Document:

EX-10.25

 Exhibit 10.25 

CONFIDENTIAL 

EXECUTION VERSION 

MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 2 

DESCRIPTION OF SERVICES 

 CONFIDENTIAL 

EXECUTION VERSION 
  

 TABLE OF CONTENTS 

 

									
	1.		Introduction		 	1	  
				
			1.1		Purpose		 	1	  
			1.2		References		 	1	  
			1.3		Definitions		 	1	  
			
	2.		Services		 	2	  
				
			2.1		Overview		 	2	  
			2.2		Charges		 	2	  
			2.3		Operations Manual		 	2	  
			2.4		Service Categories		 	2	  
			2.5		Provision of Services		 	3	  
			2.6		Service Delivery Practices		 	3	  
			
	3.		Equipment and Third Party Agreements		 	3	  
				
			3.1		Managed Agreements		 	3	  
			3.2		Assigned Agreements		 	4	  
			
	4.		Evolution		 	4	  
				
			4.1		Service Delivery		 	4	  
			4.2		Periodic Review		 	5	  
			4.3		Support of Evolution		 	5	  
			
	5.		Projects		 	5	  
				
			5.1		Projects		 	5	  
			5.2		Work Order		 	6	  
			5.3		Critical Deliverables		 	6	  
			5.4		Change Orders		 	6	  
			5.5		Reprioritization and Cancellation		 	6	  
			
	6.		Finance Services – Undertakings		 	7	  
				
			6.1		Debt and other Covenants		 	7	  

  

			
	LS&Co. – Exhibit 2 – Description of Services		Page i

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	1.	INTRODUCTION. 

  

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

  

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

  

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

  

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

  

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

  

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

  

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

 

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

 

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

  

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

 

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

  

	 	(i)	 “Work Order” means a document (substantially in a form and format acceptable to LS&Co.) that authorizes Supplier’s
performance of the services, tasks and responsibilities for a Project. A Work Order shall specify the business 

  

			
	LS&Co. – Exhibit 2 – Description of Services		Page 1

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requirements of LS&Co., the services, tasks and responsibilities to be performed by Supplier, each Deliverable and its associated milestone and Deliverable Credit, the Charges to be paid by
LS&Co. for Supplier’s completion of the Project and such other items required by LS&Co. 

  

	2.	SERVICES. 

  

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

 

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

  

	2.3	Operations Manual. Supplier shall be responsible for developing and maintaining the Operations Manual. Supplier shall update the Operations Manual (and provide LS&Co. with a copy of such updated manual) to
reflect any changes to the content of the Operations Manual, including changes to the Services and Supplier’s operations. The Operations Manual shall include: (a) a detailed description of how Supplier will perform and deliver the
Services, including describing the activities to be performed; (b) a list, and description of, the Equipment and Software being used; (c) the policies and procedures applicable to the Services as well as the other standards and procedures
of Supplier pertinent to LS&Co.’s interaction with Supplier in obtaining the Services; (d) reference links to configuration data relating to any supported Equipment; (e) the documentation (e.g., operations manuals, end user
guides, specifications) which provide further details of all activities to be performed by Supplier with respect to Software and Equipment; (f) details on the direction, supervision, monitoring, staffing, reporting, planning and oversight
activities normally undertaken to provide services of the type Supplier is to provide; (g) descriptions of any specific acceptance testing and quality assurance procedures approved by LS&Co.; and (h) the incident management, problem
management and escalation procedures. The Operations Manual shall be suitable for use by the Service Recipients to understand and perform the Services. The Operations Manual shall be in an electronic format and available through a web interface to
LS&Co. and all Supplier Staff. 

  

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

 

			
	 Attachment
Reference #
	    	 Service Category

	2.1	    	Human Resource Services
	2.2	    	Finance Services
		    	Information Technology Services

  

			
	LS&Co. – Exhibit 2 – Description of Services	  	Page 2

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	 Attachment
Reference #
	    	 Service Category

	2.3.1	    	 Network Services

	2.3.2	    	 Deskside Support Services

	2.3.3	    	 Cross-Functional Services

	2.3.4	    	 Server Operations Center Services

	2.3.5	    	 Service Desk Services

	2.3.6	    	 Global Information Security Services

	2.3.7	    	 IT Applications Services

	2.3.8	    	 Test Center of Excellence Services

	2.4	    	Customer Service Services
	2.5	    	Consumer Relations Services

  

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

  

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

  

	3.	EQUIPMENT AND THIRD PARTY AGREEMENTS. 

  

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

  

			
	LS&Co. – Exhibit 2 – Description of Services	  	Page 3

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

  

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

  

	4.	EVOLUTION. 

  

	4.1	 Service Delivery. For each Service Category, Supplier shall: (a) perform the applicable Services using generally accepted processes and
methods of service delivery and 

  

			
	LS&Co. – Exhibit 2 – Description of Services		Page 4

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

 

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

  

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

  

	5.	PROJECTS. 

  

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

  

			
	LS&Co. – Exhibit 2 – Description of Services		Page 5

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

  

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

 

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

  

	5.5	 Reprioritization and Cancellation. Supplier acknowledges and agrees that LS&Co. has the right, in its sole discretion, to
reprioritize, stop or suspend any Project at any time 

  

			
	LS&Co. – Exhibit 2 – Description of Services		Page 6

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

 

	6.	FINANCE SERVICES – UNDERTAKINGS. 

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

  

			
	LS&Co. – Exhibit 2 – Description of Services		Page 7

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 

MASTER SERVICES AGREEMENT* 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 2 

DESCRIPTION OF SERVICES 

ATTACHMENT 2.1 

DESCRIPTION OF SERVICES – HUMAN RESOURCE
SERVICES 
  

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

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

 TABLE OF CONTENTS 

 

							
	1.		INTRODUCTION		 	1	  
	2.		EMPLOYEE RELATIONS		 	2	  
	3.		LEAVE ADMINISTRATION		 	7	  
	4.		EMPLOYEE DATA MANAGEMENT		 	12	  
	5.		BENEFITS ADMINISTRATION		 	15	  
	6.		RECRUITMENT		 	24	  
	7.		COMPENSATION ADMINISTRATION		 	32	  
	8.		PERFORMANCE MANAGEMENT		 	36	  
	9.		OFFBOARDING		 	40	  
	10.		HR HELPDESK		 	44	  
	11.		HRIS		 	50	  
	12.		HR LANGUAGE SUPPORT		 	61	  

  

			
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	1.	INTRODUCTION. 

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

 

	 	•	 	Employee Relations 

  

	 	•	 	Leave Administration 

  

	 	•	 	Employee Data Management 

  

	 	•	 	Benefits Administration 

  

	 	•	 	Recruitment 

  

	 	•	 	Compensation Administration 

  

	 	•	 	Performance Management 

  

	 	•	 	Off boarding 

  

	 	•	 	HR Helpdesk 

  

	 	•	 	HRIS 

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

Without limiting the obligations in this Attachment or elsewhere in the Agreement, Supplier shall, at its sole cost and expense, use its best
efforts to obtain and maintain certified solution partner status for Workday applications (and any other Workday related certifications that are necessary for Supplier to provide any Services related to Workday). In addition, Supplier shall
expeditiously onboard to the account, and in any event by no later than April 1, 2015, 3 technical specialists (the cost and expense for which are within the Charges) and 4 functional specialists for Workday (the cost and expense for 1 such
specialist during the Transition Period being within the Charges) who shall be available at the LS&Co. Service Location specified by LS&Co., and such positions shall form part of the LS&Co. account for the Term. The Parties shall discuss
and mutually agree any increases to the Charges to reflect the addition of such 3 functional 

  

			
	LS&Co. – Attachment 2.1 – Description of Services – Human Resource Services		Page 1

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specialists during the Transition Period and the retention of all 4 functional specialists on the account for the duration of the Term; provided, however, that the rate applicable to any such
specialists charged to LS&Co. shall not exceed [****]* (subject to any reasonable yearly adjustments agreed to by the Parties to reflect changes in resource costs; provided that no such
adjustment shall be effective until the expiration of Contract Year 1). In addition, where agreed to by LS&Co., Supplier shall be entitled to charge travel and lodging related expenses on a Pass-Through Expense basis (and subject to the
requirements in Exhibit 4) with respect to any functional specialist who is required by LS&Co. to travel to a LS&Co. Service Location in order to perform their duties. 

 

	2.	EMPLOYEE RELATIONS. 

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

															
	 No.
	 	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	 	 	 	 	 LSA
	 	 LSE
	 	 AMA
	 	 LSA
	 	 LSE
	 	 AMA

	2.1	 	Employee Relations	 		 		 		 		 		 	
	2.1.1	 	Provide operating standards and procedures to aid Supplier in case resolution (i.e. policies, investigation methodology, appropriate remedies, tools, templates etc.)	 		 		 		 	ü	 	ü	 	ü
	2.1.2	 	Develop ER training materials based on the guidance provided by LS&Co. to train Supplier’s staff on LS&Co. ER policies, processes and protocols.	 	ü	 	ü	 	ü	 		 		 	
	2.1.3	 	Approve training material.	 		 		 		 	ü	 	ü	 	ü
	2.1.4	 	Provide trained ER subject matter experts with LS&Co. policies, processes and controls to respond to issues and inquiries and escalate to LS&Co. ER as required.	 	ü	 	ü	 	ü	 		 		 	
	2.1.5	 	Provide ER subject matter experts to provide assistance and guidance to Supplier’s ER staff. Define policies and procedures for escalation.	 		 		 		 	ü	 	ü	 	ü

  

			
	LS&Co. – Attachment 2.1 – Description of Services – Human Resource Services	  	Page 2

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	 No.
	 	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	2.1.6	 	Based on LS&Co. input, define process and channels for which cases are handled by vendor and which are escalated to LS&Co.	 		 		 		 	ü	 	ü	 	ü
	2.1.7	 	Approve escalation process.	 		 		 		 	ü	 	ü	 	ü
	2.1.8	 	Leverage Supplier’s experience in the ER arena to create supporting documents which may be provided for internal Supplier use or to the LS&Co. HR team to facilitate the resolution of the ER issue.	 	ü	 	ü	 	ü	 		 		 	
	2.1.9	 	Review, tailor to company-specification, and approve ER supporting documents created by Supplier	 		 		 		 	ü	 	ü	 	ü
	2.1.10	 	Establish initial input and provide periodic input for case handling guidance.	 		 		 		 	ü	 	ü	 	ü
	2.1.11	 	Adhere to case handling guidance.	 	ü	 	ü	 	ü	 		 		 	
	2.1.12	 	Adhere to operating standards and procedures for case resolution.	 	ü	 	ü	 	ü	 		 		 	
	2.1.13	 	ER subject matter experts conduct initial probing to determine nature of the case and apply case referral protocol as agreed.	 	ü	 	ü	 	ü	 		 		 	
	2.1.14	 	Provide managers and employees with agreed upon ER consultation services, including investigation, discovery, recommendations and coaching and case management in accordance with LS&Co. HR policies, legal requirements,
established ER practices, and in consideration of Business strategic priorities as agreed for the topics: Performance management and coaching, Misconduct, Interpersonal conflicts, Harassment, Terminations for Cause and Not for Cause (including
transaction processing as agreed), Absenteeism, Addressing underperformance, Working environment, Workplace accommodations, Employee	 	ü	 	ü	 	ü	 		 		 	

  

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

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 No.
	 	 Principal Activity
	 	 Supplier
	 	 LS&Co.

		 	grievances/complains, Other manager and employee grievances, performance issues, and/or disciplinary actions	 		 		 		 		 		 	
	2.1.15	 	Communicate case-specific updates to employees or managers who initiated the ticket with timing agreed to with LS&Co.	 	ü	 	ü	 	ü	 		 		 	
	2.1.16	 	Identify opportunities and suggest recommendations and actions based on industry best practices	 	ü	 	ü	 	ü	 		 		 	
	2.1.1.17	 	Review and approve suggested recommendations to be part of process manuals	 		 		 		 	ü	 	ü	 	ü
	2.1.18	 	Approve recommendations to be a part of procedure manual	 		 		 		 	ü	 	ü	 	ü
	2.1.19	 	Seek LS&Co. ER support or consensus when non-standard solutions are recommended or as required, as agreed to with LS&Co.	 	ü	 	ü	 	ü	 		 		 	
	2.1.20	 	Respond to requests from Supplier ER subject matter experts in regard to case resolution support or required consensus, as agreed to with LS&Co.	 		 		 		 	ü	 	ü	 	ü
	2.1.21	 	Provide case management of employment related legal claims.	 		 		 		 	ü	 	ü	 	ü
	2.1.22	 	Provide available historical case documentation and employee historical data that relates to legal demands as directed by LS&Co.	 	ü	 	ü	 	ü	 		 		 	
	2.1.23	 	Create template design documents for written correspondence associated with the ER function and direct Supplier ER SMEs on the use of templates.	 		 		 		 	ü	 	ü	 	ü
	2.1.24	 	Utilize templates as directed and tailor as needed for written correspondence	 	ü	 	ü	 	ü	 		 		 	
	2.1.25	 	Suggest modifications to template design that arise during the course of business.	 	ü	 	ü	 	ü	 		 		 	
	2.1.26	 	Approve created template designs and any	 		 		 		 	ü	 	ü	 	ü

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 No.
	 	 Principal Activity
	 	 Supplier
	 	 LS&Co.

		 	modifications thereafter.	 		 		 		 		 		 	
	2.1.27	 	Establish mitigation strategies to address ER case trends and root causes.	 		 		 		 	ü	 	ü	 	ü
	2.1.28	 	Provide workshop facilitation on ER topics as directed by LS&Co.	 	ü	 	ü	 	ü	 		 		 	
	2.1.29	 	Provide standard reports as agreed.	 	ü	 	ü	 	ü	 		 		 	
	2.1.30	 	Provide custom and ad hoc reports as appropriate	 	ü	 	ü	 	ü	 		 		 	
	2.1.31	 	Identify, analyse and implement opportunities to drive continuous improvement and improve efficiency	 	ü	 	ü	 	ü	 		 		 	
	2.1.32	 	Share all regulatory and government updates with LS&Co gathered through best practice sharing sessions	 	ü	 	ü	 	ü	 		 		 	
	2.1.33	 	Collaborate with LS&Co. to make the required process or documentation change based on the regulatory and government updates	 	ü	 	ü	 	ü	 		 		 	
	2.2	 	Case Management	 		 		 		 		 		 	
	2.2.1	 	Identify and report ER case trends and root causes to LS&Co. as agreed and provide recommendations and actions for improvement.	 	ü	 	ü	 	ü	 		 		 	
	2.2.2	 	Develop and/or refresh annually the escalation protocol to determine incident handling response (which calls go immediately to Supplier ER specialist for handling)	 	ü	 	ü	 	ü	 		 		 	
	2.2.3	 	Approve the annual escalation protocol framework	 		 		 		 	ü	 	ü	 	ü
	2.2.4	 	For open employee relations cases, review files of Supplier and work with LS&Co. to determine previous leaves and employee relations cases that may impact current case. Ensure final recommendation takes into account previous
leaves and employee relations cases as appropriate	 	ü	 	ü	 	ü	 		 		 	
	2.3	 	Disability and Recovery Support (DRS)	 		 		 		 		 		 	
	2.3.1	 	Lead resolution of less complex requests for	 	ü	 	ü	 	ü	 		 		 	

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 No.
	 	 Principal Activity
	 	 Supplier
	 	 LS&Co.

		 	accommodations based on agreed guidance from LS&Co. for employees with disabilities.	 		 		 		 		 		 	
	2.3.2	 	Respond to escalations regarding accommodation issues related to LS&Co. employees with disabilities.	 		 		 		 	ü	 	ü	 	ü
	2.4	 	Employment Corrective Action	 		 		 		 		 		 	
	2.4.1	 	Establish corporate policies regarding corrective actions.	 		 		 		 	ü	 	ü	 	ü
	2.4.2	 	Counsel LS&Co. managers on corporate policies and applicable legal implications related to corrective actions.	 	ü	 	ü	 	ü	 		 		 	
	2.4.3	 	Counsel LS&Co. managers (for escalated cases) on corporate policies and applicable legal implications related to corrective actions.	 		 		 		 	ü	 	ü	 	ü
	2.4.4	 	Manage the corrective action process.	 	ü	 	ü	 	ü	 		 		 	
	2.4.5	 	Manage corrective action process for escalated cases.	 		 		 		 	ü	 	ü	 	ü
	2.5	 	Internal or External Charge Investigation and Resolution	 		 		 		 		 		 	
	2.5.1	 	Complete investigation and/or manage vendors as required.	 		 		 		 	ü	 	ü	 	ü
	2.5.2	 	Work with outside counsel and coordinate responses.	 		 		 		 	ü	 	ü	 	ü
	2.5.3	 	Participate as needed in settlement resolution process.	 		 		 		 	ü	 	ü	 	ü
	2.5.4	 	Provide available employee data to assist LS&Co. in responding to internal or external charge cases in accordance with Agreement.	 	ü	 	ü	 	ü	 		 		 	
	2.6	 	Legislative Updates	 		 		 		 		 		 	
	2.6.1	 	As legislative changes with respect to employment and labor law occur, provide input into required revisions and changes to templates and processes.	 		 		 		 	ü	 	ü	 	ü
	2.6.2	 	Coordinate revisions and changes to templates	 	ü	 	ü	 	ü	 		 		 	

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 No.
	 	 Principal Activity
	 	 Supplier
	 	 LS&Co.

		 	and processes as agreed with LS&Co.	 		 		 		 		 		 	
	2.6.3	 	Provide available employee data to assist LS&Co. in responding to legislative changes.	 	ü	 	ü	 	ü	 		 		 	
	2.7	 	Unemployment Insurance/Compensation Claim Dispute Process	 		 		 		 		 		 	
	2.7.1	 	Manage, investigate and protest unlawful dismissal claims as needed (data support to be provided by Supplier).	 		 		 		 	ü	 	ü	 	ü
	2.7.2	 	Any data support for social & compliance audits or external audits / legal cases.	 	ü	 	ü	 	ü	 		 		 	

  

	3.	LEAVE ADMINISTRATION. 

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

															
	 No.
	 	 Process Steps
	 	 Supplier
	 	 LS&Co.

	 	 	 	 	 LSA
	 	 LSE
	 	 AMA
	 	 LSA
	 	 LSE
	 	 AMA

	3.1	 	Leave Policy and Communication	 		 		 		 		 		 	
	3.1.1	 	Develop leave policies.	 		 		 		 	ü	 	ü	 	ü
	3.1.2	 	Develop leave communications content (regulatory, policy, and procedures) to include updates to Leave Packets.	 		 		 		 	ü	 	ü	 	ü
	3.1.3	 	Maintain the leave communication packets by making ordinary content updates as directed by LS&Co.	 	ü	 	ü	 	ü	 		 		 	
	3.1.4	 	Approve changes to leave communication packets	 		 		 		 	ü	 	ü	 	ü
	3.1.5	 	Assist with development of leave communications by providing input (subject matter expertise regarding legal and industry best practices) to LS&Co. proposed communications material.	 	ü	 	ü	 	ü	 		 		 	
	3.1.6	 	Provide information and forms/documentation to LS&Co. associates regarding leave policies.	 	ü	 	ü	 	ü	 		 		 	
	3.1.7	 	Identify, analyse and implement opportunities	 	ü	 	ü	 	ü	 		 		 	

  

			
	LS&Co. – Attachment 2.1 – Description of Services – Human Resource Services	  	Page 7

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

																	
	 No.
	 	 Process Steps
	 	 Supplier
	 	 LS&Co.

		 	to drive continuous improvement and improve efficiency.	 		 		 		 		 		 	
	3.1.8	 	Share all regulatory and government updates with LS&Co gathered through best practice sharing sessions	 	ü	 	ü	 	ü	 		 		 	
	3.1.9	 	Collaborate with LS&Co. to make the required process or documentation change based on regulatory and government updates	 	ü	 	ü	 	ü	 		 		 	
	3.2	 	Leave/ Administration (including Short and Long term Disability)	 		 		 		 		 		 	
								
	3.2.1	 	Establish eligibility guidelines for leaves related to specific Company leave policies.	 		 		 		 	ü	 	ü	 	ü
	3.2.2	 	Provide data entry, verification, record keeping, contact center support and fulfillment support for all leaves. Including but not limited to the following:	 		 		 		 		 		 	
									
		 		 	· Review leave requests for consistency with leave policies	 		 		 		 		 		 	
									
		 		 	· Administer leave program within documented guidelines	 		 		 		 		 		 	
									
		 		 	· Process approved and denied leaves	 		 		 		 		 		 	
									
		 		 	· Monitor leaves for adherence to LS&Co. policies (e.g. regulatory practices, pay practices) and take action to correct any discrepancies	 		 		 		 		 		 	
								
		 	· Tracking and invoicing of premium billing notices and reconcile premium payments received with what was billed	 	ü	 	ü	 	ü	 		 		 	
								
		 	· Track and collect premiums from employees who have not submitted payment for coverage that is not covered by LS&Co.	 		 		 		 		 		 	
								
		 	· Initiate and administer return from leave process	 		 		 		 		 		 	
								
		 	· Provide status updates to Human Resources contacts as designated by LS&Co.	 		 		 		 		 		 	
								
		 	· Administer the Leave Exhaustion process	 		 		 		 		 		 	
								
		 	- Reconciling absence management with leave (where systems/time tracking is done) prior to monthly payroll	 		 		 		 		 		 	

  

			
	LS&Co. – Attachment 2.1 – Description of Services – Human Resource Services	  	Page 8

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CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 No.
	 	 Process Steps
	 	 Supplier
	 	 LS&Co.

		 	- Provide leave details to payroll for terminations/severance	 		 		 		 		 		 	
								
		 	- Provide data for statutory updates to relevant stakeholders	 		 		 		 		 		 	
								
	3.2.3	 	Determine and communicate to employees eligibility for requested leave based on Company leave policies.	 	ü	 	ü	 	ü	 		 		 	
	3.2.4	 	Escalate any leave requests that fall outside of guidelines to LS&Co.	 	ü	 	ü	 	ü	 		 		 	
	3.2.5	 	Provide final decision on approval or denial for leave requests that fall outside of Company leave policies.	 		 		 		 	ü	 	ü	 	ü
	3.2.6	 	Track leaves usage.	 	ü	 	ü	 	ü	 		 		 	
	3.2.7	 	Work with other in-scope teams to determine if there are implications to other work streams (employee relations, etc.) that could be impacted by employee being on leave.	 	ü	 	ü	 	ü	 		 		 	
	3.2.8	 	Manage communication with employees on leave.	 	ü	 	ü	 	ü	 		 		 	
	3.2.9	 	Provide entitlement tracking for leave eligibility.	 	ü	 	ü	 	ü	 		 		 	
	3.2.10	 	Provide monthly leave reporting, including leave of absence reporting, to internal stakeholders such as Finance and external stakeholders as agreed to with LS&Co.	 	ü	 	ü	 	ü	 		 		 	
	3.2.101	 	Process leave payments in accordance with country laws / regulations and LS&Co. policies, for example, calculate and provide notification to LS&Co. for any other offsets to LS&Co. disability payments.	 	ü	 	ü	 	ü	 		 		 	
	3.2.12	 	Create the content for the LS&Co. website.	 		 		 		 	ü	 	ü	 	ü
	3.2.13	 	Update content on LS&Co. website.	 	ü	 	ü	 	ü	 		 		 	

  

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

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CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 No.
	 	 Process Steps
	 	 Supplier
	 	 LS&Co.

	3.2.14	 	Enter leave accrual adjustments in HRIS monthly to maintain audit requirements.	 	ü	 	ü	 	ü	 		 		 	
	3.3	 	Workers’ Compensation and Accident Insurance	 		 		 		 		 		 	
	3.3.1	 	Select and manage Workers’ Compensation Claims (WC Provider) or local equivalent.	 		 		 		 	ü	 	ü	 	ü
	3.3.2	 	Identification and notification of on the job injury (Employee or employee’s manager contacts Vendor).	 		 		 		 	ü	 	ü	 	ü
	3.3.3	 	Review Accident/Illness Report Form as reported by the employee and the employee’s manager.	 		 		 		 	ü	 	ü	 	ü
	3.3.4	 	Complete and submit the Accident report form to the WC Provider or local equivalent (as applicable) to initiate the claim process.	 	ü	 	ü	 	ü	 		 		 	
	3.3.4	 	Review injury claim and incident work location, if possible, to avoid future employee injuries.	 		 		 		 	ü	 	ü	 	ü
	3.3.5	 	Coordinate with insurance and health care provider to determine viability of claim and necessary length of leave.	 		 		 		 	ü	 	ü	 	ü
	3.3.6	 	Complete the appropriate Workers Compensation Form (or local equivalent).	 	ü	 	ü	 	ü	 		 		 	
	3.3.7	 	Provide the Workers Compensation / Insurance Form to the WC / Insurance Provider so that they can coordinate the claim.	 	ü	 	ü	 	ü	 		 		 	
	3.3.8	 	Track Workers’ compensation/Insurance forms - and claim administration process.	 		 		 		 	ü	 	ü	 	ü
	3.3.9	 	Respond to questions from WC Provider/Insurance and Health Care Provider.	 		 		 		 	ü	 	ü	 	ü
	3.3.10	 	Provide injured employee with their FMLA (or equivalent) notification if the employee is out of work as a result of the illness/injury.	 	ü	 	ü	 	ü	 		 		 	

  

			
	LS&Co. – Attachment 2.1 – Description of Services – Human Resource Services	  	Page 10

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CONFIDENTIAL 

EXECUTION VERSION 
  

																			
	 No.
	 	 Process Steps
	 	 Supplier
	 	 LS&Co.

	3.3.11	 	Complete leave related paperwork and enter relevant data into Workday and forward paperwork to Payroll.	 	ü	 	ü	 	ü	 		 		 	
	3.3.12	 	Provide earnings and headcount information for insurance renewal process / equivalent process across regions.	 	ü	 	ü	 	ü	 		 		 	
	3.3.13	 	Prepare information for workers compensation premium.	 		 		 		 	ü	 	ü	 	ü
	3.3.14	 	Pay workers compensation premium.	 		 		 		 	ü	 	ü	 	ü
								
	3.3.15	 	Provide earnings and headcount information for LS&Co. wide workers compensation insurance renewal process.	 	ü	 	ü	 	ü	 		 		 	
	3.4	 	Leave Management – Return to Work	 		 		 		 		 		 	
	3.4.1	 	Establish the policies and accountabilities to address return to work plans for employees with disabilities and any other type of work restrictions.	 		 		 		 	ü	 	ü	 	ü
	3.4.2	 	Coordinate and implement the processes to address Return to Work plans for employees with disabilities and any other leave related type of work restriction.	 	ü	 	ü	 	ü	 		 		 	
	3.4.3	 	Resolve medical requests for accommodations for LS&Co. employees or other applicable stakeholders with disabilities based on agreed to accommodation guidelines by LS&Co.	 	ü	 	ü	 	ü	 		 		 	
									
		 		 	Supplier responsibilities include:	 		 		 		 		 		 	
									
		 		 	- Handling requests for accommodations	 		 		 		 		 		 	
									
		 		 	- Gathering eligibility information	 		 		 		 		 		 	
									
		 		 	- Discussing with employees and managers.	 		 		 		 		 		 	
	3.4.4	 	Manage claim process and confirm claim is handled properly. Oversee the return to work process.	 		 		 		 	ü	 	ü	 	ü
	3.4.5	 	Coordinate with employee’s manager to arrange any special accommodations that may be required for employee’s return to work.	 	ü	 	ü	 	ü	 		 		 	

  

			
	LS&Co. – Attachment 2.1 – Description of Services – Human Resource Services	  	Page 11

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EXECUTION VERSION 
  

															
	 No.
	 	 Process Steps
	 	 Supplier
	 	 LS&Co.

	3.4.6	 	Authorize any special accommodations that may be required for employee’s return to work as per LS&Co. guidelines.	 		 		 		 	ü	 	ü	 	ü

  

	4.	EMPLOYEE DATA MANAGEMENT. 

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

															
	 No.
	 	 Process Steps
	 	 Supplier
	 	 LS&Co.

	 	 	 	 	 LSA
	 	 LSE
	 	 AMA
	 	 LSA
	 	 LSE
	 	 AMA

	4.1	 	Strategy and Policy	 		 		 		 		 		 	
	4.1.1	 	Establish employee record management strategy and policies.	 		 		 		 	ü	 	ü	 	ü
	4.1.2	 	Identify specific regulatory or legislative requirements that govern records management (e.g. data protection, privacy, retention, registration requirements) and identify compliance requirements.	 		 		 		 	ü	 	ü	 	ü
	4.1.3	 	Identify, analyse and implement opportunities to drive continuous improvement and improve efficiency.	 	ü	 	ü	 	ü	 		 		 	
	4.1.4	 	Share all regulatory and government updates with LS&Co gathered through best practice sharing sessions	 	ü	 	ü	 	ü	 		 		 	
	4.1.5	 	Collaborate with LS&Co. to make the required process or documentation change based on the regulatory and government updates	 	ü	 	ü	 	ü	 		 		 	
	4.2	 	New Hire Processing and General Administration Activities	 		 		 		 		 		 	
	4.2.1	 	Provide new hire information for data entry into HR Systems where self-service is not available.	 		 		 		 	ü	 	ü	 	ü
	4.2.2	 	Receive new hire information, enter, and verify	 	ü	 	ü	 	ü	 		 		 	

  

			
	LS&Co. – Attachment 2.1 – Description of Services – Human Resource Services	  	Page 12

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EXECUTION VERSION 
  

															
	 No.
	 	 Process Steps
	 	 Supplier
	 	 LS&Co.

		 	New Hire employee data for HR, Benefits and Payroll processing.	 		 		 		 		 		 	
	4.2.3	 	Produce a monthly immigration compliance forms (such as I9) report and reconcile with the new hires data.	 	ü	 	ü	 	ü	 		 		 	
	4.2.4	 	Retain legacy immigration compliance forms (such as I9) for new hires and purge upon termination of employee.	 	ü	 	ü	 	ü	 		 		 	
	4.2.5	 	Update immigration compliance forms (such as I9) for employee name changes. Employee is required to submit the legal name change form to Supplier.	 	ü	 	ü	 	ü	 		 		 	
	4.2.6	 	Complete a new hire check list to ensure that all required documents have been completed. The checklist is filed in the employee file.	 	ü	 	ü	 	ü	 		 		 	
	4.2.7	 	Audit, track and chase the tentative non-confirmations that are returned based on background check results. Escalate as appropriate until issue is resolved.	 	ü	 	ü	 	ü	 		 		 	
	4.2.8	 	Track and chase new hires with pending TNC’s and resolve or terminate as applicable within guidelines provided by LS&Co.	 	ü	 	ü	 	ü	 		 		 	
	4.2.9	 	Verify information in the HR System.	 	ü	 	ü	 	ü	 		 		 	
	4.2.10	 	Maintain a log of LS&Co. new hire information received. The log will be based on LS&Co. defined new hire information required documents list.	 	ü	 	ü	 	ü	 		 		 	
	4.2.11	 	Annually prepare the Wage Notifications as required. Track and chase and follow up with employees who have not completed and returned the wage notices.	 	ü	 	ü	 	ü	 		 		 	
	4.2.12	 	Develop the Wage Notifications Report (related to the previous item).	 	ü	 	ü	 	ü	 		 		 	
	4.2.13	 	Receive, process, and store employee benefits data for global employees as per country requirements for a wide arrange of	 	ü	 	ü	 	ü	 		 		 	

  

			
	LS&Co. – Attachment 2.1 – Description of Services – Human Resource Services	  	Page 13

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CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 No.
	 	 Process Steps
	 	 Supplier
	 	 LS&Co.

		 	insurance and benefits programs.	 		 		 		 		 		 	
	4.2.14	 	Email Network ID letters (performed for employees do not have corporate email addresses on a cadence agreed to with LS&Co.) to employee managers; to be performed manually if integrations are not built.	 	ü	 	ü	 	ü	 		 		 	
	4.2.15	 	Update employee data in HR Systems for mobility (cross-border assignments and in-country transfers and special assignments).	 	ü	 	ü	 	ü	 		 		 	
	4.2.16	 	Update and maintain electronic records and reports.	 	ü	 	ü	 	ü	 		 		 	
	4.2.17	 	Run and distribute scheduled reports.	 	ü	 	ü	 	ü	 		 		 	
								
	4.2.18	 	Provide ad-hoc reports as requested by LS&Co.	 	ü	 	ü	 	ü	 		 		 	
								
	4.3	 	Physical Employee Records, Files and Documents	 		 		 		 		 		 	
	4.3.1	 	Define data content requirements (personnel file content).	 		 		 		 	ü	 	ü	 	ü
	4.3.2	 	Provide records retention policy to Supplier.	 		 		 		 	ü	 	ü	 	ü
	4.3.3	 	Forward/ship physical documents for storage at Supplier’s agreed to site(s), where applicable and pending global storage solution across towers.	 		 		 		 	ü	 	ü	 	ü
	4.3.4	 	Store physical documents received at Supplier location and off-site storage according to client-defined requirements for statutory and regulatory compliance and agreed client requirements.	 	ü	 	ü	 	ü	 		 		 	
	4.3.5	 	Fulfill requests for files to employees/retirees, managers, HR and Legal per corporate standards and within agreed to timeframes.	 	ü	 	ü	 	ü	 		 		 	
	4.3.6	 	Maintain records of all LS&Co. files including checked out and returned logs.	 	ü	 	ü	 	ü	 		 		 	
	4.3.7	 	Dispose of LS&Co. files based on agreed to disposal procedures.	 	ü	 	ü	 	ü	 		 		 	

  

			
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EXECUTION VERSION 
  

	5.	BENEFITS ADMINISTRATION. 

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

 

															
	 No.
	 	 Process Steps
	 	 Supplier
	 	 LS&Co.

	 	 	 	 	 LSA
	 	 LSE
	 	 AMA
	 	 LSA
	 	 LSE
	 	 AMA

	5.1	 	Benefits Strategy, Policy & Program Design	 		 		 		 		 		 	
	5.1.1	 	Develop benefits strategy and policies – design benefit programs to meet business goals and objectives.	 		 		 		 	ü	 	ü	 	ü
	5.1.2	 	Provide recommendation(s) for implementation of benefits plans, strategy, federal and state compliance/legislative updates and communications.	 		 		 		 	ü	 	ü	 	ü
	5.1.3	 	Approve or decline implementation recommendations.	 		 		 		 	ü	 	ü	 	ü
	5.1.4	 	Develop benefits communication strategy/vision and structure/develop communications.	 		 		 		 	ü	 	ü	 	ü
	5.1.5	 	Deploy and deliver communications to employees including but not limited to communications for open enrolment, new hires, medical retirement notices, governmental notices.	 	ü	 	ü	 	ü	 		 		 	
	5.1.6	 	Updated standard operating procedures for new/revised benefit plans.	 	ü	 	ü	 	ü	 		 		 	
	5.1.7	 	Define the strategy and direction for the enrollment process, including formats, default elections, and follow-up/reminder criteria.	 		 		 		 	ü	 	ü	 	ü
	5.1.8	 	Notify Supplier of policy changes affecting benefits administration.	 		 		 		 	ü	 	ü	 	ü
	5.1.9	 	Communicate notification of policy changes affecting benefits administration to LS&Co. employees using agreed-upon templates/formats.	 	ü	 	ü	 	ü	 		 		 	
	5.1.10	 	Provide best practices related to	 	ü	 	ü	 	ü	 		 		 	

  

			
	LS&Co. – Attachment 2.1 – Description of Services – Human Resource Services	  	Page 15

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EXECUTION VERSION 
  

															
	 No.
	 	 Process Steps
	 	 Supplier
	 	 LS&Co.

		 	outsourcing of benefits administration.	 		 		 		 		 		 	
	5.1.11	 	Review and comment on impact of benefits communication strategy and employee communications when prepared by LS&Co.	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	5.1.12	 	Develop and update annual Benefits information session materials and provide to Supplier.	 		 		 		 	 ü
	 	 ü
	 	 ü

	5.1.13	 	Present Benefits information sessions.	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	5.1.14	 	Train and update Supplier Benefits teams on LS&Co. annual benefits information.	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	5.1.15	 	Identify, analyse and implement opportunities to drive continuous improvement and improve efficiency.	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	5.1.16	 	Share all regulatory and government updates with LS&Co gathered through best practice sharing sessions	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	5.1.17	 	Collaborate with LS&Co. to make the required process or documentation change based on the regulatory and government updates	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	5.2	 	Annual Enrollment	 		 		 		 		 		 	
	5.2.1	 	Develop the plan for annual enrollment and manage the overall process.	 		 		 		 	 ü
	 	 ü
	 	 ü

	5.2.2	 	Review annual enrollment plan and provide feedback to LS&Co.	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	5.2.3	 	Notify participants of enrollment opportunity.	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	5.2.4	 	Administer default benefit elections, as agreed.	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	5.2.5	 	Coordinate with 3rd party vendors and manage enrolment process.	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	5.2.6	 	Coordinate system updates and testing with 3rd party vendors and LS&Co.	 	 ü
	 	 ü
	 	 ü
	 		 		 	

  

			
	LS&Co. – Attachment 2.1 – Description of Services – Human Resource Services	  	Page 16

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EXECUTION VERSION 
  

															
	 No.
	 	 Process Steps
	 	 Supplier
	 	 LS&Co.

	5.2.7	 	Send communication to employees during plan renewal/enrollment period	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	5.2.8	 	Receive and Process manual enrollment benefit elections forms.	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	5.2.9	 	Notify LS&Co. of the status of the aggregate enrolment activity in conjunction with agreed to overall reporting responsibilities.	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	5.2.10	 	For enrollments, issue electronic reminders to employees of the enrollment period deadlines, based upon agreed to business rules and employee populations. (Note that these notices may be fully automated at some point in time).	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	5.2.11	 	Manage/Assist with employee annual enrollment issues (e.g. enrollment submissions, guidelines, enrollment issues, etc.).	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	5.2.12	 	 Administer the annual open enrollment process, including the preparation and execution of the project plan and coordination of all project
activities.
  
 Enrollment includes benefit plans (including pension) for LS&Co.
employees and retirees.
	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	5.2.13	 	Perform user/functional testing of system changes (applied during annual open enrollment)	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	5.2.14	 	Send Paper Open Enrollment Package for employee populations that have been agreed to by LS&Co. where applicable.	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	5.2.15	 	Review & manage rate changes with 3rd party vendors and communicate new rates to Supplier.	 		 		 		 	 ü
	 	 ü
	 	 ü

	5.2.16	 	Update rates in LS&Co. systems, related tools, and employee communications.	 	 ü
	 	 ü
	 	 ü
	 		 		 	

  

			
	LS&Co. – Attachment 2.1 – Description of Services – Human Resource Services	  	Page 17

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EXECUTION VERSION 
  

															
	 No.
	 	 Process Steps
	 	 Supplier
	 	 LS&Co.

	5.2.17	 	Provide benefits policy to be uploaded in the portal.	 		 		 		 	 ü
	 	 ü
	 	 ü

	5.2.18	 	Publish benefits policy in the portal.	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	5.2.19	 	Identify eligible annual enrollment participants & submit any errors to correct.	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	5.2.20	 	Correct eligibility errors identified by LS&Co.	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	5.2.21	 	Generate forms and mailings (e.g. EOI mailings) required in support of benefits administration globally.	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	5.3	 	Process Newly Eligible Employees	 		 		 		 		 		 	
	5.3.1	 	Design/Update new hire packet materials.	 		 		 		 	 ü
	 	 ü
	 	 ü

	5.3.2	 	Update new hire packets with materials provided by LS&Co.	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	5.3.3	 	Identify eligibility post promotion, comp changes etc. and send out benefits packet.	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	5.3.4	 	Enter accurate participant data in the HR System for designated employee groups as determined by LS&Co.	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	5.3.5	 	Proactively investigate, communicate and resolve any significant or recurring data issues where Supplier has the responsibility for updating on behalf of LS&Co, including but not limited to identification of data discrepancies
from interface error reports.	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	5.3.6	 	Notify LS&Co. of any data errors or issues that are identified by Supplier.	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	5.3.7	 	Liaise with third party vendors to resolve/fix data discrepancies and take all appropriate action to resolve, correct, and update discrepancies with vendors.	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	5.3.8	 	Escalate data errors or issues to LS&Co. as required, with ownership remaining with Supplier to identify, resolve,	 	 ü
	 	 ü
	 	 ü
	 		 		 	

  

			
	LS&Co. – Attachment 2.1 – Description of Services – Human Resource Services	  	Page 18

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EXECUTION VERSION 
  

															
	 No.
	 	 Process Steps
	 	 Supplier
	 	 LS&Co.

		 	and correct the error / issue.	 		 		 		 		 		 	
	5.3.9	 	Perform year-end taxable benefit reconciliation as agreed.	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	5.3.10	 	Communicate/coordinate with 3rd party vendors where necessary to confirm participant’s eligibility.	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	5.3.11	 	Issue enrollment reminders to employees to remind them of enrollment deadline.	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	5.3.12	 	Generate forms and mailings (e.g. EOI mailings) required in support of benefits administration globally.	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	5.3.13	 	Calculate and program deductions for contributions, as needed for each country benefit program, and deliver accurate amounts to payroll on time.	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	5.4	 	Life Events / Employment Status Change	 		 		 		 		 		 	
	5.4.1	 	Design Life event strategy including policies around life events.	 		 		 		 	 ü
	 	 ü
	 	 ü

	5.4.2	 	Receive and process manual enrollment benefit elections forms, where self-service is not available.	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	5.4.3	 	Identify employees who have a change in their eligibility status, due to an employment status change.	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	5.4.4	 	Terminate participant coverage (due to ineligibility) in the HR System	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	5.4.5	 	Terminate or extend participant coverage for benefits in accordance with severance policies, as agreed.	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	5.4.6	 	Generate forms and mailings (e.g. EOI mailings) required in support of benefits administration globally, and update the system records for approved documents returned from LS&Co.’s insurance provider.	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	5.4.7	 	Update beneficiary designations where self-service is not available.	 	 ü
	 	 ü
	 	 ü
	 		 		 	

  

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

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EXECUTION VERSION 
  

															
	 No.
	 	 Process Steps
	 	 Supplier
	 	 LS&Co.

	5.4.8	 	Determine employee costs to be conveyed to vendors for eligibility, claims, billing, reconciliation, and preparation of accounting materials for the LS&Co. benefits accounting teams.	 	ü	 	ü	 	ü	 		 		 	
	5.4.9	 	Collect premiums directly from participants and submit amounts to the appropriate parties.	 		 		 		 	ü	 	ü	 	ü
	5.4.10	 	Terminate coverage due to non-payment as agreed.	 	ü	 	ü	 	ü	 		 		 	
	5.4.11	 	Receive notification of death and death certificate from participant or survivor.	 	ü	 	ü	 	ü	 		 		 	
	5.4.12	 	File claim for death processing, and determine impact on benefits.	 	ü	 	ü	 	ü	 		 		 	
	5.4.13	 	Provide single point of contact for participant/survivor to assist with claim filing and understanding the impact on benefits.	 	ü	 	ü	 	ü	 		 		 	
	5.4.14	 	Provide corresponding documentation and/or claim forms to 3rd party vendor.	 	ü	 	ü	 	ü	 		 		 	
	5.4.15	 	Transmit status and coverage changes to carriers and third parties as agreed.	 	ü	 	ü	 	ü	 		 		 	
	5.4.16	 	Assist with life insurance claim form submission.	 	ü	 	ü	 	ü	 		 		 	
	5.4.17	 	Coordinate with 3rd parties (for administration and distribution) of benefits vouchers, including but not limited to lunch vouchers, child care vouchers, long-term service award
vouchers.	 		 	ü	 	ü	 		 		 	
	5.4.18	 	Distribute benefits vouchers.	 		 		 		 		 	ü	 	ü
	5.5	 	Billing and Reconciliation	 		 		 		 		 		 	
	5.5.1	 	Manage/reconcile and request provider payments and disbursements.	 	ü	 	ü	 	ü	 		 		 	
	5,5.2	 	Manage/reconcile trusts and escalate issues when discovered.	 		 		 		 	ü	 	ü	 	ü

  

			
	LS&Co. – Attachment 2.1 – Description of Services – Human Resource Services	  	Page 20

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EXECUTION VERSION 
  

															
	 No.
	 	 Process Steps
	 	 Supplier
	 	 LS&Co.

	5.5.3	 	Validate invoices and compare this to what is recorded in the HR system for enrollments.	 	ü	 	ü	 	ü	 		 		 	
	5.5.4	 	Communicate and resolve discrepancies with 3rd party vendors and LS&Co.	 	ü	 	ü	 	ü	 		 		 	
	5.5.5	 	Reconcile employee eligibility against invoices received and report on it to LS&Co. on a monthly basis; escalate vendor relations issues	 	ü	 	ü	 	ü	 		 		 	
	5.5.6	 	Provide fiscal management of plans including financial management, reconciliation of trusts, actuarial relationships/performance, plan assumptions and funding.	 		 		 		 	ü	 	ü	 	ü
	5.5.7	 	Review Benefit plan vendor’s error reports and determine corrective actions required.	 	ü	 	ü	 	ü	 		 		 	
	5.5.8	 	Make corrections in Workday (dependent on Workday roles assigned to Supplier).	 	ü	 	ü	 	ü	 		 		 	
	5.5.9	 	Communicate corrective actions that are LS&Co.’s responsibility to correct (plan set up and configuration)	 	ü	 	ü	 	ü	 		 		 	
	5.5.10	 	Correct errors that require Workday plan set up or configuration changes.	 	ü	 	ü	 	ü	 		 		 	
	5.6	 	Regulatory Reporting	 		 		 		 		 		 	
	5.6.1	 	Provide standard reporting	 	ü	 	ü	 	ü	 		 		 	
	5.6.2	 	Access ad hoc reporting or obtain reports to gather information necessary for design and support of benefits programs, for workforce planning purposes and regulatory reporting.	 	ü	 	ü	 	ü	 		 		 	
	5.6.3	 	Provide data for statutory, regulatory, and compliance reporting and monitoring as agreed	 	ü	 	ü	 	ü	 		 		 	
	5.6.4	 	Produce statutory, regulatory, and compliance reports and test for benefits regulatory compliance.	 	ü	 	ü	 	ü	 		 		 	
	5.6.5	 	Provide fulfillment (participant) services for	 	ü	 	ü	 	ü	 		 		 	

  

			
	LS&Co. – Attachment 2.1 – Description of Services – Human Resource Services	  	Page 21

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EXECUTION VERSION 
  

															
	 No.
	 	 Process Steps
	 	 Supplier
	 	 LS&Co.

		 	government mandated disclosures or equivalent.	 		 		 		 		 		 	
	5.6.6	 	Provide notification of legislative changes that affect the in-scope benefit plans in accordance with the Agreement.	 		 		 		 	ü	 	ü	 	ü
	5.7	 	Manage Service Requests / Escalations	 		 		 		 		 		 	
	5.7.1	 	Manage cases and escalations related to benefits claims and the benefits claims processes as agreed, including but not limited to voluntary benefits, global wellness programs, global EAP, adoptions programs.	 	ü	 	ü	 	ü	 		 		 	
	5.7.2	 	Respond to inquiries related to benefits claims and the benefits claims processes as agreed, including but not limited to voluntary benefits, global wellness programs, global EAP, adoptions programs.	 	ü	 	ü	 	ü	 		 		 	
	5.7.3	 	Escalate cases to designated LS&Co. representative when needed.	 	ü	 	ü	 	ü	 		 		 	
	5.7.4	 	Resolve escalated issues.	 		 		 		 	ü	 	ü	 	ü
	5.7.5	 	Instruct employee on benefit eligibility appeals and final determination process.	 	ü	 	ü	 	ü	 		 		 	
	5.7.6	 	Review and make final determination on eligibility/enrollment appeals.	 		 		 		 	ü	 	ü	 	ü
	5.7.7	 	Provide claims data to support adjudication appeals.	 	ü	 	ü	 	ü	 		 		 	
	5.7.8	 	Resolve adjudication appeals.	 		 		 		 	ü	 	ü	 	ü
	5.7.9	 	Respond to queries related to any ancillary benefits program including but not limited to life insurance, wellness, EAP, adoption benefits, legal insurance, and refer to carrier(s) as needed in an accurate and timely manner (as
applicable per the local policies)	 	ü	 	ü	 	ü	 		 		 	

  

			
	LS&Co. – Attachment 2.1 – Description of Services – Human Resource Services	  	Page 22

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EXECUTION VERSION 
  

															
	 No.
	 	 Process Steps
	 	 Supplier
	 	 LS&Co.

	5.7.10	 	Proactively investigate, communicate and resolve any significant or recurring data issues where Supplier has the responsibility for updating on behalf of LS&Co.	 	ü	 	ü	 	ü	 		 		 	
	5.7.11	 	Notify LS&Co. of any data errors or issues that are identified by Supplier.	 	ü	 	ü	 	ü	 		 		 	
	5.8	 	Retiree Administration	 		 		 		 		 		 	
	5.8.1	 	Provide eligibility policy	 		 		 		 	ü	 	ü	 	ü
	5.8.2	 	Determine accurate eligibility for retiree medical coverage upon retirement and enrol/migrate them to the appropriate plan. Manage specific age and eligibility requirements for all country’s retiree medical programs as needed
(for example, in the US, ensure that under 65 and over 65 retirees are transitioned to the correct medical plan)	 	ü	 	ü	 	ü	 		 		 	
	5.8.3	 	Send retirement packet to any eligible employees upon request or identification for eligibility	 	ü	 	ü	 	ü	 		 		 	
	5.8.4	 	Provide any retirement plan change information	 		 		 		 	ü	 	ü	 	ü
	5.8.5	 	Update system of record for Retirees for plan changes as per agreed administrative responsibilities (i.e. rate changes, supplemental life coverage, deduction waivers)	 	ü	 	ü	 	ü	 		 		 	
	5.8.6	 	Work with vendor on Retiree direct bill	 	ü	 	ü	 	ü	 		 		 	
	5.8.7	 	Share annual retire rate charges	 		 		 		 	ü	 	ü	 	ü
	5.8.8	 	Manage rate change – calculate & communicate	 	ü	 	ü	 	ü	 		 		 	
	5.8.9	 	Provide administrative support for all country retirement income programs as needed, including providing forms, information, integrations, and vendor handoffs where outsourced	 	ü	 	ü	 	ü	 		 		 	

  

			
	LS&Co. – Attachment 2.1 – Description of Services – Human Resource Services	  	Page 23

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	6.	RECRUITMENT. 

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

															
	 No.
	 	 Process Steps
	 	 Supplier
	 	 LS&Co.

	 	 	 	 	 LSA
	 	 LSE
	 	 AM
	 	 LSA
	 	 LSE
	 	 AMA

	6.1	 	Strategy, Policy and Planning	 		 		 		 		 		 	
	6.1.1	 	Assess business need for talent acquisition and talent deployment.	 		 		 		 	ü	 	ü	 	ü
	6.1.2	 	Develop workforce plan to indicate a rolling forecast with 90 day horizon.	 		 		 		 	ü	 	ü	 	ü
	6.1.3	 	Design delivery strategy for recruitment administration and execution.	 	ü	 	ü	 	ü	 		 		 	
	6.1.4	 	Design and develop employment branding/marketing materials and related internal and external recruiting communications.	 		 		 		 	ü	 	ü	 	ü
	6.1.5	 	Utilize developed employment branding/marketing materials and related internal and external recruiting communications for Retail and Distribution requisitions.	 	ü	 	ü	 	ü	 		 		 	
	6.1.6	 	LS&Co. will advise Supplier of changes in company policies that impact this recruitment SOW. Any material impact on Supplier costs will be captured through the change process.	 		 		 		 	ü	 	ü	 	ü
	6.1.7	 	Identify, analyse and implement opportunities to drive continuous improvement and improve efficiency	 	ü	 	ü	 	ü	 		 		 	
	6.1.8	 	Share all regulatory and government updates with LS&Co gathered through best practice sharing sessions	 	ü	 	ü	 	ü	 		 		 	
	6.1.9	 	Collaborate with LS&Co. to make the required process or documentation change based on the regulatory and government updates	 	ü	 	ü	 	ü	 		 		 	

  

			
	LS&Co. – Attachment 2.1 – Description of Services – Human Resource Services	  	Page 24

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EXECUTION VERSION 
  

															
	 No.
	 	 Process Steps
	 	 Supplier
	 	 LS&Co.

	6.2	 	Requirement Gathering	 		 		 		 		 		 	
	6.2.1	 	Define open job requirement.	 		 		 		 	ü	 	ü	 	ü
	6.2.2	 	Initiate requisition and approve as appropriate.	 		 		 		 	ü	 	ü	 	ü
	6.2.3	 	Edit, complete and post job requisition, and audit for accuracy as required.	 		 		 		 	ü	 	ü	 	ü
	6.2.4	 	Discuss needs and decide sourcing strategy with hiring manager or HR as appropriate.	 		 		 		 	ü	 	ü	 	ü
	6.2.5	 	Define and communicate level and compensation guidelines.	 		 		 		 	ü	 	ü	 	ü
	6.2.6	 	Confirm level and compensation with LS&Co. hiring manager.	 		 		 		 	ü	 	ü	 	ü
	6.2.7	 	Verify approval for open positions as appropriate.	 		 		 		 	ü	 	ü	 	ü
	6.3	 	Sourcing and Screening	 		 		 		 		 		 	
	6.3.1	 	Develop sourcing plan based on delivery strategy.	 		 		 		 	ü	 	ü	 	ü
	6.3.2	 	Provide off-limit companies or institutions as defined by LS&Co. policy.	 		 		 		 	ü	 	ü	 	ü
	6.3.3	 	Develop or acquire sourcing licenses and database tools to support the Recruitment strategy.	 		 		 		 	ü	 	ü	 	ü
	6.3.4	 	Design and communicate sourcing guidelines specifically related to LS&Co. brand.	 		 		 		 	ü	 	ü	 	ü
	6.3.5	 	Mine LS&Co. resume/CV database and match candidates to open requisition.	 		 		 		 	ü	 	ü	 	ü
	6.3.6	 	Source and mine external job boards for requisitions.	 		 		 		 	ü	 	ü	 	ü
	6.3.7	 	Mine LS&Co. succession database and match candidates to open requisition.	 		 		 		 	ü	 	ü	 	ü
	6.3.8	 	Distribution hires - Identify candidates per terms of applicable collective agreements or legislation (e.g. layoffs, seniority based job bidding, recalls, etc.) using the ATS	 		 		 		 	ü	 	ü	 	ü
	6.3.9	 	Match candidates as provided (from collective agreements, works councils) to open requisition.	 		 		 		 	ü	 	ü	 	ü
	6.3.10	 	Determine if internal candidate pool is sufficient	 		 		 		 	ü	 	ü	 	ü

  

			
	LS&Co. – Attachment 2.1 – Description of Services – Human Resource Services	  	Page 25

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EXECUTION VERSION 
  

															
	 No.
	 	 Process Steps
	 	 Supplier
	 	 LS&Co.

		 	for requisitions.	 		 		 		 		 		 	
	6.3.11	 	Manage and execute all sourcing required to fill in-scope positions including job postings, advertising, career fairs and internet postings	 		 		 		 	ü	 	ü	 	ü
	6.3.12	 	Manage and track employee referrals based on LS&Co. guidelines.	 		 		 		 	ü	 	ü	 	ü
	6.3.13	 	Post Retail requisitions on levistrauss.com and Threads.	 	ü	 	ü	 	ü	 		 		 	
	6.3.14	 	Posting support on job boards, niche sites and print ads will include Retail Hourly requisitions. All costs including career fair attendance and travel must be approved by LS&Co. and passed-through with no mark-up.	 	ü	 	ü	 	ü	 		 		 	
	6.3.15	 	Manage reporting of employee referral payments consistent with LS&Co. company policy.	 		 		 		 	ü	 	ü	 	ü
	6.3.16	 	Track applicants and status of candidate flow.	 		 		 		 	ü	 	ü	 	ü
	6.3.17	 	Work with approved recruiting agencies for requisitions. All agency costs are retained by LS&Co.	 		 		 		 	ü	 	ü	 	ü
	6.3.18	 	Develop job requisition and employment application.	 		 		 		 	ü	 	ü	 	ü
	6.3.19	 	Send acknowledgement communication.	 		 		 		 	ü	 	ü	 	ü
	6.3.20	 	Conduct initial screen for Distribution owned requisitions.	 		 		 		 	ü	 	ü	 	ü
	6.3.21	 	Perform screen and document results for using the Application Tracking System (“ATS”) for requisitions.	 		 		 		 	ü	 	ü	 	ü
	6.3.22	 	Receive paper resumes and screening questionnaires from retail stores and distribution centers, process and enter into the LS&Co. system for agreed upon countries and volumes.	 	ü	 	ü	 	ü	 		 		 	
	6.2.23	 	Enter assessment results into the ATS for manually processed applications and communicate to LS&Co. as required for agreed upon volumes.	 	ü	 	ü	 	ü	 		 		 	

  

			
	LS&Co. – Attachment 2.1 – Description of Services – Human Resource Services	  	Page 26

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EXECUTION VERSION 
  

															
	 No.
	 	 Process Steps
	 	 Supplier
	 	 LS&Co.

	6.3.24	 	Rank and select candidates for hiring using the ATS.	 		 		 		 	ü	 	ü	 	ü
	6.4	 	Candidate Assessment and Qualification	 		 		 		 		 		 	
	6.4.1	 	Develop candidate lists and develop short lists	 		 		 		 	ü	 	ü	 	ü
	6.4.2	 	Assess candidates from short list and make selections	 		 		 		 	ü	 	ü	 	ü
	6.4.3	 	Qualify candidates.	 		 		 		 	ü	 	ü	 	ü
	6.4.4	 	Make contact with executive referred candidates.	 		 		 		 	ü	 	ü	 	ü
	6.4.5	 	Administer assessments/testing using LS&Co. approved and validated tests at the cost of LS&Co.	 	ü	 	ü	 	ü	 		 		 	
	6.4.6	 	Validate candidate eligibility based upon customer’s guidelines. (Including the right to work in the country)	 	ü	 	ü	 	ü	 		 		 	
	6.4.7	 	Administer background checks as per the global policy and with support from 3rd party agencies	 	ü	 	ü	 	ü	 		 		 	
	6.4.8	 	Request medical / drug screen for candidates	 	ü	 	ü	 	ü	 		 		 	
	6.4.9	 	Track and record results of drug testing	 	ü	 	ü	 	ü	 		 		 	
	6.4.10	 	Manage communication to denied candidates and communicate to LS&Co. for medical / drug screen	 	ü	 	ü	 	ü	 		 		 	
	6.4.11	 	Follow-up with qualified candidates and communicate to LS&Co. for medical / drug screen.	 	ü	 	ü	 	ü	 		 		 	
	6.4.12	 	Provide compliance adjudication guidelines and determine final decision for candidates in pending statuses per LS&Co. policies.	 		 		 		 	ü	 	ü	 	ü
	6.4.13	 	Determine course of action in liaison with LS&Co. based on background check findings	 		 		 		 	ü	 	ü	 	ü
	6.4.14	 	Communicate results of background check to candidates and to LS&Co.	 	ü	 	ü	 	ü	 		 		 	
	6.5	 	Interview and Selection	 		 		 		 		 		 	
	6.5.1	 	Administer and coordinate interview schedules, responding to request from LS&Co. for scheduling within agreed upon	 	ü	 	ü	 	ü	 		 		 	

  

			
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		 	timeframe	 		 		 		 		 		 	
	6.5.2	 	Respond to interview scheduling invitations within timeframe mutually agreed.	 		 		 		 	ü	 	ü	 	ü
	6.5.3	 	Administer and coordinate selection process for requisitions.	 		 		 		 	ü	 	ü	 	ü
	6.5.4	 	Conduct screening interview for requisitions	 		 		 		 	ü	 	ü	 	ü
	6.5.5	 	Coordinate candidate’s travel utilizing LS&Co.’s travel center and follow LS&Co. prescribed recruitment travel policies, as requested by LS&Co. All candidate travel costs are reimbursed and retained by
LS&Co.	 	ü	 	ü	 	ü	 		 		 	
	6.5.6	 	Conduct interview.	 		 		 		 	ü	 	ü	 	ü
	6.5.7	 	Provide Interview feedback within two (2) business days.	 		 		 		 	ü	 	ü	 	ü
	6.5.8	 	Status candidates in the ATS upon feedback from Managers.	 	ü	 	ü	 	ü	 		 		 	
	6.5.9	 	Assist Managers with hiring decision.	 	ü	 	ü	 	ü	 		 		 	
	6.5.10	 	Make hiring decision and final approval for extending offer details.	 		 		 		 	ü	 	ü	 	ü
	6.5.11	 	Extend verbal offer for positions if directed by LS&Co.	 	ü	 	ü	 	ü	 		 		 	
	6.5.12	 	Negotiate offers.	 		 		 		 	ü	 	ü	 	ü
	6.5.13	 	Prepare and distribute offer letters via the ATS	 	ü	 	ü	 	ü	 		 		 	
	6.5.14	 	Manage tracking and reporting databases to reflect current status and selections.	 	ü	 	ü	 	ü	 		 		 	
	6.6	 	On-boarding	 		 		 		 		 		 	
	6.6.1	 	Conduct post-offer activity of sending onboarding emails to Managers through the ATS.	 	ü	 	ü	 	ü	 		 		 	
	6.6.2	 	Request background investigations, according to LS&Co. policy and compliance.	 	ü	 	ü	 	ü	 		 		 	
	6.6.3	 	Coordinate new hire processes as required by LS&Co.	 	ü	 	ü	 	ü	 		 		 	
	6.6.4	 	Collect, track, and provide updates at intervals agreed to with LS&Co. on new hire paperwork	 	ü	 	ü	 	ü	 		 		 	

  

			
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	6.6.5	 	Conduct monthly hiring manager and candidate satisfaction survey via electronic means.	 	ü	 	ü	 	ü	 		 		 	
	6.7	 	General Administration	 		 		 		 		 		 	
	6.7.1	 	Process and support visa sponsorship.	 	ü	 	ü	 	ü	 		 		 	
	6.7.2	 	Provide all Recruitment related reporting and analytics to LS&Co. as agreed to	 	ü	 	ü	 	ü	 		 		 	
	6.7.3	 	Maintain and administer recruiting systems	 	ü	 	ü	 	ü	 		 		 	
	6.7.4	 	Maintain job related web content on LS&Co.’s company websites (internal and external postings).	 	ü	 	ü	 	ü	 		 		 	
	6.7.5	 	Manage internal transfers into open positions with guidance from LS&Co.	 	ü	 	ü	 	ü	 		 		 	
	6.7.6	 	Execute LS&Co.’s recruiting process for internal, external and seasonal candidates and during peak times, including all required forms.	 	ü	 	ü	 	ü	 		 		 	
	6.7.7	 	Provide administrative support for LS&Co.’s campus recruiting process.	 	ü	 	ü	 	ü	 		 		 	
	6.7.8	 	Provide standard correspondence letters	 		 		 		 	ü	 	ü	 	ü
	6.7.9	 	Manage declines and track all declines and disposition candidates, send relevant correspondence using standard templates as agreed to with LS&Co.	 	ü	 	ü	 	ü	 		 		 	
	6.8	 	Statutory Reporting & EEO Reporting	 		 		 		 		 		 	
	6.8.1	 	Review transactional data and collaborate with Recruitment, HR Transactions and/or LS&Co. on any required corrections to data.	 	ü	 	ü	 	ü	 		 		 	
	6.8.2	 	Inform Supplier of upcoming organizational changes/updates and special requirements.	 		 		 		 	ü	 	ü	 	ü
	6.8.3	 	Report employee data related to new hires, job/employment data changes, and exits. (as required)	 	ü	 	ü	 	ü	 		 		 	
	6.8.4	 	Review and update missing gender and ethnicity data and complete reporting.	 	ü	 	ü	 	ü	 		 		 	
	6.8.5	 	Receive applicant data report via internal IT reporting team and review data for	 	ü	 	ü	 	ü	 		 		 	

  

			
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		 	completeness.	 		 		 		 		 		 	
	6.8.6	 	Ensure all stats from employment activity are reflected in recruiting activity.	 	ü	 	ü	 	ü	 		 		 	
	6.8.7	 	Ensure all new hires are reflected in employee data.	 	ü	 	ü	 	ü	 		 		 	
	6.8.8	 	Research outstanding items.	 	ü	 	ü	 	ü	 		 		 	
	6.8.9	 	Ensure job categories and levels are consistent with statistics and recruiting data.	 	ü	 	ü	 	ü	 		 		 	
	6.8.10	 	Provide recruiting report.	 	ü	 	ü	 	ü	 		 		 	
	6.8.11	 	Notify Supplier EEO of audit and relevant audit dates.	 		 		 		 	ü	 	ü	 	ü
	6.8.12	 	Coordinate with Supplier EEO team on approach and action plan for responding to audit.	 		 		 		 	ü	 	ü	 	ü
	6.8.13	 	Produce compensation analysis and AAP preparation for audit.	 	ü	 	ü	 	ü	 		 		 	
	6.8.14	 	Manage completion of request and submit to LS&Co. on timely basis.	 	ü	 	ü	 	ü	 		 		 	
	6.8.15	 	Affirmative action plan preparation	 	ü	 	ü	 	ü	 		 		 	
	6.8.16	 	Inquire and obtain information about regulatory changes.	 	ü	 	ü	 	ü	 		 		 	
	6.8.17	 	Send goals report to outside counsel for review.	 		 		 		 	ü	 	ü	 	ü
	6.8.18	 	Send Compensation Analysis Report to outside counsel for review.	 		 		 		 	ü	 	ü	 	ü
	6.8.19	 	Send LS&Co. a listing of the EEO Coordinators previously on file with Supplier.	 	ü	 	ü	 	ü	 		 		 	
	6.8.20	 	Send Supplier any edits to EEO Coordinator listing.	 		 		 		 	ü	 	ü	 	ü
	6.8.21	 	Complete year-end reporting	 	ü	 	ü	 	ü	 		 		 	
	6.8.22	 	Finalize recruiting weights.	 		 		 		 	ü	 	ü	 	ü
	6.8.23	 	Analyze reporting and provide questions/feedback to Supplier.	 		 		 		 	ü	 	ü	 	ü
	6.8.24	 	Finalize year-end reporting (including outside counsel review).	 		 		 		 	ü	 	ü	 	ü
	6.8.25	 	Prepare reporting for exhibits.	 	ü	 	ü	 	ü	 		 		 	
	6.8.26	 	Finalize Goals Report and send to Supplier.	 		 		 		 	ü	 	ü	 	ü
	6.8.27	 	Finalize Compensation Analysis Report and send to Supplier.	 		 		 		 	ü	 	ü	 	ü

  

			
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	6.8.28	 	Send Narrative to outside counsel for review.	 		 		 		 	ü	 	ü	 	ü
	6.8.29	 	Send Policy Statement Letter to outside counsel for review.	 		 		 		 	ü	 	ü	 	ü
	6.8.30	 	Send finalized Narrative to Supplier.	 		 		 		 	ü	 	ü	 	ü
	6.8.31	 	Send finalized Policy Statement Letter to Supplier.	 		 		 		 	ü	 	ü	 	ü
	6.8.32	 	Update Narrative with EEO Coordinator contact info and plan year.	 	ü	 	ü	 	ü	 		 		 	
	6.8.33	 	Prepare Workforce Analysis reports (review salary ranges; titles, pay grades, etc.).	 	ü	 	ü	 	ü	 		 		 	
	6.8.34	 	Prepare Job Group Analysis reports).	 	ü	 	ü	 	ü	 		 		 	
	6.8.35	 	Prepare Availability Analysis reports (review availability by job group against ESR).	 	ü	 	ü	 	ü	 		 		 	
	6.8.36	 	Prepare Utilization Analysis reports (by job group).	 	ü	 	ü	 	ü	 		 		 	
	6.8.37	 	Identify Goals where under-utilization occurs and provide Goals summary report.	 	ü	 	ü	 	ü	 		 		 	
	6.8.38	 	Prepare Compensation Analysis reports which include male versus female and minority versus non-minority analysis.	 	ü	 	ü	 	ü	 		 		 	
	6.8.39	 	Review all reports and provide questions and feedback to Supplier.	 		 		 		 	ü	 	ü	 	ü
	6.8.40	 	Review all reports with outside counsel; provide questions and feedback to Supplier.	 		 		 		 	ü	 	ü	 	ü
	6.8.41	 	Review goals with internal counsel.	 		 		 		 	ü	 	ü	 	ü
	6.8.42	 	Finalize all analysis reports (including internal/outside counsel review).	 		 		 		 	ü	 	ü	 	ü
	6.8.43	 	Prepare EEO-1 Reports and Vets-100A reports as required and forward to LS&Co. for review and sign-off.	 	ü	 	ü	 	ü	 		 		 	
	6.8.44	 	Review reports and provide corrections if necessary.	 		 		 		 	ü	 	ü	 	ü
	6.8.45	 	Revise reports and post on EEOC and DOL website by the published reporting deadlines.	 	ü	 	ü	 	ü	 		 		 	
	6.8.46	 	Publish AA Plans	 		 		 		 	ü	 	ü	 	ü
	6.8.47	 	Prepare two final copies of AAPs for Women &	 	ü	 	ü	 	ü	 		 		 	

  

			
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		 	Minorities and AAPs for Veterans & Disabled: 1 to LS&Co. and 1 to outside counsel; e-copy posted on SharePoint for EEO Coordinator and workplace. Equivalent regional process steps to be included during transition.	 		 		 		 		 		 	
	6.8.48	 	Distribute VP HR goals memo to all HO people managers.	 		 		 		 	ü	 	ü	 	ü
	6.8.49	 	Distribute goal memos to local managers and send confirmation to Corporate HR.	 		 		 		 	ü	 	ü	 	ü
	6.8.50	 	Post policy statement at each location and send confirm to Corporate HR.	 		 		 		 	ü	 	ü	 	ü
	6.8.51	 	Save Confirmation from EEO Coordinator re: distribution of goals memo and post policy.	 		 		 		 	ü	 	ü	 	ü

  

	7.	COMPENSATION ADMINISTRATION. 

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

															
	 No.
	 	 Process Steps
	 	 Supplier
	 	 LS&Co.

	 	 	 	 	 LSA
	 	 LSE
	 	 AMA
	 	 LSA
	 	 LSE
	 	 AMA

	7.1	 	Building compensation strategy & plan	 		 		 		 		 		 	
	7.1.1	 	Establishing an organizational strategy, objectives and grouping tasks into jobs	 		 		 		 	ü	 	ü	 	ü
	7.1.2	 	Developing a compensation strategy based on job specification and requirements	 		 		 		 	ü	 	ü	 	ü
	7.1.3	 	Budgeting for the compensation plan	 		 		 		 	ü	 	ü	 	ü
	7.1.4	 	Identify, analyse and implement opportunities to drive continuous improvement and improve efficiency	 	ü	 	ü	 	ü	 		 		 	
	7.1.5	 	Share all regulatory and government updates with LS&Co gathered through best practice sharing sessions	 	ü	 	ü	 	ü	 		 		 	
	7.1.6	 	Collaborate with LS&Co. to make the required process or documentation change based on the regulatory and government	 	ü	 	ü	 	ü	 		 		 	

  

			
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		 	updates	 		 		 		 		 		 	
	7.2	 	Evaluating current compensation plans & systems	 		 		 		 		 		 	
	7.2.1	 	Evaluating the compensable and non- compensable factors currently existing in the organization	 		 		 		 	ü	 	ü	 	ü
	7.2.2	 	Survey request from the research analysts (Mercer, Hewitt etc.)	 		 		 		 	ü	 	ü	 	ü
	7.2.3	 	Support survey needs (e.g. data collection)	 	ü	 	ü	 	ü	 		 		 	
	7.2.4	 	Receiving survey data (market research reports)	 		 		 		 	ü	 	ü	 	ü
	7.2.5	 	Pooling the report for benchmarking analysis	 	ü	 	ü	 	ü	 		 		 	
	7.2.6	 	Benchmarking compensation plans based on the market intelligence & best practices	 		 		 		 	ü	 	ü	 	ü
	7.2.7	 	Identification & prioritization of the key changes/ improvisations needed in the existing compensation policy like mix of fixed and variable compensation, target quartile as compared to competition, specific technologies
etc.	 		 		 		 	ü	 	ü	 	ü
	7.2.8	 	Developing the annual compensation plans and schedules to execute the changes needed	 		 		 		 	ü	 	ü	 	ü
	7.3	 	Designing & developing salary structures	 		 		 		 		 		 	
	7.3.1	 	Designing the job evaluation and grading studies for determining compensation plans / structures for different jobs/ roles	 		 		 		 	ü	 	ü	 	ü
	7.3.2	 	Execution of the job analysis program and preparation of job groups based on complexity levels	 		 		 		 	ü	 	ü	 	ü
	7.3.3	 	Preparation of job descriptions for all jobs in a job group	 		 		 		 	ü	 	ü	 	ü
	7.3.4	 	Model different salary structures and evaluate possible impacts in terms of employee motivation, regulatory compliance, business impact, competition etc.	 		 		 		 	ü	 	ü	 	ü
	7.3.5	 	Determining the most appropriate salary structure for different functions	 		 		 		 	ü	 	ü	 	ü
	7.3.6	 	Obtaining consent/ approval from business leaders of each function on the	 		 		 		 	ü	 	ü	 	ü

  

			
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		 	compensation plans prepared	 		 		 		 		 		 	
	7.4	 	Developing fixed and variable compensation plans	 		 		 		 		 		 	
	7.4.1	 	Developing fixed & variable compensation plans based on possible impacts in terms of employee motivation, regulatory compliance, business impact, competition etc.	 		 		 		 	ü	 	ü	 	ü
	7.4.2	 	Combining the compensation and non-compensation dimensions into an effective reward system for different groups of employees	 		 		 		 	ü	 	ü	 	ü
	7.5	 	Communicating / updating employees on the compensation plans	 		 		 		 		 		 	
	7.5.1	 	Communicating the details of compensation plans to specific stakeholders using appropriate channels including but not limited to email and hard copy via post if required.	 	ü	 	ü	 	ü	 		 		 	
	7.5.2	 	Advising employees on how best they can utilize the compensation plan	 		 		 		 	ü	 	ü	 	ü
	7.5.3	 	Sending reminders to employees/ managers for compensation plans and changes	 	ü	 	ü	 	ü	 		 		 	
	7.6	 	Clarifying compensation specific queries/grievances	 		 		 		 		 		 	
	7.6.1	 	Providing clarification on employees queries on compensation plans	 	ü	 	ü	 	ü	 		 		 	
	7.6.2	 	Providing factual solutions to issues raised regarding compensation structure and various plans	 	ü	 	ü	 	ü	 		 		 	
	7.6.3	 	Liaising with payroll team to make necessary changes to compensation to correct errors	 	ü	 	ü	 	ü	 		 		 	
	7.6.4	 	Communicating with employee confirming the resolution provided	 	ü	 	ü	 	ü	 		 		 	
	7.6.5	 	Managing compensation data / information and risk associated with ensuring data safety and security, and correct upload	 	ü	 	ü	 	ü	 		 		 	

  

			
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	7.6.6	 	Carrying out the below minimum exercise to correct/ change an employee’s pay	 	ü	 	ü	 	ü	 		 		 	
	7.6.7	 	Making off cycle changes for compensation administration	 	ü	 	ü	 	ü	 		 		 	
	7.6.8	 	Administering compensation package and final pay determination	 	ü	 	ü	 	ü	 		 		 	
	7.6.9	 	Support/execute local statutory annual increases as needed	 	ü	 	ü	 	ü	 		 		 	
	7.7	 	Reporting and Analytics	 		 		 		 		 		 	
	7.7.1	 	Checking with the regulatory and compliance teams on their specific requirements/ customizations required to functional reports	 		 		 		 	ü	 	ü	 	ü
	7.7.2	 	Collating & consolidating the necessary information and pass on to the regulatory and compliance team for analysis/ review	 	ü	 	ü	 	ü	 		 		 	
	7.7.3	 	Analysing data for patterns on compensation structure in relation with different functions	 	ü	 	ü	 	ü	 		 		 	
	7.7.4	 	Evaluating the performance of the compensation function based on the agreed parameters such as timely delivery of compensation, surveys on effectiveness of compensation structure etc.	 		 		 		 	ü	 	ü	 	ü
	7.7.5	 	Conducting surveys on a timely basis on the compensation structure alignment with organizational goals, satisfaction level of employees etc.	 	ü	 	ü	 	ü	 		 		 	
	7.7.6	 	Publishing the results to relevant stakeholders	 	ü	 	ü	 	ü	 		 		 	
	7.8	 	Relocation Admin	 		 		 		 		 		 	
	7.8.1	 	Communicate relocation of employees	 		 		 		 	ü	 	ü	 	ü
	7.8.2	 	kick off with 3rd party provider to provide data inputs for relocation	 	ü	 	ü	 	ü	 		 		 	
	7.8.3	 	Co-ordinate with 3rd party for any ongoing compensation changes (ex - quarterly changes)	 	ü	 	ü	 	ü	 		 		 	
	7.9	 	Incentives	 		 		 		 		 		 	
	7.9.1	 	Design of incentive plan (AIP)	 		 		 		 	ü	 	ü	 	ü

  

			
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	7.9.2	 	Data collation for AIP baseline	 	ü	 	ü	 	ü	 		 		 	
	7.9.3	 	Sending compensation review letters	 	ü	 	ü	 	ü	 		 		 	
	7.10	 	Employee Recognition Programs	 		 		 		 		 		 	
	7.10.1	 	Define and develop engagement & recognition programs	 		 		 		 	ü	 	ü	 	ü
	7.10.2	 	Communicate recognition guidelines / responsibilities	 	ü	 	ü	 	ü	 		 		 	
	7.10.3	 	Administer recognition award e.g. hosting / collating and evaluating responses provided by LS&Co	 	ü	 	ü	 	ü	 		 		 	
	7.10.4	 	Prepare award documentation	 	ü	 	ü	 	ü	 		 		 	
	7.10.5	 	Communicate and distribute award	 		 		 		 	ü	 	ü	 	ü
	7.11	 	Compensation Admin	 		 		 		 		 		 	
	7.11.1	 	Calculate accruals and payout for incentive plans	 	ü	 	ü	 	ü	 		 		 	
	7.11.2	 	Support administrative tasks associated with claims management	 	ü	 	ü	 	ü	 		 		 	

  

	8.	PERFORMANCE MANAGEMENT. 

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

 

															
	 No.
	 	 Process Steps
	 	 Supplier
	 	 LS&Co.

	 	 	 	 	 LSA
	 	 LSE
	 	 AMA
	 	 LSA
	 	 LSE
	 	 AMA

	8.1	 	Strategy and Policy	 		 		 		 		 		 	
	8.1.1	 	 Establishing process / method for review of overall business unit: 
  

- objective completion and results 
  

- key measures of success 
  

- KPIs (financial, commercial, process and people)
	 		 		 		 	ü	 	ü	 	ü
	8.1.2	 	Defining process, timeline and responsibilities in organization goal setting	 		 		 		 	ü	 	ü	 	ü
	8.1.3	 	Defining process for converting / cascading of organization goals into smaller, task-orientated, delivery targets per business unit	 		 		 		 	ü	 	ü	 	ü

  

			
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	8.1.4	 	Identify, analyse and implement opportunities to drive continuous improvement and improve efficiency	 	ü	 	ü	 	ü	 		 		 	
	8.1.5	 	Share all regulatory and government updates with LS&Co gathered through best practice sharing sessions	 	ü	 	ü	 	ü	 		 		 	
	8.1.6	 	Collaborate with LS&Co. to make the required process or documentation change based on the regulatory and government updates	 	ü	 	ü	 	ü	 		 		 	
	8.2	 	Preparation and Planning for Performance Management	 		 		 		 		 		 	
	8.2.1	 	Evaluating the existing performance management system	 		 		 		 	ü	 	ü	 	ü
	8.2.2	 	Identifying & prioritizing the key changes/ improvisations needed in the existing performance management system based on organizational objectives and job descriptions	 		 		 		 	ü	 	ü	 	ü
	8.2.3	 	Analyzing the industry best practices for performance management	 		 		 		 	ü	 	ü	 	ü
	8.2.4	 	Developing the annual performance cycle / plan for performance management along with top leadership	 		 		 		 	ü	 	ü	 	ü
	8.2.5	 	Administering the annual performance cycle / plan, including but not limited to, following up with managers/employees for performance closures	 	ü	 	ü	 	ü	 		 		 	
	8.2.6	 	Deciding on the process of measurement to determine how the performance components will be measured & finalizing the performance review criteria	 		 		 		 	ü	 	ü	 	ü
	8.2.7	 	Customizing the plans based on specific job descriptions	 		 		 		 	ü	 	ü	 	ü
	8.2.8	 	Aligning rewards with the performance results	 		 		 		 	ü	 	ü	 	ü
	8.2.9	 	Finalizing the key dates and milestones for performance review	 		 		 		 	ü	 	ü	 	ü
	8.3	 	Developing guidelines for managers on goal	 		 		 		 		 		 	

  

			
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EXECUTION VERSION 
  

															
	 No.
	 	 Process Steps
	 	 Supplier
	 	 LS&Co.

		 	setting and employee assessment	 		 		 		 		 		 	
	8.3.1	 	Documenting best-practices for goal setting	 		 		 		 	ü	 	ü	 	ü
	8.3.2	 	Conducting coaching sessions for managers	 		 		 		 	ü	 	ü	 	ü
	8.3.3	 	Assisting managers with queries	 	ü	 	ü	 	ü	 		 		 	
	8.3.4	 	Defining and publish common template for goal capturing and tracking	 		 		 		 	ü	 	ü	 	ü
	8.3.5	 	Setting achievable goals & deadlines for timely completion of task with employees	 		 		 		 	ü	 	ü	 	ü
	8.4	 	Identifying the channels for communication to specific stakeholders	 		 		 		 		 		 	
	8.4.1	 	Communicating the strategy to rest of the organization on a selective basis	 		 		 		 	ü	 	ü	 	ü
	8.4.2	 	Cascading business unit goals via managers to individuals	 		 		 		 	ü	 	ü	 	ü
	8.4.3	 	Defining the role of supervisor and employees in performance management	 		 		 		 	ü	 	ü	 	ü
	8.4.4	 	Completing the Workday set up for performance review date	 	ü	 	ü	 	ü	 		 		 	
	8.4.5	 	Setting up specific goals and standards for employees	 		 		 		 	ü	 	ü	 	ü
	8.5	 	Interacting / communicating with the people managers / supervisors	 		 		 		 		 		 	
	8.5.1	 	Seeking inputs from supervisors on employees	 		 		 		 	ü	 	ü	 	ü
	8.5.2	 	Mentoring on how to help employees overcome shortcomings	 		 		 		 	ü	 	ü	 	ü
	8.5.3	 	Defining training/skill enhancement needs for employees, along with Learning and Development team	 		 		 		 	ü	 	ü	 	ü
	8.5.4	 	Creating a back-up plan in case the repartee is not able to meet expectations	 		 		 		 	ü	 	ü	 	ü
	8.6	 	Interacting / communicating with the employees	 		 		 		 		 		 	
	8.6.1	 	Communicating with employees on: Expectations, Target vs performance, Areas of improvement	 		 		 		 	ü	 	ü	 	ü
	8.6.2	 	Monitoring adherence to timelines and execution of performance	 	ü	 	ü	 	ü	 		 		 	

  

			
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	 No.
	 	 Process Steps
	 	 Supplier
	 	 LS&Co.

		 	management plan like timely competition, coverage of all intended employees	 		 		 		 		 		 	
	8.6.3	 	Evaluating employee performance against pre-determined goals and standards	 		 		 		 	ü	 	ü	 	ü
	8.6.4	 	Receiving and resolving employee queries	 	ü	 	ü	 	ü	 		 		 	
	8.6.5	 	Sending reminders to employees/ managers for pending issues	 	ü	 	ü	 	ü	 		 		 	
	8.6.6	 	Stating clearly the possible benefits/ repercussions linked to performance	 		 		 		 	ü	 	ü	 	ü
	8.7	 	Calibrating performance appraisals	 		 		 		 		 		 	
	8.7.1	 	Reviewing information gathered during performance management cycle and investigate abnormalities	 		 		 		 	ü	 	ü	 	ü
	8.7.2	 	Removing inconsistencies in approach and evaluation	 		 		 		 	ü	 	ü	 	ü
	8.7.3	 	Finalizing performance ratings for the employees	 		 		 		 	ü	 	ü	 	ü
	8.7.4	 	Updating employee ratings on Workday	 		 		 		 	ü	 	ü	 	ü
	8.7.5	 	Conducting regular audits to ensure accuracy of ratings uploaded	 	ü	 	ü	 	ü	 		 		 	
	8.8	 	Clarifying performance management related queries	 		 		 		 		 		 	
	8.8.1	 	Clarifying employee queries relating to performance management	 	ü	 	ü	 	ü	 		 		 	
	8.8.2	 	Resolve escalated queries	 		 		 		 	ü	 	ü	 	ü
	8.8.3	 	Creating presence on channels like internal portals for clarifying employee queries	 	ü	 	ü	 	ü	 		 		 	
	8.9	 	Monitoring employee progress	 		 		 		 		 		 	
	8.9.1	 	Mentoring / counselling employees on how to work on areas of improvements	 		 		 		 	ü	 	ü	 	ü
	8.9.2	 	Designing a performance improvement plan for employees requiring training to improve their performance along with their managers	 		 		 		 	ü	 	ü	 	ü
	8.9.3	 	Administering the Performance Improvement plan (PIP)	 		 		 		 	ü	 	ü	 	ü

  

			
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	 No.
	 	 Process Steps
	 	 Supplier
	 	 LS&Co.

	8.9.4	 	Encouraging high performing employees along with their managers	 		 		 		 	ü	 	ü	 	ü
	8.9.5	 	Work with manager to monitor adherence of employee to the PIP, and bring PIP to closure	 	ü	 	ü	 	ü	 		 		 	
	8.9.6	 	Reminding the employees of repercussion at a pre-defined frequency	 		 		 		 	ü	 	ü	 	ü
	8.9.7	 	Taking appropriate disciplinary actions for employees who failed to adhere to organization policies	 		 		 		 	ü	 	ü	 	ü
	8.10	 	Performance Management Process Evaluation	 		 		 		 		 		 	
	8.10.1	 	Providing MIS reports on important performance management statistics like timely completion, adherence to the bell curve, successful issue resolution etc.	 	ü	 	ü	 	ü	 		 		 	
	8.10.2	 	Conduct satisfaction surveys	 	ü	 	ü	 	ü	 		 		 	
	8.10.3	 	Evaluating the performance of function based on timely completion of performance appraisals, surveys on ease of usage etc.	 		 		 		 	ü	 	ü	 	ü
	8.10.4	 	Presenting the final analysis to the end stakeholder	 	ü	 	ü	 	ü	 		 		 	

  

	9.	OFFBOARDING. 

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

															
	 No.
	 	 Process Steps
	 	 Supplier
	 	 LS&Co.

	 	 	 	 	 LSA
	 	 LSE
	 	 AMA
	 	 LSA
	 	 LSE
	 	 AMA

	9.1	 	Strategy and Policy	 		 		 		 		 		 	
	9.1.1	 	Establish employee record management strategy and policies	 		 		 		 	ü	 	ü	 	ü
	9.1.2	 	Identify specific regulatory or legislative requirements that govern records	 		 		 		 	ü	 	ü	 	ü

  

			
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	 No.
	 	 Process Steps
	 	 Supplier
	 	 LS&Co.

		 	management	 		 		 		 		 		 	
	9.1.3	 	Identify, analyse and implement opportunities to drive continuous improvement and improve efficiency	 	ü	 	ü	 	ü	 		 		 	
	9.1.4	 	Share all regulatory and government updates with LS&Co gathered through best practice sharing sessions	 	ü	 	ü	 	ü	 		 		 	
	9.1.5	 	Collaborate with LS&Co. to make the required process or documentation change based on the regulatory and government updates	 	ü	 	ü	 	ü	 		 		 	
	9.2	 	Exit Administration – Individual Employee	 		 		 		 		 		 	
	9.2.1	 	Design exit policy. Update and communicate policy to appropriate parties, via agreed channels	 		 		 		 	ü	 	ü	 	ü
	9.2.2	 	Initiate and process voluntary Exits thru Manager Self Service (MSS) with employee’s approved exit and exit date (details required will vary by’ reason) for leaving using agreed form and tools	 		 		 		 	ü	 	ü	 	ü
	9.2.3	 	Initiate all involuntary Exits with a confirmation from the LS&Co. as appropriate	 	ü	 	ü	 	ü	 		 		 	
	9.2.4	 	Initiate and process voluntary Exits in case of non-availability of self service	 	ü	 	ü	 	ü	 		 		 	
	9.2.5	 	Send notifications to external third parties, internal LS&Co. and Supplier support functions of Individual Exit transaction, as per LS&Co. policy, Agreement and relevant Supplier processes / procedures.	 	ü	 	ü	 	ü	 		 		 	
	9.2.6	 	Receive last day confirmation from employee/manager; manager can approve shortened notice period as per guidelines provided by LS&Co.	 	ü	 	ü	 	ü	 		 		 	
	9.2.7	 	Supplier shall issue, as required by LS&Co. individual exit documentation (e.g. documents requiring signature,	 	ü	 	ü	 	ü	 		 		 	

  

			
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	 No.
	 	 Process Steps
	 	 Supplier
	 	 LS&Co.

		 	termination checklist, etc.) via email to exiting employee’s line manager (or other LS&Co. nominated person) for completion.	 		 		 		 		 		 	
	9.2.8	 	Share exit documents with line manager and await receipt of completed documents	 	ü	 	ü	 	ü	 		 		 	
	9.2.9	 	Receive, validate and log receipt of completed individual exit documentation.	 	ü	 	ü	 	ü	 		 		 	
	9.3	 	Multiple Employee Exit Program and Exit Date Amendments	 		 		 		 		 		 	
	9.3.1	 	Design exit questionnaire policy. Update and communicate to appropriate teams	 		 		 		 	ü	 	ü	 	ü
	9.3.2	 	Design cancellation / reinstatement policy. Update and communicate policy to appropriate parties	 		 		 		 	ü	 	ü	 	ü
	9.3.3	 	Request Service from Supplier using agreed to Change Request process.	 		 		 		 	ü	 	ü	 	ü
	9.3.4	 	Review request for completion, legibility and correct assignment.	 	ü	 	ü	 	ü	 		 		 	
	9.3.5	 	Confirm required documentation has been fully and legibly completed, or reject / close ticket and issue automated email to requestor (the individual who raised the case) if request doesn’t meet agreed criteria.	 	ü	 	ü	 	ü	 		 		 	
	9.3.6	 	Process cancel / re-instate exit transaction in HRIS.	 	ü	 	ü	 	ü	 		 		 	
	9.3.7	 	Send notifications to external third parties, internal functions on employee exit	 	ü	 	ü	 	ü	 		 		 	
	9.3.8	 	Schedule exit interview as defined by LS&Co	 	ü	 	ü	 	ü	 		 		 	
	9.3.9	 	Deactivate email, employee ID, and support asset handover	 		 		 		 	ü	 	ü	 	ü
	9.3.10	 	Deactivate email, employee ID if not closed by manager within timeframe agreed upon with LS&Co.	 	ü	 	ü	 	ü	 		 		 	
	9.3.11	 	Conduct exit interview as defined by LS&Co	 	ü	 	ü	 	ü	 		 		 	
	9.4	 	Physical Employee Records, Files and	 		 		 		 		 		 	

  

			
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EXECUTION VERSION 
  

															
	 No.
	 	 Process Steps
	 	 Supplier
	 	 LS&Co.

		 	Documents	 		 		 		 		 		 	
	9.4.1	 	Define data content requirements	 		 		 		 	ü	 	ü	 	ü
	9.4.2	 	Store physical documents according to defined requirements for statutory and regulatory compliance.	 	ü	 	ü	 	ü	 		 		 	
	9.4.3	 	Fulfil requests for files to employees/retirees, managers, HR and Legal per corporate standards and within agreed to timeframes.	 	ü	 	ü	 	ü	 		 		 	
	9.4.4	 	Maintain records of all files including checked out and returned logs.	 	ü	 	ü	 	ü	 		 		 	
	9.4.5	 	Dispose of files based on agreed to disposal procedures.	 	ü	 	ü	 	ü	 		 		 	
	9.5	 	Severance Activity Support	 		 		 		 		 		 	
	9.5.1	 	Determine strategy for LS&Co. employee severance.	 		 		 		 	ü	 	ü	 	ü
	9.5.2	 	Define exception handling and escalation guidelines.	 		 		 		 	ü	 	ü	 	ü
	9.5.3	 	Provide governance over severance process to ensure selections have been made in accordance with the guidelines.	 		 		 		 	ü	 	ü	 	ü
	9.5.4	 	Review workforce assessment results to ensure compliance with guidelines.	 		 		 		 	ü	 	ü	 	ü
	9.5.5	 	Monitor and ensure compliance for any regulations regarding mass layoffs.	 		 		 		 	ü	 	ü	 	ü
	9.5.6	 	Review and notify Supplier of changes to severance details.	 		 		 		 	ü	 	ü	 	ü
	9.5.7	 	Notify third party providers with respect to transition services	 	ü	 	ü	 	ü	 		 		 	
	9.5.8	 	Audit invoices and process payments to transition services third party providers.	 		 		 		 	ü	 	ü	 	ü
	9.5.9	 	Provide templates for severance packages and directions for use.	 		 		 		 	ü	 	ü	 	ü
	9.5.10	 	For open employee relations cases, review files of Supplier and work with LS&Co., to determine previous leaves and employee relations cases that may impact current case. Ensure final	 	ü	 	ü	 	ü	 		 		 	

  

			
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	 No.
	 	 Process Steps
	 	 Supplier
	 	 LS&Co.

		 	recommendation takes into account previous leaves and employee relations cases as appropriate	 		 		 		 		 		 	
	9.5.11	 	Maintain severance calculation worksheet.	 	ü	 	ü	 	ü	 		 		 	
	9.5.12	 	Prepare severance calculation estimates.	 	ü	 	ü	 	ü	 		 		 	
	9.5.13	 	Approve termination actions	 		 		 		 	ü	 	ü	 	ü
	9.5.14	 	Update impacted employee data in LS&Co. HR system based on LS&Co. direction (e.g. placing employee on a special leave during a WARN notice, deferred early retirement, etc...)	 	ü	 	ü	 	ü	 		 		 	
	9.5.15	 	Produce and deliver Severance packages as directed by LS&Co.	 	ü	 	ü	 	ü	 		 		 	
	9.5.16	 	Manage OWPA (Older Workers Protection Act) or equivalent	 		 		 		 	ü	 	ü	 	ü
	9.5.17	 	Provide EEO team with notification of upcoming severance activity at a mutually agreed on time frame, before OWBPA or equivalent requests are made.	 		 		 		 	ü	 	ü	 	ü
	9.5.18	 	Internal reporting for severance	 	ü	 	ü	 	ü	 		 		 	
	9.5.19	 	Log employee inquiries into case management tool.	 	ü	 	ü	 	ü	 		 		 	
	9.5.20	 	Track return of required general release documents.	 	ü	 	ü	 	ü	 		 		 	
	9.5.21	 	Respond to inquiries from severance impacted employees.	 	ü	 	ü	 	ü	 		 		 	
	9.5.22	 	Respond to escalated inquiries from severance impacted employees	 		 		 		 	ü	 	ü	 	ü
	9.5.23	 	Manage interactions with Works Councils(WC)/Trade unions(TU) where applicable	 		 		 		 	ü	 	ü	 	ü
	9.5.24	 	Provide all data requirements for the consultations with WCs and TUs	 	ü	 	ü	 	ü	 		 		 	

  

	10.	HR HELPDESK. 

 The scope of the HR Helpdesk services will be to provide Human Resource related customer
service including timely response and resolution of issues regarding Human Resource programs 

  

			
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offered by LS&Co. and expert assistance relating to the use of all Human Resource systems and processes supported by Supplier. 

The Responsibility Matrix set forth below indicates who is accountable for certain listed processes, activities and tasks as part of the HR Helpdesk Services.

  

															
	 No.
	 	 Process Steps
	 	 Supplier
	 	 LS&Co.

	 	 	 	 	 LSA
	 	 LSE
	 	 AMA
	 	 LSA
	 	 LSE
	 	 AMA

	10.1	 	Policy and Procedure	 		 		 		 		 		 	
	10.1.1	 	Provide current content of company policies and procedures.	 		 		 		 	ü	 	ü	 	ü
	10.1.2	 	Provide requirements for call scripts, call trees, and escalation instructions (e.g. sensitive issues).	 		 		 		 	ü	 	ü	 	ü
	10.1.3	 	Provide Supplier with changes to LS&Co. policies and procedures.	 		 		 		 	ü	 	ü	 	ü
	10.1.4	 	Maintain a knowledge base of operational procedures for the contact center services.	 	ü	 	ü	 	ü	 		 		 	
	10.1.5	 	Provide access to the operational procedures / knowledgebase for review and approval.	 	ü	 	ü	 	ü	 		 		 	
	10.1.6	 	Conduct annual content review/audit of Supplier operational procedures and knowledge base. or as needed	 		 		 		 	ü	 	ü	 	ü
	10.1.7	 	Notify vendor of new programs and program changes, communications or other activities that may impact content accuracy in knowledgebase.	 		 		 		 	ü	 	ü	 	ü
	10.1.8	 	Confirm successful resolution of content audit findings with LS&Co.	 	ü	 	ü	 	ü	 		 		 	
	10.1.9	 	Provide clarification of HR policies, procedures, guidelines and practices to employees as requested.	 	ü	 	ü	 	ü	 		 		 	
	10.1.10	 	Provide HR policies, procedures, guidelines and practices to caller.	 	ü	 	ü	 	ü	 		 		 	
	10.1.11	 	Provide any changes as they relate to policy, procedures and guidelines to Supplier.	 		 		 		 	ü	 	ü	 	ü
	10.1.12	 	Identify, analyse and implement opportunities to drive continuous improvement and improve efficiency	 	ü	 	ü	 	ü	 		 		 	

  

			
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	 No.
	 	 Process Steps
	 	 Supplier
	 	 LS&Co.

	10.1.13	 	Share all regulatory and government updates with LS&Co gathered through best practice sharing sessions	 	ü	 	ü	 	ü	 		 		 	
	10.1.14	 	Collaborate with LS&Co. to make the required process or documentation change based on the regulatory and government updates	 	ü	 	ü	 	ü	 		 		 	
	10.2	 	Contact Volume Planning	 		 		 		 		 		 	
	10.2.1	 	Provide LS&Co. historical voice contact volumes.	 	ü	 	ü	 	ü	 		 		 	
	10.2.2	 	Inform Supplier of any initiatives / projects which may increase call volumes	 		 		 		 	ü	 	ü	 	ü
	10.2.3	 	Verify receipt of LS&Co. acceptance of voice volume forecasts and plan business operations accordingly.	 	ü	 	ü	 	ü	 		 		 	
	10.3	 	Service Desk Operations	 		 		 		 		 		 	
	10.3.1	 	Provide, administer, manage and maintain LS&Co.’s HR Service Desk.	 	ü	 	ü	 	ü	 		 		 	
	10.3.2	 	Respond with accurate data to all incoming inquiries (voice, data, mail, fax, and email or as mutually agreed) to provide a seamless resolution for caller issues.	 	ü	 	ü	 	ü	 		 		 	
	10.3.3	 	Resolve as many calls as possible on first contact with escalation to the appropriate LS&Co. or Supplier resource as required.	 	ü	 	ü	 	ü	 		 		 	
	10.3.4	 	Create and maintain accurate and timely reports regarding HR Service Desk performance.	 	ü	 	ü	 	ü	 		 		 	
	10.3.5	 	 Service Center Hours:
  

· Provide IVR, email capability, and make representatives available during normal working hours per region as provided below

LSA – 6:00 AM to 6:00 PM PDT (covering EDT, PDT & CDT time zones)

LSE – 5:30 AM to 6:30 PM UK time (covering all
	 	ü	 	ü	 	ü	 		 		 	
		 	 LSE time zones)
 AMA – 6:00 AM to
11:00 PM Singapore time (covering all AMA countries)
	 		 		 		 		 		 	
								
	10.3.6	 	Approve call scripts and call tree for Interactive	 		 		 		 	ü	 	ü	 	ü

  

			
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	 No.
	 	 Process Steps
	 	 Supplier
	 	 LS&Co.

		 	Voice Response Services.	 		 		 		 		 		 	
	10.3.7	 	Develop Interactive Voice Response scripts and call tree based on LS&Co. requirements. Updated Interactive Voice Response scripts as requested by LS&Co.	 	ü	 	ü	 	ü	 		 		 	
	10.3.8	 	 Interactive Voice Response Services:
  

· Function as primary owner of main toll free phone number responsible for transfers to other third parties

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

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

 
 · Provide Interactive Voice Response system minimally for
security, call routing
  
 · Integrate Interactive Voice
Response with other 3rd party vendors to provide 1 source number for all HR-related calls
	 	ü	 	ü	 	ü	 		 		 	
	10.3.9	 	 Call Handling
  

· Log all contacts so that call history is maintained
  

· Support all inquiries and transactions
  

· Record and maintain records of calls (currently all calls – except ER – are maintained for 2 months)
	 	ü	 	ü	 	ü	 		 		 	
	10.3.10	 	 Correspondence
  

· Image and link all incoming correspondence to a case
  

· Respond to correspondence under case management / policy and procedure guidelines
	 	ü	 	ü	 	ü	 		 		 	

  

			
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	 No.
	 	 Process Steps
	 	 Supplier
	 	 LS&Co.

	10.3.11	 	 Case Management
  

· Establish electronic case for each escalated call/issue
  

· Research and close all Work in Progress issues
  

· Track all cases, including cases escalated to LS&Co., until resolved

 
 · Close all cases, with exception of cases escalated to LS&Co., within agreed
upon timeframes per process
  
 · Support historical data research

 
 · Research and resolve all HR data discrepancies

 
 · Escalates issues to LS&Co. for resolution per guidelines

 
 · Facilitate participant interaction with third party issues

 
 · Implement a Case Management System to log follow-up and resolution of cased
items.
  
 · Manage case resolution within agreed upon service standards

 
 · Provide ongoing feedback on cases with LS&Co. through resolution of a
case
  
 · Provide a case management and communication process so that employees
know the point of contact for their case.
	 	ü	 	ü	 	ü	 		 		 	
	10.3.12	 	Manage resolution of participant issues escalated to LS&Co., as per agreed policy.	 		 		 		 	ü	 	ü	 	ü
	10.3.13	 	Define and modify reporting requirements to provide insight into call drivers by population.	 		 		 		 	ü	 	ü	 	ü
	10.3.14	 	Provide detailed call reporting by LS&Co. population and call type per LS&Co. requirements.	 	ü	 	ü	 	ü	 		 		 	
	10.4	 	Customer Satisfaction	 		 		 		 		 		 	
	10.4.1	 	Quality Calibration Participate in regularly scheduled call listening/calibration sessions to provide consistency between LS&Co. and vendor with respect to overall call quality (e.g. tone, pace, empathy) and adherence to	 		 		 		 	ü	 	ü	 	ü

  

			
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	 	 LS&Co.

		 	LS&Co.’s policies and procedures.	 		 		 		 		 		 	
								
	10.4.2	 	 Call Monitoring
  

· Conduct quality monitoring and evaluation of service center representatives

 
 · Generate LS&Co. standard monthly report of quality
monitoring and evaluation results for LS&Co. review
	 	ü	 	ü	 	ü	 		 		 	
	10.4.3	 	 Perform LS&Co. Satisfaction Surveys for all services according to Supplier standards agreed to by LS&Co.

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

  

			
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	 	 LS&Co.

		 	statistics on reported problems.	 		 		 		 		 		 	
	10.7	 	Disaster Recovery	 		 		 		 		 		 	
	10.7.1	 	Provide HR Service Desk disaster recovery requirements.	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	10.7.2	 	Develop HR Service Desk disaster recovery plan.	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	10.7.3	 	Approve HR Service Desk disaster recovery plan.	 		 		 		 	 ü
	 	 ü
	 	 ü

	10.7.4	 	Test HR Service Desk disaster recovery plan annually.	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	10.7.5	 	Assist in HR Service Desk disaster recover test as needed.	 		 		 		 	 ü
	 	 ü
	 	 ü

	10.7.6	 	Evaluate results of disaster recovery test and recommend required changes to disaster recovery plan with Supplier	 		 		 		 	 ü
	 	 ü
	 	 ü

	10.7.7	 	Inform LS&Co. of outages or problems and anticipated resolution within 10 minutes of initial outage	 	 ü
	 	 ü
	 	 ü
	 		 		 	

  

	11.	HRIS. 

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

																					
	 No.
	 	 Process Steps
	 	 Supplier

(Technical)
	 	 Supplier

(Functional)
	 	 LS&Co.

	 	 	 	 	 LSA
	 	 LSE
	 	 AMA
	 	 LSA
	 	 LSE
	 	 AMA
	 	 LSA
	 	 LSE
	 	 AMA

	11.1	 	HRIS Support – Workday (inclusive of Workday Applicant Tracking)	 		 		 		 		 		 		 		 		 	
	11.1.1	 	Manage the relationship with Workday.	 		 		 		 		 		 		 	 ü
	 	 ü
	 	 ü

	11.1.2	 	Workday stabilization support - confirm requirements, implement and test changes as agreed	 		 		 		 	 ü
	 	 ü
	 	 ü
	 		 		 	

  

			
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		 	with LS&Co	 		 		 		 		 		 		 		 		 	
	11.1.3	 	Prioritize and approve the configuration elements	 		 		 		 		 		 		 	 ü
	 	 ü
	 	 ü

	11.1.4	 	Maintain the configuration set up within Workday.	 		 		 		 	 ü
	 	 ü
	 	 ü
	 		 		 	
	11.1.5	 	Provide second level (Tier 2) user support for Workday processes.	 		 		 		 	 ü
	 	 ü
	 	 ü
	 		 		 	
	11.1.6	 	Establish the security priority	 		 		 		 		 		 		 	 ü
	 	 ü
	 	 ü

	11.1.7	 	Execute and maintain the security configuration and role assignments within Workday including but not limited to supporting quarterly SOX audit processes as required by either internal or external teams, providing and updating
documentation as required	 		 		 		 	 ü
	 	 ü
	 	 ü
	 		 		 	
	11.1.8	 	Administer and support Workday update twice yearly, or as determined by Workday; to include adoption and configuration of new processes and enhancements for the duration of the update process including but not limited to: unit
testing of core processes, test script	 		 		 		 	 ü
	 	 ü
	 	 ü
	 		 		 	

  

			
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	 	 Supplier

(Functional)
	 	 LS&Co.

		 	update for user acceptance testing (if applicable), conducting user acceptance testing with HR testers and reporting out results, deploying new updates, and documentation and training	 		 		 		 		 		 		 		 		 	
	11.1.9	 	Test new releases and document any issues; administer and support integration testing from the transactional, process, and data perspective	 	 ü
	 	 ü
	 	 ü
	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	11.1.10	 	Make any required configuration changes based on testing results.	 		 		 		 	 ü
	 	 ü
	 	 ü
	 		 		 	
	11.1.11	 	Review Workday release plans to determine changes to existing interface programs.	 		 		 		 	 ü
	 	 ü
	 	 ü
	 		 		 	
	11.1.12	 	Execute integration testing for new releases and make any necessary changes.	 	 ü
	 	 ü
	 	 ü
	 		 		 		 		 		 	
	11.1.13	 	Review and approve/sign-off on regression test results for integration updates.	 		 		 		 		 		 		 	 ü
	 	 ü
	 	 ü

	11.1.14	 	Monitor interface file success or failure.	 	 ü
	 	 ü
	 	 ü
	 		 		 		 		 		 	
	11.1.15	 	Log ticket upon failure or unsuccessful transfer.	 	 ü
	 	 ü
	 	 ü
	 		 		 		 		 		 	

  

			
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	 	 Supplier

(Functional)
	 	 LS&Co.

	11.1.16	 	Work with third-party vendors to resolve interface problems.	 	 ü
	 	 ü
	 	 ü
	 		 		 		 		 		 	
	11.1.17	 	Monitor and maintain all integrations for Workday. New integrations to be implemented based on agreed to rate card.	 	 ü
	 	 ü
	 	 ü
	 		 		 		 		 		 	
	11.1.18	 	Administer and maintain administrative processes and tasks in Workday including but not limited to maintaining core organizations for HRIS in Workday such as: Supervisory, Cost Centers, Locations, Companies, Compensation, and Matrix
orgs	 	 ü
	 	 ü
	 	 ü
	 		 		 		 		 		 	
	11.1.19	 	Support and maintain rollout of cyclical initiatives from configuration to testing to production support during live process including but not limited to benefit program changes such as open enrollment, APR – merit, performance
review and goal setting, budgeting requirements such as loading new positions, cost center changes, as well as configuration	 		 		 		 	 ü
	 	 ü
	 	 ü
	 		 		 	

  

			
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	 	 Supplier

(Functional)
	 	 LS&Co.

		 	changes due to legislative and market changes	 		 		 		 		 		 		 		 		 	
	11.1.20	 	Provide configuration support as requested by LS&Co. for special projects, based on agreed to rate card	 	 ü
	 	 ü
	 	 ü
	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	11.1.21	 	Maintain a requirement traceability matrix tracking configuration changes and approval from LS&Co.	 		 		 		 	 ü
	 	 ü
	 	 ü
	 		 		 	
	11.1.22	 	Update LS&Co. Workday documentation for functional specifications, job aids, work instructions, training materials wherever applicable	 		 		 		 	 ü
	 	 ü
	 	 ü
	 		 		 	
	11.1.23	 	Approve changes to LS&Co. Workday documentation	 		 		 		 		 		 		 	 ü
	 	 ü
	 	 ü

	11.1.24	 	Update Supplier HR Service Desk knowledge base and train Service Desk team based on any configuration changes implemented	 		 		 		 	 ü
	 	 ü
	 	 ü
	 		 		 	
	11.1.25	 	Identify, analyse and implement opportunities to drive continuous improvement and improve efficiency across all HRIS areas including but not	 		 		 		 	 ü
	 	 ü
	 	 ü
	 		 		 	

  

			
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	 	 Supplier

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	 	 LS&Co.

		 	limited to Workday	 		 		 		 		 		 		 		 		 	
	11.1.26	 	Share all regulatory and government updates with LS&Co gathered through best practice sharing sessions	 		 		 		 	 ü
	 	 ü
	 	 ü
	 		 		 	
	11.1.27	 	Collaborate with LS&Co. to make the required process or documentation change based on the regulatory and government updates	 	 ü
	 	 ü
	 	 ü
	 	 ü
	 	 ü
	 	 ü
	 		 		 	
	11.1.28	 	Act as liaison between Workday and Supplier to assist in setting up Workday training environment, and requesting Workday to train Supplier (any financials associated with training will be borne by Supplier)	 		 		 		 		 		 		 	 ü
	 	 ü
	 	 ü

	11.2	 	HRIS Support – Non Workday Applications 	 		 		 		 		 		 		 		 		 	
		 	HR Portal Operations	 		 		 		 		 		 		 		 		 	
	11.2.1	 	Provide an HR Portal that complements the Suppliers services, supports LS&Co. HR priorities, continues to be refreshed with new technology capabilities on a regular basis and is consistent with industry best practices (e.g.
usability, navigation,	 	 ü
	 	 ü
	 	 ü
	 		 		 		 		 		 	

  

			
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	 	 Supplier

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	 	 LS&Co.

		 	ease of use, etc.).	 		 		 		 		 		 		 		 		 	
	11.2.2	 	Host the HR Portal & Ask HR in supplier’s shared services environment, with LS&Co. data logically separated.	 	 ü
	 	 ü
	 	 ü
	 		 		 		 		 		 	
	11.2.3	 	On a monthly basis, proactively propose changes to the HR Portal & Ask HR based on industry best practice and LS&Co. input.	 	 ü
	 	 ü
	 	 ü
	 		 		 		 		 		 	
	11.2.4	 	Approve proposed changes.	 		 		 		 		 		 		 	 ü
	 	 ü
	 	 ü

	11.2.5	 	Implement approved changes	 	 ü
	 	 ü
	 	 ü
	 		 		 		 		 		 	
	11.2.6	 	Assure HR Portal & Ask HR adheres to Supplier security policies and procedures.	 	 ü
	 	 ü
	 	 ü
	 		 		 		 		 		 	
	11.2.7	 	Provide intranet accessible HR Portal & Ask HR.	 	 ü
	 	 ü
	 	 ü
	 		 		 		 		 		 	
	11.2.8	 	Submit request to create, amend, or delete HR Portal and Ask HR Content and relevant Supplier processes / procedures.	 		 		 		 		 		 		 	 ü
	 	 ü
	 	 ü

	11.2.9	 	Confirm the HR Portal and Ask HR content request has been fully and legibly completed. Request changes or clarifications as required.	 	 ü
	 	 ü
	 	 ü
	 		 		 		 		 		 	

  

			
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	 	 Supplier

(Functional)
	 	 LS&Co.

	11.2.10	 	Process request, and make change to HR Portal and Ask HR content, as per LS&Co. request.	 	 ü
	 	 ü
	 	 ü
	 		 		 		 		 		 	
	11.2.11	 	Provide translated content where items to be posted to the HR Portal and Ask HR are in a language other than English.	 		 		 		 		 		 		 	 ü
	 	 ü
	 	 ü

	11.2.12	 	Send confirmation of completion of task to LS&Co. requestor (the individual who raised the case).	 	 ü
	 	 ü
	 	 ü
	 		 		 		 		 		 	
	11.2.13	 	Continuously monitor Ask HR and HR Portal usage and make recommendations to increase LS&Co. employee utilization of HR Portal	 	 ü
	 	 ü
	 	 ü
	 		 		 		 		 		 	
	11.2.14	 	Provide reports, as agreed to with LS&Co, on HR Portal utilization to inform LS&Co. of HR Portal usage	 	 ü
	 	 ü
	 	 ü
	 		 		 		 		 		 	
		 	Third Party Hosted Applications (e.g. HireRight, CIC Plus, Taleo)	 		 		 		 		 		 		 		 		 	
	11.2.15	 	Provide third party hosted applications in support of HR Services requirements.	 		 		 		 		 		 		 	 ü
	 	 ü
	 	 ü

	11.2.16	 	Approve third party vendors, pricing and terms of	 		 		 		 		 		 		 	 ü
	 	 ü
	 	 ü

  

			
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	 	 Supplier

(Functional)
	 	 LS&Co.

		 	service.	 		 		 		 		 		 		 		 		 	
	11.2.17	 	Pass-through LS&Co. approved costs on monthly invoices.	 		 		 		 		 		 		 	 ü
	 	 ü
	 	 ü

	11.2.18	 	Request application access based on agreed to procedures.	 		 		 		 		 		 		 	 ü
	 	 ü
	 	 ü

	11.2.19	 	Grant access and provide password support as required.	 		 		 		 		 		 		 	 ü
	 	 ü
	 	 ü

	11.2.20	 	Resolve issues with vendor on behalf of LS&Co.	 		 		 		 		 		 		 	 ü
	 	 ü
	 	 ü

	11.3	 	HRIS Tables Maintenance, Data Integrity and Organization Structure Maintenance (Workday = HRIS)	 		 		 		 		 		 		 		 		 	
	11.3.1	 	Identify and make changes to HRIS tables and data	 	 ü
	 	 ü
	 	 ü
	 		 		 		 		 		 	
	11.3.2	 	Identify and process mass changes (i.e. org changes).	 	 ü
	 	 ü
	 	 ü
	 		 		 		 		 		 	
	11.3.3	 	Maintain core tables for HRIS application(s).	 	 ü
	 	 ü
	 	 ü
	 		 		 		 		 		 	
	11.3.4	 	Administer position management data.	 	 ü
	 	 ü
	 	 ü
	 		 		 		 		 		 	
	11.3.5	 	Maintain data integrity between third party applications, between core HRIS, and all relevant HR systems regardless of it interfaces exist	 	 ü
	 	 ü
	 	 ü
	 		 		 		 		 		 	
	11.4	 	Reports	 		 		 		 		 		 		 		 		 	
	11.4.1	 	Maintain integrity of LS&Co. reports catalogue	 	 ü
	 	 ü
	 	 ü
	 		 		 		 		 		 	

  

			
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	 	 Supplier

(Functional)
	 	 LS&Co.

		 	within Workday.	 		 		 		 		 		 		 		 		 	
	11.4.2	 	Run reports as requested by LS&Co.	 	 ü
	 	 ü
	 	 ü
	 		 		 		 		 		 	
	11.4.3	 	Build non-standard reports requested by LS&Co	 		 		 		 	 ü
	 	 ü
	 	 ü
	 		 		 	
	11.4.4	 	Provide data extracts from Workday to other Supplier for reporting requirements that have been assigned to that Supplier, if required.	 	 ü
	 	 ü
	 	 ü
	 		 		 		 		 		 	
	11.4.5	 	Approve before sending the data to external vendors	 		 		 		 		 		 		 	 ü
	 	 ü
	 	 ü

	11.4.6	 	Provide raw data reports from other systems (e.g. PeopleSoft) that require consolidation and manipulation of data from various sources. (List of reports to be developed and maintained by LS&Co.).	 		 		 		 		 		 		 	 ü
	 	 ü
	 	 ü

	11.4.7	 	Provide ad hoc support for requests for historical data (e.g. PeopleSoft).	 		 		 		 		 		 		 	 ü
	 	 ü
	 	 ü

	11.4.8	 	Manipulate data received from LS&Co. to consolidate with Workday data, and prepare reports	 		 		 		 	 ü
	 	 ü
	 	 ü
	 		 		 	
	11.4.9	 	Build, maintain, and modify dashboards as agreed on with LS&Co.	 		 		 		 	 ü
	 	 ü
	 	 ü
	 		 		 	
	11.5	 	Incident and Problem	 		 		 		 		 		 		 		 		 	

  

			
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		 	Management	 		 		 		 		 		 		 		 		 	
	11.5.1	 	Provide Incident and Problem Management process requirements.	 		 		 		 		 		 		 	 ü
	 	 ü
	 	 ü

	11.5.2	 	Incorporate LS&Co. Incident and Problem Management process requirements into Supplier processes.	 	 ü
	 	 ü
	 	 ü
	 		 		 		 		 		 	
	11.5.3	 	Detect and acknowledge all incidents that occur and record in ticketing system.	 	 ü
	 	 ü
	 	 ü
	 		 		 		 		 		 	
	11.5.4	 	Proactively provide LS&Co. an update when an incident/event occurs.	 	 ü
	 	 ü
	 	 ü
	 		 		 		 		 		 	
	11.5.5	 	Classify and take action to resolve the incident based on agreed-to Severity Level protocol.	 	 ü
	 	 ü
	 	 ü
	 		 		 		 		 		 	
	11.5.6	 	Review Severity Level assignment and confirm agreement or provide corrected Severity Level and justification.	 		 		 		 		 		 		 	 ü
	 	 ü
	 	 ü

	11.5.7	 	Investigation and diagnosis the cause of the Incident	 	 ü
	 	 ü
	 	 ü
	 		 		 		 		 		 	
	11.5.8	 	Resolve the incident and recover the system so that ongoing business operations can proceed.	 	 ü
	 	 ü
	 	 ü
	 		 		 		 		 		 	
	11.5.9	 	Close the Incident.	 	 ü
	 	 ü
	 	 ü
	 		 		 		 		 		 	

  

			
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	 	 Supplier

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	 	 LS&Co.

	11.5.10	 	Determine if an Incident requires long term Problem resolution and identify as a Problem within Supplier ticketing system.	 	 ü
	 	 ü
	 	 ü
	 		 		 		 		 		 	
	11.5.11	 	Perform root cause analysis for all identified Problems and recommend corrective action.	 	 ü
	 	 ü
	 	 ü
	 		 		 		 		 		 	
	11.5.12	 	Implement corrective action and close the ticket.	 	 ü
	 	 ü
	 	 ü
	 		 		 		 		 		 	

  

	12.	HR LANGUAGE SUPPORT. 

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

					
	 	  	 Languages Supported
	  	 
	 LSA
	  	 LSE
	  	 AMA

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

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

  

			
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MASTER SERVICES AGREEMENT* 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 2 

DESCRIPTION OF SERVICES 

ATTACHMENT 2.2 

DESCRIPTION OF SERVICES – FINANCE SERVICES 

 

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

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 TABLE OF CONTENTS 

 

							
	 1.
		 INTRODUCTION
		 	1	  
	 2.
		 ACCOUNTS PAYABLES (AP)
		 	1	  
	 3.
		 TRAVEL & EXPENSE (T&E) PROCESSING
		 	16	  
	 3.1 SPLIT OF RESPONSIBILITY
		 	16	  
	 4.
		 PAYROLL
		 	19	  
	 5.
		 ACCOUNTS RECEIVABLES
		 	37	  
	 5.1 SPLIT OF RESPONSIBILITY
		 	37	  
	 6.
		 GENERAL ACCOUNTING
		 	51	  
	 6.1 SPLIT OF RESPONSIBILITY
		 	51	  
	 7.
		 INVENTORY ACCOUNTING
		 	62	  
	 7.1 SPLIT OF RESPONSIBILITY
		 	62	  
	 8.
		 TREASURY TRANSACTIONS
		 	63	  
	 8.1 SPLIT OF RESPONSIBILITY
		 	63	  
	 9.
		 INTERNAL REPORTING
		 	63	  
	 9.1 SPLIT OF RESPONSIBILITY
		 	63	  
	 10.
		 INDIRECT PROCUREMENT ENABLEMENT
		 	64	  
	 10.1 SPLIT OF RESPONSIBILITY
		 	64	  
	 11.
		 TECHNOLOGY & MASTER DATA MANAGEMENT
		 	69	  
	 11.1 SPLIT OF RESPONSIBILITY
		 	69	  
	 12.
		 OTHERS
		 	72	  
	 12.1 CONTROLS
		 	72	  
	 12.2 ESCHEATMENT PROCESS (APPLICABLE FOR LSUS ONLY)
		 	73	  
	 13.
		 LANGUAGE
		 	74	  

  
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	1.	INTRODUCTION 

 Purpose: This Exhibit describes the Services to be performed for
LS&Co. by Supplier pursuant to the Agreement. 
 References: References to an Attachment, Appendix, Section or Article shall be to such
Attachment or Appendix to, or Section or Article of, this Exhibit unless otherwise provided. A reference to Exhibit includes a reference to the Attachments and Appendices attached hereto. 

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

	 	•	 	Accounts Payables (AP) 

  

	 	•	 	Travel & Expense (T&E) 

  

	 	•	 	Payroll 

  

	 	•	 	Accounts Receivables (AR) 

  

	 	•	 	General Accounting (GA) 

  

	 	•	 	Inventory Accounting 

  

	 	•	 	Treasury Transactions 

  

	 	•	 	Internal Reporting 

  

	 	•	 	Procurement Enablement 

  

	 	•	 	Technology & Master Data Management (MDM) 

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

 

	2.	ACCOUNTS PAYABLES (AP) 

 Supplier will be responsible for performing the Accounts Payable
Process. The “Accounts Payable” Process consists of a comprehensive set of integrated functions and 

  

									
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EXECUTION VERSION 
  

 
responsibilities that constitute, support or relate to the recording, verification, processing and payment of invoices for goods, commodities, consumables and/or services procured in connection
with LS&Co.’s business, including the Supplier Principal Activities set forth in the following table. LS&Co. will support Supplier’s performance of the Accounts Payable Process by performing the LS&Co. Principal Activities set
forth in the following table. 
 2.1 Split of Responsibility 

 

															
	 #
	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

	 	 	 	 	 LSA
	 	 LSE
	 	 AMA
	 	 LSA
	 	 LSE
	 	 AMA

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

Scanning solution

								
		 	Manage inbound physical documents per agreed Mailroom & Scanning solution	 		 		 		 	X	 	X	 	X
								
		 	Existing LS&Co. digitization, print & archival partners like Basware, EDMS, Tessi, Iron Mountain, Bank of America, etc. to continue with their scope of work (explore managed services model with	 	X	 	X	 	X	 		 		 	

  

									
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	 #
	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	Supplier taking over these 3rd party contracts sometime in future)	 		 		 		 		 		 	
								
		 	Receive, sort, and prepare Accounts Payables (AP) documents for scanning	 		 		 		 	X	 	X	 	X
								
		 	Scan in-scope Accounts Payables documents and submit for processing to workflow	 		 		 		 	X	 	X	 	X
								
		 	Scan AP documents identified to be in-scope for LS&Co. scanning responsibility (for instance, LS&Co. may need to scan documents for countries with low volumes making consolidation into a central scanning solution
economically & from a process efficiency standpoint less optimal)	 	X	 	X	 	X	 		 		 	
								
		 	Resolve scan exceptions as necessary for the Supplier in-scope documents	 		 		 		 	X	 	X	 	X
								
		 	LS&Co. including its other 3rd parties responsible for document handling to resolve scan exceptions for their responsibility areas	 	X	 	X	 	X	 		 		 	
								
		 	Submit scanned in-scope Accounts Payables documents to workflow (ReadSoft, Base)))TM, etc. as the case may be) for processing	 		 		 		 	X	 	X	 	X
								
		 	Reject inadequate invoices and return to critical vendors per approval from LS&Co	 		 		 		 		 		 	
								
		 	(mostly electronic invoice return, in certain exceptions where electronic communication details are not available, physical copies may need to be returned	 	X	 	X	 	X	 		 		 	

  

									
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	 #
	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	as part of Mailroom & Scanning function- To be finalized)	 		 		 		 		 		 	
		 	Reject inadequate invoices and return to non-critical vendors as per desktop procedures (mostly electronic invoice return, in certain exceptions where electronic communication details are not available, physical copies may need to
be returned as part of Mailroom & Scanning function- To be finalized)	 		 		 		 	X	 	X	 	X
								
		 	Physical archival of documents to be done by LS&Co. and/or its other 3rd party service providers like Iron Mountain per LS&Co. policies & procedures	 	X	 	X	 	X	 		 		 	
								
		 	Electronic Archival & Retrieval of in-scope documents for Supplier processing using LS&Co. archival systems & procedures	 		 		 		 	X	 	X	 	X
								
		 	Return physical documents to LS&Co. and/or its physical archival partners post scanning	 		 		 		 	X	 	X	 	X
								
		 	Process Purchase Order (PO) Invoices	 		 		 		 		 		 	
								
		 	Classify invoices by name/type/complexity and assign to staff for processing	 		 		 		 	X	 	X	 	X
								
		 	Enter invoice and validate against PO and receipt (3 way match)	 		 		 		 	X	 	X	 	X
								
		 	Communicate unresolved invoice exceptions to business users through the workflow tool (Base))) or ReadSoft as the case may be) or emails for additional	 		 		 		 	X	 	X	 	X

  

									
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	 #
	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	inputs/resolution as needed (e.g. price differences, etc.)	 		 		 		 		 		 	
								
