1. Project Summary 3

2 May 2016

Contents

This Statement of Work ("SOW") incorporates by reference all of the terms and conditions of the Master Product and Services Agreement between Woodmen of the World Life Insurance Society (“WoodmenLife” or “Customer”) and TeleTech Holdings, Inc. and all of its subsidiaries (“TeleTech Technology” or “TSG”) effective July 23, 2004, and the Mutual Nondisclosure Agreement effective October 26, 2009. It also incorporates by reference all of the terms and conditions of this Maintenance Agreement Terms and Conditions (Enterprise) (“Terms and Conditions”) executed simultaneously by the parties hereto. In the event of a conflict between this SOW, the Terms and Conditions or the Maintenance Agreement Order Form(s), the Master Product, and Services Agreement and Mutual Nondisclosure Agreement shall control.

Appendix A: Project Summary TSG will perform a platform upgrade to Customer’s existing Standard Call Management System (CMS) release 16.3 Sun Server to a CMS release 18 on Customer provided VMware migrating over existing reporting information.

Appendix B: Implementation Summary

TSG/Banin & Avaya shall perform the following: (see Referenced Appendix A for provided Sample project details)

 Replace one (1) CMS Sun Server Release 16.3 to an R18 on a new Customer provided VMware platform.

o Assist or load CMS OVA file.

o Work with Customer to administer a CMS link between the new CMS server and the CM.

o Enable/test NTP and test DNS configurations in the CMS.

o Migrate system admin during regular business hours and support the customer in verification that data is successfully migrated (non-service affecting).

o Assist Customer to configure network backup for the CMS server to a customer provided server.

o Configure CMS alarming in the CMS.

 Provide the following services during Regular Overtime Hours:

o Migrate historical data for 1-4 ACD s to the new CMS server.

o Provide Technical Integration Services to perform the following:

. Upgrade IEX Real Time and Historical Interfaces

. Upgrade Network Printer Interfaces (Up to 10)

o Verify 66 custom reports.

o Provide CMS engineer (Banin) to compare the old and new database tables to verify that the data is successfully migrated.

Support the customer in verification that data is successfully migrated:

o The following tests can be completed following the migration of the System and ACD Admin data (Banin) and the loading of the Interfaces (Avaya) (-Freeze Period-): . Ping server with successful reply . CMS Supervisor client Logins test successful . Verify IEX-RTA feed shows running and connected . Verify Network File Share (NFS) Backup to disk

o The following tests can be completed following the migration of Historical data at time of cutover at which time the Banin Engineer deems data has been successfully transitioned to the new CMS: . Historical Reports: Agent-Summary Monthly; Split/Skill Monthly and Trunk/Trunk Group Summary Monthly, as well as, verify Designer Reports are accessible. . Real-time Reports: Trunk/Trunk Group Report (this test will be performed on a Monday morning when Contact Center is collecting Real-time data).

Customer specific assumptions and responsibilities:  The Call Management System application upgrade does not include support for migration of custom scripts and applications written or installed by the Customer and/or by other vendors or support for timetables or shortcuts that change agent’s skills. These are the responsibility of the Customer.

 Customer is responsible for performing a maintenance and full administrative backup prior to the Call Management System application upgrade. The backups are required to be performed within 48 hours prior to the Call Management System application upgrade.

 Access to the VMware server, including VMware credentials, is required to load the OVA file.

 The Network File Share (NFS) backup will direct the daily scheduled CMS full maintenance and the manual CMS ADM backups to a customer provided server via the customer's network. 100 GB is recommended.

 CMS functions that change agent skills may differ from earlier versions, therefore, timetables and shortcuts that change agent skills may need to be re-administered and will be the customer's responsibility.

 Due to potential corruption issues the new CMS should not be accessed by any one, without the concurrence of the TSG Professional Services engineer, until the CMS is released to the customer.

Appendix C: Resources

TSG shall provide the following skilled resources:

 Remote Project Manager

 Remote Field Engineer

 Remote Call Center Consultant

 Remote TSG Professional Services (Avaya)

Appendix D: General Implementation Services

TSG shall provide the following implementation services:

 Project management

 Implementation review meeting

 Regular status meetings (up to four (4) – ½ hour meetings)

 System programming

 Migration of data

 Testing

 System registration

 Remote First Day of Business Support

Appendix E: Implementation Sites

E.1. Site 1

Woodmen Tower

1700 Farnam Street

Omaha, NE 68102

Appendix F:Important Definitions

F.1. Normal Business Hours Normal Business Hours are between 8:00 am and 5:00 pm, local time, Monday through Friday, excluding TSG designated holidays.

F.2. Regular Overtime Hours Regular Overtime Hours are services beginning on or around 5:00 pm weekdays or before Noon on Saturday.

F.3. Premium Overtime Hours Premium Overtime Hours are services beginning after 7:00 pm weekdays, beginning after 12:00 pm on Saturday, or on Sundays and TSG designated Holidays.

