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 10.22 H

 

CD ADDENDUM

TO

CSG MASTER SUBSCRIBER MANAGEMENT SYSTEM AGREEMENT

BETWEEN

CSG SYSTEMS, INC.

AND

COMCAST CABLE COMMUNICATIONS MANAGEMENT, LLC

 

This CD ADDENDUM (this “CD Addendum”) is made by and between CSG Systems, Inc.,
a Delaware corporation (“CSG”), and Comcast Cable Communications Management,
LLC, a Delaware limited liability company (“Comcast”), on behalf of itself and
its Affiliates (collectively, “Customer”).  This CD Addendum is made and entered
into as of the date last signed below and is effective as of September 1, 2013
(the “CD Addendum Effective Date”).  CSG and Customer entered into a certain CSG
Master Subscriber Management System Agreement (Document #2501940) effective as
of March 1, 2013 (the “Agreement”), and now desire to describe the terms and
conditions under which CSG will make available certain specialized products and
related services to Customer, as further set forth in this CD Addendum and Order
Documents (as defined below) executed hereunder.  Any terms in initial capital
letters or all capital letters used as a defined term but not defined in this CD
Addendum shall have the meaning set forth in the Agreement.  Upon execution of
this CD Addendum by the parties, any subsequent reference to the Agreement
between the parties shall mean the Agreement as amended by this CD
Addendum.  Except as amended by this CD Addendum, the terms and conditions set
forth in the Agreement shall continue in full force and effect according to
their terms.  

 

WHEREAS, CSG provides via CSG’s Affiliate, CSG Media, LLC (“Media”), certain
proprietary content monetization and management software known as the “Content
Direct System,” which software is made available as a Software as a Service
(commonly known as “SaaS”);

 

WHEREAS, Customer has requested that CSG make available to Customer under the
Agreement the Content Direct System and certain services related to the Content
Direct System; and

 

WHEREAS, the Parties are entering into this CD Addendum to prescribe the terms
and conditions by which CSG shall make available to Customer the Content Direct
System and related services pursuant to one or more CD Service Orders (as
defined below), Letters of Agreement and/or Statements of Work.

 

NOW THEREFORE, in consideration of the mutual covenants and agreements herein
contained, CSG and Customer agree to the following as of the CD Addendum
Effective Date:

 

Content Direct System Specific Terms:

 

1.

Attachment A; Scope and Conflict.  This CD Addendum, including but not limited
to, the terms of Attachment A hereto and its attached Schedules and Exhibits
(collectively, “Attachment A”) specifically applies to CSG’s performance and/or
provision of Content Direct Services (as defined in Attachment A) to Customer,
which Content Direct Services shall be deemed an optional and ancillary service
and product under Schedule F of the Agreement.  Unless otherwise expressly
provided in this CD Addendum, in no event will any terms, conditions or fees set
forth in this CD Addendum apply to CSG’s performance of the Agreement other than
with respect to Content Direct Services, or to CSG’s provision and/or
performance of Recurring Services or any optional and ancillary services or
product under the Agreement that are not Content Direct Services.  Except as
provided in this CD Addendum, all other terms of the Agreement which are not in
conflict with this CD Addendum shall be given full force and effect (including
with respect to each party’s performance under this CD Addendum).  In the event
of a conflict between the terms of the Agreement and the terms of this CD
Addendum, the terms of this CD Addendum shall control and take precedence with
respect to CSG’s provision of Content Direct Services. In the event of conflict
between the terms of an Order Document (as defined below) and the terms of the
Agreement and/or this CD Addendum, the terms of the Order Document shall control
and take precedence with respect to CSG’s provision of Content Direct
Services.  

 

2.

Agreement Remains in Effect.  Except as expressly provided in this CD Addendum,
including all Attachments, Schedules and Exhibits hereto, the Agreement shall
continue in full force and effect.

 

 

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

 

3.

Miscellaneous.  This CD Addendum shall be governed by the laws of the State of
New York, without reference to (i) conflict of laws principles or the choice of
law doctrine, (ii) the UN Convention for Contracts for the International Sale of
Goods, (iii) the Uniform Commercial Code, as currently or as may be enacted,
codified or amended in any jurisdiction, and (iii) the Uniform Computer
Information Transactions Act (prepared by the National Conference of
Commissioners on Uniform State Laws) as currently or as may be enacted, codified
or amended in any jurisdiction.  Customer and CSG agree that any dispute and/or
action at law or in equity arising out of or relating to this CD Addendum shall
be subject to Sections 11.2 and 11.5 of the Agreement.  This CD Addendum may be
executed in any number of counterparts, each of which shall be deemed an
original but all of which together shall constitute a single instrument.

 

Attachment A – General Terms and Conditions – CD Services

CD Schedule A – Form of CD Service Order

CD Schedule B – Content Direct Services

CD Schedule C – CD Hosting, CD Support Services, Performance Standards and
Remedies

 

IN WITNESS WHEREOF the parties hereto have caused this CD Addendum to be
executed by their duly authorized representatives.

 

COMCAST CABLE COMMUNICATIONS MANAGEMENT, LLC

 

CSG SYSTEMS, INC.

 

By:  /s/ Peter Kirlacoulacos

 

 

By:  /s/ Joseph T Ruble

 

Name: Peter Kirlacoulacos

 

 

Name:  Joseph T. Ruble

 

Title:  Executive Vice President & Chief Procurement Officer

 

 

 

Title:  EVP, CAO & General Counsel

Date:  12/18/13

 

Date:  28 October 2013

 

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***Confidential Treatment Requested and the Redacted Material has been
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ATTACHEMENT A

 

General Terms and Conditions - CD Services

 

1.

Definitions.  Except as otherwise provided in this Section 1 or this Attachment
A, capitalized terms used in this CD Addendum shall have the meanings ascribed
to such terms in the Agreement.

“Authorized Approver” means the representative designated by Customer and/or the
applicable Comcast Subscriber Entity (ies) on a per Order Document basis to
accept or reject CD Services, act as a contact and otherwise interact with CSG
with respect to a given Content Direct System deployment.  

 

“Billing Period” means the approximately ****** (**) *** period for which CSG
bills Customer for certain Content Direct Services provided under a CD Service
Order.  As of the CD Addendum Effective Date, the Billing Period is measured
from ******** ******* **** on the **** of a given ******** ***** to **:**:** **
******* **** on the **** of the following ******** *****.  CSG may alter the
specific days and duration of the Billing Period by providing Customer not less
than (**) **** advance written notice of such change; provided, in no event
shall a Billing Period be less than ********** (**) ****.  

 

“CD Hourly Rate” means the applicable hourly rate for the person performing the
applicable CD Technical Service or CD Support Services (if, as per the express
terms of this CD Addendum or an Order Document, an additional fee may be
assessed with respect to the provision of such CD Support Services).  *** **
****** **** ** ** *** ********* **** ** *******.

 

“CD Order Term” means the term of a CD Service Order as defined in such CD
Service Order.

 

“CD Services” means the Content Direct Services, CD Technical Services and CD
Support Services.

 

“CD Software” means software code and computer programs underlying the CD
Services provided by CSG to Customer pursuant to an executed Order Document.

 

“CD Technical Services” means any consulting, conversion, implementation,
encoding, encryption, training or other services performed by CSG pursuant to a
Statement of Work or Managed Services but does not include the Content Direct
Services.

 

“Comcast Subscribing Entity” means the specific Comcast entities (including
Customer Affiliate(s)) identified in an Order Document that are granted rights
to use the Content Direct System and related Content Direct Services prescribed
under such Order Document.

 

“Compatible Interfaces” shall have meaning assigned to such term in CD Schedule
B.

 

“Consumer” means an end user client of a Customer Service or any other
individual, officer, employee or contractor of Customer who accesses and/or uses
the Content Direct System for other than administrative or operational purposes.

 

“Consumer Experience” means a Consumer – facing implementation of the Content
Direct System, such as a Player, Storefront (including HTML storefront
“widgets”), redemption site, local media manager/download manager, and streaming
application.  The specific Consumer Experiences CSG will make available to
Customer shall be identified in an executed CD Service Order.

 

“Consumer Information” means (a) any PII (as defined in Section 10.4 of the
Agreement) regarding a Consumer, (b) to the extent applicable, any Customer
Proprietary Network Information (“CPNI”), as defined in 47 USC Section 222,or
(b) personal data that is (i) provided to or collected by CSG in connection with
a Consumer’s use of the Content Direct System, and (ii) sufficient to personally
identify a Consumer, directly or indirectly, in particular by reference to an
identification number or to one or more factors specific to such Consumer’s
physical, physiological, mental, economic, cultural or social identity,
including, by way of example, financial account numbers, credit or debit card
numbers (with or without access or pin numbers, if collected), personal
addresses, social security numbers, passport numbers and/or driver’s license
numbers.

“Content Direct Services” means those services performed by CSG or its agent to
provide access to the Content Direct System as described in an executed CD
Service Order but does not include any CD Technical Services.

 

“Content Direct System” means the specific configuration of Content Direct
Application Server Modules, Content Direct Web Services and Content Direct user
applications described in CD Schedule B or an Order Document and provided by CSG
to Customer pursuant to a CD Service Order executed under this CD Addendum and
the related and implementing software, servers, hardware and technologies used
by CSG to make the foregoing available via the Internet, as further specified in
the Documentation.  The Content Direct System includes two environments:  (1)
the Production Environment, and (2) the Sandbox Environment.  The Content

 

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Direct System shall not include *** ****************** *********** ** *** ****
*** ********* *** ********** *********** ******** ******** *********** *******
*************** *** ******** ********* ******** ** ************** ********** **
** ** ********’* ***** ** ******** **** ** ******** ** ****** *** ******* ***
******* ****** *********  The specific Content Direct System provided to
Customer shall be denoted in each CD Service Order executed under this CD
Addendum.

 

“Content Direct System Data” means non-personally identifiable performance data
and usage statistics concerning the Content Direct System collected or compiled
by CSG in connection with system-wide, aggregated use of the Content Direct
System. For the avoidance of doubt, Content Direct System Data shall exclude
information that constitutes Consumer Information, Usage Data and any data from
which identifying information about a Customer or any Consumer can be discerned.

 

“Content Direct Web Services” means the set of application programming
interfaces (APIs) exposing capabilities of the Content Direct Application
Service Modules that enable Customer to build Customer Applications and
integrate into the Content Direct System.  The Content Direct Web Services APIs
are accessible via either SOAP, POX over HTTP or JSON over HTTP.  Not all
Content Direct Web Services APIs are available via all access mechanisms; the
Content Direct Online Web Services Guide (password protected with user
credentials and accessible at
*****:***************************************************** provides complete
information on the availability of the Content Direct Web Services.

