Document:

Filed by Bowne Pure Compliance

 

EXHIBIT 10.94

 

Agreement No. 20070105.006.S.001

Between

StarTek, Inc.

And

AT&T Corp.

 

 * 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 omissions.

 

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.S.001

Local Programs

Local Statement of Work

08 January 2007

Page 1 of 6

AGREEMENT NO. 20070105.006.S.001

This Order, effective on January 1, 2007 (“Effective Date”), is by and between StarTek, Inc., a
Delaware corporation (“Supplier”) and AT&T Corp., a New York corporation (“AT&T”), each of which
may be referred to in the singular as “Party” or in the plural as “Parties.”

WITNESSETH

WHEREAS, Supplier and AT&T entered into Agreement No. 20070105.006.C, on January 27, 2007 (the
“Agreement”); and

WHEREAS, Supplier and AT&T desire to issue a Order to the Agreement as hereinafter set forth.

Now, THEREFORE, in consideration of the premises and the covenants hereinafter contained, the
Parties hereto agree as follows:

	I.	 	Supplier agrees that the terms and conditions of Agreement 20070105.006.C between Supplier
and AT&T shall be applicable to the Work authorized by this Order.

	II.	 	STATEMENT OF WORK — This Order authorizes Supplier and Supplier agrees to provide the Work
described below and in Attachment A entitled “STATEMENT OF WORK”, dated January 1, 2007,
attached hereto and made a part hereof. In so doing, Supplier shall provide customer care in
support of AT&T’s Local Order Processing Services on behalf of AT&T (hereinafter,
“Program(s)”).

	III.	 	TERM — This Order applies to all Work as described in the STATEMENT OF WORK, effective as of
January 1, 2007 and terminating March 31, 2008. The parties agree that Order
20020124.5.S.8 was terminated as of December 31, 2006.

	IV.	 	Invoices against this Order shall include Agreement and Work Order Number
20070105.006.S.001 and reflect purchase number PO(TBD) exactly as shown, and shall be
submitted electronically to the following:

AT&T Accounts Payable

P.O. Box 590407

Orlando, FL 32859

	 	 	Copy with all supporting documentation to:

[*]

AT&T Corp.

2535 E 40th Ave. / Suite E0233

Denver, CO 80205

[*]

Email: [*]

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.S.001

Local Programs

Local Statement of Work

08 January 2007

Page 2 of 6

Invoice charges (including any training expenses) shall be in accordance with the rates
shown in Section VIII PRICING of this Order.

Billable Hours — Supplier shall provide a document with each invoice which details
the following:

	 	•	 	Headcount billable hours by name, hire date, and months on Program as defined in
the Statement of Work.
	 
	 	•	 	Report Analyst billable hours by name
	 
	 	•	 	Escalation Manager hours billable by name

	V.	 	AT&T’s Program Representative is as follows:

[*]

AT&T Corp.

2535 E 40th Ave. / Suite E0233

Denver, CO 80205

[*]

[*]

	VI.	 	AT&T’s Contract Representative is as follows:

[*]

AT&T Enterprise Services, Inc.

1C146A

One AT&T Way

Bedminster, NJ 07921

Phone: [*]

Email: [*]

	VII.	 	Supplier’s Representative is as follows:

[*]

StarTek, Inc.

100 Garfield St

Denver, CO 80206

Email: [*]

Phone: [*]

	VIII.	 	PRICING
	 
	 	 	The following Pricing schedule shows the amounts to be paid to Supplier for the various Work
to be performed under this Order. The following rates are based on the number of billable
hours worked based on time in title per month.

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.S.001

Local Programs

Local Statement of Work

08 January 2007

Page 3 of 6

Full Time Equivalent (“FTE”) Order Specialists (“OS”) — Monthly, the AT&T and Supplier will
mutually determine and agree in writing to the headcount quantity of FTE Order Specialists,
pursuant to Sections C — Volume and Forecasting Process of Attachment A, to be invoiced
according to the rates below. 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.

	 	 	 
	DESCRIPTION	 	PRICE
	FTE Order Specialist Rate

	 	See Schedule Below
	Report Analyst

	 	$[*]
	Escalation Manager

	 	$[*]
	* New Hire Training for each Order Specialist at
Supplier’s Facilities

	 	$[*]

*Does not include refresher, continuation or attrition training, which shall be at
Supplier’s sole cost and expense.

Order Specialist Rate: The following rates are based on the number of billable
Order Specialists, and time in title per month.

	 	 	 	 	 	 	 
	Time in Title	 	OS of 200 or less	 	OS of 201 - 350	 	OS of 351 +
	0 — 12 months

	 	$[*]
	 	$[*]
	 	$[*]
	13 — 24 months

	 	$[*]
	 	$[*]
	 	$[*]
	25 — 36 months

	 	$[*]
	 	$[*]
	 	$[*]
	37 — 48 months

	 	$[*]
	 	$[*]
	 	$[*]

Note: The applicable volume tier is based on the number of authorized headcount for that
month.

Supplier agrees that the rates provided above are all inclusive of the costs for the
Program, which includes, but is not limited to the following items, and no other charges
shall be billed to AT&T.

	 	1.	 	Training (refresher, continuation and attrition training)
	 
	 	2.	 	Area Managers
	 
	 	3.	 	Process Managers
	 
	 	4.	 	Supervisors
	 
	 	5.	 	Travel and Living
	 
	 	6.	 	Pagers

7. Programming (e.g., scripting, legacy programming) and all programming
production support and maintenance functions.
	 
	 	8.	 	Program/Account management functions and personnel
	 
	 	9.	 	Development and issuance of reports
	 
	 	10.	 	Recruiting of Order Specialist
	 
	 	11.	 	Processing Downtime Forms
	 
	 	12.	 	Systems Access and Requirements

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.S.001

Local Programs

Local Statement of Work

08 January 2007

Page 4 of 6

	 	13.	 	Systems — Managing and Maintaining equipment and access
	 
	 	14.	 	Postage
	 
	 	15.	 	Telecommunication Costs
	 
	 	16.	 	Copies

The aforementioned information shall be presented in a consistent format satisfactory to
AT&T for each invoice on which travel is billed. Supplier will attach this information,
along with other required back-up data, to the back of a copy of the corresponding invoice

Holiday Hourly Rate:

AT&T agrees to compensate Supplier [*] the applicable hourly rate shown above for work
performed by Order Specialist headcount during the Holidays shown in Section I. that were
previously approved by AT&T in writing.

Where the parties are to mutually agree on the headcount quantity, amount of hours to be
performed or the course of conduct or activity under this Order, or any other provisions of
this Order where the parties may need to mutually agree, in the event the parties cannot
mutually agree within ten (10) business days, Supplier agrees to carry out the expressed
requests of AT&T provided such requests are not unreasonable. In addition, the parties
agree to also promptly escalate to the next level of management for resolution.

	IX.	 	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.
	 
	X.	 	Cancellation and Termination
	 
	 	 	For the purpose of this Order only, paragraph b Termination shown in the Master Agreement is
hereby replaced with the following:
	 
	 	 	AT&T may at any time terminate this Order, in whole or in part, by providing thirty (30)
days written notice to Supplier. In such case, AT&T may, at its sole discretion, either:
(a) require Supplier to complete, as AT&T may instruct in writing, some or all UNE-P orders
then in process which shall be compensated by AT&T pursuant to Section VIII PRICING; or (b)
recall and/or retract in writing some or all UNE-P orders previously sent to Supplier and
not yet completed, regardless of the state or stage of such order in the order management or
service delivery lifecycle. In the event of (b) any UNE-P orders that Supplier has
performed order management and/or service delivery functions to the extent causing UNE-P
orders to have valid SWF (“Single Working Flow”) numbers
assigned, AT&T will compensate Supplier [*]% of the applicable rate shown in Section VIII
PRICING for each such order, otherwise no compensation will be paid by AT&T irrespective of
the amount of work Supplier may have performed on such order. The foregoing statement of
AT&T’s Liability states the entire Liability of AT&T and Supplier’s sole remedy for AT&T’s
Termination for convenience, or Supplier’s Cancellation for material default.

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.S.001

Local Programs

Local Statement of Work

08 January 2007

Page 5 of 6

	XI.	 	DEFAULT
	 
	 	 	In the event there is a breach or default by Supplier, then in addition to all other rights
and remedies which AT&T may have at law or equity or otherwise, AT&T shall have the right to
immediately cancel this Order by providing written notice to Supplier, without any charge to
or obligation or liability to AT&T. In such event, in addition to all other rights and
remedies it may have, AT&T shall have the right to, at its sole discretion, either: (a)
require Supplier to complete, as AT&T may instruct, some or all orders in process for which
AT&T may compensate Supplier for successful Completion pursuant to the rates shown in the
section Pricing, offset by any damages AT&T may have suffered as a result of Supplier’s
breach or default; or (b) recall and/or retract some or all orders previously sent to
Supplier and not yet Completed, regardless of the state or stage of the order and
irrespective of the amount of work Supplier has performed on such orders. In the event of
(b) AT&T will not be obligated to compensate Supplier for any non-completed orders.
Notwithstanding (a) or (b) Supplier shall remain fully obligated to AT&T for all damages
incurred by virtue of Supplier’s breach or default.
	 
	XII.	 	ORDERLY TRANSITION — For the purposes of this Order only, the Orderly Transition clause is
hereby replaced with the following:
	 
	 	 	In the event of expiration, Cancellation or Termination of this Order, in whole or in part,
wherein all or some portion of the Work will be performed by AT&T itself or elsewhere,
Supplier agrees to provide its full cooperation in the orderly transition of the Work to
AT&T or elsewhere, including, but not necessarily limited to packing and preparing for
shipment any materials or other inventory to be transferred, provision of reports, files and
similar media necessary for continuation of the Work transferred, continuation of Work at
reducing levels if necessary during a transition period and at reduced levels if Work is
transferred in part. Prices for additional Work such as packing and preparation for
shipment, and revision of prices resulting from revised volumes, if necessary, shall be
proposed by Supplier and shall be mutually agreed upon by the parties Supplier shall also,
at its sole cost and expense, cooperate with AT&T in returning any and all orders,
associated documentation and other related information and material to AT&T or elsewhere, in
an orderly fashion to minimize negative customer impacts and ensure an orderly migration and
transfer of work.

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.S.001

Local Programs

Local Statement of Work

08 January 2007

Page 6 of 6

IN WITNESS WHEREOF, the Parties have caused this Agreement No. 20070105.006.S.001
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 Corp.
	 

	 	 	 	By AT&T Services, Inc., its authorized representative.
	 
	 	 	 	 	 	 
	By:

	 	/s/ Patrick M. Hayes
	 	By:
	 	/s/ Keith Connolly
	 

	 	 
	 	 	 	 
	 
	 	 	 	 	 	 
	Printed Name:

	 	Patrick M Hayes
	 	Printed Name:
	 	Keith Connolly
	 

	 	 
	 	 	 	 
	 
	 	 	 	 	 	 
	Title:

	 	COO
	 	Title:
	 	VP, Global Strategic Sourcing
	 

	 	 
	 	 	 	 
	 
	 	 	 	 	 	 
	Date:

	 	3/28/07
	 	Date:
	 	3/28/07
	 

	 	 
	 	 	 	 

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.S.001

Local Programs

Local Statement of Work

22 January 2007

Page 1 of 36

STATEMENT OF WORK

AT&T Worldwide Customer Service (WCS)

Local Order Processing Services

01 JANUARY 2007

	A.	 	Program Description

Upon receipt of customer orders provided electronically by AT&T, Supplier shall provide various
Local Order Processing Services customer care services for AT&T’s local Enterprise Business
customers as described below (the “Services”). This Statement of Work (SoW) contains four WCS
Local functions:

	 	1.	 	UNE-P* (Unbundled Network Element Platform); TSR* (Total Services Resale)
	 
	 	2.	 	MACD (Move, Add, Change, Disconnects); New Remote Call Fwd (RCF) Ordering Support
	 
	 	3.	 	Prime
	 
	 	4.	 	Data (Local Private Line)

The estimated number of Full-time Equivalent (“FTE”) Order Specialists (“OS”) required to support
each function is as follows:

	 	 	 	 	 
	Local Functions	 	No. of FTE's	 
	UNE-P / DATA (LPL)
	 	 	[*]	 
	MACD
	 	 	[*]	 
	PRIME
	 	 	[*]	 
	 
	 	 	 
	TOTAL
	 	 	[*]	 
	 
	 	 	 
	 
	 	 	 

AT&T reserves the right to change these estimates at anytime by providing written notice to
Supplier.

