Document:

1st Amended & Restated Call Center Services Agrmnt

 
Exhibit
10.2 
 
[*] means that such portion of this Exhibit has been
omitted pursuant to a request for confidential treatment and has been filed separately with the United States Securities and Exchange Commission. 
 
FIRST AMENDED AND RESTATED 
CALL CENTER SERVICES AGREEMENT 
BETWEEN MCI WORLDCOM COMMUNICATIONS, INC. 
AND RMH TELESERVICES INC. 
 
COME NOW MCI WORLDCOM Communications, Inc. (“MCI”) and RMH Teleservices, Incorporated (“RMH”), and in consideration of
the mutual provisions contained herein and other good and valuable consideration, the receipt and sufficiency of which are hereby acknowledged, hereby agree to amend the Call Center Services Agreement between MCI WORLDCOM Communications, Inc. and
RMH Teleservices, Inc. effective as of March 16, 2001, 2001 (“Call Center Services Agreement”), by deleting the contents of that Call Center Services Agreement in its entirety and replacing it with the contents of this First Amended and
Restated Call Center Services Agreement, as follows: 
 
This Agreement (“Agreement”) is entered into as of March 16, 2001 (“Effective Date”) by and between MCI WORLDCOM Communications, Inc. (“MCI”) and RMH Teleservices, Inc. (“RMH”)(referred
together herein, as the “Parties” or separately, as a “Party”). 
 
RECITALS 
 
WHEREAS, MCI is a telecommunications company that offers its customers a wide variety of telecommunications services and products; 
 
WHEREAS, RMH is in the business of providing various sales, marketing and customer service support services to its clients;

 
WHEREAS, MCI desires to retain RMH to
perform independent contractor services for MCI’s telemarketing, customer service support and related telemarketing and customer service call center functions and RMH agrees to provide such services to MCI according to the terms of this
Agreement; 
 
NOW, THEREFORE, in
consideration of the mutual provisions contained herein and other good and valuable consideration, the receipt and sufficiency of which are hereby acknowledged, MCI and RMH hereby agree as follows: 
 

	 1.	  	 DEFINITIONS. Defined terms shall have the meanings set forth in Schedule A (Definitions). Defined terms not appearing in Schedule A shall have
the meaning set forth elsewhere in the Agreement. 

 

	 2.	  	 SERVICE. 

 

	  	 2.1	  	 Services Description. The call center services to be provided by RMH under the terms of this Agreement shall consist of (i) handling and resolving inbound
MCI telecommunication-related customer service inquiries, and “up selling” MCI telecommunication-related services to MCI Customers (“Customer Service Call(s) or “Call(s)”) whose calls are received and routed via MCI’s
network platform to a customer service call center; (ii) placing outbound telemarketing calls (“Telemarketing Call(s)” or “Call(s)”) to MCI residential consumer leads; and (iii) 

 

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	  	     	  	 any other services as mutually agreed upon by the Parties. These functions will collectively be referred to as the “Services”. The Services shall be
offered in English and Spanish with other languages to be added subject to the Parties’ mutual agreement. 

 

	  	 2.2	  	 Performance Standards. The Services provided by RMH shall be in accordance with MCI’s Policies and Procedures and the performance standards used in
determining Top Center Ranking (Schedule B). RMH agrees to comply with all Policies and Procedures received by it. RMH acknowledges receipt of Policies and Procedures by delivery to the appropriate RMH Authorized Individual. Policies and Procedures
and performance standards shall be modified by MCI from time to time at MCI’s discretion. All modifications will be consistent with the Policies and Procedures and performance standards utilized by MCI for its Internal Centers.

 

	  	 2.3	  	 Changes to Services. MCI may request RMH to change the Services being performed by RMH under this Agreement through a written change request (“Change
Request”). RMH shall endeavor in good faith to advise MCI as to the most cost-effective and efficient means of implementing such Change Request. Upon MCI’s approval of the costs and ramp-up schedule associated with the Change Request(s),
RMH shall implement the Change Request(s) and MCI shall pay the appropriate charges, if any, in accordance with the Change Request agreement(s) of the Parties, as confirmed in a written amendment to this Agreement. 

 

	 3.	  	 RMH’S OBLIGATIONS. 

 

	  	 3.1	  	 Implementation Date. RMH agrees to have all necessary preparation measures completed on or before March 26, 2001 or a later date if agreed upon by the
Parties (the “Implementation Date”), including, but not limited to, its facilities, staffing and training, necessary to implement the Services. 

 

	  	 3.2	  	 Staffing. RMH shall provide all live support necessary to perform the Services at the Handle Minute Forecast and Work Hour Forecast. Upon MCI’s
reasonable notice to RMH, RMH’s customer service support shall be available to operate eighteen (18) hours a day, three hundred and sixty-five (365) days a year. Customer service operations may be expanded to twenty-four (24) hours a day
subject to the Parties’ mutual agreement. RMH shall be capable of providing telemarketing services to MCI from 8:00 a.m. to 9:00 p.m. local time of Customer called Monday through Friday and 9:00 a.m. to 5:00 p.m. local time of Customer called
Saturday and Sunday, except as otherwise restricted by applicable law. RMH shall be solely responsible for hiring, managing, and compensating all CSRs, TMRs, Supervisors, HR/Recruiters, and Center Management and Administrative Personnel necessary to
perform the Services. RMH shall determine, and be solely responsible for meeting the appropriate level of TMRs and CSRs necessary to provide the Services at the Handle Minute Forecast and Work Hour Forecast and in accordance with the performance
standards and Policies and Procedures. 

 

	  	 3.2.1	  	 Account Manager. RMH shall assign a RMH employee to be a liaison between MCI and RMH, who will (i) submit material and information requests to MCI; (ii)
provide reasonable access to RMH’s staff to answer questions; and (iii) provide schedules and plans to MCI for MCI’s review and/or approval. 

 

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	  	 3.2.2	  	 RMH Operations Team. By the Implementation Date, RMH shall assign RMH personnel to a vendor operations team to work with the MCI Operations Team on a regular
basis (the “RMH Operations Team”). Upon the departure of an RMH Operations Team member for any reason during the term of this Agreement, RMH shall be responsible for replacing that individual with another qualified individual within thirty
(30) days of the departure date. The RMH Operations Team is set out in Schedule F. 

 

	  	 3.2.3	  	 Compensation. RMH agrees to pay its employees performing the Services pursuant to the compensation grids set out in Schedule G. If MCI, at its sole
discretion, modifies any of the Tables outlined in the compensation grids set out in Schedule G, RMH shall have the right to modify their telemarketing and customer service pricing structure set out in Schedule C to cover those modifications.

 

	  	 3.3	  	 Monitoring. Without prior notice to RMH, MCI shall have the right to monitor and record on-site at the RMH Centers and to monitor and record remotely outside
the RMH Centers, to the extent permitted by law and at MCI’s discretion, RMH’s CSRs and TMRs handling Calls and performing Services for MCI. MCI shall share the results of its monitoring upon request by RMH. RMH agrees that it will secure
from all employees serving as CSRs or TMRs under this Agreement written consent to be monitored by RMH and MCI. In addition, RMH will, from time to time, or upon request by MCI, notify MCI regarding RMH’s current written policies regarding
monitoring of its CSRs and TMRs by its own personnel. 

 

	  	 3.4	  	 Facilities. RMH shall support the Services at its Houston, TX call center facility. RMH shall support additional MCI call volume at mutually approved RMH
call center locations (the “RMH Centers”). RMH shall be responsible for all costs associated with any decision RMH initiates to open a new call center or consolidate or relocate any RMH Center with the exception that MCI will be
responsible for providing MCI Equipment and/or MCI Software or MCI Proprietary Software. Any new, consolidated or relocated RMH Center must be approved in advance by MCI. 

 

	  	 3.4.1	  	 MCI Facility Space. During the Term of this Agreement, RMH agrees to provide MCI offices and cubes adequate to ensure that MCI can perform its obligations
under this Agreement. Each designated work space should at a minimum include three working phone lines and five analog lines. 

 

	  	 3.4.2	  	 Access. Subject to compliance with RMH’s site and security regulations, RMH shall provide MCI with unrestricted access to that portion of the RMH
Centers used to perform the Services. This access shall (i) provide MCI with access to adequate facilities at each of the RMH Centers to enable MCI to do on-site monitoring; (ii) provide access to MCI management; (iii) without prior notice to RMH,
permit MCI to conduct on-site inspections of RMH’s Centers’ training sites and related areas if used by RMH to provide Services for MCI; (iv) permit MCI to perform maintenance and related work on MCI Equipment, MCI Software and MCI
Proprietary Software, as necessary in MCI’s sole judgment, including during off hours; and (v) upon reasonable advance written notice to RMH, permit MCI to conduct tours of the RMH Centers for other MCI personnel, Customers, and other MCI
approved individuals (excluding competitors of RMH). 

 

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	  	 3.5	  	 Equipment. RMH shall provide, at its own expense, without limitation, all Center furnishings, voice/data wiring, productive/training desktop computer
hardware, and third party applications consistent with MCI’s requirements, as well as workstations, facility security, T-1 connectivity to the RMH network, and all other calling floor equipment and supplies and other RMH equipment as set forth
in Schedule D, necessary to provide the Services, consistent with MCI technical standards of which RMH has been notified, as they may change from time to time. In the event RMH shall operate MCI Equipment, MCI Software or MCI Proprietary Software,
RMH shall do so only as directed by MCI. RMH shall not upgrade, modify or otherwise alter MCI Equipment, MCI Software or MCI Proprietary Software unless and until MCI gives RMH such direction, with the exception of MCI provided headsets, which RMH
will be responsible for maintaining and replacing as needed. RMH shall utilize MCI Equipment, MCI Software and MCI Proprietary Software only for the performance of Services for MCI. RMH agrees to make MCI whole for loss or damage to MCI Equipment,
MCI Software or MCI Proprietary Software provided by MCI for use in the RMH Centers, to the extent such loss or damage results from negligence or willful misconduct of an RMH employee. 

 

	  	 3.6	  	 Telemarketing Data. 

 

	  	 3.6.1	  	 Data Consumption. RMH shall be responsible for “Thoroughly Utilizing” the MCI Data and shall follow MCI’s guidelines with respect to MCI Data
consumption. “Thoroughly Utilizing” means that RMH’s Call attempts (i.e., Calls dialed) and Completes (leads dispositioned out of the system by a TMR, i.e., not called again during a Call Campaign) per Work Hour fall within plus or
minus [*] of the Call attempts and Call completes per Work Hour achieved by the Internal Centers.  

 

	  	 3.6.2	  	 Data Integrity. Data is defined as any information relating to MCI Customers, including, but not limited to, names, addresses, telephone numbers, and any
accompanying codes. Data is supplied for the specific purpose of marketing MCI products and services and is not to be copied without express written consent. Data elements are not to be combined with or appended to any other data source. Except as
directed by MCI for purposes of this Agreement, RMH may not record or retain the recording of any Data, including but not limited to Data acquired from Customers in the course of Calling (e.g., responses or nonresponses re: contacts, disconnects or
sales), nor may RMH use the Data to derive any other information, including, but not limited to, aggregate information above the Customer level (e.g., by area code, exchange, zip code or day of the week). Ownership of Data supplied and any and all
information derived from all activities associated with the Data is solely MCI’s. Upon termination or expiration of this Agreement, RMH must obtain an MCI authorized individual’s certification of the destruction and/or return of all Data
files, including all intermediate or derived files. 

 

	  	 3.7	  	 Sales Verification. MCI shall subcontract to a third party verification vendor to independently verify all Sales resulting from the Services provided under
this Agreement. MCI shall be solely responsible for determining procedures necessary for complying with applicable federal, state and local laws and regulations governing sales of telecommunications services. RMH shall be responsible for

 

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	  	     	  	 following the procedures established by MCI to enable it to comply with such regulations. 

 

	  	 3.8	  	 Escalations. RMH will be responsible for responding to MCI’s national escalations group (“NEC”) regarding all Call escalations originating
from RMH Centers in the timeframe and fashion outlined in the Policies and Procedures regarding escalations. If the number of Agency Escalations directly caused by Calls made by RMH CSRs or TMRs exceeds the MCI Internal Center escalations rate by
more than [*] during the term of the Agreement, MCI has the right to terminate the Agreement immediately for cause. In addition to the indemnification obligations set forth in Section 13, RMH will be financially liable for [*] of any fines or
penalties imposed by any Federal, state or local regulatory body due to any negligent or intentional act or omission by RMH, or breach of any provision of this Agreement, while providing Services to MCI. RMH’s liability under this Section 3.8
will be limited to [*]. 

 

	  	 3.9	  	 Gainsharing. RMH shall use good faith efforts to work with MCI to increase the cost efficiency of the Services. [*]. 

 

	 4	  	 MCI OBLIGATIONS. 

 

	  	 4.1	  	 Annual Volume Commitment. 

 

	  	 4.1.1	  	 Annual Handle Minute Commitment. Provided RMH is meeting Schedule Adherence standards each month, MCI agrees to an Annual Handle Minute Commitment of [*]
Handle Minutes for the time period from [*] and [*] Handle Minutes [*]. For any given month, if RMH does not meet Schedule Adherence standards, MCI’s Annual Handle Minute Commitment will be decreased by [*]. 

 

	  	 4.1.2	  	 Annual Work Hour Commitment. Provided RMH is meeting Work Hour Forecasts each Cycle, MCI agrees to a Annual Work Hour Commitment of [*] Work Hours for the
time period from [*] and [*] Work Hours per [*]. For any given Cycle, if actual Work Hours are less than Work Hours Forecast, MCI’s Annual Work Hour Commitment will be decreased by [*]. 

 

	  	 4.2	  	 Operational Coordination. MCI will be responsible for all aspects of routing Customer Service Calls to RMH’s Centers. For customer service, MCI will
provide to RMH schedules for staffing requirements by Work Hour, with the staffing requirements to be modified as necessary by MCI. For telemarketing service, MCI will provide staffing requirements on a Cycle basis, with the staffing requirements to
be modified as necessary by MCI. 

 

	  	 4.3	  	 Handle Minute Forecast. MCI shall provide RMH with monthly Handle Minute Forecasts. Handle Minute Forecast equals the number of Calls Handled, as determined
by MCI at its discretion, multiplied by an Average Handle Time, determined by MCI at its discretion. 

 

	  	 4.3.1	  	 Monthly Forecast. MCI shall supply RMH with a rolling three-month Handle Minute Forecast, which MCI may revise at any time prior to thirty (30) days before
the first day of each month within the three-month Handle Minute Forecast. 

	

 
 

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	  	 4.4	  	 Work Hour Forecast. MCI shall provide RMH with a monthly Work Hour Forecast for a rolling four-Cycle period. MCI may revise the Work Hour Forecast at any
time prior to fifteen (15) days before the first day of each Cycle. The monthly Work Hour Forecast can increase by up to the greater of [*]. 

 

	  	 4.5	  	 Third Party Verification. MCI shall retain the third party verification vendor to independently verify sales under this Agreement to identify Confirmed Line
Sales. 

 

	  	 4.6	  	 Customer Communications. MCI shall provide RMH with MCI-approved telemarketing scripts, MCI product information, and MCI-approved responses to specific
consumer requests or objections. 

 

	  	 4.7	  	 Training. MCI shall be responsible for all aspects of training. The amount and type of training will be determined at MCI’s discretion based on Segment
(customer service) or Call Campaign (telemarketing), and will include both classroom training and ABay training. 

 

	  	 4.7.1	  	 Initial Training. [*] shall pay for Initial Training for CSRs at a rate of [*] for all new hires up to the first [*] and up to the first [*]. Thereafter,
should MCI require the addition of FTEs, [*]. Any additional Initial Training will be at the same rates, and under no circumstances shall [*]. 

 

	  	 4.7.2	  	 Ongoing Training. [*] will provide training that consists of an average of [*]. In the event MCI requires ongoing customer service training to exceed [*].
[*] will provide training that consists of an average of [*]. In the event MCI requires ongoing telemarketing training to exceed [*]. 

 

	  	 4.7.3	  	 Attrition. [*]. To the extent that Attrition directly results from involuntary terminations or necessary transfers caused by an MCI initiative that results
in a [*], any subsequent ramp-up training needed as a result of such Attrition will be at [*] expense. 

 

	  	 4.8	  	 Equipment and Software. MCI shall provide, maintain and operate at its own expense, hardware, software and connectivity needed to ensure that the RMH Centers
properly interface with MCI’s databases. MCI will provide the Houston, TX Center, at its own expense, all proprietary enhanced software for the handling of Calls (the “MCI Proprietary Software”) and all other MCI Software listed in
Schedule D. MCI shall also be responsible for providing MCI Equipment listed in Schedule D. MCI will provide, within the NT environment, and to the extent possible on the OS2 platform, appropriate conductivity to the RMH network through a firewall
to be installed and maintained by MCI. The firewall will allow access to specific IP addresses designated by RMH and approved by MCI. Upon termination of this Agreement RMH shall return all MCI Equipment, MCI Proprietary Software and MCI Software to
MCI upon MCI’s request at MCI’s cost, which cost must be approved in advance by MCI. 

 

	  	 4.8.1	  	 MCI shall install and maintain, with on-site MCI personnel, the Equipment listed in Schedule D. MCI shall also install, but not maintain, initial head sets.

 

	  	 4.9	  	 MCI Personnel. 

 

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	  	 4.9.1	  	 MCI Operations Team. MCI shall assign an MCI Operations Team including technical support personnel at the Houston, TX RMH Center to work with RMH during the
Term of this Agreement. MCI shall be responsible for the MCI Operations Team and other MCI personnel, including oversight of MCI’s own quality assurance and monitoring efforts, operation of MCI’s Equipment, MCI’s Proprietary Software
and MCI’s Software and for costs associated with MCI’s management staff. MCI personnel when present in RMH’s Centers shall observe RMH’s safety and security procedures. The MCI Operations Team is set out in Schedule F.

 

	  	 4.10	  	 Telecommunication. MCI shall provide, at its sole cost, T-1 facilities required for 800 inbound telecommunication access and wide area network connectivity
necessary for RMH to perform the Services, as well as all connectivity required to allow RMH to perform outbound telemarketing for MCI. RMH shall provide, at its sole cost, telecommunication facilities and connectivity necessary to perform any
services in an RMH Center for any entity other than MCI. 

 

	 5.	  	 Payment Provisions. 

 

	  	 5.1	  	 Customer Service and Telemarketing Compensation. MCI shall compensate RMH monthly as set forth in Schedule C. 

 

	  	 5.2	  	 Monthly Invoices. RMH will invoice MCI monthly for the prior month’s Services within [*] after the [*]. Upon receipt of the [*] invoice, MCI will
process any undisputed invoice through electronic wire transfer to the RMH-designated bank within [*]. In the event that MCI, in good faith, disputes all or any portion of the charges reflected on the invoice, MCI shall [*]. Both Parties shall make
a good faith effort to resolve any disputes within [*] of receipt of MCI’s notice. 

 

	  	 5.3	  	 Annual Volume Commitment Shortages/Invoicing. In the event MCI does not meet the Annual Volume Commitment during [*], RMH shall invoice MCI for any shortage,
within [*]. Upon receipt of the Annual Volume Commitment invoice, MCI shall process the undisputed portion of the invoice through electronic wire transfer to the RMH-designated bank within [*]. In the event that MCI, in good faith, disputes all or
any portion of the Annual Volume Commitment invoice, MCI shall [*]. Both Parties shall make a good faith effort to resolve any disputes within [*] of receipt of MCI’s notice. 

 

	  	 5.4	  	 Taxes. MCI shall be responsible for the payment of sales, use or other taxes now or hereafter imposed on the Services by Federal, state or local governments
where such tax is either expressly specified as a liability of a user or the custom is that the user pays such tax. 

 

	  	 5.5	  	 Pricing Changes. The Parties agree that should [*] directly impacting the CSRs and TMRs performing Services under this Agreement increase more than [*], the
Parties will mutually agree to modify RMH’s telemarketing and customer service pricing structure set out in Schedule C to cover that increase. 

 

	 6.	  	 EXCLUSIVITY OF SERVICES. 

 

	  	 6.1	  	 During the term of this Agreement, and with respect to the Houston, TX Center only, RMH shall not house RMH personnel assigned to perform Services pursuant to this
Agreement in the same RMH Center where RMH is providing 

 

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	  	     	  	 services for an MCI Competitor or any other entity, without MCI’s written approval (which may be granted or withheld at MCI’s sole discretion).