 

“Customer Application” means a Customer-owned application developed by Customer
or its third party agent or subcontractor that either accesses the features and
functions of the Content Direct System through the Content Direct Web Services
or otherwise integrates with the Content Direct System

 

“Customer Content” means that data, proprietary content and content owned or
licensed by Customer, including Customer Intellectual Property, that is
published on or displayed through the Content Direct Services by Customer (or at
Customer’s request) or is provided by Customer to CSG so that CSG may configure
the Content Direct System for Customer’s use.  To the extent identified in an
Order Document, Customer Content will also include Digital Entertainment Content
owned by Customer or licensed by Customer from a Third Party Content Owner (as
defined in Section 10(c) of this CD Addendum).  For the avoidance of doubt,
Customer Content does not include any Consumer Information or Usage Data.

 

For clarity, “Customer’s Intellectual Property” has the same meaning that it has
in the Agreement, and includes, but is not limited to, Customer Site(s) and
Customer Content.

 

“Customer Services” means any goods, products or services (digital or physical),
including, if and as prescribed by an Order Document, Digital Entertainment
Content, promoted or made available for trial, rental, sale, redemption or
license by or through Customer or its Affiliate that access or use any feature
or function of, on or through the Content Direct System or related Services for
purposes of processing, selling, redeeming, or managing any of such goods,
products or services.  Customer Services may be sold or licensed in a variety of
forms and models, including by way of example only, subscriptions (daily,
weekly, monthly, quarterly, etc.), on demand, electronic sell-through,
redemption and digital download.

 

“Customer Site” means any Customer device (including a Set-Top Box (“STB”)),
website, application, software, product or service on which the Content Direct
System is embedded and/or provided to Consumers, but excludes all elements of
the Content Direct System, including without limitation all Content Direct User
Applications.  

“Digital Entertainment Content” means digital versions of audiovisual works,
sound recordings, literary works, and/or pictorial works as those terms are
defined in 17 U.S.C. § 101, commercially distributed to the public as
entertainment, together with any (i) associated and information input into the
Content Direct System and (ii) other data or information published with such
works.  Non-exclusive examples of Digital Entertainment Content include movies,
television titles, sporting events and original programming.

 

“Documentation” means the published online user manuals and documentation
located at *****:******************** as of the Effective Date and as updated by
CSG from time to time in connection with the release of Fixes to the Content
Direct System.  CSG shall provide notice to Customer of any changes to the
Documentation and, if a Fix included in a quarterly release (versus a Fix
released to address an Exception) requires Customer to modify its configuration
of the Content Direct System, or change the method by which Customer configures
the Content Direct System, CSG shall provide Customer reasonable advance notice
to Customer of such configuration modification, whether through actual notice to
Customer’s project manager(s) (via release notes or other communication) or
revised Documentation.

 

“Exception” means any problem, defect, or failure of a Deliverable to conform to
any applicable acceptance criteria defined in an SOW or the Documentation.  For
purposes of clarification, a problem, defect or failure of a Deliverable shall
not be deemed an Exception if such problem, default or failure of such
Deliverable to conform to the acceptance criteria is caused by Customer’s
failure to comply with its obligations or responsibilities as set forth in an
Order Document, the Documentation or the Agreement.

 

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***Confidential Treatment Requested and the Redacted Material has been
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“Go-Live Date” means the first to occur of: (i) date on Customer deploys or
causes to be deployed a given deployment of the Content Direct System (or, if
the relevant application is only a portion of the Content Direct System, then
the applicable portion thereof) into the Production Environment and (ii) ******
(**) **** after CSG tenders the prescribed Content Direct System to Customer in
the form and manner consistent with the terms of such SOW.

 

“Order Document” means a CD Service Order, Statement of Work or LOA executed
under the Agreement solely related to CSG’s provision of the Content Direct
Services or any CD Technical Services related to the configuration, use or
discontinuance of the Content Direct Services.

 

“Performance Testing Environment” means an optional, dedicated and secured
environment of the Content Direct System separate and distinct from the Sandbox
Environment and Production Environment whereby Customer can execute performance
testing (i.e., stress testing or high volume transaction tests) against the
Content Direct Web Services.  

 

“Production Environment” means the shared, live production environment on which
the Customer may utilize the Content Direct System with Consumers.  

 

“Sandbox BU” means a secured and partitioned instance (referred to as a business
unit or “BU”) of the Sandbox Environment of the Content Direct System.  

“Sandbox Environment” means a shared non-production environment made available
by CSG to allow Customer to develop and/or test Content Direct System updates or
releases that are pre-production, or for such other required configurations or
designs to be determined between the Parties.  The Sandbox Environment, at the
discretion of CSG, may maintain a smaller hardware foot-print, or be virtualized
within a CSG datacenter, but will at a minimum make available the then-current
release of the Content Direct System available on the Production Environment.  

 

“Storefront” means one or more of the Consumer Experiences identified in a CD
Service Order, which indicates the Storefront solution(s) included in the
Content Direct Services made available under such CD Service Order.

 

For the avoidance of doubt, “Usage Data”, as defined in Section 10.6 of the
Agreement, shall include statistics and data (i) provided to or collected by CSG
in connection with a Consumer’s use of the Content Direct System, and (ii)
relating to a Consumer’s account activity, including the browsing, accessing
and/or purchasing of Customer Services or other information collected from or
about or otherwise regarding Consumers, whether in individual or aggregate form,
that is sufficient to personally identify a Consumer or to identify such
Consumer as an end user client of Customer.  Usage Data may include Consumer
Information.

 

2.

CD Service Order; Customer Rights under CD Service Order

 

(a)  This CD Addendum and the applicable terms of the Agreement prescribe the
general terms and conditions of CSG’s performance and provision of the CD
Services to Customer.  Customer’s right to access and utilize the Content Direct
System and Content Direct Services requires Customer to execute with CSG a CD
Service Order under this CD Addendum.  As used herein, a “CD Service Order”
means a document that specifies the fees, terms and conditions of Customer’s
rights and obligations to use, and CSG’s obligation to provide, the Content
Direct System and Content Direct Services as made available by this CD Addendum,
executed by CSG and Customer as sequentially numbered orders to this CD Addendum
(i.e., CD Service Order No. 1, CD Service Order No. 2, etc.).  Each CD Service
Order shall be in the form mutually agreed by the Parties, but shall follow the
form attached hereto as CD Schedule A and at a minimum include the following
provisions:  (i) the specific Comcast Subscriber Entities granted rights to use
the Content Direct System under such CD Service Order, (ii) the specific project
and purpose for which such Content Direct System may be used, (iii) the Content
Direct System modules and applications to be utilized by Customer for a given
deployment, (ii) the grant of rights to Customer to utilize the configured
Content Direct System, which grant of rights shall apply in lieu of the grant of
license(s) set forth in Section 3.9 and Schedule B of the Agreement, (iii) the
fees applicable to Customer’s use of the Content Direct System and the related
Content Direct Services (which fees may, for the avoidance of doubt, be
increased pursuant to Section 5.4 of the Agreement), (iv) the CD Order Term and
(v) the Authorized Approvers.

 

(b) Notwithstanding any provision to the contrary in the Agreement, but subject
to Section 12.7 of the Agreement, the Content Direct System and Content Direct
Services described in a CD Service Order may be only be used and accessed (i) by
the specific Comcast Subscriber Entities and (ii) for the specific commercial
project or Customer Services, in each case identified in such CD Service
Order.  Customer acknowledges that the fees prescribed in a CD Service Order for
a given Content Direct System are unique to that deployment, and a separate CD
Service Order (which may include the same, additional or different fees) is
required to be executed for each Content Direct System deployment.  Nothing in
the foregoing shall preclude the Parties from amending a CD Service Order to add
additional elements of the Content Direct System or Third Party Products or, by
way of example, to require the Parties to execute separate CD Service Orders to
add additional Campus Properties.

 

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

 

3.

Pre-Existing Content Direct Agreements.  

 

Notwithstanding anything to the contrary in Section 1.6 or Schedule B of the
Agreement, the Parties acknowledge that (i) ** ******* *****. and the successor
(whether via assignment, transfer or operation by law, and including ******* **
* ******* *********) to ** ******* ******’* Master Services Agreement (CSG Doc.
No. *******) with Media effective as of **** ** **** (the “** ****** ***”) and
(ii) any entity that becomes an Affiliate of Comcast after the CD Addendum
Effective Date (a “New Affiliate”) that has a separate, effective agreement with
CSG or any of its Affiliates for the purchase of CD Services (a “New Affiliate
Agreement”; a New Affiliate Agreement and the ** ****** *** collectively
referred to as a “Pre-Existing CD Agreement”) may not purchase any CD Services
under this CD Addendum. Instead, ** ******* ****** (and its successor) and such
New Affiliates’ purchase of CD Services (or comparable services) shall be solely
governed by the fees, terms and conditions of such party’s Pre-Existing CD
Agreement.

 

4.

Media as Provider of CD Services.

 

The CD Services performed under this CD Addendum and any Order Document executed
under this CD Addendum shall be performed by Media, on behalf of
CSG.  Consistent with Section 12.5 of the Agreement, CSG acknowledges and agrees
that it is responsible for Media’s compliance with the terms and conditions of
the Agreement (including, but not limited to, this CD Addendum and any Order
Document executed hereunder).  Accordingly, CSG shall be liable to Customer for
the acts and omissions of Media to the same extent that liability to Customer
would accrue under the Agreement (as supplemented or modified by this CD
Addendum) as if such acts or omissions had been performed or made by CSG.  As
used in this CD Addendum, “CSG” shall be deemed a reference to both CSG and
Media.

 

5.

Content Direct Services and CD Maintenance Services; Restrictions.

 

This Section 5 shall apply to the CD Services in lieu of Sections 2 through 4 of
Schedule B of the Agreement.

 

Subject to the terms and conditions of a CD Service Order and the Agreement
(including this CD Addendum) and for the fees described in an applicable CD
Service Order, Customer agrees to procure from CSG, and CSG agrees to provide to
Customer:

 

(a)  the Content Direct Services as described in and made available under a CD
Service Order executed by CSG and Customer pursuant to this CD Addendum.  CSG
shall provide Customer with unique and confidential access codes permitting
remote access to utilize the Content Direct System via the Content Direct Web
Services, or web-enabled user interface.  Customer shall not, and shall not
authorize or permit any third party to, (i) disclose Customer’s unique access
codes to any entity other than Customer’s authorized employees and contractors,
and (ii) use the Content Direct System for purposes other than permitted in this
CD Addendum.  Customer shall be responsible for the improper use or disclosure
of any of Customer’s unique access codes by Customer’s employees, contractors or
any third party that accesses the Content Direct System through the Customer’s
unique access codes; provided Customer shall not be responsible for such
improper use or disclosure, including but not limited to any third party access,
resulting from the acts or omissions of CSG, CSG’s subcontractors or another CSG
client.  Unless otherwise provided in a CD Service Order, the Content Direct
Services are provided in the English (US) language.  