*UNE-P & TSR functions are two variations of similar order types, and are dependent on the model
used by certain Local Exchange Carriers in how they sell connectivity services to AT&T.

	B.	 	Objectives:

Drive production: As a primary objective, Supplier will focus on project managing the greatest
possible number of customer orders accurately to completion throughout the duration of this
agreement.

Focus aggressively on Service Delivery/ speeding up revenue realization: The Supplier will focus on
timely completion of order processing, paying special attention to data-input errors known to be
causing order rejects. The earlier the orders are completed, the earlier they can be billed, thus
increasing revenue for Supplier. The Supplier will also focus on breaking logjams of orders should
any backlogged orders occur during the period.

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.S.001

Local Programs

Local Statement of Work

22 January 2007

Page 2 of 36

Function #1: UNE-P / TSR

			
	UNE-P	 	C. Supplier’s Responsibilities

Supplier shall provide qualified dedicated resources, as described in Section entitled “Staffing
Requirements” to AT&T in support of the Order Specialist (“OS”) functions as they pertain to the
customer ordering process for AT&T’s Local products and services. The primary focus of this
position is customer service through account support, both proactive and demand, for a variety of
AT&T’s Local customers.

Frequent contacts with these customers are anticipated and each individual customer can have a
variety of products/services and servicing needs. This position acts as an extension to AT&T’s
Account Team and has additional responsibilities for revenue stimulation, generation and
protection, order formatting and input; account inquiry and receivables management.

Following is a more detailed description of these aforementioned functions:

	 	•	 	Order Specialist (“OS”)
	 
	 	•	 	ABN, Prime Standalone, and One Net Orders via UNE-P Connectivity Option

Production:

For the orders assigned to the Supplier by AT&T’s Local Customer Relationship Manager (“CRM”), the
Supplier will carry out the production functions listed below, managing to completion the greatest
number of orders possible. Below are the minimum requirements, which include, are not be limited to
the following. AT&T reserves the right to modify these requirements, by providing written notice
to Supplier.

	1.	 	Data gathering: Work with AT&T Sales Executives and customers to obtain and verify the
required customer, service and Customer Provided Equipment (“CPE”) information required in the
Minimum Quality Data Set (“MQDS”) to assure clean data-flow through the ordering systems. OS
will review customer’s contract and pull Customer Service Request (“CSR”) from LIFE (“Local
Integrated Front End”) and verify accuracy and reconcile discrepancies/ profitably, verify
published LEC business rules and services guidelines and MQDS package. OS needs to review for
accuracy, work with sales person, other company personnel, customer and their vendor, work
lists, and project / program management to verify package for accuracy and complete the
technical information as required to complete the order.
	 
	2.	 	Order placement:

	 	A.	 	Using appropriate Local systems as identified by AT&T; enter and check for accuracy on
all service requests.

	 	i.	 	Supplier’s OSs will be responsible for entering and tracking all orders in AT&T
systems (i.e., AT&T’s eCRM/Project Delivery Manager (“PDM”) or other system(s) as
specified by AT&T) and ensuring all jeopardizes are cleared by their OSs and/or the
appropriate work center, and notifying AT&T Sales Organization and the customer, if
necessary, if any jeopardy is due date affecting. The PDM system will be one of the
means used to track Supplier’s performance and SLA Scorecard
	 
	 	ii.	 	Manage service requests to system acceptance.

	 	B.	 	Proactively participate on data gathering calls.

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.S.001

Local Programs

Local Statement of Work

22 January 2007

Page 3 of 36

	 	C.	 	Create and/or request and validate 171/124/123 sub-accounts using AT&T specified tools,
systems and processes.
	 
	 	D.	 	Communicate status to AT&T’s Sales Organization, customer, and work centers.
	 
	 	E.	 	Keep AT&T’s internal tracking system(s); e.g., “eCRM/PDM” updated.
	 
	 	F.	 	Expedite installation schedule as appropriate.

	3.	 	Project management:

	 	A.	 	Employ tracking tools. Check and record key project dates and proactively track orders.
	 
	 	B.	 	Work cooperatively and communicate regularly with AT&T’s Local Services (“ALS”) work
centers responsible for service installation.
	 
	 	C.	 	Proactively manage and track all critical dates and events in AT&T’s ASR System, Single
Work Flow System, eCRM/PDM and other related provisioning and tracking systems as may be
required per AT&T’s instructions.
	 
	 	D.	 	Proactively Escalate to AT&T sales organization and provisioning organization on missed
due dates as appropriate.
	 
	 	E.	 	Coordinate service provisioning and delivery.
	 
	 	F.	 	OS attends cut and/or is available via pager, phone, etc. during the cut to ensure and
verify service is operating properly.
	 
	 	G.	 	Supplier’s OS will contact the customer on the Customer’s first business day after the
cut to ensure and verify that the service has been installed and is operating properly. If
service is not operating properly to customer satisfaction, the OS will take the
appropriate steps to ensure proper operation and installation
	 
	 	H.	 	Both Supplier’s OS’s and Management participates via phone, in outages

	 
	 	I.	 	Close provisioning project in PDM or other AT&T systems.
	 
	 	J.	 	Adhere to the standard AT&T Local Ordering Customer Touchpoints Requirements as
provided by AT&T.
	 
	 	K.	 	Ensure Supplier’s OS processes the order in AT&T’s electronic Customer Relationship
Management/Project Delivery Manager (“eCRM/PDM”) system, or other system(s) as may be
designated by AT&T in writing, to allow for an electronic back-up copy of the original
files to be maintained as a “trail” for a minimum period of one year from the order
completion date to address any potential discrepancies.

	4.	 	First bill review

	 	A.	 	Preview first bill for correctness.

	 	•	 	Supplier’s OSs will be responsible for ensuring a timely and accurate first bill.

	 	•	 	Supplier’s OSs will be responsible for reviewing ABN, Prime Standalone and the One
Net first bill with the customer to ensure billing accuracy and completeness.

	 	•	 	If required by AT&T, for ABN, Prime Standalone the Supplier’s OSs will work with the
AT&T ABN, Prime Standalone project owner to conduct the First Bill Review.

	 	•	 	If the bill is incorrect or if credits need to be applied, the Supplier’s OSs will
notify the AT&T Sales teams that a corrected bill must be rendered prior to the start
of the next billing cycle. The OS must either ensure the order correction is issued or
issue it themselves.

Supplemental activities:

In addition to the items listed above, Supplier OSs shall perform the following activities:

	5.	 	Follow Local Metrics/Individual Performance Objectives (IPOs), as provided by 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.

 

 

 

Agreement No. 20070105.006.S.001

Local Programs

Local Statement of Work

22 January 2007

Page 4 of 36

Other specific functions as they relate to UNE-P service ordering are as follows:

			
	o	 	Determine if Local Services handoff package is accurate and complete.

			
	o	 	Assign orders to OSs within 24 hours of receipt

			
	o	 	If required by AT&T, proactively work to obtain complete order package within
48 hours of order assignment, escalating as appropriate before canceling an incoming order.

			
	o	 	Determine the correct service provider

			
	o	 	Enter order into ordering support system(s) as designated by AT&T within 24 hours.

			
	o	 	Review the Customer Expectation Document with the Customer

			
	o	 	Complete data gathering with the Customer

			
	o	 	Set new customer expectations

			
	o	 	Create and or request and/or validate 171/124/123 sub-accounts using AT&T
specified tools, systems and processes within 24 hours of PDM record creation

			
	o	 	Enter order in LIFE.

			
	o	 	Obtain a Single Working Flow (“SWF”) within 48 hours of LIFE order entry.
Obtain Voice mail ID, if applicable, from SWF.

			
	o	 	Perform all Touchpoints per the Touchpoint requirements as outlined below.

			
	o	 	On a daily basis, check appropriate systems for each pending order, clear all
rejects, and update all logs, stakeholders and reports within 24 hours.

			
	o	 	Project Manage order to completion

			
	o	 	Function as Single Point of Contact (“SPOC”) for UNE-P Large Local Projects

			
	o	 	If at any time, a regulation or process change is necessary, that substantially
impact DMOQ’s/SLA;s, Supplier and AT&T reserve the right to mutually agree to re-establish
mutually acceptable DMOQ’s and SLA’s with AT&T.

Supplier will utilize and leverage tools on a daily basis as to minimize aging of orders and
provide AT&T a weekly Work In Progress (“WIP”) 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.

Touchpoint Requirements 

Supplier must complete the orders in accordance with the Touchpoints requirements shown below.
Completion is defined as Supplier’s OS entered the order into AT&T’s electronic Customer
Relationship Management/Project Delivery Manager (“eCRM/PDM”) system, or other system(s) as may be
designated by AT&T in writing, and completion of all the following 5 Touchpoints:

	 	•	 	Touchpoint #1: Within [*] of order assignment and if applicable, order
cancellation, Supplier’s OS sends an e-mail and places a follow-up call to AT&T’s sales
organization and/or the customer to indicate that they have been assigned as the OS to work
the order, and
	 
	 	•	 	Touchpoint #2: Within [*] of data becoming available, Supplier’s OS indicates
order acceptance by AT&T’s provisioning group and emails single work flow number, voice
mail access numbers, estimated order completion date and email to customer and order
originator and follow-up with a voice discussion, and

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.S.001

Local Programs

Local Statement of Work

22 January 2007

Page 5 of 36

	 	•	 	Touchpoint #3: Within [*] of receipt of a firm order confirmation, Supplier’s
OS sends an e-mail and places a follow-up call to the customer advising them of the dates
that they can expect their services to be turned up; and
	 
	 	•	 	Touchpoint # 4 — [*] after cutover, Supplier’s OS contacts the customer to
confirm that a successful test and turn-up has taken place and verifies that their service
is working; and
	 
	 	•	 	Touchpoint # 5 — Within [*] of completing Touchpoints 1 thru 4, Supplier’s OS
must ensure that a First Bill Review takes place.

			
	UNE-P	 	D. 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.

	1.	 	Provide required periodic reporting to AT&T:
	 
	 	 	Deliver analysis of AT&T provided Weekly/Monthly Score Card Results, to AT&T with root cause
analysis of metrics, as requested by AT&T. Supplier shall provide required data requested
by AT&T for the completion of the Score Card Results.
	 
	 	 	Daily incoming 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 eCRM/PDM, eCRM/PDM CC#, Date entered into LIFE, LIFE order number, Date into
SWF, SWF number, Expected completion date, Actual completion date, orders held, orders
rejected back to AT&T’s’ sales/originator, orders in WIP/Backlog, Touchpoints missed by
individual touchpoint, SWF past due, completed past due.
	 
	 	 	Daily On-time Performance Reports
	 
	 	 	Supplier will utilize and leverage tools on a daily basis as to minimize aging of orders and
provide AT&T a weekly WIP 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
	 
	 	 	Stewardship look ahead reports, cycle times, WIP backlog and other business metrics.
	 
	 	 	Headcount listing, organizational charts and escalation contact lists
	 
	 	 	Others as deemed necessary by AT&T.
	 
	2.	 	Supplier shall pro-actively manage its resources down to the individual level (Monthly P3
Results/Reviews) in a format satisfactory to AT&T.
	 
	3.	 	Supplier’s Program Manager 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 will also be held
between the 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.

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.S.001

Local Programs

Local Statement of Work

22 January 2007

Page 6 of 36

	5.	 	Supplier shall use the appropriate Supplier’s project management tools and reporting 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. Supplier, at its’ sole expense, shall design
and implement such systems and tools as Supplier deems necessary to support the Work.

