ensure that the data is synchronized accurately
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 Perform cash reconciliation between batched cash and cash posted to the AR sub-ledger
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 Investigate and resolve reconciliation issues identified from daily cash
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 Reconcile intercompany transactions
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 Reconcile customer account (at agreed frequency) based on payments received
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 Receive, research and address cash application reconciliations escalations
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Generate customer account statements
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 Dispatch of customer statements (electronic/physical)
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 Past Due &Collections
	  				  				  				  				  				  			
	(Supplier to be responsible for non-strategic customers only. Split between strategic and non-strategic customers to be agreed during Transition
Analysis)	  				  				  				  				  				  			
	 Run monthly A/R balances reports (i.e., aging reports in SAP)
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 Identify customers with past due balances and analyze reasons for
non-payment
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 Oversee automated daily collections task-list for work distribution and collections
activities
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 Prioritize collections activities based on tasks assigned to collectors and in accordance with
LS&Co. collections guidelines
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 Set collection targets for team/individuals to drive collections
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 Review, Approve overall collections strategy
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Perform Bad Debt Analysis
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

													
	 Principal Activity
	  	LS&Co.	  	Supplier
	 Review and Approve Bad Debt Analysis
	  	X	  	X	  	X	  		  		  	
	Contact key strategic customers or high dollar balance customers in accordance with written credit and collection policies and procedures to determine if debt is collectable
(AMA* business decision to have Supplier collect all customer accounts)	  	X	  	X	  		  		  		  	X
	Contact non-strategic customers or small dollar balance customers in accordance with written credit and collection policies and procedures to determine if debt is collectable	  		  		  		  	X	  	X	  	X
	Request payment of outstanding invoices which are due for strategic customers and identify invoice disputes (AMA business decision to have Supplier collect all customer accounts)	  	X	  	X	  		  		  		  	X
	Request payment of outstanding invoices which are due for non-strategic customers and identify invoice disputes	  		  		  		  	X	  	X	  	X
	Record customer contact information and collection notes for strategic or high dollar balance customers (AMA business decision to have Supplier collect all customer accounts)	  	X	  	X	  		  		  		  	X
	Record customer contact information and collection notes for non-strategic or small dollar balance customers	  		  		  		  	X	  	X	  	X
	Discuss causes for delinquency and implement corrective actions with customers. Identify opportunities to improve customer payments within terms (i.e. for strategic customers in LS&Co. scope)	  	X	  	X	  	X	  		  		  	
	Discuss causes for delinquency and implement corrective actions with customers. Identify opportunities to improve customer payments within terms (i.e. for non-strategic customers in-scope for Supplier)	  		  		  		  	X	  	X	  	X
	 Create customer dunning letters/statements and send to customers (physical dispatch requirements to be agreed as part of
Mailroom & Scanning solution)
 Note: AMA & US currently do not dispatch dunning letters.
	  		  		  		  	X	  	X	  	X
	Manage collection process of strategic insolvent/bankrupt customers, follow up progress with administrators and receivers until insolvency is concluded. The terms and conditions of sale should include clause on recovery of
LS&Co. products.	  	X	  	X	  	X	  		  		  	
	Manage collection process of non-strategic insolvent/bankrupt customers, follow up progress with administrators and receivers until insolvency is concluded. The terms and conditions of sale
should include clause on recovery of LS&Co. products.	  		  		  		  	X	  	X	  	X
	For draft transactions against a letter of credit, follow-up with strategic customer to inform that we will draw from their letter of credit	  	X	  	X	  	X	  		  		  	

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

													
	 Principal Activity
	  	LS&Co.	  	Supplier
	For draft transactions against a letter of credit, follow-up with non-strategic customer to inform that we will draw from their letter of credit	  		  		  		  	X	  	X	  	X
	 Approve and maintain list of customers that are defined as strategic
	  	X	  	X	  	X	  		  		  	
	 Propose change in payment terms and or payment plan where needed
(non-strategic customers only)
	  		  		  		  	X	  	X	  	X
	 Approve change in payment terms or approve payment plan where needed
	  	X	  	X	  	X	  		  		  	
	 Provide ‘Go forth and Collect’ reporting to the business on monthly basis (for non-strategic customers)
	  		  		  		  	X	  	X	  	X
	 Review and approve customers authorized for payment plans under defined terms and periods
	  	X	  	X	  	X	  		  		  	
	 Unauthorized discount recovery
	  		  		  		  		  	X	  	
	 Post dated check management
	  		  	X	  	X	  		  		  	
	 Direct debit management (mainly Spain, GAS, also Italy)
	  		  		  		  		  	X	  	
	 Manage Write-offs
	  		  		  		  		  		  	
	(Supplier to be responsible for non-strategic customers only. Split between strategic and non-strategic customers to be agreed during Transition
Analysis)	  		  		  		  		  		  	
	 Initiate request for accounts/invoices write-offs, seek approval and make updates as
necessary
	  		  		  		  	X	  	X	  	X
	 Approve “write off” requests which are outside the authorization levels in accordance
with written policies, procedures and rules
	  	X	  	X	  	X	  		  		  	
	 Refer LS&Co. approved aged receivables to collection agency
	  		  		  		  	X	  	X	  	X
	 Coordinate collections and write-offs with collection agency
	  		  		  		  	X	  	X	  	X
	 Validate write-offs as needed
	  	X	  	X	  	X	  		  		  	
	 Receive, research and address collections escalations
	  	X	  	X	  	X	  		  		  	
	 Customer Disputes
	  		  		  		  		  		  	
	(Supplier to be responsible for non-strategic customers only. Split between strategic and non-strategic customers to be agreed during Transition
Analysis)	  		  		  		  		  		  	
	 Log incoming customer service issues, inquiries or disputes
	  		  		  		  	X	  	X	  	X
	 Provide guidelines for billing adjustments
	  	X	  	X	  	X	  		  		  	
	 Identify billing adjustments needed and their type based on guidelines provided
	  		  		  		  	X	  	X	  	X
	 Recommend billing adjustments
	  		  		  		  	X	  	X	  	X

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

													
	 Principal Activity
	  	LS&Co.	  	Supplier
	 Escalate unresolved customer disputes to business units based on escalation matrix
	  	X	  	X	  	X	  		  		  	
	 Refer uncollectible disputes to 3rd party collection agencies

(write off only per agreed desktop procedures and approval from LS&Co)
	  		  		  		  	X	  	X	  	X
	Manage 3rd party collection efforts, resolve “exception” or unique customer disputes, and post any entries related to outcomes of dispute management resolution	  	X	  	X	  	X	  	X	  	X	  	X
	Share analysis with LS&Co. on channel and customer disputes to identify customer specific and channel trends. Investigate root cause and address prevention with internal and external sources	  		  		  		  	X	  	X	  	X
	 Review and provide updates/actions to be taken if any
	  	X	  	X	  	X	  		  		  	
	 Reporting
	  		  		  		  		  		  	
	 Generate agreed process reports per procedures
	  		  		  		  	X	  	X	  	X
	 Jointly participate in periodic business/process performance reviews
	  	X	  	X	  	X	  	X	  	X	  	X
	 Calculate DSO to determine average number of days to collect revenue
	  		  		  		  	X	  	X	  	X
	 Prepare unapplied cash report
	  		  		  		  	X	  	X	  	X
	 Prepare Daily aging by credit report
	  		  		  		  	X	  	X	  	X
	 Prepare Daily customer balance detail
	  		  		  		  	X	  	X	  	X
	 Retail Store Accounting
	  		  		  		  		  		  	
	 Reconcile stores cash/Bank details
	  		  		  		  	X	  	X	  	X
	 Liaise with stores for updates, discrepancies
	  		  		  		  	X	  	X	  	X
	 Retail cash posting and reconciliation
	  		  		  		  	X	  	X	  	X
	 Manage and oversee daily/monthly reconciliation from bank; resolve escalations
	  	X	  	X	  	X	  		  		  	

 6. GENERAL ACCOUNTING 

6.1 SPLIT OF RESPONSIBILITY 
  

													
	 Principal Activity
	  	LS&Co.	  	Supplier
	 	  	LSA	  	LSE	  	AMA	  	LSA	  	LSE	  	AMA
	 Intercompany Accounting
	  		  		  		  		  		  	
	 Setup Intercompany Agreements
	  		  		  		  		  		  	
	 Obtain cross business unit agreement on eligible intercompany transactions, including transfer
pricing agreements.
	  	X	  	X	  	X	  		  		  	

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

													
	 Principal Activity
	  	LS&Co.	  	Supplier
	 Configure pre-requisites of systems including:
	  		  		  		  		  		  	
	 a. Intercompany organizations
	  	X	  	X	  	X	  		  		  	
	 b. Transaction types
	  		  		  		  		  		  	
	 c. Approval workflow
	  		  		  		  		  		  	
	 Identify and Enter Intercompany Transactions
	  		  		  		  		  		  	
	 Setup intercompany suppliers and customers
	  		  		  		  	X	  	X	  	X
	 Approve intercompany suppliers and customers additions/changes
	  	X	  	X	  	X	  		  		  	
	 Receive approved intercompany transactions requiring set up. Enter intercompany
transactions
	  		  		  		  	X	  	X	  	X
	 Validate and Post Intercompany Entries
	  		  		  		  		  		  	
	 Process intercompany invoices
	  		  		  		  	X	  	X	  	X
	 Process intercompany credit/debit notes
	  		  		  		  	X	  	X	  	X
	 Resolve holds and automation defects on payable invoices
	  		  		  		  	X	  	X	  	X
	 Post transactions via the intercompany
	  		  		  		  	X	  	X	  	X
	 Process intercompany payments and receipts
	  		  		  		  	X	  	X	  	X
	 Process preliminary and final intercompany netting and escalate exceptions as applicable
	  		  		  		  	X	  	X	  	X
	 Perform intercompany hedging
	  	X	  	X	  	X	  		  		  	
	 Create policy to govern intercompany accounting
	  	X	  	X	  	X	  		  		  	
	 Generate intercompany receivable and payable reports
	  		  		  		  	X	  	X	  	X
	 Prepare schedule of intercompany payables and receivables
	  		  		  		  	X	  	X	  	X
	 Prepare appropriate documents like Inter-company invoices etc.
	  		  		  		  	X	  	X	  	X
	 Reconcile Intercompany Transactions
	  		  		  		  		  		  	
	Perform intercompany reconciliations; sub ledger to ledger reconciliations and provide reconciliations to the counterparty and request confirmation of the reconciled balance	  		  		  		  	X	  	X	  	X
	 Perform Intercompany Eliminations
	  		  		  		  		  		  	
	 Eliminate LS&Co. approved intercompany revenues/expenses and balances
	  		  		  		  	X	  	X	  	X
	 Eliminate intercompany profit on sales and inventory
	  	X	  	X	  	X	  		  		  	
	 Resolve Intercompany Disputes
	  		  		  		  		  		  	
	 Identify intercompany disputes
	  		  		  		  	X	  	X	  	X

  

			
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 29

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CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 Principal Activity
	  	LS&Co.	  	Supplier
	Perform accounting transactions to facilitate dispute/difference resolution (e.g. pre-approved transactions that need to be corrected or transfer pricing transactions)	  				  		  		  	X	  	X	  	X
	 Receive and remediate escalations for intercompany transactions per regional guidelines
	  	 	X	 	  	X	  	X	  		  		  	
	 Receive, research and address and escalations related to disputed intercompany invoices or
differences
	  	 	X	 	  	X	  	X	  		  		  	
	 Journal Entries and Review
	  				  		  		  		  		  	
	 Park and Post all journal entries agreed to be in-scope
for Supplier
	  				  		  		  	X	  	X	  	X
	 Review Journals periodically for compliance
	  	 	X	 	  	X	  	X	  		  		  	
	 Prepare and process transactional/recurring/non-strategic
Journal Entries
	  				  		  		  	X	  	X	  	X
	 Process manual and automated journal entries (mass allocation batch run during month end)
	  				  		  		  	X	  	X	  	X
	 Prepare and process exceptional/one-time/complex/strategic
Journal Entries
	  	 	X	 	  	X	  	X	  		  		  	
	 Process standard accruals agreed to be in-scope for
Supplier
	  				  		  		  	X	  	X	  	X
	 Process standard reserves agreed to be in-scope for
Supplier
	  				  		  		  	X	  	X	  	X
	 Prepare manual allocations agreed to be in-scope for
Supplier
	  				  		  		  	X	  	X	  	X
	 Review and finalize proposed allocations agreed to be
in-scope for Supplier
	  				  		  		  	X	  	X	  	X
	 Process standard allocations agreed to be in-scope for
Supplier
	  				  		  		  	X	  	X	  	X
	 Perform standard reversals and re-class as agreed to be in-scope for Supplier
	  				  		  		  	X	  	X	  	X
	 Perform escalated reversals and re-class
	  	 	X	 	  	X	  	X	  		  		  	
	 Clear suspense and re-class inter-company
	  				  		  		  	X	  	X	  	X
	 E-archival & retrieval of journals &
supporting documentation per current LS&Co. procedures & tools
	  				  		  		  	X	  	X	  	X
	 Define rules for archival / retrieval activities
	  	 	X	 	  	X	  	X	  		  		  	
	 Perform physical archival/retrieval activities
	  	 	X	 	  	X	  	X	  		  		  	
	 Perform physical archival/retrieval activities as may be agreed to be in-scope for Supplier Mailroom & Scanning solution
	  				  		  		  	X	  	X	  	X
	 Foreign Currency Accounting
	  				  		  		  		  		  	

  

			
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 30

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CONFIDENTIAL 

EXECUTION VERSION 
  

													
	 Principal Activity
	  	LS&Co.	  	Supplier
	 Update foreign exchange rates in the system
	  		  		  		  	X	  	X	  	X
	 Perform Foreign exchange gain/loss accounting
	  		  		  		  	X	  	X	  	X
	 Perform Account Reconciliation
	  		  		  		  		  		  	
	 Extract preliminary reports and trial balances
	  		  		  		  	X	  	X	  	X
	 Prepare Balance Sheet reconciliations agreed to be
in-scope for Supplier
	  		  		  		  	X	  	X	  	X
	 Analyze and resolve reconciling variances for balance sheet accounts
	  		  		  		  	X	  	X	  	X
	 Bank Account Reconciliation agreed to be in-scope for
Supplier
	  		  		  		  	X	  	X	  	X
	 Analyze un-presented checks and deposits not
cleared
	  		  		  		  	X	  	X	  	X
	 Reconcile bank balance to General Ledger
	  		  		  		  	X	  	X	  	X
	 Review out of date checks
	  		  		  		  	X	  	X	  	X
	 Investigate un-cleared deposits
	  		  		  		  	X	  	X	  	X
	 Prepare journal entries for reconciling variances
	  		  		  		  	X	  	X	  	X
	 Provide explanations for all reconciling variances in accordance with LS&Co. policy
guidelines
	  		  		  		  	X	  	X	  	X
	Obtain approval for reconciliations and correcting journal entries in accordance with LS&Co. approval hierarchy	  		  		  		  	X	  	X	  	X
	 Provide hierarchy of approvals related to high/med/low account reconciliations
	  	X	  	X	  	X	  		  		  	
	Review and approve account reconciliations and correcting journal entries per risk level of reconciliations/accounts (i.e. LS&Co. does not expect to approve all account reconciliations performed by Supplier)	  	X	  	X	  	X	  		  		  	
	Provide copies of account reconciliations and correcting journal entries as requested (e-archival & retrieval using LS&Co. tools)	  		  		  		  	X	  	X	  	X
	 Closing Activities
	  		  		  		  		  		  	
	 Communicate close schedule, hold pre-close meetings and
begin initial analysis
	  	X	  	X	  	X	  		  		  	
	 Submit supporting materials to Retained personnel per close calendar
	  		  		  		  	X	  	X	  	X
	Close sub-ledgers (accounts payable, fixed assets, accounts receivable etc.) & General Ledger based on timing and calendar for period end close schedule set by LS&Co	  		  		  		  	X	  	X	  	X
	 Review, approve and close business units books
	  	X	  	X	  	X	  		  		  	
	 Perform period ending adjustments
	  	X	  	X	  	X	  		  		  	

  

			
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 31

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CONFIDENTIAL 

EXECUTION VERSION 
  

													
	 Principal Activity
	  	LS&Co.	  	Supplier
	 Review, approve and close corporate books (HFM)
	  	X	  	X	  	X	  		  		  	
	 Create cause of change summaries, perform close analysis and any top level adjustments or true
ups; resolve exceptions
	  	X	  	X	  	X	  		  		  	
	 Provide final review, approval and close corporate books (HFM)
	  	X	  	X	  	X	  		  		  	
	 Perform final consolidations and finalize executive summaries including legal entity reporting
package
	  	X	  	X	  	X	  		  		  	
	 External Reporting
	  		  		  		  		  		  	
	 Review local statutory filings, interim/annual earnings releases/reports to shareholders and
government entities
	  	X	  	X	  	X	  		  		  	
	 Maintain local statutory filings and other regulatory reports
	  	X	  	X	  	X	  		  		  	
	 Submit regulatory reports
	  	X	  	X	  	X	  		  		  	
	 Support creation of external reports- provide data, complete templates
	  		  		  		  	X	  	X	  	X
	 Manage Fixed Assets Inventory
	  		  		  		  		  		  	
	 Create asset master and post assets basis request from LS&Co
	  		  		  		  	X	  	X	  	X
	 Process changes to asset master data per request from LS&Co
	  		  		  		  	X	  	X	  	X
	 Set policy and identify owners for fixed asset inventory
	  	X	  	X	  	X	  		  		  	
	 Coordinate physical asset tracking and tagging
	  	X	  	X	  	X	  		  		  	
	 Administer periodic physical asset verification
	  	X	  	X	  	X	  		  		  	
	 Make appropriate transactional entries for assets based on outcome of physical inventory
process
	  		  		  		  	X	  	X	  	X
	 Approve the physical asset loss
	  	X	  	X	  	X	  		  		  	
	 Book accrual for missing assets (Note: AMA currently writes off missing assets directly)
	  		  		  		  	X	  	X	  	X
	 Book accrual for tax portion of capitalized asset
	  		  		  		  	X	  	X	  	X
	 Ensure depreciation is posted accurately across all Fixed Asset Areas and ledgers

(support from LS&Co. for in-country local GAAP compliance)
	  		  		  		  	X	  	X	  	X
	 Run processes to capitalize Fixed Assets or Fixed Asset additions
	  		  		  		  	X	  	X	  	X
	Ensure that all assets under construction postings are accurate and can be capitalized and escalate cases in which judgment is required	  		  		  		  	X	  	X	  	X

  

			
	S&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 32

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CONFIDENTIAL 

EXECUTION VERSION 
  

													
	 Principal Activity
	  	LS&Co.	  	Supplier
	 Meet with project managers to ensure projects are getting capitalized according to project Go
Live.
	  		  		  		  	X	  	X	  	X
	 Perform impairment test & communicate the impairment values of assets
	  	X	  	X	  	X	  		  		  	
	 Post journal entries to record asset impairments in accordance with LS&Co. policy
guidelines
	  		  		  		  	X	  	X	  	X
	 Communicate any statutory requirements
	  	X	  	X	  	X	  		  		  	
	 Create transactions as necessary for special one-time
events (e.g. restructuring, sale of facilities)
	  	X	  	X	  	X	  		  		  	
	 Post transactions as necessary for special one-time events
(e.g., restructuring, sale of facilities)
	  	X	  	X	  	X	  		  		  	
	 Asset Additions, Transfers, or Deletions
	  		  		  		  		  		  	
	 Initiate request for asset additions, transfers, or deletions
	  	X	  	X	  	X	  		  		  	
	 Review and approve requests for asset additions, transfers, or deletions
	  	X	  	X	  	X	  		  		  	
	Process asset addition (with and without Internal Orders), transfer, or deletion according to LS&Co. policy and guidelines	  		  		  		  	X	  	X	  	X
	Post additions to Fixed Assets for the month to the proper depreciation/amortization schedules and ensure they go to the correct asset class	  		  		  		  	X	  	X	  	X
	 Seek additional clarification as needed to facilitate asset additions, transfers or
deletions
	  		  		  		  	X	  	X	  	X
	 Run Depreciation
	  		  		  		  		  		  	
	 Process depreciation journal entries for assets
	  		  		  		  	X	  	X	  	X
	 Post depreciation to General Ledger
	  		  		  		  	X	  	X	  	X
	 Seek approval for depreciation exceptions per LS&Co. policy guidelines
	  		  		  		  	X	  	X	  	X
	 Validate and approve exceptions
	  	X	  	X	  	X	  		  		  	
	 Process Asset Sale or Retirement
	  		  		  		  		  		  	
	 Initiate request for asset sale or retirement
	  	X	  	X	  	X	  		  		  	
	 Receive, review and approve completed acknowledgment forms with details on assets to be retired or
sold
	  	X	  	X	  	X	  		  		  	
	 Process and post transactions to record retirements and sales of assets
	  		  		  		  	X	  	X	  	X
	 Seek additional clarification as needed to facilitate asset sale or retirement
	  		  		  		  	X	  	X	  	X

  

			
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 33

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

													
	 Principal Activity
	  	LS&Co.	  	Supplier
	 Maintain Leases
	  		  		  		  		  		  	
	Receive completed lease contract and capital appropriation request, determine and classify lease type (operating or capital), create lease amortization schedule, and submit request to AP for payment set up (if applicable).	  	X	  	X	  	X	  		  		  	
	 Create periodic management reports for Corporate Finance and Treasury
	  		  		  		  	X	  	X	  	X
	 Run capital leased asset depreciation and transfer to General Ledger
	  		  		  		  	X	  	X	  	X
	 Record accruals or prepayments for any operating or capital leases and book monthly journal
entries
	  		  		  		  	X	  	X	  	X
	 Approve accruals or prepayments for any operating or capital leases
	  	X	  	X	  	X	  		  		  	
	 Process changes to asset master data
	  		  		  		  	X	  	X	  	X
	 Perform Month-End Closing and Reconciliation of Lease
Account
	  		  		  		  		  		  	
	 Reconcile lease account to bank payments and investigate/resolve reconciliation issues identified
from monthly cash statement
	  		  		  		  	X	  	X	  	X
	 Escalate reconciliation issues/exceptions as needed
	  		  		  		  	X	  	X	  	X
	 Retire leased assets as appropriate
	  		  		  		  	X	  	X	  	X
	 Monitor leases for renewals/retirement
	  	—  	  	—  	  	—  	  	X	  	X	  	X
	 Review and approve reports and journal entries using third party system(s) as appropriate
	  	X	  	X	  	X	  		  		  	
	 Maintain Assets Under Creation/Project Accounting
	  		  		  		  		  		  	
	 Initiate request for funding via completion of a capital appropriation form
	  	X	  	X	  	X	  		  		  	
	Receive completed capital appropriation request form Provide pre-approved budget for a fixed asset under construction and supporting documentation	  	X	  	X	  	X	  		  		  	
	 Open internal Order per completed request from LS&Co
	  		  		  		  	X	  	X	  	X
	 Review PER (Project Expense Request) for completeness of data
	  		  		  		  	X	  	X	  	X
	 Monitor projects for spending completion and notify the business if it is stagnant
	  		  		  		  	X	  	X	  	X
	Publish reports like fixed assets roll forwards, capital tracking, aging projects and retain records in electronic format records for Auditor and SOX testing; support audit process as needed	  		  		  		  	X	  	X	  	X
	 Review by LS&Co
	  	X	  	X	  	X	  		  		  	
	 Initiate any queries related to reporting
	  	X	  	X	  	X	  		  		  	

  

			
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 34

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

													
	 Principal Activity
	  	LS&Co.	  	Supplier
	 Respond to any incoming queries
	  		  		  		  	X	  	X	  	X
	 Close out project/related internal order and establish asset once spending is complete
	  		  		  		  	X	  	X	  	X
	 Support for Escalations and Processing Service Requests/Inquiries
	  		  		  		  		  		  	
	 Receive, research and address escalations raised during the Fixed Assets physical inventory
processes
	  	X	  	X	  	X	  		  		  	
	 Receive and research escalations raised during asset impairment decision making process
	  	X	  	X	  	X	  		  		  	
	Prepare reports for management purposes such as depreciation expense summary, and Fixed Asset summary per agreed LS&Co. requirements	  		  		  		  	X	  	X	  	X
	Respond to end-user requests for asset values and disposition values; escalate unresolved queries to LS&Co	  		  		  		  	X	  	X	  	X
	 Resolve cases escalated to LS&Co. per agreed procedures
	  	X	  	X	  	X	  		  		  	
	Establish, maintain, and communicate policies, procedures, approval limits and guidelines for intercompany accounting per regional guidelines	  	X	  	X	  	X	  		  		  	
	 Merger & Acquisitions
	  		  		  		  		  		  	
	 Process entries for goodwill in accordance with instructions from LS&Co
	  		  		  		  	X	  	X	  	X
	 Approve accounting entries for new acquisitions
	  	X	  	X	  	X	  		  		  	
	 Policy and procedure for goodwill accounting
	  	X	  	X	  	X	  		  		  	

 7. INVENTORY ACCOUNTING 

7.1 SPLIT OF RESPONSIBILITY 
  

													
	 Principal Activity
	  	LS&Co.	  	Supplier
	 	  	LSA	  	LSE	  	AMA	  	LSA	  	LSE	  	AMA
	Provide inputs to expense allocations and inventory valuation (raw materials, WIP, finished goods)	  	X	  	X	  	X	  		  		  	
	Support product costing (For Business Finance / Operations) and inventory accounting (maintain standard cost rates, track cycle counts, and cost revisions)	  	X	  	X	  	X	  		  		  	
	 Create and process judgmental entries related to inventory valuation (i.e. LCM)
	  	X	  	X	  	X	  		  		  	
	 Process standard journal entries for inventory adjustments
	  		  		  		  	X	  	X	  	X
	 Reconciling POS data, ERP differences
	  		  		  		  	X	  	X	  	X
	 Follow up with stores related to potential inventory adjustments
	  		  		  		  	X	  	X	  	X

 8. TREASURY TRANSACTIONS 

  

			
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 35

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

 8.1 SPLIT OF RESPONSIBILITY 
  

													
	 Principal Activity
	  	LS&Co.	  	Supplier
	 	  	LSA	  	LSE	  	AMA	  	LSA	  	LSE	  	AMA
	 Rate updates (forex, cost rates, budget rates, etc.)
	  		  		  		  	X	  	X	  	X
	 Exact split of work for Supplier to be detailed during Transition Analysis
	  		  		  		  		  		  	
	 Closing journals
	  		  		  		  	X	  	X	  	X
	 Generate in-house bank statements,
	  		  		  		  	X	  	X	  	X
	Liaison with Banks, in-country finance teams for funding requirements, transfers, hedging, cash forecasting etc.	  	X	  	X	  	X	  		  		  	

 9. INTERNAL REPORTING 

9.1 SPLIT OF RESPONSIBILITY 
  

													
	 Principal Activity
	  	LS&Co.	  	Supplier
	 	  	LSA	  	LSE	  	AMA	  	LSA	  	LSE	  	AMA
	 Internal Reporting
	  		  		  		  		  		  	
	 Support preparation of management reports
	  		  		  		  	X	  	X	  	X
	 Participate in regional and higher process reviews
	  	X	  	X	  	X	  		  		  	
	 Participate in affiliate process reviews
	  		  		  		  	X	  	X	  	X
	 Respond to internal customer inquiries and escalated as necessary
	  		  		  		  	X	  	X	  	X
	 Respond to escalations
	  	X	  	X	  	X	  		  		  	
	 FP&A (Variance analysis, budgeting & forecasting activities)
	  	X	  	X	  	X	  		  		  	

 10. INDIRECT PROCUREMENT ENABLEMENT 

10.1 SPLIT OF RESPONSIBILITY 
  

													
	 Principal Activity
	  	LS&Co.	  	Supplier
	 	  	LSA	  	LSE	  	AMA	  	LSA	  	LSE	  	AMA
	 Define and Communicate Policies
	  		  		  		  		  		  	
	 Establish, maintain, and communicate policies, procedures, band-level approval (BLA)
limits
	  	X	  	X	  	X	  		  		  	
	 Provide local legal/statutory inputs for PO policies and procedures
	  	X	  	X	  	X	  		  		  	
	 Transactional Procurement
	  		  		  		  		  		  	
	 Requisitioning
	  		  		  		  		  		  	
	 Requestor determines purchase need and creates requisition in requisitioning tool
	  	X	  	X	  	X	  		  		  	
	 Verify all supporting documentation is included in submission of requisition.
	  		  		  		  	X	  	X	  	
	 Receive and review approved requisitions for completeness, accuracy and compliance
	  		  		  		  	X	  	X	  	

  

			
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 36

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

													
	 Principal Activity
	  	LS&Co.	  	Supplier
	 PO Management
	  		  		  		  		  		  	
	 Create purchase order
	  		  		  		  	X	  	X	  	
	 Create purchase order AMA
	  		  		  	X	  		  		  	
	 PO Sending
	  		  		  	X	  	X	  	X	  	
	 Initiate changes to PO ( PO Amendment)
	  	X	  	X	  	X	  		  		  	
	 Follow PO amendment process
	  		  		  		  	X	  	X	  	
	 Sending Amended PO
	  		  		  		  	X	  	X	  	
	 PO closure ( Yearly activity)
	  		  		  		  	X	  	X	  	
	 Procurement Helpdesk
	  		  		  		  		  		  	
	 Provide requisition and PO support to business
	  		  		  		  	X	  	X	  	
	 Provide Level 1 support on requisitioning tool
	  		  		  		  	X	  	X	  	
	 Provide Level 2 support on requisitioning tool
	  		  		  		  	X	  	X	  	
	 Support for raising PO in system
	  		  		  		  		  		  	X
	 Reporting
	  		  		  		  		  		  	
	 Create periodic reports (e.g. Hands-free PO’s,
Hands-on PO’s, Block PO’s, After the fact PO’s, Open PO report )
	  		  		  		  	X	  	X	  	X
	 Create ad hoc reports (e.g. Spend per vendor, Spend per commodity)
	  		  		  		  	X	  	X	  	X
	 Catalog Management (to be determined in TA / KA)
	  		  		  		  		  		  	
	 Enable Catalogs
	  		  		  		  		  		  	
	Negotiate all items and pricing agreements for the selected catalogue suppliers, and ensure agreements are in place prior to Service Provider’s engagement with Supplier.	  		  		  		  		  		  	
	 Provide the necessary technical and business support for the implementation of catalogues into
catalogue system.
	  		  		  		  		  		  	
	Validate content. Complete any normalization and cleaning as required and agreed based on agreed-upon data quality standards and format.	  		  		  		  		  		  	
	 Resolve data quality issues beyond scope of agreed-upon data quality standards and format, or work
with vendor to do so.
	  		  		  		  		  		  	
	 Establish new catalogue uploads schedule for Supplier managed contracts.
	  		  		  		  		  		  	

  

			
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 37

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

																									
	 Principal Activity
	  	LS&Co.	 	  	Supplier	 
	 Conduct vendor training for any updates to tools and processes as required and agreed
	  				  				  				  				  				  			
	 Resolve exceptions with vendor. Escalate unresolved issues to client
	  				  				  				  				  				  			
	 Work with vendors to format Data using content management tool for internal catalogue or define Punch-out requirements.
	  				  				  				  				  				  			
	 Receive catalogue/contract Data from vendor.
	  				  				  				  				  				  			
	 Qualify vendor Data for Punch Out Catalogue.
	  				  				  				  				  				  			
	 Send Catalogues to vendor integration for loading.
	  				  				  				  				  				  			
	 Facilitate punch out catalogue to be linked to the catalogue system
	  				  				  				  				  				  			
	 Create, load and maintain catalogue/contract content in the catalogue system.
	  				  				  				  				  				  			
	 Propose items to be included in a catalogue based on the spend data
	  				  				  				  				  				  			
	 Maintain Catalogs
	  				  				  				  				  				  			
	 Update catalogue contents per approved request and agreed scope.
	  				  				  				  				  				  			
	Validate content changes. Complete any normalization and cleaning as required. Catalogue manager is responsible for validating format changes	  				  				  				  				  				  			
	Category Manager is responsible for validation updates on pricing and products. Approve updated catalogue content to be loaded into production within upon turnaround time.	  				  				  				  				  				  			
	 Resolve exceptions with vendor. Escalate unresolved issues to client
	  				  				  				  				  				  			
	 Resolve escalated issues within agreed upon turnaround time
	  				  				  				  				  				  			
	 Load updated catalogue into production environment within agreed turnaround time.
	  				  				  				  				  				  			
	 Execute end user communications related to the catalogue as required within agreed upon turnaround
time
	  				  				  				  				  				  			

 11. TECHNOLOGY & MASTER DATA MANAGEMENT 

11.1 SPLIT OF RESPONSIBILITY 
  

																									
	 Principal Activity
	  	LS&Co.	 	  	Supplier	 
	 	  	LSA	 	  	LSE	 	  	AMA	 	  	LSA	 	  	LSE	 	  	AMA	 
	 Define and Communicate Policies
	  				  				  				  				  				  			
	 Establish, maintain, and communicate policies regarding Master Data
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Establish, maintain, and communicate Data Master classification, timing and coding
standards
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Establish, maintain, and communicate clean-up schedule and
guidelines
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			

  

			
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	 Principal Activity
	  	LS&Co.	  	Supplier
	 Master Data Administration (Per volume metrics below)
	  		  		  		  		  		  	
	 New Record Creation Requests
	  		  		  		  		  		  	
	 Seek approval for new master record setup
	  		  		  		  	X	  	X	  	X
	 Review for completeness of the request and duplicate check
	  		  		  		  	X	  	X	  	X
	 Obtain clarification from stakeholders for missing details/information
	  		  		  		  	X	  	X	  	X
	 Create Master record in the ERP
	  		  		  		  	X	  	X	  	X
	In case of Vendor master raise ticket to get more vendor ID number when we reach close to exhaustion of the current numbers allocated	  		  		  		  	X	  	X	  	X
	 FICO MASTER DATA
	  		  		  		  		  		  	
	 Gather FICO master data requests via v
	  		  		  		  	X	  	X	  	
	 Hold approval meeting with pre-published agenda with all
stakeholders to gain approval
	  		  		  		  	X	  	X	  	
	 Gather additional information from requestors as required
	  		  		  		  	X	  	X	  	
	 Approve FICO master data changes
	  	X	  	X	  	X	  		  		  	
	 Update master file data (e.g. chart of accounts, company codes, cost centers, profit
centers)
	  		  		  		  	X	  	X	  	X
	 Analyze master file data and provide recommendations when master file data is obsolete and should
be removed
	  	X	  	X	  	X	  		  		  	
	 Monitor compliance with internal controls policies and procedures
	  	X	  	X	  	X	  	X	  	X	  	X
	 Maintain Requests (On-going)
	  		  		  		  		  		  	
	 Receive master data modification requests
	  		  		  		  	X	  	X	  	X
	 Gather all inputs required and seek final approval
	  		  		  		  	X	  	X	  	X
	 Approve requests escalated by service provider
	  	X	  	X	  	X	  		  		  	
	 Modify / Delete the master record per request
	  		  		  		  	X	  	X	  	X
	 Note all approvals related to change to be maintained (Share drive/share point)
	  		  		  		  	X	  	X	  	X
	Respond to stakeholders (Client, Vendor, Customer) change requests including name, payment method, remittance, tax ID, status, etc.	  		  		  		  	X	  	X	  	X
	 Maintenance and Clean-up
	  		  		  		  		  		  	
	 Conduct scheduled maintenance and clean-up
	  		  		  		  	X	  	X	  	X
	 Provide ongoing feedback on coding and standards
	  		  		  		  	X	  	X	  	X

  

			
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	 Principal Activity
	  	LS&Co.	  	Supplier
	 System Maintenance and Interfaces
	  		  		  		  		  		  	
	 Roll out of future LS&Co. related tools and systems
	  	X	  	X	  	X	  		  		  	
	 Perform testing as requested for rollout of future LS&Co. related tools and systems
	  		  		  		  	X	  	X	  	X
	 Direct Vendor Master
	  		  		  		  		  		  	
	 Receive Vendor Request via Email or BPM
	  		  		  		  	X	  	X	  	X
	 Verify proper approval party in request & MSA/TOE is approved by authorized
person
	  		  		  		  	X	  	X	  	X
	 Create Vendor Master and send alert for confirmation
	  		  		  		  	X	  	X	  	X
	 Confirm Vendor Master in SAP
	  		  		  		  	X	  	X	  	X
	 Communicate new Vendor Master details to Nexus Contract for Trade Card Vendors
	  		  		  		  	X	  	X	  	X
	 Set up Output Condition for Trade Card Vendors
	  		  		  		  	X	  	X	  	X
	 Update Global Vendor Database (IT)
	  	X	  	X	  	X	  		  		  	
	 Manage Records Retention of Request Forms
	  		  		  		  	X	  	X	  	X
	 Manage Records Retention of Trade Vendor Master Service Agreement
	  	X	  	X	  	X	  		  		  	
	 Indirect Vendor Master (including Employee Master)
	  		  		  		  		  		  	
	 Create Internal Order for Employee Master (AMA)
	  		  		  		  	X	  	X	  	X
	 Communicate new Employee Master details to business users and Concur Team
	  		  		  		  	X	  	X	  	X
	 Communicate new Vendor Master details to business users
	  		  		  		  	X	  	X	  	X
	 Manage Records Retention of Request Forms
	  		  		  		  	X	  	X	  	X
	 Technology
	  		  		  		  		  		  	
	 Updates to tax master and overall system maintenance
	  	X	  	X	  	X	  		  		  	
	 Validate Supplier team user access to in-scope
systems & applications
	  		  		  		  	X	  	X	  	X
	 Bi-annual review of individual access levels
	  		  		  		  	X	  	X	  	X
	 User access creation, updates and support
	  	X	  	X	  	X	  		  		  	
	 Raise ticket for Fixed Asset sub-ledger transactions like
new locations, useful life etc.
	  		  		  		  	X	  	X	  	X
	 Raise tickets for extending system generated serial numbers to accommodate new vendors
	  		  		  		  	X	  	X	  	X
	 IT Production to create required serial numbers in the system
	  	X	  	X	  	X	  		  		  	

  

			
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 12. OTHERS 

12.1 CONTROLS 
  

													
	 Principal Activity
	  	LS&Co.	  	Supplier
	 	  	LSA	  	LSE	  	AMA	  	LSA	  	LSE	  	AMA
	 All In-scope Finance Processes
	  		  		  		  		  		  	
	 Ensure the adequacy of the design of the controls
	  	X	  	X	  	X	  		  		  	
	 Ensure the operating effectiveness of the controls
in-scope for Supplier
	  		  		  		  	X	  	X	  	X
	 External Auditor Relationship
	  	X	  	X	  	X	  		  		  	
	 Provide audit trails from underlying systems, email boxes, shared points per agreed
procedures
	  		  		  		  	X	  	X	  	X
	 Update SOX key controls
	  	X	  	X	  	X	  		  		  	
	 Address identified controls issues as agreed with LS&Co. subject to change control
procedures
	  		  		  		  	X	  	X	  	X

 12.2 ESCHEATMENT PROCESS (APPLICABLE FOR LSUS ONLY) 

 

													
	 Principal Activity
	  	LS&Co.	  	Supplier
	 	  	LSA	  	LSE	  	AMA	  	LSA	  	LSE	  	AMA
	 Due diligence for escheatment processing for unclaimed AP payments (applicable for LS US
only)
	  		  		  		  	X	  		  	
	 Escheatment process for unclaimed Payroll payments
	  		  		  		  	X	  		  	
	 Administer escheatment process for unused AR credits
	  		  		  		  	X	  		  	

 13. LANGUAGE 
  

					
	 Languages Supported

			
	 LSA
	  	 LSE
	  	 AMA

			
	English	  	English	  	English
			
	Portuguese	  	French	  	Korean
			
	Spanish	  	German	  	Vietnamese
			
		  	Italian	  	Japanese
			
		  	Polish	  	Mandarin
			
		  	Russian	  	Cantonese
			
		  	Spanish	  	Bahasa- Malay (discussed perhaps not required but provisioned to aid initial change management)
			
		  	Turkish	  	Bahasa- Indo (discussed perhaps not required but provisioned to aid initial change management)
			
		  	Dutch (For XX primarily)	  	

  

			
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	Countries Supported
			
	 LSA
	  	 LSE
	  	 AMA

			
	 Brazil
	  	Belgium	  	Australia
			
	 Canada
	  	Czech Republic	  	China
			
	 Mexico
	  	France	  	Hong Kong
			
	 United States
	  	Germany	  	India
			
		  	Greece	  	Indonesia
			
		  	Hungary	  	Japan
			
		  	Italy	  	Korea
			
		  	Poland	  	Malaysia
			
		  	Russia	  	New Zealand
			
		  	Spain	  	Pakistan
			
		  	Switzerland	  	Philippines
			
		  	Turkey	  	Singapore
			
		  	UK	  	South Africa
			
		  	Netherlands	  	Taiwan
			
		  		  	Vietnam

  

			
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MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 2 

DESCRIPTION OF SERVICES 

ATTACHMENT 2.3.1 

DESCRIPTION OF SERVICES – INFORMATION TECHNOLOGY
SERVICES 
 NETWORK SERVICES 

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 1. INTRODUCTION 

Purpose: This Exhibit describes the Services to be performed for LS&Co. by Supplier pursuant to the Agreement. References: References to an
Attachment, Appendix, Section or Article shall be to such Attachment or Appendix to, or Section or Article of, this Exhibit unless otherwise provided. A reference to Exhibit includes a reference to the Attachments and Appendices attached hereto.
Definitions: As used in this Exhibit, capitalized terms shall have the meanings set forth in Exhibit 1. Other terms used in this Exhibit are defined where they are used and have the meanings there indicated. 

LS&Co.’s responsibility will focus on all Engineering tasks associated with supporting Network. This includes items such as certifying
new firmware builds, reviewing and testing new technologies, creating documentation and procedures for turnover to the day-to-day teams and implementing automation. 

It is incumbent on Supplier to train their technicians on all existing technologies (including future version upgrades) implemented at
LS&Co. in order to be proficient in supporting said technologies. In addition, Supplier will develop a comprehensive onboarding process to bring new resources up to speed quickly without disruption to LS&Co.’s operations or internal
resources. 
 The LS&Co. Engineering teams will provide up to 10 hours per calendar month to assist as necessary to resolve incidents,
problems or requests. This effort excludes any kind of engineering scope activities and is dedicated effort for supporting Supplier BAU team for any operational issue 

Without limiting Section 3 of the Agreement, the Services include (a) the services, functions and
responsibilities described in this Attachment; and (b) the services, functions and responsibilities identified in the roles and responsibilities matrices contained within this Attachment for which Supplier is responsible (i.e., those Services
which have an “X” in the column labeled Supplier). 
 2. IN SCOPE 

Below is a list of in-scope activities (hereinafter referred to as “Network Services”) 

Data 
  

	 	•	 	 24x7 monitoring of network availability & performance 

 

	 	•	 	 L2/3 Support for Incidents, Problems and Requests escalated from L1 

 

	 	•	 	 Maintenance of standards and design. 

 

	 	•	 	 Network device management Router / Switch/Firewalls/Wireless /Remote Access/Security /DNS, DHCP Device &
Patch Deployment, WAN optimization, IPAM 

  

	 	•	 	 Root cause analysis and performance analysis 

 

	 	•	 	 Telco / OEM co-ordination 

 

	 	•	 	 Trend analysis and reporting 

 

	 	•	 	 Update the asset register during change/deployment and validate CMDB updates 

 

	 	•	 	 WAN management (coordination with circuit Providers) 

 

	 	•	 	 LAN management 

Voice & Video 
  

	 	•	 	 Voice support and administration includes support for IPT Voice Gateways, Phones (IP) & Voice Mail.

  

	 	•	 	 Support for Video conference rooms 

  

			
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	 	•	 	 Support for Webcast 

  

	 	•	 	 Support for Internal Audio conference 

 

	 	•	 	 Coordination with Telecom service providers for dependency on Audio and Video services. 

Common Services 
  

	 	•	 	 Hands and Feet Support 

 

	 	•	 	 IMACD’s Soft & Hard 

 

	 	•	 	 Configuration, Incident & Service Level Management 

 

	 	•	 	 Network Documentation 

  

	 	•	 	 Supplier Co-ordination 

 

	 	•	 	 LAN Cabling for retail to be covered as Time and Material 

Levis Retained function 
  

	 	•	 	 Transport Circuit Ownership 

 

	 	•	 	 Financial responsibility for Telecom circuits, and Network hardware 

 

	 	•	 	 Defining Network technical Architecture for Data, voice & Video infrastructure 

 

	 	•	 	 Network Product selection 

 

	 	•	 	 Building Network configuration standards 

 

	 	•	 	 LAN Cabling (Excluding patch cabling) 

 

	 	•	 	 Facilities Management 

  

	 	•	 	 Warranty, Maintenance and Support Agreements 

 

	 	•	 	 Equipment (Hardware) Procurement 

Additional Items Not Included In This Document That MUST be included are: 

 

	 	1.	 Supplier will update inventory within LS&Co.’s CMDB/Asset Inventory on a daily basis A bi-annual validation would also be performed. The Bi-Annual validation will be performed using the report from HP NNMi and ITAM (Service Now) in order to ensure that all the
changes to the CI have been updated in the correct manner 

  

	 	2.	 Supplier as part of Project support will meet with customers to determine network requirements, only if a
requirement does not meet within the existing supported framework will it be escalated to engineering. LS&Co. will provide up to 10hrs per month consulting to Supplier. 

 

	 	3.	 Supplier will create, review and upkeep process documentation and store them in a defined LS&CO. owned
repository. 

  

	 	4.	 Supplier will manage QOS policies and ensure consistency across the global environment. 

 

	 	5.	 Supplier will prepare and execute test recovery exercise and actual recovery if required.

  

	 	6.	 Supplier will participate in all operational related meetings, to include, but not limited to Daily Operations,
Change Review and team meetings. 

  

	 	7.	 Supplier will perform all the necessary activities to prepare network equipment’s for decommission and
disposal and coordinate with LS&Co. Supplier for the asset disposal 

  

			
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	 	8.	 Supplier will provide a monthly license tracking and reporting for network related devices utilizing the
existing ServiceNow ITAM and SCCM tools set. 

  

	 	9.	 Supplier will follow LS&Co.’s documented escalation process for high incident tickets.

  

	 	10.	 Supplier will perform all the necessary activities to prepare Network equipment for decommission and asset
disposal will be coordinated with LS&Co.’s Supplier for the disposal. Supplier will update LS&Co.’s on the required CI to update the CMDB/Asset Inventory. 

 

	 	11.	 Supplier will maintain all network related devices (including voice/webcast) to
N-1 firmware/OS versions to ensure global consistency. 

  

	 	12.	 Firmware upgrade for Cisco devices will not maintained to n or N-1 as
per LS&Co’s. 

  

	 	13.	 LS&Co.’s confirm the current Firmware/OS versions are maintained to N or N-1. 

  

	 	14.	 If Standardization of Firmware/OS versions are required then it will be treated as a project.

  

	 	15.	 Develop and maintain comprehensive Process Document with respect to the DR plan as it relates to all Datacenter
network devices listed in this SOW. Supplier will follow the existing DR plan created by LS&Co 

 2.1. TECHNOLOGY PLATFORMS AND
ENVIRONMENT 
 Supplier will provide Network Services for the following existing but not limited to technology platforms: 

 

	 	•	 	 Cisco Routers 

  

	 	•	 	 Cisco Switches 

  

	 	•	 	 HP Switches / Routers 

  

	 	•	 	 Cisco WAAS / Silver peak 

 

	 	•	 	 Cisco Wireless Access Points and LAN Controllers 

 

	 	•	 	 Cisco Call Manager 

  

	 	•	 	 Cisco Unity 

  

	 	•	 	 Lync audio conference 

  

	 	•	 	 Polycomm Video conference. 

 

	 	•	 	 F5 Load Balancers. 

  

	 	•	 	 Infoblock (IPAM) 

2.2. SUPPORT COVERAGE 
 Supplier will
monitor and manage LS&Co. WAN, LAN, WLAN, Audio and Video network infrastructure 24x7x365 with a combination of dedicated remote and onsite resources augmented by partner for hands-on support. 

The dedicated onsite resources in San Francisco, Singapore, Westlake and Brussels locations will work local business hours and will follow
local working policies including those applying to holidays and leaves. At these dedicated sites resources will be available for after-hours support for Severity 1 and Severity 2 incidents at no additional charge. 

  

			
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 3. NETWORK OPERATIONS CENTER (NOC) 

Supplier will be responsible for performing the network operations with the principal activities set forth in the following table. 

 

															
	 Sl.NO
	  	 Principal Activity
	  	Supplier	  	LS&Co
	 	  	 	  	LS A	  	LS E	  	AM A	  	LS A	  	LS E	  	AM A
	1	  	Physical Scope	  		  		  		  	
	1.1	  	The Supplier will perform the Services at locations required to meet LS&Co.’s business objectives. These include the locations mutually agreed between Supplier and LS&Co.’s as per Exhibit 7.	  	x	  	x	  	x	  	x	  	x	  	x
	2	  	Demarcation Boundaries of the Services	  		  		  		  		  		  	
	2.1	  	The Supplier will perform the Services within the physical boundaries of the Network Services	  	x	  	x	  	x	  		  		  	
	2.2	  	WAN and Analog lines in stores will be Supplier coordination only.	  	x	  	x	  	x	  		  		  	
	2.3	  	Manage Billing and invoicing for Retail analog lines.	  	.	  		  		  	X	  	X	  	X
	2.4	  	Unmanaged devices like (Hubs and any network devices which are not SNMP enabled) will be Supplier co ordination	  	x	  	x	  	x	  		  		  	
	3	  	General Management and Administration Services	  		  		  		  		  		  	
	3.1	  	Act as a single point of contact for the management and administration of the Network within the scope of this Contract	  	x	  	x	  	x	  		  		  	
	3.2	  	Implement approved Network strategies in support of business objectives and in accordance with Change Management process.	  	x	  	x	  	x	  		  		  	
	3.3	  	Analyze and propose cost-effective Network Service alternatives.	  	x	  	x	  	x	  		  		  	
	3.4	  	Support all telecommunication protocols approved for use by LS&Co.’s.	  	x	  	x	  	x	  		  		  	
	3.5	  	Monitor the compliance of all Third-Party Suppliers with any service levels, or contractual commitments contained in any agreement between LS&Co.’s and Third-Party Suppliers.	  	x	  	x	  	x	  		  		  	
	3.6	  	Network services asset management will be reviewed/updated on a monthly basis to ensure accuracy in LS&Co.’s CMDB/Asset database. This will also include periodic review/reconciliation as requested by LS&Co. Using the
report from HP NNMi and ITAM (Service Now).	  	x	  	x	  	x	  		  		  	
	4	  	Third-Party Supplier Management and Coordination	  		  		  		  		  		  	
	4.1	  	Manage and coordinate the activities of all Third-Party Suppliers where The Third-Party Supplier provides services to LS&Co.’s in direct support of the Network.	  	x	  	x	  	x	  		  		  	
	4.2	  	Notify LS&Co.’s and the Third-Party Supplier of each Third-Party Supplier failure to perform in accordance with the provisions of its agreement.	  	x	  	x	  	x	  		  		  	
	4.3	  	Evaluate and recommend retention, modification, or termination of a Third-Party Supplier based on the performance or cost benefits to LS&Co.’s as tracked by the Supplier.	  	x	  	x	  	x	  		  		  	

  

			
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	 Sl.NO
	  	 Principal Activity
	  	Supplier	  	LS&Co
	5	  	Architecture Services	  		  		  		  		  		  	
	5.1	  	Define Strategy, Standards and High Level Architecture – Design Authority	  		  		  		  	x	  		  	
	5.2	  	Review standards and provide input	  	x	  		  		  		  		  	
	6	  	Network Operations and Management	  		  		  		  		  		  	
	6.1	  	Operations and Management of all in-scope network equipment and any future network devices and Network Services that are added by agreement to the scope – all devices in this scope
must support SNMP Read / Write	  	x	  	x	  	x	  		  		  	
	6.2	  	Perform Network configuration management backups according to LS&Co. standards.	  	x	  	x	  	x	  		  		  	
	6.3	  	For LS&Co’s owned equipment provide Network services for Level 1,2 &3 for WAN, LAN, Video, Wireless, remote access VPN, Firewalls, Load Balancers and Call Manager and Unity Voicemail	  	x	  	x	  	x	  		  		  	
	6.4	  	Provide physical network management (devices & circuits)	  		  		  		  	x	  	x	  	x
	6.5	  	Procurement, Financial responsibility with the Telecom carrier and third parties for cabling as well as Procurement & financial responsibility of all network devices	  		  		  		  	x	  	x	  	x
	6.6	  	Raise the PO for new devices	  		  		  		  	x	  	x	  	x
	6.7	  	Perform 1st – 3rd Level network problem determination and resolution for Network Services	  	x	  	x	  	x	  		  		  	
	6.8	  	Perform third party Supplier management and performance management	  	x	  	x	  	x	  		  		  	
	6.9	  	Approve Preventative Maintenance time window.	  		  		  		  	x	  	x	  	x
	6.10	  	Perform manufacturer prescribed preventive maintenance	  	x	  	x	  	x	  		  		  	
	6.11	  	Provide audit logs of all activity with network equipment	  	x	  	x	  	x	  		  		  	
	6.12	  	Provide monthly proactive reporting, analysis, solutions	  	x	  	x	  	x	  		  		  	
	6.13	  	Perform patching between jack panel and Network equipment in Datacenters. Require Supplier to perform this for field site locations by coordinating with local site contacts or sending a dispatch partner (cost paid by
LS&Co’s) as defined by LS&Co.	  	x	  	x	  	x	  		  		  	
	6.14	  	Perform IP Address administration using agreed tools.	  	x	  	x	  	x	  		  		  	
	6.15	  	Perform IMAC IP Addressing changes	  	x	  	x	  	x	  		  		  	
	7	  	Network Monitoring	  		  		  		  		  		  	
	7.1	  	Perform proactive network monitoring using agreed upon management systems	  	x	  	x	  	x	  		  		  	
	7.2	  	Respond to alerts using agreed upon tools in order to meet Service Levels	  	x	  	x	  	x	  		  		  	

  

			
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	 Sl.NO
	  	 Principal Activity
	  	Supplier	  	LS&Co
	7.3	  	Monitor report and investigate bandwidth spikes / exceeding of thresholds. In the case of the WAN this is in conjunction with the Telecom Service Provider	  	x	  	x	  	x	  		  		  	
	7.4	  	Implement Monitoring for all LS&CO’s owned equipment (Routers, Network LAN, Firewalls, Load Balancers, remote access, Call Manager, Unity Voicemail, Wireless, Video, Voice). Coordinate for resolution of the incident with
Telecom service provider and other third parties for hardware/services provided by them	  	x	  	x	  	x	  		  		  	
	7.5	  	Coordinate with Telecom service provider for ADSL and other links terminated at stores	  	x	  	x	  	x	  		  		  	
	7.6	  	Coordinate with Telecom service provider for new requests.	  	x	  	x	  	x	  		  		  	
	7.7	  	Coordinate with Telecom service provider for incidents related to WAN links and Network equipment provided by Telecom service providers.	  	x	  	x	  	x	  		  		  	
	7.8	  	LS&Co.’s to inform Supplier on new links to be installed and existing links to be removed for Retail stores	  		  		  		  	x	  	x	  	x
	7.9	  	Coordinate with Telco providers to have new links installed and existing links removed for Retail stores	  	x	  	x	  	x	  		  		  	
	7.10	  	Coordinate with LS&Co. retail business on network changes as part of retrofits.	  	x	  	x	  	x	  		  		  	
	7.11	  	store opening, closing will be covered as part of a project	  	x	  	x	  	x	  		  		  	
	8	  	Hardware and Software Management	  		  		  		  		  		  	
	8.1	  	Develop installation plan for IMACs	  	x	  	x	  	x	  		  		  	
	8.2	  	Procure new equipment and necessary Software / Hardware upgrades	  		  		  		  	x	  	x	  	x
	8.3	  	Schedule installation and cut-over activities for IMACs	  	x	  	x	  	x	  		  		  	
	8.4	  	Coordinate with onsite LS&Co.’s staff / dispatch technicians or hardware maintenance service provider to perform Network hardware maintenance services as needed	  	x	  	x	  	x	  		  		  	
	8.5	  	 Perform hardware receiving and staging at LS&Co.’s locations for IMACs

During hardware installation or retrofit an existing environment, it is expected that the wiring will be routed in a professional manner, using proper zip
ties/Velcro to prevent stress and binding of cables. Pictures will be required to ensure the task was performed properly.
	  	x	  	x	  	x	  		  		  	
	8.6	  	During hardware installation or retrofit of an existing environment Supplier will perform patch cabling.	  	x	  	x	  	x	  		  		  	
	8.7	  	For any structured cabling or running the cable through closed ceilings, under the floor. Supplier will do Supplier co ordination	  	x	  	x	  	x	  		  		  	
	8.8	  	Any custom cabling, cabling Supplier will perform crimping of connectors and Supplier will be responsible for Supplier coordination only.	  	X	  	X	  	x	  		  		  	

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 Sl.NO
	  	 Principal Activity
	  	Supplier	  	LS&Co
	8.9	  	Coordinate (Telecom Service provider equipment) resolution of hardware related problems	  	x	  	x	  	x	  		  		  	
	8.10	  	Perform regular maintenance on in-scope Assets (IOS standardization, check on EOL/EOS devices and updating LS&Co.’s for replacing the same etc.)	  	x	  	x	  	x	  		  		  	
	8.11	  	Coordinate and Validate warranty maintenance and replacements with third parties when applicable	  	x	  	x	  	x	  		  		  	
	9	  	Software Configuration and Firmware Management	  		  		  		  		  		  	
	9.1	  	Maintain Records for Supported Software and Firmware Versions in LS&Co.’s CMDB/Asset database.	  	x	  	x	  	x	  		  		  	
	9.2	  	Recommend Software Licenses and associated firmware to ensure supported releases are in use	  	x	  	x	  	x	  		  		  	
	9.3	  	Perform agreed installation and deployment activities for IMAC	  	x	  	x	  	x	  		  		  	
	9.4	  	Maintain agreements to procure software and firmware releases to keep them current	  	x	  	x	  	x	  		  		  	
	9.5	  	Review and approve software and firmware upgrade requests	  		  		  		  		  		  	
	9.6	  	Document and maintain configuration management processes and ensure they are consistently followed	  	x	  	x	  	x	  		  		  	
	9.7	  	Review and approve configuration management processes	  		  		  		  	x	  	x	  	x
	9.8	  	Establish standard configurations for Equipment and software	  	x	  	x	  	x	  		  		  	
	9.9	  	Review and approve standard configurations for equipment and software	  		  		  		  	x	  	x	  	x
	10	  	Moves, Adds and Changes (MAC)	  		  		  		  		  		  	
	10.1	  	Define user requirements	  		  		  		  	x	  	x	  	x
	10.2	  	Validate MAC requests	  	x	  	x	  	x	  		  		  	
	10.3	  	Provide and Procure facility environment, space, cabling, power, cooling and including under floor cabling, fiber and dark fiber	  		  		  		  	x	  	x	  	x
	10.4	  	Plan and schedule IMACs	  	x	  	x	  	x	  		  		  	
	10.5	  	Develop installation and configuration specification of new equipment that is required for IMAC purposes	  	x	  	x	  	x	  		  		  	
	10.6	  	Implement and / or manage installation and configuration of IMAC.	  	x	  	x	  	x	  		  		  	
	10.7	  	Perform test and cutover and validation for IMAC. These activities will be performed remotely. If smart hands and feet are required, these steps will be performed onsite.	  	x	  	x	  	x	  		  		  	
	10.8	  	Perform user notification for IMAC. These activities will be performed remotely.	  	x	  	x	  	x	  		  		  	

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 Sl.NO
	  	 Principal Activity
	  	Supplier	  	LS&Co
	11	  	Transport, Carrier and Connectivity Management	  		  		  		  		  		  	
	11.1	  	Procure circuits and bandwidth for network services	  		  		  		  	x	  	x	  	x
	11.2	  	Manage third party contracts like Cisco Smartnet etc. Supplier will be responsible for updating LS&Co.’s on the expiry or change of support coverage only. LS&Co.’s will be financially responsible for
renewing/upgrading the contracts.	  	x	  	x	  	x	  		  		  	
	11.3	  	Reviews and approve changes to third party contracts	  		  		  		  	x	  	x	  	x
	11.4	  	Manage, Coordinate and resolve with Telecom carriers and third party Suppliers for any network problems	  	x	  	x	  	x	  		  		  	
	11.5	  	Monitor network for failures and performance	  	x	  	x	  	x	  		  		  	
	11.6	  	Provide availability, Root Cause Analysis and performance reports on a monthly basis using Telecom Carrier provided information for both WAN and Voice circuits	  	x	  	x	  	x	  		  		  	
	11.7	  	Perform coordination of end to end testing during Carrier outages	  	x	  	x	  	x	  		  		  	
	12	  	Telecom	  		  		  		  		  		  	
	12.1	  	Monitor and resolve Voice Network alerts and events [console monitoring]	  	x	  	x	  	x	  		  		  	
	12.2	  	Soft MACD (remote installations) for phone, Voice Mail and Voice Gateways	  	x	  	x	  	x	  		  		  	
	12.3	  	Perform dial plan changes	  	x	  	x	  	x	  		  		  	
	12.4	  	Notifications and resolution for the voice incident tickets	  	x	  	x	  	x	  		  		  	
	12.5	  	Resolve Voice Device/Voicemail failures/ troubleshooting	  	x	  	x	  	x	  		  		  	
	12.6	  	Perform Voice device software patch application	  	x	  	x	  	x	  		  		  	
	12.7	  	Procure Voice circuits, Hardware, Software, Cabling Services and Infrastructure to support the Managed Service and necessary upgrades	  		  		  		  	x	  	x	  	x
	12.8	  	Coordinate and validate installation of Voice circuits	  	x	  	x	  	x	  		  		  	
	12.9	  	Perform/Coordinate installation of Voice network hardware	  	x	  	x	  	x	  		  		  	
	12.10	  	Physical installation/movements of the phones / Gateway	  	x	  	x	  	x	  		  		  	
	13	  	Cabling and Wiring Services	  		  		  		  		  		  	
	13.1	  	The Supplier’s responsibilities will include:	  		  		  		  		  		  	
	13.2	  	Coordinate Support and Commission, as required, Facilities provision of Cabling and intra-floor and inter-floor Wiring, within the Supplier physical demarcation boundaries.	  	x	  	x	  	x	  		  		  	
	 13.3
	  	 Supplier will coordinate and validate the installation of physical cabling in all
LS&Co.’s locations
	  	x	  	x	  	X	  		  		  	
	 13.4
	  	 Supplier will be responsible for Datacenter Patch Cabling.
	  	x	  	x	  	x	  		  		  	

  

			
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EXECUTION VERSION 
  

															
	 Sl.NO
	  	 Principal Activity
	  	Supplier	  	LS&Co
	13.5	  	Third party cabling Supplier will be responsible for all structured cabling and any long runs of cabling in Datacenter.	  	x	  	x	  	x	  		  		  	
	13.6	  	Interact with LS&Co.’s real estate, landlord management, and other Authorized Users so that Cabling and Wiring requirements are properly communicated and managed.	  	x	  	x	  	x	  		  		  	
	14	  	WAN Acceleration	  		  		  		  		  		  	
	14.1	  	Manage, Troubleshoot and resolve the WAN Acceleration environment to assure adequate caching and optimization so that connection limits are not exceeded.	  	x	  	x	  	x	  		  		  	
	14.2	  	Maintain software level compliance for all WAN Acceleration systems	  	x	  	x	  	x	  		  		  	
	14.3	  	Where applicable, suggest a WAN Accelerator service to connect LS&Co.’s Sites to the existing WAN infrastructure.	  	x	  	x	  	x	  		  		  	
	15	  	Wired LAN Services	  		  		  		  		  		  	
	15.1	  	The Supplier’s responsibilities will include:	  		  		  		  		  		  	
	15.2	  	Provide wired systems support for LS&Co.’s wired LAN environment to include Network Services	  	x	  	x	  	x	  		  		  	
	15.3	  	Coordinate with Suppliers for LAN cabling and for any unmanaged devices like Hubs.	  	x	  	x	  	x	  		  		  	
	15.4	  	Supplier will perform punch down work at the Datacenter	  	x	  	x	  	x	  		  		  	
	15.5	  	Third-party cabling Supplier will perform device cabling at all other LS&Co. locations and Supplier will do coordination work.	  	x	  	x	  	x	  		  		  	
	15.6	  	Unmanaged devices like hubs will be supported at a “Best Effort” basis	  	x	  	x	  	x	  		  		  	
	15.7	  	Adhere to IEEE standards as well as Client technical and security guidelines with regard to wired LANs.	  	x	  	x	  	x	  		  		  	
	15.8	  	Comply with all security policies and requirements.	  	x	  	x	  	x	  		  		  	
	15.9	  	Support and update all new Hardware documentation for the wired LAN environment and store it in a LS&Co. owned repository.	  	x	  	x	  	x	  		  		  	
	16	  	Wireless LAN Services	  		  		  		  		  		  	
	16.1	  	Provide wireless Systems support ,	  	x	  	x	  	x	  		  		  	
	16.2	  	Troubleshoot and resolve issues at all LS&Co. locations.	  	x	  	x	  	x	  		  		  	
	16.3	  	Manage security systems (for example, authentication and authorization servers) associated with wireless LAN Systems.	  	x	  	x	  	x	  		  		  	
	16.4	  	Adhere to IEEE standards as well as Client technical and security guidelines with regard to wireless LANs.	  	x	  	x	  	x	  		  		  	

  

			
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EXECUTION VERSION 
  

															
	 Sl.NO
	  	 Principal Activity
	  	Supplier	  	LS&Co
	16.5	  	Comply with all radio frequency (RF) regulations.	  	x	  	x	  	x	  		  		  	
	17	  	Conferencing Services	  		  		  		  		  		  	
	17.1	  	Provision, configure, install, operate, support and maintain all In-Premise Conferencing Systems.	  	x	  	x	  	x	  		  		  	
	17.2	  	Assume responsibility for In-Premise Conference System set-up, for testing and implementation of Changes, and for providing conference bridge
operation.	  	x	  	x	  	x	  		  		  	
	17.3	  	Manage and coordinate all Third-Party Suppliers associated with the provision of Conferencing Services.	  	x	  	x	  	x	  		  		  	
	17.4	  	Perform periodic Conferencing System testing to validate that individual components and the overall system are working correctly.	  	x	  	x	  	x	  		  		  	
	17.5	  	Perform preventive maintenance in accordance with the manufacturer’s specifications for all In-Premise Conferencing Systems located and maintained at LS&Co.’s Sites.	  	x	  	x	  	x	  		  		  	
	17.6	  	Perform Firmware updates and configuration changes as required	  	x	  	x	  	x	  		  		  	
	18	  	Video Conferencing Services	  		  		  		  		  		  	
	18.1	  	Schedule video conferencing facilities support.	  	x	  	x	  	x	  		  		  	
	18.2	  	Manage and maintain the calling directory.	  	x	  	x	  	x	  		  		  	
	18.3	  	Use the centralized management system provided by LS&Co.’s to perform daily monitoring of the status of IP-based Connectivity to all Video Conferencing Systems.	  	x	  	x	  	x	  		  		  	
	18.4	  	Troubleshooting and resolve any issues related to the video conference system	  	X	  	X	  	x	  		  		  	
	18.5	  	Assist users with real-time issues	  	X	  	X	  	x	  		  		  	
	18.6	  	Require Supplier to provide onsite support during any executive town hall events (Dry Run Test, preparation on day of etc.)	  	X	  	X	  	x	  		  		  	
	18.7	  	Supplier will perform firmware/software updates for both infrastructure and room system equipment. (Excludes the cabling, lighting or any other facilities related upgrades)	  	X	  	X	  	X	  		  		  	
	19	  	Store Infrastructure	  		  		  		  		  		  	
	19.1	  	WAN Infrastructure	  		  		  		  		  		  	
	19.1.2	  	Dispatch Supplier technicians as necessary to resolve store-networking issues.	  	X	  	X	  	X	  		  		  	
	19.1.3	  	Any cabling issues will be provided by Supplier. Any structural cabling/line cabling will done on Time and Material basis (Excluding patch cabling)	  	X	  	X	  	X	  		  		  	
	19.1.4	  	Coordinate with Third party cabling Supplier for all Retail Store cabling infrastructure management	  	x	  	x	  	x	  		  		  	
		  	-Installation	  		  		  		  		  		  	

  

			
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EXECUTION VERSION 
  

															
	 Sl.NO
	  	 Principal Activity
	  	Supplier	  	LS&Co
		  	-Support	  		  		  		  		  		  	
		  	-Design	  		  		  		  		  		  	
		  	-Testing	  		  		  		  		  		  	
		  	-Liaison with business on requirements	  		  		  		  		  		  	
	19.1.5	  	Reactive monitoring support for WAN links and routers	  	x	  	x	  	x	  		  		  	
	19.1.6	  	Coordinate with Telecom service providers for all WAN link incidents	  	x	  	x	  	x	  		  		  	
	19.1.7	  	Coordinate with Telecom Service provider for all WAN router incidents	  	x	  	x	  	x	  		  		  	
	19.1.8	  	Manage requests for WAN service changes including adding new links and removing existing links	  	X	  	X	  	X	  		  		  	
	19.2	  	LAN Infrastructure - Wired	  		  		  		  		  		  	
	19.2.1	  	Coordinate with Telecom service provider for all LAN ports provided on the ADSL routers	  	x	  	x	  	x	  		  		  	
	19.2.2	  	Proactive monitoring for switch ports on ADSL routers will be done by Telecom service provider	  	x	  	x	  	x	  		  		  	
	19.2.3	  	Proactive monitoring for all store networking devices which are SNMP enabled and owned by LS&Co.’s (Currently only 1 Switch per store in LSA and LSE is being assumed. AMA as Switch ports are provided on ADSL router
itself there will be no proactive monitoring. If there are any other network devices then the same will be discussed with LS&Co.’s and added as scope change)	  	x	  	x	  	x	  		  		  	
	19.2.4	  	Provide incident resolution for all store-networking devices owned by LS&Co.’s and which are SNMP enabled.	  	x	  	x	  	x	  		  		  	
	19.2.5	  	Manage requests for updates to store LAN technology including adding new and removing existing. (Assumed this to be a part of store installation count)	  	X	  	X	  	X	  		  		  	
	19.3	  	LAN Infrastructure - Wireless	  		  		  		  		  		  	
	19.3.1	  	Support all store wireless technologies.	  	X	  	X	  	X	  		  		  	
	19.3.2	  	Manage requests for updates to store Wireless infrastructure changes including adding new and removal of existing.	  	x	  	x	  	x	  		  		  	
	19.3.3	  	Mounting of Wireless access point to the ceiling will be performed by the Third party cabling Supplier.	  	X	  	X	  	x	  		  		  	
	19.3.4	  	Manage the Motorola Wireless currently deployed leveraging LS&Co’s tools. (Dude Monitoring, Motorola WiNG)	  	X	  		  		  		  		  	
	19.4	  	Analog Lines	  		  		  		  		  		  	
	19.4.1	  	Co-ordinate with Telecom service provider for all incidents and requests	  	x	  	x	  	x	  		  		  	
	19.4.2	  	Incident logging with Telecom service provider	  	x	  	x	  	x	  		  		  	
	19.4.3	  	Manage Telecom service billing	  		  		  		  	X	  	X	  	X

  

			
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EXECUTION VERSION 
  

															
	 Sl.NO
	  	 Principal Activity
	  	Supplier	  	LS&Co
	 20
	  	 Load Balancers
	  		  		  		  		  		  	
	 20.1
	  	 Performing on-going administration, management and
monitoring of Load Balancers devices.
	  	x	  	x	  	x	  		  		  	
	 20.2
	  	 Load balance policy Configuration (including rule-base addition / modification /
deletion)
	  	x	  	x	  	x	  		  		  	
	 20.3
	  	 Defining new server farms, real servers
	  	x	  	x	  	x	  		  		  	
	 20.4
	  	 Integration or Deletion of new or existing new server farms
	  	x	  	x	  	x	  		  		  	
	 20.5
	  	 Perform backup and Restoration of the load balancer configuration
	  	x	  	x	  	X	  		  		  	
	20.6	  	Supplier will implement the latest software upgrade, patch release, bug fix and hardware fix and version updates once certified by Engineering.	  	X	  	x	  	x	  		  		  	
	 20.7
	  	 Perform user access management on Load Balancer
	  	x	  	x	  	X	  		  		  	
	 20.8
	  	 Incident Management to include resolution related to performance and availability of Load
Balancer
	  	x	  	x	  	X	  		  		  	
	 20.9
	  	 Device configuration changes by following Change Management process
	  	x	  	x	  	x	  		  		  	
	 20.10
	  	 Supplier will install/configure new load balancers / guests according to LS&Co.
standards.
	  	x	  	x	  	x	  		  		  	

 4. PROJECT SUPPORT 
  

	•	 	 Activities in the above roles & responsibility matrix stated in Statement of Work, such as Major
upgrades, migrations, Hardware Refreshes, Evaluation of new tools & technologies, will be considered part of project support. 

Projects performed by Supplier will fall into one of the following categories: 

1. Steady State Projects 
 2. Project Pool Hour Projects 

3. Major Projects 
 1. STEADY STATE PROJECTS

 Steady State Projects are Projects of less than or equal to 40 hours that: 
  

	•	 	 are capable of being performed by the Steady State Staff (i.e., the Steady State Staff possess the appropriate
skillsets to perform the Project); and 

  

	•	 	 Will not impact Supplier’s ability to meet applicable Service Level Agreements, as mutually agreed by the
Parties’ respective Service Tower leads, taking into account the current and planned workload capacity of the applicable Steady State Staff resources). 

  

	•	 	 The total hours allocated to Steady State Projects in any given month cannot exceed 5% of the then current total
monthly Steady State Staff FTE hours allocated for each Service Tower 

  

			
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 Examples of work performed as Steady State Projects are system upgrades, hardware and software refreshes, and
equipment installations and modifications across Service Towers. The total hours allocated to Steady State Projects in any given month cannot exceed 5% of the then current total monthly Steady State Staff FTE hours allocated for each Service Tower
(the “Steady State Cap”). For example, if there are 20 FTEs comprising the Steady State Staff for NOC Services, the Steady State Cap for the NOC Service Tower for the month would equal 3,200 hours x 5% = 160 (assuming a 4 week month at 40
hours/week). LS&Co. will not receive an invoice credit if the hours used for Steady State Projects for a given month are less than the Steady State Cap. 

Steady State Projects are included in the Base Fees and will not incur additional charges. LS&Co. may, in its discretion, allocate Project Pool Hours for
the completion of any Steady State Project in excess of the Steady State Cap. LS&Co. may not split a longer duration Project (i.e., a Project in excess of 40 hours) into multiple smaller Projects in order to use up any unused hours for the
month. 
 The prioritization of Steady State Projects will be handled by the Operating Committee as part of the Services Governance between LS&Co. and
Supplier. If LS&Co. determines that a Steady State Project will take priority over achievement of a Service Level Agreement for a given month, LS&Co. will issue a written Service Level exception to the Service Provider. The total projects
hours available from the steady state resource pool is 840 hrs. / year spread evenly across each month 
 2. PROJECT POOL HOURS PROJECTS 

Project Pool Hours Projects are Projects greater than 40 hours in duration that are performed by the Project Pool Staff. Project Pool Hours Projects may also
include Projects of equal to or less than 40 hours in duration that exceed the Steady State Cap. 
 These will be further
sub-divided into 
  

	 	a)	 Network related infrastructure led projects 

Supplier will provide the infrastructure Project Pool hours to LS&Co. each year for a 5 year period, based on the Project forecasts provided by LS&Co.
Currently this pool constitutes of 5,000 for network i.e. total of 4,160 project hour/year that can be leveraged for network related infrastructure led projects This Project Pool will be available based on priorities established by LS&Co. and
communicated to Service Provider on a weekly basis. Service Provider will provide an estimate of the Project Pool hours required for each Project Pool Hours Project by Skillset Category for review and approval by LS&Co. LS&Co. will draw down
these hours over time, and such use will be reported by Service Provider on a monthly basis. 
 Service Provider will initially allocate resources to the
Project Pool Staff in accordance with the hours per Skillset Category as agreed below. Any skillset required outside of the Skillset Categories will be made available to LS&Co. outside of the Project Pool, in accordance with the rate card
submitted. 
 Westlake – 1 resource (Data), India—1 resource (Voice) 
  

	 	•	 	 Apart from the above 4,160 hrs. Annually as dedicated for only projects, there is an additional 840 hrs. annually
for projects under NOC support which can be utilized within the steady state resource pool 

  

	 	b)	 Application-led projects 

This pool is to meet with customers/application teams to identify requirements, sizing, and costing of new and changes to existing environments. Any application-led projects which can be covered within the 5000 hours/ year mentioned under infrastructure-led projects will not lead to additional cost. However if the demand
from an application-led project exceeds the 5000 project hours, the same will be performed as a separate project under time and material using the project rate card 

3. MAJOR PROJECTS 

  

			
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 Major Projects are Projects that do not meet the conditions for the Steady State Projects or the Project Pool
Hours Projects. Major Projects are not included in the Base Charges. For each Major Project requested by LS&Co, Supplier will prepare a proposal based on the requirements and scope of work defined by LS&Co. and will include an estimate of
the charges for such Major Project. The Parties will enter into a separate Work Order with respect to any Major Project approved by LS&Co. 

  

			
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EXECUTION VERSION

 

 MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 2 

DESCRIPTION OF SERVICES 

ATTACHMENT 2.3.2 

DESCRIPTION OF SERVICES – INFORMATION TECHNOLOGY
SERVICES 
 DESKSIDE SUPPORT 

  

			
		  	

			
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EXECUTION VERSION

 

	1.	 INTRODUCTION 

Purpose: This Exhibit describes the Services to be performed for LS&Co. by Supplier pursuant to the Agreement. References: References to an
Attachment, Appendix, Section or Article shall be to such Attachment or Appendix to, or Section or Article of, this Exhibit unless otherwise provided. A reference to Exhibit includes a reference to the Attachments and Appendices attached hereto.
Definitions: As used in this Exhibit, capitalized terms shall have the meanings set forth in Exhibit 1. Other terms used in this Exhibit are defined where they are used and have the meanings there indicated. 

Without limiting Section 2 of the Agreement, the Services include (a) the services, functions and
responsibilities described in this Attachment; and (b) the services, functions and responsibilities identified in the roles and responsibilities matrices contained within this Attachment for which Supplier is responsible (i.e., those Services
which have an “X” in the column labeled Supplier). 
  

	2.	 CORPORATE AND RETAIL DESKSIDE SUPPORT 

The Services to be provided by Supplier to LSA, LSE, & AMA under this Agreement are categorized into the following Processes: 

 

	 	•	 	 End User Computing Services 

 

	 	•	 	 Field Support Services for Corporate Users 

 

	 	•	 	 Field Support Services for Retail Users 

 

	 	•	 	 Desktop Engineering Services 

Supplier will support the following End User categories as designated: 

 

	 	a.	 Corporate locations support ; 

 

	 	b.	 Retail store support ; 

 

	 	c.	 Executive End Users 

End User Computing Services includes the Services and activities, as further detailed in this SOW, required to respond and resolve End User
device related issues that cannot be resolved remotely and needs a physical technician to visit at client location. 
 Also Supplier will be
responsible for Desktop Engineering services 
  

	 	•	 	 Active Directory Computer Management – (i.e., data cleansing—old objects) 

 

	 	•	 	 AD Group Policy Management – Management of the existing policy 

 

	 	•	 	 AD/OS/App scripting such as scripting for an application push within SCCM 

 

	 	•	 	 Application Certification Management which comprises of coordination with application team for application
certification management and help testing of such applications with the image 

  

	 	•	 	 Application Deployment Management 

 

	 	•	 	 Image Certification Management 

 

	 	•	 	 Hardware Certification which includes new model certification once a year for each device type. The device type
included for this activity is Personal Computer and Tablets. 

  

	 	•	 	 Virtual Desktop Management – Managing of the existing virtual desktops in the environment

  

	 	•	 	 Apple Infrastructure Management (everything...) which refers to the management of the apple devices and the
infrastructure related to the apple devices 

  

	 	•	 	 PC Patch Management 

  

			
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	 	•	 	 Desktop engineering Strategy/Roadmap which comprises of supporting LS&Co. in defining the tools strategy for
end user computing and help finalize on the tools/technology strategy 

  

	 	•	 	 End user and support groups communication with respect to any change in the environment 

 

	 	•	 	 Training & Education (knowledge transfer) of the changes to the SD and Hands and Feet support engineers

  

	 	•	 	 Management of the existing end user computing tools such as– ChangeBase (application testing tool), Casper,
GoToMyPC, eFax 

  

	 	•	 	 Projects will be determined during LS&Co. AFP and will managed via the project change process

  

																									
	 Principal Activity
	  	Supplier	 	  	LS&Co.	 
	 	  	LSA	 	  	LSE	 	  	AMA	 	  	LSA	 	  	LSE	 	  	AMA	 
	 INSTALLATIONS, MOVES, ADDS, CHANGES AND DISPOSAL (IMACD)
	  				  				  				  				  				  			
	Provide or oversee, as appropriate, all installations, de-installations, cascades, moves, add and changes for all EUC Equipment, Software, and related Services at LS&Co. Corporate and
Retail Sites.	  	 	x	 	  	 	x	 	  	 	x	 	  				  				  			
	Coordinate, plan, and schedule IMACs with all affected IT functions (whether the function is included within the Services provided by Supplier, as a LS&Co. retained functions or a Third Party).	  	 	x	 	  	 	x	 	  	 	x	 	  				  				  			
	Create and document the processes to enable IMAC execution for each Software and/or Equipment component, and obtain LS&Co’s approval for such processes and documentation	  	 	x	 	  	 	x	 	  	 	x	 	  				  				  			
	Coordinate and communicate with designated LS&Co. personnel or other Third Parties, concerning scheduling and requirements so as to minimize the business impact on Authorized Users.	  	 	x	 	  	 	x	 	  	 	x	 	  				  				  			
	Provide physical space for storage of End User	  	 	x	 	  	 	x	 	  	 	x	 	  	 	x	 	  	 	x	 	  	 	X	 
	Equipment, Software, parts, Network, cabling, or any other services necessary to execute the IMAC	  				  				  				  				  				  			
	Coordinate the scheduling and dispatching of appropriate technicians, including Third-Party Vendors	  	 	x	 	  	 	x	 	  	 	x	 	  				  				  			
	Perform any required backup procedures in accordance with Change Management guidelines	  	 	x	 	  	 	x	 	  	 	x	 	  				  				  			
	Re-load data or back up files as necessary	  	 	x	 	  	 	x	 	  	 	x	 	  				  				  			
	Set up security, file access, and other administrative procedures associated with the IMAC	  	 	x	 	  	 	x	 	  	 	x	 	  				  				  			
	Test the Equipment, Software, and related Services after the implementation of the IMAC to include network access (e.g., file open and print routing capabilities, remote connectivity, Internet/intranet access, etc.).	  	 	x	 	  	 	x	 	  	 	x	 	  				  				  			
	Provide desk-side orientation training materials appropriate to the Authorized User(s) receiving the IMAC.	  	 	x	 	  	 	x	 	  	 	x	 	  				  				  			

  

			
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	 Principal Activity
	  	Supplier	  	LS&Co.
	If asset Tag is being used, affix an asset identifier tag to the asset and update the Asset Inventory and Management System in a timely manner when any Equipment or Software changes are implemented by Supplier or reported by
LS&Co.	  	x	  	x	  	x	  		  		  	
	Monitor client satisfaction and closely monitor Service Levels throughout the IMAC activity and following the delivery at predetermined intervals.	  	x	  	x	  	x	  		  		  	
	Manage the recording and collection of the required inventory information and update the inventory system (or other LS&Co. inventory system)	  	x	  	x	  	x	  		  		  	
	Provide IMAC services for new store openings, store closing and store retrofits as a part of the IMAC visit as mentioned in section 3 of this SOW “Services Environment”.	  	X	  	X	  	X	  		  		  	
	Disposal Services	  		  		  		  		  		  	
	Adhere to the relevant LS&Co. Policies covering the decommissioning and disposal of equipment and any other disposal standards notified by LS&Co. to Supplier from time to time and provide a Report to LS&Co. certifying
sanitization in accordance with this LS&Co. Policy	  	x	  	x	  	x	  		  		  	
	Remove all data from the Supported Equipment and arrange the disposal of cleansed Supported Equipment which is not appropriate for refurbishing and has been approved for disposal by LS&Co.	  	x	  	x	  	x	  		  		  	
	Provide a channel (disposal vendor) to dispose of Supported Equipment securely and in accordance with Applicable Law	  		  		  		  	x	  	x	  	x
	All LS&Co. asset management policies will be followed as part of the disposal process	  	X	  	X	  	X	  		  		  	
	OPERATIONS AND TECHNICAL SUPPORT	  		  		  		  		  		  	
	Provide onsite support or dispatch of support specialists as necessary to provide Authorized Users with operational and technical support and to meet specified Service Levels.	  	x	  	x	  	x	  		  		  	
	Coordinate its activities with the Service Desk, and provide Level 2 and Level 3 Support to the Service Desk and/or Authorized Users as necessary.	  	x	  	x	  	x	  		  		  	
	Resolve Incidents and Problems associated with EUC Equipment and Software, and provide break/fix support, advice, and assistance to Authorized Users.	  	x	  	x	  	x	  		  		  	
	Responsible for resolving all Incidents and Problems associated with failure or degradation of Services related to EUC Equipment and Software.	  	x	  	x	  	x	  		  		  	
	Coordinate efforts with Third-Party service and maintenance providers as necessary to keep EUC Equipment and Software in good working order.	  	x	  	x	  	x	  		  		  	
	Perform proactive and reactive troubleshooting to effectively identify potential Incidents or Problems, and attempt to eliminate them before they occur.	  	x	  	x	  	x	  		  		  	
	Identify the scope of an Incident and request or a Problem, and provide operational and technical assistance to remedy the Incident or Problem.	  	x	  	x	  	x	  		  		  	

  

			
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	 Principal Activity
	  	Supplier	  	LS&Co.
	When replace Equipment and/or Software in order to conduct a repair, copy data and perform backups.	  	x	  	x	  	x	  		  		  	
	Assist Authorized Users with support to enable the correct use of EUC Equipment and Software, as well as access to and use of related technologies and Services.	  	x	  	x	  	x	  		  		  	
	Provide L3 support & business liaison for Retail services in local languages where ever possible and provide support during all store hours. After-hours support is required for P1/P2 incidents. L3 supports includes but not
limited to (Retail store technology, support, business liaison, support new initiatives, lead store open, closes and retrofits with respect to technical project management)	  	X	  	X	  	X	  		  		  	
	 We currently have resources located in the following sites.
  

-Brussels
  

-Paris
  

-Spain
  

-SFO – Includes Retail Lab
	  		  		  		  		  		  	
	Provide L2 support in local languages which includes but not limited to (Retail store technology, support, support new initiatives, support store open, closes and retrofits, vendor coordination, maintain knowledge base)	  	X	  	X	  	X	  		  		  	
	-Will provide support during all store hours. After-hours support is required for P1/P2 incidents.	  		  		  		  		  		  	
	-Maintain metrics of store downtime, ticket volumes, service levels, root cause analysis, reporting	  		  		  		  		  		  	
	Coordinate with Retail store staff for all technical dispatch situations	  	X	  	X	  	X	  		  		  	
	Store technology changes, additions and holiday readiness activities will be supported with IMAC or DSS services	  	X	  	X	  	X	  		  		  	
	 Retail tower management
  

•  Status reporting
  

•  Incident analysis & reporting

 
 •  Queue management &
reporting
  
 •  Incident trend
analysis & reporting
  

•  Resource management
  

•  Team management
	  	X	  	X	  	X	  		  		  	
							
	 •  Maintain Retail knowledge base in in the LS&Co. ITSM Tool and coordinate
with the service desk when processes and procedures are changed.
	  	X	  	X	  	X	  		  		  	
	 Provide following reports using existing LS&Co. tools:

 
 •  Maintain and report metrics
of store downtime
  

•  Maintain and report metrics of tickets volumes

 
 •  Maintain and report metrics
of root cause for major incidents.
  

•  Maintain and report metrics for Service Level’s
	  	x	  	x	  	x	  		  		  	

  

			
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	 Principal Activity
	  	Supplier	  	LS&Co.
	 Manage Retail lab including the following

 
 •  Perform testing for Retail
equipment this could include software or hardware testing.
  

•  Reproduce and test technical errors

 
 •  Maintain Lab equipment

 
 •  Maintain processes for
testing
	  	x	  	x	  	x	  		  		  	
	 •  Providing funding for necessary lab infrastructure
	  		  		  		  	x	  	x	  	x
	DESKTOP PATCH MANAGEMENT	  		  		  		  		  		  	
	Install Third-Party-supplied corrections and Patches to all end user PC devices as necessary.	  	x	  	x	  	x	  		  		  	
	Confirm compatibility or special requirements before widespread installation including compliance with LS&Co. Software Quality Standards.	  	x	  	x	  	x	  		  		  	
	Distribute security patches to comply with LS&Co. IT Security policies.	  	x	  	x	  	x	  		  		  	
	Provide monthly reporting to LS&Co. on the installation of all patches	  	x	  	x	  	x	  		  		  	
	ELECTRONIC SOFTWARE DISTRIBUTION	  		  		  		  		  		  	
	Utilize the existing electronic Software distribution system that effectively and efficiently distributes new Software to LAN-connected workstations located at LS&Co. Sites and to remotely
connected workstations in a timely manner. This may require alternative transport methods (for example, CDs, etc.) because of size and bandwidth parameters.	  	x	  	x	  	x	  		  		  	
	With respect to LS&Co. developed applications, distribute Software, install Software, and install upgrades as required by LS&Co	  	x	  	x	  	x	  		  		  	
	Schedule Software distributions to minimize Authorized User disruption, and without Authorized User assistance and interaction, in order to support time-critical release upgrades, and to maintain current projects.	  	x	  	x	  	x	  		  		  	
	Perform Software distributions consistent with the configurations associated with Standard Products, as applicable, independent from the distribution media (for example, LAN, WAN, dial-up, CD
ROM, etc.).	  	x	  	x	  	x	  		  		  	
	Use an SCCM / LS&Co. tool for Software distribution solution that provides consistent and efficient Software deployments for Software configuration changes.	  	x	  	x	  	x	  		  		  	
	Create and maintain automated installation packages for all software utilized on more than ten (10) workstations, or for any LS&Co. requested installation (i.e. – due to complexity or validation reasons, it may be
desirable to automate small-deployed applications). This includes updates and patches for all packaged installations.	  	x	  	x	  	x	  		  		  	
	Wherever possible, install Software via an automated installation package without Authorized User interaction needed to verify a harmonized installation globally and to reduce lost productivity due to a missing or wrong application
configuration.	  	x	  	x	  	x	  		  		  	

  

			
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	 Principal Activity
	  	Supplier	 	  	LS&Co.	 
	Ensure any software installation/distribution does not adversely affect existing installations. Procedure, testing and documentation must comply with LS&Co. Software Quality standards and requirements.	  	 	x	 	  	 	x	 	  	 	x	 	  				  				  			
	Maintain exception process for designated workstations and/or sites, to ensure software patches and distributions do not automatically install, reboot or disrupt operations on exception PCs (as defined by LS&Co).	  	 	x	 	  	 	x	 	  	 	x	 	  				  				  			
	Provide Software distribution processes to support different Authorized User environments in an automated way (for example, LS&Co. LAN and WAN, home offices, Authorized Users working remotely, etc.).	  	 	x	 	  	 	x	 	  	 	x	 	  				  				  			
	Provide a transparent deployment mechanism independent from the distribution media (for example, LAN, WAN, dial-up, CD ROM, etc.).	  	 	x	 	  	 	x	 	  	 	x	 	  				  				  			
	Provide processes to link Software distributions and workstation inventories in order to verify the success of local and global deployments and to provide the ability to implement and track configurations.	  	 	x	 	  	 	x	 	  	 	x	 	  				  				  			
	Provide to LS&Co., and as required by LS&Co., software distribution device target counts and success results.	  	 	x	 	  	 	x	 	  	 	x	 	  				  				  			
	Resolve all failed software distribution	  	 	x	 	  	 	x	 	  	 	x	 	  				  				  			
	Continually review and improve the percentage of EUC devices that can be reached and updated with the electronic Software distribution system.	  	 	x	 	  	 	x	 	  	 	x	 	  				  				  			
	Provide the global SCCM 2012 infrastructure for the software distribution	  				  				  				  	 	x	 	  	 	x	 	  	 	x	 
	Using SCCM 2012, Track & Report Desktop License usage for Corporate and Retail	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Track license usage for non-SCCM connected sites as a part of the onsite visit (IMAC , Desk Side Software or Break Fix) which can be generated as a part of the Service Requests.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	The details of the number of (IMAC, Desk Side Software and Break Fix) issues are provided in section 3 in this SOW under “Services Environment”	  				  				  				  				  				  			
	 SOFTWARE PACKAGING SERVICES
	  				  				  				  				  				  			
	 As part of the Packaging Services, Supplier will:
  

1.  script and package Software for installation (and back-out) to
the Services Environment;
  

2.  create Packages for different LS&Co. configurations

 
 3.  create updates to existing
Packages (e.g., patching, configuration changes or version changes); and
	  	 	x	 	  	 	x	 	  	 	x	 	  				  				  			
	Utilize the existing tool set to generate the Package deployment success and failure reporting	  	 	x	 	  	 	x	 	  	 	x	 	  				  				  			

  

			
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	 Principal Activity
	  	Supplier	  	LS&Co.
	 In performing the Packaging Services, Package the software so that:

 
 a)  each Package is packaged in
accordance with, and meets, the LS&Co. packaging standards (as such LS&Co. packaging standards may be changed by LS&Co. from time to time); and
  

b)  each Package, once distributed to the Workstations, is capable of correct installation (and back-out) on the Workstations without any End User intervention.
	  	x	  	x	  	x	  		  		  	
	 Provide the current library of documentation that reflects the complexity and diversity of the environment and that
enhances the Software support process. This library should contain all EUC software installed and supported, source code location, installation instructions (manual and automated/packaged), prerequisites, other application dependencies, patches
required, version history and information, and quantity deployed.
	  		  		  		  	x	  	x	  	X
	Maintain a library of documentation that reflects the complexity and diversity of the environment and that enhances the Software support process. This library should contain all EUC software installed and supported, source code
location, installation instructions (manual and automated/packaged), prerequisites, other application dependencies, patches required, version history and information, and quantity deployed.	  	x	  	x	  	x	  		  		  	
	Maintain master copies of the Software associated with Standard Products in a secure, central location. Distributed copies also need to be available for each region to ensure updates and installations can be performed in a
reasonable manner (i.e. no performance lag due to WAN bandwidth).	  	x	  	x	  	x	  		  		  	
	Prior to the start of each calendar quarter, give notice to LS&Co. of all major installations and upgrades of Software that are planned to occur in the quarter for which notice is being given. Provide at least two weeks’
notice for all planned software distributions that are not the result of a user request. Provide immediate notice to LS&Co. for any ‘emergency’ (i.e. security related) distributions.	  	x	  	x	  	x	  		  		  	
	Consult with LS&Co. on the timing for implementing Software updates, to be determined by LS&Co. Perform technical impact assessment of any proposed update; i.e. impact to validated applications.	  	x	  	x	  	x	  		  		  	
	Define and check for particular Software signatures.	  	x	  	x	  	x	  		  		  	
	Check the presence and version of Software on specific devices. Provide ad-hoc/on-demand reporting to LS&Co. as needed.	  	x	  	x	  	x	  		  		  	
	Update Asset Management and Configuration Management Systems.	  	x	  	x	  	x	  		  		  	
	Remedy any defects relating to Packaging of a Package that are identified before, during or after deployment of the Package.	  	x	  	x	  	x	  		  		  	
	Determine the compatibility of End User Software with other Software in the Services Environment in accordance with the Software Certification Services	  	x	  	x	  	x	  		  		  	

  

			
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	 Principal Activity
	  	Supplier	 	  	LS&Co.	 
	Provide Test Labs and utilize the existing tools being used for application packaging	  				  				  				  	 	x	 	  	 	x	 	  	 	x	 
	The Tools used by Supplier to perform the Packaging will be subject to LS&Co.’s approval and should complement / integrate with the other tools and technologies used by LS&Co carry out appropriate quality assurance
tests (“QA Tests”) on the packaging components of the package (but not the functionality of the Packaged Software itself) to verify, at a minimum:	  	 	x	 	  	 	x	 	  	 	x	 	  				  				  			
	 that the Package functions correctly within the Services Environment;

 
 that the Package was packaged in accordance with the Packaging
Standards; and
	  	 	x	 	  	 	x	 	  	 	x	 	  				  				  			
	that the Package is able to completely install on the Workstations and Distributed Servers, in conjunction with the existing End User Software or Distributed Server Software, as relevant;	  				  				  				  				  				  			
	if a Package fails the QA Tests make necessary Modifications to the Package and repeat the QA Tests until either the Package passes the QA Tests or both Supplier and LS&Co. determine that the Packaged Software is not capable of
passing the QA Test;	  	 	x	 	  	 	x	 	  	 	x	 	  				  				  			
	in relation to Business Applications only, provide the QA Test scripts for Supplier’s use in testing of the Packages and Supplier will proactively provide LS&Co. with suggested updates to the QA Test scripts;	  	 	x	 	  	 	x	 	  	 	x	 	  				  				  			
	in relation to Common Applications only, Supplier will develop and maintain the QA Test scripts for Supplier’s use in testing of the Packages, and will locate such scripts in the Supplier Repository.	  	 	x	 	  	 	x	 	  	 	x	 	  				  				  			
	Inventory Management	  				  				  				  				  				  			
	 Conduct spares forecasting for the Break / Fix Services across corporate and retail environment.
	  	 	x	 	  	 	x	 	  	 	x	 	  				  				  			
	 Manage the staging and storage areas at Sites designated by LS&Co., including verifying that the Equipment will be
stored in a secure area and not subject to extreme heat, cold, or dampness and managing such areas in accordance with the LS&Co. policies. Such staging and storage areas will be used by Supplier to store parts, Refurbished End User Computing
Equipment and new Workstation and Server Equipment which has yet to be installed.
	  	 	x	 	  	 	x	 	  	 	x	 	  				  				  			
	 Maintaining inventory levels and working with the OEM for end user devices under warranty for parts shipment and
replenishment of stocks
	  	 	x	 	  	 	x	 	  	 	x	 	  				  				  			
	 Minimize space requirements by using appropriate processes, including just in time delivery of Equipment.
	  	 	x	 	  	 	x	 	  	 	x	 	  				  				  			
	 For all End User Computing Equipment and Server equipment, manage pools of whole units of Equipment or parts for use in
Incident and request Resolution as required to meet or exceed the Performance Standards (“Whole Unit Spares”).
	  	 	x	 	  	 	x	 	  	 	x	 	  				  				  			

  

			
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	 Principal Activity
	  	Supplier	  	LS&Co.
	 1.  Ensure that any Whole Unit Spare that it provided to an End User:

 
 (a)   is a comparable item of
Equipment with the Equipment that is being replaced;
  

(b)   in the case of Peripherals, is compatible with the End User’s Workstation;

 
 (c)   in the case of
Workstations, has the same End User Software and data installed and the same configurations as the End User’s Workstation; and
  

2.  is operating correctly and ready for End User use.
	  	x	  	x	  	x	  		  		  	
	 For Workstation Whole Unit Spares, Supplier will transfer the necessary End User Software and data to such Whole Unit
Spare and assist End Users in restoring files
	  	x	  	x	  	x	  		  		  	
	 LS&Co. will own all spares and the shipment material and cost of spares
	  		  		  		  	x	  	x	  	x
	 Pull & Ship from Depot locations.
	  	x	  	x	  	x	  		  		  	
	 Manage return shipping and repair of damaged components
	  	x	  	x	  	x	  		  		  	
	 Identifies any failed End User Computing Equipment or Server Equipment that is reasonably beyond economic repair, and
inform LS&Co. before the device is prepared for disposal
	  	x	  	x	  	x	  		  		  	
	 Asset Management
	  		  		  		  		  		  	
	Manage and update the asset information in the ServiceNow asset management module as and when there is a change to an asset status	  	X	  	X	  	X	  		  		  	
	 Define the policies will be followed as part of the asset update / management process
	  		  		  		  	X	  	X	  	X
	Periodically maintain SCCM database in order to remove the stale objects, Also update the SCCM as and when assets are added or decommissioned in the environment	  	X	  	X	  	X	  		  		  	
	Procurement Management	  		  		  		  		  		  	
	 Maintain inventory and determine when stock is low. And maintain the replenishment model and maintain the adequate
stock level
	  	X	  	X	  	X	  		  		  	
	 LS&Co. to approve all new orders
	  		  		  		  	X	  	X	  	X
	 Regular reporting of inventory status to include on-hand min/max levels, on a
monthly / Quarterly basis
	  	x	  	x	  	x	  		  		  	
	 Order new inventory as required as a part of refresh and/ or replenishment utilizing a globally accessible ordering
portal where applicable as provided by LS&Co.
	  	x	  	x	  	x	  		  		  	
	 Image Management
	  		  		  		  		  		  	

  

			
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EXECUTION VERSION

 

													
	 Principal Activity
	  	Supplier	  	LS&Co.
	Create, test, certify, manage, update and maintain standard images (including “gold master” images or equivalent) for all Corporate and Retail Workstations.	  	x	  	x	  	x	  		  		  	
	Provide Media, License Information, Test Lab, Testing Hardware	  		  		  		  	x	  	x	  	x
	Identify Pilot Testing Users	  		  		  		  	x	  	x	  	x
	Discuss deployment plan and target devices	  	x	  	x	  	x	  	x	  	x	  	x
	Deploy LS&Co. approved software images to Workstations as applicable.	  	x	  	x	  	x	  		  		  	
	Perform transaction status monitoring as part of integrated retail operations center for Raymark Applications based POS ( In English) for the owned and operated stores and network monitoring from the up/down status perspective	  	x	  	x	  	x	  		  		  	

  

	1.	 PROJECT POOL HOURS PROJECTS 

Supplier will provide the infrastructure Project Pool hours to LS&Co. each year for a 5 year period, based on the Project forecasts provided by LS&Co.
Currently this pool constitutes of 4,000 for end user computing , 
 Service Provider will initially allocate resources to the Project Pool Staff in
accordance with the hours per Skillset Category as agreed below. Any skillset required outside of the Skillset Categories will be made available to LS&Co. outside of the Project Pool, in accordance with the rate card submitted. 

Currently the pool is planned to have following resources 
  

	 	•	 	 India - EUC Engineering – 2 

 

	 	•	 	 1 FTE – Image Management 

 

	 	•	 	 1 FTE – VDI Specialist (VM Ware) 

 

  

			
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 MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 2 

DESCRIPTION OF SERVICES 

ATTACHMENT 2.3.3 

DESCRIPTION OF SERVICES – INFORMATION TECHNOLOGY
SERVICES 
 CROSS FUNCTIONAL SERVICES 

  

			
		  	

			
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	1.	 INTRODUCTION 

Purpose: This Exhibit describes the Services to be performed for LS&Co. by Supplier pursuant to the Agreement. 

References: References to an Attachment, Appendix, Section or Article shall be to such Attachment or Appendix to, or Section or Article of,
this Exhibit unless otherwise provided. A reference to Exhibit includes a reference to the Attachments and Appendices attached hereto. 

Definitions: As used in this Exhibit, capitalized terms shall have the meanings set forth in Exhibit 1. Other terms used in this Exhibit
are defined where they are used and have the meanings there indicated. 
 As a part of Cross-Functional services, Supplier will leverage
LS&Co.’s current IT Service Management processes and tools to deliver and manage the IT infrastructure services. LS&Co.’s Service Management team will enable Supplier to understand the current processes by means of training and
orientation sessions that will be conducted by LS&Co. during transition. Supplier will develop appropriate process documents for subsequent use and reference during the steady state operations. Supplier will submit the process documents to
LS&Co. for its review and approval. 
 Supplier will work with LS&Co.’s Service Management team to establish appropriate
interfaces between LS&Co.’s and Supplier’s service management toolsets during the transition phase. The interfaces will establish appropriate integration between the two toolsets. Supplier understands that the system of records will be
LS&Co.’s service management tool. The integration of toolset will be bi-directional and Supplier’s service management tool will synchronize data with LS&Co.’s service management tool.
Supplier will provide LS&Co. detailed plans for the toolset integration during transition planning phase. 
 As part of onboarding
Supplier personnel, Supplier will establish procedures to impart appropriate level of training to new personnel that will enable them to understand and become aware of LS&Co.’s Service Management policies, processes and procedures. All
Supplier personnel will use LS&Co.-approved process documents as reference documents to deliver and manage IT services. 
 The Services
to be provided by Supplier to LSA, LSE, & AMA under this Agreement are categorized into the following Processes: 
  

	 	•	 	 Incident and Major Management Process 

 

	 	•	 	 Service Request Management Process 

 

	 	•	 	 Problem Management Process 

 

	 	•	 	 Change Management Process 

 

	 	•	 	 Knowledge Management Process 

 

	 	•	 	 Configuration Management Process 

Without limiting Section 2 of the Agreement, the Services include (a) the services, functions and
responsibilities described in this Attachment; and (b) the services, functions and responsibilities identified in the roles and responsibilities matrices contained within this Attachment for which Supplier is responsible (i.e., those Services
which have an “X” in the column labelled Supplier). 
 The services, functions, and responsibilities set forth in this Statement of
Work are supplemental to and incorporated into Supplier’s services, functions, and responsibilities in the other Information Technology Services Statements of Work (the other Statements of Work that form part of Attachment 2.3).
Accordingly, Supplier shall provide all such cross-functional Services with respect to all of the Information Technology Services (the other Services documented as part of Attachment 2.3). 

  

			
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	2.	 CROSS FUNCTIONAL PROCESSES 

Incident Management Process 
 Incident Management
handles all Service-affecting Incidents which may be failures or faults and restores the Service as quickly and efficiently as possible to the required Service Levels, while minimizing any adverse Impact on LS&Co. business operations. 

Scope: 
 Supplier will manage and oversee the Incident
Management Process across the Services and collaborate with LS&Co. and LS&Co. Third Party Contractors to manage the Cross Functional Incident Management Process. 

Supplier will provide overall Incident Management Support and accepts that, while some Incidents may only affect the Services within the scope of Supplier,
there will be Incidents that apply across the Cross Functional Services and require cooperation and joint work between Supplier, LS&Co. and the LS&Co. Third Party Contractors to resolve. Therefore, the Incident Management activities as
described in this Exhibit apply to all types of Incidents. 
 The following table gives the activities and responsibilities of Supplier and LS&Co. 

 

																									
	 Principal Activity
	  	Supplier	 	  	LS&Co.	 
	 	  	LSA	 	  	LSE	 	  	AMA	 	  	LSA	 	  	LSE	 	  	AMA	 
	 All Incidents
	  				  				  				  				  				  			
	Provide available LS&Co. Incident Management policies, standards and procedures.	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Provide Incident investigation, diagnosis, impact analysis, and reclassification as required.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Utilize and update the Incident Management System with all relevant information relating to an Incident.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Make an initial determination of the potential resolution.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Prioritize and escalate Incidents from VIP or Executive Users.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Link multiple contacts pertaining to the same Incident to the associated Incident Record.

Resolve as many Incidents as possible during the Authorized User’s initial contact with the Service Desk, without transferring the call or using any
escalation.
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Resolve Incidents that are resolvable by Level 1 Support, and close the Incident after receiving confirmation from the affected Authorized User that the Incident has been resolved.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Resolve Incidents arising from or related to the Services, including break/fix hardware and Software support	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Act proactively, and coordinate with all other parties (including Third Parties) as needed in order to resolve Incidents.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Transfer Incidents within specified time limits to the appropriate party without compromising Service Levels or Security requirements.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Provide or coordinate the final resolution to the Incident.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Escalate Incidents to the appropriate levels for resolution in accordance with escalation procedures approved by LS&Co.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			

  

			
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	 Principal Activity
	  	Supplier	  	LS&Co.
	Escalate an Incident where the Incident cannot be resolved within the relevant Service Levels or agreed timeframe	  	X	  	X	  	X	  		  		  	
	Close escalated Incidents after receiving confirmation from the affected Authorized User that the Incident has been resolved.	  	X	  	X	  	X	  		  		  	
	Restore normal service operations as quickly as possible following an Incident, with minimum disruption to LS&Co. Business operations, and in compliance with Service Levels.	  	X	  	X	  	X	  		  		  	
	Retain overall responsibility and ownership of all Incidents until the Incident is closed, subject to LS&Co. approval.	  	X	  	X	  	X	  		  		  	
	Track and report the progress of resolution efforts and the status of all Incidents	  	X	  	X	  	X	  		  		  	
	Keep LS&Co. informed of changes in Incident status throughout the Incident Lifecycle in accordance with agreed Service Levels	  	X	  	X	  	X	  		  		  	
	Leverage the LS&Co. Service Knowledge Management System to assist with the resolution of Incidents	  	X	  	X	  	X	  		  		  	
	Track the use of the Knowledge Management System, and report usage statistics to LS&Co. on a monthly basis, or as requested by LS&Co.	  	X	  	X	  	X	  		  		  	
	Where Incidents relate to Assets, update details in the Asset Register and the CMS/CMDB, or coordinate with the relevant process to confirm updates are made.	  	X	  	X	  	X	  		  		  	
	Incidents That Do Not Arise From or Relate to IT Services	  		  		  		  		  		  	
	Record the Incident and open an Incident Record.	  	X	  	X	  	X	  		  		  	
	Transfer the Incident to the appropriate person or entity for resolution or to provide guidance	  	X	  	X	  	X	  		  		  	
	Transfer Incidents within specified time limits to the appropriate party without compromising Service Levels or Security requirements.	  	X	  	X	  	X	  		  		  	
	Provide status updates to Authorized User within agreed Service Levels.	  	X	  	X	  	X	  		  		  	
	Incidents Only Partially Related to IT Services	  		  		  		  		  		  	
	Continue to work toward resolution of the relevant part(s).	  	X	  	X	  	X	  		  		  	
	Transfer the remaining part(s) to the Service Desk, without compromising Service Levels	  	X	  	X	  	X	  		  		  	
	Provide status updates to Authorized User within agreed Service Levels.	  	X	  	X	  	X	  		  		  	
	Incident Escalation	  		  		  		  		  		  	
	Support and reasonably assist with the creation of an escalation procedure to be documented in the Procedures Manual.	  		  		  		  	X	  	X	  	X
	Review the Supplier developed process for escalation of Incidents, and if acceptable to LS&Co., approve such procedures.	  		  		  		  	X	  	X	  	X

  

			
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	 Principal Activity
	  	Supplier	  	LS&Co.
	Provide appropriate business feedback and responses to Provider upon request for critical events and major Incidents.	  		  		  		  	X	  	X	  	X
	 Escalate unresolved Incidents according to procedures approved by LS&Co., and automatically prioritize high-impact Applications,
Software, Equipment and services, such that they are treated with the highest Priority.
  

Implement escalation procedures that reflect and describe the Incident, including
  

1. Priority level of the Incident
  

2. Location of the Incident and the name and/or number of affected Authorized Users
  

3. Elapsed time before an Incident is escalated to the next higher Priority level
	  	X	  	X	  	X	  		  		  	
	Investigate and diagnose activities to identify Workarounds for each Incident	  	X	  	X	  	X	  		  		  	
	Incident resolution activities to restore normal service in compliance with the Service Levels	  	X	  	X	  	X	  		  		  	
	Resolve Incidents by matching Incidents to Known Errors that are stored in a Known Error Database	  	X	  	X	  	X	  		  		  	
	Escalate Incidents to the Supplier’s and/or LS&Co. management team	  	X	  	X	  	X	  		  		  	
	Generate a Problem Record from an Incident	  	X	  	X	  	X	  		  		  	
	Generate Requests for Change (RFCs) where necessary for the implementation of Workarounds	  	X	  	X	  	X	  		  		  	
	Incident Management Reporting	  		  		  		  		  		  	
	Provide regular progress notifications to LS&Co. on current Priority Level 1, Priority Level 2, Priority Level 3, and Priority Level 4 Incidents and, as necessary, through any follow up communication and work
required post-resolution	  	X	  	X	  	X	  		  		  	
	Provide regular progress notifications to the Service Desk on Incidents raised by VIP or Executive Users, with the frequency of such notification in accordance with Service Levels and LS&Co. requirements	  	X	  	X	  	X	  		  		  	
	 Provide prompt notification to LS&Co. of System Outages on critical Systems; and otherwise provide affected Authorized Users with regular
and timely progress updates about the Incident including:
  

1.  Nature of the Incident
  

2.  Estimated time to completion
  

3.  Potential short-term alternatives
	  	X	  	X	  	X	  		  		  	
	Provide the monthly report in electronic copy in a format agreed to with LS&Co., which at a minimum includes	  	X	  	X	  	X	  		  		  	

  

			
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	 Principal Activity
	  	Supplier	 	  	LS&Co.	 
	 1.  Key issues relating to Incident Management

 
 2.  Number of Incidents during the
month, grouped by Priority, service, region, and classification
  

3.  List of Incidents, short description, reference number, and a shortcut to detailed description

 
 4.  Detailed description, including
timing of activities
  
 5.  Links to
Problem and Known Error Records
  

6.  Trend analysis of the Incidents reported during the thirteen (13) most recent months
	  				  				  				  				  				  			
	 Calculate statistics and provide monthly reports to LS&Co., which include:

 
 1. The number of Incidents

 
 2. Sources of the Incidents

 
 3. Frequency regarding the types or categories of Incidents

 
 4. The duration of open Incidents (average and quantities by age)

 
 5. Number of Incidents resolved upon first contact

 
 6. Other pertinent information regarding Incident resolution, including Service Level
measurement reporting
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Post successful resolution, document resolution within Incident Management Tool and initiate Incident closure via Service Desk as and when required.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Integrate Supplier Incident Management tool to LS&Co. Incident Management tool	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Integrate the Supplier Incident Management Tool with the other Cross Functional and Supplier Service Management Processes and Tools.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	LS&Co. Process Owners will provide Incident Management Process Training using the “Train the Trainer” format to Supplier Leads	  				  				  				  	 	X	 	  	 	X	 	  			
	LS&Co. specific Incident Management Trainings—Onboarding and Orientation Trainings for all new employees / joiners aligned to support.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Changes to the Incident Management process globally	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Ownership of changes to be done on the LS&Co. Tools environment if there is a requirement due to a Process workflow change in the Incident Management Process	  				  				  				  				  				  			
	Data Collection & Validation (Accuracy)	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 1.  Collect and provide agreed performance data from systems by required date;

 
 2.  Review reports for accuracy based
on Deliverables and Obligations, Service Level, and unstructured input;
  

3.  Resolving reporting issues with LS&Co. as necessary
	  				  				  				  				  				  			

  

			
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 Definitions – Incident Priorities 

Priority is derived from impact and urgency settings 
 Impact

  

							
	 Setting
	  	 Impact

Value
	  	 Highest

Business

Criticality of

Impacted

Services
	  	 Financial and/or human impact

	1	  	High	  	1 - Most Critical	  	1. Impacting >50 people or cost of $50,000
				
	2	  	Medium	  	2 - Somewhat Critical	  	2. Impacting 25 to 50 people or cost between 25 to $50K
				
	3	  	Low	  	3 - Less Critical	  	3. Impacting less than 23 people or cost of less than $25K
				
		  		  	4 - Not Critical	  	

 Urgency 
  

							
	 Setting
	  	 Impact

Value
	  	 Highest

Business

Criticality of

Impacted

Services
	  	 Financial and/or human impact

	1	  	High	  	1 - Most Critical	  	1. Impacting >50 people or cost of $50,000
				
	2	  	Medium	  	2 - Somewhat Critical	  	2. Impacting 25 to 50 people or cost between 25 to $50K
				
	3	  	Low	  	3 - Less Critical	  	3. Impacting less than 23 people or cost of less than $25K
				
		  		  	4 - Not Critical	  	

  

					
	 Priority
	  	 Impact
	  	 Urgency

	1	  	1-High	  	1-High
			
	2	  	1-High	  	2-Medium
			
	2	  	2-Medium	  	1-High
			
	3	  	2-Medium	  	2-Medium
			
	3	  	1-High	  	3-Low
			
	3	  	3-Low	  	1-High
			
	4	  	3-Low	  	2-Medium
			
	4	  	2-Medium	  	3-Low
			
	5	  	3-Low	  	3-Low

  

			
	 Best Judgment Guideline—For incidents where impact is current or
imminent

	 1   Fatal Impact on Services provided to the business, affecting critical
production, e.g. Network connectivity down, critical application unavailable, unable to access business data
	  	>50 Users impacted or >$50,000 and Time to Impact is less than 4 hours
		
	 Critical or Negative impact on services provided to the business, affecting production
	  	>50 Users impacted or >$50,000
		
	 2   e.g. All or a portion of a less critical application unavailable,
degraded network performance
	  	 and Time to Impact is less than 8 hours
  

or
  

>25 Users impacted or >$25,000
  

and Time to Impact is less than 4 hours

  

			
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	 3   Low or minimal impact to an application. Degradation of a non-critical function, problems of low impact. Alternatives not immediately available. Problems that degrade but do not prevent accessibility or usability.
	  	Not qualified for P1 or 2, but still has an impact on users
		
	 4   No current of imminent impact to business services.
Irritation.
	  	

 Service Request Management Process 

The goal of Request Fulfillment is to manage the Lifecycle of all Service Requests. Service Requests include all requests that Authorized Users submit to the
IT department, including information, advice, a Standard Change, or access to a service. 
 Scope: 

Supplier will manage and oversee the Request Fulfillment Process across its Services and collaborate with the Service Desk, LS&Co. and LS&Co. Third
Party Contractors to manage the Cross Functional Request Fulfillment Process. 
 Supplier will provide support for Service Requests. While some Service
Requests may only affect the Services within the scope of the Supplier, there will be Service Requests that apply across the Cross Functional Services and require cooperation and joint work between Supplier, LS&Co., Service Desk and the
LS&Co. Third Party Contractors. 
 The following table gives the activities and responsibilities of Supplier and LS&Co. 

 

													
	 Principal Activity
	  	Supplier	  	LS&Co.
	 	  	LSA	  	LSE	  	AMA	  	LSA	  	LSE	  	AMA
	Provide LS&Co. specific Service Request procedures	  		  		  		  	X	  	X	  	X
	Document and maintain the LS&Co. Provided Service Request procedures in the Procedures Manual.	  	X	  	X	  	X	  		  		  	
	Ensure that all Service Requests receive appropriate LS&Co. approval before beginning work.	  	X	  	X	  	X	  		  		  	
	Work with LS&Co. to implement and manage master data (assignment groups, solution areas, approval information, etc.) to the extent it is necessary to support effective Service Request execution.	  	X	  	X	  	X	  		  		  	
	Fulfill all standard Service Requests that have been approved by LS&Co. in accordance with the Procedures Manual and Service Level (if applicable)	  	X	  	X	  	X	  		  		  	
	Fulfill all non-standard Service Requests in a manner and on a timeline mutually agreed with the LS&Co.	  	X	  	X	  	X	  		  		  	
	Cooperate with and participate in meetings with other providers, as required or requested by LS&Co., to enable fulfillment of a Service Request.	  	X	  	X	  	X	  		  		  	
	Provide accurate and regular status updates for all Service Requests assigned to Supplier	  	X	  	X	  	X	  		  		  	
	Provide a self-service capability to allow users to check the status of their Service Requests.	  		  		  		  	X	  	X	  	X

  

			
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	 Principal Activity
	  	Supplier	  	LS&Co.
	 	  	LSA	  	LSE	  	AMA	  	LSA	  	LSE	  	AMA
	Maintain a knowledge management system to support the management of Service Requests. The knowledge should include resolution information on Service Requests.	  	X	  	X	  	X	  		  		  	
	Work effectively with LS&Co. and other Third Party Contractors regarding fulfillment activities for Service Requests.	  	X	  	X	  	X	  		  		  	
	Maintain and update a Service Request management system with each Service Request in accordance with LS&Co.’s Service Request procedures.	  		  		  		  	X	  	X	  	X
	Subject to LS&Co.’s approval, establish and maintain Service Request Escalation Procedures.	  	X	  	X	  	X	  		  		  	
	Liaise with Change Management to ensure that Service Requests follow the Change Management	  	X	  	X	  	X	  		  		  	
	Process for Standard Changes and Requests for Change (RFCs).	  		  		  		  		  		  	
	After successful resolution, document resolution within the Request Fulfillment Tool and initiate Service Request closure via Service Desk.as and when required.	  	X	  	X	  	X	  		  		  	
	Provide status update reports and summary reports at the frequency and in a format agreed with LS&Co. and as a dashboard for Service management meetings.	  	X	  	X	  	X	  		  		  	
	Integrate Supplier Request Management tool to LS&Co. Service Management tool	  	X	  	X	  	X	  		  		  	
	LS&Co. Process Owners will provide Service Request Management Process Training using the “Train the Trainer” format to Supplier Leads	  		  		  		  	X	  	X	  	X
	LS&Co. specific Request Management Trainings – On boarding and Orientation Trainings for all new employees / joiners aligned to support.	  	X	  	X	  	X	  		  		  	
	Changes to the Service Request Management process globally	  		  		  		  	X	  	X	  	X
	Ownership of changes to be done on the LS&Co. Tools environment if there is a requirement due to a Process workflow change for Service Request Management	  		  		  		  	X	  	X	  	X
	 Data Collection & Validation (Accuracy)
  

1.  Collect and provide agreed performance data from systems by required date;

 
 2.  Review reports for accuracy based
on Deliverables and Obligations, Service Level, and unstructured input;
  

3.  Resolving reporting issues with LS&Co. as necessary
	  	X	  	X	  	X	  		  		  	

 Problem Management Process 

Problem Management analyses Incidents to prevent future Incidents and/or eliminate repeating Incidents, and to minimize the Impact of Incidents that cannot be
prevented. Problem Management is responsible for driving Problem investigation and managing all Problems end-to-end. 

Scope 
 Supplier will manage and oversee the Problem
Management Process across its Services and collaborate with LS&Co. and LS&Co. Third Party Contractors to manage the Cross Functional Problem Management Process. 

  

			
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 Supplier will support Problem Management Process. While some Problem may only affect the Services, there will
be Problem that apply across the Cross Functional Services and require cooperation and joint work between the LS&Co. Supplier and the LS&Co. Third Party Contractors to resolve the Problems. 

The following table gives the activities and responsibilities of Supplier and LS&Co. 

 

													
	 Principal Activity
	  	Supplier	  	LS&Co.
	 	  	LSA	  	LSE	  	AMA	  	LSA	  	LSE	  	AMA
	Provide available LS&Co. Problem policies, standards and procedures.	  		  		  		  	X	  	X	  	X
	Retain overall responsibility for all Problems allocated to the Supplier until the Problem is closed, subject to LS&Co.’s approval	  	X	  	X	  	X	  		  		  	
	Establish and maintain Problem allocation rules and procedures, as defined by LS&Co.	  	X	  	X	  	X	  		  		  	
	Approve or reject the Problem Management procedures submitted by Supplier for approval.	  	X	  	X	  	X	  	X	  	X	  	X
	Provide necessary information from the time a Problem is identified through to resolution. As necessary, also provide any follow-up communications and report work required post-resolution to
LS&Co. and to LS&Co. Third Party Contractors.	  	X	  	X	  	X	  		  		  	
	Track and report any backlog of unresolved Problems on at least a monthly basis to LS&Co., or more frequently as requested.	  	X	  	X	  	X	  		  		  	
	 The Supplier shall provide a monthly report using LS&Co. ServiceNow. This report shall include:

 
 1.  The number of Problems and Known
Errors in total and grouped by type, Priority, and status,
  

2.  Statistics on total numbers of Problems and Known Errors

 
 3.  Problem reviews,

 
 4.  Trend analysis of Problems and
Known Errors documented during the thirteen (13) most recent months,
  

5.  Problem and Known Error trend analysis findings,

 
 6.  The number of Requests for Change
initiated for Known Errors,
  

7.  Outages that could have been prevented,

 
 8.  Number of open and closed Problem
Records and Known Error Records,
  

9.  Resolution time of Problems,
  

10.  Priority 1 Outages and Priority 1 Incidents,

 
 11.  Performance data showing the
relationship between effective Problem Management and the reduction in the number of Incidents.
  

12.  Any issues relating to the efficiency and effectiveness of Problem Management, such as any
information that may improve or facilitate a better Problem Management process, including decisions to be made by LS&Co..
	  	X	  	X	  	X	  		  		  	
	Perform trend analyses on the volume and nature of Problem.	  	X	  	X	  	X	  		  		  	
	Ensure Root Cause Analysis (RCA) are completed for all identified problems and permanent fixes are identified and implemented	  	X	  	X	  	X	  		  		  	
	Ensure Known Error Database (KEDB) is updated with appropriate workarounds and fixes	  	X	  	X	  	X	  		  		  	
	Analyse Problems guidance or advice trends, and recommended actions.	  	X	  	X	  	X	  		  		  	

  

			
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	Collating Problem information regarding suggested improvements to Supplier’s Services.	  	X	  	X	  	X	  		  		  	
	Develop an action plan on a quarterly basis to address suggested improvements	  	X	  	X	  	X	  		  		  	
	Reviewing and implement the action plan with LS&Co.’s approval	  	X	  	X	  	X	  		  		  	
	Monitoring and reporting on progress and improvements made and reporting on the percentage of actions completed within the target completion date.	  	X	  	X	  	X	  		  		  	
	Conduct Problem Management Meetings and attend Problem Management Meeting as scheduled by LS&Co.	  	X	  	X	  	X	  		  		  	
	Inform LS&Co. if Problems exceeds or are expected to exceed their target Resolution Times.	  	X	  	X	  	X	  		  		  	
	Escalate issues to the appropriate levels for resolution in accordance with escalation procedures approved by LS&Co.	  	X	  	X	  	X	  		  		  	
	Verify with all involved parties that a Problem is resolved before recommending it for closure.	  	X	  	X	  	X	  		  		  	
	Approve the closure of a Problem Ticket	  		  		  		  	X	  	X	  	X
	Report to LS&Co., which can be via Service management tooling, each Problem that has been resolved.	  	X	  	X	  	X	  		  		  	
	LS&Co. Process Owners will provide Problem Management Process Training using the “Train the Trainer” format to Supplier Leads	  		  		  		  	X	  	X	  	X
	LS&Co. specific Problem Trainings - Onboardring and Orientation Trainings for all new employees / joiners aligned to support.	  	X	  	X	  	X	  		  		  	
	Changes to the Problem Management process globally	  		  		  		  	X	  	X	  	X
	Ownership of changes to be done on the LS&Co. Tools environment if there is a requirement due to a Process workflow change in the Problem Management Process	  		  		  		  	X	  	X	  	X
	 Data Collection & Validation (Accuracy)
  

1.  Collect and provide agreed performance data from systems by required date;

 
 2.  Review reports for accuracy based
on Deliverables and Obligations, Service Level, and unstructured input;
  

3.  Resolving reporting issues with LS&Co. as necessary
	  	X	  	X	  	X	  		  		  	

 Change Management Process 

Change Management enables Changes to be made with minimal disruption to the Services, ensuring that Changes are deployed in a controlled way, such that they
are evaluated, prioritised, planned, tested, implemented and documented. 
 Supplier will manage and oversee the Change Management Process across its
Services and collaborate with LS&Co. and LS&Co. Third Party Contractors to manage the Cross Functional Change Management Process. 

  

			
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EXECUTION VERSION

 

 Supplier will manage the Change Management Process in the way that achieves a set of clearly defined
objectives including: 
  

	 	•	 	 Efficient implementation of Changes 

 

	 	•	 	 Clear accountability for implementation of Changes and approvals, 

 

	 	•	 	 Appropriate risk assessment and mitigation 

 

	 	•	 	 Minimization of business disruption 

 

	 	•	 	 Effective coordination and communication 

 

	 	•	 	 Review the action plan for LS&Co. approval 

 

	 	•	 	 Reporting on progress and improvements made and on the percentage of actions completed within the target
completion date. 

 Some of the Change Management activities may only affect the Services, however, there will also be activities that
apply across the Cross Functional Services and require cooperation and joint work between the Supplier, LS&Co. and the LS&Co. Third Party Contractors. 

The following table gives the activities and responsibilities of Supplier and LS&Co. 

 

													
	 Principal Activity
	  	Supplier	  	LS&Co.
	 	  	LSA	  	LSE	  	AMA	  	LSA	  	LSE	  	AMA
	Provide available LS&Co. Change Management policies, standards and procedures.	  		  		  		  	X	  	X	  	X
	Retain the ownership of the overall Change Managements Process globally	  		  		  		  	X	  	X	  	X
	Integrate Change Management Process and other Service Management Processes with the Cross Functional Change Management	  		  		  		  	X	  	X	  	X
	Specify “freeze” periods during which the Supplier will not make any Changes.	  		  		  		  	X	  	X	  	X
	Retain the ownership of overall CAB meetings	  		  		  		  	X	  	X	  	X
	Collaborate as required by LS&Co. in the operation of the overall CAB by providing input including:	  	X	  	X	  	X	  		  		  	
	 1.  Evaluations of Change Impact

 
 2.  Recommendations for approval or
otherwise
  
 3.  Recommending an
implementation plan
  

4.  Recommending appropriate participation based on the Request for Change
	  		  		  		  		  		  	
	Review Changes according to the Change Authorization Matrix as per LS&Co. Change Management Process.	  	X	  	X	  	X	  		  		  	
	Approve Changes according to the Change Authorization Matrix as per LS&Co. Change Management Process.	  		  		  		  	X	  	X	  	X
	Retain overall responsibility for all Changes allocated to the Supplier (in scope services) until the Change is closed, subject to CAB and LS&Co. approval.	  	X	  	X	  	X	  		  		  	
	Provide status update reports and summary reports at the frequency and in a format agreed with LS&Co., during Service Management meetings.	  	X	  	X	  	X	  		  		  	
	Summarize the Changes made each week, and report the information to LS&Co. on a weekly basis	  	X	  	X	  	X	  		  		  	
	Supplier shall manage the effective entry of Change Records into the Change Management Tool	  	X	  	X	  	X	  		  		  	

  

			
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	 Principal Activity
	  	Supplier	  	LS&Co.
	 	  	LSA	  	LSE	  	AMA	  	LSA	  	LSE	  	A’MA
	Raise and submit proposed Changes to LS&Co. for assessment using the LS&Co. provided Change Management Process and templates. At a minimum, each submitted proposed Request for Change shall include:	  	X	  	X	  	X	  		  		  	
	 1.  Description of the Change and its Impact on Infrastructure, Configuration Items,
Services, processes etc.,
  
 2.  The
purpose and justification for the Change,
  

3.  A list of Service(s), geographical regions, End User(s), LS&Co. Third Party Contractors
potentially affected by the Change,
  

4.  The proposed implementation procedures,

 
 5.  The Resources required executing
the Change.
	  		  		  		  		  		  	
	Update its CMDB/CMS in cooperation with Service Asset and Configuration Management for any changes that is performed by Supplier	  		  		  		  	X	  	X	  	X
	Review proposed Changes, schedule all Service Providers and obtain all necessary approvals in accordance with the approval matrix for proposed Changes.	  		  		  		  	X	  	X	  	X
	Provide advice to LS&Co. if the initial review indicates the Priority Level should be altered	  	X	  	X	  	X	  		  		  	
	In an emergency, Supplier will gain authorization from the Emergency Change Advisory Board to implement an Emergency Change in accordance with Change Management procedures.	  	X	  	X	  	X	  		  		  	
	Approve Emergency changes as per LS&Co. Change Management Process.	  		  		  		  	X	  	X	  	X
	Escalate issues to the appropriate levels for resolution in accordance with escalation procedures provided by LS&Co.	  		  		  		  		  		  	
	Conduct Post Implementation Reviews of Changes to determine whether the Change was successful	  	X	  	X	  	X	  		  		  	
	Collect data on every Change attempted (in-scope services). Such data shall include:	  	X	  	X	  	X	  		  		  	
	 The cause of any Incidents
  

1.  Measures taken to prevent recurrence,

 
 2.  Whether the Change was successful
from the perspective of the Authorised Users and LS&Co. Third Party Contractors affected by the Change.
	  		  		  		  		  		  	
	Close and update the Change Record with all of the details of the Change in accordance with the Change Management policies.	  	X	  	X	  	X	  		  		  	
	Integrate Supplier Change Management tool to LS&Co. Service Management tool	  	X	  	X	  	X	  		  		  	
	Integrate the Supplier Change Management Tool with the other Cross Functional and Supplier Service Management Processes and Tools.	  	X	  	X	  	X	  		  		  	
	LS&Co. Process Owners will provide Change Management Process Training using the “Train the Trainer” format to Supplier Leads	  		  		  		  	X	  	X	  	X
	LS&Co. specific Change Management Trainings—Onboarding and Orientation Trainings for all new employees / joiners aligned to support.	  	X	  	X	  	X	  		  		  	
	Changes to the Change Management process globally	  		  		  		  	X	  	X	  	X
	Ownership of changes to be done on the LS&Co. Tools environment if there is a requirement due to a Process workflow change in the Problem Management Process	  		  		  		  	X	  	X	  	X

  

			
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	 Principal Activity
	  	Supplier	  	LS&Co.
	 	  	LSA	  	LSE	  	AMA	  	LSA	  	LSE	  	A’MA
	 Data Collection & Validation (Accuracy)
  

1.  Collect and provide agreed performance data from systems by required date;

 
 2.  Review reports for accuracy based
on Deliverables and Obligations, Service Level, and unstructured input;
  

3.  Resolving reporting issues with LS&Co. as necessary
	  	X	  	X	  	X	  		  		  	

 Knowledge Management Process 

Knowledge Management allows the sharing of perspectives, ideas, experience and information, and ensures that these are available in the right place at the
right time to enable informed decisions. 
 Supplier shall manage the Knowledge Management Process across its Services and collaborate with LS&Co. and
LS&Co. Third Party Contractors to manage the Cross Functional Knowledge Management Process. 
 Some of the Knowledge Management activities may only
affect the Services within the scope of the Supplier, however, there will be activities that apply across the Cross Functional Services and require cooperation and joint work between the Supplier, LS&Co. and the LS&Co. Third Party
Contractors. 
 The following table gives the activities and responsibilities of Supplier and LS&Co. 

 

													
	 Principal Activity
	  	Supplier	  	LS&Co.
	 	  	LSA	  	LSE	  	AMA	  	LSA	  	LSE	  	AMA
	Provide available LS&Co. Knowledge Management policies, standards and procedures.	  		  		  		  	X	  	X	  	X
	Retain the ownership of the overall knowledge Management Process globally	  		  		  		  	X	  	X	  	X
	Integrate Knowledge Management Process and other Service Management Processes with the Cross Functional Change Management	  		  		  		  	X	  	X	  	X
	Retain the ownership of all Knowledge Articles	  		  		  		  	X	  	X	  	X
	Implement actions defined in the communication improvement plan as directed by LS&Co.	  	X	  	X	  	X	  		  		  	
	Support LS&Co. activities to audit the knowledge base contents to ensure the correctness of the data and information contained therein.	  	X	  	X	  	X	  		  		  	
	Conduct regular assurance activities with to ensure information required to manage the Services is captured, stored, and presented accurately and completely in the Knowledge Base. The information shall include:	  	X	  	X	  	X	  		  		  	
	 1.  Policies and procedures,

 
 2.  Best practices,

 
 3.  Methods to resolve Incidents,

 
 4.  Known Errors,

 
 5.  Frequently Asked Questions
(FAQs),
  
 6.  Trainings
Material
	  		  		  		  		  		  	
	LS&Co. Process Owners will provide Knowledge Management Process Training using the “Train the Trainer” format to Supplier Leads	  		  		  		  	X	  	X	  	X

  

			
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EXECUTION VERSION

 

													
	 Principal Activity
	  	Supplier	  	LS&Co.
	 	  	LSA	  	LSE	  	AMA	  	LSA	  	LSE	  	AMA
	LS&Co. specific Knowledge Management Trainings - Onboarding and Orientation Trainings for all new employees / joiners aligned to support.	  	X	  	X	  	X	  		  		  	
	Changes to the Knowledge Management process globally	  		  		  		  	X	  	X	  	X
	Ownership of changes to be done on the LS&Co. Tools environment if there is a requirement due to a Process workflow change in the Knowledge Management Process	  		  		  		  	X	  	X	  	X

 Configuration Management Process 

Supplier supports the Configuration Management Process across its Services and collaborates with LS&Co. and LS&Co. Third Party Contractors to manage
the Cross Functional Configuration Management Process. 
 The following are the activities Supplier will undertake to facilitate interface with LS&Co.
defined Configuration Management Process: 
  

	 	•	 	 Utilize LS&Co. Configuration Management Database or any other equivalent system to facilitate impact
assessment for Request for Configurations 

  

	 	•	 	 Keep the CI information updated 

 

	 	•	 	 Monitor and track CI baselines subsequent to new changes and releases 

 

	 	•	 	 Interface with LS&Co. Configuration/Asset Managers to understand new deployment or releases

  

	 	•	 	 Provide Service Assets and CI reports as defined and agreed with LS&Co. 

 

	 	•	 	 Participate in reviews with LS&Co. Service Management team 

 

	 	•	 	 Assist LS&Co. when it audits the Configuration Management process once in a quarter 

 

	 	•	 	 Provide Configuration Management reports on monthly basis 

 

	 	•	 	 Develop a Configuration Management process and procedures manual and regularly update this manual

 The following table gives the activities and responsibilities of Supplier and LS&Co. 

 

													
	 Principal Activity
	  	Supplier	  	LS&Co.
	 	  	LSA	  	LSE	  	AMA	  	LSA	  	LSE	  	AMA
	Define and provide current LS&Co. Configuration Management requirements and policies	  		  		  		  	X	  	X	  	X
	Define configuration management policies	  		  		  		  	X	  	X	  	X
	Review Provider requests to make changes to CI records, and if acceptable to LS&Co. approve such request.	  	X	  	X	  	X	  		  		  	
	Define CIs	  		  		  		  	X	  	X	  	X
	Review CMDB database environment changes submitted by Supplier for approval and, if acceptable to LS&Co., approved such requests.	  	X	  	X	  	X	  		  		  	
	Categorize CIs	  		  		  		  	X	  	X	  	X
	Define CI unique identifiers	  		  		  		  	X	  	X	  	X
	Define CMDB structure	  		  		  		  	X	  	X	  	X
	Map CIs to Services	  		  		  		  	X	  	X	  	X

  

			
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	 Principal Activity
	  	Supplier	  	LS&Co.
	 	  	LSA	  	LSE	  	AMA	  	LSA	  	LSE	  	AMA
	Define the scope of CMDB audits as required in the LS&Co. approved Configuration Management plan.	  		  		  		  	X	  	X	  	X
	Defining access rights to CMDB	  		  		  		  	X	  	X	  	X
	Recording CI details in CMDB as a part of the daily operations as and when a device status changes	  	X	  	X	  	X	  		  		  	
	Update CMDB	  		  		  		  	X	  	X	  	x
	Setup Definitive Media Library (DML)	  		  		  		  	X	  	X	  	X
	Update Definitive Media Library (DML)	  		  		  		  	X	  	X	  	X
	Provide feedback and recommend improvements to the Configuration Management plan to LS&Co.	  	X	  	X	  	X	  		  		  	
	LS&Co. Process Owners will provide Problem Management Process Training using the “Train the Trainer” format to Supplier Leads	  		  		  		  	X	  	X	  	X
	LS&Co. specific Configuration Management Trainings—Onboarding and Orientation Trainings for all new employees / joiners aligned to support.	  	X	  	X	  	X	  		  		  	
	Changes to the Configuration Management process globally	  		  		  		  	X	  	X	  	X
	Ownership of changes to be done on the LS&Co. Tools environment if there is a requirement due to a Process workflow change in the Configuration Process	  		  		  		  	X	  	X	  	X

  

  

			
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	CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY	  	Exhibit 10.30

  

 MASTER SERVICES AGREEMENT* 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 2 

DESCRIPTION OF SERVICES 

ATTACHMENT 2.3.4 

DESCRIPTION OF SERVICES – INFORMATION TECHNOLOGY
SERVICES 
 SERVER OPERATIONS CENTER 

 
  

	*	 Certain information in this exhibit has been omitted and filed separately with the Securities and Exchange
Commission. Confidential treatment has been requested with respect to the omitted portions marked with [****]*. 

  

			
		  	

			
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	1.	 INTRODUCTION 

Purpose: This Exhibit describes the Services to be performed for LS&Co. by Supplier pursuant to the Agreement. References: References to an Attachment,
Appendix, Section or Article shall be to such Attachment or Appendix to, or Section or Article of, this Exhibit unless otherwise provided. A reference to Exhibit includes a reference to the Attachments and Appendices attached hereto. Definitions: As
used in this Exhibit, capitalized terms shall have the meanings set forth in Exhibit 1. Other terms used in this Exhibit are defined where they are used and have the meanings there indicated. LS&Co.’s responsibility will focus on all
Engineering tasks associated with supporting the disciplines outlined below. This includes items such as creating and certifying new Operating System builds, reviewing and testing new technologies, creating documentation and procedures for turnover
to the day-to-day teams and implementing automation. LS&Co.’s responsibility will be to train an appointed SME (subject matter expert) within Supplier, and that
person will be responsibility for training the rest of the team which would include new staff added to the account. 
 It is incumbent on Supplier to train
their technicians on all existing technologies (including future version upgrades) implemented at LS&Co. in order to be proficient in supporting said technologies. 

Each discipline will provide on-call coverage and be available on a 24x7 basis. This includes the ability to reach
technicians after-hours in order to facilitate faster resolution of major incidents. 
 Supplier will conduct quarterly business review showing metrics,
adherence to Service Levels, trends, and opportunities for improvement. 
 The LS&Co. Engineering teams will provide up to 10 hours per calendar month
to assist as necessary to resolve incidents, problems or requests. This effort excludes any kind of engineering scope activities and is a dedicated effort for supporting Supplier BAU team for any operational issue. 

 

	 	•	 	 Command Center 

  

	 	•	 	 Infrastructure & application monitoring 

 

	 	•	 	 Batch monitoring 

  

	 	•	 	 Incident management 

  

	 	•	 	 Incident lifecycle management & co-ordination

  

	 	•	 	 Access management 

  

	 	•	 	 Service level management & reporting 

 

	 	•	 	 Server monitoring & management (Wintel & UNIX)

  

	 	•	 	 Server standards & architecture 

 

	 	•	 	 Server procurement 

  

	 	•	 	 Server configuration management 

 

	 	•	 	 Server IMAC (Install, Move, Add, Change) 

 

	 	•	 	 Hardware maintenance 

  

	 	•	 	 Server monitoring, administration and support 

 

	 	•	 	 Performance tuning 

  

	 	•	 	 Server security 

  

	 	•	 	 Patch management 

  

	 	•	 	 Anti-virus 

  

			
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	 	•	 	 Major incident management 

 

	 	•	 	 Operating system administration 

 

	 	•	 	 VMware host management 

 

	 	•	 	 Failover testing & management 

 

	 	•	 	 Batch Job scheduling & management 

 

	 	•	 	 Batch job monitoring 

  

	 	•	 	 Batch job scheduling 

  

	 	•	 	 Storage monitoring & management 

 

	 	•	 	 Storage architecture & standards 

 

	 	•	 	 Life cycle management 

  

	 	•	 	 Storage monitoring & management 

 

	 	•	 	 Storage administration 

 

	 	•	 	 Performance tuning 

  

	 	•	 	 Storage optimization 

  

	 	•	 	 Storage adds, moves, changes, redeployments 

 

	 	•	 	 Storage hardware maintenance 

 

	 	•	 	 Configuration Management 

 

	 	•	 	 Failover Testing & Management 

 

	 	•	 	 Disaster Recovery Services 

 

	 	•	 	 Disaster Recovery 

  

	 	•	 	 Backup, recovery, retention & archival management 

 

	 	•	 	 Backup management 

  

	 	•	 	 Restoration management 

 

	 	•	 	 Scratch tape management 

 

	 	•	 	 Tape device management 

 

	 	•	 	 Backup server management 

 

	 	•	 	 Performance monitoring 

 

	 	•	 	 Backup monitoring 

  

	 	•	 	 Database Monitoring & Management 

 

	 	•	 	 Database Provisioning 

  

	 	•	 	 Database Refreshes 

  

	 	•	 	 Database monitoring 

  

	 	•	 	 Database lifecycle management 

 

	 	•	 	 Patching 

  

			
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	 	•	 	 Upgrade 

  

	 	•	 	 Decommissioning 

  

	 	•	 	 Database administration 

 

	 	•	 	 Middleware (Web) Management & Support 

 

	 	•	 	 Monitoring 

  

	 	•	 	 Administration/Troubleshooting 

 

	 	•	 	 Server Deployment 

  

	 	•	 	 Architecture 

  

	 	•	 	 Cluster 

  

	 	•	 	 Patch management 

  

	 	•	 	 Project Support 

 

	 	•	 	 Continuous Improvement 

Without limiting Section 3 of the Agreement, the Services include (a) the services, functions and responsibilities described in
this Attachment; and (b) the services, functions and responsibilities identified in the roles and responsibilities matrices contained within this Attachment for which Supplier is responsible (i.e., those Services which have an “X” in
the column labeled Supplier). 
  

	2.	 COMMAND CENTER 

Supplier centralized monitoring team will act as a focal point, merging multiple technology stacks, processes and mission needs into a
high-performing & efficient Operations Center, its role is extended to vary in accordance to the ITIL functions. The table shown below describes the different ITIL functions mapped to the roles and responsibilities of the centralized
monitoring team. 
  

																											
	Principal Activity	  	Supplier	 	  	LS&Co.	 
	 	  	 	  	LSA	 	  	LSE	 	  	AMA	 	  	LSA	 	  	LSE	 	  	AMA	 
	 Infrastructure and Application Monitoring
	  				  				  				  				  				  			
	1.	  	Event management	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	2.	  	Automated alert monitoring - Integrate existing toolset with ServiceNow directly or via a Manager of Managers (MoM)	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	3.	  	Manage and configure event correlation rules as per the requirement and feasibility	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	4.	  	Manage event management topology	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	5.	  	Configure / Maintain Service Now CMDB	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	6.	  	An LS&Co. CMDB will be used to manage Event Management, Supplier would be responsible to update any new CI in to CMDB	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	7.	  	Create, Maintain documentation of Service Now CMDB relationships	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	8.	  	The existing legacy monitoring tools which are retained by LS&Co. to monitor legacy systems would be supported by Supplier on best effort basis if there is no OEM support available	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	9.	  	Install agents (wherever supported), configure standard monitoring and support the existing infrastructure monitoring toolset	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	10.	  	 Application monitoring scope is limited to basic application monitoring for below applications

•  Configure and monitor CMSG which is integrated with IBM TEC

•  Configure and monitor URL’s using SCOM, Web metrics or Servers Alive

•  Configure and monitor Oracle Database using Quest

•  Configure and monitor Oracle using Tivoli application monitoring

•  Configure and monitor file level log scraping

•  Configure and Monitor Tripwire as required to support compliance policies – SOX and
PCI.
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			

  

			
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	Principal Activity	  	Supplier	 	  	LS&Co.	 
	 	  	 	  	LSA	 	  	LSE	 	  	AMA	 	  	LSA	 	  	LSE	 	  	AMA	 
	11.	  	 Maintain documentation for system monitoring including

- overall landscape
 - monitoring interfaces

- monitored metrics
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	12.	  	Provide routine reporting of total systems and monitoring compliance.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	13.	  	Maintain & Report license inventory for monitoring applications using existing LS&Co. Tool set or Process	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	14.	  	Coordinate with Suppliers on maintenance renewals for monitoring tools.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	15.	  	Timely procurement of the licenses and maintenance renewal	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	16.	  	Supplier team will follow the guidelines and maintain the design as architected by LS&Co. engineering team to minimize licensing requirements.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	17.	  	Build & implement workflows in the existing LS&Co. System Center Orchestrator as per business need and feasibility	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	18.	  	Obtain approval from LS&Co. prior to implementing new solutions that could impact license counts.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	19.	  	Create, Maintain & Support interfaces both to and from monitoring applications.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
		  	Examples: SCOM>Orchestrator>Service Now, UNIX>TEC>Service Now	  				  				  				  				  				  			
	20.	  	Implement monitoring application upgrades	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	21.	  	Provide infrastructure for monitoring tools’ upgrades as needed	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	22.	  	Create, Maintain, Tune monitoring thresholds and overrides	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	23.	  	Migrate monitoring agents as necessary to support infrastructure or application server changes.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	24.	  	Execute monitoring snoozes as requested to support planned and unplanned maintenance.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	25.	  	Troubleshoot monitoring snooze errors	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	26.	  	All LS&Co. servers will be monitored proactively using the capabilities of existing infrastructure monitoring tools.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	27.	  	Implement Supplier Fixometic tool set increasing Self Help/Self Heal capabilities for improved operations management and Maintain runbooks of command center activities	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	28.	  	BIR (Business Impact Reporting) notification. Supplier to perform reporting to LS&Co. senior management on business impacting issues	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Batch Monitoring
	  				  				  				  				  				  			
	29.	  	Batch Service Level adherence	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	30.	  	Job holds ( one time change)	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	31.	  	Critical job monitoring	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Incident Management
	  				  				  				  				  				  			
	32.	  	Incident detection & recording	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	33.	  	Monitoring P1/P2 queues to look for high impact incident	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	34.	  	Perform First Level Issue Resolution.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	35.	  	Incident Life Cycle management	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	36.	  	Incident classification – As per LS&Co. policy	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	37.	  	Investigation & Diagnosis- Diagnosis of Incident through appropriate questioning	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	38.	  	Initial Support- Resolution of Standard Problems using SOPs & Knowledge Base	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	39.	  	Escalation- Escalate to Onsite Support or appropriate technology resolver group, Advance Notification of Critical Incidents	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	40.	  	Incident Closure – Follow-up with support groups and close incident and after closure user acceptance	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	41.	  	Serve as Communication Channel for Third Parties, Service Owners & Resolver Groups	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	42.	  	 Provide Trend Analysis- Initiate appropriate Problem/ Change Management process on a periodic basis. Incident analysis (Top 10 list of alerts
by CI & Events.)
 -Reason for failures
 -Caused by
human error
 -Length of downtime
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			

  

			
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	Principal Activity	  	Supplier	 	  	LS&Co.	 
	 	  	 	  	LSA	 	  	LSE	 	  	AMA	 	  	LSA	 	  	LSE	 	  	AMA	 
	43.	  	 Drive global problem management
 -Business
Impact determination
 -Root cause identification

-Implementation of preventative measures
 - Execute Open Risk
Reporting
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	44.	  	Maintain (Create, Modify) run book documentation for all problem & incident management processes	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	45.	  	Execute problem management for all business impacting tickets & repetitive P1 & P2 tickets	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	46.	  	Supplier designated operations manager will decide on the required attendees who need to attend daily operations meeting	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	47.	  	Manage global communications to LS&Co. stakeholders and support providers for P1/P2 outages	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	48.	  	Lead Outage calls with resolver teams to restore service for all outages and business impacting incidents.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	49.	  	Maintain detailed incident analysis logs for all outages and business impacting incidents.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Access Management
	  				  				  				  				  				  			
	50.	  	Providing requisite access / rights	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	51.	  	Approval and tracking of data center access for support personnel and Suppliers.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Continual Service Improvement
	  				  				  				  				  				  			
	52.	  	Service Measurement, Reporting & Improvements	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Service Level Management
	  				  				  				  				  				  			
	53.	  	Service Levels Adherence	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	54.	  	Manage Metrics (Job stats, P1/P2 KPI’s)	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	55.	  	Lead daily OPS meeting	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	56.	  	Lead Incident Outage Reviews	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	57.	  	Provide coordinator to manage the Tech Window calls to include shutdown, startup, and post-validation tasks. Tech Window Calls could be calls where coordination with multiple stake holders (Supplier, LS&CO, 3rd Party Supplier)
would be required. Supplier will support this in an onsite/offshore model. The Coordinator will be taking calls from LS&Co. or Supplier designated office only. This resource must have proficient communication and project management skills.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			

  

	3.	 SERVER MONITORING & MANAGEMENT 

Server support Services includes but is not limited to activities associated with the
day-to-day management of the Server computing environment, both physical and virtual, providing and supporting a stable infrastructure and effectively and efficiently
performing operational and processing procedures so that Services meet or exceed the Performance Standards. In addition, the following table describes Server Support Services that Supplier will perform, as well as the related LS&Co.
Responsibilities. An “X” is placed in the column under the Party that will be responsible for performing the task. Supplier responsibilities are indicated in the column labeled “Supplier.” 

