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EXHIBIT 10.43    
  

Portions of this Exhibit marked with "*" have been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for
confidential treatment  

AMENDED AND RESTATED SERVICES AGREEMENT  

        THIS AMENDED AND RESTATED SERVICES AGREEMENT (this "Agreement") is made effective as of April 1, 2002 (the "Effective Date"), between VoiceStream Wireless
Corporation, a Delaware corporation with a principal place of business at 12920 SE 38th Street, Bellevue, WA 98006 ("VSTR"), and STARTEK USA, INC., a Colorado corporation with a principal place
of business at 100 Garfield Street, Denver, CO 80206 ("StarTek"). 

        For
good and valuable consideration, including the mutual covenants contained in this Agreement, VSTR and StarTek (together, the "Parties"
and individually, a "Party") agree as follows: 

        1.    AMENDMENT AND RESTATEMENT. This Agreement amends, restates and supersedes in its entirety that certain Services Agreement,
dated as of June 8, 2001, between VSTR and StarTek (the "Prior Agreement") as of the effective date. Except to the extent otherwise provided herein, this Agreement shall govern the relationship
of the Parties from and after the Effective Date, and the Prior Agreement shall govern the relationship of the Parties prior to the Effective Date. 

        2.    SCOPE OF WORK.

        2.1  Statement of Work.    This Agreement authorizes StarTek to perform the Services described in  Exhibit A-1 entitled "STATEMENT OF
WORK—STANDARD", and Exhibit A-2  entitled "STATEMENT OF WORK—ADVANCED" (collectively, the "Services") and to perform the Services as described in
Exhibit A-3 entitled "STATEMENT OF WORK—OFFLINE" which will be completed at a later date. The Parties acknowledge and agree that the Parties' ability to perform certain
obligations pursuant to this Agreement is conditioned upon the full, proper and timely performance by the other Party of its obligations pursuant to this Agreement. Each Party shall cooperate fully
with the other Party in carrying out the obligations pursuant to this Agreement in a timely and efficient manner and in accordance with the terms hereof. 

        2.2  Performance of Services.    StarTek shall comply in all material respects with all applicable registration and
licensing requirements so as to enable StarTek to perform the Services required under this Agreement. StarTek shall have all necessary rights and licenses to use all software and hardware provided by
it to perform the Services hereunder, and its performance of the S software and hardware in connection therewith will not infringe any trade name copyright, patent, trade secret or other intellectual
property or proprietary right of any third party. 

        3.    INVOICES AND PAYMENT.

        3.1  Form of Invoices.    All invoices for payment shall be submitted  * to VSTR, within * after
*, for payment. Such invoices
shall be in the form set forth as Exhibit B. Any change in the form of invoice shall require the agreement of the Parties. 

        3.2  Supporting Documentation.    All invoices shall be accompanied by the supporting documentation and information
set forth on Exhibit B hereto and delivered in the format of Exhibit B. VSTR may from time
to time request additional information from StarTek that may be derived from such supporting documentation and information. StarTek shall provide such additional information as reasonably requested by
VSTR. In the event that VSTR requests additional information from StarTek that requires material additional programming to produce such information, StarTek shall only be obligated to provide such
additional information within a reasonable time as agreed by StarTek and VSTR, 

 

and at additional cost to VST as provided in A-1 and A-2. All billed production minutes or hours for standard activations must be supported and verifiable by switch reports
including proper use and tracking of all AUX states. 

        3.3  Pricing.    VSTR shall be obligated to pay StarTek for Services pursuant to this Agreement at the prices
provided in Exhibits A-1 and A-2. VSTR further agrees to pay any  *, in connection with the provision, sale,
or use of the Services provided hereunder. 

        3.4  Payment of Invoices.    Except to the extent properly disputed by VSTR as provided in Section 3.5, VSTR
shall pay all invoices within * of receipt. Any amount payable by VSTR to StarTek hereunder that is not paid by VSTR within  * of receipt of invoice shall
bear interest at a rate of *, not to exceed the maximum amount allowed by
law, from the date such amount was due until the date payment is received by StarTek. 

        3.5  Dispute of Invoices.    VSTR may dispute any invoiced amount payable to StarTek by delivering written notice to
StarTek within seven (7) business days of receipt of the invoice. Such notice shall set forth in reasonable detail the amount disputed and the basis and facts upon which VSTR disputes such
amount. If VSTR does not provide notice of dispute as provided above, VSTR shall pay the invoice without prejudice to any rights it may have to later dispute the invoice. If VSTR provides a timely and
proper notice of dispute as provided above, VSTR and StarTek shall resolve such dispute as provided in this Section 3.5. 

        3.5.1    Upon
receipt by StarTek of a timely and proper notice of dispute of an invoice ("Dispute Notice"), the Controller of StarTek shall contact the outsource
manager of VSTR to attempt to resolve such dispute. If such dispute is not resolved within seven (7) business days of receipt by StarTek of the Dispute Notice, the dispute shall be resolved in
accordance with Section 3.5.2 below. 

        3.5.2    If
an invoice dispute has not been resolved in accordance with Section 3.5.1 above, the Chief Financial Officer of StarTek shall contact the
Executive Director of Outsourcing of VSTR to attempt to resolve such dispute. If such dispute is not resolved within ten (10) business days of receipt by StarTek of the Dispute Notice, the
dispute shall be resolved in accordance with Section 3.5.3 below. 

        3.5.3    If
an invoice dispute has not been resolved in accordance with Section 3.5.2 above, the President of StarTek shall contact the Senior Vice
President of Customer Care of VSTR (or his or her designee) to attempt to resolve such dispute. If such dispute is not resolved within fifteen (15) business days of receipt by StarTek of the
Dispute Notice, the dispute shall be resolved in accordance with Section 3.5.4 below. 

        3.5.4    Any
invoice dispute that has not been resolved in accordance with Section 3.5.3 above shall be subject to mandatory binding arbitration conducted
in accordance with the procedures set forth in Exhibit D hereto. 

        3.6  Reimbursement of Expenses.    Subject to VSTR's prior written approval, VSTR shall reimburse StarTek for all
necessary and reasonable travel expenses related to the performance of the Services, including meals, lodging transportation, car rental and incidental expenses. All such expenses shall be supported
by documentation, and shall be in accordance with VSTR's published guidelines delivered to StarTek. 

        3.7  Right of Audit.    StarTek shall keep complete and accurate records and documentation to substantiate the
amounts claimed in any invoice, which records shall be made available to VSTR for audit as set forth below. During StarTek's normal business 

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hours and *, StarTek shall make its records available for audit by VSTR. or any authorized representative of VSTR during the term of this
Agreement, and until * after completion of the Services or earlier termination of this Agreement, whichever occurs first. VSTR shall have a right to
audit the books and records of StarTek as provided in this Section 3.7 no more than *. The Parties shall promptly pay or reimburse the other
Party based upon the results of any audit conducted in accordance with this Section 3.7. Any dispute regarding the results of any audit and amounts subject to payment or reimbursement shall be
resolved in accordance with the procedures and the time periods provided in Sections 3.5.1 through 3.5.4 above. The cost of any audit shall be borne by VSTR, provided however  *. 

        4.    TERM AND TERMINATION.

        4.1  Term.    This Agreement shall commence as of the Effective Date and continue through June 30, 2003,
subject to automatic renewal for additional one year terms unless terminated pursuant to Section 4.2, 4.3 or 4.4 hereof. 

        4.2  Termination for Convenience and by Agreement.    A Party may terminate this Agreement (i) for any reason
or for no reason upon at least * prior written notice to the other Party, or (ii) by agreement with the other Party. 

        4.3  Termination for Breach or Force Majeure.    Either Party may terminate this Agreement immediately upon notice
to the other Party (i) if the other Party materially breaches this Agreement and fails to cure such breach within * of receipt of written notice
of such breach from the non-breaching Party; (ii) if the other Party fails to make any payment required hereunder (which payment has not been disputed pursuant to this Agreement)
when due hereunder following * prior written notice that such payment has not been made; (iii) if the other Party becomes insolvent, invokes as a
debtor any laws relating to the relief of debtors from creditor's rights, or has such laws invoked against it, is the subject of liquidation or termination of business, is adjudicated bankrupt, or is
involved in an assignment for the benefit of its creditors; or (iv) upon the occurrence and after continuance of an event of force majeure, or in other circumstances, as provided in  Exhibits A-1 and A-2. 

        4.4  Assurances.    If VoiceStream or StarTek reasonably believe that an event described in
Section 4.3(iii) above has occurred or is likely to occur in the next *, VoiceStream or StarTek may in writing, demand adequate assurance
of due performance of the obligations of the other hereunder. If StarTek or VSTR fail to deliver adequate written assurances or performance within * of
receipt of the written demand therefore, VSTR or StarTek may, at its option, deem such failure as a repudiation of the Agreement, and, at its option and upon  *, terminate this Agreement by delivery of
written notice to the other. 

        4.5  Effect of Termination.    The expiration or termination of this Agreement shall not relieve or discharge either
Party from any obligation hereunder which survives termination. In the event of any termination, StarTek agrees to cooperate with VoiceStream to effectuate an orderly transition of the business and
will continue to provide Services hereunder pursuant to a schedule mutually agreeable to the parties (which may include a schedule for ramping down services) for a reasonable period of time not to
exceed * from the date of termination. 

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        5.    REPRESENTATIONS AND WARRANTIES.

        5.1  StarTek.    StarTek hereby represents and warrants to VSTR as follows: 

        5.1.1    StarTek
is financially solvent, able to pay its debts and possesses sufficient working capital to provide and complete the Services in accordance with
this Agreement. 

        5.1.2    StarTek
has the experience and skills necessary to perform and provide the Services required under this Agreement. All Services provided by StarTek shall
be performed (i) in a professional manner, commensurate with that which is customary in the industry, (ii) in compliance with all applicable federal, state and local laws, rules,
regulations and ordinances and (iii) in compliance with VSTR's written policies set forth as Exhibit    hereto. StarTek's performance of the Services will not violate any agreement
or obligation between StarTek and any third party. 

        5.1.3    All
information supplied by or on behalf of StarTek shall be accurate and complete in all material respects. 

        5.1.4    StarTek
is in compliance with all applicable federal, state and local laws, rules, regulations and ordinances relating to the Services to be performed by
StarTek for the benefit of VSTR hereunder. StarTek entering into and performing its obligations pursuant to this Agreement will not violate any agreement between StarTek and any third party. 

        5.2  VSTR.    VSTR hereby represents and warrants to StarTek as follows: 

        5.2.1    VSTR
is financially solvent, able to pays its debts and possesses sufficient working capital to pay for the Services to be performed by StarTek
hereunder. 

        5.2.2    VSTR
is in compliance with all applicable federal, state and local laws, rules, regulations and ordinances relating. VSTR entering into and performing
its obligations pursuant to this Agreement will not violate any agreement between VSTR and any third party. 

        5.2.3    All
information supplied by or on behalf of VSTR shall be accurate and complete in all material respects. 

        6.    LIABILITY PROVISIONS.

        6.1  Disclaimer of Warranties.    Unless otherwise expressly provided herein, STARTEK MAKES NO WARRANTY TO VSTR OR
ANY OTHER PERSON OR ENTITY, WHETHER EXPRESS, IMPLIED, OR STATUTORY, AS TO THE DESCRIPTION, QUALITY, MERCHANTABILITY, COMPLETENESS, NONINFRINGEMENT, OR FITNESS FOR ANY PURPOSE OF ANY SERVICE PROVIDED
HEREUNDER OR DESCRIBED HEREIN, OR AS TO ANY OTHER MATTER, ALL OF WHICH WARRANTIES BY STARTEK ARE HEREBY EXCLUDED AND DISCLAIMED. 

        6.2  Indemnification: Limitations on Liability.

        6.2.1    StarTek's Obligations.    StarTek shall indemnify, defend and hold VSTR harmless from and
against any and all third-party claims, liabilities, losses, damages(including attorneys' fees, costs and other litigation expenses), and causes of action relating to (i) a material breach of
this Agreement by StarTek or (ii) bodily injury, death, or personal property damage proximately caused by the negligence or willful misconduct of StarTek in the performance or nonperformance
(where performance is required) by StarTek of its obligations pursuant to this Agreement; 

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provided, however, StarTek shall not be responsible for claims, liabilities, losses, damages, and causes of action to the extent caused by the acts or omissions of VSTR. 

        6.2.2    VSTR's Obligations.    VSTR shall indemnify, defend and hold StarTek harmless from and against
any and all third-party claims, liabilities, losses, damages (including attorneys' fees, costs and other litigation expenses), and causes of action relating to (i) a material breach of this
Agreement by VSTR or (ii) bodily injury, death, or personal property damage proximately caused by the negligence or willful misconduct of VSTR in the performance or nonperformance (where
performance is required) by VSTR of its obligations pursuant to this Agreement; provided, however, VSTR shall not be responsible for claims, liabilities, losses, damages, and causes of action to the
extent caused by the acts or omissions of StarTek. 

        6.2.3    Procedure.    Each Party's indemnification obligations hereunder shall be subject to
(a) receiving written notice of the existence of any action, (b) permitting the indemnifying party, at its option, to control the defense of such action, (c) permitting the
indemnified party to participate in the defense of any action, (at the expense of the indemnifying party)and (d) receiving reasonable cooperation of the indemnified party in the defense
thereof. 

        6.2:4    Limitations.    The indemnification rights of an indemnified party hereunder shall be the
exclusive monetary remedy of the indemnified party with respect to the claims to which such indemnification relates. 

        6.3  Limitation on Liability.    STARTEK SHALL NOT BE LIABLE TO VSTR AND VSTR SHALL NOT BE LIABLE TO STARTEK
(REGARDLESS OF THE FORM OF ACTION OR THE CLAIM (e.g. CONTRACT, WARRANTY, TORT, MALPRACTICE, AND/OR OTHERWISE)) FOR INDIRECT, INCIDENTAL, PUNITIVE, OR CONSEQUENTIAL DAMAGES OR FOR ANY LOSS OF REVENUE,
LOST PROFITS, LOST BUSINESS OPPORTUNITIES, OR FOR ANY FAILURE TO REALIZE SAVINGS OR OTHER BENEFITS, EVEN IF ADVISED OF THE POSSIBILITY OF ANY OF THE FOREGOING; THE AGGREGATE LIABILITY OF STARTEK AND
VSTR RELATING TO OR ARISING FROM THIS AGREEMENT AND FOR ANY AND ALL CAUSES OF ACTION SHALL NOT EXCEED *. THIS SECTION SHALL NOT APPLY TO ANY TORT
LIABILITY BASED ON GROSS NEGLIGENCE OR WILLFUL MISCONDUCT RESULTING IN PHYSICAL DAMAGE TO TANGIBLE PROPERTY OR PERSONAL INJURY OR DEATH OR FOR A BREACH OF THE CONFIDENTIALITY REQUIREMENTS HEREUNDER.
THIS AGREEMENT, AND THIS SECTION IN PARTICULAR, DEFINES A MUTUALLY AGREED UPON ALLOCATION OF RISK, AND THE FEES AND OTHER CONSIDERATION HAVE BEEN SET TO REFLECT SUCH ALLOCATION. 

