Document:

Exhibit 10.2

 

CONFIDENTIAL TREATMENT REQUESTED – CONFIDENTIAL PORTIONS OF THIS DOCUMENT HAVE 

BEEN REDACTED AND HAVE BEEN SEPARATELY FILED WITH THE COMMISSION

PROGRAM DESCRIPTION NUMBER 3

WIRELESS GATEWAY HOURLY SUPPORT

THIS PROGRAM DESCRIPTION NUMBER 3 (“Program Description”) is made effective the 24th day of June, 2013 (the “Program Description Effective Date”) pursuant to the AMENDED AND RESTATED SUPPORT SERVICES AGREEMENT dated July 5, 2012 (the “Agreement”) by and between Comcast Cable Communications Management, LLC, a Delaware limited liability company, on behalf of its applicable affiliates and subsidiaries, with offices at One Comcast Center, 1701 JFK Blvd., Philadelphia, PA 19103 (“Comcast” or “Reseller”) and Support.com, Inc., a Delaware corporation with offices at 600 Chesapeake Drive Boulevard, Redwood City, CA 94063 (“Support.com”), each a “Party” and collectively the “Parties.”   This Program Description shall become a part of Exhibit A of the Agreement as if originally set forth therein.  Defined terms in the Agreement shall have the same meaning in this Program Description.  In the event of any conflict or inconsistency between the Agreement and this Program Description, the provisions of this Program Description govern and control.

	1.	Program Background and Objectives

This Paragraph 1 (“Program Background and Objectives”) is for descriptive purposes only and does not create binding obligations on either Comcast or Support.com to enter any other agreement.  This Program Description represents the sole and complete agreement between the Parties with respect to the subject matter herein.

 

At Comcast’s request,  Support.com is currently hiring and training customer service representatives (“CSRs”) to provide productive services for Comcast’s high speed Internet repair (“HSI Repair”) and Wireless Gateway technical support (“Wireless Gateway Support”; collectively with HSI Repair, the “Services”) programs.  This Program Description describes the terms under which Support.com will train the CSRs and Comcast will pay for such training and productive hours.

This Program Description shall remain in effect until the earlier of ***.

	2.	Scope of Services

		2.1.	Overview

Support.com shall ensure that each CSR performing the Services has the necessary training to successfully perform their role in either HSI Repair or Wireless Gateway Support. Because of the inherent differences between the two Services programs, training is specific to each Service offering. Comcast shall have the option to attend and monitor any Support.com training sessions.  Regardless of the Services, all CSRs will be required to meet or exceed *** training certification test(s) administered by Support.com’s training department. Ongoing training includes a variety of refresher sessions as directed by Comcast.  Refresher session(s) will be determined based on the business needs of Comcast and from feedback received from Support.com’s Operations, Quality and Training teams.  Following the completion of training, as described below, each CSR performing the Services will be available to provide productive hourly services, as described in Section 2.9 below,

		2.1.1.	 HSI Repair Services

		2.1.1.1.	Initial New Hire Training. Support.com will provide training using Comcast approved curriculum to every CSR, as well as any other personnel assigned to provide the Services (the “Training Program”) in a virtual or classroom (as applicable) environment. In all aspects of training, Support.com shall conform its Training Program to the curriculum and content as set forth in Comcast’s Cable Country Curriculum which will be provided to Support.com.  Comcast will provide the training documentation that covers all aspects relating to the “call types” for which Support.com will be taking calls.  Support.com shall incorporate modifications to the Training Program as required by Comcast and as otherwise agreed upon by the parties via the Change Management process as described in the Agreement.  Support.com may incorporate its proprietary internal learning tools and methods as approved by Comcast including learning simulations and automation technology. Support.com shall utilize Comcast assessment methods and tools and will provide documentation confirming that each person providing the Services has successfully completed the Training Program according to the criteria provided by Comcast. Support.com is expected to maintain pass/fail reporting for each person including action plans for remedial training for those who did not successfully complete the Training Program.  For purposes of clarity, a score below *** is a fail.  These action plans will be made available to Comcast upon written request. Comcast will pay the Training Rate (set forth in Section 3 below) for all initial hires and any additional hires necessitated by Comcast requested ramp or increase to the forecast agreed upon by the Parties. Comcast will not pay the Training Rate for any new hires due to attrition. Comcast will not be responsible for the initial Training Program costs of those who are unable to successfully pass the Training Program after remedial training.