			
	UNE-P	 	E. Direct Measures of Quality (DMOQs)/Service Level Agreements (SLA)

Prime, ABN/Prime Standalone and One Net Products with UNE-P

Supplier shall comply with the Targets as provided by AT&T. AT&T reserves the right to change the
targets at any time by providing written notice to Supplier. Supplier shall implement processes
and controls as to achieve the DMOQ targets. AT&T and Supplier will utilize the SLAs for monthly
production scorecard purposes.

			
	UNE-P	 	F. Hours / Days of Operation:

			
		 	Supplier shall provide UNE-P services [*], from 8:00 AM until 5:00 PM in each time zone as required
by Customer accounts.

When necessary, Supplier will ensure OS and management participation on all ports, cuts, customer
or AT&T calls, meetings, outages and other AT&T business needs that take place or fall outside of
the standard 8:00 AM to 5:00 PM business hours. In addition, whenever a critical business need
arises outside of normal business hours, Supplier will work collectively with AT&T to provide
services as necessary.

			
	UNE-P	 	G. Volume and Forecasting Process

AT&T anticipates it will generate a volume of Work for Supplier to staff [*] Order Specialist
FTE’s (subject to AT&T’s written request and written approval). Supplier agrees to provide such
Order Specialists as requested and approved by AT&T in writing per the following notification. For
headcount increases, Supplier shall provide such increased headcount within [*] days. Supplier
shall not invoice AT&T for any decreased headcount after the effective date of such headcount
reduction stated in the written notice. AT&T reserves the right at anytime, in its sole
discretion, to make increases or decreases to said figure in writing, for any reasons whatsoever,
including without limitation the following conditions: account movement, performance issues,
changes in volume growth, and impacting technical and system enhancements to Local Ordering
processes which would impact the requirement of human intervention. Supplier agrees to implement
such increases or decreases as directed by AT&T.

Notwithstanding the above referenced anticipated volume and forecasts, Supplier acknowledges that
AT&T has no commitment or obligation to furnish work or compensation to Supplier and Supplier
accepts the economic risks that volumes may vary substantially upward or downward of any AT&T
forecasts. Supplier further
acknowledges that AT&T’s sole obligation shall be to pay for work actually performed and that AT&T
has no responsibility for Supplier’s refresher, continuation or attrition training cost.

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.S.001

Local Programs

Local Statement of Work

22 January 2007

Page 7 of 36

			
	UNE-P	 	H. Training Requirements

Duration:

Training duration is approximately [*] and shall include the following:

Prime Standalone — [*] Duration

ABN— [*] Duration

One Net — [*] Duration

Such training shall include the following:

MACD

UNE-P

IOM System Training

Customer Care Soft Skills

Escalations/Expedites

DMOQ’s/Metrics

Project Management

Other as necessary

Other AT&T systems as may be identified by AT&T

The project plan, timelines and schedules will be developed in parallel to this training.

Supplier shall recruit, train and staff OSs pursuant to AT&T’s written authorization. AT&T
reserves the right, in its sole discretion, to change any items and Supplier agrees to adhere to
such changes.

AT&T currently has various training programs in place for the OS position.

AT&T agrees to provide the first such training programs to the Supplier. Supplier shall provide the
following:

	 	•	 	Supplier provides a designated trainer or supervisor to attend these classes
	 
	 	•	 	Supplier will then assume full responsibility for training their resources from that
point forward

AT&T will provide the necessary job aides to enable the Supplier to accurately complete ordering
screens, system access, training materials.

Personnel Qualifications

Supplier OS’s must be proficient in both basic voice communications and customer care soft skills.
At a minimum the OS’s should have:

	 	•	 	Knowledge of Local voice telecommunications

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.S.001

Local Programs

Local Statement of Work

22 January 2007

Page 8 of 36

	 	•	 	Customer Care Skills (e.g., handling irate customer etc.)
	 
	 	•	 	An understanding of how the service works and the various components
	 
	 	•	 	Professional Telephone Skills
	 
	 	•	 	Professional handling and resolution of customer dissatisfactions/objections.
	 
	 	•	 	Project Management Skills

	•	 	Note: Increased emphasis shall be placed on achieving very low order defect rates and virtually eliminate
work center rework.

Post-Training Support:

If some additional level of support is required after formal training has taken place, AT&T’s
management team will work collectively with the Supplier to provide these resources as necessary.

System IDs, Passwords, Logins, Connectivity Testing Procedures

AT&T will supply necessary IDs and both parties will designate a SPOC (“Single Point of Contact”)
to work through ID issues for System IDs, Passwords, Logins, Connectivity Testing Procedures.

Training Locations

Training to take place at Supplier’s Work Location in Greeley, CO.

For changes in Supplier’s training location that is initiated by Supplier, Supplier shall assume
all travel expenses for Supplier’s employees.

Function #2: LOCAL MACD

			
	MACD	 	C. Supplier’s Responsibilities

Program Description:

Data gathering: Supplier shall work with AT&T’s AEs/SEs (“Account Executives — Growth / Sales
Executives” — Global) and other AT&T personnel and customers to obtain and verify the required
customer, service and Customer Premise Equipment (“CPE”), which is defined as customer specific
information that is obtained during the data gathering call, which takes place shortly after either
the Minimum Data Set (MDS) or Minimum Quality Data Set (“MQDS”) handoff to Supplier. The MQDS
contains information such as, but not limited to, Order Information, DEMARC information and
equipment Information and signaling requirements (Loop Start/Ground Start, etc.)

	1.	 	Obtain information required in the Minimum Quality Data Set (“MQDS”) to assure clean
data-flow through the ordering systems.

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.S.001

Local Programs

Local Statement of Work

22 January 2007

Page 9 of 36

	2.	 	Order placement :

	 	•	 	Using appropriate ordering systems, enter and check for accuracy,
service requests.

	 	•	 	Supplier’s OS’s will be responsible for entering and tracking all
orders in AT&T systems (i.e., eCRM/Project Delivery Manager (PDM), MACD Tool,
Electronic Flow Through Ordering/Integrated Ordering Manager (EFMS/IOM) or other
system as specified by AT&T) and ensuring all jeopardies are cleared by their OS
and/or the appropriate work center, and notifying sales and/or the customer if any
jeopardy is due date affecting. The PDM system will be one of the means used to
track Supplier’s performance for SLA Scorecard purposes.
	 
	 	•	 	Manage service requests to system acceptance.
	 
	 	•	 	Communicate status to AT&T’s AE, customer, vendor, and work centers.
	 
	 	•	 	Expedite installation schedule as appropriate.

	 	•	 	Proactively manage and track all critical dates and events in the
Access Service Request (“ASR”) System, Customer Connect and other related
provisioning and tracking systems

	3.	 	Project management:

	 	•	 	Employ tracking tools. Check and record key project dates.

	 	•	 	Track orders.

	 	•	 	Work cooperatively and communicate regularly with AT&T Local Services (“ALS”)
work centers responsible for service installation.

	 	•	 	Proactively manage critical dates and events.

	 	•	 	Proactively escalate on missed due dates as appropriate.

	 	•	 	Coordinate access cut dates.

	 	•	 	OS leads and participates via phone, on critical or sensitive orders to ensure
service is operating properly. This may include cuts for port orders,
disconnect—new move orders. For non-sensitive customers, OS will set-up the call
and be available by pager.

	 	•	 	OS and Management participates via phone, in outages

	 	•	 	Management participates in, via phone, in customer calls as required

	 	•	 	OS resolves incorrectly placed or provisioned orders

	4.	 	Close project in PDM, EFMS/IOM, MACD Tool or other AT&T system.

Supplemental functions to be performed by Supplier’s OS:

	1.	 	Follow Local Metrics as provided by AT&T.
	 
	2.	 	Supplier will provide, at no charge to AT&T, the daily, weekly, and monthly reports set
forth below AT&T will provide, at its sole discretion, timely access to the data necessary to
generate the required reports.

	 	•	 	Deliver Weekly/Monthly Score Card Results to AT&T with root cause
analysis of metrics as requested by 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.

 

 

 

Agreement No. 20070105.006.S.001

Local Programs

Local Statement of Work

22 January 2007

Page 10 of 36

	 	•	 	Daily incoming 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, Type of order, Billing Administration Number (BAN), Date entered into
tracking and order management system, Date entered into various AT&T systems (e.g.,
LIFE, PWOT, EFMS/IOM or MAC-D tool), order number, Date into SWF or ASR, SWF or ASR
number, Expected completion date, Actual completion date, Date and Time each
touchpoint has been completed, Orders held, Orders rejected back to
sales/originator, Orders rejected from Provisioning, corrected and resubmitted
within 24 hours including pulling reject reports from MAC-D or other tracking tool
at least three times per day Orders in WIP/Backlog, Touchpoints missed by individual
touchpoint, SWF or ASR past due, completed past due
	 
	 	•	 	Daily On-time Performance Reports
	 
	 	•	 	Provisioning Reject Reports with resubmission data
	 
	 	•	 	Orders Rejected Back to Source Report
	 
	 	•	 	Anti-Cramming Compliance Reports
	 
	 	•	 	Daily Disconnect Report
	 
	 	•	 	Critical and Port Order Report
	 
	 	•	 	Daily Incoming Call Report
	 
	 	•	 	Supplier will utilize and leverage tools on a daily basis as to
minimize aging of orders and provide AT&T a weekly Work in Progress (“WIP”) 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.
	 
	 	•	 	Headcount listing, organizational charts and escalation contact lists.
	 
	 	•	 	Others as deemed necessary by AT&T.

	5.	 	Supplier shall pro-actively manage their resources down to the individual level (Monthly
Results/Reviews) in a format satisfactory to AT&T.

	6.	 	Supplier’s Program Manager 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.

	7.	 	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 will also be held
between the 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.

	8.	 	If at any time, a regulation or process change is necessary, that substantially impact
DMOQ’s/SLA;s, AT&T reserves the right to re-establish DMOQ’s and SLA’s.

Additional Supplier’s Responsibilities

Supplier shall provide qualified dedicated resources to AT&T in support of the OS function as they
pertain to the Ordering process for AT&T’s Local products and services. The primary focus of this
position is customer service through account support, both proactive and demand, for a variety of
AT&T’s Local 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.

 

 

 

Agreement No. 20070105.006.S.001

Local Programs

Local Statement of Work

22 January 2007

Page 11 of 36

Frequent contacts with these customers are anticipated and each individual customer can have a
variety of products/services and servicing needs. This position acts as an extension to the AT&T’s
Account Team and has additional responsibilities for revenue stimulation, generation and
protection, order formatting and input; account inquiry and receivables management.

Following is a more detailed description of these aforementioned functions:

Order Specialist Function

For the orders assigned to the Supplier by AT&T’s Local CRM, the Supplier will carry out the
production functions listed below, managing to completion the greatest number of orders possible.

MACD ORDERS

Order Specialist (OS) Function Overview

The OS’s primary focus is customer service through both proactive and demand account support. The
OS handles multiple daily contacts with our business customers and other internal AT&T work groups,
including our sales force. The OS is responsible for handling a wide diversity of requests to
provide “one stop service” for our internal and external clients. These contacts pertain to a
variety of AT&T product/service offerings. Some of these requests may involve such issues as:

	•	 	Providing product/service offering information
	 
	•	 	Negotiating with sales, customers, vendors and other agents
involved with client orders and services installation
	 
	•	 	Ordering product/service offerings
	 
	•	 	Managing service implementation issues
	 
	•	 	Receiving AT&T employee and customer initiated calls
	 
	•	 	Entering Orders into AT&T’s ordering system
	 
	•	 	Providing status and feedback to customers as required
	 
	•	 	Closing out the orders with clients
	 
	•	 	Resolving incorrectly placed or provisioned orders

The goal is to service customers on a proactive basis, which can include clarifying service
requirements, statusing on service activities and participating in account reviews with the AT&T
Account Team.

	 	•	 	OS’s must develop, maintain and present a direct relationship with the customer and
their business. The person provides a level of customer service that meets all of their
needs and exceeds the customer’s expectations.

	 	•	 	OS’s shall maximize the number of requests completed on line and minimize the number of
requests transferred to other organizations. OS’s are responsible and accountable for
customer satisfaction, customer retention, and all other performance objectives assigned.

