Document:

EX-10.36 Home Services Provider Agreement

 

Exhibit 10.36

CONFIDENTIAL TREATMENT REQUESTED — EDITED COPY

**** Certain confidential information contained in this document has been
omitted and filed separately with the Securities and Exchange Commission
pursuant to Rule 24-b-2 of the Securities Exchange Act of 1934, as amended.

Omissions are designated as [****].

DIRECTV, INC.

2007 HOME SERVICES PROVIDER AGREEMENT

This Home Services Provider Agreement (including all Exhibits and Schedules hereto, this
“Agreement”) is entered into this first (1st) day of May, 2007 (the “Effective Date”), between
DIRECTV, Inc., a California corporation (“DIRECTV”), and 180 Connect, Inc. (“Contractor”). DIRECTV
and Contractor may also be collectively referred to herein as the “Parties.”

R E C I T A L S

     A. DIRECTV is a provider of direct broadcast satellite (“DBS”) services to consumers which
include video, audio, data and other programming delivered via specialized satellite receiving
equipment.

     B. DIRECTV is also engaged in the business of selling digital satellite system equipment
consisting of a satellite antenna (including the LNB) and an integrated receiver/decoder (including
a remote control) (“DIRECTV System”), which is compatible and fully operable with DIRECTV’s DBS
services.

     C. DIRECTV and Contractor entered into that certain Sales Agency Agreement, as amended from
time to time (the “Sales Agency Agreement”), whereby Contractor became and continues to act as a
commissioned sales agent of DIRECTV in connection with DIRECTV’s DBS services.

     D. In addition, Contractor is engaged in the business of installing, servicing and maintaining
various consumer electronic products, including satellite systems.

     E. On December 29, 2000, DIRECTV engaged Contractor to perform installation and service work
with respect to the DIRECTV System (including any associated products DIRECTV and Contractor agree
that Contractor shall install) sold and rented by DIRECTV and to perform other services pursuant to
the specific terms of that Home Services Provider Agreement dated December 29, 2000 (the “Original
Agreement”).

     F. The Original Agreement has been amended as well as wholly replaced from time to time by the
Parties, the last replacement date being June 1, 2005 (the “2005 HSP Agreement”). The Parties
desire that the current 2005 HSP Agreement be terminated pursuant to the terms and conditions
hereunder and be replaced with this 2007 Home Services Provider Agreement (the “Agreement”) as of
the Effective Date; provided, however, that all covenants, conditions, rights and obligations of
both DIRECTV and Contractor which, by their terms or nature extend beyond the termination or
expiration of the 2005 HSP Agreement, shall survive its termination until fully performed.

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

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

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A G R E E M E N T

     1. Appointment of Contractor.

          a. Authority. DIRECTV hereby engages Contractor to provide services in the
installation and maintenance of DIRECTV System Hardware (the “Services,” or “Fulfillment Services”
when referring specifically to initial customer installation services only) as defined herein and
as identified in Exhibit l.a.i. attached hereto for DIRECTV customers located in areas
specified in Exhibit 1.a.ii. attached hereto, which services shall be performed in
accordance with this Agreement and a Work Order (as defined below) issued by DIRECTV in connection
therewith. Additional installation and/or maintenance services for DIRECTV-related products, other
products (each such service an “Additional Service”), shall be individually defined in a separate
Statement of Work, the rates for such Additional Services included, and shall be attached hereto
and incorporated herein as Exhibit 1.a.iii. Throughout the Term, this Agreement may be amended by
mutual agreement of the parties to include further Additional Services and such Additional Services
shall be provided by Contractor pursuant to the terms and conditions as shall be set forth herein
(Additional Services shall be referred to as “Services” throughout this Agreement). For purposes
of this Agreement, a “Work Order” shall mean an individual order issued by DIRECTV for each
Service, or series of Services. Each Work Order shall be subject to the terms of this Agreement
and the requirements of each applicable Statement of Work attachment.

          b. Limitation. Nothing herein shall be construed to grant Contractor any right or
authority to sell, solicit or take orders for DIRECTV’s DBS service, or otherwise act as a sales
agent or an agent of DIRECTV, or sell or rent a DIRECTV System either on its own behalf or on
behalf of D1RECTV.

          c. Commencement of Work. Notwithstanding any other provision herein, Contractor may
perform Services only upon: (i) receipt of a written or electronic Work Order from DIRECTV or its
authorized agent; (ii) receipt of the DIRECTV System specifically, identified by
D1RECTV for the DIRECTV customer, or notification that the DIRECTV customer has received the
DIRECTV System; (iii) coordination by Contractor directly with the DIRECTV customer for the
earliest convenient time to perform the applicable Services in connection with the DIRECTV System
and agreed upon hardware and antenna placement (subsequent to the scheduling of the appointment
window by DIRECTV); and (iv) confirmation by Contractor to DIRECTV of receipt of the Work Order and
scheduled time for provision of applicable Services, Under no circumstances, however, shall
Contractor delay the provision of any Services hereunder, or the scheduling of such Services
appointment, for the convenience of Contractor and/or its employees or agents. Initial appointment
coordination by Contractor with the DIRECTV customer shall also be used by Contractor to identify
any potential line of sight, landlord/tenant or other issues such that the technician shall be
provided with all necessary equipment or DIRECTV forms in ‘order to be able to properly complete
the Work Order. Furthermore and in accordance with the Statement of Work and the Policies and
Procedures, as defined in Section 2.f, Contractor shall, on the morning of the scheduled
appointment, contact each applicable DIRECTV customer with a reminder telephone call regarding the
time of the scheduled appointment.

          d. Work Orders. Contractor shall perform and provide the Services hereunder in
accordance with this Agreement, the applicable Work Order issued by DIRECTV or its authorized agent
and the applicable Statement of Work(s) as set forth in Exhibit l.a.iii.

          e. Reservation of Rights. Contractor expressly acknowledges and agrees that all
rights in and to the satellite transmission of DIRECTV’s DBS services, the DIRECTV System and the
renting, sale, installation and maintenance of the DIRECTV System are reserved to DIRECTV and
nothing in this Agreement shall be deemed to restrict in any manner the right or ability of DIRECTV
to distribute its DBS services or the DIRECTV System itself or through other parties, or provide
any Services to DIRECTV customers itself or through any other party.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

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          f. Allocations. Execution of this Agreement does not constitute or guarantee that any
Work Order(s) will be issued by DIRECTV or its authorized agent. DIRECTV may allocate any Work
Orders described hereunder among its agents, retailers and others in any manner it may choose.
Notwithstanding anything in this Agreement or the attached exhibits to the contrary, Contractor
acknowledges that this Agreement is non-exclusive and that Contractor is not guaranteed any minimum
number of installations or maintenance or other Service Calls on a per-DMA basis or otherwise.

          g. No Separate Business. This Agreement does not authorize Contractor to operate any
business or provide Services to others for its own account and is merely a contract for Services to
be provided to, and on behalf of, DIRECTV as ordered by DIRECTV, In no event shall any non-DIRECTV
authorized documents, advertisements, offers or promotions be provided by Contractor to DIRECTV
customers during the performance of the Services hereunder without prior written approval by
DIRECTV. Contractor is not required to pay any fees to DIRECTV to perform hereunder, although fees
payable by DIRECTV to Contractor pursuant to its performance hereunder may be subject to offsets or
recoupments as is more specifically set forth in section 4 of this Agreement. Contractor
acknowledges and agrees that DIRECTV customers are customers of DIRECTV, not Contractor.

     2. Contractor Administrative Responsibilities.

          a. Connectivity.

               (i) Scheduling/Management System. Contractor agrees that it will, at Contractor’s
expense, acquire, install and maintain on-line access to DIRECTV’s technician scheduling and
management systems as shall be identified by DIRECTV, necessary to establish and maintain such
on-line access for purposes of inputting and receiving Work Orders and other information from
DIRECTV, as soon as possible but in no event later than fourteen (14) days after DIRECTV makes such
connectivity available to Contractor. To the extent that Contractor elects to receive the DIRECTV
Work Order data and convert such data into Contractor’s own order management system, Contractor
agrees that all information provided by DIRECTV with respect to any Work Order shall remain and be
visible at the technician Work Order level. DIRECTV shall make available to Contractor a certain
number of (i) seat licenses, including any annual maintenance fee (each an individual “Seat
License”), and (ii) licenses for the use of any approved handheld, web-based device, (together, the
“Scheduling Software”) for the dispatching, and receipt of, Work Orders to Contractor personnel in
the field in order to perform the Services as set forth within this Agreement; provided, however,
that certain Seat Licenses may be deployed without the deployment and application of any handheld
devices, at the sole discretion of DIRECTV. Upon the launch of Siebel or any other successor
Scheduling Software to the current CSG platform, Contractor shall within a reasonable rollout
schedule, as shall be communicated by DIRECTV, outfit all employee technicians with a laptop
computer or other approved web-based, handheld device capable of receiving, modifying and closing
Work Orders in the field by such employee technician. All costs related to the purchase of any
such laptop or handheld device shall be the responsibility of Contractor. This initial allocation
of Scheduling Software by DIRECTV to Contractor shall be based on Contractor’s current pro-rata
share of the overall DIRECTV customer base, as is measured by DIRECTV within the rough geographical
boundaries of Contractor’s appointed DMA(s); provided, however, that DIRECTV, in its sole
discretion, shall provide no less than that amount of Scheduling Software as is reasonably required
to manage the dispatching of Contractor personnel for the performance of the Services hereunder as
of the effective date of this Agreement. Should Contractor, at any point during the Term, request
additional Scheduling Software in order to efficiently perform the Services hereunder Contractor
shall purchase (or. reimburse DIRECTV), at its sole cost and expense, such additional (or
replacement) Scheduling Software through DIRECTV. This provision for additional Software shall
govern any such Contractor request should DIRECTV select any successor system at any point during
the Term. Contractor agrees that it will comply with the requirements and instructions provided by
CSG, Siebel or successor vendor and/or DIRECTV in accordance with the use and implementation of
such licenses, software, hardware and equipment provided in connection with Contractor’s use of the
DIRECTV-selected System (or successor system). Contractor shall also be responsible for all
“air-time” charges (including both voice and data) incurred through the use of the laptop or
handheld devices, if any. DIRECTV shall retain title to all hardware or

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

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equipment provided by it to Contractor, if any (other than that hardware, if any, Contractor
elects to purchase); and Contractor shall promptly return such hardware or equipment to DIRECTV
upon DIRECTV’s written request. The scheduled rollout of the provision of Scheduling Software to
Contractor shall be determined by DIRECTV. Contractor agrees that it will promptly report the
resolution of each Work Order placed by DIRECTV through the system in accordance with this
Agreement and those guidelines and procedures established by DIRECTV from time to time. Commencing
May 1, 2007, no less than eighty-five per cent (85%) of all of Contractor’s eligible monthly Work
Order disposition totals shall be handled electronically (i.e., Work Order disposition shall occur
via (x) a wireless connection in the field, (y) the IVR or (z) a phone call to a Contractor
dispatcher who can then enter the Work Order information electronically). Contractor acknowledges
and agrees that failing to promptly and properly report the resolution of each Work Order placed by
DIRECTV pursuant to the established business rules and/or policies and procedures shall delay or
prevent DIRECTV’s ability to credit Contractor with the completion of such Services and Contractor
shall not earn Fees for any particular Work Order until properly closed. Contractor shall require
that each technician, including any Approved Subcontractor, has the ability to communicate, via
cell phone, with both Contractor’s applicable dispatch office as well as DIRECTV call center
representatives while performing the Services hereunder.

               (ii) Internet/E-Mail. Contractor shall establish and maintain an Internet electronic
mail address (a) for purposes of business-to-business communication between DIRECTV and Contractor
and (b) to properly perform the obligations hereunder. If DIRECTV reasonably determines that
Contractor’s receipt and/or transmission of data via email as it relates to this Agreement is
hindered as a result of Contractor’s utilization of a particular internet service provider (“ISP”)
(i.e., ISP file size restrictions, unreasonable traffic load, etc.), Contractor shall be required,
within ten (10) days of such notification from DIRECTV, to retain a mutually agreeable ISP in order
for Contractor to perform its obligations hereunder.

          b. Office Space. Contractor shall provide at its own expense, all office space and
supplies, office overhead (such as telephone, copier and facsimile expense), labor, skills, tools
and other equipment and personnel necessary for it to perform the Services in a timely manner.
Contractor shall conspicuously display an approved sign at each office reflecting a logo designated
by DIRECTV (in conformance with the DIRECTV Trademark and Style Guide, as defined in paragraph 21,
below). Contractor shall staff each office with trained personnel and Contractor shall be
available to perform the Services as requested by DIRECTV in accordance with the terms of this
Agreement

          c. Personnel; Vehicles; Uniforms. See Exhibit 2.c.

          d. Books, Records and Inspections. During the term of this Agreement and for a period
of three (3) years thereafter, Contractor agrees that it will keep accurate and complete books and
records regarding its performance of its obligations under this Agreement (including but not
limited to all original customer-signed forms such as the Customer Installation Satisfaction
Checklists for each Work Order performed, all DIRECTV Lease Addendum documents, if any, property
damage and bodily injury reports, police reports, Landlord approval forms, DIRECTV System Hardware
Bill of Lading documents and documentation verifying employee background checks) and will make such
books and records available by fax or by physical inspection, or such other means as DIRECTV
requests, as soon as is reasonably possible upon DIRECTV’s request. Throughout the Term,
Contractor shall file all DIRECTV customer records, including customer agreements and Work Orders,
by date of Services performed and provided, or as otherwise directed by DIRECTV. Contractor shall
properly store said customer records pursuant to DIRECTV’s document retention standards for that
period of time as shall be required by DIRECTV. If DIRECTV determines that certain, dated customer
records no longer need to be maintained at Contractor’s offices, Contractor agrees that it shall
follows DIRECTV’s document destruction procedures in the disposal of such records; provided,
however, that Contractor shall be allowed to securely maintain identified documents beyond the
requested date of destruction should Contractor believe that such retention is necessary for legal
purposes. During the term of this Agreement, as well as any extension thereof, and for a period of
three (3) years thereafter, Contractor shall make its offices available at any time during business
hours so that DIRECTV may inspect and otherwise audit the way in

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

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which Contractor is performing the Services both at Contractor’s offices/warehouses and on
customers’ premises as well as to inspect the manner in which DIRECTV System hardware is being
secured. Such audits by DIRECTV shall include completed Work Orders as well as work in progress.
In addition, Contractor shall keep accurate and complete financial records related to its business
obligations under this Agreement. Such records, to be timely updated monthly (or quarterly for
public companies) shall include an income statement, balance sheet, cash flow and a rolling
12-month financial plan. All such records and all accounting systems with respect thereto shall be
made available for inspection and review by DIRECTV or its representatives upon reasonable notice
to Contractor during normal business hours throughout the Term of this Agreement. In the
alternative, if Contractor conducts annual audits and can produce audited financial records along
with an independent auditor’s opinion, DIRECTV-access to such audit results shall be sufficient.
Financial records provided shall be maintained in accordance with generally accepted accounting
principles. Contractor shall fully cooperate with DIRECTV in such inspection and audit.

          e. Communications Contact. Contractor agrees that it will have reasonably adequate
representatives available at all times, seven (7) days a week (8 am to 6 pm local time), for
communication with DIRECTV and DIRECTV customers, including administrative personnel to coordinate
with DIRECTV personnel regarding completion of the scheduling of the Services hereunder.
Specifically, Contractor shall provide a 1-800 (toll-free) (or local, as applicable) number that
the DIRECTV Customer Service Department may provide to DIRECTV customers who have a specific
question or problem related to such Customer’s installation or installation appointment attached to
a Work Order provided by DIRECTV to Contractor. Contractor shall be obligated to reasonably staff
to answer such incoming calls as set forth above. Attached as Exhibit 2.e. is a list of
persons whom DIRECTV may call outside of the required business hours to coordinate the provision of
Services. Contractor will promptly provide an updated list to DIRECTV whenever the list of persons
changes for any reason. The designated contact person(s) shall be available on a 24-hour-per-day
7-day-per-week basis..

          f. Policies and Procedures. In addition to the terms and conditions set forth herein
and in each Work Order, Contractor agrees that it will comply with all DIRECTV service guidelines
and policies and procedures as reasonably determined by DIRECTV (the “Policies and Procedures” or
“P&P”) furnished to Contractor, which Policies and Procedures may be amended by DIRECTV from time
to time in its reasonable discretion. Such Policies and Procedures are hereby incorporated into
this Agreement by this reference. Contractor will ensure that. the Policies and Procedures are
quickly disseminated to all Contractor personnel, including Approved Subcontractors, performing the
Services.

          g. Representations and Warranties. Contractor shall not make any warranties or
representations regarding DIRECTV’s programming services or DIRECTV System that are inconsistent
with or more extensive than the warranties and representations provided by DIRECTV, and/or the
DIRECTV System manufacturers. In no event shall Contractor offer any DIRECTV customer a
Contractor-provided service or maintenance plan with respect to the DIRECTV system unless DIRECTV
has previously approved, in writing, such an offer by Contractor.

     3. Contractor Installation and Service Responsibilities. See Exhibit 3.

     4. Fees Payable by DIRECT`.

          a. Services. In full consideration for Contractor’s provision of the Services
hereunder, DIRECTV agrees to pay Contractor for such Services as described below.

               (i) Fulfillment Services. For certain Fulfillment Services provided by Contractor,
Contractor shall be entitled to receive payment as set forth in Exhibit 4.a.(i) (“Rate
Matrix”) for proper and successful completion of the applicable Work Order.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

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               (ii) Service Calls. For the maintenance/Service Calls provided by Contractor to
DIRECTV, Contractor shall be entitled to receive payment as set forth in Exhibit 4.a.(ii)
(“Service Call Payments”).

          b. Credits; Refunds. Notwithstanding anything to the contrary contained herein,
Contractor shall not be entitled to any payment for Fulfillment Services not completed for any
reason, including a cancellation by the DIRECTV customer at the door. In addition, DIRECT` shall
have the right to offset from the amounts owed to Contractor hereunder or any other agreement
between the Parties, or recoup from, or charge back directly to, Contractor, at its option, any
amount owed by Contractor to DIRECTV hereunder, including, but not limited to, any amounts received
by Contractor to which it is not entitled hereunder, any payments made to Contractor in error and
any cost that DIRECTV incurs or amount that DIRECTV credits, refunds or pays to a DIRECTV customer
or any other third party arising out of the Services provided by Contractor hereunder. If the
amount owed by DIRECTV to Contractor for a given month is not sufficient to cover the amount owed
to DIRECTV by Contractor for such month, Contractor shall pay the difference to D1RECTV within
thirty (30) days following its receipt of an invoice from DIRECTV.

     5. Invoicing and Payment; Disputed Payment Resolution.

          a. General. All installation, maintenance and Service Calls not included in the
payments process as defined below shall be considered disputed payments (“Disputed Payments”) and
shall be submitted by Contractor and paid by DIRECTV as set forth herein.

          b. Payments. The payments process shall apply only to installation and services
included in the Rate Matrix attached hereto as Exhibit 4.a.(i) and Exhibit
4.a.(ii), “Service Call Payments,” both of which may be amended by DIRECTV in its reasonable
discretion. DIRECTV shall pay Contractor on or before thirty (30) days after the end of the
applicable DIRECTV Accounting Period (i.e., the last day of a given calendar month), provided,
however, that no payment shall be considered to be due and payable until the Services in connection
therewith have been performed and completed by Contractor in accordance with this Agreement.
Notwithstanding the foregoing, the Hardware Reimbursement Fee shall be paid weekly by DIRECTV for
those new receivers, specifically containing the access cards previously shipped to Contractor for
the fulfillment of Work Orders hereunder, that activated during the prior reporting period. In the
event of a deployment of a new receiver that does not activate at the time of installation by
Contractor, exceptions to the activation requirement where payment shall still be due is set forth
in the P&P. The parties acknowledge and agree that all other DIRECTV System Components to be
reimbursed for by DIRECTV shall be reimbursed in the aggregate within Contractor’s monthly
Fulfillment Payment (i.e., the Fulfillment rates take into account Contractor’s cost of consumed
receivers, ODUs and LNBs for the particular Work Order type).

          c. Disputed Payment Resolution. Contractor shall have sixty (60) days from receipt of
payment to request a reconciliation of DIRECTV’s payment to Contractor. All payments disputed by
Contractor must be made in writing as prescribed hereunder and/or in the established Policies and
Procedures. With respect to any disputes concerning Contractor’s provision of the Services which
are not reflected in DIRECTV’s system and consequently not paid by DIRECTV, the dispute
form/template must be submitted as prescribed by DIRECTV and/or in the Policies and Procedures.
All disputed payments must be supported by adequate written descriptions and supporting documents.
Upon such request, DIRECTV shall have forty-five (45) days from its receipt of notice of a disputed
payment to investigate Contractor’s claim and to respond to Contractor. In the event that DIRECTV
maintains records needed by Contractor in order to resolve a dispute, DIRECTV shall provide such
documentation to Contractor once at no cost to Contractor. Disputes not submitted in accordance
with the process herein shall not be considered by DIRECTV. DIRECTV shall act in good faith and
deal fairly with Contractor in reviewing any reconciliation requests submitted by Contractor.
DIRECTV’s decision regarding a reconciliation request shall be final and determinative.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

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          d. Overpayments.. Immediately upon discovery by Contractor, or as a result of
DIRECTV’s audit in accordance with Section 2(d) above, of any overpayment, Contractor shall notify
DIRECTV, as applicable, and shall return the excess amount to D1RECTV as soon as reasonably
possible, but in no event longer than ten (10) days after discovery, or DIRECTV, at its option, may
withhold payment of monies due to Contractor until such time as any overpayment has been rectified.

     6. Subcontractors; Liens.

          a. Payment for Services. Except as otherwise requested in writing by DIRECTV,
Contractor shall not collect any fees, payments or otherwise from DIRECTV customers in connection
with the Services provided and performed in accordance with this Agreement.

          b. Liens. In no event shall Contractor (a) file, or threaten to file, a lien or a
claim against a DIRECTV customer; (b) encumber in any way the property of a DIRECTV customer; or
(c) in any way seek to secure payment from said DIRECTV customer in connection with Contractor’s
provision of Services hereunder, except as otherwise permitted by DIRECTV. In the event of any
dispute with DIRECTV related to the Services provided hereunder, Contractor agrees that it shall
seek recourse only against DIRECTV and Contractor agrees to promptly pay and discharge any liens,
claims or charges filed by or on the behalf of any of its laborers, Approved Subcontractor(s),
material suppliers or any other third party whom Contractor has engaged related to the provision of
the Services hereunder. DIRECTV shall have the right to obtain injunctive relief in order to
prevent Contractor from breaching its obligations (or to obtain specific performance to compel
Contractor to perform its obligations) pursuant to this Section.

     7. Term. The term (the “Term”) of this Agreement shall be effective as of the date
written above and shall continue for four (4) years (the “Effective Date”). The Term will
automatically renew thereafter for additional, individual one-year periods (each such year a
“Renewal Term”), unless either Contractor or DIRECTV gives written notice of termination at least
ninety (90) days in advance of expiration of the then-current Term. The Agreement shall also be
terminable for “cause” as set forth herein.

     8. Early Termination.

          a. Without Cause. Either party may terminate this Agreement for any reason by giving
the other party no less than one hundred and eighty (180) days prior written notice.

          b. With Cause. Except as stated in Section 8(c) below, in the event that either Party
breaches its duties or obligations hereunder, which breach is not cured within thirty (30) days
after written notice is given by the non-breaching party to the breaching party specifying the
breach in reasonable detail, this Agreement may be terminated by the non-breaching party
immediately upon giving written notice to the breaching party.

          c. Noncurable Breaches. In the event Contractor commits a noncurable material breach
of this Agreement, then, notwithstanding Section 8(b) above, DIRECTV shall have the option to
terminate this Agreement immediately upon written notice to Contractor without an opportunity to
cure, with no further liability to Contractor. A particular noncurable material breach may be
deemed to have occurred, by way of example, and not as any limitation, where Contractor or any
employee, agent or affiliate:

               (i) has misrepresented the prices, terms, or conditions upon which the manufacturer’s
warranty, extended warranty, installation services or other products, promotions, or services are
being offered by DIRECTV;

               (ii) has engaged in signal piracy or theft of satellite signals;

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

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               (iii) has engaged in or attempted to engage in the sale and distribution of, or otherwise has
used, modified access cards;

               (iv) has engaged in or attempted to engage in documentable “bait-and-switch” conversion
tactics for services which compete with DIRECTV programming services;

               (v) has induced or attempted to induce a DIRECTV customer to switch to a service which
competes with DIRECTV’s programming service;

               (vi) has received a notice of violation of the terms or conditions of any license or permit
required in the conduct of its business and has failed to correct such violation within the time
period specified in such notice;

               (vii) has knowingly submitted a request for a payment, including any bonus payment, where one
is not properly payable;

               (viii) has failed at any time to comply with and maintain the insurance requirements set forth
in this Agreement;

               (ix) has installed or attempted to install, or failed to immediately inform DIRECTV of, a
residential programming package at a commercial customer location;

               (x) has changed or attempted to change identification numbers on customer accounts to falsely
obtain any kind of payment;

               (xi) has breached the obligations regarding the use of DIRECTV Confidential Information as
described in Section 23 below, including, but not limited to, deploying a third party vendor with
access to DIRECTV Confidential Information prior to such third party being approved in writing by
DIRECTV;

               (xii) has breached its obligation to quality inspect those installations related to
Fulfillment Services as set forth in Section 3.b.(viii) more than once in any twelve (12) month
period during the Term; or

               (xiii) has breached its obligations as set forth in Section 10 of this Agreement.

     9. Effects of Termination.

          a. Upon termination, suspension, or expiration of this Agreement, all rights and obligations
of either party hereunder shall cease without further liability, effective as of the date of
termination, suspension or expiration, unless otherwise stated in this Agreement and except with
respect to liabilities arising prior to termination of this Agreement. Contractor agrees, and
agrees to cause its employees, agents and Approved Subcontractors, to return to DIRECTV within ten
(10) days after termination of this Agreement all materials (and all copies thereof) relating to
DIRECTV, including, but not limited to, any and all price and specification catalogues, all
administrative manuals, all sales literature, and any and all other such materials. Upon
termination of this Agreement, Contractor agrees that Contractor, its employees, agents and
Approved Subcontractors immediately shall discontinue the use of any service mark or trademark
covered by this Agreement, as well as the use of any other items involving DIRECTV’s name, such as
signs, stationery, logos, or business cards, and Contractor will not represent itself in any
fashion as a contractor, an agent or representative of DIRECTV. Upon termination, suspension or
expiration of this Agreement, Contractor agrees that it and each of its employees, agents and
Approved Subcontractors will promptly return all DIRECTV owned property in their possession to
DIRECTV by any delivery means reasonably requested by DIRECTV, with the cost of returning such
property to be at DIRECTV’s expense. Because of the difficulty in establishing the improper use of Customer
Information and other DIRECTV Confidential Information, as defined below, Contractor agrees that
for a period of two years after termination, it shall not, on behalf of any other provider of
multi-channel video service or on its own behalf, solicit any DIRECTV customer for whom Contractor
provided Services in accordance with the terms of this Agreement.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

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          b. If the termination hereof is due to Contractor’s material breach, DIRECTV may elect to
terminate the DIRECTV Sales Agency Agreement, if any exists between the parties, at its sole
discretion.

     10. Exclusivity. Due to the fact that Contractor will have access to Customer
Information and other DIRECTV Confidential Information as defined below, during the term of this
Agreement, Contractor agrees that neither it, nor its parent entities, subsidiaries or affiliates,
shall perform installations or Services for any other provider or distributor of products/services
which compete with DIRECTV’s programming services or any other DIRECTV product or service, except
as otherwise permitted by DIRECTV. This includes, but is not limited to the distribution of
television programming via DTH, cable, MMDS, FiOS/IPTV or any and all other technologies and media
now existing or hereafter developed. Notwithstanding the foregoing, this Section shall not
prohibit Contractor from performing services limited solely to traditional cable television or
telephone installation, maintenance and service work; provided, however, that Contractor shall (i)
only perform such cable television or telephone installation, maintenance and service work in
markets outside of the DMAs assigned by DIRECTV to Contractor in Exhibit 1. a. ii, hereto
and, (ii) use its best efforts to designate its employees as either exclusively DIRECTV service
providers or exclusively a provider of all other non-DIRECTV-related services, if any (in other
words, a Contractor employee trained to provide Services pursuant to this Agreement shall not
simultaneously provide services, on behalf of Contractor, for a cable company or a provider of
telephony services, and vice versa). In certain cases, DIRECTV, in its sole discretion, may grant
a limited and specific waiver to Contractor as it relates to this physical separation of competing
work opportunities within the same market or DMA; provided, however, that Contractor will be
required to present a detailed proposal reasonably establishing how such a separation of individual
business units is feasible under the performance and strict confidentiality requirements as set
forth hereunder prior to DIRECTV entertaining any such waiver.

     11. Other Products. From time to time, DIRECTV may offer to Contractor the
opportunity to market/promote additional products or services to the DIRECTV Customer while
Contractor is performing the Services within the Customer’s residence (The DIRECTV Protection Plan,
for example). In the event that Contractor elects to act as one of DIRECTV’s representatives as it
relates to such products or services, the terms of such arrangement shall be set forth in Exhibit
l1, hereto.

     12. Defaults and Remedies. In the event Contractor is in anticipatory breach of this
Agreement or has failed to comply with any material term or provision of this Agreement, DIRECTV
shall have the right at its option to (a) perform or cause to be performed any one or more of
Contractor’s obligations, in which case, DIRECTV shall be entitled to obtain from Contractor or
deduct from any amount payable to Contractor, an amount equal to any increased cost incurred by
DIRECTV in performing or obtaining the performance of Contractor’s obligations hereunder; (b)
terminate this Agreement in accordance with Section 8; or (c) pursue any other remedy available
under applicable law.

     13. Conformance to All Laws. DIRECTV and Contractor shall comply with all applicable
federal, state, county and municipal laws, codes, rules, regulations in the performance of its
obligations under this Agreement, including but not limited to, in the case of Contractor,
obtaining all of the necessary licenses and permits required of Contractor by the municipality and
state in which the work is being performed and complying with the Occupational Safety and Health
Act.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

9

 

     14. Taxes.

          a. Contractor Taxes. All taxes that may be levied on Contractor for services provided
under this Agreement or otherwise shall be the sole responsibility of Contractor, including all
applicable taxes on payments made by DIRECTV to Contractor pursuant to this Agreement.

          b. Contesting of Taxes. Contractor shall not contest the levying or assessment of any
tax for which DIRECTV or DIRECTV customers are responsible for payment related to the services
provided hereunder without DIRECTV’s prior written consent.

     15. Insurance. From and after the date of this Agreement:

          a. Coverage. Contractor shall obtain and maintain insurance, as provided by a
licensed insurer with a Best’s rating of A- VIII or better, with coverage and limits as follows:

               (i) Contractor shall carry a policy (or policies) of Workers Compensation Insurance covering
Contractor’s employees in each jurisdiction in which Contractor is performing work pursuant to this
Agreement. Each such policy shall be on a form approved for use in each state in which work is
being performed and shall provide, at a minimum, statutory Workers’ Compensation coverage and
Employer’s Liability Insurance at limits of not less than $500,000.00 per employee per accident for
Bodily Injury by Accident, $500,000.00 per employee per occupational disease and $500,000.00 for
all occupational diseases. If Contractor shall be performing work pursuant to this Agreement in a
state known as a “Monopolistic” state, or if Contractor has qualified in any state as a self
insurer, the Employers’ Liability coverage for that state may be attached either to another
Workers’ Compensation policy or to the Commercial General Liability coverage.

               (ii) Commercial General Liability Insurance covering Operations and Premises Liability;
Independent Contractors; Completed Operations; Product Liability; Contractual Liability; Personal
Injury; Property Damage caused by explosion, collapse and underground damage; and Broad-Form
Property Damage. The limits of such liability insurance shall be no less than $1,000,000.00 per
occurrence.

               (iii) Comprehensive Automobile Liability Insurance covering all owned, hired and non-owned
vehicles, including the loading or unloading thereof, with limits of no less than $1,000,000.00
combined single limit for bodily injury and/or property damage.

               (iv) All Risk Commercial Property Insurance issued on a replacement cost basis, in an amount
sufficient to cover all DIRECTV-owned property in the care, custody, and control of Contractor, if
any. The policy must name DIRECTV as the loss payee.

               (v) Umbrella or Excess Liability Insurance covering the items set forth in (i) (insofar as it
relates to Employer’s Liability Insurance), (ii) and (iii) above with a policy limit of not less
than $5,000,000.00.

          b. Companies. All such insurance shall be carried in companies reasonably
satisfactory to DIRECTV and licensed to do business in the jurisdiction where the obligations of
Contractor under this Agreement are to be performed, and the liability policies shall be primary
coverage and shall name DIRECTV, its subsidiaries, employees and affiliates as additional insureds.

          c. Commencement of Work. Contractor shall likewise not allow any subcontractor to
commence work until subcontractor has obtained the same insurance coverage required of Contractor
hereunder; provided, however, that subcontractors shall not be required to carry umbrella or
blanket insurance policies.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

10

 

          d. Cancellation. Each policy shall provide that it will not be canceled, non-renewed
or materially amended except after thirty (30) days advance written notice to DIRECTV, mailed to
the address indicated herein, and the policy, policy endorsements or certificates of insurance
shall so state.

          e. Evidence of Insurance. Contractor shall provide certificates evidencing coverage
as listed above prior to commencement of work, and at every annual renewal of the policies, for the
duration of this Agreement. All certificates shall name DIRECTV as an additional insured as
respects commercial general liability, automobile liability, and umbrella or excess liability
insurance. Endorsements to the policies naming DIRECTV as additional insured will be provided by
Contractor upon request. Contractor will endeavor to obtain waivers of subrogation in favor of
DIRECTV from its insurers.

     16. Amendment. DIRECTV retains the right to change (i) both the Rate Matrix and
Service Call Payments schedule pursuant to Section 5.b., above, (ii) the Performance Standards as
set forth in Exhibit 3.e.(v), and (iii) zip codes associated with the DMAs or partial DMAs listed
in Exhibit 1.a.ii., from time to time in its reasonable discretion, as its business needs
dictate, provided that reasonable, prior written notice shall be provided to Contractor. Subject
to the exclusions set forth in the previous sentence, this Agreement may only be modified or
supplemented by written agreement by both parties. Modifications include, but are not limited to,
changes to Contractor’s business entity, including name, ownership and/or legal organizational
formation/structure.

     17. Assignment. As this is an agreement for personal services, Contractor may not
assign its rights and obligations under this Agreement without the written consent of DIRECTV. Any
purported assignment by Contractor to a third party in violation of this Section shall be void
effective as of the date the attempted assignment was made, and DIRECTV shall have the right
immediately to terminate this Agreement upon notice of such attempted assignment without consent.
DIRECTV, in its sole discretion, may assign its rights and obligations under this Agreement at any
time for any purpose.

     18. Indemnification. Contractor shall indemnify, defend and hold DIRECTV, its
affiliate, subsidiary and parent entities and each of their respective directors, officers,
employees, agents, assigns and successors harmless from any and all costs, expenses, liability,
claims, judgments, lawsuits and demands (including attorneys’ fees) arising out of (a) the
performance, breach or alleged breach by Contractor of its obligations, warranties, representations
or covenants under this Agreement; (b) the negligence or other wrongdoing, in whole or in part, on
the part of any employee, agent, servant, subcontractor, or representative of Contractor in
connection with the performance of its obligations under this Agreement; (c) the termination,
disturbance, interruption or other interference with services of any type of utility or other
public or private facility damaged, harmed or disturbed, or caused to be disturbed, by Contractor
and any of its agents, servants, employees, subcontractors or representatives; (d) any acts or
omissions of Contractor which would cause the independent contractor status as provided in Section
19 to be breached; and (e) any acts or omissions of any Approved Subcontractor. This Section shall
survive the termination or expiration of this Agreement. DIRECTV shall indemnify, defend and hold
Contractor, its officers, directors, employees, agents and affiliates harmless of and from any and
all costs, expenses, liability, claims, judgments, lawsuits and demands (including attorneys’ fees)
arising out of (a) the performance or breach by DIRECTV of its obligations under this Agreement; or
(b) the active negligence or other wrongdoing on the part of any employee, agent, servant or
representative of DIRECTV in connection with the performance of its obligations under this
Agreement.

     19. Independent Contractor. Contractor is an independent contractor authorized during
the term hereof to perform and provide Services to DIRECTV. Except as otherwise expressly provided
herein, Contractor shall have full control over the methods, techniques, sequences, and procedures
of the Services to be provided hereunder. This Agreement is intended to create an independent
contractor relationship between the parties for purposes of federal, state and local law, including
the Internal Revenue Code of 1986, as amended. Without limitation, Contractor agrees to provide
DIRECTV with a completed “Request for Taxpayer Identification Number and Certification” in which
the applicable taxpayer identification number is identified. Because Contractor and

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

11

 

Contractor’s employees and subcontractors are not employees, franchisees, agents or otherwise
of DIRECTV, Contractor and its employees and subcontractors are not entitled to any benefits to
which. DIRECTV employees may be entitled under DIRECTV policies or as otherwise required by law,
including workers’ compensation or unemployment compensation benefits. DIRECTV will not withhold
any taxes from any amounts payable to Contractor under this Agreement and will not make any FICA or
other contributions on behalf of or for the benefit of Contractor, its employees and
subcontractors. Contractor will be solely responsible for the payment of all state, federal and
local taxes on amounts payable to Contractor under this Agreement. Contractor shall indemnify
DIRECTV for any claims relating to such payments.

     20. Employee Hiring Limitation. DIRECTV and Contractor agree that they will not
intentionally solicit or hire the other party’s employee(s) in any capacity for twelve (12) months
from the date an employee terminates employment with DIRECTV or Contractor, unless otherwise
mutually agreed upon in writing by DIRECTV and Contractor. In addition, Contractor agrees that it
shall provide DIRECTV written notice of its intention to offer employment to an individual known to
be then-employed by another DIRECTV installation and service contractor within the same or
contiguous DMA.

