Document:

Designation of Series C Amendment

Exhibit 10.3

AMENDMENT TO THE
AMENDED AND RESTATED 
AGREEMENT OF LIMITED PARTNERSHIP OF
WHEELER REIT, L.P.

AMENDED DESIGNATION OF SERIES C 
MANDITORILY CONVERTIBLE PREFERRED UNITS

April 13, 2015

Pursuant to the Amended and Restated Agreement of Limited Partnership of Wheeler REIT, L.P. (the “Partnership Agreement”), the General Partner hereby amends the Partnership Agreement as follows in connection with the issuance of the Series C Mandatorily Convertible Cumulative Perpetual Preferred Stock, without par value per share (the “Series C Preferred Stock”), of Wheeler Real Estate Investment Trust, Inc., a Maryland corporation, and the issuance to the General Partner of Series C Preferred Units (as defined below) in exchange for the contribution by the General Partner of the net proceeds from the issuance and sale of the Series C Preferred Stock to the Partnership:

1.    Designation and Number.  A series of Preferred Units (as defined below), designated the “Series C Mandatorily Convertible Preferred Units” (the “Series C Preferred Units”), is hereby established.  The number of authorized Series C Preferred Units shall be 93,000.
2.    Defined Terms. Capitalized terms used herein and not otherwise defined shall have the meanings given to such terms in the Partnership Agreement, including any amendments thereto. The following defined terms used in this Amendment to the Partnership Agreement shall have the meanings specified below:
“Articles Supplementary” means the Articles Supplementary of the General Partner filed with the State Department of Assessments and Taxation of the State of Maryland on March 17, 2015, designating the terms, rights and preferences of the Series C Preferred Shares.
“Base Liquidation Preference” shall have the meaning provided in Section 6(a).
“Common Stock” means one share of common stock of beneficial interest of the General Partner.
“Distribution Record Date” shall have the meaning provided in Section 5(a).
“Junior Units”  shall have the meaning provided in Section 4.
“Maturity Date” shall have the meaning provided in Section 7. 
“Maturity Date Redemption Price” shall have the meaning provided in Section 7. 
“Parity Units” shall have the meaning provided in Section 4.

“Partnership” shall mean Wheeler REIT, L.P., a Virginia Partnership.
“Partnership Agreement” shall have the meaning provided in the recital above.
“Preferred Units” means all Partnership Interests designated as preferred units by the General Partner from time to time in accordance with Section 7.1 of the Partnership Agreement.
“Senior Units” shall have the meaning provided in Section 4.
“Series C Preferred Return” shall have the meaning provided in Section 5(a).
“Series C Preferred Stock” shall have the meaning provided in the recital above.
“Series C Preferred Unit Distribution Payment Date” shall have the meaning provided in Section 5(a).
“Series C Preferred Units” shall have the meaning provided in Section 1.
3.    Maturity.  The Series C Preferred Units have no stated maturity and will not be subject to any sinking fund or mandatory redemption. 
4.    Rank.  The Series C Preferred Units will, with respect to distribution rights and rights upon liquidation, dissolution or winding up of the Partnership, rank (a) senior to the Partnership Common Units and to all Partnership Units the terms of which specifically provide that such Partnership Units shall rank junior to such Series C Preferred Units (the “Junior Units”); (b) on a parity with any Preferred Units that are issued to the General Partner with terms that are substantially similar to the currently outstanding Series A Preferred Stock and the Series B Preferred Stock of the General Partner of the Partnership (the “Parity Units”); and (c) junior to all Partnership Units issued by the Partnership the terms of which specifically provide that such Partnership Units shall rank senior to the Series C Preferred Units (the “Senior Units”). 
5.    Distributions.
(a)    As of the date hereof, the Series C Preferred Units shall be entitled to receive, when and as authorized by the General Partner, and declared by the Partnership out of funds of the Partnership legally available for payment, preferential cumulative cash distributions equal to any distributions paid by the Partnership on the Partnership Common Units (other than dividends or other distributions payable in Partnership Common Units or other Junior Units).  On and after June 19, 2015, the Series C Preferred Units, to the extent outstanding, shall be entitled to receive when and as authorized by the General Partner, and declared by the Partnership out of funds of the Partnership legally available for payment, preferential cumulative cash distributions equal to (i) 15.0% per annum, minus (ii) any distribution payable pursuant to the immediately preceding sentence (the “Series C Preferred Return”).  The Series C Preferred Return shall be payable quarterly, in equal amounts, on or about the 15th day of January, April, July and October of each year (or, if not a business day, the next succeeding business day, each a “Series C Preferred Unit Distribution Payment Date’’) for the period ending on such Series C Preferred Unit Distribution 

