PROPRIETARY STATEMENT

Intended for EventLandia

This document and any communications with Eternitea should be considered highly confidential.
Neither the ideas expressed herein, nor any part of this document or any other information or
communications related thereto shall be copied or disclosed to any party, nor shall they be used for
any purpose other than meeting with Eternitea representatives, without the written consent of
Eternitea. By accepting delivery of this document, the recipient agrees that: (i) in the event the
recipient does not wish to pursue this matter, the recipient will return this copy to Eternitea, at the
address listed below as soon as practical; (ii) the recipient will not copy, fax, reproduce or distribute
this document, in whole or in part, without written permission, and (iii) all of the information
contained herein will be treated as confidential material, and shall not be used for any purposes
other than the evaluation of this proposal.
While Eternitea has no reason to doubt the accuracy of the information contained herein, Eternitea
makes no representations or warranties as to the adequacy, completeness or accuracy of this
information. Only a definitive agreement and the associated Statement of Work between Eternitea
and EventLandia will be binding.
No person is authorized to provide any information or make any representations regarding this
proposal and Eternitea commitments to recipient not contained here. Any such information or
representations should not be relied upon as having been authorized by Eternitea.

ETERNITEA
Contact:
Address:

Client EventLandia
0000 Glendon Ave., Ste.1350
Los Angeles, CA 90024

Telephone:
Mobile
Email:

850-534-0305
404-428-7870
Client@PROVIDER.com

TABLE OF CONTENTS
1

INTRODUCTION....................................................................................................... 4

SOLUTION OVERVIEW............................................................................................... 5
2.1
2.2
2.3
2.4
2.5
2.6

TRAINING............................................................................................................. 7
3.1
3.2
3.3

QUALITY ASSURANCE REVIEW PROCESS....................................................................................10

TECHNOLOGY....................................................................................................... 11
5.1
5.2
5.3
5.4
5.5
5.6

TRAINING APPROACH............................................................................................................... 7
ONGOING TRAINING AFTER LIVE DATE........................................................................................ 8
STAFFING PROFILE AND TRAINING TIMELINES...............................................................................8

QUALITY ASSURANCE............................................................................................. 10
4.1

INBOUND VOICE SUPPORT PROCESSES........................................................................................ 5

SUPPORT ESCALATION PROCESS................................................................................................ 5
PERFORMANCE OBJECTIVES...................................................................................................... 5
VOLUME FORECASTING AND SERVICE LEVEL AGREEMENT...............................................................6
ADJUSTMENT TO FORECASTS AND RAMP-UP PROCESSES................................................................6
PROVIDER OPERATIONAL CAPACITY PLANNING...........................................................................7

TECHNOLOGY ARCHITECTURE AND SPECIFICATIONS......................................................................11

VOICE TECHNOLOGY SUPPORT................................................................................................. 11
DATA CONNECTIVITY............................................................................................................. 12
CLIENT APPLICATIONS............................................................................................................ 12
REPORTING AND DATA FEED................................................................................................... 13
ESCALATION OF TECHNOLOGY ISSUES.......................................................................................13

TIMELINE, RESOURCES
6.1
6.2
6.3

AND

ASSUMPTION....................................................................14

CLIENT PROJECT TEAM.......................................................................................................... 14

ASSUMPTIONS...................................................................................................................... 15
CHANGE MANAGEMENT AND CHANGE CONTROL.........................................................................16

APPENDIX A - PRICING................................................................................................18
APPENDIX B - TECHNICAL ESCALATION PROCEDURES............................................................21

This document contains unpublished, confidential and proprietary information of PROVIDER, Inc. No disclosure, duplication or use of any portion of the contents
of these materials, for any purpose, may be made without the prior express written consent of PROVIDER, Inc.

SOW No. 1
Page 2

1 INTRODUCTION
This Statement of Work No. 1 ("SOW No. 1"), dated as of October 3, 2006 describes the Voice
response services (Services) that PROVIDER, Inc. (PROVIDER) will provide to CLIENT
(Client). This SOW is entered into in connection with that certain Master Services Agreement
between PROVIDER and Client dated as of October 3, 2006 (the Agreement). This SOW
supercedes all prior functional and technical understandings, whether written or oral, between
PROVIDER and Client regarding the matters addressed herein, including all prior SOWs and
change orders. All capitalized terms used herein and not otherwise defined herein shall have the
meanings assigned to them in the Agreement.
Overview of PROVIDER Services
PROVIDER will provide inbound Voice response for Cash Advance Product support services. Voice
support will be provided for Clients customer calls routed to PROVIDER phone system. Email
support services will be provided using PROVIDERs NetAgent system, in conjunction with other
supporting systems and applications.

EventLandia Program Overview

Voice and Email Operations
OPERATING MODEL

OUTSOURCED

SOLUTIONS

INBOUND VOICE

AND

SERVICES

PROVIDER SUPPORT HOURS

VOICE: 24X7
VOICE SUPPORT:
MAINTAIN AVERAGE HANDLE TIME (AHT)

SERVICE LEVEL AGREEMENTS

OF

144

SECONDS

For the purpose of distinguishing the two types of calls,

the first type of call, which interacts directly with the
customer, is named Auth. The second type of call that
interacts with the merchant is named Cage. On a
monthly basis, PROVIDER will deliver:
Service Levels for the Auth call are as follows:
Percent of Abandoned Calls per day: 3% or less
Average Speed of Answer: 80% of all calls in 20 seconds
or less
Service Levels for the Cage call are as follows:
Percent of Abandoned Calls per day: 3% or less
Average Speed of Answer: 100% of all calls in 15 seconds
or less

CLIENT OPERATING HOURS

24X 7

LANGUAGES SUPPORTED

ENGLISH, MANDARIN

AND

CANTONESE

This document contains unpublished, confidential and proprietary information of PROVIDER, Inc. No disclosure, duplication or use of any portion of the contents
of these materials, for any purpose, may be made without the prior express written consent of PROVIDER, Inc.

SOW No. 1
Page 3

CLIENT APPLICATION PLATFORMS

CLIENT PROVIDED CLIENT/SERVER APPLICATIONS:

BACK-OFFICE ACCOUNTING APPLICATION: <PACKAGE NAME>
CLIENT PROVIDED WEB BASED APPLICATIONS:
CUSTOMER ACCOUNT MANAGEMENT TOOLS: <PACKAGE NAME>

This document contains unpublished, confidential and proprietary information of PROVIDER, Inc. No disclosure, duplication or use of any portion of the contents
of these materials, for any purpose, may be made without the prior express written consent of PROVIDER, Inc.

