Document:

Exhibit 10.2

AMENDMENT # 2   TO MASTER PROFESSIONAL SERVICES AGREEMENT Reference: CITI-CONTRACT-14084-   2015 Effective Date: 1st May 2017 Party: SERVICE PROVIDER CLIENT Name:   Polaris Consulting & Services Limited Citigroup Technology, Inc. Address:   # 34, IT Highway, Navallur, Chennai – 600 130, Tamilnadu, India 111 Wall   Street, 7th Floor New York, NY 10005 Incorporation: India Delaware Name:   Virtusa Corporation Address: 2000 West Park Drive Westborough MA 01581   Incorporation: Delaware Background: I. Polaris Consulting & Services   limited (“Service Provider”) and Citigroup Technology, Inc. (“Client”)   previously entered into a Master Professional Services Agreement dated 1st   July 2015 (including any previous addendum, amendment, supplemental agreement   or renewal of the same, collectively “Master Agreement”). II. Service   Provider and Client shall jointly be referred to as “the Parties”. III. The   Parties agree to amend the terms of the Master Agreement as set out herein.   IN CONSIDERATION of the mutual covenants and undertakings contained in the   Master Agreement and in this Amendment, and intending to be legally bound,   Service Provider and Client agree as follows: 1. COUNTRY ADDENDA 1.1 The   country-specific Schedules A to S in Appendix 3.3.1 to the Master Professional   Services Agreement dated 1 July 2015 shall be deleted and replaced in their   entirety with the revised Asia Pacific Country Schedules (Master Version 6.1   dated 23 March 2017), 1

    

 

attached to   this Amendment. 2. NO OTHER CHANGES 2.1 Other than the amendments expressly   set forth herein, all other provisions of the Master Agreement shall remain   unmodified and shall continue to be valid and fully binding and enforceable   as they exist as of the date hereof, IN WITNESS WHEREOF, the Parties hereto,   through their duly authorized officers, have executed this Amendment as of   the Effective Date designated above. Service Provider: Client: Polaris   Consulting & Services Limited Citigroup Technology, Inc. By: /s/ NM.   Vaidyanathan By: Brian Hagen Name: NM. Vaidyanathan Name: Director Title:   Chief Financial Officer Title: Enterprise Supply Chain Asia Pacific Date:   25-04-2017 Date: 15/5/17 Virtusa Corporation By: /s/ Paul D. Tutun Name: Paul   D. Tutun Title: EVP: GENERAL COUNSEL Date: 5/4/17 2

    

 

Local Country   Addenda Legal and Regulatory Requirements - Asia Pacific (LCA Master Version   6.1 - Date: 23 March 2017) INDEX Schedule Country Version Effective Date Page   No. A AUSTRALIA 3 12 May 2016 Revalidated 9 January 2017 3 B BANGLADESH 2 14   February 2017 6 C CHINA 6 17 January 2017 8 D HONG KONG 3 26 October 2015 12   E INDIA 5 23 March 2017 21 F INDONESIA 3 17 February 2017 26 G JAPAN 3 6 June   2014 Revalidated: 10 January 2017 30 H KOREA 3 25 February 2016 Revalidated:   17 January 2017 38 I MACAU 2 22 March 2017 41 J MALAYSIA 6 11 January 2017 42   K NEW ZEALAND 2 18 January 2017 48 L PHILIPPINES 2 30 April 2015 Revalidated:   9 January 2017 51 M SINGAPORE 6 17 October 2016 Revalidated: 23 January 2017   54 N SRI LANKA 3 15 February 2017 64 1 

    

 

O TAIWAN 7 17   January 2017 67 P THAILAND 2 Revalidated: 18 January 2017 76 Q VIETNAM 6 23   March 2017 77 2 

    

 

SCHEDULE A —   AUSTRALIA LAW REQUIREMENTS (Version 3 — 12 May 2016; revalidated 9 January   2017) A. CONTINGENCY PLAN/CONTINUITY OF BUSINESS The Supplier must maintain a   Business Continuity Plan. The Business Continuity Plan must enable the   Supplier to provide the Services and comply with the terms of the Agreement,   notwithstanding an event that disrupts, impairs or prevents the Supplier from   otherwise providing the Services or complying with its obligations   thereunder. The Business Continuity Plan must include procedures to ensure   that the Supplier is able to provide the Services and otherwise comply with   its obligations under the Agreement, notwithstanding that an agent,   consultant or contractor of the Supplier is incapable of providing the   Services to the Supplier. The Business Continuity Plan must be: (a) based   upon a formal assessment of the applicable risks; (b) reviewed and updated on   a regular basis and at least annually; (c) tested at least annually; and (d)   subject to quality assurance review at least annually. B. APRA Where Citi is   supervised by the Australian Prudential Regulation Authority (“APRA”), APRA   may require information from Citi or the Supplier about the Services, the   Supplier or the Agreement. Subject to applicable law or authority in the country   in which it is based, the Supplier will give APRA any information relating to   the Agreement as soon as possible after Citi or APRA asks the Supplier to do   so. Unless prohibited by relevant law or legal authority, the Supplier will   promptly inform Citi as soon as practicable after APRA asks the Supplier to   provide information under this Section. The Supplier will permit APRA to   conduct any on-site visit of the Supplier’s premises that is necessary to   APRA’s role as prudential supervisor of Citi. If APRA notifies Citi of its   intention to conduct an on-site visit of the Supplier’s premises, Citi will   promptly notify the Supplier. Where APRA conducts an on-site visit of the   Supplier’s premises, the Supplier must not disclose or advertise that APRA   has conducted such a visit without the prior written consent of Citi. The   Supplier will use its best endeavours to satisfy APRA about any questions or   concerns it may raise about the Services. The Supplier agrees that the   existence of, and any information relating to, any investigation, question or   concern raised by APRA about the services provided by the Supplier to Citi or   in relation to Citi, is Confidential Information. C. DO NOT CALL REGISTER ACT   AND TELECOMMUNICATIONS ACT OBLIGATIONS Where telemarketing call services make   up any part of the Services provided by the Supplier to Citi under the   Agreement, the Supplier must comply with the: (i) Do Not Call Register Act   2006 (Cth); and (ii) Part 6 of the Telecommunications Act 1997 (Cth), and   take all reasonable steps to ensure that its employees, agents and   subcontractors comply with these Acts. Where fax marketing services make up   any part of the Services provided by you to Citigroup under the Agreement,   you must comply with Part 6 of the Telecommunications Act 1997 (Cth), and   take all reasonable steps to ensure that your Personnel comply with that Act.   D. PRIVACY The parties acknowledge and agree that: (a) Citi is subject to the   Privacy Act 1988 (Cth) including the Australian Privacy Principles (“APPs”);   3 

    

 

(b) the APPs   require that Citi shall ensure that any recipient of Personal Information   (defined below) handles such Personal Information in accordance with the   APPs: (c) the Supplier must:- a. only collect use and disclose Personal Information   strictly for the purpose for which that Personal Information was disclosed to   it; b. unless otherwise instructed by Citi, only store Personal Information   for the period necessary to fulfil that purpose and must destroy that   information when it is no longer required and upon request from Citi; c.   comply with any of Citi’s reasonable requests or directions in respect to the   Personal Information; d. protect Personal Information it holds from misuse,   interference and loss, as well as maintain/implement systems and processes to   ensure the security of personal information; e. reasonably assist Citi to   resolve any request for access, correction or a complaint in relation to   Personal Information; f. provide individuals with the right to access and   seek correction of Personal Information; g. promptly notify Citi if it is   aware of any misuse, interference and loss, unauthorised access, modification   or disclosure by itself or its personnel; h. only disclose Personal   Information to others in compliance with these requirements after obtaining   Citi’s consent and in accordance with any conditions Citi reasonably deems   fit to impose; i. allow Citi or any applicable regulatory body to audit the   Supplier’s compliance of these requirements and any records the Supplier holds   containing the Personal Information, subject to the Supplier’s obligations of   confidentiality to other parties and any other law or authority with   jurisdiction over Supplier; and j. comply with any additional reasonable   requirements notified to it by Citi from time to time in respect of Personal   Information. (d) For the avoidance of doubt, Personal Information is a form   of “Confidential Information” as defined in the Agreement; (e) For the   purposes of this section D, “Personal Information” means information or an   opinion about an identified individual, or an individual who is reasonably   identifiable: (a) whether the information or opinion is true or not; and (b)   whether the information or opinion is recorded in a material form or not. E.   TAXES Other than as specified below, the Supplier will be responsible for all   taxes of any kind in connection with the provision of Services under the   Agreement. For the purposes of this clause, “Consideration”, “Creditable   Acquisition”, “GST”, “Input Tax Credit”, “Recipient”, “Supply”, “Tax Invoice”   and “Taxable Supply” have the same meaning as in the GST Act. 1. This clause   applies if one party (the supplier) makes a Taxable Supply to another party   (the Recipient) and the Consideration for that Supply (apart from any payable   under this clause) is not expressed to be inclusive of GST. 2. If this clause   applies, the Recipient must pay the supplier an additional amount on account   of GST. 3. The additional amount payable on account of GST is, generally,   equal to the Consideration for that Supply (apart from any payable under this   clause) multiplied by the prevailing GST rate. 4. To the extent that the   Consideration for the Supply (other than that payable under this clause) is   payable as a reimbursement for an expense incurred by the supplier as a   result of a Creditable Acquisition it makes, the additional amount will be   calculated by: (i) first reducing the Consideration for that Creditable   Acquisition by any Input Tax Credit to which the supplier is entitled on   making the Creditable Acquisition; and 4 

    

 

(ii) then   applying the prevailing GST rate to that reduced amount. 5. The additional   amount is to be paid when the Recipient pays or provides any of the   Consideration for the Supply, provided always that such amount will only be   payable if a Tax Invoice for the Supply is provided to the Recipient. F.   LEGALLY REQUIRED DISCLOSURES Where the Supplier is required to disclose   Citi’s Confidential Information under any applicable law, regulation or an   order from a court, regulatory agency or other governmental authority having   competent jurisdiction, and is further required to notify Citi of the order,   the Supplier must promptly send a copy of the order and accompanying   documentation by facsimile transmission to the General Counsel, Citigroup Pty   Limited, +612 8225 5238. G. ADDITIONAL TERMINATION RIGHTS In addition to any   right available to Citi under the Agreement, Citi may terminate the Work   Order immediately upon the occurrence of an “Event of Default” by the Supplier.   Any right of termination will not limit Citi from exercising any other rights   or remedies it may have at law or in equity. For the purposes of this clause   F, “Event of Default” means the occurrence of any one of the following: (i) a   representation or warranty of the Supplier is false or misleading in any   material respect when it was made; (ii) the Supplier: a. suspends payment of   its debts generally; b. becomes insolvent within the meaning of the   Corporations Act 2001; c. enters into or resolve to enter into any   arrangement, composition or compromise with, or assignment for the benefit   of, its creditors or any class of them; d. has a receiver, receiver and   manager, controller, managing controller, administrator, official manager,   trustee of provisional or official liquidator appointed over its assets   and/or undertakings; or e. is the subject of an application that is filed or   an order that is made or a resolution that is passed for its winding up or   dissolution other than for the purposes of reconstruction or amalgamation. H.   SCOPE OF SERVICES Unless expressly stated in the Work Order, the Supplier   agrees that: (i) the Agreement and/or Work Order is not an exclusive   arrangement between Citi and the Supplier; (ii) Citi may purchase services   similar to the Services from other suppliers; and (iii) Citi does not commit   to purchase any volume or dollar amount of Services. I. GOVERNING LAW AND   JURISDICTION Notwithstanding any term to the contrary in the Agreement and/or   Addendum, the governing law and jurisdiction clause as it applies to Work   Orders entered into by Affiliates and branches of Citibank, NA located in   Australia, is varied as follows: “The validity of this Agreement as it   applies to the Work Order, the construction and enforcement of its terms, and   the interpretation of the rights and duties of the parties to the Work Order   shall be governed by the laws of New South Wales, Australia. The Parties to   the Work Order submit to the non-exclusive jurisdiction of the courts of New   South Wales and of the Commonwealth of Australia.” 5 

    

 

SCHEDULE B —   BANGLADESH LAW REQUIREMENTS (version 2 - 14 February 2017) A. GENERAL The   requirements set out hereunder which are imposed by the Bangladesh Bank (the   central bank of Bangladesh) and may change from time to time, including by   BRPD Circular No-02 dated 19 January 2015 attached hereto as Annexure A as a   reference, shall be applicable to the Services and the Deliverables under the   Agreement. B. AUDIT, INSPECTION AND MONITORING Supplier agrees that the   Services it performs and the Deliverables it provides are subject to   examination and regulation of the Bangladesh Bank or any competent court of   law, or other judicial, quasi-judicial, statutory, regulatory or supervisory   authority or any agent appointed by any of them. Citi shall be entitled to   access all books, records and information relevant to the activities of Supplier   in relation to Citi, and conduct audits thereof. Citi shall be entitled to   monitor continuously, and assess the performance of Supplier so that any   necessary corrective measures can be taken immediately. Supplier shall   provide all material and information in the form and format Citi may require.   Supplier confirms that it has all relevant approvals from all relevant   authorities and that no additional approval from anybody in any jurisdiction   will be required for Citi, Bangladesh regulators or anybody engaged/ approved   by Citi or the Bangladesh regulator for conducting any on-site/ off-site   audit, review or control activity. C. RESTRICTION ON TYPE OF SERVICES The   Services to be provided by Supplier are subject to the approval from the   Bangladesh Bank. Pursuant to Section 12 of the Bank Companies Act, 1991 and   BRPD Circular No-02 dated 19 January 2015, issued by the Banking Regulation   and Policy Department of the Bangladesh Bank, Citi shall not remove and/or   transfer any records and/or documents (including any information retained by   electronic means) relating to Citi’s business to a place outside Bangladesh,   without the prior permission in writing of the Bangladesh Bank. Similar   approvals may be required from other applicable regulatory authorities of   Citi. For example:Section 19 of The Securities and Exchange Ordinance, 1969,   Section 35 (e) (f) of The Merchant Banking Rules, Section 11 of The Custody   Rules 2003 restrict sharing customers’ information without approval of the   Bangladesh Securities and Exchange Commission. Supplier shall not allow   access to Citi’s data by any person other than those authorized by Citi.   Supplier shall contact Citi to confirm such authorization by Citi. Supplier   shall obtain consent from Citi for any sub-contracting or sub-outsourcing of   6 

    

 

the activities   to be carried out by Supplier in relation to Citi, or for making any direct   contact with a customer of Citi. D. RESTRICTION ON THE REMOVAL/TRANSFER OF   CITI’S RECORDS/DOCUMENTS The Supplier and its Affiliates shall not transfer   and/or allow access to Citi’s records and/or documents (including any memory   dump), to any other party, outside the premises of the Supplier and its   Affiliates, without ensuring Citigroup standard information security measures   being in place. The Supplier shall inform Citi’s Branch Information Security   Officer (BISO) of such actions giving details of security measures taken. E.   RESTRICTION ON THE REMITTANCE OF FEES BY CITI Due to Section 5 of the Foreign   Exchange Regulation Act 1947, Citi shall not remit any fees or any other   payment to Supplier. Citi shall only make such payment if there is a specific   prior approval of the Bangladesh Bank. F. CONTINGENCY ARRANGEMENTS Supplier   shall establish and maintain appropriate contingency plans, including a plan   for disaster recovery and periodic testing of backup facilities. G.   INSOLVENCY AND MATERIAL CORPORATE CHANGE The Agreement shall be terminated in   the event of Supplier filing an application for being declared insolvent or   is adjudged insolvent by a competent authority. Any material change in the   corporate structure of Supplier must be notified to Citi. Annexure A:   Guidelines on Outsourcing Arrange 7 

    

 

SCHEDULE C —   CHINA LAW REQUIREMENTS (Version 6 — 17 January 2017) [NOTE: According to   China’s regulatory requirement on outsourcing, besides those provided in this   China Law Requirements, the following provisions shall also be covered by the   service contract, and please ensure they are so covered: (1) the scope and   standards of the outsourcing service; (2) the arrangements for the   confidentiality and safety of the outsourcing service; (3) the settlement   mechanism for the outsourcing disputes; and (4) the liabilities for breach of   contract. If the Master Agreement and/or the Work Order does not cover the   above provisions, it should be added to this Schedule of China Law   Requirements.] 1. Cooperation for Outsourcing Due Diligence Prior to the   outsourcing of any Services by Citi to Supplier, the Supplier shall   reasonably cooperate with Citi to fulfill all legal and regulatory   requirements in respect of the Services for the purpose of Citi’s due   diligence of the Supplier. 2. Audit and Inspection Right 2.1 Citi, its   auditors, or its authorized regulator shall have the right to audit the   Supplier to ensure compliance with the Master Agreement and/or the relevant   Work Order in relation to the Services. Supplier shall cooperate with Citi’s   internal and external auditors and regulators. Supplier shall keep complete   and accurate records of all of its work and expenses in providing the   Services to Citi for a period not less than two (2) years from the date which   the record was created or such other longer period as requested by Citi in   writing. 2.2 The Supplier shall require any subcontractor appointed (if   applicable) to also maintain complete and accurate records of all of its work   and expenses in relation to the Service subcontracted to it. Supplier shall   ensure and procure that these requirements are set forth in its arrangements   with any subcontractor. 2.3 The Supplier shall allow Citi, its auditors   and/or its regulators to (i) to obtain records and documents of transactions   and information of Citi given to, stored at or processed by Supplier, (ii)   access any report and findings made on the Supplier in conjunction with the   Services performed for Citi, (iii) access to the business premises of the   Supplier in the exercise of its rights herein; and (iv) inspect, examine and   audit the Supplier’s operations and records insofar as they are relevant to   the Services. 3. Cross-border Outsourcing1 3.1 For any cross-border   outsourcing, the Supplier shall be, and shall ensure its sub-contractor(s) be   in one of the countries or jurisdictions set forth in the attached Appendix   A, representing those countries or jurisdictions where the regulator(s) have   signed a memorandum of understanding or other agreement (the “MOU”) with PRC   banking regulators. No cross-border outsourcing shall take place in any   country or jurisdiction not listed in the attached Appendix A without the   prior written consent of Citi. 4. Controls 4.1 The Supplier shall regularly   report Service related matters to Citi in accordance with Citi’s reasonable   requirements. 1 This provision is only applicable when the Supplier is   incorporated outside of mainland China. 8 

    

 

 

4.2 The   Supplier shall promptly notify Citi of any issue which may affect the   provisions of the Services or of any problems, accidents or disruptions which   may have a material impact on the Services. 4.3 Except for the Services   provided in the Master Agreement and/or the relevant Work Order, the Supplier   shall not conduct any other activity in the name of Citi. 4.4 The Supplier   shall ensure that the software and/or hardware (if any) applied to the   Service shall not infringe upon any patent, copyright, trademark, trade   secret or other proprietary right of Citi and any third party. 4.5 The   Supplier shall logically segregate and separate its service resources related   to the Services provided to Citi from those of Supplier’s other clients or   customers, and ensure that only Citi has the highest access authority to   Citi’s business system and data. 5. Continuity of Business 5.1 The Supplier   and Citi shall each use reasonable efforts to develop, maintain and adhere to   a plan providing measures to be taken by the Supplier in the event of various   contingencies, in order to ensure the Supplier’s ability to continue   providing the Services. The Supplier’s established service continuity plans   and its agreed targets therein shall be consistently managed by Supplier, and   shall in all circumstances satisfy the requirements of business continuity of   Citi. 6. Termination 6.1 Where the Supplier is found to be unable to protect   Citi’s customer information or Citi’s customer rights are jeopardized due to   Supplier’s failure to protect Citi’s customer information, Citi shall have   the right, in addition to others rights or remedies that are available to   Citi under the Master Agreement and/or the Work Order and/or applicable law,   to terminate, with immediate effect upon notice, the services provided to or   for the benefit of Citi in the People’s Republic of China under any Work   Order or relevant agreement. 7. Transition Services 7.1 Upon the termination   of the Master Agreement and/or the relevant Work Order for any reason   whatsoever (including a default by either party), each party shall provide   such information, cooperation and assistance to the other party, as such   other party may reasonably request, to assure an orderly return or transfer   to the requesting party or its designee of all proprietary data (and related   records and files) materials and/or facilities (if any) of the requesting   party. 7.2 If the Master Agreement and/or the relevant Work Order is   terminated for any reason other than a circumstance which could expose the   Supplier to ongoing damages or liability, the Supplier shall provide such   assistance to Citi as Citi reasonably requests to transition to another   service provider of Citi’s choice, subject to Citi’s agreement to pay the   Supplier’s reasonable costs and expense for such transition assistance. 8.   Assignment and Subcontracting 8.1 The Supplier is prohibited from (i)   completely transferring/assigning or outsourcing all of the Services to a   third party and /or, (ii) sub-contracting any key part of the Services to a   third party. Additionally, the Supplier shall ensure that its   sub-contractor(s) does not further transfer/assign the sub-outsourced   business to any third party. 9 

    

 

8.2 If the   Services are sub-outsourced, the Supplier shall monitor the subcontractor and   shall, in accordance with the provisions of the Master Agreement and/or the   relevant Work Order, obtain prior approval from or provide notice to Citi   regarding the changes of subcontractor (if any). 8.3 All provisions of the   Master Agreement and/or the relevant Work Order shall be binding upon and   shall inure for the benefit of the Supplier and Citi and their legal   successors and permitted assigns. 9. Protection of Personal Information 9.1   Personal information relating to Citi’s customer shall include personal   financial information, which means the personal information obtained,   processed or stored by Citi through business operation or through access to   credit report systems, payment system and other systems, including the   following: (1) Personal identification information, including name, gender,   nationality, form of ID, ID number, expiration date of ID, occupation,   contact, marriage status, family information, residential address, work   address, photo, etc. (2) Personal property information, including income,   real estate ownership, vehicle ownership, tax amount, housing fund payment,   etc. (3) Personal account information, including account number, account   opening time, account opening bank, account balance, account transaction   information, etc. (4) Personal credit information, including credit card   repayment information, loan repayment information and other information   formed in personal economic activities which can reflect such person’s credit   condition. (5) Personal financial transaction information, including personal   information obtained, preserved or stored by Citi in its payment and   settlement, wealth management, security box businesses and the personal   information disclosed when Citi’s customer does business with insurance   company, security company, fund company and other third party institution   through Citi. (6) Derivative information, including personal consumption   habit, investment willingness, and other information derived from processing   and analyzing the original information which can reveal a person’s particular   features. (7) Other personal information obtained or stored through   establishment of business relationship with a person. (hereinafter called   “Personal Information”) 9.2 The Supplier agrees to take effective measure to   protect the Personal Information obtained through the provision of the   Service, ensure information security, confidentiality and avoid unauthorized   disclosure or misuse during the collection, transmission, processing, storage   and usage of such Personal Information. 9.3 The Supplier agrees not to send   Personal Information (which was obtained in China) outside of China, and   ensure the storage, processing and analysis of Personal Information is   conducted within China. 10 

    

 

9.4 Upon the   termination of the Master Agreement and/or the relevant Work Order, the   Supplier shall destroy or return to Citi, subject to Citi’s instruction, all   personal financial information of Citi’s customer obtained through providing   the Services to Citi.  10. Governing   Law and Jurisdiction  Where both Citi   and Supplier are entities incorporated in China, the governing law shall be   the PRC law, and all claims or disputes arising out of or in connection with   Master Agreement and/or the relevant Work Order shall be submitted to the PRC   court where Citi is located.  Appendix   A — Memorandum of Understanding List (As of June 2016)  MOU List as of June  30 2016.xlsx  11 

    

 

