Services Agreement [Schedule B] - Morgan Stanley Dean Witter & Co. and International Business Machines Corp.
SCHEDULE B
Performance Standards
1. INTRODUCTION............................................................................................. 1
1.1 Objectives and Goals............................................................................ 1
1.2 Definitions..................................................................................... 1
2. OVERVIEW OF PERFORMANCE STANDARDS........................................................................ 7
2.1 Rights and Remedies............................................................................. 7
2.2 Overview of Performance Standards............................................................... 7
3. BUSINESS DELIVERY STANDARD EVENTS........................................................................ 7
4. MINIMUM PERFORMANCE STANDARD EVENTS...................................................................... 8
4.1 Minimum Performance Standards................................................................... 8
4.2 Minimum Performance Standard Event.............................................................. 8
4.3 Performance Standard Credits.................................................................... 8
4.4 Assessment of Performance Standard Credits...................................................... 8
5. ADJUSTMENT OF PERFORMANCE STANDARDS...................................................................... 9
5.1 Review of Performance Standards................................................................. 9
5.2 Proposing Changes to Performance Standards...................................................... 10
5.3 Approval of Proposals........................................................................... 10
6. ENTERPRISE-WIDE PERFORMANCE STANDARDS.................................................................... 12
6.1 Help Desk Problem Management Performance Standards.............................................. 12
6.2 Contingency Services Performance Standards...................................................... 13
6.3 Delivery Times for Invoices and Billing Information............................................. 14
6.4 Moves, Adds and Changes......................................................................... 14
7. GENERAL.................................................................................................. 15
7.1 Largest Performance Standard Credit Applies..................................................... 15
7.2 MSDW Business Unit Customer Satisfaction........................................................ 15
7.3 Hours........................................................................................... 16
7.4 Measurement Frequency........................................................................... 16
7.5 Right of Access to Performance Standard Information............................................. 16
7.6 Multiple Performance Standard Conditions........................................................ 16
7.7 Excused Events.................................................................................. 17
7.8 Establishment of Performance Standards Applicable to Managed Data Network Services (MDNS)....... 17
ATTACHMENT B-1: Performance Standards for Novus Financial.................................................. B1 - 1
--------------
ATTACHMENT B-2: Performance Standards for Dean Witter Reynolds............................................. B2 - 1
--------------
ATTACHMENT B-3: Performance Standards for Discover Financial Services...................................... B3 - 1
--------------
ATTACHMENT B-4: Voice Services Performance Standards....................................................... B4 - 1
--------------
--------------------------------------------------------------------------------
Schedule B to Services Agreement MSDW/IBM Confidential
B-i Final Execution Draft
<PAGE>
1. INTRODUCTION
1.1 Objectives and Goals.
--------------------
(a) Pursuant to Section 8.1(a) of the Agreement, this Schedule B sets
forth the Performance Standards and the methodologies that will
be used to measure IBM's performance of the Services.
(b) It is the Parties' intent that this Schedule B be amended from
time to time in an expeditious fashion pursuant to Article 6 of
this Schedule B.
1.2 Definitions.
-----------
(a) "Amount at Risk" shall mean, for any calendar month of the Term,
the amount equal to { * } of the aggregate of all charges payable
to IBM under the Agreement for such calendar month.
(b) "Availability" of any Service means the extent to which such
Service is actually Available for Use by MSDW or a particular
MSDW Business Unit, expressed (i) as a percentage pursuant to the
following formula
Availability % = { * }
or (ii) as otherwise set forth in the Attachments (e.g., limits
on length and duration of Outages).
(c) "Available for Use" means the ability of Services, to the extent
IBM is responsible for providing such ability as part of a
Service, to be used by MSDW or a particular MSDW Business Unit in
accordance with the specifications for such Services. With
respect to Data Network Services, "Available for Use" includes
the ability, to the extent IBM is responsible for providing such
ability as part of the Services, of data to be transmitted and
received, without IBM-caused corruption, by an MSDW Business Unit
between IBM service demarcation points of the Data Network. With
respect to the Help Desk, "Available for Use" includes the
ability, to the extent IBM is responsible for providing such
ability as part of the Services, of a user to access on-line
problem tracking systems and Help Desk personnel that are ready
and capable of initiating and managing the Problem resolution
process for Problems reported by such user.
(d) "Basis Period" means the aggregate of the Scheduled Uptime during
the corresponding Measurement Window.
(e) "Batch Completion Time" means the time of day at which (i) the
time stamp is placed on a Batch Job by the operating system and
recorded in an automated job scheduling system indicating that
processing has completed successfully, and (ii) such completed
processing is Available for Use.
(f) "Batch Input Queue Time" means the amount of time between (i) the
moment when a particular Batch Job is received by the host
processor's batch job reader, and (ii) the moment when such Batch
Job is actually initiated by the CPU.
--------------------------------------------------------------------------------
Schedule B to Services Agreement MSDW/IBM Confidential
B-1 Final Execution Draft
<PAGE>
(g) "Batch Job" shall mean any of the scheduled mainframe processing
jobs, including those specified in the Attachments, for which IBM
is responsible.
(h) "Business Days" will mean Monday through Friday (except holidays
on which the offices of MSDW or an MSDW Business Unit, as
applicable, are not open for regular business). Where this
Schedule B provides for the addition or subtraction of a Business
Day(s), the result will mean the same time of day as the time of
an event on the original Business Day (i.e., an Outage at 3:00
p.m. local time on Monday is recovered by the following Business
Day if such recovery occurs by 3:00 p.m. local time on Tuesday,
provided that both Monday and Tuesday are Business Days).
(i) "Business Delivery Standards" has the meaning set forth in
Section 2.2(a) of this Schedule B.
(j) "Business Delivery Standard Event" has the meaning set forth in
Article 3 of this Schedule B.
(k) "Business Impacting Event" means significant errors, omissions or
other circumstances with respect to a Print and Insertion Job or
a Print Only Job for which IBM is responsible that may reasonably
have a significantly adverse effect on MSDW or MSDW customers.
Depending on the circumstances on a "per occurrence basis," and
as agreed upon by the Parties, Business Impacting Events may
include:
(i) Failure to print and/or mail a complete sequence/cycle for
a client;
(ii) Statements printed on the wrong form;
(iii) Statements mailed in the wrong external envelope;
(iv) Failure to mail a scheduled insert that could result in a
fine or regulatory compliance issue for the client (credit
terms notification, quarterly financial statements, etc.);
(v) Documents sent to wrong customer;
(vi) Duplicate documents sent to the same customer;
(vii) Wrong insert included with customer documents;
(viii) Misplacement of data on the form or document, especially
OCR scan line; or
(ix) Poor quality (not machine scannable) MICR print.
(l) "Busy Hour" means the hour of each day during the applicable
Measurement Window in the Voice Network or Data Network, as
applicable, carries the most traffic.
--------------------------------------------------------------------------------
Schedule B to Services Agreement MSDW/IBM Confidential
B-2 Final Execution Draft
<PAGE>
(m) "Credit Amount" will mean the Level One Credit Amount, Level Two
Credit Amount or Level Three Credit Amount, as applicable.
(i) "Level One Credit Amount" shall mean the amount equal to {
* }.
(ii) "Level Two Credit Amount" shall mean the amount equal to {
* }.
(iii) "Level Three Credit Amount" shall mean the amount equal to
{ * }.
(n) "Data Network" has the meaning set forth in Section 1.1(e) of
Schedule A.
(o) "Data Network Maintenance Window" has the meaning set forth in
Section 1.1(f) of Schedule A.
(p) "Delivery Time" means the time of day at which, or period of time
in which, as applicable, a deliverable specified in this Schedule
B (including Section 6.3 of this Schedule B) is delivered by IBM
to the appropriate location and addressed to the appropriate
recipient(s) designated from time to time by MSDW or a MSDW
Business Unit.
(q) "Excused Downtime" means the aggregate, during a Measurement
Window, of any periods of Scheduled Uptime during which a Service
that corresponds to such Scheduled Uptime is not Available for
Use, and:
(i) for which the Parties have mutually pre-arranged and
agreed that such Service will not be Available for Use, or
(ii) for which IBM is excused from performing as set forth in
Section 7.7 of this Schedule B.
(r) "Frame Delivery Rate" means the quantity calculated as (i) the
aggregate number of all data packets introduced at a Data Network
ingress point during the Basis Period for the Data Network that
reach the intended Data Network egress point without any data
corruption in such packets, divided by (ii) the aggregate number
of all data packets introduced at a Data Network ingress point
during such Basis Period, the result expressed as a percentage.
Upon the commencement of any of the baselining processes
applicable to MDNS Frame Delivery Rate Performance Standards (as
such processes are described in Section 7.8 of this Schedule B),
the Parties will review the foregoing definition of "Frame
Delivery Rate" as it relates to MDNS and may modify such
definition for MDNS to the extent mutually agreed by the Parties.
(s) "Help Desk" has the meaning set forth in Section 4.7 of
Schedule A.
(t) "IPSS Maintenance Window" has the meaning set forth in Section
1.1 of Schedule A.
(u) "IPSS Production Support Center" shall have the meaning set forth
in Schedule A.
--------------------------------------------------------------------------------
Schedule B to Services Agreement MSDW/IBM Confidential
B-3 Final Execution Draft
<PAGE>
(v) "Latency" shall means the time interval, during Scheduled Uptime,
between (i) the moment when the last bit of a data packet of a
ping is presented to an ingress/egress demarcation point of the
Data Network, until (ii) the moment when the last bit of a data
packet of the returned ping exits such ingress/egress demarcation
point. Upon the commencement of any of the baselining processes
applicable to MDNS Latency Performance Standards (as such
processes are described in Section 7.8 of this Schedule B), the
Parties will review the foregoing definition of "Latency" as it
relates to MDNS and may modify such definition to the extent
mutually agreed by the Parties.
(w) "MACs Time" means the interval of time between (i) receipt by IBM
of a request by an MSDW Business Unit for a move, add, or change
of a Service at one or more sites, and (ii) the time IBM
successfully completes such request. MACs Time with respect to
Data Network Services or Voice Services includes the time
necessary to provide any implementation, testing, configuration
and tuning Services with respect to related network Software
changes in a production environment. Upon the completion of the
process described in Section 6.4(b) of this Schedule B, the
Parties will review the foregoing definition of "MACs Time" and
to the extent mutually agreed, modify the definition as necessary
and appropriate under the circumstances, including, to the extent
mutually agreed, as necessary to exclude time during which IBM is
tendering performance of a move, add or change Service and MSDW
is not in compliance with any mutually agreed upon
site-preparation requirements.
(x) "Mailer" means a unit of mail to a MSDW customer (e.g., an
envelope and its contents) for which IBM is responsible for
printing, organizing, processing, preparing for mailing and
mailing pursuant to a particular Print and Insertion Job.
(y) "Measurement Window" means the periods of time specified for a
Performance Standard during which IBM's actual performance of the
relevant Services is to be measured against the corresponding
Performance Standards.
(z) "Minimum Performance Standards" has the meaning set forth in
Section 2.2(b) of this Schedule B.
(aa) "Minimum Performance Standard Event" has the meaning set forth in
Section 4.2 of this Schedule B.
(bb) "On-lines" means those interactive mainframe processing jobs for
which IBM is responsible.
(cc) "Outage" will mean any period of Scheduled Uptime during which a
Service for which IBM is responsible as part of the Services and
that correspond to such Scheduled Uptime is not Available for
Use, excluding Excused Downtime. IBM will proactively monitor the
provision of Services and report any Outages to MSDW and any
affected MSDW Business Units as mutually agreed.
(dd) "Performance Standards" mean the Minimum Performance Standards
and the Business Delivery Standards, collectively.
--------------------------------------------------------------------------------
Schedule B to Services Agreement MSDW/IBM Confidential
B-4 Final Execution Draft
<PAGE>
(ee) "Performance Standard Credit" will mean, with respect to each
Minimum Performance Standard Event in a calendar month of the
Term, the amount specified as such in this Schedule B for the
corresponding Minimum Performance Standard.
(ff) "Postal Day" means U.S. Postal Service workdays. Where this
Schedule B provides for the addition or subtraction of a Postal
Day(s), the result will mean the same time of day as the time
of an event on the original Postal Day (i.e., if the completion
time for a Print and Insertion Job is scheduled for 3:00 p.m.
on Monday and is extended by one (1) Postal Day, the resulting
completion time is 3:00 p.m. local time on Tuesday, provided
that both Monday and Tuesday are Postal Days).
(gg) "Print Productivity" means, with respect to a Print Only Job or
a Print and Insertion Job, the time between the moment of
receipt by IBM from a MSDW Business Unit of the necessary data
files that such MSDW Business Unit is responsible for providing
IBM in conjunction with such Print Only Job or Print and
Insertion Job, and (i) if the job is a Print Only Job, the time
that the aggregate printed output associated with such Print
Only Job is printed and tendered for pick-up or delivery, as
appropriate, to the appropriate MSDW vendor responsible for
mailing such printed output, or (ii) if the job is a Print and
Insertion Job, the time that all Mailers associated with that
Print and Insertion Job are prepared for mailing (i.e.,
printed, inserted and postmarked), delivered to the IBM presort
vendor and delivered to the U.S. Postal Service.
(hh) "Print and Insertion Job" means (i) the printing, processing,
organizing, inserting and preparation for mailing of the
printed and other materials that are specified in the
Attachments to this Schedule B, and (ii) the mailing of such
materials to MSDW customers or the delivery of such materials
to the appropriate IBM vendor responsible for mailing such
materials.
(ii) "Print Only Job" means (i) the printing of the items specified
in the Attachments to this Schedule B, and (ii) the performing
of any post-printing Service, including processing and
organizing, that prepares such items for pickup by the
appropriate MSDW vendor or delivery to the appropriate
destination of such MSDW vendor responsible for mailing such
items.
(jj) "Problem" means (i) any user question or concern regarding the
Services, or (ii) any unscheduled event that adversely affects
the Services. Upon notification of a Problem to a Help Desk,
IBM shall identify and classify such Problem according to the
Severity Levels; however, MSDW may reasonably and in good faith
change the Severity Level selected by IBM to more accurately
reflect the effect of a Problem on MSDW.
(kk) "Response Time" will mean the time interval, during Scheduled
Uptime, between the moment when a message is presented to an
ingress point of the Data Network until the moment when the
complete transmission of the return message is presented to the
originator, including Transmission Time from the originator,
host processing time (including records search time and/or
application processing time), and Transmission Time back to the
originator, unless expressly
--------------------------------------------------------------------------------
Schedule B to Services Agreement MSDW/IBM CONFIDENTIAL
B-5 Final Execution Draft
<PAGE>
provided otherwise, but excluding time during which the message
is processed by systems for which IBM is not responsible as
part of the Services.
(ll) "Scheduled Uptime" will mean, with respect to a Performance
Standard, the time set forth in Article 6 of this Schedule B or
the Attachments during which the applicable corresponding
Services for which IBM is responsible are scheduled to be
Available for Use during the applicable Measurement Window.
