Document:

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                                                                     EXHIBIT 4.1

                           SERVICES AGREEMENT EXECUTED
                         AMONG TELEMAR NORTE LESTE S/A,
                         TNL PCS S/A AND TNL CONTAX S/A

                                NOVEMBER 30, 2004

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                                    CONTENTS

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CLAUSE I - PURPOSE                                               - 1 -
CLAUSE II - APPLICABLE DOCUMENTATION                             - 2 -
CLAUSE III - OBLIGATIONS OF THE PARTIES                          - 2 -
CLAUSE IV - OBLIGATIONS OF THE CONTRACTED PARTY                  - 3 -
CLAUSE V - OBLIGATIONS OF THE CONTRACTING PARTIES                - 9 -
CLAUSE VI - SERVICE SITES                                       - 10 -
CLAUSE VII - EXPANSION AND REDUCTION                            - 10 -
CLAUSE VIII - PRICES                                            - 10 -
CLAUSE IX - BILLING AND PAYMENT                                 - 11 -
CLAUSE X - PENALTIES                                            - 13 -
CLAUSE XI - GUARANTEE                                           - 13 -
CLAUSE XII - NON-DISCLOSURE                                     - 14 -
CLAUSE XIII - NON-EXISTENT BOND                                 - 16 -
CLAUSE XIV - EFFECTIVENESS AND TERMINATION                      - 16 -
CLAUSE XV - RESCISSION                                          - 17 -
CLAUSE XVI - SUBCONTRACTING, ASSIGNMENT OR TRANSFER             - 17 -
CLAUSE XVII - AMENDMENT TO THE AGREEMENT                        - 18 -
CLAUSE XVIII - FORCE MAJEURE                                    - 18 -
CLAUSE XIX - SOCIAL RESPONSIBILITY AND THE ENVIRONMENT          - 18 -
CLAUSE XX -  COMMITMENT TO HEIGHTEN AWARENESS                   - 19 -
CLAUSE XXI - ANATEL TARGETS                                     - 19 -
CLAUSE XXII - APPLICABLE LAW                                    - 19 -
CLAUSE XXIII - GENERAL PROVISIONS                               - 20 -
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CLAUSE XXIV - OMISSIONS                                         - 21 -
CLAUSE XXV - ARBITRATION COURT                                  - 21 -
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                                       SERVICES AGREEMENT EXECUTED AMONG TELEMAR
                                NORTE LESTE S/A, TNL PCS S/A AND TNL CONTAX S/A.

On the one side:

TELEMAR NORTE LESTE S/A, a corporate legal entity with head offices in the City
of Rio de Janeiro, State of Rio de Janeiro, at Rua General Polidoro N Degrees
99, Botafogo, CEP 22.280-001, registered with the Taxpayers' National Registry
under CNPJ/MF N Degrees 33.000.118/0001-79, represented in compliance with its
By-Laws, hereinafter called "TELEMAR"; and

TNL PCS S.A., a corporate legal entity with head offices in the City of Rio de
Janeiro, State of Rio de Janeiro, at Rua Jangadeiros N Degrees 48, Ipanema, CEP
22.420-010, registered with the Taxpayers' National Registry under CNPJ/MF N
Degrees 04.164.616/0001-59, represented in compliance with its By-Laws,
hereinafter called "OI";

both called jointly the "CONTRACTING PARTIES";

and on the other side:

TNL CONTAX S/A, a corporate legal entity with head offices in the City of
Barueri, State of Sao Paulo, at Calcada das Margaridas N Degrees 191 - CV 522 -
Centro Comercial Alphaville, Alphaville, CEP 06.460-120, registered with the
Taxpayers' National Registry under CNPJ/MF N Degrees 02.757.614/0001-48,
represented pursuant to its By-Laws, and hereinafter called the "CONTRACTED
PARTY";

all hereinafter called jointly the "Parties" and individually the "Party".

Whereas the CONTRACTED PARTY is interested in rendering its services to the
CONTRACTING PARTIES in strict compliance with the conditions established herein;

Whereas the CONTRACTED PARTY participated in the negotiating process with the
CONTRACTING PARTIES, which included, among other information, the complete
specification of the services to be rendered, in addition to the infrastructure
required for rendering the services to be contracted;

Whereas the Parties are previously aware of the Clauses and conditions guiding
this document and particularly those related to Brazilian Labor Law, with all
possible doubts having been clarified in advance;

The Parties hereby resolve to execute this Services Agreement, hereinafter
referred to as the "AGREEMENT", pursuant to the terms and conditions agreed
below.

CLAUSE ONE: PURPOSE

1.1   The purpose of this AGREEMENT consists of the services rendered by the
      CONTRACTED PARTY listed in Annex I, which forms an integral and
      inseparable part hereof. Due to the technical differences imposed by the
      specific characteristics of the products offered to the CONTRACTING
      PARTIES, each service rendered by the CONTRACTED PARTY will be covered by
      a "Description and General Conditions of the Services Rendered" that will
      include Services Chart, Price, General Characteristics, Performance
      Ratings (SLA), which consists of one or more pages, all of which
      constitute Annex I mentioned above.

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      1.1.1 The CONTRACTED PARTY will render all and any of the services listed
            in Annex I described above only when requested to do so by either or
            both of the CONTRACTING PARTIES, which may occur, as stressed by the
            Parties, through either a direct contract or a competitive bidding
            procedure organized by the CONTRACTING PARTIES. Nevertheless, the
            CONTRACTED PARTY will start to render any of the services listed in
            Annex I only when a "Service Order" is issued by the CONTRACTING
            PARTIES, whose model is given in Annex II, which also forms an
            integral and inseparable part of this AGREEMENT.

      1.1.2 The CONTRACTED PARTY hereby confirms its capacity to perform all and
            any service that the CONTRACTING PARTIES may require therefrom,
            based on Annex I or other descriptions of new services that may be
            produced by the Parties and included herein. Should the CONTRACTED
            PARTY fail to meet the demands of the CONTRACTING PARTY up to the
            limit of its stated capacity within the stipulated period, this will
            constitute a default on the contract, with the CONTRACTED PARTY
            being subject to the penalties stipulated herein.

CLAUSE TWO: APPLICABLE DOCUMENTATION

2.1   For all purposes of Law, the documents listed below are applicable to this
      AGREEMENT as though transcribed below, whose contents are known to the
      Parties, and fully accepted thereby:

      Annex I -- Description and General Conditions of the Services Rendered

      Annex II - Service Order;

CLAUSE THREE: OBLIGATIONS OF THE PARTIES

3.1   During the normal, regular progress of this AGREEMENT, as well as all and
      any services that may arise therefrom, the Parties hereby agree to keep a
      channel of communication always open, allowing them to interact in their
      common interests, reflected through obtaining the expected technical,
      commercial and financial results.

3.2   The Parties agree to fully respect the Clauses and items of this
      AGREEMENT, in addition to the Annexes forming an integral part hereof, the
      Deeds of Amendments that may be signed and the respective autonomy and
      independence related thereto.

3.3   The Parties agree to appoint the persons who will be in charge of managing
      this AGREEMENT, which should be undertaken through written or electronic
      correspondence within 15 (fifteen) days as from the signature hereof. All
      and any correspondence relating to this AGREEMENT should be addressed to
      the Managers to be appointed by the Parties.

3.4   In case of any doubt and / or conflict regarding the interpretation of any
      Item or compliance with any obligation, the Parties should attempt to
      resolve the outstanding matter on a friendly basis through the Service
      Managers to be appointed in accordance with Clause 3.3 above. Should they
      fail to reach an agreement, they should seek a solution through moving up
      the decision-taking scale of the companies, progressing from the Directors
      and Officers to the CEOs and Presidents, in order to reach a non-litigious
      solution. Finally, should it not prove possible to settle such outstanding
      matter, the Parties should opt for arbitration as stipulated in Clause
      Twenty Five of this AGREEMENT.

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3.5   During the performance of all and any services arising from this
      AGREEMENT, the Parties hereby agree to comply with all laws, decrees,
      regulations and / or Federal, State or Municipal stipulations in effect,
      while also obtaining the licenses, permits and authorizations required for
      the proper rendering of the services that will be the responsibility
      thereof, being held solely liable for losses or damages of any type
      whatsoever arising from any violations to which they may give rise by
      failing to comply with the provisions in this Clause, in addition to
      paying any fines that may be imposed by the competent authorities up to
      the limit previously agreed among the Parties as stipulated in Item 4.1.4
      and respective Sub-Items thereof.

CLAUSE FOUR: OBLIGATIONS OF THE CONTRACTED PARTY

4.1   During the term of this AGREEMENT and without adversely affecting the
      other obligations accepted hereby, under penalty of being subject to the
      sanctions and indemnities stipulated herein, the CONTRACTED PARTY agrees
      to:

      4.1.1       Operate as an organization that is complete and independent of
                  the CONTRACTING PARTIES, providing all the resources required
                  to perform the services covered by the AGREEMENT, other than
                  those specifically stipulated herein as the obligations of the
                  CONTRACTING PARTIES.

      4.1.2       Plan, conduct and perform the services covered by this
                  AGREEMENT in strict and full compliance with the provisions
                  herein and the Annexes hereof, in addition to the standards
                  established by the Brazilian Technical Standards Association
                  (ABNT) when applicable, and other legal requirements.

      4.1.3       Comply with all laws, decrees, regulations and / or Federal,
                  State or Municipal rules in effect, during the performance of
                  the services covered by the AGREEMENT, while also taking the
                  steps required to obtain the licenses, permits and
                  authorizations required for the proper rendering of the
                  services, being held solely liable for losses and damages of
                  any type whatsoever arising from any violations caused
                  thereby, in addition to the payment of any fines that may be
                  imposed by the competent authorities, complying specifically
                  with the limits stipulated in Item 4.1.4 below and the
                  respective Sub-Items thereof.

      4.1.4       The CONTRACTED PARTY will accept liability for any direct and
                  indirect damages or losses that it may cause to the
                  CONTRACTING PARTIES or to third parties for acts proven to
                  have been undertaken by its Directors, Officers, employees,
                  agents, representatives or outsourced workers up to a ceiling
                  amount corresponding to 5% (five per cent) of the annual
                  revenues of the CONTRACTED PARTY arising from rendering the
                  services covered by this AGREEMENT.

      4.1.4.1     The calculation of the ceiling amount stipulated in Item 4.1.4
                  above will be undertaken annually, based on the revenues for
                  the year prior to that under way.

      4.1.4.2     The ceiling amount stipulated in item 4.1.4 will represent the
                  ceiling amount up to which the CONTRACTED PARTY may be
                  required to compensate the CONTRACTING PARTIES and / or third
                  parties, considering the sum of all harmful events occurring
                  during each year of this AGREEMENT. The CONTRACTED PARTY will
                  consequently not be bound to pay any amount exceeding this
                  ceiling.

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      4.1.4.3     The ceiling amount stipulated in Item 4.1.4 above will not be
                  cumulative, so that should no compensation be paid in a given
                  year, or should the ceiling amount agreed not be reached, the
                  respective difference will not be taken into consideration for
                  the purposes of calculating the ceiling amount for the
                  following year.

      4.1.4.4     This ceiling amount of 5% on the annual revenues brought in
                  under this AGREEMENT is also applicable to damages caused to
                  third parties when charged directly thereby to Contax.

      4.1.5       Perform the services assigned thereto as covered by this
                  AGREEMENT, using specialized professionals in sufficient
                  numbers to meet the needs of the services within the period
                  agreed in this document and the Annexes hereof.

      4.1.6       Perform the services described in Annex I of this AGREEMENT,
                  complying with the business hours established in compliance
                  with the rules stipulated by ANATEL, the legislation pertinent
                  thereto and the requirements of the CONTRACTING PARTIES.

      4.1.7       For each site and each of the services rendered, report back
                  on the metered performance thereof as stipulated in the
                  Performance Ratings (SLAs) specific to each services listed in
                  Annex I hereof.

      4.1.8       Notify either of the CONTRACTING PARTIES immediately, in full
                  and in writing of the occurrence of any extraordinary event
                  that may alter or adversely affect the rendering of the
                  services.

      4.1.9       Ensure logical protection and full confidentiality for the
                  information and data transmitted and / or constituting the
                  exclusive property of CONTRACTING PARTIES entrusted thereto
                  under this AGREEMENT, pursuant to the provisions in Clause
                  Twelve, under penalty of paying reparations for damages caused
                  thereby, provided that the sole liability of the CONTRACTED
                  PARTY is proven. Any losses or damages that may be subject to
                  reparations should comply with the limits stipulated in Item
                  4.1.4 and the respective Sub-Items thereof.

      4.1.10.     For inspection purposes, allow unrestricted access for the
                  employees of the CONTRACTING PARTIES, provided that they are
                  appointed solely thereby and duly identified, to the
                  facilities where the respective services are rendered.

      4.1.11      Allow the representatives of the CONTRACTING PARTIES to
                  monitor all services rendered by the CONTRACTED PARTY on-line
                  and on an unrestricted basis, except when impossible or
                  subject to technical constraints, through the management
                  screens installed and available at the time of the monitoring,
                  such as: Audible Response Units (ARUs), statistical controls
                  for the Switchboard / Automatic Calls Distributor (PABX/DAC),
                  recordings or direct listening posts, and Work Force
                  Management for the indicators in the Performance Ratings
                  (SLAs) for each service listed in Annex I hereof.

      4.1.12      On a monthly basis, provide the CONTRACTING PARTIES with all
                  the Reports covering the monitoring activities mentioned in
                  the above Item, whose methodology is stipulated in Annex I
                  hereof.

      4.1.13      Within no more than 24 (twenty four) hours, provide the
                  operators with all the operating information transferred
                  through communications by the CONTRACTING PARTIES,

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                  except when such alterations notified by the CONTRACTING
                  PARTIES require training, in which case the CONTRACTING
                  PARTIES should comply with the periods stipulated in the
                  respective Performance Ratings (SLAs) that constitute Annex I
                  hereof.

      4.1.14      Continue to render the services tabled in this document, even
                  if the concession agreement signed by the CONTRACTING PARTIES
                  and the National Telecommunications Agency (ANATEL) are
                  suspended, for a period of 90 (ninety) days as from such
                  suspension.

       4.1.15     The CONTRACTED PARTY is responsible for training its staff in
                  sales, call answering and customer care techniques, in
                  addition to transferring all the training provided by the
                  CONTRACTING PARTIES.

      4.1.16      Comply with all and any alteration in the timetable for
                  performing the services described in Annex I of this AGREEMENT
                  through prior written notice forwarded by the CONTRACTING
                  PARTIES within 7 (seven) business days, and provided that the
                  legal rules applicable thereto are respected. Should such
                  alteration affect the end-cost of the respective service, the
                  CONTRACTED PARTY is hereby authorized to increase the
                  respective prices in the proportion to which the end-cost may
                  be affected thereby.

      4.1.17      Accept full responsibility for performing the services
                  described in Annex I hereof, including aspects related to the
                  maintenance of the entire technological structure, computers,
                  software and telecommunications equipment, in addition to
                  handling all administration of the human resources required to
                  render the services in question.

      4.1.18      Implement all actions required for full compliance with the
                  Service Targets established by the National Telecommunications
                  Agency (ANATEL) stipulated in the performance parameters
                  listed in Annex I hereof, in order to ensure full performance
                  of the services that constitute the purpose of this AGREEMENT.

      4.1.19      Use the Audible Response Units (ARUs) as required to render
                  the services covered by this AGREEMENT solely for assisting
                  the users of the services rendered by the CONTRACTING PARTIES.
                  The Audible Response Units (ARUs) should be properly sized to
                  meet the demands of the products and services covered by this
                  AGREEMENT.

      4.1.20.     Should services be included additional to those contracted
                  herein, it is specifically agreed that the Parties shall draw
                  up new "Descriptions and General Conditions of the Services
                  Rendered", to be included in Annex I and constituting an
                  integral and inseparable part of this AGREEMENT.

      4.1.21      Present for ratification and approval by the CONTRACTING
                  PARTIES, all and any system or software that may be acquired
                  or developed by the CONTRACTED PARTY in order to pursue the
                  purpose of this AGREEMENT, within no more than 30 (thirty)
                  days as from the date of the respective acquisition or
                  completion of such development, while remaining the exclusive
                  property of the CONTRACTED PARTY. Should such ratification not
                  be issued, the CONTRACTING PARTIES will forward the
                  justification to the CONTRACTED PARTY, which will be forbidden
                  to use the system or software acquired or developed until the
                  situation is properly regularized.

      4.1.22      Undertake any possible future alterations requested by the
                  CONTRACTING PARTIES to the systems and software owned by the
                  CONTRACTED PARTY, after preparing the

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                  necessary quote and receiving prior approval from the
                  CONTRACTING PARTIES and ratification of the system, within no
                  more than 30 (thirty) consecutive days as from the start of
                  the rendering of the services, with the ownership thereof
                  remaining the exclusive property of the CONTRACTED PARTY,
                  except for alterations to more sophisticated systems, when the
                  period of 30 (thirty) days may prove insufficient for the
                  implementation thereof. If not approved and ratified, the
                  CONTRACTING PARTIES will forward the justification with the
                  former being forbidden to implement such system or software
                  during the period required to rectify any possible outstanding
                  matters.

      4.1.23      Should the system work through remote operation of data
                  processing programs owned by the CONTRACTING PARTIES, they
                  hereby authorize the CONTRACTED PARTY to use them solely to
                  perform the services covered by this AGREEMENT, and the
                  CONTRACTED PARTY will not urge or permit its employees to
                  undertake the maintenance, reverse engineering, decompilation
                  or any other act that might affect such data processing
                  programs, unless specifically authorized in advance to do so
                  by the CONTRACTING PARTIES, fully preserving the rights
                  thereof under penalty of bearing the costs of the losses to
                  which this may rise through acts, action or omission on the
                  part of its employees contracted specifically for the purposes
                  of this AGREEMENT, and provided that the sole liability of the
                  CONTRACTED PARTY is proven. Any losses that may have to be
                  reimbursed should comply with the ceiling stipulated in Item
                  4.1.4 and the respective Sub-Items thereof.

      4.1.24      Whenever requested to do so thereby, provide the CONTRACTING
                  PARTIES with the documents related to rendering the services,
                  including but not limited to: (i) copies of payment slips for
                  the Employee Severance Indemnity Fund (FGTS), National Social
                  Security Institute (INSS) and Employed / Unemployed General
                  Listing (CAGED) for the professionals involved in rendering
                  the services; (ii) copies of the payroll listing the names of
                  the people allocated to the services covered by this
                  AGREEMENT; (iii) copy of the rescission document of the
                  professionals assigned to render the services; and (iv) copies
                  of the Social Security / FGTS Rescission Slip (GRFC).

                  4.1.24.1    Total or partial failure to comply with the
                              obligations listed above and/or any lack of
                              regularity in the above-mentioned documents, as
                              well as any fault in compliance with the legal and
                              contractual obligations of the CONTRACTED PARTY in
                              terms of its employees, service-providers and
                              former service-providers directly involved in
                              performing the services covered by this AGREEMENT,
                              will result in the obligation of the CONTRACTED
                              PARTY to regularize the matter presented within
                              the period agreed with the CONTRACTING PARTIES.

      4.1.25      Accept direct responsibility or through redress solely and
                  exclusively for the labor contracts of its employees, bearing
                  the full cost of their wages, labor, insurance and social
                  security levies arising therefrom that fall or may fall
                  directly or indirectly on the costs of the services rendered,
                  as well as being liable for any possible future failure to
                  comply with Brazilian Labor Law that may occur. As a result,
                  no joint or subsidiary liability of the CONTRACTING PARTIES
                  may be claimed, meaning that there are no labor bonds
                  whatsoever between the employees, agents, representatives,
                  outsourced workers, contractors and/or third parties of the
                  CONTRACTED PARTY and either of the CONTRACTING PARTIES.

                  4.1.25.1    Should the employees of the CONTRACTING PARTIES
                              migrate to the

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                               CONTRACTED PARTY, or should employees be hired by
                               the CONTRACTED PARTY to meet any special demands
                               of either of the CONTRACTING PARTIES, the labor
                               and/or social security indemnities that may fall
                               due thereon will be settled in full by the Party
                               giving rise to such facts or events generating
                               the respective liability. The Parties hereby
                               agree that all and any migration of the employees
                               of the CONTRACTING PARTIES to the CONTRACTED
                               PARTY is hereby forbidden, when implying any
                               reduction in the wages thereof.

      4.1.26      Assume liability either directly or through redress, solely
                  and exclusively for the supply of all Collective and
                  Individual Protection Equipment required to preserve the
                  integrity of its employees, as well as requiring the use,
                  conservation and replacement thereof, whenever required by the
                  services to be rendered and in strict compliance with the
                  rules and standards issued by the Ministry of Labor.

      4.1.27      Notify the CONTRACTING PARTIES as soon as possible and
                  depending on the specific case, of any fiscal, tax, labor and
                  social security proceedings, even if interpretive by nature,
                  that may give rise to any costs or risks of any type
                  whatsoever for either or both of the Companies.

      4.1.28      Notify the CONTRACTING PARTIES of the Municipal Registration
                  Number(s) of the establishment(s) responsible for rendering
                  the respective services through presentation of copies of the
                  Registration Cards for the Municipality in which the Service
                  Tax (ISS) is payable.

      4.1.29      Issue a declaration of payment of the Service Tax (ISS) with
                  the following information: municipal payment slip numbers;
                  amounts; ISS bracket due on each invoice, and the ISS
                  Municipal Law and Article applicable thereto.

      4.1.30      Each month, present the CONTRACTING PARTIES with the
                  documentary proof of payment of the Service Tax (ISS) (copy of
                  the municipal payment slip or document) identifying the
                  Invoices (Notas Fiscais) addressed to the CONTRACTING PARTIES
                  and constituting the full amount paid in.

                  4.1.30.1    Total or partial non-compliance with the
                              obligations listed above and/or any lack of
                              regularity in the above-mentioned documents, in
                              addition to noting any flaw in compliance with the
                              legal and contractual obligations of the
                              CONTRACTED PARTY in terms of the Municipal, State
                              and/or Federal Tax Administrations may result in
                              the rescission of the AGREEMENT pursuant to the
                              provision in line "D" of Item 15.2.

      4.1.31      Accept liability either directly or through redress, solely
                  and exclusively for all losses, damages, compensation,
                  indemnity, fines, Court and administrative decisions and any
                  other expenses incurred as a result of any actions and/or
                  omissions on the part of its employees, agents,
                  representatives, outsourced workers, contracted and/or third
                  parties through the performance of the services covered by
                  this AGREEMENT, caused to the CONTRACTING PARTIES as well as
                  to third parties, up to the financial ceiling discussed and
                  agreed previously among the Parties as stipulated in Item
                  4.1.4 above the respective Sub-Items thereof.

      4.1.32.     Store in safekeeping and protect all documents, materials and
                  equipment delivered by

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                  the CONTRACTING PARTIES, in addition to those owned by the
                  CONTRACTED PARTY with the trademarks, brand names and / or
                  logos of the CONTRACTING PARTIES, under the strictest control,
                  reliability and security scheme, which should be used solely
                  and exclusively in strict compliance with the Clauses and
                  conditions stipulated in this AGREEMENT. The CONTRACTED PARTY
                  should deploy the same efforts to safeguard and ensure the
                  security of the materials and equipment of the CONTRACTING
                  PARTIES that would be expected for its own property, returning
                  them whenever requested to do so by either or both of the
                  CONTRACTING PARTIES.

                  4.1.32.1    On termination of this AGREEMENT for any reason
                              whatsoever, the CONTRACTED PARTY should: (i)
                              return the materials and equipment owned by the
                              CONTRACTING PARTIES; (ii) destroy the trademarks,
                              brand names and / or logos of the CONTRACTING
                              PARTIES affixed to the equipment and materials
                              used or made available to the CONTRACTED PARTY as
                              a tool for rendering the services covered by this
                              AGREEMENT.

                  4.1.32.2    Non-compliance with the obligations stipulated in
                              Sub-Item 4.1.32.1 will result in the allocation of
                              liability for losses and damages caused to the
                              CONTRACTING PARTY and / or third parties, in
                              addition to the penalties stipulated in this
                              AGREEMENT, with its legal representatives being
                              held liable before the Civil and Criminal Courts
                              for the actions and / or omissions assigned
                              thereto up to the limit of the percentage amount
                              previously discussed and agreed among the Parties,
                              with regard to the civil liability, and as
                              stipulated in Item 4.1.4 above and the respective
                              Sub-Items thereof.

      4.1.33      Facilitate the actions of the CONTRACTING PARTIES for
                  overseeing, inspecting and auditing all phases of the services
                  that have been or may be requested to the CONTRACTED PARTY.

      4.1.34      By the 5th (fifth) business day of each month, supply the
                  CONTRACTING PARTIES with Management and Supervision Reports as
                  specified in each Chart, not excluding the technological
                  possibility of supplying such Reports at any time within no
                  more than 24 (twenty four) hours of receipt of a written
                  request from either or both of the CONTRACTING PARTIES for
                  additional information and data that may be requested on the
                  services performed.

      4.1.35      Properly protect the assets of the CONTRACTING PARTIES,
                  striving to conserve its facilities, equipment, furniture and
                  fittings when the AGREEMENT requires the services to be
                  rendered on the premises of the CONTRACTING PARTIES, keeping
                  the place where the services are rendered in flawless
                  conditions of conservation and cleanliness during the
                  rendering of such services and at the end of the performance
                  thereof.

      4.1.36      Be held solely and exclusively liable either directly or
                  through redress for the use of inventions, trademarks, brand
                  names, patents, literary works, drawings or equivalent during
                  the rendering of the services, when protected by current Law,
                  paying the necessary fees for the copyright, author's rights
                  and / or intellectual rights of third parties, as well as the
                  fees owed to the Brazilian Copyright Association (ECAD) or
                  other competent authorities, under penalty of being held fully
                  liable for losses and damages of any type whatsoever caused
                  thereby to the CONTRACTING PARTIES and / or third parties up
                  to the limit previously discussed and agreed among the Parties
                  and as

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                  stipulated in Item 4.1.4 above and the respective Sub-Items
                  thereof. The CONTRACTED PARTY will not be held liable for
                  damages caused through the use of any intellectual property
                  assigned by the CONTRACTING PARTIES in an irregular manner,
                  without the prior acquiescence of the holder of the respective
                  right.

      4.1.37      Keep its registration data up to date with the CONTRACTING
                  PARTIES, advising them of all and any alterations that may
                  occur, particularly banking data, always providing such
                  information in writing through a document signed by the
                  duly-accredited legal representative of the CONTRACTED PARTY.

      4.1.38      Perform the services contracted without adversely affecting
                  the characteristics and the flawless functioning of the
                  existing systems and infrastructure, such as
                  telecommunications, information technology and the electrical
                  and hydraulic networks, without harming the environment or
                  damaging the facilities of the CONTRACTING PARTIES.

      4.1.39      Comply strictly with the deadlines for rendering the
                  contracted services, assuming liability for all losses and
                  damages that the CONTRACTING PARTIES may incur directly or
                  indirectly, due to any delays in rendering the services at the
                  sole fault of the CONTRACTED PARTY. The liability of the
                  CONTRACTED PARTY will be limited to the percentage amount
                  stipulated in Item 4.1.4 above and the respective Sub-Items
                  thereof, including direct and indirect damages that may be
                  caused to the CONTRACTING PARTIES or third parties involved or
                  not with the services rendered under this CONTRACT.

      4.1.40      At its sole expense, re-do either fully or partially all
                  services that the CONTRACTING PARTIES deem to be flawed or not
                  in compliance with the data and instructions provided in
                  advance, and naturally provided that: (i) the indicated
                  irregularities are proven; and (ii) the CONTRACTED PARTY is
                  guaranteed the right of defense through appeals that may be
                  lodged within 10 (ten) business days as from receipt of the
                  complaints forwarded by the CONTRACTING PARTIES.

                  4.1.40.1    Any delay on the part of the CONTRACTED PARTY in
                              rectifying the faults proven to have been caused
                              by the services will endow the CONTRACTING PARTIES
                              with the right to introduce the modifications
                              deemed opportune thereby, charging the costs
                              arising therefrom, if duly proven, through issuing
                              an invoice for payment by the CONTRACTED PARTY
                              within 72 (seventy two) hours.

CLAUSE FIVE: OBLIGATIONS OF THE CONTRACTING PARTIES

During the term of this AGREEMENT, and without adversely affecting their other
      obligations accepted under penalty of immediate rescission hereof, the
      CONTRACTING PARTIES agree to give preference to the CONTRACTED PARTY
      whenever contracting any of the services listed in Annex I hereof.

      5.1.2       The CONTRACTING PARTIES hereby agree to obtain quotes always
                  from the CONTRACTED PARTY for the amounts related to all and
                  any type of service rendered thereby that it may require, with
                  the Parties agreeing on this respect with the matters
                  stipulated in Sub-Item 5.1.2 below.

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      5.1.3       Should the CONTRACTING PARTIES decide to obtain more than one
                  quote for the performance of a specific service covered by
                  this AGREEMENT, and should they receive a quote from the
                  CONTRACTED PARTY whose value is equivalent to the average
                  market value and / or of the other Bids submitted by
                  competitor enterprises, the CONTRACTING PARTIES should
                  mandatorily decide to perform the respective services through
                  the CONTRACTED PARTY. However, this assumes that the
                  CONTRACTED PARTY guarantees that the services will be rendered
                  in compliance with all the quality requirements desired by the
                  CONTRACTING PARTIES.

5.2   Should the services covered by this AGREEMENT be reconfigured at the
      request of the CONTRACTING PARTIES, requiring the allocation of operations
      to other physical areas or substantial alterations to the configurations
      originally contracted for the services, the respective costs thereof will
      be borne by the CONTRACTING PARTIES.

CLAUSE SIX: SITES WHERE THE SERVICES WILL BE RENDERED

6.1   The CONTRACTED PARTY hereby agrees to render the services covered by this
      AGREEMENT at the sites defined by the Parties, which should be indicated
      in the Service Orders to be issued by the CONTRACTING PARTIES.

CLAUSE SEVEN: EXPANSION AND REDUCTION

7.1   The services to be requested by the CONTRACTING PARTIES from the
      CONTRACTED PARTY may be increased or reduced, due to contextual, economic,
      financial or performance factors.

      7.1.1       In case of any expansion, the CONTRACTING PARTIES will accept
                  responsibility for paying the respective financial increase
                  that will always be calculated in compliance with the matters
                  covered or that may be covered by Annex I hereof, as agreed by
                  the Parties.

      7.1.2       In compliance with the indexes listed in Annex I hereof, the
                  Parties hereby agree that the CONTRACTING PARTIES may reduce
                  one or all of the services requested by the CONTRACTED PARTY.

      7.1.3       Should the annualized sum of the reductions mentioned in Item
                  7.1.2 not result in a loss of more than 10 (ten) percentage
                  points of the annual revenues of the CONTRACTED PARTY brought
                  in through performing the services covered by this AGREEMENT,
                  the fine stipulated in Annex I hereof will not be applied.

CLAUSE EIGHT: PRICES

8.1   The amount estimated as due each year throughout the duration of this
      AGREEMENT is R$ 550,000,000.00 (five hundred and fifty million Reais).
      This amount is merely an estimate, with the CONTRACTED PARTY consequently
      not having any acquired right thereto, which is why nothing will be owed
      as reimbursement should the Service Orders issued by the CONTRACTING
      PARTIES fail to reach the total estimated amount.

8.2   In order to render the services contracted hereby, the CONTRACTING PARTIES
      will pay the CONTRACTED PARTY the amounts calculated as due on a monthly
      basis, based on the

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      Service Orders issued or to be issued in future, in addition to the prices
      listed in the Charts constituting Annex I hereof. The payments will always
      be made by the CONTRACTING PARTIES within 15 (fifteen) days after the end
      of the calculation period stipulated for each service that may be rendered
      by the CONTRACTED PARTY, with the CONTRACTED PARTY necessarily forwarding
      to the CONTRACTING PARTIES, on this matter, the respective collection
      document or documents up to 10 (ten) days prior to the respective due date
      or dates thereof.

8.3   Any services not covered in this AGREEMENT that may be requested by either
      or both of the CONTRACTING PARTIES will be subject to prior adjustment as
      stipulated in Annex I -- "Description and General Conditions of the
      Services Rendered", which should be signed by the duly-accredited legal
      representatives of the Parties involved. Once signed by the Parties, the
      respective inclusions or modifications will be included in Annex I that
      constitutes an integral and inseparable part of this CONTRACT.

8.4   Should calls overflow from one site to another, the billings for the
      corresponding services will be calculated on the basis of the site at
      which the services are rendered, with the place of origin of the call not
      being taken under consideration.

8.5   The prices stipulated in this AGREEMENT do not include the costs of
      Telecommunications and Mail services, which is why such facilities should
      be made available by the CONTRACTING PARTIES for rendering the services
      covered by this AGREEMENT, at no cost to the CONTRACTED PARTY.

8.6   The prices stipulated in the Charts constituting Annex I hereof should be
      restated on an annual basis, although in May and based on 95% (ninety five
      per cent) of the IGP-DI Index disclosed by the Getulio Vargas Foundation
      for the respective period.

      8.6.1       Any new service that may be included under this AGREEMENT that
                  has not been rendered for 1 (one) year by the month of May
                  subsequent to the contracting thereof, will be restated only
                  in May the following year during the subsequent annual price
                  restatement, after the service has been rendered for 1 (one)
                  year, with the Parties hereby agreeing to apply the
                  restatement indicator defined in Item 8.6 above on a pro rata
                  diem basis, calculated from the starting date of the service
                  in question.

CLAUSE NINE: BILLING AND PAYMENT

9.1   The billing for the services rendered should be undertaken by the
      CONTRACTED PARTY through forwarding the respective invoices to the
      CONTRACTING PARTIES. As agreed among the Parties, the invoices should
      always be accompanied by Reports describing the services rendered. The
      CONTRACTING PARTIES do not accept liability under any circumstances
      whatsoever for the payment of any services requested through means other
      than those defined in the body of this document.

9.2   The collection documents should be issued and delivered against signed
      receipt by the CONTRACTED PARTY at the fiscal offices of the CONTRACTING
      PARTIES and / or their respective branches up to 10 (ten) days prior to
      the respective due date or dates thereof, under penalty of the CONTRACTING
      PARTIES delaying payment of the invoices forwarded thereto, should this
      not occur, by the same number of days in which the delivery thereof is
      delayed by the CONTRACTED PARTY.

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9.3   The invoices should be forwarded by the CONTRACTED PARTY to the addresses
      stipulated in the respective Service Orders.

9.4   The CONTRACTING PARTIES may query any invoice and / or collection document
      either fully or partially, that may be presented by the CONTRACTED PARTY.
      All and any queries should be presented within 10 (ten) days of receipt of
      the Invoice (Nota Fiscal) and / or the respective collection document,
      with the CONTRACTING PARTIES necessarily doing so through formal
      correspondence presenting the reasons why they wish to query the Invoice
      (Nota Fiscal) and / or the respective collection document.

      9.4.1       The Parties hereby agree that, regardless of the reason why
                  the CONTRACTING PARTIES may decide to query either fully or
                  partially any Invoice (Nota Fiscal) and / or collection
                  document forwarded thereto by the CONTRACTED PARTY, the
                  respective amounts should be paid normally.

      9.4.2       On the other hand, should the CONTRACTED PARTY not agree with
                  the reasons prompting the query by the CONTRACTING PARTIES,
                  the matter should be settled by the Financial Directors or
                  Chief Financial Officers of the CONTRACTING PARTIES and the
                  CONTRACTED PARTY at a meeting to be held within 10 (ten) days
                  as from receipt of the formal correspondence to be forwarded
                  by the CONTRACTED PARTY.

      9.4.3       Should the Parties agree that the CONTRACTING PARTIES are
                  correct in terms of the query submitted, the CONTRACTED PARTY
                  should consequently reimburse the CONTRACTING PARTIES through
                  direct payment within 72 (seventy two) hours.

      9.4.4       Should the Parties fail to reach a friendly solution through
                  the good offices of their Financial Directors or Chief
                  Financial Officers, they may turn to arbitration in order to
                  settle the respective dispute, as stipulated in Clause Twenty
                  Five of this CONTRACT.

9.5   The payments owed by the CONTRACTING PARTIES should be settled through
      depositing the respective amount in the current accounts indicated by the
      CONTRACTED PARTY on the respective invoices.

9.6   The CONTRACTED PARTY is responsible for settling with the Municipal, State
      and Federal Civil Service Departments all social security, fiscal, labor,
      welfare and commercial taxes, dues and levies applicable to the purpose of
      the AGREEMENT, in addition to undertaking the respective payment thereof
      and noting the information required by Brazilian Law and the CONTRACTING
      PARTIES on the Invoices (Notas Fiscais) issued thereby.

9.7   The CONTRACTING PARTIES should always make payment to the CONTRACTED PARTY
      within the 15 (fifteen) day period following the end of the calculation
      period established for each service that may be rendered by the CONTRACTED
      PARTY, with the CONTRACTED PARTY forwarding the collection document or
      documents for this purpose to the CONTRACTING PARTIES up to 10 (ten) days
      prior to the respective due date or dates thereof, as stipulated in itens
      8.2 and 9.2 above.

      9.7.1       Should the CONTRACTED PARTY formally express interest in
                  postponing receipt of its monthly invoices, so that the
                  payment covered in Item 9.7 above is undertaken on annual
                  bases and provided that such request for this alteration is
                  mandatorily valid for at least 3 (three) years, it is hereby
                  agreed among the parties

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                  that the amount corresponding to each payment should be
                  restated by the IGP-DI Index issued by the Getulio Vargas
                  Foundation.

9.8   Releases and / or approvals of the collection documents will be undertaken
      only against documentary proof provided by the CONTRACTED PARTY, if and
      when requested by the CONTRACTING PARTIES, of the payment of any taxes or
      social security levies that may fall due on the contracted services.

CLAUSE TEN: PENALTIES

10.1  Any delay or fault in compliance with the obligations assigned to the
      CONTRACTED PARTY, and provided that that such events are proven, will
      result in the fines being imposed as stipulated in Annex I hereof, as well
      as the related compensation, up to the ceiling stipulated in Item 4.1.4
      and the respective Sub-Items thereof.

10.2  The CONTRACTED PARTY acknowledges that it should comply with the Service
      Targets established by the CONTRACTING PARTIES, being held liable for any
      possible future fines that may be imposed, should the reason for such
      failure to meet the target be the sole and exclusive responsibility
      thereof, as well as for any indemnities and penalties applicable thereto
      up to the amount agreed previously among the Parties as stipulated by Item
      4.1.4 above and the respective Sub-Items thereof.

10.3  Should any delay occur in the settlement of the payments for which the
      CONTRACTING PARTIES are liable, the amounts due will be restated
      monetarily on the basis of the variation in the General Price Index -
      Domestic Availability (IGP-DI) issued by the Getulio Vargas Foundation, or
      the official index that may replace it, with the above-mentioned
      restatement being calculated on a pro rata diem basis from the due date
      through to the effective payment date thereof, in addition to late payment
      interest of 1% (one per cent) per month and a fine of 2% (two per cent) on
      the amount in arrears.

CLAUSE ELEVEN: GUARANTEE

11.1  The CONTRACTED PARTY will guarantee the quality of the services to be
      requested by the CONTRACTING PARTY as stipulated in the Performance
      Ratings (SLAs) to be signed by the Parties.

11.2  Throughout the period during which the services are rendered under this
      AGREEMENT, the CONTRACTED PARTY will undertake any repairs that may be
      required in order to maintain the characteristics specified herein at no
      cost to the CONTRACTING PARTIES, should it be held liable for such
      matters.

11.3  The services covered by this AGREEMENT will be provided with guaranteed
      quality, in compliance with the requirements and specifications
      established through the AGREEMENT, with no need for systematic inspection
      and control of the services by the CONTRACTING PARTIES.

11.4  The CONTRACTED PARTY hereby agrees to allow free access for the technical
      staff of the CONTRACTING PARTIES or the agents and representatives
      appointed thereby, allowing them to remain on the premises and monitor the
      services related to the purpose of this AGREEMENT, without introducing any
      obstacles unless formally proven by the Parties that such inspections will
      adversely affect the normal progress of the services in question.

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CLAUSE TWELVE: NON-DISCLOSURE

12.1  This AGREEMENT and the Clauses, conditions, terms and Annexes hereof, in
      addition to the technical, economic and financial information exchanged
      and generated between the CONTRACTING PARTIES and the CONTRACTED PARTY
      will be treated as confidential data disclosed for the sole purpose of
      allowing the performance and implementation of the services that may be
      requested under this AGREEMENT.

12.2  This AGREEMENT, as well as the Clauses, conditions, terms and Annexes
      hereof, and the technical, economic and financial information exchanged
      and generated among the Parties should be kept highly confidential, with
      the Parties consequently not being empowered to exploit, publicize or in
      any other manner whatsoever provide third parties that have no connections
      whatsoever with this AGREEMENT with knowledge of any of the confidential
      information disclosed thereto, either fully or partially.

      12.2.1      Each Party may disclose such confidential information only
                  with the prior express consent of the other Parties, except in
                  the cases covered in Items 12.5 and 12.6 below, whereby each
                  Party will be released from the obligation to obtain the prior
                  express consent of the others.

12.3  The Parties hereby agree that all and any technical data, economic and
      financial information and the specific expertise that they may have
      disclosed to each other either directly or indirectly prior to the
      performance date of this AGREEMENT, even if occurring under the aegis of a
      non-disclosure agreement, or in any other manner whatsoever, will be
      subject to the safeguards stipulated below for matters considered and
      defined as constituting exclusive or confidential information.

      12.3.1      For the purposes of this AGREEMENT, "Confidential Information"
                  will be taken as meaning the items listed below, regardless of
                  the manner of communication that gave rise to them, it is
                  stressed.

                  A.    Patents and know-how held directly by the Parties or
                        through one or more licenses granted by the National
                        Industrial Property Institute (INPI) or any other
                        international entity qualified to do so;

                  B.    All and any technical data, information and expertise
                        that the Parties may legally own on the performance date
                        of this AGREEMENT or at any time thereafter related to
                        or arising from the implementation of the services;

                  C.    All and any commercial secrets, industrial secrets,
                        trade secrets and confidential information that the
                        Parties signing this document may currently have or have
                        in the future;

                  D.    All and any drawings, specifications, materials
                        listings, training and operations manuals, documentary
                        or electronic materials, technical data, information and
                        knowledge included or related to any equipment designed
                        and manufactured by or on behalf of the Parties;

                  E.    Any technical data, information and expertise of the
                        Parties obtained at any time after the performance date
                        of this AGREEMENT, whether verbal,

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<PAGE>
                        documentary or electronic, patented or not, or with
                        copyright registered by the Parties and whether or not
                        developed by the Parties or obtained thereby from third
                        parties.

      12.3.2      For this purposes of this AGREEMENT, information covered by
                  the following hypotheses will not be deemed confidential:

                  A.    Information that, on disclosure, was already fully or
                        partially within the public domain, or that, after
                        having been disclosed under the aegis of this AGREEMENT,
                        moved into the public domain through either a
                        publication, disclosure or some other authorized source,
                        and provided that such fact occurred due to the fault or
                        malice of the Party receiving the information;

                  B.    Information already known to the recipient Party,
                        provided that it can prove through written or magnetic
                        matter that it already had access to the information
                        entrusted thereto by the disclosing Party before
                        receiving it, and that such information was not obtained
                        directly or indirectly from the disclosing Party;

                  C.    Information demonstrated by the recipient Party as
                        having been received from a third party free from any
                        constraints regarding the disclosure and use thereof,
                        and was not obtained directly or indirectly from the
                        disclosing Party;

                  D.    Information that must be disclosed to third parties
                        under a Court Order, Law, Decree Law, Decree, Edict or
                        any other act issued by a Government Authority; in this
                        case the Party receiving the information should promptly
                        and immediately notify the other Party of the reason why
                        it is being compelled to disclose the confidential
                        information, unless forbidden to do so by a Court Order,
                        Law, Decree Law, Decree, Edict or any other act
                        emanating from a Government Authority, in order to allow
                        the other Party to apply for an injunction protecting it
                        against the need to disclose such information or
                        possibly waive either totally or partially the right to
                        confidentiality arising from this AGREEMENT.

12.4  The Parties will not be exempt from the obligation to keep confidential
      and not disclose specific confidential information received as a result of
      the signature of this AGREEMENT, based merely on the assumption that this
      is covered in the general conditions stipulated in Items "a", "b" or "c"
      of the previous Item.

12.5  The Parties may disclose confidential information to their officers,
      directors, employees, guarantor institutions, financial institutions,
      banks (including the financial agent) and the regulatory agencies whenever
      required for the performance of the services covered by this AGREEMENT, in
      order to comply with some legal requirements or with the specific purpose
      of obtaining financing and / or undertaking financial transactions in
      order to bring in funds.

12.6  The Parties may disclose information that they become aware of through
      this AGREEMENT to their affiliate companies that, for the purposes of this
      AGREEMENT, are deemed to be those that are the direct or indirect
      subsidiaries thereof, or that on the other hand are the direct or indirect
      subsidiaries of a company that is direct or indirect parent company
      thereof. For the purposes of this AGREEMENT, the Parties hereby agree that
      the words "subsidiary" or "control" expresses the status of a company
      holding at least 51% (fifty one per cent) of the equity capital

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      of a limited liability company or 51% (fifty one per cent) of the voting
      shares of a stock-issuing business corporation. On the other hand, the
      above-mentioned affiliate enterprises also agree to keep all information
      confidential of which they may become aware.

12.7  The confidential information disclosed under the aegis of this AGREEMENT
      will be the property of the Parties, as applicable, being empowered to
      request the recipient Party to return such information, should they wish
      to do so and as applicable, through forwarding a written notification. The
      recipient Party will have 30 (thirty) days as from receipt of the
      above-mentioned notification to return the original document, tapes and
      other means of transmitting data and information that may have been
      supplied thereto by the disclosing Party, and should also destroy all
      copies (print-outs, electronic or magnetic) during this period that may
      have been produced and that are the property thereof, or the persons to
      whom such confidential information was disclosed.

CLAUSE THIRTEEN: NON-EXISTENCE OF EMPLOYMENT LINKS

13.1  Rendered with the zeal, efficiency, promptness and ethics required in each
      case, the services contracted hereby will be provided with technical
      independence, and with no relationship of exclusivity and hierarchical
      subordination, with it being hereby established that, as corporate legal
      entities established under Brazilian Private Law that are completely
      autonomous and independent among themselves, this AGREEMENT does not
      establish and / or constitute any type of employment link with any other
      Party among the professionals assigned by the CONTRACTED PARTY and the
      CONTRACTING PARTIES to perform the services covered by this agreement,
      with each of them remaining fully liable for payment of all labor and
      social security levies, as well as the Employee Severance Indemnity Fund
      (FGTS) payments for their own staff, among others.

13.2  This document does not endow the Parties with any powers to act
      independently on behalf of any other, whether related or not to the
      services rendered, with no Party being empowered to accept any obligations
      on behalf of any other unless expressly authorized to do so.

13.3  This AGREEMENT does not establish or constitute any type of partnership,
      company, agency, association, consortium or joint venture among the
      Parties.

CLAUSE FOURTEEN: DURATION OF AGREEMENT AND WITHDRAWAL

14.1  This AGREEMENT will enter into effect on the signature date thereof and
      will remain in effect for periods varying from 5 (five) to 6 (six) years,
      depending on the services rendered. The periods during which the services
      will be rendered by the CONTRACTED PARTY are listed for each service in
      Annex I hereto, which will be automatically renewed for 5 (five) years at
      the end of the respective periods, in compliance with the provisions in
      Item 14.1.1.

      14.1.1      Should any of the Parties decide not to renew one or more of
                  the services rendered under this AGREEMENT, the Party in
                  question should notify the other Party in writing with advance
                  notice of 180 (one hundred and eighty) days.

14.2  All the Clauses and Items in this document remain unchanged in terms of
      the automatic extension mentioned above, unless the Parties specifically
      decide otherwise on one or more Clauses or Items and provided that any
      alterations that may be undertaken are covered by Deeds of Amendments duly
      signed by the signatories of this document or by the accredited legal
      representatives of both companies.

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CLAUSE FIFTEEN: RESCISSION

15.1  This AGREEMENT may be rescinded by any of the Parties through forwarding
      prior notice of 180 (one hundred and eighty) days as from the 5th (fifth)
      year of this document.

15.2. The AGREEMENT may be rescinded at any time with no need for prior notice
      from any of the Parties in the following hypotheses:

      A.    Acts practiced by the Parties that, at the discretion of the
            adversely affected Party, result in the denigration of its good
            business name or a proven reduction in the quality levels of the
            services rendered;

      B.    Halt in the services without due cause and / or prior notification
            forwarded to the CONTRACTING PARTIES;

      C.    Repeated faults in the performance of the services contracted or
            compliance with the obligations required through this document;

      D.    Failure to prove compliance with social security, labor, tax or
            fiscal obligations;

      E.    Suspension by the competent authorities of the services rendered
            under this AGREEMENT due to a breach of the legal provisions in
            effect;

      F.    Decree of bankruptcy, filing under Chapter 11, entry into
            receivership and dissolution of any of the Parties;

      G.    Alteration to the Articles of Incorporation, By-Laws, purpose and /
            or structure of the CONTRACTED PARTY such as a merger, split or
            take-over resulting in the divestment of the control thereof to a
            company in the same field of economic activity as the CONTRACTING
            PARTIES or that adversely affects the proper performance of the
            AGREEMENT;

      H.    Occurrence of Act of God or force majeure, duly proven and
            preventing compliance with the AGREEMENT; when only partial
            compliance with the AGREEMENT is possible, the CONTRACTING PARTIES
            and the CONTRACTED PARTY may decide between partial compliance and
            rescission of the AGREEMENT.