SOW No. 1
Page 4

2 SOLUTION OVERVIEW
PROVIDER will provide Voice and Email response services for the Clients Customer Care and
Sales Services. PROVIDER Agents will assist customers with the following business program:
Program
Function A

Systems
Used

System A
System B

Tasks

Touch Points

Complete

Inbound Voice

2.1 Inbound Voice Support Processes

PROVIDER will provide Inbound Voice Support response for Client. Inbound voice support will
consist of live voice responses to resolve customer service and technical support issues.
Client and PROVIDER agree on the following Inbound Voice Support processes:
1.
2.
3.
4.
5.
6.

Agents will utilize Client provided call script to validate customers information
Customer information is validated; Agents will create a new record in CRM application.
Agents will research the issue using processes and tools taught during training.
Agents will process the issue using the systems and processes taught during training.
Agents will interact with the customer resolving their request.
Once the request is resolved Agents will close out the record and attempt to up-sell
customer additional products and services to the customer

The above processes are required voice support processes. Changes to these process
requirements will be subject to a documented change order.
2.2 Support Escalation Process
Client acknowledges that there will be situations where PROVIDER Agents will be unable to
resolve a voice and email support inquiry. In such circumstances, the issue will be assigned to
the appropriate internal Client department who will resolve the issue. Detailed Escalation
Process is documented in the training manual.
2.3 Performance Objectives
Client represents that its internal contact center(s) currently achieve the requested performance
goals set forth in this SOW. Should Client require PROVIDER to significantly change the
processes currently in place from those at Clients contact center or require PROVIDER to provide
a different type of support, Client and PROVIDER will mutually agree to an appropriate new
service level goals. Client and PROVIDER agree on the following performance goals for all
programs:

Inbound Voice Performance Objectives

For the purpose of distinguishing the two types of calls, the first type of call, which interacts
directly with the customer, is named Auth. The second type of call that interacts with the
merchant is named Cage. On a monthly basis, PROVIDER will deliver:

Service Levels for the Auth call are as follows:

Percent of Abandoned Calls per day: 3% or less
This document contains unpublished, confidential and proprietary information of PROVIDER, Inc. No disclosure, duplication or use of any portion of the contents
of these materials, for any purpose, may be made without the prior express written consent of PROVIDER, Inc.

SOW No. 1
Page 5

Average Speed of Answer: 80% of all calls in 20 seconds or less

Service Levels for the Cage call are as follows:
Percent of Abandoned Calls per day: 3% or less
Average Speed of Answer: 100% of all calls in 15 seconds or less
PROVIDER is not responsible for delays in meeting the service levels arising from any Client
provided telecommunication, software applications, materials, equipments or Client operational
delays.
2.4 Volume Forecasting and Service Level Agreement
In order for PROVIDER to properly staff the Clients account, Client agrees to provide PROVIDER
with a two (2) rolling month forecast divided into half-hour increments to PROVIDER for each
program forty five (45) day before the first date of service. Each monthly forecast submission is
considered locked for the next month. PROVIDER will develop a capacity plan that will allow the
forecast to be increased or decreased by Client up to 10% for any given month without requiring
additional ramp up / ramp down or training. Should Client fail to deliver a forecast for a given
month, the last month of the last forecast shall be extended forward one month and be
considered locked.
Client must receive written confirmation of acceptance of such forecast from its PROVIDER
Account Manager before the forecast is deemed accepted by PROVIDER. Performance objectives
shall not apply in the month in which Client has failed to deliver a monthly Support Forecast.
PROVIDER agrees to service, in each calendar month, that number of support sessions equal to
the respective support target for such month, but may, in its discretion, service additional
support sessions. PROVIDER shall not be obligated to meet the agreed upon performance
objectives and service levels in the event the actual volume of sessions received by PROVIDER in
each increment is more than ten percent (10%) over the respective forecast for such point of
contact or program during that increment and if actual volume of sessions in the aggregate
exceed the aggregate locked-in forecast volume for the month by ten percent (10%) or more, all
performance objectives for the month are waived.
2.5 Adjustment to Forecasts and Ramp-Up Processes
The Support Targets for any given month will become locked-in prior to the start of such month.
All adjustments made to the Support Targets must be delivered to PROVIDERs Account Manager
and would not be deemed as accepted by PROVIDER until the Account Manager provides Client
with written confirmation of acceptance.
In no event shall PROVIDER be required to staff to volumes, patterns and handle time estimates
and/or meet performance objectives (as defined herein), which are unreasonable or cannot
reasonably and/or practically be achieved during the timeframe requested.
.
2.5.1 Substantial Volume Increases
If Client requires a volume increase in the number of contacts supported by PROVIDER (i.e., a
monthly increase of more than 10%) (a Substantial Volume Increase), a mutually agreed upon
ramp up period will be planned:
a)

To facilitate the appropriate collection of human and technical resources to handle a

Substantial Volume Increase, Client must provide reasonable notice to PROVIDER, but in
no case less than 45-day written notice before the start of the Substantial Volume
Increase. The proposed Substantial Volume Increase requirements shall be reasonable
under the circumstances and the available resources and technical infrastructure.

This document contains unpublished, confidential and proprietary information of PROVIDER, Inc. No disclosure, duplication or use of any portion of the contents
of these materials, for any purpose, may be made without the prior express written consent of PROVIDER, Inc.

SOW No. 1
Page 6

b) PROVIDER will present Client with a Change Order outlining a detailed capacity ramp up
plan (Ramp up Plan) for Clients approval. Client must approve the capacity plan and
the terms of the Change Order before PROVIDER commences with the ramp up.
c)

PROVIDER will not be responsible for maintaining the Performance Objectives and Service
Levels during the ramp up period set forth in the Ramp up Plan Change Order.