Payment Date, commencing on April 15, 2015.  “Business day” shall mean any day, other than a Saturday or Sunday, that is neither a legal holiday nor a day on which banking institutions in the City of New York are authorized or required by law, regulation or executive order to close.  Any quarterly distribution payable on the Series C Preferred Units for any partial distribution period will be computed on the basis of twelve 30-day months and a 360-day year.  Distributions will be payable in arrears to holders of record of the Series C Preferred Units as they appear on the records of the Partnership at the close of business on the applicable record date, which shall be the first day of the calendar month in which the applicable Series C Preferred Unit Distribution Payment Date occurs or such other date designated by the General Partner of the Partnership for the payment of distributions that is not more than 90 nor less than 10 days prior to such Series C Preferred Unit Distribution Payment Date (each, a “Distribution Record Date”).  
(b)    No distribution on the Series C Preferred Units shall be authorized by the General Partner or declared or paid or set apart for payment by the Partnership at such time as the terms and provisions of any agreement of the General Partner or the Partnership, including any agreement relating to the indebtedness of either of them, prohibits such declaration, payment or setting apart for payment or provides that such declaration, payment or setting apart for payment would constitute a breach thereof or a default thereunder, or if such declaration or payment shall be restricted or prohibited by law.
(c)    Notwithstanding the foregoing, distributions on the Series C Preferred Units will accrue whether or not the Partnership has earnings, whether or not there are funds legally available for the payment of such distributions and whether or not such distributions are declared and whether or not such is prohibited by agreement.  Accumulated but unpaid distributions on the Series C Preferred Units will accumulate as of the Series C Preferred Unit Distribution Payment Date on which they become payable or on the date of redemption, as the case may be.  Accrued but unpaid distributions on the Series C Preferred Units will not bear interest and holders of the Series C Preferred Units will not be entitled to any distributions in excess of full cumulative distributions described above.  Except as set forth in the next sentence, no distributions will be declared or paid or set apart for payment on any Junior Units or Parity Units of the Partnership (other than a distribution in Partnership Common Units or other Junior Units) for any period unless full cumulative distributions have been or contemporaneously are declared and paid or declared and a sum sufficient for the payment thereof is set apart for such payment on the Series C Preferred Units for all past distribution periods and the then current distribution period.  When distributions are not paid in full (or a sum sufficient for such full payment is not so set apart) upon the Series C Preferred Units and any Parity Units, all distributions declared upon the Series C Preferred Units and any Parity Units shall be declared pro rata so that the amount of distributions declared per Series C Preferred Unit and such Parity Units shall in all cases bear to each other the same ratio that accrued distributions per Series C Preferred Unit and such Parity Units (which shall not include any accrual in respect of unpaid distributions for prior distribution periods if such Parity Units do not have a cumulative distribution) bear to each other.  No interest, or sum of money in lieu of interest, shall be payable in respect of any distribution payment or payments on Series C Preferred Units which may be in arrears.

(d)    Except as provided in the immediately preceding paragraph, unless full cumulative distributions on the Series C Preferred Units have been or contemporaneously are declared and paid or declared and a sum sufficient for the payment thereof is set apart for payment for all past distribution periods and the then current distribution period, no distributions (other than in Partnership Common Units or other Junior Units of the Partnership) shall be declared or paid or set aside for payment nor shall any other distribution be declared or made upon the Junior Units or the Parity Units, nor shall any Junior Units or Parity Units be redeemed, purchased or otherwise acquired for any consideration (or any moneys be paid to or made available for a sinking fund for the redemption of any such shares) by the Partnership (except (i) by conversion into or exchange for Partnership Common Units or other Junior Units of the Partnership, (ii) in connection with the redemption, purchase or acquisition of equity securities under incentive, benefit or share purchase plans of the General Partner for officers, trustees or employees or others performing or providing similar services, or (iii) by other redemption, purchase or acquisition of such equity securities by the General Partner for the purpose of preserving the General Partner’s status as a REIT).  Holders of Series C Preferred Units shall not be entitled to any distribution, whether payable in cash, property or stock, in excess of full cumulative distributions on the Series C Preferred Units as provided above.  Any distribution made on the Series C Preferred Units shall first be credited against the earliest accrued but unpaid distribution due with respect to such shares which remains payable.
(e)    In determining whether a distribution (other than upon voluntary or involuntary liquidation) by distribution, redemption or other acquisition of the Partnership Units or otherwise is permitted under Virginia law, no effect shall be given to the amounts that would be needed, if the Partnership were to be dissolved at the time of the distribution, to satisfy the preferential rights upon distribution of holders of Partnership Units whose preferential rights are superior to those receiving the distribution.
6.    Liquidation Preference.
(a)    Upon any voluntary or involuntary liquidation, dissolution or winding up of the affairs of the Partnership, the holders of the Series C Preferred Units are entitled to be paid out of the assets of the Partnership legally available for distribution to its Partners a liquidation preference of (x) $1,000 per Series C Preferred Unit (the “Base Liquidation Preference”), plus an amount equal to all accumulated and unpaid distributions to, but not including, the date of payment, in cash or property at its fair market value as determined by the General Partner before any distribution of assets is made to the Partnership Common Units or other Junior Units.
(b)    If upon any liquidation, dissolution or winding up of the Partnership, the assets of the Partnership, or proceeds thereof, distributable among the holders of Series C Preferred Units shall be insufficient to pay in full the above described preferential amount and liquidating payments on any other class or series of Parity Units, then such assets, or the proceeds thereof, shall be distributed among the holders of Series C Preferred Units and any such other Parity Units ratably in the same proportion as the respective amounts that would be payable on such Series C Preferred Units and any such other Parity Units if all amounts payable thereon were paid in full.  