SCHEDULE D —   HONG KONG LAW REQUIREMENTS (Version 3 — 26 October 2015) [Note: it is assumed   that Services provided by the Supplier under the Agreement do not involve its   provision / marketing of banking services / product to customers, sale /   transfer of personal data or deployment of any online tracking (i.e.,   collection by website operators / owners of information regarding users’   online interaction with the websites). If the Services involve any of the   above, please contact Hong Kong legal counsel as additional provisions (such   as PDPO and the related Info Leaflet “Online Behavioural Tracking”) would   need to be incorporated into the Agreement.] Where Services and/or   Deliverables are provided by Supplier or its Affiliates (collectively,   “Supplier”) to or for the benefit of Citi and/or its Affiliates in Hong Kong,   this Schedule E shall be added to and deemed to be expressly incorporated   into the Agreement (and any work order or purchase order (as applicable,   “Work Order”) executed by Citi and/or its Affiliates for work to be performed   in Hong Kong): 1. Provision of Services and/or Deliverables. (a) During the   term of the Agreement, each Party shall designate their respective   representatives who will be the key contacts for coordinating management   meetings/visits and addressing issues relating to the Services and/or   Deliverables and such other arrangements or transactions as contemplated   under the Agreement. (b) Supplier agrees to participate in and report to Citi   on performance reviews to be conducted on a regular basis as reasonably   required by Citi. (c) Supplier shall render Services and/or furnish Deliverables   with due care according to its security and operation control process, which   are designed to ensure accuracy and timeliness on all its service delivery.   (d) Supplier shall ensure that any records and reports (including but not   limited to the invoices) in whatever form prepared by Supplier in accordance   with the Agreement and any of Citi’s Confidential Information shall be   subject to Citi’s document retention policy (a copy of which shall be   provided by Citi to Supplier). Such records, reports and information shall be   made available for Citi’s inspection at any time provided that sufficient   prior written notice shall be given to Supplier. (e) The Agreement shall be   reviewed and revised as needed by the parties on an annual basis. However, if   the Agreement is not reviewed and/or revised in a year, the then current   Agreement shall continue to apply. 2. Fees and Expenses. The fees charged by   the Supplier to Citi in respect of the provision of the Services and/or   Deliverables shall be reviewed and agreed by Supplier and Citi on an annual   basis. However, if such fees are not revised in a year, then the previously   agreed fees shall continue to apply. 3. Confidential Information. (a) Without   prejudice to the confidentiality provisions under the Agreement, the   Receiving Party may also disclose the Disclosing Party’s Confidential   Information to any relevant Affiliate which is bound to comply with the   obligations of confidentiality at least as stringent as those set forth in   the Agreement. 12 

    

 

(b) If the   Receiving Party shall be under a legal, regulatory, administrative or   judicial obligation to disclose any Confidential Information, such party   shall, where it is practical and legally able to do so, give the Disclosing   Party prompt notice thereof. (c) Supplier shall ensure that Citi’s   Confidential Information shall be segregated or compartmentalized from   Supplier’s own or its other customers’ Personal Information. (d) The   Receiving Party acknowledges and agrees that the unauthorized disclosure or   use of any Confidential Information of the Disclosing Party may cause   irreparable damage to such other party which could not be adequately   compensated by monetary damages. The Receiving Party, to the extent possible,   therefore authorizes the Disclosing Party to seek any temporary or permanent   injunctive relief necessary to prevent such disclosure or use, or threat of   disclosure or use, without proof of actual damages. The provisions of this   subsection shall survive the termination of the Agreement. (e) To the extent   that Supplier receives, obtains or generates Citi’s Confidential Information   as a result of the performance of its obligations under this Agreement, and   notwithstanding anything to the contrary contained in this Agreement,   Supplier agrees that it will, and will ensure that each of its Personnel   will, comply with the following requirements: (i) not disclose, transfer or   use any of Citi’s Confidential Information except to the extent necessary to   carry out its obligations under or permitted by this Agreement and for no   other purpose; (ii) not disclose or transfer any of Citi’s Confidential   Information to any third party, including, without limitation, its third   party service providers without the prior written consent of Citi and subject   to the further requirements of this section and (to the extent Citi’s   Confidential Information constitutes Personal Data (as defined below))   Section 4; (iii) host and use Citi’s Confidential Information only in Hong   Kong and not export or transmit Citi’s Confidential Information to any other   jurisdiction without the prior written consent of Citi; (iv) employ   appropriate administrative, technical and physical safeguards to prevent   unauthorized or accidental access, disclosure, transfer, processing, erasure,   loss or use of Citi’s Confidential Information received by it. (v) comply   with all the obligations of confidentiality at least as stringent as those   applicable to Supplier and all applicable rules and regulations concerning   confidentiality to ensure that Citi’s Confidential Information is protected   against unauthorized or accidental access, disclosure, transfer, processing,   erasure, loss or use; (vi) promptly provide such information regarding its   privacy and information security systems, policies and procedures as Citi may   request from time to time; and (vii) not keep any of Citi’s Confidential   Information for longer than is necessary for processing of such data. Upon   the request by Citi or the cessation of the provision of certain Services   and/or Deliverables to Citi, or at any time after any of such information has   been processed by Supplier, Supplier will, at Citi’s option, as soon as   reasonably practicable return or securely destroy any such Information in its   possession or under its control. Supplier will certify in writing that it has   fully complied with its obligations under this subsection (and that no copies   of such information have been retained) within seven (7) calendar days   following the date it receives a request from Citi for such a certification.   13 

    

 

The Supplier   warrants that its Personnel have been properly trained in respect of the   handling of Citi’s Confidential Information such that they will comply with   the relevant requirements under the Agreement. If Supplier engages any third   party, whether within or outside Hong Kong, to process personal data on   behalf of Supplier, Supplier shall adopt contractual or other means (i) to   prevent any personal data transferred to such third party from being kept   longer than is necessary for processing of the data; and (ii) to prevent   unauthorized or accidental access, processing, erasure, loss or use of the   data transferred to such third party for processing. (f) At all times during   the duration of this Agreement, Supplier will have in place, and will   regularly and thoroughly test, security arrangements which are sufficient to:   (i) protect the integrity and security of any of Citi’s Confidential   Information which has been disclosed to, processed by, generated by or   otherwise handled by Supplier or any of its Personnel in the course of the   performance of Supplier’s obligations under this Agreement and any other   agreement; and (ii) ensure that any of Citi’s Confidential Information is not   lost, destroyed, accessed, transferred, , processed, used or disclosed   without appropriate authorization or by accident while it is in the   possession or under the control of Supplier or any of its Personnel. On   request from Citi, Supplier will use all commercially reasonable efforts to   demonstrate to Citi its compliance with this subsection, and will ensure that   each of its relevant Personnel does so. (g) Supplier will, as part of the   Services and/or Deliverables provided, conduct an audit reviewable by Citi of   the security arrangements in place in the format and frequency set forth in   the applicable Work Order, to ensure that the security arrangements comply   with the relevant policies in place to safeguard Citi’s Confidential   Information. (h) If Supplier becomes aware that the security of any of Citi’s   Confidential Information has been (or may be) compromised, then it will   immediately: (i) inform Citi; (ii) take whatever action is necessary to   minimize the impact of the security breach, correct the causes of the breach   to the fullest extent possible and advise Citi of the status of its remedial   actions; and (iii) promptly investigate the underlying causes of the breach   and prepare and deliver to Citi a written report which details the causes,   and sets out the measures Supplier proposes to implement to prevent reoccurrence   of the breach. (i) If Supplier is required under any relevant laws or   regulations to supply any of Citi’s Confidential Information to any   government authority outside Hong Kong for examination, Supplier shall inform   Citi of such examination and shall seek written consent from Citi before   releasing / disclosing such data and information to such governmental   authority, as the case may be. Citi shall not unreasonably withhold or delay   to provide to Supplier such written consent if it is required, subject to   obtaining the necessary consent from the Hong Kong Monetary Authority   (“HKMA”) or other relevant government authorities, if applicable. (j)   Notwithstanding anything herein to the contrary, this Section 3 shall survive   termination of this Agreement. 14 

    

 

4. Personal   Data (a) In this Section 4: (i) “Personal Data” means any data (1) relating   directly or indirectly to a living individual, (2) from which it is   practicable for the identity of the individual to be directly or indirectly   ascertained, and (3) in a form in which access to or processing of the data   is practicable; for present purposes Personal Data includes names, addresses,   emails, dates of birth, telephone numbers. (ii) “Data Subject” means an   individual who is the subject of any part of the Transfer Data, and for   present purposes Data Subjects include Citi’s past and present customers   whose personal data is transferred to Supplier (for the avoidance of doubt,   “past customers” refer to customers who cease their banking relationship with   Citi after personal data is transferred to Supplier); (iii) “Transfer   Purposes” means purposes for which Personal Data is transferred by Citi   and/or its Affiliates in Hong Kong to Supplier, and includes enabling   Supplier to provide the Services and perform the Work Order; and (iv)   “Transfer Data” means any Personal Data relating to Citi’s customers   transferred or to be transferred by Citi and/or its Affiliate(s) in Hong Kong   to Supplier in connection with the Agreement or any Work Order. (b) Supplier   acknowledges that Citi is subject to the Personal Data (Privacy) Ordinance   (Cap. 486 of the Laws of Hong Kong) (“PDPO”) including without limitation the   Data Protection Principles (“DPP”) therein. Supplier agrees that it shall,   and shall ensure that each of its Personnel shall, comply with the PDPO and   other requirements imposed by the Privacy Commissioner of Personal Data from   time to time. (c) For the avoidance doubt, Personal Data may be Confidential   Information and vice versa, depending on the nature of the information in   question. In the event that certain information constitutes both Personal   Data and Confidential Information, both Sections 3 and 4 shall apply. (d)   Supplier shall not collect any Personal Data for and on behalf of Citi unless   Citi has approved in writing the collection and specified a Personal Data   collection form and Personal Data collection statement to be used for such   collection. If Citi has given its aforesaid approval, Personal Data collected   by the Supplier on behalf of Citi shall be regarded as part of the Transfer   Data for the purposes of this Schedule, and the collection and use of such   Personal Data shall be conducted by Supplier strictly in accordance with the   Personal Data collection statement and other directions given by Citi from   time to time. (e) Supplier shall not transfer or provide any Transfer Data to   any party without Citi’s prior written consent. (f) If Supplier engages any   third party, whether within or outside Hong Kong, to process the Transfer   Data on behalf of Supplier (and Citi’s prior written consent has been   obtained), Supplier shall adopt contractual or other means (i) to prevent any   Transfer Data transferred to such third party from being kept longer than is   necessary for processing of the data; and (ii) to prevent unauthorized or   accidental access, processing, erasure, loss or use of the Transfer Data   transferred to such third party for processing. (g) Supplier represents,   warrants and undertakes the following:- (i) Supplier shall process or use the   Transfer Data for the Transfer Purposes to the exclusion of any other   purpose. Where the Transfer Data is to be used for a new 15 

    

 

purpose,   Supplier shall, with Citi’s permission, obtain the prescribed consent of the   Data Subject under the PDPO; (ii) Supplier shall hold the Transfer Data   securely in accordance with the requirements of DPP4 of the PDPO. Supplier   shall have in place appropriate technical and organizational measures and   standards to protect the Transfer Data against unauthorized or accidental   access, processing, erasure, loss or use, including without limitation:- (A)   having robust policies and procedures in place and providing adequate   training for its staff; and (B) adopting physical and computer security   measures; (iii) Supplier shall not retain the Transfer Data longer than is   necessary for the fulfillment of the Transfer Purposes (including any   directly related purpose(s)). (iv) Supplier shall use the Transfer Data   exclusively for the Transfer Purposes and shall not transfer or disclose,   either free of charge or in return for any benefits, the Transfer Data to any   third party, except when it is compelled to do so under the applicable laws.   (v) Supplier shall immediately rectify, erase or return the Transfer Data on   receiving instructions to this effect from Citi. Supplier undertakes in   particular to rectify, erase or return all or part of the Transfer Data or   other Personal Data if it appears that such measures are required by the   requirements of the PDPO. (vi) Supplier has and shall at all times have in   place accessible documents which clearly specify its policies and practices   in relation to Personal Data. (vii) Supplier shall ensure that Data Subjects   have rights of access to and correction of their Personal Data in the same   way as they would have had under the PDPO. (viii) Supplier shall not   disclose, transfer or allow access to the Transfer Data to a third party data   user or data processor (“Sub-transferee”) located outside Hong Kong unless it   has obtained the prior written consent from Citi and: (A) the sub-transfer is   made to a place that has in force any law which is substantially similar to,   or serves the same purposes as the PDPO; (B) such Sub-transferee becomes a   signatory to this agreement or another written data transfer agreement which   imposes the same obligations on it as are imposed on Supplier under this   Section 4; or (C) adopted all reasonable non-contractual measures and   auditing mechanisms to the reasonable satisfaction of Citi to monitor the   Sub-transferee’s compliance with the obligations under this Section 4 as if   they are applicable to that Sub-transferee. (h) Upon Citi’s request, Supplier   shall submit its data processing facilities, policies and procedures, data   files, documentation and any other relevant information for reviewing,   auditing and/or certifying by Citi or an inspection body composed of   independent members and in possession of the required professional   qualifications bound by a duty of confidentiality, selected by Citi, to   ascertain compliance with its warranties and undertakings in this Schedule.   (i) Without prejudice to the confidentiality provisions of the Agreement and   Section 3 hereunder, Supplier acknowledges and agrees that Citigroup may   maintain computer systems in data centers and in various countries throughout   the world and that Citigroup and its Personnel 16 

    

 

may collect,   store, process, disseminate or use the Personal Information in manner that   causes it to be transferred or accessed from computer systems owned or   operated by or on behalf of Citigroup or its Personnel throughout its global   computer network provided that the PDPO (if applicable) is complied with. (j)   Supplier has no reason to believe that there are currently in force any local   laws that would have adverse effect on its warranties or undertakings above,   and Supplier shall notify Citi if it becomes aware of any such laws. (k)   Supplier has the legal capacity and the authority to give the warranties and   undertakings in this Section 4. (I) Supplier shall promptly inform Citi of   its inability to fulfill any of its obligations in this Section 4. (m) Supplier   shall promptly notify Citi about any abnormalities or any loss, accidental or   unauthorized access or processing, erasure or other use of the Transfer Data.   (n) Supplier shall deal with promptly and properly all reasonable enquiries   from Citi relating to the fulfillment of its obligations hereunder and   Supplier shall abide by the reasonable instructions and advice (if any) of   Citi or any supervisory authority in this regard. (o) Supplier shall ensure   its staff who handles the Transfer Data will carry out the security measures   and obligations specified in this Section 4. (p) Supplier shall notify Citi   about Supplier’s contact person in relation to the handling of the Transfer   Data, and shall cooperate with Citi, Data Subjects and relevant authorities concerning   all enquiries within reasonable time. 5. Compliance with Applicable Laws. (a)   Supplier agrees to cooperate with Citi’s internal and external auditors and   the relevant regulatory authorities including, but without limitation, the   HKMA, the Hong Kong Securities and Futures Commission, and the Hong Kong   Privacy Commissioner for Personal Data for their (or any person appointed by   them) review, supervision, audit, or inspection of materials or the status of   operation by Supplier in connection with the Services and/or Deliverables   provided by Supplier pursuant to the Agreement. Supplier shall notify Citi of   any overseas regulatory authorities which seek access to any of Citi’s   Confidential Information. (b) Supplier shall report to Citi if there is any   material change in the Services and/or Deliverables or any material problems,   incidents, accidents or disruption which has/have a material impact on the   Services and/or Deliverables. 6. Inspection and Right to Audit. (a) Supplier   agrees that the Services it performs and/or the Deliverables it furnishes for   a branch of U.S. bank in The Hong Kong Special Administrative Region of the   People’s Republic of China (“Hong Kong”) are subject to examination of the   HKMA and the Office of the Comptroller of the Currency (“OCC”). Supplier   shall, upon reasonable notice, allow Citi, its management, its auditors   and/or its regulators, the opportunity of obtaining, inspecting, examining   and auditing Supplier’s operations, contingency plans and the business   records (including but not limited to copies of the independent audit and   financial review report) which are relevant to the Services and/or   Deliverables provided hereunder by Supplier including but not limited to   Supplier’s critical processes to confirm that Supplier’s processes meet or   exceed industry standards in such area of contingency 17 

    

 

planning,   continuity of business plans, software engineering and test processes, change   control procedures, critical staff succession planning and compliance with applicable   laws and regulations. Supplier shall cooperate fully with Citi’s internal or   external auditors to ensure a prompt and accurate audit. If Citi provides   recommendations for enhancing Supplier’s critical processes, Supplier shall   use its best effort to implement the recommended and/or corrective measures   and/or correct any practices which are found to be deficient as a result of   any such audit within a reasonable time after receipt of Citi’s audit.   Supplier shall notify Citi, within reasonable time, any changes to any of the   aforesaid plans. (b) If an audit leads Citi to conclude that Supplier has   breached the provisions of this Agreement or that any of Supplier’s business   or professional practices related to its performance of Services and/or its   furnishing of Deliverables presents a risk of unauthorized disclosure of   Citi’s Confidential Information, Supplier and Citi shall use their best   efforts to reach a mutually satisfactory resolution. Supplier shall also use   its best efforts to correct any practices which are found to be deficient as   a result of any such audit within a reasonable time after receipt of Citi’s   audit report. (c) Citi shall be entitled to enter all or any of Supplier’s   premises from time to time to inspect and examine Supplier’s operations and   to check that Supplier is complying with its obligations under this   Agreement. Citi shall endeavour to give reasonable notice of its exercise of   its rights hereunder but in circumstances where Citi is of the view that it   would prejudice Citi’s interests to give such notice, no prior notice shall   be required to be given by Citi. Citi’s rights under this Section may be   exercisable by Citi from time to time without Supplier’s consent and Citi is   empowered to take all necessary or reasonable steps in order to exercise its   rights under this Section fully. (d) Supplier will submit a yearly financial   report audited by a certified accountant to Citi for the assessment of   Supplier’s financial health in supporting the Services and/or Deliverables.   (e) Under no circumstances shall Supplier have any lien over any or all of   the properties that are proprietary to Citi herein stipulated; Supplier shall   at all times hold the documents available for Citi to use, take, or move at   Citi’s sole discretion. 7. Continuity of Business. (a) If any of the disaster   or disruption events occurs, shall have occurred, happened or come into   effect; namely the circumstances are beyond the reasonable control of the   Supplier, which affects the provision or receipt of the whole or any of the   Services and/or Deliverables, the Supplier must: (i) immediately notify and   consult Citi; and (ii) provide recovery services and otherwise do everything   reasonably necessary to reestablish the provision of the Services and/or the   Deliverables. (b) If a party receives advance warning or notice of the   possibility of the occurrence of any disaster or disruption, that party shall   notify the other party and the parties shall use their best endeavours to   make such alternative or emergency arrangements as may be necessary or   desirable in order to ensure that the Services and/or the Deliverables are   continuously provided in accordance with this Agreement. 18 

    

 

 

8.   Subcontracting (a) Supplier may not subcontract the performance of any of its   obligations in the Agreement without the prior written consent of Citi. To   the extent that Supplier subcontracts to third parties any of its obligations   set forth in the Agreement with the consent of Citi, Supplier shall remain   fully responsible for such obligations and for all acts or omissions of its   subcontractors or agents. Nothing in the Agreement shall be construed to   create any contractual relationship between Citi and the subcontractors or   agents aforementioned, except as may be otherwise required by law. (b) For   purposes of this Section 9, the use by Supplier of individual independent   contractors who are designated or assigned to perform the Services and/or to   furnish the Deliverables under the direct management and supervision of   Supplier and subject to Citi’s policies and standards of confidentiality   undertaking shall not constitute an assignment, transfer or subcontracting,   and shall not require Citi’s prior approval. 9. Amendment. Notwithstanding   any terms under the Agreement to the contrary, to the extent that any term in   the Agreement is in conflict with any applicable Hong Kong laws and   regulations, the HKMA’s Outsourcing Guidelines or Citi’s Outsourcing Policy, Citi   shall notify Supplier with a suggested amendment to the Agreement to the   extent necessary to comply with such laws and regulations, Guidelines and   Policy, and Supplier shall have the option either to accept such amendments   (which shall become effective upon notification) or to terminate the   Agreement by giving 30 days’ notice in writing to Citi. 10. Termination. Citi   shall have the right to terminate any Work Order (which has been or shall be   entered into with any relevant Citi entity in Hong Kong) or the services   provided to or for the benefit of any relevant Citi entity in Hong Kong (or   the provision of any part of the relevant Services and/or Deliverables to   Hong Kong) under any Work Order or relevant agreement with immediate effect   and without penalty by giving three (3) days prior written notice to the   other party in the event that the HKMA or any other competent authority   requires Citi to do so, or to make alternative arrangements in relation   thereto (it being agreed that a certificate from the relevant party that this   has occurred shall be conclusive of that fact). The right of termination in   this paragraph is in addition and independent to those in the Agreement. 11.   Governing law. This Schedule shall be governed by, and construed in   accordance with, the laws of Hong Kong, and the parties hereby agree to   submit to the non-exclusive jurisdiction of the Hong Kong courts. 12. Privacy   disputes Without prejudice to Section 12, in the event of a dispute or claims   brought by a Data Subject or the privacy enforcement authority concerning the   processing of the Transfer Data against any or all parties hereto, the   parties shall inform each other about any such disputes or claims, and shall   cooperate with a view to settling them amicably in a timely fashion. 13. Third   party rights 19 

    

 

Nothing in this   Schedule, whether expressed or implied, is intended to, or will, confer on   any person any benefit or any right to enforce any term which such person   would not have but for the Contracts (Rights of Third Parties) Ordinance   (Cap. 623 of the Laws of Hong Kong). 20

    

 

SCHEDULE E —   INDIA LAW REQUIREMENTS (Version 5 — 23 March 2017) 1. SUPPLIER   REPRESENTATIONS Supplier represents, warrants and covenants to Citi that: the   Services shall be executed, and provided to Citi, taking due and proper note   of Citi’s requirements; Supplier shall employ same standards of care for the   Services as that is expected of Citi; Supplier complies with all applicable   law (including but not limited to all information technology and data privacy   laws in India), has, and shall at all relevant times, have the requisite and   valid licenses and permissions from all regulatory and statutory authorities,   for provision of the Services; there is no litigation or proceeding or   dispute pending or threatened against it or any of its Affiliate which may   affect its ability to provide the Services in accordance with the terms of   the Agreement and/or have an adverse impact on the Services or the quality   and integrity thereof, in any manner; it shall promptly inform Citi of any   event or situation which may effect its ability to provide Services   effectively, including but not limited to situations of financial distress   faced by the Supplier or events resulting in material change in strategic   goals or significant changes in Supplier Personnel. 2. STANDARD OF SERVICES   Supplier represents, warrants and covenants that: (i) apart from Citi, the   Supplier renders similar services to various Corporates and as part of normal   course of business activity of the Supplier, the Supplier deploys/rotates its   employees/personnel/representatives amongst various Corporates. Accordingly,   at all points of times, it will be the obligation of Supplier to ensure that   the presence of its employees/personnel/representatives in Citi and/or its   affiliates/subsidiaries/Citi group entity shall not exceed 238 days in a   calendar year (unless otherwise agreed to in writing by Citi, and which could   enhance the period to a maximum of three calendar years); (ii) the Services   the Deliverables, and any information or materials provided to Citi in   connection with this Agreement will be provided, in a timely and professional   manner, by qualified and skilled individuals with appropriate expertise, and   in conformity with standards generally accepted in Supplier’s industry and   the financial services industry, and (iii) the Services will conform to the   Services description set forth in this Agreement, including any applicable   Work Orders. If Supplier fails to provide the Services as warranted and Citi   so notifies Supplier within thirty (30) Business Days following the date   Supplier declares the Services to have been completed, then Supplier will   re-perform the Services at no additional charge. In the event, the Services   are received by a customer of Citi, the Supplier agrees to forward to Citi   any service complaint it receives from the customers of Citi in a prompt and   timely manner. The Supplier also warrants to remedy the complaints it   receives from the customers as a part of its Services rendered to Citi   hereunder. If Supplier is unable or unwilling to re-perform the Services as   warranted, then Citi shall be entitled to address such customer complaints   (directly or through other supplier) and recover the fees paid to Supplier for   the deficient Services or the amount paid to other supplier whichever is   higher. 21 

    

 

