Ex 2.1.docx

Exhibit 2.1 (SCEIS Modernization Services Statement of Work) Solicitation No. 5400026039

SCEIS Modernization

Exhibit 2.1 SCEIS Modernization Services Statement of Work

Solicitation No. 5400026039

Table of Contents

Figures Figure 1 - Admin SCEIS Operating Model 6

Tables

Introduction This Exhibit 2.1 (SCEIS Modernization Services Statement of Work) sets forth the Services that Service Provider shall provide as of the Commencement Date unless otherwise specified. Further, in this Exhibit, Article Section 4 Service Management sets forth the Service Provider's obligations to work with other Admin Service Components including RISE with SAP S/4HANA Cloud, private edition (SAP RISE) to deliver Services. The Service Provider shall work in coordination with Admin, Service Components, and Admin Contractors to effectively provide the Services.

The Services are inclusive of base Services and optional Services. Base Services are mandatory and required for service delivery by the Service Provider as of the Commencement Date. Base Services include the Services set forth in, Article 4 Service Management, Article 6 Migration Projects, and Article 7 Transition Services. Optional Services are available to Admin through the term of the Contract but are not anticipated to be live at the Commencement Date. Admin reserves the right to move one or more Optional Services to a Base Service at any point in time, including during the procurement process. Optional Services include the Services set forth in Article 9 SAP Application Services (Optional Services).

The Service Provider confirms that unless otherwise explicitly stated, it will provide a solution that supports all the business processes described in this Exhibit 2.1 (SCEIS Modernization Services Statement of Work) and its Exhibits and that all Services are included within the Charges described in Exhibit 4.0 (Business Model). Accordingly, the Service Provider confirms that Admin will not incur any other charges for the requirements described in this Exhibit 2.1 (SCEIS Modernization Services Statement of Work).

The Service Provider shall deliver the Services in the best interests of Admin. The Service Provider shall be responsive to the current and future requirements of Admin by proactively anticipating needs and adjusting Services accordingly within the Charges. The Service Provider shall, at a minimum:

1. Integrate with Admin in an automated service delivery environment.

2. Provide Services for transition, steady state, and service evolution consistent with Exhibit 4.2 (Financial Responsibilities Matrix).

3. Document the Services environment and resolve or mitigate identified issues and risks.

4. For Services, implement and maintain Admin Division of Information Security (DIS) information security standards and practices as required in the Contract and defined in the Service Management Manual (SMM).

5. Evolve the current environment to improve performance and efficiency and take advantage of next-generation technologies to decrease costs to Admin.

The Service Provider shall be responsible for all activities necessary to ensure Services are performed in accordance with all standards and processes contained in the Contract, the Service Levels in Exhibit 3.1 (Service Level and Deliverable Matrix), and the SMM.

Service Provider shall integrate and fully cooperate with Admin and all other Service Components as required for smooth and efficient operation during the development, implementation, and execution of its service management processes to ensure consistency and integration across all Service Providers. Service Provider shall work together with Admin and other Service Component Providers to deliver integrated Services.

Operating Model Admin has in-house retained teams and contracts with multiple service providers to deliver services to Admin Authorized Users. Together, the retained and contracted services are integrated into a common service delivery model governed by Admin’s South Carolina Enterprise Information System Service Integration (SCEIS SI) group. SCEIS SI provides the systems, process leadership, and service delivery oversight necessary to ensure consistent, quality service delivery. Figure 1 - Admin SCEIS Operating Model below depicts the relationships between Service Components, SCEIS SI, and Admin SCEIS Governance.

