Document:

Master Teleservices Agreement

 Exhibit 10.64 
  
 MASTER TELESERVICES AGREEMENT 
  
 This Master Teleservices Agreement (this “Agreement”), dated as of September 16, 2005 (the
“Effective Date”), is between Aegis Communications Group, Inc, having its principal place of business at 8001 Bent Branch Drive, Irving, Texas 75063 (“Aegis”), Essar Global Limited, the majority stockholder of
Aegis, having its registered place of business at 10, Frere Felix de Valois Street, Port Louis, Mauritius (“Essar”) and PharmaCare Management Service, Inc. and its PharmaCare affiliates (collectively, “Client”),
having its principal place of business at 695 George Washington Highway, Lincoln, RI 02865. 
  
 WHEREAS, Aegis is engaged in the business of providing telesourcing services, and Client has a need for such telesourcing services from time to time; 
  
 WHEREAS, Client provides pharmacy benefit management and related services, including call center services, for the Medicare
Part D program; and 
  
 WHEREAS, Aegis and Client desire to enter
into this Agreement setting forth the terms and conditions pursuant to which Client will purchase from Aegis, and Aegis will provide to Client, such telesourcing services as may be requested by Client from time to time. 
  
 NOW, THEREFORE, Client and Aegis hereby agree as follows: 
  

	1.	Scope of Agreement. This Agreement sets forth the terms and conditions that will apply to the telesourcing services (the “Services”) to be provided by Aegis
to Client as mutually agreed by the parties and confirmed in each Statement of Work (as defined in Section 3). 

  

	2.	Term. The term of this Agreement will commence on the Effective Date and will continue indefinitely thereafter subject to the right of Client to terminate this Agreement by
providing to Aegis a written notice of termination at least sixty (60) days prior to the effective date of such termination and the right of Aegis to terminate this Agreement by providing to Client a written notice of termination at least 180
days prior to the effective date of such termination. Notwithstanding any such termination of this Agreement, each Statement of Work entered into prior to the effective date of such termination will remain in full force and effect in accordance with
the provisions thereof, including each of the provisions of this Agreement. 

  

	3.	Statement of Work. The Services provided by Aegis to Client pursuant to this Agreement will be so provided in accordance with statements of work (each, separately, a
“Statement of Work”) entered into by Aegis and Client during the term of this Agreement. 

  
 Each Statement of Work will, at a minimum, include the following: 
  

	 	a.	A reference to this Agreement, which reference will be deemed to incorporate all applicable provisions of this Agreement into each Statement of Work. 

  

	 	b.	The date as of which each Statement of Work will be effective, and the term or period of time during which Aegis will provide the applicable Services to Client pursuant to each
Statement of Work. 

  

	 	c.	A description of Services to be provided by Aegis to Client pursuant to each Statement of Work. 

	 	d.	The fees and charges due and payable by Client to Aegis for Services to be provided under each Statement of Work. 

  

	 	e.	Any additional provisions applicable to Services provided under each Statement of Work that are not otherwise set forth in this Agreement or that are exceptions to the provisions
set forth in this Agreement. 

  
 No Statement of
Work will become effective until it has been executed by an authorized representative of each party. In the event of any express conflict or inconsistency between the provisions of this Agreement and the provisions of a Statement of Work, the
provisions of the Statement of Work will control with respect to the interpretation of that Statement of Work; provided, however, that the provisions of that Statement of Work will be so construed so as to give effect to the applicable provisions of
this Agreement to the fullest extent possible. Contemporaneously with the execution of this Agreement, the parties will execute Statement of Work No. 1, which is attached hereto as Attachment 3. 
  

	4	Payment for Services. Client will pay to Aegis for the Services the fees and charges set forth on each Statement of Work. If any Statement of Work fails to set forth the fees
for any Service, Client will pay Aegis for such Service at Aegis’ then-current fees. Client will pay all amounts due within 30 days of the date of invoice. Client will reimburse Aegis for the actual and reasonable out-of-pocket expenses
incurred by Aegis and pre-approved in writing by Client in connection with the Services performed under a Statement of Work. Except for fees or expenses disputed in good faith by either party, which the parties agree to promptly discuss and resolve
informally, any fees or expenses not paid when due will thereafter bear interest until paid at a rate equal to the lesser of (i) one-and-a-half percent (1.5%) per month, or (ii) the highest rate allowed by applicable law. If the
parties cannot informally resolve fees or expenses disputed in good faith within 10 business days, the parties agree to appoint a mediator reasonably acceptable to both parties and resolve the dispute through mediation within 10 additional business
days. The parties agree to evenly divide the costs of any mediator selected by them. Unless otherwise agreed by the parties, upon resolution, fees and expenses that had been disputed in good faith will be immediately due and payable and will bear
interest until paid according to the immediately preceding sentence. 

  

	5.	Property Lease. Aegis agrees that it will renew the lease of its Irving, Texas facility, and that promptly after the Effective Date, Aegis will provide to Client a
certification letter from the landlord confirming the renewal and/or extension of the lease and confirming the actual term of the lease, which letter will be attached to this Agreement as Attachment 1. 

  

	6.	 Stand-By Letter of Credit. To support Aegis’s working capital, following the Effective Date and no later than October 5, 2005, Essar agrees to use
its commercially reasonable best efforts to post a stand-by letter of credit in favor of Aegis in the amount of $10 million with an international bank reasonably acceptable to Client (the “Essar LC”). The Essar LC will have a term
of 1 year (the “Term”), and will have terms of draw reasonably acceptable to Client, including that the Aegis Chief Executive Officer and an Essar-designated member of the Board of Directors of Aegis must jointly obtain
Client’s prior written consent before Aegis may make any particular draw on the Essar LC. Unless the Term has already expired, Aegis and Essar will be permitted to terminate the Essar LC before the expiration of the Term upon the date that is
30 days after the completion of the project described on Statement of Work No. 1. Additionally, Essar agrees to provide the commitments set forth in documentation reasonably satisfactory to Client, copies of which will be attached to this
Agreement as Attachment 2, regarding (i) Essar’s efforts to implement the Essar LC; and (ii) Essar’s 

	 	 
commitment and capacity to fund the working capital requirements and ramp-up expenses incurred by Aegis in connection with providing the Services to Client
under this Agreement. 

  

	7.	Essar Covenant. Essar agrees that, during the term of this Agreement, including all renewals thereof, it will not call the debt of approximately $17 million owed to Essar by
Aegis. 

  

	8.	Taxes. Client will be responsible for, and will promptly pay, all taxes, fees or charges levied or assessed by any governmental authority or agency based specifically upon
the charges under this Agreement or the Services, except franchise taxes and taxes levied or assessed on the net income or profit of Aegis. 

  

	9.	Warranties. Aegis hereby warrants to Client that Aegis will perform its duties and obligations hereunder in a professional and workmanlike manner. EXCEPT AS OTHERWISE
PROVIDED IN THIS AGREEMENT, AEGIS MAKES NO REPRESENTATIONS OR WARRANTIES, EXPRESS OR IMPLIED, REGARDING THE SERVICES OR ANY MATTER, INCLUDING THE MERCHANTABILITY, SUITABILITY, ORIGINALITY, OR RESULTS TO BE DERIVED FROM THE USE OF THE SERVICES.