3. INDEPENDENT   SERVICE PROVIDER Supplier shall provide the Services as an independent   service provider on a non-exclusive basis. Service Provider shall not use   subcontractors for all or part of the Service without prior consent of Citi,   such consent shall be provided by Citi only after review of such   subcontracting agreements. Nothing contained in the Agreement or otherwise   shall be deemed to create any partnership, joint venture, employment, or   relationship of principal and agent, or master and servant between the   Parties hereto or any of their respective employees, affiliates,   subsidiaries, related business entities, agents, contractors or subcontractors   or to provide either Party with any right, power or authority, whether   express or implied, to create any duty or obligation on behalf of the other   Party. Supplier acknowledges that the Services provided are solely within its   control, and confirms that neither Supplier nor any Supplier Personnel,   including contractors or subcontractors of Supplier (if any), will hold out   as anything but that (i) Supplier is an independent and nonexclusive service   provider to Citi, and (ii) that the employees of Supplier are employees   solely of Supplier and that other representatives, agents, contractors or   subcontractors of Supplier are those of Supplier. Supplier shall cooperate   with, and extend support to, the foregoing position, in the event of any   finding related to an employment, partnership or joint venture relationship   between Supplier or any of its employees, representatives, agents,   contractors or subcontractors on the one hand and Citi on the other hand.   Supplier asserts that upon employing/engaging with any persons, Supplier   shall, at that time, clearly communicate to such persons that Supplier is the   sole employer of such persons. Supplier declares and agrees (i) that it has   the inalienable and exclusive right, and at all times retains that right, to   exercise full control of and supervision over the performance of Supplier’s   obligations hereunder and full control over the employment, direction,   compensation and discharge of all its employees and other Supplier Personnel;   (ii) that it will be solely responsible for all matters relating to payment   of salaries and wages of all its employees and other Supplier Personnel, and   for due and proper compliance with compensation and benefits requirements for   all its employees and other Supplier Personnel under applicable laws,   insurance, fidelity insurance and such other insurance, social security   withholding, and all other laws, rules and regulations governing such matters   and for the redressal of grievances of its employees and other Supplier   Personnel; (iii) that it shall be responsible for its own acts and those of   it employees and other Supplier Persons including contractors (if any) and   subcontractors (if any) during the performance of Supplier’s obligations to   Citi under this Agreement. Supplier and Supplier Personnel are not entitled   to unemployment insurance benefits from Citi as a result of the Services or   this Agreement. Supplier and Citi agree that the Agreement shall not be   construed as an agreement for establishing a joint venture or partnership   between Citi and Supplier. Supplier further warrants that it will not do or   purport to do any act, deed, thing or matter which will prejudice the   interests of Citi, in any manner whatsoever. 4. CONTINUITY OF BUSINESS The   Supplier agrees and confirms that it has in place a robust contingency and   business 22 

    

 

resumption   plan, including adequate resources, systems and all other infrastructure   requirements, in place, to ensure that Services would not be adversely   affected in any manner on account of any factors including but not limited to   systems break-downs and/or natural and/or man-made disasters, which may cause   disruption in the normal functioning of the Supplier. Additionally, the   Supplier shall conduct periodic testing to check the effectiveness,   satisfactory state and readiness of the aforesaid continuity of business   plan. The Supplier shall, if so requested by Citi, permit Citi to conduct   joint testing of the aforesaid continuity of business plan along with the   Supplier. 5. POST-TERMINATION OBLIGATIONS Commencing upon notice by either   Party of expiration or termination of this Agreement and continuing through   the effective date of expiration or termination, the Supplier confirms that   the Supplier shall not deny Citi reasonable termination assistance as   requested by Citi to allow the use of Services without interruption or   adverse effect and to facilitate the orderly transfer of the subject matter   of the Agreement as desired by Citi. If requested by Citi in this regard, the   Supplier undertakes that the Supplier will also reasonably co-operate with a   third party service provider in connection with the preparation and   implementation of a transition plan by such third party and/or Citi upon the   termination or expiration of this Agreement. It is hereby clarified that such   termination assistance shall be provided to Citi by the Supplier at no   additional costs except to the extent of fee for Services as may be   calculated on any pro-rata basis that is applicable. 6. INSPECTION AND RIGHT   TO AUDIT 6.1 The Supplier shall keep complete and accurate records of all   operations and expenses in connection with the Services. All the said records   shall be kept on file by the Supplier for a period of 8 (Eight) years from   the date the record is made or as otherwise set forth by applicable law, and   in any event, shall not be excised without first having duly and adequately   and timely informed Citi in writing and also providing Citi with the option   of having such records transferred into the custody of Citi. 6.2 The Supplier   shall, at reasonable hours, allow Citi, its management, its auditors and/or   regulators (including Indian and United States regulators and Citigroup   auditors), the opportunity of inspecting, examining and auditing the   Supplier’s operations, including its security practices and control   processes, including practices and procedures in relation to data security,   and business records directly relevant to the Services, and financial   agreements, its balance-sheet and profit and loss account and audit reports,   and all other documents which the Supplier may be called upon to produce for   the purposes of ascertaining the financial viability of the Supplier as a   service provider. The Supplier shall, as and when requested by Citi , provide   access to and make available to any of Citi’s officers / employees/   management or internal / external auditors, regulators and their   representatives, the necessary records for inspection / examination / audit,   and cooperate to the fullest extent so as to clarify on any activities and to   assure a prompt and accurate audit related to the Services. 6.3 The Supplier   shall co-operate with Citi’s internal or external auditors, and regulators to   assure a prompt and accurate audit/inspection. The Supplier shall also   co-operate in good faith with Citi to correct any practices, which are found   to be deficient as a result of any such audit, within a reasonable time after   receipt of reports. 23 

    

 

Such audits or   reviews will be at the expense of Citi. However, if the audit discovers   discrepancies or overcharges, then upon completion of such audit or review,   the Supplier shall be bound and liable to promptly reimburse to Citi for such   discrepancies or overcharges, and for the cost of the audit. 6.4 In addition   to what is provided hereinabove, the Supplier shall on an year-on-year basis   provide to its independent auditors (“Auditors”) access at reasonable hours   to Supplier Personnel and to Supplier’s records and other pertinent   information, all to the extent relevant to the performance of Supplier’s   financial, regulatory and Service obligations under the Agreement. Such   access shall be provided for the purpose of performing audits and inspections   by the Auditors. The Supplier shall without delay submit the audit report to   Citi. Citi and the Supplier shall develop and agree upon an action plan to   promptly address and resolve any deficiencies, concerns and/or   recommendations in such audit report in relation to the Services, and the   Supplier, at its own expense, shall undertake remedial action in accordance   with such action plan. The audit fees incurred under this clause shall be to   the Supplier’s sole account. 7. MONITORING RESPONSIBILITY Except as otherwise   directed by Citi, the Supplier agrees to meet with Citi, on a monthly basis,   for the purpose of reviewing the Services provided by Supplier pursuant to   the requirements of the Agreement. The Supplier shall submit a monthly report   to Citi which shall include, but not be limited to, the following   information, (i) a status report on Services provided during the month,   identifying, in particular, any performance standards not met; and (ii) any   other information requested by Citi. The Supplier agrees to meet with Citi on   a quarterly basis to review all aspects of the Services provided and/or any   other matters of mutual interest to the Supplier and Citi. Further, the   Supplier agrees to meet with Citi at anytime at the request of Citi to review   the Services provided by Supplier. The Supplier agrees to provide Citi with   any and all information requested by Citi for the purpose of documenting   and/or analyzing the Services provided. Citi will select, at its sole   discretion, the information reports necessary for its management information   needs. 8. CONSENT FOR DISCLOSURE Unless consent is prohibited by law,   Supplier hereby consents to the transfer and disclosure by Citi of any   information relating to the Supplier or any Service (i) to and between the   branches, representative offices, affiliates and agents of Citi and third   parties selected by any of them, wherever situated, for confidential use   (including in connection with the provisions of any service and for data   processing, statistical and risk analysis purposes); and (ii) to any person   to (or through) whom Citi transfers or assigns (or may potentially transfer   or assign) all or any of its rights, benefits and obligations hereunder, or   with (or through) whom Citi enters into (or may potentially enter into) any   sub-participation or the like in relation to, or any other transaction under   which Services are to be made or received by reference to, the Agreement and   this Addendum. Citi and any branch, representative office, affiliate, agent   or third party may transfer and disclose any such information as required by   law, court, regulator or legal process. Further, this provision shall be in   addition to, and not in substitution for, any other provision agreed to   between the parties (whether before or after the date hereof) which gives   broader rights of disclosure to either party than contained herein. 24 

    

 

9. GOVERNING   LAW AND JURISDICTION Where both Citi (or Affiliate) and/or Supplier are   located in or entities incorporated in the India, the governing law shall be   the laws of India, and all claims or disputes arising out of or in connection   with Agreement and/or the relevant Work Order shall be submitted to the court   in India where Citi (or Affiliate) is located. 25 

    

 

SCHEDULE F —   INDONESIA LAW REQUIREMENTS  (Version 3   — 17 February 2017) 1. PROVISIONS REQUIRED BY LOCAL LAWS OR REGULATIONS For   the purposes of the Agreement and each Work Order made between the Supplier   and Citi (or Affiliate) in Indonesia, the following wording shall be added to   the Agreement in its entirety: 2. GENERAL REQUIREMENTS FOR ALL SERVICES(2)   The following provisions shall apply to all Services provided by the Supplier   to Citi: 2.1 Examinations or Audits by Regulators of the Supplier(3) Supplier   shall notify Citi of any examination or audit by regulators of the Supplier   which impacts the Services of Citi or the confidential information (including   Indonesia data) of Citi. The notice must be addressed to Citi’s Country   Compliance and must be received by Citi 3 (three) weeks before the   examination or the audit commences. The Supplier should not release any   Indonesia data without the approval of Citi. 2.2 Audits by Financial Services   Authority / Otoritas Jasa Keuangan (“OJK”) (or any successor authority) on   Citi(4) In the event of an audit conducted by OJK (or any successor   authority) on Citi, any data requested to the Supplier must be provided by   the Supplier to Citi within 5 (five) Indonesia business days from the date of   request by Citi. 2.3 Critical Event(5) The Supplier agrees to also, as soon   as possible, notify Citi of the occurrence of any critical event in regard to   Citi, i.e. an event which may result in a financial loss to Citi and/or   impede the smooth running of Citi’s operations. 2.4 Assignment and   Subcontracting(6) The Supplier shall provide prior notification to Citi in   the form of Appendix I hereof, for any assignment or subcontracting by the Supplier   of any of its rights, obligations or responsibilities under the Agreement and   the Work Order. If agreed by Citi, the notification can be made through   e-mail to the designated person of Citi. 2.5 Classification of Services where   Citi is Citibank, N.A., Indonesia In the case where Citi is Citibank, N.A.,   Indonesia, depending on whether or not a specific Service is classified by   Citibank, N.A., Indonesia as an Information Technology Service (2)   Regulations: a. OJK Regulations No 9/ POJK.03/2016 on Outsourcing (“OJK Reg.   No 9/ 2016”). b. OJK Regulations No 38/ POJK.03/2016 on Risk Management   Implementation on Information Technology (“OJK Reg. No 38/2016”) c. SEBI No   9/30/2007 on Risk Management Implementation on Information Technology (SEBI   no 9/2007) d. SEBI No 14/20/DPNP/2012 on Prudential Principal on Outsourcing.   (3) Section 10.3.3.1 of SEBI no 9/2007 (4) Section 10.3.3.1 of SEBI no 9/2007   (5) Section 10.3.3.1 of SEBI no 9/2007 (6) Section 10.3.3.1 of SEBI no 9/2007   26 

    

 

pursuant to the   regulation of OJK(7) (or any successor authority), different requirements may   apply to the Service. The Supplier shall obtain confirmation from Citibank,   N.A., Indonesia on the classification of Services provided under the   Agreement. Reference should also be made in any Work Order. 3. SPECIFIC   REQUIREMENTS FOR INFORMATION TECHNOLOGY SERVICES(8) In addition to the   requirements as, set forth in Section 2 above, the provisions under Section 3   of this Schedule shall apply to the Services where it is identified as   Information Technology Services in the Agreement or in any Work Order. 3.1   Definitions(9) a. Information Technology is a technology to gather, organize,   keep, process, announce, analyze, and/or publish information; which are   related to computer, telecommunication and other electronics means used to   operate financial data and/or provide banking services; b. Data Centre is a   main facility for data processing for Citi by Supplier, consisting of   hardware and software to support the operational activities of Citi   continuously; c. Disaster Recovery Centre is a substitute facility, in the   event the Data Centre experiences a disturbance or dysfunction, among others   due to: no electricity to the computer room, fire, explosion or computer   damage, temporarily used during the recovery of the Supplier’s Data Centre,   to ensure business continuity; d. Technology-based-Transaction Processing is   an activity in the form of addition, amendment, deletion of data and/or data   authorization to be performed on the application system(s) used to process   Citi transactions. 3.2 Information Technology Services For all Services that   are identified as Information Technology Services, the following requirements   shall apply:(10) a. The Supplier must apply reasonable information technology   control principles (the application of both physical and logical security   measures) which shall be evidenced by an independent audit report   commissioned by Supplier. b. The Supplier shall provide technical document(s)   to Citi in relation to the Information Technology Services being provided,   which include among others the Information Technology processes and data base   structure. c. The Supplier shall provide qualified and competent personnel in   accordance with the Information Technology Services being provided. The   Supplier must do transfer of knowledge to Citi, so that there will be a   personnel in Citi that understands the Information Technology processes and   applications provided by the Supplier, which may be done among others by way   of providing trainings to Citi. d. The Supplier must report to Citi of any   request for access or disclosure of the confidential information, to the   extent that such confidential information must be disclosed under applicable   laws. (7) OJK. Reg No 38/2016 (8) OJK Reg No 38/2016 (9) In accordance to   Section 1 of OJK Reg. No. 38/2016 (10) Section 10.3.3.1 of SEBI no 9/2007 27 

    

 

e. The Supplier   must report to Citi in the event of any change of situation which may limit   or hinder the rights of Citi or OJK (or any successor authority) to access   information in regard to the Information Technology Services. f. Upon request   by Citi, the Supplier shall provide Citi with report of the monitoring result   on its performance related to a Work Order. g. In addition and without   prejudice to the business continuity or disaster recover provisions of the   Master Agreement, the Supplier shall ensure that the Disaster Recovery Plan   is tested from time to time. For Information Technology Services that are   specifically identified as maintenance of a Data Centre, Disaster Recovery   Services and/or Technology-based Transaction Processing Services, additional   requirements as set forth in Subsection 3.3 of this Schedule shall apply. 3.3   Data Centre, Disaster Recovery Services and Technology-based Transaction   Processing Services For Information Technology Services that are specifically   identified as maintenance of Data Centre or Disaster Recovery Services and/or   Technology-based Transaction Processing Services, in addition to the requirement   of Subsection 3.2 of this Schedule, the following requirements shall   apply:(11) a. Submission of Documents Prior to Initiation of Services As part   of the requirement for Citi to apply to OJK (or any successor authority) for   approval of the outsourcing of Data Centre, Disaster Recovery Services and/or   Technology-based Transaction Processing Services to Supplier, the Supplier   shall submit to OJK (or any successor authority) via Citi a written   confirmation from the regulatory or statutory authority having local   jurisdiction over the Supplier that: (i) Supplier is within its supervisory   jurisdiction; (ii) the authority shall allow OJK (or any successor   authority), at a reasonable time, to examine Supplier’s provision of services   to Citi. In the event there is no authority having jurisdiction over the   Supplier, the Supplier shall advise Citi of the circumstance. Citi shall seek   advice from OJK (or any successor authority) of a confirmation acceptable to   OJK (or any successor authority) in lieu of the above written confirmation.   b. Risk Management Controls: Supplier shall provide Citi, on an annual basis,   an appraisal on the risk management controls in effect at the Supplier. The   foregoing report must be submitted no later than a month after the completion   of such review. For the purpose of this clause Appendix II hereto is a   summary of the least coverage to be observed in a technology risk management   pursuant to the prevailing regulation. c. Submission of Independent Audit   Report The Supplier shall submit an independent audit report on Data Centre,   Disaster Recovery Services and/or Technology-based Transaction Processing   Services to OJK (or any successor authority) via Citi on an annual basis. The   report must be submitted to OJK (or any successor authority) within 2 (two)   months after the completion of the audit. d. Data Transmission (11) Section   10.3.3.1 of SEBI no 9/2007 28 

    

 

 

The Supplier   shall ensure the availability of online means of communication, security on   data access and transmission from and to the Data Centre, Disaster Recovery   Centre and Technology-based Transaction Processing Centre and shall have   clear stipulations regarding security in the submission of necessary source   document to and from Data Centre, Disaster Recovery Centre, and   Technology-based Transaction Processing Centre. 4. WITHHOLDING TAXES AND TAX   RECEIPTS The Supplier shall upon Citi’s request furnish Citi with a   Certificate of Residence issued by the competent tax authority of the   Supplier on an annual basis. 5. LANGUAGE(12) The Supplier agrees that to the   extent that Law No. 24 of 2009 of the Republic of Indonesia (“Law   No.24/2009”) on Flag, Language, State Emblem and National Anthem applies to   this Agreement (as an agreement to which an Indonesian entity is a party),   the Supplier shall, within 30 (thirty) days after being requested by Citi (or   Affiliate) from time to time, or if required by any implementing regulations   under Law No. 24/2009, translate this Agreement into Indonesian language and   ratify the Indonesian language translation. An Indonesian language version of   this Agreement is only intended for compliance with the above mentioned Law   No.24/2009 as a reference between the parties to this Agreement. The parties   agree that in the event of any inconsistency between the English language and   the Indonesian language version, the English language version shall prevail.   The Supplier acknowledges that it fully understands the language and the   content of this Agreement and the Supplier agrees that it will not use the   provisions under Law No.24/2009 to invalidate this Agreement. 6. GOVERNING   LAW AND JURISDICTION Where both Citi (or Affiliate) and Supplier are located   in or entities incorporated in the Republic of Indonesia, the governing law   shall be the laws of the Republic of Indonesia, and all claims or disputes   arising out of or in connection with Master Agreement and/or the relevant   Work Order shall be submitted to the court in Indonesia where Citi (or   Affiliate) is located. Appendix I Appendix II (12) Law No. 24 of 2009 of the   Republic of Indonesia on Flag, Language, State Emblem and National Anthem. 29   

    

 

SCHEDULE G —   JAPAN LAW REQUIREMENTS (Version 3 — 6 June 2014; re-validated 10 January   2017) I. General 1.1 Unless otherwise a separate Work Order, Statements of   Work or any additional ancillary agreement (collectively “Work Order”) is   directly made and entered into by and between the Supplier or its local   Affiliate (collectively, the “Supplier”) and any Affiliate of Citi in Japan   (“Citi”), the Supplier shall be subject to Section II of this Schedule in   connection with providing the Services to Citi or for the benefit (whether   direct or indirect) of Citi. 1.2 Where necessary or appropriate, in Citi’s   determination, for Citi to receive the Services in Japan, the Supplier and   Citi will enter into a separate Work Order setting forth such additional   terms and conditions applicable in Japan. The Japanese local agreements may   address as necessary any specific legal, regulatory, human resource or   procedural requirements necessary for compliance with applicable Japanese   laws, due to variations in practices or as otherwise agreed to by the Parties.   If a separate Japanese local agreement is made and entered into by and   between the Supplier and Citi, such Japanese local agreement shall supersede   this Addendum including this Schedule. II. Provisions required by JAPANESE   laws or regulations If Citi receives the Services from the Supplier, or if   the Services are for the benefit (whether direct or indirect) of Citi, the   following additional terms and conditions shall be applied to provision of   the Services in addition to the master agreement to which this Schedule   applies (“Master Agreement”). 1. Protected Information If Citi or its   affiliates is required to furnish, supply, disclose, or make available the   Protected Information (defined below) to Supplier in connection with   provision of the Services, the following additional terms and conditions   shall be applied to the Parties in addition to the Master Agreement: 1.1 The   “Protected Information” means and includes personal information of a natural   person (the “Personal Information”) within the meaning of the Act on the   Protection of Personal Information of Japan (Law No. 57 of 2003, as amended   from time to time. Hereinafter referred to as the “PIP”) and non-public   information of an artificial person held by Citi. 1.2 If Citi or its   affiliates furnishes, supplies or discloses to Supplier Citi’s Protected   Information in connection with the Services or otherwise, and the Supplier   obtains or 30 

    

 

accesses such   Protected Information, the Supplier shall take the following necessary and   appropriate measures to prevent divulgence, loss, or destruction of the   Protected Information in accordance with the PIP and other laws and   regulations of Japan (collectively, the “Japanese Laws”). (1) The   organizational security measures to ensure that the Supplier will disclose   the Protected Information only to those of the Supplier’s personnel who have   a need to know such Protected Information (only to the extent necessary) in   order to fulfill the purposes contemplated by the Work Order, and set forth   internal rules for use of and access to the Protected Information, which is   subject to the Supplier’s periodical review; (2) The individual security   measures to ensure that the Supplier will instruct and supervise its   personnel who uses or has access to the Protected Information to prohibit the   personnel from committing unauthorized disclosure, access, use and   misappropriation of the Protected Information; and (3) The technological   security measures to ensure that the Supplier will implement systems to limit   access to the Protected Information and monitor such access. 1.3 Pursuant to   the Japanese Laws, the Supplier acknowledges and agrees that: (1) Citi   reserves the rights to supervise and audit the Supplier in connection with   the provision of the Services and the Protected Information disclosed to the   Supplier; (2) Citi reserves the rights not to furnish, supply, disclose, or   make available the Protected Information to the Supplier in connection with   provision of the Services IF the Supplier fails to comply with the terms and   conditions set forth in this Schedule; (3) The Supplier shall use the Citi’s   Protected Information only for the purpose of providing the Services and   shall not destroy, alter, misappropriate, reproduce, or store the Protected   Information nor divulge or disclose the Protected Information, in any form or   manner, to a third party without the prior written consent of Citi; and (4)   The Supplier shall be responsible for damages arising out of, or relating to   divulgence, loss, alteration, misappropriation, and/or unauthorized   disclosure of the Protected Information caused by the Supplier. 1.4   Notwithstanding Section 2 hereof, the Supplier shall not outsource handling   of Citi’s Protected Information to the Supplier’s subcontractor UNLESS the   Supplier satisfies all of the following requirements in addition to Sections   2 and 3 of this Schedule: 31 

    

 

(1) The   Supplier shall obtain the prior written consent of Citi; and (2) The Supplier   shall cause its subcontractor to adopt the adequate security measures as set   forth in Section 1.2 of this Schedule. 1.5 Except as otherwise expressly   provided for by the Master Agreement and the Work Order, upon the request of   Citi at any time during the term of the applicable Work Order or after the   termination thereof, the Supplier shall promptly return or destroy the   Protected Information or its duplicates supplied to, or otherwise obtained   by, the Supplier in connection with the Services, in the form or manner   specifically instructed by Citi. If the Protected Information was stored or   saved in the Supplier’s computers, servers, or any other electromagnetic   medium, the Supplier also shall delete or purge such stored or saved   Protected Information in the form or manner specifically instructed by Citi.   1.6 Where the Supplier is required to disclose Citi’s Protected Information   under any applicable law, regulation or an order from a court, regulatory   agency or other governmental authority having competent jurisdiction, and is   further required to notify Citi, the Supplier must promptly send a copy of   the order and accompanying documentation by facsimile transmission to Citi.   2. Subcontracting 2.1 The Supplier shall not subcontract any part of the   Services to a third party, including its Affiliates, without the prior   written consent of Citi. 2.2 If the Supplier subcontracts any part of the   Services to a third party, the Supplier shall select a subcontractor which   meets satisfactory criteria, including but not limited to, all of the   following three (3) criteria: (1) A subcontractor who, in light of Citi’s   coherent business operations, is able to provide Citi and Supplier with the   Services at the reasonably sufficient level in the industry; (2) A   subcontractor whose financial and management conditions are sufficient enough   to provide Citi and Supplier with the Services in accordance with the Master   Agreement, applicable Work Order, this Schedule and subcontracting agreement,   and to indemnify Citi for damages arising out of, or relating to the   Services; and (3) A subcontractor will not risk the reputation of Citi. 2.3 A   subcontracting agreement to be entered into by and between the Supplier and a   subcontractor shall contain satisfactory stipulations, including but not   limited to, all of the following four, (4) terms and conditions: 32 

    

 

