Filed by Bowne Pure Compliance



 




EXHIBIT 10.103




“AT&T MOBILE SOLUTIONSSM ORDER PROCESSING &

CUSTOMER CARE SERVICES”




20070105.006.S.004




Between




STARTEK, INC.




And




AT&T SERVICES, INC.



* Material has been omitted pursuant to a request for confidential treatment and such material
has been filed separately with the Securities and Exchange Commission. An asterisk within brackets
denotes omission.



 


 









 





Agreement No. 20070105.006.C

Order No. 20070105.006.S.004

AT&T Mobile SolutionsSM Order Processing & Customer Care Services

Page 1 of 5




AGREEMENT ORDER# 20070105.006.S.007

“AT&T MOBILE SOLUTIONSSM ORDER PROCESSING & CUSTOMER CARE SERVICES”




This Order is by and between Startek, Inc. a Delaware corporation (“Supplier”) and AT&T Services,
Inc., a Delaware corporation (“AT&T”), and shall be governed pursuant to the terms and conditions
of Agreement Number 20070105.006.C. Any terms and conditions in this Order that modify or change
the terms and conditions of Agreement Number 20070105.006.C shall apply to this Order only.




	1.	 	Description of Material and/or Services:






Supplier agrees to perform Order Processing and Customer Care Services (“Work”), for the
AT&T Mobile SolutionsSM program as described in Attachment A dated April 1, 2007.
Whenever the word “Program(s)” shall appear, the same shall mean “Work”.




	2.	 	Duration of Order:






This Order, effective on the date when signed by the last Party (“Effective Date”), will
continue in effect for a term expiring on March 31, 2008, unless it is Cancelled or
Terminated before that date. The Parties may extend the term of this Agreement beyond that
date by mutual written agreement. The terms and conditions of this Order cover all Services
started prior to the execution of this Order, from April 1, 2007 up until execution of this
Order.




	3.	 	Location:






Supplier shall perform the Work at the following location(s):




	 	•	 	Greeley, CO — Assuming sufficient order and call volumes, a minimum of 60 reps
shall perform the work at this location (or such other Domestic location as may be
agreed upon by the parties) during the first year of the Term, unless otherwise
requested by AT&T in writing to increase/decrease this volume.






	 	•	 	Collinsville, VA — This location will be used for Disaster Recovery, i.e.
re-routing and handling of calls in the event that Greeley, CO location is
incapacitated and as outlined in Startek Disaster Recovery Plan attached hereto and
made a part of this Agreement.






Any change in location(s) must be approved in advance by AT&T, pursuant to a written
amendment signed by the parties.


Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party
representatives, except under written agreement by the contracting Parties



 


 









 





Agreement No. 20070105.006.C

Order No. 20070105.006.S.004

AT&T Mobile SolutionsSM Order Processing & Customer Care Services

Page 2 of 5





	4.	 	Pricing Schedule:






This PRICING SCHEDULE shows the amounts to be paid to Supplier for Work to be performed
under this Order following receipt and acceptance by AT&T as follows:




Compensation: AT&T shall compensate Supplier on an hourly basis, pursuant to the following
rates. Such production hourly rate shall apply to the number of Mobility Agent Full Time
Equivalents (“FTE”) authorized in writing by AT&T. Invoices shall be submitted based on the
number of “actual” hours worked based on time and title per month and hours worked shall
exclude any non-production activity, including but not limited to lunchtime, break time,
holidays, vacations, sick-time.




Supplier shall be compensated on a production hour basis.




Order Processing and Tier I Customer Care: 24 x 7 x 365 (Universal Agents)



	 	 	 
	 	 	*Hourly Rate
	Monthly FTE Volumes	 	US Based
	0 — 100
	 	$[*]
	101 — 200
	 	$[*]
	200 +
	 	$[*]







Mobility Service Delivery Manager (MSDM)



	 	 	 
	 	 	*Hourly Rate
	Monthly FTE Volumes	 	US Based
	1 — 10
	 	$[*]
	11 -20
	 	$[*]
	21 +
	 	$[*]







Dedicated Escalation Manager



	 	 	 
	 	 	*Hourly Rate
	Monthly FTE Volumes	 	US Based
	1 — 10
	 	$[*]






	 	 	 
	Training**
	 	85% of the hourly rate
	 	 	 
	**AT&T directed: growth, (i.e., FTE volume increase), process changes (including P2), and training required due to AT&T system enhancements. Does not include refresher, continuation, retread/re-training, or attrition training, which shall be at Contractor’s sole cost and expense.

	 	 	 
	Postage
	 	Pass-thru, at cost







	 	 	* The Production Hourly Rates are fully loaded rates for all work that may be required by
Supplier under this Program, which includes, but is not be limited to:






	 	1.	 	Training — (initial training, and attrition training), as described in
Section D.
	 
	 	2.	 	Designated Training Managers
	 
	 	3.	 	Dedicated Universal Agent Area Manager/Supervisor
	 
	 	4.	 	Dedicated MSDM Area Manager/Supervisor
	 
	 	5.	 	Designated Reports Analyst
	 
	 	6.	 	Dedicated Program Manager
	 
	 	7.	 	Designated Quality Assurance Manager(s)




Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party
representatives, except under written agreement by the contracting Parties



 


 









 





Agreement No. 20070105.006.C

Order No. 20070105.006.S.004

AT&T Mobile SolutionsSM Order Processing & Customer Care Services

Page 3 of 5





	 	8.	 	Gatekeeping
	 
	 	9.	 	Non Ordering Data Gathering
	 
	 	10.	 	Project Management
	 
	 	11.	 	Clerical & support functions
	 
	 	12.	 	Expediting
	 
	 	13.	 	Troubleshooting
	 
	 	14.	 	Travel and Living
	 
	 	15.	 	Pagers
	 
	 	16.	 	Development and issuance of reports as described in Section S
	 
	 	17.	 	Recruiting
	 
	 	18.	 	Processing Downtime Forms
	 
	 	19.	 	Systems Access and Requirements as described in Section E.
	 
	 	20.	 	Systems — Managing and Maintaining equipment and access as described
in Section E.
	 
	 	21.	 	Telecommunication (voice and data) Costs

	 
	 	22.	 	Copies






	5.	 	Payment:






Payment shall be made monthly based on Work completed and accepted in prior month.




	6.	 	Invoices/Billing Information:






Invoices against this Order shall include Agreement 20070105.006.S.004 and reflect the
current Purchase Order Billing Number tbd and shall be submitted to the following:




If Supplier is enabled to transact business with AT&T using the internet-based Ariba
Supplier Network (“ASN”), Supplier agrees to submit invoices in electronic form to AT&T’s
Accounts Payable organization through the ASN. If Supplier is not so enabled, it agrees to
submit invoices to AT&T Accounts Payable, PO Box 66960, St. Louis, MO. 63166-6960. Supplier
shall submit invoices promptly upon the later of (1) completion of shipment of all the
deliverables, or (2) receiving notice that the Work has been completed to AT&T’s reasonable
satisfaction. Invoices shall contain such information as AT&T may reasonably request.
Unless this Agreement calls for payment at a later time, invoices shall be payable
forty-five (45) days after receipt of an accurate invoice by AT&T’s Accounts Payable
organization. Payment of invoices shall not waive AT&T’s rights to inspect, test or reject.




Copies with all supporting documentation to be sent to:




$[*]

AT&T Corp.

402.614.7024

$[*]


Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party
representatives, except under written agreement by the contracting Parties



 


 









 





Agreement No. 20070105.006.C

Order No. 20070105.006.S.004

AT&T Mobile SolutionsSM Order Processing & Customer Care Services

Page 4 of 5





	7.	 	Project Manager/Point of Contact:






The project manager and/or point of contact shall be:




$[*]

AT&T Corp.

732.706.5558

$[*]




	8.	 	Name of Affiliate Ordering Services:






AT&T Corp.




	9.	 	AT&T’s Contract Manager: 






AT&T’s Contract Representative is as follows:




$[*]

AT&T Corp.