  

	10.	Confidentiality. In connection with the activities contemplated by this Agreement, each party may have access to confidential or proprietary technical or business information
of the other party (“Confidential Information”). Each party will take reasonable precautions to protect the confidentiality of the other party’s Confidential Information, which precautions will be at least equivalent to those
taken by such party to protect its own Confidential Information. Except as required by law or as necessary to perform under this Agreement, neither party will knowingly disclose the Confidential Information of the other party or use such
Confidential Information for the benefit of any third party. Confidential Information will not include information that (i) was in the public domain at or subsequent to the time it was communicated to the receiving party by the disclosing party
through no fault of the recipient; (ii) was rightfully in receiving party’s possession free of any obligation of confidence at or subsequent to the time it was communicated to the receiving party by the disclosing party; (iii) was
developed by employees or agents of the receiving party independently of and without reference to any information communicated to the receiving party by the disclosing party; or (iv) was communicated by the disclosing party to an unaffiliated
third party free of any obligation of confidence. The receiving party may disclose the Confidential Information of the other party as necessary to establish its rights under this Agreement, in response to a valid court order, law, rule, regulation
(including any securities exchange regulation) or other governmental action provided that (a) the disclosing party is notified in writing prior to disclosure of the information and (b) the receiving party assists the disclosing party, at
the disclosing party’s expense, in any attempt by the other to limit or prevent the disclosure of the Confidential Information. Notwithstanding anything to the contrary herein, the provisions of this paragraph shall be subject to the provisions
in the Business Vendor Agreement, dated September 16, 2005, between Aegis and Client, which shall be executed along with this Agreement. 

  

	11.	 Limitation of Liability. IN NO EVENT SHALL EITHER PARTY BE LIABLE FOR ANY PUNITIVE, CONSEQUENTIAL, INCIDENTAL, SPECIAL, OR INDIRECT DAMAGES, IN ANY ACTION
ARISING FROM OR RELATED TO THIS AGREEMENT, WHETHER BASED IN CONTRACT, TORT (INCLUDING NEGLIGENCE), INTENDED CONDUCT OR OTHERWISE, INCLUDING WITHOUT LIMITATION, DAMAGES RELATING TO THE LOSS OF PROFITS (EXCEPT FOR CLIENT’S PAYMENT OBLIGATIONS
UNDER THIS AGREEMENT), INCOME, GOODWILL OR REVENUE. UNDER NO CIRCUMSTANCES WILL EITHER PARTY’S AGGREGATE LIABILITY ARISING UNDER THIS AGREEMENT EXCEED THE AMOUNT OF TOTAL FEES PAID OR PAYABLE TO THE OTHER PARTY DURING THE THREE MONTH 

	 	 
PERIOD IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO LIABILITY UNDER THIS AGREEMENT OR A STATEMENT OF WORK (EXCEPT FOR CLIENT’S PAYMENT OBLIGATIONS
UNDER THIS AGREEMENT). NOTWITHSTANDING ANY PROVISION OF THIS SECTION 11, THE AGREEMENT, OR A STATEMENT OF WORK, NO LIMITATION OF LIABILITY SHALL APPLY TO ANY CLAIM UNDER SECTION 12 (INDEMNIFICATION) OR BREACH OF SECTION 10 (CONFIDENTIALITY).

  

	12.	Indemnities. 

  

	 	a.	Aegis will be entitled to rely on and act in accordance with any written instructions or directions provided by Client and will incur no liability in doing so. Client shall defend,
indemnify and hold harmless Aegis and its subsidiaries, successors and assigns, and each of their officers, directors, agents, contractors, subcontractors and employees (collectively, the “Aegis Indemnified Parties”), from and
against any and all claims, liabilities, damages, fines, penalties, costs and expenses, including reasonable attorneys’ fees, arising out of or resulting from (i) Aegis acting in accordance with written instructions or directions from
Client; or (ii) any infringement of a United States letters patent, a trade secret, or any copyright, trademark, service mark, trade name or similar proprietary rights conferred by statute, by common law, or by contract alleged to have occurred
as a result of rights conveyed, materials provided, or work performed by or on behalf of Client. 

  

	 	b.	Aegis shall defend, indemnify and hold harmless Client and each of its officers, directors, agents, contractors, subcontractors and employees (collectively, the “Client
Indemnified Parties”), from and against any and all claims, liabilities, damages, fines, penalties, costs and expenses, including reasonable attorneys’ fees, arising out of or resulting from the negligent acts or intentional misconduct
of Aegis, arising out of or in any way connected with the Services, unless such liability results from a written instruction or direction by Client. 

  

	 	c.	The party to be indemnified pursuant to this Section 12 will notify the indemnifying party within a reasonable time after receiving notice of a claim. Provided that the
indemnifying party defends any such claim, the indemnifying party will have control over the defense and settlement thereof. The party to be indemnified will furnish, at the indemnified party’s reasonable request and expense, information and
assistance necessary for such defense. 

  

	13.	 Termination. If either party materially breaches this Agreement and/or any Statement of Work (except for a default in payments to Aegis) and fails to cure
such default within 30 days after receiving written notice specifying the default, then the party not in default may terminate this Agreement and/or such Statement of Work as of the date specified in such notice. In the event that Client defaults in
the payment when due of any amount due to Aegis under any Statement of Work and does not cure such default within 10 days after being given written notice of such default, then Aegis may terminate that Statement of Work and each other Statement of
Work as of the date specified in such notice; for purposes of this sentence, amounts disputed in good faith only become due upon resolution of, and to the extent that, the dispute is resolved in favor of payment. Notwithstanding any such termination
by Aegis for nonpayment, Client agrees that it will be liable to, and promptly pay, Aegis for any and all unpaid fees and charges, including amounts disputed in good faith when and to the extent the resolution of the dispute is in favor of payment.
The rights acquired or obligations incurred by the parties thereto prior to any termination shall not be affected. In the event of any termination under this Section 13, Aegis shall be entitled to receive fees accrued and payable to it as of
the date of termination. Upon expiration or termination of this Agreement, Client and Aegis will, within 30 days, return to the other, or destroy all copies of Confidential 

	 	 
Information and will certify, in writing, delivery or destruction of all such Confidential Information and copies thereof. 

  

	14.	Cooperation. Client shall cooperate with Aegis by furnishing any information or performing any action reasonably requested by Aegis, which information or action is necessary
to the timely, and successful consummation of the transactions contemplated by this Agreement, including without limitation providing Aegis with Client’s Subscription Account Number with the National Do-Not-Call registry and all other
information reasonably requested by Aegis to ensure compliance with applicable law. 

  

	15.	Binding Nature and Assignment. This Agreement will be binding on the parties hereto and their respective successors and assigns, but neither party may assign this Agreement
without the other party’s prior written consent. 

  

	16.	Force Majeure. Except for Client’s payment obligation, each party will be excused from performance hereunder for any period and to the extent that it is prevented from
performing any services pursuant hereto, in whole or in part, as a result of an act of God, natural disaster, war, civil disturbance or other cause beyond its reasonable control and that it could not have prevented by reasonable precautions.

  

	17.	Notices. Notices provided for in this Agreement will be in writing and will be delivered by hand, by facsimile, by overnight mail or by certified mail, return receipt
requested, to the parties at the following addresses, or such other addresses either party may provide to the other party in writing: 

  
 If to Aegis Communications Group: 
  
 Aegis Communications Group, Inc. 
 8001 Bent
Branch Drive 
 Irving, Texas 75063 
 Fax No.: (972) 868-0218 
 Attn: Chief 
 Financial Officer 
  
 If to
Essar: 
  
 Essar Global Limited 
 c/o Essar Group 
 145 East 48th Street 
 New York,
New York 10017 

 If to Client: 
  

PharmaCare 
 8721 Airport Freeway

 North Richland Hills, TX 76180 
 Fax No: (817) 427.5213 
 Attn: Vice President, Customer Service 
  

	18.	Severability. If any provision of this Agreement is invalid or unenforceable, the Agreement will be construed as if such invalid or unenforceable provision was not included
and the remainder of the Agreement shall be enforced as written. 

  

	19.	Waiver. No provision of this Agreement will be deemed waived, amended or modified by either party unless such waiver, amendment or modification is in writing and signed by
the party against whom enforcement of the waiver, amendment or modification is sought. Any such amendment or modification will be binding with or without tender of consideration. A waiver by either of the parties of any of the covenants, conditions
or agreements to be performed by the other or any breach thereof will not be construed to be a waiver of any succeeding breach or of any other covenant, condition or agreement contained in this Agreement. 

  

	20.	Relationship of Parties. Aegis is performing pursuant to this Agreement only as an independent contractor. Aegis has the sole obligation to supervise, manage, contract,
direct, procure, perform or cause to be performed the Services, except as otherwise agreed upon by the parties. Nothing set forth in this Agreement will be construed to create the relationship of principal and agent, joint venture or partnership
between Client and Aegis. 

