Document:

exh1045.htm

EXHIBIT 10.45

 

SERVICES AGREEMENT

 

This Services Agreement (“Agreement”), effective as of the date accepted (“Effective Date”) is between Touchpoint Metrics, Inc., dba MCorp Consulting (a California corporation), located at 201 Spear Street, Suite 1100, San Francisco, California 94105  (“the Company”), and RedPort International, LLC (a Wisconsin limited liability company), located at 833 Ottawa Trail, Madison, Wisconsin 53711 (“Contractor”). The Company and Contractor agree to the following terms and conditions:

 

General Terms and Conditions

 

	
a.  

	
Form of Relationship: Contractor has one or more Clients to whom Contractor intends to provide the Company’s Services.

 

	
b.  

	
Clients: A Client is any entity to which the Contractor has agreed to provide certain services, and which has agreed with Contractor to have the Company perform Services in support of Contractor performing services for Client.

 

	
c.  

	
Services: During the term of the Agreement, the Company agrees to provide services to Contractor’s Clients which Contractor may authorize by the execution of a Statement of Work (“SOW”) as described in this Agreement.

 

	
d.  

	
Term:  This Agreement will commence on the Effective Date and remain in full force until terminated as provided for herein.

 

	
e.  

	
Standard Billing Rates: The Company’s standard billing rates are outlined below. If not stated otherwise in an SOW governing services provided by the Company, these rates will be in effect for all services provided under this Agreement.

 

	 	
Labor Category

	
Hourly Rate ($)

	 	
Admin/Support Staff

	
$110

	 	
Analyst

	
$225

	 	
Consultant

	
$375

	 	
Project Leader

	
$475

	 	
Partner/Engagement Leader

	
$650

 

	
f.  

	
Out-of-Pocket Expenses: Expenses incurred in the performance of services provided by the Company will be reimbursed by the Contractor within 5 days of reimbursement for those expenses by the Contractor from the Client, unless specifically agreed otherwise in an SOW.  The Company will identify such expenses and support those expenses by evidence (invoices, receipts, or other payment documents).  The following  expenses may in particular be considered eligible for reimbursement under this Agreement:  travel-related expenses for personnel assigned to services, cost of consumables and supplies directly attributable to the services, cost of national and/or international communication (telephone, internet) and postage directly attributable to the services, costs of goods and services purchased specifically for the implementation of the services; costs of production, printing and distribution of materials for workshops, and costs deriving directly from specific requirements of this Agreement.

 

 

 

 

  

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g.  

	
Statements of Work:  Each SOW shall be issued in accordance with the terms of this Agreement, and will contain, where appropriate, the project name, description, budget estimates, payment schedules, billing rates, and provisions for out-of-pocket expenses. All SOWs or other forms of written authorization shall be subject to the terms and conditions set forth in this Agreement. In the event any conditions contained in an SOW conflict with any terms, conditions, or clauses in this Agreement, or there is an ambiguity between the SOW and this Agreement, then the provisions of this Agreement shall govern, unless clearly and specifically stated otherwise in the SOW.

 

	
h.  

	
Timelines: Time is of the essence in completing SOWs on time and on budget. Contractor acknowledges that delays on its part may adversely affect schedules and costs.  Conversely, Company acknowledges that delays on its part may adversely affect schedules, costs and payment timeliness.

 

	
i.  

	
Approvals: Authorized approval sources for Contractor are as set forth in each SOW. Contractor shall review and approve all materials in writing. Contractor’s approval by any tangible medium (e.g. email) will be considered final approval. Once approved, any changes will be subject to revisions as articulated in Section “j” of this Agreement

 

	
j.  

	
Responsibility as to Style and Content: Contractor is responsible for the truth, accuracy, and legality of all content provided to the Company. Contractor shall indemnify, hold harmless, and defend the Company against any and all damages, liabilities, expenses (including attorney’s fees), resulting from any claims, actions, or suits made by a third party as a result of: (a) claims, representations, statements or depictions in materials prepared or submitted by Contractor (“Contractor Materials”); (b) defects in the Contractor’s products or services; (c) allegations that copyright, trademark, patent or other rights of a third party have been infringed or violated by the Company as a result of the Company’s use of Contractor Materials. In any event, the Company shall cease all use of, and return to Contractor, all Contractor Materials immediately upon written request by Contractor for any reason.  Any indemnification obligations of Contractor set forth in this Agreement shall be subject to the following conditions: (i) the Company shall notify Contractor in writing promptly upon learning of any claim or suit for which indemnification is sought; (ii) Contractor shall have control of the defense or settlement; and (iii) the Company shall reasonably cooperate with the defense, at Contractor's expense.