Figure 1 - Admin SCEIS Operating Model Key groups within the SCEIS Operating Model include:

1. SCEIS Service Integration - Connects the Business Owner’s demands to the overall SCEIS architecture and business operations and provides the service desk as the primary SCEIS Consumer support touchpoint. Furthermore, this group establishes the common way SCEIS will operate with the SCEIS IT Service Management tools and processes. Last, this group leads the delivery of SCEIS services.

a. Enterprise architecture – Includes enterprise architecture and standards, data model, functional policies, and integration architecture. This group also works with the SCEIS business operations to ensure solutions adhere to the target enterprise architecture.

b. SCEIS business operations - Includes planning and program management, demand management, business relationship management (BRM), including business owner group (BOG) management including solutions, projects, reporting, and enterprise PMO.

c. Service Catalog and Level 1 Service Desk – Provides the single point of contact for Authorized Users regarding electronic service catalog requests and Incidents as well as first-level Service Desk contact management (Level 1 Support) handling calls and emails, and routing tickets to Level 2 or Level 3 Support teams.

d. IT Service Management (Admin ITSM) – provides the ITSM Platform and configurations to support ticket routing, change and release management, CMDB management, and ITSM reporting. Article 4 Service Management of this document contains specific cross-functional requirements that the Service Provider must meet to perform the requested. These cross-functional requirements enable all Service Components to work in a common way to serve SCEIS business owners and Consumers.

e. Business owner – The business owners define business requirements, provide master data creation and maintenance, provide user community business support, and participate in setting priorities and critical functional decisions. The business owners are divided into five groups: human capital management (HCM), finance, treasury, logistics, and procurement.

f. SCEIS delivery has two roles, 1) provides the functional representation required to support the Business Owners and SAP/ERP functional domains, including logistics, human capital management (HCM), finance (FI), Treasury, , procurement, and data and analytics, and 2) provide service delivery management to support cross-SCP delivery activities and resolve delivery issues that span the SAP RISE services and SAP Application Services.

2. Service Components leverage the SCEIS Service Integration direction and capabilities to provide best-of-breed services operating in a common way. The service components are provided by the retained and contracted services.

a. SAP RISE Services provide SAP hosting, BASIS, and HANA Database services.

b. Retained and contracted services provide SAP and other ERP services, each aimed at deploying, supporting, and improving assigned responsibilities. For example, SAP Application Services provides SAP S/4 migration services, optional SAP Application Services, and interfaces with the SAP RISE service to initiate and manage SAP RISE services and other Third Parties.

3. SCEIS information security is managed overall by the SCEIS retained Information Security Operations team with each Service Component being responsible for specific security activities within their control. Information Security requests related to SAP services will be initiated and managed by the SCEIS Information Security Operations team.

4. Admin SCEIS Governance provides executive, strategic, and operational governance for the SCEIS service as set forth in Exhibit 1.2 (Governance Model).

Common Services Common services apply to all sections of this Statement of Work. The Service Provider shall, at a minimum:

1. Adhere to and perform the service management requirements contained in this Exhibit 2.1 (SCEIS Modernization Services Statement of Work) and as defined in the Service Management Manual (SMM).

2. Ensure confidentiality, integrity, privacy, and authenticity of Admin Data and Admin Personal Data in accordance with the Contract.

Key Personnel Positions To foster a mutually supportive and collaborative environment in which the Services are provided in an effective manner that drives value to Admin, the Parties will jointly review Key Personnel, including the Service Provider Account Director. Key Personnel are listed and maintained in Exhibit 2.3 (Key Personnel) and include the following:

1. Account Director with overall contract, financial, and service delivery accountability for the Contract. This position shall have decision-making authority for all aspects of the Contract. The Account Director shall be dedicated full-time to the Admin account and shall not be leveraged to other accounts.

2. Security Lead with overall accountability for application level security policies, procedures, planning, evaluation, and technology.

3. Financial Director with overall accountability for all invoicing, billing disputes, pricing, and financial reporting under the Contract.

4. Migration and Transition Director with overall accountability for delivery of the migration projects and the transition phase. This individual is responsible from the Effective Date, through successful Transition milestone completion and Admin Acceptance of all Transition Deliverables. The Migration and Transition Director shall be dedicated full-time to the Admin account and shall not be leveraged to other accounts.