Wintel Support 
 The Wintel support team will be
responsible for administration of VMware, Windows servers, Blade Chassis, Virtual Connect switches, and supporting tools in LS&Co. environment. Supplier has vast experience in supporting: 

 

	 	•	 	 Supporting Virtualization platform VMware 

 

	 	•	 	 Multiple latest and legacy version of Windows including Windows 2000 server, 2003 server, NT, etc.

  

	 	•	 	 Windows version upgrades to N or N-1 versions. 

  

			
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 UNIX & Linux Support 

These teams will be responsible for administration of UNIX-AIX, HP-UX, Linux
and supporting tools servers in LS&Co. environment. Supplier has vast experience in supporting: 
  

	 	•	 	 Multiple latest and legacy version of Linux including SUSE, RHEL 

 

	 	•	 	 Latest and legacy versions of UNIX including IBM-AIX, HP-UX 

  

	 	•	 	 Linux and UNIX version upgrades to N or N-1 versions.

  

	 	•	 	 Support in Re-plat forming of UNIX to x86 platforms

  

																											
	Server Support Services and Related LS&Co. Responsibilities	 	Supplier	 	 	LS&Co.	 
	Server Standards and Architecture	 	LSA	 	 	LSE	 	 	AMA	 	 	LSA	 	 	LSE	 	 	AMA	 
	1.	 	Participate in, and recommend, architecture and standards	 	 	X	 	 	 	X	 	 	 	X	 	 				 				 			
	 Engineering
	 				 				 				 				 				 			
	1.	 	Maintain implementation standards	 				 				 				 	 	X	 	 	 	X	 	 	 	X	 
	2.	 	Document and publish implementation standards	 				 				 				 				 				 			
	3.	 	Ensure implementation standards are consistent with approved technology standards	 	 	X	 	 	 	X	 	 	 	X	 	 				 				 			
	4.	 	Ensure adherence to standards	 	 	X	 	 	 	X	 	 	 	X	 	 				 				 			
	5.	 	Manage exceptions to standards (one-offs)	 	 	X	 	 	 	X	 	 	 	X	 	 				 				 			
	6.	 	Document, publish and maintain operational processes to support services	 	 	X	 	 	 	X	 	 	 	X	 	 				 				 			
	7.	 	Review and approve exceptions to standards	 				 				 				 	 	X	 	 	 	X	 	 	 	X	 
	8.	 	Review and approve operational processes	 				 				 				 	 	X	 	 	 	X	 	 	 	X	 
	 Server Procurement
	 				 				 				 				 				 			
	9.	 	Manage Bid Process	 				 				 				 	 	X	 	 	 	X	 	 	 	X	 
	10.	 	Manage Supplier contracts/relationships	 	 	X	 	 	 	X	 	 	 	X	 	 				 				 			
	11.	 	Maintain POs with Suppliers, place orders, monitor fulfillment	 				 				 				 	 	X	 	 	 	X	 	 	 	X	 
	12.	 	Manage invoice payment	 				 				 				 	 	X	 	 	 	X	 	 	 	X	 
	13.	 	Receive hardware, software and supplies in the data center, check for damage and reconcile to order/inventory	 	 	X	 	 	 	X	 	 	 	X	 	 				 				 			
	 Server Configuration Management
	 				 				 				 				 				 			
	14.	 	Define standard server images to meet LS&Co. various computing environment requirements	 				 				 				 	 	X	 	 	 	X	 	 	 	X	 
	15.	 	Develop guidelines of how to build and configure servers and system images	 	 	X	 	 	 	X	 	 	 	X	 	 	 	X	 	 	 	X	 	 	 	X	 
	16.	 	Publish the content, configuration, and load parameters for each type of device in the LS&Co. IT environment of any LS&Co. master image for a device	 	 	X	 	 	 	X	 	 	 	X	 	 				 				 			
	17.	 	Test, and publish the results of testing, the remote loading (Jump Start Procedure) test of each LS&Co. master image. Include Advanced troubleshoot further before escalating to L3.	 	 	X	 	 	 	X	 	 	 	X	 	 				 				 			
	18.	 	Execute the Jump Start Procedure as requested by LS&Co.	 	 	X	 	 	 	X	 	 	 	X	 	 				 				 			
	19.	 	Maintain the current version of each LS&Co. master image on a network accessible device	 	 	X	 	 	 	X	 	 	 	X	 	 				 				 			
	20.	 	Maintain documentation of servers and system images	 	 	X	 	 	 	X	 	 	 	X	 	 				 				 			
	21.	 	Develop/Define server/system images to meet changes in requirements	 				 				 				 	 	X	 	 	 	X	 	 	 	X	 
	22.	 	Manage/maintain the build process to support the changes to server/system images	 	 	X	 	 	 	X	 	 	 	X	 	 				 				 			
	23.	 	Continually update and maintain the CMDB for additions, changes and redeployments of all hardware and software based on the Supplier’s provided updates.	 				 				 				 	 	X	 	 	 	X	 	 	 	X	 

  

			
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	Server Support Services and Related LS&Co. Responsibilities	  	Supplier	 	  	LS&Co.	 
	Server Standards and Architecture	  	LSA	 	  	LSE	 	  	AMA	 	  	LSA	 	  	LSE	 	  	AMA	 
	24.	  	Monthly metric reporting to include license tracking, virtualization ratio, assets by region, OS, HW make/model, etc. utilizing the existing LS&Co. tools or processes	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	25.	  	Track, identify and remediate differences between implemented server configurations and LS&Co. approved configurations (e.g. version control)	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Server IMAC (Install, Move, Add, Change)
	  				  				  				  				  				  			
	26.	  	Meet with customers (part of Business/application led Project support) to identify requirements, sizing, and costing of new and changes to existing environments.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	27.	  	Remote base server build and configuration - including operating system, utilities, and security per LS&Co. standards .Coordinate with other teams as necessary (changes, tasks, etc.)	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	28.	  	Supplier will perform all the necessary activities to prepare a Server for decommission and disposal and coordinate with LS&Co. Supplier for the asset disposal	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	29.	  	Provide the Supplier for physical asset disposal	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	30.	  	Provide access to application teams to perform install/troubleshooting as requested	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	31.	  	DHCP server set up	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	32.	  	Implementation and migration of system configurations, operating systems, utilities, security and LS&Co. applications	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	33.	  	Participate in weekly CAB to represent changes/tasks being performed by Operations staff	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	34.	  	Ensure systems are configured, tested and certified per agreed upon gate-keeping and QA process	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	35.	  	Coordinate with hardware/software Suppliers as required to complete on-site build process	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	36.	  	Manage delivery of new systems to designated locations and the server build process	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	37.	  	Coordinate delivery of replacement systems to designated locations and the server build process and execute installation in Data Centers and Campus locations	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	38.	  	Plan and execute move/add/change requests within autonomous change windows and freeze periods that will vary by application & business unit.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	39.	  	Coordinate preparation with facilities, site IT or other third parties of physical site prior to installation of hardware - wiring, cabling, physical placement, rack requirements, etc. with escalation support by LS&Co.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	40.	  	Identify and perform all necessary backups for back out and recovery configurations prior to add/move/change request execution	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	41.	  	Communicate any additional requirements to support move/add/change requests	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	42.	  	Coordinate functional testing with responsible LS&Co. staff or other providers after the add/move/change - verifying correctness of the change	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	43.	  	Recertification of hardware after redeployment	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	44.	  	Review server configuration requirements prior to execution of work order	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	45.	  	Ensure servers are fully configured according to LS&Co. architectural design	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			

  

			
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EXECUTION VERSION

 

																											
	Server Support Services and Related LS&Co. Responsibilities	  	Supplier	 	  	LS&Co.	 
	Server Standards and Architecture	  	LSA	 	  	LSE	 	  	AMA	 	  	LSA	 	  	LSE	 	  	AMA	 
	 Hardware Maintenance
	  				  				  				  				  				  			
	46.	  	Coordinate with hardware maintenance service provider to perform server and peripheral hardware maintenance services as needed	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	47.	  	Identify, coordinate and execute break-fix, and reconfiguration	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	48.	  	Notify LS&Co./Facilities provider of planned site visits as needed	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	49.	  	Coordinate warranty maintenance and replacements with third parties when applicable	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	50.	  	Coordinate non-warranty maintenance and replacements with third parties when applicable	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	51.	  	Coordinate in-scope hardware repair	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	52.	  	Review and approve replenishment requests	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	53.	  	Abide by manufacturer warranty guidelines	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Server Monitoring, Administration and Support
	  				  				  				  				  				  			
	54.	  	Populate and maintain LS&Co. owned Knowledge Base	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	55.	  	Create and maintain operational process documentation	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	56.	  	Print server queue management	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	57.	  	Share and access management	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	58.	  	Cluster administration and management (Incident, Problem, Change, and Configuration Management)	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	59.	  	Active Directory administration and management (Incident, Problem, Change, and Configuration Management)	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	60.	  	SCCM administration and management (Incident, Problem, Change, and Configuration Management)	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	61.	  	Define monitoring conditions, event correlation rules, alerting thresholds and notification/escalation procedures	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	62.	  	Provide daily monitoring 7 X 24 X 365 of hardware, OS, critical server processes, and other system software services such as: backup, file transfer, NTP, etc.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	63.	  	Provide daily representation in Operations calls to discuss outages and provide status on RCA	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	64.	  	Monitor VMware host health	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	65.	  	Installation of system monitoring tools agents	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	66.	  	First Level Troubleshooting and Ticket Handling	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	67.	  	Problem Management, Root Cause Analysis etc.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	68.	  	Manage system monitoring tool thresholds	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	69.	  	Implement continuous improvement program to include automated tasks/functions which are being performed manually	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	70.	  	Recommend enhancements to improve the monitoring solution based on day to day observation and problem incidents experienced	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	71.	  	Implement new system monitoring for problem incidents and non-impacting events (i.e. near misses) undetected by the monitoring service	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	72.	  	Submit recommended system configuration improvements based on Incident Root Cause Analysis	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	73.	  	Respond to automatic paging and escalations associated with server monitoring events	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	74.	  	Provide notification of critical system monitoring event	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	75.	  	Provide recovery assistance for applications	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	76.	  	Resolve system problems	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	77.	  	Log File maintenance and archival	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	78.	  	Address audit Findings	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	79.	  	Maintain directories, directory structures and naming conventions	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			

  

			
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EXECUTION VERSION

 

																											
	Server Support Services and Related LS&Co. Responsibilities	  	Supplier	 	  	LS&Co.	 
	Server Standards and Architecture	  	LSA	 	  	LSE	 	  	AMA	 	  	LSA	 	  	LSE	 	  	AMA	 
	80.	  	Administer and manage batch processing activities, including: Administer and manage CRON jobs, Create, enhance and manage shell script	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	81.	  	Prioritize and schedule batch jobs to optimize use of processing windows	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	82.	  	Engage technology Suppliers for problem and incident resolution, including opening tickets with other third party suppliers as required	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	83.	  	Maintain 24x7 on-call schedule and provide 24x7 on-call support for escalation	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	84.	  	Define health maintenance strategy for server environment including but not limited to monthly security patches, performance & maintenance patch bundles, etc.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	85.	  	Execute health maintenance strategy for server environment	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	86.	  	Maintain firmware/driver currency of Servers and Peripheral hardware to LS&Co. defined standards	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	87.	  	Configure monitoring settings or tools as specified in change requests	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	88.	  	Proactively propose and implement monitoring as needed with existing tools	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	89.	  	Evaluate, select and pilot monitoring technologies	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	90.	  	Provide daily, full operational life cycle media management at LS&Co. DC. Include handling tape media onsite, and offsite, in accordance with LS&Co. policies and procedures	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	91.	  	 Perform the daily, weekly and other (as required) system backups and restores
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Performance Tuning
	  				  				  				  				  				  			
	92.	  	Define key Application performance indicators (KPIs)	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	93.	  	Define key System performance indicators that map to application performance indicators	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	94.	  	Establish baselines and repository of historical metrics for performance indicators	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	95.	  	Troubleshoot, analyze and recommend changes based on performance against thresholds	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	96.	  	Deliver optimal system performance	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	97.	  	Identify, recommend & provide support for overall solution improvement and cost savings, e.g., server consolidation, virtualization	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	98.	  	Scheduled and ad-hoc server health checks, server drive performance including remediation	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	99.	  	Provide regular and ad-hoc performance reporting, including historical data reporting and trending, as well as direct access to reporting tools	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	100.	  	Perform comparative analysis of performance data in support of configuration recommendations	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Server Security
	  				  				  				  				  				  			
	101.	  	Attend security SWAT meetings as necessary	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	102.	  	As identified or upon LS&Co. request, perform vulnerability mitigation	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	103.	  	Define security requirements for server builds, including access control, server hardening, IDS/IPS sensors, etc.	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	104.	  	Implement post OS hardening or OS changes to meet defined security requirements	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	105.	  	Annual review of baseline security requirements	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	106.	  	Perform periodic and ad hoc health checks (re-certifications) of server security including remediation	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			

  

			
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EXECUTION VERSION

 

																											
	Server Support Services and Related LS&Co. Responsibilities	  	Supplier	 	  	LS&Co.	 
	Server Standards and Architecture	  	LSA	 	  	LSE	 	  	AMA	 	  	LSA	 	  	LSE	 	  	AMA	 
	107.	  	Conduct Monthly review of security service effectiveness, including status on outstanding alerts, hardening and access control, defects, patch currency, violations, remediation plan updates	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	108.	  	Review the results of quarterly security service audits and approve remediation plans	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	109.	  	Execute and maintain security response plan	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	110.	  	Report server policy compliance using Symantec CCS SM tool	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	111.	  	Review and approve security response plan	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	112.	  	Comply with LS&Co. security standard policies and processes	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Patch Management
	  				  				  				  				  				  			
	113.	  	Attend monthly patch meetings and provide input and recommendations on risk ratings.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	114.	  	Perform Patching, Emergency Patch Management (VMware, HW, Windows, Unix and Linux)	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	115.	  	Monitoring servers post patching to ensure operational integrity	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	116.	  	Security patch preparation ( patch testing, Entering change tickets, Assigning appropriate tasks, Scheduling deployment in SCCM, Interacting with Customers, Tracking down approvals etc.)	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	117.	  	Supplier team will scheduled a patch at a specific time as agreed and approved by LS&Co	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	118.	  	Frequency of patch update will be decided by LS&Co. CAB in consultation with Supplier	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	119.	  	Apply all approved patches in the automated patch management tool	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	120.	  	Scanning servers to ensure deployment is 100% successful	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	121.	  	Reporting on the patch update	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	122.	  	Applying Group policy for updating Windows update key on servers on the Organizational Units wherever it is not present	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	123.	  	Deploying patches manually on cluster servers and all other servers that are not updated automatically / that require manual patching	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	124.	  	Operating system service pack and security patch upgrades (Windows Servers)	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Anti-virus Management for Servers
	  				  				  				  				  				  			
	125.	  	Apply AV software upgrades	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Major Incident Management
	  				  				  				  				  				  			
	126.	  	Assess severity of outages to initiate major incident management process, is appropriate	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	127.	  	Lead the incident management process	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	128.	  	Notify major incident manager	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Operating System Administration
	  				  				  				  				  				  			
	129.	  	Determine/Define initial optimal performance settings for O/S parameters (for new applications)	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	130.	  	Manage and configure optimal performance settings for O/S parameters	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	131.	  	Monitor performance adjustments for impact on the application	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	132.	  	Define and document OS maintenance plan	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	133.	  	Manage O/S kernel parameters	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	134.	  	Troubleshoot O/S problems and work with Supplier to resolve O/S issues	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	135.	  	Perform O/S Upgrades	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	136.	  	Create file systems and/or logical volumes	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	137.	  	Define startup/shutdown procedures for O/S and other non-O/S software	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			

  

			
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EXECUTION VERSION

 

																											
	Server Support Services and Related LS&Co. Responsibilities	  	Supplier	 	  	LS&Co.	 
	Server Standards and Architecture	  	LSA	 	  	LSE	 	  	AMA	 	  	LSA	 	  	LSE	 	  	AMA	 
	138.	  	Review and approve startup/shutdown procedures for O/S and other non-O/S software	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	139.	  	Perform scheduled startup/shutdown of O/S, Hardware, and other non-O/S software	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	140.	  	Perform ad-hoc startup/shutdown	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	141.	  	System Load Test including Execution and Technical Analysis	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	142.	  	Manage and Test of OS, BIOS and Firmware Patch and Updates; with LS&Co. approval on software version	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	143.	  	Restart the Hardware and O/S after Failure	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	144.	  	Manage User Accounts and Groups (AD and local)	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	145.	  	Restart and notification after failure of applications	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	146.	  	Maintain Service Packs, Firmware, and Device Drivers at N-1 levels.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 VMWare Host Management
	  				  				  				  				  				  			
	147.	  	Data store administration and management	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	148.	  	VLAN administration and management	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	149.	  	Maintain Host health	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	150.	  	Perform migrations to/from clusters as necessary to support physical-virtual and virtual-virtual migrations	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	151.	  	Incident, Problem, Change, and Configuration Management	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	152.	  	Deploy new ESX hosts	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	153.	  	Create new VM instances within host	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	154.	  	Resize VM Resources on VM instances [user VMs / user requests, vCops reporting]	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	155.	  	Migrate VMs across servers	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	156.	  	Configure VMs with storage and back-ups	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Failover Testing and Management
	  				  				  				  				  				  			
	157.	  	Develop & Define failover / high availability model for systems	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	158.	  	Support failover / high availability model for systems	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	159.	  	Create schedule for failover testing	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	160.	  	Coordinate and support failover tests	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	161.	  	Report on success or failure of failover testing	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	162.	  	Correct configuration issues for high availability systems	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Infrastructure Tools / Misc.
	  				  				  				  				  				  			
	163.	  	OS and server software package creation, testing, and deployments	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	164.	  	Provide temporary access or oversight to application teams for purposes of SW troubleshooting, problem remediation, and installations	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			

  

	4.	 BATCH JOB SCHEDULING & MANAGEMENT 

Supplier Batch & Production Job Scheduling comprises of all the activities pertaining to running of jobs as per
pre-defined schedules and ensuring that all the scheduled jobs are completed within the defined timelines. Features of these services are as provided below: 

 

	 	•	 	 Monitoring batch job runs 

 

	 	•	 	 Logging of incidents 

  

	 	•	 	 Monitoring Job Failure only for Critical Applications (other job failures are managed by respective application
teams) 

  

	 	•	 	 Performing restart as per Standard operating procedures for job failures related to critical Applications

  

	 	•	 	 Notification and escalation to higher levels of support 

 

	 	•	 	 Knowledge base maintenance and quality assurance initiatives 

  

			
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	 	•	 	 The Batch Job Integrators will liaise with customer application teams to define business requirements for
Enterprise Job scheduling and associated technical requirements for the Schedulers. Once the business requirements have been defined, the Scheduler will schedule the job in the tools i.e. Tivoli Workload Scheduler. 

 

	 	•	 	 Batch job related tickets will be handled based on the assigned priority. 

The following table illustrates some of the indicative tasks and their owners for all job scheduling activities. This table is only a sample and will be
fine-tuned based on the individual customer requirements and delivery model. 
  

																											
	Principal Activity	  	Supplier	 	  	LS&Co.	 
	 	  	LSA	 	  	LSE	 	  	AMA	 	  	LSA	 	  	LSE	 	  	AMA	 
	 Infrastructure and Application Monitoring
	  				  				  				  				  				  			
	1.	  	Monitoring of Batch Jobs on LS&Co. systems	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	2.	  	Running Jobs on Adhoc Basis (Unscheduled)	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	3.	  	Killing / Re-Running of Jobs as per customer request	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	4.	  	Scheduling of New Jobs / Modifying existing Jobs	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	5.	  	Batch Scheduling Tool installation	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	6.	  	Migration from Chronological to Batch Scheduling Tool	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	7.	  	Job Failure Debugging for Infrastructure related jobs	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	8.	  	Scripting / Automation of Minor Tasks	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	9.	  	Installing Batch Scheduling Agent	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	10.	  	Batch Scheduling Tool Configuration	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	11.	  	Performance Management for Batch Scheduling	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	12.	  	Perform software upgrades for scheduling tool (IBM TWS)	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	13.	  	Patching on Batch Scheduling applications	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	14.	  	Scripting / Automation of Major/ Complex Tasks	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	15.	  	Recovery of Batch Scheduling Servers & Schedules from failure	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	16.	  	Integration of Batch monitoring tools for auto ticketing. Support from LS&Co. would be required for any configuration changes to be done in Service Now for this integration	  	 	X	 	  	 	X	 	  	 	X	 	  	 	X	 	  	 	X	 	  	 	X	 
	17.	  	Planning and Implementing Security for Batch Scheduling Tools	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	18.	  	Designing and Architecting Batch Scheduling Solution	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	19.	  	Planning Architectural Changes	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	20.	  	Monitoring of Batch Jobs on LS&Co. systems	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	21.	  	Running Jobs on Adhoc Basis (Unscheduled)	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	22.	  	Killing / Re-Running of Jobs	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	23.	  	Scheduling of New Jobs / Modifying existing Jobs	  				  				  				  				  				  			
	24.	  	Batch Scheduling Tool Installation	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	25.	  	Migration from Chronological to Batch Scheduling Tool	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	26.	  	Job Failure Debugging	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	27.	  	Scripting / Automation of Minor Tasks	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	28.	  	Remove/Delete jobs from the schedule upon request.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	29.	  	Execute special month end/year end processing as per standard process.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	30.	  	Manage scheduling changes to support daylight savings time changes	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	31.	  	Create, maintain security within scheduling systems.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	32.	  	Request accounts as required to execute batch jobs	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	33.	  	 Create, Maintain documentation for scheduling including

- overall landscape
 - scheduling systems

- Job intra-relationships
 - Job definitions

- Job runtime details
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	34.	  	Maintain & Report license inventory for scheduling applications using existing LS&Co. Tool set or process	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			

  

			
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EXECUTION VERSION

 

															
	Principal Activity	  	Supplier	  	LS&Co.
	 	  	LSA	  	LSE	  	AMA	  	LSA	  	LSE	  	AMA
	35.	  	Coordinate with Suppliers on maintenance renewals.	  	X	  	X	  	X	  		  		  	
	36.	  	Design & Implement solutions to minimize licensing requirements.	  	X	  	X	  	X	  		  		  	
	37.	  	Work with LS&Co. leadership prior to implementing new solutions that could impact license counts.	  	X	  	X	  	X	  		  		  	
	38.	  	Maintain monitoring thresholds and overrides	  	X	  	X	  	X	  		  		  	
	39.	  	Migrate scheduling agents as necessary to support infrastructure or application server changes	  	X	  	X	  	X	  		  		  	
	40.	  	Restart batch schedule as required to support unplanned system outages. Must have knowledge of job dependencies and intra-relationships.	  	X	  	X	  	X	  		  		  	
	41.	  	Support TWS job modifications as required supporting planned system maintenance.	  	X	  	X	  	X	  		  		  	
	42.	  	Modify jobs and schedules.	  	X	  	X	  	X	  		  		  	
	43.	  	Manage daylight savings times job schedule changes	  	X	  	X	  	X	  		  		  	

  

	5.	 STORAGE & DATA MANAGEMENT SERVICES 

Storage and data management Services include but are not limited to activities associated with the provisioning and day-to-day management of the Server storage and data environment (e.g., direct access storage devices (DASD), redundant array of independent disks (RAID), storage area network (SAN), Network-attached storage
(NAS), tape and optical), providing a stable supporting infrastructure and effectively and efficiently performing procedures so that the Services meet or exceed the Performance Standards. In addition, the following table describes Storage and Data
Management Services that Provider will perform, as well as the related LS&Co. Responsibilities. 
  

																											
	 Storage and Data Management Services and Related LS&Co.
responsibilities
	  	Supplier	 	  	LS&Co.	 
	 Storage Architecture and Standards
	  	LSA	 	  	LSE	 	  	AMA	 	  	LSA	 	  	LSE	 	  	AMA	 
	1.	  	Storage Area Network (SAN) requirements and design, including topology ([****]*&), Hardware & software selection	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	2.	  	Develop, document, publish and maintain LS&Co. Storage Technology Reference Architectures	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	3.	  	Develop, document, publish and maintain LS&Co. Storage Technology Roadmaps	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	4.	  	Ensure technology standards are consistent with approved LS&Co. enterprise architectures	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	5.	  	Define Storage Area Network (SAN) implementation & configuration guidelines (HW & SW)	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	6.	  	Participate in, and recommend storage architecture and standards	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	7.	  	Review and approve Storage Area Network (SAN) implementation and configuration guidelines (HW & SW)	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	8.	  	Define security hardening and access standards for storage infrastructure	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	9.	  	Maintain documentation and implementation standards	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	10.	  	Review and approve implementation standards	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	11.	  	Ensure implementation standards are consistent with approved technology standards	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	12.	  	Ensure adherence to standards and perform remediation	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	13.	  	Manage exceptions and/or changes to standards	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	14.	  	Review and approve exceptions to technology standards	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 Life Cycle Management
	  				  				  				  				  				  			
	15.	  	Determine asset (hardware and software) replacement cycle	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	16.	  	Develop and review the criteria for determining replacement of assets	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	17.	  	Coordinate, manage, and execute migrations and other associated tasks to support replacement of assets	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	18.	  	Identify recurring equipment problems to enable refresh planning process	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	19.	  	Identify and document migration requirements from old to new equipment	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	20.	  	Recommend asset replacement and disposal process	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	21.	  	Supplier will perform all the necessary activities to prepare Storage devices for decommission and disposal and coordinate with LS&Co. Supplier for the asset disposal	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			

  

			
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	CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY	  	 CONFIDENTIAL

EXECUTION VERSION

 

																											
	 Storage and Data Management Services and Related LS&Co.
responsibilities
	  	Supplier	 	  	LS&Co.	 
	 Storage Architecture and Standards
	  	LSA	 	  	LSE	 	  	AMA	 	  	LSA	 	  	LSE	 	  	AMA	 
	22.	  	Provide the Supplier for physical asset disposal	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	23.	  	Recommend appropriate third party hardware/software maintenance strategy	  	 	X	 	  	 	X	 	  				  				  				  			
	24.	  	Establish/estimate/manage total life cycle cost of device	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	25.	  	Evaluate new products for consolidation into standards	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	26.	  	Advise of service & performance enhancements available through new products or upgrades	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	27.	  	Periodic lifecycle strategy review (aligned with overall strategy), including but not limited to review of currency, minimal acceptable targets, platform direction, etc.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	28.	  	Review and approve the recommendations of the periodic lifecycle strategy reviews	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	29.	  	Conduct quarterly periodic environment health reviews (including but not limited to currency of the assets)	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	30.	  	Maintain SW/code levels at N-1 levels	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Storage Monitoring and Reporting
	  				  				  				  				  				  			
	31.	  	Define storage monitoring conditions, correlation rules, alerting thresholds, and notification/escalations procedures	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	32.	  	Review and approve storage monitoring conditions, correlation rules, alerting thresholds, and notification/escalations procedures	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	33.	  	Provide proactive monitoring and failure detection of storage environment, including hardware, capacity, data availability and performance, basic SAN fabric Monitoring, Performance Monitoring etc.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	34.	  	Respond to automatic paging associated with predetermined events	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	35.	  	Installation, integration and on-going maintenance of storage infrastructure monitoring tools with the LS&Co. Enterprise Monitoring Framework	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	36.	  	Recommend enhancements to improve the monitoring solution based on day to day observation and problem incidents experienced	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	37.	  	Resolve storage environment problems	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	38.	  	Instrument new system monitoring for problem incidents and non-impacting events (i.e. near misses) undetected by the monitoring service	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	39.	  	Recommend changes to storage configurations when determined necessary	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	40.	  	Attend weekly CAB meeting to represent all change/task assignments	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	41.	  	Provide notification of critical system monitoring events	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	42.	  	Provide recovery assistance for applications	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	43.	  	Engage technology Suppliers for problem and incident resolution, including opening tickets as required	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	44.	  	Maintain 24x7 on-call schedule and provide 24x7 on-call support for escalation	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	45.	  	Evaluate and pilot monitoring technologies	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	46.	  	Implement monitoring technologies	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	47.	  	Operate monitoring technologies within the LS&Co. Support processes	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	48.	  	Monitor backups and correct any abends	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	49.	  	Monitor server side data error logs	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	50.	  	Report on storage configuration & usage on a per system, application or per user basis (applies to disk and tape storage)	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Storage Administration
	  				  				  				  				  				  			
	51.	  	Troubleshooting and Ticket Handling	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	52.	  	LUN/RAID management	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	53.	  	Fabric Zone Management	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	54.	  	Snapshot Management (Array, VMware, etc.)	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	55.	  	HBA Configuration and decommissioning	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	56.	  	Management of all storage devices (Data Archive devices, Array, NAS, Switches, etc.)	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	57.	  	Populate and maintain LS&Co. owned Knowledge Base	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	58.	  	Create and maintain operational process documentation	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Performance Tuning
	  				  				  				  				  				  			
	59.	  	Define performance indicators and monitor performance against these indicators	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			

  

			
	LS&Co. – Attachment 2.3.4 – Description of Services – Information Technology Services – Server Operations Center	  	Page 14

			
	CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY	  	 CONFIDENTIAL

EXECUTION VERSION

 

																											
	 Storage and Data Management Services and Related LS&Co.
responsibilities
	  	Supplier	 	  	LS&Co.	 
	 Storage Architecture and Standards
	  	LSA	 	  	LSE	 	  	AMA	 	  	LSA	 	  	LSE	 	  	AMA	 
	60.	  	Establish baselines and repository of historical metrics for performance indicators	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	61.	  	Identify source and/or destination of abnormal I/O or throughput on storage subsystems, notify LS&Co. and resolve the issue through problem management	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	62.	  	Troubleshoot, analyze and recommend changes based on performance against thresholds	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	63.	  	Ensure optimal system performance	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	64.	  	Review traffic volumes and patterns	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	65.	  	Scheduled and ad-hoc storage health checks including remediation	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	66.	  	Advise of required or recommended system configuration changes	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	67.	  	Advise of performance enhancements available through new products or upgrades	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	68.	  	Provide regular ad-hoc performance reporting, including historical data reporting and trending, as well as direct access to reporting tools	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	69.	  	Perform comparative analysis of performance data in support of configuration recommendations	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	70.	  	Install, configure and maintain any required performance management tools	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Storage Optimization
	  				  				  				  				  				  			
	71.	  	Proactively identify opportunities for storage optimization	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	72.	  	Proactively make recommendations on identified opportunities	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	73.	  	Provide monthly metric reports to indicate health and performance. Remediate as necessary.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Storage Adds, Moves, Changes, Redeployments
	  				  				  				  				  				  			
	74.	  	Coordinate move, add, change, redeployment, installation requests, within approved change windows, such as Storage Arrays, switches and capacity upgrades	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	75.	  	Coordinate the preparation of the facility prior to the installation, move or redeployment of an asset	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	76.	  	Coordinate with hardware/software Suppliers as required to complete build process	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	77.	  	Perform necessary backups of data files prior to adds/moves/ changes	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	78.	  	Schedule work activities to minimize impact to business operations	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	79.	  	Communicate any additional requirements to support the move/add/change	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Storage Hardware Maintenance
	  				  				  				  				  				  			
	80.	  	Coordinate onsite / dispatch by Supplier technicians hardware maintenance service provider to perform storage hardware maintenance services as needed	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	81.	  	Notify LS&Co. facilities of planned site visits as needed	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	82.	  	Coordinate warranty maintenance and replacements with third parties when applicable	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	83.	  	Perform manufacturer prescribed preventive maintenance	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	84.	  	Provide sufficient and securable cabinets to store reference material and spare parts used for servicing on LS&Co. premises.	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	85.	  	Coordinate hardware troubleshooting	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	86.	  	Coordinate in-scope hardware repair	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	87.	  	Obtain firmware and software fixes	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	88.	  	Implement firmware and software fixes	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	89.	  	Maintain and coordinate adequate spare parts inventories to perform storage hardware maintenance	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	90.	  	Abide by Original Equipment Manufacturer (OEM) guidelines	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	91.	  	Coordination of planned power maintenance activities	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	92.	  	Backup data and configurations, as required, prior to maintenance services	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	93.	  	Apply software fixes, updates and patches for the storage products and operational tools	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	94.	  	Provide technical product support for storage systems hardware and software	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Configuration Management
	  				  				  				  				  				  			
	95.	  	Document, maintain and execute configuration management processes and ensure they are consistently followed	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	96.	  	Review and approve configuration management processes	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 

  

			
	LS&Co. – Attachment 2.3.4 – Description of Services – Information Technology Services – Server Operations Center	  	Page 15

			
	CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY	  	 CONFIDENTIAL

EXECUTION VERSION

 

																											
	 Storage and Data Management Services and Related LS&Co.
responsibilities
	  	Supplier	 	  	LS&Co.	 
	 Storage Architecture and Standards
	  	LSA	 	  	LSE	 	  	AMA	 	  	LSA	 	  	LSE	 	  	AMA	 
	97.	  	Maintain storage system configurations documentation	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	98.	  	Configure Virtual SANs, Zones and LUNs	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	99.	  	Define configuration items to be captured in Documentation/CMDB	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	100.	  	Continually update and maintain the Documentation/CMDB for all storage-related hardware and software	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	101.	  	Provide an integrated change and configuration management plan/process—interface control for change, release and configuration management	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	102.	  	Review and approve change and configuration management plan/process	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	103.	  	Provide adequate configuration control in all areas	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	104.	  	Support a configuration/asset management database (tools, technology and processes)	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Failover Testing and Management
	  				  				  				  				  				  			
	105.	  	Design failover/high availability architecture	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	106.	  	Implement failover / high availability model for systems	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	107.	  	Create schedule for failover testing and execute failover testing working with other service lines as needed	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	108.	  	Support failover tests	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	109.	  	Report on success or failure of failover testing	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	110.	  	Correct configuration issues for high availability systems	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	111.	  	Define and develop storage replication models	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	112.	  	Review and approve storage replication models	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	113.	  	Implement storage replication models	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	114.	  	Monitor storage replication processes	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	115.	  	Correct storage replication issues	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			

  

	6.	 DISASTER RECOVERY SERVICES 

 

															
	Disaster Recovery Services	  	Supplier	  	LS&Co.
	 	  	 	  	LSA	  	LSE	  	AMA	  	LSA	  	LSE	  	AMA
	1.	  	Maintain field site recovery bins at Data centers & Campus Locations with necessary utilities to be able to recover systems. Recovery bins typically include the following (OS media, password recovery media) Also Supplier
will create a DR bins and send it to locations where LS&Co. admin/staff can help in storing/maintaining it	  	X	  	X	  	X	  		  		  	
	2.	  	Develop DR strategy	  		  		  		  	X	  	X	  	X
	3.	  	Develop and maintain comprehensive DR plan as it relates to all disciplines in this SOW	  	X	  	X	  	X	  		  		  	
	4.	  	Review and approve DR plan	  		  		  		  	X	  	X	  	X
	5.	  	Maintain DR environment	  	X	  	X	  	X	  		  		  	
	6.	  	Coordinate DR testing	  	X	  	X	  	X	  		  		  	
	7.	  	Perform DR testing	  	X	  	X	  	X	  		  		  	
	8.	  	Execute DR Procedures	  	X	  	X	  	X	  		  		  	
	9.	  	Provide backup, business continuity and disaster recovery procedures	  	X	  	X	  	X	  		  		  	
	10.	  	Execute back-up, business continuity and disaster recovery procedures	  	X	  	X	  	X	  		  		  	
	11.	  	Provide proactive reporting, analysis and solutions	  	X	  	X	  	X	  		  		  	
	12.	  	Build out DR environment.	  	X	  	X	  	X	  		  		  	
	13.	  	Develop & Maintain DR test procedures	  	X	  	X	  	X	  		  		  	

  

	7.	 BACKUP, RECOVERY, RETENTION & ARCHIVAL MANAGEMENT 

Backup, Recovery, Retention & Archival Services include but are not limited to activities associated with the day-to-day management of the backup and archival environment (e.g., Backup Infrastructure (Tape drives, Disk, De-dup appliance, archival appliance, SAN infrastructure),
providing a stable supporting infrastructure and effectively and efficiently performing procedures so that the Services meet or exceed the Performance Standards. In addition, the following table describes backup, recovery, retention &
archival management Services that Provider will perform, as well as the related LS&Co. Responsibilities. 

  

			
	LS&Co. – Attachment 2.3.4 – Description of Services – Information Technology Services – Server Operations Center	  	Page 16

			
	CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY	  	 CONFIDENTIAL

EXECUTION VERSION

 

																					
	 Principal Activity
	  	Supplier	 	  	 LS&Co.

	 	  	 	  	LSA	 	  	LSE	 	  	AMA	 	  	 LSA
	  	 LSE
	  	 AMA

	 Backup & Restore
	  				  				  				  		  		  	
	1.	  	Manage and respond to litigation / e-discovery requests	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	2.	  	Monitoring of Backup and Restores	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	3.	  	Monitoring of Drives / Robots	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	4.	  	Performing Adhoc Backups	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	5.	  	Inserting/ Ejecting Media	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	6.	  	Planning and maintaining appropriate levels of Scratch Media	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	7.	  	Assist in developing, revising, documenting and implementing Magnetic tape library procedures	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	8.	  	Scheduling of New Backups/ Modifying existing Jobs	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	9.	  	Performing Restores	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	10.	  	Backup agents Installation	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	11.	  	Debugging Backup Failures	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	12.	  	Scripting / Automation of Minor Tasks	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	13.	  	Identify tape-related production problems, fix them	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	14.	  	Installing Agents, to include upgrades/repair	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	15.	  	Planning Backup Policies and Storage Units, Pools	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	16.	  	Tape Library Configuration and Administration	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	17.	  	Online Backups for Databases, Mail Servers etc.	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	18.	  	Backup Tool Configurations	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	19.	  	Performance Management for Backup/Restore	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	20.	  	Maintain backup schedule configuration items in the Configuration Management Database.	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	21.	  	Optimizing Media Consumption	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	22.	  	Upgrading Versions	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	23.	  	Patching on Backup/Restore Tool	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	24.	  	Scripting / Automation of Major/ Complex Tasks	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	25.	  	Recovery of Backup/Restore Servers from failure	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	26.	  	Restore from Legacy archive tape media using EMC Legato	  				  				  	 	X	 	  		  		  	
	27.	  	Integrating with other tools: Enterprise Management Systems	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	28.	  	Planning and Implementing Security for Backup & Restore Tools	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	29.	  	Monitoring of Backup and Restores	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	30.	  	Monitoring and managing data replication	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	31.	  	Monitoring and managing data archive to include software and hardware	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	32.	  	Monitoring of Drives / Robots	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	 Backup Management
	  				  				  				  		  		  	
	33.	  	Manual Triggering of backups which are not triggered automatically	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	34.	  	Trouble Shooting for the failure jobs	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	35.	  	Resubmitting the jobs depending upon error	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	36.	  	Ensuring the Jobs Completion	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	37.	  	Scheduling Backup jobs	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	 Restoration Management
	  				  				  				  		  		  	
	38.	  	Performing Restorations from backups	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	39.	  	Performing Disaster recovery process	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	 Media Management
	  				  				  				  		  		  	
	40.	  	Tape Capacity Monitoring	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	41.	  	Replacing bad and damaged tapes in the tape library	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	42.	  	Performing Tape inventory before any backup	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	43.	  	Loading and unloading tapes in the tape library	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	

  

			
	LS&Co. – Attachment 2.3.4 – Description of Services – Information Technology Services – Server Operations Center	  	Page 17

			
	CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY	  	 CONFIDENTIAL

EXECUTION VERSION

 

																					
	 Principal Activity
	  	Supplier	 	  	 LS&Co.

	 	  	 	  	LSA	 	  	LSE	 	  	AMA	 	  	 LSA
	  	 LSE
	  	 AMA

	44.	  	Relocating the tapes to offsite location	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	45.	  	Prepare tapes for daily offsite transport	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	46.	  	Supplier will coordinate with existing LS&Co. Tape vaulting Suppliers for tape movement to vaulting locations.	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	47.	  	Availability of tape vaulting Suppliers at locations where tape vaulting is required and contracting signing with 3rd party Suppliers lies with LS&Co.	  				  				  				  	X	  	X	  	X
	48.	  	Maintaining tape and library inventory	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	 Tape Device Management
	  				  				  				  		  		  	
	49.	  	Checking connectivity between server, client, Storage etc.	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	50.	  	Installing new Tape Library	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	51.	  	Coordinate with Supplier for H/W replacements	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	52.	  	Coordinate with Supplier for the Firmware up gradation	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	53.	  	Reconfiguration of Tape library	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	 Backup Server Management
	  				  				  				  		  		  	
	54.	  	Installing new Backup Servers	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	55.	  	Installing new Backup HW appliances	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	56.	  	Reconfiguration of Backup server and/or backup appliance	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	57.	  	Backup Integration & Implementation	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	 Backup Monitoring
	  				  				  				  		  		  	
	58.	  	Monitoring the Jobs	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	59.	  	Creating daily, weekly, monthly and yearly backup report	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	60.	  	Monitoring duplication process and catalog backup	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	61.	  	Metrics reporting (consecutive failure report, Top 10 list, success rates, dedupe rate, job counts, tape consumption, tape inventory etc.)	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	62.	  	Populate and maintain LS&Co. owned Knowledge Base	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	
	63.	  	Create and maintain operational process documentation	  	 	X	 	  	 	X	 	  	 	X	 	  		  		  	

  

	8.	 DATABASE MONITORING & MANAGEMENT 

Database management Services includes activities associated with the management of LS&Co. Database instances providing a stable supporting infrastructure
and effectively and efficiently performing procedures so that the Services meet or exceed the Performance Standards. In addition, the following table describes Database Management Services that Supplier will perform, as well as the related
LS&Co. Responsibilities. 
  

															
	 Database Management Services and Related
LS&Co. Responsibilities
	  	Supplier	  	LS&Co.
	 	  	 	  	LSA	  	LSE	  	AMA	  	LSA	  	LSE	  	AMA
	1.	  	Define database standards and architecture	  		  		  		  	X	  	X	  	X
	2.	  	Recommend database standards and architecture	  	X	  	X	  	X	  		  		  	
	3.	  	Maintain database standards and architecture	  	X	  	X	  	X	  		  		  	
	4.	  	Participate in database design and review	  	X	  	X	  	X	  		  		  	
	5.	  	Define requirements for physical database consolidation	  		  		  		  	X	  	X	  	X
	6.	  	Execute physical database consolidation per LS&Co. requirements	  	X	  	X	  	X	  		  		  	
	7.	  	Participate in, and recommend, backup and recovery procedures (rows 7 to 12)	  	X	  	X	  	X	  		  		  	
	8.	  	Define and implement LS&Co. requirements for database backup and recovery	  	X	  	X	  	X	  		  		  	
	9.	  	Implement LS&Co. requirements for application database disaster recovery	  		  		  		  	X	  	X	  	X
	10.	  	Define requirements for specialized backup services such as backup to disk, virtual tape backups	  	X	  	X	  	X	  		  		  	
	11.	  	Define & Implement database backup data requiring long term retention and for data requiring archiving	  	X	  	X	  	X	  	X	  	X	  	X
	12.	  	Define requirements for specialized storage services related to databases	  		  		  		  	X	  	X	  	X

  

			
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	 Database Management Services and Related
LS&Co. Responsibilities
	  	Supplier	 	  	LS&Co.	 
	 	  	 	  	LSA	 	  	LSE	 	  	AMA	 	  	LSA	 	  	LSE	 	  	AMA	 
	13.	  	Define requirements for different storage tiers for new or additional database requests	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	14.	  	Define initial network (LAN and/or WAN) bandwidth requirements for database	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	15.	  	Review and approve requirements documents for item nos. 2, 5-12	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	16.	  	Define performance requirements for different databases	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	17.	  	Ensure technology standards are consistent with LS&Co. approved architectures	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	18.	  	Participate in developing and maintaining implementation standards	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	19.	  	Review and approve implementation standards	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	20.	  	Document and publish implementation standards	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	21.	  	Ensure implementation standards are consistent with approved technology standards	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	22.	  	Ensure adherence to standards	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	23.	  	Manage exceptions and/or changes to standards	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	24.	  	Review and approve exceptions	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	25.	  	Document, publish and maintain operational processes to support services	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	26.	  	Provide support for advanced database features such as database mirroring, log shipping, Always On, etc.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	27.	  	Install and configure database client tools to support application requirements	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Capacity Planning
	  				  				  				  				  				  			
	28.	  	Participate in, and recommend, capacity planning	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	29.	  	Define key business metrics or indicators that drive database utilization	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	30.	  	Identify key system metrics or indicators that drive capacity planning process	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	31.	  	Collect capacity and performance data	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	32.	  	Regular proactive analysis of capacity and utilization data	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	33.	  	Provide exception notification and reporting on an on-going basis	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	34.	  	Review and approve exceptions	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	35.	  	Prepare and Lead quarterly capacity reviews, covering but not limited to: current period growth, trends, next period forecast, concerns and replenishment recommendations	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	36.	  	Define rapid or on-demand capacity provisioning strategy, including methodology for maintaining surplus capacity	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	37.	  	Review and approve provisioning strategy	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	38.	  	Provide capacity replenishment recommendations in line with quarterly capacity reviews and on-demand provisioning strategy	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	39.	  	Provide access to real-time capacity metrics and ad-hoc capacity planning reports	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	40.	  	Capacity planning tool selection	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	41.	  	Review and approve capacity planning tool selection	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	42.	  	Define process for adding additional capacity	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	43.	  	Review and approve process for adding capacity	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	44.	  	Maintain custom scripts for database maintenance and reporting	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Operations Management
	  				  				  				  				  				  			
	45.	  	Install, configure, patch and perform minor /major upgrades to databases	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	46.	  	Provide Assistance in Load Test	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	47.	  	Create tables and indexes per application requirements	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	48.	  	Plan, schedule and coordinate with all LS&Co. stakeholders around database patching activities	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	49.	  	Monitor, diagnose and resolve database issues related to but not limited to installation, configuration and performance	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	50.	  	Suggest implementation of appropriate database management tools across all database instances.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			

  

			
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	 Database Management Services and Related
LS&Co. Responsibilities
	  	Supplier	  	LS&Co.
	 	  	 	  	LSA	  	LSE	  	AMA	  	LSA	  	LSE	  	AMA
	51.	  	Support and execute data export and import requirements	  	X	  	X	  	X	  		  		  	
	52.	  	Create copies of data/ databases as requested	  	X	  	X	  	X	  		  		  	
	53.	  	Perform database refresh	  	X	  	X	  	X	  		  		  	
	54.	  	Create and maintain database links	  	X	  	X	  	X	  		  		  	
	55.	  	Plan table space reorganization	  	X	  	X	  	X	  		  		  	
	56.	  	Execute table space reorganization	  	X	  	X	  	X	  		  		  	
	57.	  	Monitor and manage database space	  	X	  	X	  	X	  		  		  	
	58.	  	Maintain database inventory and license utilization	  	X	  	X	  	X	  		  		  	
	59.	  	Create and maintain indexes per LS&Co. requirements	  	X	  	X	  	X	  		  		  	
	60.	  	Support database hot backups	  	X	  	X	  	X	  		  		  	
	61.	  	Create and manage database security and user permissions	  	X	  	X	  	X	  		  		  	
	62.	  	Review and approve database security configurations/changes	  		  		  		  	X	  	X	  	X
	63.	  	Create and manage database user ids	  	X	  	X	  	X	  		  		  	
	64.	  	Configure and manage database audit profiles	  	X	  	X	  	X	  		  		  	
	65.	  	Perform database recovery as needed	  	X	  	X	  	X	  		  		  	
	66.	  	Perform database tuning on an ongoing basis	  	X	  	X	  	X	  		  		  	
	67.	  	Perform database maintenance per LS&Co. requirements and schedule	  	X	  	X	  	X	  		  		  	
	68.	  	Assist application debugging utilizing database logs and traces	  	X	  	X	  	X	  		  		  	
	69.	  	Recommend database performance improvement measures on an ongoing basis	  	X	  	X	  	X	  		  		  	
	 Database Configuration Management

	70.	  	Define standard database configurations to meet LS&Co. various computing environment requirements	  		  		  		  	X	  	X	  	X
	71.	  	Reviews and approve database configuration standards	  		  		  		  	X	  	X	  	X
	72.	  	Maintain documentation of servers and database configurations	  	X	  	X	  	X	  		  		  	
	73.	  	Continually update and maintain the documentation/CMDB for additions, changes and redeployments of database hardware and software	  	X	  	X	  	X	  		  		  	
	74.	  	Track and identify differences between implemented server configurations and LS&Co. approved configurations (e.g. version control)	  	X	  	X	  	X	  		  		  	
	75.	  	Maintain previous working state for database configurations for potential restoration	  	X	  	X	  	X	  		  		  	
	76.	  	Configure the database so that applications software is able to perform per service levels	  	X	  	X	  	X	  		  		  	
	77.	  	Ensure standards are consistent with approved architectures	  	X	  	X	  	X	  		  		  	
	78.	  	Maintain exceptions to standards	  	X	  	X	  	X	  		  		  	
	79.	  	Review and approve exceptions to standards	  		  		  		  	X	  	X	  	X
	80.	  	Evaluate any required non-standard products per business requirements	  	X	  	X	  	X	  		  		  	
	81.	  	Reviews and approve any non-standards products	  		  		  		  	X	  	X	  	X
	82.	  	Perform database shutdowns and restarts and other maintenance activities as required.	  	X	  	X	  	X	  		  		  	
	83.	  	Support data loading in Pre-Prod environments	  	X	  	X	  	X	  		  		  	
	84.	  	Populate and maintain LS&Co. owned Knowledge Base	  	X	  	X	  	X	  		  		  	
	85.	  	Create and maintain operational process documentation	  	X	  	X	  	X	  		  		  	

  

	9.	 MIDDLEWARE (WEB) MANAGEMENT & SUPPORT 

Web management Services includes activities associated with the management of LS&Co.’s Web server environments providing a stable supporting
infrastructure and effectively and efficiently performing procedures so that the Services meet or exceed the Performance/Availability Standards. 
  

	 	•	 	 Must have in depth knowledge of the following technologies 

 

	 	•	 	 Server Operating Systems (Windows and LINUX) 

  

			
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	 	•	 	 HTTP Server (IIS, Apache and IBM HTTP server) 

 

	 	•	 	 Application Server (.NET, Web logic, WebSphere, Tomcat, Jboss) 

 

	 	•	 	 Amazon (EC2, S3 Storage, Elastic LB, RDS) 

 

	 	•	 	 Akamai Content Delivery Network (DSA, Net storage, EDNS, Content Targeting, Advanced Cache Optimization)

  

	 	•	 	 F5 Big IP Local Traffic Manager 

 

															
	 Middleware (Web) Management &
Support
	  	Supplier	  	LS&Co.
	 	  	LSA	  	LSE	  	AMA	  	LSA	  	LSE	  	AMA
	 Monitoring

	1.	  	Web/App Server Monitoring using enterprise tools	  	X	  	X	  	X	  		  		  	
	2.	  	Web/App Server Monitoring using existing scripts	  	X	  	X	  	X	  		  		  	
	3.	  	Monitoring Connection Pools	  	X	  	X	  	X	  		  		  	
	4.	  	Monitoring JMS Queues	  	X	  	X	  	X	  		  		  	
	5.	  	Monitoring CPU utilization	  	X	  	X	  	X	  		  		  	
	6.	  	Monitoring File Systems used by web/App servers	  	X	  	X	  	X	  		  		  	
	7.	  	Monitoring various Web/App server Processes	  	X	  	X	  	X	  		  		  	
	8.	  	Monitoring Log files (Access Logs, Error Logs, system Logs) Errors	  	X	  	X	  	X	  		  		  	
	9.	  	Event Monitoring	  	X	  	X	  	X	  		  		  	
	10.	  	Documented activates (SOP)	  	X	  	X	  	X	  		  		  	
	 Administration/Troubleshooting

	11.	  	Java/Admin Console Administration	  	X	  	X	  	X	  		  		  	
	12.	  	Patch Administration	  	X	  	X	  	X	  		  		  	
	13.	  	Log file administration	  	X	  	X	  	X	  		  		  	
	14.	  	Web/App server Domain/Instance creation	  	X	  	X	  	X	  		  		  	
	15.	  	Web/App server Performance Monitoring	  	X	  	X	  	X	  		  		  	
	16.	  	Web/App server Performance Tuning	  	X	  	X	  	X	  		  		  	
	17.	  	Deploying Applications	  	X	  	X	  	X	  		  		  	
	18.	  	App Server Crash Dump Analysis	  	X	  	X	  	X	  		  		  	
	19.	  	DNS management internal/external	  	X	  	X	  	X	  		  		  	

  

	10.	 PROJECT SUPPORT 

Any Infrastructure led Activity in the above roles & responsibility matrix stated in this Statement of work such as Major upgrades,
gathering of new business requirements, migrations, Hardware refresh’s, Evaluation of new tools & technologies would be considered as part of project support. All project work related to business or application demand shall be excluded
from this section. 
 Example of future projects identified by LS&Co. 

 

	 	1.	 LS&Co. engineering is working on a strategy to simplify our branch office strategies. Under this new model
all data would be centralized at regional datacenter locations by implementing VMware and WAN Accelerators to cache data locally in the field sites. Supplier will be expected to lead the implementation and data migrations 

 

	 	2.	 Meet with customers to identify requirements, sizing, and costing of new and changes to existing environments
(example of a business/application led project) 

  

	 	3.	 Implementation of SAP HANA and Sybase IQ 

Projects performed by Supplier will fall into one of the following categories: 
  

	 	•	 	 Steady State Projects 

  

	 	•	 	 Project Pool Hour Projects 

  

			
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	 	•	 	 Major Projects 

  

	1.	 STEADY STATE PROJECTS 

Steady State Projects are Projects of less than or equal to 40 hours that: 
  

	 	•	 	 Are capable of being performed by the Steady State Staff (i.e., the Steady State Staff possess the appropriate
skillsets to perform the Project); and 

  

	 	•	 	 Will not impact Supplier’s ability to meet applicable Service Level Agreements, as mutually agreed by the
Parties’ respective Service Tower leads, taking into account the current and planned workload capacity of the applicable Steady State Staff resources). 

  

	 	•	 	 The total hours allocated to Steady State Projects in any given month cannot exceed 5% of the then current total
monthly Steady State Staff FTE hours allocated for each Service Tower 

 Examples of work performed as Steady State Projects are system
upgrades, hardware and software refreshes, and equipment installations and modifications across Service Towers. The total hours allocated to Steady State Projects in any given month cannot exceed 5% of the then current total monthly Steady State
Staff FTE hours allocated for each Service Tower (the “Steady State Cap”). For example, if there are 20 FTEs comprising the Steady State Staff for SOC Services, the Steady State Cap for the SOC Service Tower for the month would equal 3,200
hours x 5% = 160 (assuming a 4 week month at 40 hours/week). LS&Co. will not receive an invoice credit if the hours used for Steady State Projects for a given month are less than the Steady State Cap. 

Steady State Projects are included in the Base Fees and will not incur additional charges. LS&Co. may, in its discretion, allocate Project Pool Hours for
the completion of any Steady State Project in excess of the Steady State Cap. LS&Co. may not split a longer duration Project (i.e., a Project in excess of 40 hours) into multiple smaller Projects in order to use up any unused hours for the
month. 
 The prioritization of Steady State Projects will be handled by the Operating Committee as part of the Services Governance between LS&Co. and
Supplier If LS&Co. determines that a Steady State Project will take priority over achievement of a Service Level Agreement for a given month, LS&Co. will issue a written Service Level exception to the Service Provider. 

The total projects hours available from the steady state resource pool is 1500 hrs./year spread evenly across each month 

 

	2.	 PROJECT POOL HOURS PROJECTS 

Project Pool Hours Projects are Projects greater than 40 hours in duration that are performed by the Project Pool Staff. Project Pool Hours Projects may also
include Projects of equal to or less than 40 hours in duration that exceed the Steady State Cap. 
 These will be further
sub-divided into 
  

	 	a)	 Infrastructure led projects 

Supplier will provide the infrastructure Project Pool hours to LS&Co. each year for a 5 year period, based on the Project forecasts provided by LS&Co.
Currently this pool constitutes of 12,000 for server/storage, and 4,000 Hours for database projects i.e., a total of 16000 project hour/year that can be leveraged for infrastructure-led projects This Project
Pool will be available based on priorities established by LS&Co. and communicated to Service Provider on a weekly basis. Service Provider will provide an estimate of the Project Pool hours required for each Project Pool 

Hours Project by Skillset Category for review and approval by LS&Co. LS&Co. will draw down these hours over time, and such use will be reported by
Service Provider on a monthly basis. 

  

			
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 Service Provider will initially allocate resources to the Project Pool Staff in accordance with the hours per
Skillset Category as agreed below. Any skillset required outside of the Skillset Categories will be made available to LS&Co. outside of the Project Pool, in accordance with the rate card submitted. 

Currently the pool is planned to have following resources 
  

	 	•	 	 Westlake - Infrastructure Architect – 2 

 

	 	•	 	 1 FTE – Windows skill set 

 

	 	•	 	 1 FTE – Linux / Unix skill set 

 

	 	•	 	 India – Project Resource – 5.5 

 

	 	•	 	 Windows and VM Ware – 1.5 

 

	 	•	 	 Linux – 1 

  

	 	•	 	 Storage – 1 

  

	 	•	 	 Oracle and SQL – 2 

 

	 	•	 	 Apart from the above 14,560 hrs. annually. As dedicated for only projects, there is an additional 1,500 hrs.
annually for projects under SOC support which can be utilized within the steady state resource pool 

  

	 	b)	 Business/Application-led projects 

This pool is to meet with customers/application teams to identify requirements, sizing, and costing of new and changes to existing environments. Any application-led projects which can be covered within the 16,000 hours/ year mentioned under infrastructure-led projects will not lead to additional cost. However if the demand
from the application-led project exceeds the 16,000/year project hours, the same will be performed as a separate project under time and material using the project rate card 

 

	3.	 MAJOR PROJECTS 

Major Projects are Projects that do not meet the conditions for the Steady State Projects or the Project Pool Hours Projects. Major Projects are not included
in the Base Charges. For each Major Project requested by LS&Co, Supplier will prepare a proposal based on the requirements and scope of work defined by LS&Co. and will include an estimate of the charges for such Major Project. The Parties
will enter into a separate Work Order with respect to any Major Project approved by LS&Co. 
 11. CONTINUOUS IMPROVEMENT 

 

	 	•	 	 Supplier will leverage automation to implement self-healing as part of service delivery improvement and will
identify and automate 5 items per year to address incidents. LS&Co. engineering will be expanding environment to increase virtualization ratio by 10% year over year. Supplier will be expected to lead the migrations from physical systems in order
to meet this goal. We expect to hit 90% by end of 2015, and 100% by end of 2016. 

  

	 	•	 	 Supplier will develop a comprehensive on-boarding process to bring new
resources up to speed quickly without disruption to LS&Co.’s operations or internal resources. 

  

	 	•	 	 Supplier will provide Supplier training to keep skills current. As new/upgrade technologies are implemented
Supplier will ensure staff is trained to support 

  

	 	•	 	 Assist in developing and updating the long-range, comprehensive plan for LS&Co. Systems, processes, technical
architecture and standards. While LS&Co. will be primarily responsible for this plan, the Supplier will serve as a key collaborator. 

  

			
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	 	•	 	 Assist in projecting future volume, technology, and geographic changes that could impact LS&Co. Systems and
technical architecture, including any outputs from the Capacity Management, Availability Management and Demand Management Processes. 

  

	 	•	 	 Identify & Implement candidates and requirements for the deployment of new technology or the automation
of tasks associated with the Services and/or LS&Co. Business processes and Business Services. 

  

	 	•	 	 Proactively submit proposals regarding new technology and automation to LS&Co. for its review and approval.

  

	 	•	 	 Proactively seek to automate manual tasks associated with the Services and advise LS&Co. of such
opportunities. 

  

	 	•	 	 Support LS&Co. in the discussion and presentation of potential new technology product and service offerings
to Authorized Users. 

  

	 	•	 	 Facilitate and encourage active cross-functional, cross-group, and cross-location coordination and communication
related to new technology and automation. 

  

	 	•	 	 Proactively identify strategies and approaches for future IT service delivery that the Supplier believes will
provide LS&Co. with competitive advantages and that may result in increased efficiency, effectiveness, performance, or cost savings. 

  

	 	•	 	 Help to specify the Equipment and Software architecture and standards, and participate in continuously keeping
LS&Co. technical architecture current. 

  

	 	•	 	 Identify industry and technological trends that may impact LS&Co. plan. 

 

	 	•	 	 Identify and track regulatory issues/changes that may impact LS&Co. plan. 

 

	 	•	 	 Gather and incorporate the data and lessons learned from the operating Environment that may impact LS&Co.
plan. 

  

	 	•	 	 Perform trend analysis from the resource consumption data to project future demand that may impact LS&Co.
plan. 

  

	 	•	 	 Cooperate with LS&Co. in researching and implementing automated tools to improve Service Levels and/or
performance of the distributed computing environment (including end-to-end performance associated with the server, networks, and
End-User Computing (EUC) environments). Tool selection will be in accordance with LS&Co. standards and technical architecture. 

 

	 	•	 	 Annual incident ticket volume per discipline should incur 5% reduction per calendar year. 

  

			
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 MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 2 

DESCRIPTION OF SERVICES 

ATTACHMENT 2.3.5 

DESCRIPTION OF SERVICES – INFORMATION TECHNOLOGY
SERVICES 
 SERVICE DESK 

  

			
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	1.	 Introduction 

Purpose: This Exhibit describes the Services to be performed for LS&Co. by Supplier pursuant to the Agreement. 

References: References to an Attachment, Appendix, Section or Article shall be to such Attachment or Appendix to, or Section or Article of,
this Exhibit unless otherwise provided. A reference to Exhibit includes a reference to the Attachments and Appendices attached hereto. 

Definitions: As used in this Exhibit, capitalized terms shall have the meanings set forth in Exhibit 1. Other terms used in this Exhibit
are defined where they are used and have the meanings there indicated. 
 Without limiting Section 3.1 of the
Agreement, the Services include (a) the services, functions and responsibilities described in this Attachment; and (b) the services, functions and responsibilities identified in the roles and responsibilities matrices contained within this
Attachment for which Supplier is responsible (i.e., those Services which have an “X” in the column labeled Supplier). 
  

	2.	 Service Desk Description  

Supplier as a Service Provider to LS&Co. will provide Global Tier 1 IT Service Desk Services to LS&Co. identified Corporate and Retail
IT Users. 
 The following items outline the primary goals for the Global IT Service desk: 

 

	1)	 Listen to the customer’s incident / request. Communicate with them in a manner that the incident / request
are understood and will make an attempt to resolve the reported incident / request. 

  

	2)	 Document the incident/request in the LS&Co. Service Management system, while collecting/validating their
data. 

  

	3)	 For Incidents, refer to the established knowledge base to review solutions for the problem. Check to
determine if there’s a known outage / service impact that the customer may be reporting. Work with the customer on the phone to execute the solution. This may include remotely administering their computer, with the customer’s permission.
Check with the customer to validate the solution has taken place and that they are satisfied with the solution. 

  

	4)	 For requests, refer to the established knowledge base to review solutions to satisfy the request. Check
with the customer to validate the solution has taken place and that they are satisfied with the solution. 

  

	5)	 If the customer incident/ request comes in via other methods (i.e. Instant Message, Email, etc.), use Step 3
and execute the same, calling the customer to complete their request or fix their incident. If there’s enough information via the other communication, the solution may be executed before a call is made. 

 

	6)	 The expectation is that incidents are resolved on first contact, meaning the customer remains on the
phone with the technician while the incident is resolved. Escalations to higher levels must take place within 30 minutes of customer contact. 

  

	7)	 The expectation is that requests are resolved on first contact, meaning the customer remains on the
phone with the technician while the request is fulfilled. Escalations to higher levels must take place within 30 minutes of customer contact. 

  

	2.1	 HOURS OF COVERAGE 

Service Desk hours of coverage are 24 x 7, 365 days (English) 

  

			
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	3.	 Scope of Services  

 

	3.1	 General Services 

 

							
	 	  	 Account Management
	  	Supplier	  	LS&Co.
	1	  	Provide single point of contact and coordination for LS&Co. IT Incidents, Inquiries and Requests for Service.	  	X	  	
	2	  	Manage the day-to-day performance of the Service Desk team members.	  	X	  	
	3	  	Responsible for fulfilling Service Level Agreements and overall Service Desk performance.	  	X	  	
	4	  	Establish and execute a clear escalation process.	  	X	  	
	5	  	Provide recommendations on process improvements. Part of overall continuous improvement program.	  	X	  	
	6	  	Proactively review knowledge to ensure accuracy. Validate knowledge accuracy with Service Owners.	  	X	  	
	7	  	Manage end-to-end monitoring to ensure incidents are being handled in a timely manner, and fulfillment of requests are handled in a timely manner.
Includes ensuring the same for those incidents or requests assigned outside of Level 1.	  	X	  	
	8	  	Provide single point of contact and coordination for LS&Co. IT Incidents, Inquiries and Requests for Service.	  	X	  	
	9	  	Manage the day-to-day performance of the Service Desk team members.	  	X	  	
	 10
	  	 Responsible for fulfilling Service Level Agreements and overall performance.
	  	X	  	
				
	 	  	 Communication
	  	Supplier	  	LS&Co.
	11	  	Single contact point through multiple channels; toll-free number, Web Portal, Chat, Email	  	X	  	
	12	  	Provide the infrastructure for the call recording, call monitoring and ACD	  	X	  	
	13	  	Design & Manage an IVR/ACD process such that LS&Co. defined touch, or voice prompts are implemented, managed and changed as approved by LS&Co.	  	X	  	
	14	  	Approve IVR/ACD call prompts and standard messages	  		  	X
	15	  	Provide telecommunications infrastructure to support voice and data communications between Service Desk and end-users.	  	X	  	
	16	  	Provide toll free numbers for all in scope countries/locations (where applicable is mutually agreed on between the parties).	  	X	  	
	17	  	Provide toll free numbers for LSA – North America and Canada	  		  	X
	18	  	Ensures communication takes place with all parties where responsibility for resolving an Incident is in dispute, to ensure agreement is reached.	  	X	  	
	19	  	Issue broadcasts or other notices to provide status updates as required for planned and unplanned events (end-user impact)	  	X	  	
	20	  	Notify affected end-users of the progress on their reported Incident or Request	  	X	  	
	21	  	Communicate status to requestors of Incident or Request tickets. Set customer expectation in regards to SLA and communicate if agreement will not be met.	  	X	  	
	22	  	As a part of the operations if there is any new addition to the support environment for example a new Application or a device, then the Service Desk will inform the relevant groups	  	X	  	

 Maintain a continuous improvement program. Tied to specific time-bound objectives and results, includes but not limited to the
following: 
  

							
	 	  	 Continuous Improvement
	  	Supplier	  	LS&Co.
	23	  	Audit performance results & operations monthly.	  	X	  	
	24	  	Identify solutions that minimize the need to contact the Service Desk (e.g. additional End-User training, self-help opportunities, root cause analysis).	  	X	  	
	25	  	Work with IT Service Desk operational and technical staff to identify solutions that minimize the need to contact the Service Desk	  	X	  	
	26	  	Identify and report on all tickets that were not correctly managed. (i.e. Assignment, Cause, Classification, Documentation, Escalation, Prioritization, Routing, etc.)	  	X	  	

  

			
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	27	  	Ensure first contact ticket resolution accuracy. Are tickets that are being transferred to Level 2 truly not resolvable by first contact? Sample 2% of tickets monthly.	  	X	  	
	28	  	Identify opportunities to support the Shift-Left strategy through automation of current services being performed at L1 or identify services being performed at L2/3 that could and should be moved to L1.	  	X	  	
	29	  	Audit performance results & operations monthly.	  	X	  	
				
	 	  	 Customer Satisfaction
	  	Supplier	  	LS&Co.
	30	  	The service desk is responsible for confirming the client is satisfied	  	X	  	
	31	  	Verify acceptance of Services by seeking end-user confirmation results and level of satisfaction using established procedures	  	X	  	
	32	  	 Implement and manage two types customer satisfaction surveys:
  

•  One for service delivery of day to day incidents and requests

 
 •  Another to measure overall
quality of service delivery.
	  	X	  	
				
	 	  	 Exception Procedures
	  	Supplier	  	LS&Co.
	33	  	Develop and document exception procedures.	  	X	  	
	34	  	Document exception requests in LS&Co. ticketing system.	  	X	  	
	35	  	Review and approve exception procedures.	  		  	X
				
	 	  	 Incident Management
	  	Supplier	  	LS&Co.
	36	  	Provide a system to record, manage and track all Service Requests, incidents, inquiries and problems and provide named access to the Supplier Service Desk agents	  		  	X
	37	  	Creates an Incident Management Plan to establish an integrated process for identifying, documenting, monitoring, evaluating and controlling all Incidents through the lifecycle of the service and map where Incidents will be
referred.	  	X	  	
	38	  	Classifies the Incident to determine status, known error matching, priority (impact vs. urgency) and to provide initial support to resolve the Incident where possible. If resolution is not possible perform routing of the Incident
to specialist resolver group(s).	  	X	  	
	39	  	Assesses, collect and provides detailed analysis (including known Incident matching and approved workarounds analysis) of Incident in order to resolve the Incident where possible. If resolution is not possible routing of the
Incident to specialist resolver group(s) is initiated.	  	X	  	
	40	  	Provides coordination, ownership, monitoring, escalation, communication and trend analysis of all Incident activities to agreed parties during the Incident lifecycle as defined in the LS&Co. Incident Management Procedure
manual.	  	X	  	
	41	  	Identify incident characteristics and find / Coordinate for root cause.	  	X	  	
	42	  	Document and monitor the status and progress of all open Incidents. If an Incident is not getting the appropriate attention, initiate defined escalation procedures.	  	X	  	
				
	 	  	 Knowledge Management
	  	Supplier	  	LS&Co.
	43	  	Maintain and manage process, procedure and work instruction documentation for all Tier 1 Services. Includes the identification of knowledge updates by the Service Owners and where knowledge does not currently exist and is causing
customer frustrations.	  	X	  	
	44	  	Provide access to existing Knowledge Base, FAQs and self-help portal	  		  	X
	45	  	Updates Knowledge Base, FAQs and self-help portal with new resolutions or information.	  	X	  	
	46	  	Maintain Service Desk staff knowledge level through dedicated training and maintaining a dedicated knowledge database, Incident resolution scripts and Request fulfillment scripts.	  	X	  	
	47	  	Verify that the knowledge for each incident is either available and accurate, (not present or available and in-accurate)	  	X	  	
	48	  	Verify that the knowledge for a request for fulfillment is available and accurate,( not present or available and in-accurate)	  	X	  	
	49	  	Identify required knowledge through a proactive continuous improvement process. Detailed data drives the right decision on knowledge requirements.	  	X	  	

  

			
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	 	  	 Policies
	  	Supplier	  	LS&Co.
	50	  	Define Service Desk policies.	  		  	X
	51	  	Understand and adhere to LS&Co. policies	  	X	  	
				
	 	  	 Problem Management
	  	Supplier	  	LS&Co.
	52	  	Responsible for adhering to Problem Management processes including identifying trends and identification of recurring Incidents and single occurrences where problem management is necessary to drive to root cause.	  	X	  	
				
	 	  	 Procedures
	  	Supplier	  	LS&Co.
	53	  	Execution and maintenance of operational procedures, including Service Desk Procedures, Incident Management Procedures and Request Management Procedures	  	X	  	
				
	 	  	 Reporting
	  	Supplier	  	LS&Co.
	54	  	Manage and deliver management reporting according to agreed schedule and provide facility for ad hoc analysis.	  	X	  	
	55	  	Supplier to provide recommendations of necessary changes in ServiceNow for reporting and effective Service Desk function during the transition	  	X	  	
	56	  	Make suggested and any other changes in ServiceNow in order to enable reporting and trending analysis (during transition)	  	X	  	X
	57	  	Provide necessary capabilities in the ServiceNow to extract necessary data for reporting purpose (during transition)	  	X	  	X
	58	  	Monthly, Quarterly and Annual Operational reporting supporting Incident, Problem and Request Management services performed by the Service Desk.	  	X	  	
				
	 	  	 Request Management
	  	Supplier	  	LS&Co.
	59	  	Manage and follow the a Request Fulfillment process to ensure an integrated process for identifying, documenting, monitoring, evaluating and controlling all Requests through the lifecycle of the service.	  	X	  	
	60	  	Review and approve the Request Fulfillment plan	  		  	X
	61	  	Provides coordination, ownership, monitoring, escalation, communication and trend analysis of all Request activities to agreed parties during the Request lifecycle as defined in the LS&Co. Request Management Procedure
manual.	  	X	  	
	62	  	Document and monitor the status and progress of all open Requests. If the Request is not getting the appropriate attention, initiate defined escalation procedures.	  	X	  	
				
	 	  	 Self-Help Support Services
	  	Supplier	  	LS&Co.
	63	  	Define Self-Help Support Services requirements and policies	  	X	  	
	64	  	Provide support, advice and recommendations to LS&Co. in connection with the development of Self-Help Support Services requirements and policies	  	X	  	
	65	  	Develop, document and maintain the Standards and Procedures Manual Self-Help Support Services processes that meet such requirements and adhere to policies	  	X	  	
	66	  	Review and approve such Self-Help Support Services processes	  		  	X
	67	  	Implement, maintain and support Self-Help Support capabilities that enable End-Users to perform self-service administrative functions including password reset, “How To” support
through End-User access to knowledge databases and online Incident status checking.	  	X	  	
	68	  	Monitor and review the effectiveness of Self-Help Support Services capabilities and usage	  	X	  	
	69	  	Develop and provide recommendations for improvements to Self-Help Support Services capabilities	  	X	  	
	70	  	Review and approve recommendations for improvements to Self-Help Support Services capabilities	  		  	X
	71	  	Implement approved recommendations for improvements to Self-Help Support Services capabilities	  	X	  	
	72	  	Mandate end users to use Self-Help support solutions	  		  	X
	73	  	Inform end users and walk them thru to the Self Service solutions	  	X	  	

  

			
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	 	  	 VIP Support Services
	  	Supplier	  	LS&Co.
	74	  	Verify that Incidents or requests (including access request) from VIP End Users are recognized at the Service Desk and responded on priority	  	X	  	
	75	  	Ensure that the tickets for assigned VIP’s to be assigned an elevated resolution priority as agreed with Customer	  	X	  	
	76	  	Maintain directory of VIP users and their assistants	  	X	  	
	77	  	Approve VIP Directory	  		  	X
	78	  	Update ServiceNow with the VIP list	  		  	X
				
	 	  	 Service Level Management
	  	Supplier	  	LS&Co.
	79	  	Manage escalation process according to Incident or Request for those tickets that are at risk or did not meet the defined SLA.	  	X	  	
	80	  	Manage Service Delivery against an ITIL model, ensure SLA’s are managed appropriately within this model	  	X	  	
	81	  	Delivery of SLA reporting monthly, reviewed with LS&CO.	  	X	  	
				
	 	  	 Surveys
	  	Supplier	  	LS&Co.
	82	  	One of the ways satisfaction is measured is by means of surveys, both a general services survey independent of our incident and request management system and a survey specific to an incident or request. Responsible for sending
both types of surveys.	  	X	  	
	83	  	Develop and execute procedures for conducting end-user satisfaction surveys.	  	X	  	
	84	  	Configure ServiceNow to send Customer Satisfaction Survey for both incidents and service requests	  		  	X
				
	 	  	 Telephony
	  	Supplier	  	LS&Co.
	85	  	Set up IT Service Desk telephony and customized greetings with call routing. Need ability to transfer calls both internally and externally.	  	X	  	
	86	  	Review and approve the message templates of ACD greetings, e-mails and service interruption notifications	  		  	X
				
	 	  	 Ticket Management
	  	Supplier	  	LS&Co.
	87	  	Track Incidents and Requests, keep the End User informed on ticket status and progress	  	X	  	
	88	  	Manage the full lifecycle of the Incident or Request tickets.	  	X	  	
	89	  	Ensures that all related Incidents are linked and managed to resolution.	  	X	  	
	90	  	Provides a single repeatable process for the capture and management of Incidents and Requests.	  	X	  	
	91	  	Monitor Incidents and Requests and escalate per policies and procedures until resolution and end-user satisfaction.	  	X	  	
	92	  	Escalation and coordination with Tier 2 Support Group & Tier 3 Support Group for internal resolution.	  	X	  	
	93	  	Ensure tracking is in place to update and monitor status of Incidents and Requests so they progress towards resolution	  	X	  	
	94	  	Ensure features are available in ServiceNow for Service Level notification and reporting	  		  	X

  

	3.2	 Standard IT Services 

These are standard IT services towers, the IT department delivers services based on ITIL tiered support model. The Supplier will provide Level 1 support
for all towers and will assist LS&CO. with service improvements. This should include, but is not limited to, identifying required knowledge or additional self-service opportunities. 

 

							
	 	  	 Ticket Management
	  	Supplier	  	LS&Co.
	1	  	Access & Software - Coordinate employee user account administration (account lifecycle management), activation, changes and terminations, including: Password/account setup and reset, Remote access connectivity, E-mail accounts, User Ids, Password resets, , Voicemail administration, Telephone lines, and according to the current LS&Co. Policies and tools	  	X	  	
	2	  	Provide adequate access to AD & password management tool to be able to perform use ID related activities	  		  	X

  

			
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	3	  	Employee & Contractor Administration - Coordinate On-boarding and off-boarding IT tasks specific ,
off-boarding	  	X	  	
	4	  	Employee & Contractor Administration - Coordinate employee transfers for IT related activities	  	X	  	
	5	  	Smartphone first level support to include device activation, synchronization, plan changes, disable/wipe devices, device upgrade, modify ownership, and troubleshooting.	  	X	  	
	6	  	Provide access to the smartphone management portal to perform first level support	  		  	X
	7	  	Remotely repair configuration of all client components installed on end user’s PCs.	  	X	  	
	8	  	Push of approved packaged software using SCCM 2012	  	X	  	
	9	  	Provide adequate access to SCCM 2012	  		  	X
	10	  	1st level Support of all end-user mobility devices approved to run in the LS&CO. environment.	  	X	  	
				
	 	  	 Ticket Management
	  	Supplier	  	LS&Co.
	11	  	Video Conferencing & Voicemail Services - Conference Room and AT&T service Reservations, voicemail accounts, PBX basic configuration, video conferencing	  	X	  	
	12	  	Provide support to Common Off The Shelf Software (COTS), Packaged software ( for example, Exchange - Contacts, distribution lists, mailbox, resource calendars, release quarantined attachments)	  	X	  	
				
	 	  	 Server
	  	Supplier	  	LS&Co.
	13	  	For first level resolutions based on SOPs e.g. Connections, share access	  	X	  	
				
	 	  	 Network
	  	Supplier	  	LS&Co.
	14	  	For first level resolutions based on SOPs e.g. Connectivity	  	X	  	
				
	 	  	 Storage
	  	Supplier	  	LS&Co.
	15	  	For first level resolutions based on SOPs e.g. Restores	  	X	  	
				
	 	  	 LS&Co. Applications
	  	Supplier	  	LS&Co.
	16	  	Provide Tier 1 Application support services where application teams have provided clear knowledge and training. Work with Application teams to obtain knowledge and training where
non-existent. Move away from pass through organization.	  	X	  	

  

	4.	 Governance 

							
				
	 	  	 Weekly Update Meeting
	  	Supplier	  	LS&Co.
	1.	  	Facilitate a weekly update meeting to discuss the elements of the weekly report, changes in the LS&CO. environment that may affect the Services, and any open action items. Vendor Team Leaders, Service Delivery Manager, and
appropriate LS&CO. management representatives attend this meeting.	  	X	  	
	2.	  	Ensure that respective LS&Co. authorities attends these meetings	  		  	X
				
	 	  	 Monthly Meeting
	  	Supplier	  	LS&Co.
	3.	  	Facilitate a monthly quality assurance and metrics review meeting to discuss the elements of the monthly report, including attainment of Service Levels, customer satisfaction, the top Call types, trends in the LS&CO.
environment, any changes in the vendors Services as documented in a Change Request, and any changes in the LS&CO. environment that may affect the vendors Service delivery.	  	X	  	
				
	 	  	 Quarterly Meeting
	  	Supplier	  	LS&Co.
	4.	  	Ensure that respective LS&Co. authorities attends these meetings	  		  	X
		  	Business Unit Leader will facilitate a quarterly meeting to formally present operational metrics, successes, and challenges. The overall goal of these meetings is to improve existing deliverables,	  	X	  	
	5.	  	 define new requirements, strengthen the partnership with our customers, and discuss potential cost reduction strategies
	  		  	

  

			
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		  	The quarterly meeting will Review the accomplishments and metrics since the previous quarterly meeting. Then, topics selected by the parties will be discussed and reviewed. Each quarterly meeting is closed with a planning session
for the next 90-day period. Subsequent monthly status meetings may be scheduled to review the progress of the action items.	  		  	
	6.	  	Ensure that respective LS&Co. authorities attends these meetings	  	        	  	X

  

	5.	 Quality Assurance 

LS&CO. & the vendor will measure the quality of the vendor’s delivery of Services using a quality assurance scorecard. 

 

							
	 	  	 Quality Monitoring Evaluation (QME)
	  	Supplier	  	LS&Co.
	1.	  	 Monitor Calls to evaluate Service Desk Support Technician performance for the following elements:

 
 •  Call processing following the
vendors standards
  

•  Troubleshooting and technical accuracy

 
 •  Use of resources

 
 •  Ownership and follow-up
  

•  Customer service skills
	  	X	  	
	2.	  	For each monitored call, the person conducting the monitor will complete a Monitoring Feedback Form stored in the Procedures Manual, which will be entered into the performance tracking database for calculation. Results are
tracked and communicated on a monthly basis in the quality assurance scorecard.	  	X	  	
				
	 	  	 Ticket Monitoring
	  	Supplier	  	LS&Co.
	3.	  	 Monitor Tickets created by the Service Desk Technicians to evaluate their performance for the following elements:

 
 •  Ticket documentation

 
 •  Troubleshooting and technical
accuracy
  
 •  Use of
resources
  
 •  Ownership and follow-up
  

•  Customer service skills
  

•  LS&Co. agrees to calibration sessions to improve general quality provided
	  	X	  	
	4.	  	For each monitored Ticket, the person conducting the monitor will complete a Monitoring Feedback Form which will be entered into a performance tracking database for calculation. Results are tracked and communicated on a monthly
basis.	  	X	  	
				
	 	  	 Ticket Escalation Accuracy (TEA)
	  	Supplier	  	LS&Co.
	5.	  	 Record and analyze all Tickets escalated by the Service Desk which were flagged by the Support Groups with a Quality Concern (e.g.
Incorrect Routing, Insufficient Information, Should have been resolved by Lev 1 etc).
  

Depending on the technology chosen, the Support Groups can flag tickets with Quality Concerns either in the ticketing tool within each ticket, or in an
external Quality Concern Form that will then be sent to Service Desk Management.
	  	X	  	

  

			
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	6.	  	For each monitored Ticket, the person conducting the monitor will complete a Monitoring Feedback Form which will be entered into a performance tracking database for calculation. Results are tracked and communicated on a monthly
basis.	  	X	  	
				
	 	  	 Complaints Process
	  	Supplier	  	LS&Co.
	7.	  	Provide the end user with a means of submitting formal Complaints, either by phone, web portal or email	  	X	  	X
	8.	  	The complaints will be centralized and managed by the vendors Operations Analysts via the Quality Issue Process.	  	X	  	
				
	 	  	 Quality Issue Process (QIP)
	  	Supplier	  	LS&Co.
	9.	  	 Use a Quality Issue Tracker to record all quality issues at the Service Desk:

 
 •  Quality Concerns reported by
Support Groups
  
 •  Negative
Customer Satisfaction Surveys
  

•  Complaints submitted by the End Users of Client Management
	  	X	  	
		  	In situations where there is an issue with a Ticket that was handled by the vendors staff member. The vendors will follow its Quality Issue process to appropriately manage and resolve these quality issues.	  		  	
	10.	  	Quality issue results will be tracked and communicated on a monthly basis; however, individual quality issues will be discussed as necessary to resolve the reported issue.	  	X	  	

  

	6.	 Reporting 

							
				
	 	  	 Reporting and Analytics
	  	Supplier	  	LS&Co.
	 1.
	  	In addition to those reports already identified, the vendor shall provide LS&CO. with Service Desk Reports, including metrics that identify efficiency, effectiveness and utilization. Report frequency may be weekly, monthly,
quarterly or annually. The vendor shall provide report on at least a monthly basis on SLAs, and shall also provide operational and trend reporting.	  	X	  	

  

			
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 MASTER SERVICES AGREEMENT* 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 2 

DESCRIPTION OF SERVICES 

ATTACHMENT 2.3.6 

DESCRIPTION OF SERVICES – INFORMATION TECHNOLOGY
SERVICES 
 GLOBAL INFORMATION SECURITY 

 
  

	*	 Certain information in this exhibit has been omitted and filed separately with the Securities and Exchange
Commission. Confidential treatment has been requested with respect to the omitted portions marked with [****]*. 

  

			
		  	

			
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	1.	 INTRODUCTION 

Purpose: This Exhibit describes the Services to be performed for LS&Co. by Supplier pursuant to the Agreement. 

References: References to an Attachment, Appendix, Section or Article shall be to such Attachment or Appendix to, or Section or Article of,
this Exhibit unless otherwise provided. A reference to Exhibit includes a reference to the Attachments and Appendices attached hereto. 

Definitions: As used in this Exhibit, capitalized terms shall have the meanings set forth in Exhibit 1. Other terms used in this Exhibit
are defined where they are used and have the meanings there indicated. 
 Supplier will provide the following support for Global Information
Security subsystems: 
  

	 	•	 	 Firewalls 

  

	 	•	 	 VPN Remote Access 

  

	 	•	 	 Remote Access User Certificates 

 

	 	•	 	 ID Management/Single Sign on 

 

	 	•	 	 Web content filtering 

  

	 	•	 	 Botnet alerting 

  

	 	•	 	 Store wireless/LAN alerting 

 

	 	•	 	 Intrusion Detection/Prevention 

 

	 	•	 	 PC/Mac/Server/POS Antivirus 

 

	 	•	 	 Server Security Configuration Monitoring 

 

	 	•	 	 Security Incident and Event Management 

 

	 	•	 	 Vulnerability Scanning 

 

	 	•	 	 Server/Mac/PC/POS vulnerability analysis and Patch status monitoring 

 

	 	•	 	 Information Security Awareness 

Without limiting Section 3.1 of the Agreement, the Services include (a) the services, functions and
responsibilities described in this Attachment; and (b) the services, functions and responsibilities identified in the roles and responsibilities matrices contained within this Attachment for which Supplier is responsible (i.e., those Services
which have an “X” in the column labeled Supplier). 
 This support will include all tasks that would be considered operational,
upkeep and periodic changes. This would include the following: 
  

			
	 Service

Definition
	  	 Associated Work Tasks

		
	Production
Support	  	Provide 7x24 monitoring and support for Information Security subsystems.
		
		  	Interact and escalate with Supplier for any system defect and support tickets
		
		  	Operational SLAs will conform to and be measured against the general IT Infrastructure Service Level Agreements
		
		  	Quarterly measurement of capacity for all security subsystems
		
		  	Provide Root Cause Analysis within expected service levels
		
		  	Troubleshoot any issues and document them for reference during steady state operation.
		
		  	Troubleshoot end-user issues, performance and availability issues, related to security subsystems

  

			
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	 Service

Definition
	  	 Associated Work Tasks

		
		  	Work closely with other IT stakeholders for solving problems on network and access issues
		
		  	Manage security sub-system releases that include upgrade of system images to N or N-1 version
		
		  	Proactively plan for refresh as per the refresh cycle and notify LS& Co on EOL (End of Life)/EOS (End of Support) versions
		
	Security
Infrastructure
Services	  	Performing on-going administration, management, upgrading and monitoring of sub-systems.
	  	Manage, provide testing, change management, and documentation services for changes to security sub-systems
		
		  	Monitor, detect, investigate and resolve security incidents related to security subsystems.
		
		  	Maintain Security sub-systems, to current release levels.
		
		  	Monitor patches deployment status.
		
		  	Analyze vulnerability scan results, create and assign problem tickets to appropriate stakeholders for remediation.
		
		  	Monitor Vulnerability Alerting ([****] *) and escalate to appropriate stake holders.
		
		  	Provide security scans on new servers and network devices prior to them being placed into production.
		
		  	Provide periodic review of security subsystem capacity and provide recommendations for upgrades. Monitor and troubleshoot technical, performance and availability issues.
		
		  	Manage changes through Change Process for all in scope sub-systems ensuring changes are authorized and auditable.
		
		  	Reporting—ensuring reports on availability and effectiveness are made available to LS&Co. at an agreed schedule.
		
	Security
 Audit
	  	Create and assign tickets as needed to remedy compliance issues.
		
		  	Complete and document quarterly infrastructure role based access/entitlement reviews.
		
		  	Complete and document quarterly infrastructure separation of duty reviews.
		
	Reporting &
Awareness	  	Security system availability for all information security subsystems
		
		  	Produce Key Indicator Metrics for all information security subsystems
		
		  	Coordinate awareness for PCI and general Security compliance. Validate and report solutions achieving desired results

 The enterprise security services to be provided by Supplier to LSA, LSE, & AMA under this Agreement are
categorized into the following security domains: 
  

	 	•	 	 Governance Risk and Compliance Services 

 

	 	•	 	 End Point Security 

  

	 	•	 	 Perimeter Security 

  

			
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	 	•	 	 Security Incident Management and Monitoring 

 

	 	•	 	 Identity Management Security Services 

 

	 	•	 	 Data Security Services 

 

	 	•	 	 Application Security Services and Software assurance 

 

																									
	 Principal Activity
	  	Supplier	 	  	LS&Co.	 
	 	  	LSA	 	  	LSE	 	  	AMA	 	  	LSA	 	  	LSE	 	  	AMA	 
	 Governance, Risk and Compliance
	  				  				  				  				  				  			
	Enforce LS&Co. policies and standards	  	 	X	 	  	 	X	 	  	 	X	 	  	 	X	 	  	 	X	 	  	 	X	 
	Report to Information Security any violations of defined information security policies by LS&Co. across Supplier delivery processes, locations, facilities and teams.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Supplier SOX and PCI lead to report to the LS&Co. Information Security office annually once per quarter review the IT controls for any changes. The lead must ensure the Supplier delivery teams follow the right process, thereby
adhering to LS&Co. policies	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Leading audit and compliance functions is out of scope for Supplier	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	End Point Protection (PC/Mac/Server/POS Antivirus):	  				  				  				  				  				  			
	 Anti-Virus and Host Intrusion Detection / Prevention Solution Management
	  				  				  				  				  				  			
	Supplier will provide end-to-end management of the currently installed Symantec Anti-Virus and Host Intrusion Prevention Solution.	  				  				  				  				  				  			
	The below activities will be performed by Supplier’s security team:	  				  				  				  				  				  			
	Install, update, operate, and maintain Anti-Virus protection Software on the servers by the L2-L3 teams within Supplier and co-ordinate with the desk
side teams to ensure all endpoints used to deliver or support the Services are in currency	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Checking that virus definitions and scan engines are at latest levels on all endpoints in-scope	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Monitoring of antivirus subsystem server resources – CPU and Memory	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Raising alerts to Server Teams in case of high resource utilization and following Problem/Incident management path	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Add, modify and remove policies for anti-virus, desktop firewall, HIPS / HIDS, etc.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Deployment of agents from Endpoint Protection Management console	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Virus outbreak management	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Respond to malware incident	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Notifications to the desk side team for non-updated endpoints for virus definitions	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	System changes are documented and validated using standard system change tools procedures.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Procurement and or Renewal of endpoint protection solution licenses.
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 Server/Mac/PC/POS vulnerability analysis and Patch status monitoring:
	  				  				  				  				  				  			
	Supplier will monitor LS&Co. subscribed threat intelligence feed for items that relate to and can impact the LS&Co. operating environment. Supplier will conduct the monthly patch meeting and will conduct “out of
band” patch meetings as needed to discuss emerging vulnerabilities and assign risk ratings. Supplier will open and track tickets to various support areas to apply patches and remediate risks.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			

  

			
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	 Principal Activity
	  	Supplier	 	  	LS&Co.	 
	 	  	LSA	 	  	LSE	 	  	AMA	 	  	LSA	 	  	LSE	 	  	AMA	 
							
	Security team is only responsible to ensure LS&Co. security patches are deployed on time by other Supplier teams and all non-compliance is reported during monthly patch meetings.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Perimeter Security	  				  				  				  				  				  			
	Firewall Management	  				  				  				  				  				  			
	Supplier will do complete administration and management of firewalls. Supplier’s fully managed firewall service includes:	  				  				  				  				  				  			
	Performing on-going administration, management, upgrading and monitoring of firewall devices.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Add, remove and modify routing, security policies as per LS&Co.’s business requirement and firewall standard practices.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Interact and escalate Supplier for any system defect and support tickets for Platinum services	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Monitor, detect, investigate and resolve security incidents related to the firewalls.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Provide Root Cause Analysis within expected service levels=	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Troubleshoot any issues and document them for reference during steady state operation.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Troubleshoot end-user issues, performance and availability issues, related to firewalls=	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Work closely with other IT stakeholders for solving problems on network and access issues=	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Manage firewall releases that include upgrade of firewall images to N or N-1 version	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Proactively plan for refresh as per the refresh cycle and notify LS&Co. on EOL (End of Life)/EOS (End of Support) versions	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Implement, monitor and troubleshoot High Availability functionality between pair of firewalls.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Ensuring high availability is functioning properly to avoid single point of failure and business disruption	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Monitor and troubleshoot technical, performance and availability issues.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Change management, ensuring changes are authorized and auditable.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Reporting—ensuring reports on availability and effectiveness are made available to LS&Co. at an agreed schedule.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Note: [****]* Firewalls which are expected to increase by [****]* each year. [****]* of firewalls will be replaced as end of life each year. Firewall systems, including management systems will be updated to the
latest software release each year. There are [****]* firewall incidents and [****]* changes each month. Supplier will also provide coordination and testing for
site-to-site VPN changes ([****]* each month).	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Additionally, Supplier will conduct the following activities:	  				  				  				  				  				  			
	Add, remove and modify routing, security policies as per LS&Co.’s business requirement and firewall standard practices. SLA [****]* business days	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Implement, monitor and troubleshoot High Availability functionality between pair of firewalls.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Ensuring high availability is functioning properly to avoid single point of failure and business disruption	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Supplier will annually maintain all existing firewalls versions to N, N-1	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	As per the MSA, we can accommodate a [****]* increase year on year on firewalls, anything beyond [****]* will be a project work or a separate discussion on CR (Change Request)	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Procurement and or Renewal of firewall hardware / software support and licenses.	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
							
	 Intrusion Detection Protection/Prevention
	  				  				  				  				  				  			

  

			
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	 Principal Activity
	  	Supplier	 	  	LS&Co.	 
	 	  	LSA	 	  	LSE	 	  	AMA	 	  	LSA	 	  	LSE	 	  	AMA	 
	The Supplier’s responsibilities will include:	  				  				  				  				  				  			
	Install, update and configure Checkpoint Network Intrusion Detection Systems (NIDS) sensors, and Checkpoint Network Intrusion Prevention Systems (NIPS) sensors to inspect all inbound and outbound network activity:	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Identify suspicious patterns that may indicate abnormal activity or intrusion attempts	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Send Alerts to a Supplier central monitoring facility.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Monitor all Checkpoint NIDS/NIPS devices from the central logging System, and provide appropriate response to Alerts based upon mutually agreed procedures as defined in the Service Management & Governance Manual.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Review NIPS Systems logs and provide appropriate response to messages including, but not limited to, Alerts and access denial messages based upon mutually agreed procedures as defined in the Service Management & Governance
Manual.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	As needed or as directed by LS&CO., install known high-risk updates as defined by Checkpoint NIDS and NIPS to the IDS-protection Software as they are approved.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Upon detection of an intrusion Alert, take immediate steps to notify the Information Security Services at LS&Co.:	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Assess the scope of damage.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Arrest the spread and progressive damage from the intrusion.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Restore the environment to an operational state.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	In the event of corruption or data loss, restore data from the last available backup with prior consultation with and approval from LS&Co.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Provide Alerts to LS&Co. relative to current intrusion threats either specific to LS&Co.’s Environment, encountered in Supplier’ Environment, or based upon industry information	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Upgrade and change the Intrusion Detection/Prevention Systems as required by Third-Party Suppliers or as agreed in LS&Co. Technical Architecture and Product Standards.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Evaluate technology improvements for Intrusion Detection Protection/Prevention and bring forth those improvements to LS&Co. for consideration.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Will ensure IDS/IPS signature updates are being updated [****]*. Supplier will monitor IDS/IPS activity, analyze potential threats and will open incident tickets for corrective measures as needed.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Procurement and or Renewal of NIDS/NIPS Solution licenses.
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 Web Content Filtering Solution Management
	  				  				  				  				  				  			
	Supplier understands that complete administration and management of proxy and web content filtering solution with the current Supplier are in-scope. The following are the activities:	  				  				  				  				  				  			
	 Configure and manage user content policies as per LS&Co.’s security policies
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Assess & define reporting for utilization
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			

  

			
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	 Principal Activity
	  	Supplier	 	  	LS&Co.	 
	 	  	LSA	 	  	LSE	 	  	AMA	 	  	LSA	 	  	LSE	 	  	AMA	 
	Assess, define and report alerting for policy violations and thresholds to LS&Co.’ stakeholders	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Alerting on web, HTTPS Vulnerabilities	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Analyze potential threats for incidents and escalate for detailed investigation	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Supplier will ensure web content filtering updates are being updated on a daily basis. Supplier will receive requests for web content access and/or blocking, will assess the risk and business need and will manage changes to the Web
Content filtering system. The SLA for filter changes is <3 business days. Supplier will initiate an annual review of approved and blocked content categories.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Procurement and or Renewal of Web Content Filtering Solution licenses.	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Remote Access Solution Management	  				  				  				  				  				  			
	 Supplier will manage LS& Co’ currently deployed Remote Access Solution (VPN)—for employees and the Site to Site VPN for
Suppliers to provide secure access to mobile users as well as third parties, partners and contractors as per your security policy and on a need-to-know basis.

Supplier’s managed Remote Access services include:
	  				  				  				  				  				  			
	Performing on-going administration, management and monitoring of VPN devices.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Creating users, groups, authentication servers and assigning security policies as per need-to-know basis.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Resolution and or guidance for remote user access related issues.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Monitor, troubleshoot and resolve any technical, performance and availability issues.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Change management, ensuring changes are authorized and auditable.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Reporting—ensuring reports on availability and effectiveness are made available to LS&Co. at an agreed schedule.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	[****]* VPN concentrators providing Remote Access capability for employees and suppliers. There are [****]* incidents each month and [****]* changes. The VPN systems also have a management console that must be
maintained. VPN Systems will be brought up to current release level each year. Supplier will create and deploy and modify VPN profiles based on user requirements ([****] * business days). Supplier will monitor for compliance issues and will
manage remediation of compliance issues.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Supplier will manage the process to assign, install and revoke certificates for Remote Access users. New certificates will be created and delivered within [****]* business days. Supplier will monitor for upcoming revocation
of certificates and will make necessary communications and changes to avoid disruption of service. Supplier will ensure certificates are revoked as they are no longer needed.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Procurement and or Renewal of VPN hardware / software support and user licenses, including renewal of remote user certificates is out of scope, except renewal of certificate lease	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Store Wireless Alerts	  				  				  				  				  				  			

  

			
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	 Principal Activity
	  	Supplier	 	  	LS&Co.	 
	 	  	LSA	 	  	LSE	 	  	AMA	 	  	LSA	 	  	LSE	 	  	AMA	 
	Supplier will ensure store wireless alert signature updates are being updated on a daily basis. Supplier will monitor alert activity for store LAN and wireless events and will open incident tickets for corrective measures as
needed.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Intrusion Alerts from [****]* at the stores will be monitored and reviewed by the supplier	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Procurement of WAP devices including troubleshooting Wireless LAN issues at the stores is out of scope for the security team	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Security Incident Event Management and Reporting	  				  				  				  				  				  			
	Supplier will manage LS&Co.’s currently deployed [****]* Solution. The supplier responsibilities will include:	  				  				  				  				  				  			
	[****] * Correlation policy Configuration (including rule-base addition / modification / deletion)	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Defining custom Correlation rules
 Integration
or Deletion of new or existing log sources.
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Integration or Deletion of new or existing log sources.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Escalate incidents to CSIRT teams and support the investigations	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Analyze false positive and provide suggestions to modify/delete the correlation rules.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Incident Management and Closure	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Supplier coordination for latest patch release, bug fix and hardware fix	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Botnet Alerting	  				  				  				  				  				  			
	Supplier will ensure botnet signature updates are being updated [****]* basis. Supplier will monitor botnet activity and will open incident tickets for corrective measures as needed	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Procurement of SIEM software and its Supplier services is out of scope for Supplier	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Identity and Access Management	  				  				  				  				  				  			
	 [****]* Identity Management Administration

Supplier’s services for Identity Management Steady State support will include:
	  				  				  				  				  				  			
	ITIM Operations Support Activities	  				  				  				  				  				  			
	To provide L1 & L2 support for in-scope ITIM components & work with end users as necessary to resolve problems	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Support for [****]* Single Sign On product	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Quarterly role reviews, entitlement reviews and SOD reviews	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Supplier will provide L1, L2 support for identity management and SSO (Single Sign-On) and will work with end users as necessary to resolve problems.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 Supplier will monitor for process and transaction failures and take necessary corrective

action(s).
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Supplier will monitor and manage compliance issues and alerts and escalate any unresolved compliance issues.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Supplier will conduct testing, change management and documentation services for ID management and SSO (single Sign-On) system changes and maintenance activities	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Supplier will provide control evidence for audit purposes include creation and distribution of reports concerning ID compliance (orphan reports, inactivity reports, compliance reports, etc.). Generate and publish scheduled reports
and be the primary contact for downstream consumers of identity related information (e.g. Net ID, EMP ID, Email etc.)	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Supplier will manage changes through Change Process.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Supplier will conduct annual SOD reviews.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Supplier will manage on-going KPI (Key Performance Indicators) in the areas of system availability, compliance and operational effectiveness.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Supplier will provide role, policy, services (e.g. Unix, SQL AD, workflow and activity management administrative and problem resolution services for identity management platforms.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			

  

			
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	 Principal Activity
	  	Supplier	 	  	LS&Co.	 
	 	  	LSA	 	  	LSE	 	  	AMA	 	  	LSA	 	  	LSE	 	  	AMA	 
	Supplier will be primary contact for all L2 activities for the SSO federation partners and work directly with customers and SSO federation partners in troubleshooting federation and SSO related issues.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Supplier will be the primary IT security contact for helping to resolve L2 SSO related issues not related to the core SSO infrastructure (e.g. browser, desktop and network issues).	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Resolution of incidents related to in-scope ITIM components	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Problem management for critical and frequently repeated incidents	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Patch Management	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Administrative configuration changes (existing	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Workflows, user defined fields, Group & Group Administration, ITIM Rules, ITIM Policies, Process Definitions, Adaptors)	  				  				  				  				  				  			
	Log monitoring & Proactive monitoring/support for ITIM components	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Monitor & resolve process and transaction failures	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Monitor and manage compliance issues and alerts and escalate any unresolved compliance issues	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Trouble shooting & escalation	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Accommodate minor workflow, scripting and cosmetic changes in the existing code base,	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Review of console logs (i.e. provisioning failures)	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Configuration and release management	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Rebuild / Recovery support	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Troubleshooting of any incident tickets escalated from L2 Support team	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Manage on-going KPI (Key Performance Indicators) in the areas of system availability, compliance and operational effectiveness	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Provide role, policy, services, workflow and activity management administrative and problem resolution services for in scope identity management platform (ITIM components)	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Installation of patches and hot-fixes received from IBM and performing PIV	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Incident handling and liaison with product Supplier; escalation to product Supplier (IBM Support) and coordination as needed	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Performing PIV tests of IDM components for supporting the third party re-installation/ re-build activities	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	In case of any change in the product space, the same needs to be carried out thru a Change-Request process.	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Application support not related to Identity Management	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	New application integration to the ITIM infrastructure	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	L3 activities fall under the development realm and is not considered L1 and L2 activities as per Supplier	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Application Security and Software Assurance	  				  				  				  				  				  			
	Infrastructure Vulnerability Scans:	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	The Supplier will manage the process to conduct [****]* vulnerability scans on the inside and outside of the network. All Internet touch points will be scanned. All devices on the internal network will be scanned. Supplier
will open and track tickets for high and medium risk vulnerabilities. Supplier will ensure the PCI report is filed [****]*. Supplier will ensure all portions of the network are scanned. Supplier should plan on [****]* vulnerability
tickets each month Supplier will conduct ad-hoc scans as required and create ad-hoc scan reports as required, estimated to be no more than [****]* each
month.	  				  				  				  				  				  			
	 Web Application Scans:
	  				  				  				  				  				  			
	 The Supplier’s responsibilities to provide Application Security Services will
include:
	  				  				  				  				  				  			
	The Ecommerce team at LS&Co. produces [****]* major releases [****]* minor releases every [****]* and these are production code changes. Supplier LLC Application Security will perform Application Security
Vulnerability scans by leveraging the [****]* tool at LS&Co.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			

  

			
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	 Principal Activity
	  	Supplier	 	  	LS&Co.	 
							
	 	  	LSA	 	  	LSE	 	  	AMA	 	  	LSA	 	  	LSE	 	  	AMA	 
	The [****]* will be used as a standard template for all scanning and reporting requirements by default. The Supplier Application Security team will work with the Ecommerce team to develop specific scan templates within the
[****]* tool as recommended by LS&Co. as needed.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Supplier Enterprise Security team will co-ordinate mitigation of any gaps identified within the scan reports. Supplier to follow the SLA defined and agreed for Web application scan
reports	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Procurement and or Renewal of [****]* or any VA/Application Scanning tool	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Data Security Services	  				  				  				  				  				  			
	Certificate Management:	  				  				  				  				  				  			
	The Supplier’s responsibilities to provide Data Security Services will include:	  				  				  				  				  				  			
	Maintenance of the complete Certificate Management Service infrastructure (including Certificate Management applications, databases, policies, configuration, software updates and any other technical component) as defined in the
Operations Manual.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Procurement and or Renewal of PKI certificates and its Licenses.	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	Symantec Server Security Configuration Monitoring	  				  				  				  				  				  			
	Install, update, operate, and maintain server security configuration monitoring system and co-ordinate with appropriate teams to ensure all endpoints used to deliver or support the services
are in currency	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Checking that policy definitions and scan engines are at latest levels on all endpoints in-scope	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Monitoring server security configuration monitoring system subsystem server resources – CPU and Memory	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Raising alerts to Server Teams in case of high resource utilization and following Problem/Incident management path	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Add, modify and remove policies for server security configuration monitoring system.	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Deployment of agents for security configuration monitoring system	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Open and manage incidents as needed to eliminate security configuration monitoring system compliance issues	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Notifications to desk side Team for non-updated endpoint clients	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	System changes are documented and validated using standard system change tools procedures. Create monthly reports	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	Procurement of [****]* Licenses	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 

  

			
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 Volumetric: 
  

			
	 Element
	  	 Due Diligence Metrics

	SIEM	  	[****]* Tickets/Month
	Certificates	  	[****]* Certificates
	Access Points	  	[****]*
	Anti-Virus	  	[****]* Tickets/Month
	IDAM (ITIM)	  	[****]* users & [****]* Tickets/Month (Post DD Volumetric)
	Web Filtering	  	[****]* Tickets Annually
	Two Factor Authentication	  	[****]* Tickets Annually
	Wireless Controllers	  	[****]*
	F5 Load Balancers	  	[****]* Devices
	Websense	  	[****]* Proxy’s
	VPN	  	[****]* Tickets/Month
	Firewalls	  	[****]* Checkpoint Firewalls [****]* being replaced, [****]* being replaced. End of [****]*, all firewalls upgraded to [****]*.
	[****]*	  	[****]* is used for scanning both inside and outside traffic. It is also used by Ecommerce team for scanning its monthly releases

  

	1.	 PROJECT POOL HOURS PROJECTS 

Project Pool Hours Projects are Projects greater than 40 hours in duration that are performed by the Project Pool Staff. Project Pool Hours Projects may also
include Projects of equal to or less than 40 hours in duration that exceed the Steady State Cap. 
 These will be further
sub-divided into 
  

	 	a)	 Security related infrastructure led projects 

Supplier will provide the infrastructure Project Pool hours to LS&Co. each year for a 5 year period, based on the Project forecasts
provided by LS&Co. Currently this pool constitutes of 1,000 hours per year for Security Services, 
 Service Provider will initially
allocate resources to the Project Pool Staff in accordance with the hours per Skillset Category as agreed below. Any skillset required outside of the Skillset Categories will be made available to LS&Co. outside of the Project Pool, in accordance
with the rate card submitted. 
 Currently the pool is planned to have following resources 

[****]* – Infrastructure Security Services – India 

[****]* – Infrastructure Security Services – Brussels 

[****]* – Infrastructure Security Services – Singapore 

 

	 	b)	 Application -led projects 

This pool is to meet with customers/application teams to identify requirements, sizing, and costing of new and changes to existing
environments. 
  

	2.	 MAJOR PROJECTS 

Major Projects are Projects that do not meet the conditions for the Steady State Projects or the Project Pool Hours Projects. Major Projects are not included
in the Base Charges. For each Major Project requested by LS&Co., Supplier will prepare a proposal based on the requirements and scope of work defined by LS&Co. and will include an estimate of the charges for such Major Project. The Parties
will enter into a separate Work Order with respect to any Major Project approved by LS&Co. 

  

			
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 Reporting: 

Meetings Among other meetings, Supplier will have an Information Security representative at: 

 

	 	•	 	 The daily Operations Meeting to represent Information Security issues. 

 

	 	•	 	 Change Control 

  

	 	•	 	 The Weekly Information Security Team meeting. 

Among other meetings, Supplier will conduct the following meetings 
  

	 	•	 	 Monthly patch review meeting 

 

	 	•	 	 Monthly Supplier Service Review Meeting (showing SLA adherence 

 

	 	•	 	 Weekly Information Security/Issues meeting 

Administrative: 
 Supplier will conduct the
following activities: 
  

	 	•	 	 Ensure all Information Security devices will be maintained within the asset management database

  

	 	•	 	 Conduct a monthly service review for GIS presenting, among other things, SLA adherence, and hours expended by
function, tickets by function 

  

	 	•	 	 Maintain an SLA which will enumerate the work that was completed “out of process”. There will be an
upper limit placed on this (3%) and it will be presented along with other SLAs 

  

	 	•	 	 Produce a daily report of open Information Security Issues 

 

	 	•	 	 Produce a monthly report with key metrics specified by GIS 

 

	 	•	 	 Produce a weekly report indicating patch gap status for Servers, PCs and POS by region and risk level

  

	 	•	 	 Represent GIS in operational escalation calls 

Transition: 
 The following activities will be
performed during this phase of Transition Services: 
  

	 	•	 	 Supplier will develop the Knowledge Transfer Process Document 

 

	 	•	 	 Supplier will create a Risk Mitigation Plan and present to Client for review and approval 

 

	 	•	 	 Supplier will collect measurements for defined SLAs for Services performed by Client staff 

 

	 	•	 	 Supplier will prepare checklists for tasks and procedures as part of Run Book documentation

  

	 	•	 	 Supplier will develop and conduct training of Contractor staff of Client technologies for in-scope Services and related support tools and processes 

  

	 	•	 	 Supplier will submit Run Book and SLA for review and acceptance by Client. Run Book contains Services Operating
Procedures, Hours of Service Operation, Maintenance Windows and Planned Downtimes, Environment Overview, and Day-to-Day Processes 

 

	 	•	 	 Client will send notification to Contractor for acceptance of completing transition and agreement to begin Steady
State operations 

  

			
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 MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 2 

DESCRIPTION OF SERVICES 

ATTACHMENT 2.3.7 

DESCRIPTION OF SERVICES – INFORMATION TECHNOLOGY
SERVICES 
 IT APPLICATIONS 

  

			
		  	

			
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	1.	 INTRODUCTION 

Purpose: This Exhibit describes the Services to be performed for LS&Co. by Supplier pursuant to the Agreement. 

References: References to an Attachment, Appendix, Section or Article shall be to such Attachment or Appendix to, or Section or Article of,
this Exhibit unless otherwise provided. A reference to Exhibit includes a reference to the Attachments and Appendices attached hereto. Definitions: As used in this Exhibit, capitalized terms shall have the meanings set forth in Exhibit 1.
Other terms used in this Exhibit are defined where they are used and have the meanings there indicated. 
 The Services to be provided by
Supplier to LSA, LSE, & AMA under this Agreement are categorized into the following Processes: 
  

	 	•	 	 Application Support and Maintenance 

Without limiting Section 3 of the Agreement, the Services include (a) the services, functions and
responsibilities described in this Attachment; and (b) the services, functions and responsibilities identified in the roles and responsibilities matrices contained within this Attachment for which Supplier is responsible (i.e., those Services
which have an “Ö” in the column labeled Supplier). 
  

	2.	 SERVICE DESCRIPTION 

The following sections in this Exhibit describe the Services that Supplier will carry out that relate to the Applications. 

2.1 INCIDENT AND SERVICE REQUEST MANAGEMENT 

Supplier will, in accordance with LS&Co.’s Incident management process, perform the following activities for managing incidents and
service requests: 
  

	 	2.1.1	 Log, by opening a Ticket for Incidents and Service Requests identified by Supplier, track and report all
Incidents and all Service Requests including Tickets opened by Users. 

  

	 	2.1.2	 Respond to LS&Co. (including responding directly to an applicable LS&Co. group and Users) to all
reported Incidents and Service Requests in accordance with the Incident Management Process. 

  

	 	2.1.3	 Resolve all Tickets using LS&Co.’s designated Service Desk toolset (or a LS&Co-approved interface to that toolset), taking into account knowledge of technologies and LS&Co.’s business processes, including global and regional business process models. 

 

	 	2.1.4	 Manage and resolve all Application related defects, failures and User-reported problems logged via a Ticket.

  

	 	2.1.5	 Communicate resolution to applicable Users based LS&Co.’s incident management policies.

  

	 	2.1.6	 For Tickets that require an elective enhancement, direct the User to the appropriate elective enhancement
intake process and close the Ticket (noting redirection to the intake process). 

  

	 	2.1.7	 Complete security configuration requests logged via a Ticket in accordance with LS&Co.’s security
control model and security control process. 

  

	 	2.1.8	 For each Ticket, Supplier will be responsible for resolving the Ticket, escalating issues that require action
or approval by LS&Co. in accordance with LS&Co.’s policies. Supplier will follow resolution of escalated issues to closure. 

  

	 	2.1.9	 For Priority Level 1 (i.e., “critical Tickets”) and Priority Level 2 (i.e., “high
priority Tickets”), Supplier will: 

  

	 	(1)	 Respond to paging from Service Desk. 

 

	 	(2)	 Communicate ongoing issues and updates to the User community. 

  

			
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	 	(3)	 When an issue is classified as a “Major Incident”, follow LS&Co.’s designated major incident
process. 

 2.2 PROBLEM MANAGEMENT 

Supplier will, in accordance with LS&Co.’s Problem management process, perform the following activities for managing problems: 

 

	 	2.2.1	 Identify and log Known Errors and Problems. 

 

	 	2.2.2	 Maintain a Known Error Database and problem log. 

 

	 	2.2.3	 Perform Problem identification and resolution, including: 

 

	 	(i)	 Analyze all Incident-related Tickets for major Incidents or repeat Incidents to identify Problems and Known
Errors. 

  

	 	(ii)	 Investigate and communicate root cause, work-around or process improvement plans to business owners, internal
customers Users. 

  

	 	(iii)	 Document Problems and lessons learned for future improvement, recommend process improvements (update Known
Error Database, frequently asked questions and standard operating procedures accessible to Service Desk and Users as a quick reference) and implement agreed improvements. 

 

	 	(iv)	 Develop and apply database, Application code, configuration or operational modifications to correct Problems
with short term and permanent fixes, and, as applicable, work with LS&Co. Third Party Contractors. 

  

	 	(v)	 Coordinate corrections with other production and Application development activities through LS&Co.’s
change management and release management processes, including impact analysis. 

  

	 	(vi)	 Work closely with appropriate LS&Co. personnel to ensure appropriate progress reporting and effective
production problem resolution. 

  

	 	2.2.4	 Identify opportunities for Incidents to be resolved at first level Incident management, and recommend changes
for Service Desk. After approval by LS&Co, train Service Desk on recommended changes. 

 2.3 MONITORING 

 

	 	2.3.1	 Ensure that Applications are available for use by LS&Co. 

 

	 	2.3.2	 Monitoring Applications 

Supplier shall perform the following activities as part of Application Monitoring: 

 

	 	(i)	 Ensure that the existing solution for monitoring of applications via LS&Co.’s monitoring tool are
working as expected along with automated alert mechanism. 

  

	 	For	 the applications where automated alerts are not available, Supplier will plan and prioritize the implementation
of a monitoring system based on the necessity of the implementation and criticality of application to LS&Co. 

  

	 	(ii)	 Respond to automated paging from system support tools. 

 

	 	(iii)	 Daily exception reports and queues required for maintaining the technical integrity of the system.

  

	 	(iv)	 Alerts and pages from LS&Co. Systems to identify Incidents. 

 

	 	(v)	 Monitor interactive and LS&Co.’s batch performance related to the Applications to identify Incidents
(e.g., schedule job balancing, production output, freeze periods, scheduling, as-of-build programs, inter-company sweeps) for completion and correctness, and monitor
exception logs. 

  

			
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	 	(vi)	 Monitor reports, distribution of reports, reporting tools related to the Applications to identify Incidents.

  

	 	(vii)	 Monitor and resolve all issues with data synchronization services (i.e., monitor the replication of data
between production servers and reporting servers), including working with third parties. 

  

	 	2.3.3	 Provide monthly analysis of LS&Co. batch schedule to ensure effective LS&Co. batch processing and make
recommendations for changes to meet performance requirements 

  

	 	2.3.4	 Schedule jobs in accordance with LS&Co.’s business and technical requirements 

 

	 	2.3.5	 Monitor LS&Co.’s alert systems (e.g., LS&Co. batch and control-message brokers) and provide
recommendations to LS&Co. to support the Application Maintenance Services. 

  

	 	2.3.6	 Maintain documentation related to operations and production support. 

 

	 	2.3.7	 Support LS&Co. to adapt operational processes and procedures for regions designated by LS&Co.

 2.4 PATCH MANAGEMENT 

Supplier shall: 
  

	 	2.4.1	 Assist LS&Co. to design a Patch strategy, including defining Patch templates for the process (e.g., name of
Patch, business process impact, files and streams impacted). 

  

	 	2.4.2	 Identify and report to LS&Co. all applicable Patches in accordance with LS&Co.’s Patch and upgrade
strategy. 

  

	 	2.4.3	 Using LS&Co.’s designated Patch strategy and templates, recommend to LS&Co. which Patches should
be applied. 

  

	 	2.4.4	 Provide LS&Co. with an impact analysis on LS&Co. systems and resources (including scoping, estimation
and requirements definition) for each recommended Patch and any additional Patches designated by LS&Co. to be implemented. 

  

	 	2.4.5	 Implement each Patch approved by LS&Co. after LS&Co.’s review of the impact analysis within
timeframes designated by LS&Co. 

  

	 	2.4.6	 Implement roll-back procedure if the implementation of the Patch was not successful. 

 

	 	2.4.7	 Correct Application errors and invalid data caused by Patch implementation. 

 

	 	2.4.8	 Update user, system, operations and Service Desk documentation to reflect changes caused by implementation of
the Patch. 

  

	 	2.4.9	 Create and provide a summary of business-related changes caused by implementation of Patches to LS&Co.

  

	 	2.4.10	 Assist LS&Co.’s user acceptance testing process from start to finish for each implemented Patch.

  

	 	2.4.11	 Rectify any other problems that may occur associated with the implementation of the Patch (i.e., “fix when
broken”), including taking appropriate action necessary to restore Applications and coordinating with LS&Co. to restart or amend production schedules. 

2.5 CHANGES / ENHANCEMENTS 
  

	 	2.5.1	 The capacity for Changes / Enhancement work included in the Services are set forth against each application
group in Section 5 – In scope applications and Interfaces 

  

	 	2.5.2	 The enhancements will cover the following types of work— 

  

			
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	 	i.	 Configuration, system, data or code changes required to satisfy new business or technical requirements;
extensions of existing functionality and standard COTS functionality to new or existing entities, including cross-functional and multi-Application impacted changes 

 

	 	2.5.3	 Supplier will perform the below activities in accordance with LS&Co.’s processes on
Changes/Enhancements: 

  

	 	(i)	 Process Change Requests that are initiated by Authorized Users for Enhancements in accordance with the change
request management process. 

  

	 	(ii)	 Understand requirements, gather documents and conduct application analysis and technical design

  

	 	(iii)	 Develop and test the enhancements 

 

	 	(iv)	 Submit the test results for approval prior to submitting the enhancement to the change management procedures

  

	 	(v)	 Develop a schedule and test plan for LS&Co. approval 

 

	 	(vi)	 Migrate enhancements to production using the normal release management and change management procedures

  

	 	(vii)	 Update all documentation on the applications for changes made with any enhancement 

2.6 CONTINUOUS SERVICE IMPROVEMENT 
  

	 	2.6.1	 Supplier shall deliver Continual Service Improvement in the standard of performance of the Services. All
Continual Service Improvement Program related activities or projects shall be fully documented in a register maintained by Supplier of all Continuous Service Improvement Program initiatives identified during the Term of this Agreement.

  

	 	2.6.2	 The governance of Continual Service Improvement Program shall be in compliance with Governance.

  

	 	(1)	 Quality Reviews: The scope of the Quality Reviews would include review of the Continual Service Improvement
Program. These reviews are to be conducted along with the Quarterly Business Review Board’s meeting every quarter. The metrics to measure the continuous improvements will be agreed upon by both parties at the end of stabilization phase.

  

	 	2.6.3	 Supplier shall ensure that quality tools shall be used for all analysis undertaken for driving improvements and
measuring results, including Fishbone Diagram, C&E Matrix, PDCA, FMEA, Normality Test, CRT Tree, 1 Sample T, Correlation, Simple Linear Regression. 

  

	 	2.6.4	 In addition to the detailed documentation of the analysis, Supplier shall further represent the outcome in the
form of tables or graphs with clear trends, targets and thresholds. 

 2.7 RELEASE AND DEPLOYMENT MANAGEMENT 

 

	 	2.7.1	 Release and Deployment Management includes the planning, scheduling and controlling of the movement of Releases
to test and live environments. Changes are bundled, tested and signed off prior to deployment. Changes are tracked through the Configuration Management Database with pre- and post-audit of the relevant
Release. All processes are to conform to ITIL definitions. 

  

	 	2.7.2	 Supplier is required to contribute to the Release and deployment by ensuring it is able to support the released
Supported Applications and Releases once they enter the production environment. For Releases developed by Supplier as part of Application Support and Maintenance, Supplier will be required to actively release and test these. 

 

	 	2.7.3	 The goal of Release and Deployment Management is to ensure that all technical and non-technical aspects of a Release are dealt with in a coordinated approach. 

  

			
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 2.8 PROCESS MANAGEMENT, STANDARDIZATION AND POLICIES AND PROCEDURES MANUAL 

 

	 	2.8.1	 Supplier will develop and follow specific procedures during the Term, which are to be set out in the Operations
Manual. This Section sets out the requirements for the Operations Manual and the process by which the Operations Manual will be finalized. 

  

	 	2.8.2	 The Operations Manual will describe: 

 

	 	1)	 How Supplier will perform and deliver the Services under this Agreement; 

 

	 	2)	 The equipment and software being used, details of the manner of record-keeping proposed to be implemented, and
the documentation, (for example, operations manuals, user guides, specifications) which provide further details of such activities; 

  

	 	3)	 The activities Supplier proposes to undertake in order to provide the Services, including those directions,
supervision, monitoring, staffing, reporting, planning and oversight activities normally undertaken at facilities that provide services of the type Supplier will provide under this Agreement; 

 

	 	4)	 To the extent not covered in this Agreement, procedures for interaction and communications between Supplier and
LS&Co., covering topics such as call lists, software distribution, implementation change, problem management and escalation procedures, project priority and approval procedures, acceptance testing, quality assurance procedures and user surveys;

  

	 	5)	 The time periods that applies for the purposes of the above; and 

 

	 	6)	 The procedures for interaction, communication and control of third parties in order to deliver the service
management function (for example Incident Management, Problem Management). 

  

	 	2.8.3	 The Operations Manual will include checkpoint reviews, testing, acceptance, and other procedures for LS&Co.
to be assured of the quality of Supplier’s performance. 

  

	 	2.8.4	 The creation, review and finalization of the Program Procedure Manual will be completed within 3 months of
steady state support. 

  

	 	2.8.5	 Until such time as the Operations Manual is approved by LS&Co., Supplier will perform the Services in
accordance with the policies and procedures as established and existing between the Parties at the Effective Date. 

  

	 	2.8.6	 Supplier will continually and at a minimum once each calendar Quarter, review and update the Operations Manual
to reflect changes in the operations or procedures described in that manual. Updates of the Operations Manual will be provided to LS&Co. for review, comment and approval. 

2.9 SYSTEM PERFORMANCE – AVAILABILITY AND CAPACITY MANAGEMENT 

 

	 	2.9.1	 Supplier shall leverage LS&Co.’s existing tool set for application monitoring and bring in their tools
and best practices based upon the feasibility and compatibility 

  

	 	2.9.2	 Supplier shall monitor the Services and report on all key elements of Availability that are obtainable from the
Availability Management systems. 

  

	 	2.9.3	 Supplier shall analyze and maintain Availability metrics (as part of monthly reporting) to proactively predict
expected levels of Availability and report anticipated breaches of defined LS&Co. targets using the current tools and the process at LS&Co. 

  

	 	2.9.4	 Supplier shall understand the business requirements (the required Service Delivery), the organization’s
operation (the current Service Delivery) and the IT Infrastructure (the means of Service Delivery) and ensure that all the current and future Capacity and performance aspects of the business requirements are provided cost-effectively.

  

			
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 2.10 DEMAND MANAGEMENT – APPLICATION ENHANCEMENTS 

 

	 	2.10.1	 Supplier shall perform enhancements in accordance with the enhancement threshold effort designated for each
application group as listed in Section 5—In Scope Applications and Interfaces. 

  

	 	2.10.2	 The threshold defined for an application group needs to be consumed in a month and cannot be carried forward.

  

	 	2.10.3	 On a quarterly basis, the threshold enhancement effort for each application group will be discussed, finalized,
and flexed as feasible between the application groups per agreement between both parties based upon business requirements. On a monthly basis, Supplier will make every attempt on a best effort basis by tapping into resources based on availability to
flex between application groups to accommodate enhancement needs. 

  

	 	2.10.4	 Any effort exceeding the overall threshold that could not be flexed between application groups needs to be
budgeted separately under Application Project scope. 

  

	 	2.11	 DOCUMENTATION – KNOWLEDGE MANAGEMENT 

 

	 	2.11.1	 All functional and technical knowledge captured during transition shall be documented in System Maintenance
Technical Document (SMTD) and all processes will be documented in Execution Process Document (EPD). 

  

	 	2.11.2	 All new and existing documents will be stored in a centralized Repository. 

 

	 	2.11.3	 Supplier shall populate the Service Desk’s KEDB tool to improve the First Contact Resolution Rate of the
Service Desk. 

 2.12 SECURITY AND ACCOUNT MANAGEMENT 

 

	 	2.12.1	 Supplier will perform all activities associated with the set-up and
support of Users and User administration in accordance with LS&Co.’s security model for each applicable LS&Co. region. Requests for User access shall not be processed until LS&Co. has approved such access (e.g., in accordance with
LS&Co.’s designated security models). 

  

	 	2.12.2	 Upon receipt of an approved request from LS&Co. to add an User to access an Application, or to delete or
change the security access profile of an existing user for an Application, Supplier will: 

  

	 	(1)	 Run such request through LS&Co.’s user access tool 

 

	 	(2)	 If permitted by LS&Co.’s user access tool, implement such request. 

 

	 	(3)	 If not permitted by LS&Co.’s User access tool, escalate such request to LS&Co. and work with
LS&Co. to resolve a variance. 

  

	 	(4)	 If the variance is granted by LS&Co, implement such request in accordance with such variance.

  

	 	2.12.3	 Supplier will configure and administer User access groups (as defined in LS&Co.’s designated security
models) and other foundation data setup required to grant access. Supplier will escalate any access groups outside LS&Co.’s security model for review and approval by LS&Co. 

 

	 	2.12.4	 Supplier will perform routine User maintenance as designated by LS&Co. and in accordance with
LS&Co.’s information protection policies, which includes evaluating inactive Users, terminating User accounts, and providing User count by LS&Co. business unit. 

  

			
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 2.13 TESTING AND QUALITY ASSURANCE 

 

	 	2.13.1	 Supplier will recommend the type of testing required for each enhancement during the requirement gathering
phase of any enhancements and seek approval on testing requirement for each enhancement. 

  

	 	2.13.2	 Based upon the type of testing required, Supplier will create test plan and test cases and assets

  

	 	2.13.3	 Provide quality products and services that meet Supplier’s obligations 

2.14 SERVICE COVERAGE 
  

	 	2.14.1	 24X7 service coverage will be provided to all in-scope applications and
interfaces. 

  

	 	2.14.2	 Supplier will provide 8X7 manned support for Workday interfaces with flexibility in shifts to enable adequate
manned coverage in LS&Co. business hours, along with on-call support for P1 and P2 incidents outside the coverage of manned support 

 

	 	2.14.3	 

3. APPLICATION SUPPORT AND MAINTENANCE 

Supplier will be responsible for performing activities related to Application Support and Maintenance of all
In-scope Applications and Interfaces as set forth in the Section 5 to Exhibit 2.3A. 
  

							
	Ref. ID	  	 Principal Activities
	  	Responsibility
	  	Supplier	  	LS&Co.
	AMS.1	  	APPLICATION SUPPORT & MAINTENANCE	  		  	
	AMS.1.1	  	Application Support (Sub Function)	  		  	
	AMS.1.1.1	  	LS&Co. End-user request tickets to be created via Service Desk	  		  	Ö
	AMS.1.1.2	  	Maintain Ticket status for in-scope Applications and Services	  	Ö	  	
	AMS.1.1.3	  	Validate all Ticket information and correct such information with end user/ Services Desk	  	Ö	  	
	AMS.1.1.4	  	Reassigning tickets in accordance with LS&Co. policies and procedures in the event the ticket is not related to an application / Interface in scope of Supplier	  	Ö	  	
	AMS.1.1.5	  	Provide analysis on customer assistance and break-fix tickets to recommend improvements	  	Ö	  	
	AMS.1.1.6	  	Develop work effort planning estimate for resolution/completion of Tickets and communicate such estimate to LS&Co. via e-mail or other electronic means	  	Ö	  	
	AMS.1.1.7	  	Acknowledge and Resolve all in-scope Tickets	  	Ö	  	
	AMS.1.1.8	  	Coordinate, facilitate, own and drive the resolution of Tickets associated with the maintenance of in-scope Applications Services and Interfaces	  	Ö	  	
	AMS.1.1.9	  	Act as a single point of contact for the maintenance of in-scope Applications, Services and Interfaces	  	Ö	  	
	AMS.1.1.10	  	Release manage Tickets and communicate to LS&Co. for review and approval	  	Ö	  	
	AMS.1.1.11	  	Provide end users with proper training on application functionality, application usage expected job functions for in-scope Applications	  		  	Ö

  

			
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	Ref. ID	  	 Principal Activities
	  	Responsibility
	  	Supplier	  	LS&Co.
	AMS.1.1.12	  	Provide previously trained end users with support and guidance, regarding the proper use and functionality of in-scope Applications	  	Ö	  	
	AMS.1.1.13	  	 Revise the required process and technical documents related to any change done by Supplier in the
in-scope Applications and Interfaces including but not limited to the following—Functional/Technical specs, Configuration Document, End User Process Manual, User Work Guides and End user training
documents.
 In case there is no existing documentation, creation of the document will be limited to the change implemented by Supplier
	  	Ö	  	
	AMS.1.1.14	  	Manage Supplier Staff providing in-scope Application maintenance so holidays, vacation or sick time do not degrade Supplier’s ability to meet applicable Service Levels	  	Ö	  	
	AMS.1.1.15	  	Prepare the reports listed in Exhibit 6—reports and otherwise provided for in the Agreement	  	Ö	  	
	AMS.1.1.16	  	Complete training/certification for Supplier Staff as needed in compliance with the requirements of the Master Services Agreement	  	Ö	  	
	AMS.1.1.17	  	 The below is applicable only when an LS&Co. Third Party Contractor needs to be engaged:

For all in scope applications and interfaces, Supplier will take ownership of tickets and coordinate with LS&Co. Third Party Contractors to resolve tickets
and identify and document the root cause analysis. Supplier will act as a single point of contact on the ticket during the resolution process to any external stakeholder in LS&Co. (Ex: Business) and drive any communication on the ticket
status/progress/Root cause within LS&Co. for the in scope applications and interfaces.
 Any escalation to LS&Co. in case of non-co-operation from LS&Co. Third Party Contractors will follow the escalation process laid out in the Process Manual as identified during transition period.
	  	Ö	  	
	AMS.1.1.18	  	Supplier will provide assistance to the LS&Co. Third Party Contractor for any interface incidents having dependency on the applications in scope of Supplier	  	Ö	  	
	AMS.1.1.19	  	Management of escalation raised by Supplier on LS&Co. Third Party Contractor	  		  	Ö
	AMS.1.1.20	  	Maintain the list of applications and interfaces in scope of Supplier in the CMDB in ServiceNow tool.	  	Ö	  	
	AMS.1.1.21	  	Maintain in-scope Applications and administration roles and responsibilities in accordance with the Governance Procedures	  	Ö	  	
	AMS.1.1.22	  	Attend regular status meetings as set forth in Exhibit 5 (Governance) and as otherwise required by LS&Co	  	Ö	  	
	AMS.1.1.23	  	Provide assistance, cooperation and documentation to LS&Co. Third Party Contractors if requested by LS&Co, for the work related to in-scope Applications.	  	Ö	  	

  

			
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	Ref. ID	  	 Principal Activities
	  	Responsibility
	  	Supplier	  	LS&Co.
	AMS.1.1.24	  	Notify LS&Co. Third Party Contractors of potential maintenance/support/enhancement projects if requested by LS&Co.	  	Ö	  	
	AMS.1.1.25	  	Maintain log of requested changes for future maintenance release for in-scope Applications	  	Ö	  	
	AMS.1.1.26	  	Trouble shoot and resolve tickets related to in-scope interfaces in Section 4	  	Ö	  	
	AMS.1.2	  	Application Maintenance (Sub Function)	  		  	
	AMS.1.2.1	  	Develop / resolve in-scope Application code or operational modifications as it relates to identified errors to correct problems where required	  	Ö	  	
	AMS.1.2.2	  	Report Problems by opening a Ticket in accordance with LS&Co.’ Problem management process	  	Ö	  	
	AMS.1.2.3	  	Manage, resolve and escalate reported Problems for the in-scope Applications and databases	  	Ö	  	
	AMS.1.2.4	  	Perform Root Cause Analysis for Business Outage Tickets in Priority 1 and Priority 2 in form of problem management. Root cause analysis will be done for other tickets including Priority 3 on a need basis as part of continuous
improvement process	  	Ö	  	
	AMS.1.2.5	  	Analyze, design, build, test and deploy planned releases to in-scope Applications and/or system enhancements in a defined process	  	Ö	  	
	AMS.1.2.6	  	Update user, system, and operations documentation as necessary	  	Ö	  	
	AMS.1.2.7	  	Providing workarounds as a short-term, quick fix where possible to avoid work stoppage and continue normal business operations	  	Ö	  	
	AMS.1.2.8	  	Prevent production abnormal terminations for in-scope Application	  	Ö	  	
	AMS.1.2.9	  	For any Data reconciliation / integrity issues, Supplier will own identification and resolution of the issue. Supplier will provide technical support to trouble shoot issues. Supplier will support LS&Co. business by providing
data and reports needed for isolation of the issue.	  	Ö	  	
		  	LS&Co. Business will analyze the data and reports to isolate the transaction / master data that caused the issue. If during this analysis, it is apparent that issue is a technical issue, Supplier will own identification of the
root cause and fix the issue.	  		  	
		  	Once the root cause of the issue is identified, Supplier will analyze if data discrepancy / reconciliation issue can be fixed using an existing business application.	  		  	
		  	If issue can be fixed via business application, Supplier will jointly work with the Business users and will make the recommendation to LS&Co. LS&Co. will review the practical feasibility of the recommendation and will
approve such recommendation. LS&Co. business users will fix the data in this case on approval. If issue cannot be fixed using a business application or if LS&Co. does not approve the recommendation of Supplier as stated above due to
feasibility considerations, then Supplier will fix the data programmatically using the Change Management process with guidance from LS&Co. business users.	  		  	

  

			
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	Ref. ID	  	 Principal Activities
	  	Responsibility
	  	Supplier	  	LS&Co.
	AMS.1.2.10	  	Review the recommended solution proposed by Supplier and provide the approval for implementation of data discrepancy/reconciliation issues.	  		  	Ö
	AMS.1.2.11	  	Implement any break-fix identified for in-scope Applications/Interfaces through incident management and proactive monitoring. This includes taking
appropriate action necessary to restore immediate service for in-scope applications to LS&Co., including coordination with LS&Co. Third Party Contractors as required. Identification of any long term
fix needed to prevent the reoccurrence of the problem/incident will be taken up as part of Problem Management. Implementation of long term fix will be prioritized by Supplier and the same will not be part of the enhancement hours.	  	Ö	  	
	AMS.1.2.12	  	Analyze Incident-related Tickets for major Incidents or repeat Incidents to identify Problems and Known Errors	  	Ö	  	
	AMS.1.2.13	  	Coordinate corrections through LS&Co.’s change management and release management processes	  	Ö	  	
	AMS.1.2.14	  	Identify opportunities for incidents to be resolved at first level (Service Desk) and collaborate to with Service Desk	  	Ö	  	
	AMS.1.2.15	  	Provide access to Supplier’s personnel to tools, workstations, software & environments owned by LS&Co. and needed by Supplier for execution of services described in this agreement	  		  	Ö
	AMS.1.3	  	Application Maintenance – Preventive	  		  	
	AMS.1.3.1	  	Identify in-scope Application performance tuning, code restructuring, and other efforts to improve the efficiency and reliability of programs and to minimize ongoing maintenance
requirements where effort estimates fit the threshold of non-business enhancement effort	  	Ö	  	
	AMS.1.3.2	  	Propose enhancements to improve existing performance and take them through LS&Co.’s change management process. Implement enhancements once approved by LS&Co. Effort for implementing such enhancements will be
considered within the enhancement hours bucket only if the enhancement proposed is due to a change or a new business requirement, process flow or expected outcome.	  	Ö	  	
	AMS.1.3.3	  	Assess opportunities to reduce (or avoid) costs associated with in-scope Application Maintenance Services	  	Ö	  	
	AMS.1.3.4	  	Provide estimates of the effort for preventive maintenance	  	Ö	  	
	AMS.1.3.5	  	Monitor and analyze Tickets to identify potential trends and Problems	  	Ö	  	

  

			
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	Ref. ID	  	 Principal Activities
	  	Responsibility
	  	Supplier	  	LS&Co.
	AMS.1.3.6	  	Review and analyze system logs and other commonly available alert and take corrective action	  	Ö	  	
	AMS.1.3.7	  	Identify and assess software patches for in-scope Applications and notify LS&Co. as appropriate	  	Ö	  	
	AMS.1.3.8	  	Any identified and approved patches will be implemented by Supplier as part of regular Service Request within the monthly threshold volume and the hours will not be consumed against any bucket of enhancement hours irrespective of
level of effort.	  	Ö	  	
	AMS.1.3.9	  	Review and approve preventative and patch Maintenance	  		  	Ö
	AMS.1.3.10	  	Identify areas where preventive maintenance might be performed to improve in-scope Application efficiency, in terms of both the performance of the
in-scope Application and any related maintenance effort	  	Ö	  	
	AMS.1.3.11	  	Supplier will be responsible for application monitoring and alerting either by leveraging tools that LS&Co. currently owns Or bring in their tools and best practices based upon the feasibility and compatibility	  	Ö	  	
	AMS.1.3.12	  	LS&Co. to assist Supplier in implementation of the Application Monitoring tools and alerts wherever necessary. Effort needed to implement any tool from Supplier will not be consumed against any enhancement bucket.	  		  	Ö
	AMS.1.4	  	Maintenance—Production Control and Scheduling	  		  	
	AMS.1.4.1	  	Provide in-scope Application maintenance in support of the 24x7 (except during scheduled maintenance hours) production-processing schedule	  	Ö	  	
	AMS.1.4.2	  	Monitor and work with the LS&Co. to update production schedules for in-scope Applications	  	Ö	  	
	AMS.1.4.3	  	Update access and parameter tables contained within in-scope Applications where applicable	  	Ö	  	
	AMS.1.4.4	  	Coordinate with LS&Co. for scheduling jobs	  	Ö	  	
	AMS.1.4.5	  	 Supplier will own the issues with respect to batch scheduling and monitoring for in scope
applications. After restoring service from an unplanned outage, Supplier will insure that:
 •  all
batch jobs are processed/cancelled per application needs
 •  Interface files are process per
application needs
 •  Data is restored per application needs.
	  	Ö	  	
	AMS.1.4.6	  	Assist LS&Co. with scheduling, black-out recovery, job balancing, and production output monitoring for completion and correctness, and monitoring exception logs	  	Ö	  	
	AMS.1.4.7	  	Review production output for correctness for in-scope Applications	  	Ö	  	
	AMS.1.4.8	  	Support production staffs to adapt operational processes and procedures	  	Ö	  	

  

			
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	Ref. ID	  	 Principal Activities
	  	Responsibility
	  	Supplier	  	LS&Co.
	AMS.1.4.9	  	Inform Supplier of planned changes to LS&Co. Equipment, LS&Co. Software and LS&Co.’s network that could impact the in-scope Applications	  		  	Ö
	AMS.1.4.10	  	Assist in forecasting network requirements and bandwidth / capacity for in-scope Applications	  		  	Ö
	AMS.2	  	Application Enhancements	  		  	
	AMS.2.0	  	 Unless otherwise instructed by LS&Co., Supplier shall perform the following for in scope applications and within the cumulative effort
of enhancement threshold as present in Section 5 of this proposed description of Services.

•  If Cumulative effort of Enhancement threshold agreed upon monthly budgeted effort exceeds the
documented in Section 5, then it should be taken thru LS&Co. Application Project Work
	  	Ö	  	
	AMS.2.1	  	Planning	  		  	
	AMS.2.1.1	  	Provide business requirements	  		  	Ö
	AMS.2.1.2	  	Develop the functional and technical specifications	  	Ö	  	
	AMS. 2.1.3	  	Estimate effort required by Supplier to complete the enhancement. For any third party involvement, requirements/dependencies and due date would be passed on to them.	  	Ö	  	
	AMS.2.1.4	  	Develop high level design, functional and technical design as appropriate	  	Ö	  	
	AMS. 2.1.5	  	Prepare schedule for development, testing and release to production	  	Ö	  	
	AMS. 2.1.6	  	Review and approve key enhancement deliverables including but not limited the estimates proposed by Supplier for that enhancement	  		  	Ö
	AMS.2.2	  	Build	  		  	
	AMS.2.2.1	  	Review & approve functional specifications and high level data specifications	  		  	Ö
	AMS.2.2.2	  	Develop software using LS&Co. approved tools	  	Ö	  	
	AMS.2.2.3	  	Configure in-scope Applications	  	Ö	  	
	AMS.2.2.4	  	Construct software for in-scope Applications	  	Ö	  	
	AMS.2.2.5	  	Draft cut over plan, as necessary	  	Ö	  	
	AMS.2.2.6	  	Prepare back out / rollback plan	  	Ö	  	
	AMS.2.2.7	  	Develop data conversion plan, as required	  	Ö	  	
	AMS.2.2.8	  	Adhere to the information security requirements per LS&Co. Global Information Security Policy	  	Ö	  	

  

			
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	Ref. ID	  	 Principal Activities
	  	Responsibility
	  	Supplier	  	LS&Co.
	AMS.2.2.9	  	Conform to LS&Co.’s Standards, including user interface, machine interface, and programming standards (for example, GUI, EDI and IP) for Application Maintenance	  	Ö	  	
	AMS.2.2.10	  	Provide necessary access and permission to Supplier for using the existing LS&Co. infrastructure for enhancements.	  		  	Ö
	AMS.2.2.11	  	Provide software development licenses for enhancements	  		  	Ö
	AMS.2.2.12	  	Provide access and continue using the existing source control tools at LS&Co	  		  	Ö
	AMS.2.3	  	Testing	  		  	
	AMS.2.3.1	  	Develop Test Plans	  	Ö	  	
	AMS.2.3.2	  	Develop Unit Test cases	  	Ö	  	
	AMS.2.3.3	  	Develop Integration and System Testing Test cases whenever applicable	  	Ö	  	
	AMS.2.3.4	  	Review and approval of test plans and test cases	  		  	Ö
	AMS.2.3.5	  	Execute test cases/scripts, with documented evidence (screen prints and/or reports)	  	Ö	  	
	AMS.2.3.6	  	Execute integration and system test cases when applicable (determined at the sole discretion of LS&Co.).	  	Ö	  	
	AMS.2.3.7	  	Execute Regression and Performance test cases when applicable (determined at the sole discretion of LS&Co.).	  	Ö	  	
	AMS.2.4	  	User Acceptance Testing	  		  	
	AMS.2.4.1	  	Provide test plans, test cases, and test scripts (created as part of Integration Testing) for user acceptance testing	  	Ö	  	
	AMS.2.4.2	  	 Supplier will develop and document UAT test cases based on the Integration and System Testing test cases

Any new test cases as required by Business and not covered as part of Integration and System test cases need to be identified by Business Users

The primary ownership of UAT execution will lie with business All UAT test cases will be reviewed and approved by LS&Co.
	  	Ö	  	
	AMS.2.4.3	  	Create test data required by LS&Co. to perform UAT	  		  	Ö
	AMS.2.4.4	  	Assist the business of LS&Co. in execution of UAT test cases, as required	  	Ö	  	
	AMS.2.4.5	  	Execute UAT scripts	  		  	Ö

  

			
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	Ref. ID	  	 Principal Activities
	  	Responsibility
	  	Supplier	  	LS&Co.
	AMS.2.5	  	Training applicability based on mutual agreement between Supplier and LS&Co.	  		  	
	AMS.2.5.1	  	Update existing training material, which includes training materials covering Applications in scope	  	Ö	  	
	AMS.2.5.2	  	Perform training of Key / Super users where necessitated by the change	  	Ö	  	
	AMS.2.5.3	  	Perform end user training where Key / Super users have been trained	  		  	Ö
	AMS.2.6	  	Deployment and Implementation	  		  	
	AMS.2.6.1	  	Coordinate release activity, sequence of events with LS&Co.’s quality assurance group and LS&Co.’s application services group	  	Ö	  	
	AMS.2.6.2	  	Develop and communicate release deployment plan and roll back plan for any changes and bug fixes for in-scope Applications and Interfaces	  	Ö	  	
	AMS.2.6.3	  	Migrate data load scripts, reports and stored procedures; request scheduling of batch jobs, confirm completion of batch jobs, and take appropriate corrective action, if needed	  	Ö	  	
	AMS.2.6.4	  	Review and approve implementation plans	  		  	Ö
	AMS.2.6.5	  	Communicate the implementation plan to all parties participating in the implementation	  	Ö	  	
	AMS.2.6.6	  	Communicate implementation timing and other relevant information to business and end users.	  	Ö	  	
	AMS.2.6.7	  	Confirm successful execution of implementation; including all data migration and initial batch job execution.	  	Ö	  	
	AMS.2.6.8	  	Promote to Production	  	Ö	  	
	AMS.2.6.9	  	Provide go-live support	  	Ö	  	
	AMS.2.6.10	  	Manage and maintain Applications during Stabilization Period	  	Ö	  	
	AMS.2.7	  	Support for Project Work	  		  	
	AMS.2.7.1	  	Request assistance from Supplier in Projects.	  		  	Ö
	AMS.2.7.2	  	 Render support to Application Projects team for any Projects as agreed upon during the Project Initiation phase.

Any such assistance provided by Supplier should be identified during the Project initiation phase and budgeted separately against Production Support
bucket.
	  	Ö	  	
	AMS.2.7.3	  	Supplier will start supporting the projects post Go Live after the post Go Live support period of the Project team is complete and defined exit criteria for a Project to Support cutover is met.	  	Ö	  	

  

			
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	Ref. ID	  	 Principal Activities
	  	Responsibility
	  	Supplier	  	LS&Co.
	AMS.3	  	CROSS FUNCTIONAL	  		  	
	AMS.3.1	  	Service Reporting	  		  	
	AMS.3.1.1	  	Capture data required to support Service Levels and operational metrics	  	Ö	  	
	AMS.3.1.2	  	Submit agreed upon performance reports as defined in Exhibit 6 – Reports	  	Ö	  	
	AMS.3.1.3	  	Report on identified performance improvements	  	Ö	  	
	AMS.3.1.4	  	Produce monthly scorecard	  	Ö	  	
	AMS.3.1.5	  	Facilitate publication meeting to review performance in accordance with Exhibit 6 – Governance	  	Ö	  	
	AMS.3.1.7	  	Review scorecard – LS&Co. supplier management reviews data and provides feedback on any issues	  		  	Ö
	AMS.3.1.8	  	Enablement of fields to measure the agreed service levels	  		  	Ö
	AMS.3.2	  	Compliance / Quality	  		  	
	AMS.3.2.1	  	Maintain and enhance the quality assurance documents to ensure that Application Maintenance & Support services are performed in an accurate and timely manner and in compliance with LS&Co.’s required audits
within permissible limits (once a year).	  	Ö	  	
	AMS.3.2.2	  	Ensure that consistent processes for delivery of services and documentation are followed across all teams	  	Ö	  	
	AMS.3.2.3	  	Establish and follow rules and guidelines for creation and maintenance of technical documentation	  	Ö	  	
	AMS.3.3	  	Security	  		  	
	AMS.3.3.1	  	Supplier will follow the security policies of LS&Co. and act on any reported violations.	  	Ö	  	
	AMS.3.3.2	  	All Security Policies and procedures to be shared with Supplier during transition.	  		  	Ö
	AMS.4.	  	Leadership and General Management	  		  	
	AMS.4.1	  	Work with LS&Co. to establish medium to long term strategy for service evolution	  	Ö	  	
	AMS.4.2	  	Establish policies and procedures for the service provided by Supplier	  	Ö	  	
	AMS.4.3	  	Comply with established policies and procedures	  	Ö	  	
	AMS.4.4	  	Ensure only approved work is executed by vendor	  	Ö	  	
	AMS.4.5	  	Provide technical leadership and direction	  	Ö	  	

  

			
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EXECUTION VERSION

 

							
	Ref. ID	  	 Principal Activities
	  	Responsibility
	  	Supplier	  	LS&Co.
	AMS.4.6	  	Provide leading practices where applicable	  	Ö	  	
	AMS.4.7	  	Build medium to long term skill level demand forecasts for operational as well as project/ enhancement work	  	Ö	  	
	AMS.4.8	  	Maintain end user satisfaction with IT services	  	Ö	  	
	AMS.4.9	  	Assure compliance with all Agreement terms and conditions	  	Ö	  	
	AMS.4.10	  	Support / implement continuous improvement opportunities	  	Ö	  	
	AMS.4.11	  	Administer issue, risk and governance processes in control of Supplier	  	Ö	  	
	AMS.4.12	  	Work closely with Supplier to mitigate risks / issues pertaining to LS&Co. Third Party Contractors	  		  	Ö
	AMS.4.13	  	Provide timely reporting in the delivery of services	  	Ö	  	
	AMS.4.14	  	Generate monthly invoice for Supplier Services	  	Ö	  	
	AMS.5	  	DEMAND MANAGEMENT AND CAPACITY PLANNING for Application Enhancements	  		  	
	AMS.5.1	  	Demand Planning	  		  	
	AMS.5.1.1	  	Develop Annual Plan/Budget for year	  		  	Ö
	AMS.5.1.2	  	Supplier to define a process for demand Forecast Planning on a defined periodic basis for enhancements to be performed in each application group. LS&Co. will provide the inputs required to Supplier on the future enhancements
as per the defined process.	  	Ö	  	
	AMS.5.1.3	  	The list of enhancements and the priority will be determined by LS&Co. and shared to Supplier	  		  	Ö
	AMS.5.1.4	  	Participate in Annual Plan / Budget for year and quarterly forecast plan	  	Ö	  	
	AMS.5.1.5	  	Participate in the documentation and communication of annual plan/Budget	  	Ö	  	
	AMS.5.1.6	  	Review plan prepared by Supplier monthly and quarterly and communicate changes	  		  	Ö
	AMS.5.1.7	  	Project Teams will prioritize and approve enhancements and required modifications	  		  	Ö
	AMS.5.1.8	  	Notify requester and Supplier of approval or rejection	  		  	Ö
	AMS.5.1.9	  	Supplier will assist LS&Co. with estimation for any business events planned in the quarter	  	Ö	  	

  

			
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EXECUTION VERSION

 

							
	Ref. ID	  	 Principal Activities
	  	Responsibility
	  	Supplier	  	LS&Co.
	AMS.5.2	  	Capacity Planning	  		  	
	AMS.5.2.1	  	 Align Supplier’s resource capacity with forecasted demand and any adjustments communicated by LS&Co. for unplanned
enhancements.
 Any unplanned enhancement will be catered to by Supplier on a best effort basis. If the enhancement requires additional resources for
implementation, a lead of time 1 month is required by Supplier to onboard the resource.
	  	Ö	  	
	AMS.5.2.2	  	Develop capacity plan and staffing plan to support forecasted demand plan in resources and skills	  	Ö	  	
	AMS.5.2.3	  	 Maintain appropriate skills at all times as per plan agreed between LS&Co. and Supplier based on monthly/quarterly forecasts and for
any unplanned enhancements that is communicated by LS&Co. to Supplier which was not available during the forecast timeline.
 Any unplanned enhancement
will be catered to by Supplier on a best effort basis. If the enhancement requires additional resources for implementation, a lead of time 1 month is required by Supplier to onboard the resource.
	  	Ö	  	
	AMS.5.2.4	  	Provide estimates for capacity consumption and out-of-scope projects	  	Ö	  	
	AMS.5.2.5	  	Review and approve the capacity plan and staffing plan	  		  	Ö
	AMS.5.2.6	  	Review capacity plan and staffing plan periodically and communicate changes	  	Ö	  	

  

  

			
	LS&Co. – Attachment 2.3.7 – Description of Services – Information Technology Services – IT Applications	  	Page 17

			
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EXECUTION VERSION

 

 MASTER SERVICES AGREEMENT* 

By and Between 
 Levi
Strauss & Co., 
 And 

Wipro Limited 

November 7, 2014 

Exhibit 2 
 Description
of Services 
 Attachment 2.3.7-A 

Description of Services – Information Technology Services 

IT Applications—Applications in Scope 
  

	*	 Certain information in this exhibit has been omitted and filed separately with the Securities and Exchange
Commission. Confidential treatment has been requested with respect to the omitted portions marked with [****]*. 