(mm) "Severity Level" shall have the meaning set forth in Section
6.1 of this Schedule B.
(nn) "Speed of Answer" means, with respect to a Help Desk call, the
time between (i) the Automatic Call Distributor's receipt of
the call, and (ii) the time the call is answered by a live call
agent responsible for MSDW Problem resolution management.
(oo) "Successful Address Space Threshold" means, with respect to CPU
allocation, the percentage of Successful Samples obtained to
all samples taken categorized by CPU task classification (e.g.,
STC, On-lines, TSO, Batch) and class of service (e.g., A, B, C)
for a single CPU address space during the applicable
Measurement Window.
(pp) "Successful Job Threshold" means, with respect to CPU
allocation, the percentage of all CPU jobs that meet the agreed
upon Successful Address Space Threshold (i.e., if the
Successful Address Space Threshold is X% and the Successful Job
Threshold is Y%, then X% of the samples must be successful Y%
of the time).
(qq) "Successful Sample" means, with respect to CPU allocation, the
circumstance in which a sampled address space is not waiting
for resources such as CPU or memory.
(rr) "Transmission Time" means the time interval, during Scheduled
Uptime, between (i) the moment when the last bit of a message
is presented to an ingress point of the Data Network, until
(ii) the moment when that last bit of such message exits an
egress point of such Data Network at the appropriate node.
(ss) "Trigger Event" has the meaning set forth in Section 5.1(b) of
this Schedule B.
(tt) "Unexcused Downtime" means time during the Scheduled Uptime for
a Measurement Window that is not Excused Downtime and during
which a particular Service for which IBM is responsible as part
of the Services is not Available for Use by MSDW or a
particular MSDW Business Unit, as applicable, due to an action,
omission or resource for which IBM is responsible under the
Agreement. Notwithstanding the foregoing, Outages less than ten
(10) minutes in duration for which causation is not determined
(i) will be deemed Unexcused Downtime with respect to CICS, DB2
or TCAM, or any other systems agreed upon by the Parties, and
(ii) will be deemed Excused Downtime with respect to AIS, the
Sequent system, or any other systems agreed upon by the
Parties.
--------------------------------------------------------------------------------
Schedule B to Services Agreement MSDW/IBM CONFIDENTIAL
B-6 Final Execution Draft
<PAGE>
All other capitalized terms not defined herein shall have the
meaning set forth in the Agreement.
2. OVERVIEW OF PERFORMANCE STANDARDS
2.1 Rights and Remedies.
-------------------
Except to the extent that { * } of this Schedule B, { * } relating
to a failure to perform the Services.
2.2 Overview of Performance Standards.
---------------------------------
The Performance Standards consist of the following sets of metrics:
(a) Business Delivery Standards. This Schedule B, including the
---------------------------
Attachments, set forth certain obligations regarding IBM's
performance of the Services which reflect IBM's performance
of the Services historically (such Performance Standards the
"Business Delivery Standards"). MSDW and IBM each acknowledge
that the agreed-upon Business Delivery Standards largely
reflect an average over a year of monthly performance
results, with some individual months' results for a given
Business Delivery Standard falling above the agreed Business
Delivery Standard and some falling below. Inherently, then,
there will continue to be a range of monthly Business
Delivery Standard results, some above and some below the
corresponding Business Delivery Standard. See Article 3 below
for the handling of Business Delivery Standard Events.
(b) Minimum Performance Standards. This Schedule B, including the
-----------------------------
Attachments, set forth certain contractual obligations
regarding IBM's performance of the Services that if not
achieved or exceeded by IBM may have a significant, adverse
impact on MSDW or its business (the "Minimum Performance
Standards"). See Article 4 below for the handling of Minimum
Performance Standard Events.
Attachments B-1 through B-3 of this Schedule B each set forth the
Performance Standards applicable to particular MSDW Business Units,
and Attachment B-4 of this Schedule B sets forth Performance
Standards for Voice Services applicable to all MSDW Business Units.
3. BUSINESS DELIVERY STANDARD EVENTS
The Parties have created Business Delivery Standards which represent IBM's
historical performance. The Parties will use these Business Delivery
Standards as a basis to measure IBM's commitment under the first sentence
of Section 8.1 of the Agreement. If IBM's performance fails to achieve a
Business Delivery Standard (a "Business Delivery Standard Event"), IBM
will analyze the failure and take appropriate remedial steps to rectify
the underlying problem(s). As appropriate, IBM will determine the cause of
a Business Delivery Standard Event. Resolution of a problem may result in
additional technology investment by IBM or MSDW, changes in operations,
procedures or Performance Standards, changes in system or applications
software or other factors. MSDW approval for such resolution will be
required to the extent that such resolution involves (a) additional
charges to MSDW, (b) any change in MSDW operations, MSDW procedures, or
MSDW Software, (c) any change in the scope or
--------------------------------------------------------------------------------
Schedule B to Services Agreement MSDW/IBM CONFIDENTIAL
B-7 Final Execution Draft
<PAGE>
delivery of Services, (d) any change to the Performance Standards, or (e)
any other change to the terms of the Agreement. MSDW acknowledges that the
time frame for IBM to analyze and resolve Business Delivery Standard
Events may vary depending on the nature and extent of the underlying
problem(s), and IBM agrees to exercise diligence in diagnosing and
remedying the underlying problem(s). Where the resolution to a Business
Delivery Standard Event requires MSDW agreement as described in this
Article, IBM will communicate its proposed remediation plan to MSDW and
obtain MSDW's agreement before proceeding.
4. MINIMUM PERFORMANCE STANDARD EVENTS
4.1 Minimum Performance Standards.
-----------------------------
IBM agrees that its performance of the Services will meet or exceed
each of the Minimum Performance Standards.
4.2 Minimum Performance Standard Event.
----------------------------------
If IBM fails to achieve a Minimum Performance Standard (a "Minimum
Performance Standard Event"), IBM will, at no additional charge to
MSDW: (a) promptly and fully report to MSDW the relevant
circumstances and causes of such failure that are known initially;
(b) promptly undertake an appropriate causal analysis to determine
and diagnose the problem(s) causing the failure and to identify the
necessary remedial measures to be taken to rectify the problem(s)
so it does not continue or reoccur, promptly notifying any affected
MSDW Business Unit(s) of its determinations in these regards; (c)
promptly pursue and implement remedial measures, applying such new
or additional resources or services as are reasonably required in
order to rectify the underlying problem(s); and (d) { * } pursuant
to Section 8.2(b) of the Agreement, pay the applicable Performance
Standard Credit as computed pursuant to this Article 4.
4.3 Performance Standard Credits.
----------------------------
(a) If more than one such Minimum Performance Standard Event
occurs in a single calendar month, the sum of the
corresponding Performance Standard Credits shall be credited
to MSDW { * } pursuant to Section 8.2(b) of the Agreement.
(b) In no event shall the total amount of Performance Standard
Credits credited to MSDW with respect to Minimum Performance
Standard Events occurring in a calendar month exceed, in the
aggregate, the Amount at Risk for such calendar month.
4.4 Assessment of Performance Standard Credits.
------------------------------------------
(a) In the event of a Minimum Performance Standard Event, IBM
shall credit to MSDW pursuant to Subsection (e) of this
Section an amount (the "Credit Equivalent") equal to the
applicable Performance Standard Credit on the monthly invoice
rendered by IBM during the month immediately following the
month in which the corresponding Minimum Performance Standard
Event was reported to MSDW or the applicable MSDW Business
Unit(s); or, if IBM is not obligated to prepare a monthly
invoice for MSDW for the month immediately
--------------------------------------------------------------------------------
Schedule B to Services Agreement MSDW/IBM CONFIDENTIAL
B-8 Final Execution Draft
<PAGE>
following the month in which the corresponding Minimum
Performance Standard Event was reported, IBM shall pay such
Credit Equivalent to MSDW within { * } of the end of the
calendar month in which the corresponding Minimum
Performance Standard Event was reported to MSDW or the
applicable MSDW Business Unit(s). Notwithstanding the
foregoing, IBM's crediting of the Credit Equivalent pursuant
to this Subsection (a) shall not { * } to receive the
applicable Performance Standard Credit { * } under the
Agreement.
(b) At any time within { * } after the occurrence of a Minimum
Performance Standard Event, { * } corresponding to such
Minimum Performance Standard Event { * }. { * } shall not {
* } to receive the applicable Performance Standard Credit {
* } under the Agreement.
(c) If, after { * } after the occurrence of a Minimum
Performance Standard Event, { * } corresponding to such
Minimum Performance Standard Event, then MSDW shall { * },
and MSDW's { * } Credit Equivalent shall { * }, the Minimum
Performance Standard Credit for the Minimum Performance
Standard Event corresponding to such Credit Equivalent.
(d) Subject to Subsection (c) of this Section, if at any time
within { * } subsequent to the reporting by IBM to MSDW of a
Minimum Performance Standard Event MSDW { * }, pursuant to
Section 8.2(b) of the Agreement, the corresponding
Performance Standard Credit, then IBM { * } applicable at
the time of the Minimum Performance Standard Event less any
Credit Equivalent corresponding to the same Minimum
Performance Standard Event, pursuant to Subsection (e) of
this Section, in the { * } after MSDW notifies the IBM
Project Executive of { * }; or if IBM is not obligated to
prepare a monthly invoice, { * } following the month in
which MSDW notifies IBM's Project Executive of { * }, IBM
will pay such Performance Standard Credit to MSDW { * } of
the end of the calendar month in which such notice was
given. Any Performance Standard Credits not paid by IBM
within the time specified above shall bear interest at the
rate specified in Section 13.2(c) of the Agreement.
(e) Reports including Credit Equivalents or Performance Standard
Credits will separately itemize each Credit Equivalent and
Performance Standard Credit and identify them as such,
briefly describing the Minimum Performance Standard Event
corresponding to each Credit Equivalent or Performance
Standard Credit and identifying the applicable MSDW Business
Unit (or designating MSDW if such Credit Equivalent or
Performance Standard Credit corresponds to an
enterprise-wide Minimum Performance Standard set forth in
Article 6 of this Schedule B). IBM may net the Credit
Equivalents and Performance Standard Credits in an invoice.
5. ADJUSTMENT OF PERFORMANCE STANDARDS
5.1 Review of Performance Standards.
The Parties will review the number, nature and specifics of the
Performance Standards (including the applicable Credit Amounts):
--------------------------------------------------------------------------------
Schedule B to Services Agreement MSDW/IBM CONFIDENTIAL
B-9 Final Execution Draft
<PAGE>
(a) in accordance with Section 8.3 of the Agreement; and
(b) expeditiously upon either Party's request promptly
following the occurrence of any event or change that
significantly affects (1) MSDW's or any MSDW Business
Unit's requirements or (2) IBM's delivery of the Services
(each, a "Trigger Event"). Examples of Trigger Events
include:
(i) material changes in MSDW's or any MSDW Business
Unit's business;
(ii) the addition of new services to the Services as
agreed in an NSA;
(iii) the elimination of Services as allowed under the
Agreement or as otherwise agreed by the Parties;
(iv) changes in regulatory or audit requirements
affecting MSDW or an MSDW Business Unit;
(v) material changes in, or the evolution or
elimination of, technology used to provide the
Services, such as the retirement of old processes
(including the transition by a MSDW Business Unit
to new data network connectivity such as frame
relay), system enhancements, operating environment
changes, and improvements in technology;
(vi) any repeated failure by MSDW or IBM to deliver
those Services for which no Performance Standards
are specified; and
(vii) any other event or events agreed upon by the
Parties.
5.2 Proposing Changes to Performance Standards.
------------------------------------------
(a) Following such review, either Party may propose, pursuant
to Subsection (b) of this Section, any adjustments to the
then-current Performance Standards, or the addition,
deletion or substitution of Performance Standards, that
are necessary or appropriate under the circumstances, and
which are consistent with the events that caused the
Parties to review the Performance Standards pursuant to
Section 5.1 of this Schedule B.
(b) The Project Executive of the Party proposing such action
shall submit to the other Party a written summary of the
business or technical case that supports such action,
which will include the following:
(i) A detailed description of the proposed action;
(ii) The intended objective or expected benefit; and
(iii) Any reasonably known dependencies upon other
Performance Standards or other effects upon or
changes to the Performance Standards and the
Services.
5.3 Approval of Proposals.
---------------------
--------------------------------------------------------------------------------
Schedule B to Services Agreement MSDW/IBM Confidential
B-10 Final Execution Draft
<PAGE>
The Party receiving a proposed change to the Performance
Standards will expeditiously review and approve or reject such
proposal. During such review, representatives of the Parties
will confer as necessary, answer questions that the receiving
Party may have regarding the proposed change, and take such
other steps as reasonably necessary. If the Parties agree to
make a proposed change to the Performance Standards, they will
mutually agree in writing to such change and to corresponding
changes to the terms, conditions and additional charges, if
any, within a period as is minimally reasonably necessary for
the required analysis. Neither Party will { * } a proposal
advanced by the other Party for a change in Performance
Standards or the particulars of implementing such a change.
--------------------------------------------------------------------------------
Schedule B to Services Agreement MSDW/IBM Confidential
B-11 Final Execution Draft
<PAGE>
6. ENTERPRISE-WIDE PERFORMANCE STANDARDS
The following Performance Standards apply to MSDW as a whole, including all
MSDW Business Units receiving Services under the Agreement.
6.1 Help Desk Problem Management Performance Standards
--------------------------------------------------
"Severity Level" shall mean, with respect to a Problem, any of the
following classifications, in descending order of priority:
Table B - 1
------------------------------------------------------------------
Classification Definition of Classification
------------------------------------------------------------------
Level 1 Problem "Level 1 Problem" means a significant
Problem (A) that prevents one or more users
from using or receiving the output of a
Service with no work-around, (B) that
seriously affects MSDW business functions,
or (C) that materially affects a Service
for which Minimum Performance Standards are
provided in this Schedule B (including the
Attachments).
With respect to Voice Services, "Level 1
Problem" will include any events, Outages
or Problems that severely impact MSDW's or
an MSDW Business Unit's ability to conduct
business, such as major carrier and LEC
network Outages, partial or complete trunk
group Outages, quality Problems (including
cutoffs, high and dries, echo and static)
that severely impact MSDW's or an MSDW
Business Unit's ability to conduct
business, or site-specific 800 routing
Problems.
------------------------------------------------------------------
Level 2 Problem "Level 2 Problem" means a significant
Problem (A) that adversely impacts one or
more users' use or receipt of the output
of a Service but that does not completely
prevent such use or receipt of output, or
(B) for which a reasonable work-around
exists.
With respect to Voice Services, "Level 2
Problem" will include any events, Outages
or Problems that affect Services but do not
severely impact MSDW's or an MSDW Business
Unit's ability to conduct business, such as
partial facilities, or quality Problems
(including cutoffs, high and dries, echo
and static) that affect Services but do not
severely impact MSDW's or an MSDW Business
Unit's ability to conduct business.
