Document:

Exhibit 10.3

 

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

CHANGE MANAGEMENT FORM 13 to STATEMENT OF WORK 3

	 	
Statements of Work (“SOWs”):

Support.com, Inc., XH Remote Support (“SOW 3”) dated March 21, 2014

	 	
PCR No.:

	 	
Originator:  Joy Park

	 	
Date: 02/10/2017

	 	
Department: NCO

	 	
Phone #: [***]

	 	
Title: Vice President

	 	
Locations Impacted:  Work at Home

	 	
Requested Implementation Date: 03/22/2017

	 	
Estimated Hours: (LOE)

	 	
☐Billable         ☐Non-Billable

	 	
Billing Rate/Hour: See SOW

	 	
Fixed Fee Cost (if applicable) N/A

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

	 	
Scope of Change:

	 	
☒Minor (Anything within current contract)

	 	
☐Major (may require contract amendment)

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

	 	
Area(s) of Change

	 	
☐ Accounting/Payroll

	 	
☐ Network

	 	
☐ Data Processing

	 	
☐ Resource Planning

	 	
☐ General Facilities

	 	
☐ Quality Assurance

	 	
☐ Human Resources

	 	
☐ Telecom

	 	
☐ IT/BI

	 	
☐ Training

	 	
☐ Operations

	 	
☐ Recruiting

	 	
☐ Miscellaneous (Please describe below)

	 	 
	 	
☒ Other: Service Level Targets

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

		1.	
Exhibit A of SOW 3 is deleted in its entirety and is replaced with Exhibit A attached to this CMF.

 

Comcast Authorization

	Comcast Representative’s Signature	/s/Joy Park

	Print Name 	Joy Park	Date	2/24/2017

Vendor Authorization

	Vendor Representative’s Signature	/s/Rick Bloom

 

	Print Name 	Rick Bloom	Date	2/24/2017

 

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

 

EXHIBIT A

Service Level Targets for XH Remote Support

	a.	
Line Adherence: Vendor is required to meet a minimum staffing target of [***] for each [***] interval.  The fiscal month target will be considered met if a minimum of [***] of the total [***] intervals meet the [***] interval requirement.  The intervals start on [***] adjusted for Comcast requested additional training.

 

The below bonus applies on a fiscal calendar month, which is measured by [***] in a fiscal month:

	
Actual Line Adherence

	
Bonus Rate

	
[***]

	
[***]

	b.	
ITG Utilization:  An Interactive Troubleshooting Guide (“ITG”) is defined as Comcast’s internal troubleshooting guides used by an agent to provide customer service support to Comcast customers.  ITG Utilization is defined as the total number of Completed ITGs divided by the total number of repair calls handled.  A Completed ITG is an ITG that was opened correctly, followed as directed and closed by selecting the “Complete ITG” button where a corresponding customer reported (“CR”) ticket number was provided per Comcast guidelines.   Only one (1) ITG completed during each individual interaction between an agent and a customer will be counted as a Completed ITG.

 

The Bonus for achievement of the Service Level Target is:

	
Service Level Target

	
Bonus Rate

	
[***]

	
[***]

	b.	
VOC: Vendor shall meet the Service Level Target for Voice of Customer (“VOC”).  VOC is measured by the Comcast customer’s scoring related to their satisfaction with the last CSR that the customer interacted with on the phone.  A third party survey agent conducts the automated survey after the last interaction and the customer’s rating of satisfaction with that CSR is scored and reported out to Vendor and CSR.

 

The Bonus for achievement of the Service Level Target is:

	
Service Level Target

	
Bonus Rate

	
[***]

	
[***]

	c.	
FCR:  Vendor shall meet the Service Level Target for First Call Resolution (“FCR”).  FCR is measured as the total number of Unique Customers who do not call back to the same queue initially called within [***] including [***] into that queue not to include abandoned calls within [***].  Unique Customers are defined as the [***] from the same phone number.