15.3  In case of rescission of this AGREEMENT due to any of the hypotheses
      listed above in Item 15.2, other than the occurrence covered in Sub-Item H
      of the above-mentioned Item 15.2, the Party giving rise to the rescission
      will pay the injured Party a non-compensatory rescissory fine in an amount
      equivalent to 10% (ten per cent) of the amount estimated as due each year
      under this AGREEMENT, pursuant to the provisions in Item 8.1, without
      adversely affecting the losses and damages that may eventually be due
      thereby. This fine will not be imposed when applicable to payments in
      arrears, in which case the specific penalties stipulated in this document
      will be applied, as agreed among the Parties.

CLAUSE SIXTEEN: SUBCONTRACTING, ASSIGNMENT OR TRANSFER

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16.1  The CONTRACTED PARTY may not sub-contract, assign or transfer the
      obligations assigned thereto under this AGREEMENT to third parties without
      prior written authorization from the duly-accredited legal representatives
      of the CONTRACTING PARTIES.

16.2  Authorization for total or partial sub-contracting will not exempt the
      CONTRACTED PARTY from full liability for compliance with all the terms and
      conditions of this AGREEMENT, especially compliance with the schedule and
      labor, social security, tax and fiscal obligations as stipulated in Item
      3.1.5 of Clause Three hereof.

16.3  The authorization to sub-contract may be revoked by the CONTRACTING
      PARTIES at any time with 30 (thirty) days advance notice, without such
      revocation endowing the CONTRACTED PARTY with the right to reimbursement
      for any damages or the extension of the date stipulated for the full
      performance of the purpose of the AGREEMENT.

16.4  All the Clauses of AGREEMENT will be automatically applicable to any
      sub-contracting agreement that may be signed by the CONTRACTED PARTY,
      which will remain directly and solely liable to the CONTRACTING PARTIES
      for strict compliance with the legal and contractual obligations of such
      sub-contractor.

CLAUSE SEVENTEEN: ALTERATION TO THE CONTRACT

17.1  Any alterations to the contractual obligations will be valid only through
      signature of Deeds of Amendments signed by the duly-accredited legal
      representatives of the Parties.

CLAUSE EIGHTEEN: FORCE MAJEURE

18.1  Acts of God or force majeure will constitute exclusionary factors for
      liability as stipulated in Article 393 of the Brazilian Civil Law Code.

18.2  The Party or Parties adversely affected by Act of God or force majeure
      should notify the other immediately and in writing of the extent of the
      matter and the estimated period during which it (they) will be prevented
      from complying with its (their) obligations arising from the AGREEMENT or
      the length of time during which it (they) will be obliged to delay such
      compliance, being bound to notify the other Party when the effects thereof
      cease.

18.3  Should the occurrence of Act of God or force majeure adversely affect the
      performance of the obligations arising from the AGREEMENT by one of the
      Parties only partially, the adversely affected Party should comply with
      the obligations not affected by the occurrence of the Act of God or force
      majeure, provided that the other Party or Parties still wish to continue
      the AGREEMENT.

18.4  Any interruptions in the services caused by force majeure or Act of God
      will result in new contractual conditions and periods being established as
      agreed between the Parties, when the effects thereof cease, established
      through a Deed of Amendment and provided that the continuation of the
      services rendered is in the interests of all the Parties.

CLAUSE NINETEEN: SOCIAL ACCOUNTABILITY AND THE ENVIRONMENT

19.1  The Parties hereby agree not to employ any type of child labor and to do
      their utmost to avoid contracting and / or ordering products or services
      from individuals or corporate legal entities that directly or indirectly
      exploit child labor at any place.

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19.2  The Parties hereby agree to adopt proper measures to prevent combat and
      reduce the significant environmental impacts of the activities undertaken
      through this AGREEMENT.

CLAUSE TWENTY: COMMITMENT TO HEIGHTEN AWARENESS

20.1  During the term of this AGREEMENT, the CONTRACTED PARTY should adopt an
      ethical stance with regard to both the CONTRACTING PARTIES, agreeing to
      respect and obey the behavioral Rules and Guidelines in the Procurement
      Process, whose contents are available on the official Telemar website:
      www.telemar.com.br.

20.2  The CONTRACTED PARTY should be cognizant and in agreement with the Deed of
      Non-Disclosure drawn up by the TELEMAR Procurement Department,
      notwithstanding the fact that this AGREEMENT also involves OI, and that is
      available on the official Telemar website: www.telemar.com.br.

20.3  In case of non-compliance by the CONTRACTED PARTY with the previous items,
      the CONTRACTING PARTY will have the right to rescind this AGREEMENT,
      imposing the penalty stipulated therein up to the financial ceiling
      previously discussed among the Parties and stipulated in Item 4.1.4 and
      the respective Sub-Items thereof.

CLAUSE TWENTY ONE: ANATEL TARGETS

21.1  The CONTRACTED PARTY agrees to undertake all actions required for full
      compliance with the Service Targets established by ANATEL for the
      CONTRACTING PARTIES and listed in the performance parameters given in
      Annex I hereof, in order to ensure the complete performance of the
      services constituting the purpose of this document.

21.2  The CONTRACTING PARTIES will supply the CONTRACTED PARTY with all the
      specifications stipulated by ANATEL for each service site.

21.3  The CONTRACTED PARTY should comply with the Service Targets established by
      ANATEL for the CONTRACTING PARTIES, being jointly liable for any fines
      imposed by this Regulator up to the ceiling discussed previously among the
      Parties and described in Item 4.1.4 and respective Sub-Items thereof,
      should the origin of such non-compliance with the target be the
      responsibility of the CONTRACTED PARTY.

21.4  The CONTRACTING PARTIES will notify the CONTRACTED PARTY of the "Official
      ANATEL Metering Calendar" at the appropriate times, and should they fail
      to do so, the CONTRACTED PARTY will not be obliged to comply with any of
      the items stipulated in this Clause.

CLAUSE TWENTY TWO: APPLICABLE LAW

22.1  The CONTRACTING PARTIES and the CONTRACTED PARTY hereby agree that this
      AGREEMENT, the documents appended hereto and any possible disputes arising
      from the relationship between the Parties should be construed and settled
      respectively in compliance with (i) Brazilian Law; (ii) the rules in this
      AGREEMENT and the documents supporting it; and (iii) based on good rules
      of hermeneutics and interpretation of the Law.

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<PAGE>

CLAUSE TWENTY THREE: GENERAL PROVISIONS

23.1  The CONTRACTED PARTY is forbidden to make use of the trademarks, brand
      names and logos of the CONTRACTING PARTIES without the prior, written
      consent thereof, in addition to any commercial exploitation AGREEMENT of
      the fact that it is rendering services to these Companies.

23.2  The periods stipulated in the AGREEMENT and the Annexes hereof will be
      calculated in consecutive days, excluding the starting date and including
      the final date thereof.

23.3  Should the CONTRACTED PARTY prove that any delay in compliance with this
      obligations is due to delay on the part of the CONTRACTING PARTIES, the
      CONTRACTED PARTY will be granted an extension of no more than the period
      equal to the delay caused by the CONTRACTING PARTIES, for the periods
      covering the activities that depend directly on the activity giving rise
      to such delay. The occurrence of any possible delay in a specific
      obligation may not be claimed by the CONTRACTED PARTY as justification for
      late performance of obligations that are completely unconnected to the
      obligation in arrears.

23.4  Any early compliance by one of the Parties will not oblige any other Party
      to perform its obligations prior to the date stipulated in this AGREEMENT
      and Annex I hereof.

23.5  Should any Clause, Deed or Provision in this AGREEMENT be declared null or
      non-enforceable, such nullity or non-enforceability will not adversely
      affect any other Clauses, Terms of Provisions herein, which will remain
      fully effective and with all legal effects arising therefrom.

23.6  For all issues related to the AGREEMENT, the CONTRACTING PARTIES and the
      CONTRACTED PARTY will act as independent Parties. None of the Parties may
      declare that it has any authority to accept or establish any specific or
      implicit obligation on behalf of any other Party, nor to represent any
      other Party as an Agent or Representative, or in any other function
      whatsoever. It is hereby established that the CONTRACTING PARTIES have no
      liability for any debts and obligations contracted by the CONTRACTED
      PARTY, with the latter or third parties not being empowered to make use of
      this AGREEMENT or any other reason to claim compensation or
      reimbursements, just as the CONTRACTED PARTY has no liability for any
      debts or obligations contracted by the CONTRACTING PARTIES. However, the
      Parties will be liable up to the limits established in this AGREEMENT for
      debts among themselves.

23.7  No condition in this AGREEMENT should be understood as a means of
      establishing a company, joint venture, partnership or commercial
      representation among the Parties, nor any employment link among the
      professionals, agents, representatives, outsourced workers and / or
      sub-contractors of a CONTRACTED PARTY and the CONTRACTING PARTIES, with
      each being solely, exclusive and wholly responsible for their own actions
      and obligations.

23.8  It is specifically and irrevocably stipulated that any tolerance with
      regard to any late performance or non-compliance with the obligations by
      any other Parties, or should the Parties not exercise any rights
      guaranteed under this AGREEMENT or the Law in general, this will not
      constitute any contractual novation or waiver of any of these rights, with
      the Parties being empowered to exercise them at any time.

23.9  The Clauses in this AGREEMENT that are permanent by nature, particularly
      but not limited to those covering third party liabilities, labor, tax,
      social security and fiscal matters, in addition to

                                       20
<PAGE>

      intellectual property rights, copyright, confidentiality and
      non-disclosure, among others will remain valid even after the rescission
      of this AGREEMENT.

23.10 Should any of the Parties be sued through the Civil, Fiscal or Labor
      Courts, either jointly or on a subsidiary basis due to facts or acts
      proven to be the responsibility of another Party or Parties, they are
      hereby authorized to claim reimbursement of amounts improperly expended,
      naturally provided that they provide full and clear documentary proof of
      such facts.

23.11 In addition to the Parties, this AGREEMENT is binding on the successors
      thereto, regardless of the type of succession, for the rights and
      obligations accepted hereby.

23.12 Under penalty of law, the Parties hereby declare that their undersigned
      duly-accredited legal representatives are properly appointed as stipulated
      in their respective Articles of Incorporation and By-Laws, empowered to
      accept the obligations contracted hereby.

23.13 The Clauses of this AGREEMENT consolidate the full understanding of the
      Parties and prevail over any other understanding signed previously on the
      purpose contracted hereby.

CLAUSE TWENTY FOUR: OMISSIONS

24.1  The Parties hereby agree that with regard to any possible future omissions
      noted in this AGREEMENT, the following will be applied in systematic
      order: Brazilian Law, Usage and Customs. However, the Parties may discuss
      any possible future omissions, reaching a consensus on such matters. In
      this case, it will be necessary to sign a Deed of Amendment to the
      AGREEMENT covering the content of this decision on the problem in
      question.

CLAUSE TWENTY FIVE: ARBITRATION COURT

25.1  All disputes, disagreements or claims arising among the Parties related to
      the construal of the terms of this AGREEMENT and / or the performance or
      settlement of the obligation stipulated herein, and / or the breach of any
      terms and conditions hereof, including the failure to comply with any
      obligation stipulated herein by any of the Parties, as well as any failure
      to reach a friendly solution after any Invoice (Nota Fiscal) and / or
      collection document has been queried by the CONTRACTING PARTIES, should be
      definitively settled in compliance with the Regulations issued by the
      Reconciliation and Arbitration Chamber, Getulio Vargas Foundation
      ("Regulations").

25.2  The arbitration proceedings will be rules by these Regulations, with the
      Reconciliation and Arbitration Chamber, Getulio Vargas Foundation being in
      charge of the administration of the arbitration proceedings. Should these
      Regulations fail to cover any procedural aspects, the Parties hereby agree
      to apply on an ancillary basis and in this order, the Brazilian Procedural
      Laws stipulated in Law N Degrees 9,307/96 and the Brazilian Civil
      Procedural Law Code.

25.3  The Arbitration Court will consist of 3 (three) Arbitration Judges, one
      appointed by the CONTRACTED PARTY, another by the CONTRACTING PARTIES and
      the third Arbitration Judge who will serve as the Chair of the Arbitration
      Court, by the two Arbitration Judges appointed by the Parties. The
      selection of the third Arbitration Judge should take place within 10 (ten)
      days of the appointment of the second Arbitration Judge. Should one of the
      Parties fail to appoint an Arbitration Judge or should the appointed
      Arbitration Judges fail to reach agreement on the third Arbitration Judge,
      the President of the Reconciliation and Arbitration Chamber,

                                       21
<PAGE>

      Getulio Vargas Foundation will be responsible for the appointment thereof
      within a minimum period of 10 (ten) days as from the date on which such
      deadlock or omission is confirmed.

25.4  The Arbitration Proceedings will take place in the City of Rio de Janeiro,
      State of Rio de Janeiro, held in Portuguese.

25.5  The Arbitration Judges should hand down their decision on the basis of the
      applicable Brazilian Law, without applying the Principles of Equity.

25.6  The Parties hereby agree to do their utmost to reach a swift, thrifty and
      fair settlement to any disputes submitted to arbitration.

25.7  The Arbitration Report will be deemed final, definitive and binding on the
      Parties, which expressly any waive any type of appeal against the
      Arbitration Report.

25.8  The Parties may turn to the Courts only in the cases listed below, with
      such conduct not being deemed a waiver of arbitration as the only means of
      settling disputes selected by the Parties: (i) to ensure the institution
      or the Arbitration Proceedings; (ii) to apply for writs protecting their
      rights prior to the establishment of the Arbitration Court; and (iii) to
      execute any decision handed down by the Arbitration Court, excluding but
      not only the Arbitration Report. To do so, the Parties hereby elect the
      Law Courts of the Rio de Janeiro State Assizes as competent to hear and
      hand down decisions on these matters.

25.9  The payment of the arbitration costs will be allocated in compliance with
      the Regulations.

Being in full and fair agreement, the Parties sign this document in 2 (two)
copies of identical content for one single purpose, in the presence of the
undersigned Witnesses..

                       Rio de Janeiro, November 30, 2004.

                _________________________________________________
                                     TELEMAR

                _________________________________________________
                                       OI

                _________________________________________________
                                     CONTAX

Witnesses:

_________________________               _________________________
Name:                                   Name:
CPF/MF:                                 CPF/MF:

                                       22
<PAGE>

     ANNEX I -- DESCRIPTION AND GENERAL CONDITIONS OF THE SERVICES RENDERED

<TABLE>
<CAPTION>
                                                                    Page
<S>                                                                 <C>
1 - BUSINESS SERVICES                                               A-2
2 - LABOR FORCE SERVICES FOR THE MAINTENANCE AND
OPERATIONS AREAS OF TELECOM, SCREENING
AND CUSTOMER SERVICE FACILITIES / TELEMAR STORES                    A-11
3 -- 102 -- INFORMATION                                             A-16
4 - 104 -- SERVICES (TELEMAR CUSTOMER SERVICES)                     A-28
5 - CREDIT RECOVERY UNIT - TELEMAR                                  A-42
6 - VELOX / DVI CUSTOMER SERVICES                                   A-51
7 - CORPORATE CUSTOMER SERVICEs                                     A-59
8 - TELEMAR RETENTION                                               A-67
9 - OI RETENTION                                                    A-83
10 - TELEMAR RETAIL TELEMARKETING                                   A-85
11 - TELEMAR BUSINESS TELEMARKETING                                 A-98
12 - OI TELEMARKETING                                               A-100
13 - OI CUSTOMER SERVICEs                                           A-105
14 - OI BUSINESS                                                    A-137
15 - VELOX THT RETENTION /BUSINESS                                  A-157
16 - OI COLLECTIONS                                                 A-165
17 - TELEMAR OTHER SERVICES                                         A-176
18 - OI OTHER SERVICES                                              A-185
</TABLE>

                                      A-1
<PAGE>

1. Business Services

The annual estimated fee for this service is [*****]

1.1 Services Chart, Prices, General Characteristics, Performance Ratings (SLA).

BILLING: Full Attendance Position (PA)

OPERATING HOURS:

<TABLE>
<CAPTION>
         Services                                    Operating Hours
-------------------------------------       ------------------------------------
<S>                                         <C>
Level 1 Customer Service                    24h X seven days x  week

Relationship and Quality Center (CRQ)       07:30h - 20h - Monday to Saturday

Business Solutions Center (CSE)             06:45h - 20:00h - Monday to Saturday

Hot line (6 hours)

Hot line (8 hours)                          07:30h - 20:00h - Monday to Saturday

Back Office                                 08:00h - 18:00h - Monday to Friday

Business Accounts Analysis (ACE)            07:30h - 20:00h - Monday to Saturday
</TABLE>

                                      A-2
<PAGE>

PRICES BY FULL ATTENDANCE POSITION (PA):

<TABLE>
<CAPTION>
                                                  R$                                   R$
                                                                            (after first three years of
          Services                   (first three years of contract)*               contract)**
--------------------------------     --------------------------------       ---------------------------
<S>                                  <C>                                    <C>
Level I Customer Service                        [*****]                              [*****]

Relationship and Quality Center                 [*****]                              [*****]
(CRQ) (6 hours)

Relationship and Quality Center                 [*****]                              [*****]
(CRQ) (7:12 hours)

Business Solutions Center (CSE)                 [*****]                              [*****]

Hot line (6 hours)                              [*****]                              [*****]

Hot line (8 hours)                              [*****]                              [*****]

Help Desk                                       [*****]                              [*****]

Business Accounts Analysis (ACE)                [*****]                              [*****]
</TABLE>

* Prices with discount during the first 3 (three) years, due to the use of
partially depreciated Call Center assets acquired from Telemar.

**These amounts will be subject to monetary restatement on an annual basis,
pursuant to Clause 8.8 of this Agreement.

GENERAL CHARACTERISTICS:

1.1. Attendance Position (PA)

      1.1.1. The period for implementing the resized new services will depend on
      the technical resources required and the length of time needed to recruit
      and train the Human Resources, specifically for each service required by
      the CONTRACTING PARTY, which should be agreed among the Parties.

      1.1.2. For the current services, the implementation period of this
      resizing process should comply with the duration (in hours) of the
      Training Sessions stipulated for each contracted

                                      A-3
<PAGE>

      service.

      1.1.3. In view of the possibility of the CONTRACTED PARTY providing
      customer services through additional Attendance Positions (PAs), the
      Parties will agree on such increase, in addition to alterations to the
      price thereof, providing collateral covering the amounts due as payment
      thereon.

      1.1.4. In order to handle any possible future campaigns, whose dates
      should be notified by the CONTRACTING PARTY, the increase in the
      stipulated number of Attendance Positions (PAs) should always comply with
      the availability of the site(s) being requested by the CONTRACTED PARTY
      with advance notice of 3 (three) business days, for operations on
      Saturdays, Sundays and Holidays, and with advance notice of 15 (fifteen)
      days for operations on business days. It is hereby established that such
      periods may be altered through common agreement between the Parties.

      1.1.5. The period for contracting the Attendance Positions (PAs) that will
      be included in the services may not be less than 30 (thirty) days.

      1.1.6. Any reduction in the Attendance Positions (PAs) should be requested
      by the CONTRACTING PARTY with advance notice of 15 (fifteen) days and may
      not exceed the permitted reduction limit established for these services,
      with it being hereby agreed that the Parties may concur on a shorter
      period, should this be possible for the Customer Service.

      1.1.7. Should the reduction in the Attendance Positions (PAs) requested by
      the CONTRACTING PARTY result in a fraction, it is hereby agreed that this
      will correspond to the full unit higher than such fraction.

2. BILLING

2.1 Halts in the Operations

      2.1.1 In case of any events that may halt the operations, the causes
      thereof should be identified, in order to establish the appropriate
      responsibilities and liabilities, as follows:

      2.1.2 When the causes are related to personnel management and / or
      maintenance contracts covering the technological facilities, the liability
      will be assigned to the CONTRACTED PARTY, which should issue invoices in
      compliance with the operations effectively carried out.

      2.1.3 When the causes are related to the infrastructure and / or lack of
      investments in technology, the liability will be assigned to the
      CONTRACTING PARTY, which should remunerate the operation considered for
      billing purposes:

            a. Services contracted by the Attendance Position (PA): Billing at
            100% (one hundred per cent) of the Attendance Positions (PAs)
            approved for the period;

                                      A-4
<PAGE>

      2.1.4. For other occurrences, such as partial interruptions, outside
      events, brief downtime or slowdowns in the system that may affect the
      performance of the operations and that were proven to have been caused for
      matters that are the sole responsibility of the CONTRACTING PARTY, it
      should remunerate the CONTRACTED PARTY, replacing the adversely affected
      period by a similar period calculated on the basis of the historical
      records for the 3 (three) previous months.

2.2 Loss of billing information

      2.2.1 In situations where there is a partial or total loss of billing
      information for a period, once all attempts have been exhausted to recover
      the data, the CONTRACTING PARTY should remunerate the CONTRACTED PARTY,
      replacing the adversely affected period by a similar period calculated on
      the basis of the historical records for the 3 (three) previous months.

2.3 The billing for the services contracted by the Attendance Position (PA)
should be undertaken on the basis of the following conditions:

            a. On the 16th (sixteenth) day of the month, the CONTRACTED PARTY
            will calculate the average number of the Attendance Positions (PAs)
            logged on during peak periods (HMM) (average of the 1/2 hours) for
            the business days from the 16th (sixteenth) day of the previous
            month to the 15th (fifteenth) day of the current month, jointly with
            the CONTRACTING PARTY, based on the Reports agreed between the
            Parties, and duly documented.

2.3.1. The Attendance Positions (PAs) will be deemed active when occupied for at
least four consecutive hours logged under any of the status situations listed
below:

            a. In service (conversation, hold and / or post-service);

            b. Paused, provided that this does not exceed 25 minutes;

            c. Waiting to attend.

3. PERFORMANCE RATINGS (SLA)

3.1 SERVICE LEVEL I -- Calls Answered within 10s

<TABLE>
<CAPTION>
          PRODUCTS                            TARGET             CHECKED
          --------                            ------             -------
<S>                                           <C>                <C>
Level 1 Customer Services                       95%               Daily
Relationship and Quality Center (CRQ)           95%               Daily
Business Solutions Center (CSE)                 95%               Daily
Hot Line                                        80%               Daily
Business Accounts Analysis (ACE)                95%               Daily
</TABLE>

3.2 SERVICE LEVEL -- Calls Answered within 20s

                                      A-5
<PAGE>

<TABLE>
<CAPTION>
PRODUCTS            TARGET          CHECKED
--------            ------          -------
<S>                 <C>             <C>
Hot Line            80%               Daily
</TABLE>

3.3 SERVICE LEVELS I & II - ANATEL Metering Day (DDX)

<TABLE>
<CAPTION>
                  OPERATIONS INDICATORS                                     TARGET         CHECKED
                  ---------------------                                     ------         -------
<S>        <C>                                                              <C>            <C>
IND.01     NS I -- % Calls Answered within 10" / Peak Periods (PMMs)          98%          1/2 hour
IND.02     NS II -- % Calls Answered within 35"                              100%          1/2 hour
</TABLE>

4. HUMAN RESOURCES

4.1. Staff Selection

      4.1.1. The following Table presents the curricular requirements to be
      taken into consideration for the recruitment and selection of candidates
      for the Positions listed in this Table:

 <TABLE>
 <CAPTION>
                                                                               Information
  Services           Position        Education             Experience           Technology
  --------           --------        ---------             ----------           ----------
<S>                <C>            <C>              <C>                         <C>
                   Operator I      High School     Information; six months      Windows
                                    Diploma        Customer Services            environment
                                                   (desirable)

Services           Operator II     High School     6 months Operator I          Windows
                                     Diploma       (desirable)                  environment

                   Supervisor     Undergraduate    1 year  Supervisor
                                   (desirable)     Customer Services            Office
                                                   (desirable)
 </TABLE>

4.2. Training

                                      A-6
<PAGE>

      4.2.1. The CONTRACTED PARTY is responsible for training its staff in
      response and negotiation techniques, as well as transferring all the
      training supplied by the CONTRACTING PARTY.

      4.2.2. The CONTRACTING PARTY will be responsible for the Multiplicatory
      Agent Training Sessions required to render the services covered by this
      Annex, such as: training sessions focused on the legacy systems, products
      and services required to perform the operating activities, in addition to
      the costs of such training sessions, but with no responsibility for the
      infrastructure that will transfer these activities to the operators.

4.3. Initial Training

      4.3.1. The following Table presents the Modules constituting the
      Capacity-Building Program for new employees hired by the CONTRACTED PARTY.
      The Parties may update the content of these Programs at any time in order
      to adapt them to the requirements of the operations, provided that common
      agreement is reached thereon.

<TABLE>
<CAPTION>
                                                 OPERATOR      QUALITY MONITOR      Supervisor
                                                 --------      ---------------      ----------
<S>                                              <C>           <C>                  <C>
BEHAVIOR MODULE

Basic Customer Care Procedures.                      X                 X                 X

ORGANIZATION MODULE

Overview of Telecommunications,
Organizational / Institutional Aspects -             X                 X                 X
Telemar.

OPERATIONS MODULE

Legacy Systems, Scripts and Procedures.              X                 X                 X

MONITORING MODULE

Monitoring, Recording and Feedback                                     X
Procedures.

 ADMINISTRATION AND LEADERSHIP MODULE /
Staff and Team Management                                                                X
</TABLE>

                                      A-7
<PAGE>

      4.3.2. The CONTRACTED PARTY should ensure that the operators begin work
      only after having completed the Initial Training Module, having obtained
      grades that comply with the pre-defined approval ratings.

4.4. Capacity-building

      4.4.1. The CONTRACTED PARTY should schedule the Capacity-Building Training
      Sessions on the bases of the following criteria:

BUSINESS GROUP          Monitoring                     20 min/month
                        Training                      360 min/month

      4.4.2. The CONTRACTED PARTY plan ahead and assign high priority to the
      Capacity-Building Training Sessions in order to restore satisfactory
      operator service standards, as described below:

         a. Operators scoring monitoring grades below 85 (eighty five);

         b. Operators with scores below the acceptable standard stipulated in
         the Quality Certification process (CEQUAL);

         c. Unsatisfactory results in the Customer Satisfaction Survey or
         Operator Performance Quality Monitoring services;

         d. Results rated as unsatisfactory by ANATEL in terms of Operator
         conduct;

         e. Alterations to processes, procedures, business rules and / or
         technology affecting the operator services.

      4.4.3. Any hypotheses not covered in this document and situations where
      the volume of Training Sessions required exceeds the implementation
      capacity thereof, will be agreed upon by the Parties.

      4.4.4. The duration of the Capacity-Building Training Sessions should
      comply with the Table in Item 4.4 of this Annex.

      4.4.5. For Capacity-Building purposes, the training times allocated to
      topics and priorities as defined by the Monitoring and Satisfaction
      Surveys Ratings will be taken under consideration, ensuring that the
      duration thereof is assigned to subjects ranked as high priority.

      4.4.6. The Parties should agree on the duration (in hours) of the
      Capacity-Building Training Sessions, required for special responses and
      new services.

                                      A-8
<PAGE>

      4.4.7. The CONTRACTED PARTY should schedule the Training Sessions in
      compliance with the operator workloads, so that the service standards are
      not adversely affected thereby, necessarily sized to the scale of the
      operator capacity-building and training schedules.

      4.4.8. The CONTRACTED PARTY should forward to the training and
      capacity-building schedule for each site to the CONTRACTING PARTY on a
      monthly basis, with information on the services covered by the Training
      Sessions, the number of operators to be trained, duration (in hours), and
      the location of the Training Sessions.

      4.4.9. The CONTRACTED PARTY should forward to the CONTRACTING PARTY a
      Monthly Training Control Report covering the last month and containing
      pertinent information, such as attendance and grades (where applicable).

4.5. Additional Training Sessions

      a. For Training Sessions not covered in Items 4.3 and 4.4, the CONTRACTING
      PARTY should draw up a training schedule for the Multiplicatory Agents,
      lasting no more than 10 (ten) days, to be delivered to the CONTRACTED
      PARTY with advance notice of 2 (two) days prior to the start of the
      Training Sessions. The CONTRACTED PARTY should ensure that its
      Multiplicatory Agents are available, provided that they are not involved
      in other Training Sessions.

      b. The CONTRACTED PARTY should draw up the Operator Training Program with
      the objective of implementing the effective rendering of the services
      within no more than 15 (fifteen) days, as from the end of the
      Multiplicatory Agent Training Sessions.

      c. Should the CONTRACTING PARTY request a Training Plan that requires
      overtime or unforeseen outlays, such outlays will be for the account
      thereof, with such amounts being estimated and agreed among the Parties
      prior to the start of the Training Sessions.

      d. Should the Operator Training Program exceed 10 (ten) days, the
      CONTRACTING PARTY should draw up a training schedule that does not
      adversely affect the Performance Ratings (SLA) of the operations.

5. DURATION

The services listed in this chart will be supplied for a period of 5 (five)
years. On expiry of this period, the supply of the services will be
automatically renewed for 5 (five) years, unless any of the Parties decide
otherwise. Should any of the Parties decide not to extend the contract, it
should notify the other with advance notice of 180 (one hundred and eighty)
days, all as stipulated in Item 14.1 of the Services Agreement regulating the
business relationship in question.

6. REDUCTION OF SERVICE

The Parties hereby agree that the CONTRACTING PARTIES may reduce one or all of
the services constituting this product called "Business Services", rendered by
the CONTRACTED PARTY, provided the respective impact thereof does not result in
an annual reduction of more than [*****] of the revenues posted over the past 12
(twelve) months by the CONTRACTED PARTY for this product.

                                      A-9
<PAGE>

When such reduction exceeds [*****], the additional amount will be considered as
partial rescission, being subject to a rescissory fine in such case equivalent
to the amount corresponding to the amount by which the monthly revenues are
reduced, multiplied by [*****]. This amount should be calculated without
including the [*****] reduction permitted as described above, taking into
consideration only the amount exceeding the reduction limit allowed for the
CONTRACTING PARTY. The fine should be paid by the CONTRACTING PARTY reducing the
services requested from the CONTRACTED PARTY, both adopting this stance and
taking the proportional aspects of the revenues into consideration.

                                      A-10
<PAGE>

2. Jobs Performed by the Labor-Force for the Maintenance and Operations Areas of
Telecom, Screening and Customer Service Facilities - Telemar Stores

The annual estimated fee for this service is [*****]

2.1 Services Chart, Prices, General Characteristics, Performance Ratings (SLA)

BILLING: Administration fee of [*****], on the costs of the services contracted

PRICES:  Administration fee of [*****], on the costs of the services contracted

<TABLE>
<CAPTION>
                 Services                                        Operating Hours
                 --------                                        ---------------
<S>                                                      <C>
Voice Screening -  Off-Site Facilities (Advance          07:00h - 22:00 h - Monday - Sunday
Screening / Conventional Screening / Re-testing)

Data Communications (Screening / Appointment / Circuit
Configuration and Performance Analysis).                 08:00h - 20:00h - Monday - Sunday

Back Office                                              08:00h - 20:00h - Monday - Friday

Specialized Screening - Velox                            24 hours x seven days x week

Public Usage Telephony Facilities (TUP) -  Remote
Supervision System (SSR) Operations                      08:00h - 18:00h - Monday - Sunday

Operations Control                                       08:00h - 18:00h - Monday - Friday

Corporate Bases

Specialized Collections                                  08:00h - 18:00h - Monday - Friday

Screening - WLL Terminals                                07:00h - 19:00 h - Monday - Sunday

Back Office Services                                     08:00h - 18:00 h - Monday - Friday

Support for the Customer Service Operators (OSC)         08:00 to 18:00 h - Monday - Friday
</TABLE>

                                      A-11
<PAGE>

BILLING PERIOD: from the 16th (sixteenth) day of the previous month to the 15th
(fifteenth) day of the current month

LOCATION: Rio de Janeiro, Minas Gerais, Bahia, Pernambuco and Ceara.

<TABLE>
<CAPTION>
Telemar Regional Offices                    Services
------------------------                    --------
<S>                         <C>
                            Voice Screening -  Off-Site Facilities
                            Registration and Designation
                            Data Communications
                            Specialized Screening - Velox
                            Public Usage Telephony Facilities (TUP) -
                            Remote Supervision System (SSR)
     Rio de Janeiro         Operations
                            Operating Control
                            Screening - WLL Terminals
                            Telemar Atende hot line
                            ANATEL Attendance
                            Back Office Services

                            Voice Screening -- Off-Site Facilities
                            Registration and Designation
                            Data Communications
                            Customer Service Operators (OSC) Support
      Minas Gerais          Public Usage Telephony Facilities (TUP) -
                            Operation of the SSR Service
                            Operating Control
                            Corporate Bases
                            Telemar Atende hot line
                            ANATEL Attendance

                            Voice Screening -- Off-Site Facilities
                            Registration and Designation
         Bahia              Data Communications
                            Telemar Atende hot line
                            ANATEL Attendance
</TABLE>

                                      A-12
<PAGE>

<TABLE>
<S>                         <C>
                            Voice Screening -- Off-Site Facilities
                            Registration and Designation
                            Data Communications
       Pernambuco           Specialized Collection
                            Telemar Atende hot line
                            Back Office
                            ANATEL Attendance

                            Voice Screening -- Off-Site Facilities
                            Registration and Designation
                            Data Communications
         Ceara              Customer Service Operators (OSC) Support
                            Telemar Atende hot line
                            ANATEL Attendance
</TABLE>

GENERAL CHARACTERISTICS:

1. BUSINESS FUNCTION

1.1 Voice Screening -- Off-Site Facilities (Conventional Screening / Re-Testing
Activities)

Undertake fault diagnosis activities at subscriber terminals, interviewing
customers, handling complaints, and performing electrical tests at the telephone
Switchboards.

1.2 Registration and Designation (Processing Services / MAT / Facilities
Registration)

Perform Service Order Processing Activities with Number Designations and Network
Facilities, Dealing with Service Orders at the Subscriber Services Pending (PA)
Desk, Terminal Registration and Network Facilities Management, and Switchboard
Programming.

1.3 Data Communications (Screening / Designation / Circuit Configuration /
Performance Analysis) Undertake Screening / Diagnosis, Designation and
Configuration of Faults in Data Communications, Advanced Voice and Velox
Circuits, Monitoring Service Orders and Fault Tickets, and Preparation of
Engineering Project Designs for the Facilities.

1.4 Specialized Screening - Velox

Perform Screening / Diagnosis on Velox Circuits, using the data network and
multi-service network platforms.

                                      A-13
<PAGE>

1.5 Public Usage Telephony Facilities (TUP) / Remote Supervision System (SSR)
Service Monitor the Public Usage Telephony Facilities (TUP), checking that the
Terminals are functioning, identifying faults and assessing tariff issues

1.6 Operating Control

Perform activities related to dealing with significant Faults in the Telecom
Facilities, diagnosing causes, proposing corrective and preventive actions, and
taking steps to deal with complaints from ANATEL prompted by Radio Frequency
(RF) interference.

1.7 Corporate Data bases (Locations / Addresses / Facilities / Numbering Range)

Adjust and synchronize the Locations, Addresses and Facilities Data Bases,
Excluding Duplicate Records for Locations and Addresses, Including Numbering
Ranges in the National and International Numbering Bases. Maintain the Integrity
of these Records.

1.8 Specialized Collections

Perform activities related to contact with customers for dealing with payments
in arrears, defaults, negotiation of debts and settlement through installments.

1.9 Screening WLL Terminals

Perform Fault Screening and Diagnoses for subscriber terminals, using WLL
Technology.

1.10 Telemar Atende hot line

Perform customer care activities personally for Telemar Customers in Telemar
Stores.

1.11 ANATEL Attendance Monitor and deal with complaints from Telemar Customers
within the sphere of ANATEL.

1.12 Support for the Customer Service Operators (OSC)

Provide support for the Customer Service Operators (OSC) when responding to
requests for services and repairs.

2. PERFORMANCE RATINGS (SLA)

The operations described above are not overseen through the Performance Ratings
(SLA).

3. TRAINING

                                      A-14
<PAGE>

The CONTRACTED PARTY will be responsible for behavioral training costs for
customer care techniques, recruitment and selection.

The CONTRACTING PARTY will be responsible for the cost of the hours worked by
the operators being trained in Products, Services or Systems, as well as the
associated logistics (room, equipment, educational materials, instructor and
others).

4. DURATION

The services listed in this chart will be supplied for a period of 5 (five)
years. On expiry of this period, the supply of the services will be
automatically renewed for 5 (five) years, unless any of the Parties decide
otherwise. Should any of the Parties decide not to extend the contract, the
Party adopting such decision should notify the other with advance notice of 180
(one hundred and eighty) days, all as stipulated in Item 14.1 of the Services
Agreement regulating the business relationship in question.

5. REDUCTION OF SERVICE

The Parties hereby agree that the CONTRACTING PARTIES may reduce one or all of
the services constituting this product called "Services performed by the
labor-force for the maintenance and operations areas of the Telecom facilities,
screening and Telemar customer service stores", rendered by the CONTRACTED
PARTY, provided the respective impact thereof does not result in an annual
reduction of more than [*****] of the revenues posted over the past 12 (twelve)
months by the CONTRACTED PARTY for this product. When such reduction exceeds
[*****], the additional amount will be considered as partial rescission, being
subject to a rescissory fine in such case equivalent to the amount corresponding
to the amount by which the monthly revenues are reduced, multiplied by [*****].
This amount should be calculated without including the [*****] reduction
permitted as described above, taking into consideration only the amount
exceeding the reduction limit allowed for the CONTRACTING PARTY. The fine should
be paid by the CONTRACTING PARTY reducing the services requested from the
CONTRACTED PARTY, both adopting this stance and taking the proportional aspects
of the revenues into consideration.

                                      A-15
<PAGE>

3. 102 -- Directory Enquiries

The annual estimated fee for this service is [*****]

3.1 Services Chart, Prices, General Characteristics, Performance Ratings (SLA).

BILLING: by Minute Spoken

OPERATING HOURS:

102 and 31 Global -- 24 hours X 7 days a week

Disque Turismo Tourism Hotline -- 06:00h. - 12:30h

BILLING PERIOD: from the 16th (sixteenth) day of the previous month to the 15th
(fifteenth) day of the current month

PRICES PER MINUTE SPOKEN:

<TABLE>
<CAPTION>

                                                     R$                        R$
                                            (first three years of t     (after first three
       Service                      Site          contract)*            years of contract)**
       -------                      ----          ----------            --------------------
<S>                                 <C>     <C>                         <C>
31 Global                            BA            [*****]                    [*****]

Disque Turismo Tourism Hotline       BA            [*****]                    [*****]

                                     BA            [*****]                    [*****]
Directory Enquiries -102
                                     PE            [*****]                    [*****]
</TABLE>

The CONTRACTED PARTY should calculate the price to 3 (three) decimal places.

* Prices with discount during the first three years, due to the use of partially
depreciated call center assets, acquired from Telemar.

**These amounts are subject to monetary restatement on an annual basis, pursuant
to Clause 8.8 of this Agreement.

                                      A-16
<PAGE>

GENERAL CHARACTERISTICS:

1. SIZING

1.1. Minute Spoken

      1.1.1. For services contracted by Minute Spoken, the CONTRACTED PARTY is
      responsible for the preparation of the forecast:

      A.    The forecast (contact volume - historical series) should be drawn up
            for the next quarter (excluding the current month) on a monthly
            basis, by the Directory Enquiries group.

      B.    The CONTRACTED PARTY should draw up the monthly forecast, which
            should be submitted to the CONTRACTING PARTY for final validation
            and agreement.

      C.    For the purposes of calculating the forecast, the CONTRACTED PARTY
            should take as the Busiest Day (DMM) the figure equal to 4.5% (four
            point five per cent) of the monthly volumes. For the Busiest Day
            percentages above 4.5% (four point five per cent) of the monthly
            volumes, the Regressive Table / Busiest Day (DMM) below should be
            taken into consideration:

<TABLE>
<CAPTION>
        REGRESSIVE TABLE / Busiest Day (DMM)
-------------------------------------------------------
% Busiest Day (DMM)        NEW UNANSWERED HANG-UP CALLS
-------------------        ----------------------------
<S>                        <C>
Zero - 4.5%                            2.00%

4.51 - 4.65%                           5.50%

4.66 - 4.8%                            7.70%

4.81 - 4.95%                           9.42%

4.96% - 5.1%                          11.09%

5.11 - 5.25%                          13.31%

5.26 - 5.41%                          15.97%

Above 5.41%                          Exempt
</TABLE>

                                      A-17
<PAGE>

      D.    For cases where the monthly call traffic exceeds 7% (seven per cent)
            of the traffic as originally forecast, the CONTRACTED PARTY should
            consider the application of the "Regressive Monthly Forecast
            Deviation Table" given below, for billing purposes.

      E.    For cases where the monthly call traffic is below 90% of the traffic
            originally forecast, the CONTRACTED PARTY should consider 90%
            (ninety per cent) of the forecast monthly call traffic, for billing
            purposes.

      Definition of monthly traffic: monthly traffic = total volume of calls x
      TMA/60

                   REGRESSIVE MONTHLY FORECAST DEVIATION TABLE

<TABLE>
<CAPTION>
% Busiest Day (DMM)           NEW UNANSWERED HANG-UP CALLS
<S>                           <C>
        7.00%                             2.00%

        8.00%                             4.00%

        9.00%                             7.00%

       10.00%                            10.00%

       11.00%                            13.00%

       12.00%                            16.00%

       13.00%                            19.00%

       14.00%                            22.00%

       15.00%                            25.00%
</TABLE>

1.1.2. Once the CONTRACTED PARTY is officially notified by the CONTRACTING PARTY
of a foreseen increase in the number of contacts due to advertisements,
campaigns, news items, new regulations and others, the CONTRACTED PARTY will
have 15 (fifteen) days to adapt the rendering of the services to the new
characteristics, notifying the CONTRACTING PARTY of the new conditions to be
applied to the Contact Center services. This period will be required when the
event(s) prompt an increase of more than 7% (seven per cent) of the planned
monthly traffic and / or a concentration of calls higher than 4.5% (four point
five per cent) on the Busiest Day compared to the traffic for the month.

1.1.3. In the case outlined above, should it be unable to meet this deadline
promptly, the CONTRACTED PARTY will request an additional period in order to
meet the needs of the CONTRACTING PARTY, doing its utmost in business terms to
adapt to this request.

                                      A-18
<PAGE>

1.1.4. It is hereby agreed that the CONTRACTED PARTY will be wholly responsible
for drafting the Calls Forecast. The CONTRACTING PARTY will make information
known thereto available to the CONTRACTED PARTY, when causing direct or indirect
impacts on call volumes.

2. BILLING

2.1. Halts in the Operations

      2.1.1. In case of any events that may halt the operations, the causes
      thereof should be identified, in order to establish the appropriate
      responsibilities and liabilities, as follows:

      2.1.2. When the causes are related to personnel management and / or
      maintenance contracts covering the technological facilities, the liability
      will be assigned to the CONTRACTED PARTY, which should issue invoices in
      compliance with the operations effectively carried out.

      2.1.3. When the causes are related to the systems and/ or infrastructure
      and / or lack of investments in technology owned by the CONTRACTING PARTY
      and for which it is responsible, liability will be assigned to the
      CONTRACTING PARTY, which should remunerate the operation, taking the
      following aspects into consideration for billing purposes:

      Services contracted by Minute Spoken: Billing at 93% (ninety-three per
      cent) of the forecast monthly traffic.

2.2. Loss of billing information

      2.2.1. In situations where there is a partial or total loss of billing
      information for a period, once all attempts have been exhausted to recover
      the data, the CONTRACTING PARTY should remunerate the CONTRACTED PARTY,
      replacing the adversely affected period by a similar period calculated on
      the basis of the historical records for the 3 (three) previous months.

2.3. Billing by Minute Spoken

      2.3.1. The billing for the services contracted by Minute Spoken should be
      undertaken on the basis of the following conditions:

            A.    On the 16th (sixteenth) day of the month in which the service
                  is being rendered, the CONTRACTED PARTY will ascertain the
                  Minutes Spoken from the 16th (sixteenth) day of the previous
                  month to the 15th (fifteenth) day of the current month,
                  jointly with the CONTRACTING PARTY, based on the Reports
                  agreed between the Parties, and duly documented;

            B.    Any fines imposed for non-compliance with the Performance
                  Ratings (SLA) should be deducted from this amount, pursuant to
                  Item 5 of this Annex.

      2.3.2. The Minute Spoken is taken as the Total Attendance Time spent by
      the agents in a Group / Specialty for answering the calls, including
      "conversation", "hold" and "post-service".

                                      A-19
<PAGE>

                Minute Spoken =     TMA X Calls Answered
                                ---------------------------
                                             60

3. OPERATIONAL COMMUNICATIONS

      3.1. Within no more than 24 (twenty-four) hours, the CONTRACTED PARTY
      should provide the operators with all operating information forwarded
      through formal notification by the CONTRACTING PARTY.

4. REPORTS

      4.1. The Management and Oversight Reports used as benchmarks should be
      stratified and made available through the website (portal) of the
      CONTRACTING PARTY by the 5th (fifth) business day of each month, except
      the FCL9 Reports.

      4.2. The CONTRACTED PARTY should draw up a report stating the reason for
      not meeting the targets agreed with the CONTRACTING PARTY for any
      indicator listed in the Reports. The CONTRACTED PARTY should give the
      reasons and describe the actions taken, specifying the starting and
      finishing date and the resources involved in each action.

      4.3. Should the service platforms not allow some data to be extracted that
      appear in the Reports for a period, on a contingency basis, these data may
      be obtained on the basis of a reference week, calculated on the basis of
      the average for the 3 (three) previous months.

5. PERFORMANCE RATINGS (SLA)

The CONTRACTED PARTY will size its management and operating structure in
compliance with the technical expertise and quantity criteria as applicable and
in order to endow each location with guarantees and maintenance of the
satisfaction levels required by the CONTRACTING PARTY, as well as complying with
the quality targets and deadlines.

The CONTRACTED PARTY should remedy its performance within no more than 5 (five)
days, should it be rated as below standard. Other than for matters that are the
responsibility of the CONTRACTING PARTY, the CONTRACTED PARTY will undertake the
actions required to maintain the performance parameters, being exempt from any
penalty imposed by the CONTRACTING PARTY.

                                      A-20
<PAGE>

5.1. Definition of the Indicators

<TABLE>
<CAPTION>
INDICATOR               DESCRIPTION AND CALCULATION FORMULA
---------               -----------------------------------
<S>           <C>
              UNANSWERED HANG-UP CALLS (%):

              Percentage of Unanswered Hang-Up Calls as from 11 seconds,
              in each 1/2 hour interval, with
IND.01        the calculation formula being: (A/B) x 100, where: A =
              Number of Unanswered Hang-Up Calls as from 11 seconds and B
              = Total response through personalized services.
</TABLE>

      5.1.2. The indicators defined in this Annex will be reassessed on an
      annual basis or at any time in order to comply with the requirements of
      the CONTRACTING PARTY and / or ANATEL.

      5.1.3. The alteration or introduction of indicators should be notified to
      the CONTRACTED PARTY for assessing the period required to implement the
      necessary measures and the possible impact on the sizing and / or the
      price of the services.

5.2. Fines established on the percentage reached of the performance rating
parameters

      5.2.1. The CONTRACTED PARTY will be assessed on a daily basis for
      analyzing the performance ratings stipulated in Item 5.1 of this Annex.

      5.2.2 Should the CONTRACTED PARTY perform below target, the CONTRACTING
      PARTY will acquire the right to impose a fine in compliance with the
      Tables in Item 5.3, with such fine being deducted from the billing
      corresponding to the period verified for each of the Performance Ratings
      (SLA) (cumulative). On ANATEL metering days, the fines will be calculated
      in compliance with the Tables in Items 5.5.2 and 5.5.3.

      5.2.3. For cases where the CONTRACTING PARTY is solely responsible for the
      drop in the rating, the CONTRACTED PARTY should be reimbursed for the
      fines imposed during the period, provided that occurrences are formally
      recorded in the daily report and attached to the invoice.

5.3. Fine for Unanswered Hang-Up Calls (%)

The fines imposed for the volume of Unanswered Hang-Up Calls (per 1/2 hour), is
described in the calculation below.

                                      A-21
<PAGE>

Calculation Formula

<TABLE>
<CAPTION>
<S>                                       <C>
SERVICE LEVEL I                                    FINE
     < 50%                                Speaking Time X (1.50)

   50% - 70%                              Speaking Time X (1.00)

     > 70%                                Speaking Time X (0.75)
</TABLE>

      5.3.1 On the ANATEL Measuring Days, for the purposes of applying the fine,
      the regulation described in Items 5.5.2 and 5.5.3 of this Annex should be
      followed.

5.4. When performance indicator(s) fall below the threshold 3 (three)
consecutive months and are not rectified after proper notifications, the
CONTRACTING PARTY will have the right to rescind the Contract, in pursuance to
Clause 11 of the Contract.

5.5 Standards established by ANATEL

5.5.1. Definition of Peak Periods (PMMs)

Pursuant to the GENERAL QUALITY TARGETS PLAN, Chapter II, Article 2, Item V, the
Busiest Period for the purposes of checking the indicators is:

Morning:                                              09:00h - 11:00h
Afternoon:                                            14:00h - 16:00h
Night:                                                20:00h - 22:00h

On the ANATEL metering days (DDX), the CONTRACTED PARTY will be assessed in
order to analyze the performance ratings listed in this Annex.