 

	  	 6.2	  	 During the term of this Agreement and for a period of three (3) months following the earlier of either the expiration or termination of this Agreement pursuant to
Section 8, RMH shall not assign any RMH personnel assigned to perform the Services to perform services for an MCI Competitor, except with MCI’s written approval (which may be granted or withheld at MCI’s sole discretion) or, with respect
to assigning RMH personnel to perform work for an MCI Competitor (but not with respect to locating MCI account workers on the same floor as those working for an MCI Competitor), without MCI’s approval if the conditions specified for allowing
such work for an MCI Competitor have been met as provided for below. 

 

	  	 6.2.1	  	 CSRs and TMRs may be assigned to perform services for an MCI Competitor if (i) they have not performed the Services for at least thirty (30) days before being so
assigned, or (ii) they are being assigned due to an MCI initiative that results in a variance of monthly Handle Minutes or Work Hours by greater than ten percent (10%), in which case, CSRs and TMRs may be reassigned in proportion to the decrease in
the volume of MCI activity. 

 

	  	 6.2.2	  	 Supervisors, Line Managers and other RMH personnel may be assigned to perform services for an MCI Competitor if (i) they have not been assigned to perform the
Services for at least ninety (90) days before being so assigned, or (ii) they are being assigned due to an MCI initiative that results in a variance of monthly Handle Minutes or Work Hours by greater than ten percent (10%), in which case,
Supervisors, Line Managers and other RMH personnel may be reassigned in proportion to the decrease in the volume of MCI activity. 

 

	  	 6.2.3	  	 No assignment limitations shall apply to those individuals in RMH’s management who are not primarily assigned to any particular RMH client.

 

	 7.	  	 RELATIONSHIP OF THE PARTIES. 

 

	  	 7.1	  	 Independent Contractor. The Parties’ relationship to each other in the performance of this Agreement is that of independent contractor. Nothing in this
Agreement will place the Parties in the relationship of partners, joint venturers, principal-agent, employer-employee, or joint employer and neither Party will have any right to obligate or bind the other in any manner whatsoever nor represent to
third parties that it has any right to enter into any binding obligation on the other’s behalf. 

 

	  	 7.1.1	  	 MCI agrees not to terminate, discipline, evaluate or in any manner promise any employee, independent contractor, agent or vendor of RMH any term or condition of
employment at the Houston, TX RMH Center. 

 

	  	 7.1.2	  	 As to its own employees on-site at any RMH Center, MCI agrees to comply with all employment laws, including but not limited to Title VII, FLSA, WARN, and state fair
employment laws. 

 

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	  	 7.2	  	 RMH Employees. RMH shall be responsible for all staffing and selection, hiring, firing, disciplinary procedures, and other employee relations matters
associated with personnel hired by RMH to perform Services under this Agreement. RMH shall be responsible for all wages, salaries, benefits, workers compensation, unemployment compensation and other amounts due RMH employees, management staff and
any other personnel, as well as the withholding of taxes, FICA, and FUTA. MCI shall not have any responsibility for any employee-related tax items and shall be indemnified and held harmless by RMH from any liability, cost or expenses, including any
interest, penalties and attorney’s fees that may be assessed against or incurred by MCI in connection with RMH’s failure to make any such payment. RMH is responsible for all taxes, licenses, permits and other requirements that may be
imposed by federal, state or local law on its business. 

 

	  	 7.3	  	 Employee Indemnification. RMH agrees to indemnify MCI against, and hold it harmless from and against, any claim, action or suit brought for the recovery of
damages, losses or payments of any kind whatsoever (including attorneys’ fees) arising from, or related to, RMH’s failure to make employee-related tax or withholding payments, or related to any matter arising from the employment or
discharge from employment of individuals retained by RMH for the purpose of performing RMH’s obligations pursuant to this Agreement. 

 

	 8.	  	 TERM AND TERMINATION. 

 

	  	 8.1	  	 Term. The initial term of this Agreement will commence upon the Effective Date and will continue until January 14, 2006 unless terminated earlier pursuant to
the provisions of this Agreement. Thereafter, this Agreement will be renewed for an additional two year term unless one Party gives the other Party at least one hundred eighty (180) days written notice of intention to terminate prior to the end of
the initial term. 

 

	  	 8.2	  	 Termination for Cause. If either Party defaults in the performance of any material duty or obligation under this Agreement and does not substantially cure
such default within thirty (30) days after being given written notice specifying the default, then the Party not in default may terminate the Agreement. MCI may also terminate this Agreement, in whole or part for cause, pursuant to the provisions of
Section 3.8. MCI may also terminate this Agreement, in whole or in part for cause, should RMH be in the bottom five (5) centers in Top Center Ranking pursuant to Schedule G for telemarketing centers or in the bottom three (3) centers in Top Center
Ranking pursuant to Schedule G for customer service centers for three (3) consecutive months or for any five (5) months within any rolling twelve (12) month period. 

 

	  	 8.3	  	 Bankruptcy. If either Party hereto becomes or is declared insolvent or bankrupt, is the subject of any proceedings relating to its liquidation, insolvency or
for the appointment of a receiver or similar officer for it, makes an assignment for the benefit of all or substantially all of its creditors, or enters into an agreement for the composition, extension or readjustment of all or substantially all of
its obligations, then the other Party may, by giving written notice of such default to such Party, terminate this Agreement as of the date specified in such notice of termination 

 

	  	 8.4	  	 Termination for Convenience. Either Party may terminate this Agreement for convenience upon one hundred twenty (120) days written notice to the other Party.

 

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	  	 8.5	  	 Termination for Legal/Regulatory Developments. Either Party shall have the right to terminate this Agreement, without liability to the other, in the event of
judicial, regulatory or legislative change rendering performance of this Agreement impossible, illegal or impractical. Such Party shall provide the other with written notice of such termination as promptly as possible, but in no event less than
ninety (90) days prior to the termination date. 

 

	  	 8.6	  	 Termination For RMH Change of Control. In the event there is a change of control of RMH, MCI may at its election, terminate this Agreement by giving RMH
written notice of its decision to terminate this Agreement within fifteen (15) days after MCI’s receipt of RMH’s notice of its change of control. For purposes of this Paragraph 8.6 “change of control” means (i) any merger or
consolidation of RMH with an MCI Competitor or another company with materially adverse interests to MCI (“Other Party”), whether RMH or the MCI Competitor or the Other Party is the surviving entity, or (ii) any acquisition of beneficial
ownership of RMH, as defined by Securities and Exchange Commission trading rules, by an MCI Competitor, or (iii) such other transaction whereby the Other Party acquires more than fifty percent (50%) of any class of RMH’s voting stock
accompanied by the right to elect directors. The termination shall be effective on such date as MCI designates in its notice. 

 

	  	 8.7	  	 Orderly Transition. Upon the termination or expiration of this Agreement for any reason, RMH and MCI agree to exercise their best efforts to perform an
orderly and efficient transition to a successor provider of Services. 

 

	  	 8.8	  	 MCI’s Liabilities upon Termination. Should MCI terminate this Agreement pursuant to Sections 8.4, 8.5, 8.6 or 18.2, MCI shall [*]. Should MCI terminate
this Agreement pursuant to Section 8.2 or 8.3, MCI shall make payment to RMH as set out in [*]. Should RMH terminate this Agreement pursuant to Section 8.2 or 8.3, MCI shall [*]. Should RMH terminate this Agreement pursuant to Section 8.5, MCI shall
[*]; however, [*]. Should RMH terminate this Agreement pursuant to Section 8.4, MCI shall [*]. Nothing herein shall constitute a waiver by RMH of any other rights it may have at law or equity. 

 

	  	 8.9	  	 Additional Termination Obligations. 

 

	  	 8.9.1	  	 Should either Party terminate this Agreement for any reason (other than RMH’s termination pursuant to Section 8.4), [*]. 

 

	  	 8.9.2	  	 Should RMH terminate this Agreement pursuant to Section 8.4, [*]. 

 

	  	 8.9.3	  	 In the event the Houston Center Lease is [*]. In addition, RMH and MCI shall [*]. RMH shall [*]. 

 

	  	 8.9.4	  	 Upon [*]. 

 

	  	 8.10	  	 Termination for Transfer of Volume. Notwithstanding the foregoing, should [*], MCI will be entitled to [*]. To determine applicability of this Section, [*].
Should the [*]. 

 

	 9.	  	 MCI PROPERTY/OWNERSHIP OF WORK. 

 
 

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	  	 9.1	  	 Unless the Parties otherwise agree in writing, any property including, but not limited to, documentation, reports, data, training materials or other proprietary
information, furnished to RMH by MCI is, and shall remain, the property of MCI. 

 

	  	 9.2	  	 RMH agrees that the entire right, title, and interest (including without limitation the exclusive right to use, reproduce, distribute, translate, and make
derivative works) in any written, photographic, audio and/or video, software or other materials (including, but not limited to, documentation, reports, data, training materials or other proprietary information) furnished to RMH by MCI or developed
by RMH for MCI in performance of this Agreement (collectively, “Materials”) shall remain in MCI and shall be MCI’s exclusive property. To the extent permitted under the United States Copyright Act (17 U.S.C. 101), Materials shall be
deemed “works made for hire”, with MCI being entitled to assign freely any copyrights therein. MCI shall have the right, at its own expense, to obtain and to hold in its own name copyrights, registrations or such other protection as may be
appropriate to said Materials, and to any extensions or renewals thereof. RMH shall give MCI or any person designated by MCI, without additional charge, all such information and shall execute all such additional documents as may be reasonably
required to perfect the rights referred to herein. In the event any Materials shall not qualify as “works made for hire” within the meaning of the Copyright Act, RMH agrees to assign and hereby does assign its copyrights related to these
Materials to MCI and at MCI’s request, will give MCI such information and execute any documents required to vest all such copyrights in MCI. MCI and its assigns shall have the full, sole and continuing right (without any payments or liabilities
to any person) to use, publish, perform, reproduce and distribute throughout the world any or all portions of the Materials, either as a complete unit or in segments, any way MCI sees fit and for any purpose whatsoever. 

 

	  	 9.3	  	 MCI Proprietary Software. MCI will provide RMH access to MCI proprietary operating system software and applications software loaded on the Equipment to
provide Services, and all associated documentation which MCI deems necessary to the provision of Services and will periodically update the same. Ownership of any such software and/or documentation (including, but not limited to all modifications,
derivatives, and/or enhancements thereto) provided by MCI to RMH hereunder shall remain the property of MCI (including any copyrights, trade secrets or other intellectual property rights therein.) 

 

	  	 9.3.1	  	 Software Modifications. Notwithstanding the foregoing, in the event MCI requests RMH to provide and RMH agrees to provide any modifications or enhancements
to the MCI Proprietary Software loaded on Equipment located at the RMH Centers, RMH will provide to MCI, at no additional charge, one object code copy of any such software modifications or enhancements and all associated documentation, within ten
(10) days of completing any such modifications or enhancements. RMH agrees to test such software modifications with MCI and to provide all necessary consultation to MCI in connection therewith. 

 

	  	 9.3.2	  	 Ownership of MCI Proprietary Software Modifications. In the event that RMH makes software modifications or enhancements to MCI Proprietary Software at the
RMH Centers at MCI’s request pursuant to Section 9.3.1, RMH agrees to and hereby does assign to MCI all copyrights, trade secrets and other intellectual property rights in such software modifications or enhancements to the MCI Proprietary
Software made by RMH. 

 

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	  	 9.3.3	  	 MCI License Grant. For the term of this Agreement, MCI grants RMH a non-transferable, royalty-free, fully paid-up and non-exclusive license to use the MCI
Proprietary Software at the RMH Center; provided that any use by RMH of the MCI Proprietary Software shall be solely for the purpose of performing the Services. This license will terminate upon the termination of this Agreement. In the event the
Parties agree to extend the Agreement, the term of the license for the MCI Proprietary Software shall be extended accordingly. 

 

	  	 9.4	  	 RMH License Grant. With respect to software specifically developed by RMH at its cost solely to provide the Services (“Services Software”), RMH
hereby grants MCI, for the term of this Agreement and any renewals hereof, a non-transferable, royalty-free, non-exclusive license to use such Services Software and associated documentation only in conjunction with the Services provided by RMH under
this Agreement and for no other purposes whatsoever. At the end of the license term, if MCI desires, the Parties shall negotiate in good faith to conclude a license agreement allowing MCI to continue to use the Services Software upon terms and for a
license fee to be mutually agreed upon by the Parties. 

 

	  	 9.5	  	 Third Party Changes. Subject to the provisions of this Section 9.5, in the event MCI desires to make or to have a third party make software changes to the
RMH Equipment, RMH LAN and/or RMH file server, RMH agrees to allow MCI, under RMH’s supervision, to install or to have installed at the RMH Centers all such software changes, provided such changes do not invalidate any warranties on the RMH
Equipment. MCI’s right to such changes is subject to RMH’s consent, which shall not be unreasonably withheld. If approval of the provider of RMH Equipment is required, RMH shall use reasonable efforts to obtain approval and shall provide
MCI with a written copy of any approval or disapproval. MCI will be responsible for maintaining any such software changes and RMH shall not be responsible for any failure to meet its obligations under the Agreement in the event that such failure is
caused by the MCI-initiated software changes. RMH shall have no legal obligations with respect to the MCI-initiated changes except as set forth in this Section 9.5, and, notwithstanding any limitations or exclusions of liability under this
Agreement, MCI shall indemnify, defend and hold harmless RMH from and against all claims, damages, liabilities, costs and expenses (including reasonable attorneys’ fees) arising in any way out of such MCI-initiated changes or the installations
thereof. MCI hereby grants RMH, or shall cause the third party to grant to RMH, for the term of this Agreement and any renewals hereof, a non-transferable, royalty-free, non-exclusive license to use such software at its RMH Centers only and only in
conjunction with the provision of Services. All such MCI-initiated software changes (except those made to MCI Proprietary Software) shall be the exclusive property of RMH or its licensors, and MCI hereby assigns, and shall cause any third parties
contemplated by this Section 9.5 to assign, all right, title and interest in and to such software changes to RMH or its licensors, as applicable. 

 

	  	 9.6	  	 MCI Modifications. If MCI develops software modifications or enhancements to either MCI or RMH Equipment, LAN and/or file servers, MCI shall grant RMH a
non-transferable, royalty-free, non-exclusive license to use such software modifications or enhancements at its RMH Centers only and only in conjunction with the provision of Services. 

 

	  	 9.7	  	 Return of MCI Property. All copies of any software, databases or documentation owned exclusively by MCI, or containing MCI Confidential Information, shall be

 

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	  	   	  	 returned to MCI immediately upon the termination of this Agreement, it being acknowledged that RMH may retain any software, databases or documentation exclusively
owned by RMH, or licensed to RMH by an entity other than MCI, if all MCI Confidential Information is removed from the applicable software, databases and/or documentation. 

 

	 10.	  	 AUDITS. RMH will permit MCI, at MCI’s expense, to audit any of RMH’s systems, documents, processes, data, or reports related to the
performance of this Agreement or payments due under this Agreement. Such audits: (i) may not be held more frequently than twice per calendar year; (ii) shall require prior written notice to RMH; and (iii) shall be held at a time and place to be
mutually agreed upon during normal business hours. Any information obtained by MCI pursuant to an audit shall be subject to MCI’s obligation to keep such information confidential as more fully set forth in Section 12 hereto.

 

	 11.	  	 WARRANTIES AND REPRESENTATIONS. 

 

	  	 11.1	  	 RMH warrants to MCI that the Services shall be performed in a workmanlike manner and generally in accordance with the specifications and descriptions of such
Services as set forth in this Agreement. 

 

	  	 11.2	  	 RMH warrants and represents that it is not currently bound by any other agreements, restrictions or obligations, nor will RMH assume any such obligations or
restrictions which do or would in any way interfere or be inconsistent with the Services to be furnished by RMH to MCI. RMH warrants and represents that the signatory to this Agreement is authorized to enter into this Agreement with MCI in all
respects. 

 

	  	 11.3	  	 MCI warrants and represents that it is not currently bound by any other agreements, restrictions or obligations, nor will MCI assume any such obligations or
restrictions which do or would in any way interfere or be inconsistent with MCI’s obligations to RMH under this Agreement. MCI warrants and represents that the signatory to this Agreement is authorized to enter into this Agreement with RMH in
all respects. MCI warrants and represents that the MCI Software and MCI Proprietary Software or other intangibles provided by MCI to RMH to utilize in performing the Services will not infringe upon the proprietary rights of any third party.

 

	 12.	  	 CONFIDENTIALITY/PROPRIETARY INFORMATION. 

 

	  	 12.1	  	 Prior to performing Services on behalf of MCI, RMH and each RMH employee assigned to perform work under this Agreement shall read, understand, adhere to, and sign a
Confidentiality and Nondisclosure Agreement (NDA) in the form reviewed and approved by MCI. 

 

	  	 12.2	  	 The Parties agree that any and all confidential information and/or proprietary information relating to past, present and future activities, products, services,
business plans, business practices designated as confidential, or information that by its nature is presumed to be confidential (“Confidential Information”) (including MCI Customer lists, MCI card numbers, MCI Customer names, addresses and
billing data, call detail and/or financial information, information relating to MCI Customers or MCI Customer account information, and/or databases, as well as other material specifically designated by MCI in writing as confidential or proprietary)
(“MCI Confidential Information”)) furnished or disclosed in the course of this Agreement, or disclosed during the effective period(s) of other 

 

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	  	   	  	 Nondisclosure Agreement(s) in effect between the Parties, shall be and remain MCI or RMH property, as the case may be. During the term of this Agreement and for
seven (7) years thereafter, both Parties agree not to reveal, disclose, divulge, sell, license, exchange, lease or in any other way transfer the other Party’s Confidential Information to any third party. Neither Party shall use the other
Party’s Confidential Information for any purposes other than the Services to be performed hereunder without prior express written permission of the other Party and shall limit its copying of such Confidential Information to such purposes and
shall not disclose any such Confidential Information to anyone except its personnel to whom such disclosure is necessary to carry out the purposes of this Agreement. All such personnel shall be appropriately notified that any such disclosure to them
is made in confidence and shall be held in confidence. In the event any such Confidential Information must be disclosed by a Party to a third person for the purpose of allowing the Party to provide the Services hereunder, the Party shall, prior to
disclosure, obtain the other Party’s written permission and if permission is granted, shall obtain from the third person a written agreement regarding the confidentiality and specific use of the Confidential Information, the terms of which
shall be substantially identical to those contained herein. Either Party shall forward a copy of such third person’s nondisclosure agreement to the other Party upon written request. 

 

	  	 12.3	  	 The provisions of Paragraph 12.2 above shall not apply to information that was previously known to the other Party, free of any obligation to keep it confidential
as evidenced by written records, or information that is or has been disclosed in the public domain, through no fault of the other Party, by third persons who are under no obligation of confidence to either MCI or RMH, or information independently
developed by the other Party or obtained by a third party. Any combination of Confidential Information disclosed from MCI to RMH or RMH to MCI, shall not be deemed to be within the foregoing exceptions merely because individual portions of such
combinations are disclosed or separately known in the public domain or known by the other Party. Either Party may disclose Confidential Information if obligated by Court order or governmental process after providing the other Party with prior notice
that Confidential Information is being sought by legal process. 

 

	  	 12.4	  	 Both Parties acknowledge that the Confidential Information under this Agreement constitutes unique, valuable and special trade secret and business information of
the respective Parties, and that disclosure of such Confidential Information may cause irreparable injury to MCI or RMH as the case may be. Accordingly, the Parties acknowledge and agree that the remedy at law for any breach of the covenants
contained in Paragraph 12.2 of this Agreement may be inadequate, and in recognition, agree that the other Party shall, in addition, be entitled to seek injunctive relief and reasonable attorneys’ fees and other court costs and expenses, in the
event of a breach or threatened breach of any of the provisions of this Section 12 of this Agreement, which relief shall be in addition to and not in derogation of any other remedies which may be available to the other Party as a result of such
breach. 