------------------------------------------------------------------
Level 3 Problem "Level 3 Problem" means a Problem that
affects users for which a reasonable
circumvention exists such that the user or
users may continue working with no loss of
efficiency.
With respect to Voice Services, "Level 3
Problem" will include any non-trouble
related ticket, testing assistance, service
request, or any Problem with Voice Services
that is not a Level 1 Problem or a Level 2
Problem.
------------------------------------------------------------------
Level 4 Problem "Level 4 Problem" means a user inquiry, or
Problem that does not affect users or that
is not a Level 1 Problem, a Level 2
Problem, or a Level 3 Problem. With respect
to Voice Services, "Level 4 Problem" is not
applicable.
------------------------------------------------------------------
(a) Help Desk and IPSS Production Support Center Availability
---------------------------------------------------------
--------------------------------------------------------------------------------
Schedule B to Services Agreement MSDW/IBM Confidential
B-12 Final Execution Draft
<PAGE>
Table B - 2
--------------------------------------------------------------------------------------------------------------------
Measurement Support Scheduled Availability Minimum Availability Business Delivery
Window Entity Uptime Performance Standard Standard
--------------------------------------------------------------------------------------------------------------------
Calendar IPSS { * } { * } Availability = { * }
month Production
Support Center
--------------------------------------------------------------------------------------------------------------------
Calendar Help Desk { * } { * } Availability = { * }
month
--------------------------------------------------------------------------------------------------------------------
/1/ IBM will provide causal analysis of any failure to meet this Business
Delivery Standard and report the same to MSDW Business Units only in the event
that the foregoing Business Delivery Standard is not satisfied.
/2/ With respect to the IPSS Production Support Center, "Available for Use"
includes the ability of MSDW personnel to access on-line problem tracking
systems and IPSS Services Production Support personnel to initiate and manage
the Problem resolution process for Problems reported by such MSDW personnel,
with access to such personnel provided by IBM by means of a toll-free telephone
line, or such other mutually agreed-upon telephone number.
--------------------------------------------------------------------------------
(b) Help Desk Speed of Answer
-------------------------
Table B - 3
--------------------------------------------------------------------------------------------------------------------
Measurement Help Desk Speed of Answer Minimum Help Desk Speed of Answer Business Delivery
Window Performance Standard Standard
--------------------------------------------------------------------------------------------------------------------
Calendar month { * } Average Speed of Answer/1/** { * }
--------------------------------------------------------------------------------------------------------------------
** less than equal to
/1/ Averages are computed and reported to each Business Unit (with the exception
of DWR, which has a different entry point into the problem management process),
and are based upon all calls from users of the Services to a Help Desk during
the applicable Measurement Window. IBM will measure and provide reporting on
IBM's performance with respect to this Business Delivery Standard for each Help
Desk using the Automated Call Distributor (ACD) switch for each such Help Desk.
--------------------------------------------------------------------------------
6.2 Contingency Services Performance Standards
------------------------------------------
IBM agrees to provide the contingency Services described in
Schedule A in accordance with the applicable provisions of
Schedule A. In the event of a disaster for which IBM is
responsible for providing contingency Services IBM will provide
an assessment and a report of its performance with respect to
such Services. The assessment and reporting will include its
performance with respect to recovery by Recovery Class of Service
(as such Recovery Class of Service is described in Schedule A).
--------------------------------------------------------------------------------
Schedule B to Services Agreement MSDW/IBM Confidential
B-13 Final Execution Draft
<PAGE>
6.3 Delivery Times for Invoices and Billing Information
---------------------------------------------------
Table B - 4
---------------------------------------------------------------------------------------------------------------------
Measurement Deliverable Delivery Time Minimum Delivery Time Business Delivery Standard
Window Performance Standard
---------------------------------------------------------------------------------------------------------------------
Calendar month IPSS Services and { * } (a) Delivery Time for each invoice
Data Network corresponding to IPSS Services
Services invoices ** { * }, and
and any associated (b) Delivery Time for each invoice
datasets for which corresponding to Data Network Services
IBM is responsible/1/ ** { * }
---------------------------------------------------------------------------------------------------------------------
** less than equal to
/1/ IBM will provide the IPSS Services and Data Network Services invoice
deliverables on paper bill, diskette, or bulk data transfer as MSDW reasonably
requests. The format for these deliverables will be the format used as of the
Effective Date, unless the Parties otherwise mutually agree. IBM will provide a
causal analysis of any failure to meet this Business Delivery Standard only upon
the request of MSDW or a MSDW Business Unit. IBM will also provide invoice
breakouts by accounting code or site as reasonably requested by MSDW. IBM will
provide to DWR the IPSS Services invoice amounts applicable to DWR via telephone
before the start of the { * } of the calendar month in which the invoices become
due.
--------------------------------------------------------------------------------
6.4 Moves, Adds and Changes.
-----------------------
(a) IBM agrees to provide Data Network moves, adds and
changes in accordance with Section 3.3 of Schedule A.
As part of the Monthly Performance Report (as described
in Section 9.2 of the Agreement), IBM will provide
reporting of MACs Time with respect to its performance
of XID MACs, circuit MACs and any other MACs for which
the Parties mutually agree that such reporting will be
provided by IBM.
(b) In the event that the Parties mutually agree that
Performance Standards for MACs Time shall be created,
then unless otherwise agreed by the Parties:
(i) MACs Time for each type of MAC (e.g., circuit
MACs, XID MACs, VTAM and NCP Software changes,
other mutually agreed-upon MACs) shall be
baselined by IBM for { * } (or as mutually
agreed otherwise) using a mutually agreed-upon
measurement tool and measurement process;
(ii) a MACs Time Business Delivery Standard shall be
established based upon the average of the
monthly performances (measured on a
calendar-month basis) during this { * } period
(or such other mutually agreeable period);
provided, however, that the numerical level
established for such Business Delivery Standard
shall be no less favorable to MSDW than any
corresponding numerical level proposed to MSDW
by IBM { * } terms and conditions of such
offering;
(iii) such baselined performance will also serve as
the basis for determining a MACs Time Minimum
Performance Standard, the level of which will
be mutually agreed upon by the Parties; and
--------------------------------------------------------------------------------
Schedule B to Services Agreement MSDW/IBM Confidential
B-14 Final Execution Draft
<PAGE>
(iv) MSDW may designate the Credit Amount (i.e., Level
One Credit Amount, Level Two Credit Amount, or Level
Three Credit Amount, as such terms are defined in
this Schedule B) applicable to such Minimum
Performance Standard { * }.
7. GENERAL
7.1 Largest Performance Standard Credit Applies.
-------------------------------------------
(a) Notwithstanding any provision to the contrary in Sections
4.2, 4.3 and 4.4 of this Schedule B, if the same event or
discrete set of events causes two or more Minimum
Performance Standard Events for a single MSDW Business Unit
with respect to two or more Minimum Performance Standards
that measure the same underlying performance characteristic
of a particular Service (e.g., with respect to a particular
Batch Job, a Batch Completion Time Minimum Performance
Standard for such Batch Job and a CPU Objective Allocation
Minimum Performance Standard to the extent applicable to
such Batch Job), then only the largest Performance Standard
Credit available to that particular MSDW Business Unit for
such Minimum Performance Standard Events will be payable by
IBM.
(b) In the event that the Parties agree to add Minimum
Performance Standards for multiple MSDW Business Units
after the Effective Date (other than those Minimum
Performance Standards added pursuant to baselining of
Services as described in this Schedule B (including its
Attachments and Annexes)) that measure the same underlying
performance characteristic of a particular Application, and
use of such Application is shared by such multiple MSDW
Business Units (e.g., the Availability of a particular
Application operating in a CICS region shared by multiple
MSDW Business Units), then any agreement by the Parties
that only the largest single Performance Standard Credit
available to such MSDW Business Units for Minimum
Performance Standard Events corresponding to such Minimum
Performance Standards would be payable by IBM shall be
expressly documented and set forth in this Schedule B.
7.2 MSDW Business Unit Customer Satisfaction.
----------------------------------------
(a) Within { * } after the Effective Date or as otherwise
mutually agreed by the Parties, IBM shall develop and
propose for the approval of the Parties (i) a draft
customer satisfaction questionnaire designed to measure,
for each MSDW Business Unit that receives Services, the
satisfaction of recipients of the Services with IBM's
provision of such Services, and (ii) a list identifying a
representative, statistically reasonable sampling of those
recipients of the Services who will receive such
questionnaire as part of the survey process described in
Subsection (b) of this Section. Following MSDW's review of
the foregoing, IBM shall incorporate reasonable comments or
suggestions of MSDW and shall finalize the questionnaire
and list within { * } after receiving MSDW's comments and
suggestions. The final customer satisfaction questionnaire
and list shall be subject to the approval of both Parties.
IBM shall periodically update (A) the questionnaire to
reflect New Services or changes to existing Services, and
(B) the list as necessary to ensure that a reasonable
sampling of recipients of the Services (including the
sampling size described in (ii) above) is maintained;
--------------------------------------------------------------------------------
Schedule B to Services Agreement MSDW/IBM Confidential
B-15 Final Execution Draft
<PAGE>
provided, however, that updates of the questionnaire and list
shall be provided to MSDW for review, comment, and approval.
(b) Periodically (but in no event less than { * }), IBM will
conduct a customer satisfaction survey using the
questionnaire and list of recipients described in Subsection
(a) of this Section. IBM will tally the results of such
survey and report to MSDW the results for each MSDW Business
Unit, integrating the results with previous survey results
(e.g., performing trend analysis). The Parties will meet to
identify the areas of dissatisfaction as such dissatisfaction
relates to the Services. IBM will prepare a project plan,
with MSDW's input and subject to MSDW's final approval, that
specifically addresses the steps IBM will take to correct
such dissatisfaction. The project plan will specify the
specific remedial steps IBM will take to rectify deficiencies
in satisfaction, and the time frames in which IBM will
implement those steps.
7.3 Hours.
-----
(a) Unless otherwise noted, all references to time of day shall
refer to Eastern Time ("E.T.").
(b) Any reference to "hour" or "hours" shall mean clock hours.
7.4 Measurement Frequency.
---------------------
Except as otherwise expressly provided in this Schedule B (including
the Attachments), the Measurement Window for any Performance
Standard shall be a calendar month.
7.5 Right of Access to Performance Standard Information.
---------------------------------------------------
Upon MSDW's reasonable request, IBM shall provide, and MSDW will
have access to, Performance Standards information to the extent
relevant to MSDW. Examples of this information include MICS extracts
for jobs; STEP, CICS, DB2, and print data files; SMF data; TMC
catalog data; read-only INFO access; OMEGAMON for CICS; and OMEGAMON
for DB2.
7.6 Multiple Performance Standard Conditions.
----------------------------------------
Unless otherwise expressly agreed, where a Performance Standard
includes multiple conditions or components (e.g., components (a),
(b), (c)), satisfaction of each and every condition or component
(i.e., components (a), (b) and (c)) is necessary for the
satisfaction of the corresponding Performance Standard.
7.7 Excused Events.
--------------
IBM will be excused from a failure to provide a Service in
accordance with this Schedule B if and to the extent that:
(a) such failure is excused as a Force Majeure Event pursuant to
Section 19.3 of the Agreement; or
(b) such failure is caused by
--------------------------------------------------------------------------------
Schedule B to Services Agreement MSDW/IBM Confidential
B-16 Final Execution Draft
<PAGE>
(i) an action or omission of MSDW, or
(ii) an action or omission of MSDW's third party vendors to
the extent that such action or omission is not within
the scope of those management or other responsibilities
that IBM has assumed under the Agreement with respect
to such third party vendors
that materially adversely affects IBM's ability to perform the
Services hereunder or to meet its obligations in a timely
manner, and to the extent upon learning of such problem IBM:
(i) promptly notifies MSDW of the problem and, if known, the
acts or omissions believed to be causing such problem and
their ramifications; (ii) promptly takes commercially
reasonable steps to mitigate the adverse impact of the acts or
omissions on the Services; and (iii) works with MSDW or such
third party vendor(s) (if any) diligently and in good faith to
avoid, minimize and circumvent such problem or delay to the
Services. MSDW, upon learning of any problem which may
adversely impact or affect the Services, will: (i) promptly
notify IBM of the problem and, if known, of the acts or
omissions believed to be causing such problem and their
ramifications; (ii) promptly take commercially reasonable
steps to mitigate the adverse impact of the acts or omissions
on the Services; and (iii) work with IBM and instruct its
third party vendor(s) (if any) to work with IBM diligently and
in good faith to avoid, minimize and circumvent such problem
or delay.
7.8 Establishment of Performance Standards Applicable to Managed Data
-----------------------------------------------------------------
Network Services (MDNS).
-----------------------
(a) No later than November 1, 1999 (or as otherwise mutually
agreed upon by the Parties), IBM shall develop and propose,
for the review and approval of the Parties, measurement tools
and processes that track and report Availability, Latency, and
Frame Delivery Rate for Managed Data Network Services
("MDNS"). Following MSDW's review of the proposed tools and
processes, IBM shall incorporate reasonable comments or
suggestions of MSDW and shall finalize such tools and
processes within { * } after receipt of MSDW's comments and
suggestions (or as otherwise mutually agreed upon by the
Parties). IBM's performance of its obligations described in
this Subsection (a) shall constitute a Minimum Performance
Standard to which the following Performance Standard Credits
shall apply: (i) a Level Three Credit Amount for IBM's initial
failure to perform any of such obligations (such failure an
"Initial Failure"), plus (ii) a Level Three Credit Amount for
each calendar month, elapsing after such Initial Failure, that
IBM has not performed the obligation(s) corresponding to such
Initial Failure.
(b) Upon finalization of such tools and processes within such { *
} period, IBM will baseline IBM's performance of Availability,
Latency and Frame Delivery Rate with respect to MDNS Data
Network Services, for each MSDW Business Unit that receives
such Services, for { * } (or other mutually agreeable period)
using such measurement tools and processes. An Availability
Business Delivery Standard, Latency Business Delivery
Standard, and Frame Delivery Rate Business Delivery Standard
shall be established, for each MSDW Business Unit that
receives MDNS Data Network Services, based upon the average of
the
--------------------------------------------------------------------------------
Schedule B to Services Agreement MSDW/IBM Confidential
B-17 Final Execution Draft
<PAGE>
monthly performances (measured on a calendar-month basis)
applicable to each of such MSDW Business Units during this {
* } period (or such other mutually agreeable period);
provided, however, that the numerical level established for
such Business Delivery Standards shall be no less favorable
to MSDW than
(i) any corresponding numerical level proposed to MSDW by
IBM { * } (e.g., the performance levels provided as
part of IBM's Gold Plan for MDNS), { * } terms and
conditions of such offering but based upon a
reasonable comparison of the architectural
differences between (A) the configuration applicable
to such numerical level, and (B) the configuration
implemented for MSDW; and
(ii) any corresponding contractually committed level of
service that IBM receives from any Authorized
Subcontractors (as defined in the Agreement) that
provide services underlying the MDNS Data Network
Services.
