Document:

Staement of Work #8 to the Amended and Restated Master Service Agreement

 EXHIBIT 10.2 
 STATEMENT OF WORK No. 8 
 Vendor: TRX, Inc., a Georgia corporation, located at
2970 Clairmont Road, Suite 300, Atlanta, GA 30329 (“TRX”) 
 Statement of Work (“SOW”) No.: 8, CW227592 

Master Agreement No. (“Agreement”): CW143537 
 The Effective Date of this SOW is January 1, 2011. 
 This SOW is issued pursuant to the
above-referenced Agreement entered into with the above-named Vendor. Any term not otherwise defined herein, shall have the meaning specified in the Agreement. 
 TRX provides an interactive agent productivity tracking and queue management solution in an application service provider format. AXP wishes to utilize the Queue Manager Services in its and its
Affiliates’ business under the terms and conditions set forth herein. 
 SERVICES: Attached hereto as Exhibit
A. 
 SERVICE LEVEL AGREEMENT: Attached hereto as Exhibit B. 

VENDOR KEY PERSONNEL AND PROJECT MANAGERS: Attached hereto as Exhibit C. 

FEES: Attached hereto as Exhibit D. 
 VENDOR THIRD PARTY PROVIDERS: Attached hereto as Exhibit E. 

ACCEPTANCE AND TESTING PROCEDURES: Attached hereto as Exhibit F. 
 APPLICABILITY OF BUSINESS CONTINUATION REQUIREMENTS AND DISASTER RECOVERY PROVISIONS: (Section 13). Provision is applicable for this SOW No.8. 

APPLICABILITY OF MASTER AGREEMENT ESCROW PROVISION: *. 
 ADDITIONAL PROVISIONS AND CONDITIONS: AXP is engaging TRX to provide the Queue Manager Services. This SOW to the Agreement provides the terms and conditions under which AXP shall have
access to and use of the Queue Manager Services. 
 1. DEFINITIONS 

a. “Queue Manager” means the service provided by TRX that provides access, use and support of software to and for AXP
over the Internet, as described in Exhibit A.  
 * CONFIDENTIAL TREATMENT REQUESTED 

  
 1 

 2. GRANT OF RIGHTS 
 2.1 AXP Rights. On the Effective Date, TRX grants to AXP, and AXP accepts, a nonassignable, nontransferable, nonexclusive, limited right for AXP to access and use Queue Manager solely for
AXP’s and its Affiliates’ internal use during the term of this Attachment, subject to the provisions of this Agreement. This right is personal to AXP. 
 2.2 Proprietary Notices. AXP agrees not to remove, alter or conceal any product identification, copyright notices, or other notices or proprietary restrictions from the documentation provided to
AXP by TRX, and to reproduce any and all such notices on any copies of such materials. 
 2.3 Installation. TRX has no responsibility for
providing AXP with any end-user computer hardware or other equipment. AXP shall be solely responsible for providing a proper end-user environment to utilize Queue Manager, for which TRX will provide specifications to AXP. 

2.4 Reservation of Rights. TRX reserves the right, in its sole discretion and with a * prior written notice to AXP, to modify, discontinue, add,
adapt, or otherwise change any design or specification of Queue Manager and/or TRX’s policies, procedures, and requirements specified in or related hereto. 
 2.5 Rights to Updates. AXP shall be entitled to use Queue Manager under this Agreement as it is later updated or modified, provided such updates or modifications are made generally available to all
customers of Queue Manager. 
 2.6 Rights to New Functionality. From time to time TRX may introduce new functionality into Queue Manager.
Provided such new functionality is offered to all customers for an additional fee, such new functionality shall be available to AXP for an agreed upon fee specified by TRX. AXP shall be under no obligation to acquire such new functionality and if
they choose not use the new functionality, AXP can continue to use the then existing functionality and the original terms and conditions. 
 2.7
*. The procedures and criteria for * Queue Manager are set forth in Exhibit F (* Procedures). 
 2.8 Support
Services 
 a. Services Provided. During the term of this SOW TRX will provide in connection with the Queue
Manager Services the following support services to AXP’s Operational Representatives, who will provide first level support to AXP’s personnel: 
  

	 	(i)	Electronic Support: TRX will provide reasonable consultation and support over the Internet regarding the operation of Queue Manager, including both technical and
AXP issues. 

  

	 	(ii)	Telephone Support: In the event AXP encounters a problem that its Operational Representatives (as described below) are unable to resolve via the escalation
process utilizing CRM, such Representatives shall have access to telephone support. 