 

	  	 12.5	  	 Either Party may file copies of this Agreement with a court or public agency, to the extent necessary to comply with applicable law or regulation, including,
without limitation, to comply with mandatory filing under the rules and regulations of the Securities and Exchange Commission and to the extent necessary in connection with review by lending institutions, subject to appropriate confidentiality
restrictions and subject to Section 16. The filing Party shall promptly notify the other Party of such requirement 

 

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	 13.	  	 INDEMNIFICATION/LIMITATION OF LIABILITY. 

 

	  	 13.1	  	 RMH agrees to indemnify, defend and hold harmless MCI, its parent company, subsidiaries, affiliates, employees, agents and assigns from and against all claims,
complaints, causes of action, liabilities, judgments, losses, penalties, costs and expenses (including allocable costs of in-house counsel and other reasonable attorneys’ fees) brought by third parties that arise out of or in connection with
(i) its breach of or default of any covenant or provision of this Agreement, (ii) the acts, errors, representations, misrepresentations, or negligence of RMH, or its officers, employees, affiliates, or agents, except insofar as such acts, omissions
or performance are specifically required by any Policies or Procedures established by MCI, or (iii) violation by RMH of a third party’s trade secrets, proprietary information, trademarks, copyright or patent rights in connection with the
performance of the Services. 

 

	  	 13.2	  	 MCI agrees to indemnify, defend and hold harmless RMH, its parent company, subsidiaries, affiliates, employees, agents and assigns from and against all claims,
complaints, causes of action, liabilities, judgments, losses, penalties, costs and expenses (including allocable costs of in-house counsel and other reasonable attorneys’ fees) brought by third parties that arise out of or in connection with
(i) its breach of or default of any covenant or provision of this Agreement, (ii) the acts, errors, representations, misrepresentations or negligence of MCI or its officers, employees, affiliates or agents, (iii) RMH’s compliance with any
Policies or Procedures specifically established by MCI, (iv) MCI’s failure to provide products or services to its Customers or any defect or deficiency in any products or services provided by MCI to its Customers, or (v) violation by MCI of a
third party’s trade secrets, proprietary information, trademarks, copyright or patent rights in connection with the performance of its obligations under this Agreement. 

 

	  	 13.3	  	 Except with respect to their obligations under the preceding provisions of this Section 13 regarding indemnification for third party claims under this Agreement;
neither Party shall have liability to the other with respect to its obligations under this Agreement for consequential, exemplary, special, incidental or punitive damages even if such Party has been advised of the possibility of such damages. None
of the payments, fines or penalties set out in Section 3.8, above, shall be considered subject to this Section. 

 

	 14.	  	 INSURANCE. RMH shall maintain during the Term of this Agreement all insurance and/or bonds required by law and as set forth herein, including but not
limited to: (i) Workmen’s Compensation Insurance [*]; (ii) Employer’s Liability Insurance [*]; (iii) Comprehensive General Liability Insurance and, if the use of automobiles is required, comprehensive automobile liability insurance for
owned, hired and non-owned automobiles, [*]; (iv) Professional Liability and Errors and Omissions Insurance covering RMH and MCI against damages caused by RMH of [*]; and (v) Fidelity bond coverage, covering acts of employee dishonesty of [*]; (vi)
such other “umbrella” and “excess” policy coverage which RMH or its parent corporation may have in effect from time to time to cover the actions of RMH, its employees and agents. [*]. RMH shall, prior to the start of work,
furnish certificates or adequate proof of the foregoing insurance. Further, RMH will ensure that each such certificate shall state that the insurance will not be canceled or modified unless [*]. 

 

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	 15.	  	 INTELLECTUAL PROPERTY. 

 

	  	 15.1	  	 Except as expressly provided in this Agreement, nothing in this Agreement shall be deemed to grant a Party any license, sublicense, copyright interest, proprietary
right or other claim against or interest in the other Party’s copyrights, patents, or other intellectual property. 

 

	  	 15.2	  	 Neither Party will use, or permit their respective employees, agents and subcontractors to use, the trademarks, service marks, logos, trade names or other
proprietary designations of the other Party, or the other Party’s affiliates, whether registered or unregistered, except in performance of the Services and obligations under this Agreement, and with such other Party’s prior written
consent. 

 

	 16.	  	 PUBLICITY AND USE OF RMH’s AND/OR MCI’s NAME. The Parties agree that they will not make, and they will prevent any of their subcontractors
from making, without the prior written consent of the other Party, any news release or public announcements which would confirm or deny the existence or the terms and conditions of all or any part of this Agreement or any discussions or negotiations
culminating herein, or the fact or nature of their participation hereunder, or any phase of any Services provided or activity conducted hereunder including, but not limited to, such information as the location of RMH Centers, number of CSRs, TMRs
and related Center Management and Administrative Personnel or any other information, whether or not Confidential Information, which would relate to or reflect on the nature or quality of the Services or obligations provided pursuant to this
Agreement. RMH represents that it will not make a public filing mentioning this Agreement unless such filing is mandatory under the Securities and Exchange Commission Rules and Regulations. In the event RMH is required under Securities and Exchange
Commission Rules and Regulations to make a mandatory public filing which will mention MCI or this Agreement, RMH shall immediately notify MCI and RMH shall seek confidential treatment from the Securities and Exchange Commission for any attachment to
such mandatory filing. Violation of this Paragraph shall be considered a material breach and cause for termination under Section 8. 

 

	 17.	  	 FRAUD PROCEDURES. RMH shall use reasonable efforts to take the following measures to help minimize fraud: 

 

	  	 17.1	  	 Destroy all CSR or TMR notes used at the RMH Centers periodically as directed by MCI; 

 

	  	 17.2	  	 Give MCI reasonable and appropriate assistance in the investigation of fraud by an RMH employee, it being understood and agreed that each Party shall bear its own
costs, both internal and external, of such investigations; 

 

	  	 17.3	  	 Make reasonable efforts to establish and implement a standard operating procedure for maintaining a paperless environment absent exigent circumstances;

 

	  	 17.4	  	 Establish and implement a standard operating procedure to control the recordation of customer authorization codes in any media except as jointly agreed upon by MCI
and RMH to support the delivery of Services and absent exigent circumstances; and 

 

	  	 17.5	  	 Allow MCI to make periodic reviews of RMH’s fraud procedures, as such procedures relate to fraud control hereunder. 

 

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	 18.	  	 FORCE MAJEURE. 

 

	  	 18.1	  	 Force Majeure. Neither Party shall be liable for a failure or delay in performance of its obligations hereunder by reason of any circumstance which is caused
by an act of God, or other factors beyond its reasonable control, including labor disputes, where such delay or failure could not have been prevented by reasonable precautions and cannot reasonably be circumvented by the Party through the use of
alternate sources, work-around plans, or other means. During a force majeure occurrence, the non-performing Party shall be excused from any further performance or observance of the obligation(s) so affected for as long as such circumstances prevail
and such Party continues to use its best efforts to recommence performance or observance whenever and to whatever extent possible without delay. The failure or a delay of an equipment vendor shall not be considered beyond the control of a Party. If
either Party becomes aware of any such factor that would cause a delay or failure in performance, it shall immediately notify the other Party of the existence of such factor and probable length of continuation thereof, and no Party’s failure or
delay in performance will be excused under this Section before such notice is provided. 

 

	  	 18.2	  	 If a force majeure occurrence prevents RMH from rendering Services pursuant to this Agreement and RMH with the cooperation and assistance of MCI (but without any
obligation on MCI to incur costs), is unable to resume Services for fourteen (14) or more consecutive days, MCI’s obligations to continue making payments to RMH and to be responsible for its obligations under the Annual Volume Commitment
provided herein shall be suspended until Services are resumed. Immediately following the aforementioned fourteen (14) day period MCI shall have the right, but not the obligation, to immediately terminate this Agreement as to the RMH Centers so
affected. If MCI does not exercise its right to terminate this Agreement under this Section, MCI may elect upon notice to RMH to extend the Term for a period equal to the period during which RMH’s rendition of Services was prevented due to a
force majeure occurrence. For the purposes of this Section 18.2, a resumption of performance will be deemed to have occurred if RMH is able to implement work-around plans acceptable to MCI, and at RMH’s cost, that result in Calls being handled
by RMH either at the affected RMH Center or other RMH Centers. In the event RMH implements a work-around plan, MCI shall use reasonable efforts, at RMH’s cost, to support RMH, including without limitation, arranging for and installing MCI
Equipment and MCI Software at RMH’s other Center(s) then being used to resume performance, and assigning MCI personnel to such Center(s) to perform the same functions they were performing at the affected RMH Centers. If a work-around plan is
implemented, RMH shall use reasonable efforts to restore or replace the affected Center as soon as possible after the force majeure occurrence. 

 

	  	 18.3	  	 Within sixty (60) days of execution of this Agreement, RMH agrees to develop a mutually acceptable disaster recovery plan, which, upon execution by both Parties,
will supersede the terms of Section 18.2. The Parties acknowledge and agree that such plan will outline RMH’s responsibilities in the case of a force majeure occurrence. 

 

	 19.	  	 DISPUTE RESOLUTION PROCEDURES. In the event of a dispute under this Agreement, other than a dispute related to the release of Confidential
Information, the Parties agree to take the following steps to resolve the dispute: 

 

	  	 19.1	  	 RMH’s Operation Team and MCI’s Operation Team will make good faith efforts to resolve the matter before forwarding the matter to the next level;

 

18 

 

	  	 19.2	  	 The matter will then be referred to the respective Authorized Individuals named in Schedule H; and 

 

	  	 19.3	  	 If the most senior Authorized Individuals for MCI and RMH cannot resolve the matter within fourteen (14) days and do not agree to extend the time for them to reach
a resolution then the matter will be referred to arbitration. 

 

	 20.	  	 ARBITRATION. Any dispute arising out of or related to this Agreement, which cannot be resolved by negotiation between MCI and RMH, shall be settled by
binding arbitration in accordance with the J.A.M.S/ENDISPUTE Arbitration Rules and Procedures, as amended by this Agreement. Arbitrator selection shall be by mutual agreement, and the Parties shall make reasonable efforts to select three (3)
arbitrators, at least one of whom has relevant telecommunications and/or call center industry experience. If the Parties have not agreed upon three (3) arbitrators within thirty (30) days of the matter being submitted to arbitration, the next day
each Party will select one arbitrator and within the next five (5) days, the two arbitrators will select the third arbitrator. The costs of arbitration, including the fees and expenses of the arbitrators, shall be shared equally by the Parties
unless the arbitration award provides otherwise. Each Party shall bear the cost of preparing and presenting its case. All arbitration proceedings shall be held at the location designated by the Party seeking the arbitration. The Parties agree that
this provision and the arbitrators’ authority to grant relief shall be subject to the United States Arbitration Act, 9 U.S.C. 1-16 et seq. (“USAA”), the provisions of this Agreement, and the ABA-AAA Code of Ethics for Arbitrators in
Commercial Disputes. The Parties agree that the arbitrators shall have no power or authority to make awards or issue orders of any kind except as expressly permitted by this Agreement, and in no event shall the arbitrators have the authority to make
any award that provides for punitive or exemplary damages. The arbitrators’ decision shall follow the plain meaning of the relevant documents, and shall be final and binding. The award may be confirmed and enforced in any court of competent
jurisdiction. All post-award proceedings shall be governed by the USAA. This provision should not be construed so as to prohibit either Party from seeking preliminary or permanent injunctive relief in any court of competent jurisdiction.

 

	 21.	  	 ATTORNEYS’ FEES. In the event that either Party is required to enforce or preserve any of its rights hereunder, the non-prevailing Party shall
pay all of the prevailing Party’s reasonable attorneys’ fees and costs, including allocable costs of in-house counsel, incurred in connection with any such action. 

 

	 22.	  	 GOVERNING LAW. This Agreement shall be interpreted, construed and governed by the laws of the State of New York, without regard to its conflict of law
provisions. 

 

	 23.	  	 IMMIGRATION LAWS COMPLIANCE. 

 

	  	 23.1	  	 RMH warrants, represents, covenants and agrees that it will not knowingly assign to perform Services under this Agreement any individual who is an unauthorized
alien under the Immigration Reform and Control Act of 1986 or its implementing regulations. 

 

	  	 23.2	  	 In the event any RMH personnel performing Services under this Agreement, or other individual(s) providing Services to MCI on behalf of RMH under this Agreement, are
discovered to be unauthorized aliens, RMH will immediately remove such individuals from performing Services and replace such individuals with individuals who are, to RMH’s knowledge, not unauthorized aliens. 

 

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	 24.	  	 NO ASSIGNMENT. This Agreement may not be assigned by any Party by operation of law, or otherwise, except with the prior written consent
of the other Party. Neither Party shall voluntarily or by operation of law assign, sublicense, transfer, encumber or otherwise dispose of all or any part of its interest in this Agreement without the prior written consent of the non-assigning Party.
Any attempted assignment, sub-license, transfer, encumbrance or other disposal without such consent shall be void and shall constitute a material default and breach of this Agreement. A change in the controlling interest of a Party shall not be
deemed an assignment for purposes of this section except if the holder of such controlling interest is a competitor of MCI, its parent subsidiaries or affiliates. Notwithstanding the foregoing, either Party may assign or transfer its rights and
obligations hereunder to an adequately capitalized affiliate or subsidiary to which its relevant operations and assets are transferred and which is not a competitor of MCI, its parent, subsidiaries or affiliates; provided, however, that MCI must
approve such an assignment by RMH, such approval not to be unreasonably withheld, nor shall such approval be conditioned upon receiving any monetary consideration from RMH or the assignee or obtaining any additional terms for MCI’s betterment
in this Agreement. 

 

	 25.	  	 NOTICES. Any notice, consent, approval, election or other communication provided for in this Agreement shall be in writing and shall be either (i)
personally delivered, (ii) sent by reputable overnight courier service (charges prepaid), or (iii) sent via facsimile (with confirmation of transmission) to the addresses listed below. The Parties agree that this Section does not apply to regular
operational communications: 

 

	   	  	 If to MCI: 

MCI WORLDCOM Communications, Inc. 
22001 Loudoun County Parkway 
Ashburn, VA 20147 
Attention: Rob Marney 
Facsimile: (703) 886-0171

 
with copies to: 
MCI WORLDCOM Communications, Inc. 
22001 Loudoun County Parkway 
Ashburn, VA 20147 
Attention: MCI Legal 
Facsimile: (703) 886-0568 
 

	   	  	 If to RMH: 

RMH Teleservices, Inc. 
15 Campus Boulevard 
Newtown Square, PA 19073 
Attention: Scot Brunke 
Facsimile: (610) 492-0042

 
with copies to: 
RMH Teleservices, Incorporated 
Wolf, Block Schorr & Solis-Cohen 
1650 Arch Street 
Philadelphia, PA 19103 
Attention: Jay Dubow, Esq.

Facsimile: (215) 977-2334 
 

20 

 

	   	  	 Any Party may change the address, person or facsimile number to which its communications are sent by giving notice as provided for herein.

 

	 26.	  	 NO WAIVER. The failure of either Party in any one or more instances to insist upon strict performance of any of the terms and provisions of this
Agreement, or to exercise any option herein conferred shall not be construed as a waiver or relinquishment, to any extent, of the right to assert or rely upon any such terms, provisions or options on any future occasion. 

 

	 27.	  	 HEADINGS. The Section headings contained in this Agreement are for reference purposes only and shall not affect in any manner the meaning or
interpretation of this Agreement. The use of the words “shall” and “will” are intended by the Parties to have the same meaning throughout this Agreement. 

 

	 28.	  	 SEVERABILITY. If any of the provisions of this Agreement shall be invalid or unenforceable, such invalidity or unenforceability shall not invalidate
or render unenforceable the entire Agreement, but rather the entire Agreement shall be construed as if not containing the particular invalid or unenforceable provision or provisions, and the rights and obligations of the Parties shall be construed
and enforced accordingly. 

 

	 29.	  	 ENTIRE AGREEMENT, AMENDMENTS, MODIFICATIONS, THIRD PARTY BENEFICIARIES AND SURVIVAL. 

 

	  	 29.1	  	 Entire Agreement. This Agreement shall become binding when executed by both Parties. This Agreement constitutes the entire Agreement between MCI and RMH with
respect to the subject matter hereof and supercedes any previous agreements or understandings with respect to that subject matter. 

 

	  	 29.2	  	 Modification. This Agreement shall not be amended or modified in any manner, except by an instrument in writing signed by duly authorized representatives of
each of the Parties hereto. 

 

	  	 29.3	  	 No Third Party Beneficiaries. Except as specifically provided herein, no person not a Party hereto shall have any interest herein or be deemed a third party
beneficiary hereof. This Agreement shall not provide any person or entity not a Party to this Agreement with any remedy, claim, liability, reimbursement, cause of action or other right in addition to those existing without reference to this
Agreement. 

 

	  	 29.4	  	 Survival. Those provisions of this Agreement that require performance or impose obligations that extend beyond the terms of this Agreement shall survive any
termination or expiration of the Agreement. 

 

	 30.	  	 ORDER OF PRECEDENCE. In the event of an inconsistency between or among the textual provisions of the Agreement and/or the Schedules, the inconsistency
shall be resolved by giving precedence in the following order: 

	  	 (a)	  	 Text of Agreement 

	  	 (b)	  	 Schedules to the Agreement 

 

	 31.	  	 COMPLIANCE WITH LAW. 

 

	  	 31.1	  	 At all times during the term of this Agreement, RMH shall fully comply, and be and remain in compliance, with all applicable laws, rules and regulations, and the
terms of this Agreement relating to or affecting the performance of its obligations hereunder, including, but not limited to, the federal Telephone Consumer 

 

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	  	   	  	 Protection Act and all state equivalent laws, along with laws related to employment of labor, hours of labor, working conditions, payment of wages, and payment of
taxes, such as unemployment, social security and other payroll taxes, and shall secure and maintain in full force and effect all licenses, permits and authorizations necessary for the performance of its obligations hereunder. Additionally, RMH will
fully comply with any requirements imposed upon MCI by any regulatory body or court, whether by Order, Judgment, Settlement or Consent Decree, as regards the sales of telecommunications services. 

 

	  	 31.2	  	 At all times during the term of this Agreement, MCI shall fully comply, and be and remain in compliance with all applicable laws, rules and regulations, and the
terms of this Agreement relating to or affecting the performance of its obligations hereunder, and shall secure and maintain in full force and effect all licenses, permits and authorizations necessary for the performance of its obligations
hereunder. 

 

	  	 31.3	  	 Each Party shall immediately notify the other Party in writing of the commencement or threatened commencement of any action, suit or proceeding, and the issuance or
threatened issuance of any order, writ, injunction or decree, involving its activities under this Agreement. 

 

	 32.	  	 NON-ASSUMPTION 

 

	  	 32.1	  	 RMH agrees that this amendment does not constitute an assumption of the Agreement as that term is used under applicable bankruptcy law. 

 
IN WITNESS WHEREOF, the Parties have executed this Agreement
through their authorized representatives. 
 

	  RMH TELESERVICES, INC.
	  	  MCI WORLDCOM
  COMMUNICATIONS, INC.

	
	  /s/ J. Scot Brunke

  Signature
	  	  /s/ Gregory Rayburn

  Signature

	
	  J. Scot Brunke

 Name
	  	  Gregory Rayburn

  Name

	
	  Chief Financial Officer

  Title
	  	  Chief Restructuring Officer

  Title

	
	  12/13/02

  Date
	  	  12/15/02

  Date

 
 
 

22 

 
List of
Schedules 
 
Schedule A – Definitions 
 
Schedule B – Top Center Ranking 
 
Schedule C – Pricing 
 
Schedule D – Equipment/Software 
 
Schedule E – Termination Payments 
 
Schedule F – Operation Teams 
 
Schedule G – Compensation Structure 
 
Schedule H – Authorized Individuals 
 

23 

 
Schedule A

DEFINITIONS 
 
Terms appearing in initial capital letters shall have the meaning set forth in this Schedule and/or as elsewhere set forth in the Agreement. 
 
“Abandoned Call” shall mean a Call that has been seized by
the ACD but was not answered by a CSR prior to disconnect, as measured by the ACD. 
 
“ABay” shall mean a type of training that is split between “classroom” work and time the CSR or TMR is plugged into the ACD making or handling calls. 
 
“ACD” shall mean automatic call distribution equipment.

 
“Agency Escalation” shall mean any complaint
received by MCI from the FCC, FTC, BBB, or any state commission or agency regarding Services performed by RMH CSRs or TMRs. 
 
