Pages where confidential treatment has been requested are stamped “Confidential
Treatment Requested and the Redacted Material has been separately filed with the
Commission,” and places where information has been redacted have been marked
with (***).

Exhibit 10.24AH

 

AMENDED AND RESTATED PROCESSING AND

PRODUCTION SERVICES AGREEMENT

 

This AMENDED AND RESTATED PROCESSING AND PRODUCTION SERVICES AGREEMENT
(“Agreement”), is made and entered into effective as of the date of last
signature by a party hereto (“Effective Date”), by and between CSG Systems, Inc.
(“CSG”), with a principal office located at 9555 Maroon Circle, Englewood, CO
80112 and Time Warner Cable Enterprises LLC., a limited liability company
(“TWC”), with a principal office located at 60 Columbus Circle, New York, New
York 10023.

WHEREAS, CSG and Time Warner Cable Inc. entered into that certain ComTec
Processing and Production Services Agreement (CSG #2294504) effective as of June
18, 2003, as amended (“Original Agreement”);

WHEREAS, on or before the Effective Date, Time Warner Cable Inc. assigned all of
its rights, title and interest under the Original Agreement to TWC;

WHEREAS, CSG and Time Warner Cable Inc. entered into a Master Subscriber
Management Agreement (CSG #1926320), executed March 13, 2003 and effective as of
April 1, 2003, as amended (“Billing Agreement”) which relates to print/mail
products and services;

WHEREAS, CSG and ****** ***** ********* *** (“***”), an entity affiliated with
Time Warner Cable, Inc., entered into a Processing and Output Services Agreement
(CSG #2500363) executed December 31, 2012, as amended (“*** *********”) which
relates to print/mail products and services;

WHEREAS, CSG and TWC desire to amend and restate the Original Agreement, to
transfer print/mail products and services, described herein as Products and
Services, from the Billing Agreement to this Agreement, and to establish a
procedure whereby *** may receive Products and Services hereunder;

NOW, THEREFORE, in consideration of mutual covenants and agreements contained
herein, the parties agree as follows:

1.Definitions.  As used herein, the following terms shall have the meanings set
forth below:

“ACP Client” shall mean any Client that receives bill processing from CSG under
the Billing Agreement and will receive Products and Services under this
Agreement.  ACP Clients as of the Commencement Date are described in Exhibit K.

“Addendum” shall mean the agreement in the form of Exhibit L between *** and CSG
for the provision of Products and Services to *** under the terms and conditions
of this Agreement.

“Allocated Monthly PDF Service Fee” shall mean $******.

“Client” or “Clients” shall mean TWC, and each TWC Company that receives
Products and/or Services pursuant to this Agreement.  

“Commencement Date” shall mean May 1, 2014.

“Control” (including the terms "controlling," "controlled by" and "under common
control with") shall mean, in relation to any business entity, the ownership
directly or indirectly of fifty percent (50%) or more of the outstanding voting
securities or capital stock of such business entity, or any other comparable
equity or ownership interest with respect to a business entity other than a
corporation, or the possession, either directly or indirectly, of the legal
power to direct or cause the direction of the general management of the entity
in question, whether through the ownership of voting equity interests, by
contract, or otherwise.

“Customer” means any customer or subscriber of a Client.

1

 

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

***

Confidential Treatment Requested and the Redacted Material has been separately
filed with the Commission.

Exhibit 10.24AH

 

“Electronic Billing” shall have the meaning set forth in Section 3(f) of this
Agreement.

“Electronic Billing Systems” shall mean any Client or third party systems that
provide electronic presentment or payment of Customer bill statements on behalf
of Clients.     

“Export Approved Countries,” if applicable to the Services and Products under
this Agreement, shall mean *********, ******, ***** ****, ********* ********,
*********, *****, ******, ******, ***********, *********, ** ********, ********
** ******** and ************ ** ********.

“Letter of Authorization” or “LOA” shall mean an agreement executed by CSG and
any Client for the provision of CSG professional services to Client in
connection with Products and/or Services at an estimated fee of less than
$*********.

“Materials” shall mean paper and envelopes.

“Migration Services” shall have the meaning set forth in Section 3(d) of this
Agreement.

“Migration to CSG” shall have the meaning set forth in Section 3(d) of this
Agreement.

“Migration SOW” shall have the meaning set forth in Section 3(d) of this
Agreement.  “Non-ACP Client” shall mean any Client which receives bill
processing from a third party bill processor or via a Client proprietary billing
system.  Non-ACP Clients as of the Commencement Date are described in Exhibit
K.  

“Other Mediums” shall mean mediums that Clients may elect from time to time
including but not limited to website and desktop applications, wireless devices,
etc. through which PDF Images may be viewed.

“PDF Images” shall mean a Customer’s statement in the form of a .pdf image
exactly as a hard copy version of the statement would appear to the applicable
Customer (front and back), including customized statement messages and
advertisements.  

“PDF Presentment Services” shall mean the services defined in Exhibit A, Section
9 and in Exhibit A-4.

“Pricing Schedule” shall mean Exhibit C, Fees, to this Agreement.

“Products” shall mean any software or other products licensed or otherwise
provided by CSG to Clients under this Agreement, including but not limited to
those described on Exhibit B hereto and/or as listed on Exhibit C hereto.

“Services” shall mean the processing, print and mail and other services provided
by CSG under this Agreement, including but not limited to those described on
Exhibit A hereto and/or as listed on Exhibit C hereto.

“Statement of Work” or “SOW” shall mean an agreement executed by CSG and any
Client for the provision of CSG professional services to Client in connection
with Products and/or Services at an estimated fee of more than $*********.

“Technical Services” shall mean professional services provided by CSG.

“Technical Services fee” shall mean the Technical Services fee as set forth in
Exhibit C, Fees, Section 3.B.IV., Optional Services.

“Third Party Systems” shall mean third party systems not provided by TWC through
which PDF Images may be viewed.

“TWC Company or “TWC Companies” shall mean (a) Time Warner Cable Inc. and/or
Time Warner Entertainment-Advance/Newhouse Partnership, or (b) any entity that
is majority-owned by TWC and/or one or more of the foregoing entities, or (c)
any corporation, partnership, limited liability company or other entity which is
managed in whole or in

 

significant part by any entity described in clause (a) or (b) above or through
managers designated by any entity described in clause (a) or (b) above.

“TWC Design Look and Feel” shall have the meaning set forth in Section 13(c) of
this Agreement.

“TWC Marks” shall have the meaning set forth in Section 13(b) of this Agreement.

“USPS” shall have the meaning set forth in Section 3(f) of this Agreement.

2.Term.  This Agreement shall commence as of the Effective Date and shall expire
on April 30, 2019.  As of the Commencement Date, the Original Agreement shall be
superseded by the terms of this Agreement with respect to Products and Services
hereunder; provided, however, that the Statements of Work and/or Letters of
Authorization described in Exhibit J shall remain in effect and be governed by
this Agreement.  

3.Services and Products.  

(a)As of the Commencement Date, CSG will provide Products and Services to ACP
Clients.  Concurrently herewith, CSG and Time Warner Cable Inc. are negotiating
an amendment to the Billing Agreement to delete print/mail products and services
in the Billing Agreement, including but not limited to paragraph B. of the
Section in Schedule F of the Billing Agreement titled “********** ****” (as set
forth in the Fifty-Ninth Amendment to the Billing Agreement) (“Billing Agreement
Amendment”).  The parties thereto agree to sign the Billing Agreement Amendment
to be effective on May 1, 2014.  In the event that any print/mail products and
services under the Billing Agreement are not identified under this Agreement as
Products and Services as of the Commencement Date, CSG will continue to provide
such print/mail products and services to ACP Clients under the terms of the
Billing Agreement until the effective date of an amendment to this Agreement to
incorporate such print/mail products and services on terms and pricing no less
favorable than in the Billing Agreement.

(b)At any time during the Term of this Agreement, *** may elect to receive
Products or Services in accordance with the terms and conditions of this
Agreement by giving CSG at least thirty (30) days’ prior written notice of such
election to CSG and TWC.  At any time following such notice from ***, CSG may
provide *** with copies of this Agreement and any subsequent amendments thereto
promptly after execution by CSG and TWC without prior notice to TWC and without
violating the provisions of Section 9, Confidentiality.  *** and CSG shall
execute an Addendum in the form of Exhibit L to document such election and, as
of the effective date thereof, *** may receive Products and Services
hereunder.  The Addendum shall not vary the terms and conditions of this
Agreement as it applies to *** without TWC’s prior written consent.  CSG shall
provide a copy of the Addendum (and any subsequent amendments thereto) to TWC
promptly after execution by CSG and ***.  If CSG and *** make any such
variation, then CSG agrees that, upon TWC’s election, Clients shall be entitled
to any rights or benefits in favor of *** set forth in any such variations, and
CSG will provide TWC with confirmation of such variations.  Notwithstanding the
above, CSG may provide print/mail products and services to *** under and
Addendum, as it may be amended from time to time, that are not Products and
Services under this Agreement without TWC’s prior written consent and such shall
not be considered a variation hereunder.  TWC shall not be responsible for ***’*
compliance with this Agreement or for the acts or omissions of ***.  Instead, if
*** elects to receive Products or Services hereunder, CSG shall look only to ***
for payment of all amounts owed to CSG, and performance of any other obligations
hereunder, as they relate to ***.

(c)Any TWC Company (at its option) may purchase Products and Services pursuant
to this Agreement by (i) submitting a purchase order therefor to CSG or by an
amendment mutually acceptable to the parties, and (ii) where Client is migrating
print/mail services from a different provider or contract to this Agreement,
such Client shall also enter into a mutually agreed upon Statement of Work for
Migration Services (as defined in paragraph (d) below).  Schedule K shall be
amended to include such TWC Company’s sites.

(d)Where migration from a different print/mail vendor or a different contract
will occur in connection with any Products and/or Services purchased by a Client
hereunder (a “Migration to CSG”), CSG and Client shall enter into a Statement of
Work pursuant to which CSG shall provide the following Services (collectively,
“Migration Services”):

 

(i) programming and implementation of the Client’s proprietary bill statement
design provided by the Client to CSG;

(ii) programming and implementation necessary in order for CSG to process, print
and mail all hard copy bill statements;  

(iii) programming and implementation of the PDF Presentment Services and support
to third party Electronic Billing Systems, Third Party Systems and Other Mediums
in accordance with this Agreement and SOWs; and

(iv) any other activities, including letters, that are mutually agreed upon in
connection with the Migration to CSG.

 

Where a Migration to CSG involves the Migration Services described in paragraphs
(d)(i) or (d)(ii) above, then unless otherwise agreed by such Client in writing,
CSG may not charge any fees or expenses for such Migration Services, except for
any reasonable out-of-pocket travel expenses that are mutually agreed upon in
writing in a Statement of Work for such Migration Services (“Migration
SOW”).  Where a Migration to CSG involves the Migration Services described in
paragraphs (d)(iii) or (d)(iv) above, then, subject to mutual agreement of the
parties, CSG may charge fees and expenses for such Migration Services, including
any reasonable out-of-pocket travel expenses, that are mutually agreed upon in
writing in the Migration SOW, computed on the basis of the Technical Services
fees.  Migration Services shall be deemed to be complete when the services set
forth in each Migration SOW are accepted by Client(s), except that the Migration
SOW for Customer billing statements will be deemed complete once CSG has printed
and mailed the first live Customer billing statement for each bill cycle to be
migrated.  After completion of each Migration SOW, the Client shall have a
period of ***** (**) days to identify and communicate to CSG any problems
identified by the Client in connection with the printing and mailing of such
billing statements or services under such Migration SOW, provided that such
problems arise from CSG’s failure to meet the requirements of the Migration
SOW.  CSG agrees to correct any such problems at ** ****** to the Client.  Any
technical and programming services requested by the Client subsequent to
completion of the Migration Services (except for any issues identified within
the ***** (**) day window described above) shall be performed by CSG for a fee
computed on the basis of the Technical Services fees.

(e)CSG shall provide the Services and Products to Clients for the prices set
forth in the Pricing Schedule.    

(f)During the Term, each Client hereunder shall use CSG as its sole and
exclusive provider of services for the printing and mailing, through the United
States Postal Service (“USPS”), of its Customers’ monthly bill statements solely
to the extent described on Exhibit H; provided, however, that such obligation
shall not apply with respect to any cable system or business unit (i) that will
undertake a Migration to CSG until the Migration to CSG is completed; or (ii)
acquired by a Client and within the scope described on Exhibit H for the term
(which shall not include any optional renewals) of any existing agreement with a
different print and mail vendor or a different contract with CSG applicable to
such cable system or business unit.  Notwithstanding the foregoing, under no
circumstances shall such obligation be deemed to apply to the generation or
viewing of images of Customer bill statements or to electronic presentment or
payment of Customer bill statements (collectively, “Electronic Billing”).  CSG
understands and agrees that Clients may purchase or receive services from third
parties, and license or receive products from third parties, that are similar to
the Services and Products with respect to (i) any part of its business that is
not expressly included within the scope of exclusivity described on Exhibit H;
and (2) Electronic Billing.    Without limiting the Products and/or Services
that may fall within the term “Electronic Billing” hereunder in the future, the
parties agree that, as of the Commencement Date, the Services provided under
this Agreement that fall within the term “Electronic Billing” are as
follows:  PDF Presentment Services, Statement Express, Statement Express API,
Exact View and Exact View API.  With respect to any Client that is subject to
the exclusivity obligations described in the first sentence of this Section
3(f), CSG acknowledges and agrees that it is not a violation of such exclusivity
obligations if such Client sells, transfers or otherwise divests any cable
system(s) or business unit(s) receiving Products and/or Services under this
Agreement (whether such transaction takes the form of a conveyance of assets or
equity, merger, consolidation or other business reorganization).  For purposes
of the preceding sentence, “divest” shall mean a sale or transfer to an entity
that is not a TWC Company.

(g)Subject to each Client’s compliance with any applicable exclusivity
obligations it may have under Section 3(f) above, any Client may, by notice to
CSG from time to time, add or remove cable systems or business units, as
applicable, with respect to which it will receive Services and Products
hereunder.  

(h)A Client may modify specifications for a particular Service by furnishing
revised specifications in writing to CSG, which completely replace the previous
specifications.  If such a modification would result in significant
out-of-pocket

 

costs for CSG to perform the required Service, as so modified by such Client,
then (i) CSG shall promptly notify Client of such increased costs and shall set
forth in writing and in reasonable detail the basis for calculating any such
increase in cost, and (ii) CSG and such Client shall negotiate in good faith to
determine a reasonable price increase for the performance of such Service
pursuant to such modified specification.  If CSG and such Client cannot reach
mutual agreement on the price relating to such modification, then CSG shall not
proceed with performance of such Service pursuant to such modified
specification.

4.Support Services.

CSG shall provide each Client with technical support and maintenance of the
Products and Services as described on Exhibit G hereto (“Support Services”).  In
the event that CSG and the applicable Client disagree about the appropriate
severity level classification of the reported problem, then the **************
** *** ******* **** ** ****** ***** ******.  

5.Service Level Agreement.  

CSG shall provide the Products and Services in accordance with the service
levels described in Exhibit I.

6.Invoicing and Payment; Audit Rights.  

(a)All Clients shall be aggregated for purposes of determining the applicable
fee rate pursuant to the Pricing Schedule (where any such fees fluctuate based
on volume); but once such rate(s) have been determined, CSG shall invoice each
Client separately for the fees relating solely to Products and Services provided
to such Client in accordance with the applicable Client’s invoicing instructions
(for example, invoicing address and separate invoices relating to residential
vs. business Customers).  Invoices will be rendered monthly by CSG to each
Client and payment for all invoiced amounts (other than any amount disputed by a
Client in good faith) shall be due net ********** (**) **** from the date of the
invoice.  With respect to disputed amounts, once the billing dispute is
resolved, payment shall be made by the applicable Client within *** (**) ****
following such resolution.  All payments shall be sent to the address of CSG set
forth on the applicable invoice.

(b)During the Term, the Termination Assistance Period and for one year
thereafter, (i) CSG shall maintain complete and accurate books and records to
substantiate CSG’s charges invoiced hereunder, and (ii) TWC (or an independent
third party on behalf of TWC) shall have the right to inspect, copy, verify and
audit such books and records at any time upon *** (*) ***** prior written notice
in order to verify that CSG’s charges to Clients under this Agreement are in
accordance with this Agreement.  Any information provided to TWC or its
designated third party under this Section, and any information derived from, and
the process of, such review shall constitute CSG’s Confidential Information and
shall be subject to the terms of Section 9.  Any overcharge of a Client
discovered in connection with an audit of CSG by TWC shall be ******** to the
applicable Clients within ****** (**) **** of the completion of such audit.  If
such an audit uncovers an overcharge of Clients exceeding **** ******* (**) for
the audit period, then *** shall promptly ********* *** for all **********
******** ******** in the conduct of such audit.  TWC may perform such audit only
during CSG’s normal business hours and may not unreasonably disrupt CSG’s
business operations.  CSG, and its employees, agents and representatives, will
cooperate with TWC’s reasonable requests that are within the scope of the audit
permitted above.

7.Taxes.  All applicable taxes, fees, levies, imposts, duties, withholding or
other taxes, exclusive of those relating to CSG’s net income (including any
interest and penalty thereon) arising from the provision of the Services to a
Client are to be paid by such Client.  Each Client will indemnify and hold
harmless CSG from and against any liability arising out of a third party claim
for such taxes, fees, levies, imposts, duties, withholding or other taxes,
exclusive of those relating to CSG’s net income (including any interest and
penalty thereon) arising from the provision of the Services to such Client.  ***
and such ****** shall comply with the *************** ********** set forth in
******* **.

8.Account Management.  CSG agrees to maintain dedicated account management for
Clients and to use its commercially reasonable efforts to minimize the turnover
of Clients’ account managers.   At no charge, CSG will hold twice-yearly on site
(as requested) statement summits with Clients to review project metrics and
conduct planning and prioritization of upcoming initiatives.  The purpose of
these meetings shall be to maintain open lines of communications between Clients
and CSG as well as to share technical information between Clients.  CSG shall
facilitate conference calls at Client request (collectively, “User Group
Meetings”) in order to discuss topics of relevance to Clients and solicit
Clients’ input in order to

 

improve CSG’s level of service provided to Clients including, without
limitation, bill design and redesign issues, successful database driven
upsell/advertising campaigns on bill statements, future intelligent messaging
campaigns, retention strategies, use of planet codes, use of imaging solutions,
other marketing, customer service, information technology, and billing and
finance issues of Clients.  All User Group meetings shall be hosted by CSG at
CSG’s sole expense.

9.Confidential Information.  

(a)Clients, on the one hand, and CSG, on the other hand, will treat as
confidential all of the following information received by such party hereunder
(the “Receiving Party”) that is provided by the other party hereto (the
“Disclosing Party”): any information or data that is (i) fixed in a tangible
medium (including any electronic medium) and furnished by the Disclosing Party
to the Receiving Party under this Agreement and marked as the confidential or
proprietary information of the Disclosing Party; or (ii) which, if disclosed
orally, is identified by the Disclosing Party at the time as being confidential
or proprietary and is confirmed by the Disclosing Party as being Confidential
Information in writing within ****** (**) **** after its initial disclosure.  In
addition, CSG acknowledges that all information and data relating to the
residential or commercial Customers of a Client, in whatever form provided,
shall constitute Confidential Information of such Client.  Further, the terms
and conditions of this Agreement shall constitute Confidential Information of
each party hereto.  The Receiving Party will make the same effort to safeguard
the Confidential Information of the Disclosing Party as it does in protecting
its own proprietary data but in no event less than reasonable care.  All data
and other information provided to CSG by a Client shall remain the exclusive
property of such Client.  The Receiving Party will not disclose or make
available the Confidential Information supplied by the Disclosing Party to
anyone other than its employees agents, or third party contractors who have a
need to know the information for purposes of conducting the Receiving Party’s
business, or provision or consumption of Products or Services and who agree to
comply with  restrictions with respect to the Confidential Information that are
no less restrictive than the use and nondisclosure obligations (and, in the case
of Personal Information, the privacy and data security obligations) of this
Agreement that are applicable to such Confidential Information.  Unless use and
access of Confidential Information is at the request and direction of the
Disclosing Party, the Receiving Party shall be responsible under this Agreement,
as though it were the Receiving Party’s act or omission, for any violation of
the provisions of this Section 9 that is caused by the acts or omissions of any
third party to which it has disclosed any Confidential Information of the
Disclosing Party. Each party shall notify all employees, third party contractors
and agents who have access to Confidential Information or to whom disclosure is
made that the Confidential Information is the confidential, proprietary property
of the Disclosing Party and shall instruct such employees, agents and third
party contractors to maintain the Confidential Information in strict
confidence.  In the event of any conflict or inconsistency between the
provisions of this Section 9(a) and Section 10, the provisions of Section 10
shall control and prevail.  The Receiving Party shall use the Confidential
Information of the Disclosing Party only for the purpose of fulfilling its
obligations under this Agreement and, in the case of TWC as the Receiving Party
also for the purpose of using the Products and Services.  

(b)The Receiving Party shall be relieved of the obligations of Section 9(a) with
respect to information it can establish through credible evidence:  (i) was in
the public domain at the time it was disclosed or has become in the public
domain through no fault of the Receiving Party; (ii) was known to the Receiving
Party, without restriction, at the time of disclosure as shown by the files of
the Receiving Party in existence at the time of disclosure; (iii) was
independently developed by the Receiving Party without any use of the Disclosing
Party’s confidential information and by employees or other agents of the
Receiving Party who have not had access to any of the Disclosing Party’s
confidential information; or (iv) became known to the Receiving Party, without
restriction, from a source other than the Disclosing Party (which source was not
bound by confidentiality restrictions) without breach of this Agreement by the
Receiving Party and otherwise not in violation of the Disclosing Party's
rights.  In furtherance of CSG’s obligations hereunder and without limiting the
foregoing, CSG agrees that, with respect to any materials that contain
personally identifiable information of a Client’s Customers that CSG discards or
disposes of under this Agreement, CSG shall properly shred any such materials in
order to avoid a disclosure of such Confidential Information of such Client.