  

	21.	Survival. Expiration or termination of this Agreement for any reason will not release either party from any liabilities or obligations set forth in this Agreement that
(a) the parties have expressly agreed will survive any such expiration or termination, or (b) remain to be performed or by their nature would be intended to be applicable following any such expiration or termination.

  

	22.	Entire Agreement. This Agreement and each Statement of Work, together with each exhibit and attachment attached hereto or thereto, constitute the entire agreement between the
parties and supersedes any and all prior or contemporaneous oral and written communications, understandings or agreements relating to the subject matter hereof. 

  

	23.	Governing Law. This Agreement will be governed by and construed in accordance with the laws, other than choice of law rules, of the State of Texas. 

 

	24.	Ownership. Title to and ownership of all systems, software, documentation, utilities, tools, methodologies, specifications, techniques and other materials, know-how, and
hardware owned by Aegis or in the possession of Aegis prior to the Effective Date of this Agreement and used and developed by Aegis in connection with providing the Services, together with the intellectual property rights therein, shall remain with
Aegis. 

  

	25.	 Non-Solicitation. Neither party may hire or solicit the hiring of, directly or indirectly, the other party’s employees during the term of this Agreement
and for one year after its conclusion. The parties further agree that in the event of any actual or threatened breach of the provisions of this Section 25, the non-breaching party shall be entitled (in addition to any and all other rights and
remedies at law or in equity for damages or otherwise, which rights and remedies are and shall be 

	 	 
cumulative) to specific performance, a temporary restraining order, or an injunction to prevent such breach or contemplated breach. Notwithstanding anything
to the contrary herein, following the completion of the initial term in Statement of Work No. 1, Client has the option, but not the obligation, to make employment offers to the Aegis production employees trained on Client’s project
described in Statement of Work No. 1. 

  

	26.	Publicity. Except as may be reasonably necessary to comply with the federal securities laws, neither party shall publicize any aspect of this agreement without the prior
written consent of the other party. 

  

	27.	Authorization. This Agreement is effective only when signed by the one of following executive officers of Aegis: the President, CEO, Chief Financial Officer or EVP
Operations. 

  
 IN WITNESS WHEREOF, each party has caused its
authorized representative to execute this Agreement as of the Effective Date. 
  

			
	AEGIS COMMUNICATIONS GROUP, INC.
		
	 By:
	 	 /s/ Kannan Ramasamy

	 Name:
	 	 Kannan Ramasamy

	 Title:
	 	 President and Chief Executive Officer

	
	ESSAR GLOBAL LIMITED
		
	 By:
	 	 /s/ Pramod Saxena

	 Name:
	 	 Pramod Saxena

	 Title:
	 	 
	
	PHARMACARE MANAGEMENT SERVICES, INC.
		
	 By:
	 	 /s/ John Wardle

	 Name:
	 	 John Wardle

	 Title:
	 	 Senior Vice President, Marketing

 Attachment 1 
  
 LANDLORD CERTIFICATION OF LEASE EXTENSION 

 Attachment 2 
  
 ESSAR DOCUMENTATION OF EFFORTS TO IMPLEMENT THE ESSAR LC AND TO FUND 
 THE WORKING CAPITAL REQUIREMENTS AND RAMP UP EXPENSES OF AEGIS 
 RELATING TO THE SERVICES TO BE PROVIDED TO CLIENT UNDER THE AGREEMENT 

 Attachment 3 

 Attachment 4Master Services Agreement

 Exhibit 10.65 
  
 MASTER SERVICES AGREEMENT 
  
 This agreement (this “Agreement”), effective as February 14, 2005 (the “Effective Date”), is entered into by and between Aegis Communications
Group, Inc., with offices located at 8001 Bent Branch Dr., Irving, Texas 75063 (hereinafter referred to as “Aegis”), and Aegis BPO Services Limited, with offices located at No. 7, Beta Tower, Fifth Floor/Sigma Soft Tech
Park/Whitefield Main Road/Bangalore, India -560066 (hereinafter referred to as “BPO”). Aegis and BPO are referred to herein individually as a “Party,” and collectively, as the “Parties.” 
  
 WHEREAS, Aegis is engaged in the business of
providing telephone services to its customers; and 
  
 WHEREAS, BPO is in
the business of providing telephone services on a subcontract basis, quality assurance monitoring services, software development services and other back-end office functions; and 
  
 WHEREAS, Aegis and BPO desire to enter into this Agreement setting forth the terms and conditions pursuant to which Aegis will
purchase from BPO, and BPO will provide to Aegis, such services as may be requested by Aegis from time to time. 
  
 NOW, THEREFORE, BPO and Aegis hereby agree as follows: 
  

	1.	The Services. 

  

	1.1	Services. BPO agrees to provide to Aegis the services as they are described on the statements of work attached hereto (“Services”) as such statements of work may be
executed from time to time by both Parties to this Agreement (each a “Statement of Work”). Each Statement of Work shall be consecutively numbered and shall specifically incorporate this Agreement by reference. Services shall be provided in
accordance with the provisions of this Agreement and the applicable Statement of Work. BPO shall provide all Services under this Agreement and shall not subcontract any portion of the Services without Aegis’s express written consent. To the
extent any terms of the Agreement conflict with the terms of any Statement of Work, the terms of this Agreement shall govern, unless the Statement of Work explicitly provides that the terms of the Statement of Work shall govern.

  

	1.2	Customers. BPO agrees to provide the Services with respect to actual and potential users of Aegis’s customers’ products and services as set forth in specific
Statements of Work. 

  

	1.3	Hours of Operation. BPO will provide the Services during the hours of operation identified on the Statements of Work. 

  

	1.4	Change in Services. Material changes in the scope of the Services may be effected from time to time during the term of this Agreement by a written amendment to this Agreement
or the applicable Statement of Work, provided such amendment is signed by Aegis and BPO. Except as expressly modified by the Parties, each such amendment shall be subject to all of the provisions of this Agreement. 

  

	2.	Facilities, Systems and Methods. 

  

	2.1	Facilities. BPO’s facilities described in Schedule A, are the only facilities that will be utilized by BPO to provide the Services (the “Designated
Facilities”). BPO is solely responsible for taking all steps necessary (at its own cost and expense) to ensure that the Designated Facilities are available for providing the Services during the entire term of this Agreement. The Designated
Facilities may not be changed during the term of this Agreement without Aegis’s prior written consent, which will not be unreasonably withheld. BPO shall be solely responsible for all costs and expenses arising out of or relating to any
relocation of the Designated Facilities. BPO shall ensure that the Designated Facilities are physically secure and that all customer data contained therein is secure from compromise. 

  

	2.2	Systems. The Services shall be provided by telephone and other means as directed by Aegis. If requested by Aegis, BPO will utilize Aegis’s proprietary systems
(“Systems”) in order to provide the Services and in such cases Aegis shall provide BPO with appropriate access to its Systems, including licenses, if applicable, in order for BPO to perform the Services. BPO is solely responsible for
furnishing all equipment, software, systems, tools, documentation, licenses, permits, approvals, supplies and other tangible and intangible items necessary or used to access the Systems and perform the Services and its obligations under this
Agreement. Except as otherwise agreed to in writing by Aegis, BPO is solely responsible for all costs and expenses arising out of or relating to the provision of the Services and all other resources required for BPO to perform its obligations under
this Agreement. 

  

 1 

	2.3	Methods. In performing its obligations under this Agreement, and as requested by Aegis, BPO agrees to utilize any processes, procedures, systems and methods specified by
Aegis to BPO. 

  

	3.	Service Levels and Acceptance. 

  

	3.1	Service Level Guarantees. BPO agrees to meet or exceed each of the service level guarantees described in the applicable Statement of Work (the “Service Level
Guarantees”). 

