Common use of Change and Release Management Clause in Contracts

Change and Release Management. Change and release management processes and activities are inter-related and complementary. A high level description of each is provided below. Change management activities are to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes, in order to minimize the impact of change upon Service quality and consequently to improve the day-to-day operations of the organization. Change management covers all aspects of managing the introduction and implementation of all changes affecting all IT Services Towers and in any of the management processes, tools, and methodologies designed and utilized to support the IT systems and networks. The change management process includes the following process steps: n Request process n Recording/tracking process n Prioritization process n Responsibility assignment process n Impact/risk assessment process n Review / approval process n Implementation process n Verification (test) process n Release process Confidential Information Page 12 Table of Contents n Closure process Release management activities take a holistic view of a change to an IT Service and should ensure that all aspects of a release, both technical and non-technical, are considered together. The goals are to plan and oversee the successful rollout of software, hardware and network; design and implement efficient procedures for distribution and installation of changes. The activities also ensure that only correct, authorized and tested versions are installed and that changes are traceable and secure. Execution and back-out plans shall be documented and approved by Symetra. Master copies of new versions shall be secured in a software library and configuration databases shall be updated. The following table identifies change management and release management roles and responsibilities that ACS and Symetra will perform. 1. Recommend change and release management policies, procedures, processes and training requirements for Symetra infrastructure X 2. Participate in change and release management policies, procedures, processes and training requirements for Symetra infrastructure X 3. Establish change classifications (impact, priority, risk) and change authorization process X 4. Participate in the development of the change management and release management procedures and policies X 5. Approve change and release management procedures and policies X 6. Administer the version control system as it relates to release management of Symetra custom applications X 7. Document and classify proposed changes to the Symetra Service Towers. Documentation shall include cost and risk impact and back out plans of those changes and establish release management plans for major changes. X 8. Develop and maintain a schedule of planned changes and provide to Symetra for review as required X 9. Determine change logistics X 10. Schedule and conduct change management meeting to include review of planned changes and results of changes made X 11. Provide change documentation as requested X 12. Authorize and approve scheduled changes or alter the schedule of any or all change requests X 13. Review release management details and alter as appropriate to meet the needs of Symetra (back out plan, go/no go decision) X 14. Notify Symetra affected clients of change timing and impact X 15. Implement change and adhere to detailed release plans X 16. Modify configuration, asset management Items, service catalog (if applicable) to reflect change X 17. Verify that change met objectives and resolve negative impacts X 18. Monitor changes and report results of changes and impacts X Confidential Information Page 13 Table of Contents

Change and Release Management. Change and release management processes and activities are inter-related and complementary. A high level description of each is provided below. Change management Services are the activities are to ensure that standardized methods and procedures are used followed for efficient and prompt handling of all changes, in order . Change management activity is undertaken to minimize the impact of change upon Service quality and consequently to improve the day-to-day operations of the organization. Change management covers all aspects of managing the introduction and implementation of all changes affecting all IT the Services Towers and in any of the management processes, tools, and methodologies designed and utilized to support the IT systems and networks. The change management process includes the following process steps: n § Request process n § Recording/tracking process n § Prioritization process n § Responsibility assignment process n § Impact/risk assessment process n § Review / approval process n § Implementation process n § Verification (test) process n § Release process Confidential Information Page 12 Table of Contents n § Closure process Release management activities take a holistic view of a change to an IT a Service and should ensure that all aspects of a release, both technical and non-technical, are considered together. The goals are to plan to: • Plan and oversee the successful rollout of software, hardware Equipment Refresh and network; design Software Enhancements • Design and implement efficient procedures for distribution and installation of changes. The activities also ensure Software Enhancements • Ensure that only correct, authorized and tested versions Software Enhancements are installed and Confidential Information Page 16 August 1, 2009 Schedule 2A—Cross-Functional Services SOW • Ensure that changes are traceable and secure. Execution Implementation and back-out plans shall be documented and approved by Symetra. Master copies of new versions Software Enhancements shall be secured in a software library and configuration databases shall be updated. The following table identifies each Party’s change management and release management roles and responsibilities that ACS and Symetra will performresponsibilities. 1. Recommend change and release management policies, procedures, processes and training requirements for Symetra infrastructure X 2. Participate in change and release management policies, procedures, processes and training requirements for Symetra infrastructure X 3. Establish change classifications (impact, priority, risk) and change authorization process X 4. Participate in the development of the change management Change Management Procedures and release management procedures and policies X 5. Approve change Change Management Procedures and release management procedures and policies X 6. Ensure change and release management Services processes are consistent across all environments (e.g., development, test and production) X 7. Administer the version control system as it relates to release management of Symetra custom applications X 78. Document and classify proposed changes to the Symetra Service TowersServices. Documentation shall include cost and risk impact and back out plans of those changes and establish release management plans for major changes. X 89. Develop and maintain a change plans and schedule of planned changes and provide to Symetra for review as required X 9. Determine change logistics X 10. Schedule and conduct change management meeting to include review of planned changes and results of changes made X 11. Provide change documentation (e.g., plans, schedules, test plans, backout plans) as requested by Symetra X 12. Authorize and approve scheduled changes or alter the schedule of any or all change requests X 13. Review release management details and alter as appropriate to meet the needs of Symetra (back out plan, go/no go decision) X 14. Notify Symetra affected clients of change timing and impact X 15. Implement change ACS responsibilities associated with changes and adhere to detailed release plans X 16. Modify configurationand update systems and documentation impacted by implemented changes (e.g., asset management ItemsOperations Manual, service CMDB, Asset Management System, Service catalog (if applicable), DR plan) to reflect change XX August 1, 2009 Schedule 2A—Cross-Functional Services SOW 17. Verify and report to Symetra that change met objectives and resolve negative impacts X X 18. Monitor changes and report results to Symetra of changes and impacts X Confidential Information Page 13 Table X 19. Conduct user acceptance tests as required X 20. Perform quality control audits and approve change control results X 21. Maintain master copies of Contentsnew versions in a secured software library and update configuration databases X