(c)If the Receiving Party is required by any law, rule or regulation of any
governmental authority or by order of any court of competent jurisdiction to
disclose Confidential Information of the Disclosing Party, the Receiving Party
may disclose such Confidential Information to such governmental authority or
court to the extent so required, provided, that, the Receiving Party shall: (i)
give reasonable notice to the Disclosing Party in advance of such disclosure;
(ii) seek confidential treatment of such information from the entity to which
the disclosure is made; and (iii) limit disclosure of the Disclosing Party's
Confidential Information to that required to be disclosed.

 

(d)Upon the termination, cancellation or expiration of this Agreement for any
reason or upon the reasonable request of the Disclosing Party, all Confidential
Information of the Disclosing Party, together with any copies thereof, shall be
returned to the Disclosing Party or, if requested by the Disclosing Party,
destroyed, in which case the Receiving Party shall certify that such destruction
has occurred.

(e)Each of the parties acknowledges and agrees that the other would be
irreparably harmed if any of the Confidential Information were to be disclosed
to third parties, or if any use were to be made of the Confidential Information
other than that permitted herein, and further agrees that the other shall have
the right to seek and obtain injunctive relief upon any violation of the terms
of this Section, in addition to all other rights and remedies available at law
or in equity.

(f)The Receiving Party shall defend, hold harmless and indemnify the Disclosing
Party and the Disclosing Party’s owners, parent company, partners, affiliates,
subsidiaries, agents, officers, directors, managers, or employees (collectively,
the “Related Parties”) from any and all losses, damages, liabilities, judgments,
settlement amounts, costs and expenses (including, without limitation,
reasonable attorneys’ fees) arising from any third party claim, demand, action,
suit, proceeding or investigation against the Disclosing Party as a result of
the Receiving Party’s breach of its obligations under this Section 9.  The
affected parties shall comply with the indemnification procedures set forth in
Section 15.

10.

Privacy and Data Security Obligations.  

(a)For purposes of this Agreement:

 

“Personal Information” means any information or data that identifies an
individual or from which an individual may be identified that is provided or
made available to CSG by Clients, and accessed, received, controlled, stored,
processed, transmitted, maintained, or possessed by CSG, in connection with the
provision of Products and/or Services under this Agreement for or on behalf of
Clients, including, without limitation, an individual’s name, address, telephone
number, driver’s license, identification card or passport numbers, personal
identification codes or numbers, electronic mail names or addresses, account
numbers,  and other similar information, however described, as defined under
applicable law.  

(b)In connection with its performance of the Services hereunder, and in addition
to any other of its obligations set forth herein, CSG: (1) acknowledges that CSG
is responsible for the privacy and security of the Personal Information that
CSG, at any time, accesses, stores, processes, transmits, or otherwise
possesses, for such time as the Personal Information remains in CSG’s or its
Permitted Subcontractors’ (as defined in Section 10(k) below) possession or
control; and (2) shall comply with and adhere to all applicable laws, in each
case as such may be amended, modified, supplemented, or replaced from time to
time (“Security Requirements”).

(c)Subject to Section 10(f) below, if requested by TWC, CSG shall, not more than
once per year, provide TWC with such evidence, information, and documentation as
is reasonably necessary to demonstrate and confirm CSG’s compliance with the
Security Requirements and the requirements of this Section 10.

(d)In connection with the Services provided by CSG under this Agreement, Clients
may provide to CSG and CSG may access certain Personal Information (orally, in
writing, or in any other form or media) relating to Customers, potential
Customers, employees, or independent contractors of Clients or TWC
Companies.  CSG shall use its commercially reasonable efforts to protect the
confidentiality and security of the Personal Information. CSG acknowledges and
agrees that the Personal Information is, as between CSG and Clients, the sole
property of the applicable Client, and shall be considered Proprietary
Information hereunder. CSG shall use Personal Information for the purpose of
providing Services pursuant to this Agreement and for other purposes that are
expressly agreed upon between CSG and Clients.  CSG shall not use Personal
Information for the purpose of soliciting, or to permit any others to solicit,
individuals to subscribe to any other services or promote the sale of any
product.  Except as otherwise set forth in this Section 10, CSG shall not, under
any circumstances directly or indirectly reveal Personal Information to any
third party, for any reason without the prior written consent of the applicable
Client, which such Client may withhold in its sole and absolute
discretion.      

(e)CSG represents, warrants, and covenants to Clients that CSG has developed and
implemented, currently has in place, and shall maintain during the Term of this
Agreement and the Termination Assistance Period an information security program
that is at least industry standard and  that includes administrative, technical,
and physical safeguards and

 

controls sufficient to: (i) ensure the security and confidentiality of Personal
Information; (ii) protect against anticipated threats or hazards to the security
or integrity of such information;  and (iii) protect against unauthorized access
to, or disclosure or use of, Personal Information that CSG accesses, receives,
stores, processes, transmits, maintains, or possesses (collectively,
“Security”).  CSG shall document its Security and all safeguards, procedures,
and controls and update them as necessary to comply with applicable laws.  Such
Security shall include, but not be limited to, the following:

(1)CSG has developed and implemented and shall maintain appropriate security
measures regarding physical and electronic access to Personal Information, which
measures shall be materially based upon ******* or equivalent industry standards
and best practices applicable to Products and Services provided by CSG and shall
include, without limitation: (A) physical access controls and access controls on
information systems, including secure user authentication protocols, secure
access control methods, firewall protection, and malware protection, (B)
encryption of electronic information, including in transit and in storage on
systems or networks, in each case where appropriate or required by applicable
laws, which may include Massachusetts M.G.L. c. 93H and 201 CMR §§ 17.00-17.05;
(C) employee background checks for any new employees, contractors or agents with
responsibilities for or access to Personal Information for purposes of providing
the Services;  (D) training to implement the information security measures; and
(E) industry standard measures to protect against destruction, loss or damage to
Personal Information.

(2)Only those CSG employees, contractors or agents who are necessary in CSG’s
performance of its obligations under this Agreement, may have access to the
Personal Information (whether physically or through computer system access) and
such access shall solely be on a “need to know” basis.  To the extent Personal
Information is stored electronically in connection with this Agreement on any
information processing system, such system will have industry standard password
control access.  In furtherance, and not in limitation of, the foregoing, CSG
shall comply with all rules, regulations, and requirements governing access to
Clients’ systems and facilities.    

(3)CSG shall employ **********, **********, and ******** ********** to ensure
internal compliance with the requirements and safeguards set forth in this
Section 10(e) the (“Security Safeguards”) and shall conduct a complete
assessment of the Security Safeguards at least ********.  Subject to Section
10(f) below, CSG shall, upon request from TWC, provide a report on the results
of this assessment.  

(4)If requested by TWC, CSG shall, at least **** **** ******** **** at **
******* **** ****** ***** ******** from the previous audit (such interval, the
“Audit Period”), (i) provide TWC with a copy of its most recent SOC 1 report
and, to the extent CSG has obtained the same, a copy of CSG’s most recent SOC 2
Type 2 audit, report, attestation and opinion, and (ii) at ***’* *******, allow
TWC ******, for the purpose of evaluating CSG’s ******** *** ******* ****** and
********* ************* ** ********, to CSG’s *****, **********, *******
(including **************, ********, ******, **********, and ****), and ******
********** through or from which the Services are provided, including those of
all of CSG’s ************** and ********** ************* (if applicable) as
applicable to Products and Services provided to TWC and Clients, (collectively,
“CSG Systems”). In performing such evaluation, but without prejudice to TWC’s
right to ****** the CSG Systems, TWC will first consider the documents which CSG
may make available to TWC, which may include, but not be limited to CSG’s
Internal Audit security and data privacy *********, ***** and ****** *******
over CSG’s *****, **********, ******* and ****** ********** through or from
which the Services are provided prior to the execution of further evaluation
procedures.  CSG shall provide the reports authorized to be distributed to TWC
to TWC within *** (*) **** of CSG’s receipt thereof.  For purposes of this
section “******” shall mean **** **** ****** or ******** ** * *** ******** with
CSG designated ****** *** ***********.    

(f)CSG’s obligations to demonstrate and confirm its compliance with the Security
Requirements pursuant to Section 10(c) above, or to ****** ** *** ******* ** ***
******** ********** ********** pursuant to Section 10(e)(3) above, shall be
subject to CSG’s right to withhold any *********** or ****** regarding the
specific details of how its Security Requirements controls and/or Security
Safeguards are implemented to the extent that such disclosure would be

 

reasonably likely to jeopardize the security of its other customers’
confidential information or the integrity of its Security Requirements controls
and/or Security Safeguards, as determined by CSG in its reasonable discretion
(the “Security Requirements Disclosure Exception”).  For the avoidance
of  doubt, the Security Requirements Disclosure Exception in no way entitles CSG
to refuse to provide a ********** ******** *********** of what its Security
Requirements ******** ***/** ******** ********** are, what *********** **** ***
******** ** *******, and *** ***** *********** *** ********** ********** **
******* ************ ****** ** ******** ***********.   With regard to any
information that is requested by TWC but that CSG does not provide pursuant to
the Security Requirements Disclosure Exception, CSG will, if requested by
Client, provide to TWC a written certification from an officer of CSG that CSG
is complying with the terms of the Security Requirements.

(g)CSG shall comply with all laws, rules, and regulations applicable to the
handling of personally identifiable information that are now in effect or
hereafter promulgated, to the extent the same apply to the Services provided by
CSG under this Agreement or any Personal Information that CSG controls,
accesses, receives, stores, processes, transmits, maintains, or possesses in
connection with the provision of the Services.  Without limiting the foregoing,
CSG acknowledges and agrees that Personal Information relating to Customers or
potential Customers of TWC or any TWC Company may be subject to the “subscriber”
privacy protections set forth in Section 631 of the Cable Communications Policy
Act of 1984, as amended (47 U.S.C. Section 551) and, to the extent applicable to
CSG and as related to the provision of Services hereunder, CSG shall comply with
the requirements thereof.

(h)If, at any time, CSG discovers or becomes aware of any unauthorized
disclosure of or access to Personal Information, (“Security Incident”), CSG
shall, as soon as reasonably practical after discovery and reasonable
investigation thereof,  and subject to any reasonable restrictions placed on CSG
by any law enforcement agency in the process of conducting an investigation
relating thereto (“Law Enforcement Restrictions”), notify TWC in writing of such
Security Incident, including  a detailed description of such Security Incident
and take the measures as may be reasonably necessary to prevent any further
Security Incident.  CSG shall fully cooperate with TWC in any reasonable action
or proceeding as may be deemed necessary by TWC as the result of such Security
Incident.

(i)In the event of any Security Incident, and subject always to any third party
confidentiality obligations owed by CSG,  CSG shall permit TWC and *****
******** ******* to ******* * ******** ****** of CSG’s ********** ** ***
******** ******** which may include the ************** ** ******** ***** ***
******* ******** ** *** in conducting its investigation, but in any event solely
to the extent necessary to investigate and/or remediate a Security Incident and
in no event for discovery purposes in a suit between the parties (the “Security
Audit”), provided, however, that absent reasonable provocation or unless
required by applicable laws, rules or regulations (collectively, “Laws”), such
Security Audit will not be performed more than **** ********.  CSG shall provide
TWC and ***** ******** ******* with full cooperation and access to the extent
reasonably required, to enable such Audit.  If any Audit identifies any failure
of CSG to comply with the Security Requirements or other requirements of this
Section 10, CSG shall ******** ****** ***/** ****** *** **** ******* and deliver
written notice of such efforts and remedy to TWC and any other affected
Client(s).  TWC acknowledges and agrees that any such Security Audit shall be
proportionate to the applicable Security Incident and the level of risk arising
therefrom, as ********** ** *** ** *** ********** **********.  Nothing in this
subsection shall prevent TWC from separately requesting discovery and production
from CSG of the materials provided herein pursuant to a pending matter before a
court of competent jurisdiction.

(j)Upon the termination, cancellation, or expiration of this Agreement for any
reason and the expiration of the Termination Assistance Period, or upon the
request of any Client, all Personal Information, together with any copies made
thereof, in addition to any media upon which such Personal Information or copies
thereof is stored, whether electronic, magnetic, hard copy or in any other form,
shall be returned to the applicable Client or, if requested by any Client,
destroyed in a commercially reasonable manner and certified destroyed by CSG in
writing.

(k)To the extent that CSG is permitted to engage subcontractors to perform, or
otherwise provide support to assist CSG to perform, any portion of the Services
hereunder and who have access to Personal Information (each a “Permitted
Subcontractor”), then: (i) CSG shall not share or disclose, or engage a
Permitted Subcontractor to access, store, process, transmit, or otherwise
possess any Personal Information of any Customer, unless and until such
Permitted Subcontractor has agreed in writing to protect such Personal
Information of such Customer in a manner equivalent to that required of CSG
under this Agreement, and then only on a need-to-know basis; (ii) CSG shall
cause such Permitted Subcontractors to comply in all material respects with
obligations and restrictions associated with the services, tasks,

 

functions, and responsibilities performed by such Permitted Subcontractors,
including, without limitation, the obligations set forth in this Section 10;
(iii) CSG shall maintain a current and accurate list of all Permitted
Subcontractors and shall, in the event of a Security Incident involving any
Permitted Subcontractor(s), provide reasonably necessary details with respect to
such Permitted Subcontractor(s) to Clients; (iv) to the extent CSG engages any
Permitted Subcontractor as a **** ****** *** ******** ** ******* ********
*********** ** *** ******** (a “**** ******”), CSG ***** *** *******, **********
or ********* ****** such **** ****** with, or to, any **** ****** *******
******* ** *** ****** ****** without the ***** ******* ******* ** ***; and (v)
CSG shall not otherwise permit any Personal Information to be transferred
outside of the United States, except that this prohibition does not ******** ***
********* *********** supporting the Products and Services from *********
******** *********** or ************ *********** from a ******** ******* the
****** ******.      

(l)The exclusions set forth in Section 9(b)(i) through (iv) above shall not
apply to Personal Information.

(m)CSG acknowledges and agrees that, in the course of providing the Services
hereunder, CSG off-shore resources shall not have access to any TWC technical
information, or other materials, that would require a Client to obtain any
export licenses, authorizations, clearances or approvals.

(n)CSG shall defend, hold harmless and indemnify Clients and Clients’ Related
Parties from any and all losses, damages, liabilities, judgments, settlement
amounts, costs and expenses (including, without limitation, reasonable
attorneys’ fees) arising from any third party claim, demand, action, suit,
proceeding or investigation against Clients as a result of CSG’s breach of its
obligations under this Section 10.  CSG and the affected Clients shall comply
with the indemnification procedures set forth in Section 15.

(o)The rights and obligations set forth in this Section 10 shall survive the
expiration or termination of this Agreement for any reason.

11.Warranties.  

(a)CSG shall use due care in processing all work submitted by each Client.  CSG
warrants that all statements mailed by CSG hereunder for a Client shall conform
to the format and other specifications agreed to by CSG and such Client.  CSG
shall, at such Client’s option and CSG’s sole expense, either rerun or credit
any job, or any portion of any job, which cannot be used in the normal course of
such Client’s business due to errors made by CSG.  

(b)In performing all Services hereunder, CSG shall assign personnel to complete
the Services that are competent, knowledgeable and experienced professionals in
the type of Services to be performed pursuant to this Agreement.  CSG warrants
that it will perform the Services in a professional and workmanlike manner and
in accordance with the highest industry standards.  In addition, CSG warrants
that the Products will perform, in all material respects, in accordance with the
published specifications for such Products (“Specifications”).  In case of
breach of the foregoing warranty or any other duty related to the quality of the
Services or Products for which a remedy is not provided under subparagraph 11(a)
above, CSG will promptly correct, replace or re-perform any defective Service or
Product or, if not commercially practicable, CSG will accept the return of the
defective Product, or the rejection of such Service, and refund to the
applicable Client the amount actually paid to CSG for such Service or Product.

(c)TO THE FULLEST EXTENT PERMITTED BY LAW, AND EXCEPT AS EXPRESSLY SET FORTH IN
THIS AGREEMENT, NEITHER PARTY MAKES ANY REPRESENTATION OR WARRANTY TO THE OTHER
PARTY, EITHER EXPRESS, IMPLIED OR STATUTORY, INCLUDING ANY REPRESENTATION OR
WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.

12.Limitation of Liability.

EXCEPT FOR (A) AMOUNTS OWED PURSUANT TO **** *****’* ***************
***********  UNDER THIS AGREEMENT, (B) AMOUNTS OWED TO ******* *** ******* *****
**********, AND (C) DAMAGES ARISING FROM A *****’* ******* **********, UNDER NO
CIRCUMSTANCES WILL CSG, ON THE ONE HAND, OR CLIENTS, ON THE OTHER HAND, BE
LIABLE FOR ANY SPECIAL, INDIRECT, INCIDENTAL, PUNITIVE, EXEMPLARY OR
CONSEQUENTIAL DAMAGES OF ANY KIND OR NATURE,  WHETHER BASED ON

 

BREACH OF CONTRACT, TORT (INCLUDING NEGLIGENCE) OR OTHERWISE, EVEN IF SUCH PARTY
IS NOTIFIED OF THE POSSIBILITY OF SUCH DAMAGES.  EXCEPT FOR (I) AMOUNTS OWED
PURSUANT TO **** *****’* *************** ***********  UNDER THIS AGREEMENT, (II)
AMOUNTS OWED TO ******* *** ******* ***** **********, (III) DAMAGES ARISING FROM
A *****’* ******* ********** ** (IV) *******’ ********* *** ********** ***
******** OR ANY ******** **** **** ******* ***** ******* *(*) PRIOR TO
***********, IN NO EVENT WILL THE AGGREGATE LIABILITY INCURRED BY CSG, ON THE
ONE HAND, OR CLIENTS, ON THE OTHER HAND, EXCEED AN AMOUNT EQUAL TO THE AMOUNT
******** **** ** ******* ** *** ****** *** **** (*) ***** PERIOD PRECEDING THE
CLAIM (EXCLUDING ******* ******* AND ******** *******). If fewer than **** (*)
****** have accrued under the Agreement at the time a claim arises, THE AMOUNT
******** **** BY CLIENTS TO CSG DURING THE **** (*) ***** PERIOD PRECEDING THE
CLAIM will be computed by including ******************************* under the
****************** and ALL ************ BY THE *********** for
******************* and ******** PROVIDED UNDER THE ***************** (EXCLUDING
*************** AND ****************), PRIOR TO THE COMMENCEMENT DATE, that
constitute Products and Services under this Agreement.  CSG SHALL HAVE NO
LIABILITY FOR DAMAGES RESULTING FROM ERRONEOUS OR INCOMPLETE, PROCESSING OR
TRANSMISSION OF INFORMATION OR DATA BY CLIENTS.  

13.Intellectual Property; Infringement Indemnity.  

(a)All computer software developed and/or utilized by CSG in conjunction with
CSG’s Services, whether or not Clients have been charged for such software, and
all updates, modifications, enhancements and derivative works of such software
and all copies thereof shall be and remain owned by and the sole property of
CSG; provided however, that software provided to CSG by a Client and developed
by Client or by a third party for such Client, where title to such software
vests in such Client or is licensed to such Client shall remain the property of
such Client.  All trademarks, service marks, copyrighted material or art or
other intellectual property owned or licensed by a Client and provided to CSG
hereunder shall be used solely for the purpose of performing the Services and
CSG shall acquire no right, title or interest therein.  

(b)CSG agrees that it shall not make use of any corporate names, trade names,
logos, product/service identifiers, trademarks and/or service marks owned or
licensed by Clients (the “TWC Marks”) except as expressly approved in writing,
in advance, by the applicable Client.  All such approvals granted by a Client
shall (i) be valid solely during the term specified by the Client, (ii) be
limited to the specific purpose for which approval was sought and received (to
the extent reasonably required in connection with CSG’s performance under this
Agreement and/or any SOW), and (iii) be deemed a limited, non-exclusive,
non-transferable, revocable right and license, without right to sublicense, to
use the TWC Marks designated by the Client for the approved use, which right and
license shall terminate and revert to the Client contemporaneously with the
earliest of the expiration or earlier termination of the term of the licensed
TWC Marks as specified by the Client, the expiration of this Agreement, or upon
any earlier termination of this Agreement by TWC in accordance with the terms of
this Agreement.  All such uses shall be in accordance with the reasonable
procedures and guidelines provided by the Client to CSG from time to time.  CSG
shall abide by all applicable laws and regulations with respect to the TWC
Marks.  CSG agrees that it shall not bring any legal action or claim that
challenges the TWC Marks licensed to CSG for use in connection with this
Agreement and/or any SOW in any forum, provided, however, the foregoing is not
intended to prevent CSG from defending, or in any manner limit CSG’s ability to
defend, itself against any third party claims for infringement based on the TWC
Marks brought against CSG.  Further, CSG shall use reasonable efforts to avoid
registering on its own behalf any confusingly similar trade names, trademarks,
insignia, or domain names in any jurisdiction.  As between the parties, TWC
shall be and remain the owner of all right, title and interest in and to all TWC
Marks, along with any goodwill associated therewith, and all intellectual
property rights in any of the TWC Marks licensed to CSG for its use in
connection with this Agreement and/or any SOW, and CSG hereby assigns to TWC all
right, title and interest CSG may be deemed to have therein.  Without limiting
the foregoing, all goodwill arising from CSG’s use of any TWC Marks licensed to
CSG for use in connection with this Agreement and/or any SOW shall, as between
the parties hereunder, inure to the benefit of TWC and its applicable
licensors.  All rights not expressly granted by Clients are reserved.  No
implied licenses are granted by the terms of this Agreement and/or any SOW and
no license rights with respect to any TWC Marks shall be created by implication
or estoppel.

 

(c)TWC Design Look and Feel:  

(1)

Except as provided in Section 13(c)(2), “TWC Design Look and Feel” means (i) the
composite design (or “theme”) of any statement designs provided by a Client on
or after June 9, 2011 or as described in the Statement of Work entitled
“Conversion Services for Full Color Printing and Mailing” (CSG Document
#2305966), whether in draft or final form, (ii) any enhancements, modifications
and/or updates thereto whether provided by a Client and/or otherwise developed
in connection with this Agreement and whether in draft or final form, and (iii)
all intellectual property rights therein, if any.  TWC Design Look and Feel may
include such elements as graphics, text, headings, borders, pictures, bullets,
colors, shapes layouts, styles (fonts) and typefaces to the extent not excluded
under Section 13(c)(2).