MSDW and IBM agree that such baselined performances will
also serve as the basis for determining an Availability
Minimum Performance Standard, Latency Minimum Performance
Standard, and Frame Delivery Rate Minimum Performance
Standard for each MSDW Business Unit that receives MDNS Data
Network Services, the levels of which will be mutually
agreed upon by the Parties. MSDW may designate the Credit
Amount (i.e., Level One Credit Amount, Level Two Credit
Amount, or Level Three Credit Amount) applicable to each of
such Minimum Performance Standards { * }.
--------------------------------------------------------------------------------
Schedule B to Services Agreement MSDW/IBM Confidential
B-18 Final Execution Draft
<PAGE>
ATTACHMENT B-1
Performance Standards for Novus Financial
1. DATA NETWORK PERFORMANCE STANDARDS
(a) Data Network Availability
Table B1-1
---------------------------------------------------------------------------------------------------------------------------
Data Network Measurement Scheduled Uptime Data Network Data Network
Window Availability Minimum Availability Business
Performance Standard Delivery Standard
---------------------------------------------------------------------------------------------------------------------------
{ * } for all Calendar { * } { * } Average Availability/1/
single-attached sites month for all such sites *** { * }
without dial backup
---------------------------------------------------------------------------------------------------------------------------
{ * } for all Calendar { * } { * } Average Availability/1/
dual-attached sites and month for all such sites *** { * }
sites with dial backup
---------------------------------------------------------------------------------------------------------------------------
/1/ Availability will be measured on a 24 x 7 basis by the { * }, which polls
each endpoint (i.e., the site router) of the Data Network every { * }, and is
reported via { * } and { * } ticket validation. A "dual-attached site" is
Available for Use if either of the two leased lines to the site router is
Available for Use. A "site with dial backup" is Available for Use if the leased
line or the switched dial backup circuit to the site router is Available for
Use.
--------------------------------------------------------------------------------
*** more than equal to
--------------------------------------------------------------------------------
Attachment B-1 to Schedule B to Services Agreement MSDW/IBM Confidential
B1-1 Final Execution Draft
<PAGE>
(b) I/N 1.1 Data Network Response Times
Table B1-2
---------------------------------------------------------------------------------- -------------------------
Measurement I/N 1.1 Data Network Data Network Response Time Data Network Response Time
Window Segment Minimum Performance Standard Business Delivery Standard
------------------------------------------------------------------------------------------------------------
Calendar { * } site router/2/ to { * } Average of Response Times/1,3/**
month backbone router { * }
------------------------------------------------------------------------------------------------------
{ * } site router/2/ to { * } Average of Response Times/1,3/**
backbone router { * }
-------------------------------------------------------------------------------------------------------
{ * } site router/2/ to { * } Average of Response Times/1,3/**
backbone router { * }
-------------------------------------------------------------------------------------------------------
{ * } site router/2/ to { * } Average of Response Times/1,3/**
backbone router { * }
-------------------------------------------------------------------------------------------------------
{ * } site router/2/ to { * } Average of Response Times/1,3/**
backbone router { * }
-------------------------------------------------------------------------------------------------------
{ * } site router/2/ to { * } Average of Response Times/1,3/**
backbone router { * }
-------------------------------------------------------------------------------------------------------
{ * } site router/4/ to { * } Average of Response Times/1,3/**
backbone router { * }
-------------------------------------------------------------------------------------------------------
Calendar ( * } intra-backbone { * } Average of Response Times/1,5/**
month { * }
-------------------------------------------------------------------------------------------------------
/1/ Response Times measured for the { * } Data Network will be measured on a
{ * } basis by { * }, which polls each endpoint (i.e., the site router) of the
Data Network every { * }, and is reported via { * }. Notwithstanding the
definition of "Response Time" in Schedule B, for the purposes of this Table
B1-2, Response Time excludes { * }.
/2/ As of the Effective Date, these site routers have an access link bit-rate
capacity of less than DS-1. An increase in such capacity shall constitute a
Trigger Event with respect to the corresponding Performance Standards listed in
this Table B1-2.
/3/ "Response Time" is measured from the originating site router to the
destination IBM hub router and back to such originating site router.
/4/ As of the Effective Date, this site router has an access link bit-rate
capacity of { * }. An increase in such capacity shall constitute a Trigger Event
with respect to the corresponding Performance Standards listed in this Table
A-2.
/5/ "Response Time" is measured from an originating IBM backbone hub router to
the destination IBM backbone hub router and back to the originating IBM backbone
hub router. IBM monitors { * } Data Network utilization statistics with the
design goal of less than { * } utilization of the total capacity during the
applicable Busy Hour for normal operations. In the event that Data Network
traffic exceeds the design goal for more than { * } of the measurements taken
during a { * } period (pursuant to footnote 2 of this Table B1-2), IBM will use
reasonable judgment to identify and make necessary additions or changes if it is
determined that the link will grow beyond the design goal. It is estimated such
additions or changes necessary to accommodate Data Network traffic growth beyond
the design goal shall be implemented within three (3) weeks of the completion of
such analysis.
** Less than equal to
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment B-1 to Schedule B of Services Agreement MSDW/IBM Confidential
B1-2 Final Execution Draft
<PAGE>
2. PRINT SERVICES PERFORMANCE STANDARDS
(a) Print and Insertion Quality
Table B1-3
--------------------------------------------------------------------------------------------------------------------
Measurement Print and Print and Insertion Quality Minimum Print and Insertion Quality Business
Window Insertion Job Performance Standard Delivery Standard
--------------------------------------------------------------------------------------------------------------------
Calendar See Annex { * } (a) Print Productivity for each Print and
month B1-1 Insertion Job ** the corresponding Business
Delivery Standard completion time/1/, and
(b) The number of Business Impacting Events
for all Print and Insertion Jobs listed in
Annex A-1 { * }
--------------------------------------------------------------------------------------------------------------------
/1/ The applicable corresponding Business Delivery Standard completion times and
Minimum Performance Standard completion times, as applicable, are set forth
in Annex B1-1 to this Attachment B-1.
--------------------------------------------------------------------------------
3. IPSS SERVICES PERFORMANCE STANDARDS
(a) Batch Completion Times
Table B1-4
--------------------------------------------------------------------------------------------------------
Measurement Scheduled Batch Completion Time Minimum Batch Completion Time Business
Window Batch Job Performance Standard Delivery Standard
--------------------------------------------------------------------------------------------------------
Calendar quarter See footnote 1 { * } { * } of all Batch Completion Times for
applicable Batch Jobs are earlier than
or equal to the corresponding scheduled
completion times/1/
--------------------------------------------------------------------------------------------------------
/1/ The applicable Batch Jobs and their corresponding scheduled completion times
are those listed in Annex B1-2, as such listing may be modified from time to
time by the mutual agreement of the Parties. In the event that the Parties agree
to add one (or more) Batch Job(s) to Table B1-2-1 of Annex B1-2, performance for
the new Batch Job will be baselined for { * } (or such other mutually agreeable
period). Thereafter, the foregoing Batch Completion Time Business Delivery
Standard shall be amended pursuant to the following formula:
N= { * }
where: "N" is the amended Batch Completion Time Business Delivery Standard, "O"
is the prior Batch Completion Time Business Delivery Standard, "B" is the
percentage of Batch Completion Times for the added Batch Job during the
baselining period that are earlier than or equal to the corresponding scheduled
completion time for such added Batch Job(s), "x" is the aggregate number of
scheduled runs for all of the Batch Jobs in Table B1-2-1 of Annex B1-2
(including the added Batch Job(s)), and "y" is the aggregate number of scheduled
runs for the added Batch Job(s).
If a change in the scheduled completion time for a Batch Job is agreed upon by
the Parties, the change will be documented (via e-mail), Table B1-2-1 of Annex
B1-2 shall be deemed modified to the extent of such documented and agreed-upon
change, and the foregoing Batch Completion Time Business Delivery Standard will
remain unchanged. The Parties agree to review and update Annex B1-2 to add or
subtract Batch Jobs or to modify the names or scheduled completion times of the
Batch Jobs and as applicable, update Batch Completion Time Business Delivery
Standard on a { * } basis, or as otherwise mutually agreed upon by the Parties.
-------------------------------------------------------------------------------
** Less than equal to
--------------------------------------------------------------------------------
Attachment B-1 to Schedule B of Services Agreement MSDW/IBM Confidential
B1-3 Final Execution Draft
<PAGE>
ANNEX B1-1
Print and Insertion Jobs
Table B1-1-1
-----------------------------------------------------------------------------------------------------
Print and Insertion Corresponding Minimum Performance Corresponding Business Delivery
Job Standard Completion Time Standard Completion Time/1/
-----------------------------------------------------------------------------------------------------
{ * } { * } If the data necessary to execute the Print
and Insertion Job is made available to IBM
by { * }, then the corresponding
completion time will be by { * }
-----------------------------------------------------------------------------------------------------
{ * } { * } If the data necessary to execute the Print
and Insertion Job is made available to IBM
by { * }, then the corresponding
completion time will be by { * }
-----------------------------------------------------------------------------------------------------
{ * } { * } If the data necessary to execute the Print
and Insertion Job is made available to IBM
by { * }, then the corresponding
completion time will be by { * }
-----------------------------------------------------------------------------------------------------
/1/ Novus Financial and IBM agree that the designated corresponding completion
time will be extended { * } for each minute after { * } during which Novus
Financial has not provided the necessary data to execute the applicable Print
and Insertion Job; if Novus Financial has not provided such data by { * } (the
"Cutoff Time") that the designated corresponding completion time will be
extended by { * }.
/2/ Output of the Print and Insertion Job will be stamped with the postmark of
the Postal Day subsequent to the day corresponding to the completion time.
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Annex B1-1 to Attachment B-1 of MSDW/IBM Confidential
Schedule B of Services Agreement B1-1-1 Final Execution Draft
<PAGE>
ANNEX B1-2
Batch Jobs and Corresponding Scheduled Completion Times
Table B1-2-1
---------------------------------------------------------------------
Batch Job Scheduled Completion Time
---------------------------------------------------------------------
{ * } { * }
---------------------------------------------------------------------
{ * } { * }
---------------------------------------------------------------------
{ * } { * }
---------------------------------------------------------------------
--------------------------------------------------------------------------------
Annex B1-2 to Attachment B-1 of MSDW/IBM Confidential
Schedule B of Services Agreement B1-2-1 Final Execution Draft
<PAGE>
ATTACHMENT B-2
Performance Standards for Dean Witter Reynolds
1. DATA NETWORK SERVICES PERFORMANCE STANDARDS
(a) Data Network Availability
Table B2-1
-----------------------------------------------------------------------------------------------------------------------
Data Network Measurement Scheduled Uptime Data Network Availability Data Network Availability
Window Minimum Performance Standard Business Delivery Standard
-----------------------------------------------------------------------------------------------------------------------
{ * } Calendar { * } { * } Average Availability during
month Critical Times/4/ for the DWR
physical units in a
Representative Sample/1/ for
which IBM is responsible ***
{ * }
----------------------------------------------------------------------------------------------------------------------
{ * } High-Volume Calendar { * } { * } Availability/2,4/*** { * }
Site NCPs month for each High-Volume Site NCP
----------------------------------------------------------------------------------------------------------------------
{ * } for all Calendar { * } { * } Average Availability for all
single-attached month such sites *** { * }
sites without dial
backup/3/
---------------------------------------------------------------------------------------------------------------------
{ * } for all Calendar { * } { * } Average Availability for all
dual-attached sites month such sites *** { * }
and sites with dial
backup/3/
---------------------------------------------------------------------------------------------------------------------
{ * } Calendar { * } See footnote 5 See footnote 5
month
---------------------------------------------------------------------------------------------------------------------
/1/ Availability measured on a { * } basis using the { * }, which constantly
updates { * } records. IBM will collect such records, and report, on the
applicable monthly report, { * } Data Network Availability as specified by this
Table B2-1. For the purposes of this Table B2-1 only, "Representative Sample"
means a sample that consists of at least { * } of all DWR physical units ("PUs")
for which IBM is responsible. The PUs included in the Representative Sample will
be reported to DWR in the { * } PU Availability report. IBM will actively
monitor the { * } Data Network and report any Outages in accordance with
practices in place prior to the Effective Date. In the event of an Outage of a
circuit providing primary connectivity to a DWR site such that it is necessary
to activate the { * } feature with respect to such circuit, IBM shall restore
the affected primary circuit as soon as possible. If such Outage exceeds { * }
in duration, then upon DWR's request, IBM will perform a root-cause analysis to
determine the cause(s) for the Outage, and will promptly report any findings to
DWR. Upon receiving notice of an Outage, the appropriate IBM Help Desk shall
promptly open a problem ticket for such Outage and notify DWR of the Outage
within { * } of receiving such notice. If DWR is dissatisfied with the
timeliness of the Help Desk's notification, then upon DWR's request, IBM shall
investigate the cause(s) for any delays, take such action as is reasonably
necessary to ensure that such delays do not recur, and reasonably demonstrate to
DWR that it has performed such investigation and taken such action.
/2/ "High-Volume Site NCPs" shall mean the following { * } key NCPs: { * }. IBM
will measure the Availability of each High-Volume Site NCP.
/3/ Availability will be measured on a { * } basis by the { * }, which polls
each endpoint (i.e., the site router) of the { * } Data Network every { * } and
is reported via { * }. A "dual-attached site" is Available for Use if either of
the two leased lines to the site router is Available for Use. A "site with dial
backup" is Available for Use if the leased line or the switched dial backup
circuit to the site router is Available for Use.
/4/ For the purposes of this Table B2-1 only, "Critical Times" means { * } E.T.,
excluding { * }. For the purposes of
*** more than equal to
--------------------------------------------------------------------------------
Attachment B-2 to Schedule B of Services Agreement MSDW/IBM Confidential
B2-1 Final Execution Draft
<PAGE>
--------------------------------------------------------------------------------
this Table B2-1 only, "Non-Critical Times" means those times that are not
Critical Times as defined in this footnote.
/5/ An Availability Business Delivery Standard and an Availablity
Minimum Performance Standard applicable to DWR shall be established pursuant to
Section 7.8 of Schedule B.
--------------------------------------------------------------------------------
(b) Systems Availability
Table B2-2
----------------------------------------------------------------------------------------------------------
System Measurement Scheduled Uptime Availability Minimum Availability Business
Window Performance Standard Delivery Standard
----------------------------------------------------------------------------------------------------------
{ * } Calendar { * } { * } Availability/1/ *** { * }
month
----------------------------------------------------------------------------------------------------------
{ * } Calendar { * } { * } Availability/2/ *** { * }
system month
region
----------------------------------------------------------------------------------------------------------
/1/ Availability will be measured using { * }.
