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Sample Business Contracts

Services Agreement [Schedule K-O] - Morgan Stanley Dean Witter & Co. and International Business Machines Corp.

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                                   SCHEDULE K

                              Sample Audit Summary

The following table is a sample audit summary, the form of which shall be
utilized by IBM pursuant to Section 10.2(b) of the Agreement. Each audit summary
provided pursuant to such Section 10.2(b) shall at a minimum contain information
corresponding to the various column headings set forth in the table below.



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                                                     Audit Summary
------------------------------------------------------------------------------------------------------------------------------------
  Area                        Audit Concern                           Recommendation                      Management Response
Reviewed
------------------------------------------------------------------------------------------------------------------------------------
                                                                                           
Billing and    The billing process was not always followed    The billing process needs to be       Billing procedures were reviewed
Accounts       which caused untimely billing. Two concerns    strengthened in order to improve      by the IBM Deputy Project
Receivable     were noted; (1) the billing was delayed, at    controls. Management inspection       Executive and updated to reflect
               least 1 month, on 9% of the invoices           needs to be strengthened to ensure    the recommendation. This concern
               reviewed and (2) credit and rebill             timely and accurate billing.          was also raised at the monthly
               adjustments were processed on the entire                                             managers' meeting. A letter from
               amount of the invoices, instead of partial                                           the IBM Project Executive is
               credits.                                                                             being drafted and will be sent
                                                                                                    to all personnel involved, by
                                                                                                    07/15.
------------------------------------------------------------------------------------------------------------------------------------
Asset          The asset management process was not always    The process needs to be properly      Assets incorrectly recorded are
Management     properly documented or adhered to.  Of the     documented and administered.          currently being corrected.  This
               hardware assets sampled, 3% were                                                     will be completed by 08/31. The
               incorrectly recorded.                                                                asset mgmt. process has been
                                                                                                    updated. The IBM Project
                                                                                                    Executive has appointed a person
                                                                                                    to do reviews on a periodic
                                                                                                    basis to ensure the process is
                                                                                                    being administered correctly.
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Contract       The quality assurance process was not          Quality assurance reviews must be     The process of ensuring a QA
Performance    always followed. Three service offerings       completed for all future offerings.   review is completed prior to
               were signed in 1998 without completing the                                           signings has been communicated
               required quality assurance review.                                                   in a letter from the IBM Project
                                                                                                    Executive to the appropriate
                                                                                                    personnel.
------------------------------------------------------------------------------------------------------------------------------------
Financial      Financial reports/measurements provided to     A process needs to be established     A process for consistent
Management     the Project Executive varied with regard       to ensure consistent financial        financial reports and
               to data, format and timeliness. One            reports and measurements are          measurements will be documented
               department was providing actual revenue        provided,   including revenue and     and communicated. Contract cost
               and cost summaries while another department    cost plan versus actual analysis.     detail reports will be supplied
               was providing plan revenue and cost            Monthly contract cost detail          to the PE monthly. Responsible
               summaries.  Therefore, a consistent            reports should be supplied, for       Manager:  IBM Deputy Project
               detailed plan versus actual analysis was       review and analysis                   Executive. Target Date:  9/15
               not being performed. Also, detailed cost
               reports were not routinely provided for
               review.
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Schedule K to Services Agreement                           MSDW/IBM Confidential
                                      K-1                  Final Execution Copy


<PAGE>


                                                                                            
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Vendor            Process requirements were not followed.     Procurement guidelines need to be      A letter from the IBM Project
Relations and     A purchase order was established by the     enforced and purchase orders owned     Executive was sent to all
Accounts          project office that allowed other IBM       by the project office need to be       personnel on 7/10, to reinforce
Payable           organizations to obtain services from       limited  to project office             commitment to following
                  the vendor without generating their         activities only.  The requirement      procurement guidelines.
                  own purchase order. Also, documentation     to maintain documentation to
                  was not always sufficient to support        support invoice payments needs to
                  invoice payments or demonstrate receipt     be enforced and the receipt of
                  of goods and services.                      goods and services needs to be
                                                              validated.
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Schedule K to Services Agreement                           MSDW/IBM Confidential
                                      K-2                   Final Execution Copy






<PAGE>

                                   SCHEDULE L



                             Certain IBM Competitors


        (a) { * }

        (b) { * }

        (c) { * }

        (d) { * }

        (e) { * }

        (f) { * }

        (g) { * }

        (h) { * }

        (i) { * }

        (j) { * }

        (k) { * }

        (l) { * }

        (m) { * }

        (n) { * }

        (o) { * }

        (p) { * }

        (q) { * }

        (r) { * }

        (s) { * }

        (t) { * }






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Schedule L to Services Agreement                           MSDW/IBM Confidential
                                        L-1                 Final Execution Copy

<PAGE>

                                   SCHEDULE M

                     Certain Leases, Licenses and Contracts


-------------------------------------------------------------------------------------------------------------------
                                                       Leases
-------------------------------------------------------------------------------------------------------------------
    Item       Lessor     Description   Type/         Serial      Monthly      Annual       Lease    Lease
   Number                               Model         Number       Lease       Lease     Expiration  Number
                                                                  Expense     Expense       Date
-------------------------------------------------------------------------------------------------------------------
                                                                             
-------------------------------------------------------------------------------------------------------------------
                                            None as of the Effective Date
-------------------------------------------------------------------------------------------------------------------




-------------------------------------------------------------------------------------------------------------------
                                                      Licenses
-------------------------------------------------------------------------------------------------------------------
     Item       Software            Description           Monthly Licence       Annual         License
    Number    Vendor Name                                   Maintenance         License      Maintenance
                                                             Expiration       Maintenance       Number
                                                                              Expiration
-------------------------------------------------------------------------------------------------------------------
                                                                              
      1       SAS Institute    { * }
-------------------------------------------------------------------------------------------------------------------
      2       SAS Institute    { * }
-------------------------------------------------------------------------------------------------------------------
      3       SAS Institute    { * }
-------------------------------------------------------------------------------------------------------------------
      4       SAS Institute    { * }
-------------------------------------------------------------------------------------------------------------------
      5       SAS Institute    { * }
-------------------------------------------------------------------------------------------------------------------





-------------------------------------------------------------------------------------------------------------------
                                                      Contracts
-------------------------------------------------------------------------------------------------------------------
   Item              Vendor Name                  Description             Monthly        Annual        Contract
  Number                                                                  Expense        Expense        Number
-------------------------------------------------------------------------------------------------------------------
                                                                                        
-------------------------------------------------------------------------------------------------------------------
                                            None as of the Effective Date
-------------------------------------------------------------------------------------------------------------------


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Schedule M to Services Agreement                           MSDW/IBM Confidential
                                       M-1                  Final Execution Copy







<PAGE>

                                   SCHEDULE N

                            International Agreements

Those supplements and other agreements executed by MSDW or an MSDW Affiliate and
IBM (f/k/a Advantis) under that certain International Service Provider
Agreement, between Dean Witter Reynolds, Inc. (an Affiliate of MSDW) and IBM
(f/k/a Advantis), dated March 29, 1995 (such agreement the "ISPA", and such
supplements collectively the "Existing Supplements") shall continue to be
governed by the terms of the ISPA; provided, however, that with respect to the
Existing Supplements, the Parties shall work in good faith to modify the terms
and conditions of the ISPA to be consistent with the terms and conditions of the
Agreement.

For any New Services to be provided internationally to MSDW or MSDW's
Affiliates, the Parties (or the Affiliates of such Parties, if applicable) shall
utilize the form attached to this Schedule N and incorporated by reference
herein (any such agreements for New Services internationally executed after the
Effective Date collectively the "International Services Agreements", and
collectively with the Existing Supplements, the "International Agreements").
Such International Services Agreements are hereby incorporated by this reference
into this Schedule N. Either Party, in its sole discretion, may execute, or
authorize an Affiliate of such Party to execute, International Services
Agreements.

Any amounts paid by MSDW or MSDW's Affiliates for Services provided under any
International Agreements shall be included as part of (a) MSDW Aggregate
Spending, and contribute to MSDW's satisfaction of the Minimum Annual Revenue
Commitment, in accordance with Sections 8.1 and 8.2 of Schedule C; (b) "the
aggregate of all charges incurred for Services", and contribute to the Customer
Surplus Adjustment, in accordance with Section 7.3(a)(ii) of Schedule C; and (c)
"the aggregate of all actual net charges incurred and paid" for purposes of
calculating { * }.














________________________________________________________________________________
Schedule N to Services Agreement                          MSDW/IBM Confidential
                                        N-1               Final Execution Draft

<PAGE>

                                                                   _____________
                                                       ISA Number: _____________

                        INTERNATIONAL SERVICES AGREEMENT

This International Services Agreement (the "International Services Agreement" or
"ISA"), number ________ and dated ____________________ (the "ISA Date"), is
entered into between __________________________, an Affiliate of MSDW, with a
place of business located at __________________________ (the "MSDW Entity"), and
__________________________, an Affiliate of IBM, with a principal place of
business located at __________________________ (the "IBM Entity"). This ISA
hereby incorporates the terms and conditions of that certain Agreement for
Services between MSDW and IBM, dated July 1, 1999. The MSDW Entity and the IBM
Entity may agree upon additional, unique country-specific terms and conditions
as part of this ISA, which terms and conditions shall be set forth in Appendix 1
of this ISA. Capitalized terms not defined in this ISA shall have the meanings
given them in the Agreement.

1.       TERM

         This ISA shall be effective as of the ISA Date specified above and
         shall continue until the earlier of (a) __________, (b) the date that
         the IBM Entity's and the MSDW Entity's obligations under this ISA have
         been fully performed in accordance with this ISA, or (c) termination of
         this ISA by the MSDW Entity for any reason and without cause upon
         thirty (30) days' prior written notice to the IBM Entity subject to the
         termination for convenience charges, if any, specified in Appendix 2 of
         this ISA.

2.       SCOPE OF SERVICES TO BE PROVIDED UNDER THIS ISA

         The IBM Entity shall perform the services, functions and
         responsibilities described in Appendix 1 of this ISA (which is hereby
         incorporated into this ISA by this reference) pursuant to the terms and
         conditions of this ISA.

3.       CHARGES

         The charges for such services, functions and responsibilities shall be
         as described in Appendix 2 of this ISA (which is hereby incorporated
         into this ISA by this reference), subject to Subsections 12.4(b) and
         (e) of the Agreement (as incorporated by reference herein).




MSDW ENTITY                           IBM ENTITY

Entity:_____________________          Entity:___________________

By:_________________________          By:_______________________

Printed:____________________          Printed:__________________

Title:______________________          Title:____________________

Date:_______________________          Date:_____________________






________________________________________________________________________________
Additional Supplement to Amended and Restated            MSDW/IBM Confidential
International Service Provider Agreement        AS-1


<PAGE>
                                                                     ___________
                                                         ISA Number: ___________

                                   APPENDIX 1

[Describe here the services, functions and responsibilities of the IBM Entity
and the MSDW Entity, any Performance Standards, and any unique terms and
conditions applicable to (a) such services, functions and responsibilities, and
(b) foreign countries in which such services, functions and responsibilities may
be provided.]



































________________________________________________________________________________
Appendix 2 to International Services Agreement             MSDW/IBM Confidential
                                     ISA 1-1

<PAGE>
                                                                   _____________
                                                       ISA Number: _____________


                                   APPENDIX 2

[Describe adjustment to charges here, if this Appendix 2 is applicable pursuant
to article 3 of the ISA.]











































________________________________________________________________________________
Appendix 2 to International Services Agreement            MSDW/IBM Confidential
                                     ISA 2-1

<PAGE>


                                   SCHEDULE O

                           Service Delivery Processes

The following table does not necessarily represent all of the Service delivery
processes utilized by IBM to provide the Services. The Parties shall work
together in good faith to compile a complete list of the Service delivery
processes after the Effective Date.



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  Functional Areas      MSDW                  IBM Descriptions                                        Tools/Requirements
                      Processes
                        Cross
                      Reference
------------------------------------------------------------------------------------------------------------------------------------
NEW COMPUTING TECHNOLOGIES
------------------------------------------------------------------------------------------------------------------------------------
                                                                                
S1 Mid-range Platform              Provide Operating System, Database, Security,
Support                            Connectivity, Operational, and other support
                                   for business processes running on mid-range
                                   servers.
------------------------------------------------------------------------------------------------------------------------------------
1 Host to Host                     Connectivity & bi-directional data movement        { * } File transfer software between mainframe
Connectivity                       between distributed hosts leveraging current       and clients, as well as clients to clients,
                                   technologies and { * } and an { * } host           supporting IP, SNA and other protocols - { * }
                                   using { * }, { * } under { * }, and { * }          and { * } Client, { * } node w/{ * } adapter
                                   with the { * } as client and { * } host as         and Y2K date, { * } w/{ * } addresses, IP
                                   server.                                            addresses for { * } connection, { * } Server
                                                                                      software for { * } and client for { * }, { * }
                                                                                      software for { * }, PU defined on { * } w/{ *
                                                                                      } ILU and up to { * } dependant LU's defined.
------------------------------------------------------------------------------------------------------------------------------------
2 Mid-range Security               Automated processes used to monitor, check,        Scripts and packaged tools targeting Unix, NT
                                   and warn of changes to key system security         and mainframe based systems, routers,
                                   files and logs.                                    multiplexors, facility network equipment as
                                                                                      well as web hosted applications Tools { * }
------------------------------------------------------------------------------------------------------------------------------------
3 Mid-range Support -              Manual and automated functions used to define      { * }, Scripts and packaged tools handling
Application                        system resources, modify instance related          data movement on DASD, disk arrays for product
                                   userid's, administer { * } directory               code, instance environment and
                                   structures, define links for { * }, define
                                   databases and initial entries & default
                                   database parameters, deactivate databases,
                                   prune logs, create security reports,
                                   reorganize tables and
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Schedule O to Services Agreement                           MSDW/IBM Confidential
                                       O-1                  Final Execution Copy

<PAGE>


                                                                               
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                                    update statistics, and backup databases.         database. As for software: { * }
------------------------------------------------------------------------------------------------------------------------------------
4 Mid-range Support -               Automated daily backups of file systems,         Midrange Hardware { * } with associated
Backup                              system configuration, & critical system          connectivity to routers { * }
                                    files to both tape and disk.
------------------------------------------------------------------------------------------------------------------------------------
5 Mid-range Support -               Determines whether is system is alive, what      Midrange Hardware with associated connectivity
Network                             run level it's at, { * } subsystem status,       to routers { * } & fast ethernet { * }
                                    if the console is hung or not, SNA
                                    connectivity status and reconnect.
------------------------------------------------------------------------------------------------------------------------------------
6 Mid-range Support -               Check logs for known hardware errors, file       Midrange Hardware with associated connectivity
OS                                  system usage for customer defined limits,        to routers Hardware: { * }
                                    extracts `sar' data and sends it to a web
                                    server for compilation, removes aged trace
                                    files, compares before and after IPL images,
                                    checks bootflag status, verifies mount
                                    points, creates audit/switch files.
------------------------------------------------------------------------------------------------------------------------------------
7 Mid-range Support -               Sends "hold & highlight" messages to the { *     Midrange Hardware Unix and NT scripting tools
Server                              } console, opens INFO tickets as necessary,      and packaged agents, Hardware: { * }
                                    sends informational email to { * } Support
                                    ID, supply `y' input o some scripts, change
                                    & lock/unlock the colops & service
                                    passwords, sends { * } Alerts, reinitializes
                                    the { * } boards, IPL's the servers.
------------------------------------------------------------------------------------------------------------------------------------
8 Mid-range Sys Assur               This process allows us to quickly and            Midrange Hardware Unix and NT scripting tools
Review Del'y                        produce the System Assurance Reports from        and packaged agents{ * }, and an { * } on
                                    { * } output.                                    another system. The system { * } is an { * }
                                                                                     with { * } of RAM. It is using { * }, which is
                                                                                     IBM's Y2K ready OS. The OS is patched with all
                                                                                     { * } patches as of { * }. The network card is
                                                                                     a { * }.
------------------------------------------------------------------------------------------------------------------------------------
9 Test                              Test scripts and functions used for              Hardware: { * }
                                    verification of changes prior to
                                    implementation in production.
------------------------------------------------------------------------------------------------------------------------------------
10 Contingency                      All backup and/or fallback plans required to     See All the Above.
                                    continue operation where possible.
------------------------------------------------------------------------------------------------------------------------------------
SDC PLANNING
------------------------------------------------------------------------------------------------------------------------------------
S2 Change Management                Assist management and staff in the tasks of
Service Delivery                    planning, documenting, coordinating and
Center                              monitoring changes to the Services Delivery
                                    Center's resources.
------------------------------------------------------------------------------------------------------------------------------------
11 Produce weekly                   Process used to create reports used for SDC      { * }
change planning                     Change Planning and Maintenance Window
reports                             Support. Reports provide information
                                    pertaining to change tickets created in the
                                    { * } system. Reports include  [ _ ]
------------------------------------------------------------------------------------------------------------------------------------
12 Change Management                Review Change records opened in the { * }        { * }
Administration                      database by the IBM SDC support groups and
                                    Operations to ensure all required fields
                                    contain valid information and install
                                    instructions. Risk assessment of requested
                                    changes and resolve any scheduling
                                    conflicts. Create IPL and/or POR tickets if
                                    change activity requires one. Create the
                                    weekly Change report to review with the IBM
                                    SDC support groups and Operations. Approve
                                    all tickets that have passed the review
                                    process.
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Schedule O to Services Agreement                           MSDW/IBM Confidential
                                      O-2                   Final Execution Copy