“Agreement” means this Agreement for provision of Call Center Services between MCI WORLDCOM Communications, Inc. and RMH Teleservices,
Inc., including the principal agreement and all Schedules. 
 
“Attrition” shall mean the loss of CSRs and TMRs that results from normal business events such as voluntary terminations, involuntary terminations, internal promotions, internal demotions and retirements.

 
“Average Handle Time (“AHT”) shall
equal Handle Time divided by Calls Handled. 
 
“Authorized
Individuals” shall be those individuals identified in Schedule H. 
 
“Calls Handled” shall mean Calls Offered less Abandoned Calls, as measured by the ACD. 
 
“Calls Offered” shall mean the Calls routed from MCI’s network to a RMH Center, as measured by the ACD. 
 
“Call Campaign” shall mean an identifiable body of MCI Data
delivered to RMH for use in making Telemarketing Calls.  
 
“Center Management and Administrative Personnel” shall mean RMH personnel responsible for directing the activities of RMH Centers. 
 
“Confirmed Line Sale” shall mean a sale of an MCI product or service by an RMH TMR that the TPV vendor
confirms to be a sale through the use of specific TPV standards which demonstrate that the Customer has authorized a switch of his or her long distance, local toll, or local telephone service for a particular ANI from his or her previous carrier to
MCI. 
 
“Customer” or “MCI
Customer” shall mean a current or potential customer of MCI. 
 
“Customer Service Call(s)” or “Call(s)” shall mean inbound telecommunications-related customer service inquiries handled and resolved by CSRs, and include the upselling of MCI products and services. These
calls begin with a Customer or other outside seizure that reaches the ACD. 
 

24 

 
“Cycle” shall
mean the division of a month for telemarketing purposes. Each month is divided into two Cycles (1st
–15th and 
16th-month end). 
 
“Handle Minutes” shall equal Calls Handled times AHT. 
 
“Handle Time” shall equal Talk Time plus Work Time plus
Unavailable Time. 
 
“Houston Center Lease” shall
mean that certain Sublease Agreement dated October 28, 2000 between RMH and Wal-Mart Real Estate Business Trust, as amended by First Amendment to Sublease dated January 17, 2001. 
 
“Internal Centers” shall mean MCI’s own customer service and telemarketing call centers. 
 
“LAN” shall mean local area network. 
 
“MCI Competitor” shall be any entity providing long distance
telephone service, local telephone service, internet access or service, cellular or PCS service, wireless or fixed wireless service, paging service and cable service. 
 
“MCI Data” shall mean MCI’s list of consumer leads made available by MCI to RMH to be Called and
offered MCI services and/or products. 
 
“Parties”
shall mean MCI WORLDCOM Communications, Inc. and RMH Teleservices, Inc. 
 
“Policies and Procedures” means the MCI Policies and Procedures for performing telemarketing and customer service. 
 
“RMH Center(s)” shall mean the RMH call center service facilities. 
 
“Schedule Adherence” shall mean a comparison of actual CSRs versus planned CSRs at each 1/2 hour time
period. 
 
“Seasonality” shall mean those periods
where Services decrease due to the holiday season, resulting in a reduced number of working days during the holiday season months. 
 
“Segment” shall mean a specified type of Customer Service Call (e.g., local, partner, unbranded). 
 
“Talk Time” shall mean the time involved in handling a call,
starting when a Call is seized by a CSR and ending when the Call is released by a CSR or is otherwise disconnected as measured by the ACD. 
 
“Telemarketing Representative” or “TMR” shall mean an employee, agent or independent contractor of RMH who has responsibility
for providing the telemarketing Services at the RMH Centers in accordance with the terms of this Agreement. 
 
“Telemarketing Call” or “Call” shall mean an outbound residential or small business telemarketing call that is automatically dialed through the RMH Center’s automatic
dialer to a lead contained in the MCI Data and then routed, via MCI’s system and the SMART/Call desktop application, to a TMR to handle the Services as measured by the ACD. 
 
“Training Hour” shall mean the time a CSR or TMR is in MCI- specific training. The term “Training
Hour” does not include time spent by a CSR/TMR in Initial Training, logged onto the system, scheduled breaks, means, on sick leave, disability leave, family leave, vacation, jury duty or military service. 
 

25 

 
“Unavailable
Time” shall mean the total time, in seconds, a CSR was logged in to the ACD but unavailable to take Calls. 
 
“Work Hour or System Hour” shall mean each hour that a CSR/TMR is logged onto the system making a Call or waiting to make a Call as
measured by the ACD. The term “Work Hour” does not include time spent by a CSR/TMR in ongoing training, meetings, pre-shift meetings, scheduled breaks, unscheduled breaks, Unavailable Time, meals, on sick leave, disability leave, family
leave, vacation, jury duty or military service. 
 
“Work
Time” shall mean time spent by a CSR performing follow-up work on a Call (account notation, etc.), as measured by the ACD. During Work Time, a CSR is signed onto the ACD in the Work Time state and is not available to answer a Call. The
average of Work Time per Call Handled shall be known as “Average Work Time” (“AWT’) and shall be calculated by dividing total Work Time by total Calls Handled. 
 

26 

 
SCHEDULE B

 
TOP CENTER RANKING

 

	 1.	  	 Top Center Ranking. 

 

	  	 1.1.	  	 Top Center Ranking is an MCI measurement of key elements that allows MCI to focus on the critical areas of call center operation. Every Center is measured and stack
ranked on the same elements. 

 

	  	 1.2.	  	 Customer Service Centers and Telemarketing Centers are measured on different key elements. MCI has the right, in its sole discretion, to vary the elements contained
in each Top Center Ranking, the performance standards contained in each element, and the weight each element is given. All modifications will be consistent with those utilized by MCI for its Internal Centers. 

 

	  	 1.3.	  	 RMH agrees to meet the performance standards for each key element as set out in MCI’s Policies and Procedure. 

 

	  	 1.4.	  	 MCI will publish daily reporting on the Top Center Rankings. MCI will publish monthly rankings. All penalties and incentives are paid based on monthly rankings, as
set out in Schedule C. 

 

	 2.	  	 Top Telemarketing Center Ranking. 

 

	  	 2.1.	  	 Key elements may include, but are not limited to the following: 

 

	  	 2.1.1.	  	 Sales 

 

	  	 2.1.2.	  	 Attrition 

 

	  	 2.1.3.	  	 Budget Management 

 

	  	 2.1.4.	  	 Paid Efficiency 

 

	  	 2.1.5.	  	 Standard Operating Procedures 

 

	 3.	  	 Top Customer Service Center Ranking. 

 

	  	 3.1.	  	 Key elements may include, but are not limited to the following: 

 

	  	 3.1.1.	  	 Sales 

 

	  	 3.1.2.	  	 Quality (QCI) 

 

	  	 3.1.3.	  	 Staffing (Schedule Adherence/Schedule Compliance) 

 

	  	 3.1.4.	  	 Call Handing (AHT) 

 

27 

 
SCHEDULE C

Pricing 
 

	 1.	  	 RMH PRICING. 

 

	  	 1.1	  	 Monthly Customer Service Compensation : 

 

	  	 1.1.1	  	 RMH shall be compensated on a monthly basis as follows: 

 

	  	 1.1.1.1	  	 If actual Handle Minutes (actual Calls Handled x monthly AHT goal) is greater than [*] of the monthly Handle Minute Forecast, then compensation is based on actual
Handle Minutes. 

 

	  	 1.1.1.2	  	 If actual Handle Minutes are below [*] of the monthly Handle Minute Forecast and RMH has met the minimum Schedule Adherence Standards, then MCI will compensate RMH
for [*] of the monthly Handle Minute Forecast. 

 

	  	 1.1.1.3	  	 If RMH has not met the minimum Schedule Adherence Standards, then compensation is based on the actual Handle Minutes. 

 

	  	 1.1.2	  	 RMH will document actual AHT and Calls Handled per invoice via the ACD reports. MCI reserves the right to review the ACD, ancillary reports, and any back-up
documentation as necessary, notwithstanding any limits on number of audits set forth in Section 10 of the Agreement. 

 

	  	 1.1.3	  	 Handle Minute Pricing Schedule: 

 

	  	 1.1.3.1	  	 For all Calls Handled by CSRs being paid Language Diff 

 

	  Customer Service: Spanish

	   	  2001

	   	  2002-2005

	  <= [*] Handle Minutes
	   	  $
	  [*]/System Hour
	   	  $
	  [*]/System Hour

	  	   	
	
	   	
	

	  [*]
	   	  $
	  [*]
	   	  $
	  [*]

	  	   	
	
	   	
	

	  >[*]
	   	  $
	  [*]
	   	  $
	  [*]

	  	   	
	
	   	
	

 

	  	 1.1.3.2	  	 For all Calls Handled by CSRs not being paid Language Diff 

 

	  Customer Service: English

	   	  2001

	   	  2002-2005

	  <= [*] Handle Minutes
	   	  $
	  [*]/System Hour
	   	  $
	  [*]/System Hour

	  	   	
	
	   	
	

	  [*]
	   	  $
	  [*]
	   	  $
	  [*]

	  	   	
	
	   	
	

	  >[*]
	   	  $
	  [*]
	   	  $
	  [*]

	  	   	
	
	   	
	

 

	  	 1.1.3.3	  	 Pricing Example: 

 
MCI shall compensate RMH for Handle Minutes on a System Hour basis if volumes do not exceed [*] Handle Minutes per month. Where Handle
Minutes exceed [*] per month, MCI shall compensate RMH on a per Handle Minute basis. The [*] Handle Minutes per month will be paid at the rates set forth above. All incremental Handle Minutes above [*] will be paid at the rates set forth above.

 

	  	 1.2	  	 Monthly Telemarketing Compensation 

 

	  	 1.2.1	  	 RMH shall be compensated on all actual Work Hours, as qualified by Section 1.2.1.1. 

 

	  	 1.2.1.1	  	 If RMH believes actual Work Hours will be [*] of the monthly Work Hour Forecast, then RMH must provide written notice outlining the reasons for the
overage/shortfall. This notice must be provided [*] prior to the end of the month. If this notice is not provided and hours are greater than [*] to Work Hour Forecast, MCI reserves the right to limit the compensation payment for that month to [*] of
the Work Hour Forecast. 

 

	  	 1.2.2	  	 Hourly Pricing Schedule: 

 

	  	 1.2.2.1	  	 For all Work Hours by TMRs being paid Language Diff 

 

	  TeleMarketing: English

	     	  2001-June 2002

	     	  July-Dec 2002

	   	  2003-2006

	  <= [*] Handle Minutes
	     	  $
	  [*]
	     	  $
	  [*]
	   	  $
	  [*]

	  	     	
	
	     	
	
	   	
	

	  [*]
	     	  $
	  [*]
	     	  $
	  [*]
	   	  $
	  [*]

	  	     	
	
	     	
	
	   	
	

	  >[*]
	     	  $
	  [*]
	     	  $
	  [*]
	   	  $
	  [*]

	  	     	
	
	     	
	
	   	
	

 

	  	 1.2.2.2	  	 For all Work Hours by TMRs not being paid Language Diff 

 

	  TeleMarketing: English

	     	  2001-June 2002

	     	  July-Dec 2002

	   	  2003-2006

	  <= [*] Handle Minutes
	     	  $
	  [*]
	     	  $
	  [*]
	   	  $
	  [*]

	  	     	
	
	     	
	
	   	
	

	  [*]
	     	  $
	  [*]
	     	  $
	  [*]
	   	  $
	  [*]

	  	     	
	
	     	
	
	   	
	

	  >[*]
	     	  $
	  [*]
	     	  $
	  [*]
	   	  $
	  [*]

	  	     	
	
	     	
	
	   	
	

 

	  	 1.2.2.3	  	 Pricing Example: 

 
The first [*] Work Hours per month will be paid at [*] per Work Hour. All incremental Work Hours above [*] and up to [*] will be paid at
[*] per Work Hour. All incremental Work Hours above [*] will be paid at [*] per Work Hour. . 
 

	 2.	  	 PENALTIES/INCENTIVES 

 

	  	 2.1.	  	 RMH will be eligible to receive penalties and incentives for the performance of both customer service and telemarketing Services. Penalties and incentives are based
on Top Center Rankings as set out in Schedule B. 

 

	  	 2.1.1	  	 RMH will not be eligible for penalties or incentives until [*]. 

 

	  	 2.1.2	  	 Customer Service and Telemarketing Top Center Rankings will both be measured. Any penalties or incentives will be separately applied to customer service and
telemarketing compensation. 

 

	  	 2.1.3	  	 The Penalty/Incentive Pay Schedule will be applied to the actual Handle Minutes paid for customer service, and the actual Work Hours paid for telemarketing.

 

	  	 2.1.4.	  	 Penalties/incentives will be invoiced on the first invoice following MCI’s monthly determination of Top Center Rankings. 

 

	  TM Ranking

	     	  Penalties/Incentives

	  Top Center
	     	  [*]

	  Top [*] Centers
	     	  [*]

	  Top[*]
	     	  [*]

	  Bottom[*]
	     	  [*]

	  Bottom [*] Centers
	     	  [*]

	  Bottom Center
	     	  [*]

 

	  	 2.2	  	 Penalty/Incentive Pay Schedule. 

 

	  	 2.2.1	  	 Top Center incentive is based on meeting all qualifications for Top Center and being ranked number 1. 

 

	  	 2.2.2	  	 All other Penalty/Incentive categories are based on the stack ranking of all Centers. 

 

	 3.	  	 Monthly Management Fee 

 

	  	 3.1.	  	 MCI agrees to pay RMH a Monthly Management Fee for the use of the [*]. The Monthly Management Fee is premised on MCI having dedicated use of the [*]. In the event
that MCI agrees to allow RMH to use any of part of the [*], this fee will be renegotiated. 

	  	 3.2.	  	 The Monthly Management Fee will be [*]. 

 

28 

 
SCHEDULE D

 
EQUIPMENT/SOFTWARE 
 

	  Item

	  	  Qty

	  	  Cost

	   	  Owner

	   	  	   	  	   	  
	  AVI
	  	  [*]
	  	  [*]
	   	  MCI
	   	  	   	  	   	  
	  Headsets
	  	  [*]
	  	  [*]
	   	  MCI
	   	  	   	  	   	  
	  Network
	  	  [*]
	  	  [*]
	   	  MCI
	   	  	   	  	   	  
	  Other 1x Costs
	  	  [*]
	  	  [*]
	   	  MCI
	   	  	   	  	   	  
	  Radio Communication
	  	  [*]
	  	  [*]
	   	  MCI
	   	  	   	  	   	  
	  Servers
	  	  [*]
	  	  [*]
	   	  MCI
	   	  	   	  	   	  
	  Software Licenses
	  	  [*]
	  	  [*]
	   	  MCI
	   	  	   	  	   	  
	  Telco
	  	  [*]
	  	  [*]
	   	  MCI
	   	  	   	  	   	  
	  Spectrum ACD
	  	  [*]
	  	  [*]
	   	  MCI
	   	  	   	  	   	  
	  Cisco Routers
	  	  [*]
	  	  [*]
	   	  MCI
	   	  	   	  	   	  
	  MCI Cost Subtotal
	  	  	  	  [*]
	   	  	   	  	   	  	   	  
	  PCs
	  	  [*]
	  	  [*]
	   	  RMH
	   	  	   	  	   	  
	  Printers
	  	  [*]
	  	  [*]
	   	  RMH
	   	  	   	  	   	  
	  Cabling/Wiring
	  	  [*]
	  	  [*]
	   	  RMH
	   	  	   	  	   	  
	  Fax Machines
	  	  [*]
	  	  [*]
	   	  RMH
	   	  	   	  	   	  
	  Copy Machines
	  	  [*]
	  	  [*]
	   	  RMH
	   	  	   	  	   	  
	  Sound System
	  	  [*]
	  	  [*]
	   	  RMH
	   	  	   	  	   	  
	  Security System
	  	  [*]
	  	  [*]
	   	  RMH
	   	  	   	  	   	  
	  RMH Cost Subtotal
	  	  	  	  [*]
	   	  	   	  	   	  	   	  
	  MCI + RMH Cost Total
	  	  	  	  [*]
	   	  	   	  	   	  	   	  
	  MCI Provided Equipment
	   	  	   	  [*]
	   	  [*]

	  AVI
	   	  	   	  [*]
	   	  [*]

	  AVI            Projectors
	   	  	   	  [*]
	   	  [*]

	  AVI            TVs
	   	  	   	  [*]
	   	  [*]

	  AVI            VCRs
	   	  	   	  [*]
	   	  [*]

	  Headsets            
	   	  	   	  [*]
	   	  [*]

	  Headsets            Cordless Sup
	   	  	   	  [*]
	   	  [*]

	  Headsets            Rep Headsets
	   	  	   	  [*]
	   	  [*]

	  Network
	   	  	   	  [*]
	   	  [*]

	  Network Analyzer
	   	  	   	  [*]
	   	  [*]

	  Network Cabling
	   	  	   	  [*]
	   	  [*]

	  Network Firewall
	   	  	   	  [*]
	   	  [*]

	  Network Routers
	   	  	   	  [*]
	   	  [*]

	  Network Routers
	   	  	   	  [*]
	   	  [*]

	  Network Sniffer
	   	  	   	  [*]
	   	  [*]

	  Other 1x Costs
	   	  	   	  [*]
	   	  [*]

	  Radio Communication
	   	  	   	  [*]
	   	  [*]

	  Radios                    Motorola
	   	  	   	  [*]
	   	  [*]

	  Servers            
	   	  	   	  [*]
	   	  [*]

	  Server            Backend
	   	  	   	  [*]
	   	  [*]

	  Server            E2E
	   	  	   	  [*]
	   	  [*]

	  Server            Genesys
	   	  	   	  [*]
	   	  [*]

	  Server            Racks
	   	  	   	  [*]
	   	  [*]

	  Server            Spectrum
	   	  	   	  [*]
	   	  [*]

	  Software Licenses
	   	  	   	  [*]
	   	  [*]

	  Software
Licenses            3CS
	   	  	   	  [*]
	   	  [*]

	  Software
Licenses            IEX
	   	  	   	  [*]
	   	  [*]

	  Software
Licenses            NetOp
	   	  	   	  [*]
	   	  [*]

	  Software
Licenses            SHI
	   	  	   	  [*]
	   	  [*]

	  Software
Licenses            SQL/Oracle
	   	  	   	  [*]
	   	  [*]

	  Software
Licenses            TAL
	  	  	  	  	   	  	   	  	   	  [*]
	   	  [*]

	  Software
Licenses            Witness
	  	  	  	  	   	  	   	  	   	  [*]
	   	  [*]

	  Telco
	  	  	  	  	   	  	   	  	   	  [*]
	   	  [*]

	  Telco            Consoles
	  	  	  	  	   	  	   	  	   	  [*]
	   	  [*]

	  Telco            ECHO
Cards
	  	  	  	  	   	  	   	  	   	  [*]
	   	  [*]

	  Telco            INOVA
	  	  	  	  	   	  	   	  	   	  [*]
	   	  [*]

	  Telco            Install
	  	  	  	  	   	  	   	  	   	  [*]
	   	  [*]

	  Telco            Mini
Inmate Phones
	  	  	  	  	   	  	   	  	   	  [*]
	   	  [*]

	  Telco            Misc
	  	  	  	  	   	  	   	  	   	  [*]
	   	  [*]

	  Telco            PBX
Phones & Vmail
	  	  	  	  	   	  	   	  	   	  [*]
	   	  [*]

	  Telco            Spectralink Phones
	  	  	  	  	   	  	   	  	   	  [*]
	   	  [*]

	  Telco            Spectrum
Equipment
	  	  	  	  	   	  	   	  	   	  [*]
	   	  [*]

	  Telco            Telco
Cards
	  	  	  	  	   	  	   	  	   	  [*]
	   	  [*]

	              Total
	  	  	  	  	   	  [*]
	   	  	   	  	   	  

 
[*] 
 

29 

 
SCHEDULE E:

 
TERMINATIONPAYMENTS 
 

	  	     	  Payment Schedule 1

	     	  Payment Schedule 2

	  Jan-03
	     	  [*]
	     	  [*]

	  Feb-03
	     	  [*]
	     	  [*]

	  Mar-03
	     	  [*]
	     	  [*]