        7.    INTELLECTUAL PROPERTY/CONFIDENTIALITY.

        7.1.  Ownership) of Materials.    Each Party retains any and all rights to its own previously existing information,
software and/or developments and to its own information, software and/or developments that are created separately from and independent of its activities under the Agreement. Except as specifically set
forth in this Agreement, neither Party obtains rights to information provided by the other solely by its access to or use of the information in performing its obligations or exercising its rights
hereunder. 

        7.2.  Data.    As between VSTR and StarTek, VSTR will own exclusively all data collected as a direct result of the
Services provided hereunder. VSTR shall use the data collected by StarTek in accordance with all applicable law, rules and regulations. 

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        7.3.  No License.    Neither Party is granted any license in intellectual property that is owned or developed by the
other Party. 

        7.4  Confidentiality.    The Parties acknowledge that each may be given access to certain confidential or secret
information and material relating to or owned by the other, including but not limited to financial information, customer lists, information pertaining to VSTR or StarTek customers, files and other
information regarding that Party's business, organization, operations, and plans in the course of the performance under the Agreement. Such information and material shall be the sole and exclusive
property of the provider of such information, and each Party agrees that during the term of the Agreement and for five (5) years thereafter, the receiving Party will not disclose such
confidential or secret information or material, or the terms of the Agreement, to any governmental agency, person, entity, firm, or corporation, or use confidential or secret information or material
except in furtherance of the Agreement, without the express prior written consent of the other Party. This section shall not apply to any information (a) previously known to the receiving Party
free of any obligation to keep it confidential, (b) that has been or which becomes publicly known through no wrongful act of the receiving Party, (c) which is rightfully received from a
third party who is under no obligation of confidence to either Party, (d) which is independently developed by the receiving Party without resort to information which has been disclosed pursuant
to the Agreement or (e) is required to be disclosed in order to comply with applicable laws (including state and federal securities laws applicable to StarTek as a public company) or
administrative process or any governmental or court order; provided, however, that in a circumstance where disclosure is compelled by governmental or court order the Party that is subject to such
compelled disclosure shall give the other Party prompt prior notice of such compelled disclosure so that the other Party may seek to protect such information. The receiving Party shall return the
confidential information to the disclosing Party upon request by the disclosing Party. This Section shall survive termination of the Agreement. 

        8.    GENERAL PROVISIONS.

        8.1  Entire Agreement.    This Agreement, including all Exhibits (including the Offline Exhibit which will be
completed at a later date, the Call Center Emergency Preparedness Plan, Exhibit E, and the Change Management Process, Exhibit F) hereto, which are incorporated herein by this reference,
contains the entire understanding of the Parties with respect to the subject matter hereof, and supersedes all prior agreements and understandings between the Parties. 

        8.2  Assignment.    StarTek acknowledges that the Services to be rendered by StarTek are unique and personal.
Accordingly, StarTek may not assign any of StarTek's rights, including the right to receive payments, or delegate any of StarTek's duties or obligations under this Agreement without the prior written
consent of VSTR. Notwithstanding the foregoing, nothing in the Agreement or Exhibits A-1 or A-2  shall prevent StarTek from subcontracting the Services to
any subsidiary or affiliate. VSTR may assign its rights hereunder upon its sole discretion, subject to StarTek's
verification of assignee's ability to fulfill the financial obligations under this Agreement. This Agreement shall inure to the benefit of and shall be binding upon the permitted successors and
assigns of the Parties. 

        8.3  Publicity.    Except as required by law, including state and federal securities laws applicable to StarTek as a
public company, StarTek will not disclose the existence of this Agreement, or make any disclosure to any third party concerning its business relationship with VSTR, including any press releases,
without the prior written approval of VSTR. 

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        8.4  Governing Law.    This Agreement shall be governed by and construed according to the laws of the State of
Washington, without regard to the conflict of laws or choice of law provisions thereof. 

        8.5  Construction.    This Agreement, together with all Exhibits hereto, represents the wording selected by the
Parties to define their agreement and no rule of strict construction shall apply against either Party. This Agreement is written in, and shall be governed by, the English language. This Agreement may
be translated into one or more languages; provided, however, in the event of any conflict in interpretation between this Agreement and any foreign language translation, the interpretation of this
English version of the Agreement shall prevail. This Agreement (a) represents the entire agreement between the Parties relating to the subject matter of this Agreement, (b) supersedes
and terminates all prior purchase orders, agreements, understandings, representations, and warranties applicable to the subject matter of this Agreement, and (c) may only be amended or modified
by a writing signed by both Parties by their duly authorized representatives (which in the case of VSTR shall be a Vice President or higher). Any waiver pursuant to this Agreement must be in writing
and any waiver of one event shall not be construed as a waiver of subsequent events. Headings used in this Agreement are for reference only and shall not be deemed a part of this Agreement. 

        8.6  Relationship.    The Parties acknowledge and agree that their relationship shall be solely and exclusively that
of independent contractors, and that in no event shall either Party be, claim to be, or be deemed to be an employee, agent, or partner of the other Party by reason of or with respect to this Agreement
or any Services provided pursuant to this Agreement. Without limiting the generality of the foregoing, each Party agrees (a) to conduct itself strictly as an independent contractor pursuant to
this Agreement, and (b) to comply with all applicable laws, rules and regulations, including without limitation all laws, rules and regulations governing payment of federal and state income
taxes, self-employment taxes, estimated taxes, sales, use and service taxes, and all other federal, state, local and foreign taxes of any nature imposed with respect to any obligations
pursuant to this Agreement or payments therefor. VSTR shall have the right to request StarTek to remove any personnel from the VSTR account who has engaged in poor performance, fraud or, breach of
this Agreement. 

        8.7  Non-Solicitation.    Without the prior written consent of the other Party, during the term of this
Agreement-and continuing through the second anniversary of the termination of this Agreement, neither Party shall, and shall ensure that its affiliates do not, directly or indirectly,
solicit or attempt to solicit for employment any persons employed by the other Party who are directly involved in carrying out the obligations of the Parties pursuant to this Agreement. 

        8.8  Notice.    Any
notice or communication required or permitted to be given hereunder [(other than forecasts required to be delivered pursuant  Exhibits A-1 and A-2] shall be
in writing and may be delivered by
hand, deposited with an overnight courier, sent by email, confirmed facsimile (followed by delivery of a copy by US Mail), or mailed by registered or certified mail, return receipt requested, postage
prepaid, in each case to the address of the receiving Party as set forth in this section. Such notice shall be deemed 

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to have been given as of the date it is delivered, mailed, emailed, faxed or sent, whichever is earlier. 

	To StarTek:

StarTek, Inc.

100 Garfield Street

Denver, Colorado 80206

Fax: (303) 388-9970

Attention: Chief Financial Officer	 	StarTek, Inc. 100 Inovation Drive Kingston, Ontario K7K 7E7 Fax: (613) 546-1818

Attention: VoiceStream Operations Manager
	

To VSTR:

Sue Nokes

Sr. Vice President Customer Care

12920 SE 38th Street

Bellevue, WA 98006

Fax:425-378-4920	
 	

 
	With a copy to Sr. Vice President and General Counsel

        8.9  Severability.    If any term or provision of this Agreement or the application thereof to any person or
circumstance, at any time or to any extent, is held invalid, illegal, or unenforceable by a court of competent jurisdiction by reason of any rule of law or public policy, all other conditions and
provisions of this Agreement shall remain in full force and effect so long as the economic or legal substance of the transaction contemplated hereby is not affected in any manner materially adverse to
either Party. Upon such determination that any term or other provision is invalid, illegal, or incapable of being enforced, the Parties hereto shall negotiate in good faith to modify this Agreement so
as to effect the original intent of the Parties as closely as possible in an acceptable manner to the end that the transaction contemplated hereby is fulfilled to the maximum extent possible. 

        8.10 DOJ Agreement.    VoiceStream has entered into an agreement with the Federal Bureau of Investigation and the
Department of Justice that requires parties contracting with VoiceStream to comply with applicable terms. StarTek agrees as follows: 

	(a)
	StarTek
shall not throughout the term of this Agreement or at any time thereafter store subscriber audio or data communications occurring in the U.S.,
or any other subscriber information, including, without limitation, call transactional data, call associated data, call identifying data, subscriber information and subscriber billing records
(collectively, "Subscriber Information") outside of the United States without VoiceStream's prior written consent, which may be withheld for no reason, or any reason, in VoiceStream's sole discretion;

	(b)
	StarTek
will provide VoiceStream within at least thirty (30) days prior written notice of its desire to store Subscriber Information outside the
United States, including description of the communications and/or information, identification of the custodian, identification of the proposed location where the communications and/or information
would be stored; and identification of the factors it considered in seeking to store the communications and/or information outside the United States.

	(c)
	StarTek
will store billing records relating to VoiceStream subscribers for a minimum period of two years; 

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	(d)
	StarTek
will store Subscriber Information in its possession, custody and control if requested by a domestic governmental entity pursuant to
18 U.S.C. § 2703(f);

	(e)
	StarTek
will store Subscriber Information in a manner such that the communications and/or information do not become subject to mandatory destruction
under any foreign laws;

	(f)
	StarTek
will make available in the United States all Subscriber Information that is stored by StarTek or a third party (as permitted under this
Agreement);

	(g)
	StarTek
will not disclose Subscriber Information to any foreign government or entity without first (i) satisfying all applicable U.S. federal,
state and local legal requirements, including receiving appropriate authorization by a domestic U.S. court, or receiving prior written authorization from the U.S. Department of Justice, and
(ii) notifying VoiceStream of the request for such information within five (5) days of its receipt;

	(h)
	StarTek
will protect the confidentiality and security of all lawful U.S. process and the confidentiality and security of Classified Information and
Sensitive Information in accordance with federal and state laws and regulations. 

        8.11 Counterparts.    This Agreement may be executed counterparts, each which shall be an original but all of which
taken together shall constitute one in the same instrument. 

        Executed
as of the Effective Date: 

	STARTEK USA, INC.	 	VOICESTREAM WIRELESS CORPORATION
	

By:	

/s/  WILLIAM E. MEADE      
	
 	

By:	

/s/  SUSAN NOKES      

	

President/CEO
 Name and Title	
 	

 Sue Nokes

Sr. Vice President Customer Care

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   EXHIBIT A-1  

 STATEMENT OF WORK—STANDARD  

        This Statement of Work—Standard is incorporated into that certain Amended and Restated Services Agreement dated effective as of April 1, 2002
(the "Agreement") by this reference. Defined terms used in this Statement of Work shall have the meanings provided in the Agreement, unless expressly defined herein. 

        StarTek
will provide the following services relating to standard inbound activations for VSTR. 

        A.    General.    StarTek will handle Standard Activation calls for VSTR (as described in this  Exhibit A-1 with respect to
Standard Activations, the "Services"). StarTek shall establish a dedicated program (StarTek's dedicated
representatives shall handle only VSTR calls) to perform the Services. 

        B.    Hours of Operation.    Except as otherwise set forth herein, the hours of operation for Standard Activations
will be *. 

        C.    Call Volume and Forecasting.    

        1.    StarTek
will provide Standard Activations utilizing full time equivalents ("FTEs") in accordance with this Statement of Work. An FTE is defined as  * Customer Contact Employee *. 

        2.    VSTR
will regularly prepare and deliver to StarTek the following forecasts for Standard Activations to support the proper planning of the infrastructure required to
support the Standard Activations programs: 

        a.    VSTR
shall deliver a * rolling informational forecast to StarTek on or before the 15th day of each month (the
"*"), which shall contain forecasted * call volumes. 

        b.    VSTR
shall deliver an informational forecast to StarTek no less than 45 days before the 1st day of each month for which the forecast is made (the
"*"), which shall contain a * call volume and AHT forecasts by  * interval. 

        c.    For
purposes of this Statement of Work, the "Final Forecast" shall mean the following: (i) an updated * call volume
and AHT forecasts delivered * prior to the start of the actual *. The  * forecast will vary no more than
* in call volume by *
from the original * forecast. If the final forecast is not delivered in a timely fashion with respect to a particular  *, the appropriate * forecast shall be the Final Forecast for such  *; or (ii) if a * Forecast is delivered in a timely fashion with
respect to a particular  *, the most recent * forecast shall be the Final Forecast for such  *. 

        3.    StarTek
will use * call volume forecasts provided by VSTR as the Final Forecast in accordance with this Agreement. This
process is known as Interval Forecasting. StarTek will schedule the appropriate number of FTEs in * intervals in accordance with the VSTR Final
Forecast. This process is known as Interval Scheduling. StarTek will provide Interval Scheduling plans to VSTR within * after receiving a Final Forecast
from VSTR. These documented plans will illustrate how StarTek plans to meet the DMOQ Service Level. The documented plans will include the number of required FTEs to meet the DMOQ Service Level, the
number of scheduled CCEs, and the * Service Level Objectives. 

        4.    VSTR
and StarTek will cooperatively manage intraday schedule adjustments to manage actual call volumes. 

        5.    VSTR
and StarTek will mutually agree upon and participate in the preparation of other call volume forecasts, as reasonably required for the successful performance of the
Programs. These may include, without limitation, * forecasts. As part of the support structure, StarTek will 

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provide a senior call management-planning specialist who will, among other things, assist VSTR in the development of call volume forecasts. 

        6.    StarTek
will recruit, train, and staff the appropriate number of CCEs to handle the Final Forecast volumes (calls offered) at the DMOQ Service Level  *. If the Final Forecast for a particular * is * or more
of the Final Forecast for the proceeding *, StarTek may add additional staff to service such increase with the consent of VSTR, which consent shall not
be unreasonably withheld. 

        7.    The
forecasts referred to above shall in no way represent a commitment from VSTR to provide volumes to StarTek, except for purposes of amounts payable by VSTR to StarTek
as provided in this Section 7. Amounts payable by VSTR to StarTek hereunder and the DMOQ calculation shall be based on the Final Forecast for a  *; provided, however, VSTR shall pay the greater of
(a) actual FTE minutes handled during such period,
(b) * percent of the minutes set forth in the Final Forecast or (c) the minimum guaranteed minutes as set forth in
Exhibit A-1. 

