Document:

Exhibit 10.5

  

Annual Compensation of Non-Employee Directors

 

	 	 	2017	 	 	2016	 	 	2015	 
	Name/Position	 	Retainer	 	 	Retainer	 	 	Retainer	 
	Martin S. Friedman, Non-Employee Director	 	$	36,000	 	 	$	36,000	 	 	$	36,000	 
	Thomas M. Kody, Non-Employee Director	 	$	36,000	 	 	$	36,000	 	 	$	36,000	 
	John W. Edgemond IV, Non-Employee Director	 	$	36,000	 	 	$	36,000	 	 	$	36,000	 
	J. Randolph Babbitt, Non-Employee Director	 	$	36,000	 	 	$	36,000	 	 	$	36,000	 
	James L. Jadlos, Chairman and Non-Employee Director (1)	 	$	-	 	 	$	-	 	 	$	33,000	 
	Michael G. Anzilotti, Chairman and Non-Employee Director (2)	 	$	48,000	 	 	$	48,000	 	 	$	42,000	 

 

(1) Effective June 18, 2015, Mr. Jadlos resigned as Chairman and
as a Director.

(2) Effective June 18, 2015, Mr. Anzilotti was elected as Chairman.

 

The Non-Employee Directors will be paid the 2017 retainer in monthly
installments.

 

In addition to the annual retainer, the Compensation Committee
conducts an annual evaluation of the performance under criteria similar to that used for its executive officer cash bonuses for
payment of annual incentives to the Non-Employee Directors.  Such incentives are paid in the following year in cash, stock
option awards or some combination thereof.Exhibit 10.6

  

Base Salaries for Executive Officers

 

As of January 1, 2017 the following are the base salaries (on an
annual basis) of the executive officers (as defined in Rule 3b-7 of the Exchange Act) of Access National Corporation:

 

	Michael W. Clarke	 	$	435,625	 
	President and Chief Executive Officer	 	 	 	 
	 	 	 	 	 
	Dean Hackemer	 	$	386,250	 
	President, Mortgage Division	 	 	 	 
	 	 	 	 	 
	Mark D. Moore	 	$	287,500	 
	President, Bank	 	 	 	 
	 	 	 	 	 
	Robert C. Shoemaker	 	$	334,750	 
	Executive Vice President	 	 	 	 
	 	 	 	 	 
	Margaret M. Taylor	 	$	314,150	 
	Executive Vice President and Chief Financial OfficerExhibit 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 "[***]

CHANGE MANAGEMENT FORM 12

TO STATEMENT OF WORK 3

 

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

	 	
PCR No.:

	 	
Originator:  Joy Park

	 	
Date: February 3, 2017

	 	
Department: NCO

	 	
Phone #: [***]

	 	
Title: Vice President

	 	
Locations Impacted:  Work at Home Locations

	 	
Requested Implementation Date: See below

	 	
Estimated Hours: (LOE)

	 	
☒Billable        ☐ Non-Billable

	 	
Billing Rate/Hour: See SOW

	 	
Fixed Fee Cost (if applicable)  N/A

	 	
Type of Change:  Expanding channel of support to chat through the XH mobile chat app

	 	
Scope of Change:

	 	
☒ Minor (Anything within current contract)

	 	
☐Major (may require contract amendment)

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

	 	
Reason for Change: Comcast and Vendor agree that the purpose of this change management form (“CMF”) is to expand the channel of support to chat as set forth in more detail below.  Unless specifically provided in this CMF, all other terms of SOW 3 remain unchanged.

	 	
Area(s) of Change

	 	
☐ Accounting/Payroll

	 	
☐ Network

	 	
☐ Data Processing

	 	
☒ Resource Planning

	 	
☐ General Facilities

	 	
☐ Quality Assurance

	 	
☐ Human Resources

	 	
☐ Telecom

	 	
☐ IT/BI

	 	
☐ Training

	 	
☐ Operations

	 	
☐ Recruiting

	 	
☒ Other:  XH Mobile Chat App Support

The parties, for good and valuable consideration, the receipt of which is hereby acknowledged, agree to the following:

		1.	
Vendor shall hire and provide new hire training to full time equivalent personnel (“FTEs”), the number of FTEs to be pre-approved by Comcast, for Xfinity Home (“XH”) voice support.  Vendor shall invoice Comcast for such New Hire training at the Training Hourly Rate as set forth in SOW 3.

		2.	
Vendor shall provide [***] of Up-training to the XH voice support FTEs who shall provide XH mobile chat app support, such support may be in addition to XH voice support as directed by Comcast.  Vendor shall invoice Comcast for such Up-training at the Productive Hour Rate as set forth in SOW 3.

 

		3.	
Effective for [***] as designated by Comcast in writing (including e-mail) to Vendor (“XH Mobile Chat App Term”), the XH voice FTEs up-trained in XH mobile chat app support shall provide chat support through the XH mobile chat app (“XH Mobile Chat App Services”) and/or XH voice support to Comcast customers as designated by Comcast.

		4.	
XH Mobile Chat App Services shall be provided to Comcast from Monday through Sunday during the hours of [***].

		5.	
Vendor shall invoice XH Mobile Chat App Services at the Productive Hour Rate as set forth in SOW 3.

		6.	
For purposes of the XH Mobile Chat App Services only, line adherence shall not apply and Comcast and Vendor shall mutually agree on the productive hours to be performed by Vendor during the XH Mobile Chat App Term (“XH Mobile Chat App Forecast”).  Unless otherwise agreed to by the parties, each XH Mobile Chat App Forecast will include the FTE personnel needed to support the XH Mobile Chat App Forecast.  FTEs will be in a productive state, defined as chat time, wrap time, available time, outbound time, an estimate [***]. The parties shall work together to develop a planning model to staff FTE inclusive of new hire plans, shrinkage, AHT, and other assumptions that support the delivery of XH Mobile Chat App Services.  Comcast and Vendor will mutually agree upon and participate in the preparation of other workload volume forecasts, as reasonably required for the successful performance of the XH Mobile Chat App Services.

		7.	
Comcast shall have the right to terminate the XH Mobile Chat App Services at any time and for any reason.

Comcast Authorization

	
Comcast Representative’s Signature

	
/s/Joy Park

	Print Name	Joy Park	
Date

	3/7/2017

Vendor Authorization

	
Vendor Representative’s Signature

	
/s/Rick Bloom

 

	
Print Name

	Rick Bloom	
Date

	3/8/2017

 

*** CONFIDENTIAL MATERIAL REDACTED AND SEPARATELY FILED WITH THE COMMISSION ***Exhibit 10.2

 

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 9 TO STATEMENT OF WORK 1

	 	
Statements of Work (“SOWs”):

Support.com, Inc. (“Vendor”), Wireless Gateway (“SOW 1”) dated October 1, 2013

	 	
 PCR No.:

	 	
Originator:  Joy Park

	 	
 Date: 02/02/2017

	 	
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 (“CMF”), all other terms of SOW #1 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

The parties, for good and valuable consideration, the receipt of which is hereby acknowledged, agree to modify SOW 1 as follows:

 

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 Wireless Gateway

	a.	
Line Adherence: Vendor is required to meet a minimum staffing target of [***] 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 each hour and at the half of each hour 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.	
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 [***].  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.	
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.

	e.	
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 ***

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