 * CONFIDENTIAL TREATMENT
REQUESTED 

  
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	 	(iii)	Error Correction: In the event AXP encounters an error, bug or malfunction in Queue Manager, Operational Representatives shall use the online problem tracking
tool provided by TRX to describe the problem and indicate AXP’s assessment of the severity of same. TRX shall use reasonable efforts to verify the cause of the problem, and if the error is due to any act or omission of TRX, TRX’s sole
obligation shall be to use its reasonable efforts to correct the reported problem. 

 b. Training. TRX
shall conduct training sessions at a location to be specified by TRX, for * AXP personnel upon a mutually agreed upon schedule to be finalized after TRX’s receipt of the first invoiced payment for each new location implementation. AXP shall be
responsible for its own travel, living and other expenses associated with such training. Specific training requirements and costs (including but not limited to training, connectivity, hardware and travel and related expense) for each new location
implementation will be detailed in a separate Task Order as provided in this Statement of Work. 
 c. Responsibilities of
AXP. Throughout the term of this SOW, and as a condition of TRX’s obligation to provide Queue Manager under this SOW, AXP agrees that it will: 
  

	 	(i)	Provide all information reasonably requested by TRX to assist in identifying and solving reported errors. 

 

	 	(ii)	Designate * Operational Representatives (the initial Representatives being named on Exhibit C who will be the contact persons through which all support and/or
problem communications will be made. AXP may, from time to time, change * of the designated Operational Representatives, which change shall be effective only upon TRX’s receipt of written notice thereof. At no time shall there be more than *
Operational Representatives. AXP shall ensure that any appointed Operational Representative is knowledgeable in the operation and use of Queue Manager, any operating system(s) and hardware installed at the AXP’s site used to access Queue
Manager. 

 3. TERM AND TERMINATION. 
 The term of this SOW #8 shall be from the Effective Date through December 31, 2014. AXP shall have * this SOW #8 * with a *. The parties agree that the Statement of Work #3 dated 1 January 2011
between TRX, Inc. and American Express Travel Related Services Company, Inc. is hereby terminated as of the Effective Date of this SOW #8. 
 4. ADDITIONAL PROVISION FOR *. 
 At any time during the term of the SOW, AXP may
provide TRX with a written request to * to the Queue Manager Services for an * to TRX. In this event, the parties shall * in the Agreement. 
 * CONFIDENTIAL TREATMENT REQUESTED 

  
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	 AMERICAN EXPRESS TRAVEL
 RELATED SERVICES COMPANY, INC.
	 	 	 	TRX, INC.
					
	 By:
	 	 /s/ John Fredell
	 		 	By:	 	 /s/ David Cathcart

					
	 Name:
	 	 John Fredell
	 		 	Name:	 	 David Cathcart

		 	 (Type or print)
	 		 		 	 (Type or print)

			
	 Title: Purchasing Manager
	 		 	Title: CFO
			
	 Date: May 17, 2011
	 		 	Date: 19 May 2011

  

  
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 EXHIBIT A 

to Statement of Work No. 8 Dated January 1, 2011 
 Queue Manager Services Description 
 Queue Manager is an Internet-based task
distribution and productivity tracking tool which allocates PNR processing tasks to individual agents based upon availability and skill sets, tracks the task completion time, and provides reports segmented by task category and individual agent.

 ADMINISTRATION: 
 TRX
will administer the system on behalf of AXP. System administration includes: 
 * 
 MINIMUM SYSTEM REQUIREMENTS: 
 Supported Operating Systems: See below.

  

			
	 Operating System
	  	 Minimum RAM Required

	*	  	*
	*	  	*
	*	  	*

  

			
	 Software
	  	 Minimum Version

	*	  	*
	*	  	*
	*	  	*
	*	  	*
	*	  	*

 GDSs Supported: * as of
the Effective Date. 
 ADDITIONAL REQUIREMENTS: 
 For traditional GDS connectivity, AXP, at its own expense, must provide TRX with a minimum of *. TRX will not be responsible for any * deadlines. 

* CONFIDENTIAL TREATMENT REQUESTED 

  
 5 

 For GDS systems that connect via web services, AXP, at its own expense, must provide TRX with a minimum of
*. TRX will not be responsible for any * deadlines. 
 ADDITIONAL SERVICES: 

Queue Manager *. 
  