		 	Ensure that information required to meet regional regulatory and tax requirements (e.g., VAT, freight, sales taxes) exists on the invoice. If this information is not available (error identified), resolve exception around regional
regulatory and tax requirements as needed.	 		 		 		 	X	 	X	 	X
								
		 	Validate payment methods (EFT), create payment requests and verify approvals for payment processing	 		 		 		 	X	 	X	 	X
								
		 	Resolve exceptions (i.e. quantity differences, etc.) and/or refer to LS&Co. for resolution per agreed desktop procedures	 		 		 		 	X	 	X	 	X
								
		 	Resolve exceptions referred to LS&Co. by Supplier	 	X	 	X	 	X	 		 		 	
								
		 	Process Non-PO Invoices	 		 		 		 		 		 	
								
		 	Request approval/coding per agreed procedures	 		 		 		 	X	 	X	 	X
								
		 	Provide coding/approvals for non-PO invoices	 	X	 	X	 	X	 		 		 	
								
		 	Resolve exceptions (if any) with business units/buyer, escalate if required	 		 		 		 	X	 	X	 	X
								
		 	Resolve any escalated exceptions identified	 	X	 	X	 	X	 		 		 	
								
		 	Communicate unresolved invoice	 		 		 		 	X	 	X	 	X

  

									
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	 #
	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

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

 
 (AMA currently does not apply manual hold, however in future manual hold may be followed
as standard process across all regions)
	 		 		 		 	X	 	X	 	X
		 	Approve manual hold / release on invoices	 	X	 	X	 	X	 		 		 	
								
		 	Release manual hold/block on invoices based on approval / direction from the retained Finance team	 		 		 		 	X	 	X	 	X
								
		 	Release system blocks on invoices within threshold limits & agreed desktop procedures	 		 		 		 	X	 	X	 	X

  

									
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EXECUTION VERSION 
  

															
	 #
	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	Review/approve system hold release where required	 	X	 	X	 	X	 		 		 	
								
		 	Process Credit Memos	 		 		 		 		 		 	
								
		 	Receive (electronic copy), review and validate credit memos for completeness	 		 		 		 	X	 	X	 	X
								
		 	Resolve exceptions (if any) with business units/vendors for additional inputs or resolution as needed (e.g. request approval if credits needs to be adjusted against future payments)	 		 		 		 	X	 	X	 	X
								
		 	Identify invoices to offset the credit memo	 		 		 		 	X	 	X	 	X
								
		 	Process credit memos in the system	 		 		 		 	X	 	X	 	X
								
		 	Rents, Leases and Utility (RLU) Invoices	 		 		 		 		 		 	
								
		 	 Process the invoice per agreed procedures (non-PO or PO as the case may be)

 
 Upload utility invoice files from Ecova into SAP in case of LS US
	 		 		 		 	X	 	X	 	X
		 	Enter, set up or modify and gain approval for recurring payments	 		 		 		 	X	 	X	 	X
								
		 	Review and approval of recurring payments setup	 	X	 	X	 	X	 		 		 	
								
		 	Follow up on RLU invoices not received which are due for payment	 		 		 		 	X	 	X	 	X
								
		 	Tax- VAT/Intrastat Processing & Reporting	 		 		 		 		 		 	

  

									
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EXECUTION VERSION 
  

															
	 #
	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	VAT Reporting	 		 	 X

(E&Y)
	 	X (Affiliates)	 	 X

(Canada & Mexico only)
	 		 	
								
		 	1099 Statutory Tax Reporting	 		 		 		 	X	 		 	
								
		 	Provide updates to Tax regime	 	X	 	X	 	X	 		 		 	
								
		 	Tax processing per decision matrix and desktop instructions	 		 		 		 	X	 	X	 	X
								
		 	LS&Co. to provide decision matrix for correct taxes application	 	X	 	X	 	X	 		 		 	
								
		 	Process Trade Card Invoice	 		 		 		 		 		 	
								
		 	Monitor 3 way matching in Trade Card system and resolve match exceptions (including liaison with Nexus & business partners) and interface exceptions (PO, Goods Receipt and Invoice issues)	 		 		 		 	X	 	X	 	X
								
		 	Resolve escalated exceptions raised by Supplier for LS&Co.’s consideration per agreed procedures	 	X	 	X	 	X	 		 		 	
								
		 	Process and post Trade Card Invoice	 		 		 		 	X	 	X	 	X
								
		 	Reconcile upload from Trade Card to SAP (Ensure completeness of invoices transferred to SAP system & Raise production support ticket for any missing invoices in SAP)	 		 		 		 	X	 	X	 	X

  

									
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EXECUTION VERSION 
  

															
	 #
	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	Receive, research and address incoming invoice, credit memo, and AP helpdesk request escalations or exceptions per standardized approval matrix	 	X	 	X	 	X	 		 		 	
								
		 	Payments	 		 		 		 		 		 	
								
		 	Process Electronic Payment	 		 		 		 		 		 	
								
		 	Develop scheduled payment proposals to be sent to bank/banking gateway	 		 		 		 	X	 	X	 	X
								
		 	Perform pre-file validations for the validation files (e.g. run reports on pre-file register, validate payments, bank account validation, currency, invoice amount)	 		 		 		 	X	 	X	 	X
								
		 	Review that eligible and earned discounts are taken when favorable to LS&Co. based on information provided by LS&Co. regarding discounts	 		 		 		 	X	 	X	 	X
								
		 	Transfer payment files to bank	 		 		 		 	X	 	X	 	X
								
		 	Generate remittance advices (upon request) and issue electronically	 		 		 		 	X	 	X	 	X
								
		 	Approve payment files prior to release	 		 		 		 	X	 	X	 	X
								
		 	Generate exception reports to support post processing audit	 		 		 		 	X	 	X	 	X
								
		 	Address banking errors or exceptions in payment processing; escalate unresolved errors to LS&Co. as needed	 		 		 		 	X	 	X	 	X
								
		 	Route banking error related information to Vendor Data Master group	 		 		 		 	X	 	X	 	X

  

									
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EXECUTION VERSION 
  

															
	 #
	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	Address escalated banking errors and payment processing exceptions	 	X	 	X	 	X	 		 		 	
								
		 	Perform post-processing audit periodically	 	X	 	X	 	X	 		 		 	
								
		 	Create and Release Manual Payments	 		 		 		 		 		 	
								
		 	Request manual payments per agreed procedures	 	X	 	X	 	X	 		 		 	
								
		 	Verify approvals and completeness of the request and process in the system	 		 		 		 	X	 	X	 	X
								
		 	Clear suspense account bookings for VAT GTC	 		 		 		 		 	X	 	X
								
		 	Create and Release Down Payments	 		 		 		 		 		 	
								
		 	Request down payments per agreed procedures	 	X	 	X	 	X	 		 		 	
								
		 	Verify approvals and completeness of the request and process in the system	 		 		 		 	X	 	X	 	X
								
		 	Clear down payment account	 		 		 		 	X	 	X	 	X
								
		 	Create and Release Wire / EFT Payments	 		 		 		 		 		 	
								
		 	Prepare documentation for foreign currency wire / EFT and non-repetitive wire / EFT to facilitate wiring of funds	 		 		 		 	X	 	X	 	X
								
		 	Generate exception reports to support post processing audit	 		 		 		 	X	 	X	 	X
								
		 	Address banking errors (simple/complex) or exceptions in payment processing or escalate as necessary	 		 		 		 	X	 	X	 	X

  

									
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EXECUTION VERSION 
  

															
	 #
	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	Resolve escalated banking errors in payment processing	 	X	 	X	 	X	 		 		 	
								
		 	Respond to request to reverse or void payments (Wire, EFT, Check), address returned, NSF or destroyed checks	 		 		 		 	X	 	X	 	X
								
		 	Returned Payments	 		 		 		 		 		 	
								
		 	Review bank statement from bank and post unprocessed/returned payments, direct debits & other incoming (non-customer) payments to AP suspense account in SAP	 		 		 		 	X	 	X	 	X
								
		 	Void payments, contact vendor to check data, update any changes and return to payment process	 		 		 		 	X	 	X	 	X
								
		 	For returned/not-void items, clear returned payment, issue credit memo, and clear document against suspense account	 		 		 		 	X	 	X	 	X
								
		 	For direct debits & other incoming (non-customer) payments, process the item in ERP system and clear document against suspense account	 		 		 		 	X	 	X	 	X
								
		 	Payroll Related Payments (Accounting)	 		 		 		 		 		 	
								
		 	AP processes payroll, garnishment checks or issues social benefit payment per GL template from the Payroll team	 		 		 		 	X	 	X	 	X
								
		 	AP processes payroll tax checks / issues payment	 		 		 		 	X	 	X	 	X
								
		 	Payroll related ledger updates to SAP	 		 		 		 	X	 	X	 	X

  

									
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EXECUTION VERSION 
  

															
	 #
	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	AP helpdesk	 		 		 		 		 		 	
								
		 	Monitor 3 way matching in Trade Card system and resolve match exceptions and interface exceptions (PO, Goods Receipt and Invoices issues)	 		 		 		 	X	 	X	 	X
								
		 	Resolve escalated exceptions	 	X	 	X	 	X	 		 		 	
								
		 	Liaise with business users and Nexus Contact on Exceptions	 		 		 		 	X	 	X	 	X
								
		 	Support AP helpdesk Requests	 		 		 		 		 		 	
								
		 	Receive and resolve AP helpdesk requests	 		 		 		 	X	 	X	 	X
								
		 	Resolve AP helpdesk escalations	 	X	 	X	 	X	 		 		 	
								
		 	 Generate AP helpdesk statistics and reports as required
  

(understand currently volumes & other helpdesk statistics are not tracked, exact requirements to be determined and mutually agreed during Transition
Analysis along with other process Reporting requirements)
	 		 		 		 	X	 	X	 	X
		 	Vendor Account Statements	 		 		 		 		 		 	
								
		 	Review all vendor statements and identify past due invoices (aging based on regional criteria)	 		 		 		 	X	 	X	 	X
								
		 	Communicate aged credits on vendor statements if resolution cannot be determined	 		 		 		 	X	 	X	 	X
								
		 	Contact the vendor and request past due	 		 		 		 	X	 	X	 	X

  

									
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EXECUTION VERSION 
  

															
	 #
	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	invoices as needed	 		 		 		 		 		 	
								
		 	Provide proof of payments to vendors, tax authorities or internal customers	 		 		 		 	X	 	X	 	X
								
		 	Create adjustment memos where appropriate	 		 		 		 	X	 	X	 	X
								
		 	Reconcile bank activity for all payment types (EFT, Wire, Check) and resolve any discrepancies	 		 		 		 	X	 	X	 	X
								
		 	Supplier supervisor to review & approve completed reconciliations	 		 		 		 	X	 	X	 	X
								
		 	Periodic review of vendor statements/reconciliations	 	X	 	X	 	X	 		 		 	
								
		 	Monthly/Quarter/Year End Activities	 		 		 		 		 		 	
								
		 	Respond to data extract request (ad hoc/exception reporting)	 		 		 		 	X	 	X	 	X
								
		 	Provide documentation necessary to support month end accruals	 		 		 		 	X	 	X	 	X
								
		 	Create month end accrual files	 		 		 		 	X	 	X	 	X
								
		 	Review, validate and finalize accruals	 	X	 	X	 	X	 		 		 	
								
		 	Process accruals for any items that have been received but not processed, T&E accruals, utility accruals, p-card accruals, or non-system based AP	 		 		 		 	X	 	X	 	X
								
		 	Book necessary month end entries	 		 		 		 	X	 	X	 	X
								
		 	Prepare reporting packages (i.e. Top 10 vendors by spend, Days Payables Outstanding, or Payments past 90 days)	 		 		 		 	X	 	X	 	X

  

									
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EXECUTION VERSION 
  

															
	 #
	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	Contact vendors via email and request open item statement to close out periods	 		 		 		 	X	 	X	 	X
								
		 	Accounts Payable sub-ledger close and reconciliation	 		 		 		 	X	 	X	 	X
								
		 	 Leverage LS&Co. in-built system controls & procedures to prevent duplicate payments

 
 (Evaluate additional duplicate check controls that Supplier can bring in where
Base)))TM is not deployed as [****]*. Another 3rd party in US does historical duplicate payment analysis and recovery for LS US & LSE only)
	 		 		 		 	X	 	X	 	X
		 	Conduct monthly review to detect any payment duplications or invoice inaccuracies	 		 		 		 	X	 	X	 	X
								
		 	Review AP Aging Reports monthly to identify outstanding/open invoices or vendors with debit balances	 		 		 		 	X	 	X	 	X
								
		 	Extract Data and Produce Management Reports	 		 		 		 		 		 	
								
		 	Execute BU ad hoc data extraction requests	 		 		 		 	X	 	X	 	X
								
		 	Run scheduled AP metric reports and scorecards	 		 		 		 	X	 	X	 	X
								
		 	Create AP related ad hoc reports as needed	 		 		 		 	X	 	X	 	X

  

									
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EXECUTION VERSION 
  

															
	 #
	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	Review and approve scheduled/ad hoc reports before publishing to stakeholders	 	X	 	X	 	X	 		 		 	
								
		 	GRIR Reconciliations	 		 		 		 		 		 	
								
		 	Run GRIR report from SAP/other underlying ERP system (s)	 		 		 		 	X	 	X	 	X
								
		 	Analyze GRIR report, vendor statements, etc.	 		 		 		 	X	 	X	 	X
								
		 	Take appropriate action i.e. request for Invoice Copies, liaise with the supply chain for clarifications, follow up with vendors for Goods delivery status, etc.	 		 		 		 	X	 	X	 	X
								
		 	Assign reason codes for maintenance for reporting purposes	 		 		 		 	X	 	X	 	X
								
		 	Generate quarterly report for aging of balances & maintenance by reason codes	 		 		 		 	X	 	X	 	X
								
		 	Quarterly review by LS&Co	 	X	 	X	 	X	 		 		 	
								
		 	VCOM (Trade Vendor Compliance)	 		 		 		 		 		 	
								
		 	Download and prepare shipment data ready for VCOM from Dashboards	 		 		 		 	X	 	X	 	X
								
		 	Raise VCOM request to notify chargeback	 		 		 		 	X	 	X	 	X
								
		 	Approve VCOM request	 	X	 	X	 	X	 		 		 	
								
		 	Resolve or escalate issues arising from VCOM request	 		 		 		 	X	 	X	 	X
								
		 	Solve escalated issues	 	X	 	X	 	X	 		 		 	
								
		 	Debit Memo for Quality Audit(QA), Term of Engagement (TOE) and	 		 		 		 		 		 	

  

									
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 15

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EXECUTION VERSION 
  

															
	 #
	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	Technical Services (TS) fees (applicable for AMA* only)	 		 		 		 		 		 	
								
		 	Advise list of vendors, charges and frequency of billing that is entitled QA, TOE or TS fees (done by SSM)	 		 		 	X	 		 		 	
								
		 	Raise Debit Memo in SAP per advise	 		 		 		 		 		 	X
								
		 	Follow up with vendors to collect the fees, working with SSM team as required	 		 		 		 		 		 	X
								
		 	Process the collected fees in SAP	 		 		 		 		 		 	X
								
		 	Work with GL team to reclassify fees charge to the correct taxed entity	 		 		 		 		 		 	X

  

	3.	TRAVEL & EXPENSE (T&E) PROCESSING 

 3.1 SPLIT OF RESPONSIBILITY 

 

															
	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

	 	 	 	 	 LSA
	 	 LSE
	 	 AMA
	 	 LSA
	 	 LSE
	 	 AMA

								
		 	Define and Communicate Policy	 		 		 		 		 		 	
								
		 	Create establish, maintain, and communicate any new changes to policies, procedures, approval limits and guidelines for T&E. Act as a liaison with Corporate and respond to any requests	 	X	 	X	 	X	 		 		 	
								
		 	Provide local legal/statutory inputs for T&E policies and procedures	 	X	 	X	 	X	 		 		 	
								
		 	Determine and maintain audit rules, including sample percents, business-coded controls, and random sampling	 	X	 	X	 	X	 		 		 	

  

									
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 16

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	methodology	 		 		 		 		 		 	
								
		 	Communicate existing expense reimbursement policies and approval limits; respond to user queries; escalate policy questions to Retained organization as needed	 		 		 		 	X	 	X	 	X
								
		 	Training Supplier on new systems, new or major process changes and related process documentation	 	X	 	X	 	X	 		 		 	
								
		 	Updates to existing process documentation	 		 		 		 	X	 	X	 	X
								
		 	Training LS&Co. employees/vendors/customers on existing processes	 		 		 		 	X	 	X	 	X
								
		 	Process Expense Receipts	 		 		 		 		 		 	
								
		 	Acknowledge physical receipt of expense receipts in Concur for compliance	 		 	X	 	X	 		 		 	
								
		 	Electronically attach receipts in Concur (employees)	 	X	 	X	 	X	 		 		 	
								
		 	Submit non-concur expense claims (employees)	 	X	 	X	 	X	 		 		 	
								
		 	Scan and upload/email expense claim form & receipts for processing	 	X	 	X	 	X	 		 		 	
								
		 	Audit agreed % of expense statements	 		 		 		 	X	 	X	 	X
								
		 	Process T&E payments for submitted expense receipts	 		 		 		 	X	 	X	 	X
								
		 	Roll out Concur & Cards to more countries	 	X	 	X	 	X	 		 		 	
								
		 	Cutover planning for Concur	 	X	 	X	 	X	 		 		 	

  

									
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 17

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	Co-ordination with LS&Co. for concur & card rollout program	 		 		 		 	X	 	X	 	X
								
		 	Unpaid Expense Report Monitoring	 		 		 		 		 		 	
								
		 	Monitor unpaid expense claims	 		 		 		 	X	 	X	 	X
								
		 	Handle unpaid claims through multiple level of escalations using workflow tool	 		 		 		 	X	 	X	 	X
								
		 	T&E Support	 		 		 		 		 		 	
								
		 	Respond to incoming inquiries related to T&E policy	 		 		 		 	X	 	X	 	X
								
		 	Escalate inquiries to Retained organization for resolution as needed	 		 		 		 	X	 	X	 	X
								
		 	Resolve escalated inquiries and service requests as needed	 	X	 	X	 	X	 		 		 	
								
		 	Audit employee claims against company policy	 		 		 		 	X	 	X	 	X
								
		 	Review policy non-compliance and determine corrective action as needed	 	X	 	X	 	X	 		 		 	
								
		 	Provide ongoing T&E compliance reports and analytics per agreed procedures	 		 		 		 	X	 	X	 	X
								
		 	Electronic archival of expense statements & receipts per agreed procedures using LS&Co. tools	 		 		 		 	X	 	X	 	X
								
		 	Physical archival of expense statements & receipts	 	X	 	X	 	X	 		 		 	
								
		 	Corporate Card Support	 		 		 		 		 		 	
								
		 	Audit personnel compliance for employee	 		 		 		 	X	 	X	 	X

  

									
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 18

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	corporate card usage	 		 		 		 		 		 	
								
		 	Administer new employee corporate cards	 	X	 	X	 	X	 		 		 	
								
		 	Administer existing Corporate Card accounts	 	X	 	X	 	X	 		 		 	
								
		 	Access HR report for all employee changes requiring changes to Corporate Card records	 	X	 	X	 	X	 		 		 	
								
		 	Process any changes to bank details, department, termination through Vendor Data Master group	 	X	 	X	 	X	 		 		 	
								
		 	Address banking errors/exceptions in payment processing, escalate as necessary to LS&Co	 		 		 		 	X	 	X	 	X

  

	4.	PAYROLL 

  

															
	 	 	 Process Steps
	 	 LS&Co.
	 	 Supplier

	 	 	 	 	 LSA
	 	 LSE
	 	 AMA
	 	 LSA
	 	 LSE
	 	 AMA

		 	System and Application Services and Maintenance	 		 		 		 		 		 	
								
		 	Host, manage, support and maintain the Systems	 	X	 	X	 	X	 		 		 	
								
		 	Applying support packs (containing statutory updates and program corrections) to the system	 	X	 	X	 	X	 		 		 	
								
		 	Support the application and database hardware	 	X	 	X	 	X	 		 		 	

  

									
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 19

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Process Steps
	 	 LS&Co.
	 	 Supplier

		 	Maintaining testing/training environment with segregation and security of client data	 	X	 	X	 	X	 		 		 	
								
		 	Support and maintain Vendor controlled hardware to facilitate communications from Vendor via client’s network connection link	 	X	 	X	 	X	 		 		 	
								
		 	Provide application backup recovery and offsite storage services	 	X	 	X	 	X	 		 		 	
								
		 	Maintain and test disaster recovery facility and procedures	 	X	 	X	 	X	 		 		 	
								
		 	Applying application maintenance releases or upgrades	 	X	 	X	 	X	 		 		 	
								
		 	Build integration with multiple systems, HR, Time and Attendance, and finance systems	 	X	 	X	 	X	 		 		 	
								
		 	Approve/signoff on 9.0 integrations	 	X	 	X	 	X	 		 		 	
								
		 	Take all reasonable measures to restore service to if outages to the System occur. Update client with details of the cause of the disruption and an estimated time remaining until resumption of normal service.	 	X	 	X	 	X	 		 		 	
								
		 	Schedule and notify client of system downtime	 	X	 	X	 	X	 		 		 	
								
		 	Maintain the appropriate management control procedures for effective management of:	 	X	 	X	 	X	 		 		 	
								
		 	 •    Environment availability,
	 	X	 	X	 	X	 		 		 	

  

									
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 20

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Process Steps
	 	 LS&Co.
	 	 Supplier

		 	 •    Change to hardware and software, and
	 	X	 	X	 	X	 		 		 	
								
		 	Problem Identification and resolution within vendor’s responsibilities	 	X	 	X	 	X	 		 		 	
								
		 	Selecting and procuring bandwidth for maximum processing demands	 	X	 	X	 	X	 		 		 	
								
		 	Pay all installation, use, service and repair charges for the communication lines to connect to Vendor facilities	 	X	 	X	 	X	 		 		 	
								
		 	Maintain segregation between testing and production environments	 	X	 	X	 	X	 		 		 	
								
		 	Maintain appropriate procedures for the segmentation and security of client data (i.e. client data is segmented on the System so that it cannot be viewed by other clients)	 	X	 	X	 	X	 		 		 	
								
		 	Monitor, analyze and manage the capacity and performance of the Vendor application and database server hardware	 	X	 	X	 	X	 		 		 	
								
		 	Immediately notify Vendor of faults or errors discovered in the System or in the provision of services (including failure of the System to perform in accordance with the specifications of the Agreement) and provide Vendor with
documented examples of such fault or error	 	X	 	X	 	X	 		 		 	
								
		 	Take commercially reasonable measures to rectify faults or errors	 	X	 	X	 	X	 		 		 	

  

									
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 21

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Process Steps
	 	 LS&Co.
	 	 Supplier

		 	impacting the performance of Vendor controlled technical infrastructure in accordance with the Agreement	 		 		 		 		 		 	
								
		 	Manage an issue log	 		 		 		 	X	 	X	 	X
								
		 	Maintain and regularly review procedures for the implementation of application software including patches and upgrades	 	X	 	X	 	X	 		 		 	
								
		 	Notify clients of major version upgrades; schedule implementations of such upgrades, having regard to the scope of changes and business impacts	 	X	 	X	 	X	 		 		 	
								
		 	Provide guidance on specific areas to test when version upgrades are applied	 	X	 	X	 	X	 		 		 	
								
		 	Provide support services	 	X	 	X	 	X	 		 		 	
								
		 	Undertake unit testing of changes (if required). Develop, complete and validate testing scenarios when upgrades are applied.	 	X	 	X	 	X	 		 		 	
								
		 	Undertake testing of changes (e.g. acceptance testing, etc.) if required; develop, complete, and validate testing scenarios when upgrades are applied	 	X	 	X	 	X	 		 		 	
								
		 	System configuration changes required by client	 	X	 	X	 	X	 		 		 	

  

									
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 22

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Process Steps
	 	 LS&Co.
	 	 Supplier

		 	Approve/signoff 29.0 system configuration changes	 	X	 	X	 	X	 		 		 	
								
		 	Report relevant technical failures	 		 		 		 	X	 	X	 	X
								
		 	Conduct all necessary system checks (including virus checks) associated with any exchange of data and the use of the system to prevent the transfer of viruses.	 	X	 	X	 	X	 		 		 	
								
		 	Responsible for any System or software error resulting from misuse of the System	 	X	 	X	 	X	 		 		 	
								
		 	Define and approve LS&Co. users	 	X	 	X	 	X	 		 		 	
								
		 	Define Supplier Users	 	X	 	X	 	X	 		 		 	
								
		 	Confirm that client representatives comply with any applicable terms	 	X	 	X	 	X	 		 		 	
								
		 	Manage and maintain all password/ID setups as well as changes	 	X	 	X	 	X	 		 		 	
								
		 	Build & maintain any required benefit calculations (i.e., retirement plans.)	 	X	 	X	 	X	 		 		 	
								
		 	Data Management	 		 		 		 		 		 	
								
		 	Provide standard specifications or templates for all agreed inputs, for example HR interfaces	 	X	 	X	 	X	 		 		 	
								
		 	Upload the data to payroll application where interfaces are not available (including employee	 		 		 		 	X	 	X	 	X

  

									
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 23

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Process Steps
	 	 LS&Co.
	 	 Supplier

		 	demographic data)	 		 		 		 		 		 	
								
		 	Provide updated templates to client as the System changes require	 		 		 		 	X	 	X	 	X
								
		 	Handle all data in accordance with the applicable local Vendor privacy policy and other audit requirements	 		 		 		 	X	 	X	 	X
								
		 	Validate and input residual data not received via HR interface or by ESS	 		 		 		 	X	 	X	 	X
								
		 	Upload HR interface file	 		 		 		 	X	 	X	 	X
								
		 	Check updated master file data changes against source data	 		 		 		 	X	 	X	 	X
								
		 	Manage upload of additional data into payroll application	 		 		 		 	X	 	X	 	X
								
		 	Retain electronic copy of all data uploaded for the processing period	 		 		 		 	X	 	X	 	X
								
		 	Provide file format specifications to assist client to build interface from existing client HR system	 		 		 		 	X	 	X	 	X
								
		 	Log any issues in relation to HR data load (if applicable)	 		 		 		 	X	 	X	 	X
								
		 	Notify relevant governmental authority of employee changes	 		 		 		 	X	 	X	 	X
								
		 	Manage notification of System errors to 3rd parties or LS&Co. in a timely manner	 		 		 		 	X	 	X	 	X
								
		 	Obtain the consent of any party whose personal data or funds are affected by the terms of the	 		 		 		 		 		 	

  

									
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 24

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Process Steps
	 	 LS&Co.
	 	 Supplier

		 	Agreement to enable both Vendor and client to perform their respective obligations.	 		 		 		 		 		 	
								
		 	Input new employee information and employee master file changes electronically and in accordance with the Payroll Schedule	 		 		 		 	X	 	X	 	X
								
		 	Confirm all data is complete	 		 		 		 	X	 	X	 	X
								
		 	Maintain earnings and deductions	 		 		 		 	X	 	X	 	X
								
		 	Maintain pay calendar	 		 		 		 	X	 	X	 	X
								
		 	Maintain accrual rules	 		 		 		 	X	 	X	 	X
								
		 	Maintain tax rules	 		 		 		 	X	 	X	 	X
								
		 	Maintain garnishment rules	 		 		 		 	X	 	X	 	X
								
		 	Enter/Update pay distribution preference	 		 		 		 	X	 	X	 	X
								
		 	Enter/Update advice/stub viewing preference	 		 		 		 	X	 	X	 	X
								
		 	Enter/Update direct deposit information	 		 		 		 	X	 	X	 	X
								
		 	Enter/Update regulatory tax information in the system	 		 		 		 	X	 	X	 	X
								
		 	Enter/Update state employee tax elections	 		 		 		 	X	 	X	 	X
								
		 	Enter/Update local employee Tax elections	 		 		 		 	X	 	X	 	X
								
		 	Enter/Update voluntary deductions	 		 		 		 	X	 	X	 	X

  

									
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 25

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Process Steps
	 	 LS&Co.
	 	 Supplier

		 	Provide system access to on-line advice/stub system.	 		 		 		 	X	 	X	 	X
								
		 	Provide systems access to on-line Wage & Tax Statements system	 		 		 		 	X	 	X	 	X
								
		 	Provide systems access to on-line Wage & Tax statement corrections system.	 		 		 		 	X	 	X	 	X
								
		 	Enter/Update garnishments	 		 		 		 	X	 	X	 	X
								
		 	Maintain employee deductions related to benefits	 		 		 		 	X	 	X	 	X
								
		 	Payroll Time Data Inputs	 		 		 		 		 		 	
								
		 	Upload time data file from TimeSaver and Kronos. (and equivalent systems/processes from each country)	 		 		 		 	X	 	X	 	X
								
		 	Check updated time data changes against source data.	 		 		 		 	X	 	X	 	X
								
		 	Maintain softcopy of upload information on file for the processing period.	 		 		 		 	X	 	X	 	X
								
		 	Log any issues in relation to time data load (if applicable).	 		 		 		 	X	 	X	 	X
								
		 	Enter positive time and exceptions	 		 		 		 	X	 	X	 	X
								
		 	Review and approve time	 	X	 	X	 	X	 		 		 	
								
		 	Process T&A	 		 		 		 	X	 	X	 	X
								
		 	Review and resolve warnings and errors (including missing approvals)	 		 		 		 	X	 	X	 	X

  

									
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 26

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Process Steps
	 	 LS&Co.
	 	 Supplier

		 	Enter adjustments	 		 		 		 	X	 	X	 	X
								
		 	Process T&A iteratively until clean	 		 		 		 	X	 	X	 	X
								
		 	Submit error free (from Kronos or other T&A rules) T&A file to payroll and Identify errors	 		 		 		 	X	 	X	 	X
								
		 	Send errors to managers/time keeper to correct	 		 		 		 	X	 	X	 	X
								
		 	Receive Corrected data from T&A systems and reprocess file	 		 		 		 	X	 	X	 	X
								
		 	Reprocess 13.0 corrected T&A file	 		 		 		 	X	 	X	 	X
								
		 	Maintain Time and Attendance system including employee access and password resets	 		 		 		 	X	 	X	 	X
								
		 	Employee Self Service / Manager Self Service	 		 		 		 		 		 	
								
		 	Enter overtime, meal allowances and standby allowances if agreed between the parties	 		 		 		 	X	 	X	 	X
								
		 	Enter leave application data if agreed between the parties	 		 		 		 	X	 	X	 	X
								
		 	Update Bank details if agreed between the parties.	 		 		 		 	X	 	X	 	X
								
		 	Provide training and support for users of ESS and/or MSS as applicable	 		 		 		 	X	 	X	 	X
								
		 	Authorize self-service transactions	 		 		 		 	X	 	X	 	X

  

									
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 27

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Process Steps
	 	 LS&Co.
	 	 Supplier

		 	Pre-Payroll Processing	 		 		 		 		 		 	
								
		 	Confirm timely funding of accounts for dispersal of employee payroll through agreed upon bank	 		 		 		 	X	 	X	 	X
								
		 	Create, maintain and distribute Payroll Schedule for each country on a calendar year basis	 		 		 		 	X	 	X	 	X
								
		 	Approve payroll schedule	 	X	 	X	 	X	 		 		 	
								
		 	Load pay variation data	 		 		 		 	X	 	X	 	X
								
		 	Verify data loads	 		 		 		 	X	 	X	 	X
								
		 	Calculate termination payments	 		 		 		 	X	 	X	 	X
								
		 	Validate and approve termination payment calculations for all special handling cases	 	X	 	X	 	X	 		 		 	
								
		 	Payroll Processing	 		 		 		 		 		 	
								
		 	Update and maintain parameters for payroll process and set control records for pay cycle status (such as, run/check/edit)	 		 		 		 	X	 	X	 	X
								
		 	Monitor pay process against scheduled timeframes	 		 		 		 	X	 	X	 	X
								
		 	Perform leave update (time evaluation) process for current payroll	 		 		 		 	X	 	X	 	X
								
		 	For each pay run:	 		 		 		 	X	 	X	 	X
								
		 	 •    Run trial pay (simulation)
	 		 		 		 	X	 	X	 	X

  

									
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 28

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Process Steps
	 	 LS&Co.
	 	 Supplier

		 	 •    Verify trial pay run results and reports
	 		 		 		 	X	 	X	 	X
								
		 	 •    Review trial pay reports
	 		 		 		 	X	 	X	 	X
								
		 	 •    Rectify advised errors in trial pay
	 		 		 		 	X	 	X	 	X
								
		 	 •    Give approval for final pay run
	 	X	 	X	 	X	 		 		 	
								
		 	Finalize pay and perform payroll release in accordance with pre-agreed processing schedules	 		 		 		 	X	 	X	 	X
								
		 	Reconciliation of payments and deductions for payroll purposes	 		 		 		 	X	 	X	 	X
								
		 	Request for off cycle process	 	X	 	X	 	X	 		 		 	
								
		 	Process and calculate off-cycle processes	 		 		 		 	X	 	X	 	X
								
		 	Maintain process and procedure manuals	 		 		 		 	X	 	X	 	X
								
		 	Send approved additional pay (bonus, commission, incentives etc.) files to Supplier	 	X	 	X	 	X	 		 		 	
								
		 	Receive approved commission files	 		 		 		 	X	 	X	 	X
								
		 	Receive approved additional pay (bonus, incentive, etc.) files	 		 		 		 	X	 	X	 	X
								
		 	Calculate 100% deferrals	 		 		 		 	X	 	X	 	X
								
		 	Review pay data and identify errors	 		 		 		 	X	 	X	 	X
								
		 	Work with customer to determine	 		 		 		 	X	 	X	 	X

  

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

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Process Steps
	 	 LS&Co.
	 	 Supplier

		 	correction method, if needed	 		 		 		 		 		 	
								
		 	Make corrections to pay	 		 		 		 	X	 	X	 	X
								
		 	Setup for split Payrolls	 		 		 		 		 	X	 	X
								
		 	Run balancing and audit reports	 		 		 		 	X	 	X	 	X
								
		 	Review exceptions and escalate as needed	 		 		 		 	X	 	X	 	X
								
		 	Resolve escalated exceptions	 	X	 	X	 	X	 		 		 	
								
		 	Create and distribute payroll register	 		 		 		 	X	 	X	 	X
								
		 	Close payroll	 		 		 		 	X	 	X	 	X
								
		 	Run GL interface & send files manually to AP	 		 		 		 	X	 	X	 	X
								
		 	Create and Send ACH (3rd party provider)	 		 		 		 	X	 	X	 	X
								
		 	Create and Send Positive Pay (3rd party provider)	 		 		 		 	X	 	X	 	X
								
		 	Create and Send Tax Payments (3rd party provider)	 		 		 		 	X	 	X	 	X
								
		 	Create and Send 3rd Party Interfaces	 		 		 		 	X	 	X	 	X
								
		 	Print Checks (3rd party provider)	 	X	 	X	 	X	 		 		 	
								
		 	Distribute Checks (3rd party provider- )	 	X	 	X	 	X	 		 		 	
								
		 	Process scheduled off-cycle and on-demand Payrolls	 		 		 		 	X	 	X	 	X
								
		 	Reclassification of OT/Rates due to local statutory requirements such as	 		 		 		 	X	 	X	 	X

  

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

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Process Steps
	 	 LS&Co.
	 	 Supplier

		 	for bonuses etc.	 		 		 		 		 		 	
								
		 	Perform check cancellations and replacements	 		 		 		 	X	 	X	 	X
								
		 	Process overpayment recoveries	 		 		 		 	X	 	X	 	X
								
		 	Process deferred compensation disbursements	 		 		 		 	X	 	X	 	X
								
		 	Post-Payroll Processing	 		 		 		 		 		 	
								
		 	Apply support packs (containing statutory updates and program corrections) provided by SAP to the System	 	X	 	X	 	X	 		 		 	
								
		 	Prepare electronic payroll reports	 		 		 		 	X	 	X	 	X
								
		 	Direct communication with employees	 		 		 		 	X	 	X	 	X
								
		 	Leave Management	 		 		 		 		 		 	
								
		 	Advise Vendor of any changes to leave management rules	 	X	 	X	 	X	 		 		 	
								
		 	Submit changes to leave management rules as per client instructions	 		 		 		 	X	 	X	 	X
								
		 	Ensure leave details are loaded into the System	 		 		 		 	X	 	X	 	X
								
		 	Process leave payments through payroll process	 		 		 		 	X	 	X	 	X
								
		 	Termination Management	 		 		 		 		 		 	
								
		 	Direct termination notification to Vendor (including any additional	 	X	 	X	 	X	 		 		 	

  

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

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Process Steps
	 	 LS&Co.
	 	 Supplier

		 	payment details for termination pay)	 		 		 		 		 		 	
								
		 	Calculate termination payments	 		 		 		 	X	 	X	 	X
								
		 	Authorize termination payments	 	X	 	X	 	X	 		 		 	
								
		 	Process calculated termination payment	 		 		 		 	X	 	X	 	X
								
		 	Deliver payment to employee via EFT, as applicable	 		 		 		 	X	 	X	 	X
								
		 	Delivery payments to employees via check	 	X	 	X	 	X	 		 		 	
								
		 	Prepare statutory termination forms (e.g., tax certificates, ROEs), if required	 		 		 		 	X	 	X	 	X
								
		 	Confirm that employee termination has been finalized in the System	 		 		 		 	X	 	X	 	X
								
		 	Notify relevant government authority of employee terminations	 		 		 		 	X	 	X	 	X
								
		 	Payback Agreement with Employees	 		 		 		 		 		 	
								
		 	Administer any payback amounts with employees	 		 		 		 	X	 	X	 	X
								
		 	Payback amount to be adjusted along with next payrun	 		 		 		 	X	 	X	 	X
								
		 	Collection of payback amount for terminated employees	 	X	 	X	 	X	 		 		 	
								
		 	End-of-Month Activities	 		 		 		 		 		 	
								
		 	Prepare and upload to ERP client general ledger interface file	 		 		 		 	X	 	X	 	X

  

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

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Process Steps
	 	 LS&Co.
	 	 Supplier

		 	Provide financial reports to client, as agreed between the parties	 		 		 		 	X	 	X	 	X
								
		 	Prepare and transmit, as agreed between the parties, all electronic standard and country specific payroll and reports	 		 		 		 	X	 	X	 	X
								
		 	Reconcile regulatory report data with payroll outputs	 		 		 		 	X	 	X	 	X
								
		 	Provide additional monthly services for lodgments and remittance of funding as agreed between the parties	 		 		 		 	X	 	X	 	X
								
		 	Adhoc Reporting requests	 		 		 		 	X	 	X	 	X
								
		 	Client Relationship Management	 		 		 		 		 		 	
								
		 	Performance metrics reporting, as agreed	 		 		 		 	X	 	X	 	X
								
		 	End–of-Year Activities	 		 		 		 		 		 	
								
		 	Advise any regulatory changes	 	X	 	X	 	X	 		 		 	
								
		 	Manage a timetable for the reporting of yearly taxation and regulatory requirements.	 		 		 		 	X	 	X	 	X
								
		 	Produce year-end reconciliation.	 		 		 		 	X	 	X	 	X
								
		 	Approve year-end reconciliation.	 	X	 	X	 	X	 		 		 	
								
		 	Collate tax relief details for countries as required.	 		 		 		 	X	 	X	 	X
								
		 	Produce electronic forms/files for year-end lodgment to employees and	 		 		 		 	X	 	X	 	X

  

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

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Process Steps
	 	 LS&Co.
	 	 Supplier

		 	government authorities, as agreed between the parties.	 		 		 		 		 		 	
								
		 	Submission of hard copy file (if required)	 	X	 	X	 	X	 		 		 	
								
		 	Distribute employee forms to employees on a per country basis.	 		 		 		 	X	 	X	 	X
								
		 	Produce and publish payroll calendar	 		 		 		 	X	 	X	 	X
								
		 	Perform quarter-end self-audit	 		 		 		 	X	 	X	 	X
								
		 	Perform year-end self-audit	 		 		 		 	X	 	X	 	X
								
		 	Generate quarter-end reports	 		 		 		 	X	 	X	 	X
								
		 	Generate quarter-end interfaces	 		 		 		 	X	 	X	 	X
								
		 	Generate year-end reports	 		 		 		 	X	 	X	 	X
								
		 	Generate year-end interfaces	 		 		 		 	X	 	X	 	X
								
		 	Identify and make corrections, reconcile corrections and remit final quarter-end reports	 		 		 		 	X	 	X	 	X
								
		 	Identify and make corrections, reconcile corrections and remit final quarter-end interfaces	 		 		 		 	X	 	X	 	X
								
		 	Identify and make corrections, reconcile corrections and remit final year-end reports	 		 		 		 	X	 	X	 	X
								
		 	Identify and make corrections, reconcile corrections and remit final year-end interfaces	 		 		 		 	X	 	X	 	X
								
		 	Support audits and statutory	 		 		 		 	X	 	X	 	X

  

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

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Process Steps
	 	 LS&Co.
	 	 Supplier

		 	compliance	 		 		 		 		 		 	
								
		 	Create wage & Tax statements-3rd party provider ADP	 		 		 		 	X	 	X	 	X
								
		 	Distribute hard copy wage & Tax statements	 	X	 	X	 	X	 		 		 	
								
		 	Other Payroll Activities	 		 		 		 		 		 	
								
		 	Develop and maintain interface between client HR system and the Payroll System	 	X	 	X	 	X	 		 		 	
								
		 	Develop and maintain interface program to receive and process client HR data	 	X	 	X	 	X	 		 		 	
								
		 	Monitor country specific public holiday calendars including any changes	 		 		 		 	X	 	X	 	X
								
		 	Complete Garnishment wage attachment process	 		 		 		 	X	 	X	 	X
								
		 	Complete Verification of Employment	 		 		 		 	X	 	X	 	X
								
		 	Complete Unemployment management services or equivalent-3rd party provider	 	X	 	X	 	X	 		 		 	
								
		 	Additional Responsibilities	 		 		 		 		 		 	
								
		 	Arrange preparation of regulatory forms and reports for countries where electronic filing is not available	 	X	 	X	 	X	 		 		 	

  

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

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Process Steps
	 	 LS&Co.
	 	 Supplier

		 	Arrange preparation of regulatory forms and reports for countries where electronic filing is available	 		 		 		 	X	 	X	 	X
								
		 	Arrange filing of regulatory forms and reports with the government authorities for countries where electronic filing is not available. In Asia Pacific, Vendor will work with lodgment services as necessary	 	X	 	X	 	X	 		 		 	
								
		 	Arrange filing of regulatory forms and reports with the government authorities for countries where electronic filing is available	 		 		 		 	X	 	X	 	X
								
		 	Arrange for the remittance of regulatory deductions to relevant government authorities or authorized local banks, as agreed between the parties	 	X	 	X	 	X	 		 		 	
								
		 	Manage lodgment of year-end regulatory forms and reports with government authorities for each country	 		 		 		 	X	 	X	 	X
								
		 	Manage Payroll Service Delivery	 		 		 		 	X	 	X	 	X
								
		 	Receive Customer Request	 		 		 		 	X	 	X	 	X
								
		 	Analyze Customer Request	 		 		 		 	X	 	X	 	X
								
		 	Research Customer Request	 		 		 		 	X	 	X	 	X
								
		 	Perform Additional Research (as needed)	 		 		 		 	X	 	X	 	X
								
		 	Fulfill Customer Request	 		 		 		 	X	 	X	 	X

  

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

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Process Steps
	 	 LS&Co.
	 	 Supplier

		 	Contact Customer to Ensure Satisfaction	 		 		 		 	X	 	X	 	X
								
		 	Manage Inquiries / Requests	 		 		 		 	X	 	X	 	X
								
		 	Analyze Contact Center Capabilities	 		 		 		 	X	 	X	 	X
								
		 	Identify Contact Center Needs	 		 		 		 	X	 	X	 	X
								
		 	Ensure Contact Center Staff Optimization	 		 		 		 	X	 	X	 	X
								
		 	Manage Contact Center Service Delivery	 		 		 		 	X	 	X	 	X
								
		 	Manage Documents	 		 		 		 	X	 	X	 	X
								
		 	Monthly, Quarterly, annual regulatory & tax filings/reporting to include but are not limited to lodgments.	 		 		 		 	X	 	X	 	X

  

	5.	ACCOUNTS RECEIVABLES 

 5.1 SPLIT OF RESPONSIBILITY 

 

															
	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

	 	 	 	 	 LSA
	 	 LSE
	 	 AMA
	 	 LSA
	 	 LSE
	 	 AMA

		 	Define and Communicate Policy	 		 		 		 		 		 	
								
		 	Establish, maintain, and communicate credit policies, regulatory requirements, procedures, approval limits and guidelines	 	X	 	X	 	X	 		 		 	
								
		 	Provide list of delegated powers of authority who can override 3rd party credit recommendations and provide authorization above service provider limits	 	X	 	X	 	X	 		 		 	

  

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

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	Provide local legal / statutory inputs for policies and procedures	 	X	 	X	 	X	 		 		 	
								
		 	Training Supplier on new systems, new or major process changes and related process documentation	 	X	 	X	 	X	 		 		 	
								
		 	Updates to existing process documentation, training on regular process updates	 		 		 		 	X	 	X	 	X
								
		 	 Process Credit Request
  

(Supplier to be responsible for non-strategic customers only. Split between strategic and non-strategic customers to be agreed during Transition
Analysis)
	 		 		 		 		 		 	
		 	Receive incoming credit requests for new customers. Collect and compile financials and other supporting documentation per guidelines needed to evaluate credit	 		 		 		 	X	 	X	 	X
								
		 	Assess customer credit limit based on LS&Co. policy and 3rd party data (i.e. Dunn and Bradstreet)	 		 		 		 	X	 	X	 	X
								
		 	Provide credit recommendation, including payment terms and recommendations for credit limit per agreed desktop procedures	 		 		 		 	X	 	X	 	X
								
		 	Determine the security needed and held (letter of credit and deposits)	 		 		 		 	X	 	X	 	X
								
		 	Submit credit recommendation for approval based on pre-defined approval matrix	 		 		 		 	X	 	X	 	X
								
		 	Provide final approval on credit limits	 	X	 	X	 	X	 		 		 	
								
		 	Notify customer of approved limit and payment terms as needed	 		 		 		 	X	 	X	 	X

  

									
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 38

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	Coordinate credit approval process where significant customer interaction is required	 		 		 		 	X	 	X	 	X
								
		 	Coordinate with Treasury to track letters of credit	 	X	 	X	 	X	 		 		 	
								
		 	Maintain customer data used to make credit decisions (physical document handling to be agreed as part of overall Mailroom & Scanning solution)	 		 		 		 	X	 	X	 	X
								
		 	Liaison with Banks for bank guarantee, Letter of credit- including physical handling	 	X	 	X	 	X	 		 		 	
								
		 	Review credit holds when order limits are exceeded in order to assess whether orders should be fulfilled	 	X	 	X	 	X	 		 		 	
								
		 	Administer credit block release within established approval authority and guidelines	 		 		 		 	X	 	X	 	X
								
		 	Update to credit limits per request from LS&Co	 		 		 		 	X	 	X	 	X
								
		 	Track existing customers to ensure credit limit is reviewed for all on an annual basis	 		 		 		 	X	 	X	 	X
								
		 	Provide recommendation and support for annual credit limit changes to LS&Co. (SAP)	 		 		 		 	X	 	X	 	X
								
		 	LS&Co. review/approve recommended Credit Limit changes.	 	X	 	X	 	X	 		 		 	
								
		 	Receive, research and address process escalations per agreed desktop procedures	 	X	 	X	 	X	 		 		 	
								
		 	Customer Billing	 		 		 		 		 		 	
								
		 	Ensure proper tax application for customer invoices, correct errors per agreed desktop	 		 		 		 	X	 	X	 	X

  

									
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 39

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	procedures	 		 		 		 		 		 	
								
		 	Run billing extracts and generate customer invoices	 		 		 		 	X	 	X	 	X
								
		 	Record reconciliation of invoices processed by SAP and 3rd part vendors to process broadcasting and mailing of invoices (both for LSA and LSE)	 		 		 		 	X	 	X	 	X
								
		 	Generate manual customer invoices per request/instructions from LS&Co	 		 		 		 	X	 	X	 	X
								
		 	 Dispatch of manual customer invoices
  

(EMDS, Tessi to continue dispatch activities in future). Requirement of physical invoice dispatch by Supplier, if any to be as per agreed Mailroom &
scanning solution).
 AMA would like Supplier to dispatch physical customer invoices- To be finalized as part of Mailroom & Scanning Solution)
	 	X	 	X	 		 		 		 	X
								
		 	Process chargebacks per approval/instruction from LS&Co	 		 		 		 	X	 	X	 	X
								
		 	Address incoming customer billing inquiries per LS&Co. guidelines	 		 		 		 	X	 	X	 	X
								
		 	Make applicable pricing corrections as needed (based on approval from business teams)	 		 		 		 	X	 	X	 	X
								
		 	Escalate customer billing inquiries or exception requests as needed to business teams	 		 		 		 	X	 	X	 	X
								
		 	Research and resolve escalated invoice adjustment requests from the customer	 	X	 	X	 	X	 		 		 	

  

									
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 40

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	Process Customer rebates per agreed procedures	 		 		 		 	X	 	X	 	X
								
		 	AR Sub Ledger Period Close	 		 		 		 		 		 	
								
		 	Close AR sub ledger at period end with associated reconciliation to General Ledger	 		 		 		 	X	 	X	 	X
								
		 	Provide to General Ledger teams AR sub ledger reporting as part of month end close	 		 		 		 	X	 	X	 	X
								
		 	 Provide month end close timetable and list of activities to be performed.

 
 (Split of period close activities between Supplier and LS&Co. to be agreed as part of
Transition Analysis and detailed as part of desktop procedures)
	 	X	 	X	 	X	 		 		 	
		 	Execute activities according to close timetable	 		 		 		 	X	 	X	 	X
								
		 	Cash Application	 		 		 		 		 		 	
								
		 	Manage the process of receiving manual payments, deposit cash/check receipts into bank accounts, share details for cash application with Supplier team	 	X	 	X	 	X	 		 		 	
								
		 	Review payment details from bank website, including images of checks, customer remittances and debit memos	 		 		 		 	X	 	X	 	X
								
		 	Audit and balance each electronic file transmission and resolve exceptions (i.e., payments not matching, short payments, over payments, and unapplied cash)	 		 		 		 	X	 	X	 	X
								
		 	Manage the process of auditing and balancing each electronic file transmission	 		 		 		 	X	 	X	 	X

  

									
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 41

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	and resolve exceptions	 		 		 		 		 		 	
								
		 	Notify LS&Co. of exceptions requiring approvals	 		 		 		 	X	 	X	 	X
								
		 	Provide required approvals	 	X	 	X	 	X	 		 		 	
								
		 	Assist the billing team and customers in researching and resolving short and over payments, missing invoices or any other billing discrepancies	 		 		 		 	X	 	X	 	X
								
		 	Receive electronic payment information from appropriate lockbox, and verify auto-cash application against customer invoices or credit memos in the ERP system	 		 		 		 	X	 	X	 	X
								
		 	Manage automated administration and collection of cash	 		 		 		 	X	 	X	 	X
								
		 	Verify receipt of daily lockbox statements (automatic & manual lockboxes)	 		 		 		 	X	 	X	 	
								
		 	Process remittance advices by allocating payment receipts to the relevant Invoices/transactions	 		 		 		 	X	 	X	 	X
								
		 	Manage the process of validating, posting and applying incoming payments received from customers to the A/R sub-ledger, in accordance with customer remittance advice details, following written guidelines and policies; leveraging
banks responsibilities already in place	 	X	 	X	 	X	 		 		 	
								
		 	Identify deductions from remittances and raise debit / credit memos to reflect debits taken (short pays or deductions) - notifying	 		 		 		 	X	 	X	 	X

  

									
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 42

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	collections as appropriate	 		 		 		 		 		 	
								
		 	Investigate and resolve unapplied and unidentified cash items	 		 		 		 	X	 	X	 	X
								
		 	Resolve “on account” cash remittances and/or escalate to LS&Co. per agreed desktop procedures	 		 		 		 	X	 	X	 	X
								
		 	Process refunds within authorized limits	 		 		 		 	X	 	X	 	X
								
		 	Create request for refunds above the authorized limit	 		 		 		 	X	 	X	 	X
								
		 	Approve or deny refund requests above authorized limits	 	X	 	X	 	X	 		 		 	
								
		 	Process approved refund requests above authorized limits	 		 		 		 	X	 	X	 	X
								
		 	Process Intercompany Cash Settlement Transactions	 		 		 		 		 		 	
								
		 	Apply intercompany cash to appropriate company	 		 		 		 	X	 	X	 	X
								
		 	Settle intercompany transactions (manually/automated)	 		 		 		 	X	 	X	 	X
								
		 	Approve intercompany cash amounts applied	 	X	 	X	 	X	 		 		 	
								
		 	Cash Reconciliation and Other Periodic Activities	 		 		 		 		 		 	
								
		 	Compare bank records against ERP to ensure that the data is synchronized accurately	 		 		 		 	X	 	X	 	X
								
		 	Perform cash reconciliation between batched cash and cash posted to the AR sub-ledger	 		 		 		 	X	 	X	 	X

  

									
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 43

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	Investigate and resolve reconciliation issues identified from daily cash	 		 		 		 	X	 	X	 	X
								
		 	Reconcile intercompany transactions	 		 		 		 	X	 	X	 	X
								
		 	Reconcile customer account (at agreed frequency) based on payments received	 		 		 		 	X	 	X	 	X
								
		 	Receive, research and address cash application reconciliations escalations	 	X	 	X	 	X	 		 		 	
								
		 	Generate customer account statements	 		 		 		 	X	 	X	 	X
								
		 	Dispatch of customer statements (electronic/physical)	 		 		 		 	X	 	X	 	X
								
		 	 Past Due &Collections
  

(Supplier to be responsible for non-strategic customers only. Split between strategic and non-strategic customers to be agreed during Transition
Analysis)
	 		 		 		 		 		 	
		 	Run monthly A/R balances reports (i.e., aging reports in SAP)	 		 		 		 	X	 	X	 	X
								
		 	Identify customers with past due balances and analyze reasons for non-payment	 		 		 		 	X	 	X	 	X
								
		 	Oversee automated daily collections task-list for work distribution and collections activities	 		 		 		 	X	 	X	 	X
								
		 	Prioritize collections activities based on tasks assigned to collectors and in accordance with LS&Co. collections guidelines	 		 		 		 	X	 	X	 	X
								
		 	Set collection targets for team/individuals to drive collections	 		 		 		 	X	 	X	 	X
								
		 	Review, Approve overall collections strategy	 	X	 	X	 	X	 		 		 	

  

									
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 44

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	Perform Bad Debt Analysis	 		 		 		 	X	 	X	 	X
								
		 	Review and Approve Bad Debt Analysis	 	X	 	X	 	X	 		 		 	
								
		 	Contact key strategic customers or high dollar balance customers in accordance with written credit and collection policies and procedures to determine if debt is collectable (AMA*
business decision to have Supplier collect all customer accounts)	 	X	 	X	 		 		 		 	X
								
		 	Contact non-strategic customers or small dollar balance customers in accordance with written credit and collection policies and procedures to determine if debt is collectable	 		 		 		 	X	 	X	 	X
								
		 	Request payment of outstanding invoices which are due for strategic customers and identify invoice disputes (AMA business decision to have Supplier collect all customer accounts)	 	X	 	X	 		 		 		 	X
								
		 	Request payment of outstanding invoices which are due for non-strategic customers and identify invoice disputes	 		 		 		 	X	 	X	 	X
								
		 	Record customer contact information and collection notes for strategic or high dollar balance customers (AMA business decision to have Supplier collect all customer accounts)	 	X	 	X	 		 		 		 	X
								
		 	Record customer contact information and collection notes for non-strategic or small dollar balance customers	 		 		 		 	X	 	X	 	X
								
		 	Discuss causes for delinquency and implement corrective actions with customers. Identify opportunities to improve customer payments within terms (i.e. for	 	X	 	X	 	X	 		 		 	

  

									
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 45

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	strategic customers in LS&Co. scope)	 		 		 		 		 		 	
								
		 	Discuss causes for delinquency and implement corrective actions with customers. Identify opportunities to improve customer payments within terms (i.e. for non-strategic customers in-scope for Supplier)	 		 		 		 	X	 	X	 	X
								
		 	 Create customer dunning letters/statements and send to customers (physical dispatch requirements to be agreed as part of Mailroom &
Scanning solution)
  
 Note: AMA & US currently do not dispatch dunning
letters.
	 		 		 		 	X	 	X	 	X
		 	Manage collection process of strategic insolvent/bankrupt customers, follow up progress with administrators and receivers until insolvency is concluded. The terms and conditions of sale should include clause on recovery of
LS&Co. products.	 	X	 	X	 	X	 		 		 	
								
		 	Manage collection process of non-strategic insolvent/bankrupt customers, follow up progress with administrators and receivers until insolvency is concluded. The terms and conditions of sale should include clause on recovery of
LS&Co. products.	 		 		 		 	X	 	X	 	X
								
		 	For draft transactions against a letter of credit, follow-up with strategic customer to inform that we will draw from their letter of credit	 	X	 	X	 	X	 		 		 	
								
		 	For draft transactions against a letter of credit, follow-up with non-strategic customer to inform that we will draw from their letter	 		 		 		 	X	 	X	 	X

  

									
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 46

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	of credit	 		 		 		 		 		 	
								
		 	Approve and maintain list of customers that are defined as strategic	 	X	 	X	 	X	 		 		 	
								
		 	Propose change in payment terms and or payment plan where needed (non-strategic customers only)	 		 		 		 	X	 	X	 	X
								
		 	Approve change in payment terms or approve payment plan where needed	 	X	 	X	 	X	 		 		 	
								
		 	Provide ‘Go forth and Collect’ reporting to the business on monthly basis (for non-strategic customers)	 		 		 		 	X	 	X	 	X
								
		 	Review and approve customers authorized for payment plans under defined terms and periods	 	X	 	X	 	X	 		 		 	
								
		 	Unauthorized discount recovery	 		 		 		 		 	X	 	
								
		 	Post dated check management	 		 	X	 	X	 		 		 	
								
		 	Direct debit management (mainly Spain, GAS, also Italy)	 		 		 		 		 	X	 	
								
		 	 Manage Write-offs
  

(Supplier to be responsible for non-strategic customers only. Split between strategic and non-strategic customers to be agreed during Transition
Analysis)
	 		 		 		 		 		 	
								
		 	Initiate request for accounts/invoices write-offs, seek approval and make updates as necessary	 		 		 		 	X	 	X	 	X
								
		 	Approve “write off” requests which are outside the authorization levels in accordance with written policies, procedures	 	X	 	X	 	X	 		 		 	

  

									
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 47

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	and rules	 		 		 		 		 		 	
								
		 	Refer LS&Co. approved aged receivables to collection agency	 		 		 		 	X	 	X	 	X
								
		 	Coordinate collections and write-offs with collection agency	 		 		 		 	X	 	X	 	X
								
		 	Validate write-offs as needed	 	X	 	X	 	X	 		 		 	
								
		 	Receive, research and address collections escalations	 	X	 	X	 	X	 		 		 	
								
		 	 Customer Disputes
  

(Supplier to be responsible for non-strategic customers only. Split between strategic and non-strategic customers to be agreed during Transition
Analysis)
	 		 		 		 		 		 	
		 	Log incoming customer service issues, inquiries or disputes	 		 		 		 	X	 	X	 	X
								
		 	Provide guidelines for billing adjustments	 	X	 	X	 	X	 		 		 	
								
		 	Identify billing adjustments needed and their type based on guidelines provided	 		 		 		 	X	 	X	 	X
								
		 	Recommend billing adjustments	 		 		 		 	X	 	X	 	X
								
		 	Escalate unresolved customer disputes to business units based on escalation matrix	 	X	 	X	 	X	 		 		 	
								
		 	 Refer uncollectible disputes to 3rd party collection agencies
  

(write off only per agreed desktop procedures and approval from LS&Co)
	 		 		 		 	X	 	X	 	X

  

									
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 48

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

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

  

									
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 49

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	reconciliation from bank; resolve escalations	 		 		 		 		 		 	

  

									
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 50

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

	6.	GENERAL ACCOUNTING 

 6.1 SPLIT OF RESPONSIBILITY 

 

															
	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

	 	 	 	 	 LSA
	 	 LSE
	 	 AMA
	 	 LSA
	 	 LSE
	 	 AMA

								
		 	Intercompany Accounting	 		 		 		 		 		 	
								
		 	Setup Intercompany Agreements	 		 		 		 		 		 	
								
		 	Obtain cross business unit agreement on eligible intercompany transactions, including transfer pricing agreements.	 	X	 	X	 	X	 		 		 	
								
		 	 Configure pre-requisites of systems including:
  

a. Intercompany organizations
  

b. Transaction types
  

c. Approval workflow
	 	X	 	X	 	X	 		 		 	
								
		 	Identify and Enter Intercompany Transactions	 		 		 		 		 		 	
								
		 	Setup intercompany suppliers and customers	 		 		 		 	X	 	X	 	X
								
		 	Approve intercompany suppliers and customers additions/changes	 	X	 	X	 	X	 		 		 	
								
		 	Receive approved intercompany transactions requiring set up. Enter intercompany transactions	 		 		 		 	X	 	X	 	X
								
		 	Validate and Post Intercompany Entries	 		 		 		 		 		 	
								
		 	Process intercompany invoices	 		 		 		 	X	 	X	 	X
								
		 	Process intercompany credit/debit notes	 		 		 		 	X	 	X	 	X
								
		 	Resolve holds and automation defects on payable invoices	 		 		 		 	X	 	X	 	X
								
		 	Post transactions via the intercompany	 		 		 		 	X	 	X	 	X

  

									
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 51

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	payable/receivable accounts	 		 		 		 		 		 	
								
		 	Process intercompany payments and receipts	 		 		 		 	X	 	X	 	X
								
		 	Process preliminary and final intercompany netting and escalate exceptions as applicable	 		 		 		 	X	 	X	 	X
								
		 	Perform intercompany hedging	 	X	 	X	 	X	 		 		 	
								
		 	Create policy to govern intercompany accounting	 	X	 	X	 	X	 		 		 	
								
		 	Generate intercompany receivable and payable reports	 		 		 		 	X	 	X	 	X
								
		 	Prepare schedule of intercompany payables and receivables	 		 		 		 	X	 	X	 	X
								
		 	Prepare appropriate documents like Inter-company invoices etc.	 		 		 		 	X	 	X	 	X
								
		 	Reconcile Intercompany Transactions	 		 		 		 		 		 	
								
		 	Perform intercompany reconciliations; sub ledger to ledger reconciliations and provide reconciliations to the counterparty and request confirmation of the reconciled balance	 		 		 		 	X	 	X	 	X
								
		 	Perform Intercompany Eliminations	 		 		 		 		 		 	
								
		 	Eliminate LS&Co. approved intercompany revenues/expenses and balances	 		 		 		 	X	 	X	 	X
								
		 	Eliminate intercompany profit on sales and inventory	 	X	 	X	 	X	 		 		 	
								
		 	Resolve Intercompany Disputes	 		 		 		 		 		 	
								
		 	Identify intercompany disputes	 		 		 		 	X	 	X	 	X

  

									
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 52

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	Perform accounting transactions to facilitate dispute/difference resolution (e.g. pre-approved transactions that need to be corrected or transfer pricing transactions)	 		 		 		 	X	 	X	 	X
								
		 	Receive and remediate escalations for intercompany transactions per regional guidelines	 	X	 	X	 	X	 		 		 	
								
		 	Receive, research and address and escalations related to disputed intercompany invoices or differences	 	X	 	X	 	X	 		 		 	
								
		 	Journal Entries and Review	 		 		 		 		 		 	
								
		 	Park and Post all journal entries agreed to be in-scope for Supplier	 		 		 		 	X	 	X	 	X
								
		 	Review Journals periodically for compliance	 	X	 	X	 	X	 		 		 	
								
		 	Prepare and process transactional/recurring/non-strategic Journal Entries	 		 		 		 	X	 	X	 	X
								
		 	Process manual and automated journal entries (mass allocation batch run during month end)	 		 		 		 	X	 	X	 	X
								
		 	Prepare and process exceptional/one-time/complex/strategic Journal Entries	 	X	 	X	 	X	 		 		 	
								
		 	Process standard accruals agreed to be in-scope for Supplier	 		 		 		 	X	 	X	 	X
								
		 	Process standard reserves agreed to be in-scope for Supplier	 		 		 		 	X	 	X	 	X
								
		 	Prepare manual allocations agreed to be in-scope for Supplier	 		 		 		 	X	 	X	 	X

  

									
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 53

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	Review and finalize proposed allocations agreed to be in-scope for Supplier	 		 		 		 	X	 	X	 	X
								
		 	Process standard allocations agreed to be in-scope for Supplier	 		 		 		 	X	 	X	 	X
								
		 	Perform standard reversals and re-class as agreed to be in-scope for Supplier	 		 		 		 	X	 	X	 	X
								
		 	Perform escalated reversals and re-class	 	X	 	X	 	X	 		 		 	
								
		 	Clear suspense and re-class inter-company	 		 		 		 	X	 	X	 	X
								
		 	E-archival & retrieval of journals & supporting documentation per current LS&Co. procedures & tools	 		 		 		 	X	 	X	 	X
								
		 	Define rules for archival / retrieval activities	 	X	 	X	 	X	 		 		 	
								
		 	Perform physical archival/retrieval activities	 	X	 	X	 	X	 		 		 	
								
		 	Perform physical archival/retrieval activities as may be agreed to be in-scope for Supplier Mailroom & Scanning solution	 		 		 		 	X	 	X	 	X
								
		 	Foreign Currency Accounting	 		 		 		 		 		 	
								
		 	Update foreign exchange rates in the system	 		 		 		 	X	 	X	 	X
								
		 	Perform Foreign exchange gain/loss accounting	 		 		 		 	X	 	X	 	X
								
		 	Perform Account Reconciliation	 		 		 		 		 		 	
								
		 	Extract preliminary reports and trial balances	 		 		 		 	X	 	X	 	X
								
		 	Prepare Balance Sheet reconciliations agreed to be in-scope for Supplier	 		 		 		 	X	 	X	 	X
								
		 	Analyze and resolve reconciling variances for balance sheet accounts	 		 		 		 	X	 	X	 	X

  

									
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 54

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	Bank Account Reconciliation agreed to be in-scope for Supplier	 		 		 		 	X	 	X	 	X
								
		 	Analyze un-presented checks and deposits not cleared	 		 		 		 	X	 	X	 	X
								
		 	Reconcile bank balance to General Ledger	 		 		 		 	X	 	X	 	X
								
		 	Review out of date checks	 		 		 		 	X	 	X	 	X
								
		 	Investigate un-cleared deposits	 		 		 		 	X	 	X	 	X
								
		 	Prepare journal entries for reconciling variances	 		 		 		 	X	 	X	 	X
								
		 	Provide explanations for all reconciling variances in accordance with LS&Co. policy guidelines	 		 		 		 	X	 	X	 	X
								
		 	Obtain approval for reconciliations and correcting journal entries in accordance with LS&Co. approval hierarchy	 		 		 		 	X	 	X	 	X
								
		 	Provide hierarchy of approvals related to high/med/low account reconciliations	 	X	 	X	 	X	 		 		 	
								
		 	Review and approve account reconciliations and correcting journal entries per risk level of reconciliations/accounts (i.e. LS&Co. does not expect to approve all account reconciliations performed by Supplier)	 	X	 	X	 	X	 		 		 	
								
		 	Provide copies of account reconciliations and correcting journal entries as requested (e-archival & retrieval using LS&Co. tools)	 		 		 		 	X	 	X	 	X
								
		 	Closing Activities	 		 		 		 		 		 	
								
		 	Communicate close schedule, hold pre-close	 	X	 	X	 	X	 		 		 	

  

									
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 55

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	meetings and begin initial analysis	 		 		 		 		 		 	
								
		 	Submit supporting materials to Retained personnel per close calendar	 		 		 		 	X	 	X	 	X
								
		 	Close sub-ledgers (accounts payable, fixed assets, accounts receivable etc.) & General Ledger based on timing and calendar for period end close schedule set by LS&Co	 		 		 		 	X	 	X	 	X
								
		 	Review, approve and close business units books	 	X	 	X	 	X	 		 		 	
								
		 	Perform period ending adjustments	 	X	 	X	 	X	 		 		 	
								
		 	Review, approve and close corporate books (HFM)	 	X	 	X	 	X	 		 		 	
								
		 	Create cause of change summaries, perform close analysis and any top level adjustments or true ups; resolve exceptions	 	X	 	X	 	X	 		 		 	
								
		 	Provide final review, approval and close corporate books (HFM)	 	X	 	X	 	X	 		 		 	
								
		 	Perform final consolidations and finalize executive summaries including legal entity reporting package	 	X	 	X	 	X	 		 		 	
								
		 	External Reporting	 		 		 		 		 		 	
								
		 	Review local statutory filings, interim/annual earnings releases/reports to shareholders and government entities	 	X	 	X	 	X	 		 		 	
								
		 	Maintain local statutory filings and other regulatory reports	 	X	 	X	 	X	 		 		 	
								
		 	Submit regulatory reports	 	X	 	X	 	X	 		 		 	
								
		 	Support creation of external reports- provide	 		 		 		 	X	 	X	 	X

  

									
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 56

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	data, complete templates	 		 		 		 		 		 	
								
		 	Manage Fixed Assets Inventory	 		 		 		 		 		 	
								
		 	Create asset master and post assets basis request from LS&Co	 		 		 		 	X	 	X	 	X
								
		 	Process changes to asset master data per request from LS&Co	 		 		 		 	X	 	X	 	X
								
		 	Set policy and identify owners for fixed asset inventory	 	X	 	X	 	X	 		 		 	
								
		 	Coordinate physical asset tracking and tagging	 	X	 	X	 	X	 		 		 	
								
		 	Administer periodic physical asset verification	 	X	 	X	 	X	 		 		 	
								
		 	Make appropriate transactional entries for assets based on outcome of physical inventory process	 		 		 		 	X	 	X	 	X
								
		 	Approve the physical asset loss	 	X	 	X	 	X	 		 		 	
								
		 	Book accrual for missing assets (Note: AMA currently writes off missing assets directly)	 		 		 		 	X	 	X	 	X
								
		 	Book accrual for tax portion of capitalized asset	 		 		 		 	X	 	X	 	X
								
		 	 Ensure depreciation is posted accurately across all Fixed Asset Areas and ledgers

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

  

									
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 57

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	Meet with project managers to ensure projects are getting capitalized according to project Go Live.	 		 		 		 	X	 	X	 	X
								
		 	Perform impairment test & communicate the impairment values of assets	 	X	 	X	 	X	 		 		 	
								
		 	Post journal entries to record asset impairments in accordance with LS&Co. policy guidelines	 		 		 		 	X	 	X	 	X
								
		 	Communicate any statutory requirements	 	X	 	X	 	X	 		 		 	
								
		 	Create transactions as necessary for special one-time events (e.g. restructuring, sale of facilities)	 	X	 	X	 	X	 		 		 	
								
		 	Post transactions as necessary for special one-time events (e.g., restructuring, sale of facilities)	 	X	 	X	 	X	 		 		 	
								
		 	Asset Additions, Transfers, or Deletions	 		 		 		 		 		 	
								
		 	Initiate request for asset additions, transfers, or deletions	 	X	 	X	 	X	 		 		 	
								
		 	Review and approve requests for asset additions, transfers, or deletions	 	X	 	X	 	X	 		 		 	
								
		 	Process asset addition (with and without Internal Orders), transfer, or deletion according to LS&Co. policy and guidelines	 		 		 		 	X	 	X	 	X
								
		 	Post additions to Fixed Assets for the month to the proper depreciation/amortization schedules and ensure they go to the correct asset class	 		 		 		 	X	 	X	 	X
								
		 	Seek additional clarification as needed to	 		 		 		 	X	 	X	 	X

  

									
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 58

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	facilitate asset additions, transfers or deletions	 		 		 		 		 		 	
								
		 	Run Depreciation	 		 		 		 		 		 	
								
		 	Process depreciation journal entries for assets	 		 		 		 	X	 	X	 	X
								
		 	Post depreciation to General Ledger	 		 		 		 	X	 	X	 	X
								
		 	Seek approval for depreciation exceptions per LS&Co. policy guidelines	 		 		 		 	X	 	X	 	X
								
		 	Validate and approve exceptions	 	X	 	X	 	X	 		 		 	
								
		 	Process Asset Sale or Retirement	 		 		 		 		 		 	
								
		 	Initiate request for asset sale or retirement	 	X	 	X	 	X	 		 		 	
								
		 	Receive, review and approve completed acknowledgment forms with details on assets to be retired or sold	 	X	 	X	 	X	 		 		 	
								
		 	Process and post transactions to record retirements and sales of assets	 		 		 		 	X	 	X	 	X
								
		 	Seek additional clarification as needed to facilitate asset sale or retirement	 		 		 		 	X	 	X	 	X
								
		 	Maintain Leases	 		 		 		 		 		 	
								
		 	Receive completed lease contract and capital appropriation request, determine and classify lease type (operating or capital), create lease amortization schedule, and submit request to AP for payment set up (if applicable).	 	X	 	X	 	X	 		 		 	
								
		 	Create periodic management reports for Corporate Finance and Treasury	 		 		 		 	X	 	X	 	X
								
		 	Run capital leased asset depreciation and transfer to General Ledger	 		 		 		 	X	 	X	 	X

  

									
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 59

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	Record accruals or prepayments for any operating or capital leases and book monthly journal entries	 		 		 		 	X	 	X	 	X
								
		 	Approve accruals or prepayments for any operating or capital leases	 	X	 	X	 	X	 		 		 	
								
		 	Process changes to asset master data	 		 		 		 	X	 	X	 	X
								
		 	Perform Month-End Closing and Reconciliation of Lease Account	 		 		 		 		 		 	
								
		 	Reconcile lease account to bank payments and investigate/resolve reconciliation issues identified from monthly cash statement	 		 		 		 	X	 	X	 	X
								
		 	Escalate reconciliation issues/exceptions as needed	 		 		 		 	X	 	X	 	X
								
		 	Retire leased assets as appropriate	 		 		 		 	X	 	X	 	X
								
		 	Monitor leases for renewals/retirement	 	-	 	-	 	-	 	X	 	X	 	X
								
		 	Review and approve reports and journal entries using third party system(s) as appropriate	 	X	 	X	 	X	 		 		 	
								
		 	Maintain Assets Under Creation/Project Accounting	 		 		 		 		 		 	
								
		 	Initiate request for funding via completion of a capital appropriation form	 	X	 	X	 	X	 		 		 	
								
		 	Receive completed capital appropriation request form Provide pre-approved budget for a fixed asset under construction and supporting documentation	 	X	 	X	 	X	 		 		 	
								
		 	Open internal Order per completed request from LS&Co	 		 		 		 	X	 	X	 	X

  

									
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 60

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	Review PER (Project Expense Request) for completeness of data	 		 		 		 	X	 	X	 	X
								
		 	Monitor projects for spending completion and notify the business if it is stagnant	 		 		 		 	X	 	X	 	X
								
		 	Publish reports like fixed assets roll forwards, capital tracking, aging projects and retain records in electronic format records for Auditor and SOX testing; support audit process as needed	 		 		 		 	X	 	X	 	X
								
		 	Review by LS&Co	 	X	 	X	 	X	 		 		 	
								
		 	Initiate any queries related to reporting	 	X	 	X	 	X	 		 		 	
								
		 	Respond to any incoming queries	 		 		 		 	X	 	X	 	X
								
		 	Close out project/related internal order and establish asset once spending is complete	 		 		 		 	X	 	X	 	X
								
		 	Support for Escalations and Processing Service Requests/Inquiries	 		 		 		 		 		 	
								
		 	Receive, research and address escalations raised during the Fixed Assets physical inventory processes	 	X	 	X	 	X	 		 		 	
								
		 	Receive and research escalations raised during asset impairment decision making process	 	X	 	X	 	X	 		 		 	
								
		 	Prepare reports for management purposes such as depreciation expense summary, and Fixed Asset summary per agreed LS&Co. requirements	 		 		 		 	X	 	X	 	X
								
		 	Respond to end-user requests for asset values and disposition values; escalate unresolved queries to LS&Co	 		 		 		 	X	 	X	 	X

  

									
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services	  	Page 61

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	Resolve cases escalated to LS&Co. per agreed procedures	 	X	 	X	 	X	 		 		 	
								
		 	Establish, maintain, and communicate policies, procedures, approval limits and guidelines for intercompany accounting per regional guidelines	 	X	 	X	 	X	 		 		 	
								
		 	Merger & Acquisitions	 		 		 		 		 		 	
								
		 	Process entries for goodwill in accordance with instructions from LS&Co	 		 		 		 	X	 	X	 	X
								
		 	Approve accounting entries for new acquisitions	 	X	 	X	 	X	 		 		 	
								
		 	Policy and procedure for goodwill accounting	 	X	 	X	 	X	 		 		 	

  

	7.	INVENTORY ACCOUNTING 

 7.1 SPLIT OF RESPONSIBILITY 

 

															
	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

	 	 	 	 	 LSA
	 	 LSE
	 	 AMA
	 	 LSA
	 	 LSE
	 	 AMA

		 	Provide inputs to expense allocations and inventory valuation (raw materials, WIP, finished goods)	 	X	 	X	 	X	 		 		 	
								
		 	Support product costing (For Business Finance / Operations) and inventory accounting (maintain standard cost rates, track cycle counts, and cost revisions)	 	X	 	X	 	X	 		 		 	
								
		 	Create and process judgmental entries related to inventory valuation (i.e. LCM)	 	X	 	X	 	X	 		 		 	
								
		 	Process standard journal entries for inventory	 		 		 		 	X	 	X	 	X

  

									
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EXECUTION VERSION 
  

															
	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	adjustments	 		 		 		 		 		 	
								
		 	Reconciling POS data, ERP differences	 		 		 		 	X	 	X	 	X
								
		 	Follow up with stores related to potential inventory adjustments	 		 		 		 	X	 	X	 	X

  

	8.	TREASURY TRANSACTIONS 

 8.1 SPLIT OF RESPONSIBILITY 

 

															
	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

	 	 	 	 	 LSA
	 	 LSE
	 	 AMA
	 	 LSA
	 	 LSE
	 	 AMA

		 	 Rate updates (forex, cost rates, budget rates, etc.)
  

Exact split of work for Supplier to be detailed during Transition Analysis
	 		 		 		 	X	 	X	 	X
		 	Closing journals	 		 		 		 	X	 	X	 	X
								
		 	Generate in-house bank statements,	 		 		 		 	X	 	X	 	X
								
		 	Liaison with Banks, in-country finance teams for funding requirements, transfers, hedging, cash forecasting etc.	 	X	 	X	 	X	 		 		 	

  

	9.	INTERNAL REPORTING 

 9.1 SPLIT OF RESPONSIBILITY 

 

															
	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

	 	 	 	 	 LSA
	 	 LSE
	 	 AMA
	 	 LSA
	 	 LSE
	 	 AMA

		 	Internal Reporting	 		 		 		 		 		 	

  

									
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	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	Support preparation of management reports	 		 		 		 	X	 	X	 	X
								
		 	Participate in regional and higher process reviews	 	X	 	X	 	X	 		 		 	
								
		 	Participate in affiliate process reviews	 		 		 		 	X	 	X	 	X
								
		 	Respond to internal customer inquiries and escalated as necessary	 		 		 		 	X	 	X	 	X
								
		 	Respond to escalations	 	X	 	X	 	X	 		 		 	
								
		 	FP&A (Variance analysis, budgeting & forecasting activities)	 	X	 	X	 	X	 		 		 	

  

	10.	INDIRECT PROCUREMENT ENABLEMENT 

 10.1 SPLIT OF RESPONSIBILITY 

 

															
	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

	 	 	 	 	 LSA
	 	 LSE
	 	 AMA
	 	 LSA
	 	 LSE
	 	 AMA

		 	Define and Communicate Policies	 		 		 		 		 		 	
								
		 	Establish, maintain, and communicate policies, procedures, band-level approval (BLA) limits	 	X	 	X	 	X	 		 		 	
								
		 	Provide local legal/statutory inputs for PO policies and procedures	 	X	 	X	 	X	 		 		 	
								
		 	Transactional Procurement	 		 		 		 		 		 	
								
		 	Requisitioning	 		 		 		 		 		 	
								
		 	Requestor determines purchase need and creates requisition in requisitioning tool	 	X	 	X	 	X	 		 		 	

  

									
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	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	Verify all supporting documentation is included in submission of requisition.	 		 		 		 	X	 	X	 	
								
		 	Receive and review approved requisitions for completeness, accuracy and compliance	 		 		 		 	X	 	X	 	
								
		 	PO Management	 		 		 		 		 		 	
								
		 	Create purchase order	 		 		 		 	X	 	X	 	
								
		 	Create purchase order AMA	 		 		 	X	 		 		 	
								
		 	PO Sending	 		 		 	X	 	X	 	X	 	
								
		 	Initiate changes to PO ( PO Amendment)	 	X	 	X	 	X	 		 		 	
								
		 	Follow PO amendment process	 		 		 		 	X	 	X	 	
								
		 	Sending Amended PO	 		 		 		 	X	 	X	 	
								
		 	PO closure ( Yearly activity)	 		 		 		 	X	 	X	 	
								
		 	Procurement Helpdesk	 		 		 		 		 		 	
								
		 	Provide requisition and PO support to business	 		 		 		 	X	 	X	 	
								
		 	Provide Level 1 support on requisitioning tool	 		 		 		 	X	 	X	 	
								
		 	Provide Level 2 support on requisitioning tool	 		 		 		 	X	 	X	 	
								
		 	Support for raising PO in system	 		 		 		 		 		 	X
								
		 	Reporting	 		 		 		 		 		 	
								
		 	Create periodic reports (e.g. Hands-free PO’s, Hands-on PO’s, Block PO’s, After the fact PO’s, Open PO report )	 		 		 		 	X	 	X	 	X
								
		 	Create ad hoc reports (e.g. Spend per vendor, Spend per commodity)	 		 		 		 	X	 	X	 	X
								
		 	Catalog Management (to be determined in 	 		 		 		 		 		 	

  

									
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	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	TA / KA)	 		 		 		 		 		 	
								
		 	Enable Catalogs	 		 		 		 		 		 	
								
		 	Negotiate all items and pricing agreements for the selected catalogue suppliers, and ensure agreements are in place prior to Service Provider’s engagement with Supplier.	 		 		 		 		 		 	
								
		 	Provide the necessary technical and business support for the implementation of catalogues into catalogue system.	 		 		 		 		 		 	
								
		 	Validate content. Complete any normalization and cleaning as required and agreed based on agreed-upon data quality standards and format.	 		 		 		 		 		 	
								
		 	Resolve data quality issues beyond scope of agreed-upon data quality standards and format, or work with vendor to do so.	 		 		 		 		 		 	
								
		 	Establish new catalogue uploads schedule for Supplier managed contracts.	 		 		 		 		 		 	
								
		 	Conduct vendor training for any updates to tools and processes as required and agreed	 		 		 		 		 		 	
								
		 	Resolve exceptions with vendor. Escalate unresolved issues to client	 		 		 		 		 		 	
								
		 	Work with vendors to format Data using content management tool for internal catalogue or define Punch-out requirements.	 		 		 		 		 		 	
								
		 	Receive catalogue/contract Data from vendor.	 		 		 		 		 		 	
								
		 	Qualify vendor Data for Punch Out Catalogue.	 		 		 		 		 		 	
								
		 	Send Catalogues to vendor integration for	 		 		 		 		 		 	

  

									
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	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	loading.	 		 		 		 		 		 	
								
		 	Facilitate punch out catalogue to be linked to the catalogue system	 		 		 		 		 		 	
								
		 	Create, load and maintain catalogue/contract content in the catalogue system.	 		 		 		 		 		 	
								
		 	Propose items to be included in a catalogue based on the spend data	 		 		 		 		 		 	
								
		 	Maintain Catalogs	 		 		 		 		 		 	
								
		 	Update catalogue contents per approved request and agreed scope.	 		 		 		 		 		 	
								
		 	Validate content changes. Complete any normalization and cleaning as required. Catalogue manager is responsible for validating format changes	 		 		 		 		 		 	
								
		 	Category Manager is responsible for validation updates on pricing and products. Approve updated catalogue content to be loaded into production within upon turnaround time.	 		 		 		 		 		 	
								
		 	Resolve exceptions with vendor. Escalate unresolved issues to client	 		 		 		 		 		 	
								
		 	Resolve escalated issues within agreed upon turnaround time	 		 		 		 		 		 	
								
		 	Load updated catalogue into production environment within agreed turnaround time.	 		 		 		 		 		 	
								
		 	Execute end user communications related to the catalogue as required within agreed upon turnaround time	 		 		 		 		 		 	

  

									
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	11.	TECHNOLOGY & MASTER DATA MANAGEMENT 

 11.1 SPLIT OF RESPONSIBILITY 

 

															
	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

	 	 	 	 	 LSA
	 	 LSE
	 	 AMA
	 	 LSA
	 	 LSE
	 	 AMA

		 	Define and Communicate Policies	 		 		 		 		 		 	
								
		 	Establish, maintain, and communicate policies regarding Master Data	 	X	 	X	 	X	 		 		 	
								
		 	Establish, maintain, and communicate Data Master classification, timing and coding standards	 	X	 	X	 	X	 		 		 	
								
		 	Establish, maintain, and communicate clean-up schedule and guidelines	 	X	 	X	 	X	 		 		 	
								
		 	Master Data Administration (Per volume metrics below)	 		 		 		 		 		 	
								
		 	New Record Creation Requests	 		 		 		 		 		 	
								
		 	Seek approval for new master record setup	 		 		 		 	X	 	X	 	X
								
		 	Review for completeness of the request and duplicate check	 		 		 		 	X	 	X	 	X
								
		 	Obtain clarification from stakeholders for missing details/information	 		 		 		 	X	 	X	 	X
								
		 	Create Master record in the ERP	 		 		 		 	X	 	X	 	X
								
		 	In case of Vendor master raise ticket to get more vendor ID number when we reach close to exhaustion of the current numbers allocated	 		 		 		 	X	 	X	 	X
								
		 	FICO MASTER DATA	 		 		 		 		 		 	
								
		 	Gather FICO master data requests via	 		 		 		 	X	 	X	 	

  

									
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EXECUTION VERSION 
  

															
	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	SharePoint	 		 		 		 		 		 	
								
		 	Hold approval meeting with pre-published agenda with all stakeholders to gain approval	 		 		 		 	X	 	X	 	
								
		 	Gather additional information from requestors as required	 		 		 		 	X	 	X	 	
								
		 	Approve FICO master data changes	 	X	 	X	 	X	 		 		 	
								
		 	Update master file data (e.g. chart of accounts, company codes, cost centers, profit centers)	 		 		 		 	X	 	X	 	X
								
		 	Analyze master file data and provide recommendations when master file data is obsolete and should be removed	 	X	 	X	 	X	 		 		 	
								
		 	Monitor compliance with internal controls policies and procedures	 	X	 	X	 	X	 	X	 	X	 	X
								
		 	Maintain Requests (On-going)	 		 		 		 		 		 	
								
		 	Receive master data modification requests	 		 		 		 	X	 	X	 	X
								
		 	Gather all inputs required and seek final approval	 		 		 		 	X	 	X	 	X
								
		 	Approve requests escalated by service provider	 	X	 	X	 	X	 		 		 	
								
		 	Modify / Delete the master record per request	 		 		 		 	X	 	X	 	X
								
		 	Note all approvals related to change to be maintained (Share drive/share point)	 		 		 		 	X	 	X	 	X
								
		 	Respond to stakeholders (Client, Vendor, Customer) change requests including name, payment method, remittance, tax ID, status, etc.	 		 		 		 	X	 	X	 	X
								
		 	Maintenance and Clean-up	 		 		 		 		 		 	

  

									
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EXECUTION VERSION 
  

															
	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	Conduct scheduled maintenance and clean-up	 		 		 		 	X	 	X	 	X
								
		 	Provide ongoing feedback on coding and standards	 		 		 		 	X	 	X	 	X
								
		 	System Maintenance and Interfaces	 		 		 		 		 		 	
								
		 	Roll out of future LS&Co. related tools and systems	 	X	 	X	 	X	 		 		 	
								
		 	Perform testing as requested for rollout of future LS&Co. related tools and systems	 		 		 		 	X	 	X	 	X
								
		 	Direct Vendor Master	 		 		 		 		 		 	
								
		 	Receive Vendor Request via Email or BPM	 		 		 		 	X	 	X	 	X
								
		 	Verify proper approval party in request & MSA/TOE is approved by authorized person	 		 		 		 	X	 	X	 	X
								
		 	Create Vendor Master and send alert for confirmation	 		 		 		 	X	 	X	 	X
								
		 	Confirm Vendor Master in SAP	 		 		 		 	X	 	X	 	X
								
		 	Communicate new Vendor Master details to Nexus Contract for Trade Card Vendors	 		 		 		 	X	 	X	 	X
								
		 	Set up Output Condition for Trade Card Vendors	 		 		 		 	X	 	X	 	X
								
		 	Update Global Vendor Database (IT)	 	X	 	X	 	X	 		 		 	
								
		 	Manage Records Retention of Request Forms	 		 		 		 	X	 	X	 	X
								
		 	Manage Records Retention of Trade Vendor Master Service Agreement	 	X	 	X	 	X	 		 		 	
								
		 	Indirect Vendor Master (including Employee Master)	 		 		 		 		 		 	

  

									
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	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

		 	Create Internal Order for Employee Master (AMA)	 		 		 		 	X	 	X	 	X
								
		 	Communicate new Employee Master details to business users and Concur Team	 		 		 		 	X	 	X	 	X
								
		 	Communicate new Vendor Master details to business users	 		 		 		 	X	 	X	 	X
								
		 	Manage Records Retention of Request Forms	 		 		 		 	X	 	X	 	X
								
		 	Technology	 		 		 		 		 		 	
								
		 	Updates to tax master and overall system maintenance	 	X	 	X	 	X	 		 		 	
								
		 	Validate Supplier team user access to in-scope systems & applications	 		 		 		 	X	 	X	 	X
								
		 	Bi-annual review of individual access levels	 		 		 		 	X	 	X	 	X
								
		 	User access creation, updates and support	 	X	 	X	 	X	 		 		 	
								
		 	Raise ticket for Fixed Asset sub-ledger transactions like new locations, useful life etc.	 		 		 		 	X	 	X	 	X
								
		 	Raise tickets for extending system generated serial numbers to accommodate new vendors	 		 		 		 	X	 	X	 	X
								
		 	IT Production to create required serial numbers in the system	 	X	 	X	 	X	 		 		 	

  

	12.	OTHERS 

 12.1 CONTROLS 
  

															
	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

	 	 	 	 	 LSA
	 	 LSE
	 	 AMA
	 	 LSA
	 	 LSE
	 	
AMA

  

									
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	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

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

 12.2 ESCHEATMENT PROCESS (APPLICABLE FOR LSUS ONLY) 

 

															
	 	 	 Principal Activity
	 	 LS&Co.
	 	 Supplier

	 	 	 	 	 LSA
	 	 LSE
	 	 AMA
	 	 LSA
	 	 LSE
	 	 AMA

		 	Due diligence for escheatment processing for unclaimed AP payments (applicable for LS US only)	 		 		 		 	X	 		 	
								
		 	Escheatment process for unclaimed Payroll payments	 		 		 		 	X	 		 	
								
		 	Administer escheatment process for unused AR credits	 		 		 		 	X	 		 	

  

									
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	13.	LANGUAGE 

  

							
	 Languages Supported

	 LSA
	  	 LSE
	  	 AMA

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

  

					
	 Countries Supported

	 LSA
	  	 LSE
	  	 AMA

	Brazil	  	Belgium	  	Australia
			
	Canada	  	Czech Republic	  	China
			
	Mexico	  	France	  	Hong Kong
			
	United States	  	Germany	  	India
			
		  	Greece	  	Indonesia
			
		  	Hungary	  	Japan
			
		  	Italy	  	Korea
			
		  	Poland	  	Malaysia
			
		  	Russia	  	New Zealand

  

									
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			Spain		Pakistan
			
			Switzerland		Philippines
			
			Turkey		Singapore
			
			UK		South Africa
			
			Netherlands		Taiwan
			
					Vietnam

  

									
	LS&Co. – Attachment 2.2 – Description of Services – Finance Services		Page 75

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MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 2 

DESCRIPTION OF SERVICES 

ATTACHMENT 2.3.1 

DESCRIPTION OF SERVICES – INFORMATION TECHNOLOGY
SERVICES 
 NETWORK SERVICES 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

	1.	INTRODUCTION 

 Purpose: This Exhibit describes the Services to be performed for
LS&Co. by Supplier pursuant to the Agreement. References: References to an Attachment, Appendix, Section or Article shall be to such Attachment or Appendix to, or Section or Article of, this Exhibit unless otherwise provided. A reference to
Exhibit includes a reference to the Attachments and Appendices attached hereto. Definitions: As used in this Exhibit, capitalized terms shall have the meanings set forth in Exhibit 1. Other terms used in this Exhibit are defined where
they are used and have the meanings there indicated. 
 LS&Co.’s responsibility will focus on all Engineering tasks associated with
supporting Network. This includes items such as certifying new firmware builds, reviewing and testing new technologies, creating documentation and procedures for turnover to the day-to-day teams and implementing automation.

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

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

	2.	IN SCOPE 

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

	 	•	 	24x7 monitoring of network availability & performance 

  

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

  

	 	•	 	Maintenance of standards and design. 

  

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

 

	 	•	 	Root cause analysis and performance analysis 

  

	 	•	 	Telco / OEM co-ordination 

  

	 	•	 	Trend analysis and reporting 

  

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

  

	 	•	 	WAN management (coordination with circuit Providers) 

  

			
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	 	•	 	LAN management 

 Voice & Video 

 

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

  

	 	•	 	Support for Video conference rooms 

  

	 	•	 	Support for Webcast 

  

	 	•	 	Support for Internal Audio conference 

  

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

Common Services 
  

	 	•	 	Hands and Feet Support 

  

	 	•	 	IMACD’s Soft & Hard 

  

	 	•	 	Configuration, Incident & Service Level Management 

  

	 	•	 	Network Documentation 

  

	 	•	 	Supplier Co-ordination 

  

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

 Levis Retained function 

 

	 	•	 	Transport Circuit Ownership 

  

	 	•	 	Financial responsibility for Telecom circuits, and Network hardware 

  

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

  

	 	•	 	Network Product selection 

  

	 	•	 	Building Network configuration standards 

  

	 	•	 	LAN Cabling (Excluding patch cabling) 

  

	 	•	 	Facilities Management 

  

	 	•	 	Warranty, Maintenance and Support Agreements 

  

	 	•	 	Equipment (Hardware) Procurement 

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

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

  

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

  

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

  

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

  

			
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environment. 

  

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

  

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

 

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

 

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

 

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

  

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

  

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

 

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

  

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

  

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

  

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

 2.1. TECHNOLOGY PLATFORMS AND ENVIRONMENT 

Supplier will provide Network Services for the following existing but not limited to technology platforms: 

 

	 	•	 	Cisco Routers 

  

	 	•	 	Cisco Switches 

  

	 	•	 	HP Switches / Routers 

  

	 	•	 	Cisco WAAS / Silver peak 

  

	 	•	 	Cisco Wireless Access Points and LAN Controllers 

  

			
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	 	•	 	Cisco Call Manager 

  

	 	•	 	Cisco Unity 

  

	 	•	 	Lync audio conference 

  

	 	•	 	Polycomm Video conference. 

  

	 	•	 	F5 Load Balancers. 

  

	 	•	 	Infoblock (IPAM) 

 2.2. SUPPORT COVERAGE 

Supplier will monitor and manage LS&Co. WAN, LAN, WLAN, Audio and Video network infrastructure 24x7x365 with a combination of dedicated
remote and onsite resources augmented by partner for hands-on support. 
 The dedicated onsite resources in San Francisco, Singapore,
Westlake and Brussels locations will work local business hours and will follow local working policies including those applying to holidays and leaves. At these dedicated sites resources will be available for after-hours support for Severity 1 and
Severity 2 incidents at no additional charge. 
  

	3.	NETWORK OPERATIONS CENTER (NOC) 

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

															
	 Sl.NO
	 	 Principal Activity
	 	 Supplier
	 	 LS&Co

	 	 	 	 	 LSA
	 	 LSE
	 	 AMA
	 	 LSA
	 	 LSE
	 	 AMA

	1	 	Physical Scope	 		 		 		 	
								
	1.1	 	The Supplier will perform the Services at locations required to meet LS&Co.’s business objectives. These include the locations mutually agreed between Supplier and LS&Co.’s as per Exhibit 7.	 	x	 	x	 	x	 	x	 	x	 	x
								
	2	 	Demarcation Boundaries of the Services	 		 		 		 		 		 	
								
	2.1	 	The Supplier will perform the Services within the physical boundaries of the Network Services	 	x	 	x	 	x	 		 		 	
								
	2.2	 	WAN and Analog lines in stores will be Supplier coordination only.	 	x	 	x	 	x	 		 		 	
								
	2.3	 	Manage Billing and invoicing for Retail analog lines.	 	.	 		 		 	X	 	X	 	X
								
	2.4	 	Unmanaged devices like (Hubs and any network devices which are not SNMP enabled) will be Supplier co ordination	 	x	 	x	 	x	 		 		 	
								
	3	 	General Management and Administration	 		 		 		 		 		 	

  

			
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			Services												
								
	3.1		Act as a single point of contact for the management and administration of the Network within the scope of this Contract		x		x		x						
								
	3.2		Implement approved Network strategies in support of business objectives and in accordance with Change Management process.		x		x		x						
								
	3.3		Analyze and propose cost-effective Network Service alternatives.		x		x		x						
								
	3.4		Support all telecommunication protocols approved for use by LS&Co.’s.		x		x		x						
								
	3.5		Monitor the compliance of all Third-Party Suppliers with any service levels, or contractual commitments contained in any agreement between LS&Co.’s and Third-Party Suppliers.		x		x		x						
								
	3.6		Network services asset management will be reviewed/updated on a monthly basis to ensure accuracy in LS&Co.’s CMDB/Asset database. This will also include periodic review/reconciliation as requested by LS&Co. Using the
report from HP NNMi and ITAM (Service Now).		x		x		x						
								
	4		Third-Party Supplier Management and Coordination												
								
	4.1		Manage and coordinate the activities of all Third-Party Suppliers where The Third-Party Supplier provides services to LS&Co.’s in direct support of the Network.		x		x		x						
								
	4.2		Notify LS&Co.’s and the Third-Party Supplier of each Third-Party Supplier failure to perform in accordance with the provisions of its agreement.		x		x		x						
								
	4.3		Evaluate and recommend retention, modification, or termination of a Third-Party Supplier based on the performance or cost benefits to LS&Co.’s as tracked by the Supplier.		x		x		x						
								
	5		Architecture Services												
								
	5.1		Define Strategy, Standards and High Level Architecture – Design Authority								x				
								
	5.2		Review standards and provide input		x										
								
	6		Network Operations and Management												
								
	6.1		 Operations and Management of all in-scope network equipment and any future network devices and Network Services that are added by agreement
to the
  
 scope – all devices in this scope must support SNMP Read / Write
		x		x		x						
								
	6.2		Perform Network configuration management backups		x		x		x						

  

			
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			according to LS&Co. standards.												
								
	6.3		For LS&Co’s owned equipment provide Network services for Level 1,2 &3 for WAN, LAN, Video, Wireless, remote access VPN, Firewalls, Load Balancers and Call Manager and Unity Voicemail		x		x		x						
								
	6.4		Provide physical network management (devices & circuits)								x		x		x
								
	6.5		Procurement, Financial responsibility with the Telecom carrier and third parties for cabling as well as Procurement & financial responsibility of all network devices								x		x		x
								
	6.6		Raise the PO for new devices								x		x		x
								
	6.7		Perform 1st – 3rd Level network problem determination and resolution for Network Services		x		x		x						
								
	6.8		Perform third party Supplier management and performance management		x		x		x						
								
	6.9		Approve Preventative Maintenance time window.								x		x		x
								
	6.10		Perform manufacturer prescribed preventive maintenance		x		x		x						
								
	6.11		Provide audit logs of all activity with network equipment		x		x		x						
								
	6.12		Provide monthly proactive reporting, analysis, solutions		x		x		x						
								
	6.13		Perform patching between jack panel and Network equipment in Datacenters. Require Supplier to perform this for field site locations by coordinating with local site contacts or sending a dispatch partner (cost paid by
LS&Co’s) as defined by LS&Co.		x		x		x						
								
	6.14		Perform IP Address administration using agreed tools.		x		x		x						
								
	6.15		Perform IMAC IP Addressing changes		x		x		x						
								
	7		Network Monitoring												
								
	7.1		Perform proactive network monitoring using agreed upon management systems		x		x		x						
								
	7.2		Respond to alerts using agreed upon tools in order to meet Service Levels		x		x		x						
								
	7.3		Monitor report and investigate bandwidth spikes / exceeding of thresholds. In the case of the WAN this is in conjunction with the Telecom Service Provider		x		x		x						
								
	7.4		Implement Monitoring for all LS&CO’s owned equipment (Routers, Network LAN, Firewalls, Load Balancers, remote access, Call Manager, Unity Voicemail, Wireless, Video, Voice). Coordinate for resolution of the incident with
Telecom service provider and other third parties for hardware/services		x		x		x						

  

			
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			provided by them												
								
	7.5		Coordinate with Telecom service provider for ADSL and other links terminated at stores		x		x		x						
								
	7.6		Coordinate with Telecom service provider for new requests.		x		x		x						
								
	7.7		Coordinate with Telecom service provider for incidents related to WAN links and Network equipment provided by Telecom service providers.		x		x		x						
								
	7.8		LS&Co.’s to inform Supplier on new links to be installed and existing links to be removed for Retail stores								x		x		x
								
	7.9		Coordinate with Telco providers to have new links installed and existing links removed for Retail stores		x		x		x						
								
	7.10		Coordinate with LS&Co. retail business on network changes as part of retrofits.		x		x		x						
								
	7.11		store opening, closing will be covered as part of a project		x		x		x						
								
	8		Hardware and Software Management												
								
	8.1		Develop installation plan for IMACs		x		x		x						
								
	8.2		Procure new equipment and necessary Software / Hardware upgrades								x		x		x
								
	8.3		Schedule installation and cut-over activities for IMACs		x		x		x						
								
	8.4		Coordinate with onsite LS&Co.’s staff / dispatch technicians or hardware maintenance service provider to perform Network hardware maintenance services as needed		x		x		x						
								
	8.5		 Perform hardware receiving and staging at LS&Co.’s locations for IMACs

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

  

			
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	8.9		Coordinate (Telecom Service provider equipment) resolution of hardware related problems		x		x		x						
								
	8.10		Perform regular maintenance on in-scope Assets (IOS standardization, check on EOL/EOS devices and updating LS&Co.’s for replacing the same etc.)		x		x		x						
								
	8.11		Coordinate and Validate warranty maintenance and replacements with third parties when applicable		x		x		x						
								
	9		Software Configuration and Firmware Management												
								
	9.1		Maintain Records for Supported Software and Firmware Versions in LS&Co.’s CMDB/Asset database.		x		x		x						
								
	9.2		Recommend Software Licenses and associated firmware to ensure supported releases are in use		x		x		x						
								
	9.3		Perform agreed installation and deployment activities for IMAC		x		x		x						
								
	9.4		Maintain agreements to procure software and firmware releases to keep them current		x		x		x						
								
	9.5		Review and approve software and firmware upgrade requests								x		x		x
								
	9.6		Document and maintain configuration management processes and ensure they are consistently followed		x		x		x						
								
	9.7		Review and approve configuration management processes								x		x		x
								
	9.8		Establish standard configurations for Equipment and software		x		x		x						
								
	9.9		Review and approve standard configurations for equipment and software								x		x		x
								
	10		Moves, Adds and Changes (MAC)												
								
	10.1		Define user requirements								x		x		x
								
	10.2		Validate MAC requests		x		x		x						
								
	10.3		Provide and Procure facility environment, space, cabling, power, cooling and including under floor cabling, fiber and dark fiber								x		x		x
								
	10.4		Plan and schedule IMACs		x		x		x						
								
	10.5		Develop installation and configuration specification of new equipment that is required for IMAC purposes		x		x		x						
								
	10.6		Implement and / or manage installation and configuration of IMAC.		x		x		x						
								
	10.7		Perform test and cutover and validation for IMAC. These activities will be performed remotely. If smart hands and feet are required, these steps will be		x		x		x						

  

			
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			performed onsite.												
								
	10.8		Perform user notification for IMAC. These activities will be performed remotely.		x		x		x						
								
	11		Transport, Carrier and Connectivity Management												
								
	11.1		Procure circuits and bandwidth for network services								x		x		x
								
	11.2		Manage third party contracts like Cisco Smartnet etc. Supplier will be responsible for updating LS&Co.’s on the expiry or change of support coverage only. LS&Co.’s will be financially responsible for
renewing/upgrading the contracts.		x		x		x						
								
	11.3		Reviews and approve changes to third party contracts								x		x		x
								
	11.4		Manage, Coordinate and resolve with Telecom carriers and third party Suppliers for any network problems		x		x		x						
								
	11.5		Monitor network for failures and performance		x		x		x						
								
	11.6		Provide availability, Root Cause Analysis and performance reports on a monthly basis using Telecom Carrier provided information for both WAN and Voice circuits		x		x		x						
								
	11.7		Perform coordination of end to end testing during Carrier outages		x		x		x						
								
	12		Telecom												
								
	12.1		Monitor and resolve Voice Network alerts and events [console monitoring]		x		x		x						
								
	12.2		Soft MACD (remote installations) for phone, Voice Mail and Voice Gateways		x		x		x						
								
	12.3		Perform dial plan changes		x		x		x						
								
	12.4		Notifications and resolution for the voice incident tickets		x		x		x						
								
	12.5		Resolve Voice Device/Voicemail failures/ troubleshooting		x		x		x						
								
	12.6		Perform Voice device software patch application		x		x		x						
								
	12.7		Procure Voice circuits, Hardware, Software, Cabling Services and Infrastructure to support the Managed Service and necessary upgrades								x		x		x
								
	12.8		Coordinate and validate installation of Voice circuits		x		x		x						
								
	12.9		Perform/Coordinate installation of Voice network hardware		x		x		x						
								
	12.10		Physical installation/movements of the phones / Gateway		x		x		x						
								
	13		Cabling and Wiring Services												
								
	13.1		The Supplier’s responsibilities will include:												

  

			
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	13.2		Coordinate Support and Commission, as required, Facilities provision of Cabling and intra-floor and inter-floor Wiring, within the Supplier physical demarcation boundaries.		x		x		x						
								
	13.3		Supplier will coordinate and validate the installation of physical cabling in all LS&Co.’s locations		x		x		X						
								
	13.4		Supplier will be responsible for Datacenter Patch Cabling.		x		x		x						
								
	13.5		Third party cabling Supplier will be responsible for all structured cabling and any long runs of cabling in Datacenter.		x		x		x						
								
	13.6		Interact with LS&Co.’s real estate, landlord management, and other Authorized Users so that Cabling and Wiring requirements are properly communicated and managed.		x		x		x						
								
	14		WAN Acceleration												
								
	14.1		Manage, Troubleshoot and resolve the WAN Acceleration environment to assure adequate caching and optimization so that connection limits are not exceeded.		x		x		x						
								
	14.2		Maintain software level compliance for all WAN Acceleration systems		x		x		x						
								
	14.3		Where applicable, suggest a WAN Accelerator service to connect LS&Co.’s Sites to the existing WAN infrastructure.		x		x		x						
								
	15		Wired LAN Services												
								
	15.1		The Supplier’s responsibilities will include:												
								
	15.2		Provide wired systems support for LS&Co.’s wired LAN environment to include Network Services		x		x		x						
								
	15.3		Coordinate with Suppliers for LAN cabling and for any unmanaged devices like Hubs.		x		x		x						
								
	15.4		Supplier will perform punch down work at the Datacenter		x		x		x						
								
	15.5		Third-party cabling Supplier will perform device cabling at all other LS&Co. locations and Supplier will do coordination work.		x		x		x						
								
	15.6		Unmanaged devices like hubs will be supported at a “Best Effort” basis		x		x		x						
								
	15.7		Adhere to IEEE standards as well as Client technical and security guidelines with regard to wired LANs.		x		x		x						
								
	15.8		Comply with all security policies and requirements.		x		x		x						
								
	15.9		Support and update all new Hardware documentation for the wired LAN environment and store it in a LS&Co. owned repository.		x		x		x						

  

			
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	16		Wireless LAN Services												
								
	16.1		Provide wireless Systems support ,		x		x		x						
								
	16.2		Troubleshoot and resolve issues at all LS&Co. locations.		x		x		x						
								
	16.3		Manage security systems (for example, authentication and authorization servers) associated with wireless LAN Systems.		x		x		x						
								
	16.4		Adhere to IEEE standards as well as Client technical and security guidelines with regard to wireless LANs.		x		x		x						
								
	16.5		Comply with all radio frequency (RF) regulations.		x		x		x						
								
	17		Conferencing Services												
								
	17.1		Provision, configure, install, operate, support and maintain all In-Premise Conferencing Systems.		x		x		x						
								
	17.2		Assume responsibility for In-Premise Conference System set-up, for testing and implementation of Changes, and for providing conference bridge operation.		x		x		x						
								
	17.3		Manage and coordinate all Third-Party Suppliers associated with the provision of Conferencing Services.		x		x		x						
								
	17.4		Perform periodic Conferencing System testing to validate that individual components and the overall system are working correctly.		x		x		x						
								
	17.5		Perform preventive maintenance in accordance with the manufacturer’s specifications for all In-Premise Conferencing Systems located and maintained at LS&Co.’s Sites.		x		x		x						
								
	17.6		Perform Firmware updates and configuration changes as required		x		x		x						
								
	18		Video Conferencing Services												
								
	18.1		Schedule video conferencing facilities support.		x		x		x						
								
	18.2		Manage and maintain the calling directory.		x		x		x						
								
	18.3		Use the centralized management system provided by LS&Co.’s to perform daily monitoring of the status of IP-based Connectivity to all Video Conferencing Systems.		x		x		x						
								
	18.4		Troubleshooting and resolve any issues related to the video conference system		X		X		x						
								
	18.5		Assist users with real-time issues		X		X		x						
								
	18.6		Require Supplier to provide onsite support during any executive town hall events (Dry Run Test, preparation on day of etc.)		X		X		x						
								
	18.7		Supplier will perform firmware/software updates for both infrastructure and room system equipment. (Excludes the cabling, lighting or any other facilities		X		X		X						

  

			
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			related upgrades)												
								
	19		Store Infrastructure												
								
	19.1		WAN Infrastructure												
								
	19.1.2		Dispatch Supplier technicians as necessary to resolve store-networking issues.		X		X		X						
								
	19.1.3		Any cabling issues will be provided by Supplier. Any structural cabling/line cabling will done on Time and Material basis (Excluding patch cabling)		X		X		X						
								
	19.1.4		 Coordinate with Third party cabling Supplier for all Retail Store cabling infrastructure management

 
 -Installation

-Support
 -Design

-Testing
 -Liaison with business on requirements
		x		x		x						
								
	19.1.5		Reactive monitoring support for WAN links and routers		x		x		x						
								
	19.1.6		Coordinate with Telecom service providers for all WAN link incidents		x		x		x						
								
	19.1.7		Coordinate with Telecom Service provider for all WAN router incidents		x		x		x						
								
	19.1.8		Manage requests for WAN service changes including adding new links and removing existing links		X		X		X						
								
	19.2		LAN Infrastructure - Wired												
								
	19.2.1		Coordinate with Telecom service provider for all LAN ports provided on the ADSL routers		x		x		x						
								
	19.2.2		Proactive monitoring for switch ports on ADSL routers will be done by Telecom service provider		x		x		x						
								
	19.2.3		Proactive monitoring for all store networking devices which are SNMP enabled and owned by LS&Co.’s (Currently only 1 Switch per store in LSA and LSE is being assumed. AMA as Switch ports are provided on ADSL router itself
there will be no proactive monitoring. If there are any other network devices then the same will be discussed with LS&Co.’s and added as scope change)		x		x		x						
								
	19.2.4		Provide incident resolution for all store-networking devices owned by LS&Co.’s and which are SNMP enabled.		x		x		x						
								
	19.2.5		Manage requests for updates to store LAN technology including adding new and removing existing. (Assumed this to be a part of store installation count)		X		X		X						
								
	19.3		LAN Infrastructure - Wireless												
								
	19.3.1		Support all store wireless technologies.		X		X		X						

  

			
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	19.3.2		Manage requests for updates to store Wireless infrastructure changes including adding new and removal of existing.		x		x		x						
								
	19.3.3		Mounting of Wireless access point to the ceiling will be performed by the Third party cabling Supplier.		X		X		x						
								
	19.3.4		Manage the Motorola Wireless currently deployed leveraging LS&Co’s tools. (Dude Monitoring, Motorola WiNG)		X										
								
	19.4		Analog Lines												
								
	19.4.1		Co-ordinate with Telecom service provider for all incidents and requests		x		x		x						
								
	19.4.2		Incident logging with Telecom service provider		x		x		x						
								
	19.4.3		Manage Telecom service billing								X		X		X
								
	20		Load Balancers												
								
	20.1		Performing on-going administration, management and monitoring of Load Balancers devices.		x		x		x						
								
	20.2		Load balance policy Configuration (including rule-base addition / modification / deletion)		x		x		x						
								
	20.3		Defining new server farms, real servers		x		x		x						
								
	20.4		Integration or Deletion of new or existing new server farms		x		x		x						
								
	20.5		Perform backup and Restoration of the load balancer configuration		x		x		X						
								
	20.6		Supplier will implement the latest software upgrade, patch release, bug fix and hardware fix and version updates once certified by Engineering.		X		x		x						
								
	20.7		Perform user access management on Load Balancer		x		x		X						
								
	20.8		Incident Management to include resolution related to performance and availability of Load Balancer		x		x		X						
								
	20.9		Device configuration changes by following Change Management process		x		x		x						
								
	20.10		Supplier will install/configure new load balancers / guests according to LS&Co. standards.		x		x		x						

  

	4.	PROJECT SUPPORT 

  

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

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

 

	 	1.	Steady State Projects 

  

			
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	 	2.	Project Pool Hour Projects 

  

	 	3.	Major Projects 

  

	1.	STEADY STATE PROJECTS 

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

  

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

 

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

  

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

Examples of work performed as Steady State Projects are system upgrades, hardware and software refreshes, and equipment installations and modifications across
Service Towers. The total hours allocated to Steady State Projects in any given month cannot exceed 5% of the then current total monthly Steady State Staff FTE hours allocated for each Service Tower (the “Steady State Cap”). For example,
if there are 20 FTEs comprising the Steady State Staff for NOC Services, the Steady State Cap for the NOC Service Tower for the month would equal 3,200 hours x 5% = 160 (assuming a 4 week month at 40 hours/week). LS&Co. will not receive an
invoice credit if the hours used for Steady State Projects for a given month are less than the Steady State Cap. 
 Steady State Projects are included in
the Base Fees and will not incur additional charges. LS&Co. may, in its discretion, allocate Project Pool Hours for the completion of any Steady State Project in excess of the Steady State Cap. LS&Co. may not split a longer duration Project
(i.e., a Project in excess of 40 hours) into multiple smaller Projects in order to use up any unused hours for the month. 
 The prioritization of Steady
State Projects will be handled by the Operating Committee as part of the Services Governance between LS&Co. and Supplier. If LS&Co. determines that a Steady State Project will take priority over achievement of a Service Level Agreement
for a given month, LS&Co. will issue a written Service Level exception to the Service Provider. The total projects hours available from the steady state resource pool is 840 hrs. / year spread evenly across each month 

 

	2.	PROJECT POOL HOURS PROJECTS 

 Project Pool Hours Projects are Projects greater than 40 hours in
duration that are performed by the Project Pool Staff. Project Pool Hours Projects may also include Projects of equal to or less than 40 hours in duration that exceed the Steady State Cap. 

These will be further sub-divided into 
  

	 	a)	Network related infrastructure led projects 

  

			
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 Supplier will provide the infrastructure Project Pool hours to LS&Co. each year for a 5 year period,
based on the Project forecasts provided by LS&Co. Currently this pool constitutes of 5,000 for network i.e. total of 4,160 project hour/year that can be leveraged for network related infrastructure led projects This Project Pool will be
available based on priorities established by LS&Co. and communicated to Service Provider on a weekly basis. Service Provider will provide an estimate of the Project Pool hours required for each Project Pool Hours Project by Skillset Category for
review and approval by LS&Co. LS&Co. will draw down these hours over time, and such use will be reported by Service Provider on a monthly basis.

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

Westlake – 1 resource (Data), India - 1 resource (Voice) 
  

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

  

	 	b)	Application-led projects 

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

	3.	MAJOR PROJECTS 

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

  

			
	LS&Co. – Attachment 2.3.1 – Description of Services – Information Technology Services – Network Services		Page 15

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EXECUTION VERSION 

MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 2 

DESCRIPTION OF SERVICES 

ATTACHMENT 2.3.2 

DESCRIPTION OF SERVICES – INFORMATION TECHNOLOGY
SERVICES 
 DESKSIDE SUPPORT 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

	1.	INTRODUCTION 

 Purpose: This Exhibit describes the Services to be performed for
LS&Co. by Supplier pursuant to the Agreement. References: References to an Attachment, Appendix, Section or Article shall be to such Attachment or Appendix to, or Section or Article of, this Exhibit unless otherwise provided. A reference to
Exhibit includes a reference to the Attachments and Appendices attached hereto. Definitions: As used in this Exhibit, capitalized terms shall have the meanings set forth in Exhibit 1. Other terms used in this Exhibit are defined where
they are used and have the meanings there indicated. 
 Without limiting Section 2 of the Agreement, the Services include
(a) the services, functions and responsibilities described in this Attachment; and (b) the services, functions and responsibilities identified in the roles and responsibilities matrices contained within this Attachment for which Supplier
is responsible (i.e., those Services which have an “X” in the column labeled Supplier). 
  

	2.	CORPORATE AND RETAIL DESKSIDE SUPPORT 

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

	 	•	 	End User Computing Services 

  

	 	•	 	Field Support Services for Corporate Users 

  

	 	•	 	Field Support Services for Retail Users 

  

	 	•	 	Desktop Engineering Services 

 Supplier will support the following End User categories as
designated: 
  

	 	a.	Corporate locations support ; 

  

	 	b.	Retail store support ; 

  

	 	c.	Executive End Users 

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

Also Supplier will be responsible for Desktop Engineering services 
  

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

  

	 	•	 	AD Group Policy Management – Management of the existing policy 

  

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

  

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

 

	 	•	 	Application Deployment Management 

  

	 	•	 	Image Certification Management 

  

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

 

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

  

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

 

	 	•	 	PC Patch Management 

  

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

 

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

  

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

  

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

  

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

  

													
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	 	 	 LSA
	 	 LSE
	 	 AMA
	 	 LSA
	 	 LSE
	 	 AMA

	 INSTALLATIONS, MOVES, ADDS, CHANGES

AND DISPOSAL (IMACD)
	 		 		 		 		 		 	
							
	Provide or oversee, as appropriate, all installations, de-installations, cascades, moves, add and changes for all EUC Equipment, Software, and related Services at LS&Co. Corporate and Retail Sites.	 	x	 	x	 	x	 		 		 	
							
	Coordinate, plan, and schedule IMACs with all affected IT functions (whether the function is included within the Services provided by Supplier, as a LS&Co. retained functions or a Third Party).	 	x	 	x	 	x	 		 		 	
							
	Create and document the processes to enable IMAC execution for each Software and/or Equipment component, and obtain LS&Co’s approval for such processes and documentation	 	x	 	x	 	x	 		 		 	
							
	Coordinate and communicate with designated LS&Co. personnel or other Third Parties, concerning scheduling and requirements so as to minimize the business impact on Authorized Users.	 	x	 	x	 	x	 		 		 	
							
	Provide physical space for storage of End User	 	x	 	x	 	x	 	x	 	x	 	x

  

			
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EXECUTION VERSION 
  

													
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	Equipment, Software, parts, Network, cabling, or any other services necessary to execute the IMAC	 		 		 		 		 		 	
							
	Coordinate the scheduling and dispatching of appropriate technicians, including Third-Party Vendors	 	x	 	x	 	x	 		 		 	
							
	Perform any required backup procedures in accordance with Change Management guidelines	 	x	 	x	 	x	 		 		 	
							
	Re-load data or back up files as necessary	 	x	 	x	 	x	 		 		 	
							
	Set up security, file access, and other administrative procedures associated with the IMAC	 	x	 	x	 	x	 		 		 	
							
	Test the Equipment, Software, and related Services after the implementation of the IMAC to include network access (e.g., file open and print routing capabilities, remote connectivity, Internet/intranet access, etc.).	 	x	 	x	 	x	 		 		 	
							
	Provide desk-side orientation training materials appropriate to the Authorized User(s) receiving the IMAC.	 	x	 	x	 	x	 		 		 	
							
	If asset Tag is being used, affix an asset identifier tag to the asset and update the Asset Inventory and Management System in a timely manner when any Equipment or Software changes are implemented by Supplier or reported by
LS&Co.	 	x	 	x	 	x	 		 		 	
							
	Monitor client satisfaction and closely monitor Service Levels throughout the IMAC activity and following the delivery at predetermined intervals.	 	x	 	x	 	x	 		 		 	
							
	Manage the recording and collection of the required inventory information and update the inventory system (or other LS&Co. inventory system)	 	x	 	x	 	x	 		 		 	
							
	Provide IMAC services for new store openings, store closing and store retrofits as a part of the IMAC visit as mentioned in section 3 of this SOW “Services Environment”.	 	X	 	X	 	X	 		 		 	
							
	Disposal Services	 		 		 		 		 		 	
							
	Adhere to the relevant LS&Co. Policies covering the decommissioning and disposal of equipment and any other disposal standards notified by LS&Co. to Supplier	 	x	 	x	 	x	 		 		 	

  

			
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EXECUTION VERSION 
  

													
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	from time to time and provide a Report to LS&Co. certifying sanitization in accordance with this LS&Co. Policy	 		 		 		 		 		 	
							
	Remove all data from the Supported Equipment and arrange the disposal of cleansed Supported Equipment which is not appropriate for refurbishing and has been approved for disposal by LS&Co.	 	x	 	x	 	x	 		 		 	
							
	Provide a channel (disposal vendor) to dispose of Supported Equipment securely and in accordance with Applicable Law	 		 		 		 	x	 	x	 	x
							
	All LS&Co. asset management policies will be followed as part of the disposal process	 	X	 	X	 	X	 		 		 	
							
	OPERATIONS AND TECHNICAL SUPPORT	 		 		 		 		 		 	
							
	Provide onsite support or dispatch of support specialists as necessary to provide Authorized Users with operational and technical support and to meet specified Service Levels.	 	x	 	x	 	x	 		 		 	
							
	Coordinate its activities with the Service Desk, and provide Level 2 and Level 3 Support to the Service Desk and/or Authorized Users as necessary.	 	x	 	x	 	x	 		 		 	
							
	Resolve Incidents and Problems associated with EUC Equipment and Software, and provide break/fix support, advice, and assistance to Authorized Users.	 	x	 	x	 	x	 		 		 	
							
	Responsible for resolving all Incidents and Problems associated with failure or degradation of Services related to EUC Equipment and Software.	 	x	 	x	 	x	 		 		 	
							
	Coordinate efforts with Third-Party service and maintenance providers as necessary to keep EUC Equipment and Software in good working order.	 	x	 	x	 	x	 		 		 	
							
	Perform proactive and reactive troubleshooting to effectively identify potential Incidents or Problems, and attempt to eliminate them before they occur.	 	x	 	x	 	x	 		 		 	
							
	Identify the scope of an Incident and request or a Problem, and provide operational and technical assistance to remedy the Incident or Problem.	 	x	 	x	 	x	 		 		 	

  

			
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EXECUTION VERSION 
  

													
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

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

 
 -Brussels
  

-Paris
  

-Spain
  

-SFO – Includes Retail Lab
	 	X	 	X	 	X	 		 		 	
							
	 Provide L2 support in local languages which includes but not limited to (Retail store technology, support, support new initiatives, support
store open, closes and retrofits, vendor coordination, maintain knowledge base)
  
 -Will
provide support during all store hours. After-hours support is required for P1/P2 incidents.
  

-Maintain metrics of store downtime, ticket volumes, service levels, root cause analysis, reporting
	 	X	 	X	 	X	 		 		 	
							
	Coordinate with Retail store staff for all technical dispatch situations	 	X	 	X	 	X	 		 		 	
							
	Store technology changes, additions and holiday readiness activities will be supported with IMAC or DSS services	 	X	 	X	 	X	 		 		 	
							
	 Retail tower management
  

•      Status reporting

•      Incident analysis & reporting

•      Queue management & reporting

•      Incident trend analysis & reporting
	 	X	 	X	 	X	 		 		 	

  

			
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EXECUTION VERSION 
  

													
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	 •      Resource management

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

 

•      Maintain and report metrics of store downtime

•      Maintain and report metrics of tickets volumes

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

•      Maintain and report metrics for Service Level’s
	 	x	 	x	 	x	 		 		 	
							
	 Manage Retail lab including the following
  

•      Perform testing for Retail equipment this could include software or hardware
testing.
 •      Reproduce and test technical errors

•      Maintain Lab equipment

•      Maintain processes for testing
	 	x	 	x	 	x	 		 		 	
							
	 •      Providing funding for necessary lab infrastructure
	 		 		 		 	x	 	x	 	x
							
	DESKTOP PATCH MANAGEMENT	 		 		 		 		 		 	
							
	Install Third-Party-supplied corrections and Patches to all end user PC devices as necessary.	 	x	 	x	 	x	 		 		 	
							
	Confirm compatibility or special requirements before widespread installation including compliance with LS&Co. Software Quality Standards.	 	x	 	x	 	x	 		 		 	
							
	Distribute security patches to comply with LS&Co. IT Security policies.	 	x	 	x	 	x	 		 		 	
							
	Provide monthly reporting to LS&Co. on the installation of all patches	 	x	 	x	 	x	 		 		 	
							
	ELECTRONIC SOFTWARE DISTRIBUTION	 		 		 		 		 		 	
							
	Utilize the existing electronic Software distribution system that effectively and efficiently distributes new Software to LAN-connected workstations located at	 	x	 	x	 	x	 		 		 	

  

			
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EXECUTION VERSION 
  

													
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	LS&Co. Sites and to remotely connected workstations in a timely manner. This may require alternative transport methods (for example, CDs, etc.) because of size and bandwidth parameters.	 		 		 		 		 		 	
							
	With respect to LS&Co. developed applications, distribute Software, install Software, and install upgrades as required by LS&Co	 	x	 	x	 	x	 		 		 	
							
	Schedule Software distributions to minimize Authorized User disruption, and without Authorized User assistance and interaction, in order to support time-critical release upgrades, and to maintain current projects.	 	x	 	x	 	x	 		 		 	
							
	Perform Software distributions consistent with the configurations associated with Standard Products, as applicable, independent from the distribution media (for example, LAN, WAN, dial-up, CD ROM, etc.).	 	x	 	x	 	x	 		 		 	
							
	Use an SCCM / LS&Co. tool for Software distribution solution that provides consistent and efficient Software deployments for Software configuration changes.	 	x	 	x	 	x	 		 		 	
							
	Create and maintain automated installation packages for all software utilized on more than ten (10) workstations, or for any LS&Co. requested installation (i.e. – due to complexity or validation reasons, it may be desirable
to automate small-deployed applications). This includes updates and patches for all packaged installations.	 	x	 	x	 	x	 		 		 	
							
	Wherever possible, install Software via an automated installation package without Authorized User interaction needed to verify a harmonized installation globally and to reduce lost productivity due to a missing or wrong application
configuration.	 	x	 	x	 	x	 		 		 	
							
	Ensure any software installation/distribution does not adversely affect existing installations. Procedure, testing and documentation must comply with LS&Co. Software Quality standards and requirements.	 	x	 	x	 	x	 		 		 	
							
	Maintain exception process for designated workstations and/or sites, to ensure software patches and distributions do not automatically install, reboot or disrupt operations on exception PCs (as defined by LS&Co).	 	x	 	x	 	x	 		 		 	
							
	Provide Software distribution processes to support different Authorized User environments in an automated way (for example, LS&Co. LAN and WAN, home	 	x	 	x	 	x	 		 		 	

  

			
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EXECUTION VERSION 
  

													
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	offices, Authorized Users working remotely, etc.).	 		 		 		 		 		 	
							
	Provide a transparent deployment mechanism independent from the distribution media (for example, LAN, WAN, dial-up, CD ROM, etc.).	 	x	 	x	 	x	 		 		 	
							
	Provide processes to link Software distributions and workstation inventories in order to verify the success of local and global deployments and to provide the ability to implement and track configurations.	 	x	 	x	 	x	 		 		 	
							
	Provide to LS&Co., and as required by LS&Co., software distribution device target counts and success results.	 	x	 	x	 	x	 		 		 	
							
	Resolve all failed software distribution	 	x	 	x	 	x	 		 		 	
							
	Continually review and improve the percentage of EUC devices that can be reached and updated with the electronic Software distribution system.	 	x	 	x	 	x	 		 		 	
							
	Provide the global SCCM 2012 infrastructure for the software distribution	 		 		 		 	x	 	x	 	x
							
	Using SCCM 2012, Track & Report Desktop License usage for Corporate and Retail	 	X	 	X	 	X	 		 		 	
							
	 Track license usage for non-SCCM connected sites as a part of the onsite visit (IMAC , Desk Side Software or Break Fix) which can be
generated as a part of the Service Requests.
  
 The details of the number of (IMAC, Desk
Side Software and Break Fix) issues are provided in section 3 in this SOW under “Services Environment”
	 	X	 	X	 	X	 		 		 	
							
	SOFTWARE PACKAGING SERVICES	 		 		 		 		 		 	
							
	 As part of the Packaging Services, Supplier will:
  

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

2.      create Packages for different LS&Co. configurations

 
 3.      create
updates to existing Packages (e.g., patching, configuration  changes or version changes); and
	 	x	 	x	 	x	 		 		 	

  

			
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	 Principal Activity
		 Supplier
		 LS&Co.

							
	Utilize the existing tool set to generate the Package deployment success and failure reporting		x		x		x						
							
	 In performing the Packaging Services, Package the software so that:
		x		x		x						
								
	a)		 each Package is packaged in accordance with, and meets, the LS&Co. packaging standards (as such LS&Co. packaging standards may be changed by
LS&Co. from time to time); and
												
								
	b)		 each Package, once distributed to the Workstations, is capable of correct installation (and back-out) on the Workstations without any End User
intervention.
												
							
	 Provide the current library of documentation that reflects the complexity and diversity of the environment and that enhances the Software
support process. This library should contain all EUC software installed and supported, source code location, installation instructions (manual and automated/packaged), prerequisites, other application dependencies, patches required, version history
and information, and quantity deployed.
								x		x		x
							
	Maintain a library of documentation that reflects the complexity and diversity of the environment and that enhances the Software support process. This library should contain all EUC software installed and supported,
source code location, installation instructions (manual and automated/packaged), prerequisites, other application dependencies, patches required, version history and information, and quantity deployed.		x		x		x						
							
	Maintain master copies of the Software associated with Standard Products in a secure, central location. Distributed copies also need to be available for each region to ensure updates and installations can be performed in
a reasonable manner (i.e. no performance lag due to WAN bandwidth).		x		x		x						
							
	Prior to the start of each calendar quarter, give notice to LS&Co. of all major installations and upgrades of Software that are planned to occur in the quarter for		x		x		x						

  

			
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	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	which notice is being given. Provide at least two weeks’ notice for all planned software distributions that are not the result of a user request. Provide immediate notice to LS&Co. for any ‘emergency’ (i.e.
security related) distributions.	 		 		 		 		 		 	
							
	Consult with LS&Co. on the timing for implementing Software updates, to be determined by LS&Co. Perform technical impact assessment of any proposed update; i.e. impact to validated applications.	 	x	 	x	 	x	 		 		 	
							
	Define and check for particular Software signatures.	 	x	 	x	 	x	 		 		 	
							
	Check the presence and version of Software on specific devices. Provide ad-hoc/on-demand reporting to LS&Co. as needed.	 	x	 	x	 	x	 		 		 	
							
	Update Asset Management and Configuration Management Systems.	 	x	 	x	 	x	 		 		 	
							
	Remedy any defects relating to Packaging of a Package that are identified before, during or after deployment of the Package.	 	x	 	x	 	x	 		 		 	
							
	Determine the compatibility of End User Software with other Software in the Services Environment in accordance with the Software Certification Services	 	x	 	x	 	x	 		 		 	
							
	Provide Test Labs and utilize the existing tools being used for application packaging	 		 		 		 	x	 	x	 	x
							
	The Tools used by Supplier to perform the Packaging will be subject to LS&Co.’s approval and should complement / integrate with the other tools and technologies used by LS&Co	 	x	 	x	 	x	 		 		 	
							
	 carry out appropriate quality assurance tests (“QA Tests”) on the packaging components of the package (but not the functionality of
the Packaged Software itself) to verify, at a minimum:
  
 that the
Package functions correctly within the Services Environment;
  
 that
the Package was packaged in accordance with the Packaging Standards; and
  
 that the
Package is able to completely install on the Workstations and Distributed Servers, in conjunction with the existing End User Software or Distributed Server Software, as relevant;
	 	x	 	x	 	x	 		 		 	

  

			
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	 Principal Activity
	 	 Supplier
	 	 LS&Co.

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

  

			
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	 Principal Activity
	 	 Supplier
	 	 LS&Co.

							
	 1.      Ensure that any Whole Unit Spare that it provided to an End
User:
  
 (a)    is a
comparable item of Equipment with the Equipment that is being replaced;
 (b)    in the case of
Peripherals, is compatible with the End User’s Workstation;
 (c)    in the case of
Workstations, has the same End User Software and data installed and the same configurations as the End User’s Workstation; and
  

2.      is operating correctly and ready for End User use.
	 	x	 	x	 	x	 		 		 	
							
	 For Workstation Whole Unit Spares, Supplier will transfer the necessary End User Software and data to such Whole Unit Spare and assist End Users in
restoring files
	 	x	 	x	 	x	 		 		 	
							
	 LS&Co. will own all spares and the shipment material and cost of spares
	 		 		 		 	x	 	x	 	x
							
	 Pull & Ship from Depot locations.
	 	x	 	x	 	x	 		 		 	
							
	 Manage return shipping and repair of damaged components
	 	x	 	x	 	x	 		 		 	
							
	 Identifies any failed End User Computing Equipment or Server Equipment that is reasonably beyond economic repair, and inform LS&Co. before the device is
prepared for disposal
	 	x	 	x	 	x	 		 		 	
							
	 Asset Management
	 		 		 		 		 		 	
							
	Manage and update the asset information in the ServiceNow asset management module as and when there is a change to an asset status	 	X	 	X	 	X	 		 		 	
							
	 Define the policies will be followed as part of the asset update / management process
	 		 		 		 	X	 	X	 	X
							
	Periodically maintain SCCM database in order to remove the stale objects, Also update the SCCM as and when assets are added or decommissioned in the environment	 	X	 	X	 	X	 		 		 	
							
	Procurement Management	 		 		 		 		 		 	

  

			
	LS&Co. – Attachment 2.3.2 – Description of Services – Information Technology Services – DeskSide Support	  	Page 12

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

													
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

							
	 Maintain inventory and determine when stock is low. And maintain the replenishment model and maintain the adequate stock level
	 	X	 	X	 	X	 		 		 	
							
	 LS&Co. to approve all new orders
	 		 		 		 	X	 	X	 	X
							
	 Regular reporting of inventory status to include on-hand min/max levels, on a monthly / Quarterly basis
	 	x	 	x	 	x	 		 		 	
							
	 Order new inventory as required as a part of refresh and/ or replenishment utilizing a globally accessible ordering portal where applicable as provided by
LS&Co.
	 	x	 	x	 	x	 		 		 	
							
	 Image Management
	 		 		 		 		 		 	
							
	Create, test, certify, manage, update and maintain standard images (including “gold master” images or equivalent) for all Corporate and Retail Workstations.	 	x	 	x	 	x	 		 		 	
							
	Provide Media, License Information, Test Lab, Testing Hardware	 		 		 		 	x	 	x	 	x
							
	Identify Pilot Testing Users	 		 		 		 	x	 	x	 	x
							
	Discuss deployment plan and target devices	 	x	 	x	 	x	 	x	 	x	 	x
							
	Deploy LS&Co. approved software images to Workstations as applicable.	 	x	 	x	 	x	 		 		 	
							
	Perform transaction status monitoring as part of integrated retail operations center for Raymark Applications based POS ( In English) for the owned and operated stores and network monitoring from the up/down status perspective	 	x	 	x	 	x	 		 		 	

  

	1.	PROJECT POOL HOURS PROJECTS 

 Supplier will provide the infrastructure Project Pool hours to
LS&Co. each year for a 5 year period, based on the Project forecasts provided by LS&Co. Currently this pool constitutes of 4,000 for end user computing , 

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

Currently the pool is planned to have following resources 

  

			
	LS&Co. – Attachment 2.3.2 – Description of Services – Information Technology Services – DeskSide Support	  	Page 13

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

	 	•	 	India - EUC Engineering – 2 

  

	 	•	 	1 FTE – Image Management 

  

	 	•	 	1 FTE – VDI Specialist (VM Ware) 

  

			
	LS&Co. – Attachment 2.3.2 – Description of Services – Information Technology Services – DeskSide Support		Page 14

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 

MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 2 

DESCRIPTION OF SERVICES 

ATTACHMENT 2.3.3 

DESCRIPTION OF SERVICES – INFORMATION TECHNOLOGY
SERVICES 
 CROSS FUNCTIONAL SERVICES 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

	1.	INTRODUCTION 

 Purpose: This Exhibit describes the Services to be performed for
LS&Co. by Supplier pursuant to the Agreement. 
 References: References to an Attachment, Appendix, Section or Article shall be to such
Attachment or Appendix to, or Section or Article of, this Exhibit unless otherwise provided. A reference to Exhibit includes a reference to the Attachments and Appendices attached hereto. 

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

	 	•	 	Incident and Major Management Process 

  

	 	•	 	Service Request Management Process 

  

	 	•	 	Problem Management Process 

  

	 	•	 	Change Management Process 

  

			
	LS&Co. – Attachment 2.3.3 – Description of Services – Information Technology Services – Cross Functional Services		Page 1

 CONFIDENTIAL 

EXECUTION VERSION 
  

	 	•	 	Knowledge Management Process 

  

	 	•	 	Configuration Management Process 

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

	2.	CROSS FUNCTIONAL PROCESSES 

 Incident Management Process 

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

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

													
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	 	 	 LSA
	 	 LSE
	 	 AMA
	 	 LSA
	 	 LSE
	 	 AMA

	All Incidents	 		 		 		 		 		 	
	Provide available LS&Co. Incident Management policies, standards and procedures.	 		 		 		 	X	 	X	 	X
							
	Receive and log all Incidents (including submissions received by telephone, electronically,	 	X	 	X	 	X	 		 		 	

  

			
	LS&Co. – Attachment 2.3.3 – Description of Services – Information Technology Services – Cross Functional Services	  	Page 2

 CONFIDENTIAL 

EXECUTION VERSION 
  

													
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	or other means approved by LS&Co.) and open an Incident Record.	 		 		 		 		 		 	
							
	Provide Incident investigation, diagnosis, impact analysis, and reclassification as required.	 	X	 	X	 	X	 		 		 	
							
	Utilize and update the Incident Management System with all relevant information relating to an Incident.	 	X	 	X	 	X	 		 		 	
							
	Make an initial determination of the potential resolution.	 	X	 	X	 	X	 		 		 	
							
	Prioritize and escalate Incidents from VIP or Executive Users.	 	X	 	X	 	X	 		 		 	
							
	 Link multiple contacts pertaining to the same Incident to the associated Incident Record.

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

  

			
	LS&Co. – Attachment 2.3.3 – Description of Services – Information Technology Services – Cross Functional Services	  	Page 3

 CONFIDENTIAL 

EXECUTION VERSION 
  

													
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	approved by LS&Co.	 		 		 		 		 		 	
							
	Escalate an Incident where the Incident cannot be resolved within the relevant Service Levels or agreed timeframe	 	X	 	X	 	X	 		 		 	
							
	Close escalated Incidents after receiving confirmation from the affected Authorized User that the Incident has been resolved.	 	X	 	X	 	X	 		 		 	
							
	Restore normal service operations as quickly as possible following an Incident, with minimum disruption to LS&Co. Business operations, and in compliance with Service Levels.	 	X	 	X	 	X	 		 		 	
							
	Retain overall responsibility and ownership of all Incidents until the Incident is closed, subject to LS&Co. approval.	 	X	 	X	 	X	 		 		 	
							
	Track and report the progress of resolution efforts and the status of all Incidents	 	X	 	X	 	X	 		 		 	
							
	Keep LS&Co. informed of changes in Incident status throughout the Incident Lifecycle in accordance with agreed Service Levels	 	X	 	X	 	X	 		 		 	
							
	Leverage the LS&Co. Service Knowledge Management System to assist with the resolution of Incidents	 	X	 	X	 	X	 		 		 	
							
	Track the use of the Knowledge Management System, and report usage statistics to LS&Co. on a monthly basis, or as requested by LS&Co.	 	X	 	X	 	X	 		 		 	
							
	Where Incidents relate to Assets, update details in the Asset Register and the CMS/CMDB, or coordinate with the relevant process to confirm updates are made.	 	X	 	X	 	X	 		 		 	
							
	Incidents That Do Not Arise From or Relate to IT Services	 		 		 		 		 		 	
							
	Record the Incident and open an Incident Record.	 	X	 	X	 	X	 		 		 	
							
	Transfer the Incident to the appropriate person or entity for resolution or to provide guidance	 	X	 	X	 	X	 		 		 	

  

			
	LS&Co. – Attachment 2.3.3 – Description of Services – Information Technology Services – Cross Functional Services	  	Page 4

 CONFIDENTIAL 

EXECUTION VERSION 
  

													
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	Transfer Incidents within specified time limits to the appropriate party without compromising Service Levels or Security requirements.	 	X	 	X	 	X	 		 		 	
							
	Provide status updates to Authorized User within agreed Service Levels.	 	X	 	X	 	X	 		 		 	
							
	Incidents Only Partially Related to IT Services	 		 		 		 		 		 	
							
	Continue to work toward resolution of the relevant part(s).	 	X	 	X	 	X	 		 		 	
							
	Transfer the remaining part(s) to the Service Desk, without compromising Service Levels	 	X	 	X	 	X	 		 		 	
							
	Provide status updates to Authorized User within agreed Service Levels.	 	X	 	X	 	X	 		 		 	
							
	Incident Escalation	 		 		 		 		 		 	
							
	Support and reasonably assist with the creation of an escalation procedure to be documented in the Procedures Manual.	 		 		 		 	X	 	X	 	X
							
	Review the Supplier developed process for escalation of Incidents, and if acceptable to LS&Co., approve such procedures.	 		 		 		 	X	 	X	 	X
							
	Provide appropriate business feedback and responses to Provider upon request for critical events and major Incidents.	 		 		 		 	X	 	X	 	X
							
	 Escalate unresolved Incidents according to procedures approved by LS&Co., and automatically prioritize high-impact Applications,
Software, Equipment and services, such that they are treated with the highest Priority.
  