(1) Description   of the services to be subcontracted, the service level standards for   providing the services, and procedures for terminating the subcontracting   agreement; (2) The subcontractor’s liability for damages arising out of   subcontractor’s failure to perform the services in accordance with the   subcontracting agreement or subcontractor’s breach of the subcontracting   agreement (placing a security deposit, collateral, or lien if necessary); (3)   Items to be reported by the subcontractor to the Supplier in connection with   the provision of the services and subcontractor’s management conditions; and   (4) Cooperation with internal and external auditors and regulators of Citi   and/or the Supplier. 2.4 A subcontracting agreement to be entered into by and   between the Supplier and a subcontractor shall not violate the applicable   Japanese Laws. 2.5 The Supplier shall adopt sufficient internal control   measures, including but not limited to, designating a project manager who is   responsible for the subcontracted services, monitoring a subcontractor and   its performance, and establishing audit functions. 2.6 A subcontractor shall   provide the Supplier with a periodical report on the status of subcontracted   services and the subcontractor, upon request of Citi and/or the Supplier,   must provide Citi and/or the Supplier with necessary information in a prompt   manner. 2.7 The Supplier shall audit a subcontractor periodically to ensure   that such subcontractor complies with applicable Japanese Laws and all terms   and conditions set forth in the Master Agreement, applicable Work Order and   this Schedule. 2.8 The Supplier shall prepare a continuity of business plan   in order to provide Citi with continuous Services in case of emergency or   subcontractor’s failure to perform the Services in accordance with the   subcontracting agreement. 2.9 The Supplier, upon the request of Citi, shall   provide Citi with information of its subcontractor, including but not limited   to, name of the subcontractor and its project manager, contact information of   the subcontractor, description of the services subcontracted, and the   subcontracting agreement. 3. Continuity of Business Plan 3.1 The Supplier   must maintain a continuity of business plan (“COB Plan”). The COB Plan must   enable the Supplier to provide the Services and comply with the terms of the   Master Agreement, notwithstanding an event that disrupts, impairs or prevents   the Supplier from otherwise providing the Services or complying with its   obligations thereunder. 33 

    

 

3.2 The COB   Plan must include procedures to ensure that the Supplier is able to provide   the Services and otherwise comply with its obligations under the Master   Agreement, notwithstanding that an agent, consultant or contractor of the   Supplier is incapable of providing the Services to the Supplier. 3.3 The COB   Plan must be: (1) based upon a formal assessment of the applicable risks; (2)   reviewed and updated on a regular basis and at least annually; (3) tested at   least annually; and (4) subject to quality assurance review at least   annually. 4. Representation and Warranties for Anti-Social Forces 4.1 For the   purpose of this Schedule, “Anti-Social Force” means and includes a crime   organization (boryokudan), a listed member (boryokudan —in) or an affiliated   member (jun-boryokudan —in) of such crime organization, a corporate entity   affiliated with such crime organization, a corporate racketeer (sokaiya), an   individual or an organization which demands and/or acquires financial   interests of others in unlawful manners and/or causes or threatens to cause   physical harm to others, and all other equivalent or similar individuals or   organizations. 4.2 The Supplier, to the best of its knowledge, represents and   warrants on or after execution of an applicable Work Order that Supplier, its   subcontractor and its subcontractors’ personnel have never belonged to or   will never belong to the Anti-Social Force. 4.3 The Supplier, to the best of   its knowledge, represents and warrants to a Japanese Entity on or after   execution of an applicable Work Order that the Supplier and its   subcontractors by themselves or through any third party have not engaged in   or will not engage in the following acts: (1) Extortion, racketeering and/or   similar unlawful demand; (2) Unreasonable demand and/or claim beyond its legal   rights and obligations; (3) Employment of threatening language or physical   force in connection with a transaction; (4) Defamation of others and/or   disruption of others’ business activities by disseminating false or   misleading statements, employing fraudulent means, or resorting to fearful   forces; or (5) Any other acts similar to the foregoing, including but not   limited to money laundering. 4.4 Citi reserves right to terminate an   applicable Work Order if the Supplier and/or its subcontractors breaches or misrepresents   any one of the representations and warranties set forth in this Section 4 and   it becomes unreasonable to maintain a contractual relationship with Citi (or   the relevant Citi affiliate). 5. Inspection and Rights to Audit 34 

    

 

5.1 Citi, its   auditors, or its authorized regulator shall have the right to audit the   Supplier to ensure compliance with the Master Agreement and/or an applicable   Work Order in relation to the Services. The Supplier shall cooperate with   Citi’s internal and external auditors and regulators. The Supplier shall keep   complete and accurate records of all of its work and expenses in providing   the Services to Citi for a period not less than seven (7) years from the date   which the record was created or such other longer period as requested by Citi   in writing. 5.2 The Supplier shall require any subcontractor appointed (if   applicable) to also maintain complete and accurate records of all of its work   and expenses in relation to the Service subcontracted to it. The Supplier   shall ensure and procure that these requirements are set forth in its   arrangements with any subcontractor, 5.3 The Supplier shall allow Citi, its   auditors and/or its regulators: (1) to obtain records and documents of   transactions and information of Citi given to, stored at or processed by the   Supplier; (2) to access any report and findings made on the Supplier in   conjunction with the Services performed for Citi; (3) to access to the   business premises of the Supplier in the exercise of its rights herein; and   (4) to inspect, examine and audit the Supplier’s operations and records   insofar as they are relevant to the Services. 6. Notice 6.1 If the Supplier   receives Citi’s Protected Information, the Supplier, upon a request of Citi,   shall fill out all necessary information in the Protected Information Sharing   Attestation (Form 1) attached hereto and submit Form I to Citi. .If Supplier   subcontracts all or any part of handling of the Protected Information to a   third party, Supplier shall also fill out the “Outsourcing” part of the Form   1 and submit the Form 1 to Citi prior to the subcontracting. 6.2 If the   Supplier returns or destroys the Protected Information in accordance with   Section 1.5, the Supplier, upon a request of Citi, shall fill out all   necessary information in the Protected Information Return/Deletion   Attestation (Form 2) attached hereto and submit Form 2 to Citi without   unnecessary delay. 6.3 If the Supplier outsources all or a part of the   Services to a subcontractor, the Supplier, upon a request of Citi, shall fill   out all necessary information in the Subcontract Attestation (Form 3)   attached hereto and submit Form 3 to Citi prior to such outsourcing   arrangement. 6.4 If the Supplier makes material changes in provision of the   Services which give rise to a direct or indirect impact on Citi, including   but not limited to system upgrade and/or alteration, changes in business   processes, and changes in the Subcontractor and/or its 35 

    

 

 supervisory management, the Supplier, upon a   request of Citi, shall fill out all necessary information in the Service   Report (Form 4) attached hereto and submit Form 4 to Citi without unnecessary   delay. 6.5 Citi reserves the right to request the Supplier for a periodic   report on provision of the Services by filling out all necessary information   in the Service Report (Form 4) attached hereto and submitting Form 4 to Citi   without unnecessary delay. 7. Governing Law and Jurisdiction This Schedule   shall be governed by, and construed in accordance with, the laws of Japan,   and the parties hereby agree to submit to the non-exclusive jurisdiction of   the Tokyo District Courts. III. Governing Law and Jurisdiction for direct   Work Orders In the event a separate Work Order is directly made and entered   into by and between the Supplier and Citi, notwithstanding any term to the   contrary in the Master Agreement and/or Schedule, the governing law and   jurisdiction clause as it applies to the applicable Work Orders entered into   by and between Citi and the Supplier is varied as follows: “The validity of   this Agreement as it applies to the Work Order, the construction and   enforcement of its terms, and the interpretation of the rights and duties of   the parties to the Work Order shall be governed by the laws of Japan. The   Parties to the Work Order submit to the non-exclusive jurisdiction of the   courts of the Tokyo District Court with respect to any dispute arising out of   or in connection with the relevant Work Order and the Services provided in   Japan.” FORM 1 — PROTECTED INFORMATION SHARING ATTESTATION Form 1.doc FORM 2   — PROTECTED INFORMATION RETURN/DELETION ATTESTATION Form 2.doc FORM 3 —   SUBCONTRACT ATTESTATION Form 3.doc 36 

    

 

FORM 4 —   SERVICE REPORT Form 4.doc 37 

    

 

SCHEDULE H —   KOREA LAW REQUIREMENTS (Version 3 — 25 February 2016; revalidated 17 January   2017) In addition to the provisions under the Agreement, the Supplier shall   comply with the requirements set forth below in accordance with applicable   laws of Korea. To the extent that the terms and conditions of the Agreement   are inconsistent with the terms and conditions herein, the terms and   conditions herein will prevail. 1. Requirements under the (i) Personal   Information Protection Act and (ii) Use and Protection of Credit Information   Act: The following provisions shall apply to the Supplier to the extent that   the Supplier receives Personal Information. Personal information refers to   information pertaining to a living individual which contains information   identifying a specific person with a name, a resident registration number, or   similar in a form of an image, etc. (including information that does not, by   itself, make it possible to identify a specific person but that when combined   with other information readily identifies such a person). For the avoidance   of doubt, Personal Information includes any credit information that relates   to determination of credit rating or credit transactions capacities of a   person as such term is defined under the Use and Protection of Credit   Information Act. 1.1 The Supplier shall take measures, including   establishment and operation of facilities and systems, to achieve the   following in connection with processing any Personal Information: - prevent   any distortion of access records to the Personal Information; - encrypt the   Personal Information for transmission purposes; and - examine the Personal   Information access records on a regular basis. In addition, the Supplier   shall take such other measures necessary to protect the Personal Information   as reasonably required by Citi. 1.2 Personal Information Protection Officer   (a) For each service provided, the Supplier shall designate an individual to   act as a Personal Information Protection Officer who will be responsible for   processing all Personal Information pertaining to a natural person and ensure   that the following duties are performed by such person: - adopt internal   policies and procedures to protect the Personal Information (the “Personal   Information Protection Procedures); - oversee and manage the Personal   Information processing practice and make any improvement on such practice if   necessary; - address any complaint the Supplier receives in connection with   the Personal Information processing; - establish an internal control system   to prevent any theft, misuse or abuse of the Personal Information; -   establish a program and educate the Supplier Personnel regarding protection   of the Personal Information; - manage and supervise maintenance and   protection of documents that include the Personal Information; and - perform   any other duties that may be necessary to process and protect the Personal   Information. 38 

    

 

 

(b) The   Supplier shall ensure that the Personal Information Protection Officer (i)   has the authority to make inquiries or require any person who deals with the   Personal Information to report to him/her regarding processing status or   processing system of the Personal Information and (ii) does not suffer from   any disadvantage in performing his/her duties set forth in Section 1.2(a)   above. 1.3 Upon occurrence of any breach of the Personal Information   Protection Procedures or theft of the Personal Information (the   “Occurrence”), the Supplier shall, without delay, take necessary measures to   minimize the damage or loss and immediately notify Citi and Citi’s Project   manager of the Occurrence and the following information as applicable: - the   items of the Personal Information that are disclosed or stolen; - the time   and details of the Occurrence; - measures that victims of the Occurrence may   take to minimize their damage or loss; - measures adopted by and reliefs to   be provided by the Supplier to remedy the Occurrence; and - contact   information to which the victims may report their damage or loss. 1.4 The   Personal Information pertaining to an individual must be made available for   review, correction, or deletion, or must be subject to suspension of being   processed upon such individual’s request. In the event that such individual   to which the Personal Information pertains raises any objection to the   manners in which his/her request concerning the foregoing matters are   addressed by Citi, the Supplier shall endeavor to assist Citi in dealing with   such objection. 2. Delegation Matters under the Regulations on Business   Delegation by Financial Institutions The Supplier shall maintain a continuity   of business (“COB”) plan designed to deal with a major destruction or   incapacity of its facilities and/or systems. Pursuant to the COB plan, the   Supplier shall maintain resources, guidelines, general action steps and   backup sites, facilities and systems to resume business in case of disruption   due to natural disaster, accidents or system failure. The COB plan shall   include procedures including, but not limited to, for business site   relocation, restoration of business functions and telecommunications   resumption. Redundant servers shall be in place for several key systems and   daily tape backups shall capture all key data and be stored offsite. The   Supplier’s COB plan shall be updated and tested on an ongoing basis. 3.   Requirements under Regulation on Outsourcing of Data Processing of Financial   Companies 3.1 Pursuant to the Regulation on Outsourcing of Data Processing of   Financial Companies, the outsourcing agreement between Citi and Supplier   shall include but not be limited to the following: access and control to data   transferred, joint responsibility between Citi and Supplier with regard to   damage or loss suffered by Citi’s customer arising from an IT incident,   inspection right on the Supplier by the regulator of Citi, jurisdiction in   the event of legal dispute between Citi and Supplier. 3.2. When Citi   outsources for data processing under this regulation, the Supplier may   re-outsource the outsourced business to its affiliates, in which case, the   outsourcing agreement between the Supplier and its affiliates is also subject   to the requirements as set out in this Schedule. 3.3 The outsourcing agreement   shall be governed by and construed in accordance with the laws of the   Republic of Korea. Any dispute concerning the Service Provider over the   outsourcing agreement is subject to the jurisdiction of the courts of the   Republic of Korea. 39 

    

 

4. Requirements   under the Financial Investment Services and Capital Markets Act (FISCMA) The   Supplier understands and acknowledges that, according to the FISCMA, Citi may   entrust the Supplier with part of the affairs that it carries on as other   financial businesses and incidental operations, while the Supplier or its   Subcontractors shall not be entrusted with the affairs, prescribed under the   Enforcement Decree of the FISCMA as those that are likely to undermine the   protection of investors or sound order in trading, including (i) business of   a compliance officer, (ii) business of performing internal auditing, (iii)   business of managing risk, and (iv) business of analyzing and assessing   credit risk, etc. The Supplier further understands that Citi shall report an   agreement related to the above entrustment or delegation to the Financial   Services Commission and the Supplier shall use its best efforts to facilitate   the report process. 40 

    

 

SCHEDULE I —   MACAU LAW REQUIREMENTS (Version 2 — 22 March 2017) 1. Compliance with the law   of Macau Special Administrative Region of the People’s Republic of China   Prior to the provision of any Services by Supplier to Citi, both Parties   shall comply with all legal and regulatory requirements in respect of the   Services. 2. Audit and Inspection Right 2.1 The Supplier agrees that the   services it performs for Citi are subject to examination of relevant   authorities in Macau. Citi shall keep complete and accurate records of all of   its work and expenses in receiving the Services from the Supplier for a   period of at least ten (10) years from the date which the record was created.   The Supplier shall, upon reasonable notice, allow Citi, its management, its   auditors and/or its regulators, the opportunity of inspecting, examining and   auditing the Supplier’s operations and the business records which are   relevant to the Services provided hereunder by the Supplier including but not   limited to the Supplier’s critical processes to confirm that the Supplier’s   processes meet or exceed industry standards in such area of contingency   planning, continuity of business plans, software engineering and test   processes, change control procedures, critical staff succession planning and   compliance with applicable laws and regulations. The Supplier shall cooperate   fully with Citi’s internal or external auditors to ensure a prompt and   accurate audit. If Citi provides recommendations for enhancing the Supplier’s   critical processes, then the Supplier shall give due consideration to   implementing such recommendations. 2.2 If an audit leads Citi to conclude   that the Supplier breached the provisions of this Agreement or that any of   the Supplier’s business or professional practices related to its performance   of Services presents a risk of unauthorized disclosure of Information, the   Supplier and Citi shall use their best efforts to reach a mutually   satisfactory resolution. The Supplier shall also use its best efforts to   correct any practices which are found to be deficient as a result of any such   audit within a reasonable time after receipt of Citi’s audit report. 2.3 Citi   shall be entitled to enter all or any of the Supplier’s premises from time to   time to inspect and examine the Supplier’s operations and to check that the   Supplier is complying with its obligations under this Agreement. Citi shall   endeavor to give reasonable notice of its exercise of its rights hereunder   but in circumstances where Citi is of the view that it would prejudice Citi’s   interests to give such notice, no prior notice shall be required to be given   by Citi. Citi’s rights under this clause may be exercisable by Citi from time   to time without the Supplier’s consent and Citi is empowered to take all   necessary or reasonable steps in order to exercise its rights under this   clause fully. 3. Data processing To the extent the Macau Data Protection Act   (the “Act”) applies to the Supplier in its provision of services, Supplier   shall comply with the requirements of the Act. when the Supplier is acting as   data processor, and is collecting, holding, processing, using or transferring   personal data of individuals under this Schedule J (Macau Law Requirements).   To the extent required by the Act the Supplier (i) will use appropriate   technology and organizational measures to protect the personal data collected   and / or stored with it and (ii) will ensure its employees and other persons   who work for the Supplier (on a permanent or temporary basis) are bound by   obligations of confidentiality. 41 

    

 

SCHEDULE J —   MALAYSIA LAW REQUIREMENTS (Version .6 — 11 January 2017) 1 Definitions For   the purposes of this Schedule and its Appendices, the following terms shall   have the meanings:- 1.1 “Citi Malaysia” means any Customer Affiliate in   Malaysia. 1.2 “Citi Malaysia Information” includes all tangible or intangible   information or materials, in any form or medium (and without regard to   whether the information or materials are owned by Citi Malaysia or by a third   party), that is provided or disclosed to Supplier by Citi Malaysia (including   Personal Data and Citi Malaysia’s customers’ documents and information) or   where the information or materials is provided or disclosed by Citi Malaysia   to a third party (including an Affiliate), it is accessed, observed or   otherwise obtained by Supplier. 2. Confidentiality and Security 2.1 Supplier   hereby acknowledges receipt of section 133 of the Financial Services Act,   2013 of Malaysia (“FSA”), section 178 of the Labuan Financial Services and   Securities Act, 2010 of Malaysia (“LFSSA”) and section 43 of the Securities   Industry (Central Depositories) Act, 1991 of Malaysia (“SICDA”) (see Appendix   A attached hereto). Supplier hereby acknowledges that it has been made aware   of the effect of, and agrees and undertakes to, and to procure all Supplier Personnel   and Supplier Affiliates that it uses to provide the Services, to observe all   precautionary measures to prevent disclosure of information that will cause a   violation of section 133 of the FSA or section 178 of the LFSSA or section 43   of the SICDA. Supplier further agrees and undertakes that it will not, and   will covenant all Supplier Personnel and Supplier Affiliates not to do   anything which will violate section 133 of the FSA or section 178 of the   LFSSA or section 43 of the SICDA or otherwise be guilty of an offence there   under. 2.2 Notwithstanding anything to the contrary and subject to the   provisions of this Schedule, Supplier shall not, without Citi Malaysia’s   written consent, disclose Citi Malaysia Information to any person (save for   disclosure to Supplier’s employees (and only to the extent necessary in order   to fulfill the purposes contemplated by the relevant Work Order)). Where the   Citi Malaysia Information includes an Affiliate’s Confidential Information,   Supplier shall comply with such additional obligations as may be required by   that Affiliate as provided in the Agreement or notified in writing to   Supplier. For the avoidance of doubt, the term “person” includes Supplier   Affiliates, agents, consultants, contract non-employee workers, contractors,   sub-contractors, third party hires and third party vendors. 2.3 Supplier   shall at all times take technical, personnel, organizational and other   measures to ensure:- 2.3.1 the confidentiality of Citi Malaysia Information   between its various customers; and 2.3.2 that all Citi Malaysia Information   and assets can be clearly identified and segregated so that Citi Malaysia   Information and assets can either be 42 

    

 

removed from   the possession of Supplier or deleted, destroyed or rendered unusable. 2.4   Supplier shall retain all documents in connection with the provision of the   Services in accordance with Citi Malaysia’s record retention policies or for   such longer periods as may be reasonably instructed in writing by Citi   Malaysia from time to time. Except as otherwise specified in the relevant   Work Order or as required under any Applicable Law, upon the request of Citi   Malaysia, Supplier will return (or purge its systems and files of, and   suitably account for) all Citi Malaysia Information supplied to, or otherwise   obtained by, Supplier in connection with the relevant Work Order. Supplier   will certify in writing that it has fully complied with its obligations under   this Clause 2.4 within seven (7) days following the date it receives a   request from Citi Malaysia for such a certification. 2.5 Supplier shall not,   without Citi Malaysia’s express prior written approval, send any Citi   Malaysia Information to, store Citi Malaysia Information at, or provide   access to Citi Malaysia Information from, any facility or data center outside   of the country from which such Citi Malaysia Information was collected. 2.6   Supplier acknowledges that Citi Malaysia and its Affiliates are global   companies and may, from time to time, collect, store, process, disseminate or   use Personal Data relating to or provided by Supplier, or any person (natural   person or legal entity) that Supplier assigns or engages (whether directly or   indirectly) to exercise its rights or fulfill its obligations under the   Agreement and relevant Work Order (collectively “Supplier Personal Data”).   Supplier consents to, and warrants that it has obtained the consents of each   person whose Personal Data is provided by Supplier or who is assigned or   engaged to interact with Citi Malaysia or an Affiliate in connection with the   subject matter of the Agreement and relevant Work Order for the collection,   storage, processing, dissemination or use of such Supplier Personal Data by   Citi Malaysia and the Affiliates for all purposes relating to the business   contemplated under the Agreement and the relevant Work Order, including   without limitation Citi Malaysia’s or an Affiliate’s administration of   applicable policies or the administration of Citi Malaysia’s or an   Affiliate’s vendor management program. 2.7 This Clause 2 (Confidentiality and   Security) of this Malaysia Law Requirements Schedule shall survive   termination or expiration of the relevant Work Order. 3 Business Continuity   Management 3.1 Supplier represents, warrants and covenants that it has in place   a satisfactory and a fully documented and adequately resourced Business   Continuity Management (“BCM”) plan comprising (1) a Business Continuity Plan   (“BCP”) evidencing how Supplier shall, under exceptional circumstances, be in   a position to perform its obligations under the relevant Work Order,   including but not limited to continuity of service and (ii) a Disaster   Recovery Plan (“DRP”) evidencing how Supplier shall, in the event of a   disaster, be in a position to perform its obligations under the relevant Work   Order, including but not limited to disaster (whether natural or man-made)   recovery plans that minimize the probability and impact of interruption to   Citi Malaysia’s business, back up processing, protecting program and data   files and equipment for the orderly and expeditious provision of the   Services. 3.2 Supplier further represents and warrants that in respect of   each Work Order, the BCP and the DRP shall be in place for the entire term of   the relevant Work Order and for such period where transition services are   provided by Supplier to Citi Malaysia. Supplier is required to declare its   state of business continuity readiness to Citi 43

    

 

Malaysia on an   annual basis. Supplier shall provide Citi Malaysia and comply with Recovery   Time Objectives (“RTO”) stipulating the timeframe required for any of   Supplier’s information technology systems and applications to be recovered   and to be operationally ready to support the Services after an outage in   accordance with such specifications as may be acceptable to Citi Malaysia.   3.3 Supplier shall test the BCP in relation to the Services and all   facilities used by it in connection with the BCP on a regular basis and at   least annually and notify Citi Malaysia of any test finding that may affect   the Supplier’s performance, the test results and action to be undertaken to   address any gap in the BCP. 3.4 Supplier shall test the DRP in relation to   the Services and all facilities used by it in connection with the DRP on a   regular basis and at least twice a year and notify Citi Malaysia of any test   finding that may affect the Supplier’s performance, the test results and   action to be undertaken to address any gap in the DRP. 3.5 If Supplier makes   any significant change(s) to the BCM or there are any adverse developments   that may significantly impact the Services, it shall notify Citi Malaysia in   writing and provide a full description of such significant change(s) and/or   adverse developments immediately. 3.6 In the event that such test(s) on the   BCM in relation to the Services are reasonably required by Citi Malaysia in   connection with the testing of its own business continuity plan, Supplier   shall co-operate fully with Citi Malaysia to ensure that such test(s) are   carried out as soon as reasonably practicable and accurately in accordance   with Citi Malaysia’s reasonable requirements. 3.7 Supplier shall allow Citi   Malaysia’s internal auditors or other independent party appointed by Citi   Malaysia to review the BCM of Supplier. 3.8 The BCP and DRP should include, at   least:- 3.8.1 Procedures to be followed in response to a major disruption to   business operations. The procedures should enable the institution to respond   swiftly to a crisis situation, recover and resume the critical business   functions, resources and infrastructure outlined in the BCP within the   stipulated timeframe. 3.8.2 Escalation, declaration and notification   procedures including a call tree and contact list. 3.8.3 The conditions for   BCP activation and the individual who has the authority to declare a disaster   and grant permission to execute the recovery processes. 3.8.4 A list of all   resources required to recover the critical business functions in the face of   a major disruption including but not limited to key recovery personnel,   computer hardware and software, office equipment and relevant documentation.   3.8.5 Relevant information about the alternate and recovery sites. 3.8.6   Procedures for restoring normal business operations, which should include the   orderly entry of all business transactions and records into the relevant   information technology systems and the completion of all verification and   reconciliation procedures. 3.9 “Business Continuity Management” or “BCM”   means a whole-of-business approach that includes policies, standards and   procedures for ensuring that specified operations can be maintained or   recovered in a timely fashion in the event of a disruption. Its purpose is to   minimize the operational, financial, legal, reputational and 44 

