Software Support Services Proposal ^C^ l\3'~>^>i O \~]k IBM

IBM Support Services

1. Scope of Service
IBM will provide Services (called "Services") to assist the Customer (identified under "Customer
Name" below) with the operation, as defined in this Statement of Work (called "SOW") for the
contract period specified in the Schedule (called "Contract Period").

IBM specifies the details of Customer's order (including the Services, options, Contract Period
Customer selects, and the Customer's charges) in the Schedule for Services (called "Schedule")
which is executed in conjunction with this SOW.
The scope of work provided to customer is mentioned under section - IBM responsibilities

2. Definitions
Is 9:00 a.m. to 6:00 p.m. in the local time zone, Monday through Friday,
Prime Shift
(Excluding national holidays)

Full Shift Is 24 hours a day, seven days a week, including national holidays

Off Shift Is all hours outside of Prime Shift.

Is the elapsed time between receipt of a submission to IBM Support, and the
Response Time
acknowledgment and initial disposition of the submission
Is a problem which means you are unable to use the program and for which you have
Severity 1
no known work around, resulting in a critical disruption to business operations.

Is a significant business impact, which means the program is usable but is severely
Severity 2
limited.

Is some business impact, which means the program is usable with less significant
Severity 3
features.

Is a minimal business impact, which means the problem causes little impact on
Severity 4
operations or that a reasonable circumvention to the problem has been implemented

3. General Assumptions
The Services are based on the following general assumptions:

1.This Service only covers the Services activities outlined in this SOW. The Scope of Services does not
cover any fresh software implementation, customization, application development, data
handling/conversion, data recovery, user acceptance tests, or product exploitation; other than
stated in this SOW.
2.The Services provided under this SOW do not cover defects arising from or relating to customers'
hosts, firewalls, and other security tools/devices, network infrastructures, third party software/code
or telecommunication service providers.
3.All problems are to be reported as per the call logging process.
4.The Services provided under this SOW do not cover the resolution of the Customer's application
related problems, application program debugging and application testing.

IBM - Software Support Services

Software Support Services Proposal[BM

5.This Service may necessitate the requirement to interrupt normal operating activities as necessary
to permit the delivery of this Service.
6.IBM reserves the right to appoint any sub-contractors to deliver / support the services offered.
7.IBM will not be responsible for any loss of data and recovery of same.
8.When any of the Services performed by IBM under this SOW includes the use by IBM or its
subcontractors of any premises, hardware, software and other items provided by the Customer, the
Customer warrants that:
•It has all necessary permissions, express or otherwise, to enable such premises to be altered and
such items to be moved, used, copied or distributed during the course of this SOW without
infringing any third party rights;
•IBM will not be infringing the rights of any third party in performing the Services identified in this

SOW; and
•The disclosure or use of such items during the course of this SOW will not involve breach of any
confidential or contractual obligations.
The Customer agrees to indemnify IBM against all claims, proceedings, liabilities, costs or damages
arising from any infringement of such rights or disclosure or use of such items.

If any assumption changes or becomes invalid, the Charges, Contract Period, service option details
listed or other terms in the Schedule may be changed with a revised Schedule.

4. IBM Responsibilities
IBM will help the Customer perform the following activities under this Service;

1.Provide IBM Support Services for AIX

IBM will provide on call onsite support for following activities.

•Shut Down
•Mock Drills
•Full Fledged Drills
•Zoning
•Problem Management.

2.Provide IBM Support Services TSM

IBM will help the Customer perform the following activities under this Service:

Problem Management
•Resolve problems on the Products specified in "Schedule of Services" which are reported

under this Service.

•First level of support will be provided through phone / email. Based on criticality of the
problem, IBM will decide whether onsite visit is required or not. Onsite support if required
will be provided as mentioned in service coverage section in "Schedule of Services".

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•Interface with the Remote Support Service Center personnel to understand the status of
reported problems and perform necessary remote / on-site product support activities as a
continuation for problem resolution process.

Problem resolution and prevention

•Troubleshooting
•Define the problem and identify problem resources.
•Assist Customer in resolving the problem.
•Problem Logs Collection
•Assist Customer to prepare problem logs /dumps / traces where necessary.
•Problem Escalation
•Escalate the problem to higher levels of IBM support if it cannot be resolved locally.
•Update Customer on the status of the escalated problem.
•Assist Customer on activities or actions recommended.
•Software Fixes Application
•Apply software fixes that IBM has recommended to resolve the problem upon
agreement with the Customer.
•Problem Resolution
•Inform the Customer about proven problem resolution methodology pertaining to
IBM interim fixes/PTFs strategy and IBM PD/PSI (Problem Determination / Problem
Source Identification) approach

Proactive Support
•Review with the customer on the currency of software subscription, support and advise
renewal if any required in the next quarter.
•Visit proactively to perform health check and review logs as per the frequency mentioned in
the "Schedule of Services".

3. Response Criteria:
IBM India Pvt. Ltd will use commercially reasonable efforts to respond to Service calls from your
Authorized Callers within four hours for Severity 1 calls and within 4 business hours for Severity 2
calls. For Severity 3 and 4 calls response time will be by end of next business day. Our initial
response may result in resolution of your request or it will form the basis for determining what
additional actions may be required to achieve technical resolution of your request.