F.4. Project Schedule The start date is estimated to start no earlier than May 9, 2016 and will be completed no later than July 18, 2016. The parties mutually agree the aforementioned dates are estimates and are only being provided for reference purposes. Any notable change to the agreed to dates as specified herein, will be evidenced by the use of a change order.

F.5. Change Control Either party may request changes to this Statement of Work at any time. Customer and TSG shall each designate a single point of contact for the authorization of project change requests. Since a change could affect the price, schedule, or other terms of the Agreement for this Statement of Work, both TSG and Customer must approve each change before amending this Statement of Work.

Appendix G: Project Manager Responsibilities

The project manager shall act as each party’s primary contact for project-related matters; and shall coordinate Customer and TSG personnel to plan, manage and deliver all services provided by this SOW. When applicable the Project Manager shall:

 Conduct a kickoff meeting to review objectives, scope and confirm Customer requirements

 Develop and maintain a project schedule

 Determine resource requirements and coordinate scheduling of TSG resources

 Ensure project team member(s) participation

 Provide input and approve schedule prior to the installation stage

 Confirm installation pre-requisites are complete

 Coordinate and provide oversight of implementation services

 Confirm configuration and programming pre-requisites are complete

 Confirm cutover readiness

 Communicate cutover information to TSG technical resources

 Ensure customer deliverables are managed, completed, and closed

 Coordinate and provide oversight of TSG test activities

 Facilitate issue resolution

 Manage change requests

Appendix H: Customer Responsibilities

Customer responsibilities include the following:

 Designate a single point of contact for TSG. Individual must have thorough understanding of business requirements and technical environment, and shall be authorized to make binding decisions in Customer’s behalf.

 Adhere to all milestone dates agreed upon with TSG.

 Provide all requested information in a timely manner to TSG.

 Verify and arrange for installation of Customer provided equipment and services provided by third-party vendors if applicable.

 Sign and return certificate or other such document demonstrating completion at the conclusion of the project if requested.

Costs incurred by TSG due to non-performance or delays by Customer or Customer's vendor(s) may result in additional charges. Please refer to the Terms and Conditions.

Appendix I: Exclusions

TSG specifically excludes the following services from this SOW:

 Authorize or coordinate services with third parties

 Act as Customer's agent for telecommunications services

 Implement features and licenses, or otherwise perform work not included in the 'Implementation Summary' section of the SOW

 Install OS patches and anti-virus software on Customer-provided servers

 Install hardware and implement software in a temporary or intermediate manner

Appendix J: Assumptions & Limitations

 Customer and TSG shall agree upon reasonable and sufficient time intervals to commence and complete the project.

 Project shall occur at one time and in a single phase.

 All implementation services shall be performed by non-union labor during normal business hours with the exception of service-affecting activities.

 All documents and custom developed materials if any shall be provided in a format determined by TSG.

 Unless otherwise stated, TSG services shall be delivered remotely.

Additional charges may result upon the determination that an assumption is invalid.

Appendix K: Pricing Summary

All quoted prices herein are firm and valid until 7/01/2016.

Fix Bid price: $34,652.85

Customer acknowledges and agrees that while TSG has exercised diligence in the preparation of this SOW, all services not expressly included herein are deemed to be outside the scope of work. All changes or amendments to the SOW shall be subject to TSG's change control process. TSG shall not perform any out- of-scope work without prior approval from an authorized Customer representative.

Customer acknowledges and agrees that in the event the Customer cancels or terminates this agreement for any reason Customer shall pay TSG for all work performed incurred up to the point of cancellation or termination.

Appendix L:Acceptance

IN WITNESS WHEREOF, each of TSG and WoodmenLife have caused this Statement of Work to be executed below.

TeleTech Holdings, Inc. and all of its subsidiaries WOODMEN OF THE WORLD LIFE INSURANCE SOCIETY (“TeleTech Technology” or “TSG”) (“WoodmenLife”)

By: By:

Printed Name: ______Printed Name: ______

Title: ______Title: ______

Date: Date:

Appendix M: SAMPLE CMS UPGRADE PROJECT PLAN

"SAMPLE" PROJECT PLAN Task Name Start Finish Task Resource Names Notes Comp Internal kickoff call 7/14 7/14 7/14 TSG, Banin, Avaya

Client kickoff call 7/16 7/16 7/16 TSG, Banin, Avaya, Customer

VM Ware specs provided to the Customer 7/13 7/15 7/15 TSG

VM Ware environment ready 7/13 7/29 7/29 Customer 7-29 virtual server available but need VPN access 7-16 need two weeks to get virtual environment ready

PLANNING Pre-register new CMS 7/16 9/18 9/21 TSG Return completed CMS Planning Form 7/16 7/27 7/27 Customer Provide modem or unassisted VPN access 7/16 9/18 9/21 Customer to allow engineer to access the existing CMS and to remotely provision the new server; Cisco VPN Client is preferred

(VPN access is required when CMS modem does not exist and also for Consolidations.)