<PAGE>



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DATABASE AND ONLINE SYSTEMS
------------------------------------------------------------------------------------------------------------------------------------
                                                                            
S3 Online Systems                   The product evaluation, software build,
                                    installation, maintenance and problem
                                    determination associated with the { * }
                                    Online Systems and selected { * } Online
                                    Program Products. This support is provided
                                    for all { * } Online Systems operating in
                                    the Service Delivery Center data center
                                    environment.
------------------------------------------------------------------------------------------------------------------------------------
13 User Request        1a           This is the Process of gathering User            { * }
Management                          Requests for changes/additions to { * }
                                    Resources and archiving those requests when
                                    completed. This is either done through a
                                    series of { * } (in the case of some
                                    Customers) or through one of our { * }.
------------------------------------------------------------------------------------------------------------------------------------
14 Software Build      12,28        This process is used by the { * } Build Team     { * }Connectivity { * }
Maintenance                         to identify, create, control, and do initial
                                    testing on { * }. The output of this process
                                    is a set of Load Libraries and Installation
                                    Instructions used by the { * } Support Teams
                                    to install new Maintenance or Releases in
                                    { * }. { * } uses { * } to maintain its
                                    software.
------------------------------------------------------------------------------------------------------------------------------------
15 Software                         This process is used by the { * } Support        { * }
Maintenance                         Teams to install New Releases and/or
                                    Maintenance shipped to them by the { * }
                                    Build Team through the "Software Build
                                    Maintenance" Process. This uses the { * }
                                    provided by { * } Build to accomplish this.
------------------------------------------------------------------------------------------------------------------------------------
16 Configuration       3,5,10,11,   This is the process of various Configuration     { * } Generic Resources (Risk Assess)
Installation           12,15a/b,    Changes made to the { * } Regions. This
                       17,18,28     includes things like { * } Table Changes,
                                    { * } Resource Definition Online (RDO), and
                                    other tuning changes to improve { * }
                                    Performance.
------------------------------------------------------------------------------------------------------------------------------------
17 Component                        This is the process of defining both             { * }
Installation                        Production and Development { * } Regions and
                                    potentially adding the various Product
                                    Components to those Regions. They include
                                    things like { * } among others.
------------------------------------------------------------------------------------------------------------------------------------
18 Problem                          These are the processes used for                 { * }
Notification                        notification and Problem Determination for
                                    { * } System and Application Problems. This
                                    includes things like { * }, problem
                                    management reporting systems.
------------------------------------------------------------------------------------------------------------------------------------
19 Problem                          These are the processes used for                 { * }
Determination                       notification and Problem Determination for
                                    { * } System and Application Problems. This
                                    includes things like { * }, problem
                                    management reporting systems, amongst others.
------------------------------------------------------------------------------------------------------------------------------------
20 Class 1                          This process is the ability to download and      { * }
Contingency                         restore { * } Product Libraries and rebuild
                                    { * } Regions in the advent of a Contingency
                                    at a remote Host. This uses utilities such
                                    as { * } to rebuild the { * } Regions.
------------------------------------------------------------------------------------------------------------------------------------
21 Class 2                          This process is the ability to download and      { * }
Contingency                         restore { * } Product Libraries and rebuild
                                    { * } Regions in the advent of a Contingency
                                    at a remote Host. This uses utilities such
                                    as { * }.
------------------------------------------------------------------------------------------------------------------------------------
22 System              5,14,15a/b,  This is the process of using Various { * }       { * }
Performance            19,21        Tools to do Performance Monitoring and
Monitoring                          Tuning for the { * } Regions. This includes
                                    things like { * } among others.
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Schedule O to Services Agreement                           MSDW/IBM Confidential
                                       O-3                  Final Execution Copy

<PAGE>


                                                                              
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23 Security                           Security is maintained on the { * }              { * }
Management                            subsystems to ensure no unauthorized parties
                                      have access. Checking is done to make sure
                                      no { * }. Dataset profiles are created and
                                      only authorized parties are given access to
                                      these. Authorization { * } groups are
                                      defined and only certain ids are tied to
                                      those groups. This process is { * } today
                                      with a future
------------------------------------------------------------------------------------------------------------------------------------
24 Security                           There are { * } Current Processes in this        { * }
Reporting                             Area to be Tested, though there is a Project
                                      underway to enhance { * } Security
                                      Management.
------------------------------------------------------------------------------------------------------------------------------------
25 Scheduled           8              This is the processes that subsystems { * }      { * }
Maintenance                           Use to archive { * } Output, copy Dump
                                      Datasets, produce Transaction Abend Reports,
                                      load the { * } System Definitions into a { *
                                      } Database and Shut the { * } Regions down.
------------------------------------------------------------------------------------------------------------------------------------
S4 Database Systems                   The product evaluation, software build,
                                      installation, maintenance and problem
                                      determination associated with the { * }
                                      Database Systems and selected { * } Database
                                      Systems Program Products. This support is
                                      provided for all { * } Database Systems
                                      operating in the Service Delivery Center
                                      data center environment.
------------------------------------------------------------------------------------------------------------------------------------
26 User Request        1a             These are the processes used to fulfill user     { * }
Management                            requests related to the Database Systems
                                      platform.
------------------------------------------------------------------------------------------------------------------------------------
27 Software Build                     This is the process used by the Data Base        { * }
Maintenance                           (DB) Build team to create, control and
                                      identify various items that encompass
                                      database systems software and processes
                                      delivered to the Database Systems support
                                      teams. The end result being { * } that
                                      support { * } of software and { * } to
                                      existing software. The software contained in
                                      these packages are from various software
                                      vendors whose products comprise the Database
                                      Platform.
------------------------------------------------------------------------------------------------------------------------------------
28 Software                           These are the processes used by Database         { * }
Installation                          Systems Support to install and maintain the
                                      database platform. This includes the
                                      processes required to prepare and stage
                                      software changes.
------------------------------------------------------------------------------------------------------------------------------------
29 Configuration       3,5,9,10,11,   These processes consist of creating and          { * }
Maintenance            26             changing objects in the database subsystem
                                      necessary for the proper functioning of the
                                      database platform. An example of this is { *
                                      } changes.
------------------------------------------------------------------------------------------------------------------------------------
30 Component                          These are the processes used by the Database     { * }
Installation                          Systems team to build new Database platforms
                                      or add new features.
------------------------------------------------------------------------------------------------------------------------------------
31 Problem                            These are the processes used for                 { * }
Notification                          notification and problem determination
                                      related to the Database platform. This
                                      includes things like; { * } and collection
                                      of { * }.
------------------------------------------------------------------------------------------------------------------------------------
32 Problem                            These are the processes used for                 { * }
Determination                         notification and problem determination
                                      related to the Database platform. This
                                      includes things like; { * } and collection
                                      of { * }.
------------------------------------------------------------------------------------------------------------------------------------
33 Class 1             4,13           These are the processes used to insure the       { * }
Contingency                           smooth transition of subsystem { * }
                                      availability and operations to a remote site
                                      for the customer in the event of a disaster
                                      recovery where the primary { * } subsystems
                                      become unusable locally
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Schedule O to Services Agreement                           MSDW/IBM Confidential
                                      O-4                   Final Execution Copy

<PAGE>


                                                                            
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34 Class 2           4,13           These are the processes used to insure the       { * }
Contingency                         smooth transition of subsystem { * }
                                    availability and operations to a remote site
                                    for the customer in the event of a disaster
                                    recovery where the primary { * } subsystems
                                    become unusable locally.
------------------------------------------------------------------------------------------------------------------------------------
35 System            5,14,26        These are the processes used to monitor the      { * }
Performance                         database platform and notify the database
Monitoring                          systems support team in the event of
                                    unacceptable performance. This includes { *
                                    } and { * }.
------------------------------------------------------------------------------------------------------------------------------------
36 Security          9,26           These are the processes used to secure the       { * }
Management                          database platform which insures no
                                    unauthorized parties have access. This
                                    includes { * } to secure datasets and { * }
                                    objects.
------------------------------------------------------------------------------------------------------------------------------------
37 Security                         These are the processes executed regularly       { * }
Reporting                           to monitor for unauthorized activities
                                    related to the database platform.
------------------------------------------------------------------------------------------------------------------------------------
38 Scheduled         25,26          These are the processes executed regularly       { * }
Maintenance                         to maintain the database platform. These
                                    ensure availability and performance. An
                                    example is, { * } of the database { * }.
------------------------------------------------------------------------------------------------------------------------------------
S5 Messaging                        The product evaluation, software build,
Systems                             installation, maintenance and problem
                                    determination associated with the Mainframe
                                    { * } Messaging Systems and selected { * }
                                    Messaging Systems Program Products. This
                                    support is provided for all Mainframe { * }
                                    Messaging Systems operating in the Service
                                    Delivery Center data center environment.
------------------------------------------------------------------------------------------------------------------------------------
39 User Request      1a,27          This is the Process of gathering User            { * }
Management                          Requests for changes/additions to { * }
                                    Resources and archiving those requests when
                                    completed. This is either done through a
                                    series of { * } Panels (in the case of some
                                    Customers) or through one of our tools. { *
                                    }.
------------------------------------------------------------------------------------------------------------------------------------
40 Software          27             This process is used by the { * } Build Team     { * } Queue Managers.
Build                               to identify, create, control, and do initial
Maintenance                         testing on { * }. The output of this process
                                    is a set of Load Libraries and Installation
                                    Instructions used by the { * } Support Team
                                    to install new Maintenance or Releases in {
                                    * }. { * } uses { * } to maintain it's
                                    software
------------------------------------------------------------------------------------------------------------------------------------
41 Software          27             This process is used by the { * } Support        { * }
Maintenance                         Team to install New Releases and/or
                                    Maintenance shipped to them by the { * }
                                    Build Team through the "Software Build
                                    Maintenance" Process. This uses the
                                    LoadLib's and Installation Instructions
                                    provided by { * } the Build process to
                                    accomplish this.
------------------------------------------------------------------------------------------------------------------------------------
42 Configuration     3,5,11,27      This process is used by the { * } Support        { * } Queue Manager, { * }
Installation                        Teams to make configuration changes to { * }
                                    Subsystems. This includes things like { * },
                                    among others.
------------------------------------------------------------------------------------------------------------------------------------
43 Component         27             This process is used by the { * } Support        { * }
Installation                        Teams to build new { * } Subsystems and add
                                    unique features/products to the { * }
                                    Subsystems.
------------------------------------------------------------------------------------------------------------------------------------
44 Problem           27             These are the processes used for                 { * }Queue Manager
Notification                        notification and Problem Determination for {
                                    * } System and Application Problems. This
                                    includes things like { * } among others.
------------------------------------------------------------------------------------------------------------------------------------


Schedule O to Services Agreement                           MSDW/IBM Confidential
                                      O-5                   Final Execution Copy

<PAGE>


------------------------------------------------------------------------------------------------------------------------------------
                                                                                                       
45 Problem Determination              27              These are the processes used for notification and         { * } Queue Manager
                                                      Problem Determination for { * } System and
                                                      Application Problems. This includes things like
                                                      { * } among others.
------------------------------------------------------------------------------------------------------------------------------------
46 Class 1 Contingency                27              This process is the ability to download and restore       { * }
                                                      { * } Product Libraries and rebuild { * }
                                                      Subsystems in the advent of a Contingency at a
                                                      remote Host. This uses utilities such as { * } to
                                                      Dump and Restore those Datasets, { * } to gather
                                                      { * } Definitions, { * } to transmit them to the
                                                      remote Host, and rebuild the { * } Subsystems.
------------------------------------------------------------------------------------------------------------------------------------
47 Class 2 Contingency                27              This process is the ability to download and restore       { * }
                                                      { * } Product Libraries and rebuild { * }
                                                      Subsystems in the advent of a Contingency at a
                                                      remote Host. This uses utilities such as { * } to
                                                      Dump and Restore those Datasets, { * } to gather
                                                      { * } Definitions, { * } to transmit them to the
                                                      remote Host, and rebuild the { * } Subsystems.

------------------------------------------------------------------------------------------------------------------------------------
48 System Performance                 5,14,27         This is the process of using a IGS Job to reset the       { * } Queue Manager
Monitoring                                            { * } Initial Channels as needed by the various
                                                      { * } Applications.
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49 Security Management                27              Security is maintained on the { * } subsystems to         { * }
                                                      ensure no unauthorized parties have access.
                                                      Checking is done to make sure no { * }. Dataset
                                                      profiles are created and only authorized parties
                                                      are given access to these. { * } groups are defined
                                                      and only certain ids are tied to those groups. This
                                                      process is { * } today with a future Process being
                                                      looked at to { * } this.
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50 Security Reporting                 27              This is the Process of Listing the Various { * }          { * }
                                                      Profiles (both dataset and system) that control the
                                                      execution of { * } and the protection of { * }
                                                      Messages.
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51 Scheduled Maintenance              27              These the Standard { * } Contingency Jobs that            { * }
                                                      backup { * } Subsystems.
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S6 Application Services                               The installation, maintenance and problem
                                                      determination associated with various Application
                                                      Services offered in the Service Delivery Center
                                                      data center environment. This support is provided
                                                      for the Global Business Systems, Network
                                                      Connectivity Systems, { * } and general
                                                      Environments operating in the Service Delivery
                                                      Center data center environment.
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52 User Request Management            1a              This the process of our Value Added Network Teams
                                                      to process input requests from the Application            { * }
                                                      Development Teams and generate Application JCL.