The Bonus for achievement of the Service Level Target is:

	
Service Level Target

	
Bonus Rate

	
[***]

	
[***]

	d.	
COR:  Vendor shall meet the Service Level Target for Cancel on Review ("COR”).  COR rate is measured as the total XH truck rolls canceled on review divided by total XH truck rolls scheduled.   A truck roll canceled on review is defined as a truck roll reviewed, resolved, and canceled by a Comcast third party vendor.

The Bonus for achievement of the Service Level Target is:

 

	
Service Level Target

	
Bonus Rate

	
[***]

	
[***]

	e.	
Adjusted Bonus Percentages.  In the event that Comcast elects to waive a Service Level Target for any fiscal calendar month, Comcast shall notify Vendor of such decision as soon as reasonably practical.  Such notice shall include the adjusted Bonus payout percentages for the remaining metric(s) based on an equal distribution of the Bonus that corresponded to the waived Service Level Target to the remaining Service Level Targets.

	f.	
AHT Target Credit.  The AHT Target will be determined by Comcast based on the external AHT for the same call type as calculated based on the then current fiscal month vendor AHT average for all third party outsourced agents handling that call type. New hire CSRs AHT will be excluded from the AHT calculation for the [***] of employment, except for CSRs hired as attrition replacements. If Vendor’s actual AHT for a fiscal month does not exceed the AHT Target by [***], then no credit shall be due to Comcast.  For Services managed by Comcast divisional teams, AHT will be measured by division by aggregate line of business and compared to the Comcast division external AHT for the same call types.  AHT shall not be effective until such time as the reporting is available to Comcast.  If Vendor’s actual AHT for a fiscal month exceeds the AHT Target by [***] then a credit shall be issued to Comcast. The calculation of the credit shall be as set forth below:

[***]

*** CONFIDENTIAL MATERIAL REDACTED AND SEPARATELY FILED WITH THE COMMISSION ***Exhibit 10.4

 

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

CHANGE MANAGEMENT FORM 14 to Statement of Work 3

	 	
Statements of Work (“SOWs”):

Support.com, Inc. (“Vendor”): Xfinity Home Remote Support (“SOW 3”) dated March 21, 2014

	 	
PCR No.:

	 	
Originator:  Joy Park

	 	
Date: 02/13/17

	 	
Department: NCO

	 	
Phone #: [***]

	 	
Title: Vice President

	 	
Locations Impacted:  Work from Home

	 	
Requested Implementation Date: 12/22/16

	 	
Estimated Hours: (LOE)

	 	
☒Billable         ☐Non-Billable

	 	
Billing Rate/Hour: See SOW

	 	
Fixed Fee Cost (if applicable) N/A

	 	
Type of Change: Comcast and Vendor agree to modify the Service Level Targets as set forth below.  Unless specifically provided in this Change Management Form (“CMF”), all other terms of SOW 3 remain unchanged.

	 	
Scope of Change:

	 	
☒Minor (Anything within current contract)

	 	
☐Major (may require contract amendment)

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

	 	
Area(s) of Change

	 	
☐ Accounting/Payroll

	 	
☐  Network

	 	
☐  Data Processing

	 	
☐  Resource Planning

	 	
☐  General Facilities

	 	
☐  Quality Assurance

	 	
☐  Human Resources

	 	
☐  Telecom

	 	
☐  IT/BI

	 	
☐  Training

	 	
☐  Operations

	 	
☐  Recruiting

	 	
☒  Other: Service Level Targets

Effective December 22, 2016, the parties, for good and valuable consideration, the receipt of which is hereby acknowledged, agree to modify SOW 3 as follows:

		1.	
Exhibit A is hereby deleted in its entirety and is replaced with Exhibit A attached to this CMF.

 

Comcast Authorization

	Comcast Representative’s Signature 	/s/Joy Park

	Print Name 	Joy Park	Date	2/24/2017

Vendor Authorization

	Vendor Representative’s Signature	/s/Rick Bloom

 

	Print Name 	Rick Bloom	Date	2/24/2017

 

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

 

EXHIBIT A

Service Level Targets

 

	a.	
Line Adherence: Vendor is required to meet a minimum staffing target of ninety-two percent (92%) for each thirty (30) minute interval.  The fiscal month target will be considered met if a minimum of [***]  of the total [***]  intervals meet the [***] interval requirement.  The intervals start on [***]  adjusted for Comcast requested additional training.

