Document:

Exhibit 10.2

	
Microsoft PO #

	
96430696

	
DealPoint ID #

	 

Statement of Work

("SOW")

Addresses and contacts for notices

	
"Microsoft"

	
"Supplier"

	
Company Name: Microsoft Corporation

	
Company Name: Touchpoint Metrics, Inc.

 DBA MCorp Consulting

	
Primary Contact: Greg Peiker

	
Primary Contact: Michael Hinshaw

	
Address: One Microsoft Way,

 Redmond, WA 98052 - 6399

	
Address: 201 Spear Street, Suite 1100,

 San Francisco, CA 94105

	
Phone number:

	
Phone number: 415-526-2290

	
Fax number:

	
Fax number: 415-526-2650

	
Email:

	
Email: admin@mcorpconsulting.com

	
Secondary Contact: Daniel Roundy

(danround@microsoft.com)

 

	

 Secondary Contact: Jolie Benner (Accounting)

	 	
Microsoft Supplier Number: 2179424

	
SOW Effective Date:

	
August 08, 2014

	
SOW Expiration Date:

	
December 15, 2014

	
DealPoint # for Master Agreement

	
N/A

Agreed and accepted

	
Microsoft

	
Supplier

	
Microsoft  Signature: ANDY LLOYD ERLANDSON

 

	
Supplier  Signature:  MICHAEL HINSHAW

	
Microsoft  Name:

 Andy Lloyd Erlandson

	
Supplier  Name: Michael Hinshaw

	
Microsoft Title:

 Andy Lloyd Erlandson

	
Supplier  Title: President

	
Microsoft Date:

 August 28, 2014 | 17:24 PT

	
Supplier  Date:

 August 27, 2014 | 10:51 PT

 

	
NonTechPM SOW 

June 2012

	
Confidential

	
Page 1 of 5

 

This SOW pursuant to the Microsoft Purchase Order Terms and Conditions is entered into by the parties and effective as of the SOW Effective Date above.

1.        Description of Services

Pursuant to and in conformance with any standards, guidelines and/or specifications which may be provided by Microsoft to Supplier from time to time, Supplier shall  deliver to  and/or  perform for Microsoft the following goods, services and/or other items or materials as a work made for hire (collectively, the "Services").

Supplier will apply its proven approach to and methodological system for Customer Experience Management to assist the Microsoft Information Technology organization (MSIT) and the Connected Customer Experience team (SEA/CCE) to define and improve customer experience for customer interactions with Microsoft (CI @ Microsoft), with a focus on three education customer segments.

Specifically, Supplier will assist MSIT/CCE and CI @ Microsoft to:

	
§

	
Review and provide input to the final research plan, including sample definition and related data requirements

	
§

	
Using online focus groups, conduct qualitative customer research on the journeys for three segments, and codify the resulting perceptions of customer experience;

	
§

	
Conduct quantitative (statistically projectable) customer research with three segments, including in-depth analytics on drivers of engagement/loyalty.

	
§

	
Segments include three of these four persona:

	
o

	
K-12 teachers

	
o

	
K-12 students with focus on middle school and high school

	
o

	
K-12 school/district leaders (e.g., principals, superintendents, instructional technology leaders)

	
o

	
K-12 school/district IT leaders

	
§

	
For all three audiences, within the context of research limitations (e.g. qualitative vs. quantitative) identify relationships strengths and opportunities, as well as gaps between expectations and actual experience at both the Supplier and attribute levels.

Microsoft will be responsible for overall project management, acquisition of all customer/respondent data in required formats, supply of stakeholder research and workshop summary findings and inventories and acquiring, managing and distributing incentives for participants and respondents. Supplier will manage all aspects of focus group and survey development, including moderator guide and online survey design, programming and distribution.

The key activities for each phase of work are as follows:

Phase 1: Immersion - Understand business drivers, concerns, opportunities and issues, and finalize research plan and sampling strategy.

	
§

	
Project Kick-Off, Plan and Scheduling

	
§

	
Review of MS-supplied Interview Summaries, Including Goals and Objectives Articulation

	
§

	
Research Plan and Sampling Strategy review and finalization

 

 

	
NonTechPM SOW 

June 2012

	
Confidential

	
Page 2 of 5

 

 

Phase 2: Qualitative Insights - Gather qualitative, directional insights into customer views of the education journey and related experiences through moderated, online focus groups.