1C146A

One AT&T Way

Bedminster, NJ 07921

Email: $[*]

Phone: $[*]




	10.	 	Supplier Representative:






Supplier’s Representative is as follows:




$[*]

Director of Client Services

StarTek, Inc.

100 Garfield St

Denver, CO 80206

Phone: $[*]

$[*]




	11.	 	Maximum Expenditure:






Maximum
expenditures under this Order shall not exceed [*] dollars ($[*]). Subject to this maximum and notwithstanding any other
provisions in this Order, the total amount payable by AT&T for the Work shall be determined
by applying the stated rate of compensation to the Work actually performed by Supplier.
Supplier shall not render Work and AT&T shall not be required to pay for Work in excess of
the amount above, unless Supplier has first secured an amendment to this Order authorizing
the increased expenditure.


Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party
representatives, except under written agreement by the contracting Parties



 


 









 





Agreement No. 20070105.006.C

Order No. 20070105.006.S.004

AT&T Mobile SolutionsSM Order Processing & Customer Care Services

Page 5 of 5




IN WITNESS WHEREOF, the Parties have caused this Order to be executed, which
may be in duplicate counterparts, each of which will be deemed to be an
original instrument, as of the date the last Party signs.



	 	 	 	 	 	 	 
	STARTEK, INC.	 	AT&T SERVICES, INC.
	 
	 	 	 	 	 	 
	By:

	 	/s/ A. L. Jones
	 	By:
	 	/s/ Keith Connolly
	 

	 	 
	 	 	 	 
	 
	 	 	 	 	 	 
	Printed Name: A. L. Jones	 	Printed Name: Keith Connolly
	 
	 	 	 	 	 	 
	Title:	 	CEO	 	Title: Vice President, Global Strategic Sourcing
	 
	 	 	 	 	 	 
	Date:

	 	6/21/07
	 	Date:
	 	6/7/07
	 

	 	 
	 	 	 	 
	 
	 	 	 	 	 	 
	 	 	 	 	On behalf of AT&T Corp.





Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party
representatives, except under written agreement by the contracting Parties



 


 









 





Order No. 20070105.006.S.004

Attachment A

AT&T Mobile SolutionsSM Order Processing & Customer Care Services

Page 1 of 22




AT&T BUSINESS WORLDWIDE CUSTOMER SERVICE

AT&T MOBILE SOLUTIONSSM ORDER PROCESSING & CUSTOMER CARE SERVICES

Statement of Work




APRIL 1, 2007




A. Work Description




Supplier shall provide services to AT&T for Order Processing and Customer Care for the AT&T Mobile
SolutionsSM program (hereinafter “Program” or “Programs”) as described below.



Mobility Order Processing 




Supplier shall perform Order Processing services associated with the AT&T Mobile
SolutionsSM program for new and existing AT&T customers using AT&T processes and AT&T
provided ordering systems as defined by AT&T. Supplier shall provide Mobility Agents to perform
the Ordering process defined herein, in order to place various types of Mobility Orders to AT&T:
New, Adds, Moves, Changes, or Disconnects. For the orders assigned to the Supplier by AT&T, the
Supplier will carry out the functions listed below, managing to Completion the greatest number of
orders possible. “Completion” is defined as in the Touchpoints Requirements shown below.




Ordering Process:




	 	•	 	Accept customer / sales requests (including, but not limited to, move service
(port-in and port-away), new service, change service, and disconnect service) via
inbound customer call or via an electronic to-do list (“Resource Mailbox”) of order
management work tasks and work items associated with order processing






	 	•	 	Assign orders received in Resource Mailbox to individual Mobility Agents within two
(2) hours of receipt.






	 	•	 	Verify completeness of received customer information, including verifying accuracy
of promotion and related codes to effect accurate billing.






	 	•	 	Data gathering with customer, internal parties, or AT&T provided inventory systems
to obtain complete data set to place order.






	 	•	 	Issue request for services through the appropriate AT&T provided system / process.






	 	•	 	Order tracking and order reject management.






	 	•	 	Provide regular status to customers and related AT&T internal parties (including
expected and firm due dates).






	 	•	 	Resolve any jeopardies (which is defined as any problems arising with or from the
Work)






	 	•	 	Confirm customer receipt of wireless handsets/hardware.






	 	•	 	Ensure correct billing of order.






	 	•	 	Transfer customers to appropriate AT&T centers, including but not limited to care,
maintenance, billing, and non-wireless representatives.




Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party
representatives, except under written agreement by the contracting Parties



 


 









 





Order No. 20070105.006.S.004

Attachment A

AT&T Mobile SolutionsSM Order Processing & Customer Care Services

Page 2 of 22




Subsequent to order submission, Supplier’s Mobility Order Processing responsibilities shall
include, but will not be limited to the following:




	 	•	 	Retrieve reports from AT&T systems to verify all orders placed are correct;






	 	•	 	Review current contractual information in AT&T systems;






	 	•	 	Complete spreadsheets only when such orders are provided by the customer on a
spreadsheet;






	 	•	 	Participate in Customer requested conference calls when appropriate;






	 	•	 	Ensure that the order completes by due date;






	 	•	 	Monitor and resolve orders for jeopardy and reject status;






	 	•	 	Communicate with the customer via phone, system or email at specific intervals
within the provisioning cycle, including, but not limited to:






	 	•	 	Confirm receipt






	 	•	 	Estimated due date






	 	•	 	Firm due date






	 	•	 	Project completion






	 	•	 	Audit of orders for accurate coding in all associated
and impacting AT&T or Supplier databases,






	 	•	 	Identify all issuance errors and following up on
subsequent correcting orders to assure accurate billing,






	 	•	 	Audit order issuance and billing rejects to assure
timely and accurate billing aka reject/discord/errors management,
	 
	 	•	 	Issue orders to correct inaccurate billing and confirming completion,
	 
	 	•	 	Confirm completion of orders and bill post to assure timely billing






	 	•	 	Refer non-wireless order activity to appropriate AT&T ordering centers






	 	•	 	Provide outbound correspondence if necessary, to properly fulfill certain
customer requests.





In addition to the above ordering responsibilities, the following additional tasks may be necessary
for Port (in or away) orders:




	 	•	 	For Orders that experience errors due to port fallout, customer will be notified of
possible order delay due to porting. Customer will continue to be notified until
port/order completion and as necessary confirmation of turn-up by the customer.






	 	•	 	Necessary information must be obtained to mitigate port error which may include
additional fact finding with the customer. Items including but not limited to:
password/pin; SSN; billing name and billing account number from Other Service Provider
(OSP) bill. The customer may be requested to have number/port guard removed from their
existing OSP account.






	 	•	 	Special off-line work activities may be needed in support of porting fallout.





Supplier will comply with AT&T’s Touchpoint requirements shown below. In the event jeopardy
occurs, the Mobility Agent will troubleshoot and resolve the issue within four (4) hours of the
jeopardy occurring. “Mobility Agent” is defined as the Supplier’s dedicated full-time equivalent
employee(s) performing services that support the AT&T’s Program.


Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party
representatives, except under written agreement by the contracting Parties



 


 









 





Order No. 20070105.006.S.004

Attachment A

AT&T Mobile SolutionsSM Order Processing & Customer Care Services

Page 3 of 22




In the event that Mobility Agent or AT&T representative identifies an issue that warrants
escalation, e.g., critical dates with regard to access delivery not met /or/ access delivered by
AT&T’s fulfillment center(s), the Mobility Agent shall follow AT&T escalation procedures as
described in Section H, Escalation Process.



Touchpoint Requirements 





Touchpoint #1 (this Touchpoint only applies to orders not received directly from a
customer): Within 1/2 day of order assignment, Supplier’s Mobility Agent sends an email
and places a follow-up call to the originator of the order (AT&T sales and/or the customer)
to indicate that they have been assigned to work the order.