(c)    Upon any liquidation, dissolution or winding up of the Partnership, after payment shall have been made in full to the holders of the Series C Preferred Units and any Parity Units, any other series or class or classes of Junior Units shall be entitled to receive any and all assets remaining to be paid or distributed, and the holders of the Series C Preferred Units and any Parity Units shall not be entitled to share therein.
(d)    None of a consolidation or merger of the Partnership with or into another entity, a merger of another entity with or into the Partnership, or a sale, lease or conveyance of all or substantially all of the Partnership’s property or business shall be considered a liquidation, dissolution or winding up of the affairs of the Partnership.
7.    Redemption.  
If any Series C Units remain outstanding on March 19, 2018 (the “Maturity Date”), the Partnership shall redeem all such Series C Units in cash in an amount equal to the Base Liquidation Preference, plus an amount equal to all accumulated and unpaid distributions to and including the Maturity Date for each such unit (the “Maturity Date Redemption Price”).  The Partnership shall pay the Maturity Date Redemption Price on the Maturity Date by wire transfer of immediately available funds to an account designated in writing by such holder of Series C Unit.  If the Partnership fails to redeem all of the Series C Units outstanding on the Maturity Date by payment of the Maturity Date Redemption Price for each such Series C Unit, then in addition to any remedy such holder of Series C Preferred Unit may have, in addition to the distributions due under Section 5(a), the applicable Maturity Date Redemption Price payable in respect of such unredeemed Series C Preferred Units shall bear interest at the rate of one percent (1.0%) per month, prorated for partial months, compounded monthly, until paid in full.
8.    Conversion.  The Series C Preferred Units are not convertible or exchangeable for any other property or securities, except as provided herein.
(a)    In the event that the Series C Preferred Stock of the General Partner is converted into Common Stock of the General Partner in accordance with the terms of the Articles Supplementary, then, concurrently therewith, an equivalent number of Series C Preferred Units of the Partnership held by the General Partner shall be automatically converted into a number of Partnership Common Units equal to the number of Common Stock issued upon conversion of such Series C Preferred Stock.  Any such conversion will be effective at the same time the conversion of Series C Preferred Shares into Common Shares is effective.
(b)    No fractional units will be issued in connection with the conversion of Series C Preferred Units into Partnership Common Units. In lieu of fractional Partnership Common Units, the General Partner shall be entitled to receive a cash payment in respect of any fractional unit in an amount equal to the fractional interest multiplied by the closing price of a Common Stock on the date the Series C Preferred Stock is surrendered for conversion by a holder thereof.

9.    Priority Allocation.

Section 6.2 of the Partnership Agreement is hereby amended to include Section 6.2.D as follows:

D.    Priority Allocation.  After giving effect to the allocations set forth in Sections 6.4 hereof, but before giving effect to the allocations set forth in Section 6.2.A, Net Operating Income shall be allocated to the General Partner until the aggregate amount of Net Operating Income allocated to the General Partner under this Section 6.2.D for the current and all prior Partnership Years equals the aggregate amount of the Series A, Series B and Series C Preferred Return paid to or accrued by the General Partner for the current and all prior Partnership Years; provided, however, that the General Partner may, in its discretion, allocate Net Operating Income based on accrued Series A, Series B and Series C Preferred Returns with respect to the Series A, Series B and Series C Preferred Unit Distribution Payment Dates occurring in January if the General Partner sets the Distribution Record Dates for such Series A, Series B and Series C Preferred Unit Distribution Payment Dates on or prior to December 31 of the previous Partnership Year.  For purposes of this Section 6.2.D, “Net Operating Income” means the excess, if any, of the Partnership’s gross income over its expenses (but not taking into account depreciation, amortization, or any other noncash expenses of the Partnership), calculated in accordance with the principles of the definition of “Net Income” herein.  
10.    Full Force and Effect.  Except as modified herein, all terms and conditions of the Partnership Agreement shall remain in full force and effect, which terms and conditions the General Partner hereby ratifies and confirms.

IN WITNESS WHEREOF, the undersigned has executed this Amendment as of the date first set forth above. 
GENERAL PARTNER:

WHEELER REAL ESTATE INVESTMENT TRUST, INC., a Maryland real estate investment trust

By:       /s/ Jon S. Wheeler                
Name:    Jon S. Wheeler
		
	Title:
	Presidentexhibit.htm

EXHIBIT 10.1

 

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

 

 

Statement of Work #4 (“SOW”)

Xfinity Home Special Project

This Statement of Work (“SOW”) dated February 6, 2015 (“Effective Date”) between Support.com, Inc. (“Vendor”) and Comcast Cable Communications Management, LLC and any of its operating subsidiaries and affiliates which receive services from Vendor (“Comcast” or “Company”) incorporates and is governed by the terms and conditions contained in the Master Services Agreement dated October 1, 2013 (“Agreement”), by and between Comcast and Vendor.  In the event of any conflict between the terms and conditions of this SOW and the terms and conditions of the Agreement, the terms and conditions of the Agreement shall govern.  Any capitalized term used herein but not defined shall be as defined in the Agreement.

 

 

1.0           SERVICES

 

1.1           Scope of Services (the “Services”).                                                                           Vendor shall provide both inbound and outbound customer service support for a limited Xfinity Home special project (the “Project”), as set forth below, to approximately [***] of Comcast’s Xfinity Home customers (“Customers”) utilizing Vendor’s customer service representatives (“CSRs,” each a “CSR”), which shall include only “CSR Repair Agents” (defined below) and not “CSR Repair Specialists” as defined under other statements of work between the parties.

a. Support – Vendor shall use Comcast’s and Vendor’s proprietary tools to execute the Services for Customers as designated by Comcast and further outlined in Section 1.2.

b. Language Support – Vendor will provide the Services in the English language only unless otherwise agreed to in writing by the parties through the Change Management process (as defined in Section 13 below).