Should the CONTRACTED PARTY perform below target, the CONTRACTING PARTY will
acquire the right to impose a fine as shown in the following Table, with such
fine being deducted from the amount corresponding to the period verified for
each of the Performance Ratings (SLA) (cumulative), except for situations in
which the CONTRACTING PARTY is solely responsible for the drop in the rating,
which should be described in the Occurrence Report forwarded on a daily basis
and attached to the Invoice.

                                      A-22
<PAGE>

<TABLE>
<CAPTION>
WITH PERIODS                      DESCRIPTION AND CALCULATION FORMULA
------------      --------------------------------------------------------------
<S>               <C>
IND.02            SERVICE LEVEL I:

                  Incoming: Percentage of calls arising from personalized
                  services and answered within ten seconds: calculation formula
                  as follows: (A/B) x 100, where A = calls deriving from
                  personalized services and answered within ten seconds, within
                  a 1/2 hour interval, added to the total number of Unanswered
                  Hang-Up Calls within ten seconds, and B = calls deriving from
                  the personalized service within a 1/2 hour interval.

                  SERVICE LEVEL I - FINANCIAL (NS.1F):

                  This is the weighted average of the NS.1 for the 48 x 1/2
                  hours in the day, with periods whose fines have been covered
                  by the CONTRACTING PARTY replaced by the target for each
                  interval ( 1/2 hour).

IND.03            SERVICE LEVEL II:

                  Percentage of calls deriving from personalized service and
                  answered within 35 seconds, with their calculation formula
                  being (A/B) x 100, where A = calls deriving from the
                  personalized service and answered within 35 seconds, within a
                  1/2 hour interval, added to the total number of Unanswered
                  Hang-Up Calls within 35 seconds, and B = total number of calls
                  deriving from the personalized service within a 1/2 hour
                  interval.
</TABLE>

5.5.2 NS.1 (FCL9-10")

<TABLE>
<CAPTION>
      PERIOD              PERFORMANCE         DOWNGRADE      FINE    CHECKED
----------------------  --------------------  ----------  ---------  ----------------
<S>                     <C>                   <C>         <C>        <C>
                        98% in 10"                 -       [*****]

                        97% in 10"                 1%      [*****]

                        96% in 10"                 2%      [*****]

                        95% in 10"                 3%      [*****]

                        94% in 10"                 4%      [*****]

DAILY PMMS   09H - 11H  93% in 10"                 5%      [*****]   Every  1/2 hour.

             14H - 16H  92% in 10"                 6%      [*****]

             20H - 22H  91% in 10"                 7%      [*****]

                        90% in 10"                 8%      [*****]

                        89% in 10"                 9%      [*****]

                        88% in 10"                10%      [*****]

                        Less than 88% in 10"       -
</TABLE>

                                      A-23
<PAGE>

5.5.3 NS.2 (FCL9-35")

<TABLE>
<CAPTION>
       PERIOD               PERFORMANCE       DOWNGRADE     FINE        CHECKED
----------------------  --------------------  ----------  ---------  ---------------
<S>                     <C>                   <C>         <C>        <C>
                        100% within 35"           -        [*****]   Every 1/2 hour.

                        99% within 35"            1%       [*****]

                        98% within 35"            2%       [*****]

                        97% within 35"            3%       [*****]

                        96% within 35"            4%       [*****]

DAILY PMMS  09H - 11H   95% within 35"            5%       [*****]

            14H - 16H    94% within 35"           6%       [*****]

            20H - 22H   93% within 35"            7%       [*****]

                        92% within 35"            8%       [*****]

                        91% within 35"            9%       [*****]

                        90% within 35"           10%       [*****]

                        Less than 90% in 35"      -
</TABLE>

6. HUMAN RESOURCES

6.1. Staff Selection

      6.1.1. The following Table presents the curricular requirements to be
      taken into consideration for the recruitment and selection of candidates
      for the Positions listed in this Table:

<TABLE>
<CAPTION>
                                                                   Information
Services  Position     Education                   Experience      Technology
--------  -----------  -------------   ------------------------   --------------
<S>       <C>          <C>             <C>                        <C>
                                       Information; six
          Operator I   High School     months Customer Services     Windows
                        Diploma        (desirable)                environment

Services  Operator II  High School     6 months Operator I          Windows
                        Diploma        (desirable)                environment

                                       1 year  Supervisor
          Supervisor   Undergraduate   Customer Services             Office
                       (desirable)     (desirable)
</TABLE>

                                      A-24
<PAGE>

6.2. Training

      6.2.1. The CONTRACTED PARTY is responsible for training its staff in
      response and negotiation techniques, as well as transferring all the
      training supplied by the CONTRACTING PARTY.

      6.2.2. The CONTRACTING PARTY will be responsible for the Multiplicatory
      Agent Training Sessions required to render the services covered by this
      Annex, such as: training sessions focused on the legacy systems, products
      and services required to perform the operating activities, in addition to
      the costs of such training sessions, but with no responsibility for the
      infrastructure that will transfer these activities to the operators.

6.3. Initial Training

      6.3.1. The following Table presents the Modules constituting the
      Capacity-Building Program for new employees hired by the CONTRACTED PARTY.
      The Parties may update the content of these Programs at any time in order
      to adapt them to the requirements of the operations, provided that common
      agreement is reached thereon.

<TABLE>
<CAPTION>
                                             QUALITY
                                  OPERATOR   MONITOR   Supervisor
                                  ---------  --------  ----------
<S>                               <C>        <C>       <C>
BEHAVIOR MODULE

Basic Customer Care
Procedures.                          X          X         X

ORGANIZATION MODULE

Overview of
Telecommunications,
Organizational / Institutional
Aspects Telemar.                     X          X         X

OPERATIONS MODULE

Legacy Systems, Scripts
and Procedures.                      X          X         X

MONITORING MODULE

Monitoring, Recording and
Feedback Procedures.                            X

 ADMINISTRATION AND
LEADERSHIP MODULE / Staff and
Team Management                                           X
</TABLE>

                                      A-25
<PAGE>

      6.3.2. The CONTRACTED PARTY should ensure that the operators begin work
      only after they have completed the Initial Training Module, having
      obtained grades that comply with the pre-defined approval ratings.

6.4. Capacity-building

      6.4.1. The CONTRACTED PARTY should schedule the Capacity-Building Training
      Sessions on the bases of the following criteria:

<TABLE>
<S>                                 <C>                       <C>
SERVICES GROUP (102)                Monitoring                20 min/month
                                    Training                  120 min/month
</TABLE>

      6.4.2. The CONTRACTED PARTY should plan ahead and assign high priority to
      the Capacity-Building Training Sessions in order to restore satisfactory
      operator service standards, in the cases described below:

            a.    Operators scoring monitoring grades below 85 (eighty five);

            b.    Operators with scores below the acceptable standard stipulated
                  in the Quality Certification process (CEQUAL);

            c.    Unsatisfactory results in the Customer Satisfaction Survey or
                  Operator Performance Quality Monitoring services;

            d.    Results rated as unsatisfactory by ANATEL in terms of Operator
                  conduct;

            e.    Alterations to processes, procedures, business rules and / or
                  technology affecting the operator services.

      6.4.3. Any hypotheses not covered in this document and situations where
      the volume of Training Sessions required exceeds the implementation
      capacity thereof, will be agreed upon by the Parties.

      6.4.4. The duration of the Capacity-Building Training Sessions should
      comply with the provisions in Item 6.4 of this Annex.

      6.4.5. For Capacity-Building purposes, the training times allocated to
      topics and priorities as defined by the Monitoring and Satisfaction
      Surveys Ratings will be taken under consideration, ensuring that the
      duration thereof is assigned to subjects ranked as high priority.

      6.4.6. The Parties should agree on the duration (in hours) of the
      Capacity-Building Training Sessions, required for special responses and
      new services.

      6.4.7. The CONTRACTED PARTY should schedule the Training Sessions in
      compliance with the operator workloads, so that the service standards are
      not adversely affected thereby, necessarily sized to the scale of the
      operator capacity-building and training schedules.

      6.4.8. The CONTRACTED PARTY should forward to the training and
      capacity-building schedule for each site to the CONTRACTING PARTY on a
      monthly basis, with information on

                                      A-26
<PAGE>

      the services covered by the Training Sessions, the number of operators to
      be trained, duration (in hours), and the location of the Training
      Sessions.

      6.4.9. The CONTRACTED PARTY should forward to the CONTRACTING PARTY a
      Monthly Training Control Report covering the last month and containing
      pertinent information, such as attendance and grades (where applicable).

6.5. Additional Training Sessions

      a. For Training Sessions not covered in Items 6.3 and 6.4, the CONTRACTING
      PARTY should draw up a training schedule for the Multiplicatory Agents,
      lasting no more than 10 (ten) days, to be delivered to the CONTRACTED
      PARTY with advance notice of 2 (two) days prior to the start of the
      Training Sessions. The CONTRACTED PARTY should ensure that its
      Multiplicatory Agents are available, provided that they are not involved
      in other Training Sessions.

      b. The CONTRACTED PARTY should draw up the Operator Training Program with
      the objective of implementing the effective rendering of the services
      within no more than 15 (fifteen) days, as from the end of the
      Multiplicatory Agent Training Sessions.

      c. Should the CONTRACTING PARTY request a Training Plan that requires
      overtime or unforeseen outlays, such outlays will be for the account
      thereof, with such amounts being estimated and agreed among the Parties
      prior to the start of the Training Sessions.

      d. Should the Operator Training Program exceed 10 (ten) days, the
      CONTRACTING PARTY should raw up a training schedule that does not
      adversely affect the Performance Ratings (SLA) of the operations.

7. DURATION

      The services listed in this chart will be supplied for a period of 5
      (five) years and 6 (six) months. On expiry of this period, the supply of
      the services will be automatically renewed for 5 (five) years, unless any
      of the Parties decide otherwise. Should any of the Parties decide not to
      extend the contract, the Party adopting such decision should notify the
      other with advance notice of 180 (one hundred and eighty) days, all as
      stipulated in Item 14.1 of the Services Agreement regulating the business
      relationship in question.

8. REDUCTION OF SERVICE

      The Parties hereby agree that the CONTRACTING PARTIES may reduce one or
      all of the services constituting this product called "102 -- Information",
      rendered by the CONTRACTED PARTY, provided the respective impact thereof
      does not result in an annual reduction of more than [*****] of the
      revenues posted over the past 12 (twelve) months by the CONTRACTED PARTY
      for this product. When such reduction exceeds [*****], the additional
      amount will be considered as partial rescission, being subject to a
      rescissory fine in such case equivalent to the amount corresponding to the
      amount by which the monthly revenues are reduced, multiplied by [*****].
      This amount should be calculated without including the [*****] reduction
      permitted as described above, taking into consideration only the amount
      exceeding the reduction limit allowed for the CONTRACTING PARTY. The fine
      should be paid by the CONTRACTING PARTY reducing the services requested
      from the CONTRACTED PARTY, both adopting this stance and taking the
      proportional aspects of the revenues into consideration.

                                      A-27
<PAGE>

4.104 - Services (Telemar Customer Services)

The annual estimated fee for this service is [*****].

4.1 Services Chart, Prices, General Characteristics, Performance Ratings (SLA).

BILLING: by Minute Spoken (Speaking time)

OPERATING HOURS: 24 hours x 7 days a week

BILLING PERIOD: from the 16th (sixteenth) day of the previous month to the 15th
(fifteenth) day of the current month

PRICES PER MINUTE SPOKEN:

<TABLE>
<CAPTION>
                                            R$                                       R$
        Site                 (first three years of contract)*     (after first three years of contract)**
------------------------     --------------------------------     ---------------------------------------
<S>                          <C>                                  <C>
CE                                       [*****]                                [*****]

MG                                       [*****]                                [*****]

RJ                                       [*****]                                [*****]

Advanced Screening - MG                  [*****]                                [*****]

Advanced Screening - RJ                  [*****]                                [*****]

Advanced Screening - CE                  [*****]                                [*****]
</TABLE>

The CONTRACTED PARTY should calculate the price to 3 (three) decimal places.

* Prices with discount during the first three years, due to the use of partially
depreciated call center assets, acquired from Telemar.

**These amounts are subject to monetary restatement on an annual basis, pursuant
to Clause 8.8 of this Agreement.

                                      A-28
<PAGE>

GENERAL CHARACTERISTICS

1. SIZING

1.1. Minute Spoken

      1.1.1. For services contracted by Minute Spoken, the CONTRACTED PARTY is
      responsible for the preparation of the forecast:

      A.    The forecast (contact volume - historical series) should be drawn up
            for the next quarter (excluding the current month) on a monthly
            basis, by the Services group.

      B.    The CONTRACTED PARTY should draw up the monthly forecast, which
            should be submitted to the CONTRACTING PARTY for final validation
            and agreement.

      C.    For the purposes of calculating the forecast, the CONTRACTED PARTY
            should take as the Busiest Day (DMM), no more than 4.8% (four point
            eight per cent) for CE and MG, and no more than 5.0% (five per cent)
            for RJ, of the monthly volumes. For Busiest Day (DMM) percentages
            for monthly volumes higher than those mentioned above, the
            Regressive Table (DMM) presented below should be used for each Site,
            as shown below:

                          REGRESSIVE TABLE FOR CE & MG
                               Busiest Day (DMM)

<TABLE>
<CAPTION>
   % Busiest Day (DMM)            NEW UNANSWERED HANG-UP CALLS
<S>                               <C>
Zero - 4.8%                                   2.00%

4.61 - 4.95%                                  5.50%

4.96 - 5.1%                                   7.70%

5.11 - 5.25%                                  9.24%

5.26% - 5.4%                                 11.09%

5.41 - 5.55%                                 13.31%

5.56 - 5.71%                                 15.97%

Above 5.71%                                  Exempt
</TABLE>

                                      A-29
<PAGE>

                             REGRESSIVE TABLE FOR RJ
                                Busiest Day (DMM)

<TABLE>
<CAPTION>
                                  NEW UNANSWERED HANG-UP CALLS
                                  ----------------------------
<S>                               <C>
Zero - 5.0%                                 2.00%

5.01 - 5.15%                                5.50%

5.16 - 5.3%                                 7.70%

5.31 - 5.45%                                9.24%

5.46% - 5.6%                                11.09%

5.61 - 5.75%                                13.31%

5.76 - 5.91%                                15.97%

Above 5.91%                                 Exempt
</TABLE>

      D.    For cases where the monthly call traffic exceeds 7% (seven per cent)
            of the traffic as originally forecast, the CONTRACTED PARTY should
            consider the application of the "Regressive Monthly Forecast
            Deviation Table" given below, for billing purposes.

      E.    For cases where the monthly call traffic is below 90% of the traffic
            originally forecast, the CONTRACTED PARTY should consider 90%
            (ninety per cent) of the forecast monthly call traffic, for billing
            purposes.

      Definition of monthly traffic: Total volume of calls x TMA/60

                  REGRESSIVE MONTHLY FORECAST DEVIATION TABLE

<TABLE>
<CAPTION>
  % Busiest Day (DMM)                    NEW UNANSWERED HANG-UP CALLS
--------------------                     ----------------------------
<S>                                      <C>
         7.00%                                      2.00%

         8.00%                                      4.00%

         9.00%                                      7.00%

         10.00%                                     10.00%

         11.00%                                     13.00%

         12.00%                                     16.00%

         13.00%                                     19.00%
</TABLE>

                                      A-30
<PAGE>

<TABLE>
<S>                                        <C>
14.00%                                     22.00%

15.00%                                     25.00%
</TABLE>

1.1.2. With the CONTRACTED PARTY notified by the CONTRACTING PARTY of a foreseen
increase in the number of contacts due to advertisements, campaigns, news items,
new regulations and others, the CONTRACTED PARTY will have 45 (forty five) days
to adapt the rendering of the services to the new characteristics, notifying the
CONTRACTING PARTY of the new conditions to be applied to the Contact Center
services. This period will be required when the event(s) prompt an increase of
more than 7% (seven per cent) of the planned monthly traffic and / or a
concentration of calls higher than 4.8% (four point eight per cent) on the
Busiest Day for CE and MG and 5% (five per cent) on the Busiest Day for RJ
compared to the traffic for the month.

1.1.3. In the case outlined above, should it not be possible to comply promptly
with the period, the CONTRACTED PARTY will request an additional period in order
to meet the needs of the CONTRACTING PARTY, doing its utmost in business terms
to adapt to the request issued by the latter.

1.1.4. It is hereby agreed that as from 2004, the CONTRACTED PARTY will be
wholly responsible for drafting the calls forecast. The CONTRACTING PARTY will
make information known thereto available to the CONTRACTED PARTY that causes
direct or indirect impact on the calls volume.

The following list presents but does not exhaust the main information required
for preparing the calls forecast:

      A. Media Campaign

      B. Expansion of the Subscriber Base

      C. Increase in Calls

      D. Modifications to the Billing Cycle

      E. Modifications to the Bills Layout

      F. Introduction of New Services

      G. Increase in Tariffs

      H. Network Maintenance / Modernization Plans

      I. Increase in the faults / repairs rate x terminal in service

      J. Installation or removal of the Audible Response Unit (ARU) function.

Additionally, the Parties may identify new points at any time causing an impact
on the calls forecast, which should be promptly notified.

                                      A-31
<PAGE>
  The absence of such information or situations constituting Act of God or Force
  Majeure will exempt the CONTRACTED PARTY from penalties stipulated for
  rendering services related to the calls forecast.

  1.1.5 The CONTRACTING PARTY should regularly make the posting schedule
  available by region and notify the CONTRACTED PARTY of alterations to the
  postage dates at least 2 (two) business days in advance for postponement and 4
  (four) business days when the posting is brought forward.

2.  Billing

2.1 Halts in the Operations

      2.1.1 In case of any events that may halt the operations, the causes
      thereof should be identified, in order to establish the appropriate
      responsibilities and liabilities, as follows:

      2.1.2 When the causes are related to personnel management and / or
      maintenance contracts covering the technological facilities, the liability
      will be assigned to the CONTRACTED PARTY, which should issue invoices in
      compliance with the operations effectively carried out.

      2.1.3 When the causes are related to the systems and / or infrastructure
      under the responsibility of the CONTRACTING PARTY, then it should
      remunerate the operation, considered for billing purposes:

      Services contracted by Minute Spoken: Billing at 93% (ninety per cent) of
      the forecast monthly traffic;

2.2 Loss of billing information

      2.2.1 In situations where there is a partial or total loss of billing
      information for a period, once all attempts have been exhausted to recover
      the information, the CONTRACTING PARTY should remunerate the CONTRACTED
      PARTY, replacing the adversely affected period by a similar period
      calculated on the basis of the historical records for the 3 (three)
      previous months.

2.3 Billing per Minute Spoken

      2.3.1 The billing for the services contracted by Minute Spoken should be
      undertaken on the basis of the following conditions:

            A.    On the 16th (sixteenth) day of the month in which the service
                  is rendered, the CONTRACTED PARTY will verify the Minutes
                  Spoken from the 16th (sixteenth) day of the previous month to
                  the 15th (fifteenth) day of the current month, jointly with
                  the CONTRACTING PARTY, based on the Reports agreed between the
                  Parties, and duly documented.

            B.    Any fines imposed for non-compliance with the Performance
                  Ratings (SLA) will be deducted from this amount, pursuant to
                  Item 5 of this Annex.

                                      A-32
<PAGE>

      2.3.2. The Minute Spoken is taken to be the Total Attendance Time spent by
      the agents in a Group / Specialty to answer the calls, including
      "Conversation", "Hold" and "Post-Service".

Minute Spoken =    TMA X Calls Answered
                   --------------------
                            60

3. OPERATIONAL COMMUNICATIONS

      3.1. Within no more than 24 (twenty-four) hours, the CONTRACTED PARTY
      should provide the operators with all operating information forwarded
      through formal notification by the CONTRACTING PARTY.

4. REPORTS

      4.1. The Management and Oversight Reports used as benchmarks should be
      stratified and made available through the website (portal) of the
      CONTRACTING PARTY by the 5th (fifth) business day of each month, except
      the FCL9 Reports.

      4.2. The CONTRACTED PARTY should draw up a report stating the reason for
      not meeting the targets agreed with the CONTRACTING PARTY for any
      indicator listed in the Reports. The CONTRACTED PARTY should give the
      reasons and describe the actions taken, specifying the starting and
      finishing date and the resources involved in each action.

      4.3. Should the service platforms not allow some data to be extracted that
      appear in the Reports for a period, on a contingency basis, these data may
      be obtained on the basis of a reference week, calculated on the basis of
      the average for the 3 (three) previous months.

5. PERFORMANCE RATINGS (SLA)

The CONTRACTED PARTY will size its management and operating structure in
compliance with the technical expertise and quantity criteria as applicable and
in order to endow each location with guarantees and maintenance of the
satisfaction levels required by the CONTRACTING PARTY, as well as complying with
the quality targets and deadlines.

The CONTRACTED PARTY should remedy its performance within no more than 5 (five)
days, should it be rated as below standard. Other than for matters that are the
responsibility of the CONTRACTING PARTY, the CONTRACTED PARTY will undertake the
actions required to maintain the performance parameters, being exempt from any
penalty imposed by the CONTRACTING PARTY.

                                      A-33
<PAGE>

5.1. Definition of the Indicators

<TABLE>
<CAPTION>
 INDICATOR                 DESCRIPTION AND CALCULATION FORMULA
-----------       --------------------------------------------------------------
<S>               <C>
                  UNANSWERED HANG-UP CALLS (%):

                  Percentage of Unanswered Hang-Up Calls after

IND.01            11 seconds, in each 1/2 hour interval, with the calculation
                  formula being: (A/B) x 100, where: A = Number of Unanswered
                  Hang-Up Calls as from 11 seconds and B = Total response
                  through personalized services.
</TABLE>

      5.1.2. The indicators defined in this Annex will be reassessed on an
      annual basis or at any time in order to comply with the requirements of
      the CONTRACTING PARTY and / or ANATEL.

      5.1.3. The alteration or introduction of indicators should be notified to
      the CONTRACTED PARTY for assessing the period required to implement the
      necessary measures and the possible impact on the sizing and / or the
      price of the services.

5.2. Fines established on the percentage reached of the performance rating
parameters

      5.2.1. The CONTRACTED PARTY will be assessed on a daily basis for
      analyzing the performance ratings stipulated in Item 5.1 of this Annex.

      5.2.2 Should the CONTRACTED PARTY perform below target, the CONTRACTING
      PARTY will acquire the right to impose a fine in compliance with the
      Tables in Item 5.3, with such fine being deducted from the billing
      corresponding to the period verified for each of the Performance Ratings
      (SLA) (cumulative). On ANATEL metering days, the fines will be calculated
      in compliance with the Tables in Items 5.5.2 and 5.5.3.

      5.2.3. For cases where the CONTRACTING PARTY is solely responsible for the
      drop in the rating, the CONTRACTED PARTY should be reimbursed for the
      fines imposed during the period, provided that such occurrences are
      formally recorded in the daily report and attached to the invoice.

      5.2.4. In case of any alterations to the posting date not in compliance
      with the periods stipulated in Item 1.1.5, the CONTRACTED PARTY should
      quash all fines for all periods on the day of the occurrence.

5.3. Fines for Unanswered Hang-Up Calls (%)

The fines imposed for the volume of Unanswered Hang-Up Calls (per 1/2 hour), is
described in the calculation below.

                                      A-34
<PAGE>

Calculation Formula

<TABLE>
<CAPTION>
SERVICE LEVEL I                           AMOUNT OF FINE (R$)
<S>                                     <C>
     < 50%                              Speaking Time X [*****]

   50% - 70%                            Speaking Time X [*****]

     > 70%                              Speaking Time X [*****]
</TABLE>

      5.3.1 On the ANATEL Measuring Days, for the purposes of applying the fine,
      the regulation described in Items 5.6.2 and 5.6.3 of this Annex should be
      followed.

5.4. When performance indicator(s) fall below the threshold 3 (three)
consecutive months and are not rectified after proper notification, the
CONTRACTING PARTY will have the right to rescind the Contract, in pursuance to
Clause 11 of the Agreement.

5.5 Standards established by ANATEL

5.5.1. Definition of Peak Periods (PMMs)

Pursuant to the GENERAL QUALITY TARGETS PLAN, Chapter II, Article 2, Item V, the
Busiest Period for the purposes of checking the indicators is:

Morning:                                              09:00h - 11:00h
Afternoon:                                            14:00h - 16:00h
Night:                                                20:00h - 22:00h

On the ANATEL metering days (DDX), the CONTRACTED PARTY will be assessed in
order to analyze the performance ratings listed in this Annex.

Should the CONTRACTED PARTY perform below target, the CONTRACTING PARTY will
acquire the right to impose a fine as shown in the following Table, with such
fine being deducted from the amount corresponding to the period verified for
each of the Performance Ratings (SLA) (cumulative), except for situations in
which the CONTRACTING PARTY is solely responsible for the drop in the rating,
which should be described in the Occurrence Report forwarded on a daily basis
and attached to the Invoice.

                                      A-35
<PAGE>

<TABLE>
<CAPTION>
INDICATOR           DESCRIPTION AND CALCULATION FORMULA
------------      --------------------------------------------------------------
<S>               <C>
IND.02            SERVICE LEVEL I:

                  Incoming: Percentage of calls arising from personalized
                  services and answered within ten seconds: calculation formula
                  as follows: (A/B) x 100, where A = calls deriving from
                  personalized services and answered within ten seconds, within
                  a 1/2 hour interval, added to the total number of Unanswered
                  Hang-Up Calls within ten seconds, and B = calls deriving from
                  the personalized service within a 1/2 hour interval.

                  SERVICE LEVEL I - FINANCIAL (NS.1F):

                  This is the weighted average of the NS.1 for the 48 x 1/2
                  hours in the day, with periods whose fines have been covered
                  by the CONTRACTING PARTY replaced by the target for each
                  interval ( 1/2 hour).

IND.03            SERVICE LEVEL II:

                  Percentage of calls deriving from personalized service and
                  answered within 35 seconds, with their calculation formula
                  being (A/B) x 100, where A = calls deriving from the
                  personalized service and answered within 35 seconds, within a
                  1/2 hour interval, added to the total number of Unanswered
                  Hang-Up Calls within 35 seconds, and B = total number of calls
                  deriving from the personalized service within a 1/2 hour
                  interval.
</TABLE>

5.5.2 NS.1 (FCL9-10")

<TABLE>
<CAPTION>

   PERIOD              PERFORMANCE            DEGRADATION     FINE        CHECKED
---------------------  --------------------  ------------  -----------  ---------------
<S>                    <C>                   <C>           <C>          <C>
                       98% within 10"               -         [*****]

                       97% within 10"              1%         [*****]

                       96% within 10"              2%         [*****]

DAILY PMM  09H - 11H   95% within 10"              3%         [*****]

           14H - 16H   94% within 10"              4%         [*****]   Every  1/2 hour

           20H - 22H   93% within 10"              5%         [*****]

                       92% within 10"              6%         [*****]

                       91% within 10"              7%         [*****]

                       90% within 10"              8%         [*****]

                       89% within 10"              9%         [*****]

                       88% within 10"              10%        [*****]

                       Below 88% within 10"         -
</TABLE>

                                      A-36
<PAGE>

5.5.3             NS.2 (FCL9-35")

<TABLE>
<CAPTION>

      PERIOD             PERFORMANCE         DEGRADATION     FINE          CHECKED
---------------------  --------------------  ------------  -----------  ---------------
<S>                    <C>                   <C>           <C>          <C>
                       100% within 35"             -        [*****]

                       99% within 35"             1%        [*****]

                       98% within 35"             2%        [*****]

                       97% within 35"             3%        [*****]

                       96% within 35"             4%        [*****]

          09H - 11H    95% within 35"             5%        [*****]     Every 1/2 hour.

DAILY PMM 14H - 16H    94% within 35"             6%        [*****]

          20H - 22H    93% within 35"             7%        [*****]

                       92% within 35"             8%        [*****]

                       91% within 35"             9%        [*****]

                       90% within 35"             10%       [*****]

                       Below 90% within 35"        -
</TABLE>

6. HUMAN RESOURCES

6.1. Staff Selection

      6.1.1. The following Table presents the curricular requirements to be
      taken into consideration for the recruitment and selection of candidates
      for the Positions listed in this Table:

<TABLE>
<CAPTION>
Services         Position     Education         Experience        Information Technology
--------------  ------------  -------------  -------------------  ----------------------
<S>             <C>           <C>            <C>                  <C>
                                             Information; six
Services        Operator I     High School   months Customer        Windows environment
                                 Diploma     Service

                                             (desirable)

                Operator II    High School   6 months Operator I    Windows environment
                                 Diploma     (desirable)

                                             1 year  Supervisor
                Supervisor    Undergraduate  Customer Service             Office
                               (desirable)   (desirable)

</TABLE>

                                      A-37
<PAGE>

6.2. Training

      6.2.1. The CONTRACTED PARTY is responsible for training its staff in
      response and negotiation techniques, as well as transferring all the
      training supplied by the CONTRACTING PARTY.

      6.2.2. The CONTRACTING PARTY will be responsible for the multiplicatory
      agent training sessions required to render the services covered by this
      Annex, such as: training sessions focused on the legacy systems, products
      and services required to perform the operating activities, in addition to
      the costs of such training sessions, but with no responsibility for the
      infrastructure that will transfer these activities to the operators.

6.3. Initial Training

      6.3.1. The following Table presents the Modules constituting the
      Capacity-Building Program for new employees hired by the CONTRACTED PARTY.
      The Parties may update the content of these Programs at any time in order
      to adapt them to the requirements of the operations, provided that common
      agreement is reached thereon.

<TABLE>
<CAPTION>
                                     OPERATOR    QUALITY MONITOR    SUPERVISOR
                                    ----------   ---------------    ------------
<S>                                 <C>          <C>                <C>
BEHAVIOR MODULE

Basic Customer Care
Procedures.                              X             X                  X

ORGANIZATION MODULE

Overview of Telecommunications,
Organizational / Institutional
Aspects Telemar.                         X             X                  X

OPERATIONS MODULE

Legacy Systems, Scripts and
Procedures.                              X             X                  X

MONITORING MODULE

Monitoring, Recording and
Feedback Procedures.                                   X

ADMINISTRATION AND
LEADERSHIP MODULE / Staff and
Team Management                                                           X
</TABLE>

                                      A-38
<PAGE>

6.3.2. The CONTRACTED PARTY should ensure that the operators begin work only
after they have completed the Initial Training Module, having obtained grades
that comply with the pre-defined approval ratings.

6.4.  Capacity-building

      6.4.1. The CONTRACTED PARTY should schedule the Capacity-Building Training
      Sessions, based on the following criteria:

<TABLE>
<S>                             <C>                        <C>
SERVICES GROUP (104)            Monitoring                 20 min/month
                                Training                   360 min/month
</TABLE>

      6.4.2. The CONTRACTED PARTY plan ahead and assign high priority to the
      Capacity-Building Training Sessions in order to restore satisfactory
      operator service standards, as described below:

            a.    Operators scoring monitoring grades below 85 (eighty five);

            b.    Operators with scores below the acceptable standard stipulated
                  in the Quality Certification process (CEQUAL);

            c.    Unsatisfactory results in the Customer Satisfaction Survey or
                  Operator Performance Quality Monitoring services;

            d.    Results rated as unsatisfactory by ANATEL in terms of Operator
                  conduct;

            e.    Alterations to processes, procedures, business rules and / or
                  technology that affect the operator services.

      6.4.3. Any hypotheses not covered in this document and situations where
      the volume of Training Sessions required exceeds the implementation
      capacity thereof, will be agreed upon by the Parties.

      6.4.4. The duration of the Capacity-Building Training Sessions should
      comply with the Table in Item 6.4.1 of this Annex.

      6.4.5. For Capacity-Building purposes, the training times allocated to
      topics and priorities as defined by the Monitoring and Satisfaction
      Surveys Ratings will be taken under consideration, ensuring that the
      duration thereof is assigned to subjects ranked as high priority.

      6.4.6. The Parties should agree on the duration (in hours) of the
      Capacity-Building Training Sessions, required for special responses:
      Micro-Enterprises, Diamond, Velox, DVI and new services.

                                      A-39
<PAGE>

      6.4.7. The CONTRACTED PARTY should schedule the Training Sessions in
      compliance with the operator workloads, so that the service standards are
      not adversely affected thereby, necessarily sized to the scale of the
      operator capacity-building and training schedules.

      6.4.8. The CONTRACTED PARTY should forward to the training and
      capacity-building schedule for each site to the CONTRACTING PARTY on a
      monthly basis, with information on the services covered by the Training
      Sessions, the number of operators to be trained, duration (in hours), and
      the location of the Training Sessions.

      6.4.9. The CONTRACTED PARTY should forward to the CONTRACTING PARTY a
      Monthly Training Control Report covering the last month and containing
      pertinent information, such as attendance and grades (where applicable).

6.5. Additional Training Sessions

      a. For Training Sessions not covered in Items 6.3 and 6.4, the CONTRACTING
      PARTY should draw up a training schedule for the Multiplicatory Agents,
      lasting no more than 10 (ten) days, to be delivered to the CONTRACTED
      PARTY with advance notice of 2 (two) days prior to the start of the
      Training Sessions. The CONTRACTED PARTY should ensure that its
      Multiplicatory Agents are available, provided that they are not involved
      in other Training Sessions.

      b. The CONTRACTED PARTY should draw up the Operator Training Program with
      the objective of implementing the effective rendering of the services
      within no more than 15 (fifteen) days, as from the end of the
      Multiplicatory Agent Training Sessions.

      c. Should the CONTRACTING PARTY request a Training Plan that requires
      overtime or unforeseen outlays, such outlays will be for the account
      thereof, with such amounts being estimated and agreed among the Parties
      prior to the start of the Training Sessions.

      d. Should the Operator Training Program exceed 10 (ten) days, the
      CONTRACTING PARTY should draw up a training schedule that does not
      adversely affect the Performance Ratings (SLA) of the operations.

7. DURATION

The services listed in this chart will be supplied for a period of 06 (six)
years. On expiry of this period, the supply of the services will be
automatically renewed for 5 (five) years, unless any of the Parties decide
otherwise. Should any of the Parties decide not to extend the contract, the
Party adopting such decision should notify the other with advance notice of 180
(one hundred and eighty) days, all as stipulated in Item 14.1 of the Services
Agreement regulating the business relationship in question.

8. REDUCTION OF SERVICE

The Parties hereby agree that the CONTRACTING PARTIES may reduce one or all of
the services constituting this product called "104 -- Services", rendered by the
CONTRACTED PARTY, provided the respective impact thereof does not result in an
annual reduction of more than [*****] of the

                                      A-40
<PAGE>

revenues posted over the past 12 (twelve) months by the CONTRACTED PARTY for
this product. When such reduction exceeds [*****], the additional amount will be
considered as partial rescission, being subject to a rescissory fine in such
case equivalent to the amount corresponding to the amount by which the monthly
revenues are reduced, multiplied by [*****]. This amount should be calculated
without including the [*****] reduction permitted as described above, taking
into consideration only the amount exceeding the reduction limit allowed for the
CONTRACTING PARTY. The fine should be paid by the CONTRACTING PARTY reducing the
services requested from the CONTRACTED PARTY, both adopting this stance and
taking the proportional aspects of the revenues into consideration.

                                      A-41
<PAGE>

5. Credit Recovery Unit -- Telemar

The annual estimated fee for this service is [*****]

5.1 Services Chart, Prices, General Characteristics, Performance Ratings (SLA)

BILLING

Retail: Variable Remuneration

Specialized Collection: Full Attendance Position (PA)

OPERATING HOURS

<TABLE>
<CAPTION>
                Service                                                    Operating Hours
------------------------------------------               -----------------------------------------------------
<S>                                                      <C>
Retail -- Tele-Collections                               Defined by the CONTRACTED PARTY, in compliance with
                                                         the business strategy
Retail -- Voice Message

Specialized Collection --  Tele-Collections              08:00h -- 17:42h -- Monday -- Friday
</TABLE>

<TABLE>
<CAPTION>
                 Service                              Site                          Amount (R$)
------------------------------------------            ----            ----------------------------------------
<S>                                                   <C>             <C>
                                                       CE                           [*****]

Specialized Collection -  Tele-Collections             MG                           [*****]

Retail Back Office - Settlement in Installments        CE                           [*****]
- Terminals Removed

                                                       MG

Retail - Tele-Collections                              CE             Variable Remuneration (Item 4)
</TABLE>

GENERAL CHARACTERISTICS:

                                      A-42

<PAGE>

1.    PURPOSE

      1.1. To recover credits from Telemar customers in default by rendering
      services through the Call Center and Voice Message channels, duly defined
      in this document.

2.    SCOPE OF SERVICE

      2.1.  Segmentation of the Operations:

            2.1.1. Retail:

                  -     Unpaid bills, with no settlement through installments
                        included, issued by the Retail Business Unit in arrears
                        >= 10 and <= 90 days, with a debt >= R$ 25.00.

                  -     Unpaid bills, with no settlement through installments
                        included, issued by the Retail Business Unit in arrears
                        >= 10 and <= 90 days, with a CPF/CNPJ Tax No. debt <= R$
                        2,999.99.

                  -     Unpaid bills, with no settlement through installments
                        included, issued by the Retail Business Unit in arrears
                        >= 2 and <= 35 days, with a CPF/CNPJ Tax No. debt <= R$
                        2,999.99.

                  -     Settlement through Installments for customers of the
                        Retail Business Unit and CPF/CNPJ Tax No. Corporate
                        Business Unit <= R$ 2,999.99 that are removed.

            2.1.2. Specialized Collections:

                  -     Terminals in arrears of Corporate Business Unit with
                        bills >= 30 and <= 180 days in arrears and total debt x
                        CPF/CNPJ Tax No. >= R$ 3,000.00.

            2.1.3. Both of these operations cover all the branches of the
                   CONTRACTING PARTY.

      2.2.  Strategy:

            2.2.1. Retail: All administration should be handled by the
                   CONTRACTED PARTY.

                   -     All alterations in the strategy will be advised with 24
                         (twenty-four) hours notice to the CONTRACTING PARTY.

            2.2.2. Specialized Collections: All administration should be handled
                   by the CONTRACTED PARTY and notified to the CONTRACTING
                   PARTY.

                   -     All alterations in the strategy will be advised with 24
                         (twenty-four) hours notice to the CONTRACTED PARTY.

                                      A-43

<PAGE>

3.    INLOADS AND OUTLOADS

      3.1.  On Friday every week, the CONTRACTING PARTY should forward 100% of
            the additional overdue bills to the CONTRACTED PARTY (additional to
            the last inload batch), pursuant to the criteria in Items 2.1.1 and
            2.1.2, which may not exceed the days in arrears as specified below:

                  -     Retail Operation: Bills >= 10 and <= 16 days in arrears
                        and bills with settlements through installments included
                        >= 2 and <= 9 days in arrears.

                  -     Specialized Collection Operation: Bills >=30 and <=36
                        days in arrears.

            3.1.1. The CONTRACTING PARTY should forward the inload data promptly
                   at the scheduled time, as specified below:

                        -     BA and MG Regional Offices: Every Saturday by
                              midday.

                        -     Rio de Janeiro Regional Office: every Saturday by
                              17:00 hours.

                        -     CE and PE Regional Offices: Every Sunday by
                              midday.

      3.2.  Every day, the CONTRACTING PARTY should forward 100% of the
            additional outload bills to the CONTRACTED PARTY (additional to the
            last outload batch) for reasons of payment and other motives.

            3.2.1. The CONTRACTING PARTY should forward the outload data
                   strictly on schedule, as specified below:

                        -     BA, MG, RJ, CE and PE Regional Offices: Tuesday -
                              Saturday inclusive by 08:00 hours

            3.2.2. The CONTRACTED PARTY will automatically outload all bills for
                   a terminal due to expiry of period, under the following
                   conditions:

                  -     Most recent bill for the terminal under the Retail
                        Business Unit and in arrears >= 101 days.

                  -     Most recent bill for the terminal under the Corporate
                        Business Unit, CPF/CNPJ Tax No. <=R$ 2,999.99 and in
                        arrears >=101 days.

                  -     Most recent bill for the terminal under the Corporate
                        Business Unit, CPF/CNPJ Tax No. >=R$ 3,000.00 and in
                        arrears >=195 days.

                  -     Bill including settlement through installments in
                        arrears >=46 days and the most recent bill for the
                        terminal in arrears >=46 days.

                                      A-44

<PAGE>

      3.3.  Any alteration to the inload and outload processes will be subject
            to prior analysis by the CONTRACTED PARTY in order to assess its
            impacts and determine the deadlines and costs thereof.

4.    BILLING

      4.1.  Variable Remuneration Calculation Model

            4.1.1. Retail: The variable remuneration calculation takes place
                   through weighting the following variables:

              4.1.1.1. Reversal of Billing Harvest:

                  -     The Billing Harvest is defined as the set of all overdue
                        bills, as specified in Items 2.1.1 and 3.0, forwarded by
                        the CONTRACTING PARTY and inloaded by the CONTRACTED
                        PARTY, whose due dates refer to a specific billing month
                        of the CONTRACTING PARTY.

                  -     The CONTRACTING PARTY will remunerate the CONTRACTED
                        PARTY at 0.94% (zero point nine four per cent) of the
                        amounts recovered on the bills forwarded by the
                        CONTRACTING PARTY for collection by the CONTRACTED
                        PARTY.

                  -     The annual target set for the CONTRACTED PARTY is 88.0%
                        (eighty eight per cent) of the reversal of the bills
                        paid up to 90 (ninety) consecutive days in arrears on
                        the amount to be collected through the Billing Harvest
                        (called the "roll-over fee"). This percentage is broken
                        out each month as agreed between the Parties. Depending
                        on the collections performance in terms of this target
                        for the "roll-over fee" (88.0%), the remuneration of the
                        CONTRACTED PARTY will increase or decrease as described
                        below:

                                The CONTRACTING PARTY will pay additional
                                remuneration consisting of 0.25% (zero point two
                                five per cent) for each 0.88% (zero point eight
                                eight per cent) over the percentage target of
                                the "roll-over fee" agreed to between the
                                Parties (88.0%). The same will occur for the
                                remuneration reduction indicator, using a
                                percentage of 0.08% (zero point zero eight per
                                cent) for each 0.88% (zero point eight eight per
                                cent) that the CONTRACTED PARTY performs below
                                target (88.0%).

                  -     There is also a step-up or step-down for the basic
                        monthly amount of the Billing Harvest of R$ 420 million
                        (four hundred and twenty million Reais) in collections.
                        For a variation of more than 1% (one per cent) of this
                        volume, 0.025% (zero point zero two five per cent) will
                        be added to the basic remuneration rate. For a variation
                        in volumes of less than 1% (one per cent), the basic
                        remuneration rate will be reduced by 0.025% (zero point
                        zero two five per cent). The threshold for the Billing
                        Harvest value is R$ 400 million (four hundred million
                        Reais), with no remuneration reduction index above this
                        volume.

                                      A-45

<PAGE>

              4.1.1.2. Cancellation of Terminals:

                  -     Monthly terminals removed target as agreed periodically
                        among the Parties.

                  -     Bonus of R$ 10.00 for each terminal not cancelled (over
                        target), with the maximum bonus level being 10% (ten per
                        cent) above target.

                  -     Penalty of R$ 5.00 (five Reais) for each terminal
                        cancelled above target, with the penalty ceiling being
                        15% (fifteen per cent) above target.

                  -     Only terminals with open service orders for removal will
                        be taken under consideration for cancellation, other
                        than those removed due to failure to pay the connection
                        fees and for total cut-off due to non-payment (BPI).

              4.1.1.3. Settlement through Installments:

                  -     The CONTRACTING PARTY will pay the CONTRACTED PARTY the
                        amount of R$ 4,730.00 x Attendance Positions (PA) /
                        month (CE SITE value) for handling settlements through
                        installment for terminals removed.

      4.1.2. Specialized Collections: The calculation of the payment per
             Attendance Position (PA) is undertaken as follows:

      -     N degrees of Attendance Positions (PAs) / Site X Attendance Position
            (PA) Value (according to the Table in this Annex)

4.2.  Calculation Periods:

      4.2.1. Retail:

      -     The CONTRACTED PARTY and the CONTRACTING PARTY will check the
            Billing Harvest recovery rates for the last 3 (three) complete
            months by the 15th (fifteenth) day of each month, using the Billing
            Harvest Report as a checking tool, as agreed by the Parties, and
            applying the rules specified in Item 4.1.1.

      -     The Parties hereby agree that billing for the remuneration on
            Terminal Cancellation is based on the outcome of the calculations
            covering the first to the final day of the previous month.

      -     In case of total or partial loss of data on some variable, after
            making every attempt to recover the information, the CONTRACTING
            PARTY will remunerate the CONTRACTED PARTY by substituting the data
            for the adversely affected period through an average indicator for
            the past three months.

                                      A-46

<PAGE>

      4.2.2. Specialized Collections:

      -     The Parties agree that metering the number of Attendance Positions
            (PAs) for billing these operations will run from the 16th
            (sixteenth) day of the previous month through to the 15th
            (fifteenth) day of the current month.

      4.2.3. Any Other Services categorized as Recovery of Retail Credit that
             may need to be contracted by the CONTRACTING PARTY or offered by
             the CONTRACTED PARTY will be added to this Annex as an Amendment
             hereto, having been discussed in a specific Forum.

5.    HUMAN RESOURCES

5.1.  Staff Selection

            5.1.1. The following Table presents the curricular requirements to
            be taken into consideration for the recruitment and selection of
            candidates for the Positions listed in this Table:

5.2.  Training

            5.2.1. The CONTRACTED PARTY is responsible for training its staff in
            response and negotiation techniques, as well as transferring all the
            training supplied by the CONTRACTING

            5.2.2. The CONTRACTING PARTY will be responsible for the
            Multiplicatory Agent Training Sessions required to render the
            services covered by this Annex, such as: training sessions focused
            on the legacy systems, products and services required to perform the
            operating infrastructure that will transfer these activities to the
            operators.

5.3. Initial Training

            5.3.1. The following Table presents the Modules constituting the
            Capacity-Building Program for new employees hired by the CONTRACTED
            PARTY. The Parties may update the content of these Programs at any
            time in order to adapt them to the requirements of the operations,
            provided that common agreement is reached thereon.

                                      A-47

<PAGE>

<TABLE>
<CAPTION>
                                                 OPERATOR           QUALITY MONITOR         SUPERVISOR
<S>                                              <C>                <C>                     <C>
BEHAVIOR MODULE

Basic Customer Care Procedures.                      X                      X                    X

ORGANIZATION MODULE

Overview of Telecommunications,                      X                      X                    X
Organizational / Institutional Aspects
Telemar.

OPERATIONS MODULE

Legacy Systems, Scripts and Procedures.              X                      X                    X

MONITORING MODULE

Monitoring, Recording and Feedback                                         X
Procedures.

ADMINISTRATION AND LEADERSHIP MODULE /                                                           X
Staff and Team Management
</TABLE>

      5.3.2. The CONTRACTED PARTY should ensure that the operators begin work
      only after they have completed the Initial Training Module, having
      obtained grades that comply with the pre-defined approval ratings.

5.4.  Capacity-building

      5.4.1. The CONTRACTED PARTY should schedule the Capacity-Building Training
      Sessions on the bases of the following criteria:

<TABLE>
<S>                               <C>                           <C>
GROUP UP                          Monitoring                     20 min/ month
                                   Training                     360 min/ month
</TABLE>

                                      A-48

<PAGE>

      5.4.2. The CONTRACTED PARTY plan ahead and assign high priority to the
      Capacity-Building Training Sessions in order to restore satisfactory
      operator service standards, as described below:

            a. Operators scoring monitoring grades below 85 (eighty five);

            b. Operators with scores below the acceptable standard stipulated in
            the Quality Certification process (CEQUAL);

            c. Unsatisfactory results in the Customer Satisfaction Survey or
            Operator Performance Quality Monitoring services;

            d. Results rated as unsatisfactory by ANATEL in terms of Operator
            conduct;

            e. Alterations to processes, procedures, business rules and / or
            technology that affect the operator services.

      5.4.3. Any hypotheses not covered in this document and situations where
      the volume of Training Sessions required exceeds the implementation
      capacity thereof, will be agreed upon by the Parties.

      5.4.4. The duration of the Capacity-Building Training Sessions should
      comply with the provisions in Item 4.4 of this Annex.

      5.4.5. For Capacity-Building purposes, the training times allocated to
      topics and priorities as defined by the Monitoring and Satisfaction
      Surveys Ratings will be taken under consideration, ensuring that the
      duration thereof is assigned to subjects ranked as high priority.

      5.4.6. The Parties should agree on the duration (in hours) of the
      Capacity-Building Training Sessions, required for special responses and
      new services.

      5.4.7. The CONTRACTED PARTY should schedule the Training Sessions in
      compliance with the operator workloads, so that the service standards are
      not adversely affected thereby, necessarily sized to the scale of the
      operator capacity-building and training schedules.

      5.4.8. The CONTRACTED PARTY should forward to the training and
      capacity-building schedule for each site to the CONTRACTING PARTY on a
      monthly basis, with information on the services covered by the Training
      Sessions, the number of operators to be trained, duration (in hours), and
      the location of the Training Sessions.

      5.4.9. The CONTRACTED PARTY should forward to the CONTRACTING PARTY a
      Monthly Training Control Report covering the last month and containing
      pertinent information, such as attendance and grades (where applicable).