		2.1.1.2.	Train the Trainer Training.  Comcast shall provide Comcast-specific job training session (“Train the Trainer”) for Support.com’s training personnel and leadership team.  Support.com’s leadership team shall include: Operations Manager, Quality Analyst, and Development Lead(s) or their equivalents. Such training sessions will be held at a location determined by the Comcast in its sole discretion.  Support.com shall provide subsequent training to its training personnel at Support.com’s sole expense.  Each Party shall be responsible for its own travel costs and expenses related to visits to the other Party’s sites for training purposes, provided; however, Support.com will only be responsible for the costs and expenses for two (2) trips per year to Comcast designated sites related to Train the Trainer, certification of trainers, or training manager meetings.  Costs and expenses for any additional trips required by Comcast will be borne by Comcast.  Comcast is not responsible to pay the Training Rate for Train the Trainer sessions.

		2.1.1.3.	Certification of Trainers.   Comcast reserves the right to create a certification program for personnel assigned as trainers for Comcast’s account which Support.com shall implement.  Once implemented, any trainer not certified as set forth in the certification program must be removed from any activities related to the Training Program until such time that they are certified.  A trainer must meet the following minimum Comcast standards to conduct the Training Program: (i) attend a complete New Hire Training class and participate as a student; (ii) complete Train the Trainer; and (iii) co-facilitate a New Hire Training class for Support.com with an experienced trainer.  Comcast may, in its sole discretion, waive some or all of the requirements noted above.

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		2.1.2.	 Wireless Gateway Support Services

		2.1.2.1.	Initial New Hire Training.  Support.com will provide training to every CSR as well as any other personnel assigned to provide the Services (the “Training Program”) in a virtual or classroom (as applicable) environment. Support.com will, at its’ own cost and expense create, certify and maintain the training material specifically for Wireless Gateway networking support and will provide such training material  to Comcast for approval (including any modifications thereto) prior to actual use in the Training Program. Support.com shall incorporate modifications to the Training Program as required by Comcast and as otherwise agreed upon by the parties via the Change Management process as described in the Agreement.  Support.com may incorporate its proprietary internal learning tools and methods as approved by Comcast including learning simulations and automation technology. Support.com shall utilize Comcast assessment methods and tools and will provide documentation confirming that each person providing the Services has successfully completed the Training Program according to the criteria provided by Comcast. Support.com is expected to maintain pass/fail reporting for each person including action plans for remedial training for those who did not successfully complete the Training Program.  For purposes of clarity, a score below *** is a fail. These action plans will be made available to Comcast upon written request. Comcast will pay the Training Rate (set forth in Section 3 below) for all initial hires and any additional hires necessitated by Comcast requested ramp or increase to the forecast agreed upon by the Parties.  Comcast will not pay the Training Rate for any new hires due to attrition. Comcast will not be responsible for the initial Training Program costs of those who are unable to successfully pass the Training Program after remedial training. Costs and expenses for any additional trips required by Comcast will be borne by Comcast.  Comcast is not responsible to pay the Training Rate for Train the Trainer sessions.

		2.2.	Length

The length of the initial Training Programs as set forth below will be determined by the type of Services. The Training Program (including duration) may be modified by Comcast with at least thirty (30) days in advance notice to Support.com. Support.com shall have the option of adjusting Training Program Hours by *** without notice to Comcast. Training Program Hours will be deemed to be as set forth in the chart below provided the deviation remains no greater than ***.  Should Support.com require an increase or decrease greater than *** of the Training Program Hours set forth below, Support.com shall notify Comcast in writing and request approval of such modification prior to implementing any such change in the training hours.  The Training Program Hours will be adjusted accordingly.