			
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EXECUTION VERSION

 

					
	Confidential	  	 

	  	
	Execution Version	  	Appendix A
		
	 Appendix A
	  	
	
	 Application Portfolio—Application Support

	
	MASTER SERVICES AGREEMENT*

  

			
	        LSA	  	Levi Strauss Americas
	        LSE	  	Levi Strauss Europe
	        AMA	  	Levi Strauss Asia, Middle East, Africa

  

																																			
	 Application

Group
	 	 Function
	 	 App Suite
	 	 Application

/ Module
	 	 Criticality
	 	 Complexity
	 	 Global

App
	 	 Regional App (If

applicable)
	 	Scope of
Support	 	 Brief

Description
 of

Application

Functionality
	 	 O/S
	 	 Languages
	 	Number
of Users	 	Support
Level	 	Language
Support
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 Corp
	 	 LSA
	 	 AMA
	 	 LSE
	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	ALL	 	Interfaces	 	Interfaces	 	Interface Controls	 	L	 	M	 	X	 		 		 		 		 	Application
Support	 	Web app used in command center to track interface status for major interfaces	 	MS/SQL Server	 	[****]*	 	10	 	Level 2
Support	 	
	Corp & BI	 	Corp & BI	 		 	AR Portal	 	M	 	M	 		 		 		 	X	 		 	Application
Support	 	Internally hosted web based portal to transmit, view and manage the different AR Documents with Customers in APD	 	WIN 2008 SP2 IIS 7.0 SQL Server 2008 64 bit (SP2)	 	[****]*	 	150-200	 	Level 2
Support	 	
	Corp & BI	 	Content Management	 	[****]*	 	[****]*	 	M	 	M	 	X	 		 		 		 		 	Application
Support	 	File Management Application which stores content/data to support different processes (logistics, payroll, SSC)	 		 		 		 	Level 2
Support	 	
	Corp & BI	 	Finance	 		 	[****]*	 	M	 	M	 	X	 		 		 		 		 	Application
Support	 	System where Royalty payments are processed	 		 		 	10	 	Level 2
Support	 	
	Corp & BI	 	Finance	 	[****]*	 	CAPA (Cost Accounting & Profitability Analysis)	 	M	 	M	 		 		 	X	 		 		 	Application
Support	 	Product (Std) Costing	 	HP3000	 	[****]*	 	5	 	Level 2
Support	 	
	Corp & BI	 	Finance	 	[****]*	 	[****]*	 	H	 	M	 		 		 	X	 		 		 	Application
Support	 	LSC Financial System—Accts Payable / General Ledger (APGL)	 	Wintel	 	[****]*	 	20	 	Level 2
Support	 	
	Corp & BI	 	Corp & BI	 	[****]*	 	[****]*	 	H	 	H	 	X	 		 		 		 		 	Application
Support	 	Master data management tool which can be used for both [****]* and non-[****]* applications.	 	Windows Server 2008 64 bit	 	[****]*(category to which [****]* suite of products belongs) spans multiple services, including [****]* and developer tools, integration services, business intelligence, collaboration, and content management.
[****]* depends on open standards such as [****]*	 	~10	 	Level 2
Support	 	
	Corp & BI	 	Corp & BI	 	[****]*	 	[****]*	 		 		 	X	 		 		 		 		 	Application
Support	 		 		 		 		 		 	
	Corp & BI	 	Corp & BI	 		 	[****]*	 	H	 	M	 		 		 		 	X	 		 	Application
Support	 	Datawarehouse for [****]* 	 	Windows	 	[****]*	 	200	 	Level 2
Support	 	
	Corp & BI	 	Corp & BI	 	[****]*	 	FDM - Financial Data Management	 	H	 	H	 	X	 		 		 		 		 	Application
Support	 	Purpose-built ETL (extract, transform, load) tool for [****]* products. At LSCO, this is specifically used for loading data to [****]*. Until the deployment of the HOP1 project in FY14, it also loaded data to Hyperion
Essbase.	 	Windows Server 2008 64 bit	 	[****]*(category to which [****]* suite of products belongs) spans multiple services, including [****]* and developer tools, integration services, business intelligence, collaboration, and content management.
[****]* depends on open standards such as [****]*	 	~118	 	Level 2
Support	 	
	Corp & BI	 	Corp & BI	 	Content Management	 	[****]*:	 	M	 	M	 		 	X	 		 		 		 	Application
Support	 	File Management Application which stores content/data to support different processes (logistics, payroll, SSC)	 	Windows Server 2008 6.1 build 7601 Service Pack 1 Windows Server 2008 R2 6.1 build 7601 Service Pack 1 x86	 	Unknown (since it’s a vendor code)	 	75-150	 	Level 2
Support	 	
	Corp & BI	 	Corp & BI	 	[****]*	 	HFM - Hyperion Financial Management	 	H	 	H	 	X	 		 		 		 		 	Application
Support	 	Global financial translation and consolidation application for LSCO statutory reporting.	 	Windows Server 2008 64 bit	 	[****]* (category to which [****]* suite of products belongs) spans multiple services, including [****]* and developer tools, integration services, business intelligence, collaboration, and content management.
[****]* depends on open standards such as [****]*	 	~ 235	 	Level 2
Support	 	

  

			
		  	

			
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EXECUTION VERSION

 

																																			
	 Application

Group
	 	 Function
	 	 App Suite
	 	 Application

/ Module
	 	 Criticality
	 	 Complexity
	 	 Global

App
	 	 Regional App (If

applicable)
	 	Scope of
Support	 	 Brief

Description
 of

Application

Functionality
	 	 O/S
	 	 Languages
	 	Number
of Users	 	Support
Level	 	Language
Support
	Corp & BI	 	Corp & BI	 	Hyperion	 	HFR - Hyperion Financial Reporting	 	H	 	M	 	X	 		 		 		 		 	Application
Support	 	Reporting tool for Hyperion suite of products, including HFM and Essbase.	 	Windows Server 2008 64 bit	 	[****]* (category to which [****]* suite of products belongs) spans multiple services, including [****]* and developer tools, integration services, business intelligence, collaboration, and content management.
[****]* depends on open standards such as [****]*	 	~486	 	Level 2
Support	 	
	Corp & BI	 	Corp & BI	 	Hyperion	 	Hyperion (Essbase)	 	H	 	H	 	X	 		 		 		 		 	Application
Support	 	Multidimensional database management system (MDBMS) that provides a multidimensional database platform upon which to build analytic applications	 	Windows Server 2008 64 bit	 		 	~250	 	Level 2
Support	 	
	Corp & BI	 	Corp & BI	 	DWH	 	NXPDC	 	M	 	L	 		 		 	X	 		 		 	Application
Support	 	This is actually Non Xpert Point of Sale Data Conversion tool (NXPDC) to capture non Raymark store data feeds/transactions	 	Win2003 ( By July it will be upgraded to Win2008)	 	Langauges Supported = English DB = SQL Server 2005 (Will be upgraded to 2008R2 by Jun’14)	 	No direct
users for
this
application.
It is a
middleware.
The output
of the
application
is
consumed
by DWH
and SAP	 	Level 2
Support	 	
	Corp & BI	 	Corp & BI	 		 	Winshuttle	 	M	 	M	 	X	 		 		 		 		 	Application
Support	 	Automation Application to upload/download data into SAP	 	Windows 2008	 	ABAP + WS Vendor Code	 	100-150	 	Level 2
Support	 	
	eCommerce	 	eCommerce	 		 	Endeca	 	H	 	M	 	X	 		 		 		 		 	Application
Support	 	Search engine w/ filtering	 	Linux	 	Java	 	LSE
Consumers	 	Level 2
Support	 	
	eCommerce	 	eCommerce	 		 	Interfaces between eCommerce and SAP	 	H	 	M	 		 		 	X	 		 		 	Application
Support	 	Interfaces support for AMA. Sales and Stock movement at end of day for stores from eCommerce to SAP (Not on Sterling Commerce)	 		 		 		 		 	
	eCommerce	 	eCommerce	 		 	Hybris - SAP	 	H	 	M	 		 		 		 	X	 		 	Application
Support	 	DevOps, perform releases in non-prod environment such as Dev to QA to Pre-prod environments	 		 		 		 		 	
	eCommerce	 	eCommerce	 	SAP	 	Hybris - SAP	 	H	 	M	 		 		 		 	X	 		 	Application
Support	 	eCommerce Platform (additional information provided on the eCommerce Information tab)	 	Linux	 	Java	 	LSE
Consumers	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	Manufacturing	 	Andromeda	 	H	 	H	 	X	 		 		 		 		 	Application
Support	 	Shop Floor System for O&O Manufacturing an Finishing centers	 	Windows Server/Windows Client	 	C#, Sql Server	 	400+	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	WMS	 	ANZ VCE	 	H	 	M	 		 		 	X	 		 		 	Application
Support	 	Warehouse management	 	Win 7	 	VB/ SQL	 		 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	LSC Bespoke	 	AS400—WMS	 	H	 	M	 		 	X	 		 		 		 	Application
Support	 	[LSC]* Warehouse Mgt System (WMS)	 	OS 400	 	RPG 400 / DB 400	 	30	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	VAS	 	Australia StarTrack	 	H	 	M	 		 		 	X	 		 		 	Application
Support	 	value added service	 	Win 7	 	VB/ SQL	 		 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	Inbound Logistics	 	CARTS	 	H	 	H	 	X	 		 		 		 		 	Application
Support	 	Inbound Packing, Shipping	 	Windows Server/Windows Client	 	C#, Sql Server	 	800+	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	Inbound Logistics	 	CARTSWeb	 	H	 	H	 	X	 		 		 		 		 	Application
Support	 	Shipment Tracking, Shipment Creation	 	Windows Server	 	Javascript/Sql Server	 	100+	 	Level 2
Support	 	
	Corp & BI	 	Corp & BI	 	[****]*	 	[****]*	 	M	 	M	 		 	X	 		 		 		 	Application
Support	 	LSC Data Warehouse	 	Wintel	 	Crystal reports for Canada	 	75	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	H	 	H	 		 	X	 		 	X	 		 	Application
Support	 	Unit sorter for order fulfillment at [****]* and [****]* based distribution facilities	 	Sun OS	 	[****]*	 	300+	 	Level 1
support
(onsite)
Level 2
& 3 are
vendor
supported	 	

  

			
		  	

			
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EXECUTION VERSION

 

																																			
	 Application

Group
	 	 Function
	 	 App Suite
	 	 Application

/ Module
	 	 Criticality
	 	 Complexity
	 	 Global

App
	 	 Regional App (If

applicable)
	 	Scope of
Support	 	 Brief

Description
 of

Application

Functionality
	 	 O/S
	 	 Languages
	 	Number
of Users	 	Support
Level	 	Language
Support
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	H	 	H	 		 	X	 		 		 		 	Application
Support	 	Wave Planning and Replenishment tool for warhouse operations.	 	Windows Server	 	[****]*	 	50	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	H	 	H	 		 	X	 		 		 		 	Application
Support	 	Reporting tool for warehouse operations. 3 implementations, [****]*	 	Windows Server	 	[****]*	 	100+	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	H	 	H	 	X	 		 		 		 		 	Application
Support	 	Commercial sample development process and order management	 	Windows	 	[****]*	 	50	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	H	 	H	 	X	 		 		 		 		 	Application
Support	 	Vendor access to Tech Pack, components, specifications, reference documents, and Licensee upload	 	Windows	 	[****]*	 	250	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	H	 	H	 	X	 		 		 		 		 	Application
Support	 	Raw material and product costing	 	Windows	 	[****]*	 	191	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	H	 	H	 	X	 		 		 		 		 	Application
Support	 	Concept Development, Line Planning, Material Development, Color Development, Lab dip Management, Specifications Development, Costing, Reporting for all Brands	 	Windows	 	[****]*	 	1050	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	H	 	M	 		 	X	 		 		 		 	Application
Support	 	Customer [****]* Transactions	 	HP3000	 	[****]*	 	20 Accts	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	H	 	M	 		 	X	 		 		 		 	Application
Support	 	Maintains size distribution profiles to support calculation of Size level Forecast from Product Level Forecast, Tightly Integrated to [****]*, shares [****]* database	 	Front End = Windows 7 Backend HPUX/Oracle	 	[****]*	 	~30	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	H	 	M	 		 		 		 	X	 		 	Application
Support	 	Tool used by LSE distribution centers to produce and print Customs declaration forms, invoices etc	 	Windows Server	 	[****]*	 	20	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	H	 	M	 		 		 		 	X	 		 	Application
Support	 	Tool used by LSE distribution centers to process return murchandise	 	Windows Server	 	[****]*	 	20	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	M	 	M	 		 		 		 	X	 		 	Application
Support	 	Tool used by LSE distribution centers to process “Value Added Services” i.e.Labels, Price tickets, Special Instructions etc	 	Windows Server	 	[****]*	 	200+	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	H	 	H	 	X	 		 		 		 		 	Application
Support	 	Concept Development, Line Planning, Material Development, Color Development, Lab dip Management, Specifications Development, Vendor Portal, Costing, Reporting	 	Windows	 	[****]*	 	1200	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	M	 	L	 		 	X	 		 		 		 	Application
Support	 	Account Planning / Corporate Forecasting tool.	 	Wintel	 	[****]*	 	20	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	M	 	M	 	X	 		 		 		 		 	Application
Support	 	Product Integrity/Quality reporting and tracking	 	Windows Server	 	[****]*	 	600+	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	M	 	M	 	X	 		 		 		 		 	Application
Support	 	Source of Record for Product Attributes, Attribute Values, and Master Product Hierarchies.	 	Windows Server	 	[****]*	 	5	 	Level 2
Support	 	

  

			
		  	

			
	CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY	  	 CONFIDENTIAL

EXECUTION VERSION

 

																																			
	 Application

Group
	 	 Function
	 	 App Suite
	 	 Application

/ Module
	 	 Criticality
	 	 Complexity
	 	 Global

App
	 	 Regional App (If

applicable)
	 	Scope of
Support	 	 Brief

Description
 of

Application

Functionality
	 	 O/S
	 	 Languages
	 	Number
of Users	 	Support
Level	 	Language
Support
	Global Supply Chain	 	Global Supply Chain	 	Demand Planning	 	[****]*	 	M	 	M	 		 		 	X	 		 		 	Application
Support	 	Assortment, replenishment, allocation demand planning	 	win7	 	[****]*	 	~70	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	Korea DAS	 	H	 	M	 		 		 	X	 		 		 	Application
Support	 	Warehouse management	 	win 7	 	[****]*	 		 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	LDS—Canada	 	H	 	H	 		 	X	 		 		 		 	Application
Support	 	Order to Cash / Master Files /Acct Receivables/ Inventory	 	HP3000	 	[****]*	 	75	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 		 	LSAMA—WMS	 		 		 		 		 	X	 		 		 	Application
Support	 	Warehouse management system used in Northhampton, System of record for inventory. Controls all receiving and order fulfillment activities within the warehouse, including putaway, picking, packing, carton labeling and trailer
loading.	 	QNX	 	[****]*	 	200	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	M	 	M	 		 	X	 		 		 		 	Application
Support	 	Maintains production routing and leadtimes, Tightly Integrated to Manugistics, shares [****]* database	 	Front End = Windows 7 Backend HPUX/Oracle	 	[****]*	 	~50	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	M	 	H	 		 		 	X	 		 		 	Application
Support	 	Maintains size distribution profiles to support calculation of Size level Forecast from Product Level Forecast,	 	Front End = Windows 7 Backend HPUX/Oracle	 	[****]*	 	~50	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	H	 	H	 		 	X	 		 	X	 		 	Application
Support	 	Warehouse management system used in Hebron and Canton facilities, System of record for inventory. Controls all receiving and order fulfillment activities within the warehouse, including putaway, picking, packing, carton labeling and
trailer loading.	 	QNX	 	[****]* This is a version of MANDATE taylored to UK operation	 	400	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	H	 	M	 		 		 	X	 		 		 	Application
Support	 	Forecast Calculations Product to Size, Fininished Goods inventory planning, Safety Stock Calulations, Forecast consumption, Production planning, Production Issuance	 	HP/UX / Oracle	 	[****]*	 		 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	H	 	M	 		 	X	 		 		 		 	Application
Support	 	Fininished Goods inventory planning, Safety Stock Calulations, Forecast consumption including prepack and Breakpack consumption, Inventory Deployment and cross docking Calulations, Size level productions plans to SAP ATP
processing,	 	HP/UX / Oracle	 	[****]*	 	Limited
direct users,
mostly
batch
processing
and data
generation—Information
in DB and
results of
various
calulations
are used
many
business
processes -	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	H	 	M	 		 	X	 		 		 		 	Application
Support	 	Calculates Constrained Size level Production orders for ATP	 	HP/UX / Oracle	 	[****]*	 		 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	H	 	M	 		 	X	 		 		 		 	Application
Support	 	Forecast Calculations Product to Size, Account Level Forecast Management,. Forecast Accurracy capture prouct/size/account,	 	HP/UX / Oracle	 	[****]*	 		 	Level 2
Support	 	

  

			
		  	

			
	CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY	  	 CONFIDENTIAL

EXECUTION VERSION

 

																																			
	 Application

Group
	 	 Function
	 	 App Suite
	 	 Application

/ Module
	 	 Criticality
	 	 Complexity
	 	 Global

App
	 	 Regional App (If

applicable)
	 	Scope of
Support	 	 Brief

Description
 of

Application

Functionality
	 	 O/S
	 	 Languages
	 	Number
of Users	 	Support
Level	 	Language
Support
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	H	 	M	 		 		 		 	X	 		 	Application
Support	 	Supply planning on [****]*	 	win7/Unix/Citrix	 	[****]*	 	~ 300 (SP,
logistics,
CP, SSM)	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	H	 	M	 		 		 	X	 		 		 	Application
Support	 	Forecast Calculations Product to Size, Forecast Accuracy capture product/size/account, Finished Goods inventory planning, Safety Stock Calculations, Production planning, Production Issuance	 	HP/UX / Oracle	 	[****]*	 		 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	M	 	L	 		 		 	X	 		 		 	Application
Support	 	Maintains size distribution profiles to support calculation of Size level Forecast from Product Level Forecast, Maintains production routing and leadtimes, Tightly Integrated to Manugistics, shares LS Canada manu database	 	Front End = Windows 7 Backend HPUX/Oracle	 	[****]*	 	~10	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	LSC Bespoke	 	Order issuance System	 	M	 	L	 		 		 	X	 		 		 	Application
Support	 	Contract Sizing / Order Issuance	 	Wintel	 	[****]*	 	10	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	WMS	 	ORION	 	H	 	M	 		 		 	X	 		 		 	Application
Support	 	Manage interfaces between components of WMS and external systems. Handles file traffic to/from WMS and CARTS/SAP. Provides integration between the apps within the WMS for Prepack manufacturing and for Consolidation orders. Creating
and managing internal work orders that are not SAP provided.	 	Windows Server	 	C#	 	400	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	PI	 	PIWeb (Backend Support only — Oracle, SQL Server, SAS)	 	M	 	M	 		 	X	 		 		 		 	Application
Support	 	Product Integrity/Quality reporting and tracking	 	Windows Server	 	Javascript/HTML/SAS	 	600+	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	Red Prairie	 	Red Prairie (Henderson, NV)	 	H	 	H	 		 		 	X	 		 		 	Application
Support	 	Warehouse management system used in Henderson NV System of record for inventory. Controls all receiving and order fulfillment activities within the warehouse, including putaway, picking, packing, carton labeling and trailer
loading.	 	Windows Server	 	Mixed (Java, C#, Mocha, SQL)	 	250	 	Level 1
and
Level 2
support	 	
	Global Supply Chain	 	Global Supply Chain	 	Red Prairie	 	Red Prairie (San Martine, MX)	 	H	 	H	 		 		 	X	 		 		 	Application
Support	 	Warehouse management system used in San Martine, MX System of record for inventory. Controls all receiving and order fulfillment activities within the warehouse, including putaway, picking, packing, carton labeling and trailer
loading.	 	Windows Server	 	Mixed (Java, C#, Mocha, SQL)	 	100	 	Level 2
Support	 	

  

			
		  	

			
	CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY	  	 CONFIDENTIAL

EXECUTION VERSION

 

																																			
	 Application

Group
	 	 Function
	 	 App Suite
	 	 Application

/ Module
	 	 Criticality
	 	 Complexity
	 	 Global

App
	 	 Regional App (If

applicable)
	 	Scope of
Support	 	 Brief

Description
 of

Application

Functionality
	 	 O/S
	 	 Languages
	 	Number
of Users	 	Support
Level	 	Language
Support
	Global Supply Chain	 	Global Supply Chain	 	WMS	 	SageX	 	H	 	H	 		 		 	X	 		 		 	Application
Support	 	Manage automated material handling equipment in CASI Warehouse. Component of CASI WMS. Working in close integration with MANDATE, controls conveyors, storage units and other MHE within the warehouse.
PC-based control system used in lieu of the more conventional PLC systems	 	QNX	 	ANSI C	 	400	 	Level 2
Support
Level 1
onsite	 	
	Global Supply Chain	 	Global Supply Chain	 	Manugistics	 	SMART—Shipments Modify Analysis Review Tool	 	M	 	M	 		 		 	X	 		 		 	Application
Support	 	Modification of deployment orders to Carts. Tightly Integratd to Manugistics, shares manu database	 	Front End = Windows 7 Backend HPUX/Oracle	 	Excel VP for Applications	 	8	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	PI	 	Source Audit Report (SAR) >> (Backend Support only — SQL Server, SAS)	 	M	 	L	 		 	X	 		 		 		 	Application
Support	 	Product Integrity/Quality reporting and tracking Module	 	Windows Server	 	Javascript/HTML/SAS	 	600+	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 		 	STARTRACK	 		 		 		 		 		 	X	 		 	Application
Support	 	Order Management and high level inventory management for CASI CSC. Component of CASI WMS. Receives customer orders from SAP, matches to inventory, cartonizes and prepares work for the warehouse. Reports inventory and order
fulfillment activity to upstream systems.	 	Unix (Currently HP UX) migrating to Linux SUSE	 	C++	 	100	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	LSC Bespoke	 	Styleman	 	H	 	M	 		 		 	X	 		 		 	Application
Support	 	Direct Procurement / Contract Tracking	 	Unix	 	Progress / Oracle	 	10	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	Tekconsole	 	Tekconsole	 	H	 	H	 		 		 		 	X	 		 	Application
Support	 	Used to operate handheld scanners in our distribution centers	 	Windows	 		 	50	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	WMS	 	TranMan	 	H	 	H	 		 		 	X	 		 		 	Application
Support	 	Outbound Transportation management for CASI CSC. Component of CASI WMS. Plans and manages outbound transportation activities including carrier management and routing, load planning and capacity, load completion and reconciliation.
Generates all required documentation	 	Unix (Currently HP UX) migrating to Linux SUSE	 	C++	 	100	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	WMS	 	USAC	 	H	 	M	 		 		 	X	 		 		 	Application
Support	 	1. Printing of customer specific form ( Price tag, Delivery Summary , Carrier Data form , ASN, Customer Invoice ) and 2. send customer specific EDI (Invoice , Confirmation ) 3. Finance reconciliation ( A/R Reconciliation ) 4. Data
interface to Sigma SAP	 	win7	 	[****]*	 	~10	 	Level 2
Support	 	

  

			
		  	

			
	CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY	  	 CONFIDENTIAL

EXECUTION VERSION

 

																																			
	 Application

Group
	 	 Function
	 	 App Suite
	 	 Application

/ Module
	 	 Criticality
	 	 Complexity
	 	 Global

App
	 	 Regional App (If

applicable)
	 	Scope of
Support	 	 Brief

Description
 of

Application

Functionality
	 	 O/S
	 	 Languages
	 	Number
of Users	 	Support
Level	 	Language
Support
	Global Supply Chain	 	Global Supply Chain	 	PI	 	[****]*	 	M	 	L	 	X	 		 		 		 		 	Application
Support	 	Product Integrity/Quality reporting and tracking Module	 	Windows Server	 	[****]*	 	600+	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	LSC Bespoke	 	[****]*	 	H	 	L	 		 	X	 		 		 		 	Application
Support	 	UVM / UPC printing	 	Wintel	 	[****]*	 	5	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	Manufacturing	 	[****]*	 	L	 	L	 		 		 		 	X	 		 	Application
Support	 	Material Utilization and Optimization reporting and data entry	 	Front End = Windows 7 Backend HPUX/Oracle	 	[****]*	 	50+	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	H	 	M	 	X	 		 		 		 		 	Application
Support	 	Specifications Development, TechPack Generation for product manufacturing sourcing	 	Windows	 	[****]*	 	40	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	WMS	 	[****]*	 	H	 	M	 		 		 	X	 		 		 	Application
Support	 	Picking function for [****]* DC.	 	WinXP/Win7	 	[****]*	 	~15	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	WMS	 	[****]*	 	H	 	M	 		 		 		 	X	 		 	Application
Support	 	This is a front-end application to the UK Mandate warehouse control system. It processes the interface data, prepares for upload to Mandate, and creates the picking waves. (LSE WLM)	 	Windows Server	 	[****]*	 	75	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	MHE	 	[****]*	 	H	 	M	 		 	X	 		 		 		 	Application
Support	 	Warehouse Control System Interfacing to [****]*	 	WinXP	 	[****]*	 	100	 	Level 1
and
Level 2
for
infrastructure
components.
Vendor
support
for L2
Apps.	 	
	Global Supply Chain	 	Global Supply Chain	 	MHE	 	[****]*	 	H	 	M	 		 	X	 		 		 		 	Application
Support	 	Warehouse Control System Interfacing to [****]*	 	WinXP	 	[****]*	 	100	 	Level 1
and
Level 2
for
infrastructure
components.
Vendor
support
for L2
Apps.	 	
	Global Supply Chain	 	Global Supply Chain	 	MHE	 	[****]*	 	H	 	M	 		 	X	 		 		 		 	Application
Support	 	Warehouse Control System Interface to [****]*, Shipping Controls	 	WinXP	 	[****]*	 	100	 	Level 1
and
Level 2
for
infrastructure
components.
Vendor
support
for L2
Apps.	 	
	Global Supply Chain	 	Global Supply Chain	 	WMS	 	Workload Management	 	H	 	H	 		 	X	 		 		 		 	Application
Support	 	Order Management and high level inventory management for [****]* CSC. Component of [****]* WMS. Receives customer orders from SAP, matches to inventory, cartonizes and prepares work for the warehouse. Reports inventory
and order fulfillment activity to upstream systems.	 	Unix (Currently HP UX) migrating to Linux SUSE	 	[****]*	 	100	 	Level 2
Support	 	
	Retail	 	Retail	 	POS	 	[****]*	 	M	 	M	 		 		 	X	 		 		 	Application
Support	 	Collect other brand sales data in dept store	 	Window Server	 	[****]*	 		 	Level 2
Support	 	Local
Language
support
required
	Retail	 	Retail	 	CRM	 	CRM Campaign Module	 	M	 	M	 		 		 	X	 		 		 	Application
Support	 	Tool to support marketing campaign targetting VIP members. The application allows creating and maintaining mass communication to VIP members	 	Win2008	 	[****]*	 	Internal
users: 26	 	Level 2
Support	 	
	Retail	 	Retail	 	CRM for Korea	 		 		 		 		 		 	X	 		 		 	Application
Support	 	Korea	 		 		 		 		 	Local
Language
support
required

  

			
		  	

			
	CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY	  	 CONFIDENTIAL

EXECUTION VERSION

 

																																			
	 Application

Group
	 	 Function
	 	 App Suite
	 	 Application

/ Module
	 	 Criticality
	 	 Complexity
	 	 Global

App
	 	 Regional App (If

applicable)
	 	Scope of
Support	 	 Brief

Description
 of

Application

Functionality
	 	 O/S
	 	 Languages
	 	Number
of Users	 	Support
Level	 	Language
Support
	Retail	 	Retail	 	CRM	 	CRM Loop Websites	 	M	 	L	 		 		 	X	 		 		 	Application
Support	 	Websites to support CRM or VIP membership program in APD. The application allows members to check their purchase history or points accumulated or update their personal profile and in some markets do online redemption for
gifts using points accumulated.	 	Win2008	 	Languages Supported = English/Simplifiled Chinese/Trad.Chinese Programming [****]*	 	VIP
members:
3036886
Internal
users: 81	 	Level 2
Support	 	
	Retail	 	Retail	 	CRM	 	CRM Reports	 	M	 	L	 		 		 	X	 		 		 	Application
Support	 	CRM or VIP Member analysis reports.	 	Win2003	 	Languages Supported =English [****]*	 	Users: 20	 	Level 2
Support	 	
	Retail	 	Retail	 		 	Division Booking System	 	M	 	L	 		 		 	X	 		 		 	Application
Support	 	Seasonal booking, web replenishment ordering	 	Win2003	 	[****]*	 	Users: 229	 	Level 2
Support	 	
	Retail	 	Retail	 	SharePoint	 	Retail Bulletin Board (APD)	 	M	 	M	 		 		 	X	 		 		 	Application
Support	 	A share point tool extended to stores that is used for communication or sharing contents ( like promotion initiation or training guide)	 	Win2008	 	Langauges Supported = English/Simplifiled Chinese/Trad.Chinese/Japanese Microsoft SharePoint	 	1,500+	 	Level 2
Support	 	
	Retail	 	Retail	 	Retail	 	RSDB—Retail Store Database (LSEMA)	 	L	 	L	 		 		 		 	X	 		 	Application
Support	 	Retail store management system	 	Terminal Server: Win 2008 DB Server: Linux	 	[****]*	 	350+	 	Level 2
Support	 	
	Retail	 	Retail	 		 	SMS	 	L	 	L	 		 		 		 	X	 		 	Application
Support	 	Retail store footfall counter	 	Terminal Server: Win 2008 DB Server: Sql 2008	 		 	500+	 	Level 2
Support	 	
	Retail	 	Retail	 	POS	 	WebPOS >> [****]*—Backoffice included)	 	H	 	M	 		 		 	X	 		 		 	Application
Support	 	Web based point of sale system used in [****]*	 	Window 7	 	[****]*	 	~150	 	Level 2
Support	 	
	Retail	 	Retail	 	POS	 	[****]*	 	M	 	M	 		 		 		 	X	 		 	Application
Support	 	Local POS	 		 		 		 	Level 2
Support	 	
	Retail	 	Retail	 	POS	 	[****]*	 	M	 	M	 		 		 		 	X	 		 	Application
Support	 	Local POS	 		 		 		 	Level 2
Support	 	
	Retail	 	Retail	 	POS	 	[****]*	 	M	 	M	 		 		 		 	X	 		 	Application
Support	 	Local POS	 		 		 		 	Level 2
Support	 	
	Retail	 	Retail	 	POS	 	[****]*	 	M	 	M	 		 		 		 	X	 		 	Application
Support	 	Local POS	 		 		 		 	Level 2
Support	 	
	Corp & BI	 	Corp & BI	 		 	VMI SAS technical support (administration)	 		 		 		 		 		 		 		 	Application
Support	 	VMI SAS technical support (administration) and support required for SQL server boxes which are feeding data to Hyperion	 		 		 		 		 	
	Corp & BI	 	Corp & BI	 		 	Hyperion Tax Provision	 		 		 		 		 		 		 		 	Application
Support	 	Hyperion Tax Provision support	 		 		 		 		 	
	Global Supply Chain	 	Global Supply Chain	 	Manufacturing	 	GEMS	 	M	 	L	 		 		 		 	X	 		 	Application
Support	 	Packaginf tracking app for compliance	 		 		 		 	Level 2
Support	 	
	Wholesale	 	Wholesale	 	Aworkbook	 	Digital Linebook (Aworkbook)	 	M	 	L	 		 		 		 	X	 		 	Application
Support	 	Digital Linebook	 		 		 		 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	Manugistics	 	IPS (Inventory, Production, Sales)	 	M	 	M	 		 	X	 		 		 		 	Application
Support	 	Pulls together sales, inventory and production actuals and forecasts. Used to determine production adjustments to better align supply and demand	 	Windows Server	 	SQL Server, SAS, Excel/VB	 	30-40	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	Manugistics	 	PAR (Product Availability Reporting)	 	M	 	M	 		 	X	 		 		 		 	Application
Support	 	This provides different views of a time-phased replenishment plan at the product and / or size levels. Used for product availability reporting and production decisions	 	Windows Server	 	Oracle, Stored Procedures, VS.Net	 	30	 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 		 	Kronos	 	M	 	M	 		 	X	 		 		 		 	Application
Support	 	time Management	 		 	`	 		 	Level 2
Support	 	Expecting
100
tickets/month
from
these
applications

  

			
		  	

			
	CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY	  	 CONFIDENTIAL

EXECUTION VERSION

 

																																			
	 Application

Group
	 	 Function
	 	 App Suite
	 	 Application

/ Module
	 	 Criticality
	 	 Complexity
	 	 Global

App
	 	 Regional App (If

applicable)
	 	Scope of
Support	 	 Brief

Description
 of

Application

Functionality
	 	 O/S
	 	 Languages
	 	Number
of Users	 	Support
Level	 	Language
Support
	Global Supply Chain	 	Global Supply Chain	 		 	Maui	 		 		 		 	X	 		 		 		 	Application
Support	 		 		 	`	 		 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 		 	WMS Lite	 		 		 		 	X	 		 		 		 	Application
Support	 		 		 	`	 		 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 	PI	 	Garments Seconds Analysis (GSA)—Backend Support	 	M	 	M	 		 	X	 		 		 		 	Application
Support	 		 		 		 		 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 		 	Excel PO Upload Tool	 	M	 	L	 		 	X	 		 		 		 	Application
Support	 		 		 		 		 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 		 	POP Effective date upload Tool	 	M	 	L	 		 	X	 		 		 		 	Application
Support	 		 		 		 		 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 		 	Gerber Accumark – Deskside support installation only	 	L	 	L	 	X	 		 		 		 		 	Application
Support	 		 		 		 		 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 		 	Cygnus	 		 		 	X	 		 		 		 		 		 	Description = This is an interface for Crisplant supported by vendor	 		 		 		 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 		 	Boardwalk	 	H	 	M	 		 	X	 		 		 		 		 		 		 		 		 	Level 2
Support	 	
	Wholesale	 	Wholesale	 	Hyp’Archiv	 	Hyp’Archiv	 	L	 	M	 		 		 		 	X	 		 	Application
Support	 	Active archive of invoices and delivery notes from pre-Pangaea era. Documents need to be retained for 10 years and are consulted by OTC, Central Inventory Ownership and Financial
Controller.	 	Wintel	 	Unknown (packaged solution)	 	50	 	Level 2
Support	 	
	Retail	 	Retail	 		 	Application for Distributors Stores Support	 		 		 		 		 	X	 		 		 		 	Sales information upload process. Involves collection of data from Distributors in form of FTP, email, text file and excel files. Checking the content before uploading in DWH	 		 		 		 	Level 2
Support	 	
	Retail	 	Retail	 	Traffic Counter	 	VTA CM Traffic Counter (APD) interfaces	 	M	 	L	 		 		 	X	 		 		 		 	Traffic counter application to manage or configure the traffic count device in the stores	 	WinXP/Win7	 		 		 	Level 2
Support	 	
	Global Supply Chain	 	Global Supply Chain	 		 	Casio Order Issuance System	 	L	 	L	 		 		 		 	X	 		 		 	home grown – written in Access/VB	 	Access/VB	 		 		 	Level 2
Support	 	

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

  

			
		  	

			
	CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY	  	 CONFIDENTIAL

EXECUTION VERSION

 

 

 
 Appendix B 

Application Portfolio - External SaaS Interface Support 
  

			
	        LSA	  	Levi Strauss Americas
	        LSE	  	Levi Strauss Europe
	        AMA	  	Levi Strauss Asia, Middle East, Africa

  

																					
	 Application Group
	 	 Function
	 	App Suite	 	 Application / Module
	 	Global App	 	Regional App (If applicable)	 	 Scope of Support
	 	 Support Level

	 	Corp	 	LSA	 	AMA	 	LSE
	 Corp & BI
	 	 Corp & BI
	 		 	ADP (LSUS / Canada)	 		 		 	X	 		 		 	Interface Support Only	 	 Level 2 Support

	 Corp & BI
	 	 Corp & BI
	 		 	BPI	 		 		 		 	X	 		 	Interface Support Only	 	 Level 2 Support

	 Corp & BI
	 	 Corp & BI
	 		 	Cybergrants	 		 		 	X	 		 		 	Interface Support Only	 	 Level 2 Support

	 Global Supply Chain
	 	 Global Supply Chain
	 	Direct
Procurement	 	TradeCard	 	X	 		 		 		 		 	Interface Support Only	 	 Level 2 Support

	 Corp & BI
	 	 HR
	 	WORKDAY	 	INT001 Workday To E-Verify Employment Verification	 	X	 		 		 		 		 	Interface Support Only	 	 Level 2 Support

	 Corp & BI
	 	 HR
	 	WORKDAY	 	INT002 Workday To Aetna Medical Insurance Enrollments	 	X	 		 		 		 		 	Interface Support Only	 	 Level 2 Support

	 Corp & BI
	 	 HR
	 	WORKDAY	 	INT003 Workday To EyeMed Vision Insurance Enrollments	 	X	 		 		 		 		 	Interface Support Only	 	 Level 2 Support

	 Corp & BI
	 	 HR
	 	WORKDAY	 	INT004/INT005 Workday To Fidelity 401K Eligibility And Demographics, Fidelity Pensioner Benefit Deductions	 	X	 		 		 		 		 	Interface Support Only	 	 Level 2 Support

	 Corp & BI
	 	 HR
	 	WORKDAY	 	INT006 Workday To Fidelity Pensioner Benefit Deductions	 	X	 		 		 		 		 	Interface Support Only	 	 Level 2 Support

	 Corp & BI
	 	 HR
	 	WORKDAY	 	INT007 Workday To Medgate Demographics	 	X	 		 		 		 		 	Interface Support Only	 	 Level 2 Support

	 Corp & BI
	 	 HR
	 	WORKDAY	 	INT008 Workday To Kaiser Medical Insurance Enrollments	 	X	 		 		 		 		 	Interface Support Only	 	 Level 2 Support

	 Corp & BI
	 	 HR
	 	WORKDAY	 	INT009 Workday To Liberty Mutual Disability Enrollments	 	X	 		 		 		 		 	Interface Support Only	 	 Level 2 Support

	 Corp & BI
	 	 HR
	 	WORKDAY	 	INT010 Workday To Optum UBH EAP Enrollments	 	X	 		 		 		 		 	Interface Support Only	 	 Level 2 Support

	 Corp & BI
	 	 HR
	 	WORKDAY	 	INT011 Workday To VSP Vision Insurance Enrollments	 	X	 		 		 		 		 	Interface Support Only	 	 Level 2 Support

	 Corp & BI
	 	 HR
	 	WORKDAY	 	INT013 Workday To ADP PayForce USA Payroll Data	 	X	 		 		 		 		 	Interface Support Only	 	 Level 2 Support

	 Corp & BI
	 	 HR
	 	WORKDAY	 	INT014 Workday To ADP PayAtWork CAN Payroll Data	 	X	 		 		 		 		 	Interface Support Only	 	 Level 2 Support

	 Corp & BI
	 	 HR
	 	WORKDAY	 	INT028 Workday To Business Objects Data	 	X	 		 		 		 		 	Interface Support Only	 	 Level 2 Support

	 Corp & BI
	 	 HR
	 	WORKDAY	 	INT029 Workday To ADP FSA Enrollments	 	X	 		 		 		 		 	Interface Support Only	 	 Level 2 Support

	 Corp & BI
	 	 HR
	 	WORKDAY	 	INT030 Workday To CyberGrants Grants	 	X	 		 		 		 		 	Interface Support Only	 	 Level 2
Support

  

			
		  	

			
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EXECUTION VERSION

 

																					
	 Application Group
	 	 Function
	 	App Suite	 	 Application / Module
	 	Global App	 	Regional App (If applicable)	 	 Scope of Support
	 	 Support Level

	 	Corp	 	LSA	 	AMA	 	LSE
	 Corp & BI
	 	 HR
	 	WORKDAY	 	INT032 Workday To Inner Workings Demographics	 	X	 		 		 		 		 	Interface Support Only	 	 Level 2 Support

	 Corp & BI
	 	 HR
	 	WORKDAY	 	INT035 Workday To LSCO Employee Leave Data	 	X	 		 		 		 		 	Interface Support Only	 	 Level 2 Support

	 Corp & BI
	 	 HR
	 	WORKDAY	 	INT036 Workday To Levi Portal Demographics	 	X	 		 		 		 		 	Interface Support Only	 	 Level 2 Support

	 Corp & BI
	 	 HR
	 	WORKDAY	 	INT037 Workday To State of California New Hire Reporting	 	X	 		 		 		 		 	Interface Support Only	 	 Level 2 Support

	 Corp & BI
	 	 HR
	 	WORKDAY	 	INT038 Workday To HireRight Demographics	 	X	 		 		 		 		 	Interface Support Only	 	 Level 2 Support

	 Corp & BI
	 	 HR
	 	WORKDAY	 	INT039 Workday to Health Advocate Demographics And Benefits Plans	 	X	 		 		 		 		 	Interface Support Only	 	 Level 2 Support

	 Corp & BI
	 	 HR
	 	WORKDAY	 	INT040 Workday To Bright Horizons Backup Care Eligibility	 	X	 		 		 		 		 	Interface Support Only	 	 Level 2 Support

	 Corp & BI
	 	 HR
	 	WORKDAY	 	INT041 Workday To Mercer Retiree Census Data	 	X	 		 		 		 		 	Interface Support Only	 	 Level 2 Support

	 Corp & BI
	 	 HR
	 	WORKDAY	 	INT042 Workday To ITIM Demographics	 	X	 		 		 		 		 	Interface Support Only	 	 Level 2 Support

	 Corp & BI
	 	 HR
	 	WORKDAY	 	INT043 Workday To Kronos & SalesForce Demographics	 	X	 		 		 		 		 	Interface Support Only	 	 Level 2 Support

	 Corp & BI
	 	 HR
	 	WORKDAY	 	INT048 Workday To IQNavigator User Setup Data	 	X	 		 		 		 		 	Interface Support Only	 	 Level 2 Support

	 Corp & BI
	 	 HR
	 	WORKDAY	 	INT061 Workday To YourCause	 	X	 		 		 		 		 	Interface Support Only	 	 Level 2 Support

	 Corp & BI
	 	 HR
	 	WORKDAY	 	INT062 Workday To Online Store	 	X	 		 		 		 		 	Interface Support Only	 	 Level 2 Support

	 Corp & BI
	 	 HR
	 	WORKDAY	 	INT071 Workday To CICPlus	 	X	 		 		 		 		 	Interface Support Only	 	 Level 2 Support

	 Corp & BI
	 	 HR
	 	WORKDAY	 	INT076 Workday To Medicare VDSA Voluntary Data Sharing Agreement	 	X	 		 		 		 		 	Interface Support Only	 	 Level 2 Support

	 Corp & BI
	 	 HR
	 	WORKDAY	 	Teleo -Interface	 	X	 		 		 		 		 	Interface Support Only	 	 Level 2 Support

  

			
		  	

			
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EXECUTION VERSION

 

					
		  	

	  	
		
		  	Note: The following ticket volumes reflect approximately 80% of the total ticket volumes for service requests and incidents.
			
		  	Ticket Volume - Service Requests	  	
			
	Area	  	 	  	Service Requests / Month
	Application Support    	  	eCommerce preliminary estimate	  	[****]*
	Application Support	  	Retail Application Support	  	[****]*
	Application Support	  	Wholesale Application Support	  	[****]*
	Application Support	  	Supply Chain Application Support	  	[****]*
	Application Support	  	Corp & BI Application Support	  	[****]*
		  	 Ticket Volume - Incidents
	  	
			
	Area	  	 	  	Incidents / Month
	Application Support	  	 eCommerce preliminary estimate
	  	[****]*
	Application Support	  	 Retail Application Support
	  	[****]*
	Application Support	  	 Wholesale Application Support
	  	[****]*
	Application Support	  	 Supply Chain Application Support
	  	[****]*
	Application Support	  	 Corp & BI Application Support
	  	[****]*

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

  

			
		  	

			
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EXECUTION VERSION

 

																											
		  	

	  				  				  				  				  				  			
	
	Appendix D	  

		  	Reported Incidents by Priority	  				  				  				  				  				  			
				
	 	  	 	  	Priority	 	  	Total	 
	 Area
	  	 	  	P1	 	  	P2	 	  	P3	 	  	P4	 	  	P5	 
	 Application Support
	  	Retail Application Support	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Application Support
	  	Wholesale Application Support	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Application Support
	  	Supply Chain Application Support	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Application Support
	  	Corp & BI Application Support	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

  

			
		  	

			
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		  	Appendix E	  	
		
		  	Hours Required for Change Requests / Enhancements
			
	 Area
	  	 Application Group
	  	Enhancement Hours /
Month
	 Application Support    
	  	eCommerce	  	500
	 Application Support
	  	Retail	  	35
	 Application Support
	  	Wholesale	  	10
	 Application Support
	  	Global Supply Chain	  	
		  	 Flex PLM/Da-Vinci/Web PDM
	  	200
		  	 CARTS/Andromeda/Boardwalk
	  	100
		  	 Distribution center Applications (Red prairie, Workload mgmt, Euro VAS etc)
	  	200
		  	 Enhancement to applications used by Canada/Mexico/Brazil
	  	
	 Application Support
	  	Corp & BI	  	325
	 Application Support
	  	Workday Interfaces enhancements	  	160
	 Application Support
	  	Non Business Project Hours (Apps KTLO Project Effort)	  	170
		  		  	  

		  	Total	  	1,700
			
	 Others
	  		  	
			
	 Application Support
	  	eCommerce Security Scans	  	2 scans / month
 (1 for Major
Release

+ 1 for Minor

Release)

 Local Language Requirements 
  

							
	 Country
	  	 Application Group
	  	 Application Names
	  	 Local Language

	Taiwan	  	Retail	  	 •  Competitive Connect System
	  	Taiwan
	 Korea
	  	Retail	  	 •  CRM
	  	Korean
	  	 •  WebPOS >> (KOREA—Backoffice included)

	 China
	  	  
 Corp & BI
	  	 •  DWH (APD)
	  	 Simplified Chinese

Traditional Chinese

Mandarin
 Japanese

	  	 •  NXPDC

 

	  	Retail	  	  
 •  CRM Loop
Websites

	  	 •  CRM Reports

	  	 •  Division Booking System

	  	 •  Retail Bulletin Board (APD)

  

			
		  	

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

 MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 2 

DESCRIPTION OF SERVICES 

ATTACHMENT 2.3.8 

DESCRIPTION OF SERVICES – INFORMATION TECHNOLOGY
SERVICES 
 TEST CENTER OF EXCELLENCE (TCOE) 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

	1.	 INTRODUCTION 

Purpose: This Exhibit describes the Services to be performed for LS&Co. by Supplier pursuant to the Agreement. 

References: References to an Attachment, Appendix, Section or Article shall be to such Attachment or Appendix to, or Section or Article of,
this Exhibit unless otherwise provided. A reference to Exhibit includes a reference to the Attachments and Appendices attached hereto. 

Definitions: As used in this Exhibit, capitalized terms shall have the meanings set forth in Exhibit 1. Other terms used in this Exhibit
are defined where they are used and have the meanings there indicated. 
 The Services to be provided by Supplier to LSA, LSE, & AMA
under this Agreement are categorized into the following: 
  

	 	•	 Test Center of Excellence (TCoE) 

Without limiting Section 3 of the Agreement, the Services include (a) the services, functions and
responsibilities described in this Attachment; and (b) the services, functions and responsibilities identified in the roles and responsibilities matrices contained within this Attachment for which Supplier is responsible (i.e., those Services
which have an “Ö” in the column labeled Supplier). 
  

	2.	 TEST CENTER OF EXCELLENCE(TCOE) 

 

											
	 Ref. ID
	  	 Principal Activities
	  	Responsibility	 
	  	Supplier	 	  	LS&Co.	 
	 TCOE.2
	  	 TEST CENTER OF EXCELLENCE
	  				  			
	 TCOE.2.1
	  	 Core Services
	  				  			
	 TCOE.2.1.1
	  	 Define TCOE Operation Model
	  	 	X	 	  			
	 TCOE.2.1.2
	  	 Define TCOE Governance Model
	  	 	X	 	  			
	 TCOE.2.1.3
	  	 Define Demand Management Framework
	  	 	X	 	  			
	 TCOE.2.1.4
	  	 Continuously Define Test Plan for Project releases
	  	 	X	 	  			
	 TCOE.2.1.5
	  	 Define Test Process Framework(Process, Methodology, Tools)
	  	 	X	 	  			
	 TCOE.2.1.6
	  	 Provide roadmap for Test Process Implementation
	  	 	X	 	  			
	 TCOE.2.1.7
	  	 Perform Audits and produce findings for review on Quality Gates for identified
projects
	  	 	X	 	  			
	 TCOE.2.1.8
	  	 Define, Refine & Set Up Test Automation Framework and creation of Automation
Assets
	  	 	X	 	  			
	 TCOE.2.1.9
	  	 Continuously Perform Test Automation Assessment
	  	 	X	 	  			
	 TCOE.2.1.10
	  	 Define, Refine & Set Up Performance Test Framework and creation of Performance
Assets
	  	 	X	 	  			
	 TCOE.2.1.11
	  	 Continuously Perform Performance Test Assessment
	  	 	X	 	  			
	 TCOE.2.1.12
	  	 Test Environment Management(Planning &
Co-ordination)
	  	 	X	 	  			
	 TCOE.2.1.13
	  	 Test Data Planning & Co-ordination of Project
needs (not Data Creation))
	  	 	X	 	  			
	 TCOE.2.1.14
	  	 Test Tool Administration and test bed set up for Project & User Maintenance Activities

HP QC,

HP QTP,

HP LoadRunner,

Borland SilkTest

Any Additional tools we add as part of TCOE tool assessment
	  	 	X	 	  			

  

  

			
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EXECUTION VERSION 
  

											
	 Ref. ID
	  	 Principal Activities
	  	Responsibility	 
	  	Supplier	 	  	LS&Co.	 
	 Additional items
	  
	  			
	 TCOE.2.2
	  	 Flex Team
	  				  			
	 TCOE.2.2.1
	  	 Create Regression, QA, Performance, and Automation Test Bed’s. Serve as a Test Leads,
Coordinators, Testers etc... all defined on a project need basis under TCOE working framework to extend the CORE team on an as need basis
	  	 	X	 	  			
	 TCOE.2.3
	  	 Production Support Testing
	  				  			
	 TCOE.2.3.1
	  	 Maintain Regression Test Bed’s (all the above types) to keep Assets up to date
	  	 	X	 	  			
	 TCOE.2.3.2
	  	 Test Governance of SAP & RAYMARK releases
	  	 	X	 	  			
	 TCOE.2.3.3
	  	 Facilitate Functional/Business-Process Knowledge of the Applications for in-scope projects
	  	 	X	 	  			
	 TCOE.2.3.4
	  	 Testing for CRs and Maintenance Releases leveraging production support team (Excluding
SAP & RAYMARK)
	  	 	X	 	  			

 Note: Any activities which are not listed in the above table shall be considered as out of scope. 

 

	3.	 RACI (RESPONSIBLE-ACCOUNTABLE-CONSULTED-INFORMED): 

Supplier has defined the RACI (Responsible – Accountable – Consulted –Informed) Matrix for the Services provided in scope.
Supplier will further detail the RACI during the initial phase of the engagement and will validate and mutually agree on the RACI matrix with LS&Co.: 
  

							
	 Ref. #
	  	 Task
	  	Supplier	  	LS&Co.
	 1
	  	 TCOE Core Services
	  		  	
	 1.1
	  	 Create Operation Model
	  	RA	  	C
	 1.2
	  	 Sign-off Operation Model
	  	A	  	R
	 1.3
	  	 Create Governance Model
	  	RA	  	C
	 1.4
	  	 Sign-off Governance Model
	  	A	  	R
	 1.5
	  	 Create Demand Management Framework
	  	RA	  	C
	 1.6
	  	 Sign-off Demand Management Framework
	  	A	  	R
	 1.7
	  	 Manage & Publish Demand
	  	RA	  	C
	 1.8
	  	 Plan for Release tests
	  	RA	  	C
	 1.9
	  	 Sign-off Release tests plan
	  	A	  	R
	 1.10
	  	 Understand Current Process and test landscape
	  	RA	  	I
	 1.11
	  	 Define Test Process Framework (Methodology, Tools)
	  	RA	  	C
	 1.12
	  	 Sign-off Test Process Framework
	  	A	  	R
	 1.13
	  	 Provide roadmap and Implement Test Processes
	  	RA	  	C
	 1.14
	  	 Sign-off Roadmap for test process
implementation
	  	A	  	R
	 1.15
	  	 Audit Quality Gates for Project Releases & Publish Findings
	  	RA	  	C
	 1.16
	  	 Sign-off Audit Findings
	  	A	  	R
	 1.17
	  	 Create Test Automation Framework
	  	RA	  	I
	 1.18
	  	 Sign-off Test Automation Framework
	  	A	  	R
	 1.19
	  	 Assess Test cases for Automation & Publish Assessment Report
	  	RA	  	C
	 1.20
	  	 Sign-off Automation Assessment Report
	  	A	  	R
	 1.21
	  	 Create Performance Test Framework
	  	RA	  	I
	 1.22
	  	 Sign-off Performance Test Framework
	  	A	  	R
	 1.23
	  	 Assess Test Scenarios for Performance Test & Publish Assessment Report
	  	RA	  	C
	 1.24
	  	 Sign-off Performance Test Assessment Report
	  	A	  	R
	 1.25
	  	 * Test Environment Management (Planning &
Co-Ordination for projects)
	  	RA	  	C
	 1.26
	  	 Test Data Management (Requirements, Planning &
Co-Ordination)
	  	RA	  	C

  

			
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EXECUTION VERSION 
  

							
	 Ref. #
	  	 Task
	  	Supplier	  	LS&Co.
	 1.27
	  	 Test Tools Administration (User Maintenance) for

        HP QC,

        HP QTP,

        HP LoadRunner,

        Borland SilkTest

        Any Additional tools we add as part of TCOE tool assessment
	  	RA	  	I
	 2
	  	 Flex Team
	  		  	
	 2.1
	  	 Create Regression Test Bed
	  	RA	  	C
	 2.2
	  	 Sign-off Regression Test Bed
	  	A	  	R
	 3
	  	 Production Support Testing
	  		  	
	 3.1
	  	 Test Governance of SAP & RAYMARK releases
	  	RA	  	C
	 3.2
	  	 Maintain Regression Test Bed to keep it up to date
	  	RA	  	I
	 3.3
	  	 Knowledge Acquisition of In-Scope projects. Activities
defined on a project need basis under TCOE working framework to extend the CORE team on an as need basis
	  	A	  	R
	 3.4
	  	 Testing of CRs & Maintenance Releases (Excluding SAP & RAYMRARK) leveraging
production support team Activities defined on a project need basis under TCOE working framework to extend the CORE team on an as need basis
	  	RA	  	I

  

	*	 TCoE will be responsible for coordinating with the development and infrastructure teams to define the number of
instances and the environment needs for each project and for getting to a workable solution for each project that may or may not include all test environments for all applications. 

 

	4.	 DELIVERABLES 

TCoE Core Services:  
  

	 	•	 Understanding Document of Current Test Processes 

 

	 	•	 TcoE Operation Model 

 

	 	•	 TcoE Governance Model/Framework 

 

	 	•	 Demand Management Framework 

 

	 	•	 Test Environment Management Framework 

 

	 	•	 Test Data Management Framework 

 

	 	•	 Test Process Handbook/Framework 

 

	 	•	 Test Process Implementation Roadmap 

 

	 	•	 Plan for Test Releases 

 

	 	•	 Quality Gate Audit Assessment Report 

 

	 	•	 Test Automation Framework 

 

	 	•	 Test Automation Assessment Report 

 

	 	•	 Performance Test Framework 

 

	 	•	 Performance Test Assessment Report 

 

	 	•	 Test Tool Administration Activities Report 

TCoE Flex Team:  
  

	 	•	 Regression, QA, Performance, and Automation Test Bed’s. Status Report for Test Bed Creation

  

  

			
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 Production Support Testing:  

 

	 	•	 Process Compliance Report for testing projects 

 

	 	•	 Test Plan (as applicable/needed), Test Cases, Test Results for CRs/Maintenance Releases 

 

	5.	 OPERATING MODEL: 

Below figure depicts the operating model for TCoE & Production Support testing: 

 
 

 
  

	6.	 ASSUMPTIONS & DEPENDENCIES: 

 

	 	•	 LS&Co. shall assign a Single Point of Contact (SPoC) for the Supplier Testing Team who would have the
necessary authority to mobilize relevant resources in LS&Co. and approve Deliverables from the Supplier Team 

  

	 	•	 LS&Co. shall facilitate collaboration with other Partners to ensure seamless testing operations.

  

	 	•	 The Supplier team should have access to all existing documentation that will have a bearing on the testing
activities, including: 

  

	 	•	 	 Business requirement documents 

 

	 	•	 	 High level architecture documents 

 

	 	•	 	 System design documents 

 

	 	•	 	 Application specific documentation 

 

	 	•	 Necessary access to the Testing Environment & Test Data will be provided by LS&Co.

  

	 	•	 During the test execution phase, the required software builds will be available in the test environment as per
the agreed upon schedule. 

  

	 	•	 Testing environments will be available through the test execution phase. Test environment downtime, if any,
should be communicated to the Supplier testing team ahead of the plan 

  

  

			
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	 	•	 Fixes to defects raised by testing team will be provided by the application & development, team/s as
per the agreed plan and timeline with LS&Co. 

  

	 	•	 Compliance to the TCoE process is the responsibility of LS&Co. as outlined in the RACI above.

  

	 	•	 LS&Co. shall provide Testing Tool Licenses (HP Quality Centre, HP Quick Test Professional, HP LoadRunner,
Borland SilkTest, etc.) to the Supplier Team. Based on the future demands, if any additional testing tools or licenses are required for carrying out the testing activities, the same shall be decided and procured by LS&Co. 

 

	 	•	 LS&Co. shall provide remote access (Onsite as well as Offshore) to the Testing Tools for the Supplier
Team & provide Administrator privileges to the Testing Tools for the Supplier Test Tool Administrator 

  

	7.	 STAFFING 

The following testing roles are identified for this Description of Services. The location from which each role will operate is listed in the
table below. These are indicative roles and Supplier may add / remove roles as may be necessary from time to time in consultation with LS&Co. 
  

					
	 SERVICE
	  	 ROLE
	  	 LOCATION

	TCoE	  	TCoE lead	  	LS&Co. in San Francisco California USA
	  	Demand Manager	  	LS&Co. in San Francisco, California, USA
	  	Test Environment Lead	  	Supplier Offices in Pune, India
	  	Test Data Management Lead + Test Tool Administrator	  	Supplier Offices in Pune, India
	  	Automation Architect	  	Supplier Offices in Pune, India
			
	 SERVICE
	  	 ROLE
	  	 LOCATION

	Production Support Testing	  	 Performance Test Architect
 Test lead

Test Engineer
	  	 Supplier Offices in Pune, India
 LS&Co.
in San Francisco, California USA
 Supplier Offices in Pune, India

  

	8.	 ACCEPTANCE OF DELIVERABLES 

The Acceptance Criteria for the Deliverables identified in Section 5 are as follows. 

 

	 	•	 It satisfies the scope of the work described in the SOW, and it contains the content described in the
Deliverables section; or 

  

	 	•	 Achievement of the specified test result for each test specified in the Test Plan 

Acceptance Period: The Acceptance Period is 7 calendar days from the date of submission of the Deliverables beyond which
it is deemed accepted. 
  

	9.	 REPORTS 

Following reports will be made available to LS&Co. during the course of this SOW. Supplier TCOE Lead would be accountable for the
below mentioned reports. 
  

	 	•	 Daily / Weekly / Executive Summary Reports / Test Execution Reports during the Projects Test execution phase.
This will consist of, but not be limited to, Planned vs. Actual number of test cases executed, Number of test cases passed, Number of test cases failed, List of defects logged and their status, Number of test cases blocked, Number of test cases
pending execution, High severity defects (blockers) that require a fix to continue with testing and any downtimes encountered during testing with reasons. 

  

	 	•	 Weekly TCOE Status summary will consist of the tasks accomplished in the entire week, a tracker for milestones,
planned tasks for the week ahead, risks, issues and dependencies. This will be delivered to the LS&Co. Manager in a mutually agreed upon format. 

  

  

			
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	 	•	 Monthly Reports will describe Supplier’s performance and compliance to each of the Service Levels agreed.
This report shall be published in the first week of every month. 

 SERVICE LEVELS 

The following Service Levels have been agreed upon between the Parties as of the Effective Date. 

 

			
	 Service Level 01:– Quality

		
	 Objective
	  	To measure effectiveness of Supplier’s testing of Releases
		
	 Definition
	  	Defect leakage to Production with Severity 1 for testing done by Supplier.
	
	 Service Level 01:– Quality

	
	Method
		
	 Data Capture
	  	Severity 1(Critical) defect leakage into Production which are fixed shall be measured till 3 months from the date of Go-live date for every Release by gathering the data from
Incident/Ticket Management System in Production
		
	 Measurement Interval
	  	Monthly
		
	 Method of Calculation
	  	Only Fixed (Resolved with Code Change) defects from Incident/Ticket Management System in Production would be gathered on weekly basis Approved outstanding defects for Go-live or Defects
relating to aspects that could not be tested in the Test Environment or was not part of the approved test set or not attributed to performance issues would not be covered under this Service Level
		
	 Expected Performance
	  	Expected and minimum level of defects slippage shall be 0 (ZERO)
	
	 Service Level 02:– Schedule

		
	 Objective
	  	To measure Schedule adherence of Supplier testing team
		
	 Definition
	  	Schedule Slippage is calculated using the formulae => {(Actual Duration—Estimated Duration)/Estimated Duration} *100
	
	Method
		
	 Data Capture
	  	Slippage of schedule for each test release conducted by Supplier shall be measured by gathering data from Project Plan/Test Plan/HP Quality Center. Final milestone (test execution completion) shall be considered for measuring
schedule slippage. Intermediate milestones/dates of testing will not be considered for measuring schedule slippage.
		
	 Measurement Interval
	  	Monthly
		
	 Method of Calculation
	  	Schedule Slippage is calculated using the formulae => {(Actual Duration—Estimated Duration)/Estimated Duration} *100. Approved revised schedule or schedule slippage reasons not attributable to Supplier testing team would
not be covered under this Service Level.
		
	 Expected Performance
	  	Expected and the minimum level of schedule slippage for each release shall be 0 (ZERO)
	
	 Service Level 03: Test Planning Accuracy

		
	 Objective
	  	To ensure that Supplier delivers test cases as planned.
		
	 Definition
	  	Test Cases planned to create versus test cases actually created.
	
	Method
		
	 Data Capture
	  	 During the regression test case development planning:
  

•   Supplier will determine the number of test cases needed by start of test phase based on
requirements;
  

•   Supplier will document all test cases in Quality Center and report test case creation
progress against plan.

		
	 Measurement Interval
	  	Weekly or at LS&Co.’s REQUEST
		
	 Method of Calculation
	  	Test cases created/test cases planned to be created
		
	 Expected Performance
	  	95% of planned test cases are created as scheduled

  

			
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EXECUTION VERSION 
  

			
	 Service Level 04: Test Execution Accuracy

		
	 Objective
	  	To ensure that Supplier executes test cases as planned.
		
	 Definition
	  	Test Cases planned to execute versus test cases actually executed.
	
	Method
	 Service Level 01:– Quality

		
	 Data Capture
	  	 During the test case execution planning:
  

•   Supplier will determine the number of regression test cases needed to execute by start of
test phase based on requirements;
  

•   Supplier will track all test case execution in Quality Center and report test case
execution progress against plan

		
	 Measurement Interval
	  	Daily or at LS&Co.’s REQUEST
		
	 Method of Calculation
	  	Test cases executed/test cases planned to be executed
		
	 Expected Performance
	  	95% of planned test cases are executed as scheduled

  

			
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EXECUTION VERSION 
  

 MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 2 

DESCRIPTION OF SERVICES 

ATTACHMENT 2.4 

DESCRIPTION OF SERVICES – CUSTOMER SERVICE
SERVICES 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

	1.	 INTRODUCTION 

Purpose: This Exhibit describes the Services to be performed for LS&Co. by Supplier pursuant to the Agreement. 

References: References to an Attachment, Appendix, Section or Article shall be to such Attachment or Appendix to, or Section or Article of,
this Exhibit unless otherwise provided. A reference to Exhibit includes a reference to the Attachments and Appendices attached hereto. 

Definitions: As used in this Exhibit, capitalized terms shall have the meanings set forth in Exhibit 1. Other terms used in this Exhibit
are defined where they are used and have the meanings there indicated. 
 The Services to be provided by Supplier to LSA, LSE, & AMA
under this Agreement are categorized into the following Processes: 
  

	 	•	 	 Order Management 

  

	 	•	 	 Dispute Management 

  

	 	•	 	 Other Customer Services Activities 

 

	 	•	 	 Preliminary Order Processing (POP) 

 

	 	•	 	 Reporting 

  

	 	•	 	 Returns 

Without limiting Section 3.1 of the Agreement, the Services include (a) the services, functions and
responsibilities described in this Attachment; and (b) the services, functions and responsibilities identified in the roles and responsibilities matrices contained within this Attachment for which Supplier is responsible (i.e., those Services
which have an “X” in the column labeled Supplier). 
  

	2.	 CUSTOMER SERVICE—ORDER MANAGEMENT 

Supplier will be responsible for performing the Customer Service, order management. The “Customer Service” Process consists of a
comprehensive set of integrated functions and responsibilities that constitute, support or relate to the processing of orders, disputes and returns in connection with LS&Co.’s business. 

 

													
	 Principal Activity
	  	Supplier	  	LS&Co.
	 	  	LSA	  	LSE	  	AMA	  	LSA	  	LSE	  	AMA
	 1. Order Management
	  		  		  		  		  		  	
	 1.1 Order Capture & Process
	  		  		  		  		  		  	
	 1.1.1 Enter Orders for all order types including POSM and brand apparel products
	  	X	  	X	  	X	  		  		  	
	 Capture these orders manually, excel upload (or other upload tools), EDI
	  	X	  	X	  	X	  		  		  	
	 1.1.2 and other local country systems 1.1.3 Raise exceptions that are system driven
that would prevent an order from being processed or shipped (e.g.: blocks, incompletes, VAS, pricing discrepancies etc.)
	  	X	  	X	  	X	  		  		  	
	 1.1.4 To handle exceptions, Supplier will attain approvals from LS&Co. team. Exceptions
could surface from blocks pertaining to Pricing errors, price change requests, etc.
	  	X	  	X	  	X	  		  		  	
	 1.1.5 Resolve raised exceptions and provide approval for Supplier to execute
	  		  		  		  	X	  	X	  	X
	 1.1.6 Execute per resolution provided by LS&Co
	  	X	  	X	  	X	  		  		  	
	 1.1.7 Analyze incoming orders and remove duplicate orders
	  	X	  	X	  	X	  		  		  	
	 1.1.8 Conduct the analysis, identify and raise missing/inaccurate EDI order
transmissions
	  	X	  	X	  	X	  		  		  	
	 1.1.9 Resolve raised problematic EDI order transmissions
	  		  		  		  	X	  	X	  	X

  

			
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EXECUTION VERSION 
  

																									
	 Principal Activity
	  	Supplier	 	  	LS&Co.	 
	 	  	LSA	 	  	LSE	 	  	AMA	 	  	LSA	 	  	LSE	 	  	AMA	 
	 1.2 Pro-Active Order Management
	  				  				  				  				  				  			
	 1.2.1 Validate Material master data, upload dummy orders to verify material master is set-up correctly for POP, pre-booking order on seasonal SKU’s listing
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 1.2.2 Maintain customer compliance document
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 1.2.3 Inform team on the changes in customer compliance documentation
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 1.2.4 Produce and provide all relevant shipping / order management status reports to
LS&Co. team
 1. All Monitoring / Tracking reports

2. Monthly fiscal order completion reports

3. Order status reports (Open order & Open order by RDD)

4. Order ageing reports

5. Delivery block reports
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	       [List of reports to be finalized in TA / KA]
	  				  				  				  				  				  			
	 1.2.5 Manually enter and update product data translation on customer systems.
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 1.2.6 Manage Pricat seasonal outputs
	  				  	 	X	 	  				  				  				  			
	 1.2.7 Maintain contract / bulk management
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 1.2.8 Monthly and weekly contract / bulk cleansing (including moves and cancels) per
contract policy
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 1.2.9 Retained organization to coordinate with sales to obtain approval for contract
movement on a weekly/monthly basis and inform Supplier to execute movement
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 1.2.10 Retained organization to review canceled residual contracts on a weekly and monthly
basis
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 1.2.11 Ensure call-off orders decrement from
contract / bulk and not pull from open availability
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 1.2.12 If call-off orders are pulled from open
availability, inform the retained team
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 1.2.13 Retained team resolves call-off orders that
are pulled from open availability instead of from contracts and informs Supplier
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 1.2.13 Supplier executes changes
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 1.2.14 Confirm that changes raised by the retained team have been made
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 1.2.15 Maintain and update PDU on MarketMax as per changes raised by the retained
team
	  	 	X	 	  				  				  				  				  			
	 1.2.16 Provide update or changes on PDU via email
	  				  				  				  	 	X	 	  				  	 	X	 
	 1.2.17 Make changes to an order as per allocation requests from the retained team
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 1.2.18 Provide changes in allocation
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 1.2.19 Manage the Force Allocation process/decisions
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 1.2.20 Process Force Allocation requests subject to retained organization
direction
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 1.2.21 Generate and analyze pending order cancellation report
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 1.2.22 Proactive communication to retained team in case of pending order
cancellation
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 1.2.23 Manage Pre-ship approval process
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 1.2.24 Execute re-dating of orders based on pre-shipment approvals
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 1.2.25 Raise issues impacting ability to ship by cancel date and work with retained team
for resolution which could include extending cancellation dates
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 1.2.26 Manual delivery creation as needed
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			

  

			
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EXECUTION VERSION 
  

																									
	 Principal Activity
	  	Supplier	 	  	LS&Co.	 
	 	  	LSA	 	  	LSE	 	  	AMA	 	  	LSA	 	  	LSE	 	  	AMA	 
	 1.2.27 Obtain approval documentation from Sales and Customers for orders requiring cancel
date extensions, price changes, product quantity adjustments, and product substitutions
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 1.2.28 Communicate and provide approval to the course of action to the Supplier
team
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 1.2.29 Execute the course of action and confirm that it has been executed
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 1.2.30 Ensure orders are error free and ready for Allocation
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 1.2.31 Provide 2nd line of support for SAP issues
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 1.2.32 Ensure order files are cleansed in accordance with LS&Co. policy
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 1.2.33 Provide LS&Co. policies and inform changes to the policies
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 1.2.34 Manage customer procurement and validation of VAS data for upload
	  				  				  				  				  	 	X	 	  	 	X	 
	 1.2.35 Manage VAS data upload into related systems
	  				  	 	X	 	  	 	X	 	  				  				  			
	 1.2.26 Support LS&Co. with re-determination of
the order files once the VAS data is uploaded to include account and product level VAS
	  				  	 	X	 	  	 	X	 	  				  				  			
	 1.3 Order Management Analyst (Work)
	  				  				  				  				  				  			
	 1.3.1 Analyze inventory position in a constrained inventory environment
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 1.3.2 Determine when inventory is due-in to support
the order. In LSA, this includes reporting out due-in dates from SAP
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 1.3.3 Communicate to the retained organization for resolution
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 1.3.4 Partner with Demand Planning (DP) to analyze and maximize inventory as the issue is
raised from the Supplier team. Communicate the resolution to Supplier
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 1.3.5 Execute order changes as per resolution provided
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 1.3.6 Communicate price changes based on price order attribute
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 1.3.7 Manage all price changes at order level (including
in-season price changes/ late adoptions approval process
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 1.3.9 Identify and communicate product issues such as fallout, DNA, etc. to Supplier that
impact the order file
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 1.3.10 Execute order changes as per communication from the retained team
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 1.3.11 Develop, maintain and conduct OM process and systems training to Supplier
agents
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 1.3.12 Identify and raise trends that results in recurring issues that negatively impacts
orders
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 1.3.13 Initiate the root-cause analysis that drives the issues and provide a proposed
solution of the issues to the retained organization
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 1.3.14 Identify any potential issues with SAP and escalate directly with IT as required for
resolution. Keep LS&Co. informed on status.
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 1.3.15 Retained organization determines impact to orders based on redeployment strategies
from distribution
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 1.3.16 Realign orders based on the input from retained organization
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 1.3.17 “Inventory redeployment from one DC to another:

> Work with internal stakeholders to identify redeployed inventory

> Communicate changes of plant on orders to Supplier
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 1.3.18 Provide direction (approval / disapproval) on order changes based on plant
redetermination
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 1.3.19 Execute order changes based on the approval and plant
re-determination provided by LS&Co
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 1.3.20 Recommend opportunities for business process improvement
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 1.3.21 Develop and Maintain business process documentation
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			

  

			
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EXECUTION VERSION 
  

																									
	 Principal Activity
	  	Supplier	 	  	LS&Co.	 
	 	  	LSA	 	  	LSE	 	  	AMA	 	  	LSA	 	  	LSE	 	  	AMA	 
	 1.3.22 “SAP system (where relevant to OM):
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 >Develop SAP test strategy, plans, scripts and execute the test for system
enhancements
	  				  				  				  				  				  			
	 >Develop Business Requirements Documents for process changes affecting systems changes
	  				  				  				  				  				  			
	 > Resident expert on OM SAP process and technology”
	  				  				  				  				  				  			
	 1.3.23 Ensure all business processes are SOX compliant
	  				  				  				  				  				  			
	 1.3.24 Support store to store stock transfer orders by managing to completion the virtual
return process in SAP
	  				  	 	X	 	  	 	X	 	  				  				  			
	 1.3.25 Support special OTC process for
e-Commerce
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 1.4 Excess and Obsolete Inventory
	  				  				  				  				  				  			
	 1.4.1 Tracks and identify obsolete inventory for export orders
	  				  				  				  	 	X	 	  				  			
	 1.4.3 Enter and manage orders through completion
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 1.4.4 Report status of orders and flag any issues with orders
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 1.5
Free-Of-Charge Goods (i.e.: Samples, Uniforms, Product Placements, Giveaways, Promotions, etc.)
	  				  				  				  				  				  			
	 1.5.1 Develop and maintain policies for all FOC goods
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 1.5.2 Validation of FOC orders according to LS&Co. policy
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 1.5.4 Attain special approvals (Sales / Finance)
	  				  				  	 	X	 	  				  	 	X	 	  	 	X	 
	 1.5.5 Receive and process FOC orders through shipping
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 2. Preliminary Order Processing (POP) / Pre-Season
Booking
	  				  				  				  				  				  			
	 2.1 POP Preparation
	  				  				  				  				  				  			
	 2.1.1 Manage compliance to seasonal sell in windows (GTM)
	  				  				  				  				  	 	X	 	  	 	X	 
	 2.1.2 Capture pre-booking orders for agreed upon
accounts
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 2.1.3 Process pre-booking orders for agreed upon
accounts
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 2.1.4 Coordinate with internal stakeholders for POP reconciliation
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 2.1.5 Communicate POP amendments to Sales / Customers
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 2.1.6 Amend pre-booking orders relative to POP
results
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 2.1.6 For selected accounts, communicate POP contract data to be entered into sales
forecasting tool
	  				  				  				  	 	X	 	  				  			
	 2.1.7 Enter / Upload POP PDU Data into forecasting tool—MARKETmax
	  	 	X	 	  				  				  				  				  			
	 2.3 POP Contracts
	  				  				  				  				  				  			
	 2.3.1 Submits pre-pack template
	  				  				  				  	 	X	 	  				  	 	X	 
	 2.3.2 Enter / upload POP Contracts into SAP
	  	 	X	 	  				  	 	X	 	  				  				  			
	 2.3.3 Communicate POP adjustments direction
	  				  				  				  	 	X	 	  				  			
	 2.3.4 Reject or adjust contracts based on direction from LS&Co.
	  	 	X	 	  				  				  				  				  			
	 2.3.5 Manage through Contract lifecycle according to policy
	  	 	X	 	  				  	 	X	 	  				  				  			
	 2.3.6 Provide POP reporting to retained organization
	  	 	X	 	  				  	 	X	 	  				  				  			
	 2.3.7 Retained organization to communicate to key stakeholders (internal /
external)
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 2.3.8 Release POP/Bulk entered
	  				  				  				  	 	X	 	  				  	 	X	 
	 2.3.9 Validates unit quantities
	  				  				  				  	 	X	 	  				  	 	X	 
	 3. Dispute & Returns Management
	  				  				  				  				  				  			
	 3.1 Dispute Management
	  				  				  				  				  				  			
	 3.1.1 Coordinate with retained org if sales interjection is required
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 3.1.2 Log into SAP to review any raised disputes on a daily basis
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 3.1.3 Conduct research to determine the validity of the dispute
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 3.1.4 Coordinate with supplier F&A team for approval / rejection
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 3.1.5 Justify dispute acceptance or rejection with supporting documentation
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 3.1.6 If the dispute is accepted, update UDM in SAP with results of dispute research with
attached supporting documents
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 3.1.7 If a dispute is rejected, raise it to the retained organization
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 3.1.8 Retained organization will approve / disapprove dispute rejection
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 

  

			
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EXECUTION VERSION 
  

																									
	 Principal Activity
	  	Supplier	 	  	LS&Co.	 
	 	  	LSA	 	  	LSE	 	  	AMA	 	  	LSA	 	  	LSE	 	  	AMA	 
	 3.1.9 Close the dispute in UDM as per communication from the retained organization
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 3.2 Returns Management
	  				  				  				  				  				  			
	 3.2.1 Receive returns requests via MBX or phone
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 3.2.2 Obtain approval from retained organization for returns that exceed defined threshold
defined in policy
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 3.2.3 Approve / Reject requests provided by the retained team
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 3.2.4 Process approved returns and manage return until it closes
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 3.2.5 Enter pick up onto carrier sites
	  				  	 	X	 	  	 	X	 	  				  				  			
	 3.2.6 Validation of Return when there is a return variance with DC/RDC (DC) and
resolves the variance internally
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 3.2.7 Coordination with freight carriers
	  				  				  				  				  	 	X	 	  	 	X	 
	 3.2.8 Issue Credit Notes (MEX only for LSA)
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 4. Reporting
	  				  				  				  				  				  			
	 4.1 Internal Reporting
	  				  				  				  				  				  			
	 4.1.1 Set Global/ Regional reporting requirements
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 4.1.2 Partner with internal key stakeholders to understand local/exceptional reporting
requirements
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 4.1.3 Execute data pulls and reporting needs (global and regional)
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 4.1.4 Provide routine business reporting
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 4.1.5 Provide bi-weekly sales-shipping status
report
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 4.1.6 Provide report to sales on outstanding POs
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 4.1.7 Provide update on product discontinuation
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 4.1.8 Provide metrics / KPIs reporting
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 4.1.9 Generate Account specific reports
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 4.1.10 Generate Product Cancelled reports
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 4.1.11 Generate Product adjustment reports

[List of reports to be finalized during TA]
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 5. Other Customer Service Activities
	  				  				  				  				  				  			
	 5.1 Support & Research
	  				  				  				  				  				  			
	 5.1.1 Provide ad hoc support and analysis to internal cross functional stakeholders and
customers
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 5.1.2 Respond to research requests
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 5.1.3 Review and present reports to stakeholders and customers. If the report does not meet
the requirements (incomplete / incorrect / requires edits), reach out to Supplier team
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 5.1.4 Receive feedback on report that needs to be edited in any way and revert with the
corresponding changes
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 5.2 Sales Assistance
	  				  				  				  				  				  			
	 5.2.1 Coordinate picking tickets
	  	 	X	 	  				  				  				  				  			
	 5.2.2 Order picking tickets
	  	 	X	 	  				  				  				  				  			
	 5.2.3 Upload invoices in customer systems
	  				  	 	X	 	  				  				  				  			
	 5.2.4 Issue Latin America Licensee PO requisition
	  	 	X	 	  				  				  				  				  			
	 5.2.5 Provide the following as requested: product EAN list, Available to sell (A2S) report,
distressed inventory list.”
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			
	 5.2.6 Update list of SOs with office POs from customers
	  				  				  	 	X	 	  				  				  			
	 5.3 Demand Tracking
	  				  				  				  				  				  			
	 5.3.1 Tracks demand changes and cancellations
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 5.3.2 Initiate communications on deviations from actual demand against POP
bookings
	  				  				  				  	 	X	 	  	 	X	 	  	 	X	 
	 5.3.3 Consignment Order
	  	 	X	 	  	 	X	 	  	 	X	 	  				  				  			

  

			
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	 Principal Activity
	  	Supplier	 	  	LS&Co.	 
	 	  	LSA	 	  	LSE	 	  	AMA	 	  	LSA	 	  	LSE	 	  	AMA	 
	 6. Export Customers Coordination LSE
	  				  				  				  				  				  			
	 6.1 Daily manual request to CC to release orders manually for allocation only daily (based
on AIP, shipment plans for next weeks)
	  				  				  	 	X	 	  				  				  			
	 6.2 Confirmation of final shipment with customer and preparing pro forma document
	  				  				  				  				  	 	X	 	  			
	 6.3 Management of manual delivery creation with OFG and CC
	  				  				  				  				  	 	X	 	  			
	 6.4 Pick-up coordination with DC and customer
including transport organization and customs documents preparation for goods, POSMs, samples and furniture
	  				  				  				  				  	 	X	 	  			
	 6.5 Post shipment service to customer - sending all documents customs and shipment
	  				  				  				  				  	 	X	 	  			

  

	3.	 LANGUAGES 

Supplier resources servicing the following regions will be fluent in the following languages: 

 

					
	 Languages Supported

	 LSE
	  	 LSE
	  	 AMA

	English	  	Arabic	  	Bahasa Indonesia
	Portuguese	  	Czech	  	Bahasa Malaysia
	Spanish	  	Danish	  	English
		  	Dutch	  	Korean
		  	English	  	Vietnamese
		  	Finnish	  	Japanese
		  	French	  	Simplified Chinese
		  	German	  	Traditional Chinese
		  	Greek	  	Mandarin
		  	Hungarian	  	Cantonese
		  	Italian	  	
		  	Nordics	  	
		  	Norwegian	  	
		  	Polish	  	
		  	Portuguese	  	
		  	Spanish	  	
		  	Swedish	  	
		  	Additional languages for all countries in the Emerging Country Group will be confirmed during the KA sessions	  	

  

  

			
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 MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 2 

DESCRIPTION OF SERVICES 

ATTACHMENT 2.5 

DESCRIPTION OF SERVICES – CONSUMER RELATIONS
SERVICES 

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 TABLE OF CONTENTS 

 

									
	 1.
	  	 Introduction.
	  	 	1	 
				
		  	1.1	  	 Purpose
	  	 	1	 
				
		  	1.2	  	 References
	  	 	1	 
				
		  	1.3	  	 Definitions
	  	 	1	 
			
	 2.
	  	 Finalization of Service Description.
	  	 	1	 

  

  

			
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	1.	 INTRODUCTION. 

 

	1.1	 Purpose. This Exhibit describes the Consumer Relations Services to be performed for LS&Co. by
Supplier pursuant to the Agreement. 

  

	1.2	 References. References to an Attachment, Appendix, Section or Article shall be to such Attachment or
Appendix to, or Section or Article of, this Exhibit unless otherwise provided. A reference to Exhibit includes a reference to the Attachments and Appendices attached hereto. 

 

	1.3	 Definitions. As used in this Exhibit, capitalized terms shall have the meanings set forth in Exhibit
1. Other terms used in this Exhibit are defined where they are used and have the meanings there indicated. 

 2.
FINALIZATION OF SERVICE DESCRIPTION. 
 The Parties acknowledge and agree
that this Attachment 2.5 has not been completed as of the Effective Date. Accordingly, the Parties agree that they shall continue to negotiate and finalize this Attachment 2.5 in good faith, with the goal of promptly completing this
Attachment 2.5 (but in no event later than the end of Knowledge Acquisition) and incorporating the completed Attachment 2.5 into the Agreement. The completed Attachment 2.5 shall be incorporated into the Agreement by means of an
addenda executed by both Parties, with such completed Attachment 2.5 being effective as of the Effective Date (and without the requirement for additional consideration with respect to the finalization of Attachment 2.5 and execution of
the addenda). 
  

  

			
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 MASTER SERVICES AGREEMENT* 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 3 

SERVICE LEVEL MANAGEMENT 

 
  
  

	*	 Certain information in this exhibit has been omitted and filed separately with the Securities and Exchange
Commission. Confidential treatment has been requested with respect to the omitted portions marked with [****]*. 

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 TABLE OF CONTENTS 

 

									
	1.	  	Introduction.	  	 	2	 
				
		  	1.1	  	General	  	 	2	 
		  	1.2	  	References	  	 	2	 
		  	1.3	  	Definitions	  	 	2	 
			
	2.	  	Service Levels.	  	 	3	 
				
		  	2.1	  	Performance of Services	  	 	3	 
		  	2.2	  	Critical Service Levels	  	 	3	 
		  	2.3	  	Other Service Levels	  	 	3	 
		  	2.4	  	Additional Service Levels	  	 	3	 
			
	3.	  	Measurement of Service Level Compliance.	  	 	3	 
				
		  	3.1	  	Commencement of Measurement; Measurement Interval	  	 	3	 
		  	3.2	  	Measuring Tools	  	 	3	 
		  	3.3	  	Failure to Complete Measurement	  	 	4	 
		  	3.4	  	Review of Measuring Tools	  	 	4	 
		  	3.5	  	Regional Measurement	  	 	4	 
			
	4.	  	Reporting.	  	 	4	 
				
		  	4.1	  	Service Level Reports	  	 	4	 
			
	5.	  	Service Level Validation.	  	 	4	 
				
		  	5.1	  	Service Level Baselining Process	  	 	4	 
		  	5.2	  	Target Adjustments	  	 	5	 
			
	6.	  	Failure to Perform; Service Level Credits.	  	 	5	 
				
		  	6.1	  	Weighting Factors	  	 	5	 
		  	6.2	  	Service Level Credits	  	 	5	 
		  	6.3	  	Service Level Credit Calculation	  	 	5	 
		  	6.4	  	Multiple Service Level Failures; At Risk Amount	  	 	6	 
		  	6.5	  	Application of Credits	  	 	6	 
		  	6.6	  	Service Level Improvement Plan	  	 	6	 
			
	7.	  	Changes to Service Levels.	  	 	6	 
				
		  	7.1	  	Addition or Deletion	  	 	6	 
		  	7.2	  	Continuous Improvement	  	 	6	 
			
	8.	  	Service Level Exceptions.	  	 	6	 

  

			
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	1.	 INTRODUCTION. 

 

	1.1	 General. The Service Levels applicable to the performance of the Services are set forth in this Exhibit.

  

	1.2	 References. References to an Attachment, Appendix, Section or Article shall be to such Attachment or
Appendix to, or Section or Article of, this Exhibit unless otherwise provided. A reference to this Exhibit includes a reference to the Attachments and Appendices attached hereto. 

 

	1.3	 Definitions. As used in this Exhibit, capitalized terms shall have the meanings set forth in Exhibit
1. Other terms used in this Exhibit are defined where they are used and have the meanings there indicated. The terms set forth below have the meanings set forth below: 

 

	 	(a)	 “Additional Criteria” has the meaning given in Section 2.4. 

 

	 	(b)	 “Critical Service Level” means a Service Level identified in the applicable Service Level
Definitions Document as such (either explicitly or because there is a Service Level Credit or Weighting Factor set forth in the applicable Service Level Definitions Document which is associated with a Service Level Failure). 

 

	 	(c)	 “Critical Service Level Failure” has the meaning given in
Section 2.2. 

  

	 	(d)	 “Existing Performance” has the meaning given in Section 5.1.

  

	 	(e)	 “Initial Review Period” has the meaning given in Section 5.1.

  

	 	(f)	 “Measuring Tools” means the tools, processes, procedures, and methodologies as well as any
associated documentation provided and used by Supplier to measure, validate and report Supplier’s performance of the Services against the Service Levels. The Measuring Tools shall provide a level of detail sufficient to verify Supplier’s
compliance with the Service Level. 

  

	 	(g)	 “Measurement Interval” means the time during, or the frequency within, which a Service Level
shall be measured as set forth in the applicable Service Level Definitions Document. Where no Measurement Interval is set forth in Service Level Definitions Document, the Measurement Interval shall be a calendar month. 

 

	 	(h)	 “Objection Notice” has the meaning given in Section 2.4. 

 

	 	(i)	 “Performance Target” means with respect to a Service Level, the target for the Service Level
set forth in the applicable Service Level Definitions Document. 

  

	 	(j)	 “Region” has the meaning given in Section 3.5.

  

	 	(k)	 “Relief Event” has the meaning given in Section 8.

  

	 	(l)	 “Service Level Definitions Document” means for a Service Category the portion of this
Exhibit 3 that defines the Service Levels for the applicable Service Category. For each Service Category, the Service Levels are set forth in separate attachments to this Exhibit 3. 

 

	 	(m)	 “Service Level Failure” means, with respect to a Service Level, the failure to meet the
Performance Target for that Service Level (calculated using the formula for the applicable Service Level set forth in the applicable Service Level Definitions Document) during the applicable Measurement Interval. 

 

	 	(n)	 “Service Level Improvement Plan” has the meaning given in
Section 6.6. 

  

	 	(o)	 “Service Level Report” has the meaning given in Section 4.1.

  

	 	(p)	 “Validated Average” has the meaning given in Section 5.1.

  

	 	(q)	 “Validation Period” has the meaning given in Section 5.1.

  

	 	(r)	 “Validation Service Level” has the meaning given in Section 5.1.

  

	 	(s)	 “Weighting Factor” has the meaning given in Section 6.1.

  

  

			
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	2.	 SERVICE LEVELS. 

 

	2.1	 Performance of Services. As of the applicable Commencement Date (or as otherwise specified in this
Exhibit), Supplier shall be responsible for and shall perform the Services in accordance with the Service Levels. Supplier shall perform all Services that do not have defined Service Levels in a manner and at levels that equal or exceed the level of
service being provided internally by LS&Co. or through a third party prior to the Effective Date, including with respect to accuracy, quality, completeness, timeliness, and responsiveness. 

 

	2.2	 Critical Service Levels. Critical Service Levels are of particular importance to LS&Co.’s
business. A Service Level Failure with respect to a Critical Service Level (each a “Critical Service Level Failure”) shall entitle LS&Co. to receive a Service Level Credit. 

 

	2.3	 Other Service Levels. Service Levels that are not Critical Service Levels are nevertheless viewed as
important to measuring the efficiency and effectiveness of Supplier’s relationship and evaluating Supplier’s performance relative to LS&Co.’s expectations and historical accomplishments. Supplier’s performance of the other
Service Levels will be taken into account by LS&Co. in the evaluation of LS&Co.’s other rights under the Agreement. For clarity, such Service Levels shall not result in a Service Level Credit. 

 

	2.4	 Additional Service Levels. With respect to each Service Category and Region, and during the 12-month period following the applicable Commencement Date, LS&Co. may, upon 30 days’ prior notice to Supplier, add additional Service Levels that will be applicable to Supplier’s performance of the
applicable Services in order to achieve a fair, accurate, and consistent measurement of Supplier’s performance of those Services; provided, that any such additional Service Levels shall be measurable (using the existing Measuring Tools),
objective and include a specified and reasonable Performance Target (the “Additional Criteria”); and provided further, however, that where there is no historical or other data to support the Performance Target specified for such a
Service Level that Performance Target shall be subject to validation pursuant to Section 5. Unless Supplier objects to such Service Level (on the basis that it does not meet the Additional Criteria or is otherwise
commercially unreasonable) within the 30-day notice period (“Objection Notice”), the Service Levels shall be deemed incorporated in the Agreement after the expiration of the 30-day notice period and the applicable Service Level Definitions Document shall be amended accordingly. Promptly after the receipt by LS&Co. of a valid Objection Notice, the LS&Co. Global Lead for the
applicable Service Category and the Supplier Global Lead for the applicable Service Category shall meet (in person or by telephone) to discuss revisions to the proposed Service Level to ensure that it meets the Additional Criteria. To the extent
that the LS&Co. Global Lead for the applicable Service Category and the Supplier Global Lead for the applicable Service Category are able to agree on acceptable changes to the Service Level these changes shall be documented in writing signed by
both of them and such revised Service Level shall become effective 30 days after both Global Leads have executed the document reflecting that agreement. To the extent that the applicable Global Leads are unable to agree on revisions to the Service
Level, the outstanding issues shall be escalated to the appropriate governance committee set forth in Exhibit 5 for resolution. 

  

	3.	 MEASUREMENT OF SERVICE LEVEL
COMPLIANCE. 

  

	3.1	 Commencement of Measurement; Measurement Interval. Supplier shall: (a) begin measuring its
performance of the Services against the Service Levels on the applicable Commencement Date; and (b) measure its performance of the Services against the Service Levels during each Measurement Interval. 

 

	3.2	 Measuring Tools. Prior to the applicable Commencement Date, Supplier shall implement the Measuring Tools
detailed in the applicable Service Level Definitions Document and such other Measuring Tools that are required for Supplier to measure and report on Supplier’s performance of the Services against the Service Levels, which Measuring Tools may
include LS&Co.’s Systems. Supplier shall provide LS&Co. and its designees with the information and access to the Measuring Tools upon request for inspection and verification purposes. Supplier shall ensure that the systems used by
Supplier to measure its performance of the Services against the Service Levels shall be compatible with the software and equipment used by LS&Co. which may deliver records to, receive records from, or otherwise interact with such systems. Any
addition to the Measuring Tools, and any change to the Measuring Tools, shall be subject to LS&Co.’s prior approval and no change shall be permitted to the Services, Service Levels or the Charges as a result of any such addition of, or
change to, the Measuring Tools. 

  

			
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	3.3	 Failure to Complete Measurement. If Supplier fails to measure its performance of the Services against a
particular Service Level so that it is not possible to confirm whether the Service Level has been achieved for the Measurement Interval, and Supplier cannot otherwise demonstrate its compliance with that Service Level, then such failure shall be
deemed to be a Service Level Failure. 

  

	3.4	 Review of Measuring Tools. On an annual basis, Supplier shall review the Measuring Tools and assess
whether any changes in such Measuring Tools are required to collect and accurately reflect Supplier performance and related data prospectively. Supplier shall promptly notify LS&Co. of any recommended changes in the Measuring Tools as a result
of this assessment. 

  

	3.5	 Regional Measurement. The methodology described in this Exhibit 3 applies uniformly to all
LS&Co. Service Locations receiving Services. However, except to the extent otherwise specified in the applicable Service Level Definitions Document, the measurement of Service Level performance, the determination of Supplier’s performance
against and compliance with each Service Level during the applicable Measurement Interval; and the determination of Supplier’s achievement or failure to achieve such Service Level shall be made separately as to the Services provided to, or on
behalf of, Service Recipients located within each of the regions specified below (each, a “Region”): 

  

	 	(a)	 LSA (The Americas, North and South); 

 

	 	(b)	 LSE (All of Europe); and 

 

	 	(c)	 AMA (Asia, the Middle East and Africa). 

With respect to the foregoing, (i) if a Service Level measures the percent of all invoices processed in accordance with requirements in a
given month, then the number of invoices and the percentage compliance, will be measured separately for each Region; (ii) since the total monthly Charges for Services within each Region may vary, the At Risk Amount, while uniform as a
percentage([****]*), may vary as a dollar amount; and (iii) the initial allocations of weighting percentages, and the rules under this Exhibit 3 regarding their
reallocation, will apply separately to each Region. With respect to the information technology Service Category, the Parties shall, during the Knowledge Acquisition phase and working in good faith, review the application of the above Regions to the
information technology Service Category. To the extent that LS&Co., acting reasonably, determines after the completion of Knowledge Acquisition that refinements or modifications to the Region definitions for the information technology Services
are required to better align the reporting of the Service Levels for the information technology Services, the Parties shall align the Region definitions for the information technology Services and the reporting of the information technology Services
to reflect those requirements. 
  

	4.	 REPORTING. 

 

	4.1	 Service Level Reports. Supplier shall provide to LS&Co., as part of Supplier’s monthly
performance reports, a set of reports to verify Supplier’s performance and compliance with the Service Levels (each, a “Service Level Report”). Each Service Level Report shall: (a) be provided to LS&Co. within 10
business days after the end of each calendar month; (b) specify Supplier’s performance against and compliance with each Service Level during the applicable Measurement Interval; (c) specify those Service Levels that Supplier failed to
achieve; and (d) contain the details of Supplier’s historical performance for each Service Level (e.g., performance average in each of the prior Contract Years as well as the prior 12 months). Supplier shall provide access to such
information online and in real-time, where technically feasible, at any time during the Term and Termination Assistance Period. 

  

	5.	 SERVICE LEVEL VALIDATION. 

 

	5.1	 Service Level Baselining Process. For each Critical Service Level identified in the Service Level
Definitions Documents as being “subject to baseline,” Supplier shall review the metrics achieved for those Service Levels (“Existing Performance”) during the knowledge acquisition phase of Transition (“Initial
Review Period”). If prior to the expiration of the Initial Review Period Supplier provides LS&Co. with notice that Supplier wants to measure the actual performance of a Critical Service Levels identified in the Service Level Definitions
Documents as being “subject to baseline” (each such Critical Service Level a “Validation Service Level”) 

  

			
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Supplier shall measure and report the performance of that Validation Service Level for a period of 3 months after the applicable Commencement Date (unless the Parties otherwise agree to a longer
period) (“Validation Period”). After the expiration of the Validation Period for a Validation Service Level, Supplier shall promptly provide to LS&Co.: (a) the Service Level performance for that Validation Service Level during
each month of the Validation Period; and (b) the average performance with respect to that Validation Service Level during the Validation Period (excluding any such measurement that arises as a result of Supplier’s failure to perform the
Services) (“Validated Average”). If any measurement during the Validation Period is missing, then the missing measurement shall be constructed using the average of the actual remaining measurements during the Validation Period.

  

	5.2	 Target Adjustments. If the Validated Average for a Validation Service Level is: (a) no more than
10% lower than the Performance Target for the Validation Service Level, then the Validated Average shall be deemed to be the Performance Target, and the Parties shall amend the applicable Service Level Definitions Document accordingly; and
(b) more than 10% lower than the Performance Target for the Validation Service Level, then the LS&Co. Global Lead for the applicable Service Category and the Supplier Global Lead for the applicable Service Category shall meet, and negotiate
in good faith, either Changes to the Services or method of delivery of the Services so that Supplier can perform the Services in accordance with such Validation Service Level or an adjustment to the applicable Performance Target for such Validation
Service Level, and, upon the agreement of the LS&Co. Global Lead for the applicable Service Category and the Supplier Global Lead for the applicable Service Category the Parties shall amend the applicable Service Level Definitions Document to
reflect such agreement; except that: (i) the Performance Target shall not be lower than the Validated Average; and (ii) in no event shall the Performance Target be adjusted by more than 20% from the applicable Performance Target agreed to
at the Effective Date. Any adjustment pursuant to this Section 5.2 shall apply on and from the end of the Validation Period. 

  

	6.	 FAILURE TO PERFORM; SERVICE LEVEL
CREDITS. 

  

	6.1	 Weighting Factors. LS&Co. shall assign a number of percentage points to each Critical Service Level
(“Weighting Factor”), except that the maximum Weighting Factor allocated among all the Critical Service Levels shall not exceed, in the aggregate, [****]* percentage
points. The Weighting Factors in effect as of the Effective Date are identified in the applicable Service Level Definitions Document, and LS&Co. may reallocate such Weighting Factors by providing Supplier with 60 days’ prior notice.

  

	6.2	 Service Level Credits. Each Critical Service Level Failure shall result in Supplier owing a Service
Level Credit to LS&Co.; provided, however, that LS&Co. shall not be entitled to a Service Level Credit for a Service Level Failure that occurs during the [****]* period after the applicable Commencement Date. Service Level Credits
shall not limit LS&Co.’s right to recover other damages in excess of the Service Level Credits incurred by LS&Co. as a result of such failure or limit LS&Co.’s remedies for Supplier’s failure to achieve a Service Level;
provided, that the amount of any Losses payable to LS&Co. in connection with the applicable Service Level Failure will be reduced by the amount of any Service Level Credit paid by Supplier that relates to the Service Level Failure giving rise to
such Losses. 

  

	6.3	 Service Level Credit Calculation. Each Service Level Credit shall be calculated as follows:

 Service Level Credit = A X (B / 100) 

Where: 
  

	 	(a)	 A is the At Risk Amount for the month in which the Service Level Failure occurred; and 

 

	 	(b)	 B is the Weighting Factor for the Critical Service Level for which the Service Level Failure occurred.

 For example, assume that Supplier fails to meet the Service Level Target for a Critical Service Level and (i) the
Monthly Charges for the month in which the Service Level Failure occurred was $100,000, (ii) the Weighting Factor for such Critical Service Level is 60 percent, and (iii) the At Risk Amount is [****]* percent. The Service Level Credit due to LS&Co. for such Service Level Failure would be computed as follows: 
  

  

			
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 A = [****]* [the
monthly Charges multiplied by the At Risk Amount]; 
 Multiplied by: 

B = 0.6 (60/100) [the Weighting Factor divided by 100]; 

Equals 
 = $9,000 [the Service
Level Credit.] 
  

	6.4	 Multiple Service Level Failures; At Risk Amount. If more than one Service Level Failure has occurred in
a single month, the sum of the corresponding Service Level Credits shall be credited to LS&Co.; provided that in no event shall the Service Level Credits credited to LS&Co. with respect to all Service Level Failures incurred in a single
month exceed the At Risk Amount. 

  

	6.5	 Application of Credits. The total amount of Service Level Credits which Supplier shall be obligated to
pay to LS&Co. with respect to Service Level Failures shall be included on the invoice in the month following the month in which the Service Level Failure giving rise to such Service Level Credit occurred. If no amounts are due and payable to
Supplier under such invoice, then Supplier shall pay the amount of the Service Level Credit to LS&Co. within 45 days of that Service Level Credit becoming due. 

 

	6.6	 Service Level Improvement Plan. Upon the occurrence of a Service Level Failure, Supplier shall identify
the cause of such Service Level Failure, and Supplier shall develop and submit to LS&Co. a plan to cure and remediate the cause of such Service Level Failure (“Service Level Improvement Plan”) within 10 days after such Service
Level Failure (or such other time period agreed to by the Parties). Upon LS&Co.’s approval of the remediation procedures set forth in the Service Level Improvement Plan, Supplier shall promptly implement such procedures.

  

	7.	 CHANGES TO SERVICE LEVELS.

  

	7.1	 Addition or Deletion. LS&Co. expects the Service Levels to develop and evolve to reflect
LS&Co.’s business and LS&Co.’s changing needs (including the completion of Projects). Accordingly, upon 60 days’ prior notice, LS&Co. may adjust the Weighting Factor assigned to each Service Level and those Service Levels
that are subject to a Service Level Credit; provided, that LS&Co. may not adjust each Weighting Factor more than once in each calendar quarter; and provided further, that the parameters in Section 6.1 shall apply to any
such adjustments. At any time throughout the Term, either LS&Co. or Supplier may propose to add or remove a Service Level, or change the Performance Target for a Service Level and how the Service Level is calculated; provided that no such change
shall be effective until agreed upon by the Parties. 

  

	7.2	 Continuous Improvement. The Parties agree that the Service Levels shall be subject to continuous
improvement, and the Parties expect and intend that certain Service Levels shall be improved over time. Accordingly, Supplier shall research and propose reasonable improvements to the Services (with appropriate modifications to the applicable
Service Levels) at least once each year during the Term. At a minimum, such improvements (and modifications to the applicable Service Levels) shall be consistent with industry best practices for comparable services. Such improvement shall not be
implemented or become effective until agreed upon by the Parties. 

  

	8.	 SERVICE LEVEL EXCEPTIONS. 

Supplier shall be excused from a failure to achieve a Service Level solely to the extent, and during the time, that Supplier is directly
precluded from performing that obligation or achieving that Service Level as a result of: 
  

	 	(a)	 LS&Co.’s (or a LS&Co. Agents’, excluding Supplier and Supplier Agents) failure to perform or
delay in performing, its specified and written obligations (for example, obligations that refer directly to LS&Co. in the form of “LS&Co. shall” or directly to a LS&Co. Agent in the form of “LS&Co. Agent shall”)
under the Agreement; 

  

	 	(b)	 Service or Supplier Staff reductions requested by LS&Co. and agreed to by the Parties in accordance with
the Contract Change Process; provided, that Supplier has previously notified LS&Co. in writing as part of such Contract Change Process that the implementation of such Service or Supplier Staff reductions would result in such failure to meet the
Service Level; 

  

			
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	 	(c)	 LS&Co.’s failure to repair Equipment used to provide the Services where: (i) LS&Co. is
responsible for such repair; (ii) Supplier has notified LS&Co. of the need to repair the Equipment prior to any Service Level Failure attributable to that Equipment; (iii) Supplier’s ability to maintain the Service Level is
directly dependent upon such Equipment; and (iv) LS&Co. has, prior to any Service Level Failure attributable to that Equipment, agreed in writing that the Equipment does not meet the required technical performance requirements;

  

	 	(d)	 Services performed during the execution of the Disaster Recovery Plan, the execution of which is in support of
a LS&Co.-declared disaster, to the extent that the implementation of the Disaster Recovery Plan prevents Supplier from accessing Systems or Supplier Staff necessary to provide the Services in accordance with the Service Levels;
provided that Supplier shall not obtain such relief if the Disaster Recovery Plan is designed to ensure the provision of the Services in accordance with the Service Levels or the implementation of the Disaster Recovery Plan was as a result of an act
or omission of Supplier. Supplier shall use all reasonable efforts to continue to perform the affected Services in accordance with the applicable Service Levels in the event of the implementation of the Disaster Recovery Plan; 

 

	 	(e)	 an LS&Co. Third Party Contractor’s failure to perform, or delay in performing, its specified and
written obligations in accordance with the terms of that LS&Co. Third Party Contractor’s agreement with LS&Co., where Supplier’s ability to maintain the Service Level is directly dependent upon strict performance by the LS&Co.
Third Party Contractor, and except to the extent that Supplier is responsible for managing that LS&Co. Third Party Contractor’s performance and has failed to so manage that performance; 

 

	 	(f)	 LS&Co.’s exercise of its right to step-in under
Section 13.5 of the Agreement, but only for such affected Services and only during the period of time between a Step-In Date and the corresponding
Step-Out Date; 

  

	 	(g)	 For the Services billed pursuant to Section 5.6 of Exhibit 4,
LS&Co.’s failure to agree, pursuant to the process set forth in Section 5.6 of Exhibit 4, to permit an increase in the number of Supplier Staff engaged by Supplier to perform that specific Service in order
to cover a material increase (as the nature of such material increase is detailed in Section 5.6 of Exhibit 4) in the consumption of such Service by LS&Co.; provided that Supplier has previously notified
LS&Co. in writing as part of such process that the failure to increase the Supplier Staff would result in such failure to meet the specific Service Level; 

(each a “Relief Event”) and provided that Supplier: (x) promptly provides LS&Co. with advance notice identifying in
detail the Relief Event in question, the nature of LS&Co.’s failure to perform such Relief Event (where applicable) and the relevant Supplier obligation or Service Levels that is at risk; (y) continues without interruption to use all
reasonable efforts to perform its obligation notwithstanding the occurrence of the Relief Event; and (z) re-commences performance of the obligation, or the affected Service in accordance with this
Agreement or the Service Levels, immediately upon LS&Co. curing the Relief Event. 

  

			
	LS&Co. – Exhibit 3 – Service Level Management	  	Page 7

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 MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 3 

SERVICE LEVEL MANAGEMENT 

ATTACHMENT 3.1 

SERVICE LEVEL DEFINITIONS – HUMAN RESOURCE
SERVICES 

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 TABLE OF CONTENTS 

 

											
	1.	  	 	Introduction.	  	 	1	 
				
		  	 	1.1	 	  	General	  	 	1	 
		  	 	1.2	 	  	References	  	 	1	 
		  	 	1.3	 	  	Definitions	  	 	1	 
		  	 	1.4	 	  	Completion of Service Level Definitions	  	 	1	 
			
	2.	  	 	Critical Service Levels.	  	 	1	 
			
	3.	  	 	Other Service Levels	  	 	1	 
				
		  	 	3.1	 	  	Employee Relations: Employee Relations Quality of Service	  	 	1	 
		  	 	3.2	 	  	Employee Relations: Timeliness of Employee Relations Transaction Completion	  	 	1	 
		  	 	3.3	 	  	Leave Administration: Leave Request Response Timeliness	  	 	2	 
		  	 	3.4	 	  	Leave Administration: FMLA Leave Expiry	  	 	2	 
		  	 	3.5	 	  	Leave Administration: Leave Request Decision Notification Timeliness	  	 	3	 
		  	 	3.6	 	  	Employee Data Management: Employee Data Accuracy	  	 	3	 
		  	 	3.7	 	  	Employee Data Management: Employee Data Timeliness	  	 	4	 
		  	 	3.8	 	  	Employee Data Management: Employee File Retrieval Timeliness	  	 	4	 
		  	 	3.9	 	  	Benefit Administration – Transaction Accuracy	  	 	5	 
		  	 	3.10	 	  	Benefit Administration – Transaction Timeliness	  	 	5	 
		  	 	3.11	 	  	Benefit Administration – Materials Fulfillment Timeliness	  	 	6	 
		  	 	3.12	 	  	Benefit Administration – Materials Fulfillment Accuracy	  	 	6	 
		  	 	3.13	 	  	Recruitment – Recruiting Timeliness	  	 	7	 
		  	 	3.14	 	  	Recruitment – Employee Data Accuracy	  	 	7	 
		  	 	3.15	 	  	Compensation Admin – Employee Data Accuracy	  	 	8	 
		  	 	3.16	 	  	Performance Management – Performance Management Timeliness	  	 	8	 
		  	 	3.17	 	  	Offboarding – Offboarding Accuracy	  	 	9	 
		  	 	3.18	 	  	Offboarding – Offboarding Timeliness	  	 	9	 
		  	 	3.19	 	  	Offboarding – Severance Package Accuracy	  	 	10	 
		  	 	3.20	 	  	Service Desk – Average Speed to Answer	  	 	10	 
		  	 	3.21	 	  	Service Desk – First Call Resolution	  	 	11	 
		  	 	3.22	 	  	Service Desk – Customer Satisfaction	  	 	12	 
		  	 	3.23	 	  	Service Desk – Inquiry Acknowledgement	  	 	12	 
		  	 	3.24	 	  	Service Desk – Resolution of Escalated Cases	  	 	12	 
		  	 	3.25	 	  	Service Desk – Escalated Cases to LS&Co.	  	 	13	 
		  	 	3.26	 	  	Service Desk – Service Desk Availability	  	 	13	 
		  	 	3.27	 	  	Service Desk – Call Abandonment Rate	  	 	14	 
		  	 	3.28	 	  	HRIS – Interface Reliability	  	 	14	 
		  	 	3.29	 	  	HRIS – Incident Management and Resolution	  	 	14	 
		  	 	3.30	 	  	HRIS – Problem Management Root Cause Analysis	  	 	16	 
		  	 	3.31	 	  	HRIS – Change Management Enhancement	  	 	16	 
		  	 	3.32	 	  	HRIS – HR Portal Availability	  	 	17	 
		  	 	3.33	 	  	HRIS – HR Portal Speed	  	 	18	 
		  	 	3.34	 	  	HRIS – HR Portal Speed to Update	  	 	18	 
		  	 	3.35	 	  	HRIS – Reporting Accuracy and Timing	  	 	18	 

  

			
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	1.	 INTRODUCTION. 

 

	1.1	 General. This Attachment describes each Service Level. For each Service Level this Attachment details
the applicable Performance Target, the method for measuring the Service Level and the formula for calculating achievement of the Performance Target. For each Critical Service Level, the Weighting Factor applicable at the Effective Date shall be as
set forth in this Attachment. 

  

	1.2	 References. References to an Attachment, Appendix, Section or Article shall be to such Attachment or
Appendix to, or Section or Article of, this Exhibit unless otherwise provided. A reference to this Exhibit includes a reference to the Attachments and Appendices attached hereto. 

 

	1.3	 Definitions. As used in this Exhibit, capitalized terms shall have the meanings set forth in Exhibit
1. Other terms used in this Exhibit are defined where they are used and have the meanings there indicated. 

  

	1.4	 Completion of Service Level Definitions. The Service Levels included in this Attachment at the Effective
Date reflect the Parties best efforts to define the applicable the Service Levels for the Service (and applicable Performance Targets and Service Level Credits). After the Effective Date the Parties shall work in good faith with each other to
finalize the list of Service Levels in this Attachment (and the associated Performance Targets and Service Level Credits) that will be applicable to Supplier’s performance of the Services after the applicable Commencement Date. Despite the
foregoing, the Parties agree that this Attachment shall not be amended without the mutual written agreement of both Parties. 

  

	2.	 CRITICAL SERVICE LEVELS. 

Pursuant to Section 2.6 of Exhibit 8 the Parties will define, during Knowledge Acquisition, any Critical
Service Levels that are to apply to the performance of the applicable Services on and from the Commencement Date (which Critical Service Levels will be subject to the terms of this Exhibit 3). 

 

	3.	 OTHER SERVICE LEVELS 

 

	3.1	 Employee Relations: Employee Relations Quality of Service 

 

			
	 Employee Relations KPI01: ER Quality of Service

		
	 Objective
	  	To ensure that the Supplier employee relations (ER) team is providing quality consultation to LS&Co. employees.
		
	 Definition
	  	Satisfaction with Supplier ER service delivery will be measured on a 5 point scale.
	
	Method
	
	 Employee Relations KPI01: ER Quality of Service

		
	 Data Capture
	  	The quality rating will be determined by the LS&Co. legal team rating a random sample of ER cases on a quarterly basis and rating them on a scale of 1 to 5.
		
	 Measurement Interval
	  	Quarterly
		
	 Method of Calculation
	  	 For each Measurement Interval:
 ER quality
=[( # of ER cases rated =/> 3) / (# of ER cases)] * 100

	
	Service Metric
		
	 Performance Target
	  	Performance Target is achieved when 75% of cases (subject to baselining) indicate overall quality rating of 4 or better on a scale of 1 to 5 where 1 is the lowest rating and 5 is the highest rating.
		
	 Metric Type
	  	The following Service Level is promotable to a Critical Service Level at the election of LS&Co.
	
	 3.2 Employee Relations: Timeliness of Employee Relations Transaction
Completion

	
	 Employee Relations KPI02: Timeliness of ER Transaction Completion

		
	 Objective
	  	To ensure the timely completion of ER transactions that arise from LS&Co. ER queries.
		
	 Definition
	  	 The percentage of ER transactions that are completed in accordance with LS&Co. service standards as shown below:

 
 •   Preparation of
termination proposals - 2 business days, subject to demands of initiative, and as mutually agreed
  

•   Review of corrective actions and performance improvement plans - 2 business
days

  

			
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	Method
		
	 Data Capture
	  	The contact tracking system that records contacts and their resolution.
		
	 Measurement Interval
	  	Monthly
		
	 Method of Calculation
	  	 For each Measurement Interval:
  

(Number of ER transactions that are completed within agreed service standards) / (Total number of transactions that are initiated within the Measurement
Interval minus excluded transactions) * 100

	
	Service Metric
		
	 Performance Target
	  	Performance Level is achieved when 85% (subject to baselining) of identified ER-related transactions are completed in accordance LS&Co. service standards.
		
	 Metric Type
	  	The following Service Level is promotable to a Critical Service Level at the election of LS&Co.
	
	3.3 Leave Administration: Leave Request Response Timeliness
	
	 Leave Administration KPI01: Leave Request Response Timeliness

		
	 Objective
	  	 To ensure LS&Co. employees receive timely responses to their new leave
requests

		
	 Definition
	  	Percentage of responses completed within 2 business days regarding new leave requests for LSA. Percentage of responses completed within 2 business days regarding new leave requests for LSE and AMA, subject to
baselining.
	
	Method
		
	 Data Capture
	  	Supplier systems capture all records and provide reports.
		
	 Measurement Interval
	  	Monthly
		
	 Method of Calculation
	  	 For each Measurement Interval:
  

(The number of leave request responses within agreed number of business days) divided by (The total number of leave requests in the Measurement Interval)
expressed as a percentage.

	
	Service Metric
		
	 Performance Target
	  	98%, subject to baselining
		
	 Metric Type
	  	The following Service Level is promotable to a Critical Service Level at the election of LS&Co.
	
	3.4 Leave Administration: FMLA Leave Expiry
	
	Leave Administration KPI02: FMLA Leave Expiry
		
	 Objective
	  	To ensure LS&Co. employees receive timely notification when their Company protected leave period has ended based on company policy.
		
	 Definition
	  	 Percentage of exhaustion notifications submitted to agreed-upon channels for distribution within two (2) business days past the
period end date for LSA, subject to baselining.
  
 Percentage of exhaustion
notifications submitted to agreed-upon channels for distribution within two (2) business days past the period end date for LSE and AMA, subject to baselining for similar leaves

	
	Method
		
	 Data Capture
	  	Supplier systems capture all records and provide reports.
		
	 Measurement Interval
	  	 Monthly

		
	 Method of Calculation
	  	 For each Measurement Interval:
  

(The number of leave exhaustion notifications communicated within agreed number of business days past period end date) divided by (The total number of leave
decision exhaustion notifications communicated in the Measurement Interval)

	
	Leave Administration KPI02: FMLA Leave Expiry
		
		  	 expressed as a percentage.

  

			
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	Service Metric
		
	 Performance Target
	  	Performance Target is achieved when the leave exhaustion notifications are communicated to the employee and/or manager in agreed number of business days 90% of the time (subject to baselining).
		
	 Metric Type
	  	The following Service Level is promotable to a Critical Service Level at the election of LS&Co.
	
	3.5 Leave Administration: Leave Request Decision Notification Timeliness
	
	Leave Administration KPI03: Leave Request Decision Notification Timeliness
		
	 Objective
	  	To ensure LS&Co. employees’ leave decision notifications are communicated in a timely manner.
		
	 Definition
	  	 Leave decision notifications for submitted leave requests will be communicated within 35 calendar days or less of original leave
request.
  
 Assumption: Excludes circumstance where employees request additional time
to submit the supporting documentation due to an extenuating circumstance that will increase the time period beyond 35 days.

	
	Method
		
	 Data Capture
	  	Supplier systems capture all records and provide reports.
		
	 Measurement Interval
	  	 Monthly

		
	 Method of Calculation
	  	 For each Measurement Interval:
  

(The number of leave decision notifications communicated within 35 calendar days of original request) divided by (The total number of leave decision
notifications) expressed as a percentage less any approved requests for extensions

	
	Service Metric
		
	 Performance Target
	  	Performance Target achieved when 97% (subject to baselining) of leave decision notifications are communicated within thirty-five (35) business days.
		
	 Metric Type
	  	The following Service Level is promotable to a Critical Service Level at the election of LS&Co.
	
	3.6 Employee Data Management: Employee Data Accuracy
	
	Employee Data Management KPI01: Employee Data Accuracy
		
	 Objective
	  	To ensure that updates to employee data are completed accurately.
	
	Employee Data Management KPI01: Employee Data Accuracy
		
		  	(Includes all data that Supplier is responsible for managing for benefits and non-benefits).
		
	 Definition
	  	The percentage of member transactions during a Measurement Interval (10% random sample of total global volume assessed by Supplier’s reporting team (all regions to be covered)) that are completed accurately.
	
	Method
		
	 Data Capture
	  	Report (10% sample as noted above) to be created from the HR system based on a random sample of transactions performed by Supplier personnel.
		
	 Measurement Interval
	  	Daily
		
	 Method of Calculation
	  	 For each Measurement Interval:
  

Data Accuracy = (( # of transactions completed accurately) / (# of transactions sampled)] * 100

	
	Service Metric
		
	 Values
	  	Metrics.

  

			
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	 Performance Target
	  	Performance Target is achieved when 99% (subject to baselining) of transactions are processed accurately for LSA, and 99% transactions are processed accurately for LSE and AMA, subject to baselining.
		
	 Metric Type
	  	The following Service Level is promotable to a Critical Service Level at the election of LS&Co.
	
	3.7 Employee Data Management: Employee Data Timeliness
	
	Employee Data Management KPI02: Employee Data Timeliness
		
	 Objective
	  	Ensure that updates to employee data are completed in a timely manner.
		
	 Definition
	  	 Employee data timeliness is the time taken to update employee data on the system, post receiving notification from LS&Co.

 
 Updates are made to the HR system within 24 hours (subject to baselining) of receiving
the transactions.

	
	Method
		
	 Data Capture
	  	Supplier will track and report on the time and date transactions are received when they are updated in the HR system. The Base))) system will track this based on case opening and closing in the CRM system.
		
	 Measurement Interval
	  	Daily
		
	 Method of Calculation
	  	 For each Measurement Interval:
  

Data Timeliness = (( # of transactions completed within 24 hours of receipt) / (# of transactions)) * 100

 
 Note: Elapsed time excludes weekend hours.

	
	Service Metric
	
	Employee Data Management KPI02: Employee Data Timeliness
		
	 Values
	  	Metrics.
		
	 Performance Target
	  	Performance Target is achieved when 99% (subject to baselining) of transactions are completed within 24 hours, and all transactions within 72 hours for a volume threshold to be determined during transition.
		
	 Metric Type
	  	The following Service Level is promotable to a Critical Service Level at the election of LS&Co.
	
	3.8 Employee Data Management: Employee File Retrieval Timeliness
	
	Employee Data Management KPI03: Employee File Retrieval Timeliness
		
	 Objective
	  	Retrieve records in a timely manner.
		
	 Definition
	  	Measured by dividing the number of records requests retrieved within 3 business days by the total number of record requests retrieved.
	
	Method
		
	 Data Capture
	  	Supplier will track and report on the time and date transactions are received when they are updated in the HR system
		
	 Measurement Interval
	  	Daily
		
	 Method of Calculation
	  	 For each Measurement Interval:
  

File retrieval time = [( # of requests completed within 3 business days of receipt) / (# of requests)] * 100

 
 Note: Elapsed time excludes weekend days.

	
	Service Metric
		
	 Values
	  	Metrics
		
	 Performance Target
	  	Performance Target is achieved when 99% (subject to baselining) of archived employee data that Supplier is responsible for managing is pulled within three (3) business days of request from Supplier.
		
	 Metric Type
	  	The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

  

			
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	3.9 Benefit Administration – Transaction Accuracy
	
	Benefits KPI01: Benefit Administration – Transaction Accuracy
		
	 Objective
	  	Measure accuracy of enrolments entered into the system by the benefits administration team. Accuracy includes all aspects of the transaction including calculations and employee communications.
		
	 Definition
	  	A transaction is defined as an entry of data specific to an employee’s benefits data into the system.
	
	Benefits KPI01: Benefit Administration – Transaction Accuracy
		
		  	 Accuracy includes entries of benefit elections (not completed through self-service), entries of contribution amounts (not completed
through self-service), movement of overage dependents into the correct plans, and movements of retirees / retiree dependents (over 65/under 65) into the correct plans.
  

The percentage of member transactions during a Measurement Interval (random sample assessed by Supplier’s internal audit team) that are completed
accurately.

	
	Method
		
	 Data Capture
	  	To be determined during the requirements phase.
		
	 Measurement Interval
	  	Monthly
		
	 Method of Calculation
	  	 Benefits transaction accuracy % = (total number of benefits transactions in the random sample—number of inaccurate benefits
transactions in the random sample) / total number of benefits transactions in the random sample X 100
  

Inaccurate non-pension benefit requests will be measured through a detailed audit (including processing, descriptions,
and end to end experience) conducted by Supplier’s internal audit team on a random sample of benefits transactions.

	
	Service Metric
		
	 Performance Target
	  	Performance Target is achieved when 99% (subject to baselining) of benefits transactions for LSA are processed accurately, and 99% of benefits transactions for LSE and AMA are processed accurately, subject to
baselining.
		
	 Increased Impact
	  	97% subject to baselining
		
	 Metric Type
	  	The following Service Level is promotable to a Critical Service Level at the election of LS&Co.
	
	3.10 Benefit Administration – Transaction Timeliness
	
	Benefits KPI02: Benefit Administration – Transaction Timeliness
		
	 Objective
	  	To ensure that benefits transactions in the defined scope of work are completed in a timely manner.
		
	 Definition
	  	The percentage of member transactions during a Measurement Interval (random sample assessed by Supplier’s reporting team) that are completed within 72 hours of request.
	
	Method
		
	 Data Capture
	  	To be determined during the requirements phase.
		
	 Measurement Interval
	  	Monthly
		
	 Method of Calculation
	  	 Transaction timeliness = (total number of benefits transactions processed in 72 hours) / (total number of Benefits transactions closed
during Measurement Interval) expressed as a percentage.
  
 Supplier to calculate the
average number of business days from the

	
	Benefits KPI02: Benefit Administration – Transaction Timeliness
		
		  	 time a data update request is received to the time the data update is entered into the system, minus any pending time (defined as any time
that the ticket is open in Base))) while waiting for input or data from LS&Co. users).
  

The data updates included in the calculation are those that were closed during the Measurement
Interval.

  

			
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	 Service Metric

	 Performance Target
	  	Performance Target is achieved when 99% (subject to baselining) of benefits transactions are processed within 72 hours for LSA, and when 99% of benefits transactions are processed within 72 hours for LSE and AMA, subject to
baselining.
		
	 Metric Type
	  	The following Service Level is promotable to a Critical Service Level at the election of LS&Co.
	
	 3.11 Benefit Administration – Materials Fulfillment
Timeliness

	
	 Benefits KPI03: Benefits Administration – Materials Fulfillment
Timeliness

		
	 Objective
	  	To ensure that benefit related materials distributed by the Supplier are submitted to distribution channels in accordance with timeframes as agreed.
		
	 Definition
	  	 Percentage of benefit-related materials that are submitted to the distribution channel within agreed to timeframes.

 
 Benefits related materials are defined as newly eligible packets and/or retirement
packets.

	
	Method
		
	 Data Capture
	  	 Supplier will use automated reporting from the TBA system to track the timeliness of fulfilment procedures.

 
 Data will also be tracked separately for ERISA-type requirements, and equivalent in
other countries as required

		
	 Measurement Interval
	  	Monthly
		
	 Method of Calculation
	  	 For each Measurement Interval:
  

[Number of materials submitted to distribution channels within agreed upon timeframe] divided by the [Total number of materials submitted to distribution
channels] expressed as a percentage.
  
 Supplier to calculate the average number of
business days from the time the event is identified to the time the service request is created for the fulfillment team or communicated electronically.

	 Service Metric

	 Performance Target
	  	Performance target is achieved when 99.9% (subject to baselining) of materials are distributed within agreed upon timeframes for LSA, and 99.9% of materials are distributed within agreed upon timeframes for LSE and AMA, subject
to baselining
	
	 Benefits KPI03: Benefits Administration – Materials Fulfillment
Timeliness

		
	 Metric Type
	  	The following Service Level is promotable to a Critical Service Level at the election of LS&Co.
	
	3.12 Benefit Administration – Materials Fulfillment Accuracy
	
	Benefits KPI04: Benefits Administration – Materials Fulfillment Accuracy
		
	 Objective
	  	To ensure that benefits related materials distributed by the Supplier are processed accurately.
		
	 Definition
	  	 Percentage of sampled benefit-related materials that are processed accurately. Benefits-related materials are defined as newly eligible
packets and/or retirement packets.
  
 Accurately includes distributing the correct
packet based on the correct event (e.g., newly eligible employees should receive the most current version of the newly eligible employee packet)

	
	Method
		
	 Data Capture
	  	Supplier will use random sampling to track the accuracy of fulfilment procedures.
		
	 Measurement Interval
	  	Monthly
		
	 Method of Calculation
	  	 For each Measurement Interval:
  

[The number of audited transactions that pass (i.e. accurate transactions)] divided by [The total number of transactions audited] expressed as a
percentage.

  

			
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	Service Metric
		
	 Performance Target
	  	Performance Target is achieved when 99.9% (subject to baselining) of sampled materials are error free for LSA, and when 99.9% of sampled materials are error free for LSE and AMA, subject to baselining
		
	 Metric Type
	  	 The following Service Level is promotable to a Critical Service Level at the election of
LS&Co.

	
	3.13 Recruitment – Recruiting Timeliness
	
	Recruitment KPI01: Recruiting Timeliness
		
	 Objective
	  	To ensure LS&Co. recruiting administration activities ( interview scheduling, background check, OB) are done in a timely manner
		
	 Definition
	  	Number of recruiting transactions processed within the agreed period of time divided by the number of recruiting transactions received during the period. Timeliness measurement will exclude the time when the request is pending
due to dependencies outside from Supplier for incomplete instructions or documents
	
	Method
	
	Recruitment KPI01: Recruiting Timeliness
		
	 Data Capture
	  	Supplier will track and report on the recruiting transactions which are received when they are updated in the HR system.
		
	 Measurement Interval
	  	Monthly
		
	 Method of Calculation
	  	 For each Measurement Interval:
  

Recruiting timeliness = [(# of recruiting transactions received and processed within agreed period of time) / (# of recruiting transactions received during the
period)] * 100

	
	Service Metric
		
	 Performance Target
	  	Performance Target is achieved when 99% (subject to baselining) of transactions are completed within 24 hours and all transactions within 72 hours for a volume threshold to be determined during transition.
		
	 Metric Type
	  	The following Service Level is promotable to a Critical Service Level at the election of LS&Co.
	
	3.14 Recruitment – Employee Data Accuracy
	
	Recruitment KPI02: Employee Data Accuracy
		
	 Objective
	  	To ensure that the data of an new employee is completed accurately in the system
		
	 Definition
	  	The percentage of recruiting transactions during a Measurement Interval (10% random sample of total global volume assessed by Supplier’s reporting team (all regions to be covered)) that are completed accurately.
	
	Method
		
	 Data Capture
	  	Report (10% sample as noted above) to be created from the HR System based on a random sample of transactions performed by Supplier personnel.
		
	 Measurement Interval
	  	Monthly
		
	 Method of Calculation
	  	For each Measurement Interval: based on 10% sample, (Number of recruiting transactions processed correctly during the period) / (Total number of recruiting transactions received and processed during the period)
	
	Service Metric
		
	 Values
	  	Metrics
		
	 Performance Target
	  	Performance Target is achieved when 99% (subject to baselining) of transactions are processed accurately for LSA, and 99% (subject to baselining) transactions are processed accurately for LSE and AMA, subject to
baselining.
		
	 Metric Type
	  	The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

  

			
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	3.15 Compensation Admin – Employee Data Accuracy
	
	Compensation Admin KPI01: Compensation Admin timeliness
		
	 Objective
	  	 To ensure that compensation data requests are performed on time as agreed according to the
schedule

		
	 Definition
	  	Compensation data provided to third parties for survey as per the agreed timelines between third party and LS&Co.
	
	Method
		
	 Data Capture
	  	Captured using Supplier’s case management tool.
		
	 Measurement Interval
	  	Yearly
		
	 Method of Calculation
	  	Number of requests processed and provided to third party on time / total number of requests received
	
	Service Metric
		
	 Performance Target
	  	99% (subject to baselining)
		
	 Metric Type
	  	The following Service Level is promotable to a Critical Service Level at the election of LS&Co.
	
	3.16 Performance Management – Performance Management Timeliness
	
	Performance Management KPI01: Performance Management timeliness
		
	 Objective
	  	To ensure that performance management activities are performed on time as agreed according to the schedule.
		
	 Definition
	  	Percent of performance management support closed prior to 2 days of actual performance cycle closure.
	
	Method
		
	 Data Capture
	  	To be captured using Workday.
		
	 Measurement Interval
	  	Yearly
		
	 Method of Calculation
	  	Number of requests processed on time / total number of requests received as a percentage
	
	Service Metric
		
	 Performance Target
	  	99% subject to baselining
		
	 Metric Type
	  	The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

  

			
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	3.17 Offboarding – Offboarding Accuracy	  	
		
	 Offboarding KPI01: Offboarding Accuracy
	  	
		
	 Objective
	  	To ensure that updates to termination data of an employee are completed accurately.
		
	 Definition
	  	Number of termination transactions processed accurately divided by the number of termination transactions processed during the period.
		
	 Offboarding KPI01: Offboarding Accuracy
	  	
	
	Method
		
	 Data Capture
	  	Report (10% sample of global transactions, covering all regions) to be created from the HR system based on a random sample of transactions performed by Supplier personnel.
		
	 Measurement Interval
	  	Daily
		
	 Method of Calculation
	  	For each Measurement Interval: based on 10% sample (Number of termination transactions processed correctly during the period) / (Total number of termination transactions received and processed during the
period)
	 Service Metric
	  	
	 Performance Target
	  	99% subject to baselining
		
	 Metric Type
	  	The following Service Level is promotable to a Critical Service Level at the election of LS&Co.
	
	3.18 Offboarding – Offboarding Timeliness
	
	 Offboarding KPI02: Offboarding Timeliness

		
	 Objective
	  	 To ensure LS&Co. employees are terminated timely based on the requests
received.

		
	 Definition
	  	 Number of termination transactions processed within the agreed period of time divided by the number of termination
transactions received during the period. Timelines measurement will exclude the time when the request is pending due to dependencies outside from Supplier for incomplete instructions or documents.

 
 This includes but is not limited to:

 
 •   Preparation of
severance kits: 2 business days, subject to demands of initiative, and as mutually agreed
  

•   Special initiatives: includes 10-20 employees, 20-50, and 50—1,000

			
		  	10 – 20 employees	  	 Severance spreadsheet – 2 business days

Preparation of severance kit – 2 business days

		  	21 – 50 impacted employees	  	 Severance spreadsheet – 3 business days

Preparation of severance kit – 5 business days

		  	51 – 1000 impacted employees	  	 Severance spreadsheet – 4 business days

Preparation of severance kit – 10 business days

	
	Method
		
	 Data Capture
	  	Supplier will track and report on the termination transactions which are received when they are updated in the HR system.
	
	 Offboarding KPI02: Offboarding Timeliness

		
	 Measurement Interval
	  	Monthly
		
	 Method of Calculation
	  	 For each Measurement Interval:
  

(Number of termination transactions received and processed within agreed period of time) / (Total number of termination transactions received during the
period)

	
	Service Metric
		
	 Performance Target
	  	99.9% subject to baselining
		
	 Metric Type
	  	The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

  

  

			
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	3.19 Offboarding – Severance Package Accuracy
	
	 Offboarding KPI03: Severance Package Accuracy

		
	 Objective
	  	 To ensure that all severance-related materials distributed by Supplier are processed
accurately.

		
	 Definition
	  	Severance package accuracy is the percentage of sampled severance materials that are processed accurately. Severance material includes all severance packet documents for which Supplier is responsible.
	
	Method
		
	 Data Capture
	  	Supplier will use random sampling to track the accuracy of fulfilment procedures.
		
	 Measurement Interval
	  	Quarterly
		
	 Method of Calculation
	  	 For each Measurement Interval:
  

[The number of audited transactions that pass] divided by [The total number of transactions audited] expressed as a percentage.

 
 Calculation will look at the personalized employee data to determine if the personalized
data is accurate.

	
	Service Metric
		
	 Performance Target
	  	Service Level is achieved when 99% (subject to baselining) of sampled materials are error free.
		
	 Metric Type
	  	The following Service Level is promotable to a Critical Service Level at the election of LS&Co.
	
	 3.20 Service Desk – Average Speed to Answer

	
	 Service Desk KPI01: Average Speed to Answer

		
	 Objective
	  	To ensure that calls to the service desk are answered promptly.
		
	 Definition
	  	The length of time that an LS&Co. employee/family member or retiree/family member waits to speak with a service desk agent.
	
	 Service Desk KPI01: Average Speed to Answer

	
	Method
		
	 Data Capture
	  	Through Supplier’s tracking system.
		
	 Measurement Interval
	  	Daily
		
	 Method of Calculation
	  	 For each Measurement Interval:
  

ASA = [(sum of speed to answer for all calls) / (# of calls)] *100

	
	Service Metric
		
	 Values
	  	Metrics
		
	 Performance Target
	  	Performance Target is achieved when the average speed to answer does not exceed 45 seconds (not counting IVR steps), subject to baselining
		
	 Metric Type
	  	The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

  

			
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	 3.21 Service Desk – First Call Resolution

	
	 Service Desk KPI02: First Call Resolution

		
	 Objective
	  	To measure the number of calls that are resolved on the first call, per the escalation policy, to the Supplier’s Service Desk.
		
	 Definition
	  	 “First Call Resolution” means that a problem is resolved during the first time an LS&Co. employee/family or retiree/family
is on the phone with the service desk related to that problem.
  
 A problem is
considered “resolved” if:
  
 - Service desk has resolved the problem to the
LS&Co. employee’s/family or retiree’s/family satisfaction and the request is closed
  

Ticket types in scope for this calculation:
  

•   Bereavement
  

•   Demographic changes

 

•   E-learning general question

 
 •   Employee issues (to be
expanded on during transition)
  

•   Employment verification

 
 •   General
Information
  

•   Holidays
  

•   HR portal questions

 
 •   Policy information

 
 •   Other benefit
programs
  
 •   Workday
use query
  
 •   Policy
inquiry
  
 •   Recruiting
system password reset
  

•   Red Tab Foundation
  

•   Severance inquiries

 
 •   Talent acquisition
requisition questions
  

•   Transfer call to Fidelity

	
	 Service Desk KPI02: First Call Resolution

		
		  	 •   Transfer call to Learning

 
 •   Transfer call to other
third party
  

•   Transfer call to Payroll

 
 •   Vacation &
leaves inquiries
  

•   Workplace safety

	
	Method
		
	 Data Capture
	  	Supplier will track and report First Call Resolution statistics via its service ticket system.
		
	 Measurement Interval
	  	Monthly.
		
	 Method of Calculation
	  	 For each Measurement Interval:
  

First Call Resolution = [(# of calls “resolved”) / (# of calls)]*100

	
	Service Metric
		
	 Values
	  	Metrics.
		
	 Performance Target
	  	90.0% (subject to baselining) of all first calls are resolved while employee/family or retiree/family is on the initial phone call.
		
	 Metric Type
	  	The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

  

  

			
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	 3.22 Service Desk – Customer Satisfaction

	
	 Service Desk KPI03: Customer Satisfaction

		
	 Objective
	  	To ensure that Supplier is meeting customer (end-user) expectations.
		
	 Definition
	  	Percentage of surveyed employees/participants indicating “overall satisfaction”, using a 5 point scale, where 5 represents completely satisfied and 1 represents completely dissatisfied and “overall
satisfaction” is defined as top 2 responses. Calculated as number of respondents indicating “overall satisfaction”, divided by total number of respondents. LS&Co. and Supplier to mutually agree on CSAT survey
questionnaire.
	
	Method
		
	 Data Capture
	  	LS&Co. and Supplier will develop a mutually acceptable survey and will agree on sample size.
		
	 Measurement Interval
	  	Monthly
		
	 Method of Calculation
	  	 The average score of all survey responses to a specific question (the “Overall Satisfaction” question) from the internal and
external hire surveys. All responses will be totalled to calculate an overall average.
  

[Average score from all responses to specific question]

	
	Service Metric
		
	 Performance Target
	  	Performance Target is achieved when average response indicates an overall satisfaction score of 3.5 or greater on a 5-point scale,
	
	 Service Desk KPI03: Customer Satisfaction

		
		  	subject to baselining.
		
	 Metric Type
	  	The following Service Level is promotable to a Critical Service Level at the election of LS&Co.
	
	 3.23 Service Desk – Inquiry Acknowledgement

	
	 Service Desk KPI04: Inquiry Acknowledgement

		
	 Objective
	  	To ensure that email queries are acknowledged in a reasonable time frame.
		
	 Definition
	  	Measured by the number of inquiries received by email that are acknowledged within 1 business day (24 hours) divided by the total number of emails received.
	
	Method
		
	 Data Capture
	  	Data captured using Supplier’s system.
		
	 Measurement Interval
	  	Daily
		
	 Method of Calculation
	  	 For each Measurement Interval:
  

Acknowledgement percent = [# of inquiries acknowledged within 1 business day) / (total # of inquiries)] * 100

	
	Service Metric
		
	 Values
	  	Metrics.
		
	 Performance Target
	  	100% (subject to baselining) of user emails are acknowledged within 1 business day.
		
	 Metric Type
	  	The following Service Level is promotable to a Critical Service Level at the election of LS&Co.
	
	3.24 Service Desk – Resolution of Escalated Cases
	
	Service Desk KPI05: Resolution of Escalated Cases
		
	 Objective
	  	To ensure that cases escalated to Tier II (Supplier Transaction Processing Team) are resolved in a reasonable time frame.
		
	 Definition
	  	Measured by the number of cases escalated to Tier II or resolved within two business days divided by the number of cases escalated to Tier II.
	
	Method
		
	 Data Capture
	  	Data captured using Supplier’s system
		
	 Measurement Interval
	  	Daily
		
	 Method of Calculation
	  	 For each Measurement Interval:
  

Escalated case resolution percentage = [# of escalated cases resolved within 2 business day) / (# of escalated cases)] * 100

  

  

			
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	 Service Desk KPI05: Resolution of Escalated Cases

	
	Service Metric
		
	 Values
	  	Metrics.
		
	 Performance Target
	  	 95.0% (subject to baselining) of cases escalated to Tier II resolved within 2 Business Days.

 
 In Scope:
  

Incidents escalated to Tier II – Benefits
  

Incidents escalated to Tier II – ER
  

Incidents escalated to Tier II – LOA
  

Incidents escalated to Tier II – Recruiting/Fulfillment

		
	 Metric Type
	  	The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

 3.25 Service Desk – Escalated Cases to LS&Co. 

 

			
	 Service Desk KPI06: Escalated Cases to LS&Co.

		
	 Objective
	  	To ensure the number of escalated cases to Tier III (LS&Co.) are genuine escalations.
		
	 Definition
	  	Number of cases accurately routed to Tier III as per the process guidelines.
	
	Method
		
	 Data Capture
	  	Data captured using Supplier’s system.
		
	 Measurement Interval
	  	Monthly
		
	 Method of Calculation
	  	For each Measurement Interval: (Total number of cases escalated to Tier III– number of cases escalated inaccurately to Tier III ) / total number of escalated cases to Tier III *100
	
	Service Metric
		
	 Values
	  	Metrics
		
	 Performance Target
	  	99% subject to baselining
		
	 Metric Type
	  	The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

 3.26 Service Desk – Service Desk Availability 

 

			
	 Service Desk KPI07: Service Desk Availability

		
	 Objective
	  	To ensure that Supplier call center is available to LS&Co. employees.
		
	 Definition
	  	Measured as the minutes system is available during the agreed helpdesk shift window per region less scheduled maintenance
	
	 Service Desk KPI07: Service Desk Availability

		
		  	 divided by the total available minutes less scheduled maintenance

 
 Outages and downtime stemming from local Supplier telephony outside of Supplier’s
responsibility to be excluded from this calculation.

	
	Method
		
	 Data Capture
	  	ACD reports and/or telephone system reports indicating network and system is available to process calls.
		
	 Measurement Interval
	  	Monthly
		
	 Method of Calculation
	  	 For each Measurement Interval:
  

Service desk availability = [(# of minutes the service desk is available) / (# of total minutes during agreed helpdesk shift window)] * 100

	
	Service Metric
		
	 Values
	  	Metrics.

  

  

			
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	 Performance Target
	  	 Call Center is available 99.9% (subject to baselining) of the time to receive
calls.

		
	 Metric Type
	  	 The following Service Level is promotable to a Critical Service Level at the election of
LS&Co.

 3.27 Service Desk – Call Abandonment Rate 
  

			
	 Service Desk KPI08: Call Abandonment Rate

		
	 Objective
	  	To ensure that Supplier answers end-user calls to its customer service desk prior to the user hanging up.
		
	 Definition
	  	The call abandonment rate is the proportion of calls that come into Supplier’s customer service desk for which LS&Co. end-users either hang up or are disconnected before Supplier
answers the telephone.
	
	Method
		
	 Data Capture
	  	The statistics for measuring call abandonment rates are captured via a Supplier-provided ACD (Automatic Call Distribution) system. Supplier will utilize statistics generated by the ACD to produce reporting that allows for the
monitoring and tracking of Supplier’s compliance with this Service Level.
		
	 Measurement Interval
	  	Daily
		
	 Method of Calculation
	  	 For each Measurement Interval:
  

Call abandonment = [(# of calls abandoned) / (total # of calls)] * 100

	
	Service Metric
		
	 Values
	  	Metrics.
		
	 Performance Target
	  	The average call abandonment rate does not exceed 5% (subject to baselining) of total calls received during the Measurement
	
	 Service Desk KPI08: Call Abandonment Rate

		
		  	Interval.
		
	 Metric Type
	  	The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

 3.28 HRIS – Interface Reliability 
  

			
	 HRIS KPI01: Interface Reliability

		
	 Objective
	  	To ensure that service requests for new interfaces or changes to existing interfaces are implemented into production successfully.
		
	 Definition
	  	Success of building interfaces (new or a change) having no defects during the user acceptance testing (UAT) phase.
	
	Method
		
	 Data Capture
	  	Reports created from Supplier UAT log.
		
	 Measurement Interval
	  	Monthly
		
	 Method of Calculation
	  	 For each Measurement Interval:
  

Modification success rate = 1-[(# of changes installed requiring fixes) / (total number of changes applied)] *
100.

	
	Service Matrix
		
	 Values
	  	Metrics
		
	 Performance Target
	  	95% (subject to baselining) of modification introduced will be cleared during the UAT phase prior to releasing to production environment.

 Metric Type The following Service Level is promotable to a Critical Service Level at the election of LS&Co. 

3.29 HRIS – Incident Management and Resolution 
  

			
	 HRIS KPI02: Incident Management and Resolution

		
	 Objective
	  	To ensure that service restoration for incidents that are caused by Supplier supported systems or interfaces (the “Systems”) are completed in a timely and orderly manner to minimize the impact to LS&Co.’s
business operations.

  

			
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	 Definition
	  	 Supplier will respond and manage all incidents that are escalated to them for the Systems that they are responsible for based on the
following severity levels and Incident response time schedule:
  

•   Severity 1 (Urgent) – System down, business outage, or immediate work stoppage that
threatens current and future business operations of LS&Co.
  

•   Severity 2 (High) – High-impact problem where production is proceeding, but in a
significantly impaired fashion; an Incident with a time-sensitive issue important to long-term productivity that is not causing immediate work stoppage.
  

•   Severity 3 (Medium) – Important issue that does not have significant current
productivity impact. In addition severity 3 includes specific outage scenarios as identified and agreed to by LS&Co.

  

			
	 HRIS KPI02: Incident Management and Resolution

		
		  	 •   Severity 4 (Low) – Minor inconvenience requiring ultimate, but
not immediate, restoration. In addition severity 4 includes specific outage scenarios as identified and agreed to by LS&Co.

	
	Method
		
	 Data Capture
	  	 Incident tracking will be recorded and reported by Supplier. Any service ticket that does not reflect a record of acknowledgement to track
against will be considered a failure. To remove any doubt, this means if a service ticket is opened and no updates are provided within the ticket as to its status until closure is performed, even if closure is performed within a reasonable
timeframe, it will be considered an acknowledgement failure. Example: A Severity 2 (High) ticket is opened at 2:30 p.m. and closed at 4:30 p.m.; no updates are provided for the ticket until the 4:30 p.m. close time.

 
 Although it has been closed in a timely manner, it is considered an acknowledgement
failure because it was not updated in a way that allows the service metric of a 60-minute acknowledgement time to be measured.
  

Acknowledgement means that Supplier performs necessary communications and updates to the Service Ticket to ensure LS&Co. is aware of the time work on the
Incident was started as well as action taken.
  
 Severity 1 and 2 incidents are to be
worked on 24x7 until workaround or service restoration is achieved. Severity 3 and 4 incidents are to be worked on a business-hours basis until workaround or service restoration is achieved.

		
	 Measurement Interval
	  	Per incident.
		
	 Method of Calculation
	  	 (1) Number of incidents at each severity level acknowledged within the timeframes specified in the Metrics section below divided by number
of Incidents at each correlating severity level.
  
 (2) Number of incidents at each
severity level resolved or with a workaround in place within the timeframes specified in the service metric section below divided by number of Incidents at each correlating severity level.

	
	Service Metric
		
	 Values
	  	Metrics
		
	 Performance Target
	  	98% (subject to baselining) or more of:
	
	 HRIS KPI02: Incident Management and Resolution

		
		  	 •   Severity 1 (Urgent) Incidents are acknowledged within two (2 ) hours
and are either resolved or have a workaround implemented within one business day following acknowledgement; (an exception here will be in case that Severity 1 is on account of the Workday application unavailability itself or a Workday product
defect) and
  

•   Severity 2 (High) Incidents are acknowledged within one (2) hour and are either
resolved or have a workaround implemented within one business day following acknowledgement; and
  

•   Severity 3 (Medium) Incidents are acknowledged within 24 hours of ticket opening, during
8:00 AM to 5:00 PM local business hours, and are either resolved or have a work around implemented within 2 business days following acknowledgement; and

  

  

			
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		  	 •   Severity 4 (Low) Incidents are acknowledged within 24 hours of ticket
opening, during 8:00 AM to 5:00 PM local business hours, and are either resolved or have a work around implemented within 5 business days following acknowledgement.
  