	
§

	
Review Microsoft-created materials including Persona and Supplier Mapping workshop outputs, and Supplier Inventories

	
§

	
Develop Focus Group moderator guide

	
§

	
Online Customer Focus Group Research (3 total, 15 attendees each,45 total)

	
§

	
High-level summary of key themes and insights from research

Phase 3:  Quantitative Insights - Gather statistically projectable insights into customer views of the education journey and related experiences, conducting research to "map" and understand key interactions, Suppliers and emotional aspects of the experience across the customer journey.

	
§

	
Quantitative research completed (2,550 completes, 3 segments defined per research plan, across 4 geographies; min. 95% CL +/- 5% CI at the segment level)

	
§

	
Data analysis (including loyalty driver analysis) and research summary findings and initial recommendations completed

	
§

	
Key Stakeholder Presentation development

Six month access to Supplier Mapping On-Demand (TPM) provided for 5 Users beginning on November 15, 2014 and ending May 14, 2015.

All Services shall be treated as Microsoft Confidential Information unless otherwise designated by Microsoft.

2.        Deliverables/Delivery Schedule

Assuming a start date of no later than August 08, 2014, including delivery from Microsoft of Phase 1 Interview Summaries (incl. Goals and Objectives Articulation) and workshop inventories, Supplier shall complete and deliver all Services to Microsoft on or before December 15, 2014. The milestone delivery schedule for the Services, if applicable, shall be as follows:

	
Milestone #

	
Brief Description of Services to be completed by

Supplier and delivered to Microsoft

	
Due on or

 Before

	
Service Fee

 Due

	
1

	
Phase 1 deliverables including the completion

 sample strategy/research plan

	
08/31/2014

	
$40,000.00

	
2

	
Phase 2 deliverables including completion of

qualitative online focus groups and 1-on-1

 interviews.

	
10/03/2014

	
$49,050.00

	
3

	
Phase 3 deliverables including the completion of

the quantitative web-based research, and access

 granted to Supplier Mapping On-Demand

	
11/14/2014

	
$29,600.00

 

	
NonTechPM SOW 

June 2012

	
Confidential

	
Page 3 of 5

 

3.        Payment

3.1    Services Fees

As complete and final payment for Services which have been completed and delivered by Supplier to Microsoft and which have been accepted by Microsoft, Microsoft shall pay Supplier a Total fee not to exceed service fees and expenses in the amount of One Hundred Eighteen Thousand Six Hundred and Fifty U.S. Dollars ($118,650.00 USD) in accordance with the following terms. The Service Fees for this SOW are a Not to Exceed (NTE) amount based on the Description of Services and may be paid in accordance with the Milestones noted in Section 2 Deliverables/Delivery Schedule. Supplier has taken appropriate steps to understand the project requirements and will deliver the Services at, or below, the NTE cost in Section 3.3 Fee Calculation.

3.2    Expenses

Microsoft shall reimburse Supplier up to Five Thousand US Dollars ($5,000.00 USD) for pre- approved, reasonable and actual travel and travel-related expenses incurred by Supplier in connection with the performance of the Services. All travel expenses hereunder are subject to Microsoft's review and the Microsoft Travel Policy and Supplier must submit appropriate documentation evidencing expenses to be reimbursed.

Microsoft shall reimburse Supplier up to Eleven Thousand Five Hundred US Dollars ($11,500.00 USD) for pre-approved, additional Supplier fees.

3.3    Fee Calculation

For all engagements (Time & Materials and Not to Exceed) the following table is required to capture resource levels associated with the SOW. All Levels and Rates must be in accordance with established Non-Tech PM Rate Cards. Total cost in the table in 3.3 should align to the total cost of Service Fees, as defined in Section 3.1.

	 	
Resource Level

	
Resource

Hourly Bill

 Rate

	
Total

Hours

 Needed

	
Total NTE Cost

	
1

	
Level 1: Analyst

	
$175.00

	
20

	
$3,500.00

	
2

	
Level 2:

 Consultant/Moderator

	
$250.00

	
80

	
$28,000.00

	
3

	
Level 3: Senior

 Consultant/Research Director

	
$325.00

	
122

	
$39,650.00

	
4

	
Level 4: Engagement

Leader/Senior Project

 Manager

	
$475.00

	
100

	
$47,500.00

	
Sub-Total

	
$118,650.00

	
Travel Expenses (if any - see Section 3.2, above )

	
$5,000.00

	
Supplier Fees (if any – see Section 3.2, above)

	
$11,500.00

	
Total

	
$135,150.00

 

 

	
NonTechPM SOW 

June 2012

	
Confidential

	
Page 4 of 5

 Microsoft has utilized industry standard resource level classifications, and pre-negotiated hourly rates to determine NTE (not to exceed) pricing.

4.        Relationship of the Parties

Supplier is responsible for and will pay all wages, fringe benefits, payroll taxes, insurance, work schedules, and work conditions with respect to its employees, contractors or other resources performing Services under this SOW.