 

(2)

TWC Design Look and Feel shall not mean elements that (i) are general or generic
in nature, (ii) are used by CSG and/or any third party on behalf of CSG separate
and apart from the totality of the TWC Design Look and Feel, (iii) constitute
tools, materials, methodologies, templates, know-how, designs and all updates,
modifications, enhancement and derivative works thereof that are of general
application and used or usable generally by CSG in the provision of services to
its customers that are not specific and unique to the TWC Design Look and Feel
(collectively, the “General Tools”), (iv) constitute the features and/or
components of the TWC Design Look and Feel contributed by CSG through the use of
the General Tools (“CSG Components”), or (v) constitute computer software
developed and/or utilized by CSG in conjunction with the CSG Services under this
Agreement and/or any SOW, and all updates, modifications, enhancements and
derivative works of such software and all copies thereof (the “CSG
Software”).  For avoidance of doubt, the CSG Software excludes any software
provided to CSG by a Client and developed by a Client or by a third party for
such Client, where title to such software vests in such Client or is licensed to
such Client as provided in Section 13(a) of this Agreement.  

 

(3)

CSG hereby acknowledges and agrees that the TWC Design Look and Feel shall be
owned by, and the exclusive property of, the applicable Client.  CSG shall use
such TWC Design Look and Feel solely in connection with performing its
obligations under this Agreement.  All rights not expressly granted by the
Client are reserved.  CSG acknowledges and agrees that no implied licenses are
granted by Clients hereunder with respect to the TWC Design Look and Feel and no
license rights with respect to any TWC Design Look and Feel shall be created by
implication or estoppel.

 

(4)

Clients hereby grant to CSG a non-exclusive, non-transferable, royalty-free,
license (without right to sub-license) to use the TWC Design Look and Feel
solely for the purpose of performing the Services and providing any deliverables
under this Agreement and/or any SOW.  CSG agrees that it shall not disclose or
suggest to any of its other customers, the TWC Design Look and Feel.  For
purposes of illustration and without limiting the foregoing, neither CSG nor any
third party on behalf of CSG shall use or replicate the TWC Design Look and Feel
for any other customer of CSG.  

 

(5)

Notwithstanding anything in this Agreement to the contrary, but subject to the
limitations set forth in Sections 13(c)(5)(y) and 13(c)(5)(z), CSG agrees that
CSG shall not (i) incorporate into the bill statements of any of its customers
other than Clients, any of the four (4) features and/or components described in
Exhibit D to this Agreement (the “TWC Elements”), and/or (ii) disclose or
suggest to, or make available to, any of its other customers, any of the TWC
Elements.  The foregoing Sections 13(c)(5)(i) and 13(c)(5)(ii), (y) shall not,
in response to the independent request of any other customer of CSG, restrict
CSG from independently creating and developing any features and/or components
that are the same or substantially similar to the TWC Elements without reference
to or use of the TWC Elements and/or the underlying creative and development
information of CSG and TWC and/or of TWC which was utilized in creating and
developing such TWC Elements, and (z) shall not apply to any features and/or
components that are the same or substantially similar to the TWC Elements that
CSG may have placed into production for, or delivered to, any other CSG
customer, or that CSG independently developed, prior to **** *, **** as
evidenced and verified by contemporaneous written records.

 

(6)

Notwithstanding anything in this Agreement to the contrary, to the extent CSG
contributes or utilizes any

 

CSG Components and/or General Tools in the creation or development of the TWC
Design Look and Feel, Client shall be entitled to replicate or have replicated
the TWC Design Look and Feel without restriction.  For avoidance of doubt,
nothing contained in this Agreement shall be construed to prohibit Clients
and/or their respective third parties from replicating any elements of the
Client statements, including without limitation, designs as described in Section
13(c)(1), and CSG hereby acknowledges and agrees that Clients and/or their
respective third parties may, without restriction replicate any elements of the
Client statements, including without limitation, designs as described in Section
13(c)(1) (e.g., look and feel, functions and features, components, etc.).  The
foregoing shall survive the expiration and/or termination of this Agreement.

 

(d)Infringement Indemnity

  

(1)  If any action, suit or proceeding is instituted against any Client based
upon a claim that any Service or Product, or the systems or software used by CSG
to provide any Service, infringes a copyright, trademark, trade secret or U.S.
patent or any other intellectual property of a third party, then CSG shall
indemnify, defend (including, without limitation, by making any interim payment
necessary for appeal) and hold such Client and such Client’s Related Parties
harmless, at CSG’s sole expense, and pay the damages and costs finally awarded
against such Client and/or its Related Parties in the infringement action or any
settlement amount approved by CSG, but only if such Client complies with the
indemnification procedures set forth in Section 15 below. If a Product or
Service, or any one or part thereof, are in such action held to constitute an
infringement of a third party’s rights as set forth above, or the exercise of
Client’s rights thereto is enjoined or restricted or in CSG’s reasonable
judgment such rights thereto may be enjoined or restricted, CSG shall, at its
own expense and in its reasonable discretion:  (i) procure for Clients  the
right to use such Product or Service; (ii) replace or modify such Product or
Service to make it non-infringing, while providing equivalent performance and
functionality; or (iii) if neither (i) nor (ii) are commercially reasonable
after CSG’s use of commercially reasonable efforts to achieve (i) or (ii), then
CSG may direct the return of such Product or Service, terminate the related
licenses and refund to Client any prepaid, unearned fees.  After the occurrence
of subsection (iii), *** *** ********* **** ********* **** ***** ******* ******
to CSG if, in ***’* ********** ********, the **** *** *** ********* ******** ***
******** *** *** **** ** ********* ********** ******** *** ******** ***** **
********** ****** ** *** ********* **** *** **** ***** ** *** ************** **
********** (iii) above or if ***’* *********** ***** ****** ** * ******** ******
** *******’ *************.   Notwithstanding the foregoing provisions of this
Section 13(d)(1) and Section 15, CSG shall have no obligation with respect to
any infringement action to the extent that the infringement is caused by (x) any
modification to a Product not provided or approved in writing by the CSG or its
subcontractor, (y) use of any older version of a Product when use of a newer
version would have avoided the infringement, but only if the newer version has
been provided to Clients at no additional charge and CSG has provided written
notice to Clients that Clients need to migrate to the newer version in order to
avoid an infringement claim, or (z) use of a Product or Service by Client(s) in
breach of this Agreement.  

 

(2)  If any action, suit or proceeding is instituted against CSG based upon a
claim that  any intellectual property of Client used by CSG in the form
furnished and manner approved by Client and otherwise in conformity with the
terms of this Agreement and any SOW hereunder infringes a copyright, trademark,
trade secret or U.S. patent or any other intellectual property of a third party,
then Client shall indemnify, defend (including, without limitation, by making
any interim payment necessary for appeal) and hold CSG and CSG’s Related Parties
harmless, at Client’s sole expense, and pay the damages and costs finally
awarded against CSG and/or its Related Parties in the infringement action or any
settlement amount approved by Client, but only if CSG complies with the
indemnification procedures set forth in Section 15.  

 

(3) THIS SECTION 13(d) AND SECTION 15 SET FORTH THE EXCLUSIVE REMEDY OF THE
INDEMNIFIED PARTY AGAINST THE INDEMNIFYING PARTY AND THE COMPLETE LIABILITY OF
THE INDEMNIFYING PARTY WITH RESPECT TO ANY INTELLECTUAL PROPERTY INFRINGEMENT
CLAIM IN CONNECTION WITH THIS AGREEMENT.

 

14.************************************.

 

CSG shall ********* *** **** ******** ******* *** ***** ******* ******* **** ***
******* *** ******* ******** ************ ********** ********** ******** *****
*** ******** (including, without limitation, reasonable attorneys’ fees) arising
from any ***** ***** ****** ******* ******* ***** ********** or *************
******* ****** ** a result of a ****** ** *** ** *** ** *** ****************
*********** ********* or ***** or ********** of this ********* or any *********
** **** executed pursuant hereto which, if ********, would cause a ****** ** **
** ********* ** ********** ***.

15.Indemnification Procedures.

In the event of a claim by a third party, with respect to which either CSG or a
Client is entitled to indemnification under any provision of this Agreement, the
party seeking indemnification (“Indemnified Party”) shall promptly notify the
other party (“Indemnifying Party”); provided, however, that any unintentional
failure to make such prompt notification shall not relieve the Indemnifying
Party of its obligations hereunder unless the Indemnifying Party’s ability to
defend such claim is materially prejudiced thereby.   The Indemnifying Party
shall have sole control over the defense of the claim and any negotiation for
its settlement or compromise, and the Indemnified Party shall comply with any
reasonable actions required by the Indemnifying Party (at the Indemnifying
Party’s expense) to minimize the Indemnifying Party’s and/or the Indemnified
Party’s liability in the claim, provided such compliance is not, in the
reasonable opinion of the Indemnified Party’s counsel, adverse to the
Indemnified Party’s interests.  However, the Indemnifying Party shall not settle
any such claim or alleged claim without first obtaining the Indemnified Party’s
prior written consent where the settlement would result in any admission of
wrongdoing or liability on the part of the Indemnified Party, impose any
obligation or liability on the Indemnified party (other than monetary liability
for which the Indemnified Party is indemnified by the Indemnifying Party, or
adversely affect the Indemnified Party’s rights, and such consent shall not be
unreasonably withheld.  In addition, the Indemnified Party may participate in
any claim for indemnification under this Agreement using its own counsel at its
own expense.  

16. Insurance. CSG shall maintain the insurance coverages set forth on Exhibit E
hereto in compliance with the terms and conditions set forth on Exhibit E
hereto.

17.Disaster Recovery.  CSG shall maintain a business continuity/disaster
recovery plan, ********** ********** ** ***, which shall describe a pre-planned
sequence of events to ensure the continuation, recovery, and restoration of all
“mission-critical business functions” in the event of a business disaster with
respect to CSG and which shall set forth specific time commitments for the
restoration of the provision by CSG of all Services and Products pursuant to
this Agreement (“Recovery Deadlines”).  For purposes hereof, “mission-critical
business functions” (e.g. ******** ********** ********* *********, and
**********) are those which, ** *** *********, would ***** *** ********* **, or
*********** ******* ******* ****, the ******** or ******** ******** by CSG to
Clients.  CSG shall comply in all material respects with the business
continuity/disaster recovery plan ******** ** *** and shall adhere to all
Recovery Deadlines in the event of a business disaster.  A copy of CSG’s current
business continuity/disaster recovery plan is attached hereto as Exhibit
F.    In the event of a disaster or other event resulting in the loss by CSG of
any Client’s data, cycle mailings or Materials, CSG shall promptly regenerate
such data, resupply such Materials and/or re-perform the Services, as
applicable, ** ** ********** ****** ** **** ******.  In the event that CSG moves
performance of the Services to a different output center location as a result of
a disaster, Clients ***** *** ** ******* *** *** ********** ***** **********
**** **** ****, including without limitation, ******** ***** for *********
****** ** * ********* ********.

18.Termination.  Without limiting any termination right set forth elsewhere in
this Agreement, the following termination rights apply.

(a)Either CSG or TWC may terminate this Agreement with immediate effect by
giving written notice to the other party if the other party:  

(i)becomes insolvent, makes a general assignment for the benefit of creditors,
suffers or permits the appointment of a receiver for its business or assets,
becomes subject to any proceeding under any bankruptcy or insolvency law whether
domestic or foreign that, if involuntary, is not dismissed within ***** (**)
****, or has wound up or liquidated, voluntarily or otherwise, or has otherwise
ceased to conduct in the normal course, its business; or

(ii)is in material breach of this Agreement and has failed to cure such breach
within ****** (**) **** after receipt from the non-breaching party of written
notice of breach and intent to terminate if such breach is not cured

 

within such ****** (**)-*** period (provided, however, that there shall be **
**** ****** with respect to the ************ ** the **** ******** ****** ******
*** ****** (**) ***** period and, in such event, the termination shall be
effective upon receipt of notice from the terminating party unless a later
effective date is specified in such notice), except that this clause (ii) shall
not be applicable with respect to breaches committed by a Client other than TWC
which shall, instead, be governed by subparagraph (c) below.  An example of a
material breach by CSG would be the disclosure of personally identifiable
Customer information by CSG.  Such example is included herein only for
illustrative purposes.  Such example is by no means the exclusive grounds on
which TWC could claim that a material breach had occurred or an exhaustive list
of the acts or omissions of CSG that may constitute a material breach of this
Agreement and shall in no way restrict the facts or circumstances under which
TWC may be able to claim that CSG has materially breached this Agreement.

(b)In addition to, and without limiting the provisions of subparagraph (a)
above, if CSG fails to supply acceptable quality services and products to any
Client, or fails to meet the service level agreement requirements set forth in
this Agreement with respect to any Client, and CSG has been given written notice
of any such failure and has failed to correct same within ****** (**) **** of
CSG’s receipt of such notice (provided, however, that there ***** ** ** ****
****** with respect to the ************ ** *** **** ******* ****** *** ******
(**) ***** period), then such Client shall have the right, upon notice to CSG,
to terminate such Client’s receipt of Products and Services hereunder.  Such
termination shall be effective upon the receipt of such termination notice from
such Client unless a later effective date is specified in such notice to CSG.

(c)CSG may terminate its provision of all Products and Services to a particular
Client other than TWC only if such Client is in material breach of this
Agreement and has failed to cure such breach within ****** (**) **** after
receipt of written notice from CSG provided to such Client, with a copy to TWC,
reasonably specifying such failure and stating its intention to terminate this
Agreement with respect to such Client if such failure is not cured within such
thirty (30) day period (provided, however, that there shall be ** **** ******
with respect to the ************ of the **** ******** ****** ****** *** ******
(**) ***** period and, in such event, the termination shall be effective upon
receipt of such notice from CSG unless a later effective date is specified in
such notice).

(d)Any Client may terminate a Product or Service that falls within the term
“Electronic Billing” (including without limitation the PDF Presentment Services,
Statement Express, Statement Express API, Exact View and Exact View API or any
successor Products or Services) that it is then receiving, *** ***********, and
******* ****** ** *******, upon ****** (**) **** prior written notice to CSG.

19.Termination Assistance.  Notwithstanding any other provision of this
Agreement, upon the expiration or earlier termination of this Agreement, either
in its entirety or only as it pertains to a Product and/or Service that is
terminated pursuant to Section 18(d) (including without limitation the PDF
Presentment Service, Statement Express, Statement Express API, Exact View and
Exact View API or any successor Products or Services), and either with respect
to all Clients or with respect to a particular Client, in each such case:  (a)
CSG shall reasonably cooperate with Client(s), to facilitate a seamless
transition by Client(s), pursuant to the migration schedule reasonably requested
by Client(s), to an alternate provider(s) of similar software and similar
services specified by Client(s) or to a TWC solution (“Termination Assistance”)
for the period of time requested by TWC, *** ** ****** ****** (**)  ****** from
such expiration or termination (in each case, the “Termination Assistance
Period”); (b) this Agreement shall continue in effect, in each case, until such
transition has been completed or the expiration of the Termination Assistance
Period, whichever occurs first (“Conclusion of Termination Assistance”); and (c)
without limiting the foregoing, as part of the Termination Assistance, CSG shall
provide each Client with Technical Services as requested by such Client,
including without limitation (i) a copy of all business rules and other
information that the Client reasonably requests in order to be able to migrate
the bill finishing services for Clients’ bill statements and other Customer
communications printed hereunder to an alternate provider or a TWC solution and
(ii) an electronic copy of all PDF images of Customers’ historical bill
statements over the time period specified by TWC (up to ****** (**) ****** of
history) (collectively, the items referred to in clauses (c)(i) and (c)(ii)
constitute the General Transition Services”). In connection with the foregoing,
(1) Clients shall continue to pay the fees for Products and Services set forth
in the Pricing Schedule for the Products and Services received by Clients until
the Conclusion of Termination Assistance, and (2) Clients shall pay CSG on the
basis of the Technical Services fees for the time spent by CSG personnel in
performing Technical Services, including but not limited to the General
Transition Services,   unless the termination of this Agreement in its entirety,
or the termination of a Product and/or Service that is terminated pursuant to
Section 18(d), occurs concurrently with a deconversion under the Billing
Agreement, in which case no Technical Services fees will be assessed for the
General Transition Services under this Agreement and Client(s) shall pay CSG for
such services under the Billing

 

Agreement.  If this Agreement is terminated by CSG with respect to all Clients
pursuant to Section 18 (a)(ii) above due to TWC’s failure to pay undisputed fee
amounts to CSG when due, then CSG may, as a condition to providing the
Termination Assistance in accordance with this Section, require TWC to pay to
CSG any past due undisputed fee amounts then due and owing to CSG.

20.Divestiture of Cable Systems/Business Units.  If a Client sells, transfers or
otherwise divests any cable system(s) or business unit(s) receiving Products
and/or Services under this Agreement (whether such transaction takes the form of
a conveyance of assets or equity, merger, consolidation or other business
reorganization) (each, a “Divested System”), then such Divested System may
continue to receive the Products and Services pursuant to the terms and
conditions of this Agreement for a transitional period *** ** ****** ******
(**)  ****** after the closing of the divestiture transaction (the “Divestiture
Transition Period”); provided, however, that the Divested Cable System first
agree in writing, for the benefit of CSG, to be bound by the terms of this
Agreement during the Divestiture Transition Period and, in connection with a
Divested System’s decision as to whether or not to agree thereto, the Client may
disclose this Agreement to such Divested Cable System.  The Divested Cable
System shall be solely responsible to CSG, and CSG shall look only to such
Divested Cable System, for the payment and performance of its obligations under
this Agreement to CSG, including without limitation the payment to CSG of all
applicable charges set forth in Exhibit C that relate to the Divested Cable
System and such amounts shall be invoiced by CSG directly to such Divested Cable
System.

 

21.***************.    During the term of this Agreement, each month each Client
shall be responsible for paying CSG the fees, as set forth in Exhibit C, in
relation to any Products or Services utilized by such Client during the
month.  The parties have mutually agreed upon the fees for the Products and
Services to be provided hereunder based upon certain ******* ******** ********
and the term of this Agreement.  Clients acknowledge and agree that, without the
********* ** ******* ******** by the commitments set forth in this Agreement,
CSG would have been unwilling to provide the Products and Services at the fees
set forth in Exhibit C.  Because of the difficulty in ascertaining CSG’s actual
damages for a termination of this Agreement in its entirety, before the
expiration of the then-current Term, (a) by TWC *************** (which is not
permitted under Section 18) or (b) by CSG under Sections 18(a)(i) or 18(a)(ii)
resulting from any other breach of this Agreement by TWC, TWC agrees that, upon
termination of this Agreement as described above, in addition to all other
amounts then due and owing to CSG for Products and Services previously rendered,
TWC will pay to CSG (as a ******** ************** *** and *** ** * *******) an
amount equal to the product of (i) ******’* ******* ******* ******* (excluding
any ******** ** ***) for the ********** *** ********* ********** – ******** –
***** ******** **** and ********* ********** – ********* – ***** ******** ****
during the *** (*) ****** prior to termination, (ii) ********** by the ****** **
****** ********* ** the **** ** **** ********* had there been ** *********** and
(iii)  ********** by ***** ******* (***) (the “********** ****”).  If TWC elects
to receive Termination Assistance as provided in Section 19 after termination as
provided herein, then the number of months remaining in the term of this
Agreement in subparagraph (ii) above will be ******* ** *** ****** ** ******
****** *** *********** ********** ****** in which CSG is providing Print and
Mail Services and the ****** of Print and Mail Services for any such months
****** ** ******* *** ****** ** ***** *** **** ******** ****** *** *****
********* **** ***********.  TWC acknowledges and agrees that the **********
**** is a ********** ********** ** *** ****** ******* that CSG would ****** ****
*** **** ***** ***********.  Except for amounts owed pursuant to a Client’s
*************** *********** under this Agreement, a Client’s breach of ******* *
(***************), and Client’s ********* *** *** ******** **** **** *******
under Section 6(a) of this Agreement, CSG acknowledges and agrees that the
********** **** are CSG’s sole and exclusive remedy for any such early
termination of this Agreement.

 

22.

General.

(1)

Entire Agreement.  This Agreement and the exhibits and schedules attached
hereto, and any Letters of Authorization and Statements of Work, constitute the
entire agreement and understanding of the parties and supersede all prior
agreements, understandings or arrangements (both oral and written) relating to
the subject matter of this Agreement.    

(2)

Severability.  If any provision of this Agreement is found to be invalid or
unenforceable, then, so long as the remainder of this Agreement is not
materially affected by such declaration or finding and is capable of substantial
performance, all other provisions of this Agreement shall remain valid and
enforceable.

(3)

Amendments and Waivers.  No amendment or variation of the terms of this
Agreement shall be effective unless it is made or confirmed in a written
document signed by both CSG and TWC.  No delay in exercising or non-exercise by

 

either party of any of its rights under or in connection with this Agreement
shall operate as a waiver or release of that right.  Rather, any such waiver or
release must be specifically granted in writing signed by the party granting it.

(4)

Relationship.  In making and performing this Agreement, the parties are acting
and shall act as independent contractors.  Nothing in this Agreement shall be
deemed to create an agency, joint venture or partnership relationship between
the parties hereto.  Neither CSG nor Clients shall hold themselves out as having
any authority to enter into any contract or create any obligation or liability
on behalf of or binding upon the other party

(5)

Assignment; Subcontracting.  CSG shall not assign (including without limitation
by operation of law or the occurrence of a change of Control) any of its rights
or obligations under this Agreement, without the prior written consent of TWC
which shall not be unreasonably withheld (i.e. in order to withhold consent to
any proposed assignment by CSG, TWC must reasonably believe that the proposed
assignee is adverse to the interests of TWC or that the proposed assignee is not
likely to be capable of performing the obligations of CSG set forth in this
Agreement, for example, where the proposed assignee lacks financial stability or
TWC has had previous unsatisfactory experiences with the proposed
assignee).  Further, TWC shall be deemed to have consented to any assignment of
this Agreement by CSG where TWC fails to object to such assignment within sixty
days of CSG’s written request for approval thereof if such written request was
provided to TWC in accordance with Section 21(8) and such written request
described the proposed assignment in reasonable detail.  TWC shall have the
right to assign its rights and obligations under this Agreement without CSG’s
consent: (a) to any TWC Company; or (b) to a successor entity in connection with
the sale or transfer of all or substantially all of the assets or stock of TWC,
or the merger, consolidation, reorganization, spin-off or other business
combination of TWC.  The parties agree that any attempted assignment of this
Agreement in breach of this Section shall be void and of no effect and shall
constitute a material breach of this Agreement.  Upon any permitted assignment
of this Agreement, the assignor shall have no further obligation hereunder and
the other party shall look solely to the assignee for the performance of its
obligations hereunder.   CSG shall remain solely responsible for all acts and
omissions of its subcontractors hereunder and for the performance of all of its
obligations hereunder, irrespective of any subcontracting by CSG hereunder.