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.S.001

Local Programs

Local Statement of Work

22 January 2007

Page 12 of 36

MACD Touchpoint Requirements

Local Network Services (LNS) Moves, Adds, Changes, and Disconnects (MACD)

Touchpoint Requirements are as follows:

Supplier must complete the Orders in accordance with the Touchpoints requirements shown below.
Completion is defined as Supplier’s OS entered the MACD Order into AT&T’s electronic Customer
Relationship Management/Project Delivery Manager (“eCRM/PDM”) system, or other system(s) as may be
designated by AT&T, and completion of the following 4 Touchpoints:

Touchpoint #1: Within [*] of order assignment, Supplier’s OS sends an e-mail and
places a follow-up call to sales and/or the customer to indicate that they have been
assigned to work the order; and

Touchpoint #2: Within [*] of order acceptance by provisioning, Supplier’s OS emails
client and order originator with details including single work flow or ASR number, estimated
order completion date and then follows up with a voice discussion and

Touchpoint #3: Within [*] of receipt of a firm order confirmation, Supplier’s OS
sends an e-mail and places a follow-up call to the customer advising them of the dates that
they can expect their services to be turned up; and

Touchpoint # 4 — [*] after cutover, Supplier’s OS contacts the customer to confirm
that a successful test and turn-up has taken place and verifies that their service is
working.

For tracking and SLA purposes, AT&T and Supplier will use [*], but it is AT&T’s expectation
and Supplier agrees to have it’s OS’s conduct touchpoints within [*] of trigger. This shall
apply to all touch points shown above.

Notwithstanding the foregoing, Supplier recognizes that some complex MACD orders (including
and not limited to outside moves/disco re-terms) may require a port and Supplier will have
OS schedule, coordinate and project manage the required porting activity.

Process for Move, Add, Change and Partial Disconnect Orders: 

	 	1.	 	The OS control desk receives the MACD request from the customer, sales or other AT&T
personnel.
	 
	 	2.	 	Determines the type of order that will be required and the type of product.
	 
	 	3.	 	If partial disconnect, Supplier must research and determine applicable disconnect and
termination charges. Supplier then contacts the customer to complete data gathering,
inform the customer of any applicable state tariff requirements, any applicable
contract termination charges, and request a signed disconnect letter which Supplier
has included the applicable termination charges.
	 
	 	4.	 	If not a partial disconnect, but a simple MACD, conducts data gathering and places
order in MACD Web Tool.
	 
	 	5.	 	If not a partial disconnect, but a complex MACD, completes data gathering and places
order in PWOT/LIFE System.

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.S.001

Local Programs

Local Statement of Work

22 January 2007

Page 13 of 36

	 	6.	 	For partial disconnects, upon receipt of a completed MQDS and the signed Disconnect
Letter, the OS Completes a MACD (Move, Add, Change, & Disconnect) form, submit the order
and note Martin, universal billing and other systems as appropriate. For Voice Services,
Service Request is generated via MACD Web Tool For Data Services, Service Request
is generated via USRP.  A copy of the disconnect letter is faxed to the Network
Imaging Center (NIC) to be loaded into DocViewer.
	 
	 	7.	 	Notifies Order Originator and other stakeholders (AE/SE, FSM, TSM, Customer Service
Manager (CSM) and/or Customer as appropriate) of Order Receipt within [*] via email and a
telephone call.
	 
	 	8.	 	Completes all other touchpoints as detailed above.
	 
	 	9.	 	Proactively manages order to ensure timely and proper completion within DMOQ/SLA
metrics.
	 
	 	10.	 	Continues to provide feedback to Customer and Order Originator at mutually agreed upon
intervals until service request is complete.
	 
	 	11.	 	Proactively escalates when necessary.
	 
	 	12.	 	Keeps copy of the original document as a “paper trail” to address any potential
discrepancies.
	 
	 	13.	 	Depending on the size of the customer account and the scope of service request, a first
bill review may be necessary.
	 
	 	14.	 	Complies with all best practice processes.

Process for Total Disconnect Order

The DMOQs for total disconnect orders shall be provided by Company. Only one SLA applies to
total disconnects; Average ETE Cycle Time for Total Disconnects (# of days). Otherwise, only
the total disconnect DMOQs apply as management targets which Supplier is expected to attain or
exceed.

	 	1.	 	Request is claimed in DDTS. (“Disconnect Desk Tracking System”)

	 
	 	2.	 	Research and determine any applicable disconnect and termination charges.
	 
	 	3.	 	Contact the customer to complete data gathering, inform the customer of any applicable
state tariff requirements any applicable contract termination charges, and request
a signed disconnect letter which Supplier has included the applicable termination
charges.
	 
	 	4.	 	Update Disconnect Desk Tracking Tool.
	 
	 	5.	 	Upon receipt of a completed MQDS and the signed Disconnect Letter, the OS
completes a MACD (Move, Add, Change, & Disconnect) form, submits the order and notes Martin,
universal billing and other systems as defined by AT&T. Based on the Offer Type being
disconnected:
	 
	 	 	 	For Voice Services, Service Request is generated via MACD Web Tool For Data
Services, Service Request is generated via USRP 
	 
	 	6.	 	A copy of the disconnect letter is faxed to the Network Imaging Center (NIC) to be
loaded into DocViewer.

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.S.001

Local Programs

Local Statement of Work

22 January 2007

Page 14 of 36

	 	7.	 	Notifies Order Originator and other stakeholders (AE/SE, Sales Mangers, Customer
Service Manager and/or Customer as appropriate) of Order Receipt within [*] via email and a
telephone call.
	 
	 	8.	 	Completes all other touchpoints as detailed above.
	 
	 	9.	 	Proactively manages order to ensure timely and proper completion within DMOQ/SLA
metrics.
	 
	 	10.	 	Continues to provide feedback to Customer and Order Originator at mutually
	 
	 	 	 	agreed upon intervals until service request is complete.
	 
	 	11.	 	Proactively escalates when necessary.
	 
	 	12.	 	Keeps copy of the original document as a “paper trail” to address any potential
	 
	 	 	 	discrepancies.
	 
	 	13.	 	Complies with all BPS and other best practice processes.
	 
	 	14.	 	Once the order completes, Update DDTS with the completion information.

	 	 	Supplier shall access AT&T intranet web pages to access forms and information for the following
order processing and other work tasks:

Types of order: 

Moves 

Adding Lines

Changes

Directory

Disconnects

Support sites

Customer Not Ready

Billing and/or Inventory Records

			
	MACD	 	D. 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.

	1.	 	Provide required daily reporting to AT&T:

Reject report

Disconnect report

WIP report

ASR past due report

Orders issued report

Missed touchpoint report

Others as deemed necessary by AT&T.

	2.	 	Supplier shall pro-actively manage its resources down to the individual level (Monthly P3
Results/Reviews) in a format satisfactory 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.

 

 

 

Agreement No. 20070105.006.S.001

Local Programs

Local Statement of Work

22 January 2007

Page 15 of 36

	3.	 	Supplier’s Program Manager 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. [*] operational calls will also be held
between AT&T and Supplier’s Program Managers. AT&T may request [*] reviews when business
results and metrics warrant. These reviews will be conducted at the convenience of both
parties.

	5.	 	Supplier shall use the appropriate Supplier’s project management tools and reporting 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. Supplier, at its’ sole expense, shall design
and implement such systems and tools as Supplier deems necessary to support the Work.

			
	MACD	 	E. Direct Measures of Quality (DMOQs) and Service Level Agreements

Supplier shall comply with the Targets as provided by AT&T. AT&T reserves the right to change the
targets at any time by providing written notice 45 days in advance to Supplier. Supplier shall
implement processes and controls as to manage results to the DMOQs. AT&T and Supplier will utilize
the SLAs for monthly production scorecard purposes.

			
	MACD	 	F. Hours / Days of Operation

Supplier shall provide MACD services [*], from 8:00 AM until 5:00 PM in each time zone as required
by Customer accounts. The required hours of operation for inbound caller initiated MACD order
processing are 8:00 AM CST to 6:00 PM CST.

When necessary, Supplier will ensure OS and management participation on all ports, cuts, customer
or AT&T calls, meetings, outages and other AT&T business needs that take place or fall outside of
the standard 8:00 AM to 5:00 PM business hours. In addition, whenever a critical business need
arises outside of normal business hours, Supplier will work collectively with AT&T to provide
services as necessary.

			
	MACD	 	G. Volume and Forecasting Process

AT&T anticipates it will generate a volume of Work for Supplier to staff [*] Order Specialist FTE’s
(subject to AT&T’s written request and written approval). Supplier agrees to provide such Order
Specialists as requested and approved by AT&T in writing per the following notification. For
headcount increases, Supplier shall provide such increased headcount within [*] days. Supplier
shall not invoice AT&T for any decreased headcount after the effective date of such headcount
reduction stated in the written notice. AT&T reserves the right at anytime, in its sole
discretion, to make increases or decreases to said figure in writing, for any reasons
whatsoever, including without limitation the following conditions: account movement, performance
issues, changes in volume growth, and impacting technical and system enhancements to Local Ordering
processes which would impact the requirement of human intervention. Supplier agrees to implement
such increases or decreases as directed by 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.

 

 

 

Agreement No. 20070105.006.S.001

Local Programs

Local Statement of Work

22 January 2007

Page 16 of 36

Notwithstanding the above referenced anticipated volume and forecasts, Supplier acknowledges that
AT&T has no commitment or obligation to furnish work or compensation to Supplier and Supplier
accepts the economic risks that volumes may vary substantially upward or downward of any AT&T
forecasts. Supplier further acknowledges that AT&T’s sole obligation shall be to pay for work
actually performed and that AT&T has no responsibility for Supplier’s refresher, continuation or
attrition training costs.

			
	MACD	 	H. Training Requirements

General Overview

The training module is a key component of the Local CRM project plan.

Training duration for this program is approximately [*], and shall include the following:

Prime Standalone MAC-D — [*] Duration

ABN— [*] Duration

One Net — [*] Duration

PWOT

UNEP

System training

Customer Care Soft Skills

Escalations/Expedites

DMOQ/Metrics

Project Management

IOM

Other AT&T systems as may be identified by AT&T

Supplier shall recruit, train and staff OSs pursuant to AT&T’s written authorization. AT&T
reserves the right, in its sole discretion, to change any items and Supplier agrees to adhere to
such changes.

AT&T currently has various training programs in place for the OS positions. AT&T will provide the
first such training programs to the Supplier, and Supplier agrees that:

	 	•	 	Supplier must guarantee that a designated trainer or supervisor from their team will
attend these classes, at no charge to AT&T.
	 
	 	•	 	Supplier will then assume full responsibility for training their resources from that
point forward.

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.S.001

Local Programs

Local Statement of Work

22 January 2007

Page 17 of 36

AT&T will provide the necessary job aides to enable the Supplier to accurately complete
ordering screens, system access, and training materials.

Personnel Qualifications

Supplier OSs are required to be proficient in both basic voice communications and customer care
skills. At a minimum the Supplier’s associates should have:

	 	•	 	Knowledge of Local voice communications
	 
	 	•	 	Customer care skills (e.g., handling irate customer etc.)
	 
	 	•	 	An understanding of how the service works and the various components
	 
	 	•	 	Professional telephone skills
	 
	 	•	 	Professional handling and resolution of customer dissatisfactions/objections. Note:
Increased emphasis should be placed on achieving very low order defect rates and virtually
eliminate work center rework.
	 
	 	•	 	Project management skills

Post-Training Support:

If some additional level of support is required after formal training has taken place, AT&T will
work collectively with the Supplier to provide these resources as necessary.

System IDs, Passwords, Logins, Connectivity Testing Procedures

AT&T will supply necessary IDs and both parties will designate a SPOC (“Single Point of Contact”)
to work through ID issues.

Training Locations

Training to take place at Supplier’s Work Location in Greeley, CO.

For changes in Supplier’s training location that is initiated by Supplier, Supplier shall assume
all travel expenses for Supplier’s employees.