        8.    All
forecasts required to be provided hereunder shall be delivered in writing no later than 2:00 p.m. PST on the required date to a
point-of-contact designated in writing by StarTek from time to time. All forecasts shall be delivered via e-mail, or if e-mail is not operational, via
facsimile followed by a telephone call, to the e-mail address, facsimile number, and telephone number designated in writing by StarTek from time to time. All forecasts shall be deemed
delivered upon receipt by StarTek. 

        D.    Average Handle Time.    Average Handle Time ("AHT") is defined as the sum of average talk time, hold time while
on a call and after call work. StarTek agrees that the AHT objectives shall be less than or equal to a * for English Standard Activations. The AHT
objective shall he less than or equal to a * for Spanish Activations. The AHT objectives may be changed upon mutual agreement of StarTek and VSTR based
on rolling *trending results. 

        E.    Training.    

        1.    CCEs
will be trained on the VSTR standard new hire training curriculum. Training for the program shall be in accordance with the VSTR New Hire Training Curriculum. Upon  * days written. notice to
StarTek, VSTR may change the VSTR New Hire Training Curriculum and the hours required for delivery. Prior to
completion of training, VSTR will deliver all applicable application IDs. *. StarTek will establish procedures to prevent  *. Any CCE who violates this
policy will be promptly removed from the VSTR account. 

        2.    All
costs and expenses for training and training materials for new CCE's and any initial and program extension training, or changes or modifications to the program or
continuation training that exceeds one * specialist shall be borne by *. New FTEs are defined as FTEs
required in excess of the previous month's FTE requirement, based upon the Final Forecast. *. Training needs to be approved by VSTR in writing no more
than 24 hours following receipt of StarTek's request. 

        3.    All
costs associated with attrition training and VSTR requests for removal of personnel, including, but not limited to, new trainers and any associated materials, shall
be borne by *. If VSTR does not approve the reasonable request of StarTek for additional staff as needed based on the forecast, StarTek shall be
responsible for the volume-related DMOQs for the related * based on the * forecast. 

        4.    If
StarTek is not meeting the quality standards set forth in Section L below and it is determined by both StarTek and VSTR that additional "skill set" training is
required for the StarTek representatives, * will bear the cost of the additional training. 

11

 

        F.    Escalation Procedures.    StarTek shall utilize VSTR-provided escalation processes, as provided by
VSTR, to handle calls beyond the CCE scope of training or for management support of a customer issue. This process will ensure that each call that cannot be handled by the CCE is then handled by the
lead representative and up to the manager before being transferred to VSTR for resolution. If a customer requires management support, a CCE shall transfer the call to a manager and stay with the call
to completion. VSTR shall update all on-line job aides that define the escalation procedures for the program when any changes are made. 

        G.    Telecommunications.    VSTR shall deliver calls to StarTek's network point of entry. International
telecommunications costs to deliver calls to StarTek's Canada locations will be negotiated and managed by StarTek. *

        H.    Customer Care Systems.    StarTek shall be responsible for costs associated with workstations and local area
network (LAN) infrastructure equipped to run the most recent version of the * deployed at the time of the implementation of this Agreement. StarTek is
hereby granted a license for the term of this Agreement to use the * for purposes of performing its obligations under this Agreement. StarTek shall also
provide the building, telecommunications switch for the Interactive Voice Response (IVR) system, remote monitoring application and associated toll free number, Universal Power Supply (UPS), desktop
computers, office supplies, and dedicated workspaces in each call center. * shall be responsible for costs associated with wide area network (WAN)
infrastructure (including, but not limited to, the WAN data connectivity infrastructure, application/database servers, routers, and related peripherals.  * shall also be responsible for software required
to support the *. VSTR will be responsible for the  *, Knowledge Database, and Call Tracking systems required to support the Services performed under this
Agreement. 

        I.    Systems Use and Downtime.    Information given to callers or collected by CCEs will be directly taken from
and/or input into VSTR's systems. In the event that VSTR's systems go down, StarTek shall capture call information on the downtime forms provided by VSTR. StarTek agrees that it shall then input
information from these downtime forms once the system is restored. The quality metrics (error rate) shall apply to the completion of all forms. Periods of time during the day in which occupancy is
lowest will be utilized to perform this function. Turnaround commitment to enter downtime forms into VSTR's systems will be * hours from the time when
VSTR's systems are restored. If call volume does not allow for * turnaround due to call volume meeting at least  * of the forecasted volume, another
* input period shall be granted. Downtime forms will be destroyed or
sent to VSTR, as directed by VSTR, every *. StarTek will assign a special Aspect ACD tracking code to designate when specified representatives are
entering downtime form information into System. VSTR agrees to pay StarTek * for entering downtime information as stated in the Pricing Schedule set
forth in Section V- of this Statement of Work. 

        J.    Overtime.    

        1.    If
the daily call volume will exceed the Final Forecast by more than *, StarTek will so notify VSTR and will recruit
trained CCEs to work overtime to support the call handling. If the Final Forecast is within *, StarTek must recruit CCEs to work overtime to cover the
shortage and *. Any overtime must be authorized by VSTR, in advance. * the overtime rate for all
approved overtime. For any additional staffing required for call volume over * of final forecast must be approved by VSTR in advance. 

        2.    The
recruiting process for overtime shall be deployed as soon as the circumstance affecting the call volume variance is identified. If StarTek identifies the item at
least * before the occurrence, StarTek shall use its commercially reasonable efforts to minimize the financial impact by changing schedules to support
the staffing required. StarTek shall also recruit CCEs to work overtime on a * basis when the * call
volume dictates additional staffing needs to maintain service goals. 

12

 

        3.    Except
as provided above, StarTek shall obtain written authorization from VSTR for any overtime that may be required or incurred for the performance of the Programs. 

        K.    Change Management.    VSTR shall provide StarTek with periodic information that is distributed through its
internal change process, to enable all CCEs to remain current on the latest VSTR promotions and features StarTek is responsible for distributing this information via its internal change process to
CCEs, trainers, team leaders, and lead representatives so that change can be supported in a timely manner. StarTek shall, on a * basis, initiate test
calls to verify CCEs' understanding of the latest change information and to ensure acceptable call quality, as defined in Section L below. StarTek will provide verification of compliance to
VSTR.. StarTek will be responsible for conducting a continuous evaluation of the internal change process with the feedback of VSTR and will provide revised documentation on an as needed basis. 

        L.    Direct Measures of Quality (DMOQs).    

        l.      The
DMOQs for Services performed hereunder shall be as follows: 

	a.
	Service
Level:

	•
	Inbound
Activation Calls: * of the * calls offered shall be
answered within *.

	•
	Actual
call volume that exceeds the Final Forecast by * for any  * interval will not be included in the * DMOQ
calculation for Service Level. 

	b.
	Call
Volume: StarTek shall answer the call volume provided in the Final Forecast.

	c.
	Call
Quality: According to the results from the call quality calibration and observation process, as described below, * or higher.

	d.
	Data
Accuracy: * accuracy rate or better. Data accuracy will be calculated by dividing the total number of erroneous activations by the
total number of activations audited. Activation audits must be a minimum of * of the previous * volume.
These audits must be complete within * of the activation entry. All errors identified shall be fixed appropriately. The computation of data accuracy
shall exclude errors resulting from sources and actions beyond the reasonable control of StarTek. 

        2.    For
the purposes of ensuring Call Quality, StarTek and VSTR shall measure the CCEs' call quality using the following types of observations: 

	a.
	VSTR
observation;

	b.
	VSTR/StarTek
joint observation; and

	c.
	StarTek
minimum of *. 

        3.    An
agreed upon number of VSTR observations and VSTR/StarTek joint observations shall be performed per StarTek call center per  *. The scores for all of these observations will be totaled and an average
* score shall be calculated.
The call quality observation form to be used in this process shall be provided by VSTR. Results shall be used to provide * feedback to CCEs and StarTek
management. The call quality scoring criteria used by StarTek will match that used by VSTR. StarTek must achieve a minimum voice quality score of *. A
minimum of * call monitoring feedback sessions per CCE, * shall be conducted by the CCE's direct supervisor and StarTek's Quality Team. 

        M.    Reports.    StarTek shall provide VSTR with standard call count reports, performance reports, and station
manager detail reports on a * basis * by * for the previous  * by * for the previous *, and  * by the * by *for the
previous  *. The reports shall be in the format and contain the information set forth in
Exhibit C hereto. StarTek shall provide report cards reflecting measurements of the DMOQs and all of the above metrics within * of each  *. VSTR and StarTek
shall mutually agree upon any other 

13

 

reports and the cost associated with the development of those reports. VSTR agrees to follow the change management process defined by StarTek and agreed to by VSTR when requesting changes to reports
or additional information. If VSTR requires material format changes to VoiceStream standard reports, VSTR will be required to compensate StarTek for the development costs, based upon the rate outlined
in the Pricing Schedule set forth in Section V of this Statement of Work and will be estimated by StarTek and approved by VoiceStream prior to invoicing. 

        N.    Monitoring.    VSTR shall have the right, to the extent permitted by law and at no additional expense, to
monitor at any time (either on-site or remotely) customer contact calls to ensure compliance with performance, operational and quality control standards. 

        O.    Holidays.    StarTek shall observe the following holiday schedule for managers, trainers, service specialists
and CCEs. VSTR shall compensate StarTek for holiday rates as identified in the Pricing Schedule set forth in Section V of this Statement of Work for all standard activation agents when
applicable to location where work is performed. 

        New
Year's Day 

        Victoria
Day 

        Canada
Day 

        Labour
Day 

        Thanksgiving
Day 

        Christmas 

        P.    System Downtime; Force Majeure.    

        1.    In
the event StarTek determines that system maintenance is necessary, StarTek will notify VSTR of the need for such maintenance and will obtain the prior written approval
of VSTR to schedule the time and duration of such maintenance. All routine maintenance shall be scheduled during off-system hours. In no event shall interruption of Services for system
maintenance constitute a failure of performance by StarTek if performed in accordance with this Section P. StarTek shall promptly report to VSTR any StarTek system failures, duration and
impact. 

        2.    Except
for VSTR's obligation to make payments for amounts due StarTek, each Party's failure to perform shall be excused where such failure is a result of causes beyond
its reasonable control. Such causes shall include without limitation acts of God, strikes, lockouts, riots, acts of war, epidemics, governmental regulations imposed after the fact, fire, communication
line failures of third parties, vandalism, power failures by third parties, cables cut by third parties, earthquakes, floods or other similar catastrophes, failure of the VSTR system or the Internet
not related to StarTek's actions or inactions, any law, order, regulation, direction, action or request of any governmental entity or court or civil or military authority having jurisdiction over
either of the parties, national emergencies, insurrections, riots, wars, strikes, lock outs, or work stoppages. In the event of failures to perform for  * or more as a result of a force majeure, either
Party may terminate the Agreement by giving written notice to the other Party. Any such notice of
termination shall be effective upon receipt. 

        3.    Notwithstanding
the foregoing or anything in the Agreement to the contrary, StarTek shall take commercially reasonable steps to ensure that the Services shall continue
without interruption due to a StarTek systems failure during the term of the Agreement by implementing *reasonably necessary to provide the Services
with an up-time of * (not including scheduled maintenance), which shall include *. The
components and execution of this disaster recovery plan must be reviewed, updated, and tested quarterly and results reported to VSTR. 

14

 

        Q.    Allocation of Resources.    VSTR acknowledges that upon the occurrence of a force majeure event or in instances
of unusually high demand, demands on StarTek's facilities may exceed such facilities available capacity. In any such instance, StarTek shall, upon written notice to VSTR, be entitled to equitably
prioritize Services and otherwise curtail utilization of its facilities in a manner so that any degradation to the Services provided to VSTR is (unless agreed otherwise by VSTR in writing) no greater
than the level of degradation experienced by StarTek's other customers. Upon the request of VSTR, StarTek shall provide VSTR with reasonable evidence of its compliance with the foregoing. 

        R.    Staffing Requirements.    StarTek agrees that all managers shall be full-time StarTek employees.
Subject to Section E, StarTek will ensure that each person assigned to a function' has the necessary functional and VSTR-related training to successfully perform the function. In
addition, before a function is performed by an individual assigned to that function, StarTek shall verify that the necessary skills have been attained through the use of certification of skills
program StarTek shall also ensure that all persons who interact with the customers maintain their VSTR-related skills through *
certification process. [If VSTR reasonably requests StarTek to remove any personnel performing Services pursuant to
this Agreement, StarTek shall promptly comply with such request, within *.] In support of this process, StarTek will do the following: 

	•
	Team
leaders/supervisors shall go on-line to support customer calls each week for at least *  calls per * to maintain their skills. The remainder of their time
shall be used to support CCE development, and to otherwise
assist StarTek employees to perform the Services.

	•
	Instructional
analysts shall go on-line to support customer calls each * to maintain their
skills.

	•
	Managers,
lead representatives, team leaders/supervisors and trainers must be full-time employees of StarTek and must have completed VSTR
National Standard Curriculum Training.

	•
	Managers
will monitor a minimum of * per CCE per *. 

        S.    Error Rate and Fraud.    The error rate on Standard Activations shall not exceed  *. VSTR error rates will be computed from
data quality reports and VS Reports in the following areas: *
and features and all criteria as specified in the Activation Verification Database, or similar application approved by VSTR. VSTR and StarTek will jointly develop or attain an appropriate application
for measuring data quality. VSTR is responsible for providing StarTek detailed error reports by occurrence within * of occurrence. 

        StarTek
shall implement and enforce procedures to detect fraudulent activity by a StarTek representative. All fraud detected by VSTR *will
be researched within * upon receipt of notification. * management will provide a documented
e-mail including * of employee's action. A tracking spreadsheet will be updated on a * basis
by designated representative of StarTek and sent to * management for reconciling. StarTek will be held liable for any revenue loss due to  * by a
* representative. VSTR holds all rights to remove any representative from the VSTR project. 

        T.    Breach of Service Levels.    

        1.    In
the event that StarTek perform-is any of the Service Level Objectives at Level 3 or greater, as specified in Section U, for a consecutive period of  *, StarTek shall be in breach of this Agreement
and VSTR may terminate this Agreement if StarTek fails to cure the breach after  * days notice to cure. 