(6)

Law, Venue and Jurisdiction.  This Agreement shall be governed by the laws of
the State of *** ****, other than such laws that would result in the application
of a jurisdiction other than the State of *** ****. Any legal proceeding brought
by a Client against CSG must be brought in ******* ********. Any legal
proceeding brought by CSG against a Client must be brought in *** ***** ***
****. Each party submits to the exclusive jurisdiction of the courts in the
location referenced in this Section and agrees not to commence any legal action
under or in connection with the subject matter of this Agreement in any other
court or forum. Each party expressly waives any objection to personal
jurisdiction and/or to the laying of the venue of any legal action brought under
or in connection with the subject matter of this Agreement, in the location
referenced in this Section and agrees not to plead or claim in such courts that
any such action has been brought in an inconvenient forum.

(7)

Press Releases and other Publicity.  Except for disclosures required by law,
each party will submit to the other all public disclosure(s), advertising and
other publicity matters relating to this Agreement in which the other party’s
name or mark is mentioned or language from which the connection of said name or
mark may be inferred or implied, and will not publish or use such advertising or
publicity matters without the express prior written approval of the other party,
which may be granted or withheld in such party’s sole discretion. With respect
to disclosures required by law, TWC must be provided opportunity to review and
comment upon any such required disclosure prior to CSG’s filing or release
thereof.

(8)

Notices.  All notices required or permitted under this Agreement shall be in
writing and delivered by hand or courier and shall (a) if delivered personally
to the address as provided in this Section, be deemed given upon delivery, and
(b) if delivered by a reputable overnight courier to the address as provided in
this Section, be deemed given on the first business day following the date sent
by such overnight courier.  The addresses of the parties (until written notice
of change shall be given in accordance with this Section) shall be as follows:

 

If to CSG:

 

CSG Systems, Inc.

9555 Maroon Circle

Denver, CO  80112

Attn:  President

 

With a required copy to:

 

CSG Systems, Inc.

9555 Maroon Circle

Englewood, CO 80112

Attn:  General Counsel

 

If to TWC:

 

Time Warner Cable Enterprises LLC

60 Columbus Circle

New York, New York 10023

Attn:  Chief Technology Officer

With a required copy to:

Time Warner Cable

60 Columbus Circle

New York, New York 10023

Attn:  General Counsel

 

(9)

Notice of Changes to Customer Technical Requirements. CSG shall provide at least
six (6) months’ prior written notice to each Client of any change in the version
of Adobe Acrobat Reader or other hardware, software or system requirements
relating to the PDF Presentment Services necessary in order for Customers to
have the capability to access and/or retain PDF images of their bill statements
via each Client’s Electronic Billing Systems, Third Party Systems and Other
Mediums.

(10)

Force Majeure.  Subject to and without limiting CSG’s obligations under Section
17 above, neither party shall be held responsible for any delay or failure in
performance for causes beyond its reasonable control, including without
limitation, acts of God, strikes, lockouts, riots, acts of war, epidemics,
governmental regulations imposed after the fact, fire, power failure,
earthquakes or other disasters natural or otherwise.

(11)

Time is of the Essence.  Time of performance is of the essence in this Agreement
and a substantial and material term hereof.

(12)

Counterparts.  This Agreement may be executed in any number of counterparts,
each of which shall be deemed an original, but all of which shall constitute one
and the same instrument.

(13)

Exhibits and Headings.  The Exhibits to this Agreement are hereby incorporated
by reference.  The captions and headings of this Agreement are included for
convenience only and shall not affect the interpretation or construction of this
Agreement.

(14)

Survival.  All provisions of this Agreement shall survive and remain in effect
after the termination of this Agreement in its entirety or the expiration of
this Agreement during the Termination Assistance Period.  Thereafter, the rights
and obligations of the parties set forth in the following Sections of this
Agreement shall survive the termination or expiration of this Agreement:
Sections 1, 6(b), 9 through 15, 17, 19, 22 ( except for Sections 22(9) or
22(10)) and Exhibit E, Section 6(j).

 

(15)

TWC Companies.  TWC, at its option, may exercise any of its rights or remedies
under this Agreement, and/or perform any of its duties or obligations hereunder,
by itself or through any TWC Company in conformity with the terms and conditions
of this Agreement.

(16)

Exhibits.  The following Exhibits are attached hereto and incorporated herein by
reference:

Exhibit AServices

Exhibit BProducts

Exhibit CPricing Schedule

Exhibit DTWC Elements

Exhibit EInsurance Requirements

Exhibit FBusiness Continuity/Disaster Recovery Plan

Exhibit GSupport Services

Exhibit HExclusivity

Exhibit IService Level Agreements

Exhibit JStatements of Work and Letters of Authorization

Exhibit KACP Clients and Non-ACP Clients

Exhibit L*** Addendum  

 

IN WITNESS WHEREOF the parties hereto have entered into this Agreement as of the
Effective Date.

CSG SYSTEMS, INC.

TIME WARNER CABLE ENTERPRISES LLC

By: /s/ Joseph T Ruble

By:        /s/ Michael Hayashi

Name: Joseph T. Ruble

Name:   Michael Hayashi

Title: EVP, CAO & General Counsel

Title:     Executive Vice President

Date:  30 April 2014

Date:     April 24, 2014

 

EXHIBIT A

DESCRIPTION OF SERVICES

 

Except as designated in Subsection (f) of Section 3, “Services and Products” and
Exhibit H, “Scope of Exclusivity,” of this Agreement, all Services described in
this Exhibit A are optional to TWC and Clients.  

 

* Designates Services that are exclusive to CSG to the extent described
Subsection (f) of Section 3, “Services and Products,” and Exhibit H, “Scope of
Exclusivity,” of this Agreement.  

 

1.

PRINT AND MAIL SERVICES* (See Exhibit A-1).

 

Print and Mail Services provide Clients with printing and insertion services,
target marketing communication products, both print and electronic statements
and other documents, computer letters, past due notices, postal verification
services and quality control.

 

2.

SMARTCOLOR (see Exhibit A-2).

 

CSG shall provide dynamic full color printing, (“SmartColor”) limited to twenty
percent (20%) coverage per logical page which is one side of a physical
statement page.  In the event a Client’s dynamic color requirements exceed
twenty percent (20%), CSG and such Client shall agree on the fee adjustment
required to accommodate the higher color coverage.  Due to saturation of color
and CSG’s experience with offline processes, such as lockbox processing, CSG and
its technology partners require 24# paper weight to support SmartColor
printing.  Notwithstanding the foregoing,  (a) if a Client has not converted to
SmartColor as of the Commencement Date of this Agreement, then before CSG can
provide SmartColor to such Client, such Client and CSG must enter into a
separate Statement of Work for the implementation of SmartColor on terms that
are consistent with this Agreement and mutually agreed by the parties; and (b)
for any Client that now or hereafter uses SmartColor, such Client can convert to
black only, as described in Exhibit A-2.  

 

3.

MESSAGE MANAGER.

 

Message Manager is a fully CSG-hosted web application that provides Clients with
the ability to compose and maintain document messages and provides robust
statement message composition, prioritization, rich text, basic selectivity,
preview and reporting capabilities to facilitate each Client’s communication
with its Customers.  The specific Message Manager capabilities that will be
implemented for Clients will be set forth in a mutually acceptable Statement of
Work.

 

4.

BRAILLE AND LARGE PRINT STATEMENTS.

 

Clients can flag specific Customers to receive a Braille or Large Print
statement.  CSG will create a PDF file of these Customers.  This file is sent to
a designated FTP site, to be retrieved by the Client’s vendor of choice.  The
Client’s vendor will in turn convert these statements to Braille or Large Print
format and print and mail these statements.  For any Client that is not
utilizing Braille and Large Print Statements services as of the Commencement
Date of this Agreement, implementation of Braille and Large Print Statements
services is subject to execution of a separate SOW on terms that are consistent
with this Agreement and are mutually agreed by CSG and such Client.

 

5.

MAIL TRACE.

 

Mail Trace is CSG’s mail tracking service that uses a special barcode to track
letter-size mail through the USPS system at the piece level.  CSG offers Mail
Trace on both outgoing and incoming mail.  As the piece travels through the
mail, data such as time, date and location are recorded on USPS equipment and
sent to CSG.  Mail Trace data is accessible via DirectNet, ACSR (ACP Clients
only), and/or a daily file on the Client’s ftp outgoing site.  Optional Mail
Trace features include populating Vantage tables or comparable tables from CSG
or another data source that are licensed under the Billing Agreement (ACP
Clients only) and utilizing ACP settings for the automatic delay of delinquency
actions based on Mail Trace data (ACP Clients only).

 

 

6.

NCOALink (Non-ACP Clients only)

 

NCOALink is an automated service of the U.S. Postal Service in which CSG
processes Client’s data file against the NCOALink database.  CSG then
automatically updates the “bill to” information for Client’s Customers with
address changes.  This service will be performed for letters and statements. For
any Client that is not utilizing NCOALink as of the Commencement Date of the
Agreement, implementation of NCOALink is subject to execution of a separate
Statement of Work on terms that are consistent with this Agreement and mutually
agreed by CSG and such Client.

 

7.

EXACT VIEW (Non-ACP Clients only) (see Exhibit A-3).

 

Exact View is a fully-hosted web application that electronically stores,
retrieves and prints a Customer’s statement in the form of a PDF Image.  PDF
Images are available for multiple statement viewing audiences and needs.  Exact
View allows for customization of index fields and storage options to be
determined by Client.

  

8.

EXACT VIEW API (Non-ACP Clients only).

 

Exact View API electronically retrieves PDF Images via an API to CSG’s hosted
database.  With this application, Client is responsible for any development
associated with integration into its own in-house applications.  For any Client
that is not utilizing Exact View as of the Commencement Date of the Agreement,
implementation of Exact View is subject to execution of a separate Statement of
Work on terms that are consistent with this Agreement and are mutually agreed by
CSG and such Client.  

 

Exact View API will enable PDF Images to be accessed from CSG data repository
databases, for both a production and a shared Client acceptance testing (“CAT”)
test environment, via any Electronic Billing Systems, Third Party Systems and/or
Other Mediums.  CSG will provide a CAT test environment for Client in the event
CSG initiates changes in the Exact View or Exact View API services. Clients will
implement their own CAT test environments in the event Clients initiate changes
impacting their usage of Exact View or Exact View API and CSG will support
Client testing, subject to execution of a separate Statement of Work on terms
that are consistent with this Agreement and are mutually agreed by CSG and such
Client.  Upon TWC request and subject to a mutually agreed SOW, CSG shall
establish and provide an additional instance(s) of the Exact View API and all
Exact View APIs shall be considered one and the same Service hereunder.

 

9.

PDF PRESENTMENT SERVICES (see Exhibit A-4).

 

PDF Presentment Services shall mean Statement Express and Exact View PDF Image
generation, presentment and archival services in conjunction with Statement
Express API and Exact View API delivery on behalf of a Client which may include
delivery to Electronic Billing Systems, Third Parties and Other Mediums.

 

10.

ENHANCED PAST DUE NOTICES (ACP Clients only) (see Exhibit A-5).

 

A Client may elect to use CSG’s generic Enhanced Past Due Notice format or have
CSG develop custom Enhanced Past Due Notices.  If a Client elects to have CSG
develop custom Enhanced Past Due Notices, CSG will develop one custom format and
multiple custom formats shall not be used by such Client.  The specific Enhanced
Past Due Notices capabilities that will be implemented for such Client will be
set forth in a mutually acceptable Statement of Work.

 

11.

CSG STATEMENT EXPRESS (ACP Clients only)

 

CSG Statement Express is a fully hosted web application that electronically
stores, retrieves and prints a Customer’s statement in the form of a PDF
Image.  It allows customization of index fields and storage options to be
determined by Client.  CSG Statement Express works in either a stand-alone
capacity or integrated with ACSR®, defined in the Billing Agreement as a
graphical user interface for CSG’s service bureau subscriber management system
that gives CSRs access to reference tools, help screens and Customer data.

 

 

12.

STATEMENT EXPRESS API SERVICE (ACP Clients only) (see Exhibit A-6).

 

Statement Express API Service electronically retrieves PDF Images via an API to
CSG’s hosted database.  PDF Images are then available for multiple statement
viewing audiences and needs.  Statement Express API works in either an
application programming interface capacity or integrated with ACSR®.  Upon TWC’s
request and subject to a mutually agreed SOW, CSG shall establish and provide an
additional instance(s) of the Statement Express API and all Statement Express
APIs shall be considered one and the same Service hereunder.

 

Statement Express API Service will enable PDF Images to be accessed from CSG
data repository databases, for both a production and a shared CAT test
environment, via any Electronic Billing Systems, Third Party Systems and/or
Other Mediums.  All updates and enhancements of the Statement Express API
Service shall be made available at no charge to Clients immediately upon release
by CSG and are included within the definition of Statement Express API Service.

  

13.

ACS (ACP Clients only).

 

The Address Change Service (also known as Postal Endorsement) is an automated
service used by the USPS to provide electronic updates to its
customers.  Instead of receiving returned mail pieces to Client’s site for
address updates, the USPS will provide CSG with an address file, and CSG will
automatically update the “bill to” information for Clients’ connected and
disconnected Customers.  

 

14.

CUSTOMER LETTERS (ACP Clients only).

 

CSG’s new Customer Letter service offers advanced flexibility, supporting page
and font formatting, insertion of graphics, and the use of any font supported by
Microsoft Word.  The product allows for selective inserts, Ad Pages, and choice
of paper stock.  In addition, Clients may opt under the Billing Agreement to use
CSG Vantage Direct, a suite of Vantage interactive applications that offer
Vantage users the ability to target specific Customers or groups of accounts
from the Vantage database (or comparable applications from CSG or another data
source) to receive a particular promotion or communication through CSG Customer
Letters.

 

Except as otherwise provided in paragraph 12 above, all updates and enhancements
of the Services described above containing functionality previously existing
under this Agreement shall be made available at no charge to TWC or Clients
immediately upon release by CSG and are included within the Services
hereunder.  Except as otherwise provide herein and subject to a mutually agreed
amendment to the Agreement, CSG may charge TWC or Clients for any updates only
containing functionality that did not previously exist under this Agreement,
provided that such new functionality must be an optional Service hereunder and
is generally made available as a separately priced item.  CSG will not be
required to (i) develop and release updates, (ii) customize updates to satisfy
Client’s particular requests, or (iii) obtain updates or enhancements to any
third party products or services, provided, however, in no event shall the
foregoing in any limit CSG’s support obligations hereunder.      

 

 

Exhibit A-1

 

Print and Mail Services

 

1.

DEFINITIONS.

 

(a)

Mail Pieces:  May include statements, customer letters, reports and other
documents.

 

(b)

Cycle:  A cycle is defined as the time period beginning at **:** **** and ending
at **:** ******** in the time zone where physical printing occurs.  A cycle can
include multiple Client file transmissions of mail pieces.  As used in this
Agreement, the terms “Client file” or “data file” shall mean a single job of
like pieces for Client.

 

(c)

Turnaround:  The elapsed time between the end of transmission of an accurate and
complete data file and the point where the last mail piece of that transmission
is delivered to USPS.  For any mail piece sent to a third party for further
processing to receive the lowest postal rates, the Turnaround time clock stops
when CSG has completed preparation of the mail piece for pick-up by such third
party provider.

 

A single turnaround time clock will apply to each Client file received during
any one cycle.

 

(d)

Received:  Client files are deemed received upon successful transmission of an
accurate, complete and properly formatted file to CSG.

 

2.

Data from each Non-ACP Client is to be prepared for CSG in the agreed format and
transmitted to the designated CSG Output Center no later than *:** **** ET/*:**
**** CT, on each of the daily cycle processing dates.  If the data is erroneous
or is not prepared in the agreed format, or if a Non-ACP Client furnishes media
which is in unsatisfactory condition for processing, then CSG shall immediately
notify the applicable Non-ACP Client of the problem.  If such Non-ACP Client
requests that CSG research or resolve the problem, then a fee based on the
Technical Services fee as set forth on the Pricing Schedule under Section
3.B.IV, Optional Services, may be assessed on the part of CSG to research or
resolve the data or format problem.  If any media furnished by a Non-ACP Client
are damaged due to CSG’s equipment or processes, CSG shall replace such media at
its own expense.  Each Non-ACP Client is responsible for maintaining proper
backup of source material sent to CSG until CSG has returned the original media
to such Non-ACP Client.

 

3.

Under this Agreement, CSG will produce and distribute each Client’s Customer
statements and other documents provided to CSG under this Agreement for
printing/mailing (collectively, “Customer Mail Pieces”), which services for each
Client are more particularly described as follows:

 

·

Daily processing, postal sortation, printing, inserting and full mail
distribution of Client’s Customer Mail Pieces.

·

Processing of Client data for proper statement formatting, printing, inserting
and delivery distribution requirements.

·

The appropriate return envelope as well as the required inserts.  Up to seven
(7) inserts may be included with each mail piece setup.

·

CASS (Coding Accuracy Support System) Certification of all Client-requested
mailing names.

·

Specific Client related job program development, maintenance and backup to
support print and mail application.

·

High-speed simplex and duplex laser printing with full color printing and the
capability to bold certain words throughout the document specified by the Client
(selective bolding requires Message Manager).

·Forms design, development and support.

·Image files for customer service viewing of printed statements.

·

XML files for e-bill presentment to third party if requested, subject to a
mutually agreeable Statement of Work .

·

Any other tasks or activities necessary to print and mail any such documents to
Customers and/or to provide any of the offerings listed on Exhibit C hereto.

 

4.

Postage.  CSG agrees to purchase the postage required to mail documents to
Client’s Customers generated by CSG on behalf of Client.    Postage fees (as
they may be increased by the USPS from time to time) shall be charged to Clients
at CSG’s actual cost.  If it would result in a lower cost to the applicable
Client for CSG to send certain items in a particular

 

job for such Client out to a presort house for sortation and mailing because a
lower USPS rate could be obtained for such Client as a result, then, under such
circumstances, CSG may pass through to such Client any sortation charges
assessed by such presort house to CSG, but only if the postage costs for all
items mailed through such presort house and such sortation charges, when taken
together, would be less than the postage costs charged to such Client had CSG
sorted and mailed such items.   CSG shall immediately notify a Client if a
mailing will not qualify for the USPS first class one/two ounce postage rate in
order to afford such Client an opportunity to reduce the size of such mailing in
order to enable it to qualify for such rate.  Daily postal reports are available
to ACP Clients (***** ********) through CSG’s DirectNet application and to
Non-ACP Clients (*** ****** ********) through CSG Connect, as described in
paragraph 5 below.  

 

5.

DirectNet and CSG Connect.  CSG Connect and Direct Net are Web applications that
allow CSG's clients direct access to Statement Processing Centers
(SPCs).  Clients can view daily file processing statistics, access operational
reports (including postal reports), and upload/download files (CSG Connect
only). CSG shall ensure that such applications provide Clients with daily metric
information on all statement processing hereunder, including the number of
statements processed at any one time for each billing cycle, the number of
statements and date of delivery to the USPS (or availability to presort house)
for each billing cycle, the applicable postage fees for each cycle with respect
to statements delivered to the USPS (or availability to presort house), and any
other information reasonably requested by Clients.  The applications also serve
as a single entry point for Output Solutions clients, providing links to other
CSG applications.     

 

DirectNet is accessed at the following URL:

https://directnet.csgsupport.com/dnet/Applications/LogOn/LogOn.aspx?ReturnUrl=%2fdnet%2fApplications%2fhome%2fhome.aspx  

 

CSG Connect is accessed at the following URL:

 

http://mycsgconnect.com  

 

6.

Deposit.  Each Client shall make and maintain a deposit equal to the estimated
amount of actual postage charges for such Client for ********** (**) **** as
reasonably determined by CSG based upon the estimated project volume of
applicable Services to be performed monthly by CSG (“Deposit”).  In the last
month of each calendar quarter CSG shall calculate the new Deposit based on the
average of the previous ***** (*) *****’* postage expense as determined by
CSG.  If the new Deposit is greater than the Deposit on hand, Client shall be
invoiced for the required increase in the Deposit.  Likewise, if the new Deposit
required is less than the Deposit on hand, CSG shall provide an invoice credit
for the amount required to reduce the Deposit on hand.  The Deposit shall be
used exclusively for the postage costs of such Client and may not be used to
satisfy any other unpaid amounts of such Client under this Agreement.

 

Any portion of the Deposit that remains after the payment of all Payables due to
CSG following the deconversion of a Client site, or termination or expiration of
this Agreement and expiration of the Termination Assistance Period will be
refunded to Client.  Client shall not be entitled to receive interest on the
Deposit while it is maintained by CSG.

 

7.

Cycle Minimum.  Clients must have a minimum of ******* (**) ****** *** *****.

 

8.

Marketing Services.  Client shall use CSG’s Marketing Services group for the
purchase of paper and envelopes to be used in connection with Print and Mail
Services.  CSG guarantees that such supplies meet all CSG required
specifications and quality standards.  Client, at its option, may use CSG’s
Marketing Services group for the purchase of optional marketing inserts or other
paper or envelopes.

 

9.

Marketing Insert Process.