2.5.2 Volume Decreases

Notwithstanding Section 2.5 above, if Client elects to decrease the volume of sessions provided
to PROVIDER by more than 10%, Clients minimum financial obligation to PROVIDER shall
continued to be as set forth on Appendix A.
2.5.3 Forecasts for Special Promotions and Advertising
Client will provide PROVIDER with notice of and forecasts related to all media and program
promotions (including, but not limited to, radio, television, direct mail, Internet and other media)
within a reasonable amount of time before release of the promotion so that PROVIDER can make
appropriate staffing or other adjustments. PROVIDER shall not be obligated to meet performance
objectives in the event the actual volume of sessions received by PROVIDER is more than ten
percent (10%) over the forecast. However, PROVIDER shall remain responsible for agreed upon
performance objectives if volume is within the lock-in forecast level or any excess volume up to
10% and will make reasonable effort toward meeting Performance Objectives if volume exceeds
110%..
2.6 PROVIDER Operational Capacity Planning
PROVIDER will work closely with Clients Work Force Management team to plan capacity, and to
develop operational plans. Based on the volume forecasts provided by Client in the monthly
Support Forecasts, PROVIDER will provide Client with a monthly capacity forecast reflecting the
number of Agents required to handle the forecasted volume of contacts in accordance with its
performance objectives (Monthly Capacity Plan). The Monthly Capacity Plan will factor in
PROVIDERs analysis of actual contact volumes, historical performance, existing and new-hire
resources and special circumstances (holidays, seasonality and attrition factors).

3 TRAINING (SALES

HAND-OFF TO TRAINING

ORG.)

The training phase of the outsourcing program is crucial to PROVIDERs ability to provide Client
with quality service. In this section, our approach, initial and ramp-up training process and the
on-going program updates or changes training.
3.1 Training Approach
Client will make available all existing training and research documentation, training materials,
and the knowledge base to PROVIDER. Client and PROVIDER will jointly participate in the training
needs analysis process with members from both teams to identify learning objectives and
determine the scope of the training effort.
PROVIDER will develop a customized training program for Client with the following capabilities:

Utilize the Client trainers and facility for the Train-the-Trainer session.

Provide instructors with extensive background in customer service/technical support, as well

as stand up classroom training experience.

Provide basic customer service and communications training, Client product/program training
and pre-certification of agents prior to performing support for Client.

This document contains unpublished, confidential and proprietary information of PROVIDER, Inc. No disclosure, duplication or use of any portion of the contents
of these materials, for any purpose, may be made without the prior express written consent of PROVIDER, Inc.

SOW No. 1
Page 7

Establish a training and QA structure that supports Clients program requirements.

Create a separate training environment that resembles the live Client environment,
including individual workstations equipped with Clients applications.

Client will be responsible for the costs of new product or product updates training.
3.2 Ongoing Training after Live Date
Increases in the volume of services provided and/or significant changes to Clients
policies/procedures, products, or service offerings will require post-implementation training. A
need analysis will be conducted to determine if any course development material must be
prepared, and to scope out how long the training should take so that PROVIDER can
appropriately schedule the training. In order to provide the highest level of quality, PROVIDER
will recommend training updates when deemed necessary. Client must provide PROVIDER with
all relevant ongoing training materials a minimum of seven (7) business days in advance of the
training date. PROVIDER will provide all new hire training orientation and Client will be
responsible for all additional training costs.
Reasons for needing post-implementation training include, but are not limited to the following:

New delivery mechanisms

New product/service
introductions

System changes
Policy changes

Procedure changes
Changes to support provided

Client may request PROVIDER to provide additional training on updated material and other newly
introduced Client system. Any training provided to Client for this purpose is subject to the
training rates listed in Appendix A of this SOW. Client will be responsible for all of Client
approved travel related expenses of PROVIDER personnel for this activity. PROVIDER will be
responsible for any training fee caused by attrition not as a result of a planned ramp down.
3.3 Staffing Profile and Training Timelines
In this section capture Clients staffing profile requirements.
The PROVIDER Agents staffed on Clients account will possess general Sales Support and
Customer Service skills.
Implementation timelines may be reassessed or revised if the scope of the project changes after
Client and PROVIDER mutually agree upon the learning objectives and training plan and/or if the
Client deliverable timelines are not met. Client will be responsible for all travel and expense
related cost for the initial and ongoing training.
Here is a proposed timeline for the training dates and program ramp-up phases:
Session

Training
Start Date

Number of
Sessions

Number of
Participants

Train-the-trainer
Batch 1
Batch 2

Program
Live Date

Location
Client Site
Manila, Phil.
Manila, Phil.

Based on Clients requirements (initial volume and turnaround SLA), PROVIDER will initially train
XX Agents and XX supporting staff consist of: X Team Manager, X Supervisors, X Real-Time
Adherence (RTA) and X QA Analysts.

This document contains unpublished, confidential and proprietary information of PROVIDER, Inc. No disclosure, duplication or use of any portion of the contents
of these materials, for any purpose, may be made without the prior express written consent of PROVIDER, Inc.

SOW No. 1
Page 8

4 QUALITY ASSURANCE (SALES

HAND-OFF TO

QA ORG)

PROVIDER will provide a comprehensive quality management and assurance process, including
but not limited to the following components:

A custom Quality Assurance program designed for the Clients program

A dedicated Quality Assurance (QA) team who together with an Agentss supervisor will
conduct QA monitoring.
Weekly email coaching calibrations between PROVIDER QA/Operations Team and the Client.
The frequency of monitoring will be commensurate with individual Agents performance
scores.
Development of action plan for agents/teams that fall below the Client QA standard.
A Best Practices Training manual
A program and Agents score card providing metrics and performance against goals
Monitoring of SR compliance across the program

PROVIDER utilizes and maintains an in-house quality assurance manual. The quality assurance
manual is used to document internal and custom client processes and procedures. PROVIDER
and Client will work together to regularly update the QA manual based on the close loop
feedback mechanism and through the Calibration Sessions. The frequency of monitoring will be
no less than 2 evaluations per week per Agents. Quality goals will be established within thirty
(30) business days after Live Date of any new program and reviewed quarterly. Both Parties will
mutually agree to maintain a quality monitoring system. PROVIDER shall assign and dedicate one
Quality Assurance Specialist per forty (40) Agents.
4.1 Quality Assurance Review Process
Quality Assurance reviewing will be conducted by the QA department and the Operation
Supervisors or Operation Shift Lead. Each month the QA Analyst will have a target number of
sessions to complete. The Analyst may conduct a review through the use of email transcripts or
voice recorded sessions.
During an email review session, the Agentss email transcript is pulled up using a PROVIDERs
data warehouse and for the voice QA review session, the Agentss voice session is either
retrieved from a pre-recorded voice sessions or through live remote call monitoring session.
Sessions are analyzed and scored by QA Analyst on the QA Score Sheet. After this process, the
QA Analyst meets with the Agents to deliver targeted feedback on his/her performance and
provides coaching, if necessary. QA Score Sheet results detailing individual and team
performance are reported to the Supervisors in the weekly team reports. Trending analysis will
be provided to Client on a weekly basis.
In addition, Operation Supervisors review a sample of sessions on a weekly basis. This review
process, is similar to the QA process and is documented on the same score sheet. The feedback
is given to the Agents either immediately or during a later review session. The Supervisor
provides positive feedback or any necessary coaching. If remedial action is required, the
Production Supervisor may recommend coaching from a Subject Matter Expert, listening to other
Agents during sessions, or providing additional focused training.