        2.    In
the event that StarTek performs any of the Service Level Objectives at Level 1 or 2, as specified in Section U, Chart 1 for a consecutive  * period or longer, StarTek shall be in breach of

15

 

this Agreement. StarTek shall prepare a plan to cure the breach and shall have * from the date of the first date of failure in which to cure the
breach. In the event that StarTek fails to cure the breach within the *period, VSTR may terminate the Agreement for StarTek's breach. 

        U.    Service Level Adjustments.    

Chart
1 

        Service
Level Objectives 

        [* * *] 

Chart 2 Service Credits  

        [* * *] 

        1.    VSTR
shall receive a Service Credit (as set forth in the Service Credits table above} for each * in which the levels of
StarTek's performance fail to meet the Service Level Objectives (as set forth in the Service Credit Level Objectives table above). 

        (a)  The
Service Credit for each * shall be calculated by adding the * for
each Service that fails to meet the applicable Service Credit Level Objective (the "Total Percentage"). The total * payments calculated based on AHT
pursuant to the Pricing Schedule set forth in Section V below ("AHT Revenue"), multiplied by the Total Percentage, shall equal the Service Credit for the  *. In determining whether StarTek has met a
particular Service Credit Level Objective, * during which
actual call volume or minutes is more than *greater than call volume or minute volume in the Final Forecast shall not be considered and StarTek shall
not be entitled to any service credit. Any interval where service level, was not achieved will be subtracted from AHT revenue. 

        (b)  *

        (c)  The
total adjustment based, on- the. above shall. not exceed * of AHT Revenue per month, and shall be deemed
waived by VSTR as it applies to Speed of Answer for each * in which call volume levels exceed by more than  * the call volume levels of the previous
*. 

        2.    StarTek
shall receive a * service premium of * of AHT Revenue if all
service level objectives are achieved and the data accuracy score is * and the voice quality score is *
or better for- the invoiced *. This premium will be calculated and determined as a direct reflection of  * end reports and will not be scrutinized by any
incremental system latencies, process changes, etc. 

        V.    Pricing Schedule.    VSTR shall pay StarTek for Services as provided in the following schedule; provided,
however, that VSTR shall guarantee to StarTek and pay applicable per minute charges for no less-than * (regardless of the actual number of
minutes sent to StarTek: This minimum number of weekly minutes shall not survive any termination of this Agreement. 

        *

16

   EXHIBIT A-2  

 STATEMENT OF WORK—ADVANCED  

        This Statement of Work—Advanced is incorporated into that certain Amended and Restated. Services Agreement dated as of April 1, 2002 (the
"Agreement") by this reference. Defined terms used in this Statement of Work shall have the meanings provided in the Agreement, unless expressly defined herein. 

        StarTek
will provide the following services relating to advanced inbound activations for VSTR. For purposes of this Exhibit A-2  and the Agreement, "Advanced Activations" shall mean calls transferred from
StarTek's internal standard activations queue for advanced type processing according to VoiceStream
training and process documentation.(this includes the following activities, faxes, FTP, etc.). 

        A.    General.    StarTek will handle Advanced Activation calls for VSTR (the "Services"). StarTek shall establish a
dedicated program (StarTek's dedicated representatives shall handle only VSTR calls) to perform the Services. 

        B.    Hours of Operation.    Except as otherwise set forth herein, the hours of operation for Advanced Activations
will be *. 

        C.    Call Volume.    

        1.    StarTek
will provide Advanced Activations utilizing full time equivalents ("FTEs") in accordance with this Statement of Work. An FTE is defined as  * Customer Contact Employee (CCE) *. 

        2.    StarTek
will staff to a VoiceStream approved number of FTE's and will staff according to their own internal call transfer patterns as agreed to by both parties. 

        D.    Average Handle Time.    Average Handle Time ("AHT") is defined as the sum of average talk time, hold time while
on a call and after call work. StarTek agrees that the AHT objectives shall be no greater than * and may be adjusted  * with the mutual consent of both
parties. 

        E.    Training.    

        1.    CCEs
will be trained on the VSTR standard new hire, training curriculum. Training for the program shall be in accordance with the VSTR New Hire Training Curriculum. Upon  * written notice to StarTek, VSTR may
change the VSTR New Hire Training Curriculum and the hours required for delivery. Prior to completion of training,
VSTR will deliver all applicable application IDs. *. StarTek will establish procedures to ensure that *.
Any CCE who violates this policy will be promptly removed from the VSTR account. 

        2.    All
training for new FTEs and any initial and program extension training, or changes or modifications to the program or continuation training that exceeds  * specialist shall be borne by *. New FTEs are defined as FTEs required in excess of the previous  * FTE requirement, based on historical patterns and presented to VS from StarTek. *. Training needs to
be approved by VSTR in writing no more than * following receipt of StarTek's request. All costs associated with attrition training and VSTR requests for
removal of personnel, including, but not limited to, new trainers and any associated materials, shall be borne by *. 

        3.    If
StarTek is not meeting the quality standards set forth in Section L below and * will bear the cost of the
additional training. Additional training shall be initiated as soon as possible, but not later than * from the date VSTR's requests such additional
training. 

        F.    Escalation Procedures.    StarTek shall utilize VSTR-provided escalation processes,, to handle calls
beyond the CCE scope of training or for management support of a customer issue. This process will ensure that each call that cannot be handled by the CCE is then handled by the lead representative 

17

 

and up to the manager before being transferred to VSTR for resolution. If a customer requires management support, a CCE shall transfer the call to a manager and stay with the call to completion. 

        G.    Telecommunications.    VSTR shall deliver calls to StarTek's network point of entry. International
telecommunications costs to deliver calls to StarTek's Canada locations *. 

        H.    Customer Care Systems.    StarTek shall be responsible for costs associated with workstations and local area
network (LAN) infrastructure equipped to run the most recent version of the VSTR * deployed at
the time of the implementation of this Agreement. StarTek shall also provide the building, telecommunications switch for the Interactive Voice Response (IVR) system, remote monitoring application and
associated toll free number, Universal Power Supply (UPS), desktop computers, office supplies, and dedicated workspaces in each call center. 

        I.    Systems Use and Downtime.    Information given to callers or collected by CCEs will be directly taken from
and/or input into VSTR's systems. In the event that VSTR's systems go down, StarTek shall capture call information on the downtime forms provided by VSTR. StarTek agrees that it shall then input
information from these downtime forms once the system is restored. The quality metrics (error rate) shall apply to the completion of all forms. Periods of time during the day in which occupancy is
lowest will be utilized to perform this function. Turnaround commitment to enter downtime forms into VSTR's systems will be * from the time when VSTR's
systems are restored. Downtime forms will be destroyed or sent to VSTR, as directed by VSTR, every *. StarTek will assign a special Aspect ACD tracking
code to designate when specified representatives are entering downtime form information into System. VSTR agrees to pay StarTek the agreed upon * rate
for entering downtime information as stated in the Pricing Schedule set forth in Section V of this Statement of Work. 

        J.    Overtime.    

        1.    Any
overtime must be authorized by VSTR, in advance. VSTR will pay the overtime rate for all approved overtime. 

        2.    The
recruiting process for overtime shall be deployed as soon as the circumstance affecting the call volume variance is identified. If StarTek identifies the item at
least * before the occurrence, StarTek shall use its commercially reasonable efforts to minimize the financial impact by changing schedules to support
the staffing required. StarTek shall also recruit CCEs to work overtime on a * basis when the intra-day call volume dictates additional
staffing needs to maintain service goals. 

        3.    Except
as provided above, StarTek shall obtain written authorization from VSTR for any overtime that may be required or incurred for the performance of the Programs. 

        K.    Change Management.    VSTR shall provide StarTek with periodic information that is distributed through its
internal change process, as defined by StarTek, to enable all CCEs to remain current on the latest VSTR promotions and features. StarTek is responsible for distributing this information consistently
and accurately via its internal change process to CCEs, trainers, team leaders, and lead representatives so that change can be supported in a timely manner. StarTek shall, on a  *, initiate test calls to
verify CCEs' understanding of the latest change information and to ensure acceptable call quality, as defined in
Section L below. StarTek will provide verification of compliance to VSTR. StarTek will be responsible for conducting a continuous evaluation of the internal change process with the feedback of
VSTR and will provide revised documentation on an as needed basis. 

        L.    Direct Measures of Quality (DMOQs).    

        1.    The
DMOQs for Services performed hereunder shall be as follows: 

        a.    Service
Level: 

	•
	Inbound
Activation Calls: * of the * calls offered shall be
answered within *. 

18

 

        b.    Occupancy:
defined as percent of each billed FTE hour spent on approved AUX state VSTR work (total switch hours divided by working approved AUX state hours) StarTek must
maintain a * or better occupancy rate through July 31, 2002 and achieve * or better occupancy
rate August 1, 2002 and moving forward. Post August 2002, the Occupancy goals for Advanced activations may be adjusted * with the mutual
consent of both parties. 

        c.    Call
Quality: According to the results from the call quality calibration and observation process, as described below, * or
higher. 

        2.    For
the purposes of ensuring Call Quality, StarTek and VSTR shall measure the CCEs' call quality using the following types of observations: 

        a.    VSTR
observation 

        b.    VSTR/StarTek
joint observation 

        c.    StarTek
minimum of *

        3.    An
agreed upon number of VSTR observations and VSTR/StarTek joint observations shall be performed per StarTek call center per  *. The scores for all of these observations will be totaled and an average
* score shall be calculated.
The call quality observation form to be used in this process shall be provided by VSTR. Results shall be used to provide both * feedback to CCEs and
StarTek
management. The CCEs direct supervisor and StarTek's quality team shall conduct a minimum of * monitoring feedback sessions per CCE, per  *. 

        M.    Reports.    StarTek shall provide VSTR with standard call count reports, performance reports, and station
manager detail reports on a * by * for the previous *,
and * by the * for the previous *. The reports shall be
in the format and contain the information set forth in Exhibit C hereto. StarTek shall provide report cards reflecting measurements of the DMOQs and all of the above metrics within  * of each
* end. VSTR and StarTek shall mutually agree upon any other reports and the cost associated
with the development of those reports. VSTR agrees to follow the change management process defined by StarTek when requesting changes to reports or additional information. If VSTR requires material
format changes to VSTR standard reports, VSTR will be required to compensate StarTek for the development costs, based upon the rate outlined in the Pricing Schedule set forth in Section V of
this Statement of Work and will be estimated by StarTek and approved by VSTR prior to invoicing. 

        N.    Monitoring.    VSTR shall have the right, to the extent permitted by law and at no additional expense, to
monitor at any time (either on-site or remotely) customer contact calls to ensure compliance with performance, operational and quality control standards. 

        O.    Holidays.    StarTek shall observe the following holiday schedule for managers, trainers, service specialists
and CCEs. * as identified in the Pricing Schedule set forth in Section V of this Statement of Work. 

        New
Year's Day 

        Victoria
Day 

        Canada
Day 

        Labour
Day 

        Thanksgiving
Day 

        Christmas 

19

 

        P.    System Downtime; Force Majeure.    

        1.    In
the event StarTek determines that system maintenance is necessary, StarTek will notify VSTR of the need for such maintenance and will obtain the prior written approval
of VSTR to schedule the time and duration of such maintenance. All routine maintenance shall be scheduled during off system hours. In no event shall interruption of Services for system maintenance
constitute a failure of performance by StarTek if performed in accordance with this Section P. StarTek shall promptly report to VSTR any StarTek system failures, duration and impact. 

        2.    Except
for VSTR's obligation to make payments for amounts due StarTek, each Party's failure to perform shall be excused as a result of causes beyond its reasonable
control. Such causes shall include without limitation acts of God, strikes, lockouts, riots, acts of war, epidemics, governmental regulations imposed after the fact, fire, communication line failures
of third parties, vandalism, power failures by third parties, cables cut by third parties, earthquakes, floods or other similar catastrophes, failure of the VSTR system or the Internet not related to
StarTek's actions or inactions, any law, order, regulation, direction, action or request of any governmental entity or court or civil or military authority having jurisdiction over either of the
parties, national emergencies, insurrections, riots, wars, strikes, lock outs, or work stoppages. In the event of failures to perform for * or more as a
result of a force majeure, either Party may terminate the Agreement by giving written notice to the other Party. Any such notice of termination shall be effective upon receipt. 

        3.    Notwithstanding
the foregoing or anything in the Agreement to the contrary, StarTek shall take commercially reasonable steps to ensure that the Services shall continue
without interruption due to a StarTek systems failure during the term of the Agreement by implementing security features and disaster recovery plans reasonably necessary to provide the Services with
an up-time of * (not including scheduled maintenance), which shall include *. The components
and execution of this disaster recovery plan must be reviewed, updated, and tested quarterly and results reported to VSTR. 

        Q.    Allocation of Resources.    VSTR acknowledges that upon the occurrence of a force majeure event or in instances
of unusually high demand, demands on StarTek's facilities may exceed such facilities available capacity. In any such instance, StarTek shall, upon written notice to VSTR, be entitled to equitably
prioritize Services and otherwise curtail utilization of its facilities in a manner so that any degradation to the Services provided to VSTR is (unless agreed otherwise by VSTR in writing) no greater
than the level of degradation experienced by StarTek's other customers. Upon the request of VSTR, StarTek shall provide VSTR with reasonable evidence of its compliance with the foregoing. 

        R.    Staffing Requirements.    StarTek agrees that all managers shall be full-time StarTek employees.
Subject to Section E, StarTek will use commercially reasonable efforts to ensure that each person assigned to a function has the necessary functional and VSTR-related training to
successfully perform the function. In addition, before a function is performed by an individual assigned to that function, StarTek shall verify that the necessary skills have been attained through the
use of certification of skills program. StarTek
shall also ensure that all persons who interact with the customers maintain their VSTR-related skills through * certification process. If
VSTR reasonably requests StarTek to remove any personnel performing Services pursuant to this Agreement, StarTek shall promptly comply with such request, within  *. In support of this process, StarTek
will do the following: 

	•
	Team
leaders/supervisors shall go on-line to support customer calls each * for at least  * calls per *
(approximately * per  *) to maintain their skills. The remainder of their time shall be used to support CCE development, and to otherwise assist StarTek
employees to perform
the Services. 

20

 

	•
	Instructional
analysts shall go on-line to support customer calls each * to maintain their
skills.

	•
	Managers,
lead representatives, team leaders/supervisors and trainers must be full-tune employees of StarTek and must have completed VSTR
National Standard Curriculum Training.

	•
	Managers
will monitor a minimum of * calls per CCE per *. 

        S.    Error Rate and Fraud.    The error rate on Advanced Activations shall not exceed  * per *. VSTR error rates will be computed from data quality reports and VS Reports in the following
areas: * and features and all criteria as specified in the Activation Verification Database, or similar application approved by VSTR. VSTR and StarTek
will jointly develop or attain an appropriate application for measuring data quality. VSTR is responsible for providing StarTek detailed error reports by occurrence within  * of occurrence. 