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53 Software Maintenance                               This process is the ability of our Application            { * }
                                                      Support Teams to install Maintenance and/or new
                                                      Releases of the Applications that they support.
                                                      This input to this is generally { * } and { * }
                                                      provided to those teams by the Application Support
                                                      Groups.
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54 Configuration Installation                         This process is the ability of the various                { * }
                                                      Application Teams to add Configurable Items to
                                                      those Various Applications. This includes things
                                                      like { * } and additions/ changes/deletions from
                                                      the { * } other applications.
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55 Component Installation                             This is the Process of using a JCL Generator to add       { * }
                                                      components to the { * } and { * } Applications in
                                                      the Value Added Network environments.
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56 Problem Notification                               This are the Tools and Processes needed to do            { * }
                                                      Problem Determination in the Applications that we
                                                      support. Since most of those Applications run on a
                                                      common { * } Platform these Teams also use some of
                                                      the same Tools/Methods used by the Online Systems
                                                      Problem Determination to do their Jobs and as such
                                                      those were not re-tested by these Teams.
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57 Problem Determination                              This are the Tools and Processes needed to do            { * }
                                                      Problem Determination in the Applications that we
                                                      support. Since most of those Applications run on a
                                                      common { * } Platform these Teams also use some of
                                                      the same Tools/Methods used by the Online Systems
                                                      Problem Determination to do their Jobs and as such
                                                      those were not re-tested by these Teams.
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58 Class 1 Contingency                                This process is the ability to download and restore      { * }, IBM Utilities
                                                      Application Product Libraries and rebuild { * }
                                                      Regions and Applications in the advent of a
                                                      Contingency at a remote Host. This uses utilities
                                                      such as { * } to Dump and Restore those Datasets,
                                                      { * } to transmit them to the remote Host, and
                                                      rebuild the { * } Regions along with their
                                                      Applications.
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59 Class 2 Contingency                                This process is the ability to download and restore      { * }, IBM Utilities
                                                      Application Product Libraries and rebuild { * }
                                                      Regions and Applications in the advent of a
                                                      Contingency at a remote Host. This uses utilities
                                                      such as { * } to Dump and Restore those Datasets,
                                                      { * } to transmit them to the remote Host, and
                                                      rebuild the { * } Regions along with their
                                                      Applications.
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60 System Performance Monitoring                      These are the Processes used for Automated               { * }
                                                      Monitoring and Alerting of Problems within the
                                                      Supported Applications.
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61 Security Management                                Security is maintained for our Applications to           n/a
                                                      ensure no unauthorized parties have access.
                                                      Checking is done to make sure no { * }. Dataset
                                                      profiles are created and only authorized parties
                                                      are given access to these. { * } groups are defined
                                                      and only certain ids are tied to those groups. This
                                                      process is done { * } today with a future Process
                                                      being looked at to { * }.
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62 Security Reporting                                 There are { * } Current Processes in this Area to        n/a
                                                      be Tested, though there is a Project underway
                                                      { * }.
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63 Scheduled Maintenance                              These are the Processes/Jobs used by the
                                                      Application Support Teams to do Daily Backups and
                                                      Maintenance on the Application Datasets. Since
                                                      these Applications are { * } based on a common
                                                      platform they also use some of the Same Processes
                                                      as the Online Systems Scheduled Maintenance and
                                                      since those have already been tested these Teams
                                                      did not duplicate those tests.
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SDC HARDWARE MANAGEMENT
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S7 DASD Storage Services                              This service provides the technical infrastructure
                                                      including both DASD (Direct Access Storage Device)
                                                      hardware and Storage software to support IBM
                                                      Platform and Customer Application Data storage
                                                      requirements. These processes ultimately maintain
                                                      adequate capacity resources in support of IPS
                                                      services.
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64 Receive user requests for space    55,53a          User requests are received via e-mail. { * }. These      { * }
                                                      notes are reviewed by the ({ * }) department and
                                                      then dispersed to the group for processing.

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65 Storage pool monitoring -          71,64           This process is a vendor supplied software package       { * }
Vantage({ * })                                        that scans dasd and gathers space allocation
                                                      percentages. This is a started task and runs on one
                                                      system in a shared dasd complex. Scans of dasd are
                                                      done on regular { * } basis. Dataset information is
                                                      obtained { * } or by command if needed.
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66 Threshold processing and           71,64           This process is controlled by set figures,               { * }
notification - Vantage({ * })                         percentages, that when a certain threshold has been
                                                      exceeded, a { * } notification is done and an entry
                                                      is placed in a dataset that is monitored by the
                                                      Storage Administration group. If a pool has
                                                      exceeded the threshold for more than { * }, a WTO
                                                      is sent to operations to have Storage
                                                      Administration { * }.
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67 Allocate datasets ({ * })          63,64           This process will have batch jobs allocate datasets      { * }
                                                      using a vendor supplied process, { * }, IBM's { * }
                                                      processing and regular { * } allocations. A batch
                                                      job will also be submitted to execute the code that
                                                      { * } does to keep the job from abending from a
                                                      { * } abend.
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68 Alter and activate new { * }       54,58,68,64     This process will include a modification done to         { * }
routines - { * }                                      the { * } routines for space management{ * }. The
                                                      routines will then be translated, verified and
                                                      activated into the running system. Test will also
                                                      be done to make sure the changes done work as
                                                      designed.
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69 Full dump/restore                                  This process consists of using tools { * } to dump       { * }
                                                      { * } DASD volumes to tape and restoring either the
                                                      { * } DASD volume, or one or more selected datasets
                                                      back to disk.
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70 Primary space management - { * }   71,64,90        This process is the function that where { * }            { * }
                                                      migrates datasets from volumes by { * } management
                                                      criteria or define { * } parms in { * }.
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71 Recall migrated datasets - { * }   71,64           This process will have a batch job reference a           { * }
                                                      dataset that is migrated and verify that the
                                                      dataset is recalled. A { * } recall command will
                                                      also be issued to verify that a migrated dataset
                                                      will be recalled.
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72 Execute { * }                                      This process is part of the { * } software and is        { * }
                                                      just a parm used to collect information via control
                                                      cards
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73 Maintain { * } - { * }                             This process consists of using space management          { * }
                                                      software { * } to set up, monitor, communicate
                                                      with, query, and perform maintenance functions such
                                                      as { * } DASD subsystems.
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74 Problem & Change management                        Department changes are entered into the { * }            { * }
                                                      database on { * }. These changes are subject to
                                                      review by the Change Management Group. These are
                                                      reviewed and a determination is made to allow or
                                                      reject the activity for the upcoming change window.
                                                      Problem management tickets are handled as they are
                                                      opened. Support group(s) corrects the problem and
                                                      the problem record is then updated.
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75 { * } Backup and recycle           71              This process consists of verifying that the backup       { * }
functions                                             versions of files that { * } were has created
                                                      expire properly based on the values used when they
                                                      were
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                                                      created, and verifying that the recycle function,
                                                      which { * } tapes by { * } to new tapes, is also
                                                      working properly.
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76 Execute Snapshot                                   This process consists of using the { * }) products       { * }
                                                      to copy data within { * }) DASD subsystems. This
                                                      copy can be from either the "Live" volumes to the
                                                      backup ({ * }) volumes (SnapShot Backup) to create
                                                      a copy of the live data, or from the backup ({ * })
                                                      volumes to the "Live" volume (SnapShot Restore) to
                                                      restore the data.
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S8 Hardware Config Services                           This service provides the ordering, shipping,
                                                      installation, and configuration of Hardware in
                                                      support of IPS services.
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77 Receive user req for config                        User requests are received via e-mail { * }. These       { * }
changes ({ * }                                        notes are reviewed by the  department manager and
                                                      then dispersed to the group for processing
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78 Alter { * } gens                                   { * } is an panel driven application used to create      { * }
                                                      new system gens. These system gen's are then loaded
                                                      out to the processor to be installed at boot-up
                                                      { * } time or via a dynamic activation { * }.
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79 Dynamic activate of new gens                       Dynamic Activation of new system gens is the             { * }
                                                      process of installing a { * } without { * }. The
                                                      HSA (hardware storage area) is updated with the new
                                                      configuration and takes affect immediately. This is
                                                      only a temporary change until the next { * } of the
                                                      processor implements the change on a permanent
                                                      basis.
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80 Promoting IODEF's to production                    Promoting IODF's to production is the process of         { * }
                                                      exporting and/ or importing an IODF (I/O Definition
                                                      file) from one host to another host. An IODF file
                                                      is a vsam file which contains the system
                                                      configuration definitions and is the output from
                                                      HCD listed above.
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81 Block/Unblock ports on ESCON                       Escon directors are hardware switches which allow        { * }
directors                                             multiple hosts to communicate to the same device or
                                                      devices. These switches are controlled by a PC and
                                                      are also accessible via a host application called
                                                      { * }. Blocking a port on the escon switch, disables
                                                      a host or multiple hosts from a device. Unblocking
                                                      a port enables a host or multiple host to a device.
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82 Update processor profiles (HMC)                    HMC is the Hardware Management Console which             Access to Hardware
                                                      controls the processors in a datacenter. { * } are       Mgt. Console
                                                      carried out via the HMC. Each processor has a
                                                      profile defined on the HMC which defines the
                                                      processor. Hardware modifications are made via the
                                                      profile.
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83 Problem & Change Management                        Hardware configuration changes are entered into the      { * }
                                                      NPCA database on { * }. These changes are subject
                                                      to review by the Change Management Group. These are
                                                      reviewed and a determination is made to allow or
                                                      reject the activity for the upcoming change window.
                                                      Problem management tickets are handled as they are
                                                      opened. Hardware Configuration corrects the problem
                                                      and the problem record is then updated.
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84 HMC functionality during                           HMC is the Hardware Management Console which             Access to Hardware
                                                      controls the processors in a                             Mgt. Console
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IPLs &  PORs                                          datacenter. { * } are carried out via the HMC. The
                                                      HMC will be advanced to the year 2000 and normal
                                                      day to day processes will be tested.
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85 Sysplex timers                     16              Sysplex timers are a hardware device that sets the       { * }
                                                      clock on a processor and continuously monitors the
                                                      time checking for any fluctuations. A lab
                                                      environment exists where we will advance the timer
                                                      to year end and verify the timer functions
                                                      properly.
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S9 Contingency Services                               This service provides for the IPS Contingency or
                                                      Disaster recovery process which are outlined in
                                                      Contingency Bulletins manuals. Customers can select
                                                      ({ * }) recovery classes of service, set-up back-up
                                                      and recovery routines and document via the A.C.P.
                                                      (Application Contingency Plan) system. IBM provides
                                                      a recovered software platform and schedules
                                                      periodic tests.
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86 Receive user requests for tests    84a             User requests are received via e-mail Lotus Notes.       { * }
                                                      These notes are reviewed by the department and then
                                                      dispersed to the group for processing.
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87 ACP mismatch reporting                             This process produces reports containing a list of       { * } snapshot, { * }
                                                      tapes that match the { * } and a list of tapes in
                                                      the { * } that do not match the current { * } and
                                                      { * } entries.
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88 Contingency tape pull process                      This process produces reports containing a list of       { * } snapshot, { * }
                                                      tapes that match the customers { * } to be pulled
                                                      and shipped for a { * } and a list of tapes in the
                                                      { * } that do not match the current { * } and { * }
                                                      entries that will not be pulled and shipped for a
                                                      Contingency Test.
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89 ACP Bookmanager builds                             This process allows Customers to enter data into         { * } snapshot, { * }
                                                      their Application Contingency Plans and also
                                                      provides the mechanism to transfer the Customer's
                                                      data to the Contingency Planning Bookshelf, within
                                                      { * } and our { * } database.
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90 Problem & Change Management                        Department changes are entered into the { * }            { * }
                                                      database on { * }. These changes are subject to
                                                      review by the Change Management Group. These are
                                                      reviewed and a determination is made to allow or
                                                      reject the activity for the upcoming change window.
                                                      Problem management tickets are handled as they are
                                                      opened. Support group(s) corrects the problem and
                                                      the problem record is then updated.
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S10 Tape Services                                     This service provides the technical infrastructure       See Data Center Tape
                                                      including both { * } hardware and { * } software to      Operations Tools.
                                                      support IBM Platform and Customer Application Data
                                                      Tape storage requirements.
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91 Mount tapes as requested by                        Operators view mount requests { * }. Operator will
customers ({ * } routines)                            notate volser on { * } and retrieve specified
                                                      volser from the racks of the specified library.
                                                      Operator inserts tape into drive specified on the
                                                      { * }. Tape is removed from the drive after use and
                                                      placed in the assigned staging rack to be filed
                                                      back into the library racks.
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92 Create scratch lists                               The process of pulling available tapes for use as
                                                      scratch in tape processing. Process begins by
                                                      producing a listing of available scratch tapes
                                                      using { * } Tape Panel functions. Using the report,
                                                      scratch tapes are pulled from the racks by matching
                                                      { * } with the { * }. The pulled tapes are { * }
                                                      which are then placed in the designated area for
                                                      the library.
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93 Create vault lists                        Process begins by producing a listing of tapes,
                                             via { * } panels, that are designated to be sent
                                             off-site for a specified amount of time. Operator
                                             matches the { * } with { * } in the specified
                                             library racks and pulls the tape. Once listing
                                             has been completed pulled, the tapes are placed
                                             in { * } provided by { * }. A { * } used to { * }
                                             is sent with { * } as well as a { * } tapes
                                             designated to { * } the next day. When tapes are
                                             sent back from the vault as designated by the
                                             { * }, the operator { * } by { * } in the boxes
                                             with that of the { * }. Tapes are then filed into
                                             assigned slots for specified library.
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94 Synchronize automated                     { * } and { * } jobs are run on complexes that
libraries (scratch, etc)                     use { * } and have { * }. These jobs take the
                                             current { * } scratch list and upload this list
                                             to the { * } library manger. This is to { * } as
                                             to which volsers are scratches.
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95 Move tapes in and out                     Process begins by producing { * }, via { * }
of the data centers to                       panels, that are designated to be { * } for a
off site vaults                              specified amount of time.  Operator matches { * }
                                             with the { * } in the specified library racks and
                                             { * }. Once { * }, the tapes are { * } provided
                                             by { * }. A copy of the { * } is sent { * } as
                                             well as a copy of { * } designated to come back
                                             from { * }. When tapes { * } as designated by the
                                             { * }, the operator { * } by matching the { * }
                                             with that of the { * }. Tapes are then { * } for
                                             specified library.
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96 Receive and send out                      Operator retrieves tape from { * }. Tapes are then
tapes to other                               checked into the tape operations system using the
installations                                { * }. Tapes are { * } as required.
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97 Track VTS performance                     { * } records are cut on all of the systems that
                                             have { * } subsystems running on them. The { * }
                                             records are then transmitted to { * } and loaded
                                             into the {* } database for { * } review.
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98 Problem & Change                          Department changes are entered into the { * }
Management                                   database on { * }. These changes are subject to
                                             review by the Change Management Group. These are
                                             reviewed and a determination is made to allow or
                                             reject the activity for the upcoming change
                                             window. Problem management tickets are handled as
                                             they are opened. Support group(s) corrects the
                                             problem and the problem record is then updated.
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99 Tape abend tracking                       Info tickets are opened whenever { * }, these
procedures                                   tickets are reviewed { * }  and placed in a
                                             database for error trending.  They are also sent
                                             to IBM-CE's and datacenter operations on a { * }
                                             basis.
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100 Bad tape removal                         Tapes are flagged as having errors via several
procedures                                   methods: { * }. Operator checks the { * } database
                                             to verify if designated tape is in scratch status
                                             or is live. Tapes that are in scratch status are
                                             { * }. Operator updates { * } database to put
                                             designated volser in { * }. Operator removes the
                                             external label from the { * } and affixes the
                                             label to a { * }. The tape is then initialized
                                             via the { * } panels which { * } database. After
                                             the tape has been verified it is { * } for use in
                                             processing. If a tape is live, the programmer or
                                             support group will { * } so that { * }. Once { * }
                                             or support groups gives the OK, the tape is { * }
                                             using the
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                                             above procedures. (see related processes for
                                             initialization and verification)
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101 Electronic vaulting                      { * } database driven tool to transmit the
({ * } base)                                 updated { * } picking, distribution, and
                                             inventory reports to the { * }. This tool is
                                             also used to { * } via the { * } process.
                                             Process is used in both the { * } and { * }
                                             sites.
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102 Tape support options                     Panels are available with various tape cartridge
panel                                        information such as { * }.
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103 { * } product                            This product is currently only being used to
                                             move tape files from { * } into { * } to allow us
                                             to discontinue { * }. For now it is only available
                                             on { * } systems. { * } support is coming later.
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104 Library Manager for                      One of the disco'd { * } in { * } will be
the { * } and { * }                          connected to the { * } lpar and tested for Y2K
                                             compatibility.
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S11 Cap Plan and Perf                        This service provides the technical infrastructure
Services                                     to adequately monitor SYSTEMS performance which
                                             can include CPU, DASD I/O and Tape I/O. These
                                             processes ultimately maintain adequate capacity
                                             resources in support of IPS services.
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105 Receive user requests                    User requests are received via e-mail { * }. These     { * }
({ * })                                      ntes are reviewed by the department and then
                                             dispersed to the group for processing.
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106 Set { * }, { * } to                      Parameters The { * } and { * } are members             { * }
alter performance settings                   contained in { * } that are used to control the
                                             performance group and dispatch priorities of
                                             workload on the host system. Changes to alter
                                             the performance settings are done by using { * }
                                             to editing the appropriate { * } or { * } member
                                             then issuing an { * } command to activate the
                                             change.
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107 SLA monitoring &        5,20             The SLA Monitoring and Reporting process is used       { * }
reporting                                    to gather and report on data detailing the
                                             processor service that measured jobs receive.
                                             { * } data is used as input, collected in a { * }
                                             database, and then a series of { * } reports are
                                             run to summarize the data various ways. The
                                             reports are:
                                             [X] SLA Compliance for All Customers: By Host
                                             [X] Consolidated Class of Service Report for All
                                                 Systems: By Customer
                                             [X] Service Levels: By Group, Type, Class, Month
                                             [X] Service Levels: By Sysid, Type, Class, Month
                                             The reported service levels are then compared
                                             against the objectives set forth in the contract
                                             to determine compl
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108 Collect and report      87               The SLA Monitoring and Reporting process is used       { * }
System & { * } performance                   to gather and report on data detailing the
data                                         processor service that measured jobs receive.
                                             { * } data is used as input, collected in a { * }
                                             database, and then a series of { * } reports are
                                             run to summarize the data various ways. The
                                             reports are:
                                             [X] SLA Compliance for All Customers: By Host
                                             [X] Consolidated Class of Service Report for All
                                                 Systems: By Customer
                                             [X] Service Levels: By Group, Type, Class, Month
                                             [X] Service Levels: By Sysid, Type, Class, Month
                                             The reported service levels are then compared
                                             against the objectives set forth in
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                                             the contract to determine compliance.
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109 Host Capacity           69               The method in which { * } data is downloaded into      Workstation, { * } data fed into
trend analysis                               LOTUS 123 spreadsheets, { * } is done against the      Lotus spreadsheet
                                             data, and Lotus Freelance charts are produced
                                             showing { * }.  In addition, { * } projections
                                             provided by the customer in the form of { * } may
                                             be factored into the spreadsheet calculations.
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110 Load balancing/Host     69               The process by which workload (Jobs, Started Tasks,    Workstation, { * } data fed into
upgrade workload analysis                    CICS Regions) are analyzed to determine whether or     Lotus Spreadsheet, { * } for
& movement                                   not they can be moved to an alternate host in a        change records
                                             shared DASD environment to support an { * } due to
                                             a { * }. Using workload and host projections
                                             derived from the "Host Capacity Trend Analysis",
                                             it can be determined whether or not { * } on an
                                             { * }. Scheduling of { * } is coordinated with
                                             operations via the standard NPCA change control
                                             process.
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SYSTEMS SOFTWARE
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S12 S/390 Sys Software                       The product evaluation, software build,
Support                                      installation, maintenance and problem determination
                                             associated with the Operating System and selected
                                             Program Products in an MVS environment. This
                                             support is provided for all MVS systems operating
                                             in the Service Delivery Center data center
                                             environment.
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111 Problem Notification                     When problems occur the Problem Notification Process   { * },Telephone, { * }
Premier MVS                                  { * } using { * } that are integrated with { * } and
                                             { * }. The purpose of the Problem Notification
                                             process is to provide immediate attention to
                                             problems.
                                             The Problem Notification process consists of the
                                             following steps:
                                             [_]  Update { * } with { * }, such as { * } and so
                                             on.
                                             [_]  System management tools, monitoring utilities,
                                             or operations { * } a possible problem.
                                             [_]  Support staff update, assign, and close problem
                                             tickets in { * } database.
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112 Problem Notification                     When problems occur the Problem Notification process   { * }
Program Products                             { * } using { * } that are integrated with { * } and
                                             { * }. The purpose of the Problem Notification
                                             process is to provide immediate attention to
                                             problems.
                                             The Problem Notification process consists of the
                                             following steps:
                                                 .  Update { * } with { * }, such as { * } and so
                                                 on.
                                                 .  System management tools, monitoring utilities,
                                                 or operations { * } a possible problem.
                                                 .  Support staff update, assign, and close
                                                 problem tickets in { * } database
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113 Problem Notification                     Perform Testing of the following INFO Database         { * }
Commercial MVS                               Functions:
                                             1.) Test the ability to { * } of possible platform
                                             product error.
                                             2.) Test the ability to create & schedule a { * }.
                                             3.) Test the ability to look up and access SUPREC's
                                             for notifying support groups.
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114 Problem Determination   57               The purpose of the Problem Determination process is    { * }
Premier MVS                                  to establish an ongoing process of resolving
                                             problems. The objective is to minimize the impact of
                                             problems affecting services and optimize the time
                                             and effort spent in problem solving. The Problem
                                             Determination process identifies the source of a
                                             problem at a level sufficient to enable corrective
                                             action. Several tools and methods are used in the
                                             process:
                                             [X] Viewing of { * }.
                                             [X] Using { * } and { * } sessions.
                                             [X] Transmission of problem documentation and dumps
                                             using { * } and { * }.
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115 Problem Determination                    The purpose of the Problem Determination process is    { * }
Program Products                             to establish an ongoing process of resolving
                                             problems. The objective is to minimize the impact
                                             of problems affecting services and optimize the
                                             time and effort spent in problem solving. The
                                             Problem Determination process identifies the source
                                             of a problem at a level sufficient to enable
                                             corrective action. Several tools and methods are
                                             used in the process:
                                                  .  Viewing of { * }.
                                                  .  Using { * } and/or { * } sessions.
                                                  .  Transmission of problem documentation and
                                                  dumps using { * } and { * }.
                                                  .  Vendor technical support phone access
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116 Problem Determination   57               Analyze software problems to determine cause and       { * }
Commercial MVS                               correction using the following products.
                                             1.) Test the capability of transmitting problem
                                             documentation, dumps using the following tools.
                                             ({ * }).
                                             2.) Test the ability to setup { * } session between
                                             2 parties.
                                             3.) Verify access to { * } from Y2K during testing
                                             dates.
                                             4.) Test the ability to access online documentation
                                             using { * } on a Y2K system.
                                             5.) Verify { * } is Y2K compliant with the vendor.
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117 Build and Package                        The process is defined as the ability to use { * }     { * }
Software Maintenance -                       to receive apply, and accept IBM software on an MVS
MVS                                          platform.
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118 Build and Package                        The process of building and packaging software         { * }
Software Maintenance -                       maintenance consists of { * }, customizing the { * }
PC&I                                         according to { * }.  The process also includes the
                                             creation and testing of the { * } required to roll
                                             the { * } to a { * } if necessary.
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119 Implementation of       49,50            { * } typically distributes software upgrades and      { * }
Software Maintenance -                       maintenance via { * } volume replacements. This
PREM                                         process is implemented when there are many { * },
                                             when { * } is installed, or if a change requires
                                             { * }. The process involves creating a new { * }
                                             from which to { * }, leaving the current { * } as
                                             the contingency for any {
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                                             * }, { * } is the product generally used to install
                                             software upgrades and maintenance, however some OEM
                                             products use module replacement as an alternative
                                             method. In these cases individual { * } libraries
                                             are updated according to installation instructions.
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120 Implementation of                        This process consists of receiving Software packages   { * }
Software Maintenance -                       from the PC&I group to install software maintenance.
PROD                                             .  Notification of package readiness (via { * })
                                                 .  Access to install documentation ({ * }).
                                                 .  Use { * } ({ * },for example) to install new
                                                 software.
                                                 .  Implement new software product passwords when
                                                 required.
                                             Follow the implementation instructions received from
                                             PC&I which will vary from product to product.
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121 Implementation of       49,50            Perform the implementation of packaged software        { * }
Software Maintenance -                       by successfully executing the { * } process to
COMM                                         implement new { * } for individual fixes and system
                                             integrity.
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122 Build and Package                        The process of building and packaging new software     { * }
New Software Releases -                      releases consists of { * }, usually { * },
MVS                                          installing { * } on a { * }, customizing the { * }
                                             according to { * }. The process also includes the
                                             { * } of the { * } required to roll the { * } to a
                                             { * } if necessary.
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123 Build and Package                        Provide the ability to build and install a new         { * }
New Software Releases -                      release of the operating system, and Third Party
Prod                                         products, In order to provide a stable system
                                             environment, which has the ability to effectively
                                             support the client business. This process consists
                                             of the ability to { * } new { * } for the delivery
                                             to the MVS Support groups.
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124 Implementation of                        { * } typically distributes software upgrades and      { * }
New Software Releases -                      maintenance via { * } volume replacements. This
Prem                                         process is implemented when there are { * }, when
                                             { * }, or if a change requires { * }. The process
                                             involves creating a new { * } volume from which to
                                             { * }, leaving the current { * } volume as the
                                             { * } for any { * }.
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125 Implementation of                        This process consists of receiving Software            { * }application{ * }
New Software Releases -                      packages from the PC&I group to install new
Prod                                         software releases.
                                                 .  Notification of package readiness (via
                                                 { * })
                                                 .  Access to install documentation ({ * }
                                                 or { * }).
                                                 .  Use { * } ({ * example) to install new
                                                 software.
                                                 .  Implement new software product passwords
                                                 when required.
                                             Follow the implementation instructions received from
                                             PC&I which will vary from product
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126 Implementation of                        Production implementation of packaged software. The    { * }
New Software Releases -                      capability of accessing install package information
Comm                                         that may be located in { * }. Perform the testing of
                                             production packaged software, by building new { * }
                                             and running jobs that update to the new { * }S
                                             successfully. (The successful execution of { * } jobs
                                             that update the { * }.
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127 Contingency Platform Build      88             The process of building a Contingency Platform     { * } or { * }.
                                                   consists of restoring the MVS platform from
                                                   production backup data sets to contingency
                                                   DASD volumes. The contingency host is then
                                                   { * } from { * }.
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128 Change Request Processing                      To provide the ability to implement system         { * }
- Build                                            software changes on an Operating system that
                                                   will effectively support and maintain the client
                                                   production environment. This process will verify
                                                   the ability to effectively deliver changes to
                                                   the Production environment, with minimal
                                                   disruption and impact to the client.
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129 Change Request Processing                      Perform the successful building / changing of      { * }
- Platform Prod                                    JCL statements in Job/Procs/Logons or Rexx,
                                                   Clist creation / alteration for production.
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130 Change Request Processing                      The Change Request Process is used to identify,    { * }
- PREMMVS                                          evaluate, and coordinate required changes. The
                                                   Change Request Process is a series of steps for
                                                   providing the customer with maximum system
                                                   stability and availability. The steps in the
                                                   change request process are:

                                                   . Initiation - A change request is sent via
                                                   e-mail to { * } using { * }.

                                                   . Review - The { * } request is reviewed and an
                                                   { * } change ticket is created.

                                                   . Scheduling - The change ticket is scheduled for
                                                   { * }.

                                                   . Approval - The change ticket is reviewed by
                                                   change management and is approved.

                                                   . Implementation - Standard methodologies are
                                                   used to implement the change. The change ticket
                                                   is closed with appropriate completion code.

                                                   . Follow-up/Reporting - { * } and { * } reports
                                                   review changes that have been implemented.

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131 Change Request Processing                      Define and Communicate Program Product Change      { * }
PC & I                                             This process consists of a series of steps
                                                   designed to provide the customer with maximum
                                                   system stability and availability. The steps in
                                                   the change request process are:
                                                        .  Initiation - A change request is sent
                                                        to { * } using { * }
                                                        .  Review - The { * } request is
                                                        reviewed and an { * } change ticket is
                                                        created.
                                                        .  Scheduling - The change ticket is
                                                        scheduled for { * }
                                                        .  Approval - The change ticket is reviewed
                                                        by change management and is approved.
                                                        .  Implementation - Standard
                                                        methodologies are used to implement the
                                                        change. The change ticket is closed with
                                                        appropriate completion code.

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132 SMF Data Collection -           25             The { * } group is responsible for the capture      { * }
PREMMVS                                            and availability of SMF data from the time { * }
                                                   until it is { * } into { * } and { * } GDG files.
                                                   The following outlines the tasks for dumping and
                                                   collecting SMF data on each host:
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                                                    . SMF data is dumped from system files
                                                    periodically every { * } according to { * }.
                                                    . At { * }. OPCA submits { * } job to
                                                    complete the capture of all the { * } SMF data.
                                                    . Jobs { * } the consolidates the data into a
                                                    single { * } DASD file.
                                                    . Jobs { * } then merge the consolidated daily
                                                    file to the { * } SMF data tape.
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133 SMF Data Collection Comm         25             Perform the collection of SMF data by running the          { * }
                                                    full volume { * } jobs to collect the data. We will
                                                    then run the SMF extract jobs to extract billing SMF
                                                    data and verify the data is valid.
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134 Change Request Processing                       PC&I use of the change request process is for              { * }
Build                                               contingency. The contingency process requires
                                                    scheduling a load { * } of the contingency host.
                                                    The load { * } is scheduled by logging on to the { *
                                                    } system and opening an { * }. The change ticket is
                                                    then reviewed by change management and approved.
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135 Tape Management Using { * }                     Perform Tape Management processes using { * }, by          { * }
Process - Commercial MVS.                           testing functionality of the { * } panels and the
                                                    running of { * } batch related jobs.
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136 One Pack Recovery Process -                     Build and test the one pack recovery process by { * }.     { * }
Commercial MVS                                      The { * } will consist of { * } the one pack recovery
                                                    volume after the Jan. 1st 2000 date. The one pack
                                                    recovery process allows support to correct problems
                                                    with a production RES in a non shared environment
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S13 S/390 Automation Services                       Provides installation and support of various automation
                                                    solutions that enable the SDC datacenters to more
                                                    easily manage operations of both MVS and VM systems as
                                                    well as some distributed platforms. These solutions
                                                    include { * } on the mainframe side. On the distributed
                                                    platform, it includes the following { * } products: { * }.