 

(b)  maintenance and support for the Content Direct System and Content Direct
Services in accordance with the terms set forth in CD Schedule C and this
Section 5(a) of this CD Addendum (“CD Support Services”).  CD Support Services
include any fixes, updates, upgrades or modifications to the Content Direct
System made during the term of this CD Addendum to the Content Direct System
pursuant to CD Schedule C (“Fix(es)”).  However, unless specifically provided in
an Order Document, CD Support Services do not include and CSG shall have no
obligation to provide (i) custom modifications to the Content Direct System as
requested by Customer, (ii) maintenance and support of, or the required
implementation of updates to, any customization to the Content Direct System
deployed by Customer, where such customizations are not specifically identified
in an Order Document as being “supported” by CSG, (iii) maintenance and support
of any third-party products not provided by CSG that are utilized by Customer in
connection with its use of the Content Direct System, (iv) modifications to the
Content Direct System required to enable it to function properly with updates,
upgrades or modifications to Customer or its third party vendor and agent
system, (v) maintenance and support (including configuration, monitoring, or
backup) of any systems, equipment, hardware, software and networks of Customer
or its Affiliates regardless of whether each of the foregoing are owned and
operated by such party or owned and operated by a third party on such party’s
behalf, or (vi) any new product, service or application that is not a Fix of the
Content Direct System that CSG makes generally available as a separately priced
item.  CD Support Services do not include management of Customer’s day-to-day
operational issues such as (x) software and system configuration, (y) monitoring
and maintaining Customer’s hardware, network and Third Party Software, and (iii)
performing necessary backups of Customer’s data.  In addition, CSG shall not be
obligated to fix any problem with the Content Direct Service or be responsible
for a Service Interruption (as defined in Section 1 of CD Schedule C of this CD
Addendum) if such Service Interruption is caused by the following circumstances:

 

 

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i.     Customer has used the Content Direct Service other than for its intended
purpose as indicated in the Agreement, this CD Addendum, an applicable Order
Document and/or Documentation;

 

ii.    Customer has altered, damaged, modified or incorporated the Content
Direct Service into other software in a manner not approved by CSG;

 

iii.   The problem was caused by Customer’s or a third party’s software,
equipment or systems (including, if applicable and by way of example only, a
Customer Application, but excluding any software or equipment of CSG’s permitted
subcontractors), not provided or approved by CSG;

 

iv.   The problem was caused by Customer’s accessing of the Content Direct
System or Content Direct Services on any hardware, operating system or network
environment not supported by CSG, as defined by the Documentation; and/or

 

v.    The problem is attributable to the Customer’s failure to use Compatible
Interfaces (as defined on CD Schedule B).  

If Customer requests that CSG provide maintenance and support or similar
services that are excluded from the above definition of CD Support Services, the
parties may enter into an SOW authorizing CSG to provide the additional
maintenance and support and similar services.

 

(c)  Customer shall not, nor authorize or permit any third party to (i) disclose
Customer’s unique access codes to any entity other than Customer’s authorized
employees and contractors, (ii) use the Content Direct System for purposes other
than permitted in this CD Addendum or an applicable Order Document, (iii)
perform any of the acts set forth in Section 8 of Schedule B of the Agreement,
unless explicitly provided herein, (iv) alter, enhance or otherwise modify or
create derivative works of or from the Content Direct System; (v) attempt to
derive the source code of the Content Direct System; or (v) remove or destroy
any proprietary markings, confidential legends or any trademarks or trade names
of Media or its licensors placed upon or contained within the Content Direct
System, Software, Documentation or Deliverables; or (vi) knowingly insert, or
knowingly allow to be inserted, and will use all commercial efforts to prevent
insertion into the Content Direct System, and the medium in which Customer
Content is provided to CSG by Customer or its agents, any program, information,
code and commands, including viruses, bombs, worms, backdoors or Trojan horses,
(x) that are designed to cause the Content Direct System or any Third Party
Products to malfunction, self-destruct or deny services, (y) that are designed
to cause damage to or degrade performance of any computer, network or any
information, program or data contained therein or (z) that are designed to
enable unauthorized access to the Content Direct System, any CD Software, any
Third Party Products or any hardware systems containing the foregoing. Customer
shall be responsible for the improper use or disclosure of any of Customer’s
unique access codes by Customer’s employees, contractors or any third party that
accesses the Content Direct System through the Customer’s unique access codes;
provided Customer shall not be responsible for any third party access resulting
from the acts or omissions of CSG, Media, CSG’s subcontractors or another CSG
client

 

(d)  Customer will comply with the Content Direct Web Services Standards.  As
used herein, “Content Direct Web Services Standards” mean those rules,
specifications and standards that relate to Customer’s use of the Content Direct
Web Services to integrate with the Content Direct System, as referenced in the
Documentation.  

 

(e)  Customer acknowledges that neither the Production Environment nor the
Sandbox Environment are intended or engineered to perform high volume “stress”
or performance testing against the Content Direct System and absent CSG’s prior
written approval (which approval shall not be unreasonably withheld but may, for
the avoidance of doubt, take into account CSG’s other customers’ known and/or
anticipated use of such environments) Customer shall not, nor authorize or
permit any third party to perform Performance Testing.  “Performance Testing” in
the Sandbox Environment or the Production Environment shall mean greater than
*********** (**) ********** ************ *** ******** ****.  Customer may
request that CSG make available a dedicated environment for Performance Testing
(a “Performance Testing Environment”), which environment shall be made available
at (i) ****** (**) *** increments, (ii) a fee of US$****** per ****** (**) ***
period (use for less than ****** (**) **** shall not result in any proration of
fees) and (iii) delivered pursuant to the dates, terms and conditions set forth
in an SOW executed by the Parties. Customer acknowledges that any conduct of
Performance Testing within the Production Environment or Sandbox Environment is
a breach of this Addendum, but shall not constitute a breach under the Agreement
giving rise to CSG’s right to terminate the Agreement, and can adversely affect
the Content Direct System, which may also affect third parties.  If Customer
conducts Performance Testing in violation of this Section 5(e), or otherwise
exceeds the scope of Performance Testing authorized by CSG, Customer agrees (A)
that CSG shall have the right, without notice, to temporarily suspend Customer’s
access to the environment in which such Performance Testing was conducted and
(B) to indemnify, defend, reimburse and hold CSG harmless for and from any and
all damages incurred by CSG as a result of Customer’s unapproved Performance
Testing.

 

If Customer CSG discovers unauthorized Performance Testing conducted by Customer
or any third party using Customer’s business unit(s), CSG agrees to (A) use its
commercially reasonable best efforts to promptly mitigate any adverse
consequences

 

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on the Content Direct System and any damages (to CSG, Media or any third party
using the Content Direct System) as a result of such Performance Testing, and
(B) promptly notify Customer of such Performance Testing and explain CSG’s
efforts to mitigate the consequences and damages resulting therefrom.

 

(f)  Customer and CSG acknowledge that Customer’s obligation under Section ***
of the Agreement, including the *********** ****** ******** ************* ***
*** ************* *****, shall not apply to any CD Services.

 

(g)  CSG will host (directly or indirectly) the Content Direct System (excluding
any Consumer Experiences deployed by Customer) and will perform those services
and functions and provide the infrastructure (including datacenters) to host and
make operational the Content Direct System as prescribed by this CD Addendum and
each Order Document.  Customer is solely responsible for (including, but not
limited to, the costs of procuring, installing, operating and maintaining) its
own Internet access and all necessary computer hardware, software, peripherals
and communications equipment that are necessary in order for Customer and its
authorized users to access the Content Direct System and utilize the CD Services
(“Customer Equipment”).  CSG shall, in connection with Customer’s use of the
Content Direct Services, consult with, assist and advise Customer regarding
Customer environment requirements.  

 

After a given Content Direct Services deployment has been deployed to Consumers
in a Production Environment, Customer is principally responsible to manage the
day-to-day configuration and use of such deployment, including, by way of
example only, Storefront changes, refreshing or adding new Customer Content and
controlling Customer Content availability windowing. Customer may discharge such
responsibility itself, through a third party designee permitted with the terms
of the Agreement or by requesting CSG to provide such support.  CSG may provide
support to Customer on a Content Direct Services deployment either pursuant to
an Order Document entered into by the Parties that specifies the specific CD
Technical Services or support to be provided or, Customer may request, in
writing (email acceptable), and CSG shall provide such CD Technical Services or
support on an ad hoc, “as-needed basis”.  Any CD Technical Services or support
requested by an Authorized Approver of Customer in writing (email acceptable)
that are not covered by an effective Statement of Work or do not otherwise
qualify as CD Support Services, shall be deemed a request by Customer for CSG to
provide “Managed Services”.  Unless a minimum term and hour commitment for the
provision of Managed Services (a “Managed Services Quota”) is otherwise included
in a CD Service Order, CSG shall provide Managed Services on an ****** basis
(billed in ******* (**) ****** increments) at the ** ****** ****, and shall
invoice Customer on a ******** ***** basis.  

 

6.

CSG Grant of Rights.

This Section 6 shall apply to the CD Services in lieu of Sections 2 and 3 of
Schedule B of the Agreement.

 

Subject to the terms, conditions and restrictions of the Agreement (including
this CD Addendum) and pursuant to the terms of a CD Service Order executed by
CSG and Customer, CSG hereby grants Customer a non-exclusive, non-transferable
(except as provided in Section 12.7 of the Agreement), worldwide,
non-sublicensable (except to the extent that, under applicable law, the use of
Consumer-facing Customer Experiences by a Consumer is deemed a sublicense),
limited right during the CD Order Term (as defined in the relevant CD Service
Order) for it, its employees and authorized contractors to access and use the
Content Direct System as described in and configured pursuant to such CD Service
Order, Documentation and (upon making such available to Customer) the
Deliverables in the Sandbox Environment and the Production Environment for the
sole purposes of receiving and using the Content Direct Services for Customer’s
own business purposes and operations in connection with its provision of its
Customer Services.  Customer shall have the right to copy and distribute
internally the Documentation as reasonably required to support its use of the
Content Direct System.

 

7.

Hosting and Fulfillment Rights; Customer’s Limited Grant of License.  

 

Customer acknowledges that the Content Direct Services do not include any
content delivery network (CDN) services, signal or encoding of Customer Content,
and that vis-à-vis CSG, Customer is responsible (directly or through a third
party designee) to provide CDN services and encoding for its Customer Content.
As such, Customer is solely responsible to obtain from Third Party Content
Owners and third party Retailers all necessary rights for Customer to host,
distribute and fulfill (as applicable) Customer Services to Consumers.  In
connection with CSG’s performance of CD Services, and subject to CSG’s
performance of its obligations under the Agreement, this CD Addendum and as
specifically prescribed in an Order Document, Customer grants to CSG a limited,
worldwide, non-exclusive, non-transferable (except as provided in Section 12.7
of the Agreement) , non-sublicensable (except to a permitted subcontractor, as
provided in Section 12.5 of the Agreement), revocable, fully-paid and
royalty-free license (and, with respect to any Customer Content or other
material owned by third parties, a sub-license) to use, translate, restructure,
modify, copy, distribute, display and fulfill Customer Services and Content
Direct System Data, and any other materials supplied by Customer or its
Consumers, solely to the extent required by CSG to perform the CD Services and,
if

 

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applicable, fulfill a Customer Service. This limited grant of license shall
terminate upon the later of (i) the termination of an applicable Order Document,
and (ii) the last date on which CSG provides Customer any CD Transition
Services.