Provide cms and root passwords for 7/16 7/16 7/16 Customer existing CMS MOJ planned date established n/a n/a n/a TSG Schedule a date for CMS provisioning 8/24 8/31 8/31 Banin Verify on site support for hardware or 8/24 8/31 8/31 TSG OVA installation. Provide resource's name and contact number.

Schedule Avaya engineer to authorize 8/31 8/31 8/31 TSG Agent/Supervisor/ACD RTU on the day the CMS is provisioned

Confirm that the link to the CM will be 7/16 9/18 9/29 TSG/Customer either: 1) CLAN direct (private), 2) CLAN network connection, or 3) processor ethernet (procr) connection (ie: w/o a CLAN)

EXECUTING n/a n/a n/a TSG

NOTE: Make sure that the Avaya Supervisor software is downloaded for the CMS version being installed and is ready for the customer to load to their desktops

If VMWare, OVA file loaded 9/2 9/3 9/3 Banin/Customer

If Banin to load OVA, access to the VMware server, including VMware credentials, is required to load the OVA file

CMS engineer remotely tests network 7/30 7/30 7/30 Banin connectivity and starts the provisioning Avaya engineer remotely authorizes the 9/1 9/1 10/8 Avaya/Customer Need Maintenance Agent/Supervisor ACD RTUs. This should agreements signed occur on the same day of Banin by the customer. provisioning

CMS engineer continue to remotely 9/2 9/3 9/3 Banin provision new CMS machine Provision following interfaces: install only-will activate at cutover Primary CMS Real-time interfaces (including IEX) – X 9/23 9/28 9/28 Avaya instances. Historical interfaces (including IEX) – X 9/23 9/28 9/28 Avaya instances. Network Printer Interfaces 9/23 9/28 9/28 Avaya Assist customer to configure network 7/16 9/18 Banin/Customer backup for the CMS server to a customer provided server and run backups to test

Configure Embedded SAL, if included NA NA NA Banin Configure CMS alarming. 9/3 9/18 9/23 Banin 9-21 TSG to provide alarm ID's 9-16 TSG works on registration

Avaya Supervisor shortcuts & scripts on 7/16 9/18 10/19 Customer the end user’s desktops may have to be recreated. Prior to the cut the customer will need to inform the end users that these might need to be recreated

Install Avaya Supervisor to end users' PC. 7/16 9/18 9/30 Customer 9-28 Customer will have R18 pushed NOTE: Customer is responsible for any out to one or two connectivity issues between CMS and the users who use it PCs where Avaya Supervisor software is everyday to identify installed any differences.

NOTE: Customer to inform the call center of the login process the 1st time they log in

Perform CMSADM back up on backup 9-22 at 9-22 at end 9/28 Customer 9-28 Customer device for old CMS end of of business confirmed tape business drive have been If tape drive, remove tape when cleaned, CMSADM complete, label with current date and backups are title “ADM back up” and put aside complete and new tapes have been placed in drive New tapes recommended

FREEZE BEGINS 9-22 at 9-28 at 8:00 9/28 9-28 Per Customer end of a.m. - Users have been business alerted of the freeze/pending upgrade Migrate System and ACD Admin data 9/23 9-28 at 8:00 9/28 Avaya 9-28 Avaya will from old CMS server to new CMS, prior to a.m. complete migration cutover. This includes custom reports. of System admin and ACD admin. NOTE: If current CMS uses a tape drive, a tape must be in the drive for the migration of data to occur.

Customer provides volunteers to test 9/24 9/24 9/28 Customer 9-28 All supervisors supervisor logins Supervisors are able to login in

CUTOVER

Open bridge to kickoff cutover 9/29 9/29 9/29 All team members 6:00 p.m. all team members will join except Avaya who will join at 6:45 p.m. CMS to PBX Link Administration 9/25 9/29 9/29 CM link - TSG 6:00 p.m. start time CMS link - Avaya

Perform Full Maintenance back up on old 9-25 - 9/29 9/29 Avaya CMS on backup device Once new CMS link NOTE: If current CMS uses a tape drive, is up use new or newer tape for this back up. Tape must be in the drive to support the backup and also for the data migration.

Historical Data Migration begins 9/25 9/29 9/29 Avaya 6:45 p.m. estimated NOTE: For upgrades to non-VMware completion time of platforms, tech no longer required until primary server - CMS engineer completes work or if issue Avaya to begin the arises application activation Verify historical data match in old and 9/25 9/29 9/29 Avaya new CMS Activate Interfaces: Primary CMS Real-time interfaces (including IEX) – X 9/25 9/29 9/29 Avaya instances. Historical interfaces (including IEX) – X 9/25 9/29 9/29 Avaya instances. Network Printer Interfaces 9/25 9/29 9/29 Avaya Verify custom reports (if applicable) n/a n/a n/a Banin Contact customer and inform them that 9/25 9/29 9/29 TSG the work is completed Customer to implement test plan 9/25 9/29 9/29 Customer Perform ADM then Full Maintenance back 9/25 9/29 9/29 Customer up on backup device. First day of support 9/28 9/30 9/29 Banin, Avaya, TSG, must be completed Customer by 7:30 a.m.