  

	3.2	Monitoring Performance. BPO understands and agrees that the Service Level Guarantees are necessary to ensure appropriate performance under this Agreement, and that
Aegis’s ability to monitor BPO’s performance under this Agreement is critical to ensuring that Aegis and its customers receive the required level of service. BPO agrees to implement such procedures and processes as may be necessary, in
Aegis’s reasonable discretion and according to agreed to Aegis methods, to monitor and record its compliance with the Service Level Guarantees on an on-going basis throughout the term of this Agreement. Aegis reserves the right to test or
monitor BPO’s performance of this Agreement by whatever means Aegis deems appropriate and with or without notifying BPO, such testing or monitoring possibly including (without limitation) using designated third parties to conduct such testing
and monitoring activities, inspecting the Designated Premises on an unannounced basis, reviewing phone calls and recordings of phone calls, and the use of remote monitoring capabilities to listen to BPO’s TSRs on a random basis. Aegis may also
solicit feedback from potential customers by means of surveys or otherwise to monitor for quality of calling as determined by the potential customer. The results of any monitoring activities conducted by Aegis (or its designated parties) shall be
conclusive in determining whether BPO has met or exceeded each of the Service Level Guarantees. As and when requested by Aegis, BPO agrees to provide Aegis with copies of all records regarding BPO’s performance under this Agreement, which will
include phone records and such other information and records as Aegis may request. BPO agrees that for any Services performed for Aegis, it shall provide, and actively use, an Aegis approved monitoring tool (e.g., Witness) that is equipped to
monitor calls with both voice and screen capture. 

  

	3.3	Acceptance. BPO shall submit deliverables as required by an applicable Statement of Work (each, a “Deliverable”) to Aegis on or before the delivery date set forth
in a Statement of Work. Within the period of time specified in a Statement of Work, Aegis shall approve or disapprove the Deliverable in accordance with the process and criteria set forth in the Statement of Work. Aegis shall describe in any
disapproval the ways in which the Deliverable fails to conform to the established requirements or specifications set forth in the Statement of Work. Aegis may also suggest corrections or improvements that may cause the Deliverable to pass
acceptance. BPO shall resubmit the Deliverable to Aegis for approval as provided in this Section, within the period of time specified in a Statement of Work. This process will continue until (a) Aegis accepts the Deliverable, or (b) Aegis
reasonably rejects the Deliverable three times. If Aegis rejects any Deliverable three times, BPO shall use its best efforts to ensure that the Deliverable meets the acceptance criteria. If Aegis again rejects the Deliverable after such best
efforts, then (x) Aegis shall return the rejected Deliverable and BPO shall promptly refund to Aegis all fees paid for the rejected Deliverable, (y) in addition to any other remedies available to Aegis, the portion of the Statement of Work
related to the rejected Deliverable will automatically terminate, and (z) at Aegis’s option, Aegis may return each Deliverable that reasonably depends on the rejected Deliverable, and BPO shall promptly refund to Aegis all fees paid for
such returned Deliverable (by way of example and not as a limitation, if Aegis accepts a software module but later rejects the base software application for which the module was designed, then Aegis may receive a refund of all fees paid for the base
software application and the module, notwithstanding the prior acceptance). Aegis may extend the period of time for resubmission of the Deliverable if BPO submits a written request outlining the specific reasons why BPO cannot comply with the
requirements together with BPO’s proposed alternative schedule for resubmission of the Deliverable. Aegis’s approval of a Deliverable only indicates that Aegis has reviewed the Deliverable and detected no errors or omissions sufficient
enough to warrant the withholding or denial of payment, if any, for such Deliverable. Aegis’s approval of a Deliverable does not discharge BPO’s obligation to provide Deliverables that as a whole conforms to the applicable requirements and
specifications. 

  

	4.	Additional Obligations of BPO. 

  

	4.1	 Standard of Care. BPO agrees to perform the Services with professional diligence and care. BPO’s performance shall in no event be less than that which
is consistent with standards which Aegis deems appropriate and as specified in the applicable Statement of Work and this Agreement. BPO shall perform the Services efficiently, without unnecessary idleness by personnel of BPO performing the Services.
BPO shall not 

  

 2 

	 	 
make any disparaging remarks, comments, press or news releases, or other disparaging communications about Aegis or its customers to any party, whether oral,
written or other reproducible form. In no event will either Party make representations or warranties on the other Party’s behalf, or purport to act as an agent of the other Party for any purpose, and all information provided or distributed by
either Party to any party or through any media shall conform to such information as the other Party may have provided. 

  

	4.2	Compliance. 

  

	 	(a)	Laws. BPO represents and warrants that it is familiar with all applicable international, federal, provincial, and local laws, regulations, and codes related to the provision
of the Services (including, but not limited to, (i) the Telemarketing and Consumer Fraud and Abuse Protection Act and the Telephone Consumer Protection Act; (ii) all regulations promulgated by the Federal Communications Commission and the
Federal Trade Commission, including the Telemarketing Sales Rule and the registration and compliance obligations associated with the United States Do Not Call Registry; (iii) all state laws and regulations regarding oral and written
disclosures, requesting permission to continue, handling of negative responses, handling and recording Do Not Call Requests, time-of-day and other calling restrictions, bonding, registration and licensing; and (iv) all then current State
Telephone Marketing Laws. BPO agrees that it will comply with all applicable laws, regulations, and codes in the performance of the Services pursuant to this Agreement. BPO shall notify Aegis in a timely manner regarding changes in laws and
regulations, which may affect BPO’s provision of or Aegis’s use of the Services. At Aegis’s sole discretion, Aegis may revise any Statement of Work to modify the Services in order to conform to changes in such laws, regulations,
rules, procedures and policies. BPO agrees to indemnify, defend and hold harmless Aegis, its officers, directors, and employees from and against any and all claims, losses, demands, actions, administrative proceedings, liabilities and judgments,
including reasonable attorneys’ fees and expenses, arising from BPO’s failure to comply with the provisions of this Section. 

  

	 	(b)	Do Not Call Requests. As used herein, a “Do Not Call Request” is a request, whether written or oral, from a recipient of a call in which the recipient asks that BPO
or Aegis refrain from calling the recipient in the future and/or asks that the recipient’s name be added to a Do Not Call list. Prior to conducting any out-bound telephone-related Services required by this Agreement, BPO shall process any
customer-provided list or Aegis-provided list against the National Do Not Call Registry, utilizing the appropriate Subscriber Account Number (“SAN”) based on origination of the list (i.e., Aegis-provided lists must be processed with the
Aegis SAN and customer-provided lists must be processed with the customer’s SAN). and remove from such list the names and phone numbers of any individuals contained therein, as well as the names and phone numbers of any individuals that had
previously given BPO a Do Not Call Request as a result of calls made by BPO during its telemarketing efforts. Additionally, BPO shall ensure the calling lists are processed against the appropriate wireless suppression lists, and that where business
calls are being managed, Do Not Call Request(s) are appropriately processed internally. If during the course of a call on behalf of an Aegis customer a call recipient makes a Do Not Call Request, the BPO employee or call representative shall record
the name and phone number of the call recipient, and BPO shall provide Aegis with a list of all such Do Not Call Requests received when providing the Services. The provisions of this Section 4.2 in no way limit BPO’s obligations under
Section 4.1. 

  

	4.3	 Record-Keeping and Audit Rights. BPO agrees to create and retain such records as may be necessary to verify (a) its compliance with the provisions of
this Agreement and (b) amounts owed by Aegis pursuant to this Agreement. Such records will be maintained for the entire term of this Agreement and for three years thereafter in a format and medium reasonably designed to allow Aegis to receive
and review such records in a reasonably timely manner. For the sole purpose of ensuring compliance with the Agreement, Aegis (or its representative) will have the right to conduct a reasonable and necessary inspection of portions of the reports,
books and records of BPO which are relevant to BPO’s performance pursuant to this Agreement. Any such audit may be conducted after twenty (20) business days prior written notice to BPO. Aegis shall bear the expense of any audit conducted
pursuant to this Section, unless such audit shows an error in BPO’s favor amounting to a deficiency to Aegis in excess of one percent (1%) of the reported productive hours committed to Aegis, in 

  

 3 

	 	 
which event BPO shall bear the reasonable expenses of the audit. BPO shall pay Aegis the amount of any deficiency discovered by Aegis within thirty
(30) days after receipt of notice thereof from Aegis. 