	 	1.	AXP may request Queue Manager *, if any, via *. 

  

	 	2.	In the event TRX agrees to perform the requested Queue Manager *, TRX shall provide a Task Order with the *. 

 

	 	3.	AXP shall signify approval of the * and its agreement to * by signing and returning the Task Order to TRX. 

 

	 	4.	The parties will follow the * procedures outlined in Exhibit F. 

 * IMPLEMENTATIONS: 
 In the event AXP chooses to implement the
Queue Manager Services in a *, TRX and AXP shall reasonably cooperate to mutually agree upon the * implementation plan, including any required customization, and reduce such agreement for additional deliverables or changes to the services to a
writing in the form of a Task Order in accordance with Section 4.3 of the Agreement and Exhibit D Pricing for Queue Manager * Implementations. 
  

							
	 Queue Manager *
Implementation

	 AXP Requirements
	  	 Description
	  	Estimated Cost	  	Comments
				
	 *
	  	*	  	*	  	*
				
	 *
	  	*	  	*	  	None
				
	 *
	  	*	  	*	  	None
				
	 *
	  	*	  	*	  	None

 * CONFIDENTIAL TREATMENT REQUESTED 

  
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 EXHIBIT B 

to Statement of Work No. 8 Dated January 1, 2011 
 SERVICE LEVEL AGREEMENT 
 This Exhibit B sets forth certain
levels of service that TRX is required to meet in performing the 
 Queue Manager Services during the Term (“Service
Levels”). 
  

			
	 Error Severity Levels
	  	 Error Response Time Frame

	 Severity Level 3: Impacts ability to perform business-critical functions for a minimal number of QM users in a single location,
or a minimal number of QM users across more than one location. AXP will advise TRX of affected user and location counts where applicable. Examples:
  

•        * users are unable to log into Queue Manager

 

•        * users are able to log into QM but have reported that they
are not receiving tasks
  

•        * queues are late in sweeping PNRs (i.e. queue sweep
alarming)
	  	Email acknowledgement of assignment to TRX personnel will be sent within *. TRX personnel will email status report and estimate of resolution of timeframe to AXP-designated contact
at least every *. Upgrade to Severity Level 2 may be made, at any time, in the sole discretion of AXP.
		
	 Severity Level 2: Impacts ability to perform business-critical functions for an isolated number of QM users in a single location,
or an isolated number of QM users across more than one location. AXP will advise TRX of affected user and location counts where applicable. Examples:
  

•        * users are unable to log into Queue Manager

 

•        * users are able to log into QM but have reported that they
are not receiving tasks
  

•        * queues are late in sweeping PNRs (i.e. queue sweep
alarming)
  
	  	Email acknowledgement of assignment to TRX personnel will be sent within *. TRX personnel will email status report and estimate of resolution timeframe to AXP-designated contact at
least every *. Upgrade to Severity Level 1 may be made, at any time, in the sole discretion of AXP.
	 Severity Level 1: Impacts ability to perform business-critical functions for a significant number of users in a single location,
a significant number of users across more than one location, or incidents involving a QM priority queue. AXP will advise TRX of affected user and location counts where applicable. Examples:

 

•        * users are unable to log in to Queue
Manager
	  	Email acknowledgement of assignment to TRX personnel will be sent within *. TRX personnel will email status report and estimate of resolution timeframe to AXP-designated contact at
least every *. Management representatives will be notified if the error is not identified and resolved within * of problem notification.

  
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	•	* users are able to log in to QM but have reported that 

	 	they	are not receiving tasks 

  

	•	* queues are late in sweeping PNRs (i.e. queue sweep 

 alarming) 
  

	•	* Amex priority queue (as defined in the QM database) 

 is alarming and the TRX action is to disable the queue 
  

	•	Connectivity to * GDS is down 

  

	•	A GDS is experiencing an outage 

  

			
	QM Overall Availability
	 QM *
  

During the Term of this SOW, TRX will maintain a * of the QM Services with the exception of:

 
 1.       Downtime for scheduled maintenance;
or
  
 2. Factors external to TRX infrastructure, people, and
processes.
  
 Scheduled maintenance generally occurs *. Maintenance is
performed during off-peak hours in conjunction with AXP. TRX will
provide notice of scheduled maintenance a minimum of *.
  
 Factors external to TRX include, but are not limited to, GDS availability, AXP network or configuration issues, and GDS
performance.

 

	 QM Processing *

 
 *

* CONFIDENTIAL TREATMENT REQUESTED 

  
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 EXHIBIT C 

to Statement of Work No. 8 Dated January 1, 2011 
 VENDOR KEY PERSONNEL AND PROJECT MANAGERS 
 For the United States:

 TRX: 
 * 
 AXP: 

* 
 FOR
EMEA: 
 TRX: 
 * 
 AXP: 

* 

* CONFIDENTIAL TREATMENT REQUESTED 

  
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 EXHIBIT D 

to Statement of Work No. 8 Dated January 1, 2011 
 FEES 
 QUEUE MANAGER PRICING AND PAYMENT TERMS.