 

CSG and TWC Companies agree that if any Client desires to implement an insert
plan in any given month that uses more than ***** (*) marketing inserts per
system/principle per day, Client shall be required to provide CSG with
********** (**) **** advance notice (such notice shall be satisfied via email or
phone call) of the date in which the insert plan is to be implemented.  Upon
receiving such notice, CSG and Client shall agree on the timing and duration of
the insert plan, any additional fees or SLA extensions to be assessed based on
the number of additional jobs created and any other details necessary for CSG to
fully understand and document Client’s request.  Such agreement will be
summarized in a Marketing Services quotation or other mutually agreed upon
written document which shall be accepted and signed by authorized
representatives of Client a minimum of ******* (**) **** prior to the
implementation of the insert plan.

 

10.

Performance Standards.  See Exhibit I

 

 

Exhibit A-2

SmartColor

 

1.

SmartColor Printing is available on both sides of each physical statement
page.  The SmartColor Printing fee in Exhibit C allows for up to and including
maximum ink saturation coverage of twenty percent (20%) utilizing color
including black.  Determination of whether the ink saturation coverage is at or
below twenty percent (20%) is based on the logical page that contains the most
ink coverage.  The SmartColor Printing fee in Exhibit C shall be assessed
against Client’s total physical page count on a monthly basis regardless of the
actual number of physical pages that received color processing (i.e. the fee is
assessed whether the physical page receives color or not).  

 

2.

In the event a Client desires to discontinue SmartColor Printing as to all of
such Client’s printed statement volume plus printed additional page volume
utilizing SmartColor Printing, such Client shall provide CSG sixty (60) days
written notice of its election to discontinue SmartColor Printing without any
fee or penalty to such Client.   CSG requires the use of 24# paper for
SmartColor printing due to ink saturation.

 

3.

Should an event require activation of CSG’s disaster recovery plan, or in the
event of an unforeseen or unplanned outage that prohibits SmartColor Printing,
Client acknowledges and agrees that during such event(s) (a) CSG will use
commercially reasonable efforts to continue printing in color using SmartColor
Printing although colors may vary slightly, and, if unable to do so, and (b) CSG
will notify Client and, thereafter, statements will be printed using black/white
print technology.  In such event(s), Client shall not be charged the SmartColor
Printing fee for the statements printed using black/white print technology.

 

 

Exhibit A-3

Exact View

 

1.

The base Service includes:

 

·

Hosting and storage of composed PDF Image documents on CSG’s servers, which are
maintained and supported by CSG.  

·

Creation of PDF Images

·

****** (**) ****** of PDF Image storage.  

·

Includes ****** (**) **** of raw data storage.

·

Customer Service Representative (“CSR”) Workflow Screens which permit the CSR
access to specific Customer document information as identified in index fields
available within a PDF Image.

·

Analyst Workflow Screens which permit Clients to view the same information as
the CSR Workflow Screens and also permit searching, sorting and retrieval of
Images across multiple Customer records

 

 

2.

Specific costs for the following options shall be provided upon Client request.

 

·

Additional months of storage for documents and  Images beyond the base product
storage of twelve (12) months

·

Option for additional months of storage of raw data for Reprints sent to CSG’s
Output Solutions Center (OSC) beyond the ****** (**) **** base offering.

 

Exhibit A-4

PDF Presentment Services

 

 

At each Client’s option, presentment of PDF Images for the then-current month
and prior ****** (**) ****** via Statement Express and Exact View to such
Client’s CSRs, as well as via a CSG application programming interface (i.e.
Statement Express API and Exact View API) to such Client’s Electronic Billing
Systems, Third Party Systems and Other Mediums (“PDF Presentment Services”), and
support and maintenance services for the PDF Presentment Services in accordance
with this Agreement to enable retrieval by Client’s employees, agents, CSRs and
Customers of such PDF images.  

 

The PDF Presentment Services will enable PDF images of the statements to be
accessed from CSG data repository databases in a production environment, via
Statement Express and Exact View (in the case of a Client’s CSRs) and via any of
Clients’ Electronic Billing Systems Third Party Systems, and any such Other
Mediums (in the case of a Client’s Customers) as Clients may elect from time to
time.  CSG shall ensure that any update, enhancement, modification, fix or
upgrade and/or new version of the Statement Express API and of Exact View API
(“PDF Presentment Update”) shall maintain compatibility and interoperability
with all Electronic Billing Systems, Third Party Systems and/or Other Mediums
utilized by Clients that interface with the PDF Presentment Services as of the
date of such PDF Presentment Update, and, in addition, CSG shall not implement a
PDF Presentment Update without first ensuring that such PDF Presentment Update
maintains compatibility with all Electronic Billing Systems, Third Party
Systems, and/or Other Mediums utilized by Clients that interface with the PDF
Presentment Services as of the date of such PDF Presentment Update, at no charge
to Clients.  

 

 

Exhibit A-5

 

Enhanced Past Dues

 

 

1.

Development and Production of Enhanced Past Due Notices.  Enhanced Past Due
Notices may include CSG’s or such Client’s Intellectual Property. Client may
elect to use CSG’s generic Enhanced Past Due Notice format or have CSG develop
custom Enhanced Past Due Notices for Client.   If such Client elects to have CSG
develop custom Enhanced Past Due Notices, CSG will perform the design,
development and programming services related to design and use of the Enhanced
Past Due Notices (the “Enhanced Past Due Notice Work”) and create the Enhanced
Past Due Notice Work product deliverables (the “Enhanced Past Due Notice Work
Product”) set forth in a separately executed and mutually agreed upon Enhanced
Past Due Notice LOA or SOW (the “Enhanced Past Due Notice Work Order”) by the
completion date set forth on the Enhanced Past Due Notice Work Order.  The
Enhanced Past Due Notice will contain such Client’s and CSG’s Intellectual
Property set forth on the Enhanced Past Due Notice Work Order.  Such Client
shall pay CSG the set-up fee for the Enhanced Past Due Notice Work and the
Enhanced Past Due Notice Work Product set forth on the Enhanced Past Due Notice
Work Order upon acceptance of the Enhanced Past Due Notices in accordance with
the Enhanced Past Due Notice Work Order.  After CSG has completed the Enhanced
Past Due Notice Work and the Enhanced Past Due Notice Work Product, CSG will
produce Enhanced Past Due Notices for such Client. Except as otherwise set forth
in an Enhanced Past Due Notice Work Order between a Client and CSG, if such
Client elects to have CSG develop custom Enhanced Past Due Notices, CSG will
develop one custom format; multiple custom formats shall not be used.

 

2.

Supplies.  CSG shall purchase such Client’s requirements of Enhanced Past Due
Notices supplies necessary for production and mailing of the Enhanced Past Due
Notices.   Such Client shall pay CSG the rates set forth in Exhibit C for the
purchase of such supplies.  Unless such Client requests to use custom paper
stock, CSG shall supply the type and quality of the paper stock for generic
Enhanced Past Due Notices.  A Client may elect to use custom paper stock for
generic and custom Enhanced Past Dues for the fees set forth in Exhibit
C.  Enhanced Past Due Notices will be mailed in generic envelopes.

 

3.

The parties acknowledge that the Billing Agreement provided that, except with
respect to TWC’s intellectual property, the Enhanced Past Due Notice Work and
Enhanced Past Due Notice Work Product as described above are CSG’s
property.  Prior to requesting or provided Enhanced Past Due under this
Agreement, the parties will mutually agree on the intellectual property rights
that will apply to each party.  

 

 

 

Exhibit A-6

 

Statement Express API Service

 

1.    Use.  TWC desires to use and CSG agrees to provide CSG’s CSG Statement
Express™ API service ("Statement Express API Service") (as described in this
Agreement) which may be used by Clients and/or their third party contractors in
the United States and the Export Approved Countries for Client's statement
archival retrieval purposes for the term of the Agreement (and any Termination
Assistance Period, as defined in the Agreement), conditioned upon use of Print
and Mail Services by such Clients under this Agreement, unless the Statement
Express API Service is earlier terminated as provided herein.  Use of the
Statement Express API Service by any Client is optional.   

 

2.

Designated Environment.  Current designated environment (“DEG”) requirements for
Statement Express API Service consist of Adobe Acrobat Reader version 7.0 or
higher (Requires Plug-ins) and either Internet Explorer 6.0 or higher or an
industry-standard browser.  Statement Express DEG requirement as used in
conjunction with ACSR are set forth in the Billing Agreement.

3.

Technical Services.  Upon a Client’s request, during the term of this Agreement
and any Termination Assistance Period, CSG personnel will assist such Client
with any reasonable Technical Services that such Client reasonably requests in
connection with the Statement Express API Service, including in relation to the
Client-side integration of any Electronic Billing Systems, Third Party Systems
and/or Other Mediums pursuant to a Statement of Work signed by the applicable
Client and CSG for the then-current Fees for the provision of Technical Services
provided in Exhibit C of the Agreement.

4.

Deconversion.  In the event TWC divests a cable system CSG agrees to provide
de-conversion services in accordance with Article 3.1 (c) of the Agreement and
as part of such de-conversion services, the following shall be added to the list
of master files and data in Section 3.1(c)(i):  

 

·

PDF Images of Statements (for the applicable archive period selected by the
Client prior to deconversion)

 

 

EXHIBIT B

DESCRIPTION OF PRODUCTS

 

RESERVED

 

 

EXHIBIT C

PRICING SCHEDULE AND PRICING ADJUSTMENT

 

1.

PRICING ADJUSTMENT

 

a.

CSG shall not increase any of the pricing contained in this Exhibit C prior to
the ****** *********** date of the ********* ****.  Thereafter, except for the
**** *********** **** ***, which shall never be increased hereunder, upon ******
(**) **** prior written notice, CSG may increase the fees set forth in this
Exhibit C no more than once in any ************* year to an amount computed,
with respect to each fee, by *********** the then-current fee by the greater of
(i) **** or (ii) *** ******* ******* (****) of the ********** ******** ** ***
******** ***** ***** for all ***** ********* (*****):  **** **** ******** ***
***** **** **** *** ****** (******* = ***), during the prior ************* as
published by the **** ********** ** ***** (or any successor index); provided,
however, that any such increase is capped at ***** and *** **** ******* (*½*)
per ******** ****.  Each Client will be notified in writing of any such increase
no less than ****** (**) **** prior to the application of such increase.

 

b.

Notwithstanding the foregoing, CSG may adjust the fees for Materials that CSG
provides to Clients pursuant to this Agreement, as defined in this Exhibit C, or
as mutually agreed upon by both parties in writing, at any time based upon
documented increases (without mark-up by CSG) to Materials expenses that may be
passed along to CSG from its Materials vendors and as a point of clarification
such fees for Materials shall not be subject to any other adjustment provided in
this section.  In addition, CSG shall pass through to Clients the entire amount
of any decrease in the net fees paid by CSG for Materials by its Materials
vendors, which includes but is not limited to bonuses, rebates, across the board
discounts, etc., allocated at an item level, immediately upon the effective date
of any such decrease being applied to CSG invoices from its Materials
vendors.  Documentation for any adjustment to Materials due to an adjustment by
a Materials vendor shall be made available to Clients upon their request. 
Clients will be notified in writing of any Materials price increases no less
than ****** (**) **** prior to the application of such change.

 

c.

Within *** (*) ***** of CSG’s adjustment to pricing under this Agreement, CSG
shall provide to TWC, in electronic format, a revised version of this Exhibit C
that has been updated to reflect such pricing adjustments.

 

2.

SMARTCOLOR FEE COMPUTATION

 

a.

In exchange for TWC’s agreement to enter into this Agreement, CSG agreed to
******* TWC’s ********* ******* ** ********** ******** *** ** **********
*****.  Further, TWC and CSG agree to use commercially reasonable efforts to
complete ********* of the ********* ******* ** ********** ******** no later than
******** *** ****.

 

b.

As TWC’s remaining Clients ******* ** ********** ** ****, such Clients **** ***
** ******* *** ********** *** ***** ** ******* ** ****.  For clarity, those
Clients printing using ********** as of the ********* **** of this Agreement
will ******** ****** *** ********** as defined in Section 3.I.B.5 below during
the remainder of ****.  

 

c.

Commencing ******* ** ****, and every ***** thereafter, CSG will invoice all
Clients for SmartColor printing ******* **** *** ******** ***** ********** **
***.

 

d.

CSG and TWC agree that a calculation will be performed in order to determine the
SmartColor fee that every Client will be invoiced.  The intent ** ** ***** ****
*** ***** ** *** ***, such that when it is ******* ******* ***’* ***** ****
******, would result in a ***** ********** ***** ***** ** *** ***** **********
**** ******** to TWC during ****.  The revised SmartColor fee shall be computed
as follows:

 

Total SmartColor fees invoiced to TWC ** **** ******* ** ***** ** *** ********
******** ********* ***** ******* *** all Clients ** ****.

 

 

The following is provided for illustrative purposes only assuming the following:

 

Total SmartColor spend by TWC ** **** = $*********

Total ******** ******** ********* ***** ******* for all Clients ** **** =
***********

Revised SmartColor fee to be invoiced to all ******** Clients = $****** *** ****

 

e.

Any Client ******** ********* will *** ** ******** ** ******* ** ********
********** and will be excluded for purposes of computing the revised SmartColor
fee and will not be charged the SmartColor fee commencing ******* ** ****.

 

f.

CSG shall compile the necessary data, compute the value for the revised
SmartColor fee and provide the details for the calculation to TWC no later than
******* *** ****.  CSG and TWC shall reach agreement on the value of the
SmartColor fee, which shall be documented in a separately executed Amendment to
this Agreement.  CSG shall commence using the revised SmartColor fee with the
******* *** **** invoices.

 

 

 

 

 

 

 

3.

PRICING SCHEDULE

 

The following Production Expenses and Fees are provided for the Services and
Products contemplated by Client on the Effective Date.  Should Client desire to
use any additional services or products offered by CSG, CSG will provide
associated fees to Client.  Upon mutual agreement of the parties, CSG shall
provide such services or products to Client and fees for such services and
products shall be incorporated into the Agreement via separate amendment.

 

A.

INDEX

 

3.B.

Production Expenses and Fees – ACP Clients and Non-ACP Clients

I.

Statement Processing

II.

Ancillary Print Services

III.

Materials

IV.

Optional Services

V.

Document Archival – Exact View and Statement Express API

3.C.

Production Expenses and Fees –ACP Clients Only

I.

Customer Letters/Past Dues/Disconnect Notices

II.

Optional Services

3.D.

Production Expenses and Fees – Non-ACP Clients Only

I.

Customer Letters

II.

Optional Services

 

B.

PRODUCTION EXPENSES AND FEES – (ACP AND NON-ACP CLIENTS)

 

The following Production Expenses and Fees apply to both ACP and non-ACP
Clients.  

 

I.

STATEMENT PROCESSING

 

DESCRIPTION OF ITEM

UNIT

FEE

A.Start-Up

Request

Quote

B.Roll-Fed (******** ********) (Note 3)

 

 

1.First Physical Page – Includes the following:

-***** ********** *** ********** ** ****** ****

-****** ********* ***** ***** ****

-********* ********* ** ******** **** **** #** ** * * * ***** ********

-********* ** ******** ******** ***** ********

-*********** ********* *** ********* *******

-*** ******** ********* **** *** ********* *******

-**** *********** ********** ******* *****

-**** ************** ********** ******** ******* *****

-********* ******* **********

-****** *********

-********** ********** *** ************ **** ********* ******* **** *********
*** ******* ****** *** *****

Excludes the following:

-****** ********** *** *******

********

$******

2.Additional Physical Page (Note 1) – Includes the following:

-***** ********** *** ********** ** ****** ****

-****** ********* ***** ***** ****

-********* ********* ** ******** **** **** #** ** * * * ***** ********

Excludes the following:

-*****

******** ****

$******

3.Ad Page – Roll-fed (******** *****) (Note 2)

******* ****

$******

4.Ad Page – Roll-fed with SmartColor (******** *****) (Note 2)

******* ****

$******

5.SmartColor - Additional fee for adding color to a black and white document,
includes up to 20% coverage (Notes 4, 5)

******** ****

$******

C.Cut-Sheet (******** ********) (Note 3)

 

 

 

DESCRIPTION OF ITEM

UNIT

FEE

1.First Physical Page – Includes the following:

-***** ********** *** ********** ** ****** ****

-******* ** ****** ********* ********* *****

-********* ********* ** ******** **** **** #** ** * * * ***** ********

-********* ** ******** ******** ***** ********

-*********** ********* *** ********* *******

-*** ******** ********* **** *** ********* *******

-**** *********** ********** ******* *****

-**** ************** ********** ******** ******* *****

-********* ******* **********

-****** *********

-********** ********** *** ************ **** ********* ******* **** *********
*** ******* ****** *** *****

-********* ***/* * *** **#* ********** */* *** **** *********** ** *****
********** *****

-******** #*** **# ****** ******** ********* ********** */*

-******** #** **# ****** **** ******* ********** ** ***** **** ****** ****  

Excludes the following:

-*******

********

$******

2.Additional Physical Page –Includes the following:

-***** ********** *** ********** ** ****** ****

-******* ** ****** ********* ********* *****

-********* ********* ** ******** **** **** #** ** * * * ***** ********

-***** ****

-********* ***/* * *** **#* ********** */* **** ******* ************ ** *****
********** *****

-******* ** ****** ********* ***** ***** *****  ******** ********* ***********
***** ******** ** ********* ******** *** ********* ********* ** ******** ****
**** #** ** * * * ***** ********  (******** *****) (Note 1)

******** ****

$******

3.Ad Page – Cut-sheet (******** *****) (Note 2)

******* ****

$******

C.Braille and Large Print Documents – (Note 6)

 

 

1.Start-up

*** ****

$********

2.Processing Fee (Note 7)

******* ****

$******

3.Data File Restoration (Note 8)

*******

$*****

Notes:

1.

An Additional Physical Page means text items, such as billing details or
system-generated document messages that overflow onto an additional physical
page with no more graphics than those graphics tied to messages via the document
message and no programmer intervention.  The page may include static company
information, such as policies and procedures, payment locations, franchise
authorities, etc.  Only graphics from CSG’s graphics library may be used on the
additional physical page.  Set-up and changes to this page are billed at the
Technical Services Fee as defined in Section IV, Optional Services, Subsection A
below.

2.

An Ad Page means targeted messages or advertisements using text, graphics and
borders generated on an additional logical page.  A logical page is one side of
a physical page.  No reverses or dark photos may be used, only gray scale
graphics and color. If the Ad Page is printed as an Additional Physical Page,
Clients shall be charged the Additional Physical Page rate in addition to the Ad
Page rate.

3.

If Client requests duplicate documents, Client shall pay the applicable
Statement Processing Fees as outlined in Section I. of this price schedule, plus
applicable paper and envelopes for the duplicate documents.  Reprint charges do
not apply to CSG initiated Client document reprints.

4.

Where applicable, SmartColor Printing fees are in addition to all other fees
under Exhibit C.  SmartColor will be deployed to all of Client’s Roll-Fed
statements.  .  

5.

CSG ***** ***** *** ************** **** ******** ** *** ******’* ********* **
********** ********.  All SmartColor migration efforts shall be documented in a
mutually agreed upon Statement of Work.  If Client desires to add statement
redesign elements to the Statement of Work that are not required for purposes of
printing in color, such hours shall be billable at the Technical Services Fee.

6.

Braille and large print documents are not printed by CSG.  Clients must contract
with a third party print vendor who can provide print processing for Braille and
large print documents.  CSG can provide the contact information for a preferred
provider upon Client request.

7.

The monthly data frame charge is assessed against the statement data frame count
********* **** ****** ****** **** ** ***** *** ***** *****.  If a backer page or
Ad Pages contains Customer statement data, it will be counted as a billable data
frame.

8.

The daily AFP/PDF file is available to Clients for a period of ***** (*)
****.  Thereafter, files are archived.  Should Client require CSG to restore an
archived data file, Client shall pay the Data File Restoration fee.

 

II.

ANCILLARY PRINT SERVICES  

 

 

DESCRIPTION OF ITEM

UNIT

FEE

A.Data Composition Only – Data processing and composition of documents composed
where printing is suppressed (Note 1)

********

$******

Notes:

1.

Data Composition Only is an option at the Client level where Clients may choose
to suppress hard copy printing of the document.  This Fee shall be paid by
Clients for the processing of document data where the printing and mailing of
the document is prevented.

 

III.

MATERIALS  

 

 

DESCRIPTION OF ITEM

UNIT

FEE

A.Paper (Note 1)

 

 

1.Document Stock  - 24# plain white paper, with one perforation (used for
SmartColor printing)

******** ****

$******

2.Document Stock – 20# plain white paper, with one perforation

******** ****

$******

3.Other Custom Document Stock

******** ****

*****

B.Envelopes (Note 1)

 

 

1.Carrier Envelope  - CSG generic stock #10 envelope, 20# paper with one
poly-covered pistol window

********

$******

2.Carrier Envelope – CSG standard #10 envelope, 20# paper, preprinted with two
custom colors and one poly-covered window measuring 3-1/4 x 4-1/8 with a 2-3/16
pistol

********

$******

3.Remit Envelope  - CSG generic stock #9 envelope, 20# paper with one open
window

********

$******

4.Expansion  Envelope – CSG generic stock

********

$******

5.Expansion Envelope – Account Hierarchy statements

********

$****

6.Expandable Box

****

$****

7.Other Envelopes

****

*****

C.Other Mailing Material

****

*****

D.Paper/Envelope Set-up/Revision Fee (Note 2)

*******

$******

Notes:

1.

Custom paper and envelope pricing is based upon certain specifications,
including but not limited to size, paper weight, number of preprinted colors,
and order quantities. CSG typically orders custom paper and envelopes in minimum
***** (*) ***** order quantities.  In the event a Client desires to use custom
paper and/or custom envelopes, Client shall provide CSG with the desired
specifications upon which CSG shall provide Client with a price quote.  Client
shall be required to approve such quote in writing (email to suffice) prior to
CSG’s ordering of any custom paper and/or custom envelopes.  Pricing is subject
to change at any time as described in Exhibit C, Section 1, Pricing Adjustment.

2.

Client shall pay the Set-Up/Revision Fee in the event the Client desires to use
paper or envelopes that require special ordering.

 

IV.

