EXHIBIT 10.2
 
CONFIDENTIAL TREATMENT REQUESTED – CONFIDENTIAL PORTIONS OF THIS DOCUMENT HAVE
BEEN REDACTED AND HAVE BEEN SEPARATELY FILED WITH THE COMMISSION. THE OMITTED
PORTIONS HAVE BEEN REPLACED WITH “[***].”

 
Change Management Form #6
to Statement of Work #3

Statements of Work (“SOW”):
Support.com, Inc. (“Vendor”) Xfinity Home Remote Support, SOW #3 dated March 21,
2014 (“SOW #3”), under Master Services Handling Agreement dated October 1, 2013.
PCR No.:
Originator:  Joy Park
Date: April 6, 2015
Department: NCO
Phone #: [***]
Title: Vice President
Locations Impacted: Work From Home Agents
Requested Implementation Date: April 22, 2015
Estimated Hours: (LOE)
X Billable         oNon-Billable
Billing Rate/Hour: See below
Fixed Fee Cost (if applicable) – N/A
Type of Change: Comcast and Vendor agree to revise SOW #3 as set forth
below.  Unless specifically provided in this Change Management Form, all other
terms of SOW #3 remain unchanged.
Scope of Change:
TMinor (Anything within current contract)
oMajor (may require contract amendment)
MUST BE REVIEWED BY Business and/or P&L Owner
Area(s) of Change
    Accounting/Payroll
    Network
    Data Processing
    Resource Planning
    General Facilities
    Quality Assurance
    Human Resources
    Telecom
    IT/BI
    Training
    Operations
    Recruiting
    Other: Scope of Services, Hours of Operations

The parties for good and valuable consideration, the receipt of which is hereby
acknowledged, hereby agree to amend SOW #3 as follows:

1.  
Section 1.1(c) titled “Language Support” is hereby deleted in its entirety and
is replaced with the following:

 
(c)  Language Support – Vendor shall provide the Services in English and shall
maintain the capacity to provide Services to at least [***]of all calls in
Spanish unless otherwise agreed to in writing by the parties through the Change
Management process (as defined in Section 13 below).

2.  
Section 6.4(b) titled “Hours of Operations” is hereby deleted in its entirety
and is replaced with the following:

 

 
(b)  Unless otherwise expressly provided herein, Services will be provided to
Comcast 24 x 7 (Sunday through Saturday) in English; and 6:00 AM through 11:00
PM MST (Sunday through Saturday) with additional Spanish support (the “Operation
Hours”) as forecasted.  Notwithstanding the foregoing, Comcast may revise the
Operation Hours by providing Vendor with fifteen (15) days prior written
notice.  Comcast may revise the foregoing Operation Hours to required staffing
needs during the ramp-up period.
 

 
3.  
Section 8.3 titled “Overtime Rate” is amended to include the following rate
table:

 

 
Designated Facility (all WFH & CSR Type)
Spanish Productive Hour Rate
Spanish Overtime Hour Rate
Spanish Training Hour Rate
CSR Repair Agent
[***]
[***]
[***]

Comcast Authorization
Comcast Representative’s
Signature                                                                _/s/
Joy Park____________________________________________________________________

Print Name_Joy
Park_______________________                                                                                         Date_4/6/15______________________________________________

Support.com Authorization
Support.com Representative’s Signature__/s/ Greg
Wrenn___________________________________________________________________

Print Name                                _Greg
Wrenn_______________________                                                         Date_4/6/15_______________________________________________

*** CONFIDENTIAL MATERIAL REDACTED AND SEPARATELY FILED WITH THE COMMISSION ***