5. Service Delivery Director (if optional services elected) with overall accountability for delivery of the Service Provider’s services during the on-going operational period. The Service Delivery Director shall be dedicated full-time to the Admin account and shall not be leveraged to other accounts.

6. Technical Lead with overall accountability for the in-scope Applications as well as Service and technical performance and integrations. This role will act as a technical lead and be responsible for working with Admin, business owners, business operations, service management, SCPs, and Consumers. The Technical Lead shall be dedicated full-time to the Admin account and shall not be leveraged to other accounts.

Location of Services

1. The Service Provider must provide Services Onshore. Services shall be performed by Service Provider Personnel at Admin Facilities, Service Provider Facilities, or at Admin-approved remote locations Onshore. For Service Provider Personnel providing Services at all locations, Service Provider shall provide endpoint computing devices (e.g., laptops) and connect to the Admin applications and resources using Admins’ virtual desktop solution or other admin-approved methods.

2. Service Provider endpoint computing devices shall conform to Service Provider’s information security standards that are suitable for work performed hereunder and meet the requirements of the Contract. Prior to actual use and access to Admin systems, Service Provider shall provide Admin with written attestation from the Service Provider’s Chief Information Security Officer (CISO) that the Service Provider-issued and managed endpoint computing devices comply with Admin Rules. Service Provider-issued and managed endpoint computing devices must utilize the Admin-provided virtual desktop interface when interacting with Admin systems to ensure that Admin Data remains at all times within the United States of America.

3. Unless otherwise approved by Admin in writing, Admin Data may not be received, stored, processed, or disposed in any way via information technology systems located Offshore. Confidential Information and Admin Personal Data shall not be viewed outside the United States of America without prior Admin written approval and with sufficient data masking and de-identification protections that align with the Contract.

Operating with Other Service Components and Admin

1. Admin holds other contracts for additional or related work for the Admin SCPs, platforms, and customer-specific projects and services. The Service Provider must fully cooperate with Admin and all other Admin SCPs as may be required for the smooth and efficient operation of all related or additional work arising from this Exhibit. The Service Provider may not act in any way that may unreasonably interfere with the work of any other Admin participant or Admin employees. Additionally, the Service Provider must include the obligations of this provision in all its contracts with its Subcontractors that work on any Project or Service arising from this Exhibit.

2. Mutually supportive relationships among Admin Service Components, in addition to relationships with Admin, are required to deliver a seamless and well managed SCEIS services.

3. The Service Provider will cooperate with Admin in its attempts at transferring, replacing, or augmenting the services responsibilities to another provider in a manner in keeping with not adversely affecting the provision of ongoing services and other projects being performed concurrent with this Service.

4. Admin expects that there may be occasions where an SCP’s responsibility may need to be revised to support the overall success of the program and ensure service continuity. Admin therefore retains the sole right to remove and/or reassign a portion of a SCP’s scope as necessary. There may also be an occasion where Admin may ask that a SCP absorb work related to their scope of Services in an effort to provide continuity of service to the program where a gap may be discovered or a change for the betterment of the program may be needed. Should either of these actions be needed, Service Provider will work with Admin in good faith to execute those changes through the appropriate contract change request process. It is Admin’s intent that the Service Provider will perform Services within the SCEIS program such that all actions support success of the program and prevent negative outcomes for Consumers as may be anticipated and prevented by the Service Provider.

Quality Assurance

1. The Service Provider shall be responsible for adhering to quality assurance processes and procedures developed by Admin. Service Provider shall provide documentation related to its approach for ensuring continuous quality assurance processes and procedures for the delivery of Services, including:

a. Confirming compliance with agreed upon quality assurance procedures;

b. Conducting quality and progress reviews with appropriate Admin personnel;

c. Supporting Admin with developing and publishing a quality assurance/quality control (QA/QC) manual;

d. Verifying compliance with the published QA/QC manual;

e. Maintaining service equipment and software quality consistent with its obligations; and

f. Documenting and implementing process improvement, including identifying industry leading practices.