Implement escalation procedures that reflect and describe the Incident, including
  

1. Priority level of the Incident
  

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

3. Elapsed time before an Incident is
	 	X	 	X	 	X	 		 		 	

  

			
	LS&Co. – Attachment 2.3.3 – Description of Services – Information Technology Services – Cross Functional Services	  	Page 5

 CONFIDENTIAL 

EXECUTION VERSION 
  

													
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

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

1.      Nature of the Incident

 
 2.      Estimated
time to completion
  

3.      Potential short-term alternatives
	 	X	 	X	 	X	 		 		 	
							
	Provide the monthly report in electronic copy in a	 	X	 	X	 	X	 		 		 	

  

			
	LS&Co. – Attachment 2.3.3 – Description of Services – Information Technology Services – Cross Functional Services	  	Page 6

 CONFIDENTIAL 

EXECUTION VERSION 
  

																	
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	format agreed to with LS&Co., which at a minimum includes	 		 		 		 		 		 	
									
		 	1.	 	Key issues relating to Incident Management	 		 		 		 		 		 	
									
		 	2.	 	Number of Incidents during the month, grouped by Priority, service, region, and classification	 		 		 		 		 		 	
									
		 	3.	 	List of Incidents, short description, reference number, and a shortcut to detailed description	 		 		 		 		 		 	
									
		 	4.	 	Detailed description, including timing of activities	 		 		 		 		 		 	
									
		 	5.	 	Links to Problem and Known Error Records	 		 		 		 		 		 	
									
		 	6.	 	Trend analysis of the Incidents reported during the thirteen (13) most recent months	 		 		 		 		 		 	
							
	Calculate statistics and provide monthly reports to LS&Co., which include:	 	X	 	X	 	X	 		 		 	
									
		 	1.	 	The number of Incidents	 		 		 		 		 		 	
									
		 	2.	 	Sources of the Incidents	 		 		 		 		 		 	
									
		 	3.	 	Frequency regarding the types or categories of Incidents	 		 		 		 		 		 	
									
		 	4.	 	The duration of open Incidents (average and quantities by age)	 		 		 		 		 		 	
									
		 	5.	 	Number of Incidents resolved upon first contact	 		 		 		 		 		 	
									
		 	6.	 	Other pertinent information regarding Incident resolution, including Service Level measurement reporting	 		 		 		 		 		 	
							
	Post successful resolution, document resolution within Incident Management Tool and initiate Incident closure via Service Desk as and when required.	 	X	 	X	 	X	 		 		 	
							
	Integrate Supplier Incident Management tool to LS&Co. Incident Management tool	 	X	 	X	 	X	 		 		 	

  

			
	LS&Co. – Attachment 2.3.3 – Description of Services – Information Technology Services – Cross Functional Services	  	Page 7

 CONFIDENTIAL 

EXECUTION VERSION 
  

																	
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	Integrate the Supplier Incident Management Tool with the other Cross Functional and Supplier Service Management Processes and Tools.	 	X	 	X	 	X	 		 		 	
							
	LS&Co. Process Owners will provide Incident Management Process Training using the “Train the Trainer” format to Supplier Leads	 		 		 		 	X	 	X	 	X
							
	LS&Co. specific Incident Management Trainings - Onboarding and Orientation Trainings for all new employees / joiners aligned to support.	 	X	 	X	 	X	 		 		 	
							
	Changes to the Incident Management process globally	 		 		 		 	X	 	X	 	X
							
	Ownership of changes to be done on the LS&Co. Tools environment if there is a requirement due to a Process workflow change in the Incident Management Process	 		 		 		 	X	 	X	 	X
							
	Data Collection & Validation (Accuracy)	 	X	 	X	 	X	 		 		 	
									
		 	1.	 	Collect and provide agreed performance data from systems by required date;	 		 		 		 		 		 	
		 	2.	 	Review reports for accuracy based on Deliverables and Obligations, Service Level, and unstructured input;	 		 		 		 		 		 	
		 	3.	 	Resolving reporting issues with LS&Co. as necessary	 		 		 		 		 		 	

 Definitions – Incident Priorities 

Priority is derived from impact and urgency settings 
 Impact

  

							
	 Setting
	  	 Impact

Value
	  	 Highest

Business

Criticality of

Impacted

Services
	  	 Financial and/or human impact

				
	1	  	High	  	1 - Most Critical	  	1. Impacting >50 people or cost of $50,000

  

			
	LS&Co. – Attachment 2.3.3 – Description of Services – Information Technology Services – Cross Functional Services	  	Page 8

 CONFIDENTIAL 

EXECUTION VERSION 
  

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

 Urgency 
  

							
	 Setting
	  	 Impact
Value
	  	 Highest

Business
 Criticality
of
 Impacted

Services
	  	 Financial and/or human impact

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

  

					
	 Priority
	  	 Impact
	  	 Urgency

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

  

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

	1	  	Fatal Impact on Services provided to the business, affecting critical production.	  	>50 Users impacted or > $50,000

  

			
	LS&Co. – Attachment 2.3.3 – Description of Services – Information Technology Services – Cross Functional Services	  	Page 9

 CONFIDENTIAL 

EXECUTION VERSION 
  

					
		  	  
 e.g. Network connectivity down, critical application unavailable, unable
to access business data
	  	  
 and Time to Impact is less than 4 hours

			
	2	  	 Critical or Negative impact on services provided to the business, affecting production

 
 e.g. All or a portion of a less critical application unavailable, degraded network
performance
	  	 >50 Users impacted or > $50,000
  

and Time to Impact is less than 8 hours
  

or
  

>25 Users impacted or > $25,000
  

and Time to Impact is less than 4 hours

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

 Service Request Management Process 

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

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

 

																	
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	 	 	 	 	 	 	 LSA
	 	 LSE
	 	 AMA
	 	 LSA
	 	 LSE
	 	
AMA

  

			
	LS&Co. – Attachment 2.3.3 – Description of Services – Information Technology Services – Cross Functional Services	  	Page 10

 CONFIDENTIAL 

EXECUTION VERSION 
  

																	
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	Provide LS&Co. specific Service Request procedures	 		 		 		 	X	 	X	 	X
							
	Document and maintain the LS&Co. Provided Service Request procedures in the Procedures Manual.	 	X	 	X	 	X	 		 		 	
							
	Ensure that all Service Requests receive appropriate LS&Co. approval before beginning work.	 	X	 	X	 	X	 		 		 	
							
	Work with LS&Co. to implement and manage master data (assignment groups, solution areas, approval information, etc.) to the extent it is necessary to support effective Service Request execution.	 	X	 	X	 	X	 		 		 	
							
	Fulfill all standard Service Requests that have been approved by LS&Co. in accordance with the Procedures Manual and Service Level (if applicable)	 	X	 	X	 	X	 		 		 	
							
	Fulfill all non-standard Service Requests in a manner and on a timeline mutually agreed with the LS&Co.	 	X	 	X	 	X	 		 		 	
							
	Cooperate with and participate in meetings with other providers, as required or requested by LS&Co., to enable fulfillment of a Service Request.	 	X	 	X	 	X	 		 		 	
							
	Provide accurate and regular status updates for all Service Requests assigned to Supplier	 	X	 	X	 	X	 		 		 	
							
	Provide a self-service capability to allow users to check the status of their Service Requests.	 		 		 		 	X	 	X	 	X
							
	Maintain a knowledge management system to support the management of Service Requests. The knowledge should include resolution information on Service Requests.	 	X	 	X	 	X	 		 		 	
							
	Work effectively with LS&Co. and other Third Party Contractors regarding fulfillment activities for Service Requests.	 	X	 	X	 	X	 		 		 	
							
	Maintain and update a Service Request management system with each Service Request in accordance with LS&Co.’s Service Request procedures.	 		 		 		 	X	 	X	 	X
							
	Subject to LS&Co.’s approval, establish and maintain Service Request Escalation Procedures.	 	X	 	X	 	X	 		 		 	
							
	Liaise with Change Management to ensure that Service Requests follow the Change Management	 	X	 	X	 	X	 		 		 	

  

			
	LS&Co. – Attachment 2.3.3 – Description of Services – Information Technology Services – Cross Functional Services	  	Page 11

 CONFIDENTIAL 

EXECUTION VERSION 
  

																	
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	Process for Standard Changes and Requests for Change (RFCs).	 		 		 		 		 		 	
							
	After successful resolution, document resolution within the Request Fulfillment Tool and initiate Service Request closure via Service Desk.as and when required.	 	X	 	X	 	X	 		 		 	
							
	Provide status update reports and summary reports at the frequency and in a format agreed with LS&Co. and as a dashboard for Service management meetings.	 	X	 	X	 	X	 		 		 	
							
	Integrate Supplier Request Management tool to LS&Co. Service Management tool	 	X	 	X	 	X	 		 		 	
							
	LS&Co. Process Owners will provide Service Request Management Process Training using the “Train the Trainer” format to Supplier Leads	 		 		 		 	X	 	X	 	X
							
	LS&Co. specific Request Management Trainings – On boarding and Orientation Trainings for all new employees / joiners aligned to support.	 	X	 	X	 	X	 		 		 	
							
	Changes to the Service Request Management process globally	 		 		 		 	X	 	X	 	X
							
	Ownership of changes to be done on the LS&Co. Tools environment if there is a requirement due to a Process workflow change for Service Request Management	 		 		 		 	X	 	X	 	X
							
	 Data Collection & Validation (Accuracy)
	 	X	 	X	 	X	 		 		 	
									
		 	1.	 	Collect and provide agreed performance data from systems by required date;	 		 		 		 		 		 	
		 	2.	 	Review reports for accuracy based on Deliverables and Obligations, Service Level, and unstructured input;	 		 		 		 		 		 	
		 	3.	 	Resolving reporting issues with LS&Co. as necessary	 		 		 		 		 		 	

 Problem Management Process 

Problem Management analyses Incidents to prevent future Incidents and/or eliminate repeating 

  

			
	LS&Co. – Attachment 2.3.3 – Description of Services – Information Technology Services – Cross Functional Services	  	Page 12

 CONFIDENTIAL 

EXECUTION VERSION 
  

 
Incidents, and to minimize the Impact of Incidents that cannot be prevented. Problem Management is responsible for driving Problem investigation and managing all Problems end-to-end. 

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

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

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

 

																	
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	 	 	 	 	 	 	 LSA
	 	 LSE
	 	 AMA
	 	 LSA
	 	 LSE
	 	 AMA

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

  

			
	LS&Co. – Attachment 2.3.3 – Description of Services – Information Technology Services – Cross Functional Services	  	Page 13

 CONFIDENTIAL 

EXECUTION VERSION 
  

																	
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

		 	3.	 	Problem reviews,	 		 		 		 		 		 	
		 	4.	 	Trend analysis of Problems and Known Errors documented during the thirteen (13) most recent months,	 		 		 		 		 		 	
		 	5.	 	Problem and Known Error trend analysis findings,	 		 		 		 		 		 	
		 	6.	 	The number of Requests for Change initiated for Known Errors,	 		 		 		 		 		 	
		 	7.	 	Outages that could have been prevented,	 		 		 		 		 		 	
		 	8.	 	Number of open and closed Problem Records and Known Error Records,	 		 		 		 		 		 	
		 	9.	 	Resolution time of Problems,	 		 		 		 		 		 	
		 	10.	 	Priority 1 Outages and Priority 1 Incidents,	 		 		 		 		 		 	
		 	11.	 	Performance data showing the relationship between effective Problem Management and the reduction in the number of Incidents.	 		 		 		 		 		 	
		 	12.	 	Any issues relating to the efficiency and effectiveness of Problem Management, such as any information that may improve or facilitate a better Problem Management process, including decisions to be made by LS&Co..	 		 		 		 		 		 	
							
	Perform trend analyses on the volume and nature of Problem.	 	X	 	X	 	X	 		 		 	
							
	Ensure Root Cause Analysis (RCA) are completed for all identified problems and permanent fixes are identified and implemented	 	X	 	X	 	X	 		 		 	
							
	Ensure Known Error Database (KEDB) is updated with appropriate workarounds and fixes	 	X	 	X	 	X	 		 		 	
							
	Analyse Problems guidance or advice trends, and recommended actions.	 	X	 	X	 	X	 		 		 	
							
	Collating Problem information regarding suggested improvements to Supplier’s Services.	 	X	 	X	 	X	 		 		 	
							
	Develop an action plan on a quarterly basis to address suggested improvements	 	X	 	X	 	X	 		 		 	
							
	Reviewing and implement the action plan with LS&Co.’s approval	 	X	 	X	 	X	 		 		 	

  

			
	LS&Co. – Attachment 2.3.3 – Description of Services – Information Technology Services – Cross Functional Services	  	Page 14

 CONFIDENTIAL 

EXECUTION VERSION 
  

																	
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	Monitoring and reporting on progress and improvements made and reporting on the percentage of actions completed within the target completion date.	 	X	 	X	 	X	 		 		 	
							
	Conduct Problem Management Meetings and attend Problem Management Meeting as scheduled by LS&Co.	 	X	 	X	 	X	 		 		 	
							
	Inform LS&Co. if Problems exceeds or are expected to exceed their target Resolution Times.	 	X	 	X	 	X	 		 		 	
							
	Escalate issues to the appropriate levels for resolution in accordance with escalation procedures approved by LS&Co.	 	X	 	X	 	X	 		 		 	
							
	Verify with all involved parties that a Problem is resolved before recommending it for closure.	 	X	 	X	 	X	 		 		 	
							
	Approve the closure of a Problem Ticket	 		 		 		 	X	 	X	 	X
							
	Report to LS&Co., which can be via Service management tooling, each Problem that has been resolved.	 	X	 	X	 	X	 		 		 	
							
	LS&Co. Process Owners will provide Problem Management Process Training using the “Train the Trainer” format to Supplier Leads	 		 		 		 	X	 	X	 	X
							
	LS&Co. specific Problem Trainings - Onboardring and Orientation Trainings for all new employees / joiners aligned to support.	 	X	 	X	 	X	 		 		 	
							
	Changes to the Problem Management process globally	 		 		 		 	X	 	X	 	X
							
	Ownership of changes to be done on the LS&Co. Tools environment if there is a requirement due to a Process workflow change in the Problem Management Process	 		 		 		 	X	 	X	 	X
							
	 Data Collection & Validation (Accuracy)
	 	X	 	X	 	X	 		 		 	
									
		 	1.	 	Collect and provide agreed performance data from systems by required date;	 		 		 		 		 		 	
		 	2.	 	Review reports for accuracy based on Deliverables and Obligations, Service Level, and unstructured input;	 		 		 		 		 		 	
		 	3.	 	Resolving reporting issues with LS&Co. as necessary	 		 		 		 		 		 	

  

			
	LS&Co. – Attachment 2.3.3 – Description of Services – Information Technology Services – Cross Functional Services	  	Page 15

 CONFIDENTIAL 

EXECUTION VERSION 
  

 Change Management Process 

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

	 	•	 	Efficient implementation of Changes 

  

	 	•	 	Clear accountability for implementation of Changes and approvals, 

  

	 	•	 	Appropriate risk assessment and mitigation 

  

	 	•	 	Minimization of business disruption 

  

	 	•	 	Effective coordination and communication 

  

	 	•	 	Review the action plan for LS&Co. approval 

  

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

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

																	
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	 	 	 	 	 	 	 LSA
	 	 LSE
	 	 AMA
	 	 LSA
	 	 LSE
	 	 AMA

	Provide available LS&Co. Change Management policies, standards and procedures.	 		 		 		 	X	 	X	 	X
							
	Retain the ownership of the overall Change Managements Process globally	 		 		 		 	X	 	X	 	X
							
	Integrate Change Management Process and other Service Management Processes with the Cross Functional Change Management	 		 		 		 	X	 	X	 	X

  

			
	LS&Co. – Attachment 2.3.3 – Description of Services – Information Technology Services – Cross Functional Services	  	Page 16

 CONFIDENTIAL 

EXECUTION VERSION 
  

																	
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	Specify “freeze” periods during which the Supplier will not make any Changes.	 		 		 		 	X	 	X	 	X
							
	Retain the ownership of overall CAB meetings	 		 		 		 	X	 	X	 	X
							
	Collaborate as required by LS&Co. in the operation of the overall CAB by providing input including:	 	X	 	X	 	X	 		 		 	
		 	1.	 	Evaluations of Change Impact	 		 		 		 		 		 	
		 	2.	 	Recommendations for approval or otherwise	 		 		 		 		 		 	
		 	3.	 	Recommending an implementation plan	 		 		 		 		 		 	
		 	4.	 	Recommending appropriate participation based on the Request for Change	 		 		 		 		 		 	
							
	Review Changes according to the Change Authorization Matrix as per LS&Co. Change Management Process.	 	X	 	X	 	X	 		 		 	
							
	Approve Changes according to the Change Authorization Matrix as per LS&Co. Change Management Process.	 		 		 		 	X	 	X	 	X
							
	Retain overall responsibility for all Changes allocated to the Supplier (in scope services) until the Change is closed, subject to CAB and LS&Co. approval.	 	X	 	X	 	X	 		 		 	
							
	Provide status update reports and summary reports at the frequency and in a format agreed with LS&Co., during Service Management meetings.	 	X	 	X	 	X	 		 		 	
							
	Summarize the Changes made each week, and report the information to LS&Co. on a weekly basis	 	X	 	X	 	X	 		 		 	
							
	Supplier shall manage the effective entry of Change Records into the Change Management Tool	 	X	 	X	 	X	 		 		 	
							
	Raise and submit proposed Changes to LS&Co. for assessment using the LS&Co. provided Change Management Process and templates. At a minimum, each submitted proposed Request for Change shall include:	 	X	 	X	 	X	 		 		 	
		 	1.	 	Description of the Change and its Impact on Infrastructure, Configuration Items, Services, processes etc.,	 		 		 		 		 		 	
		 	2.	 	The purpose and justification for the Change,	 		 		 		 		 		 	
		 	3.	 	A list of Service(s), geographical regions, End User(s), LS&Co. Third Party	 		 		 		 		 		 	

  

			
	LS&Co. – Attachment 2.3.3 – Description of Services – Information Technology Services – Cross Functional Services	  	Page 17

 CONFIDENTIAL 

EXECUTION VERSION 
  

																	
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

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

  

			
	LS&Co. – Attachment 2.3.3 – Description of Services – Information Technology Services – Cross Functional Services	  	Page 18

 CONFIDENTIAL 

EXECUTION VERSION 
  

																	
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	with the other Cross Functional and Supplier Service Management Processes and Tools.	 		 		 		 		 		 	
							
	LS&Co. Process Owners will provide Change Management Process Training using the “Train the Trainer” format to Supplier Leads	 		 		 		 	X	 	X	 	X
							
	LS&Co. specific Change Management Trainings - Onboarding and Orientation Trainings for all new employees / joiners aligned to support.	 	X	 	X	 	X	 		 		 	
							
	Changes to the Change Management process globally	 		 		 		 	X	 	X	 	X
							
	Ownership of changes to be done on the LS&Co. Tools environment if there is a requirement due to a Process workflow change in the Problem Management Process	 		 		 		 	X	 	X	 	X
							
	 Data Collection & Validation (Accuracy)
	 	X	 	X	 	X	 		 		 	
									
		 	1.	 	Collect and provide agreed performance data from systems by required date;	 		 		 		 		 		 	
		 	2.	 	Review reports for accuracy based on Deliverables and Obligations, Service Level, and unstructured input;	 		 		 		 		 		 	
		 	3.	 	Resolving reporting issues with LS&Co. as necessary	 		 		 		 		 		 	

 Knowledge Management Process 

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

  

			
	LS&Co. – Attachment 2.3.3 – Description of Services – Information Technology Services – Cross Functional Services	  	Page 19

 CONFIDENTIAL 

EXECUTION VERSION 
  

																	
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	 	 	 	 	 	 	 LSA
	 	 LSE
	 	 AMA
	 	 LSA
	 	 LSE
	 	 AMA

	Provide available LS&Co. Knowledge Management policies, standards and procedures.	 		 		 		 	X	 	X	 	X
							
	Retain the ownership of the overall knowledge Management Process globally	 		 		 		 	X	 	X	 	X
							
	Integrate Knowledge Management Process and other Service Management Processes with the Cross Functional Change Management	 		 		 		 	X	 	X	 	X
							
	Retain the ownership of all Knowledge Articles	 		 		 		 	X	 	X	 	X
							
	Implement actions defined in the communication improvement plan as directed by LS&Co.	 	X	 	X	 	X	 		 		 	
							
	Support LS&Co. activities to audit the knowledge base contents to ensure the correctness of the data and information contained therein.	 	X	 	X	 	X	 		 		 	
							
	Conduct regular assurance activities with to ensure information required to manage the Services is captured, stored, and presented accurately and completely in the Knowledge Base. The information shall include:	 	X	 	X	 	X	 		 		 	
									
		 	1.	 	Policies and procedures,	 		 		 		 		 		 	
									
		 	2.	 	Best practices,	 		 		 		 		 		 	
									
		 	3.	 	Methods to resolve Incidents,	 		 		 		 		 		 	
									
		 	4.	 	Known Errors,	 		 		 		 		 		 	
									
		 	5.	 	Frequently Asked Questions (FAQs),	 		 		 		 		 		 	
									
		 	6.	 	Trainings Material	 		 		 		 		 		 	
							
	LS&Co. Process Owners will provide Knowledge Management Process Training using the “Train the Trainer” format to Supplier Leads	 		 		 		 	X	 	X	 	X
							
	LS&Co. specific Knowledge Management Trainings - Onboarding and Orientation Trainings for all new employees / joiners aligned to support.	 	X	 	X	 	X	 		 		 	
							
	Changes to the Knowledge Management process globally	 		 		 		 	X	 	X	 	X
							
	Ownership of changes to be done on the LS&Co. Tools environment if there is a requirement due to a Process workflow change in the Knowledge Management Process	 		 		 		 	X	 	X	 	X

  

			
	LS&Co. – Attachment 2.3.3 – Description of Services – Information Technology Services – Cross Functional Services	  	Page 20

 CONFIDENTIAL 

EXECUTION VERSION 
  

 Configuration Management Process 

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

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

 

	 	•	 	Keep the CI information updated 

  

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

  

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

  

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

  

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

  

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

  

	 	•	 	Provide Configuration Management reports on monthly basis 

  

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

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

																	
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	 	 	 	 	 	 	 LSA
	 	 LSE
	 	 AMA
	 	 LSA
	 	 LSE
	 	 AMA

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

  

			
	LS&Co. – Attachment 2.3.3 – Description of Services – Information Technology Services – Cross Functional Services	  	Page 21

 CONFIDENTIAL 

EXECUTION VERSION 
  

																	
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

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

  

			
	LS&Co. – Attachment 2.3.3 – Description of Services – Information Technology Services – Cross Functional Services	  	Page 22

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 

MASTER SERVICES AGREEMENT* 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 2 

DESCRIPTION OF SERVICES 

ATTACHMENT 2.3.4 

DESCRIPTION OF SERVICES – INFORMATION TECHNOLOGY
SERVICES 
 SERVER OPERATIONS CENTER 

 

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

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

	1.	INTRODUCTION 

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

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

 

	 	•	 	Command Center 

  

	 	•	 	Infrastructure & application monitoring 

  

	 	•	 	Batch monitoring 

  

	 	•	 	Incident management 

  

	 	•	 	Incident lifecycle management & co-ordination 

  

	 	•	 	Access management 

  

	 	•	 	Service level management & reporting 

  

	 	•	 	Server monitoring & management (Wintel & UNIX) 

  

	 	•	 	Server standards & architecture 

  

	 	•	 	Server procurement 

  

	 	•	 	Server configuration management 

  

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

  

	 	•	 	Hardware maintenance 

  

	 	•	 	Server monitoring, administration and support 

  

	 	•	 	Performance tuning 

  

			
	LS&Co. – Attachment 2.3.4 – Description of Services – Information Technology Services – Server Operations Center		Page 1

 CONFIDENTIAL 

EXECUTION VERSION 
  

	 	•	 	Server security 

  

	 	•	 	Patch management 

  

	 	•	 	Anti-virus 

  

	 	•	 	Major incident management 

  

	 	•	 	Operating system administration 

  

	 	•	 	VMware host management 

  

	 	•	 	Failover testing & management 

  

	 	•	 	Batch Job scheduling & management 

  

	 	•	 	Batch job monitoring 

  

	 	•	 	Batch job scheduling 

  

	 	•	 	Storage monitoring & management 

  

	 	•	 	Storage architecture & standards 

  

	 	•	 	Life cycle management 

  

	 	•	 	Storage monitoring & management 

  

	 	•	 	Storage administration 

  

	 	•	 	Performance tuning 

  

	 	•	 	Storage optimization 

  

	 	•	 	Storage adds, moves, changes, redeployments 

  

	 	•	 	Storage hardware maintenance 

  

	 	•	 	Configuration Management 

  

	 	•	 	Failover Testing & Management 

  

	 	•	 	Disaster Recovery Services 

  

	 	•	 	Disaster Recovery 

  

	 	•	 	Backup, recovery, retention & archival management 

  

	 	•	 	Backup management 

  

	 	•	 	Restoration management 

  

	 	•	 	Scratch tape management 

  

	 	•	 	Tape device management 

  

	 	•	 	Backup server management 

  

	 	•	 	Performance monitoring 

  

	 	•	 	Backup monitoring 

  

	 	•	 	Database Monitoring & Management 

  

	 	•	 	Database Provisioning 

  

	 	•	 	Database Refreshes 

  

	 	•	 	Database monitoring 

  

	 	•	 	Database lifecycle management 

  

	 	•	 	Patching 

  

	 	•	 	Upgrade 

  

	 	•	 	Decommissioning 

  

	 	•	 	Database administration 

  

	 	•	 	Middleware (Web) Management & Support 

  

	 	•	 	Monitoring 

  

	 	•	 	Administration/Troubleshooting 

  

	 	•	 	Server Deployment 

  

	 	•	 	Architecture 

  

	 	•	 	Cluster 

  

			
	LS&Co. – Attachment 2.3.4 – Description of Services – Information Technology Services – Server Operations Center		Page 2

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EXECUTION VERSION 
  

	 	•	 	Patch management 

  

	 	•	 	Project Support 

  

	 	•	 	Continuous Improvement 

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

	2.	COMMAND CENTER 

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

															
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	 	 	 	 	 LSA
	 	 LSE
	 	 AMA
	 	 LSA
	 	 LSE
	 	 AMA

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

  

			
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EXECUTION VERSION 
  

															
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	10.	 	 Application monitoring scope is limited to basic application monitoring for below applications

•    Configure and monitor CMSG which is integrated with IBM TEC

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

•    Configure and monitor Oracle Database using Quest

•    Configure and monitor Oracle using Tivoli application monitoring

•    Configure and monitor file level log scraping

•    Configure and Monitor Tripwire as required to support compliance policies – SOX and
PCI.
	 	X	 	X	 	X	 		 		 	
	11.	 	 Maintain documentation for system monitoring including

- overall landscape
 - monitoring interfaces

- monitored metrics
	 	X	 	X	 	X	 		 		 	
	12.	 	Provide routine reporting of total systems and monitoring compliance.	 	X	 	X	 	X	 		 		 	
	13.	 	Maintain & Report license inventory for monitoring applications using existing LS&Co. Tool set or Process	 	X	 	X	 	X	 		 		 	
	14.	 	Coordinate with Suppliers on maintenance renewals for monitoring tools.	 	X	 	X	 	X	 		 		 	
	15.	 	Timely procurement of the licenses and maintenance renewal	 		 		 		 	X	 	X	 	X
	16.	 	Supplier team will follow the guidelines and maintain the design as architected by LS&Co. engineering team to minimize licensing requirements.	 	X	 	X	 	X	 		 		 	
	17.	 	Build & implement workflows in the existing LS&Co. System Center Orchestrator as per business need and feasibility	 	X	 	X	 	X	 		 		 	
	18.	 	Obtain approval from LS&Co. prior to implementing new solutions that could impact license counts.	 	X	 	X	 	X	 		 		 	
	19.	 	Create, Maintain & Support interfaces both to and from monitoring applications.	 	X	 	X	 	X	 		 		 	

  

			
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 CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

		 	Examples: SCOM>Orchestrator>Service Now, UNIX>TEC>Service Now	 		 		 		 		 		 	
	20.	 	Implement monitoring application upgrades	 	X	 	X	 	X	 		 		 	
	21.	 	Provide infrastructure for monitoring tools’ upgrades as needed	 		 		 		 	X	 	X	 	X
	22.	 	Create, Maintain, Tune monitoring thresholds and overrides	 	X	 	X	 	X	 		 		 	
	23.	 	Migrate monitoring agents as necessary to support infrastructure or application server changes.	 	X	 	X	 	X	 		 		 	
	24.	 	Execute monitoring snoozes as requested to support planned and unplanned maintenance.	 	X	 	X	 	X	 		 		 	
	25.	 	Troubleshoot monitoring snooze errors	 	X	 	X	 	X	 		 		 	
	26.	 	All LS&Co. servers will be monitored proactively using the capabilities of existing infrastructure monitoring tools.	 	X	 	X	 	X	 		 		 	
	27.	 	Implement Supplier Fixometic tool set increasing Self Help/Self Heal capabilities for improved operations management and Maintain runbooks of command center activities	 	X	 	X	 	X	 		 		 	
	28.	 	BIR (Business Impact Reporting) notification. Supplier to perform reporting to LS&Co. senior management on business impacting issues	 	X	 	X	 	X	 		 		 	
	Batch Monitoring	 		 		 		 		 		 	
	29.	 	Batch Service Level adherence	 	X	 	X	 	X	 		 		 	
	30.	 	Job holds ( one time change)	 	X	 	X	 	X	 		 		 	
	31.	 	Critical job monitoring	 	X	 	X	 	X	 		 		 	
	Incident Management	 		 		 		 		 		 	
	32.	 	Incident detection & recording	 	X	 	X	 	X	 		 		 	
	33.	 	Monitoring P1/P2 queues to look for high impact incident	 	X	 	X	 	X	 		 		 	
	34.	 	Perform First Level Issue Resolution.	 	X	 	X	 	X	 		 		 	
	35.	 	Incident Life Cycle management	 	X	 	X	 	X	 		 		 	
	36.	 	Incident classification – As per LS&Co. policy	 	X	 	X	 	X	 		 		 	
	37.	 	Investigation & Diagnosis- Diagnosis of Incident through appropriate questioning	 	X	 	X	 	X	 		 		 	
	38.	 	Initial Support- Resolution of Standard Problems	 	X	 	X	 	X	 		 		 	

  

			
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 CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

		 	using SOPs & Knowledge Base	 		 		 		 		 		 	
	39.	 	Escalation- Escalate to Onsite Support or appropriate technology resolver group, Advance Notification of Critical Incidents	 	X	 	X	 	X	 		 		 	
	40.	 	Incident Closure – Follow-up with support groups and close incident and after closure user acceptance	 	X	 	X	 	X	 		 		 	
	41.	 	Serve as Communication Channel for Third Parties, Service Owners & Resolver Groups	 	X	 	X	 	X	 		 		 	
	42.	 	 Provide Trend Analysis- Initiate appropriate Problem/ Change Management process on a periodic basis. Incident analysis (Top 10 list of alerts
by CI & Events.)
 -Reason for failures
 -Caused by human
error
 -Length of downtime
	 	X	 	X	 	X	 		 		 	
	43.	 	 Drive global problem management
 -Business
Impact determination
 -Root cause identification

-Implementation of preventative measures
 - Execute Open Risk
Reporting
	 	X	 	X	 	X	 		 		 	
	44.	 	Maintain (Create, Modify) run book documentation for all problem & incident management processes	 	X	 	X	 	X	 		 		 	
	45.	 	Execute problem management for all business impacting tickets & repetitive P1 & P2 tickets	 	X	 	X	 	X	 		 		 	
	46.	 	Supplier designated operations manager will decide on the required attendees who need to attend daily operations meeting	 	X	 	X	 	X	 		 		 	
	47.	 	Manage global communications to LS&Co. stakeholders and support providers for P1/P2 outages	 	X	 	X	 	X	 		 		 	
	48.	 	Lead Outage calls with resolver teams to restore service for all outages and business impacting incidents.	 	X	 	X	 	X	 		 		 	
	49.	 	Maintain detailed incident analysis logs for all outages and business impacting incidents.	 	X	 	X	 	X	 		 		 	
	Access Management	 		 		 		 		 		 	
	50.	 	Providing requisite access / rights	 	X	 	X	 	X	 		 		 	

  

			
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 CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	51.	 	Approval and tracking of data center access for support personnel and Suppliers.	 	X	 	X	 	X	 		 		 	
	Continual Service Improvement	 		 		 		 		 		 	
	52.	 	Service Measurement, Reporting & Improvements	 	X	 	X	 	X	 		 		 	
	Service Level Management	 		 		 		 		 		 	
	53.	 	Service Levels Adherence	 	X	 	X	 	X	 		 		 	
	54.	 	Manage Metrics (Job stats, P1/P2 KPI’s)	 	X	 	X	 	X	 		 		 	
	55.	 	Lead daily OPS meeting	 	X	 	X	 	X	 		 		 	
	56.	 	Lead Incident Outage Reviews	 	X	 	X	 	X	 		 		 	
	57.	 	Provide coordinator to manage the Tech Window calls to include shutdown, startup, and post-validation tasks. Tech Window Calls could be calls where coordination with multiple stake holders (Supplier, LS&CO, 3rd Party
Supplier) would be required. Supplier will support this in an onsite/offshore model. The Coordinator will be taking calls from LS&Co. or Supplier designated office only. This resource must have proficient communication and project
management skills.	 	X	 	X	 	X	 		 		 	

  

	3.	SERVER MONITORING & MANAGEMENT 

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

Wintel Support 

  

			
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 CONFIDENTIAL 

EXECUTION VERSION 
  

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

	•	 	Supporting Virtualization platform VMware 

  

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

  

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

 UNIX & Linux Support 

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

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

  

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

  

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

  

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

  

															
	 Server Support Services and Related LS&Co.
Responsibilities
	 	 Supplier
	 	 LS&Co.

	 Server Standards and Architecture
	 	 LSA
	 	 LSE
	 	 AMA
	 	 LSA
	 	 LSE
	 	 AMA

	1.	 	Participate in, and recommend, architecture and standards	 	X	 	X	 	X	 		 		 	
	Engineering	 		 		 		 		 		 	
	1.	 	Maintain implementation standards	 		 		 		 	X	 	X	 	X
	2.	 	Document and publish implementation standards	 	 	 	 	 	 
	3.	 	Ensure implementation standards are consistent with approved technology standards	 	X	 	X	 	X	 		 		 	
	4.	 	Ensure adherence to standards	 	X	 	X	 	X	 		 		 	
	5.	 	Manage exceptions to standards (one-offs)	 	X	 	X	 	X	 		 		 	
	6.	 	Document, publish and maintain operational processes to support services	 	X	 	X	 	X	 		 		 	
	7.	 	Review and approve exceptions to standards	 		 		 		 	X	 	X	 	X
	8.	 	Review and approve operational processes	 		 		 		 	X	 	X	 	X
	Server Procurement	 		 		 		 		 		 	

  

			
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 CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 Server Support Services and Related LS&Co.
Responsibilities
	 	 Supplier
	 	 LS&Co.

	9.	 	Manage Bid Process	 		 		 		 	X	 	X	 	X
	10.	 	Manage Supplier contracts/relationships	 	X	 	X	 	X	 		 		 	
	11.	 	Maintain POs with Suppliers, place orders, monitor fulfillment	 		 		 		 	X	 	X	 	X
	12.	 	Manage invoice payment	 		 		 		 	X	 	X	 	X
	13.	 	Receive hardware, software and supplies in the data center, check for damage and reconcile to order/inventory	 	X	 	X	 	X	 		 		 	
	Server Configuration Management	 		 		 		 		 		 	
	14.	 	Define standard server images to meet LS&Co. various computing environment requirements	 		 		 		 	X	 	X	 	X
	15.	 	Develop guidelines of how to build and configure servers and system images	 	X	 	X	 	X	 	X	 	X	 	X
	16.	 	Publish the content, configuration, and load parameters for each type of device in the LS&Co. IT environment of any LS&Co. master image for a device	 	X	 	X	 	X	 		 		 	
	17.	 	Test, and publish the results of testing, the remote loading (Jump Start Procedure) test of each LS&Co. master image. Include Advanced troubleshoot further before escalating to L3.	 	X	 	X	 	X	 		 		 	
	18.	 	Execute the Jump Start Procedure as requested by LS&Co.	 	X	 	X	 	X	 		 		 	
	19.	 	Maintain the current version of each LS&Co. master image on a network accessible device	 	X	 	X	 	X	 		 		 	
	20.	 	Maintain documentation of servers and system images	 	X	 	X	 	X	 		 		 	
	21.	 	Develop/Define server/system images to meet changes in requirements	 		 		 		 	X	 	X	 	X

  

			
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 CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 Server Support Services and Related LS&Co.
Responsibilities
	 	 Supplier
	 	 LS&Co.

	22.	 	Manage/maintain the build process to support the changes to server/system images	 	X	 	X	 	X	 		 		 	
	23.	 	Continually update and maintain the CMDB for additions, changes and redeployments of all hardware and software based on the Supplier’s provided updates.	 		 		 		 	X	 	X	 	X
	24.	 	Monthly metric reporting to include license tracking, virtualization ratio, assets by region, OS, HW make/model, etc. utilizing the existing LS&Co. tools or processes	 	X	 	X	 	X	 		 		 	
	25.	 	Track, identify and remediate differences between implemented server configurations and LS&Co. approved configurations (e.g. version control)	 	X	 	X	 	X	 		 		 	
	Server IMAC (Install, Move, Add, Change)	 		 		 		 		 		 	
	26.	 	Meet with customers (part of Business/application led Project support) to identify requirements, sizing, and costing of new and changes to existing environments.	 	X	 	X	 	X	 		 		 	
	27.	 	Remote base server build and configuration - including operating system, utilities, and security per LS&Co. standards .Coordinate with other teams as necessary (changes, tasks, etc.)	 	X	 	X	 	X	 		 		 	
	28.	 	Supplier will perform all the necessary activities to prepare a Server for decommission and disposal and coordinate with LS&Co. Supplier for the asset disposal	 	X	 	X	 	X	 		 		 	
	29.	 	Provide the Supplier for physical asset disposal	 		 		 		 	X	 	X	 	X

  

			
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 CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 Server Support Services and Related LS&Co.
Responsibilities
	 	 Supplier
	 	 LS&Co.

	30.	 	Provide access to application teams to perform install/troubleshooting as requested	 	X	 	X	 	X	 		 		 	
	31.	 	DHCP server set up	 	X	 	X	 	X	 		 		 	
	32.	 	Implementation and migration of system configurations, operating systems, utilities, security and LS&Co. applications	 	X	 	X	 	X	 		 		 	
	33.	 	Participate in weekly CAB to represent changes/tasks being performed by Operations staff	 	X	 	X	 	X	 		 		 	
	34.	 	Ensure systems are configured, tested and certified per agreed upon gate-keeping and QA process	 	X	 	X	 	X	 		 		 	
	35.	 	Coordinate with hardware/software Suppliers as required to complete on-site build process	 	X	 	X	 	X	 		 		 	
	36.	 	Manage delivery of new systems to designated locations and the server build process	 	X	 	X	 	X	 		 		 	
	37.	 	Coordinate delivery of replacement systems to designated locations and the server build process and execute installation in Data Centers and Campus locations	 	X	 	X	 	X	 		 		 	
	38.	 	Plan and execute move/add/change requests within autonomous change windows and freeze periods that will vary by application & business unit.	 	X	 	X	 	X	 		 		 	
	39.	 	Coordinate preparation with facilities, site IT or other third parties of physical site prior to installation of hardware - wiring, cabling, physical placement, rack requirements, etc. with escalation support by LS&Co.	 	X	 	X	 	X	 		 		 	

  

			
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 CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 Server Support Services and Related LS&Co.
Responsibilities
	 	 Supplier
	 	 LS&Co.

	40.	 	Identify and perform all necessary backups for back out and recovery configurations prior to add/move/change request execution	 	X	 	X	 	X	 		 		 	
	41.	 	Communicate any additional requirements to support move/add/change requests	 	X	 	X	 	X	 		 		 	
	42.	 	Coordinate functional testing with responsible LS&Co. staff or other providers after the add/move/change - verifying correctness of the change	 	X	 	X	 	X	 		 		 	
	43.	 	Recertification of hardware after redeployment	 	X	 	X	 	X	 		 		 	
	44.	 	Review server configuration requirements prior to execution of work order	 	X	 	X	 	X	 		 		 	
	45.	 	Ensure servers are fully configured according to LS&Co. architectural design	 	X	 	X	 	X	 		 		 	
	Hardware Maintenance	 		 		 		 		 		 	
	46.	 	Coordinate with hardware maintenance service provider to perform server and peripheral hardware maintenance services as needed	 	X	 	X	 	X	 		 		 	
	47.	 	Identify, coordinate and execute break-fix, and reconfiguration	 	X	 	X	 	X	 		 		 	
	48.	 	Notify LS&Co./Facilities provider of planned site visits as needed	 	X	 	X	 	X	 		 		 	
	49.	 	Coordinate warranty maintenance and replacements with third parties when applicable	 	X	 	X	 	X	 		 		 	
	50.	 	Coordinate non-warranty maintenance and replacements with third parties when applicable	 	X	 	X	 	X	 		 		 	
	51.	 	Coordinate in-scope hardware repair	 	X	 	X	 	X	 		 		 	

  

			
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 CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 Server Support Services and Related LS&Co.
Responsibilities
	 	 Supplier
	 	 LS&Co.

	52.	 	Review and approve replenishment requests	 		 		 		 	X	 	X	 	X
	53.	 	Abide by manufacturer warranty guidelines	 	X	 	X	 	X	 		 		 	
	Server Monitoring, Administration and Support	 		 		 		 		 		 	
	54.	 	Populate and maintain LS&Co. owned Knowledge Base	 	X	 	X	 	X	 		 		 	
	55.	 	Create and maintain operational process documentation	 	X	 	X	 	X	 		 		 	
	56.	 	Print server queue management	 	X	 	X	 	X	 		 		 	
	57.	 	Share and access management	 	X	 	X	 	X	 		 		 	
	58.	 	Cluster administration and management (Incident, Problem, Change, and Configuration Management)	 	X	 	X	 	X	 		 		 	
	59.	 	Active Directory administration and management (Incident, Problem, Change, and Configuration Management)	 	X	 	X	 	X	 		 		 	
	60.	 	SCCM administration and management (Incident, Problem, Change, and Configuration Management)	 	X	 	X	 	X	 		 		 	
	61.	 	Define monitoring conditions, event correlation rules, alerting thresholds and notification/escalation procedures	 	X	 	X	 	X	 		 		 	
	62.	 	Provide daily monitoring 7 X 24 X 365 of hardware, OS, critical server processes, and other system software services such as: backup, file transfer, NTP, etc.	 	X	 	X	 	X	 		 		 	
	63.	 	Provide daily representation in Operations calls to discuss outages and provide status on RCA	 	X	 	X	 	X	 		 		 	
	64.	 	Monitor VMware host health	 	X	 	X	 	X	 		 		 	
	65.	 	Installation of system monitoring tools agents	 	X	 	X	 	X	 		 		 	

  

			
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 CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 Server Support Services and Related LS&Co.
Responsibilities
	 	 Supplier
	 	 LS&Co.

	66.	 	First Level Troubleshooting and Ticket Handling	 	X	 	X	 	X	 		 		 	
	67.	 	Problem Management, Root Cause Analysis etc.	 	X	 	X	 	X	 		 		 	
	68.	 	Manage system monitoring tool thresholds	 	X	 	X	 	X	 		 		 	
	69.	 	Implement continuous improvement program to include automated tasks/functions which are being performed manually	 	X	 	X	 	X	 		 		 	
	70.	 	Recommend enhancements to improve the monitoring solution based on day to day observation and problem incidents experienced	 	X	 	X	 	X	 		 		 	
	71.	 	Implement new system monitoring for problem incidents and non-impacting events (i.e. near misses) undetected by the monitoring service	 	X	 	X	 	X	 		 		 	
	72.	 	Submit recommended system configuration improvements based on Incident Root Cause Analysis	 	X	 	X	 	X	 		 		 	
	73.	 	Respond to automatic paging and escalations associated with server monitoring events	 	X	 	X	 	X	 		 		 	
	74.	 	Provide notification of critical system monitoring event	 	X	 	X	 	X	 		 		 	
	75.	 	Provide recovery assistance for applications	 	X	 	X	 	X	 		 		 	
	76.	 	Resolve system problems	 	X	 	X	 	X	 		 		 	
	77.	 	Log File maintenance and archival	 	X	 	X	 	X	 		 		 	
	78.	 	Address audit Findings	 	X	 	X	 	X	 		 		 	
	79.	 	Maintain directories, directory structures and naming conventions	 	X	 	X	 	X	 		 		 	
	80.	 	Administer and manage batch processing activities, including: Administer and manage CRON jobs, Create, enhance and manage shell script	 	X	 	X	 	X	 		 		 	

  

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

 CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 Server Support Services and Related LS&Co.
Responsibilities
	 	 Supplier
	 	 LS&Co.

	81.	 	Prioritize and schedule batch jobs to optimize use of processing windows	 	X	 	X	 	X	 		 		 	
	82.	 	Engage technology Suppliers for problem and incident resolution, including opening tickets with other third party suppliers as required	 	X	 	X	 	X	 		 		 	
	83.	 	Maintain 24x7 on-call schedule and provide 24x7 on-call support for escalation	 	X	 	X	 	X	 		 		 	
	84.	 	Define health maintenance strategy for server environment including but not limited to monthly security patches, performance & maintenance patch bundles, etc.	 	X	 	X	 	X	 		 		 	
	85.	 	Execute health maintenance strategy for server environment	 	X	 	X	 	X	 		 		 	
	86.	 	Maintain firmware/driver currency of Servers and Peripheral hardware to LS&Co. defined standards	 	X	 	X	 	X	 		 		 	
	87.	 	Configure monitoring settings or tools as specified in change requests	 	X	 	X	 	X	 		 		 	
	88.	 	Proactively propose and implement monitoring as needed with existing tools	 	X	 	X	 	X	 		 		 	
	89.	 	Evaluate, select and pilot monitoring technologies	 	X	 	X	 	X	 		 		 	
	90.	 	Provide daily, full operational life cycle media management at LS&Co. DC. Include handling tape media onsite, and offsite, in accordance with LS&Co. policies and procedures	 	X	 	X	 	X	 		 		 	
	91.	 	Perform the daily, weekly and other (as required) system backups and restores	 	X	 	X	 	X	 		 		 	
	Performance Tuning	 		 		 		 		 		 	
	92.	 	Define key Application performance indicators (KPIs)	 		 		 		 	X	 	X	 	X

  

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

 CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 Server Support Services and Related LS&Co.
Responsibilities
	 	 Supplier
	 	 LS&Co.

	93.	 	Define key System performance indicators that map to application performance indicators	 	X	 	X	 	X	 		 		 	
	94.	 	Establish baselines and repository of historical metrics for performance indicators	 	X	 	X	 	X	 		 		 	
	95.	 	Troubleshoot, analyze and recommend changes based on performance against thresholds	 	X	 	X	 	X	 		 		 	
	96.	 	Deliver optimal system performance	 	X	 	X	 	X	 		 		 	
	97.	 	Identify, recommend & provide support for overall solution improvement and cost savings, e.g., server consolidation, virtualization	 	X	 	X	 	X	 		 		 	
	98.	 	Scheduled and ad-hoc server health checks, server drive performance including remediation	 	X	 	X	 	X	 		 		 	
	99.	 	Provide regular and ad-hoc performance reporting, including historical data reporting and trending, as well as direct access to reporting tools	 	X	 	X	 	X	 		 		 	
	100.	 	Perform comparative analysis of performance data in support of configuration recommendations	 	X	 	X	 	X	 		 		 	
	Server Security	 		 		 		 		 		 	
	101.	 	Attend security SWAT meetings as necessary	 	X	 	X	 	X	 		 		 	
	102.	 	As identified or upon LS&Co. request, perform vulnerability mitigation	 	X	 	X	 	X	 		 		 	
	103.	 	Define security requirements for server builds, including access control, server hardening, IDS/IPS sensors, etc.	 		 		 		 	X	 	X	 	X
	104.	 	Implement post OS hardening or OS changes to meet defined security requirements	 	X	 	X	 	X	 		 		 	

  

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

 CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 Server Support Services and Related LS&Co.
Responsibilities
	 	 Supplier
	 	 LS&Co.

	105.	 	Annual review of baseline security requirements	 		 		 		 	X	 	X	 	X
	106.	 	Perform periodic and ad hoc health checks (re-certifications) of server security including remediation	 	X	 	X	 	X	 		 		 	
	107.	 	Conduct Monthly review of security service effectiveness, including status on outstanding alerts, hardening and access control, defects, patch currency, violations, remediation plan updates	 	X	 	X	 	X	 		 		 	
	108.	 	Review the results of quarterly security service audits and approve remediation plans	 		 		 		 	X	 	X	 	X
	109.	 	Execute and maintain security response plan	 	X	 	X	 	X	 		 		 	
	110.	 	Report server policy compliance using Symantec CCS SM tool	 	X	 	X	 	X	 		 		 	
	111.	 	Review and approve security response plan	 		 		 		 	X	 	X	 	X
	112.	 	Comply with LS&Co. security standard policies and processes	 	X	 	X	 	X	 		 		 	
	Patch Management	 		 		 		 		 		 	
	113.	 	Attend monthly patch meetings and provide input and recommendations on risk ratings.	 	X	 	X	 	X	 		 		 	
	114.	 	Perform Patching, Emergency Patch Management (VMware, HW, Windows, Unix and Linux)	 	X	 	X	 	X	 		 		 	
	115.	 	Monitoring servers post patching to ensure operational integrity	 	X	 	X	 	X	 		 		 	
	116.	 	Security patch preparation ( patch testing, Entering change tickets, Assigning appropriate tasks, Scheduling deployment in SCCM, Interacting with Customers, Tracking down approvals etc.)	 	X	 	X	 	X	 		 		 	

  

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

 CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 Server Support Services and Related LS&Co.
Responsibilities
	 	 Supplier
	 	 LS&Co.

	117.	 	Supplier team will scheduled a patch at a specific time as agreed and approved by LS&Co	 	X	 	X	 	X	 		 		 	
	118.	 	Frequency of patch update will be decided by LS&Co. CAB in consultation with Supplier	 		 		 		 	X	 	X	 	X
	119.	 	Apply all approved patches in the automated patch management tool	 	X	 	X	 	X	 		 		 	
	120.	 	Scanning servers to ensure deployment is 100% successful	 	X	 	X	 	X	 		 		 	
	121.	 	Reporting on the patch update	 	X	 	X	 	X	 		 		 	
	122.	 	Applying Group policy for updating Windows update key on servers on the Organizational Units wherever it is not present	 	X	 	X	 	X	 		 		 	
	123.	 	Deploying patches manually on cluster servers and all other servers that are not updated automatically / that require manual patching	 	X	 	X	 	X	 		 		 	
	124.	 	Operating system service pack and security patch upgrades (Windows Servers)	 	X	 	X	 	X	 		 		 	
	Anti-virus Management for Servers	 		 		 		 		 		 	
	125.	 	Apply AV software upgrades	 	X	 	X	 	X	 		 		 	
	Major Incident Management	 		 		 		 		 		 	
	126.	 	Assess severity of outages to initiate major incident management process, is appropriate	 	X	 	X	 	X	 		 		 	
	127.	 	Lead the incident management process	 	X	 	X	 	X	 		 		 	
	128.	 	Notify major incident manager	 	X	 	X	 	X	 		 		 	
	Operating System Administration	 		 		 		 		 		 	
	129.	 	Determine/Define initial optimal performance settings for O/S parameters (for new applications)	 		 		 		 	X	 	X	 	X

  

			
	LS&Co. – Attachment 2.3.4 – Description of Services – Information Technology Services – Server Operations Center	  	Page 18

 CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 Server Support Services and Related LS&Co.
Responsibilities
	 	 Supplier
	 	 LS&Co.

	130.	 	Manage and configure optimal performance settings for O/S parameters	 	X	 	X	 	X	 		 		 	
	131.	 	Monitor performance adjustments for impact on the application	 	X	 	X	 	X	 		 		 	
	132.	 	Define and document OS maintenance plan	 	X	 	X	 	X	 		 		 	
	133.	 	Manage O/S kernel parameters	 	X	 	X	 	X	 		 		 	
	134.	 	Troubleshoot O/S problems and work with Supplier to resolve O/S issues	 	X	 	X	 	X	 		 		 	
	135.	 	Perform O/S Upgrades	 	X	 	X	 	X	 		 		 	
	136.	 	Create file systems and/or logical volumes	 	X	 	X	 	X	 		 		 	
	137.	 	Define startup/shutdown procedures for O/S and other non-O/S software	 	X	 	X	 	X	 		 		 	
	138.	 	Review and approve startup/shutdown procedures for O/S and other non-O/S software	 		 		 		 	X	 	X	 	X
	139.	 	Perform scheduled startup/shutdown of O/S, Hardware, and other non-O/S software	 	X	 	X	 	X	 		 		 	
	140.	 	Perform ad-hoc startup/shutdown	 	X	 	X	 	X	 		 		 	
	141.	 	System Load Test including Execution and Technical Analysis	 	X	 	X	 	X	 		 		 	
	142.	 	Manage and Test of OS, BIOS and Firmware Patch and Updates; with LS&Co. approval on software version	 	X	 	X	 	X	 		 		 	
	143.	 	Restart the Hardware and O/S after Failure	 	X	 	X	 	X	 		 		 	
	144.	 	Manage User Accounts and Groups (AD and local)	 	X	 	X	 	X	 		 		 	
	145.	 	Restart and notification after failure of applications	 	X	 	X	 	X	 		 		 	

  

			
	LS&Co. – Attachment 2.3.4 – Description of Services – Information Technology Services – Server Operations Center	  	Page 19

 CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 Server Support Services and Related LS&Co.
Responsibilities
	 	 Supplier
	 	 LS&Co.

	146.	 	Maintain Service Packs, Firmware, and Device Drivers at N-1 levels.	 	X	 	X	 	X	 		 		 	
	VMWare Host Management	 		 		 		 		 		 	
	147.	 	Data store administration and management	 	X	 	X	 	X	 		 		 	
	148.	 	VLAN administration and management	 	X	 	X	 	X	 		 		 	
	149.	 	Maintain Host health	 	X	 	X	 	X	 		 		 	
	150.	 	Perform migrations to/from clusters as necessary to support physical-virtual and virtual-virtual migrations	 	X	 	X	 	X	 		 		 	
	151.	 	Incident, Problem, Change, and Configuration Management	 	X	 	X	 	X	 		 		 	
	152.	 	Deploy new ESX hosts	 	X	 	X	 	X	 		 		 	
	153.	 	Create new VM instances within host	 	X	 	X	 	X	 		 		 	
	154.	 	Resize VM Resources on VM instances [user VMs / user requests, vCops reporting]	 	X	 	X	 	X	 		 		 	
	155.	 	Migrate VMs across servers	 	X	 	X	 	X	 		 		 	
	156.	 	Configure VMs with storage and back-ups	 	X	 	X	 	X	 		 		 	
	Failover Testing and Management	 		 		 		 		 		 	
	157.	 	Develop & Define failover / high availability model for systems	 		 		 		 	X	 	X	 	X
	158.	 	Support failover / high availability model for systems	 	X	 	X	 	X	 		 		 	
	159.	 	Create schedule for failover testing	 	X	 	X	 	X	 		 		 	
	160.	 	Coordinate and support failover tests	 	X	 	X	 	X	 		 		 	
	161.	 	Report on success or failure of failover testing	 	X	 	X	 	X	 		 		 	
	162.	 	Correct configuration issues for high availability systems	 	X	 	X	 	X	 		 		 	

  

			
	LS&Co. – Attachment 2.3.4 – Description of Services – Information Technology Services – Server Operations Center	  	Page 20

 CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 Server Support Services and Related LS&Co.
Responsibilities
	 	 Supplier
	 	 LS&Co.

	Infrastructure Tools / Misc.	 		 		 		 		 		 	
	163.	 	OS and server software package creation, testing, and deployments	 	X	 	X	 	X	 		 		 	
	164.	 	Provide temporary access or oversight to application teams for purposes of SW troubleshooting, problem remediation, and installations	 	X	 	X	 	X	 		 		 	

  

	4.	BATCH JOB SCHEDULING & MANAGEMENT 

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

 

	 	•	 	Monitoring batch job runs 

  

	 	•	 	Logging of incidents 

  

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

  

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

  

	 	•	 	Notification and escalation to higher levels of support 

  

	 	•	 	Knowledge base maintenance and quality assurance initiatives 

  

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

  

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

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

 

															
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	 	 	 LSA
	 	 LSE
	 	 AMA
	 	 LSA
	 	 LSE
	 	 AMA

	Infrastructure and Application Monitoring	 		 		 		 		 		 	
	1.	 	Monitoring of Batch Jobs on LS&Co. systems	 	X	 	X	 	X	 		 		 	
	2.	 	Running Jobs on Adhoc Basis (Unscheduled)	 	X	 	X	 	X	 		 		 	
	3.	 	Killing / Re-Running of Jobs as per customer	 	X	 	X	 	X	 		 		 	

  

			
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 CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

		 	request	 		 		 		 		 		 	
	4.	 	Scheduling of New Jobs / Modifying existing Jobs	 	X	 	X	 	X	 		 		 	
	5.	 	Batch Scheduling Tool installation	 	X	 	X	 	X	 		 		 	
	6.	 	Migration from Chronological to Batch Scheduling Tool	 	X	 	X	 	X	 		 		 	
	7.	 	Job Failure Debugging for Infrastructure related jobs	 	X	 	X	 	X	 		 		 	
	8.	 	Scripting / Automation of Minor Tasks	 	X	 	X	 	X	 		 		 	
	9.	 	Installing Batch Scheduling Agent	 	X	 	X	 	X	 		 		 	
	10.	 	Batch Scheduling Tool Configuration	 	X	 	X	 	X	 		 		 	
	11.	 	Performance Management for Batch Scheduling	 	X	 	X	 	X	 		 		 	
	12.	 	Perform software upgrades for scheduling tool (IBM TWS)	 	X	 	X	 	X	 		 		 	
	13.	 	Patching on Batch Scheduling applications	 	X	 	X	 	X	 		 		 	
	14.	 	Scripting / Automation of Major/ Complex Tasks	 	X	 	X	 	X	 		 		 	
	15.	 	Recovery of Batch Scheduling Servers & Schedules from failure	 	X	 	X	 	X	 		 		 	
	16.	 	Integration of Batch monitoring tools for auto ticketing. Support from LS&Co. would be required for any configuration changes to be done in Service Now for this integration	 	X	 	X	 	X	 	X	 	X	 	X
	17.	 	Planning and Implementing Security for Batch Scheduling Tools	 	X	 	X	 	X	 		 		 	
	18.	 	Designing and Architecting Batch Scheduling Solution	 	X	 	X	 	X	 		 		 	
	19.	 	Planning Architectural Changes	 	X	 	X	 	X	 		 		 	
	20.	 	Monitoring of Batch Jobs on LS&Co. systems	 	X	 	X	 	X	 		 		 	
	21.	 	Running Jobs on Adhoc Basis (Unscheduled)	 	X	 	X	 	X	 		 		 	
	22.	 	Killing / Re-Running of Jobs	 	X	 	X	 	X	 		 		 	
	23.	 	Scheduling of New Jobs / Modifying existing Jobs	 		 		 		 		 		 	
	24.	 	Batch Scheduling Tool Installation	 	X	 	X	 	X	 		 		 	
	25.	 	Migration from Chronological to Batch Scheduling Tool	 	X	 	X	 	X	 		 		 	
	26.	 	Job Failure Debugging	 	X	 	X	 	X	 		 		 	

  

			
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 CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	27.	 	Scripting / Automation of Minor Tasks	 	X	 	X	 	X	 		 		 	
	28.	 	Remove/Delete jobs from the schedule upon request.	 	X	 	X	 	X	 		 		 	
	29.	 	Execute special month end/year end processing as per standard process.	 	X	 	X	 	X	 		 		 	
	30.	 	Manage scheduling changes to support daylight savings time changes	 	X	 	X	 	X	 		 		 	
	31.	 	Create, maintain security within scheduling systems.	 	X	 	X	 	X	 		 		 	
	32.	 	Request accounts as required to execute batch jobs	 	X	 	X	 	X	 		 		 	
	33.	 	 Create, Maintain documentation for scheduling including

- overall landscape
 - scheduling systems

- Job intra-relationships
 - Job definitions

- Job runtime details
	 	X	 	X	 	X	 		 		 	
	34.	 	Maintain & Report license inventory for scheduling applications using existing LS&Co. Tool set or process	 	X	 	X	 	X	 		 		 	
	35.	 	Coordinate with Suppliers on maintenance renewals.	 	X	 	X	 	X	 		 		 	
	36.	 	Design & Implement solutions to minimize licensing requirements.	 	X	 	X	 	X	 		 		 	
	37.	 	Work with LS&Co. leadership prior to implementing new solutions that could impact license counts.	 	X	 	X	 	X	 		 		 	
	38.	 	Maintain monitoring thresholds and overrides	 	X	 	X	 	X	 		 		 	
	39.	 	Migrate scheduling agents as necessary to support infrastructure or application server changes	 	X	 	X	 	X	 		 		 	
	40.	 	Restart batch schedule as required to support unplanned system outages. Must have knowledge of job dependencies and intra-relationships.	 	X	 	X	 	X	 		 		 	
	41.	 	Support TWS job modifications as required supporting planned system maintenance.	 	X	 	X	 	X	 		 		 	

  

			
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 CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	42.	 	Modify jobs and schedules.	 	X	 	X	 	X	 		 		 	
	43.	 	Manage daylight savings times job schedule changes	 	X	 	X	 	X	 		 		 	

  

	5.	STORAGE & DATA MANAGEMENT SERVICES 

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

 

															
	 Storage and Data Management Services and Related LS&Co. responsibilities
	 	 Supplier
	 	 LS&Co.

	 Storage Architecture and Standards
	 	 LSA
	 	 LSE
	 	 AMA
	 	 LSA
	 	 LSE
	 	 AMA

	1.	 	Storage Area Network (SAN) requirements and design, including topology ([****]*&), Hardware & software selection	 		 		 		 	X	 	X	 	X
	2.	 	Develop, document, publish and maintain LS&Co. Storage Technology Reference Architectures	 		 		 		 	X	 	X	 	X
	3.	 	Develop, document, publish and maintain LS&Co. Storage Technology Roadmaps	 		 		 		 	X	 	X	 	X
	4.	 	Ensure technology standards are consistent with approved LS&Co. enterprise architectures	 		 		 		 	X	 	X	 	X
	5.	 	Define Storage Area Network (SAN) implementation & configuration guidelines (HW & SW)	 		 		 		 	X	 	X	 	X
	6.	 	Participate in, and recommend storage architecture and standards	 	X	 	X	 	X	 		 		 	
	7.	 	Review and approve Storage Area Network (SAN) implementation and configuration guidelines (HW & SW)	 		 		 		 	X	 	X	 	X
	8.	 	Define security hardening and access standards for storage infrastructure	 		 		 		 	X	 	X	 	X
	9.	 	Maintain documentation and implementation standards	 	X	 	X	 	X	 		 		 	
	10.	 	Review and approve implementation standards	 		 		 		 	X	 	X	 	X

  

			
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 CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 Storage and Data Management Services and Related LS&Co. responsibilities
	 	 Supplier
	 	 LS&Co.

	11.	 	Ensure implementation standards are consistent with approved technology standards	 	X	 	X	 	X	 		 		 	
	12.	 	Ensure adherence to standards and perform remediation	 	X	 	X	 	X	 		 		 	
	13.	 	Manage exceptions and/or changes to standards	 	X	 	X	 	X	 		 		 	
	14.	 	Review and approve exceptions to technology standards	 		 		 		 	X	 	X	 	X
	Life Cycle Management	 		 		 		 		 		 	
	15.	 	Determine asset (hardware and software) replacement cycle	 		 		 		 	X	 	X	 	X
	16.	 	Develop and review the criteria for determining replacement of assets	 		 		 		 	X	 	X	 	X
	17.	 	Coordinate, manage, and execute migrations and other associated tasks to support replacement of assets	 	X	 	X	 	X	 		 		 	
	18.	 	Identify recurring equipment problems to enable refresh planning process	 	X	 	X	 	X	 		 		 	
	19.	 	Identify and document migration requirements from old to new equipment	 	X	 	X	 	X	 		 		 	
	20.	 	Recommend asset replacement and disposal process	 	X	 	X	 	X	 		 		 	
	21.	 	Supplier will perform all the necessary activities to prepare Storage devices for decommission and disposal and coordinate with LS&Co. Supplier for the asset disposal	 	X	 	X	 	X	 		 		 	
	22.	 	Provide the Supplier for physical asset disposal	 		 		 		 	X	 	X	 	X
	23.	 	Recommend appropriate third party hardware/software maintenance strategy	 	X	 	X	 		 		 		 	
	24.	 	Establish/estimate/manage total life cycle cost of device	 		 		 		 	X	 	X	 	X
	25.	 	Evaluate new products for consolidation into standards	 		 		 		 	X	 	X	 	X
	26.	 	Advise of service & performance enhancements available through new products or upgrades	 	X	 	X	 	X	 		 		 	
	27.	 	Periodic lifecycle strategy review (aligned with overall strategy), including but not limited to review of currency, minimal acceptable targets, platform direction, etc.	 	X	 	X	 	X	 		 		 	

  

			
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 CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 Storage and Data Management Services and Related LS&Co. responsibilities
	 	 Supplier
	 	 LS&Co.

	28.	 	Review and approve the recommendations of the periodic lifecycle strategy reviews	 		 		 		 	X	 	X	 	X
	29.	 	Conduct quarterly periodic environment health reviews (including but not limited to currency of the assets)	 	X	 	X	 	X	 		 		 	
	30.	 	Maintain SW/code levels at N-1 levels	 	X	 	X	 	X	 		 		 	
	Storage Monitoring and Reporting	 		 		 		 		 	
	31.	 	Define storage monitoring conditions, correlation rules, alerting thresholds, and notification/escalations procedures	 	X	 	X	 	X	 		 		 	
	32.	 	Review and approve storage monitoring conditions, correlation rules, alerting thresholds, and notification/escalations procedures	 		 		 		 	X	 	X	 	X
	33.	 	Provide proactive monitoring and failure detection of storage environment, including hardware, capacity, data availability and performance, basic SAN fabric Monitoring, Performance Monitoring etc.	 	X	 	X	 	X	 		 		 	
	34.	 	Respond to automatic paging associated with predetermined events	 	X	 	X	 	X	 		 		 	
	35.	 	Installation, integration and on-going maintenance of storage infrastructure monitoring tools with the LS&Co. Enterprise Monitoring Framework	 	X	 	X	 	X	 		 		 	
	36.	 	Recommend enhancements to improve the monitoring solution based on day to day observation and problem incidents experienced	 	X	 	X	 	X	 		 		 	
	37.	 	Resolve storage environment problems	 	X	 	X	 	X	 		 		 	
	38.	 	Instrument new system monitoring for problem incidents and non-impacting events (i.e. near misses) undetected by the monitoring service	 	X	 	X	 	X	 		 		 	
	39.	 	Recommend changes to storage configurations when determined necessary	 	X	 	X	 	X	 		 		 	
	40.	 	Attend weekly CAB meeting to represent all change/task assignments	 	X	 	X	 	X	 		 		 	
	41.	 	Provide notification of critical system monitoring events	 	X	 	X	 	X	 		 		 	
	42.	 	Provide recovery assistance for applications	 	X	 	X	 	X	 		 		 	
	43.	 	Engage technology Suppliers for problem and incident resolution, including opening tickets as	 	X	 	X	 	X	 		 		 	

  

			
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 CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 Storage and Data Management Services and Related LS&Co. responsibilities
	 	 Supplier
	 	 LS&Co.

		 	required	 		 		 		 		 		 	
	44.	 	Maintain 24x7 on-call schedule and provide 24x7 on-call support for escalation	 	X	 	X	 	X	 		 		 	
	45.	 	Evaluate and pilot monitoring technologies	 	X	 	X	 	X	 		 		 	
	46.	 	Implement monitoring technologies	 	X	 	X	 	X	 		 		 	
	47.	 	Operate monitoring technologies within the LS&Co. Support processes	 	X	 	X	 	X	 		 		 	
	48.	 	Monitor backups and correct any abends	 	X	 	X	 	X	 		 		 	
	49.	 	Monitor server side data error logs	 	X	 	X	 	X	 		 		 	
	50.	 	Report on storage configuration & usage on a per system, application or per user basis (applies to disk and tape storage)	 	X	 	X	 	X	 		 		 	
	Storage Administration	 		 		 		 		 		 	
	51.	 	Troubleshooting and Ticket Handling	 	X	 	X	 	X	 		 		 	
	52.	 	LUN/RAID management	 	X	 	X	 	X	 		 		 	
	53.	 	Fabric Zone Management	 	X	 	X	 	X	 		 		 	
	54.	 	Snapshot Management (Array, VMware, etc.)	 	X	 	X	 	X	 		 		 	
	55.	 	HBA Configuration and decommissioning	 	X	 	X	 	X	 		 		 	
	56.	 	Management of all storage devices (Data Archive devices, Array, NAS, Switches, etc.)	 	X	 	X	 	X	 		 		 	
	57.	 	Populate and maintain LS&Co. owned Knowledge Base	 	X	 	X	 	X	 		 		 	
	58.	 	Create and maintain operational process documentation	 	X	 	X	 	X	 		 		 	
	Performance Tuning	 		 		 		 		 		 	
	59.	 	Define performance indicators and monitor performance against these indicators	 	X	 	X	 	X	 		 		 	
	60.	 	Establish baselines and repository of historical metrics for performance indicators	 	X	 	X	 	X	 		 		 	
	61.	 	Identify source and/or destination of abnormal I/O or throughput on storage subsystems, notify LS&Co. and resolve the issue through problem management	 	X	 	X	 	X	 		 		 	
	62.	 	Troubleshoot, analyze and recommend changes based on performance against thresholds	 	X	 	X	 	X	 		 		 	
	63.	 	Ensure optimal system performance	 	X	 	X	 	X	 		 		 	
	64.	 	Review traffic volumes and patterns	 	X	 	X	 	X	 		 		 	

  

			
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 CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 Storage and Data Management Services and Related LS&Co. responsibilities
	 	 Supplier
	 	 LS&Co.

	65.	 	Scheduled and ad-hoc storage health checks including remediation	 	X	 	X	 	X	 		 		 	
	66.	 	Advise of required or recommended system configuration changes	 	X	 	X	 	X	 		 		 	
	67.	 	Advise of performance enhancements available through new products or upgrades	 	X	 	X	 	X	 		 		 	
	68.	 	Provide regular ad-hoc performance reporting, including historical data reporting and trending, as well as direct access to reporting tools	 	X	 	X	 	X	 		 		 	
	69.	 	Perform comparative analysis of performance data in support of configuration recommendations	 	X	 	X	 	X	 		 		 	
	70.	 	Install, configure and maintain any required performance management tools	 	X	 	X	 	X	 		 		 	
	Storage Optimization	 		 		 		 		 		 	
	71.	 	Proactively identify opportunities for storage optimization	 	X	 	X	 	X	 		 		 	
	72.	 	Proactively make recommendations on identified opportunities	 	X	 	X	 	X	 		 		 	
	73.	 	Provide monthly metric reports to indicate health and performance. Remediate as necessary.	 	X	 	X	 	X	 		 		 	
	Storage Adds, Moves, Changes, Redeployments	 		 		 		 		 		 	
	74.	 	Coordinate move, add, change, redeployment, installation requests, within approved change windows, such as Storage Arrays, switches and capacity upgrades	 	X	 	X	 	X	 		 		 	
	75.	 	Coordinate the preparation of the facility prior to the installation, move or redeployment of an asset	 	X	 	X	 	X	 		 		 	
	76.	 	Coordinate with hardware/software Suppliers as required to complete build process	 	X	 	X	 	X	 		 		 	
	77.	 	Perform necessary backups of data files prior to adds/moves/ changes	 	X	 	X	 	X	 		 		 	
	78.	 	Schedule work activities to minimize impact to business operations	 	X	 	X	 	X	 		 		 	
	79.	 	Communicate any additional requirements to support the move/add/change	 	X	 	X	 	X	 		 		 	
	Storage Hardware Maintenance	 		 		 		 		 		 	
	80.	 	Coordinate onsite / dispatch by Supplier technicians	 	X	 	X	 	X	 		 		 	

  

			
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 CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 Storage and Data Management Services and Related LS&Co. responsibilities
	 	 Supplier
	 	 LS&Co.

		 	hardware maintenance service provider to perform storage hardware maintenance services as needed	 		 		 		 		 		 	
	81.	 	Notify LS&Co. facilities of planned site visits as needed	 	X	 	X	 	X	 		 		 	
	82.	 	Coordinate warranty maintenance and replacements with third parties when applicable	 	X	 	X	 	X	 		 		 	
	83.	 	Perform manufacturer prescribed preventive maintenance	 	X	 	X	 	X	 		 		 	
	84.	 	Provide sufficient and securable cabinets to store reference material and spare parts used for servicing on LS&Co. premises.	 		 		 		 	X	 	X	 	X
	85.	 	Coordinate hardware troubleshooting	 	X	 	X	 	X	 		 		 	
	86.	 	Coordinate in-scope hardware repair	 	X	 	X	 	X	 		 		 	
	87.	 	Obtain firmware and software fixes	 	X	 	X	 	X	 		 		 	
	88.	 	Implement firmware and software fixes	 	X	 	X	 	X	 		 		 	
	89.	 	Maintain and coordinate adequate spare parts inventories to perform storage hardware maintenance	 		 		 		 	X	 	X	 	X
	90.	 	Abide by Original Equipment Manufacturer (OEM) guidelines	 	X	 	X	 	X	 		 		 	
	91.	 	Coordination of planned power maintenance activities	 	X	 	X	 	X	 		 		 	
	92.	 	Backup data and configurations, as required, prior to maintenance services	 	X	 	X	 	X	 		 		 	
	93.	 	Apply software fixes, updates and patches for the storage products and operational tools	 	X	 	X	 	X	 		 		 	
	94.	 	Provide technical product support for storage systems hardware and software	 	X	 	X	 	X	 		 		 	
	Configuration Management	 		 		 		 		 		 	
	95.	 	Document, maintain and execute configuration management processes and ensure they are consistently followed	 	X	 	X	 	X	 		 		 	
	96.	 	Review and approve configuration management processes	 		 		 		 	X	 	X	 	X
	97.	 	Maintain storage system configurations documentation	 	X	 	X	 	X	 		 		 	
	98.	 	Configure Virtual SANs, Zones and LUNs	 	X	 	X	 	X	 		 		 	

  

			
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 CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 Storage and Data Management Services and Related LS&Co. responsibilities
	 	 Supplier
	 	 LS&Co.

	99.	 	Define configuration items to be captured in Documentation/CMDB	 	X	 	X	 	X	 		 		 	
	100.	 	Continually update and maintain the Documentation/CMDB for all storage-related hardware and software	 	X	 	X	 	X	 		 		 	
	101.	 	Provide an integrated change and configuration management plan/process - interface control for change, release and configuration management	 	X	 	X	 	X	 		 		 	
	102.	 	Review and approve change and configuration management plan/process	 		 		 		 	X	 	X	 	X
	103.	 	Provide adequate configuration control in all areas	 	X	 	X	 	X	 		 		 	
	104.	 	Support a configuration/asset management database (tools, technology and processes)	 	X	 	X	 	X	 		 		 	
	Failover Testing and Management	 		 		 		 		 		 	
	105.	 	Design failover/high availability architecture	 		 		 		 	X	 	X	 	X
	106.	 	Implement failover / high availability model for systems	 	X	 	X	 	X	 		 		 	
	107.	 	Create schedule for failover testing and execute failover testing working with other service lines as needed	 	X	 	X	 	X	 		 		 	
	108.	 	Support failover tests	 	X	 	X	 	X	 		 		 	
	109.	 	Report on success or failure of failover testing	 	X	 	X	 	X	 		 		 	
	110.	 	Correct configuration issues for high availability systems	 	X	 	X	 	X	 		 		 	
	111.	 	Define and develop storage replication models	 		 		 		 	X	 	X	 	X
	112.	 	Review and approve storage replication models	 		 		 		 	X	 	X	 	X
	113.	 	Implement storage replication models	 	X	 	X	 	X	 		 		 	
	114.	 	Monitor storage replication processes	 	X	 	X	 	X	 		 		 	
	115.	 	Correct storage replication issues	 	X	 	X	 	X	 		 		 	

  

	6.	DISASTER RECOVERY SERVICES 

  

															
	 Disaster Recovery Services
	 	 Supplier
	 	 LS&Co.

	 	 	 	 	 LSA
	 	 LSE
	 	 AMA
	 	 LSA
	 	 LSE
	 	 AMA

	1.	 	Maintain field site recovery bins at Data centers &	 	X	 	X	 	X	 		 		 	

  

			
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 CONFIDENTIAL 

EXECUTION VERSION 
  

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

  

	7.	BACKUP, RECOVERY, RETENTION & ARCHIVAL MANAGEMENT 

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

 

															
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	 	 	 	 	 LSA
	 	 LSE
	 	 AMA
	 	 LSA
	 	 LSE
	 	 AMA

	Backup & Restore	 		 		 		 		 		 	
	1.	 	Manage and respond to litigation / e-discovery requests	 	X	 	X	 	X	 		 		 	
	2.	 	Monitoring of Backup and Restores	 	X	 	X	 	X	 		 		 	
	3.	 	Monitoring of Drives / Robots	 	X	 	X	 	X	 		 		 	

  

			
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EXECUTION VERSION 
  

															
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	4.	 	Performing Adhoc Backups	 	X	 	X	 	X	 		 		 	
	5.	 	Inserting/ Ejecting Media	 	X	 	X	 	X	 		 		 	
	6.	 	Planning and maintaining appropriate levels of Scratch Media	 	X	 	X	 	X	 		 		 	
	7.	 	Assist in developing, revising, documenting and implementing Magnetic tape library procedures	 	X	 	X	 	X	 		 		 	
	8.	 	Scheduling of New Backups/ Modifying existing Jobs	 	X	 	X	 	X	 		 		 	
	9.	 	Performing Restores	 	X	 	X	 	X	 		 		 	
	10.	 	Backup agents Installation	 	X	 	X	 	X	 		 		 	
	11.	 	Debugging Backup Failures	 	X	 	X	 	X	 		 		 	
	12.	 	Scripting / Automation of Minor Tasks	 	X	 	X	 	X	 		 		 	
	13.	 	Identify tape-related production problems, fix them	 	X	 	X	 	X	 		 		 	
	14.	 	Installing Agents, to include upgrades/repair	 	X	 	X	 	X	 		 		 	
	15.	 	Planning Backup Policies and Storage Units, Pools	 	X	 	X	 	X	 		 		 	
	16.	 	Tape Library Configuration and Administration	 	X	 	X	 	X	 		 		 	
	17.	 	Online Backups for Databases, Mail Servers etc.	 	X	 	X	 	X	 		 		 	
	18.	 	Backup Tool Configurations	 	X	 	X	 	X	 		 		 	
	19.	 	Performance Management for Backup/Restore	 	X	 	X	 	X	 		 		 	
	20.	 	Maintain backup schedule configuration items in the Configuration Management Database.	 	X	 	X	 	X	 		 		 	
	21.	 	Optimizing Media Consumption	 	X	 	X	 	X	 		 		 	
	22.	 	Upgrading Versions	 	X	 	X	 	X	 		 		 	
	23.	 	Patching on Backup/Restore Tool	 	X	 	X	 	X	 		 		 	
	24.	 	Scripting / Automation of Major/ Complex Tasks	 	X	 	X	 	X	 		 		 	
	25.	 	Recovery of Backup/Restore Servers from failure	 	X	 	X	 	X	 		 		 	
	26.	 	Restore from Legacy archive tape media using EMC Legato	 		 		 	X	 		 		 	
	27.	 	Integrating with other tools: Enterprise Management Systems	 	X	 	X	 	X	 		 		 	
	28.	 	Planning and Implementing Security for Backup & Restore Tools	 	X	 	X	 	X	 		 		 	

  

			
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 CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	 29.
	 	Monitoring of Backup and Restores	 	X	 	X	 	X	 		 		 	
	 30.
	 	Monitoring and managing data replication	 	X	 	X	 	X	 		 		 	
	 31.
	 	Monitoring and managing data archive to include software and hardware	 	X	 	X	 	X	 		 		 	
	 32.
	 	Monitoring of Drives / Robots	 	X	 	X	 	X	 		 		 	
	Backup Management	 		 		 		 		 		 	
	 33.
	 	Manual Triggering of backups which are not triggered automatically	 	X	 	X	 	X	 		 		 	
	 34.
	 	Trouble Shooting for the failure jobs	 	X	 	X	 	X	 		 		 	
	 35.
	 	Resubmitting the jobs depending upon error	 	X	 	X	 	X	 		 		 	
	 36.
	 	Ensuring the Jobs Completion	 	X	 	X	 	X	 		 		 	
	 37.
	 	Scheduling Backup jobs	 	X	 	X	 	X	 		 		 	
	Restoration Management	 		 		 		 		 		 	
	 38.
	 	Performing Restorations from backups	 	X	 	X	 	X	 		 		 	
	 39.
	 	Performing Disaster recovery process	 	X	 	X	 	X	 		 		 	
	Media Management	 		 		 		 		 		 	
	 40.
	 	Tape Capacity Monitoring	 	X	 	X	 	X	 		 		 	
	 41.
	 	Replacing bad and damaged tapes in the tape library	 	X	 	X	 	X	 		 		 	
	 42.
	 	Performing Tape inventory before any backup	 	X	 	X	 	X	 		 		 	
	 43.
	 	Loading and unloading tapes in the tape library	 	X	 	X	 	X	 		 		 	
	 44.
	 	Relocating the tapes to offsite location	 	X	 	X	 	X	 		 		 	
	 45.
	 	Prepare tapes for daily offsite transport	 	X	 	X	 	X	 		 		 	
	 46.
	 	Supplier will coordinate with existing LS&Co. Tape vaulting Suppliers for tape movement to vaulting locations.	 	X	 	X	 	X	 		 		 	
	 47.
	 	Availability of tape vaulting Suppliers at locations where tape vaulting is required and contracting signing with 3rd party Suppliers lies with LS&Co.	 		 		 		 	X	 	X	 	X
	 48.
	 	Maintaining tape and library inventory	 	X	 	X	 	X	 		 		 	
	Tape Device Management	 		 		 		 		 		 	
	 49.
	 	Checking connectivity between server, client, Storage etc.	 	X	 	X	 	X	 		 		 	
	 50.
	 	Installing new Tape Library	 	X	 	X	 	X	 		 		 	

  

			
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 CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	 51.
	 	Coordinate with Supplier for H/W replacements	 	X	 	X	 	X	 		 		 	
	 52.
	 	Coordinate with Supplier for the Firmware up gradation	 	X	 	X	 	X	 		 		 	
	 53.
	 	Reconfiguration of Tape library	 	X	 	X	 	X	 		 		 	
	Backup Server Management	 		 		 		 		 		 	
	 54.
	 	Installing new Backup Servers	 	X	 	X	 	X	 		 		 	
	 55.
	 	Installing new Backup HW appliances	 	X	 	X	 	X	 		 		 	
	 56.
	 	Reconfiguration of Backup server and/or backup appliance	 	X	 	X	 	X	 		 		 	
	 57.
	 	Backup Integration & Implementation	 	X	 	X	 	X	 		 		 	
	Backup Monitoring	 		 		 		 		 		 	
	 58.
	 	Monitoring the Jobs	 	X	 	X	 	X	 		 		 	
	 59.
	 	Creating daily, weekly, monthly and yearly backup report	 	X	 	X	 	X	 		 		 	
	 60.
	 	Monitoring duplication process and catalog backup	 	X	 	X	 	X	 		 		 	
	 61.
	 	Metrics reporting (consecutive failure report, Top 10 list, success rates, dedupe rate, job counts, tape consumption, tape inventory etc.)	 	X	 	X	 	X	 		 		 	
	 62.
	 	Populate and maintain LS&Co. owned Knowledge Base	 	X	 	X	 	X	 		 		 	
	 63.
	 	Create and maintain operational process documentation	 	X	 	X	 	X	 		 		 	

  

	8.	DATABASE MONITORING & MANAGEMENT 

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

															
	 Database Management Services and Related LS&Co.
Responsibilities
	 	 Supplier
	 	 LS&Co.

	 	 	 	 	 LSA
	 	 LSE
	 	 AMA
	 	 LSA
	 	 LSE
	 	 AMA

	 1.
	 	Define database standards and architecture	 		 		 		 	X	 	X	 	X
	 2.
	 	Recommend database standards and architecture	 	X	 	X	 	X	 		 		 	

  

			
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 CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 Database Management Services and Related LS&Co.
Responsibilities
	 	 Supplier
	 	 LS&Co.

	 3.
	 	Maintain database standards and architecture	 	X	 	X	 	X	 		 		 	
	 4.
	 	Participate in database design and review	 	X	 	X	 	X	 		 		 	
	 5.
	 	Define requirements for physical database consolidation	 		 		 		 	X	 	X	 	X
	 6.
	 	Execute physical database consolidation per LS&Co. requirements	 	X	 	X	 	X	 		 		 	
	 7.
	 	Participate in, and recommend, backup and recovery procedures (rows 7 to 12)	 	X	 	X	 	X	 		 		 	
	 8.
	 	Define and implement LS&Co. requirements for database backup and recovery	 	X	 	X	 	X	 		 		 	
	 9.
	 	Implement LS&Co. requirements for application database disaster recovery	 		 		 		 	X	 	X	 	X
	 10.
	 	Define requirements for specialized backup services such as backup to disk, virtual tape backups	 	X	 	X	 	X	 		 		 	
	 11.
	 	Define & Implement database backup data requiring long term retention and for data requiring archiving	 	X	 	X	 	X	 	X	 	X	 	X
	 12.
	 	Define requirements for specialized storage services related to databases	 		 		 		 	X	 	X	 	X
	 13.
	 	Define requirements for different storage tiers for new or additional database requests	 		 		 		 	X	 	X	 	X
	 14.
	 	Define initial network (LAN and/or WAN) bandwidth requirements for database	 		 		 		 	X	 	X	 	X
	 15.
	 	Review and approve requirements documents for item nos. 2, 5-12	 		 		 		 	X	 	X	 	X
	 16.
	 	Define performance requirements for different databases	 		 		 		 	X	 	X	 	X
	 17.
	 	Ensure technology standards are consistent with LS&Co. approved architectures	 	X	 	X	 	X	 		 		 	
	 18.
	 	Participate in developing and maintaining implementation standards	 	X	 	X	 	X	 		 		 	
	 19.
	 	Review and approve implementation standards	 		 		 		 	X	 	X	 	X
	 20.
	 	Document and publish implementation standards	 	X	 	X	 	X	 		 		 	
	 21.
	 	Ensure implementation standards are consistent with approved technology standards	 	X	 	X	 	X	 		 		 	
	 22.
	 	Ensure adherence to standards	 	X	 	X	 	X	 		 		 	

  

			
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EXECUTION VERSION 
  

															
	 Database Management Services and Related LS&Co.
Responsibilities
	 	 Supplier
	 	 LS&Co.

	23.	 	Manage exceptions and/or changes to standards	 	X	 	X	 	X	 		 		 	
	24.	 	Review and approve exceptions	 		 		 		 	X	 	X	 	X
	25.	 	Document, publish and maintain operational processes to support services	 	X	 	X	 	X	 		 		 	
	26.	 	Provide support for advanced database features such as database mirroring, log shipping, Always On, etc.	 	X	 	X	 	X	 		 		 	
	27.	 	Install and configure database client tools to support application requirements	 	X	 	X	 	X	 		 		 	
	Capacity Planning	 		 		 		 		 		 	
	28.	 	Participate in, and recommend, capacity planning	 	X	 	X	 	X	 		 		 	
	29.	 	Define key business metrics or indicators that drive database utilization	 		 		 		 	X	 	X	 	X
	30.	 	Identify key system metrics or indicators that drive capacity planning process	 	X	 	X	 	X	 		 		 	
	31.	 	Collect capacity and performance data	 	X	 	X	 	X	 		 		 	
	32.	 	Regular proactive analysis of capacity and utilization data	 	X	 	X	 	X	 		 		 	
	33.	 	Provide exception notification and reporting on an on-going basis	 	X	 	X	 	X	 		 		 	
	34.	 	Review and approve exceptions	 		 		 		 	X	 	X	 	X
	35.	 	Prepare and Lead quarterly capacity reviews, covering but not limited to: current period growth, trends, next period forecast, concerns and replenishment recommendations	 	X	 	X	 	X	 		 		 	
	36.	 	Define rapid or on-demand capacity provisioning strategy, including methodology for maintaining surplus capacity	 	X	 	X	 	X	 		 		 	
	37.	 	Review and approve provisioning strategy	 		 		 		 	X	 	X	 	X
	38.	 	Provide capacity replenishment recommendations in line with quarterly capacity reviews and on-demand provisioning strategy	 	X	 	X	 	X	 		 		 	
	39.	 	Provide access to real-time capacity metrics and ad-hoc capacity planning reports	 	X	 	X	 	X	 		 		 	
	40.	 	Capacity planning tool selection	 	X	 	X	 	X	 		 		 	
	41.	 	Review and approve capacity planning tool selection	 		 		 		 	X	 	X	 	X

  

			
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EXECUTION VERSION 
  

															
	 Database Management Services and Related LS&Co.
Responsibilities
	 	 Supplier
	 	 LS&Co.

	42.	 	Define process for adding additional capacity	 		 		 		 	X	 	X	 	X
	43.	 	Review and approve process for adding capacity	 		 		 		 	X	 	X	 	X
	44.	 	Maintain custom scripts for database maintenance and reporting	 	X	 	X	 	X	 		 		 	
	Operations Management	 		 		 		 		 		 	
	45.	 	Install, configure, patch and perform minor /major upgrades to databases	 	X	 	X	 	X	 		 		 	
	46.	 	Provide Assistance in Load Test	 	X	 	X	 	X	 		 		 	
	47.	 	Create tables and indexes per application requirements	 	X	 	X	 	X	 		 		 	
	48.	 	Plan, schedule and coordinate with all LS&Co. stakeholders around database patching activities	 	X	 	X	 	X	 		 		 	
	49.	 	Monitor, diagnose and resolve database issues related to but not limited to installation, configuration and performance	 	X	 	X	 	X	 		 		 	
	50.	 	Suggest implementation of appropriate database management tools across all database instances.	 	X	 	X	 	X	 		 		 	
	51.	 	Support and execute data export and import requirements	 	X	 	X	 	X	 		 		 	
	52.	 	Create copies of data/ databases as requested	 	X	 	X	 	X	 		 		 	
	53.	 	Perform database refresh	 	X	 	X	 	X	 		 		 	
	54.	 	Create and maintain database links	 	X	 	X	 	X	 		 		 	
	55.	 	Plan table space reorganization	 	X	 	X	 	X	 		 		 	
	56.	 	Execute table space reorganization	 	X	 	X	 	X	 		 		 	
	57.	 	Monitor and manage database space	 	X	 	X	 	X	 		 		 	
	58.	 	Maintain database inventory and license utilization	 	X	 	X	 	X	 		 		 	
	59.	 	Create and maintain indexes per LS&Co. requirements	 	X	 	X	 	X	 		 		 	
	60.	 	Support database hot backups	 	X	 	X	 	X	 		 		 	
	61.	 	Create and manage database security and user permissions	 	X	 	X	 	X	 		 		 	
	62.	 	Review and approve database security configurations/changes	 		 		 		 	X	 	X	 	X
	63.	 	Create and manage database user ids	 	X	 	X	 	X	 		 		 	
	64.	 	Configure and manage database audit profiles	 	X	 	X	 	X	 		 		 	

  

			
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 CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 Database Management Services and Related LS&Co.
Responsibilities
	 	 Supplier
	 	 LS&Co.

	 65.
	 	Perform database recovery as needed	 	X	 	X	 	X	 		 		 	
	 66.
	 	Perform database tuning on an ongoing basis	 	X	 	X	 	X	 		 		 	
	 67.
	 	Perform database maintenance per LS&Co. requirements and schedule	 	X	 	X	 	X	 		 		 	
	 68.
	 	Assist application debugging utilizing database logs and traces	 	X	 	X	 	X	 		 		 	
	 69.
	 	Recommend database performance improvement measures on an ongoing basis	 	X	 	X	 	X	 		 		 	
	Database Configuration Management	 		 		 		 		 		 	
	 70.
	 	Define standard database configurations to meet LS&Co. various computing environment requirements	 		 		 		 	X	 	X	 	X
	 71.
	 	Reviews and approve database configuration standards	 		 		 		 	X	 	X	 	X
	 72.
	 	Maintain documentation of servers and database configurations	 	X	 	X	 	X	 		 		 	
	 73.
	 	Continually update and maintain the documentation/CMDB for additions, changes and redeployments of database hardware and software	 	X	 	X	 	X	 		 		 	
	 74.
	 	Track and identify differences between implemented server configurations and LS&Co. approved configurations (e.g. version control)	 	X	 	X	 	X	 		 		 	
	 75.
	 	Maintain previous working state for database configurations for potential restoration	 	X	 	X	 	X	 		 		 	
	 76.
	 	Configure the database so that applications software is able to perform per service levels	 	X	 	X	 	X	 		 		 	
	 77.
	 	Ensure standards are consistent with approved architectures	 	X	 	X	 	X	 		 		 	
	 78.
	 	Maintain exceptions to standards	 	X	 	X	 	X	 		 		 	
	 79.
	 	Review and approve exceptions to standards	 		 		 		 	X	 	X	 	X
	 80.
	 	Evaluate any required non-standard products per business requirements	 	X	 	X	 	X	 		 		 	
	 81.
	 	Reviews and approve any non-standards products	 		 		 		 	X	 	X	 	X
	 82.
	 	Perform database shutdowns and restarts and other maintenance activities as required.	 	X	 	X	 	X	 		 		 	
	 83.
	 	Support data loading in Pre-Prod environments	 	X	 	X	 	X	 		 		 	

  

			
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 CONFIDENTIAL 

EXECUTION VERSION 
  

															
	 Database Management Services and Related LS&Co.
Responsibilities
	 	 Supplier
	 	 LS&Co.

	 84.
	 	 Populate and maintain LS&Co. owned Knowledge Base
	 	X	 	X	 	X	 		 		 	
	 85.
	 	 Create and maintain operational process documentation
	 	X	 	X	 	X	 		 		 	

  

	9.	MIDDLEWARE (WEB) MANAGEMENT & SUPPORT 

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

 

	•	 	Must have in depth knowledge of the following technologies 

  

	 	•	 	Server Operating Systems (Windows and LINUX) 

  

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

  

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

  

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

  

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

  

	 	•	 	F5 Big IP Local Traffic Manager 

  

															
	 Middleware (Web) Management & Support
	 	 Supplier
	 	 LS&Co.

	 	 	 	 	 LSA
	 	 LSE
	 	 AMA
	 	 LSA
	 	 LSE
	 	 AMA

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

  

			
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EXECUTION VERSION 
  

															
	 Middleware (Web) Management & Support
	 	 Supplier
	 	 LS&Co.

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

  

	10.	PROJECT SUPPORT 

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

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

  

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

 

	 	3.	Implementation of SAP HANA and Sybase IQ 

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

	•	 	Steady State Projects 

  

	•	 	Project Pool Hour Projects 

  

	•	 	Major Projects 

  

	1.	STEADY STATE PROJECTS 

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

  

			
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 CONFIDENTIAL 

EXECUTION VERSION 
  

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

 

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

  

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

Examples of work performed as Steady State Projects are system upgrades, hardware and software refreshes, and equipment installations and modifications across
Service Towers. The total hours allocated to Steady State Projects in any given month cannot exceed 5% of the then current total monthly Steady State Staff FTE hours allocated for each Service Tower (the “Steady State Cap”). For example,
if there are 20 FTEs comprising the Steady State Staff for SOC Services, the Steady State Cap for the SOC Service Tower for the month would equal 3,200 hours x 5% = 160 (assuming a 4 week month at 40 hours/week). LS&Co. will not receive an
invoice credit if the hours used for Steady State Projects for a given month are less than the Steady State Cap. 
 Steady State Projects are included in
the Base Fees and will not incur additional charges. LS&Co. may, in its discretion, allocate Project Pool Hours for the completion of any Steady State Project in excess of the Steady State Cap. LS&Co. may not split a longer duration Project
(i.e., a Project in excess of 40 hours) into multiple smaller Projects in order to use up any unused hours for the month. 
 The prioritization of Steady
State Projects will be handled by the Operating Committee as part of the Services Governance between LS&Co. and Supplier If LS&Co. determines that a Steady State Project will take priority over achievement of a Service Level Agreement
for a given month, LS&Co. will issue a written Service Level exception to the Service Provider. 
 The total projects hours available from the steady
state resource pool is 1500 hrs./year spread evenly across each month 
  

	2.	PROJECT POOL HOURS PROJECTS 

 Project Pool Hours Projects are Projects greater than 40 hours in
duration that are performed by the Project Pool Staff. Project Pool Hours Projects may also include Projects of equal to or less than 40 hours in duration that exceed the Steady State Cap. 

These will be further sub-divided into 
  

	 	a)	Infrastructure led projects 

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

  

			
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 CONFIDENTIAL 

EXECUTION VERSION 
  

 Hours Project by Skillset Category for review and approval by LS&Co. LS&Co. will draw down these
hours over time, and such use will be reported by Service Provider on a monthly basis.
 Service Provider will initially allocate resources to the Project
Pool Staff in accordance with the hours per Skillset Category as agreed below. Any skillset required outside of the Skillset Categories will be made available to LS&Co. outside of the Project Pool, in accordance with the rate card submitted.

 Currently the pool is planned to have following resources 
  

	 	•	 	Westlake - Infrastructure Architect – 2 

  

	 	•	 	1 FTE – Windows skill set 

  

	 	•	 	1 FTE – Linux / Unix skill set 

  

	 	•	 	India – Project Resource – 5.5 

  

	 	•	 	Windows and VM Ware – 1.5 

  

	 	•	 	Linux – 1 

  

	 	•	 	Storage – 1 

  

	 	•	 	Oracle and SQL – 2 

  

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

  

	 	b)	Business/Application-led projects 

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

 

	3.	MAJOR PROJECTS 

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

  

			
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	11.	CONTINUOUS IMPROVEMENT 

  

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

 

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

 

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

 

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

  

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

  

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

  

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

  

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

  

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

 

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

 

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

  

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

 

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

  

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

  

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

  

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

  

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

  

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

  

			
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 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 2 

DESCRIPTION OF SERVICES 

ATTACHMENT 2.3.5 

DESCRIPTION OF SERVICES – INFORMATION TECHNOLOGY
SERVICES 
 SERVICE DESK 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

	1.	Introduction 

 Purpose: This Exhibit describes the Services to be performed for
LS&Co. by Supplier pursuant to the Agreement. 
 References: References to an Attachment, Appendix, Section or Article shall be to such
Attachment or Appendix to, or Section or Article of, this Exhibit unless otherwise provided. A reference to Exhibit includes a reference to the Attachments and Appendices attached hereto. 

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

	2.	Service Desk Description 

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

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

 

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

  

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

  

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

  

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

  

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

  

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

  

	2.1	HOURS OF COVERAGE 

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

  

			
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	3.	Scope of Services 

  

	3.1	General Services 

  

							
	 	 	 Account Management
	 	 Supplier
	 	 LS&Co.

	 1       
	 	Provide single point of contact and coordination for LS&Co. IT Incidents, Inquiries and Requests for Service.	 	X	 	
	 2       
	 	Manage the day-to-day performance of the Service Desk team members.	 	X	 	
	 3       
	 	Responsible for fulfilling Service Level Agreements and overall Service Desk performance.	 	X	 	
	 4       
	 	Establish and execute a clear escalation process.	 	X	 	
	 5       
	 	Provide recommendations on process improvements. Part of overall continuous improvement program.	 	X	 	
	 6       
	 	Proactively review knowledge to ensure accuracy. Validate knowledge accuracy with Service Owners.	 	X	 	
	 7       
	 	Manage end-to-end monitoring to ensure incidents are being handled in a timely manner, and fulfillment of requests are handled in a timely manner. Includes ensuring the same for those incidents or requests assigned outside of Level
1.	 	X	 	
	 8       
	 	Provide single point of contact and coordination for LS&Co. IT Incidents, Inquiries and Requests for Service.	 	X	 	
	 9       
	 	Manage the day-to-day performance of the Service Desk team members.	 	X	 	
	 10     
	 	Responsible for fulfilling Service Level Agreements and overall performance.	 	X	 	
				
	 	 	 Communication
	 	 Supplier
	 	 LS&Co.

	11	 	Single contact point through multiple channels; toll-free number, Web Portal, Chat, Email	 	X	 	
	12	 	Provide the infrastructure for the call recording, call monitoring and ACD	 	X	 	
	13	 	Design & Manage an IVR/ACD process such that LS&Co. defined touch, or voice prompts are implemented, managed and changed as approved by LS&Co.	 	X	 	
	14	 	Approve IVR/ACD call prompts and standard messages	 		 	X
	15	 	Provide telecommunications infrastructure to support voice and data communications between Service Desk and end-users.	 	X	 	
	16	 	Provide toll free numbers for all in scope countries/locations (where applicable is mutually agreed on between the parties).	 	X	 	
	17	 	Provide toll free numbers for LSA – North America and Canada	 		 	X
	18	 	Ensures communication takes place with all parties where responsibility for resolving an Incident is in dispute, to ensure agreement is reached.	 	X	 	
	19	 	Issue broadcasts or other notices to provide status updates as required for planned and unplanned events (end-user impact)	 	X	 	
	20	 	Notify affected end-users of the progress on their reported Incident or Request	 	X	 	
	21	 	Communicate status to requestors of Incident or Request tickets. Set	 	X	 	

  

			
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 CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 	 	 Communication
	 	 Supplier
	 	 LS&Co.

		 	customer expectation in regards to SLA and communicate if agreement will not be met.	 		 	
	22	 	As a part of the operations if there is any new addition to the support environment for example a new Application or a device, then the Service Desk will inform the relevant groups	 	X	 	

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

							
	 	 	 Continuous Improvement
	 	 Supplier
	 	 LS&Co.

	23	 	Audit performance results & operations monthly.	 	X	 	
	24	 	Identify solutions that minimize the need to contact the Service Desk (e.g. additional End-User training, self-help opportunities, root cause analysis).	 	X	 	
	25	 	Work with IT Service Desk operational and technical staff to identify solutions that minimize the need to contact the Service Desk	 	X	 	
	26	 	Identify and report on all tickets that were not correctly managed. (i.e. Assignment, Cause, Classification, Documentation, Escalation, Prioritization, Routing, etc.)	 	X	 	
	27	 	Ensure first contact ticket resolution accuracy. Are tickets that are being transferred to Level 2 truly not resolvable by first contact? Sample 2% of tickets monthly.	 	X	 	
	28	 	Identify opportunities to support the Shift-Left strategy through automation of current services being performed at L1 or identify services being performed at L2/3 that could and should be moved to L1.	 	X	 	
	29	 	Audit performance results & operations monthly.	 	X	 	
				
	 	 	 Customer Satisfaction
	 	 Supplier
	 	 LS&Co.

	30	 	The service desk is responsible for confirming the client is satisfied	 	X	 	
	31	 	Verify acceptance of Services by seeking end-user confirmation results and level of satisfaction using established procedures	 	X	 	
	 32
	 	 Implement and manage two types customer satisfaction surveys:
  

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

 

•       Another to measure overall quality of service delivery.
	 	X	 	
				
	 	 	 Exception Procedures
	 	 Supplier
	 	 LS&Co.

	33	 	Develop and document exception procedures.	 	X	 	
	34	 	Document exception requests in LS&Co. ticketing system.	 	X	 	
	35	 	Review and approve exception procedures.	 		 	X
				
	 	 	 Incident Management
	 	 Supplier
	 	 LS&Co.

	36	 	Provide a system to record, manage and track all Service Requests, incidents, inquiries and problems and provide named access to the Supplier Service Desk agents	 		 	X
	37	 	Creates an Incident Management Plan to establish an integrated process for	 	X	 	

  

			
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 CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 	 	 Incident Management
	 	 Supplier
	 	 LS&Co.

		 	identifying, documenting, monitoring, evaluating and controlling all Incidents through the lifecycle of the service and map where Incidents will be referred.	 		 	
	38	 	Classifies the Incident to determine status, known error matching, priority (impact vs. urgency) and to provide initial support to resolve the Incident where possible. If resolution is not possible perform routing of the Incident to
specialist resolver group(s).	 	X	 	
	39	 	Assesses, collect and provides detailed analysis (including known Incident matching and approved workarounds analysis) of Incident in order to resolve the Incident where possible. If resolution is not possible routing of the
Incident to specialist resolver group(s) is initiated.	 	X	 	
	40	 	Provides coordination, ownership, monitoring, escalation, communication and trend analysis of all Incident activities to agreed parties during the Incident lifecycle as defined in the LS&Co. Incident Management Procedure
manual.	 	X	 	
	41	 	Identify incident characteristics and find / Coordinate for root cause.	 	X	 	
	42	 	Document and monitor the status and progress of all open Incidents. If an Incident is not getting the appropriate attention, initiate defined escalation procedures.	 	X	 	
				
	 	 	 Knowledge Management
	 	 Supplier
	 	 LS&Co.

	43	 	Maintain and manage process, procedure and work instruction documentation for all Tier 1 Services. Includes the identification of knowledge updates by the Service Owners and where knowledge does not currently exist and is causing
customer frustrations.	 	X	 	
	44	 	Provide access to existing Knowledge Base, FAQs and self-help portal	 		 	X
	45	 	Updates Knowledge Base, FAQs and self-help portal with new resolutions or information.	 	X	 	
	46	 	Maintain Service Desk staff knowledge level through dedicated training and maintaining a dedicated knowledge database, Incident resolution scripts and Request fulfillment scripts.	 	X	 	
	47	 	Verify that the knowledge for each incident is either available and accurate, (not present or available and in-accurate)	 	X	 	
	48	 	Verify that the knowledge for a request for fulfillment is available and accurate,( not present or available and in-accurate)	 	X	 	
	49	 	Identify required knowledge through a proactive continuous improvement process. Detailed data drives the right decision on knowledge requirements.	 	X	 	
				
	 	 	 Policies
	 	 Supplier
	 	 LS&Co.

	50	 	Define Service Desk policies.	 		 	X
	51	 	Understand and adhere to LS&Co. policies	 	X	 	

  

			
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 CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 	 	 Problem Management
	 	 Supplier
	 	 LS&Co.

	52	 	Responsible for adhering to Problem Management processes including identifying trends and identification of recurring Incidents and single occurrences where problem management is necessary to drive to root cause.	 	X	 	
				
	 	 	 Procedures
	 	 Supplier
	 	 LS&Co.

	53	 	Execution and maintenance of operational procedures, including Service Desk Procedures, Incident Management Procedures and Request Management Procedures	 	X	 	
				
	 	 	 Reporting
	 	 Supplier
	 	 LS&Co.

	54	 	Manage and deliver management reporting according to agreed schedule and provide facility for ad hoc analysis.	 	X	 	
	55	 	Supplier to provide recommendations of necessary changes in ServiceNow for reporting and effective Service Desk function during the transition	 	X	 	
	56	 	Make suggested and any other changes in ServiceNow in order to enable reporting and trending analysis (during transition)	 	X	 	X
	57	 	Provide necessary capabilities in the ServiceNow to extract necessary data for reporting purpose (during transition)	 	X	 	X
	58	 	Monthly, Quarterly and Annual Operational reporting supporting Incident, Problem and Request Management services performed by the Service Desk.	 	X	 	
				
	 	 	 Request Management
	 	 Supplier
	 	 LS&Co.

	59	 	Manage and follow the a Request Fulfillment process to ensure an integrated process for identifying, documenting, monitoring, evaluating and controlling all Requests through the lifecycle of the service.	 	X	 	
	60	 	Review and approve the Request Fulfillment plan	 		 	X
	61	 	Provides coordination, ownership, monitoring, escalation, communication and trend analysis of all Request activities to agreed parties during the Request lifecycle as defined in the LS&Co. Request Management Procedure
manual.	 	X	 	
	62	 	Document and monitor the status and progress of all open Requests. If the Request is not getting the appropriate attention, initiate defined escalation procedures.	 	X	 	
				
	 	 	 Self-Help Support Services
	 	 Supplier
	 	 LS&Co.

	63	 	Define Self-Help Support Services requirements and policies	 	X	 	
	64	 	Provide support, advice and recommendations to LS&Co. in connection with the development of Self-Help Support Services requirements and policies	 	X	 	
	65	 	Develop, document and maintain the Standards and Procedures Manual Self-Help Support Services processes that meet such requirements and adhere to policies	 	X	 	
	66	 	Review and approve such Self-Help Support Services processes	 		 	X
	67	 	Implement, maintain and support Self-Help Support capabilities that enable End-Users to perform self-service administrative functions including	 	X	 	

  

			
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EXECUTION VERSION 
  

							
	 	 	 Self-Help Support Services
	 	 Supplier
	 	 LS&Co.

		 	password reset, “How To” support through End-User access to knowledge databases and online Incident status checking.	 		 	
	68	 	Monitor and review the effectiveness of Self-Help Support Services capabilities and usage	 	X	 	
	69	 	Develop and provide recommendations for improvements to Self-Help Support Services capabilities	 	X	 	
	70	 	Review and approve recommendations for improvements to Self-Help Support Services capabilities	 		 	X
	71	 	Implement approved recommendations for improvements to Self-Help Support Services capabilities	 	X	 	
	72	 	Mandate end users to use Self-Help support solutions	 		 	X
	73	 	Inform end users and walk them thru to the Self Service solutions	 	X	 	
				
	 	 	 VIP Support Services
	 	 Supplier
	 	 LS&Co.

	74	 	Verify that Incidents or requests (including access request) from VIP End Users are recognized at the Service Desk and responded on priority	 	X	 	
	75	 	Ensure that the tickets for assigned VIP’s to be assigned an elevated resolution priority as agreed with Customer	 	X	 	
	76	 	Maintain directory of VIP users and their assistants	 	X	 	
	77	 	Approve VIP Directory	 		 	X
	78	 	Update ServiceNow with the VIP list	 		 	X
				
	 	 	 Service Level Management
	 	 Supplier
	 	 LS&Co.

	79	 	Manage escalation process according to Incident or Request for those tickets that are at risk or did not meet the defined SLA.	 	X	 	
	80	 	Manage Service Delivery against an ITIL model, ensure SLA’s are managed appropriately within this model	 	X	 	
	81	 	Delivery of SLA reporting monthly, reviewed with LS&CO..	 	X	 	
				
	 	 	 Surveys
	 	 Supplier
	 	 LS&Co.

	 82
	 	One of the ways satisfaction is measured is by means of surveys, both a general services survey independent of our incident and request management system and a survey specific to an incident or request. Responsible for sending both
types of surveys.	 	X	 	
	83	 	Develop and execute procedures for conducting end-user satisfaction surveys.	 	X	 	
	84	 	Configure ServiceNow to send Customer Satisfaction Survey for both incidents and service requests	 		 	X
				
	 	 	 Telephony
	 	 Supplier
	 	 LS&Co.

	85	 	Set up IT Service Desk telephony and customized greetings with call routing. Need ability to transfer calls both internally and externally.	 	X	 	
	86	 	Review and approve the message templates of ACD greetings, e-mails and service interruption notifications	 		 	X

  

			
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EXECUTION VERSION 
  

							
	 	 	 Ticket Management
	 	 Supplier
	 	 LS&Co.

	87	 	Track Incidents and Requests, keep the End User informed on ticket status and progress	 	X	 	
	88	 	Manage the full lifecycle of the Incident or Request tickets.	 	X	 	
	89	 	Ensures that all related Incidents are linked and managed to resolution.	 	X	 	
	90	 	Provides a single repeatable process for the capture and management of Incidents and Requests.	 	X	 	
	91	 	Monitor Incidents and Requests and escalate per policies and procedures until resolution and end-user satisfaction.	 	X	 	
	92	 	Escalation and coordination with Tier 2 Support Group & Tier 3 Support Group for internal resolution.	 	X	 	
	93	 	Ensure tracking is in place to update and monitor status of Incidents and Requests so they progress towards resolution	 	X	 	
	94	 	Ensure features are available in ServiceNow for Service Level notification and reporting	 		 	X

  

	3.2	Standard IT Services 

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

							
	 	 	 Ticket Management
	 	 Supplier
	 	 LS&Co.

	1	 	Access & Software - Coordinate employee user account administration (account lifecycle management), activation, changes and terminations, including: Password/account setup and reset, Remote access connectivity, E-mail accounts,
User Ids, Password resets, , Voicemail administration, Telephone lines, and according to the current LS&Co. Policies and tools	 	X	 	
	2	 	Provide adequate access to AD & password management tool to be able to perform use ID related activities	 		 	X
	3	 	Employee & Contractor Administration - Coordinate On-boarding and off-boarding IT tasks specific , off-boarding	 	X	 	
	4	 	Employee & Contractor Administration - Coordinate employee transfers for IT related activities	 	X	 	
	5	 	Smartphone first level support to include device activation, synchronization, plan changes, disable/wipe devices, device upgrade, modify ownership, and troubleshooting.	 	X	 	
	6	 	Provide access to the smartphone management portal to perform first level support	 		 	X
	7	 	Remotely repair configuration of all client components installed on end user’s PCs.	 	X	 	
	8	 	Push of approved packaged software using SCCM 2012	 	X	 	
	9	 	Provide adequate access to SCCM 2012	 		 	X
	10	 	1st level Support of all end-user mobility devices approved to run in the LS&CO. environment.	 	X	 	

  

			
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EXECUTION VERSION 
  

							
	 	 	 Ticket Management
	 	 Supplier
	 	 LS&Co.

	11	 	Video Conferencing & Voicemail Services - Conference Room and AT&T service Reservations, voicemail accounts, PBX basic configuration, video conferencing	 	X	 	
	12	 	Provide support to Common Off The Shelf Software (COTS), Packaged software ( for example, Exchange - Contacts, distribution lists, mailbox, resource calendars, release quarantined attachments)	 	X	 	
				
	 	 	 Server
	 	 Supplier
	 	 LS&Co.

	13	 	For first level resolutions based on SOPs e.g. Connections, share access	 	X	 	
				
	 	 	 Network
	 	 Supplier
	 	 LS&Co.

	14	 	For first level resolutions based on SOPs e.g. Connectivity	 	X	 	
				
	 	 	 Storage
	 	 Supplier
	 	 LS&Co.

	15	 	For first level resolutions based on SOPs e.g. Restores	 	X	 	
				
	 	 	 LS&Co. Applications
	 	 Supplier
	 	 LS&Co.

	16	 	Provide Tier 1 Application support services where application teams have provided clear knowledge and training. Work with Application teams to obtain knowledge and training where non-existent. Move away from pass through
organization.	 	X	 	
	
	 4.      Governance

				
	 	 	 Weekly Update Meeting
	 	 Supplier
	 	 LS&Co.

	 1.
	 	Facilitate a weekly update meeting to discuss the elements of the weekly report, changes in the LS&CO. environment that may affect the Services, and any open action items. Vendor Team Leaders, Service Delivery Manager, and
appropriate LS&CO. management representatives attend this meeting.	 	X	 	
	2.	 	Ensure that respective LS&Co. authorities attends these meetings	 		 	X
				
	 	 	 Monthly Meeting
	 	 Supplier
	 	 LS&Co.

	3.	 	Facilitate a monthly quality assurance and metrics review meeting to discuss the elements of the monthly report, including attainment of Service Levels, customer satisfaction, the top Call types, trends in the LS&CO.
environment, any changes in the vendors Services as documented in a Change Request, and any changes in the LS&CO. environment that may affect the vendors Service delivery.	 	X	 	
	4.	 	Ensure that respective LS&Co. authorities attends these meetings	 		 	X
				
	 	 	 Quarterly Meeting
	 	 Supplier
	 	 LS&Co.

  

			
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EXECUTION VERSION 
  

							
	 	 	 Quarterly Meeting
	 	 Supplier
	 	 LS&Co.

	 5.
	 	 Business Unit Leader will facilitate a quarterly meeting to formally present operational metrics, successes, and challenges. The overall goal
of these meetings is to improve existing deliverables, define new requirements, strengthen the partnership with our customers, and discuss potential cost reduction strategies
  

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

	
	LS&CO. & the vendor will measure the quality of the vendor’s delivery of Services using a quality assurance scorecard.
				
	 	 	 Quality Monitoring Evaluation (QME)
	 	 Supplier
	 	 LS&Co.

	1.	 	Monitor Calls to evaluate Service Desk Support Technician performance for the following elements:	 	X	 	
				
		 	 •       Call processing following the vendors standards
	 		 	
				
		 	 •       Troubleshooting and technical accuracy
	 		 	
				
		 	 •       Use of resources
	 		 	
				
		 	 •       Ownership and follow-up
	 		 	
				
		 	 •       Customer service skills
	 		 	
				
	2.	 	For each monitored call, the person conducting the monitor will complete a Monitoring Feedback Form stored in the Procedures Manual, which will be entered into the performance tracking database for calculation. Results are tracked
and communicated on a monthly basis in the quality assurance scorecard.	 	X	 	
				
	 	 	 Ticket Monitoring
	 	 Supplier
	 	 LS&Co.

	3.	 	Monitor Tickets created by the Service Desk Technicians to evaluate their performance for the following elements:	 	X	 	
				
		 	 •       Ticket documentation
	 		 	
				
		 	 •       Troubleshooting and technical accuracy
	 		 	
				
		 	 •       Use of resources
	 		 	

  

			
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EXECUTION VERSION 
  

							
	 	 	 Ticket Monitoring
	 	 Supplier
	 	 LS&Co.

		 	 •       Ownership and follow-up
	 		 	
				
		 	 •       Customer service skills
	 		 	
				
		 	 •       LS&Co. agrees to calibration sessions to improve general quality provided
	 		 	
	4.	 	For each monitored Ticket, the person conducting the monitor will complete a Monitoring Feedback Form which will be entered into a performance tracking database for calculation. Results are tracked and communicated on a monthly
basis.	 	X	 	
				
	 	 	 Ticket Escalation Accuracy (TEA)
	 	 Supplier
	 	 LS&Co.

	 5.
	 	 Record and analyze all Tickets escalated by the Service Desk which were flagged by the Support Groups with a Quality Concern (e.g. Incorrect
Routing, Insufficient Information, Should have been resolved by Lev 1 etc).
  
 Depending
on the technology chosen, the Support Groups can flag tickets with Quality Concerns either in the ticketing tool within each ticket, or in an external Quality Concern Form that will then be sent to Service Desk Management.
	 	X	 	
				
	6.	 	For each monitored Ticket, the person conducting the monitor will complete a Monitoring Feedback Form which will be entered into a performance tracking database for calculation. Results are tracked and communicated on a monthly
basis.	 	X	 	
				
	 	 	 Complaints Process
	 	 Supplier
	 	 LS&Co.

	7.	 	Provide the end user with a means of submitting formal Complaints, either by phone, web portal or email	 	X	 	X
	8.	 	The complaints will be centralized and managed by the vendors Operations Analysts via the Quality Issue Process.	 	X	 	
				
	 	 	 Quality Issue Process (QIP)
	 	 Supplier
	 	 LS&Co.

	9.	 	Use a Quality Issue Tracker to record all quality issues at the Service Desk:	 	X	 	
				
		 	 •       Quality Concerns reported by Support Groups
	 		 	
				
		 	 •       Negative Customer Satisfaction Surveys
	 		 	
				
		 	 •       Complaints submitted by the End Users of Client Management
	 		 	
				
		 	In situations where there is an issue with a Ticket that was handled by the vendors staff member. The vendors will follow its Quality Issue process to appropriately manage and resolve these quality issues.	 		 	

  

			
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 CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 	 	 Quality Issue Process (QIP)
	 	 Supplier
	 	 LS&Co.

	10.	 	Quality issue results will be tracked and communicated on a monthly basis; however, individual quality issues will be discussed as necessary to resolve the reported issue.	 	X	 	
	
	 6.      Reporting

				
	 	 	 Reporting and Analytics
	 	 Supplier
	 	 LS&Co.

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

  

			
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EXECUTION VERSION 

MASTER SERVICES AGREEMENT* 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 2 

DESCRIPTION OF SERVICES 

ATTACHMENT 2.3.6 

DESCRIPTION OF SERVICES – INFORMATION TECHNOLOGY
SERVICES 
 GLOBAL INFORMATION SECURITY 

 

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

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

	1.	INTRODUCTION 

 Purpose: This Exhibit describes the Services to be performed for
LS&Co. by Supplier pursuant to the Agreement. 
 References: References to an Attachment, Appendix, Section or Article shall be to such
Attachment or Appendix to, or Section or Article of, this Exhibit unless otherwise provided. A reference to Exhibit includes a reference to the Attachments and Appendices attached hereto. 

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

	 	•	 	Firewalls 

  

	 	•	 	VPN Remote Access 

  

	 	•	 	Remote Access User Certificates 

  

	 	•	 	ID Management/Single Sign on 

  

	 	•	 	Web content filtering 

  

	 	•	 	Botnet alerting 

  

	 	•	 	Store wireless/LAN alerting 

  

	 	•	 	Intrusion Detection/Prevention 

  

	 	•	 	PC/Mac/Server/POS Antivirus 

  

	 	•	 	Server Security Configuration Monitoring 

  

	 	•	 	Security Incident and Event Management 

  

	 	•	 	Vulnerability Scanning 

  

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

  

	 	•	 	Information Security Awareness 

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

  

			
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EXECUTION VERSION 
  

 
in the column labeled Supplier). 
 This support will include all tasks that would be
considered operational, upkeep and periodic changes. This would include the following: 
  

			
	 Service
Definition
	  	 Associated Work Tasks

	Production Support	  	Provide 7x24 monitoring and support for Information Security subsystems.
	  	  
 Interact and escalate with Supplier for any system defect and support
tickets

		
		  	Operational SLAs will conform to and be measured against the general IT Infrastructure Service Level Agreements
		
		  	Quarterly measurement of capacity for all security subsystems
		
		  	Provide Root Cause Analysis within expected service levels
		
		  	Troubleshoot any issues and document them for reference during steady state operation.
		
		  	Troubleshoot end-user issues, performance and availability issues, related to security subsystems
		
		  	Work closely with other IT stakeholders for solving problems on network and access issues
		
		  	Manage security sub-system releases that include upgrade of system images to N or N-1 version
		
		  	Proactively plan for refresh as per the refresh cycle and notify LS& Co on EOL (End of Life)/EOS (End of Support) versions
		
	Security Infrastructure Services	  	Performing on-going administration, management, upgrading and monitoring of sub-systems.
	  	  
 Manage, provide testing, change management, and documentation services
for changes to security sub-systems

		
		  	Monitor, detect, investigate and resolve security incidents related to security subsystems.
		
		  	Maintain Security sub-systems, to current release levels.
		
		  	Monitor patches deployment status.

  

			
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EXECUTION VERSION 
  

			
	 Service
Definition
	  	 Associated Work Tasks

		  	Analyze vulnerability scan results, create and assign problem tickets to appropriate stakeholders for remediation.
		
		  	Monitor Vulnerability Alerting ([****] *) and escalate to appropriate stake holders.
		
		  	Provide security scans on new servers and network devices prior to them being placed into production.
		
		  	Provide periodic review of security subsystem capacity and provide recommendations for upgrades. Monitor and troubleshoot technical, performance and availability issues.
		
		  	Manage changes through Change Process for all in scope sub-systems ensuring changes are authorized and auditable.
		
		  	Reporting - ensuring reports on availability and effectiveness are made available to LS&Co. at an agreed schedule.
		
	 Security
 Audit
	  	Create and assign tickets as needed to remedy compliance issues.
	  	  
 Complete and document quarterly infrastructure role based
access/entitlement reviews.

		
		  	Complete and document quarterly infrastructure separation of duty reviews.
		
	Reporting & Awareness	  	Security system availability for all information security subsystems
	  	  
 Produce Key Indicator Metrics for all information security
subsystems

		
		  	Coordinate awareness for PCI and general Security compliance. Validate and report solutions achieving desired results

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

	 	•	 	Governance Risk and Compliance Services 

  

	 	•	 	End Point Security 

  

	 	•	 	Perimeter Security 

  

			
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	 	•	 	Security Incident Management and Monitoring 

  

	 	•	 	Identity Management Security Services 

  

	 	•	 	Data Security Services 

  

	 	•	 	Application Security Services and Software assurance 

  

													
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	 	 	 LSA
	 	 LSE
	 	 AMA
	 	 LSA
	 	 LSE
	 	 AMA

	 Governance, Risk and Compliance
	 		 		 		 		 		 	
	Enforce LS&Co. policies and standards	 	X	 	X	 	X	 	X	 	X	 	X
	Report to Information Security any violations of defined information security policies by LS&Co. across Supplier delivery processes, locations, facilities and teams.	 	X	 	X	 	X	 		 		 	
	Supplier SOX and PCI lead to report to the LS&Co. Information Security office annually once per quarter review the IT controls for any changes. The lead must ensure the Supplier delivery teams follow the right process, thereby
adhering to LS&Co. policies	 	X	 	X	 	X	 		 		 	
							
	Leading audit and compliance functions is out of scope for Supplier	 	X	 	X	 	X	 		 		 	
	End Point Protection (PC/Mac/Server/POS Antivirus):	 		 		 		 		 		 	
	  
 Anti-Virus and Host Intrusion Detection / Prevention Solution
Management
  
 Supplier will provide end-to-end management of the currently
installed Symantec Anti-Virus and Host Intrusion Prevention Solution.
	 		 		 		 		 		 	
							
	The below activities will be performed by Supplier’s security team:	 		 		 		 		 		 	
	Install, update, operate, and maintain Anti-Virus protection Software on the servers by the L2-L3 teams within Supplier and co-ordinate with the desk side teams to ensure all endpoints used to deliver or support the Services are in
currency	 	X	 	X	 	X	 		 		 	
	Checking that virus definitions and scan engines are	 	X	 	X	 	X	 		 		 	

  

			
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	 	 Supplier
	 	 LS&Co.

	at latest levels on all endpoints in-scope	 		 		 		 		 		 	
							
	Monitoring of antivirus subsystem server resources – CPU and Memory	 	X	 	X	 	X	 		 		 	
	Raising alerts to Server Teams in case of high resource utilization and following Problem/Incident management path	 	X	 	X	 	X	 		 		 	
							
	Add, modify and remove policies for anti-virus, desktop firewall, HIPS / HIDS, etc.	 	X	 	X	 	X	 		 		 	
	Deployment of agents from Endpoint Protection Management console	 	X	 	X	 	X	 		 		 	
	Virus outbreak management	 	X	 	X	 	X	 		 		 	
							
	Respond to malware incident	 	X	 	X	 	X	 		 		 	
							
	Notifications to the desk side team for non-updated endpoints for virus definitions	 	X	 	X	 	X	 		 		 	
	System changes are documented and validated using standard system change tools procedures.	 	X	 	X	 	X	 		 		 	
	Procurement and or Renewal of endpoint protection solution licenses.	 		 		 		 	X	 	X	 	X
	Server/Mac/PC/POS vulnerability analysis and Patch status monitoring:	 		 		 		 		 		 	
							
	Supplier will monitor LS&Co. subscribed threat intelligence feed for items that relate to and can impact the LS&Co. operating environment. Supplier will conduct the monthly patch meeting and will conduct “out of
band” patch meetings as needed to discuss emerging vulnerabilities and assign risk ratings. Supplier will open and track tickets to various support areas to apply patches and remediate risks.	 	X	 	X	 	X	 		 		 	
	Security team is only responsible to ensure LS&Co. security patches are deployed on time by other Supplier teams and all non-compliance is reported during monthly patch meetings.	 	X	 	X	 	X	 		 		 	

  

			
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EXECUTION VERSION 
  

													
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	 Perimeter Security
  
	 		 		 		 		 		 	
	Firewall Management	 		 		 		 		 		 	
	  
 Supplier will do complete administration and management of firewalls.
Supplier’s fully managed firewall service includes:
	 		 		 		 		 		 	
							
	Performing on-going administration, management, upgrading and monitoring of firewall devices.	 	X	 	X	 	X	 		 		 	
							
	Add, remove and modify routing, security policies as per LS&Co.’s business requirement and firewall standard practices.	 	X	 	X	 	X	 		 		 	
	Interact and escalate with Supplier for any system defect and support tickets for Platinum services	 	X	 	X	 	X	 		 		 	
	Monitor, detect, investigate and resolve security incidents related to the firewalls.	 	X	 	X	 	X	 		 		 	
	Provide Root Cause Analysis within expected service levels=	 	X	 	X	 	X	 		 		 	
	Troubleshoot any issues and document them for reference during steady state operation.	 	X	 	X	 	X	 		 		 	
	Troubleshoot end-user issues, performance and availability issues, related to firewalls=	 	X	 	X	 	X	 		 		 	
	Work closely with other IT stakeholders for solving problems on network and access issues=	 	X	 	X	 	X	 		 		 	
	Manage firewall releases that include upgrade of firewall images to N or N-1 version	 	X	 	X	 	X	 		 		 	
	Proactively plan for refresh as per the refresh cycle and notify LS&Co. on EOL (End of Life)/EOS (End of Support) versions	 	X	 	X	 	X	 		 		 	
	Implement, monitor and troubleshoot High Availability functionality between pair of firewalls.	 	X	 	X	 	X	 		 		 	
	Ensuring high availability is functioning properly to avoid single point of failure and business disruption	 	X	 	X	 	X	 		 		 	
	Monitor and troubleshoot technical, performance and availability issues.	 	X	 	X	 	X	 		 		 	
	Change management, ensuring changes are authorized and auditable.	 	X	 	X	 	X	 		 		 	
	Reporting - ensuring reports on availability and effectiveness are made available to LS&Co. at an agreed schedule.	 	X	 	X	 	X	 		 		 	
	Note: [****]* Firewalls which are expected to increase by [****]* each year. [****]* of firewalls will be replaced	 	X	 	X	 	X	 		 		 	

  

			
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	 	 Supplier
	 	 LS&Co.

	as end of life each year. Firewall systems, including management systems will be updated to the latest software release each year. There are [****]* firewall incidents and [****]* changes each month. Supplier will also
provide coordination and testing for site-to-site VPN changes ([****]* each month).	 		 		 		 		 		 	
							
	Additionally, Supplier will conduct the following activities:	 		 		 		 		 		 	
	Add, remove and modify routing, security policies as per LS&Co.’s business requirement and firewall standard practices. SLA [****]* business days	 	X	 	X	 	X	 		 		 	
	Implement, monitor and troubleshoot High Availability functionality between pair of firewalls.	 	X	 	X	 	X	 		 		 	
	Ensuring high availability is functioning properly to avoid single point of failure and business disruption	 	X	 	X	 	X	 		 		 	
	Supplier will annually maintain all existing firewalls versions to N, N-1	 	X	 	X	 	X	 		 		 	
	As per the MSA, we can accommodate a [****]* increase year on year on firewalls, anything beyond [****]* will be a project work or a separate discussion on CR (Change Request)	 	X	 	X	 	X	 		 		 	
	Procurement and or Renewal of firewall hardware / software support and licenses.	 		 		 		 	X	 	X	 	X
							
	Intrusion Detection Protection/Prevention	 		 		 		 		 		 	
							
	The Supplier’s responsibilities will include:	 		 		 		 		 		 	
							
	Install, update and configure Checkpoint Network Intrusion Detection Systems (NIDS) sensors, and Checkpoint Network Intrusion Prevention Systems (NIPS) sensors to inspect all inbound and outbound network activity:	 	X	 	X	 	X	 		 		 	
							
	Identify suspicious patterns that may indicate abnormal activity or intrusion attempts	 	X	 	X	 	X	 		 		 	
							
	Send Alerts to a Supplier central monitoring facility.	 	X	 	X	 	X	 		 		 	
							
	Monitor all Checkpoint NIDS/NIPS devices from the central logging System, and provide appropriate	 	X	 	X	 	X	 		 		 	

  

			
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EXECUTION VERSION 
  

													
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	response to Alerts based upon mutually agreed procedures as defined in the Service Management & Governance Manual.	 		 		 		 		 		 	
	Review NIPS Systems logs and provide appropriate response to messages including, but not limited to, Alerts and access denial messages based upon mutually agreed procedures as defined in the Service Management & Governance
Manual.	 	X	 	X	 	X	 		 		 	
	As needed or as directed by LS&CO., install known high-risk updates as defined by Checkpoint NIDS and NIPS to the IDS-protection Software as they are approved.	 	X	 	X	 	X	 		 		 	
							
	Upon detection of an intrusion Alert, take immediate steps to notify the Information Security Services at LS&Co.:	 	X	 	X	 	X	 		 		 	
							
	Assess the scope of damage.	 	X	 	X	 	X	 		 		 	
							
	Arrest the spread and progressive damage from the intrusion.	 	X	 	X	 	X	 		 		 	
							
	Restore the environment to an operational state.	 	X	 	X	 	X	 		 		 	
							
	In the event of corruption or data loss, restore data from the last available backup with prior consultation with and approval from LS&Co.	 	X	 	X	 	X	 		 		 	
							
	Provide Alerts to LS&Co. relative to current intrusion threats either specific to LS&Co.’s Environment, encountered in Supplier’ Environment, or based upon industry information	 	X	 	X	 	X	 		 		 	
							
	Upgrade and change the Intrusion Detection/Prevention Systems as required by Third-Party Suppliers or as agreed in LS&Co. Technical Architecture and Product Standards.	 	X	 	X	 	X	 		 		 	
	Evaluate technology improvements for Intrusion Detection Protection/Prevention and bring forth those improvements to LS&Co. for consideration.	 	X	 	X	 	X	 		 		 	
	Will ensure IDS/IPS signature updates are being updated [****]*. Supplier will monitor IDS/IPS activity, analyze potential threats and will open incident tickets for corrective measures as needed.	 	X	 	X	 	X	 		 		 	

  

			
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EXECUTION VERSION 
  

													
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	Procurement and or Renewal of NIDS/NIPS Solution licenses.	 		 		 		 	X	 	X	 	X
	Web Content Filtering Solution Management	 		 		 		 		 		 	
							
	Supplier understands that complete administration and management of proxy and web content filtering solution with the current Supplier are in-scope. The following are the activities:	 		 		 		 		 		 	
							
	Configure and manage user content policies as per LS&Co.’s security policies	 	X	 	X	 	X	 		 		 	
							
	Assess & define reporting for utilization	 	X	 	X	 	X	 		 		 	
							
	Assess, define and report alerting for policy violations and thresholds to LS&Co.’ stakeholders	 	X	 	X	 	X	 		 		 	
							
	Alerting on web, HTTPS Vulnerabilities	 	X	 	X	 	X	 		 		 	
							
	Analyze potential threats for incidents and escalate for detailed investigation	 	X	 	X	 	X	 		 		 	
							
	Supplier will ensure web content filtering updates are being updated on a daily basis. Supplier will receive requests for web content access and/or blocking, will assess the risk and business need and will manage changes to the Web
Content filtering system. The SLA for filter changes is <3 business days. Supplier will initiate an annual review of approved and blocked content categories.	 	X	 	X	 	X	 		 		 	
	Procurement and or Renewal of Web Content Filtering Solution licenses.	 		 		 		 	X	 	X	 	X

  

			
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EXECUTION VERSION 
  

													
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	Remote Access Solution Management	 		 		 		 		 		 	
	 Supplier will manage LS& Co’ currently deployed Remote Access Solution (VPN) - for employees and the Site to Site VPN for Suppliers
to provide secure access to mobile users as well as third parties, partners and contractors as per your security policy and on a need-to-know basis.