    

 

other material   consequences arising from a disruption. BCP and DRP are the key components of   BCM. 3.10 “Business Continuity Plan” or “BCP” means a comprehensive   documented action plan that outlines procedures, processes and systems   necessary to resume or restore the business operation of an institution in   the event of a disruption. 3.11 “Disaster Recovery Plan” or “DRP” means a   comprehensive written plan of action that sets out the procedures and   establishes the processes for information technology systems and requirements   that are necessary to support and restore the business operation of an   institution in the event of a disruption. 4 Monitoring and Control Supplier   agrees to (i) meet with Citi Malaysia at any time and from time to time upon   prior written notice being given to Supplier at the reasonable request of   Citi Malaysia to review all aspects of the Services provided by Supplier   pursuant to the relevant Work Order and/or other matters of mutual interest   to Supplier and Citi Malaysia, and (ii) adopt any recommendations and/or   measures reasonably proposed by Citi Malaysia to ensure, inter alia,   compliance with legal and regulatory obligations. 5 Assignment and   Sub-Contracting 5.1 Supplier shall not assign, outsource or subcontract any   or all of its obligations or responsibilities set forth in the relevant Work   Order to any third parties without the prior written consent of Citi   Malaysia, and for the avoidance of doubt, the term “third parties” includes   Supplier Affiliates, agents, consultants, contract non-employee workers,   contractors, sub-contractors, third party hires and third party vendors. 5.2   To the extent that Supplier is so permitted to assign, outsource or   subcontract any of its obligations set forth in the relevant Work Order,   Supplier shall procure the compliance by all assignees/outsourcees/sub-contractors   with the provisions of the Work Order and this Malaysia Law Requirements   Schedule relating to the performance of such obligations (including, without   limitation, provisions relating to security and confidentiality, assignment   and sub-contracting, transition services, audit and inspection and business   continuity management). 5.3 Where Citi Malaysia has consented to Supplier   assigning, outsourcing or subcontracting any or all of its obligations set   forth in the relevant Work Order to a third party, Citi Malaysia may require   Supplier to, and Supplier shall (if so required by Citi Malaysia), provide to   Citi Malaysia written notification of any venation or termination of the   agreement between Supplier and that third party. If so requested by Citi   Malaysia, the written notification shall be provided to Citi Malaysia within   three (3) days of the variation or termination, or within any longer period   of time as Citi Malaysia may allow. 6 Right of Audit 6.1 Subject to Clause 7   (Examinations, Review and Audits) of this Malaysia Law Requirements Schedule,   Supplier will allow Citi Malaysia’s and an Affiliate’s internal or external   auditors (i) to inspect, examine and audit Supplier’s operations and records   insofar as they are relevant to the Services provided by Supplier, and (ii)   to obtain copies of any report and finding made on Supplier in conjunction   with the Services performed, directly or indirectly, for Citi Malaysia.   Supplier shall cooperate with Citi Malaysia’s and an Affiliate’s internal and   external auditors to ensure a prompt and accurate audit. 45 

    

 

6.2 Subject to   Clause 7 (Examinations, Review and Audits) of this Malaysia Law Requirements   Schedule, Supplier will allow (with reasonable prior notice from Citi Malaysia)   the Office of the Comptroller of the Currency (“OCC”), the Federal Reserve   Board (“FED”), the Labuan Financial Services Authority (“LFSA”), Bank Negara   Malaysia (“BNM”), the Securities Commission of Malaysia (“SC”) and any other   authority having jurisdiction over Citi Malaysia or an Affiliate (the OCC,   FED, LFSA, BNM, SC and any other authority having jurisdiction over Citi   Malaysia or an Affiliate shall hereinafter be referred to as “Regulator”) or   any agent appointed by any Regulator, to inspect, examine and audit   Supplier’s operations and records insofar as they are relevant to the   Services including but not limited to (i) records and documents relating to   transactions, (ii) reports and findings made on Supplier in conjunction with   the Services, and (iii) the internal controls adopted by Supplier with   respect to preservation of the confidentiality of data generally and Citi   Malaysia’s or an Affiliate’s Confidential Information specifically (where   applicable). Supplier will ensure that these requirements are made part of   its arrangements with any party Supplier may engage in the outsourcing (if   applicable), including any disaster recovery and backup service providers.   6.3 Supplier confirms that, other than as provided in Clause 7 of this   Malaysia Law Requirements Schedule, no governmental, regulatory, statutory or   other approvals are required by it in respect of the inspection, examination   and audit referred to in paragraphs 6.1 and 6.2 above. 6.4 Supplier will give   due consideration to the findings and recommendations of any Regulator and   those of the internal or external auditors of Citi Malaysia or an Affiliate.   The parties shall discuss, in good faith, the feasibility of implementing   said findings and recommendations, as well as the assignment of costs in   connection therewith. If Supplier elects not to comply with the findings and   recommendations, Citi Malaysia or an Affiliate shall be entitled to terminate   the relevant Work Order or any part thereof without penalty by giving   Supplier sixty (60) days (or such other period as may be decided by Citi   Malaysia) prior written notice. During the notice period, Supplier shall not   be compelled to comply with the findings and recommendations. 6.5 Supplier   shall notify Citi Malaysia if any Regulator or other person seeks access to   Citi Malaysia Information or if a situation arises where the rights of access   of Citi Malaysia, an Affiliate, Citi Malaysia’s or an Affiliate’s internal or   external auditors or any Regulator is restricted or denied. 7 Examinations, Review   and Audits As an examination, review or audit of the books, accounts or   transactions of Citi Malaysia may require the approval of Citi Malaysia’s or   an Affiliate’s Regulator, any such examination, review or audit must be first   approved by Citi Malaysia. 8 Malaysia’s Export Control laws Supplier shall   execute the Letter of Assurance attached hereto as Appendix B if requested by   Citi Malaysia or an Affiliate(s). 9 Transition Services Commencing upon   notice to Supplier of expiration or termination of the relevant Work Order   for any reason whatsoever (including a breach by either party) and continuing   for up to twelve (12) months (or such longer period as may be required by   Citi Malaysia) from the effective date 46 

    

 

 of expiration or termination, Supplier will   provide to Citi Malaysia or an Affiliate such information, cooperation and   reasonable termination assistance (“Transition Services”) requested by Citi   Malaysia or an Affiliate to allow for the provision of services without   interruption or adverse effect and to facilitate the orderly transfer of the   subject matter of the relevant Work Order as desired by Citi Malaysia or an   Affiliate. If requested by Citi Malaysia or an Affiliate, Supplier will   reasonably cooperate with a third party in connection with the preparation   and implementation of a transition plan by such third party or Citi Malaysia   or an Affiliate upon the termination or expiration of the relevant Work Order   and Supplier shall promptly furnish Citi Malaysia, an Affiliate or Citi   Malaysia’s or an Affiliate’s designee with any documents, records,   information, proprietary data (and related records and files) and materials   of Citi Malaysia in the possession, power or control of Supplier or Supplier   Affiliate or Supplier Personnel and all Work Product (in its current   condition), which are required to facilitate the orderly transfer of the   subject matter of the relevant Work Order as desired by Citi Malaysia or an   Affiliate. Citi Malaysia or an Affiliate shall pay Supplier promptly the   applicable fees (as agreed between the parties prior to the commencement of   the Transition Services pursuant to this Clause 9 of this Malaysia Law   Requirements Schedule) or the reasonable value for the said services properly   performed by Supplier. Appendix A • Section 133 of the Financial Services Act   2013 of Malaysia • Section 178 of the Labuan Financial Services and   Securities Act 2010 of Malaysia • Section 43 of the Securities Industry   (Central Depositories) Act 1991 of Malaysia Appendix A (MY_201307).doc   Appendix B Customer/Vendor Letter of Assurance / End User Certification for   the purposes of the Strategic Trade Act 2010 STA Certification   (revised_23102015).doc 47 

    

 

 SCHEDULE K— NEW ZEALAND LAW REQUIREMENTS   (Version 2 — 18 January 2017) A. REGULATOR REQUESTS FOR INFORMATION Where   Citi is supervised by a banking regulator such as the Reserve Bank of New   Zealand or the Financial Markets Authority (both a “Regulator”) the Regulator   may require information from Citi or the Supplier about the Services, the   Supplier or the Agreement. Subject to applicable law or authority in the   country in which it is based, the Supplier will give the Regulator any   information relating to the Agreement as soon as possible after Citi or the   Regulator asks the Supplier to do so. Unless prohibited by relevant law or   legal authority, the Supplier will promptly inform Citi as soon as   practicable after a Regulator asks the Supplier to provide information under   this Section. The Supplier will permit the Regulator to conduct any on-site   visit of the Supplier’s premises that is necessary to the Regulator’s role as   supervisor of Citi. If a Regulator notifies Citi of its intention to conduct   an on-site visit of the Supplier’s premises, Citi will promptly notify the   Supplier. Where a Regulator conducts an on-site visit of the Supplier’s   premises, the Supplier must not disclose or advertise that the Regulator has   conducted such a visit without the prior written consent of Citi. The   Supplier will use its best endeavours to satisfy the Regulator about any   questions or concerns it may raise about the Services. The Supplier agrees   that the existence of, and any information relating to, any investigation,   question or concern raised by a Regulator about the services provided by the   Supplier to Citi or in relation to Citi, is Confidential Information. B.   PRIVACY The Privacy Act (1993) of New Zealand as amended from time to time   (“Privacy Act”) applies to the handling of all personal information collected   or held by government agencies and most businesses. Coverage of the private   sector includes sole traders, major New Zealand-owned businesses and the   local arms of overseas-owned businesses. The legislation identifies ‘personal   information’ as information about an identifiable living person, irrespective   of whether it is on a computer or a paper file. All references to ‘personal   information’ in this Schedule shall be read as references to ‘personal   information’ as defined in the Privacy Act. The parties and acknowledge and   agree that: (a) each party to this Agreement that is resident in New Zealand   (each, a “New Zealand Entity”) must: (i) comply with all applicable privacy   laws, including the Privacy Act and any privacy principles prescribed   thereunder (“Privacy Laws”); and (ii) ensure that personal information held,   transferred or otherwise disclosed in connection with this Agreement does not   breach any Privacy Laws; (b) each New Zealand Entity shall be responsible to   obtain express or implied consent that the personal information can be used   for (i) the transaction to which it relates; or (ii) those other purposes   disclosed by the New Zealand Entity (“Purpose”); (c) where any party to this   Agreement that is not resident in New Zealand (each, a “Non-New Zealand   Entity”) holds personal information (i) solely as agent for the New Zealand   Entity, or (ii) for the sole purpose of safe custody, or (iii) for the sole   purpose of processing information on behalf of the New Zealand Entity, that   Non-New Zealand Entity must comply the following conditions with respect to   personal information disclosed to it by the New Zealand Entity: 48 

    

 

 

 A. the Non-New Zealand Entity must ensure   that the personal information is protected against (i) loss, (ii)   unauthorised access, use, modification or disclosure, or (iii) other misuse,   by implementing such security safeguards in respect of the personal information   as is reasonable in the circumstances; B. the Non- New Zealand Entity must   hold the personal information in such a way that it can readily be retrieved   in the event that the New Zealand Entity (or the individual concerned) wishes   to access or correct the personal information; C. the Non-New Zealand Entity   must not keep the personal information for longer than is required for the   Purpose; D. the personal information must only be used for the Purpose; and   E. they personal information must not be disclosed to any other person or   body by the Non-New Zealand Entity unless the Non-New Zealand Entity believes   on reasonable grounds that: I. the disclosure of the personal information is   one of the Purpose for which the information was obtained or is directly   related to the Purpose; or II. the source of the personal information is a   publicly available publication; or III. the disclosure is to the individual   concerned or authorised by the individual concerned; or IV. the disclosure is   necessary: (i) to avoid prejudice to the maintenance of the law by any public   sector agency, including the prevention, detection, investigation,   prosecution, and punishment of offences, or (ii) for the enforcement of a law   imposing a pecuniary penalty, or (iii) for the protection of the public   revenue, or (iv) for the conduct of proceedings before any court or tribunal   (being proceedings that have been commenced or are reasonably in   contemplation); or V. the disclosure is necessary to prevent or lessen a   serious threat to public health or public safety or the life or health of the   individual concerned or another individual; or VI. the disclosure is   necessary to facilitate the sale or other disposition of a business as a   going concern; or VII. the information is to be used in a form in which the   individual is not identified or is to be used for statistical or research   purposes and will not be published in a form that could reasonably be   expected to identify the individual concerned; or VIII. the disclosure has   been authorized by the New Zealand Privacy Commissioner under section 54 of   the Privacy Act; in all other circumstances, each Non-New Zealand Entity must   hold personal information disclosed to it by the New Zealand Entity in the   manner prescribed by the laws of the country in which it holds the personal   information; and (d) if a Non-New Zealand Entity becomes aware of a breach of   paragraph (c) above, that Non-New Zealand Entity shall promptly advise the   New Zealand Entity of such breach. C. UNSOLICITED ELECTRONIC MESSAGES ACT (2007)   The Unsolicited Electronic Messages Act (2007) applies to prohibit   unsolicited commercial electronic messages with a New Zealand link from being   sent. It requires the recipient to have consented (actual or implied) to   receiving the electronic message and the electronic messages to include   accurate information about the person who authorised the sending of the   message and a functional unsubscribe facility in order to enable the   recipient to instruct the sender that no further messages are 49 

    

 

 to be sent to the recipient. The Supplier   must take all reasonable steps to ensure that its employees, agents and   subcontractors comply with that Act. 50 

    

 

 SCHEDULE L — PHILIPPINES LAW REQUIREMENTS   (Version 2 — 30 April 2015) [NOTE: With the recent changes to data privacy   regulations in the Philippines, a further update to this schedule is expected   within the first half of 2017. In the interim and pending changes to this   schedule, this version represents the current laws and regulations for the   Philippines.] Philippine Legal Vehicles (the “Phil LVs”) shall include:- (1)   CITIBANK, N.A., PHILIPPINE BRANCH (2) CITICORP FINANCIAL SERVICES AND   INSURANCE BROKERAGE PHILIPPINES, INC. (3) CITICORP CAPITAL PHILIPPINES, INC. (4)   CITIGROUP BUSINESS PROCESS SOLUTIONS PTE LTD. FORMERLY KNOWN AS CRESCENT   SERVICES (PHILIPPINES) PTE. LTD. (5) CITIBANK N.A., REGIONAL OPERATING   HEADQUARTERS 1.1.1 Supplier hereby acknowledges that it is aware of and   understands the effect of, and agrees and undertakes to, observe the   Philippine bank secrecy laws as well as such other applicable legal or   regulatory restrictions, as described in Appendix I hereto (collectively   referred to herein as the “Philippine Laws and Regulations”) in connection with   the provision of the Services pursuant to the Agreement, and further agrees   and undertakes that it will not do anything which will cause the Phil LVs or   any of its customers or affiliates to violate any provision of the Philippine   Laws and Regulations or otherwise be guilty of an offense thereunder.   Supplier further undertakes to procure that its Personnel shall observe the   Philippine Laws and Regulations. Supplier undertakes that it, together with   its Personnel, shall be liable with the Phil LVs should the disclosure of   information by Supplier and its Personnel result to a violation by the Phil   LVs of the Philippine Laws and Regulations. 1.1.2 Subject to clauses 1.1.8   and 1.1.9 below, if Supplier hires another person to assist it in the   performance of the Services, or assigns or sub-contracts any portion of its   rights or responsibilities or obligations to another person, Supplier shall   cause the vendor, assignee, sub-contractor or delegate to be bound to retain   the confidentiality of the information and comply with all other provisions   of the Agreement. Supplier shall ensure that each and every vendor, assignee,   subcontractor or delegate will execute the Confidentiality Undertaking set   out in Appendix II hereto, and submit a copy of the same to the Phil LVs upon   request. 1.1.3 The parties agree that any unauthorized use or disclosure of   information by Supplier may cause immediate and irreparable harm to the Phil   Lvs for which money damages may not constitute an adequate remedy. In such   event, the parties agree that the Phil LVs may seek injunctive relief as   appropriate. 1.1.4 Supplier agrees and undertakes, and shall procure all its   Personnel, to segregate each of the Phil LV’sdata from its own data and data   of any other entity. 1.1.5 Supplier shall permit the auditors and regulators   of the Phil LVs, during normal business hours upon reasonable advance notice,   to conduct an examination of Supplier’s business and operations in relation   to the Services under the Agreement, and shall provide access to information as   may be requested by the Phil LVs. Supplier shall give due consideration to   the implementation of the recommendations of Citi or its auditors or   regulations for enhancing 51 

    

 

Supplier’s   critical processes. Supplier shall further procure its Personnel to comply   with and satisfy the findings and recommendations of the regulators and those   of the internal and/or external auditors of Citi and/or Supplier. The parties   shall discuss, in good faith, the manner in which the said findings and   recommendations of the regulators and internal and/or external auditors shall   be implemented, as well as the assignment of costs in connection therewith.   If it is not possible or commercially expedient for Supplier to comply with   the findings and recommendations or the parties fail to agree on the   implementation of such recommendations, either party shall be entitled to   terminate the Agreement by giving the other party sixty (60) days prior   written notice. During the notice period, Supplier shall not be compelled to   comply with the findings and recommendations. 1.1.6 The Phil LVs shall at all   times retain the ownership of all master and transaction data files   containing Confidential Information of the Phil LVs. 1.1.7 Supplier shall   maintain, at its sole expense, throughout the performance of its obligations,   the following insurance coverage satisfactory to the Phil LVs: (a) fidelity   insurance coverage for losses incurred as a result of dishonesty, fraud or   misconduct on the part of its Personnel; (b) fire insurance providing   coverage against loss or damage of the Phil LV’s data and equipment due to   fire; and (c) such other insurance policies as is customary for similar   service providers. None of the requirements contained herein as to types and   approval of insurance coverage to be maintained by Supplier are intended to   and shall not in any manner limit the liabilities and obligations assumed by   Supplier under the Agreement. 1.1.8 Supplier acknowledges that   subcontractors, third party hires, secondees or vendors shall not be given   access to Confidential Information until the use of such subcontractors,   secondees and third party hires and vendors have been approved by the Phil   LVs. 1.1.9 The parties acknowledge that assignment and outsourcing   arrangements that require the consent of the Phil LVs include the use of   secondees, temporary staff and any other third party hire. Upon receipt of a   request from Supplier, the Phil LVs shall review the proposed assignment and   outsourcing arrangement and advise Supplier whether the approval of, or   notification to, the outsourcing governance committee, the BSP or any   relevant regulator is required for such arrangement. Until such approval is   obtained or notification is given, Supplier shall not enter into or implement   such assignment or outsourcing arrangement for Services to the Phil LVs.   1.2.0 Supplier acknowledges that any variation to the Agreement may require   the approval of, or notification to, the outsourcing governance committee,   the BSP or any relevant regulator. Supplier shall promptly advise the Phil   LVs of any proposed amendment so that the Phil LVs may take the appropriate   action. 1.2.1 Supplier confirms that it has business continuity contingency   plans and procedures (“COB Plan”) in place which have been properly tested,   and shall provide said COB Plan to the Phil LVs upon request. 52 

    

 

Appendix I —   PHILIPPINE LAWS AND REGULATIONS — PHILIPPINE BANK SECRECY LAWS Philippine Law   and Regs (for LCA)_Marcl Appendix II — CONFIDENTIALITY AND SECRECY   UNDERTAKING Schedule B_Confi Undertaking for Supp 53 

    

 

SCHEDULE M —   SINGAPORE LAW REQUIREMENTS (Version 6.0 — revalidated 23 January 2017) 1.   DEFINITIONS For the purposes of this Schedule / Local Country Addendum and   its Appendices, the following terms shall have the following meanings:- (1)   “Citi S’pore” shall refer to Citi and any Citi Affiliate in Singapore (each   “Citi S’pore”); (2) “Citi S’pore Information” shall include all tangible or   intangible information and materials, in any form or medium (and without   regard to whether the information is owned by Citi Spore or by a third party),   that is furnished or disclosed to the Supplier by Citi S’pore or which is   collected by the Supplier for or on behalf of Citi S’pore as part of   providing the Services or any Deliverable (including Customer Information,   Protected Information and Personal Information); (3) “Customer Information”   shall be as defined in Appendix I; (4) “Permitted Purpose” means any Use   relating to or in connection with the particular project described on a Work   Order, as permitted by Citi S’pore in writing; (5) “Protected Information”   shall be as defined in Appendix IV; (6) “Regulator” shall include the   Personal Data Protection Commission of Singapore; (7) “third parties”   includes affiliates, agents, consultants, contract non-employee workers,   contractors, sub-contractors, third party hires of the Supplier; (8) “Use”   means collection, processing, disclosure or other use;, (9) “Personal   Information” shall have the same meaning as “Personal Data”, and (if neither   term is defined in the Agreement) shall mean any information that relates to   a person and that could be used, either directly or indirectly, to identify   such person, whether a natural person or a legal entity; and (10) “Work   Order” shall include “Purchase Order” or “Statement of Work”. 2. CONFIDENTIAL   INFORMATION (INCLUDING PERSONAL INFORMATION) 2.1 Notwithstanding anything to   the contrary and subject to the provisions in this Schedule / Local Country   Addendum, the Supplier (i) shall not, without Citi S’pore’s prior written   consent, disclose Citi S’pore Information (including Customer Information,   Protected Information and Personal Information) provided pursuant to any Work   Order in any manner except as expressly authorized by the Agreement and Work   Order, and (ii) shall treat information with at least the same degree of care   that it treats its own confidential information, but in no event with less   than a reasonable degree of care. The Supplier undertakes to Use Citi S’pore   Information solely for the Permitted Purpose and in accordance with all of   Citi S’pore’s further instructions relating to such Use which Citi S’pore may   issue from time to time (including instructions to completely cease Use of   any specific Citi S’pore Information), and shall not retain any Personal   Information comprised in the Citi S’pore Information longer than is necessary   to Use the Citi S’pore information for the Permitted Purposes (unless   mandatorily required by Applicable Law). 54 

    

 

2.2   Notwithstanding anything stated to the contrary, all Citi S’pore Information   disclosed to the Supplier shall remain the property of Citi S’pore. 2.3 The   Supplier shall at all times be capable of logically or physically   segregating, clearly identifying and protecting all Citi S’pore Information,   documents, records and assets that are processed by and/or stored with the   Supplier pursuant to the Agreement and Work Order. The Supplier shall take   all necessary technical, personnel and organizational measures in order to:   2.3.1 maintain the confidentiality of Citi S’pore Information between its various   customers; and 2.3.2 prevent unauthorised access, collection, use,   disclosure, copying, modification, disposal or similar issues. 2.4 If the   Supplier is directed by court order, subpoena or other legal or   administrative proceeding, regulatory or supervisory agency’s request or   similar process to disclose any Citi S’pore Information, the Supplier shall   notify Citi S’pore in writing (unless it has a legal obligation to the   contrary), with a copy of such document attached, in sufficient detail   immediately upon receipt of such court order, subpoena, legal or   administrative, regulatory or supervisory agency’s request or similar   process, in order to permit application by Citi S’pore for an appropriate   protective order. 2.5 The Supplier shall: 2.5.1 notify Citi S’pore if any   overseas regulator or authority were to seek access to Citi S’pore   Information or if a situation were to arise where the rights of access of   Citi S’pore or Monetary Authority of Singapore (“MAS”) as set out in this   Schedule have been restricted or denied; 2.5.2 attend to whatever queries MAS   may have and cooperate with MAS in supervising the outsourcing risks to Citi   S’pore, including complying, as soon as possible, with any request from MAS   or Citi S’pore for the Supplier or its sub-contractors to submit any reports   on the security or control environment of the Supplier or its sub-contractors   in relation to the Services; and 2.5.3 as soon as it becomes aware of any   breach or potential breach of security relating to Citi S’pore Information, any   unauthorised Use or loss of Citi S’pore Information, or any breach of its   obligations relating to Citi S’pore Information, in addition to its   obligations in this regard under the Agreement: (i) in the case of   unauthorised Use of Citi S’pore Information, take reasonable measures,   including legal proceedings, to restrain or prevent such unauthorised Use;   and (ii) use all reasonable endeavour to prevent a recurrence of the same.   2.6 Where required by Citi S’pore in respect of Citi S’pore Information which   is Personal Information, Supplier shall provide Citi S’pore with full details   of its internal procedures and processes with regards to its Use of Personal   Information (“Data Protection Processes”) and will work with Citi S’pore   within the agreed timescales to prepare and agree in writing (amending its   current procedures as required), a method for ensuring its procedures comply   with Citi S’pore’s requirements as notified to Supplier. If at any time the   Supplier changes any of its Data Protection Processes affecting the Agreement   and/or Work Order as agreed with Citi S’pore pursuant to this sub-clause, it   will promptly notify Citi S’pore in writing of such changes and refrain from   implementing and using any such changes unless and until agreed by Citi   S’pore. 2.7 The Supplier shall not transfer, whether within or out of its   country, any Personal Information comprised in the Citi S’pore Information   without the prior written consent of Citi S’pore. If given, the Supplier   shall provide an adequate level of protection to any such Personal 55 