This document contains unpublished, confidential and proprietary information of PROVIDER, Inc. No disclosure, duplication or use of any portion of the contents
of these materials, for any purpose, may be made without the prior express written consent of PROVIDER, Inc.

SOW No. 1
Page 9

5 TECHNOLOGY (SALES

HAND-OFF TO

CONSULTING ORG.)

5.1 Technology Architecture and Specifications

This section outlines the technical requirements for the integration of systems and technologies
in support of Clients operation at PROVIDER.
The following diagram illustrates the agreed voice and data connectivity architecture between
Client and PROVIDER facilities:
ABC Company
Site A

FW

Back-up T1

PeopleSupport
Los Angeles, CA

ABC
Router &
back-up

ABC
Xwindows
Server

FW
172.18.20.252
Internet - VPN

Database

Dedicated
T1

Avaya G3R
Rev. 9.5

Layer 3
Switch

ABC
VLAN

Call
Management
System

ABC Back office

applications
FW

ABC Back
Bone

ABC Company
Site B

Genesys
Server

Database

Data
warehouse

ISP

MCI/AT&T/Sprint
Telecom
Voice Platform

Analytics
Reporting
Servers

Siebel
Servers

Chat
Knowledge
Email Management
Servers
Servers

Multiple IPL T1s

(Voice/Data packets)

PeopleSupport
Manila, Phil.

Customer

IVR

ABC ACD

ABC Genesys
T-Server

Layer 3
Switch

Avaya G3R
Rev. 9.5
ABC
VLAN

12 3
45 6
78 9
*8#

ISP
FW

eReps Desktop
Windows
Client CRM
Application

5.2 Voice Technology Support

PROVIDER Agents will receive voice calls on behalf of Client. Calls may be received on Clients
IVR or routed directly to PROVIDER from Clients toll free number depending on the program
being supported. Calls will be routed from a Client-provided toll-free number connected to
MCI/AT&T/Sprint voice T1 lines terminated at PROVIDERs PBXs in Los Angeles. Calls will be
routed from the Los Angeles PBX at PROVIDER to the Philippines operations centers using
PROVIDERs private voice network.
PROVIDER provides the routing, capacity management, and delivery of all calls to the Manila
center utilizing our dedicated private network and its tandem PBX systems. Calls are escalated
back to Client facilities using MCI Take-Back-and-Transfer / AT&T Transfer-Connect / Sprint AgentTransfer mechanisms as furnished by Client or using a Client provided dial plan to place USbased outbound calls.
Client may also make use of Clients Genesys server to intelligently route calls to PROVIDER.
Client will house a Genesys T-Server in PROVIDERs Philippines operations centers to assist with
This document contains unpublished, confidential and proprietary information of PROVIDER, Inc. No disclosure, duplication or use of any portion of the contents
of these materials, for any purpose, may be made without the prior express written consent of PROVIDER, Inc.

SOW No. 1
Page 10

call routing. Calls will be routed between PROVIDER and Clients Call Center based on agent
availability and queue size. Client will maintain a back-up routing mechanism in the event of a
Genesys or network failure.
PROVIDER will provide and support the following VDNs and routing requirements to support
Client:
Routing

Function Name

Toll Free Number

Customer Service

xxx-xxx-xxxx

Client IVR managed through Genesys CTI

Technical Support

xxx-xxx-xxxx

Directly from Client toll free number

For calls that are routed directly to PROVIDER from Clients toll free number, PROVIDER will
provide a recorded greeting of up to 10 seconds. Any changes to these recordings will be subject
to a documented change order.
Real Time Call Monitoring
PROVIDER provides a real-time Service-Observe and call monitoring capability for all of its
locations. This monitoring is password protected and can be conducted anytime and from
anywhere without the need for prior arrangement with PROVIDER. Client has been provided
with live call monitoring capability by dialing into PROVIDERs PBXs.
Interval Call Management and real time volumes can also be monitored via PROVIDERs AVAYA
Call Management System (CMS) or PROVIDERs Intellicenter Analytics portal. Client will be able
to retrieve hourly call volume statistics from PROVIDERs Intellicenter Analytics portal. In
addition, Client can access the PROVIDER CMS system to observe real time split/skill statistics
and performance information. The PROVIDER Intellicenter portal is the book of record for all call
performance statistics and billable activity for Client.
5.3 Data Connectivity
Data connectivity will be through a VPN over the public Internet via a Client provided, dedicated T1 ISP

Internet connection. Client will also provide a second T1 connection to serve as a backup. Client will
provide all required VPN hardware to establish the VPN connection between PROVIDERs data centers in Los
Angeles, CA and Clients data center.

PROVIDER and client will both monitor the communication link between the two data centers as
well as applications supporting the client program.
5.4 Client Applications
PROVIDER utilizes the following applications supplied by Client to provide customer service for
Clients customers:
1.

<List Client Applications> i.e. Order Enter application or CRM applications used to record
service request information and inbound voice or email transactions.

5.4.1 Use of Client Applications

PROVIDER will utilize Clients software to manage and close all contact related activity. Explain
how applications are setup and used in production.
5.4.2 Client Software Distribution
Explain how applications are distributed to PROVIDER production desktops.
5.5 Reporting and Data Feed
PROVIDER will provide Client with one license to access a secure web site containing the
Intellicenter Analytics portal. Client may access all of its reports for its account through the
This document contains unpublished, confidential and proprietary information of PROVIDER, Inc. No disclosure, duplication or use of any portion of the contents
of these materials, for any purpose, may be made without the prior express written consent of PROVIDER, Inc.