2. Service Provider shall develop and implement Quality Assurance and internal control (e.g., financial and accounting controls, organizational controls, input/output controls, system modification controls, processing controls, system design controls and access controls) processes and procedures, including implementing tools and methodologies, to perform the Services in an accurate and timely manner (and confirm that they are so performed and accounted for) in accordance with (1) the Service Levels and other requirements of this Contract, (2) Generally Accepted Accounting Principles (US GAAP) to the extent necessary for Service Provider to make its public filings with the Securities and Exchange Commission, (3) accepted industry standards of first tier providers of services that are the same as or similar to the Services, (4) the Laws applicable to Admin (without limiting the obligations of the Parties under Section 11.9 Compliance with Laws of Exhibit 1.4 (General Provisions), and (5) industry standards (e.g., QS 9000, ISO 9001/2000, ISO 14000, ISO 17799/2005, ISO 27001/2005, ISO 27002/2005) applicable to Admin and the performance of the Services to the extent described in Section 7.3.3 Industry Standards, Certifications and Compliance of Exhibit 1.4 (General Provisions). Such processes, procedures and controls shall include verification, checkpoint reviews, testing, acceptance, and other procedures for Admin to assure the quality and timeliness of Service Provider’s performance. Without limiting the generality of the foregoing, Service Provider shall:

a. Maintain a strong control environment in day-to-day operations to assure that the following fundamental control objectives are met:

i. Financial, billing, and operational information is valid, timely, complete, and accurate;

ii. Operations are performed efficiently and achieve effective results, consistent with the requirements of this Contract;

iii. Assets and data are safeguarded in accordance with Service Provider’s own internal (and in all events reasonable) practices (but without expanding Service Provider’s obligations under Exhibit 1.4 (General Provisions), Section 9.2.2 Safeguarding of Admin Data; and

iv. Actions and decisions of the organization are in compliance with Laws (without limiting the obligation of the Parties under Exhibit 1.4 (General Provisions), Section 7.3.3 Industry Standards, Certifications, and Compliance and the terms of this Contract.

b. Build the following basic control activities into work processes:

i. Accountability clearly defined and understood;

ii. Access properly controlled;

iii. Adequate supervision;

iv. Transactions properly authorized;

v. Transactions properly recorded;

vi. Transactions recorded in proper accounting period;

vii. Policies, procedures, and responsibilities documented;

viii. Adequate training and education; and

ix. Adequate separation of duties.

c. Perform periodic control self-assessments with respect to all Services as necessary to ensure compliance.

d. Maintain an internal audit function to sufficiently monitor the processes, internal controls, and Systems used to provide the Services (e.g., perform audits, track control measures, communicate status to management, drive corrective action, etc.) and provide copies of any such internal audit reports to Admin upon request.

e. Conduct investigations of suspected fraudulent activities within Service Provider’s organization that impact or reasonably could be expected to impact Admin. Service Provider shall promptly notify Admin of any such suspected fraudulent activity and a reasonable summary of the results of any such investigation as they relate to Admin and such supplemental materials as Admin may reasonably request. At Service Provider’s request, Admin shall provide reasonable assistance to Service Provider in connection with any such investigation.

3. Service Provider shall submit such processes, procedures, and controls to Admin for its review, comment, and approval as part of the SMM process and shall use commercially reasonable efforts to finalize such processes, procedures, and controls and obtain Admin's final approval on or before the established due date. Upon Admin's approval, such processes and procedures shall be included in the SMM. Prior to the approval of such processes and procedures by Admin, Service Provider shall adhere strictly to Admin's then-current policies, procedures, and controls. No failure or inability of the quality assurance procedures to disclose any errors or problems with the Services shall excuse Service Provider’s failure to comply with the Service Levels and other terms of this Contract.

Technology Planning The Service Provider shall support Admin in the administration, implementation, optimization, and support of the use of the service and service elements, inclusive of all hardware, products, services, devices, tools, operational processes, and emerging standards to support Admin’s position with respect to high performance, high quality, and high availability (to the extent contained and as applicable to the work in this Exhibit) services provided by the Service Provider in the performance of the Services and pursuant to Exhibit 1.4 (General Provisions), Section 7.6 Software Currency.