OPTIONAL SERVICES

 

DESCRIPTION OF ITEM

UNIT

FEE

A.Technical Services

****

$********

B.Marketing/Creative Services Support

****

$********

C.Inserting

 

 

1.Insertion Fee – (*******l) Automated insertion of marketing material into #10
or 6 x 9 outer envelope (*** ***** ***** *** **** ** ******** ** **** ****** ***
****** *****)

******

$******

2.Insertion Fee – Automated insertion of documents into flat envelopes excludes
mailing materials)

*****

$******

3.Manual Insertion Fee – Hand insertion of documents into flat envelopes
(******** ******* *********)

*****

$******

4.Manual Insertion Fee – Hand insertion of documents into boxes (********
******* ********

*****

$******

5.Insert Printing – Marketing inserts or envelopes

*****

*****

6.Late Insert Notification

*******

$********

7.Late Arrival of Non-CSG Printed Inserts

*******

$********

8.Returns to Client (handling fee)

**********

$*******

9.Holds or Notification of Insufficient Inserts

**********

$*******

10.Destruction of Inserts (*** ***** ******** ******* ** ***** *******, rounded
to the next highest ********)

***** *******

$*******

11.Affidavit (Note 1)

*******

$*******

D.Mail Trace

 

 

1.Start-up (Note 5)

*******

$**********

2.Mail Trace Processing

*********

$******

3.Optional Automated Delinquency Delay Service

*********

$******

4.Mail Trace – Data File Restoration (Note 6)

*******

$*******

E.Message Manager

 

 

1.Start-up (Note 2)

********

*****

2.Message Manager Processing Fee

*********

*/*

F.Postage, Freight, Shipping

****

****

1.Statements (Note 3)

*********

****

2.Customer Letters (Note 3)

******

****

3.Past Due Notices and Reminders (Note 4)

******

******** ************* ****

 

Notes:

1.

An affidavit is an official statement from the CSG Insert Control team giving
affirmation to the number of documents inserted with any particular
insert.  This statement includes the cycle dates for which the insert was run.

2.

All Message Manager Start-Up services and the associated fees shall be set forth
in a separately executed Statement of Work or Letter of
Authorization.  Development hours will be billed at Client’s Technical Services
rate.  *** ***** ******* ******* ** *** ********* **** *** ***** *** ********
*** ******* (*****) *********** ***** at $****** *** **** with any **********
*********** ***** to be ****** ** ******’* ********* ******** ****.

3.

Actual postage shall be defined as volume billed at actual postage, based on the
presort verification reports generated from each cycle.  The ******** **** **
**** ** * ******* ******, and is ******* ** *** ****** ***** ** *** *********
********** of all **** **** ** *** ******* ****** *** * ****** ***** ******.

4.

Facility Qualification Rate shall be defined as *** ****** ****** ** *** ****
***** ***** ******* **** **** the ******** ********* ** *** *********
********.  CSG ********** *** ** ******’* ****** ** ********* *** *******
************* **** ** **** ***** ****** ***’* ****** ********* ****** ** *
********** ****, and ******* **** ********** ** **** ******’* ******.

5.

The set-up charge is for a single statement format for all system/principles and
includes redesign of statement format, set-up of user hierarchies and generation
of daily scan data files.

6.

The daily flat file is available to Clients for a period of ***** (*)
****.  Thereafter, files are archived.  Should Client require CSG to restore an
archived data file, Client shall pay the Data File Restoration fee.

 

 

V.

DOCUMENT ARCHIVAL – EXACT VIEW, EXACT VIEW API, STATEMENT EXPRESS AND STATEMENT
EXPRESS API

 

Exact View and Exact View API are the PDF Image archival and retrieval services
used by non-ACP Clients while Statement Express and Statement Express API are
the PDF Image archival and retrieval services used by ACP Clients.

 

 

DESCRIPTION OF ITEM/UNIT OF MEASURE

FREQUENCY

FEE

A.Start-Up

 

 

1.Exact View

*******

******

2.Exact View API  (Note 10)

*******

*****

3.Statement Express

*******

******

4.Statement Express API with a CAT Test Environment Interface (Note 2)(Note 10)

*******

*****

B.Monthly Fees

 

 

1.Exact View Monthly Hosting Fee

*****

******

2.Exact View API

*****

******

3.Statement Express Monthly Hosting Fee

*****

******

4.Statement Express API

*****

******* ** **** * *****

C.Image Archival

 

 

1.Exact View – ****** (**) ****** image archival (Note 8)

********

$******

2.Statement Express– ****** (**) ****** image archival (Note 8)

********

$******

D.Conversion of Historical PDF images for New Interface Application and for
On-Line Image viewing for both Clients and customer service representatives
(****** (**) ****** maximum) (per statement) (Non-ACP Clients Only) (Note 1)

********

$******

E.Interface Development and Technical Services (Note 7)

*******

*****

F.Statement Express API Support Services Fee (Notes 3-9)

 

********

******** ** *** *****

Notes:

1.

*** ********** ** ********** *** ****** *** *** ********* ************ *** ***
******* ***** ******* ***** ** ********* ** *** ** ** **** ** ****** ********
*** *** ****** *** ******** ** *** ** ******** ******** *** ****** *** *** ****
** *** **** * **** **** **** ***** *** ********** ************** ***** ** *****
*** ******** ******** ** *** *** ******.  In the event CSG is required to
convert the images and any cable system of Client is required to pay the per
statement fee, the charges to any cable system of Client shall be ****** **
$****** *** ******.  Formatting specifications:

a.

CSG shall not provide a CD of the PDFs that are back-loaded into CSG’s archival
repository.

b.

Data received via CD/DVD/removable hard disk must be encrypted (CSG shall be
sent the key under separate delivery.

c.

Each statement cycle will be a separate PDF file containing all statement images
for the cycle (cycle file).

d.

Separate flat data file to accompany PDF delivery.

e.

Flat file must be an ASCII delimited file.

f.

The field delimiter in the flat data file can be one of the following
characters:  pipe, tab.

g.

The record delimited in the flat data file must be a carriage return linefeed
(CRLF).

h.

For minimum searchability, each record in the flat data file must contain the
following information (data fields from Client’s billing extract file):

·

ACCOUNT_NUM

·

SITE_IDU

·

Filename

·

STMNT_DTE_YYYYMMDD

·

STATEMENT_CODE

·

Start Page within the cycle file

·

End Page within the cycle file

 

2.

Implementation of the Statement Express API for both a production and CAT test
environment was completed under Statement of Work (CSG document no.2303175)
pursuant to the Billing Agreement.

 

3.

During the term of this Agreement and any Termination Assistance Period, CSG
shall provide Support Services for the Statement Express API Service, including
any interfaces following implementation as contemplated in Note 7 below, and
problems shall be reported and resolved, in accordance with the priority levels
set forth in Section II of Exhibit G of the Agreement.

4.

Clients will ******* * ******* ** **** ******* *** ******* ******** (*********)
*** ***** ***** *** ********** (“PDF Statement Pulls”) per ******** ***** via
the Statement Express API, which, for the avoidance of doubt, ******** ***
********* ***** ***** ******* **** under the Billing Agreement (“Initial API
Capacity”), ** ** ******.  For purposes of clarity, any PDF Statement Pulls
through the Statement Express API in conjunction with **** **** *** ***** ******
*** *** ********* *****, either in terms of Initial API Capacity or any excess
over and above the Initial API Capacity.  If Clients’ aggregate monthly volume
of PDF Statement Pulls increases to ****** ******* (***) of the Initial API
Capacity, CSG shall notify TWC in writing (email shall be sufficient).  If
during any calendar month, Clients’ aggregate monthly PDF Statement Pull volume
exceeds the Initial API Capacity, *** ***** ******* *** *** **** *** **** **
$****** *** ***** *** **** ********* ** ***** ******* and ***** ********
(*******) *** ********* ***** *** ***** in excess of the Initial API Capacity
(“Statement Express API Fees”).

5.

PDF Image history for all Statements shall be available for the then-current
month and the immediately prior ****** (**) ******.

6.

Revisions requested by Clients to the Statement Express API Service will require
a separate mutually agreed upon Statement of Work, which will include fees on a
time and materials basis at a rate not to exceed the then-current Technical
Services rate under Exhibit C of the Agreement, or, if mutually agreed, on a
fixed fee basis for the fee set forth in such Statement of Work.

7.

Interface Development and Technical Services.  Interface development and
technical services requested by any Client in relation to the client-side
integration of any Electronic Billing Systems, Third Party Systems and/or Other
Mediums shall be set forth in a mutually agreed upon Statement of Work.

8.

For avoidance of doubt, solely to the extent Clients continue to use CSG
Statement Express™ and subject to Note 3 above, each such Client shall be
subject to terms and conditions of CSG Statement Express™ set forth in this
Agreement to the extent applicable, including per PDF Image archival storage
fees pursuant to this Exhibit C, provided, however, for avoidance of doubt,
****** (**) ****** of PDF Image history shall be available through both the
Statement Express API Service and Statement Express without duplication of any
archival or storage fees (similarly, with respect to Exact View API and Exact
View).   Notwithstanding the foregoing, other than with respect to the Statement
Express API Fees, Image Archival Fees to the extent applicable, and
implementation and testing fees as contemplated in the Statement of Work
referenced in Note 2 above, ** ********** ****, ********* ** *********, shall
apply solely as a result of any Client’s use of the Statement Express API.

9.

For purposes of clarification, except for monthly support fees with respect to
Statement Express API as set forth in Note 4 above, *** ************ **** *****
*** ** ******* ******* ****, which does not in any way negate or limit CSG’s
obligations to provide support pursuant to Section 4 of the Agreement.

10.

The parties acknowledge and agree that as of the Commencement Date, there is (a)
an Exact View API and (b) a Statement Express API with a CAT Test Environment
Interface provided by CSG.  Upon TWC’s request and subject to a mutually agreed
SOW, CSG shall establish and provide an additional instance(s) of the Exact View
API and/or Statement Express API, as applicable.

 

 

C.

PRODUCTION EXPENSES AND FEES – (ACP CLIENTS ONLY)

 

The following Production Expenses and Fees apply to ACP Clients only.

 

I.

CUSTOMER LETTERS/PAST DUES/DISCONNECT NOTICES

 

DESCRIPTION OF ITEM

UNIT

FEE

A.Start-up

 

 

1.Customer Letters

 

 

a.Legacy Format

*******

*/*

b.Enhanced Customer Letters

*******

$**********

2.Enhanced Past Due Notices

 

 

a.Legacy Format

*******

*/*

b.Generic Enhanced Format (******* ***) (Note 1)

*******

$********

c.Modified Generic/Bilingual Format (******* ***) (Note 1)

*******

$********

d.Addition of System/Principle to Existing Format (******* ***) (Note 2)

*******

$********

B.Roll-Fed – Letters (Note 9)

 

 

1.Legacy Format

 

 

a.First Physical Page –Black Toner Only.  ******** ******* ***** *** *******
******* ******** *** ******* ********** ******** *** ********* ** ******** ***
********** ********* ** **** *** **** *********** (******** *******)

******** ****

$******

b.Each Additional Physical Page –Black Toner Only.  ******** ******* ***** ***
********* ** ******** **** (Note 3)

******** ****

$******

2.Enhanced Format  (Note 7)

 

 

a.First Physical Page –Black Toner Only.  ******** ********* ** ******** ***
********** ********* ** **** *** **** *********** (******** ****** ********* ***
*******)

******** ****

$******

b.Each Additional Physical Page –Black Toner Only.  ******** ********* **
******** **** (******** *****) (Note 1)

******** ****

$******

c.Ad Page – Roll-fed (******** *****) (Note 2)

******* ****

$******

 

DESCRIPTION OF ITEM

UNIT

FEE

C.Roll-Fed – Past Due Notices

 

 

1.Legacy Format

 

 

1.First Physical Page –Black Toner Only.  ******** ******* ***** *** *******
******* ******** *** ******* ********** ******** *** ********* ** ******** ***
********** ********* ** **** *** **** *********** (******** *******)

******** ****

$******

2.Enhanced Format

 

 

a.First Physical Page –Black Toner Only.  ******** ******* ***** *** *******
******* ******** *** ******* ********** ******** *** ********* ** ******** ***
********** ********* ** **** *** **** *********** (*******)

******** ****

$******

b.Each Additional Physical Page –Black Toner Only.  ******** ******* ***** ***
********* ** ******** **** ((Note 3)

******** ****

$******

c.Ad Page – Roll-fed (******** *****) (Note 4)

******* ****

$******

D.Past Due Notice Modified Generic/Bilingual Revision (Note 5)

*******

$********

E.Customer Letters – Standard Rate Mail (Note 6) (Note 8)

******

$******

 

Notes:

1.

The Generic and Modified Generic/Bilingual format/layout includes a certain
level of flexibility that Clients utilize in establishing their
design.  Included is *** (*) **** ** *********/******** ******** ******* ***
****** ** ********.  Any additional time required is billed at the
Marketing/Creative Services Support hourly rate.  In the event that the level of
modifications requested by Client exceeds those included in these
formats/layouts, additional fees may apply.

2.

The fee includes *** (*) **** of ******* **** and ****** ********** ** *** (*)
******/********** ** *** ****.

3.

An Additional Physical Page means text items, such as billing details or
system-generated document messages that overflow onto an additional physical
page with no more graphics than those graphics tied to messages via the document
message and no programmer intervention.  The page may include static company
information, such as policies and procedures, payment locations, franchise
authorities, etc.  Only graphics from CSG’s graphics library may be used on the
additional physical page.  Set-up and changes to this page are billed at the
Technical Services Fee.

4.

Only available for Clients using Enhanced Past Due Notices.  An Ad Page means
targeted messages or advertisements using text, graphics and borders generated
on an additional logical page.  A logical page is one side of a physical
page.  No reverses or dark photos may be used, only gray scale graphics and
color. Set-up and changes to this page are billed at the Statement Design
Services Fee.  If the Ad Page is printed as an Additional Physical Page, Clients
shall be charged the Additional Physical Page rate in addition to the Ad Page
rate.

5.

In the event Client wants to revise the labels on an existing Modified
Generic/Bilingual format, they may be charged for changes made to each
format.  The charges ***** * ******* ** *** (*) ******/********** ** ****.

6.

General mail delivery for standard rate mail is ***** (*) to ****** (**)
****.  ***’* ******* **** ** $****** *** ******** ****** ******.  This rate is
subject to change at any time based on changes to USPS postal rates.

7.

Customer Letter processing excludes paper and envelopes.

8.

With respect to any materials and inserts TWC or Clients provide to CSG, TWC and
Clients must abide by the Content Standards for Standard Mail Letters guidelines
set forth by the USPS in the Domestic Mail Manual, which can be found at the
USPS’s website (http://pe.usps.gov/text/dmm300/243.htm#wp1048240), including but
not limited to provisions related to hazardous materials.  

 

II.

OPTIONAL SERVICES

 

DESCRIPTION OF ITEM

UNIT

FEE

A.Delinquency Labels

 

 

1.Spooled to site (*** *****)

*******

$******

2.Reports (*** ******) ($****** *******)

*******

$*******

B.Statement Checkers (******* ***** *****)

*******

$********

C.Postal Endorsement

 

 

1.Postal Endorsement – Address Change Services for disconnected Customers

**** *********

$******

2.Postal Endorsement – Address Change Services for connected Customers

**** *********

$******

D.INVIEW ARCHIVAL FOR STATEMENTS

 

 

1.Originals (Note 1)

 

*****

Notes:

1.

Originals continue to be a service provided as part of TWC’s Connected
Subscriber rate paid under the TWC ACP agreement upon execution of a mutually
acceptable Statement of Work.

 

D.

PRODUCTION EXPENSES AND FEES – (NON-ACP CLIENTS ONLY)

 

The following Production Expenses and Fees apply to Non-ACP Clients only.

 

I.

CUSTOMER LETTERS

 

DESCRIPTION OF ITEM

UNIT

FEE

A.Roll-Fed

 

 

1.First Physical Page – Simplex or Duplex printing, Black Toner Only.  Laser
printing on a roll-fed platform.  ******** ********* ** ******** *** **********
********* ** **** ******* ********* *** **** ************* *** **** ***********
(******** *******)

******** ****

$******

2.Each Additional Physical Page – Simplex or Duplex printing, Black Toner
Only.  Laser printing on a roll-fed platform, includes insertion of document
page (******** *****) (Note 1)

******** ****

$******

3.Ad Page – Roll-fed (******** *****) (Note 2)

******* ****

$******

4.Ad Page – Roll-fed with SmartColor (******** *****) (Note 2)

******* ****

$******

5.SmartColor - Additional fee for adding color to a black and white document,
includes up to 20% coverage (Notes 3, 4 )

******** ****

$******

B.Household Document Fee (Note 5)

********

$******

C.Merged Statement Fee

********

$******

1.

Notes: An Additional Physical Page means text items, such as billing details or
system-generated document messages that overflow onto an additional physical
page with no more graphics than those graphics tied to messages via the document
message and no programmer intervention.  The page may include static company
information, such as policies and procedures, payment locations, franchise
authorities, etc.  Only graphics from CSG’s graphics library may be used on the
additional physical page.  Set-up and changes to this page are billed at the
Technical Services Fee.

2.

An Ad Page means targeted messages or advertisements using text, graphics and
borders generated on an additional logical page.  A logical page is one side of
a physical page.  No reverses or dark photos may be used, only gray scale
graphics and color. Set-up and changes to this page are billed at the Statement
Design Services Fee.  If the Ad Page is printed as an Additional Physical Page,
Clients shall be charged the Additional Physical Page rate in addition to the Ad
Page rate.

3.

Where applicable, SmartColor Printing fees are in addition to all other fees
under Exhibit A.  SmartColor will be deployed to all of Client’s Roll-Fed
statements.  

4.

*** ***** ***** *** ************** **** ******** ** *** ******’* ********* **
********** ********.  All SmartColor migration efforts shall be documented in a
mutually agreed upon Statement of Work.  If Client desires to add statement
redesign elements to the Statement of Work that are not required for purposes of
printing in color, such hours shall be billable at the Technical Services Fee.

5.

Householding combines two different document types (e.g., statement/letter that
could be mailed individually) into one envelope for mailing.

 

 

II.

OPTIONAL SERVICES

 

DESCRIPTION OF ITEM

UNIT

FEE

A.USPS NCOA Link

Address Update

$******

 

 

EXHIBIT D

TWC ELEMENTS

 

1.“*** *****” ***** ****** *** ** *****;

2.******** ** ******* *** ******* ******* ** *** ****** ** *** **** ****** ****
**** ** *** ******* ****;

3.******** ***** ***** ********* *** **** ****** **** * ********** ** ******
*********; ***

4.********** ******** ******** ********* ******** ***** ****** ** *********.

 

 

 

EXHIBIT E

INSURANCE REQUIREMENTS

 

The following required minimum coverages and limits may be met by a combination
of the primary policy with a follow-form Excess Umbrella Liability Policy.

1.

Commercial General Liability Coverage

Coverages: Premises & Operations, Broad Form or Blanket Contractual Liability,
Independent Contractors Liability, Products/Completed Operations, Personal
Injury and Broad Form Property Damage

Minimum Limits:

Each Occurrence (BI/PD)$*********

General Aggregate$*********

Products/Completed OperationsAgg. $*********

Medical Expenses (any one person)$*****

▪

TWC must be named as an Additional Insured - Use ISO Endorsement CG 2010 or CG
2026 (or equivalent) for ongoing operations

▪

Policy must provide completed operations coverage to TWC for a minimum of ***
(*) ***** following the completion and acceptance of the work performed by CSG.

2.

Business Automobile Liability Coverage

Coverages: Any Auto Coverage  or  all owned and leased vehicles.  Blanket
Contractual Coverage.

Minimum Limits:

Each Accident$*********  Combined single limit for bodily

General Aggregate$*********  injury & property damage

3.

Workers’ Compensation Insurance

Coverages and Minimum Limits:

Part IWorkers’ Compensation********* ******

Part II  Employer’s Liability

Bodily Injury by Accident$*********

Bodily Injury by Disease (Each Employee)   $*********

Disease Policy Limit$*********

4.

Umbrella/ Excess Liability Policy (Follow-Form)

Per OccurrenceAmount must be such that when added to the

primary policy coverage, limits are equal to $**********

General Aggregate$*********

5.

Errors and Omissions (E&O) Insurance

Coverages: must include cyber liability coverage

 

Minimum Limits:

Professional E&O$*********

 

6.

Insurance - General Conditions

a)

The certificate holder shall be:

Time Warner Cable Inc., its subsidiaries and affiliated companies

7815 Crescent Executive Drive

Charlotte, NC 28217

Attn: Contracts Administrator

b)

The certificate must be provided on the industry standard “ACORD” form (or
equivalent) upon contract execution and within ** **** of policy renewal.

c)

Insurance carriers must have an A.M. Best rating of at least A- .

d)

CSG will name as an Additional Insured on the general liability policy, by
policy endorsement, “Time Warner Cable Inc., its subsidiaries, affiliated
companies, directors, officers, employees and agents”.  To meet this obligation,
CSG must provide TWC with:

 

§

Certificate of Insurance in accordance with the insurance provisions of the
contract and these insurance requirements.  The following shall be included  in
the “Description of Operations” section of the certificate:

TIME WARNER CABLE INC., ITS SUBSIDIARIES, AFFILIATED COMPANIES, DIRECTORS,
OFFICERS, EMPLOYEES AND AGENTS ARE NAMED AS ADDITIONAL INSURED AS THEIR INTEREST
MAY APPEAR (ATIMA).  

§

Additional Insured Endorsement for ongoing operations ISO CG 2010  or  CG 2026
(or equivalent)

 

e)

All certificates and insurance policies will contain a statement that said
policy is primary coverage to Time Warner Cable Inc., its subsidiaries,
affiliated companies, directors, officers, employees and agents; and that any
coverage maintained by Time Warner Cable Inc. is excess and non-contributory for
claims or losses resulting from the negligence of CSG.  

 

f)

The Workers’ Compensation policy shall include a Waiver of Subrogation in favor
of Time Warner Cable Inc., its subsidiaries, affiliated companies, directors,
officers, employees and agents for claims or losses resulting from CSG’s
negligence.  

 

g)

CSG will provide TWC at least ****** (**) ****’ prior written notice of any
policy cancellation or modification.  

h)

The cost of any deductible amounts or self-insured retentions contained in any
of the insurance policies is to be borne by CSG without any increase or
adjustment to the applicable contract amount.

i)

The required minimum limits of insurance coverage are subject to increase by TWC
at any time if TWC deems it necessary for adequate protection, but no more
frequently than **** ***** *** *****.  Within ** **** of demand for such
increased coverage, CSG will deliver to TWC evidence of such increased coverage
in the form of an endorsement or revised certificate of insurance.  

j)

The minimum limits of insurance coverage required by these insurance provisions
will in no way limit or diminish CSG’s liability.