/2/ Availability measured using the { * }.
--------------------------------------------------------------------------------
(c) Data Network Response Time
Table B2-3
-------------------------------------------------------------------------------------------------------------------
Data Network Measurement Transaction Description Data Network Response Time Data Network Response Time
Window Minimum Performance Standard Business Delivery Standard
-------------------------------------------------------------------------------------------------------------------
{ * } Calendar All transmissions and { * } Average of Response Times/1/
month communications ** { * }
--------------------------------------------------------------------------------------------------------------------
/1/ Notwithstanding the definition of "Response Time" in Schedule B, for the
purposes of this Table B-2, "Response Time" excludes { * }. Response Time is
measured from network interface card (including those attached to routers, PCs
and front end processors) to host and back to such network interface card using
Response Time sampling obtained every { * } using the { * } operating on the { *
} communications controller at each { * } site and the { * } operating on the
mainframe host, as applicable.
--------------------------------------------------------------------------------
(d) Data Network Latency
Table B2-4
---------------------------------------------------------------------------------------------------------------------
Data Network Measurement Transaction Description Data Network Latency Minimum Data Network Latency
Window Performance Standard Business Delivery Standard
---------------------------------------------------------------------------------------------------------------------
{ * } Calendar All transmissions and See footnote 1 See footnote 1
month communications
---------------------------------------------------------------------------------------------------------------------
*** more than equal to
** less than equal to
/1/ A Latency Business Delivery Standard and a Latency Minimum Performance
Standard applicable to DWR shall be established pursuant to Section 7.8 of
Schedule B.
--------------------------------------------------------------------------------
(e) Frame Delivery Rate
Table B2-5
--------------------------------------------------------------------------------
Attachment B-2 to Schedule B of Services Agreement MSDW/IBM Confidential
B2-2 Final Execution Draft
<PAGE>
---------------------------------------------------------------------------------------------------------------------
Data Network Measurement Scheduled Uptime Frame Delivery Rate Minimum Frame Delivery Rate Business
Window Performance Standard Delivery Standard
---------------------------------------------------------------------------------------------------------------------
----------------------- --------------------------------------------------------
{ * } Calendar { * } See footnote 1 See footnote 1
month
--------------------------------------------------------------------------------
/1/ A Frame Delivery Rate Business Delivery Standard and a Frame Delivery Rate
Minimum Performance Standard applicable to DWR shall be established pursuant to
Section 7.8 of Schedule B.
--------------------------------------------------------------------------------
2. IPSS SERVICES PERFORMANCE STANDARDS
(a) Batch Processing
(i) Batch Input Queue Time
----------------------
Table B2-6
-------------------------------------------------------------------------------------------------------------------
Measurement Scheduled Batch Job Batch Input Queue Time Minimum Batch Input Queue Time Business
Window Performance Standard Delivery Standard
-------------------------------------------------------------------------------------------------------------------
Calendar month All DWR Batch Jobs processed on { * } { * } of Batch Input Queue
dedicated hosts/1/ Times/2/ ** { * }
-------------------------------------------------------------------------------------------------------------------
** less than equal to
/1/ Includes Batch Jobs processed on hosts on which DWR processes, which as of
the Effective Date are Hosts { * } and { * }.
/2/ Batch Input Queue Time will be measured using the { * }.
--------------------------------------------------------------------------------
(ii) Batch Completion Time
---------------------
Table B2-7
--------------------------------------------------------------------------------------------------------------------
Measurement Scheduled Batch Completion Time Minimum Performance Batch Completion Time Business Delivery
Window Batch Job Standard Standard
--------------------------------------------------------------------------------------------------------------------
Calendar month Critical { * } { * } of all Batch Completion Times for
Batch Jobs/1/ applicable Batch Jobs are earlier than or
equal to the corresponding scheduled
completion times/1/
--------------------------------------------------------------------------------------------------------------------
/1/ The applicable Batch Jobs and their corresponding scheduled completion times
are those listed in Annex B2-1, as such listing may be modified from time to
time by the mutual agreement of the Parties. In the event that the Parties agree
to add one (or more) Batch Job(s) to Table B2-1-1 of Annex B2-1, performance for
the new Batch Job will be baselined for { * } (or such other mutually agreeable
period). Thereafter, the foregoing Batch Completion Time Business Delivery
Standard shall be amended pursuant to the following formula:
N= { * }
where: "N" is the amended Batch Completion Time Business Delivery Standard, "O"
is the prior Batch Completion Time Business Delivery Standard, "B" is the
percentage of Batch Completion Times for the added Batch Job during the
baselining period that are earlier than or equal to the corresponding scheduled
completion time for such added Batch Job(s), "x" is the aggregate number of
scheduled runs for all of the Batch Jobs in Table B2-1-1 of Annex B2-1
(including the added Batch Job(s)), and "y" is the aggregate number of scheduled
runs for the added Batch Job(s).
If a change in the scheduled completion time for a Batch Job is agreed upon by
the Parties, the change will be documented (via e-mail), Table B2-1-1 of Annex
B2-1 shall be deemed modified to the extent of such documented and agreed-upon
change, and the foregoing Batch Completion Time Business Delivery Standard will
remain unchanged. The Parties agree to review and update Annex B2-1 to add or
subtract Batch Jobs or to modify the names or scheduled completion times of the
Batch Jobs and as applicable, update Batch Completion Time Business Delivery
Standard on a { * } basis, or as otherwise mutually agreed upon by the Parties.
--------------------------------------------------------------------------------
Attachment B-2 to Schedule B of Services Agreement MSDW/IBM Confidential
B2-3 Final Execution Draft
<PAGE>
(b) Customer Information Control System ("CICS")
(i) CICS Subsystem Availability
---------------------------
Table B2-8
-------------------------------------------------------------------------------------------------------------------
Measurement CICS Scheduled Uptime/1/ CICS Availability Minimum CICS Availability
Window Subsystem Performance Standard Business Delivery Standard
(CICS Region)
-------------------------------------------------------------------------------------------------------------------
Calendar month { * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/2/ *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } Average Availability/2, 5/
for all regions listed in
Annex B2-3 *** { * }
----------------------------------------------------------------------------------------------------
{ * } { * } { * } See footnote 4
-------------------------------------------------------------------------------------------------------------------
*** more than equal to
/1/ All times in this table refer to Eastern Time. The following abbreviations
are used to denote days of the week: M=Mondays, T=Tuesdays, W=Wednesdays,
R=Thursdays, F=Fridays, S=Saturdays and N=Sundays.
/2/ For the purposes of this
Table B2-8, "Availability" refers to Availability of the specified CICS region
and applicable data files. Any Outages of unknown cause less than { * } in
duration shall be deemed to be { * } for the purposes of this Table B2-5.
Availability will be measured { * } of Scheduled Uptime using the { * }. DWR and
IBM agree that each CICS subsystem operating in any additional production
regions provided by IBM upon the request of DWR will be deemed to be added to
the foregoing list of CICS subsystems and will be subject to the Performance
Standards set forth in footnote 5. IBM will use commercially reasonable efforts
to maintain as Available for Use test and development regions during applicable
Scheduled Uptime to the extent of IBM's responsibility for the technical and
operational support of such regions. Upon the reasonable request of DWR, IBM
will monitor for a reasonable time the processing times for the subsystems
listed in this Table B2-5 (including test subsystems and subsystems deemed
added) using { * }, and will provide DWR with data and any other performance
results (e.g., analyses and diagnostic
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment B-2 to Schedule B of Services Agreement MSDW/IBM Confidential
B2-4 Final Execution Draft
<PAGE>
--------------------------------------------------------------------------------
reports) corresponding to such monitoring.
/3/ The Performance Standard Credit for IBM's failure to meet or exceed this
Minimum Performance Standard will be { * }.
/4/ DWR and IBM agree that CICS subsystems operating in any additional
production regions provided by IBM upon the request of DWR (which shall include
the regions designated as of the Effective Date as { * }) will be deemed to be
added to the foregoing list of CICS subsystems and performance for each of these
subsystems will be baselined by IBM for { * } (or such other mutually agreeable
period) after the later of (i) September 1, 1998, and (ii) the date such
subsystem is introduced into a DWR processing environment. A CICS Availability
/2/ Business Delivery Standard corresponding to each additional subsystem shall
be determined, as mutually agreed, based upon { * } each additional subsystem's
monthly performance (measured on a calendar-month basis) during this { * }
period (or such other mutually agreeable period). DWR and IBM agree that such
baselined performance for each additional subsystem will also serve as the basis
for determining any Availability /2/ Minimum Performance Standard applicable to
such subsystem, as mutually agreed.
/5/ Average Availability shall be calculated by (a) aggregating the { * }
calculated for each applicable subsystem listed in Annex B2-3 during the
Measurement Period and (b) dividing such aggregation by the total number of such
subsystems, with the result expressed as { * }.
--------------------------------------------------------------------------------
(c) Systems Availability
Table B2-9
-------------------------------------------------------------------------------------------------------------------
System Measurement Scheduled Uptime Availability Minimum Availability Business Delivery
Window Performance Standard Standard
-------------------------------------------------------------------------------------------------------------------
{ * } system Calendar { * } { * } (a) Availability/1/ *** { * } for
month host { * }, and
(b) Availability/1/ *** { * } for
host { * }
-------------------------------------------------------------------------------------------------------------------
{ * } system Calendar { * } { * } Availability/1/ *** { * }
region (region month
{ * })
-------------------------------------------------------------------------------------------------------------------
{ * } Calendar { * } { * } Availability/2/ *** { * }
month
-------------------------------------------------------------------------------------------------------------------
*** more than equal to
/1/ Availability measured using { * }.
/2/ "Availability" refers to the Availability of the application subsystems
comprising this system. Outages less than { * } in duration shall be deemed { *
} for the purposes of this Performance Standard. IBM will not be obligated to
perform causal analysis of Outages less than { * } in duration. Availability of
this system will be measured { * } of Scheduled Uptime using the { * }.
--------------------------------------------------------------------------------
(d) System Performance
Table B2-10
--------------------------------------------------------------------------------------------------------------------
Measurement Window System Processing Time Minimum Performance Processing Time Business Delivery
Standard Standard
--------------------------------------------------------------------------------------------------------------------
Calendar month { * } System/1/ { * } (a) Average of processing times/2/ **
{ * } for host/1/ { * } and
(b) Average of processing times/2/ **
{ * } for host/1/ { * }
--------------------------------------------------------------------------------------------------------------------
** less than equal to
/1/ Performance of any additional system or host will be baselined for { * } (or
such other mutually agreeable period) after its introduction into a DWR
processing environment. The Business Delivery Standard applicable to such system
or host shall be the { * } calendar-monthly performance during this { * } period
(or such other mutually agreeable
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment B-2 to Schedule B of Services Agreement MSDW/IBM Confidential
B2-5 Final Execution Draft
<PAGE>
--------------------------------------------------------------------------------
period). Upon the reasonable request of DWR, IBM will monitor for a reasonable
time the processing times for the Order Entry System using { * }, and will
provide DWR with data and any other performance results (e.g., analyses and
diagnostic reports) corresponding to such monitoring.
/2/ Processing times for { * } Period One Transaction response time is measured
using the { * }. Processing times for all such { * } transactions will be
recorded every { * } for each of the referenced hosts using { * } interval
source data, which records the elapsed time for such transactions. "Average of
processing times" will be computed as the aggregate of such elapsed times for
all such { * } transactions occurring during the Measurement Window, divided by
the total number of such { * } transactions occurring during the Measurement
Window.
--------------------------------------------------------------------------------
(e) CPU Objective Allocation ("CPUOA") Performance
Table B2-11
----------------------------------------------------------------------------------------------------------------
Measurement Task Class of Shift/2/ Successful Address Space Successful Job Threshold/3/
Window Classification/1/ Service Threshold/2/
----------------------------------------------------------------------------------------------------------------
Calendar Started Tasks A Prime { * } { * }
-------------------------------------------------------------------
month (STC) Non-Prime { * } { * }
-------------------------------------------------------------------------------------------------
Started Tasks B Prime { * } { * }
-------------------------------------------------------------------
(STC) Non-Prime { * } { * }
-------------------------------------------------------------------------------------------------
Started Tasks C Prime { * } { * }
-------------------------------------------------------------------
(STC) Non-Prime { * } { * }
-------------------------------------------------------------------------------------------------
On-lines A Prime { * } { * }
-------------------------------------------------------------------
Non-Prime { * } { * }
-------------------------------------------------------------------------------------------------
On-lines B Prime { * } { * }
-------------------------------------------------------------------
Non-Prime { * } { * }
-------------------------------------------------------------------------------------------------
TSO A Prime { * } { * }
-------------------------------------------------------------------
Non-Prime { * } { * }
-------------------------------------------------------------------------------------------------
TSO B Prime { * } { * }
-------------------------------------------------------------------
Non-Prime { * } { * }
-------------------------------------------------------------------------------------------------
TSO C Prime { * } { * }
-------------------------------------------------------------------
Non-Prime { * } { * }
-------------------------------------------------------------------------------------------------
Batch A Prime { * } { * }
-------------------------------------------------------------------
Non-Prime { * } { * }
-------------------------------------------------------------------------------------------------
Batch B Prime { * } { * }
-------------------------------------------------------------------
Non-Prime { * } { * }
------------------------------------------------------------------------------------------------
Batch C Prime { * } { * }
-------------------------------------------------------------------
Non-Prime { * } { * }
----------------------------------------------------------------------------------------------------------------
/1/ The CPU Objective Allocation metric is a host-based measurement expressed in
two variables, "Successful Address Space Threshold" and "Successful Job
Threshold," which are defined in Section 1.2 of Schedule B. Tasks are listed in
descending order of priority for CPU dispatch. The order of priority may be
changed upon the mutual agreement of DWR and IBM. Upon DWR's registering an
application with IBM, IBM will assign the application the Task Classification
mutually agreed upon by DWR and IBM.
/2/ For the purposes of this Table B2-8 only, "Prime" means { * } E.T.;
"Non-Prime" means all times that are not Prime as defined in this footnote. The
Business Delivery Standard for each shift category shall be satisfied if the
sampled Successful Job Thresholds are greater than or equal to the levels of
such variables specified above in the "Successful Job Threshold" column.
/3/ The Successful Job Threshold will be measured using sampling obtained from
each address space on each host { * }, recorded in a record written to storage
media. Samples for tasks of { * } or less shall be excluded.