Touchpoint #2: (applies to all order types) Within 1/2 day of order acceptance by
provisioning from AT&T’s systems, Supplier’s Mobility Agent emails client and order
originator with details including order number, estimated order completion date — this
activity may be automated through the Ordering systems. For port orders that experience
fallout or other issues, customer will be notified of possible delay due to porting and all
issues that are contributing to the delay. Customer will continue to be notified daily
(minimum) as progress is made and due dates are assigned. For all accounts, Customer
Telecom Manager will be notified with daily summary letter via email indicating status of
all unfulfilled orders.




Touchpoint #3: For new or add orders, Within 1/2 day of receipt of a firm order
shipment confirmation from AT&T’s system, Supplier’s Mobility Agent sends an email and
places a follow-up call to the customer advising them that their wireless device has been
shipped — this activity may be automated through the Ordering systems; For a move, change,
or disconnect order, Within 1/2 day of receipt of firm order due date, Supplier’s Mobility
Agent sends an email and places a follow-up call to the customer advising them of the order
due date.




Touchpoint # 4 — For new or add orders, One day after expected shipment receipt
date, Supplier’s Mobility Agent contacts the customer to confirm that order was received and
verifies that their service is working. For move or change orders, within 1 day after order
due date, Supplier’s Mobility Agent contacts to customer to confirm that activity has
completed and is working as ordered. If service is not working as ordered, the Mobility
Agent assists customer in obtaining support through an appropriate Care Agent.




For tracking and SLA purposes, AT&T and Supplier will use 1 day, but it is AT&T’s
expectation and Supplier agrees to use best efforts to have its Mobility Agents conduct
Touchpoint within 1/2 day of trigger. This shall apply to all touchpoints shown above.



Additional Responsibilities:



Supplier shall be responsible for all activities supporting the Ordering process such as training
as outlined in Section D. Training, metric support and management, communication and compliance of
process issues / changes, and escalation/exception management.


Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party
representatives, except under written agreement by the contracting Parties



 


 









 





Order No. 20070105.006.S.004

Attachment A

AT&T Mobile SolutionsSM Order Processing & Customer Care Services

Page 4 of 22




Mobility Service Delivery Manager




In addition to Ordering responsibilities, Supplier shall provide services to AT&T through Mobility
Service Delivery Managers (“MSDM”). MSDMs responsibilities are outlined below. Such MSDM
positions shall be compensated pursuant to the Hourly Rate shown in Section 4. PRICING SCHEDULE.



Mobility Service Delivery Managers shall perform the following functions:




	 	•	 	Provide Project Management support of Wireless Orders






	 	•	 	Use all appropriate tools/process documents to follow current processes
	 
	 	 	 	Retrieve and create projects in AT&T project management system
	 
	 	•	 	Communicate with AT&T to receive correct information to complete project management
system






	 	•	 	Receive completion status from AT&T provided system-generated emails and
reporting tools.






	 	•	 	Retrieve/correct then validate all errors that occur during the account set-up
process.






	 	•	 	Close all tasks in AT&T provided system and update project.
	 
	 	•	 	Validate required entries are correct in AT&T provided systems.
	 
	 	•	 	Update project management system with order completion status.
	 
	 	•	 	Request Mobility Agent assignment via Mobility Gatekeeper for data
gathering/ordering process to begin. The Gatekeeper position is the Supplier’s single
point of contact, responsible for receiving and distributing the work to the Mobility
Agents.
	 
	 	•	 	Close the project following Bill Preview/Review






	 	•	 	Identify the billing hierarchy structure with the customer.






	 	•	 	Gather pooling information.
	 
	 	•	 	Gather invoice locations.
	 
	 	•	 	Gather names and ID’s of customer user groups.
	 
	 	•	 	Gather equipment available to user groups per customer request
	 
	 	•	 	Gather customer portal information for handoff to ordering portal team






	 	•	 	Verify gathered data is complete.






	 	•	 	Prepare account profile information for handoff to AT&T’s
designated Client Services group.
	 
	 	•	 	Work with designated AT&T group to create billing hierarchy.






	 	•	 	Contact AT&T’s Sales Account Executive of account specific information to inform
customers to begin the ordering process.






	 	•	 	Send bulk orders on spreadsheet to the Mobility Agent Gatekeeper when appropriate.






	 	•	 	The MSDM will preview and the first Wireless bill and then review it with the
customer.






	 	•	 	Validate all wireless bill components are correct per customer request.
	 
	 	•	 	Validate that Pricing for each of the bill components requested by the
customer is accurate.
	 
	 	•	 	Contact the AT&T’s billing representative (billing architect) and/or customer
for clarification of bill components as necessary.
	 
	 	•	 	Notify the Mobility Agent and/or AT&T’s designated client service
group of bill preview result.
	 
	 	•	 	Review the wireless bill with the customer and ensure their
satisfaction with the billing.




Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party
representatives, except under written agreement by the contracting Parties



 


 









 





Order No. 20070105.006.S.004

Attachment A

AT&T Mobile SolutionsSM Order Processing & Customer Care Services

Page 5 of 22





	 	•	 	Note bill preview/review as complete for the Wireless portion in project
management system.





AT&T Mobile
SolutionsSM Customer Care Services




Supplier shall provide services to AT&T for AT&T Mobile SolutionsSM Customer Care.



Supplier shall perform Customer Care services associated with wireless services for new and
existing AT&T business customers, using AT&T processes and systems as defined by AT&T. Supplier
shall perform the wireless Customer Care, which is defined as Supplier accepting and resolving
customer inquiries regarding Tier I Maintenance, Tier I Billing, and Basic Wireless Usage as
outlined and defined below:



Supplier shall perform the following Customer Care functions:




	 	•	 	Provide high-quality service to customers by meeting and/or exceeding
DMOQ’s;






	 	•	 	Document process requirements and log in appropriate data bases and systems;






	 	•	 	Refer ordering activity to Mobility Agent and monitor them through on-line
and manual systems;






	 	•	 	Review all methods and procedures provided by AT&T, etc. on a daily basis
for updates;






	 	•	 	Handle each customer inquiry by greeting customer properly, establishing
rapport, conducting appropriate fact finding, providing accurate and complete
information, displaying professionalism, resolving inquiries and meeting all
commitments, following established call flows deemed appropriate and defined by
AT&T;






	 	•	 	Tracking and reporting activities, errors and progress on a regular basis;






	 	•	 	Take action by transferring proper escalations when necessary in accordance
with Section H, Escalation Process






	 	•	 	Supplier’s Mobility Agents shall possess the following competencies:






	 	•	 	Professionalism
	 
	 	•	 	Courteousness
	 
	 	•	 	Excellent customer service skills
	 
	 	•	 	Accuracy and completeness
	 
	 	•	 	Administrative
	 
	 	•	 	Internet/browser/email knowledge
	 
	 	•	 	PC/application experience
	 
	 	•	 	Customer facing skills
	 
	 	•	 	Help desk
	 
	 	•	 	Intermediate database use
	 
	 	•	 	Technical skills for data connectivity






	 	•	 	Provide outbound correspondence, if necessary, to properly fulfill certain
customer requests;






	 	•	 	Attempt to complete customer requests and inquiries with the customer on
line.






	 	•	 	Complete all callbacks in accordance with the following:




Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party
representatives, except under written agreement by the contracting Parties



 


 









 





Order No. 20070105.006.S.004

Attachment A

AT&T Mobile SolutionsSM Order Processing & Customer Care Services

Page 6 of 22





	 	a.	 	Any customer request or inquiry must be
completed as defined by AT&T






	 	b.	 	Outbound calling may result as part of
resolving a billing inquiry or customer verification of a customer’s
account.






	 	•	 	Transfer calls or redirect customer to the appropriate AT&T designated
contact(s) or third party vendor(s), should inquiries be made about services or
products outside the scope of customer care activities for which the Mobility
Agent has been trained. AT&T will provide Supplier with information necessary
for Mobility Agents to fulfill this task.