100% of all incidents are either resolved or have a workaround implemented within 10 business days

		
	 Metric Type
	  	The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

 3.30 HRIS – Problem Management Root Cause Analysis 

 

									
	 HRIS SLA01: Problem Management Root Cause Analysis

					
	 Service Level Measure
	  	 Target Time
	  	 Performance
Goal
(Aspirational
Target)
	  	 Performance

Target
	  	 Measurement

Interval

	Priority 1	  	3 Calendar days	  	100%	  	99% (To be Baselined)	  	Monthly
					
	Priority 2	  	5 Calendar days	  	100%	  	97% (To be Baselined)	  	Monthly
					
	Priority 3	  	15 Calendar days	  	100%	  	95%	  	Monthly
		
	Data Capture	  	ITSM Tool (Service Now)
		
	Method of Calculation	  	(Total number of Priority N (N=1,2,3 or 4) problems resolved within Target time within the measurement interval /
	
	 HRIS SLA01: Problem Management Root Cause Analysis

					
	 Service Level Measure
	  	 Target Time
	  	 Performance

Goal
 (Aspirational

Target)
	  	 Performance

Target
	  	 Measurement

Interval

		  	 Total number of Priority N (N=1,2,3 or 4) Problems resolved within the measurement interval) * 100%

Note: Resolution Time = Problem Resolved time—Problem Assigned time A problem is considered to be resolved once RCA is submitted

		
	 Exclusions
	  	 •   Anything with regard to enhancements or pending for Change
to be implemented
  

•   Time taken by Customer or Third-Party Vendors in resolving an Incident before it is
assigned to the Supplier would be excluded from Supplier’s resolution goal target

		
	 Low Volume Clause
	  	 •   Low Volume Service Levels: In respect of any Service
Level that has low volumes of data points in any given Measurement Interval (i.e., Service Levels where the number of measured data points occurring in a given Measurement Interval is so low that a single failure would result in an Service Level
Failure), supplier shall have the right to eliminate one (1) data point from the calculation of compliance with each such Service Level, as applicable.

 This will be reported along with Global Apps Service Levels 

3.31 HRIS – Change Management Enhancement 
  

											
	 HRIS SLA02: Change Management Enhancement

 

	 Service Level Measure
	  	Target
Time	  	Performance
Goal
(Aspirational
Target)	  	Performance
Target	  	Measurement
Interval	  	 Calculation Method

	Applications promoted to production error free	  	(Not
Applicable)	  	100%	  	97%	  	Monthly	  	(Total number of Resolved Enhancement CRs without any post production defects within the measurement interval / Total number of Enhancement CRs resolved within the measurement interval) * 100%

  

  

			
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	Enhancements delivered on	  	Not Applicable	  	100%	  	95%	  	Monthly	  	(Total number of Resolved Enhancement CRs where Actual
	
	 HRIS SLA02: Change Management Enhancement

						
	 Service Level Measure
	  	 Target

Time
	  	 Performance
Goal
(Aspirational
Target)
	  	 Performance
Target
	  	 Measurement

Interval
	  	 Calculation Method

	schedule	  		  		  		  		  	Implementation date <= Planned Implementation date within Target time within the measurement interval / Total number of Enhancement CRs resolved within the measurement interval) * 100%
						
	Turnaround enhancements estimates (effort)	  	5 Calendar days	  	100%	  	95%	  	Monthly	  	 (Total number of Enhancements requests responded within the target time/ Total number of Enhancements requests received within the
measurement interval) * 100%
  
 NOTE: Provided the target time falls within the
measurement interval

		
	Data Capture Exclusions	  	ITSM Tool (Service Now)
		
		  	 •   Time taken by Customer or Third-Party Vendors in resolving
an Incident before it is assigned to the Supplier would be excluded from Supplier’s resolution goal target

		
	Low Volume Clause	  	 •   Low Volume Service Levels: In respect of any Service Level
that has low volumes of data points in any given Measurement Interval (i.e., Service Levels where the number of measured data points occurring in a given Measurement Interval is so low that a single failure would result in an Service Level Failure),
supplier shall have the right to eliminate one (1) data point from the calculation of compliance with each such Service Levels, as applicable.

 This will be reported along with Global Apps Service Levels 

3.32 HRIS – HR Portal Availability 
  

			
	 HRIS KPI03: HR Portal Availability

		
	 Objective
	  	To ensure that LS&Co. employees have access to the HR portal on an as-needed basis.
	
	 HRIS KPI03: HR Portal Availability

		
	 Definition
	  	The percentage time the HR portal is accessible by LS&Co. employees.
	
	Method
		
	 Data Capture
	  	Reports indicating employee has access to the portal and the system is able to process employee requests.
		
	 Measurement Interval
	  	Monthly
		
	 Method of Calculation
	  	 For each Measurement Interval:
  

Availability = [(# of minutes HR portal not available) / (total # of minutes in measurement interval)] * 100

 
 Note: Total minutes available in a Measurement Interval excluding scheduled
downtime.

	
	Service Metric
		
	 Values
	  	Metrics
		
	 Performance Target
	  	Availability is equal to or greater than 99%. (subject to baselining)

  

  

			
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	 Metric Type
	  	The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

 3.33 HRIS – HR Portal Speed 
  

			
	 HRIS KPI04: HR Portal Speed

		
	 Objective
	  	To ensure that LS&Co. employees can access the HR portal in a reasonable amount of time.
		
	 Definition
	  	The time it takes for LS&Co. employees to access the HR portal.
	
	Method
		
	 Data Capture
	  	Reports indicating speed of HR portal.
		
	 Measurement Interval
	  	Monthly
		
	 Method of Calculation
	  	 For each Measurement Interval:
  

TBD pending determination of metric and mechanism to track the metric.

	
	Service Metric
	 Values
	  	 Metrics

		
	 Performance Target
	  	TBD
		
	 Metric Type
	  	The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

 3.34 HRIS – HR Portal Speed to Update 
  

			
	 HRIS KPI05: HR Portal Speed to Update

		
	 Objective
	  	To ensure that the Supplier updates the HR portal in a timely manner.
		
	 Definition
	  	Measured as the percentage of updates provided by LS&Co. completed within 24 hours and 72 hours.
	
	Method
		
	 Data Capture
	  	Report prepared by Supplier from their request tracking system showing request date and completion date compared to agreed turnaround times as identified in the service metric sections below.
		
	 Measurement Interval
	  	Monthly
		
	 Method of Calculation
	  	 For each Measurement Interval:
  

Speed to update 1 = [(# of updates completed within 24 hours of request) / (# of updates requested)] *100

 
 Speed to update 2 = [(# of updates completed within 72 hours of request) / (# of updates
requested)] *100

	
	Service Metric
		
	 Values
	  	Metrics
		
	 Performance Target
	  	Performance Target is achieved when 99.0% of updates are on the portal within 24 hours (subject to baselining) of request and 100% of updates within 72 hours (subject to baselining)
		
	 Metric Type
	  	The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

 3.35 HRIS – Reporting Accuracy and Timing 
  

			
	 HRIS KPI06: Reporting Accuracy and Timing

		
	 Objective
	  	To measure the accuracy and timeliness of performance reporting by Supplier.
		
	 Definition
	  	 The percentage of performance reports that are generated and delivered error-free and on time within the scheduled reporting
timeframe.
  
 Service Level applies to all measured services that are reported as part
of standard monthly or quarterly reports.

  

  

			
	LS&Co. – Exhibit 3.1 – Service Level Definitions – Human Resource Services	  	Page 18

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	Method
		
	 Data Capture
	  	Status report prepared by Supplier showing the agreed to performance that are delivered to LS&Co. accurately and on time.
		
	 Measurement Interval
	  	Monthly
		
	 Method of Calculation
	  	 For each Measurement Interval:
  

Performance report quality = [(# of accurate and on time reports) / (# of performance reports)] * 100

	
	Service Metric
		
	 Values
	  	Metrics
	
	 HRIS KPI06: Reporting Accuracy and Timing

		
	 Performance Target
	  	Performance Target is achieved when Supplier delivers standard performance reports that are 99% (subject to baselining) error-free within 5 business days of expected receipt as defined elsewhere in the agreement.
		
	 Increased Impact
	  	Increased impact is when reports are less than 95% error free, or are not delivered to LS&Co. within 10 business days of expected receipt.
		
	 Metric Type
	  	The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

  

  

			
	LS&Co. – Exhibit 3.1 – Service Level Definitions – Human Resource Services	  	Page 19

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 MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 3 

SERVICE LEVEL MANAGEMENT 

ATTACHMENT 3.2 

SERVICE LEVEL DEFINITIONS – FINANCE SERVICES 

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EXECUTION VERSION 
  

 TABLE OF CONTENTS 

 

									
	1.	  	Introduction.	  	 	1	 
				
		  	1.1	  	General	  	 	1	 
		  	1.2	  	References	  	 	1	 
		  	1.3	  	Definitions	  	 	1	 
		  	1.4	  	Completion of Service Level Definitions	  	 	1	 
			
	2.	  	Critical Service Levels.	  	 	1	 
				
		  	2.1	  	Accounts Payable	  	 	1	 
		  	2.2	  	Travel & Expense (T&E)	  	 	3	 
		  	2.3	  	Payroll	  	 	5	 
		  	2.4	  	Accounts Receivable	  	 	6	 
		  	2.5	  	General Accounting	  	 	10	 
		  	2.6	  	Inventory Accounting	  	 	12	 
		  	2.7	  	Treasury Transactions	  	 	13	 
		  	2.8	  	Internal Reporting	  	 	14	 
		  	2.9	  	Indirect Procurement	  	 	14	 
		  	2.10	  	Technology and Master Data Management	  	 	16	 

  

			
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	1.	 INTRODUCTION. 

 

	1.1	 General. This Attachment describes each Service Level. For each Service Level this Attachment details
the applicable Performance Target, the method for measuring the Service Level and the formula for calculating achievement of the Performance Target. For each Critical Service Level, the Weighting Factor applicable at the Effective Date shall be as
set forth in this Attachment. 

  

	1.2	 References. References to an Attachment, Appendix, Section or Article shall be to such Attachment or
Appendix to, or Section or Article of, this Exhibit unless otherwise provided. A reference to this Exhibit includes a reference to the Attachments and Appendices attached hereto. 

 

	1.3	 Definitions. As used in this Exhibit, capitalized terms shall have the meanings set forth in Exhibit
1. Other terms used in this Exhibit are defined where they are used and have the meanings there indicated. 

  

	1.4	 Completion of Service Level Definitions. The Service Levels included in this Attachment at the Effective
Date reflect the Parties’ best efforts to define the applicable Service Levels for the Service (and applicable Performance Targets and Service Level Credits). After the Effective Date, the Parties shall work in good faith with each other to
finalize the list of Service Levels (and the associated Performance Targets and Service Level Credits) that will be applicable to Supplier’s performance of the Services after the applicable Commencement Date. Despite the foregoing, the Parties
agree that this Attachment shall not be amended without the mutual written agreement of both Parties. 

  

	2.	 CRITICAL SERVICE LEVELS. 

 

			
	 2.1 Accounts Payable

 

	 Accounts Payable SL01: Accounts Payable –
Non-Urgent Invoice Processing-Timeliness

		
	 Objective
	  	Turn-around of time of non-urgent invoices
		
	 Definition
	  	 % of total non-urgent invoices processed within the agreed timeframe

 
 Definition of Processed and Timeframe:

 
 An invoice is considered “processed” if it is approved, pended, declined, or
routed.
  
 All invoices must be processed within two business days from the receipt of
invoice, based on a FIFO (First in-First-out) prioritization.

	  
 Accounts
Payable SL01: Accounts Payable – Non-Urgent Invoice Processing-Timeliness

		
		  	On the last business day of the month, Supplier must process all invoices received by 8:00 PM local country time on the same day. Supplier must also ensure all “past due” invoices (i.e., current date exceeds invoice
date plus payment term window) received by 8:00 PM local country time on the last business day of the month are processed on the same day.
	
	Method
		
	 Data Capture
	  	Underlying LS&Co. Technology Framework/ Base))) Suite
		
	 Measurement Interval
	  	Daily (reported weekly)
		
	 Method of Calculation
	  	(Total non-urgent invoices processed within the agreed timeframe / Total non-urgent invoices processed during the measurement interval)*100
	
	Performance Target
		
	 Performance Target
	  	Performance Target is achieved when 99% of non-urgent invoices are turned around within the agreed timeframe and in accordance LS&Co. stipulations.
		
	 Metric Type
	  	Critical Service Level
	
	 Accounts Payable SL02: Accounts Payable – Invoice Processing-
Accuracy

		
	 Objective
	  	Accuracy of all invoice processing
		
	 Definition
	  	 % of total invoices posted accurately
  

Definition of Posted and Accuracy:
  

An invoice is considered “posted” if it is has been posted in SAP.
  

An invoice is considered “accurate” if it is complete and error-free.
  

Criteria regarding what makes an invoice error free can be discussed during Transition Analysis/Knowledge Acquisition but will not result in an all-encompassing checklist that would make an invoice error free.

  

  

			
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	Method
		
	 Data Capture
	  	Underlying LS&Co. Technology Framework/ Base))) Suite
		
	 Measurement Interval
	  	Daily (reported weekly)
	  
 Accounts
Payable SL01: Accounts Payable – Non-Urgent Invoice Processing-Timeliness

		
	 Method of Calculation
	  	(Total invoices posted accurately (i.e. vendor name, vendor #, amount, PO, GL Code, invoice date, invoice number etc) / Total invoices posted during the measurement interval)*100
	  
 Performance Target

		
	 Performance Target
	  	Performance Target is achieved when 99% of invoices are turned around accurately.
		
	 Metric Type
	  	Critical Service Level
	  
 Accounts
Payable SL03: Accounts Payable – Urgent Invoices-Timeliness

		
	 Objective
	  	Turn-around of time of Urgent Invoices (TBD definition of Urgent invoices)
		
	  
  
  

Definition
	  	 % of total Urgent Invoices posted within agreed timeframe
  

Definition of Posted and Timeframe:
  

An urgent invoice is considered “posted” if it is entered into SAP.
  

Urgent invoices must be posted and ready to pay on the next payment run (as per regional banking schedule).The schedule will be further discussed during
TA/KA.

	  
 Method

		
	 Data Capture
	  	Underlying LS&Co. Technology Framework/ Base))) Suite
		
	 Measurement Interval
	  	Daily (reported weekly)
		
	 Method of Calculation
	  	(Total invoices posted within the agreed timeframe / Total invoices posted during the measurement interval)*100
	
	Performance Target
		
	 Performance Target
	  	Performance Target is achieved when 100% of invoices are turned around within the agreed timeframe
		
	 Metric Type
	  	Critical Service Level
	  
 Accounts
Payable SL04: Accounts Payable – Query Response and Resolution-Timeliness

		
	 Objective
	  	Timeliness of query response and resolution
		
	 Definition
	  	 1. % queries responded within the agreed timeframe
  

2. % queries resolved within the agreed timeframe

	
	 Accounts Payable SL01: Accounts Payable –
Non-Urgent Invoice Processing- Timeliness

		
		  	 Definition of Responded and Timeframe:
  

A query is considered “responded” if it is resolved, pended or routed as per the appropriate handoffs.

 
 All queries must be responded within a day. Queries include phone calls, voice mails,
and emails.
  
 Definition of Resolved and Timeframe:

 
 A query is considered “resolved” if it is resolved, escalated per desktop
procedures or closed. All queries must be resolved within two business days.
  

	Method
		
	 Data Capture
	  	Underlying LS&Co. Technology Framework/ Base))) Suite
		
	 Measurement Interval
	  	Daily (reported weekly)
		
	 Method of Calculation
	  	 1. (Queries responded within agreed timeframe / Total queries handled)*100

 
 2. (Queries resolved within agreed timeframe / Total queries handled)*100

	
	Performance Target
		
	 Performance Target
	  	 1. Performance Target is achieved when 98% of queries are responded within the agreed timeframe

 
 2. Performance Target is achieved when 98% of queries are resolved within the
agreed timeframe

  

  

			
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	 Metric Type
	  	 Critical Service Level

	
	 Accounts Payable SLI01: Accounts Payable– Payments Processing- On Time
Payments

		
	 Objective
	  	Measure the on-time payments to vendors
		
	  
  
  

Definition
	  	 % of total vendor payments made within payment terms
  

Criteria to determine and factor in delayed payments attributable to delay in receipt of invoices at Supplier, delayed resolution by LS&Co/vendors to
release the invoice block/provide clarification/approve etc in calculating Supplier’s performance will be discussed during Transition

	  
 Accounts
Payable SLI01: Accounts Payable– Payments Processing- On Time Payments

		
		  	 Analysis/Knowledge Acquisition phase
  

Definition of Payment Terms:
  

A list of Payment Terms will be delivered during TA / KA

	
	Method
		
	 Data Capture
	  	Underlying LS&Co. Technology Framework/ Base))) Suite
		
	 Measurement Interval
	  	Daily (reported weekly)
		
	 Method of Calculation
	  	(Total invoices paid within the payment terms per SAP / Total invoices paid)*100
	
	Performance Target
		
	 Performance Target
	  	Expected Performance Target is achieved when 99% of total vendor payments made within payment terms
		
	 Metric Type
	  	Critical Service Level
	  
 Accounts
Payable SL02: Accounts Payable– Invoice Processing- Average Cycle Time

		
	 Objective
	  	Invoice processing average cycle time
		
	 Definition
	  	Average cycle time of invoices processed and ready for payment in a measurement period
	
	Method
		
	 Data Capture
	  	Underlying LS&Co. Technology Framework/ Base))) Suite
		
	 Measurement Interval
	  	Weekly (reported monthly)
		
	 Method of Calculation
	  	Average of cycle time (invoice date to ready for payment date) of all the invoices processed in a measurement period (measured in hours)
	
	Performance Target
		
	 Performance Target
	  	 Performance Target: Performance Target is met when the average cycle time for invoices is 9 days or less.

 
 Supplier and LS&CO. to define criteria for determination of factors which need to be
duly considered for evaluating Supplier’s performance. For instance, delayed receipt of invoices for processing, delay in reverts from vendors/LS&CO. for exception resolution, etc during the Transition Analysis/Knowledge Acquisition
phases.
  
 [cycle time reported in hours should demonstrate continuous improvement
for critical service measures that would be set forth during TA/KA]

	  
 Accounts
Payable SLI01: Accounts Payable– Payments Processing- On Time Payments

		
	 Metric Type
	  	Critical Service Level

 2.2 Travel & Expense (T&E) 
  

			
	 SL01: Travel & Expense – Expense Statement Processing-
Timeliness

		
	 Objective
	  	Timeliness of employee expense report processing

  

			
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	 Definition
	  	 % expense reports processed within agreed timeframe
  

Definition of Processed and Timeframe:
  

An expense report is considered “processed” when it is received and has been put into an audit queue or cleared for payment.

 
 Reports (less reports returned to LS&Co. due to LS&Co. errors and omissions that
prohibit expense processing) submitted to the back office must be processed by 3:00 PM local country time the next business day following FIFO prioritization.

	
	Method
		
	 Data Capture
	  	Underlying LS&Co. Technology Framework/ Base))) Suite
		
	 Measurement Interval
	  	Daily (Monthly)
		
	 Method of Calculation
	  	(# of employee expense reports requests processed within agreed timeframe / total # of employee expense reports processed in a measurement period)*100
	
	Performance Target
		
	 Performance Target
	  	 Performance Target is achieved when 99% of Expense reports are processed within the agreed timeframe as defined above.

 
 [Measurement to exclude cases where delayed payment is on account of dependencies on
employees/approvers and these will be further defined in TA / KA]

		
	 Metric Type
	  	Critical Service Level
	  
 SL02:
Travel & Expense –Expense Statement Processing- Accuracy

		
	 Objective
	  	Accuracy of employee expense report (EER) processing
		
	  
  
  

Definition
	  	 % of accurate payment to employees by processing the EERs
  

Definition of Processed and Accuracy:
  

An expense report is considered “processed” when it is received and has been put into an audit queue or cleared for payment.

 
 An expense report is considered “accurate” if it is complete and error-free.
Criteria regarding what makes an expense report error free can be discussed during Transition Analysis/Knowledge Acquisition but will not result in an all-encompassing checklist that would make an expense
report error free.

	
	Method
		
	 Data Capture
	  	Underlying LS&Co. Technology Framework/ Base))) Suite
		
	 Measurement Interval
	  	Daily (Monthly)
		
	 Method of Calculation
	  	(# of accurately processed employee expense reports / total # of employee expense reports processed in a measurement period)*100
	
	Performance Target
		
	 Performance Target
	  	Performance Target is achieved when 99% of payments made to employees by processing the EERs is accurate
		
	 Metric Type
	  	Critical Service Level
	  
 SL03:
Travel & Expense – Query Response and Resolution- Timeliness

		
	 Objective
	  	Timeliness of travel and expense (T&E) query response and resolution
		
	  
  
  

 
 Definition
	  	 1. % queries responded within the agreed timeframe
  

2. % queries resolved within the agreed timeframe
  

Definition of Responded and Timeframe:
  

A query is considered “responded” if it is resolved, pended or routed as per the appropriate handoffs.

 
 All queries must be responded within a day. Queries include phone calls, voice mails,
and emails.
  
 Definition of Resolved and Timeframe:

 
 A query is considered “resolved” if it is resolved, escalated per desktop
procedures or closed. All queries must be resolved within two business days.

	
	Method
		
	 Data Capture
	  	Underlying LS&Co. Technology Framework/ Base)))TM Suite
		
	 Measurement Interval
	  	Daily (Monthly)

  

  

			
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	 Method of Calculation
	  	(# of T&E requests responded within agreed timeframe/ total # of T&E requests responded in a measurement period)*100
	
	Performance Target
		
	 Performance Target
	  	Performance Target is achieved when 95% of queries are responded within agreed timeframe
		
	 Metric Type
	  	Critical Service Level
	  
 KP01:
Travel & Expense – Cycle time for expense reports

		
	 Objective
	  	Measure the cycle time for expense reports
		
	  
  

Definition
	  	 Average cycle time. Start time is based on the time stamp of when the report is submitted and end time is based on the time stamp when the
report is ready for payment
  
 Definition for Cycle Time:

 
 Cycle time includes time for processing and getting the expense report ready for
payment

	
	Method
		
	 Data Capture
	  	Underlying LS&Co. Technology Framework/ Base))) Suite
		
	 Measurement Interval
	  	Daily (Monthly)
		
	 Method of Calculation
	  	Average of cycle time of all expense reports processed in a measurement period (measured in hours)
	
	Performance Target
		
	 Performance Target
	  	Process Metric
		
	 Metric Type
	  	KPI

 2.3 Payroll 
  

			
	 SL01: Payroll Timeliness

		
	 Objective
	  	Ensure timeliness of employee payments in terms of percentage of payments distributed on time
		
	 Definition
	  	Number of payments distributed on time per agreed schedule
	
	 SL01: Payroll Timeliness

		
		  	 Definition of Schedule:
  

Payroll schedules by country will be provided during TA / KA

	
	Method
		
	 Data Capture
	  	Captured using the LS&Co. and 3rd party payroll systems /manual files (as appropriate)
		
	 Measurement Interval
	  	Bi-weekly (Monthly)
		
	 Method of Calculation
	  	 Number of payments distributed on time per agreed schedules (total payments minus payments distributed late) in a measurement window
divided by total number of payments produced in that period * 100
  
 Definition
of Distributed:
  
 “Distributed” is defined as when the payments are
put into distribution channels (e.g., bank file processed or payment mailed)

	
	Performance Target
		
	 Performance Target
	  	Performance Target is achieved when 100% of payments are distributed on time per the agreed schedule
		
	 Metric Type
	  	Critical Service Level
	
	 SL02: Payroll Accuracy –
3rd party

		
	 Objective
	  	Ensure number of third party files delivered accurately
		
	 Definition
	  	 % of payments distributed on time per agreed schedule
  

Definition of Accuracy:
  

A payment is considered “accurate” if it is complete and error-free. Criteria regarding what makes a payment error free can be discussed during
Transition Analysis/Knowledge Acquisition but will not result in an all-encompassing checklist that would make a payment error free.

  

  

			
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	Method
		
	 Data Capture
	  	Captured using the 3rd party payroll systems/manual files (as appropriate)
		
	 Measurement Interval
	  	Bi-weekly, Monthly
		
	 Method of Calculation
	  	(Number of 3rd party payroll delivered accurately, as per agreed schedules) / (total number of 3rd party payroll scheduled
to be delivered during the measurement window) * 100
	
	Performance Target
	
	 SL01: Payroll Timeliness

		
	 Performance Target
	  	Performance Target is achieved when 99% of third party files are delivered accurately
		
	 Metric Type
	  	Critical Service Level
	
	 SL01: Payroll Overpayment

		
	 Objective
	  	To ensure payments processed accurately without overpayment
		
	 Definition
	  	The percent of payments that do not contain a processing error or incompletion for the measurement window that would result in overpayment
	
	Method
		
	 Data Capture
	  	Captured using the LS&Co. or 3rd party payroll system
		
	 Measurement Interval
	  	Weekly, Bi-weekly or Monthly
		
	 Method of Calculation
	  	(Total number of payments processed—the total number of errors resulting in overpayment) divided by the total number of payments * 100
	
	Performance Target
		
	 Performance Target
	  	Performance Target is achieved when 99% of payments do not contain a processing error resulting in an overpayment for the measurement window
		
	 Metric Type
	  	Critical Service Level
	
	 SL02: Payroll Underpayment

		
	 Objective
	  	To ensure payments processed accurately without Underpayment
		
	 Definition
	  	The percent of payments that do not contain a processing error or incompletion for the measurement window that would result in underpayment
	
	Method
		
	 Data Capture
	  	Captured using the LS&Co. or 3rd party payroll system
		
	 Measurement Interval
	  	Weekly, Bi-weekly or Monthly
		
	 Method of Calculation
	  	(Total number of payments processed—the total number of errors resulting in underpayment) divided by the total number of payments * 100
	
	 SL02: Payroll Underpayment

	
	Performance Target
		
	 Performance Target
	  	Performance Target is achieved when 99% of payments do not contain a processing error resulting in an underpayment for the measurement window
		
	 Metric Type
	  	Critical Service Level

 2.4 Accounts Receivable 
  

			
	 SL01: AR – Performance Target Objective

		
	 Objective
	  	Timeliness and completeness of manual invoice/credit memo creation
		
	  
  

Definition
	  	 % of manual invoices / credit memo created within agreed timeframe

 
 Definition of Timeframe:

 
 All urgent manual invoices / credit memo must be issued within 24 hours. Non-urgent must be issued within 72 hours.
  
 On the
last business day of the month, Supplier must issue all invoices by 8:00 PM local country time on the same day.

  

  

			
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	Method
		
	 Data Capture
	  	Underlying LS&Co. Technology Framework/ Base))) Suite
		
	 Measurement Interval
	  	Daily (Monthly)
		
	  
  

Method of Calculation
	  	 Urgent Manual Invoices / Credit Memo
  

Sum of all manual invoices issued within 24 Hours (i.e., Process completion time – time stamp < 24 hours) / Total urgent manual invoices.

 
 Non-Urgent Manual Invoices / Credit
Memo
  
 Sum of all manual invoices issued within 72 Hours (i.e., Process completion
time – time stamp< 72 hours) / Total non-urgent manual invoices.

	
	Performance Target
		
	 Performance Target
	  	Performance Target is achieved when 98% of invoices created within agreed timeframe
		
	 Metric Type
	  	Critical Service Level
	
	 SL02: AR – Accuracy of Invoices / Credit Memos

		
	 Objective
	  	Accuracy of invoices/credit memos created (tracked separately for credit memos, manual invoices and automatic invoices)
		
	  
 Definition
	  	 % of invoices / credit memos created accurately
  

Definition of Accurately:
  

An invoice / credit memo is considered “accurate” if it is complete and error-free. Criteria regarding what makes an invoice/credit memo error free
can be discussed during Transition Analysis/Knowledge Acquisition but will not result in an all-encompassing checklist that would make an invoice/credit memo error free.

	
	Method
		
	 Data Capture
	  	Underlying LS&Co. Technology Framework/ Base))) Suite
		
	 Measurement Interval
	  	Daily (Monthly)
		
	 Method of Calculation
	  	(# of invoices/credit memos raised accurately) / (total # of invoices/credit memos raised in the measurement period) * 100
	
	Performance Target
		
	 Performance Target
	  	Performance Target is achieved when 100% of invoices are created accurately

  

			
	 Metric Type
	  	Critical Service Level
	
	 SL03: AR – Timelines of Cash Application

		
	 Objective
	  	Timeliness of cash application (third party, O&O and country level if enabled within underlying LS&Co. systems)
		
	  
  
  

Definition
	  	 % of cash applied in relevant customer accounts within agreed timeframe

 
 Definition of Relevant Customer Accounts and Timeframe:

 
 All cash application requests have to be processed (applied to customer invoice,
account, escalated or suspense account or escalated to LS&Co. /customers per desktop procedures) and accompanied by remittance advice within 24 hours of receipt.
  

“Relevant customer accounts” will be provided during TA / KA

	
	Method
		
	 Data Capture
	  	Underlying LS&Co. Technology Framework/ Base))) Suite
		
	 Measurement Interval
	  	Daily (Monthly)
		
	 Method of Calculation
	  	(Total sum of cash applied within agreed timeframe / Total sum of cash applied for application in a measurement period) * 100
	
	Performance Target
		
	 Performance Target
	  	Performance Target is achieved when 99% of cash applied in relevant customer accounts is within agreed timeframe

  

			
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	 Metric Type
	  	Critical Service Level
	
	 SL04: AR – Accuracy of Cash Application

		
	 Objective
	  	Accuracy of cash application (third party, O&O and country level if enabled within underlying LS&Co. systems)
		
	  
  
  

Definition
	  	 % of accurately applied cash out of total cash applied
  

Definition of Accurately:
  

A cash application is considered “accurate” if it is complete and error-free. Criteria regarding what makes a cash application error free can be
discussed during Transition Analysis/Knowledge Acquisition but will not result in an all-encompassing checklist that would make a cash application error free.

	
	Method
		
	 Data Capture
	  	Underlying LS&Co. Technology Framework/ Base Suite
		
	 Measurement Interval
	  	Daily (Monthly)
		
	 Method of Calculation
	  	(Total sum of cash applied accurately / total sum of cash applied to customer accounts by the team in a measurement period) * 100
	
	Performance Target
		
	 Performance Target
	  	Performance Target is achieved when 100% of cash is applied accurately out of total cash applied
		
	 Metric Type
	  	Critical Service Level
	
	 SL05: AR – Timeliness of Credit Check Request

		
	 Objective
	  	Timeliness of credit check request processing
		
	  
  

Definition
	  	 % of credit check requests processed within agreed timeframe
  

Definition of Processed and Timeframe:
  

All urgent credit check requests received by 3 PM local country time have to be processed within 24 hours. Requests received post 3 PM local country time can
be applied the next day and still meet Performance Target. Non-urgent credit checks can be completed within 72 hours of receipt and still meet service request.

	
	Method
		
	 Data Capture
	  	Underlying LS&Co. Technology Framework/ Base))) Suite
		
	 Measurement Interval
	  	Daily (Monthly)
		
	 Method of Calculation
	  	 Urgent Credit Check
  

Sum of all urgent credit check processed within 24 Hours / Total all urgent credit checks.

 
 Non-Urgent Credit Check

 
 Sum of all non-urgent credit checks processed
within 72 Hours / Total non-urgent credit checks.

	
	Performance Target
		
	 Performance Target
	  	Performance Target is achieved when 95% of all credit check types are processed within the agreed timeframe
		
	 Metric Type
	  	Critical Service Level
	
	 SL02: AR – Collections- Past Due %- Performance Target
Objective

		
	 Objective
	  	Past-due%
		
	  
  

Definition
	  	 % cash past-due
  

Definition of Past Due:
  

Past Due is defined as ten calendar days for US accounts and thirty calendar days for Canada and Mexico. Past due for LSE and AMA is ten days.

 
 Supplier and LS&Co. to mutually agree during TA/KA criteria to define % past due
performance attributable to Supplier versus general customer/business landscape. This is our current business processes and LS&Co. does not anticipate any changes.

  

			
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	Method
		
	 Data Capture
	  	Underlying LS&Co. Technology Framework/ Base))) Suite
		
	 Measurement Interval
	  	Daily (Monthly)
		
	 Method of Calculation
	  	(# of past due payments/total due payments) * 100
	
	Performance Target
		
	 Performance Target
	  	Performance Target is achieved when 95% are not past due
		
	 Metric Type
	  	Critical Service Level
	
	 SL03: AR – Retail Cash Clearing- Timeliness- Performance Target
Objective

		
	 Objective
	  	Timeliness of retail cash clearing
		
	  
  

Definition
	  	 % retail cash applied within agreed timelines
  

Definition of Timeline:
  

All retail cash must be cleared daily

	
	Method
		
	 Data Capture
	  	Underlying LS&Co. Technology Framework/ Base))) Suite
		
	 Measurement Interval
	  	Daily (Monthly)
		
	 Method of Calculation
	  	(# of retail cash applied within agreed timelines / total cash required to be applied in the measurement period)*100
	
	Performance Target
		
	 Performance Target
	  	Performance Target is achieved when 99% retail cash is applied within agreed timelines.
		
	 Metric Type
	  	Critical Service Level
	
	 SL04: AR – Dispute Resolution- Timeliness and recovery % of dispute
resolution

		
	 Objective
	  	Timeliness of dispute resolution
		
	  
 Definition
	  	 % of disputed items beyond 15days
  

Aging of dispute resolution may vary from country to country depending on a variety of reasons. Additional stipulations will be added during TA / KA
effort.

	
	Method
		
	 Data Capture
	  	Underlying LS&Co. Technology Framework/ Base))) Suite
		
	 Measurement Interval
	  	Daily (Monthly)
		
	 Method of Calculation
	  	(1- (# of disputed items beyond 15 days / total # disputes items in a measurement period))*100
	
	Performance Target
		
	 Performance Target
	  	 Performance Target is achieved when 90% of disputed items are within 15days of ageing and 95% of disputed items are in a UDM case within
10 days of cash application
  
 [Ageing limit applies in all cases unless exceptions
are discovered during TA/KA]

		
	 Metric Type
	  	Critical Service Level
	
	 SL05: AR – Retail Cash- Aging Report

		
	 Objective
	  	Track retail cash aging by country
		
	 Definition
	  	Retail cash aging reporting
	
	Method
		
	 Data Capture
	  	Underlying LS&Co. Technology Framework/ Base))) Suite
		
	 Measurement Interval
	  	Daily (Monthly)
		
	 Method of Calculation
	  	Per agreed reporting process and desktop procedures
	
	Performance Target
		
	 Performance Target
	  	Aged items should be less than 10 days of ageing 95% of the time
		
	 Metric Type
	  	Critical Service Level

  

  

			
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 2.5 General Accounting 
  

			
	 SL01: General Accounting – Timely Closure

		
	 Objective
	  	Timeliness of month-end tasks to ensure sufficient time for review of financial position before the hard close of GL
		
	  
  
  

Definition
	  	 % Month End Tasks completed per the close schedule
  

Definition of Close Schedule:
  

All closing activities must be updated and completed as per the Close Schedule to be provided during TA / KA.

	
	Method
		
	 Data Capture
	  	Underlying LS&Co. Technology Framework/ Base))) Suite
		
	 Measurement Interval
	  	Monthly
		
	 Method of Calculation
	  	(# of month end activities performed as per agreed schedule / Total activities required to be performed as per scheduled)*100
	
	Performance Target
		
	 Performance Target
	  	Performance Target is achieved when 100% Month End Tasks is completed within agreed timeframe
		
	 Metric Type
	  	Critical Service Level
	
	 SL02: General Accounting – Accuracy of
Month-End Tasks

		
	 Objective
	  	Accuracy of month-end tasks to ensure materially accurate financial statements
		
	  
  
  

Definition
	  	 % of month-end activities performed accurately as per accounting policies and procedures

 
 Definition of Accurately:

 
 A month end task is considered “accurate” if it is complete and error-free.
Criteria regarding what makes a task error free can be discussed during Transition Analysis/Knowledge Acquisition but will not result in an all-encompassing checklist that would make a task error free.

 
 [LS&Co. will provide accounting policies and procedures during
TA/KA]

	
	Method
		
	 Data Capture
	  	Underlying LS&Co. Technology Framework/ Base))) Suite
		
	 Measurement Interval
	  	Monthly
		
	 Method of Calculation
	  	(# of month-end activities performed accurately as per accounting manual and principles / Total activities performed as per in a measurement period)*100
	
	Performance Target
		
	 Performance Target
	  	Performance Target is achieved when 99% of Month End activities are performed accurately as per accounting policies and procedures
		
	 Metric Type
	  	Critical Service Level
	
	 SL05: Fixed Assets – Timeliness of Fixed Asset Transactions

		
		  	Timeliness of asset additions, deletions & updates
		
	  
  
  

Definition
	  	 % asset additions, deletions & updates on invoices processed within a measurement period

 
 Definition for Measurement Period:

 
 All fixed asset additions, deletions and updates must be processed by the Supplier no
later than 12:00 PM local country time on the closing day in accordance with the closing calendar which will be provided during TA / KA.
  

The asset in-service date is the fiscal month in which service began for the asset.

	
	Method
		
	 Data Capture
	  	Underlying LS&Co. Technology Framework/ Base))) Suite
		
	 Measurement Interval
	  	Daily (Monthly)

  

  

			
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	 Method of Calculation
	  	(# of asset addition invoices processed within the agreed timeframe (or by period close) / total # of asset addition invoices received in a measurement period) * 100
	
	Performance Target
		
	 Performance Target
	  	Performance Target is achieved when 99% of Asset Additions, Deletions and Updates to Invoices are processed within the measurement period
		
	 Metric Type
	  	Critical Service Level
	
	 SL06: Fixed Assets – Accuracy of Fixed Asset Transactions

		
	 Objective
	  	Accuracy of asset additions, updates and disposals.
		
	  
  
  

 
  
  

Definition
	  	 % asset additions, updates and disposals processed accurately
  

Definition of Accurately:
  

A transaction is considered “accurate” if it is complete and error-free.
  

A transaction is considered “accurate” if it is complete and error-free. Criteria regarding what makes a transaction error free can be discussed
during Transition Analysis/Knowledge Acquisition but will not result in an all-encompassing checklist that would make a transaction error free.

	
	Method
		
	 Data Capture
	  	Underlying LS&Co. Technology Framework/ Base Suite
		
	 Measurement Interval
	  	Daily (Monthly)
		
	 Method of Calculation
	  	(# of asset addition, updates and disposals invoices processed accurately (i.e., capturing all asset information such as GL, Sub GL, asset code, invoice #, invoice date, etc.)/ total # of asset addition updates and disposals
invoices processed in a measurement period) * 100
	
	Performance Target
		
	 Performance Target
	  	Performance Target is achieved when 99% of Asset additions, updates and disposals of Invoices are processed Accurately
		
	 Metric Type
	  	Critical Service Level
	
	 SL07: Reconciliations– Timeliness of Reconciliations

		
	 Objective
	  	Timeliness of all the reconciliations (including intercompany reconciliations)
		
	 Definition
	  	% of reconciliations performed within agreed timeframe
		
		  	 Definition of Timeframe:
  

Reconciliations classified as “high-risk” must be done by Workday 3 (“high-risk” account list will be provided during TA / KA). Remaining
reconciliations must be completed by day 10 of closing. Reconciling item descriptions must be comprehensive and / or proven mathematically (i.e. FX).
  

All reconciliations must be processed through Blackline and have appropriate approval.

	
	Method
		
	 Data Capture
	  	Underlying LS&Co. Technology Framework/ Base))) Suite
		
	 Measurement Interval
	  	Monthly
		
	  
  

Method of Calculation
	  	 “High risk” Reconciliations
  

(# of “high-risk” reconciliations performed within the agreed timeframe/ total # of “high-risk” reconciliations required to be performed in
the measurement period)*100
  
 “All other” Reconciliations

 
 (# of “all other” reconciliations performed within the agreed timeframe/ total
# of “all other” reconciliations required to be performed in the measurement period)*100

	
	Performance Target
		
	 Performance Target
	  	Performance Target is achieved when 100% of reconciliations are performed within the agreed timeframe
		
	 Metric Type
	  	Critical Service Level

  

  

			
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	 KPI01: General Accounting –Number of Days to Close –

		
	 Objective
	  	Number of Days to Close
		
	 Definition
	  	Number of days from fiscal period end to final “HFM load” and KPI
	
	Method
		
	 Data Capture
	  	SAP / HFM
		
	 Measurement Interval
	  	Monthly
		
	 Method of Calculation
	  	Count the number of days
	
	Performance Target
		
	 Performance Target
	  	Process Metric
		
	 Metric Type
	  	KPI

 2.6 Inventory Accounting 
  

			
	 SL01: Inventory Accounting– Timelines of Inventory
Adjustments

		
	 Objective
	  	Timeliness of inventory adjustments that are uploaded and posted to enable smooth GL close
		
	  
  
  

Definition
	  	 % adjustments done within agreed timelines
  

Definition of Timelines:
  

All inventory adjustments must be uploaded and posted to the system on the same day, if received by 3 PM local country time based on a FIFO (First in-First-out) prioritization. Adjustment requests received post 3 PM local country time may be uploaded and posted to the system the next business day and still meet the
Performance Target.
  
 On the last business day of the month, Supplier must upload and
post to the system all adjustments received by 8:00 PM local country time on the same day.

	
	Method
		
	 Data Capture
	  	Underlying LS&Co. Technology Framework/ Base))) Suite
		
	 Measurement Interval
	  	Monthly
		
	 Method of Calculation
	  	(# of adjustments processed within agreed timeline during the measurement period / Total adjustments done during the measurement period)*100
	
	Performance Target
		
	 Performance Target
	  	Performance Target is achieved when 99% of adjustments are done within the agreed timelines
		
	 Metric Type
	  	Critical Service Level
	
	 SL02: Inventory Accounting – Timelines of store data
reconciliations

		
	 Objective
	  	Timeliness of store data reconciliations
		
	  
  
  

Definition
	  	 Store data reconciled within agreed timelines
  

Definition of Timelines:
  

All store data reconciliations must be processed on the same day if received by 3 PM local country time based on a FIFO (First
in-First-out) prioritization. Adjustment requests received post 3 PM local country time may be processed the next business day and still meet the Performance Target.

 
 On the last business day of the month, Supplier must process all reconciliations
received by 8:00 PM local country time on the same day.
  
 During physical inventory,
store data reconciliation must be performed in accordance with the retail inventory calendar published prior to each such physical inventory.

	
	Method
		
	 Data Capture
	  	Underlying LS&Co. Technology Framework/ Base))) Suite
		
	 Measurement Interval
	  	Monthly or upon physical inventory
		
	 Method of Calculation
	  	Store data reconciled within agreed timeframe during the measurement window

  

			
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	Performance Target
		
	 Performance Target
	  	Performance Target expectation is achieved when 95% of the store data is reconciled within the agreed timelines
		
	 Metric Type
	  	Critical Service Level
	
	 SL01: Inventory Accounting – Accuracy of Inventory
Adjustments

		
	 Objective
	  	Accuracy of inventory adjustments
		
	  
  
  

 
 Definition
	  	 % inventory adjustments completed accurately
  

Definition of Accurately:
  

An inventory adjustment is considered “accurate” if it is complete and error-free. Criteria regarding what makes an inventory adjustment error free
can be discussed during Transition Analysis/Knowledge Acquisition but will not result in an all-encompassing checklist that would make an inventory adjustment error free.

	
	Method
		
	 Data Capture
	  	Underlying LS&Co. Technology Framework/ Base))) Suite
		
	 Measurement Interval
	  	Monthly or as required by physical count
		
	 Method of Calculation
	  	(# of inventory adjustments done accurately / Total # of inventory adjustments performed during the measurement window)*100
	
	Performance Target
		
	 Performance Target
	  	Performance Target is achieved when 100% Inventory Adjustments is done accurately Critical Service Level

 Metric Type 
 2.7
Treasury Transactions 
  

			
	 SL01: Treasury Transactions – Timelines of
in-house Bank Statements

		
	 Objective
	  	Timeliness of in-house bank statement generation
		
	  
  
  

Definition
	  	 % in-house bank statements generated within the agreed timelines

 
 Definition of Timelines:

 
 All bank statements must be processed on the same day if received by 3 PM local country
time based on a FIFO (First in-First-out) prioritization. Adjustment requests received post 3 PM local country time may be processed the next business day and still meet
the Performance Target.
  
 On the last business day of the month, Supplier must process
all adjustments received by 8:00 PM local country time on the same day.
  
 [local
country timeline requirements to be validated during TA / KA]

	
	Method
		
	 Data Capture
	  	Underlying LS&Co. Technology Framework/ Base))) Suite
		
	 Measurement Interval
	  	Monthly
		
	 Method of Calculation
	  	(# of in-house bank statements generated within the agreed timelines / Total in-house bank statements generated)*100
	
	Performance Target
		
	 Performance Target
	  	Performance Target is achieved when 99% in-house Bank Statements are generated within the agreed timelines
		
	 Metric Type
	  	 Critical Service Level
  

	 SL02: Treasury Transactions – Accuracy of Rate Updates

		
	 Objective
	  	Accuracy of rate updates in the system (forex, cost rates, etc.)
		
	  
  
  

Definition
	  	 % of rates updated accurately
  

Definition of Accurately:
  

A rate update is considered “accurate” if it is complete and error-free. Criteria regarding what makes a rate update error free can be discussed
during Transition Analysis/Knowledge Acquisition but will not result in an all-encompassing checklist that would make a rate update error free.

  

  

			
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	Method
		
	 Data Capture
	  	Underlying LS&Co. Technology Framework/ Base))) Suite
		
	 Measurement Interval
	  	Monthly
		
	 Method of Calculation
	  	(# rates updated accurately/ Total rates uploaded in the measurement period)*100
	
	Performance Target
		
	 Performance Target
	  	Performance Target is achieved when 100% of rates are updated accurately
		
	 Metric Type
	  	Critical Service Level
	  
 2.8
Internal Reporting
  

	 Internal Reporting SL01:– Timeliness- Performance Target
Objective

		
	 Objective
	  	Timely creation and delivery of internal and ad hoc report requests
		
	 Definition
	  	 # of reports delivered as per agreed timeline
  

Definition of Timeline:
  

During the report request, a timing target would be set by the requestor.

	
	Method
		
	 Data Capture
	  	BASE
		
	 Measurement Interval
	  	Ad Hoc
		
	 Method of Calculation
	  	# of reports delivered on time / total # of reports to be generated
	
	Performance Target
		
	 Performance Target
	  	Performance Target is achieved when 90% of all reports are delivered on time
		
	 Metric Type
	  	Critical Service Level
	
	 Internal Reporting SL02:– Accuracy of Reports

		
	 Objective
	  	Accuracy of reports generated
		
	 Definition
	  	 # of reports generated accurately
  

Definition of Accurately:
  

A report is considered “accurate” if it is complete and error-free. Criteria regarding what makes a report error free can be discussed during
Transition Analysis/Knowledge Acquisition but will not result in an all-encompassing checklist that would make a report error free.

	
	Method
		
	 Data Capture
	  	BASE
		
	 Measurement Interval
	  	Ad Hoc
		
	 Method of Calculation
	  	# of accurate reports delivered / total # of reports generated
	
	 Performance Target

 

	 Internal Reporting SL01:– Timeliness- Performance Target
Objective

		
	 Performance Target
	  	Performance Target is achieved when 95% of reports generated are accurate
		
	 Metric Type
	  	Critical Service Level
	
	 2.9 Indirect Procurement

	  
 Indirect
Procurement SL01: PO Creation Cycle Time

		
	 Objective
	  	Measure the cycle time for PO creation
		
	 Definition
	  	 Average cycle time to create a PO from the requisition within the agreed timeframe

 
 Definition of timeframe:

 
 All urgent POs must be created within 24 hours of requisition. All non-urgent POs must be created within 48 hours of requisition.

	
	Method
		
	 Data Capture
	  	BASE))), SAP
		
	 Measurement Interval
	  	Monthly
		
	 Method of Calculation
	  	 Within a measurement period, calculate:
  

Urgent PO Creation
  

Sum of all Urgent PO created within 24 Hours / Total number of all Urgent POs created

 
 Non-Urgent PO Creation

 
 Sum of all non-urgent PO created within 48 Hours
/ Total number non-urgent POs created.

  

  

			
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	Performance Target
		
	 Performance Target
	  	Performance Target is achieved when 98% of POs are created within the respective stipulated timeframe
		
	 Metric Type
	  	 Critical Service Level

	
	 Indirect Procurement SL02: Vendor Set-Up
Cycle Time – Performance Target Objective

		
	 Objective
	  	Measure the cycle time for vendor set-up
		
	 Definition
	  	Average time to create a vendor from the requisition within the agreed timeframe
	
	 Indirect Procurement SL02: Vendor Set-Up
Cycle Time – Performance Target Objective

		
		  	 Definition of timeframe:
  

All urgent vendor set-up requests have to be completed in 1 business day. All
non-urgent vendor set-up requests have to be completed in 5 business days.

	
	Method
		
	 Data Capture
	  	BASE))), SAP
		
	 Measurement Interval
	  	Monthly
		
	 Method of Calculation
	  	 Urgent Vendor Set-Up Requests

 
 Sum of all Urgent vendor Set-Up requests
completed within 1 business day (i.e., Process completion time – time stamp<1 business day) / Total urgent vendor set-up requests completed.

 
 Non-Urgent Vendor Set-Up Requests
  
 Sum of all Non-Urgent Vendor Set-Up requests issued within five days (i.e., Process completion time – time stamp<5 days) / Total
non-urgent Vendor Set-Up requests completed

	
	Performance Target
		
	 Performance Target
	  	 Performance Target is achieved when 100% of all urgent vendor set-up requests are completed within
the respective stipulated timeframes
  
 Performance Target is achieved when 98% of all non-urgent vendor set-up requests are completed within the respective stipulated timeframes

		
	 Metric Type
	  	Critical Service Level
	
	 In direct Procurement SL02: Quality– Performance Target
Objective

		
	 Objective
	  	Measure the accuracy of the request processed
		
	 Definition
	  	 % requests processed accurately
  

Definition of Accurately:
  

A processed request is considered “accurate” if it is complete and error-free. Criteria regarding what makes a processed request error free can be
discussed during Transition Analysis/Knowledge Acquisition

	
	 In direct Procurement SL02: Quality– Performance Target
Objective

		
		  	but will not result in an all-encompassing checklist that would make a processed request error free.
	
	Method
		
	 Data Capture
	  	SAP & Base)))
		
	 Measurement Interval
	  	Monthly
		
	 Method of Calculation
	  	Total no of request processed first time correct (in a given period)/ Total no of request processed (during the same above mentioned time period)*100
	
	Performance Target
		
	 Performance Target
	  	Performance Target is achieved when 99% requests are processed accurately.
		
	 Metric Type
	  	Critical Service Level
	
	 KPI01: Average Vendor Set-Up Cycle
Time

		
	 Objective
	  	Measure the average cycle time for vendor set-up
		
	 Definition
	  	Average time to create a vendor from the requisition

  

  

			
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	Method
		
	 Data Capture
	  	BASE))), SAP
		
	 Measurement Interval
	  	Monthly
		
	 Method of Calculation
	  	Average length of time from receipt of request to vendor creation – based on time stamped requisition and creation
	
	Performance Target
		
	 Performance Target
	  	Process Measure
		
	 Metric Type
	  	KPI
	
	 Indirect Procurement KPI02: Closing PO

		
	 Objective
	  	Report the total # of closing POs
		
	 Definition
	  	Report the total # of closed POs in the system
	
	Method
		
	 Data Capture
	  	SAP & Base)))
		
	 Measurement Interval
	  	Quarterly
	
	 Indirect Procurement KPI02: Closing PO

		
	 Method of Calculation
	  	Number of closed POs in the system
	
	Performance Target
		
	 Performance Target
	  	Process Metric
		
	 Metric Type
	  	KPI
	
	 Indirect Procurement KPI03: Retro PO

		
	 Objective
	  	Report the total # of retroactive POs
		
	 Definition
	  	% retroactive POs created
	
	Method
		
	 Data Capture
	  	SAP & Base)))
		
	 Measurement Interval
	  	Monthly
		
	 Method of Calculation
	  	Total # of POs issued as retroactive (in a given period) / Total no of POs issued (during the same above-mentioned time period)*100
	
	Performance Target
		
	 Performance Target
	  	Process Measure (Reporting Metric only)
		
	 Metric Type
	  	KPI
	
	 2.10 Technology and Master Data Management

	
	 SL01: Turnaround time MDM

		
	 Objective
	  	Timeliness of master data request processing
		
	 Definition
	  	 % requests processed within the agreed timelines
  

Definition of Timelines:
  

All Master Data requests must be processed within 24 hours based on a FIFO (First
in-First-out) prioritization unless defined as “Urgent”.
  

Non-urgent Master Data requests received post 3 PM local country time may be processed the next business day and still
meet the Performance Target. Urgent Master Data requests have to be closed out on the same day if received by 5 PM local country time.

	 SL01: Turnaround time MDM

		
		  	[This needs to be further discussed during TA/KA due to the different types of Master Data]
	
	Method
		
	 Data Capture
	  	SAP & Base)))
		
	 Measurement Interval
	  	Monthly
		
	 Method of Calculation
	  	(Total # of requests processed (in a given period) / Total # of request received (during the same abovementioned time period))* 100
	
	Performance Target
		
	 Performance Target
	  	Performance Target is achieved when 97% requests are processed within the agreed timelines

  

  

			
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	 Metric Type
	  	Critical Service Level
	
	 SL02: Quality MDM

		
	 Objective
	  	Measure the accuracy of the request processed
		
	 Definition
	  	 % requests processed accurately
  

Definition of Accurately:
  

A Master Data is considered “accurate” if it is complete and error-free. Criteria regarding what make the Master Data error free can be discussed
during Transition Analysis/Knowledge Acquisition but will not result in an all-encompassing checklist that would make the Master Data error free.

	
	Method
		
	 Data Capture
	  	SAP & Base)))
		
	 Measurement Interval
	  	Monthly
		
	 Method of Calculation
	  	Total # of request processed first time correct (in a given period) / Total # of request processed (during the same above-mentioned time period)*100
	
	Performance Target
		
	 Performance Target
	  	Performance Target is achieved when 99% requests is processed accurately
		
	 Metric Type
	  	Critical Service Level
	
	 SL03: Vendor Set-Up Cycle Timeliness -
Direct Procurement

	
	 SL03: Vendor Set-Up Cycle Timeliness -
Direct Procurement

		
	 Objective
	  	Measure the timeliness of the cycle time for vendor set-up
		
	 Definition
	  	 % of total vendor set-up within the agreed timeframe (cycle time)

 
 Definition of timeframe:

 
 All urgent vendor set-up requests have to be
completed in 1 business day. All non-urgent vendor set-up requests have to be completed in 5 business days.

	
	Method
		
	 Data Capture
	  	BASE))), SAP
		
	 Measurement Interval
	  	Monthly
		
	 Method of Calculation
	  	 Urgent Vendor Set-Up Requests

 
 Sum of all Urgent vendor Set-Up requests
completed within 1 business day (i.e., Process completion time – time stamp<1 business day) / Total urgent vendor set-up requests.

 
 Non-Urgent Vendor Set-Up Requests
  
 Sum of all Non-Urgent Vendor Set-Up requests issued within five days (i.e., Process completion time – time stamp<5 business days) / Total
non-urgent Vendor Set-Up requests.

	
	Performance Target
		
	 Performance Target
	  	Performance Target is achieved when 100% of all vendor set-up requests are completed within the respective stipulated timeframes
		
	 Metric Type
	  	Critical Service Level
	
	 KPI01: One-time Vendor
Added

		
	 Objective
	  	Report the total number of one-time vendor added per business
		
	 Definition
	  	# of one-time vendors added
	
	Method
		
	 Data Capture
	  	SAP & Base)))
		
	 Measurement Interval
	  	Monthly
		
	 Method of Calculation
	  	Track and report one-time vendors added
	
	Performance Target
		
	 Performance Target
	  	Process Measure
		
	 Metric Type
	  	KPI

  

  

			
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	 KPI02: Inactive Vendor List

		
	 Objective
	  	Report the total number of inactive vendors in the system
		
	 Definition
	  	Report the number of inactive vendors in the system
	
	Method
		
	 Data Capture
	  	SAP & Base)))
		
	 Measurement Interval
	  	Quarterly
		
	 Method of Calculation
	  	# of inactive vendors in the system
	
	Performance Target
		
	 Performance Target
	  	Process Measure
		
	 Metric Type
	  	KPI
	
	 SLA03: Average Vendor Set-Up Cycle
Time

		
	 Objective
	  	Measure the average cycle time for vendor set-up
		
	 Definition
	  	Average time to create a vendor from the requisition
	
	Method
		
	 Data Capture
	  	BASE))), SAP
		
	 Measurement Interval
	  	Monthly
		
	 Method of Calculation
	  	Average length of time from receipt of request to vendor creation – based on time stamped requisition and creation
	
	Performance Target
		
	 Performance Target
	  	Process Measure
		
	 Metric Type
	  	Critical Service Level

  

  

			
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 MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 3 

SERVICE LEVEL MANAGEMENT 

ATTACHMENT 3.3.1 

SERVICE LEVEL DEFINITIONS 

INFORMATION TECHNOLOGY SERVICES - NETWORK SERVICES 

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 TABLE OF CONTENTS 

 

									
	1.	 	 Introduction
	  	 	1	 
				
		 	 1.1
	  	General	  	 	1	 
		 	 1.2
	  	References	  	 	1	 
		 	 1.3
	  	Definitions	  	 	1	 
			
	2.	 	 Critical Service Levels
	  	 	1	 
				
		 	 2.1
	  	Resolution Service Level	  	 	1	 
			
	3.	 	 Other Service Levels
	  	 	2	 
				
		 	 3.1
	  	Response Service Levels	  	 	2	 
		 	 3.2
	  	Data Center LAN Availability	  	 	2	 
		 	 3.3
	  	Corporate and Distribution center LAN	  	 	3	 
		 	 3.4
	  	Corporate and Distribution center WAN Routers	  	 	3	 
		 	 3.5
	  	Voice Services	  	 	3	 
		 	 3.6
	  	Problem Ticket Resolution Service Level (Root Cause Analysis Submission)	  	 	3	 

  

			
	LS&Co. – Attachment 3.3.1 – Service Level Definitions – Information Technology Services – Network Services	  	Page i

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	1.	 INTRODUCTION. 

 

	1.1	 General. This Attachment describes each Service Level. For each Service Level this Attachment details
the applicable Performance Target, the method for measuring the Service Level and the formula for calculating achievement of the Performance Target. For each Critical Service Level, the Weighting Factor applicable at the Effective Date shall be as
set forth in this Attachment. 

  

	1.2	 References. References to an Attachment, Appendix, Section or Article shall be to such Attachment or
Appendix to, or Section or Article of, this Exhibit unless otherwise provided. A reference to this Exhibit includes a reference to the Attachments and Appendices attached hereto. 

 

	1.3	 Definitions. As used in this Exhibit, capitalized terms shall have the meanings set forth in Exhibit
1. Other terms used in this Exhibit are defined where they are used and have the meanings there indicated. 

  

	2.	 CRITICAL SERVICE LEVELS. 

 

	2.1	 Resolution Service Level 

Resolution SLA 
  

			
	Objective	  	Resolution Service Level: This Service Level measures the Supplier’s effectiveness in resolving Incidents within the resolution time target as described below

  

							
	 Severity

levels
	  	 Resolution Time
	  	 Performance Target
	  	 Measurement Interval

	Priority 1	  	4 clock hours	  	95%	  	Monthly
	Priority 2	  	8 clock hours	  	95%	  	Monthly
	        Priority 3        	  	72 clock hours	  	95% (To be baselined)	  	Monthly
	Priority 4	  	120 clock hours	  	95% (To be baselined)	  	Monthly

  

					
		  	Methods
		
	 Data

Capture
	  	ITSM Tool (Service Now)
		
	 Method of

Calculation
	  	This Service Level is calculated as the ratio of particular severity of Incidents that are resolved in time to total number of Incidents of that severity level with the result expressed as a percentage. Start time is
when the Incident is assigned to the Supplier and end time is the timestamp when the Incident is resolved and set to resolved status by the Supplier.
			
	Exclusions	  	•	  	 Support for any hardware or software that is end of service life will be best efforts only

 

	  	•	  	 All devices, which are not SNMP enabled and cannot be monitored using tools, will be excluded from service levels.

 

	  	•	  	Time taken by Customer or Third-Party Vendors in resolving an Incident before it is assigned to the Supplier would be excluded from Supplier’s resolution goal target
	
	Resolution SLA
			
	 Low

Volume
 Clause
	  	•	  	Low Volume Service Levels: In respect of any Service Level that has low volumes of data points in any given Measurement Interval (i.e., Service Levels where the number of measured data points occurring in a given Measurement
Interval is so low that a single failure would result in an Service Level Failure), supplier shall have the right to eliminate one (1) data point from the calculation of compliance with each such Service Level, as applicable.

  

			
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	3.	 OTHER SERVICE LEVELS 

The following Service Level’s represent LS&Co.’s expectation of service delivery process time limits. Specific details of how these will be
managed and reported will be determined as part of knowledge acquisition and transition 
  

	3.1	 Response Service Levels 

Response Service Level 
  

			
	Objective	  	Response Service Level: This Service Level measures the supplier’s effectiveness in responding to an incident within the response time target as described below

  

									
	 Severity

levels
	  	 Accept

assignment
	  	 Escalate/

Reassign
	  	 Performance

Target
	  	 Measurement

Interval

	Priority 1	  	10 minutes	  	30 minutes	  	95%	  	Monthly
	Priority 2	  	30 Min	  	1 clock hour	  	95%	  	Monthly
	Priority 3	  	4 clock hour	  	12 clock hours	  	95%	  	Monthly
	Priority 4	  	8 clock hours	  	30 clock hours	  	95%	  	Monthly

  

					
		  	Methods
		
	 Data

Capture
	  	ITSM Tool (Service Now)
			
		  	•	  	 Support for any hardware or software that is end of service life will be best efforts only

 

	Exclusions	  	•	  	 All devices, which are not SNMP enabled and cannot be monitored using tools, will be excluded from service levels.

 

	  	•	  	Time taken by Customer or Third-Party Vendors in resolving an Incident before it is assigned to the Supplier would be excluded from Supplier’s resolution goal target
			
	 Low

Volume
 Clause
	  	•	  	Low Volume Service Levels: In respect of any Service Level that has low volumes of data points in any given Measurement Interval (i.e., Service Levels where the number of measured data points occurring in a given Measurement
Interval is so low that a single failure would result in an Service Level Failure), supplier shall have the right to eliminate one (1) data point from the calculation of compliance with each such Service Level, as applicable.

  

	3.2	 Data Center LAN Availability 

 

			
	 NOC SL01– Service Level Agreement

	Definition	  	Data Center LAN Availability (To be baselined)
	Performance Target	  	 Data Center LAN shall be Available at least 99.9% of Scheduled Uptime for devices in redundant mode.

Data Center LAN shall be Available at least 99.7% of Scheduled Uptime for devices without redundancy.

	
	Method
		
	Data Capture	  	HP NNMi tool
	Measurement Interval	  	Monthly
	Method of Calculation	  	TBD
	Exclusion	  	Lan Cabling (Excluding patch Cabling)

  

			
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	3.3	 Corporate and Distribution center LAN 

 

			
	 NOC SL02– Service Level Agreement

	Definition	  	Corporate and Distribution center LAN availability (To be baselined)
	Performance Target	  	 LAN shall be Available at least 99.7% of Scheduled Uptime for devices in redundant mode.

LAN shall be Available at least 99.5% of Scheduled Uptime for devices without redundancy.

	
	Method
		
	Data Capture	  	HP NNMi tool
	Measurement Interval	  	Monthly
	Method of Calculation	  	TBD
	Exclusion	  	 All devices, which are not SNMP enabled, will be excluded from service levels.

Switch ports on ADSL routers are excluded.
 Store Wi-Fi is currently excluded

 3.4 Corporate and Distribution center WAN Routers 

 

			
	 NOC SL03– Service Level Agreement

	Definition	  	Corporate and Distribution center WAN Routers availability (To be baselined)
	Performance Target	  	 WAN shall be Available at least 99.7% of Scheduled Uptime for devices in redundant mode.

WAN shall be Available at least 99.5% of Scheduled Uptime for devices without redundancy.

	
	Method
		
	Data Capture	  	HP NNMi tool
	 NOC SL03– Service Level Agreement

	Measurement Interval	  	Monthly
	Method of Calculation	  	TBD
	Exclusion	  	Telecom service provider Routers
	
	 3.5  Voice Services

	
	 NOC SL04– Service Level Agreement

	Definition	  	Voice Services availability (To be baselined)
	Performance Target	  	 Core Voice infrastructure shall be Available at least 99.7% of Scheduled Uptime for devices in redundant mode.

Core Voice infrastructure shall be Available at least 99.2% of Scheduled Uptime for devices without redundancy.

	
	Method
		
	Data Capture	  	HP NNMi tool
	Measurement Interval	  	Monthly
	Method of Calculation	  	TBD
	Exclusion	  	Analog lines are excluded from service levels

 3.6 Problem Ticket Resolution Service Level (Root Cause Analysis Submission) 

 

			
	 Type
	  	 Service Level

	Tier 1 systems	  	5 business days
	Production systems (Non-Tier 1)	  	7 business days
	Non-Prod systems	  	10 business days

  

	 	•	 	 Supplier will provide RCA on problem tickets as necessary 

  

			
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	 	•	 	 Problem Ticket: Supplier will maintain 90% success rate in obtaining resolution of problem ticket
assignments. It is expected that Supplier will provide enough L3 resources to achieve 90% success rate without requiring LS&Co. engineering involvement. Engineering teams will provide up to 10 hours per calendar month to assist as necessary.

  

	 	1.	 The following common tasks would also include Service Levels (these are examples and are not all inclusive,
like said tasks/requests would include the same level Service Levels) If the requests requires a change record that must be represented to the CAB, the completion of the request shall not exceed the proceeding weekend: 

 

	 	a.	 DNS Requests: 3 business days 

 

	 	b.	 DHCP Requests: 3 business days 

 

	 	c.	 IP Address Requests: 1 business days 

 

	 	d.	 LAN Connections: 3 business days 

 

	 	e.	 Wireless Configuration Requests: 3 business days 

 

	 	f.	 Acceleration Device Configuration Requests: 3 business days 

 

	 	g.	 Infoblock Configuration Requests: 3 business days 

 

	 	h.	 F5 Configuration Requests: 3 business days 

 

	 	i.	 Switch/Router Configuration Requests: 3 business days 

 

	 	j.	 Monitoring Configuration Requests: 3 business days 

 

	 	k.	 Video/Voice Configuration Requests: 3 business days 

 

	 	l.	 Network device installation Requests: 3 business days 

 

	 	2.	 Service Request Ticket: Supplier will maintain 90% success rate in obtaining resolution of service
request ticket (RCA submission) assignments. It is expected that Supplier will provide enough L3 resources to achieve 90% success rate without requiring Levi’s engineering involvement. Supplier can tap into the same pool of 10 hours provided by
the LS&Co. engineering teams for problem ticket resolution for any assistance as necessary. 

  

	 	3.	 All other requests will have a 10 business day Service Level 

 

	 	4.	 Supplier will provide RCA on problem tickets as necessary 

 

	 	5.	 All documentation will be retained in LS&Co.-owned repository. 

  

			
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 MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 3 

SERVICE LEVEL MANAGEMENT 

ATTACHMENT 3.3.2 

SERVICE LEVEL DEFINITIONS – INFORMATION TECHNOLOGY
SERVICES 
 DESKSIDE SUPPORT 

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 TABLE OF CONTENTS 

 

									
	1.	 	 Introduction
	  	 	1	 
				
		 	 1.1
	  	General	  	 	1	 
		 	 1.2
	  	References	  	 	1	 
		 	 1.3
	  	Definitions	  	 	1	 
			
	2.	 	 Critical Service Levels
	  	 	1	 
			
	3.	 	 Other Service Levels
	  	 	2	 
				
		 	 3.1
	  	Response Service Level	  	 	2	 
		 	 3.2
	  	Corporate Desk Side Support - Resolve Desktop Systems Problems	  	 	2	 
		 	 3.3
	  	Software IMAC	  	 	3	 
		 	 3.4
	  	Hardware IMAC	  	 	3	 
		 	 3.5
	  	Procurement Services	  	 	3	 
		 	 3.6
	  	Asset Management PC Hardware Accuracy	  	 	3	 
		 	 3.7
	  	Desktop Patch Level Compliance	  	 	4	 
		 	 3.8
	  	PC Image Update	  	 	4	 
		 	 3.9
	  	Retail Deskside Support	  	 	5	 

  

			
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	1.	 INTRODUCTION. 

 

	1.1	 General. This Attachment describes each Service Level. For each Service Level this Attachment details
the applicable Performance Target, the method for measuring the Service Level and the formula for calculating achievement of the Performance Target. For each Critical Service Level, the Weighting Factor applicable at the Effective Date shall be as
set forth in this Attachment. 

  

	1.2	 References. References to an Attachment, Appendix, Section or Article shall be to such Attachment or
Appendix to, or Section or Article of, this Exhibit unless otherwise provided. A reference to this Exhibit includes a reference to the Attachments and Appendices attached hereto. 

 

	1.3	 Definitions. As used in this Exhibit, capitalized terms shall have the meanings set forth in Exhibit
1. Other terms used in this Exhibit are defined where they are used and have the meanings there indicated. 

  

	2.	 CRITICAL SERVICE LEVELS. 

Resolution Service Level 
  

							
	Objective	  	 Response Service Level: This Service Level measures the supplier’s effectiveness in responding to an incident within the
response time target as described below
  
 Resolution Service Level: This Service Level
measures the Supplier’s effectiveness in resolving Incidents within the resolution time target as described below
  

This Service Level is applicable for remote support only

 

							
	 Severity

levels
	  	 Resolution Time
	  	 Performance Target
	  	 Measurement Interval

	Priority 1	  	4 clock hours	  	95%	  	Monthly
	Priority 2	  	8 clock hours	  	95%	  	Monthly
	Priority 3	  	72 clock hours	  	95% (To be baselined)	  	Monthly
	Priority 4	  	120 clock hours	  	95% (To be baselined)	  	Monthly

  

					
		  	Methods
		
	Data Capture	  	ITSM Tool (Service Now)
		
	 Method of

Calculation
	  	This Service Level is calculated as the ratio of particular severity of Incidents that are resolved in time to total number of Incidents of that severity level with the result expressed as a percentage. Start time is
when the Incident is assigned to the Supplier and end time is the timestamp when the Incident is resolved and set to resolved status by the Supplier.
			
	Exclusions	  	•	  	 Support for any hardware or software that is end of service life will be best efforts only

 

	  	•	  	 All devices, which are not SNMP enabled and cannot be monitored using tools, will be excluded from service levels.

 

	  	•	  	 Time taken by Customer or Third-Party Vendors in resolving an Incident before it is assigned to the Supplier would be excluded from
Supplier’s resolution goal target
  

	 Low Volume

Clause
	  	•	  	Low Volume Service Levels: In respect of any Service Level that has low volumes of data points in any given Measurement Interval (i.e., Service Levels where the number of measured data points occurring in a given Measurement
Interval is so low that a single failure would result in an Service Level Failure), supplier shall have the right to eliminate one (1) data point from the calculation of compliance with each
	
	Resolution Service Level
			
		  		  	such Service Level, as applicable.

 The following device types will be handled via the exception process 

 

	 	•	 	 Devices which doesn’t have LS&Co. provided image installed 

 

	 	•	 	 Devices which are not accessible using SCCM 2012 

  

			
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	 	•	 	 Devices which are not connected to the Levis network 

 

	3.	 OTHER SERVICE LEVELS. 

The following Service Level’s represent LS&Co.’s expectation of service delivery process time limits. Specific details of how these will be
managed and reported will be determined as part of knowledge acquisition and transition 
  

	3.1	 Response Service Level 

Response Service Level 
  

									
	Objective	  	Response Service Level: This Service Level measures the supplier’s effectiveness in responding to an incident within the response time target as described below. This Service level is applicable for remote support
only

  

									
	 Severity

levels
	  	 Accept assignment
	  	 Escalate/

Reassign
	  	 Performance

Target
	  	 Measurement

Interval

	Priority 1	  	10 minutes	  	30 minutes	  	95%	  	Monthly
	Priority 2	  	30 Min	  	1 clock hour	  	95%	  	Monthly
	Priority 3	  	4 clock hour	  	12 clock hours	  	95%	  	Monthly
	Priority 4	  	8 clock hours	  	30 clock hours	  	95%	  	Monthly

  

					
		  		  	Methods
	Data Capture	  	ITSM Tool (Service Now)
			
	Exclusions	  	•	  	 Support for any hardware or software that is end of service life will be best efforts only

 

	  	•	  	 All devices, which are not SNMP enabled and cannot be monitored using tools, will be excluded from service levels.

 

	  	•	  	 Time taken by Customer or Third-Party Vendors in resolving an Incident before it is assigned to the Supplier would be excluded from
Supplier’s resolution goal target
  

	 Low Volume

Clause
	  	•	  	Low Volume Service Levels: In respect of any Service Level that has low volumes of data points in any given Measurement Interval (i.e., Service Levels where the number of measured data points occurring in a given Measurement
Interval is so low that a single failure would result in an Service Level Failure), supplier shall have the right to eliminate one (1) data point from the calculation of compliance with each such Service Level, as applicable.

  

	3.2	 Corporate Desk Side Support - Resolve Desktop Systems Problems 

 

			
	Corporate Desk Side SL01– Service Level Agreement
	Objective	  	Corporate Desk Side Support - Resolve Desktop Systems Problem
	Corporate Desk Side SL01– Service Level Agreement
	Definition	  	Issues that require a desk side personal to visit should be resolved within the specified timeframes
	Performance Target	  	 Executive support
 Response: 96% of the
incidents and requests to be responded with 1 hr.
 Resolution: 96% of the incidents to resolved within 1 Business Day

Executive support at SFO location will continue to be supported by LS&Co.

Priority 3 - 96% resolved within 24 business hours at all LS&Co. service locations

Priority 4 - 96% resolved within 40 business hours at all LS&Co. service locations

		
	 	  	Method
		
	Data Capture	  	ServiceNow tool

  

			
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	Measurement Interval	  	Monthly
	Method of Calculation	  	Continuous Hours between “Assigned” or “Reassigned” status, and “Resolved” or “Resolved/Contacted” status.
	
	 3.3  Software IMAC

	
	Corporate Deskside and Retail Desk Side SL02– Service Level Agreement
	Objective	  	Software IMAC
	Definition	  	Completion time of Software installation request for 1-9 units
	Performance Target	  	Software Installs Priority 3 & 4—95% within 5 business days
	
	Method
		
	Data Capture	  	ServiceNow tool
	Measurement Interval	  	Monthly
	Method of Calculation	  	 Time between assignment to second level and completion of service request.

Exception: The devices not connected to SCCM will be handled as an exception process

	
	 3.4  Hardware IMAC

	
	Corporate Deskside and Retail Desk Side SL03– Service Level Agreement
	Objective	  	Hardware IMAC
	Definition	  	Completion time of Hardware installation request for 1-9 units
	Performance Target	  	Hardware Installs Priority 3 & 4 — 95% within 5 business days
	
	Method
		
	Data Capture	  	ServiceNow tool
	Measurement Interval	  	Monthly
	Method of Calculation	  	Time between assignment to second level and completion of service request
	
	 3.5  Procurement Services

	
	Corporate Deskside and Retail Desk Side SL04– Service Level Agreement
	Objective	  	Procurement Services
	Definition	  	Procurement coordination with OEM vendor / supplier for raising the order for procurement
	Performance Target	  	96% of the approved orders to be placed within 3 business days
	
	Method
		
	Data Capture	  	ServiceNow
	Measurement Interval	  	Monthly
	Method of Calculation	  	Time between the order is approved by LS&Co. and is entered into the procurement system
	
	 3.6  Asset Management PC Hardware Accuracy

	
	Corporate and Retail Deskside SL04– Service Level Agreement
	Objective	  	Asset Management PC Hardware Accuracy
	Performance Target	  	97%
	
	Method
		
	Data Capture	  	ServiceNow
	Measurement Interval	  	Monthly

  

			
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	Method of Calculation	  	The following are the reports as a part of the PC Hardware Accuracy.
		
		  	 •   Physical device in use and not assigned

		
		  	 •   In use not discovered more than 6 months

		
		  	 •   On Loan not Assigned

		
		  	 •   Physical device – Location Blank

		
		  	 •   Physical device – Purchased Blank

		
		  	 The  input source of the above reports are from the following

		
		  	 •   SCCM

		
		  	 •   ITAM Database

		
		  	 For example:
  

The report deriving the accuracy is from SCCM, it shows assets found in discovery that were not already located in the ITAM database – this for example
provides the compliance report

	
	 3.7  Desktop Patch Level Compliance

	
	Desktop Patch Level Compliance SL02– Service Level Agreement
	Objective	  	Desktop Patch Level Compliance
	Desktop Patch Level Compliance SL02– Service Level Agreement
	Definition	  	The level of compliance of Patch updates to End User Devices connected to the Network for N-1 Patch release, where N is the current Patch release.
	Performance Target	  	 During transition phase, Supplier will determine the current Patch level and success rate for both Corporate and Retail devices to discuss
and agree Service Levels
 For Low and Medium category Patches—95% patching within 90 days

For Critical and High Priority patches – As per the agreed time interval and GIS policy.

	
	Method
		
	Data Capture	  	SCCM 2012
	Exception	  	 Devices not connected to the network
 Devices
that cannot be accessed using SCCM 2012
 User manual intervention preventing Patch to be deployed

	Measurement Interval	  	Monthly
	Method of Calculation	  	[(Total Number of Devices at N-1 Patch level) / Total Number of Devices)] x 100
	
	 3.8  PC Image Update

	
	Image Management – Key Performance Indicator
	Objective	  	PC Image Update
	Definition	  	The amount of time required to update, test, and Updates into an existing Core Image following discussions with LS&Co.
	Performance Target	  	 < 30 days for Applications Updates
 < 60
days for Operating Systems related updates

	
	Method
		
	Data Capture	  	ServiceNow
	Measurement Interval	  	Monthly

  

			
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	Method of Calculation	  	The duration of time between (i) Approval from LS&Co. to incorporate agreed Updates into the Core PC Image, and (ii) a new and fully tested Core PC Image is available for Deployment into the environment.
	
	 3.9  Retail Deskside Support

	
	Retail Store Services SL01– Service Level Agreement
	Objective	  	Retail Desk Side Support
	Retail Store Services SL01– Service Level Agreement
	Definition	  	 Applies to hardware for which vendor provides Advanced Exchange and Field Dispatch Services:

Priority 1 is defined as the entire store cannot transact

Priority 2 is defined as the store is able to transact at a degraded level, shipping receiving is impacted , impact to time entry (Manager PC)

		
	Performance Target	  	 Resolve Hardware Problem – Priority 1- 95% within 24 continuous hours at all LS&CO. Service
Locations in the scenario wherein a store personnel is available to troubleshoot. The duration for which Supplier will wait for a store personnel will not be counted against the time

The time waiting for 3rd party OEM to ship the device will not count against the time

Resolve Hardware Problem – Priority 2—95% within 48 continuous hours at all LS&CO. Service Locations in the scenario wherein a store personnel is
available to troubleshoot. The duration for which Supplier will wait for a store personnel will not be counted against the time
 The time waiting for 3rd party to OEM to ship the device will not count against the time
 Resolve Hardware Problem – Priority
3 - 95% within 24 business hours at all LS&CO. Service Locations. Business hours are defined as Monday – Friday 8 a.m. to 5p.m. local store time.

Resolve Hardware Problem – Priority 4 - 95% within 40 business hours at all LS&CO. Service Locations

	
	Method
		
	Data Capture	  	ServiceNow tool
	Measurement Interval	  	Monthly
	Method of Calculation	  	 Continuous Hours between “Assigned” or “Reassigned” status, and “Resolved” or “Resolved/Contacted”
status
 Supplier to update Service Now with the relevant ticket status during the incident and request life cycle

  

			
	LS&Co. – Attachment 3.3.2 – Service Level Definitions – Information Technology Services – DeskSide Support	  	Page 5

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EXECUTION VERSION 
  

 MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 3 

SERVICE LEVEL MANAGEMENT 

ATTACHMENT 3.3.4 

SERVICE LEVEL DEFINITIONS – INFORMATION TECHNOLOGY
SERVICES 
 SOC 

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EXECUTION VERSION 
  

 TABLE OF CONTENTS 

 

							
	1.	 	Introduction	  	1
				
		 	1.1	  	General	  	1
		 	1.2	  	References	  	1
		 	1.3	  	Definitions	  	1
			
	2.	 	Critical Service Levels	  	1
				
		 	2.1	  	Resolution Service Level	  	1
		 	2.2	  	Critical Service Availability	  	2
			
	3.	 	Other Service Levels	  	3
				
		 	3.1	  	Response Service Level	  	3
		 	3.2	  	Service Requests Ticket Resolution Service Level	  	3
		 	3.3	  	Problem Ticket Resolution Service Level (Root Cause Analysis Submission)	  	4
		 	3.4	  	Individual Server Availability – Critical Services Environment	  	4
		 	3.5	  	Aggregated Server Availability	  	5
		 	3.6	  	Disaster Recovery Service Level for LSA:	  	6
		 	3.7	  	Disaster Recovery Service Level for LSE:	  	6
		 	3.8	  	Disaster Recovery Service Level for AMA:	  	7
		 	3.9	  	Key Performance Indicators	  	7

  

			
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	1.	 INTRODUCTION. 

 

	1.1	 General. This Attachment describes each Service Level. For each Service Level this Attachment details
the applicable Performance Target, the method for measuring the Service Level and the formula for calculating achievement of the Performance Target. For each Critical Service Level, the Weighting Factor applicable at the Effective Date shall be as
set forth in this Attachment. 

  

	1.2	 References. References to an Attachment, Appendix, Section or Article shall be to such Attachment or
Appendix to, or Section or Article of, this Exhibit unless otherwise provided. A reference to this Exhibit includes a reference to the Attachments and Appendices attached hereto. 

 

	1.3	 Definitions. As used in this Exhibit, capitalized terms shall have the meanings set forth in Exhibit
1. Other terms used in this Exhibit are defined where they are used and have the meanings there indicated. 

  

	2.	 CRITICAL SERVICE LEVELS. 

 

	2.1	 Resolution Service Level 

Resolution Service Level 
  

	 	Objective	 Resolution Service Level: This Service Level measures the Supplier’s effectiveness in resolving Incidents
within the resolution time target as described below 

  

							
	 Severity

levels
	  	        Resolution Time        	  	        Performance Target        	  	        Measurement        
Interval
	Priority 1	  	4 clock hours	  	95%	  	Monthly
	Priority 2	  	8 clock hours	  	95%	  	Monthly
	Priority 3	  	72 clock hours	  	95% (To be baselined)	  	Monthly
	Priority 4	  	120 clock hours	  	95% (To be baselined)	  	Monthly

  

			
		  	Methods
	Data Capture	  	 ITSM Tool (Service Now)

	 Method of

Calculation
	  	This Service Level is calculated as the ratio Incidents of a particular severity of that are resolved within the resolution time to total number of resolved Incidents of that severity level. Start time is when the Incident is
assigned to the Supplier and end time is the timestamp when the Incident is resolved and set to resolved status by the Supplier.
		
		  	 •  Support for any hardware or software that is end of service life will be
best efforts only

		
	Exclusions	  	 •  All devices, which are not SNMP enabled or cannot be monitored using tools,
will be excluded from service levels.

		
		  	 •  Time taken by Customer or Third-Party Vendors in resolving an Incident
before it is assigned to the Supplier would be excluded from Supplier’s resolution goal target

	
	 Resolution Service Level

		
		  	 •  OS version which are not supported by VMware would be supported on best
effort basis only

		
	 Low Volume

Clause
	  	 •  Low Volume Service Levels: In respect of any Service Level that has low
volumes of data points in any given Measurement Interval (i.e., Service Levels where the number of measured data points occurring in a given Measurement Interval is so low that a single failure would result in an Service Level Failure), supplier
shall have the right to eliminate one (1) data point from the calculation of compliance with each such Service Level, as applicable.

  

			
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	2.2	 Critical Service Availability 

Service Availability Service Level-Critical Service 
  

			
	Objective	  	 To measure Service Availability. The Service Availability of Critical Services (SAP, Exchange etc.) Service Level measures the
availability of critical Service during Scheduled Uptime within the Measurement Interval. Critical Service shall be up and available to the intended Authorized Users and fully functioning as designed during Scheduled Uptime periods within the
Measurement Interval.
  
 This Service Level represents Availability per critical
Service. The Critical Services will need to be defined during transition.
  

“Available for Use” shall mean that the Service—is running so as to enable the proper execution of transactions on those Applications
that are scheduled to run on such Server and access to updated current data that is intended to be used in conjunction with such Applications.
  

“Service Scheduled Uptime” shall mean the number of minutes within the applicable Measurement Interval for the Service. For the avoidance of
doubt, Service Scheduled Uptime shall not include any scheduled outages.
  

“Service Downtime” shall mean the total time per calendar month out of the Scheduled Uptime, as measured in minutes that the Service for which
availability is being computed, is not Available for Use due to failover issues

  

															
	 Service

Category
	  	 Equipment/

Product Server
	  	Service Hours	 	  	Measurement
Interval	 	  	Performance
Target	 
	 Service Availability
	  	Service Availability for Critical Service Critical Service availability	  	 	24x7x365	 	  	 	Monthly	 	  	 	99.94	% 

  

			
		  	Method
		
	 Data

Capture
	  	Systems Management Tool and/or ITSM tool & Monitoring System with inter-linkage to ITSM tool suite
	 Expected

Service
 Level

Performance
	  	On a 24x7 basis service uptime / availability
	 Hours of

measurement
	  	Measurement shall take place during the approved Scheduled Uptime for critical service environments during the Measurement Interval.

  

			
	Service Availability Service Level-Critical Service
		
	 Method of
 Calculation
	  	The “Service Availability of Critical Service” shall be calculated as Service Scheduled Uptime minus service Downtime, divided by service Scheduled Uptime with the result expressed as a percentage.
		
		  	 •  Schedule downtime would be excluded from the uptime commitment Service
Level

		
		  	 •  Server outages due to the factored beyond the control of the provider would be
excluded (Such as Hardware Failure, Bug-Fixes, natural disaster, Facilities etc.)

		
		  	 •  The application is architected for high availability &
resiliency

		
	Exclusions	  	 •  There is redundancy built in all layers of underlying infrastructure. The
servers should be available either in cluster mode or highly available through VMWare

		
		  	 •  Any downtime due to third parties outside of Supplier scope like
facilities

		
		  	 •  The Service Level would be applicable only for the failover
Services

  

  

			
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	3.	 OTHER SERVICE LEVELS 

The following Service Level’s represent LS&Co.’s expectation of service delivery process time limits. Specific details of how these will be
managed and reported will be determined as part of knowledge acquisition and transition 
  

	3.1	 Response Service Level 

Response Service Level 
  

	 	Objective	 Response Service Level: This Service Level measures the supplier’s effectiveness in responding to an
incident within the response time target as described below 

  

									
	 Severity

levels
	  	Accept
assignment	  	Escalate/
Reassign	  	Performance
Target	 	Measurement
Interval
	 Priority 1
	  	10 minutes	  	30 minutes	  	95%	 	Monthly
	 Priority 2
	  	30 Min	  	1 clock hour	  	95%	 	Monthly
	 Priority 3
	  	4 clock hour	  	12 clock hours	  	95%	 	Monthly
	 Priority 4
	  	8 clock hours	  	30 clock hours	  	95%	 	Monthly

  

			
		  	Methods
		
	Data Capture	  	ITSM Tool (Service Now)
		
		  	 •  Support for any hardware or software that is end of service life will be best
efforts only

		
		  	 •  All devices, which are not SNMP enabled or cannot be monitored using tools,
will be excluded from service levels.

		
	Exclusions	  	 •  Time taken by Customer or Third-Party Vendors in resolving an Incident before
it is assigned to the Supplier would be excluded from Supplier’s resolution goal target

		
		  	 •  OS version which are not supported by VMware would be supported on best effort
basis only

		
	 Low Volume

Clause
	  	 •  Low Volume Service Levels: In respect of any Service Level that has low
volumes of data points in any given Measurement Interval (i.e., Service Levels where the

 Response Service Level 

number of measured data points occurring in a given Measurement Interval is so low that a single failure would result in an Service Level
Failure), supplier shall have the right to eliminate one (1) data point from the calculation of compliance with each such Service Level, as applicable. 
  

	3.2	 Service Requests Ticket Resolution Service Level 

 

					
	 Type
	  	 Service Level
	  	 
	Hardware rack/install	  	3 business days	  	
	OS Install	  	 1 business day for virtual
 5 business days for
physical (VMware)
	  	
	Server Readiness activities (Go-live)	  	5 business days	  	
	Server Decommission activities	  	5 business days	  	
	Storage Space	  	 1 business day (virtual),
 2 business days
(physical)
	  	
	Data Restores	  	30 minutes to initiate (Sev1, 2), 1 business day for all other (*all restores must be monitored until completion. Failures must be escalated)	  	
	Monitoring	  	1 business day	  	
	Backups	  	2 business days	  	
	VLAN/vSwitch	  	1 business day – (VMware & HP VC)	  	

  

			
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	 Type
	  	 Service Level
	  	 
	VM Resource Modifications (CPU/RAM)	  	3 business days	  	
	Security Audit/Inspection	  	5 business days	  	

  

	 	•	 	 All other requests will have a 10 business day Service Level. 

 

	 	•	 	 Service Request Ticket: Supplier will maintain 90% success rate in obtaining resolution of service request
ticket assignments. 

  

	3.3	 Problem Ticket Resolution Service Level (Root Cause Analysis Submission) 

 

					
	 Type
	  	 Service Level
	  	 
	Tier 1 systems	  	5 business days	  	
	Production systems (Non-Tier 1)	  	7 business days	  	
	Non-Prod systems	  	10 business days	  	

  

	 	•	 	 Note: Supplier will provide RCA on problem tickets as necessary 

 

	 	•	 	 Problem Ticket: Supplier will maintain 90% success rate in obtaining resolution of problem ticket

 (RCA submission) assignments. It is expected that Supplier will provide enough L3 resources to achieve 90% success rate
without requiring Levi’s engineering involvement. Engineering teams will provide up to 10 hours per calendar month to assist as necessary. 
  

	3.4	 Individual Server Availability – Critical Services Environment 

Individual Server Availability – (Critical Services Environment) 
  

			
	Objective	  	 To measure Server Availability. The Individual Server Availability of Critical Service environment Service Level measures the
availability of individual Server during Scheduled Uptime within the Measurement Interval. Server shall be up and available to the intended Authorized Users and fully functioning as designed during Scheduled Uptime periods within the Measurement
Interval.
  
 This Service Level represents Availability per Server of critical
Service environment
  
 “Available for Use” shall mean that the
Server—including the processor and associated storage devices, cabling, peripherals and other equipment—is running properly so as to enable the proper execution of transactions on those Applications that are scheduled to run on such Server
and access to updated current data that is intended to be used in conjunction with such Applications.
  

“System Scheduled Uptime” shall mean the number of minutes for a server within the applicable Measurement Interval for the System. For the
avoidance of doubt, System Scheduled Uptime shall not include any scheduled outages.
  

“System Downtime” shall mean the total time per calendar month out of the System Scheduled Uptime, as measured in minutes that the System for
which availability is being computed, is not Available for Use

  

  

			
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EXECUTION VERSION 
  

									
	 Service

Category
	 	Equipment/
Product
            Server        
    	 	Service
            Hours            
	 	Measurement
            Interval           
 	 	    Performance Target    
	Individual Server Availability – Critical Services Environment
		 	Wintel Servers	 	24x7x365	 	Monthly	 	99%
	Individual Server Availability	 	Unix Servers	 	24x7x365	 	Monthly	 	99%
		 	Linux Servers	 	24x7x365	 	Monthly	 	99%

 Method 
  

			
	 Data Capture
  

Measurement Interval
	  	 Systems Management Tool and/or ITSM tool & Monitoring System with inter-linkage to ITSM tool suite

 
 Monthly

		
	Expected Service Level Performance	  	On a 24x7 basis server uptime / availability
		
	Hours of measurement	  	Measurement shall take place during the approved Scheduled Uptime for a Server environment during the Measurement Interval.
	
	Individual Server Availability – (Critical Services Environment)
		
	Method of Calculation	  	The “Individual Server Availability Service Level of Critical Service environment” shall be calculated, for Server, as System Scheduled Uptime minus System Downtime, divided by System Scheduled Uptime with the result
expressed as a percentage.
		
	Exclusions	  	 •  Server outages due to the factored beyond the control of the provider would be
excluded (Such as Hardware Failure, Bug-Fixes, natural disaster, Facilities etc.)
  

•  Schedule downtime would be excluded from the uptime commitment Service Level

  

	3.5	 Aggregated Server Availability 

 

			
	Aggregated Server Availability – (Quality Assurance, Test & Development Servers)
	Objective	  	 To measure Service Availability. The Aggregated Server Availability of Quality Assurance, Test & Development
Servers Service Level measures the availability of Quality Assurance, Test & Development Servers during Scheduled Uptime within the Measurement Interval. Quality Assurance, Test & Development Servers shall be up and available
to the intended Authorized Users and fully functioning as designed during Scheduled Uptime periods within the Measurement Interval.
  

This Service Level represents an average Availability across all Quality Assurance, Test & development Servers.

 
 “Available for Use” shall mean that the Server—including the
processor and associated storage devices, cabling, peripherals and other equipment—is running properly so as to enable the proper execution of transactions on those Applications that are scheduled to run on such Server and access to updated
current data that is intended to be used in conjunction with such Applications.
  

“System Scheduled Uptime” shall mean the number of minutes within the applicable Measurement Interval for the System. For the avoidance of
doubt, System Scheduled Uptime shall not include any scheduled outages.
  

“System Downtime” shall mean the total time per calendar month out of the System Scheduled Uptime, as measured in minutes that the System for
which availability is being computed, is not Available for Use

  

			
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EXECUTION VERSION 
  

									
	 Service

Category
	  	Equipment/
Product
            Server        
    	  	Service
            Hours            
	  	Measurement
            Interval           
 	  	Performance target
	Aggregate Server Availability for Quality Assurance, Test & development Servers
	Aggregate Server	  	Wintel Servers	  	24x7x365	  	Monthly	  	99.9%
	Availability	  	Unix Servers	  	24x7x365	  	Monthly	  	99.9%
		  	Linux Servers	  	24x7x365	  	Monthly	  	99.9%

 Method 
  

			
	Data Capture	  	Systems Management Tool and/or ITSM tool & Monitoring System with inter-linkage to ITSM tool suite
		
	Expected	  	On a 24x7 basis server uptime / availability

 Aggregated Server Availability – (Quality Assurance, Test & Development Servers) 

 

			
	Service Level Performance	  	
	Hours of measurement	  	Measurement shall take place during the approved Scheduled Uptime for all Servers environments during the Measurement Interval.
		
	Method of Calculation	  	The “Aggregate Server Availability of Quality Assurance, Test& Development Servers Service Level” shall be calculated, across all Quality Assurance Servers and Test & Development Servers, as System Scheduled
Uptime minus System Downtime, divided by System Scheduled Uptime with the result expressed as a percentage.
		
	Exclusions	  	 •  Server outages due to the factored beyond the control of the provider would be
excluded (Such as Hardware Failure, Bug-Fixes, natural disaster, Facilities etc.)
  

•  Schedule downtime would be excluded from the uptime commitment Service Level

  

	3.6	 Disaster Recovery Service Level for LSA: 

As new applications are brought into DR for LSA and LSE, they need to be architected for below RTO/RPO and need to be baselined. 

 

			
	Service Level Objective – RTO/RPO for LSA
	Objective	  	
	Performance Target	  	 RPO – 1 Hr.
 RTO – 6 Hr.

DR Drills – Half Yearly –(full blown DR exercises)

		
		  	                Method
		
	Data Capture	  	To be Decided
	Measurement Interval	  	Half Yearly
	Method of Calculation	  	To be Decided
		
	Exclusion	  	 •  RTO/RPO is agreed for critical applications only.

 
 •  RTO/RPO will be met for DR
testing as well.

  

	3.7	 Disaster Recovery Service Level for LSE: 

 

	 	•	 	 Below Service Levels which are not met currently, Supplier will baseline the Service Level as per MSA and post
that Service Level’s target would be set 

 Service Level Objective – RTO/RPO for LSE 

Objective 
  

  

			
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	Service Level Objective – RTO/RPO for LSE
	Performance Target	  	 RPO – 1 Hr.
 RTO – 6 Hr.

DR Drills – Half Yearly

Method 
  

			
	Data Capture	  	To be Decided
	Measurement Interval	  	Half Yearly
	Method of Calculation	  	To be Decided
		
	Exclusion	  	 •  RTO/RPO is agreed for critical applications only

 
 •  RTO/RPO will be met for DR
testing as well.

  

	3.8	 Disaster Recovery Service Level for AMA: 

 

	 	•	 	 AMA does not have a DR facility right now hence below Service Level will be applied once DR for AMA is ready

  

			
	Service Level Objective – RTO/RPO for AMA	  	
	Objective	  	
	Performance Target	  	 RPO – 48 Hr.
 RTO – 24 Hr.

DR Drills – Half Yearly

Method 
  

			
	Data Capture	  	To be Decided
	Measurement Interval	  	Half Yearly
	Method of Calculation	  	To be Decided
		
	Exclusion	  	 •  RTO/RPO is agreed for critical applications only.

 
 •  AMA has below four critical
applications (DWH, Just Enough, Manugistics & Raymark)
  

•  RTO/RPO will be met for DR testing as well.

 3.9 Key Performance Indicators 

The following key performance indicators have been agreed upon between the Parties as of the Effective Date. 

 

			
	Managed Server Provisioning                	  	 95% within 30 Min for Virtual Server (Using VMware templates)

95% within 4 Hr. for Physical Server

		
	Managed Storage Provisioning	  	95% within 8 Business Hour
		
	
Backup Success Rate              
  
	  	
                   
         Minimum 98.5%, Expected 99.0%

 Security Patch Deployment Service Level 
  

							
	 Environment
	  	Low Risk	  	High Risk	  	Immediately Critical
Risk
	 PCI
	  	30 days	  	14 days	  	7 days
	 DMZ
	  	30 days	  	14 days	  	7 days
	 SOX
	  	90 days	  	14 days	  	7 days
	 All others
	  	90 days	  	14 days	  	7 days

  

	 	•	 	 Security Patch Compliance: Outstanding patch count shall not exceed 1 patch per total server count. For
example, if the number of supported servers = 1,000, Supplier may have up to 1,000 outstanding security patches at any given time. 

  

	 	•	 	 All documentation will be retained in LS&Co. owned repository 

 

	 	•	 	 LS&Co. reserves the right to interview/screen tech leads in each discipline prior to assignment. It is
expected that tech leads will then sign off on remaining/additional resources to ensure they meet expected standards. 

  

	 	•	 	 All resources should be proficient in English, both verbal and written. 

  

			
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 MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 3 

SERVICE LEVEL MANAGEMENT 

ATTACHMENT 3.3.5 

SERVICE LEVEL DEFINITIONS – INFORMATION TECHNOLOGY
SERVICES 
 SERVICE DESK 

  

			
		  	

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EXECUTION VERSION 
  

 TABLE OF CONTENTS 

 

									
	1.	  	Introduction	  	 	1	 
				
		  	1.1	  	General	  	 	1	 
		  	1.2	  	References	  	 	1	 
		  	1.3	  	Definitions	  	 	1	 
			
	2.	  	Critical Service Levels	  	 	1	 
				
		  	2.1	  	First Level Resolution	  	 	1	 
		  	2.2	  	Average Speed to Answer - Voice	  	 	1	 
		  	2.3	  	Call Abandon Rate – Phone Response Time	  	 	2	 
		  	2.4	  	Web/E-mail Response Time	  	 	2	 
		  	2.5	  	Escalation to Tier 2 or Higher	  	 	2	 

  

			
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	1.	 INTRODUCTION. 

 

	1.1	 General. This Attachment describes each Service Level. For each Service Level this Attachment details
the applicable Performance Target, the method for measuring the Service Level and the formula for calculating achievement of the Performance Target. For each Critical Service Level, the Weighting Factor applicable at the Effective Date shall be as
set forth in this Attachment. 

  

	1.2	 References. References to an Attachment, Appendix, Section or Article shall be to such Attachment or
Appendix to, or Section or Article of, this Exhibit unless otherwise provided. A reference to this Exhibit includes a reference to the Attachments and Appendices attached hereto. 

 

	1.3	 Definitions. As used in this Exhibit, capitalized terms shall have the meanings set forth in Exhibit
1. Other terms used in this Exhibit are defined where they are used and have the meanings there indicated. 

  

	2.	 CRITICAL SERVICE LEVELS. 

 

	2.1	 First Level Resolution 

Service Desk SL01– Service Level Agreement 

 

			
	Objective	  	First Level Resolution (To be baselined)
		
	Definition	  	First Level Resolution is a measure of a service desk’s ability to resolve incidents & Service Requests at Level 1, without having to escalate the ticket to Level 2 , Level 3 (internal IT professionals
in applications, networking, the data center, or elsewhere), Field Support, or Supplier support
		
	Performance Target	  	 a.   0-12 months – 45% of all IT
Incidents / Requests reported to Service Desk.
  

b.  Year 2 onwards—65% of all IT Incidents / Requests reported to Service Desk. This will be
discussed and mutually agreed
  
 Continuous improvement program shows progress over
time.

		
	Method	  	
		
	Data Capture	  	ServiceNow
		
	Measurement Interval	  	Monthly
		
	Method of Calculation	  	Number of tickets resolved on the first contact / Total Number of contacts received by the service desk

  

	2.2	 Average Speed to Answer - Voice 

Service Desk SL02– Service Level Agreement 
  

			
	Objective	  	Average Speed to Answer – Voice
		
	Definition	  	The period of time measured from the moment the end user’s last automated menu selection in IVR and is placed in the call queue, to the time an agent answers the phone call, measured in seconds
		
	Performance Target	  	90% of calls to be answered in =< 30 seconds
		
	Method	  	
		
	Data Capture	  	Service Desk ACD,
		
	Measurement Interval	  	Monthly
		
	Method of Calculation	  	Number of calls answered in <30 seconds / total no. of calls received by the service desk during that period – Calls which are abandoned by the user in <=15 seconds

  

			
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	2.3	 Call Abandon Rate – Phone Response Time 

Service Desk SL03– Service Level Agreement 

 

			
	Objective	  	Call Abandon Rate – Phone Response Time
		
	Definition	  	All inbound calls presented to the queue that have waited for a service desk analyst for equal to or greater than 30 seconds.
		
	Performance Target	  	<5% of all voice contacts
		
	Method	  	
		
	Data Capture	  	Service Desk ACD
		
	Measurement Interval	  	Monthly
		
	Method of Calculation	  	Number of abandoned calls (calls that enter the queue and “hang up”) / total no. of calls reached to the service desk

  

	2.4	 Web/E-mail Response Time 

Service Desk SL04– Service Level Agreement 

 

			
	Objective	  	Web/E-mail Response Time
		
	Definition	  	Average Time to respond: notification to end-user submission received
		
	Performance Target	  	90% within 4 hour during business hours of operation
		
	Method	  	
		
	Data Capture	  	ServiceNow
		
	Measurement Interval	  	Monthly
		
	Method of Calculation	  	Number of Web/E-Mail tickets responded in <4 hours / total no.
	
	Service Desk SL05– Service Level Agreement
		
		  	of tickets received by the service desk during that period

  

	2.5	 Escalation to Tier 2 or Higher 

Service Desk SL05– Service Level Agreement 

			
	Objective	  	Escalation to Tier 2 or higher
		
	Definition	  	Issues / Requests that cannot be resolved by Service Desk needs to be escalated to respective groups
		
	Performance Target	  	90% of calls to be escalated in =< 30 minutes
		
	Method	  	
		
	Data Capture	  	ServiceNow
		
	Measurement Interval	  	Monthly
		
	Method of Calculation	  	Number of tickets that are escalated to respective resolver groups in <30 minutes / total no. of tickets that are escalated by the service desk during that period

  

			
	LS&Co. – Attachment 3.3.5 – Service Level Definitions – Information Technology Services – Service Desk	  	Page 2

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EXECUTION VERSION 
  

 MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 3 

SERVICE LEVEL MANAGEMENT 

ATTACHMENT 3.3.6 

SERVICE LEVEL DEFINITIONS – INFORMATION TECHNOLOGY
SERVICES 
 SECURITY 

  

			
		  	

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 TABLE OF CONTENTS 

 

									
	1	 	Introduction	  	 	1	 
				
		 	1.1	  	General	  	 	1	 
		 	1.2	  	References	  	 	1	 
		 	1.3	  	Definitions	  	 	1	 
			
	2.	 	Critical Service Levels	  	 	1	 
				
		 	2.1	  	Resolution Service Level	  	 	1	 
			
	3.	 	Other Service Levels	  	 	2	 
				
		 	3.1	  	Response Service Levels	  	 	2	 
		 	3.2	  	Additional Service Levels	  	 	2	 

  

			
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	1.	 INTRODUCTION. 

 

	1.1	 General. This Attachment describes each Service Level. For each Service Level this Attachment details
the applicable Performance Target, the method for measuring the Service Level and the formula for calculating achievement of the Performance Target. For each Critical Service Level, the Weighting Factor applicable at the Effective Date shall be as
set forth in this Attachment. 

  

	1.2	 References. References to an Attachment, Appendix, Section or Article shall be to such Attachment or
Appendix to, or Section or Article of, this Exhibit unless otherwise provided. A reference to this Exhibit includes a reference to the Attachments and Appendices attached hereto. 

 

	1.3	 Definitions. As used in this Exhibit, capitalized terms shall have the meanings set forth in Exhibit
1. Other terms used in this Exhibit are defined where they are used and have the meanings there indicated. 

  

	2.	 CRITICAL SERVICE LEVELS. 

 

	2.1	 Resolution Service Level 

Resolution Service Level 
  

							
	Objective	  	Resolution Service Level: This Service Level measures the Supplier’s effectiveness in resolving Incidents within the resolution time target as described
below

  

							
	 Severity

levels
	  	 Resolution Time
	  	 Performance Target
	  	 Measurement Interval

	Priority 1	  	4 clock hours	  	95%	  	Monthly
	Priority 2	  	8 clock hours	  	95%	  	Monthly
	Priority 3	  	72 clock hours	  	95% (To be baselined)	  	Monthly
	Priority 4	  	120 clock hours	  	95% (To be baselined)	  	Monthly
		
		  	Methods                                 
   

  

			
	Data Capture	  	ITSM Tool (Service Now)
		
	Method of Calculation	  	This Service Level is calculated as the ratio of particular severity of Incidents that are resolved in time to total number of Incidents of that severity level with the result expressed as a percentage. Start time is when the
Incident is assigned to the Supplier and end time is the timestamp when the Incident is resolved and set to resolved status by the Supplier.
		
	Low Volume Clause	  	 •  Low Volume Service Levels: In respect of any Service Level that has low
volumes of data points in any given Measurement Interval (i.e., Service Levels where the number of measured data points occurring in a given Measurement Interval is so low that a single failure would result in an Service Level Failure), supplier
shall have the right to eliminate one (1) data point from the calculation of compliance with each such Service Level, as applicable.

  

			
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	3.	 OTHER SERVICE LEVELS 

The following Service Level’s represent LS&Co.’s expectation of service delivery process time limits. Specific details of how these will be
managed and reported will be determined as part of knowledge acquisition and transition in accordance with Exhibit 8. 
  

	3.1	 Response Service Levels 

Response Service Level 
  

									
	Objective	  	Response Service Level: This Service Level measures the supplier’s effectiveness in responding to an incident within the response time target as described
below

  

									
	 Severity

levels
	 	Accept
            assignment           
 	 	Escalate/
            Reassign           
 	 	Performance
            Target           
 	 	Measurement
            Interval           
 
	 Priority 1
	 	10 minutes	 	30 minutes	 	95%	 	Monthly
	 Priority 2
	 	30 Min	 	1 clock hour	 	95%	 	Monthly
	 Priority 3
	 	4 clock hour	 	12 clock hours	 	95%	 	Monthly
	 Priority 4
	 	8 clock hours	 	30 clock hours	 	95%	 	Monthly
					
		 		 	Methods	 		 	

  

									
	Data Capture	  	ITSM Tool (Service Now)
		
	Low Volume Clause	  	 •  Low Volume Service Levels: In respect of any Service Level that
has low volumes of data points in any given Measurement Interval (i.e., Service Levels where the number of measured data points occurring in a given Measurement Interval is so low that a single failure would result in an Service Level Failure),
supplier shall have the right to eliminate one (1) data point from the calculation of compliance with each such Service Level, as applicable.

  

	3.2	 Additional Service Levels 

Firewalls: Add, remove and modify routing, security policies as per LS&Co.’s business requirement and firewall standard
practices. Service Level=5 business days 
 Web Content Filtering: The Service Level for filter changes is <3
business days. 
 VPN: Supplier will create and deploy and modify VPN profiles based on user requirements (Service Level=5
business days). 
 VPN New certificates will be created and delivered within 2 business days. 

Applications Security and Software Scanning: Supplier to follow the Service Level defined and agreed for Web application scan reports

  

			
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EXECUTION VERSION 
  

 MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 3 

SERVICE LEVEL MANAGEMENT 

ATTACHMENT 3.3.7 

SERVICE LEVEL DEFINITIONS – INFORMATION TECHNOLOGY
SERVICES 
 APPLICATIONS 

  

			
	    	  	    

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 TABLE OF CONTENTS 

 

									
	1.	 	Introduction.	  	 	1	 
				
		 	1.1	  	General	  	 	1	 
		 	1.2	  	References	  	 	1	 
		 	1.3	  	Definitions	  	 	1	 
			
	2.	 	Critical Service Levels.	  	 	1	 
				
		 	2.1	  	Incident Management Resolution SLAs (non eCommerce)	  	 	1	 
		 	2.2	  	Incident Management Resolution SLAs (eCommerce)	  	 	1	 
			
	3.	 	Other Service Levels	  	 	2	 
				
		 	3.1	  	Incident Management Response SLAs (non eCommerce)	  	 	2	 
		 	3.2	  	Incident Management Escalation/Transfer SLAs (non eCommerce)	  	 	3	 
		 	3.3	  	Problem Management RCA SLAs	  	 	3	 
		 	3.4	  	Change Management Enhancement SLAs	  	 	3	 
		 	3.5	  	eCommerce Incident Management Response SLAs	  	 	4	 
			
	4.	 	Key Performance Indicators	  	 	5	 

  

			
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	1.	 INTRODUCTION. 

 

	1.1	 General. This Attachment describes each Service Level. For each Service Level this Attachment details
the applicable Performance Target, the method for measuring the Service Level and the formula for calculating achievement of the Performance Target. For each Critical Service Level, the Weighting Factor applicable at the Effective Date shall be as
set forth in this Attachment. 

  

	1.2	 References. References to an Attachment, Appendix, Section or Article shall be to such Attachment or
Appendix to, or Section or Article of, this Exhibit unless otherwise provided. A reference to this Exhibit includes a reference to the Attachments and Appendices attached hereto. 

 

	1.3	 Definitions. As used in this Exhibit, capitalized terms shall have the meanings set forth in Exhibit
1. Other terms used in this Exhibit are defined where they are used and have the meanings there indicated. 

  

	2.	 CRITICAL SERVICE LEVELS. 

 

	2.1	 Incident Management Resolution Service Levels (non eCommerce) 

 

									
	 Service

Level
 Measure
	  	 Resolution

Time
	  	 Performance

Goal
	  	 Performance

Target
	  	 Measurement
Interval

	 Priority 1
	  	4 clock hours	  	100%	  	99% (To be baselined)	  	Monthly
	 Priority 2
	  	8 clock hours	  	100%	  	97% (To be baselined)	  	Monthly
	 Priority 3
	  	4 Calendar days	  	100%	  	95%	  	Monthly
	 Priority 4
	  	7 Calendar days	  	To be Baselined	  	To be Baselined	  	Monthly
	 Data Capture
	  	ITSM Tool (Service Now)
	 Method of Calculation
	  	 (Total number of Priority N (N=1,2,3 or 4) incidents resolved within Resolution time within the measurement interval / Total
number of Priority N (N=1,2,3 or4) incidents resolved within the measurement interval) * 100%
 Note: Resolution Time = Incident Resolved time—Incident
Assigned time

  

	2.2	 Incident Management Resolution Service Levels (eCommerce) 

 

											
	 Service
 Level

Measure
	  	 Resolution

Time
	  	 Performance

Goal
	  	 Performance

Target
	  	 Measurement

Interval
	  	 Calculation Method

	 Priority 1
	  	20 clock minutes	  	100%	  	99% (To be Baselined)	  	Monthly	  	(Total number of P1 incidents resolved within Resolution Time within the measurement interval / Total number of P1 incidents resolved within the measurement interval) * 100% Note: Resolution Time = Incident Resolved time - Incident
Assigned time

  

			
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	 Service

Level
 Measure
	  	 Resolution

Time
	  	 Performance

Goal
	  	 Performance

Target
	  	 Measurement

Interval
	  	 Calculation Method

	 Urgent Incident (P2)
	  	3 clock hours	  	To be Baselined	  	To be Baselined	  	Monthly	  	To be calculated Under P2 resolution, ServiceNOW to be configured specifically for Ecommerce Service Levels
						
	 Standard Incident (P3)
	  	12 incident support hours	  	To be Baselined	  	To be Baselined	  	Monthly	  	To be calculated Under P3 resolution, ServiceNOW to be configured specifically for Ecommerce Service Levels
		
	 Data Capture
	  	Jira (Until such time as ServiceNow is implemented to capture the details) ITSM Tool (ServiceNow)

  

	3.	 OTHER SERVICE LEVELS 

The following Service Levels represent LS&Co.’s expectation of service delivery process time limits. Specific details of how these will be managed and
reported will be determined as part of knowledge acquisition and transition in accordance with the requirements in Exhibit 8. 
  

	3.1	 Incident Management Response Service Levels (non eCommerce) 

 

									
	 Service
 Level

Measure
	  	 Response Time
	  	 Performance

Goal
	  	 Performance

Target
	  	 Measurement Interval

	 Priority 1
	  	15 clock minutes	  	100%	  	99% (To be baselined)	  	Monthly
	 Priority 2
	  	30 clock minutes	  	100%	  	97% (To be baselined)	  	Monthly
	 Priority 3
	  	1 Calendar day	  	100%	  	95%	  	Monthly
	 Priority 4
	  	2 Calendar Day	  	100%	  	90%	  	Monthly
	 Data Capture
	  	ITSM Tool (ServiceNow)
	 Method of Calculation
	  	 (Total number of Priority N (N=1,2,3 or 4) resolved incidents responded within Response time within the measurement interval /
Total number of Priority N (N=1,2,3 or 4) incidents resolved within the measurement interval) * 100%
 Note: Response Time = Incident Acknowledged time -
Incident Assigned Time

  

			
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	3.2	 Incident Management Escalation/Transfer SLAs (non eCommerce) 

 

									
	 Service

Level
 Measure
	  	 Escalation/Transfer

Time
	  	 Performance

Goal
	  	 Performance

Target
	  	 Measurement

Interval

	 Priority 1
	  	30 clock minutes	  	To be Baselined	  	To be Baselined	  	Monthly
	 Priority 2
	  	1 clock hours	  	To be Baselined	  	To be Baselined	  	Monthly
	 Priority 3
	  	2 Calendar Day	  	To be Baselined	  	To be Baselined	  	Monthly
	 Priority 4
	  	4 Calendar days	  	To be Baselined	  	To be Baselined	  	Monthly
	 Method of Calculation
	  	(Total Number of Priority N (N=1,2,3 or 4) Incidents Escalated within Escalation/Transfer Time/Total Number of Priority N (N=1,2,3 or 4) Incidents Escalated)*100%

  

	3.3	 Problem Management RCA Service Levels 

 

									
	 Service

Level
 Measure
	  	 Target Time
	  	 Performance

Goal
	  	 Performance

Target
	  	 Measurement

Interval

	 Priority 1
	  	3 Calendar days	  	100%	  	99% (To be baselined)	  	Monthly
	 Priority 2
	  	5 Calendar days	  	100%	  	97% (To be baselined)	  	Monthly
	 Priority 3
	  	15 Calendar days	  	100%	  	95%	  	Monthly
	 Data Capture
	  	ITSM Tool (ServiceNow)	  		  		  	
	 Method of Calculation
	  	 (Total number of Priority N (N=1,2,3 or 4) problems resolved within Target time within the measurement interval / Total number
of Priority N (N=1,2,3 or 4) Problems resolved within the measurement interval) * 100%
 Note: Resolution Time = Problem Resolved time—Problem Assigned
time A problem is considered to be resolved once RCA is submitted

  

	3.4	 Change Management Enhancement Service Levels 

 

											
	 Service

Level
 Measure
	  	 Target

Time
	  	 Performance

Goal
	  	 Performance

Target
	  	 Measurement

Interval
	  	 Calculation

Method

	 Applications promoted to production error free
	  	To be Baselined	  	100%	  	97%	  	Monthly	  	(Total number of Resolved Enhancement CRs without any post production defects within the measurement interval / Total number of Enhancement CRs resolved within the measurement interval) * 100%

  

			
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	 Service

Level
 Measure
	  	 Target

Time
	  	 Performance

Goal
	  	 Performance

Target
	  	 Measurement

Interval
	  	 Calculation

Method

	 Enhancements delivered on schedule
	  	To be Baselined	  	100%	  	95%	  	Monthly	  	(Total number of Resolved Enhancement CRs where Actual Implementation date <= Planned Implementation date within Target time within the measurement interval / Total number of Enhancement CRs resolved within the measurement
interval) * 100%
						
	 Turnaround enhancements estimates (effort)
	  	5 Calendar days	  	100%	  	95%	  	Monthly	  	(Total number of Enhancements requests responded within the target time/ Total number of Enhancements requests received within the measurement interval) * 100%
						
	 Data Capture
	  	ITSM Tool (ServiceNow)	  		  		  		  	

  

	3.5	 eCommerce Incident Management Response Service Levels 

 

											
	 Service Level

Measure
	  	 Response

Time
	  	Performance
Goal	  	Performance
Target	  	Measurement
Interval	  	Calculation Method
	 Critical Incident (P1)
	  	7 minutes	  	To be Baselined	  	To be Baselined	  	Monthly	  	To be calculated Under P1 response, ServiceNOW to be configured specifically for Ecommerce Service Levels

  

			
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	 Service Level

Measure
	  	 Response

Time
	  	Performance
Goal	  	Performance
Target	  	Measurement
Interval	  	Calculation Method
	Urgent Incident (P2)	  	15 minutes	  	To be Baselined	  	To be Baselined	  	Monthly	  	To be calculated Under P2 response, ServiceNOW to be configured specifically for Ecommerce Service Levels
						
	 Standard Incident (P3)
	  	30 minutes	  	To be Baselined	  	To be Baselined	  	Monthly	  	To be calculated Under P3 response, ServiceNOW to be configured specifically for Ecommerce Service Levels

  

			
	Data Capture	  	 •  Jira (Till ServiceNow is implemented to capture the details)

 
 •  ITSM Tool (Service
Now)

  

	4.	 KEY PERFORMANCE INDICATORS 

The following key performance indicators have been agreed upon between the Parties as of the Effective Date. Supplier shall measure and report on its
performance of these key performance indicators in accordance with the requirements for Service Levels. 
  

											
	 S. No
	  	 Service Area
	  	KPI	  	KPI Type	  	 Measurement

Interval
	  	Calculation Method
	1	  	Incident Management	  	Incident Aging for Priority 2 incidents	  	Quantitative	  	Monthly	  	Percentage of IT Priority 2 Incidents during a Measurement Interval that are Not Restored/Restored by Supplier within the required period vs Total no of P2 incidents.
						
	2	  	Incident Management	  	Incident Aging for Priority 3 incidents	  	Quantitative	  	Monthly	  	Percentage of IT Priority 3 Incidents during a Measurement Interval that are Not Restored/Restored by Supplier within the required period vs Total no of P3 incidents.
						
	3	  	Incident Management	  	Number of avoidable incidents	  	Quantitative	  	Monthly	  	Measured as # of incidents caused by CR implemented.
						
	4	  	Problem Management	  	Problems Aging for Priority 1 incidents	  	Quantitative	  	Monthly	  	Percentage of IT Priority 1 Problems during a Measurement Interval that are Not Restored/Restored by Supplier within the required period vs Total no of P1 Problems.

  

			
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	 S. No
	  	Service Area	  	KPI	  	KPI Type	  	 Measurement

Interval
	  	Calculation Method
	5	  	Problem Management	  	Problems Aging for Priority 2 incidents	  	Quantitative	  	Monthly	  	Percentage of IT Priority 2 Problems during a Measurement Interval that are Not Restored/Restored by Supplier within the required period vs Total no of P2 Problems
						
	6	  	Problem Management	  	Problems Aging for Priority 3 incidents	  	Quantitative	  	Monthly	  	Percentage of IT Priority 2 Problems during a Measurement Interval that are Not Restored/Restored by Supplier within the required period vs Total no of P3 Problems
						
	7	  	Change Management	  	Number of Emergency change requests implemented	  	Quantitative	  	Monthly	  	No of Emergency CRs implemented in the Measurement Interval
						
	8	  	General	  	Number of Escalations on quality of service	  	Quantitative	  	Monthly	  	No of Escalation in the Measurement Interval. To be maintained in a separate tracker

			
	Data Capture	  	                        ITSM Tool (ServiceNow)

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

 MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 3 

SERVICE LEVEL MANAGEMENT 

ATTACHMENT 3.3.8 

SERVICE LEVEL DEFINITIONS – INFORMATION TECHNOLOGY 

TESTING COE 

  

			
		  	

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 TABLE OF CONTENTS 

 

									
	 1.
	 	Introduction	  	 	1	 
				
		 	1.1	  	General	  	 	1	 
		 	1.2	  	References	  	 	1	 
		 	1.3	  	Definitions	  	 	1	 
			
	 2.
	 	Critical Service Levels	  	 	1	 
			
	 3.
	 	Other Service Levels	  	 	1	 
			
	 4.
	 	Key Performance Indicators	  	 	1	 

  

			
	LS&Co. – Attachment 3.3.8 – Service Level Definitions – Information Technology Services – Testing COE	  	Page i

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	1.	 INTRODUCTION. 

 

	1.1	 General. This Attachment describes the Service Levels to be tracked for TCoE. For each Service Level,
this Attachment details the objective of the Service Level along with the method for calculation. 

  

	1.2	 References. References to an Attachment, Appendix, Section or Article shall be to such Attachment or
Appendix to, or Section or Article of, this Exhibit unless otherwise provided. A reference to this Exhibit includes a reference to the Attachments and Appendices attached hereto. 

 

	1.3	 Definitions. As used in this Exhibit, capitalized terms shall have the meanings set forth in Exhibit
1. Other terms used in this Exhibit are defined where they are used and have the meanings there indicated. 

  

	2.	 CRITICAL SERVICE LEVELS. 

Pursuant to Section 2.6 of Exhibit 8 the Parties will define, during Knowledge Acquisition, any Critical
Service Levels that are to apply to the performance of the Testing Services on and from the Commencement Date (which Critical Service Levels will be subject to the terms of this Exhibit 3). 

 

	3.	 OTHER SERVICE LEVELS. 

Pursuant to Section 2.6 of Exhibit 8 the Parties will define, during Knowledge Acquisition, any Other Service
Levels that are to apply to the performance of the Testing Services on and from the Commencement Date (which Critical Service Levels will be subject to the terms of this Exhibit 3). 

 

	4.	 KEY PERFORMANCE INDICATORS 

The following key performance indicators will be measured for TCoE: 
  

			
	KPI01:– Quality
		
	Objective	  	To measure effectiveness of Supplier’s testing of Releases
		
	Definition	  	Defect leakage to Production with Severity 1 for testing done by Supplier.
	
	Method
		
	Data Capture	  	Those Severity 1 (Critical) defect leakages into Production which are fixed shall be measured until 3 months from the Go-live date, for every Release, by gathering the data from the applicable
Incident/Ticket Management System in Production
		
	Measurement Interval	  	Monthly
		
	Method of Calculation	  	Only Fixed (Resolved with Code Change) defects from
		
	KPI01:– Quality	  	 Incident/Ticket Management System in Production would be gathered on weekly basis.

Defects approved to be outstanding for Go-live or Defects relating to aspects that could not be tested in the Test
Environment or which were not part of the approved test set or not attributed to performance issues, would not be covered under this Service Level.

		
	Performance Target	  	Expected and minimum level of defects slippage shall be 0 (ZERO)
	
	KPI 02:– Schedule
		
	Objective	  	To measure Schedule adherence of Supplier testing team
		
	Definition	  	Schedule Slippage is calculated using the formulae => {(Actual Duration - Estimated Duration)/Estimated Duration} *100
	
	Method
		
	Data Capture	  	Slippage of schedule for each test release conducted by Supplier shall be measured by gathering data from Project Plan/Test Plan/HP Quality Center. Only the final milestone (test execution completion) shall be considered for
measuring schedule slippage. Intermediate milestones/dates of testing will not be considered for measuring schedule slippage.
		
	Measurement Interval	  	Monthly
		
	Method of Calculation	  	Schedule Slippage is calculated using the formulae => {(Actual Duration - Estimated Duration)/Estimated Duration} *100. Approved revised schedule or schedule slippage reasons not attributable to Supplier’s testing team would
not be covered under this Service Level.
		
	Performance Target	  	Expected and the minimum level of schedule slippage for each release shall be - 95%

  

			
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	KPI03: Test Planning Accuracy
		
	Objective	  	To ensure that Supplier delivers test cases as planned.
		
	Definition	  	Test Cases for which creation is planned versus test cases actually created.
	
	Method
		
	Data Capture	  	During the regression test case development planning:
			
		  	•	  	Supplier will determine the number of test cases needed by the start of the test phase, based on requirements;
			
		  	•	  	Supplier will document all test cases in the Quality Center and will report test case creation progress against the plan.
		
	Measurement Interval	  	Weekly or at LS&Co.’s REQUEST
		
	Method of Calculation	  	Test cases created/test cases for which creation was planned
		
	Performance Target	  	95% of planned test cases are created as scheduled
	
	KPI 04: Test Execution Accuracy
		
	Objective	  	To ensure that Supplier executes test cases as planned.
		
	Definition	  	Test Cases planned to execute versus test cases actually executed.
			
	KPI01:– Quality	  		  	
	
	Method
		
	Data Capture	  	During the test case execution planning:
			
		  	•	  	Supplier will determine the number of regression test cases needed to execute by the start of the test phase, based upon requirements;
			
		  	•	  	Supplier will track all test case execution in the Quality Center and report test case execution progress against the plan
		
	Measurement Interval	  	Daily or at LS&Co.’s REQUEST
		
	Method of Calculation	  	 Test cases executed/test cases planned to be executed

Exclusion: Any test case not executed based upon mutual agreement between both parties.

		
	Performance Target	  	95% of planned test cases are executed as scheduled

  

			
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 MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 3 

SERVICE LEVEL MANAGEMENT 

ATTACHMENT 3.4 

SERVICE LEVEL DEFINITIONS – CUSTOMER SERVICE
SERVICES 

  

			
		  	

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 TABLE OF CONTENTS 

 

									
	 1.
	 	Introduction	  	 	1	 
				
		 	1.1	  	General	  	 	1	 
		 	1.2	  	References	  	 	1	 
		 	1.3	  	Definitions	  	 	1	 
		 	1.4	  	Completion of Service Level Definitions	  	 	1	 
			
	 2.
	 	Critical Service Levels	  	 	1	 
				
		 	2.1	  	Order Capture	  	 	1	 
		 	2.2	  	Order Requiring Resolutions	  	 	2	 
		 	2.3	  	Order Dispute Resolutions	  	 	4	 
		 	2.4	  	Chargebacks	  	 	5	 
		 	2.5	  	Returns and Cancellations Caused by Errors	  	 	5	 
		 	2.6	  	Customer Satisfaction	  	 	6	 
		 	2.7	  	Reporting	  	 	6	 

  

			
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	1.	 INTRODUCTION. 

 

	1.1	 General. This Attachment describes each Service Level. For each Service Level this Attachment details
the applicable Performance Target, the method for measuring the Service Level and the formula for calculating achievement of the Performance Target. For each Critical Service Level, the Weighting Factor applicable at the Effective Date shall be as
set forth in this Attachment. 

  

	1.2	 References. References to an Attachment, Appendix, Section or Article shall be to such Attachment or
Appendix to, or Section or Article of, this Exhibit unless otherwise provided. A reference to this Exhibit includes a reference to the Attachments and Appendices attached hereto. 

 

	1.3	 Definitions. As used in this Exhibit, capitalized terms shall have the meanings set forth in Exhibit
1. Other terms used in this Exhibit are defined where they are used and have the meanings there indicated. 

  

	1.4	 Completion of Service Level Definitions. The Service Levels included in this Attachment at the Effective
Date reflect the Parties best efforts to define the applicable Service Levels for the Service (and applicable Performance Targets and Service Level Credits). After the Effective Date the Parties shall work in good faith with each other to finalize
the list of Service Levels in this Attachment (and the associated Performance Targets and Service Level Credits) that will be applicable to Supplier’s performance of the Services after the applicable Commencement Date. Despite the foregoing,
the Parties agree that this Attachment shall not be amended without the mutual written agreement of both Parties. 

  

	2.	 CRITICAL SERVICE LEVELS. 

 

	2.1	 Order Capture 

 

			
	
	Customer Service SL01:CS – Timeliness of Manual Order Capture
		
	Objective	  	On-time response on all manual order types
		
	Definition	  	Manual orders entered in system within two hours from the time of receipt of the order, (during the working window) 99% of the time. This will be calculated for manual orders coming via phone, email and e-faxes.
	
	Method
		
	Data Capture	  	Base))), SAP
		
	Measurement Interval	  	Daily
		
	Method of Calculation	  	TAT – Order receipt to order entry
		
	Performance Target	  	Performance Target is achieved when 99% of manual orders are entered system within 2 hours from the time of receipt of order (during the working window)
		
	Metric Type	  	Critical Service Level
	
	Customer Service SL02:CS – Manual Order Capture Accuracy
		
	Objective	  	Order entry accuracy
		
	Definition	  	Ensure orders are inputted correctly with–
	
	Customer Service SL02:CS – Manual Order Capture Accuracy
		
		  	 99% order accuracy.
 Definition of
Accuracy:
 A manual order is considered “accurate” if it is complete and error-free

	
	Method
		
	Data Capture	  	Base))) extracts
		
	Measurement Interval	  	Weekly
		
	Method of Calculation	  	 Captured through the measurement interval:

(Total manual orders without errors / Total manual orders)*100

Percent of orders without entry defects.
  

1. 50% of manual orders will be checked throughout the stabilization phase.
  

2. Post stabilization, if the following criteria is met, then the % of manual checks will be reduced by 10% every month until only 15% of manual orders are
checked:
  
 i.   All
performance targets set forth in this document are met

  

			
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		  	 ii.  Mutual agreement between LS&Co. and Supplier to reduce % of manual orders
checked
  
 3. Over the duration of the contract, 15% of all manual orders will be
checked unless non-compliance charges increased by more than 10% of historical charges. In this scenario, the number of manual checks will be temporarily increased to 25% until these non-compliance charges are reduced to below 10% of historical charges.

	
	Performance Target
		
	Performance Target	  	Performance Target is achieved when 99% of orders are correctly entered
		
	Metric Type	  	Critical Service Level
	
	Customer Service SL02:CS – Timeliness of EDI Order Capture
		
	Objective	  	Timeliness of EDI Order Capture
		
	Definition	  	 Validate that EDI orders are transmitted as per customer schedule

Definition of Customer Schedule:
 Customer Schedule
by region will be provided during TA / KA

	
	Method
		
	Data Capture	  	Base))) extracts, customer schedule
		
	Measurement Interval	  	Weekly
		
	Method of Calculation	  	 Captured through the measurement interval:

(Total EDI orders transmitted as per schedule / Total EDI orders)*100

Percent of orders without any transmission delays. 100% of EDI

	
	Customer Service SL02:CS – Timeliness of EDI Order Capture
		  	orders will be checked.
	
	Performance Target
		
	Performance Target	  	Performance Target is achieved when 99.5% of EDI orders are correctly transmitted
		
	Metric Type	  	Critical Service Level
	
	Customer Service KPI04: CS – Order to Delivery Cycle Time
		
	Objective	  	Measure the order to delivery note cycle time on all orders.
		
	Definition	  	Average order to delivery note cycle time on all orders.
	
	Method
		
	Data Capture	  	 SAP – RDD, actual delivery time
 Base)))
– Action history

		
	Measurement Interval	  	Monthly
		
	Method of Calculation	  	 Calculate difference between EDI and Manual orders:

1) EDI: Tracked based on SAP order date (time stamped) at the time of receipt

2) Manual: Capture date and time stamp on emails from Base))) and SAP (delivery note)

	
	Performance Target
		
	Performance Target	  	Process measure
		
	Metric Type	  	KPI (promotable)
	
	2.2 Order Requiring Resolutions
	
	Customer Service SL03:CS – Timeliness of EDI and Manual Order Issue Resolution
		
	Objective	  	Timeliness of order issues resolution (EDI and Manual)
		
	Definition	  	 Blocks/errors resolved or escalated to retained organization within 2 hours from identification of the errors (based on time stamp) 99.5% of
the time.
 Definition of Escalation and Identification:

“Escalation” should be on an exception basis. List of potential escalations will be provided as guidance during KA.

“Identification” timing is based on the time stamp when the issue is raised. Errors may include issues identified on excel, fax, email orders which
can’t be entered into SAP to issues encompassing the order once it is within the SAP (Manual / EDI)

  

			
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	Method
		
	Data Capture	  	SAP, Base)))
		
	Measurement Interval	  	Daily
		
	Method of Calculation	  	Captured through the measurement interval:
	
	Customer Service SL03:CS – Timeliness of EDI and Manual Order Issue Resolution
		
		  	(Total orders with blocks or errors resolved or escalated within 2 hours from identification of the errors / Total orders with blocks or errors)*100
	
	Performance Target
		
	Performance Target	  	Performance Target is achieved when all blocks/errors are resolved or escalated to retained organization within 2 hours from identification of the errors (during the working window) 99.5% of the time
		
	Metric Type	  	Critical Service Level
	
	Customer Service SL04:CS – Timeliness of Block / Removal Resolutions Post Approval
		
	Objective	  	Timeliness of TAT – block removal/issue resolution post approval from retained organization
		
	Definition	  	 Block removal/issue resolution within 2 hours post approval from the retained organization (based on time stamp) 99.5% of the time.

Definition of Escalation and Identification:

“Escalation” should be on an exception basis. List of potential escalations will be provided as guidance during KA.

“Identification” timing is based on the time stamp when the issue is raised. Errors may include issues identified on excel, fax, email orders which
can’t be entered into SAP to issues encompassing the order once it is within the SAP (Manual / EDI)

	
	Method
		
	Data Capture	  	SAP, Base)))
		
	Measurement Interval	  	Daily, weekly, monthly
		
	Method of Calculation	  	 Captured through the measurement interval:

(Total orders with blocks or issue resolution approval from retained organization resolved within 2 hours from notification / Total orders with blocks or issue
resolution approval from retained organization)*100

	
	Performance Target
		
	Performance Target	  	Performance Target is achieved when orders with blocks or issue resolution approval from retained organization are resolved within 2 hours from notification 99.5% of the time
		
	Metric Type	  	Critical Service Level
	
	Customer Service SL05a:CS – Query Resolution Timeliness (Calls)
		
	Objective	  	Timeliness of query resolution for calls Received
	
	Customer Service SL05a:CS – Query Resolution Timeliness (Calls)
		
	Definition	  	 % call queries responded within the agreed timeframe

Definition of Responded and Timeframe:
 A query is
considered “responded” if it is resolved, pended or routed as per the appropriate handoffs. Calls cannot be put on hold – calls that are put on hold are not considered a “response” and will be calculated against the
Performance Target.
 Timeframe call response is 20 seconds or less.

	
	Method
		
	Data Capture	  	ACD Switch report, Base))) Workflow, and Underlying LS&Co. Technology Framework Suite
		
	Measurement Interval	  	Daily (reported weekly)

  

			
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	Method of Calculation	  	(Queries responded within agreed timeframe / Total queries handled)*100
	
	Performance Target
		
	Performance Target	  	Performance Target is achieved when 98% of queries are responded within the timeframe
		
	Metric Type	  	Critical Service Level
	
	Customer Service SL05b:CS – Query Resolution Timeliness (Emails)
		
	Objective	  	Timeliness of query resolution for emails Received
		
	Definition	  	 Monitor the inbound queries received in mailboxes being responded within threshold.

Definition of Responded and Threshold:
 A query is
considered “responded” if it is resolved, pended or routed as per the appropriate handoffs.
 To be within “threshold,” urgent emails
have to be responded within to within 30 minutes. Non-urgent emails can be responded within 2 hours. All urgent emails received post 5 PM local country time zone have to be responded 30 minutes post start of
business hours the next day while non-urgent emails have to be responded within 2 hours post start of business hours the next day.

	
	Method
		
	Data Capture	  	ACD Switch report, Base))) Workflow
		
	Measurement Interval	  	Daily
		
	Method of Calculation	  	(Total emails answered within threshold / Total inbound emails received)*100
	
	Performance Target
	
	Customer Service SL05b:CS – Query Resolution Timeliness (Emails)
		
	Performance Target	  	 Performance Target is achieved when 99% of urgent emails are answered within threshold of 30 minutes. For the remaining 1% emails,
Performance Target is achieved when they are answered within threshold of 45 minutes.
 Performance Target is achieved when 95% of non-urgent emails are answered within threshold of 2 hours

		
	Metric Type	  	Critical Service Level
	
	2.3 Order Dispute Resolutions
	
	Customer Service SL07:CS – UDM Dispute Identification
		
	Objective	  	UDM Dispute Identification
		
	Definition	  	Supplier to check UDM disputes in SAP on a daily basis.
	
	Method
		
	Data Capture	  	SAP, Base))), UDM
		
	Measurement Interval	  	Daily
		
	Method of Calculation	  	TAT – Dispute/Chargeback received to resolution/escalation
	
	Performance Target
		
	Performance Target	  	Process Measure
		
	Metric Type	  	KPI
	
	Customer Service SL07:CS – UDM Dispute Resolution / Escalation
		
	Objective	  	UDM Dispute Resolution or Escalation
		
	Definition	  	Escalate UDM disputes to retained organization with all the supporting documents to support or reject the disputes within 48 hours of receipt 99.5% of the time.
	
	Method
		
	Data Capture	  	SAP, Base))), UDM
		
	Measurement Interval	  	Daily
		
	Method of Calculation	  	(UDM dispute from receipt to resolution or escalation completed within 48 hours / Total UDM disputes)*100
	
	Performance Target
		
	Performance Target	  	Performance Target is achieved when UDM disputes are resolved or escalated to retained organization within 48 hours (during the working window) 99.5% of the time

  

			
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	Metric Type	  	Critical Service Level
	
	2.4 Chargebacks
	
	Customer Service SLA08: CS – Chargeback As a Percentage of Sales
		
	Objective	  	Not to exceed chargeback currently performed in country.
	
	Customer Service SLA08: CS – Chargeback As a Percentage of Sales
		
	Definition	  	Chargebacks percentage attributed to OM errors, incompletion or other order mistakes. Chargeback measurement will be pegged to a percentage of sales as per historical performance in that region.
	
	Method
		
	Data Capture	  	SAP Disputes – Values, Reasons Code, SAP Report, internal report from F&A, chargeback value and % reduction of chargeback from quarter to quarter.
		
	Measurement Interval	  	Monthly, Quarterly
		
	Method of Calculation	  	 Captured through the measurement interval:

(Chargeback amount / Total sales value)*100

	
	Performance Target
		
	Performance Target	  	 Performance Target is achieved when chargeback is at or less than TBD% captured on a quarterly basis

[The percentage is to be determined during TA / KA where data is available. It will vary based on geographic locations – US, UK, etc. Where data is not
available, a baseline period is to be set up to determine the % of chargeback over sales]

		
	Metric Type	  	Critical Service Level
	
	Customer Service SLA06: CS – Chargeback Reduction
		
	Objective	  	 Continue to reduce the % of chargebacks in country to be in line with LSUS’ % of chargeback achieved in 2014. The objective is to
minimize the overall % of chargebacks.
 [Specific % reduction measured on a quarterly basis to be confirmed during TA / KA. Any changes to the
percentages has to be mutually agreed upon]

		
	Definition	  	% of chargeback threshold as per LSUS % of chargeback achieved in 2014
	
	Method
		
	Data Capture	  	SAP Disputes – Values, Reasons Code
		
	Measurement Interval	  	Monthly
		
	Method of Calculation	  	SAP Report, internal report from F&A, chargeback value and % reduction of chargeback from quarter to quarter
	
	Performance Target
		
	Performance Target	  	Process Measure
		
	Metric Type	  	Critical Service Level
	
	2.5 Returns and Cancellations Caused by Errors
	
	Customer Service SLA09: CS – Returns Caused by OM Error
	
	Customer Service SLA09: CS – Returns Caused by OM Error
		
	Objective	  	No return attributable to OM or customer service errors, delays or incompletion.
		
	Definition	  	 Monitor and report returns made because of customer service input errors.

Definition of Errors:
 An order is considered
erroneous if it contains mistakes, is delayed or is incomplete.

	
	Method
		
	Data Capture	  	 SAP - # of orders / units returns, return reasons, value of return

Base))) – Action history

		
	Measurement Interval	  	Monthly
		
	Method of Calculation	  	(Total number of returns / Total number of orders) * 100

  

			
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	Performance Target
		
	Performance Target	  	Performance Target is achieved when there is less than 0.5% return resulting from OM errors, delays or incompletion
		
	Metric Type	  	Critical Service Level
	
	Customer Service KPI07: CS – Order Cancellation Caused by OM Error
		
	Objective	  	No cancellation attributable to OM handling errors, delays, or incompletion.
		
	Definition	  	 Cancellations attributed to OM errors, delays or incompletion. No cancellation without knowing the reason category, increase accountability
and agent should own the order for complete order lifecycle.
 Definition of Errors:

An order is considered erroneous if it contains mistakes, is delayed or is incomplete.

	
	Method
		
	Data Capture	  	 SAP - # of orders cancelled, cancellation reasons, value of orders

Base))) – Action history

		
	Measurement Interval	  	Monthly
		
	Method of Calculation	  	(Total number of cancellations / Total number of orders) * 100
	
	Performance Target
		
	Performance Target	  	Performance Target is achieved when there is less than 0.5% cancellation resulting from OM errors, delays or incompletion
		
	Metric Type	  	SLA
	
	2.6 Customer Satisfaction
	
	Customer Service SL05: CS – Customer Satisfaction Survey
	
	Customer Service SL05: CS – Customer Satisfaction Survey
		
	Objective	  	Customer experience CSAT
		
	Definition	  	To measure the satisfaction of LS&Co. customer accounts and sales team and record their experience and feedback on timeliness and quality of the service.
	
	Method
		
	Data Capture	  	Through internal/external survey mechanism
		
	Measurement Interval	  	Monthly (after one year, move to quarterly)
		
	Method of Calculation	  	 Number of satisfied customers / number of customers responding to survey created by Supplier and aligned with LS&Co.

A scoring system to evaluate the survey will be put in place. Performance Target has to be calculated based on survey responses that would cover a number of
metric mutually agreed on with LS&Co.

	
	Performance Target
		
	Performance Target	  	 Performance Target: TBD
 [Survey
template and scoring mechanism to be finalized during TA / KA.]

		
	Metric Type	  	Critical Service Level
		
	2.7 Reporting	  	
	
	Customer Service SL01:CS – Report Control Timeliness
		
	Objective	  	Timely creation and delivery of internal report control requests
		
	Definition	  	 Timely submission, refreshment and distribution of reports in line with agreed cadence.

Definition of Timely:
 A report submission is
considered “timely” if it is submitted within the timeline stipulated by the retained organization. A schedule of reporting cadence will be provided during TA / KA.

	
	Method
		
	Data Capture	  	Base))) data extract (time stamps)
		
	Measurement Interval	  	Monthly
		
	Method of Calculation	  	# of reports delivered on time / total # of reports generated

  

			
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	Performance Target
		
	Performance Target	  	Performance Target is achieved when 95% of all reports are delivered on time
		
	Metric Type	  	Critical Service Level
	
	Customer Service SL01:CS – Ad Hoc Report Control Timeliness
		
	Objective	  	Timely creation and delivery of ad hoc report requests
	
	Customer Service SL01:CS – Ad Hoc Report Control Timeliness
		
	Definition	  	 Timely submission, refreshment and distribution of reports in line with the request of the ad hoc report.

Definition of Timely:
 A report submission is
considered “timely” if it is submitted within the timeline stipulated by the retained organization during the request.

	
	Method
		
	Data Capture	  	Base))) data extract (time stamps)
		
	Measurement Interval	  	Monthly
		
	Method of Calculation	  	# of ad hoc reports delivered on time / total # of ad hoc reports generated
	
	Performance Target
		
	Performance Target	  	Performance Target is achieved when 95% of all ad hoc reports are delivered on time
		
	Metric Type	  	Critical Service Level
	
	Customer Service SL02:CS – Report Control Accuracy
		
	Objective	  	Report control accuracy
		
	Definition	  	 All reports generated for submission, refreshes and distribution are accurate

Definition of Accurate:
 A report is considered
“accurate” if it is complete and error-free.

	
	Method
		
	Data Capture	  	Base)))
		
	Measurement Interval	  	Monthly
		
	Method of Calculation	  	# of accurate reports delivered / total # of reports generated
	
	Performance Target
		
	Performance Target	  	Performance Target is achieved when 99% of all reports are accurate
		
	Metric Type	  	Critical Service Level

  

			
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 MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 3 

SERVICE LEVEL MANAGEMENT 

ATTACHMENT 3.5 

SERVICE LEVEL DEFINITIONS – CONSUMER RELATIONS
SERVICES 

  

			
		  	

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 TABLE OF CONTENTS 

 

									
	 1.
	 	Introduction	  	 	1	 
				
		 	1.1	  	Purpose	  	 	1	 
		 	1.2	  	References	  	 	1	 
		 	1.3	  	Definitions	  	 	1	 
			
	 2.
	 	Finalization of Service Level Definitions.	  	 	1	 

  

			
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	1.	 INTRODUCTION. 

 

	1.1	 Purpose. This Attachment describes each Service Level applicable to the Consumer Relations Services. For
each Service Level this Attachment details the applicable Performance Target, the method for measuring the Service Level and the formula for calculating achievement of the Performance Target. For each Critical Service Level, the Weighting Factor
applicable at the Effective Date shall be as set forth in this Attachment. 

  

	1.2	 References. References to an Attachment, Appendix, Section or Article shall be to such Attachment or
Appendix to, or Section or Article of, this Exhibit unless otherwise provided. A reference to Exhibit includes a reference to the Attachments and Appendices attached hereto. 

 

	1.3	 Definitions. As used in this Exhibit, capitalized terms shall have the meanings set forth in Exhibit
1. Other terms used in this Exhibit are defined where they are used and have the meanings there indicated. 

  

	2.	 FINALIZATION OF SERVICE LEVEL
DEFINITIONS. 

 The Parties acknowledge and agree that this Attachment 3.5 has not been completed
as of the Effective Date. Accordingly, the Parties agree that they shall continue to negotiate and finalize this Attachment 3.5 in good faith, with the goal of promptly completing this Attachment 3.5 (but in no event later than the end
of Knowledge Acquisition) and incorporating the completed Attachment 3.5 into the Agreement. The completed Attachment 3.5 shall be incorporated into the Agreement by means of an addenda executed by both Parties, with such completed
Attachment 3.5 being effective as of the Effective Date (and without the requirement for additional consideration with respect to the finalization of Attachment 3.5 and execution of the addenda). 

  

			
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 MASTER SERVICES AGREEMENT* 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 4 

PRICING 
  

 
  

	* 	 Certain information in this exhibit has been omitted and filed separately with the Securities and Exchange
Commission. Confidential treatment has been requested with respect to the omitted portions marked with [****]*. 

  

			
		  	

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 TABLE OF CONTENTS 

 

									
	1.	 	Introduction	  	 	1	 
				
		 	1.1	  	General	  	 	1	 
		 	1.2	  	References	  	 	1	 
		 	1.3	  	Certain Definitions	  	 	1	 
			
	2.	 	Charges Generally	  	 	3	 
				
		 	2.1	  	Summary of Charges	  	 	3	 
		 	2.2	  	Assumed Efficiencies	  	 	4	 
		 	2.3	  	Personnel Projection Matrix; Management of Resources	  	 	4	 
		 	2.4	  	No Other Charges	  	 	4	 
		 	2.5	  	Proration	  	 	4	 
		 	2.6	  	Billing Regions; Currency	  	 	4	 
		 	2.7	  	Supplier Tools	  	 	5	 
		 	2.8	  	LS&Co. Tools	  	 	5	 
		 	2.9	  	Bundle 2 Pricing	  	 	6	 
		 	2.10	  	Volume Discount	  	 	6	 
			
	3.	 	Transition Charges	  	 	6	 
				
		 	3.1	  	Transition Charges	  	 	6	 
		 	3.2	  	Payment of Charges Following Transition	  	 	7	 
		 	3.3	  	Transition Investment	  	 	7	 
			
	4.	 	Utility/Consumption Pricing	  	 	7	 
				
		 	4.1	  	Application	  	 	7	 
		 	4.2	  	Resource Volumes; Actual RUs	  	 	7	 
		 	4.3	  	Base Charge	  	 	7	 
		 	4.4	  	Volume Bands; ARC Rates; RRC Rates	  	 	8	 
		 	4.5	  	Calculation of ARCs for Resource Baselines	  	 	8	 
		 	4.6	  	Calculation of RRCs for Resource Baselines	  	 	8	 
		 	4.7	  	Substantial Volume Change	  	 	8	 
			
	5.	 	FTE-Based Charges	  	 	9	 
				
		 	5.1	  	Workforce Charges	  	 	9	 
		 	5.2	  	Base Workforce	  	 	9	 
		 	5.3	  	Year over Year Productivity Gains	  	 	10	 
		 	5.4	  	Resources and Resource Baselines	  	 	10	 
		 	5.5	  	Volume Fluctuations	  	 	10	 
		 	5.6	  	Ongoing Changes in FTEs	  	 	11	 
		 	5.7	  	Completion of FTE Increments, Resource Definitions and Resource Baselines	  	 	12	 
		 	5.8	  	Conversion of Pricing to Consumption Pricing	  	 	12	 
			
	6.	 	Pass-Through Expenses	  	 	13	 
				
		 	6.1	  	General	  	 	13	 
		 	6.2	  	Services and Materials	  	 	13	 
		 	6.3	  	Requirements for Pass-Through Expenses	  	 	13	 
		 	6.4	  	Rebates	  	 	14	 
			
	 7.
	 	Cost of Living Adjustments.	  	 	14	 

  

			
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	 8.
	 	Chargeable Project Support	  	 	14	 
				
		 	8.1	  	Chargeable Project Support	  	 	14	 
		 	8.2	  	Estimates	  	 	15	 
		 	8.3	  	Payment-Based Milestones	  	 	15	 
		 	8.4	  	Fixed Fee	  	 	15	 
		 	8.5	  	Time and Materials Charges	  	 	15	 
		 	8.6	  	Termination of a Work Order	  	 	16	 
		 	8.7	  	Volume Discount	  	 	16	 

  

			
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	1.	 INTRODUCTION. 

 

	1.1	 General. This Exhibit sets forth the methodology for calculating all Charges for Services provided under
the Agreement. 

  

	1.2	 References. References to an Attachment, Appendix, Section or Article shall be to such Attachment or
Appendix to, or Section or Article of, this Exhibit unless otherwise provided. A reference to this Exhibit includes a reference to the Attachments and Appendices attached hereto. 

 

	1.3	 Certain Definitions. As used in this Exhibit, capitalized terms shall have the meanings set forth in
Exhibit 1. Other terms used in this Exhibit are defined where they are used and have the meanings there indicated. The terms set forth below have the meanings set forth below: 

 

	 	(a)	 “Actual RUs” has the meaning given in Section 4.2.

  

	 	(b)	 “Additional Resource Charge” or “ARC” means a resource charge for
LS&Co.’s use or consumption of a Resource above the applicable Resource Baseline, as such charge is set forth in this Exhibit 4. 

  

	 	(c)	 “Annual Productivity Gains” has the meaning given in Section 5.3.

  

	 	(d)	 “ARC Rate” means the amount payable for each ARC. 

 

	 	(e)	 “Base Workforce” has the meaning given in Section 5.1.

  

	 	(f)	 “Billing Region” has the meaning given in Section 2.6(a).

  

	 	(g)	 “Chargeable Project Support” means the performance of Project-related activities that have
been approved by LS&Co. in accordance with the Agreement. 

  

	 	(h)	 “Consumption Pricing” has the meaning given in Section 4.1.

  

	 	(i)	 “Deadband” means for a Resource a band of plus or minus 10% from the Resource Baseline for
that Resource. For the purposes of the foregoing: (i) the upper end of the Deadband shall be calculated as the largest whole number included within the Deadband percentage, and (ii) the lower end of the Deadband shall be calculated as the
smallest whole number included within the Deadband percentage. 

  

	 	(j)	 “Fixed Fee” has the meaning given in Section 8.2.