 

	
Program

	
Training Program Hours

	
Wireless Networking

	
***  

	
 

	
   

 

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		2.3.	Support.com Onboarding Training

It is Support.com’s responsibility to train CSRs on Support.com’s processes and procedures prior to beginning the Training Program (“Onboarding”). Time spent in Onboarding shall not be billed to Comcast.

		2.4.	Continuing Education

Comcast agrees to pay for all preapproved reasonable costs for on-going training and training development for Support.com’s CSRs due to changes to Comcast’s Products or product offerings, policies and procedures (collectively “Continuing Education Training”). Support.com shall provide Comcast an estimate for Continuing Education Training at least thirty (30) days prior to the date Support.com desires to commence such training and receive written approval prior to proceeding with such training.  Comcast shall not be liable for any costs unless Support.com has received such approval.

		2.5.	Remedial Training

Support.com shall be responsible for costs associated with all remedial training directed toward a specific person(s) to reinforce the Training Program (“Remedial Training”). Support.com is responsible for identifying additional educational needs to support the Services and developing a monthly training plan to address such educational needs for such persons.

		2.6.	Attrition Training

Support.com shall be responsible for all costs associated with providing the Training Program to new CSRs or other personnel filling positions due to the reduction or decrease in the total percentage of CSR’s or other personnel providing the Services not due to internal transfers or promotions (“Attrition Training”).

		2.7.	Training to Floor Transition Process

If applicable, Support.com will develop and present a documented training to floor transition process for Comcast review and approval prior to the first New Hire Training.  The process will document the length of transition and the number of teaching assistants supporting the trainer during transition. This process should be shared with Comcast at least fourteen (14) days prior to the New Hire Training class start date.

		2.8.	Up-Training

Up-Training means the training of CSR(s) on additional services or upselling opportunities not then being provided by Support.com or in cases where training needs to occur given new regional specific policies or procedures or billers. Support.com may provide Up-Training as requested by Comcast.  In such cases, Comcast will pay for such Up-Training at the Productive Hourly Rate as set for in Section 3 below.  For any request for Support.com to perform Up-Training, Comcast will make such request, including the training requirements, the required duration of such additional training for each affected CSR, the agenda and the expected date of completion of the Up-Training, to Support.com in writing in the forecast agreed to by the Parties.  Any other uptraining in excess of the forecasted training will be handled through the Change Management process set forth in the Agreement..

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		2.9.	Productive Hours

Comcast shall pay Support.com in arrears for each fiscal calendar month (i.e. July 22- August 21) or part thereof, based on the number of Productive Hours at a “Productive Hourly Rate“ as set forth in Section 3 below.  As used herein, “Productive Hour(s)” means the total number of hours spent in talk time plus hold time plus available time plus wrap up time, onchat time and outbound time.  Notwithstanding anything to the contrary, wrap up time includes all time when the CSR is working on a customer issue.

	3.	Pricing and Fees

		3.1.	Training Rate.

Comcast shall pay Support.com a CSR Training Rate of ***/hour for each CSR or ***/hour for Spanish speaking CSRs.

		3.2.	Productive Hourly Rate.

Comcast shall pay Support.com a Productive Hourly Rate of ***/hour for each CSR or ***/hour for Spanish speaking CSRs.

		3.3.	Limitation on Total Hours.

In no event will Comcast be liable for paying Support.com fees under this Program Description for Training Hours or Productive Hours in excess of the following:

		(i)	*** Training Rate hours; and

		(ii)	*** Productive Hours.

Each party represents to the other that the person signing on its behalf has the legal right and authority to enter into the commitments and obligations set forth herein.

IN WITNESS WHEREOF, the Parties have executed this Program Description as of the Program Description Effective Date.