  

	4.4	Personnel. BPO agrees that all personnel used by BPO to perform the Services will be competent and adequately trained by BPO to perform the Services in accordance with the
provisions of the applicable Statement of Work and this Agreement. BPO shall perform commercially reasonable background checks on all personnel assigned by BPO to provide the Services under this Agreement. At Aegis’s request, BPO shall remove
from performing the Services any personnel who, in Aegis’s reasonable opinion, is unsatisfactory for servicing Aegis’s needs. Unless both Parties agree otherwise in writing, personnel assigned by BPO to provide the Services under this
Agreement shall not be assigned to projects for BPO’s other customers during the time they are providing the Services for Aegis, and shall be dedicated solely to Aegis’s Services. 

  

	4.5	Training. BPO agrees to participate in an Aegis approved training program designed to educate BPO’s personnel in the processes, procedures, systems and methods to be
used in providing the Services. 

  

	4.6	Telecommunications. BPO shall equip the Designated Facilities with all hardware, software, connectivity (including connections for voice and data) and systems necessary to
perform its obligations under the terms of this Agreement. BPO agrees, as may be reasonably requested by Aegis, to provide access to the Designated Facilities for purposes of allowing Aegis to install, operate and maintain communications equipment
and systems at the Designated Facilities, and to provide a secure and properly ventilated location for such communications equipment and systems. BPO agrees to provide real-time capability for Aegis to monitor all call traffic at the Designated
Facilities as well as the provision of the Services. BPO shall comply with any and all telecommunication quality escalation processes provided by Aegis. 

  

	4.7	Disaster Recovery. BPO shall supply Aegis with a copy of its written disaster and recover plan (the “Disaster Avoidance and Recovery Plan”). BPO shall implement and
is maintain such Plan throughout the term of this Agreement. BPO’s Disaster Avoidance and Recovery Plan shall be actively reviewed on a quarterly basis and updated during the term of this Agreement. BPO’s Disaster Avoidance and Recovery
Plan shall contain procedures designed to safeguard Aegis and its customers’ data and the availability of the Services, throughout the term of this Agreement. Such Disaster Avoidance and Recovery Plan shall include, without limitation, the
following: 

  

	 	(a)	Fire Protection. BPO represents that the fire protection system at BPO site(s) consists of the appropriate type and quality of equipment required to provide effective fire
protection and that it is regularly reviewed and updated, and that the system currently consists of smoke detectors (with remote enunciators and zone indicators), automatic sprinkler systems, and a two-part halon system in any computer areas. BPO
further represents that each room at BPO site(s) has its own supply of halon and all BPO Service Location(s) computer rooms have a second halon system to provide backup. BPO represents that water detection devices and drains are installed under all
raised floor areas. 

  

	 	(b)	Power Supply. BPO shall maintain multiple levels of power backup designed to provide uninterrupted operation of BPO equipment in the event of a loss of power. BPO shall
maintain multiple feeds to BPO site(s) from different processing stations of the local power company that furnishes the main power to BPO site(s). BPO shall maintain two levels of uninterrupted power systems to provide smooth transition to the use
of BPO’s alternative energy sources (e.g., diesel generators) in the event of an extended power company outage. 

  

	 	(c)	Equipment/Air Conditioning. BPO shall maintain multiple levels of protection against loss of cooling, including a primary backup system which shall provide adequate backup
cooling capacity, and a secondary backup system, which shall be capable of providing continuous cooling during a power outage so as to maintain equipment at all times within the tolerances specified by the appropriate manufacturer.

  

	 	(d)	Computer Equipment. BPO agrees that BPO site(s) shall maintain the appropriate backup equipment that is capable of maintaining operations in the event of hardware failures at
BPO site(s). In addition, BPO agrees that it will maintain at BPO site(s) detailed, written recovery procedures which its personnel are familiar with and which enable BPO personnel to switch to backup hardware expeditiously.

  

	 	(e)	Testing. BPO agrees that its disaster recovery testing will be performed at BPO site(s) twice per year. The testing shall include, but not be limited to, testing of hardware,
installation and operation of all Systems, processing of data and generation of reports, and testing of telecommunications facilities. 

  

 4 

	 	(f)	Recovery Procedures. BPO shall maintain appropriate recovery procedures and automated recovery tools for a call center operations facility. 

  

	 	(g)	Off-Site Data Vaulting. BPO shall store daily a current copy of data and system files on magnetic media in damage resistant, fire proof vaults at an off-site facility. The
off-site facility shall be guarded twenty-four (24) hours a day, seven (7) days a week. BPO shall also maintain a tape management system, manual or otherwise, which controls the daily process of vaulting files. 

  

	 	(h)	Operations Interruptions. In the event of any unplanned or unscheduled interruptions of the operations of, or accessibility to, BPO site(s), BPO shall use its commercially
reasonable best efforts to restore service to Aegis as expeditiously as possible. BPO shall notify Aegis at least 10 minutes prior to any unscheduled interruptions. BPO shall notify Aegis at least within two minutes of occurrence of any unplanned
interruptions. 

  

	 	(i)	Time Frames For Recovery. The time frames for restoration of Aegis’s service will vary according to the nature and magnitude of the disaster event, the availability of
replacement equipment for drop-shipment and the speed with which alternate telecommunication circuits can be made available. BPO shall use commercially reasonable best efforts to work with telecommunications carriers and equipment vendors to restore
service as expeditiously as possible. 

  

	 	(j)	Maintenance Of Safeguards. In addition to those requirements specifically set forth in this Agreement, BPO agrees that it shall maintain safeguards throughout the term of
this Agreement against destruction, loss, or alteration of Aegis’s data, which are no less rigorous than those in effect at other similar BPO site(s) as of the Effective Date of this Agreement. 

  

	4.8	Information Security. BPO shall at all times implement and maintain commercially reasonable technical and organizational security measures as are appropriate in the
circumstances to protect data against unauthorized or unlawful processing, disclosure, accidental loss, destruction or damage. Such measures shall include, by way of example and not limitation, firewalls, intrusion detection systems, locking file
cabinets, and other appropriate physical and electronic security mechanisms, including current revisions of all software releases and all software patches. Within 90 days from the Effective Date, BPO shall have adequate security audits in place, and
BPO shall submit evidence of passing an annual security audit acceptable to Aegis. 

  

	4.9	Obligation to Replace; Fee Adjustment. In the event that BPO’s provision of the Services and/or a Deliverable, is, or in Aegis’s reasonable opinion is likely to be,
(i) enjoined, or (ii) found to infringe upon or misappropriate the intellectual property rights of any party, BPO shall, with Aegis’s consent and at BPO’s own cost and expense and in such a manner as to minimize disturbance to
Aegis’s business activities: (a) obtain for Aegis the right to continue using the Services and each affected Deliverable; or (b) modify the Services and each affected Deliverable so that it is no longer infringing (provided that such
modification does not adversely affect Aegis’s intended use as contemplated by this Agreement); or (c) replace the Services and each affected Deliverable with a non-infringing functional equivalent. In addition to the remedies set forth
above, BPO shall remain responsible for providing Services and Deliverables in accordance with each Statement of Work and this Agreement. If BPO is unable to provide a Deliverable and/or Services or to implement a work around for the provision of
such Deliverable and/or Services, then Aegis may, upon notice to BPO, obtain from a party or itself provide such Deliverable and those Services which BPO failed to provide, and Aegis may, in its sole discretion, either (x) make an equitable
adjustment to the fees or (y) terminate the applicable Statement of Work and/or this Agreement according to the provisions of Section 7.2 of this Agreement. In the event that any intellectual property provided to BPO by Aegis for the
provision of the Services is found to infringe upon or misappropriate the intellectual property rights of any party, BPO shall be excused from performing the Services affected by such infringement until Aegis replaces such property with a
non-infringing functional equivalent. 