Function #3: LOCAL PRIME

			
	PRIME	 	C. Supplier’s Responsibilities

Production:

For the Prime New orders assigned to the Supplier by AT&T’s Local CRM, the Supplier will carry out
the production functions listed below, managing to completion the greatest number of orders
possible.

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.S.001

Local Programs

Local Statement of Work

22 January 2007

Page 18 of 36

	1.	 	Data gathering: Work with AT&T’s AE (Account Executives) and other AT&T personnel and
customers and vendor to obtain and verify the required customer, service and Customer Premise
Equipment (“CPE”) information required in the MQDS (Minimum Quality Data Set) to assure clean data-flow through the ordering systems. OS will review contract/ CSR/ Letter of
Authorization profitably tool and MDS package, OS needs to review for accuracy, work with sales
person, customer and their vendor to verify package for accuracy and complete the technical
information as required to complete the order.
	 
	2.	 	Order placement:

	 	A.	 	Using appropriate AT&T Local systems enter and check for accuracy, service requests.

Supplier’s OS’s will be responsible for entering and tracking all orders in the Integrated
Order Manager (“IOM”) and End to End Flow-through Management System (“EFMS”) systems and
ensuring all jeopardies are cleared by their OS’s and/or the appropriate work center, and
notifying sales and/or the customer if any jeopardy is due date affecting. The IOM/EFMS
system will be one of the means used to track Supplier’s performance for SLA Scorecard
purposes.
	 
	 	B.	 	Manage service requests to system acceptance.
	 
	 	C.	 	Communicate status to AT&T Sales, customer, vendor, and work centers
	 
	 	D.	 	Keep EFMS and other AT&T systems updated
	 
	 	E.	 	Expedite installation schedule as appropriate.

	3.	 	Project management:

	 	A.	 	Employ tracking tools. Check and record key project dates.

	 
	 	B.	 	Proactively track orders.
	 
	 	C.	 	Work cooperatively and communicate regularly with ALS work centers responsible for
service installation.
	 
	 	D.	 	Proactively manage and track all critical dates and events in the ASR and EFMS system,
and other related provisioning and tracking systems.
	 
	 	E.	 	Escalate on missed due dates as appropriate.
	 
	 	F.	 	Coordinate service delivery and access cut dates.
	 
	 	G.	 	Coordinate port dates
	 
	 	H.	 	OS coordinates, leads and participates via phone on all 72 hour calls to ensure all
parties are ready and in agreement with expectations for night of cut and/or porting
requirements.
	 
	 	I.	 	OS attends cut and/or is available via pager, phone, etc. during the cut to ensure and
verify service is operating properly.
	 
	 	J.	 	Management participates via phone, in customer calls as required
	 
	 	K.	 	Close provisioning project
	 
	 	L.	 	Adhere to the standard AT&T Local CRM Customer Touchpoints Requirements shown below.

	4.	 	First bill review

	 	A.	 	Preview first bill for correctness.

	 	•	 	To preview billing system for errors, drive corrections with billing system
agent and perform subsequent previews until the billing system information is
correct.
	 
	 	•	 	Supplier’s OS’s will be responsible for conducting a full first Bill Review with
the customer to ensure billing accuracy and completeness.
	 
	 	•	 	If the bill is incorrect or if credits need to be applied, it is the
responsibility of the Supplier’s OS to work with AT&T’s sales channels to issue the
appropriate corrections, prior to the start of the next billing cycle.

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.S.001

Local Programs

Local Statement of Work

22 January 2007

Page 19 of 36

Prior to order issuance, Supplier will be responsible for retrieving reports to verify that all
orders placed are correct and ensuring that the order completes within the required timeframe.
Supplier also will monitor orders for jeopardy status, manage to meet established AT&T Local
Ordering Individual Performance Objectives (IPOs) and adhere to the AT&T Customer Touch Points
Requirements shown below. In the event a jeopardy situation occurs, Supplier will work to
troubleshoot and resolve the issue within a reasonable timeframe.

Touchpoint Requirements 

Supplier must complete the Orders in accordance with the Customer Touchpoints and Sales Touchpoints
requirements shown below. “Completion” is defined as Supplier’s OS entered the Order into AT&T’s
IOM/EFMS systems, or other system(s) as may be designated by AT&T, and completion of the Sales
Touchpoints noted below and all of the following 7 Customer Touchpoints:

Customer Touchpoint #1 — Introduction Conference Call and Letter: Within [*] of
order assignment, Supplier’s OS will send a letter and/or email and place a follow-up phone
call to the customer to indicate that they have been assigned as the OS to work the order
and schedule the data gathering call. If the order is cancelled or is to be cancelled,
Supplier’s OS will notify the customer of the cancellation reason. If additional
information is required, the Supplier’s OS will explain what information is missing or
incorrect, what is required to proceed and why. If the order is to proceed, Supplier’s OS
will then conduct the data gathering call with customer and other stakeholders as
appropriate such as the client’s vendor and Supplier’s OS will provide an email or letter to
customer confirming the items and or services ordered; and

Customer Touchpoint #2 — Confirmation Letter: Within [*] of receiving Engineering
Out Date, Circuit Assignments and ASR numbers, Supplier’s OS will provide this information
to the customer and/or vendor and/or AE and/or other stakeholder as previously agreed to;
and

Customer Touchpoint #3 — FOC Confirmation: Within [*] of receipt of a firm order
confirmation from the local exchange carrier, Supplier’s OS sends an e-mail and places a
follow-up call to the customer and/or other stakeholders as agreed to or as appropriate
advising them of the installation and tentative port dates that they can expect for their
services to be turned up and provide the ASR number; and

Customer Touchpoint # 4 — Test and Turn-up Letter: Within [*] of circuit
installation, Supplier’s OS emails the customer and/or other stakeholders as agreed to or as
appropriate and follows up with a phone call to the customer informing them of the
completion of the circuit installation, the date their vendor and the AT&T technician will
be at the customer location to test and turn-up the circuit, inform the customer of their
LEC confirmed port date and provide the customer the cut plan stressing the importance of
reviewing and following the information contained in the document; and

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.S.001

Local Programs

Local Statement of Work

22 January 2007

Page 20 of 36

Customer Touchpoint # 5 — Order Completion: [*] after cutover, the OS places a
phone call and emails the customer and/or other stakeholders as appropriate to confirm that
a successful test and turn-up has taken place, verifies that their service is working and
thanks them for their business. If the cut was not successful, the Supplier’s OS will
engage resources as required to fix the problem to drive a successful cut and satisfy the
customer; and

Customer Touchpoint # 6 — Customer Not Ready: In the event of a Customer Not Ready
(CNR) situation, the Supplier’s OS will place a phone call and email the customer and/or
other stakeholder as agreed to or appropriate to reschedule the completion of the service
installation and inform the customer of the tariffed CNR billing policy; and

Customer Touchpoint #7 — Bill Review/Completion Survey: Within [*] days of order
acceptance, Supplier’s OS ensures that a First Bill Review takes place with the customer or
other designated representative, the customer agrees with the billing data and request that
the customer fill out a satisfactory survey. If the customer does not agree with the
billing data, the Supplier’s OS will engage resources as required to remedy and resolve the
billing errors.

Customer Touchpoints #1, #2, #3, #4, #5 and #7 must always be completed. Customer
Touchpoint #6 is only conducted in the event of a Customer Not Ready situation. Customer
Touchpoints may be measured for compliance via AT&T’s IOM/EFMS systems, or other system(s)
as may be designated by AT&T and used for performance, compliance, SLA and other measurement
and reporting purposes as designated by AT&T.

For tracking and SLA purposes, AT&T and Supplier will use [*], but it is AT&T’s expectation
and Supplier agrees to have its OSs and employees conduct touchpoint within [*] of trigger.
This shall apply to all touch points shown above.

Supplier OSs shall also perform the following 5 Sales Touchpoints, except as noted in the
last paragraph of this section. These Sales Touchpoints take place before Customer
Touchpoints.

Sales Touchpoint #1 Initial MDS Reply: Performed when an incomplete or inaccurate
MDS is received. Within [*] of order assignment, Supplier’s OS will send a letter and/or
email and place a follow-up phone call to AT&T sales if the MDS is incomplete or inaccurate
to obtain the correct information to proceed with the order; and

Sales Touchpoint #2 MDS Acceptance: Performed when a complete and accurate MDS is
received and accepted. Within [*] of order assignment, Supplier’s OS will send a letter
and/or email and place a follow-up phone call to AT&T sales to inform the AE that the MDS is
accurate, complete and has been accepted; and

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.S.001

Local Programs

Local Statement of Work

22 January 2007

Page 21 of 36

Sales Touchpoint #3 MDS Rejection: Performed when a MDS package is rejected. Within
[*] of order assignment, Supplier’s OS will send a letter and/or email and place a follow-up
phone call to AT&T sales if the if the MDS package is going to be rejected and
why; and

Sales Touchpoint #4 Performed when MDS package is rejected and Primepath lines or
trunks were ordered incorrectly by Sales and this was identified prior to Customer
Touchpoint 1 being conducted. MDS Rejection PrimePath: Within [*] of receiving
notification, Supplier’s OS will send a letter and/or email and place a follow-up phone call
to AT&T sales if the lines or trunks were ordered incorrectly and this was identified prior
to Customer Touchpoint 1 being conducted; and

Sales Touchpoint #5 MDS Rejection — Line Notification: Performed when MDS package
is rejected and Primepath lines or trunks were ordered incorrectly by Sales and this was
identified by Provisioning or City Operations. Within [*] of receiving notification,
Supplier’s OS will send a letter and/or email and place a follow-up phone call to sales if
the PrimePath lines or trunks were ordered incorrectly and this was identified by
Provisioning or City Operations.

Supplier’s OSs will always conduct Sales Touchpoint #2. Supplier’s OSs will only conduct
Sales Touchpoints #1, #3, #4 and/or #5 if required based upon the underlying event or
trigger occurring.

			
	Prime	 	D. 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.

	1.	 	Provide required periodic reporting to AT&T:

	 	 	Deliver analysis of AT&T provided Weekly/Monthly Score Card Results, to AT&T with root cause
analysis of metrics, as requested by AT&T. Supplier shall provide required data requested
by AT&T for the completion of the Score Card Results.

	 	 	Daily incoming 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 eCRM/PDM, eCRM/PDM CC#, Date entered into LIFE, LIFE order number, Date into
SWF, SWF number, Expected completion date, Actual completion date, orders held, orders
rejected back to AT&T’s’ sales/originator, orders in WIP/Backlog, Touchpoints missed by
individual touchpoint, SWF past due, completed past due
	 
	 	 	Daily On-time Performance Reports
	 
	 	 	Supplier will utilize and leverage tools on a daily basis as to minimize aging of orders and
provide AT&T a weekly WIP 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
	 
	 	 	Stewardship look ahead reports including OTP, cycle times, WIP backlog and other business
metrics.
	 
	 	 	Headcount listing, organizational charts and escalation contact lists.
	 
	 	 	Others as deemed necessary by 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.

 

 

 

Agreement No. 20070105.006.S.001

Local Programs

Local Statement of Work

22 January 2007

Page 22 of 36

	6.	 	Supplier shall pro-actively manage its resources down to the individual level (Monthly P3
Results/Reviews) in a format satisfactory to AT&T.

	7.	 	Supplier’s Program Manager 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.

	8.	 	A quarterly review of Program content and implementation will be performed between AT&T’s
Project Manager and Supplier’s Program Manager. [*] operational calls will also be held
between the AT&T and Supplier’s Program Managers. AT&T may request [*] reviews when business
results and metrics warrant. These reviews will be conducted at the convenience of both
parties.

	9.	 	Supplier shall use the appropriate Supplier’s project management tools and reporting 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. Supplier, at its’ sole expense, shall design
and implement such systems and tools as Supplier deems necessary to support the Work.

			
	Prime	 	E. Direct Measures of Quality (DMOQs)/Service Level Agreements (SLA)

Supplier shall comply with the Targets as provided by AT&T. AT&T reserves the right to change the
targets at any time by providing written notice 45 days in advance to Supplier. Supplier shall
implement processes and controls as to manage results to the DMOQs. AT&T and Supplier will utilize
the SLAs for monthly production scorecard purposes.