     21. Service Marks and Trademarks. DIRECTV hereby grants, and Contractor hereby
accepts, the non-exclusive right to use the service marks or trademarks of DIRECTV (the “DIRECTV
Marks”) solely in connection with the provision of Services during the Term. Contractor agrees
that (i) it shall use the DIRECTV Marks solely in connection with the provision of Services during
the Term, and in accordance with all of the terms and conditions set forth herein, (ii) the DIRECTV
Marks shall be exhibited and displayed in the exact form provided by DIRECTV, (iii) it shall not
make or permit the making of any copies of the DIRECTV Marks, in whole or in part except as
reasonably required for the purposes herein specified, (iv) it shall not have the right to
authorize others, with the exception of Contractor’s affiliates, subsidiaries and agents, to use
the DIRECTV Marks (and then only subject to the restrictions set forth herein), (v) its use of the
DIRECTV Marks shall include all standard proprietary notices prescribed by DIRECTV, if any, and
(vi) its use of the DIRECTV Marks shall conform to quality standards which are provided by DIRECTV.
All right, title and interest in and to the DIRECTV Marks, including all associated goodwill shall
remain vested in DIRECTV subject to the rights of use granted in this Agreement. Contractor will
not use any service marks or trademarks of DIRECTV (“DIRECTV Marks”) or of any network or
programmer included in the DIRECTV programming services, without the specific prior written consent
of DIRECTV. Any unauthorized use of such marks by Contractor, or any use not in compliance with
any rules or procedures regarding the use of such marks, shall constitute an infringement of the
rights of DIRECTV or of its network suppliers. Contractor shall be authorized to use the DIRECTV
Marks in accordance with the terms hereof and in accordance with the terms of the trademark and
logo guidelines provided by DIRECTV (the “DIRECTV Trademark and Style Guide”). Notwithstanding any
provision of this Agreement, Contractor’s rights in the DIRECTV Marks shall be limited to those
rights set forth here. Contractor shall indemnify and hold DIRECTV harmless from and against any
and all costs, expenses (including reasonable attorneys’ fees) and liabilities resulting from a
breach of this Section. A breach of this Section shall be deemed a material breach of this
Agreement.

     22. Notices. All notices required hereunder shall be in writing and shall be deemed
given when personally delivered, when telecopied (with confirmation receipt) if also sent via U.S.
first class mail, upon delivery by an overnight courier service, or upon the date of receipt when
sent by certified mail, return receipt requested, to the following address or to such other address
a party may hereafter designate in writing:

	 	 	 	 	 
	 

	 	if to DIRECTV:
	 	DIRECTV, Inc.
	 

	 	 	 	Vice President, Field Operations
	 

	 	 	 	8085 South Chester, Suite 300
	 

	 	 	 	Englewood, CO 80112
	 
	 	 	 	 
	 

	 	with copies to:
	 	1) Senior Vice President, Field Operations
	 

	 	 	 	DIRECTV, Inc.
	 

	 	 	 	8085 South Chester, Suite 300
	 

	 	 	 	Englewood, CO 80112
	 

	 	 	 	Fax: (303) 712-4976
	 
	 	 	 	 
	 

	 	 	 	2) Assistant General Counsel
	 

	 	 	 	DIRECTV, Inc.
	 

	 	 	 	8085 South Chester, Suite 300
	 

	 	 	 	Englewood, Colorado 80112
	 

	 	 	 	Fax: (310) 964-4883 Fax: (303) 712-4947
	 
	 	 	 	 
	 

	 	If to Contractor:
	 	SEE EXHIBIT 2.e.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

12

 

     23. Proprietary Information and Confidentiality.

          a. Definition. Contractor, its employees, agents and Approved Subcontractors, in
carrying out their duties, will have access to certain trade secrets, marketing data, Customer
Information as well as certain knowledge concerning the business affairs of DIRECTV, including the
terms of this Agreement (collectively “DIRECTV Confidential Information”).

          b. Restricted Use. Neither Contractor, its employees, agents nor Approved
Subcontractors may use any DIRECTV Confidential Information for any reason whatsoever (other than
to perform this Agreement), including, but not limited to, for its own benefit or for the benefit
of a third party or to interfere, or cause interference with DIRECTV and DIRECTV’s customers.
Contractor shall ensure that DIRECTV Confidential Information is protected with at least the same
degree of care Contractor uses to protect its own information of like nature, but no less than a
reasonable degree of care, taking into account the competitive nature of the information.
Contractor specifically agrees that all materials (and all copies thereof) relating to DIRECTV,
including, but not limited to, all price and specification catalogues, lists of all former and
current DIRECTV customers or prospect lists supplied by DIRECTV or generated by Contractor during
the course of this Agreement, all administrative manuals, all sales literature, and any and all
other information or data related to DIRECTV’s programming services, are the exclusive property of
DIRECTV and are to be used by Contractor, its employees, agents and subcontractors solely in the
performance of their obligations and duties as described herein, and that such lists and other data
are to be returned to DIRECTV immediately upon termination of this Agreement. In addition, to the
extent that DIRECTV Confidential Information, per DIRECTV’s instruction, becomes obsolete or
outdated, such documentation is to be destroyed pursuant to Paragraph 2.d., above, subject to
Contractor’s right to maintain the documentation beyond this date as set forth in paragraph 2.d.,
above.

          c. Confidentiality Agreements. Contractor agrees that it will require its employees,
agents and Approved Subcontractors to sign an agreement that protects DIRECTV at least to the same
degree as set forth in this Section before any activity in support of this Agreement is undertaken
by such employee, agent or Approved Subcontractor.

          d. No Obligation of Confidentiality. For purposes of this Section, DIRECTV
Confidential Information shall not include information: (i) which becomes generally available to
the public through no wrongful act of Contractor; (ii) is already lawfully in the possession of
Contractor and not subject to an existing agreement of confidentiality; (iii) is furnished to
Contractor by a third party free from any duty of confidentiality to DIRECTV; or (iv) is disclosed
pursuant to the binding order of a government agency or a court so long as Contractor provides
notice to DIRECTV prior to any such disclosure and uses reasonable efforts to obtain confidential
treatment for the information.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

13

 

          e. Irreparable Damage. Contractor acknowledges and agrees that DIRECTV would be
irreparably damaged if Contractor breached any part of this Section and that DIRECTV may take any
action, including seeking injunctive relief, to prevent Contractor’s prospective breach or
continuing breach of this Section.\

          f. Material Consideration. Contractor acknowledges and agrees that Contractor’s and
its employees’, agents’ and subcontractors’ compliance with this confidentiality Section is a
material consideration to DIRECTV in entering into this Agreement and the relationship hereby
created.

     24. Limitations on Damages. CONTRACTOR AND DIRECTV AGREE THAT THERE WILL NOT BE ANY
LIABILITY TO THE OTHER FOR ANY LOST PROFITS, SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGES, EVEN IF
ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

     25. Miscellaneous Provisions.

          a. Reservation of Rights. All rights not specifically granted to Contractor in this
Agreement are expressly reserved to DIRECTV.

          b. Authority to Execute. Each party represents to the other that the person executing
this Agreement on such party’s behalf has the right, power and authority to enter into this
Agreement and to perform such party’s obligations under this Agreement and that such execution is
binding upon such party.

          c. Waiver. Any failure to insist on the strict performance of any term or condition
of this Agreement: (i) shall not be deemed a waiver of such term or condition unless the waiver is
reduced to writing and signed by the parties; and (ii) shall not act as a waiver of the right to
insist upon strict performance of that term or condition in the future.

          d. Integration. This writing represents the entire agreement and understanding of the
Parties with respect to the subject matter hereof and supersedes all previous agreements with
respect to the same; it may not be altered or amended, except by an agreement in writing signed by
the Parties. Notwithstanding the foregoing, nothing herein shall be construed to supersede or
otherwise affect the Parties’ rights and obligations under the Sales Agency Agreement between the
Parties.

          e. Governing Law. This Agreement shall be governed by the laws of the State of
California, without regard to any conflict of law principles.

          f. Jurisdiction and Venue. In the event of any legal action involving this Agreement,
the parties agree that exclusive venue shall be where DIRECTV’s corporate headquarters is located.
With respect to all disputes under this Agreement, Contractor submits itself to the exclusive
personal jurisdiction of the federal and state courts of the State of California.

          g. Headings. The headings of paragraphs in this Agreement are for convenience only;
they form no part of this Agreement and shall not affect its interpretation.

          h. No Inference Against Author. No provision of this Agreement shall be interpreted
against any party because such party or its legal representative drafted such provisions.

          i. Severability. If any part of any provision of this Agreement is invalid or
unenforceable under applicable law, the provision shall be ineffective only to the extent of such
invalidity or unenforceability without in any way affecting the remaining parts of the provision or
this Agreement.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

14

 

          j. Binding Effect. This Agreement is binding upon the parties hereto, and their
respective executors, administrators, heirs, assigns, and successors in interest.

          k. Attorney Fees. In the event of any legal dispute between the parties, the
prevailing party shall be entitled to all costs and expenses, including expert witness fees and
reasonable attorneys’ fees, at trial and at any appeal therefrom.

          l. Remedies. Subject to the limitations of Section 24, no remedy conferred by any
specific provision of this Agreement is intended to be exclusive of any other remedy available to
the parties under this Agreement or at law or in equity, whether by statute, rule or otherwise.

          m. Defined Terms. Any defined terms used in the Exhibits to this Agreement shall have
the meanings given to them in this Agreement.

          n. Counterpart Signatures. This Agreement may be executed in counterparts, all of
which taken together shall constitute one and the same instrument.

          o. Survival of Terms. The rights and obligations which, by their terms or nature,
extend beyond the termination or expiration of this Agreement, shall survive any expiration or
termination of this Agreement.

     IN WITNESS WHEREOF the duly authorized representatives of the Parties hereto have caused this
Agreement to be executed as of the day and year first written above.

	 	 	 	 	 
	 	CONTRACTOR 

 	 
	 	By:  	 	 
	 	 	Name:  	 	 
	 	 	Title:  	 	 
	 

	 	 	 	 	 
	 	DIRECTV, INC.

 	 
	 	By:  	 	 
	 	 	Name:  	 	 
	 	 	Title:  	 	 
	 

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

15

 

EXHIBIT 1.a.i.

SERVICES/FULFILLMENT SERVICES

Fulfillment Services

	•	 	High Power residential installations, including retail sales agents, DIRECTV Direct Sales
initiatives and fulfillment of other acquisition activities
	 
	•	 	Multi-satellite residential installations including PARA TODOS, Local into Local and High
Definition
	 
	•	 	Commercial customer installations (upon Contractor’s applicable commercial certification by
DIRECTV)
	 
	 	 	Grade 1 - Capable of installing up to 4 or 8 IRDs in the same commercial establishment using
one multiswitch
	 
	 	 	Grade 2 - Capable of installing any number of IRDs in a commercial establishment using
multiple multiswitches
	 
	 	 	Grade 3 - Capable of building a headend in a commercial establishment that receives DIRECTV
programming, converts it to a standard VHF/UHF channel frequency and distributes it to a
“cable ready” TV set on a standard UHFNHF distribution system.

Service Work

	•	 	Service Calls (including escalated Service Calls from other Contractors)
	 
	•	 	Move/transfer installations
	 
	•	 	DIRECTV System and other equipment pick-ups (disconnected and downgraded accounts)
	 
	•	 	Additional outlet upgrades a Relocates
	 
	•	 	Multi-satellite upgrades
	 
	•	 	High Definition (“HD”) Antenna Installation

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

16

 

EXHIBIT 1.a.ii.

FULFILLMENT SERVICE DMAS

(Pursuant to Contractor’s Authorization under Section 1(a) of the Agreement)

This or these DMAs or portions of DMAs are assigned to Contractor on a non-exclusive basis. Work
Orders may also be provided to Contractor within zip codes adjacent to, but not within a DMA listed
below. Contractor IS NOT AUTHORIZED TO CONDUCT FULFILLMENT OR OTHER SERVICES PURSUANT TO THIS
AGREEMENT IN ANY DMAs NOT AUTHORIZED BY THIS CONTRACT OR UNLESS DIRECTED IN WRITING BY DIRECTV.

DMA Assignment

BEND,OR_OR

BILLINGS_MT,WY

BOISE_ID,OR

BUTTE-BOZEMAN_MT

CASPER-RIVERTON_WY

CHARLOTTESVILLE_VA

CHEYENNE-SCOTTSBLUFF_NE,WY

COLORADOSPRINGS-PUEBLO_CO

DENVER_CO,NE,NV,WY

ERIE_PA

EUGENE,_OR

FORTSMITH-FAYETTEVILLE-SPRINGDALE-ROGERS_AR,OK

GLENDIVE_MT

GRANDJUNCTION-MONTROSE_CO

GREATFALLS_MT

HARRISBURG-LANCASTER-LEBANON-YORK_PA

HARRISONBURG_VA,WV

HELENA_MT

HONOLULU_HI

IDAHOFALLS-POCATELLO_D,WY

JOHNSTOWN-ALTOONA_PA

JONESBORO_AR

JOPLIN-PITTSBURG_KS,MO,OK

KANSASCITY KS,MO

LASVEGAS_NV

LITTLEROCK-PINEBLUFF_AR

MEDFORD-KLAMATHFALLS_CA,OR

MISSOULA_MT

PHILADELPHIA 1_DE,NJ,PA

PHOENIX_AZ

PITTSBURGH_MD,PA,WV

PORTLAND,OR_OR,WA

RENO_CA,NV

ROANOKE-LYNCHBURG_VA,WV

SAINTJOSEPH_KS,MO

SALTLAKECITY_ID,NV,UT,WY

SEATTLE-TACOMA_WA

SPOKANE_JD,MT,OR,WA

TUCSON(SIERRAVISTA)_AZ

TWINFALLS_ID

WICHITA-HUTCHINSON_KS,NE

YAKIMA-PASCO-RICHLAND-KENNEWICK_OR,WA

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

17

 

During the Term, DIRECTV may elect to offer to Contractor additional Services work outside of the
DMAs currently listed. Contractor may elect to take on this additional work at its sole
discretion. In such case, such additional Services work shall involve Contractor operating as the
primary provider in the additional DMA(s) (in such case, a transition of the former primary
provider will occur simultaneously) or Contractor operating as the secondary provider with the
primary Services provider remaining in the applicable DMA(s).

If Contractor operates as the primary provider in the additional DMA(s), all terms and conditions
as set forth herein shall apply to the Services provided. If Contractor operates as the secondary
provider, with the primary Services provider remaining in the additional DMA(s), then all terms and
conditions as set forth in the Secondary Provider Agreement by. and between Contractor and DIRECTV
shall apply to such Services provided by Contractor.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

18

 

EXHIBIT 1.a.iii — Statement of Work

RESIDENTIAL

Standards for all Antenna Type Residential Installations

Customer service requirements for all customer interaction

	1.	 	Phoning the customer and confirming account information and installation times
within the scheduled timefrarne established by DIRECTV (at any point during the
Term, this task (the “Appointment Verification Call”) shall become the
responsibility of DIRECTV upon prior written notice from DIRECTV to
Contractor).
	 
	2.	 	Reminder phone call to Customer day of the scheduled appointment
	 
	3.	 	Arrival at customers residence within the designated window of time with the proper ID badge
and uniform
	 
	4.	 	Completion of site survey.
	 
	5.	 	Planning the installation with the customer (coaxial cable routing, antenna location and
connection of devices) prior to commencement of any work.
	 
	6.	 	Notification to customer and Contractor management of any additional (non-standard / custom)
charges prior to commencement of any work.
	 
	 	 	PLEASE NOTE THAT ALL NON-STANDARD CHARGES SHALL BE SUBJECT TO DIRECTV’S PUBLISHED “NOT TO
EXCEED” PRICING FOR EACH APPLICABLE CHARGE
	 
	7.	 	Cleaning up any mess made during installation and removing it from the customer’s residence.

	 
	8.	 	Activation of DIRECTV service.
	 
	9.	 	Customer education on system operation and features identified in the DIRECTV Customer
Education statement of work (min. 20 minutes).
	 
	10.	 	Completion of Installation Checklist and obtaining customers signature certifying the job was
completed to their satisfaction.
	 
	11.	 	Leaving your company name and telephone number with the customer enabling them to contact
Contractor directly if there are any problems with the installation (business card).

Standard Receiver Hook-Up, Cabling and Antenna Mounting Requirements

	1.	 	Routing and properly attaching coaxial cable following local/NEC codes using DIRECTV
approved RG-6 coaxial cable with a max loop resistance at 100 feel of 2 ohms or less.
	 
	2.	 	Routing coaxial cable through all exterior and interior walls, as needed routing of cable
through the attic without fishing interior walls is considered standard, Routing of cable
through crawlspace and penetrating adjacent floor or wall fishing up to adjacent floor is
considered standard.
	 
	3.	 	Grounding antenna system and all coaxial cables to meet Local / NEC requirements.

	 
	4.	 	Installing one DIRECTV System IRD.
	 
	5.	 	Connection to an active telephone line capable of dialing out. There is no additional charge
to the customer for installation of a phone jack for this connection.
	 
	6.	 	Mounting of antenna to meet Manufacturers and/or DIRECTV Quality Specifications, whichever is
more stringent.
	 
	7.	 	Aligning the antenna for peak signal strength.
	 
	8.	 	Completion of a system test verifying signal strength, access card match and telephone
connectivity.
	 
	9.	 	Connection of existing off-air antenna or active coaxial cable drop (enabling TV to function
as it had prior to DIRECTV installation).
	 
	10.	 	Connection of co-located devices (VCR, existing surround sound, DVD, video games, etc).
	 
	11.	 	Coaxial cable and fittings must meet DIRECTV specifications and all exterior connections must
be weather proofed.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

19

 

Digital Video Recorder (“DVR”) Summary

	1.	 	Optimize connection to the dual tuners of the DVR system to the DIRECTV receiver using dual
independent coaxial cable runs from the LNB or Multiswitch to the receiver’s dual satellite
inputs.
	 
	2.	 	Educate the customer with an explanation of the DVR features and initial steps to use the
service
	 
	3.	 	Cover all required customer education steps identified in the DIRECTV Customer Education SOW.

18”x 20” Antenna/2 or 3 LNB installation

	1)	 	System Requirements

	 	a)	 	Connection of the 110 LNB/Combiner kit when specified or required for a
customers programming choices
	 
	 	b)	 	Proper connection of the multi-sat multi-switch, if required

	2)	 	PARA TODOS Requirements

	 	a)	 	Verification of the receipt and quality of the PARA TODOS channels
	 
	 	b)	 	Instruction to the customer of where the PARA TODOS channels are located
	 
	 	c)	 	Instruction on changing the menu language to/from English to Spanish

	3)	 	VIP Requirements

	 	a)	 	Includes the following as applicable: All wall fishes, All pole mounts
(including coaxial cable drop and bury), non-pen or sled mounts, custom mounts
(including but not limited to tripods, under cave, and balcony mounts), diplexers (2),
and wireless phone jacks (including base and extensions). Any or all of these are
considered standard work on all VIP installs.

	4)	 	KA/KU HD Requirements

	 	a)	 	A BBC (B band converter) must be installed to the “SAT IN” with all H20 IRDs,
and two BBC’s must be installed to each of the two “SAT IN” ports on the HR20.
	 
	 	b)	 	All KA/KU ODU’s must be peaked and aligned according to DIRECTV, Inc. and
manufactures’ recommendations, including fine tuning both Azimuth and Elevation
Settings.
	 
	 	c)	 	A Pole Mount is considered standard on all KA/KU ODUs if a pole is the only
viable location for LOS (Line of Site)

	 	a.	 	If LOS can be obtained for any KA/KU ODU on the customer’s home
using standard installation methods and the customer objects, requesting that
the ODU be installed on a Pole Mount, custom charges may be applied

	 	d)	 	Two monopole support arms must be installed on all wall and roof mounted KA/KU
ODUs.
	 
	 	e)	 	AKA/KU ODU is required for all HD installations.
	 
	 	f)	 	A DIRECTV approved wideband 6X8 multi-switch is to be used on all KAIKU
installs requiring more than 4 lines or on WorldDirect Installs.
	 
	 	g)	 	A H2O or HR20 receiver is required on all KA/KU HD installs.
	 
	 	h)	 	Optimize the connection of the HDTV receiver to the HDTV capable/ready TV or
adaptive equipment using all cabling supplied with the HDTV receiver, and one standard
definition connection to a separate video input
	 
	 	i)	 	Verification of the receipt and quality of the HDTV channels
	 
	 	j)	 	Location of available off air HD channels if an off air antenna is installed
for HD local programming
	 
	 	k)	 	Instruction to the customer of where All HDTV channels are located
	 
	 	l)	 	Cover all required customer education steps identified in the DIRECTV Customer
Education SOW.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

20

 

	5)	 	WorldDirect Requirements

	 	a)	 	Installation of the 66cm or 87cm WorldDirect ODU
	 
	 	b)	 	Installation of a 4x4 multi-switch with a single. 66cm or 87 cm ODU with the
attached 101 LNB
	 
	 	c)	 	Installation of a 6x8 multi-switch with a KA/KU, 72.5,or AU2 ODU and
WorldDirect ODU
	 
	 	d)	 	Auto configuration on all standard APG receivers to detect WorldDirect
programming
	 
	 	e)	 	Location of the requested WorldDirect programming in the APG guide
	 
	 	f)	 	Cover all required customer education steps identified in the DIRECTV Customer
Education SOW.

	6)	 	72.5 Requirements

	 	a)	 	Installation of a DIRECTV approved 4x4 multi switch with 2 18” ODU’s
	 
	 	b)	 	Installation of a DIRECTV approved 6x8 multi-switch with a KA/KU, AU2 ,or
WorldDirect ODU
	 
	 	c)	 	Auto configuration on all standard APG receivers to detect the 72.5 local
programming
	 
	 	d)	 	Cover all required customer education steps identified in the DIRECTV Customer
Education SOW.

	7)	 	Hawaii Requirements

	 	a)	 	Installation of correct ODU(s) in Hawaii is required:
	 
	 	b)	 	To acquire the 99°, 101° and 103° satellites requires a 1.2 M ODU
	 
	 	c)	 	To acquire the 110° and 119° satellites requires a second 1.2 M ODU
	 
	 	d)	 	To acquire the 95° satellite requires an 87CM ODU
	 
	 	e)	 	Add the appropriate LNB kits to receive the proper programming per the customer
Work Order request.
	 
	 	f)	 	“Standard IRDs” in AK or Hi are the H20s
	 
	 	g)	 	A DIRECTV approved wideband 6XB multi-switch is to be used on all Alaska /
Hawaii installs requiring more than 4 lines or on WorldDirect Installs
	 
	 	h)	 	Cover all required customer education steps identified in the DIRECTV Customer
Education SOW.

	8)	 	Alaska Requirements

	 	a)	 	Installation of the correct ODU(s) in Alaska is required.

	 	i)	 	The size of the ODU is determined by Alaska DMA

	 	(1)	 	Juneau 1.2 Meter ODU

	 	(a)	 	To acquire the 99°, 101° and 103° satellites requires a 1.2 M ODU
	 
	 	(b)	 	To acquire the 110° and 119° satellites requires a second 1.2 M
ODU
	 
	 	(c)	 	To acquire the 95° satellite requires an 87CM ODU

	 	(2)	 	Anchorage 1.8Meter ODU

	 	(a)	 	To acquire the 99°, 101° and 103° satellites requires a 1.8 M ODU
	 
	 	(b)	 	To acquire the 110° and 119° satellites requires a second 1.8 M
ODU
	 
	 	(c)	 	To acquire the 95° satellite requires an 87CM ODU

	 	(3)	 	Fairbanks 2.4 Meter ODU

	 	(a)	 	To acquire the 99°, 101° and 103° satellites requires a 2.4 M ODU
	 
	 	(b)	 	To acquire the 110° and 119° satellites requires a second 2.4 M
ODU
	 
	 	(c)	 	To acquire the 95° satellite requires an 87CM ODU

	 	(4)	 	Exceptions can and will be made per DMA and ODU
size if a subscriber can be converted and/or installed with a smaller
dish size.

	 	ii)	 	At no time will DIRECTV service be installed with an ODU under a I.2Mdish)

	 	(1)	 	Cover all required customer education steps
identified in the DIRECTV Customer Education SOW.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

21

 

DIRECTV residential installations include all of the fallowing:

	1.	 	Confirmation of installation appointment. DIRECTV recommends that at a minimum, each
customer should receive two (2) pre-calls from the retailer’s installer or approved
Installation Company prior to any work being performed and one (1) post-call after work has
been performed (refer to current “Post Call” P&P). Contact the customer:

	 	•	 	Two (2) to three (3) days in advance of their scheduled installation to confirm both
the appointment window and work to be performed.
	 
	 	•	 	Installer or dispatcher should phone the customer on the day of the scheduled
appointment to confirm when they will arrive to begin the job. In the event that the
agreed upon timeframe is in jeopardy, the customer should be contacted and notified of
any changes.

	2.	 	Arrival at customer’s residence within the designated window of time wearing proper ID and
uniform.
	 
	3.	 	Completion of a site survey and planning the installation with the customer (coaxial cable
muting, antenna location, connection of devices).
	 
	4.	 	Verify services ordered and work to be performed with customer. Any non-standard 1 custom
work with incremental costs associated must be communicated and agreed to in writing prior to
commencement of installation. See Addendum A for VIP Installs and Addendum B for K.4/KU
installs for standard work policy changes for these install types. PLEASE NOTE THAT ALL
NON-STANDARD CHARGES OR CUSTOM WORK SHALL BE SUBJECT TO DIRECTV’S PUBLISHED “NOT TO EXCEED”
PRICING FOR EACH APPLICABLE CHARGE.
	 
	5.	 	Routing and properly attaching DIRECTV approved RG-6 coaxial cable through external and
internal walls, as needed routing of cable through the attic without fishing interior walls is
considered standard. Routing of cable through crawlspace and penetrating adjacent floor or
wail fishing up to adjacent floor is considered standard.
	 
	6.	 	Any existing coaxial cable must be replaced unless the technician is able to verify the
Integrity and the quality of the existing coaxial cable meets DIRECTV’s standards. All
pre-existing coaxial cable fittings are to be replaced.
	 
	7.	 	Proper use of DIRECTV-approved drop materials from the DIRECTV Approved Materials List is
required. Proper use includes, but is not limited to, the use of approved tools for
attachment of all fittings, approved switches or diplexers, approved coaxial cable, approved
grounding devices, and approved coaxial cable clips or ties.
	 
	8.	 	All coaxial cable connections and entry points must be properly sealed.
	 
	9.	 	The system must be grounded to meet or exceed Local l NEC requirements.
	 
	10.	 	Properly mounting to customer’s home, aligning and peaking satellite antenna for maximum
signal strength. Standard mounting includes, but is not limited to, the root; eave, outside
wall, balcony, deck, chimney pole, or ground pole mounts when necessary for line of sight, and
tripod and other Non Penetrating mounts. Six lag bolts or anchor screws must be used on all
mounting surfaces when available and the use of two monopoles for every KA/KU ODU installed on
the roof, wall or other standard location.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

22

 

	11.	 	The ODU should always be marked on the mast with a permanent marker for tilt, azimuth, and
elevation settings after optimal peaking and alignment Only DIRECTV-approved ODUs should be
used. See Addendum B and C for ODU specifications for KA/KU (HD Install) and Alaska / Hawaii.
	 
	12.	 	In any market where any programming is required from the 1100 or 119 ° orbital slots, a
Triple Sat ODU is required on all installations. The exceptions are: KA/KU installs — see
Addendum B — and Alaska / Hawaii installs — see Addendum C.
	 
	13.	 	Proper installation is required of a second 18 inch ODU and integration with the proper
DIRECTV-approved multi-switch in all 72.5° markets where local channels have been requested.
	 
	14.	 	Proper installation is required of the WorldDirect ODU (95°) and integration with the proper
DIRECTV-approved multi-switch on all WorldDirect installs.
	 
	15.	 	Dual coaxial cable runs are required on all AU2 and 18 inch installs, triple coaxial cable
runs are required on all WorldDirect (95°) installs, and quad coaxial cable runs are required
on all KA/KU and 72.5° installs from the ODU to the ground block or multi-switch.
	 
	16.	 	Dual coaxial cable must be run to all DIRECTV DVRs.
	 
	17.	 	Installation of one or more DIRECTV System IRDs as indicated on the customer’s Work Order.
	 
	18.	 	All IRDs must be connected to a land-based telephone line or DIRECTV-approved wireless phone
jack.
	 
	19.	 	Connection of existing off-air antenna or active cable drop (enabling TV to function as it
had prior to DIRECTV installation). This connection may not be diplexed/piggy backed down the
coax on any HD install where a KA/KU ODU has been installed, and must be directly run from the
off-air-antenna/cable drop to the customer’s existing location(s) and integrated into all HD
IRD’s at these same location(s).
	 
	20.	 	Connection of existing co-located devices (VCR / DVD, functioning surround sound, DVD, video
games, etc.) and programming the DIRECTV Universal Remote Control to operate all applicable
devices.
	 
	21.	 	Completion of a system test verifying signal strength (on all transponders on all required
orbital slots), access card match, and telephone connectivity.
	 
	22.	 	Activation of DIRECTV service.
	 
	23.	 	Cleaning up any mess made during installation and removing debris from the customer’s
residence. This includes removal-of empty equipment boxes at customer’s request.
	 
	24.	 	Removal of customer’s “DIRECTV-utilized” ODU is considered standard (upon customer request)
provided the ODU is attached to the house and is less than one meter in size; non-DIRECTV ODUs
may be removed and provided to the customer for disposal at their discretion.

	 	•	 	The ODU mast, reflector and LNB(s) should be removed; however,
the foot of the ODU should remain attached to the home.

	25.	 	Customer education (minimum 20 minutes required) on the DIRECTV system operation and features
including soft and hard resets and on how our system functions with existing customer
equipment. Customer education should include but is not limited to; customer’s favorite
channels locations, how to set locks and limits, favorite channels set ups, PPV ordering,
channel neighborhoods, location of local

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

23

 

	 	 	channels, DIRECTV interactive, and programming searches. Inform the customer about channel
114 & 201 (customer information) at the end of the customer education.

	 	•	 	Customer Education on the DIRECTV remote: including but not
limited to, how to program the remote, how to navigate using the remote and
programming the remote for all existing devices. If the provided codes do not
enable the remote to work with the device, a code scan must be performed. All
known codes for all devices should be written down for the customer on the
receiver manual.

	26.	 	Completion of all applicable forms and obtaining customer’s signature certifying the job was
completed to his or her complete satisfaction.
	 
	27.	 	Leaving installation company name and toll free or local telephone number with the customer
enabling them to contact the Installation Company directly if there are any problems with the
installation.
	 
	28.	 	If, after arriving at a job the installation cannot be completed and is cancelled, the
installer must explain to the customer in detail why they were not able to complete the job.

In addition to the above, the following unique requirements apply in these situations:

Addendum A: VIP Professional Installs

Include the following as applicable: wall fishes, customer-requested pole mounts (including coaxial
cable drop and bury), non-pen or sled mounts, custom mounts (including but not limited to tripods
and balcony mounts), diplexers (2), and wireless phone jacks (including base and extensions). Any
or all of these are considered standard work on all VIP installs.

Addendum B: KA / KU High Definition Installs

	 	I.	 	A BBC “B band converter” must be installed to the “SAT IN” with all H2O IRDs,
and two BBC’s must be installed to both “SAT IN” connections on the HR20.
	 
	 	II.	 	All KA/KU ODU’s must be peaked and aligned according to DIRECTV, Inc. and
manufactures’ recommendations, including fine tuning both Azimuth and Elevation
Settings.
	 
	 	III.	 	A Ground Pole Mount is considered standard on all KA/KU ODUs if needed for LOS
(Line of Site), ONLY aesthetically requested Ground Pole Mounts are considered custom
labor and may be charged to the customer.
	 
	 	IV.	 	Two monopole support arms must be installed on all wall and roof mounted KA /
KU ODUs.
	 
	 	V.	 	A KA/KU ODU is required on ALL HD installs or upgrades.
	 
	 	VI.	 	A wideband 6X8 multi-switch is to be used on all KA/KU installs requiring more
than 4 lines or on WorldDirect Installs.
	 
	 	VII.	 	A 1-120 and/or HR20 receiver is required on all KA/KU HD installs.

Addendum C: Alaska / Hawaii Installs

	 	I.	 	Installation of correct ODU(s)in Alaska / Hawaii is required:

	 	a.	 	To acquire the 99°, 101° and 103° satellites requires a 1.2 M 0AU (1.8 M in some
areas)
	 
	 	b.	 	To acquire the 110° and 119° satellites requires a second 1.2 M ODU (1.8 in some
areas)
	 
	 	c.	 	To acquire the 95° satellite requires an 87CM ODU
	 
	 	d.	 	Add the appropriate LNB kits to receive the proper programming
per the customer Work Order request.

	 	II.	 	“Standard IRDs” in AK or Hl are the H20s, standard DVRs are HR20s.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

24

 

	 	III.	 	A wideband 6X8 multi-switch is to be used on all Alaska / Hawaii installs
requiring more than 4 lines or on WorldDirect Installs.

Addendum D: DIRECTV on Demand installs

	 	I.	 	Installation of Internet connection to HD DVR

	 	a.	 	A DIRECTV approved Ethernet adapter must be installed to an
available Ethernet connection at the customer’s router.
	 
	 	b.	 	A DIRECTV approved Ethernet adapter must also be installed to
Ethernet port on the back of the DIRECTV HDDVR.
	 
	 	c.	 	The DIRECTV HDDVR must be configured to connect to the DIRECTV
on Demand service.

In no event shall Contractor skip any of the above steps when installing a Customer within an MDU
structure which has been previously wired for L-band distribution of the DIRECTV Service (an “MDU
Resident”). All such MDU Residents must receive signal from his/her own installed antenna. If an
antenna cannot be installed for any reason, the Work Order is to be cancelled and the MDU Resident
is to be informed that he/she needs to contact the building manager in order to receive information
about receiving the DIRECTV Service.

Advanced Products Installation Checklist

	 	1.	 	DVRs require continuous phone connections without exception
	 
	 	2.	 	For-all Advanced Product installations or upgrades you will need the following:

	 	a.	 	F fittings
	 
	 	b.	 	Single RG6 coaxial cable
	 
	 	c.	 	* Dual Line RG6 coaxial cable
	 
	 	d.	 	* Dual Ground Blocks
	 
	 	e.	 	Standard tools
	 
	 	f.	 	Spare Dual LNB

	 	3.	 	If a customer currently has an 18” ODU with a single LNB and they are keeping
the 18” ODU it will have to be upgraded to a dual LNB prior to any other steps.
	 
	 	4.	 	Each advanced product requires 2 ports. Each standard receiver requires 1
port. Sum the ports to determine the switch configuration needed. Examples:

	 	a.	 	1 advanced product and 2 standard receivers = 4 ports
	 
	 	b.	 	2 advanced products and 1 standard receiver = 5 ports

	 	5.	 	If the customer’s equipment will use a 18” ODU and will require:

	 	a.	 	2 ports — DUAL LNB

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

25

 

	 	b.	 	3 to 4 ports — 3x4 multi-switch
	 
	 	c.	 	5 to 8 ports — 4x8 POWERED multi-switch

	 	6.	 	If the customer’s equipment will use a 18”x20” ODU and will require:

	 	a.	 	2-4 ports — Use existing switch or built in switch KaKu or
AU2 ODU
	 
	 	b.	 	5 to 8 ports —

	 	i.	 	Use a 4x8 of 6x8 (Ka/Ku,72.5, or WorldDirect customers)
multi-switch
	 
	 	ii.	 	2 dual ground blocks or 1
quad ground block
	 
	 	 	 	The DIRECTV residential Customer Education includes the following:

	29.	 	The technician must follow all guidelines regarding proper materials and installation
practices set forth in the standard residential statement of work.
	 
	30.	 	Completion of a site survey and planning the installation with the customer (Coaxial cable
routing, antenna location, connection of devices). The Technician must verify approval of the
installation and explain why the ODU is mounted in the best possible location and explain and
receive written approval for all customer installation charges.
	 
	31.	 	The technician is required to provide and review the “Welcome kit” with the customer.
	 
	32.	 	Customer education on the 1RD, Remote control and Programming must include the following:

	 	a)	 	How to perform soft and hard resets of the 1RD

	 
	 	b)	 	How to access and navigate through the IRD guide.
	 
	 	c)	 	How to change inputs on TV or AV receiver for viewing of DIRECTV or other
customer equipment.
	 
	 	d)	 	How our DIRECTV system functions with existing customer equipment including how
to record on a VCR, how to play a DVD, and how to use surround sound.
	 
	 	e)	 	How to set locks and limits
	 
	 	f)	 	How to order PPV
	 
	 	g)	 	Location of local channels including XM music channels
	 
	 	h)	 	DIRECTV interactive how to use and navigate
	 
	 	i)	 	Explain usage and location of all mix channels
	 
	 	j)	 	How to do programming searches.
	 
	 	k)	 	How the Caller ID works and how to disable or enable the caller ID and check
previous call in phone numbers.
	 
	 	1)	 	Inform the customer about the customer information channels (114), (201) at the
end of the customer education.
	 
	 	m)	 	How to access games, when applicable
	 
	 	n)	 	How to navigate using the remote in the guide
	 
	 	o)	 	How to program the remote for all existing devices and how to program new components to
the DIRECTV remote.

	 	a.	 	All known codes for all devices should be written down for the
customer on the receiver manual.

	 	p)	 	How to navigate the menu using the remote including info and test screens

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

26

 

	 	q)	 	How to check signal strength

	33.	 	Completion of all applicable forms and obtaining customer’s signature certifying the job was
completed to his or her satisfaction.
	 
	34.	 	Leaving installation company name and toll free or local telephone number with the customer
enabling them to contact the Installation Company or installer directly if there are any
problems with the installation.
	 
	35.	 	Final walk through with the customer showing ODU location, Multi-switch location and type of
multi-switch if applicable, and all receiver locations.
	 