All of the above conditions will also apply to any subcontracted operations.

 

EXHIBIT F

BUSINESS CONTINUITY/DISASTER RECOVERY PLAN

 

 

CSG maintains written disaster recovery plans (“Plans”) that describe a
pre-planned sequence of events to ensure the continuation, recovery, and
restoration of all business-critical business functions in the event of a
business disaster.   Business-critical functions (computer resources, networks,
processes, and facilities) are those which, if not operating, would cause
significant adverse impacts upon the services or products provided by CSG
Systems, Inc. to its clients. CSG shall test these plans on an annual basis for
accuracy and adequacy in terms of capability to actually achieve the Recovery
Time Objectives (“DR Test”).  The Recovery Time Objectives (“RTOs”) for all
Products and Services are set forth below. 

 

CSG’s Plans are intended to:

·

******** ****** *** **** ** **** *** ** * ******** ** ******* ********

·

******* * ***** ******** **** ******** * ***** ********

·

******* ******* ***** *** ****************

·

******** **** ** **** *** *******

·

******** *** ******** ******** ********* **** **** ** **** ********* * ********

·

******* ***’* *********** ****** *** ********* ********

·

******* ***’* *********** ** *** ********* *** *********

·

******** ******* ******* ** *******

 

Within ****** (**) **** of the completion of the ** **** **** ***** *** *****
******* * ****** ** *** *********** *** ******* ** **** ** **** ** **********
*******  *** ***** ******** ******* *** ******** ********** ****** * ** ****
********** *** ********* ** **** *** ******** **** *********** *** ***** *******
*** ******* ** *** ****** ** **** *********** **** ********

 

**** * – *** ** *********** **** ***** ***** *********** ** * ********

·

********* ************ ******** *** ******* ****** *** **** *********

·

******* *******

·

******* *** ***** ***** **********

·

**** *****

·

********

·

***** ****

·

***** **** ***

·

*** *********** ********

·

******** **** *** *******

·

*** ********* *******

·

*** ********* ******* ***

·

***

·

******** *******

·

*********

·

*** *******

 

**** *** * *** ** ***** *** ** ********** **** **** ***** *********** ** *
********

·

**********

 

 

 

 

 

EXHIBIT G

SUPPORT SERVICES

 

I.  Strategic Business Unit

In accordance with Section 8, Account Management, of the Agreement, CSG will
assign a dedicated team exclusively for the support of Clients (“TWC Strategic
Business Unit or SBU”).  The SBU will have the overall responsibility for Client
satisfaction with all Products and Services.   The make-up of the SBU will
change from time to time to meet the changing needs of the industry and of the
Clients.  The SBU shall distribute copies of CSG’s current escalation process to
all Clients and agrees to provide timely updates to reflect any material changes
to the escalation process.  The SBU will participate in periodic conference
calls and meetings with TWC’s user group to gain direct feedback on user
satisfaction, industry trends and Clients short and long term plans.

 

The SSC provides Clients with advice, consultation and assistance to use the
Products and Services and diagnose and correct problems that Clients may
encounter with the then-current version of the Products or with the
Services.  For the avoidance of doubt, except as otherwise expressly set forth
in this Agreement, the SSC shall not be responsible for supporting problems with
the inoperability of any networks (LANs or WANs), any hardware or software
(other than the Products) located on Client’s premises, or third party
systems.  CSG will offer the SSC remotely by toll-free telephone, fax or other
electronic communication **********************, ****************,
******************.  Each Client will bear all fax and other expenses that it
may incur in connection with the SSC. Every Client problem is assigned a
tracking number and a priority.  Problems are resolved according to their
assigned priority.  In the event that CSG and the applicable Client disagree
about the appropriate priority level classification of the reported problem,
then the classification of the problem made by Client in the exercise of
Client’s commercially reasonable judgment shall govern.

 

II. SSC – PDF Presentment Services (including Statement Express, Exact View,
Statement Express API and Exact View API)

 

After acknowledgment of a problem with the PDF Presentment Services pursuant to
the procedures described below, CSG shall resolve problems with the PDF
Presentment Services as follows:  

·

Priority 1 Problems.  The PDF Presentment Services are **** ** ******** *******
*************** (“CSRs”) and/or Customers are ****** ** **** *** ****** ** ***
******* ** **** ********** *** ***** ***** ********* ******* ***/** ******’*
********** ******* ******** ***** ***** *******, and/or ***** *******.  CSG will
respond within *** (*) **** of ******’* ******.  CSG shall provide a *********
*** *** *** ******* ** **** ** ******** *** ** ** ***** ***** **** ***** (*)
***** ***** ***’* ******* ** *** ******’* ******* ****** (“Trouble
Report”).  CSG shall provide a ********* ********** *** **** ******* ** *****
**** *** (*) ****** from ***’* ******* ** *** ******* ******.

·

Priority 2 Problems. *********** ************* ** *** *** *********** ********
** ********* ******** or **********, but the *** *********** ******** *** ***
****.  CSG will ******* ****** *** (*) ***** of ******’* ******.  CSG shall
provide a ********* *** *** *** ******* ** **** ** ******** *** ** ** *****
***** **** *********** (**) ***** after ***’* ******* ** *** *******
******.  CSG shall provide a ********* ********** *** **** ******* ** ***** ****
*** (*) ****** from ***’* ******* ** *** ******* ******.

·

Priority 3 Problems.  ***** ************* ** *** *** *********** ******** **
********* ******** or the ******* ******* or ******** **** *** ******* **
*********** ** *** *** *********** ******** *** *** ******* **** *** ****** **
*** *** *********** ******** or *********** ************* ******* *****
********* ******** or **********.  CSG will respond within *** (*) ******** ***
** ******’* ******. CSG shall provide a ********* *** *** *** ******* ** **** **
******** but in no event later than ***** (*) ****** from ***’* ******* ** ***
******* ******.  CSG shall provide a ********* ********** *** **** ******* **
***** **** *** (*) ****** from CSG’s ******* ** *** ******* ******.

·

Priority 4 Problems.  ******* ************* ** *** *** *********** ******** **
********.  CSG will ******* ****** *** (*) ******** *** ** ******’* ******. CSG
will ******* ****** *** (*) ******** ***

 

** ******’* ******. CSG shall ******** * ********* ** *** ******* ****** *****
(*) ******** ****.  CSG shall *** ** ******** ** ******* * ********* *** *** ***
*******, but shall ******* * ********* ********** ** ***** **** *** (*) ******
**** ***’* ******* ** *** ******* ******.

If with respect to any Client, the target timeframes set forth above for
resolution of a ******** ***** * or ******** ***** * Problem are not achieved
with respect to any problem reported by a Client in a ********** ***** then CSG
shall ****** **** ****** **** *** ********* ******* *** ******* *** **********
** *** ****** ** ******** *** ****** ******* ** *** *** **** ***** (the “Support
*** *******”).  Any such ******* *** ******* *** ** **** ** ******* ** ******
*** ******* ********* *** ** *** ***** **** *********.  Further, upon the
termination or expiration of this Agreement, *** ****** ******* *** *******
***** ** **** ** *** ** *** ********** ******(*) ** ***** ** ***** ** ** ****
******** ** ***** **** ****** (**) **** ***** **** ********** **
***********.  CSG and Clients acknowledge that it is impractical and extremely
difficult to determine the damages that may proximately result from CSG’s
failure to perform its obligations under this Section II of Exhibit
G.  Accordingly, any amounts payable to Clients hereunder are (1) **********
*******, and *** * *******, (2) ***** *** ** ******* ** *** *********** **
********* ** ********* ** ******* ******* *** ***** ** **** ********* and,
instead, *** ********* ********** ***** ***** **** ******* ** *** ******* ***
*******:  with regard to **** ****** **** ****** ** ******* *** *** ***********
********* *** ******* *** ******* ***** ** ******* ** ** ****** *** (i.e. ***
******** ****) of an ****** ***** **:  * * (the ********* ******* *** *******
*** ********** ** *** ******* ****** ** ******** *** ****** ********* ** *
******* ***** ** **** ******** ****), and (3) ********** *** ***
**************** ** *** ******** ******* ** ******* **** * ******* ** *** **
****** **** *** ********** ** ******* ** ** **** ******* *.  The provision for
****************** in any part of this Agreement shall in no way limit TWC’s
right to terminate this Agreement, and Clients shall retain the right to pursue
any other rights and remedies available under this Agreement or applicable law
with respect to such termination.  In the event CSG has ******** ***** * or
******** ***** * failure for which a ******* ****** *** would be ******* *****
**** ******* * in the **** ***** ** ** ****** ******** ******** ******** ****
******** ******* or **** ************ ******** ******* with respect to *****
***** ***** **** **** ********* ******* ** ********* ******* *** ***** *******
*, CSG will **** *******  *** ***** **** *** ******* and/or ********* *******
*** ******* (as defined in ******* *) with respect to such Service(s), and will
*** *** * ******* ****** *** ** ****** *** **** *****.  

 

III.  SSC – Products and Other Services

When contacting the SSC, the caller should be prepared to provide detailed
information regarding the problem and the impact on the operation and the end
user.    In certain situations, Client will need to provide CSG with adequate
examples and details to assist with problem identification.  Each problem or
question is assigned a tracking number and a priority.  The priority is set to
correspond with the urgency of the problem.  Client shall describe the urgency
of the problem when it is initially reported.  The priority levels are described
below.  CSG shall resolve problems with the Products and Services as promptly as
practicable, consistent with the priority levels described below.

 

·

CRITICAL (PRIORITY 1):  ******** **** ** ************** ****** ****** or ****
********** *******  ****** ****** ****** *** ******* ****** ******* *** ********
*** ** *** ******** ***** ****, is ************ ******* ******* or *************
********, or is ****** ** *******.  Client will ******* ** ********* ********
*** ** *********** ** *** ******* *****. Once ******* *** **** ********, efforts
are then made to determine the “root cause” of the problem. Considering the
nature of the cause, upon Client’s consent, the problem may be adjusted to one
of the other priorities and processed accordingly.  While a ******** (********
*) problem exists, the *** ***** ******* **************** ******* ***** ****
******’* ******/*******/*********** ** ******** ** *********** ******.

 

·

SERIOUS (PRIORITY 2):  ******* **** ** *************, or **** ** ********
************** ******’* **********/********** ****** ** *** **** *** ***** ** **
****** ****** *** ******/*******.  If the problem persists, the ******* ** ***
******* *** ** **** ***/** ******** ******* *** ****** ******** The ***’* ****
** ** ****** **** ******* ** *** ****** ** *** *********** *** ** **** **** ****
****** ** ****** *********** ** ***** ** ******* *** *****. The *** *****
******** ********* ****** ****** ******** ***** ***** * ********* ******** **
*****.

 

 

·

OPERATIONAL (PRIORITY 3):  ******* **** ** ************ *************, or ****
** ******** ************* *** ***** * **** ****** ******. The problem is ******
*** ******’* ********** ***********. The **** ** ********** ** ******* *******
** ******* *** ** ****** ********** ********** *** *******. A **** *** ** *
******** ******* *************** ********, or *** ******’* ********* *****
******* *** ******. CSG’s *** **** ** ** ******* ** ** ****** *** **** ********
***.

 

·

INCONVENIENCE OR INFORMATIONAL (PRIORITY 4):  ************* or **** **
************* *** ***** * *********** ******** ******, or *********** **
*********. The problem is ** ******** ************* or ****** *** *********
***********. There is ** ******* ****** ** *** *** **** ** *** ******. The
problem *** ** ******* ** ****** ******** ******* ******** ******** ** ******,
or * *********** ********.  There is ** ******** ****** ** ****** ******* ** ***
******* ******** *********** or **** because of this type of problem.  CSG’s ***
**** ** ** ******* ****** (*) ******** ****.

 

Should Client wish to check the status of a problem, such Client may contact the
SSC desk representatives or Client’s Account Manager.  In either case, Client
should reference the tracking number.

 

 

 

EXHIBIT H

Scope of Exclusivity

 

TWC’s Residential Cable Business:

 

The exclusivity obligation described in Section 3(f) of the Agreement applies to
the portion of TWC’s residential cable business that is processed via the
following logical database partitions existing ** ** *** ********* **** ******
***’* ********* ******** ** *** ***** ******* ******** (each, an “*****
****”):  ****; ****** ****; *** ****; and, *******.  TWC may split or merge the
foregoing ***** ***** during the Term; however, as to exclusivity that applied
to the printing and mailing, through the USPS, of a particular Customer’s
monthly bill statement prior to such split and/or merge activities, such
exclusivity shall continue to apply to such statement after such split and/or
merge activities.  

 

 

TWC’s Business Class Cable Business:

 

No exclusivity.  After  TWC has finalized and issued all print/mail business
requirements for TWC’s business class cable services business unit (“TWCBC
Requirements”), TWC will provide CSG with an opportunity to submit a bid for
bill finishing services for such business unit (including the National Sales
group) by the time deadline reasonably specified by TWC.  TWC is under no
obligation to select CSG to provide such services.

 

 

TWC’s Media Sales Business:

 

The exclusivity obligation described in Section 3(f) of the Agreement applies to
**** ****** ***** ***** ***.

 

 

EXHIBIT I

SERVICE LEVEL AGREEMENTS

 

1.

********* ********** ********.

 

a.

*** ********* ********** ******** ******** ** **** ******* ****** *** ** **
********* *** **** ******* ******’* ********** ***/** ***** ******* ** ********
***** ** ********* **** *** **** ****** ************ ****** ** ***** ****
*********** **** ***** ** *** **** ******** *** ********** ********** ** ******
**** ***’* ********** ******* ** ***** ********* ****** ****** ** **** ** ***
**** **** *** *** ********* ******** ** ********** **** * ******** ******* *****
******* **** ******* ****** ********* ****** ** ************ ****** ****** **
**** ******* ****** *“******* **** ***** ********** ********”*.  

b.

*** ********* ********** ******** ******** ** **** *** ****** *** ** **
********* *** **** *** ******’* ********** ***** ** ********* **** *** ****
****** ************ ****** ** ***** **** ***** *** ******** **** ********* *****
********** * ******** ** * ******* ****** ********* ****** ****** ** **** ** ***
**** **** *** *** ********* ******** ** ********** **** * ******** ******* *****
******* ** ** *** *********** *** ****** ********* ****** ** ************ ******
****** ** **** *** ****** *“*** **** ***** ********** ********”*.

c.

*************** *** ********** **** ******* ** ******’* ***** ***** ********* **
**** ** *** ********** **** ****** *** ***** ** ************* **** *** ****
****** *** ***** ******* ****** **** ***** *** ******** *** ********** *** ***
********** *** *******/***** ******** **** *** **** ** *** ** ***** *********
*“***** ***** **** ***** ********** ******** **** ******** **** *** ******* ****
***** ********** ******** *** *** *** **** ***** ********** ********* *** “****
***** ********** *********”**  *** ******** ** *********** ******* *** ********
*** ***** ***** **** ***** ********** ********* *** *** ** **** ******* *****
*** ** ******* ** *** ** *** ******** **** ** *** ********** ***********.

d.

*** ******** ** **** ******* ** ******* ** “******** ***” ***** **** ******
******* ******** ********* ******** ********.

e.

** ****** *** **** ** **** ********** *** **** *** **** *** ******* **** *****
********** *********** ******** *** ***** ** ************ *** ** *** *** ****
***** ********** ******** *** ***** ** ************ *** ****** *** ***
********** ** ** ***** *** ******** ** *** **** *** ****** ****** *** **** ****
********* ************ ******** **** ** ******** ** ******** ****** ******** **
******** ************* ********* **** ******* ** **** ******  *** ****** ***
***** ** *** ********* ******** ***** ** ******** ** * ****** ** **** ******’*
**** ******* *******.

 

2.

******** ******** **** ****/********** ******* **** ******* *****

 

a.

******** ********

 

*** ***** ******* *********** **** **** ********** ********* ***** ******** ***
******** ********

 

b.

**** ****/********** *******

 

*** ***** ****** **** ************ ******* ***** ** *** ***** ****** ** ******
****** *********** **** ***** ** ******* ** *** **** **** *** ***** ***** ***
***** ****** **** *** ******* ******* ****** ** *** ***** ****** ** ******
****** *********** **** ***** ** ******* ** *** **** **** *** ***** *****.

 

3.

*** *********** *********

 

*** ***** ******* *** ******* ******** *** ******’* *** *********** ******** **
*** ***** ** ******* **

 

 

4.

********* ******** ********* ******* **** ***** **** *** ***** **** ****

 

a.

******** ******

 

******** **** *** **** ********* ******** ********* ******* **** ***** ****  ***
***** **** *** ******* ****** *********** ***** ** ********** ** *** *** *******
** **** *********** ******* ***** ** *** ***** ******** ** * ******* ***** ***
********** ** * ******* ******* ********* ********** ***** ** **** ******** **
*** ** ********** **** ******* ****** ******  *** ******** ** **** ******* *****
******** **** *** **** ****** *********** ** ******** **** *** ***** **** ***
*** **** *** **** **** *** *** *****  **** ******** **** **** *** ******* ***
******* *****  

 

b.

****** *******  

 

i.

***** **** ***

 

**** ******* ** **** ******* *** *** ****** ** *** ************ ******* ****
********** *** ** ******* ** *** ***** ****** **** ****** ** **** ***********
*** *** ********* ** **** ****** ***** ** ********* *** ******* ** ****
********* ******* ******’* ********** ******* ******** ***** ***** ******* ***
***** ******** ** **** ***** ** ******* ** ****** **** **** ***** *** **** *****
*** **** *** ***** ****** **** *** * **** ******* ******* ** *** ***** ********
** * ******* ****** ********* ********* ********* *** *********** ** ***** ****
****** ** ***** ** ***** *********** **** ***** ******* ****** ** **** *****
********* ********* ***** *** ****** *** *** ***** ** *** *********** **** ****
****** ** **** *** ***** ** *** ***** *** *** **** **** **** ******* ** ****
*********** ***** ****** *** **** *********** ******* *** ******’* **********
******* ******* **** *** ********* *** ********* ** ****** **** **** ** *****  
************** ** *** ********** ******* ****** ***** *** ********* **** **
******* ** * ******** ********* ********* ** *****  ******** *** ***** *******
**** ****** **** *********** **** ***** ******* ****** ** *** *********
********* *** *********** ** ***’* ******* *** ******** **** ** ********** ****
***** **** *** ** ********* **** **** ******’* ********** ******* ******** *****
***** ******* ***/** ***** ******* ** ******* *** ****** ** *********’ ****
********** ******* **** ******’* ********** ******* ******** ***** ***** *******
***/** ***** ********  

 

ii.

***** ****

 

**** ******* ** **** ******* *** *** ****** ** *** ************ ******* ****
********** *** ** ******* ** *** ***** ****** **** ****** ** **** ***********
*** *** ********* ** **** ****** ***** ** ********* *** ******* ** **** ******’*
******** ******* *************** *“****”** ** **** ***** ** ******* ** ******
**** **** ***** *** **** ***** *** **** *** ***** ****** **** *** * **** *******
******* ** *** ***** ******** ** * ******* ****** ********* ********* *********
*** *********** ** ***** **** ****** ** ***** ** ***** *********** **** *****
******* ****** ** **** ***** ********* ********* ***** *** ****** *** *** *****
** *** *********** **** **** ****** ** **** *** ***** ** *** ***** *** *** ****
**** **** ******* ** **** *********** ***** ****** *** **** *********** *******
*** ******’* ********** ******* ******* **** *** ********* *** ********* **
****** **** **** ** *****   ******** *** ***** ******* **** ****** ****
*********** **** ***** ******* ****** ** *** ********* ********* *** ***********
** ***** *****

 

iii.

********* ******* ***

 

*** ********* ******* *** ******* **** ** ********* *********** ******* ***** **
*** ***** ** * ******* ****** ********* ******** *** *********** *** ** ** ****
*** ***** *** **** ** ***** ****** ***’* ********* ******** *** *********
******* *** ***** ***** ** ********* ** **** **** ****** **** **** **
********  ** *** ***** ***’* ********* ******** *** *********** ** ********

 

** ****** **** *** ***** ** * ********** ***** *** ***** ******* *** *** ****
****** **** ******** **** ****' ***** *******  ******** ****** ******** ******
** ** **** ******** ** ** ***** ***** ***** *** ******* ******* ** ********
****** **** *** ***** *** *****  ******** *** **** **** **** ******* ** ****
*********** ***** ****** *** **** *********** ******* *** ******’* **********
******* ******* **** *** ********* *** ********* ** ****** **** **** ** *****
*** ******** ** **** ********** ******** **** *** ******* ******* ************
****** *** *** ***** ** ************  *** *** ***** ** *********** ** ******* **
*** ********* ******* *** ******* *** ************* ********* *** *** *****
********* ********* *** *** ********* ******* *** *** *** ******** ******* **
***’* ********; ********* ******** **** ** ***** *** ******* ***’*
************** ******* ****** *“***”* ** *** ********* ********* *** *** *******
** ***’* *********  

 

iv.

********* *******

 

*** ********* ******* ******* **** ** ********* *********** ******* ***** ** ***
***** ** * ******* ****** ********* ******** *** *********** *** ** ** **** ***
***** *** **** ** ***** ****** ***’* ********* ******** *** ********* *******
***** ***** ** ********* ** **** **** ****** **** **** ** ********  ** *** *****
***’* ********* ******** *** *********** ** ******** ** ****** **** *** ***** **
* ********** ***** *** ***** ******* *** *** **** ****** **** ******** ****
****' ***** *******  ******** ****** ******** ****** ** ** **** ******** ** **
***** ***** ***** *** ******* ******* ** ******** ****** **** *** ***** ***
*****  ******** *** **** **** **** ******* ** **** *********** ***** ****** ***
**** *********** ******* *** ******’* ********** ******* ******* **** ***
********* *** ********* ** ****** **** **** ** *****  *** ******** ** ****
********** ******** **** *** ******* ******* ************ ****** *** *** *****
** ************  *** *** ***** ** *********** ** ******* ** *** *********
******* ******* *** ************* ********* *** *** ***** ********* *********
*** *** ********* ******* ******* ******* ** ***’* ********; ********* ********
**** ** ***** *** ******* *** ** *** ********* ********* *** *** ******* **
***’* *********

 

v.