  

	 	(k)	 “FTE” means the equivalent of an individual who spends a specified number of Productive Hours
providing the Services per year. 1 FTE correlates to such number of Productive Hours but may be comprised of (i.e., the Productive Hours may be provided by) more than 1 individual and the applicable number of FTEs shall be specified in
decimal numbers if the corresponding yearly Productive Hours are not multiples of the number of Productive Hours specified. For each Region, the number of Productive Hours for a Service Category shall be the Productive Hours specified for that
Region in the applicable Pricing Table. 

  

	 	(l)	 “FTE Increment” has the meaning given in Section 5.5.

  

	 	(m)	 “LS&Co. Tools” has the meaning given in Section 2.8.

  

	 	(n)	 “Milestone Amount” has the meaning given in Section 8.3.

  

	 	(o)	 “Monthly Workforce Charge” has the meaning given in Section 5.1.

  

	 	(p)	 “Overhead Functions” means non-chargeable functions
that are provided by Supplier as part of Supplier’s overall project management and contract management, except to the extent that such functions are stated in the Agreement as being separately chargeable for Projects. The costs of such
functions are included within the Base Charges (as well as the ARC Rates and RRC Rates) and the Rates. The cost of such functions shall not be charged separately and shall not constitute a Project. 

 

	 	(q)	 “Payment Based Milestone” means a milestone agreed to by the Parties in a Work Order that
shall, upon completion and acceptance in accordance with Exhibit 5, result in Supplier’s entitlement to invoice the Charges agreed to by the Parties and associated with the milestone. 

  

			
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	 	(r)	 “Personnel Projection Matrix” means the personnel projection matrix set forth in the
applicable Pricing Table which defines the number of Supplier Staff performing specific Services in each month. 

  

	 	(s)	 “Pricing Table” means for a Service Category the portion of this Exhibit 4 that defines
the Charges for the Services provided by Supplier for that Service Category, the Rates applicable to any New Services and Projects for that Service Category, and such other information as is necessary to determine the changes to the Charges as a
result of increases or decreases in the amount of the Services provided hereunder according to LS&Co.’s demand for the Services. 

  

	 	(t)	 “Productive Hours” means the number of hours worked by Supplier Staff performing the
applicable Services, excluding non-productive time (such non-productive time includes travel, vacation, holiday, training, education, marketing, administrative staff
meetings, medical leave, military leave and Overhead Functions). 

  

	 	(u)	 “Project Spend” has the meaning given in Section 8.7.

  

	 	(v)	 “Rates” has the meaning given in Section 8.1. 

 

	 	(w)	 “Reduced Resource Credit” or “RRC” means a credit for LS&Co.’s use
or consumption of a Service below a Resource Baseline, as such credit is set forth in this Exhibit 4. 

  

	 	(x)	 “Resource” means the unit of measure identified by Service Category that are used to measure
the volume of Services consumed by LS&Co. The volume of Services being consumed by LS&Co. for each Resource shall be measured by counting the number of Resource Units in accordance with the requirements in the Agreement and in the applicable
Pricing Table. 

  

	 	(y)	 “Resource Baseline” means, for each Resource, the monthly volume of Resource Units defined in
the applicable Pricing Table. Resource Baselines reflect the quantity of Resource Units that are included in the Base Charges for a specified Resource. 

  

	 	(z)	 “Resource Unit” or “RU” means the unit of measurement for a Resource, as such
unit of measurement is defined in the applicable Pricing Table. 

  

	 	(aa)	 “RRC Rate” means the amount credited to LS&Co. for each RRC. 

 

	 	(bb)	 “Supplier Tools” has the meaning given in Section 2.7. 

 

	 	(cc)	 “Spike Notice” has the meaning given in Section 5.5(c).

  

	 	(dd)	 “Substantial Change” has the meaning given in Section 4.7.

  

	 	(ee)	 “Substantial Workforce Change” has the meaning given in Section 5.6.

  

	 	(ff)	 “Unit Rate” means, with respect to a Service charged on an FTE basis, the rate set forth in
the applicable Pricing Table for a single FTE. Where multiple bands are set forth in the applicable Pricing Table for an FTE, the Unit Rate in a month shall be the amount for a single FTE set forth in the applicable Pricing Table for the band in
which the count of FTEs falls in that month. 

  

	 	(gg)	 “Volume Band” means the volume bands above or below a Resource Baseline; as specified for each
Resource in the applicable Pricing Table. 

  

	2.	 CHARGES GENERALLY. 

 

	2.1	 Summary of Charges. The Charges for the Services for each month shall include: 

 

	 	(a)	 Any Transition Charges due during the applicable month; 

 

	 	(b)	 The monthly Base Workforce Charge for each Service Category, subject to the adjustment of that Base Workforce
Charge for changes in applicable FTE Increments, all as determined in accordance with Section 5; 

  

	 	(c)	 Pass-Through Expenses; 

  

			
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	 	(d)	 Charges as otherwise set forth in Pricing Tables and/or the Agreement; and 

 

	 	(e)	 Charges for Chargeable Project Support. 

 

	2.2	 Assumed Efficiencies. Supplier has made certain assumptions regarding reductions in costs and other
efficiencies that Supplier shall achieve and such efficiencies and assumptions are reflected in the Charges. Supplier agrees that it assumes the risk of the validity of these assumptions such that Supplier delivers the volume and types of Services
described in the Agreement for the Charges associated with those Services. In addition, LS&Co. shall not be charged any additional amounts due to Supplier’s failure to accomplish or complete these efficiencies. If, at any time during the
Term, there is insufficient Supplier Staff to properly perform the Services in accordance with the Agreement as a result of Supplier’s failure to achieve the productivity improvements and other efficiencies, Supplier shall (a) provide any
additional support (e.g., additional Supplier Staff) necessary to perform such Services in accordance with the Agreement at no additional cost to LS&Co.; and (b) cross-train Supplier Staff with respect to the Services so that Supplier can
shift Supplier Staff to properly perform the Services. 

  

	2.3	 Personnel Projection Matrix; Management of Resources. The Personnel Projection Matrix sets forth the
anticipated number of Supplier Staff who will be allocated to the provision of the Services within a particular Service Category. Nothing on the Personnel Projection Matrix shall relieve Supplier of the obligation to provide the Services in
accordance with the Agreement and Supplier is solely responsible for managing its resources so as to provide the Services in compliance with the Agreement irrespective of the number of Supplier Staff and other resources required to provide the
Services. Supplier shall utilize and manage the billable resources used to perform Services efficiently. 

  

	2.4	 No Other Charges. The Charges calculated in accordance with this Agreement are the only amounts payable
by LS&Co. to Supplier in relation to the subject matter of this Agreement and no other charges, or expenses, costs or other amounts incurred by Supplier in performing the Services and its other obligations pursuant to this Agreement shall be
additionally chargeable to LS&Co. Any Services that do not have a specific identified charge or a methodology for calculating a specific Charge shall not be separately chargeable by Supplier. Supplier confirms that there is no
cross-subsidization between Service Categories. 

  

	2.5	 Proration. If any period in which any payment is made is less than the full period in respect of which
the payment is due, then the payment shall be prorated on a daily basis based on the number of days in the actual period. 

  

	2.6	 Billing Regions; Currency. 

 

	 	(a)	 For each region (whether a single country or grouping of multiple countries) specified in the table below (each
a “Billing Region”), Supplier shall provide invoices in accordance with this Exhibit 4 and the Agreement in the country specified below for that Billing Region to the LS&Co. address specified for that invoice.

  

											
	 Billing Region
	  	 Invoiced Entity
	  	Fee
Allocation	 	 	Currency	 
	 LSA (the Americas, North & South)
	  	 Levi Strauss & Co.
	  	 	60	% 	 	 	U.S. Dollars	 
	 LSE (all of Europe, including Russia)
	  	 Levi Strauss & Co. Europe SCA
	  	 	25	% 	 	 	U.S. Dollars	 
	 AMA = Asia, the Middle East & Africa
	  	 Levi Strauss Asia Pacific Division Pte
	  	 	15	% 	 	 	U.S. Dollars	 

  

	 	(b)	 The Fees to be invoiced in each Billing Region for each Service Category shall be in the proportion specified
by LS&Co. in its sole discretion from time to time (which proportion represents the Services delivered with respect to each Billing Region). The proportion as at the Effective Date is set forth in the table in
Section 2.6(a) under the column titled “Fee Allocation.” Where agreed to by the Parties, Supplier may issue invoices in a Billing Region using the agreed to Supplier Affiliate in the specified Billing Region.

  

			
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	 	(c)	 Unless otherwise stated in the table above, all references to payments or credits in this Agreement refer to
payments or credits in U.S. dollars. The risk of foreign exchange fluctuations has been included in the Charges. Supplier shall not vary or adjust any of the Charges as a result of any fluctuation in any foreign exchange rate. 

 

	2.7	 Supplier Tools. The one-time and ongoing cost and expenses for:
(a) the tools of Supplier set forth in each Statement of Work; (b) tools used by Supplier to provide the Services and any other tools that are required by Supplier in order to deliver the Services to LS&Co. (except to the extent that
such a tool is specified as the responsibility of LS&Co. in the applicable Statement of Work); and (c) such other tools as the Parties agree shall be provided by Supplier as part of a New Service, Change or Project, are included within the
Charges (collectively “Supplier Tools”). LS&Co. shall not be responsible for additional costs and expenses related to any Supplier Tools (including the implementation, operation, or update of Supplier Tools (including any new
release, update or enhancement to that Supplier Tool or the replacement of that Supplier Tool with an alternative software platform)). For clarity, the Charge includes the cost of all resources required by Supplier to perform the responsibilities of
Supplier with respect to Supplier Tools (and as such responsibilities are more specifically defined in each Statement of Work). 

  

	2.8	 LS&Co. Tools. The tools licensed, leased or owned by LS&Co. from a third party and used in
connection with the provision of the Services are set forth in the applicable Statement of Work (“LS&Co. Tools”). LS&Co. shall make available to Supplier the number and type of licenses for each LS&Co. Tool specified in
the applicable Statement of Work (and as used by LS&Co. for the performance of the applicable Services) at or prior to the Commencement Date. If, during the Transition Period, Supplier determines that there are tools that are licensed, leased or
owned by LS&Co. and used by LS&Co. for the performance of the Services at the Effective Date that are not listed in the applicable Statement of Work, then Supplier shall promptly notify LS&Co. of such tools and, upon agreement of the
Parties, such tools shall be added to the Statement of Work and upon such addition shall be deemed to form part of the LS&Co. Tools. If Supplier requires additional licenses of, or a different type of license for, the LS&Co. Tools beyond
those held by LS&Co. at the Effective Date and used by LS&Co. for the performance of the Services at the Effective Date then the cost and expense of such additional or different licenses shall be to Supplier’s account. If, as a result
of LS&Co.’s increase in the demand for Services, Supplier determines that it requires additional licenses for the LS&Co. Tools beyond those held by LS&Co. and used by LS&Co. for the performance of the Services then Supplier
shall promptly notify LS&Co. of the requirement for such additional licenses and the cost and expense of additional licenses determined to be required by the Parties for the performance of the Services shall be to LS&Co.’s account.

  

	2.9	 Bundle 2 Pricing. The Charges and Transition Charges specify the price associated with the performance
of each of the Bundle 2 elements. Supplier shall not be entitled to any Transition Charges or ongoing Charges associated with a Bundle 2 element until such time as LS&Co. notifies Supplier of LS&Co.’s decision to transfer the
responsibility for the provision of the Bundle 2 element to Supplier (in which case such Charges shall only be payable in accordance with this Exhibit 4). 

 

	2.10	 Volume Discount. With the exception of spend on Projects completed pursuant to
Section 8 and the New Services (both of which shall be subject to, and included within the calculation of, the volume discount pursuant to Section 8.7) and Pass-Through Expenses, all amounts
chargeable under the Agreement shall be reduced by [****]*. The foregoing reflects the discount committed by Supplier with respect to the award of the business pursuant to the
Agreement, including any future business or increases in the scope of the business. 

  

	3.	 TRANSITION CHARGES. 

 

	3.1	 Transition Charges. The Transition Charges are set forth in Exhibit 8. Each of the fixed
Transition Charges are allocated in Exhibit 8 to the achievement by Supplier of a specific Transition Milestone. Supplier shall invoice LS&Co. for each such Transition Charge in the month immediately following the month in which
LS&Co. accepts Supplier’s completion of a Transition Milestone. If Supplier fails to achieve the Transition Milestone, then Supplier shall not invoice LS&Co. for such Transition Charge until such Transition Milestone is accepted by
LS&Co. There are no separate or additional Charges or other expenses for the Transition Services and the Transition Charges include all Pass-Through Expenses incurred by Supplier (or Supplier Staff) in connection with the performance of such
Transition Services, including Pass-Through Expenses associated with travel and lodging. 

  

			
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	3.2	 Payment of Charges Following Transition. LS&Co. shall not have any obligation to pay any Charges
with respect to any Services (or a part of those Services) that are to be provided following Transition until all of the Transition Milestones applicable to such Services (or the applicable part of those Services) have been accepted by LS&Co.

  

	3.3	 Transition Investment. [****]*,
Supplier will invest, to its own account, in the performance of the Transition Services. At the Effective Date, the projected total investment towards such Transition Services is
[****]*. Supplier shall not be entitled to charge LS&Co. with respect to any such investment amounts, provided, however, that such investment amounts are included within the
Termination Charges payable pursuant to Section 24.1 of the Agreement (that is, where LS&Co. terminates the Agreement (a) for convenience pursuant to Section 23.1 of the Agreement or
(b) as a result of a change in control of LS&Co. pursuant to Section 23.2 of the Agreement). 

  

	4.	 UTILITY/CONSUMPTION PRICING. 

 

	4.1	 Application. The methodology set forth in this Section 4 applies to those
Services which are to be charged on a consumption or utility basis (“Consumption Pricing”). As of the Effective Date, Consumption Pricing does not apply to any of the Services to be performed by Supplier after the completion of the
initial Transition Period. To the extent that the Parties agree to convert at a future date any of the charges under this Agreement to Consumption Pricing pursuant to Section 5.8 (or the Parties agree that New Services
shall be charged using Consumption Pricing), the terms and conditions in this Section 4 shall apply to such Charges. 

  

	4.2	 Resource Volumes; Actual RUs. Supplier shall measure, track and report on the number of Resource Units
utilized and authorized by LS&Co. for each Resource (“Actual RUs”) in accordance with the Resource Unit definition. Supplier shall not include in the Actual RUs Resource Units that were (a) consumed by Supplier or Supplier
Agents in performing Supplier’s obligations under the Agreement; (b) utilized by Supplier in providing the Services that were meant to have been consolidated, reduced or eliminated in accordance with Supplier’s obligations in the
Agreement; (c) expended in performing Overhead Functions; or (d) excluded in the Agreement from the count of Actual RUs. Supplier shall provide LS&Co. with details about Actual RUs, historical and forecast, on a monthly basis and
provide explanations for variances beyond historical and forecast trends. If the Actual RUs for a Resource decrease to a volume of zero, there will be no ongoing Charges for that Resource. 

 

	4.3	 Base Charge. The monthly Base Charge applicable to each Resource is set forth in the applicable Pricing
Table. The Base Charge for a Resource reflects the Charges applicable to the quantity of Resource Units included in the Resource Baseline for that Resource. The Base Charge shall be computed on a monthly basis and prorated for any partial month in
accordance with Section 2.5. 

  

	4.4	 Volume Bands; ARC Rates; RRC Rates. The ARC Rates and RRC Rates that will be used to calculate the ARCs
and RRCs for each month depend on the Volume Band within which Actual RUs for each Resource fall for the applicable month. Where the applicable Pricing Table reflects a Volume Band as a percentage, (a) the upper end of the Volume Band shall be
calculated as the largest whole number included within the Volume Band percentage, and (b) the lower end of the Volume Band shall be calculated as the smallest whole number included within the Volume Band percentage. The ARC Rate and RRC Rate
for each Volume Band apply to Resource Units that fall within those Volume Bands. ARCs and RRCs shall be calculated using the ARC Rate or RRC Rate applicable to that Resource in the month the ARC or RRC was incurred. The ARC Rates and RRC Rates are
set forth, by Volume Band, in the applicable Pricing Table. For all Resources, the ARC Rate and RRC Rate shall be the same within the same Volume Band. Supplier shall calculate and record Actual RUs, ARCs and RRCs each month. On the 10th business
day of each month, Supplier shall provide LS&Co. with a report detailing the Actual RUs, ARCs and RRCs in the prior month. 

  

	4.5	 Calculation of ARCs for Resource Baselines. If Actual RUs in a calendar month for a Resource are greater
than the applicable Resource Baseline for such Resource, then LS&Co. shall pay Supplier an Additional Resource Charge equal to: 

  

			
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	 	(a)	 for each complete Volume Band (if any) between the Actual RUs and the Resource Baseline for such Resource, the
product of the ARC Rate for the applicable Volume Band multiplied by the number of Resource Units in that Volume Band; and 

  

	 	(b)	 for the Volume Band within which the Actual RUs fall, the product of the ARC Rate for the applicable Volume
Band multiplied by the difference between the Actual RUs for the Resource for that month and the bottom of the Volume Band. 

  

	4.6	 Calculation of RRCs for Resource Baselines. If Actual RUs in a calendar month for a Resource are less
than the applicable Resource Baseline for such Resource, then Supplier shall credit LS&Co. with a Reduced Resource Credit equal to: 

  

	 	(a)	 for each complete Volume Band (if any) between the Actual RUs and the Resource Baseline for such Resource, the
product of the RRC Rate for the applicable Volume Band multiplied by the number of Resource Units in that Volume Band; and 

  

	 	(b)	 for the Volume Band within which the Actual RUs fall, the product of the RRC Rate for the applicable Volume
Band multiplied by the difference between the Actual RUs for the Resource for that month and the top of the Volume Band. 

  

	4.7	 Substantial Volume Change. In the event that the consumption of a Resource decreases or increases more
than 50% in the aggregate from the Resource Baseline and such changes persist for a 90-day period, or either party expects such changes to persist for a 90-day period
(each such instance, a “Substantial Change”), then either Party may elect to negotiate an equitable adjustment to the Base Charges for that Resource to reflect such 

change. Such adjustments shall be based on Supplier’s costs (and related profit) that either: (a) can be eliminated if the
Substantial Change results in a decrease in LS&Co.’s consumption of services; or (b) are unavoidably incurred by Supplier in the event a Substantial Change results in an increase in LS&Co.’s consumption of the services
notwithstanding Supplier’s reasonable efforts to avoid and mitigate such costs. 
  

	5.	 FTE-BASED CHARGES.

  

	5.1	 Workforce Charges. For each Service Category for which the Charges are calculated on the basis of the
Supplier Staff assigned to perform the Services, the Charges for that Service shall be calculated based on the number of authorized FTEs as that number is specified in the Personal Projection Matrix, subject to any additions and subtractions
approved in accordance with Sections 5.5 and 5.6 (each, a “Base Workforce”). After the expiration of the first Contract Year, and upon 30 days’ notice to LS&Co., Supplier can reassign FTEs who are
assigned to perform any of the information technology Services (irrespective of the specific information technology Service Category) from an LS&Co. Service Location to a Supplier Service Location; provided that (i) Supplier shall within
each [****]* month period only be permitted to reassign up to [****]* FTEs (unless a greater number is agreed to by the Parties). That is, Supplier may reassign up to
[****]* FTEs within the [****]* of a Contract Year but no more than [****]*. For [****]* of the Contract Year, Supplier may reassign up to another [****]*; (ii) to the extent that Supplier does not reassign all [****]* FTEs within any such [****]* month period, Supplier shall not be entitled to rollover such reassignments from that [****]* month period to a subsequent
[****]* month period; and (iii) with respect to any such reassignment a minimum floor of greater than [****]*
FTEs shall apply at each LS&Co. Service Location unless otherwise agreed to by the Parties. After the expiration of the first Contract Year, Supplier may release FTEs who are assigned to perform any of the information technology Services
(irrespective of the specific information technology Service Category) from a Supplier Service Location. Accordingly, starting from the applicable Commencement Date and for each month of the Term thereafter, Supplier shall be entitled to invoice
LS&Co. for the performance of the Services for each Service Category the monthly Charge calculated for that Service Category by adding together the sum of all of the amounts calculated in accordance with the following formula (the
“Monthly Workforce Charge”): 

 The number of FTEs set forth on the Personnel Project Matrix (plus any
additions and subtractions approved in accordance with this Sections 5.5 and 5.6) at a specific Service Location during the month for that Service Category X the applicable Rate. 

  

			
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	5.2	 Base Workforce. The Monthly Workforce Charge includes the cost of all resources required by
Supplier to perform the applicable Services. If, at any time during the Term, there are insufficient FTEs within a Base Workforce to properly perform the applicable Services in accordance with the terms of the Agreement, Supplier shall be required
to provide any additional support (e.g., additional FTEs) necessary to perform the applicable Services in accordance with the terms of the Agreement at no additional cost to LS&Co. Supplier is responsible for any additional amounts incurred or
resources used as a result of inefficiencies of the FTEs. Without limiting the foregoing, Supplier shall handle the volume of transactions specified for each Resource as the Resource Baseline, and where no Resource Baseline is specified Supplier
shall handle at least the same volumes of Services for each of the processes as LS&Co. historically handled internally in each country and/or Region. 

  

	5.3	 Year over Year Productivity Gains. Supplier has committed to providing certain year over year
productivity gains, as such productivity gains are set forth on the applicable Pricing Table (“Annual Productivity Gains”). The Annual Productivity Gains and corresponding reductions in the number of Supplier Staff required to
perform the Services are included in annual Base Workforce numbers set forth in the applicable Pricing Tables. 

  

	5.4	 Resources and Resource Baselines. For each such Resource, Supplier shall measure and track the volume of
Actual RUs. By no later than the 10th business day of each month Supplier shall provide LS&Co. with a report detailing the consumption of Actual RUs in the prior month for each Resource. Supplier shall not include in the Actual RUs, transactions
or resources that were (a) consumed or utilized by Supplier or Supplier Agents in performing Supplier’s obligations under the Agreement; (b) meant to have been consolidated, reduced or eliminated in accordance with Supplier’s
obligations in the Agreement; (c) expended in performing Overhead Functions; (d) excluded in the Agreement from the count of Actual RUs; or (e) re-performed due to Supplier’s failure to
perform the applicable Services in accordance with the Agreement. 

  

	5.5	 Volume Fluctuations.  

 

	 	(a)	 The Parties have agreed that certain components of the Services may be subject to adjustment as a result of
increases or decreases in LS&Co. consumption of the Services. The components of the Services that are subject to such adjustment, the Resources (and definitions of the Resource Units) for each such component are as set forth in the applicable
Pricing Table. 

  

	 	(b)	 Supplier shall take all reasonable efforts to perform the Services despite such volume fluctuations, which
efforts may include cross-training the Supplier Staff with respect to the various functions comprising the Services so that Supplier can shift Supplier Staff in response to shifts in Actual RUs. Supplier acknowledges and agrees that Actual RUs may
fluctuate when compared against the applicable Resource Baseline, however, Supplier shall not be entitled to additional Charges or other compensation due to changes in Actual RUs except as set forth in Section 5.5(c) and
Section 5.6. 

  

	 	(c)	 If, with respect to a Resource (or other component of the Services), there is a material spike in the level of
demand related to that Resource (or other component of the Services) when viewed in light of all of the relevant facts and circumstances, including the historical seasonal demand related to that Resource (or other component of the Services), the
applicable Deadband, and such spike in demand could not have been reasonably anticipated by Supplier then Supplier may, to the extent that such spike materially impacts Supplier’s ability to deliver the applicable Services (or the component
thereof) during the period of the spike in the level of demand, notify the LS&Co. Global Lead for the applicable Service Category (“Spike Notice”). The Spike Notice shall include all details necessary or desirable to enable the
LS&Co. Global Lead for the applicable Service Category to understand the nature of the spike and its impact on the performance of the Services (including, number of FTEs performing the Services, level of productivity, historical and forecast
volumes for the applicable Services, seasonal variations to demand, historical and current performance trends with respect to the applicable Services, and such other information reasonably required by LS&Co.). Promptly after the receipt by
LS&Co. of a valid Spike Notice, the LS&Co. Global Lead for the applicable Service Category and the Supplier Global Lead for the applicable Service Category shall meet (in person or by telephone) to discuss potential solutions for mitigating
the impact of such spike (which resolution may include throttling LS&Co.’s demand for such Service, providing limited and time bounded relief to Service Levels or authorizing limited additional Charges to accommodate overtime or temporary
resources (if and to the extent that the facts and circumstances demonstrate that Supplier is 

  

			
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unable to address the demand without Supplier incurring material additional costs or increasing in a material manner the Supplier Staff beyond, in each case, that which is ordinarily used or
incurred by Supplier to provide the Services)). To the extent that the LS&Co. Global Lead for the applicable Service Category and the Supplier Global Lead for the applicable Service Category are able to agree on acceptable mitigating
arrangements such mitigating arrangements shall be documented in writing signed by both of them. Any such mitigating arrangements agreed to by the Parties shall only be effective for the limited duration of the spike in question, as agreed to by the
Parties, and shall not apply to future spikes (irrespective of the similarity or terms of mitigating arrangements agreed to by the LS&Co. Global Lead for the applicable Service Category and the Supplier Global Lead for the applicable Service
Category). LS&Co. shall have no responsibility for the costs and expenses related to any activities of Supplier that are undertaken to mitigate a spike unless such mitigation has been approved by LS&Co. in accordance with the requirements in
this Section 5.5(c). 

  

	 	(d)	 Supplier shall maintain a register of all Spike Notices submitted to LS&Co., which register shall contain a
copy of the Spike Notice, the minutes of any discussions between the applicable Global Lead and the agreed to disposition of each such Spike Notice (including a copy of the document signed by the applicable Global Leads). Such register shall be up-to-date and accessible by LS&Co., including the members of LS&Co.’s governance team and management team. Additionally, Supplier shall provide a report to the
LS&Co. Governance Executive on a monthly basis (to be provided by no later than the 10th business day of the month) detailing any Spike Notices that have been submitted in the prior month and all relevant information on each of the Spike
Notices. 

  

	5.6	 Ongoing Changes in FTEs. The increments that represent the workload of one FTE under a Resource (each,
an “FTE Increment”) and the actual Deadband for each Resource are set forth in the applicable Pricing Tables. If the Actual RUs for a Resource within a month falls within the Deadband then there shall be no adjustment to the Base
Workforce or the Monthly Workforce Charge. If, for any Resource, the Actual RUs for that Resource exceeds or falls below the Deadband by an FTE Increment or more and such change persists for a 90-day period,
or either Party expects such change to persists for a 90-day period (each such instance, a “Substantial Workforce Change”), then Supplier shall provide notice of such Substantial Workforce
Change to LS&Co. If: 

  

	 	(a)	 the Substantial Workforce Change results in an increase in the Actual RUs above the Deadband by more than the
applicable FTE Increment, then LS&Co. may elect to add additional FTEs to the Base Workforce to accommodate the Substantial Workforce Change, in which case Supplier shall be entitled to: (i) increase the Base Workforce by the number of FTEs
agreed to by the Parties, and if LS&Co. elects to accept such increase in the Base Workforce, Supplier shall implement such increase within 30 days (or such other period mutually agreed to by the Parties) of notice of LS&Co.’s election;
and (ii) increase, on and from the date that each such FTE is added, the Base Workforce Charge by the monthly Rate associated with the FTE or FTEs added to the Base Workforce (based on skills and experience of such FTE). If LS&Co. elects
not to increase the Base Workforce to accommodate the Substantial Workforce Change then Supplier may be entitled to relief from any applicable Service Level Failure pursuant to Section 8(g) of Exhibit 3; and

  

	 	(b)	 the Substantial Workforce Change results in a decrease in the Actual RUs below the Deadband by more than the
applicable FTE Increment, then Supplier shall decrease the number of FTEs in the Base Workforce to reflect such decrease in demand for the applicable Services and decrease, on and from the date that such FTE is removed, the Base Workforce Charge by
the monthly Rate associated with the FTE or FTEs removed from the Base Workforce (based on skills and experience of each such FTE). 

  

	5.7	 Completion of FTE Increments, Resource Definitions and Resource Baselines. As part of Supplier’s
responsibilities for Knowledge Acquisition, Supplier shall provide a detailed proposal setting out Supplier’s view of the Resources, Resource Baselines and FTE Increments that shall be used with respect to those Resources, Resource Baselines
and FTE Increments that are specified in an applicable Pricing Table as “TBD.” As part of any such proposal, Supplier shall provide an analysis of the application of the items in its proposal and such other information or materials as is
required by LS&Co. Any such proposal provided by Supplier shall not change the total Charges due to be paid by LS&Co. (that is, the underlying fundamental economics shall not change). Upon delivery of Supplier’s proposal the Parties
will work in good faith to agree to a final position for each Resource, Resource Baseline and FTE Increment addressed in Supplier’s proposal; provided that the Resources, Resource Baselines and FTE Increments shall not be applied without the
agreement of both Parties on final language pursuant to the Contract Change Process. 

  

			
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	5.8	 Conversion of Pricing to Consumption Pricing. At the request of LS&Co., Supplier shall prepare a
proposal to convert from the pricing set forth in this Section 5 to Consumption Pricing. As part of any such proposal, Supplier shall provide an analysis of the advantages and risks associated with any potential conversion
to such a pricing model. The pricing model proposed by Supplier shall: (a) reflect the productivity improvements set forth in the applicable Pricing Tables; (b) take into account the different Resource types that accomplish the same or a
substantially similar goal but have different underlying costs (e.g., electronic invoices cost less than paper invoices) and Supplier shall propose the Base Charges and ARC Rates and RRC Rates for each Resource type accordingly; (c) include ARC
Rates and RRC Rates that reflect unit rates on a banded basis where increasing volumes above a specified baseline will result in reducing unit rates and decreasing volumes will result in increasing unit rates in each subsequent band; (d) not
change the total Charges due to be paid by LS&Co. at the time of the transition to charging on the basis of Base Charges subject to ARCs and RRCs (that is, the underlying fundamental economics shall not change); provided that, for clarity, the
total Charges may change from month to month after that point in time to reflect changes in volume. No conversion to Consumption Pricing shall be effective without the agreement of both Parties. 

 

	6.	 PASS-THROUGH EXPENSES. 

 

	6.1	 General. All Pass-Through Expenses are identified on the applicable Pricing Table. Unless otherwise
expressly specified on the applicable Pricing Table, Supplier shall not charge LS&Co. any markup or fee in connection with any Pass-Through Expense. 

  

	6.2	 Services and Materials. With respect to services or materials paid for on a Pass-Through Expenses basis,
LS&Co. reserves the right to: (a) obtain such services or materials directly from a third party; (b) designate the third party who will provide such services or materials; except that in the event that Supplier has reasonable
objections (based on objective grounds) to such third party, the Parties shall work in good faith to resolve such objections; (c) designate the particular services or materials (e.g., equipment make and model) that Supplier will obtain, except
that in the event that Supplier has reasonable objections (based on objective grounds) that such services or materials will materially impact Supplier’s performance of the Services, the Parties shall work in good faith to resolve such
objections; (d) designate the terms for obtaining such services or materials (e.g., purchase or lease and one-off payment or payment over time); (e) reasonably require Supplier to identify and consider
multiple sources for such services or materials, or to conduct a competitive procurement; and (f) review and approve the Pass-Through Expense for such services or materials before entering into a contract for such services or materials.

  

	6.3	 Requirements for Pass-Through Expenses. All Pass-Through Expenses that are reimbursable by LS&Co. to
Supplier pursuant to this Section shall be (a) limited to those expenses that are reasonable, actual and documented (and all travel expenses shall be subject to LS&Co.’s travel policies); (b) itemized in the monthly invoice issued by
Supplier immediately following the fiscal month in which such Pass-Through Expenses were incurred and paid by Supplier with sufficient detail to permit LS&Co. to determine whether such Pass-Through Expenses comply with LS&Co.’s
requirements; and (c) accompanied, when requested by LS&Co., by copies of all applicable documentary evidence (such as copies of receipts). Supplier shall (i) review and validate any Pass-Through Expenses; (ii) identify any errors
or omissions in any Pass-Through Expenses; and (iii) communicate with the applicable vendor to correct any errors or omissions, resolve any questions or issues and obtain any applicable credit for LS&Co. Pass-Through Expenses incurred in
any currency other than U.S. dollars shall be converted to U.S. dollars at the foreign exchange rate published in the Wall Street Journal and in effect as of the date such expenses are incurred by Supplier. On a periodic basis Supplier shall
review the amounts paid for Pass-Through Expenses and the third parties used to provide the applicable services and materials to ensure that such: (1) services and materials continue to be provided at a competitive price given the then current
market prices for equivalent materials or services; and (2) third party (or third parties) is/are the most appropriate provider(s) of such materials or services in light of all of the facts and circumstances, including the amount of the
Pass-Through Expenses. 

  

	6.4	 Rebates. If Supplier receives a refund, credit, rebate, volume or other discount for goods, services or
expenses previously paid for by LS&Co. as part of a Pass-Through Expense, to the extent which such refund, credit, rebate, volume or other discount has not already been accounted for in Supplier’s pricing, Supplier shall promptly notify
LS&Co. of such refund, credit, rebate, volume or other discount and shall promptly pay the full amount of such refund, credit, rebate, volume or other discount, as the case maybe, to LS&Co. 

  

			
	LS&Co. – Exhibit 4 – Pricing	  	Page 9

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

	7.	 COST OF LIVING ADJUSTMENTS.

 The risk of cost-of-living increases
or variations in inflation rates have been included in the Charges. Accordingly, there shall be no periodic adjustments to the Charges during the Term and the Charges are not subject to adjustment to account for any inflation or cost-of-living increases. 
  

	8.	 CHARGEABLE PROJECT SUPPORT. 

 

	8.1	 Chargeable Project Support. Any time or resources that Supplier Staff expend on activities described in
Exhibit 2 shall not be billed to LS&Co. as Chargeable Project Support. The applicable Pricing Table sets forth certain labor rates for Productive Hours (the “Rates”) for Supplier Staff providing Services on a time and
materials basis as part of a Project, Change or New Service. Chargeable Project Support shall be performed on a fixed fee, time-and-materials or other basis, depending
on the nature of the Project and the pricing structure agreed upon by the Parties in the Work Order. No Charges for Chargeable Project Support or expenses shall be payable by LS&Co. under a Work Order unless expressly agreed upon by LS&Co.
pursuant to such Work Order. No work shall be commenced by Supplier on a Project prior to receipt of LS&Co.’s approval for such Project, by LS&Co. executing and delivering to Supplier the Work Order. LS&Co. shall approve in advance
the nature and extent of the Project Services to be provided by Supplier and the level of effort to be expended by Supplier Staff in connection therewith, and may, in its reasonable discretion, increase or decrease such Services and/or effort on a
monthly basis. 

  

	8.2	 Estimates. For each Project, Supplier shall, at its cost, provide LS&Co. with an estimate of the
Charges for approval by LS&Co. prior to work commencing on that Project. Such estimate shall take into account: (a) LS&Co.’s requirements regarding the qualifications of the Supplier Staff to be used and the location of those
Supplier Staff; (b) the applicable Rate for the required Supplier Staff; (c) Supplier’s view of the likely effort required to complete the Project; and (d) the onshore/offshore mix for the Project. Supplier shall not charge
LS&Co. more than any estimate given for the Project, without first obtaining LS&Co.’s consent. Unless otherwise requested by LS&Co., Supplier shall provide a firm and fixed estimate of the Charges (“Fixed Fee”).

  

	8.3	 Payment-Based Milestones. The Parties shall specify the Payment-Based Milestones for the Project in the
Work Order. The Payment-Based Milestones shall be associated with defined deliverables that align with completion of specified phases of the Project or interim deliverables for the Project that are measurable and acceptable to LS&Co. The
Payment-Based Milestones shall be included as part of the Project upon the Parties agreement to the Work Order. If Supplier fails to achieve any Payment Based Milestone by the date specified for that Payment Based Milestone, LS&Co. shall not be
required to pay any portion of the Charges associated with the Payment Based Milestone (“Milestone Amount”) unless and until the completion of that Payment Based Milestone is approved by LS&Co. The Parties agree that the
Milestone Amount shall reflect the accrued but not yet invoiced Charges that Supplier has incurred in performing the Project in relation to the related Payment Based Milestone. After any given Payment Based Milestone has been achieved by Supplier,
and completion of that Payment Based Milestone has been approved by LS&Co., Supplier may invoice LS&Co. for the Milestone Amount specifically related to such Payment Based Milestone. Supplier shall not invoice LS&Co. for any amounts
other than the Milestone Amount. 

  

	8.4	 Fixed Fee. If LS&Co. elects to accept a Fixed Fee for a Work Order then the agreed Fixed Fee shall
apply upon execution of that Work Order and Supplier shall perform the Services in the applicable Work Order for the Fixed Fee, subject to any amendment to that Fixed Fee agreed to by the Parties in accordance with the Contract Change Process. A
Fixed Fee shall not be adjusted based on the actual Productive Hours expended by Supplier Staff in the performance of the Project. Unless otherwise agreed to by the Parties in the Work Order, Supplier shall invoice the Fixed Charges upon achievement
of each applicable Payment Based Milestone. For the avoidance of doubt, Supplier must complete the Services and provide the deliverables specified in the applicable Work Order (excluding any changes requested by LS&Co. and agreed to through the
Change Control Procedures) without invoicing LS&Co. for more than the specified Fixed Fee, even if Supplier incorrectly estimated the resources or level of effort required to perform such Services or provide such Deliverable.

  

			
	LS&Co. – Exhibit 4 – Pricing	  	Page 10

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

	8.5	 Time and Materials Charges. For a Project completed on a time and materials basis, Supplier shall
measure, track and report Productive Hours by Supplier Staff on a monthly basis. Supplier shall: (a) only charge for the Productive Hours spent by the Supplier Staff in performing the Project and (b) not charge for Supplier Staff unless
the use of such Supplier Staff has been approved in advance by LS&Co. Where no Payment-Based Milestones are specified for a Project completed on a time and materials basis, the 

Charges in each month shall be the sum of the amounts calculated by multiplying, for each member of the Supplier Staff assigned to the Project
who has been providing Services, the applicable Rate for that member of the Supplier Staff by the number of Productive Hours worked by that member of the Supplier Staff in support of Project during the month. 

 

	8.6	 Termination of a Work Order. If LS&Co. terminates a Work Order for convenience and that Work Order
includes Payment-Based Milestones, LS&Co. shall pay to Supplier: (a) any amount earned by Supplier for Payment-Based Milestones completed and accepted prior to the effective date of termination; (b) a pro rata portion of the actual
effort expended on any milestones or deliverables in progress (to the extent Supplier has not performed a milestone or deliverable in advance of the schedule set forth in the applicable Work Order); and (c) amounts for tools, hardware, pre-paid software and other infrastructure acquired by Supplier on behalf of LS&Co. and for which Supplier has not been reimbursed by LS&Co.; as such tools, hardware,
pre-paid software and other infrastructure is specifically detailed in the Work Order; provided however that such expenses shall be reduced to the extent LS&Co. or its designees assume such financial
obligations; and provided further that, Supplier uses all reasonable efforts to reuse, redeploy or return such tools, hardware, pre-paid software and other infrastructure. 

 

	8.7	 Volume Discount. Supplier shall provide a tiered volume rebate based on the aggregate amount of
LS&Co.’s committed spend for Projects (excluding any discount) during each Contract Year (“Project Spend”). No later than 30 days after the end of each Contract Year, Supplier shall pay to LS&Co. an amount equal to the
appropriate Project Spend tier for the Contract Year set forth below multiplied by the corresponding volume rebate percentage set forth below. 

  

					
	Project Spend	  	 Volume Rebate Percentage

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

 For the purposes of clarity, LS&Co. shall only be entitled to a discount of [****]* in a Contract
Year if the amount of LS&Co.’s committed Project Spend exceeds $[****]*. 

  

			
	LS&Co. – Exhibit 4 – Pricing	  	Page 11

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

 MASTER SERVICES AGREEMENT* 

By and Between 
 Levi
Strauss & Co. 
 And 

Wipro Limited 

November 7, 2014 

Exhibit 4 
 Pricing
Tables 
 Attachment 4.1.1 

Human Resources 
  

	*	 Certain information in this exhibit has been omitted and filed separately with the Securities and Exchange
Commission. Confidential treatment has been requested with respect to the omitted portions marked with [****]*. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

 Exhibit 4.1- Pricing Tables - Human Resources 

LSA Pricing Exhibit 
 A) Annual Productivity Gains

  

																					
	 Activities:
	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Employee Relations
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Leave Management
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Recruitment
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Offboarding
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Benefits Administration
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Employee Data Management / HRIS
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 

 B) Pricing Table - Cost Per Hour FTE 
  

													
	 Activities:
	  	On shore	 	  	Offshore	 	  	Nearshore	 
	 Employee Relations
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Leave Management
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Recruitment
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Offboarding
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Benefits Administration
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Employee Data Management / HRIS
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 

 C) Productive Hours 
  

					
	 Productive Hours
	  	 	[****]*	 

 D) Personnel Projection Matrix (including annual productivity gain) 

 

																							
	 Activities
	  	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Employee Relations
	  	On shore
 Offshore
 Nearshore
	  	 

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

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

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

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

	[****]*
[****]*
[****]*	 
 
 
	 Leave Management
	  	On shore
 Offshore
 Nearshore
	  	 

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

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

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

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

	[****]*
[****]*
[****]*	 
 
 
	 Recruitment
	  	On shore
 Offshore
 Nearshore
	  	 

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

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

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

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

	[****]*
[****]*
[****]*	 
 
 
	 Offboarding
	  	On shore
 Offshore
 Nearshore
	  	 

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

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

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

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

	[****]*
[****]*
[****]*	 
 
 
	 Benefits Administration
	  	On shore
 Offshore
 Nearshore
	  	 

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

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

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

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

	[****]*
[****]*
[****]*	 
 
 
	 Employee Data Management / HRIS
	  	On shore
 Offshore
 Nearshore
	  	 

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

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

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

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

	[****]*
[****]*
[****]*	 
 
 
		  		  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 
		  	Total FTE Per Year	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

 E) Pass Through Expenses 

 

																																									
	 	 	  	Baseline Volume:	 	  	 	 
											
	 	  	Year
1	 	  	Year
2	 	  	Year
3	 	  	Year
4	 	  	Year
5	 	  	Year
1	 	  	Year
2	 	  	Year
3	 	  	Year
4	 	  	Year
5	 
	 Mailroom & Scanning - Solution to be defined
	  				  				  				  				  				  	 	TBD	 	  	 	TBD	 	  	 	TBD	 	  	 	TBD	 	  	 	TBD	 
	 Outbound Calls & Call Forwarding - Solution to be defined
	  				  				  				  				  				  	 	TBD	 	  	 	TBD	 	  	 	TBD	 	  	 	TBD	 	  	 	TBD	 
		  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  				  				  				  				  			
	 Total Pass Through Cost Per Year
	  	$	—	 	  	$	—	 	  	$	—	 	  	$	—	 	  	$	—	 	  				  				  				  				  			

 F) Overall Cost: Total FTE and Pass Through Costs Per year 

 

																					
	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Total On-going + Pass Through Cost Per
Year
	  	$	[****]*	 	  	$	[****]*	 	  	$	[****]*	 	  	$	[****]*	 	  	$	[****]*	 
		  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 

 CONFIDENTIAL TREATMENT REQUESTED 

G) FTE Increment 
  

									
	 Activities:
	  	Volume
Per
FTE	 	  	Unit of
Measurement	 
	 Employee Relations
	  	 	TBD	 	  	 	TBD	 
	 Leave Management
	  	 	TBD	 	  	 	TBD	 
	 Recruitment
	  	 	TBD	 	  	 	TBD	 
	 Offboarding
	  	 	TBD	 	  	 	TBD	 
	 Benefits Administration
	  	 	TBD	 	  	 	TBD	 
	 Employee Data Management / HRIS
	  	 	TBD	 	  	 	TBD	 

 H) Annual Volume 
  

							
	 Activities:
	  	Annual
Volume	 	  	 Units of Measurement

	 Employee Relations
	  	 	[****]*	 	  	ER Cases
	 Leave Management
	  	 	[****]*	 	  	Number of leaves
	 Recruitment
	  	 	[****]*	 	  	Number of offers generated
	 Offboarding
	  	 	[****]*	 	  	Number of terminations entered in the system
	 Benefits Administration
	  	 	[****]*	 	  	Number of benefits updates done
	 Employee Data Management / HRIS
	  	 	[****]*	 	  	Number of employee data updates done

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

 Exhibit 4.1- Pricing Tables - Human Resources 

LSE Pricing Exhibit 
 A) Annual Productivity Gains

  

																					
	 Activities:
	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Employee Relations
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Leave Management
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Recruitment
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Offboarding
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Benefits Administration
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Compensation Administration
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Performance Management
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Employee Data Management / HRIS
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 

 B) Pricing Table - Cost Per Hour FTE 
  

													
	 Activities:
	  	On shore	 	  	Offshore	 	  	Nearshore	 
	 Employee Relations
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Leave Management
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Recruitment
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Offboarding
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Benefits Administration
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Compensation Administration
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Performance Management
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Employee Data Management / HRIS
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 

 C) Productive Hours 
  

					
	 Productive Hours
	  	 	[****]*	 

 D) Personnel Projection Matrix (including annual productivity gain) 

 

																							
	 Activities
	  	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Employee Relations
	  	On shore
Offshore
Nearshore	  	 

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

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

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

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

	[****]*
[****]*
[****]*	 
 
 
	 Leave Management
	  	On shore
Offshore
Nearshore	  	 

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

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

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

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

	[****]*
[****]*
[****]*	 
 
 
	 Recruitment
	  	On shore
Offshore
Nearshore	  	 

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

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

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

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

	[****]*
[****]*
[****]*	 
 
 
	 Offboarding
	  	On shore
Offshore
Nearshore	  	 

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

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

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

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

	[****]*
[****]*
[****]*	 
 
 
	 Benefits Administration
	  	On shore
Offshore
Nearshore	  	 

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

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

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

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

	[****]*
[****]*
[****]*	 
 
 
	 Compensation Administration
	  	On shore	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
		  	Offshore
Nearshore	  	 
	[****]*
[****]*	 
 	  	 
	[****]*
[****]*	 
 	  	 
	[****]*
[****]*	 
 	  	 
	[****]*
[****]*	 
 	  	 
	[****]*
[****]*	 
 
	 Performance Management
	  	On shore
Offshore
Nearshore	  	 

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

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

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

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

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

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

																							
	 Activities
	  	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Employee Data Management / HRIS
	  	On shore
 Offshore
 Nearshore
	  	 

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

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

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

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

	[****]*
[****]*
[****]*	 
 
 
		  		  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 
		  	Total FTE Per Year	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 

 E) Pass Through Expenses 
  

																																									
	 	  	 	 	  	 	 	  	 	 	  	 	 	  	 	 	  	Baseline Volume:	 
											
	 	  	Year
1	 	  	Year
2	 	  	Year
3	 	  	Year
4	 	  	Year
5	 	  	Year
1	 	  	Year
2	 	  	Year
3	 	  	Year
4	 	  	Year
5	 
	 Mailroom & Scanning - Solution to be defined
	  				  				  				  				  				  	 	TBD	 	  	 	TBD	 	  	 	TBD	 	  	 	TBD	 	  	 	TBD	 
	 Outbound Calls & Call Forwarding - Solution to be defined
	  				  				  				  				  				  	 	TBD	 	  	 	TBD	 	  	 	TBD	 	  	 	TBD	 	  	 	TBD	 
	 Total Pass Through Cost Per Year
	  	$	—  	 	  	$	—  	 	  	$	—  	 	  	$	—  	 	  	$	—  	 	  				  				  				  				  			

 F) Overall Cost: Total FTE and Pass Through Costs Per year 

 

																					
	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Total On-going + Pass Through Cost Per
Year
	  	$	[****]	 	  	$	[****]	 	  	$	[****]	 	  	$	[****]	 	  	$	[****]	 
		  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 

 G) FTE Increment 
  

									
	 Activities:
	  	Volume Per FTE	 	  	Unit of Measurement	 
	 Employee Relations
	  	 	TBD	 	  	 	TBD	 
	 Leave Management
	  	 	TBD	 	  	 	TBD	 
	 Recruitment
	  	 	TBD	 	  	 	TBD	 
	 Offboarding
	  	 	TBD	 	  	 	TBD	 
	 Benefits Administration
	  	 	TBD	 	  	 	TBD	 
	 Compensation Administration
	  	 	TBD	 	  	 	TBD	 
	 Performance Management
	  	 	TBD	 	  	 	TBD	 
	 Employee Data Management / HRIS
	  	 	TBD	 	  	 	TBD	 

 H) Annual Volume 
  

							
	 Activities:
	  	Annual
Volume	 	  	Units of Measurement
	 Employee Relations
	  	 	TBD	 	  	ER Cases
	 Leave Management
	  	 	TBD	 	  	Number of leaves
	 Recruitment
	  	 	TBD	 	  	Number of offers generated
	 Offboarding
	  	 	TBD	 	  	Number of terminations entered in the system
	 Benefits Administration
	  	 	TBD	 	  	Number of benefits updates done
	 Compensation Administration
	  	 	TBD	 	  	Compensation data updates
	 Performance Management
	  	 	TBD	 	  	Performance Management Data Updates
	 Employee Data Management / HRIS
	  	 	TBD	 	  	Number of employee data updates done

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

 Exhibit 4.1- Pricing Tables - Human Resources 

AMA Pricing Exhibit 
 A) Annual Productivity Gains

  

																					
	 Activities:
	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Employee Relations
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Leave Management
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Recruitment
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Offboarding
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Benefits Administration
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Compensation Administration
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Performance Management
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Employee Data Management / HRIS
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	

 B) Pricing Table - Cost Per Hour FTE 
  

													
	 Activities:
	  	On shore	 	  	Offshore	 	  	Nearshore	 
	 Employee Relations
	  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Leave Management
	  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Recruitment
	  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Offboarding
	  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Benefits Administration
	  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Compensation Administration
	  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Performance Management
	  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Employee Data Management / HRIS
	  	 	[****]*		  	 	[****]*		  	 	[****]*	

 C) Productive Hours 
  

					
	 Productive Hours
	  	 	[****]*	

 D) Personnel Projection Matrix (including annual productivity gain) 

 

																							
	 Activities
	  	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Employee Relations
	  	On shore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Offshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Nearshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Leave Management
	  	On shore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Offshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Nearshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Recruitment
	  	On shore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Offshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Nearshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Offboarding
	  	On shore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Offshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Nearshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Benefits Administration
	  	On shore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Offshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Nearshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	Compensation Administration	  	On shore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Offshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Nearshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	Performance Management	  	On shore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Offshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Nearshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

																							
	 Activities
	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Employee Data Management / HRIS
	  	On shore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Offshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Nearshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  		  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 
		  	Total FTE Per Year	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	

 E) Pass Through Expenses 
  

																																									
	 	  	 	 	  	 	 	  	 	 	  	 	 	  	 	 	  	Baseline Volume:	 
											
	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Mailroom & Scanning—Solution to be defined
	  				  				  				  				  				  	 	TBD	 	  	 	TBD	 	  	 	TBD	 	  	 	TBD	 	  	 	TBD	 
	 Outbound Calls & Call Forwarding—Solution to be defined
	  				  				  				  				  				  	 	TBD	 	  	 	TBD	 	  	 	TBD	 	  	 	TBD	 	  	 	TBD	 
		  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  				  				  				  				  			
	 Total Pass Through Cost Per Year
	  	$	—	 	  	$	—	 	  	$	—	 	  	$	—	 	  	$	—	 	  				  				  				  				  			

 F) Overall Cost: Total FTE and Pass Through Costs Per year 

 

																					
	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Total On-going + Pass Through Cost Per
Year
	  	 	[****] *		  	 	[****] *		  	 	[****] *		  	 	[****] *		  	 	[****] *	
		  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 

 G) FTE Increment 
  

					
	 Activities:
	  	Volume Per FTE	  	Unit of Measurement
	 Employee Relations
	  	TBD	  	TBD
	 Leave Management
	  	TBD	  	TBD
	 Recruitment
	  	TBD	  	TBD
	 Offboarding
	  	TBD	  	TBD
	 Benefits Administration
	  	TBD	  	TBD
	 Compensation Administration
	  	TBD	  	TBD
	 Performance Management
	  	TBD	  	TBD
	 Employee Data Management / HRIS
	  	TBD	  	TBD

 H) Annual Volume 
  

							
	 Activities:
	  	Annual Volume	 	  	Units of Measurement
	 Employee Relations
	  	 	[****]*		  	ER Cases
	 Leave Management
	  	 	TBD	 	  	Number of leaves
	 Recruitment
	  	 	[****]*		  	Number of offers generated
	 Offboarding
	  	 	[****]*		  	Number of terminations entered in the system
	 Benefits Administration
	  	 	TBD	 	  	Number of benefits updates done
	 Compensation Administration
	  	 	TBD	 	  	Compensation data updates
	 Performance Management
	  	 	TBD	 	  	Performance Management Data Updates
	 Employee Data Management / HRIS
	  	 	TBD	 	  	Number of employee data updates done

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

 Exhibit 4.1- Pricing Tables - Human Resources 

Volume Details 
 A) Employee Relations 

 

																													
	 	  	 	  	 	  	 	  	 	  	 	  	 	  	 	  	 	  	 	  	 	  	 	  	 	  	 	  	 Annualized

	 	  	 JAN
	  	 FEB
	  	 MAR
	  	 APR
	  	 MAY
	  	 JUN
	  	 JUL
	  	 AUG
	  	 SEP
	  	 OCT
	  	 NOV
	  	 DEC
	  	 Total
	  	 
	 LSA
	  	[****]*	  	[****]*	  	[****]*	  	[****]*	  	[****]*	  	[****]*	  	[****]*	  	[****]*	  	[****]*	  	[****]*	  	[****]*	  	[****]*	  	[****]*	  	
	 LSE
	  	TBD	  		  		  		  		  		  		  		  		  		  		  		  		  	
	 AMA
	  	Monthly volumes TBD	  		  		  		  		  		  		  		  		  	[****]*	  	

 B) Leave Management 
  

																													
	 	  	 JAN
	  	 FEB
	  	 MAR
	  	 APR
	  	 MAY
	  	 JUN
	  	 JUL
	  	 AUG
	  	 SEP
	  	 OCT
	  	 NOV
	  	 DEC
	  	 Total
	  	 
	 LSA
	  	[****]*	  	[****]*	  	[****]*	  	[****]*	  	[****]*	  	[****]*	  	[****]*	  	[****]*	  	            	  	            	  	            	  	            	  	[****]*	  	[****]*
	 LSE
	  	TBD	  		  		  		  		  		  		  		  		  		  		  		  		  	
	 AMA
	  	TBD	  		  		  		  		  		  		  		  		  		  		  		  		  	

 C) Recruitment 
  

																											
	 	  	 JAN
	  	 FEB
	  	 MAR
	  	 APR
	  	 MAY
	  	 JUN
	  	 JUL
	  	 AUG
	  	 SEP
	  	 OCT
	  	 NOV
	  	 DEC
	  	 Total

	 LSA
	  	[****]*	  	[****]*	  	[****]*	  	[****]*	  	[****]*	  	[****]*	  	[****]*	  	[****]*	  	[****]*	  	[****]*	  	[****]*	  	[****]*	  	[****]*
	 LSE
	  	TBD	  		  		  		  		  		  		  		  		  		  		  		  	
	 AMA
	  	Monthly volumes TBD	  		  		  		  		  		  		  		  		  	[****]*

 D) Offboarding 
  

																											
	 	  	 JAN
	  	 FEB
	  	 MAR
	  	 APR
	  	 MAY
	  	 JUN
	  	 JUL
	  	 AUG
	  	 SEP
	  	 OCT
	  	 NOV
	  	 DEC
	  	 Total

	 LSA
	  	TBD	  		  		  		  		  		  		  		  		  		  		  		  	
	 LSE
	  	TBD	  		  		  		  		  		  		  		  		  		  		  		  	
	 AMA
	  	Monthly volumes TBD	  		  		  		  		  		  		  		  		  	[****]*

 E) Benefits Administration 
  

																											
	 	  	 JAN
	  	 FEB
	  	 MAR
	  	 APR
	  	 MAY
	  	 JUN
	  	 JUL
	  	 AUG
	  	 SEP
	  	 OCT
	  	 NOV
	  	 DEC
	  	 Total

	 LSA
	  	[****]*	  	[****]*	  	[****]*	  	[****]*	  	[****]*	  	[****]*	  	[****]*	  	[****]*	  	[****]*	  	[****]*	  	[****]*	  	[****]*	  	[****]*
	 LSE
	  	TBD	  		  		  		  		  		  		  		  		  		  		  		  	
	 AMA
	  	TBD	  		  		  		  		  		  		  		  		  		  		  		  	

 F) Compensation Administration 
  

																											
	 	  	 JAN
	  	 FEB
	  	 MAR
	  	 APR
	  	 MAY
	  	 JUN
	  	 JUL
	  	 AUG
	  	 SEP
	  	 OCT
	  	 NOV
	  	 DEC
	  	 Total

	 LSA
	  	TBD	  		  		  		  		  		  		  		  		  		  		  		  	
	 LSE
	  	TBD	  		  		  		  		  		  		  		  		  		  		  		  	
	 AMA
	  	TBD	  		  		  		  		  		  		  		  		  		  		  		  	

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

 G) Performance Management 

 

																											
	 	  	 JAN
	  	 FEB
	  	 MAR
	  	 APR
	  	 MAY
	  	 JUN
	  	 JUL
	  	 AUG
	  	 SEP
	  	 OCT
	  	 NOV
	  	 DEC
	  	 Total

	 LSA
	  	 TBD
	  		  		  		  		  		  		  		  		  		  		  		  	
	 LSE
	  	 TBD

	 AMA
	  	 TBD
	  	

 H) Employee Data Management / HRIS 
  

																											
	 	  	 JAN
	  	 FEB
	  	 MAR
	  	 APR
	  	 MAY
	  	 JUN
	  	 JUL
	  	 AUG
	  	 SEP
	  	 OCT
	  	 NOV
	  	 DEC
	  	 Total

	 LSA
	  	 TBD
	  		  		  		  		  		  		  		  		  		  		  		  	
	 LSE
	  	 TBD

	 AMA
	  	 TBD
	  	

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

 Exhibit 4.1- Pricing Tables - Human Resources 

HR Portal and Knowledge Base 
 HR Portal 

 

											
	 Implementation
	  	$	 	 	  	 	[****]*		  	
	 Maintenance
	  	$	 /year	 	  	 	[****]*		  	
	 Optional Services
	  	$	 /day	 	  	 	[****]*		  	Subject to scope

 Knowledge Base 
  

									
	 Implementation
	  	$	  	 	[****]*		  	 Includes:
 - 1 x Access points (includes up
to [****]* categories)
 - Correspondence management (Includes basic contact form): (Limited to single inbox)

- Responsive design with [****]* break point
 - Rating
system
 - Feedback system
 - Search ahead

- [****]* training session

	 License Fees
	  	$ / year	  	 	[****]*		  	Based on [****]* employees
	 Access points per group
	  	$ / year	  	 	[****]*		  	Based on one access point
	 Administrator License Fees
	  	$ / year	  	 	[****]*		  	Based on [****]* agents
	 Web chat
	  	$ / year	  	 	[****]*		  	Based on up to [****]* agents
	 Maintenance fees
	  	$ / year	  	 	[****]*		  	
	 Optional services
	  		  				  	
	 Additional access point / brand
	  	$	  	 	[****]*		  	Includes up to [****]* brand categories/brand
	 XML feeds
	  	$	  	 	[****]*		  	Depending on requirements
	 Additional inboxes
	  	$	  	 	[****]*		  	Depending on number
	 Additional content categories
	  	$	  	 	[****]*		  	Depending on number
	 Promotion engine for 4 adverts
	  	$	  	 	[****]*		  	Either banners, or textual ads, or combination of both
	 Additional languages
	  		  				  	
	 Build fees
	  	$ / language	  	 	[****]*		  	
	 License fees
	  	$ / language / year	  	 	[****]*		  	
	 Additional training fees
	  	$ / day	  	 	[****]*		  	
	 Integration into 3rd party system
	  	$ / day	  	 	[****]*		  	Subject to scoping
	 Consultancy fees
	  	$ / day	  	 	[****]*		  	
	 Additional licence
	  	$ / user	  	 	[****]*		  	For users over [****]* employees

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 
  

MASTER SERVICES AGREEMENT* 

By and Between 
 Levi
Strauss & Co. 
 And 

Wipro Limited 

November 7, 2014 

Exhibit 4 
 Pricing
Tables 
 Attachment 4.1.2 

Finance Services 
  

	*	 Certain information in this exhibit has been omitted and filed separately with the Securities and Exchange
Commission. Confidential treatment has been requested with respect to the omitted portions marked with [****]*. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 
 Attachment 4.1.2 - Pricing Tables - Finance Services 

LSA Pricing Exhibit 
 A) Annual Productivity Gains

  

																					
	 Activities:
	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Accounts Payable
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Travel & Expense Processing
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Payroll
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Accounts Receivable
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 General Accounting
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Inventory Accounting
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Treasury Transactions
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Internal Reporting
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Procurement Enablement
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Technology and Master Data
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	

 B) Pricing Table - Cost Per Hour FTE 
  

													
	 Activities:
	  	On shore	 	  	Offshore	 	  	Nearshore	 
	 Accounts Payable
	  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Travel & Expense Processing
	  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Payroll
	  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Accounts Receivable
	  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 General Accounting
	  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Inventory Accounting
	  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Treasury Transactions
	  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Internal Reporting
	  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Procurement Enablement
	  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Technology and Master Data
	  	 	[****]*		  	 	[****]*		  	 	[****]*	

 C) Productive Hours 
  

					
	 Productive Hours
	  	 	[****]*	

 D) Personnel Projection Matrix (including annual productivity gain) 

 

																							
	 Activities
	  	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Accounts Payable
	  	On shore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Offshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Nearshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Travel & Expense Processing
	  	On shore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Offshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Nearshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Payroll
	  	On shore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Offshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Nearshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Accounts Receivable
	  	On shore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Offshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Nearshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 General Accounting
	  	On shore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Offshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Nearshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 
  

																							
	 Activities
	  	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Inventory Accounting
	  	On shore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Offshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Nearshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Treasury Transactions
	  	On shore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Offshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Nearshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Internal Reporting
	  	On shore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Offshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Nearshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Procurement Enablement
	  	On shore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Offshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Nearshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Technology and Master Data
	  	On shore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Offshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Nearshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  		  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 
		  	Total FTE Per Year	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	

 E) Pass Through Expenses 
  

																																									
	 	  	 	 	  	 	 	  	 	 	  	 	 	  	 	 	  	Baseline Volume:	 
											
	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Mailroom & Scanning - Solution to be defined
	  				  				  				  				  				  	 	TBD	 	  	 	TBD	 	  	 	TBD	 	  	 	TBD	 	  	 	TBD	 
	 Outbound Calls & Call Forwarding - Solution to be defined
	  				  				  				  				  				  	 	TBD	 	  	 	TBD	 	  	 	TBD	 	  	 	TBD	 	  	 	TBD	 
		  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  				  				  				  				  			
	 Total Pass Through Cost Per Year
	  	$	—  		  	$	—  		  	$	—  		  	$	—  		  	$	—  		  				  				  				  				  			

 F) Overall Cost: Total FTE and Pass Through Costs Per year 

 

																					
	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Total On-going + Pass Through Cost Per
Year
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 
 G) FTE Increment 

 

					
	 Activities:
	  	Volume Per FTE	  	Unit of Measurement
	 Accounts Payable
	  	TBD	  	TBD
	 Travel & Expense Processing
	  	TBD	  	TBD
	 Payroll
	  	TBD	  	TBD
	 Accounts Receivable
	  	TBD	  	TBD
	 General Accounting
	  	TBD	  	TBD
	 Inventory Accounting
	  	TBD	  	TBD
	 Treasury Transactions
	  	TBD	  	TBD
	 Internal Reporting
	  	TBD	  	TBD
	 Procurement Enablement
	  	TBD	  	TBD
	 Technology and Master Data
	  	TBD	  	TBD

 H) Annual Volume 
  

							
	 Activities:
	 	Annual Volume	 	  	 Units of Measurement

	 Accounts Payable
	 	 	[****]*		  	Total invoice processing + Trade Payables + invoice payment. TBC during TA/KA
	 Travel & Expense Processing
	 	 	[****]*		  	Touched expense reports [****]*. Excludes automatic. TBC during TA/KA
	 Payroll
	 	 	[****]*		  	Number of employees supported (salaried + Hourly) excluding holiday hires. TBC during TA/KA
	 Accounts Receivable
	 	 	[****]*		  	Payments Received ([****]* only, others tbc during TA/KA)
	 General Accounting
	 	 	TBD             	 	  	TBD
	 Inventory Accounting
	 	 	TBD             	 	  	TBD
	 Treasury Transactions
	 	 	TBD             	 	  	TBD
	 Internal Reporting
	 	 	TBD             	 	  	TBD
	 Procurement Enablement
	 	 	[****]*		  	Number of POs created ([****]* only, others tbc during TA/KA)
	 Technology and Master Data
	 	 	[****]*		  	VMD requests in [****]* only. TBC during TA/KA

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 
 Attachment 4.1.2 - Pricing Tables - Finance Services 

LSE Pricing Exhibit 
 A) Annual Productivity Gains

  

																					
	 Activities:
	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Accounts Payable
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Travel & Expense Processing
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Payroll
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Accounts Receivable
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 General Accounting
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Inventory Accounting
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Treasury Transactions
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Internal Reporting
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Procurement Enablement
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Technology and Master Data
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	

 B) Pricing Table - Cost Per Hour FTE 
  

													
	 Activities:
	  	On shore	 	  	Offshore	 	  	Nearshore	 
	 Accounts Payable
	  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Travel & Expense Processing
	  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Payroll
	  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Accounts Receivable
	  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 General Accounting
	  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Inventory Accounting
	  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Treasury Transactions
	  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Internal Reporting
	  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Procurement Enablement
	  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Technology and Master Data
	  	 	[****]*		  	 	[****]*		  	 	[****]*	

 C) Productive Hours 
  

					
	 Productive Hours
	  	 	[****]*	

 D) Personnel Projection Matrix (including annual productivity gain) 

 

																							
	 Activities
	  	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Accounts Payable
	  	On shore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Offshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Nearshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Travel & Expense Processing
	  	On shore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Offshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Nearshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Payroll
	  	On shore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Offshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Nearshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Accounts Receivable
	  	On shore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Offshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Nearshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 General Accounting
	  	On shore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Offshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Nearshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 
  

																							
	 Activities
	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Inventory Accounting
	  	On shore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Offshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Nearshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Treasury Transactions
	  	On shore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Offshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Nearshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Internal Reporting
	  	On shore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Offshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Nearshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Procurement Enablement
	  	On shore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Offshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Nearshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Technology and Master Data
	  	On shore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Offshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Nearshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  		  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 
		  	Total FTE Per Year	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	

 E) Pass Through Expenses 
  

																																									
	 	  	 	 	  	 	 	  	 	 	  	 	 	  	 	 	  	Baseline Volume:	 
											
	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Mailroom & Scanning - Solution to be defined
	  				  				  				  				  				  	 	TBD	 	  	 	TBD	 	  	 	TBD	 	  	 	TBD	 	  	 	TBD	 
	 Outbound Calls & Call Forwarding - Solution to be defined
	  				  				  				  				  				  	 	TBD	 	  	 	TBD	 	  	 	TBD	 	  	 	TBD	 	  	 	TBD	 
		  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  				  				  				  				  			
	 Total Pass Through Cost Per Year
	  	$	—  		  	$	—  		  	$	—  		  	$	—  		  	$	—  		  				  				  				  				  			

 F) Overall Cost: Total FTE and Pass Through Costs Per year 

 

																					
	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Total On-going + Pass Through Cost Per
Year
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 
 G) FTE Increment 

 

					
	 Activities:
	  	Volume Per FTE	  	Unit of Measurement
	 Accounts Payable
	  	TBD	  	TBD
	 Travel & Expense Processing
	  	TBD	  	TBD
	 Payroll
	  	TBD	  	TBD
	 Accounts Receivable
	  	TBD	  	TBD
	 General Accounting
	  	TBD	  	TBD
	 Inventory Accounting
	  	TBD	  	TBD
	 Treasury Transactions
	  	TBD	  	TBD
	 Internal Reporting
	  	TBD	  	TBD
	 Procurement Enablement
	  	TBD	  	TBD
	 Technology and Master Data
	  	TBD	  	TBD

 H) Annual Volume 
  

							
	 Activities:
	 	Annual Volume	 	  	 Units of Measurement

	 Accounts Payable
	 	 	[****]*		  	Total invoice processing + Trade Payables + invoice payment. TBC during TA/KA
	 Travel & Expense Processing
	 	 	[****]*		  	Touched expense reports. TBC during TA/KA
	 Payroll
	 	 	[****]*		  	Number of employees supported (to be confirmed during TA/KA)
	 Accounts Receivable
	 	 	[****]*		  	Payments Received (excludes other activities such as customer disputes, etc which has to be accounted for in TA/KA)
	 General Accounting
	 	 	TBD            	 	  	TBD
	 Inventory Accounting
	 	 	TBD            	 	  	TBD
	 Treasury Transactions
	 	 	TBD            	 	  	TBD
	 Internal Reporting
	 	 	TBD            	 	  	TBD
	 Procurement Enablement
	 	 	[****]*	 	  	Number of POs created. TBC during TA/KA
	 Technology and Master Data
	 	 	[****]*	 	  	VMD requests in [****]* only. TBC during TA/KA

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 
 Attachment 4.1.2 – Pricing Tables – Finance Services 

AMA Pricing Exhibit 
 A) Annual Productivity Gains

  

																					
	 Activities:
	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Accounts Payable
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Travel & Expense Processing
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Payroll
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Accounts Receivable
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 General Accounting
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Inventory Accounting
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Treasury Transactions
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Internal Reporting
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Procurement Enablement
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Technology and Master Data
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	

 B) Pricing Table – Cost Per Hour FTE 

 

													
	 Activities:
	  	On shore	 	  	Offshore	 	  	Nearshore	 
	 Accounts Payable
	  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Travel & Expense Processing
	  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Payroll
	  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Accounts Receivable
	  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 General Accounting
	  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Inventory Accounting
	  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Treasury Transactions
	  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Internal Reporting
	  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Procurement Enablement
	  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Technology and Master Data
	  	 	[****]*		  	 	[****]*		  	 	[****]*	

 C) Productive Hours 
  

					
	 Productive Hours
	  	 	[****]*	

 D) Personnel Projection Matrix (including annual productivity gain) 

 

																							
	 Activities
	  	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Accounts Payable
	  	On shore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Offshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Nearshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Travel & Expense Processing
	  	On shore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Offshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Nearshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Payroll
	  	On shore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Offshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Nearshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Accounts Receivable
	  	On shore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Offshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Nearshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 General Accounting
	  	On shore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Offshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Nearshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Inventory Accounting
	  	On shore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Offshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Nearshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

																									
	 Activities
	  	 	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Treasury Transactions
	  	 	On shore	 	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	 	Offshore	 	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	 	Nearshore	 	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Internal Reporting
	  	 	On shore	 	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	 	Offshore	 	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	 	Nearshore	 	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Procurement Enablement
	  	 	On shore	 	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	 	Offshore	 	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	 	Nearshore	 	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Technology and Master Data
	  	 	On shore	 	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	 	Offshore	 	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	 	Nearshore	 	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  				  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 
		  	 	Total FTE Per Year	 	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	

 E) Pass Through Expenses 
  

																																													
	 	  	 	 	  	 	 	  	 	 	  	 	 	  	 	 	  	 	 	  	Baseline Volume:	 
												
	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 	  	 	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Mailroom & Scanning – Solution to be defined
	  				  				  				  				  				  				  	 	TBD	 	  	 	TBD	 	  	 	TBD	 	  	 	TBD	 	  	 	TBD	 
	 Outbound Calls & Call Forwarding – Solution to be defined
	  				  				  				  				  				  				  	 	TBD	 	  	 	TBD	 	  	 	TBD	 	  	 	TBD	 	  	 	TBD	 
		  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  				  				  				  				  				  			
	 Total Pass Through Cost Per Year
	  	$	—		  	$	—		  	$	—		  	$	—		  	$	—		  				  				  				  				  				  			

 F) Overall Cost: Total FTE and Pass Through Costs Per year 

 

																					
	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Total On-going + Pass Through Cost Per
Year
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 
 G) FTE Increment 

 

					
	 Activities:
	  	Volume Per FTE	  	Unit of Measurement
	 Accounts Payable
	  	TBD	  	TBD
	 Travel & Expense Processing
	  	TBD	  	TBD
	 Payroll
	  	TBD	  	TBD
	 Accounts Receivable
	  	TBD	  	TBD
	 General Accounting
	  	TBD	  	TBD
	 Inventory Accounting
	  	TBD	  	TBD
	 Treasury Transactions
	  	TBD	  	TBD
	 Internal Reporting
	  	TBD	  	TBD
	 Procurement Enablement
	  	TBD	  	TBD
	 Technology and Master Data
	  	TBD	  	TBD

 H) Annual Volume 
  

							
	 Activities:
	 	Annual Volume	 	  	 Units of Measurement

	 Accounts Payable
	 	 	[****]*		  	Trade Payable + HSBC Payments + Quatrro Pos (annualized). TBC during TA/KA
	 Travel & Expense Processing
	 	 	[****]*		  	Touched expense reports.
	 Payroll
	 	 	[****]*		  	Number of employees supported (to be confirmed during TA/KA)
	 Accounts Receivable
	 	 	[****]*		  	Number of cash applications + AR invoicing. TBC during TA/KA
	 General Accounting
	 	 	TBD	 	  	Journals (extrapolated from 5 months data) + Volume from Quatrro. TBC during TA/KA
	 Inventory Accounting
	 	 	TBD	 	  	TBD
	 Treasury Transactions
	 	 	TBD	 	  	TBD
	 Internal Reporting
	 	 	TBD	 	  	TBD
	 Procurement Enablement
	 	 	[****]*		  	TBD
	 Technology and Master Data
	 	 	[****]*		  	Number of Master Data Requests (Quattro) – TBC during TA/KA

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 
 Attachment 4.1.2 - Pricing Tables - Finance Services 

Volume Details 
 A) Accounts Payable 

 

																																																									
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	Annualized	 
	 Invoice processing [****]*
	 	P01	 	 	P02	 	 	P03	 	 	P04	 	 	P05	 	 	P06	 	 	P07	 	 	P08	 	 	P09	 	 	P10	 	 	P11	 	 	P12	 	 	TOTAL	 	 	 	 
	 LSE* Posted Direct (direct debits, manual payments)
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 			
	 LSE* Posted ReadSoft
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 			
	 LSE* Rejected
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 			
		 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 			
	 LSE* TOTAL
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 			
		 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 			
	 LSA* Posted Direct (direct debits, manual payments)
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 			
	 LSA* Posted ReadSoft
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 			
	 LSA* Posted EDI (Direct Payables Retail LS US only)
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 			
	 LSA* Rejected
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 			
		 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 			
	 LSA* TOTAL
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 			
		 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 			
															
	 Accounts Payable Quattro

(Indirect payables- AMA* region)
	 	P01	 	 	P02	 	 	P03	 	 	P04	 	 	P05	 	 	P06	 	 	P07	 	 	P08	 	 	P09	 	 	P10	 	 	P11	 	 	P12	 	 	TOTAL	 	 	 	 
	 Non PO invoices
	 				 				 				 				 				 				 				 				 				 				 				 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 PO invoices
	 				 				 				 				 				 				 				 				 				 				 				 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Count of Invoice Escalated (0-2 days)
	 				 				 				 				 				 				 				 				 				 				 				 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Count of Invoice Escalated (3-4 days)
	 				 				 				 				 				 				 				 				 				 				 				 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Count of Invoice Escalated (> 5 days)
	 				 				 				 				 				 				 				 				 				 				 				 	 	[****]*		 	 	[****]*		 	 	[****]*	
															
	 Accounts Payable Trade

payables (Tradex EDI invoices

largely- LS&Co Singapore SSC)
	 	P01	 	 	P02	 	 	P03	 	 	P04	 	 	P05	 	 	P06	 	 	P07	 	 	P08	 	 	P09	 	 	P10	 	 	P11	 	 	P12	 	 	TOTAL
(per annum,
estimate from
RFP)	 	 	 	 
	 LSA
	 				 				 				 				 				 				 				 				 				 				 				 				 	 	[****]*		 			
		 				 				 				 				 				 				 				 				 				 				 				 				 	 

	(less Retail
Direct EDI
processed in
[****]*
separately
included in
the table above)	

 	 			
	 LSE
	 				 				 				 				 				 				 				 				 				 				 				 				 	 	[****]*		 			
	 AMA
	 				 				 				 				 				 				 				 				 				 				 				 				 	 	[****]*		 			
															
	 Accounts Payable Trade

payables (Manual

Invoices- Direct Payables)
	 	P01	 	 	P02	 	 	P03	 	 	P04	 	 	P05	 	 	P06	 	 	P07	 	 	P08	 	 	P09	 	 	P10	 	 	P11	 	 	P12	 	 	TOTAL	 	 	 	 
	 LSA
	 				 				 				 				 				 				 				 				 				 				 				 				 	 

	Included in
[****]* AP
volumes per
reporting pack	

 	 			
	 LSE
	 				 				 				 				 				 				 				 				 				 				 				 				 	 

	Included in
[****]* AP
volumes per
reporting pack	

 	 			
	 AMA
	 				 				 				 				 				 				 				 				 				 				 				 				 	 
	[****]* (per
RFP volumes)	
 	 	 	[****]*	
															
	 Invoice Payment
	 	P01	 	 	P02	 	 	P03	 	 	P04	 	 	P05	 	 	P06	 	 	P07	 	 	P08	 	 	P09	 	 	P10	 	 	P11	 	 	P12	 	 	TOTAL
/Simple Ave	 	 	 	 
	 LSE* Volume of Payments
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 			
	 LSE* Volume of Rejections
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 			
	 LSE* Euro ACH
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 			

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

																																																													
	 LSE* ACH
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	                	 	 	 	[****]*		 			
	 LSE* Int’l Wire
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 				 	 	[****]*		 			
	 LSUS* Volume of Payments
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 				 	 	[****]*		 			
	 LSUS* Volume of Rejections
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 				 	 	[****]*		 			
	 LSUS* Check
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 				 	 	[****]*		 			
	 LSUS* ACH
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 				 	 	[****]*		 			
	 LSUS* Int’l Wire
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 				 	 	[****]*		 			
	 LSUS* Dom Wire
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 				 	 	[****]*		 			
															
	Payments AMA-GS2	 	P01	 	 	P02	 	 	P03	 	 	P04	 	 	P05	 	 	P06	 	 	P07	 	 	P08	 	 	P09	 	 	P10	 	 	P11	 	 	P12	 	 	TOTAL	 	 	 	 
	HSBC Citibank Payments processed	 				 				 				 				 				 				 				 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 				 	 	[****]*		 	 	[****]*	

 B) Travel & Expense Processing 

 

																																																					
	 Total T&E Volumes
	 	P01	 	 	P02	 	 	P03	 	 	P04	 	 	P05	 	 	P06	 	 	P07	 	 	P08	 	 	P09	 	 	P10	 	 	P11	 	 	P12	 	 	Total	 
	 Touched
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	 
	 Automatic
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	 

  

																																																					
	 Touched T&E Reports
	 	P01	 	 	P02	 	 	P03	 	 	P04	 	 	P05	 	 	P06	 	 	P07	 	 	P08	 	 	P09	 	 	P10	 	 	P11	 	 	P12	 	 	Total	 
	 LSEMA
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	 
	 LSUS & LSC
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	 
	 APD
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	 
	 LSM
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	 

 C) Accounts Receivable 

 

																																																					
	 Accounts Receivable
	 	P01	 	 	P02	 	 	P03	 	 	P04	 	 	P05	 	 	P06	 	 	P07	 	 	P08	 	 	P09	 	 	P10	 	 	P11	 	 	P12	 	 	TOTAL	 
	 LSE Payments received
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	 
	 LSE Payments auto-cleared
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	 
	 LSE Payments manually cleared
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	 
	 LSE Payment Application Cycle Time
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	 
	 LSUS Payments received
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	 
	 LSUS Payments auto-cleared
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	 
	 LSUS Payments manually cleared
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	 
	 LSUS Payment Application Cycle Time
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	 

  

			              			              				              				              				              				              				              				              				              				              				              				              				              				              				              	
	 Cash Applications - AMA-GS2
	 	        	 	P01	 	 	P02	 	 	P03	 	 	P04	 	 	P05	 	 	P06	 	 	P07	 	 	P08	 	 	P09	 	 	P10	 	 	P11	 	 	P12	 	 	TOTAL	 	 	 	 
	 Cash Application
	 		 				 				 				 				 				 				 				 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	  
	 [****]*
	  
	 	 	[****]*	
																
	 Cash Applications -Quattro
	 	 	 	P01	 	 	P02	 	 	P03	 	 	P04	 	 	P05	 	 	P06	 	 	P07	 	 	P08	 	 	P09	 	 	P10	 	 	P11	 	 	P12	 	 	TOTAL	 	 	 	 
	 No. of Assignments
	 		 				 				 				 				 				 				 				 				 				 				 				 	 	[****]*		 	  
	 [****]*
	  
	 	 	[****]*	
	 Number of Allocations
	 		 				 				 				 				 				 				 				 				 				 				 				 	 	[****]*		 	  
	 [****]*
	  
	 	 	[****]*	
	 Assignment & Allocations in F—28
	 		 				 				 				 				 				 				 				 				 				 				 				 	 	[****]*		 	  
	 [****]*
	  
	 	 	[****]*	
	 Error Count
	 		 				 				 				 				 				 				 				 				 				 				 				 	 	[****]*		 	  
	 [****]*
	  
	 	 	[****]*	
	 Number of Dr/Cr memos processed
	 		 				 				 				 				 				 				 				 				 				 				 				 	 	[****]*		 	 	[****]*		 	 	[****]*	
																
	 Accounts Receivable -Quattro
	 	 	 	P01	 	 	P02	 	 	P03	 	 	P04	 	 	P05	 	 	P06	 	 	P07	 	 	P08	 	 	P09	 	 	P10	 	 	P11	 	 	P12	 	 	TOTAL	 	 	 	 
	 Accounts Receivable Invoicing
	 		 				 				 				 				 				 				 				 				 				 				 				 	 	112	 	 	 	112	 	 	 	[****]*	

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 
  

																																																			
	 Accounts Receivable - OTC LSE
	  	P01	 	  	P02	 	  	P03	 	  	P04	 	  	P05	 	  	P06	 	  	P07	 	  	P08	 	  	P09	 	  	P10	 	  	P11	 	  	P12	 	  	TOTAL
	 # of customers handled
	  				  				  				  				  				  				  				  				  				  				  				  				  	[7,000]*
	 # of customer collections calls & emails
	  				  				  				  				  				  				  				  				  				  				  				  				  	Not available
	 # of customer disputes handled
	  				  				  				  				  				  				  				  				  				  				  				  				  	[****]* p.a.
	 # of dunning letters
	  				  				  				  				  				  				  				  				  				  				  				  				  	[****]* per week
	 # of customer statements generated
	  				  				  				  				  				  				  				  				  				  				  				  				  	[****]* per month
	 # of customer accounts reconciled
	  				  				  				  				  				  				  				  				  				  				  				  				  	[****]* per week
	 # of credit review transactions
	  				  				  				  				  				  				  				  				  				  				  				  				  	[****]* per annum

 D) General Accounting 

 

																																																									
	 GL Process -
AMA-GS2
	  	P01	 	  	P02	 	  	P03	 	  	P04	 	  	P05	 	  	P06	 	  	P07	 	  	P08	 	  	P09	 	  	P10	 	  	P11	 	  	P12	 	  	        TOTAL        	 	  	 	 
	 Journals
	  				  				  				  				  				  				  				  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
															
	 Fixed Assets - Quattro
	  	P01	 	  	P02	 	  	P03	 	  	P04	 	  	P05	 	  	P06	 	  	P07	 	  	P08	 	  	P09	 	  	P10	 	  	P11	 	  	P12	 	  	TOTAL	 	  	 	 
	 Acquisition
	  				  				  				  				  				  				  				  				  				  				  				  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Transfer and Change
	  				  				  				  				  				  				  				  				  				  				  				  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Retirement
	  				  				  				  				  				  				  				  				  				  				  				  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Capex
	  				  				  				  				  				  				  				  				  				  				  				  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Opex
	  				  				  				  				  				  				  				  				  				  				  				  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 

 E) Inventory Accounting 

Volume for inventory accounting adjustments is not available 

F) Treasury 
 To be determined during Transition
Analysis (TA). 
 G) Internal Reporting 
 List of
reports, frequency and timelines for each in-scope report for Wipro to be finalized during Transition Analysis. 

H) Indirect Procurement 
  

																																																					
	 Procurement
	 	P01	 	 	P02	 	 	P03	 	 	P04	 	 	P05	 	 	P06	 	 	P07	 	 	P08	 	 	P09	 	 	P10	 	 	P11	 	 	P12	 	 	TOTAL	 
	 LSE Volume of PO’s created
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 LSE Volume of PO lines created
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 LSUS Volume of PO’s created
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 LSUS Volume of PO lines created
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 LSE PO creation cycle time (days)
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 LSUS PO creation cycle time (days)
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Catalog Management
	 	 	Catalogs are currently not used by LS&Co	 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 
 I) Technology and Master Data 

 

																																																									
	 MDM
	 	P01	 	 	P02	 	 	P03	 	 	P04	 	 	P05	 	 	P06	 	 	P07	 	 	P08	 	 	P09	 	 	P10	 	 	P11	 	 	P12	 	 	TOTAL	 	 	 	 
	 LSE VMD requests
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 			
	 LSUS VMD requests
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 			
	 LSE VMD cycle time
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 			
	 LSUS VMD cycle time
	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 			
															
	 Master Data -
AMA-GS2
	 	P01	 	 	P02	 	 	P03	 	 	P04	 	 	P05	 	 	P06	 	 	P07	 	 	P08	 	 	P09	 	 	P10	 	 	P11	 	 	P12	 	 	TOTAL	 	 	 	 
	 Cost Center
	 				 				 				 				 				 				 				 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 GL Account
	 				 				 				 				 				 				 				 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
															
	 Master Data - Quattro
	 	P01	 	 	P02	 	 	P03	 	 	P04	 	 	P05	 	 	P06	 	 	P07	 	 	P08	 	 	P09	 	 	P10	 	 	P11	 	 	P12	 	 	TOTAL	 	 	 	 
	 Customer Master - Creation
	 				 				 				 				 				 				 				 				 				 				 				 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Customer Master - Change
	 				 				 				 				 				 				 				 				 				 				 				 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Customer Master - Second Pass Accuracy
	 				 				 				 				 				 				 				 				 				 				 				 	 	[****]*		 	 	[****]*		 			
	 Bank Master
	 				 				 				 				 				 				 				 				 				 				 				 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Vendor Master - Creation
	 				 				 				 				 				 				 				 				 				 				 				 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Vendor Master - Change
	 				 				 				 				 				 				 				 				 				 				 				 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Employee Master - Creation
	 				 				 				 				 				 				 				 				 				 				 				 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Employee Master - Change
	 				 				 				 				 				 				 				 				 				 				 				 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Internal Order - Creation
	 				 				 				 				 				 				 				 				 				 				 				 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Internal Order - Change
	 				 				 				 				 				 				 				 				 				 				 				 	 	[****]*		 	 	[****]*		 	 	[****]*	

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 
 MASTER SERVICES AGREEMENT 

By and Between 
 Levi
Strauss & Co. 
 And 

Wipro Limited 

November 7, 2014 

Exhibit 4 
 Pricing
Tables 
 Attachment 4.1.3 

IT 
  

	*	 Certain information in this exhibit has been omitted and filed separately with the Securities and Exchange
Commission. Confidential treatment has been requested with respect to the omitted portions marked with [****]*. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

Exhibit 4.3- Pricing Tables - Information Technology - Project Work 

Global Pricing Exhibit 
 A) Pricing Table: Cost per
Hour per FTE 
  

																													
	 Technology / Function
	 	Project Work Roles	 	Level	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	Offshore	 	 	Nearshore	 
	 .NET / Java
	 	Business Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Systems Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Developer	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Project Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	QA Tester	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Systems Administrator	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Technical Delivery Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Technical Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Technical Lead	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 UI/Human Factors
	 	Systems Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Application Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Business Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Systems Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Developer	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Project Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	QA Tester	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Systems Administrator	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Technical Delivery Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Technical Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Technical Lead	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Application Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Business Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Systems Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	
SAP - ERP - 
BW
	 	Developer	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Project Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	QA Tester	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Systems Administrator	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Technical Delivery Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Technical Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Technical Lead	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Application Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Business Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Systems Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Developer	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Project Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	QA Tester	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Systems Administrator	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Technical Delivery Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Technical Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Technical Lead	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Application Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Business Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

																													
	 Technology / Function
	 	Project Work Roles	 	Level	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	Offshore	 	 	Nearshore	 
	 SAP - ERP - CO
	 	Systems Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Developer	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Project Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	QA Tester	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Systems Administrator	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Technical Delivery Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Technical Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Technical Lead	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Application Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Business Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Systems Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Developer	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Project Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	QA Tester	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Systems Administrator	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Technical Delivery Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Technical Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Technical Lead	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Application Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Business Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Systems Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Developer	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Project Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	QA Tester	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Systems Administrator	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Technical Delivery Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Technical Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Technical Lead	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Application Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Business Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Systems Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Developer	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Project Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	QA Tester	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Systems Administrator	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Technical Delivery Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Technical Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Technical Lead	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Application Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Business Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Systems Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Developer	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Project Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	QA Tester	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Systems Administrator	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Technical Delivery Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

																													
	 Technology / Function
	 	Project Work Roles	 	Level	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	Offshore	 	 	Nearshore	 
	 SAP - ERP - Retail
	 	Technical Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Technical Lead	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Application Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Business Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Systems Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Developer	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Project Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	QA Tester	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Systems Administrator	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Technical Delivery Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Technical Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Technical Lead	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Application Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Business Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Systems Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Developer	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Project Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	QA Tester	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Systems Administrator	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Technical Delivery Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Technical Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Technical Lead	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Application Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Business Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Systems Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Developer	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Project Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	QA Tester	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Systems Administrator	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Technical Delivery Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Technical Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Technical Lead	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Application Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Business Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Systems Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Developer	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Project Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	QA Tester	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Systems Administrator	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Technical Delivery Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Technical Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Technical Lead	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Application Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

																													
	 Technology / Function
	 	Project Work Roles	 	Level	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	Offshore	 	 	Nearshore	 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Business Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Systems Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Developer	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Project Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	QA Tester	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Systems Administrator	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Technical Delivery Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Technical Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Technical Lead	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Application Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Business Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Systems Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Developer	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Project Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	QA Tester	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Systems Administrator	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Technical Delivery Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Technical Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Technical Lead	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Application Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Business Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Systems Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Developer	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Project Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	QA Tester	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Systems Administrator	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Technical Delivery Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Technical Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Technical Lead	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Application Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Business Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Systems Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Developer	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Project Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	QA Tester	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Systems Administrator	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

																													
	 Technology / Function
	 	Project Work Roles	 	Level	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	Offshore	 	 	Nearshore	 
	 Raymark
	 	Technical Delivery Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Technical Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Technical Lead	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Application Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Business Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Systems Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Developer	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Project Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	QA Tester	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Systems Administrator	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Technical Delivery Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Technical Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Technical Lead	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Application Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Business Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Systems Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Developer	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Project Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	QA Tester	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Systems Administrator	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Technical Delivery Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Technical Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Technical Lead	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Application Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Business Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Systems Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Developer	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Project Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	QA Tester	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Systems Administrator	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Technical Delivery Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Technical Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Technical Lead	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Application Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Business Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Systems Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Developer	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Project Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	QA Tester	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Systems Administrator	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Technical Delivery Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Technical Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Technical Lead	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

																													
	 Technology / Function
	 	Project Work Roles	 	Level	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	Offshore	 	 	Nearshore	 
	 Workday
	 	Application Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Business Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Systems Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Developer	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Project Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	QA Tester	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Systems Administrator	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Technical Delivery Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Technical Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Technical Lead	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Desktop Support Technician / Engineer	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Technical Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Infrastructure Engineer	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Operations Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Operations Technician	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Systems Administrator-Unix/Linux	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Systems Administrator-Windows	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Database Administrator-MS SQL Server	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Database Administrator-Oracle Database	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Developer/Designer - Sharepoint	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Business Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Systems Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Developer	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Project Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	QA Tester	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Technical Delivery Manager	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Technical Lead	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Application Support Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	SCRUM Master/Agile Coach	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Technical Writer	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Enterprise Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Network Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Security Analyst	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Data Modeler	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Web Developer	 	I	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Business Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Systems Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Developer	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Project Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	QA Tester	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Systems Administrator	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Technical Delivery Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Technical Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Technical Lead	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 UI/Human Factors
	 	Systems Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Application Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

																													
	 Technology / Function
	 	Project Work Roles	 	Level	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	Offshore	 	 	Nearshore	 
	 SAP - ERP - BO
	 	Business Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Systems Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Developer	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Project Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	QA Tester	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Systems Administrator	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Technical Delivery Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Technical Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Technical Lead	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Application Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Business Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Systems Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Developer	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Project Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	QA Tester	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Systems Administrator	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Technical Delivery Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Technical Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Technical Lead	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Application Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Business Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Systems Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Developer	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Project Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	QA Tester	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Systems Administrator	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Technical Delivery Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Technical Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Technical Lead	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Application Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Business Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Systems Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Developer	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Project Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	QA Tester	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Systems Administrator	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Technical Delivery Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Technical Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Technical Lead	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Application Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Business Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Systems Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Developer	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Project Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	QA Tester	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Systems Administrator	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Technical Delivery Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

																													
	 Technology / Function
	 	Project Work Roles	 	Level	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	Offshore	 	 	Nearshore	 
	 SAP - ERP - MM
	 	Technical Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Technical Lead	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Application Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Business Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Systems Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Developer	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Project Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	QA Tester	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Systems Administrator	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Technical Delivery Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Technical Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Technical Lead	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Application Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Business Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Systems Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Developer	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Project Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	QA Tester	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Systems Administrator	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Technical Delivery Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Technical Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Technical Lead	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Application Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Business Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Systems Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Developer	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Project Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	QA Tester	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Systems Administrator	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Technical Delivery Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Technical Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Technical Lead	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Application Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Business Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Systems Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Developer	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Project Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	QA Tester	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Systems Administrator	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Technical Delivery Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Technical Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Technical Lead	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Application Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Business Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

																													
	 Technology / Function
	 	Project Work Roles	 	Level	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	Offshore	 	 	Nearshore	 
	 SAP - ERP - SFA
	 	Systems Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Developer	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Project Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	QA Tester	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Systems Administrator	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Technical Delivery Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Technical Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Technical Lead	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Application Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Business Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Systems Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Developer	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Project Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	QA Tester	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Systems Administrator	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Technical Delivery Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Technical Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Technical Lead	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Application Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Business Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Systems Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Developer	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Project Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	QA Tester	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Systems Administrator	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Technical Delivery Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Technical Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Technical Lead	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Application Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Business Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Systems Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Developer	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Project Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	QA Tester	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Systems Administrator	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Technical Delivery Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

																													
	 Technology / Function
	 	Project Work Roles	 	Level	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	Offshore	 	 	Nearshore	 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Technical Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Technical Lead	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Application Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Business Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Systems Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Developer	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Project Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	QA Tester	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Systems Administrator	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Technical Delivery Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Technical Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Technical Lead	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Application Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Business Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Systems Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Developer	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Project Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	QA Tester	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Systems Administrator	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Technical Delivery Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Technical Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Technical Lead	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Application Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Business Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Systems Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Developer	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Project Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	QA Tester	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Systems Administrator	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Technical Delivery Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Technical Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Technical Lead	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Application Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Business Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Systems Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Developer	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Project Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	QA Tester	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Systems Administrator	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Technical Delivery Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Technical Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

																													
	 Technology / Function
	 	Project Work Roles	 	Level	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	Offshore	 	 	Nearshore	 
	 Visual Basic
	 	Technical Lead	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Application Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Business Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Systems Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Developer	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Project Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	QA Tester	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Systems Administrator	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Technical Delivery Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Technical Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Technical Lead	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Application Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Business Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Systems Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Developer	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Project Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	QA Tester	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Systems Administrator	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Technical Delivery Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Technical Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Technical Lead	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Application Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Business Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Systems Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Developer	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Project Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	QA Tester	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Systems Administrator	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Technical Delivery Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Technical Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Technical Lead	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Application Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Business Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Systems Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Developer	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Project Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	QA Tester	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Systems Administrator	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Technical Delivery Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Technical Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Technical Lead	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Desktop Support Technician / Engineer	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Technical Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Infrastructure Engineer	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Operations Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Operations Technician	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

																													
	 Technology / Function
	 	Project Work Roles	 	Level	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	Offshore	 	 	Nearshore	 
	 Infrastructure
	 	Systems Administrator-Unix/Linux	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Systems Administrator-Windows	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Database Administrator-MS SQL Server	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Database Administrator-Oracle Database	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Developer/Designer— Sharepoint	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Business Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Systems Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Developer	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Project Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	QA Tester	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Technical Delivery Manager	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Technical Lead	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Application Support Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	SCRUM Master/Agile Coach	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Technical Writer	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Enterprise Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Network Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Security Analyst	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Data Modeler	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Web Developer	 	II	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Business Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Systems Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Developer	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Project Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	QA Tester	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Systems Administrator	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Technical Delivery Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Technical Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Technical Lead	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 UI/Human Factors
	 	Systems Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Application Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Business Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Systems Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Developer	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Project Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	QA Tester	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Systems Administrator	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Technical Delivery Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Technical Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Technical Lead	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Application Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
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	 SAP - ERP - BW
	 	Systems Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Developer	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Project Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	QA Tester	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Systems Administrator	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

																													
	 Technology / Function
	 	Project Work Roles	 	Level	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	Offshore	 	 	Nearshore	 
	 SAP - ERP - BW
	 	Technical Delivery Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Technical Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Technical Lead	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Application Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Business Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Systems Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Developer	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Project Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	QA Tester	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Systems Administrator	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Technical Delivery Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Technical Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Technical Lead	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Application Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Business Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Systems Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Developer	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Project Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	QA Tester	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Systems Administrator	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Technical Delivery Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Technical Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Technical Lead	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Application Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Business Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Systems Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Developer	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Project Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	QA Tester	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Systems Administrator	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Technical Delivery Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Technical Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Technical Lead	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Application Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Business Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Systems Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Developer	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Project Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	QA Tester	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Systems Administrator	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Technical Delivery Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Technical Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Technical Lead	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

																													
	 Technology / Function
	 	Project Work Roles	 	Level	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	Offshore	 	 	Nearshore	 
	 SAP - ERP - FCSM
	 	Application Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Business Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Systems Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Developer	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Project Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	QA Tester	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Systems Administrator	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Technical Delivery Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Technical Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Technical Lead	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Application Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Business Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Systems Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
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	 SAP - ERP - Retail
	 	Project Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	QA Tester	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Systems Administrator	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Technical Delivery Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Technical Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Technical Lead	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Application Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Business Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Systems Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Developer	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Project Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	QA Tester	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Systems Administrator	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Technical Delivery Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Technical Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Technical Lead	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Application Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Business Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Systems Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Developer	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Project Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	QA Tester	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Systems Administrator	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Technical Delivery Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Technical Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Technical Lead	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Application Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Business Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Systems Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Developer	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Project Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	QA Tester	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Systems Administrator	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

																													
	 Technology / Function
	 	Project Work Roles	 	Level	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	Offshore	 	 	Nearshore	 
	 SAP - ERP - APO
	 	Technical Delivery Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Technical Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Technical Lead	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Application Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Business Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Systems Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Developer	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Project Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	QA Tester	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Systems Administrator	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Technical Delivery Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Technical Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Technical Lead	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Application Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Business Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Systems Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Developer	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Project Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	QA Tester	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Systems Administrator	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Technical Delivery Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Technical Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Technical Lead	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Application Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Business Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Systems Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Developer	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Project Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	QA Tester	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Systems Administrator	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Technical Delivery Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Technical Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

																													
	 Technology / Function
	 	Project Work Roles	 	Level	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	Offshore	 	 	Nearshore	 
	 SAP - HANA
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Technical Lead	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Application Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP – Hybris
	 	Business Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Systems Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Developer	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Project Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	QA Tester	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Systems Administrator	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Technical Delivery Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Technical Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Technical Lead	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Application Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Business Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Systems Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Developer	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Project Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	QA Tester	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Systems Administrator	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Technical Delivery Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Technical Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Technical Lead	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Application Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Business Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Systems Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Developer	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Project Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	QA Tester	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Systems Administrator	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Technical Delivery Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Technical Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Technical Lead	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Application Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Business Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Systems Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Developer	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Project Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	QA Tester	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Systems Administrator	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Technical Delivery Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Technical Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Technical Lead	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Application Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Business Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Systems Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Developer	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

																													
	 Technology / Function
	 	Project Work Roles	 	Level	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	Offshore	 	 	Nearshore	 
	 RedPrairie
	 	Project Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	QA Tester	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Systems Administrator	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Technical Delivery Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Technical Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Technical Lead	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Application Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Business Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Systems Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Developer	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Project Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	QA Tester	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Systems Administrator	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Technical Delivery Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Technical Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Technical Lead	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Application Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Business Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Systems Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Developer	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Project Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	QA Tester	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Systems Administrator	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Technical Delivery Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Technical Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Technical Lead	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Desktop Support Technician / Engineer	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Technical Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Infrastructure Engineer	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Operations Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Operations Technician	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Systems Administrator-Unix/Linux	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Systems Administrator-Windows	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Database Administrator-MS SQL Server	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Database Administrator-Oracle Database	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Developer/Designer - Sharepoint	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Business Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Systems Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Developer	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Project Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	QA Tester	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Technical Delivery Manager	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Technical Lead	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

																													
	 Technology / Function
	 	Project Work Roles	 	Level	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	Offshore	 	 	Nearshore	 
	 General
	 	Application Support Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	SCRUM Master/Agile Coach	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Technical Writer	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Enterprise Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Network Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Security Analyst	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Data Modeler	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Web Developer	 	III	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET /Java
	 	Business Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Systems Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Developer	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Project Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	QA Tester	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Systems Administrator	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Technical Delivery Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Technical Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Technical Lead	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 UI/Human Factors
	 	Systems Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Application Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Business Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Systems Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Developer	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Project Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	QA Tester	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Systems Administrator	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Technical Delivery Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Technical Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Technical Lead	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Application Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Business Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Systems Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Developer	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Project Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	QA Tester	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Systems Administrator	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Technical Delivery Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Technical Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Technical Lead	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Application Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Business Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Systems Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Developer	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Project Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	QA Tester	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Systems Administrator	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Technical Delivery Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Technical Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

																													
	 Technology / Function
	 	Project Work Roles	 	Level	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	Offshore	 	 	Nearshore	 
	 SAP - ERP - FI
	 	Technical Lead	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Application Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Business Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Systems Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Developer	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Project Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	QA Tester	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Systems Administrator	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Technical Delivery Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Technical Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Technical Lead	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Application Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Business Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Systems Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Developer	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Project Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	QA Tester	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Systems Administrator	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Technical Delivery Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Technical Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Technical Lead	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Application Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Business Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Systems Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Developer	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Project Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	QA Tester	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Systems Administrator	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Technical Delivery Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Technical Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Technical Lead	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Application Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Business Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Systems Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Developer	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Project Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	QA Tester	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Systems Administrator	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Technical Delivery Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Technical Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Technical Lead	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Application Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Business Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Systems Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Developer	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Project Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	QA Tester	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

																													
	 Technology / Function
	 	Project Work Roles	 	Level	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	Offshore	 	 	Nearshore	 
	 SAP - ERP - Retail
	 	Systems Administrator	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Technical Delivery Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Technical Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Technical Lead	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Application Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Business Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Systems Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Developer	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Project Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	QA Tester	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Systems Administrator	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Technical Delivery Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Technical Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Technical Lead	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Application Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Business Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Systems Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Developer	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Project Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	QA Tester	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Systems Administrator	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Technical Delivery Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Technical Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Technical Lead	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Application Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Business Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Systems Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Developer	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Project Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	QA Tester	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Systems Administrator	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Technical Delivery Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Technical Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Technical Lead	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Application Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Business Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Systems Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Developer	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Project Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	QA Tester	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Systems Administrator	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Technical Delivery Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Technical Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Technical Lead	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

																													
	 Technology / Function
	 	Project Work Roles	 	Level	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	Offshore	 	 	Nearshore	 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Application Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Business Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Systems Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Developer	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Project Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	QA Tester	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Systems Administrator	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Technical Delivery Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Technical Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Technical Lead	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Application Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Business Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Systems Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Developer	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Project Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	QA Tester	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Systems Administrator	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Technical Delivery Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Technical Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Technical Lead	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Application Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Business Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Systems Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Developer	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Project Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	QA Tester	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Systems Administrator	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Technical Delivery Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Technical Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Technical Lead	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Application Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Business Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Systems Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Developer	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

																													
	 Technology / Function
	 	Project Work Roles	 	Level	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	Offshore	 	 	Nearshore	 
	 Raymark
	 	Project Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	QA Tester	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Systems Administrator	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Technical Delivery Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Technical Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Technical Lead	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Application Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Business Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Systems Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Developer	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Project Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	QA Tester	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Systems Administrator	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Technical Delivery Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Technical Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Technical Lead	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Application Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Business Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Systems Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Developer	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Project Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	QA Tester	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Systems Administrator	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Technical Delivery Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Technical Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Technical Lead	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Application Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Business Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Systems Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Developer	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Project Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	QA Tester	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Systems Administrator	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Technical Delivery Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Technical Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Technical Lead	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Application Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Business Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Systems Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Developer	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Project Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	QA Tester	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Systems Administrator	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Technical Delivery Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Technical Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

																													
	 Technology / Function
	 	Project Work Roles	 	Level	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	Offshore	 	 	Nearshore	 
	 BI (SAS, Teradata etc)
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Technical Lead	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Application Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Business Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Systems Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Developer	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Project Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	QA Tester	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Systems Administrator	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Technical Delivery Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Technical Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Technical Lead	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Desktop Support Technician / Engineer	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Technical Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Infrastructure Engineer	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Operations Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Operations Technician	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Systems Administrator-Unix/Linux	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Systems Administrator-Windows	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Database Administrator-MS SQL Server	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Database Administrator-Oracle Database	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Developer/Designer - Sharepoint	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Business Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Systems Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Developer	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Project Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	QA Tester	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Technical Delivery Manager	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Technical Lead	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Application Support Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	SCRUM Master/Agile Coach	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Technical Writer	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Enterprise Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Network Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Security Analyst	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Data Modeler	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Web Developer	 	IV	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Business Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Systems Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Developer	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Project Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	QA Tester	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Systems Administrator	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Technical Delivery Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Technical Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 .NET / Java
	 	Technical Lead	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

																													
	 Technology / Function
	 	Project Work Roles	 	Level	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	Offshore	 	 	Nearshore	 
	 UI/Human Factors
	 	Systems Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Application Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Business Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Systems Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Developer	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Project Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	QA Tester	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Systems Administrator	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Technical Delivery Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Technical Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BO
	 	Technical Lead	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Application Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Business Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Systems Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Developer	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Project Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	QA Tester	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Systems Administrator	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Technical Delivery Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Technical Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - BW
	 	Technical Lead	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Application Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Business Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Systems Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Developer	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Project Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	QA Tester	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Systems Administrator	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Technical Delivery Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Technical Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FI
	 	Technical Lead	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Application Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Business Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Systems Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Developer	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Project Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	QA Tester	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Systems Administrator	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Technical Delivery Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Technical Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - CO
	 	Technical Lead	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Application Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Business Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Systems Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Developer	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Project Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	QA Tester	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

																													
	 Technology / Function
	 	Project Work Roles	 	Level	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	Offshore	 	 	Nearshore	 
	 SAP - ERP - MM
	 	Systems Administrator	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Technical Delivery Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Technical Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - MM
	 	Technical Lead	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Application Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Business Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Systems Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Developer	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Project Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	QA Tester	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Systems Administrator	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Technical Delivery Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Technical Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SD
	 	Technical Lead	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Application Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Business Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Systems Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Developer	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Project Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	QA Tester	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Systems Administrator	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Technical Delivery Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Technical Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - FCSM
	 	Technical Lead	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Application Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Business Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Systems Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Developer	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Project Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	QA Tester	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Systems Administrator	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Technical Delivery Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Technical Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Retail
	 	Technical Lead	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Application Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Business Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Systems Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Developer	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Project Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	QA Tester	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Systems Administrator	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Technical Delivery Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Technical Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - LEO
	 	Technical Lead	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

																													
	 Technology / Function
	 	Project Work Roles	 	Level	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	Offshore	 	 	Nearshore	 
	 SAP - ERP - SFA
	 	Application Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Business Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Systems Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Developer	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Project Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	QA Tester	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Systems Administrator	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Technical Delivery Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Technical Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - SFA
	 	Technical Lead	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Application Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Business Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Systems Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Developer	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Project Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	QA Tester	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Systems Administrator	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Technical Delivery Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Technical Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - APO
	 	Technical Lead	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Application Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Business Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Systems Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Developer	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Project Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	QA Tester	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Systems Administrator	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Technical Delivery Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Technical Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - DP
	 	Technical Lead	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Application Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Business Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Systems Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Developer	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Project Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	QA Tester	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Systems Administrator	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

																													
	 Technology / Function
	 	Project Work Roles	 	Level	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	Offshore	 	 	Nearshore	 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Technical Delivery Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Technical Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
	 	Technical Lead	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Application Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Business Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Systems Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Developer	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Project Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	QA Tester	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Systems Administrator	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Technical Delivery Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Technical Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - HANA
	 	Technical Lead	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Application Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Business Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Systems Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Developer	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Project Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	QA Tester	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Systems Administrator	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Technical Delivery Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Technical Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 SAP - Hybris
	 	Technical Lead	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Application Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Business Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Systems Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Developer	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Project Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	QA Tester	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Systems Administrator	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Technical Delivery Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Technical Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Raymark
	 	Technical Lead	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Application Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Business Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Systems Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Developer	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Project Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	QA Tester	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Systems Administrator	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Technical Delivery Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

																													
	 Technology / Function
	 	Project Work Roles	 	Level	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	Offshore	 	 	Nearshore	 
	 Visual Basic
	 	Technical Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Visual Basic
	 	Technical Lead	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Application Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Business Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Systems Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Developer	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Project Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	QA Tester	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Systems Administrator	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Technical Delivery Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Technical Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Hyperion / Essbase
	 	Technical Lead	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Application Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Business Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Systems Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Developer	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Project Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	QA Tester	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Systems Administrator	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Technical Delivery Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Technical Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 RedPrairie
	 	Technical Lead	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Application Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Business Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Systems Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Developer	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Project Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	QA Tester	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Systems Administrator	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Technical Delivery Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Technical Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 BI (SAS, Teradata etc)
	 	Technical Lead	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Application Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Business Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Systems Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Developer	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Project Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	QA Tester	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Systems Administrator	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Technical Delivery Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Technical Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Workday
	 	Technical Lead	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Desktop Support Technician / Engineer	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

																													
	 Technology / Function
	 	Project Work Roles	 	Level	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	Offshore	 	 	Nearshore	 
	 Infrastructure
	 	Technical Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Infrastructure Engineer	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Operations Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Operations Technician	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Systems Administrator-Unix/Linux	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Systems Administrator-Windows	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Database Administrator-MS SQL Server	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Database Administrator-Oracle Database	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 Infrastructure
	 	Developer/Designer - Sharepoint	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Business Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Systems Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Developer	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Project Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	QA Tester	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Technical Delivery Manager	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Solution/System Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Technical Lead	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Application Support Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	SCRUM Master/Agile Coach	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Technical Writer	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Enterprise Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Network Architect	 	N/A	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Security Analyst	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Data Modeler	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	
	 General
	 	Web Developer	 	V	 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*		 	 	[****]*	

 B) Pass Through Expenses 
  

																													
		  				  				  				  				  				  	 	Baseline Volume:	 
								
	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 	  	Year 1	 	  	Year 2	 
		  	 	N/A	 	  	 	N/A	 	  	 	N/A	 	  	 	N/A	 	  	 	N/A	 	  	 	N/A	 	  	 	N/A	 

 C) Overall Cost: Total FTE and Pass Through Costs Per year 

 

																					
	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Total On-going + Pass Through Cost Per
Year
	  	 	N/A	 	  	 	N/A	 	  	 	N/A	 	  	 	N/A	 	  	 	N/A	 

 D) Annual Volume 
  

					
	 Activities:
	  	Annual Volume	  	Unit of Measurement
		  	N/A	  	N/A

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

 Exhibit 4.3- Pricing Tables - Information Technology - Testing COE

 Global Pricing Exhibit 
 A) Annual
Productivity Gains 
  

																					
	 Activities:
	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Testing CoE
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	

 B) Pricing Table - Cost Per Hour FTE 
  

													
	 Activities:
	  	On shore	 	  	Offshore	 	  	Nearshore	 
	 Testing CoE
	  	 	[****]*		  	 	[****]*		  	 	[****]*	

 C) Productive Hours 
  

					
	 Productive Hours - Onshore
	  	 	[****]*	
	 Productive Hours - Offshore
	  	 	[****]*	

 D) Personnel Projection Matrix (including annual productivity gain) 

 

																							
	 Activities
	  	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Testing CoE
	  	On shore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Offshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	Nearshore	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  		  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 
		  	Total FTE Per Year	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	

 E) Pass Through Expenses 
  

																																													
	 	  	 	 	  	 	 	  	 	 	  	 	 	  	 	 	  	 	 	  	Baseline Volume:	 
												
	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 	  	        	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Total Pass Through Cost Per Year
	  	$	 —  	 	  	$	 —  	 	  	$	 —  	 	  	$	 —  	 	  	$	 —  	 	  				  				  				  				  				  			

 F) Overall Cost: Total FTE and Pass Through Costs Per year 

 

																					
	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Total On-going + Pass Through Cost Per
Year
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	

 G) FTE Increment 
  

					
	 Activities:
	  	Volume Per FTE	  	Unit of Measurement
	 Testing CoE
	  	TBD	  	Hours of testing

 H) Annual Volume 
  

					
	 Activities:
	  	Annual Volume	  	Unit of Measurement
	 Testing COE
	  	TBD	  	Hours of testing

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

 Exhibit 4.3- Pricing Tables - Information Technology - Support
Maintenance 
 Global Pricing Exhibit 
 A)
Annual Productivity Gains 
  

																					
	 Activities:
	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 SAP
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 eCommerce
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Retail
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Wholesale
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Global Supply Chain
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Corp & BI
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	

 B) Pricing Table - Cost Per Hour FTE 
  

													
	 Activities:
	  	On shore*	 	  	Offshore	 	  	Nearshore	 
	 SAP
	  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 eCommerce
	  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Retail
	  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Wholesale
	  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Global Supply Chain
	  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Corp & BI
	  	 	[****]*		  	 	[****]*		  	 	[****]*	

 C) Productive Hours 
  

					
	 Productive Hours - On shore
	  	 	[****]*	
	 Productive Hours - Offshore
	  	 	[****]*	
	 Productive Hours - Nearshore
	  	 	[****]*	

 D) Personnel Projection Matrix (including annual productivity gain) 

 

																							
	 Activities
	  	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 SAP
	  	 On shore
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	 Offshore
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	 Nearshore
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 eCommerce
	  	 On shore
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	 Offshore
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	 Nearshore
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Retail
	  	 On shore
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	 Offshore
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	 Nearshore
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Wholesale
	  	 On shore
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	 Offshore
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	 Nearshore
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Global Supply Chain
	  	 On shore
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	 Offshore
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	 Nearshore
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
	 Corp & Bi
	  	 On shore
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	 Offshore
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  	 Nearshore
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	
		  		  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 
		  	 Total FTE Per Year
	  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*		  	 	[****]*	

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

 E) Pass Through Expenses 

 

																																													
	 	  	 	 	  	 	 	  	 	 	  	 	 	  	 	 	  	    	 	  	Baseline Volume:	 
												
	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 	  	 	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Total Pass Through Cost Per Year
	  	$	—	 	  	$	—	 	  	$	—	 	  	$	—	 	  	$	—	 	  				  				  				  				  				  			

 F) Overall Cost: Total FTE and Pass Through Costs Per year 

 

																					
	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Total On-going + Pass Through Cost Per
Year
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
		  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 

 G) FTE Increment 
  

									
	 Activities:
	  	 Volume Per FTE
	  	 Unit of Measurement
	  	 Volume Per FTE
	  	 Unit of Measurement

	 SAP
	  	N/A	  	N/A	  	N/A	  	N/A
	 eCommerce
	  	TBD	  	Service Requests	  	TBD	  	Incidents
	 Retail
	  	TBD	  	Service Requests	  	TBD	  	Incidents
	 Wholesale
	  	TBD	  	Service Requests	  	TBD	  	Incidents
	 Global Supply Chain
	  	TBD	  	Service Requests	  	TBD	  	Incidents
	 Corp & BI
	  	TBD	  	Service Requests	  	TBD	  	Incidents

 H) Annual Volume 
  

									
	 Activities:
	  	 Annual Volume
	  	 Unit of Measurement
	  	 Annual Volume
	  	 Unit of Measurement

	 SAP GRC
	  	N/A	  	N/A	  	N/A	  	N/A
	 eCommerce
	  	[****]*	  	Service Requests	  	[****]*	  	Incidents
	 Retail
	  	[****]*	  	Service Requests	  	[****]*	  	Incidents
	 Wholesale
	  	[****]*	  	Service Requests	  	[****]*	  	Incidents
	 Global Supply Chain
	  	[****]*	  	Service Requests	  	[****]*	  	Incidents
	 Corp & BI
	  	[****]*	  	Service Requests	  	[****]*	  	Incidents

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

 Exhibit 4.3- Pricing Tables - Information Technology -
Infrastructure 
 Global Pricing Exhibit 
 A)
Annual Productivity Gains 
  

																					
	 Activities:
	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Corporate & Retail Service Desk Operations
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Network Management - Network Operations Center (NOC)
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Server / Storage Operations - Systems Operations Center (SOC)
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Corporate Deskside Support
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 

 B) Pricing Table - Cost Per Hour FTE 
  

													
	 Activities:
	  	On shore	 	  	Offshore	 	  	Nearshore	 
	 Corporate & Retail Service Desk Operations
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Network Management - Network Operations Center (NOC)
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Server / Storage Operations - Systems Operations Center (SOC)
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 

  

											
	 	  	Region	  	Country	  	Office	  	Cost/Hour FTE	 
	 Corporate Deskside Support
	  	 LSA
	  	 United States
	  	 Arkansas - Bentonville - Sales Office
	  	 	[****]*	 
	 Corporate Deskside Support
	  	 LSA
	  	 Brazil
	  	 Brazil - Sao Paulo - Office
	  	 	[****]*	 
	 Corporate Deskside Support
	  	 LSA
	  	 Canada
	  	 Canada - Richmond Hill - Toronto Office
	  	 	[****]*	 
	 Corporate Deskside Support
	  	 LSA
	  	 Canada
	  	 Canada - Etobicoke - Toronto Distribution Center
	  	 	[****]*	 
	 Corporate Deskside Support
	  	 LSA
	  	 United States
	  	 Chicago Regional Sales Office
	  	 	[****]*	 
	 Corporate Deskside Support
	  	 LSA
	  	 [Colombia]*
	  	 Colombia - Medellin - Office
	  	 	[****]*	 
	 Corporate Deskside Support
	  	 LSA
	  	 United States
	  	 DALLAS REGIONAL OFFICE
	  	 	[****]*	 
	 Corporate Deskside Support
	  	 LSA
	  	 [Dominican Republic]*
	  	 Dominican Republic - Santiago - Office
	  	 	[****]*	 
	 Corporate Deskside Support
	  	 LSA
	  	 United States
	  	 Florida - Miami LACFR Office
	  	 	[****]*	 
	 Corporate Deskside Support
	  	 LSA
	  	 United States
	  	 Florida - Weston - Miami LACFR Office
	  	 	[****]*	 
	 Corporate Deskside Support
	  	 LSA
	  	 United States
	  	 Genco Distribution - Georgia
	  	 	[****]*	 
	 Corporate Deskside Support
	  	 LSA
	  	 United States
	  	 Global Shared Services Eugene - Eugene, Oregon
	  	 	[****]*	 
	 Corporate Deskside Support
	  	 LSA
	  	 United States
	  	 Hazelwood - Levi’s Store #454
	  	 	[****]*	 
	 Corporate Deskside Support
	  	 LSA
	  	 United States
	  	 Home Based User (I work from my home)
	  	 	[****]*	 
	 Corporate Deskside Support
	  	 LSA
	  	 United States
	  	 Kentucky - Hebron - CSC
	  	 	[****]*	 
	 Corporate Deskside Support
	  	 LSA
	  	 Mexico
	  	 Mexico - Aguascalientes
	  	 	[****]*	 

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

											
	 	  	Region	  	Country	  	Office	  	Cost/Hour FTE	 
	 Corporate Deskside Support
	  	LSA	  	 Mexico
	  	Mexico - Mexico City - Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSA	  	 Mexico
	  	Mexico - San Martin Obispo CSC	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSA	  	 United States
	  	Mississippi - Canton CSC	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSA	  	 United States
	  	Milwaukee Sales Office - Two Park Plaza	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSA	  	 United States
	  	Minnesota - Minneapolis - Sales Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSA	  	 United States
	  	New York - New York Sales Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSA	  	 United States
	  	Nevada - Henderson - Sky Harbor CSC	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSA	  	 United States
	  	San Francisco - Chestnut Street - Eureka Lab	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSA	  	 United States
	  	San Francisco - Corovan	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSA	  	 United States
	  	San Francisco - Haas	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSA	  	 United States
	  	San Francisco - LS Building (Contractors)	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSA	  	 United States
	  	San Francisco - LS Building	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSA	  	 United States
	  	St Louis - Missouri - Sales Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSA	  	 United States
	  	Texas - Frisco - Sales Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSA	  	 United States
	  	Texas - Westlake - Dallas Data Center	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSE	  	 Netherlands
	  	Amsterdam - LVC B.V.	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSE	  	 Austria
	  	Austria - Salzburg - LS Germany GmbH	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSE	  	 Belgium
	  	Belgium - Brussels - Benelux Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSE	  	 Belgium
	  	Belgium - Brussels - LSEMA Headquarters	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSE	  	 Belgium
	  	BELGIUM - LS EUROPE - BORNEM	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSE	  	 Czech Republic
	  	Czech Republic - Prague - Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSE	  	 Czech Republic
	  	Czech Republic - Brno-Distribution	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSE	  	 Denmark
	  	Denmark - Copenhagen - Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSE	  	 England
	  	England - London - Sales & Marketing	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSE	  	 England
	  	England - Northampton - Swan Valley - Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSE	  	 Finland
	  	Finland - Helsinki - Bulevardi 16 A	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSE	  	 Finland
	  	Finland - Helsinki - Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSE	  	 France
	  	France - Paris - Showroom	  	 	[****]*	 

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

											
	 	  	Region	  	Country	  	Office	  	Cost/Hour FTE	 
	 Corporate Deskside Support
	  	LSE	  	 France
	  	France - Velizy - Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSE	  	 Germany
	  	Germany - Frankfurt - Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSE	  	 Germany
	  	Germany - Heusenstamm - Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSE	  	 Greece
	  	Greece - Attica - Athens - Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSE	  	 Greece
	  	Greece - Thessaloniki - Kalamaria - Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSE	  	 Hungary
	  	Hungary - Budapest - Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSE	  	 Hungary
	  	Hungary - Kiskunhalas - Plant	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSE	  	 Ireland
	  	Ireland - Dublin - Duke Lane - Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSE	  	 Italy
	  	Italy - Milan - Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSE	  	 France
	  	LFA France - Roissy	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSE	  	 Germany
	  	LFA Germany - Ratingen	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSE	  	 Italy
	  	LFA Italy - Merone	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSE	  	 Italy
	  	LFA Italy - Milano	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSE	  	 Spain
	  	LFA Spain - Barcelona	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSE	  	 Switzerland
	  	LFA Switzerland - Balerna	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSE	  	 Switzerland
	  	LFA Switzerland - Bioggio	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSE	  	 Netherlands
	  	Netherlands - Amsterdam - LVC B.V.	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSE	  	 Netherlands
	  	Netherlands - Amsterdam - Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSE	  	 Norway
	  	Norway - Oslo - Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSE	  	 Poland
	  	Poland - Plock - Plant	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSE	  	 Poland
	  	Poland - Warsaw - Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSE	  	 Portugal
	  	Portugal - Lisbon- Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSE	  	 Portugal
	  	Portugal - Porto - Sourcing Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSE	  	 Romania
	  	Romania - Bucharest - Stefanini	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSE	  	 Russia
	  	Russia - Moscow - Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	LSE	  	 Spain
	  	Spain - Barcelona - Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	 LSE
	  	 Spain
	  	Spain - Guipuzcoa - San Sebastian - Show	  	 	[****]*	 

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

											
	 	  	Region	  	Country	  	Office	  	Cost/Hour FTE	 
	 Corporate Deskside Support
	  	 LSE
	  	 Spain
	  	Spain - Barcelona - Sabadell - Distribution	  	 	[****]*	 
	 Corporate Deskside Support
	  	 LSE
	  	 Sweden
	  	Sweden - Stockholm - Eriksgatan - Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	 LSE
	  	 Switzerland
	  	Switzerland - St. Sulpice- Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	 LSE
	  	 Turkey
	  	Turkey - Corlu Tekirdag - Plant	  	 	[****]*	 
	 Corporate Deskside Support
	  	 LSE
	  	 Turkey
	  	Turkey - Istanbul - Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	 AMA
	  	 Australia
	  	Australia - Adelaide - Plant	  	 	[****]*	 
	 Corporate Deskside Support
	  	 AMA
	  	 Australia
	  	Australia - Sydney- Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	 AMA
	  	 Australia
	  	Australia - Victoria - Melbourne - Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	 AMA
	  	 Bangladesh
	  	Bangladesh - Dhaka - Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	 AMA
	  	 Cambodia
	  	Cambodia - Levi Strauss Ltd.	  	 	[****]*	 
	 Corporate Deskside Support
	  	 AMA
	  	 Cambodia
	  	Cambodia - Phnom Penh	  	 	[****]*	 
	 Corporate Deskside Support
	  	 AMA
	  	 China
	  	China - Beijing - Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	 AMA
	  	 China
	  	China - Guangzhou - Technical Svs Ctr	  	 	[****]*	 
	 Corporate Deskside Support
	  	 AMA
	  	 China
	  	China - Hong Kong - ACFR-APD	  	 	[****]*	 
	 Corporate Deskside Support
	  	 AMA
	  	 China
	  	China - Hong Kong - Kai Centre	  	 	[****]*	 
	 Corporate Deskside Support
	  	 AMA
	  	 China
	  	China - Shanghai - Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	 AMA
	  	 China
	  	China - Shenyang - Sales Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	 AMA
	  	 Egypt
	  	Egypt - Cairo - Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	 AMA
	  	 India
	  	India - Bangalore - HO	  	 	[****]*	 
	 Corporate Deskside Support
	  	 AMA
	  	 India
	  	India - Chennai- Madras	  	 	[****]*	 
	 Corporate Deskside Support
	  	 AMA
	  	 India
	  	India - Kolkatta	  	 	[****]*	 
	 Corporate Deskside Support
	  	 AMA
	  	 India
	  	India - Mumbai	  	 	[****]*	 
	 Corporate Deskside Support
	  	 AMA
	  	 India
	  	India - New Delhi	  	 	[****]*	 
	 Corporate Deskside Support
	  	 AMA
	  	 Indonesia
	  	Indonesia - Jakarta	  	 	[****]*	 
	 Corporate Deskside Support
	  	 AMA
	  	 Indonesia
	  	Indonesia - Sentul	  	 	[****]*	 
	 Corporate Deskside Support
	  	 AMA
	  	 Indonesia
	  	Indonesia - West Java - Finishing	  	 	[****]*	 
	 Corporate Deskside Support
	  	 AMA
	  	 Japan
	  	Japan - Aichi - Nagoya - Sales Office	  	 	[****]*	 

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

											
	 	  	Region	  	Country	  	Office	  	Cost/Hour FTE	 
	 Corporate Deskside Support
	  	 AMA
	  	 Japan
	  	Japan - Fukuoka - Sales Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	 AMA
	  	 Japan
	  	Japan - Kashiwa - DC Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	 AMA
	  	 Japan
	  	Japan - Osaka - Sales Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	 AMA
	  	 Japan
	  	Japan - Tokyo - Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	 AMA
	  	 Japan
	  	Japan - Kanegawa - Hiratsuka Dist Center	  	 	[****]*	 
	 Corporate Deskside Support
	  	 AMA
	  	 South Korea
	  	Korea - Seoul - Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	 AMA
	  	 Malaysia
	  	Malaysia - Kuala Lumpur	  	 	[****]*	 
	 Corporate Deskside Support
	  	 AMA
	  	 Malaysia
	  	Malaysia - Selangor Darul Ehsan - Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	 AMA
	  	 New Zealand
	  	New Zealand - Auckland - Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	 AMA
	  	 Pakistan
	  	Pakistan - Karachi - Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	 AMA
	  	 Pakistan
	  	Pakistan - Lahore - ACFR	  	 	[****]*	 
	 Corporate Deskside Support
	  	 AMA
	  	 Philippines
	  	Philippines - Manila - Makati - Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	 AMA
	  	 Philippines
	  	Philippines - Manila - Makati - Plant	  	 	[****]*	 
	 Corporate Deskside Support
	  	 AMA
	  	 Singapore
	  	Singapore - Asia Pacific Headquarters	  	 	[****]*	 
	 Corporate Deskside Support
	  	 AMA
	  	 South Africa
	  	South Africa - Cape Town - Epping - Plant	  	 	[****]*	 
	 Corporate Deskside Support
	  	 AMA
	  	 South Africa
	  	South Africa - Cape Town - Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	 AMA
	  	 Sri Lanka
	  	Sri lanka - Colombo	  	 	[****]*	 
	 Corporate Deskside Support
	  	 AMA
	  	 Taiwan
	  	Taiwan - Taipei - Sales Office	  	 	[****]*	 
	 Corporate Deskside Support
	  	 AMA
	  	 Vietnam
	  	Vietnam - Hanoi - Ninh Binh	  	 	[****]*	 
					
	C) Productive Hours	  		  		  		  			
					
	 Productive Hours - On shore Corporate and Retail Service Desk
	  		  		  		  	 	[****]*	 
	 Productive Hours - Off shore Corporate and Retail Service Desk
	  		  		  		  	 	[****]*	 
	 Productive Hours - Near shore Corporate and Retail Service Desk
	  		  		  		  	 	[****]*	 
	 Productive Hours - On shore Network Operations Center
	  		  		  		  	 	[****]*	 
	 Productive Hours - Off shore Network Operations Center
	  		  		  		  	 	[****]*	 

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

											
	 Productive Hours - Near shore Network Operations Center
	  		  		  		  	 	[****]*	 
	 Productive Hours - On shore System Operations Center
	  		  		  		  	 	[****]*	 
	 Productive Hours - Off shore System Operations Center
	  		  		  		  	 	[****]*	 
	 Productive Hours - Near shore System Operations Center
	  		  		  		  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSA
	  	 United States
	  	Arkansas - Bentonville - Sales Office	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSA
	  	 Brazil
	  	Brazil - Sao Paulo - Office	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSA
	  	 Canada
	  	Canada - Richmond Hill - Toronto Office	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSA
	  	 Canada
	  	Canada - Etobicoke - Toronto Distribution Center	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSA
	  	 United States
	  	Chicago Regional Sales Office	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSA
	  	 [Colombia]*
	  	Colombia - Medellin - Office	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSA
	  	 United States
	  	DALLAS REGIONAL OFFICE	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSA
	  	 [Dominican Republic]*
	  	Dominican Republic - Santiago - Office	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSA
	  	 United States
	  	Florida - Miami LACFR Office	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSA
	  	 United States
	  	Florida - Weston - Miami LACFR Office	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSA
	  	 United States
	  	Genco Distribution - Georgia	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSA
	  	 United States
	  	Global Shared Services Eugene - Eugene, Oregon	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSA
	  	 United States
	  	Hazelwood - Levi’s Store #454	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSA
	  	 United States
	  	Home Based User (I work from my home)	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSA
	  	 United States
	  	Kentucky - Hebron - CSC	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSA
	  	 Mexico
	  	Mexico - Aguascalientes	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSA
	  	 Mexico
	  	Mexico - Mexico City - Office	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSA
	  	 Mexico
	  	Mexico - San Martin Obispo CSC	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSA
	  	 United States
	  	Mississippi - Canton CSC	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSA
	  	 United States
	  	Milwaukee Sales Office - Two Park Plaza	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSA
	  	 United States
	  	Minnesota - Minneapolis - Sales Office	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSA
	  	 United States
	  	New York - New York Sales Office	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSA
	  	 United States
	  	Nevada - Henderson - Sky Harbor CSC	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSA
	  	 United States
	  	San Francisco - Chestnut Street - Eureka Lab	  	 	[****]*	 

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

											
	 Productive Hours - Corporate Deskside Support
	  	 LSA
	  	 United States
	  	San Francisco - Corovan	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSA
	  	 United States
	  	San Francisco - Haas	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSA
	  	 United States
	  	San Francisco - LS Building (Contractors)	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSA
	  	 United States
	  	San Francisco - LS Building	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSA
	  	 United States
	  	St Louis - Missouri - Sales Office	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSA
	  	 United States
	  	Texas - Frisco - Sales Office	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSA
	  	 United States
	  	Texas - Westlake - Dallas Data Center	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 Netherlands
	  	Amsterdam - LVC B.V.	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 Austria
	  	Austria - Salzburg - LS Germany GmbH	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 Belgium
	  	Belgium - Brussels - Benelux Office	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 Belgium
	  	Belgium - Brussels - LSEMA Headquarters	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 Belgium
	  	BELGIUM - LS EUROPE - BORNEM	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 Czech Republic
	  	Czech Republic - Prague - Office	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 Czech Republic
	  	Czech Republic - Brno-Distribution	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 Denmark
	  	Denmark - Copenhagen - Office	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 England
	  	England - London - Sales & Marketing	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 England
	  	England - Northampton - Swan Valley - Office	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 Finland
	  	Finland - Helsinki - Bulevardi 16 A	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 Finland
	  	Finland - Helsinki - Office	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 France
	  	France - Paris - Showroom	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 France
	  	France - Velizy - Office	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 Germany
	  	Germany - Frankfurt - Office	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 Germany
	  	Germany - Heusenstamm - Office	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 Greece
	  	Greece - Attica - Athens - Office	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 Greece
	  	Greece - Thessaloniki - Kalamaria - Office	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 Hungary
	  	Hungary - Budapest - Office	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 Hungary
	  	Hungary - Kiskunhalas - Plant	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 Ireland
	  	Ireland - Dublin - Duke Lane - Office	  	 	[****]*	 

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

											
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 Italy
	  	 Italy - Milan - Office
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 France
	  	 LFA France - Roissy
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 Germany
	  	 LFA Germany - Ratingen
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 Italy
	  	 LFA Italy - Merone
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 Italy
	  	 LFA Italy - Milano
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 Spain
	  	 LFA Spain - Barcelona
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 Switzerland
	  	 LFA Switzerland - Balerna
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 Switzerland
	  	 LFA Switzerland - Bioggio
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 Netherlands
	  	 Netherlands - Amsterdam - LVC B.V.
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 Netherlands
	  	 Netherlands - Amsterdam - Office
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 Norway
	  	 Norway - Oslo - Office
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 Poland
	  	 Poland - Plock - Plant
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 Poland
	  	 Poland - Warsaw - Office
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 Portugal
	  	 Portugal - Lisbon- Office
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 Portugal
	  	 Portugal - Porto - Sourcing Office
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 Romania
	  	 Romania - Bucharest - Stefanini
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 Russia
	  	 Russia - Moscow - Office
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 Spain
	  	 Spain - Barcelona - Office
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 Spain
	  	 Spain - Guipuzcoa - San Sebastian - Show
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 Spain
	  	 Spain - Barcelona - Sabadell - Distribution
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 Sweden
	  	 Sweden - Stockholm - Eriksgatan - Office
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 Switzerland
	  	 Switzerland - St. Sulpice- Office
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 Turkey
	  	 Turkey - Corlu Tekirdag - Plant
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 LSE
	  	 Turkey
	  	 Turkey - Istanbul - Office
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 AMA
	  	 Australia
	  	 Australia - Adelaide - Plant
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 AMA
	  	 Australia
	  	 Australia - Sydney- Office
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 AMA
	  	 Australia
	  	 Australia - Victoria - Melbourne - Office
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 AMA
	  	 Bangladesh
	  	 Bangladesh - Dhaka - Office
	  	 	[****]*	 

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

											
	 Productive Hours - Corporate Deskside Support
	  	 AMA
	  	 Cambodia
	  	 Cambodia - Levi Strauss Ltd.
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 AMA
	  	 Cambodia
	  	 Cambodia - Phnom Penh
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 AMA
	  	 China
	  	 China - Beijing - Office
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 AMA
	  	 China
	  	 China - Guangzhou - Technical Svs Ctr
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 AMA
	  	 China
	  	 China - Hong Kong - ACFR-APD
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 AMA
	  	 China
	  	 China - Hong Kong - Kai Centre
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 AMA
	  	 China
	  	 China - Shanghai - Office
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 AMA
	  	 China
	  	 China - Shenyang - Sales Office
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 AMA
	  	 Egypt
	  	 Egypt - Cairo - Office
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 AMA
	  	 India
	  	 India - Bangalore - HO
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 AMA
	  	 India
	  	 India - Chennai- Madras
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 AMA
	  	 India
	  	 India - Kolkatta
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 AMA
	  	 India
	  	 India - Mumbai
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 AMA
	  	 India
	  	 India - New Delhi
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 AMA
	  	 Indonesia
	  	 Indonesia - Jakarta
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 AMA
	  	 Indonesia
	  	 Indonesia - Sentul
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 AMA
	  	 Indonesia
	  	 Indonesia - West Java - Finishing
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 AMA
	  	 Japan
	  	 Japan - Aichi - Nagoya - Sales Office
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 AMA
	  	 Japan
	  	 Japan - Fukuoka - Sales Office
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 AMA
	  	 Japan
	  	 Japan - Kashiwa - DC Office
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 AMA
	  	 Japan
	  	 Japan - Osaka - Sales Office
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 AMA
	  	 Japan
	  	 Japan - Tokyo - Office
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 AMA
	  	 Japan
	  	 Japan - Kanegawa - Hiratsuka Dist Center
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 AMA
	  	 South Korea
	  	 Korea - Seoul - Office
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 AMA
	  	 Malaysia
	  	 Malaysia - Kuala Lumpur
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 AMA
	  	 Malaysia
	  	 Malaysia - Selangor Darul Ehsan - Office
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 AMA
	  	 New Zealand
	  	 New Zealand - Auckland - Office
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 AMA
	  	 Pakistan
	  	 Pakistan - Karachi - Office
	  	 	[****]*	 

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

											
	 Productive Hours - Corporate Deskside Support
	  	 AMA
	  	 Pakistan
	  	 Pakistan - Lahore - ACFR
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 AMA
	  	 Philippines
	  	 Philippines - Manila - Makati - Office
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 AMA
	  	 Philippines
	  	 Philippines - Manila - Makati - Plant
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 AMA
	  	 Singapore
	  	 Singapore - Asia Pacific Headquarters
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 AMA
	  	 South Africa
	  	 South Africa - Cape Town - Epping - Plant
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 AMA
	  	 South Africa
	  	 South Africa - Cape Town - Office
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 AMA
	  	 Sri Lanka
	  	 Sri lanka - Colombo
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 AMA
	  	 Taiwan
	  	 Taiwan - Taipei - Sales Office
	  	 	[****]*	 
	 Productive Hours - Corporate Deskside Support
	  	 AMA
	  	 Vietnam
	  	 Vietnam - Hanoi - Ninh Binh
	  	 	[****]*	 

 D) Personnel Projection Matrix (including annual productivity gain) 

 

																							
	 Activities
	  	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Corporate & Retail Service Desk Operations
	  	 On shore
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
		  	 Offshore
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
		  	 Nearshore
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Network Management - Network Operations Center (NOC)
	  	 On shore
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
		  	 Offshore
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
		  	 Nearshore
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Server / Storage Operations - Systems Operations Center (SOC)
	  	 On shore
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
		  	 Offshore
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
		  	 Nearshore
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Corporate Deskside Support
	  	 Arkansas -Bentonville - Sales Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Corporate Deskside Support
	  	 Brazil - Sao Paulo - Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Corporate Deskside Support
	  	 Canada - Richmond Hill - Toronto Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Corporate Deskside Support
	  	 Canada - Etobicoke - Toronto Distribution Center
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Corporate Deskside Support
	  	 Chicago Regional Sales Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Corporate Deskside Support
	  	 Colombia - Medellin - Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Corporate Deskside Support
	  	 DALLAS REGIONAL OFFICE
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Corporate Deskside Support
	  	 Dominican Republic - Santiago - Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Florida - Miami LACFR Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Florida - Weston - Miami LACFR Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

																							
	 Activities
	  	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	Corporate Deskside Support	  	 Genco Distribution - Georgia
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Global Shared Services Eugene - Eugene, Oregon
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Hazelwood - Levi’s Store #454
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Home Based User (I work from my home)
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Kentucky - Hebron - CSC
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Mexico - Aguascalientes
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Mexico - Mexico City - Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Mexico - San Martin Obispo CSC
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Mississippi - Canton CSC
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Milwaukee Sales Office - Two Park Plaza
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Minnesota - Minneapolis - Sales Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 New York - New York Sales Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Nevada - Henderson - Sky Harbor CSC
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 San Francisco - Chestnut Street - Eureka Lab
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 San Francisco - Corovan
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 San Francisco - Haas
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 San Francisco - LS Building (Contractors)
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 San Francisco - LS Building
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 St Louis - Missouri - Sales Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Texas - Frisco - Sales Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Texas - Westlake - Dallas Data Center
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Amsterdam - LVC B.V.
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Austria - Salzburg - LS Germany GmbH
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Belgium - Brussels - Benelux Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Belgium - Brussels - LSEMA Headquarters
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 BELGIUM - LS EUROPE - BORNEM
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Czech Republic - Prague - Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Czech Republic - Brno-Distribution
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Denmark - Copenhagen - Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 England - London - Sales & Marketing
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 England - Northampton - Swan Valley - Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

																							
	 Activities
	  	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	Corporate Deskside Support	  	 Finland - Helsinki - Bulevardi 16 A
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Finland - Helsinki - Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 France - Paris - Showroom
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 France - Velizy - Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Germany - Frankfurt - Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Germany - Heusenstamm - Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Greece - Attica - Athens - Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Greece - Thessaloniki - Kalamaria - Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Hungary - Budapest - Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Hungary - Kiskunhalas - Plant
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Ireland - Dublin - Duke Lane - Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Italy - Milan - Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 LFA France - Roissy
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 LFA Germany - Ratingen
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 LFA Italy - Merone
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 LFA Italy - Milano
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 LFA Spain - Barcelona
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 LFA Switzerland - Balerna
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 LFA Switzerland - Bioggio
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Netherlands - Amsterdam - LVC B.V.
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Netherlands - Amsterdam - Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Norway - Oslo - Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Poland - Plock - Plant
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Poland - Warsaw - Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Portugal - Lisbon- Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Portugal - Porto - Sourcing Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Romania - Bucharest - Stefanini
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Russia - Moscow - Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Spain - Barcelona - Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Spain - Guipuzcoa - San Sebastian - Show
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Spain - Barcelona - Sabadell - Distribution
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Sweden - Stockholm - Eriksgatan - Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Switzerland - St. Sulpice- Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Turkey - Corlu Tekirdag - Plant    
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Turkey - Istanbul - Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Australia - Adelaide - Plant
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Australia - Sydney- Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Australia - Victoria - Melbourne - Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

																							
	 Activities
	  	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	Corporate Deskside Support	  	 Bangladesh - Dhaka - Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Cambodia - Levi Strauss Ltd.
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Cambodia - Phnom Penh
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 China - Beijing - Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 China - Guangzhou - Technical Svs Ctr
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 China - Hong Kong - ACFR-APD
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 China - Hong Kong - Kai Centre
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 China - Shanghai - Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 China - Shenyang - Sales Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Egypt - Cairo - Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 India - Bangalore - HO
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 India - Chennai- Madras
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 India - Kolkatta
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 India - Mumbai
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 India - New Delhi
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Indonesia - Jakarta
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Indonesia - Sentul
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Indonesia - West Java - Finishing
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Japan - Aichi - Nagoya - Sales Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Japan - Fukuoka - Sales Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Japan - Kashiwa - DC Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Japan - Osaka - Sales Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Japan - Tokyo - Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Japan - Kanegawa - Hiratsuka Dist Center
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Korea - Seoul - Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Malaysia - Kuala Lumpur
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Malaysia - Selangor Darul Ehsan - Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 New Zealand - Auckland - Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Pakistan - Karachi - Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Pakistan - Lahore - ACFR
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Philippines - Manila - Makati - Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Philippines - Manila - Makati - Plant
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Singapore - Asia Pacific Headquarters
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 South Africa - Cape Town - Epping - Plant
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 South Africa - Cape Town - Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Sri lanka - Colombo
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Taiwan - Taipei - Sales Office
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Corporate Deskside Support	  	 Vietnam - Hanoi - Ninh Binh
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
		  		  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 
		  	 Total FTE Per Year
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

 E) Pass Through Expenses 

 

																																									
	 	  	 	 	  	 	 	  	 	 	  	 	 	  	 	 	  	 	 	  	Baseline Volume:	 
											
	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 	  	    	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 
	 Total Pass Through Cost Per Year
	  	$	—	 	  	$	—	 	  	$	—	 	  	$	—	 	  	$	—	 	  				  				  				  				  			

 F) Overall Cost: Total FTE and Pass Through Costs Per year 

 

																					
	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Total On-going + Pass Through Cost Per
Year
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
		  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 

 G) FTE Increment 
  

							
	 Activities:
	  	 	  	Volume Per FTE	  	Unit of Measurement
	 Network Management - Network Operations Center (NOC)
	  	Switches	  	TBD	  	Units
	 Network Management - Network Operations Center (NOC)
	  	Routers	  	TBD	  	Units
	 Network Management - Network Operations Center (NOC)
	  	Wireless Controllers    	  	TBD	  	Units
	 Network Management - Network Operations Center (NOC)
	  	Cisco WaaS/SilverPeak	  	TBD	  	Units
	 Network Management - Network Operations Center (NOC)
	  	Analog lines	  	TBD	  	Lines
	 Network Management - Network Operations Center (NOC)
	  	Polycom	  	TBD	  	Units
	 Network Management - Network Operations Center (NOC)
	  	Ip Phone	  	TBD	  	Units
	 Corporate Deskside Support
	  		  	TBD	  	TBD

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

							
	 	  	 Element
	  	 Volume Per FTE
	  	 Unit of Measurement

	 Server / Storage Operations - Systems Operations Center (SOC)
	  	 Windows
	  	 TBD
	  	Instances
	 Server / Storage Operations - Systems Operations Center (SOC)
	  	 Linux
	  	 TBD
	  	Instances
	 Server / Storage Operations - Systems Operations Center (SOC)
	  	 Unix
	  	 TBD
	  	Instances
	 Server / Storage Operations - Systems Operations Center (SOC)
	  	 SAN Storage
	  	 TBD
	  	Arrays
	 Server / Storage Operations - Systems Operations Center (SOC)
	  	 Backup Capacity
	  	 TBD
	  	No. of servers being backed up/ month
	 Server / Storage Operations - Systems Operations Center (SOC)
	  	 Web (IIS /Apache)
	  	 TBD
	  	Sites
	 Server / Storage Operations - Systems Operations Center (SOC)
	  	 New Jobs scheduling
	  	 TBD
	  	New jobs/month
	 Server / Storage Operations - Systems Operations Center (SOC)
	  	 SQL Instances
	  	 TBD
	  	Installations
	 Server / Storage Operations - Systems Operations Center (SOC)
	  	 Oracle Instances
	  	 TBD
	  	Instances
	 Server / Storage Operations - Systems Operations Center (SOC)
	  	 Batch Jobs
	  	 TBD
	  	Job executions
	 Server / Storage Operations - Systems Operations Center (SOC)
	  	 Batch Job Failure Rate
	  	 TBD
	  	Job executions failure
	 Server / Storage Operations - Systems Operations Center (SOC)
	  	 Web ( WebSphere/Web logic)
	  	 TBD
	  	Web Logic & WebSpehere instance
	 Server / Storage Operations - Systems Operations Center (SOC)
	  	 MaX DB Instances
	  	 TBD
	  	Instances
	 Server / Storage Operations - Systems Operations Center (SOC)
	  	 Teradata Instances
	  	 TBD
	  	Instances

  

									
	 	  	 Delivery Location
	  	 Language
	  	Volume Per FTE	  	 Unit of Measurement

	 Corporate & Retail Service Desk Operations
	  	 Mexico
	  	 Brazilian Portuguese
	  	TBD	  	 No. of Users

	 Corporate & Retail Service Desk Operations
	  	 Mexico
	  	 Latin Spanish
	  	TBD	  	 No. of Users

	 Corporate & Retail Service Desk Operations
	  	 Pune
	  	 English
	  	TBD	  	 No. of Users

	 Corporate & Retail Service Desk Operations
	  	 Romania
	  	 Dutch
	  	TBD	  	 No. of Users

	 Corporate & Retail Service Desk Operations
	  	Romania	  	French	  	TBD	  	 No. of Users

	 Corporate & Retail Service Desk Operations
	  	Romania	  	German	  	TBD	  	 No. of Users

	 Corporate & Retail Service Desk Operations
	  	Romania	  	Italian	  	TBD	  	 No. of Users

	 Corporate & Retail Service Desk Operations
	  	Romania	  	Polish	  	TBD	  	 No. of Users

	 Corporate & Retail Service Desk Operations
	  	Romania	  	Portuguese	  	TBD	  	 No. of Users

	 Corporate & Retail Service Desk Operations
	  	Romania	  	Spanish	  	TBD	  	 No. of Users

	 Corporate & Retail Service Desk Operations
	  	Romania	  	Turkish	  	TBD	  	 No. of Users

	 Corporate & Retail Service Desk Operations
	  	Romania	  	Russian	  	TBD	  	 No. of Users

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

									
	 	  	 Delivery Location
	  	 Language
	  	Volume Per FTE	  	 Unit of Measurement

	 Corporate & Retail Service Desk Operations
	  	Romania	  	Czech	  	TBD	  	 No. of Users

	 Corporate & Retail Service Desk Operations
	  	Shanghai	  	Bahasa	  	TBD	  	 No. of Users

	 Corporate & Retail Service Desk Operations
	  	Shanghai	  	Japanese	  	TBD	  	 No. of Users

	 Corporate & Retail Service Desk Operations
	  	Shanghai	  	Korean	  	TBD	  	 No. of Users

	 Corporate & Retail Service Desk Operations
	  	Shanghai	  	Mandarin /Simplified Chinese	  	TBD	  	 No. of Users

	 Corporate & Retail Service Desk Operations
	  	Shanghai	  	Tagalog	  	TBD	  	 No. of Users

 H) Annual Volume 
  

									
	 Activities:
	  	 Element
	  	Annual Volume	 	  	 Unit of Measurement

	 Network Management - Network Operations Center (NOC)
	  	 Switches
	  	 	[****]*	 	  	 Units

	 Network Management - Network Operations Center (NOC)
	  	 Routers
	  	 	[****]*	 	  	 Units

	 Network Management - Network Operations Center (NOC)
	  	 Wireless Controllers
	  	 	[****]*	 	  	 Units

	 Network Management - Network Operations Center (NOC)
	  	 Cisco WaaS/SilverPeak
	  	 	[****]*	 	  	 Units

	 Network Management - Network Operations Center (NOC)
	  	 Analog lines
	  	 	[****]*	 	  	 Lines

	 Network Management - Network Operations Center (NOC)
	  	 Polycom
	  	 	[****]*	 	  	 Units

	 Network Management - Network Operations Center (NOC)
	  	 Ip Phone    
	  	 	[****]*	 	  	 Units

	 Corporate Deskside Support
	  		  	 	TBD	 	  	 TBD

	 Server / Storage Operations - Systems Operations Center (SOC)
	  	 Windows
	  	 	[****]*	 	  	 Instances

	 Server / Storage Operations - Systems Operations Center (SOC)
	  	 Linux
	  	 	[****]*	 	  	 Instances

	 Server / Storage Operations - Systems Operations Center (SOC)
	  	 Unix
	  	 	[****]*	 	  	 Instances

	 Server / Storage Operations - Systems Operations Center (SOC)
	  	 SAN Storage
	  	 	[****]*	 	  	 Arrays

	 Server / Storage Operations - Systems Operations Center (SOC)
	  	 Backup Capacity
	  	 	[****]*	 	  	No. of servers being backed up/month

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

									
	 Activities:
	  	 Element
	  	Annual Volume	 	  	 Unit of Measurement

	 Server / Storage Operations - Systems Operations Center (SOC)
	  	 Web (IIS / Apache)
	  	 	[****]*	 	  	Sites
	 Server / Storage Operations - Systems Operations Center (SOC)
	  	 New Jobs scheduling
	  	 	[****]*	 	  	New jobs/month
	 Server / Storage Operations - Systems Operations Center (SOC)
	  	 SQL Instances
	  	 	[****]*	 	  	Installations
	 Server / Storage Operations - Systems Operations Center (SOC)
	  	 Oracle Instances
	  	 	[****]*	 	  	Instances
	 Server / Storage Operations - Systems Operations Center (SOC)
	  	 Batch Jobs
	  	 	[****]*	 	  	Job executions
	 Server / Storage Operations - Systems Operations Center (SOC)
	  	 Batch Job Failure Rate
	  	 	[****]*	 	  	Job executions failure
	 Server / Storage Operations - Systems Operations Center (SOC)
	  	 Web ( WebSphere/Web logic)
	  	 	[****]*	 	  	Web Logic & WebSpehere instance
	 Server / Storage Operations - Systems Operations Center (SOC)
	  	 MaX DB Instances
	  	 	[****]*	 	  	Instances
	 Server / Storage Operations - Systems Operations Center (SOC)
	  	 Teradata Instances
	  	 	[****]*	 	  	Instances

  

											
	 	  	Delivery Location	  	Language	  	 	 	  	 
	 Corporate & Retail Service Desk Operations
	  	Mexico	  	Brazilian Portuguese	  	 	[****]*	 	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Mexico	  	Latin Spanish	  	 	[****]*	 	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Pune	  	English	  	 	[****]*	 	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Romania    	  	Dutch	  	 	[****]*	 	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Romania	  	French	  	 	[****]*	 	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Romania	  	German	  	 	[****]*	 	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Romania	  	Italian	  	 	[****]*	 	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Romania	  	Polish	  	 	[****]*	 	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Romania	  	Portuguese	  	 	[****]*	 	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Romania	  	Spanish	  	 	[****]*	 	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Romania	  	Turkish	  	 	[****]*	 	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Romania	  	Russian	  	 	[****]*	 	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Romania	  	Czech	  	 	[****]*	 	  	No. of Users

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

											
	 	  	Delivery Location	  	Language	  	 	 	  	 
	 Corporate & Retail Service Desk Operations
	  	Shanghai	  	Bahasa	  	 	[****]*	 	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Shanghai	  	Japanese	  	 	[****]*	 	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Shanghai	  	Korean	  	 	[****]*	 	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Shanghai	  	Mandarin /Simplified
Chinese	  	 	[****]*	 	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Shanghai	  	Tagalog	  	 	[****]*	 	  	No. of Users

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

 Exhibit 4.3- Pricing Tables - Information Technology -
Infrastructure Retail 
 Global Pricing Exhibit 

A) Pricing Table: Cost per store 
  

																													
	 Activities:
	  	Region:	  	Country:	  	Price per Store
per Year (USD)
- Owned &
Operated and
Franchised
Stores	 	  	# of
Owned &
Operated
and
Franchised
Stores	 	  	Price per
Dispatch
to O&O &
Franchised
Stores
(USD)	 	  	# Dispatches
Per Year
Per Store
(O&O and
Franchised
Stores)	 	  	Price Per
Store
Installation	 	  	Number of
Installations	 
	Retail Store Services	  	LSA	  	Brazil	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	LSA	  	Canada	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	LSA	  	Mexico	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	LSA	  	United States	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	LSE	  	Andorra	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	LSE	  	Austria	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	LSE	  	Belgium	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	LSE	  	Czech Republic &
Slovakia	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	LSE	  	Denmark	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	LSE	  	Estonia	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	LSE	  	United Kingdom	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	LSE	  	Finland	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	LSE	  	France	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	LSE	  	Germany	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	LSE	  	Greece	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	LSE	  	Hungary	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	LSE	  	Iceland	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	LSE	  	Ireland	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	LSE	  	Italy	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	LSE	  	Latvia	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	LSE	  	Lithuania	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	LSE	  	Malta	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	LSE	  	Morocco	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	LSE	  	Netherlands	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	LSE	  	Norway	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	LSE	  	Poland	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	LSE	  	Portugal	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	LSE	  	Romania	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	LSE	  	Russia	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	LSE	  	Spain (including
Canary Islands)	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	LSE	  	Sweden	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	LSE	  	Switzerland	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	LSE	  	Turkey	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	AMA	  	Australia	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	AMA	  	Bangladesh	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	AMA	  	Cambodia	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	AMA	  	China	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	AMA	  	Hong Kong	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	AMA	  	India	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	AMA	  	Indonesia	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	AMA	  	Japan	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	AMA	  	Malaysia	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	AMA	  	New Zealand	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	AMA	  	Pakistan	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	AMA	  	Philippines	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	AMA	  	Singapore	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	AMA	  	South
Africa	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	AMA	  	South Korea	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

																													
	 Activities:
	  	Region:	  	Country:	  	Price per Store
per Year (USD)
- Owned &
Operated and
Franchised
Stores	 	  	# of
Owned &
Operated
and
Franchised
Stores	 	  	Price per
Dispatch
to O&O &
Franchised
Stores
(USD)	 	  	# Dispatches
Per Year
Per Store
(O&O and
Franchised
Stores)	 	  	Price Per
Store
Installation	 	  	Number of
Installations	 
	Retail Store Services	  	AMA	  	Sri Lanka	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	AMA	  	Taiwan	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	Retail Store Services	  	AMA	  	Vietnam	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 

 B) Pass Through Expenses 
  

																																													
	 	  	 	 	  	 	 	  	 	 	  	 	 	  	 	 	  	 	 	  	Baseline Volume:	 
												
	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 	  	    	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Total Pass Through Cost Per Year
	  	$	 —	 	  	$	 —	 	  	$	 —	 	  	$	 —	 	  	$	 —	 	  				  				  				  				  				  			

 C) Overall Cost: Total FTE and Pass Through Costs Per year 

 

																					
	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Total On-going + Pass Through Cost Per
Year
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
		  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 

 D) Annual Volume 
  

																									
	 	  	LSA +LSA MXBR	 	  	LSE	 	  	AMA	 	  	Store Open, Close,
Remodel	 	  	Total	 	  	Total +10%	 
	 Break Fix
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 IMAC
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 DSS
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Store Opening
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
		  				  				  				  				  	  
	  
	 	  	  
	  
	 
		  				  				  				  				  	 	[****]*	 	  	 	[****]*	 
		  				  				  				  				  	  
	  
	 	  	  
	  
	 

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 
  

 MASTER SERVICES AGREEMENT 

By and Between 
 Levi
Strauss & Co. 
 And 

Wipro Limited 

November 7, 2014 

Exhibit 4 
 Pricing Tables

 Attachment 4.1.4 

Customer Services 

  

	*	 Certain information in this exhibit has been omitted and filed separately with the Securities and Exchange
Commission. Confidential treatment has been requested with respect to the omitted portions marked with [****]*. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 
  

 Exhibit 4.1.4—Pricing Tables—Customer Service 

LSA Pricing Exhibit 
 A) Annual Productivity Gains

  

																					
	 Activities:
	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Order Management
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Preliminary Order Processing (POP)
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Dispute Management
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Returns
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Reporting
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Other Customer Services Activities
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*

 B) Pricing Table—Cost Per Hour FTE 

 

													
	 Activities:
	  	On shore	 	  	Offshore	 	  	Nearshore	 
	 Order Management
	  	 	[****]	*	  	 	[****]	*	  	 	[****]	*
	 Preliminary Order Processing (POP)
	  	 	[****]	*	  	 	[****]	*	  	 	[****]	*
	 Dispute Management
	  	 	[****]	*	  	 	[****]	*	  	 	[****]	*
	 Returns
	  	 	[****]	*	  	 	[****]	*	  	 	[****]	*
	 Reporting
	  	 	[****]	*	  	 	[****]	*	  	 	[****]	*
	 Other Customer Services Activities
	  	 	[****]	*	  	 	[****]	*	  	 	[****]	*

 C) Productive Hours 
  

					
	 Productive Hours
	  	 	[****]	*

 D) Personnel Projection Matrix (including annual productivity gain) 

 

																							
	 Activities
	  	 	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Order Management
	  	On shore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	Offshore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	Nearshore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Preliminary Order Processing (POP)
	  	On shore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	Offshore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	Nearshore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Dispute Management
	  	On shore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	Offshore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	Nearshore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Returns
	  	On shore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	Offshore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	Nearshore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Reporting
	  	On shore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	Offshore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	Nearshore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Other Customer Services Activities
	  	On shore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	Offshore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	Nearshore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	Total FTE Per Year	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 
  

 E) Pass Through Expenses 

 

																																									
	 	  	 	 	  	 	 	  	 	 	  	 	 	  	 	 	  	Baseline Volume:	 
	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Mailroom & Scanning—Solution to be defined
	  				  				  				  				  				  	 	TBD	 	  	 	TBD	 	  	 	TBD	 	  	 	TBD	 	  	 	TBD	 
	 Outbound Calls & Call Forwarding—Solution to be defined
	  				  				  				  				  				  	 	TBD	 	  	 	TBD	 	  	 	TBD	 	  	 	TBD	 	  	 	TBD	 
		  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  				  				  				  				  			
	 Total Pass Through Cost Per Year
	  	$	—  		  	$	—  		  	$	—  		  	$	—  		  	$	—  		  				  				  				  				  			

 F) Overall Cost: Total FTE and Pass Through Costs Per year 

 

																					
	 	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Total On-going + Pass Through Cost Per
Year
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 

 G) FTE Increment 
  

					
	 Activities:
	  	Volume Per FTE	  	Unit of Measurement
	 Order Management
	  	TBD	  	TBD
	 Preliminary Order Processing (POP)
	  	TBD	  	TBD
	 Dispute Management
	  	TBD	  	TBD
	 Returns
	  	TBD	  	TBD
	 Reporting
	  	TBD	  	TBD
	 Other Customer Services Activities
	  	TBD	  	TBD

 H) Annual Volume 
  

									
	 Activities:
	  	Annual Volume	 	  	Units of Measurement	 
	 Order Management
	  	 	[****]	*	  	 	[****]	*
	 Preliminary Order Processing (POP)
	  	 	TBD	 	  	 	TBD	 
	 Dispute Management
	  	 	TBD	 	  	 	TBD	 
	 Returns
	  	 	TBD	 	  	 	TBD	 
	 Reporting
	  	 	TBD	 	  	 	TBD	 
	 Other Customer Services Activities
	  	 	TBD	 	  	 	TBD	 

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 
  

 Exhibit 4.1.4—Pricing Tables—Customer Service 

LSE Pricing Exhibit 
 A) Annual Productivity Gains

  

																					
	 Activities:
	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Order Management
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Preliminary Order Processing (POP)
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Dispute Management
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Returns
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Reporting
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Other Customer Services Activities
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*

 B) Pricing Table—Cost Per Hour FTE 

 

													
	 Activities:
	  	On shore	 	  	Offshore	 	  	Nearshore	 
	 Order Management
	  	 	[****]	*	  	 	[****]	*	  	 	[****]	*
	 Preliminary Order Processing (POP)
	  	 	[****]	*	  	 	[****]	*	  	 	[****]	*
	 Dispute Management
	  	 	[****]	*	  	 	[****]	*	  	 	[****]	*
	 Returns
	  	 	[****]	*	  	 	[****]	*	  	 	[****]	*
	 Reporting
	  	 	[****]	*	  	 	[****]	*	  	 	[****]	*
	 Other Customer Services Activities
	  	 	[****]	*	  	 	[****]	*	  	 	[****]	*

 C) Productive Hours 
  

					
	 Productive Hours
	  	 	[****]	*

 D) Personnel Projection Matrix (including annual productivity gain) 

 

																							
	 Activities
	  	 	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Order Management
	  	On shore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	Offshore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	Nearshore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Preliminary Order Processing (POP)
	  	On shore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	Offshore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	Nearshore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Dispute Management
	  	On shore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	Offshore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	Nearshore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Returns
	  	On shore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	Offshore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	Nearshore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Reporting
	  	On shore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	Offshore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	Nearshore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Other Customer Services Activities
	  	On shore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	Offshore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	Nearshore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 
		  	Total FTE Per Year	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 
  

 E) Pass Through Expenses 

 

																																									
	 	  	 	 	  	 	 	  	 	 	  	 	 	  	 	 	  	Baseline Volume:	 
	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Mailroom & Scanning—Solution to be defined
	  				  				  				  				  				  	 	TBD	 	  	 	TBD	 	  	 	TBD	 	  	 	TBD	 	  	 	TBD	 
	 Outbound Calls & Call Forwarding—Solution to be defined
	  				  				  				  				  				  	 	TBD	 	  	 	TBD	 	  	 	TBD	 	  	 	TBD	 	  	 	TBD	 
		  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  				  				  				  				  			
	 Total Pass Through Cost Per Year
	  	$	—  		  	$	—  		  	$	—  		  	$	—  		  	$	—  		  				  				  				  				  			

 F) Overall Cost: Total FTE and Pass Through Costs Per year 

 

																					
	 	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Total On-going + Pass Through Cost Per
Year
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 

 G) FTE Increment 
  

					
	 Activities:
	  	Volume Per FTE	  	Unit of Measurement
	 Order Management
	  	TBD	  	TBD
	 Preliminary Order Processing (POP)
	  	TBD	  	TBD
	 Dispute Management
	  	TBD	  	TBD
	 Returns
	  	TBD	  	TBD
	 Reporting
	  	TBD	  	TBD
	 Other Customer Services Activities
	  	TBD	  	TBD

 H) Annual Volume 
  

							
	 Activities:
	  	Annual Volume	 	  	 Units of Measurement

	 Order Management
	  	 	[****]	*	  	Orders including “at once” and “pre-book” orders. TBC during TA/KA
	 Preliminary Order Processing (POP)
	  	 	TBD	 	  	TBD
	 Dispute Management
	  	 	TBD	 	  	TBD
	 Returns
	  	 	[****]	*	  	Returns
	 Reporting
	  	 	TBD	 	  	TBD
	 Other Customer Services Activities
	  	 	TBD	 	  	TBD

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

 Exhibit 4.1.4—Pricing Tables—Customer Service 

AMA Pricing Exhibit 
 A) Annual Productivity Gains

  

																					
	 Activities:
	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Order Management
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Preliminary Order Processing (POP)
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Dispute Management
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Returns
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Reporting
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Other Customer Services Activities
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*

 B) Pricing Table—Cost Per Hour FTE 

 

													
	 Activities:
	  	On shore	 	  	Offshore	 	  	Nearshore	 
	 Order Management
	  	 	[****]	*	  	 	[****]	*	  	 	[****]	*
	 Preliminary Order Processing (POP)
	  	 	[****]	*	  	 	[****]	*	  	 	[****]	*
	 Dispute Management
	  	 	[****]	*	  	 	[****]	*	  	 	[****]	*
	 Returns
	  	 	[****]	*	  	 	[****]	*	  	 	[****]	*
	 Reporting
	  	 	[****]	*	  	 	[****]	*	  	 	[****]	*
	 Other Customer Services Activities
	  	 	[****]	*	  	 	[****]	*	  	 	[****]	*

 C) Productive Hours 
  

					
	 Productive Hours
	  	 	[****]	*

 D) Personnel Projection Matrix (including annual productivity gain) 

 

																							
	 Activities
	  	 	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Order Management
	  	On shore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	Offshore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	Nearshore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Preliminary Order Processing (POP)
	  	On shore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	Offshore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	Nearshore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Dispute Management
	  	On shore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	Offshore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	Nearshore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Returns
	  	On shore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	Offshore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	Nearshore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Reporting
	  	On shore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	Offshore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	Nearshore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Other Customer Services Activities
	  	On shore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	Offshore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	Nearshore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 
		  	Total FTE Per Year	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

 E) Pass Through Expenses 

 

																																									
	 	  	 	 	  	 	 	  	 	 	  	 	 	  	 	 	  	Baseline Volume:	 
	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Mailroom & Scanning—Solution to be defined
	  				  				  				  				  				  	 	TBD	 	  	 	TBD	 	  	 	TBD	 	  	 	TBD	 	  	 	TBD	 
	 Outbound Calls & Call Forwarding—Solution to be defined
	  				  				  				  				  				  	 	TBD	 	  	 	TBD	 	  	 	TBD	 	  	 	TBD	 	  	 	TBD	 
		  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  				  				  				  				  			
	 Total Pass Through Cost Per Year
	  	$	—  	 	  	$	—  	 	  	$	—  	 	  	$	—  	 	  	$	—  	 	  				  				  				  				  			

 F) Overall Cost: Total FTE and Pass Through Costs Per year 

 

																					
	 	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Total On-going + Pass Through Cost Per
Year
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 

 G) FTE Increment 
  

					
	 Activities:
	  	Volume Per FTE	  	Unit of Measurement
	 Order Management
	  	TBD	  	TBD
	 Preliminary Order Processing (POP)
	  	TBD	  	TBD
	 Dispute Management
	  	TBD	  	TBD
	 Returns
	  	TBD	  	TBD
	 Reporting
	  	TBD	  	TBD
	 Other Customer Services Activities
	  	TBD	  	TBD

 H) Annual Volume 
  

							
	 Activities:
	  	Annual Volume	 	 	Unit of Measurement
	 Order Management
	  	 	[	****]*	 	Orders (EDI & Manual)
	 Preliminary Order Processing (POP)
	  	 	TBD	 	 	TBD
	 Dispute Management
	  	 	TBD	 	 	TBD
	 Returns
	  	 	[	****]*	 	Returns
	 Reporting
	  	 	TBD	 	 	TBD
	 Other Customer Services Activities
	  	 	TBD	 	 	TBD

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

 Exhibit 4.1.4—Pricing Tables—Customer Service 

Volume Details 
 A) LSA 

Below are sales document count and split of manual orders, volumes are only for America region it doesn’t include Canada and Mexico volumes 

LSUS 
  

																	
	 	  	Total Ordered
Units - Manual
Orders	 	 	Manual Sales
Docs Count	 
	 Month
	  	2013	 	 	2014	 	 	2013	 	 	2014	 
	 Jan
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Feb
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Mar
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Apr
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 May
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Jun
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Jul
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Aug
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Sep
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Oct
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Nov
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Dec
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 
	 Total
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 

 LSM (Mexico) 
  

																	
	 	  	Total Ordered
Units - Manual
Orders	 	 	Manual Sales
Docs Count	 
	 Month
	  	2013	 	 	2014	 	 	2013	 	 	2014	 
	 Jan
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Feb
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Mar
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Apr
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 May
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Jun
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Jul
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Aug
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Sep
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Oct
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Nov
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Dec
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 
	 Total
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

 B) LSE 

Orders volumes are for the time window NOV, 28, 2013 - OCT, 14, 2014 (for detailed split by order type please refer to attached spreadsheet) 

Return Orders are for the time window NOV, 28, 2013 - Sep, 30, 2014 

Credit note volumes are [****]* a year, this may be subject to increase once all customer claims are entered via dispute tool in alignment with LSUS
process. Split by region is not available 
  

																																													
	 Sales Doc / Orders
	  	BeNo	 	 	EE	 	 	France	 	 	GAS	 	 	Greece	 	 	HQ	 	 	Italy	 	 	Spain	 	 	Turkey	 	 	UK	 	 	Total:	 
	 At Once Orders:
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Pre Book Orders
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 				 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Totals
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 
												
	 Returns
	  	BeNo	 	 	EE	 	 	France	 	 	GAS	 	 	Greece	 	 	HQ	 	 	Italy	 	 	Spain	 	 	Turkey	 	 	UK	 	 	Total:	 
	 Returns Count
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*

 C) AMA (FY 2013) 

Below are sales documents volumes (FY2013) for AMA regions all countries 
  

																									
	 Sales Order Type
	  	India	 	 	Pakistan	 	 	South Africa	 	 	China	 	 	Hong Kong	 	 	Taiwan	 
	 Standard Orders
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Contracts
	  	 	[****]	*	 				 	 	[****]	*	 	 	[****]	*	 				 	 	[****]	*
	 Free Goods/Samples
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Returns
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 
	 Grand Total
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 
							
	 Sales Order Type
	  	Indonesia	 	 	Malaysia	 	 	Philippines	 	 	ANZ	 	 	Japan	 	 	Korea	 
	 Standard Orders
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Contracts
	  				 				 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Free Goods/Samples
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Returns
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 
	 Grand Total
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 

  

	*	 Confidential treatment is requested for the language which has been marked. Such language has been deleted from
the copy filed with the Securities and Exchange Commission. 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

Confidential 
 Execution
Version 
  

 MASTER SERVICES AGREEMENT 

By and Between 
 Levi
Strauss & Co. 
 And 

Wipro Limited 

November 7, 2014 

Exhibit 4 
 Pricing Tables

 Attachment 4.1.5 

Consumer Relations 

  

			
	 *  Certain information in this exhibit has been omitted and filed
separately with the Securities and Exchange Commission. Confidential treatment has been requested with respect to the omitted portions marked with [****]*.