Technology Plan and Roadmap The Service Provider shall, at a minimum:

1. Support Admin in a written annual review of a multi-year service roadmap, including all projects, optimization, and transformation initiatives.

a. This review shall highlight related Admin change initiatives and identified opportunities supporting Admin.

b. The Annual Technology Plan and Roadmap is an annual Deliverable and requires quarterly updates.

2. Implement the optimization and technology improvements identified in the plan and approved by Admin.

Technology Planning Process The Service Provider shall adhere to the Admin process and ongoing program management for the establishment, currency, tracking, and publishing of a Technology Plan that incorporates input from Admin and SCPs and aligns with the governance processes. The content of the plan and frequency of the Deliverable is included in Exhibit 3.1 (Service Level and Deliverable Matrix).

Technology Adoption and Alignment For Service Provider Services, the Service Provider shall provide information in the format required by Admin to:

1. Develop and structure the plan to coordinate the aggregation of technical planning information from Admin and Service Components as directed by Admin and include an implementation roadmap, consistent with Admin’s business roadmap, with estimated timing in alignment with the Technology Plan; and

2. Provide linkage with technology currency requirements that align with technology refresh plans (e.g., software version migrations) and include input from Admin to identify candidates and requirements for the deployment of new technology or the automation of tasks associated with the Services and/or Admin’s business processes.

Technology Standards The Service Provider shall, at a minimum:

1. Research and recommend standard products to Admin for adoption into the program.

2. Publish and make available the description of Services and offerings by Service Provider that are in use on a quarterly basis.

3. Publish and make available the description of standard products to Authorized Users as requested by Admin.

4. Provide standards for supporting open-source software.

5. Make the description of approved Services and offerings available on the SCEIS Portal.

6. Align the approved Services and offerings list with Admin’s strategic direction and technical architecture.

7. Provide mechanisms and processes to capture feedback and business needs from Admin to potential changes required in approved Services and offerings.

Annual Review of Service Roadmap The Service Provider shall, at a minimum:

1. In conjunction with regularly scheduled operational meetings with Admin and in driving Technology Evolution requirements of the Contract, at least annually, sponsor a meeting to review recent or anticipated industry trends, emerging technologies, technology advancements, alternative processing approaches, new tools, methodologies, or business processes (collectively “best practices”) that, at Admin’s choosing, could optimize the cost, efficiency, applications development and maintenance, compute, storage, and networking capacity, or otherwise drive efficiencies for both Admin and the Service Provider.

2. Throughout the Term, Service Provider shall:

a. Identify and apply best practice techniques, methods, and technologies in the performance of the Services.

b. Train Service Provider Personnel in the use of new techniques, methods, and technologies that are in general use within Service Provider’s organization and the IT and business consulting industries.

c. Make necessary investments to keep and maintain the Software and other assets used to deliver the Services at the level of currency defined in Exhibit 4.2 (Financial Responsibility Matrix).

Technology Refresh Planning Technology refresh and technical currency services are the activities that ensure software Upgrades and replacements occur as required to meet business needs, prevent technological obsolescence or failure, accommodate volume changes, increase efficiency, lower costs and/or the need to maintain the required Third-Party Vendor support.

The Service Provider shall, at a minimum:

1. Work with Admin to ensure refresh planning is consistently done and in compliance with processes outlined in the SMM for all Service Provider supported applications, systems, and supporting infrastructure.