 

	

COMCAST CABLE COMMUNICATIONS

MANAGEMENT, LLC

	
 

	
 

	
SUPPORT.COM, INC

	
 

	
 

	
 

	
 

	
By:____________________________________________

	
 

	
 

	
By:___________________________________________

	
Print Name:______________________________________

	
 

	
 

	
Print Name:_____________________________________

	Title:___________________________________________			
Title:__________________________________________

	
Date:___________________________________________

			
Date:__________________________________________

	 			
	 			

 

 

5Exhibit 10.1

 

MUTUAL RELEASE

AND SETTLEMENT AGREEMENT

This Mutual Release and Settlement Agreement (hereinafter “Settlement Agreement”) is made and entered into on this 31st day of October 2013 (“Effective Date”), by and among Charles M. Newell, as the Sellers’ Representative, for and on behalf of the former members (the “Former Valent Members”) of Valent Aerostructures, LLC (“Valent”), on the one hand, and LMI Aerospace, Inc. (“Company”), on the other hand. Capitalized terms not defined herein shall have the meaning ascribed to such terms in that certain Membership Interest Purchase Agreement among the Company, Valent and the Former Valent Members dated December 5, 2012 (the “Purchase Agreement”).

RECITALS

WHEREAS, disputes have arisen among the Former Valent Members and the Company regarding their rights and duties to one another, and other issues relating to the operation and management of the Company and Valent, and

WHEREAS, the Former Valent Members and the Company now desire to enter into the transactions, and resolve by agreement all issues between them, as provided herein, and

WHEREAS, nothing in this Agreement shall constitute an admission of liability or fault by the Former Valent Members or the Company;

NOW, THEREFORE, in consideration of the said compromise set forth in, and upon the terms of, this Settlement Agreement, and for other good and valuable consideration, the Former Valent Members and Company, intending to be legally bound, hereto agree as follows:

I.

The Seller’s Representative, for and on behalf of the Former Valent Members, and the Company agree that, for purposes of Section 2.7 of the Purchase Agreement, there exists a Working Capital Deficit in the amount of $1,143,000 and as a result, the Former Valent Members shall pay such amount in cash to the Company at a closing, which shall take place on October 31, 2013 (the “Settlement Closing Date”) at the offices of Polsinelli PC, 100 S. Fourth Street, Suite 1000, St. Louis, MO 63102, or such other time and place as otherwise mutually agreed by the Sellers’ Representative and the Company.

II.

The Sellers’ Representative, for and on behalf of the Former Valent Members, and the Company agree to enter into an amendment to the Escrow Agreement in the form attached hereto as Exhibit A pursuant to which $5 million of the General Escrow Funds shall be released to the Former Valent Members on the Settlement Closing Date and the termination date of the escrow shall be extended to September 30, 2014.

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III.

In connection with the resignation of each of Charles Newell, Henry Newell and Bruce Breckenridge, each affiliates of one or more of the Former Valent Members (the “Member Affiliates”), from the Company and its subsidiaries, the Company shall recognize the service performed by each Member Affiliate with Valent prior to the Company’s acquisition of Valent for purposes of calculating the appropriate amount of severance due to each Member Affiliate under their respective Employment Agreement as more specifically set forth in that certain Resignation and General Release Agreement with each Member Affiliate dated as of the date hereof, and shall retain the Member Affiliates as independent contractor consultants for a period of six (6) months as more specifically set forth in that certain Independent Contractor Agreement with each Member Affiliate dated as of the date hereof.

IV.

Except as set forth in Section V of this Settlement Agreement, and in further consideration of this Settlement Agreement and of the matters above recited, the Sellers’ Representative, for and on behalf of each Former Valent Member, for themselves and their respective heirs, executors, administrative representatives, equity owners, executive officers, directors, affiliates, subsidiaries, related companies, agents, successors and assigns (each a “Former Valent Party”), and Company, for itself and its executors, administrative representatives, executive officers, directors, affiliates, subsidiaries, related companies, successors and assigns (each, a “Company Party” and each Former Valent Party and Company Party, a “Releasor”) hereby agree to