 

 

8.

Proprietary Rights.

 

(a)  The Content Direct System, Content Direct Services, Content Direct System
Data, CSG Confidential Information and CSG Intellectual Property, and any
improvements, adaptations and other such modifications of the same that are
developed by or for CSG shall be deemed Work Product, and will be the exclusive
property of CSG.  

 

(b)  As between Customer and CSG, Customer is and shall remain the sole and
exclusive owner of all rights, title and interests (including all intellectual
property rights) in and to the Consumer Information, Usage Data, Customer
Content, Customer Confidential Information, Customer Intellectual Property,
Customer Site(s) and any improvements, adaptations and other such modifications
of the same that are developed by or for Customer, and any Customer Service.  

 

(c)  As between Customer and CSG, unless otherwise agreed in an effective
Statement of Work, CSG will own all rights, title and interests (including all
intellectual property rights) in and to any Deliverables developed pursuant to a
Statement of Work, subject always to Customer’s ownership of any Consumer
Information, Usage Data, Customer Content, Customer Confidential Information,
Customer Intellectual Property, and any portions or derivatives thereof that may
be reproduced, stored, displayed, performed or otherwise contained within any
part of the Deliverables.  Consistent with Schedule E of the Agreement, if CSG
is the owner of Deliverables developed and/or delivered under an SOW, Customer
and CSG agree to identify in such SOW whether one or more of the Deliverables
delivered under an SOW is “*********”* “*************” ** “******* ********* ***
*************”, and identify any applicable terms in connection with such
designation.  The Parties acknowledge that nothing in the Agreement or this CD
Addendum shall require CSG to enter into an SOW that (i) restricts CSG’s right
to use any SOW Deliverables (and related intellectual property) with CSG’s third
party customers, (ii) requires CSG to fund the Technical Services of such SOW if
CSG wishes to use the SOW Deliverables (and related intellectual property) with
CSG’s third party customers or (iii) requires CSG to refund Customer the
Technical Services fees previously paid by Customer for a given SOW Deliverable
if CSG wishes to use such Deliverable (and related intellectual property) with
CSG’s third party customers.  Customer acknowledges that in lieu of the license
grant in Section 3.9 of the Agreement, Customer’s sole and exclusive right to
use a Deliverable shall be as prescribed in the applicable Order Document.

 

9.

Termination Assistance.  

 

In lieu of the provisions of Section 6.2 of the Agreement, the following
provisions shall apply following the termination or expiration of a CD Service
Order:

 

(a)  Within *** (**) **** of Customer’s written request (email acceptable) in
connection with the expiration or termination of the Agreement or a CSG Service
Order, or the expiration of a CD Transition Period as described in Section 9(b)
below, CSG shall provide to Customer reasonable assistance and cooperation ** **
****** to transfer and transition to Customer (or Customer’s designee,
PCI-certified, if applicable) any Customer Content, Consumer Information, Usage
Data, Customer Confidential Information, and Customer Intellectual Property in
CSG’s possession, including the data elements set forth in CD Exhibit A attached
hereto. The Parties may update the data elements set forth in CD Exhibit A from
time-to-time to reflect the provision of new or different data elements or may
identify in an a CD Service Order those additional data elements that are
subject to this Section 9(a).  If Customer requests that CSG provide the
foregoing information (including that identified in a CD Service Order) in a
form different than that held by CSG in the Content Direct System and the
requested format requires CSG to perform additional services beyond a
“programmatic data conversion”, such conversion services shall be provided at
the ** ****** **** and the Parties will enter into a Statement of Work or other
agreement to document the specific conversion services to be provided.

 

(b)  If requested by Customer in its sole discretion, by providing CSG written
notice (i) if the Agreement or a CD Service Order expires as per its stated
term, no less than ****** (**) ****’ prior to the effective expiration date of
this CD Addendum or such CD Service Order or (ii) if this CD Addendum or a CD
Service Order is terminated pursuant to Section 6.1 of the Agreement, within ***
(**) **** of the effective date of termination of this CD Addendum or such
applicable CD Service Order, Customer may request a transition period up to but
not to exceed ***** (**) **** following the effective date of expiration or
termination date (the “CD Transition Period”) to allow the Parties to effect an
orderly transition of services to a third-party or an internal Customer
solution. In the event that Customer requests a CD Transition Period, CSG will
provide the then-contracted CD Services as requested by Customer during the
Transition Period (“CD Transition Services”).  To the extent CSG provides CD
Transition Services during the CD Transition Period, all applicable fees and
terms under the Agreement and the applicable Order Document shall apply;
********* ***** ** *** ***** **** **** ** ******** ** * ** ******* ***** **
********** *** ** *** ****** ** **** *** *** ***** ******** **** ******** ****
** *** ** ********** ****** **** “******* ********** ******”* * *** *****
*******

 

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******** *** ** ** ***** **** ***** ** ********** ** ******* ******** ** **
****** ** ********* **** **** ******** ** ** ******* ** ***** ******** *********
** ****** ******** ** ********** *** ******** ** ******** ******** ** *
********* ***************** *** *** *** ******** ******* ****** ******** ** **
******; ********* ******** **** ******** ***** ** *********** ** *** *** ***
***** ***** **** *** ****** ** ******* **** ******* ****** ********.  For the
avoidance of doubt, all applicable fees shall apply to CD Transition Services
performed (1) upon expiration or termination of this CD Addendum or a CD Service
Order for * ****** ***** **** *********** *** ** ***’* ****** and (2) after the
Initial Transition Period. If Customer requests CSG to perform any other
services to Customer beyond the CD Transition Services and the return of
Customer’s information set forth in Section 9(a), such additional services
(collectively, “Additional CD Services”) CSG may provide such Additional CD
Services at its discretion at the ** ****** **** and the Parties will enter into
a Statement of Work or other agreement to document the specific Additional CD
Services to be provided and the applicable fees. Customer acknowledges that
conditions precedent to CSG’s performance of any CD Transition Services or
Additional CD Services (excluding, for the avoidance of doubt, the return of
data and information pursuant to Section 9(a)) are Customer’s obligations to pay
CSG any amounts outstanding, due or payable to CSG for the CD Services as of the
effective date of the expiration or termination of this CD Addendum or the
applicable CD Service Order (including any SOW).

 

10.

Representations and Warranties.

 

The terms of this Section 10 shall apply only to the CD Services, and will apply
in lieu of Sections 8.1 and 8.2 of the Agreement.  Section 8.3 shall apply to
the provision of CD Services.

 

(a)  CSG represents and warrants that the CD Technical Services will be
performed with reasonable skill and care, in a diligent, professional and
workmanlike manner, consistent with generally accepted industry standards for
similar services.  As Customer’s sole and exclusive remedy and CSG’s sole
obligation for breach of this limited warranty, CSG shall use commercially
reasonably efforts to correct or replace any defective Deliverable or re-perform
such defective CD Technical Services at ** ********** ****** and as soon as
reasonably practical.

 

(b)  CSG represents and warrants that the Content Direct System and Content
Direct Services as delivered by CSG (i) comply in all material respects with the
applicable Documentation and specifications, including the terms of the
Agreement, and (ii) perform in the manner for which they were intended as
specified in the applicable Documentation and specifications and any
requirements document explicitly referenced or included in an Order Document for
such purposes.  The foregoing warranty shall not apply to the extent any
non-compliance or defect is an Excluded Problem (as defined in CD Schedule
C.)  Subject to the following sentence, as Customer’s sole and exclusive remedy
and CSG’s sole obligation for breach of this limited warranty, CSG shall use
commercially reasonable efforts to cause the Content Direct System and Content
Direct Services to conform to the above warranty as soon as reasonably
practical, including the remedy of any defects identified by Customer consistent
with CD Schedule C. Solely if and to the extent that Customer’s claims arising
from a breach of this Section 10(b) can be remedied by the (x) correction of any
Exceptions or errors in the Content Direct System, Content Direct Services or
any Deliverables, (y) replacement of any Deliverables or element of the Content
Direct System or (z) re-performance of the Content Direct Services (i.e.,
transactions), CSG shall be afforded an opportunity of no less than *** (**)
******** **** (or, such other period mutually agreed upon and, if such claim
relates to a Deliverable subject to a pending Statement of Work, the period set
forth in such Statement of Work or otherwise agreed upon by the Parties) to
remedy such Exceptions or errors.  If within such *** (**) ******** **** or
other applicable period CSG cannot remedy such Exceptions or errors or
re-perform such Content Direct Services, then Customer may seek other remedies
available under this CD Addendum and the Agreement with respect to such claims.

 

(c)  CSG provides any Third Party Software that is not Embedded Third Party
Software AS IS.  Other than as expressly set forth in an Order Document and this
Section 10, Customer acknowledges that the Content Direct System, Content Direct
Services and any such Third Party Software may not satisfy all of Customer’s
requirements and the use of the Content Direct System, Content Direct Services
and such Third Party Software may not be uninterrupted or error-free.  CSG
further represents and warrants that it has not knowingly inserted, or knowingly
allowed to be inserted, and will use all commercial efforts to prevent insertion
into the Content Direct System, and the medium in which the Content Direct
System and other materials are provided to Customer by CSG, any program,
information, code and commands, including viruses, bombs, worms, backdoors or
Trojan horses, (i) that are designed to cause the Content Direct System or any
of Customer’s software or hardware systems to malfunction, self-destruct or deny
services, (y) that are designed to cause damage to or degrade performance of any
computer, network or any information, program or data contained therein or (z)
that are designed to enable unauthorized access to any of Customer’s software or
hardware systems.  

 

11.

Customer’s Additional Indemnity Obligation.  

 

In addition to Customer’s indemnity obligations under Article 7 of the
Agreement, including Section 7.7 of the Agreement, Customer shall defend at its
own expense, indemnify and hold harmless CSG from and against all third party
claims and related damages based

 

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on a claim that a Customer Site, excluding elements thereof provided by CSG, and
CSG’s use (including scaling or other modification directed or authorized by
Customer in writing), publication, display, distribution, sale or processing of
any Customer Content, Customer Service or Customer Intellectual Property
(including, if and as applicable, any of the foregoing owned by a person other
than Customer (a “Third Party Content Owner”)) as authorized under this CD
Addendum infringes a copyright, trademark, trade secret or validly issued
patent, misappropriates a third party’s intellectual property rights in such
material or otherwise violates a third party’s license in and to such Customer
Content, Customer Service or Customer Intellectual Property.  Customer’s
indemnification obligation under this Section 11 is subject to Section 7.8(b) of
the Agreement.  

 

12.