	
1.2  

	
      Inbound and Outbound Requirements

a. Outbound Service Calling.  Vendor will provide outbound call support for calls to certain Customers who have been designated by Comcast as directed by Comcast in relation to the Project.  Scripts, procedures and other specifications relating to the handling of outbound call support for the Project by Vendor shall be as specified by Company.

b. Inbound Service Calling.  Vendor will provide inbound call support for return calls from Customers who have been contacted through outbound call efforts or other contact methods as directed by Comcast in relation to the Project.  Scripts, procedures and other specifications relating to the handling of inbound call support for the Project by Vendor shall be as specified by Company.

At the beginning of the Term of this SOW for the first calendar month or portion thereof, and thereafter by the last business day of each calendar month, Comcast shall provide Vendor with an updated forecast for the next calendar month as well as an outbound service calling list.  Such list shall contain at least the following with respect to each Outbound Calling Target (“OCT”):

	
·  

	
Name, Address, Phone, Time Zone, E-Mail Contact information and Comcast Account Number for the OCT.

	
·  

	
Vendor shall call each OCT until the earlier of: (a) such Target has been reached, and (b) five (5) calls, for Comcast provided primary numbers; and six (6) calls, if Comcast provides secondary numbers, have been placed without reaching the OCT.

	
·  

	
Vendor will leave voicemail, as per Company’s specified procedures, for the OCT.

	
·  

	
When Vendor reaches an OCT, Vendor shall communicate pursuant to the approved scripts and procedures with the OCT and schedule appointments as appropriate if and to the extent onsite or other services by Comcast or its other vendors are requested by the Customer.  For the avoidance of doubt, Vendor will only assist in scheduling such appointments using scripts, procedures and methods as specified by Comcast and Vendor is not responsible for providing on-site services.

	
·  

	
If in the course of communications with OCT the OCT requests other services or support outside the scope of this SOW, then Vendor shall follow procedures as specified or approved by Company to transfer the customer call to an appropriate resource.

Do Not Call (“DNC”):  Vendor shall maintain and implement Comcast Provided “Do Not Call” policies and train its personnel on such policies regularly, and specifically:

	
(i)

	
Vendor shall provide a data file to Comcast or an authorized agent or party an electronic list of customers or non-customers who have requested to be placed on Comcast’s Do Not Call List. Vendor’s CSRs will use required scripting, supplied by Comcast, when honoring such requests with customers and non-customers.

	
(ii)

	
Records of “Do Not Call” requests must be maintained and honored by Vendor throughout the term of this SOW.  All such records shall be treated as Company Proprietary Information pursuant to Section X of the Agreement.

	
(iii)

	
Vendor shall maintain a list of all telephone numbers to which Vendor initiated calls on Company’s behalf pursuant to this SOW.

	
(iv)

	
Vendor shall maintain the purpose of and disposition of all calls that Vendor initiated on   Company’s behalf; and

	
(v)

	
Vendor shall maintain daily dialer reports indicating on a per campaign basis the total number of outbound telephone calls initiated on Company’s behalf that are answered by a live person, and the total number of calls answered by a live person that are abandoned as defined under applicable law, including without limitation, as defined in 16 C.F.R. Part 310.4(b)(1)(iv).

In exercising its rights and performing its obligations under this SOW, Vendor shall conduct its business and represent Company in a professional, ethical, legal and businesslike manner.  Vendor agrees that it will:  (a) utilize only competent personnel; (b) conduct its operations at all times in such a manner that its actions or the actions of its personnel will not jeopardize Company’s or its affiliates’ respective relationships with their communities of operation or with their actual or potential customers; and (c) ensure that personnel maintain a polite, cooperative manner when dealing with any and all prospective and actual customers.  Company shall have the right for any reason, not inconsistent with applicable laws, rules or regulations, to request that Vendor discontinue using any person or persons for the Vendor Services.  Said discontinuance shall take effect immediately upon Company's written or oral notice to Vendor, and Vendor shall not furnish such person or persons to Company to perform Vendor’s obligations under this SOW again without the prior written consent of Company.

Vendor will provide the Outbound Service Calling described in Section 1.2(b) above Monday through Sunday, 8:00 AM to 10:00 PM Eastern time, subject to the specific request of a Company representative for more limited times or days, and subject to all applicable federal, state and local laws and restrictions.  Notwithstanding the foregoing, no Customer will be contacted later than 9:00 PM in the local time of the Customer.  If applicable laws require more restrictive calling times and days than requested, such more restrictive calling times and days shall apply.  Also if a Company representative specifies certain days not to call, or not to call unless prior efforts to contact the customer were unsuccessful, or to avoid certain holidays or event days, Vendor shall restrict outbound calls not to occur during such specified periods.

Vendor will only use the Company provided “Caller ID” name and phone number to appear on the call recipient’s location. This phone number must be usable by the called party for making “Do Not Call” requests.

Vendor will only use the Company provided name (which may be “Comcast” or another name), telephone number and script to be included on the abandoned call message played for customers pursuant to 16 C.F.R. Part 310.4(b)(4)(iii).  The telephone number shall be usable by the called party for making “Do Not Call” requests.  Furthermore, Vendor shall provide a copy of the Company Do Not Call Policy provided by Comcast to Vendor upon request by a called party.

Company will provide Vendor with all telephone numbers required for the Outbound Service Calling program hereunder, which Vendor may rely upon as compliant with the provisions of this SOW and the Agreement.  In relying on such telephone numbers, Vendor may not:  (1) initiate any telephone call to any residential telephone line using an artificial or pre-recorded voice to deliver a sales message; (2) use a telephone facsimile machine, computer, or other device to send an unsolicited advertisement to a telephone facsimile machine;  (3) use an automatic telephone dialing system in such a way that two or more telephone lines of a multi-line business are engaged simultaneously; and (4) record any telephone conversation in violation of any federal, state or local laws, rules or regulations.  Vendor shall take all necessary steps and precautions to comply with these requirements.

