cmf6.htm



EXHIBIT 10.2


 


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




 


Change Management Form #6


to Statement of Work #3








	
Statements of Work (“SOW”):


Support.com, Inc. (“Vendor”) Xfinity Home Remote Support, SOW #3 dated March 21, 2014 (“SOW #3”), under Master Services Handling Agreement dated October 1, 2013.

	
PCR No.:


	
Originator:  Joy Park

	
Date: April 6, 2015


	
Department: NCO

	
Phone #: [***]

	
Title: Vice President


	
Locations Impacted: Work From Home Agents


	
Requested Implementation Date: April 22, 2015


	
Estimated Hours: (LOE)

	
X Billable         oNon-Billable

	
Billing Rate/Hour: See below


	
Fixed Fee Cost (if applicable) – N/A


	
Type of Change: Comcast and Vendor agree to revise SOW #3 as set forth below.  Unless specifically provided in this Change Management Form, all other terms of SOW #3 remain unchanged.


	
Scope of Change:

	
TMinor (Anything within current contract)

	
oMajor (may require contract amendment)


MUST BE REVIEWED BY Business and/or P&L Owner


	
Area(s) of Change


	
    Accounting/Payroll

	
    Network


	
    Data Processing

	
    Resource Planning


	
    General Facilities

	
    Quality Assurance


	
    Human Resources

	
    Telecom


	
    IT/BI

	
    Training


	
    Operations

	
    Recruiting


	
    Other: Scope of Services, Hours of Operations












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








	
1.  

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







 


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








	
2.  

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







 







 


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


 







 



	
3.  

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







 







 



	
Designated Facility (all WFH & CSR Type)

	
Spanish Productive Hour Rate

	
Spanish Overtime Hour Rate

	
Spanish Training Hour Rate


	
CSR Repair Agent

	
[***]

	
[***]

	
[***]






















Comcast Authorization


Comcast Representative’s Signature                                                                _/s/ Joy Park____________________________________________________________________












Print Name_Joy Park_______________________                                                                                         Date_4/6/15______________________________________________












Support.com Authorization


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












Print Name                                _Greg Wrenn_______________________                                                         Date_4/6/15_______________________________________________









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