	36.	 	If, after arriving at a job the installation cannot be completed and is cancelled, the
installer must explain to the customer in detail why they were not able to complete the job.
	 
	37.	 	Customer Education should be a minimum of 20 minutes .
	 
	38.	 	Ask customer if they are completely satisfied and if there is anything else they require.

Addendum A: DVR Customer Education

	I.	 	How to record programming
	 
	II.	 	How to pause rewind and fast forward using the remote
	 
	III.	 	30 second skip
	 
	IV.	 	Setting up series link
	 
	V.	 	How to access and delete recorded programming from “My VOD”
	 
	VI.	 	How to check to do list
	 
	VII.	 	PPV purchasing and recording including the ability to record and watch later
	 
	VIII.	 	Show the customer the location of the DVR plus channel 1000 and explain the future location of DIRECTV plus welcome video
in showcases.

Addendum B: KA/KU HD installs Customer Education

	I.	 	Off air antenna channel location and integration
	 
	II.	 	Importance of the BBC for programming reception
	 
	III.	 	How to change display mode
	 
	IV.	 	HD channel locations including local channels where available
	 
	V.	 	How to change TV Format
	 
	VI.	 	HD DVR should encompass a combination of HD installs and DVR installs

Addendum C: EarthLink Customer Education

	I.	 	How to install and configure modem
	 
	II.	 	How to connect and reset the modem
	 
	III.	 	How to check wireless Signal strength
	 
	IV.	 	How to troubleshoot connectivity

Addendum D: Wild Blue Customer Education

	I.	 	How to install and configure the software
	 
	II.	 	How to connect and reset the modem
	 
	III.	 	How to check Signal strength
	 
	IV.	 	How to troubleshoot connectivity

Addendum F: DIRECTV on Demand Customer Education

	I.	 	How to install and configure the DIRECTV Ethernet adapter to the customer’s router and HDDVR
	 
	II.	 	How to connect to the DIRECTV on Demand service on the HDDVR
	 
	III.	 	How to identify if the DIRECTV approved Ethernet adapter is functioning.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

27

 

EXHIBIT 2.c.

PERSONNEL, VEHICLES AND UNIFORMS

     A. Personnel. With respect to any employee or Approved Subcontractor, as defined
below, who is assigned by Contractor to perform its duties under this Agreement, any part of which
requires entrance by the employee onto property owned or rented by a DIRECTV customer, or any other
citizen of the community, Contractor warrants that such individual is qualified, able and suitable
to perform the duties assigned in a good, professional and workmanlike manner and with care and
concern for DIRECTV, DIRECTV’s customers, third parties and any of their property, and that they
have successfully completed SBCA Certified Installer Training (or other DIRECTV-approved training
program) and have been otherwise properly trained to perform and provide the Services hereunder
(Services could expand requiring specific DIRECTV training). Specifically, Contractor shall only
allow those employees and Approved Subcontractor technicians who have successfully completed the
applicable DIRECTV-approved training program to perform those Services which require a certain
minimum level of training (i.e., Grades 1-3 DIRECTV commercial installation certification). In the
event that Contractor is considering offering employment to an individual then currently employed
by another installation and service contractor of DIRECTV, Contractor shall inform DIRECTV of this
decision prior to any offer of employment being made. Throughout the Term, Contractor shall
maintain an accurate database setting forth the skill sets and training programs completed by each
of its technicians and such data shall be subject to independent review by DIRECTV pursuant to
Section 2.d of the Agreement. Contractor shall, throughout the Term of the Agreement, maintain a
minimum one-to-twenty (1-20) supervisor to technician ratio, including Approved Subcontractors, in
each individual market that Contractor operates. In addition, Contractor hereby agrees to include
a reasonable background check and drug screen on potential employees (including both new
individuals and former employees who desire to return to Contractor) within its standard
hiring/operating policies with respect to those individuals whose employment shall include
performing the Services. Both the individual employee background checks as well and the results of
negative drug screen shall be made available to DIRECTV upon reasonable notice to verify
compliance. Specifically, Contractor shall ensure that:

          (i) such individual has been required to take a 5-panel drug screening test for those
controlled substances as dictated by Contractor and the results of the test were negative prior to
the offering of employment;

          (ii) a federal, state and county (including city, if applicable) criminal background check was
performed on such individual (including sex offender database check) and the check revealed no (a)
convictions for felonies, (b) (commencing May 1, 2007), misdemeanor convictions related to violence
or sex offenses, or (c) other information which would indicate that the individual is a danger to
DIRECTV, its customers, third parties or any of their property; and

          (iii) a social security number verification and DMV record review has occurred.

     B. Subcontractors. In no event shall Contractor appoint or allow any third party or
subcontractor (each a “Subcontractor) to perform and provide any Services prior to (i) that
Subcontractor providing to Contractor evidence of a reasonable background check and drug screen of
each of its Services-providing technicians which is no less stringent than those requirements for
Contractor as set forth above (Contractor to maintain on file all Subcontractor technician
background checks and negative drug screen results available for audit by DIRECTV), (ii) that
Subcontractor receiving and successfully completing SBCA Certified Installer Training (or other
DIRECTV-approved training program) for each applicable technician, as determined by DIRECTV in its
sole discretion and (iii) receiving an approval from DIRECTV (each an “Approved Subcontractor”),
which approval may or may not be granted in DIRECTV’s discretion; provided, however, that in any
DMA in which Contractor is authorized to perform the Services, Contractor shall not permit Approved
Subcontractors to perform more than [****] of Contractor’s aggregate Work Orders in any particular
DMA in any given accounting month during the Term,

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

28

 

without the prior written approval of DIRECTV. In the event Contractor engages or otherwise
utilizes Approved Subcontractor(s) in the performance of Services as set forth herein, Contractor
shall cause such Approved Subcontractors) to comply with and abide by the terms, conditions and
restrictions imposed upon Contractor as set forth in this Agreement, including all attachments and
exhibits related thereto; provided, however, that Contractor shall be solely responsible for the
methods, techniques, sequences, and procedures of the Services to be provided hereunder and the
timely completion of each Work Order performed by such Approved Subcontractor(s), if any; provided,
further, that the utilization of a Subcontractor may be expressly forbidden pursuant to the
specific terms of the attached Statement of Work applicable to the contemplated Service. On a
monthly basis, Contractor shall be obligated to provide to DIRECTV, a written list of its Approved
Subcontractors who actually performed Services. All Approved Subcontractor usage data provided to
DIRECTV shall be subject to verification by DIRECTV as set forth in paragraph 2.g. In addition,
each Approved Subcontractor shall be identified in CSG Workforce Express, or any successor system,
such that DIRECTV may at all times determine the labor capacity of each such Approved
Subcontractor. DIRECTV, in its sole discretion and upon notice to Contractor, may terminate the
Approved Subcontractor status of any such third party or subcontractor and Contractor may not
engage or otherwise utilize such third party or subcontractor in the performance of Services as set
forth herein unless and until DIRECTV, in writing, reinstates such third party or subcontractor as
an Approved Subcontractor, if ever. In addition to Approved Subcontractors who shall be performing
Services hereunder, Contractor may elect to deploy third parties with respect to certain call
center and/or data management activities. In no event shall any such third party vendor have
access to any DIRECTV Confidential Information, as defined in Section 23.a. of the Agreement,
prior to DIRECTV’s (i) written approval of such third party ‘vendor, and (ii) receipt of a fully
executed confidentiality agreement, including terms and conditions materially consistent with
Section 23, by and between Contractor and such third party vendor (at which point such third party
vendor would become an Approved Subcontractor).

     C. Identification Cards. Contractor, at its own expense, will provide identification
badges to be worn by personnel, including Approved Subcontractors, engaged in the performance of
Contractor’s duties under this Agreement. DIRECTV shall provide Contractor with a generic ID card
template to be used. Such badges will include the name, address and telephone number of
Contractor, in addition to a photograph and the name of the individual wearing the badge. The
identification badges will be displayed by all Contractor personnel at all times while performing
the Services and shall indicate that the installer is an authorized DIRECTV installer. In
addition, installers and maintenance personnel will present a professional appearance at all times
and will wear DIRECTV uniforms, as set forth below. Qualifications for performance shall include,
but not be limited to, customer-relations skills, technical skills and adherence to dress
standards. Employees shall identify themselves as Contractor’s employees, not DIRECTV employees,
in any circumstance where identification is necessary.

     D. Vehicles, DIRECTV requires that no less than eighty percent (80%) of all Work Orders
performed shall be carried out by technicians driving vehicles meeting DIRECTV’s standards.
Therefore, Contractor’s aggregate vehicle fleet, including those vehicles used by any Approved
Subcontractor shall consist of no less than eighty percent (80%) of new or like-new and
damage-free, OSHA-compliant, white vans or trucks with matching, white truck-bed shell. In
addition, while no more than twenty percent (20%) of all vehicles, either HSP or Approved
Subcontractor or both, may be a color other than white, each such vehicle shall be new or like-new
and damage-free, OSHA-compliant vans or trucks. DIRECTV’s specific standards as to what shall
constitute new or like-new, as well as the trademark guidelines, shall be clearly set forth within
the DIRECTV vehicle approval policy.

Failure by Contractor to meet this fleet requirement shall be considered a material breach of this
Agreement. Only vehicles owned or leased as well as insured by Contractor, or the Approved
Subcontractor, if applicable, will be considered for eligibility under the minimum fleet
requirement. Contractor shall clearly identify all vehicles and other major equipment operating
under the authority of this Agreement with Contractor’s name and phone number as a service provider
for DIRECTV or such other entity as DIRECTV may reasonably direct. Contractor shall display the
DIRECTV logo on all vehicles and other major equipment it operates under this Agreement in
accordance with the terms hereof and in accordance with the terms of the trademark and logo
guidelines provided by DIRECTV. In the event that DIRECTV creates a van “wrap” displaying the
DIRECTV logo and/or other marketing

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

29

 

or promotional messages related to the DBS service, Contractor shall be required to purchase and
install such wrap for each fleet vehicle required hereunder. In no event shall Contractor modify
in any way the wrap (including, but not limited to, listed phone numbers on any part of the wrap)
without the prior written approval of DIRECTV. In addition, any vehicle used by an Approved
Subcontractor that displays the DIRECTV logo shall (i) clearly identify the vehicle as a contractor
vehicle (including the phone number of the Approved Subcontractor), and (ii) only be in the form of
a magnetic decal which shall be removed by the Approved Subcontractor at all times when such
vehicle is not performing services on behalf of DIRECTV. In no event shall Contractor place, or
allow any Approved Subcontractor to place, any DIRECTV markings on any vehicle not meeting the
standards as set forth in the vehicle approval policy. All vehicles used by Contractor in the
performance of the Services shall be kept clean and shall be maintained in accordance with
reasonable standards specified by Contractor.

     E. Uniforms. Contractor shall require that all of its technicians, including all
Approved Subcontractor technicians, performing Services within the residences or commercial
establishments of DIRECTV customers wear no less than the approved DIRECTV shirt and cap while
performing the Services. In addition, all technicians shall wear DIRECTV-approved pants while
performing any Services. Such shirts or caps shall be offered to Contractor from DIRECTV, or its
agent, at DIRECTV’s published prices. All other DIRECTV uniform items (including jackets) may be
purchased by Contractor from DIRECTV, or its agent, at its discretion, but shall not be required
attire under this Agreement. Notwithstanding the foregoing, Contractor may, on its own, purchase
collared, uniform shirts from a third party and shall affix a DIRECTV logo/patch, at Contractor’s
sole cost, in the exact same manner and appearance as is provided with the DIRECTV shirts;
provided, however, that DIRECTV shall approve such shirt prior to implementation by Contractor
(DIRECTV’s approval shall be based on the proposed shirt’s reasonable similarity to the uniform
shirt provided by DIRECTV with respect to color and style).

     F. Personal Grooming Standards. Contractor shall ensure that all technicians (both
employees and contracted Authorized Subcontractors) strictly adhere to the DIRECTV Personal
Grooming Standards, as set forth in the Policies and Procedures.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

30

 

EXHIBIT 2.e.

CONTRACTOR CONTACT LIST

180 Connect, Inc.

Attention: Zach McGuire

Phone: (303) 395-8865

Facsimile: (888) 298-9994

E-mail: zmcguire@ironwoodcommunications,com

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

31

 

EXHIBIT 3.

CONTRACTOR INSTALLATION & SERVICE RESPONSIBILITIES

     a. General. Contractor shall, (i) furnish all necessary materials, labor, tools, and
equipment required for the successful completion of each Fulfillment Service hereunder; (ii) during
the course of performing a Fulfillment or Service Work Order, avoid the accumulation of excessive,
unsightly, or dangerous waste material, and shall ensure the orderly removal and disposal thereof;
(iii) furnish and pay for all required licenses and permits, and post any bonds or security
required under applicable laws, with respect to all Services performed by Contractor; (iv) be
solely responsible for the methods, techniques, sequences, and procedures of DIRECTV System
installation and other Services, if any, and the timely completion of each Work Order; (v) provide
information regarding such DIRECTV System installation and other Services, if any, as reasonably
requested by DIRECTV, in a format reasonably acceptable to DIRECTV; and (vi) abide by all local,
state and Federal laws, statutes, rules, regulations and ordinances including applicable Consumer
Protection Acts. In all of its activities as a representative for DIRECTV, Contractor shall
conduct itself in a commercially reputable and ethical manner and shall engage in no deceptive
sales practice or other practice which impugns DIRECTV’s reputation and goodwill.

          (i) Customer Ownership. In performing and providing the Fulfillment Services for
DIRECTV customers, Contractor shall not obtain any ownership or otherwise any right to such DIRECTV
customers or customer information related thereto (collectively, the “Customer Information”). As
between DIRECTV and Contractor, the Parties agree and acknowledge that the Customer Information is
confidential information of DIRECTV, and the use and dissemination of such Customer Information
shall be subject to Section 23 herein.

          (ii) Training. Contractor agrees to provide at all times a qualified and
fully-trained administrative, installation, and service staff. In performing and providing the
Services hereunder, Contractor agrees to develop and implement at its expense adequate training
programs based on specifications provided by DIRECTV (such specifications to include minimum
classroom and field training requirements), and Contractor shall attend all training programs
requested by DIRECTV. In addition, DIRECTV, in its sole discretion, may produce and distribute to
Contractor, certain training materials by video broadcast or in video tape or CD ROM format. Such
materials shall be made available to all technicians, including Approved Subcontractors by
Contractor, Contractor shall provide a “hands on” training facility at each warehouse / plant
location where eight (8) or more technicians report on a regular basis (daily or weekly).
“Facility” shall be defined as a permanent, or mobile unit that includes, but is not limited to,
IRD(s) (including advanced services), ODU(s), television, VCR/DVD, wiring diagrams, cable, drop
materials, and specific tools used in DIRECTV installation and service. Contractor acknowledges
and agrees that its provision of certain Services shall require the completion of specific training
programs necessary to perform the tasks as set forth in the applicable Statement of Work. Certain
training sessions or materials shall require that Contractor obtain signatures from each technician
that may be scheduled to perform the Services addressed in the particular training session.
Contractor shall maintain records establishing training dates identified by applicable subject
matter, attendees and pass/fail records for all technicians involved in such training session.
Such proof of receipt of training via technician signatures shall be subject to audit by DIRECTV.

     b. Installation and Service Specifications.

          (i) Contractor agrees that all Services provided by Contractor pursuant to this Agreement will
be performed in a good and workmanlike manner in accordance with this Agreement, including the
applicable Work Order and the Policies and Procedures. Contractor and Approved Subcontractors
shall thoroughly study and know the contents of such Policies and Procedures and shall keep the
most current form of such Policies and Procedures in their vehicles at all times as a reference
source.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

32

 

          (ii) Contractor warrants the quality and workmanship of all Services for the first twelve (12)
months from the date of provision of such Services (unless otherwise set forth in the applicable
Statement of Work), and shall timely repair or fix any defects in the Services provided, or
otherwise re-perform the Services during the said time period without charge to DIRECTV or the
customer.

          (iii) In the event that Contractor materially breaches the obligations in the provision of the
Services hereunder, in addition to the termination and other rights DIRECTV may have hereunder,
Contractor shall be responsible and liable for all costs and expenses incurred by DIRECTV in
properly providing the Services and inspecting Contractor’s work; provided, however, that
Contractor shall be solely liable for any damage to private or public property resulting in its
provision of the Services, irrespective of the date on which such damage may manifest itself, and
shall indemnify DIRECTV with respect to any such claims pursuant to section 18 hereunder.

          (iv) Contractor will obtain appropriate information and required locations with respect to the
location of buried cables and utilities prior to performing any excavation or underground work and
will locate, expose and protect from damage all existing underground facilities, including
electrical, telephone, water, gas, sewer or other utilities. All location services must be
performed in a timely manner to enable Contractor to meet the performance standards set forth
herein.

          (v) In all installations of DIRECTV Systems where the customer has a phone tine, whether
working or not, Contractor shall use the phone line to connect each and every DIRECTV IRD in such
DIRECTV customer’s premises. Contractor shall make every effort to have the DIRECTV IRD
successfully pass a phone test and receive an impulse authorization. Contractor’s performance in
connecting to the phone line, FOR NEW INSTALLATIONS ONLY, may result in incurring a chargeback if
the percentage of non-responding IRDs, as measured on a monthly basis, exceeds 40% of all IRDs
activated during new installations by Contractor that month.

          (vi) Contractor shall utilize only those contractual forms/agreements to be signed by DIRECTV
customers upon installation/activation as prescribed by DIRECTV (the “DIRECTV Forms”). No
modification to such DIRECTV Forms shall be permitted without DIRECTV’s prior written consent.
With respect to each Service provided by Contractor hereunder, Contractor agrees that it will
complete and obtain copies of the applicable DIRECTV Forms and will timely process and file the
hard copies of such DIRECTV forms in accordance with DIRECTV procedures. Contractor shall provide
the original or a copy of each completed DIRECTV Form to DIRECTV upon DIRECTV’s request.

          (vii) Upon completion of a Fulfillment Service, Contractor shall remove all of its tools,
equipment and materials from the area, will leave the area clean and ready for use and shall
restore the area to the same condition as it was prior to the performance of the Services.

          (viii) On a monthly basis, Contractor shall quality-inspect no less than three (3) separate
jobs performed by each of Contractor’s employed technicians and identified by a valid “QC” Work
Order, during the preceding calendar month and such work shall have a Quality Control pass rate of
at least [****] (based on the “Quality Control Form” included in the Policies and Procedures as
provided by DIRECTV). In addition, Contractor shall quality inspect no less than three (3)
separate Work Order jobs performed by each technician employed or contracted to each Approved
Subcontractor and identified by a valid QC Work Order during the preceding calendar month and such
work shall have a Quality Control pass rate of at least [****]. Each inspection must include no
less than one quality control picture of the DIRECTV System antenna at each inspected project,
which pictures shall be maintained by Contractor in a neat and organized file, and forwarded to
DIRECTV along with Contractor’s inspection reports upon DIRECTV’s request. For each inspection,
Contractor shall use the form issued by DIRECTV as the same may be reasonably modified by DIRECTV
from time to time. Said form, along with the name of the technician being inspected and the date
of inspection shall be filed within Contractor’s applicable field office and available for review
by DIRECTV. Contractor shall, subject to customer’s availability, immediately make necessary
repairs based on such inspection without additional compensation from DIRECTV or the applicable

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

33

 

DIRECTV customer (if the customer is not available for repairs during the inspection visit,
Contractor shall schedule its own appointment with the customer in order to repair the. DIRECTV
installation as quickly as possible). Any and all quality inspection of the Services provided
hereunder shall be performed by an employee of Contractor (supervisor or above) other than the
employee or the individual who actually performed such Services. In no event shall an Approved
Subcontractor perform any quality inspection on behalf of Contractor. Any failure by Contractor to
perform the minimum number of inspections as required hereunder and/or failure to achieve the
minimum pass rate for such work inspected) for two consecutive measuring periods shall be deemed a
material breach of this Agreement. Notwithstanding the foregoing, DIRECTV reserves the right
conduct its own inspections of Contractors work. In the event that DIRECTV reasonably determines
that the Services were not substantially performed pursuant to DIRECTV standards, DIRECTV shall
issue a non-pay Service Call Work Order requiring Contractor to promptly return and perform the
needed service.

          (ix) In the event of a Service Call Work Order requiring the deployment of DIRECTV Hardware,
Contractor shall use commercially reasonable efforts to use refurbished DIRECTV Hardware (packaging
will identify receivers as new or refurbished) as opposed to new DIRECTV Hardware. It shall be
Contractor’s responsibility to manage its supply of refurbished DIRECTV Hardware and timely order
additional materials when needed.

     c. Ancillary Work. In some instances DIRECTV customers, or the recipient of the
Services provided hereunder, may contract with Contractor to provide ancillary services related to
the Services, but not specifically called for by DIRECTV within the Work Order (“Ancillary Work”).
For purposes of an example only, such Ancillary Work may include the installation or relocation of
an of air antenna, the running of additional cable or a sidewalk bore. In the event Contractor
agrees to provide such Ancillary Work, the actual rates for such services shall be negotiated and
agreed to in writing by customer and the Contractor prior to the commencement of such Ancillary
Work. The rates for such Ancillary Work may be included in the DIRECTV “Not To Exceed” pricing
list set forth in the P&P. To the extent that the requested Ancillary Work is listed, pricing must
be in accordance with DIRECTV’s then-published pricing. In such event, Contractor is operating as
an independent contractor and is not an employee or agent of DIRECTV nor shall DIRECTV be a party
to such transaction. In no event shall DIRECTV be responsible for the performance of Contractor
with respect to any Ancillary Work nor shall DIRECTV warrant or guarantee the performance of
Contractor with respect to the Ancillary Work. In performing Ancillary Work, Contractor shall
provide customer reasonable written notification within its contract or work order form that
DIRECTV is not the party providing the Ancillary Work. Notwithstanding the foregoing, Contractor
warrants the quality and workmanship of all Ancillary Work for no less than first twelve (12)
months from the date of provision of such service, and shall repair or fix any defects in the
Ancillary Work provided, or otherwise re-perform the services during the said time period at no
additional charge to the customer. In addition, Contractor agrees to charge the customer no more
than reasonable market rates for the specific services provided (see DIRECTV’s recommended rates
for Ancillary Work in the P&P, as defined in Section 2.4 of Exhibit 3.i.) .

     d. Materials,. Contractor shall provide, at its own expense, all materials necessary
to complete the Fulfillment Service hereunder (the “Drop Materials”). Exhibit 3.d., attached
hereto and incorporated herein, contains a list of Drop Materials that Contractor shall possess
throughout the Term.

     e. Response Times.

          (i) Scheduling. Prior to receiving connectivity with DIRECTV’s customer management
system, as described in Section 2(a) above, Contractor shall have sufficient labor available to
meet DIRECTV’s response times as set forth below no less than 95% of the time, as measured monthly
on a per-DMA basis (subject to the impact of force majuere events, as shall be reasonably
determined by DIRECTV), and shall inform DIRECTV’s dispatcher weekly of Contractor’s availability
on a 90-day rolling forecast. After receiving connectivity with DIRECTV’s customer management
system, Contractor agrees to enter, monitor and maintain a specified amount of time, seven (7) days
a week, for morning appointments and afternoon appointments (or that appointment window as

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

34

 

dictated by DIRECTV should DIRECTV elect to shorten the appointment window) on the scheduling
management system for each assigned area to Contractor for Fulfillment Service responsibilities,
during which Contractor will be available to respond to Fulfillment Service Calls scheduled in the
system (the “Scheduling Quota”). Contractor agrees to maintain the Scheduling Quota for thirty
(30) days in advance of each day, regardless of fluctuations clue to DIRECTV promotions or
otherwise. Contractor shall manage the Scheduling Quota and its technical personnel work schedules
so that certain time frames, as are determined by DIRECTV, are always available to DIRECTV
customers for the following:

          (a) Installation Requests (including primary and additional outlet installations, upgrades,
reconnects, antenna/outlet relocations and move/transfers): Appointment always available within
seventy-two (72) hours of DIRECTV’s or DIRECTV customer’s request;

          (b) Service Call Requests (including all maintenance and repair calls): Appointment always
available within twenty-four (24) hours of the creation of the applicable Service Call Work Order
by DIRECTV (or the specific date requested by the DIRECTV customer if beyond the next day); and

          (c) Equipment Retrieval Requests: If applicable, appointment always available within
seventy-two (72) hours of DIRECTV’s or DIRECTV customer’s request.

With respect to all scheduling, Contractor shall be required to maintain current, valid individual
technician information (e.g., name, skill-set, shift, etc.) on a daily basis. For the purposes of
this section, “available” shall mean that Contractor shall have no less than fifteen percent (15%)
quota availability for the applicable DMA, as measured by the past average monthly quota.

          (ii) Installations.

               (a) Contractor shall be fully prepared to perform and complete all assigned, scheduled
Fulfillment Service appointments on the scheduled date and within the scheduled appointment window,
even if Contractor is unable to confirm such appointment with the DIRECTV customer. If a DIRECTV
customer is not at the premises at the time of a scheduled appointment, Contractor shall leave a
missed appointment door hanger, which shall be provided at Contractor’s sole expense and such door
hanger shall contain Contractor’s name and phone number and such other information as requested by
DIRECTV. Such door hanger must be pre-approved in writing by DIRECTV in accordance with the terms
of this Agreement.

               (b) In the event that Contractor is unable to perform and complete all assigned, scheduled
Fulfillment Service appointments on the scheduled date and within the scheduled appointment window,
Contractor shall promptly contact the DIRECTV customer by telephone to notify the DIRECTV customer
of the scheduling problem prior to the scheduled appointment time. Contractor shall promptly
reschedule the appointment at the earliest time convenient to the DIRECTV customer, indicate the
rescheduled appointment and the reason(s) therefor on its scheduling calendar; provided, however,
that DIRECTV reserves the right to, upon notice to Contractor, immediately reassign such
Fulfillment Service Work Order to another party in the event that such Work Order was not timely
performed due to Contractor’s fault. In such case, Contractor shall not receive any compensation
related to such Service and may, pursuant to Exhibit 3.e.(v), subject Contractor to a charge as a
result of the missed appointment.

               (c) All Fulfillment Services shall be completed as scheduled,

          (iii) Maintenance and Service Calls. All maintenance and Service Calls dispatched to
Contractor by DIRECTV shall be completed as scheduled. In the event that Contractor does not meet
the “no later than next day” window for Service Calls, DIRECTV shall have the right to transfer the
Work Order to another party and to charge Contractor for service work in the amount incurred by
DIRECTV for the transferred Service Call
Work Order. Contractor shall be required to bring back to specification any installation of a
DIRECTV System found to be out of specification, regardless of the original nature of the Service
Call.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

35

 

          (iv) Rescheduling. In the event DIRECTV customer requests a rescheduling of an
appointment through Contractor, Contractor shall promptly notify DIRECTV of such request and the
rescheduled appointment time and date. Contractor shall monitor all rescheduling of Work Orders by
DIRECTV and shall complete the rescheduled appointment pursuant to the terms as set forth herein.

          (v) Performance Standards; Customer Interviews. Contractor shall be required to meet
the performance standards (the “Performance Standards/Chargebacks”) described herein and as set
forth in Exhibit 3.e.(v). In addition to the specific Performance Standards, DIRECTV shall
interview by phone or other method, any number of newly-installed customers to obtain feedback on
such customer’s overall installation experience as provided by Contractor (“Customer Interviews”).
Such Customer Interviews will address issues including, but not limited to, installation scheduling
and performance, technician neatness (uniform compliance) and professionalism, DIRECTV Service
demonstration by the Contractor technician, and costs related to Ancillary Work, if any.
Contractor, at its sole cost, shall be required to provide retraining (as provided by DIRECTV) of
all Contractor technicians should DIRECTV reasonably believe that Contractor’s technicians are
performing in a substandard manner with respect to any particular process within the overall
installation experience. Any particular data collected regarding Contractor appointment scheduling
shall be included in the applicable monthly calculations by DIRECTV of the Performance Standards.

     f. Equipment Retrievals. When a DIRECTV System receiver is replaced by Contractor
during a Service Call, Contractor shall retrieve the old receiver, including the access card, from
the DIRECTV customer and Contractor shall promptly forward the old receiver and access card to
DIRECTV’s hardware reburbisher. DIRECTV will monitor the number of receivers activated upon a
receiver swap against the number of used receivers returned by Contractor. To the extent that the
number of returned receivers is materially less than the number of those newly activated pursuant
to the receiver swap, DIRECTV, in its sole discretion, reserves the right to charge Contractor back
for a reasonable amount of this loss.

     g. Education: Customer Follow-up. Contractor shall, at the time of installation of a
DIRECTV System, provide each DIRECTV customer with adequate customer education, as set forth in
Exhibit 1.a.iii, regarding the use and operation of DIRECTV System. During each Service Call,
Contractor personnel shall provide DIRECTV customers with adequate education regarding the nature
of the problem leading to the maintenance or other Service Call and the resolution of such problem.
Such customer education shall include no less than Contractor personnel performing each step set
forth in the Installation Checklist, attached hereto and incorporated herein as Exhibit 3.g.
Contractor shall collect from each applicable customer a completed Installation Checklist signed by
customer and such checklists shall be kept on file at Contractor’s applicable office for DIRECTV’s
review. In addition, Contractor shall outbound phone call or otherwise contact one hundred percent
(100%) of the customers serviced by Contractor under (i) the “repeat service call within 60 days”
scenario, (ii) a rescheduled call and (iii) any canceled job each month in order to verify the
level of performance provided by Contractor’s technicians. DIRECTV shall provide to Contractor
recommended questions to be posed in such customer contacts. Such data shall be subject to audit
and review by DIRECTV.

     h. Property Damage Claims; Other Claims; Injuries. Contractor shall notify DIRECTV’s
designated contact person in writing within twenty-four (24) hours of each known incident in the
course of its installations or performance of other Services hereunder resulting in property damage
or some other claim. Contractor shall promptly investigate all such incidences and reach
resolution satisfactory to DIRECTV and the DIRECTV customer or other affected party as soon as
possible upon notice and not later than that time period set forth in the Policies and Procedures.
During the course of the investigation, Contractor shall provide periodic status reports to
DIRECTV’s designated contact person within the DIRECTV Home Services Damage Claim Department. To
the extent that Contractor does not comply with this Section 3(h) (or the applicable Policies and
Procedures) or for whatever other

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

36

 

reason DIRECTV deems it necessary to take any action to investigate, defend, or resolve any
such incidences, DIRECTV shall have the right to charge back, invoice or otherwise recoup the costs
of such investigation, defense and resolution from Contractor pursuant to the terms of the Damage
Claim section of the Policies and Procedures. In addition to a chargeback equal to DIRECTV’s
actual costs associated with its resolution of a Contractor-caused damage claim, DIRECTV shall also
charge Contractor an administrative fee equal to [****] for each damage claim that DIRECTV is left
to resolve as a result of Contractor’s inability to timely address. Notwithstanding the foregoing,
all allegations of bodily injury, other than those covered under Workers Compensation laws, must be
immediately reported in writing to DIRECTV’s designated contact person.

     i. DIRECTV System Hardware sold to Contractor by DIRECTV. Throughout the Term of the
Agreement, DIRECTV may require that Contractor purchase DIRECTV Hardware or System components such
as an ODU and/or LNB from DIRECTV and deliver and provide Services for such DIRECTV System Hardware
specifically in the fulfillment of DIRECTV offers. Such DIRECTV Hardware and/or System components
purchased by Contractor would then be purchased back by DIRECTV upon the deployment by Contractor
of the specific material as documented in the applicable Work Order. The purchase by Contractor
(as well as the re-purchase by DIRECTV) of DIRECTV System and/or component inventory, including the
execution and filing of applicable UGC statements shall be performed in accordance with the terms
and conditions of such arrangement as hereby set forth in Exhibit 3.i. Exhibit 3.i. may be amended
from time to time by the mutual agreement of the Parties.

     j. Call Center Requirements. To the extent that Contractor employs personnel (or
contracts with an Approved Subcontractor) to provide call center services with respect to DIRECTV
customer contact for the Services hereunder, the following metrics must be met, as measured on a
monthly basis:

               (i) ASA (Average Speed of Answer) of sixty seconds or less, 85% of the time.

     Such call center connectivity shall allow for authorized DIRECTV-employee real-time, remote
monitoring.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

37

 

EXHIBIT 3.d.

DROP MATERIALS; TOOLS

REQUIRED MATERIALS TO PERFORM EACH WORK ORDER

(subject to change from time to time)

See the Service Provider Installation Guide (“SPIG”)

MINIMUM
TOOLS REQUIRED TO PERFORM EACH WORK ORDER

DIRECTV® installer only

Inclinometer w/Compass

Digital Volt / ohm Meter

Satellite Signal Strength Meter

ADDITIONAL
TOOLS RECOMMENDED TO PERFORM EACH WORK ORDER

	 	 	 
	Adjustable Wrench 10”
	 	 
	Side Cutters

	 	Cable Caddy
	7/16” open end wrench

	 	Drill, 1/2” electric
	pliers

	 	100’ grounded extension cord
	needle nose pliers

	 	Drill, Cordless, 3/8”
	Slot Screwdriver set

	 	Drill Bit 1/4” x 18” Masonry
	Phillip Head Screwdriver set

	 	Drill Bit 1/4” x 18” Wood Auger
	Wire Strippers

	 	Drill Bit
3/8” x 18” Wood Auger
	Cable Prep Tool Set for RG-56

	 	Drill Bit 3/8” x 18” Masonry
	Crimp Tool to match RG-6 connectors

	 	Drill Bit
5/8” x 18” Wood Auger
	RJ-11 modular Crimp Tool for Telephone

	 	 Drill Bit 5/8” x 18” Masonry
	Telephone Wire Line Tester

	 	Drill Bit for masonry anchors (3/16”)
	Torque Wrench

	 	Fish Tape and Reel, 100’
	Staple gun for phone wire application

	 	Ladder, Fiberglass, House minimum 28’
	Hack Saw

	 	Ladder, Step 6’
	Hammer, Decking, 20 oz.

	 	100’
3/8” rope hand line
	Level, Pole type

	 	Safety belt with strap
	Tape Measure (30’)

	 	Post hole Digger (9’ Scissors)
	English socket set to 3/4” w / ratchet

	 	Spud Bar 72”
	Metric socket set to 18mm w / ratchet

	 	Round Tip Shovel
	Bow Saw — 30”

	 	Trenching Shovel
	Tree Prune w/ Fiberglass Handle
	 	 
	5 Gallon Pail
	 	 

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

38

 

EXHIBIT 3.e.(v)

PERFORMANCE STANDARDS/CHARGEBACKS

The performance standards (the “Performance Standards”) listed below are the minimum operational
standards with which Contractor must comply for all Services performed under this Agreement. The
Performance Standards listed below do not comprise an all-inclusive list. Contractor is
responsible for compliance with all terms and conditions of this Agreement and DIRECTV’s policies
and procedures, whether or not contained in this Exhibit 3.e.(v). Performance Standards, other
than the customer satisfaction score, shall be measured on a per DMA basis and are based upon
[****] figures when measured approximately [****] after the end of each [****], unless otherwise
provided herein. Source systems to acquire data for Performance Standards measurement shall
include CSG/Work Force Express or other workforce management system, STMS and WRQES audit database.

	1.	 	Service Calls within sixty (60) days of prior visit: Closed Service Call Work Orders
to the same address opened within sixty (60) days of the close date of any prior visit
(irrespective of whether the prior visit was for an installation, movers, upgrade or service
call) shall not exceed [****] of the applicable monthly closed Work Order volume during Q2,
2007; [****] during Q3, 2007 and [****] during Q4, 2007 and beyond..
	 
	2	 	Cancel Rate, New Installs: Contractor shall maintain a cancel rate on New
Installation work orders of less than [****] of all New Installation work orders completed.
	 
	3.	 	Escalation Rate: Opened escalations as a percentage of all monthly scheduled work
orders shall be less than [****] in Q2, 2007 (lowered to [****] in Q3 and [****] in Q4).
	 
	4.	 	Customer Satisfaction: Contractor shall achieve a monthly blended customer
satisfaction score as measured across Contractor’s entire territory, based on customer
interviews conducted by a third party, of no less than [****].
	 
	5.	 	ADTA. New installations shall not exceed [****] for the average days to activate, as
measured monthly.
	 
	6.	 	ADTC. Upgrades shall not exceed [****] for the average days to close, as measured
monthly; Movers/former customers shall not exceed [****] for the average days to close, as
measured monthly; Service Calls shall not exceed [****] for the average days to close, as
measured monthly

For each DMA meeting or exceeding both the Performance Standard metrics above, as well as the
additional metrics as set forth in Attachment A hereto, during the monthly measuring period shall
entitle Contractor to specific incentive bonuses in accordance with the terms and conditions set
forth in Attachment A. Failure by Contractor to comply with any one of the above Performance
Standards, as calculated on a monthly basis, [****] within a particular DMA shall be deemed a
material breach of this Agreement; provided, however, that the customer satisfaction score shall
not be DMA-based. In the case of the customer satisfaction score, failure to achieve the minimum
score for [****] shall be deemed a material breach by Contractor. Contractor shall have [****]
from receipt of written notice of such failure to cure its default as is set forth in section &b.
of this Agreement (performance, in this case, shall be measured during the [****] period following
the date of receipt of such notice). Failure by Contractor to cure its material breach within this
[****] period, may result in immediate termination by DIRECTV at its sole discretion. Any failure
by Contractor to comply with any particular Performance Standard (other than the customer
satisfaction score) for more than [****] in any [****] period during the Term within a particular
DMA shall, upon written notification from DIRECTV, constitutes a non-curable material breach,
providing DIRECTV with the option to immediately terminate this Agreement pursuant to section 8.c.
of this Agreement. In either event, DIRECTV may, short of termination, elect to remove Contractor
from any current
DMA (both performing and nonperforming) should Contractor be unable to cure the breach of these
performance standards within the allotted cure period.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

39

 

NON-PERFORMANCE
CHARGEBACKS

In addition to the above, Contractor may be subject to the following chargebacks:

	(i)	 	Should Contractor’s overall satisfaction score fall below [****] in any measuring month,
every compensable Work Order for that month shall be reduced by [****].
	 