 * 
 * 

AXP will pay TRX * for * and other additional services performed by TRX as requested by AXP, in accordance with the processes outlined in Exhibit F.
Examples of additional work include but are not limited to: 
 * 

 

							
	 Pricing for Queue Manager *
Implementations

	 AXP Requirements
	  	 Description
	  	Estimated Cost	  	Comments
				
	 *
	  	*	  	*	  	*
				
	 *
	  	*	  	*	  	None
				
	 *
	  	*	  	*	  	None
				
	 *
	  	*	  	*	  	None

 * CONFIDENTIAL TREATMENT REQUESTED 

  
 10 

 EXHIBIT E 

to Statement of Work No. 8 Dated January 1, 2011 
 VENDOR THIRD PARTY PROVIDERS 
 No Third Party Providers engaged for
the Services of this SOW. 

  
 11 

 EXHIBIT F 

to Statement of Work No. 8 dated January 1, 2011 
 * PROCEDURES 
 QUEUE MANAGER 

Queue Manager * and other additional services. 
 * 
 * CONFIDENTIAL TREATMENT REQUESTED 

  
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 EXHIBIT G 

to Statement of Work No. 8, Dated January 1, 2011 

DISASTER RECOVERY /CRISIS PREPAREDNESS PROGRAM REQUIREMENTS 
 The following are the minimum requirements of Vendor’s CPP: 
 Planning

  

	1.	All Critical Business Functions and data centers supporting AXP are identified, along with the Vendor physical locations/addresses. 

 

	2.	Vendor will protect confidentiality of AXP strategies and ensure AXP confidential information is not shared with other Vendor customers. 

 

	3.	Vendor senior leader(s) responsible for the Crisis Preparedness Program (CPP) or supporting the CPP have approved and agreed to utilize the Plan.

 Invocation and Notification 
  

	4.	Authorized Vendor personnel at the appropriate level are identified to invoke the Plan. 

 

	5.	There is a process to notify AXP senior leaders, business partners and staff about any situations that may result in invocation of the Plan. 

 

	6.	The Plan identifies primary and backup contact details for: 

  

	 	1.	Vendor’s senior management; 

  

	 	2.	BCP and DR team members; and 

  

	 	3.	AXP, other key partners and suppliers that are required to support the Plan 

 

	7.	A notification process is in place to contact team members, internal management and external partners/clients, (e.g. call tree). 

Strategies 
  

	8.	Plan contains strategies developed for each of the following “Loss Types” and each supports the RTO established by the AXP business owner:

  

	 	1.	Area is inaccessible; 

  

	 	2.	Building inaccessible; * 

  

	 	3.	Staff is unavailable; 

  

	 	4.	Data is inaccessible or unavailable; 

  

	 	5.	Telecom is inaccessible or unavailable; and 

  

	 	6.	Other channels are impacted (i.e. mail, air, ground delivery, strikes, etc.) 

 

	9.	Plan indicates the number of staff Vendor needs to recover at other locations. 

 

	10.	Plan defines all assumptions and dependencies that may be outside of Vendor control. 

 

	11.	Plan lists specific steps that support AXP/Vendor recovery strategies with predefined BCP teams to carry out tasks with defined roles and responsibilities

 Technology & Real Estate Requirements 

 

	12.	Vendor has DRP for each critical technical function supporting AXP in accordance with AXP RTO/RPO requirements 

 

	13.	All technology components of a business process (e.g. AXP vs. non-AXP assets) are cleared defined. 

 

	14.	Redundancy is built into the technology infrastructure: network, the host hardware/software components and the client hardware/software components

  

	15.	Plan identifies technology and operational process to execute AXP approved strategy, which includes: |- Hardware: desktop, servers, mid-range, mainframe, distributed,
Internet, non-Internet and web related systems 

  

	 	•	 	 Applications/software 

  

	 	•	 	 Application enablers 

  

	 	•	 	 Capacity requirements 

  

	 	•	 	 Voice systems 

  

	 	•	 	 Telephony/call centers 

  

	 	•	 	 Network 

  

	 	•	 	 Vital Records (input/output files, databases, manuals, recovery scripts, tapes, etc.) 