2. Develop a Refresh Plan for all applications and systems, and support Admin on refresh plans for supporting equipment (also referred to as assets in this section), including:

a. Within one-hundred and twenty (120) days prior to Service Providers annual technology planning process meetings, develop and submit to Admin for approval, a rolling refresh plan based on the asset inventory of Applications and Systems requirements, historical trends, lifecycle standards, and industry best practices.

b. Provide multiple asset refresh options (e.g., Three-year, Four-Year), which may vary by Applications and Systems and as defined by SMM.

c. Provide meaningful capacity input to the refresh plan to ensure refresh and technical currency is maintained that includes, but is not limited to:

i. A table that identifies the current version and end-of-life of the current version, if known, of all products that are supporting the Services.

ii. Release schedules for the upcoming year and recommendations for any Upgrades that should be considered for the upcoming year.

iii. Any recommendations for planned Upgrades, replacements, or new technologies.

d. Service Provider and Admin will consider the usability of the Applications, Systems, and Equipment and review alternatives to replace, re-lease, consolidate, or retain the assets. Based on the results of this review, Service Provider will deliver the initial recommendations regarding such assets to Admin within thirty (30) days after the review.

e. For Service Provider-owned assets, Service Provider and Admin will mutually determine whether Service Provider will replace an asset and the appropriate replacement date.

f. If Applications or Software Changes are required due to replacement of assets, Service Provider, in consultation with Admin, will review alternatives for making changes to such Applications or Software.

g. Where the Service Provider is financially responsible for Applications, Systems, and Equipment used, such replacement of the assets will be at Service Provider's expense if the replacement is required to facilitate achievement of the agreed upon Service Levels or because the asset is obsolete (i.e., replacement parts cannot be acquired, or the asset has become unserviceable).

h. For Admin-owned and leased assets, based on the planning process outcome and direction established by Admin, Service Provider will provide a proposal for refresh of those assets (replacement at Admin's expense) to Admin.

3. Develop recommendations for innovation and improvement of Applications, Systems, and Equipment in the environment, generate periodic reports on improvement opportunities, and implement improvement opportunities as requested by Admin.

Intentionally Left Blank Service Management Service Management Systems Admin SCEIS bases its service management practices on the Information Technology Infrastructure Library (ITIL) framework, which focuses on the service management lifecycle and the linkages between service management components. Generally, the Service Provider shall be responsible for using Admin SCEIS provided service management systems and complying with the ITIL framework in cooperation with and as established by the Admin SCEIS Service Management function and documented in the Service Management Manual (SMM). The service management functional capabilities and high-level responsibilities for providing the platform and processes to support the capability (tools), providing the staffing to support the capability operations (operate), ensuring the capability is performing in accordance with targets (manage), and the responsibilities to approve policies, and manage SCEIS-program level service management decisions (govern), are outlined below.

Table 1 - Service Management Capabilities

(tools may change) Provide Tool (provide Systems and Processes) Operate (provide staffing and perform a role) Manage (oversee and ensure performance) Govern (approve policies, manage program-level decisions)

Learning Management System (LMS) - Deliver, administer, track and report on the delivery of electronic educational training.

SCEIS Portal - MS Teams and SharePoint

LMS - SuccessFactors

SCEIS ServiceNow ticket tracking & knowledge base

SAP NS2 ticketing system

SAP RISE

Software License Compliance System – Track COTS compliance position to ensure compliance with software agreements and reduce operating risk in the environment.

Service Provider Admin SCEIS

Service Provider Admin SCEIS

Service Provider Admin SCEIS

SCEIS

Admin

SCEIS

Admin

SCEIS

Admin SCEIS

Process Documentation and Execution All documentation maintained by the Service Provider shall be subject to approval by Admin and shall conform to the documentation standards and format provided by the Admin SCEIS Service Management function and agreed upon between Admin and the Service Provider. The Service Provider shall develop documentation in accordance with the requirements in Exhibit 1.3 (Service Management Manual).

The Service Provider shall, at a minimum:

1. Maintain current and accurate operations documentation related to the Services for currency and accuracy in the SMM.

a. Align Systems documentation to architectural standards.

b. Provide authorized Admin personnel access to architecture and design documentation for Systems and services managed by Service Provider.

2. Develop and maintain documentation on all operations procedures, Services, Equipment, and Software that Service Provider is responsible for according to the standard SMM format to ensure all the individual components that make up the required Services are managed in an end-to-end manner.