No Consequential Damages/Limitation of Liability.  The terms provided in this
Section 12 are exclusive to the provision of CD Services under the Agreement and
each Order Document, and the terms of Section 9.2 of the Agreement are not
applicable to the provision of CD Services under this CD Addendum, including any
act or omission by CSG, Customer and/or their respective Affiliates or
subcontractors.

 

(A)  EXCEPT FOR *************** *********** *** ***** ** ******* * ** ***
********* AND ******** *(*) AND ** OF THIS CD AMENDMENT OR A BREACH BY EITHER
PARTY OF ******* ** (***************) OF THE AGREEMENT OR ******* ** OF THIS CD
ADDENDUM, UNDER NO CIRCUMSTANCES WILL EITHER PARTY OR THEIR RELATED PERSONS,
LICENSORS OR VENDORS BE LIABLE TO THE OTHER FOR ANY CONSEQUENTIAL, INDIRECT,
SPECIAL, PUNITIVE OR INCIDENTAL DAMAGES OR LOST PROFITS, WHETHER FORESEEABLE OR
UNFORESEEABLE.  

 

(B)  Except FOR FEES PAYABLE OR DUE and OWING, DAMAGE OR LIABILITIES RELATED TO
(i) a ****** ********* ** ********* * ***** ***** ******** *** ******* ** of the
agreement with repsect to a claim ******* ** *** ** ******** ** * *******
********** ***** **** ** ********* ** ** ***** ******** (ii) ******* ** ** ****
** ********* (iii) ******* ** ** *** ********* *** ******* ** ** **** **
******** or (iv) ********* ****** ** *** ** ******* (*) – (*) of ******* * (*)
or ******* *(*) of this ADDENDUM, each Party’s total aggregate liability for any
Damages arising out of or related to this cd amendment will not exceed THE
******* ** *** *** ***** **** ******** **** ** ******** ** *** *** ** ********
***** *** ****** ***** ********* ****** *** ******** *** ***** ****** *********
*** **** ** *** *** ** ******** ****** **** ** **** ** **** ******* **
*********** **** ** *** *** **** **** *** ********** ** ** ***** ******** **
***** ***** ******** **** *** *** ******* ** ******** ** **** ** **** ****
******** ** *** ** ******** ** *** ********** ******* *** *** ********** (the
“CD Liability Cap”).  The existence of one or more claims will not enlarge the
foregoing cd liability cap.  THE EXCLUSIONS AND LIMITATIONS OF DAMAGES SET FORTH
IN THIS cd amendment, INCLUDING this section 12, SHALL (I) APPLY REGARDLESS OF
THE FORM OF ACTION, WHETHER IN CONTRACT, TORT, STRICT LIABILITY OR OTHERWISE AND
(II) BE INDEPENDENT OF, AND SHALL SURVIVE, ANY FAILURE OF THE ESSENTIAL PURPOSE
OF ANY WARRANTY OR EXCLUSIVE OR LIMITED REMEDY STATED HEREIN, AND SHALL APPLY
EVEN IF CSG HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

 

13.

Third-Party Software

 

Customer acknowledges that the Content Direct System and Content Direct Services
may incorporate or integrate with certain Third Party Software.  Certain
Embedded Third Party Software is identified in CD Schedule B and any additional
Embedded Third Party Software to be utilized with a given Content Direct System
deployment shall be identified in the applicable Order Document.  If a Content
Direct System to be deployed will utilize Third Party Software that is not
Embedded Third Party Software, such Third Party Software shall be identified in
the applicable Order Document(s) related to such Content Direct System.  Except
as specifically provided in an Order Document, CSG’s obligations and Customer’s
remedies with respect to Embedded Third Party Software shall be subject to the
terms and conditions of the Agreement and this CD Addendum.  Similarly, except
as specifically provided in an Order Document, Customer’s right and obligations
with respect to Third Party Software that is not Embedded Third Party Software
shall be subject to the license terms that accompany such Third Party Software
and provided CSG has the necessary rights, CSG shall pass through all warranties
and indemnities provided by any licensor of any Third Party Software. CSG agrees
to use its commercially reasonable efforts to assert any claims it may have
against a licensor of any Third Party Software consistent with CSG’s agreement
with such licensor.

 

14.

Privacy, Data Transfer and Security Obligations

 

(a)  Customer acknowledges and agrees that CSG’s obligations and Customer’s
remedies under this CD Addendum related to the unauthorized access, disclosure
or use of Consumer Information or Usage Data processed, stored or otherwise made
available to CSG under this CD Addendum, including a Security Breach (as defined
below), shall be specifically governed and limited by Section 12 of this CD
Addendum (provided nothing shall preclude Customer from seeking injunctive or
other equitable relief pursuant to Section 11.2 of the Agreement).  For the
avoidance of doubt, nothing in this CD Addendum shall impact, limit, restrict or
impair CSG’s general obligations with respect to Confidential Information of
Customer under Article 10 of the Agreement.

 

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(b)  The Parties acknowledge that in order for CSG to provide Customer with the
CD Services, it will be necessary for Customer to disclose to CSG certain
Consumer Information, which Consumer Information will be processed, transmitted
and stored (subject to the terms of this CD Addendum and applicable law) in the
United States.  The Parties further acknowledge that with respect to the
Consumer Information, (i) Customer acts as a “data controller” (or an equivalent
term under applicable law) with respect to all Consumer Information and (ii) CSG
acts as a “data processor” (or an equivalent term under applicable law), on
behalf of and pursuant to, the instructions of Customer in order to comply with
its obligations under this CD Addendum and under applicable law.  

 

(c)  CSG acknowledges that the Consumer Information and Usage Data to which it
will have access pursuant to this CD Addendum (if any) constitutes Customer
Confidential Information and that CSG in no way possesses or shall gain
possession of any ownership or other proprietary rights with respect to such
PII.  

(d)  CSG shall: (i) comply with its obligations under all applicable laws and
regulations regarding the collection, use, protection, storage, transmission,
duplication and disclosure of Consumer Information and Usage Data, including (to
the extent applicable with respect to the CD Services provided by CSG under this
CD Addendum and an Order Document), but not limited to, Section 631 of the Cable
Communications Policy Act of 1984, as amended (47 U.S.C. Sec. 551) and  47
U.S.C. Section 222, as amended, (ii) comply and maintain annual compliance with
the Visa Cardholder Security Information Program and PCI Data Security Standards
(the “PCI Standards”) and will, upon Customer’s request, provide evidence of
such compliance, (iii) implement and maintain reasonable and appropriate
organizational, technical and other security measure to protect the
confidentiality of Consumer Information, and Usage Data and prevent any
unauthorized or unlawful processing, alteration, display, publication or
disclosure of, and access to, such Consumer Information and Usage Data
(including, but not limited to, maintenance of all Consumer Information and
Usage Data that is collected, stored or otherwise maintained by CSG in a secure
environment that meets generally accepted industry standards (e.g. , the Visa
Cardholder Security Information Program and PCI Data Security Standards (the
“PCI Standards”)) and ensuring that all such information is stored and
transmitted in encrypted or otherwise secure form), (iv) not duplicate, copy,
reproduce or use any Consumer Information (or any portion thereof) or Usage Data
other than for back-up purposes and as required to perform the CD Services under
this CD Addendum; (v) limit access to the Consumer Information and Usage Data to
those of its and Media’s employees and contractors who have a bona fide need to
access in connection with the performance of CSG’s obligations hereunder and who
are bound by confidentiality restrictions or practices that are materially
similar to those herein and Article 10 of the Agreement; (vi) only use Consumer
Information and Usage Data for the purposes of fulfilling its obligations under
this CD Addendum and each Order Document executed hereunder, and CSG will not
disclose or otherwise process such Consumer Information and Usage Data except
upon Customer’s instructions in writing; and (vii) promptly notify Customer in
writing and obtain Customer’s consent before sharing any Consumer Information
and Usage Data with any government authorities (unless such concurrent or direct
disclosure is expressly required under applicable law, in which case CSG shall
cooperate with Customer in a commercially reasonable manner (consistent with and
subject to Section 11.6 of the Agreement, as applicable) to quash such process
or otherwise to limit the scope of any required disclosure) or other third
parties; provided, that CSG shall not require Customer’s consent to disclose or
transfer Consumer Information or Usage Data (as applicable) to a third party
(including, as applicable, the provider of CSG’s Payment Gateway Services) that
is specifically identified in an Order Document as being a permitted recipient
of such Consumer Information or Usage Data (foregoing clauses (i) through (vii )
collectively referred to as the “Security Measures”).  To the extent applicable
Law requires notice be provided to an individual or entity (e.g., a Consumer or
Customer’s business to business customers) with which Customer has contractual
privity following a privacy or security issue, including a Security Breach,
Customer agrees to provide reasonably prompt notice (but in any event consistent
with applicable Law) to such parties following receipt of notice from CSG of the
Security Breach.  

 

(e)  CSG shall be liable for a breach of the provisions of this Section 13 and
Article 10 of the Agreement, regardless of whether such breach was caused by CSG
and its employees or any CSG subcontractor.  

 

(f)  CSG represents that it adheres to the U.S.-European Union (EU) Safe Harbor
Framework (“Safe Harbor”) that protects the transfer of certain Consumer
Information from the EU and Switzerland, respectively, to the U.S, and has
received acknowledgment from the U.S. Department of Commerce that CSG is
self-certified under the Safe Harbor (the “Safe Harbor Certification”).  CSG
agrees to maintain and adhere to such Safe Harbor Certification during the
Term.  If at any time CSG no longer participates in, or meets the requirements
of, Safe Harbor, CSG shall provide Customer with prompt written notice to
Customer, at which time the Parties shall engage in good faith negotiations to
execute an amendment to this CD Addendum that incorporates terms and conditions
that protect Consumer Information to the same extent as Safe Harbor.

 

(g)  To the extent that CSG is authorized by Customer to gain remote access to
Customer’s networks or equipment for purposes of performing its obligations
hereunder, CSG shall ensure that (a) such access is restricted to authorized
employees; (b) it provides Customer with a list of all such authorized employees
at Customer’s request; (c) such remote access is used solely for purposes of
fulfilling CSG’s obligations under this CD Addendum; (d) such remote access is
obtained through a secure connection; (e) CSG

 

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uses such remote access capability only to access equipment or software that is
directly involved in and necessary to CSG’s performance of its obligations
hereunder and does not access through Customer’s networks or equipment any third
party systems, databases, equipment or software; and (f) subject to subsection
(l) below, CSG complies with the provisions of Schedule N to the
Agreement.  Upon Customer’s written request (email acceptable), CSG will provide
updates on the results of periodic security audits of its access system and
methods (subject to the restrictions of Schedule N to the Agreement) and will
change authentication elements periodically to maintain the integrity and
security of CSG’s access as long as such access and change does not cause a
disruption to CSG’s business.