Supplier will defend, indemnify, and hold Microsoft harmless from and against any action instituted by Supplier personnel against Microsoft for wages, fringe benefits, other compensation, or similar claims under applicable law; and any claims challenging the Supplier's right to dismiss its personnel.

5.        Privacy and Data Protection

	
(a)

	
"Personal Information" means any information provided by Microsoft or collected by Supplier in connection with this SOW

	
(i)

	
That identifies or can be used to identify, contact, or locate the person to whom such information pertains; or

	
(ii)

	
From which identification or contact information of an individual person can be derived. Personal Information includes, but is not limited to: name, address, phone number, fax number, e-mail address, social security number or other government- issued identifier, and credit card information. Additionally, if any other information (e.g., a personal profile, unique identifier, biometric information, and/or IP address) is associated or combined with Personal Information, then such information is also Personal Information.

	
(b)

	
If Supplier collects or accesses any Personal Information as part of performing the Services, Supplier agrees to comply with all applicable requirements contained at  http://www.microsoft.com/about/companyinformation/procurement/toolkit/requirements.  mspx or as otherwise provided by Microsoft.

6.        Change Management

Unless specifically described otherwise in the SOW, changes to this SOW will be made by mutually executed amendment.

[Remainder of this page is intentionally left blank.]

	
NonTechPM SOW 

June 2012

	
Confidential

	
Page 5 of 5Exhibit A: SOW 1

Exhibit 10.3

EXHIBIT A

Statement of Work (SOW) 2

This Statement of Work ("SOW"), by and between Touchpoint Metrics, Inc. dba MCorp Consulting ("Touchpoint Metrics" or "Company") and NuVision Federal Credit Union ("Client") is effective as of the later date signed below ("SOW Effective Date") and serves as Client's approval for Touchpoint Metrics to begin work on the project (the "Project") outlined in Touchpoint Metrics' July 17 2004 proposal for services titled "NuVision Brand Strategy Proposal" ("Proposal"), which is made part of this SOW by reference, the scope of which is described there and referenced in the following:

	
1.

	
Agreement Name: Services Agreement ("Agreement")

	
2.

	
Agreement Date: August 15, 2014

	
3.

	
Project Name: Brand Strategy and Platform Development

	
4.

	
Project Description: The objective of the engagement is to develop a differentiated NuVision brand to drive member and associate engagement.

	
5.

	
Approvals: The authorized approval source for Client are: Lynn Bowers and Roger Ballard

	
6.

	
Project Start: September 1, 2014

	
7.

	
Consulting Services:

	
(a)

	
Description of Consulting Services. We will articulate a unique brand which ties directly to and supports the NuVision business strategy, and supports member experience strategy. Key high-level activities (described further in the deliverables schedule below) include brand assessment, brand strategy and brand articulation.

	
(b)

	
Client Responsibilities.  In addition to timely response to enquiries and on decision making, company will require adequate access to and time with NuVision Federal Credit Union team members, as well as key personnel to be determined in Phase 1, including availability for participation in remote and onsite interviews and presentations.

	
(c)

	
Deliverables/Delivery Schedule. Touchpoint Metrics shall complete and delivery all services to Client on or before February 15, 2015. The milestone delivery schedule for the Services shall be as follows:

	
Milestone #

	
Deliverables to be Completed

	
Due on or Before

	
1

	
Brand Assessment and Analysis

§Plan and kick-off engagement

§Gather data and analyze existing data and

 secondary research

§Primary member and associate research

 (exploration)

 

	
Oct. 15, 2014

	
2

	
Strategy Development

§Findings and Recommendations (brand

 architecture, strategy and positioning)

§Primary member and associate research

 (validation)

§Articulate brand platform

§Executive and board presentations

§Governance framework

§Establish KPIs

	
Dec. 15, 2014

1

 

Exhibit A: SOW 1

 

 

	
3

	
Brand Articulation

§Competitive Brand Analysis

§Messaging Matrix

§Voice and Expression Guidelines

§Brand Implementation Roadmap

	
Feb 15, 2015

8.                  Deliverables Acceptance. Each deliverable will be deemed accepted by Client unless, within the acceptance period specified in the SOW, Client rejects the deliverable in a written notice to Touchpoint Metrics that specifies in reasonable detail the reason for the rejection. If Client rejects the deliverable, Touchpoint Metrics will use commercially reasonable efforts to: (1) promptly correct the deliverable, or (2) if it is impracticable to promptly correct the deliverable, provide Client with a written plan to correct the deliverable, including a schedule. If Touchpoint Metrics disagrees with Client's rejection of the deliverable, Touchpoint Metrics' project manager will immediately notify Client's project manager and schedule a meeting to discuss and resolve the issue. If the project managers are unable to resolve the issue, then it will be referred to the parties' executives for resolution in accordance with the Agreement.

