Document:

Filed by Bowne Pure Compliance

Exhibit 10.15

Amendment No: CING7866.A.001 TO SOW No: GASOW-STAR100606-00

MSA No: GAMSA-STAR081106-00

	 	 	 
	*	 	Material has been omitted pursuant to a request for confidential treatment and such material has
been filed separately with the Securities and Exchange Commission. An asterisk within brackets
denotes omissions.

AMENDMENT NO.

CING7866.A.001

TO GASOW-STAR100606-00

This Amendment, effective on the date when signed by the last Party (“Effective Date”), and
amending Statement of Work GASOW-STAR100606-00 to that certain Master Services Agreement
GAMSA-STAR081106-00 is by and between StarTek USA Inc. (“StarTek”) and AT&T Mobility LLC (“AT&T”
f/k/a Cingular Wireless LLC a Delaware Limited Liability Company), each of which may be referred to
in the singular as “Party” or in the plural as “Parties.”

WITNESSETH

WHEREAS, StarTek and AT&T entered into Statement of Work GASOW-STAR100606-00 to that certain Master
Services Agreement GAMSA-STAR081106-00; and

WHEREAS, StarTek and AT&T desire to amend the Statement of Work as hereinafter set forth.

Now, THEREFORE, in consideration of the premises and the covenants hereinafter contained, the
Parties hereto agree as follows:

The terms and conditions of Statement of Work GASOW-STAR100606-00 in all other respects remain
unmodified and in full force and effect.

1. Section 1 (“SCOPE OF WORK”), of the Statement of Work is amended to include the following new
subsection:

1.2.

	 	III.	 	Tier 2 Voice Data Troubleshooting

	 	a.	 	Handle customer questions, complaints, and billing inquiries with the
highest degree of courtesy and professionalism to resolve customer issues with one
call resolution.

	 	b.	 	Offer alternative solutions where appropriate with the objective of
retaining customer’s business.

	 	c.	 	Handle business transactions in connection with activation of new
customer accounts on a computer terminal.

	 	d.	 	Communicate with customers using web-based tools and demonstrates the
associated proficiency in typing and grammar.

	 	e.	 	Make financial decisions to protect/collect revenues and adjusts
customer accounts.

 

 

 

Amendment No: CING7866.A.001 TO SOW No: GASOW-STAR100606-00

MSA No: GAMSA-STAR081106-00

	 	f.	 	Respond to internal calls from all levels of the Business Customer
Services organization.

	 	g.	 	Provide detailed troubleshooting and education to representatives in
the areas of systems, equipment, and network issues.

	 	h.	 	Support call types including but not limited to GSM, GPRS – including
MMS, SMS, WAP protocols, TDMA, AT&T billing systems, PTT, Answer Tones, and UMTS
network technologies.

	 	i.	 	Submit /clarify cases to higher tier network teams when necessary.

	 	j.	 	Open, maintain, escalate and close clarify cases as necessary.

	 	k.	 	Communicate with external customers when troubleshooting and resolving
customer issues.

	 	l.	 	Track and report technical problems and trends.

	 	m.	 	Notification of issues and outages to customer facing groups through
Dashboard, END, CSP, and Primus.

	 	n.	 	Accept transfers from the rest of AT&T Care related to complex Wireless
Data service issues.

	 	o.	 	Aid customers in the troubleshooting and configuration of AT&T software
such as PC cards, RIM Blackberry, Personal Digital Assistants and laptop computers.

	 	p.	 	Assess and complete troubleshooting on the AT&T wireless data network
(GPRS / EDGE).

	 	q.	 	Provide best-in-class customer service and advanced product support to
AT&T Mobility Laptop Connect customers.

	 	r.	 	Laptop Connect subscriber call types supported on this ANS incoming
call queue include but are not limited to tethering via Communication Manager,
Dell, SONY and other manufacturer embedded modem laptops, Apple compatible modem
and air card equipment, Sierra Wireless Watcher, Dial Up Networks, all PC card
products and related error messages.

	 	s.	 	Accept transfers from internal AT&T Mobility departments related to
complex wireless data service issues.

	 	t.	 	Product support includes but is not limited to AT&T Mobility provided
equipment, standard hardware operating systems, AT&T Mobility provided
applications, the AT&T Mobility data network (GPRS/EDGE/UMTS), application gateways
and customer application servers.

	 	u.	 	Troubleshoot and escalate undocumented wireless data issues for
research and resolution. 