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

 Exhibit 4.1.5—Pricing Tables—Consumer Relations 

LSE Pricing Exhibit 
 A) Annual Productivity Gains

  

																					
	 Activities:
	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Contact Handling & Resolution
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*

 B) Pricing Table—Cost Per Hour FTE 

 

													
	 Activities:
	  	On shore	 	  	Offshore	 	  	Nearshore	 
	 Contact Handling & Resolution
	  	 	[****]	*	  	 	[****]	*	  	 	[****]	*

 C) Productive Hours 
  

					
	 Productive Hours
	  	 	[****]	*

 D) Personnel Projection Matrix (including annual productivity gain) 

 

																							
	 Activities
	  	 	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Contact Handling & Resolution
	  	On shore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	Offshore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	Nearshore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 
		  	Total FTE Per Year	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*

 E) Pass Through Expenses 
  

																																									
	 	  	 	 	  	 	 	  	 	 	  	 	 	  	 	 	  	Baseline Volume:	 
	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Outbound Calls & Call Forwarding—Solution to be defined
	  				  				  				  				  				  	 	TBD	 	  	 	TBD	 	  	 	TBD	 	  	 	TBD	 	  	 	TBD	 
		  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  				  				  				  				  			
	Total Pass Through Cost Per Year	  	$—  	 	  	$—  	 	  	$—  	 	  	$—  	 	  	$—  	 	  	 	 	  	 	 	  	 	 	  	 	 	  	 	 

  

			
	 *  Confidential treatment is requested for the language which has been
marked. Such language has been deleted from the copy filed with the Securities and Exchange Commission.

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

 F) Overall Cost: Total FTE and Pass Through Costs Per year 

 

																					
	 	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Total On-going + Pass Through Cost Per
Year
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 

 G) FTE Increment 
  

									
	 Activities:
	  	Volume Per FTE	 	  	Unit of Measurement	 
	 Contact Handling & Resolution
	  	 	TBD	 	  	 	TBD	 

 H) Annual Volume 
  

									
	 Activities:
	  	Annual Volume	 	  	Units of Measurement	 
	 Contact Handling & Resolution
	  	 	TBD	 	  	 	TBD	 

  

			
	 *  Confidential treatment is requested for the language which has been
marked. Such language has been deleted from the copy filed with the Securities and Exchange Commission.

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

 Exhibit 4.1.5—Pricing Tables—Consumer Relations 

AMA Pricing Exhibit 
 A) Annual Productivity Gains

  

																					
	 Activities:
	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Contact Handling & Resolution
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*

 B) Pricing Table—Cost Per Hour FTE 

 

													
	 Activities:
	  	On shore	 	  	Offshore	 	  	Nearshore	 
	 Contact Handling & Resolution
	  	 	[****]	*	  	 	[****]	*	  	 	[****]	*

 C) Productive Hours 
  

					
	 Productive Hours
	  	 	[****]	*

 D) Personnel Projection Matrix (including annual productivity gain) 

 

																							
	 Activities
	  	 	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Contact Handling & Resolution
	  	On shore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	Offshore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  	Nearshore	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
		  		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 
		  	Total FTE Per Year	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*

 E) Pass Through Expenses 
  

																																									
	 	  	 	 	  	 	 	  	 	 	  	 	 	  	 	 	  	Baseline Volume:	 
	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Outbound Calls & Call Forwarding—Solution to be defined
	  				  				  				  				  				  	 	TBD	 	  	 	TBD	 	  	 	TBD	 	  	 	TBD	 	  	 	TBD	 
		  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  				  				  				  				  			
	Total Pass Through Cost Per Year	  	$—  	 	  	$—  	 	  	$—  	 	  	$—  	 	  	$—  	 	  	 	 	  	 	 	  	 	 	  	 	 	  	 	 

  

			
	 *  Confidential treatment is requested for the language which has been
marked. Such language has been deleted from the copy filed with the Securities and Exchange Commission.

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

 F) Overall Cost: Total FTE and Pass Through Costs Per year 

 

																					
	 	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Total On-going + Pass Through Cost Per
Year
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*

 G) FTE Increment 
  

									
	 Activities:
	  	Volume Per FTE	 	  	Unit of Measurement	 
	 Contact Handling & Resolution
	  	 	TBD	 	  	 	TBD	 

 H) Annual Volume 
  

									
	 Activities:
	  	Annual Volume	 	  	Units of Measurement	 
	 Contact Handling & Resolution
	  	 	TBD	 	  	 	TBD	 

  

			
	 *  Confidential treatment is requested for the language which has been
marked. Such language has been deleted from the copy filed with the Securities and Exchange Commission.

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

Confidential 
 Execution
Version 
  

 MASTER SERVICES AGREEMENT* 

By and Between 
 Levi
Strauss & Co. 
 And 

Wipro Limited 

November 7, 2014 

Exhibit 4 
 Pricing Tables

 Attachment 4.1.6 

Termination Charges 

  

			
	 *  Certain information in this exhibit has been omitted and filed
separately with the Securities and Exchange Commission. Confidential treatment has been requested with respect to the omitted portions marked with [****]*.

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

 Exhibit 4.1.6—Pricing Tables—Termination Charges 

From Sept 18, 2014 Due Diligence 
  

																																																	
	 	  	Month 1	 	 	Month 2	 	 	Month 3	 	 	Month 4	 	 	Month 5	 	 	Month 6	 	 	Month 7	 	 	Month 8	 	 	Month 9	 	 	Month 10	 	 	Month 11	 	 	Month 12	 
	 Year 1
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Year 2
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Year 3
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Year 4
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*
	 Year 5
	  	 	[****]	*	 	 	[****]	*	 	 	[****]	* 	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*	 	 	[****]	*

  

			
	 *  Confidential treatment is requested for the language which has been
marked. Such language has been deleted from the copy filed with the Securities and Exchange Commission.

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Confidential 
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 MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 5 

GOVERNANCE 

  

			
		  	

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 TABLE OF CONTENTS 

 

											
	 1.
	  	 	Introduction	  	 	1	 
		  	 	1.1	 	  	Purpose	  	 	1	 
		  	 	1.2	 	  	References	  	 	1	 
		  	 	1.3	 	  	Definitions	  	 	1	 
			
	 2.
	  	 	Relationship Management	  	 	1	 
				
		  	 	2.1	 	  	Framework	  	 	1	 
		  	 	2.2	 	  	Facilitation of Relationship	  	 	1	 
		  	 	2.3	 	  	Relationship Management Teams	  	 	1	 
		  	 	2.4	 	  	Annual Review	  	 	1	 
		  	 	2.5	 	  	Meeting Location, Agenda and Minutes	  	 	1	 
			
	 3.
	  	 	Agreement Governance	  	 	2	 
				
		  	 	3.1	 	  	Overall	  	 	2	 
		  	 	3.2	 	  	Executive Steering Committee	  	 	2	 
		  	 	3.3	 	  	Quarterly Business Review	  	 	3	 
		  	 	3.4	 	  	Annual Strategic Review	  	 	3	 
		  	 	3.5	 	  	Service Performance Meetings	  	 	3	 
		  	 	3.6	 	  	Overall Contractor Facilitation Meetings	  	 	4	 
			
	 4.
	  	 	Service Category Governance	  	 	4	 
				
		  	 	4.1	 	  	General	  	 	4	 
		  	 	4.2	 	  	Additional Key Roles	  	 	4	 
		  	 	4.3	 	  	Service Category Regional Tower Lead Committee Meeting	  	 	5	 
		  	 	4.4	 	  	Global Process Lead Meetings	  	 	5	 
		  	 	4.5	 	  	Core Team Review: Internal & External	  	 	5	 
		  	 	4.6	 	  	Service Level Review	  	 	6	 
		  	 	4.7	 	  	Weekly Function Update	  	 	6	 
		  	 	4.8	 	  	Daily Process Update	  	 	7	 
			
	 5.
	  	 	Service Delivery Processes	  	 	7	 
				
		  	 	5.1	 	  	Overall Processes; Process Improvement	  	 	7	 
		  	 	5.2	 	  	Process for Transformation of Service Delivery Processes	  	 	7	 
		  	 	5.3	 	  	Process Improvement	  	 	7	 
			
	 6.
	  	 	Acceptance	  	 	8	 
				
		  	 	6.1	 	  	Acceptance Criteria and Testing	  	 	8	 
		  	 	6.2	 	  	Failure to Pass Acceptance Testing	  	 	8	 
		  	 	6.3	 	  	Acceptance	  	 	8	 
			
	 7.
	  	 	Contract Change Process	  	 	8	 
				
		  	 	7.1	 	  	In General	  	 	8	 
		  	 	7.2	 	  	Contract Change Request Notices	  	 	9	 
		  	 	7.3	 	  	Contract Change Request Log	  	 	9	 
		  	 	7.4	 	  	Coordination	  	 	9	 
		  	 	7.5	 	  	Prioritization of Contract Changes	  	 	9	 
		  	 	7.6	 	  	Non-Chargeable Contract Change	  	 	10	 

  

			
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	1.	 INTRODUCTION. 

 

	1.1	 Purpose. This Exhibit describes the governance framework to be established by LS&Co. and Supplier to
manage the relationship between them. 

  

	1.2	 References. References to an “Attachment,” “Appendix,” “Section” or
“Article” shall be to such Attachment or Appendix to, or Section or Article of, this Exhibit unless otherwise provided. A reference to this “Exhibit” includes a reference to the Attachments and Appendices attached hereto.

  

	1.3	 Definitions. As used in this Exhibit, capitalized terms shall have the meanings set forth in
Exhibit 1. Other terms used in this Exhibit are defined where they are used and have the meanings there indicated. The following terms shall have the meaning set out below: 

 

	 	(a)	 “Acceptance Testing Period” has the meaning given in Section 6.3.

  

	 	(b)	 “Annual Review” has the meaning given in Section 2.4.

  

	 	(c)	 “Contract Change Log” has the meaning given in Section 7.3.

  

	 	(d)	 “Contract Change Request” has the meaning given in Section 7.2.

  

	 	(e)	 “Contractor Facilitation Meeting” has the meaning given in
Section 3.6. 

  

	 	(f)	 “Nonconformity” has the meaning given in Section 6.2.

  

	 	(g)	 “Process Improvement Team” has the meaning given in Section 5.3.

  

	 	(h)	 “Regional Service Delivery Manager” has the meaning given in
Section 4.2(a). 

  

	 	(i)	 “Service Category Regional Tower Lead Committee” has the meaning given in
Section 4.3. 

  

	 	(j)	 “Supplier Delivery Processes” has the meaning given in Section 5.1.

  

	2.	 RELATIONSHIP MANAGEMENT. 

 

	2.1	 Framework. The governance framework detailed herein provides a set of principles, guidelines and
processes for the management of the relationship between the Parties and establishes the key regular meetings to be instituted by the Parties. The framework establishes governance process at an Agreement level as well as for each Service Category.

  

	2.2	 Facilitation of Relationship. The governance framework is designed to encourage a productive working
relationship between the Parties and establish the basis within which the Parties can manage the provision of the Services by Supplier, identify issues early and manage and resolve the challenges that may arise from time to time. Additionally, the
governance framework is intended to encourage alignment between the Services and the strategic objectives of LS&Co. In order to foster such a relationship each Party shall: (a) appoint and utilize governance personal with the appropriate
communication, interpersonal and management skills; (b) establish effective communication at all levels; (c) work towards an open relationship between the respective team members that is consistent with the nature of the engagement; and
(d) foster mutual trust, understanding and openness consistent with the nature of the engagement. 

  

	2.3	 Relationship Management Teams. The Parties shall establish and maintain relationship management teams
that are necessary to support the performance and delivery of the Services. 

  

	2.4	 Annual Review. Following the end of each Contract Year, LS&Co. and Supplier (acting respectively
through the LS&Co. Governance Executive and the Supplier Governance Executive) shall meet to review jointly the overall operation of the Agreement and the performance of the Services (the “Annual Review”). As part of the Annual
Review: (a) the Parties shall review whether the Services continue to meet LS&Co.’s strategic information technology and business requirements; (b) Supplier shall proactively advise and provide guidance to LS&Co. with regard
to technology trends relevant to LS&Co.’s business requirements and new technologies which could support LS&Co.’s competitiveness; (c) Supplier shall proactively identify and propose technology, process and performance
improvements and gain-share cost reduction opportunities; (d) the Parties shall review Supplier’s performance of the Services; (e) the Parties shall review any disputes arising during the previous 12 

  

			
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months, including any outstanding issues, and identify any appropriate future improvements; and (f) the Parties shall review any other matters reasonably requested by either Party. In
preparing for the Annual Review, Supplier shall collate performance and other relevant data relating to the previous 12 months together with such additional reports and information as may reasonably be requested by LS&Co. in order for the
Parties to carry out the Annual Review. Within 10 business days following the Annual Review, Supplier shall prepare a report of the results of the Annual Review. LS&Co.’s reasonable comments and changes will be incorporated into such report
and the final report will be subject to LS&Co.’s approval. 

  

	2.5	 Meeting Location, Agenda and Minutes. During the Term, representatives of the Parties shall meet at
LS&Co.’s offices with remote representatives participating via teleconference periodically or as requested by LS&Co. to discuss matters arising under the Agreement. Each Party shall bear its own costs in connection with the attendance
and participation of such Party’s representatives in such meetings. For each meeting, Supplier shall prepare and distribute an agenda sufficiently in advance of each such meeting to give participants an opportunity to prepare for the meeting.
Supplier shall incorporate into such agenda items that LS&Co. desires to discuss. In addition, Supplier shall prepare and circulate minutes promptly after a meeting. 

 

	3.	 AGREEMENT GOVERNANCE. 

 

	3.1	 Overall. Overall governance of the Agreement shall be performed in accordance with the following.

  

	3.2	 Executive Steering Committee. Executive Steering Committee meetings shall be held in the manner set
forth in the following table, with the first such meeting being held within 2 months after the Effective Date: 

  

			
	 Executive Steering Committee
Meetings

	Frequency	  	Quarterly or such other time period agreed to by the Parties.
	Purpose	  	 •  Provide guidance on overall relationship and strategic direction

•  Review Performance Indicators against previously set goals and meet with specialists and
supervisors to gain feedback
 •  Approve proposed initiatives

•  Approve recommendations as required

•  Approve Contract Change Requests

•  Discuss and resolve escalated issues

		
	Members	  	 Supplier:

•  Supplier Chief Executive

•  Supplier Governance Executive

•  Supplier Executive Sponsor

 
 LS&Co.:

•  LS&Co. Chief Financial Officer

•  LS&Co. Regional President(s)

•  LS&Co. Chief Information Officer

•  LS&Co. Controller

•  LS&Co. GBS Lead
  

LS&Co. shall designate one of its representatives on the Executive Steering Committee to act as the chair of the Executive Steering
Committee.

  

			
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	3.3	 GBS Leadership Team Review. GBS Leadership Team Review meetings shall be held in the manner set forth in
the following table, with the first such meeting being held within 3 months after the Effective Date: 

  

			
	 GBS Leadership Team Review

	Frequency	  	Quarterly or such other time period agreed to by the Parties.
	Purpose	  	 •  Review Performance Indicators against previously set goals and meet with
specialists and supervisors to gain feedback
 •  Approve proposed initiatives

		
	Members	  	 Supplier:

•  Supplier Chief Executive

•  Supplier Executive Sponsor

•  Supplier Governance Executive

 
 LS&Co.:

•  LS&Co. Chief Information Officer

•  LS&Co. Global Controller

•  LS&Co. GBS Lead

•  LS&Co. Chief Human Resource Officer

•  LS&Co. Transition Lead

•  LS&Co. Customer Service Lead

  

	3.4	 Annual Strategic Review. Annual Strategic Review meetings shall be held in the manner set forth in the
following table, with the first such meeting being held within 12 months after the Effective Date: 

  

			
	 Annual Strategic Review

	 Frequency
	  	Annually or such other time period agreed to by the Parties.
	Purpose	  	 •  Review Performance Indicators against previously set goals and meet with
specialists and supervisors to gain feedback
 •  Approve proposed initiatives

•  Establish program goals for the upcoming year

		
	Members	  	 Supplier:

•  Supplier Chief Executive

•  Supplier Executive Sponsor

•  Supplier Governance Executive

 
 LS&Co.:

•  LS&Co. Chief Executive Officer

•  LS&Co. Chief Financial Officer

•  LS&Co. GBS Lead

  

	3.5	 Service Performance Meetings. The Parties shall establish regular meetings to review Supplier’s
overall performance, delivery of the Services, and financial performance. Within 30 days of the Effective Date, the LS&Co. Governance Executive and the Supplier Governance Executive shall appoint appropriate representatives to participate in the
service performance meetings, which shall also include the members listed in the table below. Service performance meetings shall be held in the manner set forth in the following table, with the first such meeting being held within 1 month after the
first Commencement Date. 

  

			
	 GBS Core Team

	Frequency	  	Monthly or such other time period agreed to by the Parties.
	Purpose	  	 •  Review Performance Indicators against previously set goals and meet with
specialists and supervisors to gain feedback
 •  Discuss and resolve escalated issues; escalated
as needed

  

			
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	 GBS Core Team

	Members	  	 Supplier:

•  IT Lead

•  Finance Lead

•  HR Solutions Lead

•  Customer Service Lead

•  Consumer Relations Lead

•  Supplier Governance Executive

•  LS&Co.

•  LS&Co. IT Lead

•  LS&Co. Finance Lead

•  LS&Co. HR Solutions Lead

•  LS&Co. Customer Service Lead

•  LS&Co. Change Management Lead

•  LS&Co. Transition Lead

•  LS&Co. Offshore Lead

•  LS&Co. Continuous Improvement

•  LS&Co. Performance Management

 
 LS&Co. shall designate one of its representatives on the Service Performance Meeting
to act as the chair of the Service Performance Meeting

  

	3.6	 Overall Contractor Facilitation Meetings. Supplier shall attend meetings set up by LS&Co. to promote
cooperation amongst Supplier and LS&Co. Third Party Contractors (each, a “Contractor Facilitation Meeting”). Contractor Facilitation Meetings shall be held as reasonably directed by LS&Co. 

 

			
	 Contractor Facilitation
Meetings

	Frequency	  	Quarterly or such other time period agreed to by the Parties.
	Purpose	  	 •  To bring together Supplier, LS&Co. Third Party Contractors and LS&Co. to
review and set future strategies
 •  Review and resolved any escalated cross-supplier coordination
issues

		
	Members	  	 Supplier:

•  Supplier Governance Executive

 
 LS&Co.:

•  LS&Co. Governance Executive

•  Participants from LS&Co. Third Party Contractors, as invited by LS&Co.

  

	4.	 SERVICE CATEGORY GOVERNANCE. 

 

	4.1	 General. Governance of each Service Category shall be performed in accordance with the following.

  

	4.2	 Additional Key Roles. With respect to each Service Category, Supplier shall appoint members of
Supplier’s relationship management team to fulfill the following roles: 

  

	 	(a)	 Regional Service Delivery Manager: Supplier shall assign an individual acceptable to LS&Co. to act
as the delivery manager for each Service Category (each such individual, a “Regional Service Delivery Manager”). Each Regional Service Delivery Manager shall be responsible for all matters relating to Supplier’s performance of
the Services for the applicable Service Category. 

  

			
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	4.3	 Service Category Regional Tower Lead Committee Meeting For each Service Category (or grouping of Service
Categories agreed to by the Parties), the Parties shall establish a committee to oversee the performance and delivery of the Services in that Service Category (each, a “Service Category Regional Tower Lead Committee”). Service
Category Regional Tower Lead Committee meetings for each Service Category shall be held in the manner set forth in the following table, with the first such meeting being held within 2 months after the Effective Date: 

 

			
	 Service Category Regional Tower Lead
Committee Meetings
 (regional tower meeting for each functional tower, 4 separate meetings)

	Frequency	  	Quarterly or such other time period agreed to by the Parties.
	Purpose	  	 •  Review high-level account status and performance for the applicable Service
Category
 •  Conduct annual and long-term strategizing and planning with respect to the applicable
Service Category
 •  Provide a strategic outlook for LS&Co. requirements for the applicable
Service Category

		
	Members	  	 Supplier:

•  Supplier Regional Tower Lead

•  Primary Supplier representative for the applicable Service Category

 
 LS&Co.:

•  LS&Co. Regional Tower Lead (e.g., LSA Controller, LSE Controller, AMA Controller)

•  Primary LS&Co. representative for the applicable Service Category

 
 LS&Co. shall designate one of its representatives on each Service Category Regional
Tower Lead Committee to act as the chair of that Service Category Regional Tower Lead Committee

		
	Supporting Activities	  	 Supplier shall provide performance and other information necessary for the Service Category Regional Tower Lead Committee meeting. Such
information shall include a summary of the past six months’ performance for the applicable Service Category, including with respect to:

•  Service Levels

•  Supplier’s compliance with the Agreement

•  Achievements and issues

•  Charges

  

	4.4	 Global Process Lead Meetings. Global Process Lead Meetings shall be held in the manner set forth in the
following table, with the first such meeting being held within 3 months after the Effective Date: 

  

			
	 Global Process Lead
Meeting

	Frequency	  	Quarterly or such other time period agreed to by the Parties.
	Purpose	  	 •  Review process performance by Region, set global process goals, and develop
remediation strategies
 •  Facilitates the sharing of best practices

•  Discuss process standardization opportunities and develop implementation plans, as
appropriate

		
	Members	  	 Supplier:

•  Supplier Process Leads
  

LS&Co.:

•  LS&Co. Process Leads

  

	4.5	 Core Team Review: Internal & External. For each Service Category (or grouping of
Service Categories agreed to by the Parties), the Parties shall establish regular meetings to review the performance and delivery of the Services in that Service Category. Within 30 days of the Effective Date, the LS&Co. Governance Executive and
the Supplier Governance Executive shall, for each Service Category (or grouping of Service Categories 

  

			
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agreed to by the Parties), appoint appropriate representatives to participate in that Core Team Review: Internal & External, which shall also include the members listed in the table
below. Each Core Team Review: Internal & External shall be held in the manner set forth in the following table, with the first such meeting being held in the week immediately following the applicable Commencement Date: 

 

			
	 Core Team Review: Internal &
External

	Frequency	  	Weekly or such other time period agreed to by the Parties.
	Purpose	  	 •  LS&Co. and Supplier provide overall delivery/performance updates

•  Raise issues identified during internal review

•  Planning/scheduling of resolutions

		
	Members	  	 Supplier:

•  Supplier Tower Leads

•  Supplier Transition Leads

 
 LS&Co.:

•  LS&Co. Customer Service Lead

•  LS&Co. Information Technology Lead

•  LS&Co. Human Resources Lead

•  LS&Co. Financial Lead

•  LS&Co. Transition Lead

  

	4.6	 Service Level Review. Service Level Review meetings shall be held in the manner set forth in the
following table, with the first such meeting being held in the week immediately following the applicable Commencement Date: 

  

			
	 Service Level Review

	Frequency	  	Weekly or such other time period agreed to by the Parties.
	Purpose	  	 •  Review performance indicators, quality scores and trends to inform ongoing
activities

		
	Members	  	 Supplier:

•  Supplier Global Tower Leads

•  Supplier Regional Tower Leads

 
 LS&Co.:

•  LS&Co. Global Tower Leads

•  LS&Co. Regional Tower Leads

•  LS&Co. Performance Management Lead

  

	4.7	 Weekly Function Update Weekly Function Update meetings shall be held in the manner set forth in the
following table, with the first such meeting being held in the week immediately following the applicable Commencement Date: 

  

			
	 Weekly Function Update

	Frequency	  	Weekly or such other time period agreed to by the Parties.
	Purpose	  	 •  Review Performance Indicators, quality scores and plans for improvement across
areas
 •  Identify risks/issues across areas

•  Tracking and status updates of previously identified issues/resolutions

		
	Members	  	 Supplier:

•  Supplier Global Tower Leads

•  Supplier Regional Tower Leads

 
 LS&Co.:

•  LS&Co. Global Tower Leads

•  LS&Co. Regional Tower Leads

  

			
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	4.8	 Daily Process Update Daily Process Update meetings shall be held in the manner set forth in the
following table, with the first such meeting being held in the week immediately following the applicable Commencement Date: 

  

			
	 Daily Process Update

	Frequency	  	Daily or such other time period agreed to by the Parties.
	Purpose	  	 •  Review Performance Indicators, quality scores and plans for improvement specific
to process & Area
 •  Identify risks / issues across Areas

•  Tracking and status updates of previously identified issues/resolutions

		
	Members	  	 Supplier:

•  Supplier Regional Tower Leads

•  Supplier Tower Working Teams

 
 LS&Co.:

•  LS&Co. Regional Tower Leads

•  LS&Co. Tower Working Teams

  

	5.	 SERVICE DELIVERY PROCESSES. 

 

	5.1	 Overall Processes; Process Improvement. Supplier acknowledges that key factors in LS&Co. proceeding
with the Agreement include (a) the level and quality of the processes used as part of the delivery of Services (“Service Delivery Processes”) that Supplier will use in support of the LS&Co. account; and
(b) Supplier’s commitment to enhance, evolve and improve the quality and efficiency of the Service Delivery Processes. As part of its ongoing enhancement and improvement of the Service Delivery Processes, Supplier shall perform an annual
analysis of the then applicable Service Delivery Processes to identify target areas for improving the efficiency and quality of the Service Delivery Processes, including: (a) areas for process improvements and improved business outcomes;
(b) differences between the Service Delivery Processes then in use and Supplier’s recommended best of breed Service Delivery Processes; (c) differences between the industry best practices for the applicable Service Delivery Process
and those currently in use; (d) areas of Service Delivery Process duplication and Service Delivery Process inefficiency; (e) Supplier’s proposal for transforming the Service Delivery Processes in accordance with Supplier’s
recommendations in sub-clauses (a)-(d); and (f) such other material related to the Service Delivery Processes as is reasonably requested by LS&Co. Supplier shall report on the outcomes of its Service
Delivery Process analysis as part of the Annual Strategic Review meetings. 

  

	5.2	 Process for Transformation of Service Delivery Processes. Following completion of the annual Service
Delivery Process review the Parties shall work together to agree upon a detailed plan and process for the transformation of the Service Delivery Process for each of the Services, which plan shall address: (a) how the Services will be performed
by Supplier on and from the Commencement Date, (b) how the Service Delivery Processes for each Service will be transitioned to Supplier; (c) how the Service Delivery Processes for each Service will be transformed by Supplier, (d) how
the applicable LS&Co. Agents will be involved in the detailed transition and transformation of the Service Delivery Processes; and (e) such other items related to the Service Delivery Processes that are reasonably required by LS&Co.
There will be no increase to the Charges or Transition Charges for the transition and transformation of the Service Delivery Processes. 

  

	5.3	 Process Improvement. Without limiting the foregoing, Supplier shall establish a team of at least 5 FTEs
(the “Process Improvement Team”) with responsibility for monitoring and evaluating the Services and identifying and recommending process improvements and process automations. The Process Improvement Team will consist of Supplier
Staff trained in maintaining quality and implementing process improvement initiatives to the provision of Services for LS&Co. during the Term. Members of the Process Improvement Team will have suitable background, training, skills and
qualifications. The Process Improvement Team will meet on a quarterly basis, or more often as mutually agreed to by the Parties and will report on its activities and present its recommendations to the Executive Steering Committee or the applicable
Service Category Regional Tower Lead Committee, as directed by LS&Co., following each such meeting. 

  

			
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	6.	 ACCEPTANCE. 

 

	6.1	 Acceptance Criteria and Testing. The Parties shall agree the acceptance testing criteria and procedures
for any Deliverable that require acceptance testing with respect to a Deliverable that requires acceptance testing. LS&Co. shall use reasonable efforts to begin acceptance testing within 10 days (or such other time period agreed to by the
Parties) after Supplier notifies LS&Co. that the applicable Deliverable is ready for testing; unless LS&Co. provides Supplier with notice stating that LS&Co. requires additional time to begin acceptance testing, in which case acceptance
testing shall begin by the date specified in such notice. Supplier shall, at no additional cost to LS&Co., provide support, assistance and consultation as may be reasonably necessary to facilitate LS&Co.’s acceptance testing.

  

	6.2	 Failure to Pass Acceptance Testing. LS&Co. shall notify Supplier if a Deliverable fails to conform
to the applicable acceptance criteria (each such failure, a “Nonconformity”) and provide Supplier with reasonable detail (to the extent possible) of such Nonconformity. Upon such notice, Supplier shall promptly correct, at no
additional charge to LS&Co., the Nonconformity (and any other problems with such Deliverable of which Supplier has knowledge). Until the earlier to occur of: (a) LS&Co.’s acceptance of the Deliverable; or (b) the date
specified in the agreed to schedule for completion of such Deliverable, LS&Co. will continue to (i) perform acceptance tests of further versions of the Deliverable submitted by Supplier for testing and (ii) cooperate in good faith with
Supplier in addressing any Nonconformity. If, in LS&Co.’s reasonable discretion, the Deliverable fails to pass the applicable acceptance tests by the date agreed to for their completion, LS&Co. may, at its option: (w) give Supplier
additional time to correct the deficiencies; (x) accept any Deliverable that meets the applicable acceptance criteria and return the nonconforming Deliverable or reject the nonconforming Deliverable for a reasonable refund of amounts paid to
Supplier for such rejected Deliverable together with any accepted Deliverable whose functionality or value is impaired because of such rejection; (y) accept the nonconforming Deliverable, subject to a reasonable price adjustment; or
(z) terminate the applicable Services or the Agreement and seek LS&Co.’s other available remedies. 

  

	6.3	 Acceptance. Upon completion of the acceptance tests to LS&Co.’s reasonable satisfaction,
LS&Co. will issue a certificate of acceptance or other written documentation indicating that LS&Co. has accepted the applicable Deliverable. Acceptance testing for a Deliverable that requires acceptance testing shall be completed within the
period prescribed in the applicable Work Order or the Transition Plan, unless in each case: (a) LS&Co. provides Supplier with notice stating that LS&Co. requires additional time for acceptance testing, in which case the period for
acceptance testing shall be extended by the period set forth in such notice for such Deliverable; or (b) the Deliverable has in LS&Co.’s reasonable discretion failed to meet the applicable Acceptance Criteria (the “Acceptance
Testing Period”). If LS&Co. fails to communicate the results of the acceptance testing to Supplier upon expiration of the applicable Acceptance Testing Period (that is, LS&Co. does not accept the Deliverable or provide information
with respect to any Nonconformities identified in the Deliverable), Supplier shall notify the LS&Co. Governance Executive of such failure to accept the Deliverable (or of LS&Co.’s failure to provide notice of any Nonconformity), which
notice shall provide sufficient detail for the LS&Co. Governance Executive to identify the Deliverable, the applicable Acceptance Testing Period and the LS&Co. personnel or agent responsible for accepting or rejecting the Deliverable. Upon
receipt of a valid notice pursuant to this Section 6.3, a Deliverable shall be deemed accepted 15 business days after receipt of that notice by the LS&Co. Governance Executive, unless LS&Co. communicates to Supplier
any Nonconformity in the Deliverable within the 15 business day time period. Upon the communication of any Nonconformity, Supplier shall promptly correct, at no additional charge to LS&Co., the Nonconformity (and any other problems with such
Deliverable of which Supplier has knowledge) in accordance with the requirements of Section 6.2 and resubmit that Deliverable for acceptance testing in accordance with the requirements of this
Section 6. 

  

	7.	 CONTRACT CHANGE PROCESS. 

 

	7.1	 In General. Contract Changes shall be managed in accordance with Section 10.6
of the Agreement and the change process detailed in this Section 7. Prior to proposing any Contract Change, Supplier shall determine whether that proposed Contract Change is within the scope of the Services (and if so, such
proposed change will be considered part of the Services and not considered a Contract Change) or constitute a Contract Change. Supplier shall not implement any Contract Change until LS&Co. and Supplier have agreed upon the terms for such
Contract Change and Parties have executed the Contract Change Request. Any Contract Change implemented by Suppler without such advance agreement to terms and written authorization shall be deemed part of the Services without incremental charge. Any
Contract Change authorized by LS&Co. in accordance with this Section 7 shall become part of the Services and shall be subject to the terms and conditions of the Agreement unless and only to the extent the Parties agree
otherwise. 

  

			
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	7.2	 Contract Change Request Notices. A Party may request a Contract Change by submitting a change request
form (substantially in the form and format set forth in the Operations Manual) to the other Party (“Contract Change Request”). Within 10 days of Supplier’s receipt of a Contract Change Request from LS&Co. (or at or
prior to the submission of a Contract Change Request to LS&Co. by Supplier), Supplier shall, at no additional cost or expense to LS&Co., prepare a detailed proposal (substantially in the form and format set forth in the Operations Manual)
which shall: (a) specify the steps and requirements necessary to implement the Contract Change set forth in the Contract Change Request; (b) contain an impact analysis of the Contract Change that shall include an indication of the effect
of the proposed Contract Change on the Services and the Service Levels (the impact analysis shall specify if Supplier reasonably considers that the proposed Contract Change will materially affect its ability to continue to perform the Services in
accordance with the Service Levels after the implementation of the proposed Contract Change); (c) specify the relative priority of the Contract Change Request; (d) identify the different roles, responsibilities and actions that will be assumed
and taken by the Parties to implement the Contract Change Request, including transition timelines and transition plans, milestones, delivery dates, new or adjusted Service Levels, staffing and Supplier Staff, description of new software and/or
equipment to be utilized, training and communication with respect to implementation of the Contract Change Request, and any evaluation testing, development and acceptance criteria applicable to such Contract Change Request; (e) contain a cost
estimate (to the extent of any additional or increased cost) and allocate responsibility for such cost (if any) to the appropriate Party; (f) contain a detailed description of the Services to be provided or removed, and any impact on the
Service Levels; and (g) such further information as LS&Co. may reasonably request in order to substantiate the impact of the proposed Contract Change. Each cost estimate shall reflect the total cost of the Contract Change Request, and shall
include a breakdown of the proposed charges (both one-off and on-going) for making the Contract Change, which breakdown shall show: (i) the reduction to the
Charges, any additional charges, or one-off charges which are proposed as a result of the Contract Change or cessation of any existing Services; (ii) any charges for any agreed additional process
training; (iii) any other relevant costs; (iv) the increase to the Charges and additional charges which are being proposed as a result of the introduction or addition of new processes or Services or, where applicable, the alteration of any
existing Services; and (v) details of the term of the proposed charges. 

  

	7.3	 Contract Change Request Log. Supplier will maintain an historical log (“Contract Change
Log”) of all Contract Change Requests (whether or not implemented) throughout the Term. The Contract Change Log shall include, at a minimum, the following level of detail: (a) control number and date of the Contract Change Request;
(b) name of the Party submitting the Contract Change Request; (c) a brief description of the Contract Change Request; (d) the current status of the Contract Change Request; and (e) the date of the Contract Change Request. The
status of the Contract Change Request at any stage in the Contract Change Process will be categorized as one of the following: (i) Open (the Contract Change Request has been created and registered); (ii) In Review (a response to the Contract
Change Request has been created and is being reviewed pending approval to proceed); (iii) Approved (the Parties have agreed to expend the resources to implement the Contact Change Request, and the Contract Change Request is awaiting implementation);
(iv) On Hold (the Parties wish to suspend implementation of the Contract Change Request but anticipate the Contract Change Request will be implemented at a later date); (v) Closed (all implementation tasks have been completed, and the Contract
Change Request has been implemented); or (vi) Rejected (the Contract Change Request has been closed and not implemented). 

  

	7.4	 Coordination. Supplier shall track and report to LS&Co. on all Contract Changes implemented by
Supplier. Supplier shall coordinate all Contract Changes with LS&Co. (and any third parties designated by LS&Co.) and cooperate with LS&Co. (and any third parties designated by LS&Co.) to ensure that all Contract Changes are made in
a consistent and controlled manner so as to minimize any disruption to LS&Co.’s business operations. 

  

	7.5	 Prioritization of Contract Changes. Despite anything to the contrary in this
Section 7, LS&Co. shall have the right from time to time to alter the order of priority of any Contract Change Request or Contract Change. 

  

			
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	7.6	 Non-Chargeable Contract Change. Notwithstanding the foregoing,
no Charges or other amount shall be payable by LS&Co. in connection with a Contract Change to the extent the Contract Change: (a) can be provided by Supplier without Supplier incurring material additional costs or increasing in a material
manner the Supplier Staff beyond, in each case, that which is ordinarily used or incurred by Supplier to provide the Services; (b) is a Contract Change for which the cost is explicitly allocated to Supplier under the Agreement; or (c) is
determined by the Parties to be non-chargeable. 

  

			
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 MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 6 

REPORTS 

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 TABLE OF CONTENTS 

 

											
	 1.
	 	 	Introduction	  	 	1	 
				
		 	 	1.1	 	  	General	  	 	1	 
		 	 	1.2	 	  	References	  	 	1	 
		 	 	1.3	 	  	Definitions	  	 	1	 
			
	 2.
	 	 	Reporting Requirements	  	 	1	 
				
		 	 	2.1	 	  	Provision of Reports	  	 	1	 
		 	 	2.2	 	  	Report Requirements	  	 	1	 
		 	 	2.3	 	  	Report Capture	  	 	1	 
		 	 	2.4	 	  	Tools	  	 	1	 
		 	 	2.5	 	  	Web Portal	  	 	1	 
			
	 3.
	 	 	Governance Reports	  	 	1	 
			
	 4.
	 	 	Service Reports	  	 	3	 
				
		 	 	4.1	 	  	Human Resource Services Reports	  	 	3	 
		 	 	4.2	 	  	Finance Services Reports	  	 	3	 
		 	 	4.3	 	  	Information Technology Services Reports	  	 	4	 
		 	 	4.4	 	  	Customer Service Services Reports	  	 	4	 
		 	 	4.5	 	  	Consumer Relations Services Reports	  	 	5	 

  

			
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	1.	 INTRODUCTION. 

 

	1.1	 General. This Exhibit sets forth the reports that Supplier shall provide as part of the Services.

  

	1.2	 References. References to an Attachment, Appendix, Section or Article shall be to such Attachment or
Appendix to, or Section or Article of, this Exhibit unless otherwise provided. A reference to this Exhibit includes a reference to the Attachments and Appendices attached hereto. 

 

	1.3	 Definitions. As used in this Exhibit, capitalized terms shall have the meanings set forth in Exhibit
1. Other terms used in this Exhibit are defined where they are used and have the meanings there indicated. 

  

	2.	 REPORTING REQUIREMENTS. 

 

	2.1	 Provision of Reports. Supplier shall provide to LS&Co. the reports, data feeds and data files
described in this Exhibit and any other reports identified in the Agreement. In addition, Supplier shall provide such other reports as are reasonably requested by LS&Co. from time to time. All reports shall be LS&Co. Data. Supplier will as
soon as reasonably practical provide LS&Co. with information about, and answer LS&Co.’s questions in respect of, the Services and other aspects of the Agreement, as LS&Co. may request from time to time. 

 

	2.2	 Report Requirements. Supplier shall: (a) provide each report in the form and format directed by
LS&Co., and include such content as is directed by LS&Co.; (b) provide the reports at the frequency specified in this Exhibit, or where no such frequency is specified, as reasonably required by LS&Co.; and (c) modify the format,
content, and frequency of any report as reasonably requested by LS&Co. Each report, data feed and data file shall be provided in electronic format. Supplier shall categorize the information included in such reports, data feeds and data files as
requested by LS&Co. from time to time. 

  

	2.3	 Report Capture. Supplier shall capture all metrics required to provide reports on a continuous basis
(unless the report requires that Supplier capture such metrics on a periodic basis or at some specific point in time) and make those metrics available to LS&Co. using real-time reporting tools (to the extent the functionality to provide
real-time data is available to Supplier). Supplier shall compile the data to enable LS&Co. to generate reports using the Systems or other systems of LS&Co.; provided that LS&Co. shall be responsible for providing access to archival data
as required for Supplier to capture and compile the data. 

  

	2.4	 Tools. Supplier shall use reporting tools wherever possible to generate the reports and, to the extent
necessary to deliver the reports, develop customized, reporting tools. Supplier shall leverage LS&Co.’s and Supplier’s Systems to prepare the reports. Supplier will provide LS&Co. with access to such tools for the purposes of
accessing LS&Co. Data, provided that such access does not compromise the confidentiality or security of information of Supplier’s other customers stored within such tools. 

 

	2.5	 Web Portal. Supplier shall provide a web portal that shall act as a host site for business unit reports,
procedure manual, service level data, training materials, change management work product. LS&Co. personnel shall be granted access to the web portal. 

  

	3.	 GOVERNANCE REPORTS. 

 

									
	         
	 	 Report Name
	  	 Description
	  	 Frequency

		
		 	Executive/Management Reports
				
		 	Supplier Staff Report	  	Detail of headcount and FTEs by delivery center. Report should include:	  	Quarterly
					
		 		  	1.	  	Processes being supported;	  	
					
		 		  	2.	  	Rank/title of Project staff;	  	
					
		 		  	3.	  	Countries being serviced;	  	

  

			
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	 	 	 Report Name
	  	 Description
	  	 Frequency

	        	 		  	4.	  	Summary of terminated, voluntary exits, open and hired / promoted positions, attrition % by functional tower ; and	  	
		 		  	5.	  	Any other items specifically set forth in the Agreement to be included in this report.	  	
			
		 		  	The supplier staffing report is purely on LS&Co.’s request for visibility of staffing.
				
		 	Service Auditor’s Report as per Section 18.3 of the Agreement	  	Report on controls for a Service Organization performed by an LS&Co.-approved auditor, an internationally recognized top tier firm (e.g., Big 4). Report covering auditing processes for a 12-month period for each tower for which Supplier and/or Supplier sub-contractors supports LS&Co. as well as IT, general and application-related controls.	  	Yearly (completed and provided to LS&Co. as per the timelines set forth in Section 18.3 of the Agreement)
				
		 	SOC Bridge Letter	  	Letter from Supplier indicating whether there are material changes to the SOC report for the 3 months from the date of the report to LS&Co’s fiscal year end (i.e., the period not covered by that fiscal
year’s SOC report).	  	Yearly
				
		 	Satisfaction Survey	  	Output summary report regarding results of the satisfaction survey; raw data from the survey results must be provided upon request. Survey to be developed by the parties during detailed knowledge acquisition.	  	Quarterly
				
		 	Quarterly Business Review	  	 Quarterly summary of tactical Service performance, including: performance against Service Levels; highlights of Service delivery;
status of major Service issues; and major Project implementation status.
  
 Quarterly
summary of strategic relationship performance, including: LS&Co business updates; Supplier business updates; industry trends; new initiatives; and challenges/obstacles/opportunities.
	  	Quarterly
				
		 	Root Cause Analysis	  	Report detailing the root cause of any Service Level Failures. This report will also give details of all steps taken to correct the Service Level Failure as well as current status of the Service Level Failure.	  	Monthly (if needed)
				
		 	Scorecard Performance Summary	  	Dashboard summary of key performance metrics (Critical Service Levels and Service Levels) and their attainment showing performance trends, Service Level Failures, and Service Level Credits. Service Levels should be
consolidated in a global dashboard with details by entity as well as by Service Category.	  	Monthly
				
		 	Invoice Summary Report	  	Monthly summary setting out, for each country, a description of services, dates, invoices, amount, currency, billed and number of FTEs by Region and function, Projects (if any), etc.	  	Monthly

  

			
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	 	 	 Report Name
	  	 Description
	  	 Frequency

				
	        	 	Performance Reports	  		  	
				
		 	Disaster Recovery / Business Continuity	  	Report outlining key controls as well as advances in developing and updating the Disaster Recovery Plan.	  	As detailed in agreed-upon Disaster Recovery Plan, but no less than annually
				
		 	Command Center Report & Back Office Activity	  	Details regarding internal benchmarks and opportunity assessments as well as a quality control report. Additionally, details of relevant Service Level information, including information on Critical Service Levels and root cause
analyses, and will include other ad hoc requests. Volumetric processing data detailing transactions processed by Service process by activity type (for example, number and type of manual vendor master updates processed).	  	Monthly/As mutually agreed

  

	4.	 SERVICE REPORTS. 

 

	4.1	 Human Resource Services Reports 

 

							
	 Name
	  	 Description
	  	 Due Date
	  	
    Recipients    

	Scorecard Performance Summary	  	Dashboard summary of key performance metrics (Critical Service Levels and Service Levels) and their attainment, showing performance trends, Service Level Failures, and Service Level Credits.	  	10th business date of every month	  	
				
	Volume Analysis Report	  	Analysis of volume trend and action to be taken for containing it.	  	10th business date of every month	  	Tower leads
				
	Service Performance Report	  	Service Level performance, key highlight and opportunities for improvement.	  	10th business date of every month	  	Tower leads
				
	Continuous Improvement	  	Status of operational improvement initiatives; as mutually agreed	  	10th business date of every month	  	Tower leads
				
	Risk and Mitigation Report	  	List of operational and technical risks along with mitigation/contingency plan.	  	10th business date of every month	  	Tower leads

  

	4.2	 Finance Services Reports 

 

							
	 Name
	  	 Description
	  	 Due Date
	  	
    Recipients    

	Volume Analysis Report	  	Analysis of volume trend and action to be taken for containing it.	  	10th business date of every month	  	Tower leads
				
	Volume Analysis Report	  	Analysis of volume trend and action to be taken for containing it.	  	10th business date of every month	  	Tower leads
				
	Service Performance Report	  	Service Level performance, key highlight and opportunities for improvement.	  	10th business date of every month	  	Tower leads
				
	Continuous Improvement	  	Status of operational improvement initiatives; as mutually agreed	  	10th business date of every month	  	Tower leads
				
	Risk and Mitigation Report	  	List of operational and technical risks along with mitigation/contingency plan.	  	10th business date of every month	  	Tower leads

  

			
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	4.3	 Information Technology Services Reports 

 

							
	 Name
	  	 Description
	  	 Due Date
	  	 Recipients

	Volume Analysis Report	  	Analysis of volume trend and action to be taken for containing it.	  	10th business date of every month	  	Tower leads
				
	Service Performance Report	  	Service Level performance, key highlight and opportunities for improvement.	  	10th business date of every month	  	Tower leads
				
	Continuous Improvement	  	Status of operational improvement initiatives; as mutually agreed	  	10th business date of every month	  	Tower leads
				
	Risk and Mitigation Report	  	List of operational and technical risks along with mitigation/contingency plan.	  	10th business date of every month	  	Tower leads

  

	4.4	 Customer Service Services Reports 

 

							
	 Name
	  	 Description
	  	 Due Date
	  	 Recipients

	Volume Analysis Report	  	Analysis of volume trend and action to be taken for containing it.	  	10th business date of every month	  	Tower leads
				
	Service Performance Report	  	Service Level performance, key highlight and opportunities for improvement.	  	10th business date of every month	  	Tower leads
				
	Continuous Improvement	  	Status of operational improvement initiatives; as mutually agreed	  	10th business date of every month	  	Tower leads
				
	Risk and Mitigation Report	  	List of operational and technical risks along with mitigation/contingency plan.	  	10th business date of every month	  	Tower leads

  

			
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	4.5	 Consumer Relations Services Reports 

 

							
	 Name
	  	 Description
	  	 Due Date
	  	 Recipients

	Volume Analysis Report	  	Analysis of volume trend and action to be taken for containing it.	  	10th business date of every month	  	Tower leads
				
	Service Performance Report	  	Service Level performance, key highlight and opportunities for improvement.	  	10th business date of every month	  	Tower leads
				
	Continuous Improvement	  	Status of operational improvement initiatives; as mutually agreed	  	10th business date of every month	  	Tower leads
				
	Risk and Mitigation Report	  	List of operational and technical risks along with mitigation/contingency plan.	  	10th business date of every month	  	Tower leads

  

			
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 MASTER SERVICES AGREEMENT* 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 7 

SERVICE LOCATIONS 

 

	* 	 Certain information in this exhibit has been omitted and filed separately with the Securities and Exchange
Commission. Confidential treatment has been requested with respect to the omitted portions marked with [****]*. 

  

			
		  	

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 NOVEMBER 1, 2014 

TABLE OF CONTENTS 

 

									
	 1.
	  	Introduction	  	 	1	 
				
		  	1.1	  	General	  	 	1	 
		  	1.2	  	References	  	 	1	 
		  	1.3	  	Definitions	  	 	1	 
			
	 2.
	  	Supplier Service Locations	  	 	1	 
			
	 3.
	  	LS&Co. Service Locations	  	 	2	 

  

			
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	1.	 INTRODUCTION. 

 

	1.1	 General. This Exhibit sets forth the Service Locations approved by the Parties. 

 

	1.2	 References. References to an Attachment, Appendix, Section or Article shall be to such Attachment or
Appendix to, or Section or Article of, this Exhibit unless otherwise provided. A reference to this Exhibit includes a reference to the Attachments and Appendices attached hereto. 

 

	1.3	 Definitions. As used in this Exhibit, capitalized terms shall have the meanings set forth in Exhibit
1. Other terms used in this Exhibit are defined where they are used and have the meanings there indicated. 

  

	2.	 SUPPLIER SERVICE LOCATIONS. 

The following table sets forth the list of Supplier Service Locations from which Supplier will be providing Services and the Services that will
be provided from each Supplier Service Location. The provision of Services from any other location must be approved by LS&Co. in accordance with Article 9 of the Agreement. 

 

							
	 	 	 Location
	  	 Address
	  	 Services

	        	 	Pune, India	  	 Wipro Limited,
 Rajiv Gandhi Infotech Park

Phase II, Hinjewadi, Pune 411057,
 Maharashtra, India
	  	IT & BPO
				
		 	Bucharest, Romania	  	 Wipro Technologies S.R.L,
 169A, Floreasca
Business Park, Calea Floreasca,
Sector 1 014459,
 Bucharest, Romania
	  	IT & BPO
				
		 	Shanghai, China	  	 Wipro (Shanghai) Limited
 Room 301-302, Building 9,
 Bibo Road Lane #690,

Pudong, Shanghai 201203
 China
	  	IT & BPO
				
		 	Mexico	  	 Wipro
 Ejercito Nacional No. 505 Piso
11
 Col. Granada, C.P. 11520. D.F.
 Mexico
	  	IT
				
		 	Mexico	  	 Wipro Technologies, S.A. de C.V.
 Edificio
Indetelec,
 Av. Ciencia No. 15, Lote 4, Piso 1

Fraccionamiento Industrial Cuautitlán Izcalli,
54758 Edo. de México
	  	BPO
				
		 	[****]*	  	[****]*	  	[****]*
				
		 	[****]*	  	[****]*	  	[****]*
				
		 	 Vizag, India
 (Alternate Supplier Service
Location)
	  	 Wipro Limited
 Door No.50-75-23/10 STPI
 Old T.B.Hospital,

Rama Talkies Road
 Resapuvanipalem

Visakhapatnam – 530013
	  	Alternate Supplier Service Location)

  

			
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	 	 Location
	  	 Address
	  	 Services

		 	Kochi, India	  	 Wipro Limited
 Info Park Special Economic
Zone
 Kusumagiri – PO
 Kakkanad

Cochin – 682030
	  	(Alternate Supplier Service Location)
				
		 	Manjakkudi, India	  	 Wipro Limited
 Swami Dayananda College

Manjakkudi Village
 Kodavasal Taluk

Dist Thiruvarur 612610
	  	(Alternate Supplier Service Location)
				
		 	Dalian, China	  	 Wipro
 Dalian Software Park

Dalian, Liaoning Province 116023
 China
	  	(Alternate Supplier Service Location)

 For certain of the Services an alternate Supplier Service Location is specified in the table above. To the
extent that Supplier desires to move any of the specified services from the primary Supplier Service Location to the alternate Supplier Service Location specified in the table above, such move must be agreed to by the Parties and such move will be
subject to, and in accordance with the requirements in Section 9 of the Agreement. LS&Co. shall not be entitled to any reduction in the Charges with respect to any such move of the applicable (and agreed to) Services to
the specified alternate Service Location. 
  

	3.	 LS&Co. SERVICE LOCATIONS. 

The following table sets forth the list of LS&Co. Service Locations from which Supplier will be providing Services and the Services that
will be provided from each LS&Co. Service Location. The provision of Services from any other location must be approved by LS&Co. in accordance with Article 9 of the Agreement. 

 

							
	         
	 	 Location
	  	 Address
	  	 Services

				
		 	San Francisco	  	 Levi Strauss & Co.,
 1155 Battery
St,
 San Francisco, CA 94111
	  	IT
				
		 	Mexico	  	 Levi Strauss de Mexico, SA CV,
 AV, Jaime Balmes
No, 8 of,
 501-502, Col.Los Mirales Polanco,

Mexico 11510*
	  	IT*
				
		 	Russia	  	 Russia-Moscow-Office
 Levi Strauss,

Krasnoproletarskaya str.,
 bld 16/3, ent, 8, office 7,

Moscow 127473
	  	IT
				
		 	Italy	  	 Levi Strauss Italia S.r.l.,
 Via Carlo Imbonate
22,
 Miano (MI) 20159
	  	IT

  

			
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 MASTER SERVICES AGREEMENT* 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 8 

TRANSITION FRAMEWORK 
  

 

	*	 Certain information in this exhibit has been omitted and filed separately with the Securities and Exchange
Commission. Confidential treatment has been requested with respect to the omitted portions marked with [****]*. 

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 TABLE OF CONTENTS 

 

									
	1.	 	 Introduction.
	  	 	1	 
		 	 1.1
	  	Purpose	  	 	1	 
		 	 1.2
	  	References	  	 	1	 
		 	 1.3
	  	Definitions	  	 	1	 
			
	2.	 	 Transition.
	  	 	1	 
		 	 2.1
	  	Transition Methodology	  	 	1	 
		 	 2.2
	  	Transition Plan	  	 	1	 
		 	 2.3
	  	Requirements for Transition Plan	  	 	1	 
		 	 2.4
	  	Requirements for Transition Enablement	  	 	2	 
		 	 2.5
	  	Risk Management and Risk Mitigation	  	 	3	 
		 	 2.6
	  	Completion of Statements of Work and Service Level Definitions	  	 	3	 
		 	 2.7
	  	Knowledge Capture and Cascade	  	 	4	 
		 	 2.8
	  	Training	  	 	4	 
		 	 2.9
	  	LS&Co. Transition Responsibilities	  	 	4	 
		 	 2.10
	  	Existing Projects	  	 	4	 
		 	 2.11
	  	Initial Process Improvement	  	 	5	 
			
	3.	 	 Milestones and Completion Dates.
	  	 	5	 
		 	 3.1
	  	Completion of Transition Services	  	 	5	 
		 	 3.2
	  	Transition Milestones	  	 	5	 
		 	 3.3
	  	Payment Milestones	  	 	5	 
			
	4.	 	 Overall Transition Approach.
	  	 	8	 
		 	 4.1
	  	Transition Bundles	  	 	8	 
		 	 4.2
	  	Phases, and Waves	  	 	8	 
		 	 4.3
	  	Definitions of Bundles, Waves and Phases	  	 	8	 
			
	5.	 	 Transition Governance.
	  	 	47	 
		 	 5.1
	  	Transition Governance Roles	  	 	47	 
		 	 5.2
	  	Change Management	  	 	50	 
		 	 5.3
	  	Status Updates	  	 	50	 
		 	 5.4
	  	Transition Issue Escalation	  	 	51	 
		 	 5.5
	  	LS&Co Transition Governance Roles	  	 	51	 
			
	6.	 	 Transition Meetings.
	  	 	53	 
		 	 6.1
	  	Transition Meetings in General	  	 	53	 
		 	 6.2
	  	Executive Review Sessions	  	 	53	 
		 	 6.3
	  	Overall Transition Status Meetings	  	 	53	 
		 	 6.4
	  	Service Category Status Meetings	  	 	54	 

  

			
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	1.	 INTRODUCTION. 

 

	1.1	 Purpose. This Exhibit sets out the approach and methodology that shall apply to the Transition Services.

  

	1.2	 References. References to an Attachment, Appendix, Section or Article shall be to such Attachment or
Appendix to, or Section or Article of, this Exhibit unless otherwise provided. A reference to Exhibit includes a reference to the Attachments and Appendices attached hereto. 

 

	1.3	 Definitions. As used in this Exhibit, capitalized terms shall have the meanings set forth in Exhibit
1. Other terms used in this Exhibit are defined where they are used and have the meanings there indicated. The terms set forth below have the meanings set forth below: 

 

	 	(a)	 “Bundle 1” has the meaning given in Section 4.1.

  

	 	(b)	 “Bundle 2” has the meaning given in Section 4.1.

  

	 	(c)	 “In-Flight Project” has the meaning given in
Section 2.10. 

  

	 	(d)	 “Knowledge Acquisition” has the meaning given in Section 2.4(c).

  

	 	(e)	 “Phase” has the meaning given in Section 4.2. 

 

	 	(f)	 “Stabilization” has the meaning given in Section 2.4(g).

  

	 	(g)	 “Wave” has the meaning given in Section 4.2. 

 

	2.	 TRANSITION. 

 

	2.1	 Transition Methodology. Supplier shall utilize Supplier’s robust set of guidelines, activities,
tasks, tools and industry practices related to the completion of the Transition Services. Supplier’s transition methodology incorporates management elements such as a governance framework, services management, standard processes, a dedicated
Transition Services management team, vigorous planning and tracking, and a communication plan tailored to meet the needs of LS&Co. Supplier’s detailed transition methodology is included, and attached, as part of the Transition Plan.

  

	2.2	 Transition Plan. Supplier shall prepare the Transition Plan. The high level the Transition Plan is set
forth in Attachment 8.1. Supplier shall, promptly after the Effective Date, revise and finalize the Transition Plan for LS&Co.’s review, comment and approval; provided, that the final detailed Transition Plan shall be provided to
LS&Co. no later than 10 business days prior to the commencement of Knowledge Acquisition. Supplier shall cooperate and work closely with LS&Co. in finalizing the Transition Plan (including incorporating LS&Co.’s comments). Any
subsequent changes to the Transition Plan shall be subject to the approval of the LS&Co. Governance Executive. 

  

	2.3	 Requirements for Transition Plan. Supplier’s Transition Plan shall include: (a) a detailed
breakdown of the technology, operations and capabilities being transitioned to Supplier; (b) a detailed description of the Transition Services and responsibilities to be performed by Supplier in order for Supplier to properly complete the
transition, which shall include a detailed schedule and work plan for all Transition Services to be completed in connection with the transition, including the dates on which each such activity shall be completed; (c) a detailed description of
the deliverables to be completed by Supplier, including the date on which each such transition deliverable is to be provided to LS&Co.; (d) a detailed description of any tasks that LS&Co. is required to complete, and any resources that
LS&Co. is required to provide, in connection with the Transition Services, provided that all such tasks, obligations and resources shall be specifically identified and agreed to by LS&Co.; (e) a detailed list of Supplier Staff required to
complete the Transition Services; (f) a detailed description of the potential risks associated with the Transition Services and the risk mitigation strategies that shall be employed by Supplier to eliminate or minimize such risks (including
technical and business risks); (g) a detailed project plan reflecting the tasks to be performed and the dependencies related to the performance of the Transition Services; and (h) any other information and planning necessary to ensure that the
transition takes place on schedule and without disruption to LS&Co.’s business or operations. 

  

			
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	2.4	 Requirements for Transition Enablement. In addition to the requirements in
Section 2.3, Supplier’s Transition Plan for each Wave shall address the following: 

  

	 	(a)	 IT and Facility Setup. During the information technology and facility setup phase of Transition,
Supplier is responsible for the following: 

  

	 	(i)	 Develop a technical architecture diagram laying out all applications, tools, interfaces, and systems needed to
support the process solution; 

  

	 	(ii)	 Create detailed application requirements including needs for user IDs,
e-mail IDs and access to systems and tools to support the process; 

  

	 	(iii)	 Create and document technology and telephony details and plan; and 

 

	 	(iv)	 Implement and test information connectivity and systems access. 

 

	 	(b)	 Onboarding and Preparation. During the onboarding and preparation phase of Transition, Supplier is
responsible for the following: 

  

	 	(i)	 Review existing controls; 

 

	 	(ii)	 Review existing processes; 

 

	 	(iii)	 Identify Transition approach; 

 

	 	(iv)	 Refine process documentation; 

 

	 	(v)	 Plan the transition; 

 

	 	(vi)	 Recruit and train Transition staff; 

 

	 	(vii)	 Review framework and develop process training; 

 

	 	(viii)	 Develop knowledge transfer plan; 

 

	 	(ix)	 Mobilize project; and 

 

	 	(x)	 Set up additional office infrastructure and work space at Supplier’s delivery centers.

  

	 	(c)	 Knowledge Acquisition. During the knowledge acquisition phase of Transition (“Knowledge
Acquisition”), Supplier is responsible for the following: 

  

	 	(i)	 Staff inductions; 

  

	 	(ii)	 Obtain knowledge from LS&Co. Agents; 

 

	 	(iii)	 Develop Supplier and LS&Co. training material for training to be provided as part of Knowledge Transfer
where the LS&Co. training refers to any training owing to process changes as a result of the Agreement; 

  

	 	(iv)	 Document detailed processes technical and functional knowledge; 

 

	 	(v)	 Perform work shadowing; 

 

	 	(vi)	 Update process documents; 

 

	 	(vii)	 Attend sessions with incumbent suppliers facilitated by LS&Co.; 

 

	 	(viii)	 Obtain knowledge of systems, including through walkthroughs conducted by LS&Co. Agents; and

  

	 	(ix)	 Each of LS&Co. and Supplier will work together to assess applicable Supplier Staff understanding of the
applicable LS&Co. systems and processes, including through LS&Co. certification assessment and Supplier performed playbacks. 

  

	 	(d)	 Knowledge Transfer/Shadow Support. During the knowledge transfer (BPO)/shadow support (IT) phase of the
Transition Period, Supplier is responsible for the following: 

  

			
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	 	(i)	 Conduct remaining delivery process training (BPO); 

 

	 	(ii)	 Perform work shadow support for IT tracks; 

 

	 	(iii)	 Reverse work shadowing of existing delivery center staff in new environment (BPO); and 

 

	 	(iv)	 Verify operational staff have been transferred and/or recruited to requirements in the Personnel Projection
Matrix at each Service Location and are in place to ensure delivery of Services. 

  

	 	(e)	 Service Proofing. During the service proofing phase of the Transition Period (ramp-up/primary support), Supplier is responsible for the following: 

  

	 	(i)	 Incremental go-live of process with current Supplier Staff and
LS&Co. staff supervision on site and support from LS&Co. 

  

	 	(f)	 100% Go-Live. Upon reaching 100%
go-live, Supplier will become responsible for the following: 

  

	 	(i)	 100% scope performed from new delivery environment; and 

 

	 	(ii)	 Continued support from Supplier Staff on site, with initial back-up
from LS&Co. 

  

	 	(g)	 Stabilization Period. During the stabilization period defined in the Transition Plan, Supplier is
responsible for the following: 

  

	 	(i)	 Monitor and measure operating performance by the transition team and service delivery managers and complete
stabilization checklist; 

  

	 	(ii)	 Sequentially, Supplier Staff replace LS&Co.’s employees and run the business independently;

  

	 	(iii)	 Create Disaster Recovery Plan based on future state design and the Business Impact Analysis;

  

	 	(iv)	 Complete Disaster Recovery Plan, including initial testing to be completed within 6 months of the Commencement
Date. Provide written documentation of Disaster Recovery Plan results along with any failures and plan to correct failures; 

  

	 	(v)	 Document and review “Lessons Learned” for subsequent transition projects; 

 

	 	(vi)	 Update project repository and close out for each transition; 

 

	 	(vii)	 Maintain defect and transaction backlog at or below agreed-to levels;

  

	 	(viii)	 Define, put in place, and effectively operate governance processes. Put in place issue escalation process; and

  

	 	(ix)	 Close any remaining open items. 

For purposes of this Exhibit 8, the activities listed in this Section 2.4(g) will be collectively referred to
as “Stabilization.” 
  

	2.5	 Risk Management and Risk Mitigation. Supplier shall manage risk related to the Transition Services,
including: (a) developing, as part of the Transition Plan, a risk mitigation plan for LS&Co.’s review, comment and approval; (b) developing, for LS&Co.’s approval, contingency plans for each identified risk, including
detailing the specific tasks Supplier shall undertake to help avoid identified risks connected with the Transition Services and to provide for rapid recovery in the event of the occurrence of a risk; (c) following the risk mitigation plan until
all risk mitigation actions have been completed; and (d) proactively identifying, monitoring, and managing any significant risks or issues in relation to the Transition Services. 

 

	2.6	 Completion of Statements of Work and Service Level Definitions. The Statements of Work and the Service
Level Definitions Documents included in the Agreement at the Effective Date reflect the Parties best efforts to define the applicable Services and the Service Levels for those Service (and applicable Performance Targets and Service Level Credits).
Despite the foregoing, the Parties have agreed that the Statements of Work and the Service Level Definitions Documents will be further refined after the Effective Date and during the period of

  

			
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Knowledge Acquisition for the applicable Service Category to better reflect any adjustments required to reflect additional information obtained during that Knowledge Acquisition. Accordingly,
after the Effective Date the Parties shall work in good faith to finalize the Statements of Work and the Service Level Definitions Documents (and the associated Performance Targets and Service Level Credits) applicable to each Service Category. The
Parties shall take all reasonable efforts to seek to finalize each Statement of Work and the Service Level Definitions Document within 30 days of the completion of the Knowledge Acquisition for the applicable Service Category. Despite the foregoing,
the Parties agree that neither a Statement of Work nor a Service Level Definitions Document shall be amended without the mutual written agreement of both Parties. 

 

	2.7	 Knowledge Capture and Cascade. Supplier shall be responsible for obtaining the necessary knowledge from
LS&Co. and LS&Co. Agents in order to facilitate the smooth and orderly transition of LS&Co.’s technology, operations and capabilities to Supplier. Without limiting the foregoing, Supplier shall: (a) obtain the relevant
knowledge on LS&Co.’s system technology, operations and capabilities; (b) obtain the relevant knowledge on LS&Co.’s environment and procedures; (c) develop operations support knowledge and documentation, including
applicable input into the Operations Manual; (d) plan the knowledge capture; (e) complete the knowledge capture; (f) perform any necessary job shadowing; and (g) complete the knowledge cascade. 

 

	2.8	 Training. Supplier shall, at its cost and expense, provide training for LS&Co. personnel in
(a) the performance of the Services and operation of the Systems and (b) the performance of the functions of the retained organization, including performance of any services that are not included as part of the Services, the interactions
between Supplier and such personnel, and any other aspects of the LS&Co. personnel’s job functions. Supplier shall facilitate such training at the times and places reasonably requested by LS&Co. and shall provide such materials as is
necessary or desirable to assist with the training and the ongoing retention of knowledge by the LS&Co. personnel. The foregoing training shall be provided by Supplier with respect to all Services and with respect to all LS&Co. Service
Locations. 

  

	2.9	 LS&Co. Transition Responsibilities. The Parties shall determine in the Transition Plan the specific
and identified tasks that LS&Co. or an LS&Co. Agent is required to complete, and may identify resources that LS&Co. or an LS&Co. Agent is required to make available, in order to facilitate the Transition Services (which tasks and
resources shall be specifically agreed to by LS&Co.). 

  

	2.10	 Existing Projects. A list of projects that are ongoing or approved by LS&Co. as of the Effective
Date is set forth on Attachment 8.2 (each, an “In-Flight Project” and, collectively, the “In-Flight Projects”). Unless otherwise
agreed to in Attachment 8.2 Supplier shall be entitled to charge additional amounts for Chargeable Project Support for such In-Flight Project in accordance with, and using the Rates set forth in,
Exhibit 4. The list of In-Flight Projects in Attachment 8.2 may be updated by agreement of the Parties. All In-Flight Projects shall be: (x) completed
in accordance with LS&Co.’s project management and development practices in place as of the Effective Date (as amended from time to time) and as may be made available to Supplier by LS&Co. from time to time; (y) completed by the
date or dates established in the schedule for the relevant In-Flight Project; and (z) subject to formal authorization by LS&Co. at milestones defined for the
In-Flight Project (unless the Parties agree to different milestones for the applicable In-Flight Project). Any In-Flight Projects
performed by Supplier without such advance authorization shall be deemed part of the Services without incremental charge. During the Transition Period and at least 2 weeks prior to the Commencement Date, Supplier shall complete a health check of all
In-Flight Projects. The health check shall provide Supplier with a status update for planned Projects and detailed information regarding the Project status for current Projects and as a minimum shall include
the following: 

  

	 	(a)	 The current phase of the Project and the phases remaining to completion as well as the nature of the services
that have been, and still have to be, performed to complete the Project; 

  

	 	(b)	 A list of LS&Co. Third Party Contractors, if any, supporting each
In-Flight Project; 

  

	 	(c)	 A list of all Deliverables completed for each In-Flight Project and the
project phase, as defined by LS&Co.’s current Project management methodology; 

  

	 	(d)	 Detailed information on the effort associated with each In-Flight
Project, including the following for each In-Flight Project: (i) total projected hours; (ii) total hours expended to date; (iii) percent of effort completed (compare estimated percent complete
to actual percent complete); and (iv) estimated hours to completion; 

  

			
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	 	(e)	 A list of issues impacting the specific In-Flight Projects; and

  

	 	(f)	 A list of all risks, including the mitigation strategy, for all
In-Flight Projects. 

  

	2.11	 Initial Process Improvement. The Parties have agreed that during the Transition Period, and as part of
the Transition of the responsibility of the performance of the Services to Supplier, that Supplier shall implement initial improvements and transformations to the Service Delivery Processes for each Service prior to applicable Commencement Date for
that Service in order to achieve initial improvements to the efficiency and quality of the delivery of the Services; provided that such improvements can be implemented as part of the Transition of the applicable Services; and provided further that
that an improvement or transformation shall not be implemented without the prior approval of LS&Co. if that improvement or transformation would require LS&Co. to alter its method of operation or the way in which LS&Co. conducts its
business. 

  

	3.	 MILESTONES AND COMPLETION DATES.

  

	3.1	 Completion of Transition Services. Supplier shall perform the Transition Services on or before the
completion dates set forth in the Transition Plan. The Transition Services shall not be considered complete until: (a) the final Transition Milestone has been accepted by the LS&Co. Governance Executive; (b) Supplier has provided, and
the LS&Co. Governance Executive has accepted, the Operations Manual (including the resolution of any comments or suggestions provided by LS&Co.); and (c) all required training has been completed for LS&Co. personnel.

  

	3.2	 Transition Milestones. The Transition Milestones shall be as set forth in the Transition Plan. Each
Transition Milestone shall be designed with objective criteria to facilitate agreement by the Parties that sufficient progress is being made on the Transition Plan. Accordingly, the Transition Plan shall include, for each Transition Milestone, a
process and set of standards and agreed to acceptance criteria to which Supplier shall adhere in the performance of the Transition Services and that shall enable LS&Co. to determine whether Supplier has successfully completed the Transition
Services associated with each Transition Milestone. Achievement of a Transition Milestone shall be subject to Supplier having met all of the criteria set forth in the Transition Plan and this Exhibit for that Transition Milestone. The Transition
Plan shall specify the criticality of the Transition Milestone (all Transition Milestones shall be deemed “critical” unless otherwise stated). All Transition Milestones shall be subject to acceptance or rejection by LS&Co.

  

	3.3	 Payment Milestones. Those Critical Transition Milestones which have an associated payment amount are set
forth in this Section. All Transition Charges shall be due and payable in accordance the requirements with Exhibit 4 and the Agreement. 

  

											
	 74
	 	 Wave
	  	 Country
	  	Onshore
Knowledge
Capture	  	Approval
for Service
Proofing	  	100%
Go-Live
	 Bundle 1, Phase 1 — LSA HR

	 1
	 	1	  	US, Canada	  	[****]*	  	[****]*	  	[****]*
	 1
	 	2	  	Brazil, Mexico	  	[****]*	  	[****]*	  	[****]*
	 Bundle 1, Phase 1 — LSA Finnce & Payroll

	 1
	 	 1

(Finance)
	  	Eugene, Canada, Mexico	  	[****]*	  	[****]*	  	[****]*
	 1
	 	 2

(Finance)
	  	Eugene, Canada, Mexico	  	[****]*	  	[****]*	  	[****]*
	 1
	 	 1

(Payroll)
	  	US, Canada	  	[****]*	  	[****]*	  	[****]*
	 1
	 	 2

(Payroll)
	  	Brazil, Mexico	  	[****]*	  	[****]*	  	[****]*
	 Bundle 2, Phase 1 – LSA Finance
	  		  		  	
	 2
	 	 1

(Finance)
	  	Brazil & LATAM Licensing	  	[****]*	  	[****]*	  	[****]*
	 2
	 	 2

(Finance)
	  	Eugene, Canada, Mexico	  	[****]*	  	[****]*	  	[****]*

  

			
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Version 
  

																	
	 74
	 	 Wave
	  	 Country
	  	Onshore
Knowledge
Capture	 	  	Approval
for Service
Proofing	 	  	100%
Go-Live	 
	 2
	 	 3

(Finance)
	  	Eugene, Canada, Mexico	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Bundle 1, Phase 1 — Global IT Applications
	  				  				  			
	 1
	 	1	  	Global (Corp & BI)	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 1
	 	2	  	Global (Corp & BI – All Other; GSC)	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 1
	 	2	  	US (GSC; Wholesale)	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 1
	 	2	  	Canada (Corp & BI; GSC; Wholesale)	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Bundle 1, Phase 1 — Global IT Infrastructure
	  				  				  			
	 1
	 	1	  	Global (Common Services Transition)	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 1
	 	1	  	US, Canada, Mexico, Brazil (Corporate & Retail Service Desk)	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 1
	 	2	  	All LSA (Corporate Offices, Retail Stores)	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 1
	 	3	  	Global (SOC)	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 1
	 	4	  	Global (NOC)	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 1
	 	5	  	Global (Enterprise Security)	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Bundle 1, Phase 1 — LSA Customer Service
	  				  				  			
	 1
	 	1	  	Eugene	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 1
	 	2	  	Mexico	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Bundle 1, Phase 2 — AMA Human Resources
	  				  				  			
	 1
	 	1	  	Greater China (China, Taiwan, Hong Kong, Cambodia, Vietnam)	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 1
	 	2	  	North Asia (Japan, Korea)	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 1
	 	3	  	South Asia (India, Singapore, Pakistan, South Africa, Malaysia, Indonesia, Philippines, Bangladesh, ANZ)	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Bundle 1, Phase 2 — AMA Finance & Payroll
	  				  				  			
	 1
	 	 1

(Finance)
	  	Singapore	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 1
	 	 2

(Finance)
	  	Greater China (China, Taiwan, Hong Kong, Cambodia, Vietnam)	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 1
	 	 3

(Finance)
	  	Singapore	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 1
	 	 4

(Finance)
	  	 AMA Affiliates
 Group 1 — Australia, New
Zealand, India, Indonesia, Malaysia, Pakistan, Philippines, Singapore, South Africa — includes TGC
 Group 2 — North Asia (Japan, Korea)
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 1
	 	 1

(Payroll)
	  	Greater China (China, Taiwan, Hong Kong, Cambodia, Vietnam)	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 1
	 	 2

(Payroll)
	  	North Asia (Japan, Korea)	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 1
	 	 3

(Payroll)
	  	South Asia (India, Singapore, Pakistan, South Africa, Malaysia, Indonesia, Philippines, Bangladesh, Australia, New Zealand)	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 2
	 	 1

(Finance)
	  	Singapore (Cash Management)	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 2
	 	 2

(Finance)
	  	Singapore (RTR)	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Bundle 1, Phase 2 — AMA IT Applications
	  				  				  			
	 1
	 	1	  	All AMA	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Bundle 1, Phase 2 — AMA IT Infrastructure
	  				  				  			

  

			
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	 74
	 	 Wave
	  	 Country
	  	Onshore
Knowledge
Capture	 	  	Approval
for Service
Proofing	 	  	100%
Go-Live	 
	 1
	 	1	  	All AMA	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 1
	 	2	  	Singapore	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 1
	 	3	  	China, Hong Kong	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 1
	 	4	  	India	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 1
	 	5	  	Rest of AMA — Remote	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 1
	 	6	  	All AMA	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Bundle 1, Phase 2 — AMA Customer Service
	  				  				  			
	 1
	 	1	  	Australia, New Zealand, Swaziland, Namibia, Nigeria, Botswana, Kenya, Tanzania, Angola, Zambia, Mozambique, India, UAE, Qatar, Israel, Jordan, Monaco, Malta, Libya, Iraq, Egypt, Turkey, Pakistan	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 1
	 	2	  	Greater China, North Asia	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 1
	 	3	  	South East Asia	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Bundle 1, Phase 2 — AMA Consumer Relations
	  				  				  			
	 1
	 	1	  	Australia, New Zealand, Swaziland, Namibia, Nigeria, Botswana, Kenya, Tanzania, Angola, Zambia, Mozambique, India, UAE, Qatar, Israel, Jordan, Monaco, Malta, Libya, Iraq, Egypt, Turkey, India, Philippines	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 1
	 	2	  	Greater China, North Asia, South East Asia	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Bundle 1, Phase 3 — LSE Human Resources
	  				  				  			
	 1
	 	1	  	UK, Ireland, Sweden, Denmark, Finland, Norway	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 1
	 	2	  	Belgium, Netherlands, Germany, Austria, Switzerland	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 1
	 	3	  	Portugal, Italy, Spain, Switzerland — LFA, France	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 1
	 	4	  	Czech Republic, Poland, Hungary, Greece, Egypt, Turkey, Russia	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Bundle 1, Phase 3 — LSE Finance & Payroll
	  				  				  			
	 1
	 	 1

(Finance)
	  	 LSE Affiliates
 Group 1 (Belgium, Germany,
Switzerland, UK)
 Group 2 (France, Italy, Spain)
 Group 3
(Czech Republic, Greece, Hungary, Poland, Turkey)
	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 1
	 	 1

(Payroll)
	  	UK, Ireland, Sweden, Denmark, Finland, Norway	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 1
	 	 2

(Payroll)
	  	Belgium, Netherlands, Germany, Austria, Switzerland	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 1
	 	 3

(Payroll)
	  	Portugal, Italy, Spain, Switzerland — LFA, France	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 1
	 	 4

(Payroll)
	  	Czech Republic, Poland, Hungary, Greece, Egypt, Turkey, Russia	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Bundle 2, Phase 3 — LSE Finance
	  				  				  			
	 2
	 	 1

(Finance)
	  	Russia	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 2
	 	 2

(Finance)
	  	LFA	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Bundle 1, Phase 3 — LSE IT Applications
	  				  				  			
	 1
	 	1	  	All LSE (Excludes Russia & LFA) (eCommerce — Hybris)	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 1
	 	2	  	All LSE (Excludes Russia & LFA) (Retail and GSC)	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 

  

			
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	 74
	 	 Wave
	  	 Country
	  	Onshore
Knowledge
Capture	 	  	Approval
for Service
Proofing	 	  	100%
Go-Live	 
	 Bundle 1, Phase 3 — LSE IT Infrastructure
	  				  				  			
	 1
	 	1	  	All LSE (Corporate Service; Retail Service Desk)	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 1
	 	2	  	All LSE (SOC)	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 1
	 	3	  	Continental Europe	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 1
	 	4	  	UK, France	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 1
	 	5	  	Rest of LSE	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Bundle 1, Phase 3 — LSE Customer Service
	  				  				  			
	 1
	 	1	  	UK, Brussels, GAS	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 1
	 	2	  	Poland, Albania, Bulgaria, Belarus, Estonia, Croatia, Lithuania, Latvia, Moldova, Romania, Slovenia, Ukraine, Czech Republic, Slovakia, Hungary, Greece, Cyprus, Turkey, France, Italy, Vatican, Spain, Andorra, Canarias,
Portugal	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 
	 Bundle 1, Phase 3 — LSE Consumer Relations
	  				  				  			
	 1
	 	1	  	All LSE	  	 	[****]*	 	  	 	[****]*	 	  	 	[****]*	 

  

	4.	 OVERALL TRANSITION APPROACH. 

 

	4.1	 Transition Bundles. The Services and associated Transition Services (as well as the applicable
Transition Charges and Charges) are categorized into two different Bundles. For those Services in the initial bundle, as the services in the initial bundle are more specifically identified in Section 4.3 (“Bundle
1”), the Transition Services are, subject to the terms of the Agreement, to be performed on and from the Effective Date and in accordance with the Transition Plan and requirements set forth in this Exhibit 8. For Services in the
subsequent bundle, as the services in the subsequent bundle are more specifically identified in Section 4.3 (“Bundle 2”), the provision of any part of Bundle 2 shall first be subject to a determination by
LS&Co. to obtain that part of Bundle 2, and Supplier shall not assume the responsibility for either the Transition or the provision of such Services until such time as LS&Co. notifies Supplier of LS&Co.’s decision to proceed with
that part of Bundle 2 (and accordingly no amount of the Charges, Transition Charges or Supplier’s investment in Transition shall become due until after that decision). Any election of LS&Co. to proceed with a part of Bundle 2 shall be an
election to proceed with the part of Bundle 2 specified by LS&Co. in its election, and LS&Co. shall not be required to proceed with any other part of Bundle 2 not specified in the notice provided by LS&Co. There shall be no impact to the
Transition Charges, except that Supplier shall be entitled to request a Change to the Transition Charges with respect to a part of the Bundle 2 Services if such election is not made at least 2 weeks prior to the applicable Commencement Date for that
part of Bundle 2 Services (and provided that such delay is made at the convenience of LS&Co. and without regard to Supplier’s performance of the Transition Services or solution or issues associated therewith). 

 

	4.2	 Phases, and Waves. The transition approach for LS&Co. is comprised of a number of logical groupings
of countries within a region (each a “Phase”), with each Phase being defined by the following Regions: 

  

	 	(a)	 LSA (The Americas, North and South); 

 

	 	(b)	 LSE (All of Europe); and 

 

	 	(c)	 AMA (Asia, the Middle East and Africa). 

Each Phase is further broken down into a grouping of Services within the specified Region (each a “Wave”); as each Wave is
more specifically defined within the Transition Plan. Supplier shall be responsible for completing the Transition of each Phase and Wave in accordance with the timelines specified in the Transition Plan. 

 

	4.3	 Definitions of Bundles, Waves and Phases. The tables below set out the Bundles, the Phases and the Waves
for each Service Category and the completion date for the applicable milestones. 

 Bundle 1 Phase 1 (LSA — HR) 

  

			
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	 Bundle
	 	 Wave
	 	 Countries
	 	 Functions

	 1
	 	1	 	US, Canada	 	 •  Employee Relations

 
 •  Leave Management

 
 •  Recruitment

 
 •  Offboarding

 
 •  Benefits Administration

 
 •  Employee Data Management /
HRIS

  

							
	 	 	 Milestone
	  	 Acceptance Criteria
	  	Completion Date
	 1.
	 	On-Shore Knowledge Capture	  	 •  Creation and LS&Co. signoff of draft procedures manual

 
 •  Creation and LS&Co.
signoff of process maps
  
	  	[****]*
	 2.
	 	Approval for Service Proofing	  	 •  Completion and LS&Co. signoff of site readiness assessment

 
 •  Completion and LS&Co.
signoff of go-live checklist
  

•  Completion and LS&Co. signoff of IT readiness assessment

 
	  	[****]*
	 3.
	 	100% Go-Live	  	 •  Transfer of 100% of the in-scope
processes and work volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the process except
for process support for stabilization
	  	[****]*

  

							
	 Bundle
	 	 Wave
	 	 Countries
	 	 Functions

	 1
	 	2	 	Brazil, Mexico	 	 •  Employee Relations

 
 •  Leave Management

 
 •  Recruitment

 
 •  Offboarding

 
 •  Benefits Administration

 
 •  Employee Data Management /
HRIS

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 9

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Version 
  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion Date

	1.	  	On-Shore Knowledge Capture	  	 •  Creation and LS&Co. signoff of draft procedures manual

 
 •  Creation and LS&Co.
signoff of process maps
  
	  	[****]*
	2.	  	Approval for Service Proofing	  	 •  Completion and LS&Co. signoff of site readiness assessment

 
 •  Completion and LS&Co.
signoff of go-live checklist
  

•  Completion and LS&Co. signoff of IT readiness assessment

 
	  	[****]*
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
processes and work volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the process except
for process support for stabilization
	  	[****]*

 Bundle 1 Phase 1 (LSA – Finance & Payroll) 

 

							
	 Bundle
	  	 Wave
	  	 Countries
	  	 Functions

	1	  	 1

(Finance)
	  	Eugene, Canada, Mexico	  	 •  Accounts Payable

 
 •  Travel & Expense
Processing
  
 •  Technology and
Master Data
  
 •  Accounts
Receivable
  
 •  Indirect
Procurement

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion Date

	1.	  	On-Shore Knowledge Capture	  	 •  Creation and LS&Co. signoff of draft procedures manual

 
 •  Creation and LS&Co.
signoff of process maps
  
	  	[****]*
	2.	  	Approval for Service Proofing	  	 •  Completion and LS&Co. signoff of site readiness assessment

 
 •  Completion and LS&Co.
signoff of go-live checklist
  

•  Completion and LS&Co. signoff of IT readiness assessment

 
	  	[****]*
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
processes and work volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the process except
for process support for stabilization
	  	[****]*

  

							
	 Bundle
	  	 Wave
	  	 Countries
	  	 Functions

	1	  	 2

(Finance)
	  	Eugene, Canada, Mexico	  	 •  General Accounting

 
 •  Inventory Accounting

 
 •  Internal Reporting

 
 •  Treasury

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 10

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Version 
  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion Date

	1.	  	On-Shore Knowledge Capture	  	 •  Creation and LS&Co. signoff of draft procedures manual

 
 •  Creation and LS&Co.
signoff of process maps
  
	  	[****]*
	2.	  	Approval for Service Proofing	  	 •  Completion and LS&Co. signoff of site readiness assessment

 
 •  Completion and LS&Co.
signoff of go-live checklist
  

•  Completion and LS&Co. signoff of IT readiness assessment

 
	  	[****]*
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
processes and work volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the process except
for process support for stabilization
	  	[****]*

  

							
	 Bundle
	  	 Wave
	  	 Countries
	  	 Functions

	1	  	 1

(Payroll)
	  	US, Canada	  	 •  Payroll

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion Date

	1.	  	On-Shore Knowledge Capture	  	 •  Creation and LS&Co. signoff of draft procedures manual

 
 •  Creation and LS&Co.
signoff of process maps
  
	  	[****]*
	2.	  	Approval for Service Proofing	  	 •  Completion and LS&Co. signoff of site readiness assessment

 
 •  Completion and LS&Co.
signoff of go-live checklist
  

•  Completion and LS&Co. signoff of IT readiness assessment

 
	  	[****]*
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
processes and work volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the process except
for process support for stabilization
	  	[****]*

  

							
	 Bundle
	  	 Wave
	  	 Countries
	  	 Functions

	1	  	 2

(Payroll)
	  	Brazil, Mexico	  	 •  Payroll

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion Date

	1.	  	On-Shore Knowledge Capture	  	 •  Creation and LS&Co. signoff of draft procedures manual

 
 •  Creation and LS&Co.
signoff of process maps
  
	  	[****]*
	2.	  	Approval for
Service Proofing	  	 •  Completion and LS&Co. signoff of site readiness assessment
	  	[****]*

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 11

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Confidential 
 Execution
Version 
  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion Date

		  		  	  
 •  Completion
and LS&Co. signoff of go-live checklist
  

•  Completion and LS&Co. signoff of IT readiness assessment

 
	  	
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
processes and work volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the process except
for process support for stabilization
	  	[****]*

 Bundle 2 Phase 1 (LSA – Finance) 
  

							
	 Bundle
	  	 Wave
	  	 Countries
	  	 Functions

	2	  	 1

(Finance)
	  	 •  Brazil & LATAM Licensing
	  	 •  Accounts Payable

 
 •  Travel & Expense
Processing
  
 •  Accounts
Receivable
  
 •  General
Accounting
  
 •  Inventory
Accounting
  
 •  Treasury
Transactions
  
 •  Internal
Reporting
  
 •  Procurement
Enablement
  
 •  Technology and
Master Data

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 12

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

Confidential 
 Execution
Version 
  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion Date

	1.	  	On-Shore Knowledge Capture	  	 •  Creation and LS&Co. signoff of draft procedures manual

 
 •  Creation and LS&Co.
signoff of process maps
  
	  	[****]*
	2.	  	Approval for Service Proofing	  	 •  Completion and LS&Co. signoff of site readiness assessment

 
 •  Completion and LS&Co.
signoff of go-live checklist
  

•  Completion and LS&Co. signoff of IT readiness assessment

 
	  	[****]*
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
processes and work volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the process except
for process support for stabilization
	  	[****]*

  

							
	 Bundle
	  	 Wave
	  	 Countries
	  	 Functions

	2	  	 2

(Finance)
	  	Eugene, Canada, Mexico	  	 •  Accounts Receivable

 
 •  Cash Management

 
 (to be finalized during TA)

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion Date

	1.	  	On-Shore Knowledge Capture	  	 •  Creation and LS&Co. signoff of draft procedures manual

 
 •  Creation and LS&Co.
signoff of process maps
  
	  	[****]*
	2.	  	Approval for Service Proofing	  	 •  Completion and LS&Co. signoff of site readiness assessment

 
 •  Completion and LS&Co.
signoff of go-live checklist
  

•  Completion and LS&Co. signoff of IT readiness assessment

 
	  	[****]*
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
processes and work volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the process except
for process support for stabilization
	  	[****]*

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 13

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

Confidential 
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Version 
  

							
	 Bundle
	  	 Wave
	  	 Countries
	  	 Functions

	2	  	3	  	 •  Eugene, Canada, Mexico
	  	 •  Internal Reporting

 
 •  Treasury

 
 •  General Accounting

 
 •  Inventory Accounting

 
 (to be finalized during TA)

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion Date

	1.	  	On-Shore Knowledge Capture	  	 •  Creation and LS&Co. signoff of draft procedures manual

 
 •  Creation and LS&Co.
signoff of process maps
  
	  	[****]*
	2.	  	Approval for Service Proofing	  	 •  Completion and LS&Co. signoff of site readiness assessment

 
 •  Completion and LS&Co.
signoff of go-live checklist
  

•  Completion and LS&Co. signoff of IT readiness assessment

 
	  	[****]*
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
processes and work volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the process except
for process support for stabilization
	  	[****]*

 Bundle 1 Phase 1 (Global – IT Applications) 

 

							
	 Bundle
	  	 Wave
	  	 Countries
	  	 Functions

	1	  	1	  	Global	  	 •  Corp & BI (Hyperion Suite)

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion Date

	1.	  	On-Shore Knowledge Capture	  	 •  Sign-off of Knowledge Acquisition Phase
(KAP) exit criteria as mutually agreed during planning phase
  

•  Completion of draft system and maintenance technical document (SMTD)

 
	  	[****]*
	2.	  	Approval for Service Proofing	  	 •  Sign-off of Supplier’s achievement
of the shadow support phase exit criteria
  

•  Creation and LS&Co signoff of draft procedures manual

 
 •  Completion and LS&Co.
signoff of site readiness assessment
  

•  Completion and LS&Co. signoff of IT readiness assessment

 
	  	[****]*
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
activities and work volume from LS&Co. to Supplier
  

•  Completion and LS&Co. signoff of go-live checklist

 
 •  Elimination of work
performance from LS&Co. agents who previously performed the activities except for support for stabilization
	  	[****]*

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 14

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

Confidential 
 Execution
Version 
  

									
	 Bundle
	  	 Wave
	  	 Countries
	  	 Functions

	1	  	2	  	Global	  	 •  Corp & BI (all other)

 
 •  Global Supply Chain

 

		  		  	United States	  	 •  Global Supply Chain

 
 •  Wholesale

 

		  		  	Canada	  	 •  Corp & BI

 
 •  Global Supply Chain

 
 •  Wholesale

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge Capture	  	 •  Sign-off of Knowledge Acquisition Phase
(KAP) exit criteria as mutually agreed during planning phase
  

•  Completion of draft system and maintenance technical document (SMTD)

 
	  	[****]*
	2.	  	Approval for Service Proofing	  	 •  Sign-off of Supplier’s achievement
of the shadow support phase exit criteria
  

•  Creation and LS&Co signoff of draft procedures manual

 
 •  Completion and LS&Co.
signoff of site readiness assessment
  

•  Completion and LS&Co. signoff of IT readiness assessment

 
	  	[****]*
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
activities and work volume from LS&Co. to Supplier
  

•  Completion and LS&Co. signoff of go-live checklist

 
 •  Elimination of work
performance from LS&Co. agents who previously performed the activities except for support for stabilization
	  	[****]*

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 15

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

Confidential 
 Execution
Version 
  

 Bundle 1 Phase 1 (Global — IT Infrastructure) 

 

							
	 Bundle
	  	 Wave
	  	 Countries
	  	 Functions

	1	  	1	  	Global	  	 •  Common Services Transition (Desktop Engineering, Collaboration, Active Directory
Management)
  

		  		  	US, Canada, Mexico, Brazil	  	 •  Corporate and Retail Service Desk

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge Capture	  	 •  Sign-off of Knowledge Acquisition Phase
(KAP) exit criteria as mutually agreed during planning phase
  

•  Completion of draft system and maintenance technical document (SMTD)

 
	  	[****]*
	2.	  	Approval for Service Proofing	  	 •  Sign-off of Supplier’s achievement
of the shadow support phase exit criteria
  

•  Creation and LS&Co signoff of draft procedures manual

 
 •  Completion and LS&Co.
signoff of site readiness assessment
  

•  Completion and LS&Co. signoff of IT readiness assessment

 
	  	[****]*
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
activities and work volume from LS&Co. to Supplier as agreed to in the exit criteria
  

•  Completion and LS&Co. signoff of go-live checklist

 
 •  Elimination of work
performance from LS&Co. agents who previously performed the activities except for support for stabilization
	  	[****]*

  

							
	 Bundle
	  	 Wave
	  	 Countries
	  	 Functions

	1	  	2	  	All LSA	  	 •  Corporate Offices, Retail Stores

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge Capture	  	 •  Sign-off of Knowledge Acquisition Phase
(KAP) exit criteria as mutually agreed during planning phase
  

•  Completion of draft system and maintenance technical document (SMTD)

 
	  	[****]*
	2.	  	Approval for Service Proofing	  	 •  Sign-off of Supplier’s achievement
of the shadow support phase exit criteria
  

•  Creation and LS&Co signoff of draft procedures manual

 
 •  Completion and LS&Co.
signoff of site readiness assessment
  

•  Completion and LS&Co. signoff of IT readiness assessment

 
	  	[****]*

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 16

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

Confidential 
 Execution
Version 
  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
activities and work volume from LS&Co. to Supplier as agreed to in the Exit criteria
  

•  Completion and LS&Co. signoff of go-live checklist

 
 •  Elimination of work
performance from LS&Co. agents who previously performed the activities except for support for stabilization
	  	[****]*

  

							
	 Bundle
	  	 Wave
	  	 Countries
	  	 Functions

	1	  	3	  	All LSA	  	 •  Systems Operations Center

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge Capture	  	 •  Sign-off of Knowledge Acquisition Phase
(KAP) exit criteria as mutually agreed during planning phase
  

•  Completion of draft system and maintenance technical document (SMTD)

 
	  	[****]*
	2.	  	Approval for Service Proofing	  	 •  Sign-off of Supplier’s achievement
of the shadow support phase exit criteria
  

•  Creation and LS&Co signoff of draft procedures manual

 
 •  Completion and LS&Co.
signoff of site readiness assessment
  

•  Completion and LS&Co. signoff of IT readiness assessment

 
	  	[****]*
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
activities and work volume from LS&Co. to Supplier as agreed to in the Exit criteria
  

•  Completion and LS&Co. signoff of go-live checklist

 
 •  Elimination of work
performance from LS&Co. agents who previously performed the activities except for support for stabilization
	  	[****]*

  

							
	 Bundle
	  	 Wave
	  	 Countries
	  	 Functions

	1	  	4	  	Global	  	 •  Network Operations Center (WAN Operations, Data Services, Voice Services,
Network Security)

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 17

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

Confidential 
 Execution
Version 
  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge Capture	  	 •  Sign-off of Knowledge Acquisition Phase
(KAP) exit criteria as mutually agreed during planning phase
  

•  Completion of draft system and maintenance technical document (SMTD)

 
	  	[****]*
	2.	  	Approval for Service Proofing	  	 •  Sign-off of Supplier’s achievement
of the shadow support phase exit criteria
  

•  Creation and LS&Co signoff of draft procedures manual

 
 •  Completion and LS&Co.
signoff of site readiness assessment
  

•  Completion and LS&Co. signoff of IT readiness assessment

 
	  	[****]*
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
activities and work volume from LS&Co. to Supplier as agreed to in the Exit criteria
  

•  Completion and LS&Co. signoff of go-live checklist

 
 •  Elimination of work
performance from LS&Co. agents who previously performed the activities except for support for stabilization
	  	[****]*

  

							
	 Bundle
	  	 Wave
	  	 Countries
	  	 Functions

	1	  	5	  	Global	  	 •  Enterprise Security Services (SAP & GRC, Application Security, Data
Security, Infrastructure Security)

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge Capture	  	 •  Sign-off of Knowledge Acquisition Phase
(KAP) exit criteria as mutually agreed during planning phase
  

•  Completion of draft system and maintenance technical document (SMTD)

 
	  	[****]*
	2.	  	Approval for Service Proofing	  	 •  Sign-off of Supplier’s achievement
of the shadow support phase exit criteria
  

•  Creation and LS&Co signoff of draft procedures manual

 
 •  Completion and LS&Co.
signoff of site readiness assessment
  

•  Completion and LS&Co. signoff of IT readiness assessment

 
	  	[****]*
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
activities and work volume from LS&Co. to Supplier as agreed to in the Exit criteria
  

•  Completion and LS&Co. signoff of go-live checklist

 
 •  Elimination of work
performance from LS&Co. agents who previously performed the activities except for support for stabilization
	  	[****]*

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 18

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

Confidential 
 Execution
Version 
  

 Bundle 1 Phase 1 (LSA — Customer Services) 

 

							
	 Bundle
	  	 Wave
	  	 Countries
	  	 Functions

	1	  	1	  	Eugene	  	 •  Order Management

 
 •  Preliminary Order Processing
(POP)
  
 •  Dispute
Management
  
 •  Returns

 
 •  Reporting

 
 •  Other Customer Service
Activities

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge Capture	  	 •  Creation and LS&Co. signoff of draft procedures manual

 
 •  Creation and LS&Co.
signoff of process maps
  
	  	[****]*
	2.	  	Approval for Service Proofing	  	 •  Completion and LS&Co. signoff of site readiness assessment

 
 •  Completion and LS&Co.
signoff of go-live checklist
  

•  Completion and LS&Co. signoff of IT readiness assessment

 
	  	[****]*
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
processes and work volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the process except
for process support for stabilization
	  	[****]*

  

							
	 Bundle
	  	 Wave
	  	 Countries
	  	 Functions

	1	  	2	  	Mexico	  	 •  Order Management

 
 •  Preliminary Order Processing
(POP)
  
 •  Dispute
Management
  
 •  Returns

 
 •  Reporting

 
 •  Other Customer Service
Activities

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge Capture	  	 •  Creation and LS&Co. signoff of draft procedures manual

 
 •  Creation and LS&Co.
signoff of process maps
  
	  	[****]*
	2.	  	Approval for Service Proofing	  	 •  Completion and LS&Co. signoff of site readiness assessment

 
 •  Completion and LS&Co.
signoff of go-live checklist
  

•  Completion and LS&Co. signoff of IT readiness assessment

 
	  	[****]*
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
processes and work volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the process except
for process support for stabilization
	  	[****]*

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 19

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

Confidential 
 Execution
Version 
  

 Bundle 1 Phase 2 (AMA — HR) 

 

							
	 Bundle
	  	Wave	  	 Countries
	  	 Functions

	1	  	1	  	 •  Greater China (China, Taiwan,
Hong Kong, Cambodia,
Vietnam)
	  	 •  Employee Relations

 
 •  Leave Management

 
 •  Recruiting

 
 •  Offboarding

 
 •  Benefits Administration

 
 •  Compensation
Administration
  

•  Performance Management
  

•  Employee Data Management / HRIS

  

									
	 	  	 Milestone
	  	 Acceptance Criteria
	  	Completion
Date	 
	1.	  	On-Shore Knowledge Capture	  	 •  Creation and LS&Co. signoff of draft procedures manual

 
 •  Creation and LS&Co.
signoff of process maps
	  	 	[****]*	 
				
	2.	  	Approval for Service Proofing	  	 •  Completion and LS&Co. signoff of site readiness assessment

 
 •  Completion and LS&Co.
signoff of go-live checklist
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	 	[****]*	 
				
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
processes and work volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the process except
for process support for stabilization
	  	 	[****]*	 

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 20

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

Confidential 
 Execution
Version 
  

							
	 Bundle
	  	Wave	  	 Countries
	  	 Functions

	1	  	2	  	 •  North Asia (Japan, Korea)
	  	 •  Employee Relations

 
 •  Leave Management

 
 •  Recruiting

 
 •  Offboarding

 
 •  Benefits Administration

 
 •  Compensation
Administration
  

•  Performance Management
  

•  Employee Data Management / HRIS

  

									
	 	  	 Milestone
	  	 Acceptance Criteria
	  	Completion
Date	 
	1.	  	On-Shore Knowledge Capture	  	 •  Creation and LS&Co. signoff of draft procedures manual

 
 •  Creation and LS&Co.
signoff of process maps
	  	 	[****]*	 
				
	2.	  	Approval for Service Proofing	  	 •  Completion and LS&Co. signoff of site readiness assessment

 
 •  Completion and LS&Co.
signoff of go-live checklist
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	 	[****]*	 
				
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
processes and work volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the process except
for process support for stabilization
	  	 	[****]*	 

  

							
	 Bundle
	  	Wave	  	 Countries
	  	 Functions

	1	  	3	  	 •  South Asia (India, Singapore, Pakistan,
South Africa,
Malaysia, Indonesia, Philippines, Bangladesh, Australia, New Zealand
	  	 •  Employee Relations

 
 •  Leave Management

 
 •  Recruiting

 
 •  Offboarding

 
 •  Benefits Administration

 
 •  Compensation
Administration
  

•  Performance Management
  

•  Employee Data Management / HRIS

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 21

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

Confidential 
 Execution
Version 
  

									
	 	  	 Milestone
	  	 Acceptance Criteria
	  	Completion
Date	 
	1.	  	On-Shore Knowledge Capture	  	 •  Creation and LS&Co. signoff of draft procedures manual

 
 •  Creation and LS&Co.
signoff of process maps
	  	 	[****]*	 
				
	2.	  	Approval for Service Proofing	  	 •  Completion and LS&Co. signoff of site readiness assessment

 
 •  Completion and LS&Co.
signoff of go-live checklist
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	 	[****]*	 
				
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
processes and work volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the process except
for process support for stabilization
	  	 	[****]*	 

 Bundle 1 Phase 2 (AMA — Finance) 

 

							
	 Bundle
	  	Wave	  	 Countries
	  	 Functions

	1	  	1
 (Finance)
	  	Singapore	  	 •  Accounts Payable

 
 •  Accounts Receivable

 
 •  Technology and Master
data
  
 •  Fixed Assets

 
 •  All Quattro
scope

  

									
	 	  	 Milestone
	  	 Acceptance Criteria
	  	Completion
Date	 
	1.	  	On-Shore Knowledge Capture	  	 •  Creation and LS&Co. signoff of draft procedures manual

 
 •  Creation and LS&Co.
signoff of process maps
	  	 	[****]*	 
				
	2.	  	Approval for Service Proofing	  	 •  Completion and LS&Co. signoff of site readiness assessment

 
 •  Completion and LS&Co.
signoff of go-live checklist
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	 	[****]*	 
				
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
processes and work volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the process except
for process support for stabilization
	  	 	[****]*	 

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 22

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

Confidential 
 Execution
Version 
  

							
	 Bundle
	  	Wave	  	 Countries
	  	 Functions

	1	  	2
 (Finance)
	  	Greater China (China, Taiwan, Hong Kong, Vietnam, Cambodia)	  	 •  Accounts Payable

 
 •  Travel & Expense
Processing
  
 •  Accounts
Receivable
  
 •  General
Accounting
  
 •  Inventory
Accounting
  
 •  Treasury
Transactions
  
 •  Internal
Reporting
  
 •  Procurement
Enablement
  
 •  Technology and
Master Data

  

									
	 	  	 Milestone
	  	 Acceptance Criteria
	  	Completion
Date	 
	1.	  	On-Shore Knowledge Capture	  	 •  Creation and LS&Co. signoff of draft procedures manual

 
 •  Creation and LS&Co.
signoff of process maps
	  	 	[****]*	 
				
	2.	  	Approval for Service Proofing	  	 •  Completion and LS&Co. signoff of site readiness assessment

 
 •  Completion and LS&Co.
signoff of go-live checklist
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	 	[****]*	 
				
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
processes and work volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the process except
for process support for stabilization
	  	 	[****]*	 

  

							
	 Bundle
	  	Wave	  	 Countries
	  	 Functions

	1	  	3
 (Finance)
	  	Singapore	  	 •  Direct Accounts Payable

 
 •  General Accounting

 
 •  Inventory Accounting

 
 •  Internal
Reporting

  

									
	 	  	 Milestone
	  	 Acceptance Criteria
	  	Completion
Date	 
	1.	  	On-Shore Knowledge Capture	  	 •  Creation and LS&Co. signoff of draft procedures manual

 
 •  Creation and LS&Co.
signoff of process maps
	  	 	[****]*	 
	2.	  	Approval for Service Proofing	  	  

•  Completion and LS&Co. signoff of site readiness assessment

 
 •  Completion and LS&Co.
signoff of go-live checklist
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	 	[****]*	 
				
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
processes and work volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the process except
for process support for stabilization
	  	 	[****]*	 

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 23

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

Confidential 
 Execution
Version 
  

							
	 Bundle
	  	Wave	  	 Countries
	  	 Functions

	1	  	4
 (Finance)
	  	 AMA Affiliates
  

•  Group 1 — ANZ, India, Indonesia, Malaysia, Pakistan, Philippines,
Singapore, South Africa — includes GTC
  

•  Group 2 — Japan, Korea
	  	 •  Accounts Payable

 
 •  Cash Applications

 
 •  Travel & Expense
Processing
  
 •  Accounts
Receivable
  
 •  General
Accounting
  
 •  Inventory
Accounting
  
 •  Internal
Reporting
  
 •  Treasury

 
 •  Technology and Master
Data

  

									
	 	  	 Milestone
	  	 Acceptance Criteria
	  	Completion
Date	 
	1.	  	On-Shore Knowledge Capture	  	 •  Creation and LS&Co. signoff of draft procedures manual

 
 •  Creation and LS&Co.
signoff of process maps
	  	 	[****]*	 
				
	2.	  	Approval for Service Proofing	  	 •  Completion and LS&Co. signoff of site readiness assessment

 
 •  Completion and LS&Co.
signoff of go-live checklist
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	 	[****]*	 
				
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
processes and work volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the process except
for process support for stabilization
	  	 	[****]*	 

  

							
	 Bundle
	  	Wave	  	 Countries
	  	 Functions

	1	  	1
 (Payroll)
	  	Greater China (China, Taiwan, Hong Kong, Cambodia, Vietnam)	  	 •  Payroll

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 24

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

Confidential 
 Execution
Version 
  

									
	 	  	 Milestone
	  	 Acceptance Criteria
	  	Completion
Date	 
	1.	  	On-Shore Knowledge Capture	  	 •  Creation and LS&Co. signoff of draft procedures manual

 
 •  Creation and LS&Co.
signoff of process maps
	  	 	[****]*	 
	2.	  	Approval for Service Proofing	  	  

•  Completion and LS&Co. signoff of site readiness assessment

 
 •  Completion and LS&Co.
signoff of go-live checklist
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	 	[****]*	 
				
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
processes and work volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the process except
for process support for stabilization
	  	 	[****]*	 

  

							
	 Bundle
	  	Wave	  	 Countries
	  	 Functions

	1	  	2
 (Payroll)
	  	North Asia (Japan, Korea)	  	 •  Payroll

  

									
	 	  	 Milestone
	  	 Acceptance Criteria
	  	Completion
Date	 
	1.	  	On-Shore Knowledge Capture	  	 •  Creation and LS&Co. signoff of draft procedures manual

 
 •  Creation and LS&Co.
signoff of process maps
	  	 	[****]*	 
				
	2.	  	Approval for Service Proofing	  	 •  Completion and LS&Co. signoff of site readiness assessment

 
 •  Completion and LS&Co.
signoff of go-live checklist
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	 	[****]*	 
				
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
processes and work volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the process except
for process support for stabilization
	  	 	[****]*	 

  

							
	 Bundle
	  	Wave	  	 Countries
	  	 Functions

	1	  	3
 (Payroll)
	  	South Asia (India, Singapore, Pakistan, South Africa, Malaysia, Indonesia, Philippines, Bangladesh, Australia, New Zealand)	  	 •  Payroll

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 25

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

Confidential 
 Execution
Version 
  

									
	 	  	 Milestone
	  	 Acceptance Criteria
	  	Completion
Date	 
	1.	  	On-Shore Knowledge Capture	  	 •  Creation and LS&Co. signoff of draft procedures manual

 
 •  Creation and LS&Co.
signoff of process maps
	  	 	[****]*	 
				
	2.	  	Approval for Service Proofing	  	 •  Completion and LS&Co. signoff of site readiness assessment

 
 •  Completion and LS&Co.
signoff of go-live checklist
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	 	[****]*	 
				
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
processes and work volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the process except
for process support for stabilization
	  	 	[****]*	 

 Bundle 2 Phase 2 (AMA — Finance) 

 

							
	 Bundle
	  	Wave	  	 Countries
	  	 Functions

	2	  	1
 (Finance)
	  	Singapore	  	 •  Cash Management

  

									
	 	  	 Milestone
	  	 Acceptance Criteria
	  	Completion
Date	 
	1.	  	On-Shore Knowledge Capture	  	 •  Creation and LS&Co. signoff of draft procedures manual

 
 •  Creation and LS&Co.
signoff of process maps
	  	 	[****]*	 
				
	2.	  	Approval for Service Proofing	  	 •  Completion and LS&Co. signoff of site readiness assessment

 
 •  Completion and LS&Co.
signoff of go-live checklist
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	 	[****]*	 
				
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
processes and work volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the process except
for process support for stabilization
	  	 	[****]*	 

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 26

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

Confidential 
 Execution
Version 
  

							
	 Bundle
	  	Wave	  	 Countries
	  	 Functions

	2	  	2
 (Finance)
	  	Singapore	  	 •  Internal Reporting

 
 •  Treasury Transactions

 
 •  General Accounting

 
 •  Inventory Accounting

 
 (to be finalized during TA)

  

									
	 	  	 Milestone
	  	 Acceptance Criteria
	  	Completion
Date	 
	1.	  	On-Shore Knowledge Capture	  	 •  Creation and LS&Co. signoff of draft procedures manual

 
 •  Creation and LS&Co.
signoff of process maps
	  	 	[****]*	 
				
	2.	  	Approval for Service Proofing	  	 •  Completion and LS&Co. signoff of site readiness assessment

 
 •  Completion and LS&Co.
signoff of go-live checklist
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	 	[****]*	 
				
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
processes and work volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the process except
for process support for stabilization
	  	 	[****]*	 

 Bundle 1 Phase 2 (AMA — IT Applications) 

 

							
	 Bundle
	  	Wave	  	 Countries
	  	 Functions

	1	  	1	  	All AMA	  	 •  Corp & BI

 
 •  eCommerce

 
 •  Global Supply Chain

 
 •  Retail

  

									
	 	  	 Milestone
	  	 Acceptance Criteria
	  	Completion
Date	 
	1.	  	On-Shore Knowledge Capture	  	 •  Sign-off of Knowledge Acquisition
Phase (KAP) exit criteria as mutually agreed during planning phase
  

•  Completion of draft system maintenance and technical document (SMTD)
	  	 	[****]*	 
				
	2.	  	Approval for Service Proofing	  	 •  Sign-off of shadow support phase exit
criteria as mutually agreed during planning phase
  

•  Creation and LS&Co. signoff of draft procedures manual

 
 •  Completion and LS&Co.
signoff of site readiness assessment
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	 	[****]*	 

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 27

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

Confidential 
 Execution
Version 
  

									
	 	  	 Milestone
	  	 Acceptance Criteria
	  	Completion
Date	 
	3.	  	100% Go-Live	  	 •  Completion and LS&Co. signoff of
go-live checklist
  

•  Transfer of 100% of the in-scope activities and work
volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the activities
except for support for stabilization
	  	 	[****]*	 

 Bundle 1 Phase 2 (AMA — IT Infrastructure) 

 

							
	 Bundle
	  	Wave	  	 Countries
	  	 Functions

	1	  	1	  	All AMA	  	 •  Corporate and Retail Service Desk

  

									
	 	  	 Milestone
	  	 Acceptance Criteria
	  	Completion
Date	 
	1.	  	On-Shore Knowledge Capture	  	 •  Sign-off of Knowledge Acquisition
Phase (KAP) exit criteria as mutually agreed during planning phase
  

•  Completion of the draft system and maintenance technical Document (SMTD)
	  	 	[****]*	 
				
	2.	  	Approval for Service Proofing	  	 •  Sign-off of shadow support phase exit
criteria as mutually agreed during planning phase
  

•  Creation and LS&Co. signoff of draft procedures manual

 
 •  Completion and LS&Co.
signoff of site readiness assessment
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	 	[****]*	 
				
	3.	  	100% Go-Live	  	 •  Completion and LS&Co. signoff of
go-live checklist
  

•  Transfer of 100% of the in-scope activities and work
volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the activities
except for support for stabilization
	  	 	[****]*	 

  

							
	 Bundle
	  	Wave	  	 Countries
	  	 Functions

	1	  	2	  	Singapore	  	 •  Corporate Offices

 
 •  Retail Stores

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 28

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

Confidential 
 Execution
Version 
  

									
	 	  	 Milestone
	  	 Acceptance Criteria
	  	Completion
Date	 
	1.	  	On-Shore Knowledge Capture	  	 •  Sign-off of Knowledge Acquisition
Phase (KAP) exit criteria as mutually agreed during planning phase
  

•  Completion of the draft system and maintenance technical Document (SMTD)
	  	 	[****]*	 
				
	2.	  	Approval for Service Proofing	  	 •  Sign-off of shadow support phase exit
criteria as mutually agreed during planning phase
  

•  Creation and LS&Co. signoff of draft procedures manual

 
 •  Completion and LS&Co.
signoff of site readiness assessment
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	 	[****]*	 
	3.	  	100% Go-Live	  	  

•  Completion and LS&Co. signoff of go-live checklist

 
 •  Transfer of 100% of the in-scope activities and work volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the activities
except for support for stabilization
	  	 	[****]*	 

  

							
	 Bundle
	  	Wave	  	 Countries
	  	 Functions

	1	  	3	  	China, Hong Kong	  	 •  Corporate Offices

 
 •  Retail Stores

  

									
	 	  	 Milestone
	  	 Acceptance Criteria
	  	Completion
Date	 
	1.	  	On-Shore Knowledge Capture	  	 •  Sign-off of Knowledge Acquisition
Phase (KAP) exit criteria as mutually agreed during planning phase
  

•  Completion of the draft system and maintenance technical Document (SMTD)
	  	 	[****]*	 
				
	2.	  	Approval for Service Proofing	  	 •  Sign-off of shadow support phase exit
criteria as mutually agreed during planning phase
  

•  Creation and LS&Co. signoff of draft procedures manual

 
 •  Completion and LS&Co.
signoff of site readiness assessment
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	 	[****]*	 
				
	3.	  	100% Go-Live	  	 •  Completion and LS&Co. signoff of
go-live checklist
  

•  Transfer of 100% of the in-scope activities and work
volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the activities
except for support for stabilization
	  	 	[****]*	 

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 29

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

Confidential 
 Execution
Version 
  

							
	 Bundle
	  	Wave	  	 Countries
	  	 Functions

	1	  	4	  	India	  	 •  Corporate Offices

 
 •  Retail Stores

  

									
	 	  	 Milestone
	  	 Acceptance Criteria
	  	Completion
Date	 
	1.	  	On-Shore Knowledge Capture	  	 •  Sign-off of Knowledge Acquisition
Phase (KAP) exit criteria as mutually agreed during planning phase
  

•  Completion of the draft system and maintenance technical Document (SMTD)
	  	 	[****]*	 
				
	2.	  	Approval for Service Proofing	  	 •  Sign-off of shadow support phase exit
criteria as mutually agreed during planning phase
  

•  Creation and LS&Co. signoff of draft procedures manual

 
 •  Completion and LS&Co.
signoff of site readiness assessment
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	 	[****]*	 
				
	3.	  	100% Go-Live	  	 •  Completion and LS&Co. signoff of
go-live checklist
  

•  Transfer of 100% of the in-scope activities and work
volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the activities
except for support for stabilization
	  	 	[****]*	 

  

							
	 Bundle
	  	Wave	  	 Countries
	  	 Functions

	1	  	5	  	Rest of AMA — Remote	  	 •  Corporate Offices

 
 •  Retail Stores

  

									
	 	  	 Milestone
	  	 Acceptance Criteria
	  	Completion
Date	 
	1.	  	On-Shore Knowledge Capture	  	 •  Sign-off of Knowledge
AcquisitionPhase (KAP) exit criteria as mutually agreed during planning phase
  

•  Completion of the draft system and maintenance technical Document (SMTD)
	  	 	[****]*	 
				
	2.	  	Approval for Service Proofing	  	 •  Sign-off of shadow support phase exit
criteria as mutually agreed during planning phase
  

•  Creation and LS&Co. signoff of draft procedures manual

 
 •  Completion and LS&Co.
signoff of site readiness assessment
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	 	[****]*	 
				
	3.	  	100% Go-Live	  	 •  Completion and LS&Co. signoff of
go-live checklist
  

•  Transfer of 100% of the in-scope activities and work
volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the activities
except for support for stabilization
	  	 	[****]*	 

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 30

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

Confidential 
 Execution
Version 
  

							
	 Bundle
	  	Wave	  	 Countries
	  	 Functions

	1	  	6	  	All AMA	  	 •  System Operations Center

  

									
	 	  	 Milestone
	  	 Acceptance Criteria
	  	Completion
Date	 
	1.	  	On-Shore Knowledge Capture	  	 •  Sign-off of Knowledge Acquisition
Phase (KAP) exit criteria as mutually agreed during planning phase
  

•  Completion of the draft system and maintenance technical document (SMTD)
	  	 	[****]*	 
				
	2.	  	Approval for Service Proofing	  	 •  Sign-off of shadow support phase exit
criteria as mutually agreed during planning phase
  

•  Creation and LS&Co. signoff of draft procedures manual

 
 •  Completion and LS&Co.
signoff of site readiness assessment
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	 	[****]*	 
				
	3.	  	100% Go-Live	  	 •  Completion and LS&Co. signoff of
go-live checklist
  

•  Transfer of 100% of the in-scope activities and work
volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the activities
except for support for stabilization
	  	 	[****]*	 

 Bundle 1 Phase 2 (AMA — Customer Service) 

 

							
	 Bundle
	  	Wave	  	 Countries
	  	 Functions

	1	  	1	  	Australia, New Zealand, Swaziland, Namibia, Nigeria, Botswana, Kenya, Tanzania, Angola, Zambia, Mozambique, India, UAE, Qatar, Israel, Jordan, Monaco, Malta, Libya, Iraq, Egypt, Turkey, Pakistan	  	  
 •  Order
Management
  
 •  Preliminary
Order Processing (POP)
  

•  Dispute Management
  

•  Returns
  

•  Reporting
  

•  Other Customer Service Activities

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 31

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

Confidential 
 Execution
Version 
  

									
	 	  	 Milestone
	  	 Acceptance Criteria
	  	Completion
Date	 
	1.	  	On-Shore Knowledge Capture	  	 •  Creation and LS&Co. signoff of draft procedures manual

 
 •  Creation and LS&Co.
signoff of process maps
	  	 	[****]*	 
				
	2.	  	Approval for Service Proofing	  	 •  Completion and LS&Co. signoff of site readiness assessment

 
 •  Completion and LS&Co.
signoff of go-live checklist
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	 	[****]*	 
				
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
processes and work volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the process except
for process support for stabilization
	  	 	[****]*	 

  

							
	 Bundle
	  	Wave	  	 Countries
	  	 Functions

	1	  	2	  	Greater China, North Asia	  	 •  Order Management

 
 •  Preliminary Order Processing
(POP)
  
 •  Dispute
Management
  
 •  Returns

 
 •  Reporting

 
 •  Other Customer Service
Activities

  

									
	 	  	 Milestone
	  	 Acceptance Criteria
	  	Completion
Date	 
	1.	  	On-Shore Knowledge Capture	  	 •  Creation and LS&Co. signoff of draft procedures manual

 
 •  Creation and LS&Co.
signoff of process maps
	  	 	[****]*	 
				
	2.	  	Approval for Service Proofing	  	 •  Completion and LS&Co. signoff of site readiness assessment

 
 •  Completion and LS&Co.
signoff of go-live checklist
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	 	[****]*	 
				
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
processes and work volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the process except
for process support for stabilization
	  	 	[****]*	 

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 32

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

Confidential 
 Execution
Version 
  

							
	 Bundle
	  	Wave	  	 Countries
	  	 Functions

	1	  	3	  	South East Asia	  	 •  Order Management

 
 •  Preliminary Order Processing
(POP)
  
 •  Dispute
Management
  
 •  Returns

 
 •  Reporting

 
 •  Other Customer Service
Activities

  

									
	 	  	 Milestone
	  	 Acceptance Criteria
	  	Completion
Date	 
	1.	  	On-Shore Knowledge Capture	  	 •  Creation and LS&Co. signoff of draft procedures manual

 
 •  Creation and LS&Co.
signoff of process maps
	  	 	[****]*	 
				
	2.	  	Approval for Service Proofing	  	 •  Completion and LS&Co. signoff of site readiness assessment

 
 •  Completion and LS&Co.
signoff of go-live checklist
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	 	[****]*	 
				
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
processes and work volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the process except
for process support for stabilization
	  	 	[****]*	 

 Bundle 1 Phase 2 (AMA — Consumer Relations) 

 

							
	 Bundle
	  	Wave	  	 Countries
	  	 Functions

	1	  	1	  	Australia, New Zealand, Swaziland, Namibia, Nigeria, Botswana, Angola, Kenya, Tanzania, Zambia, Mozambique, UAE, Qatar, Israel, Jordan, Monaco, Malta, Libya, Iraq, Egypt, Turkey, India, Philippines	  	 •  Contact Handling & Resolution

  

									
	 	  	 Milestone
	  	 Acceptance Criteria
	  	Completion
Date	 
	1.	  	On-Shore Knowledge Capture	  	 •  Creation and LS&Co. signoff of draft procedures manual

 
 •  Creation and LS&Co.
signoff of process maps
	  	 	[****]*	 
				
	2.	  	Approval for Service Proofing	  	 •  Completion and LS&Co. signoff of site readiness assessment

 
 •  Completion and LS&Co.
signoff of go-live checklist
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	 	[****]*	 

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 33

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

Confidential 
 Execution
Version 
  

									
	 	  	 Milestone
	  	 Acceptance Criteria
	  	Completion
Date	 
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
processes and work volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the process except
for process support for stabilization
	  	 	[****]*	 

  

							
	 Bundle
	  	Wave	  	 Countries
	  	 Functions

	1	  	2	  	Greater China, North Asia, South East Asia	  	 •  Contact Handling & Resolution

  

									
	 	  	 Milestone
	  	 Acceptance Criteria
	  	Completion
Date	 
	1.	  	On-Shore Knowledge Capture	  	 •  Creation and LS&Co. signoff of draft procedures manual

 
 •  Creation and LS&Co.
signoff of process maps
	  	 	[****]*	 
				
	2.	  	Approval for Service Proofing	  	 •  Completion and LS&Co. signoff of site readiness assessment

 
 •  Completion and LS&Co.
signoff of go-live checklist
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	 	[****]*	 
				
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
processes and work volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the process except
for process support for stabilization
	  	 	[****]*	 

 Bundle 1 Phase 3 (LSE — HR) 
  

							
	 Bundle
	  	Wave	  	 Countries
	  	 Functions

	1	  	1	  	UK, Ireland, Sweden, Denmark, Finland, Norway	  	 •  Employee Relations

 
 •  Leave Management

 
 •  Recruitment

 
 •  Offboarding

 
 •  Benefits Administration

 
 •  Compensation
Administration
  

•  Performance Management
  

•  Employee Data Management / HRIS

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 34

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

Confidential 
 Execution
Version 
  

									
	 	  	 Milestone
	  	 Acceptance Criteria
	  	Completion
Date	 
	1.	  	On-Shore Knowledge Capture	  	 •  Creation and LS&Co. signoff of draft procedures manual

 
 •  Creation and LS&Co.
signoff of process maps
	  	 	[****]*	 
				
	2.	  	Approval for Service Proofing	  	 •  Completion and LS&Co. signoff of site readiness assessment

 
 •  Completion and LS&Co.
signoff of go-live checklist
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	 	[****]*	 
				
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
processes and work volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the process except
for process support for stabilization
	  	 	[****]*	 

  

							
	 Bundle
	  	Wave	  	 Countries
	  	 Functions

	1	  	2	  	Belgium, Netherlands, Germany, Austria, Switzerland	  	 •  Employee Relations

 
 •  Leave Management

 
 •  Recruitment

 
 •  Offboarding

 
 •  Benefits Administration

 
 •  Compensation
Administration
  

•  Performance Management
  

•  Employee Data Management / HRIS

  

									
	 	  	 Milestone
	  	 Acceptance Criteria
	  	Completion
Date	 
	1.	  	On-Shore Knowledge Capture	  	 •  Creation and LS&Co. signoff of draft procedures manual

 
 •  Creation and LS&Co.
signoff of process maps
	  	 	[****]*	 
				
	2.	  	Approval for Service Proofing	  	 •  Completion and LS&Co. signoff of site readiness assessment

 
 •  Completion and LS&Co.
signoff of go-live checklist
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	 	[****]*	 
				
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
processes and work volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the process except
for process support for stabilization
	  	 	[****]*	 

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 35

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

Confidential 
 Execution
Version 
  

							
	 Bundle
	  	Wave	  	 Countries
	  	 Functions

	1	  	3	  	Portugal, Italy, Spain, Switzerland — LFA, France	  	 •  Employee Relations

 
 •  Leave Management

 
 •  Recruitment

 
 •  Offboarding

 
 •  Benefits Administration

 
 •  Compensation
Administration
  

•  Performance Management
  

•  Employee Data Management / HRIS

  

									
	 	  	 Milestone
	  	 Acceptance Criteria
	  	Completion
Date	 
	1.	  	On-Shore Knowledge Capture	  	 •  Creation and LS&Co. signoff of draft procedures manual

 
 •  Creation and LS&Co.
signoff of process maps
	  	 	[****]*	 
				
	2.	  	Approval for Service Proofing	  	 •  Completion and LS&Co. signoff of site readiness assessment

 
 •  Completion and LS&Co.
signoff of go-live checklist
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	 	[****]*	 
				
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
processes and work volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the process except
for process support for stabilization
	  	 	[****]*	 

  

							
	 Bundle
	  	Wave	  	 Countries
	  	 Functions

	1	  	4	  	Czech Republic, Poland, Hungary, Greece, Egypt, Turkey, Russia	  	 •  Employee Relations

 
 •  Leave Management

 
 •  Recruitment

 
 •  Offboarding

 
 •  Benefits Administration

 
 •  Compensation
Administration
  

•  Performance Management
  

•  Employee Data Management / HRIS

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 36

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

Confidential 
 Execution
Version 
  

									
	 	  	 Milestone
	  	 Acceptance Criteria
	  	Completion
Date	 
	1.	  	On-Shore Knowledge Capture	  	 •  Creation and LS&Co. signoff of draft procedures manual

 
 •  Creation and LS&Co.
signoff of process maps
	  	 	[****]*	 
				
	2.	  	Approval for Service Proofing	  	 •  Completion and LS&Co. signoff of site readiness assessment

 
 •  Completion and LS&Co.
signoff of go-live checklist
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	 	[****]*	 
				
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
processes and work volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the process except
for process support for stabilization
	  	 	[****]*	 

 Bundle 1 Phase 3 (LSE – Finance & Payroll) 

 

							
	 Bundle
	 	Wave	  	 Countries
	  	 Functions

	1	 	1
 (Finance)
	  	 LSE Affiliates
  

•  Group 1 –Belgium, Germany, Switzerland, UK

 
 •  Group 2 – France, Italy,
Spain
  
 •  Group 3 –
Czech Republic, Greece, Hungary, Poland, Turkey
	  	 •  Accounts Payable

 
 •  Travel & Expense
Processing
  
 •  Accounts
Receivable
  
 •  General
Accounting
  
 •  Inventory
Accounting
  
 •  Treasury
Transactions
  
 •  Internal
Reporting
  
 •  Procurement
Enablement
  
 •  Technology and
Master Data

  

									
	 	  	 Milestone
	  	 Acceptance Criteria
	  	Completion
Date	 
	1.	  	On-Shore Knowledge Capture	  	 •  Creation and LS&Co. signoff of draft procedures manual

 
 •  Creation and LS&Co.
signoff of process maps
	  	 	[****]*	 
				
	2.	  	Approval for Service Proofing	  	 •  Completion and LS&Co. signoff of site readiness assessment

 
 •  Completion and LS&Co.
signoff of go-live checklist
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	 	[****]*	 
				
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
processes and work volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the process except
for process support for stabilization
	  	 	[****]*	 

  

							
	 Bundle
	 	Wave	  	 Countries
	  	 Functions

	1	 	1
 (Payroll)
	  	UK, Ireland, Sweden, Denmark, Finland, Norway	  	 •  Payroll

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 37

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

Confidential 
 Execution
Version 
  

									
	 	  	 Milestone
	  	 Acceptance Criteria
	  	Completion
Date	 
	1.	  	On-Shore Knowledge Capture	  	 •  Creation and LS&Co. signoff of draft procedures manual

 
 •  Creation and LS&Co.
signoff of process maps
	  	 	[****]*	 
				
	2.	  	Approval for Service Proofing	  	 •  Completion and LS&Co. signoff of site readiness assessment

 
 •  Completion and LS&Co.
signoff of go-live checklist
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	 	[****]*	 
				
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
processes and work volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the process except
for process support for stabilization
	  	 	[****]*	 

  

							
	 Bundle
	 	Wave	  	 Countries
	  	 Functions

	1	 	2
 (Payroll)
	  	Belgium, Netherlands, Germany, Austria, Switzerland	  	 •  Payroll

  

									
	 	  	 Milestone
	  	 Acceptance Criteria
	  	Completion
Date	 
	1.	  	On-Shore Knowledge Capture	  	 •  Creation and LS&Co. signoff of draft procedures manual

 
 •  Creation and LS&Co.
signoff of process maps
	  	 	[****]*	 
				
	2.	  	Approval for Service Proofing	  	 •  Completion and LS&Co. signoff of site readiness assessment

 
 •  Completion and LS&Co.
signoff of go-live checklist
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	 	[****]*	 
				
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
processes and work volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the process except
for process support for stabilization
	  	 	[****]*	 

  

							
	 Bundle
	 	Wave	  	 Countries
	  	 Functions

	1	 	3
 (Payroll)
	  	Portugal, Italy, Spain, Switzerland—LFA, France	  	 •  Payroll

  

									
	 	  	 Milestone
	  	 Acceptance Criteria
	  	Completion
Date	 
	1.	  	On-Shore Knowledge Capture	  	 •  Creation and LS&Co. signoff of draft procedures manual

 
 •  Creation and LS&Co.
signoff of process maps
	  	 	[****]*	 
				
	2.	  	Approval for Service Proofing	  	 •  Completion and LS&Co. signoff of site readiness assessment

 
 •  Completion and LS&Co.
signoff of go-live checklist
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	 	[****]*	 

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 38

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

Confidential 
 Execution
Version 
  

									
	 	  	 Milestone
	  	 Acceptance Criteria
	  	Completion
Date	 
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
processes and work volume from
	  	 	[****]*	 
				
		  		  	LS&Co. to Supplier	  	 	            	 
				
		  		  	 •  Elimination of work performance from LS&Co. agents who previously
performed the process except for process support for stabilization
	  			

  

							
	 Bundle
	 	Wave	  	 Countries
	  	 Functions

	1	 	4
 (Payroll)
	  	Czech Republic, Poland, Hungary, Greece, Egypt, Turkey, Russia	  	 •  Payroll

  

									
	 	  	 Milestone
	  	 Acceptance Criteria
	  	Completion
Date	 
	1.	  	On-Shore Knowledge Capture	  	 •  Creation and LS&Co. signoff of draft procedures manual

 
 •  Creation and LS&Co.
signoff of process maps
	  	 	[****]*	 
				
	2.	  	Approval for Service Proofing	  	 •  Completion and LS&Co. signoff of site readiness assessment

 
 •  Completion and LS&Co.
signoff of go-live checklist
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	 	[****]*	 
				
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
processes and work volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the process except
for process support for stabilization
	  	 	[****]*	 

 Bundle 2 Phase 3 (LSE – Finance) 
  

							
	 Bundle
	 	Wave	  	 Countries
	  	 Functions

	2	 	1
 (Finance)
	  	Russia	  	 •  All Processes

  

									
	 	  	 Milestone
	  	 Acceptance Criteria
	  	Completion
Date	 
	1.	  	On-Shore Knowledge Capture	  	 •  Creation and LS&Co. signoff of draft procedures manual

 
 •  Creation and LS&Co.
signoff of process maps
	  	 	[****]*	 
				
	2.	  	Approval for Service Proofing	  	 •  Completion and LS&Co. signoff of site readiness assessment

 
 •  Completion and LS&Co.
signoff of go-live checklist
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	 	[****]*	 
				
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
processes and work volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the process except
for process support for stabilization
	  	 	[****]*	 

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 39

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Confidential 
 Execution
Version 
  

							
	 Bundle
	 	Wave	  	 Countries
	  	 Functions

	2	 	2
 (Finance)
	  	LFA	  	 •  All Processes

  

									
	 	  	 Milestone
	  	 Acceptance Criteria
	  	Completion
Date	 
	4.	  	On-Shore Knowledge Capture	  	 •  Creation and LS&Co. signoff of draft procedures manual

 
 •  Creation and LS&Co.
signoff of process maps
	  	 	[****]*	 
				
	5.	  	Approval for Service Proofing	  	 •  Completion and LS&Co. signoff of site readiness assessment

 
 •  Completion and LS&Co.
signoff of go-live checklist
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	 	[****]*	 
				
	6.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
processes and work volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the process except
for process support for stabilization
	  	 	[****]*	 

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 40

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

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Version 
  

 Bundle 1 Phase 3 (LSE — IT Applications) 

 

							
	 Bundle
	  	Wave	  	 Countries
	  	 Functions

	1	  	1	  	 All LSE

(Excludes Russia & LFA)
	  	 •  eCommerce (Hybris)

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	Completion
Date
	1.	  	 On-Shore

Knowledge Capture
	  	 •  Sign-off of Knowledge Acquisition Phase
(KAP) exit criteria as mutually agreed during planning phase
  

•  Completion of the draft system and maintenance technical Document (SMTD)
	  	[****]*
				
	2.	  	Approval for Service Proofing	  	 •  Sign-off of shadow support phase exit
criteria as mutually agreed during planning phase
  

•  Creation and LS&Co. signoff of draft procedures manual

 
 •  Completion and LS&Co.
signoff of site readiness assessment
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •  Completion and LS&Co. signoff of
go-live checklist
  

•  Transfer of 100% of the in-scope activities and work
volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the activities
except for support for stabilization
	  	[****]*

  

							
	 Bundle
	  	Wave	  	 Countries
	  	 Functions

	1	  	2	  	All LSE (Excludes Russia and LFA)	  	 •  Retail
  

•  Global Supply Chain

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	Completion
Date
	1.	  	 On-Shore

Knowledge Capture
	  	 •  Sign-off of Knowledge Acquisition Phase
(KAP) exit criteria as mutually agreed during planning phase
  

•  Completion of the draft system and maintenance technical Document (SMTD)
	  	[****]*
				
	2.	  	Approval for Service Proofing	  	 •  Sign-off of shadow support phase exit
criteria as mutually agreed during planning phase
  

•  Creation and LS&Co. signoff of draft procedures manual

 
 •  Completion and LS&Co.
signoff of site readiness assessment
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •  Completion and LS&Co. signoff of
go-live checklist
  

•  Transfer of 100% of the in-scope activities and work
volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the activities
except for support for stabilization
	  	[****]*

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 41

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 Bundle 1 Phase 3 (LSE—IT Infrastructure) 

 

							
	 Bundle
	  	Wave	  	 Countries
	  	 Functions

	1	  	1	  	All LSE	  	 •  Corporate Service

 
 •  Retail Service
Desk

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	Completion
Date
	1.	  	 On-Shore

Knowledge Capture
	  	 •  Sign-off of Knowledge Acquisition Phase
(KAP) exit criteria as mutually agreed during planning phase
  

•  Completion of the draft system and maintenance technical Document (SMTD)
	  	[****]*
				
	2.	  	Approval for Service Proofing	  	 •  Sign-off of shadow support phase exit
criteria as mutually agreed during planning phase
  

•  Creation and LS&Co. signoff of draft procedures manual

 
 •  Completion and LS&Co.
signoff of site readiness assessment
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •  Completion and LS&Co. signoff of
go-live checklist
  

•  Transfer of 100% of the in-scope activities and work
volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the activities
except for support for stabilization
	  	[****]*

  

							
	 Bundle
	  	Wave	  	 Countries
	  	 Functions

	1	  	2	  	All LSE	  	 •  System Operation Center

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 42

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

Confidential 
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Version 
  

									
	 	  	Milestone	  	 Acceptance Criteria
	  	Completion
Date	 
	 1.
	  	On-Shore
Knowledge Capture	  	 •  Sign-off of Knowledge Acquisition Phase
(KAP) exit criteria as mutually agreed during planning phase
  

•  Completion of the draft system and maintenance technical Document (SMTD)
	  	 	[****]*	 
				
	2.	  	Approval for Service
Proofing	  	 •  Sign-off of shadow support phase exit
criteria as mutually agreed during planning phase
  

•  Creation and LS&Co. signoff of draft procedures manual

 
 •  Completion and LS&Co.
signoff of site readiness assessment
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	 	[****]*	 
				
	3.	  	100% Go-Live	  	 •  Completion and LS&Co. signoff of
go-live checklist
  

•  Transfer of 100% of the in-scope activities and work
volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the activities
except for support for stabilization
	  	 	[****]*	 

  

							
	 Bundle
	  	Wave	  	 Countries
	  	 Functions

	 1
	  	3	  	Continental Europe	  	 •  Corporate Offices

 
 •  Retail Stores

  

							
	 	  	Milestone	  	 Acceptance Criteria
	  	Completion
Date
	 1.
	  	On-Shore
Knowledge Capture	  	 •  Sign-off of Knowledge Acquisition Phase
(KAP) exit criteria as mutually agreed during planning phase
  

•  Completion of the draft system and maintenance technical Document (SMTD)
	  	[****]*
				
	2.	  	Approval for Service
Proofing	  	 •  Sign-off of shadow support phase exit
criteria as mutually agreed during planning phase
  

•  Creation and LS&Co. signoff of draft procedures manual

 
 •  Completion and LS&Co.
signoff of site readiness assessment
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •  Completion and LS&Co. signoff of
go-live checklist
  

•  Transfer of 100% of the in-scope activities and work
volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the activities
except for support for stabilization
	  	[****]*

  

							
	 Bundle
	  	Wave	  	 Countries
	  	 Functions

	 1
	  	4	  	UK and France	  	 •  Corporate Offices

 
 •  Retail Stores

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 43

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	 	  	Milestone	  	 Acceptance Criteria
	  	Completion
Date
	 4.
	  	On-Shore
Knowledge Capture	  	 •  Sign-off of Knowledge Acquisition Phase
(KAP) exit criteria as mutually agreed during planning phase
  

•  Completion of the draft system and maintenance technical Document (SMTD)
	  	[****]*
				
	5.	  	Approval for Service
Proofing	  	 •  Sign-off of shadow support phase exit
criteria as mutually agreed during planning phase
  

•  Creation and LS&Co. signoff of draft procedures manual

 
 •  Completion and LS&Co.
signoff of site readiness assessment
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	6.	  	100% Go-Live	  	 •  Completion and LS&Co. signoff of
go-live checklist
  

•  Transfer of 100% of the in-scope activities and work
volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the activities
except for support for stabilization
	  	[****]*

  

							
	 Bundle
	  	Wave	  	 Countries
	  	 Functions

	 1
	  	5	  	Rest of LSE	  	 •  Corporate Offices

 
 •  Retail Stores

  

							
	 	  	Milestone	  	 Acceptance Criteria
	  	Completion
Date
	 7.
	  	On-Shore
Knowledge Capture	  	 •  Sign-off of Knowledge Acquisition Phase
(KAP) exit criteria as mutually agreed during planning phase
  

•  Completion of the draft system and maintenance technical Document (SMTD)
	  	[****]*
				
	8.	  	Approval for
Service Proofing	  	 •  Sign-off of shadow support phase exit
criteria as mutually agreed during planning phase
  

•  Creation and LS&Co. signoff of draft procedures manual

 
 •  Completion and LS&Co.
signoff of site readiness assessment
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	9.	  	100% Go-Live	  	 •  Completion and LS&Co. signoff of
go-live checklist
  

•  Transfer of 100% of the in-scope activities and work
volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the activities
except for support for stabilization
	  	[****]*

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 44

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 Bundle 1 Phase 3 (LSE — Customer Service) 

 

							
	 Bundle
	  	Wave	  	 Countries
	  	 Functions

	 1
	  	1	  	UK, Brussels, GAS	  	 •  Order Management

 
 •  Preliminary Order Processing
(POP)
  
 •  Dispute
Management
  
 •  Returns

 
 •  Reporting

 
 •  Accounts
Receivable

  

							
	 	  	Milestone	  	 Acceptance Criteria
	  	Completion
Date
	 1.
	  	On-Shore
Knowledge Capture	  	 •  Creation and LS&Co. signoff of draft procedures manual

 
 •  Creation and LS&Co.
signoff of process maps
	  	[****]*
				
	2.	  	Approval for
Service Proofing	  	 •  Completion and LS&Co. signoff of site readiness assessment

 
 •  Completion and LS&Co.
signoff of go-live checklist
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
processes and work volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the process except
for process support for stabilization
	  	[****]*

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 45

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Version 
  

							
	 Bundle
	  	Wave	  	 Countries
	  	 Functions

	 1
	  	2	  	Poland, Albania, Bulgaria, Belarus, Estonia, Croatia, Lithuania, Latvia, Moldova, Romania, Slovenia, Ukraine, Czech Republic, Slovakia, Hungary, Greece, Cyprus, Turkey, France, Italy, Vatican, Spain, Andorra, Canarias, Portugal	  	 •  Order Management

 
 •  Preliminary Order Processing
(POP)
  
 •  Dispute
Management
  
 •  Returns

 
 •  Reporting

 
 •  Accounts
Receivable

  

							
	 	  	Milestone	  	 Acceptance Criteria
	  	Completion
Date
	 1.
	  	On-Shore
Knowledge Capture	  	 •  Creation and LS&Co. signoff of draft procedures manual

 
 •  Creation and LS&Co.
signoff of process maps
	  	[****]*
				
	2.	  	Approval for Service
Proofing	  	 •  Completion and LS&Co. signoff of site readiness assessment

 
 •  Completion and LS&Co.
signoff of go-live checklist
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
processes and work volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the process except
for process support for stabilization
	  	[****]*

 Bundle 1 Phase 3 (LSE — Consumer Relations) 

 

							
	 Bundle
	  	Wave	  	 Countries
	  	 Functions

	 1
	  	1	  	All LSE	  	 •  Contact Handling and Resolution

  

							
	 	  	Milestone	  	 Acceptance Criteria
	  	Completion
Date
	 1.
	  	On-Shore
Knowledge Capture	  	 •  Creation and LS&Co. signoff of draft procedures manual

 
 •  Creation and LS&Co.
signoff of process maps
	  	[****]*
				
	2.	  	Approval for
Service Proofing	  	 •  Completion and LS&Co. signoff of site readiness assessment

 
 •  Completion and LS&Co.
signoff of go-live checklist
  

•  Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •  Transfer of 100% of the in-scope
processes and work volume from LS&Co. to Supplier
  

•  Elimination of work performance from LS&Co. agents who previously performed the process except
for process support for stabilization
	  	[****]*

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 46

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 5. TRANSITION GOVERNANCE. 