IBM - Software Support Services

Software Support Services ProposalIBM

5.Customer Responsibilities
The responsibilities listed in this section are to be provided at no charge to IBM. IBM's performance
is predicated upon the following responsibilities being fulfilled by the Customer. If these
responsibilities are not met, there may be schedule and cost impact that will be managed through
Services Change Control Procedure:

The Customer agrees to:

•Prior to start of services, appoint a Problem coordinator who serves as the first level contact with

IBM and:
•Provide all information required for the IBM specialist to carry out Support as per the scope defined

in this SOW.
•Participate in the discussion & understand the findings, escalations & suggestions (If any) with IBM

Specialist.
•Will coordinate with the IBM technical resources to perform initial problem determination and
resolutions for major problems, and to collect the necessary logs as advised by IBM.
•Coordinate with the different internal groups in the Customer and external sub-contractors to aid
achievement of problem resolution. Identify mutual dependencies, manage/resolve issues and
escalate critical issues impacting the activities for resolution within the Customer's organization as

necessary.
•Provide IBM with all relevant and available diagnostic information (including product or system
information) pertaining to problems the Customer request assistance with.
•Provide IBM with immediate access to the computer hardware and software when IBM staff visits
the Customer's premises. The Customer will remain responsible for adequately protecting the
system and all data contained therein whenever IBM access it with the Customer's permission.
Furthermore, the Customer will also allocate a secure and adequate working environment on-site
required for the performance of such services.
•Authorize IBM to install any software revisions or software patches to the System, which are
required under this SOW. The Customer further agrees to allocate the appropriate time for such

installations.

6.Project Completion Criteria

IBM will have fulfilled its obligations under this SOW when any of the following occurs first:

•This SOW is terminated pursuant to the provisions of the Agreement.

•IBM has completed all its responsibilities specified under section 4.

IBM - Software Support Services

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7.Changes
Customer may request a change to Customer's Services by providing at least one month's written
notice. IBM will confirm the accepted changes in a revised "Summary of Services" with any
applicable adjustment in charges.

8.Contract Period
lYear

9.Termination
In the event of termination of this SOW as per the terms of the Agreement, Customer shall pay IBM
complete charges and any expenses/charges IBM incurs due to early termination.

10.Charges
The Services charges are calculated taking into account your Selected Service Coverage selections
and are provided in "Schedule of Services".

The following Payment Terms applies to the Customer for this Service:

1.All commercial prices are quoted in Indian Rupees

2.All commercial prices are exclusive of any type of taxes & will be charged extra
3.Billing and Payment terms will be as mentioned in "Schedule of Services"
4.Prices are valid for 07 days from date of release of this quotation.

IBM - Software Support Services

Software Support Services Proposal IBM

11. Required Consents

Customer is responsible for promptly obtaining and providing to IBM all Required Consents
necessary for IBM to provide the Services described in this Statement of Work. A Required Consent
means any consents or approvals required to give IBM and its subcontractors the right or license to
access, use and/or modify (including creating derivative works) the hardware, software, firmware
and other products Customer uses, without infringing the ownership or license rights (including
patent and copyright) of the providers or owners of such products. Customer will indemnify, defend
and hold IBM, our majority-owned subsidiaries and subcontractors, harmless from and against any
and all claims, losses, liabilities and damages (including reasonable attorneys' fees and costs)
directly arising from or in connection with any claims (including patent and copyright infringement)
made against IBM, alleged to have occurred as a result of Customer's failure to provide any
Required Consents to IBM. IBM will be relieved of the performance of any obligations that may be
affected by Customer's failure to promptly provide any Required Consents to IBM.

THE CUSTOMER ACKNOWLEDGES THAT THE CUSTOMER HAS READ THIS SOW AND ITS) /
SUPPLEMENT(S)/ APPENDIX(S), UNDERSTANDS THEM, AND AGREES TO BE BOUND BY THE TERMS
AND CONDITIONS THEREOF. FURTHER THE CUSTOMER AGREES THAT THE IBM CUSTOMER
AGREEMENT AND, THIS SOW , SUPPLEMENT/^), APPENDIX(S) AND AMENDMENTS REFERENCING
THIS SOW , WILL BE THE COMPLETE AND EXCLUSIVE AGREEMENT BETWEEN THE PARTIES,
SUPERSEDING ALL PROPOSALS OR PRIOR AGREEMENTS, ORAL OR WRITTEN, AND ALL OTHER
COMMUNICATIONS BETWEEN THE PARTIES RELATING TO THE SUBJECT MATTER OF THIS SOW

For Saraswat Bank For IBM India Pvt. Ltd.

Signature: Signature:

For THE SARASWW CO.QP. BANK LTD.

Name: • •4?^^Ve'Br!'TT * Name:

Designation: ,, General Manager-JT ' Designation

IBM - Software Support Services

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Schedule of Services

Customer Name Saraswat Bank Ltd

Billing address 81 Madhushree, 3rd floor, Sector # 17,

Shipping Address Vashi, Navi Mumbai-400703

SOW Number UCI / SWS 0794 / 2019

Contract duration lYear

Payment terms Billing 100 % advance payment with 30 days

Contract Date l-Jan-19To31-Dec-20

The following summarizes the oncall onsite services to customer:

Product Price
Oncall onsite Support for AIX /TSM/WAS/MQ_Jotal 20 Visits INR 10,00,000/-

For Saraswat Bank Ltd For IBM India Pvt. Ltd.

Signature: Signature:

For THE SARASWAJ CO.QP. BANK LTD,

Name: - Js^^^5''*^^ ~
Name:
Designation: -f^Lad Varerkar Designation
1' General Manager-IT '

IBM - Software Support Services