	(ii)	 	DIRECTV has implemented an “On Time Service Guarantee” program which will result in a [****]
credit to customers who experience a late-arriving technician, missed appointment or a No
Call/No Show. This will apply to all Installation, Mover, Upgrade or Service Call Work Orders
for residential customers. The customer shall be eligible to receive a [****] credit to
his/her account if Contractor’s technician, including any Approved Subcontractor, has not
arrived by the end of the appointment window (the applicable 4-hour window (or the applicable
“first AM/last PM window” during Daylights Savings)). To the extent that DIRECTV reasonably
determines that the customer’s complaint regarding a late or missed appointment is legitimate,
Contractor shall be subject to a charge back equal to the [****] credit provided by DIRECTV to
the customer.
	 
	(iii)	 	In the event that an Office of the President escalation, Contractor will be charged back
[****] if it is determined by DIRECTV, in its reasonable discretion, that the issue is based
on the poor performance of Contractor, whatever that may be. To the extent that the
customer/pending customer elects to terminate the relationship with DIRECTV as a result of
this poor performance, DIRECTV shall have the right to charge Contractor back an additional
amount of [****], for a total of [****]

 

			
	*	 	The customer satisfaction score shall be determined by an overall, basic rating by the DIRECTV
customer as to the outcome of the services (both Fulfillment and Service Calls) provided by
Contractor (specifically, a rating by the customer of being “not satisfied,” “somewhat satisfied”
or “very satisfied” with the performance of Contractor as it relates to the Services required by
the applicable Work Order assigned by DIRECTV to Contractor). A passing customer satisfaction
score shall equate to no less than [****] out of every [****] customers’ acknowledgment of being
either “somewhat satisfied” or “very satisfied” with Contractor’s performance. Telephone
interviews of each such customer shall be conducted by DIRECTV or DIRECTV’s authorized agent.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

40

 

EXHIBIT 3.g.

INSTALLATION/SERVICE SATISFACTION CHECKLIST

Please see current Checklist form in the P&P

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

41

 

EXHIBIT 3.i.

SALE OF DIRECTV SYSTEMS AND COMPONENTS TO CONTRACTOR

I. THE USE OF CONTRACTOR-OWNED DIRECTV SYSTEM HARDWARE

     1. SALE OF DIRECTV SYSTEMS.

          1.1 SALE. From time to time during the term of this Agreement, DIRECTV agrees to sell to
Contractor, and Contractor agrees to buy, DIRECTV System components (including individual
receivers, ODUs and LNBs) (collectively, “DIRECTV System Components”), solely for use in connection
with DIRECTV customer installations and service work as described in Section 5 below, in such
quantity as is reasonably determined by both Contractor and DIRECTV, through modes of
transportation as reasonably determined by DIRECTV. As between DIRECTV and Contractor, DIRECTV
shall be solely responsible and liable for any and all costs and expenses related to the shipment
of all DIRECTV System Components to Contractor under this Agreement, subject to the conditions set
forth in Section 2.5 below. Contractor hereby agrees that it will only use the DIRECTV System
Components purchased from DIRECTV hereunder for DIRECTV-assigned Work Orders which require the
consumption of such Contractor-owned DIRECTV System Components’ and for no other purpose
whatsoever, including, but not limited to, Contractor’s own sales initiatives, if any.

          1.2 TITLE. The title to each and every DIRECTV System Component sold and shipped to
Contractor hereunder shall remain with DIRECTV until such DIRECTV System Component is delivered to,
and accepted by, Contractor or to its consignee. Notwithstanding anything to the contrary
contained herein, upon receipt of DIRECTV System Components, and until such DIRECTV System
Components are provided to a DIRECTV Customer and accepted by such DIRECTV Customer, Contractor
shall remain liable for any and all losses, thefts, damages or otherwise (collectively,
“Casualties”) in connection with such DIRECTV System Components and shall maintain adequate
insurance to protect such DIRECTV System Components from and against any and all Casualties.

          1.3 SECURITY INTEREST. Contractor hereby agrees to grant to DIRECTV a first priority security
interest (the “Security Interest”) in and to each and every DIRECTV System Component purchased, but
not yet paid for, by Contractor from DIRECTV for the purposes of this Exhibit 3.i. during the Term
of this Agreement. Promptly upon execution of this Amendment, Contractor shall execute and file
any and all documents requested by DIRECTV to perfect DIRECTV’s Security Interest in and to such
DIRECTV System Components pursuant to the terms hereunder, including, but not limited to, UCC-l
documents. In addition, Contractor shall not encumber or otherwise cause any liens or security
interest to be placed on such DIRECTV System Components prior to the payment by Contractor of each
specific DIRECTV System Component.

     2. PAYMENT OF DIRECTV SYSTEMS; REPORTING/RECONCILIATION.

          2.1 INVOICING PROCESS. DIRECTV shall provide an individual invoice (the “DIRECTV System
Invoice”) for each sales order shipment of DIRECTV System Components sold to Contractor. The
DIRECTV System Invoice shall be generated on the date of individual shipment. Contractor shall
have the affirmative duty to inspect each received shipment to verify actual count and to note any
visible physical damage to the shipment. Without the timely reporting to DIRECTV of any
discrepancy as set forth below in Section 2.5, DIRECTV shall invoice Contractor based solely on
DIRECTV’s copy of the advanced shipment notification generated by DIRECTV’s shipping agent
applicable to such DIRECTV System Invoice.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

42

 

          2.2 INVOICE DUE DATE/OFFSETTING. Other than the exception stated in the following sentence,
the DIRECTV System Invoice due date shall be thirty (30) days from the date of the applicable
shipment; provided, however, that in the event that the due date is extended beyond thirty (30)
days, that specific period shall be stated on the applicable invoice. Notwithstanding the
foregoing, all advanced product receivers (DVRs, HD and HD-DVR receivers) purchased will have an
invoice due date of forty-five (45) days from the date of the applicable shipment. The Invoice
shall primarily be for notification purposes and shall state that payment to DIRECTV is not to be
effectuated by the actions of Contractor. Rather, on the due date as set forth on the applicable
Invoice, DIRECTV shall automatically offset the DIRECTV System Invoice balance against any amounts
owed by DIRECTV to Contractor under this or any other agreement between the parties, including
those Fulfillment, Service Call, any incentive or bonus, hardware reimbursement or sales commission
payments (as more fully detailed in Section 6, below) then currently due to Contractor from
DIRECTV.

          2.3 HARDWARE SHIPPING SCHEDULE/COSTS. It is the parties’ intent to ship hardware from DIRECTV
to Contractor’s plants weekly based on DIRECTV’s rolling ninety (90) day consumption forecast
specific to the region(s) serviced by each of Contractor’s applicable DIRECTV-authorized ship-to
locations. Upon the receipt of the applicable forecasts, Contractor shall determine the amount of
hardware desired to cover the intended weekly consumption period and shall order those amounts of
hardware from DIRECTV through DIRECTV’s purchase order (“PO”) process. Upon the receipt of such
PO, DIRECTV shall issue a corresponding sales order and shall initiate the shipment of such sales
order. Contractor may, in its reasonable discretion, request more or less hardware in its weekly
PO than as is advised by DIRECTV based upon DIRECTV’s rolling forecast and DIRECTV shall ship that
requested amount; provided, however, that in the event Contractor requests LESS THAN the advised
amount as communicated by DIRECTV and Contractor then requires an additional shipment to cover the
unanticipated shortfall (a “Contractor Shortfall Order”), Contractor shall be solely responsible
for all shipping costs related to that specific Contractor Shortfall Order. Those shipping charges
to Contractor shall reflect DIRECTV’s actual shipping costs related to the specific Contractor
Shortfall Order. In addition, if Contractor requests delivery of hardware in either less-than-full
pallet. quantities and/or delivery to locations requiring a liftgate service, DIRECTV, in its sole
discretion, may elect to charge Contractor an additional handling fee of $1.50 per unit for
less-than full pallet quantities and $30.00 per pallet requiring liftgate service. In the event
that consumption exceeds DIRECTV’s anticipated forecast on which Contractor based its weekly PO of
hardware and an expedited shipment is required (a “DIRECTV Shortfall Order”), DIRECTV shall be
solely responsible for all shipping costs related to that specific DIRECTV Shortfall Order. In no
event shall DIRECTV have any obligation to “buy-back” hardware ordered by Contractor as a result of
a shortfall in the anticipated the forecasted sales volume; provided, however, that Section 7
hereunder sets forth those limited scenarios where a hardware buy-back by DIRECTV may be
applicable.

          2.4 HARDWARE RECEIPT/RECONCILIATION PROCESSES. Contractor shall have up to fifteen (15) days
from the shipping date of the applicable sales order to report back to DIRECTV any discrepancies
between its PO and the shipped amounts pursuant to DIRECTV’s sales order. Such discrepancies would
include missing units, visible damage and serialization inconsistencies. With respect to
potentially latent problems with hardware, including DOA receivers and inaccurate access card
information, such discrepancies shall be reported to DIRECTV no later than sixty (60) days from the
shipping date of the sales order which included the unit in question. This reporting process shall
follow the terms set forth in the P&P.

          2.5 PURCHASE OF REFURBISHED RECEIVERS. Certain makes and models of used receivers, as
identified by DIRECTV, shall be returned by Contractor to DIRECTV or its agent for refurbishment
after such receiver has been replaced during a Service Call. Pricing of refurbished receivers will
be the same as a new unit of the same make/model. It is the parties’ intention that Contractor
shall limit its purchase of refurbished receivers to that approximate number of receivers
previously returned to DIRECTV (or its agent) by Contractor for repair or refurbishment. All
DIRECTV System Components to be consumed by Contractor on Work Orders generated by DIRECTV shall
only be purchased by Contractor from DIRECTV pursuant to the terms hereunder. In the event that
DIRECTV is unable to timely provide sufficient DIRECTV System Components required by
Contractor to timely perform pending Work Orders, Contractor may, upon the agreement of the
parties, acquire components from other pre-approved sources; provided, however, that any use of non
DIRECTV-provided System Components by Contractor in the fulfillment of a Work Order which has not
been pre-approved in writing by DIRECTV shall be deemed a material breach of the Agreement.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

43

 

     3. CUSTOMER PURCHASE OF DIRECTV SYSTEMS/TITLE TRANSFER. DIRECTV may from time to time deliver
a Work Order to Contractor for a particular installation, ordering the purchase of a DIRECTV System
Component and identifying the particular DIRECTV System Component, DIRECTV Customer his/her
address, how many DIRECTV System Components will be delivered to him/her, and other pertinent
information. Contractor shall acknowledge receipt of the Work Order and shall thereupon sell to
DIRECTV; and DIRECTV shall purchase, the designated DIRECTV System(s) at the price (“Purchase
Price”) and on the payment and other terms and conditions set forth in this Exhibit 3.i.
for sale by DIRECT)/ to the DIRECTV Customer. Title to and risk of loss of the DIRECTV System
Component so purchased shall pass to DIRECTV upon delivery and installation of the System at the
designated DIRECTV Customer’s location (at which time, DIRECTV shall simultaneously transfer title
of the System to the DIRECTV Customer), in accordance herewith. DIRECT)/ may cancel the Work Order
without liability if Contractor fails to timely perform any of its obligations hereunder relating
thereto.

     4. DIRECTV DISCRETION. DIRECTV may set and change the terms of the sales program that it
offers to DIRECTV Customers in its sole discretion. DIRECTV makes no guarantee regarding the
volume of such transactions and nothing herein grants Contractor any exclusivity regarding them;
provided, however, that DIRECTV shall use its best commercially reasonable efforts to offer to sell
to Contractor, on a weekly basis, only that amount of DIRECTV System Components as shall be
necessary to fulfill the actual number of Work Orders provided to Contractor by DIRECTV, based on
DIRECTV’s rolling sales forecast.

     5. DIRECTV CUSTOMER TRANSACTIONS. If the customer transaction for a DIRECTV System Component
is a sale, Contractor shall, on DIRECTV’s behalf, deliver to the DIRECTV Customer all applicable
warranty, user, and title documents, as DIRECTV may prescribe. DIRECTV may set and change the
price and other terms of sale in its discretion, and shall bear all risk of collection. In no
event may Contractor collect any money or payments from the DIRECTV Customer which are to be
payable to DIRECTV, unless DIRECTV otherwise requests in writing.

     6. HARDWARE PURCHASE PRICE. In consideration of new receiver purchases only (including any
advanced receivers such as new HD or DVR receivers) by Contractor under this Exhibit 3.i., DIRECTV
shall pay to Contractor, as reimbursement, that purchase price (the “Hardware Reimbursement Fee”)
as set forth in Exhibit 4.A.(i) to the Agreement (“Schedule of Rates”), as amended hereunder, for
the applicable completed Work Order. For administrative purposes, the parties agree that the
DIRECTV Hardware Reimbursement Fee for any new DIRECTV System receiver shall be the same amount as
is established in the applicable invoice for each such new receiver sold by DIRECTV to
Contractor as contemplated herein. In addition, while the applicable per-unit Hardware
Reimbursement Fee for new receivers shall remain identical to that specific amount invoiced
by DIRECTV in the applicable DIRECTV System Invoice, throughout the Term of the Agreement, the
actual invoiced amount and corresponding, identical Reimbursement Fee per unit may, per DIRECTV’s
discretion, fluctuate during the Term upon notice by DIRECTV to Contractor.

The purchase price of the DIRECTV System Components including:

	 	(i)	 	New/refurbed DIRECTV standard receivers;
	 
	 	(ii)	 	New/refurbed DIRECTV DVR receivers;
	 
	 	(iii)	 	New/refurbed high definition DIRECTV receivers;
	 
	 	(iv)	 	new/refurbed HD/DVR DIRECTV receivers;
	 
	 	(v)	 	HD antennae;

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

44

 

	 	(vi)	 	ODUs;
	 
	 	(vii)	 	LNB; and
	 
	 	(viii)	 	Individual remotes

purchased by Contractor as contemplated herein (the “Purchase Price”) shall be set by DIRECTV with
DIRECTV providing Contractor approximately thirty (30) days notice of any change to the then
current per-item pricing. Other Components may be added by DIRECTV throughout the term of the
Agreement. In the event that a price change occurs for Components other than receivers and the
cost of that Component is built into the all-in fulfillment rate established (ODUs, for example),
modification to the applicable fulfillment rate shall occur twenty-one (21) days AFTER the modified
price for such Component goes into effect.

     7. HARDWARE BUYBACK. Under limited circumstances, DIRECTV, in its reasonable discretion
shall, upon the written request of Contractor, buy back certain DIRECTV System Components. Such
buy backs, if any, shall be limited to the following situations:

          7.1. OBSOLESCENCE. In the event that any DIRECTV System Component purchased by Contractor
pursuant to this Exhibit 3.i. becomes immediately obsolete pursuant to DIRECTV’s written directive
and Contractor is prohibited from further deployment in the field, DIRECTV shall reimburse
Contractor its actual cost for each such Component that had been purchased and paid for by
Contractor that is then returned to DIRECTV (shipping to be paid for by DIRECTV). In the event
that DIRECTV provides Contractor no less than 120 days to consume all soon to be obsolete DIRECTV
System Components as identified by DIRECTV, however, such DIRECTV System Components shall not be
reimbursed for by DIRECTV if any such now-obsolete Component is still on-hand after this 120 day
consumption period. Extensions to this 120-day consumption period may be granted by DIRECTV in
writing in the event that the System Components) in question could not have been reasonably
consumed by Contractor based on the volume of applicable Work Orders provided by DIRECTV during the
120-day consumption period. Similarly, in the event of a Component recall by the Component
manufacturer whereby DIRECTV instructs Contractor to retrieve previously deployed Components
(within a unique Work Order type), DIRECTV shall replace, at no cost to Contractor, each such
recalled Component timely returned to DIRECTV per its return procedures on a one-for-one basis.

          7.2 AGREEMENT TERMINATION. In the event that this Agreement is terminated pursuant to
the terms hereunder and, as of the effective date of termination Contractor maintains an inventory
of DIRECTV System Components purchased by Contractor pursuant to this Exhibit 3.i., DIRECTV shall
reimburse Contractor its actual cost for each such Component that had been purchased and paid for
by Contractor that is then returned to DIRECTV (shipping to be paid for by DIRECTV), DIRECTV shall
only reimburse Contractor for those returned Components that are new, unopened and may still be
deployed in the field; provided, however, that with respect to DIRECTV receivers, both new and
refurbished units may be returned for reimbursement so long as the individual receivers have not
been removed from its packaging.

     8. TAXES.

          8.1 PROPERTY TAXES. In the event that Contractor maintains a warehouse in a state where its
inventory may be subject to a property tax and that warehouse is also a DIRECTV-authorized ship-to
location for the purposes of this Exhibit 3.i., DIRECTV shall, upon receipt Of a copy of the
applicable tax assessment specific to the DIRECTV System Components purchased by Contractor
hereunder, (i) calculate its estimated aggregate number of each of the DIRECTV System Components
that reasonably should have been on-hand as of the date of the assessment, and (ii), in accordance
with the established property tax on inventory rate for the applicable jurisdiction, remit to
Contractor that amount equal to DIRECTV’s reasonable calculation of its tax responsibility, if any.
As of the effective date of this Amendment, the only states that have a property tax on inventory
which may be applicable to this paragraph 8 a. include: ARIZONA, GEORGIA, INDIANA, KENTUCKY,
MISSISSIPPI, OHIO, OKLAHOMA, TEXAS, WEST VIRGINIA and possibly TENNESSEE.
Notwithstanding, the foregoing, to the extent that Contractor has the right to apply for any
inventory exemption status (partial or fully) related to the DIRECTV System Components in the
applicable state/applicable taxing jurisdiction, DIRECTV will only reimburse those amounts which
the taxing authority, in writing, does not grant that exemption.

          8.2. SALES AND USE TAXES. Upon the receipt of the properly executed resale certificate(s)
from Contractor, DIRECTV will consider the transaction a “sale-for-resale” transaction and shall
not charge Contractor sales tax on the transaction. If at a future date DIRECTV buys the DIRECTV
System Components back from Contractor, the DIRECTV-issued resale certificate to Contractor shall
make the buy-back of such Components a “sale for resale” resulting in no sales tax liability to
Contractor on that purchase by DIRECTV. At that point in time, DIRECTV shall self assess the
applicable tax on the sale and shall timely remit to the appropriate taxing authority. Said
DIRECTV-issued resale certificates shall be provided in conjunction with the execution of this
First Amendment.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

45

 

EXHIBIT 4.a.(i)

RATE MATRIX

As provided in the February 28, 2007 DIRECTV Rate Card Letter with the addition of the following
line item:

	 	 	 	 	 
	Employee Account/Upgrade —

	 	[****]
	 	No charge to customer for:
	Additional Work

	 	 	 	Wall Fish, Pole Mount,
Non-penetrating/sled mount,
custom mounts, diplexers, and
wireless phone jacks

Commercial Rates as set forth below:

	 	 	 	 	 	 	 	 	 	 	 
	HSP/AFS Commercial Commission Rates
— ODU &	 	 
	Multiswitch Paid by Code	 	 
	Fulfillment Labor/incidental materials	 	HSP/AFS/Regional
AFS Commission Rates
	 	 	 	 	 	 	 	 	Non-	 	 
	 	 	 	 	 	 	 	 	Pen	 	 
	 	 	Labor	 	Ballast	 	Plenum Cabling	 	Roof Mount	 	Blended Rate
	Install/Movers
	 	 	 	 	 	 	 	 	 	 
	Standard Installation

	 	[****]
	 	[****]
	 	[****]
	 	[****]
	 	[****]
	Advanced Products Installation (incl. DVR, HD)

	 	[****]
	 	[****]
	 	[****]
	 	[****]
	 	[****]
	Additional Outlet (same trip on Installation)

	 	[****]
	 	[****]
	 	[****]
	 	[****]
	 	[****]
	2nd ODU Install (same trip)

	 	[****]
	 	[****]
	 	[****]
	 	[****]
	 	[****]
	 
	 	 	 	 	 	 	 	 	 	 
	Upgrades
	 	 	 	 	 	 	 	 	 	 
	Relocate

	 	[****]
	 	[****]
	 	[****]
	 	[****]
	 	[****]
	HD Upgrade

	 	[****]
	 	[****]
	 	[****]
	 	[****]
	 	[****]
	DVR Upgrade

	 	[****]
	 	[****]
	 	[****]
	 	[****]
	 	[****]
	Additional Outlet Upgrade

	 	[****]
	 	[****]
	 	[****]
	 	[****]
	 	[****]
	2nd ODU Upgrade (International/72.5)

	 	[****]
	 	[****]
	 	[****]
	 	[****]
	 	[****]
	Additional Outlets, same trip

	 	[****]
	 	[****]
	 	[****]
	 	[****]
	 	[****]
	High Definition Antenna Install

	 	[****]
	 	[****]
	 	[****]
	 	[****]
	 	[****]

	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	ODU/	 	Multi	 	 	 	 
	 	 	Labor	 	LNB	 	Switch	 	IRD	 	All In Rate
	Service Call

	 	[****]
	 	[****]
	 	[****]
	 	[****]
	 	[****]

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

46

 

EXHIBIT 4.a.(ii)

SERVICE CALL PAYMENTS

The “all-in” Service Call rate shall be [****] (includes labor/materials, LNB swap, multiswitch
swap, and ODU swap), Receiver usage will be reimbursed through the buy-down system based on access
card activation (all receivers — new or refurbished — used by Contractor will have access cards).
In addition, Contractor will be paid for [****] of the service calls within [****] at the [****]
labor rate only (receiver will be reimbursed through buy down). Commercial Service Call rates as
set forth in the Rate Card (Exhibit 4.a.(i)).

For Hawaii only, The “all-in” Service Call rate shall be [****] (includes labor/materials, LNB
swap, multiswitch swap, and ODU swap). In addition, Contractor will be paid for [****] of the
Hawaii service calls within [****] at the [****] labor rate.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

47

 

EXHIBIT 11

Marketing of DIRECTV Products to Customers

THE DIRECTV PROTECTION PLAN

Upon mutual agreement of both Contractor and DIRECTV, Contractor may promote the DIRECTV Protection
Plan and educate eligible customers as to its terms and conditions at the point of installation or
upgrade of the DIRECTV System such that the customer will be familiar with the Protection Plan in
order to elect to purchase the Protection Plan from DIRECTV upon service activation through a
DIRECTV call center agent or, if approved by DIRECTV, through Contractor closing the installation
or upgrade work order with a unique close code representing customer electing to purchase the
Protection Plan service.

     1. APPOINTMENT. DIRECTV hereby appoints Contractor as its representative to market and
promote subscriptions for the Protection Plan (“Subscriptions”), on the terms and conditions
contained herein. Contractor may market and promote Subscriptions only to single family residential
household customers in the contiguous United States WHILE CONTRACTOR IS PERFORMING, PURSUANT TO
THIS AGREEMENT, THE SERVICES ON BEHALF OF DIRECTV FOR THE CUSTOMER. Contractor may market and
promote Subscriptions only for the Protection Plan as described herein, and not any other services
DIRECTV may currently offer or may offer in the future; provided, however, that DIRECTV may, in its
sole discretion, elect to expand upon the products that Contractor may offer in which case this
Exhibit 11 shall be amended to include the terms and conditions related to any such additional
products. DIRECTV may amend the terms of the Protection Plan from time to time on written notice
to Contractor and Contractor shall be responsible for relaying the current terms of the Protection
Plan to customers. Contractor hereby accepts such appointment and shall use its best commercial
efforts to market and promote Subscriptions. Contractor may not sell any competing warranty
product as it relates to the DBS Service throughout the term of this Agreement.

     2. GENERAL OBLIGATIONS.

          2.1 TRAINING. DIRECTV shall provide training and/or training materials regarding its
Protection Plan to Contractor’s training personnel, as DIRECTV reasonably deems necessary.
Contractor shall train its own employees to the satisfaction of DIRECTV. DIRECTV may require
Contractor’s employees to attend supplementary training classes from time to time. Contractor shall
be responsible for all expenses and compensation of its employees during such training.

          2.2 PERSONNEL. Contractor may allow its employees (including employees of Authorized
Subcontractors only) to market and promote the Protection Plan.

          2.4 STANDARD POLICIES. Contractor shall strictly comply with the standard policies and
procedures of the Protection Plan as DIRECTV may promulgate for its representatives in written
notices, guidelines, and bulletins, as the same may be amended from time to time (collectively
“Policies”). The Policies shall be an integral part of this Agreement but may not impair any of
Contractor’s rights granted herein.

          2.5 STANDARD OF CONDUCT. In all of its activities as a representative for DIRECTV and in its
own DIRECTV System business, Contractor shall conduct itself in a commercially reputable and
ethical manner, shall comply with all applicable laws, and shall engage in no deceptive sales
practice or other practice which impugns DIRECTV’s commercial reputation and goodwill.

     3. TRANSMISSION OF CUSTOMER INFORMATION. In the event that an eligible customer, after
receiving the related materials and information, has expressed to Contractor an interest in
purchasing the Protection Plan from DIRECTV, Contractor shall (i) obtain written confirmation of
customer’s election (in a manner
as shall be communicated by DIRECTV to Contractor), and (ii) transmit to DIRECTV, via
DIRECTV’s work order system (“CSG”), or other DIRECTV-specified data transmission procedure,
notification of such customer’s interest.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

48

 

     4. RATES AND TERMS OF SERVICES.

          4.1 RATES. DIRECTV shall determine the pricing, terms, and conditions of the Protection Plan
in its discretion. Contractor shall not represent that DIRECTV Protection Plan may be obtained on
any different terms or rates, shall not impose additional or different terms and shall not offer
customers any discount, rebate, or other material benefits in consideration for subscribing to it,
except as expressly authorized by DIRECTV in writing.

          4.2 CHANGES. DIRECTV may change the pricing, terms, conditions, and availability of its
Protection Plan from time to time in its discretion. DIRECTV shall notify Contractor of such
changes as soon as practicable. Contractor shall promptly replace point of sale materials as
necessary.

          4.3 MISREPRESENTATIONS. If Contractor misrepresents or fails to fully disclose any prices or
other terms of the DIRECTV Protection Plan to any customer, it shall reimburse DIRECTV any amount
which DIRECTV is compelled, or in its reasonable judgment according to its standard practices
decides, to pay or credit the customer in compensation for such misrepresentation. In addition,
DIRECTV shall be entitled to offset any such payment or credit by DIRECTV to customers as a result
of Contractor’s misrepresentations or omissions against any amounts owed to Contractor by DIRECTV.

     5. CUSTOMER ORDERS FOR SERVICE. Upon receipt of confirmation, via CSG or other
DIRECTV-specified data transmission procedure, that a specific customer has expressed interest in
purchasing the Protection Plan, DIRECTV shall use its commercially reasonable efforts to finalize
the sale, of the Protection Plan to customer through agent activation or customer literature post
activation. All elections by customers to order the Protection Plan shall be subject to acceptance
or rejection by DIRECTV in its discretion and Contractor understands and agrees that a customer may
ultimately elect not to purchase the Protection Plan even if such customer had previously expressed
to Contractor an interest in purchasing the Protection Plan. All Subscription fees shall be billed
directly to the Subscriber by DIRECTV.

     6. COMPENSATION.

          6.1 PROTECTION PLAN COMMISSIONS. In consideration of Contractor’s services in marketing and
promoting the customer’s purchase of the DIRECTV Protection Plan, DIRECTV shall pay Contractor
commissions (“Protection Plan Commissions”) in the amounts and on the terms and conditions set
forth below, upon both of the following events (collectively a “Protection Plan Activation”):

               (a) DIRECTV’s receipt of an Order for the Protection Plan from an eligible customer (i.e., an
existing customer not yet subscribing to the Protection Plan or a new customer who has not yet
indicated, pursuant to the pending services set forth within the applicable Work Order, that he/she
has elected to subscribe to the Protection Plan at service activation) where such Order is
evidenced by the customer acknowledging such in writing on the DIRECTV Installation/Service
Satisfaction Checklist; and

               (b) DIRECTV’s acceptance of such Order of the Protection Plan.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

49

 

          6.2 COMMISSION RATE.

               (a) DIRECTV shall pay Contractor a Protection Plan Commission, for its services in promoting
Orders for the D1RECTV Protection Plan, on the terms and conditions in the Agreement and as
described below:

	 	 	 	 	 	 	 
	Commission Tier	 	Take Rate Range	 	Commission Payment	 	60-day Chargeback
	Tier 1

	 	[****]
	 	[****]
	 	[****]
	Tier 2

	 	[****]
	 	[****]
	 	[****]
	Tier 3

	 	[****]
	 	[****]
	 	[****]

A [****] and [****] take-rate will pay [****] Commission per sale, [****] to [****] take-rate will
pay [****] per sale and anything over [****] take rate will pay [****] per sale. The take-rate
calculation will be made monthly and based off volume from the previous calendar month. A 60-day
chargeback applies for each tier and will be equal to the corresponding Commission payment. As of
today this will-be at the Corp ID level, but paying at the DMA level may occur in the future.

          (b) DIRECTV’s obligation to penalize Contractor with charge back shall commence upon the
earliest to occur of any of the following events, as they relate to each applicable Subscription:

	 	(i)	 	the termination of the Subscription for any reason (including termination resulting
in a change in customer account type to an account type ineligible to purchase the
Protection Plan) in the first sixty (60) days of service; or
	 
	 	(ii)	 	the disconnection of the Subscription for any reason; unless a reconnection by
Subscriber occurs within the first sixty (60) days of service; or
	 
	 	(iii)	 	the termination of the Subscription for any reason in the first sixty (60) days
of service; or
	 
	 	(iv)	 	the cancellation by the Subscriber of its commissionable DIRECTV Programming
Package, notwithstanding such customer maintaining its Protection Plan Subscription after
said Programming Package cancellation in the first sixty (60) days of service.

               (c) An accounting setting forth Contractor’s monthly Protection Plan Subscriber Base shall be
included with Contractor’s monthly commissions report it receives as a commissioned DIRECTV
Contractor.

               (d) No Protection Plan Commissions shall be earned if a customer elects to purchase the
Protection Plan on any date subsequent to that calendar date which is the customer’s DIRECTV
Programming Service Activation. Date or the date on which the Service Call at which the Protection
Plan was promoted by the technician.

          6.3 EXCEPTIONS.

               (a) Notwithstanding anything to the contrary herein, DIRECTV shall not be required to pay any
Protection Plan Commissions for:

                    (i) any Subscription canceled prior to the commencement of service;

                    (ii) any Subscription that may inadvertently attach to (or change to) a customer
account type not eligible as a commissionable account type as set forth in this
Exhibit;

                    (iii) Orders
made by a Subscriber subsequent to the offer made by DIRECTV to customer
upon Activation;

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

50

 

               (b) DIRECTV shall not be required to pay any Protection Plan Commissions on account of
payments received by DIRECTV from Subscribers after the termination of this Agreement or
termination of this Protection Plan marketing program.

          6.4 CHANGES. Contractor acknowledges that DIRECTV may need to adapt its marketing cost
structure to changing conditions from time to time. Accordingly, DIRECTV may change the Commission
Schedule (including the Commission rate) at any time, and from time to time, in its discretion;
provided that DIRECTV shall give Contractor at least thirty (30) days prior written notice of the
effective date of any such change.

          6.5 SET-OFFS BY DIRECTV. DIRECTV may set-off or recoup any amounts owed to it by Contractor,
or by its subsidiaries and affiliates, pursuant to this or any other agreement with DIRECTV, and
any damages suffered by DIRECTV due to Contractor’s breach hereof or other misconduct, against any
amounts which it owes to Contractor. The foregoing does not limit DIRECTV’s right to recover any
unrecouped balance.

     7. TERMINATION. Either party may elect to terminate this promotion and marketing of
the Protection Plan by Contractor for any or no cause upon ten (10) business days written notice to
the other party.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

51

 

ATTACHMENT A

PERFORMANCE-BASED INCENTIVE PAYMENTS

(Effective as of April 1, 2007)

A. PERFORMANCE-BASED INCENTIVE PAYMENTS

In addition to the applicable Rate(s) set forth in Exhibit 4.a.(i), Contractor, during Q2-Q4 2007
(the “Program Period”), shall be eligible to receive up to two (2) separately calculated additional
payments (the “Incentive Payment”) based on DIRECTV’s calculation of Contractor’s (i) compliance
(per DMA) with the Productivity Incentive Metric as set forth below and (ii) pass rate of customer
satisfaction results (Tracker Study blended score) as set forth below. The calculation with
respect to any Incentive Payment earned by Contractor shall be performed by DIRECTV on a monthly
basis using the data collected in the prior month; provided, however, that payment of any such
aggregate monthly Incentive Payment shall be made by DIRECTV to Contractor approximately sixty (60)
days from the last day of the applicable month.

I. PRODUCTIVITY INCENTIVE METRIC — PROVIDED THAT Contractor is not in breach of any material
obligation under the Agreement and meets or exceeds each of the following Minimum Performance
Standards, other than where excepted as specifically identified by DIRECTV in writing, on a per DMA
basis:

	1.	 	Service Calls within sixty (60) days of prior visit: Closed Service Call Work Orders
to the same address opened within sixty (60) days of the close date of any prior visit
(irrespective of whether the prior visit was for an installation, movers, upgrade or service
call) shall not exceed [****] of the applicable monthly closed Work Order volume.
	 
	2	 	Cancel Rate, New Installs: Contractor shall maintain a cancel rate on New
Installation work orders of less than [****] of all New Installation work orders completed.
	 
	3.	 	Escalation Rate: Opened escalations as a percentage of all monthly scheduled work
orders shall be less than [****] in Q2, 2007 (lowered to [****] in Q3 and [****] in Q4).
	 
	4.	 	Customer Satisfaction: Contractor shall achieve a monthly blended customer
satisfaction score as measured across Contractor’s entire territory, based on customer
interviews conducted by a third party, of no less than [****].
	 
	5.	 	Work Reassignment: No Work Orders (within the applicable DMA) have been Reassigned
during the measuring period by DIRECTV due to Contractor’s inability to manage the provided
volume of work within the performance standards as set forth herein; provided, however, that
uncontrollable weather/force majeure events or out of the ordinary DIRECTV initiatives within
the DMA shall be reasonably excluded by DIRECTV. For the purposes of this Attachment A,
“Reassigned” shall mean that the Work Order has been routed to a Secondary Provider in the
DMA/management area where Contractor is the current primary provider. Should that particular
DMA/management area ever be bifurcated, Contractor will no longer be held accountable for Work
Orders in that area which no longer identifies Contractor as the primary provider.

THEN, Contractor’s monthly Productivity Incentive payment will be calculated as follows:

For a Productivity calculation (as provided in your daily productivity reporting) of greater than
or equal to [****] for the applicable month, [****] ([****]) multiplied solely by the number of
such applicable installation, mover, former customer, service and upgrade Work Orders successfully
completed by Contractor (that is, Work

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

52

 

Order has been qualified for payment by DIRECTV) during that month in the applicable DMA. No Work
Orders in dispute at the time of such monthly calculation shall be included in the applicable
monthly Incentive Payment, if any.

or

For a Productivity calculation of greater than or equal to [****] for the applicable month, [****]
dollars [****] multiplied solely by the number of such applicable installation, mover, former
customer, service and upgrade Work Orders successfully completed by Contractor (that is, Work Order
has been qualified for payment by DIRECTV) during that month in the applicable DMA. No Work Orders
in dispute at the time of such monthly calculation shall be included in the applicable monthly
Incentive Payment, if any.

II. CUSTOMER SATISFACTION INCENTIVE — PROVIDED THAT Contractor is not in breach of any material
obligation under the Agreement and meets or exceeds each of the following Minimum Performance
Standards, other than where excepted as specifically identified by DIRECTV in writing, on a per DMA
basis:

	1.	 	Service Calls within sixty (60) days of prior visit: Closed Service Call Work Orders
to the same address opened within sixty (60) days of the close date of any prior visit
(irrespective of whether the prior visit was for an installation, movers, upgrade or service
call) shall not exceed [****] percent [****] of the applicable monthly closed Work Order
volume.
	 
	2	 	Cancel Rate, New Installs: Contractor shall maintain a cancel rate on New
Installation work orders of less than [****] of all New Installation work orders completed.
	 
	3.	 	Escalation Rate: Opened escalations as a percentage of all monthly scheduled work
orders shall be less than [****] in Q2, 2007 (lowered to [****] in Q3 and [****] in Q4).
	 
	4.	 	Customer Satisfaction: Contractor shall achieve a monthly blended customer
satisfaction score as measured across Contractor’s entire territory, based on customer
interviews conducted by a third party, of no less than [****].
	 
	5.	 	Work Reassignment: No Work Orders (within the applicable DMA) have been Reassigned
during the measuring period by DIRECTV due to Contractor’s inability to manage the provided
volume of work within the performance standards as set forth herein; provided, however, that
uncontrollable weather/force majeure events or out of the ordinary DIRECTV initiatives within
the DMA shall be reasonably excluded by DIRECTV.

THEN, Contractor shall be entitled to a monthly Incentive Payment calculated as follows:

For a Customer Satisfaction “Very Satisfied” rating greater than or equal to [****] in Q2, 2007
(increased to [****] in Q3 and [****] in Q4), [****] ([****]) multiplied solely by the aggregate
number of Installation, Mover, Former Customer, Upgrade, and Service work orders successfully
completed by Contractor during that quarter throughout Contractor’s territory. No work orders in
dispute at the time of such quarterly calculation shall be included in this applicable quarterly
Incentive Payment, if any.

Or

For a Customer Satisfaction “Very Satisfied” rating greater than or equal to [****] in Q2, 2007
(increased to [****] in Q3 and [****] in Q4), [****] ([****]) multiplied solely by the aggregate
number of Installation, Mover, Former Customer, Upgrade, and Service work orders successfully
completed by Contractor during that quarter
throughout Contractor’s territory. No work orders in dispute at the time of such quarterly
calculation shall be included in this applicable quarterly Incentive Payment, if any.

DIRECTV may, in its sole discretion, elect to extend the Program beyond the Program Period, or may
offer a different incentive program; provided, however, that DIRECTV is under no obligation to
offer any additional incentive-based compensation beyond the Program Period.