5.5.  Additional Training Sessions

                                      A-49

<PAGE>

            a. For Training Sessions not covered in Items 5.3 and 5.4, the
            CONTRACTING PARTY should draw up a training schedule for the
            Multiplicatory Agents, lasting no more than 10 (ten) days, to be
            delivered to the CONTRACTED PARTY with advance notice of 2 (two)
            days prior to the start of the Training Sessions. The CONTRACTED
            PARTY should ensure that its Multiplicatory Agents are available,
            provided that they are not involved in other Training Sessions.

            b. The CONTRACTED PARTY should draw up the Operator Training Program
            with the objective of implementing the effective rendering of the
            services within no more than 15 (fifteen) days, as from the end of
            the Multiplicatory Agent Training Sessions.

            c. Should the CONTRACTING PARTY request a Training Plan that
            requires overtime or unforeseen outlays, such outlays will be for
            the account thereof, with such amounts being estimated and agreed
            among the Parties prior to the start of the Training Sessions.

            d. Should the Operator Training Program exceed 10 (ten) days, the
            CONTRACTING PARTY should draw up a training schedule that does not
            adversely affect the Performance Ratings (SLA) of the operations.

6.    DURATION

The services listed in this chart will be supplied for a period of 5 (five)
years. On expiry of this period, the supply of the services will be
automatically renewed for 5 (five) years, unless any of the Parties decide
otherwise. Should any of the Parties decide not to extend the contract, the
Party adopting such decision should notify the other with advance notice of 180
(one hundred and eighty) days, all as stipulated in Item 14.1 of the Services
Agreement regulating the business relationship in question.

7.    REDUCTION OF SERVICE

The Parties hereby agree that the CONTRACTING PARTIES may reduce one or all of
the services constituting this product called "Credit Recovery Unit", rendered
by the CONTRACTED PARTY, provided the respective impact thereof does not result
in an annual reduction of more than [*****] of the revenues posted over the past
12 (twelve) months by the CONTRACTED PARTY for this product. When such reduction
exceeds [*****], the additional amount will be considered as partial rescission,
being subject to a rescissory fine in such case equivalent to the amount
corresponding to the amount by which the monthly revenues are reduced,
multiplied by [*****]. This amount should be calculated without including the
[*****] reduction permitted as described above, taking into consideration only
the amount exceeding the reduction limit allowed for the CONTRACTING PARTY. The
fine should be paid by the CONTRACTING PARTY reducing the services requested
from the CONTRACTED PARTY, both adopting this stance and taking the proportional
aspects of the revenues into consideration respectively.

                                      A-50

<PAGE>

6. Velox/DVI Assistance

The annual estimated fee for this service is [*****]

6.1 Services Chart, Prices, General Characteristics, Performance Ratings (SLA)

BILLING: Full Attendance Position (PA)

OPERATING HOURS: 24 hours x seven days x week

BILLING PERIOD: from the 16th (sixteenth) day of the previous month to the 15th
(fifteenth) day of the current month

SITE : RJ

<TABLE>
<CAPTION>
                                               R$                                   R$
                                                                         (after first three years of
Service                              (first three years of contract)*           contract)**
<S>                                  <C>                                 <C>
DVI Services                                [*****]                             [*****]

Velox Level 1 Service                       [*****]                             [*****]

Velox Level 2 Service                       [*****]                             [*****]
</TABLE>

* Prices with discount for the first three years, due to the use of partially
depreciated call center assets, acquired from Telemar.

**These amounts will be subject to annual monetary restatement in compliance
with Clause 8.8 of this Agreement.

                                      A-51
<PAGE>

GENERAL CHARACTERISTICS:

1.  Attendance Position (PA)

      The period for implementing the resized new services will depend on the
      technical resources required and the length of time needed to recruit and
      train the Human Resources, specifically for each service required by the
      CONTRACTING PARTY, which should be agreed among the Parties.

      For the current services, the implementation period of this resizing
      process should comply with the duration (in hours) of the Training
      Sessions stipulated for each contracted service.

      In view of the possibility of the CONTRACTED PARTY providing customer
      services through additional Attendance Positions (PAs), the Parties will
      agree on such increase, in addition to alterations to the price thereof,
      providing collateral covering the amounts due as payment thereon.

      In order to handle any possible future campaigns, whose dates should be
      notified by the CONTRACTING PARTY, the increase in the stipulated number
      of Attendance Positions (PAs) should always comply with the availability
      of the site(s) being requested by the CONTRACTED PARTY with advance notice
      of 3 (three) business days, for operations on Saturdays, Sundays and
      Holidays, and with advance notice of 15 (fifteen) days for operations on
      business days. It is hereby established that such periods may be altered
      through common agreement between the Parties.

      The period for contracting the Attendance Positions (PAs) that will be
      included in the services may not be less than 30 (thirty) days.

      Any reduction in the Attendance Positions (PAs) should be requested by the
      CONTRACTING PARTY with advance notice of 15 (fifteen) days and may not
      exceed the 10% (ten per cent) monthly average quantity of Attendance
      Positions (PAs) established for these services, with it being hereby
      agreed that the Parties may concur on a shorter period and / or alteration
      to the above percentage, should this be possible for the Customer Service.

      Should the reduction in the Attendance Positions (PAs) requested by the
      CONTRACTING PARTY result in a fraction, it is hereby agreed that this will
      correspond to the full unit higher than such fraction.

2.    BILLING

2.1 Halts in the Operations

      2.1.1 In case of any events that may halt the operations, the causes
      thereof should be identified, in order to establish the appropriate
      responsibilities and liabilities, as follows:

      2.1.2 When the causes are related to personnel management and / or
      maintenance contracts covering the technological facilities, the liability
      will be assigned to the CONTRACTED PARTY, which should issue invoices in
      compliance with the operations effectively carried out.

      2.1.3 When the causes are related to the infrastructure and / or lack of
      investments in technology under the responsibility of the CONTRACTING
      PARTY, it should remunerate the operation, considered for billing
      purposes:

            Services contracted by the Attendance Position (PA): Billing at 100%
            (one hundred per cent) of the Attendance Positions (PAs) approved
            for the period;

      2.1.4. For other occurrences, such as partial interruptions, outside
      events, brief downtime or slowdowns in the system that may affect the
      performance of the operations and that were

                                      A-52
<PAGE>

      proven to have been caused for matters that are the sole responsibility of
      the CONTRACTING PARTY, it should remunerate the CONTRACTED PARTY,
      replacing the adversely affected period by a similar period calculated on
      the basis of the historical records for the 3 (three) previous months.

2.2 Loss of billing information

      2.2.1 In situations where there is a partial or total loss of billing
      information for a period, once all attempts have been exhausted to recover
      the information, the CONTRACTING PARTY should remunerate the CONTRACTED
      PARTY, replacing the adversely affected period by a similar period
      calculated on the basis of the historical records for the 3 (three)
      previous months.

2.3 The billing for the services contracted by the Attendance Position (PA)
should be undertaken on the basis of the following conditions:

            a.    On the 16th (sixteenth) day of the month in which the service
                  is rendered, the CONTRACTED PARTY will determine, jointly with
                  the CONTRACTING PARTY, the average number of Attendance
                  Positions (PAs) logged for the month, calculated as follows:

                  Average number of Attendance Positions (PAs) logged in the
                  month = Average number of Attendance Positions (PAs) logged
                  during the business days of the month.

                  Definitions:

                  a) X = CONTRACTED ATTENDANCE POSITIONS (PAS)

                  Number of Attendance Positions (PAs) contracted by the
                  customer

                  b) Y = DIFFERENCE IN ATTENDANCE POSITIONS (PAS) LOGGED ON /
                  ACTUAL X PLANNED

                  Actual number of Attendance Positions (PAs) logged on -
                  Planned number of Attendance Positions (PAs) logged on, for
                  each -1/2-hour interval .

                  c) W = (sigma) (DIFFERENCE IN ATTENDANCE POSITIONS (PAS)
                  LOGGED ON / ACTUAL X PLANNED) / 12

                  Sum of the Difference between the Actual and Planned
                  Attendance Positions (PAs) logged on during the 48 x -1/2
                  hours of the day, divided by 12 (number of intervals worked by
                  the operator).

                  d) X -- W = ATTENDANCE POSITIONS (PAS) LOGGED ON / DAY

                  Attendance Positions (PAs) contracted -- (sigma) Difference
                  between Actual and Planned

                  Attendance Positions (PAs) logged on

                  e) AVERAGE ATTENDANCE POSITIONS (PAS) LOGGED ON DURING
                  BUSINESS DAYS = (sigma) NUMBER OF ATTENDANCE POSITIONS (PAS)
                  LOGGED ON DURING BUSINESS DAYS

                                                 NUMBER OF BUSINESS DAYS

                                      A-53
<PAGE>

2.3.1. The Attendance Positions (PAs) will be deemed active when occupied for at
least four consecutive hours logged under any of the status situations listed
below:

            a. In service (conversation, hold and / or post-service);

            b. Paused, provided that this does not exceed 25 minutes;

            c. Waiting to attend.

3. PERFORMANCE RATINGS (SLA)

3.1 SERVICE LEVEL I - Calls answered within 10 seconds

<TABLE>
<CAPTION>
                  OPERATIONS INDICATORS             TARGET   CHECKED
------------------------------------------------    ------   -------
<S>                                                 <C>      <C>
IND 01 NS I - % Calls answered within 10 seconds      88%     Daily

Key Account                                           95%     Daily

Major Accounts                                        95%     Daily

Support for Major Accounts                            95%     Daily
</TABLE>

3.2 SERVICE LEVELS I and II -- ANATEL Metering Day (DDX)

<TABLE>
<CAPTION>
                 OPERATIONS INDICATORS                       TARGET      CHECKED
--------------------------------------------------------     ------     ---------
<S>                                                          <C>        <C>
IND 01 NS I - % Calls Answered within 10 seconds - (PMM)        98%     -1/2 hour

IND 02 NS II - % Calls Answered within 35 seconds              100%     -1/2 hour
</TABLE>

4. HUMAN RESOURCES

4.1. Staff Selection

        4.1.1. The following Table presents the curricular requirements to be
        taken into consideration for the recruitment and selection of candidates
        for the Positions listed in this Table:

                                      A-54
<PAGE>

<TABLE>
<CAPTION>
                                                               Information
Services   Position         Education          Experience      Technology
--------  -----------  -------------------  -----------------  ------------
<S>       <C>          <C>                  <C>                <C>
                                            Information; six   Windows
                                            months Customer    environment
          Operator I   High School Diploma  Services
                                            (desirable)

Services  Operator II  High School Diploma  6 months Operator  Windows
                                            I (desirable)      environment

                                            1 year Supervisor
                          Undergraduate     Customer Services
          Supervisor       (desirable)      (desirable)        Office
</TABLE>

4.2. Training

      4.2.1. The CONTRACTED PARTY is responsible for training its staff in
      response and negotiation techniques, as well as transferring all the
      training supplied by the CONTRACTING PARTY.

      4.2.2. The CONTRACTING PARTY will be responsible for the Multiplicatory
      Agent Training Sessions required to render the services covered by this
      Annex, such as: training sessions focused on the legacy systems, products
      and services required to perform the operating activities, in addition to
      the costs of such training sessions, but with no responsibility for the
      infrastructure that will transfer these activities to the operators.

4.3. Initial Training

      4.3.1. The following Table presents the Modules constituting the
      Capacity-Building Program for new employees hired by the CONTRACTED PARTY.
      The Parties may update the content of these Programs at any time in order
      to adapt them to the requirements of the operations, provided that common
      agreement is reached thereon.

<TABLE>
<CAPTION>
                                                    QUALITY
                                          OPERATOR  MONITOR  Supervisor
                                          --------  -------  ----------
<S>                                       <C>       <C>      <C>
BEHAVIOR MODULE

Basic Customer Care Procedures.               X        X         X

ORGANIZATION MODULE

Overview of                                   X        X         X
</TABLE>

                                      A-55
<PAGE>

<TABLE>
<S>                                       <C>       <C>      <C>
Telecommunications, Organizational /
Institutional Aspects - Telemar.

OPERATIONS MODULE

Legacy Systems, Scripts and Procedures.   X         X        X

MONITORING MODULE

Monitoring, Recording and Feedback                  X
Procedures.

ADMINISTRATION AND LEADERSHIP MODULE /
Staff and Team Management                                    X
</TABLE>

      4.3.2. The CONTRACTED PARTY should ensure that the operators begin work
      only after having completed the Initial Training Module, having obtained
      grades that comply with the pre-defined approval ratings.

..4. Capacity building

      4.4.1. The CONTRACTED PARTY should schedule the Capacity-Building Training
      Sessions on the bases of the following criteria:

<TABLE>
<CAPTION>
                  Monitoring    20 min/month
CORPORATE GROUP    Training     360 min/month
---------------   ----------    -------------
<S>               <C>           <C>
</TABLE>

      4.4.2. The CONTRACTED PARTY plan ahead and assign high priority to the
      Capacity-Building Training Sessions in order to restore satisfactory
      operator service standards, as described below:

        a. Operators scoring monitoring grades below 85 (eighty five);

        b. Operators with scores below the acceptable standard stipulated in the
        Quality Certification process (CEQUAL);

        c. Unsatisfactory results in the Customer Satisfaction Survey or
        Operator Performance Quality Monitoring services;

        d. Results rated as unsatisfactory by ANATEL in terms of Operator
        conduct;

                                      A-56
<PAGE>

        e. Alterations to processes, procedures, business rules and / or
        technology affecting the operator services.

      4.4.3. Any hypotheses not covered in this document and situations where
      the volume of Training Sessions required exceeds the implementation
      capacity thereof, will be agreed upon by the Parties.

      4.4.4. The duration of the Capacity-Building Training Sessions should
      comply with the provisions in Item 4.4 of this Annex.

      4.4.5. For Capacity-Building purposes, the training times allocated to
      topics and priorities as defined by the Monitoring and Satisfaction
      Surveys Ratings will be taken into consideration, ensuring that the
      duration thereof is assigned to subjects ranked as high priority.

      4.4.6. The Parties should agree on the duration (in hours) of the
      Capacity-Building Training Sessions, required for special responses and
      new services.

      4.4.7. The CONTRACTED PARTY should schedule the Training Sessions in
      compliance with the operator workloads, so that the service standards are
      not adversely affected thereby, necessarily sized to the scale of the
      operator capacity-building and training schedules.

      4.4.8. The CONTRACTED PARTY should forward the training and
      capacity-building schedule for each site to the CONTRACTING PARTY on a
      monthly basis, with information on the services covered by the Training
      Sessions, the number of operators to be trained, duration (in hours), and
      the location of the Training Sessions.

      4.4.9. The CONTRACTED PARTY should forward to the CONTRACTING PARTY a
      Monthly Training and Refresher Training Control Report covering the last
      month and containing pertinent information, such as attendance and grades
      (where applicable).

4.5. Additional Training Sessions

      a. For Training Sessions not covered in Items 4.3 and 4.4, the CONTRACTING
      PARTY should draw up a training schedule for the Multiplicatory Agents,
      lasting no more than 10 (ten) days, to be delivered to the CONTRACTED
      PARTY with advance notice of 2 (two) days prior to the start of the
      Training Sessions. The CONTRACTED PARTY should ensure that its
      Multiplicatory Agents are available, provided that they are not involved
      in other Training Sessions.

      b. The CONTRACTED PARTY should draw up the Operator Training Program with
      the objective of implementing the effective rendering of the services
      within no more than 15 (fifteen) days, as from the end of the
      Multiplicatory Agent Training Sessions.

      c. Should the CONTRACTING PARTY request a Training Plan that requires
      overtime or unforeseen outlays, such outlays will be for the account
      thereof, with such amounts being estimated and agreed among the Parties
      prior to the start of the Training Sessions.

      d. Should the Operator Training Program exceed 10 (ten) days, the
      CONTRACTING PARTY should draw up a training schedule that does not
      adversely affect the Performance Ratings (SLA) of the operations.

                                      A-57
<PAGE>

5. DURATION

The services listed in this Chartwill be supplied for a period of 5 (five)
years. On expiry of this period, the supply of the services will be
automatically renewed for 5 (five) years, unless any of the Parties decide
otherwise. Should any of the Parties decide not to extend the Contract, the
Party adopting such decision should notify the other with advance notice of 180
(one hundred and eighty) days, all as stipulated in Item 14.1 of the Services
Agreement regulating the business relationship in question.

6. REDUCTION OF SERVICE

The Parties hereby agree that the CONTRACTING PARTIES may reduce one or all of
the services constituting this product called "Corporate", rendered by the
CONTRACTED PARTY, provided the respective impact thereof does not result in an
annual reduction of more than [*****] of the revenues posted over the past 12
(twelve) months by the CONTRACTED PARTY for this product. When such reduction
exceeds [*****], the additional amount will be considered as partial rescission,
being subject to a rescissory fine in such case equivalent to the amount
corresponding to the amount by which the monthly revenues are reduced,
multiplied by [*****]. This amount should be calculated without including the
[*****] reduction permitted as described above, taking into consideration only
the amount exceeding the reduction limit allowed for the CONTRACTING PARTY. The
fine should be paid by the CONTRACTING PARTY reducing the services requested
from the CONTRACTED PARTY, both adopting this stance and taking the proportional
aspects of the revenues into consideration.

                                      A-58
<PAGE>

7. CORPORATE SERVICES

The annual estimated fee for this service is [*****]

7.1 Services Chart, Prices, General Characteristics, Performance Ratings (SLA).

BILLING: Full Attendance Position (PA)

OPERATING HOURS:

<TABLE>
<CAPTION>
          Services                 Operating Hours
--------------------------   ----------------------------------
<S>                          <C>
Oi Corporate                 24 hours X 7 days a week

Key Account

                             08:00h - 20:00h - Monday to Friday

Major Accounts

Support for Major Accounts
</TABLE>

BILLING PERIOD: from the 16th (sixteenth) day of the previous month to the 15th
(fifteenth) day of the current month

SITE - RJ

Prices by Full Attendance Position (PA):

<TABLE>
<CAPTION>
        Services               R$
-------------------------    -------
<S>                          <C>
Oi Corporate Service         [*****]

Oi Corporate Back Office     [*****]

Oi Corporate Service Data    [*****]
</TABLE>

                    PRICES BY FULL ATTENDANCE POSITION (PA):

                                      A-59
<PAGE>

<TABLE>
<CAPTION>
                                        R$                                         R$
       Product               (first three years of the contract)*   (after first three years of the contract)**
--------------------------   ------------------------------------   -------------------------------------------
<S>                          <C>                                    <C>
Key Account - Telemar                       [*****]                                       [*****]

Major Accounts - Telemar                    [*****]                                       [*****]

Support for Major Accounts
- Telemar                                   [*****]                                       [*****]
</TABLE>

* Prices with discount during the first three years, due to the use of partially
depreciated call center assets, acquired from the CONTRACTING PARTY

** These amounts will be subject to monetary restatement on an annual basis,
pursuant to Clause 8.8 of this Agreement

GENERAL CHARACTERISTICS:

1.1. Attendance Position (PA)

      1.1   The period for implementing the resized new services will depend on
            the technical resources required and the length of time needed to
            recruit and train the Human Resources, specifically for each service
            required by the CONTRACTING PARTY, which should be agreed among the
            Parties.

      1.2   For the current services, the implementation period of this resizing
            process should comply with the duration (in hours) of the Training
            Sessions stipulated for each contracted service.

      1.3   In view of the possibility of the CONTRACTED PARTY providing
            customer services through additional Attendance Positions (PAs), the
            Parties will agree on such increase, in addition to alterations to
            the price thereof, providing collateral covering the amounts due as
            payment thereon.

      1.4   In order to handle any possible future campaigns, whose dates should
            be notified by the CONTRACTING PARTY, the increase in the stipulated
            number of Attendance Positions (PAs) should always comply with the
            availability of the site(s) being requested by the CONTRACTED PARTY
            with advance notice of 3 (three) business days, for operations on
            Saturdays, Sundays and Holidays, and with advance notice of 15
            (fifteen) days for operations on business days. It is hereby
            established that such periods may be altered through common
            agreement between the Parties.

      1.5   The period for contracting the Attendance Positions (PAs) that will
            be included in the services may not be less than 30 (thirty) days.

      1.6   Any reduction in the Attendance Positions (PAs) should be requested
            by the CONTRACTING PARTY with advance notice of 15 (fifteen) days
            and may not exceed the permitted limit of yearly reduction
            established for these services, with it being hereby agreed that the
            Parties may concur on a shorter period and / or alteration to the
            above percentage, should this be possible for the Customer Service.

      1.7   Should the reduction in the Attendance Positions (PAs) requested by
            the CONTRACTING PARTY result in a fraction, it is hereby agreed that
            this will correspond to the full unit higher

                                      A-60
<PAGE>

            than such fraction.

2. BILLING

2.1 Halts in the Operations

      2.1.1 In case of any events that may halt the operations, the causes
      thereof should be identified, in order to establish the appropriate
      responsibilities and liabilities, as follows:

      2.1.2 When the causes are related to personnel management and / or
      maintenance contracts covering the technological facilities, the liability
      will be assigned to the CONTRACTED PARTY, which should issue invoices in
      compliance with the operations effectively carried out.

      2.1.3 When the causes are related to the infrastructure and / or lack of
      investments in technology under the responsibility of the CONTRACTING
      PARTY, then it should remunerate the operation, considered for billing
      purposes:

        Services contracted by the Attendance Position (PA): Billing at 100%
        (one hundred per cent) of the Attendance Positions (PAs) approved for
        the period;

      2.1.4. For other occurrences, such as partial interruptions, outside
      events, brief downtime or slowdowns in the system that may affect the
      performance of the operations and that were proven to have been caused for
      matters that are the sole responsibility of the CONTRACTING PARTY, it
      should remunerate the CONTRACTED PARTY, replacing the adversely affected
      period by a similar period calculated on the basis of the historical
      records for the 3 (three) previous months.

2.2 Loss of billing information

      2.1 In situations where there is a partial or total loss of billing
      information for a period, once all attempts have been exhausted to recover
      the information, the CONTRACTING PARTY should remunerate the CONTRACTED
      PARTY, replacing the adversely affected period by a similar period
      calculated on the basis of the historical records for the 3 (three)
      previous months.

2.3 The billing for the services contracted by the Attendance Position (PA)
should be undertaken on the basis of the following conditions:

          a. On the 16th (sixteenth) day of the month in which the service is
          rendered, the CONTRACTED PARTY will calculate the average number of
          the Attendance Positions (PAs) logged on during peak periods (HMM)
          (average of the -1/2 hours) for the business days from the 16th
          (sixteenth) day of the previous month to the 15th (fifteenth) day of
          the current month, jointly with the CONTRACTING PARTY, based on the
          Reports agreed between the Parties, and duly documented.

2.4. The Attendance Positions (PAs) will be deemed active when occupied for at
least four consecutive hours logged under any of the status situations listed
below:

          a. In service (conversation, hold and / or post-service);

                                      A-61
<PAGE>

          b. Paused, provided that this does not exceed 25 minutes;

          c. Waiting to attend.

3. PERFORMANCE RATINGS (SLA)

3.1 SERVICE LEVEL I - Calls answered within 10 seconds

<TABLE>
<CAPTION>
                                                   TARGET   CHECKED
                                                   ------   -------
<S>                                                <C>      <C>
IND 01 NS I - % Calls answered within 10 seconds     88%     Daily

Key Account                                          95%     Daily

Major Accounts                                       95%     Daily

Support for Major Accounts                           95%     Daily
</TABLE>

3.2 SERVICE LEVELS I and II -- ANATEL Metering Day (DDX)

<TABLE>
<CAPTION>
                  OPERATIONS INDICATORS                     TARGET    CHECKED
--------------------------------------------------------    ------   ---------
<S>                                                         <C>      <C>
IND 01 NS I - % Calls Answered within 10 seconds - (PMM)       98%   -1/2 hour
IND 02 NS II - % Calls Answered within 35 seconds             100%   -1/2 hour
</TABLE>

4. HUMAN RESOURCES

4.1. Staff Selection

      4.1.1. The following Table presents the curricular requirements to be
      taken into consideration for the recruitment and selection of candidates
      for the Positions listed in this Table:

<TABLE>
<CAPTION>
Services    Position     Education        Experience      Information Technology
--------   ----------   -----------  -------------------  ----------------------
<S>        <C>          <C>          <C>                  <C>
Services   Operator I   High School  Information; six
                          Diploma    months Customer      Windows
                                      Services            environment

                                     (desirable)

           Operator II  High School  6 months Operator I  Windows
                          Diploma                         environment
                                     (desirable)
</TABLE>

                                      A-62
<PAGE>

<TABLE>
<CAPTION>
Services    Position      Education         Experience      Information Technology
--------   ----------   -------------  -------------------  ----------------------
<S>        <C>          <C>            <C>                  <C>

                                       1 year Supervisor
                        Undergraduate  Customer Services
           Supervisor   (desirable)                         Office
                                       (desirable)
</TABLE>

4.2. Training

      4.2.1. The CONTRACTED PARTY is responsible for training its staff in
      response and negotiation techniques, as well as transferring all the
      training supplied by the CONTRACTING PARTY.

      4.2.2. The CONTRACTING PARTY will be responsible for the Multiplicatory
      Agent Training Sessions required to render the services covered by this
      Annex, such as: training sessions focused on the legacy systems, products
      and services required to perform the operating activities, in addition to
      the costs of such training sessions, but with no responsibility for the
      infrastructure that will transfer these activities to the operators.

4.3. Initial Training

      4.3.1. The following Table presents the Modules constituting the
      Capacity-Building Program for new employees hired by the CONTRACTED PARTY.
      The Parties may update the content of these Programs at any time in order
      to adapt them to the requirements of the operations, provided that common
      agreement is reached thereon.

<TABLE>
<CAPTION>
                                                     QUALITY
                                           OPERATOR  MONITOR  Supervisor
                                           --------  -------  ----------
<S>                                        <C>       <C>      <C>
BEHAVIOR MODULE

Basic Customer Care Procedures.                X        X         X

ORGANIZATION MODULE

Overview of Telecommunications,
Organizational / Institutional Aspects -       X        X         X
Telemar.

OPERATIONS MODULE

Legacy Systems, Scripts and Procedures.        X        X         X
</TABLE>

                                      A-63
<PAGE>

<TABLE>
<S>                                        <C>   <C>    <C>
MONITORING MODULE

Monitoring, Recording and Feedback                X
Procedures.

 ADMINISTRATION AND LEADERSHIP MODULE /
Staff and Team Management                               X
</TABLE>

      4.3.2. The CONTRACTED PARTY should ensure that the operators begin work
      only after having completed the Initial Training Module, having obtained
      grades that comply with the pre-defined approval ratings.

4.4. Capacity-building

      4.4.1. The CONTRACTED PARTY should schedule the Capacity-Building Training
      Sessions on the bases of the following criteria:

<TABLE>
<CAPTION>
                   Monitoring   20 min/month
CORPORATE GROUP     Training    360 min/month
---------------    ----------   -------------
<S>                <C>          <C>
</TABLE>

      4.4.2. The CONTRACTED PARTY plan ahead and assign high priority to the
      Capacity-Building Training Sessions in order to restore satisfactory
      operator service standards, as described below:

          a. Operators scoring monitoring grades below 85 (eighty five);

          b. Operators with scores below the acceptable standard stipulated in
          the Quality Certification process (CEQUAL);

          c. Unsatisfactory results in the Customer Satisfaction Survey or
          Operator Performance Quality Monitoring services;

          d. Results rated as unsatisfactory by ANATEL in terms of Operator
          conduct;

          e. Alterations to processes, procedures, business rules and / or
          technology affecting the operator services.

      4.4.3. Any hypotheses not covered in this document and situations where
      the volume of Training Sessions required exceeds the implementation
      capacity thereof, will be agreed upon by the Parties.

      4.4.4. The duration of the Capacity-Building Training Sessions should
      comply with the provisions in Item 4.4 of this Annex.

                                      A-64
<PAGE>

      4.4.5. For Capacity-Building purposes, the training times allocated to
      topics and priorities as defined by the Monitoring and Satisfaction
      Surveys Ratings will be taken into consideration, ensuring that the
      duration thereof is assigned to subjects ranked as high priority.

      4.4.6. The Parties should agree on the duration (in hours) of the
      Capacity-Building Training Sessions, required for special responses and
      new services.

      4.4.7. The CONTRACTED PARTY should schedule the Training Sessions in
      compliance with the operator workloads, so that the service standards are
      not adversely affected thereby, necessarily sized to the scale of the
      operator capacity-building and training schedules.

      4.4.8. The CONTRACTED PARTY should forward the training and
      capacity-building schedule for each site to the CONTRACTING PARTY on a
      monthly basis, with information on the services covered by the Training
      Sessions, the number of operators to be trained, duration (in hours), and
      the location of the Training Sessions.

      4.4.9. The CONTRACTED PARTY should forward to the CONTRACTING PARTY a
      Monthly Training and Refresher Training Control Report covering the last
      month and containing pertinent information, such as attendance and grades
      (where applicable).

4.5. Additional Training Sessions

      a. For Training Sessions not covered in Items 4.3 and 4.4, the CONTRACTING
      PARTY should draw up a training schedule for the Multiplicatory Agents,
      lasting no more than 10 (ten) days, to be delivered to the CONTRACTED
      PARTY with advance notice of 2 (two) days prior to the start of the
      Training Sessions. The CONTRACTED PARTY should ensure that its
      Multiplicatory Agents are available, provided that they are not involved
      in other Training Sessions.

      b. The CONTRACTED PARTY should draw up the Operator Training Program with
      the objective of implementing the effective rendering of the services
      within no more than 15 (fifteen) days, as from the end of the
      Multiplicatory Agent Training Sessions.

      c. Should the CONTRACTING PARTY request a Training Plan that requires
      overtime or unforeseen outlays, such outlays will be for the account
      thereof, with such amounts being estimated and agreed among the Parties
      prior to the start of the Training Sessions.

      d. Should the Operator Training Program exceed 10 (ten) days, the
      CONTRACTING PARTY should draw up a training schedule that does not
      adversely affect the Performance Ratings (SLA) of the operations.

5. DURATION

The services listed in this chart will be supplied for a period of 5 (five)
years. On expiry of this period, the supply of the services will be
automatically renewed for 5 (five) years, unless any of the Parties

                                      A-65
<PAGE>

decide otherwise. Should any of the Parties decide not to extend the Contract,
the Party adopting such decision should notify the other with advance notice of
180 (one hundred and eighty) days, all as stipulated in Item 14.1 of the
Services Agreement regulating the business relationship in question.

6. REDUCTION OF SERVICE

The Parties hereby agree that the CONTRACTING PARTIES may reduce one or all of
the services constituting this product called "Corporate", rendered by the
CONTRACTED PARTY, provided the respective impact thereof does not result in an
annual reduction of more than [*****] of the revenues posted over the past 12
(twelve) months by the CONTRACTED PARTY for this product. When such reduction
exceeds [*****], the additional amount will be considered as partial rescission,
being subject to a rescissory fine in such case equivalent to the amount
corresponding to the amount by which the monthly revenues are reduced,
multiplied by [*****]. This amount should be calculated without including the
[*****] reduction permitted as described above, taking into consideration only
the amount exceeding the reduction limit allowed for the CONTRACTING PARTY. The
fine should be paid by the CONTRACTING PARTY reducing the services requested
from the CONTRACTED PARTY, both adopting this stance and taking the proportional
aspects of the revenues into consideration.

                                      A-66
<PAGE>

8. TELEMAR RETENTION

The annual estimated fee for this service is [*****].

8.1 Services Chart, Prices, General Characteristics, Performance Ratings (SLA).

Service:  Trouble Ticket (TT) / Incoming Retention

Billing: Minute Spoken (CE SITE)

Operating Hours: 08:00h - 22:00h, Monday to Saturday.

Billing Period: from the 16th (sixteenth) day of the previous month to the 15th
(fifteenth) day of the current month

Prices (Minute Spoken)

<TABLE>
<CAPTION>
                        R$                                        R$
Site   (first three years of the contract)*   (after first three years of the contract)**
----   ------------------------------------   -------------------------------------------
<S>    <C>                                    <C>
 CE                     [*****]                                  [*****]
</TABLE>

* Prices with discount during the first three years, due to the use of partially
depreciated call center assets, acquired from the CONTRACTING PARTY

** These amounts will be subject to monetary restatement on an annual basis,
pursuant to Clause 8.8 of this Agreement

General Characteristics:

The Trouble Ticket (TT) Incoming Retention Service assists customers wishing to
cancel their telephone lines. This operation is segmented into three cells:
Silver and Bronze, Diamond and Gold, and Micro-Enterprises.

The Incoming Retention Service is contracted through the Speaking Time model,
meaning that there are no Attendance Positions (PAs) contracted.

Performance Ratings (SLA) - Valid only for the CE SITE. No Performance Ratings
(SLA) have been contracted for the MG SITE.

                                      A-67
<PAGE>

IND.01 -- SERVICE LEVEL III

(*) Fine charged on the Minute Spoken Value

<TABLE>
<CAPTION>
SERVICE LEVEL    FINE (*)
-------------    --------
<S>              <C>
       0         [*****]
       1         [*****]
       2         [*****]
       3         [*****]
       4         [*****]
       5         [*****]
       6         [*****]
      14         [*****]
      15         [*****]
      16         [*****]
      17         [*****]
      18         [*****]
      19         [*****]
      20         [*****]
      21         [*****]
      22         [*****]
      23         [*****]
      24         [*****]
      25         [*****]
      26         [*****]
      27         [*****]
      28         [*****]
      29         [*****]
      30         [*****]
      31         [*****]
      32         [*****]
      33         [*****]
      34         [*****]
      35         [*****]
      36         [*****]
      37         [*****]
      38         [*****]
      39         [*****]
      40         [*****]
      41         [*****]
      42         [*****]
      43         [*****]
      44         [*****]
      45         [*****]
      46         [*****]
      47         [*****]
      48         [*****]
      49         [*****]
      50         [*****]
      51         [*****]
      52         [*****]
      53         [*****]
      54         [*****]
      55         [*****]
      56         [*****]
      57         [*****]
      58         [*****]
      59         [*****]
      60         [*****]
      61         [*****]
      62         [*****]
      63         [*****]
      64         [*****]
      65         [*****]
      66         [*****]
      67         [*****]
      68         [*****]
      69         [*****]
      70         [*****]
      71         [*****]
      72         [*****]
      73         [*****]
      74         [*****]
      75         [*****]
      76         [*****]
      77         [*****]
      78         [*****]
      79         [*****]
      80         [*****]
      81         [*****]
      82         [*****]
      83         [*****]
      84         [*****]
      85         [*****]
      86         [*****]
      87         [*****]
      88         [*****]
      89         [*****]
      90         [*****]
      91         [*****]
      92         [*****]
      93         [*****]
</TABLE>

                                      A-68
<PAGE>

IND.02 -- % BAD CALLS

(*) Fine charged on the value of the Minute Spoken

<TABLE>
<CAPTION>
% BAD CALLS   FINE (*)
-----------   --------
<S>           <C>
 0% - 8%      [*****]
   8.1%       [*****]
   8.2%       [*****]
   8.3%       [*****]
   8.4%       [*****]
   8.5%       [*****]
   8.6%       [*****]
   8.7%       [*****]
   8.8%       [*****]
   8.9%       [*****]
   9.0%       [*****]
   9.1%       [*****]
   9.2%       [*****]
   9.3%       [*****]
   9.4%       [*****]
   9.5%       [*****]
   9.6%       [*****]
   9.7%       [*****]
   9.8%       [*****]
   9.9%       [*****]
  10.0%       [*****]
  10.1%       [*****]
  10.2%       [*****]
  10.3%       [*****]
  10.4%       [*****]
  10.5%       [*****]
  10.6%       [*****]
  10.7%       [*****]
  10.8%       [*****]
  10.9%       [*****]
  11.0%       [*****]
  11.1%       [*****]
  11.2%       [*****]
  11.3%       [*****]
  11.4%       [*****]
  11.5%       [*****]
  11.6%       [*****]
  11.7%       [*****]
  11.8%       [*****]
  11.9%       [*****]
  12.0%       [*****]
  12.1%       [*****]
  12.2%       [*****]
  12.3%       [*****]
  12.4%       [*****]
  12.5%       [*****]
  12.6%       [*****]
  12.7%       [*****]
  12.8%       [*****]
  12.9%       [*****]
  13.0%       [*****]
  13.1%       [*****]
  13.2%       [*****]
  13.3%       [*****]
  13.4%       [*****]
  13.5%       [*****]
  13.6%       [*****]
  13.7%       [*****]
  13.8%       [*****]
  13.9%       [*****]
  14.0%       [*****]
  14.1%       [*****]
  14.2%       [*****]
  14.3%       [*****]
  14.4%       [*****]
  14.5%       [*****]
  14.6%       [*****]
  14.7%       [*****]
  14.8%       [*****]
  14.9%       [*****]
  15.0%       [*****]
  15.1%       [*****]
  15.2%       [*****]
  15.3%       [*****]
  15.4%       [*****]
  15.5%       [*****]
  15.6%       [*****]
  15.7%       [*****]
  15.8%       [*****]
  15.9%       [*****]
  16.0%       [*****]
  16.1%       [*****]
  16.2%       [*****]
  16.3%       [*****]
  16.4%       [*****]
  16.5%       [*****]
  16.6%       [*****]
  16.7%       [*****]
  16.8%       [*****]
  16.9%       [*****]
  17.0%       [*****]
  17.1%       [*****]
  17.2%       [*****]
</TABLE>

                                      A-69
<PAGE>

IND.03 --  RETENTION INDEX

(*) Accelerator applied to the Minute Spoken value

<TABLE>
<CAPTION>
Performance   ACCELERATOR (*)  FROM        TO      PERIOD
-----------   --------------- -------   -------    ------
<S>           <C>             <C>       <C>        <C>
60% - 64.9%        0.5%       [*****]   [*****]

65% - 69.9%         1%        [*****]   [*****]

70% - 74.9%        1.5%       [*****]   [*****]

75% - 79.9%         2%        [*****]   [*****]
                                                   Monthly
80% - 84.9%        2.5%       [*****]   [*****]

85% - 89.9%         3%        [*****]   [*****]

90% - 94.9%        3.5%       [*****]   [*****]

95% - 100%          4%        [*****]   [*****]
</TABLE>

                                      A-70
<PAGE>

IND.04 -- % TMK MARKING

(*) Fine charged on the Minute Spoken Value

<TABLE>
<CAPTION>
              MARKING FINE
TMK MARKING        (*)
-----------   ------------
<S>           <C>
   90.0%         [*****]
   90.1%         [*****]
   90.2%         [*****]
   90.3%         [*****]
   90.4%         [*****]
   90.5%         [*****]
   90.6%         [*****]
   90.7%         [*****]
   90.8%         [*****]
   90.9%         [*****]
   91.0%         [*****]
   91.1%         [*****]
   91.2%         [*****]
   91.3%         [*****]
   91.4%         [*****]
   91.5%         [*****]
   91.6%         [*****]
   91.7%         [*****]
   91.8%         [*****]
   91.9%         [*****]
   92.0%         [*****]
   92.1%         [*****]
   92.2%         [*****]
   92.3%         [*****]
   92.4%         [*****]
   92.5%         [*****]
   92.6%         [*****]
   92.7%         [*****]
   92.8%         [*****]
   92.9%         [*****]
   93.0%         [*****]
   93.1%         [*****]
   93.2%         [*****]
   93.3%         [*****]
   93.4%         [*****]
   93.5%         [*****]
   93.6%         [*****]
   93.7%         [*****]
   93.8%         [*****]
   93.9%         [*****]
   94.0%         [*****]
   94.1%         [*****]
   94.2%         [*****]
   94.3%         [*****]
   94.4%         [*****]
   94.5%         [*****]
   94.6%         [*****]
   94.7%         [*****]
   94.8%         [*****]
   94.9%         [*****]
   95.0%         [*****]
   95.1%         [*****]
   95.2%         [*****]
   95.3%         [*****]
   95.4%         [*****]
   95.5%         [*****]
   95.6%         [*****]
   95.7%         [*****]
   95.8%         [*****]
   95.9%         [*****]
   96.0%         [*****]
   96.1%         [*****]
   96.2%         [*****]
   96.3%         [*****]
   96.4%         [*****]
   96.5%         [*****]
   96.6%         [*****]
   96.7%         [*****]
   96.8%         [*****]
   96.9%         [*****]
   97.0%         [*****]
   97.1%         [*****]
   97.2%         [*****]
   97.3%         [*****]
   97.4%         [*****]
   97.5%         [*****]
   97.6%         [*****]
   97.7%         [*****]
   97.8%         [*****]
   97.9%         [*****]
   98.0%         [*****]
   98.1%         [*****]
   98.2%         [*****]
   98.3%         [*****]
   98.4%         [*****]
   98.5%         [*****]
   98.6%         [*****]
   98.7%         [*****]
   98.8%         [*****]
   98.9%         [*****]
   99.0%         [*****]
   99.1%         [*****]
   99.2%         [*****]
   99.3%         [*****]
   99.4%         [*****]
   99.5%         [*****]
   99.6%         [*****]
   99.7%         [*****]
   99.8%         [*****]
   99.9%         [*****]
   100.0%        [*****]
</TABLE>

                                      A-71
<PAGE>

8.2 Services Chart, Prices, General Characteristics, Performance Ratings (SLA).

SERVICE: Velox Incoming Retention

BILLING: by Attendance Position (PA)

OPERATING HOURS: 08:00h - 22:00h, Monday to Saturday.

BILLING PERIOD: from the 16th (sixteenth) day of the previous month to the 15th
(fifteenth) day of the current month

Prices:

<TABLE>
<CAPTION>
                       R$                                       R$
Site  (first three years of contract)*    (after first three years of the contract)**
----  --------------------------------    -------------------------------------------
<S>   <C>                                 <C>

 CE                  [*****]                                    [*****]
</TABLE>

* Prices with discount during the first three years, due to the use of partially
depreciated call center assets, acquired from the CONTRACTING PARTY.

** These amounts will be subject to monetary restatement on an annual basis,
pursuant to Clause 8.8 of this Agreement

General Characteristics:

Consists of specialized services for customers wishing to cancel their Velox
product, providing them with full information and listing the benefits as
required to keep them in our base. Our intention is not only to retain our
customers, but also to build up their loyalty.

                                      A-72
<PAGE>

8.3 Services Chart, Prices, General Characteristics, Performance Ratings (SLA).

Service: SI Incoming Retention

Billing: by Attendance Position (PA)

Operating Hours: 08:00h - 22:00h, Monday to Saturday.

Billing Period: from the 16th (sixteenth) day of the previous month to the 15th
(fifteenth) day of the current month

Prices:

<TABLE>
<CAPTION>
                        R$                                   R$
Site   (first three years of contract)*    (after first three years of contract)**
----   --------------------------------    ---------------------------------------
<S>    <C>                                 <C>

 CE                   [*****]                              [*****]
</TABLE>

* Prices with discount during the first three years, due to the use of partially
depreciated call center assets, acquired from the CONTRACTING PARTY

** These amounts will be subject to monetary restatement on an annual basis,
pursuant to Clause 8.8 of this Agreement

General Characteristics:

Consists of specialized services for customers wishing to cancel their Smart
Services, providing them with full information and listing the benefits as
required to keep them in our base. At the moment, we service only customers with
IDTC or packages including IDTC.

Performance Ratings (SLA)
No Performance Ratings contracted.

                                      A-73
<PAGE>

8.4 Services Chart, Prices, General Characteristics, Performance Ratings (SLA).

Service: BPR Outgoing Retention

Billing: by Attendance Position (PA)

Operating Hours: 08:00h - 22:00h, Monday to Saturday.

Billing Period: from the 16th (sixteenth) day of the previous month to the 15th
(fifteenth) day of the current month

Prices:

<TABLE>
<CAPTION>
                        R$                                       R$
Site   (first three years of contract)*    (after first three years of the contract)**
----   --------------------------------    -------------------------------------------
<S>    <C>                                 <C>
 CE                   [*****]                                  [*****]
</TABLE>

* Prices with discount during the first three years, due to the use of partially
depreciated call center assets, acquired from the CONTRACTING PARTY

** These amounts will be subject to monetary restatement on an annual basis,
pursuant to Clause 8.8 of this Agreement

General Characteristics:

Retention services for customers whose lines are partially blocked, in order to
convince the customer to have the telephone line reconnected.

Performance Ratings (SLA)

IND 01 - Number of Contacts with Right Person (CPCs) per month: 54,000
(considering the CPC for BPR and BPI)

                                      A-74
<PAGE>

8.5 Services Chart, Prices, General Characteristics, Performance Ratings (SLA).

Service: Outgoing Retention  BPI

Billing: by  Attendance Position (PA)

Operating Hours: 08:00h - 22:00h, Monday to Saturday.

Billing Period: from the 16th (sixteenth) day of the previous month to the 15th
(fifteenth) day of the current month

Prices:

<TABLE>
<CAPTION>
                        R$                                       R$
Site   (first three years of contract)*    (after first three years of the contract)**
----   --------------------------------    -------------------------------------------
<S>    <C>                                 <C>
 CE                   [*****]                                  [*****]
</TABLE>

* Prices with discount during the first three years, due to the use of partially
depreciated call center assets, acquired from the CONTRACTING PARTY

** These amounts will be subject to monetary restatement on an annual basis,
pursuant to Clause 8.8 of this Agreement

General Characteristics:

Assisting customers whose telephone lines are partially disconnected due to
non-payment, in order to negotiate the customer's debt and revert this to bring
the customer back to active status in the base.

Performance Ratings (SLA)

IND 01 - Number of Contacts with Right Persons (CPC) per month: 54,000 (CPC for
BPR and BPI)

                                      A-75
<PAGE>

8.6 Services Chart, Prices, General Characteristics, Performance Ratings (SLA).

Service: Connection Fee Collection / Outgoing Retention

Billing: by Attendance Position (PA)

Operating Hours: 08:45h - 21:15h, Monday to Saturday.

Billing Period: from the 16th (sixteenth) day of the previous month to the 15th
(fifteenth) day of the current month

Prices:

<TABLE>
<CAPTION>
                        R$                                       R$
Site   (first three years of contract)*    (after first three years of the contract)**
----   --------------------------------    -------------------------------------------
<S>    <C>                                 <C>
 CE                   [*****]                                  [*****]
</TABLE>

* Prices with discount during the first three years, due to the use of partially
depreciated call center assets, acquired from the CONTRACTING PARTY

** These amounts will be subject to monetary restatement on an annual basis,
pursuant to Clause 8.8 of this Agreement

General Characteristics:

The Connection Fee Collection (THAB) consists of effectively collecting the
Connection Fee or obtaining a promise to pay on the next business day. This
increases the confirmed inflow of revenues brought in by the services rendered
while ensuring that the customer remains in the active consumption base as duly
paid up.

Performance Ratings (SLA)
No Performance Ratings contracted.

                                      A-76
<PAGE>

8.7 Services Chart, Prices, General Characteristics, Performance Ratings (SLA).

Service: Consumption Consulting / Outgoing Retention

Billing: by Attendance Position (PA)

Operating Hours: 08:00h - 20:30h, Monday to Saturday.

Billing Period: from the 16th (sixteenth) day of the previous month to the 15th
(fifteenth) day of the current month

Prices:

<TABLE>
<CAPTION>
                        R$                                       R$
Site   (first three years of contract)*    (after first three years of the contract)**
----   --------------------------------    -------------------------------------------
<S>    <C>                                 <C>
 CE                   [*****]                                  [*****]
</TABLE>

* Prices with discount during the first three years, due to the use of partially
depreciated call center assets, acquired from the CONTRACTING PARTY

** These amounts will be subject to monetary restatement on an annual basis,
pursuant to Clause 8.8 of this Agreement

General Characteristics:

This operation consists of outgoing contacts with customers at high risk of
default with considerable increases in their last telephone bills. This contact
advises customers on how to control their consumption better, preventing them
from defaulting.

Performance Ratings (SLA)
No Performance Ratings contracted.

                                      A-77
<PAGE>

8.8 Services Chart, Prices, General Characteristics, Performance Ratings (SLA).

Service: Post-Sales Welcome TT

Billing: by Attendance Position (PA)

Operating Hours: 08:35h - 21:15h, Monday to Saturday.

Billing Period: from the 16th (sixteenth) day of the previous month to the 15th
(fifteenth) day of the current month

Prices:

<TABLE>
<CAPTION>
                        R$                                       R$
Site   (first three years of contract)*    (after first three years of the contract)**
----   --------------------------------    -------------------------------------------
<S>    <C>                                 <C>
 CE                   [*****]                                  [*****]
</TABLE>

* Prices with discount during the first three years, due to the use of partially
depreciated call center assets, acquired from the CONTRACTING PARTY

** These amounts will be subject to monetary restatement on an annual basis,
pursuant to Clause 8.8 of this Agreement

General Characteristics:

The purpose of this operation is to contact customers within 5 (five) days of
acquiring their telephone lines in order to welcome them to the company and
offer them products and services that are tailored to their needs.

Performance Ratings (SLA)
No Performance Ratings contracted.

                                      A-78
<PAGE>

8.9 Services Chart, Prices, General Characteristics, Performance Ratings (SLA).

Service: Velox Post Sales Welcome and Post Repair

Billing: by Attendance Position (PA)

Operating Hours: 08:35h - 21:15h, Monday to Saturday.

Billing Period: from the 16th (sixteenth) day of the previous month to the 15th
(fifteenth) day of the current month

Prices:

<TABLE>
<CAPTION>
                        R$                                       R$
Site   (first three years of contract)*    (after first three years of the contract)**
----   --------------------------------    -------------------------------------------
<S>    <C>                                 <C>
 CE                   [*****]                                  [*****]
</TABLE>

* Prices with discount during the first three years, due to the use of partially
depreciated call center assets, acquired from the CONTRACTING PARTY

** These amounts will be subject to monetary restatement on an annual basis,
pursuant to Clause 8.8 of this Agreement

General Characteristics:

The Velox Welcome service is designed to contact customers within 5 (five) days
of acquiring the Velox product and 45 (forty-five) days after installation in
order to ensure that these customers are satisfied with the product. The Velox
Post-Repair Service contacts the customer after a call to the help desk, in
order to ensure that the customer`s request was handled in a satisfactory
manner.