	1.	 	Customer Account Maintenance (Tier I)






Supplier shall perform and manage the following maintenance activities for AT&T’s business
wireless customers:




	 	•	 	Customer call receipt, triage as directed by AT&T desk level procedures






	 	•	 	Create trouble tickets in AT&T’s system and provide relevant status; update
trouble ticket log






	 	•	 	Disposition call as directed by AT&T






	 	•	 	Troubleshooting which may include:






	 	•	 	Verify service order status / line features
provisioned in all applicable systems
	 
	 	•	 	Verify equipment is activated / programmed
	 
	 	•	 	Check for recent activation activity
	 
	 	•	 	Power cycle checklist
	 
	 	•	 	Verify coverage area
	 
	 	•	 	Basic test call / trouble validation
	 
	 	•	 	Error message screening
	 
	 	•	 	Service activation when necessary
	 
	 	•	 	Referral to AT&T Tier II maintenance per AT&T’s guidelines






	 	•	 	Transfer misdirected calls to appropriate party, which includes but is not
limited to other AT&T contacts.






	 	•	 	Apply outage adjustments






	 	•	 	If necessary, referral to Mobility Agent for necessary order activity, if
ordering activity is being performed by a different Mobility Agent






	2.	 	Billing






Supplier shall perform and manage the following billing activities for AT&T’s business
wireless customers:




	 	•	 	Customer call receipt






	 	•	 	Access Wireless billing and inventory systems to research and answer basic
billing inquiries including, but not limited to, inquiries regarding charges and
balance.






	 	•	 	Research and resolve disputes and issue corrective action/credits per AT&T
guidelines.






	 	•	 	If necessary, referral to Mobility Agent for necessary order activity to correct
billing errors, if ordering activity is being performed by a different Mobility
Agent




Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party
representatives, except under written agreement by the contracting Parties



 


 









 





Order No. 20070105.006.S.004

Attachment A

AT&T Mobile SolutionsSM Order Processing & Customer Care Services

Page 7 of 22





	3.	 	Basic Wireless Usage






Supplier shall accept calls regarding basic inquiries regarding, but not limited to,
customer education on AT&T Wireless services and processes, wireless handset/hardware usage
and features, wireless services features and functionality, and data functionality.



Supplier Roles and Responsibilities — applies to both Order Processing and Customer Care 




Supplier’s Mobility Agents shall provide customer satisfaction for their handling of customers from
start to resolution, which includes the following:




	 	•	 	Supplier shall perform all necessary after call support (e.g. an offline customer
commitment generated when a customer calls and makes a request for an order (e.g. a change
in services), adjustment, re-rate, an error correction, or any other activity that cannot
be completed during the immediate customer contact), which shall include performing all
follow-up work, needed to update accounts.
	 
	 	•	 	Adhere to AT&T’s documented call quality guidelines as provided by AT&T.
	 
	 	•	 	Review, implement and comply with AT&T advisories and process changes as provided by
AT&T.
	 
	 	•	 	Adhere to documented processes provided by AT&T to track and report work activities and
progress.





Supplier shall provide Area Manager/Supervisor(s) who shall be responsible for Mobility Agent
performance, which includes the following:




	 	•	 	Provide leadership and supervision to Mobility Agents.






	 	•	 	Conduct monthly development sessions with each Mobility Agent to discuss performance.
	 
	 	•	 	Manage adherence to AT&T’s documented call quality guidelines set forth in this Order
and in Section G, DMOQs.
	 
	 	•	 	Review, implement and comply with AT&T’s documented processes to track and report work
activities and progress as described in Section S, Reports / Status Requirements.
	 
	 	•	 	Provide on-going quality improvement, which includes, but is not limited to, Mobility
Agent performance, reporting, Supplier’s work processes, customer care functions, and
escalation management. Supplier shall communicate to AT&T on a quarterly basis, all
quality initiatives that Supplier implemented.





Supplier shall provide a dedicated Program Manager position, which is responsible for, but not
limited to, the following:




	 	•	 	Act as primary interface between AT&T and Supplier’s personnel assigned to the Program.
	 
	 	•	 	Oversee personnel assigned to the Program, including performance, process adherence,
communication, and reporting functions.
	 
	 	•	 	Review, implement and/or comply with AT&T’s documented processes.
	 
	 	•	 	Adhere to AT&T’s call quality guidelines and provide team coaching as appropriate




Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party
representatives, except under written agreement by the contracting Parties



 


 









 





Order No. 20070105.006.S.004

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	 	•	 	Provide on-going quality improvement, and communicate all quality initiatives
implemented on a quarterly basis to AT&T.






	 	•	 	Ensure each employee receives training as defined in Section D, Training.






	 	•	 	Escalation Resolution as defined in Section H, Escalation Process





Supplier shall provide a Mobility Gatekeeping function for monitoring the Ordering Resource Mailbox
or other AT&T worklist for new orders, assign the orders to a Mobility Agent, and maintain a
database of such assignments.




	B.	 	Hours/Days of Operation





Supplier shall provide Mobility Ordering, and Mobility Service Delivery services:



Monday through Friday, from 8:00 AM Eastern Time until 8:00 PM Eastern Time




Supplier shall provide Mobility Customer Care services (Tier I) on a 7 x 24 x 365 basis




In addition, services authorized by AT&T in writing shall be provided, as determined by AT&T,
outside normal business hours to complete special projects where appropriate. Supplier shall
provide, at no additional charge to AT&T, pagers to all Suppliers supervisory positions for
after-hours contact.




	C.	 	Volume and Forecasting Process





Supplier will provide the necessary staffing to process Mobility Ordering and Customer Care support
as defined by AT&T. AT&T will regularly prepare, with assistance from the Supplier, a ninety (90)
day Full Time Equivalent (“FTE”) forward looking volume forecast, which will include the projected
volumes of Wireless orders and Customer Care calls (“Volume Forecast”). The FTE Volume Forecast
will be provided thirty (30) days in advance of the start of the applicable months. Supplier shall
use this forecast to prepare staffing requirements for the upcoming month and shall provide
sufficient staff to meet such volume forecasts.



AT&T estimate Volume Forecast, based on an expected average of 90 new business accounts per month
is as follows:




	 	•	 	Order Processing Estimated Monthly Volume — An average of [*] orders per
month (As defined in Section 4. PRICING SCHEDULE)






	 	•	 	Customer Care Estimated Monthly Volume - An average of [*] customer care
calls per month





AT&T may need to adjust (i.e. lower or raise) the 30 day FTE Volume Forecast after it has been
issued (“Revised FTE Volume Forecast”). In such case, Supplier agrees to work with AT&T in making
reasonable adjustments, and any compensation will be calculated against the adjusted Revised FTE
Volume Forecast. Supplier shall adhere to any Revised FTE Volume Forecasts that are mutually
agreed upon by AT&T and Supplier prior to the beginning of the applicable month. If AT&T fails to
submit to Supplier a Volume FTE Forecast as required herein, Supplier will use the most recent
Volume Forecast.


Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party
representatives, except under written agreement by the contracting Parties



 


 









 





Order No. 20070105.006.S.004

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SUPPLIER AGREES THAT ANY FORECASTS FURNISHED BY AT&T SHALL NOT CONSTITUTE COMMITMENTS





	D.	 	Training





AT&T will provide various training programs for the Program. If AT&T has an existing training
program relating to particular work at the time of execution of this Agreement, AT&T may provide
such training program to Supplier, at AT&T’s sole discretion, to allow Supplier to train its
employees. If additional training programs are necessary to train individuals to provide the
Program, Supplier and AT&T will jointly develop such training programs; such training programs
shall become the sole property of AT&T.



Supplier shall provide, at Supplier’s facilities, a training and education staff for all new hire
and supplemental training for all Mobility Agents, as part of the Program requirements. Supplier
warrants that this training and education staff will have extensive knowledge of wireless
communication and skill requirements mentioned herein. Supplier shall provide a quality training
program that ensures proficiency in both basic wireless communications and customer care soft
skills. Supplier agrees that Agents shall receive, at a minimum, the following training:




	 	•	 	Basic wireless communications: Minimum curriculum requirements necessary to provide
new associates with a basic knowledge of wireless communications.