Supplier’s managed Remote Access services include:
	 		 		 		 		 		 	
	Performing on-going administration, management and monitoring of VPN devices.	 	X	 	X	 	X	 		 		 	
							
	Creating users, groups, authentication servers and assigning security policies as per need-to-know basis.	 	X	 	X	 	X	 		 		 	
							
	Resolution and or guidance for remote user access related issues.	 	X	 	X	 	X	 		 		 	
							
	Monitor, troubleshoot and resolve any technical, performance and availability issues.	 	X	 	X	 	X	 		 		 	
							
	Change management, ensuring changes are authorized and auditable.	 	X	 	X	 	X	 		 		 	
							
	Reporting - ensuring reports on availability and effectiveness are made available to LS&Co. at an agreed schedule.	 	X	 	X	 	X	 		 		 	
							
	[****]* VPN concentrators providing Remote Access capability for employees and suppliers. There are [****]* incidents each month and [****]* changes. The VPN systems also have a management console that must be
maintained. VPN Systems will be brought up to current release level each year. Supplier will create and deploy and modify VPN profiles based on user requirements ([****] * business days). Supplier will monitor for compliance issues and will
manage remediation of compliance issues.	 	X	 	X	 	X	 		 		 	

  

			
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EXECUTION VERSION 
  

													
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	Supplier will manage the process to assign, install and revoke certificates for Remote Access users. New certificates will be created and delivered within [****]* business days. Supplier will monitor for upcoming revocation
of certificates and will make necessary communications and changes to avoid disruption of service. Supplier will ensure certificates are revoked as they are no longer needed.	 	X	 	X	 	X	 		 		 	
	Procurement and or Renewal of VPN hardware / software support and user licenses, including renewal of remote user certificates is out of scope, except renewal of certificate lease	 		 		 		 	X	 	X	 	X
							
	Store Wireless Alerts	 		 		 		 		 		 	
							
	Supplier will ensure store wireless alert signature updates are being updated on a daily basis. Supplier will monitor alert activity for store LAN and wireless events and will open incident tickets for corrective measures as
needed.	 	X	 	X	 	X	 		 		 	
							
	Intrusion Alerts from [****]* at the stores will be monitored and reviewed by the supplier	 	X	 	X	 	X	 		 		 	
	Procurement of WAP devices including troubleshooting Wireless LAN issues at the stores is out of scope for the security team	 		 		 		 	X	 	X	 	X
	Security Incident Event Management and Reporting	 		 		 		 		 		 	
	Supplier will manage LS&Co.’s currently deployed [****]* Solution. The supplier responsibilities will include:	 		 		 		 		 		 	
	[****] * Correlation policy Configuration (including rule-base addition / modification / deletion)	 	X	 	X	 	X	 		 		 	
	 Defining custom Correlation rules
 Integration
or Deletion of new or existing log sources.
	 	X	 	X	 	X	 		 		 	
	Integration or Deletion of new or existing log	 	X	 	X	 	X	 		 		 	

  

			
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EXECUTION VERSION 
  

													
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	sources.	 		 		 		 		 		 	
							
	Escalate incidents to CSIRT teams and support the investigations	 	X	 	X	 	X	 		 		 	
	Analyze false positive and provide suggestions to modify/delete the correlation rules.	 	X	 	X	 	X	 		 		 	
	Incident Management and Closure	 	X	 	X	 	X	 		 		 	
	Supplier coordination for latest patch release, bug fix and hardware fix	 	X	 	X	 	X	 		 		 	
	Botnet Alerting	 		 		 		 		 		 	
	Supplier will ensure botnet signature updates are being updated [****]* basis. Supplier will monitor botnet activity and will open incident tickets for corrective measures as needed	 	X	 	X	 	X	 		 		 	
	Procurement of SIEM software and its Supplier services is out of scope for Supplier	 		 		 		 	X	 	X	 	X
	Identity and Access Management	 		 		 		 		 		 	
	 [****]* Identity Management Administration
  

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

action(s).
	 	X	 	X	 	X	 		 		 	

  

			
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EXECUTION VERSION 
  

													
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	Supplier will monitor and manage compliance issues and alerts and escalate any unresolved compliance issues.	 	X	 	X	 	X	 		 		 	
	Supplier will conduct testing, change management and documentation services for ID management and SSO (single Sign-On) system changes and maintenance activities	 	X	 	X	 	X	 		 		 	
	Supplier will provide control evidence for audit purposes include creation and distribution of reports concerning ID compliance (orphan reports, inactivity reports, compliance reports, etc.). Generate and publish scheduled reports
and be the primary contact for downstream consumers of identity related information (e.g. Net ID, EMP ID, Email etc.)	 	X	 	X	 	X	 		 		 	
	Supplier will manage changes through Change Process.	 	X	 	X	 	X	 		 		 	
	Supplier will conduct annual SOD reviews.	 	X	 	X	 	X	 		 		 	
	Supplier will manage on-going KPI (Key Performance Indicators) in the areas of system availability, compliance and operational effectiveness.	 	X	 	X	 	X	 		 		 	
	Supplier will provide role, policy, services (e.g. Unix, SQL AD, workflow and activity management administrative and problem resolution services for identity management platforms.	 	X	 	X	 	X	 		 		 	
	Supplier will be primary contact for all L2 activities for the SSO federation partners and work directly with customers and SSO federation partners in troubleshooting federation and SSO related issues.	 	X	 	X	 	X	 		 		 	
	Supplier will be the primary IT security contact for helping to resolve L2 SSO related issues not related to the core SSO infrastructure (e.g. browser, desktop and network issues).	 	X	 	X	 	X	 		 		 	
	Resolution of incidents related to in-scope ITIM components	 	X	 	X	 	X	 		 		 	
	Problem management for critical and frequently repeated incidents	 	X	 	X	 	X	 		 		 	
	Patch Management	 	X	 	X	 	X	 		 		 	
	Administrative configuration changes (existing	 	X	 	X	 	X	 		 		 	

  

			
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EXECUTION VERSION 
  

													
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	Workflows, user defined fields, Group & Group Administration, ITIM Rules, ITIM Policies, Process Definitions, Adaptors)	 		 		 		 		 		 	
	Log monitoring & Proactive monitoring/support for ITIM components	 	X	 	X	 	X	 		 		 	
	Monitor & resolve process and transaction failures	 	X	 	X	 	X	 		 		 	
	Monitor and manage compliance issues and alerts and escalate any unresolved compliance issues	 	X	 	X	 	X	 		 		 	
	Trouble shooting & escalation	 	X	 	X	 	X	 		 		 	
	Accommodate minor workflow, scripting and cosmetic changes in the existing code base,	 	X	 	X	 	X	 		 		 	
	Review of console logs (i.e. provisioning failures)	 	X	 	X	 	X	 		 		 	
	Configuration and release management	 	X	 	X	 	X	 		 		 	
	Rebuild / Recovery support	 	X	 	X	 	X	 		 		 	
	Troubleshooting of any incident tickets escalated from L2 Support team	 	X	 	X	 	X	 		 		 	
	Manage on-going KPI (Key Performance Indicators) in the areas of system availability, compliance and operational effectiveness	 	X	 	X	 	X	 		 		 	
	Provide role, policy, services, workflow and activity management administrative and problem resolution services for in scope identity management platform (ITIM components)	 	X	 	X	 	X	 		 		 	
	Installation of patches and hot-fixes received from IBM and performing PIV	 	X	 	X	 	X	 		 		 	
	Incident handling and liaison with product Supplier; escalation to product Supplier (IBM Support) and coordination as needed	 	X	 	X	 	X	 		 		 	
	Performing PIV tests of IDM components for supporting the third party re-installation/ re-build activities	 	X	 	X	 	X	 		 		 	
	In case of any change in the product space, the same needs to be carried out thru a Change-Request process.	 		 		 		 	X	 	X	 	X
	Application support not related to Identity Management	 		 		 		 	X	 	X	 	X
	New application integration to the ITIM	 		 		 		 	X	 	X	 	X

  

			
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EXECUTION VERSION 
  

													
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	infrastructure	 		 		 		 		 		 	
	L3 activities fall under the development realm and is not considered L1 and L2 activities as per Supplier	 		 		 		 	X	 	X	 	X
	Application Security and Software Assurance	 		 		 		 		 		 	
	Infrastructure Vulnerability Scans:	 	X	 	X	 	X	 		 		 	
	The Supplier will manage the process to conduct [****]* vulnerability scans on the inside and outside of the network. All Internet touch points will be scanned. All devices on the internal network will be scanned. Supplier
will open and track tickets for high and medium risk vulnerabilities. Supplier will ensure the PCI report is filed [****]*. Supplier will ensure all portions of the network are scanned. Supplier should plan on [****]* vulnerability
tickets each month Supplier will conduct ad-hoc scans as required and create ad-hoc scan reports as required, estimated to be no more than [****]* each month.	 		 		 		 		 		 	
	Web Application Scans:	 		 		 		 		 		 	
	The Supplier’s responsibilities to provide Application Security Services will include:	 		 		 		 		 		 	
	The Ecommerce team at LS&Co. produces [****]* major releases [****]* minor releases every [****]* and these are production code changes. Supplier LLC Application Security will perform Application Security
Vulnerability scans by leveraging the [****]* tool at LS&Co.	 	X	 	X	 	X	 		 		 	
	The [****]* will be used as a standard template for all scanning and reporting requirements by default. The Supplier Application Security team will work with the Ecommerce team to develop specific scan templates within the
[****]* tool as recommended by LS&Co. as needed.	 	X	 	X	 	X	 		 		 	
							
	Supplier Enterprise Security team will co-ordinate mitigation of any gaps identified within the scan reports. Supplier to follow the SLA defined and agreed for Web application scan reports	 	X	 	X	 	X	 		 		 	
	Procurement and or Renewal of [****]* or	 		 		 		 	X	 	X	 	X

  

			
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EXECUTION VERSION 
  

													
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	any VA/Application Scanning tool	 		 		 		 		 		 	
							
	Data Security Services	 		 		 		 		 		 	
							
	Certificate Management:	 		 		 		 		 		 	
							
	The Supplier’s responsibilities to provide Data Security Services will include:	 		 		 		 		 		 	
	Maintenance of the complete Certificate Management Service infrastructure (including Certificate Management applications, databases, policies, configuration, software updates and any other technical component) as defined in the
Operations Manual.	 	X	 	X	 	X	 		 		 	
	Procurement and or Renewal of PKI certificates and its Licenses.	 		 		 		 	X	 	X	 	X
	Symantec Server Security Configuration Monitoring	 		 		 		 		 		 	
	Install, update, operate, and maintain server security configuration monitoring system and co-ordinate with appropriate teams to ensure all endpoints used to deliver or support the services are in currency	 	X	 	X	 	X	 		 		 	
	Checking that policy definitions and scan engines are at latest levels on all endpoints in-scope	 	X	 	X	 	X	 		 		 	
	Monitoring server security configuration monitoring system subsystem server resources – CPU and Memory	 	X	 	X	 	X	 		 		 	
	Raising alerts to Server Teams in case of high resource utilization and following Problem/Incident management path	 	X	 	X	 	X	 		 		 	
	Add, modify and remove policies for server security configuration monitoring system.	 	X	 	X	 	X	 		 		 	
	Deployment of agents for security configuration monitoring system	 	X	 	X	 	X	 		 		 	
	Open and manage incidents as needed to eliminate security configuration monitoring system compliance issues	 	X	 	X	 	X	 		 		 	
	Notifications to desk side Team for non-updated endpoint clients	 	X	 	X	 	X	 		 		 	
	System changes are documented and validated	 	X	 	X	 	X	 		 		 	

  

			
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EXECUTION VERSION 
  

													
	 Principal Activity
	 	 Supplier
	 	 LS&Co.

	using standard system change tools procedures. Create monthly reports	 		 		 		 		 		 	
	Procurement of [****]* Licenses	 		 		 		 	X	 	X	 	X

 Volumetric: 
  

			
	 Element
	  	 Due Diligence Metrics

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

  

	1.	PROJECT POOL HOURS PROJECTS 

 Project Pool Hours Projects are Projects greater than 40 hours in
duration that are performed by the Project Pool Staff. Project Pool Hours Projects may also include Projects of equal to or less than 40 hours in duration that exceed the Steady State Cap. 

These will be further sub-divided into 
  

	 	a)	Security related infrastructure led projects 

 Supplier will provide the infrastructure Project
Pool hours to LS&Co. each year for a 5 year period, based on the Project forecasts provided by LS&Co. Currently this pool 

  

			
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constitutes of 1,000 hours per year for Security Services, 
 Service Provider will
initially allocate resources to the Project Pool Staff in accordance with the hours per Skillset Category as agreed below. Any skillset required outside of the Skillset Categories will be made available to LS&Co. outside of the Project Pool, in
accordance with the rate card submitted. 
 Currently the pool is planned to have following resources 

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

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

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

 

	 	b)	Application -led projects 

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

	2.	MAJOR PROJECTS 

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

Reporting: 
  

					
	Meetings		Among other meetings, Supplier will have an Information Security representative at:
			
			 •       
		The daily Operations Meeting to represent Information Security issues.
			
			 •       
		Change Control
			
			 •       
		The Weekly Information Security Team meeting.
			
					Among other meetings, Supplier will conduct the following meetings
			
			 •       
		Monthly patch review meeting
			
			 •       
		Monthly Supplier Service Review Meeting (showing SLA adherence
			
			 •       
		Weekly Information Security/Issues meeting

  

			
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 Administrative: 

Supplier will conduct the following activities: 
  

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

  

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

 

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

 

	 	•	 	Produce a daily report of open Information Security Issues 

  

	 	•	 	Produce a monthly report with key metrics specified by GIS 

  

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

  

	 	•	 	Represent GIS in operational escalation calls 

 Transition: 

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

	 	•	 	Supplier will develop the Knowledge Transfer Process Document 

  

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

  

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

  

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

  

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

 

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

  

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

  

			
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MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 2 

DESCRIPTION OF SERVICES 

ATTACHMENT 2.3.7 

DESCRIPTION OF SERVICES – INFORMATION TECHNOLOGY
SERVICES 
 IT APPLICATIONS 

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	1.	INTRODUCTION 

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

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

 

	 	•	 	Application Support and Maintenance 

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

	2.	SERVICE DESCRIPTION 

 The following sections in this Exhibit describe the Services that
Supplier will carry out that relate to the Applications. 
 2.1 INCIDENT AND SERVICE REQUEST MANAGEMENT 

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

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

 

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

 

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

  

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

  

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

  

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

 

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

 

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

  

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

 

	 	(1)	Respond to paging from Service Desk. 

  

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

  

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

2.2 PROBLEM MANAGEMENT 

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

 

	 	2.2.1	Identify and log Known Errors and Problems. 

  

	 	2.2.2	Maintain a Known Error Database and problem log. 

  

	 	2.2.3	Perform Problem identification and resolution, including: 

  

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

  

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

  

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

  

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

  

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

 

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

 

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

2.3 MONITORING 
  

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

  

	 	2.3.2	Monitoring Applications 

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

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

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

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

  

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

  

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

  

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

  

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

  

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

  

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

 

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

  

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

 

	 	2.3.6	Maintain documentation related to operations and production support. 

  

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

2.4 PATCH MANAGEMENT 

Supplier shall: 
  

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

 

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

  

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

  

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

  

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

 

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

  

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

  

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

  

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

  

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

  

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

 2.5 CHANGES / ENHANCEMENTS 

 

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

 

	 	2.5.2	The enhancements will cover the following types of work - 

  

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

  

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

  

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

 

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

  

	 	(iii)	Develop and test the enhancements 

  

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

  

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

  

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

  

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

  

			
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 2.6 CONTINUOUS SERVICE IMPROVEMENT 

 

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

  

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

  

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

  

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

  

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

2.7 RELEASE AND DEPLOYMENT MANAGEMENT 
  

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

  

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

  

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

  

			
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 2.8 PROCESS MANAGEMENT, STANDARDIZATION AND POLICIES AND PROCEDURES MANUAL 

 

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

  

	 	2.8.2	The Operations Manual will describe: 

  

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

  

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

  

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

  

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

  

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

  

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

 

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

 

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

  

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

  

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

 2.9 SYSTEM PERFORMANCE – AVAILABILITY AND
CAPACITY MANAGEMENT 
  

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

 

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

 

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

  

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

  

	 	2.10	DEMAND MANAGEMENT – APPLICATION ENHANCEMENTS 

  

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

 

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

  

	 	2.10.3	 On a quarterly basis, the threshold enhancement effort for each application group will be discussed, finalized, and flexed as feasible between the
application groups per agreement between both parties based upon business requirements. On a monthly basis, Supplier will make every attempt on a 

  

			
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best effort basis by tapping into resources based on availability to flex between application groups to accommodate enhancement needs. 

 

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

 

	 	2.11	DOCUMENTATION – KNOWLEDGE MANAGEMENT 

  

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

  

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

  

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

  

	 	2.12	SECURITY AND ACCOUNT MANAGEMENT 

  

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

  

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

 

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

  

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

  

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

 

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

  

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

  

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

  

	 	2.13	TESTING AND QUALITY ASSURANCE 

  

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

 

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

  

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

  

	 	2.14	SERVICE COVERAGE 

  

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

  

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

 2.14.3 
  

	3.	APPLICATION SUPPORT AND MAINTENANCE 

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

							
	 Ref. ID
	 	 Principal Activities
	 	 Responsibility

	 	 	 Supplier
	 	 LS&Co.

	AMS.1	 	APPLICATION SUPPORT & MAINTENANCE	 		 	
				
	AMS.1.1	 	Application Support (Sub Function)	 		 	
				
	AMS.1.1.1	 	LS&Co. End-user request tickets to be created via Service Desk	 		 	Ö
				
	AMS.1.1.2	 	Maintain Ticket status for in-scope Applications and Services	 	Ö	 	
				
	AMS.1.1.3	 	Validate all Ticket information and correct such information	 	Ö	 	

  

			
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	 Ref. ID
	 	 Principal Activities
	 	 Responsibility

	 	 	 Supplier
	 	 LS&Co.

		 	with end user/ Services Desk	 		 	
				
	AMS.1.1.4	 	Reassigning tickets in accordance with LS&Co. policies and procedures in the event the ticket is not related to an application / Interface in scope of Supplier	 	Ö	 	
				
	AMS.1.1.5	 	Provide analysis on customer assistance and break-fix tickets to recommend improvements	 	Ö	 	
				
	AMS.1.1.6	 	Develop work effort planning estimate for resolution/completion of Tickets and communicate such estimate to LS&Co. via e-mail or other electronic means	 	Ö	 	
				
	AMS.1.1.7	 	Acknowledge and Resolve all in-scope Tickets	 	Ö	 	
				
	AMS.1.1.8	 	Coordinate, facilitate, own and drive the resolution of Tickets associated with the maintenance of in-scope Applications Services and Interfaces	 	Ö	 	
				
	AMS.1.1.9	 	Act as a single point of contact for the maintenance of in-scope Applications, Services and Interfaces	 	Ö	 	
				
	AMS.1.1.10	 	Release manage Tickets and communicate to LS&Co. for review and approval	 	Ö	 	
				
	AMS.1.1.11	 	Provide end users with proper training on application functionality, application usage expected job functions for in-scope Applications	 		 	Ö
				
	AMS.1.1.12	 	Provide previously trained end users with support and guidance, regarding the proper use and functionality of in-scope Applications	 	Ö	 	
				
	AMS.1.1.13	 	 Revise the required process and technical documents related to any change done by Supplier in the in-scope Applications and Interfaces
including but not limited to the following - Functional/Technical specs, Configuration Document, End User Process Manual, User Work Guides and End user training documents.
  

In case there is no existing documentation, creation of the document will be limited to the change implemented by Supplier
	 	Ö	 	
				
	AMS.1.1.14	 	Manage Supplier Staff providing in-scope Application maintenance so holidays, vacation or sick time do not degrade Supplier’s ability to meet applicable Service Levels	 	Ö	 	
				
	AMS.1.1.15	 	Prepare the reports listed in Exhibit 6 - reports and otherwise provided for in the Agreement	 	Ö	 	
				
	AMS.1.1.16	 	Complete training/certification for Supplier Staff as needed in compliance with the requirements of the Master Services Agreement	 	Ö	 	

  

			
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EXECUTION VERSION 
  

							
	 Ref. ID
	 	 Principal Activities
	 	 Responsibility

	 	 	 Supplier
	 	 LS&Co.

	AMS.1.1.17	 	 The below is applicable only when an LS&Co. Third Party Contractor needs to be engaged:

 
 For all in scope applications and interfaces, Supplier will take ownership of tickets and
coordinate with LS&Co. Third Party Contractors to resolve tickets and identify and document the root cause analysis. Supplier will act as a single point of contact on the ticket during the resolution process to any external stakeholder in
LS&Co. (Ex: Business) and drive any communication on the ticket status/progress/Root cause within LS&Co. for the in scope applications and interfaces.
  

Any escalation to LS&Co. in case of non-co-operation from LS&Co. Third Party Contractors will follow the escalation process laid out in the Process
Manual as identified during transition period.
	 	Ö	 	
				
	AMS.1.1.18	 	Supplier will provide assistance to the LS&Co. Third Party Contractor for any interface incidents having dependency on the applications in scope of Supplier	 	Ö	 	
				
	AMS.1.1.19	 	Management of escalation raised by Supplier on LS&Co. Third Party Contractor	 		 	Ö
				
	AMS.1.1.20	 	Maintain the list of applications and interfaces in scope of Supplier in the CMDB in ServiceNow tool.	 	Ö	 	
				
	AMS.1.1.21	 	Maintain in-scope Applications and administration roles and responsibilities in accordance with the Governance Procedures	 	Ö	 	
				
	AMS.1.1.22	 	Attend regular status meetings as set forth in Exhibit 5 (Governance) and as otherwise required by LS&Co	 	Ö	 	
				
	AMS.1.1.23	 	Provide assistance, cooperation and documentation to LS&Co. Third Party Contractors if requested by LS&Co, for the work related to in-scope Applications.	 	Ö	 	
				
	AMS.1.1.24	 	Notify LS&Co. Third Party Contractors of potential maintenance/support/enhancement projects if requested by LS&Co.	 	Ö	 	
				
	AMS.1.1.25	 	Maintain log of requested changes for future maintenance release for in-scope Applications	 	Ö	 	

  

			
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EXECUTION VERSION 
  

							
	 Ref. ID
	 	 Principal Activities
	 	 Responsibility

	 	 	 Supplier
	 	 LS&Co.

	AMS.1.1.26	 	Trouble shoot and resolve tickets related to in-scope interfaces in Section 4	 	Ö	 	
				
	AMS.1.2	 	Application Maintenance (Sub Function)	 		 	
				
	AMS.1.2.1	 	Develop / resolve in-scope Application code or operational modifications as it relates to identified errors to correct problems where required	 	Ö	 	
				
	AMS.1.2.2	 	Report Problems by opening a Ticket in accordance with LS&Co.’ Problem management process	 	Ö	 	
				
	AMS.1.2.3	 	Manage, resolve and escalate reported Problems for the in-scope Applications and databases	 	Ö	 	
				
	AMS.1.2.4	 	Perform Root Cause Analysis for Business Outage Tickets in Priority 1 and Priority 2 in form of problem management. Root cause analysis will be done for other tickets including Priority 3 on a need basis as part of continuous
improvement process	 	Ö	 	
				
	AMS.1.2.5	 	Analyze, design, build, test and deploy planned releases to in-scope Applications and/or system enhancements in a defined process	 	Ö	 	
				
	AMS.1.2.6	 	Update user, system, and operations documentation as necessary	 	Ö	 	
				
	AMS.1.2.7	 	Providing workarounds as a short-term, quick fix where possible to avoid work stoppage and continue normal business operations	 	Ö	 	
				
	AMS.1.2.8	 	Prevent production abnormal terminations for in-scope Application 	 	Ö	 	
				
	AMS.1.2.9	 	 For any Data reconciliation / integrity issues, Supplier will own identification and resolution of the issue. Supplier will provide technical
support to trouble shoot issues. Supplier will support LS&Co. business by providing data and reports needed for isolation of the issue.
  

LS&Co. Business will analyze the data and reports to isolate the transaction / master data that caused the issue. If during this analysis, it is apparent
that issue is a technical issue, Supplier will own identification of the root cause and fix the issue.
  

Once the root cause of the issue is identified, Supplier will analyze if data discrepancy / reconciliation issue can be fixed using an existing business
application.
 If issue can be fixed via business application, Supplier will
	 	Ö	 	

  

			
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EXECUTION VERSION 
  

							
	 Ref. ID
	 	 Principal Activities
	 	 Responsibility

	 	 	 Supplier
	 	 LS&Co.

		 	jointly work with the Business users and will make the recommendation to LS&Co. LS&Co. will review the practical feasibility of the recommendation and will approve such recommendation. LS&Co. business users will fix the
data in this case on approval. If issue cannot be fixed using a business application or if LS&Co. does not approve the recommendation of Supplier as stated above due to feasibility considerations, then Supplier will fix the data programmatically
using the Change Management process with guidance from LS&Co. business users.	 		 	
				
	AMS.1.2.10	 	Review the recommended solution proposed by Supplier and provide the approval for implementation of data discrepancy/reconciliation issues.	 		 	Ö
				
	AMS.1.2.11	 	Implement any break-fix identified for in-scope Applications/Interfaces through incident management and proactive monitoring. This includes taking appropriate action necessary to restore immediate service for in-scope applications
to LS&Co., including coordination with LS&Co. Third Party Contractors as required. Identification of any long term fix needed to prevent the reoccurrence of the problem/incident will be taken up as part of Problem Management. Implementation
of long term fix will be prioritized by Supplier and the same will not be part of the enhancement hours.	 	Ö	 	
				
	AMS.1.2.12	 	Analyze Incident-related Tickets for major Incidents or repeat Incidents to identify Problems and Known Errors	 	Ö	 	
				
	AMS.1.2.13	 	Coordinate corrections through LS&Co.’s change management and release management processes	 	Ö	 	
				
	AMS.1.2.14	 	Identify opportunities for incidents to be resolved at first level (Service Desk) and collaborate to with Service Desk	 	Ö	 	
				
	AMS.1.2.15	 	Provide access to Supplier’s personnel to tools, workstations, software & environments owned by LS&Co. and needed by Supplier for execution of services described in this agreement	 		 	Ö
				
	AMS.1.3	 	Application Maintenance – Preventive	 		 	
				
	AMS.1.3.1	 	Identify in-scope Application performance tuning, code restructuring, and other efforts to improve the efficiency and reliability of programs and to minimize ongoing	 	Ö	 	

  

			
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EXECUTION VERSION 
  

							
	 Ref. ID
	 	 Principal Activities
	 	 Responsibility

	 	 	 Supplier
	 	 LS&Co.

		 	maintenance requirements where effort estimates fit the threshold of non-business enhancement effort	 		 	
				
	AMS.1.3.2	 	Propose enhancements to improve existing performance and take them through LS&Co.’s change management process. Implement enhancements once approved by LS&Co. Effort for implementing such enhancements will be considered
within the enhancement hours bucket only if the enhancement proposed is due to a change or a new business requirement, process flow or expected outcome.	 	Ö	 	
				
	AMS.1.3.3	 	Assess opportunities to reduce (or avoid) costs associated with in-scope Application Maintenance Services	 	Ö	 	
				
	AMS.1.3.4	 	Provide estimates of the effort for preventive maintenance	 	Ö	 	
				
	AMS.1.3.5	 	Monitor and analyze Tickets to identify potential trends and Problems	 	Ö	 	
				
	AMS.1.3.6	 	Review and analyze system logs and other commonly available alert and take corrective action	 	Ö	 	
				
	AMS.1.3.7	 	Identify and assess software patches for in-scope Applications and notify LS&Co. as appropriate	 	Ö	 	
				
	AMS.1.3.8	 	Any identified and approved patches will be implemented by Supplier as part of regular Service Request within the monthly threshold volume and the hours will not be consumed against any bucket of enhancement hours irrespective of
level of effort.	 	Ö	 	
				
	AMS.1.3.9	 	Review and approve preventative and patch Maintenance	 		 	Ö
				
	AMS.1.3.10	 	Identify areas where preventive maintenance might be performed to improve in-scope Application efficiency, in terms of both the performance of the in-scope Application and any related maintenance effort	 	Ö	 	
				
	AMS.1.3.11	 	Supplier will be responsible for application monitoring and alerting either by leveraging tools that LS&Co. currently owns Or bring in their tools and best practices based upon the feasibility and compatibility	 	Ö	 	
				
	AMS.1.3.12	 	LS&Co. to assist Supplier in implementation of the Application Monitoring tools and alerts wherever necessary. Effort needed to implement any tool from Supplier will not be consumed against any enhancement bucket.	 		 	Ö
				
	AMS.1.4	 	Maintenance - Production Control and Scheduling	 		 	

  

			
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EXECUTION VERSION 
  

							
	 Ref. ID
	 	 Principal Activities
	 	 Responsibility

	 	 	 Supplier
	 	 LS&Co.

				
	AMS.1.4.1	 	Provide in-scope Application maintenance in support of the 24x7 (except during scheduled maintenance hours) production-processing schedule	 	Ö	 	
				
	AMS.1.4.2	 	Monitor and work with the LS&Co. to update production schedules for in-scope Applications	 	Ö	 	
				
	AMS.1.4.3	 	Update access and parameter tables contained within in-scope Applications where applicable	 	Ö	 	
				
	AMS.1.4.4	 	Coordinate with LS&Co. for scheduling jobs	 	Ö	 	
				
	AMS.1.4.5	 	 Supplier will own the issues with respect to batch scheduling and monitoring for in scope applications. After restoring service from an
unplanned outage, Supplier will insure that:
  

•       all batch jobs are processed/cancelled per application needs

•       Interface files are process per application needs

•       Data is restored per application needs.
	 	Ö	 	
				
	AMS.1.4.6	 	Assist LS&Co. with scheduling, black-out recovery, job balancing, and production output monitoring for completion and correctness, and monitoring exception logs	 	Ö	 	
				
	AMS.1.4.7	 	Review production output for correctness for in-scope Applications	 	Ö	 	
				
	AMS.1.4.8	 	Support production staffs to adapt operational processes and procedures	 	Ö	 	
				
	AMS.1.4.9	 	Inform Supplier of planned changes to LS&Co. Equipment, LS&Co. Software and LS&Co.’s network that could impact the in-scope Applications	 		 	Ö
				
	AMS.1.4.10	 	Assist in forecasting network requirements and bandwidth / capacity for in-scope Applications	 		 	Ö
				
	AMS.2	 	Application Enhancements	 		 	
				
	AMS.2.0	 	 Unless otherwise instructed by LS&Co., Supplier shall perform the following for in scope applications and within the cumulative effort of
enhancement threshold as present in Section 5 of this proposed description of Services.
  

•     If Cumulative effort of Enhancement threshold agreed upon monthly budgeted effort
exceeds the documented in Section 5, then it should be taken
	 	Ö	 	

  

			
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EXECUTION VERSION 
  

							
	 Ref. ID
	 	 Principal Activities
	 	 Responsibility

	 	 	 Supplier
	 	 LS&Co.

		 	 thru LS&Co. Application Project Work
	 		 	
				
	AMS.2.1	 	Planning	 		 	
				
	AMS.2.1.1	 	Provide business requirements	 		 	Ö
				
	AMS.2.1.2	 	Develop the functional and technical specifications	 	Ö	 	
				
	AMS. 2.1.3	 	Estimate effort required by Supplier to complete the enhancement. For any third party involvement, requirements/dependencies and due date would be passed on to them.	 	Ö	 	
				
	AMS.2.1.4	 	Develop high level design, functional and technical design as appropriate	 	Ö	 	
				
	AMS. 2.1.5	 	Prepare schedule for development, testing and release to production	 	Ö	 	
				
	AMS. 2.1.6	 	Review and approve key enhancement deliverables including but not limited the estimates proposed by Supplier for that enhancement	 		 	Ö
				
	AMS.2.2	 	Build	 		 	
				
	AMS.2.2.1	 	Review & approve functional specifications and high level data specifications	 		 	Ö
				
	AMS.2.2.2	 	Develop software using LS&Co. approved tools	 	Ö	 	
				
	AMS.2.2.3	 	Configure in-scope Applications	 	Ö	 	
				
	AMS.2.2.4	 	Construct software for in-scope Applications	 	Ö	 	
				
	AMS.2.2.5	 	Draft cut over plan, as necessary	 	Ö	 	
				
	AMS.2.2.6	 	Prepare back out / rollback plan	 	Ö	 	
				
	AMS.2.2.7	 	Develop data conversion plan, as required	 	Ö	 	
				
	AMS.2.2.8	 	Adhere to the information security requirements per LS&Co. Global Information Security Policy	 	Ö	 	
				
	AMS.2.2.9	 	Conform to LS&Co.’s Standards, including user interface, machine interface, and programming standards (for example, GUI, EDI and IP) for Application Maintenance	 	Ö	 	
				
	AMS.2.2.10	 	Provide necessary access and permission to Supplier for using the existing LS&Co. infrastructure for enhancements.	 		 	Ö
				
	AMS.2.2.11	 	Provide software development licenses for enhancements	 		 	Ö

  

			
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EXECUTION VERSION 
  

							
	 Ref. ID
	 	 Principal Activities
	 	 Responsibility

	 	 	 Supplier
	 	 LS&Co.

				
	AMS.2.2.12	 	Provide access and continue using the existing source control tools at LS&Co	 		 	Ö
				
	AMS.2.3	 	Testing	 		 	
				
	AMS.2.3.1	 	Develop Test Plans	 	Ö	 	
				
	AMS.2.3.2	 	Develop Unit Test cases	 	Ö	 	
				
	AMS.2.3.3	 	Develop Integration and System Testing Test cases whenever applicable	 	Ö	 	
				
	AMS.2.3.4	 	Review and approval of test plans and test cases	 		 	Ö
				
	AMS.2.3.5	 	Execute test cases/scripts, with documented evidence (screen prints and/or reports)	 	Ö	 	
				
	AMS.2.3.6	 	Execute integration and system test cases when applicable (determined at the sole discretion of LS&Co.).	 	Ö	 	
				
	AMS.2.3.7	 	Execute Regression and Performance test cases when applicable (determined at the sole discretion of LS&Co.).	 	Ö	 	
				
	AMS.2.4	 	User Acceptance Testing	 		 	
				
	AMS.2.4.1	 	Provide test plans, test cases, and test scripts (created as part of Integration Testing) for user acceptance testing	 	Ö	 	
				
	AMS.2.4.2	 	 Supplier will develop and document UAT test cases based on the Integration and System Testing test cases

 
 Any new test cases as required by Business and not covered as part of Integration and
System test cases need to be identified by Business Users
  
 The primary ownership of UAT
execution will lie with business
  
 All UAT test cases will be reviewed and approved by
LS&Co.
	 	Ö	 	
				
	AMS.2.4.3	 	Create test data required by LS&Co. to perform UAT	 		 	Ö
				
	AMS.2.4.4	 	Assist the business of LS&Co. in execution of UAT test cases, as required	 	Ö	 	
				
	AMS.2.4.5	 	Execute UAT scripts	 		 	Ö
				
	AMS.2.5	 	Training applicability based on mutual agreement between Supplier and LS&Co.	 		 	

  

			
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EXECUTION VERSION 
  

							
	 Ref. ID
	 	 Principal Activities
	 	 Responsibility

	 	 	 Supplier
	 	 LS&Co.

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

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

  

			
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EXECUTION VERSION 
  

							
	 Ref. ID
	 	 Principal Activities
	 	 Responsibility

	 	 	 Supplier
	 	 LS&Co.

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

  

			
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EXECUTION VERSION 
  

							
	 Ref. ID
	 	 Principal Activities
	 	 Responsibility

	 	 	 Supplier
	 	 LS&Co.

	AMS.4.5	 	Provide technical leadership and direction	 	Ö	 	
				
	AMS.4.6	 	Provide leading practices where applicable	 	Ö	 	
				
	AMS.4.7	 	Build medium to long term skill level demand forecasts for operational as well as project/ enhancement work	 	Ö	 	
				
	AMS.4.8	 	Maintain end user satisfaction with IT services	 	Ö	 	
				
	AMS.4.9	 	Assure compliance with all Agreement terms and conditions	 	Ö	 	
				
	AMS.4.10	 	Support / implement continuous improvement opportunities	 	Ö	 	
				
	AMS.4.11	 	Administer issue, risk and governance processes in control of Supplier	 	Ö	 	
				
	AMS.4.12	 	Work closely with Supplier to mitigate risks / issues pertaining to LS&Co. Third Party Contractors	 		 	Ö
				
	AMS.4.13	 	Provide timely reporting in the delivery of services	 	Ö	 	
				
	AMS.4.14	 	Generate monthly invoice for Supplier Services	 	Ö	 	
				
	AMS.5	 	DEMAND MANAGEMENT AND CAPACITY PLANNING for Application Enhancements	 		 	
				
	AMS.5.1	 	Demand Planning	 		 	
				
	AMS.5.1.1	 	Develop Annual Plan/Budget for year	 		 	Ö
				
	AMS.5.1.2	 	Supplier to define a process for demand Forecast Planning on a defined periodic basis for enhancements to be performed in each application group. LS&Co. will provide the inputs required to Supplier on the future enhancements as
per the defined process.	 	Ö	 	
				
	AMS.5.1.3	 	The list of enhancements and the priority will be determined by LS&Co. and shared to Supplier	 		 	Ö
				
	AMS.5.1.4	 	Participate in Annual Plan / Budget for year and quarterly forecast plan	 	Ö	 	
				
	AMS.5.1.5	 	Participate in the documentation and communication of annual plan/Budget	 	Ö	 	
				
	AMS.5.1.6	 	Review plan prepared by Supplier monthly and quarterly and communicate changes	 		 	Ö
				
	AMS.5.1.7	 	Project Teams will prioritize and approve enhancements and required modifications	 		 	Ö
				
	AMS.5.1.8	 	Notify requester and Supplier of approval or rejection	 		 	Ö

  

			
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EXECUTION VERSION 
  

							
	 Ref. ID
	 	 Principal Activities
	 	 Responsibility

	 	 	 Supplier
	 	 LS&Co.

	AMS.5.1.9	 	Supplier will assist LS&Co. with estimation for any business events planned in the quarter	 	Ö	 	
				
	AMS.5.2	 	Capacity Planning	 		 	
				
	AMS.5.2.1	 	 Align Supplier’s resource capacity with forecasted demand and any adjustments communicated by LS&Co. for unplanned enhancements.

 
 Any unplanned enhancement will be catered to by Supplier on a best effort basis. If the
enhancement requires additional resources for implementation, a lead of time 1 month is required by Supplier to onboard the resource.
	 	Ö	 	
				
	AMS.5.2.2	 	Develop capacity plan and staffing plan to support forecasted demand plan in resources and skills	 	Ö	 	
				
	AMS.5.2.3	 	 Maintain appropriate skills at all times as per plan agreed between LS&Co. and Supplier based on monthly/quarterly forecasts and for any
unplanned enhancements that is communicated by LS&Co. to Supplier which was not available during the forecast timeline.
  

Any unplanned enhancement will be catered to by Supplier on a best effort basis. If the enhancement requires additional resources for implementation, a lead of
time 1 month is required by Supplier to onboard the resource.
	 	Ö	 	
				
	AMS.5.2.4	 	Provide estimates for capacity consumption and out-of-scope projects	 	Ö	 	
				
	AMS.5.2.5	 	Review and approve the capacity plan and staffing plan	 		 	Ö
				
	AMS.5.2.6	 	Review capacity plan and staffing plan periodically and communicate changes	 	Ö	 	

  

			
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Confidential 
 Execution
Version 
 MASTER SERVICES AGREEMENT* 

By and Between 
 Levi
Strauss & Co., 
 And 

Wipro Limited 

November 7, 2014 

Exhibit 2 
 Description
of Services 
 Attachment 2.3.7-A 

Description of Services – Information Technology Services 

IT Applications - Applications in Scope 
  

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

 CONFIDENTIAL TREATMENT REQUESTED - REDACTED COPY 

 

					
	Confidential	  		  	
	Execution Version	  	

	  	Appendix A
		
	        Appendix A	  	
	
	        Application Portfolio - Application Support
	
	MASTER SERVICES AGREEMENT*

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

  

																																			
	 Application
Group
	 	 Function
	 	 App Suite
	 	 Application
/ Module
	 	 Criticality
	 	 Complexity
	 	 Global

App
	 	 Regional App (If
applicable)
	 	 Scope of
Support
	 	
Brief
Description
of
Application
Functionality
	 	 O/S
	 	 Languages
	 	 Number
of Users
	 	 Support
Level
	 	 Language
Support

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

																																			
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Corp & BI	 	Corp & BI	 	[****]*	 	HFM - Hyperion Financial Management	 	H	 	H	 	X	 		 		 		 		 	Application Support	 	Global financial translation and consolidation application for LSCO statutory reporting.	 	Windows Server 2008 64 bit	 	[****]* (category to which [****]* suite of products belongs) spans multiple services, including [****]* and developer tools, integration services, business intelligence, collaboration, and content management.
[****]* depends on open standards such as [****]*	 	~ 235	 	Level 2 Support	 	
	Corp & BI	 	Corp & BI	 	Hyperion	 	HFR - Hyperion Financial Reporting	 	H	 	M	 	X	 		 		 		 		 	Application Support	 	Reporting tool for Hyperion suite of products, including HFM and Essbase.	 	Windows Server 2008 64 bit	 	[****]* (category to which [****]* suite of products belongs) spans multiple services, including [****]* and developer tools, integration services, business intelligence, collaboration, and content management.
[****]* depends on open standards such as [****]*	 	~486	 	Level 2 Support	 	
	Corp & BI	 	Corp & BI	 	Hyperion	 	Hyperion (Essbase)	 	H	 	H	 	X	 		 		 		 		 	Application Support	 	Multidimensional database management system (MDBMS) that provides a multidimensional database platform upon which to build analytic applications	 	Windows Server 2008 64 bit	 		 	~250	 	Level 2 Support	 	
	Corp & BI	 	Corp & BI	 	DWH	 	NXPDC	 	M	 	L	 		 		 		 	X	 		 	Application Support	 	This is actually Non Xpert Point of Sale Data Conversion tool (NXPDC) to capture non Raymark store data feeds/transactions	 	Win2003 ( By July it will be upgraded to Win2008)	 	Langauges Supported = English DB = SQL Server 2005 (Will be upgraded to 2008R2 by Jun’14)	 	No direct users for this application. It is a middleware. The output of the application is consumed by DWH and SAP	 	Level 2 Support	 	
	Corp & BI	 	Corp & BI	 		 	Winshuttle	 	M	 	M	 	X	 		 		 		 		 	Application Support	 	Automation Application to upload/download data into SAP	 	Windows 2008	 	ABAP + WS Vendor Code	 	100-150	 	Level 2 Support	 	
	eCommerce	 	eCommerce	 		 	Endeca	 	H	 	M	 	X	 		 		 		 		 	Application Support	 	Search engine w/ filtering	 	Linux	 	Java	 	LSE Consumers	 	Level 2 Support	 	
	eCommerce	 	eCommerce	 		 	Interfaces between eCommerce and SAP	 	H	 	M	 		 		 		 	X	 		 	Application Support	 	Interfaces support for AMA. Sales and Stock movement at end of day for stores from eCommerce to SAP (Not on Sterling Commerce)	 		 		 		 		 	
	eCommerce	 	eCommerce	 		 	Hybris - SAP	 	H	 	M	 		 		 		 		 	X	 	Application Support	 	DevOps, perform releases in non-prod environment such as Dev to QA to Pre-prod environments	 		 		 		 		 	
	eCommerce	 	eCommerce	 	SAP	 	Hybris - SAP	 	H	 	M	 		 		 		 		 	X	 	Application Support	 	eCommerce Platform (additional information provided on the eCommerce Information tab)	 	Linux	 	Java	 	LSE Consumers	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	Manufacturing	 	Andromeda	 	H	 	H	 	X	 		 		 		 		 	Application Support	 	Shop Floor System for O&O Manufacturing an Finishing centers	 	Windows Server/Windows Client	 	C#, Sql Server	 	400+	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	WMS	 	ANZ VCE	 	H	 	M	 		 		 		 	X	 		 	Application Support	 	Warehouse management	 	Win 7	 	VB/ SQL	 		 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	LSC Bespoke	 	AS400 - WMS	 	H	 	M	 		 		 	X	 		 		 	Application Support	 	[LSC]* Warehouse Mgt System (WMS)	 	OS 400	 	RPG 400 / DB 400	 	30	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	VAS	 	Australia StarTrack	 	H	 	M	 		 		 		 	X	 		 	Application Support	 	value added service	 	Win 7	 	VB/ SQL	 		 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	Inbound Logistics	 	CARTS	 	H	 	H	 	X	 		 		 		 		 	Application Support	 	Inbound Packing, Shipping	 	Windows Server/Windows Client	 	C#, Sql Server	 	800+	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	Inbound Logistics	 	CARTSWeb	 	H	 	H	 	X	 		 		 		 		 	Application Support	 	Shipment Tracking, Shipment Creation	 	Windows Server	 	Javascript/Sql Server	 	100+	 	Level 2 Support	 	
	Corp & BI	 	Corp & BI	 	[****]*	 	[****]*	 	M	 	M	 		 		 	X	 		 		 	Application Support	 	LSC Data Warehouse	 	Wintel	 	Crystal reports for Canada	 	75	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	H	 	H	 		 		 	X	 		 	X	 	Application Support	 	Unit sorter for order fulfillment at [****]* and [****]* based distribution facilities	 	Sun OS	 	[****]*	 	300+	 	Level 1 support (onsite) Level 2 & 3 are vendor supported	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	H	 	H	 		 		 	X	 		 		 	Application Support	 	Wave Planning and Replenishment tool for warhouse operations.	 	Windows Server	 	[****]*	 	50	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	H	 	H	 		 		 	X	 		 		 	Application Support	 	Reporting tool for warehouse operations. 3 implementations, [****]*	 	Windows Server	 	[****]*	 	100+	 	Level 2 Support	 	

																																			
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	H	 	H	 	X	 		 		 		 		 	Application Support	 	Commercial sample development process and order management	 	Windows	 	[****]*	 	50	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	H	 	H	 	X	 		 		 		 		 	Application Support	 	Vendor access to Tech Pack, components, specifications, reference documents, and Licensee upload	 	Windows	 	[****]*	 	250	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	H	 	H	 	X	 		 		 		 		 	Application Support	 	Raw material and product costing	 	Windows	 	[****]*	 	191	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	H	 	H	 	X	 		 		 		 		 	Application Support	 	Concept Development, Line Planning, Material Development, Color Development, Lab dip Management, Specifications Development, Costing, Reporting for all Brands	 	Windows	 	[****]*	 	1050	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	H	 	M	 		 		 	X	 		 		 	Application Support	 	Customer [****]* Transactions	 	HP3000	 	[****]*	 	20 Accts	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	H	 	M	 		 		 	X	 		 		 	Application Support	 	Maintains size distribution profiles to support calculation of Size level Forecast from Product Level Forecast, Tightly Integrated to [****]*, shares [****]* database	 	Front End = Windows 7 Backend HPUX/Oracle	 	[****]*	 	~30	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	H	 	M	 		 		 		 		 	X	 	Application Support	 	Tool used by LSE distribution centers to produce and print Customs declaration forms, invoices etc	 	Windows Server	 	[****]*	 	20	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	H	 	M	 		 		 		 		 	X	 	Application Support	 	Tool used by LSE distribution centers to process return murchandise	 	Windows Server	 	[****]*	 	20	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	M	 	M	 		 		 		 		 	X	 	Application Support	 	Tool used by LSE distribution centers to process “Value Added Services” i.e.Labels, Price tickets, Special Instructions etc	 	Windows Server	 	[****]*	 	200+	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	H	 	H	 	X	 		 		 		 		 	Application Support	 	Concept Development, Line Planning, Material Development, Color Development, Lab dip Management, Specifications Development, Vendor Portal, Costing, Reporting	 	Windows	 	[****]*	 	1200	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	M	 	L	 		 		 	X	 		 		 	Application Support	 	Account Planning / Corporate Forecasting tool.	 	Wintel	 	[****]*	 	20	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	M	 	M	 	X	 		 		 		 		 	Application Support	 	Product Integrity/Quality reporting and tracking	 	Windows Server	 	[****]*	 	600+	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	M	 	M	 	X	 		 		 		 		 	Application Support	 	Source of Record for Product Attributes, Attribute Values, and Master Product Hierarchies.	 	Windows Server	 	[****]*	 	5	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	Demand Planning	 	[****]*	 	M	 	M	 		 		 		 	X	 		 	Application Support	 	Assortment, replenishment, allocation demand planning	 	win7	 	[****]*	 	~70	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	Korea DAS	 	H	 	M	 		 		 		 	X	 		 	Application Support	 	Warehouse management	 	win 7	 	[****]*	 		 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	LDS - Canada	 	H	 	H	 		 		 	X	 		 		 	Application Support	 	Order to Cash / Master Files /Acct Receivables/ Inventory	 	HP3000	 	[****]*	 	75	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 		 	LSAMA - WMS	 		 		 		 		 		 	X	 		 	Application Support	 	Warehouse management system used in Northhampton, System of record for inventory. Controls all receiving and order fulfillment activities within the warehouse, including putaway, picking, packing, carton labeling and trailer
loading.	 	QNX	 	[****]*	 	200	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	M	 	M	 		 		 	X	 		 		 	Application Support	 	Maintains production routing and leadtimes, Tightly Integrated to Manugistics, shares [****]* database	 	Front End = Windows 7 Backend HPUX/Oracle	 	[****]*	 	~50	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	M	 	H	 		 		 		 	X	 		 	Application Support	 	Maintains size distribution profiles to support calculation of Size level Forecast from Product Level Forecast,	 	Front End = Windows 7 Backend HPUX/Oracle	 	[****]*	 	~50	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	H	 	H	 		 		 	X	 		 	X	 	Application Support	 	Warehouse management system used in Hebron and Canton facilities, System of record for inventory. Controls all receiving and order fulfillment activities within the warehouse, including putaway, picking, packing, carton labeling and
trailer loading.	 	QNX	 	[****]* This is a version of MANDATE taylored to UK operation	 	400	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	H	 	M	 		 		 		 	X	 		 	Application Support	 	Forecast Calculations Product to Size, Fininished Goods inventory planning, Safety Stock Calulations, Forecast consumption, Production planning, Production Issuance	 	HP/UX / Oracle	 	[****]*	 		 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	H	 	M	 		 		 	X	 		 		 	Application Support	 	Fininished Goods inventory planning, Safety Stock Calulations, Forecast consumption including prepack and Breakpack consumption, Inventory Deployment and cross docking Calulations, Size level productions plans to SAP ATP
processing,	 	HP/UX / Oracle	 	[****]*	 	Limited direct users, mostly batch processing and data generation - Information in DB and results of various calulations are used many business processes -	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	H	 	M	 		 		 	X	 		 		 	Application Support	 	Calculates Constrained Size level Production orders for ATP	 	HP/UX / Oracle	 	[****]*	 		 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	H	 	M	 		 		 	X	 		 		 	Application Support	 	Forecast Calculations Product to Size, Account Level Forecast Management,. Forecast Accurracy capture prouct/size/account,	 	HP/UX / Oracle	 	[****]*	 		 	Level 2 Support	 	

																																			
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	H	 	M	 		 		 		 	X	 		 	Application Support	 	Supply planning on [****]*	 	win7/Unix/Citrix	 	[****]*	 	~ 300 (SP, logistics, CP, SSM)	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	H	 	M	 		 		 	X	 		 		 	Application Support	 	Forecast Calculations Product to Size, Forecast Accuracy capture product/size/account, Finished Goods inventory planning, Safety Stock Calculations, Production planning, Production Issuance	 	HP/UX / Oracle	 	[****]*	 		 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	M	 	L	 		 		 	X	 		 		 	Application Support	 	Maintains size distribution profiles to support calculation of Size level Forecast from Product Level Forecast, Maintains production routing and leadtimes, Tightly Integrated to Manugistics, shares LS Canada manu database	 	Front End = Windows 7 Backend HPUX/Oracle	 	[****]*	 	~10	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	LSC Bespoke	 	Order issuance System	 	M	 	L	 		 		 	X	 		 		 	Application Support	 	Contract Sizing / Order Issuance	 	Wintel	 	[****]*	 	10	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	WMS	 	ORION	 	H	 	M	 		 		 	X	 		 		 	Application Support	 	Manage interfaces between components of WMS and external systems. Handles file traffic to/from WMS and CARTS/SAP. Provides integration between the apps within the WMS for Prepack manufacturing and for Consolidation orders. Creating
and managing internal work orders that are not SAP provided.	 	Windows Server	 	C#	 	400	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	PI	 	PIWeb (Backend Support only — Oracle, SQL Server, SAS)	 	M	 	M	 	X	 		 		 		 		 	Application Support	 	Product Integrity/Quality reporting and tracking	 	Windows Server	 	Javascript/HTML/SAS	 	600+	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	Red Prairie	 	Red Prairie (Henderson, NV)	 	H	 	H	 		 		 	X	 		 		 	Application Support	 	Warehouse management system used in Henderson NV System of record for inventory. Controls all receiving and order fulfillment activities within the warehouse, including putaway, picking, packing, carton labeling and trailer
loading.	 	Windows Server	 	Mixed (Java, C#, Mocha, SQL)	 	250	 	Level 1 and Level 2 support	 	
	Global Supply Chain	 	Global Supply Chain	 	Red Prairie	 	Red Prairie (San Martine, MX)	 	H	 	H	 		 		 	X	 		 		 	Application Support	 	Warehouse management system used in San Martine, MX System of record for inventory. Controls all receiving and order fulfillment activities within the warehouse, including putaway, picking, packing, carton labeling and trailer
loading.	 	Windows Server	 	Mixed (Java, C#, Mocha, SQL)	 	100	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	WMS	 	SageX	 	H	 	H	 		 		 	X	 		 		 	Application Support	 	Manage automated material handling equipment in CASI Warehouse. Component of CASI WMS. Working in close integration with MANDATE, controls conveyors, storage units and other MHE within the warehouse. PC-based control system used in
lieu of the more conventional PLC systems	 	QNX	 	ANSI C	 	400	 	Level 2 Support Level 1 onsite	 	
	Global Supply Chain	 	Global Supply Chain	 	Manugistics	 	SMART - Shipments Modify Analysis Review Tool	 	M	 	M	 		 		 	X	 		 		 	Application Support	 	Modification of deployment orders to Carts. Tightly Integratd to Manugistics, shares manu database	 	Front End = Windows 7 Backend HPUX/Oracle	 	Excel VP for Applications	 	8	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	PI	 	Source Audit Report (SAR) >> (Backend Support only — SQL Server, SAS)	 	M	 	L	 	X	 		 		 		 		 	Application Support	 	Product Integrity/Quality reporting and tracking Module	 	Windows Server	 	Javascript/HTML/SAS	 	600+	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 		 	STARTRACK	 		 		 		 		 		 	X	 		 	Application Support	 	Order Management and high level inventory management for CASI CSC. Component of CASI WMS. Receives customer orders from SAP, matches to inventory, cartonizes and prepares work for the warehouse. Reports inventory and order
fulfillment activity to upstream systems.	 	Unix (Currently HP UX) migrating to Linux SUSE	 	C++	 	100	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	LSC Bespoke	 	Styleman	 	H	 	M	 		 		 	X	 		 		 	Application Support	 	Direct Procurement / Contract Tracking	 	Unix	 	Progress / Oracle	 	10	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	Tekconsole	 	Tekconsole	 	H	 	H	 		 		 		 	X	 		 	Application Support	 	Used to operate handheld scanners in our distribution centers	 	Windows	 		 	50	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	WMS	 	TranMan	 	H	 	H	 		 		 	X	 		 		 	Application Support	 	Outbound Transportation management for CASI CSC. Component of CASI WMS. Plans and manages outbound transportation activities including carrier management and routing, load planning and capacity, load completion and reconciliation.
Generates all required documentation	 	Unix (Currently HP UX) migrating to Linux SUSE	 	C++	 	100	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	WMS	 	USAC	 	H	 	M	 		 		 		 	X	 		 	Application Support	 	1. Printing of customer specific form ( Price tag, Delivery Summary , Carrier Data form , ASN, Customer Invoice ) and 2. send customer specific EDI (Invoice , Confirmation ) 3. Finance reconciliation ( A/R Reconciliation ) 4. Data
interface to Sigma SAP	 	win7	 	[****]*	 	~10	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	PI	 	[****]*	 	M	 	L	 	X	 		 		 		 		 	Application Support	 	Product Integrity/Quality reporting and tracking Module	 	Windows Server	 	[****]*	 	600+	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	LSC Bespoke	 	[****]*	 	H	 	L	 		 		 	X	 		 		 	Application Support	 	UVM / UPC printing	 	Wintel	 	[****]*	 	5	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	Manufacturing	 	[****]*	 	L	 	L	 		 		 		 		 	X	 	Application Support	 	Material Utilization and Optimization reporting and data entry	 	Front End = Windows 7 Backend HPUX/Oracle	 	[****]*	 	50+	 	Level 2 Support	 	

																																			
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Global Supply Chain	 	Global Supply Chain	 	[****]*	 	[****]*	 	H	 	M	 	X	 		 		 		 		 	Application Support	 	Specifications Development, TechPack Generation for product manufacturing sourcing	 	Windows	 	[****]*	 	40	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	WMS	 	[****]*	 	H	 	M	 		 		 		 	X	 		 	Application Support	 	Picking function for [****]* DC.	 	WinXP/Win7	 	[****]*	 	~15	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	WMS	 	[****]*	 	H	 	M	 		 		 		 		 	X	 	Application Support	 	This is a front-end application to the UK Mandate warehouse control system. It processes the interface data, prepares for upload to Mandate, and creates the picking waves. (LSE WLM)	 	Windows Server	 	[****]*	 	75	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	MHE	 	[****]*	 	H	 	M	 		 		 	X	 		 		 	Application Support	 	Warehouse Control System Interfacing to [****]*	 	WinXP	 	[****]*	 	100	 	Level 1 and Level 2 for infrastructure components. Vendor support for L2 Apps.	 	
	Global Supply Chain	 	Global Supply Chain	 	MHE	 	[****]*	 	H	 	M	 		 		 	X	 		 		 	Application Support	 	Warehouse Control System Interfacing to [****]*	 	WinXP	 	[****]*	 	100	 	Level 1 and Level 2 for infrastructure components. Vendor support for L2 Apps.	 	
	Global Supply Chain	 	Global Supply Chain	 	MHE	 	[****]*	 	H	 	M	 		 		 	X	 		 		 	Application Support	 	Warehouse Control System Interface to [****]*, Shipping Controls	 	WinXP	 	[****]*	 	100	 	Level 1 and Level 2 for infrastructure components. Vendor support for L2 Apps.	 	
	Global Supply Chain	 	Global Supply Chain	 	WMS	 	Workload Management	 	H	 	H	 		 		 	X	 		 		 	Application Support	 	Order Management and high level inventory management for [****]* CSC. Component of [****]* WMS. Receives customer orders from SAP, matches to inventory, cartonizes and prepares work for the warehouse. Reports inventory
and order fulfillment activity to upstream systems.	 	Unix (Currently HP UX) migrating to Linux SUSE	 	[****]*	 	100	 	Level 2 Support	 	
	Retail	 	Retail	 	POS	 	[****]*	 	M	 	M	 		 		 		 	X	 		 	Application Support	 	Collect other brand sales data in dept store	 	Window Server	 	[****]*	 		 	Level 2 Support	 	Local Language support required
	Retail	 	Retail	 	CRM	 	CRM Campaign Module	 	M	 	M	 		 		 		 	X	 		 	Application Support	 	Tool to support marketing campaign targetting VIP members. The application allows creating and maintaining mass communication to VIP members	 	Win2008	 	[****]*	 	Internal users: 26	 	Level 2 Support	 	
	Retail	 	Retail	 	CRM for Korea	 		 		 		 		 		 		 	X	 		 	Application Support	 	Korea	 		 		 		 		 	Local Language support required
	Retail	 	Retail	 	CRM	 	CRM Loop Websites	 	M	 	L	 		 		 		 	X	 		 	Application Support	 	Websites to support CRM or VIP membership program in APD. The application allows members to check their purchase history or points accumulated or update their personal profile and in some markets do online redemption for
gifts using points accumulated.	 	Win2008	 	Languages Supported = English/Simplifiled Chinese/Trad.Chinese Programming [****]*	 	VIP members: 3036886 Internal users: 81	 	Level 2 Support	 	
	Retail	 	Retail	 	CRM	 	CRM Reports	 	M	 	L	 		 		 		 	X	 		 	Application Support	 	CRM or VIP Member analysis reports.	 	Win2003	 	Languages Supported =English [****]*	 	Users: 20	 	Level 2 Support	 	
	Retail	 	Retail	 		 	Division Booking System	 	M	 	L	 		 		 		 	X	 		 	Application Support	 	Seasonal booking, web replenishment ordering	 	Win2003	 	[****]*	 	Users: 229	 	Level 2 Support	 	
	Retail	 	Retail	 	SharePoint	 	Retail Bulletin Board (APD)	 	M	 	M	 		 		 		 	X	 		 	Application Support	 	A share point tool extended to stores that is used for communication or sharing contents ( like promotion initiation or training guide)	 	Win2008	 	Langauges Supported = English/Simplifiled Chinese/Trad.Chinese/Japanese Microsoft SharePoint	 	1,500+	 	Level 2 Support	 	
	Retail	 	Retail	 	Retail	 	RSDB - Retail Store Database (LSEMA)	 	L	 	L	 		 		 		 		 	X	 	Application Support	 	Retail store management system	 	Terminal Server: Win 2008 DB Server: Linux	 	[****]*	 	350+	 	Level 2 Support	 	
	Retail	 	Retail	 		 	SMS	 	L	 	L	 		 		 		 		 	X	 	Application Support	 	Retail store footfall counter	 	Terminal Server: Win 2008 DB Server: Sql 2008	 		 	500+	 	Level 2 Support	 	
	Retail	 	Retail	 	POS	 	WebPOS >> [****]* - Backoffice included)	 	H	 	M	 		 		 		 	X	 		 	Application Support	 	Web based point of sale system used in [****]*	 	Window 7	 	[****]*	 	~150	 	Level 2 Support	 	

																																			
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Retail	 	Retail	 	POS	 	[****]*	 	M	 	M	 		 		 		 		 	X	 	Application Support	 	Local POS	 		 		 		 	Level 2 Support	 	
	Retail	 	Retail	 	POS	 	[****]*	 	M	 	M	 		 		 		 		 	X	 	Application Support	 	Local POS	 		 		 		 	Level 2 Support	 	
	Retail	 	Retail	 	POS	 	[****]*	 	M	 	M	 		 		 		 		 	X	 	Application Support	 	Local POS	 		 		 		 	Level 2 Support	 	
	Retail	 	Retail	 	POS	 	[****]*	 	M	 	M	 		 		 		 		 	X	 	Application Support	 	Local POS	 		 		 		 	Level 2 Support	 	
	Corp & BI	 	Corp & BI	 		 	VMI SAS technical support (administration)	 		 		 		 		 		 		 		 	Application Support	 	VMI SAS technical support (administration) and support required for SQL server boxes which are feeding data to Hyperion	 		 		 		 		 	
	Corp & BI	 	Corp & BI	 		 	Hyperion Tax Provision	 		 		 		 		 		 		 		 	Application Support	 	Hyperion Tax Provision support	 		 		 		 		 	
	Global Supply Chain	 	Global Supply Chain	 	Manufacturing	 	GEMS	 	M	 	L	 		 		 		 		 	X	 	Application Support	 	Packaginf tracking app for compliance	 		 		 		 	Level 2 Support	 	
	Wholesale	 	Wholesale	 	Aworkbook	 	Digital Linebook (Aworkbook)	 	M	 	L	 		 		 		 		 	X	 	Application Support	 	Digital Linebook	 		 		 		 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	Manugistics	 	IPS (Inventory, Production, Sales)	 	M	 	M	 		 		 	X	 		 		 	Application Support	 	Pulls together sales, inventory and production actuals and forecasts. Used to determine production adjustments to better align supply and demand	 	Windows Server	 	SQL Server, SAS, Excel/VB	 	30-40	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	Manugistics	 	PAR (Product Availability Reporting)	 	M	 	M	 		 		 	X	 		 		 	Application Support	 	This provides different views of a time-phased replenishment plan at the product and / or size levels. Used for product availability reporting and production decisions	 	Windows Server	 	Oracle, Stored Procedures, VS.Net	 	30	 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 		 	Kronos	 	M	 	M	 		 		 	X	 		 		 	Application Support	 	time Management	 		 	`	 		 	Level 2 Support	 	Expecting 100 tickets/month from these applications
	Global Supply Chain	 	Global Supply Chain	 		 	Maui	 		 		 		 		 	X	 		 		 	Application Support	 		 		 	`	 		 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 		 	WMS Lite	 		 		 		 		 	X	 		 		 	Application Support	 		 		 	`	 		 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 	PI	 	Garments Seconds Analysis (GSA) - Backend Support	 	M	 	M	 		 		 	X	 		 		 	Application Support	 		 		 		 		 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 		 	Excel PO Upload Tool	 	M	 	L	 		 		 	X	 		 		 	Application Support	 		 		 		 		 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 		 	POP Effective date upload Tool	 	M	 	L	 		 		 	X	 		 		 	Application Support	 		 		 		 		 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 		 	Gerber Accumark – Deskside support installation only	 	L	 	L	 	X	 		 		 		 		 	Application Support	 		 		 		 		 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 		 	Cygnus	 		 		 	X	 		 		 		 		 		 	Description = This is an interface for Crisplant supported by vendor	 		 		 		 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 		 	Boardwalk	 	H	 	M	 		 		 	X	 		 		 		 		 		 		 		 	Level 2 Support	 	
	Wholesale	 	Wholesale	 	Hyp’Archiv	 	Hyp’Archiv	 	L	 	M	 		 		 		 		 	X	 	Application Support	 	Active archive of invoices and delivery notes from pre-Pangaea era. Documents need to be retained for 10 years and are consulted by OTC, Central Inventory Ownership and Financial Controller.	 	Wintel	 	Unknown (packaged solution)	 	50	 	Level 2 Support	 	
	Retail	 	Retail	 		 	Application for Distributors Stores Support	 		 		 		 		 		 	X	 		 		 	Sales information upload process. Involves collection of data from Distributors in form of FTP, email, text file and excel files. Checking the content before uploading in DWH	 		 		 		 	Level 2 Support	 	
	Retail	 	Retail	 	Traffic Counter	 	VTA CM Traffic Counter (APD) interfaces	 	M	 	L	 		 		 		 	X	 		 		 	Traffic counter application to manage or configure the traffic count device in the stores	 	WinXP/Win7	 		 		 	Level 2 Support	 	
	Global Supply Chain	 	Global Supply Chain	 		 	Casio Order Issuance System	 	L	 	L	 		 		 		 		 	X	 		 	home grown – written in Access/VB	 	Access/VB	 		 		 	Level 2 Support	 	

  

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

 

 
 Appendix B 

Application Portfolio - External SaaS Interface Support 
  

			
	LSA	  	 Levi Strauss Americas

	LSE	  	 Levi Strauss Europe

	AMA	  	 Levi Strauss Asia, Middle East, Africa

  

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

	  	  	  	  	  	 Corp
	  	 LSA
	  	 AMA
	  	 LSE
	  	  
	 Corp & BI
	  	Corp & BI	  		  	ADP (LSUS / Canada)	  		  		  	X	  		  		  	Interface Support Only	  	Level 2 Support
	 Corp & BI
	  	Corp & BI	  		  	BPI	  		  		  		  	X	  		  	Interface Support Only	  	Level 2 Support
	 Corp & BI
	  	Corp & BI	  		  	Cybergrants	  		  		  	X	  		  		  	Interface Support Only	  	Level 2 Support
	 Global Supply Chain
	  	Global Supply Chain	  	Direct Procurement	  	TradeCard	  	X	  		  		  		  		  	Interface Support Only	  	Level 2 Support
	 Corp & BI
	  	HR	  	WORKDAY	  	INT001 Workday To E-Verify Employment Verification	  	X	  		  		  		  		  	Interface Support Only	  	Level 2 Support
	 Corp & BI
	  	HR	  	WORKDAY	  	INT002 Workday To Aetna Medical Insurance Enrollments	  	X	  		  		  		  		  	Interface Support Only	  	Level 2 Support
	 Corp & BI
	  	HR	  	WORKDAY	  	INT003 Workday To EyeMed Vision Insurance Enrollments	  	X	  		  		  		  		  	Interface Support Only	  	Level 2 Support
	 Corp & BI
	  	HR	  	WORKDAY	  	INT004/INT005 Workday To Fidelity 401K Eligibility And Demographics, Fidelity Pensioner Benefit Deductions	  	X	  		  		  		  		  	Interface Support Only	  	Level 2 Support
	 Corp & BI
	  	HR	  	WORKDAY	  	INT006 Workday To Fidelity Pensioner Benefit Deductions	  	X	  		  		  		  		  	Interface Support Only	  	Level 2 Support
	 Corp & BI
	  	HR	  	WORKDAY	  	INT007 Workday To Medgate Demographics	  	X	  		  		  		  		  	Interface Support Only	  	Level 2 Support
	 Corp & BI
	  	HR	  	WORKDAY	  	INT008 Workday To Kaiser Medical Insurance Enrollments	  	X	  		  		  		  		  	Interface Support Only	  	Level 2 Support
	 Corp & BI
	  	HR	  	WORKDAY	  	INT009 Workday To Liberty Mutual Disability Enrollments	  	X	  		  		  		  		  	Interface Support Only	  	Level 2 Support
	 Corp & BI
	  	HR	  	WORKDAY	  	INT010 Workday To Optum UBH EAP Enrollments	  	X	  		  		  		  		  	Interface Support Only	  	Level 2 Support
	 Corp & BI
	  	HR	  	WORKDAY	  	INT011 Workday To VSP Vision Insurance Enrollments	  	X	  		  		  		  		  	Interface Support Only	  	Level 2 Support
	 Corp & BI
	  	HR	  	WORKDAY	  	INT013 Workday To ADP PayForce USA Payroll Data	  	X	  		  		  		  		  	Interface Support Only	  	Level 2 Support
	 Corp & BI
	  	HR	  	WORKDAY	  	INT014 Workday To ADP PayAtWork CAN Payroll Data	  	X	  		  		  		  		  	Interface Support Only	  	Level 2 Support
	 Corp & BI
	  	HR	  	WORKDAY	  	INT028 Workday To Business Objects Data	  	X	  		  		  		  		  	Interface Support Only	  	Level 2 Support
	 Corp & BI
	  	HR	  	WORKDAY	  	INT029 Workday To ADP FSA Enrollments	  	X	  		  		  		  		  	Interface Support Only	  	Level 2 Support
	 Corp & BI
	  	HR	  	WORKDAY	  	INT030 Workday To CyberGrants Grants	  	X	  		  		  		  		  	Interface Support Only	  	Level 2 Support
	 Corp & BI
	  	HR	  	WORKDAY	  	INT032 Workday To Inner Workings Demographics	  	X	  		  		  		  		  	Interface Support Only	  	Level 2 Support
	 Corp & BI
	  	HR	  	WORKDAY	  	INT035 Workday To LSCO Employee Leave Data	  	X	  		  		  		  		  	Interface Support Only	  	Level 2 Support
	 Corp & BI
	  	HR	  	WORKDAY	  	INT036 Workday To Levi Portal Demographics	  	X	  		  		  		  		  	Interface Support Only	  	Level 2 Support
	 Corp & BI
	  	HR	  	WORKDAY	  	INT037 Workday To State of California New Hire Reporting	  	X	  		  		  		  		  	Interface Support Only	  	Level 2 Support
	 Corp & BI
	  	HR	  	WORKDAY	  	INT038 Workday To HireRight Demographics	  	X	  		  		  		  		  	Interface Support Only	  	Level 2 Support
	 Corp & BI
	  	HR	  	WORKDAY	  	INT039 Workday to Health Advocate Demographics And Benefits Plans	  	X	  		  		  		  		  	Interface Support Only	  	Level 2 Support
	 Corp & BI
	  	HR	  	WORKDAY	  	INT040 Workday To Bright Horizons Backup Care Eligibility	  	X	  		  		  		  		  	Interface Support Only	  	Level 2 Support
	 Corp & BI
	  	HR	  	WORKDAY	  	INT041 Workday To Mercer Retiree Census Data	  	X	  		  		  		  		  	Interface Support Only	  	Level 2 Support
	 Corp & BI
	  	HR	  	WORKDAY	  	INT042 Workday To ITIM Demographics	  	X	  		  		  		  		  	Interface Support Only	  	Level 2 Support

																					
	 	  	 	  	 	  	 	  	 	  	 	  	 	  	 
	  	  	  	  	  	 	  	 	  	 	  	 	  	  
	 Corp & BI
	  	HR	  	WORKDAY	  	INT043 Workday To Kronos & SalesForce Demographics	  	X	  		  		  		  		  	Interface Support Only	  	Level 2 Support
	 Corp & BI
	  	HR	  	WORKDAY	  	INT048 Workday To IQNavigator User Setup Data	  	X	  		  		  		  		  	Interface Support Only	  	Level 2 Support
	 Corp & BI
	  	HR	  	WORKDAY	  	INT061 Workday To YourCause	  	X	  		  		  		  		  	Interface Support Only	  	Level 2 Support
	 Corp & BI
	  	HR	  	WORKDAY	  	INT062 Workday To Online Store	  	X	  		  		  		  		  	Interface Support Only	  	Level 2 Support
	 Corp & BI
	  	HR	  	WORKDAY	  	INT071 Workday To CICPlus	  	X	  		  		  		  		  	Interface Support Only	  	Level 2 Support
	 Corp & BI
	  	HR	  	WORKDAY	  	INT076 Workday To Medicare VDSA Voluntary Data Sharing Agreement	  	X	  		  		  		  		  	Interface Support Only	  	Level 2 Support
	 Corp & BI
	  	HR	  	WORKDAY	  	Teleo -Interface	  	X	  		  		  		  		  	Interface Support Only	  	Level 2 Support

					
		  	

	  	
		
		  	Note: The following ticket volumes reflect approximately 80% of the total ticket volumes for service requests and incidents.
			
		  	Ticket Volume - Service Requests	  	
			
	 Area
	  	 	  	 Service Requests / Month

	 Application Support
	  	eCommerce preliminary estimate	  	[****]*
	 Application Support
	  	Retail Application Support	  	[****]*
	 Application Support
	  	Wholesale Application Support	  	[****]*
	 Application Support
	  	Supply Chain Application Support	  	[****]*
	 Application Support
	  	Corp & BI Application Support	  	[****]*
			
		  	Ticket Volume - Incidents	  	
			
	 Area
	  	 	  	 Incidents / Month

	 Application Support
	  	eCommerce preliminary estimate	  	[****]*
	 Application Support
	  	Retail Application Support	  	[****]*
	 Application Support
	  	Wholesale Application Support	  	[****]*
	 Application Support
	  	Supply Chain Application Support	  	[****]*
	 Application Support
	  	Corp & BI Application Support	  	[****]*

  

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

															
		 	

	 		 		 		 		 		 	
	
	Appendix D
								
		 	Reported Incidents by Priority	 		 		 		 		 		 	
	 	 	 	 	 Priority
	 	 Total

	 Area
	 	 	 	 P1
	 	 P2
	 	 P3
	 	 P4
	 	 P5
	 
	 Application Support
	 	Retail Application Support	 	[****]*	 	[****]*	 	[****]*	 	[****]*	 	[****]*	 	[****]*
	 Application Support
	 	Wholesale Application Support	 	[****]*	 	[****]*	 	[****]*	 	[****]*	 	[****]*	 	[****]*
	 Application Support
	 	Supply Chain Application Support	 	[****]*	 	[****]*	 	[****]*	 	[****]*	 	[****]*	 	[****]*
	 Application Support
	 	Corp & BI Application Support	 	[****]*	 	[****]*	 	[****]*	 	[****]*	 	[****]*	 	[****]*

  

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

					
			

		
			
			Appendix E		
		
			Hours Required for Change Requests / Enhancements
			
	 Area
	  	 Application Group
	  	 Enhancement Hours /
Month

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

			Total		1,700
		  		  	  

			
	 Others
				
			
	 Application Support
		eCommerce Security Scans		 2 scans / month

(1 for Major Release

+ 1 for Minor

Release)

 Local Language Requirements 
  

							
	 Country
	  	 Application Group
	  	 Application Names
	  	 Local Language

	Taiwan	  	Retail	  	 •    Competitive Connect System
	  	Taiwan
	Korea	  	Retail	  	 •    CRM
	  	Korean
	  	  	 •    WebPOS >> (KOREA - Backoffice included)
	  
	China	  	Corp & BI	  	 •    DWH (APD)
	  	 Simplified Chinese

Traditional Chinese

Mandarin
 Japanese

	  	  	 •    NXPDC
	  
	  	  		  
	  	  		  
	  	  		  
	  	Retail	  	 •    CRM Loop Websites
	  
	  	  	 •    CRM Reports
	  
	  	  	 •    Division Booking System
	  
	  	  	 •    Retail Bulletin Board (APD)
	  

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 

MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 2 

DESCRIPTION OF SERVICES 

ATTACHMENT 2.3.8 

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

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

	1.	INTRODUCTION 

 Purpose: This Exhibit describes the Services to be performed for
LS&Co. by Supplier pursuant to the Agreement. 
 References: References to an Attachment, Appendix, Section or Article shall be to such
Attachment or Appendix to, or Section or Article of, this Exhibit unless otherwise provided. A reference to Exhibit includes a reference to the Attachments and Appendices attached hereto. 

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

	 	•	 	Test Center of Excellence (TCoE) 

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

	2.	TEST CENTER OF EXCELLENCE(TCOE) 

  

							
	 Ref. ID
	  	 Principal Activities
	  	 Responsibility

	  	  	 Supplier
	  	 LS&Co.

	TCOE.2	  	TEST CENTER OF EXCELLENCE	  		  	
	TCOE.2.1	  	Core Services	  		  	
	TCOE.2.1.1	  	Define TCOE Operation Model	  	X	  	
	TCOE.2.1.2	  	Define TCOE Governance Model	  	X	  	
	TCOE.2.1.3	  	Define Demand Management Framework	  	X	  	
	TCOE.2.1.4	  	Continuously Define Test Plan for Project releases	  	X	  	
	TCOE.2.1.5	  	Define Test Process Framework(Process, Methodology, Tools)	  	X	  	
	TCOE.2.1.6	  	Provide roadmap for Test Process Implementation	  	X	  	
	TCOE.2.1.7	  	Perform Audits and produce findings for review on Quality Gates for identified projects	  	X	  	
	TCOE.2.1.8	  	Define, Refine & Set Up Test Automation Framework and creation of Automation Assets	  	X	  	
	TCOE.2.1.9	  	Continuously Perform Test Automation Assessment	  	X	  	
	TCOE.2.1.10	  	Define, Refine & Set Up Performance Test	  	X	  	

  

			
	LS&Co. – Attachment 2.3.8 – Description of Services – Information Technology Services – Test Center of Excellence (TCoE)	  	Page 1

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 Ref. ID
	  	 Principal Activities
	  	 Responsibility

	  	  	 Supplier
	  	 LS&Co.

		  	Framework and creation of Performance Assets	  		  	
	TCOE.2.1.11	  	Continuously Perform Performance Test Assessment	  	X	  	
	TCOE.2.1.12	  	Test Environment Management(Planning & Co-ordination)	  	X	  	
	TCOE.2.1.13	  	Test Data Planning & Co-ordination of Project needs (not Data Creation))	  	X	  	
	TCOE.2.1.14	  	 Test Tool Administration and test bed set up for Project & User Maintenance Activities

HP QC,

HP QTP,

HP LoadRunner,

Borland SilkTest

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

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

 

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

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

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 Ref. #
	  	 Task
	  	 Supplier
	  	 LS&Co.

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

HP QC,

HP QTP,

HP LoadRunner,

Borland SilkTest

Any Additional tools we add as part of TCOE tool assessment
	  	RA	  	I

  

			
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EXECUTION VERSION 
  

							
	 Ref. #
	  	 Task
	  	 Supplier
	  	 LS&Co.

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

  

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

  

	4.	DELIVERABLES 

 TCoE Core Services: 

 

	 	•	 	Understanding Document of Current Test Processes 

  

	 	•	 	TcoE Operation Model 

  

	 	•	 	TcoE Governance Model/Framework 

  

	 	•	 	Demand Management Framework 

  

	 	•	 	Test Environment Management Framework 

  

	 	•	 	Test Data Management Framework 

  

	 	•	 	Test Process Handbook/Framework 

  

	 	•	 	Test Process Implementation Roadmap 

  

	 	•	 	Plan for Test Releases 

  

	 	•	 	Quality Gate Audit Assessment Report 

  

	 	•	 	Test Automation Framework 

  

	 	•	 	Test Automation Assessment Report 

  

	 	•	 	Performance Test Framework 

  

			
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EXECUTION VERSION 
  

	 	•	 	Performance Test Assessment Report 

  

	 	•	 	Test Tool Administration Activities Report 

 TCoE Flex Team: 

 

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

Production Support Testing: 
  

	 	•	 	Process Compliance Report for testing projects 

  

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

  

	5.	OPERATING MODEL: 

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

 
  

	6.	ASSUMPTIONS & DEPENDENCIES: 

  

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

  

			
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EXECUTION VERSION 
  

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

  

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

  

	 	¡ 	 	Business requirement documents 

  

	 	¡ 	 	High level architecture documents 

  

	 	¡ 	 	System design documents 

  

	 	¡ 	 	Application specific documentation 

  

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

  

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

 

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

 

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

 

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

  

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

  

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

  

	7.	STAFFING 

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

 

					
	 SERVICE
	  	 ROLE
	    	 LOCATION

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

  

			
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	 SERVICE
	  	 ROLE
	    	 LOCATION

		  	Performance Test Architect	    	Supplier Offices in Pune, India
	Production Support Testing	  	Test lead	    	LS&Co. in San Francisco, California USA
	  	Test Engineer	    	Supplier Offices in Pune, India

  

	8.	ACCEPTANCE OF DELIVERABLES 

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

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

  

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

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

	9.	REPORTS 

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

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

  

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

  

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

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

			
	 Service Level 01:– Quality

	Objective	  	To measure effectiveness of Supplier’s testing of Releases
	Definition	  	Defect leakage to Production with Severity 1 for testing done by Supplier.

  

			
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	 Service Level 01:– Quality

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

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

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

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

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

	Measurement Interval		Weekly or at LS&Co.’s REQUEST
	Method of Calculation		Test cases created/test cases planned to be created
	Expected Performance		95% of planned test cases are created as scheduled
	
	 Service Level 04: Test Execution Accuracy

	Objective		To ensure that Supplier executes test cases as planned.
	Definition		Test Cases planned to execute versus test cases actually executed.
	Method

  

			
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EXECUTION VERSION 
  

			
	 Service Level 01:– Quality

	Data Capture		 During the test case execution planning:
  

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

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

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

  

			
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EXECUTION VERSION 

MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 2 

DESCRIPTION OF SERVICES 

ATTACHMENT 2.4 

DESCRIPTION OF SERVICES – CUSTOMER SERVICE
SERVICES 

 CONFIDENTIAL TREATMENT REQUESTED 

CONFIDENTIAL 

EXECUTION VERSION 
  

	1.	INTRODUCTION 

 Purpose: This Exhibit describes the Services to be performed for
LS&Co. by Supplier pursuant to the Agreement. 
 References: References to an Attachment, Appendix, Section or Article shall be to such
Attachment or Appendix to, or Section or Article of, this Exhibit unless otherwise provided. A reference to Exhibit includes a reference to the Attachments and Appendices attached hereto. 

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

	 	•	 	Order Management 

  

	 	•	 	Dispute Management 

  

	 	•	 	Other Customer Services Activities 

  

	 	•	 	Preliminary Order Processing (POP) 

  

	 	•	 	Reporting 

  

	 	•	 	Returns 

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

	2.	CUSTOMER SERVICE - ORDER MANAGEMENT 

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

																	
	 	  	 Principal Activity
	  	 Supplier
	  	 LS&Co.

	 	  	 	 	 	  	 LSA
	  	 LSE
	  	 AMA
	  	 LSA
	  	 LSE
	  	 AMA

	 1. Order Management
	  		  		  		  		  		  	
	 1.1 Order Capture & Process
	  		  		  		  		  		  	
		  	1.1.1 	 	Enter Orders for all order types including POSM and brand apparel products	  	X	  	X	  	X	  		  		  	
									
		  		 	Capture these orders manually, excel upload (or other upload tools), EDI	  	X	  	X	  	X	  		  		  	

  

			
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EXECUTION VERSION 
  

																	
	 	  	 Principal Activity
	  	 Supplier
	  	 LS&Co.

		  	1.1.2	 	and other local country systems	  		  		  		  		  		  	
		  	1.1.3	 	Raise exceptions that are system driven that would prevent an order from being processed or shipped (e.g.: blocks, incompletes, VAS, pricing discrepancies etc.)	  	X	  	X	  	X	  		  		  	
		  	1.1.4 To handle exceptions, Supplier will attain approvals from LS&Co. team. Exceptions could surface from blocks pertaining to Pricing errors, price change requests, etc.	  	X	  	X	  	X	  		  		  	
		  	1.1.5 Resolve raised exceptions and provide approval for Supplier to execute	  		  		  		  	X	  	X	  	X
		  	1.1.6 Execute per resolution provided by LS&Co	  	X	  	X	  	X	  		  		  	
		  	1.1.7 Analyze incoming orders and remove duplicate orders	  	X	  	X	  	X	  		  		  	
		  	1.1.8 Conduct the analysis, identify and raise missing/inaccurate EDI order transmissions	  	X	  	X	  	X	  		  		  	
		  	1.1.9 Resolve raised problematic EDI order transmissions	  		  		  		  	X	  	X	  	X
	 1.2 Pro-Active Order Management
	  		  		  		  		  		  	
		  	1.2.1 Validate Material master data, upload dummy orders to verify material master is set-up correctly for POP, pre-booking order on seasonal SKU’s listing	  	X	  	X	  	X	  		  		  	
		  	1.2.2 Maintain customer compliance document	  	X	  	X	  	X	  		  		  	
		  	1.2.3 Inform team on the changes in customer compliance documentation	  		  		  		  	X	  	X	  	X
		  	 1.2.4 Produce and provide all relevant shipping

/ order management status reports to LS&Co. team

1.    All Monitoring / Tracking reports

2.    Monthly fiscal order completion reports
  

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

4.    Order ageing reports

5.    Delivery block reports
	  	X	  	X	  	X	  		  		  	
		  	[List of reports to be finalized in TA / KA]	  		  		  		  		  		  	

  

			
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EXECUTION VERSION 
  

																	
	 	  	 Principal Activity
	  	 Supplier
	  	 LS&Co.

								
		  	1.2.5 Manually enter and update product data translation on customer systems.	  	X	  	X	  	X	  		  		  	
		  	1.2.6 Manage Pricat seasonal outputs	  		  	X	  		  		  		  	
		  	1.2.7 Maintain contract / bulk management	  	X	  	X	  	X	  		  		  	
		  	1.2.8 Monthly and weekly contract / bulk cleansing (including moves and cancels) per contract policy	  	X	  	X	  	X	  		  		  	
		  	1.2.9 Retained organization to coordinate with sales to obtain approval for contract movement on a weekly/monthly basis and inform Supplier to execute movement	  		  		  		  	X	  	X	  	X
		  	1.2.10 Retained organization to review canceled residual contracts on a weekly and monthly basis	  		  		  		  	X	  	X	  	X
		  	1.2.11 Ensure call-off orders decrement from contract / bulk and not pull from open availability	  	X	  	X	  	X	  		  		  	
		  	1.2.12 If call-off orders are pulled from open availability, inform the retained team	  	X	  	X	  	X	  		  		  	
		  	1.2.13 Retained team resolves call-off orders that are pulled from open availability instead of from contracts and informs Supplier	  		  		  		  	X	  	X	  	X
		  	1.2.13 Supplier executes changes	  	X	  	X	  	X	  		  		  	
		  	1.2.14 Confirm that changes raised by the retained team have been made	  	X	  	X	  	X	  		  		  	
		  	1.2.15 Maintain and update PDU on MarketMax as per changes raised by the retained team	  	X	  		  		  		  		  	
		  	1.2.16 Provide update or changes on PDU via email	  		  		  		  	X	  		  	X
		  	1.2.17 Make changes to an order as per allocation requests from the retained team	  	X	  	X	  	X	  		  		  	
		  	1.2.18 Provide changes in allocation	  		  		  		  	X	  	X	  	X
		  	1.2.19 Manage the Force Allocation process/decisions	  		  		  		  	X	  	X	  	X
		  	1.2.20 Process Force Allocation requests subject to retained organization direction	  	X	  	X	  	X	  		  		  	
		  	1.2.21 Generate and analyze pending order cancellation report	  	X	  	X	  	X	  		  		  	
		  	1.2.22 Proactive communication to retained team in case of pending order cancellation	  	X	  	X	  	X	  		  		  	
		  	1.2.23 Manage Pre-ship approval process	  		  		  		  	X	  	X	  	X

  

			
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EXECUTION VERSION 
  

																	
	 	  	 Principal Activity
	  	 Supplier
	  	 LS&Co.

		  	1.2.24 Execute re-dating of orders based on pre-shipment approvals	  	X	  	X	  	X	  		  		  	
		  	1.2.25 Raise issues impacting ability to ship by cancel date and work with retained team for resolution which could include extending cancellation dates	  	X	  	X	  	X	  		  		  	
		  	1.2.26 Manual delivery creation as needed	  	X	  	X	  	X	  		  		  	
		  	1.2.27 Obtain approval documentation from Sales and Customers for orders requiring cancel date extensions, price changes, product quantity adjustments, and product substitutions	  		  		  		  	X	  	X	  	X
		  	1.2.28 Communicate and provide approval to the course of action to the Supplier team	  		  		  		  	X	  	X	  	X
		  	1.2.29 Execute the course of action and confirm that it has been executed	  	X	  	X	  	X	  		  		  	
		  	1.2.30 Ensure orders are error free and ready for Allocation	  	X	  	X	  	X	  		  		  	
		  	1.2.31 Provide 2nd line of support for SAP issues	  		  		  		  	X	  	X	  	X
		  	1.2.32 Ensure order files are cleansed in accordance with LS&Co. policy	  	X	  	X	  	X	  		  		  	
		  	1.2.33 Provide LS&Co. policies and inform changes to the policies	  		  		  		  	X	  	X	  	X
		  	1.2.34 Manage customer procurement and validation of VAS data for upload	  		  		  		  		  	X	  	X
		  	1.2.35 Manage VAS data upload into related systems	  		  	X	  	X	  		  		  	
		  	1.2.26 Support LS&Co. with re-determination of the order files once the VAS data is uploaded to include account and product level VAS	  		  	X	  	X	  		  		  	
	 1.3 Order Management Analyst (Work)
	  		  		  		  		  		  	
		  	1.3.1 Analyze inventory position in a constrained inventory environment	  	X	  	X	  	X	  		  		  	
		  	1.3.2 Determine when inventory is due-in to support the order. In LSA, this includes reporting out due-in dates from SAP	  	X	  	X	  	X	  		  		  	
		  	1.3.3 Communicate to the retained organization for resolution	  	X	  	X	  	X	  		  		  	

  

			
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EXECUTION VERSION 
  

																	
	 	  	 Principal Activity
	  	 Supplier
	  	 LS&Co.

		  		 	1.3.4 Partner with Demand Planning (DP) to analyze and maximize inventory as the issue is raised from the Supplier team. Communicate the resolution to Supplier	  		  		  		  	X	  	X	  	X
		  		 	1.3.5 Execute order changes as per resolution provided	  	X	  	X	  	X	  		  		  	
		  		 	1.3.6 Communicate price changes based on price order attribute	  		  		  		  	X	  	X	  	X
		  		 	1.3.7 Manage all price changes at order level (including in-season price changes/ late adoptions approval process	  		  		  		  	X	  	X	  	X
		  		 	1.3.9 Identify and communicate product issues such as fallout, DNA, etc. to Supplier that impact the order file	  		  		  		  	X	  	X	  	X
		  		 	1.3.10 Execute order changes as per communication from the retained team	  	X	  	X	  	X	  		  		  	
		  		 	1.3.11 Develop, maintain and conduct OM process and systems training to Supplier agents	  	X	  	X	  	X	  		  		  	
		  		 	1.3.12 Identify and raise trends that results in recurring issues that negatively impacts orders	  	X	  	X	  	X	  		  		  	
		  		 	1.3.13 Initiate the root-cause analysis that drives the issues and provide a proposed solution of the issues to the retained organization	  	X	  	X	  	X	  		  		  	
		  		 	1.3.14 Identify any potential issues with SAP and escalate directly with IT as required for resolution. Keep LS&Co. informed on status.	  	X	  	X	  	X	  		  		  	
		  		 	1.3.15 Retained organization determines impact to orders based on redeployment strategies from distribution	  		  		  		  	X	  	X	  	X
		  		 	1.3.16 Realign orders based on the input from retained organization	  	X	  	X	  	X	  		  		  	
		  		 	 1.3.17 “Inventory redeployment from one DC to another:
  

> Work with internal stakeholders to identify redeployed inventory
  

> Communicate changes of plant on orders to Supplier
  
	  		  		  		  	X	  	X	  	X
		  		 	1.3.18 Provide direction (approval / disapproval) on order changes based on plant redetermination	  		  		  		  	X	  	X	  	X

  

			
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EXECUTION VERSION 
  

																	
	 	  	 Principal Activity
	  	 Supplier
	  	 LS&Co.

		  	1.3.19 Execute order changes based on the approval and plant re-determination provided by LS&Co	  	X	  	X	  	X	  		  		  	
		  	1.3.20 Recommend opportunities for business process improvement	  	X	  	X	  	X	  		  		  	
		  	1.3.21 Develop and Maintain business process documentation	  	X	  	X	  	X	  		  		  	
		  	 1.3.22 “SAP system (where relevant to OM):
  

>Develop SAP test strategy, plans, scripts and execute the test for system enhancements

 
 >Develop Business Requirements Documents for process changes affecting systems
changes
  
 > Resident expert on OM SAP process and technology”

 
	  		  		  		  	X	  	X	  	X
		  	1.3.23 Ensure all business processes are SOX compliant	  		  		  		  	X	  	X	  	X
		  	1.3.24 Support store to store stock transfer orders by managing to completion the virtual return process in SAP	  		  	X	  	X	  		  		  	
		  	1.3.25 Support special OTC process for e-Commerce	  	X	  	X	  	X	  		  		  	
	 1.4 Excess and Obsolete Inventory
	  		  		  		  		  		  	
		  	1.4.1 Tracks and identify obsolete inventory for export orders	  		  		  		  	X	  		  	
		  	1.4.3 Enter and manage orders through completion	  	X	  	X	  	X	  		  		  	
		  	1.4.4 Report status of orders and flag any issues with orders 	  	X	  	X	  	X	  		  		  	
	 1.5 Free-Of-Charge Goods (i.e.: Samples, Uniforms, Product Placements, Giveaways, Promotions, etc.)
	  		  		  		  		  		  	
		  	1.5.1 Develop and maintain policies for all FOC goods 	  		  		  		  	X	  	X	  	X
		  	1.5.2 Validation of FOC orders according to LS&Co. policy	  	X	  	X	  	X	  		  		  	
		  	1.5.4 Attain special approvals (Sales / Finance) 	  		  		  		  	X	  	X	  	X
		  	1.5.5 Receive and process FOC orders through shipping	  	X	  	X	  	X	  		  		  	
	 2. Preliminary Order Processing (POP) / Pre-Season Booking
	  		  		  		  		  		  	
	 2.1 POP Preparation
	  		  		  		  		  		  	

  

			
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CONFIDENTIAL 

EXECUTION VERSION 
  

																	
	 	  	 Principal Activity
	  	 Supplier
	  	 LS&Co.

		  	2.1.1 Manage compliance to seasonal sell in windows (GTM)	  		  		  		  		  	X	  	X
		  	2.1.2 Capture pre-booking orders for agreed upon accounts	  		  		  		  	X	  	X	  	X
		  	2.1.3 Process pre-booking orders for agreed upon accounts	  	X	  	X	  	X	  		  		  	
		  	2.1.4 Coordinate with internal stakeholders for POP reconciliation	  		  		  		  	X	  	X	  	X
		  	2.1.5 Communicate POP amendments to Sales / Customers	  		  		  		  	X	  	X	  	X
		  	2.1.6 Amend pre-booking orders relative to POP results	  	X	  	X	  	X	  		  		  	
		  	2.1.6 For selected accounts, communicate POP contract data to be entered into sales forecasting tool	  		  		  		  	X	  		  	
		  	2.1.7 Enter / Upload POP PDU Data into forecasting tool - MARKETmax	  	X	  		  		  		  		  	
	 2.3 POP Contracts
	  		  		  		  		  		  	
		  	2.3.1 Submits pre-pack template	  		  		  		  	X	  		  	X
		  	2.3.2 Enter / upload POP Contracts into SAP	  	X	  		  	X	  		  		  	
		  	2.3.3 Communicate POP adjustments direction	  		  		  		  	X	  		  	
		  	2.3.4 Reject or adjust contracts based on direction from LS&Co.	  	X	  		  		  		  		  	
		  	2.3.5 Manage through Contract lifecycle according to policy	  	X	  		  	X	  		  		  	
		  	2.3.6 Provide POP reporting to retained organization	  	X	  		  	X	  		  		  	
		  	2.3.7 Retained organization to communicate to key stakeholders (internal / external)	  		  		  		  	X	  	X	  	X
		  	2.3.8 Release POP/Bulk entered 	  		  		  		  	X	  		  	X
		  	2.3.9 Validates unit quantities	  		  		  		  	X	  		  	X
	 3. Dispute & Returns Management
	  		  		  		  		  		  	
	 3.1 Dispute Management
	  		  		  		  		  		  	
		  	3.1.1 Coordinate with retained org if sales interjection is required	  		  		  		  	X	  	X	  	X
		  	3.1.2 Log into SAP to review any raised disputes on a daily basis	  	X	  	X	  	X	  		  		  	

  

			
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CONFIDENTIAL 

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	 	  	 Principal Activity
	  	 Supplier
	  	 LS&Co.

		  	3.1.3 Conduct research to determine the validity of the dispute	  	X	  	X	  	X	  		  		  	
		  	3.1.4 Coordinate with supplier F&A team for approval / rejection	  	X	  	X	  	X	  		  		  	
		  	3.1.5 Justify dispute acceptance or rejection with supporting documentation	  	X	  	X	  	X	  		  		  	
		  	3.1.6 If the dispute is accepted, update UDM in SAP with results of dispute research with attached supporting documents	  	X	  	X	  	X	  		  		  	
		  	3.1.7 If a dispute is rejected, raise it to the retained organization	  	X	  	X	  	X	  		  		  	
		  	3.1.8 Retained organization will approve / disapprove dispute rejection	  		  		  		  	X	  	X	  	X
		  	3.1.9 Close the dispute in UDM as per communication from the retained organization	  	X	  	X	  	X	  		  		  	
	 3.2 Returns Management
	  		  		  		  		  		  	
		  	3.2.1 Receive returns requests via MBX or phone 	  		  		  		  	X	  	X	  	X
		  	3.2.2 Obtain approval from retained organization for returns that exceed defined threshold defined in policy	  	X	  	X	  	X	  		  		  	
		  	3.2.3 Approve / Reject requests provided by the retained team	  		  		  		  	X	  	X	  	X
		  	3.2.4 Process approved returns and manage return until it closes	  	X	  	X	  	X	  		  		  	
		  	3.2.5 Enter pick up onto carrier sites	  		  	X	  	X	  		  		  	
		  	3.2.6 Validation of Return when there is a return variance with DC/RDC (DC) and resolves the variance internally	  		  		  		  	X	  	X	  	X
		  	3.2.7 Coordination with freight carriers	  		  		  		  		  	X	  	X
		  	3.2.8 Issue Credit Notes (MEX only for LSA)	  	X	  	X	  	X	  		  		  	
	 4. Reporting
	  		  		  		  		  		  	
	 4.1 Internal Reporting
	  		  		  		  		  		  	
		  	4.1.1 Set Global/ Regional reporting requirements	  		  		  		  	X	  	X	  	X
		  	4.1.2 Partner with internal key stakeholders to understand local/exceptional reporting requirements	  		  		  		  	X	  	X	  	X
		  	4.1.3 Execute data pulls and reporting needs (global and regional)	  	X	  	X	  	X	  		  		  	
		  	4.1.4 Provide routine business reporting	  	X	  	X	  	X	  		  		  	
		  	4.1.5 Provide bi-weekly sales-shipping status report	  	X	  	X	  	X	  		  		  	

  

			
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	 	  	 Principal Activity
	  	 Supplier
	  	 LS&Co.

		  	4.1.6 Provide report to sales on outstanding POs	  	X	  	X	  	X	  		  		  	
		  	4.1.7 Provide update on product discontinuation	  	X	  	X	  	X	  		  		  	
		  	4.1.8 Provide metrics / KPIs reporting	  	X	  	X	  	X	  		  		  	
		  	4.1.9 Generate Account specific reports	  	X	  	X	  	X	  		  		  	
		  	4.1.10 Generate Product Cancelled reports	  	X	  	X	  	X	  		  		  	
		  	 4.1.11 Generate Product adjustment reports

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

  

			
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	 	  	 Principal Activity
	  	 Supplier
	  	 LS&Co.

		  		 	next weeks)	  		  		  		  		  		  	
		  	6.2	 	Confirmation of final shipment with customer and preparing pro forma document	  		  		  		  		  	X	  	
		  	6.3	 	Management of manual delivery creation with OFG and CC	  		  		  		  		  	X	  	
		  	6.4	 	Pick-up coordination with DC and customer including transport organization and customs documents preparation for goods, POSMs, samples and furniture	  		  		  		  		  	X	  	
		  	6.5	 	Post shipment service to customer - sending all documents customs and shipment	  		  		  		  		  	X	  	

  

	3.	LANGUAGES 

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

  

					
	 Languages Supported

	 LSE
	 	 LSE
	 	 AMA

	English	 	Arabic	 	Bahasa Indonesia
	Portuguese	 	Czech	 	Bahasa Malaysia
	Spanish	 	Danish	 	English
		 	Dutch	 	Korean
		 	English	 	Vietnamese
		 	Finnish	 	Japanese
		 	French	 	Simplified Chinese
		 	German	 	Traditional Chinese
		 	Greek	 	Mandarin
		 	Hungarian	 	Cantonese
		 	Italian	 	
		 	Nordics	 	
		 	Norwegian	 	

  

			
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			Polish		
			Portuguese		
			Spanish		
			Swedish		
			Additional languages for all countries in the Emerging Country Group will be confirmed during the KA sessions		

  

			
	LS&Co. – Attachment 2.4 – Description of Services – Customer Service Services		Page 11

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MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 2 

DESCRIPTION OF SERVICES 

ATTACHMENT 2.5 

DESCRIPTION OF SERVICES – CONSUMER RELATIONS
SERVICES 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

 TABLE OF CONTENTS 

 

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

  

			
	LS&Co. – Attachment 2.5 – Description of Services – Consumer Relations Services		Page i

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	1.	INTRODUCTION. 

  

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

 

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

  

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

  

	2.	FINALIZATION OF SERVICE DESCRIPTION. 

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

  

			
	LS&Co. – Attachment 2.5 – Description of Services – Consumer Relations Services		Page 1

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MASTER SERVICES AGREEMENT* 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 3 

SERVICE LEVEL MANAGEMENT 

 
  

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

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EXECUTION VERSION 
  

 TABLE OF CONTENTS 

 

									
	 1.
		 Introduction.
		 	2	  
				
			1.1		 General
		 	2	  
			1.2		 References
		 	2	  
			1.3		 Definitions
		 	2	  
			
	 2.
		 Service Levels.
		 	3	  
				
			2.1		 Performance of Services
		 	3	  
			2.2		 Critical Service Levels
		 	3	  
			2.3		 Other Service Levels
		 	3	  
			2.4		 Additional Service Levels
		 	3	  
			
	 3.
		 Measurement of Service Level Compliance.
		 	4	  
				
			3.1		 Commencement of Measurement; Measurement Interval
		 	4	  
			3.2		 Measuring Tools
		 	4	  
			3.3		 Failure to Complete Measurement
		 	4	  
			3.4		 Review of Measuring Tools
		 	5	  
			3.5		 Regional Measurement
		 	5	  
			
	 4.
		 Reporting.
		 	5	  
				
			4.1		 Service Level Reports
		 	5	  
			
	 5.
		 Service Level Validation.
		 	6	  
				
			5.1		 Service Level Baselining Process
		 	6	  
			5.2		 Target Adjustments
		 	6	  
			
	 6.
		 Failure to Perform; Service Level Credits.
		 	7	  
				
			6.1		 Weighting Factors
		 	7	  
			6.2		 Service Level Credits
		 	7	  
			6.3		 Service Level Credit Calculation
		 	7	  
			6.4		 Multiple Service Level Failures; At Risk Amount
		 	8	  
			6.5		 Application of Credits
		 	8	  
			6.6		 Service Level Improvement Plan
		 	8	  
			
	 7.
		 Changes to Service Levels.
		 	8	  
				
			7.1		 Addition or Deletion
		 	8	  
			7.2		 Continuous Improvement
		 	8	  
			
	 8.
		 Service Level Exceptions.
		 	9	  

  

			
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	1.	INTRODUCTION. 

  

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

  

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

  

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

  

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

  

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

  

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

  

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

  

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

  

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

 

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

  

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

  

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

 

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

  

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

  

			
	LS&Co. – Exhibit 3 – Service Level Management		Page 2

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

  

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

  

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

  

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

  

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

  

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

  

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

  

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

  

	2.	SERVICE LEVELS. 

  

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

  

	2.2	Critical Service Levels. Critical Service Levels are of particular importance to LS&Co.’s business. A Service Level Failure with respect to a Critical Service Level (each a “Critical Service
Level Failure”) shall entitle LS&Co. to receive a Service Level Credit. 

  

	2.3	Other Service Levels. Service Levels that are not Critical Service Levels are nevertheless viewed as important to measuring the efficiency and effectiveness of Supplier’s relationship and evaluating
Supplier’s performance relative to LS&Co.’s expectations and historical accomplishments. Supplier’s performance of the other Service Levels will be taken into account by LS&Co. in the evaluation of LS&Co.’s other
rights under the Agreement. For clarity, such Service Levels shall not result in a Service Level Credit. 

  

	2.4	Additional Service Levels. With respect to each Service Category and Region, and during the 12-month period following the applicable Commencement Date, LS&Co. may, upon 30 days’ prior notice to Supplier,
add additional Service Levels that will be 

  

			
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applicable to Supplier’s performance of the applicable Services in order to achieve a fair, accurate, and consistent measurement of Supplier’s performance of those Services; provided,
that any such additional Service Levels shall be measurable (using the existing Measuring Tools), objective and include a specified and reasonable Performance Target (the “Additional Criteria”); and provided further, however, that
where there is no historical or other data to support the Performance Target specified for such a Service Level that Performance Target shall be subject to validation pursuant to Section 5. Unless Supplier objects to such Service Level
(on the basis that it does not meet the Additional Criteria or is otherwise commercially unreasonable) within the 30-day notice period (“Objection Notice”), the Service Levels shall be deemed incorporated in the Agreement after the
expiration of the 30-day notice period and the applicable Service Level Definitions Document shall be amended accordingly. Promptly after the receipt by LS&Co. of a valid Objection Notice, the LS&Co. Global Lead for the applicable Service
Category and the Supplier Global Lead for the applicable Service Category shall meet (in person or by telephone) to discuss revisions to the proposed Service Level to ensure that it meets the Additional Criteria. To the extent that the LS&Co.
Global Lead for the applicable Service Category and the Supplier Global Lead for the applicable Service Category are able to agree on acceptable changes to the Service Level these changes shall be documented in writing signed by both of them and
such revised Service Level shall become effective 30 days after both Global Leads have executed the document reflecting that agreement. To the extent that the applicable Global Leads are unable to agree on revisions to the Service Level, the
outstanding issues shall be escalated to the appropriate governance committee set forth in Exhibit 5 for resolution. 

  

	3.	MEASUREMENT OF SERVICE LEVEL COMPLIANCE. 

  

	3.1	Commencement of Measurement; Measurement Interval. Supplier shall: (a) begin measuring its performance of the Services against the Service Levels on the applicable Commencement Date; and (b) measure its
performance of the Services against the Service Levels during each Measurement Interval. 

  

	3.2	Measuring Tools. Prior to the applicable Commencement Date, Supplier shall implement the Measuring Tools detailed in the applicable Service Level Definitions Document and such other Measuring Tools that are
required for Supplier to measure and report on Supplier’s performance of the Services against the Service Levels, which Measuring Tools may include LS&Co.’s Systems. Supplier shall provide LS&Co. and its designees with the
information and access to the Measuring Tools upon request for inspection and verification purposes. Supplier shall ensure that the systems used by Supplier to measure its performance of the Services against the Service Levels shall be compatible
with the software and equipment used by LS&Co. which may deliver records to, receive records from, or otherwise interact with such systems. Any addition to the Measuring Tools, and any change to the Measuring Tools, shall be subject to
LS&Co.’s prior approval and no change shall be permitted to the Services, Service Levels or the Charges as a result of any such addition of, or change to, the Measuring Tools. 

 

	3.3	Failure to Complete Measurement. If Supplier fails to measure its performance of the Services against a particular Service Level so that it is not possible to confirm whether 

  

			
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the Service Level has been achieved for the Measurement Interval, and Supplier cannot otherwise demonstrate its compliance with that Service Level, then such failure shall be deemed to be a
Service Level Failure. 

  

	3.4	Review of Measuring Tools. On an annual basis, Supplier shall review the Measuring Tools and assess whether any changes in such Measuring Tools are required to collect and accurately reflect Supplier performance
and related data prospectively. Supplier shall promptly notify LS&Co. of any recommended changes in the Measuring Tools as a result of this assessment. 

  

	3.5	Regional Measurement. The methodology described in this Exhibit 3 applies uniformly to all LS&Co. Service Locations receiving Services. However, except to the extent otherwise specified in the
applicable Service Level Definitions Document, the measurement of Service Level performance, the determination of Supplier’s performance against and compliance with each Service Level during the applicable Measurement Interval; and the
determination of Supplier’s achievement or failure to achieve such Service Level shall be made separately as to the Services provided to, or on behalf of, Service Recipients located within each of the regions specified below (each, a
“Region”): 

  

	 	(a)	LSA (The Americas, North and South); 

  

	 	(b)	LSE (All of Europe); and 

  

	 	(c)	AMA (Asia, the Middle East and Africa). 

 With respect to the foregoing, (i) if a Service
Level measures the percent of all invoices processed in accordance with requirements in a given month, then the number of invoices and the percentage compliance, will be measured separately for each Region; (ii) since the total monthly Charges
for Services within each Region may vary, the At Risk Amount, while uniform as a percentage([****]*), may vary as a dollar amount; and (iii) the initial allocations of weighting
percentages, and the rules under this Exhibit 3 regarding their reallocation, will apply separately to each Region. With respect to the information technology Service Category, the Parties shall, during the Knowledge Acquisition phase
and working in good faith, review the application of the above Regions to the information technology Service Category. To the extent that LS&Co., acting reasonably, determines after the completion of Knowledge Acquisition that refinements or
modifications to the Region definitions for the information technology Services are required to better align the reporting of the Service Levels for the information technology Services, the Parties shall align the Region definitions for the
information technology Services and the reporting of the information technology Services to reflect those requirements. 
  

	4.	REPORTING. 

  

	4.1	 Service Level Reports. Supplier shall provide to LS&Co., as part of Supplier’s monthly performance reports, a set of reports to verify
Supplier’s performance and compliance with the Service Levels (each, a “Service Level Report”). Each Service Level Report shall: (a) be provided to LS&Co. within 10 business days after the end of each calendar month;
(b) specify Supplier’s performance against and compliance with each Service 

  

			
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Level during the applicable Measurement Interval; (c) specify those Service Levels that Supplier failed to achieve; and (d) contain the details of Supplier’s historical performance
for each Service Level (e.g., performance average in each of the prior Contract Years as well as the prior 12 months). Supplier shall provide access to such information online and in real-time, where technically feasible, at any time during the Term
and Termination Assistance Period. 

  

	5.	SERVICE LEVEL VALIDATION. 

  

	5.1	Service Level Baselining Process. For each Critical Service Level identified in the Service Level Definitions Documents as being “subject to baseline,” Supplier shall review the metrics achieved for
those Service Levels (“Existing Performance”) during the knowledge acquisition phase of Transition (“Initial Review Period”). If prior to the expiration of the Initial Review Period Supplier provides LS&Co. with
notice that Supplier wants to measure the actual performance of a Critical Service Levels identified in the Service Level Definitions Documents as being “subject to baseline” (each such Critical Service Level a “Validation Service
Level”) Supplier shall measure and report the performance of that Validation Service Level for a period of 3 months after the applicable Commencement Date (unless the Parties otherwise agree to a longer period) (“Validation
Period”). After the expiration of the Validation Period for a Validation Service Level, Supplier shall promptly provide to LS&Co.: (a) the Service Level performance for that Validation Service Level during each month of the
Validation Period; and (b) the average performance with respect to that Validation Service Level during the Validation Period (excluding any such measurement that arises as a result of Supplier’s failure to perform the Services)
(“Validated Average”). If any measurement during the Validation Period is missing, then the missing measurement shall be constructed using the average of the actual remaining measurements during the Validation Period.

  

	5.2	Target Adjustments. If the Validated Average for a Validation Service Level is: (a) no more than 10% lower than the Performance Target for the Validation Service Level, then the Validated Average shall be
deemed to be the Performance Target, and the Parties shall amend the applicable Service Level Definitions Document accordingly; and (b) more than 10% lower than the Performance Target for the Validation Service Level, then the LS&Co. Global
Lead for the applicable Service Category and the Supplier Global Lead for the applicable Service Category shall meet, and negotiate in good faith, either Changes to the Services or method of delivery of the Services so that Supplier can perform the
Services in accordance with such Validation Service Level or an adjustment to the applicable Performance Target for such Validation Service Level, and, upon the agreement of the LS&Co. Global Lead for the applicable Service Category and the
Supplier Global Lead for the applicable Service Category the Parties shall amend the applicable Service Level Definitions Document to reflect such agreement; except that: (i) the Performance Target shall not be lower than the Validated Average;
and (ii) in no event shall the Performance Target be adjusted by more than 20% from the applicable Performance Target agreed to at the Effective Date. Any adjustment pursuant to this Section 5.2 shall apply on and from the end of
the Validation Period. 

  

			
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	6.	FAILURE TO PERFORM; SERVICE LEVEL CREDITS. 

 

	6.1	Weighting Factors. LS&Co. shall assign a number of percentage points to each Critical Service Level (“Weighting Factor”), except that the maximum Weighting Factor allocated among all the
Critical Service Levels shall not exceed, in the aggregate, [****]* percentage points. The Weighting Factors in effect as of the Effective Date are identified in the applicable Service
Level Definitions Document, and LS&Co. may reallocate such Weighting Factors by providing Supplier with 60 days’ prior notice. 

  

	6.2	Service Level Credits. Each Critical Service Level Failure shall result in Supplier owing a Service Level Credit to LS&Co.; provided, however, that LS&Co. shall not be entitled to a Service Level Credit
for a Service Level Failure that occurs during the [****]* period after the applicable Commencement Date. Service Level Credits shall not limit LS&Co.’s right to recover other damages in excess of the Service Level Credits incurred
by LS&Co. as a result of such failure or limit LS&Co.’s remedies for Supplier’s failure to achieve a Service Level; provided, that the amount of any Losses payable to LS&Co. in connection with the applicable Service Level
Failure will be reduced by the amount of any Service Level Credit paid by Supplier that relates to the Service Level Failure giving rise to such Losses. 

  

	6.3	Service Level Credit Calculation. Each Service Level Credit shall be calculated as follows: 

Service Level Credit = A X (B / 100) 

Where: 
  

	 	(a)	A is the At Risk Amount for the month in which the Service Level Failure occurred; and 

  

	 	(b)	B is the Weighting Factor for the Critical Service Level for which the Service Level Failure occurred. 

For example, assume that Supplier fails to meet the Service Level Target for a Critical Service Level and (i) the Monthly Charges for the
month in which the Service Level Failure occurred was $100,000, (ii) the Weighting Factor for such Critical Service Level is 60 percent, and (iii) the At Risk Amount is [****]*
percent. The Service Level Credit due to LS&Co. for such Service Level Failure would be computed as follows: 
 A = [****]* [the monthly Charges multiplied by the At Risk Amount]; 
 Multiplied by: 

B = 0.6 (60/100) [the Weighting Factor divided by 100]; 

Equals 

  

			
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 = $9,000 [the Service Level Credit.] 

 

	6.4	Multiple Service Level Failures; At Risk Amount. If more than one Service Level Failure has occurred in a single month, the sum of the corresponding Service Level Credits shall be credited to LS&Co.; provided
that in no event shall the Service Level Credits credited to LS&Co. with respect to all Service Level Failures incurred in a single month exceed the At Risk Amount. 

 

	6.5	Application of Credits. The total amount of Service Level Credits which Supplier shall be obligated to pay to LS&Co. with respect to Service Level Failures shall be included on the invoice in the month
following the month in which the Service Level Failure giving rise to such Service Level Credit occurred. If no amounts are due and payable to Supplier under such invoice, then Supplier shall pay the amount of the Service Level Credit to LS&Co.
within 45 days of that Service Level Credit becoming due. 

  

	6.6	Service Level Improvement Plan. Upon the occurrence of a Service Level Failure, Supplier shall identify the cause of such Service Level Failure, and Supplier shall develop and submit to LS&Co. a plan to cure
and remediate the cause of such Service Level Failure (“Service Level Improvement Plan”) within 10 days after such Service Level Failure (or such other time period agreed to by the Parties). Upon LS&Co.’s approval of the
remediation procedures set forth in the Service Level Improvement Plan, Supplier shall promptly implement such procedures. 

  

	7.	CHANGES TO SERVICE LEVELS. 

  

	7.1	Addition or Deletion. LS&Co. expects the Service Levels to develop and evolve to reflect LS&Co.’s business and LS&Co.’s changing needs (including the completion of Projects). Accordingly,
upon 60 days’ prior notice, LS&Co. may adjust the Weighting Factor assigned to each Service Level and those Service Levels that are subject to a Service Level Credit; provided, that LS&Co. may not adjust each Weighting Factor more than
once in each calendar quarter; and provided further, that the parameters in Section 6.1 shall apply to any such adjustments. At any time throughout the Term, either LS&Co. or Supplier may propose to add or remove a Service Level, or
change the Performance Target for a Service Level and how the Service Level is calculated; provided that no such change shall be effective until agreed upon by the Parties. 

 

	7.2	Continuous Improvement. The Parties agree that the Service Levels shall be subject to continuous improvement, and the Parties expect and intend that certain Service Levels shall be improved over time.
Accordingly, Supplier shall research and propose reasonable improvements to the Services (with appropriate modifications to the applicable Service Levels) at least once each year during the Term. At a minimum, such improvements (and modifications to
the applicable Service Levels) shall be consistent with industry best practices for comparable services. Such improvement shall not be implemented or become effective until agreed upon by the Parties. 

  

			
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	8.	SERVICE LEVEL EXCEPTIONS. 

 Supplier shall
be excused from a failure to achieve a Service Level solely to the extent, and during the time, that Supplier is directly precluded from performing that obligation or achieving that Service Level as a result of: 

 

	 	(a)	LS&Co.’s (or a LS&Co. Agents’, excluding Supplier and Supplier Agents) failure to perform or delay in performing, its specified and written obligations (for example, obligations that refer directly to
LS&Co. in the form of “LS&Co. shall” or directly to a LS&Co. Agent in the form of “LS&Co. Agent shall”) under the Agreement; 

  

	 	(b)	Service or Supplier Staff reductions requested by LS&Co. and agreed to by the Parties in accordance with the Contract Change Process; provided, that Supplier has previously notified LS&Co. in writing as part of
such Contract Change Process that the implementation of such Service or Supplier Staff reductions would result in such failure to meet the Service Level; 

  

	 	(c)	LS&Co.’s failure to repair Equipment used to provide the Services where: (i) LS&Co. is responsible for such repair; (ii) Supplier has notified LS&Co. of the need to repair the Equipment prior
to any Service Level Failure attributable to that Equipment; (iii) Supplier’s ability to maintain the Service Level is directly dependent upon such Equipment; and (iv) LS&Co. has, prior to any Service Level Failure attributable to
that Equipment, agreed in writing that the Equipment does not meet the required technical performance requirements; 

  

	 	(d)	Services performed during the execution of the Disaster Recovery Plan, the execution of which is in support of a LS&Co.-declared disaster, to the extent that the implementation of the Disaster Recovery
Plan prevents Supplier from accessing Systems or Supplier Staff necessary to provide the Services in accordance with the Service Levels; provided that Supplier shall not obtain such relief if the Disaster Recovery Plan is designed to ensure the
provision of the Services in accordance with the Service Levels or the implementation of the Disaster Recovery Plan was as a result of an act or omission of Supplier. Supplier shall use all reasonable efforts to continue to perform the affected
Services in accordance with the applicable Service Levels in the event of the implementation of the Disaster Recovery Plan; 

  

	 	(e)	an LS&Co. Third Party Contractor’s failure to perform, or delay in performing, its specified and written obligations in accordance with the terms of that LS&Co. Third Party Contractor’s agreement with
LS&Co., where Supplier’s ability to maintain the Service Level is directly dependent upon strict performance by the LS&Co. Third Party Contractor, and except to the extent that Supplier is responsible for managing that LS&Co. Third
Party Contractor’s performance and has failed to so manage that performance; 

  

			
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	 	(f)	LS&Co.’s exercise of its right to step-in under Section 13.5 of the Agreement, but only for such affected Services and only during the period of time between a Step-In Date and the corresponding
Step-Out Date; 

  

	 	(g)	For the Services billed pursuant to Section 5.6 of Exhibit 4, LS&Co.’s failure to agree, pursuant to the process set forth in Section 5.6 of Exhibit 4, to
permit an increase in the number of Supplier Staff engaged by Supplier to perform that specific Service in order to cover a material increase (as the nature of such material increase is detailed in Section 5.6 of Exhibit 4)
in the consumption of such Service by LS&Co.; provided that Supplier has previously notified LS&Co. in writing as part of such process that the failure to increase the Supplier Staff would result in such failure to meet the specific Service
Level; 

 (each a “Relief Event”) and provided that Supplier: (x) promptly provides LS&Co. with
advance notice identifying in detail the Relief Event in question, the nature of LS&Co.’s failure to perform such Relief Event (where applicable) and the relevant Supplier obligation or Service Levels that is at risk; (y) continues
without interruption to use all reasonable efforts to perform its obligation notwithstanding the occurrence of the Relief Event; and (z) re-commences performance of the obligation, or the affected Service in accordance with this Agreement or
the Service Levels, immediately upon LS&Co. curing the Relief Event. 

  

			
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MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 3 

SERVICE LEVEL MANAGEMENT 

ATTACHMENT 3.1 

SERVICE LEVEL DEFINITIONS – HUMAN RESOURCE
SERVICES 

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 TABLE OF CONTENTS 

 

									
	 1.
		 Introduction.
		 	1	  
				
			 1.1
		 General
		 	1	  
			 1.2
		 References
		 	1	  
			 1.3
		 Definitions
		 	1	  
			 1.4
		 Completion of Service Level Definitions
		 	1	  
			
	 2.
		 Critical Service Levels.
		 	1	  
			
	 3.
		 Other Service Levels
		 	1	  
				
			 3.1
		 Employee Relations: Employee Relations Quality of Service
		 	1	  
			 3.2
		 Employee Relations: Timeliness of Employee Relations Transaction Completion
		 	2	  
			 3.3
		 Leave Administration: Leave Request Response Timeliness
		 	2	  
			 3.4
		 Leave Administration: FMLA Leave Expiry
		 	3	  
			 3.5
		 Leave Administration: Leave Request Decision Notification Timeliness
		 	4	  
			 3.6
		 Employee Data Management: Employee Data Accuracy
		 	4	  
			 3.7
		 Employee Data Management: Employee Data Timeliness
		 	5	  
			 3.8
		 Employee Data Management: Employee File Retrieval Timeliness
		 	6	  
			 3.9
		 Benefit Administration – Transaction Accuracy
		 	6	  
			 3.10
		 Benefit Administration – Transaction Timeliness
		 	7	  
			 3.11
		 Benefit Administration – Materials Fulfillment Timeliness
		 	8	  
			 3.12
		 Benefit Administration – Materials Fulfillment Accuracy
		 	9	  
			 3.13
		 Recruitment – Recruiting Timeliness
		 	9	  
			 3.14
		 Recruitment – Employee Data Accuracy
		 	10	  
			 3.15
		 Compensation Admin – Employee Data Accuracy
		 	11	  
			 3.16
		 Performance Management – Performance Management Timeliness
		 	11	  
			 3.17
		 Offboarding – Offboarding Accuracy
		 	11	  
			 3.18
		 Offboarding – Offboarding Timeliness
		 	12	  
			 3.19
		 Offboarding – Severance Package Accuracy
		 	13	  
			 3.20
		 Service Desk – Average Speed to Answer
		 	13	  
			 3.21
		 Service Desk – First Call Resolution
		 	14	  
			 3.22
		 Service Desk – Customer Satisfaction
		 	15	  
			 3.23
		 Service Desk – Inquiry Acknowledgement
		 	16	  
			 3.24
		 Service Desk – Resolution of Escalated Cases
		 	16	  
			 3.25
		 Service Desk – Escalated Cases to LS&Co.
		 	17	  
			 3.26
		 Service Desk – Service Desk Availability
		 	17	  
			 3.27
		 Service Desk – Call Abandonment Rate
		 	18	  
			 3.28
		 HRIS – Interface Reliability
		 	19	  
			 3.29
		 HRIS – Incident Management and Resolution
		 	19	  
			 3.30
		 HRIS – Problem Management Root Cause Analysis
		 	21	  
			 3.31
		 HRIS – Change Management Enhancement
		 	22	  
			 3.32
		 HRIS – HR Portal Availability
		 	23	  
			 3.33
		 HRIS – HR Portal Speed
		 	24	  
			 3.34
		 HRIS – HR Portal Speed to Update
		 	24	  
			 3.35
		 HRIS – Reporting Accuracy and Timing
		 	25	  

  

			
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	1.	INTRODUCTION. 

  

	1.1	General. This Attachment describes each Service Level. For each Service Level this Attachment details the applicable Performance Target, the method for measuring the Service Level and the formula for calculating
achievement of the Performance Target. For each Critical Service Level, the Weighting Factor applicable at the Effective Date shall be as set forth in this Attachment. 

 

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

  

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

  

	1.4	Completion of Service Level Definitions. The Service Levels included in this Attachment at the Effective Date reflect the Parties best efforts to define the applicable the Service Levels for the Service (and
applicable Performance Targets and Service Level Credits). After the Effective Date the Parties shall work in good faith with each other to finalize the list of Service Levels in this Attachment (and the associated Performance Targets and Service
Level Credits) that will be applicable to Supplier’s performance of the Services after the applicable Commencement Date. Despite the foregoing, the Parties agree that this Attachment shall not be amended without the mutual written agreement of
both Parties. 

  

	2.	CRITICAL SERVICE LEVELS. 

 Pursuant
to Section 2.6 of Exhibit 8 the Parties will define, during Knowledge Acquisition, any Critical Service Levels that are to apply to the performance of the applicable Services on and from the Commencement Date (which Critical
Service Levels will be subject to the terms of this Exhibit 3). 
  

	3.	OTHER SERVICE LEVELS 

  

	3.1	Employee Relations: Employee Relations Quality of Service 

  

			
	 Employee Relations KPI01: ER Quality of Service

	Objective		To ensure that the Supplier employee relations (ER) team is providing quality consultation to LS&Co. employees.
	Definition		Satisfaction with Supplier ER service delivery will be measured on a 5 point scale.
	Method

  

			
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	 Employee Relations KPI01: ER Quality of Service

	Data Capture		The quality rating will be determined by the LS&Co. legal team rating a random sample of ER cases on a quarterly basis and rating them on a scale of 1 to 5.
	Measurement Interval		Quarterly
	Method of Calculation		 For each Measurement Interval:
  

ER quality =[( # of ER cases rated =/> 3) / (# of ER cases)] * 100

	Service Metric
	Performance Target		Performance Target is achieved when 75% of cases (subject to baselining) indicate overall quality rating of 4 or better on a scale of 1 to 5 where 1 is the lowest rating and 5 is the highest rating.
	Metric Type		The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

  

	3.2	Employee Relations: Timeliness of Employee Relations Transaction Completion 

  

			
	 Employee Relations KPI02: Timeliness of ER Transaction Completion

	Objective		To ensure the timely completion of ER transactions that arise from LS&Co. ER queries.
	Definition		 The percentage of ER transactions that are completed in accordance with LS&Co. service standards as shown below:

 

•       Preparation of termination proposals - 2 business days, subject to
demands of initiative, and as mutually agreed
  

•       Review of corrective actions and performance improvement plans - 2
business days

	Method
	Data Capture		The contact tracking system that records contacts and their resolution.
	Measurement Interval		Monthly
	Method of Calculation		 For each Measurement Interval:
  

(Number of ER transactions that are completed within agreed service standards) / (Total number of transactions that are initiated within the Measurement
Interval minus excluded transactions) * 100

	Service Metric
	Performance Target		Performance Level is achieved when 85% (subject to baselining) of identified ER-related transactions are completed in accordance LS&Co. service standards.
	Metric Type		The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

  

	3.3	Leave Administration: Leave Request Response Timeliness 

  

			
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	 Leave Administration KPI01: Leave Request Response Timeliness

	Objective		To ensure LS&Co. employees receive timely responses to their new leave requests
	Definition		Percentage of responses completed within 2 business days regarding new leave requests for LSA. Percentage of responses completed within 2 business days regarding new leave requests for LSE and AMA, subject to baselining.
	Method
	Data Capture		Supplier systems capture all records and provide reports.
	Measurement Interval		Monthly
	Method of Calculation		 For each Measurement Interval:
  

(The number of leave request responses within agreed number of business days) divided by (The total number of leave requests in the Measurement Interval)
expressed as a percentage.

	Service Metric
	Performance Target		98%, subject to baselining
	Metric Type		The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

  

	3.4	Leave Administration: FMLA Leave Expiry 

  

			
	 Leave Administration KPI02: FMLA Leave Expiry

	Objective		To ensure LS&Co. employees receive timely notification when their Company protected leave period has ended based on company policy.
	Definition		 Percentage of exhaustion notifications submitted to agreed-upon channels for distribution within two (2) business days past the period end
date for LSA, subject to baselining.
 Percentage of exhaustion notifications submitted to agreed-upon channels for distribution within two (2) business days
past the period end date for LSE and AMA, subject to baselining for similar leaves

	Method
	Data Capture		Supplier systems capture all records and provide reports.
	Measurement Interval		Monthly
	Method of Calculation		 For each Measurement Interval:
  

(The number of leave exhaustion notifications communicated within agreed number of business days past period end date) divided by (The total number of leave
decision exhaustion notifications communicated in the Measurement Interval)

  

			
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	Leave Administration KPI02: FMLA Leave Expiry
			 expressed as a percentage.

	Service Metric
	Performance Target		Performance Target is achieved when the leave exhaustion notifications are communicated to the employee and/or manager in agreed number of business days 90% of the time (subject to baselining).
	Metric Type		The following Service Level is promotable to a Critical Service Level at the election of LS&Co.
			

  

	3.5	Leave Administration: Leave Request Decision Notification Timeliness 

  

			
	Leave Administration KPI03: Leave Request Decision Notification Timeliness
	Objective		To ensure LS&Co. employees’ leave decision notifications are communicated in a timely manner.
		
	Definition		 Leave decision notifications for submitted leave requests will be communicated within 35 calendar days or less of original leave request.

Assumption: Excludes circumstance where employees request additional time to submit the supporting documentation due to an extenuating circumstance that will
increase the time period beyond 35 days.

	Method
	Data Capture		Supplier systems capture all records and provide reports.
		
	Measurement Interval		Monthly
	Method of Calculation		 For each Measurement Interval:
 (The number of
leave decision notifications communicated within 35 calendar days of original request) divided by (The total number of leave decision notifications) expressed as a percentage less any approved requests for extensions

	Service Metric
	Performance Target		Performance Target achieved when 97% (subject to baselining) of leave decision notifications are communicated within thirty-five (35) business days.
	Metric Type		The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

  

	3.6	Employee Data Management: Employee Data Accuracy 

  

			
	Employee Data Management KPI01: Employee Data Accuracy
	Objective		To ensure that updates to employee data are completed accurately.

  

			
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	Employee Data Management KPI01: Employee Data Accuracy
			(Includes all data that Supplier is responsible for managing for benefits and non-benefits).
	Definition		The percentage of member transactions during a Measurement Interval (10% random sample of total global volume assessed by Supplier’s reporting team (all regions to be covered)) that are completed accurately.
	Method
	Data Capture		Report (10% sample as noted above) to be created from the HR system based on a random sample of transactions performed by Supplier personnel.
	Measurement Interval		Daily
	Method of Calculation		 For each Measurement Interval:
 Data Accuracy =
(( # of transactions completed accurately) / (# of transactions sampled)] * 100

	Service Metric
	Values		Metrics.
	Performance Target		Performance Target is achieved when 99% (subject to baselining) of transactions are processed accurately for LSA, and 99% transactions are processed accurately for LSE and AMA, subject to baselining.
	Metric Type		The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

  

	3.7	Employee Data Management: Employee Data Timeliness 

  

			
	Employee Data Management KPI02: Employee Data Timeliness
	Objective		Ensure that updates to employee data are completed in a timely manner.
	Definition		 Employee data timeliness is the time taken to update employee data on the system, post receiving notification from LS&Co.

Updates are made to the HR system within 24 hours (subject to baselining) of receiving the transactions.

	Method
	Data Capture		Supplier will track and report on the time and date transactions are received when they are updated in the HR system. The Base))) system will track this based on case opening and closing in the CRM system.
	Measurement Interval		Daily
	Method of Calculation		 For each Measurement Interval:
 Data Timeliness
= (( # of transactions completed within 24 hours of receipt) / (# of transactions)) * 100
 Note: Elapsed time excludes weekend hours.

	Service Metric

  

			
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	Employee Data Management KPI02: Employee Data Timeliness
	Values		Metrics.
	Performance Target		Performance Target is achieved when 99% (subject to baselining) of transactions are completed within 24 hours, and all transactions within 72 hours for a volume threshold to be determined during transition.
	Metric Type		The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

  

	3.8	Employee Data Management: Employee File Retrieval Timeliness 

  

			
	Employee Data Management KPI03: Employee File Retrieval Timeliness
	Objective		Retrieve records in a timely manner.
	Definition		Measured by dividing the number of records requests retrieved within 3 business days by the total number of record requests retrieved.
	Method
	Data Capture		Supplier will track and report on the time and date transactions are received when they are updated in the HR system
		
	Measurement Interval		Daily
	Method of Calculation		 For each Measurement Interval:
 File retrieval
time = [( # of requests completed within 3 business days of receipt) / (# of requests)] * 100
 Note: Elapsed time excludes weekend days.