  

	4.10	Non-Solicitation. During the term of this Agreement and for twelve (12) months thereafter, BPO shall not solicit for employment any employee of Aegis or its affiliates
who (a) directly performed under this Agreement, (b) had substantial contact with BPO in relation to this Agreement, or (c) BPO became aware of solely due to, or derived from information learned through the performance of this
Agreement. For this purpose, “solicitation” does not include contact resulting from indirect means such as public advertisements, placement firm searches or similar means not directed specifically at the employee to which the employee
responds on his or her own initiative. The Parties acknowledge and agree that a breach of this “Non-Solicitation” clause shall not give rise to a right of termination of this Agreement; the Party not in breach shall only have the
right to equitable relief and/or recovery of direct damages from the breaching Party. 

  

 5 

	4.11	Non-Compete. BPO shall not sell or attempt to sell or provide services directly to any customer of Aegis during the term of this Agreement and for the twelve (12) month
period immediately following the end of the term of this Agreement. 

  

	5.	Customer Member Information, Security and IP Ownership. 

  

	5.1	Aegis Member Information. In connection with the Services, Aegis may provide BPO with names, addresses, telephone numbers and other verification information of Aegis
customers (“Customer Member Information”). Aegis’s customers own all right, title and interest in and to the Customer Member Information and any additional information provided by any call recipient during the course of a call. BPO
shall take no right, title or interest in and to such Customer Member Information and BPO shall not otherwise impair or challenge the rights of Aegis’s customer in such Customer Member Information. BPO unconditionally warrants that BPO will not
disclose, transfer, duplicate, reproduce, or retain the Customer Member Information in any form, nor shall BPO permit any agent, contractor or party (collectively “Subcontractors”) to do so, except in the computer processing activity
necessary to obtain the names in a usable form for BPO’s performance of the Services, immediately after which the Customer Member Information shall be completely erased from all storage devices upon which they reside. Upon completion of the
Services, BPO shall return the Customer Member Information to Aegis or its designee. 

  

	5.2	Security. It is understood and agreed that the Customer Member Information has been and will be monitored to prevent improper and unauthorized use of the Customer Member
Information, by combinations of one or more methods of computer control and/or planted and/or varied, names and addresses, or a combination of these and others; to all of which BPO consents and agrees. 

  

	5.3	Intellectual Property. 

  

	 	(a)	Ownership. Except as otherwise explicitly set forth in a Statement of Work, all Deliverables and work product of any kind, tangible or intangible, developed by or contributed
to by BPO (including subcontractors) solely and exclusively in connection with this Agreement or with the use of Aegis resources, and all related patents, copyrights and other intellectual property rights, shall be the exclusive property of Aegis,
shall be considered a work made for hire to the extent permissible under applicable law and is otherwise hereby assigned to Aegis. Such Deliverables and work product may include, but are not limited to, software applications, computer programs,
literary articles, factual compilations, recordings, video tapes, multi-media content, images, musical work, sounds, algorithms, protocols, diagrams, methods, papers, documents, letters, memoranda, tape recordings, drawings and records of any sort
as well as ideas, expressions, inventions, discoveries, improvements, developments and information. 

  

	 	(b)	Cooperation. BPO will promptly execute such applications, assignments and other instruments and provide such cooperation reasonable requested by Aegis to give full effect to
the provisions of this Section 5.3. 

  

	 	(c)	Other rights. If BPO has any rights, including without limitation moral rights, in any work product that cannot be assigned, BPO agrees to waive enforcement worldwide of such
rights against Aegis. In the event that BPO has any such rights that cannot be assigned or waived, BPO hereby grants to Aegis an exclusive, worldwide, irrevocable, perpetual license to use, reproduce, distribute, create derivative works of, publicly
perform and publicly display the work product in any medium or format, whether now known or later developed. BPO warrants and covenants that it has caused or shall cause each of its employees and contractors, before they do any work in connection
with this Agreement, to enter into written agreements necessary to carry out and provide for the full intent of this paragraph, will make Aegis a party beneficiary of such agreements and will deliver fully signed copies of same prior to commencement
of work by such persons or entities on behalf of Aegis. 

  

	5.4	 Computer Viruses. To the extent BPO personnel access Aegis’s computer systems, or provide Deliverables in electronic form, in each case in performing
Services, BPO shall not code or introduce into any Deliverable or those systems any Computer Virus, and shall use industry standard virus scanners (updated with the then-most current virus signatures and data sets) to scan all Deliverables
immediately prior to delivering them to Aegis. In the event a Computer Virus is found to have been introduced into Aegis’s computer systems by BPO or its 

  

 6 

	 	 
personnel, BPO shall use all reasonable commercial efforts, at no additional charge, to assist Aegis in reducing the effects of the Computer Virus and, if
the Computer Virus causes a loss of operational efficiency or loss of data, to assist Aegis to the same extent to mitigate and reduce such losses. “Computer Virus” means any undocumented malicious data, code, program, or other internal
component (e.g., computer worm, computer time bomb or similar component), which could damage, destroy, alter or disrupt any computer program, firmware or hardware or which could, in any manner, reveal, damage, destroy, alter or disrupt any data or
other information accessed through or processed by Aegis’s, or Aegis’s franchisees’ computer systems in any manner. 

  

	6.	Payment for the Services. 

  

	6.1	Monthly Fee. During the term of this Agreement and any Renewal Period or Transition Period, Aegis agrees to pay a monthly invoice in arrears for the Services based upon the
rates for Services described in the Statements of Work. BPO will provide Aegis with a monthly invoice describing the volume, rates, and hourly charges for the Services, along with back-up detail and any other information that Aegis may request from
time to time. Subject to Aegis’s review and verification of the information contained therein and any required adjustments, Aegis agrees to pay non-Disputed Amounts on each such invoice within forty-five days after it receives such invoice.
“Disputed Amounts” shall mean invoice amounts that are subject to a bona fide dispute raised by Aegis in a writing sent to BPO within 30 days after the date of an invoice therefore and with respect to which Aegis is making reasonable,
diligent and good faith efforts to resolve. Notwithstanding any such dispute, BPO agrees to continue to provide the Services pending resolution of any such Disputed Amounts issues. 

  

	6.2	Withholding. BPO will be solely liable for all taxes, federal, state, local and otherwise, on any and all amounts paid to BPO by Aegis. 

  

	7.	Term and Termination. 

  

	7.1	Term. The term of this Agreement will commence on the Effective Date and will continue indefinitely thereafter, until terminated as set forth below. 

 

	7.2	Termination. Either Party may terminate this Agreement or any Statement of Work, for cause in the event that the other Party fails to cure a material breach of this Agreement
within 30 days after receiving written notice thereof. Without limiting the foregoing, Aegis may terminate this Agreement immediately if BPO (a) ceases to do business in the normal course, (b) becomes or is declared insolvent or bankrupt,
(c) is the subject of any proceeding related to its liquidation or insolvency (whether voluntary or involuntary) which is not dismissed within 90 calendar days, or (d) makes an assignment for the benefit of creditors. Additionally, if
Aegis’s customer terminates its agreement with Aegis, Aegis may terminate any Statement of Work that is impacted by such termination upon 15 days written notice to BPO. 

  

	7.3	Post-Termination Obligations. Following any termination of this Agreement, BPO shall return to Aegis all products, software, systems, documentation, product and service
information, equipment, all the customer service systems provided by Aegis, and all other tangible or intangible items of Aegis then in BPO’s possession or control, including without limitation any items provided by Aegis pursuant to
Section 5.1 of this Agreement. In connection with any termination or non-renewal of this Agreement (other than termination by BPO due to Aegis’s material breach), BPO agrees to assist Aegis with a smooth and efficient transition of the
Services to another vendor or to Aegis or one of its affiliates. Such transition shall be for a period of up to six months following any termination of this Agreement (the “Transition Period”), which shall include (without limitation)
(a) such reasonable assistance, advice and training as Aegis may request, (b) the assignment or sublicensing of any party licenses used by BPO in providing the Services, (c) BPO making available to Aegis on reasonable terms any third
party services being used by BPO in providing the Services, (d) BPO continuing to perform the Services during the Transition Period, and (e) such other reasonable assistance as Aegis may request. Unless otherwise agreed to by the Parties,
BPO’s performance of the Services and Aegis’s payment therefore during the Transition Period shall be governed by the provisions of this Agreement. If Aegis requests additional personnel and resources for the Transition Period, BPO will
use its commercially reasonable best efforts to provide such additional personnel and resources under terms reasonably acceptable to Aegis. 