	  Apr-03
	     	  [*]
	     	  [*]

	  May-03
	     	  [*]
	     	  [*]

	  Jun-03
	     	  [*]
	     	  [*]

	  Jul-03
	     	  [*]
	     	  [*]

	  Aug-03
	     	  [*]
	     	  [*]

	  Sep-03
	     	  [*]
	     	  [*]

	  Oct-03
	     	  [*]
	     	  [*]

	  Nov-03
	     	  [*]
	     	  [*]

	  Dec-03
	     	  [*]
	     	  [*]

	  Jan-04
	     	  [*]
	     	  [*]

	  Feb-04
	     	  [*]
	     	  [*]

	  Mar-04
	     	  [*]
	     	  [*]

	  Apr-04
	     	  [*]
	     	  [*]

	  May-04
	     	  [*]
	     	  [*]

	  Jun-04
	     	  [*]
	     	  [*]

	  Jul-04
	     	  [*]
	     	  [*]

	  Aug-04
	     	  [*]
	     	  [*]

	  Sep-04
	     	  [*]
	     	  [*]

	  Oct-04
	     	  [*]
	     	  [*]

	  Nov-04
	     	  [*]
	     	  [*]

	  Dec-04
	     	  [*]
	     	  [*]

	  Jan-05
	     	  [*]
	     	  [*]

	  Feb-05
	     	  [*]
	     	  [*]

	  Mar-05
	     	  [*]
	     	  [*]

	  Apr-05
	     	  [*]
	     	  [*]

	  May-05
	     	  [*]
	     	  [*]

	  Jun-05
	     	  [*]
	     	  [*]

	  Jul-05
	     	  [*]
	     	  [*]

	  Aug-05
	     	  [*]
	     	  [*]

	  Sep-05
	     	  [*]
	     	  [*]

	  Oct-05
	     	  [*]
	     	  [*]

	  Nov-05
	     	  [*]
	     	  [*]

	  Dec-05
	     	  [*]
	     	  [*]

	  Jan-06
	     	  [*]
	     	  [*]

	  Feb-06
	     	  [*]
	     	  [*]

	  Mar-06
	     	  [*]
	     	  [*]

	  Apr-06
	     	  [*]
	     	  [*]

	  May-06
	     	  [*]
	     	  [*]

	  Jun-06
	     	  [*]
	     	  [*]

	  Jul-06
	     	  [*]
	     	  [*]

	  Aug-06
	     	  [*]
	     	  [*]

	  Sep-06
	     	  [*]
	     	  [*]

	  Oct-06
	     	  [*]
	     	  [*]

	  Nov-06
	     	  [*]
	     	  [*]

	  Dec-06
	     	  [*]
	     	  [*]

 

30 

 
SCHEDULE F

 

 
 

31 

 
SCHEDULE G

 
Customer Service/Telemarketing
Rep/Sup/Manager Compensation Grids 
 
TABLE 1:
Telemarketing Rep/Supervisor/Manager Budgeted Salary, Incentives, and Variable Costs 
 

	  	   	  Rep

	   	  Sup

	   	  Mgr

	  Hourly Base
	   	  $
	  [*]
	   	  $
	  [*]
	   	  $
	  [*]

	  Hourly Incentive
	   	  $
	  [*]
	   	  $
	  [*]
	   	  $
	  [*]

	  	   	
	
	   	
	
	   	
	

	  Base + Incentive
	   	  $
	  [*]
	   	  $
	  [*]
	   	  $
	  [*]

	  Language Diff
	   	  $
	  [*]
	   	  	  	   	  	  
	  Shift Diff
	   	  $
	  —  
	   	  	  	   	  	  

 
TABLE 2:
Telemarketing Variable Costs (per Headcount per Month, and per Hour per Month) 
 

	  	   	  Per Heads

	   	  Per Hour

	  Club/Ovation
	   	  $
	  [*]
	   	  	  
	  National Contest
	   	  $
	  [*]
	   	  $
	  [*]

	  Other Incentives—Cash
	   	  $
	  [*]
	   	  	  
	  Other Incentives—Non-Cash
	   	  $
	  [*]
	   	  	  
	  Programs
	   	  $
	  [*]
	   	  	  

 
TABLE 3: Customer
Service Rep/Supervisor/Manager Budgeted Salary, Incentives, and Variable Costs 
 

	  	   	  Rep

	   	  Sup

	   	  Mgr

	  Hourly Base
	   	  $
	  [*]
	   	  $
	  [*]
	   	  $
	  [*]

	  Hourly Incentive
	   	  $
	  —  
	   	  $
	  [*]
	   	  $
	  [*]

	  	   	
	
	   	
	
	   	
	

	  Base + Incentive
	   	  $
	  [*]
	   	  $
	  [*]
	   	  $
	  [*]

	  Language Diff
	   	  $
	  [*]
	   	  	  	   	  	  
	  Shift Diff
	   	  $
	  [*]
	   	  	  	   	  	  

 
TABLE 4: Customer
Service Variable Costs (per Headcount per Month) 

	  	   	  	  
	  Club/Ovation
	   	  $
	  [*]

	  National Contest
	   	  $
	  [*]

	  Other Incentives—Cash
	   	  $
	  [*]

	  Other Incentives—Non-Cash
	   	  $
	  [*]

	  Programs
	   	  $
	  [*]

 

32 

 
SCHEDULE H

 
AUTHORIZED INDIVIDUALS

 

	  1.
	  	  RMH Operations Team
	  	  	   	  1.    MCI Operations Team

	
	  	  	  Carole Greentree
  Vice President – Operations
	  	  	   	  Ricky Miller
  Director

	
	  	  	  Jeff Anderson
  General Manager – Operations
	  	  	   	  
	
	  2.
	  	  Dispute Escalation
	  	  	   	  2.    Dispute Escalation

	
	  	  	  Jim McGrath
  Sr. Vice President – Operations
	  	  	   	  Ron Wood
  Vice President

	
	  	  	  Tim Luft
  Sr. Vice President – Operations
	  	  	   	  Tom Calvert
  Regional Director

	
	  	  	  	  	  	   	  Rob Marney
  Director

	
	  3.
	  	  Executive Escalation
	  	  	   	  3.    Executive Escalation

	
	  	  	  John Fellows
  CEO
	  	  	   	  Todd Gerdes
  Senior Vice President – Sales

	
	  	  	  	  	  	   	  Jim Myers
  Vice President – Service

	
	  4.
	  	  Signing Agreements
	  	  	   	  4.    Signing Agreements

	
	  	  	  Scot Brunke
  CFO
	  	  	   	  Victoria Harker
  SeniorVice President – Finance

	
	  5.
	  	  Receipt of Policies & Procedures
	  	  	   	  
	
	  	  	  Carole Greentree
  Vice President – Operations
	  	  	   	  

 
Authorized Individuals
may be changed by a Party at any time pursuant to the Notice Provisions in Section 25. 
 

33Company's Fully Disclosed Clearing Agreement

 
Exhibit
10.31 
 
FULLY DISCLOSED CLEARING AGREEMENT

 
OF 
 
PERSHING DIVISION 
 
DONALDSON, LUFKIN & JENRETTE SECURITIES CORPORATION

 
THIS AGREEMENT is made and entered into this 15th day of November, 2002 by and between the Pershing Division of Donaldson, Lufkin & Jenrette Securities Corporation
(“Pershing”), a Delaware Corporation, and Intltrader.com, Inc. (“Broker”), a Florida Corporation. 
 
1.0 APPROVAL 
 
This Agreement shall be subject to approval by the New York Stock Exchange, Inc. (“NYSE”) and by any other self-regulatory
organization vested with the authority to review or approve it. Pershing shall submit this Agreement to the NYSE and Broker shall submit the Agreement to any other such organization from which Broker is required to obtain approval. In the event of
disapproval, the parties shall bargain in good faith to achieve the requisite approval. 
 
2.0 AGREEMENT 
 
From the
date of this Agreement until the termination of this Agreement as provided in Paragraph 22 hereof, Pershing shall carry the proprietary accounts of Broker and the cash and margin accounts of the customers of Broker introduced by Broker to Pershing,
and accepted by Pershing, and shall clear transactions on a fully disclosed basis for such accounts, in the manner and to the extent set forth in this Agreement. 
 
3.0 ALLOCATION OF RESPONSIBILITY 
 
3.1 Responsibilities of the Parties. 
 
Pursuant to NYSE Rule 382, responsibility for compliance with applicable laws, rules, and regulations of the Securities and Exchange
Commission (“SEC”), the National Association of Securities Dealers, Inc. (“NASD”), the NYSE, and any other regulatory or self-regulatory agency or organization (collectively the “Rules”) shall be allocated between
Pershing and Broker as set forth in this Agreement. To the extent that a particular function is allocated to one party under this Agreement, the other party shall supply that party with information in its possession pertinent to the performance and
supervision of that function. 

 
3.2 Relationship with
Customers. 
 
Except as provided in Paragraph
27.11 of this Agreement, all customers receiving services pursuant to this Agreement shall remain customers of Broker. Pershing shall provide services under this Agreement to Broker only to the extent explicitly required by specific provisions
contained in this Agreement and shall not be responsible for any duties or obligations not specifically allocated to Pershing pursuant to this Agreement. Broker shall enter into appropriate contractual arrangements with customers on its own behalf,
and such agreements shall make Broker, and not Pershing, responsible to customers for the provision of services. Broker shall not be deemed to be an agent of Pershing for any purpose, nor shall Pershing be deemed to have a fiduciary relationship
with any of Broker’s customers. Broker acknowledges that Pershing does not control the business or operations of Broker. 
 
4.0 REPRESENTATIONS AND WARRANTIES 
 
4.1 Broker. Broker represents and warrants that: 
 
4.1.1 Corporation Duly Organized. Broker is a corporation duly organized, validly existing, and in good standing under the laws of the state of its
incorporation. 
 
4.1.2 Registration. Broker is duly
registered and in good standing as a broker-dealer with the SEC. 
 
4.1.3 Authority to Enter Agreement. Broker has all requisite authority, whether arising under applicable federal or state law or the rules and regulations of any regulatory or self-regulatory organization to which Broker is
subject, to enter into this Agreement and to retain the services of Pershing in accordance with the terms of this Agreement. 
 
4.1.4 Material Compliance with Rules and Regulations. Broker and each of its employees is in material compliance with, and during the term of this
Agreement shall remain in material compliance with, the registration, qualification, capital, financial reporting, customer protection, and other requirements of every self-regulatory organization of which Broker is a member, of the SEC, and of
every state to the extent that Broker or any of its employees is subject to the jurisdiction of that state. 
 
4.1.5 No Pending Action, Suit, Investigation, or Inquiry. Broker has disclosed to Pershing every material action, suit, investigation, inquiry, or proceeding (formal or informal) pending or
threatened against or affecting Broker, any of its affiliates, or any officer, director, or general securities principal or financial and operations principal of Broker, or their respective property or assets, by or before any court or other
tribunal, any arbitrator, any governmental authority, or any self-regulatory organization of which any of them is a member. Broker shall notify Pershing promptly, of the initiation of any such action, suit, investigation, inquiry, or proceeding that
may have a material impact on the capital of Broker. 
 
4.1.6
Broker Responsibility. Broker shall be responsible for all internal operations related to its business including without limitation (i) all accounting, bookkeeping, record-keeping, cashiering, commodity transactions, or any other transactions
not involving securities; or any matter not contemplated by the Agreement; (ii) preparation of Broker’s payroll records, financial statements, or any analysis thereof; (iii) preparation or issuance of checks in payment of Broker’s
expenses, other than expenses incurred by Pershing on behalf of Broker pursuant to this Agreement; and (iv) payment of commissions to Broker’s sales personnel. 
 

2 

 
4.2 Pershing. Pershing
represents and warrants that: 
 
4.2.1 Corporation Duly
Organized. Donaldson, Lufkin & Jenrette Securities Corporation (“DLJ”) is a corporation duly organized, validly existing, and in good standing under the laws of the state of Delaware. 
 
4.2.2 Registration. DLJ is duly registered and in good standing as a
broker dealer with the SEC and is a member firm in good standing of the NYSE and the NASD. 
 
4.2.3 Authority to Enter Agreement. DLJ has all requisite authority, whether arising under applicable federal or state law, or the rules and regulations of any regulatory or self-regulatory
organization to which DLJ is subject, to enter into this Agreement and provide services in accordance with the terms of this Agreement. 
 
4.2.4 Compliance with Registration. Pershing and each of its employees is in material compliance with, and during the term of this Agreement shall
remain in material compliance with the registration, qualification, capital, financial reporting, customer protection, and other requirements of every self-regulatory organization of which Pershing is a member, of the SEC, and every state.

 
5.0 ESTABLISHING AND ACCEPTING NEW ACCOUNTS 
 
5.1 Acceptance of New Accounts. Broker shall be responsible for opening
and approving new accounts in compliance with the Rules. 
 
5.1.1
Pershing reserves the right to reject any account which the Broker may forward to Pershing as a potential new account. Pershing also reserves the right to terminate any account previously accepted by it as a new account. 
 
5.1.2 At the time of the opening of any new account, the Broker must obtain
sufficient information from its customer to satisfy itself as to the identify of its client and the source of its funds to satisfy itself that opening the account would not violate the provisions of various Executive Orders and regulations issued
thereunder by the Office of Foreign Assets Control (OFAC), which enforces economic and trade sanctions against foreign countries and their agents, terrorism sponsoring agencies and organizations and international narcotics traffickers. 
 
5.2 Maintenance of Account Information. Pershing may rely without
inquiry on the validity of all customer information furnished to it by Broker. Possession of any such documents or information, however provided, concerning Broker’s customers does not create a duty on the part of Pershing to review or
understand the content of those documents. 
 
5.3 Pershing
Operations Manual. Broker agrees to become familiar with the Pershing “Quick Reference Guide” and “Bulletins” and agrees to familiarize itself with any modifications or supplements to such documents that may be issued and
delivered to Broker from time to time. 
 

3 

 
6.0 SUPERVISION OF ORDERS AND
ACCOUNTS 
 
6.1 Responsibility for Compliance. Broker shall
be solely responsible for compliance with suitability, “Know Your Customer” rules, and other requirements of federal and state law and regulatory and self-regulatory rules and regulations governing transactions and accounts. Possession by
Pershing of surveillance records, exception reports, or other similar data shall not obligate Pershing to review or be aware of their contents. Pershing shall not be required to make any investigation into the facts surrounding any transaction that
it may execute or clear for Broker or any customer of Broker. 
 
6.2 Compliance Procedures. Broker agrees to supervise compliance with the Rules. Broker shall review transactions and accounts to assure compliance with prohibitions against manipulative practices and insider trading and other
requirements of federal and state law and applicable regulatory and self-regulatory rules and regulations to which Broker or its customer are subject. Without limiting the above, Broker shall be responsible for compliance with the supervisory
requirements in Section 15(b)(4) of the Securities Exchange Act of 1934, as amended, NASD Rule 3010, NYSE Rules 342, 351 and 431, and similar rules adopted by any other regulatory or self-regulatory agency or organization, to the extent applicable.

 
6.3 Knowledge of Customer’s Financial Resources and
Investment Objectives. Broker shall comply with Rule 405(1) of the NYSE or comparable requirements of similar rules of any other regulatory or self-regulatory organization to which Broker is subject. Broker shall obtain all essential facts
relating to each customer, each cash and margin account, each order, and each person holding a power of attorney over any account, in order to assess the suitability of transactions (when required by applicable rules), the authenticity of orders,
signatures, endorsements, certificates, or other documentation, and the frequency of trading. Broker warrants that, to the best of its knowledge, Broker will not open or maintain accounts for persons who are minors or who are otherwise legally
incompetent and that Broker will comply with NYSE Rule 407 and other laws, rules, or regulations that govern the manner and circumstances in which accounts may be opened or transactions authorized. 
 
6.4 Furnishing of Investment Advice. Broker shall be solely responsible
for any recommendation or advice it may offer to its customers. 
 
6.5 Discretionary Accounts. Broker shall be solely responsible for obtaining customer approval for and supervising discretionary accounts. 
 
6.6 Obligations Regarding Certain Disclosures. Broker shall make any disclosures and obtain any agreements from its
customers required by applicable law or regulation, including, without limitation, any disclosures or agreements required for listed options, penny stocks, derivative securities, account transfers or conversions. The cost of making such disclosures
or obtaining such agreements shall be borne by Broker. 
 
7.0
EXTENSION OF CREDIT 
 
7.1 Presumption of Cash Account.
Pershing may, but is not required to, permit customers of Broker to purchase securities on margin, but all transactions for a customer will be deemed to be cash transactions, and payment for those transactions will be required in the manner
applicable to cash transactions, unless, on or prior to settlement, Broker has furnished Pershing with an executed margin agreement and consent to loan of securities. 
 

4 

 
7.2 Margin
Requirements. Margin accounts introduced by Broker shall be subject to Pershing’s margin requirements as in effect from time to time. Pershing reserves the right to refuse to accept any transaction in a margin account without the actual
receipt of the necessary margin and to impose a higher margin requirement for a particular account when, in Pershing’s discretion, the past history or nature of the account or other factors or the securities held in it warrant such action. In
all instances, Broker may require higher margin than imposed by Pershing for any particular account, group of accounts, or all accounts introduced by Broker to Pershing. 
 
In any case where Broker requests Pershing to extend credit upon control or restricted securities, pursuant to Rule 144 under
the Securities Act of 1933, as amended, or otherwise; Broker shall submit to Pershing such documentation, agreements and information as shall be reasonably required by Pershing to decide to extend such credit. Any extension of credit so approved
shall be subject to Pershing’s credit policies as shall be in effect from time to time. 
 
7.3 Margin Maintenance and Compliance with Regulation T and SEC Rule 15c3-3(m). 
 
7.3.1 Initial Margin. Broker shall be responsible for the initial margin requirement for any transaction until such initial margin has been
received by Pershing in acceptable form. 
 
7.3.2 Margin
Calls. After the initial margin for a transaction has been received, subsequent margin calls may be made by Pershing at its discretion. Pershing shall calculate the maintenance requirement and notify Broker of any amounts due. Broker shall be
responsible for issuing the margin call to its customer and obtaining the amount due directly from Broker’s customer. If Broker fails to take the appropriate action, Pershing reserves the right to collect the amount due directly from
Broker’s customer. Broker agrees to cooperate with Pershing in complying with and obtaining margin in response to such calls. 
 
7.3.3 Actions Upon Failure to Meet Margin Calls or Deliver Securities. In the event that satisfactory margin is not provided within the time
specified by Pershing, or securities sold are not delivered as required, Pershing may take such actions as Pershing deems appropriate, including, but not limited to, entering orders to buy in or sell-out. Broker shall cooperate with Pershing by
entering orders to buy-in or sell-out securities. Compliance with a request to withhold action shall not be deemed a waiver by Pershing of any of its rights under this Agreement. 
 
7.4 Charging of Interest and Disclosures Pursuant to Rule 10b-16. Interest charged with respect to debit balances in
customers’ accounts shall be determined in accordance with Schedule A attached to this Agreement. Broker shall send each margin customer a written disclosure statement, in a form acceptable to Pershing, at the time of the opening of a margin
account as required by SEC Rule 10b-16. 
 
7.5 Unsecured Debits
or Unsecured Short Positions. Pershing shall charge against the accounts of Broker an amount equal to the value of any unsecured debit or short position (on a “mark to market” basis) in a customer account if that position has not been
promptly resolved by payment or delivery. Any remaining debit may be charged against Broker pursuant to Paragraph 19 of this Agreement. 
 

5 

 

	 7.6.	  	 EXTENSION OF NONPURPOSE CREDIT 

 
7.6.1 Nonpurpose Credit. Pershing may, but is not required to, extend and maintain nonpurpose credit to customers of Broker not for purposes of
purchasing, carrying, or trading in securities, but all extensions of credit to a customer will be deemed to be purpose credit subject to Regulation T unless, prior to extending the credit, Broker has furnished Pershing with an executed Federal
Reserve Form T-4. 
 