 

	16.	Alternate sites have the potential to process the average business volume. * 

 * CONFIDENTIAL TREATMENT REQUESTED 

  
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	17.	Alternate sites allow the use of the facility until a full recovery of the affected entity’s facilities * 

 

	18.	Alternate sites provide for physical security * 

  

	19.	Work area recovery requirements are defined. 

Vital Records 
  

	20.	Plan describes all records and/or tapes which are essential to support Vendor restoring business and systems, and are stored in a secure location outside the primary
facility. 

 Special Equipment 
  

	21.	Plan includes specific manufacturer and model numbers for all specialized equipment needed 

 

	22.	Plan lists critical supplies and equipment that may be limited during scenarios 

 Alternate Site Information 
  

	23.	Critical Business Functions covered by the BCP, where the strategy includes transferring staff to an alternate work location, provides the details concerning location,
address, operating days/hours, and any related contacts as appropriate * 

  

	Call	Center Requirements 

  

	24.	Plan contains procedures for redirecting inbound calls. Interim call handling strategy defined: AXP approved voice response unit message 

 

	25.	Alternate call center is defined (internal or external) 

  

	26.	A plan for the re-establishment of agents is defined- e.g. internal/alternate site, external/Vendor 

 

	27.	Planned and AXP approved scripts are used until access is recovered 

 Plan Exercising 
  

	28.	An exercise schedule with Vendor’s senior management concurrence will be provided to AXP by the last business *. 

 

	 	•	 	 Exercise schedule will identify a description of the dates, exercise type, scope, objectives and participating staff. 

 

	29.	Plan exercising is conducted * and AXP and/or applicable regulatory agencies will be allowed to observe exercises/testing and results as applicable by location.

  

	30.	Exercise results are documented, reviewed, concurred with by Vendor’s senior management and provided to AXP within * from the date the testing is completed. Test
results will identify the following: 

  

	 	•	 	 Test definition; 

  

	 	•	 	 Exercise participants; 

  

	 	•	 	 Preset objectives; 

  

	 	•	 	 Exercise observations; 

  

	 	•	 	 Gaps identified; 

  

	 	•	 	 Action plan with required target dates to close gaps; and 

 

	 	•	 	 Proof of gap closure to be provided within * 

 Supporting Information 
  

	31.	Plan Maintenance—Plan is maintained *, identifies maintenance history and is distributed to AXP in the months of *. 

 

	32.	A current version of the Plan is stored offsite and treated as a Vital Record. Plan is signed by the following indicating concurrence of the Plan and program:

  

	 	•	 	 Vendor’s senior leader(s) responsible for the business and/or technology systems. 

 

	 	•	 	 Vendor’s senior leader(s) at recovery locations and/or other supporting departments critical to Plan execution. 

Disaster Declaration 
  

	33.	If CPP is enacted, Vendor shall notify AXP immediately and provide all relevant information pertaining to the event and status of Plan execution (to include any issues
impeding Plan execution). 

  

	34.	Vendor must document all activities, decisions made, expenditures, service level reporting and any issues or gaps inhibiting Plan execution. 

 

	35.	Vendor must provide a Post Incident Report (“PIR”) to AXP within * after a CPP has been invoked. The PIR shall incorporate, at minimum, the following:

  

	 	•	 	 an executive summary of the event; 

  

	 	•	 	 a summary of impacts; 

  

	 	•	 	 a summary of process improvement recommendations; and 

 

	 	•	 	 a timeline of activities 

 * CONFIDENTIAL TREATMENT REQUESTED 

  
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	36.	Vendor must create an action plan for closing all significant gaps that inhibited the Vendor’s ability to enact the Plan or recover the business within the
established RTO and all such gaps must be closed within * following the invocation of the Plan. Any target dates that need to be extended must be approved in writing by the AXP senior business owner. 

 

	37.	Record Retention  

Documents can be retrieved in a timely manner for examination and documents must be retained for * following the year in which they are
created: 
  

	 	•	 	 Exercise Documentation 

  

	 	•	 	 Schedule/Management signatures 

  

	 	•	 	 Exercise results 

  

	 	•	 	 Crisis Communication plans, contacts/signatures 

  

	 	•	 	 Business Continuation Plans/signatures 

  

	 	•	 	 Disaster Recovery Plans/signatures 

  