	 	•	 	Computer literacy (including email, Excel, Word, PowerPoint, Access Database)






	 	•	 	Customer care skills (e.g., handling difficult customers, customer dissatisfactions,
objections, etc.)






	 	•	 	Ordering functions (data gathering, order management, order validation, escalation /
expedite activity, etc.)






	 	•	 	Product / services knowledge (The applications, components, etc. of wireless
services and understanding of how the services work and the various components.)






	 	•	 	AT&T Systems (functionality and compliance) including, but not limited to the
systems listed in Section E, Systems and Telephony





Training class size shall be no greater than 20 Agents without AT&T’s written approval.



As new AT&T processes are developed, which may require additional training approved by AT&T, such
training and shall be reimbursed pursuant to the Training rate shown in the PRICING SCHEDULE.



Supplier agrees to create and maintain an Agent Support Process to manage all Supplier processes
and ongoing training issues. Agent Support Process is defined as follows: Such Agent Support
shall be staffed with Supplier personnel trained and qualified as the Supplier’s Subject Matter
Expert (“SME”) and manage all Supplier process and training matters. AT&T and Supplier shall
mutually agree to Supplier SME’s training and qualification. Such Agent Support process developed
by Supplier shall be the first choice of information and escalations. As a last resort, AT&T may
provide, if deemed necessary by AT&T, advice and guidance to Supplier SME for knowledge of products
and services, processes, and general information. AT&T personnel should be enlisted for assistance
only after Supplier has exhausted all internal resources.


Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party
representatives, except under written agreement by the contracting Parties



 


 









 





Order No. 20070105.006.S.004

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Supplier shall staff Training Manager(s) responsible for:




	 	•	 	Developing with AT&T and communicating to Supplier Agents any new processes and/or
changes to existing processes






	 	•	 	Training






	 	•	 	Documentation assistance






	 	•	 	Tier I Support





Training Managers must continue to manage active orders and/or call volume to ensure sustainable
knowledge levels. Additional Training Managers can be provided based on mutual agreement between
AT&T and Supplier.




	E.	 	Systems and Telephony





Supplier shall provide, at its sole cost and expense, all systems and telephony equipment necessary
to support the work performed. This should include, but is not limited to:




	 	•	 	PBX equipment






	 	•	 	Data connectivity






	 	•	 	Work stations for remote access to AT&T systems.






	 	•	 	Sufficient equipment to handle the volumes of calls as anticipated in this Order.
	 
	 	•	 	Sufficient support and management administration to assure the continued operation of,
and maintenance of all equipment and telecommunications facilities.





Supplier shall provide all facilities necessary to access AT&T’s systems and manage the volume of
calls as AT&T deems appropriate. AT&T may provide to Supplier secure access procedures for
accessing the appropriate ordering and tracking systems along with the required operating system
requirements, which Supplier agrees to follow. Additionally, AT&T will at its sole discretion
attempt to provide sufficient access (modem pools, etc.) to support remote access to systems via
Supplier provided workstations. System access shall be determined by AT&T at its sole discretion
and may include, but not be limited to, the following:



	 	 	 
	System	 	System Name
	AOTS

	 	AT&T One Ticketing System
	ASOC

	 	Automated Service Order Configurator
	Care Billing System
	 	 
	CARD

	 	Cingular Administration of Remote Devices
	Catalyst
	 	 
	Clarify Contact Manager
	 	 
	Compass
	 	 
	Cosmo
	 	 
	CSP/MyCSP

	 	Customer Service Portal
	DCP

	 	Data Configuration Portal
	DDTS

	 	Dispute Desk Tracking System
	DocViewer
	 	 
	DTS

	 	Dispute Tracking System
	ECPV

	 	Enterprise Contract and Profile Management
	EFMS PM

	 	End to End Flowthrough Management System -Project Manager
	EM Lite

	 	Electronic Maintenance





Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party
representatives, except under written agreement by the contracting Parties



 


 









 





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	System	 	System Name
	END

	 	Event Notification Dashboard
	MMA.com

	 	Manage My Account.com
	MTI

	 	Map Tool Network Integration
	NBI

	 	National Billing Instance
	NPAC Database

	 	Number Portability Administrative Center Database
	Order Manager
	 	 
	OLAM

	 	Online Account Maintenance
	OTIVA
	 	 
	Reporting Tool
	 	 
	Phoenix
	 	 
	PLS

	 	Private Label Service
	Premier
	 	 
	RDS Ordering Tool

	 	Required Data Set
	Script Manager
	 	 
	Snooper / Websnooper
	 	 
	Storefront Ordering Tool
	 	 
	Telegence
	 	 
	WIMO.com

	 	Where Is My Order.com






In addition to the above AT&T provided systems, Supplier shall equip each workstation with
Microsoft Office.



AT&T’s failure to provide system access will not constitute a breach of contract by AT&T nor shall
such failure relieve Supplier of its obligations to timely perform Work, unless performance is
rendered impossible because of such failure.



Unless otherwise required by law, Supplier Agents, when interfacing electronically with AT&T
customers, shall use a AT&T email address provided by AT&T for the purpose of identifying that the
Agent is providing services on behalf of AT&T.




	F.	 	Change Management





In addition to and not as a replacement to the CHANGES clause of the Agreement, AT&T may, on a
timely basis, provide Supplier with periodic information that Supplier agrees to distribute to all
its Representatives. Supplier shall have a resource in place to support the level of change
required within this environment. Supplier shall be responsible for distributing this information
via appropriate methods to its Representatives, trainers and lead Representatives so that change
can be supported in a timely manner, at no cost to AT&T.




	 	•	 	Supplier will not make any changes to AT&T policies and procedures without prior
written approval of AT&T’s Technical Representative.






	 	•	 	An AT&T Technical Representative will be assigned and will act as liaison between
Supplier and AT&T.






	 	•	 	Supplier shall work with AT&T’s designated Program Manager.






	 	•	 	Change requests for systems, processes and other program requirements will be
submitted in writing by the party requesting such change to the other party pursuant to
the CHANGES clauses herein.






	 	•	 	Supplier will provide dedicated contract management and project interface at no
additional cost to AT&T.




Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party
representatives, except under written agreement by the contracting Parties



 


 









 





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	G.	 	Direct Measures of Quality (DMOQ)





Supplier shall comply with the DMOQs set forth by AT&T, which shall be measured monthly, based on
current months performance. Performance categories are as follows:




	 	•	 	High-level end-to-end voice ordering and provisioning process






	 	•	 	Task specific ordering work required — system order tracking






	 	•	 	Basic jeopardy troubleshooting/resolution and escalation procedures






	 	•	 	System access and navigation procedures





Supplier shall comply with the established DMOQs, unless otherwise approved in writing by AT&T.
AT&T reserves the right to modify stated categories and/or DMOQs due to needs of the business and
will do so in writing with sufficient notification and Contactor agrees to comply with such
modifications.



Required DMOQs include, but are not limited to, the following:



General Call Center DMOQs. These DMOQs are tracked daily and will be measured monthly for
all activity performed.



	 	 	 	 	 	 	 
	DMOQ	 	Definition	 	Objective	 	Weight
	1. Average Handle
Time (AHT)


	 	Average talk time

plus average hold

time after reaching

Agent plus after

call work time
	 	£ [*] minutes
	 	[*]%
	2. % Calls
Abandoned


	 	A call is
considered
abandoned if it
disconnects from
the Automatic Call
Distributor (ACD)
system prior to
being answered
	 	£5% or less if required by law
of all incoming calls per month	 	 
	3. Average Speed of
Answer (ASA)


	 	The amount of time
a caller waits in a
queue before
connecting to an
Agent, measured
against all
incoming calls
associated with
Program.
	 	£ [*] seconds per month
	 	[*]%
	4. Customer
Satisfaction


	 	% of highly
satisfied customer
experiences as
measured by
customer surveys
	 	> [*]%
	 	[*]%
	5. Quality Analysis
Average


	 	Average score of
all calls reviewed
by Peak QA Process
3 3.
	 	[*]% of Peak Review
Scores Average 3 3
	 	[*]%
	6. Quality Analysis
Scoring


	 	% of calls reviewed
achieving a Peak QA
Process Score 3 4
	 	• Peak Review Scores of
[*]% 3 4 for months 1 — 2

• Peak Review Scores of
[*]% 3 4 for months 3 — 4

• Peak Review Scores of
[*]% 3 4 for months 5 — 6

• Peak Review Scores of
[*]% 3 4 for months 6+

	 	[*]%





Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party
representatives, except under written agreement by the contracting Parties



 


 









 





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Wireless Ordering. These DMOQs are tracked daily and will be measured monthly for all
activity performed in that month.