7.6.2 Nonpurpose Lending Requirements.
Nonpurpose credit extended by Pershing shall be subject to nonpurpose lending requirements as established and modified by Pershing from time to time. Pershing reserves the right to refuse to extend nonpurpose credit without the actual receipt of the
necessary underlying collateral and to impose a higher underlying collateral value requirement for a particular account when, in Pershing’s discretion, the past history or nature of the account or other factors or the securities held in it
warrant such action. In all instances, Broker may require a lower loan advance rate to collateral value than imposed by Pershing for any particular account, group of accounts, or all accounts introduced by Broker to Pershing. In any case where
Broker requests Pershing to extend nonpurpose credit upon control or restricted securities, pursuant to Rule 144 under the Securities Act of 1933, as amended, or otherwise; Broker shall submit to Pershing such documentation, agreements and
information as shall be reasonably required by Pershing to decide to extend such credit. Any extension of nonpurpose credit so approved shall be subject to Pershing’s credit policies as shall be in effect from time to time. 
 
7.6.3 Underlying Collateral Maintenance and Compliance with Regulation T
and SEC Rule 15c3-3(m). 
 
7.6.3.1 Initial Underlying
Collateral. Broker shall be responsible for the initial underlying collateral requirement for any extension of nonpurpose credit until such initial underlying collateral has been received by Pershing in acceptable form. 
 
7.6.3.2 Underlying Collateral Calls. After the initial underlying
collateral for an extension of nonpurpose credit has been received, subsequent underlying collateral calls may be made by Pershing at its discretion. Pershing shall calculate the maintenance requirement and notify Broker of any amounts due. Broker
shall be responsible for issuing the underlying collateral call to its customer and obtaining the amount due directly from Broker’s customer. If Broker fails to take the appropriate action, Pershing reserves the right to collect the amount due
directly from Broker’s customer. Broker agrees to cooperate with Pershing in complying with and obtaining underlying collateral in response to such calls. 
 
7.6.4 Actions Upon Failure to Meet Underlying Collateral Calls or Deliver Securities. In the event that satisfactory underlying collateral is not
provided within the time specified by Pershing, or securities sold are not delivered as required, Pershing may take such actions as Pershing deems appropriate, including, but not limited to, entering orders to buy in or sell-out. Broker shall
cooperate with Pershing by entering orders to buy-in or sell-out securities. Compliance with a request to withhold action shall not be deemed a waiver by Pershing of any of its rights under the Agreement. 
 
7.6.5 Charging of Interest and Disclosures Pursuant to Rule 10b-16.
Interest charged with respect to the extension of nonpurpose credit shall be determined in accordance with Schedule A attached to this Agreement. Broker shall send each customer a written 
 
 

6 

disclosure statement, in a form acceptable to Pershing, at the time of the extension of nonpurpose credit
as required by SEC Rule 10b-16. 
 
7.6.6 Unsecured Debits.
Pershing shall charge against the accounts of Broker an amount equal to the value of any unsecured debit (on a “mark to market” basis) in a customer account if that position has not been promptly resolved by payment or delivery. Any
remaining debit may be charged against Broker pursuant to Paragraph 19 of the Agreement. 
 
8.0 MAINTENANCE OF BOOKS AND RECORDS 
 
8.1 Stock Records. Pershing shall maintain stock records and other prescribed books and records of all transactions executed or cleared through it. 
 
8.2 Regulatory Reports and Records. Broker shall prepare, submit, and maintain copies of all reports, records, and
regulatory filings required of Broker by any entity that regulates it, including, but not limited to, copies of all account agreements and similar documentation obtained pursuant to Paragraph 5.0 of this Agreement and any reports and records
required to be made or kept under the Currency and Foreign Transactions Reporting Act of 1970, (the “Bank Secrecy Act”), and any rules and regulations promulgated pursuant thereto. 
 
8.3 Broker’s Anti-Money Laundering and OFAC Reporting and
Recordkeeping and Obligations. Broker recognizes that it is obligated to comply with, among others, the following anti-money laundering and OFAC legal and regulatory rules, and reporting and recordkeeping requirements including: 
 
8.3.1 SEC Rule 17a-8 relating to “Financial record keeping and reporting
of currency and foreign transactions”. 
 
8.3.2 Rules of the
self-regulatory organizations relating to currency reporting, suspicious activity reporting, and related record keeping requirements. 
 
8.3.3 Applicable state reporting and record keeping requirements with regard to certain currency transactions, transportation of currency or monetary
instruments, or reports of suspicious activity. 
 
8.3.4 Federal,
state, and international criminal and civil prohibitions against money laundering, including, among others, the Money Laundering Act of 1986 as applicable. The federal regulations and Executive Orders imposed by the OFAC which prohibit, among other
things, the engagement in transactions with and the provision of services to certain embargoed foreign countries and specially designated nationals, specially designated narcotics traffickers and other blocked parties. 
 
8.3.5 To the extent permissible by law, at the time of filing of any required
reports or other communication, or at such time as requested by Pershing, Broker will provide Pershing with copies of all reports or other communications with regard to the introduced accounts filed with the U.S. Treasury Department or any
regulatory body or organization relating to the reporting of currency transactions, the transfer of currency or monetary instruments into or outside of the United States, suspicious activity, including, but not limited to, Currency or Monetary
International Reports (CMIRs), Cash Transaction Reports (CTRs), and Suspicious Activity Reports (SARs). Broker also shall advise Pershing of all reports made to OFAC with regard to the introduced accounts. 
 

7 

8.3.6 Pershing reserves the right to make and file such reports where it deems it appropriate for its own
protection. A copy of such report will be delivered to Broker.Broker recognizes that when Pershing does so, Pershing does not thereby assume any responsibility for such services and/or relieve the Broker of any responsibility for such
services. Furthermore, to the extent that Pershing is required to prepare or submit any reports or records by any entity that regulates it, Broker shall cooperate in providing Pershing with any information needed in order to prepare such reports or
records. 
 
8.4 Audio Taping of Telephone Conversations.
Each party understands that for quality control, dispute resolution or other business purposes, the parties may record some or all telephone conversations between them. Each party hereby consents to such recording and will inform its employees,
representatives and agents of this practice. It is further understood that all such conversations are deemed to be solely for business purposes. 
 
9.0 RECEIPT AND DELIVERY OF FUNDS AND SECURITIES 
 
9.1 Receipt and Delivery of Funds and Securities. 
 
9.1.1 Cashiering Functions. Pershing shall perform cashiering functions for accounts introduced by Broker. These functions shall include receipt
and delivery of securities; receipt and payment of funds owed by or to customers; and provision of custody for securities and funds. Broker shall provide Pershing with the data and documents that are necessary or appropriate to permit Pershing to
perform its obligations under this Paragraph, including but not limited to copies of records documenting receipt of customers’ funds and securities received directly by Broker. Such data and documents must be compatible with the requirements of
Pershing’s data processing systems. 
 
9.1.2 Purchases.
Broker shall be responsible for purchases (including transactions on a “when issued” basis) made for customers until actual and complete payment has been received by Pershing. Broker shall not introduce accounts requiring settlement on a
“delivery versus payment” or “receive versus payment” basis unless such account utilizes the facilities of a securities depository or qualified vendor as defined in NYSE Rule 387, for all depository eligible transactions.

 
9.1.3 Sales. Broker shall be responsible for sales
(including those on a “when issued” basis), until Pershing has received, in acceptable form, the securities involved in the transaction. If Pershing does not receive delivery of securities in an acceptable form, Pershing may buy-in all or
part of the securities 
 
9.1.4 Funds and Securities Received by
Broker. Broker shall promptly deposit with Pershing funds or securities received by Broker from its customers, together with such information as may be relevant or necessary to enable Pershing to record such remittances and receipts in the
respective customer accounts. 
 
9.1.5 Failure to Settle or
Pay. In the event of a failure to timely deposit required funds or securities, Pershing may take appropriate remedial action. Without waiving or otherwise limiting its right to take other remedial action, Pershing may at its option charge
interest at rates as agreed in Schedule A (“Fully Disclosed Pricing Schedule”) to this Agreement. Broker may pass such charges on to its customers but Broker remains responsible therefor until actually paid. 
 

8 

 
9.2 Restricted and Control
Stock Requirements. Broker shall be responsible for determining whether any securities held in Broker’s or its customer accounts are restricted or control securities as defined by applicable laws, rules, or regulations. Broker is
responsible for assuring that orders and other transactions executed for such securities comply with such laws, rules, and regulations. 
 
9.3 Corporate Action Requests/Soliciting Dealer Agreements. Broker requests and authorizes Pershing to execute as Broker’s agent-in-fact any
and all Soliciting Dealer Agreements for corporate actions involving securities or other interests held by Broker’s customers on the books of Pershing. Pershing agrees to provide notice of the pending corporate action to Broker at its
designated locations. Pershing further agrees to collect and submit corporate action requests from Broker and submit them to the soliciting party in accordance with the instructions received from the soliciting party. Pershing agrees to use its best
efforts to communicate corporate action information to Broker and, where applicable, Broker’s customers, but shall not be liable for a) any delays in the communication of corporate action information or b) delays in the transmission of
collected corporate action requests to the soliciting party unless caused by Pershing’s negligence. All fees received from the soliciting party will be credited to Broker. In consideration of providing this service to Broker, Broker agrees to
indemnify and hold harmless Pershing, its affiliates, officers, agents and employees from all claims, suits, investigations, damages and defense costs (including reasonable attorney’s fees) that arise in connection with this paragraph.

 

	 10.0	  	 SAFEGUARDING OF FUNDS AND SECURITIES 

 
Except as otherwise provided in this Agreement, Pershing shall be responsible for the safekeeping of all money and securities received by
it pursuant to this Agreement. However, Pershing will not be responsible for any funds or securities delivered by a customer to Broker until such funds or securities are actually received by Pershing or deposited in bank accounts maintained by
Pershing. 
 
11.0 CONFIRMATIONS AND STATEMENTS 
 
11.1 Preparation and Transmission of Confirmations and Statements.
Pershing shall prepare confirmations and summary periodic statements and shall, to the extent required, transmit them to customers and Broker in a timely fashion except to the extent Broker has agreed to transmit confirmations to customers.
Confirmations and statements shall be prepared on forms disclosing that the account is carried on a fully disclosed basis for the Broker in accordance with applicable rules, regulations, and interpretations. Broker will have the ultimate regulatory
responsibility for compliance with the prospectus delivery requirements of the Securities Act of 1933, as amended, regardless of its retention of a prospectus fulfillment service to perform delivery of same. 
 
11.2 Examination and Notification of Errors. Broker shall examine all
confirmations, statements, and other reports in whatever medium provided to Broker by Pershing. Broker must notify Pershing of any error claimed by Broker in any account; as to purchase and sales transactions prior to settlement date and as to all
other transactions within the time in which Pershing is able to, without violating applicable law, reverse the transaction. If Broker fails to do so, Broker shall be deemed to have waived its right to make any claim against Pershing with respect to
such error. 
 

9 

 
12.0 ACCEPTANCE AND EXECUTION
OF TRANSACTIONS 
 
12.1 Responsibility to Accept or Reject
Trades. Pershing shall execute transactions in customers’ accounts and release or deposit money or securities to or for accounts only upon Broker’s instructions. Pershing reserves the right to accept written or oral transaction orders
from Broker’s customers in circumstances where it determines that either (i) the customers are unable to execute those transactions through Broker (ii) or Pershing is required to do so by applicable or relevant law. Notwithstanding any
instructions to the contrary, Pershing may, after notifying Broker orally or in writing; (i) refuse to confirm a transaction or cancel a confirmation, (ii) reject a delivery or receipt of securities or money; (iii) refuse to clear a trade executed
by Broker; or (iv) refuse to execute a trade for the account of a customer or Broker. 
 
12.2 Responsibility for Errors in Execution. Broker shall be responsible for transmission to Pershing of all orders and for any errors in the Broker’s recording or transmission of such orders. 
 
13.0 OTHER OBLIGATIONS AND RESPONSIBILITIES OF BROKER 
 
13.1 Other Clearing Agreements. During the term of this Agreement,
Broker shall not enter into any other similar agreement or obtain the services contemplated by this Agreement from any other party or supply the services contemplated by the Agreement without prior written consent of Pershing. Broker shall have the
right to enter into clearing agreements to clear non-securities products upon notice to Pershing. 
 
13.2 Disciplinary Action, Suspension, or Restriction. If Broker or any of its affiliates, or any officer, director, or general securities principal or financial and operational principal of
Broker, becomes subject to disciplinary action, suspension, or restriction by a federal or state agency, stock exchange, or regulatory or self-regulatory organization having jurisdiction over Broker or Broker’s securities or commodities
business, Broker shall give notice to Pershing immediately, orally and in writing, and provide Pershing a copy of any decision relating to such action, suspension, or restriction. Pershing may take any action it reasonably deems to be necessary (i)
to assure that it will continue to comply with all applicable legal, regulatory, and self-regulatory requirements, notwithstanding such action, suspension, or restriction; and (ii) to comply with any requests, directives, or demands made upon
Pershing by any such federal or state agency, stock exchange, or regulatory or self-regulatory organization. 
 
13.3 Provision of Financial Information. Broker shall furnish Pershing copies of FOCUS Reports, financial statements for the current fiscal year, the executed Forms X-17a-5 (Parts I and IIA)
filed with the SEC, any amendments to Broker’s Form BD, and any other regulatory or financial reports Pershing may from time to time require. Broker shall provide such reports to Pershing at the time Broker files such reports with its primary
examining authority. Broker shall also notify Pershing in advance of withdrawals of more than 10 percent of its net capital. 
 
13.4 Executing Brokers. If Broker wishes to act as an “Executing Broker” as such term is understood in that certain letter dated January
25, 1994, from the Division of Market Regulation of the Securities and Exchange Commission, as the same may be amended, 
 

10 

modified or supplemented from time to time (the “No-Action Letter”), then all terms herein shall
have the same meaning as ascribed thereto either in the Agreement or in the No-Action Letter as the sense thereof shall require. Broker may, from time to time, execute trades (either directly or through Pershing) for Prime Brokerage Accounts in
compliance with the requirements of the No-Action Letter. (The No-Action Letter requires, inter alia, that a contract be executed between Pershing and Prime Broker, and between Broker and Prime Brokerage Customer prior to the transaction of any
business hereunder.) Broker shall promptly notify Pershing, but in no event later than 5:00 p.m. New York time, of trade date in a mutually acceptable fashion, of such trades in sufficient detail for Pershing to be able to report and transfer any
trade executed by Broker on behalf of a Prime Brokerage Account to the relevant Prime Broker. Broker understands and agrees that if Prime Broker shall disaffirm or “dk” any trade executed by Broker on behalf of a Prime Brokerage Account;
Broker shall open an account for such Prime Brokerage Account in its range of accounts and shall transfer or deliver the trade to such account at the risk and expense of Broker to the same extent as for any account introduced by Broker pursuant to
this Agreement. Broker understands and agrees that all Prime Brokerage Accounts shall be conducted in accordance with the requirements of the No-Action Letter and any relevant agreement between Broker and a Prime Brokerage Customer or between
Pershing and relevant Prime Broker. Broker further agrees to supply Pershing with such documents, papers and things, which from time to time are reasonably required by Pershing to carry out the intention of this Paragraph. Broker agrees that it
shall know its customer, obtain appropriate documentation, including new account form, conduct its own credit check and determine the availability of shares as required for processing of any short sales. Broker shall maintain facilities to clear any
disaffirmed trades. 
 
13.5 Protection of Intellectual
Property. Broker shall use all reasonable efforts to preserve and protect Pershing’s and its affiliates’ patent, trade secret, copyright and other proprietary rights in Pershing’s or its affiliates’ products, services,
trademarks and tradenames, at least to the same extent used by Broker to preserve and protect its own proprietary data or information and to notify Pershing of any action by any third party known by Broker to constitute an infringement of
Pershing’s or any of its affiliates’ proprietary rights and to cooperate with Pershing in protecting such rights. Without limiting the foregoing, and subject to the permission required by Paragraph 21 hereof, Broker shall note
Pershing’s or its affiliates’ patent, trade secret, copyrights, trademarks and trade names when Broker makes reference to or distributes products or services provided by Pershing or its affiliates, as applicable. 
 
13.6 Protection of Intellectual Property. Pershing shall use all reasonable
efforts to preserve and protect Intltrader.com, Inc. and its affiliates’ patent, trade secret, copyright and other proprietary rights in Intltrader.com, Inc. or its affiliates’ products, services, trademarks and tradenames, at least to the
same extent used by Pershing to preserve and protect its own proprietary data or information and to notify Intltrader.com, Inc. of any action by any third party known by Pershing to constitute an infringement of Intltrader.com, Inc. or any of its
affiliates’ proprietary rights and to cooperate with Intltrader.com, Inc. in protecting such rights. Without limiting the foregoing, and subject to the permission required by Paragraph 21 hereof, Pershing shall note Intltrader.com, Inc. or its
affiliates’ patent, trade secret, copyrights, trademarks and trade names when Pershing makes reference to or distributes products or services provided by Intltrader.com, Inc. or its affiliates, as applicable. 
 
 

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14.0 OTHER OBLIGATIONS AND RESPONSIBILITIES OF PERSHING 
 
14.1 Use of Third-Party Services. Subject to Paragraph 16 hereof,
Pershing may, at its reasonable option, and consistent with common industry practice, retain one or more independent data processing or other service bureaus to perform functions (including, but not necessarily limited to, pricing services or proxy
mailing services) assigned to Pershing under this Agreement. 
 
14.2 Tax Withholding. Broker hereby agrees to take necessary measures to comply with the income tax withholding requirements of Section 3406 and Sections 1441 through 1446 (the nonresident alien withholding requirements) of
the Internal Revenue Code of 1986, as amended (“IRC”) with respect to its customer accounts. Broker agrees to furnish to Pershing any tax information, e.g. taxpayer identification numbers and certifications provided by the customer on IRS
Forms W-8, W-8BEN, W-8IMY, W-8EXP, W-8ECI, W-9, or any acceptable substitute) in its possession relating to each customer account transferred to Pershing and to each future customer account opened. Broker acknowledges that Pershing will rely on such
information for purposes of determining Pershing’s obligation to withhold federal income tax pursuant to Sections 1441 through 1446 and 3406 of the Internal Revenue code. Broker hereby authorizes Pershing to employ any procedures permitted
under applicable law or regulation to achieve compliance with its withholding obligations under federal income tax law. 
 
14.3 Retirement Account Distributions. For retirement accounts for which Pershing makes designated distributions pursuant to Section 3405 of the
IRC or any successor provision thereto, Broker shall (1) obtain customer authorization to execute Form W-4P (or an acceptable substitute) on behalf of such customer, and (2) electronically provide such Form W-4P or a copy thereof to Pershing.

 
15.0 ORDER AUDIT TRAIL SYSTEM (OATS) 
 
Pursuant to NASD Rules 6950 through 6957 (Order Audit Trail System
(“OATS”) Rules) and the OATS Reporting Technical Specifications, it is hereby agreed between Broker and Pershing that Pershing shall synchronize Pershing system clocks in accordance with the National Institute of Standards and Technology
clock and periodically monitor such clocks for performance within any deviation time frame tolerance level permitted by the OATS Rules. 
 
Unless otherwise directed in writing by Broker, Pershing will record and transmit to the NASD, on Broker’s behalf, all order information that is
required to be recorded pursuant to the OATS Rules and the OATS Technical Specifications (including any modifications thereto) (the “Order Information”) for orders entered on or linked to Pershing’s proprietary electronic order entry
systems (including Trade Order Processing System, BrokerView Order Entry, BrokerView Direct Order, NetExchange ProTM, NetExchange ClientTM, Telexchange ProTM, and Telexchange ClientTM, ParadigmTM and any other electronic order entry system as Pershing may develop and implement from
time to time) (collectively “the Front-End Products”) and routed to a market using Pershing’s routing routine. Pershing will also record and transmit to the NASD information that is received via the Products by Pershing in connection
with modification or cancellation of any Order Information previously entered into the system. 
 
 

12 

 
Unless specifically agreed to
in writing, Pershing will not capture information or transmit Order Information for orders that are not entered on the Front-End Products or called in for execution or where Pershing does not determine the order routing routine. 
 
For trades not entered on Front-End Products, Broker is responsible for
providing information necessary for Pershing to report on Broker’s behalf. Broker agrees that Pershing may pass any out-of-pocket costs associated with development and/or maintenance of this system on to Broker. 
 
Broker acknowledges and agrees that Pershing shall not be responsible for any
Order Information that is not received by Pershing. 
 