    

 

 Information transferred in accordance with   relevant Citi S’pore policies and all reasonable instructions of Citi S’pore.   2.8 Where the Supplier provides Services to or deals with a Citi S’pore   entity that is subject to the Banking Act, including without limitation,   Citibank N.A. Singapore Branch, Citibank Singapore Limited and Citicorp   Investment Bank (Singapore) Limited, the following provisions shall apply:-   2.8.1 The Supplier hereby acknowledges receipt of a written notice from Citi   S’pore highlighting Citi S’pore’s obligations of confidentiality under the   Singapore Banking Act and the Banking Regulations. The written notice is   attached hereto as Appendix I. 2.8.2 The Supplier agrees to execute the Confidentiality   and Secrecy Undertaking in the form specified in Appendix II and the Supplier   hereby acknowledges that it is aware and understands the effect of, and   agrees and undertakes to, and to procure all its employees, servants, agents,   representatives and Personnel to observe all precautionary measures and   prevent disclosure of information that will cause Citi S’pore or any of its   Affiliates to violate its statutory duty pursuant to Section 47 of the   Banking Act and similar provisions in the Banking Regulations not to disclose   any information relating to, or any particulars of, an account of a customer   of Citi S’pore, whether the account is in respect of a loan, investment or   any other type of transaction or deposit information to any person except as   expressly provided in the Banking Act and Banking Regulations. 2.8.3 The   Supplier further agrees and undertakes that it will not, and will covenant   all employees, servants, agents, representatives and Personnel not to do   anything which will cause Citi S’pore or its Affiliates to violate any   provision of Section 47 or otherwise be guilty of an offence thereunder.   2.8.4 The Supplier shall procure the execution of the Confidentiality and   Secrecy Undertaking in the form specified in Appendix III by each of the Supplier’s   Personnel appointed or to be appointed in connection with Work Order and/or   to perform the Services or part thereof for and on behalf of Supplier. 2.8.5   The Supplier and its employees shall not without Citi S’pore’s prior written   consent further disclose Customer Information (as defined in the Singapore   Banking Act) to any third parties unless required to do so by law. For the   avoidance of doubt, the Supplier’s Affiliate (other than one approved by Citi   S’pore to provide the Services) shall be considered a third party for the   purposes of this clause. 2.9 Where the Supplier provides Services to or deals   with a Citi S’pore entity that is subject to the Trust Companies Act,   including without limitation, CitiTrust (Singapore) Limited and Citicorp   Trustee (Singapore) Limited, the following provisions shall apply:- 2.9.1 The   Supplier hereby acknowledges receipt of a written notice from Citi S’pore   highlighting Citi S’pore’s obligations of confidentiality under the Singapore   Trust Companies Act, (Cap. 336) (the “Act”). The written notice is attached   hereto as Appendix IV. 2.9.2 The Supplier agrees to execute the   Confidentiality and Secrecy Undertaking in the form specified in Appendix II.   The Supplier hereby acknowledges that it is aware of and understands the effect   of, and agrees and undertakes to, and to procure all its employees, servants,   agents, representatives and Personnel to observe all precautionary measures   and prevent disclosure of information that will cause Citi S’pore or any of   its Affiliates to violate its statutory duty pursuant to Section 49 of the   Act not to disclose any Protected Information except as expressly provided in   the Act. 2.9.3 The Supplier shall procure the execution of the   Confidentiality and Secrecy Undertaking in the form specified in Appendix III   by each of the Supplier’s Personnel 56 

    

 

 appointed or to be appointed in connection   with Work Order and/or to perform the Services or part thereof for and on   behalf of Supplier. 2.9.4 The Supplier and its employees shall not, without   Citi S’pore’s prior written consent, further disclose Protected Information   to any third parties unless required to do so by law. The Supplier further   agrees and undertakes that it will not, and will covenant all employees,   servants, agents and representatives not to do anything which will cause Citi   S’pore or any of its Affiliates to violate any provision of Section 49 or   otherwise be guilty of an offence thereunder. For the avoidance of doubt, the   Supplier’s Affiliate (other than one approved by Citi S’pore to provide the   Services) shall be considered a third party for the purposes of this clause.   2.10 Where the Supplier provides Services to or deals with a Citi S’pore   entity that is subject to the Securities & Futures Act or the Financial   Advisors Act (such as Citigroup Global Markets Singapore Pte Limited and   Citigroup Global Markets Securities Singapore Pte Limited), the following   provisions shall apply:- 2.10.1 The Supplier hereby acknowledges that it is   aware and understands Citi S’pore is a capital markets services licence   holder and is subject to statutory confidentiality obligations under the   Securities and Futures Act and the Financial Advisors Act. The Supplier   agrees and undertakes to, and to procure all its employees, servants, agents   and representatives to observe all precautionary measures and prevent disclosure   of information that will cause Citi S’pore to violate its statutory duty   pursuant to not to disclose any information relating to, or any particulars   of, an account of a customer of Citi S’pore. 2.10.2 The Service Provider   further agrees and undertakes that it will not, and will covenant all   employees, servants, agents and representatives not to do anything which will   cause the Customer or any of its customers or affiliates to violate its   statutory confidentiality obligations or otherwise be guilty of an offence   thereunder. 2.10.3 The Supplier and its employees shall not without the Citi   S’pore’s prior written consent further disclose customer information to any   third parties unless required to do so by law. 2.11 Where the Supplier   collects any Citi S’pore Information from Citi Personnel or any third party,   it shall limit the collection of such Citi S’pore Information to the   Permitted Purposes or purposes ancillary or incidental to the Permitted   Purposes, and only carry out such collection after notifying or obtaining the   consent of the individual (“Subject Individuals”) in such manner as Citi   S’pore may prescribe or otherwise consistent with any Data Protection   Processes where relevant. 2.12 To the extent that the Supplier receives, from   an individual (or a person/entity acting on the individual’s behalf), a   request, complaint or other third party communication which is in any way   related to Citi Singapore Information, it will notify Citi S’pore of such   request, complaint or other communication promptly and provide Citi S’pore   with its full co-operation and assistance, including by: (i) providing Citi   S’pore with full details of the request, complaint or other communication;   (ii) if required, assisting Citi to comply with the individual’s access   request within the relevant timescales set out by Citi and in accordance with   Citi S’pore’s instructions; (iii) providing Citi S’pore with all Personal   Information it holds in relation to the relevant individual within the   timescales required by Citi S’pore; and (iv) providing Citi S’pore with any   other information reasonably requested by Citi S’pore in connection thereto.   3 BUSINESS CONTINUITY MANAGEMENT 3.1 The Supplier represents, warrants and   covenants that it has in place satisfactory business continuity plans   (“BCP”), evidencing how the Supplier shall, under exceptional circumstances,   be in a position to perform its obligations under the Agreement, including   but not limited to continuity of service, disaster (whether natural or   man-made) recovery plans that minimize the 57 

    

 

 probability and, impact of interruption to   Citi S’pore’s business including recovery time objectives, recovery point   objectives and resumption operating capacities, back up processing,   protecting program and data files and equipment for the orderly and   expeditious provision of the Services. The Supplier will provide Citi S’pore   with all required information in relation to the BCP, including any   alternative locations or sites established by the Supplier for such purposes.   The Supplier further represents and warrants that the BCP shall be in place   for the entire term of the Agreement. 3.2 The Supplier shall test the BCP in   relation to the Services and all facilities used by it in connection with the   BCP on a regular basis and notify Citi S’pore of any test finding that may   affect the Supplier’s performance. Where requested, Supplier shall also allow   Citi S’pore to participate in and jointly test Supplier’s BCP and disaster   recovery exercises, The Supplier will ensure that all relevant personnel   receive regular training in activating the BCP and executing recovery   procedures. if the Supplier makes any substantial change(s) to the BCP or   there are any adverse developments that may substantially impact the   Services, it shall notify Citi S’pore in writing and provide a full   description of such significant change(s) and/or adverse developments   immediately. 3.3 In the event that such test(s) on the BCP in relation to the   Services are reasonably required by Citi S’pore in connection with the   testing of its own business continuity plan, the Supplier shall co-operate   fully with Citi S’pore to ensure that such test(s) are carried out as soon as   reasonably practicable and accurately in accordance with Citi S’pore’s   reasonable requirements. 3.4 The Supplier shall at all times be capable   logically or physically segregating, clearly identifying and protecting all   Citi S’pore Information, documents, records and assets such that in adverse   conditions, all such information, documents, records of transactions and   information given to the Supplier, and assets of Citi S’pore, can be either   promptly removed from the possession of the Supplier in order to continue its   business operations, or deleted, destroyed or rendered unusable 4 INSPECTION   AND RIGHT TO AUDIT 4.1 The Supplier agrees that the services it performs for   a branch of a U.S. bank in Singapore are subject to examination of the Office   of the Comptroller of the Currency (“OCC”) and MAS. The Supplier shall, and   procure its sub-contractors to: 4.1.1 allow Citi S’pore to obtain copies of   any report and finding made on the Supplier and its sub-contractors in   relation to the Services under the Work Order, whether produced by the   Supplier or its sub-contractors’ internal or external auditors, or by agents   appointed by the Supplier and its sub-contractors; 4.1.2 allow the OCC, the   MAS, or any agent appointed by OCC or MAS, to (i) access and inspect the   Supplier and its sub-contractors, and to obtain records and documents, of   transactions, and information of Citi S’pore given to, stored at or processed   by the Supplier and its sub-contractors; and (ii) access any report and   finding made on the Supplier and its sub-contractors in relation to the   Services under the Work Order, whether produced by the Supplier or its   sub-contractors’ internal or external auditors, or by agents appointed by the   Supplier and its sub-contractors; 4.1.3 adopt supervisory actions and   additional measures which MAS may require to be taken by Citi S’pore,   depending on the potential impact of the outsourcing on Citi S’pore and the   financial system, or as circumstances warrant; and 4.1.4 adopt appropriate   corrective measures, including enforcement actions, imposed by OCC to address   violations of law and regulations or unsafe or unsound banking practices by   Citi S’pore or the Supplier. 58 

    

 

 

4.2 The   Supplier shall remove from its possession, delete, destroy or render unusable   Citi S’pore’s information, documents, records and assets as directed by Citi   S’pore, subject always to the legal requirements for the retention of records   in Singapore. The Supplier shall keep complete and accurate records of all of   its work and expenses in providing the Services to Citi S’pore for a period   of seven (7) years from the date from which the record was created. 4.3 The   Supplier shall, and shall procure its sub-contractors to, upon reasonable   notice, allow Citi S’pore, its internal or external auditors, agents and/or   its regulators (the “Citi S’pore auditing parties”), the opportunity of   inspecting, examining and auditing Supplier’s and its subcontractors’   operations and business records which are relevant to the Services provided,   including but not limited to, Supplier’s and its sub-contractors’ critical   processes, to confirm that such processes meet industry standards in such   areas of contingency planning, continuity of business plans, software   engineering and test processes, change control procedures, critical staff   succession planning and compliance with applicable laws and regulations. The   Supplier shall, and shall procure its sub-contractors to, cooperate fully   with the Citi S’pore auditing parties to ensure a prompt and accurate audit.   If Citi S’pore provides recommendations for enhancing the Supplier’s and its   sub-contractors’ critical processes, then the Supplier and its   sub-contractors shall give due consideration to implementing such   recommendations. 4.4 The Supplier and its sub-contractors shall also use its   best efforts to correct any practices which are found to be deficient as a   result of any audit within a reasonable time after receipt of the audit   report. 5 MONITORING AND CONTROL The Supplier agrees to meet with Citi S’pore   at any time and from time to time upon prior written notice being given to   the Supplier at the reasonable request of Citi S’pore to review all aspects   of the Services provided by the Supplier pursuant to a Work Order and/or   other matters of mutual interest to the Supplier and Citi S’pore and adopt   any recommendations and/or measures reasonably proposed by Citi S’pore to   ensure, inter alia, compliance with legal and regulatory obligations. 6   TERMINATION 6.1 Notwithstanding anything to contrary in the Agreement and/or   Work Order, Citi S’pore shall have the right to terminate a Work Order with   immediate effect and without penalty by giving written notice in the event   that: 6.1.1 in Citi S’pore’s reasonable opinion, there has been: (i) a breach   of security or confidentiality, including but not limited to, a failure to   safeguard the confidentiality of Citi S’pore Information; (ii) a situation   where the security and confidentiality of Citi S’pore Information is lowered   due to changes in the control environment of the Supplier; or (iii) a   demonstrable deterioration in the ability of the Supplier to perform the   contracted Services; 6.1.2 the Supplier undergoes a change in ownership; 6.1.3   the Supplier shall (i) commence a voluntary case or other proceeding seeking   liquidation, reorganization or other relief with respect to itself or its   debts under any bankruptcy, insolvency, corporation or other similar law now   or hereafter in effect that 59 

    

 

authorizes the   reorganization or liquidation of the Supplier or its debt or the appointment   of a trustee, receiver, liquidator, custodian or other similar official of it   or any substantial part of its property, or (ii) consent to any such relief   or to the appointment of or taking possession by any such official in an   involuntary case or other proceeding commenced against it, or (iii) make a   general assignment for the benefit of creditors, or (iv) fail generally to   pay its debts as they become due, or (v) take any corporate action to   authorize any of the foregoing; or 6.1.4 an involuntary case or other   proceeding shall be commenced by persons (that are not bound or affected by   the Agreement and/or Work Order) against the Supplier seeking liquidation,   reorganization or other relief with respect to it or its debts under any   bankruptcy, insolvency or other similar law now or hereafter in effect   seeking the appointment of a trustee, receiver, liquidator, custodian or   other similar official of it or any substantial part of its property, and   such involuntary case or other proceeding shall remain undismissed and   unstayed for a period of 60 days; or an order is entered by a court of   competent jurisdiction affecting substantially all of the property or affairs   of the Supplier against which proceedings have been commenced under   bankruptcy, insolvency or other similar laws as now or hereafter in effect   and such order shall remain undismissed and unstayed for a period of 60 days.   6.2 Commencing upon notice to Supplier of termination (or for a material   amendment) of the Work Order and continuing through the effective date of   termination (or amendment), the Supplier will provide to Citi S’pore   reasonable termination (or amendment) assistance requested by Citi S’pore to   allow the use of the Services without interruption or adverse effect and to   facilitate the orderly transfer of the subject matter of the Work Order to a   third party supplier or “bridge-institution13” as desired by Citi S’pore. If   requested by Citi S’pore, the Supplier will reasonably cooperate with the   third party supplier or bridge-institution in connection with the preparation   and implementation of a transition plan by such party. 6.3 Upon termination   of the Agreement and/or Work Order, the Supplier shall allow Citi S’pore to   remove from the Supplier all Citi S’pore Information previously provided to   the Supplier (including without limitation, information incorporated in   computer software or held in electronic storage media, together with any   analyses, compilations, studies, reports or other documents or materials   containing any such data, Customer Information or Protected Information, as   are in the possession or control of the Supplier), and Citi S’pore shall be   allowed to delete, destroy or render unusable by the Supplier all such data,   customer information or protected information previously given. The Supplier   shall certify in writing to Citi S’pore within seven (7) days of the   termination of the Agreement and/or Work Order that it has not retained any   such data, Customer Information or Protected Information in any form   whatsoever. 7 ASSIGNMENT AND SUB-CONTRACTING 7.1 Notwithstanding anything to   the contrary in the Agreement and/or Work Order, the Supplier shall not   assign, outsource or subcontract any or all of its obligations set forth in   the Agreement and/or Work Order to any third parties without the prior   written consent of Citi S’pore. Supplier’s use of a sub-contractor pursuant   to any consent provided is subject to the condition that Supplier will ensure   that its own agreement with such sub-contractor includes provisions that   permit Citi S’pore and its (or its Affiliates’) regulators, internal and   external auditors and agents to have reasonable access to the books and records   of the subcontractor, as well as the right to perform audits on the   sub-contractor, under the same terms and conditions as described in Section 4   (Inspection and Rights of Audit). 7.2 To the extent that the Supplier is so   permitted by Citi S’pore to assign, outsource or subcontract any of its   obligations set forth in the Agreement and/or Work Order pursuant to the   sub-clause above, the Supplier shall procure the compliance by all   assignees/outsourcees/sub-contractors (and their respective Personnel) with   the provisions of the Agreement, Work Order and this Schedule / Local Country   Addendum relating to the 13 As defined in the Monetary Authority of Singapore   “Guidelines on Outsourcing” dated 27 July 2016. 60

    

 

performance of   such obligations (including, without limitation, provisions relating to   security and confidentiality, audit and inspection and business continuity   management). Supplier is solely responsible for all acts and omissions of its   sub-contractors, including the performance and risk management practices of   such sub-contractors, as if such acts and omissions were its own and nothing   herein shall be construed to create any contractual relationship between Citi   S’pore and any sub-contractor. 8 SUPPLIER PERSONNEL 8.1 Supplier shall ensure   that all its Personnel involved in the provision of the Services are assessed   to meet and comply with Citi S’pore’s hiring policies and standards, as made   known to Supplier, for the respective services or roles they are providing or   performing. Examples of the relevant assessment criteria, include but are not   limited to: 8.1.1 whether they have been the subject of any proceedings of a   disciplinary or criminal nature; 8.1.2 whether they have been convicted of   any offence (in particular, that associated with a finding or fraud,   misrepresentation or dishonesty); 8.1.3 whether they have accepted civil   liability for fraud or misrepresentation; and 8.1.4 whether they are   financially sound. 9 NOTIFICATION OF ADVERSE DEVELOPMENTS 9.1 Supplier shall   immediately notify Citi S’pore of any adverse developments or changes,   including those affecting its Affiliates or approved   assignees/outsources/sub-contractors (and their respective Personnel), that   has or could be reasonably expected to have a material impact on the   Supplier’s ability to carry out (or Citi S’pore’s ability to receive) the   Services and/or Deliverables effectively and in accordance with the   provisions of the Agreement and this Schedule. Examples of adverse   developments and changes, include but are not limited to: 9.1.1 any   interruption of Services (including unplanned unavailability of any systems,   software or infrastructure Supplier uses to deliver the Services); 9.1.2 any   event that could potentially lead to prolonged service failure or disruption   to the Services; 9.1.3 any breach of security and confidentiality of Citi   S’pore Information; 9.1.4 any force majeure or other event that would cause   Supplier to invoke business continuity or disaster recovery plans; 9.1.5 any   regulatory or enforcement action taken against Supplier or any failure of   Supplier and its Personnel to comply with this Schedule; 9.1.6 any strategic   business change that could impact Service provision such as a change of   control of Supplier; 9.1.7 any proposed change to Supplier’s management or   key Personnel; 9.1.8 any material adverse change in the financial standing of   Supplier; 9.1.9 any proposed implementation of new or revised policies,   processes or information technology; and 9.1.10 any issues identified by   Supplier’s internal or external auditors that may have or has a material   adverse impact on the provision of the Services. 10 CLOUD COMPUTING SERVICES 10.1   Where Supplier has been approved by Citi S’pore to provide public or private   cloud computing services or a portion of the Services that Supplier has been   approved by Citi S’pore to provide involve the use of public or private cloud   architecture, technology or a multi-tenanted system, 61 

    

 

such as   Software as a Service (“SaaS”), Platform as a Service (“PaaS”) or   Infrastructure as a Service (“IaaS”), the Supplier shall: 10.1.1 clearly   identify and segregate all Citi S’pore Information using strong physical or   logical controls that have been reviewed and approved by Citi S’pore; 10.1.2 implement   robust access controls that have been reviewed and approved by Citi S’pore to   protect all Citi S’pore Information at all times, including but not limited   to, up-to-date authentication, tokenization and data encryption technology; 10.1.3   not make changes to the approved and contracted service structure and any   security settings without the prior written consent of Citi S’pore and 10.1.4   immediately notify Citi S’pore of any breach of security and confidentiality   of Citi S’pore Information. 10.2 The Supplier hereby acknowledges and agrees   that a breach of this section 10 shall entitle Citi S’pore to terminate the   Work Order in accordance with section 6 (Termination). 11. GOVERNING LAW AND   JURISDICTION Notwithstanding any term to the contrary in the Agreement, the   governing law and jurisdiction clause as it applies to this Schedule and Work   Orders entered into by Citi S’pore is varied as follows: “The validity of   this Agreement as it applies to the Work Order, the construction and   enforcement of its terms, and the interpretation of the rights and duties of   the parties to the Work Order shall be governed by the laws of Singapore. The   parties to the Work Order submit to the non-exclusive jurisdiction of the   courts of Singapore.” 12. SURVIVAL 12.1 The provision of this Schedule that,   by their nature and content, must survive the completion, rescission,   termination or expiration in order to achieve their fundamental purpose and   effect hereof, shall so survive the Agreement and Work Order, and continue to   bind the Supplier. 12.2 Without limiting the generality of the foregoing, the   following provisions shall survive: sections 2, 3.4, 6.2, 6.3, 10.1.1, 10.1.2   and 11. 62 

    

 

APPENDIX I —   BANKING SECRECY UNDER THE SINGAPORE BANKING ACT, (CAP. 19) APPLICABLE TO   CITIBANK N.A., SINGAPORE BRANCH AND CITIBANK SINGAPORE LIMITED AND THE   BANKING REGULATIONS 2001 APPLICABLE TO CITICORP INVESTMENT BANK (SINGAPORE)   LIMITED APPENDIX II - SINGAPORE LAWS AND REGULATION — CONFIDENTIALITY AND   SECRECY UNDERTAKING (FOR THE SUPPLIER) APPENDIX III - SINGAPORE LAWS AND   REGULATIONS - CONFIDENTIALITY AND SECRECY UNDERTAKING (for Supplier’s   employees/agents/servants/Personnel) APPENDIX IV - SINGAPORE LAWS AND   REGULATIONS — CONFIDENTIALITY UNDER THE TRUST COMPANIES ACT, CAP. 336 OF   SINGAPORE (THE “ACT”) APPLICABLE TO CITITRUST (SINGAPORE) LIMITED AND   CITICORP TRUSTEE (SINGAPORE) LIMITED 63 

    

 

SCHEDULE N —   SRI LANKA LAW REQUIREMENTS  (Version 3   — 15 February 2017) The Bank has an obligation under the Common Law to keep   the affairs of its customers confidential. ADDITIONAL CLAUSES REQUIRED TO   COMPLY WITH THE LAWS AND REGULATIONS APPLICABLE IN SRI LANKA. In order to   ensure compliance with Part V of the Banking Act No. 30 of 1988 as amended   and Section 29 of the Monetary Law Act No. 58 of 1949 as amended, the   Supplier shall comply with the additional clauses set out in (1) below :- 1. Audit   and Inspection  1.1 The Supplier shall:   1.1.1 maintain such records as may be agreed between Citi and the Supplier relating   to the Services provided by the Supplier under this Agreement. The Supplier   shall procure that any sub-contractor appointed (if applicable and including   any disaster recovery and back-up suppliers) shall also maintain complete and   accurate records of all its work in relation to the Services sub-contracted   to it; 1.1.2 subject to the approval of the applicable regulatory authorities   of the Supplier, allow Citi to conduct audits on the Supplier, whether by its   internal or external auditors, or by agents appointed by Citi; and to obtain   copies of any report and finding made on the Supplier in conjunction with the   Services performed for Citi. The Supplier shall co-operate with Citi’s   internal and external auditors to ensure a prompt and accurate audit; 1.1.3 subject   to the approval of the applicable regulatory authorities of the Supplier,   allow any duly authorised officer or representative of the Central Bank of   Sri Lanka, any competent court of law, or other judicial, quasi-judicial,   statutory, regulatory or supervisory authority or any agent appointed by any   of them, to access the Supplier to obtain records and documents, of   transactions, and information of Citi given to, stored at or processed by the   Supplier, the right to access any report and finding made on the Supplier and   to inspect, examine and audit the Supplier’s operations and records insofar   as they are relevant to the Services provided by the Supplier under this   Agreement, including but not limited to the internal controls adopted by the   Supplier with respect to preservation of the confidentiality of data   generally and Citi’s information specifically (where applicable). The   Supplier should ensure and procure that these requirements are met in its   arrangements with any sub-contractor that the Supplier may engage in the   outsourcing (if applicable), including any disaster recovery and backup   suppliers; 1.1.4 adopt whatever supervisory actions and additional measures   which the Central Bank of Sri Lanka, any competent court of law, or other   judicial, quasi-judicial, statutory, regulatory or supervisory authority or   any agent appointed by any of them may require to be taken by Citi, depending   on the potential impact of the outsourcing on Citi and the financial system,   or as circumstances warrant, as communicated by Citi to the Supplier; 1.1.5 adopt   whatever appropriate corrective measures, including enforcement actions,   imposed by the Central Bank of Sri Lanka, any competent court of law, or   other 64 