3. Provide documentation in an electronic format provided by the Admin SCEIS Service Management function and agreed upon between Admin and the Service Provider.

4. Validate documentation at least annually for completeness and accuracy, and verify that all documentation is present, organized, readable, and updated in accordance with the agreed-upon schedule.

5. Participate in the reporting of validation findings to Admin on a regular basis, and where it is determined that documentation is inaccurate (e.g., erroneous or out of date), correct and replace such documentation.

6. Update the SMM according to the schedule described for the Deliverables in Exhibit 3.1 (Service Level and Deliverable Matrix).

7. Deploy any necessary processes, procedures, and controls to provide effective end-to-end management, monitoring, and reporting of the Services.

8. Deploy and integrate any tools and systems as required to enable such processes, procedures, and controls.

9. Implement change and configuration management for Systems, services, and components managed by Service Provider, as documented in the SMM.

10. Adhere to processes based on ITIL guidance to ensure consistent management of IT services seamlessly across the Admin SCEIS Service Management function and among SCPs.

Training and Education The Service Provider shall, at a minimum:

1. Support Admin as appropriate to ensure the proper training on service management systems and other tools, including the supporting processes, for Service Provider Personnel and other SCPs that interact with the Service Provider tools, processes, and SMMs.

2. Develop applicable training content and coordinate with Admin to load to the Admin-approved learning management system (LMS) and provide ongoing management and refresh of content.

3. Customize such applicable Service Provider training to be specific to the Authorized Users for the Services within the Admin environment.

4. Create and maintain training material for Service Provider Personnel that includes at least the following information:

a. Services provided;

b. Value of Services to Admin;

c. Financial structure of Charges;

d. Overview of Admin; Admin Security Policies;

e. Orientation to all applicable laws and regulations (e.g., HIPAA);

f. The location of document stores; and

g. The structure and location of the SMM.

5. Verify that all Service Provider Personnel interacting with Admin have reviewed the minimum set of documentation as defined by the Service Provider for operational readiness in accordance with the Transition Plan.

6. Upon request, Service Provider shall provide such documentation and training to Admin as specified by Admin.

Portal The Service Provider must leverage the SCEIS Portal to provide integrated SCEIS team communications and reporting. Reporting functions and specific operational reports are defined in Exhibit 3.0 (Performance Model) and Exhibit 3.3 (Reports).

The Service Provider shall, at a minimum:

1. Provide the reports and communication content to be posted to the SCEIS Portal and post as approved by Admin.

2. Provide reports and communication content in the format and standards required of the Admin SCEIS Service Management function.

Service Catalog Management The Admin SCEIS Service Management function provides the Service Catalog tool for Admin Authorized Users to request Services from the Service Provider and SAP RISE.

The Service Provider shall, at a minimum:

1. Provide Service Catalog specifications and coordinate with the Admin SCEIS Service Management function to validate the integration of Service Provider Services, and SAP RISE services, into the Service Catalog.

2. Support the Admin SCEIS Service Management function to categorize and normalize Service Catalog content.

3. Support the Admin SCEIS Service Management function to determine the approval authority required to obtain the Service.

4. Support the Admin SCEIS Service Management function to document Service descriptions and dependencies.

5. Report to Admin on at least a quarterly basis with metrics and trending on standard requests that should be converted to specific target-defined Service Requests.

6. Participate in regular communications with Admin on updates to the Service Catalog.

7. Respond to Service Catalog requests in accordance with defined processes and Service Level Agreements (SLAs).

IT Service Desk Service Provider shall be responsible for responding to Incidents or Service Requests logged by Authorized Users with the Admin-provided Level 1 SCEIS Service Desk (Service Desk), in compliance with policies and procedures set forth in the SMM.

