--------------------------------------------------------------------------------

Exhibit 10.1
 
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 #7 TO STATEMENT OF WORK #1

Statements of Work (“SOWs”):
Support.com, Inc. (“Vendor”), Wireless Gateway (“SOW #1”) dated October 1, 2013
PCR No.:
Originator:  Joy Park
Date: 7/11/16
Department: NCO
Phone #: [***]
Title: Vice President
Locations Impacted: Work at Home
Requested Implementation Date: 6/22/2016
Estimated Hours: (LOE)
☒Billable         ☐Non-Billable
Billing Rate/Hour: N/A
Fixed Fee Cost (if applicable) N/A
Type of Change: Comcast and Vendor agree to modify the Service Level Targets as
set forth below.  Unless specifically provided in this Change Management Form
(“CMF”), all other terms of SOW #1 remain unchanged.
Scope of Change:
☒Minor (Anything within current contract)
☐Major (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: Service Level Targets

The parties, for good and valuable consideration, the receipt of which is hereby
acknowledged, agree to modify SOW #1 as follows:

1.
Exhibit A of SOW #1 is deleted in its entirety and is replaced with Exhibit A
attached to this CMF.

Comcast Authorization
Comcast Representative’s Signature
/s/Joy Park

Print Name          Joy Park
Date          12/09/16

Vendor Authorization
Vendor Representative’s Signature
/s/ Roop K. Lakkaraju

 
Print Name         /s/ Roop K. Lakkaraju
Date          11/21/16

 
*** CONFIDENTIAL MATERIAL REDACTED AND SEPARATELY FILED WITH THE COMMISSION ***
COMCAST and SUPPORT.COM CONFIDENTIAL
Page 1 of 3

--------------------------------------------------------------------------------

EXHIBIT A

Service Level Targets for Wireless Gateway

a.
Line Adherence: Vendor is required to meet a minimum staffing target of [***]
for each [***] interval.  The fiscal month target will be considered met if a
minimum of [***] of the total [***] intervals meet the [***] interval
requirement.  The intervals start on [***] adjusted for Comcast requested
additional training.

The below bonus applies on a fiscal calendar month, which is measured by [***]
in a fiscal month:

Actual Line Adherence
Bonus Rate
[***]
[***]

b.
VOC: Vendor shall meet the Service Level Target for Voice of Customer (“VOC”). 
VOC is measured by the Comcast customer’s scoring related to their satisfaction
with the last CSR that the customer interacted with on the phone.  A third party
survey agent conducts the automated survey after the last interaction and the
customer’s rating of satisfaction with that CSR is scored and reported out to
Vendor and CSR.

The Bonus for achievement of the Service Level Target is:

Service Level Target
Bonus Rate
[***]
[***]

c.
FCR:  Vendor shall meet the Service Level Target for First Call Resolution
(“FCR”).  FCR is measured as the total number of Unique Customers who do not
call back to the same queue initially called within [***] including [***] into
that queue not to include abandoned calls within the [***]. Unique Customers are
defined as the [***] from the same phone number.

The Bonus for achievement of the Service Level Target is:

Service Level Target
Bonus Rate
[***]
[***]

d.
ATR:  Vendor shall meet the Service Level Target for Avoidable Truck Rolls
(“ATR”).  ATR is defined as total care agent avoidable truck rolls divided by
total truck rolls scheduled.   An avoidable truck roll is determined by Comcast
technician after a truck roll is completed. If the primary reason code listed by
technician is an agent avoidable reason code (ie. could have been fixed without
a truck roll by following the Line of Questioning “LOQ”), then that truck roll
will be deemed an avoidable truck roll.

 
Service Level Target
Bonus Rate
[***]
[***]

e.
Adjusted Bonus Percentages.  In the event that Comcast elects to waive a Service
Level Target for any fiscal calendar month, Comcast shall notify Vendor of such
decision as soon as reasonably practical.  Such notice shall include the
adjusted Bonus payout percentages for the remaining metric(s) based on an equal
distribution of the Bonus that corresponded to the waived Service Level Target
to the remaining Service Level Targets.

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

COMCAST and SUPPORT.COM CONFIDENTIAL
Page 2 of 3

--------------------------------------------------------------------------------

f.
AHT Target Credit.  The AHT Target will be determined by Comcast based on the
external AHT for the same call/chat type (excluding the adjusted AHT of [***]
for disposition as long as required by Comcast) as calculated based on the then
current fiscal month vendor AHT average for all third party outsourced agents
handling that call/chat type. New hire CSRs AHT will be excluded from the AHT
calculation for the [***] of employment, except for CSRs hired as attrition
replacements. If Vendor’s actual AHT for a fiscal month does not exceed the AHT
Target by [***] then no credit shall be due to Comcast.  For Services managed by
Comcast divisional teams, AHT will be measured by division by aggregate line of
business and compared to the Comcast division external AHT for the same
call/chat types.  AHT shall not be effective until such time as the reporting is
available to Comcast.  If Vendor’s actual AHT for a fiscal month exceeds the AHT
Target by [***] then a credit shall be issued to Comcast. The calculation of the
credit shall be as set forth below:

[***]

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

COMCAST and SUPPORT.COM CONFIDENTIAL
Page 3 of 3

--------------------------------------------------------------------------------