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137 Change request Processing                       This process allows introduction of change to the          { * }
Auto                                                production environment with minimal impact. It includes
                                                    receiving requests to the { * } for automation changes,
                                                    reviewing and scheduling those changes via { * } on the
                                                    { * } system, and then scheduling the change by { * }
                                                    in the { * } System.
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138 Alert Mgmt/Auto Paging           2,30,40        The process of alerting operations or support to           { * }
                                                    various exceptions. This includes receiving alerts to
                                                    the { * }, and taking automated action via a { * }.
                                                    These { * } can either { * } for notification to
                                                    operators who are monitoring the systems.  The process
                                                    can include automatically { * } in the { * } system, and
                                                    can also include automatic { * } via { * }, the { * }
                                                    system and { * }.
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139 Problem Notification                            The process of notification of problems with supported     { * }
                                                    software to the { * } staff.  This will be tested via a
                                                    { * } generated by a { * } run against the { * } system
                                                    for open problem tickets assigned to the { * } department.
                                                    The report is then { * } to the departmental { * } and all
                                                    staff members.
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140 Problem Determination                           The process is used to determine problems with automation  { * }
                                                    and includes
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                                                    creating and retaining { * }, turning on { * },
                                                    generating { * } and creating { * } for use in
                                                    problem determination.
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141 Build and Package Software                      Process of ordering, receiving, SMP/E installing and       { * }
Maintenance                                         preparing maintenance software for installation. The
                                                    maintenance software is ordered and received via
                                                    appropriate IBM mechanisms, generally { * }. An { * }
                                                    is done and a list of { * } is generated. The { * }
                                                    detail those { * } that need to be { * } to{ * }
                                                    the software. { * } are prepared, as needed, and
                                                    the software is { * } to a { * } where it is { * }.
                                                    When the { * } has been completed successfully,
                                                    the { * } is modified to allow the maintenance
                                                    software to be { * }.
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142 Implementation of Software                      The process to apply product fixes, preventive             { * }
Maintenance                                         maintenance and enhancements to existing levels of
                                                    automation software. Prepared libraries are sent to
                                                    { * }. Appropriate changes are made, as needed, on the
                                                    { * }. The application is then { * }, on the { * },
                                                    to insure the { * } were { * }.
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143 Build and Package New Software                  Refer to Build & Package Software Maintenance test plan.   { * }
Releases
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144 Implementation of New Software                  Same process as Implementation of Software Maintenance     { * }
Releases                                            test plan.
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145 Modify S/390 Automation Source                  The process of updating or modifying automation source     { * }
Code                                                code, including automation message tables and control
                                                    files, locally written { * } and { * } custom scripts.
                                                    The { * } and { * } are edited in { * }. The control
                                                    files are updated via the { * } provided with { * }. The
                                                    { * } scripts are updated using the { * } editor on { * }
                                                    and { * } for { * }.
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146 Manage S/390 Automation source                  The process is used to ship, test and load automation      { * }
Code                                                tables (control and message). Tables are shipped from a
                                                    { * } to { * }.  Tables are tested by { * } from either
                                                    { * } or { * } to the target system. If tested
                                                    successfully, tables are staged to be loaded into
                                                    production. If test is unsuccessful, { * } of the test
                                                    failure for correction. Once staged, tables are loaded
                                                    on the target system based on timed events.
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147 S/390 Automation PROCOPTS                       The process of adding new system definitions and           { * }
Hardware Support                                    reconfiguring Proc-Ops to reflect that. A request for
                                                    a new Proc-Ops definition is { * }, based on new
                                                    system requirements for Proc-Ops/TSCF access.  An { * }
                                                    ticket in the { * } system is created and the task is
                                                    delegated to Proc-Ops support. Support runs the { * }
                                                    configuration dialogs to generate a new  { * }.
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S14 Sys Software Appl                               The design, development and second level support of
Development                                         Service Delivery Center developed software. This
                                                    software includes { * } subsystems and programs. The
                                                    primary platform for the software developed is { * }
                                                    however, there are some { * } applications that have
                                                    been developed for internal Service Delivery Center use.
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148 Modify Software Source           61             Use { * } tools and { * } to modify, compile, and link     { * }
                                                    source code and
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Code & Documentation                                documentation. Testing will also include { * }
                                                    to a { * } using { * } followed by { * } via { * }.
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149 Manage Software Source           61             Perform SCLM function testing . This includes { * }            { * }
Code & Documentation                                project definitions.
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150 Problem Determination for                       Perform testing and debug functions for programs               { * }
Developed Software                                  using { * }, { * } to access dumps, { * } command
                                                    and { * } functions for debugging.
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ENTERPRISE PLATFORMS
& SERVICES
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S15 RACF Data Security                              Provides mainframe security protection across the
                                                    { * } using RACF for both MVS and VM Operating
                                                    Systems. This includes the initialization,
                                                    administration, and control of { * }. Identifying
                                                    and analyzing exception conditions and reacting to
                                                    those conditions is also part of this service.
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151 RACF Commands                    75,78          The process of initiating and completing a request             { * }
                                                    for the implementation of RACF security protections
                                                    on IPS systems. Requests are received { * }, meeting
                                                    or initiated by changes in IBM standards. (Based upon
                                                    the nature of the request(s), a Change Management
                                                    record(s) may or may not be created.) Any/all RACF
                                                    commands may be issued on the needed system(s) to
                                                    ensure the needed security requests are activated and
                                                    completed. Requester is informed as to the completion
                                                    of any request, files are clear to show that processing
                                                    has taken place and/or Change records are closed.
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152 RACF Passwords                                  The process of requiring a password to be changed              { * }
                                                    because of an { * } or of { * } based upon a { * } time
                                                    frame. This process is an automatic process based on
                                                    { * } set up when a userid was created and the { * }
                                                    interval of { * } on most systems. No interaction is
                                                    necessary by security administrators.
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153 RACF Dump and Restore            80             The process of copying, compressing and/or rebuilding a        { * }
                                                    RACF database in order to enhance performance or
                                                    correcting certain RACF database errors. It is process
                                                    which is handled { * } (or on request from the performance
                                                    group).Change Management records are always created.This
                                                    activity takes place { * }, where { * } is occurring.The
                                                    primary RACF database is { * }, using the { * }, into the
                                                    { * } database.The newly compressed { * } is then { * } to
                                                    replace the { * }. Upon completion Change records are
                                                    closed.
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154 RACF SMF Processing              26             The process of collecting RACF security audit information      { * } Tables on
                                                    from all IPS systems and the loading of this information       { * }
                                                    into a { * } database. { * } data is transmitted { * }.
                                                    It is additionally coded after determining customer owner
                                                    and loaded into one of { * } tables. Data consist of
                                                    { * }. The database is made available to { * } to access
                                                    only information which { * } according to its related
                                                    existing RACF structure. Data can and is used to { * }.
                                                    General { * } reports are also made available to customers
                                                    in RMDS. Raw data is retained for a minimum period of
                                                    { * }.
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155 RACF Extract and Database    80             The process of collecting information contained on         { * } Tables on { * }
Load                                            all IPS RACF databases, which includes { * }, and
                                                loading this information into a { * } database. RACF
                                                data is unloaded via a RACF database unload utility
                                                and transmitted { * } on a preset schedule from every
                                                host system to { * }. This data is, in turn, massaged
                                                and loaded into the { * } consisting of many tables to
                                                be used for { * }. Data is current to { * }. The
                                                database is made available to { * } to access only
                                                information resources which { * }" on each specific
                                                RACF database. General { * } reports are made available
                                                to customers in RMDS on { * }.
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156 Data Security Maintenance    75,79,81,83,7  The process of maintaining accurate ownership              { * }
                                 2a,74,77       information of userids on all IPS RACF databases.
                                                Regarding internal IBM userids, the Human Resources file
                                                contains { * } and is used to determine current need for
                                                most existing { * }. Files are created { * } to update/
                                                delete the necessary authorities automatically. Internal
                                                IBM userids are manually hard revoked and deleted when
                                                their owners have { * }. { * }, customer and internal
                                                IBM userids, which have been inactive for { * } on
                                                Heritage IPS systems, are deleted through a combination
                                                of { * } procedures. Change Management records are opened
                                                and closed each { * } for this mid-month processing.
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157 RACF Report Generation       82             The process of extracting predetermined or ad hoc          { * } Tables on { * }
                                                information from either the { * } tables or the { * }
                                                tables and reporting this information, as needed.
                                                Information is loaded into { * } tables { * } or { * } as
                                                predetermined (see above - RACF SMF Processing and RACF
                                                Extract and Database Loads processes). A series of { * }
                                                are used to extract information into report formats and
                                                are loaded into RMDS for use by customers. Customer and
                                                IBM security administrators can also { * } to obtain { * }
                                                reports through available views. Customers are limited to
                                                only information which { * }. { * } RMDS reports are
                                                available each { * } and { * } SMF reports are usually
                                                available { * } following the security activity records.
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S16                                             VM Systems Support Provides installation, maintenance,
                                                upgrade and support of all VM systems and their
                                                processes running across the { * }, including problem
                                                determination and root cause analyses.
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158 Software Support                            The installation, maintenance and upgrade of VM IBM and    { * } Product Set
                                                OEM software, keeping currency and stability as the main
                                                objective across all VM systems at each of the data
                                                centers.  All efforts associated with the upgrade/
                                                installation of software uses { * } supplied programs to
                                                do so. IBM offers the { * } function to apply and build
                                                service across many of their VM program products. Change
                                                management is used to track and apply all service to VM
                                                products across all the VM systems. Maintaining product
                                                level consistency across the VM systems is also of
                                                critical importance.
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159 Systems Operations                          The support for load IPL automation for all VM systems.    { * } Automation Code
                                                This includes running
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                                required jobs to { * } when the VM system is loaded IPL'd and to ensure that
                                all service machines are { * } for the { * } run of required system jobs.
                                Examples of such are { * }, etc.
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160 DASD Management             The initialization and preparation of DASD for system & user usage, including    { * }
                                the support of DASD dump to tape for recovery. ( * }, an IBM PID product, is
                                used to initialize new DASD and in correcting problem DASD.  { * } is a
                                service machine created by VM Systems Support that defines all DASD within a
                                system for { * } when required.  { * } also collects { * } reports showing how
                                { * } associated with that system.  { * }, an { * } product, is used to
                                configure and monitor { * } defined to a VM system.  { * }, a { * } product
                                provided by { * }, is used to dump all system/user DASD to tape via { * }
                                physical images stored off site for disaster recovery and { * } incrementals
                                for day to day file recovery.
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161 Spool Management            The allocation and continued monitoring of spool files across the VM systems,    { * } Code
                                including the { * } dump to tape for recovery.  Spool files consist of reader,
                                print and punch files that reside in the users virtual devices or on the
                                system virtual device.  All spool files are purged out of the system every { *
                                } (including weekends/holidays) to relieve the system from obsolete spool
                                files.
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162 ITCS204 Compliance          Support of automation routines that verify and confirm VM critical system        { * } Server / Code
                                resources and cp class privileges on a { * } basis. The service machine { * }
                                runs a comparison check on all CSR's between the { * } and { * }.  A compare
                                file is sent to { * } and { * } for review and justifications, if needed.  The
                                service machine { * } runs the CP class privilege and { * } them to { * } for
                                processing.
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163 VM Server Support           The installation, maintenance, support and administration of Lan Server          { * } Server / Code
                                Applications that reside on VM.  This includes { * }, which allows for { * }
                                that accesses data on the VM host processor, and { * }, which allows for { * }
                                onto a VM host processor.
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164 VM Application Support      The design, programming, testing, implementation into production and support     { * }
                                of the following offerings available to customers on the VM Application
                                Processors:
                                { * } - an offering that allows customers a user friendly interface to all
                                IBM PID program products available on the system; for example, { * }. It is
                                a window application using { * } to access these products.

                                { * } - an offering that incorporates { * } as the standard, but customer
                                customization is also available for use with { * }.

                                { * } - an application that allows customers to { * } above what { * }
                                they are currently allocated.
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165 VM Network Support          The installation, maintenance and upgrade of VM IBM Network software,            { * }
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                                keeping currency and stability as the main objective across all VM systems at
                                each of the data centers.  All efforts associated with the upgrade/installation
                                of VM Network software uses IBM supplied programs to do so.  IBM offers the
                                function to apply and build service for the  VM Network products.   Change
                                management is used to track and apply all service to VM Network products
                                across all the VM systems.  Maintaining product level consistency across the
                                VM systems is also a primary objective.
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166 Disaster Recovery           In preparation for if a disaster should occur at { * }, where the VM             { * }
                                Application Processors and CCDN VM systems reside, or the { * }, where CCDN VM
                                systems reside, VM Platform Services dumps to tape on a { * } basis the image
                                of { * } for each of these critical VM systems using { * }. { * } is an { * }
                                product supplied by { * }.
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167 VM RACFSMF                  RACFSMF records are collected { * } for the review of unauthorized attempts at   { * }
                                VM resources across the VM systems. The SMF data sets are located on RACFVM {
                                * }. { * } written to at a time, then archived to RACFSMF { * }.  The disks
                                are { * } by the RACFSMF ID and then sent via { * } to the { * } system to be
                                processed by { * }.
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168 VM Accounting               VM accounting records are generated, in storage, by the VM Control Program       { * } Server / Code
                                (CP). These records indicate the quantity of { * } being utilized by users of
                                the system. After collection, these same records are input to the MVS
                                Accounting and Billing System where they are converted and, ultimately,
                                processed to produce billing invoices
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169 Y2K Test Platform           The VM Y2K Test Platform is the effort of designing, building and implementing   { * }
                                a Y2K VM system for product/application testing. The VMTST1 and SPPVM1 systems
                                have been used to bring up the VM Y2K Test Platform by dumping all DASD
                                associated with each of these systems to tape, bringing up the Y2K Test
                                environment and then restoring all the data from these tapes to bring the
                                systems back to currency.
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170 VM Tools Support            The VM internal systems, { * } contain IBM { * } made available through          { * } Tools
                                Southeast Region (SER), { * } and { * }.  These tools are used in support of
                                ( * } applications, such as { * }, etc. by internal users.
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171 VM perf Data Coll           The gathering of supporting data, inputting into a report format and the         { * }
& Reporting                     distribution of { * } reports to customers as required using 3rd party
                                products from { * } to do so.
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SDC DATA CENTER
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S17  Customer Statement         Receive and process customer statement output files into software tracking,
Processong                      spooling, and back-up systems. Spool and print statement output files in
                                priority order per customer requirement. Insert and mail statement output files
                                and process into U.S. Postal mail stream. Generate appropriate billing
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                                       documentation for print/insert services and postal charges.
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172 Receipt of Customer 36,43,44,48   The process of receiving customer data for statement mail processing. The        { * }
data                                   statement files are  received  on print hosts { * } by any of the following
                                       communication transports: { * }. Statement files will be passed to a job
                                       tracking facility such as { * }.  Statement files are also created on the
                                       print host and sent either directly to the output JES queue or one of the job
                                       tracking facilities. The output processing operations staff is responsible for
                                       tracking timely receipt of the statement data.
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173 Data Manipulation:   44,48         The process consists of extracting data from tape or dasd in order to reformat   { * }
Format/Transfer                        the data structure or for resequencing the statement order to achieve postal
                                       discounts.  The data can be reformatted to several different  options
                                       depending on the requirements (1-Up,2-UP, Duplex, South, etc.). This is
                                       handled by either a form definition change or a program oriented function ({ *
                                       }, etc.) . Changes to the structure and sequencing of the data for either
                                       cosmetic or postal discounts will also be handled by a program function ({ *
                                       }).
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174 Customer Billing     48,52         The process of gathering of supporting billing data, inputting into a report     { * }
                                       format and the submittal of Output Services billing to the billing department
                                       for generation of customer billing.   The Customer Support Exec (CSE) will
                                       receive a Postage Report that includes billing data for the Output Services
                                       Customers.  This report includes a breakdown of  the  { * }.  The CSE will
                                       take this information and open a entry in the billing system, that is then
                                       submitted to the billing department.
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175 Postage Tracking     48,52         The process of tracking customer postage for mail processing. The funds for      { * }
                                       postage allocation are requested from the { * }. The request are submitted to
                                       the { * } and the funds are transferred to the appropriate banks. The Postage
                                       Meters are loaded from a Pitney Bowes  account, and the local Post Office. The
                                       postage data is recorded on a { * } basis by the Insert and Mailroom
                                       Operators. The information is written on a { * } metersheet. The data is then
                                       entered into a Lotus Spreadsheet and calculated by { * } and by { * }. The
                                       Presort information is received from the various Output locations via { * }.
                                       The information is placed in a Lotus Spreadsheet. The International Mail
                                       charges are calculated from the "International Mail Breakdown Sheets" and the
                                       data is placed in a Excel Spreadsheet. The Postage Charges, International
                                       Charges and Presort Charges are { * }, reconciled and sent to the { * }
                                       Department on a { * } basis.
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176 Data/Job Tracking    36,43,44,48   Statement files are received and individually tracked during the printing,       { * }
                         52            boxing, transporting, and mailing processes. The output processing staff must
                                       manually log the completion of each process in a software job tracking
                                       facility such as { * }. The output processing staff must also complete
                                       transportation requirements for shipping to the insert area for mailing. The
                                       requirements include the labeling
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                                  of each individual box and entries made into the Manifest system for each
                                  statement file.
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177 Data Storage/Backup  48,51    The process of backing up customer statement data depending on each customer's   { * }
                                  specific requirements. This process uses several different software
                                  applications such as { * }. The customer's individual requirements range from
                                  type of storage media such as (tape, dasd, or microfiche), the retention
                                  period that the data is stored for, and the respool capability of the data.
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178 Printing of Customer 36,43,44 Each statement file must be received in the output JES queue before printing     { * },Printer
Data                     48,52    can be initiated. Print operators will log onto a software spool facility         connection to
                                  (( * }) and request a job or sequence of jobs to be spooled to the output JES     Host
                                  queue. Each file must have the necessary software resources such as { * }
                                  definitions. The print operator will set the targeted printer's controller to
                                  the correct size, length, and required format(duplex,simplex). The print operator
                                  will schedule the job to the targeted printer by { * }. The print operator will
                                  start the printer(SDSF) and check for proper alignment. The operator follows
                                  several quality check routines during the printing of each file. Each statement
                                  file is boxed, strapped, and labeled for shipment. Upon the completion of each
                                  file the operator { * } to show { * }.

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179 Insertation/Mailing  48,52    Each statement file goes through a series of quality checks before it can be      { * }
of Customer Data                  allocated to an insert machine.  The reconciliation operator will schedule the
                                  statement file to an individual insert machine by logging onto software tracking
                                  facility({ * }). The insert machine PC must be preset for the correct job file
                                  that is going to be processed. The information includes the { * }, etc. Before
                                  start up of each file the quality team must verify all criteria is met and that a
                                  first piece sign off is complete. The insert operator will then manually start
                                  the machine. During the processing of each file the insert operator will perform
                                  several quality routines checking { * }, etc. On the completion of each file the
                                  insert operator must make sure all required file tracking paper work is
                                  complete({ * }, etc). The paper work is given to a reconciliation operator who
                                  logs onto { * } and manually enters the job process information. Each job must
                                  meet the agreed upon customer tolerance requirement before being sent to a the
                                  presort vendor or directly to the U.S. post office.
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180 Inventory Tracking   42,52    Each Customer Support Representative is responsible for entering the { * }       { * }
                                  prior to each statement  run in the { * } system on { * }. Supply operators will
                                  verify the correct amount of product is received. The supply operator follows
                                  several quality routines checking products received for defects and correct
                                  amounts entered on the truck manifest. The supply operator logs onto the Manifest
                                  system and enters amounts received. The supply analyst maintains an on hand
                                  inventory list using Lotus spread sheet that includes print and insert
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                                    consumables.  This inventory is checked { * } and distributed to customers and
                                    management for review.
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181 Root Cause Analysis    46,48,52 Each Customer Support Exec(CSE) is responsible for opening a RCA  record when        { * }
                                    a problem occurs.  This problem can be related to a { * } to a { * }t being
                                    sent out. The record is opened and assigned to the responsible manager. The
                                    production team uses various system tools to research the problem such as { * ).
                                    The team also scans through many the manually written operation logs such
                                    as job travel sheets, reconciliation logs, and postal reports. Once the RCA is
                                    complete it is the responsibility of the CSE to report findings and actions
                                    plans if recommended to the customer and management for review.