 

(h)  In the event of a breach of security of any system, website, database,
equipment or storage medium or facility that results in unauthorized access to
Consumer Information or Usage Data by any third party (including any employee or
subcontractor of CSG that is not authorized to access such information), CSG
shall notify the Customer promptly, and in no event more than *********** (**)
*****, after taking any immediate measures necessary to prevent further access
and make best efforts to resecure its systems as soon as possible.  In addition,
in the event of the unauthorized access to, disclosure of or use of Consumer
Information or Usage Data in violation of Section 10.7 of the Agreement or this
Section 14 to the extent caused by the acts or omissions of CSG (a “Security
Breach”), CSG shall indemnify, defend at its own expense and hold Customer
harmless from any third party claims asserted against Customer (excluding a
claim asserted by Customer’s Affiliate) resulting from such Security Breach
(collectively, an “Indemnified Security Breach Claim”).  The Parties acknowledge
that CSG’s liability for an Indemnified Security Breach Claim shall be only be
to the extent of CSG’s acts or omissions with respect to such claim, and CSG’s
indemnification obligation with respect to an Indemnified Security Breach Claim
under this Section 14 is subject to ******* ****** ** *** *********.  The
parties acknowledge that any claim by Customer of damages incurred directly by
Customer for a Security Breach (i.e., other than third party claims asserted
against Customer that are addressed under an Indemnified Security Breach Claim)
shall not be subject to indemnification by CSG but instead shall be subject to a
contract claim for damages by Customer for CSG’s breach of this Section 14 (a
“Direct Security Breach Claim”).  If CSG is responsible for a Security Breach
and applicable law requires CSG or Customer to provide (A) notification to
public authorities, individuals, or other persons, or (B) undertake other
remedial measures (including, without limitation, notice, credit monitoring
services and the establishment of a call center to respond to inquiries (each of
the foregoing a "Remedial Action")), then CSG shall, at CSG’s cost, undertake
such Remedial Actions, subject to the limits and exclusions set forth in *******
** ** **** ** ********.  If it is ultimately determined that the release of
Consumer Information or Usage Data was caused by Customer or its employees,
subcontractors or agents, then Customer shall be responsible for the costs and
expenses relative to such Remedial Actions attributable to such person(s) and
Customer shall also promptly reimburse CSG for the related costs and expenses
incurred by CSG to comply with this Section 14.

 

(i)  CSG shall use Content Direct System Data internally to monitor, support,
maintain and improve the Content Direct Services and the Content Direct System,
and shall not lease, sell or otherwise commercially exploit the Content Direct
System Data.

 

(j)  CSG shall provide ** *** ******* on an annual basis a Service Organization
Report for facilities controlled by CSG and/or its Affiliates, including, but
not limited to, Media, that store, transmit, or process Consumer Information or
Usage Data in connection with CSG’s provision of CD Services. For purposes of
this CD Addendum, a “Service Organization Report” or “SOR” is a report or
reports of controls, generally accepted in the industry, in the areas of
financial reporting, security, privacy, confidentiality, system availability or
processing integrity for the services provided by a hosted solutions provider,
service organization, service bureau or other similarly structured provider of
software and hardware solutions.  CSG shall provide Customer access to a copy of
the most current SOR(s) that relate to the CD Services provided by CSG to
Customer; provided that Customer acknowledges that each SOR is CSG’s
Confidential Information and is subject to the terms and conditions of Article
10 of the Agreement.  CSG will use good faith efforts to assist in resolving any
issues that may arise between Customer and any independent service auditor firm
regarding Customer’s access to such SOR(s).  For the avoidance of doubt,
Customer may not distribute or provide CSG’s SOR(s) to third parties without
CSG’s prior written consent.

 

(k)  If a security audit conducted by Customer pursuant to Schedule N of the
Agreement evidences that a CSG subcontractor is out of compliance with the
confidentiality provisions contained in this Section 14 or Article 10 of the
Agreement, then Customer shall have the right to cause CSG to cease using such
contractor on any matters in which such subcontractor may come into contact with
any Consumer Information, Usage Data or other Customer Confidential
Information.  

 

(l)  If Customer wishes CSG to adopt, implement or comply with a new Customer
business practice standard (as such term is referenced in Schedule N to the
Agreement) (including the proposed deployment of new or additional security
measures, equipment, software and internal processes or procedures) that is not
otherwise required by the Agreement, including Section 14 of this CD Addendum,
Customer shall provide CSG written notice (which may include an email) of such
proposal and include in same notice the nature of such Customer proposed
revision, modification or addition (a “Customer Policy Modification”).  If CSG
does not object to a Customer Policy Modification, CSG shall comply with the
Customer Policy Modification as soon as commercially practicable after CSG
receives written notice thereof.  Except for compliance with applicable Law and
the PCI Standards, with which CSG is

 

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

 

required ** *** **** *** ******* to comply, in the event CSG objects to a
Customer Policy Modification, (a) CSG shall send written notice (which may
include an email) of objection to Customer within ****** (**) **** after receipt
of such Customer Policy Modification from Customer, and (b) such notice will
describe in reasonable detail the nature of CSG’s objection.  If CSG objects on
the basis that such Customer Policy Modification is (x) prohibited by CSG’s
certification with the PCI Standards, (y) inconsistent with applicable Law or
(z) CSG’s network architecture and controls, then the Parties will engage in
good faith discussions to develop an alternative solution that addresses the
substantive effect of the Customer Policy Modification and CSG’s concerns with
such proposal.  If CSG objects to the Customer Policy Modification for any other
reason, including, without limitation, on the basis of CSG having to incur
material out-of-pocket costs in connection with implementing the Customer Policy
Modification, then the Parties will negotiate in good faith for Customer to
reimburse CSG for the costs to implement such Customer Policy Modification, and,
upon the agreement of which, CSG shall promptly comply with such Customer Policy
Modification as soon as commercially practicable.  Upon receipt of any notice of
objection from CSG as noted above, the Parties will work together in good faith
to mutually agree on a resolution of such objection.

 

14.

Destruction/Return of Information

 

The parties acknowledge that CSG may comply with Section 10.10 of the Agreement
with respect to Consumer Information and Usage Data if such data is permanently
(a) purged (i.e., deletion using random data overwrite) or (b) anonymized (i.e.,
within CSG’s structured data construct, to delete or obfuscate the particular
fields containing Consumer Information and Usage Data while preserving the
record of the audiovisual materials (including the title, description or subject
matter of such materials) acquired by a Consumer), using industry standard
practices, thereby permanently preventing anyone (including CSG, its permitted
subcontractors and any third party) from accessing any PII and/or reconstructing
from such information retained in the systems of CSG and its subcontractors
which audiovisual materials were acquired by a Consumer through such systems.

 

15.

Discontinuance

 

The Discontinuance Fees, if any, applicable to Customer’s commitment of CD
Services shall be as prescribed in each CD Service Order.

 

16.

Business Continuity/Disaster Recovery Plan

 

The CSG Systems, Inc. Business Continuity/Disaster Recovery Plan set forth in
Attachment A to Exhibit C-1 of the Agreement is hereby amended to add the CD
Services to the list of **** * services.  

 

17.

CD Services Performance Standards and Remedies

 

The terms of CD Schedule C attached hereto shall apply to the CD Services in
lieu of Schedule L of the Agreement.

 

 

 

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

 

CD Schedule A

 

Form of CD Service Order

 

CD Service Order No. __

 

[Insert CD Service Order Title]

 

This CD Service Order No. __ (this “CD Order”) is entered into effective as of
[Insert Date] (the “CD Order Effective Date”) and shall be governed by the terms
and conditions of the CSG Master Subscriber Management System Agreement
(Document #2501940) effective as of March 1, 2013 between CSG Systems, Inc.
(“CSG”) and Comcast Cable Communications Management, LLC (“Comcast”), as amended
to date (the “Agreement”).  This CD Order is a “CD Service Order” subject to the
terms of the CD Addendum to the Agreement, and is entered into by CSG and
[Insert Signatory, whether Customer or an Affiliate] (“Customer”).  CSG and
Customer are sometimes individually referred to herein as a “Party” and
collectively as the “Parties”. All capitalized terms used but not defined in
this CD Order shall have the meaning assigned to such terms in the Agreement
[and the DECE Documents].

 

***

 

The following documents are attached to this Order and made a part hereof:

·

Schedule 1 – Content Direct System and Content Direct Services Description

·

Schedule 5 –Fees

 

1.0

Comcast Subscriber Entity[(ies)]; Content Direct System and Content Direct
Services.  

 

(a)The following Comcast Subscriber [Entity(ies)] are authorized to utilize the
Content Direct System, Content Direct Services and Third Party Products
prescribed by this CD Order:  

 

[insert entities]

 

(b)Subject to the Fees, terms, conditions and restrictions of the Agreement and
this CD Order, Customer agrees to procure from CSG, and CSG agrees to provide
Customer the Content Direct Services and Third Party Products prescribed on
Schedule 1 hereto.  If Customer wishes to utilize additional (or less) Content
Direct Services and/or Third Party Products during the CD Order Term (as defined
in Section 2.0 below), the Parties shall enter into an amendment or Change Order
to this CD Order to reflect the actual Content Direct System functionality,
Content Direct Services and/or Third Party Products in use by Customer under
this CD Order and to clarify the Fees applicable thereto.  

 

2.0

CD Order Term.  The initial term of this CD Order shall commence on the CD Order
Effective Date and expire __ (___) years from the Go-Live Date of the Content
Direct Services prescribed under this CD Order (the “Initial CD Order
Term”).  Upon expiration of the Initial CD Order Term, this CD Order shall
automatically renew for successive *** *** **** periods on identical terms and
conditions (each a “Renewal CD Order Term”; the Initial CD Order Term and any
applicable Renewal CD Order Term(s) are collectively referred to as the “CD
Order Term”), unless either of CSG or Customer notifies the other Party in
writing of its intent to not renew such CD Order Term no less than ***** ****
days prior to the expiration of the then-current CD Order Term.  

 

3.0

Initial Statement of Work.  In connection with Customer’s initial configuration
of the Content Direct System, CSG shall perform the configuration, setup,
application training and other services as identified in Statement of Work No.
__ with a project title of “____________” (CSG Document No._____) (“SOW No.
_”).  

 

4.0

Projected Project Start Date and Targeted Go-Live Date.  As described in SOW No.
__, the Parties estimate the project described by SOW No. ___ to commence as of
[insert date] and the Targeted Go-Live Date is [insert date].  

 

5.0

Fees; Payments.  Customer agrees to pay CSG the Fees prescribed by this CD
Order, including those Fees set forth in Schedule 5 hereto.  Amounts due under
this CD Order shall be paid by Customer in accordance with Article 5 of the
Agreement.

 

6.0

Transfer of Consumer Information.  Subject to the provisions of the Agreement,
including, without limitation Section 14 of the CD Addendum, CSG may transfer
Consumer Information to *********** ***********, CSG’s current ******* *********
*******, solely for the purpose of allowing *********** to process credit card
transactions under this CD Order.  