If Vendor receives a request from an actual or prospective customer to not receive calls from Vendor for a specific campaign, Vendor must (1) record the request and (2) place the customer’s name and telephone number on the Do Not Call list for such campaign at the time the request is made.  Vendor shall remove such phone number from its current and future calling lists.

Vendor’s calls shall only be made to the telephone numbers provided by Company to Vendor.

Vendor agrees that Company may monitor Vendor’s employees from time to time in their performance of the Services.  Further, Vendor shall conduct periodic performance reviews with Company upon the prior written request of Company.  Vendor shall cooperate with Company to satisfy monitoring requirements and Comcast quality assurance standards, and shall be responsible for the digital recording of all calls made on behalf of Comcast on Vendor’s telephony systems.  Vendor agrees further that, for any government investigation related to any Services and/or Campaign conducted by the Vendor or its subcontractors for Company, Vendor and its subcontractors shall promptly comply, at their own cost, with Company’s request for documents and/or information related to such campaign or Services, including if such investigation or request for documents is made after the termination of this SOW.

Without limiting the generality of Section 4.4 of the Agreement, Vendor shall maintain throughout the term of this SOW and for a period not less than two (2) years thereafter:

	
(a)  

	
a list of all telephone numbers to which Vendor initiated calls on Company’s behalf pursuant to this SOW;

	
(b)  

	
the disposition of all calls that Vendor initiated on Company’s behalf; and

	
(c)  

	
daily dialer reports indicating on a per campaign basis the total number of outbound telephone calls initiated on Company’s behalf that are answered by a live person, and the total number calls answered by a live person that are abandoned as defined under applicable law, including without limitation, as defined in 16 C.F.R. Part 310.4(b)(1)(iv).

1.3           Support Personnel. Vendor shall provide all customer service support personnel necessary to perform the Services required by this SOW in accordance with call volume forecasts provided by Comcast as described in Section 6 of this SOW (“Forecasts”).

 

1.4           Escalations.                                Vendor, when providing the Services, shall use the escalation procedures provided by Comcast in writing. Upon written notice from Comcast, Vendor shall promptly update documentation provided to Vendor’s CSRs with any modifications to the escalation procedures. Vendor shall ensure that its CSRs are informed of such modifications and receive training on the modifications, if necessary.

1.5           CSRs.                      Vendor’s criteria for selecting CSRs who provide the Services hereunder shall be selected from the existing pool of CSR Repair Agents, each of whom will reflect the following:

	
a.  

	
CSR Repair Agents.

 

CSR Repair Agents:  1) one (1) year of related experience in a customer service environment, 2) an understanding of wired and wireless home networks using multiple network technologies such as cable modems, routers, printers, etc. (DNS, DHCP, WAN, LAN, TCP/IP, Port Forwarding), and 3) successfully passing a technical test and completed an interview process.

 

1.6           Regulatory Compliance.  In addition to any other requirements contained in the Agreement or this SOW, Vendor shall comply during the term of this SOW, with all laws, statutes and regulations related to supporting and servicing residential security and low voltage services and systems in the state in which Vendor is located and the state(s) in which the CSRs are located.  Vendor shall obtain and maintain during the term of this SOW, all licenses, permits, registrations and other requirements of such states for Vendor and its CSRs.

 

2.0       DESIGNATED FACILITIES

2.1.           Locations:  Work from Home (“WFH”) Agents.   The parties agree that Vendor’s CSRs shall be home-based employees.  Vendor shall ensure that its CSRs perform the Services and other work for Comcast exclusively in the United States and/or Canada, unless otherwise stated in an amendment to this SOW, specific to each applicable non-US location. Notwithstanding the foregoing, Vendor may provide development related work on Vendor’s platform, Vendor’s software, back-office related work and Vendor’s Network Operations Centre (but not other Services or work paid for by Comcast) performed by employees and subcontractors in India.

3.0           TERM AND TERMINATION

 

3.1           Term.  This SOW shall commence as of the Effective Date and shall continue for a term of three (3) months (“Initial Term”).  Although the parties do not anticipate this project extending beyond the Initial Term, Company may at its election renew this SOW for an additional three (3) month period starting at the end of the Initial Term, by providing notice of its election to renew at least thirty (30) days prior to the termination of the Initial Term (such additional period the “Renewal Term”).

 

 

3.2           Termination for Convenience. Notwithstanding anything in the Agreement to the contrary, Comcast shall have the right to terminate this SOW, at any time and for any reason, effective upon thirty (30) days prior written notice to Vendor.

4.0           TRANSITION RESOURCES

This section is intentionally omitted.

5.0           TRAINING

Vendor shall ensure that each person performing the Services has the necessary training to successfully perform their role in delivering the Services.  If Comcast requests curriculum development by Vendor to assist in training efforts, such development shall be billed at the rate shown in Section 8 (“Base Fees and Payment”).  Ongoing training includes a variety of refresher sessions as directed by Comcast.  Refresher session(s) will be determined based on the business needs of Comcast and from feedback received from Vendor’s Operations, Quality and Training teams.