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182 Fiche Processing of    36,48    Each microfiche report file must be received in the output JES queue before          { * }
Customer Data                       microfiching can be initiated. Microfiche operators log onto the software
                                    spool facility, { * }, and request a job or sequence of jobs to be spooled to
                                    the output JES queue.  The microfiche operator will schedule the job to the
                                    targeted printer by matching the print class and form name via { * }. The
                                    microfiche operator will start the printer from { * }.  The operator follows
                                    several quality check routines during each shift.  Each report is placed in
                                    envelopes and labeled for shipment per customer instructions recorded in { * ).
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S18 Production Control Sys          The processes of a Power on Reset, IPL and Stand Alone Dump, to implement new
Monitoring                          or modified IPL load address and/or parm profiles, for software updates
                                    to the system and platform products and to gather the necessary system dump
                                    information in the even there is a system wide problem and documentation is needed
                                    to analyze the problem in-depth.
---------------------------------------------------- -------------------------------------------------------------------------------
183 Resource contention    20,70    Operations system monitors, using the { * } tool, constantly look for resource       { * }
dealdly embrace)                    contention on all systems.  When system contention occurs, { * } should flag a
                                    { * } condition identifying the { * }.
---------------------------------------------------- -------------------------------------------------------------------------------
184 1st Level CICS problem 6,8,22   Operations system monitors, using the { * } for CICS tool and { * } system           { * }
determination              24,40    commands, constantly check on the health of CICS regions.  When a CICS region
                                    is not functioning as expected, { * } should flag an exception which operations will
                                    respond to.
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185 Alternate Platform 1st          There is no alternate platform at this time.                                         N/A
level PD
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186 Proactive System       20,60    Proactive System Monitoring is the process of using multiple tools to monitor the    { * }
Monitoring                          the problems and exceptions on multiple systems. Operators have tools available that
                                    allow them to monitor groups of systems and individual systems in order to help them
                                    determine and track problems as they occur. These tools allow the operator to monitor
                                    groups of systems, CICS regions, single systems, and certain tools allow the operator
                                    to issue commands to the system to perform various maintenance and performance checking
                                    routines.
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187 Tape             66             Operators view mount requests { * } on the {      New PC/New Software from { * }
Monitoring                          * } within the tape operations area.              (already installed)
                                    Operator will notate volser { * } and
                                    retrieve specified volser from the racks of
                                    the specified library. Operator inserts tape
                                    into drive specified on the { * }. Tape is
                                    removed from the drive after use and placed
                                    in the { * } to be filed back into the
                                    library racks.
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188 Problem/         40             Production control system monitors and other      { * }
Change mgmt                         staffs, using { * }, create and update
using { * }                         various types of problem, change or
                                    informational tickets. These tickets are
                                    then used for { * }.
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189 Paging and       30             Production Control, under various problem         { * }
Escalating                          situations, uses a { * } product to { * }
                                    various support and customer groups
                                    notifying them of the problem situation or
                                    updates to that situation.
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190 1st level MQ     27             Operations system monitors, using a { * }         { * }
Series Support                      terminal, monitor the health of the data
                                    links between various { * } systems and { *
                                    } and respond to errors as reported on the
                                    monitor.
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191 Power On                        The POR process involves the shutdown of a        { * }) - terminal to manage hardware and
Reset Process                       system or CEC (Central Electronics Complex)       software. { * } application to manage hardware
                                    and all devices attached to that system in        and software.
                                    order to change the IOCDS (Input/Output
                                    Configuration Data Set) when new devices
                                    need to be added or removed from that system
                                    or to completely reset a system in the event
                                    that it cannot be IPL'd (Initial Program
                                    Load). The POR can involve one of two
                                    different sets of procedures depending upon
                                    the make of the processor -- { * }. A { * }
                                    processor based system requires an operator
                                    to { * } on a HMC console monitoring system
                                    and locate the { * } that the machine
                                    resides on. When the { * } is found, the
                                    operator selects the { * } and chooses an
                                    option to change the { * }. When the { * }
                                    is changed and saved, the operator then
                                    locates the { * } for the desired CEC and
                                    selects the { * }, which then proceeds to {
                                    * } the system. To POR a { * } based
                                    processor based system, the operator must
                                    first determine { * } reside on the CEC
                                    where the { * } processor resides and make
                                    sure that these { * } are also { * }. When
                                    this is done, the operator will invoke a
                                    service console session from his/her
                                    monitoring station and manually enter
                                    commands to change the { * } of the system
                                    and command the system to { * }.
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192 IPL Process                     The load IPL process is the loading or            { * } - application to manage
                                    reloading of an operating system and its          hardware and software.  { * } -
                                    applications. An IPL is performed when { * }      terminal to manage hardware and
                                    requires { * } or when a system is { * }.         software. { * } - a master list of
                                    Depending on what kind of system requires an      IPL / POR controlled information.
                                    IPL, two different sets of procedures need        { * } - a controlled database of
                                    to be performed -- { * }. On a { * } system,      hardware/ software problems as well
                                    an operator will begin by { * } on that           as change management and support
                                    system via automation from { * }. When { *        information.
                                    }, the operator will go to the { * } the
                                    desired system is located on and find the {
                                    * } for that system. After selecting the { *
                                    }, the operator will choose the { * }
                                    function to prepare the system for { * }.
                                    When confirmation of { * } is received, the
                                    operator will then click on the { * }
                                    function to begin the { * } for
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                              that system. For a { * } system, the products for the desired system are { * }
                              from the { * } in preparation for { * }. When the shut down completes, the
                              operator issues a { * } from the service console that { * } the system and
                              begins the loading of the { * } and { * } for that system.
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193 Standalone                The Stand Alone Dump is the process of dumping the contents of a system's       { * } - application to
Dump Process                  memory or a storage media device such as tape or DASD in order for this data    manage hardware and
                              to be { * } by an MVS support team so that { * } can be { * }.  To perform a    software. { * } -
                              Stand Alone Dump, an operator will first find a { * } on the desired system     terminal to manage
                              and request a { * } from the { * } to store the dump on.  The operator will     hardware and software.
                              then log onto { * } and issue commands to initiate the process and prepare the  { * } - a master list
                              system for the dump.  When confirmation is received, the operator will issue    of IPL / POR
                              commands on the service console which will begin the Stand Alone Dump process   controlled
                              for that system.  Once the dump is initiated, the operator will be required to  information.
                              enter a set of parameters to be logged describing the { * } of the dump.  When
                              this information is gathered, the process will begin and once finished, the
                              system will notify the operator that the dump is complete and the operator
                              can issue a command to end the dump session.
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S19 Production                Monitors systems providing notification and resolution to our customers and
Control Application           support groups when service is impacted.
Monitoring
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194 Abend Handling     39,40  Production control application monitors track the progress of all batch          { * }
                              production jobs.  If a job ABENDs, production control needs to open a ticket
                              in { * }, restart the ABENDed job and run the job to a successful conclusion
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195 Data                      Production control application monitors, using the { * } product, are            { * }
Transmission                  sometimes called upon to transmit a customer data file from one MVS host to
Management                    another MVS host.
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196 Spool/Report       52     Production control application monitors, using a the { * } print product,        { * }
Management                    monitor the transmission of customer reports and can send reports, from one
                              MVS host to another MVS host.
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197 Demand Processing  31     The process of utilizing the { * } scheduling product to run on-demand           { * }
                              scheduling requests. Requests are received via { * }. Via { * } the operators
                              enter the { * } dialogue and perform the requested activity, normally being
                              to have a job or jobstream scheduled to process immediately. Once the activity
                              is performed the customer request is confirmed back to the requester.
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198 Application        36,38  One customer has a procedure that is unique to them i.e. { * }. This is an       { * }
Specific Requirements         application specific program.  { * } in the course of testing CICS processes,
                              will test their ability to bring up { * }.
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199 Database                  Production Control system monitors, using the { * } tool, monitor the health     { * }
Management                    of { * } regions.  In the event of a { * } problem, { * } notifies the
                              operator who then { * }.
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200 Executing        7             An executable program called { * } is used         { * }
{ * }                              by operations to copy members of one data
                                   set to another data set, often at the
                                   request of customers due to changes being
                                   made in their processing.
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S20 Basic Console                  Basic Console Support for non-extended
Support (Irving)                   services for Dedicated Processing customers
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201 Support                        A PC based software program running on { * }       { * }
Paging                             which allows Production Services at the { *
                                   } to { * }. The file which contains the
                                   required data to { * } is maintained on this
                                   PC by Production Services at the { * }. A
                                   process is currently being developed which
                                   will keep this data file in-sync between the
                                   { * }.
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202 Tape Mount                     The monitoring of tape mounts which are { *        New PC/New Software from { * }
Monitoring                         } in the { * }, and on a { * } in Production       (already installed)
                                   Services. { * } is a PC based software
                                   program running on { * } which allows { * }
                                   to monitor the tape mounts for all of our {
                                   * } housed at the IDC from these isolated
                                   workstations. { * } interfaces with the { *
                                   } application which is installed at the
                                   customer's host system. { * } feeds the
                                   information to { * } where { * } sends the
                                   tape mount request to the designated { * }
                                   workstation.
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203 CSS                            A { * } based software program running on {        current PC systems test and
Monitoring                         * } which allows { * } at the { * } to             remediate
                                   monitor all { * }for all of the { * } which
                                   are housed at the { * }. This program
                                   monitors for all { * } which require action
                                   from IBM Production Services, Tape
                                   Operations, or Tape Administration. If a CSS
                                   Notify requires action, { * } to the { * }
                                   at the { * }. In the event there are
                                   problems with this application, { * }
                                   monitors the { * } through { * } Menus
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204 Hardware                       This is the process of monitoring the              Monitoring is from { * }
Monitoring                         Dedicated Processor Customer Environments
                                   for Hardware Alerts and Outstanding Tape
                                   Messages from the Master Consoles. This is a
                                   manual process, so there is no Y2K Compliant
                                   Requirement for this process.
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S21 Enhanced Console               This service is the processes of Active
Support { * }                      Monitoring, Exception Alerts, Batch
                                   Monitoring, Remote Systems Monitoring and
                                   Support Paging. This is to actively monitor
                                   systems for problem situations and taking
                                   the necessary actions to resolve any
                                   potential problems, responding to automated
                                   exception alerts and taking the necessary
                                   actions to resolve team, monitor the
                                   customers applications batch schedule for
                                   exceptions and abends, abend resolutions and
                                   restart to normal end of job, monitor and
                                   control a remote
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205 Active           20,24,36,     Active System Monitoring is the process of         { * }
Monitoring           38,39,46      using multiple tools to monitor the problems
                                   and exceptions on multiple systems.
                                   Operators have tools available that allow
                                   them to monitor groups of systems and
                                   individual systems in order to help them
                                   determine and track problems as they occur.
                                   These tools allow the operator to monitor
                                   groups of systems, CICS regions, single
                                   systems, and certain tools allow the
                                   operator to issue commands to the system to
                                   perform various
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                                                      maintenance and performance checking routines.
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206 Exception Alerts                 20,24,36,38,39,  Exception alerts are problems or conditions on a          { * }
                                     46               computer system that an operator is made aware of in
                                                      order to take proper actions.  Exception alerts can
                                                      vary in degree of severity and span many different
                                                      aspects of system operation.  As an exception occurs,
                                                      an operator uses a monitoring tool that allows the
                                                      { * } for an operator to see and take action to
                                                      resolve the exception.  Such exceptions include
                                                      { * }.  An operator can then respond to this
                                                      exception by { * } in question for usage, and put
                                                      { * } to the job requesting it if the { * } is
                                                      available.  Other exceptions include { * } that
                                                      simply make the operator aware of the state of { * },
                                                      such as which { * }, { * }, and started tasks { * }.
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207 Exception Alerts                 20,24,36,38,39,  Exception alerts are problems or conditions on a          { * }
                                     46               computer system that an operator is made aware of in
                                                      order to take proper actions.  Exception alerts can
                                                      vary in degree of severity and span many different
                                                      aspects of system operation.  As an exception occurs,
                                                      an operator uses a monitoring tool that allows the
                                                      { * } for an operator to see and take action to
                                                      resolve the exception.  Such exceptions include
                                                      { * }.  An operator can then respond to this
                                                      exception by { * } in question for usage, and put
                                                      { * } to the job requesting it if the { * } is
                                                      available.  Other exceptions include { * } that
                                                      simply make the operator aware of the state of { * },
                                                      such as which { * }, { * }, and started tasks { * }.
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208 Batch Monitoring                 20,24,36,38,39,  Batch monitoring is the process of utilizing tools        { * }
                                      46              such as { * } to monitor jobs that are scheduled to
                                                      execute and the utilization of other tools, such as
                                                      { * } restart which allows the operator to handle a
                                                      job that abruptly ends, which is called an abend
                                                      (abrupt end).  When a job abends, the operator
                                                      utilizes his/her tools to determine what problem
                                                      caused the job to abend, then the operator attempts
                                                      to restart the job or escalate the problem.
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209 Remote System Monitor            20,24,36,38,39,  Remote System Monitoring involves the monitoring of       { * }
                                     46               systems that are not physically located in the same
                                                      data center as the system operator. Remote System
                                                      Monitoring encompasses the processes of { * } on a
                                                      remote system and uses the same tools and courses of
                                                      action from operators as the processes it involves.
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210 Support Paging                   20,24,36,38,39,  Support paging is the process of paging a secondary       { * }
                                     46               support group that has specific expertise in a
                                                      particular area of interest for a product or problem.
                                                      The paging process involves { * }, such as { * },
                                                      which will send an alert to { * } and allow the
                                                      support group to contact { * } and help them with the
                                                      problem at hand. Examples of support groups that are
                                                      paged are an { * }, who specialize in the { * }, a
                                                      { * } support group, who specialize in the { * }
                                                      database system, and various program product support
                                                      groups, who can help with certain aspects of a
                                                      program that are not encountered on a day to day
                                                      basis
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S22  System Programming                               Dedicated processing extended services for technical
     Support                                          support. Reactive support
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Support                                             in the identifed service areas.
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211 Performance Reports                             The collection and processing of { * } records to      { * } converting to { * }
                                                    produce system performance report for Dedicated
                                                    Processor Extended Service customers.  These basic
                                                    system performance reports are distributed to the
                                                    customer from the CSE department.
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212 Product Upgrades                                The systematic upgrade of MVS program products as      { * } review and
                                                    requested by a Dedicated Processor Extended Service    individual client testing
                                                    Customer.  Each upgrade is performed using the { * }
                                                    upgrade process.
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213 Configuration Support                           The configuration of the IBM and OEM program products  { * } review and
                                                    to the customer specifications.  Once the change       individual client testing
                                                    requirements have been defined, a system programmer
                                                    will access the dedicated customer LPAR and make the
                                                    requested changes
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214 Data/Storage Mgmt                               The management of the customer storage environment.    { * } review and
                                                    This includes regular backup and maintenance of the    individual client testing
                                                    storage management environment using IBM and OEM
                                                    storage management tools.  When the environment needs
                                                    to be manipulated, the system programmer will access
                                                    the dedicated customer LPAR and make the required
                                                    changes.
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215 Defect Support                                  The reactive response to IBM and OEM software defects. { * } review and
                                                    Once a defect has occurred, { * } will contact the     individual client testing
                                                    { * } and determine the appropriate corrective action.
                                                    Once the action has been determined, the system
                                                    programmer will access the dedicated customer and
                                                    correct the defect.
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S23 External Data/Media                             Provide automated tools for displaying and tracking
Support (Irving)                                    tape mounts.
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216 Tape Tracking                                   A { * } software program running on { * } which allows { * }
                                                    Production Services at the { * } to track the current
                                                    location of a customer tape which has been sent into
                                                    the { * }. A { * } is maintained for each customer,
                                                    and data is fed into the program { * } on the tape or
                                                    by a { * }. This program tracks tapes which are
                                                    in-house, sent to the vault, returned to the customer,
                                                    or other. Our process requires Tape Administration to
                                                    { * } which we receive into the { * }Tape Library,
                                                    then to { * } which is sent out of the { * }Tape
                                                    Library. All tapes which are sent off-site requires
                                                    proper authorization per our ISO9000 processes.
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217 Tape Mounts                                     The monitoring of tape mounts which are { * } in the   { * }
                                                    { * }Tape Library, and on a { * }.  { * } is a { * }
                                                    software program running on { * } which allows
                                                    Production { * }Services, Tape Operations, and Tape
                                                    Administration to monitor the tape mounts for all of
                                                    our Dedicated Processor Customers housed at the { * }
                                                    from these isolated workstations.  { * } interfaces
                                                    with the { * } application which is installed at the