 

7.0

Identification of Additional Excluded Systems.  As provided in Section 4 of CD
Schedule C of the CD Addendum, the Parties agree that the following shall be
deemed “Excluded Systems”:  

 

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

 

8.0

Authorized Approver; Customer Contact Information; Notices.  The Authorized
Approver[s] for this CD Order [is/are] identified below.  Section 12.10 of the
Agreement is hereby supplemented by providing the following contact persons for
Customer and Authorized Approver:

 

Authorized Approver:

[Name]

 

[Telephone]

 

[Email]

 

[Add Additional Authorized Approver(s) as necessary]

 

 

 

Customer Project Manager:

[Name]

 

[Telephone]

 

[Email]

 

Customer Billing Contact:

[Name]

 

[Telephone]

 

[Email]

 

IN WITNESS WHEREOF, the Parties have executed this Order by their duly
authorized representatives, effective as of the Order Effective Date.

 

CSG SYSTEMS, INC.

 

COMCAST CABLE COMMUNICATIONS MANAGEMENT, LLC

 

By: [SAMPLE—DO NOT EXECUTE]

 

By: [SAMPLE—DO NOT EXECUTE]

Name:

 

Name:

Title:

 

Title:

Date:

 

Date:

 

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

 

Schedule 1 to CD Service Order No. __

 

Content Direct System and Content Direct Services

 

CSG will provide the Content Direct System and Third Party Products described in
this Schedule 1.  

 

[Insert Description of Content Direct System and Third Party Products provided
under this CD Order.]

 

(End of Schedule 1)

 

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

 

Schedule 5 to CD Service Order No. __

 

Fees

 

Customer’s use of the Content Direct System and Content Direct Services, as
prescribed on Schedule 1 of this CD Order, is subject to the following Fees:

 

[Insert applicable Fees and if Payment Processor Gateway Service, specify CSG
Gateway Transactions or Customer Gateway Transactions.]

 

(End of Schedule 5)

 

*****End of CD Schedule A*****

 

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

 

CD Schedule B

 

Content Direct Services

 

The Content Direct System is packaged as a set of Content Direct Application
Server Modules that provide their capabilities through a set of Content Direct
Web Services to Content Direct User Applications.  The Content Direct System is
more specifically defined in the Documentation, and the below general
descriptions are qualified in their entirety by reference to the
Documentation.  The specific Content Direct System configuration made available
by CSG to Customer shall be as set forth in each CD Service Order executed by
the Parties. Customer acknowledges that the Content Direct System shall not
include the telecommunications connections to and from the Internet, the
Compatible Interfaces (as defined below), the Customer Site and, if provisioned,
a Performance Testing Environment.

 

CSG shall provide the Content Direct System and Content Direct Services to
Customer in English (U.S.).  If Customer requests the Content Direct System or
Content Direct Services to be provided in a language other than English (U.S.),
such provision shall be subject to ********** ****** ****, and the Parties will
specify the fees, terms and conditions of such implementation(s) in the
applicable Order Document(s).

 

The Content Direct Application Server Modules deployed for a given Content
Direct System deployment shall be described in the applicable CD Service Order.

 

The Content Direct Web Services made available for a given Content Direct System
shall be described in the applicable CD Service Order.

 

The Content Direct Back-Office User Applications made available for a given
Content Direct System shall be described in the applicable CD Service Order.

 

Embedded Third Party Software

 

Payment Processor Gateway Service.  The Content Direct Services are integrated
with a payment processor gateway partner for effective and secure credit card
payment processing.  The payment processor gateway encrypts Consumer Information
to ensure that information passes securely between the Content Direct Services
and Customer’s credit card processing partner to authorize credit cards and
settle credit card transactions for deposit of funds with the Customer’s
designated merchant bank (the “Payment Processor Gateway Service”).  CSG will
provide the Payment Processor Gateway Service to Customer as part of the Content
Direct Services; provided Customer must establish its own relationship with its
merchant bank.  

 

Customer has two options to process authorization, reversal, refund and
settlement transactions attempted and processed through the Payment Processor
Gateway Service for bank/credit cards, debit cards and similar payments (each, a
“Gateway Transaction”):  (i) Customer may use CSG’s payment processing
relationship with *********** ***********, in which case each Gateway
Transaction shall be referred to as a “CSG Gateway Transaction”, or (ii)
Customer may establish and use its own payment processing relationship with
*********** ***********, in which case each Gateway Transaction shall be
referred to as a “Customer Gateway Transaction”.  Each CD Service Order shall
specify whether Customer is processing CSG Gateway Transactions or Customer
Gateway Transactions, and any change shall require the Parties to execute an
amendment to such CD Service Order.

 

Each CSG Gateway Transaction shall be subject to * *** ******* *********** ***
** ********** ** * ** ******* *****, and ** *** shall be charged for Customer’s
processing of a Customer Gateway Transaction.

 

Payment Processor and bank interchange fees and other related card and bank
processing fees are not included in the fees for CSG Gateway Transactions and
are additional charges billed by third parties.  CSG Gateway Transactions will
be invoiced to Customer on a ******** ***** basis. 

 

Customer acknowledges that if it processes Customer Gateway Transaction and the
Payment Processor Gateway Service is unable to process a Customer Gateway
Transaction caused by *********** *********** or any party other than CSG (a
“Payment Processing Interruption”), then CSG shall have no responsibility or
liability to Customer for such Payment Processing Interruption, and Customer’s
sole and exclusive remedy shall be with *********** ***********.

 

Taxing.  The Content Direct Services are integrated with taxing software from
********* ***. (“********”). Customer will not be charged for the use of the
standard U.S. and International Sales and Use Module from ********.  If Customer
needs taxing capabilities other than the standard U.S. and International Sales
and Use Module, or Customer requests to utilize taxing software from a provider
other than ********, the Parties will negotiate the fees, terms and conditions
applicable to such additional taxing software and configuration.

 

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

 

Compatible Interfaces

 

The means by which Customer can access the Content Direct System and Content
Direct Services as of the Effective Date, including the Content Direct Web
Services, are set forth below (the “Compatible Interfaces”).  CSG may update the
Compatible Interfaces from time to time in its reasonable discretion by
providing Customer advance notice consistent with good industry practices,
provided CSG shall not cease supporting any item identified below without
providing at least ********** (**) **** prior written notice to Customer.

 

The Back Office Applications (as described on this CD Schedule B) of the Content
Direct System can be accessed through the public Internet via a PC/Mac on all
standard browsers (properly configured) that support the *********** *******
*******.  

 

Content Direct Web Services are accessed through a **** ** *** ******** running
over **********.

 

It is assumed that all Customer-initiated connectivity to the Production
Environment and Sandbox Environment will be coming through a TCP/IP enabled
broadband connection.

 

CSG supports the below browsers on **** ** *** **** through which Consumers can,
with any applicable browser plug-in (e.g., Silverlight or Flash) based on the
Consumer Experience, access the CSG Consumer Experiences:

 

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

 

******* *

·

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

·

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

·

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

·

****** ****

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

·

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

·

****** ****

 

*****End of CD Schedule B*****

 

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

 

CD Schedule C

 

CD Hosting, CD Support Services, Performance Standards and Remedies

 

1.

Definitions.  

 

“Availability SLA” means the Production Availability SLA (as defined in Section
3 below) and the Sandbox Availability SLA (as defined in Section 5 of this CD
Schedule C).

 

“Excluded Problems” means any interruptions, degradation or problems with the
Content Direct System that are the result of (a) negligent acts or omissions of
or made by Customer or its employees, contractors, or agents; (b) failure or
malfunction of equipment, networks, applications, services or systems not
supplied, owned, controlled or maintained by CSG, its suppliers or third party
service providers contracted by CSG in connection with the Content Direct
System; (c) Scheduled Maintenance; (d) the failure of power or equipment at the
premises of the Customer; (e) Force Majeure,  (f) as provided in Section 5(b) of
the CD Addendum or (g) an Excluded System.

 

“Interrupted Service Time” means the number of minutes in a calendar month
during which the Customer experiences a Service Interruption.  The number of
minutes of a Service Interruption shall be measured (a) beginning on the earlier
of the date and time that a Service Interruption is reported on a Service Ticket
to the Solution Support Center or detected by the Monitoring Software and (b)
ending upon the date and time (as confirmed by Customer or verified through the
Monitoring Software) when (i) the Service Interruption has been resolved
(through full resolution or a work-around) or (ii) with respect to a Service
Interruption caused by a ******** ***** * – ******** or ******** ***** * – ****
problem, the problem reported on the Service Ticket has been downgraded to a
******** ***** ** ******).  

 

“Interruption Time Percentage” is equal to (a) the Interrupted Service Time for
a given calendar month less the Permissible Interrupted Minutes for such
calendar month, divided by (b) the System Availability, as expressed in number
of minutes for that calendar month.

 

“Monitoring Software” means internal software and/or third party service that
simulate and/or measure transactions for purpose of determining the Availability
SLA.

 

“Qualified Revenue Stream” means the aggregate amount of Transaction Fees
identified as the “Qualified Revenue Stream” in an executed CD Service Order
billed to Customer in the calendar month affected by a Service Interruption.

 

“Permissible Interrupted Minutes” means with respect to each Availability SLA,
the number of minutes for a given calendar month the Content Direct System may
experience a Service Interruption before a Service Interruption Credit is due
for such Availability SLA.  The Permissible Interrupted Minutes is equal to the
(a) Total Available Minutes available in a calendar month less (b) the product
of Total Available Minutes times the applicable Availability SLA (i.e., *****
*** *** ********** ************ *** *** *** *** *** ******* ************ ***).

 

“Sandbox Availability” means the time during a given calendar month the Sandbox
Environment is available to Customer, excluding interruptions caused by Excluded
Problems.

 

“Scheduled Maintenance” means the qualifying (in accordance with the second
sentence of this “Scheduled Maintenance” definition) time the Content Direct
System is not available to Consumers during which CSG will provide maintenance
on such system.  To qualify as Scheduled Maintenance, (i) CSG must have provided
Customer notice (email acceptable) of such downtime not less than ***********
(**) ***** prior to the commencement thereof, (ii) such maintenance time must
occur during *********** ******* ********; (iii) such maintenance must not
exceed ***** (*) hours in the aggregate during a ********** ******** ******* and
(iv) such maintenance will generally occur on ********* ******** between *:** **
******* and *:** ** *******.  In the event that CSG exceeds ***** (*) ***** of
Scheduled Maintenance during a ********** ******** *******, each minute in
excess of ***** (*) ***** shall be deemed Interrupted Service Time for the
specific calendar month in which such threshold was exceeded.

 

“Service Interruption” means with respect to an Availability SLA, the occurrence
of a ******** ***** * – ******** or ******** ***** * – **** problem, excluding
an occurrence or failure resulting from an Excluded Problem.

 

“Service Interruption Credit” means with respect to (i) the Production
Availability SLA in a given calendar month the product of the (A) Qualified
Revenue Stream of an affected CD Service Order received by CSG during such
calendar month and (B) Interruption Time Percentage for such Production
Availability SLA and (ii) the Sandbox Availability SLA, as defined in Section 5
below.  