 

 

5.1           Initial Training Sessions. Comcast will provide Vendor training personnel assigned to provide and support the Services (the “Training Program”) in a virtual environment.  Comcast will provide the training documentation that covers all aspects relating to the “call types” for which Vendor will be making.  Vendor shall incorporate modifications to the Training Program as required by Comcast and as otherwise agreed upon by the parties.  Vendor may incorporate its proprietary internal learning tools and methods including learning simulations and automation technology. Vendor shall utilize Vendor assessment methods and tools and will provide documentation confirming that each person providing the Services has successfully completed the Training Program according to the criteria provided by Comcast. Comcast will pay supplemental remediation training at the Training Rate for Comcast requested ramp or increase to the Forecast.

5.2           Length.

	
Project Training

	
Training Hours Per CSR

	
Virtual Training

	
[***] hours

5.3           Continuing Education.  Comcast agrees to pay for all preapproved reasonable costs for on-going training and training development for Vendor’s CSRs due to changes to Comcast’s products, services, policies and procedures (collectively “Continuing Education Training”). Vendor shall provide Comcast an estimate for Continuing Education Training at least thirty (30) days prior to the date Vendor desires to commence such training and receive written approval prior to proceeding with such training.

5.4           Remedial Training.  Vendor shall be responsible for costs associated with all remedial training directed toward a specific person(s) to reinforce the Training Program (“Remedial Training”).  Vendor is responsible for identifying additional educational needs to support the Services and developing a monthly training plan to address such educational needs for such persons.

5.5           Attrition Training.  Vendor shall be responsible for all costs associated with providing the Training Program to new CSRs or other personnel filling positions due to the reduction or decrease in the total percentage of CSR’s or other personnel providing the Services not due to internal transfers or promotions.

5.6           Training to Floor Transition Process.  If applicable, Vendor will develop and present a documented training to floor transition process for Comcast review and approval prior to the first New Hire Training.  The process will document the length of transition and the number of teaching assistants supporting the trainer during transition. This process should be shared with Comcast at least fourteen (14) days prior to the New Hire Training class start date. The parties acknowledge that there will be no New Hire Training for this Project.

5.7           Up-Training.  Up-Training means the training of CSR(s) on additional services or opportunities not then being provided by Vendor or in cases where training needs to occur given new regional specific policies or procedures or billers. Vendor may provide Up-Training as requested by Comcast.  In such cases, Comcast will pay for such Up-Training as set for in Section 8.4 below.  For any request for Vendor to perform Up-Training, Comcast will make such request, including the training requirements, the required duration of such additional training for each affected CSR, the agenda and the expected date of completion of the Up-Training, to Vendor in writing.  Any other Up-Training in excess of the forecasted training will be handled through the Change Management process set forth in Section 13 of this SOW.

6.0           HOURS AND STAFFING

6.1           Forecasts.  Comcast will prepare forecasts as set forth below.  Productive Hours shall mean the total number of hours spent by Vendor’s personnel assigned to provide the Services in talk time, hold time, available time, chat time, wrap up time, and outbound time.  Unless otherwise agreed to by the parties, each forecast will include the Productive Hours Vendor will be required to deliver, using an estimated average handle time (“AHT”) [***] and number of full time equivalent personnel (“FTE”) to fulfill the Productive Hours ( “Forecast”).  The parties may work together to revise a planning model for staffing FTE, AHT and other assumptions that support the delivery of Productive Hours (the “Staffing Plan”).  Initially, the Staffing Plan shall be as set forth in the table below, with Vendor delivering not less than the minimum number of billable hours specified for each weekly period, subject to the maximum number of billable hours specified for each such weekly period:

	
Date

	
Minimum Productive Hours

	
Maximum Productive Hours

	
[***]

	
[***]

	
[***]

	
[***]

	
[***]

	
[***]

	
[***]

	
[***]

	
[***]

	
[***]

	
[***]

	
[***]

	
[***]

	
[***]

	
[***]

	
a.  

	
7-Day Outlook. Comcast will provide a seven (7) day rolling Forecast on a weekly basis which includes any other information which would be relevant for the Vendor to provide the Services, such as Comcast product changes or recurrent training requirements.  Billable hours will not be locked as per the traditional Line Adherence Tool (“LAT”) process.

6.2           Adjustments

a.           Comcast Requested Overtime.  Comcast may request Vendor to provide staffing for overtime Productive Hours.  All Overtime requests must be made in writing (including email) to Vendor by an authorized representative of Comcast. Vendor shall accept or decline the Overtime request within three (3) days of receipt by Vendor.  Approved Overtime will be paid to Vendor in accordance with the rate set forth in this SOW. Comcast shall only be responsible to pay Overtime if the Overtime is within the time/day requested by Comcast for the Productive Hours requested. Vendor shall include a copy of the Overtime preapproval with the supplemental information submitted with Vendor’s monthly invoice.

6.3 Other Forecasts.  Intentionally Omitted.

6.4 Hours of Operation and Personnel

      

a. Full Time Managers.  To reduce attrition, all managers assigned for the performance of the Services shall be full-time Vendor employees.

b. Hours of Operations.  Services for the Project will be provided as follows:

                      8:00 am – 10:00 pm Eastern.

c.           Key Vendor Personnel.  Key Vendor Personnel means Vendor’s employees in key positions that are deemed by Comcast to be critical to the success of the Services including: Trainer(s), Quality Analyst(s), Workforce Management personnel, Development Lead(s), and Operations Manager(s).  Key Vendor Personnel shall each be assigned to provide the Services during the term of this SOW.  Vendor may replace Key Vendor Personnel without providing Comcast with prior notice provided that the replacement has the same skill sets in all material respects as the Key Vendor Personnel being replaced. Comcast shall have the right to review the resume of such new Key Vendor Personnel.  Comcast will not be charged for any time necessary to train replacement Key Vendor Personnel.

d.           Staffing and Support Ratios.