	 	•	 	 Post Incident Reports 

Definitions: 
 Business
Continuation Planning (“BCP”)—BCP includes the policies, standards, processes, organizations and facilities by which Vendor develops, implements, and administers plans for continuation of critical business functions
and/or recovery thereof, including disrupted access to AXP’s facilities, customers or information; actual or perceived threat to the health or safety of AXP employees and visitors within AXP’s facilities, and/or any other authorized work
environment where the Services are being performed. 
 Business Interruption—An event that disrupts access to a company’s
facilities, customers or information, or threatens the health or safety of employees and visitors of a company. Business continuation plans are not designed to mitigate the effects of routine events that can be resolved through normal problem
resolution practices. 
 Crisis—An event that threatens to overwhelm the existing processes of control. A Crisis can be physical,
such as fire, power failure or terrorism, or logical, such as an information security breach or denial of service attack. A Crisis can also be a threat, such as kidnapping and extortion. In any instance, a Crisis can be designated as such by Vendor
when events impact life safety, brand image or business operations. 
 Crisis Preparedness Program (“CPP”)—An
ongoing management and governance process supported by Vendor and resourced to ensure that the necessary steps are taken to develop and maintain viable recovery strategies and plans, and ensure continuity of products/services provided to AXP through
exercising, testing, training, maintenance and assurance Continuity management requirements for Vendor include three components: Crisis Communication, Business Continuity and Disaster Recovery. 

Crisis Communication—The component of continuity management which deals specifically with communication with AXP at all levels during the
event; interaction with local and/or international media; providing authorized decision-making and prioritization of the recovery process during the event; and assessing and minimizing the potential impact of an actual or perceived threat,
emergency, disruption and/or disaster with respect to the Services. 
 Critical Business Functions – Any
service that is essential to support the survival of the enterprise as identified in the AXP Business Impact Analysis report. 

Disaster—An event that causes significant harm or physical damage to a facility, its people or operations. 

Disaster Recovery Planning (“DRP”) – The policies, standards, organizations and management processes by which a company
creates and maintains plans for recovery of technology and associated systems, including application software, hardware, network connectivity, telecommunications, Internet, non-Internet and web related processes. 

Plan—A set of documented procedures and action steps to be followed in order to continue business functions following a
Disaster. This includes Crisis Communication, BCP and DRP. The Plan contains all the necessary information needed to ensure continuity of Critical Business Functions and business unit recovery. 

Plan Maintenance, Scheduled and Unscheduled—Plan updates and changes, including, but not limited to, all Crisis
preparedness plans: BCPs, DRPs, and Crisis management plans, e.g. contact lists, tasks, equipment, recovery requirements, etc. 

* CONFIDENTIAL TREATMENT REQUESTED 

  
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 Recovery Objective (“RO”)—The level of recovery and the time to resume a
process or function based on regulatory requirements and/or an assessment of the financial, operational and/or brand damage resulting from a business interruption. 
 Vital Records—Any information that is essential for the continuation or restoration of any business process or computer operation that supports AXP. Examples include: BCPs, DRPs, crisis
communication plans, tape media, diskettes, CD ROM, microfilm or fiche, any electronic data, hardcopy files, manuals, books, special forms, engineering drawings, facility inventories, Vendor lists, supplier lists, desk reference and procedure
manuals. 

  
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 SCHEDULE 4.0 

AMERICAN EXPRESS 
 BUSINESS CONTINUATION REQUIREMENTS 

INTERACTIVE VENDORS—APPLICATION SERVICE
PROVIDERS 
 VENDOR COMPANY: TRX INC. 
 VENDOR COMPANY CONTACT NAME: * 
 TITLE: * 
 PHONE NUMBER: * 
 AXP RELATIONSHIP OWNER: * 

TITLE: * 
 PHONE NUMBER: * 

VENDOR TIER LEVEL: * 
 DATED: 

 

	1)	General 

 Purpose: This document
will be used by Third Party vendors to validate that appropriate Business Continuation Planning has been completed for all utilities and software supplied by the vendor which supports American Express business functions. This document will be
periodically revised as appropriate modifications are identified. Please contact American Express Global Business Continuity Management to ensure that you are working with the most recent revision. 

 

	2)	Definitions: 

 Business Continuation
Planning (BCP) Program—The policies, standards, organizations, and management processes by which American Express, and/or third party providers, creates and maintains plans for continuation of critical business functions and
plans for recovery of work environments. This includes all the requirements and supporting plans (e.g. disaster recovery plans) to ensure continuation of the critical business functions. It also includes work environment requirements
(office space requirements, equipment, people, band/level info, etc.) for recovery of all business functions to an alternate site. 
 Business Interruption—An event that disrupts access to a company’s facilities, customers, or information or threatens the health or safety of employees and visitors of a company.
Business continuation plans are not designed to mitigate the effects of routine events that can be resolved through normal problem resolution practices. 
 Disaster Recovery Planning (DRP)—The policies, standards, organizations, and management processes by which a company creates and maintains plans for recovery of technology, including
hardware, network connectivity, telecommunications and system and application software. 
 * CONFIDENTIAL TREATMENT REQUESTED