			
	Prime	 	F. Hours / Days of Operation

Supplier shall provide Prime services [*], from 8:00 AM until 5:00 PM in each time zone as required
by Customer accounts.

When necessary, Supplier will ensure OS and management participation on all ports, cuts, customer
or AT&T calls, meetings, outages and other AT&T business needs that take place or fall outside of
the standard 8:00 AM to 5:00 PM business hours. In addition, whenever a critical business need
arises outside of normal business hours, Supplier will work collectively with AT&T to provide
services as necessary.

			
	Prime	 	G. Volume and Forecasting Process for Prime

AT&T anticipates it will generate a volume of Work for Supplier to staff [*] Order Specialist FTE’s
(subject to AT&T’s written request and written approval). Supplier agrees to provide such Order
Specialists as requested and approved by AT&T in writing per the following notification. For
headcount increases, Supplier shall provide such increased headcount within [*] days, but no
greater than [*] days. Supplier shall not invoice AT&T for any such decreased
headcount after the effective date of such headcount reduction stated in the written notice. AT&T
reserves the right at anytime, in its sole discretion, to make increases or decreases to said
figure in writing, for any reasons whatsoever, including without limitation the following
conditions: account movement, performance issues, changes in volume growth, and impacting
technical and system enhancements to Local Ordering processes which would impact the requirement of
human intervention. Supplier agrees to implement such increases or decreases as directed by 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.

 

 

 

Agreement No. 20070105.006.S.001

Local Programs

Local Statement of Work

22 January 2007

Page 23 of 36

Notwithstanding the above referenced anticipated volume and forecasts, Supplier acknowledges that
AT&T has no commitment or obligation to furnish work or compensation to Supplier and Supplier
accepts the economic risks that volumes may vary substantially upward or downward of any AT&T
forecasts. Supplier further acknowledges that AT&T’s sole obligation shall be to pay for work
actually performed and that AT&T has no responsibility for Supplier’s refresher, continuation or
attrition training costs.

			
	Prime	 	H. Training Requirements

Duration is approximately [*] for new hires.

General Overview

The training module is a key component of the Local project plan, and shall include the following:

Prime Standalone MAC-D — [*] Duration

ABN— [*] Duration

One Net — [*] Duration

PWOT

UNEP

System training

Customer Care Soft Skills

Escalations/Expedites

DMOQ/Metrics

Project Management

IOM

Other AT&T systems as may be identified by AT&T

Supplier shall recruit, train and staff OS’s pursuant to AT&T’s written authorization. AT&T
reserves the right, in its sole discretion, to change any items and Supplier agrees to adhere to
such changes.

AT&T currently has various training programs in place for the OS and OS positions. AT&T will
provide the first such training programs to the Supplier, and Supplier agrees that:

	 	•	 	Supplier must guarantee that a designated trainer or supervisor from their team will
attend these classes, at no charge 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.

 

 

 

Agreement No. 20070105.006.S.001

Local Programs

Local Statement of Work

22 January 2007

Page 24 of 36

	 	•	 	Supplier will then assume full responsibility for training their resources from that
point forward.

AT&T will provide the necessary job aides to enable the Supplier to accurately complete ordering
screens, system access, and training materials.

Personnel Qualifications

Supplier OS’s are required to be proficient in both basic voice communications and customer care
skills. At a minimum the Supplier’s associates should have:

	 	•	 	Knowledge of Local voice communications

	 	•	 	Customer care skills (e.g., handling irate customer etc.)

	 	•	 	An understanding of how the service works and the various components

	 	•	 	Professional telephone skills

	 	•	 	Professional handling and resolution of customer dissatisfactions/objections. Note:
Increased emphasis should be placed on achieving very low order defect rates and virtually
eliminate work center rework.

	 	•	 	Project management skills

Post-Training Support:

If some additional level of support is required after formal training has taken place, AT&T will
work collectively with the Supplier to provide these resources as necessary.

System IDs, Passwords, Logins, Connectivity Testing Procedures

AT&T will supply necessary IDs and both parties will designate a SPOC (“Single Point of Contact”)
to work through ID issues.

Training Locations

Training to take place at Supplier’s Work Location in Greeley, CO.

For changes in Supplier’s training location that is initiated by Supplier, Supplier shall assume
all travel expenses for Supplier’s employees.

Function #4: LOCAL PRIVATE LINE (Data)

			
	Data	 	C. Supplier’s Responsibilities

Data Order Specialist (“OS”) Function

Production:

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.S.001

Local Programs

Local Statement of Work

22 January 2007

Page 25 of 36

For the orders assigned to the Supplier by AT&T’s Local CRM, the Supplier will carry out the
production functions listed below, managing to completion the greatest number of orders possible.

	1.	 	Data gathering: Work with AT&T’s AE (Account Executives) and other AT&T personnel and
customers and vendor to obtain and verify the required customer, service and Customer Premise
Equipment (“CPE”) information required in the MQDS (Minimum Quality Data Set) to assure clean
data-flow through the ordering systems. OS will review contract/ CSR/ Letter of Authorization
profitably tool and MDS package, OS needs to review for accuracy, work with sales person,
customer and their vendor to verify package for accuracy and complete the technical
information as required to complete the order.
	 
	2.	 	Order placement:

	 	A.	 	Using appropriate AT&T Local systems; enter and check for accuracy, service requests.

	 
	 	 	 	Supplier’s OSs will be responsible for entering and tracking all orders in the Integrated
Order Manager (“IOM”) and End to End Flow-through Management System (“EFMS”) systems and
ensuring all jeopardies are cleared by their OSs and/or the appropriate work center, and
notifying sales and/or the customer if any jeopardy is due date affecting. The IOM/EFMS
system will be one of the means used to track Supplier’s performance for SLA Scorecard
purposes.
	 
	 	B.	 	Manage service requests to system acceptance.
	 
	 	C.	 	Communicate status to AT&T Sales, customer, vendor, and work centers
	 
	 	D.	 	Keep EFMS and other AT&T systems updated
	 
	 	E.	 	Expedite installation schedule as appropriate escalating to get dates back on track
when missed.

	3.	 	Project management:

	 	A.	 	Employ tracking tools. Check and record key project dates.

	 
	 	B.	 	Proactively track orders.
	 
	 	C.	 	Work cooperatively and communicate regularly with ALS work centers responsible for
service installation.
	 
	 	D.	 	Proactively manage and track all critical dates and events in the ASR and EFMS system,
and other related provisioning and tracking systems.
	 
	 	E.	 	Escalate on missed due dates as appropriate.
	 
	 	F.	 	Coordinate service delivery and access cut dates between AT&T, customer, vendor, and
LEC as required.
	 
	 	G.	 	Coordinate with any related order activity (e.g., intercity, remote end, core
circuits).
	 
	 	H.	 	OS will set up both the 72 hour call and the night of cut call. OS will create the cut
sheet for use on the 72 hour call and participate on the 72 hour call. OS will be
available via cell phone or pager for the cut call if a problem arises.
	 
	 	I.	 	OSs and Management participates via phone, in outages
	 
	 	J.	 	Management participates via phone, in customer calls as required
	 
	 	K.	 	Close provisioning project
	 
	 	L.	 	Adhere to the standard AT&T Local Customer Touchpoints Requirements shown below.

	4.	 	First bill review

	 	A.	 	Preview first bill for correctness.

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.S.001

Local Programs

Local Statement of Work

22 January 2007

Page 26 of 36

	 	•	 	To preview billing system for errors, drive corrections with billing system
agent and perform subsequent previews until the billing system information is
correct.

	 	•	 	Supplier’s OSs will be responsible for conducting a full first Bill Review with
the customer to ensure billing accuracy and completeness.

	 	•	 	If the bill is incorrect or if credits need to be applied, it is the
responsibility of the Supplier’s OS to work with AT&T’s sales channels to issue the
appropriate corrections, prior to the start of the next billing cycle.

Prior to order issuance, Supplier will be responsible for retrieving reports to verify that all
order information to be placed is correct and ensuring that the order completes within the required
timeframe. Supplier also will monitor orders for jeopardy status, manage to meet established AT&T
Local CRM Individual Performance Objectives (IPO’s) and adhere to the AT&T’s Customer Touch Points
Requirements shown below. In the event a jeopardy situation occurs, Supplier will work to
troubleshoot and resolve the issue within a reasonable timeframe.

Touchpoint Requirements 

Supplier must complete the Orders in accordance with the Customer Touchpoints and Sales Touchpoints
requirements shown below. “Completion” is defined as Supplier’s OS entered the Order into AT&T’s
IOM/EFMS systems, or other system(s) as may be designated by AT&T, and completion of the Sales
Touchpoints noted below and all of the following 7 Customer Touchpoints in EFMS. It is not
acceptable to wait until the order completes and retroactively complete the touchpoint:

Customer Touchpoint #1 — Introduction Conference Call and Letter: Within [*] of
order assignment, Supplier’s OS will send a letter and/or email and place a follow-up phone
call to the customer to indicate that they have been assigned as the OS to work the order
and schedule the data gathering call. If the order is cancelled or is to be cancelled,
Supplier’s OS will notify the customer of the cancellation reason. If additional
information is required, the Supplier’s OS will explain what information is missing or
incorrect, what is required to proceed and why. If the order is to proceed, Supplier’s OS
will then conduct the data gathering call with customer and other stakeholders as
appropriate such as the client’s vendor and Supplier’s OS will provide an email or letter to
customer confirming the items and or services ordered; and

Customer Touchpoint #2 — Confirmation Letter: Within [*] of receiving Engineering
Out Date, Circuit Assignments and ASR numbers, Supplier’s OS will provide this information
to the customer and/or vendor and/or AE and/or other stakeholder as previously agreed to;
and

Customer Touchpoint #3 — FOC Confirmation: Within [*] of receipt of a firm order
confirmation from the local exchange carrier, Supplier’s OS sends an e-mail and places a
follow-up call to the customer and/or other stakeholders as agreed to or as appropriate
advising them of the installation and tentative port dates that they can expect for their
services to be turned up and provide the ASR number; and

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.S.001

Local Programs

Local Statement of Work

22 January 2007

Page 27 of 36

Customer Touchpoint # 4 — Test and Turn-up Letter: Within [*] of circuit
installation,

Supplier’s OS emails the customer and/or other stakeholders as agreed to or as appropriate
and follows up with a phone call to the customer informing them of the completion of the
circuit installation, the date their vendor and the AT&T technician will be at the customer
location to test and turn-up the circuit, inform the customer of their LEC confirmed port
date and provide the customer the cut plan stressing the importance of reviewing and
following the information contained in the document; and

Customer Touchpoint # 5 — Order Completion: One day after cutover, the OS places a
phone call and emails the customer and/or other stakeholders as appropriate to confirm that
a successful test and turn-up has taken place, verifies that their service is working and
thanks them for their business. If the cut was not successful, the Supplier’s OS will
engage resources as required to fix the problem to drive a successful cut and satisfy the
customer; and

Customer Touchpoint # 6 — Customer Not Ready: In the event of a Customer Not Ready
(CNR) situation, the Supplier’s OS will place a phone call and email the customer and/or
other stakeholder as agreed to or appropriate to reschedule the completion of the service
installation and inform the customer of the tariffed CNR billing policy; and

Customer Touchpoint #7 — Bill Review/Completion Survey: Within [*] days of order
acceptance, Supplier’s OS ensures that a First Bill Review takes place with the customer or
other designated representative, the customer agrees with the billing data and request that
the customer fill out a satisfactory survey. If the customer does not agree with the
billing data, the Supplier’s OS will engage resources as required to remedy and resolve the
billing errors.

Customer Touchpoints #1, #2, #3, #4, #5 and #7 must always be completed. Customer
Touchpoint #6 is only conducted in the event of a Customer Not Ready situation. Customer
Touchpoints may be measured for compliance via AT&T’s IOM/EFMS systems, or other system(s)
as may be designated by AT&T and used for performance, compliance, SLA and other measurement
and reporting purposes as designated by AT&T.

For tracking and SLA purposes, AT&T and Supplier will use [*], but it is AT&T’s expectation
and Supplier agrees to have its OSs and employees conduct touchpoint within [*] of trigger.
This shall apply to all touch points shown above.