Vendor shall maintain the following staffing and support levels during the term of this SOW unless otherwise notified by Comcast via the Change Management process as defined in Section 13 of this SOW:

	
·  

	
Vendor ratios for Supervisor to CSR will be maintained at [***].

· Vendor ratios for manager to Supervisor will be maintained at [***]

	
·  

	
Vendor ratios for Quality Assurance managers to CSR personnel shall be maintained at [***].

7.0             MEETINGS AND IMPROVEMENTS

7.1               Meetings.  Vendor agrees to participate in daily, weekly and monthly status meetings to review performance metrics, goals, quality, and recommendations to improve business performance.

7.2               Improvements.                                To the extent applicable, Vendor shall provide recommended improvements to current business processes and provide documented plans to address these improvements to Comcast.

8.0           BASE FEES AND PAYMENT

8.1           Productive Hourly Rate.  Comcast shall pay Vendor in arrears each fiscal month (i.e. Jan 22- Feb 21) based on the number of Productive Hours at the rate set forth below per Productive Hour.  As used herein, “Productive Hour(s)” means the total number of hours spent in talk time plus hold time plus available time plus wrap up time, chat time and outbound time.  Notwithstanding anything to the contrary, wrap up time includes all time when the CSR is working on a customer issue.

8.2           Training Hourly Rate.  Comcast shall pay Vendor in arrears each fiscal calendar month the CSR Training Hourly Rate as set forth below for CSRs’ engaged in Training Programs or Training Programs.

8.3           Overtime Rate. Comcast shall pay Vendor in arrears each fiscal calendar month the CSR Overtime Rate of as set forth below per Productive Hour worked per CSR that meets the criteria set forth in Section 6.2 (d) above.

8.4           Rates.

	
Designated Facility

	
Productive Hourly Rate

	
Overtime Hourly Rate

	
Up Training Hourly Rate

	
Training Hourly Rate

	
Work from Home CSRs

	
[***]

	
[***]

	
[***]

	
[***]

a.           Telco Reimbursement.  The Agreement (Section 4.14(a), Exhibit D and Appendix to Exhibits C and D) states that Comcast will provide telecommunications circuits, phone switch, ACD routing functionality, PBX for voice traffic, Avaya One-X Road Warrior client licenses, Workforce Management, Real-time Adherence, Real-time Monitoring, Call Recording, IVR, ECH data for historical reporting, process to request for Group and Skilling changes, connectivity to 3rd Party DMARCS, Real-Time Reporting, data for vendor scorecard creation, TSR call volume, Daily call volume, Line Adherence feeds, Queue-based Agent FCR Financial Reporting thru the line adherence tool.  In lieu of receiving such from Comcast, Vendor is providing the services and passing through actual and reasonable corresponding usage, configuration and development charges.

8.5           Staffing.  Vendor will deploy [***] FTEs to perform the Services (“FTE Estimate”).  Comcast may adjust the FTE Estimate based on business needs, which may also require the parties to adjust the “Maximum Productive Hours,” as set forth in Section 6.1 entitled “Forecasts.”

8.6           Invoicing.  Vendor will generate separate invoices for this Project which will provide the Productive Hours worked by each CSR for invoice amount validation.

8.7           Up-training / Continuing Education:  Comcast will pay Vendor for Up-training / Continuing Education at the Productive Hourly Rate; and curriculum development at the Training Rate.   The number of hours for training cannot exceed the below volumes, based on the parties’ current outline for the Project:

	
a.  

	
Vendor CSRs require [***] hours of up-training

	
b.  

	
Vendor CSRs require [***] hours of up-training for the Outbound Tracking Tool (Note, the [***] existing outbound agents do not require Outbound Tracking Tool up training)

	
c.  

	
Xfinity Home Return Up-Training – Vendor CSRs will require [***] hours of Xfinity Home (XH) return up-training when this Project concludes as they migrate back to the XH call type, based on the initial FTE Estimate of [***] FTEs deployed, and may require the parties to adjust such number of hours if the number of FTEs is adjusted.

	
d.  

	
Vendor will require [***] hours of curriculum development for XH return up-training.

In the event the current outline for the Project changes, the parties will mutually revise such volumes accordingly.

8.8           Outages.    Comcast will pay Vendor at the Productive Hourly Rate for any lost Productive Hours as a result of any downtime caused by a Comcast network outage that renders Vendor unable to provide the Services, provided that such lost Productive Hours when combined with the Productive Hours in which the Services were performed shall not exceed the total Production Hours set forth in the applicable Forecast, as adjusted pursuant to Section 6.  Comcast will not pay for any lost Productive Hours as a result of Vendor network, facility or telecommunications outage/downtime.

9.0           SERVICE LEVELS

Comcast and Vendor agree that Services under this SOW will not be included in or subject to other Service Level Targets under the Agreement for other programs or campaigns under other SOWs, although the parties will work together in good faith at Comcast’s request to specify applicable performance or other criteria to be measured and reported on in respect to Services under this SOW.

10.0           OPERATIONAL INFRASTRUCTURE

10.1           Incident Management

a.           In the event that Vendor experiences a complete service interruption or any interruption of Comcast tools or telephony, Vendor must notify Comcast’s National ROC at [***], within fifteen (15) minutes of incident detection.

b.           Vendor shall have key technical resources readily available to join Comcast’s conference bridge when there is any type of service disruption.

c.           Vendor shall participate in all calls or meetings and to document the resolution of any service disruption via a post mortem root cause analysis report which shall be provided to Comcast within three (3) days of issue resolution.