 

	
k.  

	
Responsibility as to Overall Relationship: Subject to Section (n) of this Agreement, Contractor is responsible for providing access to internal resources and records as required to fulfill the terms of this Agreement and each SOW, as well as timely and accurate responses to all communications from the Company. The Company is responsible for meeting defined timelines and budgets, and for fulfilling the expectations of Contractor as defined in this Agreement and approved elements of each SOW.

 

	
l.  

	
Revisions: Any and all changes requested to Approved Materials or an SOW are subject to an Estimate Addendum (“EA”) to the related SOW. EA note requested changes, estimate their cost, and must be mutually agreed in writing by the Company and Contractor in order to continue. Through an approved EA, Contractor will authorize revisions and any additional services to each SOW in advance of any costs being accrued. Services required to complete any additional work beyond the scope of each SOW will be based on the Company’s then current fee schedules, or as specifically stated otherwise in the SOW.

 

 

 

 

  

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m.  

	
Sales Tax: Sales tax will be billed as applicable under California State law.

 

	
n.  

	
Termination: Either party may terminate this Agreement by providing written notice to the other party in the event that the other party has failed to cure a material breach within fifteen (15) days after written notice of such breach by the non-breaching party. Within thirty days of the date of termination of this Agreement, the Company will invoice and be paid for all outstanding fees based on actual time incurred and the Company’s standard billing rates per Section “c” of this Agreement, if not detailed otherwise in the SOW governing the services provided.  Within thirty days of the date of termination of this Agreement, the Company will invoice and be paid for all outstanding out-of-pocket costs incurred.

 

	
o.  

	
License to Use Deliverables: Upon final payment of all fees incurred under this Agreement, the Company grants Contractor’s Client’s a limited, revocable and nonexclusive license to access and make internal use of final deliverables, strategic plans, research findings, report data and recommendations. All deliverables, including but not limited to draft plans, survey instruments, planning methodologies, processes, verbiage (e.g. plan copy), interface design or code (e.g. online survey instruments, source code), and other materials or processes developed or previously owned by the Company and used in the creation of any plans or materials, remain the sole property of the Company. All Company property is protected under applicable federal copyright and trademark laws. Any material or content which Company permits Clients to use is under a grant of this license, and Contractor must retain all copyright and other proprietary notices on the material or content, and contractually obligate Client to do the same.

 

	
p.  

	
Confidentiality: For purposes of this Agreement, “Confidential Information” means information that a party desires to protect against disclosure, which is designated as confidential in writing at the time of disclosure or which, by its context, should reasonably be understood to be confidential. Both Parties to this Agreement acknowledge that Confidential Information includes, but is not limited to, business plans, trade secrets, customer information, methodology and processes, etc., and that Confidential Information may be exchanged by the parties. Therefore, both parties hereby agree to hold all Confidential Information received from the other party in strict confidence, and will strictly control all access to and distribution of any Confidential Information of the other party.

 

Specifically, and without limiting the generality of the foregoing, the Company shall not, without the Contractor's express written permission, reveal or otherwise make available to any person or persons any Confidential Information regarding the Contractor's products, businesses, customers or methods of operation learned by the Company during the term of this Agreement.

 

By the same token, Contractor will not make use of, share, reveal or otherwise make available to any person, persons or entity any confidential, privileged information or trade secrets regarding the Company’s methodologies, processes, products, systems or methods of operation (including but not limited to Customer Experience Mapping, Loyalty Mapping®, Brand Mapping and Touchpoint Mapping®) learned by Contractor during the term of this contract. The provisions of this section will survive termination of this Agreement for a period of ten (10) years.

 

 

 

 

  

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The foregoing prohibition on disclosure of Confidential Information shall not apply to the extent certain Confidential Information is required to be disclosed by the receiving party as a matter of law or by order of a court, provided that the receiving party uses reasonable efforts to provide the disclosing party with prior notice of such obligation to disclose and reasonably assists in obtaining a protective order therefore.

 

	
q.  

	
Governing Law/Jurisdiction: This agreement, in its validity, construction and performance, shall be governed in all respects by the laws of the county of San Francisco, state of California, United States of America.