5.1 Transition Governance Roles. Detailed governance roles and responsibilities shall be established and documented by the Parties prior to the
commencement of the Transition Services. At a minimum, Supplier’s responsibilities shall include:  
  

			
	 Role
	  	 Responsibilities

	 Transition

Director
	  	 •  Responsible for all aspects of the Transition Services

 
 •  Interface with the LS&Co.
Transition Lead
  

•  Identify/mitigate risks/issues/constraints

 
 •  Provide status/breakdown of
daily progress to the LS&Co. Transition Lead
  

•  Develop and maintain an integrated Transition Plan and manage performance of the Transition
Services to meet the Transition Plan
  

•  Identify operational transition requirements, Transition Milestones, and objective assessment
criteria
  
 •  Identify,
assemble, and deploy transition resources
  

•  Manage and oversee daily activities

 
 •  Verify the completion of
Transition Milestones
  

•  Provide status reports
  

•  Assign Individual Transition Managers for each Service Category

 
 •  Manage escalation of
transition issues
  
 •  Lead
transition team and transition management office
  

•  Coordinate Supplier Staff (and other required resources)

		
	 Individual

Transition

Managers per

each Service

Category per

Region
	  	 •  Report to the Supplier Transition Director

 
 •  Provide status/breakdown of
daily progress
  
 •  Provide
daily progress reports and issue escalation
  

•  Lead/drive the work streams

 
 •  Responsible for the
completion all tasks on-time
  

•  Responsible for escalations to the Supplier Transition Director

 
 •  Ensure all work activities
have been reviewed and documented
  

•  Develop process flows for all activities

 
 •  Ensure identified gaps have
been addressed
  
 •  Review and
obtain signoff from LS&Co. for all process flows/application and infrastructure Service Category
  

•  Work with Training Lead to ensure all training requirements have been documented

 
 •  Ensures that all knowledge
has been transferred as required
  

•  Other duties as assigned

		
	 Transition Lead

(E.g. NOC,

SOC, ESS,

Service Desk,
	  	 Responsible for the infrastructure/technology components
  

•  Report to the Supplier Transition Director

 
 •  Provide status/breakdown of
daily progress

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 47

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	 Role
	  	 Responsibilities

	 Deskside

Support,

Corp&BI,

Global Supply

Chain,

Wholesale,

Retail,

eCommerce)
	  	 •  Provide daily progress reports and issue escalation

 
 •  Drive/lead
infrastructure/technology work stream
  

•  Responsible for the completion all tasks on-time

 
 •  Responsible for escalations
to the Supplier Transition Director
  

•  Define requirements for Equipment and Software

 
 •  Responsible for the
identification and acquisition of infrastructure/technology resources to meet delivery dates as required
  

•  Other duties as assigned

		
	 System Access,

Test and

Implementation

Lead
	  	 Responsible for the coordination and execution of all activities to access required systems and applications, testing and acceptance

•  Report to the Supplier Transition Director

 
 •  Provide status/breakdown of
daily progress
  
 •  Provide
daily progress reports and issue escalation
  

•  Drive/lead system access work stream

 
 •  Responsible for the
completion all tasks on-time
  

•  Responsible for escalations to the Supplier Transition Director

 
 •  Define application
modifications allowing adequate lead time for transition
  

•  Responsible for the identification and acquisition of IT resources to meet delivery dates as
required
  
 •  Define, document
and prioritize change requests
  

•  Other duties as assigned

		
	 Performance

Testing Lead
	  	 Responsible for the coordination and execution of all performance testing

•  Report to the Supplier Transition Director

 
 •  Provide status/breakdown of
daily progress
  
 •  Provide
daily progress reports and issue escalation
  

•  Drive/lead performance testing work stream

 
 •  Responsible for the
completion all tasks on-time
  

•  Responsible for escalations to the Supplier Transition Director

 
 •  Other duties as
assigned

		
	 Production

Readiness Lead
	  	 •  Report to Supplier Transition Director

 
 •  Provide status/breakdown of
daily progress
  
 •  Provide
daily progress reports and issue escalation
  

•  Create test strategy
  

•  Create testing schedule

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 48

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	 Role
	  	 Responsibilities

		  	 •  Track and report on variances

 
 •  Coordinate variance
resolution with appropriate teams
  

•  Conduct production readiness assessment

 
 •  Drive user acceptance
tests
  
 •  Validate acceptance
tests occur according to plan
  

•  Develop
go-no-go/criteria

		
	 Reporting Lead

(per Region)
	  	 •  Report to the Supplier Transition Director

 
 •  Provide status/breakdown of
daily progress
  
 •  Provide
daily progress reports and issue escalation
  

•  Drive/lead reporting work stream

 
 •  Responsible for the
completion all tasks on-time
  

•  Responsible for escalations to the Supplier Transition Director

 
 •  Coordinate reporting
cutover
  
 •  Other duties as
assigned

		
	 Production

Support Lead
	  	 •  Report to the Supplier Transition Director

 
 •  Provide status/breakdown of
daily progress
  
 •  Provide
daily progress reports and issue escalation
  

•  Lead/drive the Supplier production support work stream

 
 •  Responsible for the
completion of all tasks on-time
  

•  Responsible for escalations to the Supplier Transition Director

 
 •  Manage transition of
production support vendor process
  

•  Ensure functional requirements and Service Levels are met

		
	 Process Lead
	  	 •  Report to the Supplier Transition Director

 
 •  Provide status/breakdown of
daily progress
  
 •  Provide
daily progress reports and issue escalation
  

•  Lead/drive the process work stream

 
 •  Responsible for the
completion all tasks on-time
  

•  Responsible for escalations to the Supplier Transition Director

 
 •  Develop process strategy

 
 •  Inventory and assess
materials gap
  
 •  Develop
process test cases as required
  

•  Review Supplier process documentation

 
 •  Other duties as
assigned

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 49

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	 Role
	  	 Responsibilities

	 Training Lead
	  	 •  Report to the Supplier Transition Director

 
 •  Provide status/breakdown of
daily progress
  
 •  Provide
daily progress reports and issue escalation
  

•  Lead/drive the training work stream

 
 •  Responsible for the
completion all tasks on-time
  

•  Responsible for escalations to the Supplier Transition Director

 
 •  Develop training strategy

 
 •  Develop go-no-go/pass-fail criteria
  

•  Inventory and assess materials gap

 
 •  Develop curriculum

 
 •  Develop training environment
test plan
  
 •  Schedule
training delivery and resources
  

•  Review Supplier training documentation

 
 •  Conduct dry run training with
user group
  
 •  Other duties
as assigned

  

	5.2	 Change Management. In addition to the positions identified above, Supplier shall, provide [****]* FTEs
to perform change management Services at the LS&Co. Service Locations to be agreed to by the Parties. The applicable Supplier Staff shall perform the change management Services for a period of [****]* weeks commencing on the date mutually agreed
to by the Parties. Supplier’s change management resources shall be responsible for: 

  

	(a)	 organizational readiness assessment; 

 

	(b)	 development of communication strategy; 

 

	(c)	 development of communications plan; 

 

	(d)	 formulation of change champion network; 

 

	(e)	 change impact capture and analysis; 

 

	(f)	 partnership-building events; 

 

	(g)	 organizational cultural alignment; and 

 

	(h)	 cross-cultural training. 

With respect to the performance of such change management Services, Supplier shall be entitled to charge LS&Co. a total amount of [****]*,
with such amount to be billed in 6 equal monthly installments (with the first installment due in the month in which the Supplier Staff commence performance of the change management). 

 

	5.3	 Status Updates. Supplier shall be responsible for providing regular status updates and information to
LS&Co. regarding the completion of the Transition Services. Without limiting the foregoing, Supplier shall: (a) track and report on the status of all tasks until completion of the Transition Services; (b) coordinating meetings with
LS&Co. to review the status of the Transition Services and reviewing the status of the Transition Services with LS&Co.; (c) provide regular updates to LS&Co. on the status of the Transition Services; (d) report on a regular basis
on: (i) activities scheduled during the current reporting period; (ii) activities planned for the next reporting 

  

			
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period; and (iii) in progress concerns/issues and recommendations for resolution. In addition, Supplier shall prepare the following reports and deliver those reports in accordance with the
frequency set forth below: 
  

					
	 Report
	  	 Description
	  	Frequency
	Transition Report	  	A written summary report on a weekly basis sufficient to enable LS&Co. to assess the progress of the Transition Services and achievement of the Transition Milestones.	  	Weekly
			
	Risk Report	  	A detailed report setting out the identified risks and the risk mitigation strategies.	  	Weekly

  

	5.4	 Transition Issue Escalation. If Supplier foresees or becomes aware of any event that may result in a
delay to the completion of the Transition Services, Supplier shall promptly notify LS&Co. of such event. Supplier shall use all reasonable efforts to mitigate the effects of any such event and continue to perform the Transition Services in
accordance with the Transition Plan. 

  

	5.5	 LS&Co Transition Governance Roles. LS&Co. shall appoint the transition roles who shall
coordinate the completion of the LS&Co. Transition Responsibilities during the Transition Period. The LS&Co.’s responsibilities shall include: 

  

			
	 Role
	  	 Responsibilities

	Transition Director	  	 •  Will map to Supplier Transition Director and ensure transition service delivery
management across all regions – LSA/LSE/AMA covering all Service categories — Finance / HR / Consumer Relations / Customer Service / IT Infrastructure / IT Applications

 
 •  Responsible for all
activities of the Transition Services assigned to LS&Co.
  

•  Interfaces with the LS&Co. Third Party Contractors to ensure completion of activities assigned
to them
  
 •  Assist Supplier
in identifying/mitigating risks/issues/constraints
  

•  Review and approve operational transition requirements, Transition Milestones, and objective
assessment criteria
  

•  Verify the completion of Transition Milestones

 
 •  Review status reports

 
 •  Assign Individual Transition
Managers for each Service Category
  

•  Manage escalation of transition issues from LS&Co. and LS&Co. Third Party
Contractors

		
	Individual Transition Managers per each Service Category per Region	  	 •  Collaboratively work with the Supplier Transition Directors for ensuring
transition responsibilities for LS&Co are executed as per the transition schedule
  

•  Reports to the LS&Co. Transition Director

 
 •  Review daily status progress
reports and issue escalation
  

•  Responsible for the completion all tasks assigned to LS&Co and third party service providers on-time
  

•  Responsible for escalations to the LS&Co. Transition Director

 
 •  Ensures identified gaps have
been addressed
  
 •  Ensures
that all knowledge has been transferred as required
  

•  Identify, assemble, and deploy resources who would participate in transition from LS&Co. and
LS&Co. Third Party Contractors

  

			
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	 Role
	  	 Responsibilities

	 Technology
 Lead
	  	 •  Work with the Supplier Technology Lead to ensure system access are provided to
the Supplier staff on time
  

•  Collaborate with Supplier Technology Lead to plan the link and connectivity requirements,
provision of the same within required timelines
  

•  Responsible for the identification and acquisition of infrastructure/technology to meet delivery
dates as required
  
 •  Assist
in Define requirements for Equipment and Software
  

•  Other duties as assigned

		
	Process Lead	  	 •  Work with Supplier Process Lead to provide the knowledge regarding as-is process of LS&Co.
  

•  Work with the Supplier Process Lead to design the new process as per the new solution review and
approve the new aligned processes
  

•  Review Supplier process documentation

 
 •  Other duties as
assigned

		
	Training Lead	  	 •  Map to the Supplier Training Lead to define requirements for training the
LS&Co. personnel
  

•  Ensure that knowledge acquisition is performed as per the Transition Plan and all resources are
assessed and certified as required
  

•  Review Supplier training documentation

 
 •  Assist in conducting dry run
training with user group
  

•  Other duties as assigned

  

			
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	6.	 TRANSITION MEETINGS. 

 

	6.1	 Transition Meetings in General. During the Transition Period, Supplier shall meet with LS&Co. to
report on Supplier’s progress in performing the Transition Services and meeting the requirements of the Transition Plan. Such meetings shall take place at the time and place designated by LS&Co. During such meetings the Parties shall:
(a) review the overall performance of, and provide strategic guidance and direction pertaining to, the Transition Services; (b) review the detailed reports produced by Supplier relating to the previous week’s Transition Services;
(c) review the Transition Services activities to be completed in the following week; (d) review the escalation process for all Transition Services issues raised in the previous week; and (e) review the risks and issues logs.

 Supplier shall provide LS&Co. with a written Transition Services status report in advance of each such meeting that
shall include: (y) an updated project timeline detailing the then-current status of all Transition Services, including the Transition Deliverables, against the Transition Plan; and (z) details of all issues or problems that Supplier is
experiencing in connection with the Transition Services and any efforts or remedial actions that Supplier is undertaking to resolve such issues or problems. 
  

	6.2	 Executive Review Sessions. Executive review sessions shall be held in the manner set forth in the
following table throughout the Transition Period, with the first such meeting being held no later than 5 days after the Effective Date: 

  

			
	 Executive Review Session

	Frequency	  	Monthly
		
	Purpose	  	 •  Review transition status and major transition issues

 
 •  Manage alignment between
transition and integration

		
	Attendees	  	 •  Supplier Governance Executive and Supplier Transition Director

 
 •  LS&Co. Governance
Executive and applicable executives of LS&Co. (e.g., CFO, CIO, etc.)

		
	Agenda	  	 •  High level status and performance updates

 
 •  High level discussion of
risks and mitigations

		
	Supporting Activities	  	Executive review report (summarized view of overall transition status meetings).
		
	Facilitation	  	Supplier

  

	6.3	 Overall Transition Status Meetings. Transition meetings shall be held for each applicable region or
Service Category in the manner set forth in the following table throughout the Transition Period, with the first meeting being held promptly after the Effective Date: 

 

			
	 Overall Transition Status
Meetings

	Frequency	  	Weekly, or such other time period agreed to by the Parties.
		
	Purpose	  	 •  Review the detailed reports produced by Supplier relating to the previous
week’s Transition Services
  

•  Review the major Transition Services activities to be completed in the following week

 
 •  Review progress against the
Transition Plan during the previous week and progress towards completion of the deliverables
  

•  Review any issues and escalations and resolve any transition issues

 
 •  Perform a review of the
overall performance of the Transition Services
  

•  Provide strategic guidance and direction to the transition
team

  

			
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	 Overall Transition Status
Meetings

	Attendees	  	 •  Supplier Governance Executive, Supplier Transition Director, and Individual
Transition Managers
  

•  LS&Co. Governance Executive

 
 •  Such other LS&Co. members
as specified by LS&Co. from time to time

		
	Agenda	  	 •  Transition Plan update

 
 •  High-level performance
issues
  
 •  Escalated
issues
  
 •  Review program
status

		
	Supporting Activities	  	Weekly status report to be prepared by Supplier.
		
	Facilitation	  	Supplier

  

	6.4	 Service Category Status Meetings. Service Category status meetings shall be held for each applicable
region or Service Category in the manner set forth in the following table throughout the Transition Period, with the first such meeting being held promptly after the Effective Date: 

 

			
	 Service Category Status
Meetings

	Frequency	  	Daily, or such other time period agreed to by the Parties.
		
	Purpose	  	 •  Agree and document progress against the Transition Plan during the previous week
and progress towards completion of the Transition Services
  

•  Agree and document risks and issues to be escalated to the applicable transition
meeting

		
	Attendees	  	 •  Supplier Transition Director

 
 •  Such other LS&Co. members
as specified by LS&Co. from time to time

		
	Agenda	  	 •  Low-level Transition Plan update,
including
  
 •  transition
issues
  
 •  risk
identification
  
 •  escalation
issues
  
 •  resource gaps

 
 •  action items

		
	Supporting Activities	  	Daily status and action items report to be prepared by Supplier.
		
	Facilitation	  	Supplier

  

			
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 MASTER SERVICES AGREEMENT 

By and Between 
 Levi
Strauss & Co. 
 And 

Wipro Limited 

November 7, 2014 

Exhibit 8 
 Transition
Plan Cross Region 
 Attachment 8.1 

Detailed Transition Plan 
  

	*	 Certain information in this exhibit has been omitted and filed separately with the Securities and Exchange
Commission. Confidential treatment has been requested with respect to the omitted portions marked with [****]*. 

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 MASTER SERVICES AGREEMENT* 

By and Between 
 Levi
Strauss & Co. 
 And 

Wipro Limited 

November 7, 2014 

Exhibit 8 
 Transition
Framework 
 Attachment 8.2 

In Flight Projects 
  

	*	 Certain information in this exhibit has been omitted and filed separately with the Securities and Exchange
Commission. Confidential treatment has been requested with respect to the omitted portions marked with [****]*. 

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 2014 IT Active Projects — Carry-over into 2015 

 

							
	 Clarity Project ID
	  	 Project Name
	  	 Project Description
	  	 Go-Live Date

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

	 PRJ00000976
	  	 [****]*
	  	 [****]*
	  	

  

			
	Exhibit 8 – Attachment 8.2 – In Flight Projects	  	Page 1

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 MASTER SERVICES AGREEMENT* 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 8 

TRANSITION FRAMEWORK 

ATTACHMENT 8.3 

EMPLOYEE TRANSFER PROVISIONS 

 
  

	* 	 Certain information in this exhibit has been omitted and filed separately with the Securities and Exchange
Commission. Confidential treatment has been requested with respect to the omitted portions marked with [****]*. 

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 TABLE OF CONTENTS 

 

									
	1.	 	 Introduction.
	  	 	1	 
				
		 	1.1	  	Purpose	  	 	1	 
		 	1.2	  	References	  	 	1	 
		 	1.3	  	Definitions	  	 	1	 
			
	2.	 	 Employee Transfer Provisions.
	  	 	1	 
				
		 	2.1	  	No Transfers of Employment	  	 	1	 
		 	2.2	  	Transfer of Undertakings Directive	  	 	1	 
			
	3.	 	 Charges in case of Transfer of Employment
	  	 	1	 
				
		 	3.1	  	Transfer to Supplier	  	 	1	 
		 	3.2	  	Transfer to LS&Co. or New Supplier	  	 	2	 

  

			
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	1.	 INTRODUCTION. 

 

	1.1	 Purpose. The provisions applicable to the employment of Affected Employees and Affected Contractors by
Supplier are set forth in this Exhibit. 

  

	1.2	 References. References to an Attachment, Appendix, Section or Article shall be to such Attachment or
Appendix to, or Section or Article of, this Exhibit unless otherwise provided. A reference to Exhibit includes a reference to the Attachments and Appendices attached hereto. 

 

	1.3	 Definitions. As used in this Exhibit, capitalized terms shall have the meanings set forth in Exhibit
1. Other terms used in this Exhibit are defined where they are used and have the meanings there indicated. The terms set forth below have the meanings set forth below: 

 

	 	(a)	 “LS&Co. Entity” means LS&Co., its Affiliates and any Previous Supplier.

  

	 	(b)	 “Previous Supplier” means a supplier of services that are the same as or similar to the
Services (or part of them) immediately prior to an applicable Commencement Date who is displaced by the transfer of Services (or part of them) to Supplier. 

  

	 	(c)	 “Supplier Entity” means Supplier, its Affiliates, any Supplier Agent, or any entity engaged by
Supplier, its Affiliates or Supplier Agent to deliver a part of the Services. 

  

	 	(d)	 “Transfer of Undertakings Directive” means the EU Council Directive 2001/23/EC and the rules
and regulations promulgated thereunder; any applicable Law that implements the EU Council Directive 2001/23/EC or any Law in any jurisdiction (as interpreted by the relevant courts and tribunals) materially similar to the EU Council Directive
2001/23/EC, and including, in each case, any modified or supplemented version of the foregoing and any newly adopted Law replacing a previous Law. 

  

	2.	 EMPLOYEE TRANSFER PROVISIONS. 

 

	2.1	 No Transfers of Employment. The Parties do not intend for any Affected Employees or Affected Contractors
to transfer to Supplier as a result of the transactions contemplated by the Agreement. 

  

	2.2	 Transfer of Undertakings Directive. Without limiting Section 2.1, LS&Co.
and Supplier believe that the Transfer of Undertakings Directive will not apply in relation to the transfer of responsibility for the delivery of the Services to Supplier as envisaged by the Agreement, so as to transfer automatically any employees
(which employees are employed by any LS&Co. Entity within the European Economic Area, or such other country that has implemented Laws substantially similar to the Transfer of Undertakings Directive) from an LS&Co. Entity to a Supplier
Entity. 

  

	3.	 CHARGES IN CASE OF TRANSFER
OF EMPLOYMENT 

  

	3.1	 Transfer to Supplier. If despite the belief of the Parties as set forth in
Section 2.1, to the extent the Parties become aware and agree that the Transfer of Undertakings Directive applies in any country to the transfer of responsibility for the delivery of the Services to Supplier as envisaged by
the Agreement, each of the Parties will comply with its respective legal obligations under applicable law. To the extent any employee of LS&Co. Entity claims that their employment should be transferred to the Supplier under the Transfer of
Undertakings Directive, the Parties agree on the terms as set forth below: 

  

	 	(a)	 Supplier shall notify LS&Co. in writing within one week upon becoming aware of such claim whether or not
Supplier intends to employ the employee with Supplier Entity. In case Supplier notifies LS&Co. that Supplier Entity intends to employ such employee and LS&Co. agrees to this in writing or in case Supplier has not duly notified LS&Co. of
such a claim within one week of becoming aware of such claim, Supplier shall be solely liable to provide this employee all rights and benefits required under the Transfer of Undertaking Directive including continuity of employment, provided however
that, LS&Co. will be responsible for any salary and benefits for the time period the employee was employed by an LS&Co Entity. 

  

	 	(b)	 If Supplier has duly notified LS&Co. that it does not intend to employ such employee claiming a transfer of
his employment to Supplier Entity, Supplier will use its reasonable efforts to come to a reasonable 

  

			
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mutual settlement with the employee. Any reasonable settlement amount paid to the employee shall be equally shared by the Parties, subject to the prior approval of such settlement by LS&Co..

  

	 	(c)	 If Supplier cannot achieve a reasonable settlement and as a result of a litigation proceeding Supplier Entity
is legally obliged to employ an employee of LS&Co. Entity, Supplier shall be solely liable to provide this employee all rights and benefits required under the Transfer of Undertaking Directive including continuity of employment. LS&Co.
agrees to pay to Supplier for the Term for each such employee [****]* of the difference between the employees legally required salary and benefits and the salary and benefits offered by Supplier to employees employed by Supplier in a similar
position in the relevant country. 

 Supplier’s responsibility with respect to sub-paragraphs
(b) and (c) shall be limited to a total of [****]* employees, after which LS&Co. shall be solely responsible for the full amount of any settlement (pursuant to sub-paragraph (b)) or for the full amount of the salary difference (pursuant to sub-paragraph (c)). 
  

	3.2	 Transfer to LS&Co. or New Supplier. In case of a termination of the Agreement the Parties do not
intend for any employee of Supplier Entity to transfer to LS&Co. Entity or a Successor as a result of the transfer of the Services to LS&Co. or that Successor due to the Transfer of Undertakings Directive. If despite this intention an
employee of Supplier Entity claims a transfer of his employment to LS&Co. or a Successor the rights and obligations of the Parties according to Section 3.1 shall apply vice versa. 

  

			
	LS&Co. – Exhibit 8 – Attachment 8.3 – Employee Tranfer Provisions	  	Page 2

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 MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 9 

LS&CO. POLICIES 

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 TABLE OF CONTENTS 

 

									
	1.	 	 Introduction.
	  	 	1	 
				
		 	1.1	  	General	  	 	1	 
		 	1.2	  	References	  	 	1	 
		 	1.3	  	Definitions	  	 	1	 
			
	2.	 	 LS&Co. Policies.
	  	 	1	 

  

			
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	1.	 INTRODUCTION. 

 

	1.1	 General. This Exhibit lists certain of the LS&Co. Policies that are applicable to Supplier in the
performance of the Services. 

  

	1.2	 References. References to an Attachment, Appendix, Section or Article shall be to such Attachment or
Appendix to, or Section or Article of, this Exhibit unless otherwise provided. A reference to this Exhibit includes a reference to the Attachments and Appendices attached hereto. 

 

	1.3	 Definitions. As used in this Exhibit, capitalized terms shall have the meanings set forth in Exhibit
1. Other terms used in this Exhibit are defined where they are used and have the meanings there indicated. 

  

	2.	 LS&CO. POLICIES. 

 

	
	 List of Policy Documents

	 LSE Return Policy v.1.0.doc

	
FINANCE_POLICY_1-3_AllowanceForDoubtfulAccounts

	
FINANCE_POLICY_1-4-A_InventoryValuation

	
FINANCE_POLICY_1-4-B_InventoryPhysicalCounts

	
FINANCE_POLICY_1-4-C_InventoryCSC_US

	
FINANCE_POLICY_1-6-A_AccountingforPPE

	
FINANCE_POLICY_1-6-B_CapitalizationOfSoftware

	
FINANCE_POLICY_1-6-C_CapitalizationOfInterestCosts

	
FINANCE_POLICY_1-6-E_AssetImpairment

	
FINANCE_POLICY_1-6-G_PPEassetManagement_US

	
FINANCE_POLICY_1-6-H_PPEmanual_US

	
FINANCE_POLICY_10-1_EmployeePrizesAndAwardsPolicy_US.docx

	
FINANCE_POLICY_4-1-A_RevenueRecognition

	
FINANCE_POLICY_4-1-B_RevenueRecognition_SalesReturnsAllowances

	
FINANCE_POLICY_4-2-A_LossesandInsuranceProceeds

	
FINANCE_POLICY_4-3-A_AdvertisingAndRetailPromotions

	
FINANCE_POLICY_4-3-B_StartUpActivitiesCosts

	
FINANCE_POLICY_4-3-C_AccountingforProductSamples

	
FINANCE_POLICY_4-3-D_BusinessRestructuringCharges

	
FINANCE_POLICY_4-4-A_MiscAssets_SalesDonationsAbandonment

	
FINANCE_POLICY_4-4-B_BarterTransactions

	
FINANCE_POLICY_2-1-A_DisbursementControls

	
FINANCE_POLICY_2-1-B_WireTransfers

	
FINANCE_POLICY_2-2-A_AccountingForLeases

	
FINANCE_POLICY_2-2-B_AccountingForOperatingLeases

	
FINANCE_POLICY_2-2-C_AccountingForCapitalLeases

	
FINANCE_POLICY_2-4-A_AssetRetirementObligation

  

			
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	 List of Policy Documents

	
FINANCE_POLICY_2-4-B_AccruedLiabilitiesandAssetReserves

	
FINANCE_POLICY_2-5-A_VacationsHolidaysandSickLeave

	
FINANCE_POLICY_2-5-B_EmployeeIncentiveCompensation

	
FINANCE_POLICY_2-5-C_Pensions

	
FINANCE_POLICY_2-5-D_PostRetirementBenefits

	 FINANCE_POLICY_2-6_UncertaintyInIncomeTaxes

	 FINANCE_POLICY_7-5_VariableInterestEntities

	 FINANCE_POLICY_7-7_FairValueMeasurements

	
FINANCE_POLICY_7-1_ExceptionRequestsToGlobalPolicies

	 FINANCE_POLICY_7-8_StandardCreditApplication

	
FINANCE_POLICY_7-9_StandardCreditApplication_RetailStores

2014 Global Travel Policy

	 Ethics-Code

	 Global Sourcing and Operating Guidelines

	 LSCO_Gifts_Policy_FINAL

	 LSCO_Global_Anti-Bribery_Anti-Corruption_Policy_FINAL 5.8.14

	 Worldwide Code of Business

	
FINANCE_POLICY_6-1_IntercompanyTransactionsandSettlement

	 FINANCE_POLICY_6-2_IntercompanyProfits

	
FINANCE_POLICY_6-3_IntercompanyTransferPricing

	 FINANCE_POLICY_6-5_CompanyChargebacks

	 FINANCE_POLICY_6-6_GlobalCashRepatriation

	 Copy of
FINANCE_POLICY_8-0_SignatureAuthorizationPolicy_EXHIBIT_I_LSA_CORP_Matrix

	 Copy of
FINANCE_POLICY_8-0_SignatureAuthorizationPolicy_EXHIBIT_II_LSE_Matrix

	 Copy of
FINANCE_POLICY_8-0_SignatureAuthorizationPolicy_EXHIBIT_III_APD_Matrix

	 Copy of
FINANCE_POLICY_8-0_SignatureAuthorizationPolicy_EXHIBIT_IV_GSC_Matrix

	
DailyOPS-ECO-Incident-Problem.pdf

	 Data Encryption Policy

	 Email Policy FINAL
01-JUL-2012

	 GIS_Policies_and_Standards_v9.12

	 Global Social Media Policy_ES.1.0

	
Global_Levi_Strauss_Workstation_Policy_07-17-12

	 Internet Access and Usage Policy

  

			
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	 List of Policy Documents

	 Oracle Security Policy

	 SQL Security Policy

	 UNIX Security Policy

	 Windows Security Policy

	 Change Management Policy_POL_0.1-2.doc

	
FINANCE_POLICY_8-0_SignatureAuthorizationPolicy

	
FINANCE_POLICY_8-0_SignatureAuthorizationPolicy_EXHIBIT_V_AddendumToMatrices

	
FINANCE_POLICY_5-1-A_NonAuditServices

	
FINANCE_POLICY_5-1-B_ContractorAccountingAndControl

	
FINANCE_POLICY_5-2_JournalEntryProcessingAndApproval

	 FINANCE_POLICY_5-3_Materiality

	 FINANCE_POLICY_5-4_SubsequentEvents

	 FINANCE_POLICY_5-5_SegregationOfDuties

	
FINANCE_POLICY_5-5-A_SegregationOfDutiesConflicts

	 FINANCE_POLICY_5-6_PriorPeriodAdjustments

	
FINANCE_POLICY_5-7-A_EmployeePersonalLoansandLosses

	 FINANCE_POLICY_5-8_GLaccountReconciliation

  

			
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 MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 10 

LS&CO. AGENT NDA 

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 THIS NON-DISCLOSURE
AGREEMENT (this “Agreement”), dated [●] (the “Effective Date”), is by and between [●], a [●] (“LS&Co. Agent”) and Wipro Limited, a company
formed under the laws of the Republic of India (“Supplier”). Supplier and LS&Co. Agent may each be referred to herein individually as a “Party” or, collectively, as the “Parties”. 

WHEREAS, pursuant to the Master Services Agreement between LS&Co., a Delaware corporation (“LS&Co.”) and Supplier dated
November 7, 2014 (the “Service Agreement”), Supplier has agreed to permit third parties to audit Supplier in accordance with the terms of the Service Agreement (“Purpose”); 

WHEREAS, LS&Co. has retained LS&Co. Agent with respect to the Purpose; 

WHEREAS, certain confidential information may be communicated to LS&Co. Agent by Supplier for the purpose of the Purpose and Supplier desires
LS&Co. Agent to keep such information confidential and to protect such information from unauthorized use or disclosure; and 
 WHEREAS, in
consideration of the disclosure of such information to LS&Co. Agent, LS&Co. Agent is willing to keep such information confidential in accordance with the terms and conditions set forth in this Agreement. 

NOW, THEREFORE, Supplier and LS&Co. Agent hereby agree as follows: 
  

	1.	 CONFIDENTIALITY. 

LS&Co. Agent shall hold all information communicated to LS&Co. Agent and either marked as “Confidential” or described as such
to LS&Co. Agent in writing either at the time of the disclosure or promptly thereafter, that relates to or arises in connection with the Purpose (the “Confidential Information”), in confidence to the same extent and in at least
the same manner as LS&Co. Agent protects its own confidential information of a similar nature (and in no event with less than reasonable care), and shall not disclose, distribute or disseminate the Confidential Information, or documents or
information derived therefrom, to any third party, except to those of LS&Co. Agent’s directors, officers, employees, affiliates, vendors, contractors and agents who have a need to have access to such Confidential Information and to
LS&Co. in connection with the Purpose. The foregoing will not prevent the LS&Co. Agent from disclosing information that belongs to the LS&Co. Agent or information that is (a) publicly known or becomes publicly known through no
unauthorized act of the LS&Co. Agent, (b) rightfully received from a third party under no obligation of confidentiality, (c) independently developed by the LS&Co. Agent without use of or reference to the Confidential Information,
or (d) already known by the LS&Co. Agent at the time of disclosure and LS&Co. Agent has no obligation of confidentiality other than pursuant to this Agreement. This Agreement will not prevent LS&Co. Agent from disclosing
Confidential Information which is required to be disclosed pursuant to a requirement of a governmental agency or law, or any governmental or political subdivision thereof, so long as LS&Co. Agent provides Supplier with written notice of such
requirement, to the extent such notice is permitted by law, and takes commercially reasonable steps to allow Supplier an opportunity to object to such disclosure. 
  

	2.	 RETURN OF CONFIDENTIAL INFORMATION.

 Unless otherwise agreed to in writing by Supplier, upon the completion of the Purpose, LS&Co. Agent will either:
(a) return to Supplier all of the Confidential Information, and all copies thereof or (b) certify in writing that all of the documented Confidential Information and all copies thereof have been destroyed, excluding copies contained in any
report (such as an audit report), which shall remain subject to Section 1. LS&Co. Agent may return the Confidential Information, or any part thereof, to Supplier at any time. 

 

	3.	 NO FURTHER RIGHTS. 

Nothing contained in this Agreement will be construed as granting or conferring any rights by license or otherwise in the Confidential
Information except as expressly provided herein. 

  

			
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	4.	 THIRD PARTY INFORMATION. 

Confidential Information may include information which belongs to a third party. Except as provided in the preceding sentence, this Agreement
does not confer any rights or remedies upon any person or entity not a Party to this Agreement. 
  

	5.	 INJUNCTIVE RELIEF. 

The Parties acknowledge and agree that monetary damages may be inadequate to compensate for a breach of the provisions contained in this
Agreement. In the event of such breach, Supplier may be entitled to seek injunctive relief and any and all other remedies available at law or in equity. 
  

	6.	 MISCELLANEOUS. 

If any provision of this Agreement is held to be invalid, illegal or unenforceable, the validity, legality and enforceability of the remaining
provisions will not in any way be affected or impaired, and such provision will be deemed to be restated to reflect the original intentions of the parties as nearly as possible in accordance with applicable law. Neither Party will act or have
authority to act as an agent of the other Party for any purpose whatsoever. No delay or omission by Supplier to exercise any right or power hereunder will impair such right or power or be construed to be a waiver thereof. All remedies provided for
in this Agreement will be cumulative and in addition to and not in lieu of any other remedies available at law, in equity or otherwise. This Agreement will be binding on Supplier and LS&Co. Agent and all of their successors and permitted
assigns. The parties agree that this Agreement (a) is the complete and exclusive statement between the parties with respect to the protection of the confidentiality of Confidential Information, (b) supersedes all related discussions and
other communications between the parties, (c) may only be modified in writing by authorized representatives of the parties, and (d) will be governed by the laws of the State of California. 

[The next page is the signature page.] 

  

			
	LS&Co. – Exhibit 10 – LS&Co. Agent NDA	  	Page 2

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 IN WITNESS WHEREOF, Supplier and LS&Co. Agent have each caused this Agreement to be signed and
delivered as of the Effective Date. 
  

							
	 LS&Co. Agent
	  				  	 Wipro Limited

	     

    

     
	  				  	      

	 Signature
	  				  	 Signature

	     

    

     
	  				  	      

	 Name
	  				  	 Name

	     

    

     
	  				  	      

	 Title
	  				  	 Title

  

			
	LS&Co. – Exhibit 10 – LS&Co. Agent NDA	  	Page 3

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 MASTER SERVICES AGREEMENT* 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 11 

APPROVED BENCHMARKERS 
  

 

	* 	 Certain information in this exhibit has been omitted and filed separately with the Securities and Exchange
Commission. Confidential treatment has been requested with respect to the omitted portions marked with [****]*. 

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 TABLE OF CONTENTS 

 

									
	1.	  	 Introduction.
	  	 	1	 
				
		  	1.1	  	General	  	 	1	 
		  	1.2	  	References	  	 	1	 
		  	1.3	  	Definitions	  	 	1	 
			
	2.	  	 List of Approved Benchmarkers.
	  	 	1	 

  

			
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	1.	 INTRODUCTION. 

 

	1.1	 General. This Exhibit sets forth the Benchmarkers approved by the Parties. 

 

	1.2	 References. References to an Attachment, Appendix, Section or Article shall be to such Attachment or
Appendix to, or Section or Article of, this Exhibit unless otherwise provided. A reference to this Exhibit includes a reference to the Attachments and Appendices attached hereto. 

 

	1.3	 Definitions. As used in this Exhibit, capitalized terms shall have the meanings set forth in
Exhibit 1. Other terms used in this Exhibit are defined where they are used and have the meanings there indicated. 

  

	2.	 LIST OF APPROVED BENCHMARKERS.

 [****]* 

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

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

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

  

			
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 MASTER SERVICES AGREEMENT* 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 12 

COMPETITORS 
  

 

	* 	 Certain information in this exhibit has been omitted and filed separately with the Securities and Exchange
Commission. Confidential treatment has been requested with respect to the omitted portions marked with [****]*. 

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 TABLE OF CONTENTS 

 

									
	1.	  	Introduction.	  	 	1	 
	 	  	1.1	  	General	  	1	 
	 	  	1.2	  	References	  	1	 
	 	  	1.3	  	Definitions	  	1	 
	2.	  	List of Supplier Competitors.	  	 	1	 
	3.	  	List of LS&Co. Competitors.	  	 	1	 

  

			
	LS&Co. – Exhibit 12 – Competitors	  	Page i

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	1.	 INTRODUCTION. 

 

	1.1	 General. This Exhibit sets forth the Supplier Competitors and LS&Co. Competitors approved by the
Parties. 

  

	1.2	 References. References to an Attachment, Appendix, Section or Article shall be to such Attachment or
Appendix to, or Section or Article of, this Exhibit unless otherwise provided. A reference to this Exhibit includes a reference to the Attachments and Appendices attached hereto. The entities identified on the lists below shall include any successor
entities which may result from a merger with (or demerger from) the entity listed below. 

  

	1.3	 Definitions. As used in this Exhibit, capitalized terms shall have the meanings set forth in Exhibit
1. Other terms used in this Exhibit are defined where they are used and have the meanings there indicated. 

  

	2.	 LIST OF SUPPLIER COMPETITORS.

 The following list of Supplier competitors may be updated upon written agreement of the Parties in accordance with
the Contract Change Process. 
  

	 	(a)	 [****]* 

  

	 	(b)	 [****]* 

  

	 	(c)	 [****]* 

  

	 	(d)	 [****]* 

  

	 	(e)	 [****]* 

  

	 	(f)	 [****]* 

  

	 	(g)	 [****]* 

  

	 	(h)	 [****]* 

  

	 	(i)	 [****]* 

  

	 	(j)	 [****]* 

  

	 	(k)	 [****]* 

  

	 	(l)	 [****]* 

  

	 	(m)	 [****]* 

  

	 	(n)	 [****]* 

  

	 	(o)	 [****]* 

  

	 	(p)	 [****]* 

  

	3.	 LIST OF LS&CO. COMPETITORS.

 The following list of competitors of LS&Co. may be updated by LS&Co. from time to time upon notice to
Supplier; except that LS&Co. may provide such a notice only once in each 3-month period. 
  

	 	(a)	 [****]* 

  

	 	(b)	 [****]* 

  

	 	(c)	 [****]* 

  

	 	(d)	 [****]* 

  

	 	(e)	 [****]* 

  

	 	(f)	 [****]* 

  

	 	(g)	 [****]* 

  

	 	(h)	 [****]* 

  

			
	LS&Co. – Exhibit 12 – Competitors	  	Page 1

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 MASTER SERVICES AGREEMENT* 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 13 

KEY SUPPLIER PERSONNEL 

 
  

	* 	 Certain information in this exhibit has been omitted and filed separately with the Securities and Exchange
Commission. Confidential treatment has been requested with respect to the omitted portions marked with [****]*. 

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 TABLE OF CONTENTS 

 

									
	1.	  	Introduction.	  	 	1	 
	 	  	1.1	  	General	  	1	 
	 	  	1.2	  	References	  	1	 
	 	  	1.3	  	Definitions	  	1	 
	2.	  	List of Key Supplier Personnel.	  	 	1	 

  

			
	LS&Co. – Exhibit 13 – Key Supplier Personnel	  	Page i

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	1.	 INTRODUCTION. 

 

	1.1	 General. This Exhibit sets forth the Key Supplier Personnel approved by the Parties.

  

	1.2	 References. References to an Attachment, Appendix, Section or Article shall be to such Attachment or
Appendix to, or Section or Article of, this Exhibit unless otherwise provided. A reference to this Exhibit includes a reference to the Attachments and Appendices attached hereto. 

 

	1.3	 Definitions. As used in this Exhibit, capitalized terms shall have the meanings set forth in Exhibit
1. Other terms used in this Exhibit are defined where they are used and have the meanings there indicated. 

  

	2.	 LIST OF KEY SUPPLIER PERSONNEL.

  

					
	 No.
	  	 Position
	  	 Name of Initial Person

	1.	  	Global Account Executive Sponsor*	  	[****]*
	2.	  	Supplier Governance Executive	  	[****]* (T)
	3.	  	Transition Director	  	[****]*
	4.	  	Transition Manager — Applications	  	[****]* (T)
	5.	  	Transition Manager — Infrastructure	  	[****]*
	6.	  	Transition Lead — BPO	  	[****]*
	7.	  	Account Delivery Head	  	[****]*
	8.	  	BPO Program Lead	  	[****]*
	9.	  	Global Human Resources Services Business Process Owner**	  	[****]*
	10.	  	Human Resource Services Lead	  	[****]*
	11.	  	Human Resource Implementation Lead	  	[****]*
	12.	  	Global Finance Services Lead	  	[****]* (T)
	13.	  	Global Consumer Relations Service Lead	  	[****]*
	14.	  	Global Customer Service Lead	  	[****]*
	15.	  	Customer Services Implementation Lead	  	[****]*

  

	 	•	 	 * - [****]* will be committed sufficiently and available to the program and their business stakeholders.
He will oversee the entire program. He will not be considered under “Key Supplier Personnel definition”. 

  

	 	•	 	 ** — [****]* will be the leader for HR Operations with sufficient time commitment to the project as
required. He will represent the services at the key Governance meetings and will be the key interface for the HR Business Leader from LS&Co. He will not be considered under “Key Supplier Personnel definition”. 

 

	 	•	 	 (T) – Tentative, to be confirmed 

  

			
	LS&Co. – Exhibit 13 – Key Supplier Personnel	  	Page 1

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 MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 14 

APPROVED SUPPLIER AGENTS 

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 TABLE OF CONTENTS 

 

									
	1.	  	Introduction.	  	 	1	 
	 	  	1.1	  	General	  	1	 
	 	  	1.2	  	References	  	1	 
	 	  	1.3	  	Definitions	  	1	 
	2.	  	List of Approved Supplier Agents.	  	 	1	 

  

			
	LS&Co. – Exhibit 14 – Approved Supplier Agents	  	Page i

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	1.	 INTRODUCTION. 

 

	1.1	 General. This Exhibit sets forth the Supplier Agents approved by the Parties. 

 

	1.2	 References. References to an Attachment, Appendix, Section or Article shall be to such Attachment or
Appendix to, or Section or Article of, this Exhibit unless otherwise provided. A reference to this Exhibit includes a reference to the Attachments and Appendices attached hereto. 

 

	1.3	 Definitions. As used in this Exhibit, capitalized terms shall have the meanings set forth in Exhibit
1. Other terms used in this Exhibit are defined where they are used and have the meanings there indicated. 

 2. LIST OF APPROVED
SUPPLIER AGENTS. 
 Supplier to provide details of the subcontractors of Supplier who will be providing a part of the Service. Such
subcontractors are subject to review and approval by LS&Co. in accordance with Section 11.7 of the Agreement. 
  

	 	(a)	 Transversal for HR Portal 

 

	 	(b)	 Translation.com 

  

	 	(c)	 Scanning, Mailroom and doc storage – To be decided 

 

	 	(d)	 Workday Contractor – To be Decided 

 

	 	(e)	 CompuCom Systems Inc. 

 

	 	(f)	 Getronics 

  

			
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 MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 15 

NEW SERVICES PROPOSAL 

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 AMENDMENT NO. [●] 

This Amendment No. [●] (“Amendment”), dated [●] (“Amendment Effective Date”) is by and between Levi
Strauss & Co., (“LS&Co.”) and Wipro Limited (“Supplier”) and amends the Master Services Agreement between LS&Co. and Supplier dated November 7, 2014 (“Agreement”). Capitalized
terms not otherwise defined herein shall have the meanings set forth in the Agreement. This Amendment and corresponding Attachments are incorporated into and become a part of the Agreement on the Amendment Effective Date. 

RECITALS 

WHEREAS, the Parties have agreed that Supplier will provide to LS&Co. certain technology, operations, capabilities and
related services that constitute New Services (as defined in the Agreement); and 
 WHEREAS, the Agreement provides that LS&Co. and
Supplier shall execute and deliver an amendment to establish the terms and conditions upon which Supplier shall provide such New Services to LS&Co. 

NOW, THEREFORE, for and in consideration of the agreements set forth below, LS&Co. and Supplier agree as follows: 

 

	1.DESCRIPTION	 OF NEW SERVICES. 

The services, functions and responsibilities to be performed by Supplier in connection with the New Services are described in Attachment 1 (Description
of Services) to this Amendment. If applicable, such New Services shall be within the [Insert Service Category]. 
 [Note: Attachment
1 should address: (a) any new Software or Equipment to be provided by Supplier in connection with the New Services; (b) the Software and Equipment and the
run-time requirements, if applicable, necessary to develop and operate any new Software used in connection with the New Services; (c) the resource requirements necessary in connection with
such New Services (including additional Supplier Staff); (d) any existing Software or Equipment included, or to be used, in connection with such New Services; (e) any other requirements necessary in connection with such New
Services; (f) any additional Supplier Service Location(s); and (g) any other information requested by LS&Co.] 
  

	2.	 CHARGES. 

The charges and fees that LS&Co. shall pay Supplier for performing the New Services are set forth in Attachment 2 (Charges) to this Amendment.
Unless otherwise set forth in this Amendment, such charges and fees shall be invoiced to and paid by LS&Co. in accordance with the Agreement. 
  

	3.	 SERVICE LEVELS. 

A description of the Service Levels (if any) and associated measurement and monitoring tools (if any) for the New Service as well as any Service Level Credits
is set forth in Attachment 3 (Service Levels) to this Amendment. Service Level Credits shall be payable in accordance with the Agreement. 
  

	4.	 TRANSITION. 

Supplier shall commence providing the New Services on [Insert Start Date] and shall conclude its performance of the New Services no later than
[Insert Completion Date]. Supplier shall perform all services, functions, and responsibilities necessary to accomplish the transition of the New Services in accordance with the transition plan set forth in Attachment 4 (Transition
Plan) to the Amendment. 
  

	5.	 TERMS AND CONDITIONS. 

The terms and conditions set forth in the Agreement shall apply to the provision of the New Services by Supplier and the utilization of the New Services by
LS&Co. 

  

			
	LS&Co. – Exhibit 15 – New Services Proposal Form	  	Page 1

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 IN WITNESS WHEREOF, each of LS&Co. and Supplier has
caused this Amendment to be signed and delivered by its duly authorized representatives. 
  

					
	 Levi Strauss & Co.
	 		  	 Wipro Limited

	      
	 		  	      

	 Signature
	 		  	 Signature

	      
	 		  	      

	 Name
	 		  	 Name

	      
	 		  	      

	 Title
	 		  	 Title

  

			
	LS&Co. – Exhibit 15 – New Services Proposal Form	  	Page 2

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 MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 16 

FORM OF LOCAL COUNTRY AGREEMENT 

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 FORM OF LOCAL COUNTRY AGREEMENT 

FOR [JURISDICTION] 
 This
Local Country Agreement for [jurisdiction] (this “Agreement”) is entered into effective [insert date] (the “Effective Date”) by and between [Affiliate’s full legal name, jurisdiction of
organization, principal business address and any other identification required by applicable Law, e.g., registration number] (“Customer”) and [Supplier in-country Affiliate’s full
legal name, jurisdiction of organization, principal business address and any other identification required by applicable Law, e.g., registration number] (“Supplier”). 

WHEREAS, Levi Strauss & Co., a Delaware corporation (“LS&Co.”), and Wipro Limited, a company formed under the laws of the
Republic of India (“Wipro”) are parties to a global Master Services Agreement, dated November 7, 2014 (the “Service Agreement”); 

WHEREAS, Customer and Supplier desire to enter into this Agreement as a Local Country Agreement, pursuant to Section 15.10 of
the Service Agreement, with respect to the Services; 
 NOW THEREFORE, in consideration of the mutual promises and covenants contained herein, and of
other good and valid consideration, the receipt and sufficiency of which is hereby acknowledged, Customer and Supplier (collectively, the “Parties” and each, a “Party”) hereby agree as follows: 

 

	1.	 Term, Definitions. The term of this Agreement shall commence on [insert date] (the
“Commencement Date”) and continue until any expiration or termination of the Service Agreement, unless otherwise agreed to by each of Supplier, Customer, LS&Co. and Wipro, respectively, in writing. Capitalized terms used but not
defined herein shall have the meanings ascribed to such terms in the Service Agreement 

  

	2.	 Services. Commencing on the Commencement Date, Supplier shall provide and perform for Customer the
Services in accordance with the Service Levels and other applicable terms and conditions set forth therein, and as such Services may evolve or be supplemented, enhanced, modified or replaced from time to time during the term of this Agreement. The
Services may be provided from other countries or jurisdictions or through third parties, only to the extent expressly permitted under the Service Agreement. 

  

	3.	 Fees. Supplier shall invoice Customer on a monthly basis, and Customer agrees to pay Supplier, in each
case, in accordance with the applicable provisions of the Service Agreement. Supplier’s invoices under this Agreement shall include all fees payable under the Service Agreement for the applicable Services provided to Customer. The Parties’
respective responsibilities for taxes arising under or in connection with this Agreement shall be in accordance with the applicable provisions of the Service Agreement. 

 

	4.	 Data Protection and Privacy. Customer and Supplier hereby acknowledge and agree to be bound by the
provisions of the Service Agreement related to data protection and privacy. 

  

	5.	 Dispute Resolution, Governing Law. Customer and Supplier hereby acknowledge and agree to be bound by the
provisions of the Service Agreement related to dispute resolution and to be bound by the choice of law in Section 29.12 of the Service Agreement and to treat the law referred to in Section 29.12 of
the Service Agreement as being the law governing this Agreement. 

  

	6.	 Precedence. In the event of any conflict between the provisions of this Agreement and the Service
Agreement, the Service Agreement shall take precedence. Any amendment, variation or modification to the Service Agreement will be binding upon each of Customer and Supplier with respect to this Agreement, whether said amendment, variation or
modification came into effect before or after the Effective Date. 

  

	7.	 Notices. Wherever under this Agreement Supplier or Customer is required or permitted to give written
notice to the other, such notice shall be delivered by providing notice to LS&Co. or Wipro, as appropriate, in accordance with the Service Agreement. 

  

	8.	 Counterparts. This Agreement may be executed in several counterparts, all of which taken together shall
constitute one single agreement between the Parties hereto. 

  

			
	LS&Co. – Exhibit 16 – Form of Local Country Agreement	  	Page 1

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	9.	 Service Agreement Application. Customer and Supplier agree that the Service Agreement shall govern the
relationship between Customer and Supplier, and each of Customer and Supplier shall comply with the applicable terms of the Service Agreement. To the extent that the performance of a Party’s obligation in accordance with the express terms of
the Service Agreement would result in that Party violating a local Law of [jurisdiction], the Parties shall implement that obligation in a manner that: (a) only modifies that obligation to the extent necessary to enable the Party to
perform that obligation in accordance with the requirements of the applicable local Law of [jurisdiction]; and (b) to the extent possible, reflects the original intention of the parties to the Service Agreement with respect to that
obligation. 

 [The next page is the signature page.] 

  

			
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 IN WITNESS WHEREOF, the Parties have caused this Agreement to be executed by their respective duly authorized
representatives as of the Effective Date. 
  

					
	 [Customer]
	 		  	 [Supplier]

	      
	 		  	      

	 Signature
	 		  	 Signature

	      
	 		  	      

	 Name
	 		  	 Name

	      
	 		  	      

	 Title
	 		  	 Title

  

			
	LS&Co. – Exhibit 16 – Form of Local Country Agreement	  	Page 3

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 MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 17 

DISASTER RECOVERY PLAN REQUIREMENTS 

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 TABLE OF CONTENTS 

 

									
	1.	  	 Introduction.
	  	 	1	 
		  	1.1	  	Purpose	  	 	1	 
		  	1.2	  	References	  	 	1	 
		  	1.3	  	Definitions	  	 	1	 
	2.	  	 Disaster Recovery Plan Requirements.
	  	 	1	 

  

			
	LS&Co. – Exhibit 17 – Disaster Recovery Plan Requirements	  	Page i

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	1.	 INTRODUCTION. 

 

	1.1	 Purpose. This Exhibit describes the minimum disaster recovery arrangements and procedures applicable to
each Disaster Recovery Plan to be provided by Supplier pursuant to the Agreement. 

  

	1.2	 References. References to an Attachment, Appendix, Section or Article shall be to such Attachment or
Appendix to, or Section or Article of, this Exhibit unless otherwise provided. A reference to Exhibit includes a reference to the Attachments and Appendices attached hereto. 

 

	1.3	 Definitions. As used in this Exhibit, capitalized terms shall have the meanings set forth in Exhibit
1. Other terms used in this Exhibit are defined where they are used and have the meanings there indicated. 

  

	2.	 DISASTER RECOVERY PLAN REQUIREMENTS.

 The Parties acknowledge and agree that this Exhibit 17 has not been completed as of the Effective Date.
Accordingly, the Parties agree that they shall continue to negotiate and finalize this Exhibit 17 in good faith, with the goal of promptly completing this Exhibit 17 (but in no event later than the end of Knowledge Acquisition) and
incorporating the completed Exhibit 17 into the Agreement. The completed Exhibit 17 shall be incorporated into the Agreement by means of an addenda executed by both Parties, with such completed Exhibit 17 being effective as of
the Effective Date (and without the requirement for additional consideration with respect to the finalization of Exhibit 17 and execution of the addenda). 

  

			
	LS&Co. – Exhibit 17 – Disaster Recovery Plan Requirements	  	Page 1EX-4.2

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 Exhibit 4.2 
  

 
  

LEVI STRAUSS & CO. 

as Issuer 
 5.00% Senior
Notes due 2025 
  
  

INDENTURE 
 Dated as of
April 27, 2015 
 WELLS FARGO BANK, NATIONAL ASSOCIATION, 

as Trustee 
  

 
  

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 TABLE OF CONTENTS 

ARTICLE I 
 Definitions and
Incorporation by Reference 
 Page 
  

							
	 Section 1.01.
	 	Definitions	  	 	1	 
	 Section 1.02.
	 	Other Definitions	  	 	25	 
	 Section 1.03.
	 	Incorporation by Reference of Trust Indenture Act	  	 	25	 
	 Section 1.04.
	 	Rules of Construction	  	 	26	 
	
	ARTICLE II	 
	
	The Notes	 
			
	 Section 2.01.
	 	Amount of Notes; Issuable in Series	  	 	26	 
	 Section 2.02.
	 	Form and Dating	  	 	27	 
	 Section 2.03.
	 	Execution and Authentication	  	 	28	 
	 Section 2.04.
	 	Registrar and Paying Agent	  	 	28	 
	 Section 2.05.
	 	Paying Agent To Hold Money in Trust	  	 	28	 
	 Section 2.06.
	 	Noteholder Lists	  	 	29	 
	 Section 2.07.
	 	Replacement Notes	  	 	29	 
	 Section 2.08.
	 	Outstanding Notes	  	 	29	 
	 Section 2.09.
	 	Temporary Notes	  	 	29	 
	 Section 2.10.
	 	Cancellation	  	 	29	 
	 Section 2.11.
	 	Defaulted Interest	  	 	29	 
	 Section 2.12.
	 	CUSIP, ISIN or Common Code Numbers	  	 	30	 
	
	ARTICLE III	 
	
	Redemption	 
			
	 Section 3.01.
	 	Notices to Trustee	  	 	30	 
	 Section 3.02.
	 	Selection of Notes To Be Redeemed	  	 	30	 
	 Section 3.03.
	 	Notice of Redemption	  	 	30	 
	 Section 3.04.
	 	Effect of Notice of Redemption	  	 	31	 
	 Section 3.05.
	 	Deposit of Redemption Price	  	 	31	 
	 Section 3.06.
	 	Notes Redeemed in Part	  	 	31	 
	
	ARTICLE IV	 
	
	Covenants	 
			
	 Section 4.01.
	 	Covenant Suspension	  	 	32	 
	 Section 4.02.
	 	Payment of Notes	  	 	32	 
	 Section 4.03.
	 	SEC Reports	  	 	32	 
	 Section 4.04.
	 	Limitation on Debt	  	 	32	 
	 Section 4.05.
	 	Limitation on Restricted Payments	  	 	35	 
	 Section 4.06.
	 	Limitation on Liens	  	 	38	 
	 Section 4.07.
	 	Limitation on Asset Sales	  	 	38	 

  
 -i- 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

							
	 Section 4.08.
	 	Limitation on Restrictions on Distributions from Restricted Subsidiaries	  	 	41	 
	 Section 4.09.
	 	Limitation on Transactions with Affiliates	  	 	42	 
	 Section 4.10.
	 	Designation of Restricted and Unrestricted Subsidiaries	  	 	43	 
	 Section 4.11.
	 	[Reserved]	  	 	44	 
	 Section 4.12.
	 	Change of Control	  	 	44	 
	 Section 4.13.
	 	Further Instruments and Acts	  	 	46	 
	 Section 4.14.
	 	Future Subsidiary Guarantors	  	 	46	 
	
	ARTICLE V	 
	
	Successor Company	 
			
	 Section 5.01.
	 	 When Company May Merge or Transfer Assets
	  	 	46	 
	
	ARTICLE VI	 
	
	Defaults and Remedies	 
			
	 Section 6.01.
	 	Events of Default	  	 	47	 
	 Section 6.02.
	 	Acceleration	  	 	48	 
	 Section 6.03.
	 	Other Remedies	  	 	49	 
	 Section 6.04.
	 	Waiver of Past Defaults	  	 	49	 
	 Section 6.05.
	 	Control by Majority	  	 	49	 
	 Section 6.06.
	 	Limitation on Suits	  	 	49	 
	 Section 6.07.
	 	Rights of Holders to Receive Payment	  	 	50	 
	 Section 6.08.
	 	Collection Suit by Trustee	  	 	50	 
	 Section 6.09.
	 	Trustee May File Proofs of Claim	  	 	50	 
	 Section 6.10.
	 	Priorities	  	 	50	 
	 Section 6.11.
	 	Undertaking for Costs	  	 	50	 
	 Section 6.12.
	 	Waiver of Stay or Extension Laws	  	 	51	 
	
	ARTICLE VII	 
	
	Trustee	 
			
	 Section 7.01.
	 	Duties of Trustee	  	 	51	 
	 Section 7.02.
	 	Rights of Trustee	  	 	52	 
	 Section 7.03.
	 	Individual Rights of Trustee	  	 	53	 
	 Section 7.04.
	 	Trustee’s Disclaimer	  	 	53	 
	 Section 7.05.
	 	Notice of Defaults	  	 	53	 
	 Section 7.06.
	 	Reports by Trustee to Holders	  	 	54	 
	 Section 7.07.
	 	Compensation and Indemnity	  	 	54	 
	 Section 7.08.
	 	Replacement of Trustee	  	 	54	 
	 Section 7.09.
	 	Successor Trustee by Merger	  	 	55	 
	 Section 7.10.
	 	Eligibility; Disqualification	  	 	55	 
	 Section 7.11.
	 	Preferential Collection of Claims Against Company	  	 	56	 

  
 -ii- 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 ARTICLE VIII 

Discharge of Indenture; Defeasance 
  

							
	 Section 8.01.
	 	Discharge of Liability on Notes; Defeasance	  	 	56	 
	 Section 8.02.
	 	Conditions to Defeasance	  	 	57	 
	 Section 8.03.
	 	Application of Trust Money	  	 	58	 
	 Section 8.04.
	 	Repayment to Company	  	 	58	 
	 Section 8.05.
	 	Indemnity for Government Obligations	  	 	58	 
	 Section 8.06.
	 	Reinstatement	  	 	58	 
	
	ARTICLE IX	 
	
	Amendments	 
			
	 Section 9.01.
	 	Without Consent of Holders	  	 	58	 
	 Section 9.02.
	 	With Consent of Holders	  	 	59	 
	 Section 9.03.
	 	Compliance with Trust Indenture Act	  	 	60	 
	 Section 9.04.
	 	Revocation and Effect of Consents and Waivers	  	 	60	 
	 Section 9.05.
	 	Notation on or Exchange of Notes	  	 	60	 
	 Section 9.06.
	 	Trustee To Sign Amendments	  	 	60	 
	 Section 9.07.
	 	Payment for Consent	  	 	60	 
	
	ARTICLE X	 
	
	Miscellaneous	 
			
	 Section 10.01.
	 	Trust Indenture Act Controls	  	 	60	 
	 Section 10.02.
	 	Notices	  	 	61	 
	 Section 10.03.
	 	Communication by Holders with Other Holders	  	 	62	 
	 Section 10.04.
	 	Certificate and Opinion as to Conditions Precedent	  	 	62	 
	 Section 10.05.
	 	Statements Required in Certificate or Opinion	  	 	62	 
	 Section 10.06.
	 	Annual Officer’s Certificate as to Compliance	  	 	62	 
	 Section 10.07.
	 	When Notes Disregarded	  	 	62	 
	 Section 10.08.
	 	Rules by Trustee, Paying Agents and Registrar	  	 	63	 
	 Section 10.09.
	 	Legal Holidays	  	 	63	 
	 Section 10.10.
	 	Governing Law; Jury Trial Waiver	  	 	63	 
	 Section 10.11.
	 	No Recourse Against Others	  	 	63	 
	 Section 10.12.
	 	Successors	  	 	63	 
	 Section 10.13.
	 	Multiple Originals	  	 	63	 
	 Section 10.14.
	 	Table of Contents; Headings	  	 	63	 
	 Section 10.15.
	 	Force Majeure	  	 	63	 
	 Section 10.16.
	 	U.S.A. Patriot Act	  	 	64	 

  

			
	Appendix A	  	- Provisions Relating to Initial Notes and Exchange Notes

 EXHIBIT INDEX 
  

			
	Exhibit A	  	- Form of Initial Note
	Exhibit B	  	- Form of Transferee Letter of Representation

  

  
 -iii- 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 CROSS-REFERENCE TABLE 

 

			
	 TIA Section
	  	 Indenture Section

	310(a)(1)	  	7.10
	      (a)(2)	  	7.10
	      (a)(3)	  	N.A.
	      (a)(4)	  	N.A.
	      (b)	  	7.08; 7.10
	      (c)	  	N.A.
	311(a)	  	7.11
	      (b)	  	7.11
	      (c)	  	N.A.
	312(a)	  	2.06
	      (b)	  	1.03
	313(a)	  	7.06
	      (b)(1)	  	N.A.
	      (b)(2)	  	7.06
	      (c)	  	7.06; 10.02
	      (d)	  	7.06
	314(a)(1)	  	4.03
	      (a)(2)	  	1.03
	      (a)(3)	  	1.03
	      (a)(4)	  	10.06
	      (b)	  	N.A.
	      (c)(1)	  	10.04
	      (c)(2)	  	10.04
	      (c)(3)	  	N.A.
	      (d)	  	N.A.
	      (e)	  	10.05
	315(a)	  	7.01
	      (b)	  	7.05; N.A.
	      (c)	  	7.01
	      (d)	  	7.01
	      (e)	  	6.11
	316(a)(last sentence)	  	N.A.
	      (a)(1)(A)	  	6.05
	      (a)(1)(B)	  	6.04
	      (a)(2)	  	N.A.
	      (b)	  	6.07
	317(a)(1)	  	6.08
	      (a)(2)	  	6.09
	      (b)	  	2.05
	318(a)	  	10.01

 N.A. Means Not Applicable. 

Note: This Cross-Reference Table shall not, for any purposes, be deemed to be part of this Indenture. 

 

  
 iv. 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 INDENTURE dated as of April 27, 2015 between LEVI STRAUSS & CO., a Delaware
corporation (the “Company”), and WELLS FARGO BANK, NATIONAL ASSOCIATION, a national banking association organized under the laws of the United States of America, as Trustee (the “Trustee”). 

Each party agrees as follows for the benefit of the other party and for the equal and ratable benefit of the Holders of (i) 5.00% Senior Notes
due 2025 (the “Initial Notes”), to be issued from time to time in one or more series as in this Indenture provided and (ii) if and when issued pursuant to a registered or private exchange for the Initial Notes, the exchange notes (the
“Exchange Notes” and, together with the Initial Notes, the “Notes”): 
 ARTICLE I 

Definitions and Incorporation by Reference 

SECTION 1.01. Definitions. 

“Additional Assets” means: 

(a) any Property (other than cash, cash equivalents, securities and inventory) to be owned by the Company or any Restricted
Subsidiary and used in a Related Business; or 
 (b) Capital Stock of a Person that becomes a Restricted Subsidiary as a
result of the acquisition of that Capital Stock by the Company or another Restricted Subsidiary from any Person other than the Company or an Affiliate of the Company; provided, however, that, in the case of this clause (b), the
Restricted Subsidiary is primarily engaged in a Related Business. 
 “Affiliate” of any specified Person means: 

(a) any other Person directly or indirectly controlling or controlled by or under direct or indirect common control with that
specified Person, or 
 (b) any other Person who is a director or officer of that specified Person. 

For the purposes of this definition, “control” when used with respect to any Person means the power to direct the management and policies of that
Person, directly or indirectly, whether through the ownership of voting securities, by contract or otherwise; and the terms “controlling” and “controlled” have meanings correlative to the foregoing. For purposes of
Section 4.07 and Section 4.09 and the definition of “Additional Assets” only, “Affiliate” shall also mean any Beneficial Owner of shares representing 10% or more of the total voting power of the Voting Stock (on a fully
diluted basis) of the Company or of rights or warrants to purchase that Voting Stock (whether or not currently exercisable) and any Person who would be an Affiliate of any Beneficial Owner pursuant to the first sentence hereof. 

“Asset Sale” means any sale, lease, transfer, issuance or other disposition (or series of related sales, leases, transfers,
issuances or dispositions) by the Company or any Restricted Subsidiary, including any disposition by means of a merger, consolidation or similar transaction (each referred to for the purposes of this definition as a “disposition”), of:

 (a) any shares of Capital Stock of a Restricted Subsidiary (other than directors’ qualifying shares), 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 (b) all or substantially all the assets of any division or line of business
of the Company or any Restricted Subsidiary, or 
 (c) any other assets of the Company or any Restricted Subsidiary outside
of the ordinary course of business of the Company or such Restricted Subsidiary, other than, in the case of clause (a), (b) or (c) above, 

(1) any disposition by a Restricted Subsidiary to the Company or by the Company or a Restricted Subsidiary to a Restricted
Subsidiary, 
 (2) any disposition that constitutes a Restricted Payment permitted by Section 4.05, 

(3) any disposition effected in compliance with the first paragraph in Section 5.01, 

(4) a sale of accounts receivables and related assets of the type specified in the definition of “Qualified Receivables
Transaction” to a Receivables Entity, 
 (5) a transfer of accounts receivables and related assets of the type specified
in the definition of “Qualified Receivables Transaction” (or a fractional undivided interest therein) by a Receivables Entity in connection with a Qualified Receivables Transaction, 

(6) a transfer of accounts receivable of the type specified in the definition of “Credit Facilities” that is
permitted under clause (b) of the second paragraph of Section 4.04, 
 (7) any disposition that does not (together
with all related dispositions) involve assets having a Fair Market Value or consideration in excess of $100.0 million, and 

(8) any disposition that, but for this clause (8), would be an Asset Sale, if consummated at a time when, after giving pro
forma effect thereto, (x) the Consolidated Total Leverage Ratio is less than or equal to 3.25 to 1.00 and (y) no Default shall have occurred and be continuing or occur as a consequence thereof. 

“Attributable Debt” in respect of a Sale and Leaseback Transaction means, at any date of determination, 

(a) if the Sale and Leaseback Transaction is a Capital Lease Obligation, the amount of Debt represented thereby according to
the definition of “Capital Lease Obligation,” and 
 (b) in all other instances, the greater of: 

(1) the Fair Market Value of the Property subject to the Sale and Leaseback Transaction, and 

(2) the present value (discounted at the interest rate borne by the Notes, compounded annually) of the total obligations of the
lessee for rental payments during the remaining term of the lease included in the Sale and Leaseback Transaction (including any period for which the lease has been extended). 

  
 -2- 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 “Authentication Agent” means an institution, reasonably acceptable to the Company,
appointed by the Trustee to authenticate the Notes. 
 “Average Life” means, as of any date of determination, with respect to any
Debt or Preferred Stock, the quotient obtained by dividing: 
 (a) the sum of the product of the numbers of years (rounded to
the nearest one-twelfth of one year) from the date of determination to the dates of each successive scheduled principal payment of that Debt or redemption or similar payment with respect to that Preferred
Stock multiplied by the amount of the payment by 
 (b) the sum of all payments of this kind. 

“Beneficial Owner” means a beneficial owner as defined in Rule 13d-3 under the Exchange Act,
except that: 
 (a) a Person will be deemed to be the Beneficial Owner of all shares that the Person has the right to
acquire, whether that right is exercisable immediately or only after the passage of time, 
 (b) for purposes of clause
(a) of the definition of “Change of Control,” Permitted Holders will be deemed to be the Beneficial Owners of any Voting Stock of a corporation or other legal entity held by any other corporation or other legal entity so long as the
Permitted Holders Beneficially Own, directly or indirectly, in the aggregate a majority of the total voting power of the Voting Stock of that corporation or other legal entity, and 

(c) for purposes of clause (b) of the definition of “Change of Control,” any “person” or
“group” (as those terms are defined in Sections 13(d) and 14(d) of the Exchange Act or any successor provisions to either of the foregoing), including any group acting for the purpose of acquiring, holding, voting or disposing of
securities within the meaning of Rule 13d-5(b)(1) under the Exchange Act, other than any one or more of the Permitted Holders, shall be deemed to be the Beneficial Owners of any Voting Stock of a corporation
or other legal entity held by any other corporation or legal entity (the “parent corporation”), so long as that person or group Beneficially Owns, directly or indirectly, in the aggregate a majority of the total voting power of the Voting
Stock of that parent corporation. 
 The term “Beneficially Own” shall have a corresponding meaning. 

“Board of Directors” means the Board of Directors of the Company (or, in the case of clause (b) of the first paragraph of
Section 4.09, the applicable Restricted Subsidiary) or any committee thereof duly authorized to act on behalf of such Board of Directors. 

“Board Resolution” means a copy of a resolution certified by the Secretary or an Assistant Secretary of the Company to have been
duly adopted by the Board of Directors and to be in full force and effect on the date of such certification. 
 “Business Day”
means each day that is not a Legal Holiday. 

  
 -3- 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 “Capital Lease Obligation” means any obligation under a lease that is required to
be capitalized for financial reporting purposes in accordance with GAAP; and the amount of Debt represented by that obligation shall be the capitalized amount of the obligations determined in accordance with GAAP; and the Stated Maturity thereof
shall be the date of the last payment of rent or any other amount due under that lease prior to the first date upon which that lease may be terminated by the lessee without payment of a penalty. For purposes of Section 4.06, a Capital Lease
Obligation shall be deemed secured by a Lien on the Property being leased. 
 “Capital Stock” means, with respect to any Person,
any shares or other equivalents (however designated) of any class of corporate stock or partnership interests or any other participations, rights, warrants, options or other interests in the nature of an equity interest in that Person, including
Preferred Stock, but excluding any debt security convertible or exchangeable into that equity interest. 
 “Capital Stock Sale
Proceeds” means the aggregate net proceeds (including the Fair Market Value of property other than cash) received by the Company from the issuance or sale (other than to a Subsidiary of the Company or an employee stock ownership plan or trust
established by the Company or the Subsidiary for the benefit of their employees) by the Company of its Capital Stock (other than Disqualified Stock) after the Issue Date, net of attorneys’ fees, accountants’ fees, initial purchasers’
or placement agents’ fees, discounts or commissions and brokerage, consultant and other fees actually incurred in connection with the issuance or sale and net of taxes paid or payable as a result thereof. 

“Change of Control” means the occurrence of any of the following events: 

(a) if any “person” or “group” (as such terms are used in Sections 13(d) and 14(d) of the Exchange Act or
any successor provisions to either of the foregoing), including any group acting for the purpose of acquiring, holding, voting or disposing of securities within the meaning of Rule 13d-5(b)(1) under the
Exchange Act, other than any one or more of the Permitted Holders, becomes the Beneficial Owner, directly or indirectly, of 50% or more of the total voting power of the Voting Stock of the Company; or 

(b) the sale, transfer, assignment, lease, conveyance or other disposition, directly or indirectly, of all or substantially all
the assets of the Company and the Restricted Subsidiaries, considered as a whole (other than a disposition of assets as an entirety or virtually as an entirety to a Wholly Owned Restricted Subsidiary or one or more Permitted Holders) shall have
occurred, or the Company merges, consolidates or amalgamates with or into any other Person (other than one or more Permitted Holders) or any other Person (other than one or more Permitted Holders) merges, consolidates or amalgamates with or into the
Company, in any event pursuant to a transaction in which the outstanding Voting Stock of the Company is reclassified into or exchanged for cash, securities or other Property, other than a transaction where: 

(1) the outstanding Voting Stock of the Company is reclassified into or exchanged for other Voting Stock of the Company or for
Voting Stock of the surviving corporation or transferee, and 
 (2) (i) the holders of the Voting Stock of the Company
immediately prior to the transaction own, directly or indirectly, not less than a majority of the voting power of the Voting Stock of the Company or the surviving corporation or transferee immediately after the transaction and in substantially the
same proportion as before the transaction or (ii) immediately after the transaction no holder of the Voting Stock of the Company or the surviving corporation or transferee owns, directly or indirectly, more than 50% of the voting power of the
Voting Stock of the Company or the surviving corporation or transferee; or 

  
 -4- 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 (c) the shareholders of the Company shall have approved any plan of
liquidation or dissolution of the Company. 
 “Code” means the Internal Revenue Code of 1986, as amended. 

“Commodity Price Protection Agreement” means, in respect of a Person, any forward contract, commodity swap agreement, commodity
option agreement or other similar agreement or arrangement designed to protect that Person against fluctuations in commodity prices. 

“Company” means the party named as such in this Indenture until a successor replaces it pursuant to the applicable provisions hereof
and, thereafter, means the successor and, for purposes of any provision contained herein and required by the TIA, each other obligor on the indenture securities. 

“Consolidated Current Liabilities” means, as of any date of determination, the aggregate amount of liabilities of the Company and
its consolidated Restricted Subsidiaries which may properly be classified as current liabilities (including taxes accrued as estimated), after eliminating: 

(a) all intercompany items between the Company and any Restricted Subsidiary or between Restricted Subsidiaries, and 

(b) all current maturities of long-term Debt. 

“Consolidated Fixed Charges” means, for any period, the total interest expense (net of interest income) of the Company and its
consolidated Restricted Subsidiaries, plus, to the extent not included in such total interest expense, and to the extent Incurred by the Company or its Restricted Subsidiaries, 

(a) interest expense recorded for such period attributable to leases constituting part of a Sale and Leaseback Transaction and
to Capital Lease Obligations, 
 (b) amortization of debt discount, 

(c) capitalized interest, 

(d) non-cash interest expense, 

(e) commissions, discounts and other fees and charges owed with respect to letters of credit and bankers’ acceptance
financing, 
 (f) net costs associated with Interest Rate Agreements (including amortization of fees) (it being understood
that any net benefits associated with Interest Rate Agreements shall be included in interest income), 
 (g) Disqualified
Stock Dividends, excluding dividends paid in Qualified Capital Stock, 
 (h) Preferred Stock Dividends, 

(i) interest Incurred in connection with Investments in discontinued operations, 

  
 -5- 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 (j) interest accruing on any Debt of any other Person to the extent that Debt
is Guaranteed by the Company or any Restricted Subsidiary, and 
 (k) the cash contributions to any employee stock ownership
plan or similar trust to the extent those contributions are used by the plan or trust to pay interest or fees to any Person (other than the Company) in connection with Debt Incurred by the plan or trust. 

Notwithstanding anything to the contrary contained herein, (i) amortization or write-off of debt
issuance costs, deferred financing or liquidity fees, commissions, fees and expenses, call premiums, (ii) any expensing of bridge, commitment and other financing fees and (iii) commissions, discounts, yield and other fees and charges
Incurred in connection with any transaction (including, without limitation, any Qualified Receivables Transaction) pursuant to which the Company or any Subsidiary of the Company may sell, convey or otherwise transfer or grant a security interest in
any accounts receivable or related assets of the type specified in the definition of “Qualified Receivables Transaction” shall not be included in Consolidated Fixed Charges. 

“Consolidated Fixed Charges Coverage Ratio” means, as of any date of determination, the ratio of: 

(a) the aggregate amount of EBITDA for the most recent four consecutive fiscal quarters ending at least 45 days prior to such
determination date to 
 (b) Consolidated Fixed Charges for those four fiscal quarters; 

provided, however, that: 

(1) if: 

(A) since the beginning of that period the Company or any Restricted Subsidiary has Incurred any Debt that remains outstanding
or Repaid any Debt, or 
 (B) the transaction giving rise to the need to calculate the Consolidated Fixed Charges Coverage
Ratio involves an Incurrence or Repayment of Debt, 
 Consolidated Fixed Charges for that period shall be calculated after giving effect on a
pro forma basis to that Incurrence or Repayment as if the Debt was Incurred or Repaid on the first day of that period, provided that, in the event of any Repayment of Debt, EBITDA for that period shall be calculated as if the Company or such
Restricted Subsidiary had not earned any interest income actually earned during such period in respect of the funds used to Repay such Debt, and 

(2) if: 

(A) since the beginning of that period the Company or any Restricted Subsidiary shall have made any Asset Sale or an
Investment (by merger or otherwise) in any Restricted Subsidiary (or any Person which becomes a Restricted Subsidiary) or an acquisition of Property which constitutes all or substantially all of an operating unit of a business, 

  
 -6- 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 (B) the transaction giving rise to the need to calculate the Consolidated
Fixed Charges Coverage Ratio involves an Asset Sale, Investment or acquisition, or 
 (C) since the beginning of that period
any Person (that subsequently became a Restricted Subsidiary or was merged with or into the Company or any Restricted Subsidiary since the beginning of that period) shall have made such an Asset Sale, Investment or acquisition, 

EBITDA for that period shall be calculated after giving pro forma effect to the Asset Sale, Investment or acquisition as if the Asset Sale,
Investment or acquisition occurred on the first day of that period. 
 If any Debt bears a floating rate of interest and is being given pro
forma effect, the interest expense on that Debt shall be calculated as if the base interest rate in effect for the floating rate of interest on the date of determination had been the applicable base interest rate for the entire period (taking into
account any Interest Rate Agreement applicable to that Debt if the applicable Interest Rate Agreement has a remaining term in excess of 12 months). In the event the Capital Stock of any Restricted Subsidiary is sold during the period, the Company
shall be deemed, for purposes of clause (1) above, to have Repaid during that period the Debt of that Restricted Subsidiary to the extent the Company and its continuing Restricted Subsidiaries are no longer liable for that Debt after the sale.

 “Consolidated Net Income” means, for any period, the net income (loss) of the Company and its consolidated Subsidiaries
(excluding any net income (loss) attributable to noncontrolling interests), determined in accordance with GAAP; provided, however, that there shall not be included in such Consolidated Net Income: 

(a) any net income (loss) of any Person (other than the Company) if that Person is not a Restricted Subsidiary, except that the
Company’s equity in the net income of any such Person for that period shall be included in such Consolidated Net Income up to the aggregate amount of cash distributed by that Person during that period to the Company or a Restricted Subsidiary
as a dividend or other distribution, 
 (b) any gain (or loss) realized upon the sale or other disposition of any Property of
the Company or any of its consolidated Subsidiaries (including pursuant to any Sale and Leaseback Transaction) that is not sold or otherwise disposed of in the ordinary course of business, 

(c) any gain or loss attributable to the early extinguishment of Debt, 

(d) any extraordinary gain or loss or cumulative effect of a change in accounting principles to the extent disclosed separately
on the consolidated statement of income, 
 (e) any unrealized gains or losses of the Company or its consolidated
Subsidiaries on any Hedging Obligations, and 
 (f) any non-cash compensation expense
realized for grants of performance shares, stock options or other rights to officers, directors and employees of the Company or any Restricted Subsidiary, provided, however, that if any such shares, options or other rights are subsequently redeemed
for Property other than Capital Stock of the Company that is not Disqualified Stock then the Fair Market Value of such Property shall be treated as a reduction in Consolidated Net Income during the period of such redemption. 

  
 -7- 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 Notwithstanding the foregoing, for purposes of Section 4.05 only, there shall be excluded from
Consolidated Net Income any dividends, repayments of loans or advances or other transfers of assets from Unrestricted Subsidiaries to the Company or a Restricted Subsidiary to the extent the dividends, repayments or transfers increase the amount of
Restricted Payments permitted under that Section pursuant to clause (c)(4) of the first paragraph thereof. 
 “Consolidated Net
Tangible Assets” means, as of any date of determination, the sum of the amounts that would appear on a consolidated balance sheet of the Company and its consolidated Restricted Subsidiaries as the total assets (less accumulated depreciation,
amortization, allowances for doubtful receivables, other applicable allowances and other properly deductible items) of the Company and its Restricted Subsidiaries, after giving effect to purchase accounting and after deducting therefrom Consolidated
Current Liabilities and, to the extent otherwise included, the amounts of (without duplication): 
 (a) the excess of cost
over fair market value of assets or businesses acquired; 
 (b) any revaluation or other
write-up in book value of assets subsequent to the last day of the fiscal quarter of the Company immediately preceding the Issue Date as a result of a change in the method of valuation in accordance with GAAP;

 (c) unamortized debt discount and expenses and other unamortized deferred charges, goodwill, patents, trademarks, service
marks, trade names, copyrights, licenses, organization or developmental expenses and other intangible items; 
 (d)
noncontrolling interests in consolidated Subsidiaries held by Persons other than the Company or any Restricted Subsidiary; 

(e) treasury stock; 

(f) cash or securities set aside and held in a sinking or other analogous fund established for the purpose of redemption or
other retirement of Capital Stock to the extent such obligation is not reflected in Consolidated Current Liabilities; and 

(g) Investments in and assets of Unrestricted Subsidiaries. 

For the avoidance of doubt, any deferred tax assets that would appear on a consolidated balance sheet of the Company and its Restricted
Subsidiaries shall be included in the calculation of Consolidated Net Tangible Assets. 
 “Consolidated Secured Leverage Ratio”
means, as of any date of determination, the ratio of the aggregate amount of all Debt secured by Liens of the Company and its Restricted Subsidiaries at the end of the most recent fiscal period, for which financial information in respect thereof is
available immediately preceding the date of the transaction (the “Transaction Date”) giving rise to the need to calculate the Consolidated Secured Leverage Ratio to the aggregate amount of EBITDA for the Company for the four full fiscal
quarters, treated as one period, for which financial information in respect thereof is available immediately preceding the Transaction Date (such four full fiscal quarter period being referred to herein as the “Four Quarter Period”). In
addition, for purposes of calculating the ratio, the entire commitment of any revolving credit facility of the Company or any Restricted Subsidiary shall be deemed to be fully drawn as of the date such agreement is executed, and thereafter the
amount of such commitment shall be deemed to fully borrowed at all times for purposes of determining the ratio. In addition to and without limitation of the foregoing, for purposes of this definition, this ratio shall be calculated after giving
effect to the following: 

  
 -8- 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 (a) if since the beginning of that period the Company or any Restricted
Subsidiary shall have made any Asset Sale or an Investment (by merger or otherwise) in any Restricted Subsidiary (or any Person which becomes a Restricted Subsidiary) or an acquisition of Property which constitutes all or substantially all of an
operating unit of a business, 
 (b) if the transaction giving rise to the need to calculate the Consolidated Secured
Leverage Ratio involves an Asset Sale, Investment or acquisition, or 
 (c) since the beginning of the Four Quarter Period
any Person (that subsequently became a Restricted Subsidiary or was merged with or into the Company or any Restricted Subsidiary since the beginning of the Four Quarter Period) shall have made such an Asset Sale, Investment or acquisition, 

EBITDA for that period shall be calculated after giving pro forma effect to the Asset Sale, Investment or acquisition as if the Asset Sale, Investment or
acquisition occurred on the first day of the Four Quarter Period. 
 “Consolidated Total Leverage Ratio” means, as of any date of
determination, the ratio of the aggregate amount of all Debt at the end of the most recent fiscal period, for which financial information in respect thereof is available immediately preceding the Transaction Date giving rise to the need to calculate
the Consolidated Total Leverage Ratio to the aggregate amount of EBITDA for the Company for the Four Quarter Period immediately preceding the Transaction Date. In addition, for purposes of calculating the ratio, the amount of any revolving credit
facility of the Company or any Restricted Subsidiary outstanding on the Transaction Date shall be deemed to be the average daily balance outstanding under such revolving credit facility during the immediately preceding Four Quarter Period. In
addition to and without limitation of the foregoing, for purposes of this definition, this ratio shall be calculated after giving effect to the following: 

(a) if since the beginning of that period the Company or any Restricted Subsidiary shall have made any Asset Sale or an
Investment (by merger or otherwise) in any Restricted Subsidiary (or any Person which becomes a Restricted Subsidiary) or an acquisition of Property which constitutes all or substantially all of an operating unit of a business, 

(b) if the transaction giving rise to the need to calculate the Consolidated Total Leverage Ratio involves an Asset Sale,
Investment or acquisition, or 
 (c) since the beginning of the Four Quarter Period any Person (that subsequently became a
Restricted Subsidiary or was merged with or into the Company or any Restricted Subsidiary since the beginning of the Four Quarter Period) shall have made such an Asset Sale, Investment or acquisition, 

EBITDA for that period shall be calculated after giving pro forma effect to the Asset Sale, Investment or acquisition as if the Asset Sale, Investment or
acquisition occurred on the first day of the Four Quarter Period. 
 “Credit Facilities” means, with respect to the Company or any
Restricted Subsidiary, one or more debt or commercial paper facilities (including related Guarantees) with banks, investment banks, insurance companies, mutual funds or other institutional lenders (including the Existing Bank Credit Facility),
providing for revolving credit loans, term loans, receivables or inventory financing (including through the sale of receivables or inventory to institutional lenders or to special purpose, bankruptcy remote entities formed to borrow from
institutional lenders against those receivables or inventory) or trade or standby 

  
 -9- 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 
letters of credit, in each case together with any Refinancing thereof on any basis so long as such Refinancing constitutes Debt; provided that, in the case of a transaction in which any
accounts receivable are sold, conveyed or otherwise transferred by the Company or any of its subsidiaries to another Person other than a Receivables Entity, then that transaction must satisfy the following three conditions: 

(a) if the transaction involves a transfer of accounts receivable with Fair Market Value equal to or greater than
$25.0 million, the Board of Directors shall have determined in good faith that the transaction is economically fair and reasonable to the Company or the Subsidiary that sold, conveyed or transferred the accounts receivable, 

(b) the sale, conveyance or transfer of accounts receivable by the Company or the Subsidiary is made at Fair Market Value, and

 (c) the financing terms, covenants, termination events and other provisions of the transaction shall be market terms (as
determined in good faith by the Board of Directors). 
 “Currency Exchange Protection Agreement” means, in respect of a Person,
any foreign exchange contract, currency swap agreement, currency option or other similar agreement or arrangement designed to protect that Person against fluctuations in currency exchange rates. 

“Debt” means, with respect to any Person on any date of determination (without duplication): 

(a) the principal of and premium (if any) in respect of: 

(1) debt of the Person for money borrowed, and 

(2) debt evidenced by notes, debentures, bonds or other similar instruments for the payment of which the Person is responsible
or liable; 
 (b) all Capital Lease Obligations of the Person and all Attributable Debt in respect of Sale and Leaseback
Transactions entered into by the Person; 
 (c) all obligations of the Person issued or assumed as the deferred purchase
price of Property, all conditional sale obligations of the Person and all obligations of the Person under any title retention agreement (but excluding trade accounts payable arising in the ordinary course of business); 

(d) all obligations of the Person for the reimbursement of any obligor on any letter of credit, banker’s acceptance or
similar credit transaction (other than obligations with respect to letters of credit securing obligations (other than obligations described in clauses (a) through (c) above) entered into in the ordinary course of business of the Person to the
extent those letters of credit are not drawn upon or, if and to the extent drawn upon, the drawing is reimbursed no later than the third Business Day following receipt by the Person of a demand for reimbursement following payment on the letter of
credit); 
 (e) the amount of all obligations of the Person with respect to the Repayment of any Disqualified Stock or, with
respect to any Subsidiary of the Person, any Preferred Stock (but excluding, in each case, any accrued dividends); 
 (f) all
obligations of the type referred to in clauses (a) through (e) of other Persons and all dividends of other Persons for the payment of which, in either case, the Person is responsible or liable, directly or indirectly, as obligor, guarantor or
otherwise, including by means of any Guarantee; 

  
 -10- 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 (g) all obligations of the type referred to in clauses (a) through (f)
of other Persons secured by any Lien on any Property of the Person (whether or not such obligation is assumed by the Person), the amount of such obligation being deemed to be the lesser of the value of that Property or the amount of the obligation
so secured; and 
 (h) to the extent not otherwise included in this definition, Hedging Obligations of such Person. 

The amount of Debt of any Person at any date shall be the outstanding balance at that date of all unconditional obligations as described above and the maximum
liability, upon the occurrence of the contingency giving rise to the obligation, of any contingent obligations at that date. The amount of Debt represented by a Hedging Obligation shall be equal to: 

(1) zero if the Hedging Obligation has been Incurred pursuant to clause (f), (g) or (h) of the second paragraph of
Section 4.04, or 
 (2) if the Hedging Obligation is not Incurred pursuant to clause (f), (g) or (h) of the second
paragraph of Section 4.04, then 105% of the aggregate net amount, if any, that would then be payable by the Company and any Restricted Subsidiary on a per counter-party basis pursuant to Section 6(e) of the ISDA Master Agreement
(Multicurrency-Cross Border) in the form published by the International Swaps and Derivatives Association in 1992 (the “ISDA Form”), as if the date of determination were a date that constitutes or is substantially equivalent to an Early
Termination Date, as defined in the ISDA Form, with respect to all transactions governed by the ISDA Form, plus the equivalent amount under the terms of any other Hedging Obligations that are not Incurred pursuant to clause (f), (g) or (h) of
the second paragraph of Section 4.04, each such amount to be estimated in good faith by the Company. 
 “Debt Issuances”
means, with respect to the Company or any Restricted Subsidiary, one or more issuances after the Issue Date of Debt evidenced by notes, debentures, bonds or other similar securities or instruments. 

“Default” means any event which is, or after notice or passage of time or both would be, an Event of Default. 

“Disqualified Stock” means, with respect to any Person, any Capital Stock that by its terms (or by the terms of any security into
which it is convertible or for which it is exchangeable, in either case at the option of the holder thereof) or otherwise: 

(a) matures or is mandatorily redeemable pursuant to a sinking fund obligation or otherwise, 

(b) is or may become redeemable or repurchaseable at the option of the holder thereof, in whole or in part, or 

(c) is convertible or exchangeable at the option of the holder thereof for Debt or Disqualified Stock, 

on or prior to, in the case of clause (a), (b) or (c), the first anniversary of the Stated Maturity of the Notes. 

  
 -11- 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 “Disqualified Stock Dividends” means all dividends with respect to Disqualified
Stock of the Company held by Persons other than a Wholly Owned Restricted Subsidiary. The amount of any dividend of this kind shall be equal to the quotient of the dividend divided by the difference between one and the maximum statutory federal
income tax rate (expressed as a decimal number between 1 and 0) then applicable to the Company. 
 “Dollar Equivalent” means, with
respect to any monetary amount in a currency other than U.S. dollars, at any time for the determination thereof, the amount of U.S. dollars obtained by converting such foreign currency involved in such computation into U.S. dollars at the spot rate
for the purchase of U.S. dollars with the applicable foreign currency as published by the Federal Reserve Board on the date of such determination. 

“EBITDA” means, for any period, an amount equal to, for the Company and its consolidated Restricted Subsidiaries: 

(a) the sum of Consolidated Net Income for that period, plus the following to the extent reducing Consolidated Net Income for
that period: 
 (1) the provision for taxes based on income or profits or utilized in computing net loss, 

(2) Consolidated Fixed Charges, 

(3) depreciation, 

(4) amortization of intangibles, 

(5) any non-recurring expenses relating to, or arising from, any closures of
facilities, 
 (6) restructuring costs, facilities relocation costs and acquisition integration costs and fees (including
cash severance payments) made in connection with acquisitions, 
 (7) any non-cash
impairment charge or asset write-off and the amortization of intangibles, 
 (8)
inventory purchase accounting adjustments and amortization and impairment charges resulting from other purchase accounting adjustments in connection with acquisitions, 

(9) any expenses or charges related to any offering of securities, acquisition, incurrence of Debt permitted to be incurred by
the indenture (whether or not successful), and 
 (10) any other non-cash items
(other than any non-cash item to the extent that it represents an accrual of or reserve for cash expenditures in any future period), minus 

  
 -12- 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 (b) all non-cash items increasing
Consolidated Net Income for that period (other than any such non-cash item to the extent that it has resulted or will result in the receipt of cash payments in any period). 

“Equipment Financing Transaction” means any arrangement (together with any Refinancings thereof) with any Person pursuant to which
the Company or any Restricted Subsidiary Incurs Debt secured by a Lien on equipment or equipment related property of the Company or any Restricted Subsidiary. 

“Equity Offering” means (i) an underwritten public equity offering of Qualified Capital Stock of the Company pursuant to an
effective registration statement under the Securities Act, or any direct or indirect parent company of the Company but only to the extent contributed to the Company in the form of Qualified Capital Stock of the Company or (ii) a private equity
offering of Qualified Capital Stock of the Company, or any direct or indirect parent company of the Company but only to the extent contributed to the Company in the form of Qualified Capital Stock of the Company, other than any public offerings
registered on Form S-8. 
 “European Government Obligations” means direct obligations (or
certificates representing an ownership interest in such obligations) of any country that is a member of the European Union on the Issue Date (including any agency or instrumentality thereof) for the payment of which the full faith and credit of such
European Union country is pledged and which are not callable or redeemable at the issuer’s option. 
 “Exchange Act” means
the Securities Exchange Act of 1934, as amended. 
 “Existing Bank Credit Facility” means, the Amended and Restated Credit
Agreement dated as of March 21, 2014, among the Company, Levi Strauss & Co. (Canada), Inc., JPMorgan Chase Bank, N.A., as administrative agent, and the other agents and lenders from time to time party thereto, as amended as of the
Issue Date. 
 “Existing Policies” means (1) the Company’s estate tax repurchase policy under which the Company
repurchases a portion of a deceased stockholder’s shares to generate funds for payment of estate taxes and (2) the Company’s valuation policy under which the Company obtains an annual valuation of the Company’s common stock, as
both policies exist at the Issue Date or as they may exist from time to time, provided that if either of these policies is materially amended after the Issue Date in a manner less favorable to the Company than the policy as existing on the
Issue Date, then that amended policy shall be deemed not to be an Existing Policy. 
 “Fair Market Value” means, with respect to
any Property, the price that could be negotiated in an arm’s-length free market transaction, for cash, between a willing seller and a willing buyer, neither of whom is under undue pressure or compulsion
to complete the transaction. For purposes of Section 4.05 and Section 4.07 and the definitions of “Qualified Receivables Transaction” and “Credit Facilities,” Fair Market Value shall be determined, except as otherwise
provided, 
 (a) if the Property has a Fair Market Value equal to or less than $25.0 million, by any Officer of the
Company, or 
 (b) if the Property has a Fair Market Value in excess of $25.0 million, by a majority of the Board of
Directors and evidenced by a Board Resolution, dated within 12 months of the relevant transaction, delivered to the Trustee. 

“Foreign Restricted Subsidiary” means any Restricted Subsidiary which is not organized under the laws of the United States of
America or any State thereof or the District of Columbia. 

  
 -13- 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 “Future Guarantor” means any Subsidiary of the Company that provides a Guarantee of
the notes at any time after the Issue Date pursuant to Section 4.14. 
 “GAAP” means United States generally accepted
accounting principles as in effect on the Issue Date, including those set forth in the Accounting Standards Codification of the Financial Accounting Standards Board and in the rules and regulations of the SEC governing the inclusion of financial
statements (including pro forma financial statements) in periodic reports required to be filed pursuant to Section 13 of the Exchange Act. 

“Government Obligations” means U.S. Government Obligations or European Government Obligations, as applicable. 

“Guarantee” means any obligation, contingent or otherwise, of any Person directly or indirectly guaranteeing any Debt of any other
Person and any obligation, direct or indirect, contingent or otherwise, of that Person: 
 (a) to purchase or pay (or advance
or supply funds for the purchase or payment of) the Debt of such other Person (whether arising by virtue of partnership arrangements, or by agreements to keep-well, to purchase assets, goods, securities or services, to
take-or-pay or to maintain financial statement conditions or otherwise), or 

(b) entered into for the purpose of assuring in any other manner the obligee against loss in respect thereof (in whole or in
part); 
 provided, however, that the term “Guarantee” shall not include endorsements for collection or deposit in the ordinary
course of business. 
 The term “Guarantee” used as a verb has a corresponding meaning. The term “Guarantor” shall mean any Person
Guaranteeing any obligation. 
 “Hedging Obligation” of any Person means any obligation of that Person pursuant to any Interest
Rate Agreement, Currency Exchange Protection Agreement, Commodity Price Protection Agreement or any other similar agreement or arrangement. 

“Holder” or “Noteholder” means the Person in whose name the Note is registered on the Note register described in
Section 2.04. 
 “Incur” means, with respect to any Debt or other obligation of any Person, to create, issue, incur (by
merger, conversion, exchange or otherwise), extend, assume, Guarantee or become liable in respect of that Debt or other obligation or the recording, as required pursuant to GAAP or otherwise, of any Debt or obligation on the balance sheet of that
Person (and “Incurrence” and “Incurred” shall have meanings correlative to the foregoing); provided, however, that a change in GAAP that results in an obligation of that Person that exists at such time, and is not
theretofore classified as Debt, becoming Debt shall not be deemed an Incurrence of that Debt; provided further, however, that any Debt or other obligations of a Person existing at the time the Person becomes a Subsidiary
(whether by merger, consolidation, acquisition or otherwise) shall be deemed to be Incurred by that Subsidiary at the time it becomes a Subsidiary; and provided further, however, that solely for purposes of determining compliance with
Section 4.04, amortization of debt discount or premium shall not be deemed to be the Incurrence of Debt, provided that in the case of Debt sold at a discount or at a premium, the amount of the Debt Incurred shall at all times be the aggregate
principal amount at Stated Maturity. 

  
 -14- 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 “Indenture” means this Indenture as amended or supplemented from time to time. 

“Interest Rate Agreement” means, for any Person, any interest rate swap agreement, interest rate option agreement or other similar
agreement or arrangement designed to protect against fluctuations in interest rates. 
 “Investment” by any Person means any
direct or indirect loan (other than advances to customers and suppliers in the ordinary course of business that are recorded as accounts receivable on the balance sheet of that Person), advance or other extension of credit or capital contribution
(by means of transfers of cash or other Property to others or payments for Property or services for the account or use of others, or otherwise) to, or Incurrence of a Guarantee of any obligation of, or purchase or acquisition of Capital Stock,
bonds, notes, debentures or other securities or evidence of Debt issued by, any other Person. For purposes of Section 4.05, Section 4.10 and the definition of “Restricted Payment”, Investment shall include the portion
(proportionate to the Company’s equity interest in the Subsidiary) of the Fair Market Value of the net assets of any Subsidiary of the Company at the time that the Subsidiary is designated an Unrestricted Subsidiary; provided,
however, that upon a redesignation of that Subsidiary as a Restricted Subsidiary, the Company shall be deemed to continue to have a permanent Investment in an Unrestricted Subsidiary of an amount (if positive) equal to: 

(a) the Company’s Investment in that Subsidiary at the time of such redesignation, less 

(b) the portion (proportionate to the Company’s equity interest in such Subsidiary) of the Fair Market Value of the net
assets of that Subsidiary at the time of such redesignation. 
 In determining the amount of any Investment made by transfer of any Property
other than cash, the Property shall be valued at its Fair Market Value at the time of the Investment. 
 “Investment Grade Rating”
means a rating equal to or higher than Baa3 (or the equivalent) by Moody’s and BBB- (or the equivalent) by S&P. 

“Issue Date” means April 27, 2015. 

“Lien” means, with respect to any Property of any Person, any mortgage or deed of trust, pledge, hypothecation, assignment, deposit
arrangement, security interest, lien, charge, easement (other than any easement not materially impairing usefulness or marketability), encumbrance, preference, priority or other security agreement or preferential arrangement of any kind or nature
whatsoever on or with respect to that Property (including any Capital Lease Obligation, conditional sale or other title retention agreement having substantially the same economic effect as any of the foregoing or any Sale and Leaseback Transaction).

 “Moody’s” means Moody’s Investors Service, Inc. or any successor to the rating agency business thereof. 

“Net Available Cash” from any Asset Sale means cash payments received therefrom (including any cash payments received by way of
deferred payment of principal pursuant to a note or installment receivable or otherwise, but only as and when received, but excluding any other consideration received in the form of assumption by the acquiring Person of Debt or other obligations
relating to the Property that is the subject of that Asset Sale or received in any other non-cash form), in each case net of: 

(a) all legal, title and recording tax expenses, commissions and other fees (including, without limitation, brokers’ or
investment bankers’ commissions or fees) and expenses incurred, and all Federal, state, provincial, foreign and local taxes required to be accrued as a liability under GAAP, as a consequence of the Asset Sale, 

  
 -15- 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 (b) all payments made on any Debt that is secured by any Property subject to
the Asset Sale, in accordance with the terms of any Lien upon or other security agreement of any kind with respect to that Property, or which must by its terms, or in order to obtain a necessary consent to the Asset Sale, or by applicable law, be
repaid out of the proceeds from the Asset Sale, 
 (c) all distributions and other payments required to be made to
noncontrolling interest holders in Subsidiaries or joint ventures as a result of the Asset Sale, and 
 (d) the deduction of
appropriate amounts provided by the seller as a reserve, in accordance with GAAP, against any liabilities associated with the Property disposed in the Asset Sale and retained by the Company or any Restricted Subsidiary after the Asset Sale. 

“Notes” have the meaning in the second paragraph of the preamble. 

“Officer” means the Chief Executive Officer, the President, the Chief Financial Officer, the Vice President and Global Treasurer,
the Treasurer or the Assistant Treasurer of the Company. 
 “Officers’ Certificate” means a certificate signed by two
Officers of the Company, at least one of whom shall be the principal executive officer, principal financial officer or the principal accounting officer of the Company, and delivered to the Trustee. 

“Opinion of Counsel” means a written opinion from legal counsel which is acceptable to the Trustee. The counsel may be an employee
of or counsel to the Company. 
 “Permitted Business” means any business that is reasonably similar, ancillary or related to, or a
reasonable extension, development or expansion of, the businesses in which the Company and its Restricted Subsidiaries are engaged in on the Issue Date. 

“Permitted Holders” means the holders of Voting Stock as of the Issue Date, together with any Person who is a “Permitted
Transferee” of the holders, as that term is defined in the Stockholders Agreement dated as of April 15, 1996 between the Company and the stockholders of the Company party thereto, as amended, as that Stockholders Agreement was in effect on
the Issue Date, except that transferees pursuant to Section 2.2(a)(x) of that Stockholders Agreement shall not be deemed to be Permitted Transferees for purposes of this Indenture. 

“Permitted Liens” means: 

(a) Liens (including, without limitation and to the extent constituting a Lien, negative pledges) to secure Debt in an
aggregate principal amount not to exceed the greater of (x) the amount permitted to be Incurred under clause (b) of the second paragraph of Section 4.04, regardless of whether the Company and the Restricted Subsidiaries are actually
subject to the covenant contained in Section 4.04 at the time the Lien is Incurred and (y) an amount that does not cause the Consolidated Secured Leverage Ratio to exceed 3.50 to 1.0; 

(b) Liens for taxes, assessments or governmental charges or levies on the Property of the Company or any Restricted Subsidiary
if the same shall not at the time be delinquent or thereafter can be paid without penalty, or are being contested in good faith and by appropriate proceedings promptly instituted and diligently concluded, provided that any reserve or other
appropriate provision that shall be required in conformity with GAAP shall have been made therefor; 

  
 -16- 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 (c) Liens imposed by law, such as carriers’, warehousemen’s and
mechanics’ Liens and other similar Liens, on the Property of the Company or any Restricted Subsidiary arising in the ordinary course of business and securing payment of obligations that are not more than 60 days past due or are being contested
in good faith and by appropriate proceedings; 
 (d) Liens on the Property of the Company or any Restricted Subsidiary
Incurred in the ordinary course of business to secure performance of obligations with respect to statutory or regulatory requirements, performance or return-of-money
bonds, surety bonds or other obligations of a like nature and Incurred in a manner consistent with industry practice, including banker’s liens and rights of set-off, in each case which are not Incurred in
connection with the borrowing of money, the obtaining of advances or credit or the payment of the deferred purchase price of Property and which do not in the aggregate impair in any material respect the use of Property in the operation of the
business of the Company and the Restricted Subsidiaries taken as a whole; 
 (e) Liens on Property at the time the Company or
any Restricted Subsidiary acquired the Property, including any acquisition by means of a merger or consolidation with or into the Company or any Restricted Subsidiary; provided, however, that any Lien of this kind may not extend to any
other Property of the Company or any Restricted Subsidiary; provided further, however, that the Liens shall not have been Incurred in anticipation of or in connection with the transaction or series of transactions pursuant to
which the Property was acquired by the Company or any Restricted Subsidiary; 
 (f) Liens on the Property of a Person at the
time that Person becomes a Restricted Subsidiary; provided, however, that any Lien of this kind may not extend to any other Property of the Company or any other Restricted Subsidiary that is not a direct Subsidiary of that Person;
provided further, however, that the Lien was not Incurred in anticipation of or in connection with the transaction or series of transactions pursuant to which the Person became a Restricted Subsidiary; 

(g) pledges or deposits by the Company or any Restricted Subsidiary under worker’s compensation laws, unemployment
insurance laws or similar legislation, or good faith deposits in connection with bids, tenders, contracts (other than for the payment of Debt) or leases to which the Company or any Restricted Subsidiary is party, or deposits to secure public or
statutory obligations of the Company or any Restricted Subsidiary, or deposits for the payment of rent, in each case Incurred in the ordinary course of business; 

(h) Liens (including, without limitation and to the extent constituting Liens, negative pledges), assignments and pledges of
rights to receive premiums, interest or loss payments or otherwise arising in connection with worker’s compensation loss portfolio transfer insurance transactions or any insurance or reinsurance agreements pertaining to losses covered by
insurance, and Liens (including, without limitation and to the extent constituting Liens, negative pledges) in favor of insurers or reinsurers on pledges or deposits by the Company or any Restricted Subsidiary under workmen’s compensation laws,
unemployment insurance laws or similar legislation; 
 (i) utility easements, building restrictions and such other
encumbrances or charges against real Property as are of a nature generally existing with respect to properties of a similar character; 

  
 -17- 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 (j) Liens arising out of judgments or awards against the Company or a
Restricted Subsidiary with respect to which the Company or the Restricted Subsidiary shall then be proceeding with an appeal or other proceeding for review; 

(k) Liens in favor of surety bonds or letters of credit issued pursuant to the request of and for the account of the Company or
a Restricted Subsidiary in the ordinary course of its business, provided that these letters of credit do not constitute Debt; 

(l) leases or subleases of real property granted by the Company or a Restricted Subsidiary to any other Person in the ordinary
course of business and not materially impairing the use of the real property in the operation of the business of the Company or the Restricted Subsidiary; 

(m) Liens (including, without limitation and to the extent constituting Liens, negative pledges) on intellectual property
arising from intellectual property licenses entered into in the ordinary course of business; 
 (n) Liens or negative pledges
attaching to or related to joint ventures engaged in a Related Business, restricting Liens on interests in those joint ventures; 

(o) Liens existing on the Issue Date not otherwise described in clauses (a) through (n) above; 

(p) Liens not otherwise described in clauses (a) through (o) above on (x) the Property of any Foreign Subsidiary to
secure any Debt permitted to be Incurred by the Foreign Subsidiary pursuant to Section 4.04 and (y) the Property of the Company or any Restricted Subsidiary to secure any Debt permitted to be incurred under clause (l) of such Section;

 (q) Liens on the Property of the Company or any Restricted Subsidiary to secure any Refinancing, in whole or in part, of
any Debt secured by Liens referred to in clause (d), (e), (f), (j) or (k) above; provided, however, that any Lien of this kind shall be limited to all or part of the same Property that secured the original Lien (together with
improvements and accessions to such Property) and the aggregate principal amount of Debt that is secured by the Lien shall not be increased to an amount greater than the sum of: 

(1) the outstanding principal amount, or, if greater, the committed amount, of the Debt secured by Liens described under clause
(d), (e), (f), (j) or (k) above, as the case may be, at the time the original Lien became a Permitted Lien under this Indenture, and 

(2) an amount necessary to pay any fees and expenses, including premiums and defeasance costs, incurred by the Company or the
Restricted Subsidiary in connection with the Refinancing; 
 (r) Liens not otherwise permitted by clauses (a) through
(q) above that are Liens permitted by the Existing Bank Credit Facility as they exist on the Issue Date; 
 (s) Liens on cash
or Temporary Cash Investments held as proceeds of Permitted Refinancing Debt pending the payment, purchase, defeasance or other retirement of the Debt being Refinanced; and 

  
 -18- 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 (t) Liens not otherwise permitted by clauses (a) through (s) above
encumbering assets having an aggregate Fair Market Value not in excess of the greater of (i) $250.0 million and (ii) 15% of Consolidated Net Tangible Assets, as determined based on the consolidated balance sheet of the Company as of the end of
the most recent fiscal quarter ending at least 45 days prior to the date the Lien shall be Incurred. 
 “Permitted Refinancing
Debt” means any Debt that Refinances any other Debt, including any successive Refinancings, so long as: 
 (a) the new
Debt is in an aggregate principal amount (or if Incurred with original issue discount, an aggregate issue price) not in excess of the sum of: 

(1) the aggregate principal amount (or if Incurred with original issue discount, the aggregate accreted value) then outstanding
of the Debt being Refinanced, and 
 (2) an amount necessary to pay any fees and expenses, including premiums and defeasance
costs, related to the Refinancing, 
 (b) the Average Life of the new Debt is equal to or greater than the Average Life of
the Debt being Refinanced, 
 (c) the Stated Maturity of the new Debt is no earlier than the Stated Maturity of the Debt
being Refinanced, and 
 (d) the new Debt shall not be senior in right of payment to the Debt that is being Refinanced; 

provided, however, that Permitted Refinancing Debt shall not include: 

(x) Debt of a Subsidiary that Refinances Debt of the Company, or 

(y) Debt of the Company or a Restricted Subsidiary that Refinances Debt of an Unrestricted Subsidiary. 

“Person” means any individual, corporation, company (including any limited liability company), association, partnership, joint
venture, trust, unincorporated organization, government or any agency or political subdivision thereof or any other entity. 

“Preferred Stock” means any Capital Stock of a Person, however designated, which entitles the holder thereof to a preference with
respect to the payment of dividends, or as to the distribution of assets upon any voluntary or involuntary liquidation or dissolution of that Person, over shares of any other class of Capital Stock issued by that Person. 

“Preferred Stock Dividends” means all dividends with respect to Preferred Stock of Restricted Subsidiaries held by Persons other
than the Company or a Wholly Owned Restricted Subsidiary. The amount of any dividend of this kind shall be equal to the quotient of the dividend divided by the difference between one and the maximum statutory federal income rate (expressed as a
decimal number between 1 and 0) then applicable to the issuer of the Preferred Stock. 
 “principal” of any Debt (including the
Notes) means the principal amount of such Debt plus the premium, if any, on such Debt. 

  
 -19- 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 “Productive Assets” means assets (other than securities and inventory) that are
used or usable by the Company and its Restricted Subsidiaries in Permitted Businesses. 
 “pro forma” means, with respect to any
calculation made or required to be made pursuant to the terms hereof, a calculation performed in accordance with Article 11 of Regulation S-X promulgated under the Securities Act, as interpreted in good faith
by the Board of Directors of the Company, or otherwise a calculation made in good faith by the Board of Directors of the Company, as the case may be. 

“Property” means, with respect to any Person, any interest of that Person in any kind of property or asset, whether real, personal
or mixed, or tangible or intangible, including Capital Stock in, and other securities of, any other Person. For purposes of any calculation required pursuant to this Indenture, the value of any Property shall be its Fair Market Value. 

“Purchase Money Debt” means Debt: 

(a) consisting of the deferred purchase price of property, conditional sale obligations, obligations under any title retention
agreement, other purchase money obligations and obligations in respect of industrial revenue bonds, in each case where the maturity of the Debt does not exceed the anticipated useful life of the Property being financed, and 

(b) Incurred to finance the acquisition, construction or lease by the Company or a Restricted Subsidiary of the Property,
including additions and improvements thereto; 
 provided, however, that the Debt is Incurred within 180 days after the acquisition,
construction or lease of the Property by the Company or Restricted Subsidiary. 
 “Qualified Capital Stock” means any Capital
Stock that is not Disqualified Stock. 
 “Qualified Receivables Transaction” means any transaction or series of transactions that
may be entered into by the Company or any of its Subsidiaries pursuant to which the Company or any of its Subsidiaries may sell, convey or otherwise transfer to: 

(a) a Receivables Entity (in the case of a transfer by the Company or any of its Subsidiaries), and 

(b) any other Person (in the case of a transfer by a Receivables Entity), 

or may grant a security interest in, any accounts receivable (whether now existing or arising in the future) of the Company or any of its Subsidiaries, and
any assets related thereto including, without limitation, all collateral securing those accounts receivable, all contracts and all Guarantees or other obligations in respect of those accounts receivable, proceeds of those accounts receivable and
other assets which are customarily transferred or in respect of which security interests are customarily granted in connection with asset securitization transactions involving accounts receivable; provided that: 

(1) if the transaction involves a transfer of accounts receivable with Fair Market Value equal to or greater than
$25.0 million, the Board of Directors shall have determined in good faith that the Qualified Receivables Transaction is economically fair and reasonable to the Company and the Receivables Entity, 

(2) all sales of accounts receivable and related assets to or by the Receivables Entity are made at Fair Market Value, and 

  
 -20- 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 (3) the financing terms, covenants, termination events and other provisions
thereof shall be market terms (as determined in good faith by the Board of Directors). 
 The grant of a security interest in any accounts receivable of the
Company or any of its Restricted Subsidiaries to secure the Credit Facilities shall not be deemed a Qualified Receivables Transaction. 

“Rating Agencies” mean Moody’s and S&P. 

“Real Estate Financing Transaction” means any arrangement with any Person pursuant to which the Company or any Restricted Subsidiary
Incurs Debt secured by a Lien on real property of the Company or any Restricted Subsidiary and related personal property together with any Refinancings thereof. 

“Receivables Entity” means a wholly owned Subsidiary of the Company (or another Person formed for the purposes of engaging in a
Qualified Receivables Transaction with the Company in which the Company or any Subsidiary of the Company makes an Investment and to which the Company or any Subsidiary of the Company transfers accounts receivable and related assets) which engages in
no activities other than in connection with the financing of accounts receivable of the Company and its Subsidiaries, all proceeds thereof and all rights (contractual or other), collateral and other assets relating thereto, and any business or
activities incidental or related to that business, and (with respect to any Receivables Entity formed after the Issue Date) which is designated by the Board of Directors (as provided below) as a Receivables Entity and 

(a) no portion of the Debt or any other obligations (contingent or otherwise) of which 

(1) is Guaranteed by the Company or any Subsidiary of the Company (excluding Guarantees of obligations (other than the
principal of, and interest on, Debt) pursuant to Standard Securitization Undertakings), 
 (2) is recourse to or obligates
the Company or any Subsidiary of the Company in any way other than pursuant to Standard Securitization Undertakings, or 

(3) subjects any property or asset of the Company or any Subsidiary of the Company, directly or indirectly, contingently or
otherwise, to the satisfaction thereof, other than pursuant to Standard Securitization Undertakings; 
 (b) with which
neither the Company nor any Subsidiary of the Company has any material contract, agreement, arrangement or understanding other than on terms which the Company reasonably believes to be no less favorable to the Company or the Subsidiary than those
that might be obtained at the time from Persons that are not Affiliates of the Company, and 
 (c) to which neither the
Company nor any Subsidiary of the Company has any obligation to maintain or preserve the entity’s financial condition or cause the entity to achieve certain levels of operating results other than pursuant to Standard Securitization
Undertakings. 
 Any designation of this kind by the Board of Directors shall be evidenced to the Trustee by filing with the Trustee a certified copy of the
resolution of the Board of Directors giving effect to the designation and an Officers’ Certificate certifying that the designation complied with the foregoing conditions. 

“Refinance” means, in respect of any Debt, to refinance, extend, renew, refund, repay, prepay, repurchase, redeem, defease or
retire, or to issue other Debt, in exchange or replacement for, that Debt. “Refinanced” and “Refinancing” shall have correlative meanings. 

  
 -21- 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 “Related Business” means any business that is related, ancillary or complementary
to the businesses of the Company and the Restricted Subsidiaries on the Issue Date. 
 “Repay” means, in respect of any Debt, to
repay, prepay, repurchase, redeem, legally defease or otherwise retire that Debt. “Repayment” and “Repaid” shall have correlative meanings. For purposes of Section 4.04 and Section 4.07 and the definition of
“Consolidated Fixed Charges Coverage Ratio,” Debt shall be considered to have been Repaid only to the extent the related loan commitment, if any, shall have been permanently reduced in connection therewith. 

“Restricted Payment” means: 

(a) any dividend or distribution (whether made in cash, securities or other Property) declared or paid on or with respect to
any shares of Capital Stock of the Company or any Restricted Subsidiary (including any payment in connection with any merger or consolidation with or into the Company or any Restricted Subsidiary), except for any dividend or distribution that is
made to the Company or the parent of the Restricted Subsidiary or any dividend or distribution payable solely in shares of Capital Stock (other than Disqualified Stock) of the Company; 

(b) the purchase, repurchase, redemption, acquisition or retirement for value of any Capital Stock of the Company or any
Restricted Subsidiary (other than from the Company or a Restricted Subsidiary) or any securities exchangeable for or convertible into Capital Stock of the Company or any Restricted Subsidiary, including the exercise of any option to exchange any
Capital Stock (other than for or into Capital Stock of the Company that is not Disqualified Stock); 
 (c) the purchase,
repurchase, redemption, acquisition or retirement for value, prior to the date for any scheduled maturity, sinking fund or amortization or other installment payment, of any Subordinated Obligation (other than the purchase, repurchase or other
acquisition of any Subordinated Obligation purchased in anticipation of satisfying a scheduled maturity, sinking fund or amortization or other installment obligation, in each case due within one year of the date of acquisition); or 

(d) the issuance, sale or other disposition of Capital Stock of any Restricted Subsidiary to a Person other than the Company or
another Restricted Subsidiary if the result thereof is that the Restricted Subsidiary shall cease to be a Restricted Subsidiary, in which event the amount of the “Restricted Payment” shall be the Fair Market Value of the remaining
interest, if any, in the former Restricted Subsidiary held by the Company and the other Restricted Subsidiaries. 
 “Restricted
Subsidiary” means any Subsidiary of the Company other than an Unrestricted Subsidiary. 
 “S&P” means Standard &
Poor’s Ratings Service or any successor to the rating agency business thereof. 
 “Sale and Leaseback Transaction” means any
direct or indirect arrangement relating to Property now owned or hereafter acquired whereby the Company or a Restricted Subsidiary transfers that Property to another Person and the Company or a Restricted Subsidiary leases it from that other Person
together with any Refinancings thereof. 
 “SEC” means the Securities and Exchange Commission. 

“Securities Act” means the Securities Act of 1933, as amended. 

  
 -22- 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 “Significant Subsidiary” means any Subsidiary that would be a “Significant
Subsidiary” of the Company within the meaning of Rule 1-02 under Regulation S-X promulgated by the SEC. 

“Standard Securitization Undertakings” means representations, warranties, covenants and indemnities entered into by the Company or
any Subsidiary of the Company which are customary in an accounts receivable securitization transaction involving a comparable company. 

“Stated Maturity” means, with respect to any security, the date specified in the security as the fixed date on which the payment of
principal of the security is due and payable, including pursuant to any mandatory redemption provision (but excluding any provision providing for the repurchase of the security at the option of the holder thereof upon the happening of any
contingency beyond the control of the issuer unless that contingency has occurred). 
 “Subordinated Obligation” means any Debt of
the Company (whether outstanding on the Issue Date or thereafter Incurred) that is subordinate or junior in right of payment to the Notes pursuant to a written agreement to that effect. 

“Subsidiary” means, in respect of any Person, any corporation, company (including any limited liability company), association,
partnership, joint venture or other business entity of which a majority of the total voting power of the Voting Stock is at the time owned or controlled, directly or indirectly, by: 

(a) that Person, 

(b) that Person and one or more Subsidiaries of that Person, or 

(c) one or more Subsidiaries of that Person. 

“Temporary Cash Investments” means any of the following: 

(a) Investments in U.S. Government Obligations maturing within 365 days of the date of acquisition thereof; 

(b) Investments in time deposit accounts, banker’s acceptances, certificates of deposit and money market deposits maturing
within 180 days of the date of acquisition thereof issued by a bank or trust company organized under the laws of the United States of America or any state thereof having capital, surplus and undivided profits aggregating in excess of
$500.0 million or issued by a commercial bank organized under the laws of any other country that is a member of the Organization for Economic Cooperation and Development having total assets in excess of $500.0 million (or its foreign
currency equivalent at the time), and in any case whose long-term debt is rated “A-3” or “A-” or higher according to Moody’s or S&P (or a
similar equivalent rating by at least one “nationally recognized statistical rating organization” (as defined in Rule 436 under the Securities Act)); 

(c) repurchase obligations with a term of not more than 30 days for underlying securities of the types described in clause
(a) entered into with: 
 (1) a bank meeting the qualifications described in clause (b) above, or 

(2) any primary government securities dealer reporting to the Market Reports Division of the Federal Reserve Bank of New York;

  
 -23- 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 (d) Investments in commercial paper, maturing not more than 270 days after
the date of acquisition, issued by a corporation (other than an Affiliate of the Company) organized and in existence under the laws of the United States of America or any other country that is a member of the Organization for Economic Cooperation
and Development, and in any case with a rating at the time as of which any Investment therein is made of “P-1” (or higher) according to Moody’s or
“A-1” (or higher) according to S&P (or a similar equivalent rating by at least one “nationally recognized statistical rating organization” (as defined in Rule 436 under the Securities
Act); and 
 (e) direct obligations (or certificates representing an ownership interest in such obligations) of any state of
the United States of America (including any agency or instrumentality thereof) for the payment of which the full faith and credit of such state is pledged and which are not callable or redeemable at the issuer’s option, provided that: 

(1) the long-term debt of the state is rated “A-3” or “A-” or higher according to Moody’s or S&P (or a similar equivalent rating by at least one “nationally recognized statistical rating organization” (as defined in Rule 436 under the
Securities Act)), and 
 (2) the obligations mature within 180 days of the date of acquisition thereof. 

“TIA” means the Trust Indenture Act of 1939 (15 U.S.C. §§ 77aaa-77bbbb) as in effect on the date of this Indenture;
provided, however, that, in the event the TIA is amended after such date, “TIA” means, to the extent required by any such amendments, the Trust Indenture Act of 1939 as so amended. 

“Trust Officer” means, when used with respect to the Trustee, any officer within the corporate trust department of the Trustee,
including any vice president, assistant vice president, assistant secretary, assistant treasurer, trust officer or any other officer of the Trustee who customarily performs such functions similar to those performed by the Persons who at the time
shall be such officers, respectively, or to whom any corporate trust matter is referred because of such person’s knowledge of and familiarity with the particular subject and who shall have direct responsibility for the administration of this
Indenture. 
 “Trustee” means the party named as such in this Indenture until a successor replaces it and, thereafter, means the
successor. 
 “Uniform Commercial Code” means the New York Uniform Commercial Code as in effect from time to time. 

“United States” means the United States of America (including the states and the District of Columbia) and its territories,
possessions and other areas subject to its jurisdiction. 
 “United States Person” means any individual who is a citizen or
resident of the United States, a corporation, partnership or other entity created or organized in or under the laws of the United States, any state of the United States or the District of Columbia (other than a partnership that is not treated as a
United States Person under any applicable Treasury regulations), or any estate or trust the income of which is subject to United States federal income taxation regardless of its source. 

“Unrestricted Subsidiary” means: 

  
 -24- 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 (a) any Subsidiary of the Company that is designated after the Issue Date as
an Unrestricted Subsidiary as permitted or required pursuant to Section 4.10 and is not thereafter redesignated as a Restricted Subsidiary as permitted pursuant thereto; and 

(b) any Subsidiary of an Unrestricted Subsidiary. 

“U.S. Government Obligations” means direct obligations (or certificates representing an ownership interest in such obligations) of
the United States of America (including any agency or instrumentality thereof) for the payment of which the full faith and credit of the United States of America is pledged and which are not callable or redeemable at the issuer’s option. 

“Voting Stock” of any Person means all classes of Capital Stock or other interests (including partnership interests) of that Person
then outstanding and normally entitled (without regard to the occurrence of any contingency) to vote in the election of directors, managers or trustees thereof. 

“Wholly Owned Restricted Subsidiary” means, at any time, a Restricted Subsidiary all the Voting Stock of which (except
directors’ qualifying shares) is at that time owned, directly or indirectly, by the Company and its other Wholly Owned Subsidiaries. 

SECTION 1.02. Other Definitions. 
  

			
	 Term
	  	 Defined in Section

	 “Affiliate Transaction”
	  	4.09
	 “Bankruptcy Law”
	  	6.01
	 “Change of Control Offer”
	  	4.12
	 “Change of Control Payment Date”
	  	4.12
	 “Change of Control Purchase Price”
	  	4.12
	 “covenant defeasance option”
	  	8.01
	 “Custodian”
	  	6.01
	 “Event of Default”
	  	6.01
	 “Exchange Note”
	  	Appendix A
	 “Global Note”
	  	Appendix A
	 “legal defeasance option”
	  	8.01
	 “Legal Holiday”
	  	10.09
	 “Offer Amount”
	  	4.07
	 “Offer Period”
	  	4.07
	 “OID”
	  	2.01
	 “Original Notes”
	  	2.01
	 “Paying Agent”
	  	2.04
	 “Prepayment Offer”
	  	4.07
	 “Registered Exchange Offer”
	  	Appendix A
	 “Registrar”
	  	2.04
	 “Shelf Registration Statement”
	  	Appendix A
	 “Surviving Person”
	  	5.01
	 “Suspended Covenants”
	  	4.01

 SECTION 1.03. Incorporation by Reference of Trust Indenture Act. This Indenture is subject to
the mandatory provisions of the TIA, which are incorporated by reference in and made a part of this Indenture. The following TIA terms have the following meanings: 

“Commission” means the SEC. 

  
 -25- 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 “indenture securities” means the Notes. 

“indenture security holder” means a Noteholder. 

“indenture to be qualified” means this Indenture. 

“indenture trustee” or “institutional trustee” means the Trustee. 

“obligor” on the indenture securities means the Company and any other obligor on the indenture securities. 

All other TIA terms used in this Indenture that are defined by the TIA, defined by TIA reference to another statute or defined by SEC rule
have the meanings assigned to them by such definitions. 
 SECTION 1.04. Rules of Construction. Unless the context otherwise
requires: 
 (1) a term has the meaning assigned to it; 

(2) an accounting term not otherwise defined has the meaning assigned to it in accordance with GAAP; 

(3) “or” is not exclusive; 

(4) “including” means including without limitation; 

(5) words in the singular include the plural and words in the plural include the singular; 

(6) unsecured Debt shall not be deemed to be subordinate or junior to secured Debt merely by virtue of its nature as unsecured
Debt; 
 (7) the principal amount of any non-interest bearing or other discount
security at any date shall be the principal amount thereof that would be shown on a balance sheet of the issuer dated such date prepared in accordance with GAAP; and 

(8) the principal amount of any Preferred Stock shall be the greater of (i) the maximum liquidation value of such
Preferred Stock or (ii) the maximum mandatory redemption or mandatory repurchase price with respect to such Preferred Stock. 
 ARTICLE
II 
 The Notes 

SECTION 2.01. Amount of Notes; Issuable in Series. The aggregate principal amount of Notes which may be authenticated and
delivered under this Indenture is unlimited. All Notes shall be substantially identical in all respects other than issue prices, issuance dates and CUSIP number. The Notes may be issued in one or more series; provided, however, that any Notes issued
with original issue discount (“OID”) for Federal income tax purposes shall not be issued as part of the same series as any Notes that are issued with a different amount of OID or are not issued with OID. All Notes of any one series shall
be substantially the same except as to denomination, issuance date and in some cases, may have a different first interest payment and CUSIP number. 

  
 -26- 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 Subject to Section 2.03, the Trustee shall authenticate Notes for original issue on the
Issue Date in the aggregate principal amount of $500.0 million (the “Original Notes”). With respect to any Notes issued after the Issue Date (except for Notes authenticated and delivered upon registration of transfer of, or in
exchange for, or in lieu of, Original Notes pursuant to Section 2.07, 2.08, 2.09 or 3.06 or Appendix A), there shall be established in or pursuant to a resolution of the Board of Directors, and subject to Section 2.03, set forth, or
determined in the manner provided in an Officers’ Certificate, or established in one or more indentures supplemental hereto, prior to the issuance of such Notes: 

(1) whether such Notes shall be issued as part of a new or existing series of Notes and the title of such Notes (which shall
distinguish the Notes of the series from Notes of any other series); 
 (2) the aggregate principal amount of such Notes that
may be authenticated and delivered under this Indenture (except for Notes authenticated and delivered upon registration of transfer of, or in exchange for, or in lieu of, other Notes of the same series pursuant to Section 2.07, 2.08, 2.09 or
3.06 or Appendix A and except for Notes which, pursuant to Section 2.03, are deemed never to have been authenticated and delivered hereunder); 

(3) the issue price and issuance date of such Notes, including the date from which interest on such Notes shall accrue; 

(4) if applicable, that such Notes shall be issuable in whole or in part in the form of one or more Global Notes and, in such
case, the respective depositories for such Global Notes, the form of any legend or legends that shall be borne by any such Global Note in addition to or in lieu of those set forth in Exhibit A and any circumstances in addition to or in lieu of those
set forth in Section 2.3 of Appendix A in which any such Global Note may be exchanged in whole or in part for Notes registered, and any transfer of such Global Note in whole or in part may be registered, in the name or names of Persons other
than the depositary for such Global Note or a nominee thereof; and 
 (5) if applicable, that such Notes shall not be issued
in the form of Initial Notes subject to Appendix A, but shall be issued in the form of Exchange Notes as set forth in Exhibit A. 
 If any
of the terms of any series are established by action taken pursuant to a resolution of the Board of Directors, a copy of an appropriate record of such action shall be certified by the Secretary or any Assistant Secretary of the Company and delivered
to the Trustee at or prior to the delivery of the Officers’ Certificate or the trust indenture supplemental hereto setting forth the terms of the series. 

SECTION 2.02. Form and Dating. Provisions relating to the Initial Notes of each series and the Exchange Notes are set forth in
Appendix A, which is hereby incorporated in and expressly made part of this Indenture. The Initial Notes of each series and the certificate of authentication included therein shall be substantially in the form of Exhibit A which is hereby
incorporated in and expressly made a part of this Indenture. The Exchange Notes and the certificate of authentication shall be substantially in the form of Exhibit A, which is hereby incorporated in and expressly made a part of this Indenture. The
Notes of each series may have notations, legends or endorsements required by law, stock exchange rule, agreements to which the Company is subject, if any, or usage, provided that any such notation, legend or endorsement is in a form reasonably
acceptable to the Company. Each Note shall be dated the date of its authentication. The terms of the Notes of each series set forth in Exhibit A are part of the terms of this Indenture. The Notes shall be issuable in denominations of $2,000 and
integral multiples of $1,000 in excess thereof. 

  
 -27- 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 SECTION 2.03. Execution and Authentication. Two Officers shall sign the Notes for
the Company by manual or facsimile signature. The Company’s seal may be impressed, affixed, imprinted or reproduced on the Notes and may be in facsimile form. 

If an Officer whose signature is on a Note no longer holds that office at the time the Trustee authenticates the Note, the Note shall be valid
nevertheless. 
 At any time and from time to time after the execution and delivery of this Indenture, the Company may deliver Notes of any
series executed by the Company to the Trustee for authentication, together with a written order of the Company in the form of an Officers’ Certificate for the authentication and delivery of such Notes, and the Trustee in accordance with such
written order of the Company shall authenticate and deliver such Notes. 
 A Note shall not be valid until an authorized signatory of the
Trustee manually signs the certificate of authentication on the Note. The signature shall be conclusive evidence that the Note has been authenticated under this Indenture. 

The Trustee may appoint an Authentication Agent reasonably acceptable to the Company to authenticate any series of Notes. Unless limited by
the terms of such appointment, an Authentication Agent may authenticate Notes whenever the Trustee may do so. Each reference in this Indenture to authentication by the Trustee includes authentication by such agent. An Authentication Agent has the
same rights as any Registrar, Paying Agent or agent for service of notices and demands. 
 SECTION 2.04. Registrar and Paying
Agent. The Company shall maintain an office or agency where Notes may be presented for registration of transfer or for exchange (the “Registrar”) and an office or agency where Notes may be presented for payment (the “Paying
Agent”). The Registrar shall keep a register of the Notes and of their transfer and exchange. The Company may have one or more co-registrars and one or more additional paying agents. The term “Paying
Agent” includes any additional paying agent. 
 The Company shall enter into an appropriate agency agreement with any Registrar, Paying
Agent or co-registrar not a party to this Indenture. The agreement shall implement the provisions of this Indenture that relate to such agent. The Company shall notify the Trustee of the name and address of
any such agent. If the Company fails to maintain a Registrar or Paying Agent, the Trustee shall act as such and shall be entitled to appropriate compensation therefor pursuant to Section 7.07. The Company or any of its domestically incorporated
Wholly Owned Subsidiaries may act as Paying Agent, Registrar, co-registrar or transfer agent. 

Initially, the Trustee will act as Registrar and Paying Agent with regard to the Notes. 

SECTION 2.05. Paying Agent To Hold Money in Trust. Prior to each due date of the principal and interest on any Note, the Company
shall deposit with the Paying Agent a sum sufficient to pay such principal and interest when so becoming due. The Company shall require each Paying Agent (other than the Trustee) to agree in writing that the Paying Agent shall hold in trust for the
benefit of Noteholders or the Trustee all money held by the Paying Agent for the payment of principal of or interest on the Notes and shall notify the Trustee in writing of any default by the Company in making any such payment. If the Company or a
Wholly Owned Subsidiary acts as Paying Agent, it shall segregate the money held by it as Paying Agent and hold it as a separate trust fund. The Company at any time may require a Paying Agent to pay all money held by it to the Trustee and to account
for any funds disbursed by the Paying Agent. Upon complying with this Section, the Paying Agent shall have no further liability for the money delivered to the Trustee. 

  
 -28- 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 SECTION 2.06. Noteholder Lists. The Registrar shall preserve in as current a form
as is reasonably practicable the most recent list available to it of the names and addresses of Noteholders. If the Trustee is not the Registrar, the Company shall furnish to the Trustee, in writing at least five Business Days before each interest
payment date and at such other times as the Trustee may request in writing, a list in such form and as of such date as the Trustee may reasonably require of the names and addresses of Noteholders. 

SECTION 2.07. Replacement Notes. If a mutilated Note is surrendered to the Registrar or if the Holder of a Note claims that such
Note has been lost, destroyed or wrongfully taken, the Company shall issue and the Trustee shall authenticate a replacement Note if the requirements of Section 8-405 of the Uniform Commercial Code are met
and the Holder satisfies any other reasonable requirements of the Trustee and/or the Authentication Agent, as applicable. If required by the Trustee or the Company, such Holder shall furnish an indemnity bond sufficient in the judgment of the
Company and the Trustee (and the Paying Agent, Registrar and Authentication Agent, if not the Trustee) to protect the Company, the Trustee, the Paying Agent, the Registrar and any co-registrar from any loss
which any of them may suffer if a Note is replaced. The Company and the Trustee may charge the Holder for their expenses in replacing a Note. 

Every replacement Note is an additional obligation of the Company. 

SECTION 2.08. Outstanding Notes. Notes outstanding at any time are all Notes authenticated by the Trustee, except for those
canceled by it, those delivered to it for cancellation and those described in this Section as not outstanding. A Note does not cease to be outstanding because the Company or an Affiliate of the Company holds the Note. 

If a Note is replaced pursuant to Section 2.07, it ceases to be outstanding unless the Trustee and the Company receive proof satisfactory
to them that the replaced Note is held by a bona fide purchaser. 
 If the Paying Agent segregates and holds in trust, in accordance with
this Indenture, on a redemption date or maturity date money sufficient to pay all principal and interest payable on that date with respect to the Notes (or portions thereof) to be redeemed or maturing, as the case may be, then on and after that date
such Notes (or portions thereof) cease to be outstanding and interest on them ceases to accrue. 
 SECTION 2.09. Temporary
Notes. Until definitive Notes are ready for delivery, the Company may prepare and the Trustee shall authenticate temporary Notes. Temporary Notes shall be substantially in the form of definitive Notes but may have variations that the Company
considers appropriate for temporary Notes. Without unreasonable delay, the Company shall prepare and the Trustee shall authenticate definitive Notes and deliver them in exchange for temporary Notes. 

SECTION 2.10. Cancellation. The Company at any time may deliver Notes to the Trustee for cancellation. The Registrar and the
Paying Agent shall forward to the Trustee any Notes surrendered to them for registration of transfer, exchange or payment. The Trustee and no one else shall cancel and dispose of all Notes surrendered for registration of transfer, exchange, payment
or cancellation in its customary manner. The Company may not issue new Notes to replace Notes it has redeemed, paid or delivered to the Trustee for cancellation, except pursuant to the terms of this Indenture. 

SECTION 2.11. Defaulted Interest. If the Company defaults in a payment of interest on the Notes, the Company shall pay the
defaulted interest (plus interest on such defaulted interest to the extent lawful) in any lawful manner. The Company may pay the defaulted interest to the persons who are Noteholders on a subsequent special record date. The Company shall fix or
cause to be fixed any such special record date and payment date to the reasonable satisfaction of the Trustee and shall promptly mail to each Noteholder a notice that states the special record date, the payment date and the amount of defaulted
interest to be paid. 

  
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 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 SECTION 2.12. CUSIP, ISIN or Common Code Numbers. The Company in issuing the
Notes may use “CUSIP”, “ISIN” or “Common Code” numbers (if then generally in use) and, if so, the Trustee shall use “CUSIP”, “ISIN” or “Common Code” numbers in notices of redemption as a
convenience to Holders; provided, however, that neither the Company nor the Trustee shall have any responsibility for any defect in the “CUSIP”, “ISIN” or “Common Code” number that appears on any Note, check, advice of
payment or redemption notice, and any such notice may state that no representation is made as to the correctness of such numbers either as printed on the Notes or as contained in any notice of a redemption and that reliance may be placed only on the
other identification numbers printed on the Notes, and any such redemption shall not be affected by any defect in or omission of such numbers. The Company shall promptly notify the Trustee of any change in such numbers. 

ARTICLE III 
 Redemption

 SECTION 3.01. Notices to Trustee. If the Company elects to redeem Notes pursuant to paragraph 5 of the Notes, it shall
notify the Trustee in writing of the redemption date, the principal amount of Notes to be redeemed and that such redemption is being made pursuant to paragraph 5 of the Notes. 

The Company shall give each notice to the Trustee provided for in this Section at least 45 days before the redemption date unless the Trustee
consents to a shorter period. Such notice shall be accompanied by an Officers’ Certificate and an Opinion of Counsel from the Company to the effect that such redemption will comply with the conditions herein. 

SECTION 3.02. Selection of Notes To Be Redeemed. If fewer than all of the Notes are to be redeemed, the Trustee shall select the
Notes to be redeemed pro rata or by lot, in accordance with the applicable procedures of DTC, or by a method that complies with applicable legal and securities exchange requirements, if any, consistent with the Trustee’s customary practice. The
Trustee shall make the selection from outstanding Notes not previously called for redemption. The Trustee may select for redemption portions of the principal of Notes that have denominations larger than $2,000. Notes and portions of them the Trustee
selects shall be in amounts of $2,000 or a whole multiple of $1,000 in excess thereof. Provisions of this Indenture that apply to Notes called for redemption also apply to portions of Notes called for redemption. The Trustee shall notify the Company
promptly of the Notes or portions of Notes to be redeemed. 
 SECTION 3.03. Notice of Redemption. At least 30 days but not more
than 60 days before a date for redemption of Notes, the Company shall mail a notice of redemption by first-class mail, and in the case of Notes held in book entry form, by electronic transmission, to each Holder of Notes to be redeemed. 