	Service Metric
	Values		Metrics
	Performance Target		Performance Target is achieved when 99% (subject to baselining) of archived employee data that Supplier is responsible for managing is pulled within three (3) business days of request from Supplier.
	Metric Type		The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

  

	3.9	Benefit Administration – Transaction Accuracy 

  

			
	Benefits KPI01: Benefit Administration – Transaction Accuracy
	Objective		Measure accuracy of enrolments entered into the system by the benefits administration team. Accuracy includes all aspects of the transaction including calculations and employee communications.
	Definition		A transaction is defined as an entry of data specific to an employee’s benefits data into the system.

  

			
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	Benefits KPI01: Benefit Administration – Transaction Accuracy
			 Accuracy includes entries of benefit elections (not completed through self-service), entries of contribution amounts (not completed through
self-service), movement of overage dependents into the correct plans, and movements of retirees / retiree dependents (over 65/under 65) into the correct plans.

The percentage of member transactions during a Measurement Interval (random sample assessed by Supplier’s internal audit team) that are completed
accurately.

	Method
	Data Capture		To be determined during the requirements phase.
	Measurement Interval		Monthly
	Method of Calculation		 Benefits transaction accuracy % = (total number of benefits transactions in the random sample - number of inaccurate benefits transactions in
the random sample) / total number of benefits transactions in the random sample X 100
 Inaccurate non-pension benefit requests will be measured through a
detailed audit (including processing, descriptions, and end to end experience) conducted by Supplier’s internal audit team on a random sample of benefits transactions.

	Service Metric
	Performance Target		Performance Target is achieved when 99% (subject to baselining) of benefits transactions for LSA are processed accurately, and 99% of benefits transactions for LSE and AMA are processed accurately, subject to baselining.
	Increased Impact		97% subject to baselining
	Metric Type		The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

  

	3.10	Benefit Administration – Transaction Timeliness 

  

			
	Benefits KPI02: Benefit Administration – Transaction Timeliness
	Objective		To ensure that benefits transactions in the defined scope of work are completed in a timely manner.
	Definition		The percentage of member transactions during a Measurement Interval (random sample assessed by Supplier’s reporting team) that are completed within 72 hours of request.
	Method
	Data Capture		To be determined during the requirements phase.
	Measurement Interval		Monthly
	Method of Calculation		 Transaction timeliness = (total number of benefits transactions processed in 72 hours) / (total number of Benefits transactions closed during
Measurement Interval) expressed as a percentage.
 Supplier to calculate the average number of business days from
the

  

			
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	Benefits KPI02: Benefit Administration – Transaction Timeliness
			 time a data update request is received to the time the data update is entered into the system, minus any pending time (defined as any time
that the ticket is open in Base))) while waiting for input or data from LS&Co. users).
 The data updates included in the calculation are those that were
closed during the Measurement Interval.

	Service Metric
	Performance Target		Performance Target is achieved when 99% (subject to baselining) of benefits transactions are processed within 72 hours for LSA, and when 99% of benefits transactions are processed within 72 hours for LSE and AMA, subject to
baselining.
	Metric Type		The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

  

	3.11	Benefit Administration – Materials Fulfillment Timeliness 

  

			
	Benefits KPI03: Benefits Administration – Materials Fulfillment Timeliness
	Objective		To ensure that benefit related materials distributed by the Supplier are submitted to distribution channels in accordance with timeframes as agreed.
	Definition		 Percentage of benefit-related materials that are submitted to the distribution channel within agreed to timeframes.

Benefits related materials are defined as newly eligible packets and/or retirement packets.

	Method
	Data Capture		 Supplier will use automated reporting from the TBA system to track the timeliness of fulfilment procedures.

Data will also be tracked separately for ERISA-type requirements, and equivalent in other countries as required

	Measurement Interval		Monthly
	Method of Calculation		 For each Measurement Interval:
 [Number of
materials submitted to distribution channels within agreed upon timeframe] divided by the [Total number of materials submitted to distribution channels] expressed as a percentage.

Supplier to calculate the average number of business days from the time the event is identified to the time the service request is created for the fulfillment
team or communicated electronically.

	Service Metric
	Performance Target		Performance target is achieved when 99.9% (subject to baselining) of materials are distributed within agreed upon timeframes for LSA, and 99.9% of materials are distributed within agreed upon timeframes for LSE and AMA, subject to
baselining

  

			
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	Benefits KPI03: Benefits Administration – Materials Fulfillment Timeliness
	Metric Type		The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

  

	3.12	Benefit Administration – Materials Fulfillment Accuracy 

  

			
	Benefits KPI04: Benefits Administration – Materials Fulfillment Accuracy
	Objective		To ensure that benefits related materials distributed by the Supplier are processed accurately.
	Definition		 Percentage of sampled benefit-related materials that are processed accurately. Benefits-related materials are defined as newly eligible
packets and/or retirement packets.
 Accurately includes distributing the correct packet based on the correct event (e.g., newly eligible employees should
receive the most current version of the newly eligible employee packet)

	Method
	Data Capture		Supplier will use random sampling to track the accuracy of fulfilment procedures.
		
	Measurement Interval		Monthly
	Method of Calculation		 For each Measurement Interval:
 [The number of
audited transactions that pass (i.e. accurate transactions)] divided by [The total number of transactions audited] expressed as a percentage.

	Service Metric
	Performance Target		Performance Target is achieved when 99.9% (subject to baselining) of sampled materials are error free for LSA, and when 99.9% of sampled materials are error free for LSE and AMA, subject to baselining
	Metric Type		The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

  

	3.13	Recruitment – Recruiting Timeliness 

  

			
	Recruitment KPI01: Recruiting Timeliness
	Objective		To ensure LS&Co. recruiting administration activities ( interview scheduling, background check, OB) are done in a timely manner
	Definition		Number of recruiting transactions processed within the agreed period of time divided by the number of recruiting transactions received during the period. Timeliness measurement will exclude the time when the request is pending
due to dependencies outside from Supplier for incomplete instructions or documents
	Method

  

			
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	Recruitment KPI01: Recruiting Timeliness
	Data Capture		Supplier will track and report on the recruiting transactions which are received when they are updated in the HR system.
		
	Measurement Interval		Monthly
	Method of Calculation		 For each Measurement Interval:
 Recruiting
timeliness = [(# of recruiting transactions received and processed within agreed period of time) / (# of recruiting transactions received during the period)] * 100

	Service Metric
	Performance Target		Performance Target is achieved when 99% (subject to baselining) of transactions are completed within 24 hours and all transactions within 72 hours for a volume threshold to be determined during transition.
	Metric Type		The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

  

	3.14	Recruitment – Employee Data Accuracy 

  

			
	Recruitment KPI02: Employee Data Accuracy
	Objective		To ensure that the data of an new employee is completed accurately in the system
	Definition		The percentage of recruiting transactions during a Measurement Interval (10% random sample of total global volume assessed by Supplier’s reporting team (all regions to be covered)) that are completed accurately.
	Method
	Data Capture		Report (10% sample as noted above) to be created from the HR System based on a random sample of transactions performed by Supplier personnel.
	Measurement Interval		Monthly
	Method of Calculation		For each Measurement Interval: based on 10% sample, (Number of recruiting transactions processed correctly during the period) / (Total number of recruiting transactions received and processed during the period)
	Service Metric
	Values		Metrics
	Performance Target		Performance Target is achieved when 99% (subject to baselining) of transactions are processed accurately for LSA, and 99% (subject to baselining) transactions are processed accurately for LSE and AMA, subject to
baselining.
	Metric Type		The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

  

			
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	3.15	Compensation Admin – Employee Data Accuracy 

  

			
	Compensation Admin KPI01: Compensation Admin timeliness
	Objective		To ensure that compensation data requests are performed on time as agreed according to the schedule
	Definition		Compensation data provided to third parties for survey as per the agreed timelines between third party and LS&Co.
	Method
	Data Capture		Captured using Supplier’s case management tool.
	Measurement Interval		Yearly
	Method of Calculation		Number of requests processed and provided to third party on time / total number of requests received
	Service Metric
	Performance Target		99% (subject to baselining)
	Metric Type		The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

  

	3.16	Performance Management – Performance Management Timeliness 

  

			
	Performance Management KPI01: Performance Management timeliness
	Objective		To ensure that performance management activities are performed on time as agreed according to the schedule.
	Definition		Percent of performance management support closed prior to 2 days of actual performance cycle closure.
	Method
	Data Capture		To be captured using Workday.
	Measurement Interval		Yearly
	Method of Calculation		Number of requests processed on time / total number of requests received as a percentage
	Service Metric
	Performance Target		99% subject to baselining
	Metric Type		The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

  

	3.17	Offboarding – Offboarding Accuracy 

  

			
	Offboarding KPI01: Offboarding Accuracy
	Objective		To ensure that updates to termination data of an employee are completed accurately.
	Definition		Number of termination transactions processed accurately divided by the number of termination transactions processed during the period.

  

			
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	Offboarding KPI01: Offboarding Accuracy
	Method
	Data Capture		Report (10% sample of global transactions, covering all regions) to be created from the HR system based on a random sample of transactions performed by Supplier personnel.
	Measurement Interval		Daily
	Method of Calculation		For each Measurement Interval: based on 10% sample (Number of termination transactions processed correctly during the period) / (Total number of termination transactions received and processed during the period)
	Service Metric
	Performance Target		99% subject to baselining
	Metric Type		The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

  

	3.18	Offboarding – Offboarding Timeliness 

  

			
	Offboarding KPI02: Offboarding Timeliness
	Objective		To ensure LS&Co. employees are terminated timely based on the requests received.
	Definition		 Number of termination transactions processed within the agreed period of time divided by the number of termination transactions received
during the period. Timelines measurement will exclude the time when the request is pending due to dependencies outside from Supplier for incomplete instructions or documents.
  

This includes but is not limited to:
  

•    Preparation of severance kits: 2 business days, subject to demands of initiative, and as
mutually agreed
  

•    Special initiatives: includes 10-20 employees, 20-50, and 50 - 1,000

					
			10 – 20 employees		 Severance spreadsheet – 2 business days

Preparation of severance kit – 2 business days

			21 – 50 impacted employees		 Severance spreadsheet – 3 business days

Preparation of severance kit – 5 business days

			51 – 1000 impacted employees		 Severance spreadsheet – 4 business days

Preparation of severance kit – 10 business days

			
	Method
	Data Capture		Supplier will track and report on the termination transactions which are received when they are updated in the HR system.

  

			
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	Offboarding KPI02: Offboarding Timeliness
	Measurement Interval		Monthly
	Method of Calculation		 For each Measurement Interval:
 (Number of
termination transactions received and processed within agreed period of time) / (Total number of termination transactions received during the period)

	Service Metric
	Performance Target		99.9% subject to baselining
	Metric Type		The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

  

	3.19	Offboarding – Severance Package Accuracy 

  

			
	Offboarding KPI03: Severance Package Accuracy
	Objective		To ensure that all severance-related materials distributed by Supplier are processed accurately.
	Definition		Severance package accuracy is the percentage of sampled severance materials that are processed accurately. Severance material includes all severance packet documents for which Supplier is responsible.
	Method
	Data Capture		Supplier will use random sampling to track the accuracy of fulfilment procedures.
		
	Measurement Interval		Quarterly
	Method of Calculation		 For each Measurement Interval:
 [The number of
audited transactions that pass] divided by [The total number of transactions audited] expressed as a percentage.
  

Calculation will look at the personalized employee data to determine if the personalized data is accurate.

	Service Metric
	Performance Target		Service Level is achieved when 99% (subject to baselining) of sampled materials are error free.
		
	Metric Type		The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

  

	3.20	Service Desk – Average Speed to Answer 

  

			
	Service Desk KPI01: Average Speed to Answer
	Objective		To ensure that calls to the service desk are answered promptly.
	Definition		The length of time that an LS&Co. employee/family member or retiree/family member waits to speak with a service desk agent.

  

			
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	Service Desk KPI01: Average Speed to Answer
	Method
	Data Capture		Through Supplier’s tracking system.
	Measurement Interval		Daily
	Method of Calculation		 For each Measurement Interval:
 ASA = [(sum of
speed to answer for all calls) / (# of calls)] *100

	Service Metric
	Values		Metrics
	Performance Target		Performance Target is achieved when the average speed to answer does not exceed 45 seconds (not counting IVR steps), subject to baselining
	Metric Type		The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

  

	3.21	Service Desk – First Call Resolution 

  

			
	Service Desk KPI02: First Call Resolution
	Objective		To measure the number of calls that are resolved on the first call, per the escalation policy, to the Supplier’s Service Desk.
	Definition		 “First Call Resolution” means that a problem is resolved during the first time an LS&Co. employee/family or retiree/family is
on the phone with the service desk related to that problem.
 A problem is considered “resolved” if:

 
 - Service desk has resolved the problem to the LS&Co. employee’s/family or
retiree’s/family satisfaction and the request is closed
  
 Ticket types in scope for
this calculation:
  

•    Bereavement
  

•    Demographic changes

 
 •    E-learning general
question
  

•    Employee issues (to be expanded on during transition)

 
 •    Employment
verification
  

•    General Information

 
 •    Holidays

 
 •    HR portal
questions
  

•    Policy information

 
 •    Other benefit
programs
  

•    Workday use query

 
 •    Policy inquiry

 
 •    Recruiting system
password reset
  

•    Red Tab Foundation

 
 •    Severance
inquiries
  

•    Talent acquisition requisition questions

 
 •    Transfer call to
Fidelity
  

  

			
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	Service Desk KPI02: First Call Resolution
			 •    Transfer call to Learning

 
 •    Transfer call to
other third party
  

•    Transfer call to Payroll

 
 •    Vacation &
leaves inquiries
  

•    Workplace safety

	Method
	Data Capture		Supplier will track and report First Call Resolution statistics via its service ticket system.
	Measurement Interval		Monthly.
	Method of Calculation		 For each Measurement Interval:
 First Call
Resolution = [(# of calls “resolved”) / (# of calls)]*100

	Service Metric
	Values		Metrics.
	Performance Target		90.0% (subject to baselining) of all first calls are resolved while employee/family or retiree/family is on the initial phone call.
	Metric Type		The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

  

	3.22	Service Desk – Customer Satisfaction 

  

			
	Service Desk KPI03: Customer Satisfaction
	Objective		To ensure that Supplier is meeting customer (end-user) expectations.
	Definition		Percentage of surveyed employees/participants indicating “overall satisfaction”, using a 5 point scale, where 5 represents completely satisfied and 1 represents completely dissatisfied and “overall satisfaction”
is defined as top 2 responses. Calculated as number of respondents indicating “overall satisfaction”, divided by total number of respondents. LS&Co. and Supplier to mutually agree on CSAT survey questionnaire.
	Method
	Data Capture		LS&Co. and Supplier will develop a mutually acceptable survey and will agree on sample size.
	Measurement Interval		Monthly
	Method of Calculation		 The average score of all survey responses to a specific question (the “Overall Satisfaction” question) from the internal and
external hire surveys. All responses will be totalled to calculate an overall average.
 [Average score from all responses to specific
question]

	Service Metric
	Performance Target		Performance Target is achieved when average response indicates an overall satisfaction score of 3.5 or greater on a 5-point scale, 

  

			
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	Service Desk KPI03: Customer Satisfaction
			subject to baselining.
	Metric Type		The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

  

	3.23	Service Desk – Inquiry Acknowledgement 

  

			
	Service Desk KPI04: Inquiry Acknowledgement
	Objective		To ensure that email queries are acknowledged in a reasonable time frame.
	Definition		Measured by the number of inquiries received by email that are acknowledged within 1 business day (24 hours) divided by the total number of emails received.
	Method
	Data Capture		Data captured using Supplier’s system.
		
	Measurement Interval		Daily
	Method of Calculation		 For each Measurement Interval:
 Acknowledgement
percent = [# of inquiries acknowledged within 1 business day) / (total # of inquiries)] * 100

	Service Metric
	Values		Metrics.
	Performance Target		100% (subject to baselining) of user emails are acknowledged within 1 business day.
	Metric Type		The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

  

	3.24	Service Desk – Resolution of Escalated Cases 

  

			
	Service Desk KPI05: Resolution of Escalated Cases
	Objective		To ensure that cases escalated to Tier II (Supplier Transaction Processing Team) are resolved in a reasonable time frame.
	Definition		Measured by the number of cases escalated to Tier II or resolved within two business days divided by the number of cases escalated to Tier II.
	Method
	Data Capture		Data captured using Supplier’s system
		
	Measurement Interval		Daily
	Method of Calculation		 For each Measurement Interval:
 Escalated case
resolution percentage = [# of escalated cases resolved within 2 business day) / (# of escalated cases)] * 100

  

			
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	Service Desk KPI05: Resolution of Escalated Cases
	Service Metric
	Values		Metrics.
	Performance Target		 95.0% (subject to baselining) of cases escalated to Tier II resolved within 2 Business Days.

 
 In Scope:
  

Incidents escalated to Tier II – Benefits
 Incidents
escalated to Tier II – ER
 Incidents escalated to Tier II – LOA

Incidents escalated to Tier II – Recruiting/Fulfillment

	Metric Type		The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

  

	3.25	Service Desk – Escalated Cases to LS&Co. 

  

			
	Service Desk KPI06: Escalated Cases to LS&Co.
	Objective		To ensure the number of escalated cases to Tier III (LS&Co.) are genuine escalations.
	Definition		Number of cases accurately routed to Tier III as per the process guidelines.
	Method
	Data Capture		Data captured using Supplier’s system.
		
	Measurement Interval		Monthly
	Method of Calculation		For each Measurement Interval: (Total number of cases escalated to Tier III– number of cases escalated inaccurately to Tier III ) / total number of escalated cases to Tier III *100
	
	Service Metric
	Values		Metrics
	Performance Target		99% subject to baselining
	Metric Type		The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

  

	3.26	Service Desk – Service Desk Availability 

  

			
	Service Desk KPI07: Service Desk Availability
	Objective		To ensure that Supplier call center is available to LS&Co. employees.
	Definition		Measured as the minutes system is available during the agreed helpdesk shift window per region less scheduled maintenance

  

			
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	Service Desk KPI07: Service Desk Availability
			 divided by the total available minutes less scheduled maintenance

Outages and downtime stemming from local Supplier telephony outside of Supplier’s responsibility to be excluded from this calculation.

	Method
	Data Capture		ACD reports and/or telephone system reports indicating network and system is available to process calls.
		
	Measurement Interval		Monthly
	Method of Calculation		 For each Measurement Interval:
 Service desk
availability = [(# of minutes the service desk is available) / (# of total minutes during agreed helpdesk shift window)] * 100

	Service Metric
	Values		Metrics.
	Performance Target		Call Center is available 99.9% (subject to baselining) of the time to receive calls.
	Metric Type		The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

  

	3.27	Service Desk – Call Abandonment Rate 

  

			
	Service Desk KPI08: Call Abandonment Rate
	Objective		To ensure that Supplier answers end-user calls to its customer service desk prior to the user hanging up.
	Definition		The call abandonment rate is the proportion of calls that come into Supplier’s customer service desk for which LS&Co. end-users either hang up or are disconnected before Supplier answers the telephone.
	Method
	Data Capture		The statistics for measuring call abandonment rates are captured via a Supplier-provided ACD (Automatic Call Distribution) system. Supplier will utilize statistics generated by the ACD to produce reporting that allows for the
monitoring and tracking of Supplier’s compliance with this Service Level.
	Measurement Interval		Daily
	Method of Calculation		 For each Measurement Interval:
 Call abandonment
= [(# of calls abandoned) / (total # of calls)] * 100

	Service Metric
	Values		Metrics.
	Performance Target		The average call abandonment rate does not exceed 5% (subject to baselining) of total calls received during the Measurement

  

			
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	Service Desk KPI08: Call Abandonment Rate
			Interval.
	Metric Type		The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

  

	3.28	HRIS – Interface Reliability 

  

			
	HRIS KPI01: Interface Reliability
	Objective		To ensure that service requests for new interfaces or changes to existing interfaces are implemented into production successfully.
	Definition		Success of building interfaces (new or a change) having no defects during the user acceptance testing (UAT) phase.
	Method
	Data Capture		Reports created from Supplier UAT log.
	Measurement Interval		Monthly
	Method of Calculation		 For each Measurement Interval:
 Modification
success rate = 1-[(# of changes installed requiring fixes) / (total number of changes applied)] * 100.

	Service Matrix
	Values		Metrics
	Performance Target		95% (subject to baselining) of modification introduced will be cleared during the UAT phase prior to releasing to production environment.
	Metric Type		The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

  

	3.29	HRIS – Incident Management and Resolution 

  

			
	HRIS KPI02: Incident Management and Resolution
	Objective		To ensure that service restoration for incidents that are caused by Supplier supported systems or interfaces (the “Systems”) are completed in a timely and orderly manner to minimize the impact to LS&Co.’s business
operations.
	Definition		 Supplier will respond and manage all incidents that are escalated to them for the Systems that they are responsible for based on the
following severity levels and Incident response time schedule:
  

•    Severity 1 (Urgent) – System down, business outage, or immediate work stoppage that
threatens current and future business operations of LS&Co.
  

•    Severity 2 (High) – High-impact problem where production is proceeding, but in a
significantly impaired fashion; an Incident with a time-sensitive issue important to long-term productivity that is not causing immediate work stoppage.
  

•    Severity 3 (Medium) – Important issue that does not
have

  

			
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	HRIS KPI02: Incident Management and Resolution
			 significant current productivity impact. In addition severity 3 includes specific outage scenarios as identified and
agreed to by LS&Co.
  

•    Severity 4 (Low) – Minor inconvenience requiring ultimate, but not immediate,
restoration. In addition severity 4 includes specific outage scenarios as identified and agreed to by LS&Co.

	Method
	Data Capture		 Incident tracking will be recorded and reported by Supplier. Any service ticket that does not reflect a record of acknowledgement to track
against will be considered a failure. To remove any doubt, this means if a service ticket is opened and no updates are provided within the ticket as to its status until closure is performed, even if closure is performed within a reasonable
timeframe, it will be considered an acknowledgement failure. Example: A Severity 2 (High) ticket is opened at 2:30 p.m. and closed at 4:30 p.m.; no updates are provided for the ticket until the 4:30 p.m. close time.

 
 Although it has been closed in a timely manner, it is considered an acknowledgement
failure because it was not updated in a way that allows the service metric of a 60-minute acknowledgement time to be measured.
  

Acknowledgement means that Supplier performs necessary communications and updates to the Service Ticket to ensure LS&Co. is aware of the time work on the
Incident was started as well as action taken.
  
 Severity 1 and 2 incidents are to be
worked on 24x7 until workaround or service restoration is achieved. Severity 3 and 4 incidents are to be worked on a business-hours basis until workaround or service restoration is achieved.

	Measurement Interval		Per incident.
	Method of Calculation		 (1) Number of incidents at each severity level acknowledged within the timeframes specified in the Metrics section below divided by number of
Incidents at each correlating severity level.
 (2) Number of incidents at each severity level resolved or with a workaround in place within the timeframes
specified in the service metric section below divided by number of Incidents at each correlating severity level.

	
	Service Metric
	Values		Metrics
	Performance Target		 98% (subject to baselining) or more of:

  

			
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	HRIS KPI02: Incident Management and Resolution
		  	 •       Severity 1 (Urgent) Incidents are acknowledged
within two (2 ) hours and are either resolved or have a workaround implemented within one business day following acknowledgement; (an exception here will be in case that Severity 1 is on account of the Workday application unavailability itself or a
Workday product defect) and 
  

•       Severity 2 (High) Incidents are acknowledged within one (2) hour and
are either resolved or have a workaround implemented within one business day following acknowledgement; and
  

•       Severity 3 (Medium) Incidents are acknowledged within 24 hours of
ticket opening, during 8:00 AM to 5:00 PM local business hours, and are either resolved or have a work around implemented within 2 business days following acknowledgement; and
  

•       Severity 4 (Low) Incidents are acknowledged within 24 hours of ticket
opening, during 8:00 AM to 5:00 PM local business hours, and are either resolved or have a work around implemented within 5 business days following acknowledgement.
  

100% of all incidents are either resolved or have a workaround implemented within 10 business days

	Metric Type	  	The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

  

	3.30	HRIS – Problem Management Root Cause Analysis 

  

									
	HRIS SLA01: Problem Management Root Cause Analysis
	 Service Level Measure
	  	 Target Time
	  	Performance
Goal
(Aspirational
Target)	  	 Performance

Target
	  	 Measurement

Interval

	Priority 1	  	3 Calendar days	  	100%	  	99% (To be Baselined)	  	Monthly
	Priority 2	  	5 Calendar days	  	100%	  	97% (To be Baselined)	  	Monthly
	Priority 3	  	15 Calendar days	  	100%	  	95%	  	Monthly
	Data Capture	  	ITSM Tool (Service Now)
	Method of Calculation	  	(Total number of Priority N (N=1,2,3 or 4) problems resolved within Target time within the measurement interval /

  

			
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	HRIS SLA01: Problem Management Root Cause Analysis
	 Service Level Measure
	  	 Target Time
	  	 Performance

Goal
 (Aspirational

Target)
	  	 Performance

Target
	  	 Measurement

Interval

		  	 Total number of Priority N (N=1,2,3 or 4) Problems resolved within the measurement interval) * 100%

 
 Note: Resolution Time = Problem Resolved time - Problem Assigned time A problem is
considered to be resolved once RCA is submitted
  

	Exclusions	  	 •       Anything with regard to enhancements or
pending for Change to be implemented
  

•       Time taken by Customer or Third-Party Vendors in resolving an Incident
before it is assigned to the Supplier would be excluded from Supplier’s resolution goal target

		
	Low Volume Clause	  	 •       Low Volume Service Levels: In respect of any Service Level that has low
volumes of data points in any given Measurement Interval (i.e., Service Levels where the number of measured data points occurring in a given Measurement Interval is so low that a single failure would result in an Service Level Failure), supplier
shall have the right to eliminate one (1) data point from the calculation of compliance with each such Service Level, as applicable.

 This will be reported along with Global Apps Service Levels 

 

	3.31	HRIS – Change Management Enhancement 

  

											
	HRIS SLA02: Change Management Enhancement
	 Service Level Measure
	  	 Target

Time
	  	Performance
Goal
(Aspirational
Target)	  	Performance
Target	  	 Measurement

Interval
	  	 Calculation Method

	Applications promoted to production error free	  	(Not Applicable)	  	100%	  	97%	  	Monthly	  	(Total number of Resolved Enhancement CRs without any post production defects within the measurement interval / Total number of Enhancement CRs resolved within the measurement interval) * 100%
	Enhancements delivered on 	  	Not Applicable	  	100%	  	95%	  	Monthly	  	(Total number of Resolved Enhancement CRs where Actual 

  

			
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	HRIS SLA02: Change Management Enhancement
	 Service Level Measure
	  	 Target

Time
	  	Performance
Goal
(Aspirational
Target)	  	Performance
Target	  	 Measurement

Interval
	  	 Calculation Method

	schedule	  		  		  		  		  	Implementation date <= Planned Implementation date within Target time within the measurement interval / Total number of Enhancement CRs resolved within the measurement interval) * 100%
	Turnaround enhancements estimates (effort)	  	5 Calendar days	  	100%	  	95%	  	Monthly	  	 (Total number of Enhancements requests responded within the target time/ Total number of Enhancements requests received within the
measurement interval) * 100%
 NOTE: Provided the target time falls within the measurement interval

	Data Capture	  	ITSM Tool (Service Now)
	Exclusions	  	 •       Time taken by Customer or Third-Party Vendors in resolving an Incident
before it is assigned to the Supplier would be excluded from Supplier’s resolution goal target

	Low Volume Clause	  	 •       Low Volume Service Levels: In respect of any Service Level that has low
volumes of data points in any given Measurement Interval (i.e., Service Levels where the number of measured data points occurring in a given Measurement Interval is so low that a single failure would result in an Service Level Failure), supplier
shall have the right to eliminate one (1) data point from the calculation of compliance with each such Service Levels, as applicable.

 This will be reported along with Global Apps Service Levels 

 

	3.32	HRIS – HR Portal Availability 

  

			
	HRIS KPI03: HR Portal Availability
	Objective	  	To ensure that LS&Co. employees have access to the HR portal on an as-needed basis.

  

			
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	HRIS KPI03: HR Portal Availability
	Definition		The percentage time the HR portal is accessible by LS&Co. employees.
	Method
	Data Capture		Reports indicating employee has access to the portal and the system is able to process employee requests.
		
	Measurement Interval		Monthly
	Method of Calculation		 For each Measurement Interval:
 Availability =
[(# of minutes HR portal not available) / (total # of minutes in measurement interval)] * 100
 Note: Total minutes available in a Measurement Interval
excluding scheduled downtime.

	Service Metric
	Values		Metrics
	Performance Target		Availability is equal to or greater than 99%. (subject to baselining)
	Metric Type		The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

  

	3.33	HRIS – HR Portal Speed 

  

			
	HRIS KPI04: HR Portal Speed
	Objective		To ensure that LS&Co. employees can access the HR portal in a reasonable amount of time.
	Definition		The time it takes for LS&Co. employees to access the HR portal.
	Method
	Data Capture		Reports indicating speed of HR portal.
		
	Measurement Interval		Monthly
	Method of Calculation		 For each Measurement Interval:
 TBD pending
determination of metric and mechanism to track the metric.

	Service Metric
	Values		Metrics
	Performance Target		TBD
	Metric Type		The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

  

	3.34	HRIS – HR Portal Speed to Update 

  

			
	HRIS KPI05: HR Portal Speed to Update
	Objective		To ensure that the Supplier updates the HR portal in a timely

  

			
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	HRIS KPI05: HR Portal Speed to Update
			manner.
	Definition		Measured as the percentage of updates provided by LS&Co. completed within 24 hours and 72 hours.
	Method
	Data Capture		Report prepared by Supplier from their request tracking system showing request date and completion date compared to agreed turnaround times as identified in the service metric sections below.
		
	Measurement Interval		Monthly
	Method of Calculation		 For each Measurement Interval:
 Speed to update
1 = [(# of updates completed within 24 hours of request) / (# of updates requested)] *100
 Speed to update 2 = [(# of updates completed within 72 hours of
request) / (# of updates requested)] *100

	Service Metric
	Values		Metrics
	Performance Target		Performance Target is achieved when 99.0% of updates are on the portal within 24 hours (subject to baselining) of request and 100% of updates within 72 hours (subject to baselining)
	Metric Type		The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

  

	3.35	HRIS – Reporting Accuracy and Timing 

  

			
	HRIS KPI06: Reporting Accuracy and Timing
	Objective		To measure the accuracy and timeliness of performance reporting by Supplier.
	Definition		 The percentage of performance reports that are generated and delivered error-free and on time within the scheduled reporting timeframe.

Service Level applies to all measured services that are reported as part of standard monthly or quarterly reports.

	Method
	Data Capture		Status report prepared by Supplier showing the agreed to performance that are delivered to LS&Co. accurately and on time.
	Measurement Interval		Monthly
	Method of Calculation		 For each Measurement Interval:
 Performance
report quality = [(# of accurate and on time reports) / (# of performance reports)] * 100

	Service Metric
	Values		Metrics

  

			
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	HRIS KPI06: Reporting Accuracy and Timing
	Performance Target		Performance Target is achieved when Supplier delivers standard performance reports that are 99% (subject to baselining) error-free within 5 business days of expected receipt as defined elsewhere in the agreement.
	Increased Impact		Increased impact is when reports are less than 95% error free, or are not delivered to LS&Co. within 10 business days of expected receipt.
	Metric Type		The following Service Level is promotable to a Critical Service Level at the election of LS&Co.

  

			
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MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 3 

SERVICE LEVEL MANAGEMENT 

ATTACHMENT 3.2 

SERVICE LEVEL DEFINITIONS – FINANCE SERVICES 

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 TABLE OF CONTENTS 

 

									
	 1.
		 Introduction.
		 	1	  
				
			 1.1
		 General
		 	1	  
			 1.2
		 References
		 	1	  
			 1.3
		 Definitions
		 	1	  
			 1.4
		 Completion of Service Level Definitions
		 	1	  
			
	 2.
		 Critical Service Levels.
		 	1	  
				
			 2.1
		 Accounts Payable
		 	1	  
			 2.2
		 Travel & Expense (T&E)
		 	6	  
			 2.3
		 Payroll
		 	8	  
			 2.4
		 Accounts Receivable
		 	11	  
			 2.5
		 General Accounting
		 	16	  
			 2.6
		 Inventory Accounting
		 	20	  
			 2.7
		 Treasury Transactions
		 	21	  
			 2.8
		 Internal Reporting
		 	23	  
			 2.9
		 Indirect Procurement
		 	24	  
			 2.10
		 Technology and Master Data Management
		 	27	  

  

			
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	1.	INTRODUCTION. 

  

	1.1	General. This Attachment describes each Service Level. For each Service Level this Attachment details the applicable Performance Target, the method for measuring the Service Level and the formula for calculating
achievement of the Performance Target. For each Critical Service Level, the Weighting Factor applicable at the Effective Date shall be as set forth in this Attachment. 

 

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

  

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

  

	1.4	Completion of Service Level Definitions. The Service Levels included in this Attachment at the Effective Date reflect the Parties’ best efforts to define the applicable Service Levels for the Service (and
applicable Performance Targets and Service Level Credits). After the Effective Date, the Parties shall work in good faith with each other to finalize the list of Service Levels (and the associated Performance Targets and Service Level Credits) that
will be applicable to Supplier’s performance of the Services after the applicable Commencement Date. Despite the foregoing, the Parties agree that this Attachment shall not be amended without the mutual written agreement of both Parties.

  

	2.	CRITICAL SERVICE LEVELS. 

  

	2.1	Accounts Payable 

  

			
	Accounts Payable SL01: Accounts Payable – Non-Urgent Invoice Processing-Timeliness
	Objective		Turn-around of time of non-urgent invoices
	Definition		 % of total non-urgent invoices processed within the agreed timeframe

 
 Definition of Processed and Timeframe:

 
 An invoice is considered “processed” if it is approved, pended, declined, or
routed.
  
 All invoices must be processed within two business days from the receipt of
invoice, based on a FIFO (First in-First-out) prioritization.

  

			
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	Accounts Payable SL01: Accounts Payable – Non-Urgent Invoice Processing-Timeliness
		
			On the last business day of the month, Supplier must process all invoices received by 8:00 PM local country time on the same day. Supplier must also ensure all “past due” invoices (i.e., current date exceeds invoice date
plus payment term window) received by 8:00 PM local country time on the last business day of the month are processed on the same day.
	Method
	Data Capture		Underlying LS&Co. Technology Framework/ Base))) Suite
	Measurement Interval		Daily (reported weekly)
	Method of Calculation		(Total non-urgent invoices processed within the agreed timeframe / Total non-urgent invoices processed during the measurement interval)*100
	Performance Target
	Performance Target		Performance Target is achieved when 99% of non-urgent invoices are turned around within the agreed timeframe and in accordance LS&Co. stipulations.
		
	Metric Type		Critical Service Level
	
	Accounts Payable SL02: Accounts Payable – Invoice Processing- Accuracy
	Objective		Accuracy of all invoice processing
	Definition		 % of total invoices posted accurately
  

Definition of Posted and Accuracy:
  

An invoice is considered “posted” if it is has been posted in SAP.
  

An invoice is considered “accurate” if it is complete and error-free.

Criteria regarding what makes an invoice error free can be discussed during Transition Analysis/Knowledge Acquisition but will not result in an
all-encompassing checklist that would make an invoice error free.

	Method
	Data Capture		Underlying LS&Co. Technology Framework/ Base))) Suite
	Measurement Interval		Daily (reported weekly)

  

			
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	Accounts Payable SL01: Accounts Payable – Non-Urgent Invoice Processing-Timeliness
	Method of Calculation		(Total invoices posted accurately (i.e. vendor name, vendor #, amount, PO, GL Code, invoice date, invoice number etc) / Total invoices posted during the measurement interval)*100
	Performance Target
	Performance Target		Performance Target is achieved when 99% of invoices are turned around accurately.
		
	Metric Type		Critical Service Level
	
	Accounts Payable SL03: Accounts Payable – Urgent Invoices-Timeliness
	Objective		Turn-around of time of Urgent Invoices (TBD definition of Urgent invoices)
	Definition		 % of total Urgent Invoices posted within agreed timeframe
  

Definition of Posted and Timeframe:
  

An urgent invoice is considered “posted” if it is entered into SAP.
  

Urgent invoices must be posted and ready to pay on the next payment run (as per regional banking schedule).The schedule will be further discussed during
TA/KA.

	Method
	Data Capture		Underlying LS&Co. Technology Framework/ Base))) Suite
	Measurement Interval		Daily (reported weekly)
	Method of Calculation		(Total invoices posted within the agreed timeframe / Total invoices posted during the measurement interval)*100
	Performance Target
	Performance Target		Performance Target is achieved when 100% of invoices are turned around within the agreed timeframe
		
	Metric Type		Critical Service Level
	
	Accounts Payable SL04: Accounts Payable – Query Response and Resolution-Timeliness
	Objective		Timeliness of query response and resolution
	Definition		 1. % queries responded within the agreed timeframe

2. % queries resolved within the agreed timeframe

  

			
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	 Accounts Payable SL01: Accounts Payable – Non-Urgent Invoice Processing- Timeliness

			 Definition of Responded and Timeframe:

A query is considered “responded” if it is resolved, pended or routed as per the appropriate handoffs.

 
 All queries must be responded within a day. Queries include phone calls, voice mails, and
emails.
  
 Definition of Resolved and Timeframe:

A query is considered “resolved” if it is resolved, escalated per desktop procedures or closed. All queries must be resolved within two business
days.

	Method
	Data Capture		Underlying LS&Co. Technology Framework/ Base))) Suite
	Measurement Interval		Daily (reported weekly)
	Method of Calculation		 1. (Queries responded within agreed timeframe / Total queries handled)*100

 
 2. (Queries resolved within agreed timeframe / Total queries handled)*100

	Performance Target
	Performance Target		 1. Performance Target is achieved when 98% of queries are responded within the agreed timeframe

 
 2. Performance Target is achieved when 98% of queries are resolved within the
agreed timeframe

	Metric Type		Critical Service Level

  

			
	 Accounts Payable SLI01: Accounts Payable– Payments Processing- On Time Payments

	Objective		Measure the on-time payments to vendors
	Definition		 % of total vendor payments made within payment terms

Criteria to determine and factor in delayed payments attributable to delay in receipt of invoices at Supplier, delayed resolution by LS&Co/vendors to
release the invoice block/provide clarification/approve etc in calculating Supplier’s performance will be discussed during Transition

  

			
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	 Accounts Payable SLI01: Accounts Payable– Payments Processing- On Time Payments

			 Analysis/Knowledge Acquisition phase
  

Definition of Payment Terms:
 A list of Payment
Terms will be delivered during TA / KA

	Method
	Data Capture		Underlying LS&Co. Technology Framework/ Base))) Suite
	Measurement Interval		Daily (reported weekly)
		
	Method of Calculation		(Total invoices paid within the payment terms per SAP / Total invoices paid)*100
	
	Performance Target
	Performance Target		Expected Performance Target is achieved when 99% of total vendor payments made within payment terms
		
	Metric Type		Critical Service Level
	
	 Accounts Payable SL02: Accounts Payable– Invoice Processing- Average Cycle Time

	Objective		Invoice processing average cycle time
	Definition		Average cycle time of invoices processed and ready for payment in a measurement period
	Method
	Data Capture		Underlying LS&Co. Technology Framework/ Base))) Suite
	Measurement Interval		Weekly (reported monthly)
	Method of Calculation		Average of cycle time (invoice date to ready for payment date) of all the invoices processed in a measurement period (measured in hours)
	Performance Target
	Performance Target		 Performance Target: Performance Target is met when the average cycle time for invoices is 9 days or less.

 
 Supplier and LS&CO. to define criteria for determination of factors which need to be
duly considered for evaluating Supplier’s performance. For instance, delayed receipt of invoices for processing, delay in reverts from vendors/LS&CO. for exception resolution, etc during the Transition Analysis/Knowledge Acquisition
phases.
  
 [cycle time reported in hours should demonstrate continuous improvement for
critical service measures that would be set forth during TA/KA]

  

			
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	 Accounts Payable SLI01: Accounts Payable– Payments Processing- On Time Payments

		
	Metric Type		Critical Service Level

  

	2.2	Travel & Expense (T&E) 

  

			
	 SL01: Travel & Expense – Expense Statement Processing- Timeliness

	Objective		Timeliness of employee expense report processing
	Definition		 % expense reports processed within agreed timeframe
  

Definition of Processed and Timeframe:
 An expense
report is considered “processed” when it is received and has been put into an audit queue or cleared for payment.
  

Reports (less reports returned to LS&Co. due to LS&Co. errors and omissions that prohibit expense processing) submitted to the back office must be
processed by 3:00 PM local country time the next business day following FIFO prioritization.

	Method
	Data Capture		Underlying LS&Co. Technology Framework/ Base))) Suite
	Measurement Interval		Daily (Monthly)
	Method of Calculation		(# of employee expense reports requests processed within agreed timeframe / total # of employee expense reports processed in a measurement period)*100
	Performance Target
	Performance Target		 Performance Target is achieved when 99% of Expense reports are processed within the agreed timeframe as defined above.

 
 [Measurement to exclude cases where delayed payment is on account of dependencies on
employees/approvers and these will be further defined in TA / KA]

	Metric Type		Critical Service Level
	
	SL02: Travel & Expense –Expense Statement Processing- Accuracy
	Objective		Accuracy of employee expense report (EER) processing

  

			
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	Definition		 % of accurate payment to employees by processing the EERs
  

Definition of Processed and Accuracy:
 An expense
report is considered “processed” when it is received and has been put into an audit queue or cleared for payment.
  

An expense report is considered “accurate” if it is complete and error-free. Criteria regarding what makes an expense report error free can be
discussed during Transition Analysis/Knowledge Acquisition but will not result in an all-encompassing checklist that would make an expense report error free.

	Method
	Data Capture		Underlying LS&Co. Technology Framework/ Base))) Suite
	Measurement Interval		Daily (Monthly)
		
	Method of Calculation		(# of accurately processed employee expense reports / total # of employee expense reports processed in a measurement period)*100
	
	Performance Target
	Performance Target		Performance Target is achieved when 99% of payments made to employees by processing the EERs is accurate
		
	Metric Type		Critical Service Level
	
	 SL03: Travel & Expense – Query Response and Resolution- Timeliness

	Objective		Timeliness of travel and expense (T&E) query response and resolution
	Definition		 1. % queries responded within the agreed timeframe

2. % queries resolved within the agreed timeframe
  

Definition of Responded and Timeframe:
 A query is
considered “responded” if it is resolved, pended or routed as per the appropriate handoffs.
  

All queries must be responded within a day. Queries include phone calls, voice mails, and emails.

 
 Definition of Resolved and Timeframe:

A query is considered “resolved” if it is resolved, escalated per desktop procedures or closed. All queries must be resolved within two business
days.

  

			
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	Method
	Data Capture		Underlying LS&Co. Technology Framework/ Base)))TM Suite
	Measurement Interval		Daily (Monthly)
	Method of Calculation		(# of T&E requests responded within agreed timeframe/ total # of T&E requests responded in a measurement period)*100
	Performance Target
	Performance Target		Performance Target is achieved when 95% of queries are responded within agreed timeframe
		
	Metric Type		Critical Service Level
	
	 KP01: Travel & Expense – Cycle time for expense reports

	Objective		Measure the cycle time for expense reports
	Definition		 Average cycle time. Start time is based on the time stamp of when the report is submitted and end time is based on the time stamp when the
report is ready for payment 
  
 Definition for Cycle
Time:
 Cycle time includes time for processing and getting the expense report ready for payment

	Method
	Data Capture		Underlying LS&Co. Technology Framework/ Base))) Suite
	Measurement Interval		Daily (Monthly)
		
	Method of Calculation		Average of cycle time of all expense reports processed in a measurement period (measured in hours)
	
	Performance Target
	Performance Target		Process Metric
		
	Metric Type		KPI

  

	2.3	Payroll 

  

			
	 SL01: Payroll Timeliness

	Objective		Ensure timeliness of employee payments in terms of percentage of payments distributed on time
	Definition		Number of payments distributed on time per agreed schedule

  

			
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	 SL01: Payroll Timeliness

			 Definition of Schedule:
 Payroll
schedules by country will be provided during TA / KA

	Method
	Data Capture		Captured using the LS&Co. and 3rd party payroll systems /manual files (as appropriate)
	Measurement Interval		Bi-weekly (Monthly)
	Method of Calculation		 Number of payments distributed on time per agreed schedules (total payments minus payments distributed late) in a measurement window divided
by total number of payments produced in that period * 100
  
 Definition of
Distributed:
 “Distributed” is defined as when the payments are put into distribution channels (e.g., bank file processed or payment
mailed)

	Performance Target
	Performance Target		Performance Target is achieved when 100% of payments are distributed on time per the agreed schedule
		
	Metric Type		Critical Service Level
	
	 SL02: Payroll Accuracy – 3rd party

	Objective		Ensure number of third party files delivered accurately
	Definition		 % of payments distributed on time per agreed schedule
  

Definition of Accuracy:
 A payment is considered
“accurate” if it is complete and error-free. Criteria regarding what makes a payment error free can be discussed during Transition Analysis/Knowledge Acquisition but will not result in an all-encompassing checklist that would make a
payment error free.

	Method
	Data Capture		Captured using the 3rd party payroll systems/manual files (as appropriate)
	Measurement Interval		Bi-weekly, Monthly
	Method of Calculation		(Number of 3rd party payroll delivered accurately, as per agreed schedules) / (total number of 3rd party payroll scheduled to
be delivered during the measurement window) * 100
	Performance Target

  

			
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	 SL01: Payroll Timeliness

	Performance Target		Performance Target is achieved when 99% of third party files are delivered accurately
		
	Metric Type		Critical Service Level

  

			
	 SL01: Payroll Overpayment

	Objective		To ensure payments processed accurately without overpayment
	Definition		The percent of payments that do not contain a processing error or incompletion for the measurement window that would result in overpayment
	
	Method
	Data Capture		Captured using the LS&Co. or 3rd party payroll system
	Measurement Interval		Weekly, Bi-weekly or Monthly
	Method of Calculation		(Total number of payments processed - the total number of errors resulting in overpayment) divided by the total number of payments * 100
	Performance Target
	Performance Target		Performance Target is achieved when 99% of payments do not contain a processing error resulting in an overpayment for the measurement window
		
	Metric Type		Critical Service Level

  

			
	 SL02: Payroll Underpayment

	Objective		To ensure payments processed accurately without Underpayment
	Definition		The percent of payments that do not contain a processing error or incompletion for the measurement window that would result in underpayment
	
	Method
	Data Capture		Captured using the LS&Co. or 3rd party payroll system
	Measurement Interval		Weekly, Bi-weekly or Monthly
	Method of Calculation		(Total number of payments processed - the total number of errors resulting in underpayment) divided by the total number of payments * 100

  

			
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	SL02: Payroll Underpayment
	Performance Target
	Performance Target		Performance Target is achieved when 99% of payments do not contain a processing error resulting in an underpayment for the measurement window
		
	Metric Type		Critical Service Level

  

	2.4	Accounts Receivable 

  

			
	 SL01: AR – Performance Target Objective

	Objective		Timeliness and completeness of manual invoice/credit memo creation
	Definition		 % of manual invoices / credit memo created within agreed timeframe
  

Definition of Timeframe:
 All urgent manual invoices
/ credit memo must be issued within 24 hours. Non-urgent must be issued within 72 hours.
  

On the last business day of the month, Supplier must issue all invoices by 8:00 PM local country time on the same day.

	
	Method
	Data Capture		Underlying LS&Co. Technology Framework/ Base))) Suite
	Measurement Interval		Daily (Monthly)
	Method of Calculation		 Urgent Manual Invoices / Credit Memo
 Sum
of all manual invoices issued within 24 Hours (i.e., Process completion time – time stamp < 24 hours) / Total urgent manual invoices.
  

Non-Urgent Manual Invoices / Credit Memo
 Sum of all manual
invoices issued within 72 Hours (i.e., Process completion time – time stamp < 72 hours) / Total non-urgent manual invoices.

	Performance Target
	Performance Target		Performance Target is achieved when 98% of invoices created within agreed timeframe

  

			
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	Metric Type		Critical Service Level
	
	 SL02: AR – Accuracy of Invoices / Credit Memos

	Objective		Accuracy of invoices/credit memos created (tracked separately for credit memos, manual invoices and automatic invoices)
	Definition		 % of invoices / credit memos created accurately
  

Definition of Accurately:
 An invoice / credit memo
is considered “accurate” if it is complete and error-free. Criteria regarding what makes an invoice/credit memo error free can be discussed during Transition Analysis/Knowledge Acquisition but will not result in an all-encompassing
checklist that would make an invoice/credit memo error free.

	Method
	Data Capture		Underlying LS&Co. Technology Framework/ Base))) Suite
	Measurement Interval		Daily (Monthly)
	Method of Calculation		(# of invoices/credit memos raised accurately) / (total # of invoices/credit memos raised in the measurement period) * 100
	Performance Target
	Performance Target		Performance Target is achieved when 100% of invoices are created accurately
		
	Metric Type		Critical Service Level
	
	 SL03: AR – Timelines of Cash Application

	Objective		Timeliness of cash application (third party, O&O and country level if enabled within underlying LS&Co. systems)
	Definition		 % of cash applied in relevant customer accounts within agreed timeframe

 
 Definition of Relevant Customer Accounts and Timeframe:

All cash application requests have to be processed (applied to customer invoice, account, escalated or suspense account or escalated to LS&Co. /customers
per desktop procedures) and accompanied by remittance advice within 24 hours of receipt.
  

“Relevant customer accounts” will be provided during TA / KA

	Method
	Data Capture		Underlying LS&Co. Technology Framework/ Base))) Suite
	Measurement Interval		Daily (Monthly)

  

			
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	Method of Calculation		(Total sum of cash applied within agreed timeframe / Total sum of cash applied for application in a measurement period) * 100
	Performance Target
	Performance Target		Performance Target is achieved when 99% of cash applied in relevant customer accounts is within agreed timeframe
		
	Metric Type		Critical Service Level
	
	 SL04: AR – Accuracy of Cash Application

	Objective		Accuracy of cash application (third party, O&O and country level if enabled within underlying LS&Co. systems)
	Definition		 % of accurately applied cash out of total cash applied
  

Definition of Accurately:
 A cash application is
considered “accurate” if it is complete and error-free. Criteria regarding what makes a cash application error free can be discussed during Transition Analysis/Knowledge Acquisition but will not result in an all-encompassing checklist that
would make a cash application error free.

	Method
	Data Capture		Underlying LS&Co. Technology Framework/ Base Suite
	Measurement Interval		Daily (Monthly)
		
	Method of Calculation		(Total sum of cash applied accurately / total sum of cash applied to customer accounts by the team in a measurement period) * 100
	
	Performance Target
	Performance Target		Performance Target is achieved when 100% of cash is applied accurately out of total cash applied
		
	Metric Type		Critical Service Level
	
	 SL05: AR – Timeliness of Credit Check Request

	Objective		Timeliness of credit check request processing
	Definition		 % of credit check requests processed within agreed timeframe
  

Definition of Processed and Timeframe:
 All urgent
credit check requests received by 3 PM local country time have to be processed within 24 hours. Requests received post 3 PM local country time can be applied the next day and still meet Performance

  

			
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			Target. Non-urgent credit checks can be completed within 72 hours of receipt and still meet service request.
	
	Method
	Data Capture		Underlying LS&Co. Technology Framework/ Base))) Suite
	Measurement Interval		Daily (Monthly)
	Method of Calculation		 Urgent Credit Check
 Sum of all urgent
credit check processed within 24 Hours / Total all urgent credit checks.
  
 Non-Urgent
Credit Check
 Sum of all non-urgent credit checks processed within 72 Hours / Total non-urgent credit checks.

	Performance Target
	Performance Target		Performance Target is achieved when 95% of all credit check types are processed within the agreed timeframe
		
	Metric Type		Critical Service Level
	
	SL02: AR – Collections- Past Due %- Performance Target Objective
	Objective		Past-due %
	Definition		 % cash past-due
  

Definition of Past Due:
 Past Due is defined as ten
calendar days for US accounts and thirty calendar days for Canada and Mexico. Past due for LSE and AMA is ten days.
  

Supplier and LS&Co. to mutually agree during TA/KA criteria to define % past due performance attributable to Supplier versus general customer/business
landscape. This is our current business processes and LS&Co. does not anticipate any changes.

	Method
	Data Capture		Underlying LS&Co. Technology Framework/ Base))) Suite
	Measurement Interval		Daily (Monthly)
	Method of Calculation		(# of past due payments/total due payments) * 100

  

			
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	Performance Target
	Performance Target		Performance Target is achieved when 95% are not past due
		
	Metric Type		Critical Service Level
	
	 SL03: AR – Retail Cash Clearing- Timeliness- Performance Target Objective

	Objective		Timeliness of retail cash clearing
	Definition		 % retail cash applied within agreed timelines
  

Definition of Timeline:
 All retail cash must be
cleared daily

	Method
	Data Capture		Underlying LS&Co. Technology Framework/ Base))) Suite
	Measurement Interval		Daily (Monthly)
	Method of Calculation		(# of retail cash applied within agreed timelines / total cash required to be applied in the measurement period)*100
	Performance Target
	Performance Target		Performance Target is achieved when 99% retail cash is applied within agreed timelines.
	Metric Type		Critical Service Level
	
	 SL04: AR – Dispute Resolution- Timeliness and recovery % of dispute resolution

	Objective		Timeliness of dispute resolution
	Definition		 % of disputed items beyond 15days
  

Aging of dispute resolution may vary from country to country depending on a variety of reasons. Additional stipulations will be added during TA / KA
effort.

	Method
	Data Capture		Underlying LS&Co. Technology Framework/ Base))) Suite
	Measurement Interval		Daily (Monthly)
	Method of Calculation		(1- (# of disputed items beyond 15 days / total # disputes items in a measurement period))*100
	Performance Target
	Performance Target		 Performance Target is achieved when 90% of disputed items are within 15days of ageing and 95% of disputed items are in a UDM case within 10
days of cash application
  
 [Ageing limit applies in all cases unless exceptions are
discovered during TA/KA]

  

			
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	Metric Type		Critical Service Level
	
	 SL05: AR – Retail Cash- Aging Report

	Objective		Track retail cash aging by country
	Definition		Retail cash aging reporting
	Method
	Data Capture		Underlying LS&Co. Technology Framework/ Base))) Suite
	Measurement Interval		Daily (Monthly)
		
	Method of Calculation		Per agreed reporting process and desktop procedures
	
	Performance Target
	Performance Target		Aged items should be less than 10 days of ageing 95% of the time
		
	Metric Type		Critical Service Level

  

	2.5	General Accounting 

  

			
	 SL01: General Accounting – Timely Closure

	Objective		Timeliness of month-end tasks to ensure sufficient time for review of financial position before the hard close of GL
	Definition		 % Month End Tasks completed per the close schedule
  

Definition of Close Schedule:
 All closing
activities must be updated and completed as per the Close Schedule to be provided during TA / KA.

	Method
	Data Capture		Underlying LS&Co. Technology Framework/ Base))) Suite
	Measurement Interval		Monthly
	Method of Calculation		(# of month end activities performed as per agreed schedule / Total activities required to be performed as per scheduled)*100
	Performance Target
	Performance Target		Performance Target is achieved when 100% Month End Tasks is completed within agreed timeframe
		
	Metric Type		Critical Service Level
	
	SL02: General Accounting – Accuracy of Month-End Tasks
	Objective		Accuracy of month-end tasks to ensure materially accurate financial statements

  

			
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	Definition		 % of month-end activities performed accurately as per accounting policies and procedures

 
 Definition of Accurately:

A month end task is considered “accurate” if it is complete and error-free. Criteria regarding what makes a task error free can be discussed during
Transition Analysis/Knowledge Acquisition but will not result in an all-encompassing checklist that would make a task error free.
  

[LS&Co. will provide accounting policies and procedures during TA/KA]

	Method
	Data Capture		Underlying LS&Co. Technology Framework/ Base))) Suite
	Measurement Interval		Monthly
	Method of Calculation		(# of month-end activities performed accurately as per accounting manual and principles / Total activities performed as per in a measurement period)*100
	Performance Target
	Performance Target		Performance Target is achieved when 99% of Month End activities are performed accurately as per accounting policies and procedures
		
	Metric Type		Critical Service Level
	
	SL05: Fixed Assets – Timeliness of Fixed Asset Transactions
			Timeliness of asset additions, deletions & updates
	Definition		 % asset additions, deletions & updates on invoices processed within a measurement period

 
 Definition for Measurement Period: 

All fixed asset additions, deletions and updates must be processed by the Supplier no later than 12:00 PM local country time on the closing day in accordance
with the closing calendar which will be provided during TA / KA.
  
 The asset in-service
date is the fiscal month in which service began for the asset.

	Method
	Data Capture		Underlying LS&Co. Technology Framework/ Base))) Suite

  

			
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	Measurement Interval		Daily (Monthly)
	Method of Calculation		(# of asset addition invoices processed within the agreed timeframe (or by period close) / total # of asset addition invoices received in a measurement period) * 100
	Performance Target
	Performance Target		Performance Target is achieved when 99% of Asset Additions, Deletions and Updates to Invoices are processed within the measurement period
		
	Metric Type		Critical Service Level
	
	 SL06: Fixed Assets – Accuracy of Fixed Asset Transactions

	Objective		Accuracy of asset additions, updates and disposals.
	Definition		 % asset additions, updates and disposals processed accurately
  

Definition of Accurately:
 A transaction is
considered “accurate” if it is complete and error-free.
  
 A transaction is
considered “accurate” if it is complete and error-free. Criteria regarding what makes a transaction error free can be discussed during Transition Analysis/Knowledge Acquisition but will not result in an all-encompassing checklist that
would make a transaction error free.

	
	Method
	Data Capture		Underlying LS&Co. Technology Framework/ Base Suite
	Measurement Interval		Daily (Monthly)
	Method of Calculation		(# of asset addition, updates and disposals invoices processed accurately (i.e., capturing all asset information such as GL, Sub GL, asset code, invoice #, invoice date, etc.)/ total # of asset addition updates and disposals
invoices processed in a measurement period) * 100
	Performance Target
	Performance Target		Performance Target is achieved when 99% of Asset additions, updates and disposals of Invoices are processed Accurately
		
	Metric Type		Critical Service Level
	
	 SL07: Reconciliations– Timeliness of Reconciliations

	Objective		Timeliness of all the reconciliations (including intercompany reconciliations)
	Definition		% of reconciliations performed within agreed timeframe

  

			
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			 Definition of Timeframe:

Reconciliations classified as “high-risk” must be done by Workday 3 (“high-risk” account list will be provided during TA / KA). Remaining
reconciliations must be completed by day 10 of closing. Reconciling item descriptions must be comprehensive and / or proven mathematically (i.e. FX).
  

All reconciliations must be processed through Blackline and have appropriate approval.

	Method
	Data Capture		Underlying LS&Co. Technology Framework/ Base))) Suite
	Measurement Interval		Monthly
	Method of Calculation		 “High risk” Reconciliations
 (#
of “high-risk” reconciliations performed within the agreed timeframe/ total # of “high-risk” reconciliations required to be performed in the measurement period)*100

 
 “All other” Reconciliations

(# of “all other” reconciliations performed within the agreed timeframe/ total # of “all other” reconciliations required to be performed in
the measurement period)*100

	Performance Target
	Performance Target		Performance Target is achieved when 100% of reconciliations are performed within the agreed timeframe
		
	Metric Type		Critical Service Level
	
	 KPI01: General Accounting –Number of Days to Close –

	Objective		Number of Days to Close
	Definition		Number of days from fiscal period end to final “HFM load” and KPI
	Method
	Data Capture		SAP / HFM
	Measurement Interval		Monthly
	Method of Calculation		Count the number of days
	Performance Target
	Performance Target		Process Metric
		
	Metric Type		KPI

  

			
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	2.6	Inventory Accounting 

  

			
	 SL01: Inventory Accounting– Timelines of Inventory Adjustments

	Objective		Timeliness of inventory adjustments that are uploaded and posted to enable smooth GL close
	Definition		 % adjustments done within agreed timelines
  

Definition of Timelines:
 All inventory adjustments
must be uploaded and posted to the system on the same day, if received by 3 PM local country time based on a FIFO (First in-First-out) prioritization. Adjustment requests received post 3 PM local country time may be uploaded and posted to the system
the next business day and still meet the Performance Target.
  
 On the last business day
of the month, Supplier must upload and post to the system all adjustments received by 8:00 PM local country time on the same day.

	Method
	Data Capture		Underlying LS&Co. Technology Framework/ Base))) Suite
	Measurement Interval		Monthly
	Method of Calculation		(# of adjustments processed within agreed timeline during the measurement period / Total adjustments done during the measurement period)*100
	Performance Target
	Performance Target		Performance Target is achieved when 99% of adjustments are done within the agreed timelines
	Metric Type		Critical Service Level
	
	 SL02: Inventory Accounting – Timelines of store data reconciliations

	Objective		Timeliness of store data reconciliations
	Definition		 Store data reconciled within agreed timelines
  

Definition of Timelines:
 All store data
reconciliations must be processed on the same day if received by 3 PM local country time based on a FIFO (First in-First-out) prioritization. Adjustment requests received post 3 PM local country time may be processed the next business day and still
meet the Performance Target.

  

			
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 On the last business day of the month, Supplier must process all
reconciliations received by 8:00 PM local country time on the same day.
  
 During
physical inventory, store data reconciliation must be performed in accordance with the retail inventory calendar published prior to each such physical inventory.

	Method
	Data Capture		Underlying LS&Co. Technology Framework/ Base))) Suite
	Measurement Interval		Monthly or upon physical inventory
	Method of Calculation		Store data reconciled within agreed timeframe during the measurement window
	Performance Target
	Performance Target		Performance Target expectation is achieved when 95% of the store data is reconciled within the agreed timelines
	Metric Type		Critical Service Level

  

			
	 SL01: Inventory Accounting – Accuracy of Inventory Adjustments

	Objective		Accuracy of inventory adjustments
	Definition		 % inventory adjustments completed accurately
  

Definition of Accurately:
 An inventory adjustment
is considered “accurate” if it is complete and error-free. Criteria regarding what makes an inventory adjustment error free can be discussed during Transition Analysis/Knowledge Acquisition but will not result in an all-encompassing
checklist that would make an inventory adjustment error free.

	Method
	Data Capture		Underlying LS&Co. Technology Framework/ Base))) Suite
	Measurement Interval		Monthly or as required by physical count
		
	Method of Calculation		(# of inventory adjustments done accurately / Total # of inventory adjustments performed during the measurement window)*100
	
	Performance Target
	Performance Target		Performance Target is achieved when 100% Inventory Adjustments is done accurately
	Metric Type		Critical Service Level

  

	2.7	Treasury Transactions 

  

			
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	 SL01: Treasury Transactions – Timelines of in-house Bank Statements

		
	Objective		Timeliness of in-house bank statement generation
	Definition		  
 % in-house bank statements generated within the agreed timelines

 
 Definition of Timelines:

All bank statements must be processed on the same day if received by 3 PM local country time based on a FIFO (First in-First-out) prioritization. Adjustment
requests received post 3 PM local country time may be processed the next business day and still meet the Performance Target.
  

On the last business day of the month, Supplier must process all adjustments received by 8:00 PM local country time on the same day.

[local country timeline requirements to be validated during TA / KA]

	Method
	Data Capture		Underlying LS&Co. Technology Framework/ Base))) Suite
	Measurement Interval		Monthly
	Method of Calculation		(# of in-house bank statements generated within the agreed timelines / Total in-house bank statements generated)*100
	Performance Target
	Performance Target		Performance Target is achieved when 99% in-house Bank Statements are generated within the agreed timelines
		
	Metric Type		Critical Service Level
	
	 SL02: Treasury Transactions – Accuracy of Rate Updates

	Objective		Accuracy of rate updates in the system (forex, cost rates, etc.)
	Definition		 % of rates updated accurately
  

Definition of Accurately:
 A rate update is
considered “accurate” if it is complete and error-free. Criteria regarding what makes a rate update error free can be discussed during Transition Analysis/Knowledge Acquisition but will not result in an all-encompassing checklist that
would make a rate update error free.

	Method
	Data Capture		Underlying LS&Co. Technology Framework/ Base))) Suite
	Measurement Interval		Monthly
	Method of Calculation		(# rates updated accurately/ Total rates uploaded in the measurement period)*100

  

			
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	Performance Target
	Performance Target		Performance Target is achieved when 100% of rates are updated accurately
	Metric Type		Critical Service Level

  

	2.8	Internal Reporting 

  

			
	 Internal Reporting SL01:– Timeliness- Performance Target Objective

	Objective		Timely creation and delivery of internal and ad hoc report requests
	Definition		 # of reports delivered as per agreed timeline
  

Definition of Timeline:
 During the report request,
a timing target would be set by the requestor.

	Method
	Data Capture		BASE
	Measurement Interval		Ad Hoc
	Method of Calculation		# of reports delivered on time / total # of reports to be generated
	Performance Target
	Performance Target		Performance Target is achieved when 90% of all reports are delivered on time
	Metric Type		Critical Service Level
	
	 Internal Reporting SL02:– Accuracy of Reports

	Objective		Accuracy of reports generated
	Definition		 # of reports generated accurately
  

Definition of Accurately:
 A report is considered
“accurate” if it is complete and error-free. Criteria regarding what makes a report error free can be discussed during Transition Analysis/Knowledge Acquisition but will not result in an all-encompassing checklist that would make a report
error free.

	Method
	Data Capture		BASE
	Measurement Interval		Ad Hoc
	Method of Calculation		# of accurate reports delivered / total # of reports generated
	Performance Target

  

			
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	 Internal Reporting SL01:– Timeliness- Performance Target Objective

	Performance Target		Performance Target is achieved when 95% of reports generated are accurate
		
	Metric Type		Critical Service Level

  

	2.9	Indirect Procurement 

  

			
	 Indirect Procurement SL01: PO Creation Cycle Time

	Objective		Measure the cycle time for PO creation
	Definition		 Average cycle time to create a PO from the requisition within the agreed timeframe

 
 Definition of timeframe:

All urgent POs must be created within 24 hours of requisition. All non-urgent POs must be created within 48 hours of requisition.

	
	Method
	Data Capture		BASE))), SAP
	Measurement Interval		Monthly
	Method of Calculation		 Within a measurement period, calculate:
  

Urgent PO Creation
 Sum of all Urgent PO created within 24
Hours / Total number of all Urgent POs created
  
 Non-Urgent PO Creation

Sum of all non-urgent PO created within 48 Hours / Total number non-urgent POs created.

	Performance Target
	Performance Target		Performance Target is achieved when 98% of POs are created within the respective stipulated timeframe
		
	Metric Type		Critical Service Level

  

			
	 Indirect Procurement SL02: Vendor Set-Up Cycle Time – Performance Target Objective

	Objective		Measure the cycle time for vendor set-up
	Definition		Average time to create a vendor from the requisition within the agreed

  

			
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	 Indirect Procurement SL02: Vendor Set-Up Cycle Time – Performance Target Objective

			 timeframe
  

Definition of timeframe:
 All urgent vendor set-up
requests have to be completed in 1 business day. All non-urgent vendor set-up requests have to be completed in 5 business days.

	Method
	Data Capture		BASE))), SAP
	Measurement Interval		Monthly
	Method of Calculation		 Urgent Vendor Set-Up Requests
 Sum of all
Urgent vendor Set-Up requests completed within 1 business day (i.e., Process completion time – time stamp <1 business day) / Total urgent vendor set-up requests completed.

 
 Non-Urgent Vendor Set-Up Requests

Sum of all Non-Urgent Vendor Set-Up requests issued within five days (i.e., Process completion time – time stamp <5 days) / Total non-urgent Vendor
Set-Up requests completed

	Performance Target
	Performance Target		 Performance Target is achieved when 100% of all urgent vendor set-up requests are completed within the respective stipulated timeframes

 
 Performance Target is achieved when 98% of all non-urgent vendor set-up requests are
completed within the respective stipulated timeframes

	 Metric Type
		Critical Service Level

  

			
	 In direct Procurement SL02: Quality– Performance Target Objective

	Objective		Measure the accuracy of the request processed
	Definition		 % requests processed accurately
  

Definition of Accurately:
 A processed request is
considered “accurate” if it is complete and error-free. Criteria regarding what makes a processed request error free can be discussed during Transition Analysis/Knowledge Acquisition

  

			
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	 In direct Procurement SL02: Quality– Performance Target Objective

			but will not result in an all-encompassing checklist that would make a processed request error free.
	Method
	Data Capture		SAP & Base)))
	Measurement Interval		Monthly
	Method of Calculation		Total no of request processed first time correct (in a given period)/ Total no of request processed (during the same above mentioned time period)*100
	Performance Target
	Performance Target		Performance Target is achieved when 99% requests are processed accurately.
		
	Metric Type		Critical Service Level

  

			
	 KPI01: Average Vendor Set-Up Cycle Time

	Objective		Measure the average cycle time for vendor set-up
	Definition		Average time to create a vendor from the requisition
	Method
	Data Capture		BASE))), SAP
	Measurement Interval		Monthly
	Method of Calculation		Average length of time from receipt of request to vendor creation – based on time stamped requisition and creation
	Performance Target
	Performance Target		Process Measure
		
	Metric Type		KPI

  

			
	 Indirect Procurement KPI02: Closing PO

	Objective		Report the total # of closing POs
	Definition		Report the total # of closed POs in the system
	Method
	Data Capture		SAP & Base)))
	Measurement Interval		Quarterly

  

			
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	 Indirect Procurement KPI02: Closing PO

	Method of Calculation		Number of closed POs in the system
	Performance Target
	Performance Target		Process Metric
		
	Metric Type		KPI

  

			
	 Indirect Procurement KPI03: Retro PO

	Objective		Report the total # of retroactive POs
	Definition		% retroactive POs created
	Method
	Data Capture		SAP & Base)))
		
	Measurement Interval		Monthly
	Method of Calculation		Total # of POs issued as retroactive (in a given period) / Total no of POs issued (during the same above-mentioned time period)*100
	Performance Target
	Performance Target		Process Measure (Reporting Metric only)
		
	Metric Type		KPI

  

	2.10	Technology and Master Data Management 

  

			
	 SL01: Turnaround time MDM

	Objective		Timeliness of master data request processing
	Definition		 % requests processed within the agreed timelines
  

Definition of Timelines:
 All Master Data requests
must be processed within 24 hours based on a FIFO (First in-First-out) prioritization unless defined as “Urgent”.
  

Non-urgent Master Data requests received post 3 PM local country time may be processed the next business day and still meet the Performance Target. Urgent
Master Data requests have to be closed out on the same day if received by 5 PM local country time.

  

			
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	 SL01: Turnaround time MDM

			[This needs to be further discussed during TA/KA due to the different types of Master Data]
	Method
	Data Capture		SAP & Base)))
	Measurement Interval		Monthly
	Method of Calculation		(Total # of requests processed (in a given period) / Total # of request received (during the same abovementioned time period))* 100
	Performance Target
	Performance Target		Performance Target is achieved when 97% requests are processed within the agreed timelines
		
	Metric Type		Critical Service Level

  

			
	 SL02: Quality MDM

	Objective		Measure the accuracy of the request processed
	Definition		 % requests processed accurately
  

Definition of Accurately:
 A Master Data is
considered “accurate” if it is complete and error-free. Criteria regarding what make the Master Data error free can be discussed during Transition Analysis/Knowledge Acquisition but will not result in an all-encompassing checklist that
would make the Master Data error free.

	Method
	Data Capture		SAP & Base)))
	Measurement Interval		Monthly
	Method of Calculation		Total # of request processed first time correct (in a given period) / Total # of request processed (during the same above-mentioned time period)*100
	Performance Target
	Performance Target		Performance Target is achieved when 99% requests is processed accurately
		
	Metric Type		Critical Service Level
	
	 SL03: Vendor Set-Up Cycle Timeliness - Direct Procurement

  

			
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	 SL03: Vendor Set-Up Cycle Timeliness - Direct Procurement

	Objective		Measure the timeliness of the cycle time for vendor set-up
	Definition		 % of total vendor set-up within the agreed timeframe (cycle time)
  

Definition of timeframe:
 All urgent vendor set-up
requests have to be completed in 1 business day. All non-urgent vendor set-up requests have to be completed in 5 business days.

	Method
	Data Capture		BASE))), SAP
	Measurement Interval		Monthly
	Method of Calculation		 Urgent Vendor Set-Up Requests
 Sum of all
Urgent vendor Set-Up requests completed within 1 business day (i.e., Process completion time – time stamp <1 business day) / Total urgent vendor set-up requests.
  

Non-Urgent Vendor Set-Up Requests
 Sum of all Non-Urgent
Vendor Set-Up requests issued within five days (i.e., Process completion time – time stamp <5 business days) / Total non-urgent Vendor Set-Up requests.

	Performance Target
	Performance Target		Performance Target is achieved when 100% of all vendor set-up requests are completed within the respective stipulated timeframes
		
	Metric Type		Critical Service Level

  

			
	 KPI01: One-time Vendor Added

	Objective		Report the total number of one-time vendor added per business
	Definition		# of one-time vendors added
	Method
	Data Capture		SAP & Base)))
	Measurement Interval		Monthly
	Method of Calculation		Track and report one-time vendors added
	Performance Target
	Performance Target		Process Measure
	Metric Type		KPI

  

			
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	 KPI02: Inactive Vendor List

	Objective		Report the total number of inactive vendors in the system
	Definition		Report the number of inactive vendors in the system
	Method
	Data Capture		SAP & Base)))
	Measurement Interval		Quarterly
	Method of Calculation		# of inactive vendors in the system
	Performance Target
	Performance Target		Process Measure
	Metric Type		KPI

  

			
	 SLA03: Average Vendor Set-Up Cycle Time

	Objective		Measure the average cycle time for vendor set-up
	Definition		Average time to create a vendor from the requisition
	Method
	Data Capture		BASE))), SAP
	Measurement Interval		Monthly
	Method of Calculation		Average length of time from receipt of request to vendor creation – based on time stamped requisition and creation
	Performance Target
	Performance Target		Process Measure
		
	Metric Type		Critical Service Level

  

			
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MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 3 

SERVICE LEVEL MANAGEMENT 

ATTACHMENT 3.3.1 

SERVICE LEVEL DEFINITIONS 

INFORMATION TECHNOLOGY SERVICES - NETWORK SERVICES 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

 

 TABLE OF CONTENTS 

 

							
	 1.
		 Introduction
		1
				
			 1.1
		 General
		1
			 1.2
		 References
		1
			 1.3
		 Definitions
		1
			
	 2.
		 Critical Service Levels
		1
				
			 2.1
		 Resolution Service Level
		1
			
	 3.
		 Other Service Levels
		2
				
			 3.1
		 Response Service Levels
		2
			 3.2
		 Data Center LAN Availability
		3
			 3.3
		 Corporate and Distribution center LAN
		3
			 3.4
		 Corporate and Distribution center WAN Routers
		3
			 3.5
		 Voice Services
		4
			 3.6
		 Problem Ticket Resolution Service Level (Root Cause Analysis Submission)
		4

  

			
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	1.	INTRODUCTION. 

  

	1.1	General. This Attachment describes each Service Level. For each Service Level this Attachment details the applicable Performance Target, the method for measuring the Service Level and the formula for calculating
achievement of the Performance Target. For each Critical Service Level, the Weighting Factor applicable at the Effective Date shall be as set forth in this Attachment. 

 

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

  

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

  

	2.	CRITICAL SERVICE LEVELS. 

  

	2.1	Resolution Service Level 

  

									
	 Resolution SLA

			
	Objective	 		  	Resolution Service Level: This Service Level measures the Supplier’s effectiveness in resolving Incidents within the resolution time target as described below
					
	 Severity

levels
	 	 	  	 Resolution Time
	  	 Performance Target
	  	 Measurement Interval

	Priority 1	 		  	4 clock hours	  	95%	  	Monthly
	Priority 2	 		  	8 clock hours	  	95%	  	Monthly
	Priority 3	 		  	72 clock hours	  	95% (To be baselined)	  	Monthly
	Priority 4	 		  	120 clock hours	  	95% (To be baselined)	  	Monthly

  

					
		 	Methods
		
	 Data

Capture
	 	 ITSM Tool (Service Now)

		
	 Method of

Calculation
	 	This Service Level is calculated as the ratio of particular severity of Incidents that are resolved in time to total number of Incidents of that severity level with the result expressed as a percentage. Start time is
when the Incident is assigned to the Supplier and end time is the timestamp when the Incident is resolved and set to resolved status by the Supplier.
	Exclusions	 	  
 •
	  	  
 Support for any hardware or software that is end of service life will
be best efforts only

	 	  
 •
	  	  
 All devices, which are not SNMP enabled and cannot be monitored using
tools, will be excluded from service levels. 

	 	  
 •
	  	  
 Time taken by Customer or Third-Party Vendors in resolving an Incident
before it is assigned to the Supplier would be excluded from Supplier’s resolution goal target

  

			
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	 Resolution SLA

			
	 Low

Volume
 Clause
	  	•	  	Low Volume Service Levels: In respect of any Service Level that has low volumes of data points in any given Measurement Interval (i.e., Service Levels where the number of measured data points occurring in a given Measurement
Interval is so low that a single failure would result in an Service Level Failure), supplier shall have the right to eliminate one (1) data point from the calculation of compliance with each such Service Level, as applicable.

  

	3.	OTHER SERVICE LEVELS 

 The following Service Level’s
represent LS&Co.’s expectation of service delivery process time limits. Specific details of how these will be managed and reported will be determined as part of knowledge acquisition and transition 

 

	3.1	Response Service Levels 

  

									
	 Response Service Level

		
	Objective	  	Response Service Level: This Service Level measures the supplier’s effectiveness in responding to an incident within the response time target as described below
					
	 Severity

levels
	  	 Accept

assignment
	  	 Escalate/

Reassign
	  	 Performance

Target
	  	 Measurement

Interval

	Priority 1	  	10 minutes	  	30 minutes	  	95%	  	Monthly
	Priority 2	  	30 Min	  	1 clock hour	  	95%	  	Monthly
	Priority 3	  	4 clock hour	  	12 clock hours	  	95%	  	Monthly
	Priority 4	  	8 clock hours	  	30 clock hours	  	95%	  	Monthly

  

					
		  		  	Methods
	 Data

Capture
	  	 ITSM Tool (Service Now)

			
	Exclusions	  	 •
	  	 Support for any hardware or software that is end of service life will be best efforts only 

	  	  
 •
	  	  
 All devices, which are not SNMP enabled and cannot be monitored using
tools, will be excluded from service levels. 

	  	  
 •
	  	  
 Time taken by Customer or Third-Party Vendors in resolving an
Incident before it is assigned to the Supplier would be excluded from Supplier’s resolution goal target

			
	 Low

Volume
 Clause
	  	•	  	Low Volume Service Levels: In respect of any Service Level that has low volumes of data points in any given Measurement Interval (i.e., Service Levels where the number of measured data points occurring in a given Measurement
Interval is so low that a single failure would result in an Service Level Failure), supplier shall have the right to eliminate one (1) data point from the calculation of compliance with each such Service Level, as applicable.

  

			
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	3.2	Data Center LAN Availability 

  

			
	 NOC SL01– Service Level Agreement

	Definition		Data Center LAN Availability (To be baselined)
	Performance Target		 Data Center LAN shall be Available at least 99.9% of Scheduled Uptime for devices in redundant mode.

Data Center LAN shall be Available at least 99.7% of Scheduled Uptime for devices without redundancy.

	
	Method
	Data Capture		HP NNMi tool
	Measurement Interval		Monthly
	Method of Calculation		TBD
	Exclusion		Lan Cabling (Excluding patch Cabling)
			

  

	3.3	Corporate and Distribution center LAN 

  

			
	 NOC SL02– Service Level Agreement

	Definition		Corporate and Distribution center LAN availability (To be baselined)
	Performance Target		 LAN shall be Available at least 99.7% of Scheduled Uptime for devices in redundant mode.

LAN shall be Available at least 99.5% of Scheduled Uptime for devices without redundancy.

	
	Method
	Data Capture		HP NNMi tool
	Measurement Interval		Monthly
	Method of Calculation		TBD
	Exclusion		 All devices, which are not SNMP enabled, will be excluded from service levels.

Switch ports on ADSL routers are excluded.
 Store Wi-Fi is
currently excluded

			

  

	3.4	Corporate and Distribution center WAN Routers 

  

			
	 NOC SL03– Service Level Agreement

	Definition		Corporate and Distribution center WAN Routers availability (To be baselined)
	Performance Target		 WAN shall be Available at least 99.7% of Scheduled Uptime for devices in redundant mode.

WAN shall be Available at least 99.5% of Scheduled Uptime for devices without redundancy.

	
	Method
	Data Capture		HP NNMi tool

  

			
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	 NOC SL03– Service Level Agreement

	Measurement Interval	  	Monthly
	Method of Calculation	  	TBD
	Exclusion	  	Telecom service provider Routers

  

	3.5	Voice Services 

  

			
	 NOC SL04– Service Level Agreement

	Definition	  	Voice Services availability (To be baselined)
	Performance Target	  	 Core Voice infrastructure shall be Available at least 99.7% of Scheduled Uptime for devices in redundant mode.

Core Voice infrastructure shall be Available at least 99.2% of Scheduled Uptime for devices without redundancy.

	
	Method
	Data Capture	  	HP NNMi tool
	Measurement Interval	  	Monthly
	Method of Calculation	  	TBD
	Exclusion	  	Analog lines are excluded from service levels

  

	3.6	Problem Ticket Resolution Service Level (Root Cause Analysis Submission) 

  

			
	 Type
	  	 Service Level

	Tier 1 systems	  	5 business days
	Production systems (Non-Tier 1)	  	7 business days
	Non-Prod systems	  	10 business days

  

	•	 	Supplier will provide RCA on problem tickets as necessary 

  

	•	 	Problem Ticket: Supplier will maintain 90% success rate in obtaining resolution of problem ticket assignments. It is expected that Supplier will provide enough L3 resources to achieve 90% success rate without
requiring LS&Co. engineering involvement. Engineering teams will provide up to 10 hours per calendar month to assist as necessary. 

  

	 	1.	The following common tasks would also include Service Levels (these are examples and are not all inclusive, like said tasks/requests would include the same level Service Levels) If the requests requires a change record
that must be represented to the CAB, the completion of the request shall not exceed the proceeding weekend: 

  

	 	a.	DNS Requests: 3 business days 

  

	 	b.	DHCP Requests: 3 business days 

  

	 	c.	IP Address Requests: 1 business days 

  

	 	d.	LAN Connections: 3 business days 

  

			
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	 	e.	Wireless Configuration Requests: 3 business days 

  

	 	f.	Acceleration Device Configuration Requests: 3 business days 

  

	 	g.	Infoblock Configuration Requests: 3 business days 

  

	 	h.	F5 Configuration Requests: 3 business days 

  

	 	i.	Switch/Router Configuration Requests: 3 business days 

  

	 	j.	Monitoring Configuration Requests: 3 business days 

  

	 	k.	Video/Voice Configuration Requests: 3 business days 

  

	 	l.	Network device installation Requests: 3 business days 

  

	 	2.	Service Request Ticket: Supplier will maintain 90% success rate in obtaining resolution of service request ticket (RCA submission) assignments. It is expected that Supplier will provide enough L3 resources to
achieve 90% success rate without requiring Levi’s engineering involvement. Supplier can tap into the same pool of 10 hours provided by the LS&Co. engineering teams for problem ticket resolution for any assistance as necessary.

  

	 	3.	All other requests will have a 10 business day Service Level 

  

	 	4.	Supplier will provide RCA on problem tickets as necessary 

  

	 	5.	All documentation will be retained in LS&Co.-owned repository. 

  

			
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CONFIDENTIAL 

EXECTUION VERSION 

MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 3 

SERVICE LEVEL MANAGEMENT 

ATTACHMENT 3.3.2 

SERVICE LEVEL DEFINITIONS – INFORMATION TECHNOLOGY
SERVICES 
 DESKSIDE SUPPORT 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

 TABLE OF CONTENTS 

 

									
	 1.
		 Introduction
		 	1	  
				
			 1.1
		 General
		 	1	  
			 1.2
		 References
		 	1	  
			 1.3
		 Definitions
		 	1	  
			
	 2.
		 Critical Service Levels
		 	1	  
			
	 3.
		 Other Service Levels
		 	2	  
				
			 3.1
		 Response Service Level
		 	2	  
			 3.2
		 Corporate Desk Side Support - Resolve Desktop Systems Problems
		 	2	  
			 3.3
		 Software IMAC
		 	3	  
			 3.4
		 Hardware IMAC
		 	3	  
			 3.5
		 Procurement Services
		 	4	  
			 3.6
		 Asset Management PC Hardware Accuracy
		 	4	  
			 3.7
		 Desktop Patch Level Compliance
		 	4	  
			 3.8
		 PC Image Update
		 	5	  
			 3.9
		 Retail Deskside Support
		 	5	  

  

			
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	1.	INTRODUCTION. 

  

	1.1	General. This Attachment describes each Service Level. For each Service Level this Attachment details the applicable Performance Target, the method for measuring the Service Level and the formula for calculating
achievement of the Performance Target. For each Critical Service Level, the Weighting Factor applicable at the Effective Date shall be as set forth in this Attachment. 

 

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

  

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

  

	2.	CRITICAL SERVICE LEVELS. 

  

							
	 Resolution Service Level

	Objective	  	 Response Service Level: This Service Level measures the supplier’s effectiveness in responding to an incident within the
response time target as described below
 Resolution Service Level: This Service Level measures the Supplier’s effectiveness in resolving Incidents
within the resolution time target as described below
 This Service Level is applicable for remote support only

				
	 Severity

levels
	  	 Resolution Time
	  	 Performance Target
	  	 Measurement Interval

	Priority 1	  	4 clock hours	  	95%	  	Monthly
	Priority 2	  	8 clock hours	  	95%	  	Monthly
	Priority 3	  	72 clock hours	  	95% (To be baselined)	  	Monthly
	Priority 4	  	120 clock hours	  	95% (To be baselined)	  	Monthly

					
		
		 	Methods
	Data Capture	 	ITSM Tool (Service Now)
		
	 Method of

Calculation
	 	This Service Level is calculated as the ratio of particular severity of Incidents that are resolved in time to total number of Incidents of that severity level with the result expressed as a percentage. Start time is
when the Incident is assigned to the Supplier and end time is the timestamp when the Incident is resolved and set to resolved status by the Supplier.
			
	Exclusions	 	 •
  
	 	 Support for any hardware or software that is end of service life will be best efforts only

 

	 	•	 	 All devices, which are not SNMP enabled and cannot be monitored using tools, will be excluded from service levels.

 

	 	•	 	 Time taken by Customer or Third-Party Vendors in resolving an Incident before it is assigned to the Supplier would be excluded from
Supplier’s resolution goal target
  

	 Low Volume

Clause
	 	•	 	Low Volume Service Levels: In respect of any Service Level that has low volumes of data points in any given Measurement Interval (i.e., Service Levels where the number of measured data points occurring in a given Measurement
Interval is so low that a single failure would result in an Service Level Failure), supplier shall have the right to eliminate one (1) data point from the calculation of compliance with
each

  

			
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	 Resolution Service Level

		 		 	such Service Level, as applicable.

 The following device types will be handled via the exception process 

 

	 	•	 	Devices which doesn’t have LS&Co. provided image installed 

  

	 	•	 	Devices which are not accessible using SCCM 2012 

  

	 	•	 	Devices which are not connected to the Levis network 

  

	3.	OTHER SERVICE LEVELS. 

 The following Service Level’s
represent LS&Co.’s expectation of service delivery process time limits. Specific details of how these will be managed and reported will be determined as part of knowledge acquisition and transition 

 

	3.1	Response Service Level 

  

									
	 Response Service Level

	Objective	  	Response Service Level: This Service Level measures the supplier’s effectiveness in responding to an incident within the response time target as described below. This Service level is applicable for remote support
only
					
	 Severity

levels
	  	 Accept assignment
	  	 Escalate/

Reassign
	  	 Performance

Target
	  	 Measurement

Interval

	Priority 1	  	10 minutes	  	30 minutes	  	95%	  	Monthly
	Priority 2	  	30 Min	  	1 clock hour	  	95%	  	Monthly
	Priority 3	  	4 clock hour	  	12 clock hours	  	95%	  	Monthly
	Priority 4	  	8 clock hours	  	30 clock hours	  	95%	  	Monthly

											
			
		 		  	Methods
	Data Capture	 	ITSM Tool (Service Now)
	Exclusions	 	  
 •
	  	  
 Support for any hardware or software that is end of service
life will be best efforts only

	 	  
 •
	  	  
 All devices, which are not SNMP enabled and cannot be
monitored using tools, will be excluded from service levels.

	 	  
 •
	  	  
 Time taken by Customer or Third-Party Vendors in resolving
an Incident before it is assigned to the Supplier would be excluded from Supplier’s resolution goal target

	 Low Volume

Clause
	 	  
 •
	  	  
 Low Volume Service Levels: In respect of any Service Level
that has low volumes of data points in any given Measurement Interval (i.e., Service Levels where the number of measured data points occurring in a given Measurement Interval is so low that a single failure would result in an Service Level Failure),
supplier shall have the right to eliminate one (1) data point from the calculation of compliance with each such Service Level, as applicable.

  

	3.2	Corporate Desk Side Support - Resolve Desktop Systems Problems 

  

			
	Corporate Desk Side SL01– Service Level Agreement
	Objective	  	Corporate Desk Side Support - Resolve Desktop Systems Problem

  

			
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	Corporate Desk Side SL01– Service Level Agreement
	Definition		Issues that require a desk side personal to visit should be resolved within the specified timeframes
	Performance Target		 Executive support
 Response: 96% of the
incidents and requests to be responded with 1 hr.
 Resolution: 96% of the incidents to resolved within 1 Business Day

Executive support at SFO location will continue to be supported by LS&Co.
  

Priority 3 - 96% resolved within 24 business hours at all LS&Co. service locations

Priority 4 - 96% resolved within 40 business hours at all LS&Co. service locations

		
			Method
	Data Capture		ServiceNow tool
	Measurement Interval		Monthly
	Method of Calculation		Continuous Hours between “Assigned” or “Reassigned” status, and “Resolved” or “Resolved/Contacted” status.

  

	3.3	Software IMAC 

  

			
	Corporate Deskside and Retail Desk Side SL02– Service Level Agreement
	Objective		Software IMAC
	Definition		Completion time of Software installation request for 1-9 units
	Performance Target		Software Installs Priority 3 & 4 - 95% within 5 business days
		
			Method
	Data Capture		ServiceNow tool
	Measurement Interval		Monthly
	Method of Calculation		 Time between assignment to second level and completion of service request.

Exception: The devices not connected to SCCM will be handled as an exception process

  

	3.4	Hardware IMAC 

  

			
	Corporate Deskside and Retail Desk Side SL03– Service Level Agreement
	Objective		Hardware IMAC
	Definition		Completion time of Hardware installation request for 1-9 units
	Performance Target		Hardware Installs Priority 3 & 4 - - 95% within 5 business days
		
			Method
	Data Capture		ServiceNow tool
	Measurement Interval		Monthly
	Method of Calculation		Time between assignment to second level and completion of service request

  

			
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	3.5	Procurement Services 

  

					
	Corporate Deskside and Retail Desk Side SL04– Service Level Agreement
	Objective		Procurement Services
	Definition		Procurement coordination with OEM vendor / supplier for raising the order for procurement
	Performance Target		96% of the approved orders to be placed within 3 business days
	
	Method
	Data Capture		ServiceNow
	Measurement Interval		Monthly
	Method of Calculation		Time between the order is approved by LS&Co. and is entered into the procurement system

  

	3.6	Asset Management PC Hardware Accuracy 

  

					
	Corporate and Retail Deskside SL04– Service Level Agreement
	Objective		Asset Management PC Hardware Accuracy
	Performance Target		97%
	
	Method
	Data Capture		ServiceNow
	Measurement Interval		Monthly
	Method of Calculation		The following are the reports as a part of the PC Hardware Accuracy.
			
			      •		    Physical device in use and not assigned
			
			      •		    In use not discovered more than 6 months
			
			      •		    On Loan not Assigned
			
			      •		    Physical device – Location Blank
			
			      •		    Physical device – Purchased Blank
		
			The input source of the above reports are from the following
			
			      •		    SCCM
			
			      •		    ITAM Database
			  
 For example:

 
 The report deriving the accuracy is from SCCM, it shows assets found in discovery that
were not already located in the ITAM database – this for example provides the compliance report

  

	3.7	Desktop Patch Level Compliance 

  

					
	Desktop Patch Level Compliance SL02– Service Level Agreement
	Objective		Desktop Patch Level Compliance

  

			
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	Desktop Patch Level Compliance SL02– Service Level Agreement
	Definition		The level of compliance of Patch updates to End User Devices connected to the Network for N-1 Patch release, where N is the current Patch release.
	Performance Target		 During transition phase, Supplier will determine the current Patch level and success rate for both Corporate and Retail devices
to discuss and agree Service Levels
 For Low and Medium category Patches - 95% patching within 90 days

For Critical and High Priority patches – As per the agreed time interval and GIS policy.

	
	Method
	Data Capture		SCCM 2012
	Exception		 Devices not connected to the network

Devices that cannot be accessed using SCCM 2012
 User manual
intervention preventing Patch to be deployed

	Measurement Interval		Monthly
	Method of Calculation		[(Total Number of Devices at N-1 Patch level) / Total Number of Devices)] x 100

  

	3.8	PC Image Update 

  

					
	Image Management – Key Performance Indicator
	Objective		PC Image Update
	Definition		The amount of time required to update, test, and Updates into an existing Core Image following discussions with LS&Co.
	Performance Target		 < 30 days for Applications Updates

< 60 days for Operating Systems related updates

	
	Method
	Data Capture		ServiceNow
	Measurement Interval		Monthly
	Method of Calculation		The duration of time between (i) Approval from LS&Co. to incorporate agreed Updates into the Core PC Image, and (ii) a new and fully tested Core PC Image is available for Deployment into the environment.

  

	3.9	Retail Deskside Support 

  

					
	Retail Store Services SL01– Service Level Agreement
	Objective		Retail Desk Side Support

  

			
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	Retail Store Services SL01– Service Level Agreement
	Definition		 Applies to hardware for which vendor provides Advanced Exchange and Field Dispatch Services:

 
 Priority 1 is defined as the entire store cannot transact

Priority 2 is defined as the store is able to transact at a degraded level, shipping receiving is impacted , impact to time entry (Manager PC)

		
	Performance Target		 Resolve Hardware Problem – Priority 1- 95% within 24 continuous hours at all LS&CO. Service Locations in the scenario wherein a
store personnel is available to troubleshoot. The duration for which Supplier will wait for a store personnel will not be counted against the time
  

The time waiting for 3rd party OEM to ship the device will not count against the time

 
 Resolve Hardware Problem – Priority 2 - 95% within 48 continuous hours at all
LS&CO. Service Locations in the scenario wherein a store personnel is available to troubleshoot. The duration for which Supplier will wait for a store personnel will not be counted against the time

 
 The time waiting for 3rd party to OEM
to ship the device will not count against the time
  
 Resolve Hardware Problem –
Priority 3 - 95% within 24 business hours at all LS&CO. Service Locations. Business hours are defined as Monday – Friday 8 a.m. to 5p.m. local store time.
  

Resolve Hardware Problem – Priority 4 - 95% within 40 business hours at all LS&CO. Service Locations

	
	Method
	Data Capture		ServiceNow tool
	Measurement Interval		Monthly
	Method of Calculation		 Continuous Hours between “Assigned” or “Reassigned” status, and “Resolved” or “Resolved/Contacted”
status
 Supplier to update Service Now with the relevant ticket status during the incident and request life cycle

  

			
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CONFIDENTIAL 

EXECUTION VERSION 

MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 3 

SERVICE LEVEL MANAGEMENT 

ATTACHMENT 3.3.4 

SERVICE LEVEL DEFINITIONS – INFORMATION TECHNOLOGY
SERVICES 
 SOC 

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EXECUTION VERSION 
  

 TABLE OF CONTENTS 

 

									
	 1.
		 Introduction
		 	1	  
				
			 1.1
		 General
		 	1	  
			 1.2
		 References
		 	1	  
			 1.3
		 Definitions
		 	1	  
			
	 2.
		 Critical Service Levels
		 	1	  
				
			 2.1
		 Resolution Service Level
		 	1	  
			 2.2
		 Critical Service Availability
		 	2	  
			
	 3.
		 Other Service Levels
		 	3	  
				
			 3.1
		 Response Service Level
		 	3	  
			 3.2
		 Service Requests Ticket Resolution Service Level
		 	4	  
			 3.3
		 Problem Ticket Resolution Service Level (Root Cause Analysis Submission)
		 	4	  
			 3.4
		 Individual Server Availability – Critical Services Environment
		 	5	  
			 3.5
		 Aggregated Server Availability
		 	6	  
			 3.6
		 Disaster Recovery Service Level for LSA:
		 	7	  
			 3.7
		 Disaster Recovery Service Level for LSE:
		 	7	  
			 3.8
		 Disaster Recovery Service Level for AMA:
		 	8	  
			 3.9
		 Key Performance Indicators
		 	8	  

  

			
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	1.	INTRODUCTION. 

  

	1.1	General. This Attachment describes each Service Level. For each Service Level this Attachment details the applicable Performance Target, the method for measuring the Service Level and the formula for calculating
achievement of the Performance Target. For each Critical Service Level, the Weighting Factor applicable at the Effective Date shall be as set forth in this Attachment. 

 

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

  

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

  

	2.	CRITICAL SERVICE LEVELS. 

  

	2.1	Resolution Service Level 

  

							
	 Resolution Service Level

	Objective	  	Resolution Service Level: This Service Level measures the Supplier’s effectiveness in resolving Incidents within the resolution time target as described below
				
	 Severity

levels
	  	 Resolution Time
	  	 Performance Target
	  	 Measurement

Interval

	Priority 1	  	4 clock hours	  	95%	  	Monthly
	Priority 2	  	8 clock hours	  	95%	  	Monthly
	Priority 3	  	72 clock hours	  	95% (To be baselined)	  	Monthly
	Priority 4	  	120 clock hours	  	95% (To be baselined)	  	Monthly

									
		
		 	Methods
	Data Capture	 	ITSM Tool (Service Now)
	 Method of

Calculation
	 	This Service Level is calculated as the ratio Incidents of a particular severity of that are resolved within the resolution time to total number of resolved Incidents of that severity level. Start time is when the
Incident is assigned to the Supplier and end time is the timestamp when the Incident is resolved and set to resolved status by the Supplier.
			
	 Exclusions
	 	 •
  
	 	 Support for any hardware or software that is end of service life will be best efforts only

 

	 	 •
  
	 	 All devices, which are not SNMP enabled or cannot be monitored using tools, will be excluded from service levels.

 

	 	 •
	 	 Time taken by Customer or Third-Party Vendors in resolving an Incident before it is assigned to the Supplier would be excluded
from Supplier’s resolution goal target

  

			
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	 Resolution Service Level

					
		 	•	  	OS version which are not supported by VMware would be supported on best effort basis only
			
	 Low Volume

Clause
	 	•	  	Low Volume Service Levels: In respect of any Service Level that has low volumes of data points in any given Measurement Interval (i.e., Service Levels where the number of measured data points occurring in a given Measurement
Interval is so low that a single failure would result in an Service Level Failure), supplier shall have the right to eliminate one (1) data point from the calculation of compliance with each such Service Level, as applicable.

  

	2.2	Critical Service Availability 

  

									
	Service Availability Service Level-Critical Service
	Objective	  	 To measure Service Availability. The Service Availability of Critical Services (SAP, Exchange etc.) Service Level measures
the availability of critical Service during Scheduled Uptime within the Measurement Interval. Critical Service shall be up and available to the intended Authorized Users and fully functioning as designed during Scheduled Uptime periods within the
Measurement Interval.
  
 This Service Level represents Availability per critical
Service. The Critical Services will need to be defined during transition.
  

“Available for Use” shall mean that the Service—is running so as to enable the proper execution of transactions on those Applications
that are scheduled to run on such Server and access to updated current data that is intended to be used in conjunction with such Applications.
  

“Service Scheduled Uptime” shall mean the number of minutes within the applicable Measurement Interval for the Service. For the avoidance of
doubt, Service Scheduled Uptime shall not include any scheduled outages.
  

“Service Downtime” shall mean the total time per calendar month out of the Scheduled Uptime, as measured in minutes that the Service for which
availability is being computed, is not Available for Use due to failover issues

					
	 Service

Category
	  	 Equipment/

Product Server
	  	 Service Hours
	  	 Measurement
Interval
	  	 Performance
Target

	Service Availability for Critical Service
	Service Availability	  	Critical Service availability	  	24x7x365	  	Monthly	  	99.94%
	
	Method
	 Data

Capture
	  	Systems Management Tool and/or ITSM tool & Monitoring System with inter-linkage to ITSM tool suite
	 Expected

Service
 Level

Performance
	  	On a 24x7 basis service uptime / availability
	 Hours of

measurement
	  	Measurement shall take place during the approved Scheduled Uptime for critical service environments during the Measurement Interval.

  

			
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	Service Availability Service Level-Critical Service

					
	 Method of

Calculation
	 	The “Service Availability of Critical Service” shall be calculated as Service Scheduled Uptime minus service Downtime, divided by service Scheduled Uptime with the result expressed as a percentage.
	 Exclusions
	 	  
 •
	  	  
 Schedule downtime would be excluded from the uptime commitment Service
Level

	 	  
 •
	  	  
 Server outages due to the factored beyond the control of the provider
would be excluded (Such as Hardware Failure, Bug-Fixes, natural disaster, Facilities etc.)

	 	  
 •
	  	  
 The application is architected for high availability &
resiliency

	 	  
 •
	  	  
 There is redundancy built in all layers of underlying infrastructure.
The servers should be available either in cluster mode or highly available through VMWare

	 	  
 •
	  	  
 Any downtime due to third parties outside of Supplier scope like
facilities

	 	  
 •
	  	  
 The Service Level would be applicable only for the failover Services

  

	3.	OTHER SERVICE LEVELS 

 The following Service Level’s
represent LS&Co.’s expectation of service delivery process time limits. Specific details of how these will be managed and reported will be determined as part of knowledge acquisition and transition 

 

	3.1	Response Service Level 

  

									
	Response Service Level
	Objective	 	Response Service Level: This Service Level measures the supplier’s effectiveness in responding to an incident within the response time target as described below
					
	 Severity

levels
	 	 Accept

assignment
	  	 Escalate/
Reassign
	  	 Performance

Target
	  	 Measurement

Interval

	Priority 1	 	10 minutes	  	30 minutes	  	95%	  	Monthly
	Priority 2	 	30 Min	  	1 clock hour	  	95%	  	Monthly
	Priority 3	 	4 clock hour	  	12 clock hours	  	95%	  	Monthly
	Priority 4	 	8 clock hours	  	30 clock hours	  	95%	  	Monthly

											
		
		 	Methods
	Data Capture	 	ITSM Tool (Service Now)
	Exclusions	 	  
 •
	  	  
 Support for any hardware or software that is end of service
life will be best efforts only

	 	  
 •
	  	  
 All devices, which are not SNMP enabled or cannot be
monitored using tools, will be excluded from service levels.

	 	  
 •
	  	  
 Time taken by Customer or Third-Party Vendors in resolving
an Incident before it is assigned to the Supplier would be excluded from Supplier’s resolution goal target

	 	  
 •
	  	  
 OS version which are not supported by VMware would be
supported on best effort basis only

	  
 Low Volume

Clause
	 	  
 •
	  	  
 Low Volume Service Levels: In respect of any Service Level
that has low volumes of data points in any given Measurement Interval (i.e., Service Levels where the

  

			
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	 Response Service Level

		 	number of measured data points occurring in a given Measurement Interval is so low that a single failure would result in an Service Level Failure), supplier shall have the right to eliminate one (1) data point from the calculation
of compliance with each such Service Level, as applicable.

  

	3.2	Service Requests Ticket Resolution Service Level 

  

					
	 Type
	  	 Service Level
	  	 
	Hardware rack/install	  	3 business days	  	
	OS Install	  	 1 business day for virtual
 5 business days for
physical (VMware)
	  	
	Server Readiness activities (Go-live)	  	5 business days	  	
	Server Decommission activities	  	5 business days	  	
	Storage Space	  	 1 business day (virtual),
 2 business days
(physical)
	  	
	Data Restores	  	30 minutes to initiate (Sev1, 2), 1 business day for all other (*all restores must be monitored until completion. Failures must be escalated)	  	
	Monitoring	  	1 business day	  	
	Backups	  	2 business days	  	
	VLAN/vSwitch	  	1 business day – (VMware & HP VC)	  	
	VM Resource Modifications (CPU/RAM)	  	3 business days	  	
	Security Audit/Inspection	  	5 business days	  	

  

	•	 	All other requests will have a 10 business day Service Level. 

  

	•	 	Service Request Ticket: Supplier will maintain 90% success rate in obtaining resolution of service request ticket assignments. 

 

	3.3	Problem Ticket Resolution Service Level (Root Cause Analysis Submission) 

  

					
	 Type
	  	 Service Level
	  	 
	Tier 1 systems	  	5 business days	  	
	Production systems (Non-Tier 1)	  	7 business days	  	
	Non-Prod systems	  	10 business days	  	

  

	•	 	Note: Supplier will provide RCA on problem tickets as necessary 

  

	•	 	 Problem Ticket: Supplier will maintain 90% success rate in obtaining resolution of problem ticket

  

			
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(RCA submission) assignments. It is expected that Supplier will provide enough L3 resources to achieve 90% success rate without requiring Levi’s engineering involvement. Engineering teams
will provide up to 10 hours per calendar month to assist as necessary. 

  

	3.4	Individual Server Availability – Critical Services Environment 

  

									
	 Individual Server Availability – (Critical Services Environment)

	Objective	  	 To measure Server Availability. The Individual Server Availability of Critical Service environment Service Level
measures the availability of individual Server during Scheduled Uptime within the Measurement Interval. Server shall be up and available to the intended Authorized Users and fully functioning as designed during Scheduled Uptime periods within the
Measurement Interval.
 This Service Level represents Availability per Server of critical Service environment

“Available for Use” shall mean that the Server—including the processor and associated storage devices, cabling, peripherals and other
equipment—is running properly so as to enable the proper execution of transactions on those Applications that are scheduled to run on such Server and access to updated current data that is intended to be used in conjunction with such
Applications.
 “System Scheduled Uptime” shall mean the number of minutes for a server within the applicable Measurement Interval for the
System. For the avoidance of doubt, System Scheduled Uptime shall not include any scheduled outages.
 “System Downtime” shall mean the
total time per calendar month out of the System Scheduled Uptime, as measured in minutes that the System for which availability is being computed, is not Available for Use

									
	 Service

Category
	  	 Equipment/

Product

Server
	  	 Service

Hours
	  	 Measurement

Interval
	  	 Performance Target

	 Individual Server Availability – Critical Services Environment

		  	Wintel Servers	  	24x7x365	  	Monthly	  	99%
	 Individual Server Availability
	  	Unix Servers	  	24x7x365	  	Monthly	  	99%
		  	Linux Servers	  	24x7x365	  	Monthly	  	99%

									
	Method
	Data Capture	  	Systems Management Tool and/or ITSM tool & Monitoring System with inter-linkage to ITSM tool suite
	Measurement Interval	  	Monthly
	Expected Service Level Performance	  	On a 24x7 basis server uptime / availability
	Hours of measurement	  	Measurement shall take place during the approved Scheduled Uptime for a Server environment during the Measurement Interval.

  

			
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	 Individual Server Availability – (Critical Services Environment)

	Method of Calculation	  	The “Individual Server Availability Service Level of Critical Service environment” shall be calculated, for Server, as System Scheduled Uptime minus System Downtime, divided by System Scheduled Uptime with the result
expressed as a percentage.
	Exclusions	  	 •       Server outages due to the factored beyond the
control of the provider would be excluded (Such as Hardware Failure, Bug-Fixes, natural disaster, Facilities etc.)
  

•       Schedule downtime would be excluded from the uptime commitment Service
Level

  

	3.5	Aggregated Server Availability 

  

									
	 Aggregated Server Availability – (Quality Assurance, Test & Development Servers)

	Objective	  	 To measure Service Availability. The Aggregated Server Availability of Quality Assurance, Test & Development
Servers Service Level measures the availability of Quality Assurance, Test & Development Servers during Scheduled Uptime within the Measurement Interval. Quality Assurance, Test & Development Servers shall be up and available to the
intended Authorized Users and fully functioning as designed during Scheduled Uptime periods within the Measurement Interval.
 This Service Level
represents an average Availability across all Quality Assurance, Test & development Servers.
 “Available for Use” shall mean that
the Server—including the processor and associated storage devices, cabling, peripherals and other equipment—is running properly so as to enable the proper execution of transactions on those Applications that are scheduled to run on such
Server and access to updated current data that is intended to be used in conjunction with such Applications.
 “System Scheduled Uptime”
shall mean the number of minutes within the applicable Measurement Interval for the System. For the avoidance of doubt, System Scheduled Uptime shall not include any scheduled outages.

“System Downtime” shall mean the total time per calendar month out of the System Scheduled Uptime, as measured in minutes that the System for
which availability is being computed, is not Available for Use

	 Service

Category
	  	 Equipment/

Product

Server
	  	 Service

Hours
	  	 Measurement

Interval
	  	 Performance target

	Aggregate Server Availability for Quality Assurance, Test & development Servers
	Aggregate Server Availability	  	Wintel Servers	  	24x7x365	  	Monthly	  	99.9%
	  	Unix Servers	  	24x7x365	  	Monthly	  	99.9%
	  	Linux Servers	  	24x7x365	  	Monthly	  	99.9%
	
	Method
	 Data Capture
	  	Systems Management Tool and/or ITSM tool & Monitoring System with inter-linkage to ITSM tool suite
	 Expected
	  	On a 24x7 basis server uptime / availability

  

			
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	 Aggregated Server Availability – (Quality Assurance, Test & Development Servers)

	 Service Level Performance
		
	 Hours of measurement
		Measurement shall take place during the approved Scheduled Uptime for all Servers environments during the Measurement Interval.
	Method of Calculation		The “Aggregate Server Availability of Quality Assurance, Test& Development Servers Service Level” shall be calculated, across all Quality Assurance Servers and Test & Development Servers, as System Scheduled
Uptime minus System Downtime, divided by System Scheduled Uptime with the result expressed as a percentage.
	 Exclusions
		 •       Server outages due to the factored beyond the
control of the provider would be excluded (Such as Hardware Failure, Bug-Fixes, natural disaster, Facilities etc.)
  

•       Schedule downtime would be excluded from the uptime commitment Service
Level

  

	3.6	Disaster Recovery Service Level for LSA: 

 As new applications are brought into DR for LSA and LSE, they
need to be architected for below RTO/RPO and need to be baselined. 
  

			
	 Service Level Objective – RTO/RPO for LSA

	 Objective
		
	 Performance Target
		 RPO – 1 Hr.
 RTO – 6 Hr.

DR Drills – Half Yearly –(full blown DR exercises)

	 Method

	 Data Capture
		To be Decided
	 Measurement Interval
		Half Yearly
	 Method of Calculation
		To be Decided
	 Exclusion
		 •       RTO/RPO is agreed for critical applications
only.
  

•       RTO/RPO will be met for DR testing as well.

  

	3.7	Disaster Recovery Service Level for LSE: 

  

	•	 	Below Service Levels which are not met currently, Supplier will baseline the Service Level as per MSA and post that Service Level’s target would be set 

 

	
	 Service Level Objective – RTO/RPO for LSE

	 Objective

  

			
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	 Service Level Objective – RTO/RPO for LSE

	 Performance Target
		 RPO – 1 Hr.
 RTO – 6 Hr.

DR Drills – Half Yearly

	 Method

	 Data Capture
		To be Decided
	 Measurement Interval
		Half Yearly
	 Method of Calculation
		To be Decided
	 Exclusion
		 •       RTO/RPO is agreed for critical applications
only
  

•       RTO/RPO will be met for DR testing as well.

  

	3.8	Disaster Recovery Service Level for AMA: 

  

	•	 	AMA does not have a DR facility right now hence below Service Level will be applied once DR for AMA is ready 

  

			
	 Service Level Objective – RTO/RPO for AMA

	 Objective
		
	 Performance Target
		 RPO – 48 Hr.
 RTO – 24 Hr.

DR Drills – Half Yearly

	 Method

	 Data Capture
		To be Decided
	 Measurement Interval
		Half Yearly
	 Method of Calculation
		To be Decided
	 Exclusion
		 •       RTO/RPO is agreed for critical applications
only.
  

•       AMA has below four critical applications (DWH, Just Enough,
Manugistics & Raymark)
  

•       RTO/RPO will be met for DR testing as well.

  

	3.9	Key Performance Indicators 

 The following key performance indicators have been agreed upon between the
Parties as of the Effective Date. 
  

			
	 Managed Server Provisioning
		 95% within 30 Min for Virtual Server (Using VMware templates)

95% within 4 Hr. for Physical Server

	 Managed Storage Provisioning
		95% within 8 Business Hour

  

			
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	Backup Success Rate	  	Minimum 98.5%, Expected 99.0%

 Security Patch Deployment Service Level 
  

							
	 Environment
	  	 Low Risk
	  	 High Risk
	  	 Immediately Critical
Risk

	PCI	  	30 days	  	14 days	  	7 days
	DMZ	  	30 days	  	14 days	  	7 days
	SOX	  	90 days	  	14 days	  	7 days
	All others	  	90 days	  	14 days	  	7 days

  

	•	 	Security Patch Compliance: Outstanding patch count shall not exceed 1 patch per total server count. For example, if the number of supported servers = 1,000, Supplier may have up to 1,000 outstanding security
patches at any given time. 

  

	•	 	All documentation will be retained in LS&Co. owned repository 

  

	•	 	LS&Co. reserves the right to interview/screen tech leads in each discipline prior to assignment. It is expected that tech leads will then sign off on remaining/additional resources to ensure they meet expected
standards. 

  

	•	 	All resources should be proficient in English, both verbal and written. 

  

			
	LS&Co. – Attachment 3.3.4 – Service Level Definitions - SOC	  	Page 9

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MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 3 

SERVICE LEVEL MANAGEMENT 

ATTACHMENT 3.3.5 

SERVICE LEVEL DEFINITIONS – INFORMATION TECHNOLOGY
SERVICES 
 SERVICE DESK 

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 TABLE OF CONTENTS 

 

									
	1.		Introduction		 	1	  
				
			1.1		General		 	1	  
			1.2		References		 	1	  
			1.3		Definitions		 	1	  
			
	2.		Critical Service Levels		 	1	  
				
			2.1		First Level Resolution		 	1	  
			2.2		Average Speed to Answer - Voice		 	2	  
			2.3		Call Abandon Rate – Phone Response Time		 	2	  
			2.4		Web/E-mail Response Time		 	2	  
			2.5		Escalation to Tier 2 or Higher		 	3	  

  

									
	LS&Co. – Attachment 3.3.1 – Service Level Definitions - Service Desk		Page i

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	1.	INTRODUCTION. 

  

	1.1	General. This Attachment describes each Service Level. For each Service Level this Attachment details the applicable Performance Target, the method for measuring the Service Level and the formula for calculating
achievement of the Performance Target. For each Critical Service Level, the Weighting Factor applicable at the Effective Date shall be as set forth in this Attachment. 

 

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

  

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

  

	2.	CRITICAL SERVICE LEVELS. 

  

	2.1	First Level Resolution 

  

			
	 Service Desk SL01– Service Level Agreement

		
	Objective		First Level Resolution (To be baselined)
		
	Definition		First Level Resolution is a measure of a service desk’s ability to resolve incidents & Service Requests at Level 1, without having to escalate the ticket to Level 2 , Level 3 (internal IT professionals in applications,
networking, the data center, or elsewhere), Field Support, or Supplier support
		
	Performance Target		 a.      0-12 months – 45% of all IT Incidents / Requests
reported to Service Desk.
  

b.      Year 2 onwards - 65% of all IT Incidents / Requests reported to Service Desk.
This will be discussed and mutually agreed
  
 Continuous improvement program shows
progress over time.

	Method		
		
	Data Capture		ServiceNow
		
	Measurement Interval		Monthly
		
	Method of Calculation		Number of tickets resolved on the first contact / Total Number of contacts received by the service desk

  

			
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	2.2	Average Speed to Answer - Voice 

  

			
	 Service Desk SL02– Service Level Agreement

		
	Objective		Average Speed to Answer – Voice
		
	Definition		The period of time measured from the moment the end user’s last automated menu selection in IVR and is placed in the call queue, to the time an agent answers the phone call, measured in seconds
		
	Performance Target		90% of calls to be answered in =< 30 seconds
	
	Method
		
	Data Capture		Service Desk ACD,
		
	Measurement Interval		Monthly
		
	Method of Calculation		Number of calls answered in <30 seconds / total no. of calls received by the service desk during that period – Calls which are abandoned by the user in <=15 seconds

  

	2.3	Call Abandon Rate – Phone Response Time 

  

			
	 Service Desk SL03– Service Level Agreement

		
	Objective		Call Abandon Rate – Phone Response Time
		
	Definition		All inbound calls presented to the queue that have waited for a service desk analyst for equal to or greater than 30 seconds.
		
	Performance Target		<5% of all voice contacts
	
	Method
		
	Data Capture		Service Desk ACD
		
	Measurement Interval		Monthly
		
	Method of Calculation		Number of abandoned calls (calls that enter the queue and “hang up”) / total no. of calls reached to the service desk

  

	2.4	Web/E-mail Response Time 

  

			
	 Service Desk SL04– Service Level Agreement

		
	Objective		Web/E-mail Response Time
		
	Definition		Average Time to respond: notification to end-user submission received
		
	Performance Target		90% within 4 hour during business hours of operation
	
	Method
		
	Data Capture		ServiceNow
		
	Measurement Interval		Monthly
		
	Method of Calculation		Number of Web/E-Mail tickets responded in <4 hours / total no.

  

			
	LS&Co. – Attachment 3.3.1 – Service Level Definitions – Service Desk		Page 2

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	 Service Desk SL05– Service Level Agreement

			of tickets received by the service desk during that period

  

	2.5	Escalation to Tier 2 or Higher 

  

			
	 Service Desk SL05– Service Level Agreement

		
	Objective		Escalation to Tier 2 or higher
		
	Definition		Issues / Requests that cannot be resolved by Service Desk needs to be escalated to respective groups
		
	Performance Target		90% of calls to be escalated in =< 30 minutes
		
	Method		
		
	Data Capture		ServiceNow
		
	Measurement Interval		Monthly
		
	Method of Calculation		Number of tickets that are escalated to respective resolver groups in <30 minutes / total no. of tickets that are escalated by the service desk during that period

  

			
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MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 3 

SERVICE LEVEL MANAGEMENT 

ATTACHMENT 3.3.6 

SERVICE LEVEL DEFINITIONS – INFORMATION TECHNOLOGY
SERVICES 
 SECURITY 

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 TABLE OF CONTENTS 

 

							
	1		Introduction		1
				
			1.1		General		1
			1.2		References		1
			1.3		Definitions		1
			
	2.		Critical Service Levels		1
				
			2.1		Resolution Service Level		1
			
	3.		Other Service Levels		2
				
			3.1		Response Service Levels		2
			3.2		Additional Service Levels		2

  

									
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	1.	INTRODUCTION. 

  

	1.1	General. This Attachment describes each Service Level. For each Service Level this Attachment details the applicable Performance Target, the method for measuring the Service Level and the formula for calculating
achievement of the Performance Target. For each Critical Service Level, the Weighting Factor applicable at the Effective Date shall be as set forth in this Attachment. 

 

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

  

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

  

	2.	CRITICAL SERVICE LEVELS. 

  

	2.1	Resolution Service Level 

  

							
	 Resolution Service Level

		
	Objective	  	Resolution Service Level: This Service Level measures the Supplier’s effectiveness in resolving Incidents within the resolution time target as described below
	 Severity

levels
	  	 Resolution Time
	  	 Performance Target
	  	 Measurement Interval

	 Priority 1
	  	4 clock hours	  	95%	  	Monthly
	 Priority 2
	  	8 clock hours	  	95%	  	Monthly
	 Priority 3
	  	72 clock hours	  	95% (To be baselined)	  	Monthly
	 Priority 4
	  	120 clock hours	  	95% (To be baselined)	  	Monthly
		
		  	Methods
		
	Data Capture	  	ITSM Tool (Service Now)
		
	Method of Calculation	  	This Service Level is calculated as the ratio of particular severity of Incidents that are resolved in time to total number of Incidents of that severity level with the result expressed as a percentage. Start time is
when the Incident is assigned to the Supplier and end time is the timestamp when the Incident is resolved and set to resolved status by the Supplier.
		
	Low Volume Clause	  	 •       Low Volume Service Levels: In respect of any Service Level that has low
volumes of data points in any given Measurement Interval (i.e., Service Levels where the number of measured data points occurring in a given Measurement Interval is so low that a single failure would result in an Service Level Failure), supplier
shall have the right to eliminate one (1) data point from the calculation of compliance with each such Service Level, as applicable.

  

									
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	3.	OTHER SERVICE LEVELS 

 The following Service Level’s
represent LS&Co.’s expectation of service delivery process time limits. Specific details of how these will be managed and reported will be determined as part of knowledge acquisition and transition in accordance with Exhibit 8.

  

	3.1	Response Service Levels 

  

									
	 Response Service Level
  

	Objective	  	Response Service Level: This Service Level measures the supplier’s effectiveness in responding to an incident within the response time target as described below
	 Severity

levels
	  	 Accept

assignment
	  	 Escalate/

Reassign
	  	 Performance

Target
	  	 Measurement

Interval

	Priority 1	  	10 minutes	  	30 minutes	  	95%	  	Monthly
	Priority 2	  	30 Min	  	1 clock hour	  	95%	  	Monthly
	Priority 3	  	4 clock hour	  	12 clock hours	  	95%	  	Monthly
	Priority 4	  	8 clock hours	  	30 clock hours	  	95%	  	Monthly
					
		  		  	Methods	  		  	
	Data Capture	  	ITSM Tool (Service Now)
		
	 Low
 Volume

Clause
	  	 •       Low Volume Service Levels: In respect of any Service Level that has low
volumes of data points in any given Measurement Interval (i.e., Service Levels where the number of measured data points occurring in a given Measurement Interval is so low that a single failure would result in an Service Level Failure), supplier
shall have the right to eliminate one (1) data point from the calculation of compliance with each such Service Level, as applicable.

  

	3.2	Additional Service Levels 

 Firewalls: Add, remove and modify
routing, security policies as per LS&Co.’s business requirement and firewall standard practices. Service Level=5 business days 

Web Content Filtering: The Service Level for filter changes is <3 business days.  

VPN: Supplier will create and deploy and modify VPN profiles based on user requirements (Service Level=5 business
days).  
 VPN New certificates will be created and delivered within 2 business days.  

Applications Security and Software Scanning: Supplier to follow the Service Level defined and agreed for Web application scan reports

  

									
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MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 3 

SERVICE LEVEL MANAGEMENT 

ATTACHMENT 3.3.7 

SERVICE LEVEL DEFINITIONS – INFORMATION TECHNOLOGY
SERVICES 
 APPLICATIONS 

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 TABLE OF CONTENTS 

 

									
	 1.
		Introduction.		 	1	  
				
			1.1		General		 	1	  
			1.2		References		 	1	  
			1.3		Definitions		 	1	  
			
	 2.
		Critical Service Levels.		 	1	  
				
			2.1		Incident Management Resolution SLAs (non eCommerce)		 	1	  
			2.2		Incident Management Resolution SLAs (eCommerce)		 	1	  
			
	 3.
		Other Service Levels		 	2	  
				
			3.1		Incident Management Response SLAs (non eCommerce)		 	3	  
			3.2		Incident Management Escalation/Transfer SLAs (non eCommerce)		 	3	  
			3.3		Problem Management RCA SLAs		 	3	  
			3.4		Change Management Enhancement SLAs		 	4	  
			3.5		eCommerce Incident Management Response SLAs		 	5	  
			
	 4.
		Key Performance Indicators		 	6	  

  

			
	LS&Co. – Attachment 3.3.7 – Service Level Definitions - Applications		Page i

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	1.	INTRODUCTION. 

  

	1.1	General. This Attachment describes each Service Level. For each Service Level this Attachment details the applicable Performance Target, the method for measuring the Service Level and the formula for calculating
achievement of the Performance Target. For each Critical Service Level, the Weighting Factor applicable at the Effective Date shall be as set forth in this Attachment. 

 

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

  

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

  

	2.	CRITICAL SERVICE LEVELS. 

  

	2.1	Incident Management Resolution Service Levels (non eCommerce) 

  

									
	 Service
 Level

Measure
	  	 Resolution

Time
	  	 Performance

Goal
	  	 Performance

Target
	  	 Measurement Interval

	 Priority 1
	  	4 clock hours	  	100%	  	99% (To be baselined)	  	Monthly
	 Priority 2
	  	8 clock hours	  	100%	  	97% (To be baselined)	  	Monthly
	 Priority 3
	  	4 Calendar days	  	100%	  	95%	  	Monthly
	 Priority 4
	  	7 Calendar days	  	To be Baselined	  	To be Baselined	  	Monthly
	 Data Capture
	  	ITSM Tool (Service Now)
	 Method of Calculation
	  	 (Total number of Priority N (N=1,2,3 or 4) incidents resolved within Resolution time within the measurement interval / Total
number of Priority N (N=1,2,3 or4) incidents resolved within the measurement interval) * 100%
  

Note: Resolution Time = Incident Resolved time - Incident Assigned time

  

	2.2	Incident Management Resolution Service Levels (eCommerce) 

  

											
	 Service
 Level

Measure
	  	 Resolution

Time
	  	 Performance

Goal
	  	 Performance

Target
	  	 Measurement

Interval
	  	 Calculation Method

  

			
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	 Service
 Level

Measure
	  	 Resolution

Time
	  	 Performance

Goal
	  	 Performance

Target
	  	 Measurement

Interval
	  	 Calculation Method

	Priority 1	  	20 clock minutes	  	100%	  	99% (To be
Baselined)	  	Monthly	  	(Total number of
P1 incidents
resolved within
Resolution Time
within the
measurement
interval / Total
number of P1
incidents
resolved within
the measurement
 interval) *
100%Note: Resolution
Time = Incident
Resolved time -
Incident
Assigned time

	Urgent Incident (P2)	  	3 clock hours	  	To be Baselined	  	To be Baselined	  	Monthly	  	To be calculated
Under P2
resolution,
ServiceNOW to
be configured
specifically for
Ecommerce
Service Levels
	Standard Incident (P3)	  	12 incident support hours	  	To be Baselined	  	To be Baselined	  	Monthly	  	To be calculated
Under P3
resolution,
ServiceNOW to
be configured
specifically for
Ecommerce
Service Levels
	Data Capture	  	 Jira (Until such time as ServiceNow is implemented to capture the details)

ITSM Tool (ServiceNow)

  

	3.	OTHER SERVICE LEVELS 

 The following Service
Levels represent LS&Co.’s expectation of service delivery process time limits. Specific details of how these will be managed and reported will be determined as part of knowledge acquisition and transition in accordance with the requirements
in Exhibit 8. 

  

			
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	3.1	Incident Management Response Service Levels (non eCommerce) 

  

									
	 Service
 Level

Measure
	  	 Response Time
	  	 Performance

Goal
	  	 Performance

Target
	  	 Measurement Interval

	Priority 1	  	15 clock minutes	  	100%	  	99% (To be baselined)	  	Monthly
	Priority 2	  	30 clock minutes	  	100%	  	97% (To be baselined)	  	Monthly
	Priority 3	  	1 Calendar day	  	100%	  	95%	  	Monthly
	Priority 4	  	2 Calendar Day	  	100%	  	90%	  	Monthly
	Data Capture	  	ITSM Tool (ServiceNow)
	Method of Calculation	  	 (Total number of Priority N (N=1,2,3 or 4) resolved incidents responded within Response time within the measurement interval /
Total number of Priority N (N=1,2,3 or 4) incidents resolved within the measurement interval) * 100%
  

Note: Response Time = Incident Acknowledged time - Incident Assigned Time

  

	3.2	Incident Management Escalation/Transfer SLAs (non eCommerce) 

  

									
	 Service
 Level

Measure
	  	 Escalation/Transfer

Time
	  	 Performance

Goal
	  	 Performance

Target
	  	 Measurement

Interval

	Priority 1	  	30 clock minutes	  	To be Baselined	  	To be Baselined	  	Monthly
	Priority 2	  	1 clock hours	  	To be Baselined	  	To be Baselined	  	Monthly
	Priority 3	  	2 Calendar Day	  	To be Baselined	  	To be Baselined	  	Monthly
	Priority 4	  	4 Calendar days	  	To be Baselined	  	To be Baselined	  	Monthly
	Method of Calculation	  	(Total Number of Priority N (N=1,2,3 or 4) Incidents Escalated within Escalation/Transfer Time/Total Number of Priority N (N=1,2,3 or 4) Incidents Escalated)*100%

  

	3.3	Problem Management RCA Service Levels 

  

			
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	 Service
 Level

Measure
	  	 Target Time
	  	 Performance

Goal
	  	 Performance

Target
	  	 Measurement

Interval

	Priority 1	  	3 Calendar days	  	100%	  	99% (To be baselined)	  	Monthly
	Priority 2	  	5 Calendar days	  	100%	  	97% (To be baselined)	  	Monthly
	Priority 3	  	15 Calendar days	  	100%	  	95%	  	Monthly
	Data Capture	  	ITSM Tool (ServiceNow)
	Method of Calculation	  	 (Total number of Priority N (N=1,2,3 or 4) problems resolved within Target time within the measurement interval / Total number
of Priority N (N=1,2,3 or 4) Problems resolved within the measurement interval) * 100%
  

Note: Resolution Time = Problem Resolved time - Problem Assigned time A problem is considered to be resolved once RCA is submitted

  

	3.4	Change Management Enhancement Service Levels 

  

											
	 Service
 Level

Measure
	  	 Target

Time
	  	 Performance

Goal
	  	 Performance

Target
	  	 Measurement

Interval
	  	 Calculation Method

	Applications promoted to production error free	  	To be Baselined	  	100%	  	97%	  	Monthly	  	(Total number of Resolved Enhancement CRs without any post production defects within the measurement interval / Total number of Enhancement CRs resolved within the measurement interval) * 100%
	Enhancements delivered on schedule	  	To be Baselined	  	100%	  	95%	  	Monthly	  	(Total number of Resolved Enhancement CRs where Actual Implementation date <= Planned Implementation date

  

			
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	 Service
 Level

Measure
	  	 Target

Time
	  	 Performance

Goal
	  	 Performance

Target
	  	 Measurement

Interval
	  	 Calculation Method

		  		  		  		  		  	within Target time within the measurement interval / Total number of Enhancement CRs resolved within the measurement interval) * 100%
	Turnaround enhancements estimates (effort)	  	5 Calendar days	  	100%	  	95%	  	Monthly	  	(Total number of Enhancements requests responded within the target time/ Total number of Enhancements requests received within the measurement interval) * 100%
	Data Capture	  	ITSM Tool (ServiceNow)

  

	3.5	eCommerce Incident Management Response Service Levels 

  

											
	 Service Level

Measure
	  	 Response

Time
	  	Performance
Goal	  	Performance
Target	  	Measurement
Interval	  	Calculation Method
	Critical Incident (P1)	  	7 minutes	  	To be Baselined	  	To be Baselined	  	Monthly	  	To be calculated
Under P1
response,
ServiceNOW to
be configured
specifically for
Ecommerce
Service Levels
	Urgent Incident (P2)	  	15 minutes	  	To be Baselined	  	To be Baselined	  	Monthly	  	To be calculated
Under P2
response,
ServiceNOW to
be configured
specifically for
Ecommerce
Service Levels

  

			
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	 Service Level

Measure
	  	 Response

Time
	  	 Performance

Goal
	  	 Performance

Target
	  	 Measurement

Interval
	  	 Calculation Method

	 Standard Incident (P3)
	  	30 minutes	  	To be Baselined	  	To be Baselined	  	Monthly	  	To be calculated Under P3 response, ServiceNOW to be configured specifically for Ecommerce Service Levels
	 Data Capture
	  	 •       Jira (Till ServiceNow is implemented
to capture the details)
  

•       ITSM Tool (Service Now)

  

	4.	KEY PERFORMANCE INDICATORS 

 The following key performance
indicators have been agreed upon between the Parties as of the Effective Date. Supplier shall measure and report on its performance of these key performance indicators in accordance with the requirements for Service Levels. 

 

											
	 S. No
	  	 Service Area
	  	 KPI
	  	 KPI Type
	  	 Measurement

Interval
	  	 Calculation Method

	 1
	  	Incident Management	  	Incident Aging for Priority 2 incidents	  	Quantitative	  	Monthly	  	Percentage of IT Priority 2 Incidents during a Measurement Interval that are Not Restored/Restored by Supplier within the required period vs Total no of P2 incidents.
	 2
	  	Incident Management	  	Incident Aging for Priority 3 incidents	  	Quantitative	  	Monthly	  	Percentage of IT Priority 3 Incidents during a Measurement Interval that are Not Restored/Restored by Supplier within the required period vs Total no of P3 incidents.
	 3
	  	Incident Management	  	Number of avoidable incidents	  	Quantitative	  	Monthly	  	Measured as # of incidents caused by CR implemented.
	 4
	  	Problem Management	  	Problems Aging for Priority 1 incidents	  	Quantitative	  	Monthly	  	Percentage of IT Priority 1 Problems during a Measurement Interval that are Not Restored/Restored by Supplier within the

  

			
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											required period vs Total no of P1 Problems.
	5		Problem Management		Problems Aging for Priority 2 incidents		Quantitative		Monthly		Percentage of IT Priority 2 Problems during a Measurement Interval that are Not Restored/Restored by Supplier within the required period vs Total no of P2 Problems
	6		Problem Management		Problems Aging for Priority 3 incidents		Quantitative		Monthly		Percentage of IT Priority 2 Problems during a Measurement Interval that are Not Restored/Restored by Supplier within the required period vs Total no of P3 Problems
	7		Change Management		Number of Emergency change requests implemented		Quantitative		Monthly		No of Emergency CRs implemented in the Measurement Interval
	8		General		Number of Escalations on quality of service		Quantitative		Monthly		No of Escalation in the Measurement Interval. To be maintained in a separate tracker
	Data Capture		ITSM Tool (ServiceNow)

  

			
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MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 3 

SERVICE LEVEL MANAGEMENT 

ATTACHMENT 3.3.8 

SERVICE LEVEL DEFINITIONS – INFORMATION TECHNOLOGY 

TESTING COE 

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 TABLE OF CONTENTS 

 

									
	 1.
		 Introduction
		 	1	  
				
			 1.1
		 General
		 	1	  
			 1.2
		 References
		 	1	  
			 1.3
		 Definitions
		 	1	  
			
	 2.
		 Critical Service Levels
		 	1	  
			
	 3.
		 Other Service Levels
		 	1	  
			
	 4.
		 Key Performance Indicators
		 	1	  

  

			
	LS&Co. – Attachment 3.3.8 – Service Level Definitions – Testing COE		Page i

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	1.	INTRODUCTION. 