Supplier OSs shall also perform the following 5 Sales Touchpoints, except as noted in the
last paragraph of this section. These Sales Touchpoints take place before Customer
Touchpoints.

Sales Touchpoint #1 Initial MDS Reply: Performed when an incomplete or inaccurate
MDS is received. Within [*] of order assignment, Supplier’s OS will send a letter and/or
email and place a follow-up phone call to AT&T sales if the MDS is incomplete or inaccurate
to obtain the correct information to proceed with the order; and

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.S.001

Local Programs

Local Statement of Work

22 January 2007

Page 28 of 36

Sales Touchpoint #2 MDS Acceptance: Performed when a complete and accurate MDS is
received and accepted. Within [*] of order assignment, Supplier’s OS will send a letter
and/or email and place a follow-up phone call to AT&T sales to inform the AE that the MDS is
accurate, complete and has been accepted; and

Sales Touchpoint #3 MDS Rejection: Performed when a MDS package is rejected. Within
[*] of order assignment, Supplier’s OS will send a letter and/or email and place a follow-up
phone call to AT&T sales if the if the MDS package is going to be rejected and why; and

Supplier’s OSs will always conduct Sales Touchpoint #2. Supplier’s OSs will only conduct
Sales Touchpoints #1 and #3 if required based upon the underlying event or trigger
occurring.

			
	Data	 	D. 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.

	1.	 	Provide required periodic reporting to AT&T:
	 
	 	 	Deliver analysis of AT&T provided Weekly/Monthly Score Card Results, to AT&T with root cause
analysis of metrics, as requested by AT&T. Supplier shall provide required data requested
by AT&T for the completion of the Score Card Results.
	 
	 	 	Daily incoming 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 eCRM/PDM, eCRM/PDM CC#, Date entered into LIFE, LIFE order number, Date into
SWF, SWF number, Expected completion date, Actual completion date, orders held, orders
rejected back to AT&T’s’ sales/originator, orders in WIP/Backlog, Touchpoints missed by
individual touchpoint, SWF past due, completed past due
	 
	 	 	Daily On-time Performance Reports
	 
	 	 	Supplier will utilize and leverage tools on a daily basis as to minimize aging of orders and
provide AT&T a weekly WIP 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
	 
	 	 	Stewardship look ahead reports including OTP, cycle times, WIP backlog and other business
metrics.
	 
	 	 	Headcount listing, organizational charts and escalation contact lists.
	 
	 	 	Others as deemed necessary by AT&T.
	 
	2.	 	Supplier shall pro-actively manage its resources down to the individual level (Monthly P3
Results/Reviews) in a format satisfactory to AT&T.
	 
	3.	 	Supplier’s Program Manager 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.

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.S.001

Local Programs

Local Statement of Work

22 January 2007

Page 29 of 36

	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 will also be held
between the 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.

	5.	 	Supplier shall use the appropriate Supplier’s project management tools and reporting 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. Supplier, at its’ sole expense, shall design
and implement such systems and tools as Supplier deems necessary to support the Work.

			
	Data	 	E. Direct Measures of Quality (DMOQs) and Service Level Agreements

Supplier shall comply with the Targets as provided by AT&T. AT&T reserves the right to change the
targets at any time by providing written notice [*] in advance to Supplier. Supplier shall
implement processes and controls as to manage results to the DMOQs. AT&T and Supplier will utilize
the SLAs for monthly production scorecard purposes.

			
	Data	 	F. Hours / Days of Operation

Supplier shall provide Data services [*], from 8:00 AM until 5:00 PM in each time zone as required
by Customer accounts.

When necessary, Supplier will ensure OS and management participation on all ports, cuts, customer
or AT&T calls, meetings, outages and other AT&T business needs that take place or fall outside of
the standard 8:00 AM to 5:00 PM business hours. In addition, whenever a critical business need
arises outside of normal business hours, Supplier will work collectively with AT&T to provide
services as necessary.

			
	Data	 	G. Volume and Forecasting Process

AT&T anticipates it will generate a volume of Work for Supplier to staff [*] Order Specialist FTE’s
(subject to AT&T’s written request and written approval). Supplier agrees to provide such Order
Specialists as requested and approved by AT&T in writing per the following notification. For
headcount increases, Supplier shall provide such increased headcount within [*] days. Supplier
shall not invoice AT&T for any decreased headcount after the effective date of such headcount
reduction stated in the written notice. AT&T reserves the right at anytime, in its sole
discretion, to make increases or decreases to said figure in writing, for any reasons whatsoever,
including without limitation the following conditions: account movement, performance issues,
changes in volume growth, and impacting technical and system enhancements to processes which would
impact the requirement of human intervention. Supplier agrees to implement such increases or
decreases as directed by 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.

 

 

 

Agreement No. 20070105.006.S.001

Local Programs

Local Statement of Work

22 January 2007

Page 30 of 36

Notwithstanding the above referenced anticipated volume and forecasts, Supplier acknowledges that
AT&T has no commitment or obligation to furnish work or compensation to Supplier and Supplier
accepts the economic risks that volumes may vary substantially upward or downward of any AT&T
forecasts. Supplier further acknowledges that AT&T’s sole obligation shall be to pay for work
actually performed and that AT&T has no responsibility for Supplier’s refresher, continuation or
attrition training costs.

			
	Data	 	H. Training Requirements

General Overview

Duration: Approximately [*]

AT&T Local Data Products and Services

Stargems

Overview of other related systems such as USRP and PLOT

Overview of Local Data DMOQs/Metrics

AT&T currently has various training programs in place for the Data OS position. AT&T will provide
the first such training programs covering the topics above to the Supplier, and Supplier agrees
that:

	 	•	 	Supplier must guarantee that a designated trainer and supervisor from their team
will attend these classes, at no charge to AT&T.

	 	•	 	Supplier will then assume full responsibility for training their resources from that
point forward.

AT&T will provide the necessary job aides to enable the Supplier to accurately complete ordering
screens, system access, and training materials.

Training Locations

Training to take place at Supplier’s Work Location in Greeley, CO.

For changes in Supplier’s training location that is initiated by Supplier, Supplier shall assume
all travel expenses for Supplier’s employees.

THE FOLLOWING GENERAL SECTIONS

APPLY TO ALL LOCAL PROGRAMS:

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.S.001

Local Programs

Local Statement of Work

22 January 2007

Page 31 of 36

	I.	 	Holidays

Contractor shall not perform nor invoice for work on Company’s observed holidays shown below unless
requested by Company in writing. If such holiday(s) are approved by Company in writing, Contractor
shall invoice Company pursuant to the Holiday Rate shown in Section VIII — PRICING.

[*Holidays]

	J.	 	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 [*] 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 twenty [*]
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.

	K.	 	Staffing Requirements

Supplier shall provide sufficient resources equivalent in knowledge and skill sets as they pertain
to AT&T’s Local CRM OS (Order Specialist) position based on the forecasting requirements shown in
the respective Sections G “Volume and Forecasting”.

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

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
Local DMOQs, upon receipt of such DMOQ’s from AT&T. 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.

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.S.001

Local Programs

Local Statement of Work

22 January 2007

Page 32 of 36

Staffing Control

AT&T may, at any time, request immediate removal and replacement of any OS, or other employee of
Supplier (e.g. trainers, supervisors, etc.) for performance reasons. Supplier shall, at Supplier’s
sole expense, remove and replace such OS or employee(s). Supplier shall not reassign such OS or
employee(s) to any AT&T Program(s).

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

	L.	 	Workforce Management Plan

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

	M.	 	Tracking Expectations

Supplier’s OSs will be responsible for entering and tracking all orders in Local order tracking
system(s) or other systems as designated by AT&T, and ensuring all jeopardies are cleared by their
OSs and/or the appropriate work center, and notifying AT&T’s sales organization and/or the customer
if any jeopardy is due date affecting. The eCRM/PDM system will be one of the means used to track
Supplier’s performance for SLA Scorecard.

Prior to order issuance, Supplier shall be responsible for retrieving reports to verify that all
orders placed are correct and ensuring that the order completes within the required timeframe
Supplier shall monitor orders for jeopardy status, manage to meet established AT&T Local Individual
Performance Objectives (IPOs) and adhere to the AT&T’s Customer Touch Points Requirements. In the
event a jeopardy situation occurs, the Supplier OSs will work to troubleshoot and resolve the issue
within a reasonable timeframe.

	N.	 	Monitor and Control Plans

Change Control Procedures

Overview

The purpose of the Change Control Plan is to plan for the administration of changes to any order
within any Program. The plan will identify the procedures for receiving, documenting,
implementing, tracking and analyzing the impact of change on all aspects of the project, including
schedule, performance and cost.

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.S.001

Local Programs

Local Statement of Work

22 January 2007

Page 33 of 36

	1.	 	All changes to the original scope, schedule or specifications of the project must be
channeled through a designated AT&T single point of contact (SPOC) as identified by the
AT&T Local CRM and the Supplier. The respective SPOCs will be the only individuals who have the
authority to agree to make changes to the project. However, under normal circumstances, no
action will be taken to respond to the request until AT&T has reviewed and provided written
approval for the proposed change.

	2.	 	Any change requests must be submitted in writing by having the respective SPOC initiate a
Change Request document. This document must clearly state the nature of the change requested,
including its impact on the scope and schedule (if known). Supplier shall not make any
changes unless AT&T provides its express written approval.
	 
	O.	 	Work Locations

Supplier shall perform the Work at Supplier’s location in Greeley, CO.

	P.	 	Automation Support

If requested by AT&T, Supplier shall support the testing, certification, implementation and changes
of AT&T platforms, tools and other systems or support other activities and tasks as requested in
writing by AT&T. For these activities, AT&T at its’ sole discretion, will compensate Supplier on
FTE basis, that is, per dedicated headcount per month. .

	Q.	 	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.

In support of AT&T’s security and integrity initiatives, 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 shall
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.

	R.	 	Productivity Improvement / Cost Reduction

During the term of this Order, AT&T will be implementing various order automation and
simplification initiatives. This includes electronic handoff, and various new and modified
ordering platform and systems. Supplier shall implement such initiative and all associated cost
reductions shall be immediately applied to all charges by Supplier invoiced to AT&T, per the
applicable rates listed in Section VIII PRICING.

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.S.001

Local Programs

Local Statement of Work

22 January 2007

Page 34 of 36

In addition, 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
VIII PRICING 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.

	S.	 	Operational Control Compliance Provision

For all services that Supplier performs for AT&T, Supplier shall be responsible for successfully
passing all testing, audits and the specific operational controls (collectively “Control(s)”)
outlined in the attached Exhibit A of this Order.

If Supplier’s performance fails to pass the Controls that are conducted by either AT&T’s team, or
by AT&T’s third party auditor(s), or AT&T’s internal auditors, (collectively, “AT&T Auditors”),
then AT&T shall be entitled to receive a performance credit of $[*] deducted from Supplier’s
monthly invoice for each such failed Control. In addition Supplier shall also provide remediation
plans for each failed Control to AT&T in writing within 15 calendar days of AT&T’s identification
of such failure, for each failed Control.

Such remediation plans are subject to AT&T’s written approval, and shall outline the method that
Supplier shall use to correct the failures and allow for successful passing of the Controls during
subsequent retesting conducted by AT&T’s Auditors by the next testing period.

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.S.001

Local Programs

Local Statement of Work

22 January 2007

Page 35 of 36

Supplier’s implementation of such remediation plans shall not limit AT&T’s rights to receive the
above described performance credit, not to exceed $[*] of Supplier’s monthly invoice for the month
of the Control failure(s), to be issued as a credit to AT&T in the subsequent month’s invoice. If
Supplier’s remediation fails, then AT&T reserves the right to receive an additional performance
credit of $[*] from the invoice for the month the remediation failure occurred.

For example, during March, if Supplier fails one of the five Controls outlined in Exhibit A, as
determined by AT&T’s Auditors, then AT&T shall be entitled to a $[*] performance credit applied
to all charges incurred by AT&T for March (Or for example, if two missed controls $[*] = $[*] x
2).