The Service Desk shall be the single point of contact for Authorized Users regarding Incidents, which include events that cause or may cause an interruption or reduction of service, as well as for requests for information and requests for services relating to all Admin SCEIS services. The Service Provider shall be responsible for providing Level 2 Support and Level 3 Support for Services using SCEIS Admin ITSM system, and SAP RISE ITSM system. The Admin Service Desk performs the following functions: take ownership for each ticket submitted by the Authorized Users; provide Level 1 Support, categorize tickets, assign tickets not resolved at Level 1 to the Service Provider to perform Level 2 Support or Level 3 Support for Services.

The Service Provider shall, at a minimum:

1. Actively participate with the Service Desk in defining Service Desk policies, processes, and procedures, as approved by Admin, to set the objectives, scope, and principles that ensure the success of the Service Desk.

2. Integrate Service Provider’s service processes with the Service Desk processes, Admin, and authorized Third Party Vendor(s), where the processes interact.

3. Communicate and coordinate the Service Desk processes and policies within Service Provider’s own organization and Admin.

4. Provide effective and agreed-upon mechanisms for properly complying with the Service Desk policies.

5. Manage all Service Provider assigned Incidents, Service Requests, etc., from Authorized Users relating to Services, including but not limited to:

a. Assign categorization and prioritization codes.

b. Communicate with Authorized Users, keeping them informed of progress, notifying them of impending actions, obtaining appropriate agreement, and in all ways engaging and communicating with them about Service Provider activities.

c. Ensure Incidents and Service Requests are assigned and routed to the correct work queue in all situations regardless of whether the Incidents or Service Requests are manually or automatically assigned and routed.

d. Close all resolved Incidents, Service Requests, Changes, and other contacts.

6. Develop and document processes regarding interfaces, interaction, and responsibilities between Level 1 Support personnel, Level 2 Support personnel, Level 3 Support personnel, SAP RISE services, and any other internal or external persons or entities that may either submit an Incident or receive an Incident, Request or Change.

7. Directly utilize the SCEIS Admin ITSM system provided by the Service Desk and integrate with the Service Desk, including the use of tools, technology, processes, and procedures.

8. Establish the processes, procedures and capabilities to integrate the SCEIS Admin ITSM system with the SAP RISE ITSM system and execute a systematic or manual interface between the two ITSM systems.

9. Create the appropriate SAP RISE Incident, Request, Change or other ticket type within SAP RISE ticking system to initiate and manage the required SAP RISE service.

10. Track the completion of the requested SAP RISE tickets, validate that the expected results were received and update any corresponding tickets within the SCEIS Admin ITSM system.

11. Analyze Incident trends and recommend and implement actions, with Admin approval, to reduce Incidents or shift Incident Resolution from Level 3 to 2 or Level 2 to 1 (also known as “shift-left”).

12. Provide on-line FAQs and help documentation for common problems.

13. Provide the Service Desk with information necessary to keep Authorized Users regularly updated with alerts advising of any new or changed information.

Intentionally Left Blank Incident Management The Service Provider shall, at a minimum:

1. Provide Incident Management services in the form of Level 2 Support and Level 3 Support. Incident Management is separate and distinct from Incident Security management described in Article 5 Information Security Management.

2. Utilize the SCEIS Admin ITSM system provided by Admin, and SAP RISE ITSM system for all information related to an Incident.

3. Provide knowledge capture and transfer regarding Incident resolution procedures to support the objective of increasing the number of Incidents capable of being resolved by Level 1 Support.

4. Coordinate with the Admin SCEIS service management function to develop and approve Service Provider-related Incident Management content in the SMM.

5. Provide training to Service Provider Personnel and other relevant resources involved with responding to Incidents, on processes and tools for Incidents and escalations.

6. Resolve Incidents in accordance with the SMM, knowledge database documents, and configuration database(s).

7. As needed, refer Incidents to the appropriate third-party entity for resolution and coordinate with the third-party service or service provider as appropriate to help minimize the Admin role in Incident management.

8. Escalate Incidents in accordance with the SMM, knowledge database documents, and configuration database(s).

9. Update the progress of an Incident’s resolution within the tracking systems…