  
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 Plan Maintenance Scheduled and Unscheduled—Plan updates and changes
including but not limited to business functions, technology, contact lists, tasks, equipment, recovery requirements, etc. 
 Recovery
Objective (RO)—The level of recovery and the time to resume a process or function based on regulatory requirements and/or an assessment of the financial, operational and brand damage resulting from a business interruption. This
includes: 
 Maximum Allowable Outage (MAO)—The maximum amount of time a business process can be
unavailable before significant impact (financial, customer, regulatory) is felt. 
 Recovery Point Objective (RPO)—the
latency of data that will be recovered. This is equal to the lowest frequency in back-ups (i.e. component 1 is backed up every 4 hrs, component 2 is backed up every 24 hrs, RPO for the entire solution is 24 hrs) 

 

	*	

 Recovery Time Objective
(RTO)—the amount of time to restore the function. In the simplest terms, this is equal to the sum of time for all components to invoke redundancy or replicate the functionality elsewhere (i.e. component 1 is 1 hr, component 2 is 2 hrs, RTO
for the entire solution is 3 hrs). 
  

	*	

 Vital Records—Any
information that is essential for the continuation or restoration of any business process or computer operation that supports AXP. Examples include: tape media, diskettes, CD ROM, microfilm or fiche, any electronic data, hardcopy files, manuals,
books, special forms, engineering drawings, facility inventories, vendor lists, supplier lists, desk reference and procedure manuals 

3) Business Continuation/Disaster Recovery Assessment Checklist 
 The following checklist should be used to assess vendor compliance with American Express interactive vendor business continuation requirements. 

 

	*	

  

	*	

  

	*	

  
 18Second Amendment to CORREX Services Agreement

 EXHIBIT 10.3 

2nd AMENDMENT to CORREX SERVICES AGREEMENT 

BY and BETWEEN TRX EUROPE LTD. and 
 HOGG ROBINSON PLC 
 This amendment (the “2nd Amendment”),
effective as of this 19 day of May, 2011 (“2nd Amendment Effective Date”), shall serve to amend the CORREX Services Agreement between TRX Europe Ltd. (“TRX”) and Hogg Robinson Plc. (“User”) dated 1 April 2006, as amended
1 January 2009 (the “Agreement”). 
 WITNESSETH 
 WHEREAS, TRX and User entered into that certain Agreement, pursuant to which TRX agreed to provide certain CORREX Services to (amongst others) User and Affiliates; and 

WHEREAS, User desires to obtain access to the Queue Manager Services and TRX agrees to provide access to these additional services; 

NOW, THEREFORE, in consideration of the mutual covenants, terms and conditions hereinafter set forth, TRX and User hereby amend the Agreement as
follows: 
  

	 	1.	Section 3, Grant of Rights, shall be amended to include the following subparagraphs: 

 

	 	“3.6	Installation. TRX has no responsibility for providing User with any end-user computer hardware or other equipment. User shall be solely responsible for providing
a proper end-user environment to utilize Queue Manager Services, for which TRX will provide specifications to User. 

  

	 	2.	Section 4.6 shall not apply to the Queue Manager Services. 

  

	 	3.	Section 6, Responsibilities of User, shall be amended to include the following subsections: 

 

	 	“6.5	For traditional GDS connectivity, User, at its own expense, must provide TRX with a minimum of * Terminal Addresses (“TA”) for each SID from which queues will
be monitored using Queue Manager. This is the recommended number of TAs to ensure minimum redundancy. Based on the number of queues per SID and the frequency in which User requests the queue(s) to be worked by Queue Manager, the count of TAs
necessary may *. TRX will work with User during the implementation process to recommend the optimal count of TAs necessary based on the specific business need. *. The processing time of Queue Manager is directly affected by the number of TAs
provided by User. Fewer TAs * the distribution of PNRs to agents. TRX will not be responsible for any missed ticketing deadlines where the User elects to provide fewer than the optimal count of TAs recommended by TRX and that election is the cause
of the missed deadline. 

  

	 	6.6	For GDS systems that connect via web services, User, at its own expense, must provide TRX with a minimum of * log-ins/sine-ins for connectivity to Queue Manager. This
is the recommended number of web services log-ins/sine-ins to ensure minimum redundancy. Based on the number of queues per SID and the frequency in which User requests the queue(s) to be worked by Queue Manager, the count of web services
log-ins/sine-ins necessary may *. TRX will work with User during the implementation process to recommend the optimal count of web services log-ins/sine-ins necessary based on the specific business need. The processing time of Queue Manager is
directly affected by the number of log-ins/sine-ins provided by User. Fewer log-ins/sine-ins * the distribution of PNRs to agents. TRX will not be responsible for any missed ticketing deadlines where the User elects to provide fewer than the optimal
count of TAs recommended by TRX and that election is the cause of the missed deadline.” 