RELEASE AND FOREVER DISCHARGE

each other, their respective equity owners, officers, directors, agents and representatives, and their respective affiliates, subsidiaries and other related companies, of and from any and all of the following (collectively, “Claims”): liabilities, claims, obligations, actions, interests, demands, rights, damages, costs, attorneys’ fees, proceedings, debts, dues, losses, sums of money and anything else, whether known or unknown, absolute or contingent, asserted or unasserted, at law or in equity, which any Releasor had, now has, or may hereafter have, on account of or arising out of any event, action or omission, as well as those consequences thereof that may hereafter develop and those that have already developed or are now apparent, or any other claim whatsoever. Without limiting the generality of the foregoing, the term “Claim” shall include, in the event a Company Party is a Releasor, any Claims set forth in the letter from the Company to the Former Valent Members dated April 12, 2013 specifically: i) the determination of Net Working Capital; and ii) Company's claim as stated in such letter that with respect to the Working Capitakm the Acquired Companies did not conduct their business in the Ordinary Course of Business; and, in the event a Former Valent Party is a Releasor, any Claims for, relating to or otherwise involving the Earnout Payment and the Annualized Earnout Payment (collectively, “Specified Claims”).

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V.

Notwithstanding Section IV of this Settlement Agreement, neither the Sellers’ Representative, for and on behalf of each Former Valent Member, nor the Company, releases or discharges any Claims arising out of (a) the rights, obligations and duties contained in this Agreement, (b) the Purchase Agreement other than the Specified Claims and any other Claims arising out of, relating to or otherwise involving Section 2.6 and/or Section 2.7 of the Purchase Agreement, (c) the Escrow Agreement and any right to receive the funds escrowed pursuant thereto or (d) the continuing ownership of any shares of stock of Company, provided such Claims arise out of or relate to actions occurring after the Effective Date of this Settlement Agreement.

VI.

It is further agreed as part of the consideration of this Settlement Agreement that the amount and terms of the settlement set forth herein, including the Settlement Agreement itself are and shall remain confidential among Former Valent Members, Company and their respective attorneys.  Former Valent Members and Company and their attorneys covenant and agree that they will not publicize or otherwise disclose or disseminate the amount or terms of this settlement, except as required by a Court of competent jurisdiction, to enforce the Settlement Agreement, or to the extent necessary to defend any claim made by or against any Former Valent Members, Company or their attorneys or advisors.  Notwithstanding anything in this Settlement Agreement to the contrary, the Company is hereby permitted, as required by law, to make certain disclosures concerning this Settlement Agreement to auditors, tax and financial advisors, insurers, lenders, the Securities and Exchange Commission, or other governmental entities as required.  It is also recognized that each Former Valent Member will continue to be bound by the terms of all confidentiality, non-competition, and non-solicitation agreements that were entered into in connection with the acquisition of Valent by Company.

VII.

In further consideration of this Settlement Agreement and of the matters above recited, the Sellers’ Representative, for and on behalf of each Former Valent Member, and Company, hereby agree that they will not disparage each other to the public in any forum.

VIII.

In further consideration of this Settlement Agreement and of the matters above recited, the Sellers’ Representative, for and on behalf of each Former Valent Member, and Company, represent and warrant that they have the sole right and exclusive authority to execute this Settlement Agreement and receive the sums specified herein.  Former Valent Members and Company also represent and warrant that they have not sold, assigned, transferred, conveyed or otherwise disposed of any Claims.

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Each of the Sellers’ Representative and the Company acknowledges, agrees, represents and warrants that it has the legal power, authority and ability to enter into and perform this Settlement Agreement and to grant the releases, covenants and other rights granted herein, including, without limitation, on the part of the Sellers’ Representative, the releases on behalf of the Former Valent Members. Without in any way limiting any of the rights and remedies otherwise available, each of the Sellers’ Representative and the Company will indemnify and hold harmless the other party from and against all loss, liability, claim, damage and expense (including costs of investigation and defense and reasonable attorney’s fees) whether or not involving third party claims, arising directly or indirectly from or in connection with the assertion of any Claim against the other party purported to be released pursuant to this Settlement Agreement.

IX.

In the event that any provision of this Settlement Agreement becomes or is declared by a Court of competent jurisdiction to be illegal, unenforceable, or void, this Settlement Agreement shall continue in full force and effect without said provision.