 

	
r.  

	
Modification: This writing contains the entire agreement of the parties. No representations, understandings or prior agreements were made or relied on by either party, other than those expressly set forth. No agent, employee, or other representative of either party is empowered to alter any of the terms hereof.  Any alteration or modification of this Agreement shall be effective only if completed in writing and signed by an approved signatory of both parties.

 

	
s.  

	
Warranty:  The Company warrants that (i) it has the right to provide the services hereunder, (ii) in providing the services and any deliverables, the Company has not improperly used or misappropriated patent, copyright, trademark, trade secret or other proprietary rights of any third party, (iii) the deliverables will meet the descriptions and requirements set forth in the SOW, and (iv) the Company will perform the services in a good and workmanlike manner.

 

	
t.  

	
Insurance:  The Company shall maintain, at its own expense, sufficient insurance to cover its performance of services hereunder, including but not limited to, workers’ compensation insurance when required by law.

 

	
u.  

	
Counterpart:  This Agreement may be executed in counterparts by the parties and shall become effective when all parties hereunder have executed the Agreement.  Signatures may originally be transmitted by facsimile or email.

 

	
v.  

	
Miscellaneous:  The invalidity or unenforceability of any provision of this Agreement shall not affect the validity or enforceability of any other provision, the remaining provisions being deemed to continue in full force and effect.  Any notice to a party required or permitted hereunder shall be sufficiently given only when provided in writing, and either personally delivered or sent via certified or registered mail or recognized overnight delivery service to the party's address indicated herein.  A failure by either party to enforce any right under this Agreement shall not at any time constitute a waiver of such right or any other right, and shall not modify the rights or obligations of either party under this Agreement.

 

IN WITNESS WHEREOF, the above parties have set their hands and seal this 2nd day of December, 2013.

 

	
For the Company

	  	
Accepted for Contractor

	
Signature

	  	
Signature

	 	 	 
	 	 	 
	 	 	 
	MICHAEL HINSHAW	 	STEPHEN HODGSON
	
Michael Hinshaw, President

	  	
Stephen Hodgson, President

	
December 2, 2013

	  	
 
12/9/2013

	 	 	 
Date

 

 

 

 

 

 

 

 

 

  

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EXHIBIT 10.46

 

 

STATEMENT OF WORK

RPI-002

 

This Statement of Work (“SOW”), by and between Touchpoint Metrics, Inc., dba MCorp Consulting (a California corporation), located at 201 Spear Street, Suite 1100, San Francisco, California 94105  (“the Company”), and RedPort International, LLC (a Wisconsin limited liability company), located at 833 Ottawa Trail, Madison, Wisconsin 53711 (“Contractor”) effective as of the later date signed below (“Effective Date”).

 

This SOW will serve as Contractor’s approval for the Company to begin work on Client Project Goals 1 through 5 and 10 and 11 as outlined in Contractor’s proposal for services to NuVision Federal Credit Union (“Client”) titled “Statement of Work for NuVision Federal Credit Union; Support of Transition to Member Centric Organization” (“Proposal”), key aspects of which are made part of this SOW by reference, the scope of which is described specifically in the following:

 

Project Name:

Brand Alignment and Member Experience Strategy for NuVision Federal Credit Union

 

Project Goals:

The Company will deliver against the following defined goals for the Client:

 

	
1.  

	
Define (and codify) the current member experience, at both the touchpoint and attribute levels, to identify specific strengths as well as gaps between expectations and actual experience;

	
2.  

	
Articulate and increase emotional brand engagement, influencing retention and advocacy – as well as desired financial behaviors - between Client and its members;

	
3.  

	
Provide Client team with common tools, including artifacts such as Journey Maps, and an increased understanding of and functional expertise around the discipline of Customer Experience Management;

	
4.  

	
Identify and assess those interactions and/or touchpoints which are key drivers of member loyalty or dissatisfaction, and the “behind the scenes” people, processes and systems that affect them;

	
5.  

	
Articulate the experience strategy and define the ideal member experience, with a focus on delivering the “right” experiences to the “right” members, at the right times.

 

And in relation to the goals articulated above and in the Project Description below, contribute to:

 

	
10.  

	
Prepare a detailed gap analysis identifying key areas for improvement;

	
11.  

	
Deliver a prioritized series of recommendations in the form of a roadmap/implementation plan organized by projects with timing, sequencing and resources requirements.