Performance Ratings (SLA)
No Performance Ratings contracted.

                                      A-79
<PAGE>

8.10 Services Chart, Prices, General Characteristics, Performance Ratings (SLA).

Service: Building up Customer Loyalty / Retention Incoming

Billing: Minute Spoken

Operating Hours: 08:00h - 22:00h, Monday to Saturday.

Billing Period: from the 16th (sixteenth) day of the previous month to the 15th
(fifteenth) day of the current month

Prices:

<TABLE>
<CAPTION>
                        R$                                       R$
Site   (first three years of contract)*    (after first three years of the contract)**
----   --------------------------------    -------------------------------------------
<S>    <C>                                 <C>
 CE                   [*****]                                  [*****]
</TABLE>

* Prices with discount during the first three years, due to the use of partially
depreciated call center assets, acquired from the CONTRACTING PARTY

** These amounts will be subject to monetary restatement on an annual basis,
pursuant to Clause 8.8 of this Agreement

General Characteristics:

The Customer Loyalty Retention Service consists of responding to NRES customers
wishing to cancel their CSP exclusivity plans through 31.

The Incoming Customer Loyalty Retention Service is contracted on the Speaking
Time model, meaning that there is no specific number of Attendance Positions
(PAs) contracted.

This operation is currently shared with the incoming Micro-Enterprise segment
operation.

Performance Ratings (SLA)

There are no specific indicators for the Customer Loyalty operation. However, as
these services are shared with the TT incoming retention services, the minute
value may be affected (fine and accelerator), depending operation the
Performance Rating (SLA) of this operation. (See the Annex TT incoming
retention)

                                      A-80
<PAGE>

8.11 Services Chart, Prices, General Characteristics, Performance Ratings (SLA)
and Training Sessions.

Service: BackOffice Retention

Billing: by Attendance Position (PA)

Operating Hours: 08:00h - 20:30h, Monday to Saturday.

Billing Period: from the 16th (sixteenth) day of the previous month to the 15th
(fifteenth) day of the current month

Prices:

<TABLE>
<CAPTION>
                        R$                                       R$
Site   (first three years of contract)*    (after first three years of the contract)**
----   --------------------------------    -------------------------------------------
<S>    <C>                                 <C>
 CE                   [*****]                                  [*****]
</TABLE>

* Prices with discount during the first three years, due to the use of partially
depreciated call center assets, acquired from the CONTRACTING PARTY

** These
amounts will be subject to monetary restatement on an annual basis, pursuant to
Clause 8.8 of this Agreement

General Characteristics:

Operations support area in charge of dealing with requests opened while
responding to calls.

Performance Ratings (SLA)
No Performance Ratings contracted.

TRAINING

The types of Training required to perform of the services are described below,
in addition to defining the Party bearing the costs thereof:

      -     Initial Training: Consists of the Training required for each
            operator to begin work in the respective service cells, in order to
            ensure a proper understanding of the various types of

                                      A-81
<PAGE>

            information related thereto. Responsibility of the CONTRACTED PARTY.
            This includes the start-up of a service, as well as the replacement
            of operators due to normal staff turnover. When the Human Resources
            are already employed by the CONTRACTED PARTY and are migrating from
            another operation, the training costs will be for the account of the
            CONTRACTING PARTIES, which will discuss these amounts among
            themselves.

      -     Refresher Training : Consists of update training in information for
            the respective services cells and upgrading the operators for
            rendering the services, as follows:

            When the service is contracted by Attendance Position (PA): the
            CONTRACTED PARTY is responsible for the Refresher Training costs,
            for no more than 5 (five) days/year per operator. The costs of any
            additional periods will be for the account of the CONTRACTING
            PARTIES, which will discuss these amounts among themselves

            When the service is contracted by Minute Spoken: the cost for a
            period of up to 5 (five) days/year, this will be the responsibility
            of the CONTRACTING PARTIES, in accordance with the "Minutes Spoken"
            Price List, which constitutes an integral part of this document.

DURATION

The services listed in this chart will be supplied for a period of 5 (five)
years. On expiry of this period, the supply of the services will be
automatically renewed for 5 (five) years, unless any of the Parties decide
otherwise. Should any of the Parties decide not to extend the contract, the
Party adopting such decision should notify the other with advance notice of 180
(one hundred and eighty) days, all as stipulated in Item 14.1 of the Services
Agreement regulating the business relationship in question.

REDUCTION OF SERVICE

The Parties hereby agree that the CONTRACTING PARTIES may reduce one or all of
the services constituting this product called "TELEMAR RETENTION", rendered by
the CONTRACTED PARTY, provided the respective impact thereof does not result in
an annual reduction of more than [*****] of the revenues posted over the past 12
(twelve) months by the CONTRACTED PARTY for this product. When such reduction
exceeds [*****], the additional amount will be considered as partial rescission,
being subject to a rescissory fine in such case equivalent to the amount
corresponding to the amount by which the monthly revenues are reduced,
multiplied by [*****]. This amount should be calculated without including the
[*****] reduction permitted as described above, taking into consideration only
the amount exceeding the reduction limit allowed for the CONTRACTING PARTY. The
fine should be paid by the CONTRACTING PARTY reducing the services requested
from the CONTRACTED PARTY, both adopting this stance and taking the proportional
aspects of the revenues into consideration.

                                      A-82
<PAGE>

9. OI RETENTION

The annual estimated fee for this service is [*****].

9.1 Services Chart, Prices, General Characteristics, Performance Ratings (SLA).

Service: Oi - MG Site / Incoming Retention

Billing: by Attendance Position (PA)

Operating Hours: 08:00h - 20:00h, Monday to Saturday

Billing Period: from the 16th (sixteenth) day of the previous month to the 15th
(fifteenth) day of the current month

Prices:

<TABLE>
<CAPTION>
Site     R$
----   -------
<S>    <C>
MG     [*****]
</TABLE>

General Characteristics:

The Oi incoming retention service assists customers wishing to cancel their
mobile telephone line.

Performance Ratings (SLA)
IND.01 -- SERVICE LEVEL (80% in 20 seconds)

TRAINING

The types of Training required to perform of the services are described below,
in addition to defining the Party bearing the costs thereof:

      -     INITIAL TRAINING: Initial Training: Consists of the Training
            required for each operator to begin work in the respective service
            cells, in order to ensure a proper understanding of the various
            types of information related thereto. Responsibility of the
            CONTRACTED PARTY. This includes the start-up of a service, as well
            as the replacement of operators due to

                                      A-83
<PAGE>

            normal staff turnover. When the Human Resources are already employed
            by the CONTRACTED PARTY and are migrating from another operation,
            the training costs will be for the account of the CONTRACTING
            PARTIES, which will discuss these amounts among themselves.

      -     Refresher Training : Consists of update training in information for
            the respective services cells, upgrading the operators fore
            rendering the services, as follows:

            When the service is contracted by Attendance Position (PA): the
            CONTRACTED PARTY is responsible for the Refresher Training costs,
            for no more than 5 (five) days/year per operator. The costs of any
            additional periods will be for the account of the CONTRACTING
            PARTIES, which will discuss these amounts among themselves.

            When the service is contracted by Minute Spoken: the cost for a
            period of up to 5 (five) days/year, this will be the responsibility
            of the CONTRACTING PARTIES, in accordance with the "Minutes Spoken"
            Price List, which constitutes an integral part of this document.

DURATION

The services covered in this chart will be supplied for a period of 5 (five)
years. On expiry of this period, the supply of the services will be
automatically renewed for 5 (five) years, unless any of the Parties decide
otherwise. Should any of the Parties decide not to extend the contract, the
Party adopting such decision should notify the other with advance notice of 180
(one hundred and eighty) days, all as stipulated in Item 14.1 of the Services
Agreement regulating the business relationship in question.

REDUCTION OF SERVICE

The Parties hereby agree that the CONTRACTING PARTIES may reduce one or all of
the services constituting this product called "OI RETENTION", rendered by the
CONTRACTED PARTY, provided the respective impact thereof does not result in an
annual reduction of more than [*****] of the revenues posted over the past 12
(twelve) months by the CONTRACTED PARTY for this product. When such reduction
exceeds [*****], the additional amount will be considered as partial rescission,
being subject to a rescissory fine in such case equivalent to the amount
corresponding to the amount by which the monthly revenues are reduced,
multiplied by [*****]. This amount should be calculated without including the
[*****] reduction permitted as described above, taking into consideration only
the amount exceeding the reduction limit allowed for the CONTRACTING PARTY. The
fine should be paid by the CONTRACTING PARTY reducing the services requested
from the CONTRACTED PARTY, both adopting this stance and taking the proportional
aspects of the revenues into consideration.

                                      A-84
<PAGE>

10. Telemar Telemarketing Retail

The annual estimated fee for this service is R$ 50,430,000.00 (fifty million,
four hundred and thirty thousand Reais).

10.1 Services Chart, Prices, General Characteristics, Performance Ratings (SLA).

Service: Back Office Sales PE

Billing: Attendance Position (PA) fixed

Operating Hours: Monday to Saturday, 08:00h - 20:00h

Billing Period: 16 day of the previous month to the 15th (fifteenth) day of the
current month

Prices:

<TABLE>
<CAPTION>
                                                R$                                       R$
           Service            (first three years of contract)*     (after first three years of the contract)**
----------------------------  --------------------------------     -------------------------------------------
<S>                           <C>                                  <C>
Back Office - Sales Position                 [*****]                                  [*****]
(PV) 12 hours

Back Office - Sales Position                 [*****]                                  [*****]
(PV) eight hours
</TABLE>

* Prices with discount during the first three years, due to the use of partially
depreciated call center assets, acquired from the CONTRACTING PARTY

** These amounts will be subject to monetary restatement on an annual basis,
pursuant to Clause 8.8 of this Agreement

                                      A-85
<PAGE>

GENERAL CHARACTERISTICS

3 (three) Customer Service Desks

   -   Desk 1 -> Incoming Services = Telemar Points of Sale Services - Agents
       call in to register new sales.

   Targets:

   NS II = 80% of the calls answered within 35 seconds

   TMV = Calls Answered x TMA

      N(degree) of Applications Registered

   -   Desk 2: Outgoing Services -- Contacts with customers whose products have
       not been installed (customer withdraws, address not found etc.)

   Targets:

   % New Installations x Attendance Position (PA): 50%

   % Contacts made - 60%

   -   Desk 3: Credit Constraints -- Dealing with customers whose credit
       screenings show constraints (Transact)

   Targets:

   80% Contacts Approved and Denied

   100% of pending matters  dealt within 48 hours

TRAINING

BO Sales: Duration - 15 days

                                      A-86
<PAGE>

10.2 Services Chart, Prices, General Characteristics, Performance Ratings (SLA).

Product: Retail Telemarketing - Site BA

Billing: Fixed Sales Position (PV)

Operating Hours: Incoming: Monday to Saturday, 08:00h - 22:00h

      Outgoing: Monday to Saturday, 09:00h - 21:00h

Billing Period: from the 16th (sixteenth) day of the previous month to the 15th
(fifteenth) day of the current month

Prices:

<TABLE>
<CAPTION>
                          R$                                      R$
Product    (first three years of contract)*    (after first three years of the contract)**
-------    --------------------------------    -------------------------------------------
<S>        <C>                                 <C>
  LD                  [*****]                                   [*****]
</TABLE>

-----------------
* Prices with discount during the first three years, due to the use of partially
depreciated call center assets, acquired from the CONTRACTING PARTY

** These amounts will be subject to monetary restatement on an annual basis,
pursuant to Clause 8.8 of this Agreement

Performance Ratings (SLA)

IND.01- SERVICE LEVEL I

<TABLE>
<CAPTION>
PERIOD      PERFORMANCE       CHECKED
------      -----------       -------
<S>        <C>               <C>
Daily      88% within 10"    Every -1/2
                               hour
</TABLE>

IND.02 - SERVICE LEVEL II

<TABLE>
<CAPTION>
PERIOD      PERFORMANCE       CHECKED
------      -----------       -------
<S>        <C>               <C>
Daily      88% within 35"    Every -1/2
                               hour
</TABLE>

                                      A-87
<PAGE>

Service Characteristics

Long Distance Products Sales Service

Billing by Full Sales Position (PV)

TRAINING

LD: Duration - 16 days

Initial New Product Training / Customer Cost.

Initial Training to replace Staff Turnover Contax cost.

Refresher Training / Contax cost.

                                      A-88
<PAGE>

10.3 Services Chart, Prices, General Characteristics, Performance Ratings (SLA)

Service: Retail Telemarketing BA and MG Sites

Billing: Fixed + Variable

Operating Hours: Incoming: Monday to Saturday, 08:00h - 22:00h

      Outgoing: Monday to Saturday, 09:00h - 21:00h

Billing Period: from the 16th (sixteenth) day of the previous month to the 15th
(fifteenth) day of the current month

Prices:

<TABLE>
<CAPTION>
                         R$                                        R$
Service    (first three years of contract)*    (after first three years of the contract)**
-------    --------------------------------    -------------------------------------------
<S>        <C>                                 <C>
  TT                    [*****]                                   [*****]
 Velox                  [*****]                                   [*****]
</TABLE>

-----------------
* Prices with discount during the first three years, due to the use of partially
depreciated call center assets, acquired from the CONTRACTING PARTY

** These amounts will be subject to monetary restatement on an annual basis,
pursuant to Clause 8.8 of this Agreement

                                      A-89
<PAGE>

GENERAL CHARACTERISTICS

Win to Win Remuneration Model: consists of applying the respective percentage of
the remuneration to the value of the Attendance Position (PA), in terms of
reaching the target agreed periodically among the Parties, as shown below:

0 - 75% x target => [*****] of the price of the Full Sales Position (PV)

100% x target => [*****] of the price of the Full Sales Position (PV)

130% x target => [*****] of the price of the Full Sales Position (PV)

The following Table gives a Sales Position (PV) simulation remuneration by
percentage of targets reached for net sale and installation compared to the
agreed targets shown in this Table:

<TABLE>
<CAPTION>
  %
Target
Reached     Fixed Portion     Total
-------     -------------     -----
<S>         <C>              <C>

  75%          [*****]       [*****]
  76%          [*****]       [*****]
  77%          [*****]       [*****]
  78%          [*****]       [*****]
  79%          [*****]       [*****]
  80%          [*****]       [*****]
  81%          [*****]       [*****]
  82%          [*****]       [*****]
  83%          [*****]       [*****]
  84%          [*****]       [*****]
  85%          [*****]       [*****]
  86%          [*****]       [*****]
  87%          [*****]       [*****]
  88%          [*****]       [*****]
  89%          [*****]       [*****]
  90%          [*****]       [*****]
  91%          [*****]       [*****]
  92%          [*****]       [*****]
  93%          [*****]       [*****]
  94%          [*****]       [*****]
  95%          [*****]       [*****]
</TABLE>

                                      A-90
<PAGE>

<TABLE>
<S>    <C>       <C>
 96%   [*****]   [*****]
 97%   [*****]   [*****]
 98%   [*****]   [*****]
 99%   [*****]   [*****]
100%   [*****]   [*****]
101%   [*****]   [*****]
102%   [*****]   [*****]
103%   [*****]   [*****]
104%   [*****]   [*****]
105%   [*****]   [*****]
106%   [*****]   [*****]
107%   [*****]   [*****]
108%   [*****]   [*****]
109%   [*****]   [*****]
110%   [*****]   [*****]
111%   [*****]   [*****]
112%   [*****]   [*****]
113%   [*****]   [*****]
114%   [*****]   [*****]
115%   [*****]   [*****]
116%   [*****]   [*****]
117%   [*****]   [*****]
118%   [*****]   [*****]
119%   [*****]   [*****]
120%   [*****]   [*****]
121%   [*****]   [*****]
122%   [*****]   [*****]
123%   [*****]   [*****]
124%   [*****]   [*****]
125%   [*****]   [*****]
126%   [*****]   [*****]
127%   [*****]   [*****]
128%   [*****]   [*****]
129%   [*****]   [*****]
130%   [*****]   [*****]
131%   [*****]   [*****]
</TABLE>

TT Operating Hours at the BA site:

Incoming:

                                      A-91
<PAGE>

Monday - Friday   07:00h - 22:00 h (100% of the operations)

Saturdays         08:00h - 22:00 h (70% of the operations)

Sundays           08:00h - 22:00 h (30% of the operations)

The outgoing and incoming TT and Velox Operating Hours in Minas Gerais begin 15
minutes before and 15 minutes after the BA Operating Hours (described above).

PERFORMANCE RATINGS (SLA)

IND.01- SERVICE LEVEL I

<TABLE>
<CAPTION>
PERIOD   PERFORMANCE     CHECKED
------   -----------     -------
<S>     <C>             <C>
Daily   88% within 10"  Every -1/2
                          hour
</TABLE>

IND.02 - SERVICE LEVEL II

<TABLE>
<CAPTION>
PERIOD   PERFORMANCE     CHECKED
------   -----------     -------
<S>     <C>             <C>
Daily   88% within 35"  Every -1/2
                          hour,
</TABLE>

Training

  -  TT: Duration - 19 days

  -  Velox: Duration - 14 days

                                      A-92
<PAGE>

10.4 Services Chart, Prices, General Characteristics, Performance Ratings (SLA)

Product: BO Retail Telemarketing - Rio de Janeiro Site

Billing: Fixed Sales Position (PV)

Operating Hours: Outgoing - Monday to Saturday, 09:00h - 21:00h

Billing Period: from the 16th (sixteenth) day of the previous month to the 15th
(fifteenth) day of the current month

Prices:

<TABLE>
<CAPTION>
                       R$                                       R$
Service   (first three years of contract)*   (after first three years of the contract)**
-------   --------------------------------   -------------------------------------------
<S>       <C>                                <C>
  LD                   [*****]                                  [*****]
</TABLE>

-----------------
* Prices with discount during the first three years, due to the use of partially
depreciated call center assets, acquired from the CONTRACTING PARTY

** These amounts will be subject to monetary restatement on an annual basis,
pursuant to Clause 8.8 of this Agreement

GENERAL CHARACTERISTICS

  Operation focused enhancing customer loyalty,

  Main Ratings : % Market Share and Success Rate

  Operation without Dialer

Training

LD: Duration - 15 days

                                      A-93
<PAGE>

10.5 Services Chart, Prices, General Characteristics, Performance Ratings (SLA)

Service: BO Retail Telemarketing - RJ Site

Billing: Fixed Sales Position (PV)

Operating Hours: Outgoing: Monday to Saturday, 09:00h - 21:00h

Billing Period: from the 16th (sixteenth) day of the previous month to the 15th
(fifteenth) day of the current month

Prices:

<TABLE>
<CAPTION>
                                 R$                                           R$
    Service        (first three years of contract)*    (after first three years of the contract)**
    -------        --------------------------------    -------------------------------------------
<S>                <C>                                 <C>
VELOX PENDING                  [*****]                                 [*****]
TT PENDING                     [*****]                                 [*****]
BackOffice VELOX               [*****]                                 [*****]
</TABLE>

-----------------
* Prices with discount during the first three years, due to the use of partially
depreciated call center assets, acquired from the CONTRACTING PARTY

** These amounts will be subject to monetary restatement on an annual basis,
pursuant to Clause 8.8 of this Agreement

GENERAL CHARACTERISTICS

  Solving problems arising during product installation

  Operation without Dialer

                                      A-94
<PAGE>

10.6 Services Chart, Prices, General Characteristics, Performance Ratings (SLA)

Service: BO Retail Telemarketing - RJ Site

Billing: Fixed Sales Position (PV)

Operating Hours: Outgoing: Monday to Saturday, 09:00h - 21:00h

Billing Period: from the 16th (sixteenth) day of the previous month to the 15th
(fifteenth) day of the current month

Prices:

<TABLE>
<CAPTION>
                         R$                                            R$
Service    (first three years of contract)*    (after first three years of the contract)**
-------    --------------------------------    -------------------------------------------
<S>        <C>                                 <C>
 VELOX                  [*****]                                  [*****]
</TABLE>

-----------------
* Prices with discount during the first three years, due to the use of partially
depreciated call center assets, acquired from the CONTRACTING PARTY

** These amounts will be subject to monetary restatement on an annual basis,
pursuant to Clause 8.8 of this Agreement

GENERAL CHARACTERISTICS

  Main Ratings: Products Sold

  Operation using Contax dialer

HUMAN RESOURCES

  -   Recruitment and selection

      The CONTRACTED PARTY is responsible for handling the recruitment and
      selection of all the Human Resources required by and allocated to the
      Telesales operations, The recruitment and selection process should be
      designed to ensure the profile, qualifications (technical and

                                      A-95
<PAGE>

      behavioral) and periods agreed between the CONTRACTING PARTY and the
      CONTRACTED PARTY,

      The Parties hereby agree that the CONTRACTING PARTY may modify the
      profile, qualifications and periods mentioned in Item 3.1 provided that
      this is done with advance notice of 30 (thirty) consecutive days.

      The CONTRACTING PARTY reserves the right to audit selected processes in
      order to ensure that the contracted resources comply with the profile
      stipulated thereby.

      The CONTRACTED PARTY should notify the CONTRACTING PARTY and reach
      agreement on all and any alterations to the sales staff (dismissals,
      lay-offs, resignations and / or transfers), whenever such changes reach or
      exceed 10% (ten per cent) of the staff each month Should the CONTRACTING
      PARTY request the transfer of sales staff from one operation to another,
      the implantation schedule should include the training required for the new
      operation and the replacement of the transferred staff.

  -   Initial and Refresher Training Sessions

      The CONTRACTED PARTY should apply the Capacity-Building Model agreed among
      the Parties to all Human Resources in direct contact with customers (sales
      staff and supervisors) for Products and Behavioral Training Sessions, The
      CONTRACTED PARTY is responsible for training its staff in response and
      negotiation techniques, sales techniques and other Technical or Behavioral
      Training Sessions as required for the good performance of its Human
      Resources assigned to the Telesales Operations, as well as transferring
      all the training supplied by the CONTRACTING PARTY,

      The preparation of the training materials covering the characteristics and
      benefits of each product, as well as the Capacity-Building Sessions run
      for the Instructors and / or Multiplicatory Agents of the CONTRACTED PARTY
      are the responsibility of the CONTRACTING PARTY when a new operation or
      sales campaign is being implemented, The Materials should be delivered by
      the CONTRACTING PARTY at least 3 (three) business days prior to start of
      the Training Sessions,

      The CONTRACTED PARTY is responsible for the training and capacity building
      of its team of Instructors and / or Multiplicatory Agents through classes,
      presentation techniques and instruction,

      The CONTRACTED PARTY should ensure that the sales staff start work only
      after having completed the Initial Training Module, with passing grades
      that comply with the approval standards, as agreed previously by the
      Parties, Should trainees begin working earlier at the request of the
      CONTRACTING PARTY, this will be the responsibility thereof,

      When the services are contracted by Sales Position (Sales Position (PV)):
      the CONTRACTED PARTY is responsible for the Refresher Training costs, for
      no more than 5 (five) days/year per operator, The costs of any additional
      periods will be for the account of the CONTRACTING PARTIES, in accordance
      with the Training Man-hours Price List, which constitutes an integral

                                      A-96
<PAGE>

      part of this document, The duration and content of the Refresher Training
      Sessions should be agreed between the CONTRACTING PARTY and the CONTRACTED
      PARTY,

      The CONTRACTING PARTY is responsible for the Capacity-Building Sessions
      run for the Instructors of the CONTRACTED PARTY, in terms of the
      characteristics of the product or system to be introduced or implemented,
      as well as the costs thereof, when this training is not part of the
      Initial Training, The costs will be agreed between the Parties whenever
      necessary,

DURATION

The services listed in this chart will be supplied for a period of 5 (five)
years, On expiry of this period, the supply of the services will be
automatically renewed for 5 (five) years, unless any of the Parties decides
otherwise, Should any of the Parties decide not to extend the contract, the
Party adopting such decision should notify the other with advance notice of 180
(one hundred and eighty) days, all as stipulated in Item 14.1 of the Services
Agreement regulating the business relationship in question,

REDUCTION OF SERVICE

The Parties hereby agree that the CONTRACTING PARTIES may reduce one or all of
the services constituting this product called "Retail Telemarketing", rendered
by the CONTRACTED PARTY, provided the respective impact thereof does not result
in an annual reduction of more than [*****] of the revenues posted over the past
12 (twelve) months by the CONTRACTED PARTY for this product, When such reduction
exceeds [*****], the additional amount will be considered as partial rescission,
being subject to a rescissory fine in such case equivalent to the amount
corresponding to the amount by which the monthly revenues are reduced,
multiplied by [*****], This amount should be calculated without including the
[*****] reduction permitted as described above, taking into consideration only
the amount exceeding the reduction limit allowed for the CONTRACTING PARTY, The
fine should be paid by the CONTRACTING PARTY reducing the services requested
from the CONTRACTED PARTY, both adopting this stance and taking the proportional
aspects of the revenues into consideration,

                                      A-97
<PAGE>

11. TELEMAR BUSINESS TELEMARKETING

The annual estimated fee for this service is [*****],

11.1 Services Chart, Prices, General Characteristics, Performance Ratings (SLA)

Service: Business Telemarketing MG Site

Billing: Attendance Position (PA) fixed

Operating Hours Velox and Oi, outgoing and incoming: Monday - Friday, 07:45h -
20:15h, Saturday: 07:45h - 14:00h, Copernicus: Monday - Friday, 09:00h - 17:12
h.

Billing Period: from the 16th (sixteenth) day of the previous month to the 15th
(fifteenth) day of the current month.

Prices

<TABLE>
<CAPTION>
                              R$                                       R$
  Service       (first three years of contract)*   (after first three years of contract)**
  -------       --------------------------------   ---------------------------------------
<S>             <C>                                <C>
Velox and OI                [*****]                               [*****]
 Copernicus                 [*****]                               [*****]
</TABLE>

-----------------
* Prices with discount during the first three years, due to the use of partially
depreciated call center assets, acquired from the CONTRACTING PARTY

** These amounts will be subject to monetary restatement on an annual basis,
pursuant to Clause 8.8 of this Agreement

Training

Velox and OI: Duration - 15 days

Copernicus: Duration - 17 days

The types of Training required to perform of the services are described below,
in addition to defining the Party bearing the costs thereof:

                                      A-98
<PAGE>

  -   INITIAL TRAINING: Consists of the Training required for each
      operator to begin work in the respective service cells, in order to
      ensure a proper understanding of the various types of information
      related thereto.

      Responsibility of the CONTRACTED PARTY. This includes the start-up of a
      service, as well as the replacement of operators due to normal staff
      turnover.

  -   REFRESHER TRAINING : Consists of update training in information for the
      respective services cells, upgrading the operators for rendering the
      services, namely::

      When the service is contracted by Attendance Position (PA): the CONTRACTED
      PARTY is responsible for the Refresher Training costs, for no more than 5
      (five) days/year per operator, The costs of any additional periods will be
      for the account of the CONTRACTING PARTIES, in accordance with the
      Training Man-hours Price List, which constitutes an integral part of this
      document.

      When the service is contracted by Minute Spoken: The cost will be the
      responsibility of the CONTRACTING PARTIES, in accordance with the "Minutes
      Spoken" Price List, which constitutes an integral part of this document.

DURATION

The services covered in this chart will be supplied for a period of 5 (five)
years, On expiry of this period, the supply of the services will be
automatically renewed for 5 (five) years, unless any of the Parties decides
otherwise, Should any of the Parties decide not to extend the contract, the
Party adopting such decision should notify the other with advance notice of 180
(one hundred and eighty) days, all as stipulated in Item 14.1 of the Services
Agreement regulating the business relationship in question,

REDUCTION OF SERVICE

The Parties hereby agree that the CONTRACTING PARTIES may reduce one or all of
the services constituting this product called "TELEMAR BUSINESS TELEMARKETING",
rendered by the CONTRACTED PARTY, provided the respective impact thereof does
not result in an annual reduction of more than [*****] of the revenues posted
over the past 12 (twelve) months by the CONTRACTED PARTY for this product, When
such reduction exceeds [*****], the additional amount will be considered as
partial rescission, being subject to a rescissory fine in such case equivalent
to the amount corresponding to the amount by which the monthly revenues are
reduced, multiplied by [*****], This amount should be calculated without
including the [*****] reduction permitted as described above, taking into
consideration only the amount exceeding the reduction limit allowed for the
CONTRACTING PARTY, The fine should be paid by the CONTRACTING PARTY reducing the
services requested from the CONTRACTED PARTY, both adopting this stance and
taking the proportional aspects of the revenues into consideration,

                                      A-99
<PAGE>

12. OI TELEMARKETING

The annual estimated fee for this service is [*****].

12.1 Services Chart, Prices, General Characteristics, Performance Ratings (SLA)
and Training Sessions

Product: Retail Telemarketing - BA and MG Sites

Billing: Fixed Sales Position (PV)

Operating Hours: Incoming: Monday to Saturday, 08:00h - 22:00h

      Outgoing: Monday to Saturday, 09:00h - 21:00h

Billing Period: Full Month

Prices:

<TABLE>
<CAPTION>
  Service         R$
  -------         --
<S>            <C>
    OI         [*****]
OI Recharge    [*****]
</TABLE>

GENERAL CHARACTERISTICS

Sale of Oi products

                                     A-100
<PAGE>

Performance Ratings (SLA)

IND.01- SERVICE LEVEL I

<TABLE>
<CAPTION>
PERIOD     PERFORMANCE      CHECKED
------     -----------      -------
<S>       <C>              <C>
 Day      88% within 10"   Every -1/2
                              hour
</TABLE>

                                     A-101
<PAGE>

IND.02 - SERVICE LEVEL II

<TABLE>
<CAPTION>
 PERIOD  PERFORMANCE       CHECKED
------- -------------- ----------------
<S>     <C>            <C>
  Day   88% within 35" Every -1/2 hour.
</TABLE>

TRAINING

Initial Training

OI: Duration - 15 days.

Paid by the CONTRACTING PARTIES

Refresher Training -- Cost: CONTRACTED PARTY

The types of Training required to perform of the services are described below,
in addition to defining the Party bearing the costs thereof:

      -     INITIAL TRAINING: Consists of the Training required for each
            operator to begin work in the respective service cells, in order to
            ensure a proper understanding of the various types of information
            related thereto. Responsibility of the CONTRACTED PARTY. This
            includes the start-up of a service, as well as the replacement of
            operators due to normal staff turnover.

      -     REFRESHER TRAINING : Consists of update training in information for
            the respective services cells, upgrading the operators in order to
            render the of the services, as follows:

      -     When the service is contracted by Attendance Position (PA): the
            CONTRACTED PARTY is responsible for the Refresher Training costs,
            for no more than 5 (five) days/year per operator. The costs of any
            additional periods will be for the account of the CONTRACTING
            PARTIES, in accordance with the Training Man-hours Price List, which
            constitutes an integral part of this document.

      -     When the service is contracted by Minute Spoken: The cost will be
            the responsibility of the CONTRACTING PARTIES, in accordance with
            the "Minutes Spoken" Price List, which constitutes an integral part
            of this document.

HUMAN RESOURCES

Recruitment and selection

The CONTRACTED PARTY is responsible for handling the recruitment and selection
of all the Human Resources required by and allocated to the Telesales
operations. The recruitment and selection process should be designed to ensure
the profile, qualifications (technical and behavioral) and periods agreed
between the CONTRACTING PARTY and the CONTRACTED PARTY.

                                      A-102
<PAGE>

It hereby agreed among the Parties that the CONTRACTING PARTY may modify the
profile, qualifications and periods mentioned in Item 3.1, provided that this is
done with advance notice of 30 (thirty) consecutive days.

The CONTRACTING PARTY reserves the right to audit selected processes in order to
ensure that the contracted resources comply with the profile stipulated thereby.

the CONTRACTED PARTY should notify the CONTRACTING PARTY and reach agreement on
all and any alterations to the sales staff (dismissals, lay-offs, resignations
and / or transfers), whenever such changes reach or exceed 10% (ten per cent) of
the staff each month. Should the CONTRACTING PARTY request the transfer of sales
staff from one operation to another, the implantation schedule should include
the training required for the new operation and the replacement of the
transferred staff.

INITIAL AND REFRESHER TRAINING SESSIONS

The CONTRACTED PARTY should apply the Capacity-Building Model agreed among the
Parties to all Human Resources in direct contact with customers (sales staff and
supervisors) for Products and Behavioral Training Sessions. The CONTRACTED PARTY
is responsible for training its staff in response and negotiation techniques,
sales techniques and other Technical or Behavioral Training Sessions as required
for the good performance of its Human Resources assigned to the Telesales
Operations, as well as transferring all the training supplied by the CONTRACTING
PARTY.

The preparation of the training materials covering the characteristics and
benefits of each product, as well as the Capacity-Building Sessions run for the
Instructors and / or Multiplicatory Agents of the CONTRACTED PARTY are the
responsibility of the CONTRACTING PARTY when a new operation or sales campaign
is being implemented. The Materials should be delivered by the CONTRACTING PARTY
at least 3 (three) business days prior to start of the Training Sessions.

The CONTRACTED PARTY is responsible for the training and capacity building of
its team of Instructors and / or Multiplicatory Agents through classes,
presentation techniques and instruction.

The CONTRACTED PARTY should ensure that the sales staff starts work only after
having completed the Initial Training Module, with passing grades that comply
with the approval standards, as agreed previously by the Parties. Should
trainees begin working earlier at the request of the CONTRACTING PARTY, this
will be the responsibility thereof.

When the services are contracted by Sales Position (Sales Position (PV)): the
CONTRACTED PARTY is responsible for the Refresher Training costs, for no more
than 5 (five) days/year per operator. The costs of any additional periods will
be for the account of the CONTRACTING PARTIES, in accordance with the Training
Man-hours Price List, which constitutes an integral part of this document. The
duration and content of the Refresher Training Sessions should be agreed between
the CONTRACTING PARTY and the CONTRACTED PARTY.

                                      A-103
<PAGE>

DURATION

The services covered in this chart will be supplied for a period of 5 (five)
years. On expiry of this period, the supply of the services will be
automatically renewed for 5 (five) years, unless any of the Parties decide
otherwise. Should any of the Parties decide not to extend the contract, the
Party adopting such decision should notify the other with advance notice of 180
(one hundred and eighty) days, all as stipulated in Item 14.1 of the Services
Agreement regulating the business relationship in question.

REDUCTION OF SERVICE

The Parties hereby agree that the CONTRACTING PARTIES may reduce one or all of
the services constituting this product called "OI TELEMARKETING", rendered by
the CONTRACTED PARTY, provided the respective impact thereof does not result in
an annual reduction of more than [*****] of the revenues posted over the past 12
(twelve) months by the CONTRACTED PARTY for this product. When such reduction
exceeds [*****], the additional amount will be considered as partial rescission,
being subject to a rescissory fine in such case equivalent to the amount
corresponding to the amount by which the monthly revenues are reduced,
multiplied [*****]. This amount should be calculated without including the
[*****] reduction permitted as described above, taking into consideration only
the amount exceeding the reduction limit allowed for the CONTRACTING PARTY. The
fine should be paid by the CONTRACTING PARTY reducing the services requested
from the CONTRACTED PARTY, both adopting this stance and taking the proportional
aspects of the revenues into consideration.

                                      A-104
<PAGE>

13. OI CUSTOMER SERVICES

The annual estimated fee for this service is [*****].

13.1 Services Chart, Prices, General Characteristics, Performance Ratings (SLA).

      PRODUCT: Pre-Paid - Gold and Diamond Customers

      OPERATING HOURS: 24 hours x seven days x week

      BILLING MODEL: Minute Spoken

      BILLING PERIOD: from the 16th (sixteenth) day of the previous month to the
      15th (fifteenth) day of the current month.

                                   PRICE LIST

<TABLE>
<CAPTION>
                                                        R$               R$
  Site          Services                Unit     (Jan-Apr 2005)  (May 2005 onwards)
------- ---------------------------  ----------  --------------  ------------------
<S>     <C>                          <C>         <C>             <C>
        Unit Cost / Minute             R$ / min      [*****]          [*****]

        Overtime 100% -- Operator      R$ / h        [*****]          [*****]

        Overtime 50% -- Operator       R$ / h        [*****]          [*****]

Niteroi Overtime 100% -- Supervisor    R$ / h        [*****]          [*****]

        Overtime 50% -- Supervisor     R$ / h        [*****]          [*****]

        Hours Training Operator        R$ / h        [*****]          [*****]

        Hours Training Supervisor      R$ / h        [*****]          [*****]
</TABLE>

                                      A-105
<PAGE>

GENERAL REMARKS

1 - DEFINITIONS

CMS / BCMS: Traffic Control System for all incoming / outgoing calls through the
Automatic Call Distributor (DAC).

CONTRACTED PARTY: CONTAX TNL S/A.

CONTRACTING PARTY: TNL PCS S/A.

DAC: Automatic Call Distributor.

DMM: Busiest Day.

HE: Overtime.

HMM: Busiest Time.

HOLD TIME: Time during which the Customer Representatives (RA) keep the customer
waiting during the call.

SERVICE LEVEL (NS): Quality indicator portraying the percentage of calls
answered live, with a pre-set maximum waiting time.

SYSTEM PAUSE: Pause covering the time used by the Customer Representatives (RA)
to log in, check with the supervisor and handle conference-call transfers.

POST-SERVICE: Pause used by the Customer Representatives (RA) to carry out the
Back Office tasks supplementary to the customer services, requested only by Oi,
and to register the TT for information, request and / or complaint after hanging
up on the customer call. This pause is configured by the Automatic Calls
Distributor (DAC) directly with skill.

CUSTOMER SERVICE POSITION (PA): Each unit that receives or makes calls, equipped
with the tools required for customer services.

CUSTOMER REPRESENTATIVES (RA): Consists of the group of persons trained to work
as tele-operators for Basic Customer Services, available for immediate hiring,
depending on their availability.

SERVICE LEVEL AGREEMENT (SLA): Agreement on services.

AVERAGE CONVERSATION TIME (TMC): Average conversation time for live attendance.

AVERAGE SERVICE TIME (TMA): Average duration of the calls answered live,
calculated in accordance with the following formula: TMA = TMC + Hold Time +
Post-Service + System Pause.

TROUBLE TICKET (TT): Registration by the Customer Representatives (RA) in the
Siebel for documenting information, requests and / or complaints from customers.

ARU: Audible Response Unit.

                                     A-106
<PAGE>

      1. SIZING

2.1 - For the services contracted by Minute Spoken, the CONTRACTING PARTY is
responsible for preparation and delivery of a calls forecast for live response
and TMA, Calls Answered in ARUM, for a Quarter, on a month-to-month basis,
delivered to the CONTRACTED PARTY 45 days prior to the first month of the
Quarter covered by the forecast.

2.2 - The CONTRACTING PARTY should draw up the Quarterly forecast and submit it
to the CONTRACTED PARTY for analysis and agreement within 5 (five) business
days.

2.3 - When the call traffic at the Contact Center is 8% (eight per cent) higher
than forecast, the CONTRACTED PARTY should apply the Monthly Forecast Deviation
Table (below), for billing purposes.

2.4 - When the call traffic at the Call Center is 8% (eight per cent) below
forecast, the CONTRACTED PARTY should consider 92% (ninety two per cent) of the
forecast monthly call traffic for billing purposes.

      Monthly Minuting = Total Volume of Calls x TMA (in seconds)

                  60

2.5 - Should the CONTRACTED PARTY be officially notified by the CONTRACTING
PARTY of increased call traffic due to advertisements, campaigns, news items,
new regulations and others, the CONTRACTED PARTY will have 45 (forty five) days
to adapt to the new services to be rendered. After this period, the CONTRACTED
PARTY will notify the CONTRACTING PARTY of the new conditions to be applied to
the services offered by the Contact Center.

This period will be required when the event(s) prompt(s) an increase of more
than 8% (eight per cent) of the planned monthly traffic and / or call
concentration of more than 4.03% (four point zero three per cent) on the Busiest
Day (DMM), compared to the traffic for the month.

2.6 - In the case outlined above, should it be unable to meet this deadline
promptly, the CONTRACTED PARTY will request an additional period in order to
meet the needs of the CONTRACTING PARTY, doing its utmost in business terms to
respond to the requests issued thereby.

2.7 - When the monthly call traffic exceeds 8% (eight per cent) of the original
traffic forecast, the CONTRACTED PARTY should consider the application of the
following "Monthly Forecast Deviation Table" for Billing purposes.

                                     A-107
<PAGE>

                        MONTHLY FORECAST DEVIATION TABLE

<TABLE>
<CAPTION>
Deviation      New Service Level -- % do NS (% %)
---------      ---------------------------------
<S>            <C>
   8.00%                     100%

   9.00%                      95%

  10.00%                      90%

  11.00%                      85%

  12.00%                      80%

  13.00%                      75%

  14.00%                      70%

  15.00%                      65%
</TABLE>

2.8 - For cases where the monthly call traffic falls below 92% (ninety two per
cent) of the traffic originally forecast, the CONTRACTED PARTY should take 92%
(ninety two per cent) of the monthly forecast calls traffic, for Billing
purposes.

      Definition of monthly traffic: monthly traffic = total volume of calls x
      TMA/80

2.9 - Once the CONTRACTED PARTY is notified by the CONTRACTING PARTY of the
forecast increase in the number of contacts due to advertisements, campaigns,
news items and new regulations, among others, the CONTRACTED PARTY will have 45
(forty five) days to adapt the services rendered to the new characteristics,
advising the CONTRACTING PARTY of the new conditions to be applied to the
Contact Center services. This period will be required when the event(s)
prompt(s) an increase of more than 8% (eight per cent) of the planned monthly
traffic and / or a concentration of calls higher than 4.03% (four point zero
three per cent) on the Busiest Day (DMM), compared to the traffic for the month.

2.10 - In the case outlined above, should it be unable to meet this deadline
promptly, the CONTRACTED PARTY will request an additional period in order to
meet the needs of the

                                     A-108
<PAGE>

CONTRACTING PARTY, doing its utmost in business terms to respond to the requests
issued thereby.

3 - BILLING

3.1 - Billing per Minute Spoken

3.1.1. The Billing per Minute Spoken should be calculated in compliance with the
following Items.

3.1.1.1 - The CONTRACTED PARTY, on the 16th (sixteenth) day of the month in
which service is being rendered, will ascertain the Minutes Spoken between the
16th (sixteenth) day of the previous month and the 15 (fifteenth) day of the
current month.

3.1.1.2 - The fines for non-compliance with the Performance Ratings (SLA) in
this Annex will be deducted from this amount.

3.1.1.3 - The Minute Spoken is taken being as the total service time spent by
the Customer Care Representatives (RAs) in a Group / Specialty to answer the
calls, including time spent on "conversation", "hold" and "Post-services", as
well as "SYSTEM PAUSE".

Calculation of Minutes Spoken: TMA X Calls Answered

                  60

3.2 - Overtime Billing

3.2.1 - Overtime due to ensuring compliance with the ANATEL Metering and
holidays is included in the Minute Spoken Price.

3.2.2 - Overtime due to seasonal campaigns and specific demands will be charged
after approval of the volume by the CONTRACTING PARTY and billed using the
current Menu Pricing.

3.3 - Training Billing

3.3.1 - Training Sessions run on overtime, as agreed between the CONTRACTING
PARTY and the CONTRACTED PARTY, should be charged in compliance with the Product
Menu, Overtime Item.

3.4 - Billing for Audible Response Unit (ARU) Ports, Digital Recording
Technology, Software and Systems in General, should be undertaken in accordance
with the Price List in this Contract.

3.5 - Halt in the Operations

3.5.1. For occurrences that may result in a halt in the operations, the causes
thereof should be identified in order to allocate responsibility and identify
the necessary corrective actions.

3.5.2. When the causes are related to the infrastructure and / or technology
that is the responsibility of the CONTRACTING PARTY, it should pay remuneration
for the operation based on duration of the halt and the consequences thereof.
The CONTRACTED PARTY should be remunerated as though

                                     A-109
<PAGE>

such an event had not occurred, consequently expunging the effects thereof from
the fines and volumes billed, based on the Performance Rating (SLA).

4 - STATEMENT OF SERVICES, APPROVAL AND ISSUE OF INVOICE BY THE CONTRACTED
PARTY:

4.1 - The Invoice (Nota Fiscal) will be issued by the 20th (twentieth) day of
each month.

4.2 - The CONTRACTED PARTY will forward a detailed statement to the CONTRACTING
PARTY covering the services rendered and the respective Billing by the 16th
(twenty-fifth) of each month and the CONTRACTING PARTY will forward the
validation within 2 (two) business days from the forwarding of information by
the CONTRACTED PARTY.

4.3 - The amounts charged through the Statement of Services Rendered refer to
the services rendered between the 16th (sixteenth) day of the previous month and
the 15th (fifteenth) day of the current month. By the 10th (tenth) day of the
month subsequent to that covered by the invoice, the CONTRACTED PARTY may
present the CONTRACTING PARTY with an updated Statement of Services Rendered,
showing the amount receivable or deductible from the invoice issued for the
month subsequent to that covered by the invoice, if any difference is
ascertained, provided the CONTRACTING PARTY and the CONTRACTED PARTY agree on
that.

5 - PERFORMANCE INDICATORS, PERFORMANCE RATINGS (SLA), BONUSES AND PENALTIES

5.1 - The Performance Indicators, Performance Ratings (SLA), Bonuses and
Penalties applicable to the CONTRACTED PARTY are presented in the following
Tables.

5.1.1 - Service Level for each 30 (thirty) minutes - each Customer Service
Group, other than Welcome and Back Office, has a specific Performance Rating
(SLA) and maximum penalty of 15% (fifteen per cent) of the full Billing for the
interval under assessment.

5.1.1.1 - Should the system go down, prompting repeat calls during the intervals
subsequent to the problem and downgrading the Rating, the Parties will assess
the situation and decide on the extent of the reduction or cancellation of the
penalty.

5.1.2 - % of the Group within the Average Attendance Time (TMA) Range - each
Customer Service Group, other than Welcome, Dealer and Back Office, has a
Specific Monthly Performance Rating (SLA) and maximum penalty of [*****] of its
full Billing.

5.1.3 - % Trouble Tickets (TTs) Opened X Calls Answered - each Customer Service
Group, other than Welcome, Technical Support and Back Office, has a Specific
Monthly Performance Rating (SLA) and maximum penalty of [*****] of its full
Billing. All calls answered from this public will be removed from the Indicator.

The Trouble Tickets (TTs) Opened and the Calls Answered by the Mixed and VIP
Cells will be entered in the accounts under the Post-Paid result (Post-Gold +
Post-Diamond).

5.1.3.1 - Responses to Prospects (non-customers): as there is no possibility of
recording a Trouble Ticket (TT), these calls cannot be included in the Indicator
Account.

                                     A-110
<PAGE>

5.1.3.2 - Whenever the system is not available and the Trouble Ticket (TT) is
consequently not recorded, all calls answered during the entire time the system
is down will be expunged from the Indicator.
<PAGE>

IND.01- SERVICE LEVEL

Pre-Paid

      -     The Service Level contracted for the Pre-Paid operations is 80/20,
            meaning 80% of the Incoming calls are answered within 20 seconds.

      -     The Service Level should be metered every half hour, as this is the
            reference for calculating the Penalties and Bonuses as required.

      The Penalties Table should be calculated in accordance with the following
      Table, with the percentage penalty being applied to the gross remuneration
      calculated on the traffic metered for the half hour in question:

<TABLE>
<CAPTION>
PERIOD     PERFORMANCE    DEGRADATION    FINE      CHECKED
------   --------------   -----------   -------   ---------
<S>      <C>              <C>           <C>       <C>
         >= 80%               N/A       [*****]   1/2 hour
         >= 78% - < 80%       N/A       [*****]
         >= 75% - < 78%       N/A       [*****]
         >= 73% - < 75%       N/A       [*****]
 All     >= 70% - < 73%       N/A       [*****]
         >= 60% - < 70%       N/A       [*****]
         >= 50% - < 60%       N/A       [*****]
         >= 40% - < 50%       N/A       [*****]
         >= 30% - < 40%       N/A       [*****]
         < 30%                N/A       [*****]
</TABLE>

      -     The Service Level Penalties will be quashed for the range between
            70% (inclusive) and 80%, for a certain number of days a month, which
            will be stipulated by the CONTRACTED PARTY and are not cumulative
            for carrying over to the subsequent month. The number of days open
            to such cancellation of fines will be defined by the number of
            Mondays in each month.

      -     The Service Level Penalties will be quashed in exceptional cases,
            for example, if the system goes down. In order to qualify for this
            cancellation, such facts should be notified and agreed with Oi
            within no more than D+1, taken as business days (Monday - Friday).

                                     A-112

<PAGE>

      -     Other examples for quashing fines: media notified without advance
            notice of 3 (three) business days and / or with demands higher than
            the installed capacity, external factors (transportation strike,
            floods, large-scale accidents), among others

IND.02 - Percentage of Trouble Tickets (TTs) opened per call answered

      -     The Trouble Ticket (TT) opening target is 100%, and may even exceed
            this figure as at least one Trouble Ticket (TT) should be opened for
            each call.

      -     Consider a penalty of [*****] on the Gross Billing, for each 1% (one
            per cent) drop in the Trouble Ticket (TT) Opening Rating. The
            calculation should be carried out to one decimal place, meaning that
            for a Performance Rating (SLA) of 99.5% (ninety nine point five per
            cent), the penalty will be [*****], and so on. The maximum penalty
            will be [*****].