10.2           Maintenance Notification

a.           Vendor shall provide Comcast with no less than two (2) weeks advance written notice regarding any regularly scheduled remedial and or preventive maintenance.

b.           Vendor shall provide Comcast with written notice as to any requirement for emergency maintenance no less than twenty-four (24) hours after such determination has been made.

	
  

	 

	
11.0

	
PROJECT DELIVERABLES

11.1           Requirements. Vendor will provide, at no additional cost to Comcast, call center metric reports electronically on a daily, weekly, monthly, quarterly and annual basis (as required) in a format easily imported into Excel spreadsheets in accordance with Comcast’s requirements. These reports will provide the information to be mutually agreed upon in writing by the parties.

 

 

12.0           ACCESS TO VENDOR SYSTEMS

Vendor shall provide Comcast with unimpeded password protected remote access to Vendor’s monitoring tools (e.g., tools used to monitor to Vendor’s personnel performing the Services on a random basis and/or to review electronic responses on a random basis, including, but, not limited to, remote monitoring of all live calls to all toll free numbers Comcast sends to Vendor) prior to Vendor commencing to provide the Services. Vendor shall ensure that the remote monitoring capability provided to Comcast complies with applicable State and Federal laws. Comcast reserves the right to audit Vendor’s performance of this SOW and the Services by whatever means Comcast deems appropriate with or without notice to Vendor, including, but not limited to, customer surveys, monitoring calls and/or other work related activities (either onsite or remotely) provided as a part of the Services to the extent permitted under applicable law and, in the case of financial audits, on thirty (30) days written notice. Comcast may utilize Comcast personnel or third parties to conduct such audits. If requested by Comcast, Vendor will provide Comcast with copies of all records of Vendor’s performance of the Services, including, but not limited to, phone records, reports and such other information and records in the format requested by Comcast.

Comcast will timely provide such data from Comcast systems as may be necessary for Vendor to fulfill its obligations hereunder as well as data required for invoicing purposes. Comcast will provide Vendor with work force management and real time data necessary for Line Adherence and scheduling.

13.0           CHANGE MANAGEMENT

Comcast may at any time during the delivery of the Services request additions, deletions or alterations (a “Change”) to the program in writing or by using a Change Management Form (attached hereto as Exhibit A). Within ten (10) business days after receipt of a request for change or a Change Management Form, Vendor will submit a proposal to Comcast which shall include any changes in pricing or in the delivery of the Services necessitated by the change.  Comcast shall, within ten (10) business days of receipt of the proposal either (i) accept the proposal or Change; (ii) meet with Vendor to discuss the proposal or Change to determine if the proposal or the perform the Change in which event the parties shall continue to perform the Services in accordance with this SOW or as previously amended.  No such Change shall be considered nor shall Vendor be entitled to any compensation for work done pursuant to or in contemplation of a Change, unless such Change is authorized through either written amendment of this SOW or a Change Management Form executed by both parties.

Each party represents to the other that the person signing on its behalf has the legal right and authority to enter into the commitments and obligations set forth herein.

 

IN WITNESS WHEREOF, the parties have executed this SOW as of the date first above written.

	
  

	 

	
COMCAST CABLE COMMUNICATIONS

MANAGEMENT, LLC

	
SUPPORT.COM, INC.

	
By:                /s/ Jennifer Yohe Wagner                                      

Print Name:  Jennifer Yohe Wagner                                                    

Title:             Senior Vice President, Procurement                                         

Date:             2/13/2015                                         

	
By:                /s/ Maurice Leibenstern                                      

Print Name:  Maurice Leibenstern                                                    

Title:             Vice President, Associate General Counsel                                         

Date:             2/18/2015                                         

 

 

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

 

 

  

  

  

 

 

EXHIBIT A

CHANGE MANAGEMENT FORM

	
Program:

	
PCR No.:

	  	  	  
	
Originator:

	
Date:

	  	  	  
	
Department:

	
Phone #:

	
Title:

	  	  	  
	
Locations Impacted:

	  	  	  
	
Requested Implementation Date:

	  	  	  
	
Estimated Hours: (LOE)

	
oBillable         oNon-Billable

	
Billing Rate/Hour:

	  	  	  
	
Fixed Fee Cost (if applicable)

	  	  	  
	
Type of Change:

	  	  	  
	
Scope of Change:

	
oMinor (Anything within current contract)

	
oMajor (may require contract amendment)

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

	  	  	  
	
Reason for Change: (give brief overview of the reason for the change i.e. due to additional business, project enhancements or resulting from a corrective action), and identify whether change is permanent or temporary

	  	  
	  	  	  
	  	  	  
	
Area(s) of Change

	  	  
	
    Accounting/Payroll

	
    Network

	
    Data Processing

	
   Resource Planning

	
    General Facilities

	
    Quality Assurance

	
    Human Resources

	
    Telecom

	
    IT/BI

	
    Training

	
    Operations

	
    Recruiting

	
    Miscellaneous (Please describe below)

	  
	
 Other:

	
Description of Change(s) Requested: (describe the changes and how they affect each area or department, including key dates, requirements and billing information)

	  
	  	  

Comcast Authorization

Comcast Representative’s Signature                                                                __________________________________________

Print Name                           _______________________Date _______________________________

Support.com Authorization

Support.com Representative’s Signature __________________________________________

Print Name                           _______________________Date _______________________________

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