 

			
	*	 	The Customer Satisfaction score shall be determined by an overall, basic rating by the DIRECTV
customer as to the outcome of the services (specifically, Installation, Mover, Former Customer,
Upgrade, and Service Calls) provided by Contractor (specifically, a rating by the customer of being
“not satisfied,” “somewhat satisfied” or “very satisfied” with the performance of Contractor as it
relates to the Services required by the applicable Work Order assigned by DIRECTV to Contractor).
A passing (“minimum”) customer satisfaction score for incentive eligibility shall equate to no less
than [****] out of every [****] customers’ acknowledgment of being either “somewhat satisfied” or
“very satisfied” with Contractor’s performance. Telephone interviews of each such customer shall
be conducted by DIRECTV or DIRECTV’s authorized agent.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

53EX-10.37 Home Services Provider Agreement

 

Exhibit 10.37

CONFIDENTIAL TREATMENT REQUESTED — EDITED COPY

**** Certain confidential information contained in this document has been
omitted and filed separately with the Securities and Exchange Commission
pursuant to Rule 24-b-2 of the Securities Exchange Act of 1934, as amended.
Omissions are designated as [****].

DIRECTV, INC.

2007 HOME SERVICES PROVIDER AGREEMENT

     This Home Services Provider Agreement (including all Exhibits and Schedules hereto, this
“Agreement”) is entered into this first (15t) day of May, 2007 (the “Effective Date”), between
DIRECTV, Inc., a California corporation (“DIRECTV”), and Mountain Satellite, Inc. (“Contractor”).
DIRECTV and Contractor may also be collectively referred to herein as the “Parties.”

RECITALS

     A. DIRECTV is a provider of direct broadcast satellite (“DBS”) services to consumers which
include video, audio, data and other programming delivered via specialized satellite receiving
equipment.

     B. DIRECTV is also engaged in the business of selling digital satellite system equipment
consisting of a satellite antenna (including the LNB) and an integrated receiver/decoder (including
a remote control) (“DIRECTV System”), which is compatible and fully operable with DIRECTV’s DBS
services.

     C. DIRECTV and Contractor entered into that certain Sales Agency Agreement, as amended from
time to time (the “Sales Agency Agreement”), whereby Contractor became and continues to act as a
commissioned sales agent of DIRECTV in connection with DIRECTV’s DBS services.

     D. In addition, Contractor is engaged in the business of installing, servicing and maintaining
various consumer electronic products, including satellite systems.

     E. On December 29, 2000, DIRECTV engaged Contractor to perform installation and service work
with respect to the DIRECTV System (including any associated products DIRECTV and Contractor agree
that Contractor shall install) sold and rented by DIRECTV and to perform other services pursuant to
the specific terms of that Home Services Provider Agreement dated December 29, 2000 (the “Original
Agreement”).

     F. The Original Agreement has been amended as well as wholly replaced from time to time by the
Parties, the last replacement date being June 1, 2005 (the “2005 HSP Agreement”). The Parties
desire that the current 2005 HSP Agreement be terminated pursuant to the terms and conditions
hereunder and be replaced with this 2007 Home Services Provider Agreement (the “Agreement”) as of
the Effective Date; provided, however, that all covenants, conditions, rights and obligations of
both DIRECTV and Contractor which, by their terms or nature extend beyond the termination or
expiration of the 2005 HSP Agreement, shall survive its termination until fully performed.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

1

 

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

AGREEMENT

     1. Appointment of Contractor.

          a. Authority. DIRECTV hereby engages Contractor to provide services in the
installation and maintenance of DIRECTV System Hardware (the “Services,” or “Fulfillment Services”
when referring specifically to initial customer installation services only) as defined herein and
as identified in Exhibit l.a.i., attached hereto for DIRECTV customers located in areas
specified in Exhibit 1.a.ii. attached hereto, which services shall be performed in
accordance with this Agreement and a Work Order (as defined below) issued by DIRECTV in connection
therewith. Additional installation and/or maintenance services for DIRECTV-related products, other
products (each such service an “Additional Service”), shall be individually defined in a separate
Statement of Work, the rates for such Additional Services included, and shall be attached hereto
and incorporated herein as Exhibit l.a.iii. Throughout the Term, this Agreement may be amended by
mutual agreement of the parties to include further Additional Services and such Additional Services
shall be provided by Contractor pursuant to the terms and conditions as shall be set forth herein
(Additional Services shall be referred to as “Services” throughout this Agreement). For purposes
of this Agreement, a “Work Order” shall mean an individual order issued by DIRECTV for each
Service, or series of Services. Each Work Order shall be subject to the terms of this Agreement
and the requirements of each applicable Statement of Work attachment.

          b. Limitation. Nothing herein shall be construed to grant Contractor any right or
authority to sell, solicit or take orders for DIRECTV’s DBS service, or otherwise act as a sales
agent or an agent of DIRECTV, or sell or rent a DIRECTV System either on its own behalf or on
behalf of DIRECTV.

          c. Commencement of Work. Notwithstanding any other provision herein, Contractor may
perform Services only upon: (i) receipt of a written or electronic Work Order from DIRECTV or its
authorized agent; (ii) receipt of the DIRECTV System specifically identified by DIRECTV for the
DIRECTV customer, or notification that the DIRECTV customer has received the DIRECTV System; (iii)
coordination by Contractor directly with the DIRECTV customer for the earliest convenient time to
perform the applicable Services in connection with the DIRECTV System and agreed upon hardware and
antenna placement (subsequent to the scheduling of the appointment window by DIRECTV); and (iv)
confirmation by Contractor to DIRECTV of receipt of the Work Order and scheduled time for provision
of applicable Services. Under no circumstances, however, shall Contractor delay the provision of
any Services hereunder, or the scheduling of such Services appointment, for the convenience of
Contractor and/or its employees or agents. Initial appointment coordination by Contractor with the
DIRECTV customer shall also be used by Contractor to identify any potential line of sight,
landlord/tenant or other issues such that the technician shall be provided with all necessary
equipment or DIRECTV forms in order to be able to properly complete the Work Order. Furthermore
and in accordance with the Statement of Work and the Policies and Procedures, as defined in Section
2.f., Contractor shall, on the morning of the scheduled appointment, contact each applicable
DIRECTV customer with a reminder telephone call regarding the time of the scheduled appointment.

          d. Work Orders. Contractor shall perform and provide the Services hereunder in
accordance with this Agreement, the applicable Work Order issued by DIRECTV or its authorized agent
and the applicable Statement of Work(s) as set forth in Exhibit 1.a.iii.

          e. Reservation of Rights. Contractor expressly acknowledges and agrees that all
rights in and to the satellite transmission of DIRECTV’s DBS services, the DIRECTV System and the
renting, sale, installation and maintenance of the DIRECTV System are reserved to DIRECTV and
nothing in this Agreement shall be deemed to restrict in any manner the right or ability of DIRECTV
to distribute its DBS services or the DIRECTV System itself or through other parties, or provide
any Services to DIRECTV customers itself or through any other party.

          f. Allocations. Execution of this Agreement does not constitute or guarantee that any
Work Order(s) will be issued by DIRECTV or its authorized agent. DIRECTV may allocate any Work
Orders described hereunder among its agents, retailers and others in any manner it may choose.
Notwithstanding anything in this Agreement or the attached exhibits to the contrary, Contractor
acknowledges that this Agreement is non-exclusive and that Contractor is not guaranteed any minimum
number of installations or maintenance or other Service Calls on a per-DMA basis or otherwise.

          g. No Separate Business. This Agreement does not authorize Contractor to operate any
business or provide Services to others for its own account and is merely a contract for Services to
be provided to, and on behalf of, DIRECTV as ordered by DIRECTV. In no event shall any non-DIRECTV
authorized documents, advertisements, offers or promotions be provided by Contractor to DIRECTV
customers during the performance of the Services hereunder without prior written approval by
DIRECTV. Contractor is not required to pay any fees to DIRECTV to perform hereunder, although fees
payable by DIRECTV to Contractor pursuant to its performance hereunder may be subject to offsets or
recoupments as is more specifically set forth in section 4 of this Agreement. Contractor
acknowledges and agrees that DIRECTV customers are customers of DIRECTV, not Contractor.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

2

 

     2. Contractor Administrative Responsibilities.

          a. Connectivity.

               (i) Scheduling/Management System. Contractor agrees that it will, at Contractor’s
expense, acquire, install and maintain on-line access to DIRECTV’s technician scheduling and
management systems as shall be identified by DIRECTV, necessary to establish and maintain such
on-line access for purposes of inputting and receiving Work Orders and other information from
DIRECTV, as soon as possible but in no event later than fourteen (14) days after DIRECTV makes such
connectivity available to Contractor. To the extent that Contractor elects to receive the DIRECTV
Work Order data and convert such data into Contractor’s own order management system, Contractor
agrees that all information provided by DIRECTV with respect to any Work Order shall remain and be
visible at the technician Work Order level. DIRECTV shall make available to Contractor a certain
number of (i) seat licenses, including any annual maintenance fee (each an individual “Seat
License”), and (ii) licenses for the use of any approved handheld, web-based device, (together, the
“Scheduling Software”) for the dispatching, and receipt of, Work Orders to Contractor personnel in
the field in order to perform the Services as set forth within this Agreement; provided, however,
that certain Seat Licenses may be deployed without the deployment and application of any handheld
devices, at the sole discretion of DIRECTV. Upon the launch of Siebel or any other successor
Scheduling Software to the current CSG platform, Contractor shall within a reasonable rollout
schedule, as shall be communicated by DIRECTV, outfit all employee technicians with a laptop
computer or other approved web-based, handheld device capable of receiving, modifying and closing
Work Orders in the field by such employee technician. All costs related to the purchase of any
such laptop or handheld device shall be the responsibility of Contractor. This initial allocation
of Scheduling Software by DIRECTV to Contractor shall be based on Contractor’s current pro-rata
share of the overall DIRECTV customer base, as is measured by DIRECTV within the rough geographical
boundaries of Contractor’s appointed DMA(s); provided, however, that DIRECTV, in its sole
discretion, shall provide no less than that amount of Scheduling Software as is reasonably required
to manage the dispatching of Contractor personnel for the performance of the Services hereunder as
of the effective date of this Agreement. Should Contractor, at any point during the Term, request
additional Scheduling Software in order to efficiently perform the Services hereunder Contractor
shall purchase (or reimburse DIRECTV), at its sole cost and expense, such additional (or
replacement) Scheduling Software through DIRECTV. This provision for additional Software shall
govern any such Contractor request should DIRECTV select any successor system at any point during
the Term. Contractor agrees that it will comply with the requirements and instructions provided by
CSG, Siebel or successor vendor and/or DIRECTV in accordance with the use and implementation of
such licenses, software, hardware and equipment provided in connection with Contractor’s use of the
DIRECTV-selected System (or successor system). Contractor shall also be responsible for all
“air-time” charges (including both voice and data) incurred through the use of the laptop or
handheld devices, if any. DIRECTV shall retain title to all hardware or equipment provided by it
to Contractor, if any (other than that hardware, if any, Contractor elects to purchase); and
Contractor shall promptly return such hardware or equipment to DIRECTV upon DIRECTV’s written
request. The scheduled rollout of the provision of Scheduling Software to Contractor shall be
determined by DIRECTV. Contractor agrees that it will promptly report the resolution of each Work
Order placed by DIRECTV through the system in accordance with this Agreemen
t and those guidelines
and procedures established by DIRECTV from time to time. Commencing May 1, 2007, no less than
eighty-five per cent (85%) of all of Contractor’s eligible monthly Work Order disposition totals
shall be handled electronically (i.e., Work Order disposition shall occur via (x) a wireless
connection in the field, (y) the IVR or (z) a phone call to a Contractor dispatcher who can then
enter the Work Order information electronically). Contractor acknowledges and agrees that failing
to promptly and properly report the resolution of each Work Order placed by DIRECTV pursuant to the
established business rules and/or policies and procedures shall delay or prevent DIRECTV’s ability
to credit Contractor with the completion of such Services and Contractor shall not earn Fees for
any particular Work Order until properly closed. Contractor shall require that each technician,
including any Approved Subcontractor, has the ability to communicate, via cell phone, with both
Contractor’s applicable dispatch office as well as DIRECTV call center representatives while
performing the Services hereunder.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

3

 

               (ii) Internet/E-Mail. Contractor shall establish and maintain an Internet electronic
mail address (a) for purposes of business-to-business communication between DIRECTV and Contractor
and (b) to properly perform the obligations hereunder. If DIRECTV reasonably determines that
Contractor’s receipt and/or transmission of data via email as it relates to this Agreement is
hindered as a result of Contractor’s utilization of a particular internet service provider (“ISP”)
(i.e., ISP file size restrictions, unreasonable traffic load, etc.), Contractor shall be required,
within ten (10) days of such notification from DIRECTV, to retain a mutually agreeable ISP in order
for Contractor to perform its obligations hereunder.

          b. Office Space. Contractor shall provide at its own expense, all office space and
supplies, office overhead (such as telephone, copier and facsimile expense), labor, skills, tools
and other equipment and personnel necessary for it to perform the Services in a timely manner.
Contractor shall conspicuously display an approved sign at each office reflecting a logo designated
by DIRECTV (in conformance with the DIRECTV Trademark and Style Guide, as defined in paragraph 21,
below). Contractor shall staff each office with trained personnel and Contractor shall be
available to perform the Services as requested by DIRECTV in accordance with the terms of this
Agreement

          c. Personnel; Vehicles; Uniforms. See Exhibit 2.e.

          d. Books, Records and Inspections. During the term of this Agreement and for a period
of three (3) years thereafter, Contractor agrees that it will keep accurate and complete books and
records regarding its performance of its obligations under this Agreement (including but not
limited to all original customer-signed forms such as the Customer Installation Satisfaction
Checklists for each Work Order performed, all DIRECTV Lease Addendum documents, if any, property
damage and bodily injury reports, police reports; Landlord approval forms, DIRECTV System Hardware
Bill of Lading documents and documentation verifying employee background checks) and will make such
books and records available by fax or by physical inspection, or such other means as DIRECTV
requests, as soon as is reasonably possible upon DIRECTV’s request. Throughout the Term,
Contractor shall file all DIRECTV customer records, including customer agreements and Work Orders,
by date of Services performed and provided, or as otherwise directed by DIRECTV. Contractor shall
properly store said customer records pursuant to DIRECTV’s document retention standards for that
period of time as shall be required by DIRECTV. If DIRECTV determines that certain, dated customer
records no longer need to be maintained at Contractor’s offices, Contractor agrees that it shall
follows DIRECTV’s document destruction procedures in the disposal of such records; provided,
however, that Contractor shall be allowed to securely maintain identified documents beyond the
requested date of destruction should Contractor believe that such retention is necessary for legal
purposes. During the term of this Agreement, as well as any extension thereof, and for a period of
three (3) years thereafter, Contractor shall make its offices available at any time during business
hours so that DIRECTV may inspect and otherwise audit the way in which Contractor is performing the
Services both at Contractor’s offices/warehouses and on customers’ premises as well as to inspect
the manner in which DIRECTV System hardware is being secured. Such audits by DIRECTV shall include
completed Work Orders as well as work in progress. In addition, Contractor shall keep accurate and
complete financial records related to its business obligations under this Agreement. Such records,
to be timely updated monthly (or quarterly for public companies) shall include an income statement,
balance sheet, cash flow and a rolling 12-month financial plan. All such records and all
accounting systems with respect thereto shall be made available for inspection and review by
DIRECTV or its representatives upon reasonable notice to Contractor during normal business hours
throughout the Term of this Agreement. In the alternative, if Contractor conducts annual audits
and can produce audited financial records along with an independent auditor’s opinion,
DIRECTV-access to such audit results shall be sufficient. Financial records provided shall be
maintained in accordance with generally accepted accounting principles. Contractor shall fully
cooperate with DIRECTV in such inspection and audit.

          e. Communications Contact. Contractor agrees that it will have reasonably adequate
representatives available at all times, seven (7) days a week (8 am to 6 pm local time), for
communication with DIRECTV and DIRECTV customers, including administrative personnel to coordinate
with DIRECTV personnel regarding completion of the scheduling of the Services hereunder.
Specifically, Contractor shall provide a 1-800 (toll-free) (or local, as applicable) number that
the DIRECTV Customer Service Department may provide to

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

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DIRECTV customers who have a specific question or problem related to such Customer’s
installation or installation appointment attached to a Work Order provided by DIRECTV to
Contractor. Contractor shall be obligated to reasonably staff to answer such incoming calls as set
forth above. Attached as Exhibit 2.e. is a list of persons whom DIRECTV may call outside
of the required business hours to coordinate the provision of Services. Contractor will promptly
provide an updated list to DIRECTV whenever the list of persons changes for any reason. The
designated contact person(s) shall be available on a 24-hour-per-day 7-day-per-week basis.

          f. Policies and Procedures. In addition to the terms and conditions set forth herein
and in each Work Order, Contractor agrees that it will comply with all DIRECTV service guidelines
and policies and procedures as reasonably determined by DIRECTV (the “Policies and Procedures” or
“P&P”) furnished to Contractor, which Policies and Procedures may be amended by DIRECTV from time
to time in its reasonable discretion. Such Policies and Procedures are hereby incorporated into
this Agreement by this reference. Contractor will ensure that the Policies and Procedures are
quickly disseminated to all Contractor personnel, including Approved Subcontractors, performing the
Services.

          g. Representations and Warranties. Contractor shall not make any warranties or
representations regarding DIRECTV’s programming services or DIRECTV System that are inconsistent
with or more extensive than the warranties and representations provided by DIRECTV, and/or the
DIRECTV System manufacturers. In no event shall Contractor offer any DIRECTV customer a
Contractor-provided service or maintenance plan with respect to the DIRECTV system unless DIRECTV
has previously approved, in writing, such an offer by Contractor.

     3. Contractor Installation and Service Responsibilities. See Exhibit 3.

     4. Fees Payable by DIRECTV.

          a. Services. In full consideration for Contractor’s provision of the Services
hereunder, DIRECTV agrees to pay Contractor for such Services as described below.

               (i) Fulfillment Services. For certain Fulfillment Services provided by Contractor,
Contractor shall be entitled to receive payment as set forth in Exhibit 4.a.(i) (“Rate
Matrix”) for proper and successful completion of the applicable Work Order.

               (ii) Service Calls. For the maintenance/Service Calls provided by Contractor to
DIRECTV, Contractor shall be entitled to receive payment as set forth in Exhibit 4.a.(ii)
(“Service Call Payments”).

          b. Credits; Refunds. Notwithstanding anything to the contrary contained herein,
Contractor shall not be entitled to any payment for Fulfillment Services not completed for any
reason, including a cancellation by the DIRECTV customer at the door. In addition, DIRECTV shall
have the right to offset from the amounts owed to Contractor hereunder or any other agreement
between the Parties, or recoup from, or charge back directly to, Contractor, at its option, any
amount owed by Contractor to DIRECTV hereunder, including, but not limited to, any amounts received
by Contractor to which it is not entitled hereunder, any payments made to Contractor in error and
any cost that DIRECTV incurs or amount that DIRECTV credits, refunds or pays to a DIRECTV customer
or any other third party arising out of the Services provided by Contractor hereunder. If the
amount owed by DIRECTV to Contractor for a given month is not sufficient to cover the amount owed
to DIRECTV by Contractor for such month, Contractor shall pay the difference to DIRECTV within
thirty (30) days following its receipt of an invoice from DIRECTV.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

5

 

     5. Invoicing and Payment; Disputed Payment Resolution.

          a. General. All installation, maintenance and Service Calls not included in the
payments process as defined below shall be considered disputed payments (“Disputed Payments”) and
shall be submitted by Contractor and paid by DIRECTV as set forth herein.

          b. Payments. The payments process shall apply only to installation and services
included in the Rate Matrix attached hereto as Exhibit 4.a.(i) and Exhibit 4.a.(ii)
“Service Call Payments,” both of which may be amended by DIRECTV in its reasonable discretion.
DIRECTV shall pay Contractor on or before thirty (30) days after the end of the applicable DIRECTV
Accounting Period (i.e., the last day of a given calendar month), provided, however, that no
payment shall be considered to be due and payable until the Services in connection therewith have
been performed and completed by Contractor in accordance with this Agreement, Notwithstanding the
foregoing, the Hardware Reimbursement Fee shall be paid weekly by DIRECTV for those new receivers,
specifically containing the access cards previously shipped to Contractor for the fulfillment of
Work Orders hereunder, that activated during the prior reporting period. In the event of a
deployment of a new receiver that does not activate at the time of installation by Contractor,
exceptions to the activation requirement where payment shall still be due is set forth in the P&P..
The parties acknowledge and agree that all other DIRECTV System Components to be reimbursed for by
DIRECTV shall be reimbursed in the aggregate within Contractor’s monthly Fulfillment Payment (i.e.,
the Fulfillment rates take into account Contractor’s cost of consumed receivers, ODUs and LNBs for
the particular Work Order type).

          c. Disputed Payment Resolution. Contractor shall have sixty (60) days from receipt of
payment to request a reconciliation of DIRECTV’s payment to Contractor. All payments disputed by
Contractor must be made in writing as prescribed hereunder and/or in the established Policies and
Procedures. With respect to any disputes concerning Contractor’s provision of the Services which
are not reflected in DIRECTV’s system and consequently not paid by DIRECTV, the dispute
form/template must be submitted as prescribed by DIRECTV and/or in the Policies and Procedures.
All disputed payments must be supported by adequate written descriptions and supporting documents.
Upon such request, DIRECTV shall have forty-five (45) days from its receipt of notice of a disputed
payment to investigate Contractor’s claim and to respond to Contractor. In the event that DIRECTV
maintains records needed by Contractor in order to resolve a dispute, DIRECTV shall provide such
documentation to Contractor once at no cost to Contractor. Disputes not submitted in accordance
with the process herein shall not be considered by DIRECTV. DIRECTV shall act in good faith and
deal fairly with Contractor in reviewing any reconciliation requests submitted by Contractor.
DIRECTV’s decision regarding a reconciliation request shall be final and determinative.

          d. Overpayments. Immediately upon discovery by Contractor, or as a result of
DIRECTV’s audit in accordance with Section 2(d) above, of any overpayment, Contractor shall notify
DIRECTV, as applicable, and shall return the excess amount to DIRECTV as soon as reasonably
possible, but in no event longer than ten (10) days after discovery, or DIRECTV, at its option, may
withhold payment of monies due to Contractor until such time as any overpayment has been rectified.

     6. Subcontractors; Liens.

          a. Payment for Services. Except as otherwise requested in writing by DIRECTV,
Contractor shall not collect any fees, payments or otherwise from DIRECTV customers in connection
with the Services provided and performed in accordance with this Agreement.

          b. Liens. In no event shall Contractor (a) file, or threaten to file, a lien or a
claim against a DIRECTV customer; (b) encumber in any way the property of a DIRECTV customer; or
(c) in any way seek to secure payment from said DIRECTV customer in connection with Contractor’s
provision of Services hereunder, except as otherwise permitted by DIRECTV. In the event of any
dispute with DIRECTV related to the Services provided hereunder, Contractor agrees that it shall
seek recourse only against DIRECTV and Contractor agrees to promptly pay and discharge any liens,
claims or charges filed by or on the behalf of any of its laborers, Approved Subcontractor(s),
material suppliers or any other third party whom Contractor has engaged related to the provision
of the Services hereunder. DIRECTV shall have the right to obtain injunctive relief in order
to prevent Contractor from breaching its obligations (or to obtain specific performance to compel
Contractor to perform its obligations) pursuant to this Section.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

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     7. Term. The term (the “Term”) of this Agreement shall be effective as of the date
written above and shall continue for four (4) years (the “Effective Date”). The Term will
automatically renew thereafter for additional, individual one-year periods (each such year a
“Renewal Term”), unless either Contractor or DIRECTV gives written notice of termination at least
ninety (90) days in advance of expiration of the then-current Term. The Agreement shall also be
terminable for “cause” as set forth herein.

     8. Early Termination.

          a. Without Cause. Either party may terminate this Agreement for any reason by giving
the other party no less than one hundred and eighty (180) days prior written notice.

          b. With Cause. Except as stated in Section 8(c) below, in the event that either Party
breaches its duties or obligations hereunder, which breach is not cured within thirty (30) days
after written notice is given by the non-breaching party to the breaching party specifying the
breach in reasonable detail, this Agreement may be terminated by the non-breaching party
immediately upon giving written notice to the breaching party.

          c. Noncurable Breaches. In the event Contractor commits a noncurable material breach
of this Agreement, then, notwithstanding Section 8(b) above, DIRECTV shall have the option to
terminate this Agreement immediately upon written notice to Contractor without an opportunity to
cure, with no further liability to Contractor. A particular noncurable material breach may be
deemed to have occurred, by way of example, and not as any limitation, where Contractor or any
employee, agent or affiliate:

               (i) has misrepresented the prices, terms, or conditions upon which the manufacturer’s
warranty, extended warranty, installation services or other products, promotions, or services are
being offered by DIRECTV;

               (ii) has engaged in signal piracy or theft of satellite signals;

               (iii) has engaged in or attempted to engage in the sale and distribution of, or otherwise has
used, modified access cards;

               (iv) has engaged in or attempted to engage in documentable “bait-and-switch” conversion
tactics for services which compete with DIRECTV programming services;

               (v) has induced or attempted to induce a DIRECTV customer to switch to a service which
competes with DIRECTV’s programming service;

               (vi) has received a notice of violation of the terms or conditions of any license or permit
required in the conduct of its business and has failed to correct such violation within the time
period specified in such notice;

               (vii) has knowingly submitted a request for a payment, including any bonus payment, where one
is not properly payable;

               (viii) has failed at any time to comply with and maintain the insurance requirements set forth
in this Agreement;

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

7

 

               (ix) has installed or attempted to install, or failed to immediately inform DIRECTV of, a
residential programming package at a commercial customer location;

               (x) has changed or attempted to change identification numbers on customer accounts to falsely
obtain any kind of payment;

               (xi) has breached the obligations regarding the use of DIRECTV Confidential Information as
described in Section 23 below, including, but not limited to, deploying a third party vendor with
access to DIRECTV Confidential Information prior to such third party being approved in writing by
DIRECTV;

               (xii) has breached its obligation to quality inspect those installations related to
Fulfillment Services as set forth in Section 3.b.(viii) more than once in any twelve (12) month
period during the Term; or

               (xiii) has breached its obligations as set forth in Section 10 of this Agreement.

     9. Effects of Termination.

          a. Upon termination, suspension, or expiration of this Agreement, all rights and obligations
of either party hereunder shall cease without further liability, effective as of the date of
termination, suspension or expiration, unless otherwise stated in this Agreement and except with
respect to liabilities arising prior to termination of this Agreement. Contractor agrees, and
agrees to cause its employees, agents and Approved Subcontractors, to return to DIRECTV within ten
(10) days after termination of this Agreement all materials (and all copies thereof) relating to
DIRECTV, including, but not limited to, any and all price and specification catalogues, all
administrative manuals, all sales literature, and any and all other such materials. Upon
termination of this Agreement, Contractor agrees that Contractor, its employees, agents and
Approved Subcontractors immediately shall discontinue the use of any service mark or trademark
covered by this Agreement, as well as the use of any other items involving DIRECTV’s name, such as
signs, stationery, logos, or business cards, and Contractor will not represent itself in any
fashion as a contractor, an agent or representative of DIRECTV. Upon termination, suspension or
expiration of this Agreement, Contractor agrees that it and each of its employees, agents and
Approved Subcontractors will promptly return all DIRECTV owned property in their possession to
DIRECTV by any delivery means reasonably requested by DIRECTV, with the cost of returning such
property to be at DIRECTV’s expense. Because of the difficulty in establishing the improper use of
Customer Information and other DIRECTV Confidential Information, as defined below, Contractor
agrees that for a period of two years after termination, it shall not, on behalf of any other
provider of multi-channel video service or on its own behalf, solicit any DIRECTV customer for whom
Contractor provided Services in accordance with the terms of this Agreement.

          b. If the termination hereof is due to Contractor’s material breach, DIRECTV may elect to
terminate the DIRECTV Sales Agency Agreement, if any exists between the parties, at its sole
discretion.

     10. Exclusivity. Due to the fact that Contractor will have access to Customer
Information and other DIRECTV Confidential Information as defined below, during the term of this
Agreement, Contractor agrees that neither it, nor its parent entities, subsidiaries or affiliates,
shall perform installations or Services for any other provider or distributor of products/services
which compete with DIRECTV’s programming services or any other DIRECTV product or service, except
as otherwise permitted by DIRECTV. This includes, but is not limited to the distribution of
television programming via DTH, cable, MMDS, FiOS/IPTV or any and all other technologies and media
now existing or hereafter developed. Notwithstanding the foregoing, this Section shall not
prohibit Contractor from performing services limited solely to traditional cable television or
telephone installation, maintenance and service work; provided, however, that Contractor shall (i)
only perform such cable television or telephone installation, maintenance and service work in
markets outside of the DMAs assigned by DIRECTV to Contractor in Exhibit 1. a. ii, hereto
and, (ii) use its best efforts to designate its employees as either exclusively DIRECTV service
providers or exclusively a provider of all other non-DIRECTV-related services, if any (in other

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

8

 

words, a Contractor employee trained to provide Services pursuant to this Agreement shall not
simultaneously provide services, on behalf of Contractor, for a cable company or a provider of
telephony services, and vice versa). In certain cases, DIRECTV, in its sole discretion, may grant
a limited and specific waiver to Contractor as it relates to this physical separation of competing
work opportunities within the same market or DMA; provided, however, that Contractor will be
required to present a detailed proposal reasonably establishing how such a separation of
individual, business units is feasible under the performance and strict confidentiality
requirements as set forth hereunder prior to DIRECTV entertaining any such waiver.

     11. Other Products. From time to time, DIRECTV may offer to Contractor the
opportunity to market/promote additional products or services to the DIRECTV Customer while
Contractor is performing the Services within the Customer’s residence (The DIRECTV Protection Plan,
for example). In the event that Contractor elects to act as one of DIRECTV’s representatives as it
relates to such products or services, the terms of such arrangement shall be set forth in Exhibit
11, hereto.

     12. Defaults and Remedies. In the event Contractor is in anticipatory breach of this
Agreement or has failed to comply with any material term or provision of this Agreement, DIRECTV
shall have the right at its option to (a) perform or cause to be performed any one or more of
Contractor’s obligations, in which case, DIRECTV shall be entitled to obtain from Contractor or
deduct from any amount payable to Contractor, an amount equal to any increased cost incurred by
DIRECTV in performing or obtaining the performance of Contractor’s obligations hereunder; (b)
terminate this Agreement in accordance with Section 8; or (c) pursue any other remedy available
under applicable law.

     13. Conformance to All Laws. DIRECTV and Contractor shall comply with all applicable
federal, state, county and municipal laws, codes, rules, regulations in the performance of its
obligations under this Agreement, including but not limited to, in the case of Contractor,
obtaining all of the necessary licenses and permits required of Contractor by the municipality and
state in which the work is being performed and complying with the Occupational Safety and Health
Act.

     14. Taxes.

          a. Contractor Taxes. All taxes that may be levied on Contractor for services provided
under this Agreement or otherwise shall be the sole responsibility of Contractor, including all
applicable taxes on payments made by DIRECTV to Contractor pursuant to this Agreement.

          b. Contesting of Taxes. Contractor shall not contest the levying or assessment of any
tax for which DIRECTV or DIRECTV customers are responsible for payment related to the services
provided hereunder without DIRECTV’s prior written consent.

     15. Insurance. From and after the date of this Agreement:

          a. Coverage. Contractor shall obtain and maintain insurance, as provided by a
licensed insurer with a Best’s rating of A- VIII or better, with coverage and limits as follows:

               (i) Contractor shall carry a policy (or policies) of Workers Compensation Insurance covering
Contractor’s employees in each jurisdiction in which Contractor is performing work pursuant to this
Agreement. Each such policy shall be on a form approved for use in each state in which work is
being performed and shall provide, at a minimum, statutory Workers’ Compensation coverage and
Employer’s Liability Insurance at limits of not less than $500,000.00 per employee per accident for
Bodily Injury by Accident, $500,000.00 per employee per occupational disease and $500,000.00 for
all occupational diseases. If Contractor shall be performing work pursuant to this Agreement in a
state known as a “Monopolistic” state, or if Contractor has qualified in any state as a
self-insurer, the Employers’ Liability coverage for that state may be attached either to another
Workers’ Compensation policy or to the Commercial General Liability coverage.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

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               (ii) Commercial General Liability Insurance covering Operations and Premises Liability;
Independent Contractors; Completed Operations; Product Liability; Contractual Liability; Personal
Injury; Property Damage caused by explosion, collapse and underground damage; and Broad-Form
Property Damage. The limits of such liability insurance shall be no less than $1,000,000.00 per
occurrence.

               (iii) Comprehensive Automobile Liability Insurance covering all owned, hired and non-owned
vehicles, including the loading or unloading thereof, with limits of no less than $1,000,000.00
combined single limit for bodily injury and/or property damage.

               (iv) All Risk Commercial Property Insurance issued on a replacement cost basis, in an amount
sufficient to cover all DIRECTV-owned property in the care, custody, and control of Contractor, if
any. The policy must name DIRECTV as the loss payee.

               (v) Umbrella or Excess Liability Insurance covering the items set forth in (i) (insofar as it
relates to Employer’s Liability Insurance), (ii) and (iii) above with a policy limit of not less
than $5,000,000.00.

          b. Companies. All such insurance shall be carried in companies reasonably
satisfactory to DIRECTV and licensed to do business in the jurisdiction where the obligations of
Contractor under this Agreement are to be performed, and the liability policies shall be primary
coverage and shall name DIRECTV, its subsidiaries, employees and affiliates as additional insureds.

          c. Commencement of Work. Contractor shall likewise not allow any subcontractor to
commence work until subcontractor has obtained the same insurance coverage required of Contractor
hereunder; provided, however, that subcontractors shall not be required to carry umbrella or
blanket insurance policies.

          d. Cancellation. Each policy shall provide that it will not be canceled, non-renewed
or materially amended except after thirty (30) days advance written notice to DIRECTV, mailed to
the address indicated herein, and the policy, policy endorsements or certificates of insurance
shall so state.

          e. Evidence of Insurance. Contractor shall provide certificates evidencing coverage
as listed above prior to commencement of work, and at every annual renewal of the policies, for the
duration of this Agreement. All certificates shall name DIRECTV as an additional insured as
respects commercial general liability, automobile liability, and umbrella or excess liability
insurance. Endorsements to the policies naming DIRECTV as additional insured will be provided by
Contractor upon request. Contractor will endeavor to obtain waivers of subrogation in favor of
DIRECTV from its insurers.

     16. Amendment. DIRECTV retains the right to change (i) both the Rate Matrix and
Service Call Payments schedule pursuant to Section 5.b., above, (ii) the Performance Standards as
set forth in Exhibit 3.e.(v), and (iii) zip codes associated with the DMAs or partial DMAs
listed in Exhibit 1.a.ii., from time to time in its reasonable discretion, as its business needs
dictate, provided that reasonable, prior written notice shall be provided to Contractor. Subject
to the exclusions set forth in the previous sentence, this Agreement may only be modified or
supplemented by written agreement by both parties. Modifications include, hut are not limited to,
changes to Contractor’s business entity, including name, ownership and/or legal organizational
formation/structure.

     17. Assignment. As this is an agreement for personal services, Contractor may not
assign its rights and obligations under this Agreement without the written consent of DIRECTV. Any
purported assignment by Contractor to a third party in violation of this Section shall be void
effective as of the date the attempted assignment was made, and DIRECTV shall have the right
immediately to terminate this Agreement upon notice of such attempted assignment without consent.
DIRECTV, in its sole discretion, may assign its rights and obligations under this Agreement at any
time for any purpose.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

10

 

     18. Indemnification. Contractor shall indemnify, defend and hold DIRECTV, its
affiliate, subsidiary and parent entities and each of their respective directors, officers,
employees, agents, assigns and successors harmless from any and all costs, expenses, liability,
claims, judgments, lawsuits and demands (including attorneys’ fees) arising out of (a) the
performance, breach or alleged breach by Contractor of its obligations, warranties, representations
or covenants under this Agreement; (b) the negligence or other wrongdoing, in whole or in part, on
the part of any employee, agent, servant, subcontractor, or representative of Contractor in
connection with the performance of its obligations under this Agreement; (c) the termination,
disturbance, interruption or other interference with services of any type of utility or other
public or private facility damaged, harmed or disturbed, or caused to be disturbed, by Contractor
and any of its agents, servants, employees, subcontractors or representatives; (d) any acts or
omissions of Contractor which would cause the independent contractor status as provided in Section
19 to be breached; and (e) any acts or omissions of any Approved Subcontractor. This Section shall
survive the termination or expiration of this Agreement. DIRECTV shall indemnify, defend and hold
Contractor, its officers, directors, employees, agents and affiliates harmless of and from any and
all costs, expenses, liability, claims, judgments, lawsuits and demands (including attorneys’ fees)
arising out of (a) the performance or breach by DIRECTV of its obligations under this Agreement; or
(b) the active negligence or other wrongdoing on the part of any employee, agent, servant or
representative of DIRECTV in connection with the performance of its obligations under this
Agreement.

     19. Independent Contractor. Contractor is an independent contractor authorized during
the term hereof to perform and provide Services to DIRECTV. Except as otherwise expressly provided
herein, Contractor shall have full control over the methods, techniques, sequences, and procedures
of the Services to be provided hereunder. This Agreement is intended to create an independent
contractor relationship between the parties for purposes of federal, state and local law, including
the Internal Revenue Code of 1986, as amended. Without limitation, Contractor agrees to provide
DIRECTV with a completed “Request for Taxpayer Identification Number and Certification” in which
the applicable taxpayer identification number is identified. Because Contractor and Contractor’s
employees and subcontractors are not employees, franchisees, agents or otherwise of DIRECTV,
Contractor and its employees and subcontractors are not entitled to any benefits to which DIRECTV
employees may be entitled under DIRECTV policies or as otherwise required by law, including
workers’ compensation or unemployment compensation benefits. DIRECTV will not withhold any taxes
from any amounts payable to Contractor under this Agreement and will not make any FICA or other
contributions on behalf of or for the benefit of Contractor, its employees and subcontractors.
Contractor will be solely responsible for the payment of all state, federal and local taxes on
amounts payable to Contractor under this Agreement. Contractor shall indemnify DIRECTV for any
claims relating to such payments.