        StarTek
shall implement and enforce procedures to detect fraudulent activity by a StarTek representative. All * detected by  *will be researched within * upon receipt of notification. Fraud management will provide a documented
e-mail including *. A tracking spreadsheet will be updated on a * basis by designated
representative of StarTek and sent to * management for reconciling. * will be held liable for any
revenue loss due to fraudulent activity by a * representative. VSTR holds all rights to remove any representative from the VSTR project. 

        T.    Breach of Service Levels.    

        1.    In
the event that StarTek performs any of the Service Level Objectives at Level 3 or greater, as specified in Section U, for a consecutive period of  *, StarTek shall be in breach of this Agreement and
VSTR may terminate this Agreement if StarTek fails to cure the breach after  * days notice to cure. 

        2.    In
the event that StarTek performs any of the Service Level Objectives at Level 1 or 2, as specified in Section U, for a consecutive  * period or longer, StarTek shall be in breach of this Agreement.
StarTek shall prepare a plan to cure the breach and shall have  * in which to cure the breach. In the event that StarTek fails to cure the breach within the * period,
VSTR may terminate the Agreement for StarTek's breach. 

        U.    Service Level Objectives.    

        [* * *] 

        1.    VSTR
shall receive a Service Credit (as set forth in the Service Credit Table above) for each * in which the levels of
StarTek's performance fail to meet the Service Level Objectives (as set forth in the Service Level Objectives Table above). 

        2.    The
Service Credit for each * shall be calculated by adding the *
Adjustment Percentages for each Service that fails to meet the applicable Service Level Objective (the "Total Percentage"). The total * payments
calculated based on billable hours pursuant to the Pricing Schedule set forth in Section V of the Agreement ("AVA Production Revenue"), multiplied by the Total Percentage, shall equal the
Service Credit for the *. 

        3.    *

        4.    The
total adjustment based on the above shall not exceed * per *. 

        5.    Service
premiums will not apply to Advanced Production Revenue. 

        V.    Pricing Schedule.    VSTR shall pay StarTek for * as provided in the following schedule: 

        * 

21

   EXHIBIT B  

 VOICESTREAM INVOICING FORMAT  

        * * *

        [29 pages redacted]

22

 
EXHIBIT C  

 VOICESTREAM REPORT FORMAT  

        * * *

        [29 pages redacted]

23

 
EXHIBIT D  

 ARBITRATION PROCEDURES  

        1.    Any
arbitration shall be initiated by written request for arbitration delivered by the StarTek or VSTR to the other Party. The party referring a dispute to arbitration
shall be referred to herein as the "Referring Party" and the other party shall be referred to herein as the "Non-Referring Party". The Referring Party must provide in the notice a general
description of the dispute, a statement that the dispute is referred to arbitration under this Agreement and the amount of money alleged to be required to compensate the Referring Party. 

        2.    The
Referring Party and the Non-Referring Party shall endeavor to agree promptly on a single arbitrator. If on or before the 10th day following
the notice described above they have not so agreed upon a single arbitrator, the Referring Party and the Non-Referring Party shall, by notice to each other, each designate one arbitrator.
The two arbitrators so designated shall endeavor to designate promptly a third arbitrator. If the two arbitrators have not designed the third arbitrator by the 5th day following the
designation of the second arbitrator, or if a second arbitrator have not been designated by the 5th day following the designation of the first, either party may request the Judicial
Arbiter Group, Inc., ("JAG") (or should such organization be unable to act, such other organization or arbitrator as is mutually agreement to the StarTek and VSTR) to designate the remaining
arbitrator(s). If any arbitrator resigns, becomes incapacitated or otherwise refuses or fails to serve or to continue to serve as an arbitrator, the party(ies) entitled to designate that arbitrator
shall promptly designate a successor. 

        3.    The
arbitration shall be conducted in King County Washington, or such other place as the parties may agree. The hearing shall be commenced within thirty (30) days
of the selection of the final arbitrator. Within thirty (30) days following the closing of the hearing a written award shall be made by the arbitrator(s) and accompanied by findings of fact and
conclusions of law, which shall be contemporaneously delivered to the StarTek and VSTR. 

        4.    The
parties shall be limited to two discovery depositions each of factual witnesses, each such deposition not to exceed four hours. The parties shall be entitled to
submit no more than twenty written interrogatories to the other party, twenty requests for production of documents, and twenty requests for admission. As soon as practicable after the appointment of
the final arbitrator the arbitrator(s) shall set a pre-hearing conference to schedule the completion of discovery, the filing of pre-hearing briefs and such other matters as
may be required for the efficient conduct of the hearing. 

        5.    The
arbitrator shall not be authorized to modify or amend any terms or provisions of this Agreement and shall not make an award in excess of or inconsistent with the
terms of this Agreement. 

        6.    The
final award of the arbitrator will be binding on the Parties and enforceable through entry of a judgment in any court of law having jurisdiction thereof. 

24

 
EXHIBIT E  

 CALL CENTER EMERGENCY PREPAREDNESS

PLAN MANAGEMENT PROCEDURES  

        * * *

        [34 pages redacted]

25

 
EXHIBIT F  

 CHANGE MANAGEMENT PROCESS  

        * * *

        [8 pages redacted]

26

QuickLinks

EXHIBIT 10.43QuickLinks
 -- Click here to rapidly navigate through this document
  

 
 

Exhibit 10.44    
  

 
  AT&T WIRELESS SERVICES
  PROVIDER MASTER SERVICE AGREEMENT    
  

	PROVIDER Legal Name	 	AT&T Wireless Services Inc. ("Company")
	StarTek USA, Inc.	 	AT&T Wireless Services, Inc. d/b/a AT&T Wireless
	

PROVIDER Address	
 	

Company Address
	100 Garfield St, Suite 400

Denver, CO 80206	 	7277 164th Ave NE

Redmond WA 98052
	

PROVIDER Contact	
 	

Company Contact
	Name: David Rosenthal

Title: EVP and CFO

Telephone: 303-399-2400

Fax: 303-388-9970	 	Name: Michael Bainter

Title: Senior Buyer

Telephone: 425-580-8031

Fax: 425-580-8324

Terms and Conditions  

        Company and Provider agree that the following terms and conditions apply. Definitions related to this agreement are listed in Schedule 1 or contained in
the Terms and Conditions. 

        This
Master Service Agreement "StarTek 1" ("MSA") consists of the attached Terms and Conditions, Schedules, Orders, and the Policies and Procedures as of January 1, 2002 (as
defined in Section 1.7) as may be mutually amended by Company and Provider. 

        Provider
desires to provide Teleservices to Company. Company and Provider desire to enter into this MSA to authorize Orders to be issued for Teleservices to be performed by Provider. 

1.    RELATIONSHIP OF THE PARTIES  

        1.1  Authorization.

1.1.1 Company authorizes Provider to perform Teleservices and provide other Work that may be defined in mutually agreed upon Orders. Provider agrees to
perform Work for Company. 

1.1.2 Provider acknowledges that the Company may offer Teleservices directly, and may appoint other Providers, and others who may offer or sell the
Company's Service, and may also sell wireless telephones and related equipment and provide installation, repair or warranty service. 

1.1.3 In performing their duties under this MSA, Provider and the Company must adhere strictly to the highest standards of fair dealing and ethical
business conduct, and each must refrain from any business practice, promotion or advertising which may be injurious to the business of the other. 

        1.2  Nature of Relationship. In all dealings within the scope of this MSA, the parties acknowledge and agree that the
relationship created by this MSA is that of independent contracting parties and is not,
and will not be deemed to be any other relationship, including, without limitation, that of joint venturers, joint employers, or partnership. Provider is not a general agent of Company. 

1.2.1 When providing Teleservices under this MSA, Provider must divulge its legal name and the nature of the relationship between Provider and Company. 

1.2.2 Provider has not paid and will not be required to pay any franchise fee or other fee to be a Provider for Company or to use Company's name or
other intellectual property. This MSA does not create any franchise between the parties. 

1

 

1.2.3 Provider is solely responsible for the control and direction of its Personnel who perform the Work covered by this MSA. Any changes in Personnel
performing Teleservices for Company that are reasonably requested by Company will be made as soon as possible. However, should Provider disagree with Company's request, the parties shall then resort
to the escalation process in section 11.3. Subject to applicable laws, from time to time Company may request and Provider will deliver the names (including corresponding aliases) of Provider's
Personnel for the purpose of monitoring. 

1.2.4 Neither Provider nor its Personnel or agents may be deemed to be Company's employees or agents. Provider and Provider's Personnel must not
represent themselves as Company's employees or agents, or otherwise use any Company identification in any manner, at any time, for any purpose not contemplated by the scope of this MSA. It is
understood that Provider is an independent contractor for all purposes and at all times. Provider is wholly and solely responsible for withholding and payment of all applicable federal, state and
local income and other payroll taxes with respect to its Personnel, including contributions from them as required by law. 

        1.3  Training.

1.3.1 For any Work, Company shall provide, in whatever medium it chooses, a copy of the training materials and methods and procedures necessary for the
training of Provider's owners, officers, and Personnel, involved in fulfilling Provider's obligations under this MSA and any other person or entity who obtains through Provider the right to perform
the Work. Said training shall include training for the prevention and detection of fraud. Company may, at its option, provide a program and materials to train Provider's trainers in Company's
promotional programs. All training, if delivered by Provider, must include and adhere to the content, methods and procedures submitted by Company. Materials provided by Company remain the property of
Company. 

1.3.2 Provider must develop and conduct a program to train its Personnel to perform the Work, with emphasis on high quality accounts receivables
techniques, customer service and skilled telemarketing and sales techniques in accordance with the requirements of each Order. All training is subject to observation and approval by Company. 

1.3.3 Company may, in its sole discretion, permit a mutually agreeable number of Provider's Personnel to attend training classes offered by Company at
no charge. While the training itself is free of charge, Provider is responsible for all expenses associated with Provider's representatives attending such Company training courses. 

1.3.4 Provider certifies that all its Personnel have received initial and promotion-specific training prior to commencement of Work. Provider agrees to
ensure that all its Personnel have received Company product and Service training. Provider must adhere to training delivery requirements as provided in writing by Company including adherence to
operational methods and procedures. Company may monitor the delivery of training. 

1.3.5 Bi-lingual capability includes proficiency in languages and ability to read and write English script and translate into languages
during customer contact. Language requirements are specified in Orders. Provider must ensure that its Personnel speak languages(s) required by Company for specific programs fluently, easily and with
proper grammar and pronunciation. 

1.3.6 Provider is fully responsible for the conduct and sales techniques of its Personnel. All rights, obligations, and responsibilities relating to
Provider's Personnel are those of Provider. Provider must ensure that all Personnel involved in sales or service attend regular training courses required by Company regarding the sale of and changes
to the Service. Provider must ensure that only those Personnel who have been trained on a specific aspect of Service or piece of equipment sell that particular Service or equipment unless otherwise
mutually agreed to in writing. 

2

 

        1.4  Confidentiality.

1.4.1 Both parties acknowledge that they may be in receipt of certain confidential proprietary information relating to each other, including without
limitation, lists of Subscribers, financial and business information, including commission structures, technical information and other information not generally known to the public, including the
terms of this MSA (collectively, "Confidential Information"). Provider agrees that information related to Company's subscribers, in whatever form, constitutes Confidential Information of Company. Both
parties acknowledge that any Confidential Information that has been disclosed by one to the other has been disclosed solely for the performance of the duties under the MSA. Both parties agree that all
Confidential Information is the exclusive
property of the disclosing party. Both parties further acknowledge that the disclosure or improper use of Confidential Information would irreparably injure the disclosing party and that Confidential
Information is a trade secret of the disclosing party. 

1.4.2 Confidential Information shall not include information which is or becomes through no fault of the receiving party part of the public domain;
which was already known to the receiving party at the time of disclosure as evidenced by written documents; which is independently developed by the receiving party without reference to or use of any
Confidential Information received from the other party; which is lawfully obtained by the receiving party from a third party outside of this MSA, which third party also lawfully obtained the
Confidential Information; or which is disclosed pursuant to law, judicial order or government regulation so long as the receiving party immediately notifies the other party prior to disclosure. 

1.4.3 Both parties agree that, during and after the term of the MSA, for a period of five (5) years, neither party, nor any employee, affiliate,
or other person or entity otherwise connected with either party, will directly or indirectly, without the prior written consent of the disclosing party, divulge, use, sell, exchange, give away or
transfer any Confidential Information of the disclosing party. Both parties further agree that they will advise their employees of these restrictions and will use reasonable efforts to prevent the
disclosure or the improper use of Confidential Information by any current or former employees. Each party agrees not to publicize or disclose the terms of this MSA to any third party without the prior
written consent of the other, except as may be required by law. 

1.4.4 Both parties agree that the following all constitute Confidential Information of the disclosing party: any idea, data, program, technical,
business or other intangible information, however conveyed, and any document, print, tape, disk, tool or other tangible information-conveying or performance-aiding article owned or controlled by the
disclosing party, and provided to the receiving party under or in contemplation of this MSA. 

1.4.5 Both parties agree to promptly destroy or surrender, as the disclosing party directs, any or all Confidential Information. 

1.4.6 If the receiving party is served with any form of process to obtain any Confidential Information of the disclosing party, the receiving party must
immediately notify the disclosing party's representative identified in Section 13 NOTICES of this Master Services Agreement. 

        1.5  Compliance with Laws. Each party must comply at its own expense with the
following, as applicable: 

	a)
	All
federal, state, local and foreign laws, ordinances, regulations and codes including those relating to telemarketing activities and benefit plan administration and including the
identification and
procurement of required permits, certificates, licenses, insurance, approvals and inspections performed under this MSA. 
	b)
	All
FCC rules, regulations and tariffs. 
	c)
	The
Federal Trade Commission Telemarketing Sales Rule, 16 CFR 310, including without limitation, Provider's obligation to refrain from abusive telemarketing practices, to make all 

3

 

required
disclosures as set forth in 16 CFR 310.4, and to maintain accurate and complete records of Provider's telemarketing activities relating to Company and otherwise, as set forth in 16 CFR
310.5. 

        1.6  Changes in Law. If any existing law or regulation is changed or if any new law or regulation is enacted that affects the
Work provided under this MSA, Provider and/or Company may modify this MSA to the extent reasonably necessary to ensure that such Work will be in full compliance with such laws and regulations. If such
change results in a material change in the applicable Order, Provider and Company will utilize the Change Management process outlined in Section 1.8. 