 

The below bonus applies on a fiscal calendar month, which is measured by [***]  in a fiscal month:

	
Actual Line Adherence

	
Bonus Rate

	
[***]

	
[***]

	b.	
ITG Utilization:  An Interactive Troubleshooting Guide (“ITG”) is defined as Comcast’s internal troubleshooting guides used by an agent to provide customer service support to Comcast customers.  ITG Utilization is defined as the total number of Completed ITGs divided by the total number of repair calls handled.  A Completed ITG is an ITG that was opened correctly, followed as directed and closed by selecting the “Complete ITG” button where a corresponding customer reported (“CR”) ticket number was provided per Comcast guidelines.   Only one (1) ITG completed during each individual interaction between an agent and a customer will be counted as a Completed ITG.

 

The Bonus for achievement of the Service Level Target is:

	
Service Level Target

	
Bonus Rate

	
[***]

	
[***]

	b.	
VOC: Vendor shall meet the Service Level Target for Voice of Customer (“VOC”).  VOC is measured by the Comcast customer’s scoring related to their satisfaction with the last CSR that the customer interacted with on the phone.  A third party survey agent conducts the automated survey after the last interaction and the customer’s rating of satisfaction with that CSR is scored and reported out to Vendor and CSR.

 

The Bonus for achievement of the Service Level Target is:

	
Service Level Target

	
Bonus Rate

	
[***]

	
[***]

	c.	
FCR:  Vendor shall meet the Service Level Target for First Call Resolution (“FCR”).  FCR is measured as the total number of Unique Customers who do not call back to the same queue initially called within [***] including [***]  into that queue not to include abandoned calls within the same seven (7) day period.  Unique Customers are defined as the [***]  from the same phone number.

The Bonus for achievement of the Service Level Target is:

	
Service Level Target

	
Bonus Rate

	
[***]

	
[***]

 

	d.	
ATR:  Vendor shall meet the Service Level Target for Avoidable Truck Rolls (“ATR”).  ATR is defined as total care CSR avoidable truck rolls divided by total truck rolls scheduled.  An avoidable truck roll is determined by a Comcast technician after a truck roll is completed. If the primary reason code listed by technician is a CSR avoidable reason code listed by technician is a CSR avoidable reason code (i.e., could have been fixed without a truck roll by following the Line of Questioning “LOQ” or using the corrected Integrated Troubleshooting Guide “ITG”), then that truck roll will be deemed an avoidable truck roll.

 

The Bonus for achievement of the Service Level Target is:

	
Service Level Target

	
Bonus Rate

	
[***]

	
[***]

	e.	
Adjusted Bonus Percentages.  In the event that Comcast elects to waive a Service Level Target for any fiscal calendar month, Comcast shall notify Vendor of such decision as soon as reasonably practical.  Such notice shall include the adjusted Bonus payout percentages for the remaining metric(s) based on an equal distribution of the Bonus that corresponded to the waived Service Level Target to the remaining Service Level Targets.

	f.	
AHT Target Credit.  The AHT Target will be determined by Comcast based on the external AHT for the same call type as calculated based on the then current fiscal month vendor AHT average for all third party outsourced agents handling that call type. New hire CSRs AHT will be excluded from the AHT calculation for the first [***]  of employment, except for CSRs hired as attrition replacements. If Vendor’s actual AHT for a fiscal month does not exceed the AHT Target by [***], then no credit shall be due to Comcast.  For Services managed by Comcast divisional teams, AHT will be measured by division by aggregate line of business and compared to the Comcast division external AHT for the same call types.  AHT shall not be effective until such time as the reporting is available to Comcast.  If Vendor’s actual AHT for a fiscal month exceeds the AHT Target by [***], then a credit shall be issued to Comcast. The calculation of the credit shall be as set forth below:

[***]

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

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