     20. Employee Hiring Limitation. DIRECTV and Contractor agree that they will not
intentionally solicit or hire the other party’s employees) in any capacity for twelve (12) months
from the date an employee terminates employment with DIRECTV or Contractor, unless otherwise
mutually agreed upon in writing by DIRECTV and Contractor. In addition, Contractor agrees that it
shall provide DIRECTV written notice of its intention to offer employment to an individual known to
be then-employed by another DIRECTV installation and service contractor within the same or
contiguous DMA.

     21. Service Marks and Trademarks. DIRECTV hereby grants, and Contractor hereby
accepts, the non-exclusive right to use the service marks or trademarks of DIRECTV (the “DIRECTV
Marks”) solely in connection with the provision of Services during the Term. Contractor agrees
that (i) it shall use the DIRECTV Marks solely in connection with the provision of Services during
the Term, and in accordance with all of the terms and conditions set forth herein, (ii) the DIRECTV
Marks shall be exhibited and displayed in the exact form provided by DIRECTV, (iii) it shall not
make or permit the making of any copies of the DIRECTV Marks, in whole or in part except as
reasonably required for the purposes herein specified, (iv) it shall not have the right to
authorize others, with the exception of Contractor’s affiliates, subsidiaries and agents, to use
the DIRECTV Marks (and then only subject to the restrictions set forth herein), (v) its use of the
DIRECTV Marks shall include all standard proprietary notices prescribed by DIRECTV, if any, and
(vi) its use of the DIRECTV Marks shall conform to quality standards which are provided by DIRECTV.
All right, title and interest in and to the DIRECTV Marks, including all

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

11

 

associated goodwill shall remain vested in DIRECTV subject to the rights of use granted in
this Agreement. Contractor will not use any service marks or trademarks of DIRECTV (“DIRECTV
Marks”) or of any network or programmer included in the DIRECTV programming services, without the
specific prior written consent of DIRECTV. Any unauthorized use of such marks by Contractor, or
any use not in compliance with any rules or procedures regarding the use of such marks, shall
constitute an infringement of the rights of DIRECTV or of its network suppliers. Contractor shall
be authorized to use the DIRECTV Marks in accordance with the terms hereof and in accordance with
the terms of the trademark and logo guidelines provided by DIRECTV (the “DIRECTV Trademark and
Style Guide”). Notwithstanding any provision of this Agreement, Contractor’s rights in the DIRECTV
Marks shall be limited to those rights set forth here. Contractor shall indemnify and hold DIRECTV
harmless from and against any and all costs, expenses (including reasonable attorneys’ fees) and
liabilities resulting from a breach of this Section. A breach of this Section shall be deemed a
material breach of this Agreement.

     22. Notices. All notices required hereunder shall be in writing and shall be deemed
given when personally delivered, when telecopied (with confirmation receipt) if also sent via U.S.
first class mail, upon delivery by an overnight courier service, or upon the date of receipt when
sent by certified mail, return receipt requested, to the following address or to such other address
a party may hereafter designate in writing:

	 	 	 	 	 
	 

	 	If to DIRECTV:
	 	DIRECTV, Inc.
	 
	 	 	 	 
	 

	 	 	 	Vice President, Field Operations
	 

	 	 	 	8085 South Chester, Suite 300
	 

	 	 	 	Englewood, CO 80112
	 
	 	 	 	 
	 

	 	with copies to:
	 	1) Senior Vice President, Field Operations
	 

	 	 	 	DIRECTV, Inc.
	 

	 	 	 	8085 South Chester, Suite 300
	 

	 	 	 	Englewood, CO 80112
	 

	 	 	 	Fax: (303) 712-4976
	 
	 	 	 	 
	 

	 	 	 	2) Assistant General Counsel
	 

	 	 	 	DIRECTV, Inc.
	 

	 	 	 	8085 South Chester, Suite 300
	 

	 	 	 	Englewood, Colorado 80112
	 

	 	 	 	Fax: (310) 964-4883
	 

	 	 	 	Fax: (303) 712-4947
	 
	 	 	 	 
	 

	 	If to Contractor:
	 	SEE EXHIBIT 2.e.

     23. Proprietary Information and Confidentiality.

          a. Definition. Contractor, its employees, agents and Approved Subcontractors, in
carrying out their duties, will have access to certain trade secrets, marketing data, Customer
Information as well as certain knowledge concerning the business affairs of DIRECTV, including the
terms of this Agreement (collectively “DIRECTV Confidential Information”).

          b. Restricted Use. Neither Contractor, its employees, agents nor Approved
Subcontractors may use any DIRECTV Confidential Information for any reason whatsoever (other than
to perform this Agreement), including, but not limited to, for its own benefit or for the benefit
of a third party or to interfere, or cause interference with DIRECTV and DIRECTV’s customers.
Contractor shall ensure that DIRECTV Confidential Information is protected with at least the same
degree of care Contractor uses to protect its own information of like nature, but no less than a
reasonable degree of care, taking into account the competitive nature of the information.
Contractor specifically agrees that all materials (and all copies thereof) relating to DIRECTV,
including, but not

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

12

 

limited to, all price and specification catalogues, lists of all former and current DIRECTV
customers or prospect lists supplied by DIRECTV or generated by Contractor during the course of
this Agreement, all administrative manuals, all sales literature, and any and all other information
or data related to DIRECTV’s programming services, are the exclusive property of DIRECTV and are to
be used by Contractor, its employees, agents and subcontractors solely in the performance of their
obligations and duties as described herein, and that such lists and other data are to be returned
to DIRECTV immediately upon termination of this Agreement. In addition, to the extent that DIRECTV
Confidential Information, per DIRECTV’s instruction, becomes obsolete or outdated, such
documentation is to be destroyed pursuant to Paragraph 2.d., above, subject to Contractor’s right
to maintain the documentation beyond this date as set forth in paragraph 2.d., above.

          c. Confidentiality Agreements. Contractor agrees that it will require its employees,
agents and Approved Subcontractors to sign an agreement that protects DIRECTV at least to the same
degree as set forth in this Section before any activity in support of this Agreement is undertaken
by such employee, agent or Approved Subcontractor.

          d. No Obligation of Confidentiality. For purposes of this Section, DIRECTV
Confidential Information shall not include information: (i) which becomes generally available to
the public through no wrongful act of Contractor; (ii) is already lawfully in the possession of
Contractor and not subject to an existing agreement of confidentiality; (iii) is furnished to
Contractor by a third party free from any duty of confidentiality to DIRECTV; or (iv) is disclosed
pursuant to the binding order of a government agency or a court so long as Contractor provides
notice to DIRECTV prior to any such disclosure and uses reasonable efforts to obtain confidential
treatment for the information.

          e. Irreparable Damage. Contractor acknowledges and agrees that DIRECTV would be
irreparably damaged if Contractor breached any part of this Section and that DIRECTV may take any
action, including seeking injunctive relief, to prevent Contractor’s prospective breach or
continuing breach of this Section.

          f. Material Consideration. Contractor acknowledges and agrees that Contractor’s and
its employees’, agents’ and subcontractors’ compliance with this confidentiality Section is a
material consideration to DIRECTV in entering into this Agreement and the relationship hereby
created.

     24. Limitations on Damages. CONTRACTOR AND DIRECTV AGREE THAT THERE WILL NOT BE ANY
LIABILITY TO THE OTHER FOR ANY LOST PROFITS, SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGES, EVEN IF
ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

     25. Miscellaneous Provisions.

          a. Reservation of Rights. All rights not specifically granted to Contractor in this
Agreement are expressly reserved to DIRECTV.

          b. Authority to Execute. Each party represents to the other that the person executing
this Agreement on such party’s behalf has the right, power and authority to enter into this
Agreement and to perform such party’s obligations under this Agreement and that such execution is
binding upon such party.

          c. Waiver. Any failure to insist on the strict performance of any term or condition
of this Agreement: (i) shall not be deemed a waiver of such term or condition unless the waiver is
reduced to writing and signed by the parties; and (ii) shall not act as a waiver of the right to
insist upon strict performance of that term or condition in the future.

          d. Integration. This writing represents the entire agreement and understanding of the
Parties with respect to the subject matter hereof and supersedes all previous agreements with
respect to the same; it may not be altered or amended, except by an agreement in writing signed by
the Parties. Notwithstanding the foregoing,
nothing herein shall be construed to supersede or otherwise affect the Parties’ rights and
obligations under the Sales Agency Agreement between the Parties.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

13

 

          e. Governing Law. This Agreement shall be governed by the laws of the State of
California, without regard to any conflict of law principles.

          f. Jurisdiction and Venue. In the event of any legal action involving this Agreement,
the parties agree that exclusive venue shall be where DIRECTV’s corporate headquarters is located.
With respect to all disputes under this Agreement, Contractor submits itself to the exclusive
personal jurisdiction of the federal and state courts of the State of California.

          g. Headings. The headings of paragraphs in this Agreement are for convenience only;
they form no part of this Agreement and shall not affect its interpretation.

          h. No Inference Against Author. No provision of this Agreement shall be interpreted
against any party because such party or its legal representative drafted such provisions.

          i. Severability. If any part of any provision of this Agreement is invalid or
unenforceable under applicable law, the provision shall be ineffective only to the extent of such
invalidity or unenforceability without in any way affecting the remaining parts of the provision or
this Agreement.

          j. Binding Effect. This Agreement is binding upon the parties hereto, and their
respective executors, administrators, heirs, assigns, and successors in interest.

          k. Attorney Fees. In the event of any legal dispute between the parties, the
prevailing party shall be entitled to all costs and expenses, including expert witness fees and
reasonable attorneys’ fees, at trial and at any appeal therefrom.

          l. Remedies. Subject to the limitations of Section 24, no remedy conferred by any
specific provision of this Agreement is intended to be exclusive of any other remedy available to
the parties under this Agreement or at law or in equity, whether by statute, rule or otherwise.

          m. Defined Terms. Any defined terms used in the Exhibits to this Agreement shall have
the meanings given to them in this Agreement.

          n. Counterpart Signatures. This Agreement may be executed in counterparts, all of
which taken together shall constitute one and the same instrument.

          o. Survival of Terms. The rights and obligations which, by their terms or nature,
extend beyond the termination or expiration of this Agreement, shall survive any expiration or
termination of this Agreement.

     IN WITNESS WHEREOF the duly authorized representatives of the Parties hereto have caused this
Agreement to be executed as of the day and year first written above.

	 	 	 	 	 
	 	CONTRACTOR 

 	 
	 	By:  	

 	 
	 	 	Name:  	 	 
	 	 	Title:  	 	 
	 

	 	 	 	 	 
	 	DIRECTV, INC.

 	 
	 	By:  	 	 
	 	 	Name:  	 	 
	 	 	Title:  	Senior Vice President 	 
	 

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

14

 

EXHIBIT l.a.i.

 SERVICES/FULFILLMENT SERVICES

Fulfillment Services

	•	 	High Power residential installations, including retail sales agents, DIRECTV Direct Sales
initiatives and fulfillment of other acquisition activities
	 
	•	 	Multi-satellite residential installations including PARA TODOS, Local into Local and High
Definition
	 
	•	 	Commercial customer installations (upon Contractor’s applicable commercial certification by
DIRECTV)
	 
	 	 	Grade 1 - Capable of installing up to 4 or 8 IRDs in the same commercial establishment using
one multiswitch
	 
	 	 	Grade 2 - Capable of installing any number of IRDs in a commercial establishment using
multiple multiswitches
	 
	 	 	Grade 3 - Capable of building a headend in a commercial establishment that receives DIRECTV
programming, converts it to a standard VHF/UHF channel frequency and distributes it to a
“cable ready” TV set on a standard UHFNHF distribution system.

Service Work

	•	 	Service Calls (including escalated Service Calls from other Contractors)
	 
	•	 	Move/transfer installations
	 
	•	 	DIRECTV System and other equipment pick-ups (disconnected and downgraded accounts)
	 
	•	 	Additional outlet upgrades
	 
	•	 	Relocates
	 
	•	 	Multi-satellite upgrades
	 
	•	 	High Definition (“HD”) Antenna Installation

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

15

 

EXHIBIT 1.a.ii.

FULFILLMENT SERVICE DMAS

(Pursuant to Contractor’s Authorization under Section 1(a) of the Agreement)

     This or these DMAs or portions of DMAs are assigned to Contractor on a non-exclusive basis.
Work Orders may also be provided to Contractor within zip codes adjacent to, but not within a DMA
listed below. Contractor IS NOT AUTHORIZED TO CONDUCT FULFILLMENT OR OTHER SERVICES PURSUANT TO
THIS AGREEMENT IN ANY DMAs NOT AUTHORIZED BY THIS CONTRACT OR UNLESS DIRECTED IN WRITING BY
DIRECTV.

     DMA Assignment

BAKERSFIELD_CA

CHICO-REDDING_CA

EUREKA_CA

FRESNO-VISALIA_CA

LOS ANGELES2_CA

MONTEREY SALINAS_CA

PALMSPRINGS_CA

SCARMENTO-STOCKTON-MODESTO1_CA

SANDIESO_CA

SNAFRANCISCO-OAKLAND-SANJOSE 1_CA

SANTABARBARA-SAITMAMARIA-SANLUISOBISPO_CA

YUMA-ELCENTRO_AZ, CA

     During the Term, DIRECTV may elect to offer to Contractor additional Services work outside of
the DMAs currently listed. Contractor may elect to take on this additional work at its sole
discretion, In such case, such additional Services work shall involve Contractor operating as the
primary provider in the additional DMA(s) (in such case, a transition of the former primary
provider will occur simultaneously) or Contractor operating as the secondary provider with the
primary Services provider remaining in the applicable DMA(s).

     If Contractor operates as the primary provider in the additional DMA(s), all terms and
conditions as set forth herein shall apply to the Services provided. If Contractor operates as the
secondary provider, with the primary Services provider remaining in the additional DMA(s), then all
terms and conditions as set forth in the Secondary Provider Agreement by and between Contractor and
DIRECTV shall apply to such Services provided by Contractor.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

16

 

EXHIBIT 1.a.iii — Statement of Work

RESIDENTIAL

     Standards for all Antenna Type Residential Installations Customer service requirements for all
customer interaction

	1.	 	Phoning the customer and confirming account information and installation times within the
scheduled timeframe established by DIRECTV (at any point during the Term, this task (the
“Appointment Verification Call”) shall become the .responsibility of DIRECTV upon prior
written notice from DIRECT’, to Contractor).
	 
	2.	 	Reminder phone call to Customer day of the scheduled appointment
	 
	3.	 	Arrival at customers residence within the designated window of time with the proper ID badge
and uniform
	 
	4.	 	Completion of site survey.
	 
	5.	 	Planning the installation with the customer (coaxial cable muting, antenna location and
connection of devices) prior to commencement of any work.
	 
	6.	 	Notification to customer and Contractor management of any additional (non-standard /custom)
charges prior to commencement of any work.
	 
	 	 	PLEASE NOTE THAT ALL NON-STANDARD CHARGES SHALL BE SUBJECT TO DIRECTV’S PUBLISHED “NOT TO
EXCEED” PRICING FOR EACH APPLICABLE CHARGE
	 
	7.	 	Cleaning up any mess made during installation and removing it from the customer’s residence.

	 
	8.	 	Activation of DIRECTV service.
	 
	9.	 	Customer education on system operation and features identified in the DIRECTV Customer
Education statement of work (min. 20 minutes).
	 
	10.	 	Completion of Installation Checklist and obtaining customers signature certifying the job was
completed to their satisfaction.
	 
	11.	 	Leaving your company name and telephone number with the customer enabling them to contact
Contractor directly if there are any problems with the installation (business card).

Standard Receiver Hook-Up, Cabling and Antenna Mounting Requirements

	1.	 	Routing and properly attaching coaxial cable following local/NEC codes using DIRECTV approved
RG-6 coaxial cable with a max loop resistance at 100 feet of 2 ohms or less.
	 
	2.	 	Routing coaxial cable through all exterior and interior walls, as needed routing of cable
through the attic without fishing interior walls is considered standard. Routing of cable
through crawlspace and penetrating adjacent floor or wall fishing up to adjacent floor is
considered standard.
	 
	3.	 	Grounding antenna system and all coaxial cables to meet Local / NEC requirements.

	 
	4.	 	Installing one DIRECTV System IRD.
	 
	5.	 	Connection to an active telephone line capable of dialing out There is no additional charge
to the customer for installation of a phone jack for this connection.
	 
	6.	 	Mounting of antenna to meet Manufacturers and/or DIRECTV Quality Specifications, whichever is
more stringent.
	 
	7.	 	Aligning the antenna for peak signal strength.
	 
	8.	 	Completion of a system test verifying signal strength, access card match and telephone
connectivity.
	 
	9.	 	Connection of existing of air antenna or active coaxial cable drop (enabling TV to function
as it had prior to DIRECTV installation).
	 
	10.	 	Connection of co-located devices (VCR, existing surround sound. DID, video games, etc).
	 
	11.	 	Coaxial cable and fittings must meet DIRECTV specifications and all exterior connections must
be weather proofed.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

17

 

Digital Video Recorder (“DVR”) Summary

	1.	 	Optimize connection to the dual tuners of the DVR system to the DIRECTV receiver using dual
independent coaxial cable runs from the LNB or Multiswitch to the receiver’s dual satellite
inputs.
	 
	2.	 	Educate the customer with an explanation of the DVR features and initial steps to use the
service
	 
	3.	 	Cover all required customer education steps identified in the DIRECTV Customer Education SOW.

18”x 20” Antenna/2 or 3 LNB installation

	1)	 	System Requirements

	 	a)	 	Connection of the 110 LNB/Combiner kit when specified or required for a
customers programming choices
	 
	 	b)	 	Proper connection of the multi-sat multi-switch, if required

	2)	 	PARA TODOS Requirements

	 	a)	 	Verification of the receipt and quality of the PARA TODOS channels
	 
	 	b)	 	Instruction to the customer of where the PARA TODOS channels are located
	 
	 	c)	 	Instruction on changing the menu Language to/from English to Spanish

	3)	 	VIP Requirements

	 	a)	 	Includes the following as applicable: All wall fishes, All pole mounts
(including coaxial cable drop and bury), non pen or sled mounts, custom mounts
(including but not limited to tripods, under eave, and balcony mounts), diplexers (2),
and wireless phone jacks (including base and extensions). Any or all of these are
considered standard work on all VIP installs.

	4)	 	KA/KU RD Requirements

	 	a)	 	A BBC (B band converter) must be installed to the “SAT IN” with all H2O IRDs,
and two BBC’s must be installed to each of the two “SAT IN” ports on the HR2O.
	 
	 	b)	 	All KA/KU ODU’s must be peaked and aligned according to DIRECTV, Inc. and
manufactures’ recommendations, including fine tuning both Azimuth and Elevation
Settings.
	 
	 	c)	 	A Pole Mount is considered standard on all KA/KU ODUs if a pole is the only
viable location for LOS (Line of Site)

	 	a.	 	If LOS can be obtained for any KA/KU ODU on the
customer’s home using standard installation methods and the customer
objects, requesting that the ODU be installed on a Pole Mount, custom
charges may be applied

	 	d)	 	Two monopole support arms must be installed on all wall and roof mounted KA/KU
ODUs.
	 
	 	e)	 	A KA/KU ODU is required for all HD installations.
	 
	 	f)	 	A DIRECTV approved wideband 6X8 multi-switch is to be used on all KA/KU
installs requiring more than 4 lines or on WorldDirect Installs.
	 
	 	g)	 	A H2O or HR20 receiver is required on all KA/KU HD installs.
	 
	 	h)	 	Optimize the connection of the HDTV receiver to the HDTV capable/ready TV or
adaptive equipment using all cabling supplied with the HDTV receiver, and one standard
definition connection to a separate video input Verification of the receipt and quality
of the HDTV channels
	 
	 	j)	 	Location of available off-air HD channels if an off air antenna is installed
for HD local programming
	 
	 	k)	 	Instruction to the customer of where All HDTV channels are located
	 
	 	l)	 	Cover all required customer education steps identified in the DIRECTV Customer
Education SOW.

	5)	 	WorldDirect Requirements

	 	a)	 	Installation of the 66cm or 87cm WorldDirect ODU
	 
	 	b)	 	Installation of a 4x4 multi-switch with a single 66cm or 87 cm ODU with the
attached 101 LNB
	 
	 	c)	 	Installation of a 6x8 multi-switch with a KA/KU, 72,5,or AU2 ODU and
WorldDirect ODU
	 
	 	d)	 	Auto configuration on all standard APG receivers to detect WorldDirect
programming
	 
	 	e)	 	Location of the requested WorldDirect programming in the APG guide

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

18

 

	 	f)	 	Cover all required customer education steps identified in the DIRECTV Customer
Education SOW.

	6)	 	72.5 Requirements

	 	a)	 	Installation of a DIRECTV approved 4x4 multi-switch with 2 18” ODU’s
	 
	 	b)	 	Installation of a DIRECTV approved 6x8 multi-switch with a KA/KU, AU2 ,or
WorldDirect ODU
	 
	 	c)	 	Auto configuration on all standard APG receivers to detect the 72.5 local
programming
	 
	 	d)	 	Cover all required customer education steps identified in the DIRECTV Customer
Education SOW.

	7)	 	Hawaii Requirements

	 	a)	 	installation of correct ODU(s) in Hawaii is required:
	 
	 	b)	 	To acquire the 990, 1010 and 1030 satellites requires a 1.2 M ODU
	 
	 	c)	 	To acquire the 1100 and 1190 satellites requires a second 1.2 M ODU
	 
	 	d)	 	To acquire the 950 satellite requires an 87CM ODU
	 
	 	e)	 	Add the appropriate LNB kits to receive the proper programming per the customer
Work Order request.
	 
	 	f)	 	“Standard IRDs” in AK or HI are the H20s
	 
	 	g)	 	A DIRECTV approved wideband 6X8 multi-switch is to be used on all Alaska /
Hawaii installs requiring more than 4 lines or on WorldDirect Installs
	 
	 	h)	 	Cover all required customer education steps identified in the DIRECTV Customer
Education SOW.

	8)	 	Alaska Requirements

	 	a)	 	Installation of the correct ODU(s) in Alaska is required.

	 	i)	 	The size of the ODU is determined by Alaska DMA

	 	(1)	 	Juneau 12 Meter ODU

	 	(a)	 	To acquire the 992, 1012 and 103°
satellites requires a 1.2 M ODU
	 
	 	(b)	 	To acquire the 1102 and 1192
satellites requires a second 1.2 M ODU
	 
	 	(c)	 	To acquire the 952 satellite
requires an 87CM ODU

	 	(2)	 	Anchorage 1.8Meter ODU

	 	(a)	 	To acquire the 992, 1012 and 1032
satellites requires a 1,8 M ODU
	 
	 	(b)	 	To acquire the 110° and 1192
satellites requires a second 1.8 M ODU
	 
	 	(c)	 	To acquire the 952 satellite
requires an 87CM ODU

	 	(3)	 	Fairbanks 2.4 Meter ODU

	 	(a)	 	To acquire the 99”, 1012 and 1032
satellites requires a 2.4 M ODU
	 
	 	(b)	 	To acquire the 1102 and 1192
satellites requires a second 2.4 M ODU
	 
	 	(c)	 	To acquire the 952 satellite
requires an 87CM ODU

	 	(4)	 	Exceptions can and will be made per DMA and ODU
size if a subscriber can be converted and/or installed with a smaller
dish size.

	 	ii)	 	At no time will DIRECTV service be installed with an ODU under
a 1.2M dish)

	 	(1)	 	Cover all required customer education steps
identified in the DIRECTV Customer Education SOW.

DIRECTV residential installations include all of the following:

	1.	 	Confirmation of installation appointment. DIRECTV recommends that at a minimum, each
customer should receive two (2) pre-calls from the retailer’s installer or approved
Installation Company prior to any work being performed and one (1) post-call after work has
been performed (refer to current “Post Call” P&P). Contact the customer:

	 	•	 	Two (2) to three (3) days in advance of their scheduled installation to confirm both
the appointment window and work to be performed.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

19

 

	 	•	 	Installer or dispatcher should phone the customer on the day of the scheduled
appointment to confirm when they will arrive to begin the job. In the event that the
agreed upon timeframe is in jeopardy, the customer should be contacted and notified of
any changes.

	2.	 	Arrival at customer’s residence within the designated window of time wearing proper ID and
uniform.
	 
	3.	 	Completion of a site survey and planning the installation with the customer (coaxial cable
routing, antenna location, connection of devices).
	 
	4.	 	Verify services ordered and work to be performed with customer. Any non-standard / custom
work with incremental costs associated must be communicated and agreed to in writing prior to
commencement of installation. See Addendum A for VIP Installs and Addendum B for KA/KU
installs for standard work policy changes for these install types. PLEASE NOTE THAT ALL
NON-STANDARD CHARGES OR CUSTOM WORK SHALL BE SUBJECT TO DIRECTV’S PUBLISHED “NOT TO EXCEED”
PRICING FOR EACH APPLICABLE CHARGE.
	 
	5.	 	Routing and properly attaching DIRECTV approved RG-6 coaxial cable through external and
internal walls, as needed routing of cable through the attic without fishing interior walls is
considered standard. Routing of cable through crawlspace and penetrating adjacent floor or
wall fishing up to adjacent floor is considered standard.
	 
	6.	 	Any existing coaxial cable must be replaced unless the technician is able to verify the
integrity and the quality of the existing coaxial cable meets DIRECTV’s standards. All
pre-existing coaxial cable fittings are to be replaced.
	 
	7.	 	Proper use of DIRECTV-approved drop materials from the DIRECTV Approved Materials List is
required. Proper use includes, but is not limited to, the use of approved tools for
attachment of all fittings, approved switches or diplexers, approved coaxial cable, approved
grounding devices, and approved coaxial cable clips or ties.
	 
	8.	 	All coaxial cable connections and entry points must be properly sealed.
	 
	9.	 	The system must be grounded to meet or exceed Local 1 NEC requirements.
	 
	10.	 	Properly mounting to customer’s home, aligning and peaking satellite antenna for maximum
signal strength. Standard mounting includes, but is not limited to, the roof, eave, outside
wall, balcony, deck, chimney pole, or ground pole mounts when necessary for line of sight, and
tripod and other Non Penetrating mounts. Six lag bolts or anchor screws must be used on all
mounting surfaces when available and the use of two monopoles for every KA/KU ODU installed on
the roof, wall or other standard location.
	 
	11.	 	The ODU should always be marked on the mast with a permanent marker for tilt, azimuth, and
elevation settings after optimal peaking and alignment. Only DIRECTV-approved ODUs should be
used. See Addendum B and C for ODU specifications for KA/KU (HD Install) and Alaska /Hawaii.
	 
	12.	 	In any market where any programming is required from the 1104 or 119 4 orbital slots, a
Triple Sat ODU is required on all installations. The exceptions are: KA/KU installs — see
Addendum B — and Alaska /Hawaii installs — see Addendum C.
	 
	13.	 	Proper installation is required of a second 18 inch ODU and integration with the proper
DIRECTV-approved multi-switch in all 72.52 markets where local channels have been requested.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

20

 

	14.	 	Proper installation is required of the WorldDirect ODU (95°) and integration with the proper
DIRECTV-approved multi-switch on all WoridDlrect installs.
	 
	15.	 	Dual coaxial cable runs are required on all AU2 and 18 inch installs, triple coaxial cable
runs are required on all WorldDirect (95°) installs, and quad coaxial cable runs are required
on all KAIKU and 72.5¢ installs from the ODU to the ground block or multi-switch.
	 
	16.	 	Dual coaxial cable must be run to all DIRECTV DVRs.
	 
	17.	 	Installation of one or more DIRECTV System IRDs as indicated on the customer’s Work Order.
	 
	18.	 	All IRDs must be connected to a land-based telephone line or DIRECTV-approved wireless phone
jack.
	 
	19.	 	Connection of existing off-air antenna or active cable drop (enabling TV to function as it
had prior to DIRECTV installation). This connection may not be diplexed/piggy backed down the
coax on any RD install where a KA/KU ODU has been installed, and must be directly run from the
off-air-antennalcable drop to the customer’s existing location(s) and integrated into all HD
IRD’s at these same location(s).
	 
	20.	 	Connection of existing co-located devices (VCR / DVD, functioning surround sound, DVD, video
games, etc.) and programming the DIRECTV Universal Remote Control to operate all applicable
devices.
	 
	21.	 	Completion of a system test verifying signal strength (on all transponders on all required
orbital slots), access card match, and telephone connectivity.
	 
	22.	 	Activation of DIRECTV service.
	 
	23.	 	Cleaning up any mess made during installation and removing debris from the customer’s
residence. This includes removal of empty equipment boxes at customer’s request
	 
	24.	 	Removal of customer’s “DIRECTV-utilized” ODU is considered standard (upon customer request)
provided the ODU is attached to the house and is less than one meter in size; non-DIRECTV ODUs
may be removed and provided to the customer for disposal at their discretion.

	 	•	 	The ODU mast, reflector and LNB(s) should be removed; however, the foot of the ODU
should remain attached to the home.

	25.	 	Customer education (minimum 20 minutes required) on the DIRECTV system operation and features
including soft and hard resets and on how our system functions with existing customer
equipment. Customer education should include but is not limited to; customer’s favorite
channels locations, bow to set locks and limits, favorite channels set ups, PPV ordering,
channel neighborhoods, location of local channels, DIRECTV interactive, and programming
searches. Inform the customer about channel 114 & 201 (customer information) at the end of
the customer education.

	 	•	 	Customer Education on the DIRECTV remote: including but not limited to, how to
program the remote, how to navigate using the remote and programming the remote for all
existing devices. If the provided codes do not enable the remote to work with the
device, a code scan must be performed. All known codes for all devices should be
written down for the customer on the receiver manual.

	26.	 	Completion of all applicable forms and obtaining customer’s signature certifying the job was
completed to his or her complete satisfaction.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

21

 

	27.	 	Leaving installation company name and toll free or local telephone number with the customer
enabling them to contact the Installation Company directly if there are any problems with the
installation.

	28.	 	If, after arriving at a job the installation cannot be completed and is cancelled, the
installer must explain to the customer in detail why they were not able to complete the job.

In addition to the above, the following unique requirements apply in these situations:

Addendum A: VIP Professional Installs

Include the following as applicable: wall fishes, customer-requested pole mounts (including coaxial
cable drop and bury), non-pen or sled mounts, custom mounts (including but not limited to tripods
and balcony mounts), diplexers (2), and wireless phone jacks (including base and extensions). Any
or all of these are considered standard work on all VIP installs.

Addendum B: KA / KU High Definition Installs

	I.	 	A BBC “B band converter” must be installed to the “SAT IN” with all H2O IRDs, and two BBC’s
must be installed to both “SAT IN” connections on the HR20.
	 
	II.	 	All KA/ICU ODU’s must be peaked and aligned according to DIRECTV, Inc. and manufactures’ recommendations, including fine
tuning both Azimuth and Elevation Settings.
	 
	III.	 	A Ground Pole Mount is considered standard on all KA/KU ODUs if needed for LOS (Line of Site), ONLY aesthetically
requested Ground Pole Mounts are considered custom labor and may be charged to the customer.
	 
	IV.	 	Two monopole support arms must be installed on all wall and roof mounted KA 1 KU ODUs.
	 
	V.	 	A KA/KU ODU is required on ALL HD installs or upgrades.
	 
	VI.	 	A wideband 6X8 multi-switch is to be used on all KA/KU installs requiring more than 4 lines
or on WorldDirect Installs.
	 
	VII.	 	A H2O and/or I-IR20 receiver is required on all KA/KU HD installs.

Addendum C: Alaska / Hawaii Installs

	I.	 	Installation of correct ODU(s)in Alaska / Hawaii is required:

	 	a.	 	To acquire the 99”, 1012 and 1032 satellites requires a 1.2 M ODU (1.8 M in
some areas)
	 
	 	b.	 	To acquire the 1102 and 1192 satellites requires a second 1.2 M ODU (1.8 in
some areas)
	 
	 	c.	 	To acquire the 952 satellite requires an 87CM ODU
	 
	 	d.	 	Add the appropriate LNB kits to receive the proper programming per the customer
Work Order request.

	II.	 	“Standard IRDs” in AK or HI are the H20s, standard DVRs are HR20s.
	 
	III.	 	A wideband 6X8 multi-switch is to be used on all Alaska / Hawaii installs requiring more than
4 lines or on WorldDirect Installs.

Addendum D: DIRECTV on Demand installs

	I.	 	Installation of Internet connection to HD DVR

	 	a.	 	A DIRECTV approved Ethernet adapter must be installed to an available Ethernet
connection at the customer’s router.
	 
	 	b.	 	A DIRECTV approved Ethernet adapter must also be installed to Ethernet port on
the back of the DIRECTV HDDVR.
	 
	 	c.	 	The DIRECTV HDDVR must be configured to connect to the DIRECTV on Demand
service.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

22

 

In no event shall Contractor skip any of the above steps when installing a Customer within an MDU
structure which has been previously wired for L-band distribution of the DIRECTV Service (an “MDU
Resident”). All such MDU Residents must receive signal from his/her own installed antenna. If an
antenna cannot be installed for any reason, the Work Order is to be cancelled and the MDU Resident
is to be informed that he/she needs to contact the building manager in order to receive information
about receiving the DIRECTV Service.

Advanced Products Installation Checklist

	1.	 	DVRs require continuous phone connections without exception
	 
	2.	 	For all Advanced Product installations or upgrades you will need the following:

	 	a.	 	F fittings
	 
	 	b.	 	Single R06 coaxial cable
	 
	 	c.	 	* Dual Line RG6 coaxial cable
	 
	 	d.	 	* Dual Ground Blocks
	 
	 	e.	 	Standard tools
	 
	 	f.	 	Spare Dual LNB

	3.	 	If a customer currently has an 18” ODU with a single LNB and they are keeping the 18” ODU it
will have to be upgraded to a dual LNB prior to any other steps.
	 
	4.	 	Each advanced product requires 2 ports. Each standard receiver requires 1 port. Sum the
ports to determine the switch configuration needed. Examples;

	 	a.	 	1 advanced product and 2 standard receivers = 4 ports
	 
	 	b.	 	2 advanced products and 1 standard receiver = 5 ports

	5.	 	If the customer’s equipment will use a 18” ODU and will require:

	 	a.	 	2 ports -— DUAL LNB
	 
	 	b.	 	3 to 4 ports — 3x4 multi-switch
	 
	 	c.	 	5 to 8 ports -— 4x8 POWERED multi-switch

	6.	 	If the customer’s equipment will use a 18”x20” ODU and will require:

	 	a.	 	2-4 ports -— Use existing switch or built in switch KaElu or AU2 ODU
	 
	 	b.	 	5 to 8 ports —

	 	i.	 	Use a 4x8 of 6x8 (Ka/Ku,72.5, or WorldDirect customers)
multi-switch

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

23

 

	 	ii.	 	2 dual ground blocks or 1 quad ground block

The DIRECTV residential Customer Education includes the following:

	29.	 	The technician must follow all guidelines regarding proper materials and installation
practices set forth in the standard residential statement of work.

	30.	 	Completion of a site survey and planning the installation with the customer (Coaxial cable
routing, antenna location, connection of devices). The Technician must verify approval of the
installation and explain why the ODU is mounted in the best possible location and explain and
receive written approval for all customer installation charges.
	 
	31.	 	The technician is required to provide and review the “Welcome kit” with the customer.
	 
	32.	 	Customer education on the IRD, Remote control and Programming must include the following:

	 	a)	 	How to perform soft and hard resets of the IRD

	 
	 	b)	 	How to access and navigate through the IRD guide.
	 
	 	c)	 	How to change inputs on TV or AV receiver for viewing of
DIRECTV or other customer equipment.
	 
	 	d)	 	How our DIRECTV system functions with existing customer
equipment including how to record on a VCR, how to play a DVD, and how to use
surround sound.
	 
	 	e)	 	How to set locks and limits
	 
	 	f)	 	How to order PPV
	 
	 	g)	 	Location of local channels including XM music channels
	 
	 	h)	 	DIRECTV interactive how to use and navigate
	 
	 	i)	 	Explain usage and location of all mix channels
	 
	 	j)	 	How to do programming searches.
	 
	 	k)	 	How the Caller ID works and how to disable or enable the caller
ID and check previous call in phone numbers.
	 
	 	l)	 	Inform the customer about the customer information channels
(114), (201) at the end of the customer education.
	 
	 	m)	 	How to access games, when applicable

	 
	 	n)	 	How to navigate using the remote in the guide
	 
	 	o)	 	How to program the remote for all existing devices and how to
program new components to the DIRECTV remote.

	 	a.	 	All known codes for all devices should be
written down for the customer on the receiver manual.

	 	p)	 	How to navigate the menu using the remote including info and
test screens
	 
	 	q)	 	How to check signal strength

	33.	 	Completion of all applicable forms and obtaining customer’s signature certifying the job was
completed to his or her satisfaction.

	34.	 	Leaving installation company name and toll free or local telephone number with the customer
enabling them to contact the installation Company or installer directly if there are any
problems with the installation.

	35.	 	Final walk through with the customer showing ODU location, Multi-switch location and type of
multi-switch if applicable, and all receiver locations.

	36.	 	If, after arriving at a job the installation cannot be completed and is cancelled, the
installer must explain to the customer in detail why they were not able to complete the job.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

24

 

	37.	 	Customer Education should be a minimum of 20 minutes
	 
	38.	 	Ask customer if they are completely satisfied and if there is anything else they require.

Addendum A: DVR Customer Education

	I.	 	How to record programming
	 
	II.	 	How to pause rewind and fast forward using the remote
	 
	III.	 	30 second skip
	 
	IV.	 	Setting up series link
	 
	V.	 	How to access and delete recorded programming from “My VOD”
	 
	VI.	 	How to check to do list
	 
	VII.	 	PPV purchasing and recording including the ability to record and watch later
	 
	VIII.	 	Show the customer the location of the DVR plus channel 1000 and explain the future location of DIRECTV plus welcome video
in showcases.