  

 7 

	8.	Relationship Management. 

  

	8.1	BPO Relationship Manager. For each Statement of Work, BPO will appoint a relationship manager to manage the relationship established by this Agreement (the “BPO
Relationship Manager”) who will: (a) have overall managerial responsibility for the Services; (b) attend all Aegis regularly scheduled executive level meetings and planning sessions as requested by Aegis; (c) serve as BPO’s
primary liaison with Aegis for the transactions contemplated herein; (d) coordinate, oversee, and monitor BPO’s performance of the Services with the applicable BPO managers responsible for such performance; and (e) write and speak
English fluently. 

  

	8.2	Aegis Relationship Manager. Aegis will appoint a relationship manager to manage the relationship established by this Agreement (the “Aegis Relationship Manager”)
who will: (a) have overall managerial responsibility for Aegis’s responsibilities under this Agreement; (b) serve as the primary liaison with BPO Relationship Manager; and (c) be able to call upon the experience, expertise and
resources of Aegis as may reasonably be needed to properly perform its duties hereunder. 

  

	8.3	Relationship Manager Communications. Promptly following the Effective Date, each Party shall provide the other Party with the name, telephone number, facsimile number and
electronic mail address of their respective Relationship Manager for all matters relating to this Agreement. In addition to BPO Relationship Manager, BPO shall provide the name, telephone number, facsimile number and electronic mail address of BPO
contacts to whom any outage or latency problems are to be directed. All significant communications relating to this Agreement will be directed to the principal contact person for each Party. Either Party may change their principal contact person at
any time during the term of this Agreement by notifying the other Party of such change. 

  

	8.4	Periodic Reports and Meetings. BPO agrees to provide Aegis with daily reports of its performance under this Agreement in form and substance acceptable to Aegis. Aegis will
provide BPO with periodic feedback regarding BPO’s performance at such times and in such form, as Aegis deems appropriate. The Parties agree to meet on a quarterly basis during the term of this Agreement at a time and location determined by
Aegis to review and discuss the performance of the Services under this Agreement and related matters such as planning, forecasting, new services and such other matters as Aegis deems appropriate. Minutes shall be kept by BPO of what is discussed at
each such meeting, and copies of such minutes shall be distributed to the Parties as soon as reasonably possible after each meeting. 

  

	9.	Confidentiality. 

  

	9.1	Definition. “Confidential Information” means any confidential or proprietary information of a Party that is disclosed in any manner, including oral or written,
graphic, machine readable or other tangible form, to the other Party in connection with or as a result of discussions related to this Agreement, and which at the time of disclosure either (a) is marked as being “Confidential” or
“Proprietary,” (b) is otherwise reasonably identifiable as the confidential or proprietary information of the disclosing Party, or (c) under the circumstances of disclosure should reasonably be considered as confidential or
proprietary information of the disclosing Party. Confidential Information includes the existence, terms and conditions of this Agreement. 

  

	9.2	Treatment and Protection. Each Party agrees (a) to hold in strict confidence all Confidential Information of the other Party, (b) to use such Confidential
Information solely to perform or to exercise its rights under this Agreement, and (c) not to transfer, display, convey or otherwise disclose or make available all or any part of such Confidential Information to any third party. The receiving
Party agrees to comply with any confidentiality agreements between the disclosing Party and any third party related to confidential or proprietary information of such third party. Each Party shall take all measures necessary to protect against the
disclosure or use of the Confidential Information as it takes to protect its own proprietary or confidential information (but in any case no less than reasonable measures). 

  

	9.3	No Publicity. Neither Party will issue a press release, advertisement or public statement concerning the existence of this Agreement, its contents or the transactions
contemplated by it without the express written consent of the other, which will not be unreasonably withheld. 

  

	9.4	Remedies Upon Breach. Each Party agrees that the other Party shall have no adequate remedy at law if there is a breach or threatened breach of this Section 9 and,
accordingly, that either Party shall be entitled (in addition to any legal or equitable remedies available to such Party) to seek injunctive or other equitable relief to prevent or remedy such breach. 

  

	9.5	 Exclusions. The term “Confidential Information” shall not include information that is: (a) in the public domain through no fault of the
receiving Party or of any other person or entity that is similarly contractually or otherwise obligated; (b) obtained independently from a third party without an obligation of confidentiality to the disclosing 

  

 8 

	 	 
Party and without breach of this Agreement; or (c) independently developed by the receiving Party without reference to the Confidential Information of
the disclosing Party. 

  

	9.6	Disclosures Required by Law. The receiving Party may disclose the Confidential Information of the other in response to a valid court order, law, rule, regulation (including
any securities exchange regulation), or other governmental action provided that (a) the disclosing Party is notified in writing prior to disclosure of the information, and (b) the receiving Party assists the disclosing Party, at the
disclosing Party’s expense, in any attempt by the other to limit or prevent the disclosure of the Confidential Information. 

  

	9.7	Return or Destruction. Upon the termination or expiration of this Agreement or upon the earlier request of the disclosing Party, the receiving Party shall (a) at its own
expense, (i) promptly return to the disclosing Party all tangible Confidential Information (and all copies thereof) of the disclosing Party, or (ii) upon written request from the disclosing Party, destroy such Confidential Information and
provide the disclosing Party with written certification of such destruction, and (b) cease all further use of the other Party’s Confidential Information, whether in tangible or intangible form. 

  

	10.	Indemnity and Limitation of Liability. 

  

	10.1	Indemnity. BPO shall indemnify, defend and hold harmless Aegis and its customers, and their respective officers, shareholders, directors, employees and agents (collectively,
the “Aegis Indemnified Parties”), from and against any and all third party claims, demands, proceedings, suits and actions, including any related liabilities, obligations, losses, damages, fines, judgments, settlements, expenses (including
attorneys’ and accountants’ fees) and costs (each, a “Claim” and collectively, “Claims”), incurred by, borne by or asserted against any of the Aegis Indemnified Parties to the extent such Claims in any way relate to,
arise out of or result from: (a) any intentional or willful conduct or negligence of any employee or subcontractor of BPO, (b) breach of any representation, warranty or covenant of BPO contained herein, (c) any defect in a Deliverable
or the Services, or (d) any actual or alleged infringement or misappropriation of any third party’s intellectual property rights by any Deliverable or any of the Services. 

  

	10.2	Limitation of Liability. Except with regard to Claims arising under Section 9 (Confidentiality), damages for property damage, personal injury, infringement or wrongful
abandonment of the Services, and the indemnification obligations contained in this Agreement, with respect to each of which liability will not be limited pursuant to this Section 10.2, in no event will either Party be liable to the other Party
for any indirect, incidental, special, consequential or punitive damages, including (without limitation) loss of profit, income or savings, even if advised of the possibility thereof. 

  

	11.	General. 

  

	11.1	Relationship of Parties. The Parties are and shall be, with respect to the subject matter of Agreement, independent contractors of one another and nothing herein shall be
deemed to create an agency, partnership, employment, or joint venture relationship between the Parties. Nothing in this Agreement precludes Aegis from retaining the services of other persons or entities undertaking the same or similar services as
those undertaken by BPO hereunder. 

  

	11.2	No Patent, Trademark or Other License Granted. Except as specially provided by this Agreement, nothing herein will be construed as granting or conferring, expressly, implied
or otherwise, any licenses or other rights under any patent, trademarks or any other intellectual and/or proprietary rights which Aegis now owns or may later acquire. 