        1.7  Compliance with Policies and Procedures. Company and Provider agree to comply with all applicable policies and procedures
which may be found in Company's CCNet system, and/or as may provided by Company's Vendor Management team ("Policies and Procedures"). Any portion of a Policy or Procedure that relates to discipline or
management of Company's employees shall not apply to Provider. Provider's failure to comply with any Policies and Procedures, which are regularly complied with by Company, may subject Provider to
monetary or other penalties as detailed in the particular Policy or Procedure. Company agrees to send written notice to Provider of any new Policies and Procedures issued by the Company or of any
changes to existing Policies and Procedures. If Provider has access to CCNet, Company may provide written notice by posting new Policies or Procedures or changes to existing Policies and Procedures in
CCNet. If Provider determines that a new Policy or Procedure or a change to an existing Policy or Procedure materially changes the terms and conditions of this MSA or any Order(s), then Company and
Provider shall utilize the Change Management Process below. 

        1.8  Change Management Process

        Company
may at any time during the term of the MSA or any Order require new Policies and Procedures or require additions, deletions or alterations") to an existing Policy or Procedure or
other work (all hereinafter referred to as a "Change"). Within ten (10) business days after a written request for a Change, Provider shall submit a response to Company which shall detail
the reasons Provider believes it cannot comply with the Change as presented and shall include any changes in Provider's costs or in the delivery or Work schedule necessitated by the Change. Company
shall, within ten (10) business days of receipt of the response either (i) agree with Provider's response, in which case the parties shall amend the Policy or Procedure or the
Order accordingly or excuse Provider, in writing, from complying with the particular Policy or Procedure at issue, or (ii) disagree with Provider's response; in which case the parties shall
utilize Section 11.4 Escalation and/or Section 11.5 Non-binding
Mediation. No Change shall be considered or implemented, nor shall Provider be entitled to any compensation for work done pursuant to or in contemplation of a Change, until the parties have resolved
the Change pursuant to steps (i) or (ii) above. Provider fails to challenge the Change under this section. 

2.    DUTIES AND RESPONSIBILITIES OF PROVIDER  

        2.1  General. Provider must faithfully, honestly and diligently perform its obligations under this MSA, and, in providing
Teleservices, must use its reasonable efforts to promote and enhance the use of Service provided by or through Company. Provider will take no action inconsistent with the provisions of this MSA and,
pursuant to the terms of any Order, in providing Teleservices, must support the Company's efforts in providing Service to Subscribers. In providing Teleservices, Provider must provide timely,
courteous and efficient service to Subscribers and must be governed in all dealings with members of the public by the highest standards of honesty, integrity, ethical conduct and fair dealing. In
providing Teleservices Provider must refrain from any business practice, promotion or advertising that may be injurious to the business of Company. Neither Provider nor any affiliate may be a reseller
of Company's Service. 

4

   
        2.2  Provider's Representations and Warranties:

2.2.1 Provider will comply with all applicable local, state and federal laws, statutes, orders, ordinances and regulations relating to performance of
the Work, including compliance with all requirements of Section 6, 7 and 12 of the Fair Labor Standards Act of 1938, as amended from time to time and with all regulations and orders issued
under Section 14 of the administrator of the Wage and Hour Division as amended from time to time. On request, Provider shall furnish Company with certificates of compliance with all such laws,
orders and regulations. 

2.2.2 In furtherance of Company's commitment to workplace diversity as an equal opportunity employer, Provider will, while performing the Work and at
all other times while on Company property or conducting any Company related business, comply with all applicable local, state and federal laws, including specifically all laws prohibiting harassment
or discrimination of any kind in the workplace. 

2.2.3 Provider is not a party to any existing union contract that purports to obligate Company to the union, either as a successor or assignee of
Provider, or in any other way. 

2.2.4 Provider Works, and the exercise by Company of its rights hereunder with respect to the Provider Works will not infringe upon, violate or
misappropriate any patent, copyright, trade secret, trademark, contract or other right or interest of any third party. 

2.2.5 Provider's execution, delivery and performance of this MSA will not violate any employment, nondisclosure, confidentiality, consulting or other
agreement to which Provider is a party or by which it may be bound. 

        2.3  Solicitation and Enrollment. Provider will assist Company's efforts to prevent fraudulent or abusive use of Company's
Service and will, subject to Sections 1.7 and 1.8, comply with all fraud prevention Policies and Procedures issued by Company from time to time. 

        2.4  Regulatory Matters. In accordance with Section 1.6, this MSA is subject to (i) changes or modifications to
comply with, and (ii) any necessary approvals of, local, state and federal regulatory
agencies having jurisdiction over the offering or provision of Service or Provider's activities in connection therewith. Company may add, delete, suspend or modify the rates for, or features included
in, Service, and determine whether such changes apply to both existing or future Subscribers, and will notify Provider, through a revised Policy or Procedure, as soon as practicable of each such
modification. Provider may not take any action inconsistent with any efforts by the Company before regulatory authorities or others regarding any modification of rates for Service. 

        2.5  Exclusivity. Provider agrees that if it performs Teleservices for a Competitive Service Entity, it will perform Company's
Work according to the following conditions: 

	a)
	In
centers where the Teleservices performed for Company are physically separate from Teleservices performed for Competitive Service Entities.

	b)
	With
separate management structures for Company Work and Competitive Service Entities.

	c)
	Physically
segment Company's Confidential Information from other clients' confidential data. 

2.5.1 Provider's Personnel who are involved in Teleservices Work for Company must not be used to "jump start" telemarketing programs for Competitive
Service Entities for a minimum of 6 months following their completion of Work covered by this MSA. Notwithstanding the foregoing, the "jump start" restriction shall not apply if
(i) Company requests removal of a Provider employee providing Work under an Order, (ii) a sustained decrease in Company's volumes occurs which necessitates a decrease in headcount, or
(iii) the parties mutually agree otherwise in writing. 

        2.6  Account Manager. Provider must designate a National Account Manager for each Order executed under this MSA. The National
Account Manager must be equipped with a cellular phone at Provider's expense. 

5

 

2.6.1 Responsibilities & Duties. The National Account Manager is responsible for the following: 

	a)
	be
accessible to manage Provider's performance under this MSA; 
	b)
	insure
that Teleservices are performed in accordance with this MSA and the applicable Order; 
	c)
	serve
as the single point of contact throughout the term of the Order; 
	d)
	while
at Company's facilities, the National Account Manager must wear designated identification at all times and comply with all Company regulations; 
	e)
	meet
with Company Vendor Managers for formal business reviews quarterly or as requested by either Company or Provider. 

        2.7  Suspected/Actual Fraud. Provider's Director of Corporate Security is responsible for communicating with Company's
Business Security Department in the event external or internal fraudulent activity at a Provider's Call Center is suspected or detected by Provider. Company's Business Security Department is
responsible for communicating with Provider's Director of Corporate Security in the event external fraudulent activity or internal fraudulent activity at Providers call center is suspected or detected
by Company. Internal fraud is defined as fraudulent activity that occurs with the active and knowing participation of a Provider employee. In the event internal fraud is suspected or detected, Company
and Provider agree to the following process: 

2.7.1 The Provider's Director of Corporate Security must contact Company's Vendor Manager and appropriate security officer to inform them of the
activity (whether suspected or actual). In addition, Company's security officer will, within two (2) business days, notify Provider's Director of Corporate Security of any suspected
external or internal fraudulent activity at Provider's Call Center and provide all documentation necessary for Provider's Director of Corporate Security to investigate each such suspected fraudulent
activity ("Notification"). 

2.7.2 Within 2 weeks of the Notification Provider must submit a written report to Company documenting the progress of the investigation into the
suspected or actual fraudulent activity. 

2.7.3 If the fraudulent activity is within Provider's organization, within 4 weeks of the Notification, Provider must submit to Company's security
officer the resolution of the incident, or a correction plan for Company's approval. Said correction plan will include any recommendations which should be taken by Company to alleviate the fraudulent
activity from occurring at Provider's Call Center, and may include a request for reports and/or systems access to enable Provider to detect and or prevent such fraudulent activity from occurring in
the future. 

2.7.4 Provider has 30 days following the Company's security officer's written approval of the correction plan to execute the plan. If, after
30 days, the specific, internal fraudulent activity at issue at Provider's Call Center which was the subject of the Notification continues to occur, and Company has complied with all reasonable
requests contained in the correction plan, then Provider will be subject to continuous performance default as described in the Order. 

2.7.5 If the specific fraudulent incident at issue should have been reasonably detected by Provider, then Provider is liable for all proven, direct
damages suffered by Company as a result of the specific incident at issue as a result of the fraudulent activity. Direct damages may include but is not limited to equipment costs, sales commissions,
shipping charges, toll charges, and reimbursement for unauthorized credits, but shall not include Company's investigation costs or consequential damages. 

2.7.6 During any investigation, the Provider's Director of Corporate Security or his designee must be available to meet with Company's security
representatives on a weekly basis until the matter has been resolved to Company's satisfaction. Provider, through the Provider's Director of Corporate Security, must comply with Company's requests for
information regarding an ongoing investigation or provide a deliverable date within two business days. 

3.    STATEMENT OF WORK. During the term of this MSA, Company may authorize Provider to perform Work for Company as specified in Orders
mutually agreed to by the parties. Provider will 

6

 

perform the Work in accordance with the terms of the Order and this MSA. Absent a valid Order, Provider is not obligated to perform Work for Company and Company is not obligated to compensate
Provider, unless the parties mutually agree otherwise, in writing. 

        3.1  Provider agrees to perform all Work specified in the Orders in accordance with the terms and conditions therein and meet
all interim deadlines as agreed by the parties. The Work must be performed to the reasonable satisfaction of Company and in accordance with the standards set forth in this MSA and the applicable
Order. In return for the Work performed by Provider, Provider is compensated at the rates set forth in each Order. 

        3.2  To be valid, all Orders must be in writing and contain the information set out below. 

	a)
	The
incorporation, by reference, of this MSA; 
	b)
	A
description of the work to be performed by Provider; 
	c)
	A
description of the materials to be delivered by Company; 
	d)
	Time
periods or other such schedules for the performance of the Work; 
	e)
	Quality
or performance metrics; 
	f)
	The
compensation provisions and schedule of payments; 
	g)
	The
appropriate signatures of the authorized representatives of Company and Provider; 
	h)
	Reports
to be furnished by Provider to Company; 
	i)
	Forecasting
process; 
	j)
	Training;

	k)
	Systems
and telecommunications requirements; and 
	l)
	Any
other applicable terms. 

        3.3  Orders constitute the only authorization for Provider to take any action or expend any money on behalf of Company, unless
otherwise agreed to in writing by the parties. Provider acknowledges and agrees that Work cannot begin unless and until an authorized representative of each of the parties properly executes an Order
or unless the parties mutually agree otherwise in writing. The terms and conditions of this MSA apply to all Orders and other written agreements executed under this MSA. Upon the expiration of the
term stated in the Order or written agreement, and unless otherwise stated in each Order or written agreement, the Order or written agreement continues in effect on a
month-to-month basis until terminated with 30 days written notice. 

        3.4  In addition to the other obligations set forth in this MSA (including without limitation Company's payment obligations),
Company will furnish Provider with any information relevant to the Work to be performed under this MSA. Any information produced by Company to Provider in this regard is Confidential Information as
defined in Section 1.4 of this MSA. Upon expiration or upon termination of this MSA, Provider must return to Company all information furnished by Company or Company Specific Work Product
developed by Provider on Company's behalf. 

        3.5  Company and Provider agree to meet with each other as needed and at their own expense to discuss planning and review
progress of the Work described in this MSA. 

4.    COMPENSATION  

        4.1  Payment/Compensation. Subject to the terms of this MSA and the Order, Company will compensate Provider in accordance with
the amounts set forth in each Order, which amounts (with the exception of
pass through expenses) shall be fixed for the term of the applicable Order, unless otherwise mutually agreed upon by the parties in writing. Each Order contains the full payment provisions to Provider
for the performance of Work under this MSA. 

        4.2  Compensation. Provider earns compensation in accordance with the amounts set out in each Order. Payment shall be
considered credited to Company's account when received by Provider. Provider will file all reports and pay all fees, government assessments and taxes applicable to Provider's 

7

 

business when due. Any Provider employment related taxes shall be paid by Provider. Company will file all reports and pay all fees, government assessments and taxes applicable to the Work when due.
Compensation will be paid by Company or credited to Provider as follows: 

4.2.1 Within 45 days after receipt of an accurate original or revised invoice, which will include all applicable backup documentation reasonably
necessary to verify the charges, from Provider. 

5.    INFRASTRUCTURE FOR TELESERVICES  

        5.1  Provider is responsible for all costs associated with providing and maintaining the following equipment: 

	(a)
	One
desktop PC for each of its Personnel configured to Company's specifications, including maintenance, upgrades and the wiring; 
	(b)
	building,
including dedicated workspaces and office supplies; 
	(c)
	telecommunications
switch; and 
	(d)
	One
Universal Power Supply (UPS) for each desktop PC. 

        5.2  Company is responsible for all costs associated with workstation infrastructure which may include, but is not limited to,
the following: 

	(a)
	network
(T1's); 
	(b)
	servers;

	(c)
	routers;

	(d)
	hubs;

	(e)
	Data
Service Units (DSUs); and 
	(f)
	network
information servers. 

        5.3  Ownership. Provider owns all equipment supplied by Provider and Company owns all equipment supplied by Company,
regardless of its location. Company agrees to add capacity to the infrastructure as required to support the dedicated environment. This infrastructure includes all components required to access these
systems up to the desktop computers utilized by Provider's Personnel. 

8

   
        5.4  Access Codes. Provider must request from Company confidential individual codes allowing access to Company systems ("User
IDs") for personnel requiring such access. These User IDs must be requested 15 business days in advance of the need, unless the parties mutually agree, in writing, to a shorter period. Company
agrees that any Confidential Information supplied by Provider for the purpose of acquiring User IDs shall be subject to Section 1.4 Confidentiality. Further, Company agrees to limit access to
and disclosure of Provider's Confidential Information supplied pursuant to this Section 5.4 to Company's employees on a "need to know" basis only. 

        5.5  User ID's. Provided Company receives a request for User ID's in the timeframes specified in Section 5.4, Company
will provide to Provider the necessary User ID's to support universal access for all required systems to support initial, attrition and growth classes at least 1 week prior to the start of classes.
User IDs for change related classes will be provided as soon as possible, but no later than four business days prior to the start of the class. 