	 	 	 	 	 	 	 
	DMOQ	 	Definition	 	Objective	 	Weight
	1. Cycle Time


	 	Average number of
days from Agent
order receipt to
order completion;
cycle time is
defined as: from
receipt of initial
order to when
product is shipped
	 	3 [*]% at
£ [*] business days
(monthly average)
	 	[*]%
	2. Order Quality

(Phase II)


	 	Number of orders
that do not
successfully
complete the
ordering process
due to Agent error
divided by the
total number of
orders issued per
month (reference —
Lost Luggage
report)
	 	£ [*]%
	 	[*]%
	3. Order Backlog

	 	Number of orders
received by the
Gatekeeper not
issued within 1
business day
divided by number
of orders received
per month.
	 	£ [*]%
	 	[*]%
	4. Disconnect in
Error


	 	Occurrences per
month. Any
occurrence where a
customer is out of
service (access
related) where
customer believes
it should not be
out of service and
Agent activity is
the apparent root
cause
	 	£ [*] MDN per month
	 	[*]%
	5. Cancellation
Rate


	 	Number of cancelled
orders attributed
to agent error in a
month divided by
total number of
orders
	 	£ [*]%
	 	[*]%






Wireless Customer Care These DMOQs are tracked daily and will be measured monthly for all
activity performed in that month.



Tier I Service Assurance




	 	 	 	 	 	 	 
	DMOQ	 	Definition	 	Objective	 	Weight
	1. Time to Repair

	 	The average of each
measured ticket
interval duration
from initial ticket
create to the clear
time
	 	3 [*]% within 4 hours

3 [*]% within 24 hours
	 	[*]%
	2. Mean Time to
Repair

	 	The mean of each
measured ticket
interval duration
from initial ticket
create to the clear
time
	 	£ [*] hours
	 	[*]%
	3. Ticket Closure

	 	The number of hours
between ticket
cleared in AOTS and
ticket closed in
AOTS (excludes
mini-tickets)
	 	3 [*]% within 24 hours
	 	[*]%





Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party
representatives, except under written agreement by the contracting Parties



 


 









 





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MSDM. These DMOQs are tracked daily and will be measured monthly for all activity performed in
that month.



	 	 	 	 	 	 	 	 	 
	DMOQ	 	Definition	 	Objective	 	Weight
	1. Account Profile
Cycle Time (Phase
II)


	 	The average number
of days between
Sales Order Receipt
(SOR) accept and
Account Profile
Complete
	 	3[*]%
complete within 20
business days for
custom accounts
/or/ 15 business
days for standard
accounts
	 	 	40	%
	2. Lifecycle
Profile Cycle Time

(Phase II)


	 	The average number
of days between
Sales Order Receipt
(SOR) accept and
Project Complete
	 	3[*]%
complete within 5
business days
	 	 	40	%
	3. First Bill
Preview / Review
Completion (Phase
II)


	 	First Bill Preview
complete within 5
days from first
complete invoice
rendered. A
Complete Invoice is
defined as one
where equipment and
usage are present.
	 	3[*]%
	 	 	10	%
	4. First Bill
Preview / Review
Accuracy Rate
(Phase II)


	 	Percent of 100%
accurate bills
divided by total
number of First
Bill Previews
completed
	 	380%
	 	 	10	%






SLA credits shall not apply to the following two (2) DMOQs, however this shall not relieve Supplier
of any of its performance obligations (e.g. meeting the DMOQs etc.).



	 	 	 	 	 	 	 
	DMOQ	 	Definition	 	Objective	 	Weight
	1. Ordering
Productivity ATT
calculates today


	 	Total number of
orders completed
per Mobility
Ordering Agent per
week—tally against
all agents.
	 	3[*] orders per agent per week
	 	N/A
	2. EFMS
Compliance


	 	Total number of
EFMS events
completed on time
divided by the
total number of
available EFMS
events.
	 	3[*]% of all available EFMS
events
	 	N/A






Call handling guidelines will be provided and covered in initial training. Supplier agrees to
provide to AT&T, access to Supplier’s call monitoring system(s) so that Agents may be monitored by
the AT&T quality analysis group on a random basis.



Based on reports provided by AT&T at its sole discretion, which may include available raw data,
Supplier shall use such reports and/or data in combination with its own tracking resources to
compute the calculations of AT&T designated metrics.



Supplier shall actively participate, at no cost to AT&T, in any DMOQ improvement initiatives as set
forth by AT&T and agrees to furnish supplemental documentation upon request.


Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party
representatives, except under written agreement by the contracting Parties



 


 









 





Order No. 20070105.006.S.004

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Supplier shall maintain Individual Performance records for each Agent, based on the measured DMOQs.
These records shall be compiled on a monthly basis and maintained for the life of the Agreement.
Supplier shall promptly provide this detail to AT&T upon request.



Supplier shall staff one (1) designated Reports Analyst responsible for communicating, analyzing,
and reporting on aforementioned metrics. Additional designated Reports Analysts can be provided
based on mutual agreement between AT&T and Supplier.



In the event that one or more DMOQs listed herein are not met for the calendar month, Supplier
shall, if requested by AT&T, develop an action plan to correct the deficient area(s), and shall
submit in writing for AT&T’s approval, such action plan within five (5) business days after the
deficiency is identified. If such action plan is approved in by AT&T in writing, Supplier shall
implement such action plan within ten (10) business days after approval.



In the event that the first action plan is not approved by AT&T, AT&T may request Supplier to
revise such action plan and submit to AT&T in writing that action plan within ten (10) business
days after the deficiency is identified. If such action plan is approved by AT&T in writing,
Supplier shall implement the revised action plan within ten (10) business days after approval.



In the event that the revised action plan is not approved by AT&T, AT&T may request Supplier again
to revise such action plan and submit to AT&T in writing that action plan within ten (10) business
days after the deficiency is identified. If such revised action plan is approved by AT&T in
writing, Supplier shall implement such revised action plan within ten (10) business days after
approval. If the revised action plan still does not meet AT&T’s satisfaction, this failure by
Supplier shall be considered a material breach. In addition, if Supplier fails to correct the
deficiencies in any approved action plan it shall be deemed a material breach of this statement of
work.



Nothing herein shall limit AT&T’s right to terminate this agreement pursuant to the General
Agreement.



Service Level Credits

Should Supplier fail to meet the above DMOQs, identified herein, AT&T may be entitled to receive
Service Level Credits.



AT&T shall not provide any bonus for exceeding DMOQs associated with this Order. Supplier shall
improve DMOQ attainment over time, and the DMOQ’s may be modified upon mutual agreement between
AT&T and Supplier.



If any DMOQ is non-compliant for a period of one (1) calendar month as defined by detailed reports
or other reasonable means, Supplier shall provide AT&T with a written explanation within five (5)
business days of receipt of AT&T notification regarding the missed DMOQ. If such explanation is
acceptable to AT&T, AT&T in its sole discretion may decide that discounts detailed below shall not
be applied.



Service Level Credit Percentages

Except in the circumstance that AT&T has agreed to waive the Service Level Credits or that the
total volumes for the month in question exceed 120% of the agreed forecast, the following Service
Level Credits shall apply:


Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party
representatives, except under written agreement by the contracting Parties



 


 









 





Order No. 20070105.006.S.004

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Initial Failure to Attain DMOQs:

In the event a DMOQ is missed for the first time, discounts shall be assessed against the invoice
at the rate of [*] ([*]%) per DMOQ missed calculated against the Weight % of
the missed metric.