--------------------------------------------------------------------------------
3. PRINT SERVICES PERFORMANCE STANDARDS
--------------------------------------------------------------------------------
Attachment B-2 to Schedule B of Services Agreement MSDW/IBM Confidential
B2-6 Final Execution Draft
<PAGE>
(a) Print and Insertion Quality
Table B2-12
----------------------------------------------------------------------------------------------------------------------
Measurement Print and Print and Insertion Quality Minimum Print and Insertion Quality Business
Window Insertion Job Performance Standard Delivery Standard
----------------------------------------------------------------------------------------------------------------------
Calendar month See Annex { * } (a) Print Productivity for each Print and
B2-2 Insertion Job ** the corresponding Business
Delivery Standard period/1/, and (b) The number
of Business Impacting Events for all Print and
Insertion Jobs listed in Annex B2-2 = { * }
----------------------------------------------------------------------------------------------------------------------
/1/ The corresponding Business Delivery Standard periods and Minimum Performance
Standard periods, as applicable, are set forth in Annex B2-2 to this Attachment
B-2.
** less than equal to
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment B-2 to Schedule B of Services Agreement MSDW/IBM Confidential
B2-7 Final Execution Draft
<PAGE>
ANNEX B2-1
Batch Jobs and Corresponding Scheduled Completion Times
Table B2-1-1
------------------------------------------------------------------------
Batch Job/1/ Scheduled Completion Time/1/
------------------------------------------------------------------------
{ * } { * }
------------------------------------------------------------------------
{ * } { * }
------------------------------------------------------------------------
{ * } { * }
------------------------------------------------------------------------
{ * } { * }
------------------------------------------------------------------------
{ * } { * }
------------------------------------------------------------------------
{ * } { * }
------------------------------------------------------------------------
{ * } { * }
------------------------------------------------------------------------
{ * } { * }
------------------------------------------------------------------------
{ * } { * }
------------------------------------------------------------------------
{ * } { * }
------------------------------------------------------------------------
{ * } { * }
------------------------------------------------------------------------
{ * } { * }
------------------------------------------------------------------------
{ * } { * }
------------------------------------------------------------------------
/1/ All times in this table refer to Eastern Time expressed in 24-hour format
(e.g., "09:00" means 9:00 a.m., "00:00" means 12:00 a.m. and "15:00" means 3:00
p.m.). Completion times refer to the completion time on the particular day
specified for the completion of the Batch Job by the Batch Job schedule provided
by DWR. DWR and IBM agree that IBM will not be responsible for failing to
achieve any Batch Job completion time if such Batch Job is completed within
{ *} of the listed completion time.
--------------------------------------------------------------------------------
Annex B2-1 to Attachment B-2 of MSDW/IBM Confidential
Schedule B of Services Agreement B2-1-1 Final Execution Draft
<PAGE>
ANNEX B2-2
Print and Insertion Jobs
Table B2-2-1
-----------------------------------------------------------------------------------------------------------------------
Print and Insertion Job Corresponding Minimum Performance Corresponding Business Delivery Standard
Standard Period Period
-----------------------------------------------------------------------------------------------------------------------
DWR monthly { * } and { * } The applicable scheduled completion time/1/
associated materials (as
designated by DWR) for
accounts with activity during
current Measurement Window
-----------------------------------------------------------------------------------------------------------------------
DWR monthly { * } and { * } The applicable scheduled completion time/1/
associated materials (as
designated by DWR) for
accounts with activity during
current Measurement Window
-----------------------------------------------------------------------------------------------------------------------
DWR monthly { * } and { * } The applicable scheduled completion time/1/
associated materials (as
designated by DWR) for
accounts with activity during
current Measurement Window
-----------------------------------------------------------------------------------------------------------------------
DWR monthly { * } and { * } The applicable scheduled completion time/1/
associated materials (as
designated by DWR) for
accounts with activity during
current Measurement Window
-----------------------------------------------------------------------------------------------------------------------
DWR monthly { * } and { * } The applicable scheduled completion time/1/
associated materials (as
designated by DWR) for
accounts with activity during
current Measurement Window
-----------------------------------------------------------------------------------------------------------------------
DWR monthly { * } and { * } { * } after the applicable scheduled
associated materials (as completion time/1/
designated by DWR)
-----------------------------------------------------------------------------------------------------------------------
DWR quarterly { * } and { * } The applicable scheduled completion time/1/
associated materials (as
designated by DWR) for all
accounts
-----------------------------------------------------------------------------------------------------------------------
DWR quarterly { * } and { * } The applicable scheduled completion time/1/
associated materials (as
designated by DWR) for all
accounts
-----------------------------------------------------------------------------------------------------------------------
DWR annual { * } and { * } The applicable scheduled completion time/1/
associated materials (as
designated by DWR)
-----------------------------------------------------------------------------------------------------------------------
DWR annual { * } and { * } The applicable scheduled completion time/1/
-----------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Annex B2-2 to Attachment B-2 of MSDW/IBM Confidential
Schedule B of Services Agreement B2-2-1 Final Execution Draft
<PAGE>
--------------------------------------------------------------------------------
associated materials (as
designated by DWR)
--------------------------------------------------------------------------------
/1/ The applicable scheduled completion times for the Print and Insertion Jobs
as of the Effective Date are provided in { * } pages 1945-1946 (Dean Witter
Securities) and 20058-20059 (Year End), as such listings may be amended from
time to time by the mutual agreement of DWR and IBM. If DWR provides the
necessary data to execute the Print and Insertion Job within { * } the
corresponding scheduled Batch Job completion time, then the corresponding
Minimum Performance Standard period and corresponding Business Delivery Standard
period, as applicable, for such Print and Insertion Job will be { * }. If DWR
provides the necessary data to execute the Print and Insertion Job at any time
subsequent to { * } the corresponding scheduled Batch Job completion time, DWR
and IBM will set a mutually agreeable corresponding Minimum Performance Standard
period and corresponding Business Delivery Standard period, as applicable, for
the impacted individual Print and Insertion Job(s).
In the event that IBM provides additional resource capacity or modifies Service
architecture with respect to the print and insertion Services corresponding to
the Print and Insertion Jobs set forth in this Table B2-2-1, then IBM's
performance of the related Services shall be baselined by IBM for { * } (or such
other mutually agreeable period) after the date that such change is implemented.
Each Print and Insertion Quality Business Delivery Standard set forth in
Attachment B-2 shall be adjusted to be equal to the { * } the monthly
performance (measured on a calendar-month basis) during this { * } (or such
other mutually agreeable period) for the corresponding Print and Insertion Job.
Each Print and Insertion Quality Minimum Performance Standard set forth in
Attachment B-2 shall also be adjusted; provided, however, that the proportion
between the adjusted Minimum Performance Standard and the adjusted Business
Delivery Standard is no less favorable to MSDW than the proportion between the
corresponding unadjusted Minimum Peformance Standard and unadjusted Business
Delivery Standard. In no event shall the adjustment described in this footnote
result in any Minimum Performance Standard or Business Delivery Standard less
favorable to MSDW than before such adjustment.
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Annex B2-2 to Attachment B-2 of MSDW/IBM Confidential
Schedule B of Services Agreement B2-2-2 Final Execution Draft
<PAGE>
ANNEX B2-3
Certain CICS Regions
Table B2-3-1
--------------------------------------------------------------------------------
CICS Region Scheduled Uptime/1/
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
/1/ All times in this table refer to Eastern Time. The following abbreviations
are used to denote days of the week: M=Mondays, T=Tuesdays, W=Wednesdays,
R=Thursdays, F=Fridays, S=Saturdays and N=Sundays.
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Annex B2-3 to Attachment B-2 of MSDW/IBM Confidential
Schedule B of Services Agreement B2-3-1 Final Execution Draft
<PAGE>
ATTACHMENT B-3
Performance Standards for Discover Financial Services
1. DATA NETWORK SERVICES PERFORMANCE STANDARDS
(a) Data Network Availability
Table B3-1
-------------------------------------------------------------------------------------------------------------------------
Data Network Measurement Scheduled Uptime Data Network Availability Data Network
Window Minimum Performance Availability Business
Standard Delivery Standard
-------------------------------------------------------------------------------------------------------------------------
{ * } Calendar month { * } { * } Availability/1/ *** { * }
-------------------------------------------------------------------------------------------------------------------------
{ * } Gateways Calendar month { * } { * } Availability/1/ *** { * }
(Host Interface
Gateways)
-------------------------------------------------------------------------------------------------------------------------
{ * } for all Calendar month { * } { * } Average Availability/2/
single-attached for all such sites *** { * )
sites without dial
backup
-------------------------------------------------------------------------------------------------------------------------
{ * } for all Calendar month { * } { * } Average Availability/2/
dual-attached sites for all such sites *** { * )
and sites with dial
backup/2/
-------------------------------------------------------------------------------------------------------------------------
{ * } Calendar month { * } See footnote 3 See footnote 3
-------------------------------------------------------------------------------------------------------------------------
/1/ Availability will be measured continuously using the { * } operating on the
Front End Processors for which IBM is responsible at Discover sites.
/2/ Availability will be measured on a { * } basis by the { * }, which polls
each endpoint (i.e., the site router) of the { * } Data Network every { * },
and is reported via { * } and { * } ticket validation. A "dual-attached site"
is Available for Use if either of the two leased lines to the site router is
Available for Use. A "site with dial backup" is Available for Use if the leased
line or the switched dial backup circuit to the site router is Available for
Use.
/3/ An Availability Business Delivery Standard and an Availability Minimum
Performance Standard applicable to Discover shall be established pursuant to
Section 7.8 of Schedule B.
--------------------------------------------------------------------------------
(b) Data Network Component Availability
Table B3-2
-----------------------------------------------------------------------------------------------------------------------
Data Network Measurement Scheduled Data Network Availability Minimum Data Network Availability
Component Window Uptime Performance Standard Business Delivery Standard
-----------------------------------------------------------------------------------------------------------------------
{ * } Calendar { * } { * } Availability/1/ *** { * }
month
----------------- --------------------------------------------------------------------------
{ * } { * } Availability/1/ *** { * }
----------------- --------------------------------------------------------------------------
{ * } { * } Availability/1/ *** { * }
----------------- --------------------------------------------------------------------------
Transaction { * } Availability/2/ *** { * }
Routing Services
-----------------------------------------------------------------------------------------------------------------------
/1/ Availability measured on a { * } basis using the application { * }
-----------------------------------------------------------------------------------------------------------------------
*** more than equal to
--------------------------------------------------------------------------------
Attachment B-3 to Schedule B of Services Agreement MSDW/IBM Confidential
B3-1 Final Execution Draft
<PAGE>
--------------------------------------------------------------------------------
/2/ Availability measured on a { * } basis using information derived from { * },
excluding Gateway Communication Errors. "Gateway Communication Errors" means all
terminal disconnects plus errors that are tracked because the { * } Data Network
is not Available for Use.
--------------------------------------------------------------------------------
(c) Data Network Response Times
Table B3-3
-------------------------------------------------------------------------------------------------------------------------
Data Network Measurement Transaction Description Data Network Response Time Data Network Response Time
Window Minimum Performance Business Delivery Standard
Standard
-------------------------------------------------------------------------------------------------------------------------
{ * } Calendar All Data Network { * } { * } of Response Times/1/ **
month transactions and { * }
communications
-------------------------------------------------------------------------------------------------------------------------
/1/ Response Times measured from network interface card (including those
attached to routers, PCs and front end processors) to host and back to such
network interface card, excluding host processing time, using the { * }
operating on the mainframe host, as applicable.
-------------------------------------------------------------------------------------------------------------------------
(d) Data Network Latency
Table B3-4
-------------------------------------------------------------------------------------------------------------------------
Data Network Measurement Transaction Description Data Network Latency Minimum Data Network Latency
Window Performance Standard Business Delivery Standard
-------------------------------------------------------------------------------------------------------------------------
{ * } Calendar All transmissions and See footnote 1 See footnote 1
month communications
-------------------------------------------------------------------------------------------------------------------------
/1/ A Latency Business Delivery Standard and a Latency Minimum Performance
Standard applicable to Discover shall be established pursuant to Section 7.8 of
Schedule B.
-------------------------------------------------------------------------------------------------------------------------
** less than equal to
--------------------------------------------------------------------------------
Attachment B-3 to Schedule B of Services Agreement MSDW/IBM Confidential
B3-2 Final Execution Draft
<PAGE>
(e) Frame Delivery Rate
Table B3-5
-----------------------------------------------------------------------------------------------------------------------
Data Network Measurement Scheduled Uptime Frame Delivery Rate Minimum Frame Delivery Rate Business
Window Performance Standard Delivery Standard
-----------------------------------------------------------------------------------------------------------------------
{ * } Calendar { * } See footnote 1 See footnote 1
month
-----------------------------------------------------------------------------------------------------------------------
/1/ A Frame Delivery Rate Business Delivery Standard and a Frame Delivery Rate
Minimum Performance Standard applicable to Discover shall be established
pursuant to Section 7.8 of Schedule B.
-----------------------------------------------------------------------------------------------------------------------
2. IPSS SERVICES PERFORMANCE STANDARDS
(a) Batch Completion Time
Table B3-6
-----------------------------------------------------------------------------------------------------------------------
Measurement Scheduled Batch Batch Completion Time Minimum Batch Completion Time Business Delivery
Window Job Performance Standard Standard
-----------------------------------------------------------------------------------------------------------------------
Calendar month See footnote 1 None { * } of all Batch Completion Times for
applicable Batch Jobs are earlier than
or equal to the corresponding scheduled
completion times/1/
-----------------------------------------------------------------------------------------------------------------------
/1/ The applicable Batch Jobs and their corresponding scheduled completion times
are those listed in Annex B3-1, as such listing may be modified from time to
time by the mutual agreement of the Parties. In the event that the Parties agree
to add one (or more) Batch Job(s) to Table B3-1-1 of Annex B3-1, performance for
the new Batch Job will be baselined for { * } (or such other mutually agreeable
period). Thereafter, the foregoing Batch Completion Time Business Delivery
Standard shall be amended pursuant to the following formula:
N= { * }
where: "N" is the amended Batch Completion Time Business Delivery Standard, "O"
is the prior Batch Completion Time Business Delivery Standard, "B" is the
percentage of Batch Completion Times for the added Batch Job during the
baselining period that are earlier than or equal to the corresponding scheduled
completion time for such added Batch Job(s), "x" is the aggregate number of
scheduled runs for all of the Batch Jobs in Table B3-1-1 of Annex B3-1
(including the added Batch Job(s)), and "y" is the aggregate number of scheduled
runs for the added Batch Job(s).
If a change in the scheduled completion time for a Batch Job is agreed upon by
the Parties, the change will be documented (via e-mail), Table B3-1-1 of Annex
B3-1 shall be deemed modified to the extent of such documented and agreed-upon
change, and the foregoing Batch Completion Time Business Delivery Standard will
remain unchanged. The Parties agree to review and update Annex B3-1 to add or
subtract Batch Jobs or to modify the names or scheduled completion times of the
Batch Jobs and as applicable, update Batch Completion Time Business Delivery
Standard on a { * } basis, or as otherwise mutually agreed upon by the Parties.