        5.6  Provider will notify Company's designated Vendor Manager of all CCEs and their corresponding User IDs that are no longer
performing Work for Company within 48 hours of payroll separation or movement from the Company Work supported by Provider. Company bears the responsibility for any unauthorized use of User IDs
and passwords after the second business day following its receipt of Provider's notice of separated CCEs. Individual User IDs must not be reused, shared, or transferred to another CCE for any reason,
unless authorized in advance by Company in writing. Company will promptly provide User IDs with the appropriate level of authorization and access to enable the CCEs to fully perform their job
responsibilities. Company is also responsible for promptly updating User IDs to ensure that system changes and maintenance do not adversely impact CCEs ability to perform as defined within an Order. 

6.    PROVIDER'S OPERATING MATTERS  

        6.1  Provider's Business Records. Provider must create and maintain at its offices full, complete, and accurate records of its
business conducted and billed pursuant to this MSA. These records must be created and maintained in accordance with recognized commercial accounting practices and must be preserved until the later of
(i) the final determination and payment of all costs incurred under this MSA or (ii) the period legally required. Provider must also make available the information it is required to make
public as a subsidiary of a publicly traded company. Provider agrees, upon ten (10) days advance
written notice, to permit Company or Company's representative to examine and copy these records and all supporting records at all reasonable times at its own expense, however Company agrees such
examination shall be limited to twice per calendar year. The preceding limitation will not apply if Company requires access to Provider's records with respect to a billing dispute, court order or
other legal process. Company agrees that for purposes of auditing, it shall not utilize, as a Company representative, any entity which competes with Provider in the provision of Telservices.
Examination of Provider's invoices must be conducted no later than 3 calendar years after completion of services rendered or after the expiration date of this MSA, whichever comes later.
Company acknowledges that Provider's business records are Confidential Information of Provider. Should Company, at any time during the Term of this MSA, provide detail or supporting documentation for
Provider's invoices, then Provider shall have the right to audit Company's records pursuant to this Section 6.1 including any limitations imposed in regards to the frequency of such audits. 

        6.2  Insurance. Provider must at all times during the term of this MSA, at Provider's sole expense, be insured by a reputable
insurance company licensed to do business in the states where Provider operates under this MSA, under the following types of coverage and limits of liability: 

6.2.1 Commercial General Liability Insurance -Covering against claims for bodily injury, personal injury, or death, contractual liability, property
damage caused by or occurring in conjunction with the operation of Provider's services, and products/completed operations liability insurance and independent 

9

 

contractors liability insurance with respect to equipment, installation and service. The Company shall be listed as an additional insured under such policy, but only with respect to its legal
liability caused by Provider's negligence. This insurance coverage must provide in the aggregate liability protection of at least $5,000,000 dollars per occurrence of bodily or personal injury or
death, including contractual liability, $2,000,000 dollars per occurrence for property damage, and $2,000,000 dollars per occurrence for products/completed operations liability and independent
contractors liability pertaining to equipment, installation or service. Such limits may be obtained by the Provider through a combination of primary and umbrella/excess liability insurance policies. 

6.2.2 Workers compensation insurance to the extent required by statute, together with statutory disability benefits liability in applicable states. 

6.2.3 Employer's liability insurance of at least $1,000,000 each accident Bodily Injury, $1,000,000 for each employee by disease, and $1,000,000 Policy
limit by disease. Such limits may be obtained by the Provider through a combination of primary and umbrella / excess liability insurance policies. 

6.2.4 Primary Coverages. All coverages required by this MSA must be primary and non-contributory with respect to Provider's negligence, must
be written on an occurrence basis and must be maintained without interruption from the date of this MSA until the date of termination of this MSA. The insurance policies providing such coverage shall
specifically refer to, and provide insurance coverage for
Provider's indemnity obligations under the "Indemnity" Section of this MSA. Provider is responsible for all deductible payments. 

6.2.4 Certificates of Insurance. Certificates of insurance acceptable to Company must be filed with Company prior to commencement of Work by Provider.
The certificates of insurance and the insurance policies required hereunder must reflect Additional Insured requirements in Section 6.2.1 with respect to all Work performed on behalf of
Company. Failure by Provider to provide such certification of insurance does not constitute a waiver by Company of these insurance requirements. 

6.2.5 Notice of Cancellation / Rating of Insurer. The certificates and the insurance policies required by this MSA must not expire for at least one year
from the date of issuance and must contain a provision that coverages afforded under the policies will not be canceled or allowed to expire unless Company has received at least 30 days prior
written notice. If any of the foregoing insurance coverages are required to remain in force after final payment and are reasonably available, an additional certificate evidencing continuation of this
coverage must be submitted with the final application for payment. The insuring company must be reputable, admitted to do business in the state where the Provider is performing the Work for Company
and have a rating by A.M. Best of at least A-VII. Provider is responsible for all deductible payments. 

7.    USE OF MARK BY PROVIDER; PROTECTION OF THE COMPANY'S RIGHTS  

        7.1  Use of Marks. During the term of this MSA, the Company authorizes Provider to call and receive calls from potential and
current subscribers to Company's Service on behalf of Company and to use Company's Marks subject to the limitations contained in this MSA. Provider acknowledges that all Marks are the exclusive
property of Company. 

        7.2  No Transfer of Rights. Provider acknowledges that this MSA does not transfer any rights to use any Marks (except to the
limited extent set forth in this MSA while it is in effect) and that this MSA does not and will not confer any goodwill or other interest in any Marks upon Provider, all rights to which remain with
the Company. Provider will not challenge Company's ownership of the Marks in any way. 

        7.3  Unauthorized Use. Any intentional unauthorized use of the Marks by Provider or its respective Personnel, or affiliates,
constitutes infringement of Company's rights and a material breach 

10

 

of this MSA. Upon expiration or termination of this MSA for any reason, Provider must immediately discontinue use of the Marks. 

        7.4  No Disparagement. Provider must not in any way disparage Company's Service or equipment. 

8.    TERM AND EXTENSION OF RELATIONSHIP  

        This MSA is effective as of March 21, 2002 ("Effective Date"), and continues in effect until December 31, 2004 or the expiration date of any
outstanding Work Order, unless earlier terminated in accordance with the provisions of the MSA. This MSA is automatically extended for successive one-year periods unless either party gives
written notice to the other party of its intention to terminate this MSA not less than 90 days before the expiration of the then current term. 

9.    TERMINATION OR EXPIRATION OF MSA  

        9.1  Termination. Subject to the provisions contained in Section 9.2, this MSA or any Order may be terminated as
follows. Termination of the MSA for cause terminates all Orders issued under it. However termination of any one Order shall not terminate the MSA or any other Orders. 

9.1.1 Either party may terminate this MSA upon thirty (30) days advance written notice to the other party if the other party breaches any
material term or condition of this MSA. Either party may terminate an applicable Order if the other intentionally fails to comply with any applicable Policies or Procedures. 

9.1.2 Either party may terminate an Order immediately upon written notice to the other party if the FCC or any other regulatory agency promulgates any
rule, regulation, or order which in effect or application prohibits or substantially impedes either party from fulfilling their obligations under the Order. 

9.1.3 With respect to Teleservices, Company may terminate an applicable Order immediately upon written notice if Company is no longer authorized to
provide Service within the area. 

9.1.4 This MSA terminates immediately and without notice if either party: admits in writing its inability to pay its debts generally or makes an
assignment for the benefit of creditors; files any petition or action or other affirmative act of insolvency (which is not dismissed within ninety (90) days) under any bankruptcy,
reorganization, insolvency arrangement, liquidation, dissolution or moratorium law and any
other law or laws for the relief of, or relating to debtors; or subjects a material part of the other party's property to any levy, seizure, assignment or sale for or by any creditor, third party or
governmental agency, has an Order for Relief under Title 11 of the United States Code entered by any United States Court against it; or has a trustee or receiver of any substantial part of its
assets appointed by any court. 

9.1.5 The parties may mutually agree to other termination provisions in an Order. 

        9.2  Breach and Cure Period. Other than Company's payment obligations which are governed by the Section 4.2
Compensation and Sections 9.1.2, 9.1.3 and 9.1.4, neither party is in breach of this MSA and/or an applicable Order until and unless the other party provides written notice to the allegedly
breaching party of any violation of the MSA ("Cure Notice"). The alleged breaching party shall have forty-five (45) days from receipt of the Cure Notice to cure the specified
breach. If the default is not cured by the end of the forty-five (45) day period, then termination is effective upon thirty (30) days prior written notice to the breaching
party. Notwithstanding the above, a breach by Provider of any part of Sections 2.3, 2.4 or 7.3 of this MSA are not subject to cure and, accordingly, any such breach gives Company the right to
terminate the MSA immediately upon written notice to Provider. The other party's right to terminate this MSA shall automatically expire if the breaching party has cured the breach prior to the
breaching party's receipt of the termination notice. 

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        9.3  Obligations of Provider Upon Termination or Expiration. Upon the expiration or termination of this MSA for any reason,
Provider and its affiliates must: (a) discontinue the use of all Marks, such as signs, logos, stationary, or business cards for Work provided hereunder, and must return to Company all materials
containing any Mark or otherwise identifying or relating to Company's business; (b) cease representing themselves in any fashion as a Provider or representative of Company for Work provided
hereunder; (c) return to Company or destroy those documents, records or other materials (including, without limitation, all copies of any type including photocopies and computer copies), which
were provided to Provider by Company or which contain any Confidential Information of Company for the purposes of performing Work hereunder; and (d) provided Company is not in actual default or
breach of any of its material obligations hereunder, provide all reasonable cooperation in the orderly transition of the Work to Company or elsewhere. This cooperation includes, at Company's expense,
packing and preparing for shipment any Company Confidential Information, materials or other inventory to be transferred, provision of reports, files and similar media necessary for continuation of the
Work transferred, continuation of Work at reducing levels if necessary during a transition period and at reduced levels if Work is transferred in part at mutually agreed upon compensation. 

        9.4  No Compensation. Upon termination of this MSA for any reason, Provider's rights to compensation for Work provided under
this MSA expire, and become null and void, except for compensation earned prior to the termination date of this MSA and any mutually agreed upon compensation which may be due for transition services. 

        9.5  Expiration, Revocation or Transfer of Licenses. With respect to Teleservices, if any license Company requires in order to
operate expires or is revoked, any Orders terminate with respect to the area covered by the expired or revoked license(s). 

10.  OWNERSHIP AND USE  

        10.1 Company is contracting with Provider for the provision of Teleservices. As part of Provider's Work, Company expects
Provider to gather information from all contacts, which includes past, current and potential subscribers on Company's programs, to assist Company in preparing Company specific scripts, and to gather
information from and for Company's Personnel. Provider's ownership interest in information gathered from all contacts regarding Company's goods or services including without limitation all
subscribers, names, addresses, email addresses, telephone numbers, service files, notes taken by Provider regarding service inquiries, written and electronic communications between Provider and any
Company subscriber, in personally identifiable employee information and in portions of any and all scripts created hereunder that are Company specific and that are not general or generic nature
(collectively, "Company Data") shall be assigned by Provider to Company and Company shall be the sole and exclusive owner of all right, title and interest in and to all Company Data. Company agrees
that anything (excepting Company Data, Company Works and Company Specific Work Product) created or developed in whole by Provider (whether or not created or developed while, or in the process of,
providing any services to or for Company), including without limitation any and all scripts, information, databases, documentation, forms, programming, Internet related software or processes,
interactive voice response related software or processes, telephone marketing related software, telephone marketing or business methods, training methods or training materials or other telephone
marketing related information, methods or processes (collectively, "Provider Works"), are and shall remain the sole and exclusive property of Provider. Any disputes related to this section will
be resolved pursuant to Section 11.3 ("Escalation") and Section 11.4 ("Non-binding mediation"). 

        10.2 Provider agrees that anything created or developed in whole by Company including without limitation any and all scripts,
information, databases, documentation, forms, programming, Internet related software or processes, interactive voice response related software or processes, telephone marketing related software,
telephone marketing or business methods, templates, training methods or training materials or other telephone marketing related information, methods or processes (collectively, 

12

 

"Company Works"), are and shall remain the sole and exclusive property to Company. Company hereby grants to Provider a temporary, royalty free, nonexclusive, nontransferable license to use on, for or
in, Company services or networks only and not for any other use or purpose outside the scope of this Agreement, any Company Works made available to Provider by Company during the term of this MSA.
This temporary grant shall automatically cease upon termination of this MSA, if not otherwise terminated sooner. Provider may use Company Works solely to provide the Work hereunder for Company and
will not disclose, use, or otherwise make Company Works available to any other entity that is not a party to this MSA. 

        10.3 Any work product Company requests Provider to create or develop expressly for Company during the course of performing
Work under this MSA and which work product is specifically identified in a separate writing signed by the parties, shall be the sole and exclusive property of Company (the "Company Specific Work
Product"). Provider shall assign and transfer to Company all right, title and interest in and to any such Company Specific Work Product. In addition, Provider will take such action (including, but not
limited to, the execution, acknowledgement, delivery and assistance in preparation of documents or the giving of testimony) as may be reasonably requested by Company to evidence, transfer, vest or
confirm Company's right, title and interest in the Company Specific Work Product. By entering into this MSA, Provider does not waive and expressly retains all rights, title and interest in its
Provider Works, unless such work is identified as Company Specific Work Product. 

        10.4 Further Acts. Each party will take such action (including, but not limited to, the execution, acknowledgment, delivery
and assistance in preparation of documents or the giving of testimony) as may be requested by the other party to evidence, transfer, vest or confirm the requesting party's right, title and interest in
its Assets. 

        10.4 Use. Except as required for either party's performance under this MSA or as authorized in writing by the other party,
neither party will use, disclose, publish or distribute any of the other party's Assets. Each party will hold the other party's Assets in its possession or control in trust for the other party and
will deliver them to the other party upon request and in any event upon the expiration or termination of this MSA. 

        10.5 Proprietary Notices. On all copies made by one party of the other party's Assets, each party agrees to reproduce and
maintain the proprietary legends or notices as are contained in or on the original or as the other party may otherwise reasonably request. 

        10.6 Limitation. Notwithstanding any other provision of this Agreement to the contrary, this Section 10 will not obligate Company to assign or
offer to assign to Provider of any of Company's rights in Company owned material or Company proprietary materials. This satisfies the written notice and other requirements of state
law.