Proprietary and Confidential

This Agreement and information contained therein is not for use or disclosure outside of AT&T, its Affiliates,

and third party representatives, and StarTek except under written agreement by the contracting Parties.

 

2

 

Amendment No: CING7866.A.001 TO SOW No: GASOW-STAR100606-00

MSA No: GAMSA-STAR081106-00

	2.	 	Exhibit B (“PRICE”), of the Statement of Work is amended to include the following new pricing
for the Tier 2 Voice Data Troubleshooting scope of work described above.

	Tier 2 Technical Support	 	$   [*]

IN WITNESS WHEREOF, the Parties have caused this Amendment to Statement of Work
GASOW-STAR100606-00 to be executed, which may be in duplicate counterparts, each of
which will be deemed to be an original instrument, as of the date the last Party
signs.

	 	 	 	 	 	 	 	 	 
	StarTek USA Inc.	 	AT&T Mobility LLC	 	 
	 
	 	 	 	 	 	 	 	 
	By:

	 	/s/ Patrick M. Hayes
	 	By:
	 	/s/ Karen Tays	 	 
	 

	 	 
	 	 	 	 	 	 
	Printed Name: Patrick M. Hayes	 	Printed Name: Karen Tays	 	 
	Title: CEO	 	Title: Senior Contract Manager	 	 
	Date: 16 April 08	 	Date: 4/3/08	 	 

Proprietary and Confidential

This Agreement and information contained therein is not for use or disclosure outside of AT&T, its Affiliates,

and third party representatives, and StarTek except under written agreement by the contracting Parties.

 

3Filed by Bowne Pure Compliance

Exhibit 10.16

*    Material has been omitted pursuant to a request for confidential treatment and such material has
been filed separately with the Securities and Exchange Commission. An asterisk within brackets
denotes omissions.

Amendment

20070105.006.S.002.A.001

Between

StarTek, Inc.

And

AT&T Services, Inc.

 

 

 

Order No. 20071015.006.S.002

Amendment No. 20070105.006.S.002.A.001

AMENDMENT NO. 1

AGREEMENT NO. 20070105.006.S.002

This Amendment, effective on the date when signed by the last Party, and amending Agreement No.
20070105.006.S.002 is by and between StarTek, Inc., a Delaware corporation (“Supplier”), and AT&T
Services, Inc., a Delaware corporation (“AT&T”), each of which may be referred to in the singular
as “Party” or in the plural as “Parties.”

WITNESSETH

WHEREAS, Supplier and AT&T entered into Agreement No. 20070105.006.S.002, (the “Agreement”) on
April 1, 2007 (the “Effective Date”); and

WHEREAS, the Agreement expired by its terms on March 31, 2008 (“Expiration Date”);

WHEREAS, after such Expiration Date, the Parties continued to perform under the Agreement as if it
had not expired, and with the intention of extending its term;

WHEREAS, Supplier and AT&T now desire to revive the Agreement and to extend its term and to
formalize the validity and continuation of the Agreement since its Effective Date; and

WHEREAS, Supplier and AT&T also desire to amend the Agreement as hereinafter set forth.

Now, THEREFORE, in consideration of the premises and the covenants hereinafter contained, the
Parties hereto agree as follows:

	 	1.)	 	The Parties agree to revive the Agreement and to extend its term as set forth below and
agree that it shall be deemed to have been in effect continuously since its Effective Date
of April 1, 2007. The Parties further agree to ratify all past actions taken between the
above-referenced Expiration Date and the date when this Amendment is effective.