Notwithstanding the foregoing, nothing contained herein shall relieve Broker of its reporting obligations under paragraph (c)(3) of OATS Rule 6955. 
 
16.0 LIABILITY OF PERSHING 
 
DISCLAIMER OF WARRANTIES. BROKER EXPRESSLY AGREES THAT BROKER’S USE OF PERSHING’S SERVICES, INCLUDING THE SYSTEMS AS DEFINED BY PARAGRAPH
28.1 AND SOFTWARE PRODUCTS AS DEFINED HEREIN, IS AT BROKER’S SOLE RISK. NEITHER PERSHING NOR ANY OF ITS DIRECTORS, OFFICERS, EMPLOYEES, AGENTS, CONTRACTORS, AFFILIATES, INFORMATION PROVIDERS, LICENSORS, OR OTHER SUPPLIERS PROVIDING DATA,
INFORMATION, SERVICES OR SOFTWARE, INCLUDING BUT NOT LIMITED TO THE NYSE, WARRANTS THAT THE SERVICES WILL BE UNINTERRUPTED OR ERROR FREE; NOR DO ANY OF THEM MAKE ANY WARRANTY AS TO THE RESULTS THAT MAY BE OBTAINED FROM THE USE OF THE SERVICES OR AS
TO THE TIMELINESS, SEQUENCE, ACCURACY, COMPLETENESS, RELIABILITY OR CONTENT OF ANY DATA, INFORMATION, SERVICES, OR TRANSACTIONS PROVIDED AND PERSHING SHALL NOT BE RESPONSIBLE FOR ANY LOSSES LIABILITIES OR DAMAGES CAUSED BY THE ACTS OR OMISSIONS OF
THOSE THIRD PARTY AGENTS, CONTRACTORS, INFORMATION PROVIDERS OR OTHER SUPPLIERS BEYOND ANY AMOUNT WHICH PERSHING IS ABLE TO RECOVER PURSUANT TO ITS AGREEMENT WITH SUCH ENTITY. EXCEPT AS SPECIFICALLY SET FORTH IN THIS PARAGRAPH 16, PERSHING’S
SERVICES ARE PROVIDED ON AN “AS IS,” “AS AVAILABLE” BASIS, WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND
NON-INFRINGEMENT, OTHER THAN THOSE WARRANTIES WHICH ARE IMPLIED BY AND INCAPABLE OF EXCLUSION, RESTRICTION OR MODIFICATION UNDER THE LAWS APPLICABLE TO THIS AGREEMENT. 
 
16.1 Pershing Indemnification. In addition to any other obligations it may possess under other provisions of this
Agreement, Pershing shall indemnify, defend, and hold harmless Broker from and against all claims, demands, proceedings, suits, actions, liabilities, expenses, and reasonable attorney’s fees, and costs in connection therewith arising out of any
negligent, reckless, dishonest, fraudulent, or criminal act or omission on the part of any of its officers or employees with respect to the services provided by Pershing under this Agreement. 
 

13 

 
16.2 Damages. Pershing
shall not be liable for special, indirect, incidental, consequential or punitive damages, whether such damages are incurred or experienced as a result of entering into or relying on this Agreement or otherwise, even if Pershing has been advised of
the possibility of such damages. Broker and Pershing each agree not to assist any claim for punitive damages against the other. Broker acknowledges and agrees that the fees charged by Pershing reflect the allocation of risks including, but not
limited to, the foregoing limitation of liability. A modification of the allocation of risks set forth in this Agreement would affect the fees charged by Pershing, and in consideration of such fees, Broker agrees to such allocation of risks.

 
16.3 Pershing Right to Compete. Nothing in this Agreement
shall be deemed to restrict in any way the right of Pershing or any affiliate of Pershing to compete with Broker in any or all aspects of Broker’s business subject to the provisions of paragraph 13.6 and 23 of this Agreement. 
 
17.0 LIABILITY OF BROKER 
 
17.1 Broker Indemnification. In addition to any other obligations it
may possess under other provisions of this Agreement, Broker shall indemnify, and hold harmless Pershing, and any controlling person of Pershing, from and against all claims, demands, proceedings, suits, and actions and all liabilities, expenses,
attorney’s fees (including fees and costs incurred in enforcing Pershing’s right to indemnification), and costs in connection therewith arising out of one or more of Broker’s or any of its employee’s negligent, dishonest,
fraudulent, or criminal act, or omission or any of the following: 
 
17.1.1 Failure to Make Payment or Deliver Securities. A check received by Pershing from a customer shall not constitute payment until it has been paid and the proceeds are actually received and finally credited to Pershing
(without any subsequent charge back) by its bank. 
 
17.1.2
Margin Calls. Failure of a customer to meet any initial margin call or any maintenance call, except that Pershing shall be responsible for the portion of any such loss or damage that Broker establishes was directly attributable to
Pershing’s failure to give notification to Broker as required in Paragraph 7.3.2 of this Agreement. 
 
17.1.3 Broker’s Failure to Perform. Failure of Broker to perform any duty, obligation, or responsibility with respect to customer accounts as set forth in this Agreement. Broker’s
indemnification obligation under this subparagraph shall not be affected by the participation of Pershing or any person controlling it or controlled by it within the meaning of the Securities Exchange Act of l934, as amended, in any transaction
giving rise to such an obligation, unless such participation constitutes recklessness, fraud, or criminal conduct. 
 
17.1.4 Improper Conduct by Agents. Any negligent, dishonest, fraudulent, or criminal act or omission on the part of any of Broker’s officers,
directors, employees, or agents. 
 
17.1.5 Failure of a Customer
to Perform Obligations. Any failure by any of Broker’s customers to perform any commitment or obligation with respect to a transaction carried by Pershing under this Agreement, whether or not such failure was under the control of Broker.

 
17.1.6 Customer Claims and Disputes. Any claim or dispute
between Broker and a customer with respect to services provided under this Agreement, including, but not limited to, any claim or 
 

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dispute concerning the validity of a customer order in the form the order was transmitted to Pershing by
Broker and any claim arising in connection with Pershing’s guarantee of any signature of any customer of Broker or at the request of Broker. 
 
17.1.7 Warranties. Any adverse claim with respect to any security delivered or cleared by Pershing, including a claim of a defect in title with
respect to securities that are alleged to have been forged, counterfeited, raised or otherwise altered, or if they are alleged to have been lost or stolen. The parties agree that Pershing shall be deemed to be an intermediary between Broker and
customer and shall be deemed to make no warranties other than as provided in Section 8-306(3) of the Uniform Commercial Code. 
 
17.1.8 Default of Third-Party Broker. Any default by a third-party broker with whom the Broker deals on a principal or agency basis in a
transaction either not executed by Pershing or not cleared by Pershing even if permitted by Pershing as provided herein. 
 
17.1.9 Check Signing. Any negligence, fraud, malfeasance, or error of any employee of Broker with respect to the use of the checksigning authority
granted under Paragraph 9.1.6 of this Agreement. 
 
17.1.10
Prior Self-Clearing Arrangements. Any guarantee, indemnification, or hold harmless agreement in connection with Broker’s business or customers that Pershing may provide to the National Securities Clearing Corporation, the Depository
Trust Company, or any other clearing, depository, or self-regulatory organization with respect to transactions self-cleared by Broker prior to transfer of such functions to Pershing. 
 
17.1.11 Breach of Warranty by Broker. Any breach by Broker of any representation or warranty made by it under this
Agreement. 
 
17.1.12 Deposit of Checks to Customer
Accounts. Any failure to exercise due diligence in reviewing checks received from customers to ensure that same are in proper form, or in the issuance of instructions to Pershing regarding the accounts into which checks are to be deposited.

 
17.1.13 Assets Not Held in Brokerage Account. Any claim
asserted against Pershing alleging the inaccuracy of any information appearing on Broker’s customer brokerage account statements with respect to assets not held in the brokerage account, regardless of whether such information was provided by
Broker, customer or a third-party. 
 
17.1.14 Infringement of
Intellectual Property Rights. Any act or omission of Broker, its agents, employees or customers which infringes on any patent, trade secret, copyright, trademark, or other intellectual property right of Pershing or any violation of the terms set
forth in paragraph 27 hereof. 
 
17.1.15 Misuse of Passwords and
Unauthorized Access. The misuse, loss or unauthorized access to the Systems and Software Products using the Identification Devices (as that term is defined in Section 28.4 of this Agreement) provided to Broker or its customers. 
 
17.2 Injunctive Relief. In the event of a breach or threatened breach
of any of the provisions of this Agreement by Broker or any employee or representative of Broker, Broker acknowledges that Pershing shall be entitled to seek preliminary and permanent injunctive relief to enforce the 
 
 

15 

provisions hereof. In addition, Broker acknowledges that a breach of the terms regarding confidentiality
of information and ownership of Pershing’s intellectual property would cause irreparable and incalculable damage to Pershing. Nothing herein shall preclude the parties from pursuing any action or other remedy for any breach or threatened breach
of this Agreement, all of which shall be cumulative. 
 
17.3
Injunctive Relief. In the event of a breach or threatened breach of any of the provisions of this Agreement by Pershing or any employee or representative of Pershing, Pershing acknowledges that Intltrader.com, Inc. shall be entitled to seek
preliminary and permanent injunctive relief to enforce the provisions hereof. In addition, Pershing acknowledges that a breach of the terms regarding confidentiality of information and ownership of Intltrader.com, Inc. intellectual property would
cause irreparable and incalculable damage to Intltrader.com, Inc. Nothing herein shall preclude the parties from pursuing any action or other remedy for any breach or threatened breach of this Agreement, all of which shall be cumulative.

 
18.0 FEES AND SETTLEMENTS FOR SECURITIES TRANSACTIONS

 
18.1 Commissions. Pershing shall charge each of
Broker’s customers the commission, markup, and any other charge or expense that Broker instructs it to charge for each transaction. If instructions are not received with respect to a transaction in the time period required by Pershing to
implement those instructions, Pershing shall charge the customer the commission, markup, or other charge or expense prescribed in the basic commission schedule delivered to Pershing by Broker. This basic schedule may be amended from time to time by
Broker by written instructions delivered to Pershing. Pershing shall only be required to implement such amendments to the basic schedule to the extent such amendments are within the usual capabilities of Pershing’s data processing and
operations systems and only within such reasonable time limitations as Pershing may deem necessary to avoid disruption of its normal operating capabilities. 
 
18.2 Miscellaneous Charges. Broker agrees to pay Pershing the fees and charges described in Schedule A hereto. Notwithstanding the foregoing,
Broker may instruct Pershing to pass through such fees to Broker’s customers. 
 
18.3 Fees for Clearing Services. As compensation for services provided pursuant to this Agreement, Pershing shall deduct from the commissions, mark-up, mark-down, or fees charged Broker’s customers the amounts
set forth in the fully-disclosed pricing schedule attached hereto as Schedule A. 
 
19.0 DEPOSIT ACCOUNT 
 
19.1 Establishment of
Deposit Account. To further assure Broker’s performance of its obligations under this Agreement, including but not limited to its indemnification obligations under Paragraph 17, Broker shall, on or before the execution of this Agreement,
establish an account at Pershing to be designated as the Broker’s Deposit Account (the “Deposit Account”). The Deposit Account shall not represent an ownership interest by Broker in Pershing. The Deposit Account shall at all times
contain cash, securities, or a combination of both, having a market value of at least the amount set forth in Schedule A. The securities placed in the Deposit Account shall consist only of direct obligations issued by or guaranteed as to principal
and interest by the United States Government. In the event of a substantial change in the nature and extent of Broker’s business operations, Pershing may require 
 

16 

immediately that an additional amount be deposited in the Deposit Account. If such a deposit is not made
in the amount specified, whether or not Broker agrees that the amount is justified under this subparagraph, Pershing may terminate this Agreement forthwith. The parties agree that Broker’s deposit into the Deposit Account does not represent
ownership interest in Pershing by Broker. 
 
19.2
Pershing’s Right to Offset. If (i) Pershing shall have any claim which it reasonably believes is chargeable against Broker or a customer of Broker which has not been resolved within five business days after Pershing presents such claim
to Broker; or (ii) if Pershing shall suffer any loss or incur any expense for which it is entitled to be indemnified pursuant to this Agreement, and Broker shall fail to make such indemnification within five business days after being requested to do
so, Pershing may deduct the amount of such claim, loss, or expense from any account of Broker. Pershing may withdraw cash or securities (or both) having a market value equal to the amount of such claimed deficiency. If those funds are withdrawn from
the Deposit Account, then Broker shall be obligated to make an immediate deposit in the Deposit Account of cash or securities sufficient to bring the Deposit Account back to a value of at least the amount required by Schedule A. 
 
19.3 Termination of Deposit Account. Upon termination of this
Agreement, and transfer of all customer and proprietary accounts of Broker or as soon thereafter as practical, but in all cases within thirty (30) days of termination, Pershing shall pay and deliver to Broker, the funds and securities in the Deposit
Account, less any amounts to which it is entitled under the preceding paragraph; provided, however, that Pershing may retain in the Deposit Account such amount for such period as it deems appropriate for its protection from any claim or proceeding
of any type, then pending or threatened, until the final determination of such claim or proceeding is made. If a threatened claim or proceeding is not resolved or if a legal action or proceeding is not instituted within a reasonable time after the
termination of this Agreement, any amount retained with respect to such claim, proceeding, or action shall be paid or delivered to Broker. 
 
20.0 PROPRIETARY ACCOUNTS OF INTRODUCING BROKERS AND DEALERS (PAIB) 
 
Pershing shall establish a separate reserve account for proprietary assets held by Broker so that Broker can
treat these assets as allowable assets under SEC Rule 15c3-1. Pershing agrees to perform the required computation on behalf of Broker in accordance with the following provisions, procedures, and interpretations set forth in the SEC’s No-Action
Letter regarding Proprietary Accounts of Introducing Brokers and Dealers (PAIB) dated November 3, 1998: 
 
20.1 Pershing will perform a separate computation for PAIB assets (PAIB reserve computation) of Broker in accordance with the customer reserve computation set forth in SEC Rule 15c3-3 (customer reserve
formula) with the following modifications: 
 

	  	 A.	  	 Any credit (including a credit applied to reduce a debit) that is included in the customer reserve formula will not be included as a credit in the PAIB reserve
computation; 

	  	 B.	  	 Note E(3) to Rule 15c3-3a, which reduces debit balances by one percent under the basic method and subparagraph (a)(1)(ii)(A) of Rule 15c3-1, which

 

17 

reduces debit balances by three percent under the alternative method will not apply; and

	  	 C.	  	 Neither Note E(I) to Rule 15c3-3a nor NYSE Interpretation /04 to Item 10 of Rule 15c3-3a regarding securities concentration charges is applicable to the PAIB
reserve computation. 

 
20.2 PAIB reserve computation
will include all the proprietary accounts of Broker. All PAIB assets will be kept separate and distinct from customer assets under the customer reserve computation set forth in SEC Rule 15c3-3. 
 
20.3 PAIB reserve computation will be prepared within the same time frames as
those prescribed by Rule 15c3-3 for the customer reserve formula. 
 
20.4 Pershing will establish and maintain a separate “Special Reserve Account for the Exclusive Benefit of PAIB Customers” with a bank in conformity with the standards of Rule 15c3-3(f) (PAIB Reserve Account). Cash
and/or qualified securities as defined in the Rule will be maintained in the PAIB Reserve Account in an amount equal to the PAIB reserve requirement. 
 
20.5 If the PAIB reserve computation results in a deposit requirement, the requirement can be satisfied to the extent of any excess debit in the customer
reserve formula of the same date. However, a deposit requirement resulting from the customer reserve formula cannot be satisfied with excess debits from the PAIB reserve computation. 
 
20.6 Within two business days of entering into this Agreement, Broker must notify its designated examining authority (DEA) in
writing that it has entered into a PAIB agreement with its clearing broker-dealer. 
 
20.7 Upon discovery that any deposit made to the PAIB Reserve Account did not satisfy its deposit requirement, Pershing will immediately notify its DEA and the SEC. Unless a corrective plan is found to be acceptable by the
SEC and the DEA, Pershing will provide written notification within five business days of the date of discovery to Broker that PAIB assets held by Pershing will not be deemed allowable assets for net capital purposes. 
 
20.8 To the extent applicable, commissions receivable and other receivables of
Broker from Pershing (excluding clearing deposits) that are otherwise allowable assets under the net capital rule are not to be included in the PAIB reserve computation, provided the amounts have been clearly identified as receivables on the books
and records of the Broker and as payables on the books of Pershing. 
 
21.0 COMMUNICATION 
 
21.1 Notice to
Customers. Pershing shall, upon the opening of an account pursuant to paragraph 5 of this Agreement, mail to each customer a copy of the notice to customers required by NYSE Rule 382(c). 
 
21.2 Customer Complaint Reporting and Customer Notification. Broker
authorizes and instructs Pershing to forward promptly any written customer complaint received by Pershing regarding Broker and/or its associated persons relating to functions and responsibilities 
 

18 

allocated to Broker under this Agreement to a) Broker and b) Broker’s designated examining authority
(“DEA”) designated under Section 17 of the Securities and Exchange Act of 1933 or, if none, to Broker’s appropriate regulatory agency or authority. Further, Broker authorizes Pershing to notify the customer, in writing, that Pershing
has received the complaint, and the complaint has been forwarded to Broker’s DEA (or, if none, to the appropriate regulatory agency). 
 
21.3 Restriction on Advertising. Neither Pershing nor Broker shall utilize the name of the other in any way without the other’s prior written
consent except to disclose the relationship between the parties. Neither party shall employ the other’s name in such a manner as to create the impression that the relationship between them is anything other than that of clearing broker and
introducing broker. Broker shall not hold itself out as an agent of Pershing or as a subsidiary or company controlled directly or indirectly by or affiliated with Pershing except as provided in this paragraph. 
 
21.4 Linking Between Sites. Without express written authorization,
neither party may provide or allow an electronic hyperlink directly from its service or site on the Internet or another site over which that party has control to the service or site on the Internet of the other party. 
 
22.0 TERMINATION OF AGREEMENT 
 
This Agreement shall continue until terminated as hereinafter
provided: 
 
22.1 Termination Upon 90-Day Notice. This
Agreement may be terminated by either party without cause upon ninety days prior notice. If either party terminates the Agreement pursuant to this subparagraph, Pershing shall have the right to impose reasonable limitations upon Broker’s
activities during the period between the giving of Notice and the transfer of Broker’s accounts. 
 
22.2 Default. If either party defaults in the performance of its obligations under this Agreement, or otherwise violates the provisions of this Agreement, the non-defaulting party may terminate
this Agreement by delivering Notice to the defaulting party (i) specifying the nature of the default; and (ii) notifying the defaulting party that unless the default is cured within a period of ten days from receipt of the Notice, this Agreement
will be terminated without further proceedings by the non-defaulting party. 
 
22.3 Disability. This Agreement may be terminated by Pershing or Broker immediately in the event that the other party is enjoined, disabled, suspended, prohibited, or otherwise becomes unable to engage in the securities
business or any part of it by operation of law or as a result of any administrative or judicial proceeding or action by the SEC, any state securities law administrator, or any regulatory or self-regulatory organization having jurisdiction over such
party. 
 
22.4 Conversion of Accounts. In the event that
this Agreement is terminated for any reason, Broker shall arrange for the conversion of Broker’s and its customer accounts to another clearing broker or to Broker if it becomes self-clearing. Broker shall give Pershing Notice (the
“Conversion Notice”) of: (i) the name of the broker that will assume responsibility for clearing services for Customers and Broker; (ii) the date on which such broker will commence providing 
 

19 

such services; (iii) Broker’s undertaking, in form and substance satisfactory to Pershing, that
Broker’s agreement with such clearing broker provides that such clearing broker will accept on conversion all Broker and customer accounts then maintained by Pershing; and (iv) the name of an individual or individuals within new clearing
broker’s organization whom Pershing may contact to coordinate the conversion. The Conversion Notice shall accompany Broker’s notice of termination given pursuant to this paragraph. If Broker fails to give Conversion Notice to Pershing,
Pershing may notify Broker’s customers as Pershing deems appropriate of the termination of this Agreement and may make such arrangements as Pershing deems appropriate for transfer or delivery of customer and Broker accounts. The expense of
notifying those customers and making such arrangements shall be charged to Broker. 
 