SOW No. 1
Page 11

Intellicenter. All reports are based on US Central Time (CT) standard. If Client wishes to have
reports generated on information not included in the PROVIDER standard reporting package,
PROVIDER can provide custom reporting. The requirements, cost, and time frame required for
development will be determined by the Implementation Project Manager and will be submitted to
Client in writing for approval prior to commencement of development.
Information available on the Client Portal will be maintained on the Portal for the following
periods of time: thirty (30) days of Daily Reports; 6 months of Weekly Reports; and 1 year of
Monthly Reports. It is Clients responsibility to keep and store such reports for future reference.
For a period of One (1) year, PROVIDER will keep raw data only.
5.6 Escalation of Technology issues
PROVIDER and Client agree to follow the Technical Escalation Procedures documented hereto as
Appendix B for any technical issues that may arise affecting Clients customer service
operations.

6 TIMELINE, RESOURCES AND ASSUMPTION (SALES &

CONSULTING)
Within five (5) business days of execution of this SOW and the Agreement, PROVIDER will prepare
and deliver to Client a project plan (the Project Plan) that contains the critical path dates that
each party must meet in order for PROVIDER to adhere to the implementation deadlines.
PROVIDER and Client will mutually agree upon the Live Date set forth in the Project Plan. Client
will make all reasonable efforts to cooperate and work with PROVIDER to deliver any Client
dependant materials delineated in the agreed upon Project Plan. To the extent that Client fails to
meet a critical path date that impacts PROVIDERs work, PROVIDER reserves the right to reassess
and adjust all dates contained within the Project Plan.

(Consulting)
MILESTONE

RESPONSIBILITY

SIGNED CONTRACT AND SOW

CLIENT

PROJECT KICK-OFF MEETING

CLIENT / PROVIDER

PROVISION COMMUNICATION LINES (VOICE AND DATA)

CLIENT

FINALIZE PROJECT PLAN AND PROJECT TEAM

CLIENT / PROVIDER

INITIATE RECRUITMENTS AND HIRING OF SUPPORT TEAM

PROVIDER

GATHER TRAINING REQUIREMENTS AND MATERIALS

PROVIDER

START TRAIN-THE-TRAINER PROGRAM

CLIENT

/ PROVIDER

INSTALL/SETUP/TEST CLIENT APPLICATIONS

CLIENT

/ PROVIDER

START INITIAL TRAINING SESSIONS

CLIENT

/ PROVIDER

10

GO-LIVE TARGET

PROVIDER

11

COMPLETE TRAINING SESSIONS

PROVIDER

12

PRODUCTION SUPPORT AND RAMP UP TO FULL VOLUME

PROVIDER

- INITIAL GROUP

DATE

This document contains unpublished, confidential and proprietary information of PROVIDER, Inc. No disclosure, duplication or use of any portion of the contents
of these materials, for any purpose, may be made without the prior express written consent of PROVIDER, Inc.

SOW No. 1
Page 12

6.1 Client Project Team

In support of Clients program, PROVIDER will conduct conference calls and request information
from a Client-appointed single point of contact and other Client personnel. Client agrees to:

Make appropriate Client personnel available to PROVIDER on a timely basis, including a

single point of contact with authority to make decisions, discuss and resolve day-to-day
issues, to assist in completing deliverables and for coordinating additional resources and
sign-off as required.

Client will assign a technical resource to the project to oversee the connectivity,
application access and voice/data network integration projects.

Client and PROVIDER personnel will accept responsibility for their assigned tasks and will
complete them within the specified schedule. Any delays caused by the unavailability of Client
resources or completion of requests may adversely affect the project schedule, and PROVIDERs
adherence to Service Levels and Performance Objectives. PROVIDER will not be responsible for
missed service levels caused by Client delays in fulfilling operational requests.
6.2 Assumptions
Please document Program Implementation assumptions in this section.
English voice support in a dedicated team environment:
Pricing Model:
1. Per hour pricing based on an 8 hour day. As defined by ACD login minus ACD logout.
2. Agents requirement is based on anticipated volumes and patterns
Voice Services for Inbound Toll Free and Outbound Long Distance
1. Client will terminate ISDN/E&M (TDM) calls, using PROVIDER provided Voice T1s, at
the PROVIDER Los Angeles Data Center.
2. PROVIDER will be responsible for transporting calls between the U.S. and the
Philippines.
3. Client will be responsible for all inbound and outbound toll charges.
4. Transfer call if required will be supported by trunk-to-trunk transfers or Clientprovided network transfer.
Data Connectivity
1. Data connectivity to Client applications will be via a VPN and/or frame-relay
connection.
Note: If frame-relay is used as the data connectivity option, client with be
responsible for delivering circuits to PROVIDERs data center and related costs.
2. Bandwidth requirement per Seat for data connectivity is 10 KB.
3. Client will provide access to all necessary applications.
4. Client will responsible for any required software licenses.
Agent Desktop Computer Requirements
1. Celeron with at least a 2.0 GHZ processor, 512MB RAM and 20GB hard drive.
2. 17 monitors.
3. Microsoft Internet Explorer 6.0 or higher.
4. Windows XP operating system.
Service Level Targets
1. ASA: 15 seconds.
This document contains unpublished, confidential and proprietary information of PROVIDER, Inc. No disclosure, duplication or use of any portion of the contents
of these materials, for any purpose, may be made without the prior express written consent of PROVIDER, Inc.

SOW No. 1
Page 13

2. Abandon Rate: 3% or less.

3. CS AHT: 2 minutes 24 seconds
For the purpose of distinguishing the two types of calls, the first type of call, which
interacts directly with the customer, is named Auth. The second type of call that
interacts with the merchant is named Cage.
Service Levels for the Auth call are as follows:
Percent of Abandoned Calls per day: 3% or less
Average Speed of Answer: 80% of all calls in 20 seconds or less
Service Levels for the Cage call are as follows:
Percent of Abandoned Calls per day: 3% or less
Average Speed of Answer: 100% of all calls in 15 seconds or less
Agent Profile
1. Fluent in English
2. Excellent Communication
3. Customer Service Skills
IMPLEMENTATION FEESThe implementation fee is based on the follow initial requirements
Setup of one incoming dedicated T1 line

A total of 2 800# will be routed to PROVIDER centers

A total of 2 VDNs will be established

6.3 Change Management and Change Control

PROVIDER and Client recognize that the dynamic nature of Clients business model may
necessitate that material changes be made to processes outlined herein. Both Parties agree
that all changes shall follow the PROVIDER Change Order procedure and may be subject to
applicable fees.