Addendum B: KA/1CU HD installs Customer Education

	I.	 	Off air antenna channel location and integration
	 
	II.	 	Importance of the BBC for programming reception
	 
	III.	 	How to change display mode
	 
	IV.	 	HD channel locations including local channels where available
	 
	V.	 	How to change TV Format

	 
	VI.	 	HD DVR should encompass a combination of HD installs and DVR installs

Addendum C: EarthLink Customer Education

	I.	 	How to install and configure modem
	 
	II.	 	How to connect and reset the modem
	 
	III.	 	How to check wireless Signal strength
	 
	IV.	 	How to troubleshoot connectivity

Addendum D: Wild Blue Customer Education

	I.	 	How to install and configure the software
	 
	II.	 	How to connect and reset the modem
	 
	III.	 	How to check Signal strength
	 
	IV.	 	How to troubleshoot connectivity

Addendum F: DIRECTV on Demand Customer Education

	I.	 	How to install and configure the DIRECTV Ethernet adapter to the customer’s router and HDDVR

	 
	II.	 	How to connect to the DIRECTV on Demand service on the HDDVR
	 
	III.	 	How to identify if the DIRECTV approved Ethernet adapter is functioning.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

25

 

EXHIBIT 2.c.

PERSONNEL. VEHICLES AND UNIFORMS

     A. Personnel. With respect to any employee or Approved Subcontractor, as defined
below, who is assigned by Contractor to perform its duties under this Agreement, any part of which
requires entrance by the employee onto property owned or rented by a DIRECTV customer, or any other
citizen of the community, Contractor warrants that such individual is qualified, able and suitable
to perform the duties assigned in a good, professional and workmanlike manner and with care and
concern for DIRECTV, DIRECTV’s customers, third parties and any of their property, and that they
have successfully completed SBCA Certified Installer Training (or other DIRECTV-approved training
program) and have been otherwise properly trained to perform and provide the Services hereunder
(Services could expand requiring specific DIRECTV training). Specifically, Contractor shall only
allow those employees and Approved Subcontractor technicians who have successfully completed the
applicable DIRECTV-approved training program to perform those Services which require a certain
minimum level of training (i.e., Grades 1-3 DIRECTV commercial installation certification). In the
event that Contractor is considering offering employment to an individual then currently employed
by another installation and service contractor of DIRECTV, Contractor shall inform DIRECTV of this
decision prior to any offer of employment being made. Throughout the Term, Contractor shall
maintain an accurate database setting forth the skill sets and training programs completed by each
of its technicians and such data shall be subject to independent review by DIRECTV pursuant to
Section 2.d of the Agreement. Contractor shall, throughout the Term of the Agreement, maintain a
minimum one-to twenty (1/20) supervisor to technician ratio, including Approved Subcontractors, in
each individual market that Contractor operates. In addition, Contractor hereby agrees to include
a reasonable background check and drug screen on potential employees (including both new
individuals and former employees who desire to return to Contractor) within its standard
hiring/operating policies with respect to those individuals whose employment shall include
performing the Services. Both the individual employee background checks as well and the results of
negative drug screen shall be made available to DIRECTV upon reasonable notice to verify
compliance. Specifically, Contractor shall ensure that:

          (i) such individual has been required to take a 5-panel drug screening test for those
controlled substances as dictated by Contractor and the results of the test were negative prior to
the offering of employment;

          (ii) a federal, state and county (including city, if applicable) criminal background check was
performed on such individual (including sex offender database check) and the check revealed no (a)
convictions for felonies, (b) (commencing May 1, 2007), misdemeanor convictions related to violence
or sex offenses, or (c) other information which would indicate that the individual is a danger to
DIRECTV, its customers, third parties or any of their property; and

          (iii) a social security number verification and DMV record review has occurred.

     B. Subcontractors. In no event shall Contractor appoint or allow any third party or
subcontractor (each a “Subcontractor) to perform and provide any Services prior to (i) that
Subcontractor providing to Contractor evidence of a reasonable background check and drug screen of
each of its Services-providing technicians which is no less stringent than those requirements for
Contractor as set forth above (Contractor to maintain on file all Subcontractor technician
background checks and negative drug screen results available for audit by DIRECTV), (ii) that
Subcontractor receiving and successfully completing SBCA Certified Installer Training (or other
DIRECTV-approved training program) for each applicable technician, as determined by DIRECTV in its
sole discretion and (iii) receiving an approval from DIRECTV (each an “Approved Subcontractor”),
which approval may or may not be granted in DIRECTV’s discretion; provided, however, that in any
DMA in which Contractor is authorized to perform the Services, Contractor shall not permit Approved
Subcontractors to perform more than [****] of Contractor’s aggregate Work Orders in any particular
DMA in any given accounting month during the Term, without the prior written approval of DIRECTV.
In the event Contractor engages or otherwise utilizes Approved

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

26

 

Subcontractor(s) in the performance of Services as set forth herein, Contractor shall cause
such Approved Subcontractor(s) to comply with and abide by the terms, conditions and restrictions
imposed upon Contractor as set forth in this Agreement, including all attachments and exhibits
related thereto; provided, however, that Contractor shall be solely responsible for the methods,
techniques, sequences, and procedures of the Services to be provided hereunder and the timely
completion of each Work Order performed by such Approved Subcontractor(s), if any; provided,
further, that the utilization of a Subcontractor may be expressly forbidden pursuant to the
specific terms of the attached Statement of Work applicable to the contemplated Service. On a
monthly basis, Contractor shall be obligated to provide to DIRECTV, a written list of its Approved
Subcontractors who actually performed Services. All Approved Subcontractor usage data provided to
DIRECTV shall be subject to verification by DIRECTV as set forth in paragraph 2.g. In addition,
each Approved Subcontractor shall be identified in CSG Workforce Express, or any successor system,
such that DIRECTV may at all times determine the labor capacity of each such Approved
Subcontractor. DIRECTV, in its sole discretion and upon notice to Contractor, may terminate the
Approved Subcontractor status of any such third party or subcontractor and Contractor may not
engage or otherwise utilize such third party or subcontractor in the performance of Services as set
forth herein unless and until DIRECTV, in writing, reinstates such third party or subcontractor as
an Approved Subcontractor, if ever. In addition to Approved Subcontractors who shall be performing
Services hereunder, Contractor may elect to deploy third parties with respect to certain call
center and/or data management activities. In no event shall any such third party vendor have
access to any DIRECTV Confidential Information, as defined in Section 23.a. of the Agreement,
prior to DIRECTV’s (i) written approval of such third party vendor, and (ii) receipt of a fully
executed confidentiality agreement, including terms and conditions materially consistent with
Section 23, by and between Contractor and such third party vendor (at which point such third party
vendor would become an Approved Subcontractor).

     C. Identification Cards. Contractor, at its own expense, will provide identification
badges to be worn by personnel, including Approved Subcontractors, engaged in the performance of
Contractor’s duties under this Agreement. DIRECTV shall provide Contractor with a generic ID card
template to be used. Such badges will include the name, address and telephone number of
Contractor, in addition to a photograph and the name of the individual wearing the badge. The
identification badges will be displayed by all Contractor personnel at all times while performing
the Services and shall indicate that the installer is an authorized DIRECTV installer. In
addition, installers and maintenance personnel will present a professional appearance at all times
and will wear DIRECTV uniforms, as set forth below. Qualifications for performance shall include,
but not he limited to, customer-relations skills, technical skills and adherence to dress
standards. Employees shall identify themselves as Contractor’s employees, not DIRECTV employees,
in any circumstance where identification is necessary.

     D. Vehicles. DIRECTV requires that no less than eighty percent (80%) of all Work
Orders performed shall be carried out by technicians driving vehicles meeting DIRECTV’s standards.
Therefore, Contractor’s aggregate vehicle fleet, including those vehicles used by any Approved
Subcontractor shall consist of no less than eighty percent (80%) of new or like-new and
damage-free, OSHA-compliant, white vans or trucks with matching, white truck-bed shell. In
addition, while no more than twenty percent (20%) of all vehicles, either HSP or Approved
Subcontractor or both, may be a color other than white, each such vehicle shall be new or like-new
and damage-free, OSHA-compliant vans or trucks. DIRECTV’s specific standards as to what shall
constitute new or like-new, as well as the trademark guidelines, shall be clearly set forth within
the DIRECTV vehicle approval policy.

     Failure by Contractor to meet this fleet requirement shall be considered a material breach of
this Agreement. Only vehicles owned or leased as well as insured by Contractor, or the Approved
Subcontractor, if applicable, will be considered for eligibility under the minimum fleet
requirement. Contractor shall clearly identify all vehicles and other major equipment operating
under the authority of this Agreement with Contractor’s name and phone number as a service provider
for DIRECTV or such other entity as DIRECTV may reasonably direct. Contractor shall display the
DIRECTV logo on all vehicles and other major equipment it operates under this Agreement in
accordance with the terms hereof and in accordance with the terms of the trademark and logo
guidelines provided by DIRECTV. In the event that DIRECTV creates a van “wrap” displaying the
DIRECTV logo and/or other marketing or promotional messages related to the DBS service, Contractor
shall be required to purchase

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

27

 

and install such wrap for each fleet vehicle required hereunder. In no event shall Contractor
modify in any way the wrap (including, but not limited to, listed phone numbers on any part of the
wrap) without the prior written approval of DIRECTV. In addition, any vehicle used by an Approved
Subcontractor that displays the DIRECTV logo shall (i) clearly identify the vehicle as a contractor
vehicle (including the phone number of the Approved Subcontractor), and (ii) only be in the form of
a magnetic decal which shall be removed by the Approved Subcontractor at all times when such
vehicle is not performing services on behalf of DIRECTV. In no event shall Contractor place, or
allow any Approved Subcontractor to place, any DIRECTV markings on any vehicle not meeting the
standards as set forth in the vehicle approval policy. All vehicles used by Contractor in the
performance of the Services shall be kept clean and shall be maintained in accordance with
reasonable standards specified by Contractor.

     E. Uniforms. Contractor shall require that all of its technicians, including all
Approved Subcontractor technicians, performing Services within the residences or commercial
establishments of DIRECTV customers wear no less than the approved DIRECTV shirt and cap while
performing the Services. In addition, all technicians shall wear DIRECTV-approved pants while
performing any Services. Such shirts or caps shall be offered to Contractor from DIRECTV, or its
agent, at DIRECTV’s published prices. All other DIRECTV uniform items (including jackets) may be
purchased by Contractor from DIRECTV, or its agent, at its discretion, but shall not be required
attire under this Agreement. Notwithstanding the foregoing, Contractor may, on its own, purchase
collared, uniform shirts from a third party and shall affix a DIRECTV logo/patch, at Contractor’s
sole cost, in the exact same manner and appearance as is provided with the DIRECTV shirts;
provided, however, that DIRECTV shall approve such shirt prior to implementation by Contractor
(DIRECTV’s approval shall be based on the proposed shirt’s reasonable similarity to the uniform
shirt provided by DIRECTV with respect to color and style).

     F. Personal Grooming Standards. Contractor shall ensure that all technicians (both
employees and contracted Authorized Subcontractors) strictly adhere to the DIRECTV Personal
Grooming Standards, as set forth in the Policies and Procedures.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

28

 

EXHIBIT 2.c.

CONTRACTOR CONTACT LIST

Mountain Satellite, Inc.

Attention: Zach McGuire

Phone: (303) 395-8865

Facsimile: (888) 298-9994

E-mail: zmcguire@ironwoodcommunications.com

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

29

 

EXHIBIT 3.

CONTRACTOR INSTALLATION & SERVICE RESPONSIBILITIES

     a. General. Contractor shall, (i) furnish all necessary materials, labor, tools, and
equipment required for the successful completion of each Fulfillment Service hereunder; (ii) during
the course of performing a Fulfillment or Service Work Order, avoid the accumulation of excessive,
unsightly, or dangerous waste material, and shall ensure the orderly removal and disposal thereof;
(iii) furnish and pay for all required licenses and permits, and post any bonds or security
required under applicable laws, with respect to all Services performed by Contractor; (iv) be
solely responsible for the methods, techniques, sequences, and procedures of DIRECTV System
installation and other Services, if any, and the timely completion of each Work Order; (v) provide
information regarding such DIRECTV System installation and other Services, if any, as reasonably
requested by DIRECTV, in a format reasonably acceptable to DIRECTV; and (vi) abide by all local,
state and Federal laws, statutes, rules, regulations and ordinances including applicable Consumer
Protection Acts. In all of its activities as a representative for DIRECTV, Contractor shall
conduct itself in a commercially reputable and ethical manner and shall engage in no deceptive
sales practice or other practice which impugns DIRECTV’s reputation and goodwill.

          (i) Customer Ownership. In performing and providing the Fulfillment Services for
DIRECTV customers, Contractor shall not obtain any ownership or otherwise any right to such DIRECTV
customers or customer information related thereto (collectively, the “Customer Information”). As
between DIRECTV and Contractor, the Parties agree and acknowledge that the Customer Information is
confidential information of DIRECTV, and the use and dissemination of such Customer Information
shall be subject to Section 23 herein.

          (ii) Training. Contractor agrees to provide at all times a qualified and
fully-trained administrative, installation, and service staff. In performing and providing the
Services hereunder, Contractor agrees to develop and implement at its expense adequate training
programs based on specifications provided by DIRECTV (such specifications to include minimum
classroom and field training requirements), and Contractor shall attend all training programs
requested by DIRECTV. In addition, DIRECTV, in its sole discretion, may produce and distribute to
Contractor, certain training materials by video broadcast or in video tape or CD ROM format. Such
materials shall be made available to all technicians, including Approved Subcontractors by
Contractor. Contractor shall provide a “hands on” training facility at each warehouse / plant
location where eight (8) or more technicians report on a regular basis (daily or weekly).
“Facility” shall be defined as a permanent, or mobile unit that includes, but is not limited to,
IRD(s) (including advanced services), ODU(s), television, VCRIDVD, wiring diagrams, cable, drop
materials, and specific tools used in DIRECTV installation and service. Contractor acknowledges
and agrees that its provision of certain Services shall require the completion of specific training
programs necessary to perform the tasks as set forth in the applicable Statement of Work. Certain
training sessions or materials shall require that Contractor obtain signatures from each technician
that may be scheduled to perform the Services addressed in the particular training session.
Contractor shall maintain records establishing training dates identified by applicable subject
matter, attendees and pass/fail records for all technicians involved in such training session.
Such proof of receipt of training via technician signatures shall be subject to audit by DIRECTV.

     b. Installation and Service Specifications.

          (i) Contractor agrees that all Services provided by Contractor pursuant to this Agreement will
be performed in a good and workmanlike manner in accordance with this Agreement, including the
applicable Work Order and the Policies and Procedures. Contractor and Approved Subcontractors
shall thoroughly study and know the contents of such Policies and Procedures and shall keep the
most current form of such Policies and Procedures in their vehicles at all times as a reference
source.

          (ii) Contractor warrants the quality and workmanship of all Services for the first twelve (12)
months from the date of provision of such Services (unless otherwise set forth in the applicable
Statement of Work),
and shall timely repair or fix any defects in the Services provided, or otherwise re-perform
the Services during the said time period without charge to DIRECTV or the customer.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

30

 

          (iii) In the event that Contractor materially breaches the obligations in the provision of the
Services hereunder, in addition to the termination and other rights DIRECTV may have hereunder,
Contractor shall be responsible and liable for all costs and expenses incurred by DIRECTV in
properly providing the Services and inspecting Contractor’s work; provided, however, that
Contractor shall be solely liable for any damage to private or public property resulting in its
provision of the Services, irrespective of the date on which such damage may manifest itself, and
shall indemnify DIRECTV with respect to any such claims pursuant to section 18 hereunder.

          (iv) Contractor will obtain appropriate information and required locations with respect to the
location of buried cables and utilities prior to performing any excavation or underground work and
will locate, expose and protect from damage all existing underground facilities, including
electrical, telephone, water, gas, sewer or other utilities. All location services must be
performed in a timely manner to enable Contractor to meet the performance standards set forth
herein.

          (v) In all installations of DIRECTV Systems where the customer has a phone line, whether
working or not, Contractor shall use the phone line to connect each and every DIRECTV IRD in such
DIRECTV customer’s premises. Contractor shall make every effort to have the DIRECTV IRD
successfully pass a phone test and receive an impulse authorization. Contractor’s performance in
connecting to the phone line, FOR NEW INSTALLATIONS ONLY, may result in incurring a chargeback if
the percentage of non-responding IRDs, as measured on a monthly basis, exceeds 40% of all IRDs
activated during new installations by Contractor that month.

          (vi) Contractor shall utilize only those contractual forms/agreements to be signed by DIRECTV
customers upon installation/activation as prescribed by DIRECTV (the “DIRECTV Forms”). No
modification to such DIRECTV Forms shall be permitted without DIRECTV’s prior written consent.
With respect to each Service provided by Contractor hereunder, Contractor agrees that it will
complete and obtain copies of the applicable DIRECTV Forms and will timely process and file the
hard copies of such DIRECTV forms in accordance with DIRECTV procedures. Contractor shall provide
the original or a copy of each completed DIRECTV Form to DIRECTV upon DIRECTV’s request.

          (vii) Upon completion of a Fulfillment Service, Contractor shall remove all of its tools,
equipment and materials from the area, will leave the area clean and ready for use and shall
restore the area to the same condition as it was prior to the performance of the Services.

          (viii) On a monthly basis, Contractor shall quality-inspect no less than three (3) separate
jobs performed by each of Contractor’s employed technicians and identified by a valid “QC” Work
Order, during the preceding calendar month and such work shall have a Quality Control pass rate of
at least [****] (based on the “Quality Control Form” included in the Policies and Procedures as
provided by DIRECTV). In addition, Contractor shall quality-inspect no less than three (3)
separate Work Order jobs performed by each technician employed or contracted to each Approved
Subcontractor and identified by a valid QC Work Order during the preceding calendar month, and such
work shall have a Quality Control pass rate of at least [****]. Each inspection must include no
less than one quality control picture of the DIRECTV System antenna at each inspected project,
which pictures shall be maintained by Contractor in a neat and organized file, and forwarded to
DIRECTV along with Contractor’s inspection reports upon DIRECTV’s request. For each inspection,
Contractor shall use the form issued by D.IRECTV as the same may be reasonably modified by DIRECTV
from time to time. Said form, along with the name of the technician being inspected and the date
of inspection shall be filed within Contractor’s applicable field office and available for review
by DIRECTV. Contractor shall, subject to customer’s availability, immediately make necessary
repairs based on such inspection without additional compensation from DIRECTV or the applicable
DIRECTV customer (if the customer is not available for repairs during the inspection visit,
Contractor shall schedule its own appointment with the customer in order to repair the DIRECTV
installation as quickly as possible). Any and all quality inspection of the Services provided
hereunder shall be performed by an employee of Contractor

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

31

 

(supervisor or above) other than the employee or the individual who actually performed such
Services. In no event shall an Approved Subcontractor perform any quality inspection on behalf of
Contractor. Any failure by Contractor to perform the minimum number of inspections as required
hereunder(and/or failure to achieve the minimum pass rate for such work inspected) for two
consecutive measuring periods shall be deemed a material breach of this Agreement. Notwithstanding
the foregoing, DIRECTV reserves the right conduct its own inspections of Contractors work. In the
event that DIRECTV reasonably determines that the Services were not substantially performed
pursuant to DIRECTV standards, DIRECTV shall issue a non pay Service Call Work Order requiring
Contractor to promptly return and perform the needed service.

          (ix) In the event of a Service Call Work Order requiring the deployment of DIRECTV Hardware,
Contractor shall use commercially reasonable efforts to use refurbished DIRECTV Hardware (packaging
will identify receivers as new or refurbished) as opposed to new DIRECTV Hardware. It shall be
Contractor’s responsibility to manage its supply of refurbished DIRECTV Hardware and timely order
additional materials when needed.

     c. Ancillary Work. In some instances DIRECTV customers, or the recipient of the
Services provided hereunder, may contract with Contractor to provide ancillary services related to
the Services, but not specifically called for by DIRECTV within the Work Order (“Ancillary Work”).
For purposes of an example only, such Ancillary Work may include the installation or relocation of
an off-air antenna, the running of additional cable or a sidewalk bore. In the event Contractor
agrees to provide such Ancillary Work, the actual rates for such services shall be negotiated and
agreed to in writing by customer and the Contractor prior to the commencement of such
Ancillary Work. The rates for such Ancillary Work may be included in the DIRECTV “Not To Exceed”
pricing list set forth in the P&P. To the extent that the requested Ancillary Work is listed,
pricing must be in accordance with DIRECTV’s then-published pricing. In such event, Contractor is
operating as an independent contractor and is not an employee or agent of DIRECTV nor shall DIRECTV
be a party to such transaction. In no event shall DIRECTV be responsible for the performance of
Contractor with respect to any Ancillary Work nor shall DIRECTV warrant or guarantee the
performance of Contractor with respect to the Ancillary Work. In performing Ancillary Work,
Contractor shall provide customer reasonable written notification within its contract or work order
form that DIRECTV is not the party providing the Ancillary Work. Notwithstanding the foregoing,
Contractor warrants the quality and workmanship of all Ancillary Work for no less than first twelve
(12) months from the date of provision of such service, and shall repair or fix any defects in the
Ancillary Work provided, or otherwise re-perform the services during the said time period at no
additional charge to the customer. In addition, Contractor agrees to charge the customer no more
than reasonable market rates for the specific services provided (see DIRECTV’s recommended rates
for Ancillary Work in the P&P, as defined in Section 2.4 of Exhibit 3.i.) .

     d. Materials. Contractor shall provide, at its own expense, all materials necessary
to complete the Fulfillment Service hereunder (the “Drop Materials”). Exhibit 3.d., attached
hereto and incorporated herein, contains a list of Drop Materials that Contractor shall possess
throughout the Term.

     e. Response Times.

          (i) Scheduling. Prior to receiving connectivity with DIRECTV’s customer management
system, as described in Section 2(a) above, Contractor shall have sufficient labor available to
meet DIRECTV’s response times as set forth below no less than 95% of the time, as measured monthly
on a per-DMA basis (subject to the impact of force majuere events, as shall be reasonably
determined by DIRECTV), and shall inform DIRECTV’s dispatcher weekly of Contractor’s availability
on a 90-day rolling forecast. After receiving connectivity with DIRECTV’s customer management
system, Contractor agrees to enter, monitor and maintain a specified amount of time, seven (7) days
a week, for morning appointments and afternoon appointments (or that appointment window as dictated
by DIRECTV should DIRECTV elect to shorten the appointment window) on the scheduling management
system for each assigned area to Contractor for Fulfillment Service responsibilities, during which
Contractor will be available to respond to Fulfillment Service Calls scheduled in the system (the
“Scheduling Quota”). Contractor agrees to maintain the Scheduling Quota for thirty (30) days in
advance of each day, regardless of fluctuations due

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

32

 

to DIRECTV promotions or otherwise. Contractor shall manage the Scheduling Quota and its
technical personnel work schedules so that certain time frames, as are determined by DIRECTV, are
always available to DIRECTV customers for the following:

               (a) Installation Requests (including primary and additional outlet installations, upgrades,
reconnects, antenna/outlet relocations and move/transfers): Appointment always available within
seventy-two (72) hours of DIRECTV’s or DIRECTV customer’s request;

               (b) Service Call Requests (including all maintenance and repair calls): Appointment always
available within twenty-four (24) hours of the creation of the applicable Service Call Work Order
by DIRECTV (or the specific date requested by the DIRECTV customer if beyond the next day); and

               (c) Equipment Retrieval Requests: If applicable, appointment always available within
seventy-two (72) hours of DIRECTV’s or DIRECTV customer’s request.

With respect to all scheduling, Contractor shall be required to maintain current, valid individual
technician information (e.g., name, skill-set, shift, etc.) on a daily basis. For the purposes of
this section, “available” shall mean that Contractor shall have no less than fifteen percent (15%)
quota availability for the applicable DMA, as measured by the past average monthly quota.

          (ii) Installations.

               (a) Contractor shall be fully prepared to perform and complete all assigned, scheduled
Fulfillment Service appointments on the scheduled date and within the scheduled appointment window,
even if Contractor is unable to confirm such appointment with the DIRECTV customer. If a DIRECTV
customer is not at the premises at the time of a scheduled appointment, Contractor shall leave a
missed appointment door hanger, which shall be provided at Contractor’s sole expense and such door
hanger shall contain Contractor’s name and phone number and such other information as requested by
DIRECTV. Such door hanger must be pre-approved in writing by DIRECTV in accordance with the terms
of this Agreement.

               (b) In the event that Contractor is unable to perform and complete all assigned, scheduled
Fulfillment Service appointments on the scheduled date and within the scheduled appointment window,
Contractor shall promptly contact the DIRECTV customer by telephone to notify the DIRECTV customer
of the scheduling problem prior to the scheduled appointment time. Contractor shall promptly
reschedule the appointment at the earliest time convenient to the DIRECTV customer, indicate the
rescheduled appointment and the reason(s) therefor on its scheduling calendar; provided, however,
that DIRECTV reserves the right to, upon notice to Contractor, immediately reassign such
Fulfillment Service Work Order to another party in the event that such Work Order was not timely
performed due to Contractor’s fault. In such case, Contractor shall not receive any compensation
related to such Service and may, pursuant to Exhibit 3.e.(v), subject Contractor to a charge as a
result of the missed appointment.

               (c) All Fulfillment Services shall be completed as scheduled.

          (iii) Maintenance and Service Calls. All maintenance and Service Calls dispatched to
Contractor by DIRECTV shall be completed as scheduled. In the event that Contractor does not meet
the “no later than next day” window for Service Calls, DIRECTV shall have the right to transfer the
Work Order to another party and to charge Contractor for service work in the amount incurred by
DIRECTV for the transferred Service Call Work Order. Contractor shall be required to bring back to
specification any installation of a DIRECTV System found to be out of specification, regardless of
the original nature of the Service Call.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

33

 

          (iv) Rescheduling. In the event DIRECTV customer requests a rescheduling of an appointment
through Contractor, Contractor shall promptly notify DIRECTV of such request and the rescheduled
appointment time and date. Contractor shall monitor all rescheduling of Work Orders by
DIRECTV and shall complete the rescheduled appointment pursuant to the terms as set forth herein.

          (v) Performance Standards; Customer Interviews. Contractor shall be required to meet the
performance standards (the “Performance Standards/Chargebacks”) described herein and as set forth
in Exhibit 3.e.(v). In addition to the specific Performance Standards, DIRECTV shall
interview by phone or other method, any number of newly-installed customers to obtain feedback on
such customer’s overall installation experience as provided by Contractor (“Customer Interviews”).
Such Customer Interviews will address issues including, but not limited to, installation scheduling
and performance, technician neatness (uniform compliance) and professionalism, DIRECTV Service
demonstration by the Contractor technician, and costs related to Ancillary Work, if any.
Contractor, at its sole cost, shall be required to provide retraining (as provided by DIRECTV) of
all Contractor technicians should DIRECTV reasonably believe that Contractor’s technicians are
performing in a substandard manner with respect to any particular process within the overall
installation experience. Any particular data collected regarding Contractor appointment scheduling
shall be included in the applicable monthly calculations by DIRECTV of the Performance Standards.

     f. Equipment Retrievals. When a DIRECTV System receiver is replaced by Contractor
during a Service Call, Contractor shall retrieve the old receiver, including the access card, from
the DIRECTV customer and Contractor shall promptly forward the old receiver and access card to
DIRECTV’s hardware reburbisher. DIRECTV will monitor the number of receivers activated upon a
receiver swap against the number of used receivers returned by Contractor. To the extent that the
number of returned receivers is materially less than the number of those newly activated pursuant
to the receiver swap, DIRECTV, in its sole discretion, reserves the right to charge Contractor back
for a reasonable amount of this loss.

     g. Education: Customer Follow-up. Contractor shall, at the time of installation of a
DIRECTV System, provide each DIRECTV customer with adequate customer education, as set forth in
Exhibit 1.a.iii, regarding the use and operation of DIRECTV System. During each Service Call,
Contractor personnel shall provide DIRECTV customers with adequate education regarding the nature
of the problem leading to the maintenance or other Service Call and the resolution of such problem.
Such customer education shall include no less than Contractor personnel performing each step set
forth in the Installation Checklist, attached hereto and incorporated herein as Exhibit 3.g.
Contractor shall collect from each applicable customer a completed Installation Checklist signed by
customer and such checklists shall be kept on file at Contractor’s applicable office for DIRECTV’s
review. In addition, Contractor shall outbound phone call or otherwise contact one hundred percent
(100%) of the customers serviced by Contractor under (i) the “repeat service call within 60 days”
scenario, (ii) a rescheduled call and (iii) any canceled job each month in order to verify the
level of performance provided by Contractor’s technicians. DIRECTV shall provide to Contractor
recommended questions to be posed in such customer contacts. Such data shall be subject to audit
and review by DIRECTV.

     h. Property Damage Claims; Other Claims; Injuries. Contractor shall notify DIRECTV’s
designated contact person in writing within twenty-four (24) hours of each known incident in the
course of its installations or performance of other Services hereunder resulting in property damage
or some other claim. Contractor shall promptly investigate all such incidences and reach
resolution satisfactory to DIRECTV and the DIRECTV customer or other affected party as soon as
possible upon notice and not later than that time period set forth in the Policies and Procedures.
During the course of the investigation, Contractor shall provide periodic status reports to
DIRECTV’s designated contact person within the DIRECTV Home Services Damage Claim Department. To
the extent that Contractor does not comply with this Section 3(h) (or the applicable Policies and
Procedures) or for whatever other reason DIRECTV deems it necessary to take any action to
investigate, defend, or resolve any such incidences, DIRECTV shall have the right to charge back,
invoice or otherwise recoup the costs of such investigation, defense and resolution from Contractor
pursuant to the terms of the Damage Claim section of the Policies and Procedures. In addition to a
chargeback equal to DIRECTV’s actual costs associated with its resolution of a Contractor-caused
damage claim, DIRECTV shall also charge Contractor an administrative fee equal to [****] for each
damage claim that DIRECTV is left to resolve as a result of Contractor’s inability to timely
address. Notwithstanding the
foregoing, all allegations of bodily injury, other than those covered under Workers
Compensation laws, must be immediately reported in writing to DIRECTV’s designated contact person.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

34

 

     i. DIRECTV System Hardware sold to Contractor by DIRECTV. Throughout the Term of the
Agreement, DIRECTV may require that Contractor purchase DIRECTV Hardware or System components such
as an ODU and/or LNB from DIRECTV and deliver and provide Services for such DIRECTV System Hardware
specifically in the fulfillment of DIRECTV offers. Such DIRECTV Hardware and/or System components
purchased by Contractor would then be purchased back by DIRECTV upon the deployment by Contractor
of the specific material as documented in the applicable Work Order. The purchase by Contractor
(as well as the re-purchase by DIRECTV) of DIRECTV System and/or component inventory, including the
execution and filing of applicable UCC statements shall be performed in accordance with the terms
and conditions of such arrangement as hereby set forth in Exhibit 3.i. Exhibit 3.i. may be amended
from time to time by the mutual agreement of the Parties.

     j. Call Center Requirements. To the extent that Contractor employs personnel (or
contracts with an Approved Subcontractor) to provide call center services with respect to DIRECTV
customer contact for the Services hereunder, the following metrics must be met, as measured on a
monthly basis:

          (i) ASA (Average Speed of Answer) of sixty seconds or less, 85% of the time.

     Such call center connectivity shall allow for authorized DIRECTV-employee real-time, remote
monitoring.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

35

 

EXHIBIT 3.d.

DROP MATERIALS; TOOLS

REQUIRED MATERIALS TO PERFORM EACH WORK ORDER

(subject to change from time to time)

See the Service Provider Installation Guide, (“SPIG”)

MINIMUM
TOOLS REQUIRED TO PERFORM EACH WORK ORDER

DIRECTV® installer only

Inclinometer wlCompass

Digital Volt 1 ohm Meter

Satellite Signal Strength Meter

ADDITIONAL TOOLS RECOMMENDED TO PERFORM EACH WORK ORDER

	 	 	 
	Adjustable Wrench 10”

	 	Cable Caddy
	Side Cutters

	 	Drill 1/2” electric
	7,16” open end wrench

	 	100’ grounded extension cord
	pliers

	 	Drukkm Cordless, ?”
	needle nose pliers

	 	Drill Bit 1/4” x 18” Masonry
	Slot Screwdriver set

	 	Drill Bit
3/8” x 18” Masonry
	Phillip Head Screwdriver set

	 	Drill Bit
3/8” x 18” Masonry
	Wire Strippers

	 	Drill Bit
3/8” x 18” Masonry
	Cable Prep Tool Set for RG-56

	 	Drill Bit
5/8” x 18” Masonry
	Crimp Tool to match RG-6 connectors

	 	Drill Bit
5/8” x 18” Masonry
	RJ-11 modular Crimp Tool for Telephone

	 	Drill Bit 1/4” x 18” Masonry
	Telephone Wire Line Tester

	 	Drill Bit 1/4” x 18” Masonry
	Torque Wrench

	 	Fish Tape and Reel, 100”
	Staple gun for phone wire application

	 	Ladder, Fiberglass, House minimum 28’
	Hack Saw

	 	Ladder Step 6”
	Hammer, Decking, 20 oz.

	 	100’
3/8” rope hand line
	Level, Pole type

	 	Safety belt with strap
	Tape Measure (30’)

	 	Post hole Digger (9” Scissors)
	English socket set to 3/4” w / ratchet

	 	Spud Bar 72”
	Metric socket set to I8mm w / ratchet

	 	Round Tip Shovel
	Bow Saw — 30”

	 	Trenching Shovel
	Tree Prune wl Fiberglass Handle
	 	 
	5 Gallon Pail
	 	 

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

36

 

EXHIBIT 3.e.(v)

PERFORMANCE STANDARDS/CHARGEBACKS

     The performance standards (the “Performance Standards”) listed below are the minimum
operational standards with which Contractor must comply for all Services performed under this
Agreement. The Performance Standards listed below do not comprise an all-inclusive list.
Contractor is responsible for compliance with all terms and conditions of this Agreement and
DIRECTV’s policies and procedures, whether or not contained in this Exhibit 3.e.(v). Performance
Standards, other than the customer satisfaction score, shall be measured on a per DMA basis and are
based upon [****] figures when measured approximately [****] after the end of each [****], unless
otherwise provided herein. Source systems to acquire data for Performance Standards measurement
shall include CSG/WorkForce Express or other workforce management system, STMS and WRQES audit
database.

     1. Service Calls within sixty (60) days of prior visit: Closed Service Call Work
Orders to the same address opened within sixty (60) days of the close date of any prior visit
(irrespective of whether the prior visit was for an installation, movers, upgrade or service call)
shall not exceed [****] of the applicable monthly closed Work Order volume during Q2, 2007; [****]
during Q3, 2007 and [****] during Q4, 2007 and beyond.

     2 Cancel Rate. New Installs: Contractor shall maintain a cancel rate on New
Installation work orders of less than [****] of all New Installation work orders completed.

     3. Escalation Rate; Opened escalations as a percentage of all monthly scheduled work
orders shall be less than [****] in Q2, 2007 (lowered to [****] in Q3 and [****] in Q4).

     4. Customer Satisfaction: Contractor shall achieve a monthly blended customer
satisfaction score as measured across Contractor’s entire territory, based on customer interviews
conducted by a third party, of no less than [****].

     5. ADTA. New installations shall not exceed [****] for the average days to activate,
as measured monthly.

     6. ADTC. Upgrades shall not exceed [****] for the average days to close, as measured
monthly; Movers/former customers shall not exceed [****] for the average days to close, as measured
monthly; Service Calls shall not exceed [****] for the average days to close, as measured monthly

     For each DMA meeting or exceeding both the Performance Standard metrics above, as well as the
additional metrics as set forth in Attachment A hereto, during the monthly measuring period shall
entitle Contractor to specific incentive bonuses in accordance with the terms and conditions set
forth in Attachment A. Failure by Contractor to comply with any one of the above Performance
Standards, as calculated on a monthly basis, FOR [****] within a particular DMA shall be deemed a
material breach of this Agreement; provided, however, that the customer satisfaction score shall
not be DMA-based. In the case of the customer satisfaction score, failure to achieve the minimum
score for [****] shall be deemed a material breach by Contractor. Contractor shall have [****]
from receipt of written notice of such failure to cure its default as is set forth in section 8.b.
of this Agreement (performance, in this case, shall be measured during the [****] period following
the date of receipt of such notice). Failure by Contractor to cure its material breach within this
[****], may result in immediate termination by DIRECTV at its sole discretion. Any failure by
Contractor to comply with any particular Performance Standard (other than the customer satisfaction
score) for more than [****] in any [****] period during the Term within a particular DMA shall,
upon written notification from DIRECTV, constitutes a non-curable material breach, providing
DIRECTV with the option to immediately terminate this Agreement pursuant to section 8.c. of this
Agreement. In either event, DIRECTV may, short of termination, elect to remove Contractor from any
current DMA (both performing and nonperforming) should Contractor be unable to cure the breach of
these performance standards within the allotted cure period.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

37

 

NON-PERFORMANCE CHARGEBACKS

In addition to the above. Contractor may be subject to the following chargebacks:

	(i)	 	Should Contractor’s overall satisfaction score fall below [****] in any
measuring month, every compensable Work Order for that month shall be reduced by
[****].
	 
	(ii)	 	DIRECTV has implemented an “On Time Service Guarantee” program which will
result in a [****] credit to customers who experience a late-arriving technician,
missed appointment or a No Call/No Show. This will apply to all Installation, Mover,
Upgrade or Service Call Work Orders for residential customers. The customer shall be
eligible to receive a [****] credit to his/her account if Contractor’s technician,
including any Approved Subcontractor, has not arrived by the end of the appointment
window (the applicable 4-hour window (or the applicable “first AM/last PM window”
during Daylights Savings)). To the extent that DIRECTV reasonably determines that the
customer’s complaint regarding a late or missed appointment is legitimate, Contractor
shall be subject to a charge back equal to the $100 credit provided by DIRECTV to the
customer.
	 