22.5 Survival. Termination of this Agreement in any manner shall not release Broker or Pershing from any liability or responsibility with respect to any representation or warranty or transaction effected on the books
of Pershing. 
 
22.6 Termination Fee. If Broker terminates
this Agreement pursuant to Paragraph 22.1 above, or Pershing terminates this Agreement pursuant to Paragraph 22.2 or 22.3 within the period specified in Schedule A, Broker shall pay to Pershing a termination fee and will reimburse Pershing for
Deconversion Expenses as stated in Schedule A. 
 
22.7
Termination under S.I.P.A. In the event that Broker is the subject of the issuance of a protective decree pursuant to the Securities Investor Protection Act of 1970 (15 USC 78aaa-111), Pershing’s claim for payment of a termination fee
under this Agreement shall be subordinate to claims of Broker’s customers that have been approved by the Trustee appointed by the Securities Investor Protection Corporation pursuant to the issuance of such protective decree. 
 
23.0 CONFIDENTIAL NATURE OF DOCUMENTS AND OTHER INFORMATION 
 
Neither Pershing nor Broker shall disclose the terms of this
Agreement or information obtained as a result thereof or information regarding the identity of the other’s customers to any outside party except to regulatory or self-regulatory organizations, pursuant to judicial process or as otherwise
required by law or to authorized employees of the other. Any other publication or disclosure of the terms of this Agreement may be made only with the prior written consent of the other party. Broker and Pershing shall each maintain the
confidentiality of documents and information received from the other party pursuant to this Agreement. 
 
Broker acknowledges that the services Pershing provides hereunder involve Broker access to proprietary technology, trading and other
systems, and that techniques, algorithms and processes contained in such systems constitute trade secrets and shall be safeguarded by Broker, and that Broker shall exercise reasonable care to protect Pershing’s interest in such trade secrets.
Broker agrees to make the proprietary nature of such systems known to those of its consultants, staff, agents or clients who may reasonably be expected to come into contact with such systems. Broker agrees that any breach of this confidentiality
provision may result in its being liable for damages as provided by law. 
 
 

20 

 
24.0 ACTION AGAINST CUSTOMERS
BY PERSHING 
 
Pershing may, in its sole discretion
and at its own expense and, upon written notice to Broker, institute and prosecute in its name any action or proceeding against any of Broker’s customers in relation to any controversy or claim arising out of Pershing’s transactions with
Broker or with Broker’s customers. Nothing contained in this Agreement shall be deemed either (a) to require Pershing to institute or prosecute such an action or proceeding; or (b) to impair or prejudice its right to do so, should it so elect,
nor shall the institution or prosecution of any such action or proceeding relieve Broker of any liability or responsibility which Broker would otherwise have had under this Agreement. Broker assigns to Pershing its rights against its customer as
necessary to effectuate the provisions of this paragraph. 
 
25.0
NOTICES 
 
Any Notice required or permitted to be
given under this Agreement shall be sufficient only if it is in writing and sent by hand or by certified mail, return receipt requested, to the parties at the following address: 
 
Broker:    INTLTRADER.COM 
220 East Central Parkway Ste 2060 
Altamonte Springs, FL 32701 
Attn:          Ed
Cofrancesco 
 
Pershing: 
 
Pershing Division of Donaldson, Lufkin & Jenrette
Securities Corporation 
One Pershing Plaza 
Jersey City, NJ 07399 
Attn: 
cc: Legal Department 
 
26.0 ARBITRATION 
 
26.1 Arbitration Requirement. Any dispute between Broker and Pershing that cannot be settled shall be taken to arbitration as set forth in paragraph 26.3 below. 
 
26.2 ARBITRATION DISCLOSURE. 
 

	  	 •	 	 ARBITRATION IS FINAL AND BINDING ON THE PARTIES. 

 

	  	 •	 	 THE PARTIES ARE WAIVING THEIR RIGHT TO SEEK REMEDIES IN COURT, INCLUDING THE RIGHT TO JURY TRIAL. 

 

	  	 •	 	 PRE-ARBITRATION DISCOVERY IS GENERALLY MORE LIMITED THAN AND DIFFERENT FROM COURT PROCEEDINGS. 

 

	  	 •	 	 THE ARBITRATORS’ AWARD IS NOT REQUIRED TO INCLUDE FACTUAL FINDINGS OR LEGAL REASONING AND ANY PARTY’S RIGHT TO APPEAL OR TO SEEK MODIFICATION OF RULINGS
BY THE ARBITRATORS IS STRICTLY LIMITED. 

 

21 

 

	  	 •	 	 THE PANEL OF ARBITRATORS WILL TYPICALLY INCLUDE A MINORITY OF ARBITRATORS WHO WERE OR ARE AFFILIATED WITH THE SECURITIES INDUSTRY. 

 
26.3 ARBITRATION AGREEMENT. 
 
ANY CONTROVERSY BETWEEN US ARISING OUT OF YOUR BUSINESS OR
THIS AGREEMENT SHALL BE SUBMITTED TO ARBITRATION CONDUCTED BEFORE THE NASD REGULATION INC., AND IN ACCORDANCE WITH THE RULES OBTAINING OF THE SELECTED ORGANIZATION AND SHALL BE CONDUCTED AS A BROKER TO BROKER OR MEMBER VS MEMBER DISPUTE. ARBITRATION
MUST BE COMMENCED BY SERVICE UPON THE OTHER PARTY OF A WRITTEN DEMAND FOR ARBITRATION OR A WRITTEN NOTICE OF INTENTION TO ARBITRATE, THEREIN ELECTING THE ARBITRATION TRIBUNAL. 
 
NO PERSON SHALL BRING A PUTATIVE OR CERTIFIED CLASS ACTION TO ARBITRATION, NOR SEEK TO ENFORCE ANY
PRE-DISPUTE ARBITRATION AGREEMENT AGAINST ANY PERSON WHO HAS INITIATED IN COURT A PUTATIVE CLASS ACTION AND WHO IS A MEMBER OF A PUTATIVE CLASS AND WHO HAS NOT OPTED OUT OF THE CLASS WITH RESPECT TO ANY CLAIMS ENCOMPASSED BY THE PUTATIVE CLASS
ACTION UNTIL: (i) THE CLASS CERTIFICATION IS DENIED; (ii) THE CLASS IS DECERTIFIED; OR (iii) THE CUSTOMER IS EXCLUDED FROM THE CLASS BY THE COURT. SUCH FORBEARANCE TO ENFORCE AN AGREEMENT TO ARBITRATE SHALL NOT CONSTITUTE A WAIVER OF ANY RIGHTS
UNDER THIS AGREEMENT EXCEPT TO THE EXTENT STATED HEREIN. 
 
27.0
GENERAL PROVISIONS 
 
27.1 Successors and Assigns. This
Agreement shall be binding upon and shall inure to the benefit of the respective successors and assigns of Broker and Pershing. No assignment of this Agreement or any rights, including those to indemnification hereunder by Broker shall be effective
unless Pershing’s written consent shall be first obtained. 
 
27.2 Severability. If any provision of this Agreement shall be held to be invalid or unenforceable, the validity or enforceability of the remaining provisions and conditions shall not be affected thereby. 
 
27.3 Counterparts. This Agreement may be executed in one or more
counterparts, all of which taken together shall constitute a single agreement. 
 
27.4 Entire Agreement Amendments and Duties Not Specifically Enumerated Herein. This Agreement represents the entire agreement between the parties with respect to the subject matter contained herein and all prior discussions,
agreements, and promises, written or oral, are merged herein. This Agreement may not be changed orally, but only by an agreement in writing signed 
 

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by the parties. Pershing shall not be responsible or liable for failure to perform any duties not
specifically enumerated herein. 
 
27.5 Captions. Captions
herein are for convenience only and are not of substantive effect. 
 
27.6 Applicable Law. This Agreement shall be governed by and construed in accordance with the internal laws of the State of New York, without giving effect to the conflicts of laws or principles thereof. This Agreement shall
not be governed by the United Nations Convention on the International Sale of Goods. 
 
27.7 Citations. Any reference to the rules or regulations of the SEC, NASD, the NYSE, or any other regulatory or self-regulatory organization are current citations. Any changes in the citations (whether or not there
are any changes in the text of such rules or regulations) shall be automatically incorporated herein. 
 
27.8 Construction of Agreement. Neither this Agreement nor the performance of the services hereunder shall be considered to create a joint venture or partnership between Pershing and Broker or
between Broker and other brokers for whom Pershing may perform the same or similar services. 
 
27.9 Third-Parties. This Agreement is between the parties hereto and is not intended to confer any benefits on third-parties including, but not limited to, customers of Broker. 
 
27.10 Non-Exclusivity of Remedies. The enumeration herein of specific
remedies shall not be exclusive of any other remedies. Any delay or failure by a party to this Agreement to exercise any right, power, remedy, or privilege herein contained, or now or hereafter existing under any applicable statute or law, shall not
be construed to be a waiver of such right, power, remedy, or privilege. No single, partial, or other exercise of any such right, power, remedy, or privilege shall preclude the further exercise thereof or the exercise of any other right, power,
remedy, or privilege. 
 
27.11 SEC Release 34-31511
Provision. Pursuant to the interpretation of Introducing Accounts on a Fully-Disclosed Basis contained in SEC Release 34-31511, it is hereby agreed between Broker and Pershing that, insofar as the “financial responsibility rules” of
the SEC and Securities Investor Protection Act only are applicable, the accounts Broker introduces to Pershing on a fully-disclosed basis shall be considered to be accounts of Pershing and not Broker’s accounts. Nothing in this paragraph will
otherwise change or affect the provisions of this Agreement which provide that the customer account remains Broker’s customer account for all other purposes, including but not limited to, supervision, suitability and indemnification.

 
27.12 United States Postal Service Documents. Broker
hereby appoints Pershing as its attorney-in-fact for the purpose of executing such documents as are necessary to allow Broker and its customers to participate in the FASTforward program of the United States Postal Service. This may include, but not
be limited to Pershing’s execution, on an annual basis, on Broker’s behalf, of the FASTforward Processing Acknowledgment Form. 
 
27.13 Provision of Reports and Exception Reports. On or before the effective date of this Agreement, Pershing shall provide to Broker, Pursuant to
NYSE Rule 382(e), a list of all 
 

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reports (e.g. exception-type reports) it offers to Broker. Broker shall promptly notify Pershing, in
writing, of those specific reports it elects to receive. Pershing and Broker each represent that their obligations relative to exception reports, pursuant to NYSE Rule 382(e) have been completed. (NYSE Information Memo 99-33) 
 
28.0 OWNERSHIP AND LICENSES 
 
28.1 License to Use Systems. In order to effectuate the terms of this
Agreement and to allow each party to perform its duties hereunder, Pershing hereby grants to Broker a non-exclusive, non-transferable, non-assignable limited license for the term of this Agreement to access and use the various account information,
trading and order entry systems to which Pershing specifically provides access whether pursuant to the schedules attached hereto or otherwise (“the Systems”). Said license shall be limited to the use of the most recently updated version of
Systems in accordance with the written manuals and procedures provided by Pershing in effect from time to time. Broker shall not, directly or indirectly, modify the features or functionality of, copy or create derivative works using all or any
portion of, peel semiconductor components, decompile, or otherwise reverse engineer or attempt to reverse engineer or derive source code from the Systems or permit or encourage any third-party to do so. 
 
28.2 License to Software Products. Subject to receipt by Pershing of
the fees set forth in the pricing schedules attached hereto and approval by Pershing of any customized version created by Broker, Pershing may provide or arrange for the provision of software and other associated and non-associated services,
features of which may enable Broker’s customers or its representatives to contact Broker and transact business through Broker via various media, including a site or pages of a site located on the World Wide Web and reached through an Internet
address, which shall be unique to Broker (but which shall not be required to be a domain name unique to Broker) (the “Software Products”). To the extent required, Pershing hereby grants to Broker a non-exclusive, non-transferable,
non-assignable limited license for the term of this Agreement to access and use the Software Products solely for the purposes for which they were created and provided to Broker: to enable its customers and representatives (a) to communicate with
Broker; and (b) access financial information and transact business with Broker through the various media. Said license shall be limited to the use of the most recently updated version of the Software Products in accordance with the written manuals
and procedures provided by Pershing in effect from time to time. Except as specifically permitted pursuant to the first sentence of this Paragraph 28.2, Broker shall not, directly or indirectly, modify the features or functionality of, copy or
create derivative works using all or any portion of, peel semiconductor components, decompile, or otherwise reverse engineer or attempt to reverse engineer or derive source code from the Software Products or permit or encourage any third-party to do
so. 
 
28.3 Ownership of the Systems and Software Products.
Nothing herein shall be construed to transfer to Broker any rights, title and/or interest in and to the Systems or to the Software Products, including without limitation, the intellectual property rights therein. The Systems and Software Products
are considered the trade secrets of Pershing and its affiliates. As between Broker and Pershing, Pershing shall at all times be and remain the sole and exclusive owner of the Systems and Software Products, including any and all home page design(s),
methodologies, techniques, software libraries, and know-how used by Pershing or incorporated into the Systems and Software Products, including all improvements, 
 

24 

modifications, or enhancements thereto. Except with respect to intellectual property rights in trademarks
and copyrights belonging to Broker, Pershing and its affiliates retains all rights, title, and interest in and to Systems and Software Products, including without limitation, all applicable copyrights (including without limitation, the exclusive
right to reproduce, distribute copies of, display and perform the copyrighted work and to prepare derivative works), copyright registrations, and applications, trademark rights (including without limitation, registrations and applications), patent
rights, trade-names, mask-work rights, trade secrets, moral rights, authors’ rights, and all renewal and extensions thereof, regardless of whether any of such rights arise under the laws of the United States or any other state, country or
jurisdiction. If at any time Broker proposes or makes modifications to its customized version of any System or Software Product (“Modification”), all right, title and interest in the Modifications shall be deemed to be a work made for
hire. To the extent that title to any such Modification may not vest in Pershing by operation of law, or such Modifications may not be considered works made for hire, all right, title, and interest to therein are hereby irrevocably assigned to
Pershing. All such Modifications shall belong exclusively to Pershing, with Pershing having the right to obtain and to hold in its own name copyright registrations, patents, and such other intellectual property protection as may be appropriate to
the subject matter, and any extensions and renewals thereof. Broker agrees to give Pershing and any person designated by Pershing reasonable assistance, at Pershing’s expense, required to perfect the rights defined in this Section. Unless
otherwise directed by Pershing, upon the termination of this Agreement, Broker shall immediately turn over to Pershing all Modifications, including, but not limited to, computer programs, working papers, descriptions, reports, and data. Nothing
contained in this Paragraph 28.3 shall be construed as preventing Pershing from assigning any intellectual property right with respect to any Modification to any third-party. This Paragraph 28.3 shall survive any termination of this Agreement.

 
28.4 Protection of the Systems and Software Products.
Pershing shall, from time to time, provide Broker with passwords, codes, certificates, and other identification devices and security measures (the “Identification Devices”) necessary to access and use the Systems and Software Products.
Broker shall determine whether and which of its customers, employees,or agents shall have access to the Systems and Software Products. Broker shall be solely responsible for the assignment, distribution, and maintenance of all Identification Devices
to ensure that access to the Systems and Software Products is granted only to those individuals who are authorized by Broker. Nothing in this paragraph shall affect or diminish Pershing’s right, in its sole discretion, to refuse to provide any
or all the Systems and Software Products to Broker, its agents or employees or any customers of Broker. Broker shall be responsible for and shall provide the same level of security as Broker applies to its own source code and trade secrets in the
protection, maintenance, and distribution of those Identification Devices and codes within its organization and to its agents and customers, but in no case less than reasonable security. Any loss, theft, or discovery of any Identification Devices
shall be reported to Pershing immediately and Broker shall be responsible for any unauthorized use, and for any loss resulting from unauthorized use, of any Identification Device prior to the time the loss, theft, or discovery of the Identification
Device is reported to Pershing. 
 
28.5 Restricted Use of
Data. Broker acknowledges that certain information available via the Systems and Software Products cannot be viewed by or otherwise distributed to an individual who is a member of any exchange or the NASD, or of any corporation of which an
exchange 
 

25 

owns a majority of the capital stock, or of a member firm or member corporation of any exchange or the
NASD or of any corporation, firm or individual engaged in the business of dealing either as a broker or a principal in securities, bills of exchange, acceptances, or other forms of commercial paper (hereinafter “Professional User”). Broker
acknowledges that Broker is solely responsible for ensuring that and represents and warrants that it will not use or permit any other Professional User to access or view the restricted information except in their capacity as public customers. In
addition, certain information available through the Systems cannot be viewed by or otherwise distributed to Broker’s customers. Broker acknowledges that Broker is solely responsible for ensuring that no such individual views the restricted
information. Pershing’s or its affiliates’ mere creation and license of the Systems and Software Products to be used by Broker as tools for conducting its business does not diminish Broker’s responsibility for compliance with all
applicable rules as set forth in paragraph 6 of this Agreement. 
 
28.6 Options Price Reporting Authority Requirements. In providing the Systems and Software Products, Broker may allow access to information concerning options contracts to its customers or itself, which information has been
licensed to Pershing. Broker hereby certifies that, for each customer to whom it instructs Pershing to provide access to information concerning options contracts, it has obtained a written agreement in which the customer agrees that he or she: (1)
shall receive options information solely for such person’s own use; (2) shall not retransmit or otherwise furnish options information to any other person; (3) shall acknowledge that options information is and shall remain the property of the
respective exchange or other market on which a reported transaction took place or a reported quotation was entered; and (4) shall acknowledge that; (i) neither the Options Price Reporting Authority (OPRA), OPRA’s processor, nor any OPRA
Participant guarantees the timeliness, sequence, accuracy, or completeness of any options last sale price, quotation information, or other market information provided by OPRA; (ii) neither OPRA, OPRA’s processor nor any OPRA Participant shall
be liable in any way to such customer, broker or any other person for any loss, damages, cost, or expense which may arise from any failure of performance by OPRA, OPRA’s processor, or any OPRA Participant, or from any delays, inaccuracies,
errors in or omissions of, any Options Information, or in the transmission or delivery thereof, whether or not due to any negligent act or omission on the part of OPRA, OPRA’s processor or any OPRA Participant; and (iii) in no event shall OPRA,
OPRA’s processor or any OPRA Participant be liable for any incidental, special, indirect, or consequential damages, including but not limited to, lost profits, trading losses, or damages resulting from inconvenience, or loss of use of the
Service. Such written agreement shall state that it is for the express benefit of OPRA, OPRA’s processor, and each OPRA Participant. In addition, Broker, on its own behalf, acknowledges its understanding of OPRA’s responsibilities under
this Paragraph 28.6. In addition, Broker agrees that it shall maintain and preserve for at least three years sufficient records to identify the names and addresses of its customers to whom it is authorized to provide the Service, together with
copies of all customer agreements and billing records. At the request of OPRA, Broker agrees to permit representatives of OPRA to have access to such records, and to provide to OPRA any information that OPRA may reasonably request concerning its
customers. Broker further acknowledges that its acknowledgments and agreements as stated above should are for the express benefit of OPRA, OPRA’s processor, and each OPRA participant. 
 

26 

 
28.7 Receipt of Information
from Third-Parties and Reality Online Inc. In providing the Systems and Software Products, Broker may allow access to information to its customers or itself, which information has been licensed to Pershing by a third-party, including without
limitation Reality Online Inc. Broker acknowledges that it has read and executed the agreement attached hereto as Exhibit A – Reuters Services – NetExchange ClientTM Agreement and thereby has the right to distribute the information provided by Reality Online Inc. 
 
IN WITNESS WHEREOF the parties have hereto affixed their hands and seals by their duly authorized officers on the day and
date first above written. 
 
This Agreement
contains a pre-dispute arbitration clause in Paragraph 26 beginning on page 20. Broker acknowledges receiving a copy of this Agreement. 
 

	
	  BROKER: INTLTRADER.COM, INC.

	
	  By:
	  	  /s/ Edward R. Cofrancesco Jr.

	  Title:
	  	  COO

	
	  PERSHING/ DIVISION OF DONALDSON, LUFKIN & JENRETTE SECURITIES
CORPORATION

	
	  By:
	  	  /s/ John C. Ward

	  	  	  John C. Ward

	  Title:
	  	  Director

 

27

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