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment B-3 to Schedule B of Services Agreement MSDW/IBM Confidential
B3-3 Final Execution Draft
<PAGE>
(b) { * } Platform Availability
Table B3-7
-----------------------------------------------------------------------------------------------------------------------
Measurement Scheduled { * } Platform Availability Minimum { * } Platform Availability Business
Window Uptime Performance Standard Delivery Standard
-----------------------------------------------------------------------------------------------------------------------
Calendar month { * } { * } Availability/1/ *** { * }
-----------------------------------------------------------------------------------------------------------------------
/1/ "Availability" refers to the Availability of the { * } symmetric processing
platforms (including related hardware, ESCON Directors and ESCON channels) at
all of the Discover sites that utilize a { * } platform. As of the Effective
Date, the Discover sites utilizing { * } platforms are located in { * } and { *
}. IBM will assist Discover in achieving its operational and hardware goals by
providing change and problem management controls to track { * } hardware
Availability, IBM system administration workmanship, and operational readiness
for the { * } platform. IBM will (a) monitor the { * } hardware platform and
coordinate with the Discover Help Desk (PMG) for the timely resolution of { * }
platform Problems and issues, (b) interface with { * } and other third party
vendors, and (c) escalate Problems as appropriate. IBM will provide { * }
reports to Discover displaying { * } platform Availability and indicating the
causes of any Unexcused Downtime or Excused Downtime (e.g., hardware,
operations, system administration, etc.). IBM will report on Availability by
reviewing various system and problem logs that record Availability as described
in this footnote.
--------------------------------------------------------------------------------
(c) CICS Subsystem Availability
Table B3-8
-------------------------------------------------------------------------------------------------------------------------
Measurement CICS Subsystem (CICS Scheduled Uptime CICS Availability CICS Availability
Window Region) Minimum Performance Business Delivery
Standard Standard
-------------------------------------------------------------------------------------------------------------------------
Calendar month { * } { * } { * } Availability/1/ { * }
--------------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/1/ { * }
--------------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/1/ { * }
--------------------------------------------------------------------------------------------------------
{ * } { * } { * } Availability/1/ { * }
--------------------------------------------------------------------------------------------------------
{ * } See footnote 3 { * } Average
Availability/1,5/ for
all such subsystems
*** { * }
--------------------------------------------------------------------------------------------------------
Each other subsystem See footnote 3 { * } Availability/1/ *** { * }
listed in Table for each applicable
B3-2-2 of Annex subsystem
B3-2/3,4/
-------------------------------------------------------------------------------------------------------------------------
*** more than equal to
/1/ For the purposes of this Table B3-8, "Availability" refers to the
Availability of the specified CICS regions and applicable data files. With
respect to Performance Standards which measure the Availability of a grouped
pair of regions, such pair will be deemed Available for Use if either of the
regions in the pair are Available for Use during Scheduled Uptime. With respect
to Performance Standards which measure the Availability of two grouped pairs of
regions, such pairs will be deemed Available for Use if either pair is Available
for Use during Scheduled Uptime pursuant to the preceding sentence. Any Outages
of unknown cause less than { * } in duration shall be deemed to be { * } for the
purposes of this Table B3-8. Availability will be measured every { * } of
Scheduled Uptime using the { * } Upon the reasonable request of Discover, IBM
will monitor for a reasonable time the processing times for the subsystems
listed in this Table B3-8 (including test subsystems and subsystems deemed
added) using { * }, and will provide Discover with data and any other
performance results (e.g., analyses and diagnostic reports) corresponding to
such monitoring. IBM will use commercially reasonable efforts to maintain as
Available for Use those regions used by Discover for testing or development
purposes during applicable Scheduled Uptime to the extent of IBM's
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Attachment B-3 to Schedule B of Services Agreement MSDW/IBM Confidential
B3-4 Final Execution Draft
<PAGE>
responsibility for the technical and operational support of such regions. The
Parties agree that IBM will monitor the test/development/QA CICS Program Library
regions on { * } (or such other host on which such regions operate)
(collectively the "Monitored Regions") by { * } for each of the major versions
and releases of CICS in production (e.g., CICS releases { * }) on { * },
monitoring the Availability of such { * } using { * }, and proactively informing
MSDW of any problems causing the lack of Availability of such { * } which could
indicate possible Availability problems with respect to the Monitored Regions.
/2/ The Performance Standard Credit for IBM's failure to meet or exceed this
Minimum Performance Standard will be the { * }.
/3/ The applicable subsystems and their corresponding Scheduled Uptimes are
listed in the corresponding table in Annex B3-2.
/4/ Discover and IBM agree that CICS subsystems operating in any additional
production regions that are provided by IBM upon the request of Discover will be
deemed to be added to Annex B3-2 and performance for each of these subsystems
will be baselined by IBM for { * } (or such other mutually agreeable period)
after the later of (i) September 1, 1998, and (ii) the date such subsystem is
introduced into a Discover processing environment. A CICS Availability/1/
Business Delivery Standard corresponding to each additional subsystem shall be
determined, as mutually agreed, based upon the { * } each additional subsystem's
monthly performance (measured on a calendar-month basis) during this { * }
period (or such other mutually agreeable period). Discover and IBM agree that
such baselined performance for each additional subsystem will also serve as the
basis for determining any corresponding Availability/1/ Minimum Performance
Standard applicable to such subsystem, as mutually agreed.
/5/ Average Availability shall be calculated by (a) aggregating the Availability
{ * } calculated for each applicable subsystem during the Measurement Period and
(b) dividing such aggregation by the total number of such subsystems, with the
result { * }.
/6/ The Performance Standard Credit for IBM's failure to meet or exceed this
Minimum Performance Standard will be as follows: If the average Availability/1/,
/5/ for CICS subsystems Listed in { * } of { * } is less than { * }, the
Performance Standard Credit for IBM's failure to meet or exceed this Minimum
Performance Standard will be the { * }; provided, however, that notwithstanding
the foregoing, (a) if the number of individual subsystems for which
Availability/1/ *** { * } per subsystem exceeds { * } but is less than or equal
to { * }, the applicable Performance Standard Credit shall be the amount
calculated as the { * } and (b) if the number of individual subsystems for which
Availability/1/ *** { * } per subsystem exceeds { * }, the applicable
Performance Standard Credit shall be the amount calculated as the { * }.
--------------------------------------------------------------------------------
*** less than
(d) Systems Availability
Table B3-9
----------------------------------------------------------------------------------------------------------------------
System Measurement Scheduled Uptime Availability Minimum Availability Business Delivery Standard
Window Performance Standard
----------------------------------------------------------------------------------------------------------------------
{ * } System Calendar { * } { * } (a) Availability/1/ *** { * } for host { * }, and
month (b) Availability/1/ *** { * } for host { * }, and
(c) Availability/1/ *** { * } for host { * }, and
(d) Availability/1/ *** { * } for host { * }
----------------------------------------------------------------------------------------------------------------------
{ * } System Calendar { * } { * } Availability/1/ *** { * }
month
----------------------------------------------------------------------------------------------------------------------
/1/ "Availability" is measured using { * } and refers to the Availability of the
applicable systems in production environments only.
----------------------------------------------------------------------------------------------------------------------
*** more than equal to
(e) CPU Objective Allocation ("CPUOA") Performance
Table B3-10
Attachment B-3 to Schedule B of Services Agreement MSDW/IBM Confidential
B3-5 Final Execution Draft
<PAGE>
---------------------------------------------------------------------------------------------------------------------
Measure- Task
ment Classifica- Class of Successful Address Successful Job
Window tion/1/ Service Shift/2/ Space Threshold/2/ Threshold/3/
---------------------------------------------------------------------------------------------------------------
Calendar Started Tasks A Prime { * } { * }
----------------------------------------------------------------
month (STC) Non-Prime { * } { * }
-----------------------------------------------------------------------------------------------
Started Tasks B Prime { * } { * }
----------------------------------------------------------------
(STC) Non-Prime { * } { * }
-----------------------------------------------------------------------------------------------
Started Tasks C Prime { * } { * }
----------------------------------------------------------------
(STC) Non-Prime { * } { * }
-----------------------------------------------------------------------------------------------
On-lines A Prime { * } { * }
----------------------------------------------------------------
Non-Prime { * } { * }
-----------------------------------------------------------------------------------------------
On-lines B Prime { * } { * }
----------------------------------------------------------------
Non-Prime { * } { * }
-----------------------------------------------------------------------------------------------
{ * } A Prime { * } { * }
----------------------------------------------------------------
Non-Prime { * } { * }
-----------------------------------------------------------------------------------------------
{ * } B Prime { * } { * }
----------------------------------------------------------------
Non-Prime { * } { * }
-----------------------------------------------------------------------------------------------
{ * } C Prime { * } { * }
----------------------------------------------------------------
Non-Prime { * } { * }
-----------------------------------------------------------------------------------------------
Batch A Prime { * } { * }
----------------------------------------------------------------
Non-Prime { * } { * }
-----------------------------------------------------------------------------------------------
Batch B Prime { * } { * }
----------------------------------------------------------------
Non-Prime { * } { * }
-----------------------------------------------------------------------------------------------
Batch C Prime { * } { * }
----------------------------------------------------------------
Non-Prime { * } { * }
---------------------------------------------------------------------------------------------------------------
/1/ The CPU Objective Allocation metric is a host-based measurement expressed in
two variables, "Successful Address Space Threshold" and "Successful Job
Threshold," which are defined in Section 1.2 of Schedule B. Tasks are listed in
descending order of priority for CPU dispatch. The order of priority may be
changed upon the mutual agreement of Discover and IBM. Upon Discover's
registering an application with IBM, IBM will assign the application the Task
Classification mutually agreed upon by Discover and IBM.
/2/ For the purposes of this Table B3-8 only, "Prime" means { * } E.T.;
"Non-Prime" means all times that are not Prime as defined in this footnote. The
Business Delivery Standard for each shift category shall be satisfied if the
sampled Successful Job Thresholds are greater than or equal to the levels of
such variables specified above in the "Successful Job Threshold" column.
/3/ The Successful Job Threshold will be measured using sampling obtained from
each address space on each host { * }, recorded in a record written to storage
media. Samples for tasks of { * } or less shall be excluded.
--------------------------------------------------------------------------------
3. PRINT SERVICES PERFORMANCE STANDARDS
(a) Print and Insertion Quality
--------------------------------------------------------------------------------
Attachment B-3 to Schedule B of Services Agreement MSDW/IBM Confidential
B3-6 Final Execution Draft
<PAGE>
Table B3-11
-------------------------------------------------------------------------------------------------------------------------
Measurement Print and Print and Insertion Quality Minimum Print and Insertion Quality Business
Window Insertion Job Performance Standard Delivery Standard
-------------------------------------------------------------------------------------------------------------------------
Calendar See Annex { * } (a) Print Productivity for each Print Only
month B3-3 and Print and Insertion Job ** the
corresponding Business Delivery
Standard period/1/ and
(b) The number of Business Impacting
Events for all Print and Insertion
Jobs listed in Annex B3-3 = { * }
-------------------------------------------------------------------------------------------------------------------------
/1/ The corresponding Business Delivery Standard periods as well as the
corresponding Minimum Performance Standard periods are set forth in Annex B3-3
to this Attachment E.
--------------------------------------------------------------------------------
** less than equal to
--------------------------------------------------------------------------------
Attachment B-3 to Schedule B of Services Agreement MSDW/IBM Confidential
B3-7 Final Execution Draft
<PAGE>
ANNEX B3-1
Batch Jobs and Corresponding Scheduled Completion Times
Table B3-1-1
--------------------------------------------------------------------------------
Infrastructure Batch Job/1/ Scheduled Completion Time/2/
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
/1/ For these Batch Jobs, IBM will provide Discover with weekly reporting no
less comprehensive than that provided prior to the Effective Date, which will
include a causal description for any failure to meet the applicable scheduled
completion time (e.g., "IBM-caused" or "Discover-caused").
/2/ All times in this table refer to Eastern Time, expressed in 24-hour format
(e.g., "09:00" means 9:00 a.m., and "15:00" means 3:00 p.m.). The following
abbreviations are used to denote days of the week: M=Mondays, T=Tuesdays,
W=Wednesdays, R=Thursdays, F=Fridays, S=Saturdays and N=Sundays.
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Annex B3-1 to Attachment B-3 MSDW/IBM Confidential
to Schedule B of Services Agreement B3-1-1 Final Execution Draft
<PAGE>
Table B3-1-2
--------------------------------------------------------------------------------
Tracked Batch Job/1/ Scheduled Completion Time/2/
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
{ * } { * }
--------------------------------------------------------------------------------
/1/ For these Batch Jobs, IBM will track daily Batch Completion Time performance
and will provide Discover with daily reporting of such performance similar to
that provided for the Batch Jobs listed in Table B3-1-1, except that IBM need
not include a causal description for any failure to meet the applicable
scheduled completion time.
/2/ All times in this table refer to Eastern Time, expressed in 24-hour format
(e.g., "09:00" means 9:00 a.m., and "15:00" means 3:00 p.m.). The following
abbreviations are used to denote days of the week: M=Mondays, T=Tuesdays,
W=Wednesdays, R=Thursdays, F=Fridays, S=Saturdays and N=Sundays.
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Annex B3-1 to Attachment B-3 MSDW/IBM Confidential
to Schedule B of Services Agreement B3-1-2 Final Execution Draft
<PAGE>
ANNEX B3-2
CICS Subsystems and Corresponding Scheduled Uptimes
Table B3-2-1
--------------------------------------------------------------------------------
CICS Subsystem CICS Region Scheduled Uptime/1/
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
/1/ All times refer to Eastern Time. The following abbreviations are used to
denote days of the week: M=Mondays, T=Tuesdays, W=Wednesdays, R=Thursdays,
F=Fridays, S=Saturdays and N=Sundays.
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Annex B3-2 to Attachment B-3 MSDW/IBM Confidential
to Schedule B of Services Agreement B3-2-1 Final Execution Draft
<PAGE>
Table B3-2-2
--------------------------------------------------------------------------------
CICS Subsystem CICS Region Scheduled Uptime/1/
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
{ * } { * } { * }
--------------------------------------------------------------------------------
/1/ All times refer to Eastern Time.
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Annex B3-2 to Attachment B-3 MSDW/IBM Confidential
to Schedule B of Services Agreement B3-2-2 Final Execution Draft
<PAGE>
ANNEX B3-3
Print and Insertion/Print Only Jobs
Table B3-3-1
---------------------------------------------------------------------------------------------------------------------
Print and Insertion Job or Corresponding Minimum Performance Corresponding Business Delivery Standard
Print Only Job Standard Period or Completion Time/1, 4/ Period or Completion Time/1, 4/
---------------------------------------------------------------------------------------------------------------------
{ * } { * } { * }
---------------------------------------------------------------------------------------------------------------------
{ * } { * } { * }
---------------------------------------------------------------------------------------------------------------------
{ * } { * } { * }
---------------------------------------------------------------------------------------------------------------------
{ * } { * } { * }
---------------------------------------------------------------------------------------------------------------------
{ * } { * } { * }
---------------------------------------------------------------------------------------------------------------------
{ * } { * } { * }
---------------------------------------------------------------------------------------------------------------------
/1/ Periods apply for single-cycle volumes only. For double cycles, the
applicable periods will be extended by { * }.