 

Project Description:

Working with Contractor, the Company will help Client to define and deliver on the promise of a member-centric strategy. Broadly speaking, the Company will:

	
-  

	
Conduct an in-depth brand and experience assessment;

	
-  

	
Define the emotional connection with, and alignment of, Client’s brand with its model/ideal customers;

	
-  

	
Develop a differentiated customer experience strategy;

	
-  

	
Evaluate Client’s channels, touchpoints and experiences, resulting in the design of the “ideal member experience”;

	
-  

	
Develop a “member experience transformation implementation roadmap.”

 

 

 

 

  

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Phase 1, Immersion (for Member Experience Workstream Only)

	
Task

	
Company Responsibility

	
Contractor and Client Responsibilities

	
1. Assign Project Staff

	
· Assign Company Staff

	
· Assign Project Owner and Program Manager

· Assign Project Administrative Support

· Using ARCI format, define stakeholder roles

	
2. Project Kickoff and scheduling

	
· Participate in process to finalize timing and set goals and objectives

	
· Participate in process to finalize timing and set goals and objectives

	
3. Existing Data Analysis and Secondary Research:

	
· Analysis of existing Client research and current insights from customer and business data

	
· Provide timely access to required data

	
4. Stakeholder Interviews (if further needed)

	
· Identify interviewees

· Jointly conduct interviews to:

o Further define success metrics (KPIs), refine journey map constructs, and develop “Straw model” selection of member segments (based in part on review of value and perceived opportunity) upon which to focus research

o Further understand roles, responsibilities, work methods and key tasks and interactions with other functional areas

	
· Ensure stakeholders are available for interviews

	
5. Research Plan and Sampling Strategy

	
· Develop research plan and sampling strategy

	
· Provide customer counts and confirm audiences

· Review and approve research plan

	
6. Review Research

	
· Review Research with Client Staff

	
· Participate in review session

	
Phase 2, Insights

	
Task

	
Company Responsibility

	
Contractor and Client Responsibilities

	
1. Touchpoint Mapping Workshop (Touchpoint/ Attribute Inventories)

	
· Conduct one day workshop to socialize customer experience among associates

	
· Key customer-facing and support staff to participate in workshop

 

 

 

 

 

  

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2. Segmentation/Data Overlays

	
· Participate in file definition

· Participate in defining “next level” segmentation for NuVision

	
· Provide customer files in required formats to 3rd party

· Approve segments

	
 

3. Qualitative Customer Focus Group Research (3; ~15 participants)

	
· Conduct up to three qualitative online focus groups, with members representative of major retail geo-segments

	
· Recruit members for participation

· Approve guides

· “Listen” as desired

	
 

4. Quantitative Member, Prospect and Employee Research (~1,625 total)

	
· Conduct an online survey for members, non-members and associates, to gather quantitative experience and driver data

	
· Provide customer and employee files

· Append files with segmentation data

· Approve sample plan and survey instruments

	
 

5. Data Analysis, Summarization and Reporting (including systems identification)

	
· Data Analytics and Results Summary including loyalty and brand engagement drivers, touchpoint priority, gaps and opportunities across the member journey;

	
· Review findings

	
 

6. Persona and Journey Map Development

(1 to 3, as dictated by research)

	
· Persona and Journey Map Development (based on psychographic segments): Up to 3 research-driven personas, and up to 3 persona-based journey maps focused on the interactions that drive (or impede) member engagement

	
· Review and provide input

· Approve

	
Phase 3, Strategy

	
Task

	
Company Responsibility

	
Contractor and Client Responsibilities

	
 

1. Business Analysis and Findings

	
· Review of research data (qualitative and quantitative) through the lens of business objectives to inform strategy and design

	
· Review and provide input

 

	
 

2. Brand Alignment

 

	
· Determine the degree to which Client’s current brand is aligned with the emotional needs of Client members, including the identification of any gaps by attribute and segment

	
· Review and provide input

 

	
 

3. Experience Strategy Definition

	
· Articulation of member experience strategy for Client, tied back to brand and business strategy

	
· Review and provide input

Approve

 

 

 

  

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4. Ideation and Refinement Session

	
· Based on final strategies and analysis of business and processes, this is a hands-on working session to deepen understanding of research findings and to validate strategy, “brown-paper” ideal state journey maps and workstreams for design