                                                    customer's host system.  { * } feeds the information
                                                    to { * } where { * } sends the tape mount request to
                                                    the designated { * } workstation.
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S24 External Data/Media                             Provide automated tools for displaying and tracking
                                                    tape mounts.
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Support ({ * })
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218 Tape Mounts                      65,66          Central location of tape Provide automated tools for       { * }
                                                    displaying and tracking tape mounts. mounts for use
                                                    of tapes in the tape { * } library
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219 Tape Tracking                    59,65,66       Database used to track external media movement.            { * }
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S25 Customer Support                                Day to day administrative interface/project executive
Services (CSEs)                                     for Dedicated Processing extended services customers.
                                                    Respond to daily tasks such as providing customer
                                                    support, and generating reports.
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220 Tape Mount Stats                 65,66          Information comes from two sources ({ * }) and the         { * }
                                                    reports are delivered to the customer and billing
                                                    dept.
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221 CICS Availability Reports                       Process of collecting and gathering and formatting         PC software, { * }
                                                    information from { * } for customer presentations.
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222 Customer Performance Reports                    Process of formatting and delivering the data to           PC software and { * }
                                                    meet customer requirements.
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S26 Production Control                              Build and maintain job scheduling, install new
                                                    programs and procedures and research analysis to
                                                    improve scheduling deficiences.
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223 Batch Scheduling                 29a,31         The batch scheduling process involves utilizing tools      { * }
                                                    { * } to manage the batch workload. Requests are
                                                    received via { * }, the transmittal system ({ *}) and
                                                    { * } tickets for processing. Performing scheduling
                                                    activities utilizing { * } requires updates to the
                                                    { * } table based on request requirements. Scheduling
                                                    activities in { * } are performed by defining work
                                                    schedules based on { * }. The required calendars and
                                                    periods are defined to appropriate databases.
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224 Application Change Management    29a,31         Testing  CLISTs used by the department and other           { * }
                                                    tools such as { * }, etc. which are used to perform
                                                    daily production activities.
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S27 General Required External                       Utility power, city, water, and sewage
Services
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225 Facilities Power and Water                      :Upon further review, it has been determined that
                                                    this process is not executed by the IPS.                   N/A
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226 Hardware Planning                               DUPLICATE - See Equipment Install/Deinstall                { * }
                                                    This is the process of installing or deinstalling (or
                                                    disco'ing) equipment in the Dallas and Irving Service
                                                    Delivery Centers. An IPSS form submitted by Hardware
                                                    Config, or the project manager or their delegate (the
                                                    project driver) starts the process. Coordination is
                                                    done with the project driver for cabling and other
                                                    requirements. Floorspace is designated and power is
                                                    provided for the equipment. Other departments or
                                                    groups are engaged to implement services to complete
                                                    the installation.  For disco's the process is the
                                                    same except in reverse.
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227 Telephone Service                               DuplicateThe Voice Communication System is an              Phone switch
                                                    in-house PBX telephone system that provides phone
                                                    operations for the Dallas Data Center. Requests for
                                                    new phones are sent to the lead technician. The lead
                                                    technician will build the
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                                                    telephone dataset and ensure the telephone is
                                                    installed. For trouble, Communications hotline is
                                                    available to page the on call technician for { * }
                                                    support.
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228 Phonemail System                 34             The Dallas Data Center Phonemail system provides       { * }
                                                    phonemail services in conjunction with the in-house
                                                    PBX. This is an Internal customer process only. The
                                                    process starts with the assignment of a phone
                                                    extension to a user. The user will then be able to
                                                    store, record and and retrieve voicemail messages.
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229 PC Lan Support                                  Duplicate - see PC Operating Systems                   Desktops/laptops
                                                    This is the process of procuring and supporting pc
                                                    hardware and software. Hardware/software is procured
                                                    for the pc for the department by PC/LAN. PCs are
                                                    received and inventoried.  All new hardware procured
                                                    by Asset Management is Y2K compliant by default.  (Any
                                                    current equipment that is not Y2K compliant is to be
                                                    replaced by the Dallas PC/LAN group). The NCO Y2K
                                                    build is then installed on the new pc and the machine
                                                    is configured.  Any additional required software is
                                                    installed before it is installed at its final
                                                    destination. Hardware/Software problems and requests
                                                    are then handled either by the { * } or the { * }
                                                    depending on the nature of the problem/request. This
                                                    includes hardware failures, hardware upgrade
                                                    requirements, software problems, and software
                                                    requests.
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S28 Tape Operations                                 Provide for scratch and specific tape mounts,
                                                    vaulting, and shipping to meet system requirements.
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230 Tape Mounting                    65,66          Operators view mount requests displayed by { * } on    { * }
                                                    the { * }. Operator will notate volser on { * } and
                                                    retrieve specified volser from { * }. Operator inserts
                                                    tape into drive specified on the { * }. Tape is
                                                    removed from the drive after use and placed in the
                                                    { * } to be filed back into the library racks.
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231 Tape Filing, Pulling             65,66          The process of pulling available tapes for use as      { * }
                                                    scratch in tape processing. Process begins by
                                                    producing a listing of { * } using { * } Tape Panel
                                                    functions.  Using the report, { * } are pulled from
                                                    the racks by matching { * } with the { * }.  The
                                                    pulled tapes are { * } which are then placed in the
                                                    designated area for the library.
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232 Tape Shipping                    65,66          Tape shipment requests are received by the following   { * } Tape panels, { * }.
                                                    methods:  { * }. Operator matches the { * } with the
                                                    { * } and pulls the tape.  The tape is out coded via
                                                    { * } panels which produces address label for
                                                    shipment.  Label is affixed to the tape and the tape
                                                    is placed in a secure package.  If the tape is sent
                                                    within the US, the data is keyed into the { * } to
                                                    create airbill for shipment. Airbill information is
                                                    then entered on { * } via the { * } panels for the
                                                    specified tape.
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233 Tape Vaulting                    65,66          Process begins by producing a { * }, via { * } panels, { * } tape panels
                                                    that are designated to be { * } for a specified amount
                                                    of time. Operator matches the { * } with the { * } in
                                                    the specified library racks and pulls the tape. Once
                                                    listing has been completed
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                                                    pulled, the tapes are { * } provided by { * }. A copy
                                                    of { * } the tapes is sent with shipment as well as a
                                                    copy of { * } to come back from the off-site vault the
                                                    { * }. When tapes are sent back from the vault as
                                                    designated by the return listing, the operator unpacks
                                                    the boxes by matching { * } with that of the { * }.
                                                    Tapes are then filed into assigned slots for specified
                                                    library.
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234 Tape Verification                65,66          Two options available for verifying tapes.  { * } is      { * }
                                                    started via { * } console session. Tape to be verified
                                                    is mounted on drive requested by { * }. Detail is sent
                                                    to the { * } console session where the operator views
                                                    and ensures that the { * } matches that on the { * }
                                                    of the tape and/or information in the { * } database.
                                                    Second option involves the use of the { * } program.
                                                    Operator starts { * } via { * } session.  Tape is
                                                    mounted on specified drive.  Detail is sent to the
                                                    { * } console session where the operator views and
                                                    ensures that the { * } matches that of the { * } the
                                                    tape and/or information in the { * } database.
----------------------------------------------------------------------------------------------------------
235 Tape Initialization              65,66          Operator affixes specific volser label to tape.  Using    { * }
                                                    the { * } panels, the operator designates the volser
                                                    for the system to initialize the tape with. Operator
                                                    mounts the blank tape into specified drive where
                                                    volser will be written to tape.  Tape is then removed
                                                    from drive and verified for accuracy.
----------------------------------------------------------------------------------------------------------
236 Tape Retention Updates           65,66          Customer request is received via e-mail or fax.           { * }
                                                    Operator logs into { * } and follows the panel driven
                                                    process to update retention field in database entry
                                                    for specified tape per request instructions.
----------------------------------------------------------------------------------------------------------
237 Tape Analyzes                    65,66          Tapes are flagged for analysis info tickets cut by job    { * } tape panels,
                                                    abends.  Designated tapes are pulled.  Operator enters    { * }
                                                    { * } via { * } and keys in required information. Tape
                                                    is mounted on specified drive.  Results of analyze are
                                                    viewed through { * }.  If the analyze indicates errors
                                                    on the tape, the tape will { * } if in { * }.  If tape
                                                    is live, programmer will be contacted for possible
                                                    { * }.
----------------------------------------------------------------------------------------------------------
238 Tape Measurements / Error        65,66          Tapes are flagged as having errors via several            { * } tape panels,
Handling                                            methods:  { * }.  Operator checks the { * } database      { * }, { * },
                                                    to verify if designated tape is { * } or is { * }.        windows, freelance.
                                                    Tapes that are in { * } are { * } the assigned slot.
                                                    Operator updates { * } database to put designated
                                                    volser in { * } status.  Operator { * } from the old
                                                    tape and { * } to a new tape.  The tape is then
                                                    initialized via the { * } panels which writes the
                                                    specified volser to the tape and adds the volser back
                                                    into the { * } database.  After the tape has been
                                                    verified it is placed in the { * } for use in
                                                    processing. If a tape is { * }, the programmer or
                                                    support group will be notified so that { * }.  Once
                                                    { * } or support groups gives the ok, the tape is
                                                    replaced using the above procedures.  (see related
                                                    processes for initialization and verification)
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S29 Application Services/Scheduling                 Primary function is to create { * } schedules of batch
                                                    production job streams for our clients.
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239 Batch Scheduling                 29a,31,32      Duplicate of #223 Batch Scheduling.                       { * } E-mail
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240 DRMS Updates                     29a,31         Access the { * } database to add a file that you want     { * }
                                                    to back up and for what
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                                                    duration.  When a file the needs to be backed up run a
                                                    utility program to take the file and back it up to
                                                    tape for the length of time we need as backup or
                                                    contingency for off-site.
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241 POMS Updates                     29a,31         Create a report on the { * } database.  when adding a    { * }
                                                    report, specify  { * }. { * }when the  batch job runs,
                                                    { * } will look at the batch job by { * }. if it
                                                    matches it will capture it and put it on the { * }
                                                    database with a historical reference and keep it for a
                                                    predetermined length of time.
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242 SCM Installs                     29a,31         A client sends down a file or files to be installed      { * }
                                                    via { * }.  Selecting `install' from the { * } panel
                                                    allows all the information the client has provided (if
                                                    correct)  to be installed to the proper areas. For
                                                    example, clients may send down a combination of things
                                                    to be installed like { * } updates, { * }  updates,
                                                    { * } installs, { * } installs, { * } installs etc.
                                                    This can all be accomplished at one time with a { * }
                                                    install.
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243 Maintain CICS Authorization List                When a request comes down from the client to add or      { * }
                                                    delete a userid from the cics authorization list we go
                                                    in and { * } and add or delete the person from the
                                                    { * }. Then if the operator gets a request to delete a
                                                    file or modify the cics file in any way they will see
                                                    if that person has the authority to request such an
                                                    action.
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244 Weekend Change Window Scheduling                This file we maintain and keep it current and follow     { * }
                                                    this list against our { * } that we have to change for
                                                    the maintenance window .For example if we look on the
                                                    list and the { * } normally comes down a certain time
                                                    and the maintenance window wants a different time we
                                                    take this printout and { * } for that { * } on that
                                                    sheet then go into the current plan in { * } to the
                                                    { * } that was requested for that date.Then we pass it
                                                    onto { * }r for that { * } what was done.
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S30 Application                                     Build and maintain job scheduling, install new
Services/Measurement                                programs and procedures and research analysis to
                                                    improve scheduling deficiences.
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245 Measurement Data Collection                     The AMT gathers detailed information necessary to        { * }
                                                    create application measurement reports. These reports
                                                    are distributed to Customer Service Executives for
                                                    presentation to our customers.
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246 Measurement Data Preparation                    Build the weekly measurement package for the current     Lotus Notes - Freelance
                                                    week, in FREELANCE, on either your local hard drive or   - { * } - { * }
                                                    on the LAN(P) drive in the AMT_CSS.  Using the
                                                    worksheet, transcribe the { * } to the FREELANCE
                                                    member. Upon completion, distribute the report by
                                                    either doing an attachment in LOTUS NOTES and sending
                                                    them to the appropriate CSS or informing the CSS that
                                                    the FREELANCE document is available on the LAN(P)
                                                    drive after it has been saved.
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S31 Hardware Support Services                       Local Data Center hardware support, including
                                                    planning, installation/deinstallation of mainframe,
                                                    telecom & PC/LAN equipment.
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247 Equipment Installs/Deinstalls                   This is the process of installing or deinstalling (or    { * }
                                                    disco'ing) equipment in the { * } Service Delivery
                                                    Centers. An IPSS form submitted by Hardware Config, or
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                                    the project manager or their delegate (the
                                    project driver) starts the process.
                                    Coordination is done with the project driver
                                    for cabling and other requirements.
                                    Floorspace is designated and power is
                                    provided for the equipment. Other
                                    departments or groups are engaged to
                                    implement services to complete the
                                    installation. For disco's the process is the
                                    same except in reverse.
-----------------------------------------------------------------------------------------------------------------------
248 Equipment                       This is the process to record and track           { * }
Inventory                           Mainframe peripheral equipment inventory. As
                                    part of the equipment install, { * } a
                                    process is used to plan and place the
                                    equipment on the datacenter floorspace. When
                                    placed in { * }, the inventory information
                                    is input into { * }, and is stored in the {
                                    * } database.
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249 CAD / { * }                     { * } is the CAD system used to support the       { * }
Support                             Equipment Install/Deinstall, Inventory, and
                                    Facility Resource Planning processes.
-----------------------------------------------------------------------------------------------------------------------
250 Facility                        This is the process used to plan and track        { * }
Resource Planning                   floorspace square footage. { * } is used to
                                    track the floorspace used by different
                                    categories of equipment and general
                                    facilities usage. Areas are set up in { * }
                                    that facilitate the reporting of the { * }
                                    such that totals for the { * } can be
                                    produced across all the floors of the
                                    datacenter.
-----------------------------------------------------------------------------------------------------------------------
251 Voice                           The Voice Communication System is an              Nortel Voice Switch
Communications                      in-house PBX telephone system that provides
System                              phone operations for the { * } Data Center.
                                    Requests for new phones are sent to the lead
                                    technician. The lead technician will build
                                    the telephone dataset and ensure the
                                    telephone is installed. For trouble,
                                    Communications hotline is available to page
                                    the on call technician for { * } support.
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252 Phonemail                       Duplicate - same as Phonemail Services above      Octel Voicemail System
System
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253 Circuit                         This is now managed by AT&T. IBM's                { * } Test Set
Testing                             responsibility is providing access and
                                    escorting the technician to the premises
-----------------------------------------------------------------------------------------------------------------------
254 Circuit                         This is now owned by AT&T. IBM is                 { * } CO equipment
backup and                          responsible for first level problem
recovery                            determination by assisting with the reset of
                                    network equipment. If second level
                                    escalation is required, AT&T will dispatch a
                                    technician to restore the failing circuit or
                                    network component.
-----------------------------------------------------------------------------------------------------------------------
255 Equipment                       This is the process of installing or              { * }
Installs/Deinstalls                 deinstalling (or disco'ing) equipment in the
                                    { * } Service Delivery Centers. An IPSS form
                                    submitted by Hardware Config, or the project
                                    manager or their delegate (the project
                                    driver) starts the process. Coordination is
                                    done with the project driver for cabling and
                                    other requirements. Floorspace is designated
                                    and power is provided for the equipment.
                                    Other departments or groups are engaged to
                                    implement services to complete the
                                    installation. For disco's the process is the
                                    same except in reverse
-----------------------------------------------------------------------------------------------------------------------
256 Commercial LAN                  This is the process of utilizing the local        Bridges/{ * }
Access                              area network for accessing LAN and Host
                                    resources. { * } servers are just a few of
                                    the hardware resources used in support of
                                    this process.
-----------------------------------------------------------------------------------------------------------------------
257 Host Access                     This process starts with the assignment of a      { * }
                                    desktop or laptop. The user is then
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                                    provided a user id for both the LAN and HOST