	
9.

	
Client Materials:

Subject to the confidentiality provisions of the Agreement, Client is responsible for providing at no charge and in a timely manner with all internal resources, records, facilities, equipment, data, information, tools, software, documentation, materials, data, content or other information or resources, as well as access to and timely and accurate responses from personnel, agents, and vendors to all communications from Touchpoint Metrics. Client is responsible for the truth, accuracy, and legality of all content provided to Touchpoint Metrics. Client acknowledges that delays on its part may adversely affect schedules and costs. Client and Client agents and vendors (if any) will provide Touchpoint Metrics at no charge and in a timely manner with all facilities, equipment, data, information, tools, software, documentation, materials, data, content or other information or resources, as well as access to and responses from their personnel, agents, and vendors ("Client Materials") reasonably required by Touchpoint Metrics to provide the Services under this SOW. Client will ensure that it has all rights and consents necessary for Touchpoint Metrics to use such Client Materials. Client understands and acknowledges that Touchpoint Metrics' performance of the Services depends on Client and Client agents and vendors (if any) providing the Client Materials in a timely manner, and that any failure or delay will prevent or delay Touchpoint Metrics' performance of the Services. Client is responsible for and assumes the risk of any problems resulting from the Client Materials.

	
10.

	
Fees, Expenses and Payment Terms:

(d)                Consulting Fees. Total fees for Consulting Services are one hundred and eight four thousand, five hundred and fifty dollars ($184,550.00). Consulting fees will be invoiced to Client by Company and are due and payable according the following schedule:

	
Amount (U.S. dollars)

	
Payment Due by:

	
$  73,820.00

	
Upon execution of this SOW

	
$  36,910.00

	
On completion of Milestone #1

	
$  36,910.00

	
On completion of Milestone #2

	
$  36,910.00

	
On completion of Milestone #3

(e)                Expenses. All out-of-pocket expenses are billed at cost, and will not exceed 15% of project total ($27,500.00) without written approval obtained from Client in advance of these expenses being incurred. Any out-of-pocket expense exceeding $5,000 that are agreed to in advance by Client are subject to a 50% deposit, payable to Touchpoint Metrics prior to ordering the service.

(f)                  Payment Terms. Client agrees to pay all fees and expenses in United States dollars according to the payment schedule above and the Payment Terms set forth in the Services Agreement.

2

Exhibit A: SOW 1

	
11.

	
Statement of Work Term and Termination:

The term of this Statement of Work shall begin on the Effective Date and shall continue in effect until the completion of the Project. This SOW may, after complying with Section 8.7.1 of the Agreement, be terminated by either party if the other party fails to cure a breach of any material provision of this SOW within thirty (30) days after receipt of written notice of such breach. The Company may temporarily cease performance of its obligations during any cure period.

This Statement of Work is entered under and subject and pursuant to the Services Agreement between Touchpoint Metrics and the Client, and is subject to all the terms and conditions of the Agreement. Any capitalized terms not defined in this Statement of Work shall have the meanings ascribed to them in the Agreement. This Statement of Work supplements and incorporates by reference the relevant terms of the Agreement. The parties have executed this Statement of Work on the respective dates set forth below.

	
For the Company

	
Accepted for Client

	
Touchpoint Metrics, Inc.

	
NuVision Federal Credit Union

	 	 	 	 
	 	 	 	 
	 	 	 	 
	
By:

	
MICHAEL HINSHAW

	 	
By:

	
LYNN BOWERS

	 	 	 	 
	
Name: Michael Hinshaw

	 	
Name:

	
Lynn Bowers

	 	 	 	 
	
Title: President/CEO

	 	
Title:

	
Chief Strategic Development Officer

	 	 	 	 
	
201 Spear Street, Suite 1100

	 	
Address:

	
7812 Edinger

	
San Francisco, CA, 94102

	 	 	
Huntington Beach, VA 92647

	 	 	 	 
	
Phone: 1-415-526-2655

	 	
Phone:

	
(714) 375-8223

	 	 	 	 
	
Fax: 1-415-526-2650

	 	
Fax:

	
(714) 375-8694

	 	 	 	 
	
Email: mhinshaw@mcorpconsulting.com

	 	
Email:

	
lbowers@nuvisionfederal.org

	 	 	 	 
	
Date:

	
8/14/14

	 	
Date:

	
8/14/14

3

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