    

 

judicial,   quasi-judicial, statutory, regulatory or supervisory authority or any agent   appointed by any of them, to address violations of law and regulations or   unsafe or unsound banking practices by Citi or the Supplier. Citi will   communicate such measures to the Supplier if the request made by the Central   Bank of Sri Lanka or such other party is not addressed to the Supplier; and 1.1.6   provide such information as may be required by Citi in a timely manner in   order that Citi may comply with any requirements imposed on Citi by law, the   Central Bank of Sri Lanka, any competent court of law, or other judicial,   quasi-judicial, statutory, regulatory or supervisory authority. 1.2 The   Supplier agrees that the Services it performs for Citi are subject to   examination and regulation of the Central Bank of Sri Lanka, any competent   court of law, or other judicial, quasi-judicial, statutory, regulatory or   supervisory authority or any agent appointed by any of them. 2. Declarations   of Secrecy 2.1 In terms of Section 77 of the Banking Act No. 30 of 1988, as   amended and the Banking Act Direction No. 02/04/002/005/001 dated 1” December   1999, the Supplier shall procure its employees, servants, agents,   representatives and contractors to execute a confidentiality undertaking, in   form and substance acceptable to Citi and the Supplier. 3. Special   clause/condition in software maintenance agreements or service agreements   with software companies 3.1 In terms of the Banking Act Direction No. 02/04/002/005/001   dated 1” December 1999 and Banking Act Direction No 02 of 2012 on the   Outsourcing of Business Operations of a Licensed Commercial Bank and Licensed   Specialized Bank, the Supplier shall ensure that where there are any   agreements with third parties (appointed with Citi’s prior written consent)   with regard to any software maintenance or services such agreements shall   include a confidentiality clause substantially similar to the clause set out   below. “The parties agree that all information provided pursuant to this   Agreement by each party to the other party is confidential and proprietary to   the party providing the information and no party shall use any information   provided by the other party for any purpose other than as permitted or   required for performance under this Agreement. Each party agrees not to   disclose or provide any information provided by the other party to any third   party (with the exception of (i) any affiliate or subsidiary, which is bound   to retain the confidentiality of the information; (ii) employees who have a   need to know in the course of receiving or performing the Services pursuant   to this Agreement, as the case may be, and such disclosure shall be to the   extent required, provided that such employees are bound to retain the   confidentiality of the information; (iii) third party vendors as necessary   for the Supplier to provide Services to Citi under this Agreement, provided   that such vendors are bound to retain the confidentiality of the information;   and (iv) Citi’s disclosure of data to its internal and external auditors)   without the express written consent of the other party, and each party agrees   to take all reasonable measures, including, without limitation, measures   taken by each party to safeguard its own confidential information to prevent   any such disclosure by employees, agents, or contractors. In no event shall   Citi divulge to any third party the contents in any invoices/charge   documentation that it receives from the Supplier, without the written consent   of the Supplier unless pursuant to any request made by the Central Bank of   Sri Lanka, any competent court of law, or other judicial, 65 

    

 

quasi-judicial,   statutory, regulatory or supervisory authority or any agent appointed by any   of them or by the Internal or External Auditors of Citi. Nothing provided   herein shall prevent any party from disclosing information to the extent the   information (i) is or hereafter becomes part of the public domain through no   fault of that party; (ii) is received from and furnished to a third party   without similar restriction on disclosure by such third party; (iii) is   independently developed by it; (iv) is required to be disclosed under law or   any applicable regulation, at the order of a court of law, or at the request   or order of any statutory, regulatory or supervisory authority with whom it customarily   complies; or (v) is already known to it. If either party hires another person   to assist it in the performance of this Agreement, or assigns any portion of   its rights or delegates any portion of its responsibilities or obligations   under this Agreement to another person, the assigning or delegating party   shall cause its assignee or delegate to be bound to retain the   confidentiality of the information.” 3.2 The Supplier shall obtain   confidentiality undertakings, in form and substance acceptable to Citi and   the Supplier from such software companies and the employees of such software   companies who are or will be engaged in the provision of the services   contemplated in this Agreement. 4. Form of Undertaking 4.1 Citi confirms that   the Undertaking set out in the Appendix I hereto is sufficient for the purposes   of complying with clauses 2.1 and 3.2. 5. Compliance with Banking Act   Directions No. 2 of 2012 5.1 The Supplier shall do all such things necessary   to ensure that Citi is in compliance with the Banking Act Direction No 02 of   2012 on the Outsourcing of Business Operations of a Licensed Commercial Bank   and Licensed Specialized Bank, the following in particular: 5.1.1 The   Supplier shall have a satisfactory business continuity plan and conduct   regular tests thereon. 5.1.2 The Supplier shall do all such things and   provide all such information necessary to enable Citi to make transaction   reports and suspicious transactions reports to the Financial Intelligence   Unit, as provided under the Financial Transactions Reporting Act No. 6 of   2006. APPENDIX I - UNDERTAKING14 Undertaking    2011.doc 14 Note: for Supplier’s employees, servants, agents,   representatives and contractors to execute. 66 

    

 

SCHEDULE O —   TAIWAN LAW REQUIREMENTS  (Version 7— 17   January 2017) A. REGULATOR CONTROL 1. Supplier shall, except to the extent   prohibited or restricted by any law, regulation, or legal authority   (including but not limited to any in the host country of Supplier): (i) adopt,   , as it relates to the Services, supervisory actions and additional measures   to reasonably assist Citi’s adoption of necessary measures which the   Regulators (including but not limited to Office of the Comptroller of the   Currency, the Financial Supervisory Commission, the Central Bank of China,   and any other Taiwan regulators, collectively referred to herein as the   “Regulators”) may require to be taken by Citi (which may include obtaining   necessary approvals or consents from the regulators of Supplier, if any, and   negotiate and amend the Agreement and/or any contracts between Supplier and   any sub-contractors to incorporate contract clauses mandated by the   Regulators), depending on the potential impact of the outsourcing on Citi and   the financial system, or as circumstances warrant; and (ii) adopt whatever   appropriate corrective measures, including enforcement actions, imposed by   the Regulators to address violations of law and regulations or unsafe or   unsound banking practices of the Supplier and to reasonably facilitate Citi’s   adoption of necessary measures to address violations of law and regulations   or unsafe or unsound banking practices of Citi. (iii) allow the services it   performs for branches of a U.S. bank in Taiwan or any Citi affiliate in   Taiwan to be subject to examination and regulation of the Regulators. (iv) allow   Regulators based in Taiwan (hereinafter referred to as “Taiwan Regulators”)   or any agent appointed by Taiwan Regulators/Citi, to obtain from Supplier, in   a timely manner, records and documents, of transactions, and information of   Citi given to, stored at or processed by Supplier, the right to access any   report and finding made on Supplier and to inspect, examine and audit   Supplier’s operations and records insofar as they are relevant to the   Services provided by Supplier under this Agreement, including but not limited   to the internal controls adopted by Supplier with respect to preservation of   the confidentiality of data generally and Citi information specifically   (where applicable). Supplier should ensure and procure that requirements   consistent with the foregoing are met in its arrangements with any   sub-contractor that Supplier may engage in the outsourcing (if applicable),   including any disaster recovery and backup supplier. For the avoidance of   doubt, it is understood that the abovementioned parties will be granted   access only to information of Citi and/or Citi’s customers / employees. In   addition, Citi shall ensure that any agent(s) appointed by Citi who it uses   in connection with this Section to treat any information it receives as   Confidential and, without limiting the foregoing, shall be liable to Supplier   for any breach by such agent(s). (v) allow Citi to obtain copies of any   report and finding made on the Supplier in conjunction with the Service. B.   CONFIDENTIALITY AND SECURITY Further to the confidentiality clause in the   Agreement, if Citi furnished, supplied, disclosed, or made available   Confidential Information (including Confidential Information as defined under   the Agreement and Personal Data defined below) to Supplier in connection with   provision of 67 

    

 

the Services   (without regard to whether the information is owned by Citi or by a third   party), the following additional terms and conditions shall be applied to the   Parties: 1. “Personal Data” means and includes personal information of a   natural person within the meaning of Article 2 of the Personal Data   Protection Act (“PDPA”, the relevant extract is attached hereto in Appendix I   as a reference). 2. All Confidential Information, documents and records of   transactions provided or generated pursuant to the Agreement, any Work Order   or Statement of Work, shall remain the property of Citi. Supplier shall while   the same is in its possession hold the same for and on behalf of Citi and   shall deliver the same forthwith upon request. The retention period of each   document/record shall follow Citi’s record retention schedule. Supplier’s   obligations under this clause shall continue after the termination of the   Agreement. 3. Any Confidential Information, documents and records of   transaction disclosed by Citi may only be collected, processed, disseminated,   reproduced or used by Supplier for the purpose of providing the Services   pursuant to the Agreement. Notwithstanding any provision in the Agreement,   Supplier shall not, without Citi’s prior written consent and subject to the   further requirement of this section, further disclose the Confidential   Information to an unauthorized third party unless required to do so by law.   For the avoidance of doubt, Supplier’s affiliate or third party service   providers (other than those approved by Citi to provide the Services) shall   be considered a third party for the purpose of this clause. Further, Supplier   shall procure each of Supplier’s personnel appointed or to be appointed in   connection with Work Order / Statement of Work and/or to perform the Services   or part thereof for and on behalf of Supplier to execute the Confidentiality   and Secrecy Undertaking in the form specified in Form 1 attached hereto or   other form accepted by Citi. 4. Supplier shall treat Confidential Information   with at least the same degree of care that it treats its own confidential   information, but in no event with less than a reasonable degree of care, and   shall implement and maintain adequate technical, personnel and organizational   and other necessary security measures (“Security Measures”) that are designed   to safeguard the information of the other from being stolen, altered,   damaged, destroyed, disclosed or accessed without authorisation, misused and   misappropriated. These Security Measures shall include the following:- 4.1   Organizational security measures to ensure Supplier will disclose the   Confidential Information only to those of Supplier’s authorized personnel who   have a need to know such Confidential Information (only to the extent   necessary) in order to fulfill the purposes contemplated by the Agreement or   the Work Order, and set forth internal rules and procedures for use of and   access to the Confidential Information, which is subject to Supplier’s periodical   review; 4.2 Personnel security measures to ensure that Supplier will (i) educate   and train its personnel regarding information security practices and   procedures and any special requirement of Citi and (ii) instruct and   supervise its personnel who uses or has access to the Confidential   Information to prohibit the personnel from committing unauthorized   disclosure, access, use and misappropriation of the Confidential Information;   4.3 Technical security measures to ensure that Supplier will implement   systems or technological controls to limit access to the Confidential   Information and monitor such access; 4.4 Other security measures to protect   Personal Data as required by Article 8 and 12 of the Enforcement Rules of the   PDPA (attached hereto in Appendix II as a reference) or by Citi to be   communicated by Citi to Supplier from time to time, and thereafter to be   summarized/set out in this Clause 4.4 below: 68 

    

 

 

4.4.1 Allocation   of management personnel and resources for protection of Personal Data; 4.4.2 Defining   the scope, classification, purpose and retention period of Personal Data; 4.4.3   Risk assessment and management mechanism for Personal Data; 4.4.4 Mechanisms   for prevention, notification, remediation, and handling of security incidents;   4.4.5 Internal management procedures for collection, processing, and use of Personal   Data; 4.4.6 Information security management and personnel management; 4.4.7 Awareness   promotion and educational training; 4.4.8 Management of information security   and IT infrastructure; 4.4.9 Mechanisms for information security auditing; 4.4.10   Necessary preservation of records of use, track log files, and evidence; and 4.4.11   Continuing assessment on any improvement on security and maintenance of Personal   Data. 4.5 Other reasonable measures necessary to protect the Confidential   Information as communicated by Citi to Supplier from time to time. 5. Supplier   shall at all times be capable of segregating and clearly identifying all of   Citi’s information, documents, records and assets that are processed by   and/or stored with Supplier pursuant to the Agreement. Supplier agrees that   the Confidential Information (in electronic, paper form or other media) shall   effectively be segregated from those of Supplier and those of other   institutions (the data of which is) handled by Supplier. The segregation   shall be at least logically distinct and the access to and use of the   Confidential Information shall be strictly controlled in order to avoid data   misuse. For the sake of clarity, in the event that the Services provided by   Supplier to Citi involves multiple legal entities (meaning other Citi   entities within Taiwan, each a “Service Recipient Entity”), Supplier shall   ensure that the data of each Service Recipient Entity shall be effectively   segregated from that of other Service Recipient Entity, that of Supplier,   and/or that of other institutions (the data of which is) handled by Supplier.   6. Upon occurrence of any security breach, theft, loss, unauthorized   disclosure or use of Confidential Information Supplier received from Citi   (the “Occurrence”), Supplier shall, without delay, take necessary measures to   minimize the damage or loss and notify Citi immediately of the Occurrence and   the following information as applicable: 6.1 the items of the Confidential   Information that are disclosed or stolen; 6.2 the time and details of the   Occurrence; 6.3 measures that Citi may take to minimize their damage or loss;   6.4 measures adopted by and reliefs to be provided by Supplier to remedy the   Occurrence; and 6.5 contact information to which Citi may report their damage   or loss. 69  

    

 

7. The Personal   Data pertaining to an individual may be made available for review,   correction, or deletion, or must be subject to suspension of being processed   upon such individual’s request and Citi shall endeavor to assist Supplier in   dealing with such request. In the event that such individual to which the   Personal Data pertains raises any objection to the manners in which his/her   request concerning the foregoing matters are addressed by Citi, Supplier   shall endeavor to assist Citi in dealing with such objection. 8. Except as   otherwise expressly provided for by the Agreement and the Work Order, upon   demand by Citi, or upon the termination of the Agreement and/or the relevant   Work Order, Supplier shall promptly return or destroy the Confidential   Information or its duplicates, supplied to, or otherwise obtained by,   Supplier in connection with the Services, in the form or manner specifically   instructed by Citi. If the Confidential Information was stored or saved in   Supplier’s computers, servers, or any other electromagnetic medium, Supplier   also shall delete or purge such stored or saved Confidential Information in   the form or manner specifically instructed by Citi. 9. If Supplier is   directed by court order, subpoena or other legal or administrative proceeding   or similar process to disclose any of the Confidential Information provided   pursuant to this Agreement, Supplier shall promptly notify Citi in writing   (unless it has a legal obligation to the contrary), with a copy of such   document attached, in sufficient detail promptly upon receipt of such court   order, subpoena, legal or administrative, or similar process, in order to   permit application by Citi for an appropriate protective order. 10.If   Supplier receives any request from Supplier’s or any overseas regulatory or   supervisory agency to access to any Confidential Information or if a   situation were to arise where the rights of access of Citi or Taiwan   Regulator have been restricted or denied, Supplier shall provide prompt   notice of such request to Citi to enable Citi to notify its Taiwan Regulator   and seek any required regulatory approval for the provision of such customer   data by Supplier. 11.Supplier acknowledges and agrees that: 11.1 Citi   reserves the rights to supervise and audit Supplier in connection with the   provision of the Services and the Confidential Information disclosed to   Supplier; 11.2 Citi reserves the rights not to furnish, supply, disclose, or   make available the Confidential Information to Supplier in connection with   provisions of the Services if Supplier fails to comply with the terms and   conditions set forth in Section B hereof; and 11.3 Supplier shall be   responsible for damages arising out of, or relating to divulgence, loss,   alteration, misappropriation, and/or unauthorized disclosure of the   Confidential Information caused by Supplier. 12. Where services entail access   to Taiwan’s customer information/confidential information: 12.1 Citi reserves   the right to revoke, restrict and monitor the use and access to Citi’s   systems, customer information and confidential information. Supplier will   obtain Citi’s agreement before it grants any of its personnel (including that   of its subcontractors) access to the systems which contains Citi’s customer   information/confidential information. Upon Citi’s request, Supplier will provide   full list and job function of such personnel. In the event of any security   breaches, unauthorized access or use of Citi’s systems/customer   information/confidential information, Supplier will promptly notify Citi   without delay. 12.2 In the event Supplier uses Citi’s customer   information/confidential information to produce reports for regional/global   management for the purposes of Citigroup internal control and management or   risk analytical/management, Supplier will obtain Citi’s agreement for the   following matters:- 70  

    

 

(i) a full list   of regular management report (and samples) and the nature, extent and   recipients of such reports Supplier intends to generate; and (ii) each ad hoc   report not listed on the approved list. 12.3 Supplier will obtain Citi’s   agreement before it sends/stores/provides access to Citi’s customer   information/confidential information to any facility/data center outside Citi   premises. C. MONITORING AND CONTROL Supplier agrees to meet with Citi as   reasonable time and from time to time upon prior written notice being given   to Supplier at the reasonable request of Citi to review all aspects of the   Services provided by Supplier hereunder and/or other matters of mutual interest   to Supplier and Citi and adopt any recommendations and/or measures reasonably   proposed by Citi to ensure, inter alia, compliance with legal and regulatory   obligations. Supplier further agrees, in accordance with the standard   operating procedures set out in Citigroup corporate policies, to maintain a   customer protection system, a risk management system, an internal control   system, an internal audit system, a mechanism to cooperate with Citi to   settle consumers’ disputes and the management of personnel hired by Supplier,   in each case as required by such Citigroup corporate policies. Supplier shall   endeavor to follow the requirements set forth in the applicable Outsourcing   Due Diligence Form (attached hereto in Form 5 as a reference) as provided by   Citi from time to time or other written requirement notified by Citi.   Supplier agrees to conduct regular and irregular internal audits and   immediately notify Citi if the Services cannot be duly discharged, or there   is difficulty, or a threat of encountering difficulty, in performing such   Services. D. COMPLIANCE WITH LAWS Supplier shall not violate mandatory or   prohibitive provisions of the law, public order or good morals, and shall   ensure that the banking law, the anti-money laundering law, the PDPA,   consumer protection law and other applicable laws and regulations in Taiwan   (such laws and regulations to be communicated by Citi to Supplier from time   to time, and thereafter to be summarized/set out in this Schedule) are   complied with. E. SUBCONTRACTING Further to clauses in the Agreement dealing   with subcontracting:- 1. Notwithstanding any other provisions in the   Agreement or in this Schedule may provide otherwise, Supplier shall not   subcontract or outsource any or all of its obligations set forth in this   Agreement to any third party (including without limitation Supplier’s   subsidiaries or affiliates) unless obtaining the prior written approval from   Citi. 2. If Supplier is permitted to outsource or subcontract to third   parties any of its obligations set forth in the Agreement, Supplier shall (i)   procure the compliance by all assignees/ outsources/ sub-contractors with the   provisions of the Agreement and the country addenda relating to the   performance of such obligations (including, without limitation, provisions   relating to security and confidentiality, audit and inspection and business   continuity management), and (ii) require all non-affiliated third party   sub-contractors to accept and comply with the terms of this Schedule, as well   as the Local Country Addendum of other relevant countries (collectively   “LCAs”). (The LCAs set out local laws and regulatory requirements applicable   to non-affiliated parties, and have been drafted to fit into standard Citi   vendor agreements. Supplier shall obtain up-to-date versions of the relevant   LCAs from Citi). Supplier shall be remain fully responsible to Citi for its 71   

    

 

obligations   under this Agreement and for the subcontractor’s performance of such duties   and obligations regardless of whether Supplier is negligent in respect of its   selection or supervision of the subcontractor. 3. Without prejudice to the   above, and in accordance with Article 10 of the Financial Supervision   Commission (“FSC”) Outsourcing Guidelines for Financial Institutions   (attached hereto in Appendix III, as a reference), Supplier’s agreements with   its subcontractors shall, at the minimum, specify the following matters, in   order to maintain the quality of the outsourced services:- 3.1 Description of   the specific outsourced items and the scope thereof, as well as the rights   and duties of the sub-contractors. 3.2 The relevant Taiwan laws and   regulations (including the Banking Law, Anti-Money Laundering Law, the PDPA,   Consumer Protection Law and other laws and regulations) applicable to Citi   with which the subcontractors must comply (such laws and regulations to be   provided/updated by Citi from time to time). 3.3 The protection of consumer   rights, including confidentiality and security measures regarding Citi’s   information. 3.4 The consumer protection, risk management, internal control   and internal audit systems to be implemented by the sub-contractor in   accordance with the standard operating procedures set out in Citigroup   corporate policies. 3.5 Procedure for settlement of consumer disputes should   follow Citigroup corporate policies. 3.6 Management of personnel hired by the   sub-contractors, including hiring, review and sanctions related to its   personnel, should follow Citigroup corporate policies. 3.7 Material events   which constitute cause for termination of the outsourcing agreement including   provisions regarding the termination or recession of the agreement upon   notification of the Regulators. 3.8 The agreement of the sub-contractors that   the Regulators may request relevant information or reports and conduct   financial audits, or may order such sub-contractors to provide relevant   information or reports within prescribed deadlines. 3.9 Agreement that the   sub-contractors shall not use the name of Citi when dealing with the public   in the course of handling the outsourced matters. 3.10 Other terms and   conditions to the effect that the sub-contractor will be subject to and   comply with the terms and conditions of the Agreement and the LCAs. 4. Supplier   shall adopt sufficient internal control measures, including but not limited   to, designating a project manager who is responsible for the subcontracted   services, monitoring a subcontractor and its performance, and establishing   audit functions. 5. Supplier shall cause the subcontractor to periodically   report to Supplier on the status of subcontracted services and the   subcontractor, upon request of Citi and/or Supplier, must provide Citi and/or   Supplier with necessary information in a prompt manner. 6. Supplier shall   audit a subcontractor periodically to ensure that such subcontractor complies   with applicable Taiwan laws and regulations and all terms and conditions set   forth in the Agreement, applicable Work Order and this Schedule. 72 

    

 

7. Supplier   shall prepare a continuity of business plan in order to provide Citi with   continuous Services in case of emergency or subcontractor’s failure to   perform the Services in accordance with the subcontracting agreement. 8. Supplier,   upon the request of Citi, shall provide Citi with information of its   subcontractor, including but not limited to, name of the subcontractor and   its project manager, contact information of the subcontractor, description of   the services subcontracted, the subcontracting agreement, and the periodical   report on the subcontracted services. 9. Where Citi has consented to Supplier   assigning, outsourcing or sub-contracting any or all of the Services, Citi   may require Supplier to, and Supplier shall, provide to Citi written   notification of any variation or termination of the agreement between   Supplier and that third party. The written notification shall be provided to   Citi within three (3) days of the variation or termination. F. IDENTITY OF   SERVICE PROVIDER Supplier, when providing the Service, shall not hold itself   out to others as Citi. Supplier shall not engage in untrue advertisements or   collect fees from consumers when dealing with the public in the course of   handling the Services. G. NOTICE 1. If Supplier receives Citi’s Confidential   Information, Supplier, upon a request of Citi, shall fill out all necessary   information in the Confidential Information Sharing Attestation (Form 2)   attached hereto or other form accepted by Citi and submit such Form to Citi.   If Supplier subcontracts all or any part of handling of the Protected Information   to a third party, Supplier shall also fill out the Subcontract Consent and   Attestation (Form 4) attached hereto or other form accepted by Citi and   submit such Form to Citi prior to the subcontracting. 2. If Supplier returns   or destroys the Protected Information in accordance with Section B 8,   Supplier, upon a request of Citi, shall fill out all necessary information in   the Confidential Information Return/Deletion Attestation (Form 3) attached   hereto or other form accepted by Citi and submit such Form to Citi without   unnecessary delay. 3. If Supplier outsources all or a part of the Services to   a subcontractor, Supplier, upon a request of Citi, shall fill out all   necessary information in the Subcontract Consent and Attestation (Form 4)   attached hereto or other form accepted by Citi and submit such Form to Citi   prior to such outsourcing arrangement. 4. If Supplier makes material changes   in provision of the Service upon occurrence of any matter which give rise to   a material impact on Citi, including but not limited to system upgrade and/or   alteration, changes in business processes, changes in ownership, and changes   in the supervisory and management of the subcontractor, Supplier shall notify   Citi promptly and, upon Citi’s request, provide relevant service report or   necessary information in relation thereto. Furthermore, if any aforementioned   changes exceed or potentially exceed the scope of services approved by the   competent authority, such changes will not be effective until approval or   waiver from such competent authority is obtained. 5. Citi reserves the right   to request Supplier to provide a service report periodically or upon Citi’s   notification from time to time on provision of the Services in a form   accepted by Citi. 6. Supplier will notify Citi promptly if there are any   significant or major litigation arising from or in relation to the services   covered hereunder. 73 