      -     Exceptionally, the "Trouble Ticket (TT) Opening" indicator targets
            for 2004 and early 2005 for Pre-Paid will be:

                 -     November - 60%

                 -     December - 80%

                 -     January - 90%

                 -     February - 100%

IND.03 - Percentage within the Acceptable Average Attendance Time (TMA) Range:

The target for the "Average Attendance Time (TMA) Range" is shown in the
following Table, to be calculated on the basis of the Average Attendance Time
(TMA) for each operator through the formula given below for 2004 and from
January 2005 onwards:

      -     Average Attendance Time (TMA) Range = (Number of Operators with
            monthly TMA between 1.2 x TMA Operation and 0.67% x TMA Operation) /
            Total Number of Operators)

<TABLE>
<CAPTION>
                                                JANUARY 2005
      CELL         OCTOBER  NOVEMBER  DECEMBER     ONWARDS
-----------------  ------   --------  --------  ------------
<S>                <C>      <C>       <C>       <C>
    PRE-PAID         66%      68%       70%          70%

    POST-PAID        64%      66%       68%          70%

      MIXED          58%      60%       62%          65%

TECHNICAL SUPPORT    70%      70%       70%          70%

       VIP           80%      80%       80%          80%
</TABLE>

                                     A-113

<PAGE>

      -     New Operators (market) will be considered as from the 61st
            (sixty-first) day Pre-Paid and Dealer.

      -     New Operators (market) will be considered as from the 91st
            (ninety-first) day Post-Paid, Mixed.

      -     Operators migrating between operator cells will be considered as
            from 61 (sixty-one) days after the transfer.

      -     Operators answering less than 15% (fifteen per cent) of the average
            calls for the Group will not be included in the calculation.

      -     The indicator should be calculated on a monthly basis, with
            Penalties to be applied on the Gross Billings.

      -     The Indicator and the resulting penalty should be calculated
            separately for each Operations Cell.

      -     Consider a penalty of [*****] on the Gross Billing, for each 1% (one
            per cent) drop in the "TMA Range" indicator. The calculation should
            be carried out to one decimal place. The maximum penalty will be
            [*****].

                                     A-114

<PAGE>

13.2 Services Chart, Prices, General Characteristics, Performance Ratings (SLA).

      PRODUCT: Post Paid - Gold and Diamond Customers

      OPERATING HOURS: 24 hours x 7 days a week

      BILLING MODEL: Minute Spoken

      BILLING CALCULATION PERIOD: from the 16th (sixteenth) day of the previous
      month to the 15th (fifteenth) day of the current month.

Prices

<TABLE>
<CAPTION>
                                                       R$                 R$
 Site            Services               Unit    (Jan - Apr 2005)  (May 2005 onwards)
-------  ---------------------------  --------  ----------------  ------------------
<S>      <C>                          <C>       <C>               <C>
Niteroi  Price per minute             R$ / min      [*****]          [*****]

         Overtime 100% -- Operator    R$ / h        [*****]          [*****]

         Overtime 50% -- Operator     R$ / h        [*****]          [*****]

         Overtime 100% -- Supervisor  R$ / h        [*****]          [*****]

         Overtime 50% -- Supervisor   R$ / h        [*****]          [*****]

         Hours Training Operator      R$ / h        [*****]          [*****]

         Hours Training Supervisor    R$ / h        [*****]          [*****]
</TABLE>

GENERAL COMMENTS

1 - DEFINITIONS

CMS / BCMS: Traffic Control System for all calls received / made through the
Automatic Call Distributor (DAC).

                                     A-115
<PAGE>

CONTRACTED PARTY: CONTAX TNL S/A

CONTRACTING PARTY : TNL PCS S/A

DAC: Automatic Call Distributor.

DMM: Busiest Day

HE: Overtime.

HMM: Peak Period

HOLD TIME: Time that the Customer Care Representative (RA) keeps the customer
waiting during the call.

SERVICE LEVEL (NS): Quality Indicator giving the percentage of Calls Answered
Live with pre-set maximum waiting time.

SYSTEM PAUSE: Pause for the time used by the Customer Care Representative (RA)
to login, consult the supervisor and transfer conference calls.

POST-SERVICE: Pause used by the Customer Care Representative (RA) for Back
Office tasks supplementary to the services requested exclusively by OI, and for
registering the Trouble Ticket (TT) for information, request and / or complaint
after the customer hangs up on the call. This pause is configured on the
Automatic Call Distributor (DAC) directly in the Skill.

ATTENDANCE POSITION (PA): each unit making or receiving calls, and equipped with
the necessary customer service tools.

CUSTOMER CARE REPRESENTATIVE (RA)): Consists of the group of people trained to
work as tele-operators for Basic Customer Services, qualified for immediate
hire, depending on their availability.

SERVICE LEVEL AGREEMENT (SLA): Agreement on Service Levels

AVERAGE CONVERSATION TIME (TMC): average conversation time for live response.

AVERAGE ATTENDANCE TIME (TMA): Average duration of Calls Answered Live,
calculated in accordance with the following formula: TMA = TMC + Hold Time +
After Service+ SYSTEM PAUSE.

TROUBLE TICKET (TT): Record by the Customer Care Representative (RA) on the
Siebel for documenting customer information, requests and / or complaints.

ARU: Audible Response Unit.

2 - SIZING

2.1 - For services contracted per Minute Spoken, the CONTRACTING PARTY is
responsible for the preparation and delivery of the Live Response Calls
Forecast, Average Attendance Time (TMA) and Calls Answered by the Audible
Response Unit (ARU), for a quarter on a month by month basis, forwarded to the
CONTRACTED PARTY with 45 (forty five) days advance notice prior to the first

                                     A-116
<PAGE>

month covered by the Quarterly Forecast.

2.2 -- The CONTRACTING PARTY should draw up the Quarterly Forecast and submit it
to the CONTRACTED PARTY for its information and agreement within 5 (five)
business days.

2.3 - When the call traffic at the Contact Center exceeds 8% (eight per cent) of
the forecast, the CONTRACTED PARTY should consider the application of the
following "Monthly Forecast Deviation Table" for Billing purposes.

2.4 - When the call traffic at the Call Center falls below 8% (eight per cent)
of the forecast, the CONTRACTED PARTY should consider 92% (ninety two per cent)
of the monthly forecast call traffic, for Billing purposes.

           Monthly Minuting =  Total calls volume x TMA (in seconds)

                               60

2.5 - Once the CONTRACTED PARTY is notified by the CONTRACTING PARTY of an
increase call traffic due to advertisements, campaigns, news items and new
regulations, among others, the CONTRACTED PARTY will have 45 (forty five) days
to adapt to the new services to be rendered. After this period, the CONTRACTED
PARTY will advise the CONTRACTING PARTY of the new conditions to be applied to
the Contact Center services.

This period will be required when the event(s) prompt(s) an increase of more
than 8% (eight per cent) of the planned monthly traffic and / or a concentration
of calls higher than 4.03% (four point zero three per cent) on the Busiest Day
(DMM), compared to the traffic for the month.

2.6 - In the case outlined above, should it be unable to meet this deadline
promptly, the CONTRACTED PARTY will request an additional period in order to
meet the needs of the CONTRACTING PARTY, doing its utmost in business and
operational terms to adapt to this request.

2.7 - When the monthly call traffic exceeds 8% (eight per cent) of the traffic
originally foreseen, the CONTRACTED PARTY should consider the application of the
following "Monthly Forecast Deviation Table" for Billing purposes.

                        MONTHLY FORECAST DEVIATION TABLE

<TABLE>
<CAPTION>
Deviation                       New Service Level -- % NS (% %)
---------                       -------------------------------
<S>                             <C>
  8.00%                                      100%

  9.00%                                       95%

 10.00%                                       90%

 11.00%                                       85%

 12.00%                                       80%

 13.00%                                       75%
</TABLE>

                                      A-117
<PAGE>

<TABLE>
<S>             <C>
14.00%          70%

15.00%          65%
</TABLE>

2.8 - For cases where the monthly call traffic falls below 92% (ninety two per
cent) of the traffic originally forecast, the CONTRACTED PARTY should take 92%
(ninety two per cent) of the monthly forecast calls traffic, for Billing
purposes.

      Definition of monthly traffic: monthly traffic = total volume of calls x
      TMA/60

2.9 - Once the CONTRACTED PARTY is notified by the CONTRACTING PARTY of the
forecast increase in the number of contacts due to advertisements, campaigns,
news items and new regulations, among others, the CONTRACTED PARTY will have 45
(forty five) days to adapt the services rendered to the new characteristics,
advising the CONTRACTING PARTY of the new conditions to be applied to the
Contact Center services. This period will be required when the event(s)
prompt(s) an increase of more than 8% (eight per cent) of the planned monthly
traffic and / or a concentration of calls higher than 4.03% (four point zero
three per cent) on the Busiest Day (DMM), compared to the traffic for the month.

2.10 - In the case outlined above, should it be unable to meet this deadline
promptly, the CONTRACTED PARTY will request an additional period in order to
meet the needs of the CONTRACTING PARTY, doing its utmost in business terms to
respond to the requests issued thereby.

3 - BILLING

3.1 - Billing per Minute Spoken

3.1.1. The Billing per Minute Spoken should be calculated in compliance with the
following Items.

3.1.1.1 - The CONTRACTED PARTY, on the 16th (sixteenth) day of the month in
which service is being rendered, will ascertain the Minutes Spoken between the
16th (sixteenth) day of the previous month and the 15th (fifteenth) day of the
current month.

3.1.1.2 - The fines for non-compliance with the Performance Ratings (SLA) in
this Annex will be deducted from this amount.

3.1.1.3 - The Minute Spoken is taken being as the total service time spent by
the Customer Care Representatives (RAs) in a Group / Specialty to answer the
calls, including time spent on "conversation", "hold" and "Post-services", as
well as "SYSTEM PAUSE".

Calculation of  Minute Spoken: TMA X Calls Answered

                 60

3.2 - Overtime Billing

                                      A-118
<PAGE>

3.2.1 - Overtime due to ensuring compliance with the ANATEL Metering and
holidays is included in the Minute Spoken Price.

3.2.2 - Overtime due to seasonal campaigns and specific demands will be charged
after approval of the volume by the CONTRACTING PARTY and billed using the
current Menu Pricing.

3.3 - Training Billing

3.3.1 - Training Sessions run on overtime, as agreed between the CONTRACTING
PARTY and the CONTRACTED PARTY, should be charged in compliance with the Product
Menu, Overtime Item.

3.4 -- Audible Response Unit (ARU) Port Billing, recording, software and systems
in general, should be undertaken in accordance with the Other Products Table in
this AGREEMENT.

3.5 -- Halt in the Operations

3.5.1. For occurrences that may result in a halt in the operations, the causes
thereof should be identified in order to allocate responsibility and liability
as required.

3.5.2. When the causes are related to the infrastructure and / or technology
that is the responsibility of the CONTRACTING PARTY, it should pay remuneration
for the operations based on duration of the halt and the consequences thereof.
The CONTRACTED PARTY should be remunerated as though such an event had not
occurred, consequently expunging the effects thereof from the fines and volumes
billed, based on the Performance Rating (SLA).

4 - STATEMENT OF SERVICES, APPROVAL AND ISSUE OF INVOICE BY THE CONTRACTED
PARTY:

4.1 - The Invoice (Nota Fiscal) will be issued by the 20th (twentieth) day of
each month.

4.2 - The CONTRACTED PARTY will forward a detailed statement to the CONTRACTING
PARTY covering the services rendered and the respective Billing by the 16th
(sixteenth) of each month and the CONTRACTING PARTY will forward the validation
within two (2) business days from the forwarding of information by the
CONTRACTED PARTY.

4.3 - The amounts charged through the Statement of Services Rendered refer to
the services rendered between the 16th (sixteenth) day of the previous month and
the 15th (fifteenth) day of the current month. By the 10th (tenth) day of the
month subsequent to that covered by the invoice, the CONTRACTED PARTY may
present the CONTRACTING PARTY with an updated Statement of Services Rendered,
showing the amount receivable or deductible from the invoice issued for the
month subsequent to that covered by the invoice, if any difference is
ascertained, provided the CONTRACTING PARTY and the CONTRACTED PARTY agree on
that.

                                      A-119
<PAGE>

5 -- PERFORMANCE INDICATORS, PERFORMANCE RATINGS (SLA), BONUSES AND PENALTIES

5.1 - The Performance Indicators, Performance Ratings (SLA), Bonuses and
Penalties applicable to the CONTRACTED PARTY are presented in the following
Tables.

5.1.1 - Service Level for each 30 (thirty) minutes - each Customer Service
Group, other than Welcome and Back Office, has a specific Performance Rating
(SLA) and maximum penalty of 15% (fifteen per cent) of the full Billing for the
interval under assessment.

5.1.1.1 - Should the system go down, prompting repeat calls during the intervals
subsequent to the problem and downgrading the Rating, the Parties will assess
the situation and decide on the extent of the reduction or cancellation of the
penalty.

5.1.2 -- % of the Group within the Average Attendance Time (TMA) Range - each
Customer Service Group, other than Welcome, Dealer and Back Office, has a
specific monthly Performance Rating (SLA) and maximum penalty of 2% (two per
cent) of its full Billing.

5.1.3 -- % Trouble Tickets (TTs) Opened X Calls Answered - each Customer Service
Group, other than Welcome, Technical Support and Back Office, has a specific
monthly Performance Rating (SLA) and maximum penalty of 3.5% (three point five
per cent) of its full Billing. All calls answered from this public will be
removed from the Indicator.

The Trouble Tickets (TTS) Opened and the Calls Answered by the Mixed and VIP
Cells will be entered under the Post-Paid results (Post-Gold + Post-Diamond).

5.1.3.1 - Responses to Prospects (non-customers): as there is no possibility of
recording a Trouble Ticket (TT), these calls cannot be included in the Rating.

5.1.3.2 - Whenever the system is not available and the Trouble Ticket (TT) is
consequently not recorded, all calls answered during the entire time the system
is down will be expunged from the Indicator.

Performance Ratings (SLA)

IND.01- SERVICE LEVEL

Post-Paid

      -     The Service Level contracted for the Post-Paid operations is 90/20,
            meaning 90% of the Incoming calls are answered within 20 seconds.

      -     The Service Level should be metered every half hour, as this is the
            reference for calculating the Penalties and Bonuses as required.

      -     The Penalties Table should be calculated in accordance with the
            following Table, with the percentage penalty being applied to the
            gross remuneration calculated on the traffic metered for the half
            hour in question:

                                      A-120
<PAGE>

<TABLE>
<CAPTION>
PERIOD   PERFORMANCE     DOWNGRADE    FINE     CHECKED
------   -----------     ---------    ----     -------
<S>     <C>              <C>         <C>      <C>
        >= 90%              N/A      [*****]
        >= 88% - < 90%      N/A      [*****]
        >= 85% - < 88%      N/A      [*****]
        >= 83% - < 85%      N/A      [*****]
        >= 80% - < 83%      N/A      [*****]
 ALL    >= 70% - < 80%      N/A      [*****]  -1/2 hour
        >= 60% - < 70%      N/A      [*****]
        >= 50% - < 60%      N/A      [*****]
        >= 40% - < 50%      N/A      [*****]
        < 40%               N/A      [*****]
</TABLE>

      -     The Service Level Penalties will be quashed for the range between
            80% (inclusive) and 90%, for a certain number of days a month, which
            will be stipulated by the CONTRACTED PARTY and are not cumulative
            for carrying over to the subsequent month. The number of days open
            to such cancellation of fines will be defined by the number of
            Mondays in each month.

      -     The Service Level Penalties will be quashed in exceptional cases,
            for example, if the system goes down. In order to qualify for this
            cancellation, such facts should be notified and agreed with OI
            within no more than D+1, taken as business days (Monday - Friday).

      -     Other examples for quashing fines: media notified without advance
            notice of 3 (three) business days and / or with demands higher than
            the installed capacity (Contax to suggest the possible Volume /
            Service Level), external factors (transportation strike, floods,
            large-scale accidents), among others

IND.02 - Calls Qualifier (Percentage of Trouble Tickets (TTs) opened per call
answered) applicable to the Mixed and VIP cells.

      -     The Trouble Ticket (TT) opening target is 100%, and may even exceed
            this figure as at least one Trouble Ticket (TT) should be opened for
            each call.

      -     Consider a penalty of [*****] on the Gross Billing, for each 1% (one
            per cent) drop in the

                                     A-121
<PAGE>

      Trouble Ticket (TT) Opening Rating. The calculation should be carried out
      to one decimal place, meaning that for a Performance Rating (SLA) of 99.5%
      (ninety nine point five per cent), the penalty will be [*****], and so on.
      The maximum penalty will be [*****].

-     Exceptionally, the "Trouble Ticket (TT) Opening" indicator targets for
      2004 early 2005 for Post-Paid will be:

            -     November - 80%

            -     December - 90%

            -     January - 100%

IND.03 - Percentage within the Acceptable Average Attendance Time (TMA) Range:

The target for the "Average Attendance Time (TMA) Range" is shown in the
following Table, to be calculated on the basis of the Average Attendance Time
(TMA) for each operator through the formula given below for 2004 and from
January 2005 onwards:

         -  Average Attendance Time (TMA) Range = (Number of Operators with
            monthly TMA between 1.2 x TMA Operation and 0.67% x TMA Operation) /
            (Total Number of Operators)

         -  New Operators (market) will be considered as from the 61st
            (sixty-first) day Pre-Paid and Dealer.

         -  New Operators (market) will be considered as from the 91st
            (ninety-first) day Post-Paid, Mixed.

         -  Operators migrating between operator cells will be considered as
            from 61 (sixty-one) days after the transfer.

         -  Operators answering less than 15% (fifteen per cent) of the average
            calls for the Group will not be included in the calculation.

         -  The indicator should be calculated on a monthly basis, with
            Penalties to be applied on the Gross Billings.

         -  The Indicator and the resulting penalty should be calculated
            separately for each Operations Cell.

         -  Consider a penalty of [*****] on the Gross Billing, for each 1% (one
            per cent) drop in the "TMA Range" indicator. The calculation should
            be carried out to one decimal place. The maximum penalty will be
            [*****].

<TABLE>
<CAPTION>
                                                               January 05
        Cell             October     November      December      onwards
        ----             -------     --------      --------    ---------
<S>                      <C>         <C>           <C>         <C>
Pre-paid                   66%          68%           70%          70%
Post-paid                  64%          66%           68%          70%
Mixed                      58%          60%           62%          65%
Technical Support          70%          70%           70%          70%
VIP                        80%          80%           80%          80%
</TABLE>

                                     A-122
<PAGE>

13.3 Services Chart, Prices, General Characteristics, Performance Ratings (SLA).

      PRODUCT: Mixed Cell (OI Family, etc.), Technical Support, Dealer, VIP,
      Back Office and OI Welcome

      BILLING: Menu

      OPERATING HOURS: See the Operating Hours Table

      BILLING CALCULATION PERIOD: From the 16th (sixteenth) day of the previous
      month to the 15th (fifteenth) day of the current month.

Niteroi Site

Price List

<TABLE>
<CAPTION>
        Amount (R$)                Unit          Mixed       Support       Dealer        VIP       OI Welcome   Bo Dealer
        -----------                ----          -----       -------       ------        ---       ----------   ---------

<S>                            <C>              <C>          <C>          <C>          <C>         <C>          <C>
Basic Infrastructure           R$/Pa/month      [*****]      [*****]      [*****]      [*****]      [*****]      [*****]

Labor Force Operator           R$/Hc/month      [*****]      [*****]      [*****]      [*****]      [*****]      [*****]

Labor Force Supervisor         R$/Hc/month      [*****]      [*****]      [*****]      [*****]      [*****]      [*****]

Overtime 100% Operator            R$ / h        [*****]      [*****]      [*****]      [*****]      [*****]      [*****]

Overtime 50% Operator             R$ / h        [*****]      [*****]      [*****]      [*****]      [*****]      [*****]

Overtime 100% Supervisor          R$ / h        [*****]      [*****]      [*****]      [*****]      [*****]      [*****]

Overtime 50% Supervisor           R$ / h        [*****]      [*****]      [*****]      [*****]      [*****]      [*****]

Hours Training Operator           R$ / h        [*****]      [*****]      [*****]      [*****]      [*****]      [*****]

Hours Training Supervisor         R$ / h        [*****]      [*****]      [*****]      [*****]      [*****]      [*****]
</TABLE>

                                     A-123
<PAGE>

Niteroi Site

Price List

<TABLE>
<CAPTION>
                                                            BO           BO     BO CUSTOMER     BO       JOB      JOB DET
        AMOUNT (R$)              UNIT       BO UTI    RECONCILIATIONS  ANATEL     SERVICES   ACCOUNTS  INTRANET    CALL
---------------------------   -----------  -------    ---------------  -------  -----------  --------  --------   -------
<S>                           <C>          <C>        <C>              <C>      <C>          <C>       <C>        <C>
Basic Infrastructure          R$/Pa/month  [*****]        [*****]      [*****]    [*****]     [*****]   [*****]   [*****]

Labor Force Operator          R$/Hc/month  [*****]        [*****]      [*****]    [*****]     [*****]   [*****]   [*****]

Labor Force Supervisor        R$/Hc/month  [*****]        [*****]      [*****]    [*****]     [*****]   [*****]   [*****]

Overtime 100% -- Operator       R$ / h     [*****]        [*****]      [*****]    [*****]     [*****]   [*****]   [*****]

Overtime 50% Operator           R$ / h     [*****]        [*****]      [*****]    [*****]     [*****]   [*****]   [*****]

Overtime 100% -- Supervisor     R$ / h     [*****]        [*****]      [*****]    [*****]     [*****]   [*****]   [*****]

Overtime 50% Supervisor         R$ / h     [*****]        [*****]      [*****]    [*****]     [*****]   [*****]   [*****]

Hours Training Operator         R$ / h     [*****]        [*****]      [*****]    [*****]     [*****]   [*****]   [*****]

Hours Training Supervisor       R$ / h     [*****]        [*****]      [*****]    [*****]     [*****]   [*****]   [*****]
</TABLE>

Niteroi Site

Operating Hours Table

<TABLE>
<CAPTION>
       Cell                                                 Operating Hours
-----------------                    -----------------------------------------------------------------
<S>                                  <C>
Mixed                                         24 (twenty four) hours x 7 (seven) days x week

Technical Support                             24 (twenty four) hours x 7 (seven) days x week

Dealer                               18 (eighteen) hours x 6 (six) days x week / Sunday 10 (ten) hours

VIP                                           24 (twenty four) hours x 7 (seven) days x week
</TABLE>

                                     A-124
<PAGE>

<TABLE>
<S>                           <C>
OI Welcome                    12 (twelve) hours x 6 (six) days x week

BackOffice                    12 (twelve) hours x 6 (six) days x week
</TABLE>

GENERAL COMMENTS

1 - DEFINITIONS

CMS / BCMS: Traffic Control System for all calls received / made through the
Automatic Call Distributor (DAC).

CONTRACTED PARTY: CONTAX TNL S/A

CONTRACTING PARTY : TNL PCS S/A

DAC: Automatic Call Distributor.

HE: Overtime.

HOLD TIME: Time that the Customer Care Representative (RA) keeps the customer
waiting during the call.

SERVICE LEVEL (NS): Quality Indicator giving the percentage of Calls Answered
Live with pre-set maximum waiting time.

SYSTEM PAUSE: Pause for the time used by the Customer Care Representative (RA)
to login, consult the supervisor and transfer conference calls.

POST-SERVICE: Pause used by the Customer Care Representative (RA) for Back
Office tasks supplementary to the services, requested exclusively by OI and used
for registering the Trouble Ticket (TT), information, requests and / or
complaints after the customer hangs up on the call. This pause is configured on
the Automatic Call Distributor (DAC) directly in the Skill.

ATTENDANCE POSITION (PA): each unit making or receiving calls, and equipped with
the necessary customer service tools.

CUSTOMER CARE REPRESENTATIVE (RA): Consists of the group of people trained to
work as tele-operators for Basic Customer Services, qualified for immediate
hire, depending on their availability.

SERVICE LEVEL AGREEMENT (SLA): Agreement on Service Levels

AVERAGE CONVERSATION TIME (TMC): average conversation time for live response.

AVERAGE ATTENDANCE TIME (TMA): Average duration of Calls Answered Live,
calculated in accordance with the following formula: TMA = TMC + Hold Time +
Post-Service + SYSTEM PAUSE.

TROUBLE TICKET (TT): Record by the Customer Care Representative (RA) on the
Siebel

                                     A-125
<PAGE>

for documenting customer information, requests and / or complaints.

ARU: Audible Response Unit

2 -- SIZING

2.1 - The Average Attendance Time (TMA) and Calls Forecast used to size the
number of Attendance Positions (PAs) and Customer Care Representatives (RAs)
required to render the services should be drawn up for a three-month period on a
month by month basis, and forwarded to the CONTRACTED PARTY 45 (forty five) days
prior to the first month covered by the Quarterly Forecast.

2.2 -- The CONTRACTING PARTY should draw up the Quarterly Forecast and submit it
CONTRACTED PARTY for its information and agreement within 5 (five) business
days.

2.3 - For the purposes of billing the number of Attendance Positions (PAs) and
Customer Care Representatives (RAs) required for the current month, only the
first month of the quarter is valid.

3 -- BILLING

3.1 - Billing for the Attendance Positions (PAs) - unit price for the "Basic
Infrastructure" as stipulated in the Price List, multiplied by the total number
of Attendance Positions (PAs) calculated through the specific Report taken from
the Traffic Control System (CMS).

Individual calculations will be carried out for the Billing based on the lowest
value between two types of calculation, in compliance with the following rules:

-     Different operations located on the same floor of a building will be
   charged by the sum of the Attendance Position (PA) Tables logged on each
   half-hour, subsequently checking the MAXTOP value. This calculation will be
   based on business days when the Customer Care Representatives (RAs) are not
   on holiday, defined below for each operation:

            -     Mixed - Monday - Friday

            -     Support - Monday - Friday

            -     Dealer - Monday - Friday

            -     VIP - Monday - Friday

            -     Back Office - Monday - Friday

            -     Welcome - Monday - Friday

IMPORTANT: This calculation should include the Attendance Positions (PAs)
(Infrastructure) assigned to the Customer Care Representatives (RAs) and shared
with another operation remunerated through the Speaking Time model.

-     Operations not located on the same floor of a building will be handled
      through

                                     A-126
<PAGE>

      individual analyses and the sum of the operations. The total value of the
      Attendance Positions (PAs) for Billing purposes will be calculated on the
      basis of the MAXTOP sum, with the optimization of the Attendance Positions
      (PAs) permitted only for Groups of 15 x 15 positions.

   Example:

<TABLE>
<CAPTION>
           OPERATION 1     OPERATION 2    OPERATION 1+ 2
<S>        <C>             <C>            <C>
12h            40              100             140

12:30h         55              130             185

13h            60               80             140

13:30h         50              100             150

14h            30               80             110
</TABLE>

      -     For maximum optimization, the total number of Attendance Positions
            (PAs) to be invoiced would be 185.

      -     For the model where maximum optimization is not possible, the
            Attendance Positions (PAs) will be broken down into Groups of 15 x
            15.

            Hypothetical Situation: for the 12:30h interval, there will be an
            overrun of 10 (ten) Attendance Positions (PAs) that will be
            remunerated.

            Calculation:

            Additional Attendance Positions (PAs) = result of dividing the (Sum
            of Operations - Operation 1 or 2) by 15.

            Demonstration: (185 - 130) = 55 / 15 = result of 3, with 10 left
            over.

            Total Attendance Positions (PAs) for Billing = 185+ 10 = 195

            The Billing will be for 190 Attendance Positions (PAs), representing
            the mean between 185 (Operations 1 + 2) and 195, with these 190
            Attendance Positions (PAs) being the lowest figure obtained by the
            two types of calculation (185 and 195).

3.1.1. - The number of Attendance Positions (PAs) calculated each day may not
exceed the number agreed by the Parties and based on the Sizing proposed by the

                                     A-127
<PAGE>

CONTRACTED PARTY, pursuant to Item 2.1.

3.1.2 - The CONTRACTED PARTY will be paid for the number of Attendance Positions
(PAs) higher than forecast for the day with the formal approval of the
CONTRACTING PARTY.

3.2 - Billing for the "Labor Force Operator" - unit price for the "Labor Force
Operator" / Customer Care Representative (RA) as shown in the Price List,
multiplied by the total number of Customer Care Representatives (RAs),
calculated in compliance with the following rules:

      -     The Sizing for the Customer Care Representatives (RAs) will include
            an increase of 3% (three per cent) to cover Absenteeism paid by the
            CONTRACTING PARTY.

      -     The calculation formula for the "Labor Force Operator" should be
            based on the Logged Agents Report taken from the Traffic Control
            System (CMS), for each interval of 30 (thirty) minutes, taking the
            "Labor Force Operator" working full-time on the Operation with
            payment for each Attendance Position (PA), in addition to the "Labor
            Force Operator" shared with a second Operation (Multiskill).

     For two cells remunerated by Attendance Position (PA), there is no
     alteration to the manner of calculating the remuneration of the Customer
     Care Representatives (RAs), as the first Operator skill defines the cell to
     which he belongs.

      -     For an operation not sharing the skills of the Customer Care
            Representatives (RAs) (single skill), the calculation of the
            remuneration will be carried out in compliance with the following
            formula :

 (Total Logged Agents for each 30 min. X 0.5 hour - Total Overtime + Total
                                    de Hours

                             Worked and Not Logged)

                   (6 hours) X (1 + Contracted Absenteeism 3%)

3.2.1 - The number of Customer Care Representatives (RAs) calculated each day
may not be higher than agreed by the Parties on the basis of the Sizing proposed
by the CONTRACTED PARTY, pursuant to Item 2.1.

3.2.2 - The CONTRACTED PARTY will be paid for the number of Customer Care
Representatives (RAs) higher than forecast for the day only with the formal
approval of the CONTRACTING PARTY.

3.3 - Billing for the "Labor Force Supervisor" - unit price for the" Labor Force
Supervisor" as stipulated in the Price List, multiplied by the total number of
Supervisors and calculated in compliance with the following rules:

3.3.1 - Each team with no more than 25 Customer Care Representatives (RAs) will
be allocated and billed for a Supervisor.

3.4 - Billing Overtime for Customer Services - will be charged in full, and the
portion of the unit cost of the "Labor Force Operator" and Labor Force
Supervisor", pursuant to the

                                     A-128
<PAGE>

Price List, in the situations listed below:

3.4.1 - ANATEL Metering Days - compliance with the regulations (SMP4).

3.4.2 - All Municipal, State and Federal holidays.

3.4.3 - Seasonal traffic and / or specific demands (tasks), with the formal
approval of the CONTRACTING PARTY.

3.5 - Training Billing

3.5.1 - Initial Training; Migration between Cells; and Training in New Products
and Services, as well as Promotion Campaigns, will be charged as defined in the
Menu under the Training Items.

3.5.2 - The Training Sessions held during overtime and agreed between the
CONTRACTING PARTY and the CONTRACTED PARTY, should be charged in compliance with
Menu, under the Overtime Items.

3.6 -- Billing for the Audible Response Unit (ARU) Ports, CTI, Digital Recording
Technology, Software and Systems in general - In compliance with the Price List
in this CONTRACT.

4 -- HALTS IN THE OPERATIONS

4.1.1 -- For occurrences that may result in a halt in the operations, the causes
thereof should be identified in order to allocate responsibility and liability
as required in order to remedy such situations.

4.1.2 -- When the causes are related to the infrastructure and / or technology
that is the responsibility of the CONTRACTING PARTY, it should remunerate the
CONTRACTED PARTY based on the duration of the halt and the consequences thereof.
The CONTRACTED PARTY should be remunerated as though such an event had not
occurred, consequently expunging the effects thereof from the services invoiced
and fines agreed for poor operating performance shown through the contractual
Performance Indicators: Service Level, % of the Group within the Average
Attendance Time (TMA) Range and % Trouble Tickets (TTS) Opened x Calls Answered.

5 - STATEMENT OF SERVICES, APPROVAL AND ISSUE OF INVOICE BY THE CONTRACTED PARTY

5.1.1 - The Invoice (Nota Fiscal) will be issued by the 20th (twentieth) day of
each month.

5.1.2 - The CONTRACTED PARTY will forward a detailed statement to the
CONTRACTING PARTY covering the services rendered and the respective Billing by
the by the 16th (sixteenth) of each month and the CONTRACTING PARTY will forward
the validation within two (2) business days from the forwarding of information
by the CONTRACTED PARTY.

5.1.3 - The amounts charged through the Statement of Services Rendered refer to
the

                                     A-129
<PAGE>

services rendered between the 16th (sixteenth) day of the previous month and the
15th (fifteenth) day of the current month. By the 10th (tenth) day of the month
subsequent to that covered by the invoice, the CONTRACTED PARTY may present the
CONTRACTING PARTY with an updated Statement of Services Rendered, showing the
amount receivable or deductible from the invoice issued for the month subsequent
to that covered by the invoice if any difference is ascertained, provided the
CONTRACTING PARTY and the CONTRACTED PARTY agree on that..

6 -- PERFORMANCE INDICATORS, PERFORMANCE RATINGS (SLA), BONUSES AND PENALTIES:

6.1 - The Performance Indicators, Performance Ratings (SLA), Bonuses and
Penalties applicable to the CONTRACTED PARTY, are presented in the following
Tables:

6.1.1 - Service Level for the Month - each Customer Service Group, other than
Welcome and Back Office, has a specific Performance Rating (SLA) and maximum
penalty of 15% (fifteen per cent) of the full Billing for the interval under
assessment.

6.1.1.1 - Should the system go down, prompting repeat calls during the intervals
subsequent to the problem and downgrading the Indicator, the Parties will assess
the situation and decide on the extent of the reduction or cancellation of the
penalty.

6.1.2 -- % of the Group within the Average Attendance Time (TMA) Range - each
Customer Service Group, other than Welcome, Dealer and Back Office, has a
specific monthly Performance Rating (SLA) and maximum penalty of 2% (two per
cent) of its full Billing.

6.1.3 -- % Trouble Tickets (TTs) Opened X Calls Answered - each Customer Service
Group, other than Welcome, Technical Support and Back Office, has a specific
monthly Performance Rating (SLA) and maximum penalty of 3.5% (three point five
per cent) of its full Billing. All calls answered from this public will be
removed from the Indicator.

The Trouble Tickets (TTS) Opened and the Calls Answered by the Mixed and VIP
Cells will be entered under the Post-Paid results (Post-Gold + Post-Diamond).

6.1.3.1 - For responding to Prospects (non-customers), as there is no
possibility of recording a Trouble Ticket (TT), these calls can consequently not
be included in the Indicator.

6.1.3.2 - Whenever the system is not available and the Trouble Ticket (TT) is
consequently not recorded, all calls answered during the entire time the system
is down will be expunged from the Indicator.

6.1.4 -- The CONTRACTED PARTY will be awarded a bonus based on the COPERNICUS
Ranking. This bonus will be calculated through the Ranking obtained by each
Coverage Area. The Ranking should be weighted by the Total Facilities (Pre and
Post-Paid) for each Area.

Ex.: Area III -- Facilities 100,000 / Ranking: 3

   Area IV -- Facilities 200,000 / Ranking: 2

                                     A-130
<PAGE>

 Weighted Copernicus Ranking = (100,000 x 3 + 200,000 x 2) / (100,000 + 200,000)

- Bonus Table for calculating the Monthly Remuneration

<TABLE>
<CAPTION>
Copernicus Ranking       Monthly Bonus
<S>                      <C>
1                           500,000

> 1 - <= 1.5                400,000

> 1.5 - <= 2                200,000

> 2 - <= 2.6                100,000

> 2.6                             0
</TABLE>

-     Eligibility to receive the Bonus will be defined for the period between
   the months in which the field surveys are carried out, paid out as from the
   month checked.

   e.g..: if the survey is carried out in April 2005 and the Ranking reaches
   1.6, the monthly bonus will be R$ 200,000, with payment beginning in May 2005
   and ending in August 2005 (bonus for January - April 2005).

Should the second survey be carried out in August 2005, the eligibility of these
findings will be considered for the months between the surveys, namely
May - August 2005, with payments schedule for September-December 2005.

-     Should a survey be carried out prior to the complete settlement of a bonus
   awarded for an earlier survey, the outstanding amount will be settled in full
   in the month during which the second survey is analyzed.

For the example given above, assume another survey is carried out in July 2005.
In this case, an amount of R$ 400,000 will be paid out in July 2005 for March -
April 2005.

-     Any outstanding amounts of bonuses still payable by December 2005 should
   be settled in full.

-     The CONTRACTED PARTY should transfer at least 50% (fifty per cent) of the
award to the Operations, in the manner it deems appropriate and duly proven to
OL. Should these payments to the supplier be made by the CONTRACTING PARTY, the
taxed owed by the CONTRACTED PARTY on the amounts involved will be transferred
thereto in full.

6.1.5 -- The CONTRACTED PARTY will be awarded a bonus on the basis of the ANATEL
Ranking:

-     The CONTRACTED PARTY will be awarded a bonus on the basis of the ANATEL
   Complaints Ranking disclosed each month by this Regulator.

                                     A-131
<PAGE>

-     The Bonus Table stipulates remuneration of R$ 10,000 for each rank above
      10th place, with a cap of R$ 100,000. The Total Remuneration Formula is:

   e.g..: Remuneration for the month: (ANATEL Ranking - 10) x R$ 10,000

   Payment will always be made to the CONTRACTED PARTY in the month subsequent
   to that checked by ANATEL.

Performance Ratings (SLA)

IND.01- SERVICE LEVEL - 90%

   -  The Service Level contracted for the Mixed and Technical Support Cell
      operations is 90/20; meaning 90% of the Incoming calls are answered within
      twenty seconds.

   -  The Service Level contracted for the VIP Cell operations is 90/10; meaning
      90% of the Incoming calls are answered within ten seconds.

   -  The Service Level should be metered every half hour, as this is the
      reference for calculating the Penalties and Bonuses as required.

   -  The Penalties Table should be calculated in accordance with the following
      Table, with the percentage penalty being applied to the gross remuneration
      calculated on the traffic metered for the half hour in question:

                                     A-132
<PAGE>
<TABLE>
<CAPTION>
PERIOD         PERFORMANCE      DOWNGRADE          FINE         CHECKED
------       --------------     ---------         -------       -------
<S>          <C>                <C>               <C>           <C>
                 >= 90%            N/A            [*****]

             >= 88% - < 90%        N/A            [*****]

             >= 85% - < 88%        N/A            [*****]

             >= 83% - < 85%        N/A            [*****]

             >= 80% - < 83%        N/A            [*****]       monthly
All
             >= 70% - < 80%        N/A            [*****]

             >= 60% - < 70%        N/A            [*****]

             >= 50% - < 60%        N/A            [*****]

             >= 40% - < 50%        N/A            [*****]

                 < 40%             N/A            [*****]
</TABLE>

      -     The Service Level Penalties will be quashed for the range between
            80% (inclusive) and 90%, for a certain number of days a month, which
            will be stipulated by the CONTRACTED PARTY and are not cumulative
            for carrying over to the subsequent month. The number of days open
            to such cancellation of fines will be defined by the number of
            Mondays in each month.

      -     The Service Level Penalties will be quashed in exceptional cases,
            for example, if the system goes down. In order to qualify for such
            cancellation, such facts should be notified and agreed with OI
            within no more than D+1, taken as business days (Monday - Friday).

      -     Other examples for quashing fines: media notified without advance
            notice of 3 (three) business days and / or with demands higher than
            the installed capacity (Contax to suggest the possible Volume /
            Service Level), external factors (transportation strike, floods,
            large-scale accidents), among others.

IND.02 - Calls Qualifier (Percentage of Trouble Tickets (TTs) opened per call
answered) applicable to the Mixed and VIP cells.

      -     The Trouble Ticket (TT) opening target is 100%, and may even exceed
            this figure as at least one Trouble Ticket (TT) should be opened for
            each call.

      -     Consider a penalty of [*****] on the Gross Billing, for each 1% (one
            per cent) drop in the Trouble Ticket (TT) opening Indicator. The
            calculation should be carried out to one decimal place, meaning that
            for a Performance Rating (SLA) of 99.5% (ninety nine point five per
            cent),

                                     A-133

<PAGE>

            the penalty will be [*****], and so on. The maximum penalty will be
            [*****].

      -     Exceptionally, the "Trouble Ticket (TT) Opening" indicator targets
            for 2004 early 2005 for Mixed and VIP will be:

                  -     November - 80%

                  -     December - 90%

                  -     January - 100%

IND.03 - Percentage within the Acceptable Average Attendance Time (TMA) Range -
Range. Applicable to the Mixed, VIP and Technical Support Cells

      -     The target for the "Average Attendance Time (TMA) Range" is shown in
            the following Table, to be calculated on the basis of the Average
            Attendance Time (TMA) for each operator through the formula given
            below for 2004 and from January 2005 onwards:

            -     Average Attendance Time (TMA) Range = (The number of operators
                  with monthly TMA between 1.2 x TMA Operation and 0.67% x TMA
                  Operation) / (Total Number of Operators)

<TABLE>
<CAPTION>
                                                               January 05
      Cell               October     November      December     onwards
-----------------        -------     --------      --------    ----------
<S>                      <C>         <C>           <C>         <C>
Pre-paid                   66%          68%           70%          70%
Post-paid                  64%          66%           68%          70%
Mixed                      58%          60%           62%          65%
Technical Support          70%          70%           70%          70%
VIP                        80%          80%           80%          80%
</TABLE>

            -     New Operators (market) will be considered as from the 61st
                  (sixty-first) day / Pre-Paid and Dealer.

            -     New Operators (market) will be considered as from the 91st day
                  / Post-Paid, Mixed.

            -     Operators migrating between operator cells will be considered
                  as from 61 (sixty-one) days after the transfer.

            -     Operators answering less than 15% (fifteen per cent) of the
                  average calls for the Group will not be included in the
                  calculation.

            -     The indicator should be calculated on a monthly basis, with
                  Penalties to be applied on the Gross Billings.

            -     The Indicator and the resulting penalty should be calculated
                  separately for each Operations Cell.

            -     Consider a penalty of [*****] on the Gross Billing, for each
                  1% (one per cent) drop in the "TMA Range" indicator. The
                  calculation should be carried out to one decimal place. The
                  maximum penalty will be [*****].

IND.04 - SERVICE LEVEL - Dealer

      -     The Service Level contracted for the Dealer Operations is 80/20,
            meaning that 80% of the Incoming calls are answered within 20
            seconds.

                                     A-134

<PAGE>

      -     The Service Level should be metered every half hour, as this is the
            reference for calculating the Penalties and Bonuses as required.

The Penalties should be calculated in accordance with the following Table, with
the percentage penalty being applied to the gross remuneration, based on the
traffic metered for the half hour in question:

<TABLE>
<CAPTION>
PERIOD            PERFORMANCE       DOWNGRADE    FINE         CHECKED
------          ---------------     ---------    ----         --------
<S>             <C>                 <C>          <C>          <C>
                >= 80%                 N/A         0%

                >= 78% -  < 80%        N/A         1%

                >= 75% -  < 78%        N/A         2%

                >= 73% -  < 75%        N/A         3%

                >= 70% -  < 73%        N/A         4%
All                                                           1/2 hour
                >= 60% -  < 70%        N/A         6%

                >= 50% -  < 60%        N/A         8%

                >= 40% -  < 50%        N/A        10%

                >= 30% -  < 40%        N/A        12%

                < 30%                  N/A        15%
</TABLE>

      -     The Service Level Penalties will be quashed for the range between
            70% (inclusive) and 80%, for a certain number of days a month, which
            will be stipulated by the CONTRACTED PARTY and are not cumulative
            for carrying over to the subsequent month. The number of days open
            to such cancellation of fines will be defined by the number of
            Mondays in each month.

      -     The Service Level Penalties will be quashed in exceptional cases,
            for example, if the system goes down. In order to qualify for such
            cancellation, such facts should be notified and agreed with OI
            within no more than D+1, taken as business days (Monday - Friday).

      -     Other examples for quashing fines: media notified without advance
            notice of 3 (three) business days and / or with demands higher than
            the installed capacity, external factors (transportation strike,
            floods, large-scale accidents), among others.

TRAINING:

The types of Training required to perform of the services are described below,
in addition to defining the Party bearing the costs thereof:

      -     INITIAL TRAINING: Consists of the Training required for each
            operator to begin work in the respective service cells, in order to
            ensure a proper understanding of the various types of information
            related thereto.

            Service metered by Minute Spoken: Responsibility of the CONTRACTED
            PARTY. This includes the start-up of a service, as well as the
            replacement of operators due to normal staff turnover.

            Service metered by Attendance Position (PA): Responsibility of the
            CONTRACTING PARTY, PURSUANT to the Training Man-hours Price List.

      REFRESHER TRAINING: Consists of Training providing updated information for
      the respective service cells, upgrading the operators rendering the
      services as follows:

                                     A-135

<PAGE>

      -     The CONTRACTED PARTY is responsible for the Refresher Training
            costs, for no more than 5 (five) days/year per operator. The costs
            of any additional periods will be for the account of the CONTRACTING
            PARTIES, in accordance with the Training Man-hours Price List or
            Minute Spoken, for operations measured by Attendance Position (PA)
            or Minute Spoken, respectively, which constitutes an integral part
            of this document.

DURATION

The services covered in this chart will be supplied for a period of 6 (six)
years. On expiry of this period, the supply of the services will be
automatically renewed for 5 (five) years, unless any of the Parties decide
otherwise. Should any of the Parties decide not to extend the contract, the
Party adopting such decision should notify the other with advance notice of 180
(one hundred and eighty) days, all as stipulated in Item 14.1 of the Services
Agreement regulating the business relationship in question.

REDUCTION OF SERVICE

The Parties hereby agree that the CONTRACTING PARTIES may reduce one or all of
the services constituting this product called "OI CUSTOMER SERVICE", rendered by
the CONTRACTED PARTY, provided the respective impact thereof does not result in
an annual reduction of more than [*****] of the revenues posted over the past 12
(twelve) months by the CONTRACTED PARTY for this product. When such reduction
exceeds [*****], the additional amount will be considered as partial rescission,
being subject to a rescissory fine in such case equivalent to the amount
corresponding to the amount by which the monthly revenues are reduced,
multiplied by [*****]. This amount should be calculated without including the
[*****] reduction permitted as described above, taking into consideration only
the amount exceeding the reduction limit allowed for the CONTRACTING PARTY. The
fine should be paid by the CONTRACTING PARTY reducing the services requested
from the CONTRACTED PARTY, both adopting this stance and taking the proportional
aspects of the revenues into consideration.

                                     A-136

<PAGE>

14. OI BUSINESS

The annual estimated fee for this service is [*****].

14.1 SERVICES CHART, PRICES, GENERAL CHARACTERISTICS, PERFORMANCE RATINGS (SLA).

SERVICE: OI BUSINESS

BILLING: Menu

OPERATING HOURS: 12 (twelve) hours x 7 (seven) days x week

BILLING CALCULATION PERIOD: - from the 16th (sixteenth) day of the previous
month to the 15th (fifteenth) day of the current month

Prices

<TABLE>
<CAPTION>
 SITE                         SERVICES                               UNIT                  R$
-------         ------------------------------------                -------              -------
<S>             <C>                                                 <C>                  <C>
                Basic Infrastructure                                R$ / PA              [*****]

                Labor Force Operator                                R$ / HC              [*****]

                Labor Force Supervisor                              R$ / HC              [*****]

                Overtime 100% -- Operator                           R$ / h               [*****]

                Overtime 50% -- Operator                            R$ / h               [*****]

Niteroi         Overtime 100% -- Supervisor                         R$ / h               [*****]

                Overtime 50% -- Supervisor                          R$ / h               [*****]

                Hours Training Operator                             R$ / h               [*****]

                Hours Training Supervisor                           R$ / h               [*****]

                Specialized Supervisor / Labor Force                R$ / h               [*****]

                Labor Force Coordinator                             R$ / HC              [*****]
</TABLE>

                                     A-137

<PAGE>

GENERAL CHARACTERISTICS

1 - SIZING

1.1 -- The forecast figures for the Attendance Positions (PAs) and Labor Force
should be drawn up for the next three months, on a month by month basis, and
forwarded to the CONTRACTED PARTY 45 (forty five) days prior to the first month
covered by the Quarterly Forecast.

1.2 -- The CONTRACTING PARTY should draw up the Quarterly Forecast, and forward
it to the CONTRACTED PARTY for its information and agreement.

1.3 -- For the purposes of billing the number of Attendance Positions (PAs) and
Labor Force, only the first month of the quarter is valid.

2 -- BILLING

2.1 -- Billing the Attendance Positions (PAs) - Basic Infrastructure in the
Price List

2.1.1 -- The volume of Basic Attendance Positions (PAs) for calculating the
Invoice is the average Max Top for the days calculated.

2.1.2 -- The Max Top is calculated on a daily basis, except for days off and
holidays for this Product Service Group.

2.1.3 -- This calculation is carried out through the Max Top function (maximum
number of Attendance Positions (PAs) logged during the thirty-minute interval)
of the CMS System

2.1.4 -- The volume of Attendance Positions (PAs) calculated on a daily basis
may not be higher than stipulated in the forecast for the month in question,
received by the CONTRACTED PARTY with 45 (forty five) days advance notice (Item
1)

2.1.5 -- The volume calculated may be higher than the forecast only with the
approval of the CONTRACTING PARTY to increase the number of Attendance Positions
(PAs) on the calculation day

2.2 -- Labor Force Billing

2.2.1 -- The base Labor Force volume for calculating the Invoice is the average
number of employees at work during the Billing period.