  

	1.1	General. This Attachment describes the Service Levels to be tracked for TCoE. For each Service Level, this Attachment details the objective of the Service Level along with the method for calculation.

  

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

  

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

  

	2.	CRITICAL SERVICE LEVELS. 

 Pursuant to
Section 2.6 of Exhibit 8 the Parties will define, during Knowledge Acquisition, any Critical Service Levels that are to apply to the performance of the Testing Services on and from the Commencement Date (which Critical Service
Levels will be subject to the terms of this Exhibit 3). 
  

	3.	OTHER SERVICE LEVELS. 

 Pursuant to
Section 2.6 of Exhibit 8 the Parties will define, during Knowledge Acquisition, any Other Service Levels that are to apply to the performance of the Testing Services on and from the Commencement Date (which Critical Service Levels
will be subject to the terms of this Exhibit 3). 
  

	4.	KEY PERFORMANCE INDICATORS 

 The following
key performance indicators will be measured for TCoE: 
  

			
	 KPI01:– Quality

	Objective		To measure effectiveness of Supplier’s testing of Releases
	Definition		Defect leakage to Production with Severity 1 for testing done by Supplier.
	Method
	Data Capture		Those Severity 1 (Critical) defect leakages into Production which are fixed shall be measured until 3 months from the Go-live date, for every Release, by gathering the data from the applicable Incident/Ticket Management System in
Production
	Measurement Interval		Monthly
	Method of Calculation		Only Fixed (Resolved with Code Change) defects from

  

			
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	 KPI01:– Quality

			 Incident/Ticket Management System in Production would be gathered on weekly basis.

Defects approved to be outstanding for Go-live or Defects relating to aspects that could not be tested in the Test Environment or which were not part of the
approved test set or not attributed to performance issues, would not be covered under this Service Level.

	Performance Target		Expected and minimum level of defects slippage shall be 0 (ZERO)
	 KPI 02:– Schedule

	Objective		To measure Schedule adherence of Supplier testing team
	Definition		Schedule Slippage is calculated using the formulae => {(Actual Duration - Estimated Duration)/Estimated Duration} *100
	Method
	Data Capture		Slippage of schedule for each test release conducted by Supplier shall be measured by gathering data from Project Plan/Test Plan/HP Quality Center. Only the final milestone (test execution completion) shall be considered
for measuring schedule slippage. Intermediate milestones/dates of testing will not be considered for measuring schedule slippage.
	Measurement Interval		Monthly
	Method of Calculation		Schedule Slippage is calculated using the formulae => {(Actual Duration - Estimated Duration)/Estimated Duration} *100. Approved revised schedule or schedule slippage reasons not attributable to Supplier’s
testing team would not be covered under this Service Level.
	Performance Target		Expected and the minimum level of schedule slippage for each release shall be - 95%
	KPI03: Test Planning Accuracy
	Objective		To ensure that Supplier delivers test cases as planned.
	Definition		Test Cases for which creation is planned versus test cases actually created.
	Method
	Data Capture		 During the regression test case development planning:

			
			  •    		Supplier will determine the number of test cases needed by the start of the test phase, based on requirements;
			
			  •		Supplier will document all test cases in the Quality Center and will report test case creation progress against the plan.
	Measurement Interval		Weekly or at LS&Co.’s REQUEST
	Method of Calculation		Test cases created/test cases for which creation was planned
	Performance Target		95% of planned test cases are created as scheduled
	KPI 04: Test Execution Accuracy
	Objective		To ensure that Supplier executes test cases as planned.
	Definition		Test Cases planned to execute versus test cases actually executed.

  

			
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	 KPI01:– Quality
				
	Method
	Data Capture		 During the test case execution planning:

			
			  •    		Supplier will determine the number of regression test cases needed to execute by the start of the test phase, based upon requirements;
			
			  •    		Supplier will track all test case execution in the Quality Center and report test case execution progress against the plan
	Measurement Interval		Daily or at LS&Co.’s REQUEST
	Method of Calculation		 Test cases executed/test cases planned to be executed
  

Exclusion: Any test case not executed based upon mutual agreement between both parties.

	Performance Target		95% of planned test cases are executed as scheduled

  

			
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MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 3 

SERVICE LEVEL MANAGEMENT 

ATTACHMENT 3.4 

SERVICE LEVEL DEFINITIONS – CUSTOMER SERVICE
SERVICES 

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 TABLE OF CONTENTS 

 

									
	1.		Introduction		 	1	  
				
			1.1		General		 	1	  
			1.2		References		 	1	  
			1.3		Definitions		 	1	  
			 1.4
		 Completion of Service Level Definitions
		 	1	  
			
	 2.
		 Critical Service Levels
		 	1	  
				
			 2.1
		 Order Capture
		 	1	  
			 2.2
		 Order Requiring Resolutions
		 	3	  
			 2.3
		 Order Dispute Resolutions
		 	6	  
			 2.4
		 Chargebacks
		 	6	  
			 2.5
		 Returns and Cancellations Caused by Errors
		 	7	  
			 2.6
		 Customer Satisfaction
		 	8	  
			 2.7
		 Reporting
		 	9	  

  

			
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	1.	INTRODUCTION. 

  

	1.1	General. This Attachment describes each Service Level. For each Service Level this Attachment details the applicable Performance Target, the method for measuring the Service Level and the formula for calculating
achievement of the Performance Target. For each Critical Service Level, the Weighting Factor applicable at the Effective Date shall be as set forth in this Attachment. 

 

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

  

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

  

	1.4	Completion of Service Level Definitions. The Service Levels included in this Attachment at the Effective Date reflect the Parties best efforts to define the applicable Service Levels for the Service (and
applicable Performance Targets and Service Level Credits). After the Effective Date the Parties shall work in good faith with each other to finalize the list of Service Levels in this Attachment (and the associated Performance Targets and Service
Level Credits) that will be applicable to Supplier’s performance of the Services after the applicable Commencement Date. Despite the foregoing, the Parties agree that this Attachment shall not be amended without the mutual written agreement of
both Parties. 

  

	2.	CRITICAL SERVICE LEVELS. 

  

	2.1	Order Capture 

  

			
	Customer Service SL01:CS – Timeliness of Manual Order Capture
	Objective		On-time response on all manual order types
	Definition		Manual orders entered in system within two hours from the time of receipt of the order, (during the working window) 99% of the time. This will be calculated for manual orders coming via phone, email and e-faxes.
	Method
	Data Capture		Base))), SAP
	Measurement Interval		Daily
	Method of Calculation		TAT – Order receipt to order entry
	Performance Target		Performance Target is achieved when 99% of manual orders are entered system within 2 hours from the time of receipt of order (during the working window)
		
	Metric Type		Critical Service Level
	
	Customer Service SL02:CS – Manual Order Capture Accuracy
	Objective		Order entry accuracy
	Definition		Ensure orders are inputted correctly with–

  

			
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	Customer Service SL02:CS – Manual Order Capture Accuracy
			 99% order accuracy.
  

Definition of Accuracy:
 A manual order is
considered “accurate” if it is complete and error-free

	Method
	Data Capture		Base))) extracts
	Measurement Interval		Weekly
	Method of Calculation		 Captured through the measurement interval:

(Total manual orders without errors / Total manual orders)*100
  

Percent of orders without entry defects.
  

1. 50% of manual orders will be checked throughout the stabilization phase.
  

2. Post stabilization, if the following criteria is met, then the % of manual checks will be reduced by 10% every month until only 15% of manual orders are
checked:
  

i.       All performance targets set forth in this document are met

 
 ii.      Mutual
agreement between LS&Co. and Supplier to reduce % of manual orders checked
  
 3. Over
the duration of the contract, 15% of all manual orders will be checked unless non-compliance charges increased by more than 10% of historical charges. In this scenario, the number of manual checks will be temporarily increased to 25% until these
non-compliance charges are reduced to below 10% of historical charges.

	
	Performance Target
	Performance Target		Performance Target is achieved when 99% of orders are correctly entered
	Metric Type		Critical Service Level
	
	Customer Service SL02:CS – Timeliness of EDI Order Capture
	Objective		Timeliness of EDI Order Capture
	Definition		 Validate that EDI orders are transmitted as per customer schedule
  

Definition of Customer Schedule:
 Customer Schedule
by region will be provided during TA / KA
  

	Method
	Data Capture		Base))) extracts, customer schedule
	Measurement Interval		Weekly
	Method of Calculation		 Captured through the measurement interval:

(Total EDI orders transmitted as per schedule / Total EDI orders)*100
  

Percent of orders without any transmission delays. 100% of EDI

  

			
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	Customer Service SL02:CS – Timeliness of EDI Order Capture
			orders will be checked.
	Performance Target
	Performance Target		Performance Target is achieved when 99.5% of EDI orders are correctly transmitted
		
	Metric Type		Critical Service Level
	
	Customer Service KPI04: CS – Order to Delivery Cycle Time
	Objective		Measure the order to delivery note cycle time on all orders.
	Definition		Average order to delivery note cycle time on all orders.
	Method
	Data Capture		 SAP – RDD, actual delivery time
 Base)))
– Action history

	Measurement Interval		Monthly
	Method of Calculation		 Calculate difference between EDI and Manual orders:
  

1) EDI: Tracked based on SAP order date (time stamped) at the time of receipt
  

2) Manual: Capture date and time stamp on emails from Base))) and SAP (delivery note)

	
	Performance Target
	Performance Target		Process measure
	Metric Type		KPI (promotable)

  

	2.2	Order Requiring Resolutions 

  

			
	Customer Service SL03:CS – Timeliness of EDI and Manual Order Issue Resolution
	Objective		Timeliness of order issues resolution (EDI and Manual)
	Definition		 Blocks/errors resolved or escalated to retained organization within 2 hours from identification of the errors (based on time stamp) 99.5% of
the time.
  
 Definition of Escalation and Identification:

“Escalation” should be on an exception basis. List of potential escalations will be provided as guidance during KA.

 
 “Identification” timing is based on the time stamp when the issue is raised.
Errors may include issues identified on excel, fax, email orders which can’t be entered into SAP to issues encompassing the order once it is within the SAP (Manual / EDI)

	Method
	Data Capture		SAP, Base)))
	Measurement Interval		Daily
	Method of Calculation		Captured through the measurement interval:

  

			
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	Customer Service SL03:CS – Timeliness of EDI and Manual Order Issue Resolution
			(Total orders with blocks or errors resolved or escalated within 2 hours from identification of the errors / Total orders with blocks or errors)*100
	Performance Target
	Performance Target		Performance Target is achieved when all blocks/errors are resolved or escalated to retained organization within 2 hours from identification of the errors (during the working window) 99.5% of the time
		
	Metric Type		Critical Service Level
	
	Customer Service SL04:CS – Timeliness of Block / Removal Resolutions Post Approval
	Objective		Timeliness of TAT – block removal/issue resolution post approval from retained organization
		
	Definition		 Block removal/issue resolution within 2 hours post approval from the retained organization (based on time stamp) 99.5% of the time.

 
 Definition of Escalation and Identification:

“Escalation” should be on an exception basis. List of potential escalations will be provided as guidance during KA.

 
 “Identification” timing is based on the time stamp when the issue is raised.
Errors may include issues identified on excel, fax, email orders which can’t be entered into SAP to issues encompassing the order once it is within the SAP (Manual / EDI)

	Method
	Data Capture		SAP, Base)))
	Measurement Interval		Daily, weekly, monthly
	Method of Calculation		 Captured through the measurement interval:

(Total orders with blocks or issue resolution approval from retained organization resolved within 2 hours from notification / Total orders with blocks or issue
resolution approval from retained organization)*100

	Performance Target
	Performance Target		Performance Target is achieved when orders with blocks or issue resolution approval from retained organization are resolved within 2 hours from notification 99.5% of the time
	Metric Type		Critical Service Level
	
	Customer Service SL05a:CS – Query Resolution Timeliness (Calls)
	Objective		Timeliness of query resolution for calls Received

  

			
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	Customer Service SL05a:CS – Query Resolution Timeliness (Calls)
	Definition		 % call queries responded within the agreed timeframe
  

Definition of Responded and Timeframe:
 A query is
considered “responded” if it is resolved, pended or routed as per the appropriate handoffs. Calls cannot be put on hold – calls that are put on hold are not considered a “response” and will be calculated against the
Performance Target.
  
 Timeframe call response is 20 seconds or less.

	Method
	Data Capture		ACD Switch report, Base))) Workflow, and Underlying LS&Co. Technology Framework Suite
		
	Measurement Interval		Daily (reported weekly)
		
	Method of Calculation		(Queries responded within agreed timeframe / Total queries handled)*100
	Performance Target
	Performance Target		Performance Target is achieved when 98% of queries are responded within the timeframe
	Metric Type		Critical Service Level
	
	Customer Service SL05b:CS – Query Resolution Timeliness (Emails)
	Objective		Timeliness of query resolution for emails Received
	Definition		 Monitor the inbound queries received in mailboxes being responded within threshold.

 
 Definition of Responded and Threshold:

A query is considered “responded” if it is resolved, pended or routed as per the appropriate handoffs.

 
 To be within “threshold,” urgent emails have to be responded within to within 30
minutes. Non-urgent emails can be responded within 2 hours. All urgent emails received post 5 PM local country time zone have to be responded 30 minutes post start of business hours the next day while non-urgent emails have to be responded within 2
hours post start of business hours the next day.

	Method
	Data Capture		ACD Switch report, Base))) Workflow
	Measurement Interval		Daily
	Method of Calculation		(Total emails answered within threshold / Total inbound emails received)*100
	Performance Target

  

			
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	Customer Service SL05b:CS – Query Resolution Timeliness (Emails)
	Performance Target		 Performance Target is achieved when 99% of urgent emails are answered within threshold of 30 minutes. For the remaining 1% emails,
Performance Target is achieved when they are answered within threshold of 45 minutes.
  

Performance Target is achieved when 95% of non-urgent emails are answered within threshold of 2 hours

	Metric Type		Critical Service Level

  

	2.3	Order Dispute Resolutions 

  

			
	Customer Service SL07:CS – UDM Dispute Identification
	Objective		UDM Dispute Identification
	Definition		Supplier to check UDM disputes in SAP on a daily basis.
	Method
	Data Capture		SAP, Base))), UDM
	Measurement Interval		Daily
	Method of Calculation		TAT – Dispute/Chargeback received to resolution/escalation
	Performance Target
	Performance Target		Process Measure
		
	Metric Type		KPI

  

			
	Customer Service SL07:CS – UDM Dispute Resolution / Escalation
	Objective		UDM Dispute Resolution or Escalation
	Definition		Escalate UDM disputes to retained organization with all the supporting documents to support or reject the disputes within 48 hours of receipt 99.5% of the time.
	Method
	Data Capture		SAP, Base))), UDM
	Measurement Interval		Daily
	Method of Calculation		(UDM dispute from receipt to resolution or escalation completed within 48 hours / Total UDM disputes)*100
	Performance Target
	Performance Target		Performance Target is achieved when UDM disputes are resolved or escalated to retained organization within 48 hours (during the working window) 99.5% of the time
		
	Metric Type		Critical Service Level

  

	2.4	Chargebacks 

  

			
	Customer Service SLA08: CS – Chargeback As a Percentage of Sales
	Objective		Not to exceed chargeback currently performed in country.

  

			
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	Customer Service SLA08: CS – Chargeback As a Percentage of Sales
	Definition		Chargebacks percentage attributed to OM errors, incompletion or other order mistakes. Chargeback measurement will be pegged to a percentage of sales as per historical performance in that region.
	Method
	Data Capture		SAP Disputes – Values, Reasons Code, SAP Report, internal report from F&A, chargeback value and % reduction of chargeback from quarter to quarter.
	Measurement Interval		Monthly, Quarterly
		
	Method of Calculation		 Captured through the measurement interval:

(Chargeback amount / Total sales value)*100

	Performance Target
	Performance Target		 Performance Target is achieved when chargeback is at or less than TBD% captured on a quarterly basis

 
 [The percentage is to be determined during TA / KA where data is available. It will
vary based on geographic locations – US, UK, etc. Where data is not available, a baseline period is to be set up to determine the % of chargeback over sales]

		
	Metric Type		Critical Service Level

  

			
	Customer Service SLA06: CS – Chargeback Reduction
	Objective		 Continue to reduce the % of chargebacks in country to be in line with LSUS’ % of chargeback achieved in 2014. The objective is to
minimize the overall % of chargebacks.
  
 [Specific % reduction measured on a
quarterly basis to be confirmed during TA / KA. Any changes to the percentages has to be mutually agreed upon]

	Definition		% of chargeback threshold as per LSUS % of chargeback achieved in 2014
	Method
	Data Capture		SAP Disputes – Values, Reasons Code
		
	Measurement Interval		Monthly
		
	Method of Calculation		SAP Report, internal report from F&A, chargeback value and % reduction of chargeback from quarter to quarter
	Performance Target
	Performance Target		Process Measure
		
	Metric Type		Critical Service Level

  

	2.5	Returns and Cancellations Caused by Errors 

  

			
	Customer Service SLA09: CS – Returns Caused by OM Error

  

			
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	Customer Service SLA09: CS – Returns Caused by OM Error
	Objective		No return attributable to OM or customer service errors, delays or incompletion.
	Definition		 Monitor and report returns made because of customer service input errors.

 
 Definition of Errors:

An order is considered erroneous if it contains mistakes, is delayed or is incomplete.

	Method
	Data Capture		 SAP - # of orders / units returns, return reasons, value of return
  

Base))) – Action history

	Measurement Interval		Monthly
	Method of Calculation		(Total number of returns / Total number of orders) * 100
	
	Performance Target
	Performance Target		Performance Target is achieved when there is less than 0.5% return resulting from OM errors, delays or incompletion
		
	Metric Type		Critical Service Level

  

			
	Customer Service KPI07: CS – Order Cancellation Caused by OM Error
	Objective		No cancellation attributable to OM handling errors, delays, or incompletion.
	Definition		 Cancellations attributed to OM errors, delays or incompletion. No cancellation without knowing the reason category, increase accountability
and agent should own the order for complete order lifecycle.
  
 Definition of
Errors:
 An order is considered erroneous if it contains mistakes, is delayed or is incomplete.

	Method
	Data Capture		 SAP - # of orders cancelled, cancellation reasons, value of orders

Base))) – Action history

	Measurement Interval		Monthly
	Method of Calculation		(Total number of cancellations / Total number of orders) * 100
	
	Performance Target
	Performance Target		Performance Target is achieved when there is less than 0.5% cancellation resulting from OM errors, delays or incompletion
		
	Metric Type		SLA

  

	2.6	Customer Satisfaction 

  

			
	Customer Service SL05: CS – Customer Satisfaction Survey

  

			
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	Customer Service SL05: CS – Customer Satisfaction Survey
	Objective		Customer experience CSAT
	Definition		To measure the satisfaction of LS&Co. customer accounts and sales team and record their experience and feedback on timeliness and quality of the service.
	Method
	Data Capture		Through internal/external survey mechanism
		
	Measurement Interval		Monthly (after one year, move to quarterly)
		
	Method of Calculation		 Number of satisfied customers / number of customers responding to survey created by Supplier and aligned with LS&Co.

 
 A scoring system to evaluate the survey will be put in place. Performance Target has to be
calculated based on survey responses that would cover a number of metric mutually agreed on with LS&Co.

	Performance Target
	Performance Target		 Performance Target: TBD
  

[Survey template and scoring mechanism to be finalized during TA / KA.]

	Metric Type		Critical Service Level

  

	2.7	Reporting 

  

			
	Customer Service SL01:CS – Report Control Timeliness
	Objective		Timely creation and delivery of internal report control requests
	Definition		 Timely submission, refreshment and distribution of reports in line with agreed cadence.

 
 Definition of Timely:

A report submission is considered “timely” if it is submitted within the timeline stipulated by the retained organization. A schedule of reporting
cadence will be provided during TA / KA.

	Method
	Data Capture		Base))) data extract (time stamps)
	Measurement Interval		Monthly
	Method of Calculation		# of reports delivered on time / total # of reports generated
	Performance Target
	Performance Target		Performance Target is achieved when 95% of all reports are delivered on time
	Metric Type		Critical Service Level

  

			
	Customer Service SL01:CS – Ad Hoc Report Control Timeliness
	Objective		Timely creation and delivery of ad hoc report requests

  

			
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	Customer Service SL01:CS – Ad Hoc Report Control Timeliness
	Definition		 Timely submission, refreshment and distribution of reports in line with the request of the ad hoc report.

 
 Definition of Timely:

A report submission is considered “timely” if it is submitted within the timeline stipulated by the retained organization during the
request.

	Method
	Data Capture		Base))) data extract (time stamps)
	Measurement Interval		Monthly
	Method of Calculation		# of ad hoc reports delivered on time / total # of ad hoc reports generated
	
	Performance Target
	Performance Target		Performance Target is achieved when 95% of all ad hoc reports are delivered on time
		
	Metric Type		Critical Service Level

  

			
	Customer Service SL02:CS – Report Control Accuracy
	Objective		Report control accuracy
		
	Definition		 All reports generated for submission, refreshes and distribution are accurate

 
 Definition of Accurate:

A report is considered “accurate” if it is complete and error-free.

	Method
	Data Capture		Base)))
	Measurement Interval		Monthly
	Method of Calculation		# of accurate reports delivered / total # of reports generated
	Performance Target
	Performance Target		Performance Target is achieved when 99% of all reports are accurate
	Metric Type		Critical Service Level

  

			
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MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 3 

SERVICE LEVEL MANAGEMENT 

ATTACHMENT 3.5 

SERVICE LEVEL DEFINITIONS – CONSUMER RELATIONS
SERVICES 

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 TABLE OF CONTENTS 

 

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

  

			
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	1.	INTRODUCTION. 

  

	1.1	Purpose. This Attachment describes each Service Level applicable to the Consumer Relations Services. For each Service Level this Attachment details the applicable Performance Target, the method for measuring the
Service Level and the formula for calculating achievement of the Performance Target. For each Critical Service Level, the Weighting Factor applicable at the Effective Date shall be as set forth in this Attachment. 

 

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

  

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

  

	2.	FINALIZATION OF SERVICE LEVEL DEFINITIONS. 

The Parties acknowledge and agree that this Attachment 3.5 has not been completed as of the Effective Date. Accordingly, the
Parties agree that they shall continue to negotiate and finalize this Attachment 3.5 in good faith, with the goal of promptly completing this Attachment 3.5 (but in no event later than the end of Knowledge Acquisition) and
incorporating the completed Attachment 3.5 into the Agreement. The completed Attachment 3.5 shall be incorporated into the Agreement by means of an addenda executed by both Parties, with such completed
Attachment 3.5 being effective as of the Effective Date (and without the requirement for additional consideration with respect to the finalization of Attachment 3.5 and execution of the addenda). 

  

			
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MASTER SERVICES AGREEMENT* 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 4 

PRICING 

 

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

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 TABLE OF CONTENTS 

 

									
	 1.
		Introduction		 	1	  
				
			1.1		General		 	1	  
			1.2		References		 	1	  
			1.3		Certain Definitions		 	1	  
			
	 2.
		Charges Generally		 	3	  
				
			2.1		Summary of Charges		 	3	  
			2.2		Assumed Efficiencies		 	4	  
			2.3		Personnel Projection Matrix; Management of Resources		 	4	  
			2.4		No Other Charges		 	4	  
			2.5		Proration		 	4	  
			2.6		Billing Regions; Currency		 	4	  
			2.7		Supplier Tools		 	5	  
			2.8		LS&Co. Tools		 	5	  
			2.9		Bundle 2 Pricing		 	6	  
			2.10		Volume Discount		 	6	  
			
	 3.
		Transition Charges		 	6	  
				
			3.1		Transition Charges		 	6	  
			3.2		Payment of Charges Following Transition		 	7	  
			3.3		Transition Investment		 	7	  
			
	 4.
		Utility/Consumption Pricing		 	7	  
				
			4.1		Application		 	7	  
			4.2		Resource Volumes; Actual RUs		 	7	  
			4.3		Base Charge		 	7	  
			4.4		Volume Bands; ARC Rates; RRC Rates		 	8	  
			4.5		Calculation of ARCs for Resource Baselines		 	8	  
			4.6		Calculation of RRCs for Resource Baselines		 	8	  
			4.7		Substantial Volume Change		 	8	  
			
	 5.
		FTE-Based Charges		 	9	  
				
			5.1		Workforce Charges		 	9	  
			5.2		Base Workforce		 	9	  
			5.3		Year over Year Productivity Gains		 	10	  
			5.4		Resources and Resource Baselines		 	10	  
			5.5		Volume Fluctuations		 	10	  
			5.6		Ongoing Changes in FTEs		 	11	  
			5.7		Completion of FTE Increments, Resource Definitions and Resource Baselines		 	12	  
			5.8		Conversion of Pricing to Consumption Pricing		 	12	  
			
	 6.
		Pass-Through Expenses		 	13	  
				
			6.1		General		 	13	  
			6.2		Services and Materials		 	13	  

  

			
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			6.3		Requirements for Pass-Through Expenses		 	13	  
			6.4		Rebates		 	14	  
			
	 7.
		Cost of Living Adjustments.		 	14	  
			
	 8.
		Chargeable Project Support		 	14	  
				
			8.1		Chargeable Project Support		 	14	  
			8.2		Estimates		 	15	  
			8.3		Payment-Based Milestones		 	15	  
			8.4		Fixed Fee		 	15	  
			8.5		Time and Materials Charges		 	15	  
			8.6		Termination of a Work Order		 	16	  
			8.7		Volume Discount		 	16	  

  

			
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	1.	INTRODUCTION. 

  

	1.1	General. This Exhibit sets forth the methodology for calculating all Charges for Services provided under the Agreement. 

  

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

  

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

  

	 	(a)	“Actual RUs” has the meaning given in Section 4.2. 

  

	 	(b)	“Additional Resource Charge” or “ARC” means a resource charge for LS&Co.’s use or consumption of a Resource above the applicable Resource Baseline, as such charge is set forth
in this Exhibit 4. 

  

	 	(c)	“Annual Productivity Gains” has the meaning given in Section 5.3. 

  

	 	(d)	“ARC Rate” means the amount payable for each ARC. 

  

	 	(e)	“Base Workforce” has the meaning given in Section 5.1. 

  

	 	(f)	“Billing Region” has the meaning given in Section 2.6(a). 

  

	 	(g)	“Chargeable Project Support” means the performance of Project-related activities that have been approved by LS&Co. in accordance with the Agreement. 

 

	 	(h)	“Consumption Pricing” has the meaning given in Section 4.1. 

  

	 	(i)	“Deadband” means for a Resource a band of plus or minus 10% from the Resource Baseline for that Resource. For the purposes of the foregoing: (i) the upper end of the Deadband shall be calculated as
the largest whole number included within the Deadband percentage, and (ii) the lower end of the Deadband shall be calculated as the smallest whole number included within the Deadband percentage. 

 

	 	(j)	“Fixed Fee” has the meaning given in Section 8.2. 

  

	 	(k)	 “FTE” means the equivalent of an individual who spends a specified number of Productive Hours providing the Services per year. 1 FTE
correlates to such number of Productive Hours but may be comprised of (i.e., the Productive Hours may be provided by) more than 1 individual and the applicable number of FTEs shall be specified in decimal numbers if the corresponding yearly
Productive 

  

			
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Hours are not multiples of the number of Productive Hours specified. For each Region, the number of Productive Hours for a Service Category shall be the Productive Hours specified for that Region
in the applicable Pricing Table. 

  

	 	(l)	“FTE Increment” has the meaning given in Section 5.5. 

  

	 	(m)	“LS&Co. Tools” has the meaning given in Section 2.8. 

  

	 	(n)	“Milestone Amount” has the meaning given in Section 8.3. 

  

	 	(o)	“Monthly Workforce Charge” has the meaning given in Section 5.1. 

  

	 	(p)	“Overhead Functions” means non-chargeable functions that are provided by Supplier as part of Supplier’s overall project management and contract management, except to the extent that such functions
are stated in the Agreement as being separately chargeable for Projects. The costs of such functions are included within the Base Charges (as well as the ARC Rates and RRC Rates) and the Rates. The cost of such functions shall not be charged
separately and shall not constitute a Project. 

  

	 	(q)	“Payment Based Milestone” means a milestone agreed to by the Parties in a Work Order that shall, upon completion and acceptance in accordance with Exhibit 5, result in Supplier’s
entitlement to invoice the Charges agreed to by the Parties and associated with the milestone. 

  

	 	(r)	“Personnel Projection Matrix” means the personnel projection matrix set forth in the applicable Pricing Table which defines the number of Supplier Staff performing specific Services in each month.

  

	 	(s)	“Pricing Table” means for a Service Category the portion of this Exhibit 4 that defines the Charges for the Services provided by Supplier for that Service Category, the Rates applicable to
any New Services and Projects for that Service Category, and such other information as is necessary to determine the changes to the Charges as a result of increases or decreases in the amount of the Services provided hereunder according to
LS&Co.’s demand for the Services. 

  

	 	(t)	“Productive Hours” means the number of hours worked by Supplier Staff performing the applicable Services, excluding non-productive time (such non-productive time includes travel, vacation, holiday,
training, education, marketing, administrative staff meetings, medical leave, military leave and Overhead Functions). 

  

	 	(u)	“Project Spend” has the meaning given in Section 8.7. 

  

	 	(v)	“Rates” has the meaning given in Section 8.1. 

  

			
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	 	(w)	“Reduced Resource Credit” or “RRC” means a credit for LS&Co.’s use or consumption of a Service below a Resource Baseline, as such credit is set forth in this
Exhibit 4. 

  

	 	(x)	“Resource” means the unit of measure identified by Service Category that are used to measure the volume of Services consumed by LS&Co. The volume of Services being consumed by LS&Co. for each
Resource shall be measured by counting the number of Resource Units in accordance with the requirements in the Agreement and in the applicable Pricing Table. 

  

	 	(y)	“Resource Baseline” means, for each Resource, the monthly volume of Resource Units defined in the applicable Pricing Table. Resource Baselines reflect the quantity of Resource Units that are included in
the Base Charges for a specified Resource. 

  

	 	(z)	“Resource Unit” or “RU” means the unit of measurement for a Resource, as such unit of measurement is defined in the applicable Pricing Table. 

 

	 	(aa)	“RRC Rate” means the amount credited to LS&Co. for each RRC. 

  

	 	(bb)	“Supplier Tools” has the meaning given in Section 2.7. 

  

	 	(cc)	“Spike Notice” has the meaning given in Section 5.5(c). 

  

	 	(dd)	“Substantial Change” has the meaning given in Section 4.7. 

  

	 	(ee)	“Substantial Workforce Change” has the meaning given in Section 5.6. 

  

	 	(ff)	“Unit Rate” means, with respect to a Service charged on an FTE basis, the rate set forth in the applicable Pricing Table for a single FTE. Where multiple bands are set forth in the applicable Pricing
Table for an FTE, the Unit Rate in a month shall be the amount for a single FTE set forth in the applicable Pricing Table for the band in which the count of FTEs falls in that month. 

 

	 	(gg)	“Volume Band” means the volume bands above or below a Resource Baseline; as specified for each Resource in the applicable Pricing Table. 

 

	2.	CHARGES GENERALLY. 

  

	2.1	Summary of Charges. The Charges for the Services for each month shall include: 

  

	 	(a)	Any Transition Charges due during the applicable month; 

  

	 	(b)	The monthly Base Workforce Charge for each Service Category, subject to the adjustment of that Base Workforce Charge for changes in applicable FTE Increments, all as determined in accordance with Section 5;

  

	 	(c)	Pass-Through Expenses; 

  

			
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	 	(d)	Charges as otherwise set forth in Pricing Tables and/or the Agreement; and 

  

	 	(e)	Charges for Chargeable Project Support. 

  

	2.2	Assumed Efficiencies. Supplier has made certain assumptions regarding reductions in costs and other efficiencies that Supplier shall achieve and such efficiencies and assumptions are reflected in the
Charges. Supplier agrees that it assumes the risk of the validity of these assumptions such that Supplier delivers the volume and types of Services described in the Agreement for the Charges associated with those Services. In addition, LS&Co.
shall not be charged any additional amounts due to Supplier’s failure to accomplish or complete these efficiencies. If, at any time during the Term, there is insufficient Supplier Staff to properly perform the Services in accordance with the
Agreement as a result of Supplier’s failure to achieve the productivity improvements and other efficiencies, Supplier shall (a) provide any additional support (e.g., additional Supplier Staff) necessary to perform such Services in
accordance with the Agreement at no additional cost to LS&Co.; and (b) cross-train Supplier Staff with respect to the Services so that Supplier can shift Supplier Staff to properly perform the Services. 

 

	2.3	Personnel Projection Matrix; Management of Resources. The Personnel Projection Matrix sets forth the anticipated number of Supplier Staff who will be allocated to the provision of the Services within a particular
Service Category. Nothing on the Personnel Projection Matrix shall relieve Supplier of the obligation to provide the Services in accordance with the Agreement and Supplier is solely responsible for managing its resources so as to provide the
Services in compliance with the Agreement irrespective of the number of Supplier Staff and other resources required to provide the Services. Supplier shall utilize and manage the billable resources used to perform Services efficiently.

  

	2.4	No Other Charges. The Charges calculated in accordance with this Agreement are the only amounts payable by LS&Co. to Supplier in relation to the subject matter of this Agreement and no other
charges, or expenses, costs or other amounts incurred by Supplier in performing the Services and its other obligations pursuant to this Agreement shall be additionally chargeable to LS&Co. Any Services that do not have a specific identified
charge or a methodology for calculating a specific Charge shall not be separately chargeable by Supplier. Supplier confirms that there is no cross-subsidization between Service Categories. 

 

	2.5	Proration. If any period in which any payment is made is less than the full period in respect of which the payment is due, then the payment shall be prorated on a daily basis based on the number of
days in the actual period. 

  

	2.6	Billing Regions; Currency. 

  

	 	(a)	 For each region (whether a single country or grouping of multiple countries) specified in the table below (each a “Billing Region”),
Supplier shall provide invoices in accordance with this Exhibit 4 and the Agreement in the country 

  

			
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specified below for that Billing Region to the LS&Co. address specified for that invoice. 

  

											
	 Billing Region
	  	Invoiced Entity	  	Fee Allocation	 	 	Currency	 
	 LSA (the Americas, North & South)
	  	Levi Strauss & Co.	  	 	60	% 	 	 	U.S. Dollars	  
				
	 LSE (all of Europe, including Russia)
	  	Levi Strauss & Co.
Europe SCA	  	 	25	% 	 	 	U.S. Dollars	  
				
	 AMA = Asia, the Middle East & Africa
	  	Levi Strauss
Asia Pacific
Division Pte	  	 	15	% 	 	 	U.S. Dollars	  

  

	 	(b)	The Fees to be invoiced in each Billing Region for each Service Category shall be in the proportion specified by LS&Co. in its sole discretion from time to time (which proportion represents the Services delivered
with respect to each Billing Region). The proportion as at the Effective Date is set forth in the table in Section 2.6(a) under the column titled “Fee Allocation.” Where agreed to by the Parties, Supplier may issue invoices in
a Billing Region using the agreed to Supplier Affiliate in the specified Billing Region. 

  

	 	(c)	Unless otherwise stated in the table above, all references to payments or credits in this Agreement refer to payments or credits in U.S. dollars. The risk of foreign exchange fluctuations has been included in the
Charges. Supplier shall not vary or adjust any of the Charges as a result of any fluctuation in any foreign exchange rate. 

  

	2.7	Supplier Tools. The one-time and ongoing cost and expenses for: (a) the tools of Supplier set forth in each Statement of Work; (b) tools used by Supplier to provide the Services and any other tools that
are required by Supplier in order to deliver the Services to LS&Co. (except to the extent that such a tool is specified as the responsibility of LS&Co. in the applicable Statement of Work); and (c) such other tools as the Parties agree
shall be provided by Supplier as part of a New Service, Change or Project, are included within the Charges (collectively “Supplier Tools”). LS&Co. shall not be responsible for additional costs and expenses related to any
Supplier Tools (including the implementation, operation, or update of Supplier Tools (including any new release, update or enhancement to that Supplier Tool or the replacement of that Supplier Tool with an alternative software platform)). For
clarity, the Charge includes the cost of all resources required by Supplier to perform the responsibilities of Supplier with respect to Supplier Tools (and as such responsibilities are more specifically defined in each Statement of Work).

  

	2.8	LS&Co. Tools. The tools licensed, leased or owned by LS&Co. from a third party and used in connection with the provision of the Services are set forth in the applicable 

  

			
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Statement of Work (“LS&Co. Tools”). LS&Co. shall make available to Supplier the number and type of licenses for each LS&Co. Tool specified in the applicable Statement
of Work (and as used by LS&Co. for the performance of the applicable Services) at or prior to the Commencement Date. If, during the Transition Period, Supplier determines that there are tools that are licensed, leased or owned by LS&Co. and
used by LS&Co. for the performance of the Services at the Effective Date that are not listed in the applicable Statement of Work, then Supplier shall promptly notify LS&Co. of such tools and, upon agreement of the Parties, such tools shall
be added to the Statement of Work and upon such addition shall be deemed to form part of the LS&Co. Tools. If Supplier requires additional licenses of, or a different type of license for, the LS&Co. Tools beyond those held by LS&Co. at
the Effective Date and used by LS&Co. for the performance of the Services at the Effective Date then the cost and expense of such additional or different licenses shall be to Supplier’s account. If, as a result of LS&Co.’s increase
in the demand for Services, Supplier determines that it requires additional licenses for the LS&Co. Tools beyond those held by LS&Co. and used by LS&Co. for the performance of the Services then Supplier shall promptly notify LS&Co.
of the requirement for such additional licenses and the cost and expense of additional licenses determined to be required by the Parties for the performance of the Services shall be to LS&Co.’s account. 

 

	2.9	Bundle 2 Pricing. The Charges and Transition Charges specify the price associated with the performance of each of the Bundle 2 elements. Supplier shall not be entitled to any Transition Charges or ongoing Charges
associated with a Bundle 2 element until such time as LS&Co. notifies Supplier of LS&Co.’s decision to transfer the responsibility for the provision of the Bundle 2 element to Supplier (in which case such Charges shall only be payable
in accordance with this Exhibit 4). 

  

	2.10	Volume Discount. With the exception of spend on Projects completed pursuant to Section 8 and the New Services (both of which shall be subject to, and included within the calculation of,
the volume discount pursuant to Section 8.7) and Pass-Through Expenses, all amounts chargeable under the Agreement shall be reduced by [****]*. The foregoing reflects the
discount committed by Supplier with respect to the award of the business pursuant to the Agreement, including any future business or increases in the scope of the business. 

 

	3.	TRANSITION CHARGES. 

  

	3.1	 Transition Charges. The Transition Charges are set forth in Exhibit 8. Each of the fixed Transition Charges are allocated in
Exhibit 8 to the achievement by Supplier of a specific Transition Milestone. Supplier shall invoice LS&Co. for each such Transition Charge in the month immediately following the month in which LS&Co. accepts Supplier’s
completion of a Transition Milestone. If Supplier fails to achieve the Transition Milestone, then Supplier shall not invoice LS&Co. for such Transition Charge until such Transition Milestone is accepted by LS&Co. There are no separate or
additional Charges or other expenses for the Transition Services and the Transition Charges include all Pass-Through Expenses incurred by Supplier (or Supplier Staff) in 

  

			
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connection with the performance of such Transition Services, including Pass-Through Expenses associated with travel and lodging. 

 

	3.2	Payment of Charges Following Transition. LS&Co. shall not have any obligation to pay any Charges with respect to any Services (or a part of those Services) that are to be provided following Transition until
all of the Transition Milestones applicable to such Services (or the applicable part of those Services) have been accepted by LS&Co. 

  

	3.3	Transition Investment. [****]*, Supplier will invest, to its own account, in the performance of the Transition Services. At the Effective Date, the
projected total investment towards such Transition Services is [****]*. Supplier shall not be entitled to charge LS&Co. with respect to any such investment amounts, provided, however,
that such investment amounts are included within the Termination Charges payable pursuant to Section 24.1 of the Agreement (that is, where LS&Co. terminates the Agreement (a) for convenience pursuant to Section 23.1
of the Agreement or (b) as a result of a change in control of LS&Co. pursuant to Section 23.2 of the Agreement). 

  

	4.	UTILITY/CONSUMPTION PRICING. 

  

	4.1	Application. The methodology set forth in this Section 4 applies to those Services which are to be charged on a consumption or utility basis (“Consumption Pricing”). As of the
Effective Date, Consumption Pricing does not apply to any of the Services to be performed by Supplier after the completion of the initial Transition Period. To the extent that the Parties agree to convert at a future date any of the charges under
this Agreement to Consumption Pricing pursuant to Section 5.8 (or the Parties agree that New Services shall be charged using Consumption Pricing), the terms and conditions in this Section 4 shall apply to such Charges.

  

	4.2	Resource Volumes; Actual RUs. Supplier shall measure, track and report on the number of Resource Units utilized and authorized by LS&Co. for each Resource (“Actual RUs”) in accordance with
the Resource Unit definition. Supplier shall not include in the Actual RUs Resource Units that were (a) consumed by Supplier or Supplier Agents in performing Supplier’s obligations under the Agreement; (b) utilized by Supplier in
providing the Services that were meant to have been consolidated, reduced or eliminated in accordance with Supplier’s obligations in the Agreement; (c) expended in performing Overhead Functions; or (d) excluded in the Agreement from
the count of Actual RUs. Supplier shall provide LS&Co. with details about Actual RUs, historical and forecast, on a monthly basis and provide explanations for variances beyond historical and forecast trends. If the Actual RUs for a Resource
decrease to a volume of zero, there will be no ongoing Charges for that Resource. 

  

	4.3	Base Charge. The monthly Base Charge applicable to each Resource is set forth in the applicable Pricing Table. The Base Charge for a Resource reflects the Charges applicable to the quantity of Resource Units
included in the Resource Baseline for that Resource. The Base Charge shall be computed on a monthly basis and prorated for any partial month in accordance with Section 2.5. 

  

			
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	4.4	Volume Bands; ARC Rates; RRC Rates. The ARC Rates and RRC Rates that will be used to calculate the ARCs and RRCs for each month depend on the Volume Band within which Actual RUs for each Resource fall for the
applicable month. Where the applicable Pricing Table reflects a Volume Band as a percentage, (a) the upper end of the Volume Band shall be calculated as the largest whole number included within the Volume Band percentage, and (b) the lower
end of the Volume Band shall be calculated as the smallest whole number included within the Volume Band percentage. The ARC Rate and RRC Rate for each Volume Band apply to Resource Units that fall within those Volume Bands. ARCs and RRCs shall be
calculated using the ARC Rate or RRC Rate applicable to that Resource in the month the ARC or RRC was incurred. The ARC Rates and RRC Rates are set forth, by Volume Band, in the applicable Pricing Table. For all Resources, the ARC Rate and RRC Rate
shall be the same within the same Volume Band. Supplier shall calculate and record Actual RUs, ARCs and RRCs each month. On the 10th business day of each month, Supplier shall provide LS&Co. with a report detailing the Actual RUs, ARCs and RRCs
in the prior month. 

  

	4.5	Calculation of ARCs for Resource Baselines. If Actual RUs in a calendar month for a Resource are greater than the applicable Resource Baseline for such Resource, then LS&Co. shall pay Supplier an Additional
Resource Charge equal to: 

  

	 	(a)	for each complete Volume Band (if any) between the Actual RUs and the Resource Baseline for such Resource, the product of the ARC Rate for the applicable Volume Band multiplied by the number of Resource Units in that
Volume Band; and 

  

	 	(b)	for the Volume Band within which the Actual RUs fall, the product of the ARC Rate for the applicable Volume Band multiplied by the difference between the Actual RUs for the Resource for that month and the bottom of the
Volume Band. 

  

	4.6	Calculation of RRCs for Resource Baselines. If Actual RUs in a calendar month for a Resource are less than the applicable Resource Baseline for such Resource, then Supplier shall credit LS&Co. with a Reduced
Resource Credit equal to: 

  

	 	(a)	for each complete Volume Band (if any) between the Actual RUs and the Resource Baseline for such Resource, the product of the RRC Rate for the applicable Volume Band multiplied by the number of Resource Units in that
Volume Band; and 

  

	 	(b)	for the Volume Band within which the Actual RUs fall, the product of the RRC Rate for the applicable Volume Band multiplied by the difference between the Actual RUs for the Resource for that month and the top of the
Volume Band. 

  

	4.7	Substantial Volume Change. In the event that the consumption of a Resource decreases or increases more than 50% in the aggregate from the Resource Baseline and such changes persist for a 90-day period, or either
party expects such changes to persist for a 90-day period (each such instance, a “Substantial Change”), then either Party may elect to negotiate an equitable adjustment to the Base Charges for that Resource to reflect such

  

			
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change. Such adjustments shall be based on Supplier’s costs (and related profit) that either: (a) can be eliminated if the Substantial Change results in a decrease in LS&Co.’s
consumption of services; or (b) are unavoidably incurred by Supplier in the event a Substantial Change results in an increase in LS&Co.’s consumption of the services notwithstanding Supplier’s reasonable efforts to avoid and
mitigate such costs. 

  

	5.	FTE-BASED CHARGES. 

  

	5.1	Workforce Charges. For each Service Category for which the Charges are calculated on the basis of the Supplier Staff assigned to perform the Services, the Charges for that Service shall be calculated based on the
number of authorized FTEs as that number is specified in the Personal Projection Matrix, subject to any additions and subtractions approved in accordance with Sections 5.5 and 5.6 (each, a “Base
Workforce”). After the expiration of the first Contract Year, and upon 30 days’ notice to LS&Co., Supplier can reassign FTEs who are assigned to perform any of the information technology Services (irrespective of the
specific information technology Service Category) from an LS&Co. Service Location to a Supplier Service Location; provided that (i) Supplier shall within each [****]* month period only be permitted to reassign up to [****]* FTEs (unless a greater number is agreed to by the Parties). That is, Supplier may reassign up to [****]* FTEs within the [****]* of a Contract Year but no more than [****]*. For [****]* of the
Contract Year, Supplier may reassign up to another [****]*; (ii) to the extent that Supplier does not reassign all [****]*
FTEs within any such [****]* month period, Supplier shall not be entitled to rollover such reassignments from that [****]* month
period to a subsequent [****]* month period; and (iii) with respect to any such reassignment a minimum floor of greater than
[****]* FTEs shall apply at each LS&Co. Service Location unless otherwise agreed to by the Parties. After the expiration of the first Contract Year, Supplier may release FTEs who are
assigned to perform any of the information technology Services (irrespective of the specific information technology Service Category) from a Supplier Service Location. Accordingly, starting from the applicable Commencement Date and for each month of
the Term thereafter, Supplier shall be entitled to invoice LS&Co. for the performance of the Services for each Service Category the monthly Charge calculated for that Service Category by adding together the sum of all of the amounts calculated
in accordance with the following formula (the “Monthly Workforce Charge”): 

 The number of FTEs set forth on
the Personnel Project Matrix (plus any additions and subtractions approved in accordance with this Sections 5.5 and 5.6) at a specific Service Location during the month for that Service Category X the applicable Rate. 

 

	5.2	Base Workforce. The Monthly Workforce Charge includes the cost of all resources required by Supplier to perform the applicable Services. If, at any time during the Term, there are insufficient FTEs within a Base
Workforce to properly perform the applicable Services in accordance with the terms of the Agreement, Supplier shall be required to provide any additional support (e.g., additional FTEs) necessary to perform the applicable Services in accordance with
the terms of the Agreement at no additional cost to LS&Co. Supplier is responsible for any additional amounts incurred or resources used as a result of inefficiencies of the FTEs. Without limiting the foregoing, Supplier shall handle the

  

			
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volume of transactions specified for each Resource as the Resource Baseline, and where no Resource Baseline is specified Supplier shall handle at least the same volumes of Services for each of
the processes as LS&Co. historically handled internally in each country and/or Region. 

  

	5.3	Year over Year Productivity Gains. Supplier has committed to providing certain year over year productivity gains, as such productivity gains are set forth on the applicable Pricing Table (“Annual
Productivity Gains”). The Annual Productivity Gains and corresponding reductions in the number of Supplier Staff required to perform the Services are included in annual Base Workforce numbers set forth in the applicable Pricing Tables.

  

	5.4	Resources and Resource Baselines. For each such Resource, Supplier shall measure and track the volume of Actual RUs. By no later than the 10th business day of each month Supplier shall provide LS&Co. with a
report detailing the consumption of Actual RUs in the prior month for each Resource. Supplier shall not include in the Actual RUs, transactions or resources that were (a) consumed or utilized by Supplier or Supplier Agents in performing
Supplier’s obligations under the Agreement; (b) meant to have been consolidated, reduced or eliminated in accordance with Supplier’s obligations in the Agreement; (c) expended in performing Overhead Functions; (d) excluded
in the Agreement from the count of Actual RUs; or (e) re-performed due to Supplier’s failure to perform the applicable Services in accordance with the Agreement. 

 

	5.5	Volume Fluctuations. 

  

	 	(a)	The Parties have agreed that certain components of the Services may be subject to adjustment as a result of increases or decreases in LS&Co. consumption of the Services. The components of the Services that are
subject to such adjustment, the Resources (and definitions of the Resource Units) for each such component are as set forth in the applicable Pricing Table. 

  

	 	(b)	Supplier shall take all reasonable efforts to perform the Services despite such volume fluctuations, which efforts may include cross-training the Supplier Staff with respect to the various functions comprising the
Services so that Supplier can shift Supplier Staff in response to shifts in Actual RUs. Supplier acknowledges and agrees that Actual RUs may fluctuate when compared against the applicable Resource Baseline, however, Supplier shall not be entitled to
additional Charges or other compensation due to changes in Actual RUs except as set forth in Section 5.5(c) and Section 5.6. 

  

	 	(c)	 If, with respect to a Resource (or other component of the Services), there is a material spike in the level of demand related to that Resource (or
other component of the Services) when viewed in light of all of the relevant facts and circumstances, including the historical seasonal demand related to that Resource (or other component of the Services), the applicable Deadband, and such spike in
demand could not have been reasonably anticipated by Supplier then Supplier may, to the extent that such spike materially impacts Supplier’s ability to deliver 

  

			
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the applicable Services (or the component thereof) during the period of the spike in the level of demand, notify the LS&Co. Global Lead for the applicable Service Category (“Spike
Notice”). The Spike Notice shall include all details necessary or desirable to enable the LS&Co. Global Lead for the applicable Service Category to understand the nature of the spike and its impact on the performance of the Services
(including, number of FTEs performing the Services, level of productivity, historical and forecast volumes for the applicable Services, seasonal variations to demand, historical and current performance trends with respect to the applicable Services,
and such other information reasonably required by LS&Co.). Promptly after the receipt by LS&Co. of a valid Spike Notice, the LS&Co. Global Lead for the applicable Service Category and the Supplier Global Lead for the applicable Service
Category shall meet (in person or by telephone) to discuss potential solutions for mitigating the impact of such spike (which resolution may include throttling LS&Co.’s demand for such Service, providing limited and time bounded relief to
Service Levels or authorizing limited additional Charges to accommodate overtime or temporary resources (if and to the extent that the facts and circumstances demonstrate that Supplier is unable to address the demand without Supplier incurring
material additional costs or increasing in a material manner the Supplier Staff beyond, in each case, that which is ordinarily used or incurred by Supplier to provide the Services)). To the extent that the LS&Co. Global Lead for the applicable
Service Category and the Supplier Global Lead for the applicable Service Category are able to agree on acceptable mitigating arrangements such mitigating arrangements shall be documented in writing signed by both of them. Any such mitigating
arrangements agreed to by the Parties shall only be effective for the limited duration of the spike in question, as agreed to by the Parties, and shall not apply to future spikes (irrespective of the similarity or terms of mitigating arrangements
agreed to by the LS&Co. Global Lead for the applicable Service Category and the Supplier Global Lead for the applicable Service Category). LS&Co. shall have no responsibility for the costs and expenses related to any activities of Supplier
that are undertaken to mitigate a spike unless such mitigation has been approved by LS&Co. in accordance with the requirements in this Section 5.5(c). 

 

	 	(d)	Supplier shall maintain a register of all Spike Notices submitted to LS&Co., which register shall contain a copy of the Spike Notice, the minutes of any discussions between the applicable Global Lead and the agreed
to disposition of each such Spike Notice (including a copy of the document signed by the applicable Global Leads). Such register shall be up-to-date and accessible by LS&Co., including the members of LS&Co.’s governance team and
management team. Additionally, Supplier shall provide a report to the LS&Co. Governance Executive on a monthly basis (to be provided by no later than the 10th business day of the month) detailing any Spike Notices that have been submitted in the
prior month and all relevant information on each of the Spike Notices. 

  

	5.6	Ongoing Changes in FTEs. The increments that represent the workload of one FTE under a Resource (each, an “FTE Increment”) and the actual Deadband for each Resource are set forth in the
applicable Pricing Tables. If the Actual RUs for a Resource 

  

			
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within a month falls within the Deadband then there shall be no adjustment to the Base Workforce or the Monthly Workforce Charge. If, for any Resource, the Actual RUs for that Resource exceeds or
falls below the Deadband by an FTE Increment or more and such change persists for a 90-day period, or either Party expects such change to persists for a 90-day period (each such instance, a “Substantial Workforce Change”), then
Supplier shall provide notice of such Substantial Workforce Change to LS&Co. If: 

  

	 	(a)	the Substantial Workforce Change results in an increase in the Actual RUs above the Deadband by more than the applicable FTE Increment, then LS&Co. may elect to add additional FTEs to the Base Workforce to
accommodate the Substantial Workforce Change, in which case Supplier shall be entitled to: (i) increase the Base Workforce by the number of FTEs agreed to by the Parties, and if LS&Co. elects to accept such increase in the Base Workforce,
Supplier shall implement such increase within 30 days (or such other period mutually agreed to by the Parties) of notice of LS&Co.’s election; and (ii) increase, on and from the date that each such FTE is added, the Base Workforce
Charge by the monthly Rate associated with the FTE or FTEs added to the Base Workforce (based on skills and experience of such FTE). If LS&Co. elects not to increase the Base Workforce to accommodate the Substantial Workforce Change then
Supplier may be entitled to relief from any applicable Service Level Failure pursuant to Section 8(g) of Exhibit 3; and 

  

	 	(b)	the Substantial Workforce Change results in a decrease in the Actual RUs below the Deadband by more than the applicable FTE Increment, then Supplier shall decrease the number of FTEs in the Base Workforce to reflect
such decrease in demand for the applicable Services and decrease, on and from the date that such FTE is removed, the Base Workforce Charge by the monthly Rate associated with the FTE or FTEs removed from the Base Workforce (based on skills and
experience of each such FTE). 

  

	5.7	Completion of FTE Increments, Resource Definitions and Resource Baselines. As part of Supplier’s responsibilities for Knowledge Acquisition, Supplier shall provide a detailed proposal setting out
Supplier’s view of the Resources, Resource Baselines and FTE Increments that shall be used with respect to those Resources, Resource Baselines and FTE Increments that are specified in an applicable Pricing Table as “TBD.” As part of
any such proposal, Supplier shall provide an analysis of the application of the items in its proposal and such other information or materials as is required by LS&Co. Any such proposal provided by Supplier shall not change the total Charges due
to be paid by LS&Co. (that is, the underlying fundamental economics shall not change). Upon delivery of Supplier’s proposal the Parties will work in good faith to agree to a final position for each Resource, Resource Baseline and FTE
Increment addressed in Supplier’s proposal; provided that the Resources, Resource Baselines and FTE Increments shall not be applied without the agreement of both Parties on final language pursuant to the Contract Change Process.

  

	5.8	Conversion of Pricing to Consumption Pricing. At the request of LS&Co., Supplier shall prepare a proposal to convert from the pricing set forth in this Section 5 to 

  

			
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EXECUTION VERSION 
  

	 	
Consumption Pricing. As part of any such proposal, Supplier shall provide an analysis of the advantages and risks associated with any potential conversion to such a pricing model. The pricing
model proposed by Supplier shall: (a) reflect the productivity improvements set forth in the applicable Pricing Tables; (b) take into account the different Resource types that accomplish the same or a substantially similar goal but have
different underlying costs (e.g., electronic invoices cost less than paper invoices) and Supplier shall propose the Base Charges and ARC Rates and RRC Rates for each Resource type accordingly; (c) include ARC Rates and RRC Rates that reflect
unit rates on a banded basis where increasing volumes above a specified baseline will result in reducing unit rates and decreasing volumes will result in increasing unit rates in each subsequent band; (d) not change the total Charges due to be
paid by LS&Co. at the time of the transition to charging on the basis of Base Charges subject to ARCs and RRCs (that is, the underlying fundamental economics shall not change); provided that, for clarity, the total Charges may change from month
to month after that point in time to reflect changes in volume. No conversion to Consumption Pricing shall be effective without the agreement of both Parties. 

  

	6.	PASS-THROUGH EXPENSES. 

  

	6.1	General. All Pass-Through Expenses are identified on the applicable Pricing Table. Unless otherwise expressly specified on the applicable Pricing Table, Supplier shall not charge LS&Co. any markup or fee in
connection with any Pass-Through Expense. 

  

	6.2	Services and Materials. With respect to services or materials paid for on a Pass-Through Expenses basis, LS&Co. reserves the right to: (a) obtain such services or materials directly from a third party;
(b) designate the third party who will provide such services or materials; except that in the event that Supplier has reasonable objections (based on objective grounds) to such third party, the Parties shall work in good faith to resolve such
objections; (c) designate the particular services or materials (e.g., equipment make and model) that Supplier will obtain, except that in the event that Supplier has reasonable objections (based on objective grounds) that such services or
materials will materially impact Supplier’s performance of the Services, the Parties shall work in good faith to resolve such objections; (d) designate the terms for obtaining such services or materials (e.g., purchase or lease and one-off
payment or payment over time); (e) reasonably require Supplier to identify and consider multiple sources for such services or materials, or to conduct a competitive procurement; and (f) review and approve the Pass-Through Expense for such
services or materials before entering into a contract for such services or materials. 

  

	6.3	Requirements for Pass-Through Expenses. All Pass-Through Expenses that are reimbursable by LS&Co. to Supplier pursuant to this Section shall be (a) limited to those expenses that are reasonable, actual
and documented (and all travel expenses shall be subject to LS&Co.’s travel policies); (b) itemized in the monthly invoice issued by Supplier immediately following the fiscal month in which such Pass-Through Expenses were incurred and
paid by Supplier with sufficient detail to permit LS&Co. to determine whether such Pass-Through Expenses comply with LS&Co.’s requirements; and (c) accompanied, when requested by LS&Co., by copies of all applicable documentary

  

			
	LS&Co. – Exhibit 4 – Pricing		Page 13

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

	 	
evidence (such as copies of receipts). Supplier shall (i) review and validate any Pass-Through Expenses; (ii) identify any errors or omissions in any Pass-Through Expenses; and
(iii) communicate with the applicable vendor to correct any errors or omissions, resolve any questions or issues and obtain any applicable credit for LS&Co. Pass-Through Expenses incurred in any currency other than U.S. dollars shall be
converted to U.S. dollars at the foreign exchange rate published in the Wall Street Journal and in effect as of the date such expenses are incurred by Supplier. On a periodic basis Supplier shall review the amounts paid for Pass-Through
Expenses and the third parties used to provide the applicable services and materials to ensure that such: (1) services and materials continue to be provided at a competitive price given the then current market prices for equivalent materials or
services; and (2) third party (or third parties) is/are the most appropriate provider(s) of such materials or services in light of all of the facts and circumstances, including the amount of the Pass-Through Expenses. 

 

	6.4	Rebates. If Supplier receives a refund, credit, rebate, volume or other discount for goods, services or expenses previously paid for by LS&Co. as part of a Pass-Through Expense, to the extent which such
refund, credit, rebate, volume or other discount has not already been accounted for in Supplier’s pricing, Supplier shall promptly notify LS&Co. of such refund, credit, rebate, volume or other discount and shall promptly pay the full amount
of such refund, credit, rebate, volume or other discount, as the case maybe, to LS&Co. 

  

	7.	COST OF LIVING ADJUSTMENTS. 

The risk of cost-of-living increases or variations in inflation rates have been included in the Charges. Accordingly, there shall be no
periodic adjustments to the Charges during the Term and the Charges are not subject to adjustment to account for any inflation or cost-of-living increases. 
  

	8.	CHARGEABLE PROJECT SUPPORT. 

  

	8.1	Chargeable Project Support. Any time or resources that Supplier Staff expend on activities described in Exhibit 2 shall not be billed to LS&Co. as Chargeable Project Support. The applicable
Pricing Table sets forth certain labor rates for Productive Hours (the “Rates”) for Supplier Staff providing Services on a time and materials basis as part of a Project, Change or New Service. Chargeable Project Support shall be
performed on a fixed fee, time-and-materials or other basis, depending on the nature of the Project and the pricing structure agreed upon by the Parties in the Work Order. No Charges for Chargeable Project Support or expenses shall be payable by
LS&Co. under a Work Order unless expressly agreed upon by LS&Co. pursuant to such Work Order. No work shall be commenced by Supplier on a Project prior to receipt of LS&Co.’s approval for such Project, by LS&Co. executing and
delivering to Supplier the Work Order. LS&Co. shall approve in advance the nature and extent of the Project Services to be provided by Supplier and the level of effort to be expended by Supplier Staff in connection therewith, and may, in its
reasonable discretion, increase or decrease such Services and/or effort on a monthly basis. 

  

			
	LS&Co. – Exhibit 4 – Pricing		Page 14

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

	8.2	Estimates. For each Project, Supplier shall, at its cost, provide LS&Co. with an estimate of the Charges for approval by LS&Co. prior to work commencing on that Project. Such estimate shall take into
account: (a) LS&Co.’s requirements regarding the qualifications of the Supplier Staff to be used and the location of those Supplier Staff; (b) the applicable Rate for the required Supplier Staff; (c) Supplier’s view of
the likely effort required to complete the Project; and (d) the onshore/offshore mix for the Project. Supplier shall not charge LS&Co. more than any estimate given for the Project, without first obtaining LS&Co.’s consent. Unless
otherwise requested by LS&Co., Supplier shall provide a firm and fixed estimate of the Charges (“Fixed Fee”). 

  

	8.3	Payment-Based Milestones. The Parties shall specify the Payment-Based Milestones for the Project in the Work Order. The Payment-Based Milestones shall be associated with defined deliverables that align with
completion of specified phases of the Project or interim deliverables for the Project that are measurable and acceptable to LS&Co. The Payment-Based Milestones shall be included as part of the Project upon the Parties agreement to the Work
Order. If Supplier fails to achieve any Payment Based Milestone by the date specified for that Payment Based Milestone, LS&Co. shall not be required to pay any portion of the Charges associated with the Payment Based Milestone
(“Milestone Amount”) unless and until the completion of that Payment Based Milestone is approved by LS&Co. The Parties agree that the Milestone Amount shall reflect the accrued but not yet invoiced Charges that Supplier has
incurred in performing the Project in relation to the related Payment Based Milestone. After any given Payment Based Milestone has been achieved by Supplier, and completion of that Payment Based Milestone has been approved by LS&Co., Supplier
may invoice LS&Co. for the Milestone Amount specifically related to such Payment Based Milestone. Supplier shall not invoice LS&Co. for any amounts other than the Milestone Amount. 

 

	8.4	Fixed Fee. If LS&Co. elects to accept a Fixed Fee for a Work Order then the agreed Fixed Fee shall apply upon execution of that Work Order and Supplier shall perform the Services in the applicable Work Order
for the Fixed Fee, subject to any amendment to that Fixed Fee agreed to by the Parties in accordance with the Contract Change Process. A Fixed Fee shall not be adjusted based on the actual Productive Hours expended by Supplier Staff in the
performance of the Project. Unless otherwise agreed to by the Parties in the Work Order, Supplier shall invoice the Fixed Charges upon achievement of each applicable Payment Based Milestone. For the avoidance of doubt, Supplier must complete the
Services and provide the deliverables specified in the applicable Work Order (excluding any changes requested by LS&Co. and agreed to through the Change Control Procedures) without invoicing LS&Co. for more than the specified Fixed Fee, even
if Supplier incorrectly estimated the resources or level of effort required to perform such Services or provide such Deliverable. 

  

	8.5	Time and Materials Charges. For a Project completed on a time and materials basis, Supplier shall measure, track and report Productive Hours by Supplier Staff on a monthly basis. Supplier shall:
(a) only charge for the Productive Hours spent by the Supplier Staff in performing the Project and (b) not charge for Supplier Staff unless the use of such Supplier Staff has been approved in advance by LS&Co. Where no Payment-Based
Milestones are specified for a Project completed on a time and materials basis, the 

  

			
	LS&Co. – Exhibit 4 – Pricing		Page 15

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

	 	
Charges in each month shall be the sum of the amounts calculated by multiplying, for each member of the Supplier Staff assigned to the Project who has been providing Services, the applicable Rate
for that member of the Supplier Staff by the number of Productive Hours worked by that member of the Supplier Staff in support of Project during the month. 

  

	8.6	Termination of a Work Order. If LS&Co. terminates a Work Order for convenience and that Work Order includes Payment-Based Milestones, LS&Co. shall pay to Supplier: (a) any amount earned by Supplier
for Payment-Based Milestones completed and accepted prior to the effective date of termination; (b) a pro rata portion of the actual effort expended on any milestones or deliverables in progress (to the extent Supplier has not performed a
milestone or deliverable in advance of the schedule set forth in the applicable Work Order); and (c) amounts for tools, hardware, pre-paid software and other infrastructure acquired by Supplier on behalf of LS&Co. and for which Supplier has
not been reimbursed by LS&Co.; as such tools, hardware, pre-paid software and other infrastructure is specifically detailed in the Work Order; provided however that such expenses shall be reduced to the extent LS&Co. or its designees assume
such financial obligations; and provided further that, Supplier uses all reasonable efforts to reuse, redeploy or return such tools, hardware, pre-paid software and other infrastructure. 

 

	8.7	Volume Discount. Supplier shall provide a tiered volume rebate based on the aggregate amount of LS&Co.’s committed spend for Projects (excluding any discount) during each Contract Year (“Project
Spend”). No later than 30 days after the end of each Contract Year, Supplier shall pay to LS&Co. an amount equal to the appropriate Project Spend tier for the Contract Year set forth below multiplied by the corresponding volume rebate
percentage set forth below. 

  

					
	 Project Spend
	  	 Volume Rebate Percentage

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

 For the purposes of clarity, LS&Co. shall only be entitled to a discount of [****]* in a
Contract Year if the amount of LS&Co.’s committed Project Spend exceeds $[****]*. 

  

			
	LS&Co. – Exhibit 4 – Pricing	  	Page 16

 CONFIDENTIAL TREATMENT REQUESTED - REDACTED COPY 

Confidential 
 Execution
Version 
 MASTER SERVICES AGREEMENT* 

By and Between 
 Levi
Strauss & Co. 
 And 

Wipro Limited 

November 7, 2014 

Exhibit 4 
 Pricing
Tables 
 Attachment 4.1.1 

Human Resources 
  

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

 CONFIDENTIAL TREATMENT REQUESTED 

 

 Exhibit 4.1- Pricing Tables - Human Resources 

LSA Pricing Exhibit 
 A) Annual Productivity Gains

  

																					
	 Activities:
	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Employee Relations
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Leave Management
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Recruitment
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Offboarding
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Benefits Administration
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Employee Data Management / HRIS
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 

 B) Pricing Table - Cost Per Hour FTE 
  

													
	 Activities:
	  	On shore	 	  	Offshore	 	  	Nearshore	 
	 Employee Relations
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Leave Management
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Recruitment
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Offboarding
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Benefits Administration
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Employee Data Management / HRIS
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 

 C) Productive Hours 
  

					
	 Productive Hours
	  	 	[****]	* 

 D) Personnel Projection Matrix (including annual productivity gain) 

 

																							
	 Activities
	  	 	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Employee Relations
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Leave Management
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Recruitment
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Offboarding
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Benefits Administration
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Employee Data Management / HRIS
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 
			Total FTE Per Year		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 

 
 E) Pass Through Expenses 

 

																																	
						Baseline Volume:
												
	 		Year 1	 		Year 2	 		Year 3	 		Year 4	 		Year 5	 		
                
		Year 1		Year 2		Year 3		Year 4		Year 5
	 Mailroom & Scanning - Solution to be defined
																							TBD		TBD		TBD		TBD		TBD
	 Outbound Calls & Call Forwarding - Solution to be defined
																							TBD		TBD		TBD		TBD		TBD
	     
																															
	     
																															
	     
																															
	     
																															
	     
																															
	     
																															
	     
																															
	     
																															
		 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	 		 		 		 		  	
	 Total Pass Through Cost Per Year
		$	—  	  		$	—  	  		$	—  	  		$	—  	  		$	—  	  											

 F) Overall Cost: Total FTE and Pass Through Costs Per year

  

																					
	 	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Total On-going + Pass Through Cost Per Year
	  	$	[****]	* 	 	$	[****]	* 	 	$	[****]	* 	 	$	[****]	* 	 	$	[****]	* 
		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 

 CONFIDENTIAL TREATMENT REQUESTED 

 

 G) FTE Increment 
  

					
	 Activities:
	  	Volume Per FTE	  	Unit of Measurement
	 Employee Relations
	  	TBD	  	TBD
	 Leave Management
	  	TBD	  	TBD
	 Recruitment
	  	TBD	  	TBD
	 Offboarding
	  	TBD	  	TBD
	 Benefits Administration
	  	TBD	  	TBD
	 Employee Data Management / HRIS
	  	TBD	  	TBD

 H) Annual Volume 

 

							
	 Activities:
	  	Annual Volume	 	  	 Units of Measurement

	 Employee Relations
	  	 	[****]	* 	  	ER Cases 
	 Leave Management
	  	 	[****]	* 	  	Number of leaves
	 Recruitment
	  	 	[****]	* 	  	Number of offers generated
	 Offboarding
	  	 	[****]	* 	  	Number of terminations entered in the system
	 Benefits Administration
	  	 	[****]	* 	  	Number of benefits updates done
	 Employee Data Management / HRIS
	  	 	[****]	* 	  	Number of employee data updates done

  

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

 CONFIDENTIAL TREATMENT REQUESTED 

 

 Exhibit 4.1- Pricing Tables - Human Resources 

LSE Pricing Exhibit 
 A) Annual Productivity Gains

  

																					
	 Activities:
	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Employee Relations
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Leave Management
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Recruitment
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Offboarding
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Benefits Administration
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Compensation Administration
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Performance Management
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Employee Data Management / HRIS
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 

 B) Pricing Table - Cost Per Hour FTE 
  

													
	 Activities:
	  	On shore	 	  	Offshore	 	  	Nearshore	 
	 Employee Relations
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Leave Management
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Recruitment
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Offboarding
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Benefits Administration
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Compensation Administration
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Performance Management
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Employee Data Management / HRIS
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 

 C) Productive Hours 

 

					
	 Productive Hours
	  	 	[****]	* 

 D) Personnel Projection Matrix (including annual productivity gain) 

 

																							
	 Activities
	  	 	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Employee Relations
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Leave Management
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Recruitment
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Offboarding
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Benefits Administration
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Compensation Administration
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Performance Management
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Employee Data Management / HRIS
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 
			Total FTE Per Year		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 

 E) Pass Through Expenses 
  

																							
															Baseline Volume:
												
	 	 	Year 1	 	Year 2	 	Year 3	 	Year 4	 	Year 5	 	                 	 	Year 1	 	Year 2	 	Year 3	 	Year 4	 	Year 5
	 Mailroom & Scanning - Solution to be defined
	 		 		 		 		 		 	 	TBD	 	TBD	 	TBD	 	TBD	 	TBD
	 Outbound Calls & Call Forwarding - Solution to be defined
	 		 		 		 		 		 	 	TBD	 	TBD	 	TBD	 	TBD	 	TBD
		 		 		 		 		 		 	 		 		 		 		 	
		 		 		 		 		 		 	 		 		 		 		 	
		 		 		 		 		 		 	 		 		 		 		 	

 CONFIDENTIAL TREATMENT REQUESTED 

 

																																													
		 				 				 				 				 				 	  
	              
	   
	 				 				 				 				 			
		 				 				 				 				 				 	 				 				 				 				 			
		 				 				 				 				 				 	 				 				 				 				 			
		 				 				 				 				 				 	 				 				 				 				 			
		 				 				 				 				 				 	 	 	         	  	 	 	         	  	 	 	         	  	 	 	         	  	 	 	         	  
		 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	 				 				 				 				 			
	 Total Pass Through Cost Per Year
		$	—  	  		$	—  	  		$	—  	  		$	—  	  		$	—  	  																					

 F) Overall Cost: Total FTE and Pass Through Costs Per year 

 

																					
	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Total On-going + Pass Through Cost Per Year
	  	$	[****]	  	  	$	[****]	  	  	$	[****]	  	  	$	[****]	  	  	$	[****]	  
		  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 

 G) FTE Increment 
  

					
	 Activities:
	  	Volume Per FTE	  	Unit of Measurement
	 Employee Relations
	  	TBD	  	TBD
	 Leave Management
	  	TBD	  	TBD
	 Recruitment
	  	TBD	  	TBD
	 Offboarding
	  	TBD	  	TBD
	 Benefits Administration
	  	TBD	  	TBD
	 Compensation Administration
	  	TBD	  	TBD
	 Performance Management
	  	TBD	  	TBD
	 Employee Data Management / HRIS
	  	TBD	  	TBD

 H) Annual Volume 
  

					
	 Activities:
	  	Annual Volume	  	 Units of Measurement

	 Employee Relations
	  	TBD	  	ER Cases
	 Leave Management
	  	TBD	  	Number of leaves
	 Recruitment
	  	TBD	  	Number of offers generated
	 Offboarding
	  	TBD	  	Number of terminations entered in the system
	 Benefits Administration
	  	TBD	  	Number of benefits updates done
	 Compensation Administration
	  	TBD	  	Compensation data updates
	 Performance Management
	  	TBD	  	Performance Management Data Updates
	 Employee Data Management / HRIS
	  	TBD	  	Number of employee data updates done

  

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

 CONFIDENTIAL TREATMENT REQUESTED 

 

 Exhibit 4.1- Pricing Tables - Human Resources 

AMA Pricing Exhibit 
 A) Annual Productivity Gains

  

																					
	 Activities:
	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Employee Relations
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Leave Management
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Recruitment
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Offboarding
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Benefits Administration
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Compensation Administration
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Performance Management
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Employee Data Management / HRIS
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 

 B) Pricing Table - Cost Per Hour FTE 
  

													
	 Activities:
	  	On shore	 	  	Offshore	 	  	Nearshore	 
	 Employee Relations
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Leave Management
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Recruitment
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Offboarding
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Benefits Administration
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Compensation Administration
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Performance Management
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Employee Data Management / HRIS
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 

 C) Productive Hours 
  

					
	 Productive Hours
	  	 	[****]	* 

 D) Personnel Projection Matrix (including annual productivity gain) 

 

																							
	 Activities
	  	 	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Employee Relations
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Leave Management
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Recruitment
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Offboarding
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Benefits Administration
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Compensation Administration
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Performance Management
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Employee Data Management / HRIS
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 
			Total FTE Per Year		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 

 E) Pass Through Expenses 
  

																							
															Baseline Volume:
												
	 	 	Year 1	 	Year 2	 	Year 3	 	Year 4	 	Year 5	 	             	 	Year 1	 	Year 2	 	Year 3	 	Year 4	 	Year 5
	 Mailroom & Scanning - Solution to be defined
	 		 		 		 		 		 	 	TBD	 	TBD	 	TBD	 	TBD	 	TBD
	 Outbound Calls & Call Forwarding - Solution to be defined
	 		 		 		 		 		 	 	TBD	 	TBD	 	TBD	 	TBD	 	TBD
		 		 		 		 		 		 	 		 		 		 		 	
		 		 		 		 		 		 	 		 		 		 		 	
		 		 		 		 		 		 	 		 		 		 		 	

 CONFIDENTIAL TREATMENT REQUESTED 

 

																																															
		 				 				 				 				 				 	 	             	  	 	 	         	  	 	 	         	  	 	 	         	  	 	 	         	  	 	 	         	  	 	
		 				 				 				 				 				 	 				 				 				 				 				 	
		 				 				 				 				 				 	 				 				 				 				 				 	
		 				 				 				 				 				 	 				 				 				 				 				 	
		 				 				 				 				 				 	 				 				 				 				 				 	
		 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	 				 				 				 				 				 	  

	 Total Pass Through Cost Per Year
		$	—  	  		$	—  	  		$	—  	  		$	—  	  		$	—  	  																							

 F) Overall Cost: Total FTE and Pass Through Costs Per year 

 

																					
	 	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Total On-going + Pass Through Cost Per Year
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 

 G) FTE Increment 
  

					
	 Activities:
	  	Volume Per FTE	  	Unit of Measurement
	 Employee Relations
	  	TBD	  	TBD
	 Leave Management
	  	TBD	  	TBD
	 Recruitment
	  	TBD	  	TBD
	 Offboarding
	  	TBD	  	TBD
	 Benefits Administration
	  	TBD	  	TBD
	 Compensation Administration
	  	TBD	  	TBD
	 Performance Management
	  	TBD	  	TBD
	 Employee Data Management / HRIS
	  	TBD	  	TBD

 H) Annual Volume 
  

							
	 Activities:
	  	Annual Volume	 	  	 Units of Measurement

	 Employee Relations
	  	 	[****]	* 	  	ER Cases 
	 Leave Management
	  	 	TBD	  	  	Number of leaves
	 Recruitment
	  	 	[****]	* 	  	Number of offers generated
	 Offboarding
	  	 	[****]	* 	  	Number of terminations entered in the system
	 Benefits Administration
	  	 	TBD	  	  	Number of benefits updates done
	 Compensation Administration
	  	 	TBD	  	  	Compensation data updates
	 Performance Management
	  	 	TBD	  	  	Performance Management Data Updates
	 Employee Data Management / HRIS
	  	 	TBD	  	  	Number of employee data updates done

  

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

 CONFIDENTIAL TREATMENT REQUESTED 

 

 Exhibit 4.1- Pricing Tables - Human Resources 

Volume Details 
 A) Employee Relations 

 

																																																							
	 	  	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	Annualized
	 	  	JAN	 	 	FEB	 	 	MAR	 	 	APR	 	 	MAY	 	 	JUN	 	 	JUL	 	 	AUG	 	 	SEP	 	 	OCT	 	 	NOV	 	 	DEC	 	 	Total	 	 	 
	 LSA
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	
	 LSE
	  	  
	 TBD
	   
	 	
	 AMA
	  	  
	 Monthly volumes TBD
	   
	 	 	[****]	* 	 	

 B) Leave Management 

 

																																																	
	 	  	JAN	 	 	FEB	 	 	MAR	 	 	APR	 	 	MAY	 	 	JUN	 	 	JUL	 	 	AUG	 	 	SEP	  	OCT	  	NOV	  	DEC	  	Total	 	 	 	 
	 LSA
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 		  		  		  		  	 	[****]	* 	 	 	[****]	* 
	 LSE
	  	  
	 TBD
	   
	 			
	 AMA
	  	  
	 TBD
	  				 			

 C) Recruitment 

 

																																																					
	 	  	JAN	 	 	FEB	 	 	MAR	 	 	APR	 	 	MAY	 	 	JUN	 	 	JUL	 	 	AUG	 	 	SEP	 	 	OCT	 	 	NOV	 	 	DEC	 	 	Total	 
	 LSA
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 LSE
	  	  
	 TBD
	   

	 AMA
	  	  
	 Monthly volumes TBD
	   
	 	 	[****]	* 

 D) Offboarding 

 

																													
	 	  	JAN	  	FEB	  	MAR	  	APR	  	MAY	  	JUN	  	JUL	  	AUG	  	SEP	  	OCT	  	NOV	  	DEC	  	Total	 
	 LSA
	  	TBD	  		  		  		  		  		  		  		  		  		  		  		  			
	 LSE
	  	 TBD
	   

	 AMA
	  	 Monthly volumes TBD
	  	 	[****]	* 

 E) Benefits Administration 

 

																																																					
	 	  	JAN	 	 	FEB	 	 	MAR	 	 	APR	 	 	MAY	 	 	JUN	 	 	JUL	 	 	AUG	 	 	SEP	 	 	OCT	 	 	NOV	 	 	DEC	 	 	Total	 
	 LSA
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 LSE
	  	  
	 TBD
	   

	 AMA
	  	  
	 TBD
	   
	 			

 

F) Compensation Administration 
  

																											
	 	  	JAN	  	FEB	  	MAR	  	APR	  	MAY	  	JUN	  	JUL	  	AUG	  	SEP	  	OCT	  	NOV	  	DEC	  	Total
	 LSA
	  	TBD	  		  		  		  		  		  		  		  		  		  		  		  	
	 LSE
	  	 TBD

	 AMA
	  	 TBD
	  	

 G) Performance Management 

 

																											
	 	  	JAN	  	FEB	  	MAR	  	APR	  	MAY	  	JUN	  	JUL	  	AUG	  	SEP	  	OCT	  	NOV	  	DEC	  	Total
	 LSA
	  	TBD	  		  		  		  		  		  		  		  		  		  		  		  	
	 LSE
	  	 TBD

	 AMA
	  	 TBD
	  	

 H) Employee Data Management / HRIS 

 

																											
	 	  	JAN	  	FEB	  	MAR	  	APR	  	MAY	  	JUN	  	JUL	  	AUG	  	SEP	  	OCT	  	NOV	  	DEC	  	Total
	 LSA
	  	TBD	  		  		  		  		  		  		  		  		  		  		  		  	
	 LSE
	  	 TBD

	 AMA
	  	 TBD
	  	

  

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

 

 CONFIDENTIAL TREATMENT REQUESTED 

 

 Exhibit 4.1- Pricing Tables - Human Resources 

HR Portal and Knowledge Base 
 HR Portal 

 

									
	 Implementation
		$		 	[****]	* 		
	 Maintenance
		$ / year		 	[****]	* 		
	 Optional Services
		$ / day		 	[****]	* 		Subject to scope

 Knowledge Base 
  

									
	 Implementation
		$		 	[****]	* 		 Includes:
 - 1 x Access points (includes up
to [****]* categories)
 - Correspondence management (Includes basic contact form): (Limited to single inbox)

- Responsive design with [****]* break point
 - Rating
system
 - Feedback system
 - Search ahead

- [****]* training session

	 License Fees
		$ / year		 	[****]	* 		Based on [****]* employees
	 Access points per group
		$ / year		 	[****]	* 		Based on one access point
	 Administrator License Fees
		$ / year		 	[****]	* 		Based on [****]* agents
	 Web chat
		$ / year		 	[****]	* 		Based on up to [****]* agents
	 Maintenance fees
		$ / year		 	[****]	* 		
	 Optional services
								
	 Additional access point / brand
		$		 	[****]	* 		Includes up to [****]* brand categories/brand
	 XML feeds
		$		 	[****]	* 		Depending on requirements
	 Additional inboxes
		$		 	[****]	* 		Depending on number
	 Additional content categories
		$		 	[****]	* 		Depending on number
	 Promotion engine for 4 adverts
		$		 	[****]	* 		Either banners, or textual ads, or combination of both
	 Additional languages
								
	 Build fees
		$ / language		 	[****]	* 		
	 License fees
		$ / language / year		 	[****]	* 		
	 Additional training fees
		$ / day		 	[****]	* 		
	 Integration into 3rd party system
		$ / day		 	[****]	* 		Subject to scoping
	 Consultancy fees
		$ / day		 	[****]	* 		
	 Additional licence
		$ / user		 	[****]	* 		For users over [****]* employees

  

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

 CONFIDENTIAL TREATMENT REQUESTED - REDACTED COPY 

Confidential 
 Execution
Version 
 MASTER SERVICES AGREEMENT* 

By and Between 
 Levi
Strauss & Co. 
 And 

Wipro Limited 

November 7, 2014 

Exhibit 4 
 Pricing
Tables 
 Attachment 4.1.2 

Finance Services 
  

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

 CONFIDENTIAL TREATMENT REQUESTED 

 

 Attachment 4.1.2 - Pricing Tables - Finance Services 

LSA Pricing Exhibit 
 A) Annual Productivity Gains

  

																					
	 Activities:
	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Accounts Payable
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Travel & Expense Processing
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Payroll
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Accounts Receivable
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 General Accounting
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Inventory Accounting
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Treasury Transactions
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Internal Reporting
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Procurement Enablement
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Technology and Master Data
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 

 B) Pricing Table - Cost Per Hour FTE 
  

													
	 Activities:
	  	On shore	 	  	Offshore	 	  	Nearshore	 
	 Accounts Payable
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Travel & Expense Processing
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Payroll
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Accounts Receivable
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 General Accounting
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Inventory Accounting
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Treasury Transactions
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Internal Reporting
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Procurement Enablement
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Technology and Master Data
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 

 C) Productive Hours 
  

					
	 Productive Hours
	  	 	[****]	* 

 D) Personnel Projection Matrix (including annual productivity gain) 

 

																							
	 Activities
	  	 	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Accounts Payable
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Travel & Expense Processing
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Payroll
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Accounts Receivable
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 General Accounting
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Inventory Accounting
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Treasury Transactions
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Internal Reporting
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Procurement Enablement
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 

 CONFIDENTIAL TREATMENT REQUESTED 

 

																							
	 Technology and Master Data
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 
			Total FTE Per Year		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 

 E) Pass Through Expenses 
  

																																	
																									Baseline Volume:
												
	 	 	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 	 	                	 	Year 1	 	Year 2	 	Year 3	 	Year 4	 	Year 5
	 Mailroom & Scanning - Solution to be defined
	 				 				 				 				 				 	 	TBD	 	TBD	 	TBD	 	TBD	 	TBD
	 Outbound Calls & Call Forwarding - Solution to be defined
	 				 				 				 				 				 	 	TBD	 	TBD	 	TBD	 	TBD	 	TBD
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	 		 		 		 		 	
	 Total Pass Through Cost Per Year
		$	—  	  		$	—  	  		$	—  	  		$	—  	  		$	—  	  											

 F) Overall Cost: Total FTE and Pass Through Costs Per year 

 

																					
	 	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Total On-going + Pass Through Cost Per Year
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 

 G) FTE Increment 
  

					
	 Activities:
	  	Volume Per FTE	  	Unit of Measurement
	 Accounts Payable
	  	TBD	  	TBD
	 Travel & Expense Processing
	  	TBD	  	TBD
	 Payroll
	  	TBD	  	TBD
	 Accounts Receivable
	  	TBD	  	TBD
	 General Accounting
	  	TBD	  	TBD
	 Inventory Accounting
	  	TBD	  	TBD
	 Treasury Transactions
	  	TBD	  	TBD
	 Internal Reporting
	  	TBD	  	TBD
	 Procurement Enablement
	  	TBD	  	TBD
	 Technology and Master Data
	  	TBD	  	TBD

 H) Annual Volume 
  

							
	 Activities:
	  	Annual Volume	 	  	 Units of Measurement

	 Accounts Payable
	  	 	[****]	* 	  	Total invoice processing + Trade Payables + invoice payment. TBC during TA/KA
	 Travel & Expense Processing
	  	 	[****]	* 	  	Touched expense reports [****]*. Excludes automatic. TBC during TA/KA
	 Payroll
	  	 	[****]	* 	  	Number of employees supported (salaried + Hourly) excluding holiday hires. TBC during TA/KA
	 Accounts Receivable
	  	 	[****]	* 	  	Payments Received ([****]* only, others tbc during TA/KA)
	 General Accounting
	  	 	TBD	  	  	TBD
	 Inventory Accounting
	  	 	TBD	  	  	TBD
	 Treasury Transactions
	  	 	TBD	  	  	TBD
	 Internal Reporting
	  	 	TBD	  	  	TBD
	 Procurement Enablement
	  	 	[****]	* 	  	Number of POs created ([****]* only, others tbc during TA/KA)
	 Technology and Master Data
	  	 	[****]	* 	  	VMD requests in [****]* only. TBC during TA/KA

  

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

 CONFIDENTIAL TREATMENT REQUESTED 

 

 Attachment 4.1.2 - Pricing Tables - Finance Services 

LSE Pricing Exhibit 
 A) Annual Productivity Gains

  

																					
	 Activities:
	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Accounts Payable
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Travel & Expense Processing
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Payroll
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Accounts Receivable
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 General Accounting
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Inventory Accounting
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Treasury Transactions
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Internal Reporting
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Procurement Enablement
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Technology and Master Data
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 

 B) Pricing Table - Cost Per Hour FTE 
  

													
	 Activities:
	  	On shore	 	  	Offshore	 	  	Nearshore	 
	 Accounts Payable
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Travel & Expense Processing
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Payroll
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Accounts Receivable
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 General Accounting
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Inventory Accounting
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Treasury Transactions
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Internal Reporting
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Procurement Enablement
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Technology and Master Data
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 

 C) Productive Hours 
  

					
	 Productive Hours
	  	 	[****	]* 

 D) Personnel Projection Matrix (including annual productivity gain) 

 

																							
	 Activities
	  	 	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Accounts Payable
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Travel & Expense Processing
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Payroll
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Accounts Receivable
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 General Accounting
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Inventory Accounting
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Treasury Transactions
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Internal Reporting
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Procurement Enablement
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Technology and Master Data
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 

 CONFIDENTIAL TREATMENT REQUESTED 

 

																							
		  	Total FTE Per Year	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 

 E) Pass Through Expenses 
  

																																	
		 				 				 				 				 				 		 	Baseline Volume:
												
	 	 	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 	 	                	 	Year 1	 	Year 2	 	Year 3	 	Year 4	 	Year 5
	 Mailroom & Scanning - Solution to be defined
	 				 				 				 				 				 	 	TBD	 	TBD	 	TBD	 	TBD	 	TBD
	 Outbound Calls & Call Forwarding - Solution to be defined
	 				 				 				 				 				 	 	TBD	 	TBD	 	TBD	 	TBD	 	TBD
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	 		 		 		 		 	
	 Total Pass Through Cost Per Year
		$	—  	  		$	—  	  		$	—  	  		$	—  	  		$	—  	  											

 F) Overall Cost: Total FTE and Pass Through Costs Per year 

 

																					
	 	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Total On-going + Pass Through Cost Per Year
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 

 G) FTE Increment 
  

					
	 Activities:
	  	Volume Per FTE	  	Unit of Measurement
	 Accounts Payable
	  	TBD	  	TBD
	 Travel & Expense Processing
	  	TBD	  	TBD
	 Payroll
	  	TBD	  	TBD
	 Accounts Receivable
	  	TBD	  	TBD
	 General Accounting
	  	TBD	  	TBD
	 Inventory Accounting
	  	TBD	  	TBD
	 Treasury Transactions
	  	TBD	  	TBD
	 Internal Reporting
	  	TBD	  	TBD
	 Procurement Enablement
	  	TBD	  	TBD
	 Technology and Master Data
	  	TBD	  	TBD

 H) Annual Volume 
  

							
	 Activities:
	  	Annual Volume	 	  	 Units of Measurement

	 Accounts Payable
	  	 	[****]	* 	  	Total invoice processing + Trade Payables + invoice payment. TBC during TA/KA
	 Travel & Expense Processing
	  	 	[****]	* 	  	Touched expense reports. TBC during TA/KA
	 Payroll
	  	 	[****]	* 	  	Number of employees supported (to be confirmed during TA/KA)
	 Accounts Receivable
	  	 	[****]	* 	  	Payments Received (excludes other activities such as customer disputes, etc which has to be accounted for in TA/KA)
	 General Accounting
	  	 	TBD	  	  	TBD
	 Inventory Accounting
	  	 	TBD	  	  	TBD
	 Treasury Transactions
	  	 	TBD	  	  	TBD
	 Internal Reporting
	  	 	TBD	  	  	TBD
	 Procurement Enablement
	  	 	[****]	* 	  	Number of POs created. TBC during TA/KA
	 Technology and Master Data
	  	 	[****]	* 	  	VMD requests in [****]* only. TBC during TA/KA

  

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

 CONFIDENTIAL TREATMENT REQUESTED 

 

 Attachment 4.1.2 - Pricing Tables - Finance Services 

AMA Pricing Exhibit 
 A) Annual Productivity Gains

  

																					
	 Activities:
	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Accounts Payable
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Travel & Expense Processing
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Payroll
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Accounts Receivable
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 General Accounting
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Inventory Accounting
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Treasury Transactions
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Internal Reporting
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Procurement Enablement
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Technology and Master Data
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 

 B) Pricing Table - Cost Per Hour FTE 
  

													
	 Activities:
	  	On shore	 	  	Offshore	 	  	Nearshore	 
	 Accounts Payable
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Travel & Expense Processing
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Payroll
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Accounts Receivable
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 General Accounting
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Inventory Accounting
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Treasury Transactions
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Internal Reporting
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Procurement Enablement
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Technology and Master Data
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 

 C) Productive Hours 
  

					
	 Productive Hours
	  	 	[****]	* 

 D) Personnel Projection Matrix (including annual productivity gain) 

 

																							
	 Activities
	  	 	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Accounts Payable
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Travel & Expense Processing
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Payroll
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Accounts Receivable
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 General Accounting
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Inventory Accounting
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Treasury Transactions
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Internal Reporting
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Procurement Enablement
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Technology and Master Data
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 

 CONFIDENTIAL TREATMENT REQUESTED 

 

																							
		  	Total FTE Per Year	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 

 E) Pass Through Expenses 
  

																																	
		 				 				 				 				 				 		 	Baseline Volume:
												
	 	 	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 	 	                	 	Year 1	 	Year 2	 	Year 3	 	Year 4	 	Year 5
	 Mailroom & Scanning - Solution to be defined
	 				 				 				 				 				 	 	TBD	 	TBD	 	TBD	 	TBD	 	TBD
	 Outbound Calls & Call Forwarding - Solution to be defined
	 				 				 				 				 				 	 	TBD	 	TBD	 	TBD	 	TBD	 	TBD
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	 		 		 		 		 	
	 Total Pass Through Cost Per Year
		$	—  	  		$	—  	  		$	—  	  		$	—  	  		$	—  	  											

 F) Overall Cost: Total FTE and Pass Through Costs Per year 

 

																					
	 	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Total On-going + Pass Through Cost Per Year
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 

 G) FTE Increment 
  

					
	 Activities:
	  	Volume Per FTE	  	Unit of Measurement
	 Accounts Payable
	  	TBD	  	TBD
	 Travel & Expense Processing
	  	TBD	  	TBD
	 Payroll
	  	TBD	  	TBD
	 Accounts Receivable
	  	TBD	  	TBD
	 General Accounting
	  	TBD	  	TBD
	 Inventory Accounting
	  	TBD	  	TBD
	 Treasury Transactions
	  	TBD	  	TBD
	 Internal Reporting
	  	TBD	  	TBD
	 Procurement Enablement
	  	TBD	  	TBD
	 Technology and Master Data
	  	TBD	  	TBD

 H) Annual Volume 
  

							
	 Activities:
	  	Annual Volume	 	  	 Units of Measurement

	 Accounts Payable
	  	 	[****]	* 	  	Trade Payable + HSBC Payments + Quatrro Pos (annualized). TBC during TA/KA
	 Travel & Expense Processing
	  	 	[****]	* 	  	Touched expense reports.
	 Payroll
	  	 	[****]	* 	  	Number of employees supported (to be confirmed during TA/KA)
	 Accounts Receivable
	  	 	[****]	* 	  	Number of cash applications + AR invoicing. TBC during TA/KA
	 General Accounting
	  	 	TBD	  	  	Journals (extrapolated from 5 months data) + Volume from Quatrro. TBC during TA/KA
	 Inventory Accounting
	  	 	TBD	  	  	TBD
	 Treasury Transactions
	  	 	TBD	  	  	TBD
	 Internal Reporting
	  	 	TBD	  	  	TBD
	 Procurement Enablement
	  	 	[****]	* 	  	TBD
	 Technology and Master Data
	  	 	[****]	* 	  	Number of Master Data Requests (Quattro) - TBC during TA/KA

  

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

 CONFIDENTIAL TREATMENT REQUESTED 

 

 Attachment 4.1.2 - Pricing Tables - Finance Services 

Volume Details 
 A) Accounts Payable 

 

																																																									
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	Annualized	 
	 Invoice processing [****]*
	 	 	P01	  	 	 	P02	  	 	 	P03	  	 	 	P04	  	 	 	P05	  	 	 	P06	  	 	 	P07	  	 	 	P08	  	 	 	P09	  	 	 	P10	  	 	 	P11	  	 	 	P12	  	 	 	TOTAL	  	 			
	 LSE* Posted Direct (direct debits, manual payments)
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
	 LSE* Posted ReadSoft
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
	 LSE* Rejected
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
		 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 			
	 LSE* TOTAL
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
		 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 			
	 LSA* Posted Direct (direct debits, manual payments)
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
	 LSA* Posted ReadSoft
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
	 LSA* Posted EDI (Direct Payables Retail LS US only)
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
	 LSA* Rejected
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
		 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 			
	 LSA* TOTAL
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
		 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 			
															
	 Accounts Payable Quattro (Indirect payables- AMA* region)
	 	 	P01	  	 	 	P02	  	 	 	P03	  	 	 	P04	  	 	 	P05	  	 	 	P06	  	 	 	P07	  	 	 	P08	  	 	 	P09	  	 	 	P10	  	 	 	P11	  	 	 	P12	  	 	 	TOTAL	  	 			
	 Non PO invoices
	 				 				 				 				 				 				 				 				 				 				 				 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 PO invoices
	 				 				 				 				 				 				 				 				 				 				 				 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Count of Invoice Escalated (0-2 days)
	 				 				 				 				 				 				 				 				 				 				 				 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Count of Invoice Escalated (3-4 days)
	 				 				 				 				 				 				 				 				 				 				 				 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Count of Invoice Escalated (> 5 days)
	 				 				 				 				 				 				 				 				 				 				 				 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
															
	 Accounts Payable Trade payables (Tradex EDI invoices largely- LS&Co Singapore
SSC)
	 	 	P01	  	 	 	P02	  	 	 	P03	  	 	 	P04	  	 	 	P05	  	 	 	P06	  	 	 	P07	  	 	 	P08	  	 	 	P09	  	 	 	P10	  	 	 	P11	  	 	 	P12	  	 	 
 
 
 	TOTAL
(per annum,
estimate from
RFP)	  
  
  
  	 			
	 LSA
	 				 				 				 				 				 				 				 				 				 				 				 				 	 	[****]	* 	 			
	 	 	 	 	 	 	 	 	 	 	 	 	 	 
 
 
 
 
 
 	(less Retail
Direct EDI
processed in
[****]*
separately
included in
the table above)	  
  
  
  
  
  
  	 			
	 LSE
	 				 				 				 				 				 				 				 				 				 				 				 				 	 	[****]	* 	 			
	 AMA
	 				 				 				 				 				 				 				 				 				 				 				 				 	 	[****]	* 	 			
															
	 Accounts Payable Trade payables (Manual Invoices- Direct Payables)
	 	 	P01	  	 	 	P02	  	 	 	P03	  	 	 	P04	  	 	 	P05	  	 	 	P06	  	 	 	P07	  	 	 	P08	  	 	 	P09	  	 	 	P10	  	 	 	P11	  	 	 	P12	  	 	 	TOTAL	  	 			
	 LSA
	 				 				 				 				 				 				 				 				 				 				 				 				 	 
 
 
 	Included in
[****]* AP
volumes per
reporting pack	  
  
  
  	 			
	 LSE
	 				 				 				 				 				 				 				 				 				 				 				 				 	 
 
 
 	Included in
[****]* AP
volumes per
reporting pack	  
  
  
  	 			
	 AMA
	 				 				 				 				 				 				 				 				 				 				 				 				 	 
 	[****]* (per
RFP volumes)	  
  	 	 	[****]	* 
															
	 Invoice Payment
	 	 	P01	  	 	 	P02	  	 	 	P03	  	 	 	P04	  	 	 	P05	  	 	 	P06	  	 	 	P07	  	 	 	P08	  	 	 	P09	  	 	 	P10	  	 	 	P11	  	 	 	P12	  	 	 
 	TOTAL /
Simple Ave	  
  	 			
	 LSE* Volume of Payments
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
	 LSE* Volume of Rejections
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
	 LSE* Euro ACH
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
	 LSE* ACH
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
	 LSE* Int’l Wire
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
	 LSUS* Volume of Payments
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
	 LSUS* Volume of Rejections
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
	 LSUS* Check
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
	 LSUS* ACH
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
	 LSUS* Int’l Wire
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
	 LSUS* Dom Wire
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
															
	 Payments AMA-GS2
	 	 	P01	  	 	 	P02	  	 	 	P03	  	 	 	P04	  	 	 	P05	  	 	 	P06	  	 	 	P07	  	 	 	P08	  	 	 	P09	  	 	 	P10	  	 	 	P11	  	 	 	P12	  	 	 	TOTAL	  	 			
	 HSBC Citibank Payments processed
	 				 				 				 				 				 				 				 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
				
	B) Travel & Expense Processing	  	 				 				 			
															
	 Total T&E Volumes
	 	 	P01	  	 	 	P02	  	 	 	P03	  	 	 	P04	  	 	 	P05	  	 	 	P06	  	 	 	P07	  	 	 	P08	  	 	 	P09	  	 	 	P10	  	 	 	P11	  	 	 	P12	  	 	 	Total	  	 			
	 Touched
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
	 Automatic
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			

 CONFIDENTIAL TREATMENT REQUESTED 

 

																																																									
	 Touched T&E Reports
	 	P01	 	 	P02	 	 	P03	 	 	P04	 	 	P05	 	 	P06	 	 	P07	 	 	P08	 	 	P09	 	 	P10	 	 	P11	 	 	P12	 	 	Total	 	 	 	 
	 LSEMA
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
	 LSUS & LSC
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
	 APD
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
	 LSM
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
															
	C) Accounts Receivable	 				 				 				 				 				 				 				 				 				 				 				 				 				 			
															
	 Accounts Receivable
	 	P01	 	 	P02	 	 	P03	 	 	P04	 	 	P05	 	 	P06	 	 	P07	 	 	P08	 	 	P09	 	 	P10	 	 	P11	 	 	P12	 	 	TOTAL	 	 	 	 
	 LSE Payments received
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
	 LSE Payments auto-cleared
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
	 LSE Payments manually cleared
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
	 LSE Payment Application Cycle Time
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
	 LSUS Payments received
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
	 LSUS Payments auto-cleared
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
	 LSUS Payments manually cleared
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
	 LSUS Payment Application Cycle Time
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
															
	 Cash Applications - AMA-GS2
	 	P01	 	 	P02	 	 	P03	 	 	P04	 	 	P05	 	 	P06	 	 	P07	 	 	P08	 	 	P09	 	 	P10	 	 	P11	 	 	P12	 	 	TOTAL	 	 	 	 
	 Cash Application
	 				 				 				 				 				 				 				 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
															
	 Cash Applications - Quattro
	 	P01	 	 	P02	 	 	P03	 	 	P04	 	 	P05	 	 	P06	 	 	P07	 	 	P08	 	 	P09	 	 	P10	 	 	P11	 	 	P12	 	 	TOTAL	 	 	 	 
	 No. of Assignments
	 				 				 				 				 				 				 				 				 				 				 				 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Number of Allocations
	 				 				 				 				 				 				 				 				 				 				 				 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Assignment & Allocations in F - 28
	 				 				 				 				 				 				 				 				 				 				 				 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Error Count
	 				 				 				 				 				 				 				 				 				 				 				 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Number of Dr/Cr memos processed
	 				 				 				 				 				 				 				 				 				 				 				 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
															
	 Accounts Receivable - Quattro
	 	P01	 	 	P02	 	 	P03	 	 	P04	 	 	P05	 	 	P06	 	 	P07	 	 	P08	 	 	P09	 	 	P10	 	 	P11	 	 	P12	 	 	TOTAL	 	 	 	 
	 Accounts Receivable Invoicing
	 				 				 				 				 				 				 				 				 				 				 				 	 	112	  	 	 	112	  	 	 	[****]	* 
															
	 Accounts Receivable - OTC LSE
	 	P01	 	 	P02	 	 	P03	 	 	P04	 	 	P05	 	 	P06	 	 	P07	 	 	P08	 	 	P09	 	 	P10	 	 	P11	 	 	P12	 	 	TOTAL	 	 	 	 
	 # of customers handled
	 				 				 				 				 				 				 				 				 				 				 				 				 	 	[7,000]	* 	 			
	 # of customer collections calls & emails
	 				 				 				 				 				 				 				 				 				 				 				 				 	 	Not available	  	 			
	 # of customer disputes handled
	 				 				 				 				 				 				 				 				 				 				 				 				 	 	[****]* p.a.	  	 			
	 # of dunning letters
	 				 				 				 				 				 				 				 				 				 				 				 				 	 	[****]* per week	  	 			
	 # of customer statements generated
	 				 				 				 				 				 				 				 				 				 				 				 				 	 	[****]* per month	  	 			
	 # of customer accounts reconciled
	 				 				 				 				 				 				 				 				 				 				 				 				 	 	[****]* per week	  	 			
	 # of credit review transactions
	 				 				 				 				 				 				 				 				 				 				 				 				 	 	[****]* per annum	  	 			
	  

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

      

	  
 D) General Accounting
	 
   

															
	 GL Process - AMA-GS2
	 	P01	 	 	P02	 	 	P03	 	 	P04	 	 	P05	 	 	P06	 	 	P07	 	 	P08	 	 	P09	 	 	P10	 	 	P11	 	 	P12	 	 	TOTAL	 	 	 	 
	 Journals
	 				 				 				 				 				 				 				 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
															
	 Fixed Assets - Quattro
	 	P01	 	 	P02	 	 	P03	 	 	P04	 	 	P05	 	 	P06	 	 	P07	 	 	P08	 	 	P09	 	 	P10	 	 	P11	 	 	P12	 	 	TOTAL	 	 	 	 
	 Acquisition
	 				 				 				 				 				 				 				 				 				 				 				 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Transfer and Change
	 				 				 				 				 				 				 				 				 				 				 				 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retirement
	 				 				 				 				 				 				 				 				 				 				 				 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Capex
	 				 				 				 				 				 				 				 				 				 				 				 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Opex
	 				 				 				 				 				 				 				 				 				 				 				 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  

 E) Inventory Accounting 

Volume for inventory accounting adjustments is not available 

F) Treasury 
 To be determined during Transition
Analysis (TA). 
 G) Internal Reporting 

 CONFIDENTIAL TREATMENT REQUESTED 

 

 List of reports, frequency and timelines for each in-scope report for Wipro to be finalized during Transition
Analysis. 
 H) Indirect Procurement 
  

																																																									
	 Procurement
	 	P01	 	 	P02	 	 	P03	 	 	P04	 	 	P05	 	 	P06	 	 	P07	 	 	P08	 	 	P09	 	 	P10	 	 	P11	 	 	P12	 	 	TOTAL	 	 	 	 
	 LSE Volume of PO’s created
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
	 LSE Volume of PO lines created
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
	 LSUS Volume of PO’s created
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
	 LSUS Volume of PO lines created
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
	 LSE PO creation cycle time (days)
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
	 LSUS PO creation cycle time (days)
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
	 Catalog Management
	 	 	Catalogs are currently not used by LS&Co	  	 			
	  
 I) Technology and Master Data
	 				 			
															
	 MDM
	 	P01	 	 	P02	 	 	P03	 	 	P04	 	 	P05	 	 	P06	 	 	P07	 	 	P08	 	 	P09	 	 	P10	 	 	P11	 	 	P12	 	 	TOTAL	 	 	 	 
	 LSE VMD requests
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
	 LSUS VMD requests
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
	 LSE VMD cycle time
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
	 LSUS VMD cycle time
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 			
															
	 Master Data - AMA-GS2
	 	P01	 	 	P02	 	 	P03	 	 	P04	 	 	P05	 	 	P06	 	 	P07	 	 	P08	 	 	P09	 	 	P10	 	 	P11	 	 	P12	 	 	TOTAL	 	 	 	 
	 Cost Center
	 				 				 				 				 				 				 				 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 GL Account
	 				 				 				 				 				 				 				 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
															
	 Master Data - Quattro
	 	P01	 	 	P02	 	 	P03	 	 	P04	 	 	P05	 	 	P06	 	 	P07	 	 	P08	 	 	P09	 	 	P10	 	 	P11	 	 	P12	 	 	TOTAL	 	 	 	 
	 Customer Master - Creation
	 				 				 				 				 				 				 				 				 				 				 				 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Customer Master - Change
	 				 				 				 				 				 				 				 				 				 				 				 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Customer Master - Second Pass Accuracy
	 				 				 				 				 				 				 				 				 				 				 				 	 	[****]	* 	 	 	[****]	* 	 			
	 Bank Master
	 				 				 				 				 				 				 				 				 				 				 				 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Vendor Master - Creation
	 				 				 				 				 				 				 				 				 				 				 				 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Vendor Master - Change
	 				 				 				 				 				 				 				 				 				 				 				 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Employee Master - Creation
	 				 				 				 				 				 				 				 				 				 				 				 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Employee Master - Change
	 				 				 				 				 				 				 				 				 				 				 				 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Internal Order - Creation
	 				 				 				 				 				 				 				 				 				 				 				 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Internal Order - Change
	 				 				 				 				 				 				 				 				 				 				 				 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 

  

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

 CONFIDENTIAL TREATMENT REQUESTED - REDACTED COPY 

Confidential 
 Execution
Version 
 MASTER SERVICES AGREEMENT 

By and Between 
 Levi
Strauss & Co. 
 And 

Wipro Limited 

November 7, 2014 

Exhibit 4 
 Pricing
Tables 
 Attachment 4.1.3 

IT 
  

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

 CONFIDENTIAL TREATMENT REQUESTED 

Exhibit 4.3- Pricing Tables - Information Technology - Project Work 

Global Pricing Exhibit 
 A) Pricing Table: Cost per
Hour per FTE 
  

																													
	 Technology / Function
	  	 Project Work Roles
	  	 Level
	  	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	On shore -
[****]*	 	 	Offshore	 	 	Nearshore	 
	 .NET / Java
	  	Business Analyst	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 .NET / Java
	  	Systems Analyst	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 .NET / Java
	  	Developer	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 .NET / Java
	  	Project Manager	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 .NET / Java
	  	QA Tester	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 .NET / Java
	  	Systems Administrator	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 .NET / Java
	  	Technical Delivery Manager	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 .NET / Java
	  	Technical Support Analyst	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 .NET / Java
	  	Solution/System Architect	  	N/A	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 .NET / Java
	  	Technical Lead	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 UI/Human Factors
	  	Systems Analyst	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - BO
	  	Application Support Analyst	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - BO
	  	Business Analyst	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - BO
	  	Systems Analyst	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - BO
	  	Developer	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - BO
	  	Project Manager	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - BO
	  	QA Tester	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - BO
	  	Systems Administrator	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - BO
	  	Technical Delivery Manager	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - BO
	  	Technical Support Analyst	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - BO
	  	Solution/System Architect	  	N/A	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - BO
	  	Technical Lead	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - BW
	  	Application Support Analyst	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - BW
	  	Business Analyst	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - BW
	  	Systems Analyst	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - BW
	  	Developer	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - BW
	  	Project Manager	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - BW
	  	QA Tester	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - BW
	  	Systems Administrator	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - BW
	  	Technical Delivery Manager	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - BW
	  	Technical Support Analyst	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - BW
	  	Solution/System Architect	  	N/A	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - BW
	  	Technical Lead	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - FI
	  	Application Support Analyst	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - FI
	  	Business Analyst	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - FI
	  	Systems Analyst	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - FI
	  	Developer	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - FI
	  	Project Manager	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - FI
	  	QA Tester	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - FI
	  	Systems Administrator	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - FI
	  	Technical Delivery Manager	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - FI
	  	Technical Support Analyst	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - FI
	  	Solution/System Architect	  	N/A	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - FI
	  	Technical Lead	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - CO
	  	Application Support Analyst	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - CO
	  	Business Analyst	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - CO
	  	Systems Analyst	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - CO
	  	Developer	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - CO
	  	Project Manager	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - CO
	  	QA Tester	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - CO
	  	Systems Administrator	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - CO
	  	Technical Delivery Manager	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - CO
	  	Technical Support Analyst	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - CO
	  	Solution/System Architect	  	N/A	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - CO
	  	Technical Lead	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - MM
	  	Application Support Analyst	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - MM
	  	Business Analyst	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - MM
	  	Systems Analyst	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - MM
	  	Developer	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - MM
	  	Project Manager	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - MM
	  	QA Tester	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - MM
	  	Systems Administrator	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - MM
	  	Technical Delivery Manager	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - MM
	  	Technical Support Analyst	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - MM
	  	Solution/System Architect	  	N/A	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - MM
	  	Technical Lead	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - SD
	  	Application Support Analyst	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - SD
	  	Business Analyst	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - SD
	  	Systems Analyst	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 SAP - ERP - SD
	  	Developer	  	I	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 

 CONFIDENTIAL TREATMENT REQUESTED 

 

																													
	 SAP - ERP - SD
		Project Manager		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		QA Tester		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		Systems Administrator		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		Technical Delivery Manager		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		Technical Support Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		Technical Lead		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		Application Support Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		Business Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		Systems Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		Developer		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		Project Manager		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		QA Tester		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		Systems Administrator		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		Technical Delivery Manager		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		Technical Support Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		Technical Lead		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		Application Support Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		Business Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		Systems Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		Developer		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		Project Manager		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		QA Tester		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		Systems Administrator		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		Technical Delivery Manager		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		Technical Support Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		Technical Lead		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		Application Support Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		Business Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		Systems Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		Developer		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		Project Manager		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		QA Tester		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		Systems Administrator		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		Technical Delivery Manager		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		Technical Support Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		Technical Lead		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		Application Support Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		Business Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		Systems Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		Developer		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		Project Manager		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		QA Tester		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		Systems Administrator		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		Technical Delivery Manager		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		Technical Support Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		Technical Lead		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		Application Support Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		Business Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		Systems Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		Developer		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		Project Manager		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		QA Tester		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		Systems Administrator		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		Technical Delivery Manager		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		Technical Support Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		Technical Lead		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		Application Support Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		Business Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		Systems Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		Developer		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		Project Manager		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		QA Tester		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		Systems Administrator		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		Technical Delivery Manager		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		Technical Support Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		Technical Lead		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		Application Support Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		Business Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		Systems Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		Developer		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		Project Manager		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		QA Tester		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 

 CONFIDENTIAL TREATMENT REQUESTED 

 

																													
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		Systems Administrator		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		Technical Delivery Manager		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		Technical Support Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		Technical Lead		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		Application Support Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		Business Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		Systems Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		Developer		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		Project Manager		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		QA Tester		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		Systems Administrator		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		Technical Delivery Manager		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		Technical Support Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		Technical Lead		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		Application Support Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		Business Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		Systems Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		Developer		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		Project Manager		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		QA Tester		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		Systems Administrator		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		Technical Delivery Manager		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		Technical Support Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		Technical Lead		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		Application Support Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		Business Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		Systems Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		Developer		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		Project Manager		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		QA Tester		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		Systems Administrator		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		Technical Delivery Manager		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		Technical Support Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		Technical Lead		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		Application Support Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		Business Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		Systems Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		Developer		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		Project Manager		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		QA Tester		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		Systems Administrator		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		Technical Delivery Manager		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		Technical Support Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		Technical Lead		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		Application Support Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		Business Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		Systems Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		Developer		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		Project Manager		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		QA Tester		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		Systems Administrator		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		Technical Delivery Manager		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		Technical Support Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		Technical Lead		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		Application Support Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		Business Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		Systems Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		Developer		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		Project Manager		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		QA Tester		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		Systems Administrator		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		Technical Delivery Manager		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		Technical Support Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		Technical Lead		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		Application Support Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		Business Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		Systems Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		Developer		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		Project Manager		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		QA Tester		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		Systems Administrator		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		Technical Delivery Manager		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 

 CONFIDENTIAL TREATMENT REQUESTED 

 

																													
	 BI (SAS, Teradata etc)
		Technical Support Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		Technical Lead		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		Application Support Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		Business Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		Systems Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		Developer		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		Project Manager		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		QA Tester		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		Systems Administrator		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		Technical Delivery Manager		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		Technical Support Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		Technical Lead		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		Desktop Support Technician / Engineer		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		Technical Support Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		Infrastructure Engineer		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		Operations Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		Operations Technician		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		Systems Administrator-Unix/Linux		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		Systems Administrator-Windows		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		Database Administrator-MS SQL Server		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		Database Administrator-Oracle Database		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		Developer/Designer - Sharepoint		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		Business Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		Systems Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		Developer		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		Project Manager		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		QA Tester		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		Technical Delivery Manager		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		Technical Lead		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		Application Support Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		SCRUM Master/Agile Coach		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		Technical Writer		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		Enterprise Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		Network Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		Security Analyst		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		Data Modeler		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		Web Developer		I		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 .NET / Java
		Business Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 .NET / Java
		Systems Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 .NET / Java
		Developer		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 .NET / Java
		Project Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 .NET / Java
		QA Tester		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 .NET / Java
		Systems Administrator		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 .NET / Java
		Technical Delivery Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 .NET / Java
		Technical Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 .NET / Java
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 .NET / Java
		Technical Lead		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 UI/Human Factors
		Systems Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		Application Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		Business Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		Systems Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		Developer		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		Project Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		QA Tester		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		Systems Administrator		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		Technical Delivery Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		Technical Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		Technical Lead		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		Application Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		Business Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		Systems Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		Developer		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		Project Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		QA Tester		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		Systems Administrator		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		Technical Delivery Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		Technical Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		Technical Lead		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		Application Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		Business Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		Systems Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		Developer		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		Project Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		QA Tester		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 

 CONFIDENTIAL TREATMENT REQUESTED 

 

																													
	 SAP - ERP - FI
		Systems Administrator		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		Technical Delivery Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		Technical Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		Technical Lead		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		Application Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		Business Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		Systems Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		Developer		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		Project Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		QA Tester		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		Systems Administrator		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		Technical Delivery Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		Technical Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		Technical Lead		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		Application Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		Business Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		Systems Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		Developer		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		Project Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		QA Tester		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		Systems Administrator		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		Technical Delivery Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		Technical Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		Technical Lead		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		Application Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		Business Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		Systems Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		Developer		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		Project Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		QA Tester		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		Systems Administrator		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		Technical Delivery Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		Technical Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		Technical Lead		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		Application Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		Business Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		Systems Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		Developer		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		Project Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		QA Tester		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		Systems Administrator		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		Technical Delivery Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		Technical Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		Technical Lead		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		Application Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		Business Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		Systems Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		Developer		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		Project Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		QA Tester		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		Systems Administrator		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		Technical Delivery Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		Technical Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		Technical Lead		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		Application Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		Business Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		Systems Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		Developer		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		Project Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		QA Tester		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		Systems Administrator		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		Technical Delivery Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		Technical Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		Technical Lead		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		Application Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		Business Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		Systems Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		Developer		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		Project Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		QA Tester		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		Systems Administrator		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		Technical Delivery Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 

 CONFIDENTIAL TREATMENT REQUESTED 

 

																													
	 SAP - ERP - SFA
		Technical Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		Technical Lead		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		Application Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		Business Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		Systems Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		Developer		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		Project Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		QA Tester		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		Systems Administrator		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		Technical Delivery Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		Technical Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		Technical Lead		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		Application Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		Business Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		Systems Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		Developer		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		Project Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		QA Tester		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		Systems Administrator		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		Technical Delivery Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		Technical Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		Technical Lead		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		Application Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		Business Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		Systems Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		Developer		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		Project Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		QA Tester		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		Systems Administrator		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		Technical Delivery Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		Technical Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		Technical Lead		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		Application Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		Business Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		Systems Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		Developer		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		Project Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		QA Tester		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		Systems Administrator		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		Technical Delivery Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		Technical Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		Technical Lead		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		Application Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		Business Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		Systems Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		Developer		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		Project Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		QA Tester		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		Systems Administrator		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		Technical Delivery Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		Technical Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		Technical Lead		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		Application Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		Business Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		Systems Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		Developer		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		Project Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		QA Tester		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		Systems Administrator		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		Technical Delivery Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		Technical Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		Technical Lead		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		Application Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		Business Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		Systems Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		Developer		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		Project Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		QA Tester		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		Systems Administrator		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		Technical Delivery Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		Technical Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 

 CONFIDENTIAL TREATMENT REQUESTED 

 

																													
	 Visual Basic
		Technical Lead		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		Application Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		Business Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		Systems Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		Developer		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		Project Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		QA Tester		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		Systems Administrator		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		Technical Delivery Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		Technical Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		Technical Lead		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		Application Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		Business Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		Systems Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		Developer		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		Project Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		QA Tester		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		Systems Administrator		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		Technical Delivery Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		Technical Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		Technical Lead		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		Application Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		Business Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		Systems Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		Developer		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		Project Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		QA Tester		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		Systems Administrator		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		Technical Delivery Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		Technical Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		Technical Lead		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		Application Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		Business Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		Systems Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		Developer		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		Project Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		QA Tester		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		Systems Administrator		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		Technical Delivery Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		Technical Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		Technical Lead		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		Desktop Support Technician / Engineer		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		Technical Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		Infrastructure Engineer		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		Operations Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		Operations Technician		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		Systems Administrator-Unix/Linux		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		Systems Administrator-Windows		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		Database Administrator-MS SQL Server		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		Database Administrator-Oracle Database		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		Developer/Designer—Sharepoint		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		Business Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		Systems Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		Developer		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		Project Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		QA Tester		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		Technical Delivery Manager		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		Technical Lead		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		Application Support Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		SCRUM Master/Agile Coach		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		Technical Writer		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		Enterprise Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		Network Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		Security Analyst		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		Data Modeler		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		Web Developer		II		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 .NET / Java
		Business Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 .NET / Java
		Systems Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 .NET / Java
		Developer		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 .NET / Java
		Project Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 .NET / Java
		QA Tester		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 .NET / Java
		Systems Administrator		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 .NET / Java
		Technical Delivery Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 .NET / Java
		Technical Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 

 CONFIDENTIAL TREATMENT REQUESTED 

 

																													
	 .NET / Java
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 .NET / Java
		Technical Lead		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 UI/Human Factors
		Systems Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		Application Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		Business Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		Systems Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		Developer		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		Project Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		QA Tester		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		Systems Administrator		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		Technical Delivery Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		Technical Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		Technical Lead		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		Application Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		Business Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		Systems Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		Developer		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		Project Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		QA Tester		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		Systems Administrator		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		Technical Delivery Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		Technical Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		Technical Lead		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		Application Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		Business Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		Systems Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		Developer		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		Project Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		QA Tester		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		Systems Administrator		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		Technical Delivery Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		Technical Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		Technical Lead		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		Application Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		Business Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		Systems Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		Developer		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		Project Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		QA Tester		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		Systems Administrator		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		Technical Delivery Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		Technical Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		Technical Lead		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		Application Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		Business Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		Systems Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		Developer		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		Project Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		QA Tester		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		Systems Administrator		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		Technical Delivery Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		Technical Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		Technical Lead		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		Application Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		Business Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		Systems Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		Developer		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		Project Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		QA Tester		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		Systems Administrator		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		Technical Delivery Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		Technical Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		Technical Lead		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		Application Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		Business Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		Systems Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		Developer		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		Project Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		QA Tester		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		Systems Administrator		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		Technical Delivery Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		Technical Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 

 CONFIDENTIAL TREATMENT REQUESTED 

 

																													
	 SAP - ERP - FCSM
		Technical Lead		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		Application Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		Business Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		Systems Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		Developer		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		Project Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		QA Tester		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		Systems Administrator		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		Technical Delivery Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		Technical Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		Technical Lead		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		Application Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		Business Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		Systems Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		Developer		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		Project Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		QA Tester		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		Systems Administrator		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		Technical Delivery Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		Technical Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		Technical Lead		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		Application Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		Business Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		Systems Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		Developer		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		Project Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		QA Tester		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		Systems Administrator		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		Technical Delivery Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		Technical Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		Technical Lead		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		Application Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		Business Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		Systems Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		Developer		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		Project Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		QA Tester		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		Systems Administrator		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		Technical Delivery Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		Technical Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		Technical Lead		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		Application Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		Business Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		Systems Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		Developer		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		Project Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		QA Tester		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		Systems Administrator		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		Technical Delivery Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		Technical Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		Technical Lead		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		Application Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		Business Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		Systems Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		Developer		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		Project Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		QA Tester		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		Systems Administrator		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		Technical Delivery Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		Technical Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		Technical Lead		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		Application Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		Business Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		Systems Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		Developer		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		Project Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		QA Tester		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		Systems Administrator		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		Technical Delivery Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		Technical Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		Technical Lead		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		Application Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 

 CONFIDENTIAL TREATMENT REQUESTED 

 

																													
	 SAP - Hybris
		Business Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		Systems Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		Developer		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		Project Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		QA Tester		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		Systems Administrator		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		Technical Delivery Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		Technical Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		Technical Lead		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		Application Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		Business Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		Systems Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		Developer		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		Project Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		QA Tester		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		Systems Administrator		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		Technical Delivery Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		Technical Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		Technical Lead		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		Application Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		Business Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		Systems Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		Developer		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		Project Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		QA Tester		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		Systems Administrator		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		Technical Delivery Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		Technical Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		Technical Lead		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		Application Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		Business Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		Systems Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		Developer		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		Project Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		QA Tester		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		Systems Administrator		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		Technical Delivery Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		Technical Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		Technical Lead		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		Application Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		Business Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		Systems Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		Developer		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		Project Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		QA Tester		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		Systems Administrator		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		Technical Delivery Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		Technical Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		Technical Lead		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		Application Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		Business Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		Systems Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		Developer		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		Project Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		QA Tester		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		Systems Administrator		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		Technical Delivery Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		Technical Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		Technical Lead		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		Application Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		Business Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		Systems Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		Developer		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		Project Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		QA Tester		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		Systems Administrator		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		Technical Delivery Manager		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		Technical Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		Solution/System Architect		N/A		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		Technical Lead		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		Desktop Support Technician / Engineer		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		Technical Support Analyst		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		Infrastructure Engineer		III		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 

 CONFIDENTIAL TREATMENT REQUESTED 

 

																													
	 Infrastructure
		 Operations Analyst
		 III
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		 Operations Technician
		 III
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		 Systems Administrator-Unix/Linux
		 III
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		 Systems Administrator-Windows
		 III
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		 Database Administrator-MS SQL Server
		 III
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		 Database Administrator-Oracle Database
		 III
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		 Developer/Designer - Sharepoint
		 III
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		 Business Analyst
		 III
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		 Systems Analyst
		 III
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		 Developer
		 III
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		 Project Manager
		 III
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		 QA Tester
		 III
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		 Technical Delivery Manager
		 III
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		 Technical Lead
		 III
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		 Application Support Analyst
		 III
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		 SCRUM Master/Agile Coach
		 III
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		 Technical Writer
		 III
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		 Enterprise Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		 Network Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		 Security Analyst
		 III
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		 Data Modeler
		 III
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		 Web Developer
		 III
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 .NET / Java
		 Business Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 .NET / Java
		 Systems Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 .NET / Java
		 Developer
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 .NET / Java
		 Project Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 .NET / Java
		 QA Tester
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 .NET / Java
		 Systems Administrator
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 .NET / Java
		 Technical Delivery Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 .NET / Java
		 Technical Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 .NET / Java
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 .NET / Java
		 Technical Lead
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 UI/Human Factors
		 Systems Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		 Application Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		 Business Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		 Systems Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		 Developer
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		 Project Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		 QA Tester
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		 Systems Administrator
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		 Technical Delivery Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		 Technical Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		 Technical Lead
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		 Application Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		 Business Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		 Systems Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		 Developer
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		 Project Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		 QA Tester
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		 Systems Administrator
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		 Technical Delivery Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		 Technical Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		 Technical Lead
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		 Application Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		 Business Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		 Systems Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		 Developer
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		 Project Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		 QA Tester
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		 Systems Administrator
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		 Technical Delivery Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		 Technical Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		 Technical Lead
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		 Application Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		 Business Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		 Systems Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		 Developer
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		 Project Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		 QA Tester
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		 Systems Administrator
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		 Technical Delivery Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		 Technical Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		 Technical Lead
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		 Application Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 

 CONFIDENTIAL TREATMENT REQUESTED 

 

																													
	 SAP - ERP - MM
		 Business Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		 Systems Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		 Developer
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		 Project Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		 QA Tester
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		 Systems Administrator
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		 Technical Delivery Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		 Technical Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		 Technical Lead
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		 Application Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		 Business Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		 Systems Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		 Developer
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		 Project Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		 QA Tester
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		 Systems Administrator
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		 Technical Delivery Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		 Technical Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		 Technical Lead
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		 Application Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		 Business Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		 Systems Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		 Developer
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		 Project Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		 QA Tester
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		 Systems Administrator
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		 Technical Delivery Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		 Technical Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		 Technical Lead
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		 Application Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		 Business Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		 Systems Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		 Developer
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		 Project Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		 QA Tester
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		 Systems Administrator
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		 Technical Delivery Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		 Technical Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		 Technical Lead
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		 Application Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		 Business Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		 Systems Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		 Developer
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		 Project Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		 QA Tester
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		 Systems Administrator
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		 Technical Delivery Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		 Technical Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		 Technical Lead
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		 Application Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		 Business Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		 Systems Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		 Developer
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		 Project Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		 QA Tester
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		 Systems Administrator
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		 Technical Delivery Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		 Technical Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		 Technical Lead
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		 Application Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		 Business Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		 Systems Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		 Developer
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		 Project Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		 QA Tester
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		 Systems Administrator
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		 Technical Delivery Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		 Technical Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		 Technical Lead
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		 Application Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		 Business Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		 Systems Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 

 CONFIDENTIAL TREATMENT REQUESTED 

 

																													
	 SAP - ERP - DP
		 Developer
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		 Project Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		 QA Tester
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		 Systems Administrator
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		 Technical Delivery Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		 Technical Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		 Technical Lead
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		 Application Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		 Business Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		 Systems Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		 Developer
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		 Project Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		 QA Tester
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		 Systems Administrator
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		 Technical Delivery Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		 Technical Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		 Technical Lead
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		 Application Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		 Business Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		 Systems Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		 Developer
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		 Project Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		 QA Tester
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		 Systems Administrator
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		 Technical Delivery Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		 Technical Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		 Technical Lead
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		 Application Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		 Business Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		 Systems Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		 Developer
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		 Project Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		 QA Tester
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		 Systems Administrator
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		 Technical Delivery Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		 Technical Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		 Technical Lead
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		 Application Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		 Business Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		 Systems Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		 Developer
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		 Project Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		 QA Tester
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		 Systems Administrator
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		 Technical Delivery Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		 Technical Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		 Technical Lead
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		 Application Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		 Business Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		 Systems Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		 Developer
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		 Project Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		 QA Tester
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		 Systems Administrator
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		 Technical Delivery Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		 Technical Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		 Technical Lead
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		 Application Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		 Business Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		 Systems Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		 Developer
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		 Project Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		 QA Tester
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		 Systems Administrator
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		 Technical Delivery Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		 Technical Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		 Technical Lead
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		 Application Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		 Business Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		 Systems Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		 Developer
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		 Project Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 

 CONFIDENTIAL TREATMENT REQUESTED 

 

																													
	 RedPrairie
		 QA Tester
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		 Systems Administrator
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		 Technical Delivery Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		 Technical Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		 Technical Lead
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		 Application Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		 Business Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		 Systems Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		 Developer
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		 Project Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		 QA Tester
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		 Systems Administrator
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		 Technical Delivery Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		 Technical Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		 Technical Lead
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		 Application Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		 Business Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		 Systems Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		 Developer
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		 Project Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		 QA Tester
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		 Systems Administrator
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		 Technical Delivery Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		 Technical Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		 Technical Lead
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		 Desktop Support Technician / Engineer
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		 Technical Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		 Infrastructure Engineer
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		 Operations Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		 Operations Technician
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		 Systems Administrator-Unix/Linux
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		 Systems Administrator-Windows
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		 Database Administrator-MS SQL Server
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		 Database Administrator-Oracle Database
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		 Developer/Designer - Sharepoint
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		 Business Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		 Systems Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		 Developer
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		 Project Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		 QA Tester
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		 Technical Delivery Manager
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		 Technical Lead
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		 Application Support Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		 SCRUM Master/Agile Coach
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		 Technical Writer
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		 Enterprise Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		 Network Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		 Security Analyst
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		 Data Modeler
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		 Web Developer
		 IV
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 .NET / Java
		 Business Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 .NET / Java
		 Systems Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 .NET / Java
		 Developer
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 .NET / Java
		 Project Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 .NET / Java
		 QA Tester
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 .NET / Java
		 Systems Administrator
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 .NET / Java
		 Technical Delivery Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 .NET / Java
		 Technical Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 .NET / Java
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 .NET / Java
		 Technical Lead
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 UI/Human Factors
		 Systems Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		 Application Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		 Business Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		 Systems Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		 Developer
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		 Project Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		 QA Tester
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		 Systems Administrator
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		 Technical Delivery Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		 Technical Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BO
		 Technical Lead
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		 Application Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		 Business Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		 Systems Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 

 CONFIDENTIAL TREATMENT REQUESTED 

 

																													
	 SAP - ERP - BW
		 Developer
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		 Project Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		 QA Tester
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		 Systems Administrator
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		 Technical Delivery Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		 Technical Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - BW
		 Technical Lead
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		 Application Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		 Business Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		 Systems Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		 Developer
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		 Project Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		 QA Tester
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		 Systems Administrator
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		 Technical Delivery Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		 Technical Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FI
		 Technical Lead
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		 Application Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		 Business Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		 Systems Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		 Developer
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		 Project Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		 QA Tester
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		 Systems Administrator
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		 Technical Delivery Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		 Technical Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - CO
		 Technical Lead
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		 Application Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		 Business Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		 Systems Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		 Developer
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		 Project Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		 QA Tester
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		 Systems Administrator
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		 Technical Delivery Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		 Technical Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - MM
		 Technical Lead
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		 Application Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		 Business Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		 Systems Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		 Developer
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		 Project Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		 QA Tester
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		 Systems Administrator
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		 Technical Delivery Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		 Technical Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SD
		 Technical Lead
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		 Application Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		 Business Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		 Systems Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		 Developer
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		 Project Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		 QA Tester
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		 Systems Administrator
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		 Technical Delivery Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		 Technical Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - FCSM
		 Technical Lead
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		 Application Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		 Business Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		 Systems Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		 Developer
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		 Project Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		 QA Tester
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		 Systems Administrator
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		 Technical Delivery Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		 Technical Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Retail
		 Technical Lead
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		 Application Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		 Business Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		 Systems Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		 Developer
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		 Project Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 

 CONFIDENTIAL TREATMENT REQUESTED 

 

																													
	 SAP - ERP - LEO
		 QA Tester
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		 Systems Administrator
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		 Technical Delivery Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		 Technical Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - LEO
		 Technical Lead
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		 Application Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		 Business Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		 Systems Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		 Developer
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		 Project Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		 QA Tester
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		 Systems Administrator
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		 Technical Delivery Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		 Technical Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - SFA
		 Technical Lead
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		 Application Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		 Business Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		 Systems Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		 Developer
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		 Project Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		 QA Tester
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		 Systems Administrator
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		 Technical Delivery Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		 Technical Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - APO
		 Technical Lead
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		 Application Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		 Business Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		 Systems Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		 Developer
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		 Project Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		 QA Tester
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		 Systems Administrator
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		 Technical Delivery Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		 Technical Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - DP
		 Technical Lead
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		 Application Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		 Business Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		 Systems Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		 Developer
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		 Project Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		 QA Tester
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		 Systems Administrator
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		 Technical Delivery Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		 Technical Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - ERP - Portals, Middleware, App Server, Archive Link, Other
		 Technical Lead
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		 Application Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		 Business Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		 Systems Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		 Developer
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		 Project Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		 QA Tester
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		 Systems Administrator
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		 Technical Delivery Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		 Technical Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - HANA
		 Technical Lead
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		 Application Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		 Business Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		 Systems Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		 Developer
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		 Project Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		 QA Tester
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		 Systems Administrator
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		 Technical Delivery Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		 Technical Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 SAP - Hybris
		 Technical Lead
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		 Application Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		 Business Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		 Systems Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		 Developer
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		 Project Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		 QA Tester
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		 Systems Administrator
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 

 CONFIDENTIAL TREATMENT REQUESTED 

 