    

 

H. ADDITIONAL   DAMAGES CLAUSES 1. Without limiting any of Supplier’s rights or remedies in   the event of breach by Citi, in the event that Supplier does not comply, or   it reasonably appears that Supplier is not complying, in any material respect   with the provision of the Agreement applicable to a Service provided to or   for the benefit of Citi in Taiwan (including the service standard set forth   in the applicable work order), Citi may upon reasonable notice: 1.1 require   Supplier to take any necessary action to remedy or mitigate the relevant   deficiency in such reasonable manner as Citi may reasonably specify; 1.2 require   Supplier to compensate Citi for any actual loss incurred therefrom or any   liquidated damages, if applicable, agreed by both Parties in the Agreement or   the Work Order (if any) (provided (i) Citi has not caused or contributed to   any such failure as a result of its own act, omission or breach of the   Agreement and or work order (if any), and (ii) such failure is not caused by   any force majeure event); and/or 1.3 where there is any breach of a material   obligation under the Agreement, terminate the Services provided to or for the   benefit of Citi in Taiwan in accordance with relevant clauses. 2. In the   event that any Service level failure is subject to liquidated damages (under   the applicable Work Order or as otherwise agreed in writing by the Parties),   then the payment by (or credit from) Supplier under the relevant liquidated   damage provision shall be deemed as full satisfaction for such Service level   failure, provided that nothing in the foregoing shall limit a claim by Citi   for damages in the event that the failure constitutes a separate breach under   the Agreement. In the event of a claim for damages based on such a separate   breach, Supplier shall receive a credit for any liquidated damages paid or   payable. Appendix I Article 2 of the Personal Data Protection Act Appendix II   Article 8 and 12 of the Enforcement Rules of Personal Data Protection Act Appendix   III Article 10 of the Financial Supervision Commission (“FSC”) Outsourcing   Guidelines for Financial Institutions (see attached for Appendices) Appendices   I II & III  2017.docx FORM 1—CONFIDENTIALITY   AND SECRECY UNDERTAKING 74 

    

 

FORM 2 —   CONFIDENTIAL INFORMATION SHARING ATTESTATION Form 2,SOMIZEIREraikin FORM 3 —   CONFIDENTIAL INFORMATION RETURN/DELETION ATTESTATION FORM 4 — SUBCONTRACT   CONSENT AND ATTESTATION Form 4 for LCA_subcontract con FORM 5 — OUTSOURCING   DUE DILIGENCE FORM 75 

    

 

SCHEDULE P   —THAILAND LAW REQUIREMENTS  (Version 2—   revalidated 18 January 2017) 1. Right to audit and access [Section 5 (13),   Annex 3 of BOT Notification No. SorNorSor 8/2557 dated December 25th, 2557and   Section 5.5.1 (3.2) of BOT Notification No. SorNorSor 6/2557 dated July 14,2557]   With reasonable prior written notice to the Supplier, the Supplier shall   allow Citi, its regulators (including but not limited to Bank of Thailand,   the Anti-Money Laundering Office of Thailand) or any person appointed by them   and/or its internal and external auditors to (i) access any report and   finding made on the Supplier in connection with the Services performed for   Citi; (ii) access to the business premises of the Supplier in the exercise of   its right herein; (iii) inspect, examine and audit the Supplier’s operations   and records in relation to the Services provided by the Supplier under the   Agreement including but not limited to the internal controls and the   confidentiality and security system; and (iv) obtain and make copies of   reports, documents of transactions and information stored or processed by the   Supplier in connection with the Services pursuant to the Agreement. 2. Information   Security [Sections (3) ((1)) and (5(8), Annex (3) of BOT Notification #   SorNorSor 8/2557 dated December 25th, 2557 ] The Supplier agrees and   undertakes, and shall procure all its personnel, to segregate Citi’s data from   its own data and data of any other entity and to stipulate a data access   right of the Supplier’s personnel strictly to protect confidentiality of Citi   and its clients’ information. 3. Transition Services [Sections 3 (5), Annex 3   of BOT Notification # SorNorSor 8/2557 dated December 25th, 2557 and Section 5.5.1   (4.3) of BOT Notification No. SorNorSor 6/2557 dated July 14, 2557] Upon   termination of any Service, the Supplier shall return, destroy or delete all   confidential information and personal information of Citi or its clients   previously given (including without limitation, information incorporated in   computer software or held in electronic storage media, together with any   analyses, compilations, studies, reports or other documents or materials   containing any such confidential information or personal information, as are   in the possession or control of the Supplier) subject to the legal   requirements for retention of records. The Supplier shall certify in writing   to Citi within 30 days of the termination of the Services that it has not   retained any such confidential information or personal information in any   form whatsoever. 76 

    

 

SCHEDULE Q   —VIETNAM LAW REQUIREMENTS  (Version 6 —   23 March 2017) For the purposes of each Work Order made between the Supplier   and Citi, the following terms and conditions shall be added to the Agreement   and the Work Order, as applicable, in its entirety: 1. REGULATOR CONTROL OF   THE VIETNAM ENTITY The Supplier and Citi, as the case may be, shall be   subject to and shall fully comply with and abide by the laws of the Socialist   Republic of Vietnam which include, but are not limited to, finance and   banking laws and regulations applicable to the execution and implementation   in force from time to time and each party warrants that the required   approvals (if any) have been obtained and will be maintained for the duration   of the Work Order concerned. Especially, for purposes of services provision   under the Master Service Agreement and applicable Work Order, the Supplier   shall satisfy all business conditions when conducting business in the lines   of business investment which are subject to conditions in accordance with the   Law on Investment and to ensure maintenance of all such business investment   conditions during the process of business operation pursuant to Article 8.1   Law on Enterprises No. 68/2014/QH13 dated 26 November 2014. With regards to   the foreign exchange control, Citi and the Supplier shall comply with the   requirements of the Civil Code 2005, the Foreign Exchange Control Ordinance   No. 28/2005/PL-UBTVQH11, Decree 70/2014/ND-CP dated 17 July 2014 of the   Government on foreign exchange control and any implementation guidelines,   replacement, supplement or in addition thereof and other laws and regulations   as may be applicable from time to time. 2. INFORMATION CONFIDENTIALITY, DATA   PRIVACY, STATE SECRECY AND IT SYSTEM SECURITY 2.1. The Supplier will maintain   and enforce safety and physical security procedures with respect to its   access and maintenance of Citi’s Confidential Information that are (a) at   least equal to industry standards for such types of locations, and (b) which   provide reasonably appropriate technical and organizational safeguards   against accidental or unlawful destruction, loss, alteration or unauthorized   disclosure of or access to Citi’s Confidential Information. Without limiting   the generality of the foregoing, the Supplier will take all reasonable   measures to secure and defend its location and equipment against “hackers”   and others who may seek, without authorization, to modify or access the   Supplier’s systems or the information found therein. The Supplier will   periodically test its systems for potential areas where security could be   breached. The Supplier will immediately report to Citi any breaches of   security or unauthorized access to Citi’s systems that the Supplier detects   or becomes aware of. The Supplier will use diligent efforts to remedy such   breach of security or unauthorized access in a timely manner and deliver to   Citi a root cause assessment and future incident mitigation plan with regard   to any breach of security or unauthorized access affecting Citi’s   Confidential Information. 2.2. The Supplier hereby acknowledges receipt of a   written notice from Citi highlighting Citi’s Supplier’s obligations of confidentiality   and data privacy, State secrets protection and IT system security under the   laws of Vietnam. The written notice is attached hereto as Appendix I. The   Supplier hereby undertake that the Supplier shall fully understand and   strictly comply with the local laws and regulations applicable to the   services provided by the Supplier under the Agreement and Work Order,   including but not limited to the regulations as set forth in the Appendix I. 77   

    

 

2.3. The   Supplier hereby acknowledges that it is aware of and understands the effect   of, and agrees and undertakes to, and to procure all its Personnel, third   party vendors and Supplier Affiliates to observe all precautionary measures   and prevent disclosure of information that will cause Citi to violate any   applicable regulation as mentioned herein. 2.4. The Supplier further agrees   and undertakes that it will not, and will covenant all its Personnel, third   party vendors and Supplier Affiliates not to do anything which will cause the   Vietnam Entity or any of its customers to violate the laws set out herein. 2.5.   The Supplier (i) shall not, without Citi’s prior written consent, disclose   the information provided pursuant to the Agreement and the Work Order in any   manner (read with this Schedule) and (ii) shall treat information with at   least the same degree of care that it treats its own confidential   information, but in no event with less than a reasonable degree of care. 2.6.   The Supplier and its employees shall not without Citi’s prior written consent   further disclose Citi’s Confidential Information to any person (save for   disclosure to the Supplier’s employees in compliance with Citi’s policies and   procedures and applicable laws of Vietnam). For the avoidance of doubt, the   term “person” includes the Supplier’s Affiliates. 2.7. Citi is allowed to   transfer data, provide customer information including deposits, assets, and   other information to its offshore head office or its branches at other   countries provided that Citi ensures compliance with regulations on   confidentiality of information, storage, safety, State secrecy and for   internal operational purposes only. Subject to the foregoing regulation, Citi   may have Confidential Information of an Affiliate and in connection with the   Services provided by the Supplier to Citi, Citi may disclose Confidential   Information of an Affiliate to the Supplier. Citi will inform the Supplier   whether Confidential Information of an Affiliate is being provided to the   Supplier in connection with the Services provided by the Supplier to Citi.   The Supplier shall not disclose that Confidential Information to any other   party (including, for the avoidance of doubt, any other Affiliate) unless   such disclosure is with the written consent of Citi. The Supplier shall   further comply with the Schedule applicable to that Affiliate. 2.8. The   Supplier shall at all times be capable of segregating and clearly identifying   all of Citi’s information, documents, records and assets that are processed   by and/or stored with the Supplier pursuant to the Agreement and the Work   Order. The Supplier shall take technical, personnel and organizational   measures in order to maintain the confidentiality of Citi’s information   between its various customers. 2.9. The Supplier hereby acknowledges that   Citi may be requested at any time by the SBV to provide information and   statistical data for purposes of assessment, inspection and supervision of   operations of the credit institutions. 2.10. Citi shall not be permitted to   provide any other organization or individual with information of Citi’s   client at Citi under the laws of Vietnam, unless requested by competent   authority or unless agreed by such clients pursuant to Civil Code 2005   (replaced by Civil Code 2015 as from 1 January 2017) and Law on Credit   Institutions. The use of personal information is restricted only for the   purpose(s) as prior agreed by the personal information’s owner; and the   personal information’s owner reserves right upon request to update, modify or   revoke any information which Citi or Supplier has been properly granted   access to pursuant to Law on Cyber-information Security and Law on Protection   of Consumers’ rights. 2.11. If any Citi’s information or data (even   concerning deposits and deposited asset of the Citi’s clients) is considered   as State secrets pursuant to Chapter 2 Ordinance 30/2000/PL-UBTVQH10 dated 28   December 2000 on State secrets protection, Decision No.15/2003/QD- 78 

    

 

TTg issued by   Prime Minister dated 20 January 2003 and Decree No. 70/2000/ND-CP dated 21   November 2000 ("State Secrets"), Citi is only permitted to disclose   of such State Secrets to offshore entities after obtaining SBV Governor's   approval except for complicated cases requiring approval from a higher-level   authority as stated under SBV's Decision No. 1087/2003/QD-NHNN dated 17   September 2003. It is also required that such entity after receiving the   State Secrets as approved is not allowed to disclose the same to any third   party. 3. LANGUAGE Language used in Citi's official transaction documents   shall be either Vietnamese or either bilingual including Vietnamese (pursuant   to Article 20 Circular No. 40/2011/TT-NHNN dated 15 December 2011, Article 18   Decree 22/2006/ND-CP dated 28 February 2006 and Article 5.3.a Decision No.   1789/2005/QD-NHNN dated 12 December 2005). 4. WITHHOLDING TAX The Supplier   being foreign contractors shall incur value added tax and corporate income   tax imposed on the Services and/or Deliverables under the Master Service   Agreement and applicable Work Order as required by laws of Vietnam, and Citi   will pay such taxes on behalf of the Supplier pursuant to Article 1.1,   Article 5.1 and Article 11 Circular 103/2014/TT-BTC dated 6 August 2014. 5.   GOVERNING LAW AND JURISDICTION As from 1 January 2017, the governing law   applicable to Master Agreement and/or the Work Order shall be agreed at the   parties' discretion pursuant to Article 683.1 Civil Code 2015. All claims or   disputes arising out of or in connection with the Master Agreement and/or the   relevant Work Order which is performed, in whole and in part, in Vietnam may   be submitted to the non-exclusive jurisdiction of court in Vietnam pursuant   to Article 469.1 Code on Civil Proceedings 2015 (effective as from 1 July   2017); otherwise resolved by arbitration if the Parties have an arbitration   agreement made either prior or after the dispute arises. APPENDIX I Appendix   I­ Regulation list (6Febt 79 TTg issued by Prime Minister dated 20 January 2003   and Decree No. 70/2000/ND-CP dated 21 November 2000 (“State Secrets”), Citi   is only permitted to disclose of such State Secrets to offshore entities   after obtaining SBV Governor’s approval except for complicated cases   requiring approval from a higher-level authority as stated under SBV’s   Decision No. 1087/2003/QD-NHNN dated 17 September 2003. It is also required   that such entity after receiving the State Secrets as approved is not allowed   to disclose the same to any third party. 3. LANGUAGE Language used in Citi’s   official transaction documents shall be either Vietnamese or either bilingual   including Vietnamese (pursuant to Article 20 Circular No. 40/2011/TT-NHNN   dated 15 December 2011, Article 18 Decree 22/2006/ND-CP dated 28 February 2006   and Article 5.3.a Decision No. 1789/2005/QD-NHNN dated 12 December 2005). 4. WITHHOLDING   TAX The Supplier being foreign contractors shall incur value added tax and   corporate income tax imposed on the Services and/or Deliverables under the   Master Service Agreement and applicable Work Order as required by laws of   Vietnam, and Citi will pay such taxes on behalf of the Supplier pursuant to   Article 1.1, Article 5.1 and Article 11 Circular 103/2014/TT-BTC dated 6   August 2014. 5. GOVERNING LAW AND JURISDICTION As from 1 January 2017, the   governing law applicable to Master Agreement and/or the Work Order shall be   agreed at the parties’ discretion pursuant to Article 683.1 Civil Code 2015. All   claims or disputes arising out of or in connection with the Master Agreement   and/or the relevant Work Order which is performed, in whole and in part, in   Vietnam may be submitted to the non-exclusive jurisdiction of court in   Vietnam pursuant to Article 469.1 Code on Civil Proceedings 2015 (effective   as from 1 July 2017); otherwise resolved by arbitration if the Parties have   an arbitration agreement made either prior or after the dispute arises. APPENDIX   I Appendix I - Regulation list (6Feb2 79EX-10.2

 Exhibit 10.2 

A MARK OF [**] IN THE TEXT OF THIS EXHIBIT INDICATES THAT CONFIDENTIAL MATERIAL HAS BEEN OMITTED. THIS EXHIBIT. INCLUDING THE OMITTED PORTIONS, HAS BEEN
FILED SEPARATELY WITH THE SECURITIES AND EXCHANGE COMMISSION PURSUANT TO AN APPLICATION REQUESTING CONFIDENTIAL TREATMENT UNDER RULE 24B-2 OF THE SECURITIES EXCHANGE ACT OF 1934, AS AMENDED. 

 

			
		 	 Deutsche Bank

		 	  
 Deutsche Bank AG, London Branch

Winchester house
 1 Great Winchester St, London EC2N 2DB

Telephone:  44 20 7545 8000
  

c/o Deutsche Bank Securities Inc.
 60 Wall Street

New York, NY 10005
 Telephone:  212-250-2500

 SUPPLEMENTAL CONFIRMATION 
  

			
	To:	  	 Fifth Third Bancorp
 Fifth Third Center

Cincinnati, Ohio 45263

		
	From:	  	Deutsche Bank AG, London Branch
		
	Subject:	  	Accelerated Stock Buyback
		
	Ref. No.:	  	726877
		
	Date:	  	April 26, 2017

 The purpose of this Supplemental Confirmation is to confirm the terms and conditions of the Transaction
entered into between Deutsche Bank AG, London Branch (“Deutsche”), with Deutsche Bank Securities Inc. acting as agent, and Fifth Third Bancorp (“Counterparty”) (together, the “Contracting Parties”)
on the Trade Date specified below. This Supplemental Confirmation is a binding contract between Deutsche and Counterparty as of the relevant Trade Date for the Transaction referenced below. 

1. This Supplemental Confirmation supplements, forms part of, and is subject to the Master Confirmation dated as of May 21, 2013 (the “Master
Confirmation”) between the Contracting Parties, as amended and supplemented from time to time. All provisions contained in the Master Confirmation govern this Supplemental Confirmation except as expressly modified below. 

2. The terms of the Transaction to which this Supplemental Confirmation relates are as follows: 

 

			
	 Trade Date:
	  	April 26, 2017
		
	 Forward Price Adjustment Amount:
	  	[**]*
		
	 Calculation Period Start Date:
	  	April 27, 2017
		
	 Scheduled Termination Date:
	  	July 26, 2017
		
	 First Acceleration Date:
	  	[**]*
		
	 Prepayment Amount:
	  	USD 342,000,000.00
		
	 Prepayment Date:
	  	May 1, 2017

  

					
	 Chairman of the Supervisory Board: Paul Achleitner.

Management Board: John Cryan (Chairman), Marcus Schenck, Christian Sewing, Kimberly Hammonds, Stuart Lewis, Sylvie Matherat, Nicolas Moreau, Garth
Ritchie, Karl von Rohr, Werner Steinmüller.
  
 Deutsche Bank AG is
authorised under German Banking Law (competent authority: European Central Bank and the BaFin, Germany’s Federal Financial Supervisory Authority) and, in the United Kingdom, by the Prudential Regulation Authority. It is subject to supervision
by the European Central Bank and by BaFin, and is subject to limited regulation in the United Kingdom by the Financial Conduct Authority and the Prudential Regulation Authority.
	 	 	  	Deutsche Bank AG is a joint stock corporation with limited liability incorporated in the Federal Republic of Germany, Local Court of Frankfurt am Main, HRB No. 30 000; Branch Registration
in England and Wales BR000005 and Registered Address: Winchester House, 1 Great Winchester Street, London EC2N 2DB. Deutsche Bank AG, London Branch is a member of the London Stock Exchange. (Details about the extent of our authorisation and
regulation by the Prudential Regulation Authority, and regulation by the Financial Conduct Authority, are available on request or from www.db.com/en/content/eu_disclosures.htm)

  
 *  CONFIDENTIAL INFORMATION
HAS BEEN OMITTED AND HAS BEEN FILED SEPARATELY WITH THE SECURITIES AND EXCHANGE COMMISSION. 

			
	 Initial Shares:
	  	11,641,971 Shares; provided that if, in connection with the Transaction, Deutsche is unable to borrow or otherwise acquire a number of Shares equal to the Initial Shares for delivery to Counterparty on the Initial Share
Delivery Date, the Initial Shares delivered on the Initial Share Delivery Date shall be reduced to such number of Shares that Deutsche is able to so borrow or otherwise acquire, and Deutsche shall use reasonable good faith efforts to borrow or
otherwise acquire a number of Shares equal to the shortfall in the Initial Share Delivery and to deliver such additional Shares as soon as reasonably practicable. The aggregate of all Shares delivered to Counterparty in respect of the Transaction
pursuant to this paragraph shall be the “Initial Shares” for purposes of “Number of Shares to be Delivered” in the Master Confirmation.
		
	 Initial Share Delivery Date:
	  	May 1, 2017
		
	 Ordinary Dividend Amount:
	  	[**]*
		
	 Scheduled Ex-Dividend Date:
	  	June 28, 2017
		
	 Termination Price:
	  	[**]*
		
	 Additional Relevant Days:
	  	The 5 Exchange Business Days immediately following the Calculation Period.
		
	 Reserved Shares:
	  	The number of Reserved Shares set forth in Annex A to the Master Confirmation shall be increased by 27,392,871 Shares.

 3. Counterparty represents and warrants to Deutsche that neither it nor any “affiliated purchaser” (as defined in
Rule 10b-18 under the Exchange Act) has made any purchases of blocks pursuant to the proviso in Rule 10b-18(b)(4) under the Exchange Act during either (i) the four
full calendar weeks immediately preceding the Trade Date or (ii) during the calendar week in which the Trade Date occurs. 
 4. Deutsche hereby
acknowledges that, as publicly disclosed by Counterparty, Counterparty intends to conduct rescission offers in respect of the Shares (the “Offers”) during the term of the Transaction. Notwithstanding anything to the contrary in the
Master Confirmation or Supplemental Confirmation, Deutsche hereby acknowledges and agrees that the Offers will not constitute Tender Offers for purposes of the Transaction or otherwise violate any representations, warranties or covenants contained
therein. The Offers will be made on the terms, and subject to the conditions, set forth in prospectus supplements to the prospectus, dated March 28, 2016, to be filed with the SEC as part of Counterparty’s Registration Statement on Form S-3 (File No. 333-210429). Counterparty intends to launch the Offers and file the prospectus supplements with the SEC prior to 9:00 a.m. on Thursday, April 27, 2017.
The Offers will be made in respect of a maximum of 3,527,522 Shares to eligible participants. The Offers are expected to extend for a period of 36 days. 

5. This Supplemental Confirmation may be executed in any number of counterparts, all of which shall constitute one and the same instrument, and any party
hereto may execute this Supplemental Confirmation by signing and delivering one or more counterparts. 
 [Remainder of Page Intentionally
Blank] 

  
 *  CONFIDENTIAL INFORMATION
HAS BEEN OMITTED AND HAS BEEN FILED SEPARATELY WITH THE SECURITIES AND EXCHANGE COMMISSION. 

 Counterparty hereby agrees (a) to check this Supplemental Confirmation
carefully and immediately upon receipt so that errors or discrepancies can be promptly identified and rectified and (b) to confirm that the foregoing (in the exact form provided by Deutsche) correctly sets forth the terms of the agreement
between Deutsche and Counterparty with respect to any particular Transaction to which this Master Confirmation relates, by manually signing this Master Confirmation or this page hereof as evidence of agreement to such terms and providing the other
information requested herein and immediately returning an executed copy to Deutsche Bank Securities Inc., Facsimile No. 646-736-7122. 

 

							
		 	Yours faithfully,
		
		 	DEUTSCHE BANK AG, LONDON BRANCH
				
		 	By:	  	/s/ Paul Stowell	 	
		 		  	Name: Paul Stowell	 	
		 		  	Title: Attorney in Fact	 	
				
		 	By:	  	/s/ Robert W. Beck	 	
		 		  	Name: Robert Back	 	
		 		  	Title: Attorney in Fact	 	
		
		 	 DEUTSCHE BANK SECURITIES INC.,

acting solely as Agent in connection with the Transaction

				
		 	By:	  	/s/ Paul Stowell	 	
		 		  	Name: Paul Stowell	 	
		 		  	Title: Attorney in Fact	 	
				
		 	By:	  	/s/ Robert W. Beck	 	
		 		  	Name: Robert Back	 	
		 		  	Title: Attorney in Fact	 	

 Agreed and Accepted By: 

FIFTH THIRD BANCORP 
  

			
	By: 	 	/s/ James C. Leonard
		 	Name: James C. Leonard
		 	Title: Treasurer

  
 [Signature Page to
FITB ASR Supplemental Confirmation]

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