	(iii)	 	In the event that an Office of the President escalation, Contractor will be
charged back [****] if it is determined by DIRECTV, in its reasonable discretion, that
the issue is based on the poor performance of Contractor, whatever that may be. To the
extent that the customer/pending customer elects to terminate the relationship with
DIRECTV as a result of this poor performance, DIRECTV shall have the right to charge
Contractor back an additional amount of [****], for a total of [****]

 

			
	*	 	The customer satisfaction score shall be determined by an overall, basic rating by the
DIRECTV customer as to the outcome of the services (both Fulfillment and Service Calls) provided by
Contractor (specifically, a rating by the customer of being “not satisfied,” “somewhat satisfied”
or “very satisfied” with the performance of Contractor as it relates to the Services required by
the applicable Work Order assigned by DIRECTV to Contractor). A passing customer satisfaction
score shall equate to no less than [****] out of every [****] customers’ acknowledgment of being
either “somewhat satisfied” or “very satisfied” with Contractor’s performance. Telephone
interviews of each such customer shall be conducted by DIRECTV or DIRECTV ‘s authorized agent.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

38

 

EXHIBIT 3.g.

INSTALLATION 1 SERVICE SATISFACTION CHECKLIST

Please see current Checklist form in the P&P

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

39

 

EXHIBIT 3.i.

SALE OF DIRECTV SYSTEMS AND COMPONENTS TO CONTRACTOR

I. THE USE OF CONTRACTOR-OWNED DIRECTV SYSTEM HARDWARE

     1. SALE OF DIRECTV SYSTEMS.

          1.1 SALE. From time to time during the term of this Agreement, DIRECTV agrees to sell to
Contractor, and Contractor agrees to buy, DIRECTV System components (including individual
receivers, ODUs and LNBs) (collectively, “DIRECTV System Components”), solely for use in connection
with DIRECTV customer installations and service work as described in Section 5 below, in such
quantity as is reasonably determined by both Contractor and DIRECTV, through modes of
transportation as reasonably determined by DIRECTV. As between DIRECTV and Contractor, DIRECTV
shall be solely responsible and liable for any and all costs and expenses related to the shipment
of all DIRECTV System Components to Contractor under this Agreement, subject to the conditions set
forth in Section 2.5 below. Contractor hereby agrees that it will only use the DIRECTV System
Components purchased from DIRECTV hereunder for DIRECTV-assigned Work Orders which require the
consumption of such Contractor-owned DIRECTV System Components and for no other purpose whatsoever,
including, but not limited to. Contractor’s own sales initiatives, if any.

          1.2 TITLE. The title to each and every DIRECTV System Component sold and shipped to
Contractor hereunder shall remain with DIRECTV until such DIRECTV System Component is delivered to,
and accepted by, Contractor or to its consignee. Notwithstanding anything to the contrary
contained herein, upon receipt of DIRECTV System Components, and until such DIRECTV System
Components are provided to a DIRECTV Customer and accepted by such DIRECTV Customer, Contractor
shall remain liable for any and all losses, thefts, damages or otherwise (collectively,
“Casualties”) in connection with such DIRECTV System Components and shall maintain adequate
insurance to protect such DIRECTV System Components from and against any and all Casualties.

          1.3 SECURITY INTEREST. Contractor hereby agrees to grant to DIRECTV a first priority security
interest (the “Security Interest”) in and to each and every DIRECTV System Component purchased, but
not yet paid for, by Contractor from DIRECTV for the purposes of this Exhibit 3.i. during the Term
of this Agreement. Promptly upon execution of this Amendment, Contractor shall execute and file
any and all documents requested by DIRECTV to perfect DIRECTV’s Security Interest in and to such
DIRECTV System Components pursuant to the terms hereunder, including, but not limited to, UCC-1
documents. In addition, Contractor shall not encumber or otherwise cause any liens or security
interest to be placed on such DIRECTV System Components prior to the payment by Contractor of each
specific DIRECTV System Component.

     2. PAYMENT OF DIRECTV SYSTEMS; REPORTING RECONCILIATION.

          2.1 INVOICING PROCESS. DIRECTV shall provide an individual invoice (the “DIRECTV System
Invoice”) for each sales order shipment of DIRECTV System Components sold to Contractor. The
DIRECTV System Invoice shall be generated on the date of individual shipment. Contractor shall
have the affirmative duty to inspect each received shipment to verify actual count and to note any
visible physical damage to the shipment. Without the timely reporting to DIRECTV of any
discrepancy as set forth below in Section 2.5, DIRECTV shall invoice Contractor based solely on
DIRECTV’s copy of the advanced shipment notification generated by DIRECTV’s shipping agent
applicable to such DIRECTV System Invoice.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

40

 

          2.2 INVOICE DUE DATE/OFFSETTING. Other than the exception stated in the following sentence,
the DIRECTV System Invoice due date shall be thirty (30) days from the date of the applicable
shipment; provided, however, that in the event that the due date is extended beyond thirty
(30) days, that specific period shall be stated on the applicable invoice. Notwithstanding the
foregoing, all advanced product receivers (DVRs, HD and HD-DVR receivers) purchased will have an
invoice due date of forty-five (45) days from the date of the applicable shipment. The Invoice
shall primarily be for notification purposes and shall state that payment to DIRECTV is not to be
effectuated by the actions of Contractor. Rather, on the due date as set forth on the applicable
Invoice, DIRECTV shall automatically offset the DIRECTV System Invoice balance against any amounts
owed by DIRECTV to Contractor under this or any other agreement between the parties, including
those Fulfillment, Service Call, any incentive or bonus, hardware reimbursement or sales commission
payments (as more fully detailed in Section 6, below) then currently due to Contractor from
DIRECTV.

          2.3 HARDWARE SHIPPING SCHEDULE COSTS. It is the parties’ intent to ship hardware from DIRECTV
to Contractor’s plants weekly based on DIRECTV’s rolling ninety (90) day consumption forecast
specific to the region(s) serviced by each of Contractor’s applicable DIRECTV-authorized ship-to
locations. Upon the receipt of the applicable forecasts, Contractor shall determine the amount of
hardware desired to cover the intended weekly consumption period and shall order those amounts of
hardware from DIRECTV through DIRECTV’s purchase order (“PO”) process. Upon the receipt of such
PO, DIRECTV shall issue a corresponding sales order and shall initiate the shipment of such sales
order. Contractor may, in its reasonable discretion, request more or less hardware in its weekly
PO than as is advised by DIRECTV based upon DIRECTV’s rolling forecast and DIRECTV shall ship that
requested amount; provided, however, that in the event Contractor requests LESS THAN the advised
amount as communicated by DIRECTV and Contractor then requires an additional shipment to cover the
unanticipated shortfall (a “Contractor Shortfall Order”), Contractor shall be solely responsible
for all shipping costs related to that specific Contractor Shortfall Order. Those shipping charges
to Contractor shall reflect DIRECTV’s actual shipping costs related to the specific Contractor
Shortfall Order. In addition, if Contractor requests delivery of hardware in either less-than full
pallet quantities and/or delivery to locations requiring a lift gate service, DIRECTV, in its sole
discretion, may elect to charge Contractor an additional handling fee of $1.50 per unit for
less-than full pallet quantities and $30.00 per pallet requiring lift gate service. In the event
that consumption exceeds DIRECTV’s anticipated forecast on which Contractor based its weekly PO of
hardware and an expedited shipment is required (a “DIRECTV Shortfall Order”), DIRECTV shall be
solely responsible for all shipping costs related to that specific DIRECTV Shortfall Order. In no
event shall DIRECTV have any obligation to “buy-back” hardware ordered by Contractor as a result of
a shortfall in the anticipated the forecasted sales volume; provided, however, that Section 7
hereunder sets forth those limited scenarios where a hardware buy-back by DIRECTV may be
applicable.

          2.4 HARDWARE RECEIPT/RECONCILIATION PROCESSES. Contractor shall have up to fifteen (15) days
from the shipping date of the applicable sales order to report back to DIRECTV any discrepancies
between its PO and the shipped amounts pursuant to DIRECTV’s sales order. Such discrepancies would
include missing units, visible damage and serialization inconsistencies. With respect to
potentially latent problems with hardware, including DOA receivers and inaccurate access card
information, such discrepancies shall be reported to DIRECTV no later than sixty (60) days from the
shipping date of the sales order which included the unit in question. This reporting process shall
follow the terms set forth in the P&P.

          2.5 PURCHASE OF REFURBISHED RECEIVERS. Certain makes and models of used receivers, as
identified by DIRECTV, shall be returned by Contractor to DIRECTV or its agent for refurbishment
after such receiver has been replaced during a Service Call. Pricing of refurbished receivers will
be the same as a new unit of the same make/model. It is the parties’ intention that Contractor
shall limit its purchase of refurbished receivers to that approximate number of receivers
previously returned to DIRECTV (or its agent) by Contractor for repair or refurbishment. All
DIRECTV System Components to be consumed by Contractor on Work Orders generated by DIRECTV ‘shall
only be purchased by Contractor from DIRECTV pursuant to the terms hereunder. In the event that
DIRECTV is unable to timely provide sufficient DIRECTV System Components required by Contractor to
timely perform pending Work Orders, Contractor may, upon the agreement of the parties, acquire
components from other pre-approved sources; provided, however, that any use of non DIRECTV-provided
System
Components by Contractor in the fulfillment of a Work Order which has not been pre-approved in
writing by DIRECTV shall be deemed a material breach of the Agreement.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

41

 

     3. CUSTOMER PURCHASE OF DIRECTV SYSTEMS/TITLE TRANSFER. DIRECTV may from time to time deliver
a Work Order to Contractor for a particular installation, ordering the purchase of a DIRECTV System
Component and identifying the particular DIRECTV System Component, DIRECTV Customer his/her
address, how many DIRECTV System Components will be delivered to him/her, and other pertinent
information. Contractor shall acknowledge receipt of the Work Order and shall thereupon sell to
DIRECTV, and DIRECTV shall purchase, the designated DIRECTV System(s) at the price (“Purchase
Price”) and on the payment and other terms and conditions set forth in this Exhibit 3.i.
for sale by DIRECTV to the DIRECTV Customer. Title to and risk of loss of the DIRECTV System
Component so purchased shall pass to DIRECTV upon delivery and installation of the System at the
designated DIRECTV Customer’s location (at which time, DIRECTV shall simultaneously transfer title
of the System to the DIRECTV Customer), in accordance herewith. DIRECTV may cancel the Work Order
without liability if Contractor fails to timely perform any of its obligations hereunder relating
thereto.

     4. DIRECTV DISCRETION. DIRECTV may set and change the terms of the sales program that it
offers to DIRECTV Customers in its sole discretion. DIRECTV makes no guarantee regarding the
volume of such transactions and nothing herein grants Contractor any exclusivity regarding them;
provided, however, that DIRECTV shall use its best commercially reasonable efforts to offer to sell
to Contractor, on a weekly basis, only that amount of DIRECTV System Components as shall be
necessary to fulfill the actual number of Work Orders provided to Contractor by DIRECTV, based on
DIRECTV’s rolling sales forecast.

     5. DIRECTV CUSTOMER TRANSACTIONS. If the customer transaction for a DIRECTV System Component
is a sale, Contractor shall, on DIRECTV’s behalf, deliver to the DIRECTV Customer all applicable
warranty, user, and title documents, as DIRECTV may prescribe. DIRECTV may set and change the
price and other terms of sale in its discretion, and shall bear all risk of collection. In no
event may Contractor collect any money or payments from the DIRECTV Customer which are to be
payable to DIRECTV, unless DIRECTV otherwise requests in writing.

     6. HARDWARE PURCHASE PRICE. In consideration of new receiver purchases only (including any
advanced receivers such as new HD or DVR receivers) by Contractor under this Exhibit 3.i., DIRECTV
shall pay to Contractor, as reimbursement, that purchase price (the “Hardware Reimbursement Fee”)
as set forth in Exhibit 4.A.(i) to the Agreement (“Schedule of Rates”), as amended hereunder, for
the applicable completed Work Order. For administrative purposes, the parties agree that the
DIRECTV Hardware Reimbursement Fee for any new DIRECTV System receiver shall be the same amount as
is established in the applicable invoice for each such new receiver sold by DIRECTV to Contractor
as contemplated herein. In addition, while the applicable per-unit Hardware Reimbursement Fee for
new receivers shall remain identical to that specific amount invoiced by DIRECTV in the applicable
DIRECTV System Invoice, throughout the Term of the Agreement, the actual invoiced amount and
corresponding, identical Reimbursement Fee per unit may, per DIRECTV’s discretion, fluctuate during
the Term upon notice by DIRECTV to Contractor.

The purchase price of the DIRECTV System Components including:

	 	(i)	 	New/refurbed DIRECTV standard receivers;
	 
	 	(ii)	 	New/refurbed DIRECTV DVR receivers;
	 
	 	(iii)	 	New/refurbed high definition DIRECTV receivers;
	 
	 	(iv)	 	new/refurbed HDIDVR DIRECTV receivers;
	 
	 	(v)	 	HD antennae;
	 
	 	(vi)	 	ODUs;
	 
	 	(vii)	 	LNB; and
	 
	 	(viii)	 	Individual remotes

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

42

 

purchased by Contractor as contemplated herein (the “Purchase Price”) shall be set by DIRECTV with
DIRECTV providing Contractor approximately thirty (30) days notice of any change to the then
current per-item pricing. Other Components may be added by DIRECTV throughout the term of the
Agreement. In the event that a price change occurs for Components other than receivers and the
cost of that Component is built into the all-in fulfillment rate established (ODUs, for example),
modification to the applicable fulfillment rate shall occur twenty-one (21) days AFTER the modified
price for such Component goes into effect.

     7. HARDWARE BUYBACK. Under limited circumstances, DIRECTV, in its reasonable discretion
shall, upon the written request of Contractor, buy back certain DIRECTV System Components. Such
buy backs, if any, shall be limited to the following situations:

          7.1. OBSOLESCENCE. In the event that any DIRECTV System Component purchased by Contractor
pursuant to this Exhibit 3.i. becomes immediately obsolete pursuant to DIRECTV’s written directive
and Contractor is prohibited from further deployment in the field, DIRECTV shall reimburse
Contractor its actual cost for each such Component that had been purchased and paid for by
Contractor that is then returned to DIRECTV (shipping to be paid for by DIRECTV). In the event
that DIRECTV provides Contractor no less than 120 days to consume all soon to be obsolete DIRECTV
System Components as identified by DIRECTV, however, such DIRECTV System Components shall not be
reimbursed for by DIRECTV if any such now-obsolete Component is still on-hand after this 120 day
consumption period. Extensions to this 120-day consumption period may be granted by DIRECTV in
writing in the event that the System Component(s) in question could not have been reasonably
consumed by Contractor based on the volume of applicable Work Orders provided by DIRECTV during the
120-day consumption period. Similarly, in the event of a Component recall by the Component
manufacturer whereby DIRECTV instructs Contractor to retrieve previously deployed Components
(within a unique Work Order type), DIRECTV shall replace, at no cost to Contractor, each such
recalled Component timely returned to DIRECTV per its return procedures on a one-for-one basis.

          7.2. AGREEMENT TERMINATION. In the event that this Agreement is terminated pursuant to the
terms hereunder and, as of the effective date of termination Contractor maintains an inventory of
DIRECTV System Components purchased by Contractor pursuant to this Exhibit 3.i., DIRECTV shall
reimburse Contractor its actual cost for each such Component that had been purchased and paid for
by Contractor that is then returned to DIRECTV (shipping to be paid for by DIRECTV). DIRECTV shall
only reimburse Contractor for those returned Components that are new, unopened and may still be
deployed in the field; provided, however, that with respect to DIRECTV receivers, both new and
refurbished units may be returned for reimbursement so long as the individual receivers have not
been removed from its packaging.

     8. TAXES.

          8.1 PROPERTY TAXES. In the event that Contractor maintains a warehouse in a state where its
inventory may be subject to a property tax and that warehouse is also a DIRECTV-authorized ship-to
location for the purposes of this Exhibit 3.i., DIRECTV shall, upon receipt of a copy of the
applicable tax assessment specific to the DIRECTV System Components purchased by Contractor
hereunder, (i) calculate its estimated aggregate number of each of the DIRECTV System Components
that reasonably should have been on-hand as of the date of the assessment, and (ii), in accordance
with the established property tax on inventory rate for the applicable jurisdiction, remit to
Contractor that amount equal to DIRECTV’s reasonable calculation of its tax responsibility, if any.
As of the effective date of this Amendment, the only states that have a property tax on inventory
which may be applicable to this paragraph 8 a. include: ARIZONA, GEORGIA, INDIANA, KENTUCKY,
MISSISSIPPI, OHIO, OKLAHOMA, TEXAS, WEST VIRGINIA and possibly TENNESSEE. Notwithstanding, the
foregoing, to the extent that Contractor has the right to apply for any inventory exemption status
(partial or fully) related to the DIRECTV System Components in the applicable state/applicable
taxing jurisdiction, DIRECTV will only reimburse those amounts which the taxing authority, in
writing, does not grant that exemption.

          8.2. SALES AND USE TAXES. Upon the receipt of the properly executed resale certificate(s)
from Contractor, DIRECTV will consider the transaction a “sale-for-resale” transaction and shall
not charge Contractor sales tax on the transaction. If at a future date DIRECTV buys the DIRECTV
System Components back from Contractor, the DIRECTV-issued resale certificate to Contractor shall
make the buy-back of such Components a “sale for resale” resulting in no sales tax liability to
Contractor on that purchase by DIRECTV. At that point in time, DIRECTV shall self-assess the
applicable tax on the sale and shall timely remit to the appropriate taxing authority. Said
DIRECTV-issued resale certificates shall be provided in conjunction with the execution of this
First Amendment.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

43

 

EXHIBIT 4.a.(i)

RATE MATRIX,

     As provided in the February 28, 2007 DIRECTV Rate Card Letter with the addition of the following
line item:

	 	 	 	 	 
	Employee Account/Upgrade — Additional Work

	 	[****]
	 	No charge to
customer for: Wall
Fish, Pole Mount,
Non-penetrating/sled
mount, custom
mounts, diplexers,
and wireless phone
jacks

Commercial Rates as set forth below:

	 	 	 	 	 	 	 	 	 	 	 
	HSP/AFS/ Commission Rates ODU &	 	 
	Multiswitch Paid by Code	 	 
	Fulfillment Labor/incidental materials	 	HSP/AFS/Regional AFS Commission Rates
	 	 	 	 	 	 	 	 	Non-Pen	 	 
	 	 	 	 	 	 	Plenum	 	Roof	 	Blended
	 	 	Labor	 	Ballast	 	Cabling	 	Mount	 	Rate
	Install/Movers
	 	 	 	 	 	 	 	 	 	 
	Standard Installation

	 	[****]
	 	[****]
	 	[****]
	 	[****]
	 	[****]
	Advanced Products Installation (incl. DVR, HD)

	 	[****]
	 	[****]
	 	[****]
	 	[****]
	 	[****]
	Additional Outlet (same trip on Installation)

	 	[****]
	 	[****]
	 	[****]
	 	[****]
	 	[****]
	2nd ODU Install (same trip)

	 	[****]
	 	[****]
	 	[****]
	 	[****]
	 	[****]
	Upgrades
	 	 	 	 	 	 	 	 	 	 
	Relocate

	 	[****]
	 	[****]
	 	[****]
	 	[****]
	 	[****]
	HD Upgrade

	 	[****]
	 	[****]
	 	[****]
	 	[****]
	 	[****]
	DVR Upgrade

	 	[****]
	 	[****]
	 	[****]
	 	[****]
	 	[****]
	Additional Outlet Upgrade

	 	[****]
	 	[****]
	 	[****]
	 	[****]
	 	[****]
	2nd ODU Upgrade ((nternational/72.5)

	 	[****]
	 	[****]
	 	[****]
	 	[****]
	 	[****]
	Additional Outlets, same trip

	 	[****]
	 	[****]
	 	[****]
	 	[****]
	 	[****]
	High Definition Antenna Install

	 	[****]
	 	[****]
	 	[****]
	 	[****]
	 	[****]

	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	ODU/	 	Multi	 	 	 	All In
	 	 	Labor	 	LNB	 	Switch	 	IRD	 	Rate
	Service Call

	 	[****]
	 	[****]
	 	[****]
	 	[****]
	 	[****]

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

44

 

EXHIBIT 4.a.(ii)

SERVICE CALL PAYMENTS

The “all-in” Service Call rate shall be [****] (includes labor/materials, LNB swap, multiswitch
swap, and ODU swap). Receiver usage will be reimbursed through the buy-down system based on access
card activation (all receivers — new or refurbished — used by Contractor will have access cards).
In addition, Contractor will be paid for [****] of the service calls within [****] at the [****]
labor rate only (receiver will be reimbursed through buy down). Commercial Service Call rates as
set forth in the Rate Card (Exhibit 4.a.(i)).

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

45

 

EXHIBIT 11

Marketing of DIRECTV Products to Customers

DIRECTV PROTECTION PLAN

     Upon mutual agreement of both Contractor and DIRECTV, Contractor may promote the DIRECTV Protection
Plan and educate eligible customers as to its terms and conditions at the point of installation or
upgrade of the DIRECTV System such that the customer will be familiar with the Protection Plan in
order to elect to purchase the Protection Plan from DIRECTV upon service activation through a
DIRECTV call center agent or, if approved by DIRECTV, through Contractor closing the installation
or upgrade work order with a unique close code representing customer electing to purchase the
Protection Plan service.

     l. APPOINTMENT. DIRECTV hereby appoints Contractor as its representative to market and
promote subscriptions for the Protection Plan (“Subscriptions”), on the terms and conditions
contained herein. Contractor may market and promote Subscriptions only to single family residential
household customers in the contiguous United States WHILE CONTRACTOR IS PERFORMING, PURSUANT TO
THIS AGREEMENT, THE SERVICES ON BEHALF OF DIRECTV FOR THE CUSTOMER. Contractor may market and
promote Subscriptions only for the Protection Plan as described herein, and not any other services
DIRECTV may currently offer or may offer in the future; provided, however, that DIRECTV may, in its
sole discretion, elect to expand upon the products that Contractor may offer in which case this
Exhibit 11 shall be amended to include the terms and conditions related to any such additional
products. DIRECTV may amend the terms of the Protection Plan from time to time on written notice to
Contractor and Contractor shall be responsible for relaying the current terms of the Protection
Plan to customers. Contractor hereby accepts such appointment and shall use its best commercial
efforts to market and promote Subscriptions. Contractor may not sell any competing warranty
product as it relates to the DBS Service throughout the term of this Agreement.

     2. GENERAL
OBLIGATIONS.

          2.1 TRAINING. DIRECTV shall provide training and/or training materials regarding its
Protection Plan to Contractor’s training personnel, as DIRECTV reasonably deems necessary.
Contractor shall train its own employees to the satisfaction of DIRECTV. DIRECTV may require
Contractor’s employees to attend supplementary training classes from time to time. Contractor shall
be responsible for all expenses and compensation of its employees during such training.

          2.2 PERSONNEL. Contractor may allow its employees (including employees of Authorized
Subcontractors only) to market and promote the Protection Plan.

          2.4 STANDARD POLICIES. Contractor shall strictly comply with the standard policies and
procedures of the Protection Plan as DIRECTV may promulgate for its representatives in written
notices, guidelines, and bulletins, as the same may be amended from time to time (collectively
“Policies”). The Policies shall be an integral part of this Agreement but may not impair any of
Contractor’s rights granted herein.

          2.5 STANDARD OF CONDUCT. In all of its activities as a representative for DIRECTV and in its
own DIRECTV System business, Contractor shall conduct itself in a commercially reputable and
ethical manner, shall comply with all applicable laws, and shall engage in no deceptive sales
practice or other practice which impugns DIRECTV’s commercial reputation and goodwill.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

46

 

     3. TRANSMISSION OF CUSTOMER INFORMATION. In the event that an eligible customer, after
receiving the related materials and information, has expressed to Contractor an interest in
purchasing the Protection Plan from DIRECTV, Contractor shall (i) obtain written confirmation of
customer’s election (in a manner
as shall be communicated by DIRECTV to Contractor), and (ii) transmit to DIRECTV, via
DIRECTV’s work order system (“CSG”), or other DIRECTV-specified data transmission procedure,
notification of such customer’s interest.

     4. RATES AND TERMS OF SERVICES.

          4.1 RATES. DIRECTV shall determine the pricing, terms, and conditions of the Protection Plan
in its discretion. Contractor shall not represent that DIRECTV Protection Plan may be obtained on
any different terms or rates, shall not impose additional or different terms and shall not offer
customers any discount, rebate, or other material benefits in consideration for subscribing to it,
except as expressly authorized by DIRECTV in writing.

          4.2 CHANGES. DIRECTV may change the pricing, terms, conditions, and availability of its
Protection Plan from time to time in its discretion. DIRECTV shall notify Contractor of such
changes as soon as practicable. Contractor shall promptly replace point of sale materials as
necessary.

          4.3 MISREPRESENTATIONS. If Contractor misrepresents or fails to fully disclose any prices or
other terms of the DIRECTV Protection Plan to any customer, it shall reimburse DIRECTV any amount
which DIRECTV is compelled, or in its reasonable judgment according to its standard practices
decides, to pay or credit the customer in compensation for such misrepresentation. In addition,
DIRECTV shall be entitled to offset any such payment or credit by DIRECTV to customers as a result
of Contractor’s misrepresentations or omissions against any amounts owed to Contractor by DIRECTV.

     5. CUSTOMER ORDERS FOR SERVICE. Upon receipt of confirmation, via CSG or other
DIRECTV-specified data transmission procedure, that a specific customer has expressed interest in
purchasing the Protection Plan, DIRECTV shall use its commercially reasonable efforts to finalize
the sale of the Protection Plan to customer through agent activation or customer literature post
activation. All elections by customers to order the Protection Plan shall he subject to acceptance
or rejection by DIRECTV in its discretion and Contractor understands and agrees that a customer may
ultimately elect not to purchase the Protection Plan even if such customer had previously expressed
to Contractor an interest in purchasing the Protection Plan. All Subscription fees shall be billed
directly to the Subscriber by DIRECTV.

     6. COMPENSATION.

          6.1 PROTECTION PLAN COMMISSIONS. In consideration of Contractor’s services in marketing and
promoting the customer’s purchase of the DIRECTV Protection Plan, DIRECTV shall pay Contractor
commissions (“Protection Plan Commissions”) in the amounts and on the terms and conditions set
forth below, upon both of the following events (collectively a ‘Protection Plan Activation”):

               (a) DIRECTV’s receipt of an Order for the Protection Plan from an eligible customer (i.e., an
existing customer not yet subscribing to the Protection Plan or a new customer who has not yet
indicated, pursuant to the pending services set forth within the applicable Work Order, that he/she
has elected to subscribe to the Protection Plan at service activation) where such Order is
evidenced by the customer acknowledging such in writing on the DIRECTV Installation/Service
Satisfaction Checklist; and

               (b) DIRECTV’s acceptance of such Order of the Protection Plan.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

47

 

          6.2 COMMISSION RATE.

               (a) DIRECTV shall pay Contractor a Protection Plan Commission, for its services in promoting
Orders for the DIRECTV Protection Plan, on the terms and conditions in the Agreement and as
described below:

	 	 	 	 	 	 	 
	Commission Tier	 	Take Rate Range	 	Commission Payment	 	60-day Chargeback
	Tier 1

	 	[****]
	 	[****]
	 	[****]
	Tier 2

	 	[****]
	 	[****]
	 	[****]
	Tier 3

	 	[****]
	 	[****]
	 	[****]

A [****] and [****] take-rate will pay [****] Commission per sale, [****] to [****] take-rate will
pay [****] per sale and anything over [****] take rate will pay [****] per sale. The take-rate
calculation will be made monthly and based off volume from the previous calendar month. A 60-day
chargeback applies for each tier and will be equal to the corresponding Commission payment. As of
today this will be at the Corp ID level, but paying at the DMA level may occur in the future.

               (b) DIRECTV’s obligation to penalize Contractor with charge back shall commence upon the
earliest to occur of any of the following events, as they relate to each applicable Subscription:

     (i) the termination of the Subscription for any reason (including termination
resulting in a change in customer account type to an account type ineligible to
purchase the Protection Plan) in the first sixty (60) days of service; or

     (ii) the disconnection of the Subscription for any reason; unless a
reconnection by Subscriber occurs within the first sixty (60) days of service; or

     (iii) the termination of the Subscription for any reason. in the first sixty
(60) days of service; or

     (iv) the cancellation by the Subscriber of its comtnissionable DIRECTV
Programming Package, notwithstanding such customer maintaining its Protection Plan
Subscription after said Programming Package cancellation in the first sixty (60)
days of service.

               (c) An accounting setting forth Contractor’s monthly Protection Plan Subscriber Base shall be
included with Contractor’s monthly commissions report it receives as a commissioned DIRECTV
Contractor.

               (d) No Protection Plan Commissions shall be earned if a customer elects to purchase the
Protection Plan on any date subsequent to that calendar date which is the customer’s DIRECTV
Programming Service Activation Date or the date on which the Service Call at which the Protection
Plan was promoted by the technician.

          6.3 EXCEPTIONS.

               (a) Notwithstanding anything to the contrary herein, DIRECTV shall not be required to pay any
Protection Plan Commissions for:

     (i) any Subscription canceled prior to the commencement of service;

     (ii) any Subscription that may inadvertently attach to (or change to) a
customer account type not eligible as a commissionable account type as set forth in
this Exhibit;

     (iii) Orders made by a Subscriber subsequent to the offer made by DIRECTV to
customer upon Activation;

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

48

 

               (b) DIRECTV shall not be required to pay any Protection Plan Commissions on account of
payments received by DIRECTV from Subscribers after the termination of this Agreement or
termination of this Protection Plan marketing program.

          6.4 CHANGES. Contractor acknowledges that DIRECTV may need to adapt its marketing cost
structure to changing conditions from time to time. Accordingly, DIRECTV may change the Commission
Schedule (including the Commission rate) at any time, and from time to time, in its discretion;
provided that DIRECTV shall give Contractor at least thirty (30) days prior written notice of the
effective date of any such change.

          6.5 SET-OFFS BY DIRECTV. DIRECTV may set-off or recoup any amounts owed to it by Contractor,
or by its subsidiaries and affiliates, pursuant to this or any other agreement with DIRECTV, and
any damages suffered by DIRECTV due to Contractor’s breach hereof or other misconduct, against any
amounts which it owes to Contractor. The foregoing does not limit DIRECTV’s right to recover any
unrecouped balance.

     7. TERMINATION. Either party may elect to terminate this promotion and marketing of the
Protection Plan by Contractor for any or no cause upon ten (10) business days written notice to the
other party.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

49

 

ATTACHMENT A

PERFORMANCE-BASED INCENTIVE PAYMENTS

(Effective as of April 1, 2007)

A. PERFORMANCE-BASED INCENTIVE PAYMENTS

In addition to the applicable Rate(s) set forth in Exhibit 4.a.(i), Contractor, during Q2-Q4 2007
(the “Program Period”), shall be eligible to receive up to two (2) separately calculated additional
payments (the “Incentive Payment”) based on DIRECTV’s calculation of Contractor’s (i) compliance
(per DMA) with the Productivity Incentive Metric as set forth below and (ii) pass rate of customer
satisfaction results (Tracker Study blended score) as set forth below. The calculation with
respect to any Incentive Payment earned by Contractor shall be performed by DIRECTV on a monthly
basis using the data collected in the prior month; provided, however, that payment of any such
aggregate monthly Incentive Payment shall be made by DIRECTV to Contractor approximately sixty (60)
days from the last day of the applicable month.

I. PRODUCTIVITY INCENTIVE METRIC — PROVIDED THAT Contractor is not in breach of any material
obligation under the Agreement and meets or exceeds each of the following Minimum Performance
Standards, other than where excepted as specifically identified by DIRECTV in writing, on a per DMA
basis:

	1.	 	Service Calls within sixty (60) days of prior visit: Closed Service Call Work Orders
to the same address opened within sixty (60) days of the close date of any prior visit
(irrespective of whether the prior visit was for an installation, movers, upgrade or service
call) shall not exceed [****] of the applicable monthly closed Work Order volume.
	 
	2	 	Cancel Rate, New Installs: Contractor shall maintain a cancel rate on New
Installation work orders of less than [****] of an New Installation work orders completed.
	 
	3.	 	Escalation Rate: Opened escalations as a percentage of all monthly scheduled work
orders shall be less than [****] in Q2, 2007 (lowered to [****] in Q3 and [****] in Q4).
	 
	4.	 	Customer Satisfaction: Contractor shall achieve a monthly blended customer
satisfaction score as measured across Contractor’s entire territory, based on customer
interviews conducted by a third party, of no less than [****].
	 
	5.	 	Work Reassignment: No Work Orders (within the applicable DMA) have been Reassigned
during the measuring period by DIRECTV due to Contractor’s inability to manage the provided
volume of work within the performance standards as set forth herein; provided, however, that
uncontrollable weather/force majeure events or out of the ordinary DIRECTV initiatives within
the DMA shall be reasonably excluded by DIRECTV. For the purposes of this Attachment A,
“Reassigned” shall mean that the Work Order has been routed to a Secondary Provider in the
DMA/management area where Contractor is the current primary provider. Should that particular
DMA/management area ever be bifurcated , Contractor will no longer be held accountable for
Work Orders in that area which no longer identifies Contractor as the primary provider.

THEN, Contractor’s monthly Productivity Incentive payment will be calculated as follows:

For a Productivity calculation (as provided in your daily productivity reporting) of greater than
or equal to [****] for the applicable month, [****] multiplied solely by the number of such
applicable installation, mover, former customer, service and upgrade Work Orders successfully
completed by Contractor (that is, Work Order has
been qualified for payment by DIRECTV) during that month in the applicable DMA. No Work Orders in
dispute at the time of such monthly calculation shall be included in the applicable monthly
Incentive Payment, if any.

or

For a Productivity calculation of greater than or equal to [****] for the applicable month, [****]
multiplied solely by the number of such applicable installation, mover, former customer, service
and upgrade Work Orders successfully completed by Contractor (that is, Work Order has

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

50

 

been
qualified for payment by DIRECTV) during that month in the applicable DMA. No Work Orders in
dispute at the time of such monthly calculation shall be included in the applicable monthly
Incentive Payment, if any.

II. CUSTOMER SATISFACTION INCENTIVE PROVIDED THAT Contractor is not in breach of any material
obligation under the Agreement and meets or exceeds each of the following Minimum Performance.
Standards, other than where excepted as specifically identified by DIRECTV in writing, on a per DMA
basis:

	1.	 	Service Calls within sixty (60) days of prior visit: Closed Service Call Work Orders
to the same address opened within sixty (60) days of the close date of any prior visit
(irrespective of whether the prior visit was for an installation, movers, upgrade or service
call) shall not exceed [****] of the applicable monthly closed Work Order volume.
	 
	2	 	Cancel Rate, New Installs: Contractor shall maintain a cancel rate on New
Installation work orders of less than [****] of all New Installation work orders completed.
	 
	3.	 	Escalation Rate: Opened escalations as a percentage of all monthly scheduled work
orders shall be less than [****] in Q2, 2007 (lowered to [****] in Q3 and [****] in Q4).
	 
	4.	 	Customer Satisfaction: Contractor shall achieve a monthly blended customer
satisfaction score as measured across Contractor’s entire territory, based on customer
interviews conducted by a third party, of no less than [****].
	 
	5.	 	Work Reassignment: No Work Orders (within the applicable DMA) have been Reassigned
during the measuring period by DIRECTV due to Contractor’s inability to manage the provided
volume of work within the performance standards as set forth herein; provided, however, that
uncontrollable weather/force majeure events or out of the ordinary DIRECTV initiatives within
the DMA shall be reasonably excluded by DIRECTV.

THEN, Contractor shall be entitled to a monthly Incentive Payment calculated as follows:

For a Customer Satisfaction “Very Satisfied” rating greater than or equal to [****] in Q2, 2007
(increased to [****] in Q3 and [****] in Q4), [****] multiplied solely by the aggregate number of
Installation, Mover, Former Customer, Upgrade, and Service work orders successfully completed by
Contractor during that quarter throughout Contractor’s territory. No work orders in dispute at the
time of such quarterly calculation shall be included in this applicable quarterly Incentive
Payment, if any.

Or

For a Customer Satisfaction “Very Satisfied” rating greater than or equal to [****] in Q2, 2007
(increased to [****] in Q3 and [****] in Q4), [****] multiplied solely by the aggregate number of
Installation, Mover, Former Customer, Upgrade, and Service work orders successfully completed by
Contractor during that quarter throughout Contractor’s territory. No work orders in dispute at the
time of such quarterly calculation shall be included in this applicable quarterly Incentive
Payment, if any.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

51

 

DIRECTV may, in its sole discretion, elect to extend the Program beyond the Program Period, or may
offer a different incentive program; provided, however, that DIRECTV is under no obligation to
offer any additional incentive-based compensation beyond the Program Period.

 

			
	*	 	The Customer Satisfaction score shall be determined by an overall, basic rating by the DIRECTV
customer as to the outcome of the services (specifically, Installation, Mover, Former Customer,
Upgrade, and Service Calls) provided by Contractor (specifically, a rating by the customer of being
“not satisfied,” “somewhat satisfied” or “very satisfied” with the performance of Contractor as it
relates to the Services required by the applicable Work Order assigned by DIRECTV to Contractor).
A passing (“minimum”) customer satisfaction score for incentive eligibility shall equate to no less
than [****] out of every [****] customers’ acknowledgment of being either “somewhat satisfied” or
“very satisfied” with Contractor’s performance. Telephone interviews of each such customer shall be
conducted by DIRECTV or DIRECTV’s authorized agent.

      

      

      

      

**** Certain confidential information contained in this document has been omitted and filed
separately with the Securities and Exchange Commission pursuant to Rule 24-b-2 of the Securities
Exchange Act of 1934, as amended.

Omissions are designated as [****].

52

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