IN WITNESS WHEREOF, the Parties have caused their duly authorized representatives to execute
and meet the deliverables outlined in this SOW.

CLIENT

Signature

Print Name

Title
Date

This document contains unpublished, confidential and proprietary information of PROVIDER, Inc. No disclosure, duplication or use of any portion of the contents
of these materials, for any purpose, may be made without the prior express written consent of PROVIDER, Inc.

SOW No. 1
Page 14

PROVIDER, Inc.

Signature

Print Name

Title
Date

This document contains unpublished, confidential and proprietary information of PROVIDER, Inc. No disclosure, duplication or use of any portion of the contents
of these materials, for any purpose, may be made without the prior express written consent of PROVIDER, Inc.

SOW No. 1
Page 15

APPENDIX A PRICING
SERVICE
PRICE
English voice support in a dedicated team
environment:
Pricing Model:
3. Per hour pricing based on an 8 hour day. As defined
by ACD login minus ACD logout.
4. Agents requirement is based on anticipated volumes
and patterns
Price includes:
Dedicated Account Manager
Operations Manager and Supervisor
QA staff
Dynamic scheduling
Attrition training
Facilities

PROVIDER also agrees to staff between 1-3

Mandarin/Cantonese speaking agents per shift,
$3.50/hour surcharge applies

Agentss
Per Month

Price Per
Hour, Per
Agents or per
minute

Minimum of
40 Agents

$14.50/*
Hour based
upon an 8
hour day for
English
during 8PM
9AM
$10.50/* hour
based on an 8
hour day for
English
during Manila
9AM-8PM
*$3.50/
hour
surcharge for
other
languages

Voice Services for Inbound Toll Free and Outbound

Long Distance
5. Client will terminate ISDN/E&M (TDM) calls, using
PROVIDER provided Voice T1s, at the PROVIDER Los
Angeles Data Center.
6. PROVIDER will be responsible for transporting calls
between the U.S. and the Philippines.
7. Client will be responsible for all inbound and
outbound toll charges.
8. Transfer call if required will be supported by trunk-totrunk transfers or Client-provided network transfer.
Data Connectivity
5. Data connectivity to Client applications will be via a
VPN and/or frame-relay connection.
Note: If frame-relay is used as the data connectivity
option, client with be responsible for delivering
circuits to PROVIDERs data center and related costs.
6. Bandwidth requirement per Seat for data
connectivity is 10 KB.
This document contains unpublished, confidential and proprietary information of PROVIDER, Inc. No disclosure, duplication or use of any portion of the
contents of these materials, for any purpose, may be made without the prior express written consent of PROVIDER, Inc.

SOW No. 1
Page 16

7. Client will provide access to all necessary

applications.
8. Client will responsible for any required software
licenses.
Agent Desktop Computer Requirements
5. Celeron with at least a 2.0 GHZ processor, 512MB
RAM and 20GB hard drive.
6. 17 monitors.
7. Microsoft Internet Explorer 6.0 or higher.
8. Windows XP operating system.
Service Level Targets
4. ASA: 15 seconds.
5. Abandon Rate: 3% or less.
6. CS AHT: 2 minutes 24 seconds
For the purpose of distinguishing the two types of calls,
the first type of call, which interacts directly with the
customer, is named Auth. The second type of call
that interacts with the merchant is named Cage.
Service Levels for the Auth call are as follows:
Percent of Abandoned Calls per day: 3% or less
Average Speed of Answer: 80% of all calls in 20 seconds
or less
Service Levels for the Cage call are as follows:
Percent of Abandoned Calls per day: 3% or less
Average Speed of Answer: 100% of all calls in 15
seconds or less
Agent Profile
4. Fluent in English including 1-3 agents per shift
having Mandarin and Cantonese language skills
5. Excellent Communication
6. Customer Service Skills
IMPLEMENTATION FEESThe implementation fee is based on the follow initial
requirements
Setup of one incoming dedicated T1 line
A total of 2 800# will be routed to PROVIDER centers

$20,000 one time setup fee

A total of 2 VDNs will be established

TRAINING
Course Development - where required or requested by
Client

$35.00 per hour

Training for Agents, Trainer, Supervisor, or other personnel

Training Requirements
1. 5 days of Client-specific CS training and 1 week of
Nesting, paid by Client.

$16.00 per hour

PROFESSIONAL SERVICES, as requested by client

Technical services rendered to alter, change, update or

$200 per hour

This document contains unpublished, confidential and proprietary information of PROVIDER, Inc. No disclosure, duplication or use of any portion of the
contents of these materials, for any purpose, may be made without the prior express written consent of PROVIDER, Inc.

SOW No. 1
Page 17

modify the Client requirements, and PROVIDER provided

software, the interface, Internet connectivity, to develop or
modify reports, or for other technical services.
Item

Description

Proposal Term

The above prices are valid for 30 days

After call work

After call work services would be included within the total average
handling time used for billing.

Long Distance
Charges

Domestic Long distance and telecommunication charges are not

included in the above pricing. T1 connectivity, if required, will be
assessed and billed separately.

Access to back
end system

PROVIDER and Client would jointly develop and implement the most
efficient method of accessing the designated back end system and
such implementation charges will be scoped and billed per the above
professional services fees.

Monthly Minimum
and forecasting

Minimum Monthly Fee shall be the greater of (i) Agents committed

under this SoW or (ii) 85% of lock-in forecast volume for the month.

PROVIDER Facility

The pricing in this proposal is based on utilizing PROVIDERs Philippines

facilities.

Implementation
time
Contract Terms

PROVIDERs Consulting group, upon the completion of an SOW, will

assess implementation time.

Proposal

This proposal is not a definitive agreement. The parties have to sign a

mutually agreed upon Master Services Agreement for the services to
be rendered by PROVIDER.

Deposit

Client agrees to furnish a deposit to PROVIDER for the Services

rendered. The amount of deposit will be subject to PROVIDER credit
approval process.

Terms and prices submitted are based on a three-year contract.

Deposit is not a replacement for monthly invoice, implementation fee

or other charges.
Deposit is returnable to Client upon conclusion of Services rendered at
the end of the this contract, minus any outstanding balances.

This document contains unpublished, confidential and proprietary information of PROVIDER, Inc. No disclosure, duplication or use of any portion of the
contents of these materials, for any purpose, may be made without the prior express written consent of PROVIDER, Inc.

