Common use of Training and Knowledge Transfer Clause in Contracts

Training and Knowledge Transfer. Training and knowledge transfer Services consist of: a. ACS will provide training for the improvement of skills through education and instruction for ACS’ staff. ACS will participate in any initial and on-going training delivered by Symetra as required that would provide a learning opportunity about Symetra’s business and technical environment. b. ACS will provide training for Symetra technical staff for the express purpose of exploitation of the functions and features of the Symetra computing environment. Delivery methods may include classroom style, computer-based, individual, or other appropriate means of instruction. c. ACS will provide Symetra selected industry standards based training for those areas which it is certified to teach (Six Sigma for example). ACS will also coordinate with Symetra on other available industry training for which there may be associated costs. The following table identifies each Party’s training and knowledge transfer roles and responsibilities. 1. Develop and document training and knowledge database requirements and policies X 2. Participate in development, review and approve training requirements X 3. Develop and document procedures that meet training requirements and adhere to defined policies X 4. Approve training procedures X 5. Provide to and instruct Symetra personnel on the provision of Services (e.g., “rules of engagement”, requesting services, etc.) X 6. Approve ACS developed training program X 7. Provide and maintain a Symetra accessible knowledge database/portal X 8. Develop and implement knowledge transfer procedures to ensure that more than one individual understands key components of the business and technical environment X 9. Participate in Symetra delivered instruction on the business and technical environment X 10. Develop and document training requirements that support the ongoing provision of Services, including refresher courses as needed and instruction on new functionality X August 1, 2009 Schedule 2A—Cross-Functional Services SOW 11. Take training classes as needed to remain current with systems, software, features and functions for which help desk support is provided in order to improve Service performance (e.g., First Contact Resolution) X 12. Provide training to Symetra when substantive (as defined between Symetra and ACS) technological changes (e.g., new systems or functionality) are introduced into the Symetra environment to facilitate full exploitation of all relevant functional features X 13. Provide training materials for Symetra technical staff for Xxxxx 0 supported applications X 14. Provide on-going training materials for help desk Personnel on the Symetra business and technical environments as defined by Symetra X 15. Provide Symetra selected classroom-style and computer-based training (case-by-cases basis) for standard commercial-off-the-shelf (COTS) applications X

Training and Knowledge Transfer. Training and knowledge transfer Services consist of: a. ACS will provide training for the improvement of skills through education and instruction for ACS’ staff. ACS will participate in any initial and on-going training delivered by Symetra as required that would provide a learning opportunity about Symetra’s business and technical environment. b. ACS will provide training for Symetra retained technical staff for the express purpose of exploitation of the functions and features of the Symetra computing environment. Delivery methods may include classroom style, computer-based, individual, or other appropriate means of instruction. c. ACS will provide Symetra selected industry Industry standards based training for those areas which it is certified to teach (Six Sigma for example). ) ACS will also coordinate with Symetra on other available industry training for which there may be associated costs. The following table identifies each Party’s training and knowledge transfer roles and responsibilitiesresponsibilities that ACS and Symetra will perform. 1. Develop and document training and knowledge database requirements and policies X 2. Participate in development, review and approve training requirements XX Table of Contents 3. Develop and document procedures that meet training requirements and adhere to defined policies X 4. Approve training procedures X 5. Provide Develop program to and instruct Symetra personnel on the provision of ACS Services (e.g., “rules of engagement”, requesting services, etc.) X 6. Approve ACS developed training program X 7. Provide Develop, implement and maintain a an Symetra accessible knowledge database/portal X 8. Develop and implement knowledge transfer procedures to ensure that more than one individual understands key components of the business and technical environment X 9. Participate in Symetra delivered instruction on the business and technical environment X 10. Develop and document training requirements that support the ongoing provision of ServicesSymetra services, including refresher courses as needed and instruction on new functionality X August 1, 2009 Schedule 2A—Cross-Functional Services SOWX 11. Take training classes as needed to remain current with systems, software, features and functions for which help desk Help Desk support is provided in order to improve Service performance (e.g., e.g. First Contact Call Resolution) X 12. Provide training to Symetra when substantive (as defined between the Symetra and ACS) technological changes (e.g., new systems or functionality, etc.) are introduced into the Symetra environment to facilitate full exploitation of all relevant functional features X 13. Provide training materials for Symetra technical staff for Xxxxx 0 supported applications X 14. Provide on-on going training materials for help desk Personnel Help Desk personnel on the Symetra business and technical environments as defined by Symetra X 15. Provide Symetra selected classroom-style and computer-based training (case-by-cases basis) for standard commercial-off-the-shelf (COTS) applications X