2.2.2 -- The Labor Force volume is calculated on a daily basis for the number of
people working on the first day of the Billing period, excluding dismissals,
resignations, vacations and sick leave on a daily basis, among others.

2.2.3 -- The volume of people calculated on a daily basis may not be higher than
stipulated in the forecast for the month in question, received by the CONTRACTED
PARTY with 45 (forty five) days advance notice (Item 1)

2.2.4 -- The volume calculated may be higher than the forecast when the
CONTRACTING

                                     A-138

<PAGE>

PARTY has agreed to increase the number of people on the calculation day

2.2.5 -- The CONTRACTED PARTY add to the base Labor Force volume for calculating
the Invoice an absenteeism adjustment of 3% (three per cent) of the base volume

2.3 -- Overtime Billing

2.3.1 -- Overtime is not included in the Labor Force Price, and should be
charged separately as follows:

2.3.2 -- All overtime will be billed as related to ANATEL and on holidays,
according to the prices in this Product Price List;

2.3.3 -- Overtime due to seasonal factors and specific demands will be charged
after approval of the volume by the CONTRACTING PARTY and billed according to
the price listed for this product.

2.4 -- Training Billing

2.4.1 -- Initial Training and Product Training will be charged in compliance
with Table above.

2.4.2 -- The Training Sessions held during overtime and agreed between the
CONTRACTING PARTY and the CONTRACTED PARTY, should be charged in compliance with
the Product Menu, Overtime Item.

2.5 -- Audible Response Unit (ARU) Port Billing, recording, software and systems
in general, should be undertaken in accordance with the Other Products Table in
this CONTRACT.

2.6. Halt in the Operations

2.6.1. For occurrences that may result in a halt in the operations, the causes
thereof should be identified in order to allocate responsibility and liability
as required

2.6.2. When the causes are related to the infrastructure and / or technology
that is the responsibility of the CONTRACTING PARTY, it should pay remuneration
for the operations based on duration of the halt and the consequences thereof.
The CONTRACTED PARTY should be remunerated as though such an event had not
occurred, consequently expunging the effects thereof from the fines and volumes
billed, based on the Performance Rating (SLA).

2.7 -- Issuing and Checking the Invoice

2.7.1 -- The Invoice (Nota Fiscal) should be issued by the 20th (twentieth) day
of each month.

2.7.2 -- The CONTRACTED PARTY will forward a detailed Statement to the
CONTRACTING PARTY covering the services rendered and the respective Billing by
the 16th (sixteenth) of each MONTH, AND THE CONTRACTING PARTY will forward the
validation within two (2) business days from the forwarding of information by
the CONTRACTED PARTY..

                                     A-139

<PAGE>

2.7.3 -- The amounts charged through the Statement of Services Rendered refer to
the services rendered between the 16th (sixteenth) day of the previous month and
the 15th (fifteenth) day of the current month. By the 10th (tenth) day of the
month subsequent to that covered by the invoice, the CONTRACTED PARTY may
present the CONTRACTING PARTY with an updated Statement of Services Rendered,
showing the amount receivable or deductible from the invoice issued for the
month subsequent to that covered by the invoice if any difference is
ascertained, provided the CONTRACTING PARTY and the CONTRACTED PARTY agree on
that.

                                     A-140

<PAGE>

14.2 SERVICES CHART, PRICES, GENERAL CHARACTERISTICS, PERFORMANCE RATINGS (SLA).

Service: BO SERVICES OI BUSINESS

Billing: Menu

Operating Hours: 12 (twelve) hours x 6 (six) days x week

Billing Calculation Period: from the 16th (sixteenth) day of the previous month
to the 15th (fifteenth) day of the current month -

Prices

<TABLE>
<CAPTION>
 SITE                         SERVICES                UNIT          R$
-------             ---------------------------   -----------    -------
<S>                 <C>                           <C>            <C>
                    Basic Infrastructure            R$ / PA      [*****]

                    Labor Force Operator          R$/Hc/month    [*****]

                    Labor Force Supervisor        R$/Hc/month    [*****]

                    Overtime 100% -- Operator       R$ / h       [*****]
Niteroi
                    Overtime 50% -- Operator        R$ / h       [*****]

                    Overtime 100% -- Supervisor     R$ / h       [*****]

                    Overtime 50% -- Supervisor      R$ / h       [*****]

                    Hours Training Operator         R$ / h       [*****]

                    Hours Training Supervisor       R$ / h       [*****]
</TABLE>

General Characteristics

1-- SIZING

1.1 -- The forecast figures for the Attendance Positions (PAs) and Labor Force
should be drawn up for the next three months, on a month by month basis, and
forwarded to the CONTRACTED PARTY 45 (forty five) days prior to the first month
covered by the Quarterly Forecast.

1.2 -- The CONTRACTING PARTY should draw up the Quarterly Forecast, and forward
it to the CONTRACTED PARTY for its information and agreement.

                                     A-141

<PAGE>

1.3 -- For the purposes of billing the number of Attendance Positions (PAs) and
Labor Force, only the first month of the quarter is valid.

2 -- BILLING

2.1 -- Billing the Attendance Positions (PAs) - Basic Infrastructure in the
Price List

2.1.1 -- The volume of Basic Attendance Positions (PAs) for calculating the
Invoice is the average Max Top for the days calculated.

2.1.2 -- The Max Top is calculated on a daily basis, except for days off and
holidays for this Product Service Group.

2.1.3 -- This calculation is carried out through the Max Top function (maximum
number of Attendance Positions (PAs) logged during the thirty-minute interval)
of the Traffic Control System (CMS).

2.1.4 -- The volume of Attendance Positions (PAs) calculated on a daily basis
may not be higher than stipulated in the forecast for the month in question,
received by the CONTRACTED PARTY with 45 (forty five) days advance notice (Item
1)

2.1.5 -- The volume calculated may be higher than the forecast only with the
approval of the CONTRACTING PARTY to increase the number of Attendance Positions
(PAs) on the calculation day

2.2 -- Labor Force Billing

2.2.1 -- The base Labor Force volume for calculating the Invoice is the average
number of employees at work during the Billing period.

2.2.2 -- The Labor Force volume is calculated on a daily basis for the number of
people working on the first day of the Billing period, excluding dismissals,
resignations, vacations and sick leave on a daily basis, among others.

2.2.3 -- The volume of people calculated on a daily basis may not be higher than
stipulated in the forecast for the month in question, received by the CONTRACTED
PARTY with 45 (forty five) days advance notice (Item 1).

2.2.4 -- The volume calculated may be higher than the forecast when the
CONTRACTING PARTY has agreed to increase the number of people on the calculation
day

2.2.5 -- The CONTRACTED PARTY add to the base Labor Force volume for calculating
the Invoice an absenteeism adjustment of 3% (three per cent) of the base volume

2.3 -- Overtime Billing

2.3.1 -- Overtime is not included in the Labor Force Price, and should be
charged separately as follows:

2.3.2 -- All overtime will be billed as related to ANATEL and on holidays,
according to the prices in this Product Price List;

                                     A-142

<PAGE>

2.3.3 -- Overtime due to seasonal factors and specific demands will be charged
after approval of the volume by the CONTRACTING PARTY and billed according to
the price listed for this product.

2.4 -- Training Billing

2.4.1 -- Initial Training and Product Training will be charged in compliance
with Table above.

2.4.2 -- The Training Sessions held during overtime and agreed between the
CONTRACTING PARTY and the CONTRACTED PARTY, should be charged in compliance with
the Product Menu, Overtime Item.

2.5 -- Audible Response Unit (ARU) Port Billing, recording, software and systems
in general, should be undertaken in accordance with the Other Products Table in
this CONTRACT.

2.6. Halt in the Operations

2.6.1. For occurrences that may result in a halt in the operations, the causes
thereof should be identified in order to allocate responsibility and liability
as required

2.6.2. When the causes are related to the infrastructure and / or technology
that is the responsibility of the CONTRACTING PARTY, it should pay remuneration
for the operations based on duration of the halt and the consequences thereof.
The CONTRACTED PARTY should be remunerated as though such an event had not
occurred, consequently expunging the effects thereof from the fines and volumes
billed, based on the Performance Rating (SLA).

2.7 -- Issuing and Checking the Invoice

2.7.1 - The Invoice (Nota Fiscal) should be issued by the 20th (twentieth) day
of each month.

2.7.2 -- The CONTRACTED PARTY will forward a detailed statement to the
CONTRACTING PARTY covering the services rendered and the respective Billing by
the 16th (sixteenth) of each month and the CONTRACTING PARTY will forward the
validation within two (2) business days from the forwarding of information by
the CONTRACTED PARTY..

2.7.3 -- The amounts charged through the Statement of Services Rendered refer to
the services rendered between the 16th (sixteenth) day of the previous month and
the 15th (fifteenth) day of the current month. By the 10th (tenth) day of the
month subsequent to that covered by the invoice, the CONTRACTED PARTY may
present the CONTRACTING PARTY with an updated Statement of Services Rendered,
showing the amount receivable or deductible from the invoice issued for the
month subsequent to that covered by the invoice if any difference is
ascertained, provided the CONTRACTING PARTY and the CONTRACTED PARTY agree on
that.

                                     A-143

<PAGE>

14.3 SERVICES CHART, PRICES, GENERAL CHARACTERISTICS, PERFORMANCE RATINGS (SLA)

Service: BO CONTESTATIONS OI BUSINESS

Billing: Menu

Operating Hours: 12 (twelve) hours X 6 (six) days x week

Billing Calculation Period: - from the 16th (sixteenth) day of the previous
month to the 15th (fifteenth) day of the current month.

Prices

<TABLE>
<CAPTION>
 SITE                      SERVICE                     UNIT                 R$
-------          ---------------------------       -----------           -------
<S>              <C>                               <C>                   <C>
                 Basic Infrastructure              R$/Pa/month           [*****]

                 Labor Force Operator              R$/Hc/month           [*****]

                 Labor Force Supervisor            R$/Hc/month           [*****]

                 Overtime 100% -- Operator           R$ / h              [*****]
Niteroi
                 Overtime 50% -- Operator            R$ / h              [*****]

                 Overtime 100% -- Supervisor         R$ / h              [*****]

                 Overtime 50% -- Supervisor          R$ / h              [*****]

                 Hours Training Operator             R$ / h              [*****]

                 Hours Training Supervisor           R$ / h              [*****]
</TABLE>

General Characteristics

1-- SIZING

1.1 -- The forecast figures for the Attendance Positions (PAs) and Labor Force
should be drawn up for the next three months, on a month by month basis, and
forwarded to the CONTRACTED PARTY 45 (forty five) days prior to the first month
covered by the Quarterly Forecast.

1.2 -- The CONTRACTING PARTY should draw up the Quarterly Forecast, and forward
it to the CONTRACTED PARTY for its information and agreement.

                                     A-144

<PAGE>

1.3 -- For the purposes of billing the number of Attendance Positions (PAs) and
Labor Force, only the first month of the quarter is valid.

2 -- BILLING

2.1 -- Billing the Attendance Positions (PAs) - Basic Infrastructure in the
Price List

2.1.1 -- The volume of Basic Attendance Positions (PAs) for calculating the
Invoice is the average Max Top for the days calculated.

2.1.2 -- The Max Top is calculated on a daily basis, except for days off and
holidays for this Product Service Group.

2.1.3 -- This calculation is carried out through the Max Top function (maximum
number of Attendance Positions (PAs) logged during the thirty-minute interval)
of the Traffic Control System (CMS).

2.1.4 -- The volume of Attendance Positions (PAs) calculated on a daily basis
may not be higher than stipulated in the forecast for the month in question,
received by the CONTRACTED PARTY with 45 (forty five) days advance notice (Item
1).

2.1.5 -- The volume calculated may be higher than the forecast only with the
approval of the CONTRACTING PARTY to increase the number of Attendance Positions
(PAs) on the calculation day.

2.2 -- Labor Force Billing

2.2.1 -- The base Labor Force volume for calculating the Invoice is the average
number of employees at work during the Billing period.

2.2.2 -- The Labor Force volume is calculated on a daily basis for the number of
people working on the first day of the Billing period, excluding dismissals,
resignations, vacations and sick leave on a daily basis, among others.

2.2.3 -- The volume of people calculated on a daily basis may not be higher than
stipulated in the forecast for the month in question, received by the CONTRACTED
PARTY with 45 (forty five) days advance notice (Item 1)

2.2.4 -- The volume calculated may be higher than the forecast when the
CONTRACTING PARTY has agreed to increase the number of people on the calculation
day

2.2.5 -- The CONTRACTED PARTY add to the base Labor Force volume for calculating
the Invoice an absenteeism adjustment of 3% (three per cent) of the base volume

2.3 -- Overtime Billing

                                     A-145

<PAGE>

2.3.1 -- Overtime is not included in the Labor Force Price, and should be
charged separately as follows:

2.3.2 -- All overtime will be billed as related to ANATEL and on holidays,
according to the prices in this Product Price List;

2.3.3 -- Overtime due to seasonal factors and specific demands will be charged
after approval of the volume by the CONTRACTING PARTY and billed according to
the price listed for this product.

2.4 -- Training Billing

2.4.1 -- Initial Training and Product Training will be charged in compliance
with Table above.

2.4.2 -- The Training Sessions held during overtime and agreed between the
CONTRACTING PARTY and the CONTRACTED PARTY, should be charged in compliance with
the Product Menu, Overtime Item.

2.5 -- Audible Response Unit (ARU) Port Billing, recording, software and systems
in general, should be undertaken in accordance with the Other Products Table in
this CONTRACT.

2.6. Halt in the Operations

2.6.1. For occurrences that may result in a halt in the operations, the causes
thereof should be identified in order to allocate responsibility and liability
as required.

2.6.2. When the causes are related to the infrastructure and / or technology
that is the responsibility of the CONTRACTING PARTY, it should pay remuneration
for the operations based on duration of the halt and the consequences thereof.
The CONTRACTED PARTY should be remunerated as though such an event had not
occurred, consequently expunging the effects thereof from the fines and volumes
billed, based on the Performance Rating (SLA).

2.7 -- Issuing and Checking the Invoice

2.7.1 -- The Invoice (Nota Fiscal) should be issued by the 20th (twentieth) day
of each month.

2.7.2 -- The CONTRACTED PARTY will forward a detailed statement to the
CONTRACTING PARTY covering the services rendered and the respective Billing by
the 16th (sixteenth) of each month and the CONTRACTING PARTY will forward the
validation within two (2) business days from the forwarding of information by
the CONTRACTED PARTY.

2.7.3 -- The amounts charged through the Statement of Services Rendered refer to
the

                                     A-146

<PAGE>

services rendered between the 16th (sixteenth) day of the previous month and the
15th (fifteenth) day of the current month. By the 10th (tenth) day of the month
subsequent to that covered by the invoice, the CONTRACTED PARTY may present the
CONTRACTING PARTY with an updated Statement of Services Rendered, showing the
amount receivable or deductible from the invoice issued for the month subsequent
to that covered by the invoice if any difference is ascertained, provided the
CONTRACTING PARTY and the CONTRACTED PARTY agree on that.

                                     A-147

<PAGE>

14.4 SERVICES CHART, PRICES, GENERAL CHARACTERISTICS, PERFORMANCE RATINGS (SLA)

Service: RETENTION OI BUSINESS

Billing: Menu

Operating Hours: 12 (twelve) hours x 6 (six) days x week

Billing Calculation Period: from the 16th (sixteenth) day of the previous month
to the 15th (fifteenth) day of the current month.

Prices

<TABLE>
<CAPTION>
 SITE                          SERVICE                        UNIT         R$
-------         ------------------------------------      -----------   -------
<S>             <C>                                       <C>           <C>
                Basic Infrastructure                      R$/Pa/month   [*****]

                Labor Force Operator                      R$/Hc/month   [*****]

                Labor Force Supervisor                    R$/Hc/month   [*****]

                Overtime 100% -- Operator                   R$ / h      [*****]

                Overtime 50% -- Operator                    R$ / h      [*****]
Niteroi
                Overtime 100% -- Supervisor                 R$ / h      [*****]

                Overtime 50% -- Supervisor                  R$ / h      [*****]

                Hours Training Operator                     R$ / h      [*****]

                Hours Training Supervisor                   R$ / h      [*****]

                Specialized Supervisor / Labor Force      R$/Hc/month   [*****]
</TABLE>

General Characteristics:

1-- SIZING

1.1 -- The forecast figures for the Attendance Positions (PAs) and Labor Force
should be drawn up for the next three months, on a month by month basis, and
forwarded to the CONTRACTED PARTY 45 (forty five) days prior to the first month
covered by the Quarterly Forecast.

1.2 -- The CONTRACTING PARTY should draw up the Quarterly Forecast, and forward

                                     A-148

<PAGE>

it to the CONTRACTED PARTY for its information and agreement.

1.3 -- For the purposes of billing the number of Attendance Positions (PAs) and
Labor Force, only the first month of the quarter is valid.

2 -- BILLING

2.1 -- Billing the Attendance Positions (PAs) - Basic Infrastructure in the
Price List

2.1.1 -- The volume of Basic Attendance Positions (PAs) for calculating the
Invoice is the average Max Top for the days calculated.

2.1.2 -- The Max Top is calculated on a daily basis, except for days off and
holidays for this Product Service Group.

2.1.3 -- This calculation is carried out through the Max Top function (maximum
number of Attendance Positions (PAs) logged during the thirty-minute interval)
of the Traffic Control System (CMS)

2.1.4 -- The volume of Attendance Positions (PAs) calculated on a daily basis
may not be higher than stipulated in the forecast for the month in question,
received by the CONTRACTED PARTY with 45 (forty five) days advance notice (Item
1)

2.1.5 -- The volume calculated may be higher than the forecast only with the
approval of the CONTRACTING PARTY to increase the number of Attendance Positions
(PAs) on the calculation day

2.2 -- Labor Force Billing

2.2.1 -- The base Labor Force volume for calculating the Invoice is the average
number of employees at work during the Billing period.

2.2.2 -- The Labor Force volume is calculated on a daily basis for the number of
people working on the first day of the Billing period, excluding dismissals,
resignations, vacations and sick leave on a daily basis, among others.

2.2.3 -- The volume of people calculated on a daily basis may not be higher than
stipulated in the forecast for the month in question, received by the CONTRACTED
PARTY with 45 (forty five) days advance notice (Item 1)

2.2.4 -- The volume calculated may be higher than the forecast when the
CONTRACTING PARTY has agreed to increase the number of people on the calculation
day

2.2.5 - The CONTRACTED PARTY add to the base Labor Force volume for calculating
the Invoice an absenteeism adjustment of 3% (three per cent) of the base volume

                                     A-149

<PAGE>

2.3 -- Overtime Billing

2.3.1 -- Overtime is not included in the Labor Force Price, and should be
charged separately as follows:

2.3.2 -- All overtime will be billed as related to ANATEL and on holidays,
according to the prices in this Product Price List;

2.3.3 -- Overtime due to seasonal factors and specific demands will be charged
after approval of the volume by the CONTRACTING PARTY and billed according to
the price listed for this product.

2.4 -- Training

2.4.1 -- Initial Training and Product Training will be charged in compliance
with Table above.

2.4.2 -- The Training Sessions held during overtime and agreed between the
CONTRACTING PARTY and the CONTRACTED PARTY, should be charged in compliance with
the Product Menu, Overtime Item.

2.5 -- Audible Response Unit (ARU) Port Billing, recording, software and systems
in general, should be undertaken in accordance with the Other Products Table in
this AGREEMENT.

2.6. Halt in the Operations

2.6.1. For occurrences that may result in a halt in the operations, the causes
thereof should be identified in order to allocate responsibility and liability
as required

2.6.2. When the causes are related to the infrastructure and / or technology
that is the responsibility of the CONTRACTING PARTY, it should pay remuneration
for the operations based on duration of the halt and the consequences thereof.
The CONTRACTED PARTY should be remunerated as though such an event had not
occurred, consequently expunging the effects thereof from the fines and volumes
billed, based on the Performance Rating (SLA).

2.7 -- Issuing and Checking the Invoice

2.7.1 -- The Invoice (Nota Fiscal) should be issued by the 20th (twentieth) day
of each month.

2.7.2 -- The CONTRACTED PARTY will forward a detailed statement to the
CONTRACTING PARTY covering the services rendered and the respective Billing by
the 16th (sixteenth) of each month and the CONTRACTING PARTY will forward the
validation within two (2) business days from the forwarding of information by
the CONTRACTED PARTY.

2.7.3 -- The amounts charged through the Statement of Services Rendered refer to
the

                                     A-150

<PAGE>

services rendered between the 16th (sixteenth) day of the previous month and the
15th (fifteenth) day of the current month. By the 10th (tenth) day of the month
subsequent to that covered by the invoice, the CONTRACTED PARTY may present the
CONTRACTING PARTY with an updated Statement of Services Rendered, showing the
amount receivable or deductible from the invoice issued for the month subsequent
to that covered by the invoice if any difference is ascertained, provided the
CONTRACTING PARTY and the CONTRACTED PARTY agree on that.

                                     A-151

<PAGE>

14.5 SERVICES CHART, PRICES, GENERAL CHARACTERISTICS, PERFORMANCE RATINGS (SLA)

Service: BO RETENTION OI BUSINESS

Billing: Menu

Operating Hours: 12 (twelve) hours x 6 (six) days x week

Billing Calculation Period: - from the 16th (sixteenth) day of the previous
month to the 15th (fifteenth) day of the current month

Prices

<TABLE>
<CAPTION>
 SITE                    SERVICES                             UNIT         R$
-------        ---------------------------                -----------   -------
<S>            <C>                                        <C>           <C>
               Basic Infrastructure                       R$/Pa/month   [*****]

               Labor Force Operator                       R$/Hc/month   [*****]

               Labor Force Supervisor                     R$/Hc/month   [*****]

               Overtime 100% -- Operator                     R$ / h     [*****]

               Overtime 50% -- Operator                      R$ / h     [*****]

               Overtime 100% -- Supervisor                   R$ / h     [*****]

Niteroi        Overtime 50% -- Supervisor                    R$ / h     [*****]

               Hours Training Operator                       R$ / h     [*****]

               Hours Training Supervisor                     R$ / h     [*****]

               Assistants                                 R$/Hc/month   [*****]

               Analyst                                    R$/Hc/month   [*****]
</TABLE>

General Characteristics

1- SIZING

1.1 -- The forecast figures for the Attendance Positions (PAs) and Labor Force
should be

                                     A-152

<PAGE>

drawn up for the next three months, on a month by month basis, and forwarded to
the CONTRACTED PARTY 45 (forty five) days prior to the first month covered by
the Quarterly Forecast.

1.2 -- The CONTRACTING PARTY should draw up the Quarterly Forecast, and forward
it to the CONTRACTED PARTY for its information and agreement.

1.3 - For the purposes of billing the number of Attendance Positions (PAs) and
Labor Force, only the first month of the quarter is valid.

2 -- BILLING

2.1 -- Billing the Attendance Positions (PAs) - Basic Infrastructure in the
Price List

2.1.1 -- The volume of Basic Attendance Positions (PAs) for calculating the
Invoice is the average Max Top for the days calculated.

2.1.2 -- The Max Top is calculated on a daily basis, except for days off and
holidays for this Product Service Group.

2.1.3 -- This calculation is carried out through the Max Top function (maximum
number of Attendance Positions (PAs) logged during the thirty-minute interval)
of the Traffic Control System (CMS).

2.1.4 -- The volume of Attendance Positions (PAs) calculated on a daily basis
may not be higher than stipulated in the forecast for the month in question,
received by the CONTRACTED PARTY with 45 (forty five) days advance notice (Item
1).

2.1.5 - The volume calculated may be higher than the forecast only with the
approval of the CONTRACTING PARTY to increase the number of Attendance Positions
(PAs) on the calculation day

2.2 - Labor Force Billing

2.2.1 - The base Labor Force volume for calculating the Invoice is the average
number of employees at work during the Billing period.

2.2.2 -- The Labor Force volume is calculated on a daily basis for the number of
people working on the first day of the Billing period, excluding dismissals,
resignations, vacations and sick leave on a daily basis, among others.

2.2.3 -- The volume of people calculated on a daily basis may not be higher than
stipulated in the forecast for the month in question, received by the CONTRACTED
PARTY with 45 (forty five) days advance notice (Item 1).

2.2.4 -- The volume calculated may be higher than the forecast when the
CONTRACTING PARTY has agreed to increase the number of people on the calculation
day

                                     A-153

<PAGE>

2.2.5 -- The CONTRACTED PARTY add to the base Labor Force volume for calculating
the Invoice an absenteeism adjustment of 3% (three per cent) of the base volume.

2.3 -- Overtime Billing

2.3.1 -- Overtime is not included in the Labor Force Price, and should be
charged separately as follows:

2.3.2 -- All overtime will be billed as related to ANATEL and on holidays,
according to the prices in this Product Price List;

2.3.3 -- Overtime due to seasonal factors and specific demands will be charged
after approval of the volume by the CONTRACTING PARTY and billed according to
the price listed for this product.

2.4 -- Training Billing

2.4.1 -- Initial Training and Product Training will be charged in compliance
with Table above.

2.4.2 -- The Training Sessions held during overtime and agreed between the
CONTRACTING PARTY and the CONTRACTED PARTY, should be charged in compliance with
the Product Menu, Overtime Item.

2.5 -- Audible Response Unit (ARU) Port Billing, recording, software and systems
in general, should be undertaken in accordance with the Other Products Table in
this CONTRACT.

2.6 -- Halt in the Operations

2.6.1. For occurrences that may result in a halt in the operations, the causes
thereof should be identified in order to allocate responsibility and liability
as required

2.6.2. When the causes are related to the infrastructure and / or technology
that is the responsibility of the CONTRACTING PARTY, it should pay remuneration
for the operations based on duration of the halt and the consequences thereof.
The CONTRACTED PARTY should be remunerated as though such an event had not
occurred, consequently expunging the effects thereof from the fines and volumes
billed, based on the Performance Rating (SLA).

2.7 -- Issuing and Checking the Invoice

2.7.1 -- The Invoice (Nota Fiscal) should be issued by the 20th (twentieth) day
of each month.

                                     A-154

<PAGE>

2.7.2 -- The CONTRACTED PARTY will forward a detailed Statement to the
CONTRACTING PARTY covering the services rendered and the respective Billing by
the 16th (sixteenth) of each month and the CONTRACTING PARTY will forward the
validation within two (2) business days from the forwarding of information by
the CONTRACTED PARTY..

2.7.3 -- The amounts charged through the Statement of Services Rendered refer to
the services rendered between the 16th (sixteenth) day of the previous month and
the 15th (fifteenth) day of the current month. By the 10th (tenth) day of the
month subsequent to that covered by the invoice, the CONTRACTED PARTY may
present the CONTRACTING PARTY with an updated Statement of Services Rendered,
showing the amount receivable or deductible from the invoice issued for the
month subsequent to that covered by the invoice if any difference is
ascertained, provided the CONTRACTING PARTY and the CONTRACTED PARTY agree on
that.

TRAINING:

The types of Training required to perform of the services are described below,
in addition to defining the Party bearing the costs thereof:

      -     Initial Training: Consists of the Training required for each
            operator to begin work in the respective service cells, in order to
            ensure a proper understanding of the various types of information
            related thereto.

            Service metered by Minute Spoken: Responsibility of the CONTRACTED
            PARTY. This includes the start-up of a service, as well as the
            replacement of operators due to normal staff turnover.

            Service metered by Attendance Position (PA): Responsibility of the
            CONTRACTING PARTY, pursuant to the Training Man-hours Price List.

      Refresher Training: Consists of Training providing updated information for
      the respective service cells, upgrading the operators rendering the
      services as follows:

      -     The CONTRACTED PARTY is responsible for the Refresher Training
            costs, for no more than 5 (five) days/year per operator. The costs
            of any additional periods will be for the account of the CONTRACTING
            PARTIES, in accordance with the Training Man-hours Price List for
            Minute Spoken, for operations measured by Attendance Position (PA)
            or Minute Spoken, respectively, which constitutes an integral part
            of this document.

DURATION

The services covered in this chart will be supplied for a period of 5 (five)
years. On expiry of this period, the supply of the services will be
automatically renewed for 5 (five) years, unless any of the Parties decide
otherwise. Should any of the Parties decide not to extend the contract, the
Party adopting such decision should notify the other with advance notice of 180
(one hundred and eighty) days, all as stipulated in Item 14.1 of the Services
Agreement regulating the business relationship in question.

REDUCTION OF SERVICE

                                     A-155

<PAGE>

The Parties hereby agree that the CONTRACTING PARTIES may reduce one or all of
the services constituting this product called "OI Business Services", rendered
by the CONTRACTED PARTY, provided the respective impact thereof does not result
in an annual reduction of more than [*****] of the revenues posted over the past
12 (twelve) months by the CONTRACTED PARTY for this product. When such reduction
exceeds [*****], the additional amount will be considered as partial rescission,
being subject to a rescissory fine in such case equivalent to the amount
corresponding to the amount by which the monthly revenues are reduced,
multiplied by [*****]. This amount should be calculated without including the
[*****] reduction permitted as described above, taking into consideration only
the amount exceeding the reduction limit allowed for the CONTRACTING PARTY. The
fine should be paid by the CONTRACTING PARTY reducing the services requested
from the CONTRACTED PARTY, both adopting this stance and taking the proportional
aspects of the revenues into consideration.

                                     A-156
<PAGE>

15. THT Retention / Velox Business

The annual estimated fee for this service is [*****].

15.1 Services Chart, Prices, General Characteristics, Performance Ratings
(SLA).

Service: RET THT / VELOX BUSINESS

Billing: Menu

Operating Hours: 12 (twelve) hours x 6 (six) days x week

Billing Calculation Period: from the 16th (sixteenth) day of the previous month
to the 15th (fifteenth) day of the current month.

Prices

<TABLE>
<CAPTION>
 Site                 Service                          Unit             R$
-------    ------------------------------------     -----------      -------
<S>        <C>                                      <C>              <C>
           Basic Infrastructure                     R$/Pa/month      [*****]

           Labor Force Operator                     R$/Hc/month      [*****]

           Labor Force Supervisor                   R$/Hc/month      [*****]

           Overtime 100% -- Operator                  R$ / h         [*****]

Niteroi    Overtime 50% -- Operator                   R$ / h         [*****]

           Overtime 100% -- Supervisor                R$ / h         [*****]

           Overtime 50% --  Supervisor                R$ / h         [*****]

           Hours Training Operator                    R$ / h         [*****]

           Hours Training Supervisor                  R$ / h         [*****]

           Specialized Supervisor / Labor Force     R$/Hc/month      [*****]
</TABLE>

GENERAL CHARACTERISTICS

1- SIZING

1.1 - The forecast figures for the Attendance Positions (PAs) and Labor Force
should be drawn up for the next three months, on a month by month basis, and
forwarded to the CONTRACTED PARTY 45 (forty five) days prior to the first month
covered by the

                                      A-157
<PAGE>

Quarterly Forecast.

1.2 - The CONTRACTING PARTY should draw up the Quarterly Forecast, and forward
it to the CONTRACTED PARTY for its information and agreement.

1.3 - For the purposes of billing the number of Attendance Positions (PAs) and
Labor Force, only the first month of the quarter is valid.

2 - BILLING

2.1 - Billing the Attendance Positions (PAs) - Basic Infrastructure in the Price
List

2.1.1 - The volume of Basic Attendance Positions (PAs) for calculating the
Invoice is the average Max Top for the days calculated.

2.1.2 - The Max Top is calculated on a daily basis, except for days off and
holidays for this Product Service Group.

2.1.3 - This calculation is carried out through the Max Top function (maximum
number of Attendance Positions (PAs) logged during the thirty-minute interval)
of the Traffic Control System (CMS)

2.1.4 - The volume of Attendance Positions (PAs) calculated on a daily basis
may not be higher than stipulated in the forecast for the month in question,
received by the CONTRACTED PARTY with 45 (forty five) days advance notice (Item
1)

2.1.5 - The volume calculated may be higher than the forecast only with the
approval of the CONTRACTING PARTY to increase the number of Attendance Positions
(PAs) on the calculation day

2.2 - Labor Force Billing

2.2.1 - The base Labor Force volume for calculating the Invoice is the average
number of employees at work during the Billing period.

2.2.2 - The Labor Force volume is calculated on a daily basis for the number of
people working on the first day of the Billing period, excluding dismissals,
resignations, vacations and sick leave on a daily basis, among others.

2.2.3 - The volume of people calculated on a daily basis may not be higher than
stipulated in the forecast for the month in question, received by the CONTRACTED
PARTY with 45 (forty five) days advance notice (Item 1).

2.2.4 - The volume calculated may be higher than the forecast when the
CONTRACTING PARTY has agreed to increase the number of people on the calculation
day

2.2.5 - The CONTRACTED PARTY add to the base Labor Force volume for calculating
the Invoice an absenteeism adjustment of 3% (three per cent) of the base volume

2.3 - Overtime Billing

2.3.1 - Overtime is not included in the Labor Force Price, and should be charged

                                     A-158
<PAGE>

separately as follows:

2.3.2 - All overtime will be billed as related to ANATEL and on holidays,
according to the prices in this Product Price List;

2.3.3 - Overtime due to seasonal factors and specific demands will be charged
after approval of the volume by the CONTRACTING PARTY and billed according to
the price listed for this product.

2.4 - Training Billing

2.4.1 - Initial Training and Product Training will be charged in compliance with
Table above.

2.4.2 - The Training Sessions held during overtime and agreed between the
CONTRACTING PARTY and the CONTRACTED PARTY, should be charged in compliance with
the Product Menu, Overtime Item.

2.5 - Audible Response Unit (ARU) Port Billing, recording, software and systems
in general, should be undertaken in accordance with the Other Products Table in
this CONTRACT.

2.6. Halt in the Operations

2.6.1. For occurrences that may result in a halt in the operations, the causes
thereof should be identified in order to allocate responsibility and liability
as required

2.6.2. When the causes are related to the infrastructure and / or technology
that is the responsibility of the CONTRACTING PARTY, it should pay remuneration
for the operations based on duration of the halt and the consequences thereof.
The CONTRACTED PARTY should be remunerated as though such an event had not
occurred, consequently expunging the effects thereof from the fines and volumes
billed, based on the Performance Rating (SLA).

2.7 - Issuing and Checking the Invoice

2.7.1 - The Invoice (Nota Fiscal) should be issued by the 20th (twentieth) day
of each month.

2.7.2 - The CONTRACTED PARTY forward a detailed statement to the CONTRACTING
PARTY covering the services rendered and the respective Billing by the 16th
(sixteenth) of each month and the CONTRACTING PARTY will forward the validation
within two (2) business days from the forwarding of information by the
CONTRACTED PARTY.

2.7.3 - The amounts charged through the Statement of Services Rendered refer to
the services rendered between the 16th (sixteenth) day of the previous month and
the 15th (fifteenth) day of the current month. By the 10th (tenth) day of the
month subsequent to that covered by the invoice, the CONTRACTED PARTY may
present the CONTRACTING PARTY with an updated Statement of Services Rendered,
showing the amount receivable or deductible from the invoice issued for the
month subsequent to that covered by the invoice if any difference is
ascertained, provided the CONTRACTING

                                      A-159
<PAGE>

PARTY and the CONTRACTED PARTY agree on that

                                      A-160
<PAGE>

15.2 Services Chart, Prices, General Characteristics, Performance Ratings
(SLA).

Service: BO RET THT / VELOX BUSINESS

Billing: Menu

Operating Hours: 12 (twelve) hours x 6 (six) days x week

Billing Calculation Period: from the 16th (sixteenth) day of the previous month
to the 15th (fifteenth) day of the current month.

Prices

<TABLE>
<CAPTION>

 Site                  Service                Unit           R$
---------    -------------------------    -------------    -------
<S>          <C>                          <C>              <C>
             Basic Infrastructure          R$/Pa/month     [*****]

             Labor Force Operator          R$/Hc/month     [*****]

             Labor Force Supervisor        R$/Hc/month     [*****]

             Overtime 100% -- Operator       R$ / h        [*****]

Niteroi      Overtime 50% -- Operator        R$ / h        [*****]

             Overtime 100% -- Supervisor     R$ / h        [*****]

             Overtime 50% -- Supervisor      R$ / h        [*****]

             Hours Training Operator         R$ / h        [*****]

             Hours Training Supervisor       R$ / h        [*****]
</TABLE>

GENERAL CHARACTERISTICS

1- SIZING

1.1 - The forecast figures for the Attendance Positions (PAs) and Labor Force
should be drawn up for the next three months, on a month by month basis, and
forwarded to the CONTRACTED PARTY 45 (forty five) days prior to the first month
covered by the Quarterly Forecast.

1.2 - The CONTRACTING PARTY should draw up the Quarterly Forecast, and forward
it to the CONTRACTED PARTY for its information and agreement.

                                     A-161
<PAGE>

1.3 - For the purposes of billing the number of Attendance Positions (PAs) and
Labor Force, only the first month of the quarter is valid.

2 - BILLING

2.1 - Billing the Attendance Positions (PAs) - Basic Infrastructure in the Price
List

2.1.1 - The volume of Basic Attendance Positions (PAs) for calculating the
Invoice is the average Max Top for the days calculated.

2.1.2 - The Max Top is calculated on a daily basis, except for days off and
holidays for this Product Service Group.

2.1.3 - This calculation is carried out through the Max Top function (maximum
number of Attendance Positions (PAs) logged during the thirty-minute interval)
of the Traffic Control System (CMS)

2.1.4  The volume of Attendance Positions (PAs) calculated on a daily basis
may not be higher than stipulated in the forecast for the month in question,
received by the CONTRACTED PARTY with 45 (forty five) days advance notice (Item
1)

2.1.5 - The volume calculated may be higher than the forecast only with the
approval of the CONTRACTING PARTY to increase the number of Attendance Positions
(PAs) on the calculation day

2.2 - Labor Force Billing

2.2.1 - The base Labor Force volume for calculating the Invoice is the average
number of employees at work during the Billing period.

2.2.2 - The Labor Force volume is calculated on a daily basis for the number of
people working on the first day of the Billing period, excluding dismissals,
resignations, vacations and sick leave on a daily basis, among others.

2.2.3 - The volume of people calculated on a daily basis may not be higher than
stipulated in the forecast for the month in question, received by the CONTRACTED
PARTY with 45 (forty five) days advance notice (Item 1).

2.2.4 - The volume calculated may be higher than the forecast when the
CONTRACTING PARTY has agreed to increase the number of people on the calculation
day

2.2.5 - The CONTRACTED PARTY add to the base Labor Force volume for calculating
the Invoice an absenteeism adjustment of 3% (three per cent) of the base volume

2.3 - Overtime Billing

2.3.1 - Overtime is not included in the Labor Force Price, and should be charged
separately as follows:

2.3.2 - All overtime will be billed as related to ANATEL and on holidays,
according to the prices in this Product Price List;

                                      A-162
<PAGE>

2.3.3 - Overtime due to seasonal factors and specific demands will be charged
after approval of the volume by the CONTRACTING PARTY and billed according to
the price listed for this product.

2.4 - Training Billing

2.4.1 - Initial Training and Product Training will be charged in compliance with
Table above.

2.4.2 - The Training Sessions held during overtime and agreed between the
CONTRACTING PARTY and the CONTRACTED PARTY, should be charged in compliance with
the Product Menu, Overtime Item.

2.5 - Audible Response Unit (ARU) Port Billing, recording, software and systems
in general, should be undertaken in accordance with the Other Products Table in
this CONTRACT.

2.6. Halt in the Operations

      2.6.1. For occurrences that may result in a halt in the operations, the
      causes thereof should be identified in order to allocate responsibility
      and liability as required

      2.6.2. When the causes are related to the infrastructure and / or
      technology that is the responsibility of the CONTRACTING PARTY, it should
      pay remuneration for the operations based on duration of the halt and the
      consequences thereof. The CONTRACTED PARTY should be remunerated as though
      such an event had not occurred, consequently expunging the effects thereof
      from the fines and volumes billed, based on the Performance Rating (SLA).

2.7 - Issuing and Checking the Invoice

2.7.1 - The Invoice (Nota Fiscal) should be issued by the 20th (twentieth) day
of each month.

2.7.2 - The CONTRACTED PARTY forward a detailed statement to the CONTRACTING
PARTY covering the services rendered and the respective Billing by the 16th
(sixteenth) of each month and the CONTRACTING PARTY will forward the validation
within two (2) business days from the forwarding of information by the
CONTRACTED PARTY.

2.7.3 - The amounts charged through the Statement of Services Rendered refer to
the services rendered between the 16th (sixteenth) day of the previous month and
the 15th (fifteenth) day of the current month. By the 10th (tenth) day of the
month subsequent to that covered by the invoice, the CONTRACTED PARTY may
present the CONTRACTING PARTY with an updated Statement of Services Rendered,
showing the amount receivable or deductible from the invoice issued for the
month subsequent to that covered by the invoice if any difference is
ascertained, provided the CONTRACTING PARTY and the CONTRACTED PARTY agree on
that.

                                      A-163
<PAGE>

The types of Training required to perform of the services are described below,
in addition to defining the Party bearing the costs thereof:

      -     INITIAL TRAINING: Consists of the Training required for each
            operator to begin work in the respective service cells, in order to
            ensure a proper understanding of the various types of information
            related thereto.

            Service metered by Minute Spoken: Responsibility of the CONTRACTED
            PARTY. This includes the start-up of a service, as well as the
            replacement of operators due to normal staff turnover.

            Service metered by Attendance Position (PA): Responsibility of the
            CONTRACTING PARTY, PURSUANT to the Training Man-hours Price List.

      REFRESHER TRAINING: Consists of Training providing updated information for
      the respective service cells, upgrading the operators rendering the
      services as follows:

      -     The CONTRACTED PARTY is responsible for the Refresher Training
            costs, for no more than 5 (five) days/year per operator. The costs
            of any additional periods will be for the account of the CONTRACTING
            PARTIES, in accordance with the Training Man-hours Price List for
            Minute Spoken, for operations measured by Attendance Position (PA)
            or Minute Spoken, respectively, which constitutes an integral part
            of this document.

DURATION

The services covered in this chart will be supplied for a period of 5 (five)
years. On expiry of this period, the supply of the services will be
automatically renewed for 5 (five) years, unless any of the Parties decide
otherwise. Should any of the Parties decide not to extend the contract, the
Party adopting such decision should notify the other with advance notice of 180
(one hundred and eighty) days, all as stipulated in Item 14.1 of the Services
Agreement regulating the business relationship in question.

REDUCTION OF SERVICE

The Parties hereby agree that the CONTRACTING PARTIES may reduce one or all of
the services constituting this product called "THT Retention /Velox Business",
rendered by the CONTRACTED PARTY, provided the respective impact thereof does
not result in an annual reduction of more than [*****] of the revenues posted
over the past 12 (twelve) months by the CONTRACTED PARTY for this product. When
such reduction exceeds [*****], the additional amount will be considered as
partial rescission, being subject to a rescissory fine in such case equivalent
to the amount corresponding to the amount by which the monthly revenues are
reduced, multiplied by [*****]. This amount should be calculated without
including the [*****] reduction permitted as described above, taking into
consideration only the amount exceeding the reduction limit allowed for the
CONTRACTING PARTY. The fine should be paid by the CONTRACTING PARTY reducing the
services requested from the CONTRACTED PARTY, both adopting this stance and
taking the proportional aspects of the revenues into consideration.

                                      A-164
<PAGE>

16. OI COLLECTIONS

The annual estimated fee for this service is [*****].

16.1 Services Chart, Prices, General Characteristics, Performance Ratings
(SLA).

Service: COLLECTIONS IN - (INCOMING)

Billing: Attendance Position (PA) + Hours Menu

Operating Hours: 12 (twelve) hours x 6 (six) days x week

Billing Calculation Period: - From the 16th (sixteenth) day of the previous
month to the 15th (fifteenth) day of the current month.

Prices

<TABLE>
<CAPTION>
  Site                Service               Unit         R$
-----------   -------------------------     ------     ------
<S>           <C>                           <C>        <C>
              Attendance Position           R$/PA      [*****]

              Overtime 100% -- Operator     R$ / h     [*****]

              Overtime 50% -- Operator      R$ / h     [*****]

              Overtime 100% -- Supervisor   R$ / h     [*****]

Niteroi/MG    Overtime 50% -- Supervisor    R$ / h     [*****]

              Hours Training Operator       R$ / h     [*****]

              Hours Training Supervisor     R$ / h     [*****]
</TABLE>

GENERAL CHARACTERISTICS

1- SIZING

1.1 - The forecast figures for the Attendance Positions (PAs) and Labor Force
should be drawn up for the next three months, on a month by month basis, and
forwarded to the CONTRACTED PARTY 45 (forty five) days prior to the first month
covered by the Quarterly Forecast.

1.2 - The CONTRACTING PARTY should draw up the Quarterly Forecast, and forward

                                     A-165
<PAGE>

it to the

CONTRACTED PARTY for its information and agreement.

1.3 - For the purposes of billing the number of Attendance Positions (PAs) and
Labor Force, only the first month of the quarter is valid.

2 - BILLING

2.1 - Billing the Attendance Positions (PAs) - Basic Infrastructure in the Price
List

2.1.1 - The volume of Basic Attendance Positions (PAs) for calculating the
Invoice is the average Max Top for the days calculated.

2.1.2 - The Max Top is calculated on a daily basis, except for days off and
holidays for this Product Service Group.

2.1.3 - This calculation is carried out through the Max Top function (maximum
number of Attendance Positions (PAs) logged during the thirty-minute interval)
of the Traffic Control System (CMS)

2.1.4 - The volume of Attendance Positions (PAs) calculated on a daily basis
may not be higher than stipulated in the forecast for the month in question,
received by the CONTRACTED PARTY with 45 (forty five) days advance notice (Item
1)

2.1.5 - The volume calculated may be higher than the forecast only with the
approval of the CONTRACTING PARTY to increase the number of Attendance Positions
(PAs) on the calculation day

2.2 - Labor Force Billing

2.2.1 - The base Labor Force volume for calculating the Invoice is the average
number of employees at work during the Billing period.

2.2.2 - The Labor Force volume is calculated on a daily basis for the number of
people working on the first day of the Billing period, excluding dismissals,
resignations, vacations and sick leave on a daily basis, among others.

2.2.3  The volume of people calculated on a daily basis may not be higher than
stipulated in the forecast for the month in question, received by the CONTRACTED
PARTY with 45 (forty five) days advance notice (Item 1).

2.2.4 - The volume calculated may be higher than the forecast when the
CONTRACTING PARTY has agreed to increase the number of people on the calculation
day

2.2.5 - The CONTRACTED PARTY add to the base Labor Force volume for calculating
the Invoice an absenteeism adjustment of 3% (three per cent) of the base volume

2.3 - Overtime Billing

2.3.1 - Overtime is not included in the Labor Force Price, and should be charged

                                     A-166
<PAGE>

separately as follows:

2.3.2 - All overtime will be billed as related to ANATEL and on holidays,
according to the prices in this Product Price List;

2.3.3 - Overtime due to seasonal factors and specific demands will be charged
after approval of the volume by the CONTRACTING PARTY and billed according to
the price listed for this product.

2.4 - Training Billing

2.4.1 - Initial Training and Product Training will be charged in compliance with
Table above.

2.4.2 - The Training Sessions held during overtime and agreed between the
CONTRACTING PARTY and the CONTRACTED PARTY, should be charged in compliance with
the Product Menu, Overtime Item.

2.5 - Audible Response Unit (ARU) Port Billing, recording, software and systems
in general, should be undertaken in accordance with the Other Products Table in
this CONTRACT.

2.6. Halt in the Operations

2.6.1. For occurrences that may result in a halt in the operations, the causes
thereof should be identified in order to allocate responsibility and liability
as required

2.6.2. When the causes are related to the infrastructure and / or technology
that is the responsibility of the CONTRACTING PARTY, it should pay remuneration
for the operations based on duration of the halt and the consequences thereof.
The CONTRACTED PARTY should be remunerated as though such an event had not
occurred, consequently expunging the effects thereof from the fines and volumes
billed, based on the Performance Rating (SLA).

2.7 - Issuing and Checking the Invoice

2.7.1 - The Invoice (Nota Fiscal) should be issued by the 20th (twentieth) day
of each month.

2.7.2 - The CONTRACTED PARTY forward a detailed statement to the CONTRACTING
PARTY covering the services rendered and the respective Billing by the 16th
(sixteenth) of each month and the CONTRACTING PARTY will forward the validation
within two (2) business days from the forwarding of information by the
CONTRACTED PARTY.

2.7.3 - The amounts charged through the Statement of Services Rendered refer to
the services rendered between the 16th (sixteenth) day of the previous month and
the 15th (fifteenth) day of the current month. By the 10th (tenth) day of the
month subsequent to that covered by the invoice, the CONTRACTED PARTY may
present the CONTRACTING PARTY with an updated Statement of Services Rendered,
showing the amount receivable or deductible from the invoice issued for the
month subsequent to that covered by the invoice if any difference is
ascertained, provided the CONTRACTING

                                     A-167
<PAGE>

PARTY and the CONTRACTED PARTY agree on that.

                                     A-168
<PAGE>

16.2 Services Chart, Prices, General Characteristics, Performance Ratings
(SLA).

Service: OI COLLECTIONS OUT - (OUTGOING)

Billing: Attendance Position (PA) + Hours Menu

Operating Hours: 12 (twelve) hours x 6 (six) days x week

Billing Calculation Period: From the 16th (sixteenth) day of the previous month
to the 15th (fifteenth) day of the current month.