	 	2.)	 	Section III — (A) Term is hereby amended to delete the parenthetical (A); change the
end date to March 31, 2009; and to add the following sentence:

“AT&T shall have the right to extend the duration period specified in this Order for up to
twelve (12) months by giving Supplier 45 days prior written notice, at prices no greater
than those set forth in this Order.”

Proprietary and Confidential

This Agreement and information contained therein is not for use or disclosure outside of AT&T, its Affiliates,

and third party representatives, and Supplier except under written agreement by the contracting Parties.

 

2

 

Order No. 20071015.006.S.002

Amendment No. 20070105.006.S.002.A.001

	 	3.)	 	Section IV is hereby amended to change the contact information for AT&T’s program
Invoice Manager to:

[*]

	 	4.)	 	Section V is hereby amended to replace AT&T’s Program Representative with the
following:

[*]

	 	5.)	 	Section VIII is hereby amended to change the maximum expenditure in the first sentence
to [*].

	 	6.)	 	Section IX PRICING SCHEDULE is here amended to replace the Pricing table with the
following:

	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Description	 	1 - 40 FTEs	 	 	41 - 75 FTEs	 	 	76 - 125 FTEs	 	 	125+ FTEs	 
	Pricing effective as of 4/1/08	 	[*] Rate	 	 	[*] Rate	 	 	[*] Rate	 	 	[*] Rate	 
	Service Managers
	 	$	[*]	 	 	$	[*]	 	 	$	[*]	 	 	$	[*]	 
	*Training [*]
	 	$	[*]	 	 	$	[*]	 	 	$	[*]	 	 	$	[*]	 
	Holidays
	 	 	[*]	 	 	 	[*]	 	 	 	[*]	 	 	 	[*]	 

	 	7.)	 	Section X is hereby added and made part of this Order.

	 	 	 	 	 	 	 
	 

	 	“X.
	 	Name of Affiliate Ordering Services:	 	 
	 

	 	 	 	 

AT&T Operations, Inc”
	 	 

	 	8.)	 	Attachment A — Statement of Work, Section A. Program Description is herby amended to
change “Customer Services Managers (“CSM”)” to “Service Managers”. All references to CSM
in this Order shall now mean Service Managers.

	 	9.)	 	Attachment A — Statement of Work, Section D Staffing is hereby amended deleted and
replaced with the following:

“Supplier shall provide [*] Service Manager dedicated resources to perform the work
pursuant to the “Role Description” and “Knowledge and Skill Requirements” set forth in
Section A as they pertain to the AT&T’s TIER III Service Management Function. AT&T
reserves the right at anytime, in its sole discretion, to increase or decrease the number
of Service Managers by providing written notice to Supplier, for any reason whatsoever,
including without limitation the following conditions: performance issues and/or changes
in volume growth.”

Proprietary and Confidential

This Agreement and information contained therein is not for use or disclosure outside of AT&T, its Affiliates,

and third party representatives, and Supplier except under written agreement by the contracting Parties.

 

3

 

Order No. 20071015.006.S.002

Amendment No. 20070105.006.S.002.A.001

The terms and conditions of Agreement No. 20070105.006.S.002 in all other respects remain
unmodified and in full force and effect.

IN WITNESS WHEREOF, the Parties have caused this Amendment to Agreement No.
20070105.006.S.002 to be executed, which may be in duplicate counterparts, each
of which will be deemed to be an original instrument, as of the date the last
Party signs.

	 	 	 	 	 
	StarTek, Inc.

	 	AT&T Services, Inc.	 	 
	 
	 	 	 	 
	By: /s/ A.L. Jones

	 	By: /s/ Keith Connolly	 	 
	 

	 	 

	 	 
	Printed Name: A.L. Jones

	 	Printed Name: Keith Connolly	 	 
	Title: CEO

	 	Title: Vice President, Global Strategic Sourcing	 	 
	Date: 6/27/08

	 	Date: May 30, 2008	 	 
	 
	 

	 	On behalf of AT&T Operations, Inc.	 	 

Proprietary and Confidential

This Agreement and information contained therein is not for use or disclosure outside of AT&T, its Affiliates,

and third party representatives, and Supplier except under written agreement by the contracting Parties.

 

4

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