																													
	 Raymark
		 Technical Delivery Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		 Technical Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Raymark
		 Technical Lead
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		 Application Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		 Business Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		 Systems Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		 Developer
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		 Project Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		 QA Tester
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		 Systems Administrator
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		 Technical Delivery Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		 Technical Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Visual Basic
		 Technical Lead
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		 Application Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		 Business Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		 Systems Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		 Developer
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		 Project Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		 QA Tester
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		 Systems Administrator
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		 Technical Delivery Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		 Technical Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Hyperion / Essbase
		 Technical Lead
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		 Application Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		 Business Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		 Systems Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		 Developer
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		 Project Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		 QA Tester
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		 Systems Administrator
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		 Technical Delivery Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		 Technical Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 RedPrairie
		 Technical Lead
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		 Application Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		 Business Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		 Systems Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		 Developer
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		 Project Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		 QA Tester
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		 Systems Administrator
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		 Technical Delivery Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		 Technical Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 BI (SAS, Teradata etc)
		 Technical Lead
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		 Application Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		 Business Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		 Systems Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		 Developer
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		 Project Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		 QA Tester
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		 Systems Administrator
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		 Technical Delivery Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		 Technical Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Workday
		 Technical Lead
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		 Desktop Support Technician / Engineer
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		 Technical Support Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		 Infrastructure Engineer
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		 Operations Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		 Operations Technician
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		 Systems Administrator-Unix/Linux
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		 Systems Administrator-Windows
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		 Database Administrator-MS SQL Server
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		 Database Administrator-Oracle Database
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 Infrastructure
		 Developer/Designer - Sharepoint
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		 Business Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		 Systems Analyst
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		 Developer
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		 Project Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		 QA Tester
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		 Technical Delivery Manager
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		 Solution/System Architect
		 N/A
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
	 General
		 Technical Lead
		 V
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 

 CONFIDENTIAL TREATMENT REQUESTED 

 

																													
	 General
	  	 Application Support Analyst
	  	 V
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 General
	  	 SCRUM Master/Agile Coach
	  	 V
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 General
	  	 Technical Writer
	  	 V
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 General
	  	 Enterprise Architect
	  	 N/A
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 General
	  	 Network Architect
	  	 N/A
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 General
	  	 Security Analyst
	  	 V
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 General
	  	 Data Modeler
	  	 V
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 General
	  	 Web Developer
	  	 V
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 

 B) Pass Through Expenses 
  

																	
		 		 	Baseline Volume:
									
	 	 	Year 1	 	Year 2	 	Year 3	 	Year 4	 	Year 5	 	 	 	Year 1	 	Year 2
		 	N/A	 	N/A	 	N/A	 	N/A	 	N/A	 	 	N/A	 	N/A

 C) Overall Cost: Total FTE and Pass Through Costs Per year

  

																					
	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Total On-going + Pass Through Cost Per Year
	  	 	N/A	  	  	 	N/A	  	  	 	N/A	  	  	 	N/A	  	  	 	N/A	  
		  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 

 D) Annual Volume 
  

					
	 Activities:
	  	Annual Volume	  	Unit of Measurement
		  	N/A	  	N/A

 CONFIDENTIAL TREATMENT REQUESTED 

 

 Exhibit 4.3- Pricing Tables - Information Technology - Testing COE 

Global Pricing Exhibit 
 A) Annual Productivity Gains

  

																					
	 Activities:
	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Testing CoE
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 

 B) Pricing Table - Cost Per Hour FTE 
  

													
	 Activities:
	  	On shore	 	  	Offshore	 	  	Nearshore	 
	 Testing CoE
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 

 C) Productive Hours 

 

					
	 Productive Hours - Onshore
	  	 	[****]	* 
	 Productive Hours - Offshore
	  	 	[****]	* 

 D) Personnel Projection Matrix (including annual productivity gain) 

 

																							
	 Activities
	  	 	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Testing CoE
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	 Offshore
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	 Nearshore
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 
			 Total FTE Per Year
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 

 E) Pass Through Expenses 
  

																							
															Baseline Volume:
												
	 	 	Year 1	 	Year 2	 	Year 3	 	Year 4	 	Year 5	 	 	 	Year 1	 	Year 2	 	Year 3	 	Year 4	 	Year 5
		 		 		 		 		 		 	 		 		 		 		 	
		 		 		 		 		 		 	 		 		 		 		 	
		 		 		 		 		 		 	 		 		 		 		 	
		 		 		 		 		 		 	 		 		 		 		 	
		 		 		 		 		 		 	 		 		 		 		 	
		 		 		 		 		 		 	 		 		 		 		 	
		 		 		 		 		 		 	 		 		 		 		 	

  

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

 CONFIDENTIAL TREATMENT REQUESTED 

 

																																							
		 				 				 				 				 				 		 	 	        	  	 		 	 	         	  	 	 	         	  	 	
		 				 				 				 				 				 	 				 		 				 				 	
		 				 				 				 				 				 	 				 		 				 				 	
		 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	 				 		 				 				 	
	 Total Pass Through Cost Per Year
		$	—  	  		$	—  	  		$	—  	  		$	—  	  		$	—  	  																	

 F) Overall Cost: Total FTE and Pass Through Costs Per year

  

																					
	 	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Total On-going + Pass Through Cost Per Year
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 

 G) FTE Increment 
  

					
	 Activities:
	  	Volume Per FTE	  	Unit of Measurement
	 Testing CoE
	  	TBD	  	Hours of testing

 H) Annual Volume 

 

					
	 Activities:
	  	Annual Volume	  	Unit of Measurement
	 Testing COE
	  	TBD	  	Hours of testing

  

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

 CONFIDENTIAL TREATMENT REQUESTED 

 

 Exhibit 4.3- Pricing Tables - Information Technology - Support Maintenance 

Global Pricing Exhibit 
 A) Annual Productivity Gains

  

																					
	 Activities:
	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 SAP
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 eCommerce
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Retail
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Wholesale
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Global Supply Chain
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Corp & BI
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 

 B) Pricing Table - Cost Per Hour FTE 
  

													
	 Activities:
	  	On shore]*	 	  	Offshore	 	  	Nearshore	 
	 SAP
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 eCommerce
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Retail
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Wholesale
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Global Supply Chain
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Corp & BI
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 

 C) Productive Hours 
  

					
	 Productive Hours - On shore
	  	 	[****]	* 
	 Productive Hours - Offshore
	  	 	[****]	* 
	 Productive Hours - Nearshore
	  	 	[****]	* 

 D) Personnel Projection Matrix (including annual productivity gain) 

 

																							
	 Activities
	  	 	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 SAP
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 eCommerce
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Retail
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Wholesale
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Global Supply Chain
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Corp & Bi
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 
			 Total FTE Per Year
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 

 
 E) Pass Through Expenses 

 

																							
															Baseline Volume:
												
	 	 	Year 1	 	Year 2	 	Year 3	 	Year 4	 	Year 5	 	 	 	Year 1	 	Year 2	 	Year 3	 	Year 4	 	Year 5
		 		 		 		 		 		 	 		 		 		 		 	
		 		 		 		 		 		 	 		 		 		 		 	
		 		 		 		 		 		 	 		 		 		 		 	
		 		 		 		 		 		 	 		 		 		 		 	
		 		 		 		 		 		 	 		 		 		 		 	
		 		 		 		 		 		 	 		 		 		 		 	
		 		 		 		 		 		 	 		 		 		 		 	
		 		 		 		 		 		 	 		 		 		 		 	

  

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

 CONFIDENTIAL TREATMENT REQUESTED 

 

																																											
		 				 				 				 				 				 		 	 	             	  	 	 	             	  	 	 	             	  	 	 	             	  	 	 	             	  
		 				 				 				 				 				 	 				 				 				 				 			
		 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	 				 				 				 				 			
	 Total Pass Through Cost Per Year
	 	$	—  	  	 	$	—  	  	 	$	—  	  	 	$	—  	  	 	$	—  	  	 	 				 				 				 				 			

 F) Overall Cost: Total FTE and Pass Through Costs Per year

  

																					
	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Total On-going + Pass Through Cost Per Year
	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
		  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 

 G) FTE Increment 
  

									
	 Activities:
	  	Volume Per FTE	  	Unit of Measurement	  	Volume Per FTE	  	Unit of Measurement
	 SAP
	  	N/A	  	N/A	  	N/A	  	N/A
	 eCommerce
	  	TBD	  	Service Requests	  	TBD	  	Incidents
	 Retail
	  	TBD	  	Service Requests	  	TBD	  	Incidents
	 Wholesale
	  	TBD	  	Service Requests	  	TBD	  	Incidents
	 Global Supply Chain
	  	TBD	  	Service Requests	  	TBD	  	Incidents
	 Corp & BI
	  	TBD	  	Service Requests	  	TBD	  	Incidents

 H) Annual Volume 
  

													
	 Activities:
	  	Annual Volume	 	  	Unit of Measurement	  	Annual Volume	 	  	Unit of Measurement
	 SAP GRC
	  	 	N/A	  	  	N/A	  	 	N/A	  	  	N/A
	 eCommerce
	  	 	[****]*	  	  	Service Requests	  	 	[****]*	  	  	Incidents
	 Retail
	  	 	[****]*	  	  	Service Requests	  	 	[****]*	  	  	Incidents
	 Wholesale
	  	 	[****]*	  	  	Service Requests	  	 	[****]*	  	  	Incidents
	 Global Supply Chain
	  	 	[****]*	  	  	Service Requests	  	 	[****]*	  	  	Incidents
	 Corp & BI
	  	 	[****]*	  	  	Service Requests	  	 	[****]*	  	  	Incidents

  

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

 CONFIDENTIAL TREATMENT REQUESTED 

 

 Exhibit 4.3- Pricing Tables - Information Technology - Infrastructure 

Global Pricing Exhibit 
 A) Annual Productivity Gains

  

																					
	 Activities:
	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Corporate & Retail Service Desk Operations
	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Network Management - Network Operations Center (NOC)
	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Server / Storage Operations - Systems Operations Center (SOC)
	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Corporate Deskside Support
	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  

 B) Pricing Table - Cost Per Hour FTE 
  

													
	 Activities:
	  	On shore	 	  	Offshore	 	  	Nearshore	 
	 Corporate & Retail Service Desk Operations
	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Network Management - Network Operations Center (NOC)
	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Server / Storage Operations - Systems Operations Center (SOC)
	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  

  

											
	 	  	Region	  	Country	 	 Office
	  	Cost/Hour FTE	 
	 Corporate Deskside Support
	  	LSA	  	United States	 	Arkansas - Bentonville - Sales Office	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSA	  	Brazil	 	Brazil - Sao Paulo - Office	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSA	  	Canada	 	Canada - Richmond Hill - Toronto Office	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSA	  	Canada	 	Canada - Etobicoke - Toronto Distribution Center	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSA	  	United States	 	Chicago Regional Sales Office	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSA	  	[Colombia]*	 	Colombia - Medellin - Office	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSA	  	United States	 	DALLAS REGIONAL OFFICE	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSA	  	[Dominican Republic]*	 	Dominican Republic - Santiago - Office	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSA	  	United States	 	Florida - Miami LACFR Office	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSA	  	United States	 	Florida - Weston - Miami LACFR Office	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSA	  	United States	 	Genco Distribution - Georgia	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSA	  	United States	 	Global Shared Services Eugene - Eugene, Oregon	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSA	  	United States	 	Hazelwood - Levi’s Store #454	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSA	  	United States	 	Home Based User (I work from my home)	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSA	  	United States	 	Kentucky - Hebron - CSC	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSA	  	Mexico	 	Mexico - Aguascalientes	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSA	  	Mexico	 	Mexico - Mexico City - Office	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSA	  	Mexico	 	Mexico - San Martin Obispo CSC	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSA	  	United States	 	Mississippi - Canton CSC	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSA	  	United States	 	Milwaukee Sales Office - Two Park Plaza	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSA	  	United States	 	Minnesota - Minneapolis - Sales Office	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSA	  	United States	 	New York - New York Sales Office	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSA	  	United States	 	Nevada - Henderson - Sky Harbor CSC	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSA	  	United States	 	San Francisco - Chestnut Street - Eureka Lab	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSA	  	United States	 	San Francisco - Corovan	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSA	  	United States	 	San Francisco - Haas	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSA	  	United States	 	San Francisco - LS Building (Contractors)	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSA	  	United States	 	San Francisco - LS Building	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSA	  	United States	 	St Louis - Missouri - Sales Office	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSA	  	United States	 	Texas - Frisco - Sales Office	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSA	  	United States	 	Texas - Westlake - Dallas Data Center	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSE	  	Netherlands	 	Amsterdam - LVC B.V.	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSE	  	Austria	 	Austria - Salzburg - LS Germany GmbH	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSE	  	Belgium	 	Belgium - Brussels - Benelux Office	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSE	  	Belgium	 	Belgium - Brussels - LSEMA Headquarters	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSE	  	Belgium	 	BELGIUM - LS EUROPE - BORNEM	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSE	  	Czech Republic	 	Czech Republic - Prague - Office	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSE	  	Czech Republic	 	Czech Republic - Brno-Distribution	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSE	  	Denmark	 	Denmark - Copenhagen - Office	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSE	  	England	 	England - London - Sales & Marketing	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSE	  	England	 	England - Northampton - Swan Valley - Office	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSE	  	Finland	 	Finland - Helsinki - Bulevardi 16 A	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSE	  	Finland	 	Finland - Helsinki - Office	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSE	  	France	 	France - Paris - Showroom	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSE	  	France	 	France - Velizy - Office	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSE	  	Germany	 	Germany - Frankfurt - Office	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSE	  	Germany	 	Germany - Heusenstamm - Office	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSE	  	Greece	 	Greece - Attica - Athens - Office	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSE	  	Greece	 	Greece - Thessaloniki - Kalamaria - Office	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSE	  	Hungary	 	Hungary - Budapest - Office	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSE	  	Hungary	 	Hungary - Kiskunhalas - Plant	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSE	  	Ireland	 	Ireland - Dublin - Duke Lane - Office	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSE	  	Italy	 	Italy - Milan - Office	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSE	  	France	 	LFA France - Roissy	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSE	  	Germany	 	LFA Germany - Ratingen	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSE	  	Italy	 	LFA Italy - Merone	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSE	  	Italy	 	LFA Italy - Milano	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSE	  	Spain	 	LFA Spain - Barcelona	  	 	[****]*	  
	 Corporate Deskside Support
	  	LSE	  	Switzerland	 	LFA Switzerland - Balerna	  	 	[****]*	  

  

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

 CONFIDENTIAL TREATMENT REQUESTED 

 

											
	 Corporate Deskside Support
		LSE		Switzerland		LFA Switzerland - Bioggio		 	[****]*	  
	 Corporate Deskside Support
		LSE		Netherlands		Netherlands - Amsterdam - LVC B.V.		 	[****]*	  
	 Corporate Deskside Support
		LSE		Netherlands		Netherlands - Amsterdam - Office		 	[****]*	  
	 Corporate Deskside Support
		LSE		Norway		Norway - Oslo - Office		 	[****]*	  
	 Corporate Deskside Support
		LSE		Poland		Poland - Plock - Plant		 	[****]*	  
	 Corporate Deskside Support
		LSE		Poland		Poland - Warsaw - Office		 	[****]*	  
	 Corporate Deskside Support
		LSE		Portugal		Portugal - Lisbon- Office		 	[****]*	  
	 Corporate Deskside Support
		LSE		Portugal		Portugal - Porto - Sourcing Office		 	[****]*	  
	 Corporate Deskside Support
		LSE		Romania		Romania - Bucharest - Stefanini		 	[****]*	  
	 Corporate Deskside Support
		LSE		Russia		Russia - Moscow - Office		 	[****]*	  
	 Corporate Deskside Support
		LSE		Spain		Spain - Barcelona - Office		 	[****]*	  
	 Corporate Deskside Support
		LSE		Spain		Spain - Guipuzcoa - San Sebastian - Show		 	[****]*	  
	 Corporate Deskside Support
		LSE		Spain		Spain - Barcelona - Sabadell - Distribution		 	[****]*	  
	 Corporate Deskside Support
		LSE		Sweden		Sweden - Stockholm - Eriksgatan - Office		 	[****]*	  
	 Corporate Deskside Support
		LSE		Switzerland		Switzerland - St. Sulpice- Office		 	[****]*	  
	 Corporate Deskside Support
		LSE		Turkey		Turkey - Corlu Tekirdag - Plant		 	[****]*	  
	 Corporate Deskside Support
		LSE		Turkey		Turkey - Istanbul - Office		 	[****]*	  
	 Corporate Deskside Support
		AMA		Australia		Australia - Adelaide - Plant		 	[****]*	  
	 Corporate Deskside Support
		AMA		Australia		Australia - Sydney- Office		 	[****]*	  
	 Corporate Deskside Support
		AMA		Australia		Australia - Victoria - Melbourne - Office		 	[****]*	  
	 Corporate Deskside Support
		AMA		Bangladesh		Bangladesh - Dhaka - Office		 	[****]*	  
	 Corporate Deskside Support
		AMA		Cambodia		Cambodia - Levi Strauss Ltd.		 	[****]*	  
	 Corporate Deskside Support
		AMA		Cambodia		Cambodia - Phnom Penh		 	[****]*	  
	 Corporate Deskside Support
		AMA		China		China - Beijing - Office		 	[****]*	  
	 Corporate Deskside Support
		AMA		China		China - Guangzhou - Technical Svs Ctr		 	[****]*	  
	 Corporate Deskside Support
		AMA		China		China - Hong Kong - ACFR-APD		 	[****]*	  
	 Corporate Deskside Support
		AMA		China		China - Hong Kong - Kai Centre		 	[****]*	  
	 Corporate Deskside Support
		AMA		China		China - Shanghai - Office		 	[****]*	  
	 Corporate Deskside Support
		AMA		China		China - Shenyang - Sales Office		 	[****]*	  
	 Corporate Deskside Support
		AMA		Egypt		Egypt - Cairo - Office		 	[****]*	  
	 Corporate Deskside Support
		AMA		India		India - Bangalore - HO		 	[****]*	  
	 Corporate Deskside Support
		AMA		India		India - Chennai- Madras		 	[****]*	  
	 Corporate Deskside Support
		AMA		India		India - Kolkatta		 	[****]*	  
	 Corporate Deskside Support
		AMA		India		India - Mumbai		 	[****]*	  
	 Corporate Deskside Support
		AMA		India		India - New Delhi		 	[****]*	  
	 Corporate Deskside Support
		AMA		Indonesia		Indonesia - Jakarta		 	[****]*	  
	 Corporate Deskside Support
		AMA		Indonesia		Indonesia - Sentul		 	[****]*	  
	 Corporate Deskside Support
		AMA		Indonesia		Indonesia - West Java - Finishing		 	[****]*	  
	 Corporate Deskside Support
		AMA		Japan		Japan - Aichi - Nagoya - Sales Office		 	[****]*	  
	 Corporate Deskside Support
		AMA		Japan		Japan - Fukuoka - Sales Office		 	[****]*	  
	 Corporate Deskside Support
		AMA		Japan		Japan - Kashiwa - DC Office		 	[****]*	  
	 Corporate Deskside Support
		AMA		Japan		Japan - Osaka - Sales Office		 	[****]*	  
	 Corporate Deskside Support
		AMA		Japan		Japan - Tokyo - Office		 	[****]*	  
	 Corporate Deskside Support
		AMA		Japan		Japan - Kanegawa - Hiratsuka Dist Center		 	[****]*	  
	 Corporate Deskside Support
		AMA		South Korea		Korea - Seoul - Office		 	[****]*	  
	 Corporate Deskside Support
		AMA		Malaysia		Malaysia - Kuala Lumpur		 	[****]*	  
	 Corporate Deskside Support
		AMA		Malaysia		Malaysia - Selangor Darul Ehsan - Office		 	[****]*	  
	 Corporate Deskside Support
		AMA		New Zealand		New Zealand - Auckland - Office		 	[****]*	  
	 Corporate Deskside Support
		AMA		Pakistan		Pakistan - Karachi - Office		 	[****]*	  
	 Corporate Deskside Support
		AMA		Pakistan		Pakistan - Lahore - ACFR		 	[****]*	  
	 Corporate Deskside Support
		AMA		Philippines		Philippines - Manila - Makati - Office		 	[****]*	  
	 Corporate Deskside Support
		AMA		Philippines		Philippines - Manila - Makati - Plant		 	[****]*	  
	 Corporate Deskside Support
		AMA		Singapore		Singapore - Asia Pacific Headquarters		 	[****]*	  
	 Corporate Deskside Support
		AMA		South Africa		South Africa - Cape Town - Epping - Plant		 	[****]*	  
	 Corporate Deskside Support
		AMA		South Africa		South Africa - Cape Town - Office		 	[****]*	  
	 Corporate Deskside Support
		AMA		Sri Lanka		Sri lanka - Colombo		 	[****]*	  
	 Corporate Deskside Support
		AMA		Taiwan		Taiwan - Taipei - Sales Office		 	[****]*	  
	 Corporate Deskside Support
		AMA		Vietnam		Vietnam - Hanoi - Ninh Binh		 	[****]*	  

 C) Productive Hours 
  

											
	 Productive Hours - On shore Corporate and Retail Service Desk
								 	[****]*	  
	 Productive Hours - Off shore Corporate and Retail Service Desk
								 	[****]*	  
	 Productive Hours - Near shore Corporate and Retail Service Desk
								 	[****]*	  
	 Productive Hours - On shore Network Operations Center
								 	[****]*	  
	 Productive Hours - Off shore Network Operations Center
								 	[****]*	  
	 Productive Hours - Near shore Network Operations Center
								 	[****]*	  
	 Productive Hours - On shore System Operations Center
								 	[****]*	  
	 Productive Hours - Off shore System Operations Center
								 	[****]*	  
	 Productive Hours - Near shore System Operations Center
								 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSA		United States		Arkansas - Bentonville - Sales Office		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSA		Brazil		Brazil - Sao Paulo - Office		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSA		Canada		Canada - Richmond Hill - Toronto Office		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSA		Canada		Canada - Etobicoke - Toronto Distribution Center		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSA		United States		Chicago Regional Sales Office		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSA		[Colombia]*		Colombia - Medellin - Office		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSA		United States		DALLAS REGIONAL OFFICE		 	[****]*	  

  

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

 CONFIDENTIAL TREATMENT REQUESTED 

 

											
	 Productive Hours - Corporate Deskside Support
		LSA		[Dominican Republic]*		Dominican Republic - Santiago - Office		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSA		United States		Florida - Miami LACFR Office		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSA		United States		Florida - Weston - Miami LACFR Office		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSA		United States		Genco Distribution - Georgia		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSA		United States		Global Shared Services Eugene - Eugene, Oregon		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSA		United States		Hazelwood - Levi’s Store #454		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSA		United States		Home Based User (I work from my home)		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSA		United States		Kentucky - Hebron - CSC		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSA		Mexico		Mexico - Aguascalientes		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSA		Mexico		Mexico - Mexico City - Office		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSA		Mexico		Mexico - San Martin Obispo CSC		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSA		United States		Mississippi - Canton CSC		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSA		United States		Milwaukee Sales Office - Two Park Plaza		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSA		United States		Minnesota - Minneapolis - Sales Office		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSA		United States		New York - New York Sales Office		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSA		United States		Nevada - Henderson - Sky Harbor CSC		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSA		United States		San Francisco - Chestnut Street - Eureka Lab		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSA		United States		San Francisco - Corovan		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSA		United States		San Francisco - Haas		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSA		United States		San Francisco - LS Building (Contractors)		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSA		United States		San Francisco - LS Building		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSA		United States		St Louis - Missouri - Sales Office		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSA		United States		Texas - Frisco - Sales Office		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSA		United States		Texas - Westlake - Dallas Data Center		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		Netherlands		Amsterdam - LVC B.V.		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		Austria		Austria - Salzburg - LS Germany GmbH		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		Belgium		Belgium - Brussels - Benelux Office		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		Belgium		Belgium - Brussels - LSEMA Headquarters		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		Belgium		BELGIUM - LS EUROPE - BORNEM		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		Czech Republic		Czech Republic - Prague - Office		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		Czech Republic		Czech Republic - Brno-Distribution		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		Denmark		Denmark - Copenhagen - Office		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		England		England - London - Sales & Marketing		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		England		England - Northampton - Swan Valley - Office		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		Finland		Finland - Helsinki - Bulevardi 16 A		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		Finland		Finland - Helsinki - Office		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		France		France - Paris - Showroom		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		France		France - Velizy - Office		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		Germany		Germany - Frankfurt - Office		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		Germany		Germany - Heusenstamm - Office		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		Greece		Greece - Attica - Athens - Office		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		Greece		Greece - Thessaloniki - Kalamaria - Office		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		Hungary		Hungary - Budapest - Office		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		Hungary		Hungary - Kiskunhalas - Plant		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		Ireland		Ireland - Dublin - Duke Lane - Office		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		Italy		Italy - Milan - Office		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		France		LFA France - Roissy		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		Germany		LFA Germany - Ratingen		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		Italy		LFA Italy - Merone		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		Italy		LFA Italy - Milano		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		Spain		LFA Spain - Barcelona		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		Switzerland		LFA Switzerland - Balerna		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		Switzerland		LFA Switzerland - Bioggio		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		Netherlands		Netherlands - Amsterdam - LVC B.V.		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		Netherlands		Netherlands - Amsterdam - Office		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		Norway		Norway - Oslo - Office		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		Poland		Poland - Plock - Plant		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		Poland		Poland - Warsaw - Office		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		Portugal		Portugal - Lisbon- Office		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		Portugal		Portugal - Porto - Sourcing Office		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		Romania		Romania - Bucharest - Stefanini		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		Russia		Russia - Moscow - Office		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		Spain		Spain - Barcelona - Office		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		Spain		Spain - Guipuzcoa - San Sebastian - Show		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		Spain		Spain - Barcelona - Sabadell - Distribution		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		Sweden		Sweden - Stockholm - Eriksgatan - Office		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		Switzerland		Switzerland - St. Sulpice- Office		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		Turkey		Turkey - Corlu Tekirdag - Plant		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		LSE		Turkey		Turkey - Istanbul - Office		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		AMA		Australia		Australia - Adelaide - Plant		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		AMA		Australia		Australia - Sydney- Office		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		AMA		Australia		Australia - Victoria - Melbourne - Office		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		AMA		Bangladesh		Bangladesh - Dhaka - Office		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		AMA		Cambodia		Cambodia - Levi Strauss Ltd.		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		AMA		Cambodia		Cambodia - Phnom Penh		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		AMA		China		China - Beijing - Office		 	[****]*	  
	 Productive Hours - Corporate Deskside Support
		AMA		China		China - Guangzhou - Technical Svs Ctr		 	[****]*	  

  

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

 CONFIDENTIAL TREATMENT REQUESTED 

 

											
	 Productive Hours - Corporate Deskside Support
	  	AMA	  	China	  	China - Hong Kong - ACFR-APD	  	 	[****]*	  
	 Productive Hours - Corporate Deskside Support
	  	AMA	  	China	  	China - Hong Kong - Kai Centre	  	 	[****]*	  
	 Productive Hours - Corporate Deskside Support
	  	AMA	  	China	  	China - Shanghai - Office	  	 	[****]*	  
	 Productive Hours - Corporate Deskside Support
	  	AMA	  	China	  	China - Shenyang - Sales Office	  	 	[****]*	  
	 Productive Hours - Corporate Deskside Support
	  	AMA	  	Egypt	  	Egypt - Cairo - Office	  	 	[****]*	  
	 Productive Hours - Corporate Deskside Support
	  	AMA	  	India	  	India - Bangalore - HO	  	 	[****]*	  
	 Productive Hours - Corporate Deskside Support
	  	AMA	  	India	  	India - Chennai- Madras	  	 	[****]*	  
	 Productive Hours - Corporate Deskside Support
	  	AMA	  	India	  	India - Kolkatta	  	 	[****]*	  
	 Productive Hours - Corporate Deskside Support
	  	AMA	  	India	  	India - Mumbai	  	 	[****]*	  
	 Productive Hours - Corporate Deskside Support
	  	AMA	  	India	  	India - New Delhi	  	 	[****]*	  
	 Productive Hours - Corporate Deskside Support
	  	AMA	  	Indonesia	  	Indonesia - Jakarta	  	 	[****]*	  
	 Productive Hours - Corporate Deskside Support
	  	AMA	  	Indonesia	  	Indonesia - Sentul	  	 	[****]*	  
	 Productive Hours - Corporate Deskside Support
	  	AMA	  	Indonesia	  	Indonesia - West Java - Finishing	  	 	[****]*	  
	 Productive Hours - Corporate Deskside Support
	  	AMA	  	Japan	  	Japan - Aichi - Nagoya - Sales Office	  	 	[****]*	  
	 Productive Hours - Corporate Deskside Support
	  	AMA	  	Japan	  	Japan - Fukuoka - Sales Office	  	 	[****]*	  
	 Productive Hours - Corporate Deskside Support
	  	AMA	  	Japan	  	Japan - Kashiwa - DC Office	  	 	[****]*	  
	 Productive Hours - Corporate Deskside Support
	  	AMA	  	Japan	  	Japan - Osaka - Sales Office	  	 	[****]*	  
	 Productive Hours - Corporate Deskside Support
	  	AMA	  	Japan	  	Japan - Tokyo - Office	  	 	[****]*	  
	 Productive Hours - Corporate Deskside Support
	  	AMA	  	Japan	  	Japan - Kanegawa - Hiratsuka Dist Center	  	 	[****]*	  
	 Productive Hours - Corporate Deskside Support
	  	AMA	  	South Korea	  	Korea - Seoul - Office	  	 	[****]*	  
	 Productive Hours - Corporate Deskside Support
	  	AMA	  	Malaysia	  	Malaysia - Kuala Lumpur	  	 	[****]*	  
	 Productive Hours - Corporate Deskside Support
	  	AMA	  	Malaysia	  	Malaysia - Selangor Darul Ehsan - Office	  	 	[****]*	  
	 Productive Hours - Corporate Deskside Support
	  	AMA	  	New Zealand	  	New Zealand - Auckland - Office	  	 	[****]*	  
	 Productive Hours - Corporate Deskside Support
	  	AMA	  	Pakistan	  	Pakistan - Karachi - Office	  	 	[****]*	  
	 Productive Hours - Corporate Deskside Support
	  	AMA	  	Pakistan	  	Pakistan - Lahore - ACFR	  	 	[****]*	  
	 Productive Hours - Corporate Deskside Support
	  	AMA	  	Philippines	  	Philippines - Manila - Makati - Office	  	 	[****]*	  
	 Productive Hours - Corporate Deskside Support
	  	AMA	  	Philippines	  	Philippines - Manila - Makati - Plant	  	 	[****]*	  
	 Productive Hours - Corporate Deskside Support
	  	AMA	  	Singapore	  	Singapore - Asia Pacific Headquarters	  	 	[****]*	  
	 Productive Hours - Corporate Deskside Support
	  	AMA	  	South Africa	  	South Africa - Cape Town - Epping - Plant	  	 	[****]*	  
	 Productive Hours - Corporate Deskside Support
	  	AMA	  	South Africa	  	South Africa - Cape Town - Office	  	 	[****]*	  
	 Productive Hours - Corporate Deskside Support
	  	AMA	  	Sri Lanka	  	Sri lanka - Colombo	  	 	[****]*	  
	 Productive Hours - Corporate Deskside Support
	  	AMA	  	Taiwan	  	Taiwan - Taipei - Sales Office	  	 	[****]*	  
	 Productive Hours - Corporate Deskside Support
	  	AMA	  	Vietnam	  	Vietnam - Hanoi - Ninh Binh	  	 	[****]*	  

 D) Personnel Projection Matrix (including annual productivity gain) 

 

																							
	 Activities
	  	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Corporate & Retail Service Desk Operations
	  	On shore	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
		  	Offshore	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
		  	Nearshore	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Network Management - Network Operations Center (NOC)
	  	On shore	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
		  	Offshore	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
		  	Nearshore	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Server / Storage Operations - Systems Operations Center (SOC)
	  	On shore	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
		  	Offshore	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
		  	Nearshore	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Corporate Deskside Support
	  	Arkansas - Bentonville - Sales Office	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Corporate Deskside Support
	  	Brazil - Sao Paulo - Office	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Corporate Deskside Support
	  	Canada - Richmond Hill - Toronto Office	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Corporate Deskside Support
	  	Canada - Etobicoke - Toronto Distribution Center	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Corporate Deskside Support
	  	Chicago Regional Sales Office	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Corporate Deskside Support
	  	Colombia - Medellin - Office	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Corporate Deskside Support
	  	DALLAS REGIONAL OFFICE	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Corporate Deskside Support
	  	Dominican Republic - Santiago - Office	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Corporate Deskside Support
	  	Florida - Miami LACFR Office	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Corporate Deskside Support
	  	Florida - Weston - Miami LACFR Office	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Corporate Deskside Support
	  	Genco Distribution - Georgia	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Corporate Deskside Support
	  	Global Shared Services Eugene - Eugene, Oregon	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Corporate Deskside Support
	  	Hazelwood - Levi’s Store #454	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Corporate Deskside Support
	  	Home Based User (I work from my home)	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Corporate Deskside Support
	  	Kentucky - Hebron - CSC	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Corporate Deskside Support
	  	Mexico - Aguascalientes	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Corporate Deskside Support
	  	Mexico - Mexico City - Office	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Corporate Deskside Support
	  	Mexico - San Martin Obispo CSC	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Corporate Deskside Support
	  	Mississippi - Canton CSC	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Corporate Deskside Support
	  	Milwaukee Sales Office - Two Park Plaza	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Corporate Deskside Support
	  	Minnesota - Minneapolis - Sales Office	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Corporate Deskside Support
	  	New York - New York Sales Office	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Corporate Deskside Support
	  	Nevada - Henderson - Sky Harbor CSC	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Corporate Deskside Support
	  	San Francisco - Chestnut Street - Eureka Lab	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Corporate Deskside Support
	  	San Francisco - Corovan	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Corporate Deskside Support
	  	San Francisco - Haas	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Corporate Deskside Support
	  	San Francisco - LS Building (Contractors)	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Corporate Deskside Support
	  	San Francisco - LS Building	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Corporate Deskside Support
	  	St Louis - Missouri - Sales Office	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Corporate Deskside Support
	  	Texas - Frisco - Sales Office	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Corporate Deskside Support
	  	Texas - Westlake - Dallas Data Center	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  

  

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

 CONFIDENTIAL TREATMENT REQUESTED 

 

																							
	 Corporate Deskside Support
		Amsterdam - LVC B.V.		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Austria - Salzburg - LS Germany GmbH		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Belgium - Brussels - Benelux Office		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Belgium - Brussels - LSEMA Headquarters		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		BELGIUM - LS EUROPE - BORNEM		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Czech Republic - Prague - Office		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Czech Republic - Brno-Distribution		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Denmark - Copenhagen - Office		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		England - London - Sales & Marketing		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		England - Northampton - Swan Valley - Office		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Finland - Helsinki - Bulevardi 16 A		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Finland - Helsinki - Office		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		France - Paris - Showroom		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		France - Velizy - Office		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Germany - Frankfurt - Office		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Germany - Heusenstamm - Office		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Greece - Attica - Athens - Office		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Greece - Thessaloniki - Kalamaria - Office		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Hungary - Budapest - Office		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Hungary - Kiskunhalas - Plant		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Ireland - Dublin - Duke Lane - Office		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Italy - Milan - Office		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		LFA France - Roissy		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		LFA Germany - Ratingen		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		LFA Italy - Merone		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		LFA Italy - Milano		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		LFA Spain - Barcelona		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		LFA Switzerland - Balerna		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		LFA Switzerland - Bioggio		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Netherlands - Amsterdam - LVC B.V.		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Netherlands - Amsterdam - Office		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Norway - Oslo - Office		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Poland - Plock - Plant		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Poland - Warsaw - Office		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Portugal - Lisbon- Office		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Portugal - Porto - Sourcing Office		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Romania - Bucharest - Stefanini		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Russia - Moscow - Office		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Spain - Barcelona - Office		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Spain - Guipuzcoa - San Sebastian - Show		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Spain - Barcelona - Sabadell - Distribution		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Sweden - Stockholm - Eriksgatan - Office		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Switzerland - St. Sulpice- Office		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Turkey - Corlu Tekirdag - Plant		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Turkey - Istanbul - Office		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Australia - Adelaide - Plant		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Australia - Sydney- Office		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Australia - Victoria - Melbourne - Office		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Bangladesh - Dhaka - Office		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Cambodia - Levi Strauss Ltd.		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Cambodia - Phnom Penh		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		China - Beijing - Office		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		China - Guangzhou - Technical Svs Ctr		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		China - Hong Kong - ACFR-APD		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		China - Hong Kong - Kai Centre		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		China - Shanghai - Office		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		China - Shenyang - Sales Office		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Egypt - Cairo - Office		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		India - Bangalore - HO		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		India - Chennai- Madras		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		India - Kolkatta		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		India - Mumbai		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		India - New Delhi		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Indonesia - Jakarta		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Indonesia - Sentul		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Indonesia - West Java - Finishing		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Japan - Aichi - Nagoya - Sales Office		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Japan - Fukuoka - Sales Office		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Japan - Kashiwa - DC Office		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Japan - Osaka - Sales Office		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Japan - Tokyo - Office		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Japan - Kanegawa - Hiratsuka Dist Center		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Korea - Seoul - Office		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Malaysia - Kuala Lumpur		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Malaysia - Selangor Darul Ehsan - Office		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		New Zealand - Auckland - Office		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  
	 Corporate Deskside Support
		Pakistan - Karachi - Office		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  

  

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

 CONFIDENTIAL TREATMENT REQUESTED 

 

																							
	 Corporate Deskside Support
	  	Pakistan - Lahore - ACFR	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Corporate Deskside Support
	  	Philippines - Manila - Makati - Office	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Corporate Deskside Support
	  	Philippines - Manila - Makati - Plant	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Corporate Deskside Support
	  	Singapore - Asia Pacific Headquarters	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Corporate Deskside Support
	  	South Africa - Cape Town - Epping - Plant	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Corporate Deskside Support
	  	South Africa - Cape Town - Office	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Corporate Deskside Support
	  	Sri lanka - Colombo	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Corporate Deskside Support
	  	Taiwan - Taipei - Sales Office	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Corporate Deskside Support
	  	Vietnam - Hanoi - Ninh Binh	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
		  		  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 
			Total FTE Per Year		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  		 	[****]*	  

 E) Pass Through Expenses 
  

																															
																									Baseline Volume:
											
	 	 	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 	 	                 	 	 Year 1
	 	Year 2	 	Year 3	 	Year 4
		 				 				 				 				 				 	 		 		 		 	
		 				 				 				 				 				 	 		 		 		 	
		 				 				 				 				 				 	 		 		 		 	
		 				 				 				 				 				 	 		 		 		 	
		 				 				 				 				 				 	 		 		 		 	
		 				 				 				 				 				 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 	
		 				 				 				 				 				 	 		 		 		 	
		 				 				 				 				 				 	 		 		 		 	
		 				 				 				 				 				 	 		 		 		 	
		 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	 		 		 		 	
	 Total Pass Through Cost Per Year
		$	—  	  		$	—  	  		$	—  	  		$	—  	  		$	—  	  									

 F) Overall Cost: Total FTE and Pass Through Costs Per year 

 

																					
	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Total On-going + Pass Through Cost Per Year
	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
		  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 

 G) FTE Increment 
  

							
	 Activities:
	  	 	  	Volume Per FTE	  	Unit of Measurement
	 Network Management - Network Operations Center (NOC)
	  	Switches	  	TBD	  	Units
	 Network Management - Network Operations Center (NOC)
	  	Routers	  	TBD	  	Units
	 Network Management - Network Operations Center (NOC)
	  	Wireless Controllers	  	TBD	  	Units
	 Network Management - Network Operations Center (NOC)
	  	Cisco WaaS/ SilverPeak	  	TBD	  	Units
	 Network Management - Network Operations Center (NOC)
	  	Analog lines	  	TBD	  	Lines
	 Network Management - Network Operations Center (NOC)
	  	Polycom	  	TBD	  	Units
	 Network Management - Network Operations Center (NOC)
	  	Ip Phone	  	TBD	  	Units
	 Corporate Deskside Support
	  		  	TBD	  	TBD

  

							
	 	 	 Element
	 	Volume Per FTE	 	 Unit of Measurement

	 Server / Storage Operations - Systems Operations Center (SOC)
	 	Windows	 	TBD	 	Instances
	 Server / Storage Operations - Systems Operations Center (SOC)
	 	Linux	 	TBD	 	Instances
	 Server / Storage Operations - Systems Operations Center (SOC)
	 	Unix	 	TBD	 	Instances
	 Server / Storage Operations - Systems Operations Center (SOC)
	 	SAN Storage	 	TBD	 	Arrays
	 Server / Storage Operations - Systems Operations Center (SOC)
	 	Backup Capacity	 	TBD	 	No. of servers being backed up/ month
	 Server / Storage Operations - Systems Operations Center (SOC)
	 	Web (IIS / Apache)	 	TBD	 	Sites
	 Server / Storage Operations - Systems Operations Center (SOC)
	 	New Jobs scheduling	 	TBD	 	New jobs/month
	 Server / Storage Operations - Systems Operations Center (SOC)
	 	SQL Instances	 	TBD	 	Installations
	 Server / Storage Operations - Systems Operations Center (SOC)
	 	Oracle Instances	 	TBD	 	Instances
	 Server / Storage Operations - Systems Operations Center (SOC)
	 	Batch Jobs	 	TBD	 	Job executions
	 Server / Storage Operations - Systems Operations Center (SOC)
	 	Batch Job Failure Rate	 	TBD	 	Job executions failure
	 Server / Storage Operations - Systems Operations Center (SOC)
	 	Web ( WebSphere/Web logic)	 	TBD	 	Web Logic & WebSpehere instance
	 Server / Storage Operations - Systems Operations Center (SOC)
	 	MaX DB Instances	 	TBD	 	Instances
	 Server / Storage Operations - Systems Operations Center (SOC)
	 	Teradata Instances	 	TBD	 	Instances

  

									
	 	  	Delivery Location	  	Language	  	Volume Per FTE	  	 Unit of Measurement

	 Corporate & Retail Service Desk Operations
	  	Mexico	  	Brazilian Portuguese	  	TBD	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Mexico	  	Latin Spanish	  	TBD	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Pune	  	English	  	TBD	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Romania	  	Dutch	  	TBD	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Romania	  	French	  	TBD	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Romania	  	German	  	TBD	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Romania	  	Italian	  	TBD	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Romania	  	Polish	  	TBD	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Romania	  	Portuguese	  	TBD	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Romania	  	Spanish	  	TBD	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Romania	  	Turkish	  	TBD	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Romania	  	Russian	  	TBD	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Romania	  	Czech	  	TBD	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Shanghai	  	Bahasa	  	TBD	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Shanghai	  	Japanese	  	TBD	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Shanghai	  	Korean	  	TBD	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Shanghai	  	Mandarin /Simplified
Chinese	  	TBD	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Shanghai	  	Tagalog	  	TBD	  	No. of Users

  

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

 CONFIDENTIAL TREATMENT REQUESTED 

 

 H) Annual Volume 
  

									
	 Activities:
	  	 Element
	  	Annual Volume	 	  	 Unit of Measurement

	 Network Management - Network Operations Center (NOC)
	  	Switches	  	 	[****]*	  	  	Units
	 Network Management - Network Operations Center (NOC)
	  	Routers	  	 	[****]*	  	  	Units
	 Network Management - Network Operations Center (NOC)
	  	Wireless Controllers	  	 	[****]*	  	  	Units
	 Network Management - Network Operations Center (NOC)
	  	Cisco WaaS/ SilverPeak	  	 	[****]*	  	  	Units
	 Network Management - Network Operations Center (NOC)
	  	Analog lines	  	 	[****]*	  	  	Lines
	 Network Management - Network Operations Center (NOC)
	  	Polycom	  	 	[****]*	  	  	Units
	 Network Management - Network Operations Center (NOC)
	  	Ip Phone	  	 	[****]*	  	  	Units
				
	 Corporate Deskside Support
	  		  	 	TBD	  	  	TBD
				
	 Server / Storage Operations - Systems Operations Center (SOC)
	  	Windows	  	 	[****]*	  	  	Instances
	 Server / Storage Operations - Systems Operations Center (SOC)
	  	Linux	  	 	[****]*	  	  	Instances
	 Server / Storage Operations - Systems Operations Center (SOC)
	  	Unix	  	 	[****]*	  	  	Instances
	 Server / Storage Operations - Systems Operations Center (SOC)
	  	SAN Storage	  	 	[****]*	  	  	Arrays
	 Server / Storage Operations - Systems Operations Center (SOC)
	  	Backup Capacity	  	 	[****]*	  	  	No. of servers being backed up/month
	 Server / Storage Operations - Systems Operations Center (SOC)
	  	Web (IIS / Apache)	  	 	[****]*	  	  	Sites
	 Server / Storage Operations - Systems Operations Center (SOC)
	  	New Jobs scheduling	  	 	[****]*	  	  	New jobs/month
	 Server / Storage Operations - Systems Operations Center (SOC)
	  	SQL Instances	  	 	[****]*	  	  	Installations
	 Server / Storage Operations - Systems Operations Center (SOC)
	  	Oracle Instances	  	 	[****]*	  	  	Instances
	 Server / Storage Operations - Systems Operations Center (SOC)
	  	Batch Jobs	  	 	[****]*	  	  	Job executions
	 Server / Storage Operations - Systems Operations Center (SOC)
	  	Batch Job Failure Rate	  	 	[****]*	  	  	Job executions failure
	 Server / Storage Operations - Systems Operations Center (SOC)
	  	Web ( WebSphere/Web logic)	  	 	[****]*	  	  	Web Logic & WebSpehere instance
	 Server / Storage Operations - Systems Operations Center (SOC)
	  	MaX DB Instances	  	 	[****]*	  	  	Instances
	 Server / Storage Operations - Systems Operations Center (SOC)
	  	Teradata Instances	  	 	[****]*	  	  	Instances

  

											
	 	  	Delivery Location	  	Language	  	 	 	  	 
	 Corporate & Retail Service Desk Operations
	  	Mexico	  	Brazilian Portuguese	  	 	[****]*	  	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Mexico	  	Latin Spanish	  	 	[****]*	  	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Pune	  	English	  	 	[****]*	  	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Romania	  	Dutch	  	 	[****]*	  	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Romania	  	French	  	 	[****]*	  	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Romania	  	German	  	 	[****]*	  	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Romania	  	Italian	  	 	[****]*	  	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Romania	  	Polish	  	 	[****]*	  	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Romania	  	Portuguese	  	 	[****]*	  	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Romania	  	Spanish	  	 	[****]*	  	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Romania	  	Turkish	  	 	[****]*	  	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Romania	  	Russian	  	 	[****]*	  	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Romania	  	Czech	  	 	[****]*	  	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Shanghai	  	Bahasa	  	 	[****]*	  	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Shanghai	  	Japanese	  	 	[****]*	  	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Shanghai	  	Korean	  	 	[****]*	  	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Shanghai	  	Mandarin /
Simplified Chinese	  	 	[****]*	  	  	No. of Users
	 Corporate & Retail Service Desk Operations
	  	Shanghai	  	Tagalog	  	 	[****]*	  	  	No. of Users

  

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

 CONFIDENTIAL TREATMENT REQUESTED 

 

 Exhibit 4.3- Pricing Tables - Information Technology - Infrastructure Retail 

Global Pricing Exhibit 
 A) Pricing Table: Cost per
store 
  

																													
	 Activities:
	  	Region:	  	Country:	 	Price per Store
per Year (USD)
- Owned &
Operated and
Franchised
Stores	 	 	# of
Owned &
Operated
and
Franchised
Stores	 	 	Price per
Dispatch
to O&O &
Franchised
Stores
(USD)	 	 	# Dispatches
Per Year
Per Store
(O&O and
Franchised
Stores)	 	 	Price Per
Store
Installation	 	 	Number of
Installations	 
	 Retail Store Services
	  	LSA	  	Brazil	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	LSA	  	Canada	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	LSA	  	Mexico	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	LSA	  	United
States	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	LSE	  	Andorra	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	LSE	  	Austria	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	LSE	  	Belgium	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	LSE	  	Czech
Republic &
Slovakia	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	LSE	  	Denmark	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	LSE	  	Estonia	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	LSE	  	United
Kingdom	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	LSE	  	Finland	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	LSE	  	France	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	LSE	  	Germany	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	LSE	  	Greece	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	LSE	  	Hungary	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	LSE	  	Iceland	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	LSE	  	Ireland	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	LSE	  	Italy	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	LSE	  	Latvia	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	LSE	  	Lithuania	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	LSE	  	Malta	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	LSE	  	Morocco	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	LSE	  	Netherlands	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	LSE	  	Norway	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	LSE	  	Poland	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	LSE	  	Portugal	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	LSE	  	Romania	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	LSE	  	Russia	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	LSE	  	Spain
(including
Canary
Islands)	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	LSE	  	Sweden	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	LSE	  	Switzerland	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	LSE	  	Turkey	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	AMA	  	Australia	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	AMA	  	Bangladesh	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	AMA	  	Cambodia	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	AMA	  	China	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	AMA	  	Hong Kong	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	AMA	  	India	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	AMA	  	Indonesia	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	AMA	  	Japan	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	AMA	  	Malaysia	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	AMA	  	New
Zealand	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	AMA	  	Pakistan	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	AMA	  	Philippines	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	AMA	  	Singapore	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	AMA	  	South
Africa	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	AMA	  	South
Korea	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	AMA	  	Sri Lanka	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	AMA	  	Taiwan	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  
	 Retail Store Services
	  	AMA	  	Vietnam	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  	 	 	[****]*	  

 B) Pass Through Expenses 
  

																															
		 		 		 		 		 		 	             	 	Baseline Volume:	  	 			
												
	 	 	Year 1	 	Year 2	 	Year 3	 	Year 4	 	Year 5	 	                 	 	 Year 1
	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
		 		 		 		 		 		 	 		 				 				 				 			
		 		 		 		 		 		 	 		 				 				 				 			
		 		 		 		 		 		 	 		 				 				 				 			
		 		 		 		 		 		 	 		 				 				 				 			
		 		 		 		 		 		 	 	             	 	 	             	  	 	 	             	  	 	 	             	  	 	 	             	  

  

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

 CONFIDENTIAL TREATMENT REQUESTED 

 

																																									
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
                
	 	 	 	 	 	 	 	 	 	 	 	 	 	 
		 				 				 				 				 				 	 		 				 				 				 			
		 				 				 				 				 				 	 		 				 				 				 			
		 				 				 				 				 				 	 		 				 				 				 			
		 				 				 				 				 				 	 		 				 				 				 			
		 				 				 				 				 				 	 		 				 				 				 			
		 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	 		 				 				 				 			
	 Total Pass Through Cost Per Year
		$	—  	  		$	—  	  		$	—  	  		$	—  	  		$	—  	  			             		 	             	  		 	             	  		 	             	  		 	             	  

 C) Overall Cost: Total FTE and Pass Through Costs Per year 

 

																					
	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Total On-going + Pass Through Cost Per Year
	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
		  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 

 D) Annual Volume 
  

																									
	 	  	LSA +LSA MXBR	 	  	LSE	 	  	AMA	 	  	Store Open, Close,
Remodel	 	  	Total	 	  	Total +10%	 
	 Break Fix
	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 IMAC
	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 DSS
	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
	 Store Opening
	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  	  	 	[****]*	  
		  				  				  				  				  	  
	  
	 	  	  
	  
	 
																			 	[****]*	  		 	[****]*	  
		  				  				  				  				  	  
	  
	 	  	  
	  
	 

  

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

 CONFIDENTIAL TREATMENT REQUESTED - REDACTED COPY 

Confidential 
 Execution
Version 
 MASTER SERVICES AGREEMENT 

By and Between 
 Levi
Strauss & Co. 
 And 

Wipro Limited 

November 7, 2014 

Exhibit 4 
 Pricing
Tables 
 Attachment 4.1.4 

Customer Services 
  

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

 CONFIDENTIAL TREATMENT REQUESTED 

 

 Exhibit 4.1.4 - Pricing Tables - Customer Service 

LSA Pricing Exhibit 
 A) Annual Productivity Gains

  

																					
	 Activities:
	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Order Management
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Preliminary Order Processing (POP)
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Dispute Management
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Returns
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Reporting
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Other Customer Services Activities
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 

 B) Pricing Table - Cost Per Hour FTE 
  

													
	 Activities:
	  	On shore	 	  	Offshore	 	  	Nearshore	 
	 Order Management
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Preliminary Order Processing (POP)
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Dispute Management
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Returns
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Reporting
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Other Customer Services Activities
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 

 C) Productive Hours 
  

					
	 Productive Hours
	  	 	[****]	* 

 D) Personnel Projection Matrix (including annual productivity gain) 

 

																							
	 Activities
	  	 	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Order Management
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Preliminary Order Processing (POP)
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Dispute Management
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Returns
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Reporting
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Other Customer Services Activities
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 
			Total FTE Per Year		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 

 
 E) Pass Through Expenses 

 

																																	
																									Baseline Volume:
												
	 	 	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 	 	            	 	Year 1	 	Year 2	 	Year 3	 	Year 4	 	Year 5
	 Mailroom & Scanning - Solution to be defined
	 				 				 				 				 				 	 	TBD	 	TBD	 	TBD	 	TBD	 	TBD
	 Outbound Calls & Call Forwarding - Solution to be defined
	 				 				 				 				 				 	 	TBD	 	TBD	 	TBD	 	TBD	 	TBD
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	 		 		 		 		 	
	 Total Pass Through Cost Per Year
		$	—  	  		$	—  	  		$	—  	  		$	—  	  		$	—  	  											

 F) Overall Cost: Total FTE and Pass Through Costs Per year 

 

																					
	 	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Total On-going + Pass Through Cost Per Year
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 

 CONFIDENTIAL TREATMENT REQUESTED 

 

 G) FTE Increment 
  

					
	 Activities:
	  	Volume Per FTE	  	Unit of Measurement
	 Order Management
	  	TBD	  	TBD
	 Preliminary Order Processing (POP)
	  	TBD	  	TBD
	 Dispute Management
	  	TBD	  	TBD
	 Returns
	  	TBD	  	TBD
	 Reporting
	  	TBD	  	TBD
	 Other Customer Services Activities
	  	TBD	  	TBD

 H) Annual Volume 
  

									
	 Activities:
	  	Annual Volume	 	  	Units of Measurement	 
	 Order Management
	  	 	[****]	* 	  	 	[****]	* 
	 Preliminary Order Processing (POP)
	  	 	TBD	  	  	 	TBD	  
	 Dispute Management
	  	 	TBD	  	  	 	TBD	  
	 Returns
	  	 	TBD	  	  	 	TBD	  
	 Reporting
	  	 	TBD	  	  	 	TBD	  
	 Other Customer Services Activities
	  	 	TBD	  	  	 	TBD	  

  

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

 CONFIDENTIAL TREATMENT REQUESTED 

 

 Exhibit 4.1.4 - Pricing Tables - Customer Service 

LSE Pricing Exhibit 
 A) Annual Productivity Gains

  

																					
	 Activities:
	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Order Management
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Preliminary Order Processing (POP)
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Dispute Management
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Returns
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Reporting
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Other Customer Services Activities
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 

 B) Pricing Table - Cost Per Hour FTE 
  

													
	 Activities:
	  	On shore	 	  	Offshore	 	  	Nearshore	 
	 Order Management
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Preliminary Order Processing (POP)
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Dispute Management
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Returns
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Reporting
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Other Customer Services Activities
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 

 C) Productive Hours 
  

					
	 Productive Hours
	  	 	[	****]* 

 D) Personnel Projection Matrix (including annual productivity gain) 

 

																							
	 Activities
	  	 	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Order Management
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Preliminary Order Processing (POP)
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Dispute Management
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Returns
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Reporting
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Other Customer Services Activities
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 
			Total FTE Per Year		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 

 
 E) Pass Through Expenses 

 

																																	
																									Baseline Volume:
												
	 	 	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 	 	            	 	Year 1	 	Year 2	 	Year 3	 	Year 4	 	Year 5
	 Mailroom & Scanning - Solution to be defined
	 				 				 				 				 				 	 	TBD	 	TBD	 	TBD	 	TBD	 	TBD
	 Outbound Calls & Call Forwarding - Solution to be defined
	 				 				 				 				 				 	 	TBD	 	TBD	 	TBD	 	TBD	 	TBD
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	 		 		 		 		 	
	 Total Pass Through Cost Per Year
		$	—  	  		$	—  	  		$	—  	  		$	—  	  		$	—  	  											

 F) Overall Cost: Total FTE and Pass Through Costs Per year 

 

																					
	 	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Total On-going + Pass Through Cost Per Year
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 

 CONFIDENTIAL TREATMENT REQUESTED 

 

 G) FTE Increment 
  

					
	 Activities:
	  	Volume Per FTE	  	Unit of Measurement
	 Order Management
	  	TBD	  	TBD
	 Preliminary Order Processing (POP)
	  	TBD	  	TBD
	 Dispute Management
	  	TBD	  	TBD
	 Returns
	  	TBD	  	TBD
	 Reporting
	  	TBD	  	TBD
	 Other Customer Services Activities
	  	TBD	  	TBD

 H) Annual Volume 
  

							
	 Activities:
	 	Annual Volume	 	 	 Units of Measurement

	 Order Management
	 	 	[****]	* 	 	Orders including “at once” and “pre-book” orders. TBC during TA/KA
	 Preliminary Order Processing (POP)
	 	 	TBD	  	 	TBD
	 Dispute Management
	 	 	TBD	  	 	TBD
	 Returns
	 	 	[****]	* 	 	Returns
	 Reporting
	 	 	TBD	  	 	TBD
	 Other Customer Services Activities
	 	 	TBD	  	 	TBD

  

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

 CONFIDENTIAL TREATMENT REQUESTED 

 

 Exhibit 4.1.4 - Pricing Tables - Customer Service 

AMA Pricing Exhibit 
 A) Annual Productivity Gains

  

																					
	 Activities:
	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Order Management
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Preliminary Order Processing (POP)
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Dispute Management
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Returns
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Reporting
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Other Customer Services Activities
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 

 B) Pricing Table - Cost Per Hour FTE 
  

													
	 Activities:
	  	On shore	 	  	Offshore	 	  	Nearshore	 
	 Order Management
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Preliminary Order Processing (POP)
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Dispute Management
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Returns
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Reporting
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
	 Other Customer Services Activities
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 

 C) Productive Hours 
  

					
	 Productive Hours
	  	 	[****]	* 

 D) Personnel Projection Matrix (including annual productivity gain) 

 

																							
	 Activities
	  	 	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Order Management
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Preliminary Order Processing (POP)
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Dispute Management
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Returns
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Reporting
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Other Customer Services Activities
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 
			Total FTE Per Year		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 

 
 E) Pass Through Expenses 

 

																																	
																									Baseline Volume:
												
	 	 	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 	 	            	 	Year 1	 	Year 2	 	Year 3	 	Year 4	 	Year 5
	 Mailroom & Scanning - Solution to be defined
	 				 				 				 				 				 	 	TBD	 	TBD	 	TBD	 	TBD	 	TBD
	 Outbound Calls & Call Forwarding - Solution to be defined
	 				 				 				 				 				 	 	TBD	 	TBD	 	TBD	 	TBD	 	TBD
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	 		 		 		 		 	
	 Total Pass Through Cost Per Year
		$	—  	  		$	—  	  		$	—  	  		$	—  	  		$	—  	  											

 F) Overall Cost: Total FTE and Pass Through Costs Per year 

 

																					
	 	  	Year 1	 	  	Year 2	 	  	Year 3	 	  	Year 4	 	  	Year 5	 
	 Total On-going + Pass Through Cost Per Year
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 
		  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 	  	  
	  
	 

 CONFIDENTIAL TREATMENT REQUESTED 

 

 G) FTE Increment 
  

					
	 Activities:
	  	Volume Per FTE	  	Unit of Measurement
	 Order Management
	  	TBD	  	TBD
	 Preliminary Order Processing (POP)
	  	TBD	  	TBD
	 Dispute Management
	  	TBD	  	TBD
	 Returns
	  	TBD	  	TBD
	 Reporting
	  	TBD	  	TBD
	 Other Customer Services Activities
	  	TBD	  	TBD

 H) Annual Volume 
  

							
	 Activities:
	  	Annual Volume	 	  	 Unit of Measurement

	 Order Management
	  	 	[****]	* 	  	Orders (EDI & Manual)
	 Preliminary Order Processing (POP)
	  	 	TBD	  	  	TBD
	 Dispute Management
	  	 	TBD	  	  	TBD
	 Returns
	  	 	[****]	* 	  	Returns
	 Reporting
	  	 	TBD	  	  	TBD
	 Other Customer Services Activities
	  	 	TBD	  	  	TBD

  

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

 CONFIDENTIAL TREATMENT REQUESTED 

 

 Exhibit 4.1.4 - Pricing Tables - Customer Service 

Volume Details 
 A) LSA 

Below are sales document count and split of manual orders, volumes are only for America region it doesn’t include Canada and Mexico volumes 

 

 LSUS 
  

																			
	 	  	Total Ordered
Units - Manual
Orders	 	 	 	  	Manual Sales
Docs Count	 
	 Month
	  	2013	 	 	2014	 	 	 	  	2013	 	 	2014	 
	 Jan
	  	 	[****]	* 	 	 	[****]	* 	 		  	 	[****]	* 	 	 	[****]	* 
	 Feb
	  	 	[****]	* 	 	 	[****]	* 	 		  	 	[****]	* 	 	 	[****]	* 
	 Mar
	  	 	[****]	* 	 	 	[****]	* 	 		  	 	[****]	* 	 	 	[****]	* 
	 Apr
	  	 	[****]	* 	 	 	[****]	* 	 		  	 	[****]	* 	 	 	[****]	* 
	 May
	  	 	[****]	* 	 	 	[****]	* 	 		  	 	[****]	* 	 	 	[****]	* 
	 Jun
	  	 	[****]	* 	 	 	[****]	* 	 		  	 	[****]	* 	 	 	[****]	* 
	 Jul
	  	 	[****]	* 	 	 	[****]	* 	 		  	 	[****]	* 	 	 	[****]	* 
	 Aug
	  	 	[****]	* 	 	 	[****]	* 	 		  	 	[****]	* 	 	 	[****]	* 
	 Sep
	  	 	[****]	* 	 	 	[****]	* 	 		  	 	[****]	* 	 	 	[****]	* 
	 Oct
	  	 	[****]	* 	 	 	[****]	* 	 		  	 	[****]	* 	 	 	[****]	* 
	 Nov
	  	 	[****]	* 	 	 	[****]	* 	 		  	 	[****]	* 	 	 	[****]	* 
	 Dec
	  	 	[****]	* 	 	 	[****]	* 	 		  	 	[****]	* 	 	 	[****]	* 
		  	  
	  
	 	 	  
	  
	 	 		  	  
	  
	 	 	  
	  
	 
	 Total
		 	[****]	* 		 	[****]	* 				 	[****]	* 		 	[****]	* 
		  	  
	  
	 	 	  
	  
	 	 		  	  
	  
	 	 	  
	  
	 

 

 LSM (Mexico) 
  

																			
	 	  	Total Ordered
Units - Manual
Orders	 	 	 	  	Manual Sales
Docs Count	 
	 Month
	  	2013	 	 	2014	 	 	 	  	2013	 	 	2014	 
	 Jan
	  	 	[****]	* 	 	 	[****]	* 	 		  	 	[****]	* 	 	 	[****]	* 
	 Feb
	  	 	[****]	* 	 	 	[****]	* 	 		  	 	[****]	* 	 	 	[****]	* 
	 Mar
	  	 	[****]	* 	 	 	[****]	* 	 		  	 	[****]	* 	 	 	[****]	* 
	 Apr
	  	 	[****]	* 	 	 	[****]	* 	 		  	 	[****]	* 	 	 	[****]	* 
	 May
	  	 	[****]	* 	 	 	[****]	* 	 		  	 	[****]	* 	 	 	[****]	* 
	 Jun
	  	 	[****]	* 	 	 	[****]	* 	 		  	 	[****]	* 	 	 	[****]	* 
	 Jul
	  	 	[****]	* 	 	 	[****]	* 	 		  	 	[****]	* 	 	 	[****]	* 
	 Aug
	  	 	[****]	* 	 	 	[****]	* 	 		  	 	[****]	* 	 	 	[****]	* 
	 Sep
	  	 	[****]	* 	 	 	[****]	* 	 		  	 	[****]	* 	 	 	[****]	* 
	 Oct
	  	 	[****]	* 	 	 	[****]	* 	 		  	 	[****]	* 	 	 	[****]	* 
	 Nov
	  	 	[****]	* 	 	 	[****]	* 	 		  	 	[****]	* 	 	 	[****]	* 
	 Dec
	  	 	[****]	* 	 	 	[****]	* 	 		  	 	[****]	* 	 	 	[****]	* 
		  	  
	  
	 	 	  
	  
	 	 		  	  
	  
	 	 	  
	  
	 
	 Total
		 	[****]	* 		 	[****]	* 				 	[****]	* 		 	[****]	* 
		  	  
	  
	 	 	  
	  
	 	 		  	  
	  
	 	 	  
	  
	 

 
 

  
 B) LSE 

Orders volumes are for the time window NOV, 28, 2013 - OCT, 14, 2014 (for detailed split by order type please refer to attached spreadsheet) 

Return Orders are for the time window NOV, 28, 2013 - Sep, 30, 2014 

Credit note volumes are [****]* a year, this may be subject to increase once all customer claims are entered via dispute tool in alignment with LSUS
process. Split by region is not available 
  

																																													
	 Sales Doc / Orders
	  	BeNo	 	 	EE	 	 	France	 	 	GAS	 	 	Greece	 	 	HQ	 	 	Italy	 	 	Spain	 	 	Turkey	 	 	UK	 	 	Total:	 
	 At Once Orders:
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Pre Book Orders
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 				 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 
	 Totals
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 
												
	 Returns
	  	BeNo	 	 	EE	 	 	France	 	 	GAS	 	 	Greece	 	 	HQ	 	 	Italy	 	 	Spain	 	 	Turkey	 	 	UK	 	 	Total:	 
	 Returns Count
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 

 C) AMA (FY 2013) 

Below are sales documents volumes (FY2013) for AMA regions all countries 
  

																									
	 Sales Order Type
	  	India	 	 	Pakistan	 	 	South Africa	 	 	China	 	 	Hong Kong	 	 	Taiwan	 
	 Standard Orders
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Contracts
	  	 	[****]	* 	 				 	 	[****]	* 	 	 	[****]	* 	 				 	 	[****]	* 
	 Free Goods/Samples
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 

 CONFIDENTIAL TREATMENT REQUESTED 

 

																									
	 Returns
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 
	 Grand Total
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 
							
	 Sales Order Type
	  	Indonesia	 	 	Malaysia	 	 	Philippines	 	 	ANZ	 	 	Japan	 	 	Korea	 
	 Standard Orders
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Contracts
	  				 				 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Free Goods/Samples
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Returns
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 
	 Grand Total
		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 
		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 

  

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

 CONFIDENTIAL TREATMENT REQUESTED - REDACTED COPY 

Confidential 
 Execution
Version 
 MASTER SERVICES AGREEMENT 

By and Between 
 Levi
Strauss & Co. 
 And 

Wipro Limited 

November 7, 2014 

Exhibit 4 
 Pricing
Tables 
 Attachment 4.1.5 

Consumer Relations 
  

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

 CONFIDENTIAL TREATMENT REQUESTED 

 

 Exhibit 4.1.5 - Pricing Tables - Consumer Relations 

LSE Pricing Exhibit 
 A) Annual Productivity
Gains 
  

																					
	 Activities:
	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Contact Handling & Resolution
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 

 B) Pricing Table - Cost Per Hour FTE 
  

													
	 Activities:
	  	On shore	 	  	Offshore	 	  	Nearshore	 
	 Contact Handling & Resolution
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 

 C) Productive Hours 
  

					
	 Productive Hours
	  	 	[****]	* 

 D) Personnel Projection Matrix (including annual productivity gain) 

 

																							
	 Activities
	  	 	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Contact Handling & Resolution
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 
			Total FTE Per Year		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 

 
 E) Pass Through Expenses 

 

																																	
																									Baseline Volume:
												
	 	 	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 	 	            	 	 Year 1
	 	Year 2	 	Year 3	 	Year 4	 	Year 5
	 Outbound Calls & Call Forwarding - Solution to be defined
	 				 				 				 				 				 	 	TBD	 	TBD	 	TBD	 	TBD	 	TBD
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 				 				 				 				 				 	 		 		 		 		 	
		 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	 		 		 		 		 	
	 Total Pass Through Cost Per Year
		$	—  	  		$	—  	  		$	—  	  		$	—  	  		$	—  	  											

 F) Overall Cost: Total FTE and Pass Through Costs Per year 

 

																					
	 	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Total On-going + Pass Through Cost Per Year
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 

 G) FTE Increment 
  

					
	 Activities:
	  	Volume Per FTE	  	Unit of Measurement
	 Contact Handling & Resolution
	  	TBD	  	TBD

 H) Annual Volume 
  

					
	 Activities:
	  	Annual Volume	  	Units of Measurement
	 Contact Handling & Resolution
	  	TBD	  	TBD

  

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

 

 CONFIDENTIAL TREATMENT REQUESTED 

 

 Exhibit 4.1.5 - Pricing Tables - Consumer Relations 

AMA Pricing Exhibit 
 A) Annual Productivity
Gains 
  

																					
	 Activities:
	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Contact Handling & Resolution
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 

 B) Pricing Table - Cost Per Hour FTE 
  

													
	 Activities:
	  	On shore	 	  	Offshore	 	  	Nearshore	 
	 Contact Handling & Resolution
	  	 	[****]	* 	  	 	[****]	* 	  	 	[****]	* 

 C) Productive Hours 
  

					
	 Productive Hours
	  	 	[****]	* 

 D) Personnel Projection Matrix (including annual productivity gain) 

 

																							
	 Activities
	  	 	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Contact Handling & Resolution
	  	On shore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Offshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	Nearshore	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 
			Total FTE Per Year		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 		 	[****]	* 

 E) Pass Through Expenses 
  

																																									
																									Baseline Volume:	  
												
	 	 	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 	 	            	 	 Year 1
	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Outbound Calls & Call Forwarding - Solution to be defined
	 				 				 				 				 				 	 	TBD	 	 	TBD	  	 	 	TBD	  	 	 	TBD	  	 	 	TBD	  
		 				 				 				 				 				 	 		 				 				 				 			
		 				 				 				 				 				 	 		 				 				 				 			
		 				 				 				 				 				 	 		 				 				 				 			
		 				 				 				 				 				 	 		 				 				 				 			
		 				 				 				 				 				 	 		 				 				 				 			
		 				 				 				 				 				 	 		 				 				 				 			
		 				 				 				 				 				 	 		 				 				 				 			
		 				 				 				 				 				 	 		 				 				 				 			
		 				 				 				 				 				 	 		 				 				 				 			
		 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	 		 				 				 				 			
	 Total Pass Through Cost Per Year
		$	—  	  		$	—  	  		$	—  	  		$	—  	  		$	—  	  																			

 F) Overall Cost: Total FTE and Pass Through Costs Per year 

 

																					
	 	  	Year 1	 	 	Year 2	 	 	Year 3	 	 	Year 4	 	 	Year 5	 
	 Total On-going + Pass Through Cost Per Year
	  	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
		  	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 	 	  
	  
	 

 G) FTE Increment 
  

					
	 Activities:
	  	Volume Per FTE	  	Unit of Measurement
	 Contact Handling & Resolution
	  	TBD	  	TBD

 
 H) Annual Volume 

 

					
	 Activities:
	  	Annual Volume	  	Units of Measurement
	 Contact Handling & Resolution
	  	TBD	  	TBD

  

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

 CONFIDENTIAL TREATMENT REQUESTED - REDACTED COPY 

Confidential 
 Execution
Version 
 MASTER SERVICES AGREEMENT* 

By and Between 
 Levi
Strauss & Co. 
 And 

Wipro Limited 

November 7, 2014 

Exhibit 4 
 Pricing
Tables 
 Attachment 4.1.6 

Termination Charges 
  

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

 CONFIDENTIAL TREATMENT REQUESTED 

 

 Exhibit 4.1.6 - Pricing Tables - Termination Charges 

From Sept 18, 2014 Due Diligence 
  

																																																	
	 	 	Month 1	 	 	Month 2	 	 	Month 3	 	 	Month 4	 	 	Month 5	 	 	Month 6	 	 	Month 7	 	 	Month 8	 	 	Month 9	 	 	Month 10	 	 	Month 11	 	 	Month 12	 
	 Year 1
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Year 2
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Year 3
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Year 4
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 
	 Year 5
	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 	 	 	[****]	* 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 

MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 5 

GOVERNANCE 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

 TABLE OF CONTENTS 

 

									
	 1.
		 Introduction
		 	1	  
				
			 1.1
		Purpose		 	1	  
			 1.2
		References		 	1	  
			 1.3
		Definitions		 	1	  
			
	 2.
		 Relationship Management
		 	1	  
				
			 2.1
		Framework		 	1	  
			 2.2
		Facilitation of Relationship		 	1	  
			 2.3
		Relationship Management Teams		 	2	  
			 2.4
		Annual Review		 	2	  
			 2.5
		Meeting Location, Agenda and Minutes		 	2	  
			
	 3.
		 Agreement Governance
		 	2	  
				
			 3.1
		Overall		 	2	  
			 3.2
		Executive Steering Committee		 	3	  
			 3.3
		Quarterly Business Review		 	3	  
			 3.4
		Annual Strategic Review		 	4	  
			 3.5
		Service Performance Meetings		 	4	  
			 3.6
		Overall Contractor Facilitation Meetings		 	5	  
			
	 4.
		 Service Category Governance
		 	5	  
				
			 4.1
		General		 	5	  
			 4.2
		Additional Key Roles		 	5	  
			 4.3
		Service Category Regional Tower Lead Committee Meeting		 	6	  
			 4.4
		Global Process Lead Meetings		 	6	  
			 4.5
		Core Team Review: Internal & External		 	7	  
			 4.6
		Service Level Review		 	7	  
			 4.7
		Weekly Function Update		 	8	  
			 4.8
		Daily Process Update		 	8	  
			
	 5.
		 Service Delivery Processes
		 	8	  
				
			 5.1
		Overall Processes; Process Improvement		 	8	  
			 5.2
		Process for Transformation of Service Delivery Processes		 	9	  
			 5.3
		Process Improvement		 	9	  
			
	 6.
		 Acceptance
		 	9	  
				
			 6.1
		Acceptance Criteria and Testing		 	9	  
			 6.2
		Failure to Pass Acceptance Testing		 	10	  
			 6.3
		Acceptance		 	10	  
			
	 7.
		 Contract Change Process
		 	11	  
				
			 7.1
		In General		 	11	  
			 7.2
		Contract Change Request Notices		 	11	  
			 7.3
		Contract Change Request Log		 	12	  
			 7.4
		Coordination		 	12	  

  

			
	LS&Co. – Exhibit 5 – Governance		Page i

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

									
			7.5		Prioritization of Contract Changes		 	12	  
			7.6		Non-Chargeable Contract Change		 	12	  

  

			
	LS&Co. – Exhibit 5 – Governance		Page ii

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

	1.	INTRODUCTION. 

  

	1.1	Purpose. This Exhibit describes the governance framework to be established by LS&Co. and Supplier to manage the relationship between them. 

 

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

  

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

  

	 	(a)	“Acceptance Testing Period” has the meaning given in Section 6.3. 

  

	 	(b)	“Annual Review” has the meaning given in Section 2.4. 

  

	 	(c)	“Contract Change Log” has the meaning given in Section 7.3. 

  

	 	(d)	“Contract Change Request” has the meaning given in Section 7.2. 

  

	 	(e)	“Contractor Facilitation Meeting” has the meaning given in Section 3.6. 

  

	 	(f)	“Nonconformity” has the meaning given in Section 6.2. 

  

	 	(g)	“Process Improvement Team” has the meaning given in Section 5.3. 

  

	 	(h)	“Regional Service Delivery Manager” has the meaning given in Section 4.2(a). 

  

	 	(i)	“Service Category Regional Tower Lead Committee” has the meaning given in Section 4.3. 

  

	 	(j)	“Supplier Delivery Processes” has the meaning given in Section 5.1. 

  

	2.	RELATIONSHIP MANAGEMENT. 

  

	2.1	Framework. The governance framework detailed herein provides a set of principles, guidelines and processes for the management of the relationship between the Parties and establishes the key regular meetings to be
instituted by the Parties. The framework establishes governance process at an Agreement level as well as for each Service Category. 

  

	2.2	Facilitation of Relationship. The governance framework is designed to encourage a productive working relationship between the Parties and establish the basis within which the Parties can manage the
provision of the Services by Supplier, identify issues early and manage and resolve the challenges that may arise from time to time. Additionally, the governance framework is intended to encourage alignment between the Services and the

  

			
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strategic objectives of LS&Co. In order to foster such a relationship each Party shall: (a) appoint and utilize governance personal with the appropriate communication, interpersonal and
management skills; (b) establish effective communication at all levels; (c) work towards an open relationship between the respective team members that is consistent with the nature of the engagement; and (d) foster mutual trust,
understanding and openness consistent with the nature of the engagement. 

  

	2.3	Relationship Management Teams. The Parties shall establish and maintain relationship management teams that are necessary to support the performance and delivery of the Services. 

 

	2.4	Annual Review. Following the end of each Contract Year, LS&Co. and Supplier (acting respectively through the LS&Co. Governance Executive and the Supplier Governance Executive) shall meet to review jointly
the overall operation of the Agreement and the performance of the Services (the “Annual Review”). As part of the Annual Review: (a) the Parties shall review whether the Services continue to meet LS&Co.’s strategic
information technology and business requirements; (b) Supplier shall proactively advise and provide guidance to LS&Co. with regard to technology trends relevant to LS&Co.’s business requirements and new technologies which could
support LS&Co.’s competitiveness; (c) Supplier shall proactively identify and propose technology, process and performance improvements and gain-share cost reduction opportunities; (d) the Parties shall review Supplier’s
performance of the Services; (e) the Parties shall review any disputes arising during the previous 12 months, including any outstanding issues, and identify any appropriate future improvements; and (f) the Parties shall review any other
matters reasonably requested by either Party. In preparing for the Annual Review, Supplier shall collate performance and other relevant data relating to the previous 12 months together with such additional reports and information as may reasonably
be requested by LS&Co. in order for the Parties to carry out the Annual Review. Within 10 business days following the Annual Review, Supplier shall prepare a report of the results of the Annual Review. LS&Co.’s reasonable comments and
changes will be incorporated into such report and the final report will be subject to LS&Co.’s approval. 

  

	2.5	Meeting Location, Agenda and Minutes. During the Term, representatives of the Parties shall meet at LS&Co.’s offices with remote representatives participating via teleconference periodically or as
requested by LS&Co. to discuss matters arising under the Agreement. Each Party shall bear its own costs in connection with the attendance and participation of such Party’s representatives in such meetings. For each meeting, Supplier shall
prepare and distribute an agenda sufficiently in advance of each such meeting to give participants an opportunity to prepare for the meeting. Supplier shall incorporate into such agenda items that LS&Co. desires to discuss. In addition, Supplier
shall prepare and circulate minutes promptly after a meeting. 

  

	3.	AGREEMENT GOVERNANCE. 

  

	3.1	Overall. Overall governance of the Agreement shall be performed in accordance with the following. 

  

			
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	3.2	Executive Steering Committee. Executive Steering Committee meetings shall be held in the manner set forth in the following table, with the first such meeting being held within 2 months after the Effective
Date: 

  

			
	 Executive Steering Committee Meetings

	Frequency	  	  Quarterly or such other time period agreed to by the Parties.
	Purpose	  	 •    Provide guidance on overall relationship and strategic
direction
 •    Review Performance Indicators against previously set goals and meet with
specialists and supervisors to gain feedback
 •    Approve proposed initiatives

•    Approve recommendations as required

•    Approve Contract Change Requests

•    Discuss and resolve escalated issues

		
	Members	  	   Supplier:

•    Supplier Chief Executive

•    Supplier Governance Executive

•    Supplier Executive Sponsor

 
   LS&Co.:

•    LS&Co. Chief Financial Officer

•    LS&Co. Regional President(s)

•    LS&Co. Chief Information Officer

•    LS&Co. Controller

•    LS&Co. GBS Lead

 
 LS&Co. shall designate one of its representatives on the Executive Steering Committee
to act as the chair of the Executive Steering Committee.

  

	3.3	GBS Leadership Team Review. GBS Leadership Team Review meetings shall be held in the manner set forth in the following table, with the first such meeting being held within 3 months after the Effective Date:

  

			
	 GBS Leadership Team Review

	Frequency	  	  Quarterly or such other time period agreed to by the Parties.
	Purpose	  	 •    Review Performance Indicators against previously set goals and meet
with specialists and supervisors to gain feedback
 •    Approve proposed
initiatives

		
	Members	  	   Supplier:

•    Supplier Chief Executive

•    Supplier Executive Sponsor

•    Supplier Governance Executive

 
   LS&Co.:

•    LS&Co. Chief Information Officer

•    LS&Co. Global Controller

•    LS&Co. GBS Lead

•    LS&Co. Chief Human Resource Officer

•    LS&Co. Transition Lead

  

			
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	 GBS Leadership Team Review

		  	 •     LS&Co. Customer Service Lead

  

	3.4	Annual Strategic Review. Annual Strategic Review meetings shall be held in the manner set forth in the following table, with the first such meeting being held within 12 months after the Effective Date:

  

			
	 Annual Strategic Review

	Frequency	  	  Annually or such other time period agreed to by the Parties.
	Purpose	  	 •     Review Performance Indicators against previously set goals
and meet with specialists and supervisors to gain feedback
 •     Approve proposed
initiatives
 •     Establish program goals for the upcoming year

		
	Members	  	   Supplier:

•     Supplier Chief Executive

•     Supplier Executive Sponsor

•     Supplier Governance Executive

 
   LS&Co.:

•     LS&Co. Chief Executive Officer

•     LS&Co. Chief Financial Officer

•     LS&Co. GBS Lead

  

	3.5	Service Performance Meetings. The Parties shall establish regular meetings to review Supplier’s overall performance, delivery of the Services, and financial performance. Within 30 days of the Effective Date,
the LS&Co. Governance Executive and the Supplier Governance Executive shall appoint appropriate representatives to participate in the service performance meetings, which shall also include the members listed in the table below. Service
performance meetings shall be held in the manner set forth in the following table, with the first such meeting being held within 1 month after the first Commencement Date. 

 

			
	 GBS Core Team

	Frequency	  	  Monthly or such other time period agreed to by the Parties.
	Purpose	  	 •     Review Performance Indicators against previously set goals
and meet with specialists and supervisors to gain feedback
 •     Discuss and resolve
escalated issues; escalated as needed

		
	Members	  	   Supplier:

•     IT Lead

•     Finance Lead

•     HR Solutions Lead

•     Customer Service Lead

•     Consumer Relations Lead

•     Supplier Governance Executive

•     LS&Co.

  

			
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	 GBS Core Team

		 	 •     LS&Co. IT Lead

•     LS&Co. Finance Lead

•     LS&Co. HR Solutions Lead

•     LS&Co. Customer Service Lead

•     LS&Co. Change Management Lead

•     LS&Co. Transition Lead

•     LS&Co. Offshore Lead

•     LS&Co. Continuous Improvement

•     LS&Co. Performance Management

 
 LS&Co. shall designate one of its representatives on the Service
Performance Meeting to act as the chair of the Service Performance Meeting

  

	3.6	Overall Contractor Facilitation Meetings. Supplier shall attend meetings set up by LS&Co. to promote cooperation amongst Supplier and LS&Co. Third Party Contractors (each, a “Contractor
Facilitation Meeting”). Contractor Facilitation Meetings shall be held as reasonably directed by LS&Co. 

  

			
	 Contractor Facilitation Meetings

	Frequency	  	  Quarterly or such other time period agreed to by the Parties.
	Purpose	  	 •     To bring together Supplier, LS&Co. Third Party
Contractors and LS&Co. to review and set future strategies
 •     Review and
resolved any escalated cross-supplier coordination issues

		
	Members	  	   Supplier:

•     Supplier Governance Executive

 
   LS&Co.:

•     LS&Co. Governance Executive

•     Participants from LS&Co. Third Party Contractors, as invited by
LS&Co.

  

	4.	SERVICE CATEGORY GOVERNANCE. 

  

	4.1	General. Governance of each Service Category shall be performed in accordance with the following. 

  

	4.2	Additional Key Roles. With respect to each Service Category, Supplier shall appoint members of Supplier’s relationship management team to fulfill the following roles: 

 

	 	(a)	Regional Service Delivery Manager: Supplier shall assign an individual acceptable to LS&Co. to act as the delivery manager for each Service Category (each such individual, a “Regional Service Delivery
Manager”). Each Regional Service Delivery Manager shall be responsible for all matters relating to Supplier’s performance of the Services for the applicable Service Category. 

  

			
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	4.3	Service Category Regional Tower Lead Committee Meeting For each Service Category (or grouping of Service Categories agreed to by the Parties), the Parties shall establish a committee to oversee the performance
and delivery of the Services in that Service Category (each, a “Service Category Regional Tower Lead Committee”). Service Category Regional Tower Lead Committee meetings for each Service Category shall be held in the manner set
forth in the following table, with the first such meeting being held within 2 months after the Effective Date: 

  

			
	 Service Category Regional Tower Lead Committee Meetings

(regional tower meeting for each functional tower, 4 separate meetings)

	Frequency	  	Quarterly or such other time period agreed to by the Parties.
	Purpose	  	 •     Review high-level account status and performance for the
applicable Service Category
 •     Conduct annual and long-term strategizing and
planning with respect to the applicable Service Category
 •     Provide a strategic
outlook for LS&Co. requirements for the applicable Service Category

		
	Members	  	 Supplier:

•     Supplier Regional Tower Lead

•     Primary Supplier representative for the applicable Service Category

 
 LS&Co.:

•     LS&Co. Regional Tower Lead (e.g., LSA Controller, LSE Controller, AMA
Controller)
 •     Primary LS&Co. representative for the applicable Service
Category
  
 LS&Co. shall designate one of its representatives on each Service
Category Regional Tower Lead Committee to act as the chair of that Service Category Regional Tower Lead Committee

		
	Supporting Activities	  	 Supplier shall provide performance and other information necessary for the Service Category Regional Tower Lead Committee meeting. Such
information shall include a summary of the past six months’ performance for the applicable Service Category, including with respect to:

•     Service Levels

•     Supplier’s compliance with the Agreement

•     Achievements and issues

•     Charges

  

	4.4	Global Process Lead Meetings. Global Process Lead Meetings shall be held in the manner set forth in the following table, with the first such meeting being held within 3 months after the Effective Date:

  

			
	 Global Process Lead Meeting

	Frequency	  	Quarterly or such other time period agreed to by the Parties.
	Purpose	  	 •     Review process performance by Region, set global process
goals, and develop remediation strategies
 •     Facilitates the sharing of best
practices
 •     Discuss process standardization opportunities and develop
implementation

  

			
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	 Global Process Lead Meeting

		  	plans, as appropriate
	Members	  	 Supplier:

•     Supplier Process Leads

 
 LS&Co.:

•     LS&Co. Process Leads

  

	4.5	Core Team Review: Internal & External. For each Service Category (or grouping of Service Categories agreed to by the Parties), the Parties shall establish regular meetings to review the performance and
delivery of the Services in that Service Category. Within 30 days of the Effective Date, the LS&Co. Governance Executive and the Supplier Governance Executive shall, for each Service Category (or grouping of Service Categories agreed to by the
Parties), appoint appropriate representatives to participate in that Core Team Review: Internal & External, which shall also include the members listed in the table below. Each Core Team Review: Internal & External shall be held in
the manner set forth in the following table, with the first such meeting being held in the week immediately following the applicable Commencement Date: 

  

			
	 Core Team Review: Internal & External

	Frequency	  	Weekly or such other time period agreed to by the Parties.
	Purpose	  	 •     LS&Co. and Supplier provide overall delivery/performance
updates
 •     Raise issues identified during internal review

•     Planning/scheduling of resolutions

		
	Members	  	 Supplier:

•     Supplier Tower Leads

•     Supplier Transition Leads

 
 LS&Co.:

•     LS&Co. Customer Service Lead

•     LS&Co. Information Technology Lead

•     LS&Co. Human Resources Lead

•     LS&Co. Financial Lead

•     LS&Co. Transition Lead

  

	4.6	Service Level Review. Service Level Review meetings shall be held in the manner set forth in the following table, with the first such meeting being held in the week immediately following the applicable
Commencement Date: 

  

			
	 Service Level Review

	Frequency	  	Weekly or such other time period agreed to by the Parties.
	Purpose	  	 •     Review performance indicators, quality scores and trends to inform ongoing
activities

		
	Members	  	 Supplier:

•     Supplier Global Tower Leads

•     Supplier Regional Tower Leads

  

			
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	 Service Level Review

		 	  
 LS&Co.:

•    LS&Co. Global Tower Leads

•    LS&Co. Regional Tower Leads

•    LS&Co. Performance Management Lead

  

	4.7	Weekly Function Update Weekly Function Update meetings shall be held in the manner set forth in the following table, with the first such meeting being held in the week immediately following the applicable
Commencement Date: 

  

			
	 Weekly Function Update

	Frequency	  	Weekly or such other time period agreed to by the Parties.
	Purpose	  	 •    Review Performance Indicators, quality scores and plans for
improvement across areas
 •    Identify risks/issues across areas

•    Tracking and status updates of previously identified issues/resolutions

		
	Members	  	 Supplier:

•    Supplier Global Tower Leads

•    Supplier Regional Tower Leads

 
 LS&Co.:

•    LS&Co. Global Tower Leads

•    LS&Co. Regional Tower Leads

  

	4.8	Daily Process Update Daily Process Update meetings shall be held in the manner set forth in the following table, with the first such meeting being held in the week immediately following the applicable
Commencement Date: 

  

			
	 Daily Process Update

	Frequency	  	Daily or such other time period agreed to by the Parties.
	Purpose	  	 •    Review Performance Indicators, quality scores and plans for
improvement specific to process & Area
 •    Identify risks / issues across Areas

•    Tracking and status updates of previously identified issues/resolutions

		
	Members	  	 Supplier:

•    Supplier Regional Tower Leads

•    Supplier Tower Working Teams

 
 LS&Co.:

•    LS&Co. Regional Tower Leads

•    LS&Co. Tower Working Teams

  

	5.	SERVICE DELIVERY PROCESSES. 

  

	5.1	 Overall Processes; Process Improvement. Supplier acknowledges that key factors in LS&Co. proceeding with the Agreement include (a) the
level and quality of the processes 

  

			
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used as part of the delivery of Services (“Service Delivery Processes”) that Supplier will use in support of the LS&Co. account; and (b) Supplier’s commitment to
enhance, evolve and improve the quality and efficiency of the Service Delivery Processes. As part of its ongoing enhancement and improvement of the Service Delivery Processes, Supplier shall perform an annual analysis of the then applicable Service
Delivery Processes to identify target areas for improving the efficiency and quality of the Service Delivery Processes, including: (a) areas for process improvements and improved business outcomes; (b) differences between the Service
Delivery Processes then in use and Supplier’s recommended best of breed Service Delivery Processes; (c) differences between the industry best practices for the applicable Service Delivery Process and those currently in use; (d) areas
of Service Delivery Process duplication and Service Delivery Process inefficiency; (e) Supplier’s proposal for transforming the Service Delivery Processes in accordance with Supplier’s recommendations in sub-clauses (a)-(d); and
(f) such other material related to the Service Delivery Processes as is reasonably requested by LS&Co. Supplier shall report on the outcomes of its Service Delivery Process analysis as part of the Annual Strategic Review meetings.

  

	5.2	Process for Transformation of Service Delivery Processes. Following completion of the annual Service Delivery Process review the Parties shall work together to agree upon a detailed plan and process for the
transformation of the Service Delivery Process for each of the Services, which plan shall address: (a) how the Services will be performed by Supplier on and from the Commencement Date, (b) how the Service Delivery Processes for each
Service will be transitioned to Supplier; (c) how the Service Delivery Processes for each Service will be transformed by Supplier, (d) how the applicable LS&Co. Agents will be involved in the detailed transition and transformation of
the Service Delivery Processes; and (e) such other items related to the Service Delivery Processes that are reasonably required by LS&Co. There will be no increase to the Charges or Transition Charges for the transition and transformation
of the Service Delivery Processes. 

  

	5.3	Process Improvement. Without limiting the foregoing, Supplier shall establish a team of at least 5 FTEs (the “Process Improvement Team”) with responsibility for monitoring and evaluating the
Services and identifying and recommending process improvements and process automations. The Process Improvement Team will consist of Supplier Staff trained in maintaining quality and implementing process improvement initiatives to the provision of
Services for LS&Co. during the Term. Members of the Process Improvement Team will have suitable background, training, skills and qualifications. The Process Improvement Team will meet on a quarterly basis, or more often as mutually agreed to by
the Parties and will report on its activities and present its recommendations to the Executive Steering Committee or the applicable Service Category Regional Tower Lead Committee, as directed by LS&Co., following each such meeting.

  

	6.	ACCEPTANCE. 

  

	6.1	 Acceptance Criteria and Testing. The Parties shall agree the acceptance testing criteria and procedures for any Deliverable that require
acceptance testing with respect to a Deliverable that requires acceptance testing. LS&Co. shall use reasonable efforts to 

  

			
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begin acceptance testing within 10 days (or such other time period agreed to by the Parties) after Supplier notifies LS&Co. that the applicable Deliverable is ready for testing; unless
LS&Co. provides Supplier with notice stating that LS&Co. requires additional time to begin acceptance testing, in which case acceptance testing shall begin by the date specified in such notice. Supplier shall, at no additional cost to
LS&Co., provide support, assistance and consultation as may be reasonably necessary to facilitate LS&Co.’s acceptance testing. 

  

	6.2	Failure to Pass Acceptance Testing. LS&Co. shall notify Supplier if a Deliverable fails to conform to the applicable acceptance criteria (each such failure, a “Nonconformity”) and provide
Supplier with reasonable detail (to the extent possible) of such Nonconformity. Upon such notice, Supplier shall promptly correct, at no additional charge to LS&Co., the Nonconformity (and any other problems with such Deliverable of which
Supplier has knowledge). Until the earlier to occur of: (a) LS&Co.’s acceptance of the Deliverable; or (b) the date specified in the agreed to schedule for completion of such Deliverable, LS&Co. will continue to
(i) perform acceptance tests of further versions of the Deliverable submitted by Supplier for testing and (ii) cooperate in good faith with Supplier in addressing any Nonconformity. If, in LS&Co.’s reasonable discretion, the
Deliverable fails to pass the applicable acceptance tests by the date agreed to for their completion, LS&Co. may, at its option: (w) give Supplier additional time to correct the deficiencies; (x) accept any Deliverable that meets the
applicable acceptance criteria and return the nonconforming Deliverable or reject the nonconforming Deliverable for a reasonable refund of amounts paid to Supplier for such rejected Deliverable together with any accepted Deliverable whose
functionality or value is impaired because of such rejection; (y) accept the nonconforming Deliverable, subject to a reasonable price adjustment; or (z) terminate the applicable Services or the Agreement and seek LS&Co.’s other
available remedies. 

  

	6.3	Acceptance. Upon completion of the acceptance tests to LS&Co.’s reasonable satisfaction, LS&Co. will issue a certificate of acceptance or other written documentation indicating that LS&Co. has
accepted the applicable Deliverable. Acceptance testing for a Deliverable that requires acceptance testing shall be completed within the period prescribed in the applicable Work Order or the Transition Plan, unless in each case: (a) LS&Co.
provides Supplier with notice stating that LS&Co. requires additional time for acceptance testing, in which case the period for acceptance testing shall be extended by the period set forth in such notice for such Deliverable; or (b) the
Deliverable has in LS&Co.’s reasonable discretion failed to meet the applicable Acceptance Criteria (the “Acceptance Testing Period”). If LS&Co. fails to communicate the results of the acceptance testing to Supplier
upon expiration of the applicable Acceptance Testing Period (that is, LS&Co. does not accept the Deliverable or provide information with respect to any Nonconformities identified in the Deliverable), Supplier shall notify the LS&Co.
Governance Executive of such failure to accept the Deliverable (or of LS&Co.’s failure to provide notice of any Nonconformity), which notice shall provide sufficient detail for the LS&Co. Governance Executive to identify the
Deliverable, the applicable Acceptance Testing Period and the LS&Co. personnel or agent responsible for accepting or rejecting the Deliverable. Upon receipt of a valid notice pursuant to this Section 6.3, a Deliverable shall be
deemed accepted 15 business days after receipt of that notice by the 

  

			
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LS&Co. Governance Executive, unless LS&Co. communicates to Supplier any Nonconformity in the Deliverable within the 15 business day time period. Upon the communication of any
Nonconformity, Supplier shall promptly correct, at no additional charge to LS&Co., the Nonconformity (and any other problems with such Deliverable of which Supplier has knowledge) in accordance with the requirements of Section 6.2
and resubmit that Deliverable for acceptance testing in accordance with the requirements of this Section 6. 

  

	7.	CONTRACT CHANGE PROCESS. 

  

	7.1	In General. Contract Changes shall be managed in accordance with Section 10.6 of the Agreement and the change process detailed in this Section 7. Prior to proposing any Contract Change,
Supplier shall determine whether that proposed Contract Change is within the scope of the Services (and if so, such proposed change will be considered part of the Services and not considered a Contract Change) or constitute a Contract Change.
Supplier shall not implement any Contract Change until LS&Co. and Supplier have agreed upon the terms for such Contract Change and Parties have executed the Contract Change Request. Any Contract Change implemented by Suppler without such advance
agreement to terms and written authorization shall be deemed part of the Services without incremental charge. Any Contract Change authorized by LS&Co. in accordance with this Section 7 shall become part of the Services and shall be
subject to the terms and conditions of the Agreement unless and only to the extent the Parties agree otherwise. 

  

	7.2	Contract Change Request Notices. A Party may request a Contract Change by submitting a change request form (substantially in the form and format set forth in the Operations Manual) to the other Party
(“Contract Change Request”). Within 10 days of Supplier’s receipt of a Contract Change Request from LS&Co. (or at or prior to the submission of a Contract Change Request to LS&Co. by Supplier), Supplier shall, at
no additional cost or expense to LS&Co., prepare a detailed proposal (substantially in the form and format set forth in the Operations Manual) which shall: (a) specify the steps and requirements necessary to implement the Contract Change
set forth in the Contract Change Request; (b) contain an impact analysis of the Contract Change that shall include an indication of the effect of the proposed Contract Change on the Services and the Service Levels (the impact analysis shall
specify if Supplier reasonably considers that the proposed Contract Change will materially affect its ability to continue to perform the Services in accordance with the Service Levels after the implementation of the proposed Contract Change);
(c) specify the relative priority of the Contract Change Request; (d) identify the different roles, responsibilities and actions that will be assumed and taken by the Parties to implement the Contract Change Request, including transition
timelines and transition plans, milestones, delivery dates, new or adjusted Service Levels, staffing and Supplier Staff, description of new software and/or equipment to be utilized, training and communication with respect to implementation of the
Contract Change Request, and any evaluation testing, development and acceptance criteria applicable to such Contract Change Request; (e) contain a cost estimate (to the extent of any additional or increased cost) and allocate responsibility for
such cost (if any) to the appropriate Party; (f) contain a detailed description of the Services to be provided or removed, and any impact on the Service Levels; and (g) such further information as LS&Co. may reasonably request in

  

			
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order to substantiate the impact of the proposed Contract Change. Each cost estimate shall reflect the total cost of the Contract Change Request, and shall include a breakdown of the proposed
charges (both one-off and on-going) for making the Contract Change, which breakdown shall show: (i) the reduction to the Charges, any additional charges, or one-off charges which are proposed as a result of the Contract Change or cessation of
any existing Services; (ii) any charges for any agreed additional process training; (iii) any other relevant costs; (iv) the increase to the Charges and additional charges which are being proposed as a result of the introduction or
addition of new processes or Services or, where applicable, the alteration of any existing Services; and (v) details of the term of the proposed charges. 

  

	7.3	Contract Change Request Log. Supplier will maintain an historical log (“Contract Change Log”) of all Contract Change Requests (whether or not implemented) throughout the Term. The Contract Change
Log shall include, at a minimum, the following level of detail: (a) control number and date of the Contract Change Request; (b) name of the Party submitting the Contract Change Request; (c) a brief description of the Contract Change
Request; (d) the current status of the Contract Change Request; and (e) the date of the Contract Change Request. The status of the Contract Change Request at any stage in the Contract Change Process will be categorized as one of the
following: (i) Open (the Contract Change Request has been created and registered); (ii) In Review (a response to the Contract Change Request has been created and is being reviewed pending approval to proceed); (iii) Approved (the
Parties have agreed to expend the resources to implement the Contact Change Request, and the Contract Change Request is awaiting implementation); (iv) On Hold (the Parties wish to suspend implementation of the Contract Change Request but
anticipate the Contract Change Request will be implemented at a later date); (v) Closed (all implementation tasks have been completed, and the Contract Change Request has been implemented); or (vi) Rejected (the Contract Change Request has
been closed and not implemented). 

  

	7.4	Coordination. Supplier shall track and report to LS&Co. on all Contract Changes implemented by Supplier. Supplier shall coordinate all Contract Changes with LS&Co. (and any third parties designated by
LS&Co.) and cooperate with LS&Co. (and any third parties designated by LS&Co.) to ensure that all Contract Changes are made in a consistent and controlled manner so as to minimize any disruption to LS&Co.’s business operations.

  

	7.5	Prioritization of Contract Changes. Despite anything to the contrary in this Section 7, LS&Co. shall have the right from time to time to alter the order of priority of any Contract Change Request
or Contract Change. 

  

	7.6	Non-Chargeable Contract Change. Notwithstanding the foregoing, no Charges or other amount shall be payable by LS&Co. in connection with a Contract Change to the extent the Contract Change: (a) can be
provided by Supplier without Supplier incurring material additional costs or increasing in a material manner the Supplier Staff beyond, in each case, that which is ordinarily used or incurred by Supplier to provide the Services; (b) is a
Contract Change for which the cost is explicitly allocated to Supplier under the Agreement; or (c) is determined by the Parties to be non-chargeable. 

  

			
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MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 6 

REPORTS 

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 TABLE OF CONTENTS 

 

									
	1.				Introduction		1
					
					1.1		General		1
					 1.2
		 References
		1
					1.3		Definitions		1
				
	2.				Reporting Requirements		1
					
					 2.1
		 Provision of Reports
		1
					 2.2
		Report Requirements		1
					2.3		Report Capture		1
					2.4		Tools		1
					2.5		Web Portal		2
				
	3.				Governance Reports		2
				
	4.				Service Reports		4
					
					4.1		Human Resource Services Reports		4
					4.2		Finance Services Reports		4
					4.3		Information Technology Services Reports		5
					4.4		Customer Service Services Reports		5
					4.5		Consumer Relations Services Reports		6

  

			
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	1.	INTRODUCTION. 

  

	1.1	General. This Exhibit sets forth the reports that Supplier shall provide as part of the Services. 

  

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

  

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

  

	2.	REPORTING REQUIREMENTS. 

  

	2.1	Provision of Reports. Supplier shall provide to LS&Co. the reports, data feeds and data files described in this Exhibit and any other reports identified in the Agreement. In addition, Supplier shall provide
such other reports as are reasonably requested by LS&Co. from time to time. All reports shall be LS&Co. Data. Supplier will as soon as reasonably practical provide LS&Co. with information about, and answer LS&Co.’s questions in
respect of, the Services and other aspects of the Agreement, as LS&Co. may request from time to time. 

  

	2.2	Report Requirements. Supplier shall: (a) provide each report in the form and format directed by LS&Co., and include such content as is directed by LS&Co.; (b) provide the reports at the
frequency specified in this Exhibit, or where no such frequency is specified, as reasonably required by LS&Co.; and (c) modify the format, content, and frequency of any report as reasonably requested by LS&Co. Each report, data feed and
data file shall be provided in electronic format. Supplier shall categorize the information included in such reports, data feeds and data files as requested by LS&Co. from time to time. 

 

	2.3	Report Capture. Supplier shall capture all metrics required to provide reports on a continuous basis (unless the report requires that Supplier capture such metrics on a periodic basis or at some specific point in
time) and make those metrics available to LS&Co. using real-time reporting tools (to the extent the functionality to provide real-time data is available to Supplier). Supplier shall compile the data to enable LS&Co. to generate reports using
the Systems or other systems of LS&Co.; provided that LS&Co. shall be responsible for providing access to archival data as required for Supplier to capture and compile the data. 

 

	2.4	 Tools. Supplier shall use reporting tools wherever possible to generate the reports and, to the extent necessary to deliver the reports,
develop customized, reporting tools. Supplier shall leverage LS&Co.’s and Supplier’s Systems to prepare the reports. Supplier will provide LS&Co. with access to such tools for the purposes of accessing LS&Co. Data,

  

			
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provided that such access does not compromise the confidentiality or security of information of Supplier’s other customers stored within such tools. 

 

	2.5	Web Portal. Supplier shall provide a web portal that shall act as a host site for business unit reports, procedure manual, service level data, training materials, change management work product. LS&Co.
personnel shall be granted access to the web portal. 

  

	3.	GOVERNANCE REPORTS. 

  

							
	 Report Name
	  	 Description
	  	 Frequency

	
	 Executive/Management Reports

			
	Supplier Staff Report	  	Detail of headcount and FTEs by delivery center. Report should include:	  	Quarterly
		  	      1.	  	Processes being supported;	  	
		  	      2.	  	Rank/title of Project staff;	  	
		  	      3.	  	Countries being serviced;	  	
		  	      4.	  	Summary of terminated, voluntary exits, open and hired / promoted positions, attrition % by functional tower ; and	  	
		  	      5.	  	Any other items specifically set forth in the Agreement to be included in this report.	  	
		  	The supplier staffing report is purely on LS&Co.’s request for visibility of staffing.	  	
			
	Service Auditor’s Report as per Section 18.3 of the Agreement	  	Report on controls for a Service Organization performed by an LS&Co.-approved auditor, an internationally recognized top tier firm (e.g., Big 4). Report covering auditing processes for a 12-month period for each
tower for which Supplier and/or Supplier sub-contractors supports LS&Co. as well as IT, general and application-related controls.	  	Yearly (completed and provided to LS&Co. as per the timelines set forth in Section 18.3 of the Agreement)
			
	SOC Bridge Letter	  	Letter from Supplier indicating whether there are material changes to the SOC report for the 3 months from the date of the report to LS&Co’s fiscal year end (i.e., the period not covered by that fiscal
year’s SOC report).	  	Yearly
			
	Satisfaction Survey	  	Output summary report regarding results of the satisfaction survey; raw data from the	  	Quarterly

  

			
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	 Report Name
	  	 Description
	  	 Frequency

			
		  	survey results must be provided upon request. Survey to be developed by the parties during detailed knowledge acquisition.	  	
			
	Quarterly Business Review	  	 Quarterly summary of tactical Service performance, including: performance against Service Levels; highlights of Service delivery; status of
major Service issues; and major Project implementation status.
  
 Quarterly summary of
strategic relationship performance, including: LS&Co business updates; Supplier business updates; industry trends; new initiatives; and challenges/obstacles/opportunities.
	  	Quarterly
			
	Root Cause Analysis	  	Report detailing the root cause of any Service Level Failures. This report will also give details of all steps taken to correct the Service Level Failure as well as current status of the Service Level Failure.	  	Monthly (if needed)
			
	Scorecard Performance Summary	  	Dashboard summary of key performance metrics (Critical Service Levels and Service Levels) and their attainment showing performance trends, Service Level Failures, and Service Level Credits. Service Levels should be consolidated in a
global dashboard with details by entity as well as by Service Category.	  	Monthly
			
	Invoice Summary Report	  	Monthly summary setting out, for each country, a description of services, dates, invoices, amount, currency, billed and number of FTEs by Region and function, Projects (if any), etc.	  	Monthly
	
	 Performance Reports

			
	Disaster Recovery / Business Continuity	  	Report outlining key controls as well as advances in developing and updating the Disaster Recovery Plan.	  	As detailed in agreed-upon Disaster Recovery Plan, but no less than annually

  

			
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	 Report Name
	  	 Description
	 	 Frequency

			
	Command Center Report & Back Office Activity	  	 Details regarding internal benchmarks and opportunity assessments as well as a quality control report. Additionally, details of relevant
Service Level information, including information on Critical Service Levels and root cause analyses, and will include other ad hoc requests.
 Volumetric
processing data detailing transactions processed by Service process by activity type (for example, number and type of manual vendor master updates processed).
	 	Monthly/As mutually agreed

  

	4.	SERVICE REPORTS. 

  

	4.1	Human Resource Services Reports 

  

							
	 Name
	  	 Description
	  	 Due Date
	  	 Recipients

				
	Scorecard Performance Summary	  	Dashboard summary of key performance metrics (Critical Service Levels and Service Levels) and their attainment, showing performance trends, Service Level Failures, and Service Level Credits.	  	10th business date of every month	  	
				
	Volume Analysis Report	  	Analysis of volume trend and action to be taken for containing it.	  	10th business date of every month	  	Tower leads
				
	Service Performance Report	  	Service Level performance, key highlight and opportunities for improvement.	  	10th business date of every month	  	Tower leads
				
	Continuous Improvement	  	Status of operational improvement initiatives; as mutually agreed	  	10th business date of every month	  	Tower leads
				
	Risk and Mitigation Report	  	List of operational and technical risks along with mitigation/contingency plan.	  	10th business date of every month	  	Tower leads

  

	4.2	Finance Services Reports 

  

							
	 Name
	  	 Description
	  	 Due Date
	  	 Recipients

				
	Volume Analysis Report	  	Analysis of volume trend and action to be taken for containing it.	  	10th business date of every month	  	Tower leads

  

			
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	 Name
	  	 Description
	  	 Due Date
	  	 Recipients

				
	Volume Analysis Report	  	Analysis of volume trend and action to be taken for containing it.	  	10th business date of every month	  	Tower leads
				
	Service Performance Report	  	Service Level performance, key highlight and opportunities for improvement.	  	10th business date of every month	  	Tower leads
				
	Continuous Improvement	  	Status of operational improvement initiatives; as mutually agreed	  	10th business date of every month	  	Tower leads
				
	Risk and Mitigation Report	  	List of operational and technical risks along with mitigation/contingency plan.	  	10th business date of every month	  	Tower leads

  

	4.3	Information Technology Services Reports 

  

							
	 Name
	  	 Description
	  	 Due Date
	  	 Recipients

				
	Volume Analysis Report	  	Analysis of volume trend and action to be taken for containing it.	  	10th business date of every month	  	Tower leads
				
	Service Performance Report	  	Service Level performance, key highlight and opportunities for improvement.	  	10th business date of every month	  	Tower leads
				
	Continuous Improvement	  	Status of operational improvement initiatives; as mutually agreed	  	10th business date of every month	  	Tower leads
				
	Risk and Mitigation Report	  	List of operational and technical risks along with mitigation/contingency plan.	  	10th business date of every month	  	Tower leads

  

	4.4	Customer Service Services Reports 

  

							
	 Name
	  	 Description
	  	 Due Date
	  	 Recipients

				
	Volume Analysis Report	  	Analysis of volume trend and action to be taken for containing it.	  	10th business date of every month	  	Tower leads
				
	Service Performance Report	  	Service Level performance, key highlight and opportunities for improvement.	  	10th business date of every month	  	Tower leads
				
	Continuous Improvement	  	Status of operational improvement initiatives; as mutually agreed	  	10th business date of every month	  	Tower leads
				
	Risk and Mitigation Report	  	List of operational and technical risks along with mitigation/contingency plan.	  	10th business date of every month	  	Tower leads

  

			
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	4.5	Consumer Relations Services Reports 

  

							
	 Name
	  	 Description
	  	 Due Date
	  	 Recipients

				
	Volume Analysis Report	  	Analysis of volume trend and action to be taken for containing it.	  	10th business date of every month	  	Tower leads
				
	Service Performance Report	  	Service Level performance, key highlight and opportunities for improvement.	  	10th business date of every month	  	Tower leads
				
	Continuous Improvement	  	Status of operational improvement initiatives; as mutually agreed	  	10th business date of every month	  	Tower leads
				
	Risk and Mitigation Report	  	List of operational and technical risks along with mitigation/contingency plan.	  	10th business date of every month	  	Tower leads

  

			
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COPY 
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MASTER SERVICES AGREEMENT* 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 7 

SERVICE LOCATIONS 

 

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

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

NOVEMBER 1, 2014 
  

 TABLE OF CONTENTS 

 

							
	1.		Introduction		1
				
			1.1		General		1
			1.2		References		1
			1.3		Definitions		1
			
	2.		Supplier Service Locations		1
			
	3.		LS&Co. Service Locations		2

  

			
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	1.	INTRODUCTION. 

  

	1.1	General. This Exhibit sets forth the Service Locations approved by the Parties. 

  

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

  

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

  

	2.	SUPPLIER SERVICE LOCATIONS. 

 The following
table sets forth the list of Supplier Service Locations from which Supplier will be providing Services and the Services that will be provided from each Supplier Service Location. The provision of Services from any other location must be approved by
LS&Co. in accordance with Article 9 of the Agreement. 
  

					
	 Location
	  	 Address
	  	 Services

			
	Pune, India	  	 Wipro Limited,
 Rajiv Gandhi Infotech Park

Phase II, Hinjewadi, Pune 411057,
 Maharashtra, India
	  	IT & BPO
			
	Bucharest, Romania	  	 Wipro Technologies S.R.L,
 169A, Floreasca
Business Park, Calea Floreasca, Sector 1 014459,
 Bucharest, Romania
	  	IT & BPO
			
	Shanghai, China	  	 Wipro (Shanghai) Limited
 Room 301-302, Building
9,
 Bibo Road Lane #690,
 Pudong, Shanghai 201203

China
	  	IT & BPO
			
	Mexico	  	 Wipro
 Ejercito Nacional No. 505 Piso 11

Col. Granada, C.P. 11520. D.F.
 Mexico
	  	IT
			
	Mexico	  	 Wipro Technologies, S.A. de C.V.
 Edificio
Indetelec,
 Av. Ciencia No. 15, Lote 4, Piso 1
 Fraccionamiento
Industrial Cuautitlán Izcalli, 54758 Edo. de México
	  	BPO
			
	[****]*	  	[****]*	  	[****]*

  

			
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	[****]*		[****]*		[****]*
			
	 Vizag, India
 (Alternate Supplier Service
Location)
		 Wipro Limited
 Door No.50-75-23/10 STPI

Old T.B.Hospital,
 Rama Talkies Road

Resapuvanipalem
 Visakhapatnam – 530013
		Alternate Supplier Service Location)
			
	Kochi, India		 Wipro Limited
 Info Park Special Economic
Zone
 Kusumagiri – PO
 Kakkanad

Cochin – 682030
		(Alternate Supplier Service Location)
			
	Manjakkudi, India		 Wipro Limited
 Swami Dayananda College

Manjakkudi Village
 Kodavasal Taluk

Dist Thiruvarur 612610
		(Alternate Supplier Service Location)
			
	Dalian, China		 Wipro
 Dalian Software Park

Dalian, Liaoning Province 116023
 China
		(Alternate Supplier Service Location)

 For certain of the Services an alternate Supplier Service Location is specified in the table above. To the
extent that Supplier desires to move any of the specified services from the primary Supplier Service Location to the alternate Supplier Service Location specified in the table above, such move must be agreed to by the Parties and such move will be
subject to, and in accordance with the requirements in Section 9 of the Agreement. LS&Co. shall not be entitled to any reduction in the Charges with respect to any such move of the applicable (and agreed to) Services to the specified
alternate Service Location. 
  

	3.	LS&Co. SERVICE LOCATIONS. 

 The following table sets
forth the list of LS&Co. Service Locations from which Supplier will be providing Services and the Services that will be provided from 

  

			
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each LS&Co. Service Location. The provision of Services from any other location must be approved by LS&Co. in accordance with Article 9 of the Agreement. 

 

					
	 Location
	  	 Address
	  	 Services

			
	San Francisco	  	 Levi Strauss & Co.,
 1155 Battery St,

San Francisco, CA 94111
	  	IT
			
	Mexico	  	 Levi Strauss de Mexico, SA CV,
 AV, Jaime Balmes
No, 8 of,
 501-502, Col.Los Mirales Polanco,
 Mexico
11510*
	  	IT*
			
	Russia	  	 Russia-Moscow-Office
 Levi Strauss,

Krasnoproletarskaya str.,
 bld 16/3, ent, 8, office 7,

Moscow 127473
	  	IT
			
	Italy	  	 Levi Strauss Italia S.r.l.,
 Via Carlo Imbonate
22,
 Miano (MI) 20159
	  	IT

  

			
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 MASTER SERVICES AGREEMENT* 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 8 

TRANSITION FRAMEWORK 

 

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

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EXECUTION VERSION 
  

 TABLE OF CONTENTS 

 

									
	1.		 Introduction.
		 	1	  
				
			1.1		 Purpose
		 	1	  
			1.2		 References
		 	1	  
			1.3		 Definitions
		 	1	  
			
	2.		 Transition.
		 	1	  
				
			2.1		 Transition Methodology
		 	1	  
			2.2		 Transition Plan
		 	1	  
			2.3		 Requirements for Transition Plan
		 	2	  
			2.4		 Requirements for Transition Enablement
		 	2	  
			2.5		 Risk Management and Risk Mitigation
		 	5	  
			2.6		 Completion of Statements of Work and Service Level Definitions
		 	5	  
			2.7		 Knowledge Capture and Cascade
		 	5	  
			2.8		 Training
		 	5	  
			2.9		 LS&Co. Transition Responsibilities
		 	6	  
			2.10		 Existing Projects
		 	6	  
			2.11		 Initial Process Improvement
		 	7	  
			
	3.		 Milestones and Completion Dates.
		 	7	  
				
			3.1		 Completion of Transition Services
		 	7	  
			3.2		 Transition Milestones
		 	7	  
			3.3		 Payment Milestones
		 	7	  
			
	4.		 Overall Transition Approach.
		 	11	  
				
			4.1		 Transition Bundles
		 	11	  
			4.2		 Phases, and Waves
		 	12	  
			4.3		 Definitions of Bundles, Waves and Phases
		 	12	  
			
	5.		 Transition Governance.
		 	56	  
				
			5.1		 Transition Governance Roles
		 	56	  
			5.2		 Change Management
		 	59	  
			5.3		 Status Updates
		 	59	  
			5.4		 Transition Issue Escalation
		 	60	  
			5.5		 LS&Co Transition Governance Roles
		 	60	  
			
	6.		 Transition Meetings.
		 	61	  
				
			6.1		 Transition Meetings in General
		 	61	  
			6.2		 Executive Review Sessions
		 	62	  
			6.3		 Overall Transition Status Meetings
		 	62	  
			6.4		 Service Category Status Meetings
		 	63	  

  

			
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	1.	INTRODUCTION. 

  

	1.1	Purpose. This Exhibit sets out the approach and methodology that shall apply to the Transition Services. 

  

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

  

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

  

	 	(a)	“Bundle 1” has the meaning given in Section 4.1. 

  

	 	(b)	“Bundle 2” has the meaning given in Section 4.1. 

  

	 	(c)	“In-Flight Project” has the meaning given in Section 2.10. 

  

	 	(d)	“Knowledge Acquisition” has the meaning given in Section 2.4(c). 

  

	 	(e)	“Phase” has the meaning given in Section 4.2. 

  

	 	(f)	“Stabilization” has the meaning given in Section 2.4(g). 

  

	 	(g)	“Wave” has the meaning given in Section 4.2. 

  

	2.	TRANSITION. 

  

	2.1	Transition Methodology. Supplier shall utilize Supplier’s robust set of guidelines, activities, tasks, tools and industry practices related to the completion of the Transition Services. Supplier’s
transition methodology incorporates management elements such as a governance framework, services management, standard processes, a dedicated Transition Services management team, vigorous planning and tracking, and a communication plan tailored to
meet the needs of LS&Co. Supplier’s detailed transition methodology is included, and attached, as part of the Transition Plan. 

  

	2.2	Transition Plan. Supplier shall prepare the Transition Plan. The high level the Transition Plan is set forth in Attachment 8.1. Supplier shall, promptly after the Effective Date, revise and finalize
the Transition Plan for LS&Co.’s review, comment and approval; provided, that the final detailed Transition Plan shall be provided to LS&Co. no later than 10 business days prior to the commencement of Knowledge Acquisition. Supplier
shall cooperate and work closely with LS&Co. in finalizing the Transition Plan (including incorporating LS&Co.’s comments). Any subsequent changes to the Transition Plan shall be subject to the approval of the LS&Co. Governance
Executive. 

  

			
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	2.3	Requirements for Transition Plan. Supplier’s Transition Plan shall include: (a) a detailed breakdown of the technology, operations and capabilities being transitioned to Supplier; (b) a detailed
description of the Transition Services and responsibilities to be performed by Supplier in order for Supplier to properly complete the transition, which shall include a detailed schedule and work plan for all Transition Services to be completed in
connection with the transition, including the dates on which each such activity shall be completed; (c) a detailed description of the deliverables to be completed by Supplier, including the date on which each such transition deliverable is to
be provided to LS&Co.; (d) a detailed description of any tasks that LS&Co. is required to complete, and any resources that LS&Co. is required to provide, in connection with the Transition Services, provided that all such tasks,
obligations and resources shall be specifically identified and agreed to by LS&Co.; (e) a detailed list of Supplier Staff required to complete the Transition Services; (f) a detailed description of the potential risks associated with
the Transition Services and the risk mitigation strategies that shall be employed by Supplier to eliminate or minimize such risks (including technical and business risks); (g) a detailed project plan reflecting the tasks to be performed and the
dependencies related to the performance of the Transition Services; and (h) any other information and planning necessary to ensure that the transition takes place on schedule and without disruption to LS&Co.’s business or operations.

  

	2.4	Requirements for Transition Enablement. In addition to the requirements in Section 2.3, Supplier’s Transition Plan for each Wave shall address the following: 

 

	 	(a)	IT and Facility Setup. During the information technology and facility setup phase of Transition, Supplier is responsible for the following: 

 

	 	(i)	Develop a technical architecture diagram laying out all applications, tools, interfaces, and systems needed to support the process solution; 

 

	 	(ii)	Create detailed application requirements including needs for user IDs, e-mail IDs and access to systems and tools to support the process; 

 

	 	(iii)	Create and document technology and telephony details and plan; and 

  

	 	(iv)	Implement and test information connectivity and systems access. 

  

	 	(b)	Onboarding and Preparation. During the onboarding and preparation phase of Transition, Supplier is responsible for the following: 

 

	 	(i)	Review existing controls; 

  

	 	(ii)	Review existing processes; 

  

	 	(iii)	Identify Transition approach; 

  

	 	(iv)	Refine process documentation; 

  

	 	(v)	Plan the transition; 

  

			
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	 	(vi)	Recruit and train Transition staff; 

  

	 	(vii)	Review framework and develop process training; 

  

	 	(viii)	Develop knowledge transfer plan; 

  

	 	(ix)	Mobilize project; and 

  

	 	(x)	Set up additional office infrastructure and work space at Supplier’s delivery centers. 

  

	 	(c)	Knowledge Acquisition. During the knowledge acquisition phase of Transition (“Knowledge Acquisition”), Supplier is responsible for the following: 

 

	 	(i)	Staff inductions; 

  

	 	(ii)	Obtain knowledge from LS&Co. Agents; 

  

	 	(iii)	Develop Supplier and LS&Co. training material for training to be provided as part of Knowledge Transfer where the LS&Co. training refers to any training owing to process changes as a result of the Agreement;

  

	 	(iv)	Document detailed processes technical and functional knowledge; 

  

	 	(v)	Perform work shadowing; 

  

	 	(vi)	Update process documents; 

  

	 	(vii)	Attend sessions with incumbent suppliers facilitated by LS&Co.; 

  

	 	(viii)	Obtain knowledge of systems, including through walkthroughs conducted by LS&Co. Agents; and 

  

	 	(ix)	Each of LS&Co. and Supplier will work together to assess applicable Supplier Staff understanding of the applicable LS&Co. systems and processes, including through LS&Co. certification assessment and Supplier
performed playbacks. 

  

	 	(d)	Knowledge Transfer/Shadow Support. During the knowledge transfer (BPO)/shadow support (IT) phase of the Transition Period, Supplier is responsible for the following: 

 

	 	(i)	Conduct remaining delivery process training (BPO); 

  

	 	(ii)	Perform work shadow support for IT tracks; 

  

	 	(iii)	Reverse work shadowing of existing delivery center staff in new environment (BPO); and 

  

			
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	 	(iv)	Verify operational staff have been transferred and/or recruited to requirements in the Personnel Projection Matrix at each Service Location and are in place to ensure delivery of Services. 

 

	 	(e)	Service Proofing. During the service proofing phase of the Transition Period (ramp-up/primary support), Supplier is responsible for the following: 

 

	 	(i)	Incremental go-live of process with current Supplier Staff and LS&Co. staff supervision on site and support from LS&Co. 

  

	 	(f)	100% Go-Live. Upon reaching 100% go-live, Supplier will become responsible for the following: 

  

	 	(i)	100% scope performed from new delivery environment; and 

  

	 	(ii)	Continued support from Supplier Staff on site, with initial back-up from LS&Co. 

  

	 	(g)	Stabilization Period. During the stabilization period defined in the Transition Plan, Supplier is responsible for the following: 

 

	 	(i)	Monitor and measure operating performance by the transition team and service delivery managers and complete stabilization checklist; 

 

	 	(ii)	Sequentially, Supplier Staff replace LS&Co.’s employees and run the business independently; 

  

	 	(iii)	Create Disaster Recovery Plan based on future state design and the Business Impact Analysis; 

  

	 	(iv)	Complete Disaster Recovery Plan, including initial testing to be completed within 6 months of the Commencement Date. Provide written documentation of Disaster Recovery Plan results along with any failures and plan to
correct failures; 

  

	 	(v)	Document and review “Lessons Learned” for subsequent transition projects; 

  

	 	(vi)	Update project repository and close out for each transition; 

  

	 	(vii)	Maintain defect and transaction backlog at or below agreed-to levels; 

  

	 	(viii)	Define, put in place, and effectively operate governance processes. Put in place issue escalation process; and 

  

	 	(ix)	Close any remaining open items. 

 For purposes of this Exhibit 8, the activities
listed in this Section 2.4(g) will be collectively referred to as “Stabilization.” 

  

			
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	2.5	Risk Management and Risk Mitigation. Supplier shall manage risk related to the Transition Services, including: (a) developing, as part of the Transition Plan, a risk mitigation plan for LS&Co.’s
review, comment and approval; (b) developing, for LS&Co.’s approval, contingency plans for each identified risk, including detailing the specific tasks Supplier shall undertake to help avoid identified risks connected with the
Transition Services and to provide for rapid recovery in the event of the occurrence of a risk; (c) following the risk mitigation plan until all risk mitigation actions have been completed; and (d) proactively identifying, monitoring, and
managing any significant risks or issues in relation to the Transition Services. 

  

	2.6	Completion of Statements of Work and Service Level Definitions. The Statements of Work and the Service Level Definitions Documents included in the Agreement at the Effective Date reflect the Parties best efforts
to define the applicable Services and the Service Levels for those Service (and applicable Performance Targets and Service Level Credits). Despite the foregoing, the Parties have agreed that the Statements of Work and the Service Level Definitions
Documents will be further refined after the Effective Date and during the period of Knowledge Acquisition for the applicable Service Category to better reflect any adjustments required to reflect additional information obtained during that Knowledge
Acquisition. Accordingly, after the Effective Date the Parties shall work in good faith to finalize the Statements of Work and the Service Level Definitions Documents (and the associated Performance Targets and Service Level Credits) applicable to
each Service Category. The Parties shall take all reasonable efforts to seek to finalize each Statement of Work and the Service Level Definitions Document within 30 days of the completion of the Knowledge Acquisition for the applicable Service
Category. Despite the foregoing, the Parties agree that neither a Statement of Work nor a Service Level Definitions Document shall be amended without the mutual written agreement of both Parties. 

 

	2.7	Knowledge Capture and Cascade. Supplier shall be responsible for obtaining the necessary knowledge from LS&Co. and LS&Co. Agents in order to facilitate the smooth and orderly transition of
LS&Co.’s technology, operations and capabilities to Supplier. Without limiting the foregoing, Supplier shall: (a) obtain the relevant knowledge on LS&Co.’s system technology, operations and capabilities; (b) obtain the
relevant knowledge on LS&Co.’s environment and procedures; (c) develop operations support knowledge and documentation, including applicable input into the Operations Manual; (d) plan the knowledge capture; (e) complete the
knowledge capture; (f) perform any necessary job shadowing; and (g) complete the knowledge cascade. 

  

	2.8	 Training. Supplier shall, at its cost and expense, provide training for LS&Co. personnel in (a) the performance of the Services and
operation of the Systems and (b) the performance of the functions of the retained organization, including performance of any services that are not included as part of the Services, the interactions between Supplier and such personnel, and any
other aspects of the LS&Co. personnel’s job functions. Supplier shall facilitate such training at the times and places reasonably requested by LS&Co. and shall provide such materials as is necessary or desirable to assist with the
training and the ongoing retention of knowledge by the LS&Co. personnel. The 

  

			
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foregoing training shall be provided by Supplier with respect to all Services and with respect to all LS&Co. Service Locations. 

 

	2.9	LS&Co. Transition Responsibilities. The Parties shall determine in the Transition Plan the specific and identified tasks that LS&Co. or an LS&Co. Agent is required to complete, and may identify
resources that LS&Co. or an LS&Co. Agent is required to make available, in order to facilitate the Transition Services (which tasks and resources shall be specifically agreed to by LS&Co.). 

 

	2.10	Existing Projects. A list of projects that are ongoing or approved by LS&Co. as of the Effective Date is set forth on Attachment 8.2 (each, an “In-Flight Project” and,
collectively, the “In-Flight Projects”). Unless otherwise agreed to in Attachment 8.2 Supplier shall be entitled to charge additional amounts for Chargeable Project Support for such In-Flight Project in accordance with,
and using the Rates set forth in, Exhibit 4. The list of In-Flight Projects in Attachment 8.2 may be updated by agreement of the Parties. All In-Flight Projects shall be: (x) completed in accordance with
LS&Co.’s project management and development practices in place as of the Effective Date (as amended from time to time) and as may be made available to Supplier by LS&Co. from time to time; (y) completed by the date or dates
established in the schedule for the relevant In-Flight Project; and (z) subject to formal authorization by LS&Co. at milestones defined for the In-Flight Project (unless the Parties agree to different milestones for the applicable In-Flight
Project). Any In-Flight Projects performed by Supplier without such advance authorization shall be deemed part of the Services without incremental charge. During the Transition Period and at least 2 weeks prior to the Commencement Date, Supplier
shall complete a health check of all In-Flight Projects. The health check shall provide Supplier with a status update for planned Projects and detailed information regarding the Project status for current Projects and as a minimum shall include the
following: 

  

	 	(a)	The current phase of the Project and the phases remaining to completion as well as the nature of the services that have been, and still have to be, performed to complete the Project; 

 

	 	(b)	A list of LS&Co. Third Party Contractors, if any, supporting each In-Flight Project; 

  

	 	(c)	A list of all Deliverables completed for each In-Flight Project and the project phase, as defined by LS&Co.’s current Project management methodology; 

 

	 	(d)	Detailed information on the effort associated with each In-Flight Project, including the following for each In-Flight Project: (i) total projected hours; (ii) total hours expended to date; (iii) percent
of effort completed (compare estimated percent complete to actual percent complete); and (iv) estimated hours to completion; 

  

	 	(e)	A list of issues impacting the specific In-Flight Projects; and 

  

	 	(f)	A list of all risks, including the mitigation strategy, for all In-Flight Projects. 

  

			
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	2.11	Initial Process Improvement. The Parties have agreed that during the Transition Period, and as part of the Transition of the responsibility of the performance of the Services to Supplier, that Supplier shall
implement initial improvements and transformations to the Service Delivery Processes for each Service prior to applicable Commencement Date for that Service in order to achieve initial improvements to the efficiency and quality of the delivery of
the Services; provided that such improvements can be implemented as part of the Transition of the applicable Services; and provided further that that an improvement or transformation shall not be implemented without the prior approval of LS&Co.
if that improvement or transformation would require LS&Co. to alter its method of operation or the way in which LS&Co. conducts its business. 

  

	3.	MILESTONES AND COMPLETION DATES. 

  

	3.1	Completion of Transition Services. Supplier shall perform the Transition Services on or before the completion dates set forth in the Transition Plan. The Transition Services shall not be considered complete
until: (a) the final Transition Milestone has been accepted by the LS&Co. Governance Executive; (b) Supplier has provided, and the LS&Co. Governance Executive has accepted, the Operations Manual (including the resolution of any
comments or suggestions provided by LS&Co.); and (c) all required training has been completed for LS&Co. personnel. 

  

	3.2	Transition Milestones. The Transition Milestones shall be as set forth in the Transition Plan. Each Transition Milestone shall be designed with objective criteria to facilitate agreement by the Parties that
sufficient progress is being made on the Transition Plan. Accordingly, the Transition Plan shall include, for each Transition Milestone, a process and set of standards and agreed to acceptance criteria to which Supplier shall adhere in the
performance of the Transition Services and that shall enable LS&Co. to determine whether Supplier has successfully completed the Transition Services associated with each Transition Milestone. Achievement of a Transition Milestone shall be
subject to Supplier having met all of the criteria set forth in the Transition Plan and this Exhibit for that Transition Milestone. The Transition Plan shall specify the criticality of the Transition Milestone (all Transition Milestones shall be
deemed “critical” unless otherwise stated). All Transition Milestones shall be subject to acceptance or rejection by LS&Co. 

  

	3.3	Payment Milestones. Those Critical Transition Milestones which have an associated payment amount are set forth in this Section. All Transition Charges shall be due and payable in accordance the requirements with
Exhibit 4 and the Agreement. 