 * CONFIDENTIAL
TREATMENT REQUESTED 

	 	4.	Exhibit A, CORREX Services, shall be amended to include the following: 

 

	 	“Queue	Manager Services  

 TRX
provides an interactive agent productivity tracking and queue management solution in an application service provider format known as Queue Manager (the “Queue Manager Services”). User has participated in a * with TRX * the Queue Manager
Services, and * User wishes to utilize the * Queue Manager Services for its internal use with the * included as part of the CORREX Services and consistent with the terms and conditions set forth herein. For the purposes of this Agreement, the Queue
Manager Services include only those Queue Manager Services listed below. 
  

	 	•	 	 Availability of an * 

  

	 	•	 	 Queue Manager Services * 

  

	 	•	 	 Initially up to * are included in the Fees outlined in Exhibit B. For purposes of this Agreement, each assigned 

Queue Manager login will constitute a “Queue Manager license” *. TRX will provide access to QM standard reports for User
internal resources only. 
 Administration 
 TRX will administer the *. 
 * administration includes: 

* 
 Minimum
System Requirements 
  

							
	 Operating System
	 	 Minimum RAM Required
	 	 Software
	 	 Minimum Version

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

 General 

1. GDSs Supported: * as of the 2nd Amendment Effective Date. 
 2. Any customization including but not limited to *, shall be billable at the Consulting Services Fee.” 
  

	 	5.	 Exhibit B, Fees, shall be amended to include the following. Such pricing and terms shall be effective as of the 2nd Amendment Effective Date. 

* CONFIDENTIAL TREATMENT REQUESTED 

 “Queue Manager Fees 

* 
  

	 	6.	Exhibit D, Support Services and Service Level Agreement, shall be amended to include the following but, for the avoidance of doubt, the remainder of Exhibit D
shall apply to the Queue Manager Services as a CORREX Service: 

 “QUEUE MANAGER SERVICES SUPPORT
PROCEDURES: 
 1. QUEUE MANAGER ERROR CORRECTION. In the event User encounters an error, bug or malfunction in Queue
Manager, operational representatives shall use the online problem tracking tool provided by TRX to describe the problem and indicate User’s assessment of the severity of same. TRX shall verify the cause of the problem and use all reasonable
efforts to correct the reported problem. TRX shall provide User with follow up every *, if necessary, on such reported problem. 

2. SUPPORT. TRX will provide the following support services to User’s Operational Representatives for the Queue Manager
Services, who will provide * support to User’s personnel: 
  

	 	a.	Electronic Support: TRX will provide reasonable consultation and support over the Internet regarding the operation of Queue Manager, including both technical and
User issues. This support is available *. User shall submit a * ticket and include the following details: 

 *

 The * ticket should be quoted in any subsequent email escalation to the Queue Manager support team which can be contacted via
email at *. 
  

	 	b.	Telephone Support: In the event User encounters a problem that its Operational Representatives are unable to resolve via the escalation process utilizing CRM or
email, such Representatives shall have access to telephone support between *. 

  

	 	c.	Sweep Alerts: TRX will provide * monitoring of GDS queue sweeping and will send an explanation of any known issues *. 

 

	 	7.	Section 15.8, Notices, shall be amended to include the following: 

 

			
	 For TRX:
	 	For User:
	 *
	 	*

  

	 	8.	* 

 Except as heretofore and herein specifically
amended, the Agreement shall remain and continue in full force and effect. 
 [Signatures on next page] 

* CONFIDENTIAL TREATMENT REQUESTED 

 IN WITNESS WHEREOF, the undersigned duly authorized representatives of the
parties hereto have made and entered in this 2nd Amendment
as of the 2nd Amendment Effective Date. 

 

									
	TRX EUROPE, LTD.	 		 	HOGG ROBINSON PLC
					
	Signed:	 	  /S/ David D. Cathcart 	 	 	 	Signed:  	 	/s/ Bill Brindle
					
	Name:	 	David D. Cathcart	 		 	Name:	 	Bill Brindle
					
	Title:	 	Director	 		 	Title:	 	Group Distribution and Technology Director
			
	Date: 25 May 2011	 		 	Date: 19 May 2011

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