	
· Participate in working session

	
Phase 4, Design

	
Task

	
Company Responsibility

	
Contractor and Client Responsibilities

	
1. Ideal State Definitions- Member Experience

	
· Leveraging business analysis and final experience strategy – and viewed through the lens of member-centricity best-practice – we explore and articulate “ideal state” experience

	
· Review and provide input

	
2. Experience Design (Encompassing Working Design Session and Service/Process (re)design

	
· Recommendations for improving member experience, including in-depth articulation of experience, based on the greatest strengths and  opportunities by lifecycle stage, jointly reviewed and refined prior to finalization and codification

	
· Participate in Design Session

·  Review and provide input on service design

· Approve

	
3. Journey Mapping (Ideal State)

	
· Visual depiction of ideal attributes, influencers and touchpoints, mapped across the lifecycle by persona, including KPIs for key touchpoints, drivers (of loyalty and desired business behaviors) and journey stages

	
·   Review and provide input

· Approve

	
 

4. Stakeholder Presentation

	
· Executive presentation to key stakeholders

	
· Provide input

· Approve

	
Phase 5, Implementation (for Member Experience Workstream Only)

	
Task

	
Company Responsibility

	
Contractor and Client Responsibilities

	
1. Prioritization Frameworks

	
· Agree on prioritization frameworks (with a focus on effort, impact and cost) to guide implementation planning efforts

	
· Review and provide input

 

	
 

2. Implementation Roadmap Creation

	
· Identify projects, workstreams and key tasks with timelines and dependencies

	
· Review and provide input

 

 

 

 

 

  

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3. Define execution approaches

	
· Provide recommendations for member experience workstream as to the ways of fulfilling the implementation plan

	
· Review and provide input

 

	
 

4. Develop resource requirements

	
· Define key resource gaps, recommend required resources and ways to obtain them

 

	
· Review and provide input

 

 

Engagement Budget:

 

The total budget for this engagement is $139,453.13. This budget is presented as a fixed bid fee to complete the work outlined.  These fees would change only if the scope of work changes, and only if authorized by the Contractor in advance, through a signed Estimate Addendum. Out-of-pocket expenses are not included in the budget, and are accounted for in the “Out-of-Pocket Expenses” section below.

 

Payment Schedule:

Upon the Effective Date, $41,835.94 will be invoiced to Contractor by Company, and will be due upon receipt. At the end of Phase 3 (Strategy), a second invoice for $55,781.25 will be sent. Once the client has formally signed off on the Experience Design, a third invoice for $30,000 will be sent. The fourth and final invoice for the remaining $11,835.94 of the Project Fee Total will be sent upon project completion.  Unless Contractor asserts a good faith dispute in writing to Company, all invoices, except the initial invoice which is due upon receipt, and the third invoice which is due within 5 days of client signing off on the Experience Design, are due within 5 working days of Contractor receiving payment from the Client.

 

Out-of-Pocket Expenses:

 

Travel and Incidental Expenses:  All travel and incidental expenses including copies, color outputs, deliveries, phone, flights, hotels, rental cars, and meals while on site will be entered into the Expensify expense management tool.  Travel and Incidental Expenses will not exceed $5000 without prior approval from the Contractor.  Travel and Incidental Expenses will be billed monthly and will be reimbursed by the Contractor to the Company within 5 working days of Contractor receiving payment from the Client.

 

Other out-of-pocket expenses:  All other expense include (but are not limited to) transcription fees, data overlay fees, focus group platform fees, sample acquisition fees or remuneration will billed directly to the client (either by MCorp or by a 3rd party) and will not exceed $15,000 without prior approval of the Client.  Out-of-pocket expenses exceeding $5,000 that are agreed to in advance by Client are subject to a 50% deposit, payable to the Company prior to ordering the service.

 

Approvals:

The authorized approval source for Contractor is Stephen Hodgson. The current authorized approval sources for Client are Lynn Bowers and Roger Ballard.

 

 

 

  

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Terms and Conditions:

This SOW is entered under and pursuant to the Services Agreement between the Company and the Contractor (“Agreement”) dated December 9, 2013, and is subject to all the terms and conditions of that Agreement.

 

	
For the Company

 

	  	
Accepted for Contractor

	
Signature

 

MICHAEL HINSHAW

	  	
Signature

 

STEPHEN HODGSON

	    Michael Hinshaw, President 
 

 

December 9, 2013

	  	
 
Stephen Hodgson, President

Name, Title

 

12/9/2013

	  	  	
Date

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

  

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