SOW No. 1
Page 18

APPENDIX B - TECHNICAL ESCALATION PROCEDURES

(SALES HAND-OFF TO IT SUPPORT)
Primary Technical Contacts
PROVIDER and Client have provided the following designated contacts that are authorized to
respond to technical emergencies and escalations:

Client Technical Escalation Information

Name

Organization

Email Address

Phone No.

Pager
No.

Cell
Phone
No.

Hours
on Call

Phone No.

Pager
No.

Cell
Phone
No.

Hours
on Call

N/A

N/A

7 x 24

NOTE: Name of mailbox subject to change

PROVIDER Technical Escalation Information

Name

Helpdesk

Organization

Help Desk

Email Address

helpdesk@PROVIDER.com

1-877-818-8547

This document contains unpublished, confidential and proprietary information of PROVIDER, Inc. No disclosure, duplication or use of any portion of the
contents of these materials, for any purpose, may be made without the prior express written consent of PROVIDER, Inc.

SOW No. 1
Page 19

Purpose and Scope

PROVIDER has established a set of standard Client Escalation Procedures available to all clients.
These escalation procedures are outlined below. PROVIDER has made an effort to address all
operational aspects of providing continued service to clients. However, we recognize that
clients might require additional procedures unique to their operational needs. To address these
unique requirements outside of the standard escalation procedures, PROVIDER can work with
each client to create customized business resumption and escalation procedures as needed.
This document serves as the standard PROVIDER Client Escalation Procedure. This procedure
documents both Client and PROVIDER responsibilities with regards to notification, ongoing
communication and correction of problems arising from an outage in services caused by
systems and internal operational elements under the control of PROVIDER or caused by
external elements outside of the direct control of PROVIDER. Specifics as to the PROVIDER
service (the Service) to be provided to the Client are set forth in Clients Statement of Work
(SOW), which is incorporated, signed into and made a part of the Agreement.
For reference, policies and procedures for system backup and recovery are stated in the
PROVIDER Backup and Offsite Storage Policies document. The document can be obtained by
contacting your PROVIDER Account Executive.
Event Notification
PROVIDER shall provide initial notice to a designated Client representative by telephone, e-mail,
pager or comparable notification service within 1 hour of PROVIDER becoming aware of an
event that has caused or may cause an unscheduled outage or security breach problem. Client
must provide a valid pager number, fax number, voice mail or email address to PROVIDER
Helpdesk for this purpose.
Client is solely responsible for providing accurate contact information for Clients designated
point of contact. In the event Client first becomes aware of such outage or security breach
event, Client shall promptly provide initial notice to PROVIDER via the assigned PROVIDER
Helpdesk Number provided to Client. In the event of critical outages, status reports about the
event will continue on the hour until either the event has been resolved or both PROVIDER and
Client have determined a course of action that does not require continued notification.
Client Technical Support
PROVIDER will provide 7x24 customer service in support of Clients customer service solution
via email, voice and voice mail for the purpose of these Client Escalation Procedures. The
customer service center can be used to log problem reports or request assistance with system
usage. Details of PROVIDER and Client responsibility for the applications and services are
outlined in the SOW.

Monitoring Services
Monitoring Services refer to the ability of PROVIDER to observe the performance and availability
of system, application and network components of the customer service solution in real-time
and identifying problems with such components that indicate an outage of services. PROVIDER
will perform 7x24 system-level monitoring, including polling of the hardware, operating system
and applications in order to detect abnormal system conditions. Key system metrics monitored
by PROVIDER include:

Hardware malfunctions
Server uptime

This document contains unpublished, confidential and proprietary information of PROVIDER, Inc. No disclosure, duplication or use of any portion of the
contents of these materials, for any purpose, may be made without the prior express written consent of PROVIDER, Inc.

SOW No. 1
Page 20

File System and Space utilization

CPU utilization
Memory utilization
Application Service availability
Wide-Area network uptime
Intrusion Detection and logging

For equipment directly under the control of PROVIDER, PROVIDER utilizes hardware sparing and
redundant equipment whenever possible to address malfunctioning equipment outages.
Problem Categories and Priorities
PROVIDER has established a standard problem management procedure to identify, categorize
and track problems with the operational and hosted solutions under its direct control. Problems
are categorized and prioritized by order of importance to our Clients. PROVIDER assigns a case
number to the problem when a client initiates a problem report by notifying the PROVIDER
Helpdesk.
The PROVIDER Helpdesk can be reached at numbers listed at the beginning of this document.
There are four categories of problems ranging from Emergency (Priority 1) to Assistance
(Priority 4.)
Priority 1 - Emergency: A major or catastrophic system or network outage with no known
or accepted immediate workaround. All available resources are applied to resolve the
problem continuously. Examples of typical emergencies are:
Total outage of an application system, service or Voice infrastructure
Partial outage of an application system (e.g. more than 50% of Clients users are
affected) with considerable restrictions of use
Loss of data, information integrity or interfaces
Considerable loss of redundancy due to outage of communication links, network, or
server stand-by units.
All security incidents with major impact to Clients operation at PROVIDER.
Priority 2 - Critical: A problem resulting from the system not meeting technical
specifications and/or performance. Portions or aspects of the system are inoperable but the
core portion of the system is available. All resources are applied to resolve the problem
continuously. Examples of typical critical problems are:
Unavailability of Reports
Unavailability of voice lines, routing problems or system resource issues
Inability of some users to login to the system due to security or access control issues
Malfunction of a major feature of the system
Security breaches and virus attacks with significant impact to Clients operation at
PROVIDER.
Priority 3 - Non-Critical: Problems, which require technical advice or a solution for minor
and non-emergency problems. A work around is available and there are no major
operational or security impacts. Resources are applied to resolve the problem within
mutually agreed upon timeframes based on the nature of the problem.
Priority 4 - Assistance: Minor, non-disruptive operational error or function, general
questions, or enhancement requests for new functionality or a change in existing
functionality with little immediate operational impact. Resources are applied to resolve the
problem within mutually agreed upon timeframes based on the nature of the problem.
This document contains unpublished, confidential and proprietary information of PROVIDER, Inc. No disclosure, duplication or use of any portion of the
contents of these materials, for any purpose, may be made without the prior express written consent of PROVIDER, Inc.