  

											
	 74
	  	 Wave
	  	 Country
	  	Onshore
Knowledge
Capture	  	Approval
for Service
Proofing	  	100%
Go-Live
	 Bundle 1, Phase 1 – LSA HR

	1	  	1	  	US, Canada	  	[****]*	  	[****]*	  	[****]*
	1	  	2	  	Brazil, Mexico	  	[****]*	  	[****]*	  	[****]*
	 Bundle 1, Phase 1 – LSA Finnce &
Payroll

  

			
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	 74
	  	 Wave
	  	 Country
	  	Onshore
Knowledge
Capture	  	Approval
for Service
Proofing	  	100%
Go-Live
	1	  	 1

(Finance)
	  	Eugene, Canada, Mexico	  	[****]*	  	[****]*	  	[****]*
	1	  	 2

(Finance)
	  	Eugene, Canada, Mexico	  	[****]*	  	[****]*	  	[****]*
	1	  	 1

(Payroll)
	  	US, Canada	  	[****]*	  	[****]*	  	[****]*
	1	  	 2

(Payroll)
	  	Brazil, Mexico	  	[****]*	  	[****]*	  	[****]*
	 Bundle 2, Phase 1 – LSA Finance

	2	  	 1

(Finance)
	  	Brazil & LATAM Licensing	  	[****]*	  	[****]*	  	[****]*
	2	  	 2

(Finance)
	  	Eugene, Canada, Mexico	  	[****]*	  	[****]*	  	[****]*
	2	  	 3

(Finance)
	  	Eugene, Canada, Mexico	  	[****]*	  	[****]*	  	[****]*
	 Bundle 1, Phase 1 - Global IT Applications

	1	  	1	  	Global (Corp & BI)	  	[****]*	  	[****]*	  	[****]*
	1	  	2	  	Global (Corp & BI – All Other; GSC)	  	[****]*	  	[****]*	  	[****]*
	1	  	2	  	US (GSC; Wholesale)	  	[****]*	  	[****]*	  	[****]*
	1	  	2	  	Canada (Corp & BI; GSC; Wholesale)	  	[****]*	  	[****]*	  	[****]*
	 Bundle 1, Phase 1 - Global IT Infrastructure

	1	  	1	  	Global (Common Services Transition)	  	[****]*	  	[****]*	  	[****]*
	1	  	1	  	US, Canada, Mexico, Brazil (Corporate & Retail Service Desk)	  	[****]*	  	[****]*	  	[****]*
	1	  	2	  	All LSA (Corporate Offices, Retail Stores)	  	[****]*	  	[****]*	  	[****]*
	1	  	3	  	Global (SOC)	  	[****]*	  	[****]*	  	[****]*
	1	  	4	  	Global (NOC)	  	[****]*	  	[****]*	  	[****]*
	1	  	5	  	Global (Enterprise Security)	  	[****]*	  	[****]*	  	[****]*
	 Bundle 1, Phase 1 – LSA Customer Service

	1	  	1	  	Eugene	  	[****]*	  	[****]*	  	[****]*
	1	  	2	  	Mexico	  	[****]*	  	[****]*	  	[****]*
	 Bundle 1, Phase 2 – AMA Human Resources

	1	  	1	  	Greater China (China, Taiwan, Hong Kong, Cambodia, Vietnam)	  	[****]*	  	[****]*	  	[****]*
	1	  	2	  	North Asia (Japan, Korea)	  	[****]*	  	[****]*	  	[****]*
	1	  	3	  	South Asia (India, Singapore, Pakistan, South Africa, Malaysia, Indonesia, Philippines, Bangladesh, ANZ)	  	[****]*	  	[****]*	  	[****]*
	 Bundle 1, Phase 2 - AMA Finance & Payroll

  

			
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	 74
	  	 Wave
	  	 Country
	  	Onshore
Knowledge
Capture	  	Approval
for Service
Proofing	  	100%
Go-Live
	1	  	 1

(Finance)
	  	Singapore	  	[****]*	  	[****]*	  	[****]*
	1	  	 2

(Finance)
	  	Greater China (China, Taiwan, Hong Kong, Cambodia, Vietnam)	  	[****]*	  	[****]*	  	[****]*
	1	  	 3

(Finance)
	  	Singapore	  	[****]*	  	[****]*	  	[****]*
	1	  	 4

(Finance)
	  	 AMA Affiliates
 Group 1 - Australia, New
Zealand, India, Indonesia, Malaysia, Pakistan, Philippines, Singapore, South Africa - includes TGC
 Group 2 - North Asia (Japan, Korea)
	  	[****]*	  	[****]*	  	[****]*
	1	  	 1

(Payroll)
	  	Greater China (China, Taiwan, Hong Kong, Cambodia, Vietnam)	  	[****]*	  	[****]*	  	[****]*
	1	  	 2

(Payroll)
	  	North Asia (Japan, Korea)	  	[****]*	  	[****]*	  	[****]*
	1	  	 3

(Payroll)
	  	South Asia (India, Singapore, Pakistan, South Africa, Malaysia, Indonesia, Philippines, Bangladesh, Australia, New Zealand)	  	[****]*	  	[****]*	  	[****]*
	2	  	 1

(Finance)
	  	Singapore (Cash Management)	  	[****]*	  	[****]*	  	[****]*
	2	  	 2

(Finance)
	  	Singapore (RTR)	  	[****]*	  	[****]*	  	[****]*
	 Bundle 1, Phase 2 – AMA IT Applications

	1	  	1	  	All AMA	  	[****]*	  	[****]*	  	[****]*
	 Bundle 1, Phase 2 – AMA IT Infrastructure

	1	  	1	  	All AMA	  	[****]*	  	[****]*	  	[****]*
	1	  	2	  	Singapore	  	[****]*	  	[****]*	  	[****]*
	1	  	3	  	China, Hong Kong	  	[****]*	  	[****]*	  	[****]*
	1	  	4	  	India	  	[****]*	  	[****]*	  	[****]*
	1	  	5	  	Rest of AMA - Remote	  	[****]*	  	[****]*	  	[****]*
	1	  	6	  	All AMA	  	[****]*	  	[****]*	  	[****]*
	 Bundle 1, Phase 2 – AMA Customer Service

	1	  	1	  	Australia, New Zealand, Swaziland, Namibia, Nigeria, Botswana, Kenya, Tanzania, Angola, Zambia, Mozambique, India, UAE, Qatar, Israel, Jordan, Monaco, Malta, Libya, Iraq, Egypt, Turkey, Pakistan	  	[****]*	  	[****]*	  	[****]*
	1	  	2	  	Greater China, North Asia	  	[****]*	  	[****]*	  	[****]*
	1	  	3	  	South East Asia	  	[****]*	  	[****]*	  	[****]*

  

			
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	 74
	  	 Wave
	  	 Country
	  	Onshore
Knowledge
Capture	  	Approval
for Service
Proofing	  	100%
Go-Live
	 Bundle 1, Phase 2 – AMA Consumer Relations

	1	  	1	  	Australia, New Zealand, Swaziland, Namibia, Nigeria, Botswana, Kenya, Tanzania, Angola, Zambia, Mozambique, India, UAE, Qatar, Israel, Jordan, Monaco, Malta, Libya, Iraq, Egypt, Turkey, India, Philippines	  	[****]*	  	[****]*	  	[****]*
	1	  	2	  	Greater China, North Asia, South East Asia	  	[****]*	  	[****]*	  	[****]*
	 Bundle 1, Phase 3 – LSE Human Resources

	1	  	1	  	UK, Ireland, Sweden, Denmark, Finland, Norway	  	[****]*	  	[****]*	  	[****]*
	1	  	2	  	Belgium, Netherlands, Germany, Austria, Switzerland	  	[****]*	  	[****]*	  	[****]*
	1	  	3	  	Portugal, Italy, Spain, Switzerland - LFA, France	  	[****]*	  	[****]*	  	[****]*
	1	  	4	  	Czech Republic, Poland, Hungary, Greece, Egypt, Turkey, Russia	  	[****]*	  	[****]*	  	[****]*
	 Bundle 1, Phase 3 – LSE Finance & Payroll

	1	  	 1

(Finance)
	  	 LSE Affiliates
 Group 1 (Belgium, Germany,
Switzerland, UK)
 Group 2 (France, Italy, Spain)
 Group 3
(Czech Republic, Greece, Hungary, Poland, Turkey)
	  	[****]*	  	[****]*	  	[****]*
	1	  	 1

(Payroll)
	  	UK, Ireland, Sweden, Denmark, Finland, Norway	  	[****]*	  	[****]*	  	[****]*
	1	  	 2

(Payroll)
	  	Belgium, Netherlands, Germany, Austria, Switzerland	  	[****]*	  	[****]*	  	[****]*
	1	  	 3

(Payroll)
	  	Portugal, Italy, Spain, Switzerland - LFA, France	  	[****]*	  	[****]*	  	[****]*
	1	  	 4

(Payroll)
	  	Czech Republic, Poland, Hungary, Greece, Egypt, Turkey, Russia	  	[****]*	  	[****]*	  	[****]*
	 Bundle 2, Phase 3 – LSE Finance

	2	  	 1

(Finance)
	  	Russia	  	[****]*	  	[****]*	  	[****]*
	2	  	 2

(Finance)
	  	LFA	  	[****]*	  	[****]*	  	[****]*
	 Bundle 1, Phase 3 – LSE IT Applications

	1	  	1	  	All LSE (Excludes Russia & LFA) (eCommerce - Hybris)	  	[****]*	  	[****]*	  	[****]*

  

			
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	 74
	  	 Wave
	  	 Country
	  	Onshore
Knowledge
Capture	  	Approval
for Service
Proofing	  	100%
Go-Live
	1	  	2	  	All LSE (Excludes Russia & LFA) (Retail and GSC)	  	[****]*	  	[****]*	  	[****]*
	 Bundle 1, Phase 3 – LSE IT Infrastructure

	1	  	1	  	All LSE (Corporate Service; Retail Service Desk)	  	[****]*	  	[****]*	  	[****]*
	1	  	2	  	All LSE (SOC)	  	[****]*	  	[****]*	  	[****]*
	1	  	3	  	Continental Europe	  	[****]*	  	[****]*	  	[****]*
	1	  	4	  	UK, France	  	[****]*	  	[****]*	  	[****]*
	1	  	5	  	Rest of LSE	  	[****]*	  	[****]*	  	[****]*
	 Bundle 1, Phase 3 – LSE Customer Service

	1	  	1	  	UK, Brussels, GAS	  	[****]*	  	[****]*	  	[****]*
	1	  	2	  	Poland, Albania, Bulgaria, Belarus, Estonia, Croatia, Lithuania, Latvia, Moldova, Romania, Slovenia, Ukraine, Czech Republic, Slovakia, Hungary, Greece, Cyprus, Turkey, France, Italy, Vatican, Spain, Andorra, Canarias, Portugal	  	[****]*	  	[****]*	  	[****]*
	 Bundle 1, Phase 3 – LSE Consumer Relations

	1	  	1	  	All LSE	  	[****]*	  	[****]*	  	[****]*

  

	4.	OVERALL TRANSITION APPROACH. 

  

	4.1	 Transition Bundles. The Services and associated Transition Services (as well as the applicable Transition Charges and Charges) are categorized
into two different Bundles. For those Services in the initial bundle, as the services in the initial bundle are more specifically identified in Section 4.3 (“Bundle 1”), the Transition Services are, subject to the terms
of the Agreement, to be performed on and from the Effective Date and in accordance with the Transition Plan and requirements set forth in this Exhibit 8. For Services in the subsequent bundle, as the services in the subsequent bundle are
more specifically identified in Section 4.3 (“Bundle 2”), the provision of any part of Bundle 2 shall first be subject to a determination by LS&Co. to obtain that part of Bundle 2, and Supplier shall not
assume the responsibility for either the Transition or the provision of such Services until such time as LS&Co. notifies Supplier of LS&Co.’s decision to proceed with that part of Bundle 2 (and accordingly no amount of the Charges,
Transition Charges or Supplier’s investment in Transition shall become due until after that decision). Any election of LS&Co. to proceed with a part of Bundle 2 shall be an election to proceed with the part of Bundle 2 specified by
LS&Co. in its election, and LS&Co. shall not be required to proceed with any other part of Bundle 2 not specified in the notice provided by LS&Co. There shall be no impact to the Transition Charges, except that Supplier shall be entitled
to request a Change to the Transition Charges with respect to a part of the Bundle 2 Services if such election is not made at least 2 weeks 

  

			
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prior to the applicable Commencement Date for that part of Bundle 2 Services (and provided that such delay is made at the convenience of LS&Co. and without regard to Supplier’s
performance of the Transition Services or solution or issues associated therewith). 

  

	4.2	Phases, and Waves. The transition approach for LS&Co. is comprised of a number of logical groupings of countries within a region (each a “Phase”), with each Phase being defined by the
following Regions: 

  

	 	(a)	LSA (The Americas, North and South); 

  

	 	(b)	LSE (All of Europe); and 

  

	 	(c)	AMA (Asia, the Middle East and Africa). 

 Each Phase is further broken down into a grouping of
Services within the specified Region (each a “Wave”); as each Wave is more specifically defined within the Transition Plan. Supplier shall be responsible for completing the Transition of each Phase and Wave in accordance with the
timelines specified in the Transition Plan. 
  

	4.3	Definitions of Bundles, Waves and Phases. The tables below set out the Bundles, the Phases and the Waves for each Service Category and the completion date for the applicable milestones. 

Bundle 1 Phase 1 (LSA - HR) 
  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	1	  	US, Canada	  	 •       Employee Relations

 

•       Leave Management

 

•       Recruitment

 

•       Offboarding

 

•       Benefits Administration

 

•       Employee Data Management / HRIS

  

							
	 	 	 Milestone
	  	 Acceptance Criteria
	  	 Completion Date

	1.	 	On-Shore Knowledge Capture	  	 •       Creation and LS&Co. signoff of draft procedures
manual
  

•       Creation and LS&Co. signoff of process maps
	  	[****]*
				
	2.	 	Approval for Service Proofing	  	 •       Completion and LS&Co. signoff of site readiness
assessment
  

•       Completion and LS&Co. signoff of go-live checklist
	  	[****]*

  

			
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	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion Date

		  		  	 •       Completion and LS&Co. signoff of IT readiness assessment
	  	
				
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope processes and work
volume from LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the process except for process support for stabilization
	  	[****]*

  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	2	  	Brazil, Mexico	  	 •       Employee Relations

 

•       Leave Management

 

•       Recruitment

 

•       Offboarding

 

•       Benefits Administration

 

•       Employee Data Management / HRIS

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion Date

	1.	  	On-Shore Knowledge Capture	  	 •       Creation and LS&Co. signoff of draft procedures
manual
  

•       Creation and LS&Co. signoff of process maps
	  	[****]*
				
	2.	  	Approval for Service Proofing	  	 •       Completion and LS&Co. signoff of site readiness
assessment
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope processes and work
volume from LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the process except for process support for stabilization
	  	[****]*

 Bundle 1 Phase 1 (LSA – Finance & Payroll) 

 

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	 1

(Finance)
	  	Eugene, Canada, Mexico	  	 •       Accounts Payable

 

•       Travel & Expense Processing

 

•       Technology and Master Data

 

•       Accounts Receivable

 

•       Indirect Procurement

  

			
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	 	  	 Milestone
	 	 Acceptance Criteria
	  	 Completion Date

	1.	  	On-Shore Knowledge Capture	 	 •       Creation and LS&Co. signoff of draft procedures
manual
  

•       Creation and LS&Co. signoff of process maps
	  	[****]*
				
	2.	  	Approval for Service Proofing	 	 •       Completion and LS&Co. signoff of site readiness
assessment
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	 	 •       Transfer of 100% of the in-scope processes and work
volume from LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the process except for process support for stabilization
	  	[****]*

  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	 2

(Finance)
	  	Eugene, Canada, Mexico	  	 •       General Accounting

 

•       Inventory Accounting

 

•       Internal Reporting

 

•       Treasury

  

							
	 	 	 Milestone
	  	 Acceptance Criteria
	  	 Completion Date

	1.	 	On-Shore Knowledge Capture	  	 •       Creation and LS&Co. signoff of draft procedures
manual
  

•       Creation and LS&Co. signoff of process maps
	  	[****]*
				
	2.	 	Approval for Service Proofing	  	 •       Completion and LS&Co. signoff of site readiness
assessment
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	 	100% Go-Live	  	 •       Transfer of 100% of the in-scope processes and work
volume from LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the process except for process support for stabilization
	  	[****]*

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 14

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	 1

(Payroll)
	  	US, Canada	  	 •       Payroll

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion Date

	1.	  	On-Shore Knowledge Capture	  	 •       Creation and LS&Co. signoff of draft procedures
manual
  

•       Creation and LS&Co. signoff of process maps
	  	[****]*
				
	2.	  	Approval for Service Proofing	  	 •       Completion and LS&Co. signoff of site readiness
assessment
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope processes and work
volume from LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the process except for process support for stabilization
	  	[****]*

  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	 2

(Payroll)
	  	Brazil, Mexico	  	 •       Payroll

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion Date

	1.	  	On-Shore Knowledge Capture	  	 •       Creation and LS&Co. signoff of draft procedures
manual
  

•       Creation and LS&Co. signoff of process maps
	  	[****]*
				
	2.	  	Approval for Service Proofing	  	 •       Completion and LS&Co. signoff of site readiness
assessment
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope processes
	  	[****]*

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 15

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion Date

		  		  	 and work volume from LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the process except for process support for stabilization
	  	

 Bundle 2 Phase 1 (LSA – Finance) 
  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	2	 	 1

(Finance)
	  	 •       Brazil & LATAM Licensing
	  	 •       Accounts Payable

 

•       Travel & Expense Processing

 

•       Accounts Receivable

 

•       General Accounting

 

•       Inventory Accounting

 

•       Treasury Transactions

 

•       Internal Reporting

 

•       Procurement Enablement

 

•       Technology and Master Data

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion Date

	1.	  	On-Shore Knowledge Capture	  	 •       Creation and LS&Co. signoff of draft procedures
manual
  

•       Creation and LS&Co. signoff of process maps
	  	[****]*
				
	2.	  	Approval for Service Proofing	  	 •       Completion and LS&Co. signoff of site readiness
assessment
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope processes and work
volume from LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the process except for process support for stabilization
	  	[****]*

  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	2	 	 2

(Finance)
	  	Eugene, Canada, Mexico	  	 •       Accounts Receivable

 

•       Cash Management

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 16

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

							
		 		  		  	(to be finalized during TA)

  

							
	 	 	 Milestone
	 	 Acceptance Criteria
	  	 Completion Date

	1.	 	On-Shore Knowledge Capture	 	 •       Creation and LS&Co. signoff of draft procedures
manual
  

•       Creation and LS&Co. signoff of process maps
	  	[****]*
				
	2.	 	Approval for Service Proofing	 	 •       Completion and LS&Co. signoff of site readiness
assessment
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	 	100% Go-Live	 	 •       Transfer of 100% of the in-scope processes and work
volume from LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the process except for process support for stabilization
	  	[****]*

  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	2	 	3	  	 •       Eugene, Canada, Mexico
	  	 •       Internal Reporting

 

•       Treasury

 

•       General Accounting

 

•       Inventory Accounting

 
 (to be finalized during TA)

  

							
	 	 	 Milestone
	 	 Acceptance Criteria
	  	 Completion Date

	1.	 	On-Shore Knowledge Capture	 	 •       Creation and LS&Co. signoff of draft procedures
manual
  

•       Creation and LS&Co. signoff of process maps
	  	[****]*
				
	2.	 	Approval for Service Proofing	 	 •       Completion and LS&Co. signoff of site readiness assessment
	  	[****]*

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 17

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 	 	 Milestone
	 	 Acceptance Criteria
	  	 Completion Date

		 		 	 •       Completion and LS&Co. signoff of go-live
checklist
  

•       Completion and LS&Co. signoff of IT readiness assessment
	  	
				
	3.	 	100% Go-Live	 	 •       Transfer of 100% of the in-scope processes and work
volume from LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the process except for process support for stabilization
	  	[****]*

 Bundle 1 Phase 1 (Global – IT Applications) 

 

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	1	  	Global	  	 •       Corp & BI (Hyperion Suite)

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion Date

	1.	  	On-Shore Knowledge Capture	  	 •       Sign-off of Knowledge Acquisition Phase (KAP) exit
criteria as mutually agreed during planning phase
  

•       Completion of draft system and maintenance technical document
(SMTD)
	  	[****]*
				
	2.	  	Approval for Service Proofing	  	 •       Sign-off of Supplier’s achievement of the
shadow support phase exit criteria
  

•       Creation and LS&Co signoff of draft procedures manual

 

•       Completion and LS&Co. signoff of site readiness assessment

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope activities and work
volume from LS&Co. to Supplier
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Elimination of work performance from LS&Co. agents who previously
performed the activities except for support for stabilization
	  	[****]*

  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 18

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	2	  	Global	  	 •       Corp & BI (all other)

 

•       Global Supply Chain

	 	  	  
 United States
	  	  

•       Global Supply Chain

 

•       Wholesale

	 	  	  
 Canada
	  	  

•       Corp & BI

 

•       Global Supply Chain

 

•       Wholesale

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge Capture	  	 •       Sign-off of Knowledge Acquisition Phase (KAP) exit
criteria as mutually agreed during planning phase
  

•       Completion of draft system and maintenance technical document
(SMTD)
	  	[****]*
				
	2.	  	Approval for Service Proofing	  	 •       Sign-off of Supplier’s achievement of the
shadow support phase exit criteria
  

•       Creation and LS&Co signoff of draft procedures manual

 

•       Completion and LS&Co. signoff of site readiness assessment

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope activities and work
volume from LS&Co. to Supplier
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Elimination of work performance from LS&Co. agents who previously
performed the activities except for support for stabilization
	  	[****]*

 Bundle 1 Phase 1 (Global - IT Infrastructure) 

 

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	1	  	Global	  	 •       Common Services Transition (Desktop Engineering, Collaboration, Active Directory
Management)

	 	  	  
 US, Canada, Mexico, Brazil
	  	  

•       Corporate and Retail Service Desk

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 19

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge Capture	  	 •       Sign-off of Knowledge Acquisition Phase (KAP) exit
criteria as mutually agreed during planning phase
  

•       Completion of draft system and maintenance technical document
(SMTD)
	  	[****]*
				
	2.	  	Approval for Service Proofing	  	 •       Sign-off of Supplier’s achievement of the
shadow support phase exit criteria
  

•       Creation and LS&Co signoff of draft procedures manual

 

•       Completion and LS&Co. signoff of site readiness assessment

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope activities and work
volume from LS&Co. to Supplier as agreed to in the exit criteria
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Elimination of work performance from LS&Co. agents who previously
performed the activities except for support for stabilization
	  	[****]*

  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	2	  	All LSA	  	 •       Corporate Offices, Retail Stores

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge Capture	  	 •       Sign-off of Knowledge Acquisition Phase (KAP) exit
criteria as mutually agreed during planning phase
  

•       Completion of draft system and maintenance technical document
(SMTD)
	  	[****]*
				
	2.	  	Approval for Service Proofing	  	 •       Sign-off of Supplier’s achievement of the
shadow support phase exit criteria
  

•       Creation and LS&Co signoff of draft procedures manual

 

•       Completion and LS&Co. signoff of site
	  	[****]*

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 20

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

		  		  	 readiness assessment
  

•       Completion and LS&Co. signoff of IT readiness assessment
	  	
				
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope activities and work
volume from LS&Co. to Supplier as agreed to in the Exit criteria
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Elimination of work performance from LS&Co. agents who previously
performed the activities except for support for stabilization
	  	[****]*

  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	3	  	All LSA	  	 •       Systems Operations Center

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge Capture	  	 •       Sign-off of Knowledge Acquisition Phase (KAP) exit
criteria as mutually agreed during planning phase
  

•       Completion of draft system and maintenance technical document
(SMTD)
	  	[****]*
				
	2.	  	Approval for Service Proofing	  	 •       Sign-off of Supplier’s achievement of the
shadow support phase exit criteria
  

•       Creation and LS&Co signoff of draft procedures manual

 

•       Completion and LS&Co. signoff of site readiness assessment

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope activities and work
volume from LS&Co. to Supplier as agreed to in the Exit criteria
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Elimination of work performance from
	  	[****]*

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 21

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

		  		  	 LS&Co. agents who previously performed the activities except for support for stabilization
	  	

  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	4	  	Global	  	 •       Network Operations Center (WAN Operations, Data Services, Voice Services, Network
Security)

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge Capture	  	 •       Sign-off of Knowledge Acquisition Phase (KAP) exit
criteria as mutually agreed during planning phase
  

•       Completion of draft system and maintenance technical document
(SMTD)
	  	[****]*
				
	2.	  	Approval for Service Proofing	  	 •       Sign-off of Supplier’s achievement of the
shadow support phase exit criteria
  

•       Creation and LS&Co signoff of draft procedures manual

 

•       Completion and LS&Co. signoff of site readiness assessment

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope activities and work
volume from LS&Co. to Supplier as agreed to in the Exit criteria
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Elimination of work performance from LS&Co. agents who previously
performed the activities except for support for stabilization
	  	[****]*

  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	5	  	Global	  	 •       Enterprise Security Services (SAP & GRC, Application Security, Data Security,
Infrastructure Security)

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 22

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge Capture	  	 •       Sign-off of Knowledge Acquisition Phase (KAP) exit
criteria as mutually agreed during planning phase
  

•       Completion of draft system and maintenance technical document
(SMTD)
	  	[****]*
				
	2.	  	Approval for Service Proofing	  	 •       Sign-off of Supplier’s achievement of the
shadow support phase exit criteria
  

•       Creation and LS&Co signoff of draft procedures manual

 

•       Completion and LS&Co. signoff of site readiness assessment

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope activities and work
volume from LS&Co. to Supplier as agreed to in the Exit criteria
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Elimination of work performance from LS&Co. agents who previously
performed the activities except for support for stabilization
	  	[****]*

 Bundle 1 Phase 1 (LSA – Customer Services) 

 

							
	 Bundle
	  	 Wave
	  	 Countries
	  	 Functions

	1	  	1	  	Eugene	  	 •       Order Management

 

•       Preliminary Order Processing (POP)

 

•       Dispute Management

 

•       Returns

 

•       Reporting

 

•       Other Customer Service Activities

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge Capture	  	 •       Creation and LS&Co. signoff of draft procedures
manual
  

•       Creation and LS&Co. signoff of
	  	[****]*

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 23

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

		  		  	 process maps
	  	
				
	2.	  	Approval for Service Proofing	  	 •       Completion and LS&Co. signoff of site readiness
assessment
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope processes and work
volume from LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the process except for process support for stabilization
	  	[****]*

  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	2	  	Mexico	  	 •       Order Management

 

•       Preliminary Order Processing (POP)

 

•       Dispute Management

 

•       Returns

 

•       Reporting

 

•       Other Customer Service Activities

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge Capture	  	 •       Creation and LS&Co. signoff of draft procedures
manual
  

•       Creation and LS&Co. signoff of process maps
	  	[****]*
				
	2.	  	Approval for Service Proofing	  	 •       Completion and LS&Co. signoff of site readiness
assessment
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope processes and work
volume from LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the process except for process support for stabilization
	  	[****]*

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 24

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

 Bundle 1 Phase 2 (AMA – HR) 

 

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	1	  	 •       Greater China (China, Taiwan, Hong Kong, Cambodia, Vietnam)
	  	 •       Employee Relations

 

•       Leave Management

 

•       Recruiting

 

•       Offboarding

 

•       Benefits Administration

 

•       Compensation Administration

 

•       Performance Management

 

•       Employee Data Management / HRIS

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge Capture	  	 •       Creation and LS&Co. signoff of draft procedures
manual
  

•       Creation and LS&Co. signoff of process maps
	  	[****]*
				
	2.	  	Approval for Service Proofing	  	 •       Completion and LS&Co. signoff of site readiness
assessment
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope processes and work
volume from LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the process except for process support for stabilization
	  	[****]*

  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	2	  	 •       North Asia (Japan, Korea)
	  	 •       Employee Relations

 

•       Leave Management

 

•       Recruiting

 

•       Offboarding

 

•       Benefits Administration

 

•       Compensation Administration

 

•       Performance Management

 

•       Employee Data Management / HRIS

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge	  	 •       Creation and LS&Co. signoff of draft procedures manual
	  	[****]*

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 25

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

		  	Capture	  	 •       Creation and LS&Co. signoff of process maps
	  	
				
	2.	  	Approval for Service Proofing	  	 •       Completion and LS&Co. signoff of site readiness
assessment
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope processes and work
volume from LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the process except for process support for stabilization
	  	[****]*

  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	3	  	 •       South Asia (India, Singapore, Pakistan, South Africa, Malaysia, Indonesia, Philippines,
Bangladesh, Australia, New Zealand
	  	 •       Employee Relations

 

•       Leave Management

 

•       Recruiting

 

•       Offboarding

 

•       Benefits Administration

 

•       Compensation Administration

 

•       Performance Management

 

•       Employee Data Management / HRIS

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge Capture	  	 •       Creation and LS&Co. signoff of draft procedures
manual
  

•       Creation and LS&Co. signoff of process maps
	  	[****]*
				
	2.	  	Approval for Service Proofing	  	 •       Completion and LS&Co. signoff of site readiness
assessment
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope processes and work
volume from LS&Co. to Supplier
  

•       Elimination of work performance from
	  	[****]*

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 26

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

		  		  	 LS&Co. agents who previously performed the process except for process support for stabilization
	  	

 Bundle 1 Phase 2 (AMA – Finance) 
  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	 1

(Finance)
	  	Singapore	  	 •    Accounts Payable

 
 •    Accounts
Receivable
  

•    Technology and Master data

 
 •    Fixed Assets

 
 •    All Quattro
scope

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge Capture	  	 •       Creation and LS&Co. signoff of draft procedures
manual
  

•       Creation and LS&Co. signoff of process maps
	  	[****]*
				
	2.	  	Approval for Service Proofing	  	 •       Completion and LS&Co. signoff of site readiness
assessment
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope processes and work
volume from LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the process except for process support for stabilization
	  	[****]*

  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	 2

(Finance)
	  	Greater China (China, Taiwan, Hong Kong, Vietnam, Cambodia)	  	 •    Accounts Payable

 
 •    Travel &
Expense Processing
  

•    Accounts Receivable

 
 •    General
Accounting
  

•    Inventory Accounting

 
 •    Treasury
Transactions
  

•    Internal Reporting

 
 •    Procurement
Enablement
  

•    Technology and Master Data

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 27

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	 On-Shore Knowledge Capture
  
	  	 •       Creation and LS&Co. signoff of draft procedures
manual
  

•       Creation and LS&Co. signoff of process maps

 
	  	[****]*
	2.	  	 Approval for Service Proofing
  
	  	 •       Completion and LS&Co. signoff of site readiness
assessment
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Completion and LS&Co. signoff of IT readiness assessment

 
	  	[****]*
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope processes and work
volume from LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the process except for process support for stabilization
	  	[****]*

  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	 3

(Finance)
	  	Singapore	  	 •    Direct Accounts Payable

 
 •    General
Accounting
  

•    Inventory Accounting

 
 •    Internal
Reporting

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	 On-Shore Knowledge Capture
  
	  	 •       Creation and LS&Co. signoff of draft procedures
manual
  

•       Creation and LS&Co. signoff of process maps

 
	  	[****]*
	2.	  	 Approval for Service Proofing
  
	  	 •       Completion and LS&Co. signoff of site readiness
assessment
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Completion and LS&Co. signoff of IT readiness assessment

 
	  	[****]*
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope processes and work
volume from LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who
previously
	  	[****]*

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 28

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

		  		  	 performed the process except for process support for stabilization
	  	

  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	 4

(Finance)
	  	 AMA Affiliates
  

•       Group 1 - ANZ, India, Indonesia, Malaysia, Pakistan, Philippines,
Singapore, South Africa – includes GTC
  

•       Group 2 - Japan, Korea
	  	 •    Accounts Payable

 
 •    Cash
Applications
  

•    Travel & Expense Processing

 
 •    Accounts
Receivable
  

•    General Accounting

 
 •    Inventory
Accounting
  

•    Internal Reporting

 
 •    Treasury

 
 •    Technology and
Master Data

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	 On-Shore Knowledge Capture
  
	  	 •       Creation and LS&Co. signoff of draft procedures
manual
  

•       Creation and LS&Co. signoff of process maps
	  	[****]*
	2.	  	 Approval for Service Proofing
  
	  	 •       Completion and LS&Co. signoff of site readiness
assessment
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope processes and work
volume from LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the process except for process support for stabilization
	  	[****]*

  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	 1

(Payroll)
	  	Greater China (China, Taiwan, Hong Kong, Cambodia, Vietnam)	  	 •    Payroll

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 29

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	 On-Shore Knowledge Capture
  
	  	 •       Creation and LS&Co. signoff of draft procedures
manual
  

•       Creation and LS&Co. signoff of process maps

 
	  	[****]*
	2.	  	 Approval for Service Proofing
  
	  	 •       Completion and LS&Co. signoff of site readiness
assessment
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Completion and LS&Co. signoff of IT readiness assessment

 
	  	[****]*
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope processes and work
volume from LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the process except for process support for stabilization
	  	[****]*

  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	 2

(Payroll)
	  	North Asia (Japan, Korea)	  	 •    Payroll

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	 On-Shore Knowledge Capture
  
	  	 •       Creation and LS&Co. signoff of draft procedures
manual
  

•       Creation and LS&Co. signoff of process maps

 
	  	[****]*
	2.	  	 Approval for Service Proofing
  
	  	 •       Completion and LS&Co. signoff of site readiness
assessment
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Completion and LS&Co. signoff of IT readiness assessment

 
	  	[****]*
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope processes and work
volume from LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the process except for process support for stabilization
	  	[****]*

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 30

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	 3

(Payroll)
	  	South Asia (India, Singapore, Pakistan, South Africa, Malaysia, Indonesia, Philippines, Bangladesh, Australia, New Zealand)	  	 •    Payroll

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	 On-Shore Knowledge Capture
  
	  	 •       Creation and LS&Co. signoff of draft procedures
manual
  

•       Creation and LS&Co. signoff of process maps

 
	  	[****]*
	2.	  	 Approval for Service Proofing
  
	  	 •       Completion and LS&Co. signoff of site readiness
assessment
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Completion and LS&Co. signoff of IT readiness assessment

 
	  	[****]*
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope processes and work
volume from LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the process except for process support for stabilization
	  	[****]*

 Bundle 2 Phase 2 (AMA – Finance) 
  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	2	 	 1

(Finance)
	  	Singapore	  	 •    Cash Management

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge Capture	  	 •       Creation and LS&Co. signoff of draft procedures
manual
  

•       Creation and LS&Co. signoff of
	  	[****]*

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 31

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

		  		  	 process maps
  
	  	
	2.	  	 Approval for Service Proofing
  
	  	 •       Completion and LS&Co. signoff of site readiness
assessment
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Completion and LS&Co. signoff of IT readiness assessment

 
	  	[****]*
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope processes and work
volume from LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the process except for process support for stabilization
	  	[****]*

  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	2	 	 2

(Finance)
	  	Singapore	  	 •    Internal Reporting

 
 •    Treasury
Transactions
  

•    General Accounting

 
 •    Inventory
Accounting
  
 (to be finalized during TA)

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	 On-Shore Knowledge Capture
  
	  	 •       Creation and LS&Co. signoff of draft procedures
manual
  

•       Creation and LS&Co. signoff of process maps

 
	  	[****]*
	2.	  	 Approval for Service Proofing
  
	  	 •       Completion and LS&Co. signoff of site readiness
assessment
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Completion and LS&Co. signoff of IT readiness assessment

 
	  	[****]*
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope processes and work
volume from LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the process except for process support for stabilization
	  	[****]*

 Bundle 1 Phase 2 (AMA - IT Applications) 

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 32

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	1	  	All AMA	  	 •       Corp & BI

 

•       eCommerce

 

•       Global Supply Chain

 

•       Retail

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	 On-Shore Knowledge Capture
  
	  	 •       Sign-off of Knowledge Acquisition Phase (KAP) exit
criteria as mutually agreed during planning phase
  

•       Completion of draft system maintenance and technical document
(SMTD)
  
	  	[****]*
	2.	  	 Approval for Service Proofing
  
	  	 •       Sign-off of shadow support phase exit criteria as
mutually agreed during planning phase
  

•       Creation and LS&Co. signoff of draft procedures manual

 

•       Completion and LS&Co. signoff of site readiness assessment

 

•       Completion and LS&Co. signoff of IT readiness assessment

 
	  	[****]*
	3.	  	100% Go-Live	  	 •       Completion and LS&Co. signoff of go-live
checklist
  

•       Transfer of 100% of the in-scope activities and work volume from
LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the activities except for support for stabilization
	  	[****]*

 Bundle 1 Phase 2 (AMA - IT Infrastructure) 
  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	1	  	All AMA	  	 •       Corporate and Retail Service Desk

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge	  	 •       Sign-off of Knowledge Acquisition Phase (KAP) exit criteria as mutually
	  	[****]*

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 33

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

		  	 Capture
  
	  	 agreed during planning phase
  

•       Completion of the draft system and maintenance technical Document
(SMTD)
  
	  	
	2.	  	 Approval for Service Proofing
  
	  	 •       Sign-off of shadow support phase exit criteria as
mutually agreed during planning phase
  

•       Creation and LS&Co. signoff of draft procedures manual

 

•       Completion and LS&Co. signoff of site readiness assessment

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •       Completion and LS&Co. signoff of go-live
checklist
  

•       Transfer of 100% of the in-scope activities and work volume from
LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the activities except for support for stabilization
	  	[****]*

  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	2	  	Singapore	  	 •       Corporate Offices

 

•       Retail Stores

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	 On-Shore Knowledge Capture
  
	  	 •       Sign-off of Knowledge Acquisition Phase (KAP) exit
criteria as mutually agreed during planning phase
  

•       Completion of the draft system and maintenance technical Document
(SMTD)
  
	  	[****]*
	2.	  	Approval for Service Proofing	  	 •       Sign-off of shadow support phase exit criteria as
mutually agreed during planning phase
  

•       Creation and LS&Co. signoff of draft procedures manual

 

•       Completion and LS&Co. signoff of site readiness
assessment
	  	[****]*

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 34

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

									
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date
	 
	 	  	 	  	 •       Completion and LS&Co. signoff of IT readiness assessment 
	  	 	 
	 3.
	  	 100% Go-Live
	  	 •       Completion and LS&Co. signoff of go-live
checklist
  

•       Transfer of 100% of the in-scope activities and work volume from
LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the activities except for support for stabilization
	  	 	[****]*	  

  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	3	  	China, Hong Kong	  	 •       Corporate Offices

 

•       Retail Stores

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	 On-Shore Knowledge Capture
  
	  	 •       Sign-off of Knowledge Acquisition Phase (KAP) exit
criteria as mutually agreed during planning phase
  

•       Completion of the draft system and maintenance technical Document
(SMTD)
  
	  	[****]*
	2.	  	 Approval for Service Proofing
  
	  	 •       Sign-off of shadow support phase exit criteria as
mutually agreed during planning phase
  

•       Creation and LS&Co. signoff of draft procedures manual

 

•       Completion and LS&Co. signoff of site readiness assessment

 

•       Completion and LS&Co. signoff of IT readiness assessment

 
	  	[****]*
	3.	  	100% Go-Live	  	 •       Completion and LS&Co. signoff of go-live
checklist
  

•       Transfer of 100% of the in-scope activities and work volume from
LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the activities except for
	  	[****]*

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 35

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

		  		  	 support for stabilization
	  	

  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	4	  	India	  	 •       Corporate Offices

 

•       Retail Stores

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	 On-Shore Knowledge Capture
  
	  	 •       Sign-off of Knowledge Acquisition Phase (KAP) exit
criteria as mutually agreed during planning phase
  

•       Completion of the draft system and maintenance technical Document
(SMTD)
  
	  	[****]*
	2.	  	 Approval for Service Proofing
  
	  	 •       Sign-off of shadow support phase exit criteria as
mutually agreed during planning phase
  

•       Creation and LS&Co. signoff of draft procedures manual

 

•       Completion and LS&Co. signoff of site readiness assessment

 

•       Completion and LS&Co. signoff of IT readiness assessment

 
	  	[****]*
	3.	  	100% Go-Live	  	 •       Completion and LS&Co. signoff of go-live
checklist
  

•       Transfer of 100% of the in-scope activities and work volume from
LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the activities except for support for stabilization
	  	[****]*

  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	5	  	Rest of AMA - Remote	  	 •       Corporate Offices

 

•       Retail Stores

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore	  	 •       Sign-off of Knowledge Acquisition
	  	[****]*

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 36

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

		  	 Knowledge Capture
  
	  	 Phase (KAP) exit criteria as mutually agreed during planning phase

 

•       Completion of the draft system and maintenance technical Document
(SMTD)
  
	  	
	2.	  	 Approval for Service Proofing
  
	  	 •       Sign-off of shadow support phase exit criteria as
mutually agreed during planning phase
  

•       Creation and LS&Co. signoff of draft procedures manual

 

•       Completion and LS&Co. signoff of site readiness assessment

 

•       Completion and LS&Co. signoff of IT readiness assessment

 
	  	[****]*
	3.	  	100% Go-Live	  	 •       Completion and LS&Co. signoff of go-live
checklist
  

•       Transfer of 100% of the in-scope activities and work volume from
LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the activities except for support for stabilization
	  	[****]*

  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	6	  	All AMA	  	 •       System Operations Center

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	 On-Shore Knowledge Capture
  
	  	 •       Sign-off of Knowledge Acquisition Phase (KAP) exit
criteria as mutually agreed during planning phase
  

•       Completion of the draft system and maintenance technical document
(SMTD)
  
	  	[****]*
	2.	  	Approval for Service Proofing	  	 •       Sign-off of shadow support phase exit criteria as
mutually agreed during planning phase
  

•       Creation and LS&Co. signoff of draft

 
	  	[****]*

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 37

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

		  		  	 procedures manual
  

•       Completion and LS&Co. signoff of site readiness assessment

 

•       Completion and LS&Co. signoff of IT readiness assessment

 
	  	
	 3.
	  	 100% Go-Live
	  	 •       Completion and LS&Co. signoff of go-live
checklist
  

•       Transfer of 100% of the in-scope activities and work volume from
LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the activities except for support for stabilization
	  	[****]*

 Bundle 1 Phase 2 (AMA - Customer Service) 
  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	1	  	Australia, New Zealand, Swaziland, Namibia, Nigeria, Botswana, Kenya, Tanzania, Angola, Zambia, Mozambique, India, UAE, Qatar, Israel, Jordan, Monaco, Malta, Libya, Iraq, Egypt, Turkey, Pakistan	  	 •       Order Management

 

•       Preliminary Order Processing (POP)

 

•       Dispute Management

 

•       Returns

 

•       Reporting

 

•       Other Customer Service Activities

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	 On-Shore Knowledge Capture
  
	  	 •       Creation and LS&Co. signoff of draft procedures
manual
  

•       Creation and LS&Co. signoff of process maps

 
	  	[****]*
				
	2.	  	 Approval for Service Proofing
  
	  	 •       Completion and LS&Co. signoff of site readiness
assessment
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Completion and LS&Co. signoff of IT readiness assessment

 
	  	[****]*
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope processes and work volume from
	  	[****]*

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 38

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

		  		  	 LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the process except for process support for stabilization
	  	

  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	2	  	Greater China, North Asia	  	 •       Order Management

 

•       Preliminary Order Processing (POP)

 

•       Dispute Management

 

•       Returns

 

•       Reporting

 

•       Other Customer Service Activities

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge Capture	  	 •       Creation and LS&Co. signoff of draft procedures
manual
  

•       Creation and LS&Co. signoff of process maps
	  	[****]*
				
	2.	  	Approval for Service Proofing	  	 •       Completion and LS&Co. signoff of site readiness
assessment
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope processes and work
volume from LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the process except for process support for stabilization
	  	[****]*

  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	3	  	South East Asia	  	 •       Order Management

 

•       Preliminary Order Processing (POP)

 

•       Dispute Management

 

•       Returns

 

•       Reporting

 

•       Other Customer Service Activities

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 39

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge Capture	  	 •       Creation and LS&Co. signoff of draft procedures
manual
  

•       Creation and LS&Co. signoff of process maps
	  	[****]*
				
	2.	  	 Approval for
 Service Proofing
	  	 •       Completion and LS&Co. signoff of site readiness
assessment
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope processes and work
volume from LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the process except for process support for stabilization
	  	[****]*

 Bundle 1 Phase 2 (AMA - Consumer Relations) 
  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	1	  	Australia, New Zealand, Swaziland, Namibia, Nigeria, Botswana, Angola, Kenya, Tanzania, Zambia, Mozambique, UAE, Qatar, Israel, Jordan, Monaco, Malta, Libya, Iraq, Egypt, Turkey, India, Philippines	  	 •       Contact Handling & Resolution

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge Capture	  	 •       Creation and LS&Co. signoff of draft
procedures manual
  

•       Creation and LS&Co. signoff of process maps
	  	[****]*
				
	2.	  	Approval for Service Proofing	  	 •       Completion and LS&Co. signoff of site
readiness assessment
  

•       Completion and LS&Co. signoff of go-live checklist
	  	[****]*

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 40

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

		  		  	 •       Completion and LS&Co. signoff of IT readiness assessment
	  	
				
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope processes and work
volume from LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the process except for process support for stabilization
	  	[****]*

  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	2	  	Greater China, North Asia, South East Asia	  	 •    Contact Handling & Resolution

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge Capture	  	 •       Creation and LS&Co. signoff of draft procedures
manual
  

•       Creation and LS&Co. signoff of process maps
	  	[****]*
				
	2.	  	Approval for Service Proofing	  	 •       Completion and LS&Co. signoff of site readiness
assessment
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope processes and work
volume from LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the process except for process support for stabilization
	  	[****]*

 Bundle 1 Phase 3 (LSE – HR) 
  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	1	  	UK, Ireland, Sweden, Denmark, Finland, Norway	  	 •       Employee Relations

 

•       Leave Management

 

•       Recruitment

 

•       Offboarding

 

•       Benefits
Administration

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 41

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 	 	 	 	 	  	•       Compensation Administration
				
		 		 		  	 •       Performance Management

				
		 		 		  	 •       Employee Data Management / HRIS

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge Capture	  	 •       Creation and LS&Co. signoff of draft procedures
manual
  

•       Creation and LS&Co. signoff of process maps
	  	[****]*
				
	2.	  	Approval for Service Proofing	  	 •       Completion and LS&Co. signoff of site readiness
assessment
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope processes and work
volume from LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the process except for process support for stabilization
	  	[****]*

  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	2	  	Belgium, Netherlands, Germany, Austria, Switzerland	  	 •       Employee Relations

 

•       Leave Management

 

•       Recruitment

 

•       Offboarding

 

•       Benefits Administration

 

•       Compensation Administration

 

•       Performance Management

 

•       Employee Data Management / HRIS

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge Capture	  	 •       Creation and LS&Co. signoff of draft procedures
manual
  

•       Creation and LS&Co. signoff of process maps
	  	[****]*
				
	2.	  	Approval for Service Proofing	  	 •       Completion and LS&Co. signoff of site readiness
assessment
  

•       Completion and LS&Co. signoff of go-
	  	[****]*

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 42

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

		  		  	 live checklist
  

•       Completion and LS&Co. signoff of IT readiness assessment
	  	
				
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope processes and work
volume from LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the process except for process support for stabilization
	  	[****]*

  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	3	  	Portugal, Italy, Spain, Switzerland - LFA, France	  	 •       Employee Relations

 

•       Leave Management

 

•       Recruitment

 

•       Offboarding

 

•       Benefits Administration

 

•       Compensation Administration

 

•       Performance Management

 

•       Employee Data Management / HRIS

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge Capture	  	 •       Creation and LS&Co. signoff of draft procedures
manual
  

•       Creation and LS&Co. signoff of process maps
	  	[****]*
				
	2.	  	Approval for Service Proofing	  	 •       Completion and LS&Co. signoff of site readiness
assessment
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope processes and work
volume from LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the process except for process support for stabilization
	  	[****]*

  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 43

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

							
	1	 	4	  	Czech Republic, Poland, Hungary, Greece, Egypt, Turkey, Russia	  	 •       Employee Relations

 

•       Leave Management

 

•       Recruitment

 

•       Offboarding

 

•       Benefits Administration

 

•       Compensation Administration

 

•       Performance Management

 

•       Employee Data Management / HRIS

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge Capture	  	 •       Creation and LS&Co. signoff of draft procedures
manual
  

•       Creation and LS&Co. signoff of process maps
	  	[****]*
				
	2.	  	Approval for Service Proofing	  	 •       Completion and LS&Co. signoff of site readiness
assessment
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope processes and work
volume from LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the process except for process support for stabilization
	  	[****]*

 Bundle 1 Phase 3 (LSE – Finance & Payroll) 

 

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	 1

(Finance)
	  	 LSE Affiliates
  

•       Group 1 – Belgium, Germany, Switzerland, UK

 

•       Group 2 – France, Italy, Spain

 

•       Group 3 – Czech Republic, Greece, Hungary, Poland,
Turkey
	  	 •    Accounts Payable

 
 •    Travel &
Expense Processing
  

•    Accounts Receivable

 
 •    General
Accounting
  

•    Inventory Accounting

 
 •    Treasury
Transactions
  

•    Internal Reporting

 
 •    Procurement
Enablement
  

•    Technology and Master Data

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 44

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge Capture	  	 •       Creation and LS&Co. signoff of draft procedures
manual
  

•       Creation and LS&Co. signoff of process maps
	  	[****]*
				
	2.	  	Approval for Service Proofing	  	 •       Completion and LS&Co. signoff of site readiness
assessment
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope processes and work
volume from LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the process except for process support for stabilization
	  	[****]*

  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	 1

(Payroll)
	  	UK, Ireland, Sweden, Denmark, Finland, Norway	  	 •    Payroll

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge Capture	  	 •       Creation and LS&Co. signoff of draft procedures
manual
  

•       Creation and LS&Co. signoff of process maps
	  	[****]*
				
	2.	  	Approval for Service Proofing	  	 •       Completion and LS&Co. signoff of site readiness
assessment
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope processes and work
volume from LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the process except for process support for stabilization
	  	[****]*

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 45

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	 2

(Payroll)
	  	Belgium, Netherlands, Germany, Austria, Switzerland	  	 •    Payroll

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge Capture	  	 •       Creation and LS&Co. signoff of draft procedures
manual
  

•       Creation and LS&Co. signoff of process maps
	  	[****]*
				
	2.	  	Approval for Service Proofing	  	 •       Completion and LS&Co. signoff of site readiness
assessment
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope processes and work
volume from LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the process except for process support for stabilization
	  	[****]*

  

							
	 Bundle
	  	 Wave
	  	 Countries
	  	 Functions

	1	  	 3

(Payroll)
	  	Portugal, Italy, Spain, Switzerland - LFA, France	  	 •    Payroll

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge Capture	  	 •       Creation and LS&Co. signoff of draft procedures
manual
  

•       Creation and LS&Co. signoff of process maps
	  	[****]*
				
	2.	  	Approval for Service Proofing	  	 •       Completion and LS&Co. signoff of site readiness
assessment
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope processes and work volume from
	  	[****]*

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 46

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

		  		  	 LS&Co. to Supplier
	  	
				
		  		  	 •       Elimination of work performance from LS&Co. agents who previously performed the
process except for process support for stabilization
	  	

  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	 4

(Payroll)
	  	Czech Republic, Poland, Hungary, Greece, Egypt, Turkey, Russia	  	 •    Payroll

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge Capture	  	 •       Creation and LS&Co. signoff of draft procedures
manual
  

•       Creation and LS&Co. signoff of process maps
	  	[****]*
				
	2.	  	Approval for Service Proofing	  	 •       Completion and LS&Co. signoff of site readiness
assessment
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope processes and work
volume from LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the process except for process support for stabilization
	  	[****]*

 Bundle 2 Phase 3 (LSE – Finance) 
  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	2	 	 1

(Finance)
	  	Russia	  	 •    All Processes

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 47

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge Capture	  	 •       Creation and LS&Co. signoff of draft procedures
manual
  

•       Creation and LS&Co. signoff of process maps
	  	[****]*
				
	2.	  	Approval for Service Proofing	  	 •       Completion and LS&Co. signoff of site readiness
assessment
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope processes and work
volume from LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the process except for process support for stabilization
	  	[****]*

  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	2	 	 2

(Finance)
	  	LFA	  	 •    All Processes

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	4.	  	On-Shore Knowledge Capture	  	 •       Creation and LS&Co. signoff of draft procedures
manual
  

•       Creation and LS&Co. signoff of process maps
	  	[****]*
				
	5.	  	Approval for Service Proofing	  	 •       Completion and LS&Co. signoff of site readiness
assessment
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	6.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope processes and work
volume from LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the process except for process support for stabilization
	  	[****]*

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 48

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

 Bundle 1 Phase 3 (LSE - IT Applications) 

 

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	1	  	 All LSE
 (Excludes Russia & LFA)
	  	 •    eCommerce (Hybris)

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge Capture	  	 •       Sign-off of Knowledge Acquisition Phase (KAP) exit
criteria as mutually agreed during planning phase
  

•       Completion of the draft system and maintenance technical Document
(SMTD)
	  	[****]*
				
	2.	  	Approval for Service Proofing	  	 •       Sign-off of shadow support phase exit criteria as
mutually agreed during planning phase
  

•       Creation and LS&Co. signoff of draft procedures manual

 

•       Completion and LS&Co. signoff of site readiness assessment

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •       Completion and LS&Co. signoff of go-live
checklist
  

•       Transfer of 100% of the in-scope activities and work volume from
LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the activities except for support for stabilization
	  	[****]*

  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	2	  	All LSE (Excludes Russia and LFA)	  	 •    Retail

 
 •    Global Supply
Chain

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 49

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge Capture	  	 •       Sign-off of Knowledge Acquisition Phase (KAP) exit
criteria as mutually agreed during planning phase
  

•       Completion of the draft system and maintenance technical Document
(SMTD)
	  	[****]*
				
	2.	  	Approval for Service Proofing	  	 •       Sign-off of shadow support phase exit criteria as
mutually agreed during planning phase
  

•       Creation and LS&Co. signoff of draft procedures manual

 

•       Completion and LS&Co. signoff of site readiness assessment

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •       Completion and LS&Co. signoff of go-live
checklist
  

•       Transfer of 100% of the in-scope activities and work volume from
LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the activities except for support for stabilization
	  	[****]*

 Bundle 1 Phase 3 (LSE - IT Infrastructure) 
  

							
	 Bundle
	  	 Wave
	  	 Countries
	  	 Functions

	1	  	1	  	All LSE	  	 •    Corporate Service

 
 •    Retail Service
Desk

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge Capture	  	 •       Sign-off of Knowledge Acquisition Phase (KAP) exit
criteria as mutually agreed during planning phase
  

•       Completion of the draft system and maintenance technical Document
(SMTD)
	  	[****]*
				
	2.	  	Approval for Service Proofing	  	 •       Sign-off of shadow support phase exit criteria as
mutually agreed during planning phase
  

•       Creation and LS&Co. signoff of draft
	  	[****]*

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 50

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

		  		  	 procedures manual
  

•       Completion and LS&Co. signoff of site readiness assessment

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	
				
	3.	  	100% Go-Live	  	 •       Completion and LS&Co. signoff of go-live
checklist
  

•       Transfer of 100% of the in-scope activities and work volume from
LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the activities except for support for stabilization
	  	[****]*

  

							
	 Bundle
	  	 Wave
	  	 Countries
	  	 Functions

	1	  	2	  	All LSE	  	 •    System Operation Center

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge Capture 	  	 •       Sign-off of Knowledge Acquisition Phase (KAP) exit
criteria as mutually agreed during planning phase
  

•       Completion of the draft system and maintenance technical Document
(SMTD)
	  	[****]*
				
	2.	  	Approval for Service Proofing	  	 •       Sign-off of shadow support phase exit criteria as
mutually agreed during planning phase
  

•       Creation and LS&Co. signoff of draft procedures manual

 

•       Completion and LS&Co. signoff of site readiness assessment

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •       Completion and LS&Co. signoff of go-live
checklist
  

•       Transfer of 100% of the in-scope activities and work volume from
LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the activities except for
	  	[****]*

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 51

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

		  		  	 support for stabilization
	  	

  

							
	 Bundle
	  	 Wave
	  	 Countries
	  	 Functions

	1	  	3	  	Continental Europe	  	 •    Corporate Offices

 
 •    Retail
Stores

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge Capture	  	 •       Sign-off of Knowledge Acquisition Phase (KAP) exit
criteria as mutually agreed during planning phase
  

•       Completion of the draft system and maintenance technical Document
(SMTD)
	  	[****]*
				
	2.	  	Approval for Service Proofing	  	 •       Sign-off of shadow support phase exit criteria as
mutually agreed during planning phase
  

•       Creation and LS&Co. signoff of draft procedures manual

 

•       Completion and LS&Co. signoff of site readiness assessment

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •       Completion and LS&Co. signoff of go-live
checklist
  

•       Transfer of 100% of the in-scope activities and work volume from
LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the activities except for support for stabilization
	  	[****]*

  

							
	 Bundle
	  	 Wave
	  	 Countries
	  	 Functions

	1	  	4	  	UK and France	  	 •    Corporate Offices

 
 •    Retail
Stores

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	4.	  	On-Shore Knowledge	  	 •       Sign-off of Knowledge Acquisition Phase (KAP) exit criteria as mutually
	  	[****]*

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 52

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

		  	Capture	  	 agreed during planning phase
  

•       Completion of the draft system and maintenance technical Document
(SMTD)
	  	
				
	5.	  	Approval for Service Proofing	  	 •       Sign-off of shadow support phase exit criteria as
mutually agreed during planning phase
  

•       Creation and LS&Co. signoff of draft procedures manual

 

•       Completion and LS&Co. signoff of site readiness assessment

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	6.	  	100% Go-Live	  	 •       Completion and LS&Co. signoff of go-live
checklist
  

•       Transfer of 100% of the in-scope activities and work volume from
LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the activities except for support for stabilization
	  	[****]*

  

							
	 Bundle
	  	 Wave
	  	 Countries
	  	 Functions

	1	  	5	  	Rest of LSE	  	 •    Corporate Offices

 
 •    Retail
Stores

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	7.	  	On-Shore Knowledge Capture	  	 •       Sign-off of Knowledge Acquisition Phase (KAP) exit
criteria as mutually agreed during planning phase
  

•       Completion of the draft system and maintenance technical Document
(SMTD)
	  	[****]*
				
	8.	  	Approval for Service Proofing	  	 •       Sign-off of shadow support phase exit criteria as
mutually agreed during planning phase
  

•       Creation and LS&Co. signoff of draft procedures manual

 

•       Completion and LS&Co. signoff of site readiness assessment

 

•       Completion and LS&Co. signoff of IT
	  	[****]*

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 53

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

		  		  	 readiness assessment
	  	
	9.	  	100% Go-Live	  	  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Transfer of 100% of the in-scope activities and work volume from
LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the activities except for support for stabilization
	  	[****]*

 Bundle 1 Phase 3 (LSE - Customer Service) 
  

							
	 Bundle
	  	 Wave
	  	 Countries
	  	 Functions

	1	  	1	  	UK, Brussels, GAS	  	 •    Order Management

 
 •    Preliminary Order
Processing (POP)
  

•    Dispute Management

 
 •    Returns

 
 •    Reporting

 
 •    Accounts
Receivable

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge Capture	  	 •       Creation and LS&Co. signoff of draft procedures
manual
  

•       Creation and LS&Co. signoff of process maps
	  	[****]*
				
	2.	  	Approval for Service Proofing	  	 •       Completion and LS&Co. signoff of site readiness
assessment
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope processes and work
volume from LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the process except for process support for stabilization
	  	[****]*

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 54

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	2	  	Poland, Albania, Bulgaria, Belarus, Estonia, Croatia, Lithuania, Latvia, Moldova, Romania, Slovenia, Ukraine, Czech Republic, Slovakia, Hungary, Greece, Cyprus, Turkey, France, Italy, Vatican, Spain, Andorra, Canarias, Portugal	  	 •    Order Management

 
 •    Preliminary Order
Processing (POP)
  

•    Dispute Management

 
 •    Returns

 
 •    Reporting

 
 •    Accounts
Receivable

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge Capture	  	 •       Creation and LS&Co. signoff of draft procedures
manual
  

•       Creation and LS&Co. signoff of process maps
	  	[****]*
				
	2.	  	Approval for Service Proofing	  	 •       Completion and LS&Co. signoff of site readiness
assessment
  

•       Completion and LS&Co. signoff of go-live checklist

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope processes and work
volume from LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the process except for process support for stabilization
	  	[****]*

 Bundle 1 Phase 3 (LSE - Consumer Relations) 
  

							
	 Bundle
	 	 Wave
	  	 Countries
	  	 Functions

	1	 	1	  	All LSE	  	 •    Contact Handling and Resolution

  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

	1.	  	On-Shore Knowledge Capture	  	 •       Creation and LS&Co. signoff of draft procedures
manual
  

•       Creation and LS&Co. signoff of
	  	[****]*

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 55

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

							
	 	  	 Milestone
	  	 Acceptance Criteria
	  	 Completion
Date

		  		  	 process maps
	  	
	2.	  	Approval for Service Proofing	  	  

•       Completion and LS&Co. signoff of site readiness assessment

 

•       Completion and LS&Co. signoff of go-live checklist

 

•       Completion and LS&Co. signoff of IT readiness assessment
	  	[****]*
				
	3.	  	100% Go-Live	  	 •       Transfer of 100% of the in-scope processes and work
volume from LS&Co. to Supplier
  

•       Elimination of work performance from LS&Co. agents who previously
performed the process except for process support for stabilization
	  	[****]*

  

	5.	TRANSITION GOVERNANCE. 

  

	5.1	Transition Governance Roles. Detailed governance roles and responsibilities shall be established and documented by the Parties prior to the commencement of the Transition Services. At a minimum,
Supplier’s responsibilities shall include: 

  

			
	 Role
	  	 Responsibilities

	Transition Director	  	 •       Responsible for all aspects of the Transition
Services
  

•       Interface with the LS&Co. Transition Lead

 

•       Identify/mitigate risks/issues/constraints

 

•       Provide status/breakdown of daily progress to the LS&Co.
Transition Lead
  

•       Develop and maintain an integrated Transition Plan and manage
performance of the Transition Services to meet the Transition Plan
  

•       Identify operational transition requirements, Transition Milestones,
and objective assessment criteria
  

•       Identify, assemble, and deploy transition resources

 

•       Manage and oversee daily activities

 

•       Verify the completion of Transition Milestones

 

•       Provide status reports

 

•       Assign Individual Transition Managers for each Service Category

 

•       Manage escalation of transition issues

 

•       Lead transition team and transition management office

 

•       Coordinate Supplier Staff (and other required resources)

		
	Individual Transition Managers per each Service Category per Region	  	 •       Report to the Supplier Transition Director

 

•       Provide status/breakdown of daily progress

 

•       Provide daily progress reports and issue escalation

 

•       Lead/drive the work streams

 

•       Responsible for the completion all tasks
on-time

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 56

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CONFIDENTIAL 

EXECUTION VERSION 
  

			
	 Role
	  	 Responsibilities

		  	 •       Responsible for escalations to the Supplier
Transition Director
  

•       Ensure all work activities have been reviewed and documented

 

•       Develop process flows for all activities

 

•       Ensure identified gaps have been addressed

 

•       Review and obtain signoff from LS&Co. for all process
flows/application and infrastructure Service Category
  

•       Work with Training Lead to ensure all training requirements have been
documented
  

•       Ensures that all knowledge has been transferred as required

 

•       Other duties as assigned

		
	Transition Lead (E.g. NOC, SOC, ESS, Service Desk, Deskside Support, Corp&BI, Global Supply Chain, Wholesale, Retail, eCommerce)	  	 Responsible for the infrastructure/technology components
  

•       Report to the Supplier Transition Director

 

•       Provide status/breakdown of daily progress

 

•       Provide daily progress reports and issue escalation

 

•       Drive/lead infrastructure/technology work stream

 

•       Responsible for the completion all tasks on-time

 

•       Responsible for escalations to the Supplier Transition Director

 

•       Define requirements for Equipment and Software

 

•       Responsible for the identification and acquisition of
infrastructure/technology resources to meet delivery dates as required
  

•       Other duties as assigned

		
	System Access, Test and Implementation Lead	  	 Responsible for the coordination and execution of all activities to access required systems and applications, testing and acceptance

 

•       Report to the Supplier Transition Director

 

•       Provide status/breakdown of daily progress

 

•       Provide daily progress reports and issue escalation

 

•       Drive/lead system access work stream

 

•       Responsible for the completion all tasks on-time

 

•       Responsible for escalations to the Supplier Transition Director

 

•       Define application modifications allowing adequate lead time for
transition
  

•       Responsible for the identification and acquisition of IT resources to
meet delivery dates as required
  

•       Define, document and prioritize change requests

 

•       Other duties as assigned

		
	Performance Testing Lead	  	 Responsible for the coordination and execution of all performance testing

 

•       Report to the Supplier Transition Director

 

•       Provide status/breakdown of daily progress

 

•       Provide daily progress reports and issue escalation

 

•       Drive/lead performance testing work stream

 

•       Responsible for the completion all tasks on-time

 

•       Responsible for escalations to the Supplier Transition
Director

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 57

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

			
	 Role
	  	 Responsibilities

		  	 •       Other duties as assigned

		
	Production Readiness Lead	  	 •       Report to Supplier Transition Director

 

•       Provide status/breakdown of daily progress

 

•       Provide daily progress reports and issue escalation

 

•       Create test strategy

 

•       Create testing schedule

 

•       Track and report on variances

 

•       Coordinate variance resolution with appropriate teams

 

•       Conduct production readiness assessment

 

•       Drive user acceptance tests

 

•       Validate acceptance tests occur according to plan

 

•       Develop go-no-go/criteria

		
	Reporting Lead (per Region)	  	 •       Report to the Supplier Transition Director

 

•       Provide status/breakdown of daily progress

 

•       Provide daily progress reports and issue escalation

 

•       Drive/lead reporting work stream

 

•       Responsible for the completion all tasks on-time

 

•       Responsible for escalations to the Supplier Transition Director

 

•       Coordinate reporting cutover

 

•       Other duties as assigned

		
	Production Support Lead	  	 •       Report to the Supplier Transition Director

 

•       Provide status/breakdown of daily progress

 

•       Provide daily progress reports and issue escalation

 

•       Lead/drive the Supplier production support work stream

 

•       Responsible for the completion of all tasks on-time

 

•       Responsible for escalations to the Supplier Transition Director

 

•       Manage transition of production support vendor process

 

•       Ensure functional requirements and Service Levels are
met

		
	Process Lead	  	 •       Report to the Supplier Transition Director

 

•       Provide status/breakdown of daily progress

 

•       Provide daily progress reports and issue escalation

 

•       Lead/drive the process work stream

 

•       Responsible for the completion all tasks on-time

 

•       Responsible for escalations to the Supplier Transition Director

 

•       Develop process strategy

 

•       Inventory and assess materials gap

 

•       Develop process test cases as required

 

•       Review Supplier process documentation

 

•       Other duties as assigned

		
	Training Lead	  	 •       Report to the Supplier Transition Director

 

•       Provide status/breakdown of daily progress

 

•       Provide daily progress reports and issue escalation

 

•       Lead/drive the training work stream

 

•       Responsible for the completion all tasks on-time

 

•       Responsible for escalations to the Supplier Transition Director

 

•       Develop training
strategy

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 58

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CONFIDENTIAL 

EXECUTION VERSION 
  

			
	 Role
	  	 Responsibilities

		  	 •       Develop go-no-go/pass-fail criteria

		
		  	 •       Inventory and assess materials gap

		
		  	 •       Develop curriculum

		
		  	 •       Develop training environment test plan

		
		  	 •       Schedule training delivery and resources

		
		  	 •       Review Supplier training documentation

		
		  	 •       Conduct dry run training with user group

		
		  	 •       Other duties as assigned

  

	5.2	Change Management. In addition to the positions identified above, Supplier shall, provide [****]* FTEs to perform change management Services at the LS&Co. Service Locations to be agreed to by the Parties. The
applicable Supplier Staff shall perform the change management Services for a period of [****]* weeks commencing on the date mutually agreed to by the Parties. Supplier’s change management resources shall be responsible for: 

 

	 	(a)	organizational readiness assessment; 

  

	 	(b)	development of communication strategy; 

  

	 	(c)	development of communications plan; 

  

	 	(d)	formulation of change champion network; 

  

	 	(e)	change impact capture and analysis; 

  

	 	(f)	partnership-building events; 

  

	 	(g)	organizational cultural alignment; and 

  

	 	(h)	cross-cultural training. 

 With respect to the performance of such change management Services,
Supplier shall be entitled to charge LS&Co. a total amount of [****]*, with such amount to be billed in 6 equal monthly installments (with the first installment due in the month in which the Supplier Staff commence performance of the change
management). 
  

	5.3	 Status Updates. Supplier shall be responsible for providing regular status updates and information to LS&Co. regarding the completion of
the Transition Services. Without limiting the foregoing, Supplier shall: (a) track and report on the status of all tasks until completion of the Transition Services; (b) coordinating meetings with LS&Co. to review the status of the
Transition Services and reviewing the status of the Transition Services with LS&Co.; (c) provide regular updates to LS&Co. on the status of the Transition Services; (d) report on a regular basis on: (i) activities scheduled
during the current reporting period; (ii) activities planned for the next reporting period; and (iii) in progress concerns/issues and recommendations for resolution. In addition, Supplier shall prepare

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 59

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

	 	
the following reports and deliver those reports in accordance with the frequency set forth below: 

 

					
	 Report
	  	 Description
	  	 Frequency

	Transition Report	  	A written summary report on a weekly basis sufficient to enable LS&Co. to assess the progress of the Transition Services and achievement of the Transition Milestones.	  	Weekly
			
	Risk Report	  	A detailed report setting out the identified risks and the risk mitigation strategies.	  	Weekly

  

	5.4	Transition Issue Escalation. If Supplier foresees or becomes aware of any event that may result in a delay to the completion of the Transition Services, Supplier shall promptly notify LS&Co. of such event.
Supplier shall use all reasonable efforts to mitigate the effects of any such event and continue to perform the Transition Services in accordance with the Transition Plan. 

 

	5.5	LS&Co Transition Governance Roles. LS&Co. shall appoint the transition roles who shall coordinate the completion of the LS&Co. Transition Responsibilities during the Transition Period. The
LS&Co.’s responsibilities shall include: 

  

			
	 Role
	  	 Responsibilities

	Transition Director	  	 •       Will map to Supplier Transition Director and ensure
transition service delivery management across all regions – LSA/LSE/AMA covering all Service categories - Finance / HR / Consumer Relations / Customer Service / IT Infrastructure / IT Applications

 

•       Responsible for all activities of the Transition Services assigned to
LS&Co.
  

•       Interfaces with the LS&Co. Third Party Contractors to ensure
completion of activities assigned to them
  

•       Assist Supplier in identifying/mitigating risks/issues/constraints

 

•       Review and approve operational transition requirements, Transition
Milestones, and objective assessment criteria
  

•       Verify the completion of Transition Milestones

 

•       Review status reports

 

•       Assign Individual Transition Managers for each Service Category

 

•       Manage escalation of transition issues from LS&Co. and LS&Co.
Third Party Contractors

		
	Individual Transition Managers per each Service Category per Region	  	 •       Collaboratively work with the Supplier Transition
Directors for ensuring transition responsibilities for LS&Co are executed as per the transition schedule
  

•       Reports to the LS&Co. Transition Director

 

•       Review daily status progress reports and issue
escalation

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 60

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

			
	 Role
	  	 Responsibilities

		  	 •       Responsible for the completion all tasks assigned to
LS&Co and third party service providers on-time
  

•       Responsible for escalations to the LS&Co. Transition Director

 

•       Ensures identified gaps have been addressed

 

•       Ensures that all knowledge has been transferred as required

 

•       Identify, assemble, and deploy resources who would participate in
transition from LS&Co. and LS&Co. Third Party Contractors

		
	Technology Lead	  	 •       Work with the Supplier Technology Lead to ensure
system access are provided to the Supplier staff on time
  

•       Collaborate with Supplier Technology Lead to plan the link and
connectivity requirements, provision of the same within required timelines
  

•       Responsible for the identification and acquisition of
infrastructure/technology to meet delivery dates as required
  

•       Assist in Define requirements for Equipment and Software

 

•       Other duties as assigned

		
	Process Lead	  	 •       Work with Supplier Process Lead to provide the
knowledge regarding as-is process of LS&Co.
  

•       Work with the Supplier Process Lead to design the new process as per
the new solution review and approve the new aligned processes
  

•       Review Supplier process documentation

 

•       Other duties as assigned

		
	Training Lead	  	 •       Map to the Supplier Training Lead to define
requirements for training the LS&Co. personnel
  

•       Ensure that knowledge acquisition is performed as per the Transition
Plan and all resources are assessed and certified as required
  

•       Review Supplier training documentation

 

•       Assist in conducting dry run training with user group

 

•       Other duties as assigned

  

	6.	TRANSITION MEETINGS. 

  

	6.1	Transition Meetings in General. During the Transition Period, Supplier shall meet with LS&Co. to report on Supplier’s progress in performing the Transition Services and meeting the requirements of the
Transition Plan. Such meetings shall take place at the time and place designated by LS&Co. During such meetings the Parties shall: (a) review the overall performance of, and provide strategic guidance and direction pertaining to, the
Transition Services; (b) review the detailed reports produced by Supplier relating to the previous week’s Transition Services; (c) review the Transition Services activities to be completed in the following week; (d) review the
escalation process for all Transition Services issues raised in the previous week; and (e) review the risks and issues logs. 

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 61

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EXECUTION VERSION 
  

 
Supplier shall provide LS&Co. with a written Transition Services status report in advance of each such meeting that shall include: (y) an updated project timeline detailing the
then-current status of all Transition Services, including the Transition Deliverables, against the Transition Plan; and (z) details of all issues or problems that Supplier is experiencing in connection with the Transition Services and any
efforts or remedial actions that Supplier is undertaking to resolve such issues or problems. 
  

	6.2	Executive Review Sessions. Executive review sessions shall be held in the manner set forth in the following table throughout the Transition Period, with the first such meeting being held no later than 5 days
after the Effective Date: 

  

			
	 Executive Review Session

	Frequency	  	Monthly
		
	Purpose	  	 •       Review transition status and major transition
issues
  

•       Manage alignment between transition and integration

		
	Attendees	  	 •       Supplier Governance Executive and Supplier
Transition Director
  

•       LS&Co. Governance Executive and applicable executives of
LS&Co. (e.g., CFO, CIO, etc.)

		
	Agenda	  	 •       High level status and performance updates

 

•       High level discussion of risks and mitigations

		
	Supporting Activities	  	Executive review report (summarized view of overall transition status meetings).
		
	Facilitation	  	Supplier

  

	6.3	Overall Transition Status Meetings. Transition meetings shall be held for each applicable region or Service Category in the manner set forth in the following table throughout the Transition Period, with the first
meeting being held promptly after the Effective Date: 

  

			
	 Overall Transition Status Meetings

	Frequency	  	Weekly, or such other time period agreed to by the Parties.
		
	Purpose	  	 •       Review the detailed reports produced by Supplier
relating to the previous week’s Transition Services
  

•       Review the major Transition Services activities to be completed in the
following week
  

•       Review progress against the Transition Plan during the previous week
and progress towards completion of the deliverables
  

•       Review any issues and escalations and resolve any transition
issues
  

•       Perform a review of the overall performance of the Transition
Services
  

•       Provide strategic guidance and direction to the transition
team

		
	Attendees	  	 •       Supplier Governance Executive, Supplier Transition
Director, and Individual Transition Managers
  

•       LS&Co. Governance Executive

 

•       Such other LS&Co. members as specified by LS&Co. from time to
time

		
	Agenda	  	 •       Transition Plan
update

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 62

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EXECUTION VERSION 
  

			
	 Overall Transition Status Meetings

		  	 •       High-level performance issues

 

•       Escalated issues

 

•       Review program status

		
	Supporting Activities	  	Weekly status report to be prepared by Supplier.
		
	Facilitation	  	Supplier

  

	6.4	Service Category Status Meetings. Service Category status meetings shall be held for each applicable region or Service Category in the manner set forth in the following table throughout the Transition Period,
with the first such meeting being held promptly after the Effective Date: 

  

			
	 Service Category Status Meetings

	Frequency	  	Daily, or such other time period agreed to by the Parties.
		
	Purpose	  	 •       Agree and document progress against the Transition
Plan during the previous week and progress towards completion of the Transition Services
  

•       Agree and document risks and issues to be escalated to the applicable
transition meeting

		
	Attendees	  	 •       Supplier Transition Director

 

•       Such other LS&Co. members as specified by LS&Co. from time to
time

		
	Agenda	  	 •       Low-level Transition Plan update, including

 

•       transition issues

 

•       risk identification

 

•       escalation issues

 

•       resource gaps

 

•       action items

		
	Supporting Activities	  	Daily status and action items report to be prepared by Supplier.
		
	Facilitation	  	Supplier

  

			
	LS&Co. – Exhibit 8 – Transition Framework	  	Page 63

 CONFIDENTIAL TREATMENT REQUESTED - REDACTED COPY 

Confidential 
 Execution
Version 
 MASTER SERVICES AGREEMENT 

By and Between 
 Levi
Strauss & Co. 
 And 

Wipro Limited 

November 7, 2014 

Exhibit 8 
 Transition
Plan Cross Region 
 Attachment 8.1 

Detailed Transition Plan 
  

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

	
	 

 Nov’14 Dec’14 Jan’15 Feb’15 Mar’15 Apr’15 May’15 June’15 Jul’15 Aug’15 Sept’15
Oct’15 Nov’15 
3 10 17 24 1 8 15 22 29 5 12 19 26 2 9 16 23 2 9 16 23 30 6 13 20 27 4 11 18 25 18 15 22 29 6 13 20 27 3 10 17 24 31 7 14 21 28 5 12 19 26
2 
Contract Sign-off [****]* 
LWIs from Accenture [****]* 
Technology 
Ask HR Portal [****]* 
Base))) [****]* 
Workday 
End user training [****]* 
Service Desk [****]* 
Support Process Set-up 
Process Blueprinting / TA 
[****]*
AMA [****]* 
LSE [****]* 
HR - Bundle 1 
Phase 1 : LSA 
Technology Setup (India) [****]* 
Hiring [****]* 
Wave 1 - US (Accenture) [****]* 
Wave 1 - Canada [****]* 
Wave 2 - Brazil & Mexico [****]* 
Phase 2: AMA 
Technology Set-up [****]* 
Hiring [****]* 
Wave 1 - Greater China (China, Taiwan, Hong Kong, Cambodia, Vietnam) [****]*

Wave 2 - North Asia (Japan, Korea) [****]* 
Wave 3 - South Asia (India,
Singapore, Pakistan, South Africa, Malaysia, Indonesia, Philippines, Bangladesh, Australia, New Zealand [****]* 
Phase 3: LSE 
Technology Set-up [****]* 
Hiring [****]* 
Wave 1 - UK, Ireland, Sweden, Denmark, Finland, Norway [****]* 
Wave 2 - Belgium, Netherlands,
Germany, Austria, Switzerland [****]* 
Wave 3 - Portugal, Italy, Spain, Switzerland - LFA, France [****]* 
Wave 4 - Czech, Poland, Hungary, Greece, Egypt, Turkey, Russia [****]* 
*Confidential treatment
is requested for the language which has been marked. Such language has been deleted from the copy filed with the Securities and Exchange Commission. 

 

 
 CONFIDENTIAL TREATMENT REQUESTED 
Nov’14 Dec’14 Jan’15 Feb’15 Mar’15 Apr’15 May’15 June’15 Jul’15 Aug’15 Sept’15 Oct’15 Nov’15 
3 10 17 24 1 8 15 22 29 5 12 19 26 2 9 16 23 2 9 16 23 30 6 13 20 27 4 11 18 25 1 8 15 22 29 6 13 20 27 3 10 17 24 31 7 14 21 28 5 12 19 26 2 
Contract Sign-off [****]* 
LWIs from Accenture [****]* 
Technology 
Ask HR Portal [****]* 
Base))) [****]* 
Workday 
End user training [****]* 
Service Desk [****]* 
Support Process Set-up [****]* 
Process Blueprinting / TA 
Global (LSA as Base) [****]* 
AMA [****]* 
LSE [****]* 
Phase 1 : LSA 
Technology Setup (India) [****]* 
Hiring [****]* 
Wave 1 Payroll - US & Canada [****]* 
Wave 2 Payroll - Brazil & Mexico
[****]* 
Phase 2: AMA 
Technology Set-up [****]* 
Hiring [****]* 
Wave 1 Payroll - Greater China (China, Taiwan, Hong Kong, Cambodia, Vietnam)
[****]* 
Wave 2 Payroll - North Asia (Japan, Korea) [****]* 
Wave 2 - North
Asia (Japan, Korea) [****]* 
Phase 3: LSE 
Technology Set-up [****]*

Hiring [****]* 
Wave 1 Payroll - UK, Ireland, Sweden, Denmark, Finland, Norway
[****]* 
Wave 2 Payroll - Belgium, Netherlands, Germany, Austria, Switzerland [****]* 
Wave 3 Payroll - Portugal, Italy, Spain, Switzerland - LFA, France [****]* 
Wave 4 Payroll -
Czech, Poland, Hungary, Greece, Egypt, Turkey, Russia [****]* 
Finance Payroll

Wave 1 - Eugene + Canada + Mexico - Payroll [****]* 
Design/mapping

Implementation 
Knowledge Acquisition (KA) 
Knowledge Transfer (KT) 
Service Proofing 
SLA Burn-in Period (90 days) 
Milestone / Go Live 
Black Out / Holiday Period 
*Confidential treatment is requested for the language which has
been marked. Such language has been deleted from the copy filed with the Securities and Exchange Commission. 

 

 
 CONFIDENTIAL TREATMENT REQUESTED 
CS CR Transition Plan Pre-Plan Transition Execution 
> October November December January
February March April May June July August September October September December 
W-2 W-1 W1 W2 W3 W4 W5 W6 W7 W8 W9 W10 W11 W12 W13 W14 W15 W16 W17 W18 W19 W20 W21
W22 W23 W24 W25 W26 W27 W28 W29 W30 W31 W32 W33 W34 W35 W36 W37 W38 W39 W40 W41 W42 W43 W44 W45 W46 W47 W48 W49 W50 W51 W52 W53 W54 W55 W56 W57 W58 W59 W60 W61

> 20 27 3 10 17 24 1 8 15 22 29 5 12 19 26 2 9 16 232 9 16 23 30 6 13 20 27 4 11 18 25 1 8 15 22 29 6 13 20 27 3 10 17 24 31 7 14 21 28 5 12 19 26 2 9 16 23 30
7 14 21 28 
Contracting & SOW [****]* 
Transition Enablement Governance,
Risk Management, Reporting [****]* 
Data & Voice Connectivity [****]*

Delivery Center Readiness [****]* 
Remote Access Connectivity [****]*

Resource Ramp-up [****]* 
Bundle 1: Phase 1 - LSA Wave 1 - Eugene [****]*

CS + CR Wave 2 - Mexico [****]* 
Phase 2 - AMA Wave 1 - ANZ, SA, India, Middle
East, Pakistan [****]* 
Wave 1 - Consumer Relations (ANZ, So Africa, ME, India, Php) [****]* 
Wave 2 - Greater China, North Asia [****]* 
Wave 3 - South East Asia [****]* 
Wave 2 - [North Asia (Japan, Korea)*] Wave 2 - Consumer Relations (Greater China, North Asia, SEA) [****]* 
Phase 3 - LSE Wave 1 - UK, Brussels, GAS [****]* 
Wave 1 - LSE Consumer Relations [****]*

Wave 2- Emerging, South [****]* 
Base))) Deployment [****]* 
Transition Analysis 
Knowledge Acquisition 
Knowledge Transfer 
Ramp-up 
SLA Burn-in Period (90 days) 
Christmas/Chinese New year 
Milestone / Go-live 
*Confidential treatment is requested for the language which has been
marked. Such language has been deleted from the copy filed with the Securities and Exchange Commission. 

	
	 

 CONFIDENTIAL TREATMENT REQUESTED 
Customer Service /
Consumer Relations 
AMA Area 
Middle East South Africa Countries 
UAE, Qatar, Israel, Jordan, Monaco, Malta, Libya, Iraq, Egypt, Turkey 
Swaziland, Namibia,
Nigeria, Botswana, Angola, Kenya, Tanzania, Angola, Zambia, Mozambique 
Brand

Levis, Dockers Levis only Channel 
[****]* distributors [****]* key account
and [****]* independent account 
LSE Cluster North South Central Emerging

Servicing Location 
Northampton Brussels 
Paris Milan Barcelona Frankfurt Brussels 
Warsaw Athens Istanbul 
Countries Covered UK 
Ireland Finland (+Aland Island) 
Norway Denmark (Faroe Islands, Iceland) 
Sweden 
France Italy (+Vatican) Spain (+Andorra, Canarias) 
Portugal Germany 
Austria Switzerland 
Belgium Netherlands 
Luxembourg Poland (+Albania, Bulgaria, Belarus, Estonia, Croatia, Lithuania, Latvia, Moldova, Romania, Slovenia, Ukraine) 
Czech & Slovakia 
Hungary Greece (+Cyprus) 
Turkey 
Language 
English (CR included) Finnish, English Norwegian, English Danish, English Swedish, English French Italian Spanish 
Portuguese German, English German, English German, French, Italian, English Dutch, French, English Dutch, French, English 
Dutch, French, English 
*Confidential treatment is requested for the language which has been
marked. Such language has been deleted from the copy filed with the Securities and Exchange Commission. 

 

 
 CONFIDENTIAL TREATMENT REQUESTED - REDACTED COPY 
Integrated BPO Transition Plan Pre-Plan Transition Execution 
> October November December
January February March April May June July August September October November December January February March April 
W-2 W-1 W1 W2 W3 W4 W5 W6 W7 W8 W9 W10 W11 W12
W13 W14 W15 W16 W17 W18 W19 W20 W21 W22 W23 W24 W25 W26 W27 W28 W29 W30 W31 W32 W33 W34 W35 W36 W37 W38 W39 W40 W41 W42 W43 W44 W45 W46 W47 W48 
> 20 27 3 10 17
24 1 8 15 22 29 5 12 19 26 2 9 16 23 2 9 16 23 30 6 13 20 27 4 11 18 25 1 8 15 22 29 6 13 20 27 3 10 17 24 31 7 14 21 28 
Contracting & SOW [****]* 
Transition Enablement Governance, Risk Management, Reporting Data & Voice Connectivity Delivery Center Readiness [****]* [****]* [****]* 
Remote Access Connectivity [****]* 
Resource Ramp-up [****]* 
Transition Analysis Eugene + Canada + Mexico [****]* 
Transition Transition Analysis
(S’pore) [****]* 
Analysis Transition Analysis Greater China (China, Taiwan, Hong Kong) [****]* 
Transition Analysis AMA Affiliates [****]* 
Transition Analysis (LSE Affiliate) [****]*

Phase 1, Wave 1 - Eugene + Canada + Mexico - AP/T&E/MD/IP/AR/Payroll [****]* 
Phase 2, Wave 1 - Singapore - AP/AR/MD/FA (Quattro) [****]* 
Bundle 1: Phase 2, Wave 2 -
Greater China (China, Taiwan, Hong Kong, Vietnam, Cambodia) [****]* 
Finance & Accounting Process Phase 1, Wave 2 - Eugene + Canada + Mexico - RTR [****]*

Transition Phase 2, Wave 3 - S’pore - Direct AP / R2R [****]* 
Phase 2,
Wave 4 - AMA Affiliates [****]* 
Phase 3, Wave 1 - LSE Affiliates [****]*

Phase 1, Wave 1 - Brazil & LATAM Licensing  
Phase 2, Wave 1 -
Singapore - CM  
Phase 3, Wave 1 - Russia  
Bundle 2: Phase 3, Wave 2
- LFA [****]* 
Phase 1, Wave 2 - Eugene + Canada + Mexico - AR/CM  
Phase
2, Wave 2 - Singapore - RTR [****]* 
Phase 1, Wave 3 - Eugene + Canada + Mexico - RTR [****]* 
*Confidential treatment is requested for the language which has been marked. Such language has been deleted from the copy filed with the Securities and Exchange Commission.

 

 
 CONFIDENTIAL TREATMENT REQUESTED 
Phase 
Phase 1 
Phase 2 
Phase 2 
Phase 1 
Phase 2 
Phase 3 
Phase 3 
Phase 3 
Phase 2 
Phase 2 
WAVE 
Wave 1 – Eugene (AP/T&E/MD/IP/AR) + Canada + Mexico 
Wave 1 – Singapore
(AP/AR/MD/FA /Quattro) 
Wave 1 - Greater China (China, Taiwan, Hong Kong) 
Wave
2 – Eugene – RTR + Canada + Mexico 
Wave 2 – Singapore – RTR / Direct AP 
Wave 1 – LSE Affiliates (Group 1 – Belgium, Germany, Switzerland, UK) 
Wave 1 –
LSE Affiliates (Group 2 – France, Italy, Spain) 
Wave 1 – LSE Affiliates (Group 3 – Czech Republic, Greece, Hungary, Poland, Turkey) 
Wave 3 – AMA Affiliates (Group 1 – ANZ, India, Indonesia, Malaysia, Pakistan, Philippines, Singapore, South Africa – includes GTC) 
Wave 3 – AMA Affiliates (Group 2 – Japan, Korea) 
LOCATION – TA 
Eugene 
Singapore, India (Quatrro) 
China 
Eugene 
Singapore 
Belgium, UK 
France 
Poland, Turkey 
Singapore, India 
Japan 
LOCATION – KA 
Eugene, Mexico 
Singapore, India (Quatrro) 
China 
Eugene, Mexico 
Singapore 
Belgium, UK 
France 
Poland, Turkey 
Singapore, India, Indonesia 
(GTC HK rep to travel to Singapore) 
Japan 
*Confidential treatment is requested for the language which has been marked. Such language has been deleted from the copy filed with the Securities and Exchange Commission.

 

 
 CONFIDENTIAL TREATMENT REQUESTED 
Transition Execution 
LS & Co. Infrastructure Transition Plan November December January
February March April May June July August 
W-2 W-1 W1 W2 W3 W4 W5 W6 W7 W8 W9 W10 W11 W12 W13 W14 W15 W16 W17 W18 W19 W20 W21 W22 W23 W24 W25 W26 W27 W28

20 27 3 10 17 24 1 8 15 22 29 5 12 19 26 2 9 16 23 2 9 16 23 30 6 13 20 27 4 11 18 25 1 8 15 22 29 6 13 20 27 3 10 17 24 
Contracting and SOW [****]* 
Governance, Risk Management, Reporting [****]* 
Data & Voice Connectivity [****]* 
Delivery Center Readiness [****]* 
Transition Enablement Remote Access Connectivity [****]* 
Process Transition (ITIL Processes)
[****]* 
Resource Ramp-up (Onsite & Offshore) [****]* 
Organization Change
Management [****]* 
Employee Re-badge / Re-hire [****]* 
ITSM Tool Integration
(e-bonding) [****]* 
Tools Set-up 
ServiceNXT Analytics Integration [****]*

Common Services Transition - Phase 1,2 and 3 (LSA , LSE & AMA) 
Phase 1,
Wave 1 - Desktop Engineering - Imaging , Patching , Software Distribution [****]* 
Phase 1, Wave 1 - Collaboration ( Lync ) [****]* 
Phase 1, Wave 1 - Active Directory Management [****]* 
Service Desk - Corporate and Retail

Phase 1 LSA - US & Canada Wave 1 - Corporate and Retail Service Desk [****]* 
Phase 1 LSA - MXBR Wave 1 - Corporate and Retail Service Desk [****]* 
Phase 3 LSE Wave 1 -
Corporate Service Desk [****]* 
Phase 3 LSE Wave 1 - Retail Service Desk [****]*

Phase 2 AMA Wave 1 - Corporate and Retail Service Desk [****]* 
Corporate and
Retail Desk side, Retail Network Support 
Coporate Wave 2 - Corporate Offices [****]* 
Phase 1 - LSA 
Retail Wave 2 - Retail Stores (Owned and Operated , Franchisee Stores [****]*

Country Cluster 1 - Continental Europe Wave 3 - Corporate Offices [****]*

Wave 3 - Retail Stores (Owned and Operated , Franchisee Stores [****]*

Country Cluster 2 - UK and France Wave 4 - Corporate Offices [****]* 
Phase 3
- LSE 
Wave 4 - Retail Stores (Owned and Operated , Franchisee Stores [****]*

Wave 5 - Corporate Offices [****]* 
Country Cluster 3 - Rest of LSE

Wave 5 - Retail Stores (Owned and Operated , Franchisee Stores [****]* 
Bundle
1 Service Transition 
Wave 2 - Corporate Offices [****]* 
Country Cluster 1 -
Singapore 
Wave 2 - Retail Stores (Owned and Operated , Franchisee Stores [****]* 
Country Cluster 2 - China & HongKong Wave 3 - Corporate Offices [****]* 
Wave 3 - Retail
Stores (Owned and Operated , Franchisee Stores [****]* 
Phase 2 - AMA 
Wave 4 -
Corporate Offices [****]* 
Country Cluster 3 - India 
Wave 4 - Retail Stores
(Owned and Operated , Franchisee Stores [****]* 
Country Cluster 4 - Rest of AMA - Remote Wave 5 - Corporate Offices [****]* 
Wave 5 - Retail Stores (Owned and Operated , Franchisee Stores [****]* 
Network Operations
Center -Phase 1,2 and 3 (LSA , LSE & AMA) 
Phase 1, Wave 4 - WAN Operations [****]* 
Phase 1, Wave 4 - Data Services [****]* 
Phase 1, Wave 4 - Voice Services [****]* 
Phase 1, Wave 4 - Network Security [****]* 
Enterprise Security Services - Phase 1,2 and 3
(LSA, LSE & AMA) 
Phase 1, Wave 5 - SAP & GRC [****]* 
Phase 1, Wave 5
- Application Security (IBM-IAM, Software Assurance/App Scan) [****]* 
Phase 1, Wave 5 - Data Security (2-Factor Authentication and Certificate Management) [****]*

Phase 1, Wave 5 - Infrastructure Security(Checkpoint FW,IPS, Proxy,VPN, LB, SIEM, Anti-Virus) [****]* 
System Operations Center (Server , Storage , Backup , Database , DC Security) 
Phase 1 LSA -
Wave 3 [****]* 
Phase 3 LSE - Wave 2 [****]* 
Phase 2 AMA - Wave 6 [****]*

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

	
	

 CONFIDENTIAL TREATMENT REQUESTED 
LS & Co.
Application Transition Plan Pre-Plan Transition Execution 
October November December January February March April May June July August 
W-2 W-1 W1 W2 W3 W4 W5 W6 W7 W8 W9 W10 W11 W12 W13 W14 W15 W16 W17 W18 W19 W20 W21 W22 W23 W24 W25 W26 W27 W28 W29 W30 
20 27 3 10 17 24 1 8 15 22 29 5 12 19 26 2 9 16 23 2 9 16 23 30 6 13 20 27 4 11 18 25 1 8 15 22 29 6 13 20 27 3 10 17 24 
Contracting and SOW [****]* 
Transition Enablement Governance, Risk Management, Reporting
[****]* 
Data & Voice Connectivity [****]* 
Delivery Center Readiness
[****]* 
Remote Access Connectivity [****]* 
Resource Ramp-up (Onsite &
Offshore) [****]* 
AS-IS Process Transition (Incident, Change, Problem, SR etc) [****]* 
Organization Change Management [****]* 
Employee Re-badge / Re-hire [****]* 
Tools Set-up ITSM Tool Integration (e-bonding) [****]* 
ServiceNXT Analytics Integration
[****]* 
Applications Service Transition Pre-Holiday Season Applications Transition 
Global Phase 1, Wave 1 Corp & BI Hyperion Suite - DRM, FDM, HFM, HTP, HFR, Essbase [****]*

LSE Phase 3, Wave 1 eCommerce Hybris [****]* 
Global & LSA Applications
Transition 
Global Phase 1, Wave 2 Corp & BI Filenet, ASG Mobius, Winshuttle, Pelican Profiles (Counter Point), AR Portal [****]* 
Global Phase 1, Wave 2 Corp & BI 31XWorkday interfaces [****]* 
Global Phase 1, Wave 2
Global Supply Chain FlexPLM, Da Vinci, WebPDM [****]* 
Global Phase 1, Wave 2 Global Supply Chain Andromeda, CARTS, CARTSWeb, Global Lab Test, PIWeb, SAR, VCOM,
WebMU, GEMS, GSA (Interface) [****]* 
Global Phase 1, Wave 2 Global Supply Chain Manugistics, MAINT, Excel based upload tools [****]* 
LSA - USA Phase 1, Wave 2 Global Supply Chain WMS - Mandate, ORION, Red Prairie, Sage X, Tranman [****]* 
LSA - USA Phase 1, Wave 2 Wholesale VMI SAS [****]* 
LSA - Canada Phase 1 Wave 2 Corp & BI
CAPA (Cost Accounting & Profitability Analysis), Cedar Financials, CORE Data Warehouse, ADP (Interface) [****]* 
LSA - Canada Phase 1 Wave 2 Global Supply Chain
AS400 - WMS, Forecast X / Collaborator, LDS, Order issuance System, Styleman, Vendor Marking [****]* 
LSA - Canada Phase 1 Wave 2 Wholesale EDI Interfaces [****]*

LSE ApplicationsTransition 
LSE Phase 3, Wave 2 Retail 1 C [****]* 
LSE Phase 3, Wave 2 Retail RSDB - Retail Store Database, SMS, ETL Integration layer (Hungary, Poland, Czech, Slovakia) [****]* 
LSE Phase 3, Wave 2 Global Supply Chain EuroCustoms, EuroReturns, EuroVAS, LSE WMS (UK), WebMU,WIPS (Northampton, UK) [****]* 
AMA Applications Transition 
AMA Phase 2, Wave 1 Corp & BI DWH (APD), NXPDC, BPI
(Interface), Cybergrants (Interface) [****]* 
AMA Phase 2, Wave 1 eCommerce Interfaces [****]* 
AMA Phase 2, Wave 1 Global Supply Chain Just Enough Demand Planning (APD), Tekconsole, USAC, VCOM, WICS (Warehouse Inventory Control System), Korea VAS, ANZ VCE, Australia
StarTrack [****]* 
AMA Phase 2, Wave 1 Retail CRM Campaign Module, CRM Loop Websites, CRM Reports, Division Booking System, Retail Bulletin Board (APD) [****]*

AMA Phase 2, Wave 1 Retail WebPOS, CRM [****]* 
AMA Phase 2, Wave 1 Retail
Competitive Connect Systems [****]* 
Planning 
Knowledge Acquisition Phase

Secondary Support 
Primary Support 
SLA Burn-in Period (90 days) 

 CONFIDENTIAL TREATMENT REQUESTED - REDACTED COPY 

Confidential 
 Execution
Version 
 MASTER SERVICES AGREEMENT* 

By and Between 
 Levi
Strauss & Co. 
 And 

Wipro Limited 

November 7, 2014 

Exhibit 8 
 Transition
Framework 
 Attachment 8.2 

In Flight Projects 
  

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

 CONFIDENTIAL TREATMENT REQUESTED 

Confidential 
 Execution
Version 
  

 2014 IT Active Projects - Carry-over into 2015 

 

							
	 Clarity Project ID
	  	 Project Name
	  	 Project Description
	  	 Go-Live Date

	[****]*	  	[****]*	  	[****]*	  	[****]*
	[****]*	  	[****]*	  	[****]*	  	[****]*
	[****]*	  	[****]*	  	[****]*	  	[****]*
	[****]*	  	[****]*	  	[****]*	  	[****]*
	[****]*	  	[****]*	  	[****]*	  	[****]*
	[****]*	  	[****]*	  	[****]*	  	[****]*
	[****]*	  	[****]*	  	[****]*	  	[****]*
	[****]*	  	[****]*	  	[****]*	  	[****]*
	[****]*	  	[****]*	  	[****]*	  	[****]*
	[****]*	  	[****]*	  	[****]*	  	[****]*
	[****]*	  	[****]*	  	[****]*	  	[****]*
	[****]*	  	[****]*	  	[****]*	  	[****]*
	[****]*	  	[****]*	  	[****]*	  	[****]*
	[****]*	  	[****]*	  	[****]*	  	[****]*
	[****]*	  	[****]*	  	[****]*	  	[****]*
	PRJ00000976	  	[****]*	  	[****]*	  	

  

			
	Exhibit 8 - Attachment 8.2 - In Flight Projects	  	2

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 

MASTER SERVICES AGREEMENT* 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 8 

TRANSITION FRAMEWORK 

ATTACHMENT 8.3 

EMPLOYEE TRANSFER PROVISIONS 

 

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

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

 TABLE OF CONTENTS 

 

									
	 1.
		Introduction.		 	1	  
				
			1.1		Purpose		 	1	  
			1.2		References		 	1	  
			1.3		Definitions		 	1	  
			
	 2.
		Employee Transfer Provisions.		 	1	  
				
			2.1		No Transfers of Employment		 	1	  
			2.2		Transfer of Undertakings Directive		 	1	  
			
	 3.
		Charges in case of Transfer of Employment		 	2	  
				
			3.1		Transfer to Supplier		 	2	  
			3.2		Transfer to LS&Co. or New Supplier		 	2	  

  

			
	LS&Co. – Exhibit 8 – Attachment 8.3 – Employee Transfer Provisions		Page i

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

	1.	INTRODUCTION. 

  

	1.1	Purpose. The provisions applicable to the employment of Affected Employees and Affected Contractors by Supplier are set forth in this Exhibit. 

 

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

  

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

  

	 	(a)	“LS&Co. Entity” means LS&Co., its Affiliates and any Previous Supplier. 

  

	 	(b)	“Previous Supplier” means a supplier of services that are the same as or similar to the Services (or part of them) immediately prior to an applicable Commencement Date who is displaced by the transfer
of Services (or part of them) to Supplier. 

  

	 	(c)	“Supplier Entity” means Supplier, its Affiliates, any Supplier Agent, or any entity engaged by Supplier, its Affiliates or Supplier Agent to deliver a part of the Services. 

 

	 	(d)	“Transfer of Undertakings Directive” means the EU Council Directive 2001/23/EC and the rules and regulations promulgated thereunder; any applicable Law that implements the EU Council Directive
2001/23/EC or any Law in any jurisdiction (as interpreted by the relevant courts and tribunals) materially similar to the EU Council Directive 2001/23/EC, and including, in each case, any modified or supplemented version of the foregoing and any
newly adopted Law replacing a previous Law. 

  

	2.	EMPLOYEE TRANSFER PROVISIONS. 

  

	2.1	No Transfers of Employment. The Parties do not intend for any Affected Employees or Affected Contractors to transfer to Supplier as a result of the transactions contemplated by the Agreement. 

 

	2.2	Transfer of Undertakings Directive. Without limiting Section 2.1, LS&Co. and Supplier believe that the Transfer of Undertakings Directive will not apply in relation to the transfer of
responsibility for the delivery of the Services to Supplier as envisaged by the Agreement, so as to transfer automatically any employees (which employees are employed by any LS&Co. Entity within the European Economic Area, or such other country
that has implemented Laws substantially similar to the Transfer of Undertakings Directive) from an LS&Co. Entity to a Supplier Entity. 

  

			
	LS&Co. – Exhibit 8 – Attachment 8.3 – Employee Transfer Provisions		Page 1

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

	3.	CHARGES IN CASE OF TRANSFER OF EMPLOYMENT 

 

	3.1	Transfer to Supplier. If despite the belief of the Parties as set forth in Section 2.1, to the extent the Parties become aware and agree that the Transfer of Undertakings Directive applies in any
country to the transfer of responsibility for the delivery of the Services to Supplier as envisaged by the Agreement, each of the Parties will comply with its respective legal obligations under applicable law. To the extent any employee of
LS&Co. Entity claims that their employment should be transferred to the Supplier under the Transfer of Undertakings Directive, the Parties agree on the terms as set forth below: 

 

	 	(a)	Supplier shall notify LS&Co. in writing within one week upon becoming aware of such claim whether or not Supplier intends to employ the employee with Supplier Entity. In case Supplier notifies LS&Co. that
Supplier Entity intends to employ such employee and LS&Co. agrees to this in writing or in case Supplier has not duly notified LS&Co. of such a claim within one week of becoming aware of such claim, Supplier shall be solely liable to provide
this employee all rights and benefits required under the Transfer of Undertaking Directive including continuity of employment, provided however that, LS&Co. will be responsible for any salary and benefits for the time period the employee was
employed by an LS&Co Entity. 

  

	 	(b)	If Supplier has duly notified LS&Co. that it does not intend to employ such employee claiming a transfer of his employment to Supplier Entity, Supplier will use its reasonable efforts to come to a reasonable mutual
settlement with the employee. Any reasonable settlement amount paid to the employee shall be equally shared by the Parties, subject to the prior approval of such settlement by LS&Co.. 

 

	 	(c)	If Supplier cannot achieve a reasonable settlement and as a result of a litigation proceeding Supplier Entity is legally obliged to employ an employee of LS&Co. Entity, Supplier shall be solely liable to provide
this employee all rights and benefits required under the Transfer of Undertaking Directive including continuity of employment. LS&Co. agrees to pay to Supplier for the Term for each such employee [****]* of the difference between the
employees legally required salary and benefits and the salary and benefits offered by Supplier to employees employed by Supplier in a similar position in the relevant country. 

Supplier’s responsibility with respect to sub-paragraphs (b) and (c) shall be limited to a total of [****]* employees, after which LS&Co. shall be solely responsible for the full amount of any settlement (pursuant to sub-paragraph (b)) or for the full amount of the salary difference (pursuant to
sub-paragraph (c)). 
  

	3.2	 Transfer to LS&Co. or New Supplier. In case of a termination of the Agreement the Parties do not intend for any employee of Supplier Entity
to transfer to LS&Co. Entity or a Successor as a result of the transfer of the Services to LS&Co. or that Successor due to the Transfer of Undertakings Directive. If despite this intention an employee of Supplier

  

			
	LS&Co. – Exhibit 8 – Attachment 8.3 – Employee Transfer Provisions		Page 2

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

	 	
Entity claims a transfer of his employment to LS&Co. or a Successor the rights and obligations of the Parties according to Section 3.1 shall apply vice versa. 

  

			
	LS&Co. – Exhibit 8 – Attachment 8.3 – Employee Transfer Provisions		Page 3

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 

MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 9 

LS&CO. POLICIES 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

 TABLE OF CONTENTS 

 

							
	1.		Introduction.		1
				
			1.1		General		1
			1.2		References		1
			1.3		Definitions		1
			
	2.		LS&Co. Policies.		1

  

			
	LS&Co. – Exhibit 9 – LS&Co. Policies		Page i

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

	1.	INTRODUCTION. 

  

	1.1	General. This Exhibit lists certain of the LS&Co. Policies that are applicable to Supplier in the performance of the Services. 

 

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

  

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

  

	2.	LS&CO. POLICIES. 

  

	
	 List of Policy Documents

	 LSE Return Policy v.1.0.doc

	
	 FINANCE_POLICY_1-3_AllowanceForDoubtfulAccounts

	
	 FINANCE_POLICY_1-4-A_InventoryValuation

	
	 FINANCE_POLICY_1-4-B_InventoryPhysicalCounts

	
	 FINANCE_POLICY_1-4-C_InventoryCSC_US

	
	 FINANCE_POLICY_1-6-A_AccountingforPPE

	
	 FINANCE_POLICY_1-6-B_CapitalizationOfSoftware

	
	 FINANCE_POLICY_1-6-C_CapitalizationOfInterestCosts

	
	 FINANCE_POLICY_1-6-E_AssetImpairment

	
	 FINANCE_POLICY_1-6-G_PPEassetManagement_US

	
	 FINANCE_POLICY_1-6-H_PPEmanual_US

	
	 FINANCE_POLICY_10-1_EmployeePrizesAndAwardsPolicy_US.docx

	
	 FINANCE_POLICY_4-1-A_RevenueRecognition

	
	 FINANCE_POLICY_4-1-B_RevenueRecognition_SalesReturnsAllowances

	
	 FINANCE_POLICY_4-2-A_LossesandInsuranceProceeds

	
	 FINANCE_POLICY_4-3-A_AdvertisingAndRetailPromotions

	
	 FINANCE_POLICY_4-3-B_StartUpActivitiesCosts

	
	 FINANCE_POLICY_4-3-C_AccountingforProductSamples

	
	 FINANCE_POLICY_4-3-D_BusinessRestructuringCharges

	
	 FINANCE_POLICY_4-4-A_MiscAssets_SalesDonationsAbandonment

	
	 FINANCE_POLICY_4-4-B_BarterTransactions

	
	 FINANCE_POLICY_2-1-A_DisbursementControls

	
	 FINANCE_POLICY_2-1-B_WireTransfers

	
	 FINANCE_POLICY_2-2-A_AccountingForLeases

	
	 FINANCE_POLICY_2-2-B_AccountingForOperatingLeases

	
	 FINANCE_POLICY_2-2-C_AccountingForCapitalLeases

	
	 FINANCE_POLICY_2-4-A_AssetRetirementObligation

  

			
	LS&Co. – Exhibit 9 – LS&Co. Policies	  	Page 1

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

	
	 List of Policy Documents

	 FINANCE_POLICY_2-4-B_AccruedLiabilitiesandAssetReserves

	
	 FINANCE_POLICY_2-5-A_VacationsHolidaysandSickLeave

	
	 FINANCE_POLICY_2-5-B_EmployeeIncentiveCompensation

	
	 FINANCE_POLICY_2-5-C_Pensions

	
	 FINANCE_POLICY_2-5-D_PostRetirementBenefits

	
	 FINANCE_POLICY_2-6_UncertaintyInIncomeTaxes

	
	 FINANCE_POLICY_7-5_VariableInterestEntities

	
	 FINANCE_POLICY_7-7_FairValueMeasurements

	
	 FINANCE_POLICY_7-1_ExceptionRequestsToGlobalPolicies

	
	 FINANCE_POLICY_7-8_StandardCreditApplication

	
	 FINANCE_POLICY_7-9_StandardCreditApplication_RetailStores

	
	 2014 Global Travel Policy

	
	 Ethics-Code

	
	 Global Sourcing and Operating Guidelines

	
	 LSCO_Gifts_Policy_FINAL

	
	 LSCO_Global_Anti-Bribery_Anti-Corruption_Policy_FINAL 5.8.14

	
	 Worldwide Code of Business

	
	 FINANCE_POLICY_6-1_IntercompanyTransactionsandSettlement

	
	 FINANCE_POLICY_6-2_IntercompanyProfits

	
	 FINANCE_POLICY_6-3_IntercompanyTransferPricing

	
	 FINANCE_POLICY_6-5_CompanyChargebacks

	
	 FINANCE_POLICY_6-6_GlobalCashRepatriation

	
	 Copy of FINANCE_POLICY_8-0_SignatureAuthorizationPolicy_EXHIBIT_I_LSA_CORP_Matrix

	
	 Copy of FINANCE_POLICY_8-0_SignatureAuthorizationPolicy_EXHIBIT_II_LSE_Matrix

	
	 Copy of FINANCE_POLICY_8-0_SignatureAuthorizationPolicy_EXHIBIT_III_APD_Matrix

	
	 Copy of FINANCE_POLICY_8-0_SignatureAuthorizationPolicy_EXHIBIT_IV_GSC_Matrix

	
	 DailyOPS-ECO-Incident-Problem.pdf

	
	 Data Encryption Policy

	
	 Email Policy FINAL 01-JUL-2012

	
	 GIS_Policies_and_Standards_v9.12

	
	 Global Social Media Policy_ES.1.0

	
	 Global_Levi_Strauss_Workstation_Policy_07-17-12

	
	 Internet Access and Usage Policy

	
	 Oracle Security Policy

	
	 SQL Security Policy

	
	 UNIX Security Policy

	
	 Windows Security Policy

	
	 Change Management Policy_POL_0.1-2.doc

  

			
	LS&Co. – Exhibit 9 – LS&Co. Policies	  	Page 2

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

	
	 List of Policy Documents

	 FINANCE_POLICY_8-0_SignatureAuthorizationPolicy

	
	 FINANCE_POLICY_8-0_SignatureAuthorizationPolicy_EXHIBIT_V_AddendumToMatrices

	
	 FINANCE_POLICY_5-1-A_NonAuditServices

	
	 FINANCE_POLICY_5-1-B_ContractorAccountingAndControl

	
	 FINANCE_POLICY_5-2_JournalEntryProcessingAndApproval

	
	 FINANCE_POLICY_5-3_Materiality

	
	 FINANCE_POLICY_5-4_SubsequentEvents

	
	 FINANCE_POLICY_5-5_SegregationOfDuties

	
	 FINANCE_POLICY_5-5-A_SegregationOfDutiesConflicts

	
	 FINANCE_POLICY_5-6_PriorPeriodAdjustments

	
	 FINANCE_POLICY_5-7-A_EmployeePersonalLoansandLosses

	
	 FINANCE_POLICY_5-8_GLaccountReconciliation

  

			
	LS&Co. – Exhibit 9 – LS&Co. Policies	  	Page 3

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 

MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 10 

LS&CO. AGENT NDA 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

 THIS NON-DISCLOSURE
AGREEMENT (this “Agreement”), dated [●] (the “Effective Date”), is by and between [●], a [●] (“LS&Co. Agent”) and Wipro Limited, a company
formed under the laws of the Republic of India (“Supplier”). Supplier and LS&Co. Agent may each be referred to herein individually as a “Party” or, collectively, as the “Parties”. 

WHEREAS, pursuant to the Master Services Agreement between LS&Co., a Delaware corporation (“LS&Co.”) and Supplier dated
November 7, 2014 (the “Service Agreement”), Supplier has agreed to permit third parties to audit Supplier in accordance with the terms of the Service Agreement (“Purpose”); 

WHEREAS, LS&Co. has retained LS&Co. Agent with respect to the Purpose; 

WHEREAS, certain confidential information may be communicated to LS&Co. Agent by Supplier for the purpose of the Purpose and Supplier desires
LS&Co. Agent to keep such information confidential and to protect such information from unauthorized use or disclosure; and 
 WHEREAS, in
consideration of the disclosure of such information to LS&Co. Agent, LS&Co. Agent is willing to keep such information confidential in accordance with the terms and conditions set forth in this Agreement. 

NOW, THEREFORE, Supplier and LS&Co. Agent hereby agree as follows: 
  

	1.	CONFIDENTIALITY. 

 LS&Co. Agent shall hold all information
communicated to LS&Co. Agent and either marked as “Confidential” or described as such to LS&Co. Agent in writing either at the time of the disclosure or promptly thereafter, that relates to or arises in connection with the Purpose
(the “Confidential Information”), in confidence to the same extent and in at least the same manner as LS&Co. Agent protects its own confidential information of a similar nature (and in no event with less than reasonable care),
and shall not disclose, distribute or disseminate the Confidential Information, or documents or information derived therefrom, to any third party, except to those of LS&Co. Agent’s directors, officers, employees, affiliates, vendors,
contractors and agents who have a need to have access to such Confidential Information and to LS&Co. in connection with the Purpose. The foregoing will not prevent the LS&Co. Agent from disclosing information that belongs to the LS&Co.
Agent or information that is (a) publicly known or becomes publicly known through no unauthorized act of the LS&Co. Agent, (b) rightfully received from a third party under no obligation of confidentiality, (c) independently
developed by the LS&Co. Agent without use of or reference to the Confidential Information, or (d) already known by the LS&Co. Agent at the time of disclosure and LS&Co. Agent has no obligation of confidentiality other than pursuant
to this Agreement. This Agreement will not prevent LS&Co. Agent from disclosing Confidential Information which is required to be disclosed pursuant to a requirement of a governmental agency or law, or any governmental or political subdivision
thereof, so long as LS&Co. Agent provides Supplier with written notice of such requirement, to the extent such notice is permitted by law, and takes commercially reasonable steps to allow Supplier an opportunity to object to such disclosure.

  

			
	LS&Co. – Exhibit 10 – LS&Co. Agent NDA		Page 1

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

	2.	RETURN OF CONFIDENTIAL INFORMATION. 

Unless otherwise agreed to in writing by Supplier, upon the completion of the Purpose, LS&Co. Agent will either: (a) return to
Supplier all of the Confidential Information, and all copies thereof or (b) certify in writing that all of the documented Confidential Information and all copies thereof have been destroyed, excluding copies contained in any report (such as an
audit report), which shall remain subject to Section 1. LS&Co. Agent may return the Confidential Information, or any part thereof, to Supplier at any time. 
  

	3.	NO FURTHER RIGHTS. 

 Nothing contained in
this Agreement will be construed as granting or conferring any rights by license or otherwise in the Confidential Information except as expressly provided herein. 
  

	4.	THIRD PARTY INFORMATION. 

 Confidential
Information may include information which belongs to a third party. Except as provided in the preceding sentence, this Agreement does not confer any rights or remedies upon any person or entity not a Party to this Agreement. 

 

	5.	INJUNCTIVE RELIEF. 

 The Parties acknowledge and agree that
monetary damages may be inadequate to compensate for a breach of the provisions contained in this Agreement. In the event of such breach, Supplier may be entitled to seek injunctive relief and any and all other remedies available at law or in
equity. 
  

	6.	MISCELLANEOUS. 

 If any provision of this Agreement is held to be invalid,
illegal or unenforceable, the validity, legality and enforceability of the remaining provisions will not in any way be affected or impaired, and such provision will be deemed to be restated to reflect the original intentions of the parties as nearly
as possible in accordance with applicable law. Neither Party will act or have authority to act as an agent of the other Party for any purpose whatsoever. No delay or omission by Supplier to exercise any right or power hereunder will impair such
right or power or be construed to be a waiver thereof. All remedies provided for in this Agreement will be cumulative and in addition to and not in lieu of any other remedies available at law, in equity or otherwise. This Agreement will be binding
on Supplier and LS&Co. Agent and all of their successors and permitted assigns. The parties agree that this Agreement (a) is the complete and exclusive statement between the parties with respect to the protection of the confidentiality of
Confidential Information, (b) supersedes all related discussions and other communications between the parties, (c) may only be modified in writing by authorized representatives of the parties, and (d) will be governed by the laws of
the State of California. 
 [The next page is the signature page.] 

  

			
	LS&Co. – Exhibit 10 – LS&Co. Agent NDA		Page 2

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 IN WITNESS WHEREOF, Supplier and LS&Co. Agent have each caused this Agreement to be signed and
delivered as of the Effective Date. 
  

					
	 LS&Co. Agent

 
				 Wipro Limited
  

			
					
	  
 Signature
				  
 Signature

			
					
	  
 Name
				  
 Name

			
					
	  

Title
				  
 Title

  

			
	LS&Co. – Exhibit 10 – LS&Co. Agent NDA		Page 3

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MASTER SERVICES AGREEMENT* 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 11 

APPROVED BENCHMARKERS 

 

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

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

 TABLE OF CONTENTS 

 

							
	1.		Introduction.		1
				
			1.1		General		1
			1.2		References		1
			1.3		Definitions		1
			
	2.		List of Approved Benchmarkers.		1

  

			
	LS&Co. – Exhibit 11 – Approved Benchmarkers		Page i

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	1.	INTRODUCTION. 

  

	1.1	General. This Exhibit sets forth the Benchmarkers approved by the Parties. 

  

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

  

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

  

	2.	LIST OF APPROVED BENCHMARKERS. 

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

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

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

[****]* 

  

			
	LS&Co. – Exhibit 11 – Approved Benchmarkers		Page 1

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 MASTER SERVICES AGREEMENT* 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 12 

COMPETITORS 
  

 

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

 CONFIDENTAIL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

 TABLE OF CONTENTS 

 

							
	 1.
		Introduction.		1
				
			1.1		General		1
			1.2		References		1
			1.3		Definitions		1
			
	 2.
		List of Supplier Competitors.		1
			
	 3.
		List of LS&Co. Competitors.		2

  

			
	LS&Co. – Exhibit 12 – Competitors		Page i

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	1.	INTRODUCTION. 

  

	1.1	General. This Exhibit sets forth the Supplier Competitors and LS&Co. Competitors approved by the Parties. 

  

	1.2	References. References to an Attachment, Appendix, Section or Article shall be to such Attachment or Appendix to, or Section or Article of, this Exhibit unless otherwise provided. A reference to this Exhibit
includes a reference to the Attachments and Appendices attached hereto. The entities identified on the lists below shall include any successor entities which may result from a merger with (or demerger from) the entity listed below.

  

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

  

	2.	LIST OF SUPPLIER COMPETITORS. 

The following list of Supplier competitors may be updated upon written agreement of the Parties in accordance with the Contract Change Process.

  

	 	(a)	[****]* 

  

	 	(b)	[****]* 

  

	 	(c)	[****]* 

  

	 	(d)	[****]* 

  

	 	(e)	[****]* 

  

	 	(f)	[****]* 

  

	 	(g)	[****]* 

  

	 	(h)	[****]* 

  

	 	(i)	[****]* 

  

	 	(j)	[****]* 

  

	 	(k)	[****]* 

  

	 	(l)	[****]* 

  

	 	(m)	[****]* 

  

			
	LS&Co. – Exhibit 12 – Competitors		Page 1

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	 	(n)	[****]* 

  

	 	(o)	[****]* 

  

	 	(p)	[****]* 

  

	3.	LIST OF LS&CO. COMPETITORS. 

The following list of competitors of LS&Co. may be updated by LS&Co. from time to time upon notice to Supplier; except that LS&Co.
may provide such a notice only once in each 3-month period. 
  

	 	(a)	[****]* 

  

	 	(b)	[****]* 

  

	 	(c)	[****]* 

  

	 	(d)	[****]* 

  

	 	(e)	[****]* 

  

	 	(f)	[****]* 

  

	 	(g)	[****]* 

  

	 	(h)	[****]* 

  

			
	LS&Co. – Exhibit 12 – Competitors		Page 2

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 MASTER SERVICES AGREEMENT* 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 13 

KEY SUPPLIER PERSONNEL 

 
  

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

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

 TABLE OF CONTENTS 

 

									
	 1.
		 Introduction.
		 	1	  
				
			 1.1
		General		 	1	  
			 1.2
		References		 	1	  
			 1.3
		Definitions		 	1	  
			
	 2.
		 List of Key Supplier Personnel.
		 	1	  

  

									
	LS&Co. – Exhibit 13 – Key Supplier Personnel		Page i

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	1.	INTRODUCTION. 

  

	1.1	General. This Exhibit sets forth the Key Supplier Personnel approved by the Parties. 

  

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

  

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

  

	2.	LIST OF KEY SUPPLIER PERSONNEL. 

  

					
	 No.
	  	 Position
	  	 Name of Initial Person

	1.	  	Global Account Executive Sponsor*	  	[****]*
			
	2.	  	Supplier Governance Executive	  	[****]* (T)
			
	3.	  	Transition Director	  	[****]*
			
	4.	  	Transition Manager - Applications	  	[****]* (T)
			
	5.	  	Transition Manager - Infrastructure	  	[****]*
			
	6.	  	Transition Lead – BPO	  	[****]*
			
	7.	  	Account Delivery Head	  	[****]*
			
	8.	  	BPO Program Lead	  	[****]*
			
	9.	  	Global Human Resources Services Business Process Owner**	  	[****]*
			
	10.	  	Human Resource Services Lead	  	[****]*
			
	11.	  	Human Resource Implementation Lead	  	[****]*
			
	12.	  	Global Finance Services Lead	  	[****]* (T)
			
	13.	  	Global Consumer Relations Service Lead	  	[****]*
			
	14.	  	Global Customer Service Lead	  	[****]*

  

									
	LS&Co. – Exhibit 13 – Key Supplier Personnel	  	Page 1

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	 No.
	  	 Position
	  	 Name of Initial Person

			
	15.	  	Customer Services Implementation Lead	  	[****]*

  

	•	* - [****]* will be committed sufficiently and available to the program and their business stakeholders. He will oversee the entire program. He will not be considered under “Key Supplier Personnel
definition”. 

  

	•	** - [****]* will be the leader for HR Operations with sufficient time commitment to the project as required. He will represent the services at the key Governance meetings and will be the key interface
for the HR Business Leader from LS&Co. He will not be considered under “Key Supplier Personnel definition”. 

  

	•	(T) – Tentative, to be confirmed 

  

									
	LS&Co. – Exhibit 13 – Key Supplier Personnel	  	Page 2

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 MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 14 

APPROVED SUPPLIER AGENTS 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

 TABLE OF CONTENTS 

 

									
	 1.
		Introduction.		 	1	  
				
			1.1		General		 	1	  
			1.2		References		 	1	  
			1.3		Definitions		 	1	  
			
	 2.
		List of Approved Supplier Agents.		 	1	  

  

									
	LS&Co. – Exhibit 14 – Approved Supplier Agents		Page i

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	1.	INTRODUCTION. 

  

	1.1	General. This Exhibit sets forth the Supplier Agents approved by the Parties. 

  

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

  

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

  

	2.	LIST OF APPROVED SUPPLIER AGENTS. 

Supplier to provide details of the subcontractors of Supplier who will be providing a part of the Service. Such subcontractors are subject
to review and approval by LS&Co. in accordance with Section 11.7 of the Agreement. 
  

	 	(a)	Transversal for HR Portal 

  

	 	(b)	Translation.com 

  

	 	(c)	Scanning, Mailroom and doc storage – To be decided 

  

	 	(d)	Workday Contractor – To be Decided 

  

	 	(e)	CompuCom Systems Inc. 

  

	 	(f)	Getronics 

  

									
	LS&Co. – Exhibit 14 – Approved Supplier Agents		Page 1

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MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 15 

NEW SERVICES PROPOSAL 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

 AMENDMENT NO. [●] 

This Amendment No. [●] (“Amendment”), dated [●] (“Amendment Effective Date”) is by and between Levi
Strauss & Co., (“LS&Co.”) and Wipro Limited (“Supplier”) and amends the Master Services Agreement between LS&Co. and Supplier dated November 7, 2014 (“Agreement”). Capitalized
terms not otherwise defined herein shall have the meanings set forth in the Agreement. This Amendment and corresponding Attachments are incorporated into and become a part of the Agreement on the Amendment Effective Date. 

RECITALS 

WHEREAS, the Parties have agreed that Supplier will provide to LS&Co. certain technology, operations, capabilities
and related services that constitute New Services (as defined in the Agreement); and 
 WHEREAS, the Agreement provides
that LS&Co. and Supplier shall execute and deliver an amendment to establish the terms and conditions upon which Supplier shall provide such New Services to LS&Co. 

NOW, THEREFORE, for and in consideration of the agreements set forth below, LS&Co. and Supplier agree
as follows: 
  

	1.	DESCRIPTION OF NEW SERVICES. 

 The
services, functions and responsibilities to be performed by Supplier in connection with the New Services are described in Attachment 1 (Description of Services) to this Amendment. If applicable, such New Services shall be within the
[Insert Service Category]. 
 [Note: Attachment 1 should address: (a) any new Software or Equipment to be
provided by Supplier in connection with the New Services; (b) the Software and Equipment and the run-time requirements, if applicable, necessary to develop and operate any new Software used in connection with the New Services; (c) the
resource requirements necessary in connection with such New Services (including additional Supplier Staff); (d) any existing Software or Equipment included, or to be used, in connection with such New Services; (e) any other requirements
necessary in connection with such New Services; (f) any additional Supplier Service Location(s); and (g) any other information requested by LS&Co.] 
  

	2.	CHARGES. 

 The charges and fees that LS&Co. shall pay Supplier for performing the New
Services are set forth in Attachment 2 (Charges) to this Amendment. Unless otherwise set forth in this Amendment, such charges and fees shall be invoiced to and paid by LS&Co. in accordance with the Agreement. 

  

									
	LS&Co. – Exhibit 15 – New Services Proposal Form		Page 2

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	3.	SERVICE LEVELS. 

 A description of the Service Levels (if any) and
associated measurement and monitoring tools (if any) for the New Service as well as any Service Level Credits is set forth in Attachment 3 (Service Levels) to this Amendment. Service Level Credits shall be payable in accordance with the
Agreement. 
  

	4.	TRANSITION. 

 Supplier shall commence providing the New Services on [Insert
Start Date] and shall conclude its performance of the New Services no later than [Insert Completion Date]. Supplier shall perform all services, functions, and responsibilities necessary to accomplish the transition of the New Services in
accordance with the transition plan set forth in Attachment 4 (Transition Plan) to the Amendment. 
  

	5.	TERMS AND CONDITIONS. 

 The terms and conditions set forth
in the Agreement shall apply to the provision of the New Services by Supplier and the utilization of the New Services by LS&Co. 
 IN
WITNESS WHEREOF, each of LS&Co. and Supplier has caused this Amendment to be signed and delivered by its duly authorized representatives. 

 

					
	 Levi Strauss & Co.
				Wipro Limited
			
					
	 Signature
				Signature
			
					
	 Name
				Name
			
					
	 Title
				Title

  

									
	LS&Co. – Exhibit 15 – New Services Proposal Form		Page 3

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MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 16 

FORM OF LOCAL COUNTRY AGREEMENT 

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CONFIDENTIAL 

EXECUTION VERSION 
  

 FORM OF LOCAL COUNTRY AGREEMENT 

FOR [JURISDICTION] 

This Local Country Agreement for [jurisdiction] (this “Agreement”) is entered into effective [insert date]
(the “Effective Date”) by and between [Affiliate’s full legal name, jurisdiction of organization, principal business address and any other identification required by applicable Law, e.g., registration
number] (“Customer”) and [Supplier in-country Affiliate’s full legal name, jurisdiction of organization, principal business address and any other identification required by applicable Law, e.g.,
registration number] (“Supplier”). 
 WHEREAS, Levi Strauss & Co., a Delaware corporation
(“LS&Co.”), and Wipro Limited, a company formed under the laws of the Republic of India (“Wipro”) are parties to a global Master Services Agreement, dated November 7, 2014 (the “Service
Agreement”);  
 WHEREAS, Customer and Supplier desire to enter into this Agreement as a Local Country Agreement, pursuant to
Section 15.10 of the Service Agreement, with respect to the Services; 
 NOW THEREFORE, in consideration of the mutual promises and
covenants contained herein, and of other good and valid consideration, the receipt and sufficiency of which is hereby acknowledged, Customer and Supplier (collectively, the “Parties” and each, a “Party”) hereby
agree as follows: 
  

	1.	Term, Definitions. The term of this Agreement shall commence on [insert date] (the “Commencement Date”) and continue until any expiration or termination of the Service Agreement, unless
otherwise agreed to by each of Supplier, Customer, LS&Co. and Wipro, respectively, in writing. Capitalized terms used but not defined herein shall have the meanings ascribed to such terms in the Service Agreement 

 

	2.	Services. Commencing on the Commencement Date, Supplier shall provide and perform for Customer the Services in accordance with the Service Levels and other applicable terms and conditions set forth
therein, and as such Services may evolve or be supplemented, enhanced, modified or replaced from time to time during the term of this Agreement. The Services may be provided from other countries or jurisdictions or through third parties, only to the
extent expressly permitted under the Service Agreement. 

  

	3.	Fees. Supplier shall invoice Customer on a monthly basis, and Customer agrees to pay Supplier, in each case, in accordance with the applicable provisions of the Service Agreement. Supplier’s invoices under
this Agreement shall include all fees payable under the Service Agreement for the applicable Services provided to Customer. The Parties’ respective responsibilities for taxes arising under or in connection with this Agreement shall be in
accordance with the applicable provisions of the Service Agreement. 

  

	4.	Data Protection and Privacy. Customer and Supplier hereby acknowledge and agree to be bound by the provisions of the Service Agreement related to data protection and privacy. 

  

									
	LS&Co. – Exhibit 16 – Form of Local Country Agreement		Page 1

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	5.	Dispute Resolution, Governing Law. Customer and Supplier hereby acknowledge and agree to be bound by the provisions of the Service Agreement related to dispute resolution and to be bound by the choice of
law in Section 29.12 of the Service Agreement and to treat the law referred to in Section 29.12 of the Service Agreement as being the law governing this Agreement. 

 

	6.	Precedence. In the event of any conflict between the provisions of this Agreement and the Service Agreement, the Service Agreement shall take precedence. Any amendment, variation or modification to the Service
Agreement will be binding upon each of Customer and Supplier with respect to this Agreement, whether said amendment, variation or modification came into effect before or after the Effective Date. 

 

	7.	Notices. Wherever under this Agreement Supplier or Customer is required or permitted to give written notice to the other, such notice shall be delivered by providing notice to LS&Co. or Wipro, as appropriate,
in accordance with the Service Agreement. 

  

	8.	Counterparts. This Agreement may be executed in several counterparts, all of which taken together shall constitute one single agreement between the Parties hereto. 

 

	9.	Service Agreement Application. Customer and Supplier agree that the Service Agreement shall govern the relationship between Customer and Supplier, and each of Customer and Supplier shall comply with the
applicable terms of the Service Agreement. To the extent that the performance of a Party’s obligation in accordance with the express terms of the Service Agreement would result in that Party violating a local Law of [jurisdiction], the
Parties shall implement that obligation in a manner that: (a) only modifies that obligation to the extent necessary to enable the Party to perform that obligation in accordance with the requirements of the applicable local Law of
[jurisdiction]; and (b) to the extent possible, reflects the original intention of the parties to the Service Agreement with respect to that obligation. 

[The next page is the signature page.] 

  

									
	LS&Co. – Exhibit 16 – Form of Local Country Agreement		Page 2

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 IN WITNESS WHEREOF, the Parties have caused this Agreement to be executed by their respective duly authorized
representatives as of the Effective Date. 
  

					
	[Customer]				[Supplier]
			
					
	 Signature
				Signature
			
					
	 Name
				Name
			
					
	 Title
				Title

  

									
	LS&Co. – Exhibit 16 – Form of Local Country Agreement		Page 3

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MASTER SERVICES AGREEMENT 

BY AND BETWEEN 

LEVI STRAUSS & CO. 

AND 

WIPRO LIMITED 

NOVEMBER 7, 2014 

EXHIBIT 17 

DISASTER RECOVERY PLAN REQUIREMENTS 

 CONFIDENTIAL TREATMENT REQUESTED – REDACTED COPY 

CONFIDENTIAL 

EXECUTION VERSION 
  

 TABLE OF CONTENTS 

 

									
	 1.
		Introduction.		 	1	  
			 1.1
		Purpose		 	1	  
			 1.2
		References		 	1	  
			 1.3
		Definitions		 	1	  
	 2.
		Disaster Recovery Plan Requirements.		 	1	  

  

									
	LS&Co. – Exhibit 17 – Disaster Recovery Plan Requirements		Page i

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	1.	INTRODUCTION. 

  

	1.1	Purpose. This Exhibit describes the minimum disaster recovery arrangements and procedures applicable to each Disaster Recovery Plan to be provided by Supplier pursuant to the Agreement. 

 

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

  

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

  

	2.	DISASTER RECOVERY PLAN REQUIREMENTS. 

The Parties acknowledge and agree that this Exhibit 17 has not been completed as of the Effective Date. Accordingly, the Parties
agree that they shall continue to negotiate and finalize this Exhibit 17 in good faith, with the goal of promptly completing this Exhibit 17 (but in no event later than the end of Knowledge Acquisition) and incorporating the
completed Exhibit 17 into the Agreement. The completed Exhibit 17 shall be incorporated into the Agreement by means of an addenda executed by both Parties, with such completed Exhibit 17 being effective as of the
Effective Date (and without the requirement for additional consideration with respect to the finalization of Exhibit 17 and execution of the addenda). 

  

									
	LS&Co. – Exhibit 17 – Disaster Recovery Plan Requirements		Page 1EXHIBIT 4.1

 

	
Number
   A-
    	
 
    	
Incorporated Under the Laws of the State of Delaware
    	
 
    	
Shares
   -0-
    
	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
Cusip No.
    

 

LIBERTY INTERACTIVE CORPORATION

 

Series A QVC Group Common Stock, par value $.01 per share

 

Specimen Certificate

 

This Certifies that is the owner of FULLY PAID AND NON-ASSESSABLE SHARES OF SERIES A QVC GROUP COMMON STOCK, PAR VALUE $0.01 PER SHARE, OF LIBERTY INTERACTIVE CORPORATION (hereinafter called the “Corporation”) transferable on the books of the Corporation by the holder hereof in person or by duly authorized attorney upon surrender of the Certificate properly endorsed. This Certificate is not valid unless countersigned by the Transfer Agent and registered by the Registrar.

 

Witness, the seal of the Corporation and the signatures of its duly authorized officers.

 

	
Dated:
    	
 
    
	
 
    	
 
    
	
 
    	
Liberty   Interactive Corporation
    
	
 
    	
 
    
	
 
    	
 
    
	
President
    	
Secretary

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