If Supplier remediates the failure in April, AT&T, at its sole discretion, may waive such
performance credit. If AT&T does not waive such performance credit, Supplier shall apply a
performance credit equal to $[*] from the March charges on Supplier’s invoice issued in April.

If Supplier does not remediate the failure in April, AT&T, at its sole discretion, may impose an
additional $[*] performance credit from the March charges that shall be applied to the invoice
issued from Supplier to AT&T in May.

	T.	 	AT&T/Supplier Contact List

AT&T shall provide contacts prior to the execution date of a potential agreement.

	 	 	 	 	 
	Name	 	Title	 	AT&T / Supplier
	[*]
	 	Group Manager

	 	AT&T
	[*]
	 	Director, Client Services

	 	Supplier

	U.	 	Escalation Procedures

Supplier is wholly responsible for all escalations (provisioning activity requested in an
accelerated timeframe and requiring the intervention of Executive Management) resulting from orders
submitted by Supplier ORDER SPECIALISTS and must follow AT&T’s Escalation and Exception Process.

AT&T CRM (“Customer Relationship Management”) Executive 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 current process will be communicated to Supplier via email notification
and/or Alerts posted on the AT&T’s websites and becomes Supplier’s responsibility to ensure
communication, training, and compliance by all Order Specialists.

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.S.001

Local Programs

Local Statement of Work

22 January 2007

Page 36 of 36

Supplier shall provide one (1) Escalation Manager responsible for ensuring compliance of the
Process and assisting ORDER SPECIALISTs in this effort. Supplier agrees to add additional
Escalation Managers upon AT&T’s written request.

	V.	 	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 and data connectivity equipment
	 
	•	 	Work stations for remote access to AT&T systems. Must be (minimum) Pentium processor with 128Mb of RAM
	 
	•	 	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. AT&T/Supplier System access shall be determined by
AT&T at its sole discretion.

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.Filed by Bowne Pure Compliance

 

EXHIBIT 10.95

 

Work Order

No. 20070105.006.S.006

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 omissions.

 

 

 

Work Order No. 20070105.006.S.006

Work Order No. 20070105.006.S.006

This Work Order (hereinafter called “Order”), effective on the date when signed by the last
Party (“Effective Date”), is by and between StarTek, Inc., a Delaware corporation (“StarTek”), and
AT&T Services, Inc., a Delaware corporation (“AT&T”), each of which may be referred to in the
singular as “Party” or in the plural as “Parties.”

WHEREAS, StarTek and AT&T entered into Agreement No. 20070105.006.C on January 26, 2007 (the
“Contact Call Center Agreement,” hereinafter called the “Master Agreement"); and

WHEREAS, StarTek and AT&T desire to issue a supplementary Order to the Master Agreement
specifically regarding StarTek’s services for WildBlue, Inc., as hereinafter set forth;

Now, THEREFORE, in consideration of the premises and the covenants hereinafter contained, the
Parties hereto agree as follows:

	I.	 	The Agreement — The parties agree that the definitions, terms and conditions of the
Master Agreement between StarTek and AT&T shall be applicable to all Services that are
authorized under this Order (hereinafter “the Work"), except to the extent changed by this
Order.
	 
	II.	 	TERM — This Order applies to all Work hereunder during the Term of
the Master Agreement.
	 
	III.	 	AT&T’s Program Representatives are as follows:

[*], Associate Director

Product Development

AT&T Operations, Inc.

3707 S. 2nd St., Rm WCA-030

Austin, TX 78704

[*]

[*]

[*]

Sr. Project Manager

AT&T Internet Services

750 W. John Carpenter Fwy, Rm 820C

Irving, TX 75039

[*]

[*]

Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Startek, their Affiliates and their

third party representatives, except under written agreement by the contracting Parties.

 

Page 2 of 6

 

Work Order No. 20070105.006.S.006

	IV.	 	AT&T’s Contract Representative is as follows:

[*]

Senior Contract Manager

AT&T Services, Inc.

530 McCullough, Rm 2-M-03

San Antonio, TX 78215-2104

Phone: [*]

Email: [*]

	V.	 	StarTek’s Representative is as follows:

[*], Program Director

WildBlue Client Services

StarTek, Inc.

44 Cook St., Suite 400

Denver, CO 80206

Email: [*]

Phone: [*] (Office)

[*]

Director — Client Services

44 Cook Street

Denver, CO 80206

Phone [*]

Email: [*]

	VI.	 	Scope of Work Order
	 
	 	 	AT&T has an Agreement for Resale Satellite Internet Service in effect with WildBlue, Inc.,
and is presently revising it into a Restated Agreement for Resale Satellite Internet Service
(the “Resale Agreement"). WildBlue has entered into a separate Agreement with StarTek to
provide Tier I and II customer care for each customer to whom AT&T sells the WildBlue
satellite-based broadband Internet access service (hereinafter “AT&T’s Subscribers") under
the Resale Agreement. StarTek’s provision of customer care will require it to access AT&T’s
network, customer care tools described hereunder, and confidential and proprietary data (all
hereinafter called “AT&T Data"). This Work Order addresses StarTek’s agreement with AT&T to
access the AT&T Data.
	 
	VII.	 	General Authorization
	 
	 	 	This Order is to authorize StarTek’s access to AT&T Data. This authorization is provided to
allow StarTek to provide Tier I and II customer care support to AT&T’s Subscribers on behalf
of WildBlue, Inc. This confidential access is being set out in more specific detail than the
“Master Agreement,” pertains only to WildBlue, Inc. and its subcontractors under the Resale
Agreement, and does not apply to other Orders under the Master Agreement.

Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Startek, their Affiliates and their

third party representatives, except under written agreement by the contracting Parties.

 

Page 3 of 6

 

Work Order No. 20070105.006.S.006

	VIII.	 	Master Data Connection Agreement
	 
	 	 	A Master Data Connection Agreement (“MDCA”) is in effect
between AT&T and StarTek. For purposes of access to AT&T Data pursuant to this Order,
StarTek will be required to sign an MDCA Connection Supplement promptly after the
Effective Date of this Order, and StarTek agrees to cooperate with AT&T’s Business
Security Department in that document production.
	 
	IX.	 	AT&T Subscribers
	 
	 	 	This Order is to facilitate StarTek’s Work on behalf of WildBlue in serving AT&T’s
Subscribers, assisting WildBlue’s subcontractor DSI in their installation of antennas,
transceivers and satellite modems (all such equipment hereinafter “CPE”) at AT&T
Subscribers’ premises. Inquiries from DSI or WildBlue about an AT&T Subscribers’ account or
other AT&T Subscriber information which is located at or in the possession of AT&T can be
answered by StarTek with their access to AT&T Data authorized by this Order.
	 
	X.	 	No Compensation
	 
	 	 	No compensation shall be paid as a result of this Order, nor shall any invoicing be
necessary. All Work by StarTek pursuant to or enabled by this Order shall be on behalf of
WildBlue, and any compensation for same shall be paid to StarTek by WildBlue and not by AT&T.
	 
	XI.	 	Customer Care Tools
	 
	 	 	Among other AT&T Data to which StarTek shall have access under this
Order will be AT&T Customer Care Tools, which StarTek will use in order to handle the
technical support for AT&T Subscribers related to the AT&T Yahoo! portion as well as other
portions of AT&T Subscribers’ service. The Customer Care Tools listed here are not exclusive;
there may be other such Tools added in the future under this Order by agreement of AT&T, and
it shall not be necessary to amend this Order in order to add such additional Customer Care
Tools. Customer Care Tools that are to be accessible to StarTek immediately are the
following:

	 	a.	 	Password Reset Tool - located on AT&T Corporate Network -
This Tool is used to reset a Subscriber’s password and provides the ability
to perform a password reset on both the primary and sub-account Subscriber
IDs. The tool will generate the password randomly and provide it to the
agent via a confirmation screen along with the phonetic spelling;
	 
	 	b.	 	Yahoo! AMT - located on AT&T Corporate Network — The
Account Management Tool (“AMT”) provides the ability to troubleshoot
specific properties of an AT&T Yahoo! account. The AMT allows the agent to
view the Subscriber’s status in a read-only view. Additionally, the agent
must obtain explicit permission from the Subscriber prior to accessing their
AT&T Yahoo! email account.

Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Startek, their Affiliates and their

third party representatives, except under written agreement by the contracting Parties.

 

Page 4 of 6

 

Work Order No. 20070105.006.S.006

	 	c.	 	Port 25 Mail Filter Tool - located on ATTIS network -
Port 25 is a gateway that most computers use to send email. That is because
a technical specification called Simple Mail Transfer Protocol (“SMTP”),
which lets people send and receive email, operates on the port. Agents use
this tool to help cut down the amount of spamming and viruses that are,
unknowingly, sent by Subscriber computers already infected by viruses.
	 
	 	d.	 	Yahoo! Escalation Tool - located on AT&T Corporate
Network — This Tool is used to escalate unresolved Yahoo! related
troubleshooting issues to Yahoo!, by creating a ticket within the Tool that
is routed to Yahoo!.
	 
	 	e.	 	Agent Facing Support Site (“AFSS”)- located on AT&T
Corporate Network — This website is used by agents to access the technical
tools listed above, view troubleshooting simulators, articles and
procedures, and agents can also perform specific category searches on the
site for detailed troubleshooting steps.

	XII.	 	Master Agreement Compliance
	 
	 	 	Entered here as a matter of emphasis only, StarTek shall specifically comply with the
confidentiality-related provisions of the Master Agreement, in which StarTek is referenced as
“Supplier” and in which AT&T Subscriber is referenced as “Customer,” acknowledging that the
Services under the Master Agreement are somewhat different than those under this Order. Those
emphasized provisions include the following:

	 	a.	 	Section 3.16, Information;
	 
	 	b.	 	Section 4.3 Electronic Privacy Policy;
	 
	 	c.	 	Section 4.4 Customer Content, although the “script”
provisions shall not apply to this Order;
	 
	 	d.	 	Section 4.9, Information — Customer;
	 
	 	e.	 	Section 4.15, Requirements for Access to AT&T’s System(s)
and/or Databases;
	 
	 	f.	 	Appendix G — Worker Agreement. This Worker Agreement
must be signed by any StarTek employee or contractor having access to AT&T
Data under this Order; and
	 
	 	g.	 	Appendix AA — Background Checks.

	XIII.	 	Cancellation for Default
	 
	 	 	In the event there is a breach or default by StarTek, then in
addition to all other rights and remedies which AT&T may have at law
or in equity, AT&T shall have the right to immediately cancel this
Order by providing written notice to StarTek, without any charge to,
obligation of or liability to AT&T.
	 
	XIV.	 	Master Agreement Not Applicable
	 
	 	 	Certain sections of the Master Agreement do not apply in full to this
Order, and are as follows:

	 	a.	 	Any provisions that pertain specifically to StarTek
providing “Call Center Services;”

Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Startek, their Affiliates and their

third party representatives, except under written agreement by the contracting Parties.

 

Page 5 of 6

 

Work Order No. 20070105.006.S.006

	 	b.	 	Delivery and Acceptance;
	 
	 	c.	 	Appendix A — Description of Services and Deliverables;
	 
	 	d.	 	Appendix B — Price(s); and
	 
	 	e.	 	Appendix C — Prime Supplier MBE/WBE/DVBE Participation
Plan.

In addition, the Parties hereto agree to use a common sense approach in determining those
additional provisions and details of the Master Agreement that may not apply to this Order.

IN WITNESS WHEREOF, the Parties have caused this Work Order No. 20070105.006.S.006
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:

	 	 	 	By:	 	 
	 

	 	 
	 	 	 	 
	 
	 	 	 	 	 	 
	Printed Name:

	 	 	 	Printed Name:	 	 
	 

	 	 
	 	 	 	 
	 
	 	 	 	 	 	 
	Title:

	 	 	 	Title:	 	 
	 

	 	 
	 	 	 	 
	 
	 	 	 	 	 	 
	Date:

	 	 	 	Date:	 	 
	 

	 	 
	 	 	 	 

Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Startek, their Affiliates and their

third party representatives, except under written agreement by the contracting Parties.

 

Page 6 of 6

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