******* *******

 

******* ******* **** ** ********* *********** ******* ***** ** *** ***** ** *
******* ****** ********* ******** *** *********** *** ** ** **** *** ***** ***
**** ** ***** ****** ***’* ********* ******** *** ******* ******* ***** ***** **
********* ** **** **** ****** **** **** ** ********  ** *** ***** ***’*
********* ******** *** *********** ** ******** ** ****** **** *** ***** ** *
********** ***** *** ***** ******* *** *** **** ****** **** ******** **** ****'
***** *******  ******** ****** ******** ****** ** ** **** ******** ** ** *****
***** ***** *** ******* ******* ** ******** ****** **** *** ***** ***
*****  ******** *** **** **** **** ******* ** **** *********** ***** ****** ***
**** *********** ******* *** ******’* ********** ******* ******* **** ***
********* *** ********* ** ****** **** **** ** *****  *** ******** ** ****
********** ******** **** *** ******* ******* ************ ****** *** *** *****
** ************  *** *** ***** ** *********** ** ******* ** *** ******* *******
******* *** ************* ********* *** *** ***** ********* ********* *** ***
******* ******* ******* ******* ** ***’* ********; ********* ******** **** **
***** *** ******* *** ** *** ********* ********* *** *** ******* ** ***’*
*********

 

c.

**** *************  

 

i.

***** **** *** ***** **** ***

 

**** ******** **** ********* ***** ** ******** *** ***** **** ** **** ** *** ***
********** ******’* ********** ******* ******** ***** ***** ******* ***/** *****
******* ****** *********** **** ***** ** ***’* ********** ******* ** **** ****
*** ********** *******  

 

ii.

********* ******* *** ********* ******* ***

 

 

**** ******** **** ********* ***** ** ******** *** ********* ******* ** **** **
*** ********** ******’* ******** ********** ******* ******** ***** ***** *******
***/** ***** ******* ****** *********** **** ***** ** ***** *********** ** **
*** **** ** ********* **** ******* ********** ******* *********** ********* ****
***** ***********  

 

d.

*********

 

i.

******* ********  

 

****** *** **** ******** **** ** **** ******** ***** *** *“****** ****”** ***
***** ******* **** ****** **** * ******* ****** ******* ***** **** ** ***
******* ****** ********* ** **** ******* * *** ***’* *********** ****** *** ****
********* ******** ***** ******** ** **** ******* *******   *** ******** ** ****
******* ** * ******* ** **** * ******* ***** ***** ** ********** * “******
*********”  *** ***** ****** *** ******* ****** *** ***** ** **** ******* **** *
****** ** * ******* ***** ** **** ****** ******** **** *******  *** *******
***** ***** *** ***’* ******* ** ******* *** ******* ****** ** ********** ****
*** ********** *** ***** ***** **** ****** ** * ****** ******** **** ******* **
*** ** *** ******* ****** *** ***** ** **** ******* *; *** *** ***** ***
******** * ****** *** **** *** ****** ** *** ** *** ******* ******* **** *******
**** ****** ** * ****** ******** **** ******* ** *** ******* *******
*********  ******** ** ****** ******** ***** ***** ** *** ******** *** ****** **
***** *** ********* ****** ****** **** *** ******** **** ** *** ******
*****  *** ***** ** ******** ** **** **** *** *** **** ****** *** ***** ** ***
********* ******** ** **** **** *** **** ****** *** ******** ********  

 

ii.

***** **** *** ***** **** ***

 

** **** ******* ** *** ******* *** **** *** **** *** *********** ******** ***
***** ** ************ *** ** ***/** ** ***** **** ******* ** ****** ***** ****
** *** ***** **** *** *** *** ****** **** *** ***** ******* * *** ****** ** ****
**** ****** ** ** ****** ***** ** *** ********* ******* *** ******* ***
********** ** *** ****** ** **** ******’* ******** *** ****** ******* ** *** **
*** ***** ** ***** **** ****** ******** *********  ** **** ******* ** ***
******* *** **** *** **** *** *********** ******** *** ***** ** ************ ***
** ***/** ** ***** **** ******* ** **** ***** **** *** *** ***** **** *** ***
*** ****** **** *** **** **** ******* **** ****** ** ********** ******* ******
*** ***** ******* * *** ****** ** **** **** ****** ** ** ****** ***** ** $******
********** ** *** ****** ** **** ******’* ******** *** ****** ******* ** *** **
*** ***** ** ***** **** ****** ******** *********    ************* *** *******
******* ********* ***** *** “***** **** *** ********”  

 

*** ********* ********** ***** ***** **** ******* ** *** ***** **** ***
*******:  **** ****** ** **** ****** **** **** ***** **** ***/** *** ***** ****
**** *** ***** **** *** ******* ***** ** ******* ** ** ****** *** ***** ***
******** ***** ** ** ****** ***** **:  *** *** * **** ********* ******* ***
******* *** ********** ** *** ******* ****** ** ******** *** ****** ********* **
* ******* ***** ** **** ******** ******  ** *** ***** *** *** ******** ***** *
** ******** ***** * ******** ** ********* ** ******* * ** *** **** ***** ** *
****** ******** ******** ** ***** **** ***/** *** ***** **** *** *****
************ *** ** ***/** ** ****** *** **** **** ******* *** ***** **** ***
******* ** ****** *** **** ***** ******** ** ********* ** *** *********
********* *** **** *** *** * ******* ****** *** ***** ******* **

 

iii.

********* ******* *** ********* ******* ***

 

** **** ******* ** *** ******* *** **** *** **** *** *********** ******** ***
***** ** ************ *** ** ***/** ** ***** **** ******* ** ****** *********
******* ** *** ********* ******* *** *** *** ****** **** *** ***** ******* * ***
****** ** **** **** ****** ** ** ****** ***** ** *** ********* ******* ***
******* *** ********** ** *** ****** ** **** ******’*

 

******** *** ****** ******* ** *** ** *** ***** ** ***** *** ****** ********
*********  ** **** ******* ** *** ******* *** **** *** **** *** ***********
******** *** ***** ** ************ *** ** ***/** ** ***** **** ******* ** ****
********* ******* *** *** ********* ******* *** *** *** ****** **** *** ****
**** ******* **** ****** ** ********** ******* ****** *** ***** ******* * ***
****** ** **** **** ****** ** ** ****** ***** ** $****** ********** ** ***
****** ** **** ******’* ******** *** ****** ******* ** *** ** *** ***** ** *****
*** ****** ******** *********  ************* *** ******* ******* ********* *****
*** “********* ******* *** ********”  

 

** *** ***** * ****** ******** **** ******* ** *** ********* ******* ***
********* ** ********** ****** ****** *** ********* ** *** ************ ********
***** *** ****** ******* ** *** **** ******* ** *** ************ ***** ** ****
************ ** **** ****** ******** ***** ** ********** ** *** ****** ** *****
*** ****** ******** *** *********** ** *** ************ ******** *****  ***
*******:

 

(a)

** *** ****** ******** *** ********* ******* *** ****** *** * ***** **** ** *
********** ***** ** *** ******** ***** *** *** ********* ******* *** ****** ***
*** ******* ***** ** ******** ** *** ***** ** *** ********* ******* *** *******
**** **** *** ***** ** ******* *** ******* ** $****** ********** ** *** ******
** **** ******’* ******** *** ****** ******* ** *** ** *** ***** ** ***** ***
****** ******** ********* ********** ** ***** *** *** **** ****** *********

 

(b)

** *** ****** ******** *** ********* ******* *** ****** *** * ***** **** ** *
********** ***** ** *** ******** ***** *** *** ********* ******* *** ****** ***
*** ******* ***** ** ******** ** *** ***** ** $******* **** *** ***** ** *******
*** ******* ** $****** ********** ** *** ****** ** **** ******’* ******** ***
****** ******* ** *** ** *** ***** ** ***** *** ****** ******** *********
********** ** ***** *** *** **** ****** *********

 

**** ****** ***** ** ******** ** * ****** ** **** ******’* **** ******* ********
** *** ***** *** *** ******** ***** * ** ******** ***** * ******** ** *********
** ******* * ** *** **** ***** ** * ****** ******** ******** ** *********
******* ***/** ********* ******* *** ***** ************ *** ** ***/** ** ******
*** **** **** ******* *** ********* ******* *** ******* ** ****** *** **** *****
******** ** ********* ** *** ********* *********** ** *********** *** **** ***
*** * ******* ****** *** ***** ******* **

 

5.

*********** ******** – ******* ******* *****  

 

a.

*** ********** *********** ******* ***** *** ** ********* ** **** *** ***** **
**** ***** ** ********* ** *** ** ** ****** ** *******  

 

b.

**** ******’* ******** * *********** ******* ***** ** ********** ** * ********
****** **** ********* ** **** **** ** ******** ** **** ********   *** **********
**** *** ***’* ********** ** **** *********** ******* *** ***** ** **** ***
***** *** ** ****** **** *** **** *** ***** ***** “******** ******” ***** *****
** *** **** ** ********  

 

c.

******** *******  *** ***** ******* *** ********* ******** ****** *** **********
***** *** *********** ******** ******** **** *** *** **** ** ***’* ******* **
******’* ******* *********** ******** ***** *** *********** ******* **** *** **
********** ** * **** ** *** *** ******** ****** **** ***** **** ************* **
**** *** ********** *** ** ********** ***** *** *********** ******* **** **
********** ** * ****    

 

(i)

******** ******* – *********** ******** ** ****** * ********* *** ******** **
***** ******** ** ******* ** **** *** ** ******** **** ** ***********

 

·

*********** ******** ** *** **** ***** ** **** – ********** ** *** *** ********
**** ** *****

 

·

*********** ******** ** **** **** *** **** ***** – *** ***** **** ****
*********** ******** *** ******** *** **** *** **** ******* ** ******** ****
******** ** ******* ** *********

 

(ii)

********* ******* – *********** ******** **** *** *************

·

*********** ******** ** *** **** ***** ** **** – ********** ** **** *** ********
**** ** *****

·

*********** ******** ** **** **** *** **** ***** *** ****** **** ***** ** **** –
********** ** *** **** ******** **** ** *****

·

*********** ******** ** **** **** ****** **** ***** *** **** **** ** ***** **
***** **** ***** – ********** ** ******* **** ******** **** ** *****

·

*********** ******** ** **** **** ***** **** ***** – *** *** ****** *****
******** ***** **** *** ********** ********** *** **** *********  

 

*** *** ****** ***** ** ********* ** **** ***** *** ************* ** ***
********** *********** ******* ***** **** *** ********* ** *******

 

d.

**** ******* ** *** ******* ** *** ** **** *** ********** ********** **** ***
***** ***** *** *** ******* ********** **** *** ***** ** * **** ** **********
**** * *********** ******* ** ****** **** ** *** ***** ** * **** ***** *******
** *** ****** ** ***’* ******* ** ******* ** *** *“********** *******”**  ***
***** ****** ****** **** ** ****** ******** ** *** ***** ** *** ******* ****
********** ***** *** ********** *** ***** ** *** ******* ***** *** *** ***
******** *** ** ****** ****** ******* ***** *** *** *** ******** **** ** *****
*** ****** ******* ***** *** ***** *** ** **** ******** **** ** *****
*“********** ******* ******”**  *************** *** ********** ** ***
*********** ******* ********* ** *** ********** *** ** *** * ******** ****** **
*** **** ***** ** ***** *** **** “******** ***” ** *** ********* ******** *****
** ******** **** “******** ****”  *** *** ****** **** ******** ***** **** *
********** ******* *** *********  ** *** *** ****** ***** **** * **********
******* *** ********* *** ********** ********** ******* ****** **** ** ********
** *** *** **** ** **** ** ****** *** ******* **** *** *** ******** *** ****
******** ** *** ********** ********  ** **** ****** *** ***** ******* ****** ***
*** ******* **** *** **** *** *** ** *** ********** *******
*******  *************** *** ********** ** *** ********** ******* ****** *******
*** ********* ****** ** ** ******** ** ****** *** ***** ** *** **** *** ***
******** *** *** ********* *** ** ******* ******* **** ***** ** ********** **
*** ********* **** *** ***** ****** **** ****** ** ******* ** ***** ** ****
********* ****** ****** **** **** ** *** ********** ** *** ****

 

e.

*** *** ********* ** ****** *** ***** ******* ******** ******** *** ********
***/** ********* ******* ****** ** ******’* ******** **** **** ** ***** ******
******’* ***** ** ******** ** *** **** *****  *********** ******** ******** **
*** **** ** ******** ** * ****** ***** ** ********* ** *** ** ** ***********
***** **** *********** ******** ******* ** *** ***** **** ** ******** **
********  *** ******* **** ******* ********** ** ** ***** ********** **** ***
********** * ****** ** ***’* ********** *********** *** ***** ******* *** ******
**** ** ***** *** *** ** **** ***** ********* * *********** ******* ******** **
* ********** ******** **** ********* ***** * ******* ******* *** * ******’*
*********** **** ** ******** ** ********** *** ******** *** ******* **********
** ** ***** ********** **** *** ********** * ****** ** ***’* **********
*********** *** ***** ****** ** ***** ** * ****** ** **** *********** ** *** ***
*** ******** * *********** ******* ** *** **** ***** *** * ********* ******
******* ** ********** *** * ********** **** ** ********* ****** **** ********
**** ** *** ********** *********** ************ ***** ***** *** *** **** ** ***
****** ** * ***** **** **** ******* *** ********* ******* ** ********** ********
** * *********** **** ** *********  

 

6.

*** ******* – ********  

*** *** *** *********** **** ** ** *********** *** ********* ********* **
********* *** ******* **** *** *********** ****** **** ***’* ******* ** *******
*** *********** ***** **** ********  ************ **** ******* ** ******* ******
*** ***** * *** ****** ******* ***** **** ******* ** ** **** ******* ***** **
******* **** *** *******  *** *** ********** ******** *** *** * ******** ****
***** *** ** ******* ** *** *********** ** ********* ** ********* ** *******
******* *** ***** ** **** ********* ***** ** *** **** ** *** ***** **** ***
******** *** ******* ** *** *** *** ***** ** ******* ****** ** **** *********
*** *****

 

*** ********** *** *** **************** ** *** ******** ******* ** ******* ****
***’* ******* ** **** **** ******* *******  ******** *** *** ********** *** ***
******* ***** **** ******* * *** ******** ** ******* ******* ****** ***** ** **
*** ***** ***’* ***** ** ********* **** ********** *** *** ******* ***** ******
*** ***** ** ****** *** ***** ****** *** ******** ********* ***** **** *********
** ********** *** ** ********** **** **** ************  *** *** *******
************ ** **** ******* * *** ** **** ** ******* ** ****** *** *******
********* *** ** *** ***** **** **********  **** *** *********** ** **********
** **** ********** *** ****** *** ******* ***** **** ******* ***** ** **** **
*** ** *** ********** ********* ** ***** ** ***** ** ** **** ******** ** *****
**** ****** **** **** ***** **** ********** ** ************  

 

 

EXHIBIT J

STATEMENTS OF WORK AND LETTERS OF AUTHORIZATION

 

Document #

Effective Date

SOW or LOA

Title

None

 

 

 

 

 

 

EXHIBIT K

ACP CLIENTS AND NON-ACP CLIENTS

 

 

 

ACP CLIENTS

NON-ACP CLIENTS (ICOMS SITES)

*************

****

·*********

Ø*********

·********* (******* *********)

·*********

·********* (******* **********)

·********* (*********)

******

·*********

·*********

·********* (******** ***** ****)

·*********

Ø*********

·********* (******* *********)

·********* (******)

·********* (******* *********)

·********* (*******)

·********* (******* **********)

·********* (***** **** *******))

***********

·********* (********)

·*********

*******

·*********

Ø*******

·********* (******* *********)

·********* (*** ****)

·********* (******* *********)

·*********

·********* (******* **********)

·*********

***********

·*********

·*********

·*********

·********* (******* *********)

·*********

·********* (******* **********)

·*********

********

·*********

·*********

·*********

·********* (******* *********)

·*********

·********* (******* **********)

·*********

********

·*********

·*********

·*********

·********* (******* **********)

·*********

·********* (******* **********)

·********** ***** ***** ***** ****

*********

Ø****** ****

·*********

·*********

·*********

***** *****

 

·*********

 

******** ***** ********

 

·*********

 

*********

 

·*********

 

 

EXHIBIT L

FORM OF *** ADDENDUM

 

 

1.Agreement Reference.  Reference is hereby made to that certain Amended and
Restated Processing and Production Services Agreement dated as of _____________,
2014 between CSG Systems, Inc. (“CSG”) and Time Warner Cable Enterprises LLC
(“TWC”) (CSG #2505411), as amended from time to time by CSG and TWC, the
“Agreement”).  

2.Acceptance of Agreement.  ****** ***** ********* *** (“***”) agrees to be
bound by the terms and conditions of the Agreement, which are hereby
incorporated by reference into this *** ******** (“*** ********”) and which may
be amended from time to time by CSG and TWC.  All capitalized terms not defined
herein shall have the meanings given to such terms in the Agreement if defined
therein.  Subject to the provisions of Section 3 below, upon execution of this
*** ********, BHN shall have all of the rights and obligations of TWC under the
Agreement solely with respect to this *** ******** and the Products and Services
for ACP Clients and/or Non-ACP Clients received by *** pursuant to the
Agreement, and CSG shall have the same rights and obligations vis-à-vis *** as
it has with respect to TWC. ACP Clients and/or Non-ACP Clients, as
applicable.  In addition, the following provisions in the Agreement are modified
with respect to ***.

a)

Section 1, Definitions.  *** is not a TWC Company as defined in Section 1 of the
Agreement.

b)

Section 2, Term.  This Addendum will expire concurrently with the Term of the
Agreement, unless the parties hereto amend this *** ******** to extend the Term
beyond the expiration or earlier termination of the Agreement.  

c)

Section 3, Services and Products, Subsection (b).  *** and CSG shall not vary
the terms and conditions of this Agreement as it applies to *** without TWC’s
prior written consent.  If CSG and *** make any such variation, then CSG agrees
that, upon TWC’s election, Clients shall be entitled to any rights or benefits
in favor of *** set forth in any such variations.  CSG will provide a true and
correct copy of any signed *** ******** (and any subsequent amendments) to TWC
promptly upon signature thereof by CSG and ***.  Notwithstanding the above, CSG
may provide print/mail products and services to *** under and Addendum, as it
may be amended from time to time, that are not Products and Services under this
Agreement without TWC’s prior written consent and such shall not be considered a
variation hereunder.  *** will not be responsible for TWC’s, ACP Client’s or
Non-ACP Client’s compliance with this Agreement or for their acts or
omissions.  CSG will look only to *** for payment of all amounts owed to CSG,
and performance of any other obligations hereunder, as they relate to ***.  

d)

Section 3, Services and Products, Subsection (f).  *** shall be subject to the
exclusivity described in Section 3(f) and Exhibit H of the Agreement.  ***’*
sites subject to the terms of the Agreement are set forth in Exhibit K-***
attached hereto (“*** *****”).

 

e)

Section 12, Limitation of Liability.  If fewer than **** (*) ****** have accrued
under the *** ******** at the time a claim arises, the amount actually paid by
*** under the *** ******** at the time a claim arises will be divided by the
number of months such payments were made under the *** ********.  

 

f)

Section 13, Intellectual Property; Infringement Indemnity, Subsections (b) and
(c).  To the extend they meet the definitions and criteria contained in
Subsections (b) and (c), *** Marks and *** Design Look and Feel will be
protected under this Agreement.

 

g)

Section 18, Termination and Section 19, Termination Assistance.  For the
avoidance of doubt, *** shall be entitled to exercise the termination and
Termination Assistance rights and responsibilities of TWC under the Agreement
solely with respect to this *** ********. A termination by TWC under Section 18
of the Agreement shall not constitute a termination of this Addendum and *** may
continue to receive Products and Services under the Agreement without
interruption for so long as *** is not in default under this Addendum.

 

 

h)

Section 21, ********** ****.  A termination of the Agreement by TWC that results
in the payment of a ********** *** by TWC shall not constitute a termination by
*** of this Addendum or, absent any other event that would trigger a payment
under Section 21, would not require *** to pay a ********** *** to CSG.  ***’*
average monthly invoice for purposes of computing ***’* ********** **** shall be
based exclusively on *** invoices.

i)

Section 22, General, Subsection (8).  All notices that may be required or
permitted to be given pursuant to the Agreement and this Addendum shall be given
to the parties set forth below in accordance with the terms of the Agreement and
TWC shall not receive notices under this Addendum:

If to CSG:

 

CSG Systems, Inc.

9555 Maroon Circle

Denver, CO  80112

Attn:  President

 

With a required copy to:

 

CSG Systems, Inc.

9555 Maroon Circle

Englewood, CO 80112

Attn:  General Counsel

 

If to ***:  

 

****** ***** ********* ***

4145 Falkenburg Road

Riverview, L  33578

Attn.:  Robert L. Segers, VP Billing & CRM Services

 

With a copy to:

Sabin, Bermant & Gould LLP

4 Times Square

New York, NY  10036

Attn:  Arthur J. Steinhauer, Esq.

 

 

 

j)

Section 22, General, Subsection (15).  Section 21(15) shall not apply to ***.

k)

Exhibit E, Insurance Requirements.  CSG will provide *** with insurance in
compliance with the requirements of Exhibit E, subject to ***’* identification
of entities to be insured and to receive proof of insurance thereunder.

 

3.Counterparts.  This *** ******** may be executed in counterparts, each of
which, when executed, shall be deemed to be an original and all of which
together shall be deemed to be one and the same instrument.  

 

 

Executed as of the ___ day of ___________, 20__ (“Effective Date”).

CSG SYSTEMS, INC.

 

 

By: _______________________________

Name: _____________________________

Title: ______________________________

 

 

****** ***** ********* ***

 

 

By: ________________________________

Name: ______________________________

Title: _______________________________

 

EXHIBIT K-***

 

*** – NON-ACP CLIENTS