11.  DISPUTES.  

        11.1 Provider Disputes. It is Provider's duty to submit to Company accurate invoices and supporting documentation reasonably
necessary to substantiate the charges. Each Provider invoice is deemed accurate on the 61stday after Provider issues it. Nevertheless, Provider may, within sixty (60) days of the
date each invoice is issued, submit a revised invoice. If Provider submits a revised invoice Company will remit payment according to the payment terms outlined in Section 4.2. With the
exception of
telecommunications toll charges, if Provider does not submit a revised invoice within 60 days of each invoice, Provider waives any discrepancy in the original inaccurate invoice. 

13

   
        11.2 Invoice Dispute Process: If any portion of an invoice is disputed by Company in good faith, Company may withhold payment
for the disputed portion of the invoice and must provide Provider with written notification of the disputed amount and supporting documentation to substantiate the dispute. Any
non-disputed amounts shall be paid in accordance with Section 4.2 Compensation. Provider will have ten (10) business days to respond, which response must include data
supporting the charges invoiced. The parties shall negotiate in good faith during the thirty-day period that follows the expiration of Provider's ten (10) day period. The
thirty-day period may be extended by written mutual agreement of the parties. Provider agrees to continue to perform its obligations regardless of such dispute. If, at the conclusion of
the thirty (30) day period the parties have not resolved the dispute, they shall resort to Section 11.3 Escalation Process detailed below. 

        11.3 Escalation Process: The parties shall make all reasonable efforts to resolve through good faith negotiations between
their respective principals any disputes, controversies or other matters in question between the parties to this MSA, arising out of, or relating to this MSA, or the alleged breach thereof, including
any claim in which either party is demanding monetary damages of any nature and under any legal or equitable theory, including, but not limited to, negligence, breach of contract, strict liability
violation of any state, local or federal law, or intentional acts or omissions by either party. Specifically, if such a dispute, controversy or other matter arises between the parties, the Company
Vendor Manager and the Provider Account Manager will first attempt to reach an amicable resolution. If they are unable to resolve such dispute within ten (10) business days, Company and
Provider shall each promptly designate one representative with management authority (each a "Management Representative") to use their reasonable best efforts to resolve such dispute or to negotiate an
appropriate modification or amendment. If either party fails to designate a Management Representative at its own initiative, it shall do so within three business days of a written request from
the other party to do so. Except as otherwise provided in the termination provisions hereof or agreed to by the parties, neither party shall be permitted to exercise any other remedies for twenty
(20) days following the date that both parties have designated a Management Representative. If the issue cannot be successfully resolved by negotiation, either party may submit the matter to
mediation as set forth in Section 11.4 by serving a Notice pursuant to Section 13. Nothing in this section can be construed to preclude any party from seeking injunctive relief in order
to protect its rights pending the escalation or mediation process. A request by a party to a court for such injunctive relief cannot be deemed a waiver of the obligation to mediate. Nothing herein
shall be deemed to limit any right of a party to terminate this MSA for any default or breach by the other party. At the conclusion of the Section 11.3 Escalation and Section 11.4
Non-Binding Mediation processes, either party shall have the right, in the event of a default, to any other remedies available in law or in equity, but not limited to the right to seek
damages. 

        11.4 Non-binding Meditation: In the event the problem cannot be amicably resolved through the Escalation Process,
the parties agree to refer the matter for non-binding mediation to a mutually acceptable third party mediator, or, at any time, at the option of either party, for mediation by the American
Arbitration Association ("AAA") in New York, New York, or at such other place as the
parties may agree. Each party agrees to bear its own expenses and an equal share of the expenses of the mediator and the fees the AAA. The parties, their representatives, other participants and the
mediator shall hold the existence, content and result of the mediation is Confidential Information as defined in section 1.4 of this MSA. If such dispute is not resolved by such mediation
within thirty (30) days of the initiation of the mediation by the third party mediator or the AAA, as the case may be, the parties will have the right to resort to any remedies permitted by
law. All defenses based on the passage of time shall be tolled pending the termination of the mediation. Nothing in this section can be construed to preclude any party from seeking injunctive relief
in order to protect its rights pending mediation. A request by a party to a court for such injunctive relief cannot be deemed a waiver of the obligation to mediate. Nothing in this section will
be deemed to limit any right of a party to terminate this MSA for any default or breach by the other party. 

14

 

12.  MISCELLANEOUS  

        12.1 Governing Law. Except to the extent governed by federal laws or regulations, the entire relationship of the parties
based on this MSA is governed by the substantive laws of the state of Washington, without reference to its choice of law rules. 

        12.2 Waivers. The rights of the parties under this MSA, including the Policies and Procedures as agreed to, are cumulative
and not exclusive of any other rights and remedies. The waiver by any party of any right under this MSA, or any breach of this MSA does not constitute a waiver of any other right or remedy on a future
occasion. 

        12.3 Force Majeure. Neither party is liable for loss or damage or will be in breach of this MSA if its failure to perform its
obligations results from: (1) compliance with any law, ruling, order, regulation, requirement or instruction of any federal, state or municipal government or any department or agency thereof or
any court of competent jurisdiction; or (2) acts of God, fires, strikes, embargoes, war, insurrection, riot, and other causes beyond the reasonable control of the party. Any delay resulting
from any of these causes extends performance accordingly or excuses performance, in whole or in part, as may be reasonable. 

        12.4 Entire Agreement. This MSA, including the Schedules, Orders and all Policies and Procedures issued as of the effective
date of this MSA represent the entire agreement of the parties with respect to the subject matter of this MSA. There are no other oral or written understandings or agreements between the Company and
Provider relating to the subject matter of this MSA, and this MSA supersedes all prior negotiations, communications, agreements and addenda between the parties to this MSA with respect to the subject
matter of the MSA, except that post-termination covenants or any
releases from prior agreements survive. Nothing in this MSA is intended or should be deemed to confer any rights or remedies upon any entity not a party to it. 

        12.5 Modification. This MSA may only be amended or superseded by written agreement executed by authorized representatives of
both parties, except as otherwise explicitly stated in this MSA. Each such modification is effective only in the specific instance for the specific purpose for which given. No course of dealing or
usage of trade may be invoked to modify the terms and conditions of this MSA. 

        12.6 Assignability. This MSA shall inure to and bind the successors and assigns of the respective parties. Neither party may
sell or assign this MSA or any of its rights, or delegate any of its duties or obligations under it without the other party's prior written consent, which consent shall not be unreasonably withheld. 

        12.7 Survivability. Upon termination of this MSA, all rights and duties of the parties terminate, except the following
survive: Section 1.4 (Confidentiality); Section 9.3 ((Obligations of Provider Upon Termination or Expiration); Section 10 (Ownership); this Section 12.7 (Survivability);
Section 12.9 (Indemnification); Section 12.12 (Authority to Sign); and Section 12.14 (Publicity) of this MSA. The parties must cooperate to fulfill all surviving obligations in a
timely manner. 

        12.8 Acknowledgments. Provider acknowledges and understands that Company or other Providers may at any time compete directly
with Provider in the soliciting of Subscribers for the Service or in the sale, lease, installation, repair or warranty servicing of equipment. 

        12.9 Indemnification. Each party ("Indemnitor") agrees to indemnify, defend and hold harmless the other party, its parent,
subsidiaries and affiliates, and the Personnel, officers, directors, agents and any successors or assigns of any of them (collectively, "Indemnitee") from any and all claims, losses, actions, suits,
proceedings (whether legal or administrative), costs, expenses, damages and liabilities, including reasonable attorneys' fees (collectively, "Claims"), threatened, asserted or filed by a third party
against the Indemnitee arising out of a breach by Indemnitor or its designee(s) of the MSA or a Order or Indemnitor's negligence in performing Work under the MSA or an Order. 

15

 

        12.9.1 In addition to, and not by way of limitation of the forgoing indemnification, Indemnitor agrees to indemnify, defend and hold
harmless Indemnitee from any and all Claims, to the extent arising out of or resulting from: 

	a.)
	Assertions
under Workers' Compensation or similar laws made by persons furnished by Indemnitor, or by reason of any injuries to such persons for which Indemnitor would be responsible
under Workers' Compensation or similar laws; 
	b.)
	Any
alleged act of infringement by Indemnitor of any patent, trademark, copyright or other right or any misappropriation (including misuse) of any trade secret or other proprietary
interest; or 
	c.)
	Tortious
acts or omissions of Indemnitor including, but not limited to, third party claims for injuries or death to persons or damage to property, including theft, tortiously caused
by Indemnitor while on Indemnitee's premises. 

        12.9.1 If any claim for indemnification arises under this Section 12.9, the Indemnitee shall promptly notify the Indemnitor and the
Indemnitor shall be entitled to actively participate in the defense, compromise, settlement, resolution or other disposition of any Claim by counsel of the Indemnitor's own choosing and at the
Indemnitor's own expense. The Indemnitee cannot settle such claim or proceeding without the prior written consent of the Indemnitor, which consent shall not be unreasonably withheld or delayed. This
indemnity continues in full force and effect after the termination of this MSA. 

        12.10  Severability. A determination by a court or arbitrator of competent jurisdiction that any provision of
this MSA or any part of it is unenforceable does not cancel or invalidate the remainder of such provision or this MSA. The remainder of the provision and this MSA remain in full force and effect and
must be construed to carry out the intent of the parties. 

        12.12  Authority to Sign. Company and Provider each represent and warrant to the other that, if applicable, it
is duly organized or incorporated and in good standing in its state of original organization or incorporation, it has the requisite approvals to enter into this MSA, it is qualified to do business in
the state(s) where Company is licensed to provide Service, and the person executing this MSA on its behalf has full authority to do so. 

        12.13  Hiring of Employees: Provider agrees that it will not solicit for employment Company' employees who are
involved with the Work relating to this MSA for a period of twelve (12) months following termination of said Work by the employee in question unless mutually agreed upon in writing. Company
agrees that it will not solicit for employment Provider's Personnel who are involved with the Work relating to this MSA for a period of twelve (12) months following termination of said Work by
the employee in question unless mutually agreed upon in writing. 

        12.14  Publicity. Each party shall (1) submit to the other all advertising, written sales promotion,
press releases and other publicity matters related to this MSA in which the other party's name or mark is mentioned or language from which the connection of said name or mark may be inferred or
implied and (2) not publish or use such advertising, sales promotion, press releases or publicity matters without the other party's consent. 

        12.15  Change of Control. In the event Provider acquires an entity that is engaged in the outsourced
Teleservices business ("Affiliated Business"), Provider must notify Company within 10 days of acquiring such Affiliated Business if Provider intends to have such Affiliated Business perform
Teleservices for Company. Company has 10 days after receipt of such notice to object to having the Work performed by the Affiliated Business. Company's objection must provide reasonable detail
of the nature of the objections. If Company objects, then the Affiliated Business is prohibited from performing any of the Work without the prior written consent of Company. If Company fails to notify
Provider of its objections within the 10-day period, the Affiliated Business may perform the Work 

16

 

beginning on the 11th day. This section does not prevent Provider from performing the Work under this MSA on a temporary emergency basis through another entity or an Affiliated
Business. 

13.    NOTICES. All notices, requests, demands, and other communications under this MSA must be in writing and are deemed given if sent by
electronic mail, facsimile, personally delivered or mailed, certified mail, return receipt requested, or sent by nationally recognized overnight carrier to the addresses shown on the first
page of this MSA. In addition to the Company's notice address listed on the first page, notice must also be sent to: AT&T Wireless Services, 7277 164th Ave NE, Redmond, WA 98052
ATTN: Legal Services. 

17

 

        EACH
PARTY'S SIGNATURE BELOW ACKNOWLEDGES THAT EACH PARTY HAS READ AND UNDERSTANDS EACH OF THE TERMS AND CONDITIONS OF THIS MSA AND AGREES TO BE BOUND BY THEM. 

	

PROVIDER: STARTEK USA, INC.	
 	

COMPANY: AT&T WIRELESS, SERVICES, INC.
	

By:	
 	

/s/  DAVID I. ROSENTHAL      
 (Authorized Signature)	
 	

By:	
 	

/s/  GEORGE B. SLOAN      
 (Authorized Signature)
	

David I. Rosenthal
 (Typed or Printed Name)	
 	

George B. Sloan
 (Typed or Printed Name)
	

Executive Vice President & Chief Financial Officer
 (Title)	
 	

Director, Supply Management
 (Title)
	

March 21, 2002
 (Date)	
 	

October 1, 2002
 (Date)

18

   Schedule 1  

Definitions  

        For the purposes of this MSA, the following terms have the meanings set forth below. 

        Affiliates.    "Affiliates" means an entity in which Company retains more than 50% ownership, or operating control. 

        Assets.    "Assets" shall mean either Company Data, Company Works, Company Specific Work Products and Provider Works,
collectively, or Company Data, Company Works and Company Specific Work Products in the case of Company, or Provider Works in the case of Provider, as the case may be. 

        CCE.    CCE means Provider call center employee 

        Company Data.    Information gathered from callers regarding Company's goods or services, including without limitation all
customer and subscriber names, addresses, email addresses, telephone numbers, service files, notes taken by Provider regarding service inquiries, and written and electronic communications between
Provider and any Company customer or subscriber, personally identifiable employee information and portions of any and all scripts created hereunder that are Company specific and that are not general
or generic nature. 

        Competitive Service Entity.    Any company that engages in the same or similar services as Company including, without
limitation, two-way pager services, cellular/wireless services (regardless of technology or frequency used), wireless voice and data services. Competitive Service Entity does not include
Company affiliates or partnerships. 

        Marks.    Marks are defined as Company's trademarks, service marks, trade names, logos, or similar indicia owned or licensed for
use by Company. 

        Orders.    The written request for Work issued by Company to Provider that is signed by both Company and Provider. 

        Personnel.    Personnel is defined as Provider's employees, including without limitation, Call Center Employees (CCE's) and
sales representatives. 

        Proprietary Interests.    "Proprietary Interests" are defined to include patents, copyrights, trade secrets and trademarks,
whether issued or pending, and other intellectual property rights. 

        Service.    Commercial Mobile Radio Services provided by Company. Includes two-way pager services, cellular/wireless
services regardless of technology or frequency used, and wireless voice and data telecommunications services. 

        Teleservices.    Teleservices includes collections, telemarketing, customer care, reactive marketing, warranty exchange and
other service or sales oriented work as may be requested by Company from time to time. 

        Vendor Manager.    Vendor manager refers to Company's designated representative responsible for overseeing day to day operations
for the Work. 

        Work.    Company authorization for Provider to resolve delinquent accounts, accept incoming customer care calls, make outbound
collection calls, offer Company's Service via telemarketing, and provide other Work that may be defined in mutually agreed upon Orders 

19

QuickLinks

Exhibit 10.44

AT&T WIRELESS SERVICES PROVIDER MASTER SERVICE AGREEMENT

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