 

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

 

“Severity Level” shall refer to the level of severity of a problem in respect of
the Content Direct Services, as defined in Section 3 below.

 

“Service Ticket” means (a) a documented service request marked with the date and
time the request was reported to or otherwise discovered by the Solution Support
Center and with the date and time that the applicable problem was resolved; or
(b) a report of Service Interruption or other issue by Customer via telephone
(telephone notice is required for ******** ***** * – ******** or ******** *****
* – **** ******), email, CSG’s web accessible ticket tracking system or other
mutually acceptable means.

 

“System Availability” means the Total Available Minutes in a given calendar
month less any minutes attributable to an Excluded Problem (which, for the
avoidance of doubt, includes Scheduled Maintenance).  

 

“Total Available Minutes” means the total minutes available in a given calendar
month (i.e., number of days in calendar month times sixty (60) times twenty-four
(24)).

 

2.

Hosting and Support Services.

 

CSG shall provide technical support and operational maintenance for the
Production Environment of the Content Direct System as part of the Content
Direct Services.  These hosting and support services are provided in a manner to
maximize Service Availability and minimize any Service Interruption of the
Production Environment.  CSG shall provide the hosting services from facilities
located in the United States.  Under no circumstance shall hosting services be
provided from an off-shore location without the prior written consent of an
Authorized Approver of Customer.

 

Technical Support/Operations

 

Customer may submit support incidents or queries to CSG’s Support Center
(“Solutions Support Center” or “SSC”) via telephone (************), or CSG’s web
accessible ticket tracking system (accessed at *****:*******************) and
other mutually agreed means; provided, that Customer must notify CSG of ********
***** * ******** *** ******** ***** * **** issues via telephone to the SSC.  

 

CSG shall provide support on a ******** for issues with a ******** ***** of
“********” and “****” and during *:** ** – *:** ** ******* for issues with a
******** ***** of “******” and “***”.

 

Should CSG discover a performance or operations issue impacting the Production
Environment, CSG shall notify the Customer Project Manager identified in an
affected CD Service Order (or such other representative Customer has identified
to CSG in writing (email acceptable) to receive such notice) of such issue, as
well as CSG’s initial assessment of issue severity, no later than (i) ******
(**) ******* from the time of discovery of a ******** ***** * ******** ***
******** ***** * **** issue and (ii) *** (*) ******** *** for a ******** ***** *
****** *****.

Support Levels

 

CSG shall escalate support issues as follows:

 

Ø

Level 1 Support (SSC):  CSG provides initial support through CSG’s Solution
Support Center, which shall provide for the initial triage of an issue.  The
Solution Support Center may be contacted via telephone ********* *** ********
***** * ******** *** ******** ***** * **** *********, email or web (through
CSG’s extranet at *****:*******************) and will work with the Customer to
collect pertinent information, understand the issue and attempt to replicate and
resolve.  If, after the Solution Support Center’s investigatory resources are
exhausted, the Solution Support Center still unable to resolve the issue, it
will escalate to Level 2 Support.

Ø

Level 2 Support (Operations):  Once the Solution Support Center escalates the
issue to Operations, Operations begins troubleshooting and analyzing the
issue.  Operations has additional security rights permitting it to dig deeper
into the issue through database queries, server reviews and monitoring.  If,
after the Operations’ investigatory resources are exhausted the issue remains
unresolved, the issue will be escalated to Level 3 Support.  

Ø

Level 3 Support (Development, QA, etc.):  If necessary, the Level 3 Support Team
will be engaged to attempt to determine root cause for the reported and
unresolved issue.  The Level 3 Support team may include developers, Quality
Assurance analysts, and/or implementation analysts with additional access
permissions to review code or provide additional technical insight into expected
versus actual behavior of the Content Direct System.

 

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

 

CSG Contact and Escalation List

 

The table below identifies the contact information for all levels of CD Support
Services.  All critical issues requiring escalation are managed through the
Solution Support Center who will contact the appropriate on-call personnel:

 

Support Level

Contact Name/Title

Contact Information

Operating Hours/Staffing Levels

Level 1

Solution Support Center (SSC)

Phone:  ************ (************)

Web:  *****:******************

********

Level 1 Escalation

Manager of the SSC

Escalation from SSC analyst

********

Level 2

Operations

Escalation from SSC

******** *****:  ********

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

Level 2 Escalation

On-Call Analyst

Escalation from SSC

******** *****:  ********

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

Level 3

SME (e.g., Development, QA, PS, etc.)

Escalation from Level 2 (Operations)

******** *****:  ********

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

Level 3 Escalation

On-Call SME

Escalation from Level 2 (Operations)

******** *****:  ********

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

Management Escalation

Operations Manager

Escalation from Level 2 (Operations) on-call

******** *****:  ********

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

Senior Management Escalation

Operations Director

Escalation from MS Manager

******** *****:  ********

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

 

 

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

 

3.

Priority Definitions and Service Level Metrics for CD Support Services

 

CSG uses the following priority definitions and target response times for issues
reported by the Customer to CSG.  From the time that an issue is reported to or
discovered by CSG until the issue is resolved as prescribed below, CSG shall
also use commercially reasonable efforts to provide Customer acknowledgements
and subsequent updates in accordance with the applicable times set forth in the
table below.  In addition, at any time during the pendency of an Exception that
affects Customer’s operations in the Production Environment or the Sandbox
Environment, Customer may contact its Account Manager to discuss such
Exception.  In addition, to the extent a ******** ***** * ******** and ********
***** * **** issue lasts greater than ***** (**) *******, Customer may contact
**** ****, ******* ** ****** ********, to discuss such issue.

 

 

Severity Level Priority

Description

Acknowledgement/Updates

Targeted Workaround

**********

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

 

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

 

Ack:  ****** ** ******* ***** (a) ***** *** **** ******** ** ******** ** (b) **
**** ** ************ *********** ***** ***’* ********* *** ****** **********
********* ******* ******** ** *** ********** *********

 

Upd:  ******* ******* ****** *********** ** ********** ******* ***** **** *****
***** ** ** ****** ********* ******* ******** ** ********** ** * ***** *********
** ***** **** *************** *** ******* **** ** ******** ***** ** ***
************ ******** *****

* *****

******

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

Ack:  ****** * **** ***** ***** *** **** ******** ** ******** ** ********** **
****

 

Upd:  ******* ******* ****** *********** ** ********** ******* ***** * *****
***** ***** ** ** ****** *****

** *****

********

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

Ack:  ****** * ***** ***** ***** *** **** ******** ** ******** ** ********** **
****

 

Upd:  ******* ******* ****** *********** ***** ****** ****** ******** *****
***** ***** ** ** ****** *******

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

*****

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

Ack:  ****** * ******** ***** ***** ***** *** **** ******** ** ******** **
********** ** ****

 

Upd:  ******* ******* ****** *********** **** ********’* ********** *******

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

 

 

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

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

 

4.

Availability of Production Environment and Service Credits – Production
Availability SLA

 

On and after the first Go-Live Date, CSG shall provide System Availability of
***** for the Production Environment of the Content Direct System for each
calendar month during a CD Order Term (as measured over a calendar month, the
“Production Availability SLA”).  

 

For any calendar month in which a Service Interruption has occurred, the Parties
shall determine whether the Production Availability SLA for the calendar month
has been achieved.  If CSG fails to achieve the Production Availability SLA for
any given calendar month during a given CD Order Term, CSG shall apply the
applicable Service Interruption Credit for such calendar month.

 

CSG shall, subject to Customer’s review and audit rights, calculate the Service
Interruption Credit and apply this credit to the following calendar month’s Fees
or, if such Service Interruption Credit accrues in the final calendar month of a
CD Order Term, offset the current calendar month’s fees or provide a refund to
Customer.

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

 

In addition, if in Customer’s good faith belief a ******** ***** * – ******
Exception results in a material adverse Customer or Consumer experience, the
Parties agree to collaborate on the mutually agreeable timeframe for CSG to
implement a Fix to such Exception and, if applicable, any credits if CSG fails
to timely implement such Fix.

 

CSG shall also provide Customer access to reports and/or tools that enable
Customer to determine System Availability.

 

5.

Availability of Sandbox Environment and Service Credits – Sandbox Availability
SLA

 

CSG shall provide Sandbox Availability of *** (as measured over a calendar
month) (the “Sandbox Availability SLA”).

 

For any calendar month in which a Service Interruption has occurred, the Parties
shall determine whether the Sandbox Availability SLA for the calendar month in
question has been achieved.  If (i) CSG fails to achieve the Sandbox
Availability SLA for any given calendar month during an applicable CD Order Term
and (ii) Customer is paying CSG an express fee under a given CD Service Order to
access the Sandbox Environment ****** **** *** ** *** ****** ******** ** *** **
******* ******, Customer shall be entitled to submit a claim for a Sandbox
Service Interruption Credit (as defined below) based on the Service
Interruption.

 

•

If Customer makes a valid claim for a Sandbox Service Interruption Credit, CSG
shall, subject to Customer’s review and audit rights, calculate the Sandbox
Service Interruption Credit *** ***** **** ****** ** *** ********* ********
*****’* **** *** ** **** ******* ************ ****** ******* ** *** *****
******** ***** ** * ** ***** ***** ****** *** ******* ******** *****’* **** **
******* * ****** ** ********.

 

•

As used in this Section 5, “Sandbox Service Interruption Credit” means with
respect to a given calendar month the product of the (i) fees paid by Customer
to access the Sandbox Environment(s) during such calendar month and (ii)
Interruption Time Percentage.

 

CSG shall provide Customer access to reports and/or tools that enable Customer
to determine the availability of the Sandbox Environment.

 

 

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

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

 

6.

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

 

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

 

******** *** *** *********** **** ** ** *********** *** ********* ********* **
********* *** ****** ******* ** **** ******** **** *** *********** ****** ****
***’* ******* ** ******* ******* *********** ***** **** ** ******** *** ***
***** ******** ******** **********  ************ *** *** ******* ******** ***
***** **** ** ******** * ** ******* ** * ******* ************ ** ***’* *******
** ****** **** *** ********** *** *** *** ********** ******** *** *** * ********
(*) ********** *** *** **************** ** *** ******** ******* ** ******** ****
* ******* ** *** ** ****** **** *** ********** ********** **** *** ***
********’* **** *** ********* ****** ***** **** ** ******** ** *** **********
***** ******** *** **** ** ********; ******** **** ******* ** *** *********
***** ******** ** ***** ******** **** *********** **** ** ******** ** ******* **
* ******* ******* ******.

 

*****End of CD Schedule C *****

 

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

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

 

CD Exhibit A

 

Data Elements – Consumer Information and Usage Data

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

**********

*********

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

 

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

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

*****

*******

***

*****

 

***********

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

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

 

**********

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

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

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

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

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

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

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

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

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

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

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

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

 

*****End of CD Exhibit A and end of CD Addendum *****