The notice shall identify the Notes to be redeemed (including any CUSIP, Common Code or ISIN numbers) and shall state: 

(1) the redemption date; 

(2) the redemption price or the information specified in clause (c) of paragraph 5 of the Notes; 

  
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 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 (3) the name and address of the applicable Paying Agent; 

(4) that Notes called for redemption must be surrendered to the Paying Agent to collect the redemption price; 

(5) if fewer than all the outstanding Notes are to be redeemed, the identification and principal amounts of the particular
Notes to be redeemed; 
 (6) that, unless the Company defaults in making such redemption payment, interest on Notes (or
portion thereof) called for redemption ceases to accrue on and after the redemption date; 
 (7) that no representation is
made as to the correctness or accuracy of the CUSIP, ISIN or Common Code number, if any, listed in such notice or printed on the Notes; and 

(8) whether such notice is conditional and the timeframe for satisfying such conditions. 

At the Company’s written request, the Trustee shall give the notice of redemption in the Company’s name and at the Company’s
expense. In such event, the Company shall provide the Trustee with the information required by this Section at least 45 days before the redemption date. 

If the Company elects to provide, in lieu of the redemption price, the information specified in clause (c) of paragraph 5 of the Notes in
the notice of redemption, the Trustee shall give the notice of the redemption price, in the Company’s name and the Company’s expense, one business day prior to the redemption date. 

SECTION 3.04. Effect of Notice of Redemption. Once notice of redemption is mailed, Notes called for redemption become due
and payable on the redemption date and at the redemption price stated in the notice. Upon surrender to the applicable Paying Agent, such Notes shall be paid at the redemption price stated in the notice, plus accrued interest to the redemption date
(subject to the right of Holders of record on the relevant record date to receive interest due on the related interest payment date that is on or prior to the date of redemption). Failure to give notice or any defect in the notice to any Holder
shall not affect the validity of the notice to any other Holder. 
 SECTION 3.05. Deposit of Redemption Price. On or
prior to 10:00 a.m. New York City time on the Business Day immediately preceding the anticipated redemption date, the Company shall deposit with the applicable Paying Agent (or, if the Company or a Wholly Owned Subsidiary is the Paying Agent, shall
segregate and hold in trust) money in U.S. Dollars sufficient to pay the redemption price of and accrued interest (subject to the right of Holders of record on the relevant record date to receive interest due on the related interest payment date
that is on or prior to the date of redemption) on all Notes to be redeemed on that date other than Notes or portions of Notes called for redemption that have been delivered by the Company to the Trustee for cancellation. 

SECTION 3.06. Notes Redeemed in Part. Upon surrender of a Note that is redeemed in part, the Company shall execute and the
Trustee shall authenticate for the Holder (at the Company’s expense) a new Note equal in principal amount to the unredeemed portion of the Note surrendered. 

  
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 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 ARTICLE IV 

Covenants 

SECTION 4.01. Covenant Suspension. During any period of time that: 

(a) the Notes have Investment Grade Ratings from both Rating Agencies, and 

(b) no Default or Event of Default has occurred and is continuing under this Indenture, 

the Company and the Restricted Subsidiaries will not be subject to the following Sections of this Indenture: Section 4.04, Section 4.05,
Section 4.07, Section 4.08, clause (x) of the third paragraph (and as referred to in the first paragraph) of Section 4.10, and clause (d) of Section 5.01 (collectively, the “Suspended Covenants”). In the event
that the Company and the Restricted Subsidiaries are not subject to the Suspended Covenants for any period of time as a result of the preceding sentence and, subsequently, one or both of the Rating Agencies withdraws its ratings or downgrades the
ratings assigned to the Notes below the required Investment Grade Rating or a Default or Event of Default occurs and is continuing, then the Company and the Restricted Subsidiaries will thereafter again be subject to the Suspended Covenants for all
periods after that withdrawal, downgrade, Default or Event of Default and, furthermore, compliance with the provisions of Section 4.05 with respect to Restricted Payments made after the time of the withdrawal, downgrade, Default or Event of
Default will be calculated in accordance with the terms of that covenant as though that covenant had been in effect during the entire period of time from the Issue Date, provided that there will not be deemed to have occurred a Default or
Event of Default with respect to that covenant during the time that the Company and the Restricted Subsidiaries were not subject to the Suspended Covenants (or after that time based solely on events that occurred during that time). 

SECTION 4.02. Payment of Notes. The Company shall promptly pay the principal of and interest on the Notes on the dates and in the
manner provided in the Notes and in this Indenture. Principal and interest shall be considered paid on the date due if on such date the Trustee or the applicable Paying Agent holds in accordance with this Indenture money sufficient to pay all
principal and interest then due. 
 The Company shall pay interest on overdue principal at the rate specified therefor in the Notes, and it
shall pay interest on overdue installments of interest at the rate borne by the Notes to the extent lawful. 
 SECTION 4.03. SEC
Reports. Notwithstanding that the Company may not be subject to the reporting requirements of Section 13 or 15(d) of the Exchange Act, the Company shall file with the SEC and provide the Trustee and Holders of Notes with annual reports and
information, documents and other reports as are specified in Sections 13 and 15(d) of the Exchange Act and applicable to a U.S. corporation subject to those Sections, and the information, documents and reports to be so filed and provided at the
times specified for the filing of the information, documents and reports under those Sections; provided, however, that (i) the Company shall not be so obligated to file the information, documents and reports with the SEC if the
SEC does not permit those filings and (ii) the electronic filing with the SEC through the SEC’s Electronic Data Gathering, Analysis, and Retrieval System (or any successor system providing for free public access to such filings) shall
satisfy the Company’s obligation to provide such reports, information and documents to the Trustee and the Holders of Notes, it being understood that the Trustee shall have no responsibility to determine whether or not such information has been
filed. Delivery of such reports, information and documents to the Trustee is for informational purposes only and the Trustee’s receipt of such shall not constitute constructive notice of any information contained therein or determinable from
information contained therein, including the Company’s compliance with any of its covenants hereunder (as to which the Trustee is entitled to conclusively rely exclusively on Officers’ Certificates). 

SECTION 4.04. Limitation on Debt. The Company shall not, and shall not permit any Restricted Subsidiary to, Incur, directly or
indirectly, any Debt unless, after giving effect to the application of the proceeds thereof, no Default or Event of Default would occur as a consequence of the Incurrence or be continuing following the Incurrence and either: 

  
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 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 (1) the Debt is Debt of the Company or a Restricted Subsidiary and after
giving effect to the Incurrence of the Debt and the application of the proceeds thereof, the Consolidated Fixed Charges Coverage Ratio would be greater than 2.00 to 1.00; provided, that the aggregate amount of Debt that may be Incurred
pursuant to the foregoing by a Restricted Subsidiary that is not a Guarantor shall not at any one time be outstanding in an amount exceeding the greater of (i) $200.0 million and (ii) 12% of Consolidated Net Tangible Assets, or 

(2) the Debt is Permitted Debt. 

“Permitted Debt” means: 

(a) Debt of the Company evidenced by the Original Notes; 

(b) Debt of the Company or a Restricted Subsidiary Incurred under any Credit Facilities, Incurred by the Company or a
Restricted Subsidiary pursuant to a Real Estate Financing Transaction, a Sale and Leaseback Transaction, an Equipment Financing Transaction or Debt Issuances, Debt Incurred by the Company or a Restricted Subsidiary in respect of Capital Lease
Obligations and Purchase Money Debt, or Incurred by a Receivables Entity in a Qualified Receivables Transaction that is not recourse to the Company or any other Restricted Subsidiary of the Company (except for Standard Securitization Undertakings),
provided that the aggregate principal amount of all Debt of this kind at any one time outstanding shall not exceed the greater of: 

(1) $1.9 billion, which amount shall be permanently reduced by the amount of Net Available Cash from an Asset Sale used to
Repay Debt Incurred pursuant to this clause (b) pursuant to Section 4.07, and 
 (2) the sum of the amounts equal
to: 
 (A) 60% of the book value of the inventory of the Company and the Restricted Subsidiaries, and 

(B) 85% of the book value of the accounts receivable of the Company and the Restricted Subsidiaries, in the case of each of
clauses (A) and (B) as of the most recently ended quarter of the Company for which financial statements of the Company have been provided to the Holders of Notes; 

(c) Debt of the Company owing to and held by any Restricted Subsidiary and Debt of a Restricted Subsidiary owing to and held by
the Company or any Restricted Subsidiary; provided, however, that (1) any subsequent issue or transfer of Capital Stock or other event that results in any Restricted Subsidiary ceasing to be a Restricted Subsidiary or any
subsequent transfer of that Debt (except to the Company or a Restricted Subsidiary) shall be deemed, in each case, to constitute the Incurrence of that Debt by the issuer thereof, and (2) if the Company is the obligor on that Debt, the Debt is
expressly subordinated to the prior payment in full in cash of all obligations with respect to the Notes; 

  
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 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 (d) Debt of a Restricted Subsidiary outstanding on the date on which that
Restricted Subsidiary was acquired by the Company or otherwise became a Restricted Subsidiary (other than Debt Incurred as consideration in, or to provide all or any portion of the funds or credit support utilized to consummate, a transaction or
series of transactions pursuant to which the Restricted Subsidiary became a Restricted Subsidiary of the Company or was otherwise acquired by the Company), provided that at the time that Person was acquired by the Company or otherwise became
a Restricted Subsidiary and after giving effect to the Incurrence of that Debt, (i) the Company would have been able to Incur $1.00 of additional Debt pursuant to clause (1) of the first paragraph of this Section 4.04 or (ii) the
Consolidated Fixed Charges Coverage Ratio would have been greater than such ratio immediately prior to such transaction; 

(e) Debt Incurred as consideration in, or to provide all or any portion of the funds or credit support utilized to consummate,
a transaction or series of transactions pursuant to which a Person became a Restricted Subsidiary of the Company or was otherwise acquired by the Company; provided at the time that Person was acquired by the Company or otherwise became a Restricted
Subsidiary and after giving effect to the Incurrence of that Debt, (i) the Company would have been able to Incur $1.00 of additional Debt pursuant to clause (1) of the first paragraph of this covenant or (ii) the Consolidated Fixed
Charges Coverage Ratio would have been greater than such ratio immediately prior to such transaction and would be at least 1.75 to 1.0; 

(f) Debt under Interest Rate Agreements entered into by the Company or a Restricted Subsidiary for the purpose of limiting
interest rate risk in the ordinary course of the financial management of the Company or that Restricted Subsidiary and not for speculative purposes, provided that the obligations under those agreements are related to payment obligations on
Debt otherwise permitted by the terms of this Section 4.04; 
 (g) Debt under Currency Exchange Protection Agreements
entered into by the Company or a Restricted Subsidiary for the purpose of limiting currency exchange rate risks directly related to transactions entered into by the Company or that Restricted Subsidiary in the ordinary course of business and not for
speculative purposes; 
 (h) Debt under Commodity Price Protection Agreements entered into by the Company or a Restricted
Subsidiary in the ordinary course of the financial management of the Company or that Restricted Subsidiary and not for speculative purposes; 

(i) Debt in connection with one or more standby letters of credit or performance bonds issued by the Company or a Restricted
Subsidiary in the ordinary course of business or pursuant to self-insurance obligations and not in connection with the borrowing of money or the obtaining of advances or credit; 

(j) Debt arising from agreements of the Company or a Restricted Subsidiary providing for indemnification, adjustment of
purchase price or similar obligations, in each case, incurred in connection with the disposition of any business, assets or Capital Stock of a Subsidiary, other than Guarantees of Debt Incurred by any Person acquiring all or any portion of such
business, assets or Capital Stock; provided, however, that the maximum aggregate liability in respect of all such Debt shall at no time exceed the gross proceeds actually received by the Company or such Restricted Subsidiary in
connection with such disposition; 
 (k) Debt outstanding on the Issue Date not otherwise described in clauses
(a) through (j) above; 

  
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 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 (l) Debt of the Company or a Restricted Subsidiary in an aggregate principal
amount outstanding at any one time not to exceed the greater of $200.0 million and 12% of the Company’s Consolidated Net Tangible Assets (as calculated at the time of incurrence); 

(m) Debt of one or more Foreign Restricted Subsidiaries in an aggregate principal amount outstanding at any one time not to
exceed the greater of $200.0 million and 12% of the Company’s Consolidated Net Tangible Assets (as calculated at the time of incurrence); 

(n) Guarantees of Debt otherwise permitted herein by a Future Guarantor; and 

(o) Permitted Refinancing Debt Incurred in respect of Debt Incurred pursuant to clause (1) of the first paragraph of this
Section 4.04 and clauses (a), (d), (e) and (k) above. 
 For purposes of determining compliance with any restriction on the
incurrence of Debt in dollars where Debt is denominated in a different currency, the amount of such Debt will be the Dollar Equivalent determined on the date of such determination, provided that if any such Debt denominated in a different currency
is subject to a Currency Exchange Protection Agreement (with respect to dollars) covering principal amounts payable on such Debt, the amount of such Debt expressed in Euros will be adjusted to take into account the effect of such agreement. The
principal amount of any Permitted Refinancing Debt Incurred in the same currency as the Debt being Refinanced will be the Dollar Equivalent of the Debt Refinanced determined on the date such Debt being Refinanced was initially Incurred.
Notwithstanding any other provision of this covenant, for purposes of determining compliance with this Section 4.04, increases in Debt solely due to fluctuations in the exchange rates of currencies will not be deemed to exceed the maximum
amount that the Company or any Restricted Subsidiary may Incur under any of clauses (a) through (o) of this Section 4.04. 
 For
purposes of determining compliance with this Section 4.04: 
 (A) in the event that an item of Debt meets the criteria
of more than one of the types of Debt described above, the Company, in its sole discretion, will classify such item of Debt at the time of Incurrence and only be required to include the amount and type of such Debt in one of the above clauses; and

 (B) the Company will be entitled to divide and classify and reclassify an item of Debt in more than one of the types of
Debt described above. 
 SECTION 4.05. Limitation on Restricted Payments. The Company shall not make, and shall not permit any
Restricted Subsidiary to make, directly or indirectly, any Restricted Payment if at the time of, and after giving effect to, the proposed Restricted Payment, 

(a) a Default or Event of Default shall have occurred and be continuing, 

(b) the Company could not Incur at least $1.00 of additional Debt pursuant to clause (1) of the first paragraph of
Section 4.04, or 
 (c) the aggregate amount of that Restricted Payment and all other Restricted Payments declared or
made after the Issue Date (the amount of any Restricted Payment, if made other than in cash, to be based upon Fair Market Value) would exceed an amount equal to the sum of: 

(1) 50% of the aggregate amount of Consolidated Net Income accrued during the period (treated as one accounting period) from
March 1, 2015, to the end of the most recent fiscal quarter ending at least 45 days prior to the date of the Restricted Payment (or if the aggregate amount of Consolidated Net Income for such period shall be a deficit, minus 100% of such
deficit), plus 

  
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 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 (2) Capital Stock Sale Proceeds received after the Issue Date, plus 

(3) the sum of: 

(A) the aggregate net cash proceeds received by the Company or any Restricted Subsidiary from the issuance or sale after the
Issue Date of convertible or exchangeable Debt that has been converted into or exchanged for Capital Stock (other than Disqualified Stock) of the Company, and 

(B) the aggregate amount by which Debt of the Company or any Restricted Subsidiary is reduced on the Company’s
consolidated balance sheet on or after the Issue Date upon the conversion or exchange of any Debt issued or sold on or prior to the Issue Date that is convertible or exchangeable for Capital Stock (other than Disqualified Stock) of the Company, 

excluding, in the case of clause (A) or (B): 

(x) any Debt issued or sold to the Company or a Subsidiary of the Company or an employee stock ownership plan or trust
established by the Company or any Subsidiary for the benefit of their employees, and 
 (y) the aggregate amount of any cash
or other Property distributed by the Company or any Restricted Subsidiary upon any such conversion or exchange, plus 
 (4)
an amount equal to the sum of: 
 (A) the net reduction in Investments in any Person other than the Company or a Restricted
Subsidiary resulting from dividends, repayments of loans or advances or other transfers of Property made after the Issue Date, in each case to the Company or any Restricted Subsidiary from that Person, less the cost of the disposition of those
Investments, and 
 (B) the lesser of the net book value or the Fair Market Value of the Company’s equity interest in
an Unrestricted Subsidiary at the time the Unrestricted Subsidiary is designated a Restricted Subsidiary (provided that such designation occurs after the Issue Date); 

provided, however, that the foregoing sum shall not exceed, in the case of any Person, the amount of Investments previously made
(and treated as a Restricted Payment) by the Company or any Restricted Subsidiary in that Person; plus 
 (5) an amount equal
to the restricted payment availability as of the Issue Date under the provisions corresponding to the foregoing in the indenture governing the Company’s 6 7/8% Senior Notes due 2022, which approximated $800 million as of March 1,
2015. 
 Notwithstanding the foregoing limitation, the Company may: 

  
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 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 (a) pay dividends on its Capital Stock within 60 days of the declaration
thereof if, on said declaration date, the dividends could have been paid in compliance with this Indenture; provided, however, that the dividend shall be included in the calculation of the amount of Restricted Payments; 

(b) purchase, repurchase, redeem, legally defease, acquire or retire for value Capital Stock of the Company or Subordinated
Obligations in exchange for, or out of the proceeds of the substantially concurrent sale of, Capital Stock of the Company (other than Disqualified Stock and other than Capital Stock issued or sold to a Subsidiary of the Company or an employee stock
ownership plan or trust established by the Company or any Subsidiary for the benefit of their employees); provided, however, that 

(1) the purchase, repurchase, redemption, legal defeasance, acquisition or retirement shall be excluded in the calculation of
the amount of Restricted Payments, and 
 (2) the Capital Stock Sale Proceeds from the exchange or sale shall be excluded
from the calculation pursuant to clause (c)(2) above; 
 (c) purchase, repurchase, redeem, legally defease, acquire or retire
for value any Subordinated Obligations in exchange for, or out of the proceeds of the substantially concurrent sale of, Permitted Refinancing Debt; provided, however, that the purchase, repurchase, redemption, legal defeasance,
acquisition or retirement shall be excluded in the calculation of the amount of Restricted Payments; 
 (d) pay scheduled
dividends (not constituting a return on capital) on Disqualified Stock of the Company issued pursuant to and in compliance with Section 4.04; 

(e) permit a Restricted Subsidiary that is not a Wholly Owned Subsidiary to pay dividends to shareholders of that Restricted
Subsidiary that are not the parent of that Restricted Subsidiary, so long as the Company or a Restricted Subsidiary that is the parent of that Restricted Subsidiary receives dividends on a pro rata basis or on a basis that results in the receipt by
the Company or a Restricted Subsidiary that is the parent of that Restricted Subsidiary of dividends or distributions of greater value than it would receive on a pro rata basis; 

(f) make cash payments in lieu of fractional shares in connection with the exercise of warrants, options or other securities
convertible into Capital Stock of the Company; provided, however, that such repurchases shall be excluded in the calculation of the amount of Restricted Payments; 

(g) make repurchases of shares of common stock of the Company deemed to occur upon the exercise of options to purchase shares
of common stock of the Company if such shares of common stock of the Company represent a portion of the exercise price of such options; provided, however, that such repurchases shall be excluded in the calculation of the amount of
Restricted Payments; 
 (h) pay dividends on the common stock of the Company following the first Equity Offering of the
Company after the Issue Date in an annual amount not to exceed 6% of the net cash proceeds received by the Company in such Equity Offering; provided, however, that such dividends shall be included in the calculation of the amount of
Restricted Payments; 

  
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 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 (i) repurchase shares of, or options to purchase shares of, common stock of
the Company from current or former officers, directors or employees of the Company or any of its Subsidiaries (or permitted transferees of such current or former officers, directors or employees), pursuant to the terms of agreements (including
employment agreements) or plans approved by the Board of Directors under which such individuals acquire shares of such common stock; provided, however, that the aggregate amount of such repurchases shall not exceed $30.0 million
in any calendar year (with unused amounts in any calendar year carried over to succeeding calendar years subject to a maximum of $60.0 million in any calendar year); and provided further, however, that such repurchases
shall be excluded in the calculation of the amount of Restricted Payments; 
 (j) purchase, defease or otherwise acquire or
retire for value any Subordinated Obligations upon a Change of Control of the Company or an Asset Sale by the Company, to the extent required by any agreement pursuant to which such Subordinated Obligations were issued, but only if the Company has
previously made the offer to purchase notes required under Section 4.12 or Section 4.07; provided, however, that such payments shall be included in the calculation of the amount of Restricted Payments; 

(k) make other Restricted Payments not to exceed $150.0 million in the aggregate; provided, however, that
such other payments shall be included in the calculation of the amount of Restricted Payments; and 
 (l) make other
Restricted Payments, provided that after giving pro forma effect to such Restricted Payment the Consolidated Total Leverage Ratio will be less than or equal to 2.50 to 1.00; provided, however, that such other payments shall be included
in the calculation of the amount of Restricted Payments. 
 SECTION 4.06. Limitation on Liens. The Company shall not, and shall
not permit any Restricted Subsidiary to, directly or indirectly, Incur or suffer to exist, any Lien (other than Permitted Liens) upon any of its Property (including Capital Stock of a Restricted Subsidiary), whether owned at the Issue Date or
thereafter acquired, or any interest therein or any income or profits therefrom, unless it has made or will make effective provision whereby the Notes will be secured by that Lien equally and ratably with (or prior to) all other Debt of the Company
or any Restricted Subsidiary secured by that Lien. 
 SECTION 4.07. Limitation on Asset Sales. 

(a) The Company shall not, and shall not permit any Restricted Subsidiary to, directly or indirectly, consummate any Asset Sale
unless: 
 (i) the Company or the Restricted Subsidiary receives consideration at the time of the Asset Sale at least equal
to the Fair Market Value of the Property subject to such Asset Sale; 
 (ii) at least 75% of the consideration paid to the
Company or the Restricted Subsidiary in connection with such Asset Sale is in the form of cash or cash equivalents or the assumption by the purchaser of liabilities of the Company or any Restricted Subsidiary (other than liabilities that are by
their terms subordinated to the Notes) as a result of which the Company and the Restricted Subsidiaries are no longer obligated with respect to such liabilities; and 

(iii) the Company delivers an Officers’ Certificate to the Trustee certifying that such Asset Sale complies with the
foregoing clauses (i) and (ii). 

  
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 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 For the purposes of this Section 4.07: 

(1) in the case of a transaction involving a sale of any distribution center by the Company or a Restricted Subsidiary and the
establishment of an outsourcing arrangement in which the purchaser assumes distribution responsibilities on behalf of the Company or the Restricted Subsidiary, any credits or other consideration the purchaser grants to the Company or the Restricted
Subsidiary as part of the purchase price of the distribution center, which credits or other consideration effectively offset future payments due from the Company or the Restricted Subsidiary to the purchaser as part of the outsourcing arrangement,
will be considered to be cash equivalents; 
 (2) securities or other assets received by the Company or any Restricted
Subsidiary from the transferee that are converted by the Company or such Restricted Subsidiary into cash within 180 days shall be considered to be cash to the extent of the cash received in that conversion; 

(3) any cash consideration paid to the Company or the Restricted Subsidiary in connection with the Asset Sale that is held in
escrow or on deposit to support indemnification, adjustment of purchase price or similar obligations in respect of such Asset Sale shall be considered to be cash; 

(4) Productive Assets received by the Company or any Restricted Subsidiary in connection with the Asset Sale shall be
considered to be cash; and 
 (5) the requirement that at least 75% of the consideration paid to the Company or the
Restricted Subsidiary in connection with the Asset Sale be in the form of cash or cash equivalents shall also be considered satisfied if the cash received constitutes at least 75% of the consideration received by the Company or the Restricted
Subsidiary in connection with such Asset Sale, determined on an after-tax basis. 

(b) The Net Available Cash (or any portion thereof) from Asset Sales may be applied by the Company or a Restricted Subsidiary,
to the extent the Company or such Restricted Subsidiary elects (or is required by the terms of any Debt): 
 (i) to Repay
Debt of the Company (excluding, in any such case, any Debt that (A) constitutes a Subordinated Obligation or (B) is owed to the Company or an Affiliate of the Company); or 

(ii) to reinvest in Additional Assets (including by means of an Investment in Additional Assets by a Restricted Subsidiary with
Net Available Cash received by the Company or another Restricted Subsidiary), provided, however, that the Net Available Cash (or any portion thereof) from Asset Sales from the Company to any Subsidiary must be reinvested in Additional
Assets of the Company. 
 (c) Any Net Available Cash from an Asset Sale not applied in accordance with the preceding
paragraph within 360 days from the date of the receipt of such Net Available Cash or that the Company earlier elects to so designate shall constitute “Excess Proceeds.” 

When the aggregate amount of Excess Proceeds not previously subject to a Prepayment Offer (as defined below) exceeds $100.0 million
(taking into account income earned on those Excess Proceeds, if any), the Company will be required to make an offer to purchase (the “Prepayment Offer”) the Notes, which 

  
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 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 
offer shall be in the amount of the Allocable Excess Proceeds, on a pro rata basis according to principal amount, at a purchase price equal to 100% of the principal amount thereof, plus accrued
and unpaid interest, if any, to the purchase date (subject to the right of Holders of record on the relevant record date to receive interest due on the relevant interest payment date), in accordance with the procedures (including prorating in the
event of oversubscription) set forth in this Indenture. To the extent that any portion of the amount of Net Available Cash remains after compliance with the preceding sentence and provided that all Holders of Notes have been given the opportunity to
tender their Notes for purchase in accordance with this Indenture, the Company or such Restricted Subsidiary may use the remaining amount for any purpose permitted by this Indenture and the amount of Excess Proceeds will be reset to zero. 

The term “Allocable Excess Proceeds” will mean the product of: 

(a) the Excess Proceeds, and 

(b) a fraction, 

(1) the numerator of which is the aggregate principal amount of the Notes outstanding on the date of the Prepayment Offer, and

 (2) the denominator of which is the sum of the aggregate principal amount of the Notes outstanding on the date of the
Prepayment Offer and the aggregate principal amount of other Debt of the Company outstanding on the date of the Prepayment Offer that is pari passu in right of payment with the Notes and subject to terms and conditions in respect of Asset
Sales similar in all material respects to the covenant described hereunder and requiring the Company to make an offer to purchase such Debt at substantially the same time as the Prepayment Offer. 

(d) (1) Not later than five Business Days after the Company is obligated to make a Prepayment Offer as described in the
preceding paragraph, the Company shall send a written notice, by first-class mail (or electronic transmission in the case of Notes held in book entry form), to the Holders of Notes, accompanied by information regarding the Company and its
Subsidiaries as the Company in good faith believes will enable the Holders to make an informed decision with respect to that Prepayment Offer. The notice shall state, among other things, the purchase price and the purchase date, which shall be,
subject to any contrary requirements of applicable law, a Business Day no earlier than 30 days nor later than 60 days from the date the notice is mailed. 

(2) Not later than the date upon which written notice of a Prepayment Offer is delivered to the Trustee as provided above, the
Company shall deliver to the Trustee an Officers’ Certificate as to (i) the amount of the Prepayment Offer (the “Offer Amount”), (ii) the allocation of the Net Available Cash from the Asset Sales pursuant to which such Prepayment
Offer is being made and (iii) the compliance of such allocation with the provisions of clause (c) of this section 4.07. On or before the purchase date, the Company shall also irrevocably deposit with the Trustee or with the Paying Agent
(or, if the Company or a Wholly Owned Subsidiary is the Paying Agent, shall segregate and hold in trust) in Temporary Cash Investments (other than in those enumerated in clause (b) of the definition of Temporary Cash Investments), maturing on
the last day prior to the purchase date or on the purchase date if funds are immediately available by open of business, an amount equal to the Offer Amount to be held for payment in accordance with the provisions of this Section. Upon the expiration
of the period for which the Prepayment Offer remains open (the “Offer Period”), the Company shall deliver to the Trustee for cancellation the Notes 

  
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 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 
or portions thereof that have been properly tendered to and are to be accepted by the Company. The Trustee or the Paying Agent shall, on the purchase date, mail or deliver payment to each
tendering Holder in the amount of the purchase price. In the event that the aggregate purchase price of the Notes delivered by the Company to the Trustee is less than the Offer Amount, the Trustee or the Paying Agent shall deliver the excess to the
Company immediately after the expiration of the Offer Period for application in accordance with this Section. 
 (3) Holders
electing to have a Note purchased shall be required to surrender the Note, with an appropriate form duly completed, to the Company or its agent at the address specified in the notice at least three Business Days prior to the purchase date. Holders
shall be entitled to withdraw their election if the Trustee or the Company receives not later than one Business Day prior to the purchase date, a telegram, telex, facsimile transmission or letter setting forth the name of the Holder, the principal
amount of the Note that was delivered for purchase by the Holder and a statement that such Holder is withdrawing its election to have such Note purchased. If at the expiration of the Offer Period the aggregate principal amount of Notes surrendered
by Holders exceeds the Offer Amount, the Company shall select the Notes to be purchased on a pro rata basis for all Notes, (with such adjustments as may be deemed appropriate by the Company so that only Notes in denominations of $2,000, or integral
multiples of $1,000 thereafter, shall be purchased). Holders whose Notes are purchased only in part shall be issued new Notes equal in principal amount to the unpurchased portion of the Notes surrendered. 

(4) At the time the Company delivers Notes to the Trustee that are to be accepted for purchase, the Company shall also deliver
an Officers’ Certificate stating that such Notes are to be accepted by the Company pursuant to and in accordance with the terms of this Section. A Note shall be deemed to have been accepted for purchase at the time the Trustee or the applicable
Paying Agent mails or delivers payment therefor to the surrendering Holder. 
 (e) The Company will comply, to the extent
applicable, with the requirements of Section 14(e) of the Exchange Act and any other securities laws or regulations in connection with the repurchase of Notes pursuant to this Section. To the extent that the provisions of any securities laws or
regulations conflict with provisions of this Section, the Company will comply with the applicable securities laws and regulations and will not be deemed to have breached its obligations under this Section by virtue thereof. 

SECTION 4.08. Limitation on Restrictions on Distributions from Restricted Subsidiaries. The Company shall not, and shall not
permit any Restricted Subsidiary to, directly or indirectly, create or otherwise cause or suffer to exist any consensual restriction on the right of any Restricted Subsidiary to: 

(a) pay dividends, in cash or otherwise, or make any other distributions on or in respect of its Capital Stock, or pay any Debt
or other obligation owed, to the Company or any other Restricted Subsidiary, 
 (b) make any loans or advances to the Company
or any other Restricted Subsidiary, or 
 (c) transfer any of its Property to the Company or any other Restricted Subsidiary.

 The foregoing limitations will not apply: 

  
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 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 (1) with respect to clauses (a), (b) and (c), to restrictions: 

(A) in effect on the Issue Date, 

(B) relating to Debt of a Restricted Subsidiary and existing at the time it became a Restricted Subsidiary if such restriction
was not created in connection with or in anticipation of the transaction or series of transactions pursuant to which that Restricted Subsidiary became a Restricted Subsidiary or was acquired by the Company, 

(C) that result from the Refinancing of Debt Incurred pursuant to an agreement referred to in clause (1)(A) or (B) above
or in clause (2)(A) or (B) below, provided that restriction is no less favorable to the Holders of Notes than those under the agreement evidencing the Debt so Refinanced, 

(D) resulting from the Incurrence of any Permitted Debt described in clause (b) of the second paragraph of
Section 4.04, provided that the restriction is no less favorable to the Holders of Notes than the restrictions of the same type contained in this Indenture, or 

(E) constituting Standard Securitization Undertakings relating solely to, and restricting only the rights of, a Receivables
Entity in connection with a Qualified Receivables Transaction, and 
 (2) with respect to clause (c) only, to
restrictions: 
 (A) relating to Debt that is permitted to be Incurred and secured without also securing the Notes pursuant
to Section 4.04 and Section 4.06 that limit the right of the debtor to dispose of the Property securing that Debt, 

(B) encumbering Property at the time the Property was acquired by the Company or any Restricted Subsidiary, so long as the
restriction relates solely to the Property so acquired and was not created in connection with or in anticipation of the acquisition, 

(C) resulting from customary provisions restricting subletting or assignment of leases or customary provisions in other
agreements (including, without limitation, intellectual property licenses entered into in the ordinary course of business) that restrict assignment of the agreements or rights thereunder, or 

(D) which are customary restrictions contained in asset sale agreements limiting the transfer of Property pending the closing
of the sale. 
 SECTION 4.09. Limitation on Transactions with Affiliates. The Company shall not, and shall not permit any
Restricted Subsidiary to, directly or indirectly, conduct any business or enter into or suffer to exist any transaction or series of transactions (including the purchase, sale, transfer, assignment, lease, conveyance or exchange of any Property or
the rendering of any service) with, or for the benefit of, any Affiliate of the Company (an “Affiliate Transaction”), unless: 

(a) the terms of such Affiliate Transaction are: 

  
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 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 (1) set forth in writing, and 

(2) no less favorable to the Company or that Restricted Subsidiary, as the case may be, than those that could be obtained in a
comparable arm’s-length transaction with a Person that is not an Affiliate of the Company, and 

(b) if the Affiliate Transaction involves aggregate payments or value in excess of $25.0 million, the Board of Directors
(including a majority of the disinterested members of the Board of Directors) approves the Affiliate Transaction and, in its good faith judgment, believes that the Affiliate Transaction complies with clauses (a)(1) and (2) of this paragraph as
evidenced by a Board Resolution promptly delivered to the Trustee. 
 Notwithstanding the foregoing limitation, the Company or any
Restricted Subsidiary may enter into or suffer to exist the following: 
 (a) any transaction or series of transactions
between the Company and one or more Restricted Subsidiaries or between two or more Restricted Subsidiaries in the ordinary course of business, provided that no more than 5% of the total voting power of the Voting Stock (on a fully diluted
basis) of any such Restricted Subsidiary is owned by an Affiliate of the Company (other than a Restricted Subsidiary); 
 (b)
any Restricted Payment permitted to be made pursuant to Section 4.05; 
 (c) the payment of compensation (including
amounts paid pursuant to employee benefit plans) for the personal services of officers, directors and employees of the Company or any of the Restricted Subsidiaries, so long as, in the case of executive officers and directors, the Board of Directors
in good faith shall have approved the terms thereof and deemed the services theretofore or thereafter to be performed for the compensation to be fair consideration therefor; 

(d) loans and advances to employees made in the ordinary course of business in compliance with applicable laws and consistent
with the past practices of the Company or that Restricted Subsidiary, as the case may be, provided that those loans and advances do not exceed $20.0 million in the aggregate at any one time outstanding; 

(e) any transaction effected as part of a Qualified Receivables Transaction or any transaction involving the transfer of
accounts receivable of the type specified in the definition of “Credit Facility” and permitted under clause (b) of the second paragraph of Section 4.04; 

(f) the Existing Policies or any transaction contemplated thereby; and 

(g) any sale of shares of Capital Stock (other than Disqualified Stock) of the Company. 

SECTION 4.10. Designation of Restricted and Unrestricted Subsidiaries. The Board of Directors may designate any Subsidiary of the
Company to be an Unrestricted Subsidiary if: 
 (a) the Subsidiary to be so designated does not own any Capital Stock or Debt
of, or own or hold any Lien on any Property of, the Company or any other Restricted Subsidiary, and 
 (b) any of the
following: 
 (1) the Subsidiary to be so designated has total assets of $1,000 or less, 

  
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 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 (2) if the Subsidiary has consolidated assets greater than $1,000, then the
designation would be permitted under Section 4.05, or 
 (3) the designation is effective immediately upon the entity
becoming a Subsidiary of the Company. 
 Unless so designated as an Unrestricted Subsidiary, any Person that becomes a Subsidiary of the Company will be
classified as a Restricted Subsidiary; provided, however, that the Subsidiary shall not be designated a Restricted Subsidiary and shall be automatically classified as an Unrestricted Subsidiary if either of the requirements set forth
in clauses (x) and (y) of the second immediately following paragraph will not be satisfied after giving pro forma effect to the classification or if the Person is a Subsidiary of an Unrestricted Subsidiary. 

Except as provided in the first sentence of the preceding paragraph, no Restricted Subsidiary may be redesignated as an Unrestricted
Subsidiary. In addition, neither the Company nor any Restricted Subsidiary shall at any time be directly or indirectly liable for any Debt that provides that the holder thereof may (with the passage of time or notice or both) declare a default
thereon or cause the payment thereof to be accelerated or payable prior to its Stated Maturity upon the occurrence of a default with respect to any Debt, Lien or other obligation of any Unrestricted Subsidiary in existence and classified as an
Unrestricted Subsidiary at the time the Company or the Restricted Subsidiary is liable for that Debt (including any right to take enforcement action against that Unrestricted Subsidiary). 

The Board of Directors may designate any Unrestricted Subsidiary to be a Restricted Subsidiary if, immediately after giving pro forma effect
to the designation, 
 (x) the Company could Incur at least $1.00 of additional Debt pursuant to clause (1) of the first
paragraph of Section 4.04, and 
 (y) no Default or Event of Default shall have occurred and be continuing or would
result therefrom. 
 Any designation or redesignation of this kind by the Board of Directors will be evidenced to the Trustee by filing with
the Trustee a Board Resolution giving effect to the designation or redesignation and an Officers’ Certificate that: 

(a) certifies that the designation or redesignation complies with the foregoing provisions, and 

(b) gives the effective date of the designation or redesignation, and the filing with the Trustee to occur within 45 days after
the end of the fiscal quarter of the Company in which the designation or redesignation is made (or, in the case of a designation or redesignation made during the last fiscal quarter of the Company’s fiscal year, within 90 days after the end of
that fiscal year). 
 SECTION 4.11. [Reserved]. 

SECTION 4.12. Change of Control. 

(a) Upon the occurrence of a Change of Control, unless the Company has exercised its right, if any, to redeem the Notes in
full, each Holder of Notes shall have the right to require the Company to repurchase all or any part of such Holder’s Notes pursuant to the offer described below (the “Change of Control Offer”) at a purchase price (the “Change of
Control Purchase Price”) equal to 101.0% of the principal amount thereof, plus accrued and unpaid interest, if any, to the purchase date (subject to the right of Holders of record on the relevant record date to receive interest due on the
relevant interest payment date). 

  
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 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 (b) Within 30 days following any Change of Control, the Company shall
(i) cause a notice of the Change of Control Offer to be sent at least once to the Dow Jones News Service or similar business news service in the United States and (ii) send, by first-class mail (or electronic transmission in the case of
Notes held in book entry form), with a copy to the Trustee, to each Holder of Notes, at such Holder’s address appearing in the Note Register, a notice stating: (A) that a Change of Control Offer is being made pursuant to this
Section 4.12 and that all Notes timely tendered will be accepted for payment; (B) the Change of Control Purchase Price and the purchase date, which shall be, subject to any contrary requirements of applicable law, a Business Day no earlier
than 30 days nor later than 60 days from the date such notice is mailed (the “Change of Control Payment Date”); (C) the circumstances and relevant facts regarding the Change of Control (including information with respect to pro forma
historical income, cash flow and capitalization after giving effect to the Change of Control); and (D) the procedures that Holders of Notes must follow in order to tender their Notes (or portions thereof) for payment and the procedures that
Holders of Notes must follow in order to withdraw an election to tender Notes (or portions thereof) for payment. 
 (c)
Holders electing to have a Note purchased shall be required to surrender the Note, (for Notes held in book entry form, in accordance with DTC’s applicable procedures) with an appropriate form duly completed, to the Company or its agent at the
address specified in the notice at least three Business Days prior to the Change of Control Payment Date. Holders shall be entitled to withdraw their election if the Trustee or the Company receives not later than one Business Day prior to the Change
of Control Payment Date, a facsimile transmission or letter setting forth the name of the Holder, the principal amount of the Note that was delivered for purchase by the Holder and a statement that such Holder is withdrawing its election to have
such Note purchased (for Notes held in book entry form, in accordance with DTC’s applicable procedures). 
 (d) Prior to
the Change of Control Payment Date, the Company shall irrevocably deposit with either the Trustee or with the Paying Agent (or, if the Company or any of its Wholly Owned Subsidiaries is acting as the Paying Agent, segregate and hold in trust) in
cash an amount equal to the Change of Control Purchase Price payable to the Holders entitled thereto, to be held for payment in accordance with the provisions of this Section. On the Change of Control Payment Date, the Company shall deliver to the
Trustee the Notes or portions thereof that have been properly tendered to and are to be accepted by the Company for payment. The Trustee or the Paying Agent shall, on the Change of Control Payment Date, mail or deliver payment to each tendering
Holder of the Change of Control Purchase Price. In the event that the aggregate Change of Control Purchase Price is less than the amount delivered by the Company to the Trustee or the Paying Agent, the Trustee or the Paying Agent, as the case may
be, shall deliver the excess to the Company immediately after the Change of Control Payment Date. 
 (e) The Company will not
be required to make a Change of Control Offer following a Change of Control if a third party makes the Change of Control Offer in the manner, at the times and otherwise in compliance with the requirements set forth in this Indenture applicable to a
Change of Control Offer made by the Company and purchases all Notes validly tendered and not withdrawn under such Change of Control Offer. 

  
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 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 (f) The Company will comply, to the extent applicable, with the requirements
of Section 14(e) of the Exchange Act and any other securities laws or regulations in connection with the purchase of Notes pursuant to this Section. To the extent that the provisions of any securities laws or regulations conflict with the
provisions of this Section, the Company will comply with the applicable securities laws and regulations and will not be deemed to have breached its obligations under this Section by virtue thereof. 

SECTION 4.13. Further Instruments and Acts. Upon request of the Trustee, the Company shall execute and deliver such further
instruments and do such further acts as may be reasonably necessary or proper to carry out more effectively the purpose of this Indenture. 

SECTION 4.14. Future Subsidiary Guarantors. The Company may, at any time after the Issue Date, cause one or more of its Restricted
Subsidiaries to Guarantee the Notes. Upon any Guarantee of the Notes by a Future Guarantor, such Future Guarantor will execute and deliver to the Trustee a supplemental indenture pursuant to which such Future Guarantor shall Guarantee payment of the
Notes. 
 ARTICLE V 

Successor Company 

SECTION 5.01. When Company May Merge or Transfer Assets. The Company shall not merge, consolidate or amalgamate with or into
(other than a merger of a Wholly Owned Restricted Subsidiary into the Company), or sell, transfer, assign, lease, convey or otherwise dispose of all or substantially all its Property in any one transaction or series of transactions to, any Person
unless: 
 (a) the Company shall be the surviving Person (the “Surviving Person”) or the Surviving Person (if other
than the Company) formed by that merger, consolidation or amalgamation or to which that sale, transfer, assignment, lease, conveyance or disposition is made shall be a corporation organized and existing under the laws of the United States of
America, any State thereof or the District of Columbia; 
 (b) the Surviving Person (if other than the Company) expressly
assumes, by supplemental indenture in form satisfactory to the Trustee, executed and delivered to the Trustee by that Surviving Person, the due and punctual payment of the principal of, and premium, if any, and interest on, all the Notes, according
to their tenor, and the due and punctual performance and observance of all the covenants and conditions of this Indenture to be performed by the Company; 

(c) immediately after giving effect to such transaction or series of transactions on a pro forma basis, no Default or Event of
Default shall have occurred and be continuing; 
 (d) immediately after giving effect to that transaction or series of
transactions on a pro forma basis, the Company or the Surviving Person, as the case may be, (i) would be able to Incur at least $1.00 of additional Debt under clause (1) of the first paragraph of Section 4.04, or (ii) the
Consolidated Fixed Charges Coverage Ratio would be greater than such ratio immediately prior to such transaction, provided, however, that this clause (d) shall not be applicable to the Company merging, consolidating or
amalgamating with or into an Affiliate incorporated solely for the purpose of reincorporating the Company in another State of the United States so long as the amount of Debt of the Company and the Restricted Subsidiaries is not increased thereby;
and 
 (e) the Company shall deliver, or cause to be delivered, to the Trustee, in form and substance reasonably satisfactory
to the Trustee, an Officers’ Certificate and an Opinion of Counsel, each stating that the transaction and the supplemental indenture, if any, in respect thereto comply with this Section and that all conditions precedent herein provided for
relating to the transaction and the execution and delivery of a supplemental indenture, as applicable, have been satisfied. 

  
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 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 The Surviving Person shall succeed to, and be substituted for, and may exercise every right
and power of the Company under this Indenture, but the predecessor Company in the case of: 
 (a) a sale, transfer,
assignment, conveyance or other disposition (unless that sale, transfer, assignment, conveyance or other disposition is of all the assets of the Company as an entirety or virtually as an entirety), or 

(b) a lease, shall not be released from any obligation to pay the principal of, premium, if any, and interest on, the Notes.

 ARTICLE VI 
 Defaults and
Remedies 
 SECTION 6.01. Events of Default. The following events shall be “Events of Default”: 

(1) the Company defaults in any payment of interest on any Note when the same becomes due and payable, and such default
continues for a period of 30 days; 
 (2) the Company defaults in the payment of the principal of, or premium, if any, on any
Note when the same becomes due and payable at its Stated Maturity, upon acceleration, redemption, optional redemption, required repurchase or otherwise; 

(3) the Company fails to comply with Article V; 

(4) the Company fails to comply with any other covenant or agreement in the Notes or in this Indenture (other than a failure
that is the subject of the foregoing clause (1), (2) or (3)) and such failure continues for 30 days after written notice is given to the Company as specified below; 

(5) a default under any Debt by the Company or any Restricted Subsidiary that results in acceleration of the maturity of that
Debt, or failure to pay any Debt at maturity, in an aggregate amount greater than $50.0 million or its foreign currency equivalent at the time; 

(6) the Company or any Significant Subsidiary pursuant to or within the meaning of any Bankruptcy Law: 

(A) commences a voluntary case; 

(B) consents to the entry of an order for relief against it in an involuntary case; 

(C) consents to the appointment of a Custodian of it or for any substantial part of its property; or 

(D) makes a general assignment for the benefit of its creditors; 

or takes any comparable action under any foreign laws relating to insolvency; 

  
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 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 (7) a court of competent jurisdiction enters an order or decree under any
Bankruptcy Law that: 
 (A) is for relief against the Company or any Significant Subsidiary in an involuntary case; 

(B) appoints a Custodian of the Company or any Significant Subsidiary or for any substantial part of its property; 

(C) orders the winding up or liquidation of the Company or any Significant Subsidiary; or 

(D) grants any similar relief under any foreign laws; and in each such case the order or decree remains unstayed and in effect
for 30 days; or 
 (8) any judgment or judgments for the payment of money in an aggregate amount in excess of
$50.0 million (or its foreign currency equivalent at the time) that shall be rendered against the Company or any Restricted Subsidiary and that shall not be waived, satisfied or discharged for any period of 30 consecutive days during which a
stay of enforcement shall not be in effect. 
 The foregoing will constitute Events of Default whatever the reason for any such Event of
Default and whether it is voluntary or involuntary or is effected by operation of law or pursuant to any judgment, decree or order of any court or any order, rule or regulation of any administrative or governmental body. 

The term “Bankruptcy Law” means Title 11, United States Code, or any similar Federal or state law for the relief of debtors. The
term “Custodian” means any receiver, trustee, assignee, liquidator, custodian or similar official under any Bankruptcy Law. 
 A
Default under clause (4) is not an Event of Default until the Trustee or the Holders of at least 25% in aggregate principal amount of the Notes then outstanding notify the Company (and in the case of such notice by Holders, the Trustee) of the
Default and the Company does not cure that Default within the time specified after receipt of such notice. The notice must specify the Default, demand that it be remedied and state that such notice is a “Notice of Default”. 

The Company shall deliver to the Trustee, within 30 days after the occurrence thereof, written notice in the form of an Officers’
Certificate of any Event of Default and any event that with the giving of notice or the lapse of time would become an Event of Default, its status and what action the Company is taking or proposes to take with respect thereto. 

SECTION 6.02. Acceleration. If an Event of Default with respect to the Notes (other than an Event of Default specified in
Section 6.01(6) or (7) with respect to the Company) shall have occurred and be continuing, the Trustee or the registered Holders of not less than 25% in aggregate principal amount of Notes then outstanding may, by notice to the Company and
the Trustee, declare to be immediately due and payable the principal amount of all the applicable Notes then outstanding, plus accrued but unpaid interest to the date of acceleration. Upon such a declaration, such principal and interest shall be due
and payable immediately. If an Event of Default specified in Section 6.01(6) or (7) with respect to the Company occurs, the principal of and accrued and unpaid interest on all the Notes shall be due and payable immediately without any
declaration or other act by the Trustee or the Holder of the Notes. After any such acceleration but before a judgment or decree based on acceleration is obtained by the Trustee, the Holders of a majority in aggregate principal amount of the
outstanding Notes by notice to the Trustee and the Company may rescind any declaration of acceleration if the rescission would not conflict with any judgment or decree and if all existing Events of Default have been cured or waived except nonpayment
of principal, premium, or interest that has become due solely because of the acceleration. No such rescission shall affect any subsequent Default or impair any right consequent thereto. 

  
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 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 SECTION 6.03. Other Remedies. If an Event of Default occurs and is continuing,
the Trustee may pursue any available remedy to collect the payment of principal of, or premium, if any, or interest on, the Notes or to enforce the performance of any provision of the Notes or this Indenture. 

The Trustee may maintain a proceeding even if it does not possess any of the Notes or does not produce any of them in the proceeding. A delay
or omission by the Trustee or any Noteholder in exercising any right or remedy accruing upon an Event of Default shall not impair the right or remedy or constitute a waiver of or acquiescence in the Event of Default. No remedy is exclusive of any
other remedy. All available remedies are cumulative. 
 SECTION 6.04. Waiver of Past Defaults. The Holders of a majority in
aggregate principal amount of the Notes then outstanding by notice to the Trustee may waive an existing Default and its consequences except (i) a Default in the payment of the principal of or interest on a Note or (ii) a Default in respect
of a provision that under Section 9.02 cannot be amended without the consent of each Noteholder affected. When a Default is waived, it is deemed cured, but no such waiver shall extend to any subsequent or other Default or impair any consequent
right. 
 SECTION 6.05. Control by Majority. The Holders of a majority in aggregate principal amount of the Notes then
outstanding may direct the time, method and place of conducting any proceeding for any remedy available to the Trustee or of exercising any trust or power conferred on the Trustee with respect to the Notes. However, the Trustee may refuse to follow
any direction that conflicts with law or this Indenture or that the Trustee determines is unduly prejudicial to the rights of other Noteholders or would involve the Trustee in personal liability; provided, however, that the Trustee may
take any other action deemed proper by the Trustee that is not inconsistent with such direction. Subject to Section 7.01, in case an Event of Default shall occur and be continuing, the Trustee shall be under no obligation to exercise any of its
rights or powers hereunder at the request or direction of any of the Holders, unless the Holders shall have offered to the Trustee indemnity reasonably satisfactory to it against loss, liability or expense. 

SECTION 6.06. Limitation on Suits. A Noteholder may not pursue any remedy with respect to this Indenture or the Notes unless: 

(1) such Holder shall have previously given to the Trustee written notice of a continuing Event of Default; 

(2) the Holders of at least 25% in aggregate principal amount of the Notes then outstanding shall have made a written request,
and such Holder or Holders shall have offered security or indemnity, to the Trustee reasonably satisfactory to it against loss, liability or expense to pursue such proceeding as trustee; and 

(3) the Trustee has failed to institute such proceeding and has not received from the Holders of at least a majority in
aggregate principal amount of the Notes outstanding a direction inconsistent with such request, within 60 days after such notice, request and offer. 

The foregoing limitations on the pursuit of remedies by a Noteholder shall not apply to a suit instituted by a Holder of Notes for the
enforcement of payment of the principal of, premium, if any, or interest on such Note on or after the applicable due date specified in such Note. A Noteholder may not use this Indenture to prejudice the rights of another Noteholder or to obtain a
preference or priority over another Noteholder (it being understood that the Trustee does not have an affirmative duty to ascertain whether or not such actions or forbearances are unduly prejudicial to such Holders). 

  
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 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 SECTION 6.07. Rights of Holders to Receive Payment. Notwithstanding any other
provision of this Indenture, the right of any Holder to receive payment of principal of and interest on the Notes held by such Holder, on or after the respective due dates expressed in the Notes, or to bring suit for the enforcement of any such
payment on or after such respective dates, shall not be impaired or affected without the consent of such Holder. 
 SECTION 6.08.
Collection Suit by Trustee. If an Event of Default specified in Section 6.01(1) or (2) occurs and is continuing, the Trustee may recover judgment in its own name and as trustee of an express trust against the Company for the whole
amount then due and owing (together with interest on any unpaid interest to the extent lawful) and the amounts provided for in this Indenture. 

SECTION 6.09. Trustee May File Proofs of Claim. The Trustee may file such proofs of claim and other papers or documents as may be
necessary or advisable in order to have the claims of the Trustee and the Noteholders allowed in any judicial proceedings relative to the Company, its creditors or its property and, unless prohibited by law or applicable regulations, may vote on
behalf of the Holders in any election of a trustee in bankruptcy or other Person performing similar functions, and any Custodian in any such judicial proceeding is hereby authorized by each Holder to make payments to the Trustee and, in the event
that the Trustee shall consent to the making of such payments directly to the Holders, to pay to the Trustee any amount due it for such compensation as agreed upon in writing by the parties hereto, expenses, disbursements and advances of the
Trustee, its agents and its counsel, and any other amounts due the Trustee under this Indenture, or in connection with the transactions contemplated hereunder. To the extent that the payment of any such compensation, expenses, disbursements and
advances of the Trustee, its agents and counsel, and any other amounts due the Trustee under the Indenture out of the estate, in any such proceeding, shall be denied for any reason, payment of the same shall be secured by a Lien on, and shall be
paid out of, any and all distributions, dividends, money, securities and other properties that the holders may be entitled to receive in such proceeding whether in liquidation or under any plan of reorganization or arrangement or otherwise. 

SECTION 6.10. Priorities. If the Trustee collects any money or property pursuant to this Article 6, it shall pay out the money or
property in the following order: 
 FIRST: to the Trustee, including its agents and counsel, for amounts due under this
Indenture; 
 SECOND: to Noteholders for amounts due and unpaid on the Notes for principal and interest, ratably, without
preference or priority of any kind, according to the amounts due and payable on the Notes for principal and interest, respectively; and 

THIRD: to the Company. 

The Trustee may fix a record date and payment date for any payment to Noteholders pursuant to this Section. At least 15 days before such
record date, the Company shall mail to each Noteholder and the Trustee a notice that states the record date, the payment date and amount to be paid. 

SECTION 6.11. Undertaking for Costs. In any suit for the enforcement of any right or remedy under this Indenture or in any suit
against the Trustee for any action taken or omitted by it as Trustee, a court in its discretion may require the filing by any party litigant in the suit of an undertaking to pay the costs of the suit, and the court in its discretion may assess
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attorneys’ fees and expenses, against any party litigant in the suit, having due regard to the merits and good faith of the claims or defenses made by the party litigant. This Section does
not apply to a suit by the Trustee, a suit by a Holder pursuant to Section 6.07 or a suit by Holders of more than 10% in aggregate principal amount of the Notes. 

SECTION 6.12. Waiver of Stay or Extension Laws. The Company (to the extent it may lawfully do so) shall not at any time insist
upon, or plead, or in any manner whatsoever claim or take the benefit or advantage of, any stay or extension law wherever enacted, now or at any time hereafter in force, that may affect the covenants or the performance of this Indenture; and the
Company (to the extent that it may lawfully do so) hereby expressly waives all benefit or advantage of any such law, and shall not hinder, delay or impede the execution of any power herein granted to the Trustee, but shall suffer and permit the
execution of every such power as though no such law had been enacted. 
 ARTICLE VII 

Trustee 

SECTION 7.01. Duties of Trustee. 

(a) If an Event of Default has occurred and is continuing, the Trustee shall exercise the rights and powers vested in it by
this Indenture and use the same degree of care and skill in its exercise as a prudent Person would exercise or use under the circumstances in the conduct of such Person’s own affairs. 

(b) Except during the continuance of an Event of Default: 

(1) the Trustee undertakes to perform such duties and only such duties as are specifically set forth in this Indenture and no
implied duties, covenants or obligations shall be read into this Indenture against the Trustee; and 
 (2) in the absence of
willful misconduct on its part, the Trustee may conclusively rely, as to the truth of the statements and the correctness of the opinions expressed therein, upon certificates or opinions furnished to the Trustee and conforming to the requirements of
this Indenture. However, the Trustee shall examine the certificates and opinions to determine whether or not they conform to the requirements of this Indenture but need not confirm or investigate the accuracy of any mathematical calculations or
other facts stated therein. 
 (c) The Trustee may not be relieved from liability for its own negligent action, its own
negligent failure to act or its own willful misconduct, except that: 
 (1) this paragraph does not limit the effect of
paragraph (b) of this Section; 
 (2) the Trustee shall not be liable for any error of judgment made in good faith by a
Trust Officer unless it is proved that the Trustee was negligent in ascertaining the pertinent facts; and 
 (3) the Trustee
shall not be liable with respect to any action it takes or omits to take in good faith in accordance with a direction received by it pursuant to the terms of this Indenture. 

  
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 (d) Every provision of this Indenture that in any way relates to the Trustee
is subject to paragraphs (a), (b) and (c) of this Section. 
 (e) The Trustee shall not be liable for interest on any
money received by it except as the Trustee may agree in writing with the Company. 
 (f) Money held in trust by the Trustee
need not be segregated from other funds except to the extent required by law. 
 (g) No provision of this Indenture shall
require the Trustee to expend or risk its own funds or otherwise incur financial liability in the performance of any of its duties hereunder or in the exercise of any of its rights or powers. 

(h) Every provision of this Indenture relating to the conduct or affecting the liability of or affording protection to the
Trustee shall be subject to the provisions of this Section and to the provisions of the TIA and the provisions of this Article VII shall apply to the Trustee in its role as Registrar, Paying Agent and Note Custodian. 

SECTION 7.02. Rights of Trustee. 

(a) The Trustee may conclusively rely on any document (whether in its original or facsimile form) believed by it to be genuine
and to have been signed or presented by the proper person. The Trustee need not investigate any fact or matter stated in the document. The Trustee may, however, in its discretion make such further inquiry or investigation into such facts or matters
as it may see fit and, if the Trustee shall determine to make such further inquiry or investigation, it shall be entitled to examine the books, records and premises of the Company, personally or by agent or attorney at the expense of the Company and
shall incur no liability or additional liability of any kind by reason of such inquiry or investigation. 
 (b) Before the
Trustee acts or refrains from acting, it shall be entitled to receive an Officers’ Certificate and an Opinion of Counsel. The Trustee shall not be liable for any action it takes or omits to take in good faith in reliance on such Officers’
Certificate or Opinion of Counsel. 
 (c) The Trustee may act through agents and shall not be responsible for the misconduct
or negligence of any agent appointed with due care. 
 (d) The Trustee shall not be liable for any action it takes or omits
to take in good faith that it believes to be authorized or within its rights or powers; provided, however, that the Trustee’s conduct does not constitute willful misconduct or negligence. 

(e) The Trustee may consult with counsel of its selection, and the advice or opinion of counsel with respect to legal matters
relating to this Indenture and the Notes shall be full and complete authorization and protection from liability in respect to any action taken, omitted or suffered by it hereunder in good faith and in accordance with the advice or opinion of such
counsel. 
 (f) The permissive rights of the Trustee to do things enumerated in this Indenture shall not be construed as a
duty unless so specified herein. 
 (g) The Trustee shall be under no obligation to exercise any of the rights or powers
vested in it by this Indenture at the request or direction of any of the Holders pursuant to this Indenture, unless such Holders shall have offered to the Trustee security or indemnity reasonably satisfactory to the Trustee against the costs,
expenses and liabilities which might be incurred by the Trustee in compliance with such request or direction. 

  
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 (h) The Trustee may employ or retain accountants, appraisers or other experts
or advisers as it may reasonably require for the purpose of determining and discharging its rights and duties hereunder and shall not be responsible for any misconduct on the part of any of them. 

(i) In no event shall the Trustee be responsible or liable for special, indirect, punitive or consequential loss or damage of
any kind whatsoever (including, but not limited to, loss of profit) irrespective of whether the Trustee has been advised of the likelihood of such loss or damage and regardless of the form of action. 

(j) The Trustee shall not be deemed to have notice of any Default or Event of Default unless (i) a Trust Officer has
actual knowledge thereof or (ii) unless written notice of any event which is in fact such a default is received by the Trustee from the Company or any Holder of at least 25% in aggregate principal amount of the Notes (in accordance with the
notice provisions of this Indenture) and such notice references the Notes and this Indenture. 
 (k) The rights, privileges,
protections, immunities and benefits given to the Trustee, including, without limitation, its right to be indemnified, are extended to, and shall be enforceable by, the Trustee in each of its capacities hereunder, and each agent, custodian and other
Person employed to act hereunder. 
 (l) The Trustee shall not be required to give any bond or surety in respect of the
performance of its powers and duties hereunder. 
 (m) The Trustee may request that the Company deliver a certificate setting
forth the names of individuals and/or titles of officers authorized at such time to take specified actions pursuant to this Indenture. 

(n) Under no circumstances shall the Trustee be liable in its individual capacity for the obligations evidenced by the Notes.

 The provisions of this Section 7.02 shall survive satisfaction and discharge or the termination, for any reason, of this Indenture
and the resignation and/or removal of the Trustee. 
 SECTION 7.03. Individual Rights of Trustee. The Trustee in its individual
or any other capacity may become the owner or pledgee of Notes and may otherwise deal with the Company or its Affiliates with the same rights it would have if it were not Trustee. Any Paying Agent, Registrar or
co-registrar may do the same with like rights. However, the Trustee must comply with Sections 7.10 and 7.11. 

SECTION 7.04. Trustee’s Disclaimer. The Trustee shall not be responsible for and makes no representation as to
the validity, priority or adequacy of this Indenture or the Notes, it shall not be accountable for the Company’s use of the proceeds from the Notes, and it shall not be responsible for any statement of the Company in this Indenture or in any
other document other than the certificate of authentication executed by the Trustee. 
 SECTION 7.05. Notice of Defaults. If a
Default or Event of Default occurs and is continuing and if it is known to the Trustee, the Trustee shall mail to each Noteholder notice of the Default or Event of Default within 90 days after it is known to a Trust Officer or written notice of it
is received by the Trustee. Except in the case of a Default or Event of Default in payment of principal of or interest on any Note, the Trustee may withhold the notice if and so long as the Trustee in good faith determines that withholding the
notice is in the interests of Noteholders. 

  
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 SECTION 7.06. Reports by Trustee to Holders. As promptly as practicable after
each December 31 beginning with December 31, 2015, and in any event prior to February 28 in each year, the Trustee shall mail to each Noteholder a brief report dated as of December 31 each year that complies with TIA §
313(a), if and to the extent required by such subsection. The Trustee shall also comply with TIA § 313(b). 
 A copy of each report at
the time of its mailing to Noteholders shall be filed with the SEC and each stock exchange (if any) on which the Notes are listed. The Company agrees to notify promptly the Trustee whenever the Notes become listed on any stock exchange and of any
delisting thereof. 
 SECTION 7.07. Compensation and Indemnity. The Company shall pay to the Trustee from time to time such
compensation for its services as agreed upon in writing by the parties hereto. The Trustee’s compensation shall not be limited by any law on compensation of a trustee of an express trust. The Company shall reimburse the Trustee upon request for
all reasonable out-of-pocket expenses incurred or made by it, including costs of collection, in addition to the compensation for its services. Such expenses shall
include the reasonable compensation and expenses, disbursements and advances of the Trustee’s agents, counsel, accountants and experts. The Company shall indemnify, defend, protect and hold the Trustee harmless from and against any and all
loss, liability, damages, cost or expense (including reasonable attorneys’ fees) incurred by it in connection with the performance of its duties hereunder and/or the transactions contemplated under this Indenture and the Trustee shall have no
liability or responsibility for any action or inaction on the part of any Paying Agent, Registrar, Authentication Agent or any successor trustee. The Trustee shall notify the Company promptly of any claim for which it may seek indemnity. Failure by
the Trustee to so notify the Company shall not relieve the Company of its obligations hereunder except to the extent that the Company shall have been actually prejudiced as a result of such failure. The Company shall defend the claim and the Trustee
may have separate counsel and the Company shall pay the fees and expenses of such counsel. The Company need not reimburse any expense or indemnify against any loss, liability or expense incurred by the Trustee through the Trustee’s own willful
misconduct or negligence. The Company need not pay for any settlement made by the Trustee without the Company’s consent, such consent not to be unreasonably withheld. All indemnifications and releases from liability granted hereunder to the
Trustee shall extend to its officers, directors, employees, agents, successors and assigns. 
 To secure the Company’s payment
obligations in this Section, the Trustee shall have a lien prior to the Notes on all money or property held or collected by the Trustee other than money or property held in trust to pay principal of and interest on particular Notes. 

The Company’s payment obligations pursuant to this Section shall survive the resignation or removal of the Trustee and the discharge of
this Indenture. When the Trustee incurs expenses after the occurrence of a Default specified in Section 6.01(6) or (7) with respect to the Company, the expenses are intended to constitute expenses of administration under the Bankruptcy
Law. 
 SECTION 7.08. Replacement of Trustee. The Trustee may resign at any time by so notifying the Company. The Holders of a
majority in aggregate principal amount of the Notes then outstanding may remove the Trustee by so notifying the Trustee and may appoint a successor Trustee. No resignation or removal shall be effective until a successor Trustee has been appointed
and has accepted its appointment. The Company shall remove the Trustee if: 
 (1) the Trustee fails to comply with
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 (2) the Trustee is adjudged bankrupt or insolvent; 

(3) (3) a receiver or other public officer takes charge of the Trustee or its property; or 

(4) the Trustee otherwise becomes incapable of acting. 

If the Trustee resigns, is removed by the Company or by the Holders of a majority in aggregate principal amount of the Notes then outstanding
and such Holders do not reasonably promptly appoint a successor Trustee, or if a vacancy exists in the office of Trustee for any reason (the Trustee in such event being referred to herein as the retiring Trustee), the Company shall promptly appoint
a successor Trustee. 
 A successor Trustee shall deliver a written acceptance of its appointment to the retiring Trustee and to the
Company. Thereupon the resignation or removal of the retiring Trustee shall become effective, and the successor Trustee shall have all the rights, powers and duties of the Trustee under this Indenture. The successor Trustee shall mail a notice of
its succession to Noteholders. The retiring Trustee shall promptly transfer all property held by it as Trustee to the successor Trustee, subject to the lien provided for in Section 7.07. 

If a successor Trustee does not take office within 60 days after the retiring Trustee resigns or is removed, the retiring Trustee, at the
expense of the Company, or the Holders of 10% in aggregate principal amount of the Notes then outstanding may petition any court of competent jurisdiction for the appointment of a successor Trustee. 

If the Trustee fails to comply with Section 7.10, any Noteholder who has been a bona fide Holder of a Note for at least six months may
petition any court of competent jurisdiction for the removal of the Trustee and the appointment of a successor Trustee. 
 Notwithstanding
the replacement or resignation of the Trustee pursuant to this Section, the Company’s obligations under Section 7.07 shall continue for the benefit of the Trustee and survive the termination of this Indenture. 

SECTION 7.09. Successor Trustee by Merger. If the Trustee consolidates with, merges or converts into, or transfers all or
substantially all its corporate trust business or assets to, another corporation or banking association, the resulting, surviving or transferee corporation or banking association without any further act shall be the successor Trustee. 

In case at the time such successor or successors by merger, conversion or consolidation to the Trustee shall succeed to the trusts created by
this Indenture any of the Notes shall have been authenticated but not delivered, any such successor to the Trustee may adopt the certificate of authentication of any predecessor trustee, and deliver such Notes so authenticated; and in case at that
time any of the Notes shall not have been authenticated, any such successor to the Trustee may authenticate such Notes either in the name of any predecessor hereunder or in the name of the successor to the Trustee; and in all such cases such
certificates shall have the full force which it is anywhere in the Notes or in this Indenture provided that the certificate of the Trustee shall have. 

SECTION 7.10. Eligibility; Disqualification. The Trustee shall at all times satisfy the requirements of TIA § 310(a). The
Trustee shall have (or, in the case of a corporation included in a bank holding company system, the related bank holding company shall have) a combined capital and surplus of at least $50,000,000 as set forth in its (or its related bank holding
company’s) most recent published annual report of condition. The Trustee shall comply with TIA § 310(b), subject to the penultimate paragraph thereof; provided, however, that there shall be excluded from the operation of TIA
§ 310(b)(1) any indenture or indentures under which other securities or certificates of interest or participation in other securities of the Company are outstanding if the requirements for such exclusion set forth in TIA § 310(b)(1) are
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 SECTION 7.11. Preferential Collection of Claims Against Company. The Trustee
shall comply with TIA § 311(a), excluding any creditor relationship listed in TIA § 311(b). A Trustee who has resigned or been removed shall be subject to TIA § 311(a) to the extent indicated. 

ARTICLE VIII 
 Discharge of
Indenture; Defeasance 
 SECTION 8.01. Discharge of Liability on Notes; Defeasance. 

(a) When (i) the Company delivers to the Trustee all outstanding Notes (other than Notes replaced pursuant to
Section 2.07) for cancellation or (ii) all outstanding Notes have become due and payable, whether at maturity or as a result of the mailing of a notice of redemption pursuant to Article III and the Company irrevocably deposits with the
Trustee funds sufficient to pay at maturity or upon redemption all outstanding Notes, including interest thereon to maturity or such redemption date (other than Notes replaced pursuant to Section 2.07), and if in either case the Company pays
all other sums payable hereunder by the Company, then this Indenture shall, subject to Section 8.01(c), cease to be of further effect. The Trustee shall acknowledge satisfaction and discharge of this Indenture on written demand of the Company
accompanied by an Officers’ Certificate and an Opinion of Counsel, each stating that all conditions to the satisfaction and discharge have been complied with, and at the cost and expense of the Company. 

(b) Subject to Sections 8.01(c) and 8.02, the Company at any time may terminate (i) all of its obligations under the Notes
and this Indenture (“legal defeasance option”) or (ii) its obligations under Sections 4.04, 4.05, 4.06, 4.07, 4.08, 4.09, 4.10 and 4.12 and the operation of Sections 6.01(5), 6.01(6), 6.01(7) and 6.01(8) (but, in the case of Sections
6.01(6) and (7), with respect only to Significant Subsidiaries) and the limitations contained in clause (d) of Section 5.01 (“covenant defeasance option”). The Company may exercise its legal defeasance option notwithstanding its
prior exercise of its covenant defeasance option. 
 If the Company exercises its legal defeasance option, payment of the Notes may not be
accelerated because of an Event of Default. If the Company exercises its covenant defeasance option, payment of the Notes may not be accelerated because of an Event of Default specified in Sections 6.01(4) (with respect to the covenants of Article
IV identified in the immediately preceding paragraph), 6.01(5), 6.01(6), 6.01(7) or 6.01(8) (with respect only to Significant Subsidiaries in the case of Sections 6.01(6) and 6.01(7)) or because of the failure of the Company to comply with the
limitations contained in clause (d) of Section 5.01. 
 Upon satisfaction of the conditions set forth herein and upon request of
the Company, accompanied by an Officers’ Certificate and an Opinion of Counsel, each stating that all conditions precedent specified herein relating to the defeasance contemplated have been complied with, the Trustee shall acknowledge in
writing the discharge of those obligations that the Company terminates. 
 (c) Notwithstanding clauses (a) and (b)
above, the Company’s obligations in Sections 2.04, 2.05, 2.06, 2.07, 7.07, 7.08, 8.05 and 8.06 shall survive until the Notes have been paid in full. Thereafter, the Company’s obligations in Sections 7.07 and 8.05 shall survive such
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 SECTION 8.02. Conditions to Defeasance. The Company may exercise its legal
defeasance option or its covenant defeasance option only if: 
 (1) the Company irrevocably deposits in trust with the
Trustee money in U.S. Dollars or U.S. Dollar denominated Government Obligations for the payment of principal of and interest (including premium, if any) on the Notes to maturity or redemption; 

(2) the Company delivers to the Trustee a certificate from a nationally recognized accounting firm expressing their opinion
that the payments of principal and interest when due and without reinvestment on the deposited Government Obligations plus any deposited money without investment will provide cash at such times and in such amounts as will be sufficient to pay
principal and interest (including premium, if any) when due on all the Notes to maturity or redemption, as the case may be; 

(3) 123 days pass after the deposit is made and during the 123-day period no Default
specified in Section 6.01(6) or (7) occurs with respect to the Company or any other Person making the deposit that is continuing at the end of the period; 

(4) no Default or Event of Default has occurred and is continuing on the date of the deposit and after giving effect thereto;

 (5) the deposit does not constitute a default under any other agreement or instrument binding on the Company; 

(6) the Company delivers to the Trustee an Opinion of Counsel to the effect that the trust resulting from the deposit does not
constitute, or is qualified as, a regulated investment company under the Investment Company Act of 1940; 
 (7) in the case
of the legal defeasance option, the Company shall have delivered to the Trustee an Opinion of Counsel stating that (i) the Company has received from, or there has been published by, the Internal Revenue Service a ruling, or (ii) since the
date of this Indenture there has been a change in the applicable Federal income tax law, in either case to the effect that, and based thereon such Opinion of Counsel shall confirm that, the Noteholders will not recognize income, gain or loss for
Federal income tax purposes as a result of such defeasance and will be subject to Federal income tax on the same amounts, in the same manner and at the same times as would have been the case if such defeasance had not occurred; 

(8) in the case of the covenant defeasance option, the Company shall have delivered to the Trustee an Opinion of Counsel to the
effect that the Noteholders will not recognize income, gain or loss for Federal income tax purposes as a result of such covenant defeasance and will be subject to Federal income tax on the same amounts, in the same manner and at the same times as
would have been the case if such covenant defeasance had not occurred; and 
 (9) the Company delivers to the Trustee an
Officers’ Certificate and an Opinion of Counsel, each stating that all conditions precedent to the defeasance and discharge of the Notes as contemplated by this Article VIII have been complied with. 

Before or after a deposit, the Company may make arrangements satisfactory to the Trustee for the redemption of Notes at a future date in
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 SECTION 8.03. Application of Trust Money. The Trustee shall hold in trust money
or Government Obligations deposited with it pursuant to this Article VIII. It shall apply the deposited money and the money from Government Obligations through the Paying Agent and in accordance with this Indenture to the payment of principal of and
interest on the Notes. 
 SECTION 8.04. Repayment to Company. The Trustee and the Paying Agent shall promptly turn over to the
Company upon written request any excess money or securities held by them upon satisfaction of the conditions and occurrence of the events set forth in this Article VIII. 

Subject to any applicable abandoned property law, the Trustee and the Paying Agent shall pay to the Company upon request any money held by
them for the payment of principal or interest that remains unclaimed for two years, and, thereafter, Noteholders entitled to the money must look to the Company for payment as general creditors. 

SECTION 8.05. Indemnity for Government Obligations. The Company shall pay and shall indemnify the Trustee against any tax, fee or
other charge imposed on or assessed against deposited Government Obligations or the principal and interest received on such Government Obligations. 

SECTION 8.06. Reinstatement. If the Trustee or Paying Agent is unable to apply any money or Government Obligations in accordance
with this Article VIII by reason of any legal proceeding or by reason of any order or judgment of any court or governmental authority enjoining, restraining or otherwise prohibiting such application, the Company’s obligations under this
Indenture and the Notes shall be revived and reinstated as though no deposit had occurred pursuant to this Article VIII until such time as the Trustee or Paying Agent is permitted to apply all such money or Government Obligations in accordance with
this Article VIII; provided, however, that, if the Company has made any payment of interest on or principal of any Notes because of the reinstatement of its obligations, the Company shall be subrogated to the rights of the Holders of such Notes to
receive such payment from the money or Government Obligations held by the Trustee or Paying Agent. 
 ARTICLE IX 

Amendments 

SECTION 9.01. Without Consent of Holders. The Company and the Trustee may amend this Indenture or the Notes without notice to or
consent of any Noteholder: 
 (1) to cure any ambiguity, omission, defect or inconsistency, as evidenced in an Officers’
Certificate; 
 (2) to comply with Article V; 

(3) to provide for uncertificated Notes in addition to or in place of certificated Notes; provided, however, that
the uncertificated Notes are issued in registered form for purposes of Section 163(f) of the Code or in a manner such that the uncertificated Notes are described in Section 163(f)(2)(B) of the Code; 

(4) to add Guarantees with respect to the Notes; 

(5) to secure the Notes, to add to the covenants of the Company for the benefit of the Holders or to surrender any right or
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 (6) to comply with any requirements of the SEC in connection with qualifying,
or maintaining the qualification of, this Indenture under the TIA; 
 (7) to make any change that does not adversely affect
the rights of any Noteholder in any material respect; or 
 (8) to provide for the issuance of additional Notes in accordance
with this Indenture. 
 After an amendment under this Section becomes effective, the Company shall mail to Noteholders a notice briefly
describing such amendment. The failure to give such notice to all Noteholders, or any defect therein, shall not impair or affect the validity of an amendment under this Section. 

SECTION 9.02. With Consent of Holders. The Company and the Trustee may amend this Indenture or the Notes without notice to any
Noteholder but with the written consent of the Holders of at least a majority in aggregate principal amount of the Notes then outstanding (including consents obtained in connection with a tender offer or exchange offer for the Notes). However,
without the consent of each Noteholder affected thereby, an amendment may not: 
 (1) reduce the amount of Notes whose
Holders must consent to an amendment or waiver; 
 (2) reduce the rate of or extend the time for payment of interest on any
Note; 
 (3) reduce the principal of or extend the Stated Maturity of any Note; 

(4) reduce the amount payable upon the redemption or repurchase of any Note under Article III or Section 4.07 or 4.12,
change the time at which any Note may be redeemed in accordance with Article III, or, at any time after a Change of Control or Asset Sale has occurred, change the time at which the Change of Control Offer relating thereto or Prepayment Offer must be
made or at which the Notes must be repurchased pursuant to such Change of Control Offer or Prepayment Offer; 
 (5) make any
Note payable in money other than U.S. dollars; 
 (6) release any security interest that may have been granted in favor of
the Holders other than pursuant to the terms of the agreement granting that security interest; 
 (7) make any change in
Section 6.04 or 6.07 or the second sentence of this Section; or 
 (8) subordinate the Notes to any other obligation of
the Company. 
 It shall not be necessary for the consent of the Holders under this Section to approve the particular form of any proposed
amendment, but it shall be sufficient if such consent approves the substance thereof. 
 After an amendment under this Section becomes
effective, the Company shall promptly mail to Noteholders (with a copy to the Trustee) a notice briefly describing such amendment. The failure to give such notice to all Noteholders, or any defect therein, shall not impair or affect the validity of
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 SECTION 9.03. Compliance with Trust Indenture Act. Every amendment to this
Indenture or the Notes shall comply with the TIA as then in effect. 
 SECTION 9.04. Revocation and Effect of Consents and
Waivers. A consent to an amendment or a waiver by a Holder of a Note shall bind the Holder and every subsequent Holder of that Note or portion of the Note that evidences the same debt as the consenting Holder’s Note, even if notation of the
consent or waiver is not made on the Note. However, any such Holder or subsequent Holder may revoke the consent or waiver as to such Holder’s Note or portion of the Note if the Trustee receives the notice of revocation before the date the
amendment or waiver becomes effective. After an amendment or waiver becomes effective, it shall bind every Noteholder. An amendment or waiver becomes effective upon the execution of such amendment or waiver by the Trustee. 

The Company may, but shall not be obligated to, fix a record date for the purpose of determining the Noteholders entitled to give their
consent or take any other action described above or required or permitted to be taken pursuant to this Indenture. If a record date is fixed, then notwithstanding the immediately preceding paragraph, those Persons who were Noteholders at such record
date (or their duly designated proxies), and only those Persons, shall be entitled to give such consent or to revoke any consent previously given or to take any such action, whether or not such Persons continue to be Holders after such record date.
No such consent shall be valid or effective for more than 120 days after such record date. 
 SECTION 9.05. Notation on or Exchange
of Notes. If an amendment changes the terms of a Note, the Trustee may require the Holder of the Note to deliver such Note to the Trustee. The Trustee may place an appropriate notation on the Note regarding the changed terms and return such Note
to the Holder. Alternatively, if the Company or the Trustee so determines, the Company in exchange for the Note shall issue and the Trustee shall authenticate a new Note that reflects the changed terms. Failure to make the appropriate notation or to
issue a new Note shall not affect the validity of such amendment. 
 SECTION 9.06. Trustee To Sign Amendments. The Trustee shall
sign any amendment authorized pursuant to this Article IX if the amendment does not adversely affect the rights, duties, liabilities or immunities of the Trustee. If it does, the Trustee may but need not sign it. In signing such amendment the
Trustee shall receive indemnity reasonably satisfactory to it and to receive, and (subject to Section 7.01) shall be fully protected in conclusively relying upon, an Officers’ Certificate and an Opinion of Counsel stating that such
amendment is authorized or permitted by this Indenture and is the legal, valid and binding obligation of the Company, enforceable in accordance with its terms. 

SECTION 9.07. Payment for Consent. Neither the Company nor any Affiliate of the Company shall, directly or indirectly, pay or
cause to be paid any consideration, whether by way of interest, fee or otherwise, to any Holder for or as an inducement to any consent, waiver or amendment of any of the terms or provisions of this Indenture or the Notes unless such consideration is
offered to be paid to all Holders that so consent, waive or agree to amend in the time frame set forth in solicitation documents relating to such consent, waiver or agreement. 

ARTICLE X 
 Miscellaneous

 SECTION 10.01. Trust Indenture Act Controls. If any provision of this Indenture limits, qualifies or conflicts with
another provision that is required to be included in this Indenture by the TIA, the required provision shall control. 

  
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 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 SECTION 10.02. Notices. Any notice or communication shall be in writing and
delivered in person or mailed by first-class mail or sent by facsimile (with a hard copy delivered in person or by mail promptly thereafter) and addressed as follows: 

if to the Company: 
 Levi
Strauss & Co. 
 Levi’s Plaza 

1155 Battery Street 
 San
Francisco, CA 94111 
 Attention of: Legal Department 

Facsimile: (415) 501-1342 

with a copy to: 
 Levi
Strauss & Co. 
 1155 Battery Street 

San Francisco, CA 94111 

Attention: Assistant Treasurer 

Facsimile No: (415) 501-1342 

and 
 Levi Strauss &
Co. 
 1155 Battery Street 
 San
Francisco, CA 94111 
 Attention: Manager of Treasury Operations 

Facsimile No: (415) 501-1342 

and 
 Levi Strauss &
Co. 
 1155 Battery Street 
 San
Francisco, CA 94111 
 Attention: Office of the General Counsel 

Facsimile No: (415) 501-7650 

if to the Trustee: 
 Wells Fargo
Bank, National Association 
 333 S. Grand Ave., 5th Floor, Suite 5A 

Los Angeles, CA 90071 
 Facsimile:
(213) 253-7598 
 Attention of: Corporate, Municipal and Escrow Services 

The Company or the Trustee by notice to the other may designate additional or different addresses for subsequent notices or communications.

 Any notice or communication mailed to a Noteholder shall be mailed to the Noteholder at the Noteholder’s address as it appears on
the registration books of the Registrar and shall be sufficiently given if so mailed within the time prescribed. 

  
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 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 Failure to mail a notice or communication to a Noteholder or any defect in it shall not
affect its sufficiency with respect to other Noteholders. If a notice or communication is mailed in the manner provided above, it is duly given, whether or not the addressee receives it. 

SECTION 10.03. Communication by Holders with Other Holders. Noteholders may communicate pursuant to TIA § 312(b) with other
Noteholders with respect to their rights under this Indenture or the Notes. The Company, the Trustee, the Registrar and anyone else shall have the protection of TIA § 312(c). 

SECTION 10.04. Certificate and Opinion as to Conditions Precedent. Upon any request or application by the Company to the Trustee
to take or refrain from taking any action under this Indenture, the Company shall furnish to the Trustee: 
 (1) an
Officers’ Certificate in form and substance reasonably satisfactory to the Trustee stating that, in the opinion of the signers, all conditions precedent, if any, provided for in this Indenture relating to the proposed action have been complied
with; and 
 (2) an Opinion of Counsel in form and substance reasonably satisfactory to the Trustee stating that, in the
opinion of such counsel, all such conditions precedent have been complied with. 
 SECTION 10.05. Statements Required in Certificate
or Opinion. Each certificate or opinion with respect to compliance with a covenant or condition provided for in this Indenture shall include: 

(1) a statement that the individual making such certificate or opinion has read such covenant or condition; 

(2) a brief statement as to the nature and scope of the examination or investigation upon which the statements or opinions
contained in such certificate or opinion are based; 
 (3) a statement that, in the opinion of such individual, he has made
such examination or investigation as is necessary to enable him to express an informed opinion as to whether or not such covenant or condition has been complied with; and 

(4) a statement as to whether or not, in the opinion of such individual, such covenant or condition has been fully complied
with. 
 SECTION 10.06. Annual Officer’s Certificate as to Compliance. Not later than June 1 every year,
beginning with June 1, 2016, the Company shall deliver to the Trustee a certificate (which need not comply with Section 10.05 of this Indenture) executed by the principal executive officer, principal financial officer or principal
accounting officer of the Company as to such officer’s knowledge of the Company’s compliance with all conditions and covenants under this Indenture, such compliance to be determined without regard to any period of grace or requirement of
notice provided under this Indenture. 
 SECTION 10.07. When Notes Disregarded. In determining whether the Holders of the
required principal amount of Notes have concurred in any direction, waiver or consent, Notes owned by the Company or by any Person directly or indirectly controlling or controlled by or under direct or indirect common control with the Company shall
be disregarded and deemed not to be outstanding, except that, for the purpose of determining whether the Trustee shall be protected in relying on any such direction, waiver or consent, only Notes that the Trustee knows are so owned shall be so
disregarded. Also, subject to the foregoing, only Notes outstanding at the time shall be considered in any such determination. 

  
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 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 SECTION 10.08. Rules by Trustee, Paying Agents and Registrar. The Trustee may
make reasonable rules for action by or a meeting of Noteholders. The Registrar and the Paying Agents or co-registrar may make reasonable rules for their functions. 

SECTION 10.09. Legal Holidays. A “Legal Holiday” is a Saturday, a Sunday or a day on which banking institutions are not
required to be open in the State of New York. If a payment date is a Legal Holiday, payment shall be made on the next succeeding day that is not a Legal Holiday, and no interest shall accrue for the intervening period. If a regular record date is a
Legal Holiday, the record date shall not be affected. 
 SECTION 10.10. Governing Law; Jury Trial Waiver. THIS INDENTURE AND
THE SECURITIES SHALL BE GOVERNED BY, AND CONSTRUED IN ACCORDANCE WITH, THE LAWS OF THE STATE OF NEW YORK BUT WITHOUT GIVING EFFECT TO APPLICABLE PRINCIPLES OF CONFLICTS OF LAW TO THE EXTENT THAT THE APPLICATION OF THE LAWS OF ANOTHER JURISDICTION
WOULD BE REQUIRED THEREBY. EACH OF THE COMPANY, THE HOLDERS AND THE TRUSTEE HEREBY IRREVOCABLY WAIVES, TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, ANY AND ALL RIGHT TO TRIAL BY JURY IN ANY LEGAL PROCEEDING ARISING OUT OF OR RELATING TO THIS
INDENTURE, THE NOTES OR THE TRANSACTION CONTEMPLATED HEREBY.  
 SECTION 10.11. No Recourse Against Others. A director,
officer, employee or stockholder, as such, of the Company shall not have any liability for any obligations of the Company under the Notes or this Indenture or for any claim based on, in respect of or by reason of such obligations or their creation.
By accepting a Note, each Noteholder shall waive and release all such liability. The waiver and release shall be part of the consideration for the issue of the Notes. 

SECTION 10.12. Successors. All agreements of the Company in this Indenture and the Notes shall bind its successors. All agreements
of the Trustee in this Indenture shall bind its successors. 
 SECTION 10.13. Multiple Originals. The parties may sign any
number of copies of this Indenture. Each signed copy shall be an original, but all of them together represent the same agreement. One signed copy is enough to prove this Indenture. Delivery of an executed signature page by facsimile or electronic
transmission (e.g. “pdf” or “tif”) shall be effective as delivery of a manually executed counterpart hereof. 

SECTION 10.14. Table of Contents; Headings. The table of contents, cross-reference sheet and headings of the Articles and Sections
of this Indenture have been inserted for convenience of reference only, are not intended to be considered a part hereof and shall not modify or restrict any of the terms or provisions hereof. 

SECTION 10.15. Force Majeure. In no event shall the Trustee be responsible or liable for any failure or delay in the performance
of its obligations hereunder arising out of or caused by, directly or indirectly, forces beyond its control, including, without limitation, strikes, work stoppages, accidents, acts of war or terrorism, civil or military disturbances, nuclear or
natural catastrophes or acts of God, and interruptions, loss or malfunctions of utilities, communications or computer (software and hardware) services; it being understood that the Trustee shall use reasonable efforts which are consistent with
accepted practices in the banking industry to resume performance as soon as practicable under the circumstances. 

  
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 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 SECTION 10.16. U.S.A. Patriot Act. The parties hereto acknowledge that in
accordance with Section 326 of the U.S.A. Patriot Act, the Trustee, like all financial institutions and in order to help fight the funding of terrorism and money laundering, is required to obtain, verify, and record information that identifies
each person or legal entity that establishes a relationship or opens an account with the Trustee. The parties to this Indenture agree that they will provide the Trustee with such information within the Company’s custody or control or as the
Company may reasonably obtain that the Trustee may request in order for the Trustee to satisfy the requirements of the U.S.A. Patriot Act. 

[Signature pages follow] 

  
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 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 IN WITNESS WHEREOF, the parties have caused this Indenture to be duly executed as of the date
first written above. 
  

			
	LEVI STRAUSS & CO.
		
	By:	 	 /s/ Johan Nystedt

		 	Name: Johan Nystedt

		 	Title: Vice President and Global Treasurer

 [Signature Page to the Indenture] 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 
			
	WELLS FARGO BANK, NATIONAL ASSOCIATION, as Trustee
		
	By:	 	 /s/ Maddy Hall

		 	Name: Maddy Hall

		 	Title: Vice President

 [Signature Page to the Indenture] 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 APPENDIX A 

PROVISIONS RELATING TO INITIAL NOTES AND EXCHANGE NOTES 

	1.	 Definitions 

1.1 Definitions 
 For the
purposes of this Appendix A the following terms shall have the meanings indicated below: 
 “Definitive Note” means
a certificated Initial Note or Exchange Note or Private Exchange Note bearing, if required, the restricted securities legend set forth in Section 2.3(c). 

“Depositary” means with respect to the Notes, The Depository Trust Company, its nominees and their respective
successors. 
 “Distribution Compliance Period” means, with respect to any Notes, the period of 40 consecutive days
beginning on the later of (i) the day on which such Notes are first offered to Persons other than distributors (as defined in Regulation S under the Securities Act) in reliance on Regulation S and (ii) the issue date with respect to such
Notes. 
 “Exchange Notes” means the 5.00% Senior Notes due 2025 to be issued pursuant to this Indenture in
connection with a Registered Exchange Offer pursuant to the Registration Rights Agreement. 
 “IAI” means an
institutional “accredited investor” as described in Rule 501(a)(1), (2), (3) or (7) under the Securities Act. 

“Initial Notes” means 5.00% Senior Notes due 2025, to be issued from time to time, in one or more series as provided
for in this Indenture. 
 “Initial Purchasers” means Merrill Lynch, Pierce, Fenner & Smith Incorporated,
Goldman, Sachs & Co., J.P. Morgan Securities LLC, Deutsche Bank Securities Inc., HSBC Securities (USA) Inc., Scotia Capital (USA) Inc. and Wells Fargo Securities, LLC. 

“Notes Custodian” means the custodian with respect to a Global Note (as appointed by the Depositary) or any successor
person thereto, who shall initially be the Trustee. 
 “Original Notes” means Notes issued on April 27, 2015.

 “Private Exchange” means the offer by the Company, pursuant to Section 2 of the Registration Rights
Agreement or pursuant to any similar provision of any other Registration Rights Agreement, to issue and deliver to certain purchasers, in exchange for the Initial Notes held by such purchasers as part of their initial distribution, a like aggregate
principal amount of Private Exchange Notes. 
 “Private Exchange Notes” means the Notes to be issued pursuant to
this Indenture in connection with a Private Exchange pursuant to a Registration Rights Agreement. 
 “Purchase
Agreement” means the Purchase Agreement dated April 20, 2015, between the Company and Merrill Lynch, Pierce, Fenner & Smith Incorporated, as representative of the Initial Purchasers, relating to the Original Notes, or any similar
agreement relating to any future sale of Initial Notes by the Company. 

  
 Appendix A-1 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 “QIB” means a “qualified institutional buyer” as defined
in Rule 144A. 
 “Registered Exchange Offer” means the offer by the Company, pursuant to a Registration Rights
Agreement, to certain Holders of Initial Notes, to issue and deliver to such Holders, in exchange for the Initial Notes, a like aggregate principal amount of Exchange Notes registered under the Securities Act. 

“Registration Rights Agreement” means (i) the Registration Rights Agreement dated as of April 27, 2015,
between the Company and Merrill Lynch, Pierce, Fenner & Smith Incorporated on behalf of itself and the other Initial Purchasers relating to the Original Notes, or (ii) any similar agreement relating to any additional Initial Notes.

 “Shelf Registration Statement” means a registration statement issued by the Company in connection with the offer
and sale of Initial Notes or Private Exchange Notes pursuant to the Registration Rights Agreement. 
 “Transfer
Restricted Notes” means Definitive Notes and any other Notes that bear or are required to bear the legend set forth in Section 2.3(c) hereto. 

1.2 Other Definitions 
  

					
	 Term
	  	Defined in Section:	 
	 “Agent Members”
	  	 	2.1	(b) 
	 “Global Note”
	  	 	2.1	(a) 
	 “IAI Global Note”
	  	 	2.1	(a) 
	 “Permanent Regulation S Global Note”
	  	 	2.1	(a) 
	 “Regulation S”
	  	 	2.1	 
	 “Regulation S Global Note”
	  	 	2.1	(a) 
	 “Rule 144A”
	  	 	2.1	 
	 “Rule 144A Global Note”
	  	 	2.1	(a) 
	 “Temporary Regulation S Global Note”
	  	 	2.1	(a) 

  

	2.	 The Notes 

2.1 Form and Dating 
 The
Initial Notes will be offered and sold by the Company, from time to time, pursuant to one or more Purchase Agreements. The Initial Notes will be resold initially only to QIBs in reliance on Rule 144A under the Securities Act (“Rule 144A”)
and in reliance on Regulation S under the Securities Act (“Regulation S”). Initial Notes may thereafter be transferred to, among others, QIBs, purchasers in reliance on Regulation S and IAIs under Rule 501(a)(1), (2), (3) or (7) under
the Securities Act, subject to the restrictions on transfer set forth herein. 

  
 Appendix A-2 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 (a) Global Notes. Initial Notes initially resold pursuant to Rule 144A
shall be issued initially in the form of one or more permanent global Notes in definitive, fully registered form (collectively, the “Rule 144A Global Note”) with the restricted securities legend set forth in Exhibit A to this Indenture,
and Initial Notes initially resold pursuant to Regulation S shall be issued initially in the form of one or more global securities in registered form with the global securities legend and the applicable restricted securities legend set forth in
Exhibit A to this Indenture (the “Temporary Regulation S Global Note”) or with such other legends as may be appropriate. Except as set forth in this Section 2.1(a) and Section 2.3(b), beneficial ownership interest in a Temporary
Regulation S Global Note will be exchangeable for interests in a Rule 144A Global Note or a permanent global note (the “Permanent Regulation S Global Note” and, together with the Temporary Regulation S Global Note, the “the
“Regulation S Global Note”) or a Definitive Note in registered certificated form only after the expiration of the Distribution Compliance Period and then only (i) upon certification in form reasonably satisfactory to the Trustee that
beneficial ownership interests in such Temporary Regulation S Global Note are owned either by non-U.S. persons or U.S. persons who purchased such interests in a transaction that did not require registration
under the Securities Act and (ii) in the case of an exchange for a Certificated Note, in compliance with the requirements described in Section 2.4 and, subject to Section 2.4 hereof, Initial Notes transferred subsequent to the initial
resale thereof to IAIs shall be issued initially in the form of one or more permanent global securities in definitive, fully registered form (collectively, the “IAI Global Note”), in each case without interest coupons and with the global
securities legend and restricted securities legend set forth in Exhibit A to this Indenture, which shall be deposited on behalf of the purchasers of the Initial Notes represented thereby with the Notes Custodian, and registered in the name of the
applicable Depositary or a nominee of the applicable Depositary, duly executed by the Company and authenticated by the Trustee or the Authentication Agent as provided in this Indenture. The Rule 144A Global Note, IAI Global Note and Regulation S
Global Note are collectively referred to herein as “Global Notes.” The aggregate principal amount of the Global Notes may from time to time be increased or decreased by adjustments made on the records of the Trustee and the applicable
Depositary or its nominee as hereinafter provided. 
 (b) Book-Entry Provisions. This Section 2.1(b) shall apply
only to a Global Note deposited with or on behalf of the applicable Depositary. 
 The Company shall execute and the Trustee
shall, in accordance with this Section 2.1(b) and pursuant to an order of the Company, authenticate and deliver initially one or more Global Notes that (a) shall be registered in the name of the applicable Depositary for such Global Note
or Global Notes or the nominee of such Depositary and (b) shall be delivered by the Trustee to such Depositary or pursuant to such Depositary’s instructions or held by the Trustee as Notes Custodian. 

Members of, or participants, in the Depositary (“Agent Members”) shall have no rights under this Indenture with
respect to any Global Note held on their behalf by the Depositary or by the Trustee as Notes Custodian or under such Global Note, and the Depositary may be treated by the Company, the Trustee and any agent of the Company or the Trustee as the
absolute owner of such Global Note for all purposes whatsoever. Notwithstanding the foregoing, nothing herein shall prevent the Company, the Trustee or any agent of the Company or the Trustee from giving effect to any written certification, proxy or
other authorization furnished by the Depositary or impair, as between the Depositary and its Agent Members, the operation of customary practices of such Depositary governing the exercise of the rights of a holder of a beneficial interest in any
Global Note. 
 (c) Definitive Notes. Except as provided in Section 2.3 or 2.4, owners of beneficial interests in
Global Notes will not be entitled to receive physical delivery of Definitive Notes. 

  
 Appendix A-3 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 2.2 Authentication. The Trustee or Authentication Agent shall authenticate and
deliver: (1) Original Notes for original issue in an aggregate principal amount of $500.0 million, (2) additional Initial Notes, if and when issued, in an aggregate principal amount as established in or pursuant to a resolution of the
Board of Directors of the Company and (3) the Exchange Notes or Private Exchange Notes for issue only in a Registered Exchange Offer or a Private Exchange, respectively, pursuant to the Registration Rights Agreement, for a like principal amount
of Initial Notes or Private Exchange Notes, as applicable, upon a written order of the Company signed by two Officers or by an Officer and either an Assistant Treasurer or an Assistant Secretary of the Company. Such order shall specify the amount of
the Notes to be authenticated and the date on which the original issue of Notes is to be authenticated and whether the Notes are to be Initial Notes or Exchange Notes. The aggregate principal amount of Notes outstanding at any time may not exceed
the aggregate principal amount established in or pursuant to a resolution of the Board of Directors of the Company, except as provided in Section 2.08 of this Indenture. 

2.3 Transfer and Exchange. 

(a) Transfer and Exchange of Definitive Notes. When Definitive Notes are presented to the Registrar or a co-registrar with a request: 
 (x) to register the transfer of such Definitive Notes; or

 (y) to exchange such Definitive Notes for an equal principal amount of Definitive Notes of other authorized denominations,
the Registrar or co-registrar shall register the transfer or make the exchange as requested if its reasonable requirements for such transaction are met; provided, however, that the Definitive
Notes surrendered for transfer or exchange: 
 (i) shall be duly endorsed or accompanied by a written instrument of transfer
in form reasonably satisfactory to the Company and the Registrar or co-registrar, duly executed by the Holder thereof or his attorney duly authorized in writing; and 

(ii) if such Definitive Notes bear a restricted securities legend, they are being transferred or exchanged pursuant to an
effective registration statement under the Securities Act or pursuant to clause (A), (B) or (C) below, and are accompanied by the following additional information and documents, as applicable: 

(A) if such Definitive Notes are being delivered to the Registrar by a Holder for registration in the name of such Holder,
without transfer, a certification from such Holder to that effect; or 
 (B) if such Definitive Notes are being transferred
to the Company, a certification to that effect; or 
 (C) if such Definitive Notes are being transferred pursuant to an
exemption from registration in accordance with Rule 144 under the Securities Act, (i) a certification to that effect and (ii) if the Company or the Trustee so requests, an opinion of counsel or other evidence reasonably satisfactory to it
as to the compliance with the restrictions set forth in the legend set forth in Section 2.3(c)(i). 

  
 Appendix A-4 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 (b) Transfer and Exchange of Global Notes. 

(i) The transfer and exchange of Global Notes or beneficial interests therein shall be effected through the applicable
Depositary, in accordance with this Indenture (including applicable restrictions on transfer set forth herein, if any) and the procedures of the Depositary therefor. A transferor of a beneficial interest in a Global Note shall deliver a written
order given in accordance with the Depositary’s procedures containing information regarding the participant account of the Depositary to be credited with a beneficial interest in the Global Note and such account shall be credited in accordance
with such instructions with a beneficial interest in the Global Note and the account of the Person making the transfer shall be debited by an amount equal to the beneficial interest in the Global Note being transferred. In the case of a transfer of
a beneficial interest in a Global Note to an IAI, the transferee must furnish a signed letter to the Trustee containing certain representations and agreements in the form of Exhibit B to this Indenture. 

(ii) If the proposed transfer is a transfer of a beneficial interest in one Global Note to a beneficial interest in another
Global Note, the Registrar shall reflect on its books and records the date and an increase in the principal amount of the Global Note to which such interest is being transferred in an amount equal to the principal amount of the interest to be so
transferred, and the Registrar shall reflect on its books and records the date and a corresponding decrease in the principal amount of the Global Note from which such interest is being transferred. 

(iii) Notwithstanding any other provisions of this Appendix A (other than the provisions set forth in Section 2.4), a
Global Note may not be transferred as a whole except by the Depositary to a nominee of the Depositary or by a nominee of the Depositary to the Depositary or another nominee of the Depositary or by the Depositary or any such nominee to a successor
Depositary or a nominee of such successor Depositary. 
 (iv) In the event that a Global Note is exchanged for Definitive
Notes pursuant to Section 2.4 prior to the consummation of a Registered Exchange Offer or the effectiveness of a Shelf Registration Statement with respect to such Notes, such Notes may be exchanged only in accordance with such procedures as are
substantially consistent with the provisions of this Section 2.3 (including the certification requirements set forth on the reverse of the Initial Notes intended to ensure that such transfers comply with Rule 144A, Regulation S or such other
applicable exemption from registration under the Securities Act, as the case may be) and such other procedures as may from time to time be adopted by the Company. 

(v) Restrictions on Transfer of Temporary Regulation S Global Notes. 

(A) During the Distribution Compliance Period, beneficial ownership interests in Temporary Regulation S Global Notes may only
be sold, pledged or transferred (i) to Company, (ii) in an offshore transaction in accordance with Rule 904 of Regulation S (other than a transaction resulting in an exchange for an interest in a Permanent Regulation S Global Note) or
(iii) pursuant to an effective registration statement under the Securities Act, in each case in accordance with any applicable securities laws of any State of the United States; and 

(B) Beneficial interests in a Rule 144A Global Note may be transferred to a Person who takes delivery in the form of an
interest in a Regulation S Global Note, whether before or after the expiration of the Distribution Compliance Period, only if the transferor first delivers to the Trustee a written certificate (in form reasonably satisfactory to the Trustee) to the
effect that such transfer is being made in accordance with Rule 903 or 904 of Regulation S or Rule 144 (if applicable). 

  
 Appendix A-5 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 (c) Legend. 

(i) Except as permitted by the following paragraphs (ii), (iii) and (iv), each certificate evidencing the Global Notes and the
Definitive Notes (and all Notes issued in exchange therefor or in substitution thereof) shall bear a legend in substantially the following form: 

“THE SECURITY (OR ITS PREDECESSOR) EVIDENCED HEREBY WAS ORIGINALLY ISSUED IN A TRANSACTION EXEMPT FROM REGISTRATION UNDER SECTION 5 OF THE
UNITED STATES SECURITIES ACT OF 1933, AS AMENDED (THE “SECURITIES ACT”), AND THE SECURITY EVIDENCED HEREBY MAY NOT BE OFFERED, SOLD OR OTHERWISE TRANSFERRED IN THE ABSENCE OF SUCH REGISTRATION OR AN APPLICABLE EXEMPTION THEREFROM. EACH
PURCHASER OF THE SECURITY EVIDENCED HEREBY IS HEREBY NOTIFIED THAT THE SELLER MAY BE RELYING ON THE EXEMPTION FROM THE PROVISIONS OF SECTION 5 OF THE SECURITIES ACT PROVIDED BY RULE 144A THEREUNDER. THE HOLDER OF THE SECURITY EVIDENCED HEREBY AGREES
FOR THE BENEFIT OF THE COMPANY THAT: 
 (A) SUCH SECURITY MAY BE OFFERED, RESOLD, PLEDGED OR OTHERWISE TRANSFERRED, ONLY:

 (i) (a) TO A PERSON WHO THE SELLER REASONABLY BELIEVES IS A QUALIFIED INSTITUTIONAL BUYER (AS DEFINED IN RULE 144A UNDER
THE SECURITIES ACT) IN A TRANSACTION MEETING THE REQUIREMENTS OF RULE 144A, (b) IN A TRANSACTION MEETING THE REQUIREMENTS OF RULE 144 UNDER THE SECURITIES ACT, (c) OUTSIDE THE UNITED STATES TO A
NON-U.S. PERSON IN A TRANSACTION MEETING THE REQUIREMENTS OF RULE 903 OR 904 UNDER THE SECURITIES ACT, (d) TO AN INSTITUTIONAL “ACCREDITED INVESTOR” (AS DEFINED IN RULE 501(a)(1),(2),(3) OR
(7) OF THE SECURITIES ACT (AN “INSTITUTIONAL ACCREDITED INVESTOR”)) THAT, PRIOR TO SUCH TRANSFER, FURNISHES THE TRUSTEE A SIGNED LETTER CONTAINING CERTAIN REPRESENTATIONS AND AGREEMENTS (THE FORM OF WHICH CAN BE OBTAINED FROM THE
TRUSTEE) AND, IF SUCH TRANSFER IS IN RESPECT OF AN AGGREGATE PRINCIPAL AMOUNT OF NOTES LESS THAN $250,000, AN OPINION OF COUNSEL ACCEPTABLE TO THE COMPANY THAT SUCH TRANSFER IS IN COMPLIANCE WITH THE SECURITIES ACT, OR (e) IN ACCORDANCE WITH
ANOTHER EXEMPTION FROM THE REGISTRATION REQUIREMENTS OF THE SECURITIES ACT (AND BASED UPON AN OPINION OF COUNSEL AND OTHER CERTIFICATIONS AND DOCUMENTS IF THE COMPANY SO REQUESTS), 

(ii) TO THE COMPANY, OR 

(iii) PURSUANT TO AN EFFECTIVE REGISTRATION STATEMENT 

  
 Appendix A-6 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 AND, IN EACH CASE, IN ACCORDANCE WITH ANY APPLICABLE SECURITIES LAWS OF ANY
STATE OF THE UNITED STATES OR ANY OTHER APPLICABLE JURISDICTION AND IN EACH CASE SUBJECT TO ANY REQUIREMENT OF LAW THAT THE DISPOSITION OF THIS SECURITY BY THE HOLDER OR BY ANY INVESTOR ACCOUNT OR ACCOUNTS BE AT ALL TIMES WITHIN ITS OR THEIR
CONTROL; AND 
 (B) THE HOLDER WILL, AND EACH SUBSEQUENT HOLDER IS REQUIRED TO, NOTIFY ANY PURCHASER FROM IT OF THE SECURITY
EVIDENCED HEREBY OF THE RESALE RESTRICTIONS SET FORTH IN (A) ABOVE. 
 THIS SECURITY MAY NOT BE ACQUIRED OR HELD WITH THE ASSETS OF
(I) AN “EMPLOYEE BENEFIT PLAN” (AS DEFINED IN SECTION 3(3) OF THE EMPLOYEE RETIREMENT INCOME SECURITY ACT OF 1974, AS AMENDED (“ERISA”)) THAT IS SUBJECT TO ERISA, (II) A “PLAN” WHICH IS SUBJECT TO SECTION 4975
OF THE INTERNAL REVENUE CODE OF 1986, AS AMENDED (THE “CODE”), (III) ANY ENTITY DEEMED UNDER ERISA TO HOLD “PLAN ASSETS” OF ANY OF THE FOREGOING BY REASON OF AN EMPLOYEE BENEFIT PLAN’S OR PLAN’S INVESTMENT IN SUCH
ENTITY, OR (IV) A GOVERNMENTAL PLAN OR CHURCH PLAN SUBJECT TO APPLICABLE LAW THAT IS SIMILAR IN PURPOSE OR EFFECT TO THE FIDUCIARY RESPONSIBILITY OR PROHIBITED TRANSACTION PROVISIONS OF ERISA OR SECTION 4975 OF THE CODE (“SIMILAR
LAW”), UNLESS THE ACQUISITION AND HOLDING OF THIS SECURITY (AND ANY EXCHANGE OF THE NOTE FOR AN EXCHANGE NOTE) BY THE PURCHASER OR TRANSFEREE, THROUGHOUT THE PERIOD THAT IT HOLDS THIS SECURITY, ARE EXEMPT FROM THE PROHIBITED TRANSACTION
RESTRICTIONS UNDER ERISA AND SECTION 4975 OF THE CODE OR ANY PROVISIONS OF SIMILAR LAW, AS APPLICABLE, PURSUANT TO ONE OR MORE PROHIBITED TRANSACTION STATUTORY OR ADMINISTRATIVE EXEMPTIONS. BY ITS ACQUISITION OR HOLDING OF THIS SECURITY, EACH
PURCHASER AND TRANSFEREE WILL BE DEEMED TO HAVE REPRESENTED AND WARRANTED THAT THE FOREGOING REQUIREMENTS HAVE BEEN SATISFIED.” 
 Each
Definitive Note will also bear the following additional legend: 
 “IN CONNECTION WITH ANY TRANSFER, THE HOLDER WILL DELIVER TO THE
REGISTRAR AND TRANSFER AGENT SUCH CERTIFICATES AND OTHER INFORMATION AS SUCH TRANSFER AGENT MAY REASONABLY REQUIRE TO CONFIRM THAT THE TRANSFER COMPLIES WITH THE FOREGOING RESTRICTIONS.” 

(ii) Upon any sale or transfer of a Transfer Restricted Note (including any Transfer Restricted Note represented by a Global
Note) pursuant to Rule 144 under the Securities Act: 
 (A) in the case of any Transfer Restricted Note that is a Definitive
Note, the Registrar shall permit the Holder thereof to exchange such Transfer Restricted Note for a Note that does not bear the legends set forth above and rescind any restriction on the transfer of such Transfer Restricted Note; and 

  
 Appendix A-7 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 (B) in the case of any Transfer Restricted Note that is represented by a
Global Note, the Registrar shall permit the Holder thereof to exchange such Transfer Restricted Note for a Note that does not bear the legends set forth above and rescind any restriction on the transfer of such Transfer Restricted Note, 

in either case, if the Holder certifies in writing to the Registrar that its request for such exchange was made in reliance on Rule 144 (such
certification to be in the form set forth on the reverse of the Initial Note). 
 (iii) After a transfer of any Initial Notes
or Private Exchange Notes, as the case may be, during the period of the effectiveness of a Shelf Registration Statement with respect to such Initial Notes or Private Exchange Notes, all requirements pertaining to restricted legends on such Initial
Note or such Private Exchange Note will cease to apply and an Initial Note or Private Exchange Note, as the case may be, in global form without restricted legends will be available to the transferee of the beneficial interests of such Initial Notes
or Private Exchange Notes. Upon the occurrence of any of the circumstances described in this paragraph, the Company will deliver an Officers’ Certificate to the Trustee instructing the Trustee to issue Notes without restricted legends. 

(iv) Upon the consummation of a Registered Exchange Offer with respect to the Initial Notes pursuant to which certain Holders
of such Initial Notes are offered Exchange Notes in exchange for their Initial Notes, Exchange Notes in global form without the restricted legends will be available to Holders or beneficial owners that exchange such Initial Notes (or beneficial
interests therein) in such Registered Exchange Offer. Upon the occurrence of any of the circumstances described in this paragraph, the Company will deliver the Exchange Notes accompanied by an Officers’ Certificate to the Trustee instructing
the Trustee to authenticate the Exchange Notes without restricted legends. 
 (d) Cancellation or Adjustment of Global
Note. At such time as all beneficial interests in a Global Note have either been exchanged for Definitive Notes, redeemed, repurchased or canceled, such Global Note shall be returned by the Depositary to the Trustee for cancellation pursuant to
its customary practice. At any time prior to such cancellation, if any beneficial interest in a Global Note is exchanged for Definitive Notes, redeemed, repurchased or canceled, the principal amount of Notes represented by such Global Note shall be
reduced and an adjustment shall be made on the books and records of the Trustee (if it is then the Notes Custodian for such Global Note) with respect to such Global Note, by the Trustee or the Notes Custodian, to reflect such reduction. 

(e) Obligations with Respect to Transfers and Exchanges of Notes. 

(i) To permit registrations of transfers and exchanges, the Company shall execute and the Trustee shall authenticate Definitive
Notes and Global Notes at the Registrar’s or co-registrar’s request. 

(ii) No service charge shall be made for any registration of transfer or exchange, but the Company may require payment of a sum
sufficient to cover any transfer tax, assessments, or similar governmental charge payable in connection therewith (other than any such transfer taxes, assessments or similar governmental charge payable upon exchange or transfer pursuant to Sections
3.06, 4.08 and 9.05 of this Indenture). 

  
 Appendix A-8 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 (iii) The Registrar or co-registrar
shall not be required to register the transfer of or exchange of any Note for a period beginning 15 days before the mailing of a notice of redemption or an offer to repurchase Notes or 15 days before an interest payment date. 

(iv) Prior to the due presentation for registration of transfer of any Note, the Company, the Trustee, the Paying Agent, the
Registrar or any co-registrar may deem and treat the person in whose name a Note is registered as the absolute owner of such Note for the purpose of receiving payment of principal of and interest on such Note
and for all other purposes whatsoever, whether or not such Note is overdue, and none of the Company, the Trustee, the Paying Agent, the Registrar or any co-registrar shall be affected by notice to the
contrary. 
 (v) All Notes issued upon any transfer or exchange pursuant to the terms of this Indenture shall evidence the
same debt and shall be entitled to the same benefits under this Indenture as the Notes surrendered upon such transfer or exchange. 

(f) No Obligation of the Trustee. 

(i) The Trustee shall have no responsibility or obligation to any beneficial owner of a Global Note, a member of, or a
participant in the Depositary or any other Person with respect to the accuracy of the records of the 
 Depositary or its nominee or of any
participant or member thereof, with respect to any ownership interest in the Notes or with respect to the delivery to any participant, member, beneficial owner or other Person (other than the Depositary) of any notice (including any notice of
redemption or repurchase) or the payment of any amount, under or with respect to such Notes. All notices and communications to be given to the Holders and all payments to be made to Holders under the Notes shall be given or made only to the
registered Holders (which shall be the Depositary or its nominee in the case of a Global Note). The rights of beneficial owners in any Global Note shall be exercised only through the Depositary subject to the applicable rules and procedures of the
Depositary. The Trustee may rely and shall be fully protected in relying upon information furnished by the Depositary with respect to its members, participants and any beneficial owners. 

(ii) The Trustee shall have no obligation or duty to monitor, determine or inquire as to compliance with any restrictions on
transfer imposed under this Indenture or under applicable law with respect to any transfer of any interest in any Note (including any transfers between or among Depositary participants, members or beneficial owners in any Global Note) other than to
require delivery of such certificates and other documentation or evidence as are expressly required by, and to do so if and when expressly required by, the terms of this Indenture, and to examine the same to determine substantial compliance as to
form with the express requirements hereof. 
 2.4 Definitive Notes 

(a) A Global Note deposited with the Depositary or with the Trustee as Notes Custodian pursuant to Section 2.1 shall be
transferred to the beneficial owners thereof in the form of Definitive Notes in an aggregate principal amount equal to the principal amount of such Global Note, in exchange for such Global Note, only if such transfer complies with Section 2.3
and (i) the Depositary notifies the Company that it is unwilling or unable to continue as a Depositary for such Global Note or if at any time the Depositary ceases to be a “clearing agency” registered under the Exchange Act, and a
successor Depositary is not appointed by the Company within 90 days of such notice, or (ii) a Default or an Event of Default has occurred and is continuing or (iii) the Company, in its sole discretion, notifies the Trustee in writing that
it elects to cause the issuance of Definitive Notes under this Indenture. 

  
 Appendix A-9 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 (b) Any Global Note that is transferable to the beneficial owners thereof
pursuant to this Section 2.4 shall be surrendered by the Depositary to the Trustee, to be so transferred, in whole or from time to time in part, without charge, and the Trustee shall authenticate and deliver, upon such transfer of each portion
of such Global Note, an equal aggregate principal amount of Definitive Notes of authorized denominations. Definitive Notes issued in exchange for any portion of a Global Note transferred pursuant to this Section shall be executed, authenticated and
delivered only in denominations of $2,000 and any integral multiples of $1,000 in excess thereof and registered in such names as the Depositary shall direct. Any Definitive Note delivered in exchange for an interest in the Global Note shall, except
as otherwise provided by Section 2.3(d), bear the restricted securities legend set forth in Exhibit 1 hereto. 
 (c) The
registered Holder of a Global Note may grant proxies and otherwise authorize any Person, including Agent Members and Persons that may hold interests through Agent Members, to take any action that a Holder is entitled to take under this Indenture or
the Notes. 
 (d) In the event of the occurrence of any of the events specified in Section 2.4(a)(i), (ii) or (iii), the
Company will promptly make available to the Trustee a reasonable supply of Definitive Notes in definitive, fully registered form without interest coupons. 

  
 Appendix A-10 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 EXHIBIT A 

[FORM OF FACE OF INITIAL NOTE] 

[Global Notes Legend] 
 UNLESS
THIS CERTIFICATE IS PRESENTED BY AN AUTHORIZED REPRESENTATIVE OF THE DEPOSITORY TRUST COMPANY, A NEW YORK CORPORATION (“DTC”), NEW YORK, NEW YORK, TO THE COMPANY OR ITS AGENT FOR REGISTRATION OF TRANSFER, EXCHANGE OR PAYMENT, AND ANY
CERTIFICATE ISSUED IS REGISTERED IN THE NAME OF CEDE & CO. OR SUCH OTHER NAME AS IS REQUESTED BY AN AUTHORIZED REPRESENTATIVE OF DTC (AND ANY PAYMENT IS MADE TO CEDE & CO., OR TO SUCH OTHER ENTITY AS IS REQUESTED BY AN AUTHORIZED
REPRESENTATIVE OF DTC), ANY TRANSFER, PLEDGE OR OTHER USE HEREOF FOR VALUE OR OTHERWISE BY OR TO ANY PERSON IS WRONGFUL INASMUCH AS THE REGISTERED OWNER HEREOF, CEDE & CO., HAS AN INTEREST HEREIN. 

TRANSFERS OF THIS GLOBAL SECURITY SHALL BE LIMITED TO TRANSFERS IN WHOLE, BUT NOT IN PART, TO NOMINEES OF DTC OR TO A SUCCESSOR THEREOF OR
SUCH SUCCESSOR’S NOMINEE AND TRANSFERS OF PORTIONS OF THIS GLOBAL SECURITY SHALL BE LIMITED TO TRANSFERS MADE IN ACCORDANCE WITH THE RESTRICTIONS SET FORTH IN THE INDENTURE REFERRED TO ON THE REVERSE HEREOF. 

[Restricted Notes Legend] 
 THE SECURITY (OR ITS
PREDECESSOR) EVIDENCED HEREBY WAS ORIGINALLY ISSUED IN A TRANSACTION EXEMPT FROM REGISTRATION UNDER SECTION 5 OF THE UNITED STATES SECURITIES ACT OF 1933, AS AMENDED (THE “SECURITIES ACT”), AND THE SECURITY EVIDENCED HEREBY MAY NOT BE
OFFERED, SOLD OR OTHERWISE TRANSFERRED IN THE ABSENCE OF SUCH REGISTRATION OR AN APPLICABLE EXEMPTION THEREFROM. EACH PURCHASER OF THE SECURITY EVIDENCED HEREBY IS HEREBY NOTIFIED THAT THE SELLER MAY BE RELYING ON THE EXEMPTION FROM THE PROVISIONS
OF SECTION 5 OF THE SECURITIES ACT PROVIDED BY RULE 144A THEREUNDER. THE HOLDER OF THE SECURITY EVIDENCED HEREBY AGREES FOR THE BENEFIT OF THE COMPANY THAT: 

(A) SUCH SECURITY MAY BE OFFERED, RESOLD, PLEDGED OR OTHERWISE TRANSFERRED, ONLY: 

(i) (a) TO A PERSON WHO THE SELLER REASONABLY BELIEVES IS A QUALIFIED INSTITUTIONAL BUYER (AS DEFINED IN RULE 144A UNDER THE SECURITIES
ACT) IN A TRANSACTION MEETING THE REQUIREMENTS OF RULE 144A, (b) IN A TRANSACTION MEETING THE REQUIREMENTS OF RULE 144 UNDER THE SECURITIES ACT, (c) OUTSIDE THE UNITED STATES TO A NON-U.S. PERSON IN
A TRANSACTION MEETING THE REQUIREMENTS OF RULE 903 OR 904 UNDER THE SECURITIES ACT, (d) TO AN INSTITUTIONAL “ACCREDITED INVESTOR” (AS DEFINED IN RULE 501(a)(1),(2),(3) OR (7) OF THE SECURITIES ACT (AN “INSTITUTIONAL
ACCREDITED INVESTOR”)) THAT, PRIOR TO SUCH TRANSFER, FURNISHES THE TRUSTEE A SIGNED LETTER CONTAINING CERTAIN REPRESENTATIONS AND AGREEMENTS (THE FORM OF WHICH CAN BE OBTAINED FROM THE TRUSTEE) AND, IF SUCH TRANSFER IS IN RESPECT OF AN
AGGREGATE PRINCIPAL AMOUNT OF NOTES LESS THAN $250,000, AN OPINION OF COUNSEL ACCEPTABLE TO THE COMPANY THAT SUCH TRANSFER IS IN COMPLIANCE WITH THE SECURITIES ACT, OR (e) IN ACCORDANCE WITH ANOTHER EXEMPTION FROM THE REGISTRATION REQUIREMENTS
OF THE SECURITIES ACT (AND BASED UPON AN OPINION OF COUNSEL AND OTHER CERTIFICATIONS AND DOCUMENTS IF THE COMPANY SO REQUESTS), 

  
 A-1 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 (ii) TO THE COMPANY, OR 

(iii) PURSUANT TO AN EFFECTIVE REGISTRATION STATEMENT 

AND, IN EACH CASE, IN ACCORDANCE WITH ANY APPLICABLE SECURITIES LAWS OF ANY STATE OF THE UNITED STATES OR ANY OTHER APPLICABLE JURISDICTION AND IN EACH CASE
SUBJECT TO ANY REQUIREMENT OF LAW THAT THE DISPOSITION OF THIS SECURITY BY THE HOLDER OR BY ANY INVESTOR ACCOUNT OR ACCOUNTS BE AT ALL TIMES WITHIN ITS OR THEIR CONTROL; AND 

(B) THE HOLDER WILL, AND EACH SUBSEQUENT HOLDER IS REQUIRED TO, NOTIFY ANY PURCHASER FROM IT OF THE SECURITY EVIDENCED HEREBY OF THE RESALE
RESTRICTIONS SET FORTH IN (A) ABOVE. 
 THIS SECURITY MAY NOT BE ACQUIRED OR HELD WITH THE ASSETS OF (I) AN “EMPLOYEE BENEFIT
PLAN” (AS DEFINED IN SECTION 3(3) OF THE EMPLOYEE RETIREMENT INCOME SECURITY ACT OF 1974, AS AMENDED (“ERISA”)) THAT IS SUBJECT TO ERISA, (II) A “PLAN” WHICH IS SUBJECT TO SECTION 4975 OF THE INTERNAL REVENUE CODE OF
1986, AS AMENDED (THE “CODE”), (III) ANY ENTITY DEEMED UNDER ERISA TO HOLD “PLAN ASSETS” OF ANY OF THE FOREGOING BY REASON OF AN EMPLOYEE BENEFIT PLAN’S OR PLAN’S INVESTMENT IN SUCH ENTITY, OR (IV) A GOVERNMENTAL
PLAN OR CHURCH PLAN SUBJECT TO APPLICABLE LAW THAT IS SIMILAR IN PURPOSE OR EFFECT TO THE FIDUCIARY RESPONSIBILITY OR PROHIBITED TRANSACTION PROVISIONS OF ERISA OR SECTION 4975 OF THE CODE (“SIMILAR LAW”), UNLESS THE ACQUISITION AND
HOLDING OF THIS SECURITY (AND ANY EXCHANGE OF THE NOTE FOR AN EXCHANGE NOTE) BY THE PURCHASER OR TRANSFEREE, THROUGHOUT THE PERIOD THAT IT HOLDS THIS SECURITY, ARE EXEMPT FROM THE PROHIBITED TRANSACTION RESTRICTIONS UNDER ERISA AND SECTION 4975 OF
THE CODE OR ANY PROVISIONS OF SIMILAR LAW, AS APPLICABLE, PURSUANT TO ONE OR MORE PROHIBITED TRANSACTION STATUTORY OR ADMINISTRATIVE EXEMPTIONS. BY ITS ACQUISITION OR HOLDING OF THIS SECURITY, EACH PURCHASER AND TRANSFEREE WILL BE DEEMED TO HAVE
REPRESENTED AND WARRANTED THAT THE FOREGOING REQUIREMENTS HAVE BEEN SATISFIED. 
 [Definitive Notes Legend] 

IN CONNECTION WITH ANY TRANSFER, THE HOLDER WILL DELIVER TO THE REGISTRAR AND TRANSFER AGENT SUCH CERTIFICATES AND OTHER INFORMATION AS SUCH
TRANSFER AGENT MAY REASONABLY REQUIRE TO CONFIRM THAT THE TRANSFER COMPLIES WITH THE FOREGOING RESTRICTIONS. 

  
 A-2 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 [Temporary Regulation S Legend] 

THE RIGHTS ATTACHING TO THIS REGULATION S TEMPORARY GLOBAL NOTE, AND THE CONDITIONS AND PROCEDURES GOVERNING ITS EXCHANGE FOR DEFINITIVE NOTES, ARE AS
SPECIFIED IN THE INDENTURE (AS DEFINED HEREIN). 

  
 A-3 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 [FORM OF FACE OF INITIAL NOTE] 

 

			
	 No.
	  	$                        

 5.00% Senior Notes due 2025 

CUSIP No. [             ] 

ISIN No. [             ] 

LEVI STRAUSS & CO., a Delaware corporation, promises to pay to Cede & Co., or registered assigns, the principal sum of
[             ] Dollars ($             ) on May 1, 2025. 

Interest Payment Dates: May 1 and November 1. 

Record Dates: April 15 and October 15. 

  
 A-1-3 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 IN WITNESS WHEREOF, the parties have caused this instrument to be duly executed. 

 

			
	LEVI STRAUSS & CO.
		
	By:	 	  

		 	Name: Harmit Singh
		 	 Title: Executive Vice President and Chief

        Financial Officer

		
	By:	 	  

		 	Name: Johan Nystedt
		 	Title: Vice President and Global Treasurer

  

			
	 TRUSTEE’S CERTIFICATE OF

AUTHENTICATION

		
	Dated:	 	  

	
	 WELLS FARGO BANK,

NATIONAL ASSOCIATION,
  

as Trustee, certifies that this is one of the Notes referred to in the Indenture.

		
	By:	 	  

		 	Authorized Signatory

  
 A-1-4 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 [FORM OF REVERSE SIDE OF NOTE] 

5.00% Senior Notes due 2025 
  

	1.	 Interest 

(a) LEVI STRAUSS & CO., a Delaware corporation (such corporation, and its successors and assigns under the Indenture hereinafter
referred to, being herein called the “Company”), promises to pay interest on the principal amount of this 5.00% Senior Note due 2025 (this “Note” and, together with any other 5.00% Senior Notes due 2025, the “Notes”) at
the rate per annum shown above. The Company will pay interest semiannually on May 1 and November 1 of each year, commencing November 1, 2015. Interest on the Notes will accrue from the most recent date to which interest has been paid
or, if no interest has been paid, from April 27, 2015. Interest shall be computed on the basis of a 360-day year of twelve 30-day months. The Company shall pay
interest on overdue principal at the rate borne by the Notes plus 1% per annum, and it shall pay interest on overdue installments of interest at the rate borne by the Notes to the extent lawful. 

(b) Special Interest. The holder of this Note is entitled to the benefits under the terms of a Registration Rights Agreement, dated as of
April 27, 2015, among the Company and the Initial Purchasers named therein (the “Registration Rights Agreement”). 
  

	2.	 Method of Payment 

The Company will pay interest on the Notes (except defaulted interest) to the Persons who are registered Holders of Notes at the close of
business on the April 15 or October 15 next preceding the interest payment date even if Notes are canceled after the record date and on or before the interest payment date. Holders must surrender Notes to a Paying Agent to collect
principal payments. The Company will pay principal and interest in money of the United States of America that at the time of payment is legal tender for payment of public and private debts. Payments in respect of the Notes represented by a Global
Note (including principal, premium and interest) will be made by wire transfer of immediately available funds to the accounts specified by The Depository Trust Company. The Company will make all payments in respect of a Definitive Note (including
principal, premium and interest), by mailing a check to the registered address of each Holder thereof; provided, however, that payments on the Notes may also be made, in the case of a Holder of at least $1,000,000 aggregate principal
amount of Notes, by wire transfer to a U.S. dollar account maintained by the payee with a bank in the United States if such Holder elects payment by wire transfer by giving written notice to the Trustee or the Paying Agent to such effect designating
such account no later than 30 days immediately preceding the relevant due date for payment (or such other date as the Trustee may accept in its discretion). 
  

	3.	 Paying Agent and Registrar 

Initially, Wells Fargo Bank, National Association (the “Trustee”) will act as Paying Agent and Registrar. The Company may appoint
and change any Paying Agent, Registrar or co-registrar without notice. The Company or any of its domestically incorporated Wholly Owned Subsidiaries may act as Paying Agent, Registrar or co-registrar. 
  

	4.	 Indenture 

The Company issued the Notes under an Indenture dated as of April 27, 2015 (the “Indenture”), between the Company and the
Trustee. The terms of the Notes include those stated in the Indenture and those made part of the Indenture by reference to the Trust Indenture Act of 1939 (15 U.S.C. §§ 77aaa-77bbbb) as in effect on the date of the Indenture (the
“TIA”). Terms defined in the Indenture and not defined herein have the meanings ascribed thereto in the Indenture. The Notes are subject to all such terms, and Noteholders are referred to the Indenture and the TIA for a statement of those
terms. 

  
 A-1-5 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 The Indenture imposes certain limitations on the ability of the Company and its Restricted
Subsidiaries to, among other things, make certain Investments and other Restricted Payments, pay dividends and other distributions, incur Debt, enter into consensual restrictions upon the payment of certain dividends and distributions by such
Restricted Subsidiaries, issue or sell shares of capital stock of such Restricted Subsidiaries, enter into or permit certain transactions with Affiliates, create or incur Liens and make Asset Sales. The Indenture also imposes limitations on the
ability of the Company to consolidate or merge with or into any other Person or sell, transfer, assign, lease, convey or otherwise dispose of all or substantially all of the Property of the Company. 

 

	5.	 Optional Redemption 

(a) Except as set forth below, the Notes may not be redeemed prior to May 1, 2020. On and after that date, the Company may redeem the
Notes in whole at any time or in part from time to time at the following redemption prices (expressed in percentages of principal amount), plus accrued and unpaid interest, if any, to the redemption date (subject to the right of Holders of record on
the relevant record date to receive interest due on the relevant interest payment date that is on or prior to the date of redemption), if redeemed during the 12-month period beginning on or after May 1 of
the years set forth below: 
  

					
	 Period
	  	Redemption Price	 
	 2020
	  	 	102.500	% 
	 2021
	  	 	101.667	% 
	 2022
	  	 	100.833	% 
	 2023 and thereafter
	  	 	100.000	% 

 (b) Notwithstanding the foregoing, prior to May 1, 2018 the Company may redeem up to 40% of the original
aggregate principal amount of the Notes issued (including additional Initial Notes, if any) with the proceeds from one or more Equity Offerings by the Company, at a redemption price equal to 105.00% of the principal amount thereof, plus accrued and
unpaid interest thereon, if any, to the redemption date (subject to the right of Holders of record on the relevant record date to receive interest due on the relevant interest payment date that is on or prior to the date of redemption);
provided, however, that after giving effect to any such redemption, at least 60% of the original aggregate principal amount of the Notes (including additional Initial Notes, if any) remains outstanding. Any such redemption shall be
made within 90 days of such Equity Offering upon not less than 30 nor more than 60 days’ prior notice. 
 (c) Notwithstanding the
foregoing, the Company may redeem all or any portion of the Notes, at once or over time, prior to May 1, 2020, at a redemption price equal to the sum of: 

(a) 100% of the principal amount of the Notes to be redeemed, plus 

(b) the Applicable Premium, 
 plus accrued and
unpaid interest, if any, to the redemption date (subject to the right of holders of record on the relevant record date to receive interest due on the relevant interest payment date). 

In connection with any redemption of Notes described above, such redemption may, at the Company’s discretion, be subject to one or more
conditions precedent, including any related Equity Offering, issuance of Debt or other transaction. If such redemption or notice is subject to satisfaction of one or more conditions precedent, such notice shall state that, in the Company’s
discretion, such redemption may not occur and such notice may be rescinded in the event that any or all of such conditions shall not have been satisfied by the redemption date. 

  
 A-1-6 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 “Applicable Premium” means with respect to any Note on any redemption date,
the excess of (i) the present value on such redemption date of (A) the redemption price of such Note on May 1, 2020 (such redemption price being described in the table appearing in clause (a) of this paragraph 5 exclusive of any
accrued interest), plus (B) all required remaining scheduled interest payments due on such Note through May 1, 2020 (including any accrued and unpaid interest) computed using a discount rate equal to the Treasury Rate plus 50 basis points,
over (ii) the principal amount of such Note. 
 “Comparable Treasury Issue” means the United States Treasury security
selected by an Independent Investment Banker as having a maturity most nearly equal to the period from the redemption date to May 1, 2020, at the time of selection and in accordance with customary financial practice, in pricing new issues of
corporate debt securities of comparable maturity. “Independent Investment Banker” means one of the Reference Treasury Dealers appointed by the Trustee after consultation with the Company. 

“Comparable Treasury Price” means, with respect to any redemption date: 

(a) the average of the bid and asked prices for the Comparable Treasury Issue (expressed in each case as a percentage of its
principal amount) on the third Business Day preceding such redemption date, as set forth in the most recently published statistical release designated “H.15 (519)” (or any successor release) published by the Board of Governors of the
Federal Reserve System and which establishes yields on actively traded United States treasury securities adjusted to constant maturity under the caption “Treasury Constant Maturities,” or 

(b) if such release (or any successor release) is not published or does not contain such prices on such Business Day, the
average of the Reference Treasury Dealer Quotations for such redemption date. 
 “Reference Treasury Dealer” means Merrill
Lynch, Pierce, Fenner & Smith Incorporated, J.P. Morgan Securities LLC and one other financial institution chosen by the Company and their respective successors; provided, however, that if any of the foregoing shall cease to
be a primary U.S. Government securities dealer in New York City (a “Primary Treasury Dealer”), the Company shall substitute therefor another Primary Treasury Dealer. 

“Reference Treasury Dealer Quotations” means, with respect to each Reference Treasury Dealer and any redemption date, the
average, as determined by the Company or Reference Treasury Dealer, of the bid and asked prices for the Comparable Treasury Issue (expressed in each case as a percentage of its principal amount) quoted in writing to the Company by such Reference
Treasury Dealer at 5:00 p.m. on the third Business Day preceding such redemption date. 
 “Treasury Rate” means, with
respect to any redemption date, the rate per annum equal to the yield to maturity of the Comparable Treasury Issue, compounded semi-annually, assuming a price for such Comparable Treasury Issue (expressed as a percentage of its principal amount)
equal to the Comparable Treasury Price for such redemption date. 

  
 A-1-7 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

	6.	 Notice of Optional Redemption 

Notice of redemption will be mailed by first-class mail and in the case of Notes held in book entry form, by electronic transmission at least
30 days but not more than 60 days before the redemption date to each Holder of Notes to be redeemed at his or her registered address. Any notice to Holders of Notes of such redemption pursuant to clause (c) in paragraph 5 needs to include the
appropriate calculation of the redemption price, but does not need to include the redemption price itself. The actual redemption price, calculated as described in such clause (c), must be set forth in an Officers’ Certificate delivered to the
Trustee no later than two Business Days prior to the redemption date. Notes in denominations larger than $2,000 may be redeemed in part but only in whole multiples of $1,000. If money sufficient to pay the redemption price of and accrued interest on
all Notes (or portions thereof) to be redeemed on the redemption date is deposited with the Paying Agent on or before the redemption date and certain other conditions are satisfied, on and after such date interest ceases to accrue on such Notes (or
such portions thereof) called for redemption. 
  

	7.	 Sinking Fund 

The Notes are not subject to any sinking fund. 
  

	8.	 Repurchase of Notes at the Option of Holders upon Change of Control 

Upon a Change of Control, unless the Company has exercised its right, if any, to redeem the Notes in full, any Holder of Notes will have the
right, subject to certain conditions specified in the Indenture, to cause the Company to repurchase all or any part of the Notes of such Holder at a purchase price equal to 101% of the principal amount of the Notes to be repurchased plus accrued and
unpaid interest, if any, to the date of purchase (subject to the right of Holders of record on the relevant record date to receive interest due on the relevant interest payment date that is on or prior to the date of purchase) as provided in, and
subject to the terms of, the Indenture. 
  

	9.	 Denominations; Transfer; Exchange 

The Notes are in registered form without coupons, in denominations of $2,000 and integral multiples of $1,000 in excess thereof. A Holder may
transfer or exchange Notes in accordance with the Indenture. Upon any transfer or exchange, the Registrar and the Trustee may require a Holder, among other things, to furnish appropriate endorsements or transfer documents and to pay any taxes
required by law or permitted by the Indenture. The Registrar need not register the transfer of or exchange any Notes selected for redemption (except, in the case of a Note to be redeemed in part, the portion of the Note not to be redeemed) or to
transfer or exchange any Notes for a period of 15 days prior to a selection of Notes to be redeemed or 15 days before an interest payment date. 
  

	10.	 Persons Deemed Owners 

The registered Holder of this Note may be treated as the owner of it for all purposes. 

 

	11.	 Unclaimed Money 

If money for the payment of principal or interest remains unclaimed for two years, or prior to the applicable escheat date, the Trustee or
Paying Agent shall pay the money back to the Company at its written request unless an abandoned property law designates another Person. After any such payment, Holders entitled to the money must look only to the Company and not to the Trustee for
payment. 
  

	12.	 Discharge and Defeasance 

Subject to certain conditions, the Company at any time may terminate some of or all its obligations under the Notes and the Indenture if the
Company deposits with the Trustee money in U.S. dollars or U.S. Government Obligations for the payment of principal and interest Notes (including premium, if any) on the Notes, in each case to redemption or maturity. 

  
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 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

	13.	 Amendment, Waiver 

Subject to certain exceptions set forth in the Indenture, (i) the Indenture or the Notes may be amended without prior notice to any
Noteholder but with the written consent of the Holders of at least a majority in aggregate principal amount of the outstanding Notes and (ii) any default or noncompliance with any provision may be waived with the written consent of the Holders
of at least a majority in principal amount of the outstanding Notes. Subject to certain exceptions set forth in the Indenture, without the consent of any Holder of Notes, the Company and the Trustee may amend the Indenture or the Notes (i) to
cure any ambiguity, omission, defect or inconsistency, as evidenced in an Officers’ Certificate; (ii) to comply with Article V of the Indenture; (iii) to provide for uncertificated Notes in addition to or in place of certificated
Notes; (iv) to add Guarantees with respect to the Notes; (v) to secure the Notes, to add additional covenants or to surrender rights and powers conferred on the Company; (vi) to comply with the requirements of the SEC in order to
effect or maintain the qualification of the Indenture under the TIA; (vii) to evidence and provide for the acceptance of appointment by a successor trustee; (viii) to make any change that does not adversely affect the rights of any
Noteholder in any material respect; or (ix) to provide for the issuance of additional Notes in accordance with the Indenture. 
  

	14.	 Defaults and Remedies 

If an Event of Default occurs and is continuing, the Trustee or the Holders of at least 25% in aggregate principal amount of Notes then
outstanding, subject to certain limitations, may declare all the Notes to be immediately due and payable. Certain events of bankruptcy or insolvency are Events of Default and shall result in the Notes being immediately due and payable upon the
occurrence of such Events of Default without any further act of the Trustee or any Holder. 
 Holders of Notes may not enforce the Indenture
or the Notes except as provided in the Indenture. The Trustee may refuse to enforce the Indenture or the Notes unless it receives indemnity or security reasonably satisfactory to it. Subject to certain limitations, Holders of a majority in aggregate
principal amount of the Notes then outstanding may direct the Trustee in its exercise of any trust or power under the Indenture. The Holders of a majority in aggregate principal amount of the Notes then outstanding, by written notice to the Company
and the Trustee, may rescind any declaration of acceleration and its consequences if the rescission would not conflict with any judgment or decree, and if all existing Events of Default have been cured or waived except nonpayment of principal or
interest that has become due solely because of the acceleration. 
  

	15.	 Trustee Dealings with the Company 

Subject to certain limitations imposed by the TIA, the Trustee under the Indenture, in its individual or any other capacity, may become the
owner or pledgee of Notes and may otherwise deal with and collect obligations owed to it by the Company or its Affiliates and may otherwise deal with the Company or its Affiliates with the same rights it would have if it were not Trustee. 

 

	16.	 No Recourse Against Others 

A director, officer, employee or stockholder, as such, of the Company shall not have any liability for any obligations of the Company under
the Notes or the Indenture or for any claim based on, in respect of or by reason of such obligations or their creation. By accepting a Note, each Noteholder waives and releases all such liability. The waiver and release are part of the consideration
for the issue of the Notes. 

  
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 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

	17.	 Authentication 

This Note shall not be valid until an authorized signatory of the Trustee (or an authenticating agent) manually signs the certificate of
authentication on the other side of this Note. 
  

	18.	 Abbreviations 

Customary abbreviations may be used in the name of a Noteholder or an assignee, such as TEN COM (=tenants in common), TEN ENT (=tenants by the
entireties), JT TEN (=joint tenants with rights of survivorship and not as tenants in common), CUST (=custodian), and U/G/M/A (=Uniform Gift to Minors Act). 
  

	19.	 Governing Law 

THIS NOTE SHALL BE GOVERNED BY, AND CONSTRUED IN ACCORDANCE WITH, THE LAWS OF THE STATE OF NEW YORK BUT WITHOUT GIVING EFFECT TO APPLICABLE
PRINCIPLES OF CONFLICTS OF LAW TO THE EXTENT THAT THE APPLICATION OF THE LAWS OF ANOTHER JURISDICTION WOULD BE REQUIRED THEREBY. 
  

	20.	 CUSIP Numbers 

Pursuant to a recommendation promulgated by the Committee on Uniform Security Identification Procedures, the Company has caused CUSIP numbers
to be printed on the Notes and has directed the Trustee to use CUSIP numbers in notices of redemption as a convenience to Noteholders. To the extent such numbers have been issued, the Company has caused ISIN and Common Code numbers to be similarly
printed on the Notes and has similarly instructed the Trustee. No representation is made as to the accuracy of such numbers either as printed on the Notes or as contained in any notice of redemption and reliance may be placed only on the other
identification numbers placed thereon. 
 The Company will furnish to any Holder of Notes upon written request and without charge to the
Holder a copy of the Indenture which has in it the text of this Note. 

  
 A-1-10 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 LEVI STRAUSS & CO. 5.00% SENIOR NOTES DUE 2025 ASSIGNMENT FORM 

To assign this Note, fill in the form below: 
 I or we assign
and transfer this Note to 
  
  

(Print or type assignee’s name, address and zip code) 
  

 
 (Insert assignee’s soc. sec. or
tax I.D. No.) 
 and irrevocably appoint agent to transfer this Note on the books of the Company. The agent may substitute another to act for him. 

 

							
	Date:                     	  	                    	  	Your Signature:	  	  

		  		  		  	Sign exactly as your name appears on the other side of this Note.

 In connection with any transfer of any of the Notes evidenced by this certificate occurring while this Note is a Transfer
Restricted Note, the undersigned confirms that such Notes are being transferred in accordance with its terms: 
 CHECK ONE BOX BELOW 

 

					
	(1)	  	☐	  	To the Company; or
			
	(2)	  	☐	  	Pursuant to an effective registration statement under the Securities Act of 1933; or
			
	(3)	  	☐	  	Inside the United States to a “qualified institutional buyer” (as defined in Rule 144A under the Securities Act of 1933) that purchases for its own account or for the account of a qualified institutional buyer to whom
notice is given that such transfer is being made in reliance on Rule 144A, in each case pursuant to and in compliance with Rule 144A under the Securities Act of 1933; or
			
	(4)	  	☐	  	Outside the United States in an offshore transaction within the meaning of Regulation S under the Securities Act in compliance with Rule 904 under the Securities Act of 1933; or
			
	(5)	  	☐	  	To an institutional “accredited investor” (as defined in Rule 501(a)(1), (2), (3) and (7) under the Securities Act of 1933) that has furnished to the Trustee a signed letter containing certain representations and
agreements (the form of which letter can be obtained from the Trustee or the Company); or
			
	(6)	  	☐	  	Pursuant to another available exemption from registration provided by Rule 144 under the Securities Act of 1933

  
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 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 Unless one of the boxes is checked, the Trustee will refuse to register any of the Notes evidenced by this
certificate in the name of any person other than the registered holder thereof; provided, however, that if box (4), (5) or (6) is checked, the Trustee may require, prior to registering any such transfer of the Notes, such legal
opinions, certifications and other information as the Company has reasonably requested to confirm that such transfer is being made pursuant to an exemption from, or in a transaction not subject to, the registration requirements of the Securities Act
of 1933. 
  

	
	  

	Your Signature

  

									
	Signature Guarantee:	  	
                          
                                         
                                         
        
 Signature must be guaranteed by a participant in a recognized signature

guaranty medallion program or other signature guarantor acceptable to

the Trustee

			
	Date:
                                         
   	  	                                    	  	  

		  	                        	  		  	Signature of Signature Guarantee

  
 A-1-12 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 TO BE COMPLETED BY PURCHASER IF (3) ABOVE IS CHECKED. 

The undersigned represents and warrants that it is purchasing this Note for its own account or an account with respect to which it exercises
sole investment discretion and that it and any such account is a “qualified institutional buyer” within the meaning of Rule 144A under the Securities Act of 1933, and is aware that the sale to it is being made in reliance on Rule 144A and
acknowledges that it has received such information regarding the Company as the undersigned has requested pursuant to Rule 144A or has determined not to request such information and that it is aware that the transferor is relying upon the
undersigned’s foregoing representations in order to claim the exemption from registration provided by Rule 144A. 
  

					
	Dated:                     	  	                        	  	  

		  		  	NOTICE: To be executed by an executive officer

  
 A-1-13 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 [TO BE ATTACHED TO GLOBAL NOTES] 

SCHEDULE OF INCREASES OR DECREASES IN GLOBAL NOTE 

The initial principal amount of this Global Note is $[             ]. The
following increases or decreases in this Global Note have been made: 
  

									
	 Date of Exchange
	  	Amount of decrease in
Principal Amount of this
Global Note	  	Amount of increase in
Principal Amount of this
Global Note	  	Principal amount of this
Global Note following such
decrease or increase	  	Signature of authorized
signatory of Trustee or Notes
Custodian

  
 A-1-14 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 LEVI STRAUSS & CO. 5.00% SENIOR NOTES DUE 2025 

OPTION OF HOLDER TO ELECT PURCHASE 

If you want to elect to have this Note purchased by the Company pursuant to Section 4.07 (Asset Sale) or 4.12 (Change of Control) of the
Indenture, check the box: 
  
 ☐ 

If you want to elect to have only part of this Note purchased by the Company pursuant to Section 4.07 or 4.12 of the Indenture, state the
amount: 
 $ 
  

											
	Date:
                                         
   	  	Your Signature:	  	  

		  		  		  		  	(Sign exactly as your name appears on the other side of the Note)
	Signature Guarantee:	  	  
	  	                    	  	
		  		  	Signature must be guaranteed by a participantin a recognized signature guaranty medallionprogram or other signature guarantor acceptableto the Trustee	  	

  
 A-1-15 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 EXHIBIT B 

Form of 
 Transferee Letter of
Representation 
 Levi Strauss & Co. 
 In care of

 Wells Fargo Bank, National Association, as Trustee 
 608 2nd
Avenue South, 12th Floor 
 Minneapolis, MN 55402 
 Facsimile:
(866) 969-1290 
 Attention of: Bondholder Communications 

Ladies and Gentlemen: 
 This certificate is
delivered to request a transfer of $[ ] principal amount of the 5.00% Senior Notes due 2025 [CUSIP Number] (the “Notes”) of LEVI STRAUSS & CO. (the “Company”). 

Upon transfer, the Notes would be registered in the name of the new beneficial owner as follows: 

Name:
                                         
                                

Address:
                                         
                            

Taxpayer ID Number:
                                         
      
 The undersigned represents and warrants to you that: 

1. We are an institutional “accredited investor” (as defined in Rule 501(a)(1), (2), (3) or (7) under the Securities Act of
1933, as amended (the “Securities Act”)), purchasing for our own account or for the account of such an institutional “accredited investor,” and we are acquiring the Notes not with a view to, or for offer or sale in connection
with, any distribution in violation of the Securities Act. We have such knowledge and experience in financial and business matters as to be capable of evaluating the merits and risks of our investment in the Notes, and we invest in or purchase notes
similar to the Notes in the normal course of our business. We, and any accounts for which we are acting, are each able to bear the economic risk of our or its investment. 

2. We understand that the Notes have not been registered under the Securities Act and, unless so registered, may not be sold except as
permitted in the following sentence. We agree on our own behalf and on behalf of any investor account for which we are purchasing Notes to offer, sell or otherwise transfer such Notes prior to the date that is two years after the later of the date
of original issue and the last date on which the Company or any affiliate of the Company was the owner of such Notes (or any predecessor thereto) (the “Resale Restriction Termination Date”) only (a) to the Company, (b) pursuant
to a registration statement that has been declared effective under the Securities Act, (c) in a transaction complying with the requirements of Rule 144A under the Securities Act (“Rule 144A”), to a person we reasonably believe is a
qualified institutional buyer under Rule 144A (a “QIB”) that is purchasing for its own account or for the account of a QIB and to whom notice is given that the transfer is being made in reliance on Rule 144A, (d) pursuant to offers
and sales that occur outside the United States within the meaning of Regulation S under the Securities Act, (e) to an institutional “accredited investor” within the meaning of Rule 501(a)(1), (2), (3) or (7) under the Securities
Act that is purchasing for its own account or for the account of such an institutional “accredited investor,” or (f) pursuant to any other available exemption from the registration requirements of the Securities Act, subject in each
of the foregoing cases to any requirement of law that the 

  
 B-1 

  

 Confidential Treatment Requested by Levi Strauss & Co. 

Pursuant to 17 C.F.R. Section 200.83 
  

 
disposition of our property or the property of such investor account or accounts be at all times within our or their control and in compliance with any applicable state securities laws. The
foregoing restrictions on resale will not apply subsequent to the Resale Restriction Termination Date. If any resale or other transfer of the Notes is proposed to be made pursuant to clause (e) above prior to the Resale Restriction Termination
Date, the transferor shall deliver a letter from the transferee substantially in the form of this letter to the Company and the Trustee, which shall provide, among other things, that the transferee is an institutional “accredited investor”
within the meaning of Rule 501(a)(1), (2), (3) or (7) under the Securities Act and that it is acquiring such Notes for investment purposes and not for distribution in violation of the Securities Act. Each purchaser acknowledges that the Company
and the Trustee reserve the right prior to the offer, sale or other transfer prior to the Resale Restriction Termination Date of the Notes pursuant to clause (d), (e) or (f) above to require the delivery of an opinion of counsel, certifications
or other information satisfactory to the Company and the Trustee. 
  

			
	TRANSFEREE:	 	
                     
                                         
      ,

  

			
	By:	 	  

  
 B-2

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