                                    systems. The user ID provides the staff
                                    person access to various drives, printers
                                    and other resources and applications. This
                                    is an internal customer process only.
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258 PC Hardware                     DUPLICATE - SEE PC OPERATING SYS BUILDS           Desktops/laptops
Builds
------------------------------------------------------------------------------------------------------------------------------------
259 PC Operating                    This is the process of procuring and              { * } Direct Attach Cables
System Builds                       supporting pc hardware and software.
                                    Hardware/software is procured for the pc for
                                    the department by PC/ LAN. PCs are received
                                    and inventoried. All new hardware procured
                                    by Asset Management is Y2K compliant by
                                    default. (Any current equipment that is not
                                    Y2K compliant is to be replaced by the
                                    Dallas PC/LAN group).The NCO Y2K build is
                                    then installed on the new pc and the machine
                                    is configured. Any additional required
                                    software is installed before it is installed
                                    at its final destination. Hardware/ Software
                                    problems and requests are then handled
                                    either by the { * } or the local Dallas
                                    PC/LAN group depending on the nature of the
                                    problem/request. This includes hardware
                                    failures, hardware upgrade requirements,
                                    software problems, and software requests.
------------------------------------------------------------------------------------------------------------------------------------
260 System                          This is the process of procuring and              PC
Monitor /                           supporting pc hardware and software for the
Automation                          purpose of monitoring system applications
                                    and hardware platforms. Hardware/software is
                                    procured for the pc for the department by
                                    PC/LAN. PCs are received and inventoried.
                                    All new hardware procured by Asset
                                    Management is Y2K compliant by default. (Any
                                    current equipment that is not Y2K compliant
                                    is to be replaced by the Dallas PC/LAN
                                    group).The NCO Y2K build is then installed
                                    on the new pc and the machine is configured.
                                    Any additional required software is
                                    installed before it is installed at its
                                    final destination.
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261 FAX                             This is the process of transmitting and           FAX machines, FAX software
                                    receiving facsimile copies. This process
                                    starts with a request from a customer via a
                                    fax. The request is then logged for action
                                    and follow-up. The process is closed out
                                    after the request is executed and the
                                    customer has acknowledged receipt of the
                                    final product.
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262 LAN Access                      Duplicate of Lan/Host Access                      Bridges, CAU's, Routers
------------------------------------------------------------------------------------------------------------------------------------
263 LAN Printing                    LAN Printing is setup through Premise             Printers
                                    Computing. They distribute and support all
                                    Print Servers currently in place. This
                                    process will be moving by the end of the
                                    year and will be handled by the NCO group.
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264 Tape               65           This is the process of procuring and              { * } software
Tracking/Scanning                   supporting pc hardware and software for the
                                    purpose of Tracking/Scanning tapes.
                                    Hardware/software is procured for the pc for
                                    the department by PC/LAN. PCs are received
                                    and inventoried. The NCO Y2K build is then
                                    installed on the new pc and the machine is
                                    configured. Any additional required software
                                    is installed before it is placed at its
                                    final destination.
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265 Procurement                     This is the process for ordering software,        { * } process
                                    hardware and misc. supplies in order for the
                                    Hardware Support department to support its
                                    customers. The process
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                                          starts with a request by a customer.  The buyer in the hardware support
                                          department will order items as required via the { * } system.
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S32 Production Support                    Provide local enhanced technical, application and output services.
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266 New Customer Boarding                 All New Ded-Proc (dedicated processor) Customers that are monitored for BATCH       { * }
                                          or CONSOLE by Dallas  go through a boarding process. The request is received
                                          through ({ * }). A meeting will be scheduled Via ({ * }) to start the process.
                                          A { * } plan is created, our department will use this plan to schedule and
                                          maintain our ON-TIME delivery commitment to the customer. We use ({ * } and
                                          the { * }) applications to verify or log issues with our New customer.  { * }
                                          is used to contact personnel within IBM and or AT&T to coordinate the boarding
                                          process.
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267 { * } Change Coordination  34         The Change management process for the Dallas and Irving Data Centers entails        { * }
                                          review of all change activities/records that are recorded in the { * } system.
                                          The requests come in from internal(support groups)  and external (customers)
                                          are reviewed for implementation by both the Change management group and
                                          operations before final approval is given. There are 2 review meeting and a
                                          final change review on Friday. If the change is not approved or fails, customer
                                          is notified and the change activity would have to be rescheduled. All change
                                          records are closed and are kept in the { * } data base.
------------------------------------------------------------------------------------------------------------------------------------
268 Local Support for          65,66      The process of receiving, tracking and following through closure the internal       { * }
Production Services                       and external customer requests into the Production Support Organization. The
                                          request is received by the Production Support group via ({ * }). A determination
                                          is then made if the request falls within the scope of the Production Support
                                          Organization. Research must be done to determine ownership of the request ({ * })
                                          are all used to accomplish the task. If the request does not fall within our
                                          control the requester is notified via ({ * }). If the request does fall within
                                          the scope of our department the same tools are used to resolve the issue. The
                                          request is then marked complete in the
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269 Turnover Support                      A request is received via e-mail ({ * }) of a turnover issue. The turnover          { * }
                                          report is created with a REXX program and is maintained by our department. Any
                                          changes to the report are made via ({ * }). On completion of any change to the
                                          turnover report, notification is sent to the requester via e-mail ({ * }).
------------------------------------------------------------------------------------------------------------------------------------
270 Custom Print Application   44         The process of receiving, tracking and following through closure the internal       { * }
Development                               and external customer requests into the Production Support  Output Organization.
                                          The request is received by the Production Support Output group via e-mail
                                          ({ * }).The request may come in the form of an attachment using (MICROSOFT
                                          PROJECT, WORD or EXCEL). A determination is then made if the request falls within
                                          the scope of the Production Support Output Organization. If not the requester is
                                          notified via e-mail ({ * }). If the request
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                                                      does fall within the scope of our department
                                                      the following set of tools/applications can be
                                                      used to accomplish the request ({ * }). The
                                                      request is then marked complete in the
                                                      database once it has been satisfied
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271 Custom Stmt/Letter Design                         The process of receiving, tracking and            { * }
                                                      following through closure the internal and
                                                      external customer requests into the Production
                                                      Support Output Organization. The request is
                                                      received by the Production Support Output
                                                      group via e-mail ({ * }). The request may come
                                                      in the form of an attachment using ({ * }). A
                                                      determination is then made if the request
                                                      falls within the scope of the Production
                                                      Support Output Organization. If not the
                                                      requester is notified via e-mail ({ * }). If
                                                      the request does fall within the scope of our
                                                      department the following set of
                                                      tools/applications can be used to accomplish
                                                      the request ({ * }). The request is then
                                                      marked complete in the database once it has
                                                      been satisfied.
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272 Production Services Training                      All employees need training, to keep current      { * }
                                                      skill levels up to date. Classes { * } are
                                                      available through use of ({ * }) to enroll.
                                                      Some of the internal applications we use on a
                                                      day to day basis change or are upgraded ({ * }
                                                      system). We receive a notification via e-mail
                                                      ({ * }) of such a change or upgrade.
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273 Automated Tools Support For       48,52           The Output Support group uses a variety of        { * }
Output Svs.                                           Tools to Test and or Implement an Application
                                                      used in any Platform product. Any output
                                                      documentation will be processed in the same
                                                      method. The following is a list of all Tools
                                                      used to incorporate any Output activity: ({ *
                                                      }). The results of such testing can be found
                                                      in MICROSOFT PROJECT, WORD, and EXCEL. The
                                                      Process to notify of the results can be via
                                                      e-mail ({ * }). The results are then logged in
                                                      a { * } database.
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274 Technology/Process Transition                     All New Technology should be tested on a LAB      { * }
                                                      SYSTEM prior to a production host or
                                                      application. When New Technology (new version
                                                      of { * }) are introduced to the operations
                                                      environment the Production Support group is
                                                      responsible to document the change via e-mail
                                                      ({ * }). The New Technology should be
                                                      implemented with a change activity in { * }.
                                                      If the New Technology is successful the
                                                      activity in { * } is closed. If not, the
                                                      activity is written up in turnover via ({ * }).
                                                      Management is notified via ({ * }) and may
                                                      be flagged ({ * }) for all of operations to
                                                      view. New Technologies/ Processes are listed
                                                      on the WEBBROWSER and or a MICROSOFT PROJECT,
                                                      this is available to all IBM personnel.
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S33 Customer Support                                  Liaison between the IPS Organization and its
                                                      customers regarding to any Service Delivery
                                                      issues.
------------------------------------------------------------------------------------------------------------------------------------
275 Customer Support Request          34              The process of receiving, tracking and            { * }
Handling                                              following through closure the internal and
                                                      external customer requests into the Customer
                                                      Support Organization. The request is received
                                                      by the Customer Support Exec (CSE) via either
                                                      an { * }. A determination is then made by the
                                                      CSE as to if the request falls within the
                                                      scope
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                                             of the Information Processing Systems and Services (IPSS) organization. If not,
                                             the requester is informed { * }. If so, the request is { * } into a { * }
                                             database for { * }. The CSE then invokes the appropriate resources within the
                                             IPSS organization to ensure the appropriate resolution / implementation steps
                                             are developed. The resolution or implementation steps are then fed back to the
                                             customer. The request is then marked closed in the database once it has been
                                             satisfied.
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276 Report / Measurement         19,47,51    The gathering of supporting data, inputting into a report format and the         { * }
Generation                                   distribution of { * } reports to customers as required.  A mutually agreed to
                                             set of reports and measurements are provided to our customers by the Customer
                                             Support Exec (CSE) on mutually agreed to frequencies.  The underlying data for
                                             these reports / measurements are obtained from multiple sources such as { * }
                                             job output, { * } Tickets, { * }  This data is then compiled, analyzed and
                                             formatted, using such tools { * }, into the appropriate Report / Measurement
                                             format.  Finally, the finished Reports / Measurements are distributed to the
                                             customer via e-mail (Lotus Notes) or in hard copy format, as required.
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277 RCA Review / Distribution    51          Obtaining RCA's from the owning group(s), reviewing for input and accuracy and   { * }
                                             distributing as appropriate.  For IBM caused event(s) that occur in the Data
                                             Center, resulting in significant (wide-spread) customer impact, a formal Root
                                             Cause Analysis (RCA) or Postmortem is published by the Customer Support Exec
                                             (CSE).  The initial RCA is created by operations in { * }.  The CSE reviews
                                             the RCA for { * }, obtains { * }, if required, and ensures that the proper
                                             { * } and { * } have been identified and assigned.  The RCA is then distributed
                                             to the customer via e-mail (Lotus Notes).
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278 Dean Witter Critical         51          This process has been combined with Report/ Measurement Generation process       { * }
Incidents                                    above.
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279 Meeting Chairing /           51          Hosting / Participating in defined customer and internal meetings,               { * }
Participation                                producing/distributing minutes as is appropriate. The Customer Support Exec
                                             (CSE) chairs regularly scheduled customer status meetings, producing minutes
                                             where required. These minutes are distributed via e-mail (Lotus Notes) and are
                                             retained either in Lotus Notes or on the department LAN drive.  The CSE also
                                             chairs both customer and internal "as required" planning and working
                                             meetings.  The CSE participates in various regularly scheduled internal
                                             meetings, such as { * }.  All of these meetings are either attended in person,
                                             via the telephone or using a conference bridge.
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S34 Production Control                       Maintaining local data center documentation in support of the production control
                                             service.
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280 Data Center Documentation                The process of receiving, tracking and following through closure the internal    { * }
                                             and external documentation update requests into the Customer Support
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                                                      Organization. The request is received via
                                                      the Production Support Dallas Lotus Notes
                                                      ID. A determination is then made as to if
                                                      the request falls within the scope of the
                                                      Customer Support department. If not, the
                                                      requester is informed and the process ends.
                                                      If so, the request is logged into an e-mail
                                                      database { * } for tracking purposes. The
                                                      master copy of the document is then updated
                                                      on VM, using { * }. Once the document has
                                                      been updated, it is sent to { * } for
                                                      approval. Once approval has been received,
                                                      the new version of the document is loaded
                                                      to { * }, and distributed and necessary.
                                                      The request is then marked closed in the
                                                      database once it has been satisfied.
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S35 Tape Management                                   Maintaining local data center documentation
                                                      in support of the tape management service.
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281 Data Center Documentation                         The process of receiving, tracking and            { * }
                                                      following through closure the internal and
                                                      external documentation update requests into
                                                      the Customer Support Organization. The
                                                      request is received via the Production
                                                      Support Dallas mailbox Lotus Notes ID. A
                                                      determination is then made as to if the
                                                      request falls within the scope of the
                                                      Customer Support department. If not, the
                                                      requester is informed and the process ends.
                                                      If so, the request is logged into an e-mail
                                                      { * } for tracking purposes. The master
                                                      copy of the document is then updated on VM,
                                                      using Once the document has been updated,
                                                      it is sent to { * } for approval. Once
                                                      approval has been received, the new version
                                                      of the document is loaded to { * }, and
                                                      distributed and necessary. The request is
                                                      then marked closed in the database once it
                                                      has been satisfied.
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S36 Dedicated Processing                              Maintaining local data center documentation
                                                      in support of the dedicated process
                                                      service.
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282 Data Center Documentation                         The process of receiving, tracking and            { * }
                                                      following through closure the internal and
                                                      external documentation update requests into
                                                      the Customer Support Organization. The
                                                      request is received via the Production
                                                      Support Dallas Lotus Notes ID. A
                                                      determination is then made as to if the
                                                      request falls within the scope of the
                                                      Customer Support department. If not, the
                                                      requester is informed and the process ends.
                                                      If so, the request is logged into a e-mail
                                                      database { * } for tracking purposes. The
                                                      master copy of the document is then updated
                                                      on VM, using { * }. Once the document has
                                                      been updated, it is sent to { * } for
                                                      approval. Once approval has been received,
                                                      the new version of the document is loaded
                                                      to { * }, and distributed and necessary.
                                                      The request is then marked closed in the
                                                      database once it has been satisfied.
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283 DR Support For Dedicated                          The Contingency Support Exec (CSE) will            { * } Contingency Requests
Processing                                            provide planning, documentation,                   { * }, Lotus Freelance,
                                                      coordination and test support. Each                { * }, MS Word
                                                      customer has a different level of support
                                                      depending on the provisions that was
                                                      agreed to in their dedicated
                                                      processor contract. The CSE will
                                                      coordinate with the IBM support groups the
                                                      creation of
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                                            the recovery plans for the host platform, tape
                                            shipment and IBM network attachments to the
                                            customer host, as well work with the customer
                                            support group with the application data recovery
                                            plans. The CSE will { * }, will { * } and provide
                                            them to the customer via e-mail, fax or mail. All
                                            new customer projects, test schedules and results
                                            are located in a e-mail database { * }.
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S37 Contingency                             Local Data Center support of the overall IPS
                                            Contingency Service owned by the CPADMIN group
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284 Local Contingency Support   85,86,89    The local coordination of all internal contingency      { * } Contingency Requests { * }
                                            tests in conjunction with the CPADMIN group. The
                                            request are received by the Contingency Support Exec
                                            (CSE) via e-mail and meetings. The local contingency
                                            coordinator will the ensure all sync day processing
                                            is scheduled to create the tape pullist used for
                                            shipping of the contingency files to appropriate
                                            contingency site. The coordinator will also ensure
                                            that production services has all the needed
                                            documentation for the contingency test. The local
                                            coordinator will then report through e-mail,
                                            telephone or meeting all completed tasks and problems
                                            to CPADMIN.
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Schedule O to Services Agreement                           MSDW/IBM Confidential
                                      O-41                  Final Execution Copy