X.

This Settlement Agreement represents the entire agreement and understanding between Former Valent Members and Company regarding the subject matter hereof, and supersedes and replaces any and all prior and contemporaneous agreements, representations, and understandings regarding said subjects.  This Settlement Agreement is executed without any reliance on any promise, warranty, or representations by any party or representative of any party other than those expressly contained in this Settlement Agreement.

XI.

This Settlement Agreement shall be binding upon and inure to the benefit of the executors, administrators, personal representatives, heirs, successors, and assigns of Former Valent Members and Company.

XII.

The parties stipulate that this Settlement Agreement may be executed by facsimile and in one or more counterparts, each of which shall be an original, but which together shall constitute one document.

XIII.

The Former Valent Members and Company acknowledge that this Settlement Agreement is contractual and that each executes it on advice of legal counsel.  Former Valent Members and Company further acknowledge that they have carefully read this Settlement Agreement, know and understand the terms thereof, and fully and voluntarily accept those terms.

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XIV.

This Settlement Agreement shall be construed and interpreted in accordance with the laws of the State of Missouri.

XV.

Former Valent Members and Company acknowledge that they have been represented by legal counsel of their own choosing throughout all phases of the negotiations leading to this Settlement Agreement, agree to pay all of their own legal fees, expenses and costs in connection with the resolution of any and all potential claims and causes of action by and between Former Valent Members and Company and forever waive any claim that they may have to recover those fees, expenses, and costs.  It is expressly understood and agreed that this Settlement Agreement shall be deemed drafted equally by all parties hereto and that the language of all parts of this Settlement Agreement shall be construed as a whole, according to its fair meaning, and any presumption or other principle that the language herein is to be construed against any party shall not apply.

IN WITNESS WHEREOF, the Sellers’ Representative, for and on behalf of each Former Valent Member, and Company, have executed this Settlement Agreement as of the date and year first written above.

		
LMI AEROSPACE, INC.

	
	 		
		
By:

	
/s/ Lawrence E. Dickinson

	
	 			
		
Name:

	
Lawrence E. Dickinson

	
	 			
		
Title:

	
CFO

	

	
 

	
/s/  Charles M. Newell

	
 

	
 

	
Charles M. Newell, as the Sellers’

	
 

	
 

	
Representative, for and on behalf of each

	
 

	
 

	
Former Valent Member

	
 

Each Former Valent Member hereby acknowledges and confirms that the Sellers’ Representative has full power and authority, in its name and on its behalf, to execute, enter into, deliver and perform this Settlement Agreement and consents to and accepts the terms of this Settlement Agreement, including, without limitation, the releases in Sections IV and V of this Settlement Agreement.

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TECH INVESTMENTS, LLC

	
 

	
 

	
 

	
 

	
 

	
 

	
By:

	
/s/Charles M. Newell

	
 

	
 

	
 

	
 

	
 

	
 

	
Name:

	
Charles. M. Newell

	
 

	
 

	
 

	
 

	
 

	
 

	
Title:

	
Managing Partner

	
 

	
 

	
TECH INVESTMENTS II, LLC

	
 

	
 

	
 

	
 

	
 

	
 

	
By:

	
/s/  Henry H. Newell

	
 

	
 

	
 

	
 

	
 

	
 

	
Name:

	
Henry H. Newell

	
 

	
 

	
 

	
 

	
 

	
 

	
Title:

	
Managing Partner

	
 

	
 

	
BRECKENRIDGE HOLDING COMPANY

	
 

	 	 	 	 
		
By:

	
/s/  Bruce R. Breckenridge

	
	 	 	 	 
		
Name:

	
Bruce R. Breckenridge

	
	 	 	 	 
		
Title:

	
President

	

	
 

	
/s/  Perry Pecaut

	
 

	
 

	
Perry Pecaut

	
 

	
 

	
 

	
 

	
 

	
/s/  Mark Deuel

	
 

	
 

	
Mark Deuel

	
 

 

 

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