  

	11.3	Successors and Assigns. This Agreement will be binding upon, and will inure to the benefit of, the permitted successors and assigns of each Party hereto. BPO may not assign,
delegate or otherwise convey this Agreement, or any of its rights and obligations hereunder, to any other entity without the prior written consent of Aegis, and any attempted assignment or delegation without such consent will be void. Aegis may
assign this Agreement to any successor in interest to all or any part of Aegis’s operations, so long as the assignee agrees in writing to be bound by the terms and conditions of this Agreement. 

  

	11.4	Headings. The headings appearing in this Agreement are inserted for convenience only, and will not be used to define, limit or enlarge the scope of this Agreement or any of
the obligations herein. 

  

	11.5	 Counterparts. This Agreement may be executed in any number of counterparts, each of which will be an original, and such counterparts together will constitute
one and the same instrument. Execution may be effected by 

  

 9 

	 	 
delivery of facsimiles of signature pages (and the Parties will follow such delivery by prompt delivery of originals of such pages).

  

	11.6	Waiver. The failure of either Party to insist upon or enforce strict performance by the other Party of any provision of this Agreement or to exercise any right under this
Agreement shall not be construed as a waiver or relinquishment to any extent of such Party’s right to assert or rely upon any such provision or right in that or any other instance; rather, the same shall be and remain in full force and effect,
unless such waiver is provided in writing. 

  

	11.7	Construction; Severability. In the event that any provision of this Agreement conflicts with the law under which this Agreement is to be construed or if any such provision is
held invalid by a court with jurisdiction over the Parties to this Agreement, (a) such provision shall be deemed to be restated to reflect as nearly as possible the original intentions of the Parties in accordance with applicable law, and
(b) the remaining terms, provisions, covenants and restrictions of this Agreement shall remain in full force and effect. 

  

	11.8	Insurance. BPO shall purchase from and maintain in a company or companies with a rating of “A” or better and lawfully authorized and licensed to do business in the
jurisdiction in which BPO is located, insurance in at least the amounts and with the insurance coverages specified in this Section. All such insurance shall cover the acts and omissions of BPO and its employees, agents or subcontractors performing
Services hereunder, and this Section shall not be construed as limiting in any way the extent to which BPO may be held liable for payment for damages to persons or property resulting from its activities under this Agreement or the activities of any
of its employees or other persons for which BPO is otherwise responsible. Coverage under such policies shall be primary without any right of contribution. Such insurance policies shall be maintained in full force and effect without interruption
during the term of this Agreement, and shall provide that Aegis shall be given prior written notice of any cancellation or adverse material change in such policies and that any such cancellation or adverse material change shall not be effective as
to Aegis for at least 30 days after receipt of such written notice. Upon written request by Aegis from time to time, BPO will promptly provide Aegis with evidence of such insurance coverage. BPO shall maintain at least the following insurance
coverage levels: (a) workers’ compensation and/or disability benefits insurance as required by law, including employer’s liability coverage with a minimum limit of $500,000 each accident, $500,000 disease-each employee and $500,000
disease-policy limit; (b) general liability insurance with a minimum limit of $1,000,000 each occurrence and $2,000,000 annual aggregate bodily injury and property damage and $5,000 medical payments, which insurance shall be written on a
comprehensive form and include coverage for (i) premises and operations, including coverage for independent contractors liability; (ii) products and completed operations; (iii) personal injury liability with employment exclusion
deleted; (iv) broad form property damage liability and (v) contractual liability to cover liability assumed under this Agreement. Aegis and its employees, directors and officers thereof are to be included as additional insureds; and
(c) commercial umbrella/excess liability insurance with a minimum limit of $2,000,000 each occurrence and annual aggregate. 

  

	11.9	Force Majeure. Neither Aegis nor BPO shall be liable for any failure to perform any of their respective obligations under this Agreement (except for BPO’s obligations
under Section 4.7) when such failure is caused by or results from any event beyond the reasonable control of either Party; provided, that (a) the Party who has suffered a force majeure event shall (1) immediately notify the other
Party of the occurrence and nature of such event and (2) use its commercially reasonable best efforts to continue performing its obligations under this Agreement and (b) in the event BPO is unable to perform its obligations as a
consequence of the foregoing circumstance for a consecutive period of more than 10 days, Aegis may terminate this Agreement upon delivery of written notice to BPO. 

  

	11.10 	Notices. Any and all notices, approvals, requests, consents and other communications given pursuant to this Agreement shall be in writing and shall be effective when received
if hand delivered, sent by facsimile, sent by Federal Express service or sent by, as applicable, certified or registered mail, addressed as follows: 

  
 If to BPO: 
  

  
  
  
  

  
 If to Aegis: 
  

 10 

 Aegis Communications Group, Inc. 
 8001 Bent Branch Drive 
 Irving, Texas 75063

 Fax No.: 972/868-0267 
 Attn:
Legal Dept. 
  

	11.11 	Amendment. This Agreement may only be modified in writing, by the assent and signature of an officer of both Aegis and BPO, respectively. 

  

	11.12 	Survival. Any right or obligation which becomes absolute before termination of this Agreement for any reason, or which is by definition of a continuing nature, will survive
such termination. Notwithstanding and without limiting the forgoing, Sections 4.3, 4.10, 4.11, 5, 7, 9, 10 and 11 survive the termination of this Agreement. 

  

	11.13 	Governing Law. This Agreement and all of the Parties’ respective rights and obligations in connection therewith will be governed by Texas law (excluding conflict rules)
and the Parties submit to the jurisdiction of the state and federal courts located in Dallas County, Texas, United States of America for the resolution of all disputes under or relating to this Agreement or its performance. 

 

	11.14 	Publicity. Each Party will submit to the other Party all advertising, written sales promotion, press releases and other publicity matters relating to the Agreement in which
the other Party’s name or mark is mentioned or language from which the connection of said name or mark may be inferred or implies, and will not publish or use such advertising, sales promotion, press releases, or publicity materials without
prior written approval of the other Party. Notwithstanding the foregoing, either Party may include the other Party’s name and a factual description of the work performed under this Agreement on employee bulletin boards, in its list of
references and in the experience section of proposals to parties, in internal business planning documents and in its annual report to stockholders and whenever required by reason of legal, accounting or regulatory requirements. Aegis and BPO further
agree to cooperate in planning the timing and substance of the initial announcement of the transactions contemplated by this Agreement. 

  

	11.15 	Representations and Warranties. Each Party represents and warrants that (a) it is authorized to enter into and perform its obligations under this Agreement, (b) it
is financially solvent and is not subject to a bankruptcy, liquidation or receivership proceeding in any jurisdiction, and (c) the execution, delivery and performance of this Agreement will not violate the terms of any agreement order,
understanding or other similar items by which it is bound. 

  

	11.16 	Language Requirement. 

  
 The Parties confirm that it is their wish that this Agreement, as well as other documents relating hereto including notices, have been and shall be drawn
up in English only. 
  

	11.17 	Entire Agreement. This Agreement and any Schedules attached hereto constitute the entire agreement between the Parties with respect to the subject matter and supersede any
prior or contemporaneous agreement or understanding, whether written or oral, if any, between the Parties. 

  
 IN WITNESS WHEREOF, the Parties have caused this Agreement to be executed and do each warrant and represent that their respective signatory whose signature appears
below is duly authorized by all necessary and appropriate action to execute this Agreement. 
  

									
	Aegis Communications Group, Inc.:	 	 	 	Aegis BPO Services Limited
					
	 By:
	 	 /s/ Gene Speyer
	 	 	 	 By:
	 	 /s/ Arvind Dhariya

	 Name:
	 	 Gene Speyer
	 	 	 	 Name:
	 	 Arvind Dhariya

	 Title:
	 	 SVP Operations
	 	 	 	 Title:
	 	 Vice President

  

 11 

 SCHEDULE A 
  

DESIGNATED FACILITIES 
  

			
	 Address:
	  	 Aegis BPO Services Limited
 No 7 Beta tower, Fifth
Floor
 Sigma Softech Park
 Whitefield Main Road
 Bangalore – 560066
 Phone:+91-80-51377700
 Fax:+91-80-51377815

  

 Statement of Work No. 1 - 1

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