Example: In the month of May, Supplier failed to meet the DMOQ for Customer Care “Average
Speed of Answer”; therefore, AT&T shall be entitled to the following credit.



	 	 	 	 	 	 	 	 	 	 	 
	DMOQ	 	Metric Achieved	 	Weight	 	Monthly Invoice	 	Discount
	Average Speed of Answer

	 	[*] seconds/month
	 	[*]%
	 	$	[*]	 	 	$[*] x [*] x 1.0% = $[*]
	
	 	 	 	 	 	 	 	 	 	 






Subsequent DMOQ failure

If the same DMOQ is missed in a second or more or subsequent time during consecutive any months,
discounts shall be assessed to the invoice at the rate of [*] ( [*] %) of the
weight for that missed DMOQ for the impacted month.



Payment of Service Level Credits




Unless AT&T has expressly agreed in writing to waive the Service Level Credits, the discounts
detailed above shall be calculated based on the applicable month in which Supplier failed to meet
DMOQ’s. Discounts shall be issued by Supplier as an invoice credit memo the following month in
which the discount applies. If no further payment invoice is applicable, Supplier shall issue a
refund to AT&T via a check within thirty (30) days.




	H.	 	Escalation Process





Ordering:

Supplier is wholly responsible for all escalations (defined as any provisioning activity requested
in an accelerated timeframe or orders at risk of not being shipped in tolerance and/or requiring
the intervention of Executive Management) resulting from orders submitted by Supplier Mobility
Order Agents and must follow AT&T’s Escalation and Exception Process as provided by AT&T.



AT&T Mobility management and/or escalation management personnel may be enlisted for assistance only
after Supplier has exhausted all internal resources. Any changes by AT&T to the process will be
communicated to Supplier via email notification and/or alerts posted on the AT&T’s websites and
become Supplier’s responsibility to ensure communication, training, and compliance by all Program
personnel.



Supplier’s Program Manager will be responsible for ensuring compliance of the Escalation Process
and assisting Supplier’s Agents in this effort.


Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party
representatives, except under written agreement by the contracting Parties



 


 









 





Order No. 20070105.006.S.004

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Service Assurance:

Supplier is wholly responsible for all escalations on trouble tickets where Mean Time to Repair
(“MTTR”) exceeds DMOQ objectives, or when customer impact is deemed critical. AT&T shall provide
Escalation Process to Supplier.



AT&T Mobility management and/or escalation management personnel may be enlisted for assistance only
after Supplier has exhausted all internal resources. Any changes by AT&T to the process will be
communicated to Supplier via email notification and/or an alert posted on the AT&T’s website(s) and
becomes Supplier’s responsibility to ensure communication, training, and compliance by all Program
personnel.



Supplier shall provide [*] Dedicated Escalation Manager responsible for ensuring compliance of
the Process and assisting Agents in this effort. Supplier agrees to add additional Dedicated
Escalation Managers upon AT&T’s written request.



Escalation Manager must be experienced in escalation management and/or possess demonstrated
knowledge of Mobility Solutions product. AT&T Operations Leadership has the option of final
approval of candidates for Escalation Manager position.



Escalation Manager (or empowered back-up) shall be on call 7x24x365 with cell phone coverage.
Such empowered backup shall be identified in writing to AT&T Operations Leadership.




	I.	 	Holidays





Supplier shall not perform nor invoice for Ordering work on the following US holidays unless
requested by AT&T in advance, in writing:




New Year’s Day

Memorial Day

Independence Day

Labor Day

Thanksgiving Day

Christmas Day



Section I, Holidays, does not apply to Customer Care Services, per Section B, Hours of Operation,
Care functions operate on a 7 x 24 x 365 basis.




	J.	 	Staffing





Supplier shall provide sufficient dedicated resources equivalent in knowledge and skill sets as
they pertain to Mobility Agent positions based on the forecasting requirements shown in Section C
“Volume and Forecasting”.



In addition, Supplier shall provide supervisory support and project management expertise, which
shall be at Supplier’s sole cost and expense. Supplier’s personnel shall not work on any other
AT&T programs without prior notification and AT&T’s consent. In no event, shall such personnel
work on any non-AT&T program.


Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party
representatives, except under written agreement by the contracting Parties



 


 









 





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Dedicated Universal Agent Area Manager/Supervisor will be staffed at a ratio of [*] per [*] agents.
There will be a minimum of [*] Area Managers/Supervisor staffed during the 8am EST to 8pm EST
hours. Dedicated MSDM Area Managers/Supervisors will be staffed at a ratio of [*] per [*] MSDMs,
provided such Area Managers are performing to AT&T satisfaction.



If for any reason whatsoever Supplier’s staffing falls below the resources required to support the
forecasted volumes provided by AT&T, Supplier shall not be excused from meeting or exceeding the
DMOQs in this Order. In the event of such staffing failure, Supplier shall immediately take all
steps to mitigate its failure, and shall, at its sole cost and expense: hire and train additional
staff and/or authorize overtime to meet or exceed the DMOQs until the required resource levels are
met. The provisions of this paragraph are in addition to and not in limitation of all other
rights and remedies AT&T may have as a result of Supplier’s failure to provide such resources.



Staffing Control




AT&T may request in writing immediate removal and replacement of any Agents(s) or other employee(s)
of Supplier (e.g., trainers, supervisors, managers, etc.) for performance reasons at any time.
Supplier shall, at Supplier’s sole expense, remove and replace such Agent(s) or employee(s).
Supplier shall not reassign such Agent(s) or employee(s) to any other AT&T Program(s). Likewise,
an employee who was removed from another AT&T Program for performance reasons may not be reassigned
to this Order.



AT&T may request removal of employees working under this Order based on performance issues, which
may include, but are not limited to:




	•	 	Not meeting agreed upon DMOQs including Touchpoints.
	 
	•	 	Providing the customer with information that misrepresents or
misleads the customer about features and/or benefits of the
program being marketed. This may include, but is not limited to
information about rates, reoccurring charges/plan fees, intervals
for installation, etc.
	 
	•	 	Providing other AT&T employees (e.g., Sales, Provisioning) with
information that misrepresents or misleads them about the status
of an order.
	 
	•	 	Failure to provide timely and/or accurate status of an order to a
customer or other AT&T employee.
	 
	•	 	Use of inappropriate language or acting in a discourteous manner
(including racial slurs, sexual comments, profanity, etc.)
	 
	•	 	Acting in a rude manner or using an inappropriate tone (e.g.,
yelling or repeatedly interrupting a customer or AT&T employee)





Supplier shall comply with such request and ensure timely transition of all pending work to another
representative.


Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party
representatives, except under written agreement by the contracting Parties



 


 









 





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	K.	 	Security





Supplier shall abide by and assure full compliance with the contractual requirements concerning
AT&T’s proprietary information (including but not limited to CPNI (“Customer Proprietary Network
Information”) and ensure that their employees operate with the highest standard of business ethics.
Additionally, Supplier will manage an inventory of all System IDs issued to Supplier employees,
assuring the deletion of said System IDs when Supplier employee resigns, transfers to a non-AT&T
program, or transfers to other AT&T business units other than Service Provider.




	L.	 	Orderly Transition





In the event of expiration or termination of this Order, in whole or in part, wherein all or some
portion of the Work will be either discontinued, performed by AT&T itself, or performed elsewhere
for AT&T, Supplier agrees to provide to the extent requested by AT&T in writing its full
cooperation in the orderly transition of the Work to AT&T or elsewhere, or its discontinuance.
Such orderly transition may include but not necessarily be limited to: (1) Completing any open
orders (2) packing and preparing for shipment any materials or other inventory to be transferred,
(3) provision of reports, training manuals, files, and similar media necessary for continuation of
the Work transferred, and (4) continuation of Work at reducing levels if necessary during the
transition period and at reduced levels if Work is transferred in part. AT&T will only pay
compensation for Work activities, which have been specifically authorized and directed by AT&T in
writing pursuant to this clause, and such payment, if any, will be at the rates set forth in
Section 4. PRICING SCHEDULE. In no event shall Supplier discontinue performing services or reduce,
increase or vary, the associated staffing without AT&T’s expressed written consent.