/2/ Print and Insertion Job.
/3/ Print Only Job.
/4/ Parties agreed (a) that the designated corresponding Print and Insertion Job
or Print Only Job, as applicable, completion time will slip { * } after the
corresponding scheduled Batch Job completion time during which Discover has not
provided the necessary data to execute such Print and Insertion Job or Print
Only Job, as applicable, (b) if Discover does not provide necessary data to
execute the Print and Insertion Job within { * } of the agreed-upon
corresponding scheduled Batch Job completion time, then the corresponding
Minimum Performance Standard period and corresponding Business Delivery Standard
period for such Print and Insertion Job will be extended by { * } and (c) if
Discover's data is late by more than { * } from the corresponding scheduled
Batch Job completion time for the applicable Print and Insertion Job, or if
Discover does not provide necessary data to execute the Print Only Job within {
* } of the agreed-upon corresponding scheduled Batch Job completion time, the
Parties will set a mutually agreeable Minimum Performance Standard period and
corresponding Business Delivery Standard period for the impacted individual
Print and Insertion Job(s) or Print Only Job(s), as applicable.
/5/ As of the Effective Date, Discover is developing plans that may result in
migrating some of the print volumes for the applicable Print Only Job to { * }
Should this occur, the migration will constitute a Trigger Event under Section
5.2(b) of Schedule B. Discover will keep IBM involved as to the impact of this
migration on IBM's print operations. As details of the migration are worked out,
the Parties agree to re-evaluate the Minimum Performance Standard and Business
Delivery Standard to adjust for the changes in print volumes for the Print Only
Job performed by IBM.
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Annex B3-3 to Attachment B-3 MSDW/IBM Confidential
to Schedule B of Services Agreement B3-3-1 Final Execution Draft
<PAGE>
ATTACHMENT B-4
Voice Services Performance Standards
This Attachment B-4 sets forth the Performance Standards applicable to Voice
Services.
1. DEFINITIONS
1.1 Certain Definitions.
-------------------
As used in this Attachment B-4:
(a) "Blocked" means the return of a busy signal to a caller or
failure to connect a call to the intended recipient on the Voice
Network that is due to a failure for which IBM is responsible.
(b) "Grade of Service" or "GOS" means the probability that a call
originating from or terminating at MSDW during the applicable
Measurement Window for a GOS Performance Standard will be
Blocked. GOS is calculated by dividing (i) the number of calls
originating from or terminating at MSDW that are Blocked during
the Busy Hour, by (ii) the number of attempted calls originating
from or terminating at MSDW during the Busy Hour, expressed as a
decimal preceded by "P" (e.g., P.010").
(c) "Repair Time" for Voice Services means the actual time between
(i) the earlier of (A) the moment when MSDW provides IBM with
notice of any Outage or Problem with respect to a Service or
Services by calling the IBM Help Desk and a Problem ticket is
opened or (B) the moment when the IBM Help Desk otherwise becomes
aware of such Outage or Problem and a Problem ticket is opened,
and (ii) the moment that the affected Service(s) and those
elements of the Service for which IBM is responsible are restored
to normal operational status and such ticket is subsequently
placed on hold. IBM problem tickets are closed upon the mutual
agreement of IBM and MSDW. In the event that MSDW is not
satisfied with the handling of an Outage or Problem, or if such
Outage or Problem is perceived by MSDW to be chronic in nature,
MSDW may request a root-cause analysis from IBM to review the
specific cause or causes of such Outage or Problem, and IBM shall
promptly provide such analysis.
(d) "Voice Network" means all Equipment, associated attachments,
features and accessories, Software, lines and cabling, including
communication controllers, multiplexers, lines, modems, CSUs and
DSUs, and any other facilities used to connect and transmit voice
communications. "Voice Network" does not include any MSDW
Equipment, MSDW Software, or MSDW wiring.
1.2 Other Terms.
-----------
25. OTHER CAPITALIZED TERMS USED IN THIS ATTACHMENT B-4 BUT NOT DEFINED
HEREIN SHALL HAVE THE MEANINGS GIVEN TO THEM ELSEWHERE IN THE AGREEMENT.
--------------------------------------------------------------------------------
Attachment B-4 to Schedule B of Services Agreement MSDW/IBM Confidential
B4-1 Final Execution Draft
<PAGE>
2. VOICE SERVICES PERFORMANCE STANDARDS
2.1 Service Availability.
--------------------
Table B4-1
-----------------------------------------------------------------------------------------------------------------------
Voice Hours for Voice Service
Measurement Service Provision Availability Minimum Voice Service Availability
Window Description of Voice Service Performance Standard Business Delivery Standard
-----------------------------------------------------------------------------------------------------------------------
Calendar month { * } G.S.S. { * } { * } Availability *** { * }
Platform/1/
-----------------------------------------------------------------------------------------------------------------------
Calendar month Voice Network { * } { * } Availability/2/ *** { * }
-----------------------------------------------------------------------------------------------------------------------
/1/ "G.S.S. Platform" means the Global Services System Platform. The G.S.S.
Platform maintenance window will be { * } scheduled voice network maintenance
window (which as of the Effective Date is { * } from { * } E.T. through { * }
E.T.). IBM will notify the appropriate MSDW Business Unit of changes, if any to
the maintenance window. Site-specific or emergency maintenance will be
coordinated with MSDW to avoid business impacts.
/2/ "Availability" refers to the Availability of access to complete incoming or
outgoing calls on circuits for which IBM is responsible. The Business Delivery
Standard for Availability will be measured based upon the Voice Network as a
whole at the DS-1 level. IBM will also provide Availability statistics for each
MSDW Business Unit site on a { * } basis at the request of an MSDW Business
Unit.
--------------------------------------------------------------------------------
2.2 Moves/Adds/Changes ("MACs") Time.
--------------------------------
Table B4-2
-----------------------------------------------------------------------------------------------------------------------
Measurement MACs Services MACs Time Minimum
Window Description Performance Standard MACs Time Business Delivery Standard
-----------------------------------------------------------------------------------------------------------------------
Calendar month Moves, adds and { * } All MACs Times ** those applicable
changes of circuits/1/ implementation time set forth in Table B4-1-1
of Annex B4-1
-----------------------------------------------------------------------------------------------------------------------
Calendar month Toll Free Number { * } All MACs Times/2/ ** those applicable
("TFN") Routing implementation times set forth in Table
moves, adds and B4-1-2 of Annex B4-1
changes/1/
-----------------------------------------------------------------------------------------------------------------------
/1/ MACs Services provided by IBM include, as applicable, installations,
replacement of equipment, upgrades, disconnects, reconfigurations, and
optimizations for Voice Network equipment, facilities and software. Each MSDW
Business Unit and IBM will agree upon all MACs projects. If additional resources
are required to meet requested time frames other than as required by the
applicable Business Delivery Standard, IBM will provide appropriate cost
estimates and schedule a reasonable time in advance for approval by the
appropriate MSDW Business Unit personnel. In such situations where IBM provides
Voice Services, IBM will order, on behalf of the corresponding MSDW Business
Unit, all Voice Network applications, as well as long distance and "800"
services. For each project that IBM manages for an MSDW Business Unit, IBM will
(i) identify all necessary equipment, needs for additional footprint (by site
survey), and electrical requirements, (ii) provide a project manager/implementor
to oversee a project from beginning to completion and place applicable orders
for third party vendor involvement for which IBM is responsible, and (iii)
coordinate all installation efforts with the corresponding MSDW Business Unit
headquarters, as appropriate, and local site contacts. For MACs Services related
to large change projects as mutually defined by an MSDW Business Unit and IBM,
time frames will be determined as mutually agreed upon by such MSDW Business
Unit and IBM. Circuit and Toll Free Number moves, adds and changes will be
tracked in the { * } system.
/2/ MACs Times for the Toll Free Number change Business Delivery Standard
measures the elapsed time between the point when an MSDW Business Unit requests
IBM to perform Quick Allocator and scheduled Plan Override (change to the
current schedule set) changes. This includes time to receive a request, analyze
a request, make the change and
--------------------------------------------------------------------------------
** means less than equal to
*** means more than equal to
--------------------------------------------------------------------------------
Attachment B-4 to Schedule B of Services Agreement MSDW/IBM Confidential
B4-2 Final Execution Draft
<PAGE>
--------------------------------------------------------------------------------
send it to the host. If the corresponding MSDW Business Unit keys in the change,
the performance will conform to the { * } standards.
--------------------------------------------------------------------------------
2.3 Time to Repair.
--------------
Table B4-3
--------------------------------------------------------------------------------------------------------------------
Measurement Scope of Repair Time Minimum
Window Repair Performance Standard Repair Time Business Delivery Standard
--------------------------------------------------------------------------------------------------------------------
Calendar month Voice Network/1/ { * } (a) Average/2/ of Repair Times ** { * } for Level 1
Problems, and
(b) Average/2/ of Repair Times ** { * } for Level 2
Problems
--------------------------------------------------------------------------------------------------------------------
Calendar month { * } G.S.S. { * } Average of Repair Times ** { * }
Platform/3/
-----------------------------------------------------------------------------------------------------------------------
/1/ IBM will investigate, isolate and diagnose all Voice Network Outages and
Problems that are reported by an MSDW Business Unit to IBM. If the MSDW Business
Unit reports a suspected Problem with circuit quality (e.g., echo, noise, or
signal attenuation), IBM will duplicate the circumstances of the Problem and
repair or reroute subsequent calls as appropriate.
/2/ Averages are computed based upon all repairs to the Voice Network for
Problems with the same applicable Severity Level occurring during the applicable
Measurement Window. Problem Severity Levels are defined in Schedule B of the
Agreement.
/3/ "G.S.S. Platform" means the Global Services System Platform.
--------------------------------------------------------------------------------
2.4 Delivery Times for Invoices and Billing Information.
---------------------------------------------------
Table B4-4
----------------------------------------------------------------------------------------------------------
Measurement Delivery Time Minimum Delivery Time Business
Window Deliverable/1/ Performance Standard Delivery Standard
----------------------------------------------------------------------------------------------------------
Calendar month Voice Network Services { * } Delivery Time ** { * }
invoices1 for which an
MSDW Business Unit is
responsible
----------------------------------------------------------------------------------------------------------
/1/ IBM will continue to provide paper bills and datasets of call detail as well
as billing information as provided to each MSDW Business Unit prior to the
Effective Date, in a format consistent with each MSDW Business Unit's current
processing systems. IBM will provide voice dataset detail in { * } format when
this option becomes available. IBM will also provide a summary-type invoice by
site (cost center) as requested by an MSDW Business Unit. 2 IBM will provide
causal analysis of any failure to meet this Business Delivery Standard only upon
the request of an MSDW Business Unit.
--------------------------------------------------------------------------------
2.5 Busy Hour Grade of Service.
--------------------------
Table B4-5
-------------------------------------------------------------------------------------------------------
Busy Hour Grade of Service Busy Hour Grade of Service
Measurement Window Minimum Performance Standard Business Delivery Standard
-------------------------------------------------------------------------------------------------------
Calendar month { * } Grade of Service/1/ ** { * }
-------------------------------------------------------------------------------------------------------
/1/ This Business Delivery Standard is monitored and reported by site. Upon the
request of either Party, IBM will sample performance during periods other than
the "Busy Hour," and calculate Grade of Service for such periods for diagnostic
purposes only.
--------------------------------------------------------------------------------
** less than equal to
--------------------------------------------------------------------------------
Attachment B-4 to Schedule B of Services Agreement MSDW/IBM Confidential
B4-3 Final Execution Draft
<PAGE>
ANNEX B4-1
MACs Services and Corresponding Implementation Times
Table B4-1-1: Moves, Adds and Changes of Circuits
--------------------------------------------------------------------------------------------------------------
Business Day
Request Type Service Type Implementation Time
--------------------------------------------------------------------------------------------------------------
New DS-3 Service { * } { * }
--------------------------------------------------------------------------------------------------------------
Add DS-1 on Existing DS-3 { * } { * }
--------------------------------------------------------------------------------------------------------------
New DS-1 Service - Non-ISDN/No SAFER { * } { * }
--------------------------------------------------------------------------------------------------------------
New DS-1 Service - Non-ISDN/SAFER { * } { * }
--------------------------------------------------------------------------------------------------------------
Reconfiguration DS-1 - Non-ISDN { * } { * }
--------------------------------------------------------------------------------------------------------------
New DS-1 Service - ISDN/No SAFER { * } { * }
--------------------------------------------------------------------------------------------------------------
New DS-1 Service - ISDN/SAFER { * } { * }
--------------------------------------------------------------------------------------------------------------
Reconfiguration DS-1 - ISDN { * } { * }
--------------------------------------------------------------------------------------------------------------
Disconnect Dedicated Facilities { * } { * }
--------------------------------------------------------------------------------------------------------------
Outside Move - Facilities { * } { * }
--------------------------------------------------------------------------------------------------------------
Inside Move - Facilities { * } { * }
--------------------------------------------------------------------------------------------------------------
Add ANI Delivery - Non-ISDN { * } { * }
--------------------------------------------------------------------------------------------------------------
Add ANI Delivery - ISDN { * } { * }
--------------------------------------------------------------------------------------------------------------
/1/ { * } is applicable if the DS-1 is being added to an existing trunk group.
If a separate trunk group is being created, the corresponding Implementation
Time will be { * }.
--------------------------------------------------------------------------------
Table B4-1-2: Toll Free Number Routing Moves, Adds and Changes
-----------------------------------------------------------------------------------
Toll Free Number Routing Platform Change Implementation Time/1/
-----------------------------------------------------------------------------------
Quick Allocator Change { * }
-----------------------------------------------------------------------------------
Change to schedule set, plan override { * }
-----------------------------------------------------------------------------------
Change DNIS { * }
-----------------------------------------------------------------------------------
Add/Remove Referrals { * }
-----------------------------------------------------------------------------------
Change NPA Routing { * }
-----------------------------------------------------------------------------------
Change Exchange Routing (6-digit screening) { * }
-----------------------------------------------------------------------------------
Change Time Manager { * }
-----------------------------------------------------------------------------------
Change Day Manager { * }
-----------------------------------------------------------------------------------
Change Call Allocator { * }
-----------------------------------------------------------------------------------
Add destination to TFN { * }
-----------------------------------------------------------------------------------
--------------------------------------------------------------------------------
/1/ Applicable for changes of { * } or less toll free numbers ("TFNs"); if there
are more than { * } TFNs involved, project time frames will be { * }.
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Annex B4-1 to Attachment to MSDW/IBM Confidential
Schedule B of Services Agreement B4-1-1 Final Execution Draft