SOW No. 1
Page 21

Problem Resolution Response Times

The following table indicates PROVIDERs problem resolution goals. These resolution goals
apply to all problems related to systems and services under the direct control of PROVIDER.
Problem resolution or workaround time commences after the problem has been identified and
reproduced by PROVIDER. A Call Back procedure is followed by PROVIDER to notify clients
affected by priority 1-3 problems. Clients must provide PROVIDER Helpdesk with up to date
contact information and a preferred method of communication for all notifications. Clients
primary contact shall have the authority to make decisions on behalf of Client to facilitate a
rapid resolution of all problems.
Case Priority
Priority
Priority
Priority
Priority

1
2
3
4

Call Back time After Case is

Opened by PROVIDER
Helpdesk
1 hour
2 hour
1 day
TBD

In priority 1 and priority 2 cases that are as a result of PROVIDER system problems,
PROVIDER shall work around the clock until a resolution or workaround is reached.
All priority 1 problems are escalated internally as follows:
Priority 1
Impact
Duration
0-1 hour
> 1 hour
> 2 hours
> 4 hours

Customer Care Operations

Next Level Manager
Contacted
Client Services Manager
Program Team Manager /
Operation Manager
Program Director
VP of Operations

Information Technology
Next Level Manager Contacted
IT Support Engineer
Manager of Help Desk / Consulting
Manager
Director of Consulting Services
Chief Information Officer

In priority 3 cases, PROVIDER shall use commercially reasonable efforts to notify the Client and
resolve problems as quickly as is reasonably practical. Resolution to problems with priority 4
depends on the scope and nature of the request (typically a programming or enhancement
request) and cannot be accurately forecasted. If a problem cannot be resolved permanently, a
temporary resolution will be implemented to the extent possible based on mutual agreement
with Client.

This document contains unpublished, confidential and proprietary information of PROVIDER, Inc. No disclosure, duplication or use of any portion of the
contents of these materials, for any purpose, may be made without the prior express written consent of PROVIDER, Inc.

SOW No. 1
Page 22

Escalation and Problem Resolution Procedures

If the Source of the Problem is External to PROVIDER

When there is a site and/or system problem that is external to PROVIDER (such as unavailability
of the Client Web Site or back-end application system or tools):
A) Client shall notify the PROVIDER Helpdesk within one hour of noticing the outage.
B) PROVIDER will "troubleshoot" the problem as appropriate to determine the impact of the
problem to systems and networks under the control of PROVIDER. If the problem is as a
result of systems and facilities outside the control of PROVIDER, Client shall assign a
designated resource to PROVIDER to address the problem within a mutually agreed upon
timeframe.
C) PROVIDER shall contact Clients designated support staff to inquire about the problem
periodically until the problem is resolved. Clients designated support entity must be
listed at the beginning of this document.
D) Clients designated support staff shall respond to PROVIDER inquiries with timely
updates in 60-minute intervals until the problem is resolved.
E) In the event of a technical problem with Clients call tracking system, email
management system, or any Client system directly used by PROVIDER Agents, problems
may have a direct impact on PROVIDERs ability to meet the agreed upon service levels.
In such cases, PROVIDER reserves the right to waive the agreed upon Service Level
measures or customer care as long as the problem remains unresolved by the Client.

If the Source of the Problem is Internal to PROVIDER

When there is a system or operational problem that is internal to PROVIDER (such as

unavailability of the voice systems, applications or network access):
A) Client shall contact the PROVIDER Helpdesk to report an exact detail of the problem as
soon as Client notices the problem. A PROVIDER Helpdesk Analyst will receive the call
and open a ticket for the problem under an assigned priority. In the event that an
Analyst is not reachable, a voice mail or Page may be left for the on-call support analyst
at PROVIDER. The Helpdesk shall return all voice mails and pages within 30 minutes.
B) PROVIDER Analysts will "troubleshoot" the problem as appropriate to determine if the
problem is related to systems and networks under the control of PROVIDER. If the
problem is as a result of systems and facilities under the control of PROVIDER, a
designated resource from PROVIDER will be assigned to address the problem.
C) PROVIDER Analyst shall notify Clients designated point of contact within one hour of
noticing an outage.
D) PROVIDER Analyst shall provide Client with updates in 60-minute intervals until the
problem is resolved.
E) In the event of a major catastrophic impact to Clients operation at PROVIDER caused by
systems under PROVIDERs direct control, PROVIDER shall exercise the Clients agreed to
Disaster Recovery plan to resolve the problem.
Scheduled Maintenance Policy
To maintain and enhance PROVIDERs hosted applications, network infrastructure and
communication systems, we have established a scheduled weekly maintenance window. The
time periods below represent a designated window of time that scheduled and routine
maintenance activity may be planned without prior notice. PROVIDER will attempt to minimize
the impact of the scheduled maintenances as much as possible without impacting systems
future uptime and availability. Though the systems might not become unavailable every week
during the scheduled times listed below, clients should assume and plan for momentary
outages during these timeframes accordingly.
Day of the Week
Tuesday

Start Time
10:00 PM (CST)

End Time
12:00 AM (CST)

This document contains unpublished, confidential and proprietary information of PROVIDER, Inc. No disclosure, duplication or use of any portion of the
contents of these materials, for any purpose, may be made without the prior express written consent of PROVIDER, Inc.

SOW No. 1
Page 23

Day of the Week

Thursday
Sunday

Start Time
10:00 PM (CST)
12:00 AM (CST)

End Time
12:00 AM (CST)
4:00 AM (CST)

In addition to regularly scheduled maintenance, PROVIDER may at times perform emergency

maintenance. Whenever possible, PROVIDER shall make commercially reasonable efforts to
provide Client with forty-eight (48) hours prior notification of all scheduled maintenance
procedures arising from emergencies.
Modification of Escalation Procedures
Client acknowledges that from time to time, PROVIDER may be required to modify terms and
conditions of this Client Escalation Procedure as required by third-party vendors. PROVIDER
shall notify Client of any such Required Modification. Client shall have five (5) business days to
review such modification and notify PROVIDER of its acceptance or rejection of same. Failure to
affirmatively reject shall be deemed an acceptance under this section.

This document contains unpublished, confidential and proprietary information of PROVIDER, Inc. No disclosure, duplication or use of any portion of the
contents of these materials, for any purpose, may be made without the prior express written consent of PROVIDER, Inc.

SOW No. 1
Page 24