	M.	 	Workforce Management Plan





Supplier shall provide AT&T with a minimum thirty-day (30) notice of any planned changes (not
including resignations) to Area, Program, District and Division Manager position staffing.
Whenever an individual in one of these positions is replaced, Supplier shall provide AT&T with a
documented candidate selection and transition process, along with a description of the proposed
candidate’s skills and experience.




	N.	 	Post Outage Review and Root Cause Analysis





In the event any telecommunications services or processes are not operating properly, Supplier
shall take immediate and appropriate action in accordance with Supplier’s business continuity plan
to rectify the malfunction and shall immediately notify AT&T Representative within [*] hour of the
service-affecting situation and of remedial action taken.



Supplier shall provide root cause analysis and/or post outage review to AT&T within [*] hours after
an outage or by close of business Monday if the trouble occurs on Friday after an outage, including
the testing of all failed components, analysis of failures, identification of chronic and systemic
problems, implementation of fixes and monthly reporting on component failures and actions taken.
Results of the root cause analysis shall be provided to AT&T in writing in a
format mutually agreed to by the parties. The post outage review shall cover the details of the
incident and the actions taken for resolution and prevention.


Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party
representatives, except under written agreement by the contracting Parties



 


 









 





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	O.	 	Network Security Requirements





AT&T is currently reviewing its Network Security policies and procedures. The outcome of this
review may require AT&T to implement additional security requirements above and beyond the Data
Connectivity Agreement (“DCA”) associated with this Agreement. AT&T may require Supplier’s
employees to obtain security clearances in order to access and use AT&T systems. If AT&T
implements additional security requirements, both parties shall cooperate and mutually agree on
implementation of such security requirements.




	P.	 	Productivity Improvement / Cost Reduction





During the term of this Order, AT&T and Supplier shall work together to reduce total time and work
time per customer order and improve all tasks associated with this Program recognizing that quality
must not be impaired.



Supplier agrees to identify productivity improvements to drive cost reductions and headcount
reductions associated with Supplier’s billable rates. AT&T’s Program Representative has sole
discretion to review and approve any headcount reduction, productivity improvement and/or cost
reduction initiative identified by Supplier. If such headcount reduction, productivity improvement
and/or cost reduction initiative is approved by AT&T, Supplier shall implement such initiative and
once the cost savings have begun to be realized, all applicable cost reductions shall immediately
be applied to all charges by Supplier invoiced to AT&T, per the applicable rates listed in Section
4. PRICING SCHEDULE and any gain sharing initiatives that have been mutually agreed upon. If any
substantial expense or capital investment is required by Supplier to implement an approved
productivity improvement or cost reduction initiative, AT&T and Supplier will mutually agree to any
such investment arrangement.



Within forty-five (45) days of the signing of this Agreement, Supplier and AT&T will work to
identify and quantify productivity improvement opportunities for cost reductions referenced above.
AT&T and Supplier have agreed to evaluate gain sharing opportunities on a case-by-case basis. If
both parties mutually agree to a specific gain sharing initiative, the associated agreement shall
specify how the realized cost savings will be applied.




	Q.	 	General Items






	•	 	Unless otherwise required by law, Supplier Agents, when
interfacing with AT&T customers and specifically questioned
regarding their employment, Agent shall use a script provided by
AT&T for the purpose of answering that the Agent is providing
services on behalf of AT&T.
	 
	•	 	Any Supplier employee related to this ABS (AT&T Global Business
Services) project, either by function or by title, shall not enter
into business agreements, nor act as agent for, any AT&T
Competitor in a facility dedicated to this Program.




Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party
representatives, except under written agreement by the contracting Parties



 


 









 





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	R.	 	Quality Monitoring





Subject to applicable laws and Supplier’s systems availability, Supplier shall provide AT&T with a
means to remotely monitor calls handled at Supplier’s facilities for quality assurance purposes
without the intervention of Supplier’s personnel (e.g. direct trunk access to dialer or automatic
call distributor). Supplier shall monitor [*] customer contacts per Agent, and perform [*] off-line quality checks on the MSDM’s work per month for quality assurance and provide results
to AT&T in a Monthly Service Observation Report.



Supplier shall staff Quality Assurance Analyst(s) for every [*] agents responsible for
communicating, analyzing, and reporting agent Quality scoring and issues. Additional Quality
Assurance Analysts can be provided based on mutual agreement between AT&T and Supplier.




	S.	 	Reports/Status Requirements





AT&T will provide Supplier, at AT&T’s sole discretion, timely access to the data necessary to
generate the required daily, weekly, and monthly reports set forth below which shall be provided by
Supplier.



AT&T and Supplier shall agree on report formats upon prior to any potential contract award. Any
additional requested reports beyond those defined below will be assessed by Supplier on a case by
case basis to determine if any associated development costs are required. If so, Supplier will
communicate such costs to AT&T and await approval in writing prior to initiating any development
activities.



1. Supplier shall provide periodic reports as required by AT&T. Such reports shall include, but
may not be limited to:



A.) Reports Required for Order Processing — these are in addition to the reports shown in
1. C.) below:




	 	a)	 	Daily incoming ordering log including, but not limited to, the following information
on an order by order basis: date order received, customer name, date assigned and assigned
to, date entered into ordering system (s), order number, expected completion date, actual
completion date, orders held, orders rejected back to AT&T’s sales/originator, orders in
backlog, Touchpoints missed by individual Touchpoint, past due, completed past due.
	 
	 	b)	 	Daily on-time performance reports
	 
	 	c)	 	Stewardship look ahead reports including on time performance, cycle times, backlog, and
other business metrics
	 
	 	d)	 	Supplier will utilize and leverage tools on a daily basis as to minimize aging of
orders and provide AT&T a weekly aging readout as to statistics and backup order detail.
Supplier will also develop, implement and leverage other tools and stewardship and
look-ahead reports as mutually agreed upon by the parties.




Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party
representatives, except under written agreement by the contracting Parties



 


 









 





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B.) Reports required for Customer Care — these are in addition to the reports shown in 1.
C.) below:




	 	e)	 	Daily trouble ticket logs
	 
	 	f)	 	Call Comparison report: compares forecasted to actual call volume and answer
performance.





C.) Reports required for both Order Processing and Customer Care — these are in addition
to the reports shown in 1. A.) and 1. B.) above.




	 	g)	 	Deliver weekly/monthly score card results to AT&T with root cause analysis of metrics
as requested by AT&T.
	 
	 	h)	 	Headcount listing, organizational charts and escalation contact lists.
	 
	 	i)	 	Daily, weekly, and monthly Switch reports: data taken directly from Supplier’s switch
which reflects actual number of calls offered, handled, AHT, hold time, % occupancy, ASA,
etc.
	 
	 	j)	 	Call Comparison report: compares forecasted to actual call volume and answer
performance.
	 
	 	k)	 	Others as deemed necessary by AT&T.






	2.	 	Supplier shall pro-actively manage its resources down to the individual level in a format
satisfactory to AT&T. AT&T may request agent level reporting on an as-needed basis.
	 
	3.	 	Supplier’s Program Manager and Reports Analyst, as described in Section G. DMOQs, shall
attend daily, weekly and monthly status meetings as established by the AT&T. Such meetings
shall be at Supplier’s sole cost and expense.
	 
	4.	 	A quarterly review of Program content and implementation will be performed between AT&T’s
Project Manager and Supplier’s Program Manager. Weekly operational calls may also be held
between AT&T and Supplier’s Program Managers. AT&T may request daily reviews when business
results and metrics warrant. These reviews will be conducted at the convenience of both
parties.





Supplier shall, at its sole expense, implement and use appropriate call center switch reporting
tools and systems in order to effectively and efficiently manage AT&T provided order volumes and
provide timely and accurate status to AT&T and its customers.


Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party
representatives, except under written agreement by the contracting Parties