Prices

<TABLE>
<CAPTION>
 Site                   Service                       Unit          R$
----------    --------------------------------     -----------    ------
<S>           <C>                                 <C>             <C>
              Attendance Position                     R$/PA       [*****]

              Overtime 100% -- Operator               R$ / h      [*****]

              Overtime 50% -- Operator                R$ / h      [*****]

              Overtime 100% -- Supervisor             R$ / h      [*****]

              Overtime 50% -- Supervisor              R$ / h      [*****]

              Hours Training Operator                 R$ / h      [*****]

Niteroi/MG    Hours Training Supervisor               R$ / h      [*****]

              Labor Force Operator off line        R$/Hc/month    [*****]

              Overtime 100% -- Operator off line      R$ / h      [*****]

              Overtime 50% -- Operator off line       R$ / h      [*****]

              Hours Training Operator off line        R$ / h      [*****]
</TABLE>

GENERAL CHARACTERISTICS

- SIZING

1.1 - The forecast figures for the Attendance Positions (PAs) and Labor Force
should be drawn up for the next three months, on a month by month basis, and
forwarded to the CONTRACTED PARTY 45 (forty five) days prior to the first month
covered by the Quarterly Forecast.

1.2 - The CONTRACTING PARTY should draw up the Quarterly Forecast, and forward
it

                                     A-169
<PAGE>

to the CONTRACTED PARTY for its information and agreement.

1.3 - For the purposes of billing the number of Attendance Positions (PAs) and
Labor Force, only the first month of the quarter is valid.

2  BILLING

2.1 - Billing the Attendance Positions (PAs) - Basic Infrastructure in the Price
List

2.1.1 - The volume of Basic Attendance Positions (PAs) for calculating the
Invoice is the average Max Top for the days calculated.

2.1.2 - The Max Top is calculated on a daily basis, except for days off and
holidays for this Product Service Group.

2.1.3 - This calculation is carried out through the Max Top function (maximum
number of Attendance Positions (PAs) logged during the thirty-minute interval)
of the Traffic Control System (CMS)

2.1.4 - The volume of Attendance Positions (PAs) calculated on a daily basis
may not be higher than stipulated in the forecast for the month in question,
received by the CONTRACTED PARTY with 45 (forty five) days advance notice (Item
1)

2.1.5 - The volume calculated may be higher than the forecast only with the
approval of the CONTRACTING PARTY to increase the number of Attendance Positions
(PAs) on the calculation day

2.2 - Labor Force Billing

2.2.1 - The base Labor Force volume for calculating the Invoice is the average
number of employees at work during the Billing period.

2.2.2 - The Labor Force volume is calculated on a daily basis for the number of
people working on the first day of the Billing period, excluding dismissals,
resignations, vacations and sick leave on a daily basis, among others.

2.2.3 - The volume of people calculated on a daily basis may not be higher than
stipulated in the forecast for the month in question, received by the CONTRACTED
PARTY with 45 (forty five) days advance notice (Item 1)

2.2.4 - The volume calculated may be higher than the forecast when the
CONTRACTING PARTY has agreed to increase the number of people on the calculation
day

2.2.5 - The CONTRACTED PARTY add to the base Labor Force volume for calculating
the Invoice an absenteeism adjustment of 3% (three per cent) of the base volume.

2.3 - Overtime Billing

2.3.1 - Overtime is not included in the Labor Force Price, and should be charged
separately as follows:

2.3.2 - All overtime will be billed as related to ANATEL and on holidays,
according to the

                                      A-170
<PAGE>

prices in this Product Price List;

2.3.3 - Overtime due to seasonal factors and specific demands will be charged
after approval of the volume by the CONTRACTING PARTY and billed according to
the price listed for this product.

2.4 - Training Billing

2.4.1 - Initial Training and Product Training will be charged in compliance with
Table above.

2.4.2 - The Training Sessions held during overtime and agreed between the
CONTRACTING PARTY and the CONTRACTED PARTY, should be charged in compliance with
the Product Menu, Overtime Item

2.5  Audible Response Unit (ARU) Port Billing, recording, software and systems
in general, should be undertaken in accordance with the Other Products Table in
this CONTRACT.

2.6. Halt in the Operations

2.6.1. For occurrences that may result in a halt in the operations, the causes
thereof should be identified in order to allocate responsibility and liability
as required

2.6.2. When the causes are related to the infrastructure and / or technology
that is the responsibility of the CONTRACTING PARTY, it should pay remuneration
for the operations based on duration of the halt and the consequences thereof.
The CONTRACTED PARTY should be remunerated as though such an event had not
occurred, consequently expunging the effects thereof from the fines and volumes
billed, based on the Performance Rating (SLA).

2.7 - Issuing and Checking the Invoice

2.7.1 - The Invoice (Nota Fiscal) should be issued by the 20th (twentieth) day
of each month.

2.7.2 - The CONTRACTED PARTY will forward a detailed Statement to the
CONTRACTING PARTY covering the services rendered and the respective Billing by
the 16th (sixteenth) of each MONTH, AND THE CONTRACTING PARTY will forward the
validation within two (2) business days from the forwarding of information by
the CONTRACTED PARTY.

2.7.3 - The amounts charged through the Statement of Services Rendered refer to
the services rendered between the 16th (sixteenth) day of the previous month and
the 15th (fifteenth) day of the current month. By the 10th (tenth) day of the
month subsequent to that covered by the invoice, the CONTRACTED PARTY may
present the CONTRACTING PARTY with an updated Statement of Services Rendered,
showing the amount receivable or deductible from the invoice issued for the
month subsequent to that covered by the invoice if any difference is
ascertained, provided the CONTRACTING PARTY and the CONTRACTED PARTY agree on
that.

                                     A-171
<PAGE>

16.3 Services Chart, Prices, General Characteristics, Performance Ratings
(SLA) and Training Sessions

Service: BO COLLECTIONS

Billing: Attendance Position (PA) + Hours Menu

Operating Hours: 12 (twelve) hours x 6 (six) days x week

Billing Calculation Period: - From the 16th (sixteenth) day of the previous
month to the 15th (fifteenth) day of the current month.

Prices

<TABLE>
<CAPTION>
Site                 Service               Unit       R$
-----------   -------------------------    ------    ------
<S>           <C>                          <C>       <C>
              Attendance Position          R$/PA     [*****]

              Overtime 100% -- Operator    R$ / h    [*****]

              Overtime 50% -- Operator     R$ / h    [*****]

Niteroi/MG    Overtime 100% -- Supervisor  R$ / h    [*****]

              Overtime 50% -- Supervisor   R$ / h    [*****]

              Hours Training Operator      R$ / h    [*****]

              Hours Training Supervisor    R$ / h    [*****]
</TABLE>

GENERAL CHARACTERISTICS

1- SIZING

1.1  The forecast figures for the Attendance Positions (PAs) and Labor Force
should be drawn up for the next three months, on a month by month basis, and
forwarded to the CONTRACTED PARTY 45 (forty five) days prior to the first month
covered by the Quarterly Forecast.

1.2  The CONTRACTING PARTY should draw up the Quarterly Forecast, and forward
it to the CONTRACTED PARTY for its information and agreement.

1.3 - For the purposes of billing the number of Attendance Positions (PAs) and
Labor Force, only the first month of the quarter is valid.

2  BILLING

                                     A-172
<PAGE>

2.1 - Billing the Attendance Positions (PAs) - Basic Infrastructure in the Price
List

2.1.1 - The volume of Basic Attendance Positions (PAs) for calculating the
Invoice is the average Max Top for the days calculated.

2.1.2 - The Max Top is calculated on a daily basis, except for days off and
HOLIDAYS FOR THIS PRODUCT SERVICE GROUP.

2.1.3 - This calculation is carried out through the Max Top function (maximum
number of Attendance Positions (PAs) logged during the thirty-minute interval)
of the Traffic Control System (CMS)

2.1.4 - The volume of Attendance Positions (PAs) calculated on a daily basis
may not be higher than stipulated in the forecast for the month in question,
received by the CONTRACTED PARTY with 45 (forty five) days advance notice (Item
1)

2.1.5 - The volume calculated may be higher than the forecast only with the
approval of the CONTRACTING PARTY to increase the number of Attendance Positions
(PAs) on the calculation day

2.2 - Labor Force Billing

2.2.1 - The base Labor Force volume for calculating the Invoice is the average
number of employees at work during the Billing period.

2.2.2 - The Labor Force volume is calculated on a daily basis for the number of
people working on the first day of the Billing period, excluding dismissals,
resignations, vacations and sick leave on a daily basis, among others.

2.2.3 - The volume of people calculated on a daily basis may not be higher than
stipulated in the forecast for the month in question, received by the CONTRACTED
PARTY with 45 (forty five) days advance notice (Item 1)

2.2.4 - The volume calculated may be higher than the forecast when the
CONTRACTING PARTY has agreed to increase the number of people on the calculation
day

2.2.5 - The CONTRACTED PARTY add to the base Labor Force volume for calculating
the Invoice an absenteeism adjustment of 3% (three per cent) of the base volume

2.3 - Overtime Billing

2.3.1 - Overtime is not included in the Labor Force Price, and should be charged
separately as follows:

2.3.2 - All overtime will be billed as related to ANATEL and on holidays,
according to the prices in this Product Price List;

2.3.3 - Overtime due to seasonal factors and specific demands will be charged
after approval of the volume by the CONTRACTING PARTY and billed according to
the price listed for this product.

                                     A-173
<PAGE>

2.4 - Training Billing

2.4.1 - Initial Training and Product Training will be charged in compliance with
Table above.

2.4.2 - The Training Sessions held during overtime and agreed between the
CONTRACTING PARTY and the CONTRACTED PARTY, should be charged in compliance with
the Product Menu, Overtime Item.

2.5 - Audible Response Unit (ARU) Port Billing, recording, software and systems
in general, should be undertaken in accordance with the Other Products Table in
this CONTRACT.

2.6. Halt in the Operations

      2.6.1. For occurrences that may result in a halt in the operations, the
      causes thereof should be identified in order to allocate responsibility
      and liability as required

      2.6.2. When the causes are related to the infrastructure and / or
      technology that is the responsibility of the CONTRACTING PARTY, it should
      pay remuneration for the operations based on duration of the halt and the
      consequences thereof. The CONTRACTED PARTY should be remunerated as though
      such an event had not occurred, consequently expunging the effects thereof
      from the fines and volumes billed, based on the Performance Rating (SLA).

2.7 - Issuing and Checking the Invoice

2.7.1 - The Invoice (Nota Fiscal) should be issued by the 20th (twentieth) day
of each month.

2.7.2 - The CONTRACTED PARTY will forward a detailed Statement to the
CONTRACTING PARTY covering the services rendered and the respective Billing by
the 16th (sixteenth) of each MONTH, AND THE CONTRACTING PARTY will forward the
validation within two (2) business days from the forwarding of information by
the CONTRACTED PARTY.

2.7.3 - The amounts charged through the Statement of Services Rendered refer to
the services rendered between the 16th (sixteenth) day of the previous month and
the 15th (fifteenth) day of the current month. By the 10th (tenth) day of the
month subsequent to that covered by the invoice, the CONTRACTED PARTY may
present the CONTRACTING PARTY with an updated Statement of Services Rendered,
showing the amount receivable or deductible from the invoice issued for the
month subsequent to that covered by the invoice if any difference is
ascertained, provided the CONTRACTING PARTY and the CONTRACTED PARTY agree on
that.

TRAINING:

                                      A-174
<PAGE>

The types of Training required to perform of the services are described below,
in addition to defining the Party bearing the costs thereof:

      -     INITIAL TRAINING: Consists of the Training required for each
            operator to begin work in the respective service cells, in order to
            ensure a proper understanding of the various types of information
            related thereto.

            Service metered by Attendance Position (PA): Responsibility of the
            CONTRACTING PARTY, PURSUANT to the Training Man-hours Price List.

      -     REFRESHER TRAINING: Consists of Training providing updated
            information for the respective service cells, upgrading the
            operators rendering the services as follows:

            The CONTRACTED PARTY is responsible for the Refresher Training
            costs, for no more than 5 (five) days/year per operator. The costs
            of any additional periods will be for the account of the CONTRACTING
            PARTIES, in accordance with the Training Man-hours Price List, for
            operations measured by Attendance Position (PA), which constitutes
            an integral part of this document.

DURATION

The services covered in this chart will be supplied for a period of 5 (five)
years. On expiry of this period, the supply of the services will be
automatically renewed for 5 (five) years, unless any of the Parties decide
otherwise. Should any of the Parties decide not to extend the contract, the
Party adopting such decision should notify the other with advance notice of 180
(one hundred and eighty) days, all as stipulated in Item 14.1 of the Services
Agreement regulating the business relationship in question.

REDUCTION OF SERVICE

The Parties hereby agree that the CONTRACTING PARTIES may reduce one or all of
the services constituting this product called "OI COLLECTIONS", rendered by the
CONTRACTED PARTY, provided the respective impact thereof does not result in an
annual reduction of more than [*****] of the revenues posted over the past 12
(twelve) months by the CONTRACTED PARTY for this product. When such reduction
exceeds [*****], the additional amount will be considered as partial rescission,
being subject to a rescissory fine in such case equivalent to the amount
corresponding to the amount by which the monthly revenues are reduced,
multiplied by [*****]. This amount should be calculated without including the
[*****] reduction permitted as described above, taking into consideration only
the amount exceeding the reduction limit allowed for the CONTRACTING PARTY. The
fine should be paid by the CONTRACTING PARTY reducing the services requested
from the CONTRACTED PARTY, both adopting this stance and taking the proportional
aspects of the revenues into consideration.

                                      A-175
<PAGE>

17. TELEMAR OTHER SERVICES

The annual estimated fee for this service is [*****].

17.1 Services Chart, Prices, General Characteristics, Performance Ratings
(SLA).

List of Telomere services not specified in Annexes 102, 104, Velox, Corporate,
URC and Business

BILLING: Full Attendance Position (PA) / Productivity

BILLING CALCULATION PERIOD: from the 16th (sixteenth) day of the previous month
to the 15th (fifteenth) day of the current month

Prices for FULL ATTENDANCE POSITION (PA) - Site RJ

<TABLE>
<CAPTION>
                                                         R$                              R$
                                              (first three years of the     (after first three years of
Service                                                contract)*                   the contract)**
-------                                                ----------                   ---------------
<S>                                           <C>                           <C>
Credit Analysis                                        [*****]                        [*****]

Back Office Velox -- Ombudsman (Jewel PA )             [*****]                        [*****]

Corporate Job / Fax Desk                               [*****]                        [*****]

Ombudsman -- PA x 8 hours (supervision)                [*****]                        [*****]

Ombudsman -- PA x 8 hours                              [*****]                        [*****]

Ombudsman -- PA x 12 Hs                                [*****]                        [*****]

Velox Process Support                                  [*****]                        [*****]

Velox Back Office                                      [*****]                        [*****]

CCQ Retention                                          [*****]                        [*****]

Linha Expressa  Hot Line                               [*****]                        [*****]
</TABLE>

                                      A-176
<PAGE>

<TABLE>
<S>                                                    <C>                            <C>
Special Civil Courts                                   [*****]                        [*****]

Help Desk TI Level 1                                   [*****]                        [*****]

Help Desk TI Level 2                                   [*****]                        [*****]

Help Desk TI PA Extended                               [*****]                        [*****]

Facilities                                             [*****]                        [*****]

Services - Solutions Center                            [*****]                        [*****]

Projeto Gol Provider                                   [*****]                        [*****]
</TABLE>

PRICE PER RECORD HANDLED - Productivity - Site RJ

<TABLE>
<CAPTION>
                              R$                              R$
                   (first three years of the      (after first three years of
Service                    contract)*                     the contract)**
<S>                <C>                            <C>
Clean-up                    [*****]                        [*****]
</TABLE>

The CONTRACTED PARTY should stipulate the prices for the services in Reais,
calculated to 3 (three) decimal places.

PRICES FOR FULL ATTENDANCE POSITION (PA) - Site MG

<TABLE>
<CAPTION>
                                                          R$                               R$
                                              (first three years of the       (after first three years of
SERVICE                                               contract)*                       the contract)**
-------                                               ----------                       ---------------
<S>                                           <C>                             <C>
Staff Discount                                           [*****]                        [*****]

Customer Services Web Velox                              [*****]                        [*****]

Customer Services Web Velox/ Chat On Line                [*****]                        [*****]

Business  Reutel                                         [*****]                        [*****]

Business - Help Desk TI Level 1 -- eight h               [*****]                        [*****]

Business  - Help Desk TI Level 1 -- 6 h                  [*****]                        [*****]

Services  Solutions Center                               [*****]                        [*****]
</TABLE>

                                     A-177
<PAGE>

<TABLE>
<S>                                                      <C>                            <C>
Telemar Message Service                                  [*****]                        [*****]
</TABLE>

PRICES FOR FULL ATTENDANCE POSITION (PA) - Site  BA

<TABLE>
<CAPTION>
                                        R$                              R$
                            (first three years of the       (after first three years of
SERVICE                              contract)*                   the contract)**
---------------------       -------------------------       ---------------------------
<S>                         <C>                             <C>
Advanced Screening                  [*****]                         [*****]

Quality                             [*****]                         [*****]

CAS                                 [*****]                         [*****]

Denunciation Hot Line               [*****]                         [*****]

Back Office                         [*****]                         [*****]
</TABLE>

PRICES FOR FULL ATTENDANCE POSITION (PA) - CE SITE

<TABLE>
<CAPTION>
                                                         R$                               R$
                                              (first three years of the       (after first three years of
Service                                                contract)*                     the contract)**
---------------------------------------       -------------------------        --------------------------
<S>                                           <C>                              <C>
Services -- Back Office Services -- PA 8 h             [*****]                          [*****]

Services -- Back Office Services -- PA 12 h            [*****]                          [*****]

  Services -- Solutions Desk -- PA 12 h                [*****]                          [*****]

    Services -- Solutions Center                       [*****]                          [*****]

   Advanced Screening -- Back Office                   [*****]                          [*****]
</TABLE>

* Prices with discount during the first three years, due to the use of partially
depreciated call center assets, acquired from the CONTRACTING PARTY

** These amounts will be subject to monetary restatement on an annual basis,
pursuant to Clause 8.8 of this Agreement

1. GENERAL CHARACTERISTICS

                                      A-178
<PAGE>

1.1. Attendance Position (PA) -

      1.1.1. The implementation period for Sizing new services will depend on
      the technical resources required and the amount of time needed for
      recruitment and training the Human Resources specifically for each service
      requested by the CONTRACTING PARTY, WHICH should be agreed by the Parties.

      1.1.2. For implementation period for Sizing existing services should
      comply with the duration (in hours) of training defined for each service
      already contracted.

      1.1.3. Having confirmed the possibility of the CONTRACTED PARTY providing
      additional Attendance Positions (PAs), the Parties will agree on such
      increase, in addition to alterations to the price thereof, guaranteeing
      the payment of such amounts.

      1.1.4. In order to handle possible future campaigns whose dates should be
      notified by the CONTRACTING PARTY, the increase in the agreed number of
      Attendance Positions (PAs) should always be tailored to and facilities
      available at the site(s), and may be requested from the CONTRACTED PARTY
      with advance notice of 3 (three) business days for operations on
      Saturdays, Sundays and holidays, and with advance notice of 15 (fifteen)
      days for business days. It is hereby agreed that these periods may be
      altered through common agreement by the Parties.

      1.1.5. The Attendance Positions (PAs) to be added to the services may not
      be contracted for less than 30 (thirty) days.

      1.1.6. Any reduction in the Attendance Positions (PAs) should be requested
      by the CONTRACTING PARTY with 15 (fifteen) days advance notice, and may
      not exceed 10% (ten per cent) of the monthly average number of Attendance
      Positions (PAs) allocated to the services, with it being hereby
      established that the Parties may agree on a shorter period and / or alter
      the percentage stipulated above should this be feasible for the customer
      services.

      1.1.7. Should the reduction in the Attendance Positions (PAs) requested by
      the CONTRACTING PARTY result in a fraction, it is hereby agreed that this
      will be rounded up to the full number above than fraction.

2. BILLING

2.1 Halts in the Operations

      2.1.1. For occurrences that may result in a halt in the operations, the
      causes thereof should be identified in order to allocate responsibility
      and liability as follows:

      2.1.2. When the causes are related to personnel management processes and /
      or technological facilities maintenance contracts, responsibility will be
      assigned to the CONTRACTED PARTY, which should bill for the operations
      actually performed.

      2.1.3. When the causes are related to the infrastructure and / or lack of
      investments in technology, responsibility will be assigned to the
      CONTRACTING PARTY, which should be pay remuneration for the following
      operations, considered for Billing Purposes: Services contra

                                      A-179
<PAGE>

            tad by Attendance Position (PA): Billing for 100% (one hundred per
            cent) of the Attendance Positions (PAs) approved for the period;

      2.1.4. Other occurrences - such as partial halts, outside events, downtime
      or brief slowdowns in the system that may adversely affect the performance
      of the operations and that are proven to have been caused by factors that
      are the sole responsibility of the CONTRACTING PARTY - should be
      remunerated to the CONTRACTED PARTY, substituting the adversely affected
      period by a similar period and calculated on the basis of the records for
      the past 3 (three) months.

2.2 Loss of Billing Information

      2.2.1 In situations where there is a partial or total loss of billing
      information for a period, and once all attempts have been exhausted to
      recover the data, the CONTRACTING PARTY should remunerate the CONTRACTED
      PARTY, replacing the adversely affected period by a similar period
      calculated on the basis of the historical records for the 3 (three)
      previous months

2.3. The Billing of the services contracted by Attendance Positions (PAs) should
be handled in compliance with the following conditions:

      a. On the 16th (sixteenth) day of the month in which the service is being
      rendered, the CONTRACTED PARTY will calculate the average number of the
      Attendance Positions (PAs) logged on during peak periods (HMM) (average of
      the -1/2 hours) for the business days from the 16th (sixteenth) day of the
      previous month to the 15th (fifteenth) day of the current month, jointly
      with the CONTRACTING PARTY, based on the Reports agreed between the
      Parties, and duly documented.

2.4. The Attendance Positions (PAs) will be deemed active when occupied for at
least four consecutive hours logged under any of the status situations listed
below:

      a. In service (conversation, hold and / or post-service);

      b. Paused, provided that this does not exceed 25 minutes;

      c. Waiting to attend.

3. HUMAN RESOURCES

3.1. Staff Selection

      3.1.1. The following Table presents the curricular requirements to be
      taken into consideration for the recruitment and selection of candidates
      for the Positions listed in this Table:

                                     A-180
<PAGE>

<TABLE>
<CAPTION>
                                                              Information
Services    Position      Education         Experience        Technology
--------   -----------  -------------   -------------------   -----------
<S>        <C>          <C>             <C>                   <C>
                                        Information; six
                                        months Customer
                         High School    Services                Windows
           Operator I      Diploma      (desirable)           environment

Services   Operator II   High School    6 months Operator I     Windows
                           Diploma      (desirable)           environment

                                        1 year  Supervisor
                        Undergraduate   Customer Services
           Supervisor    (desirable)    (desirable)             Office
</TABLE>

3.2.  Training

      3.2.1. The CONTRACTED PARTY is responsible for training its staff in
      response and negotiation techniques, as well as transferring all the
      training supplied by the CONTRACTING PARTY.

      3.2.2. The CONTRACTING PARTY will be responsible for the Multiplicatory
      Agent Training Sessions required to render the services covered by this
      Annex, such as: training sessions focused on the legacy systems, products
      and services required to perform the operating activities, in addition to
      the costs of such training sessions, but with no responsibility for the
      infrastructure that will transfer these activities to the operators.

3.3.  Initial Training

      3.3.1. The following Table presents the Modules constituting the
      Capacity-Building Program for new employees hired by the CONTRACTED PARTY.
      The Parties may update the content of these Programs at any time in order
      to adapt them to the requirements of the operations, provided that common
      agreement is reached thereon.

                                     A-181
<PAGE>

<TABLE>
<CAPTION>
                                                                    QUALITY
                                                        OPERATOR    MONITOR    Supervisor
-----------------------------------------------------   --------    -------    ----------
<S>                                                     <C>         <C>        <C>
BEHAVIOR MODULE

Basic Customer Care Procedures.                            X           X           X

ORGANIZATION MODULE

Overview of Telecommunications, Organizational /
Institutional Aspects Telemar.                             X           X           X

OPERATIONS MODULE

Legacy Systems, Scripts and Procedures.                    X           X           X

MONITORING MODULE

Monitoring, Recording and Feedback Procedures.                         X

ADMINISTRATION AND LEADERSHIP MODULE / Staff and Team
Management                                                                         X
</TABLE>

      3.3.2. The CONTRACTED PARTY should ensure that the operators begin work
      only after they have completed the Initial Training Module, having
      obtained grades that comply with the pre-defined approval ratings.

3.4. Capacity-building

      3.4.1. The CONTRACTED PARTY should schedule the Capacity-Building Training
      Sessions on the bases of the following criteria:

<TABLE>
<S>                       <C>            <C>
OTHER SERVICES GROUP      Monitoring      20  min/ month
                           Training      360  min/ month
</TABLE>

          3.4.2. The CONTRACTED PARTY plan ahead and assign high priority to the
          Capacity-Building Training Sessions in order to restore satisfactory
          operator service standards, as described below:

            a. Operators scoring monitoring grades below 85 (eighty five);

            b. Operators with scores below the acceptable standard stipulated in
            the Quality Certification process (CEQUAL);

                                     A-182
<PAGE>

            c. Unsatisfactory results in the Customer Satisfaction Survey or
            Operator Performance Quality Monitoring services;

            d. Results rated as unsatisfactory by ANATEL in terms of Operator
            conduct;

            e. Alterations to processes, procedures, business rules and / or
            technology that affect the operator services.

      3.4.3. Any hypotheses not covered in this document and situations where
      the volume of Training Sessions required exceeds the implementation
      capacity thereof, will be agreed upon by the Parties.

      3.4.4. The duration of the Capacity-Building Training Sessions should
      comply with the provisions in Item 4.4 of this Annex.

      3.4.5. For Capacity-Building purposes, the training times allocated to
      topics and priorities as defined by the Monitoring and Satisfaction
      Surveys Ratings will be taken under consideration, ensuring that the
      duration thereof is assigned to subjects ranked as high priority.

      3.4.6. The Parties should agree on the duration (in hours) of the
      Capacity-Building Training Sessions, required for special responses and
      new services.

      3.4.7. The CONTRACTED PARTY should schedule the Training Sessions in
      compliance with the operator workloads, so that the service standards are
      not adversely affected thereby, necessarily sized to the scale of the
      operator capacity-building and training schedules.

      3.4.8. The CONTRACTED PARTY should forward to the CONTRACTING PARTY the
      monthly service and training schedules for each site, with information on
      the services covered by the Training Sessions, the number of operators to
      be trained, duration (in hours), and the location of the Training
      Sessions.

      3.4.9. The CONTRACTED PARTY should forward to the CONTRACTING PARTY a
      Monthly Training Control Report and Refresher Courses held during the
      previous month and containing pertinent information, such as attendance
      and grades (where applicable).

3.5. Additional Training Sessions

      a. For Training Sessions not covered in Items 4.3 and 4.4, the CONTRACTING
      PARTY should draw up a training schedule for the Multiplicatory Agents,
      lasting no more than 10 (ten) days, to be delivered to the CONTRACTED
      PARTY with advance notice of 2 (two) days prior to the start of the
      Training Sessions. The CONTRACTED PARTY should ensure that its
      Multiplicatory Agents are available, provided that they are not involved
      in other Training Sessions.

      b. The CONTRACTED PARTY should draw up the Operator Training Program with
      the objective of implementing the effective rendering of the services
      within no more than 15 (fifteen) days, as from the end of the
      Multiplicatory Agent Training Sessions.

      c. Should the CONTRACTING PARTY request a Training Plan that requires
      overtime or unforeseen outlays, such outlays will be for the account
      thereof, with such amounts being estimated and agreed among the Parties
      prior to the start of the Training Sessions.

                                     A-183
<PAGE>

      d. Should the Operator Training Program exceed 10 (ten) days, the
      CONTRACTING PARTY should draw up a training schedule that does not
      adversely affect the Performance Ratings (SLA) of the operations.

4. DURATION

The services listed in this chart will be supplied for a period of 5 (five)
years. On expiry of his period, the supply of the services will be automatically
renewed for 5 (five) years, unless any of the Parties decide otherwise. Should
any of the Parties decide not to extend the contract, the Party adopting such
decision should notify the other with advance notice of 180 (one hundred and
eighty) days, all as stipulated in Item 14.1 of the Services Agreement
regulating the business relationship in question.

5. REDUCTION OF SERVICE

The Parties hereby agree that the CONTRACTING PARTIES may reduce one or all of
the services in this Group, called "TELEMAR - OTHER SERVICES", rendered by the
CONTRACTED PARTY, provided the respective impact thereof does not result in an
annual reduction of more than [*****] of the revenues posted over the past 12
(twelve) months by the CONTRACTED PARTY for this product. When such reduction
exceeds [*****], the additional amount will be considered as partial rescission,
being subject to a rescissory fine in such case equivalent to the amount
corresponding to the amount by which the monthly revenues are reduced,
multiplied by [*****]. This amount should be calculated without including the
[*****] reduction permitted as described above, taking into consideration only
the amount exceeding the reduction limit allowed for the CONTRACTING PARTY. The
fine should be paid by the CONTRACTING PARTY reducing the services requested
from the CONTRACTED PARTY, both adopting this stance and taking the proportional
aspects of the revenues into consideration.

                                     A-184
<PAGE>

      18. OI OTHER SERVICES

The annual estimated fee for this service is [*****].

18.1 Services Chart, Prices, General Characteristics, Performance Ratings (SLA).

OTHER SERVICES

BILLING: Menu

Operating Hours:

Billing Calculation Period: - from the 16th (sixteenth) day of the previous
month to the 15th (fifteenth) day of the current month.

Prices

<TABLE>
<CAPTION>
  Site                   Services                           Unit             R$
-------   -----------------------------------------   ------------------   -------
<S>       <C>                                         <C>                  <C>
Niteroi   ARU Port 2003                                    R$/port         [*****]

          ARU Port 2002                                    R$/port         [*****]

          Easyphone Dialer                                R$/License       [*****]

          Nicelog - Recording Port                         R$/port         [*****]

          Nicelog - Monitoring Port                        R$/port         [*****]

          Microsoft Office                                R$/License       [*****]

          Training  Nice Universe                           R$/Hc          [*****]

          Training Nice Reporter                            R$/Hc          [*****]

          GMK -  Minimum Monthly Cost                         R$           [*****]

          GMK - Additional Hours                             R$/h          [*****]

          Wittel - Form Development Hours                    R$/h          [*****]

          Wittel - Report Development x Integration          R$/h          [*****]

          Nice - Recording                                 R$/port         [*****]

          ARU Development                                    R$/h          [*****]
</TABLE>

                                     A-185
<PAGE>

<TABLE>
<S>       <C>                                         <C>                  <C>
          Leasing projectors                          R$/projector/month   [*****]

          Direct Talk BO Customer Service Licenses       R$/License        [*****]

</TABLE>

Note: The positions, wages and prices for once-off location-specific demands for
labor that are not covered under Other Products in this Annex will be defined on
a case-by-case basis and approved by the CONTRACTING PARTY before issuing the
relevant invoices.

GENERAL CHARACTERISTICS

1 - Request

1.1 - For Other Services requiring analysis prior to performance, the
CONTRACTING PARTY should formally notify the CONTRACTED PARTY with 30 (thirty)
days advance notice, providing the technical specifications for the service and
stipulation the desired duration thereof. For recurring services, advance notice
of at least 5 (five) business days is required.

1.2 - The CONTRACTED PARTY will define the quantity of in-house and third party
resources required the technical feasibility, the need for investments and
outlays not covered in this Menu, and the compliance / delivery deadlines for
the project or requirement.

1.3 -- The CONTRACTED PARTY will advise the CONTRACTING PARTY of the amounts and
deadlines for responding to the request / project, with the latter issuing its
approval for the performance of the service.

2 -- Billing

2.1 - The Billing for Other Services rendered should cover in-house and third
party resources for each service, multiplied by the unit price in compliance
with the Price List in this document.

3 - STATEMENT OF SERVICES, APPROVAL AND ISSUE OF INVOICE BY THE CONTRACTED
PARTY:

3.1 - The Invoice (Nota Fiscal) shall be issued by the 20th (twentieth) day of
each month.

3.2 - The CONTRACTED PARTY forward a detailed statement to the CONTRACTING PARTY
covering the services rendered and the respective Billing by the 16th
(sixteenth) of each month, and the CONTRACTING PARTY will forward the validation
within 2 (two) days from the forwarding of information by the CONTRACTED PARTY.

                                     A-186
<PAGE>

3.3 - The amounts charged through the Statement of Services Rendered refer to
the services rendered between the 16th (sixteenth) day of the previous month and
the 15th (fifteenth) day of the current month. By the 10th (tenth) day of the
month subsequent to that covered by the invoice, the CONTRACTED PARTY may
present the CONTRACTING PARTY with an updated Statement of Services Rendered,
showing the amount receivable or deductible from the invoice issued for the
month subsequent to that covered by the invoice if any difference is
ascertained, provided the CONTRACTING PARTY and the CONTRACTED PARTY agree on
that.

DURATION

The services listed in this chart will be supplied for a period of 6 (six)
years. On expiry of this period, the supply of the services will be
automatically renewed for 5 (five) years, unless any of the Parties decide
otherwise. Should any of the Parties decide not to extend the contract, the
Party adopting such decision should notify the other with advance notice of 180
(one hundred and eighty) days, all as stipulated in Item 14.1 of the Services
Agreement regulating the business relationship in question.

REDUCTION OF SERVICE

The Parties hereby agree that the CONTRACTING PARTIES may reduce one or all of
the services in this Group, called "OI OTHER SERVICES", rendered by the
CONTRACTED PARTY, provided the respective impact thereof does not result in an
annual reduction of more than [*****] of the revenues posted over the past 12
(twelve) months by the CONTRACTED PARTY for this product. When such reduction
exceeds [*****], the additional amount will be considered as partial rescission,
being subject to a rescissory fine in such case equivalent to the amount
corresponding to the amount by which the monthly revenues are reduced,
multiplied by [*****]. This amount should be calculated without including the
[*****] reduction permitted as described above, taking into consideration only
the amount exceeding the reduction limit allowed for the CONTRACTING PARTY. The
fine should be paid by the CONTRACTING PARTY reducing the services requested
from the CONTRACTED PARTY, both adopting this stance and taking the proportional
aspects of the revenues into consideration.

                                     A-187
<PAGE>

Annex II -- Service Order

                                                            SERVICE ORDER

<TABLE>
<S>                                    <C>
SAP CONTRACT N(DEGREE):
SERVICE ORDER N(DEGREE):
REQUESTED BY:
DATE OF REQUEST:
REQUEST CONTACT:
CONTAX CONTACT:

DEFINITION OF SERVICE AND
PERFORMANCE SITE(s):

RESOURCES (INVESTMENTS & FACILITIES)    Check Table listing the Responsibilities for Investments & Facilities Costs

REMUNERATION :                          The remuneration will comply with the matters agreed in the Services Chart,
                                        Prices, General Characteristics, Performance Ratings and Training appended to
                                        SAP Contract n degrees [describe]

Approvals:

                                        REQUESTED BY                  CONTAX
</TABLE>

                                                 A-188<PAGE>

                                                                     EXHIBIT 4.2

                        CONTACT CENTER SERVICES AGREEMENT

This Contact Center Services Agreement ("Agreement") is signed on April 1, 2004
on the one hand by

      I.    ORBITALL SERVICOS E PROCESSAMENTO DE INFORMACOES COMERCIAIS LTDA., a
            company with head offices at Rua Manoel Coelho 600, 1st Floor, City
            of Sao Caetano do Sul, State of Sao Paulo, registered on the
            National Corporate Tax-Payers' Roll under the Treasury Ministry
            under CNPJ N degrees 00.006.878/0001-34, represented herein by its
            duly-accredited legal representatives ("ORBITALL");

      and on the other hand, by

      II.   INOVACAO CONTACT CENTER SERVICOS DE CONTATOS TELEFONICOS LTDA., a
            company with offices at Avenida Ipiranga 855, 3rd Floor, City of Sao
            Paulo, State of Sao Paulo, registered on the National Corporate
            Tax-Payers' Roll under the Treasury Ministry under CNPJ N degrees
            06.052.126/0001-96, represented herein by its duly-accredited legal
            representatives ("PARTNER"), with ORBITALL and the PARTNER being
            called the "PARTY" individually and the "PARTIES" together.

      WHEREAS:

      I.    ORBITALL renders Contact Center Services, among others, to Orbitall
            Customers, services which are subsequently intended to benefit the
            holders of credit card and vouchers issued by Orbitall Customers.

      II.   Within the Contact Center Project context, ORBITALL transferred a
            set of assets and liabilities related to the performance of the
            Services to INOVACAO, which is an ORBITALL subsidiary.

      III.  The INOVACAO quotas were transferred by ORBITALL to CONTAX through a
            Purchase and Sale Agreement.

      IV.   After its quotas were acquired by CONTAX and through signature of
            this Agreement, INOVACAO became the PARTNER of ORBITALL for the
            purposes stipulated in this Agreement.

      V.    Through the signature of the Purchase and Sale Contract, ORBITALL
            and the PARTNER decide to simultaneously sign this Contract.

      The PARTIES hereby RESOLVE to sign this Agreement, which establishes the
      terms and conditions under which the PARTNER will render the Services
      defined below.

                                       1
<PAGE>

CLAUSE ONE - APPLICABLE DOCUMENTS

l.l. The following documents are appended hereto as Annexes, forming an integral
part of this Agreement and duly initialed by the representatives of the PARTIES,
which hereby declare that they are fully aware of the contents thereof:

-     Annex I - Definitions

-     Annex II - Responsibilities for the Proceedings during the Transition
      Period

-     Annex III - Prices

-     Annex IV - Governance

-     Annex V - Operating Agreements - Infrastructure Services

-     Annex VI - Scoring Defaults and Violations

-     Annex VII - Operating Agreements - Services

-     Annex VIII - Contingency Plan

      1.1.1. The Annexes to this Agreement and the body-text hereof should be
      construed together. In case of any contradiction between the stipulations
      in the body-text of this Agreement and any of the Annexes hereto, the
      former should prevail.

      1.1.2. In addition to the Annexes listed above, other documents may be
      appended to this Agreement as an integral part hereof, providing that they
      specifically mention this Agreement and they are signed by the
      duly-accredited legal representatives of both PARTIES.

CLAUSE TWO - PURPOSE

2.1. The telephone answering services provided through the Call Center
("Services"), as well as the Projects listed below, will be rendered by the
PARTNER to the Orbitall Customers for the duration of this Agreement. For the
coordination, planning and control of the performance of the Services, ORBITALL
will undertake the management of the activities performed by the PARTNER as
stipulated in detail in Clause Eleven and Annex IV - Governance.

      2.1.1. Additionally, the PARTIES accept certain responsibilities as
      stipulated in Annex II - Responsibilities for the Proceedings during the
      Transition Period.

CLAUSE THREE - PROJECTS

3.1. ORBITALL may issue a written request for the PARTNER to implement
Modifications, as well as to develop New Projects, in addition to the Services
(the Modifications and New Project are together called "Projects").

3.2. The Project requisitions will always be submitted to the PARTNER for prior
consideration thereby and discussion of their details, conditions and pricing,
as well as impact analyses, decisions on their implementation, penalties
applicable for non-compliance with their conditions and the possible future
consequences for the rescission of this Agreement as stipulated in Clauses
9.2.(b) and 12.1 (vi).

3.3. For all the Project requisitions, the PARTNER will present the following to
ORBITALL within the period to be agreed by the PARTIES on a case-by-case basis,
or should no deadline be stipulated, within 10 (ten) business days as from the
delivery of the ORBITALL requisition:

      (a) price and periods bid for the development and implementation of the
      Project;

                                       2
<PAGE>

      (b) unit price bid for the Services to be rendered by the PARTNER after
      and as a result of the implementation of the Project, which bid should be
      drawn up on the basis of the services price list covered in Annex III -
      Prices;

      (c) a description of how the Project would be implemented;

      (d) a description of the impacts that the Project would cause on the
      Contact Center operations;

      (e) an estimate of all the resources required to implement the Project,
      including a description of the risks associated with the delivery thereof,
      and risks minimization plans; and

      (f) other relevant information related to the Project.

3.4. The PARTNER hereby agrees to make resources available in order to handle
the Projects requisitioned by ORBITALL in order to implement the Projects in
compliance with the provisions in this Agreement, particularly with regard to
the Operations and Service Levels Agreements.

3.5. Should the requested Project imply any increase or reduction in the demand
for the Services, ORBITALL should supply an estimate of such increase or
reduction. The Operating Agreements described in Clause 12.1 of this Agreement
will determine the actions applicable should the estimated variation in the
volume supplied by ORBITALL not be confirmed. Should the Operating Agreement be
omissive or should there be no Operating Agreement regulating the Service, the
amounts stipulated in Clause 4.1.4 will be applicable thereto.

3.6. Should ORBITALL advise the PARTNER that it is requesting a Project due to
some critical and unforeseen business requirement, the PARTNER will then provide
an estimated Project implementation price, in response to the request from
ORBITALL, and will immediately begin the work required to implement the Project
prior to drawing up a reply to the requisition, with ORBITALL empowered to
suspend the requisition should it not agree with the price estimate of the
PARTNER, in which case ORBITALL should reimburse the PARTNER for all costs and
expenses proven to have been incurred thereby through to the date of the request
for suspension.

3.7. After the implementation of the Projects, the PARTNER will notify ORBITALL
of all Projects.

3.8. The Modifications agreed will be described in documents that will be signed
by the representatives of the PARTIES. The New Projects agreed will be described
in Letters of Agreement to be signed by the PARTIES and subject to the terms
stipulated therein and those covered by this Agreement.

CLAUSE FOUR - PRICES AND PAYMENT CONDITIONS

4.1. ORBITALL will pay the PARTNER a monthly remuneration ("Remuneration") that
will be calculated on the basis of the Services effectively rendered
("Remuneration for the Services") and the Projects agreed by the PARTIES
("Remuneration for Projects").

      4.1.1. The Remuneration for Services will be calculated on the basis of
      the prices for the Services listed in Annex III - Prices ("Referenced
      Prices"). This Annex contains the Prices

                                       3
<PAGE>

      for the answering positions, calls received through the electronic
      answering system, calls attended through assisted response and spoken
      minute, according to the various Service characteristics ("Reference Price
      List"). Whenever a specific Service has exactly the same characteristics
      as an item in the Reference Price List, the Service price will be exactly
      the Referenced Price. For Services whose characteristics do not exactly
      correspond to any item on the Reference Price List, the Referenced Prices
      for Services with the closest characteristics will be used as guides
      (lower and/or upper limits) for establishing the Service price.

      4.1.2. The PARTIES hereby agree that the Prices for the Services in Annex
      III - Prices, were calculated on a referenced basis of R$ 8,414,255.00
      (eight million, four hundred and fourteen thousand and two hundred and
      fifty five Reais) per month; and that any possible future variations,
      either upwards or downwards in the total amount of the Remuneration for
      Services in a specific month will result in a proportional increase or
      reduction in the price of the Services for the month in question, pursuant
      to Annex III - Prices.

      4.1.3. The Remuneration for Projects will be that stipulated in the
      Commercial Bids, duly accepted by the PARTIES.

      4.1.4. Unless otherwise stipulated in the Operating Agreements, when a
      Services volume estimate is supplied by ORBITALL, it agrees to pay the
      PARTNER a minimum amount equal to 80% (eighty per cent) of the Service
      demand estimate, meaning if the effective volume ascertained is more than
      20% (twenty per cent) below the Services demand estimate supplied by
      ORBITALL, it should pay the PARTNER an additional amount constituting the
      difference between the Services effectively rendered by the PARTNER and
      80% (eighty per cent) of the estimate forwarded to the PARTNER, calculated
      in compliance with the Prices applicable to such Services. Should the
      volume effectively ascertained be more than 10% (ten per cent) above the
      Services demand estimate supplied by ORBITALL, the PARTNER will be exempt
      from paying any fine for non-compliance with the Operating Levels
      Agreements, as applicable thereto, provided that the non-compliance in
      question is proven to be due to an error in the estimate. Notwithstanding
      such exemption from payment of any fine, the PARTNER should do its utmost
      to comply with the applicable Operating Levels Agreement.

4.2. The Remuneration covers all the costs and expenses incurred by the PARTNER
for performing this Agreement, including, with no constraints, expenditures on
the wages and remuneration of employees and contracted workers, social security,
pension fund, labor rights and taxes. However, the Remuneration does not include
the costs and expenses related to telephony facilities and data link used by the
PARTNER to render the Services.

4.3. On the first business day of each month, the PARTNER should issue and
deliver to ORBITALL the preliminary invoices for the payment of the
Remuneration, which should be accompanied by the calculations undertaken by the
PARTNER, noting the Prices applicable and listing the amount of Services
performed for each Service, and the unit prices as listed in Annex III - Prices,
the gross value of the Services rendered, and any possible deductions or
additional amounts covered in the Operating Service Agreement. By the third
business day of the month in question, ORBITALL should notify the PARTNER in
writing so that it may issue the definitive invoices, which will always fall due
as stipulated in Clause 4.4 below. Any possible future delay in forwarding the
preliminary invoices will result in the proportional extension of the deadline
for approval thereof by ORBITALL, always recalling that ORBITALL shall always
have two business days for analyzing the preliminary invoice.

                                       4
<PAGE>

      4.3.1. Part or all of the Remuneration owed to the PARTNER for
      implementing this Agreement, to the benefit of some Orbitall Customer may
      be billed directly by the PARTNER to the Customer in question, at the sole
      discretion of ORBITALL.

      4.3.2. Should the PARTNER issue an invoice directly to an Orbitall
      Customer, and should such Customer fail to pay the Remuneration due within
      the period stipulated in this Agreement, such default should be notified
      in writing by the PARTNER to ORBITALL, which shall immediately pay the
      Remuneration without adversely affecting the credit of ORBITALL against
      the Orbitall Customer in question.

      4.3.3. Should the preliminary invoice be partially approved, the PARTIES
      hereby agree that the PARTNER should issue a definitive invoice for the
      portion of the Remuneration that is not in dispute, payable on the due
      date stipulated in Clause 4.4 below, with the disputed portion of the
      Remuneration being ascertained by the PARTIES within up to 15 (fifteen)
      days.

4.4. The Remuneration will be paid by ORBITALL to the PARTNER when not billed
directly by the PARTNER to the Orbitall Customers on the tenth business day of
the month subsequent to that in which the Services are rendered, with the
PARTNER invoices being presented to ORBITALL no later than the fifth business
day subsequent to the month in which the Services in question are rendered. For
direct billing, the PARTIES will agree on the due dates of the respective
invoices issued by the PARTNER, noting that if such due dates are established by
the fifteenth business day of the month subsequent to that in which the Services
in question are rendered, the PARTNER will have no right to financial
compensation.

4.5. Any possible future differences noted by either of the PARTIES in the
amounts charged, due either to an error in calculating the Service prices or the
taxes falling due thereon, should be settled through an increase in the monthly
invoice or offset therein in the month subsequent to that in which the
inaccuracy is noted in the billing.

4.6. If ORBITALL holds a credit against the PARTNER, including the ones arising
from the losses and damages mentioned in Clause 5.1 (d), already acknowledged
and specifically accepted thereby, for any reason whatsoever, it may deduct this
credit from the next invoice to be paid to the PARTNER.

CLAUSE FIVE - OBLIGATIONS OF THE PARTNER

5.1. In addition to the obligations stipulated in this Contract and the Annexes
hereof, the PARTNER will be bound to:

      (a) Accept liability for the proper rendering of the Services, as well as
      for any faults in the handling, installation, operation and/or maintenance
      of the equipment/software, when provided by the PARTNER or under the
      responsibility thereof;

      (b) Reporting any occurrence, to ORBITALL, that delays or may delay the
      performance of the Services, stating the causes, the respective
      responsibilities and the period for the resolution thereof;

      (c) Accepting liability for the proper behavior of its staff, with
      ORBITALL being empowered to request the substitution of any employee or
      outsourced worker in its areas, when deemed inconvenient thereby, pursuant
      to Clause 13.2;

                                       5
<PAGE>

      (d) Promptly pay indemnity for losses and damages caused by its employees
      and any persons under the responsibility thereof to ORBITALL or third
      parties, when duly proven, including as stipulated in Clause 4.6, up to an
      amount corresponding to 30% (thirty per cent) of the mean monthly
      Remuneration for Services due for the duration of the Agreement, which
      ceiling is applicable to damages caused in each month for which the
      Services are rendered;

      (e) Accept full liability for the materials, tools, instruments, machines
      and utensils owned thereby or by the agents, representatives and/or
      subcontractors to be used to perform this Agreement;

      (f) Do its utmost to facilitate the activities of the ORBITALL employees
      or outsourced workers contracted thereby to oversee all phases of the
      performance of this Agreement;

      (g) Provide reports as from the signature of this Agreement in order to
      keep ORBITALL properly informed of the progress of the work covered by the
      Agreement, whose formats, frequency and contents will be negotiated by the
      PARTIES after the signature of this Agreement;

      (h) Attend meeting whenever invited to do so with adequate minimum advance
      notice through the representative specifically accredited in advance, at
      the places indicated by ORBITALL;

      (i) Pay the penalties incurred through non-compliance with the obligations
      stipulated in this Contract;

      (j) Provide the additional information and technical data on the Services
      as requested by ORBITALL and, as agreed, through standard reports as will
      be stipulated in the Governance Model;

      (k) Be responsible for obtaining all technical data on the existing
      equipment, to be installed, or the modifications required thereto;

      (1) Accept all risks inherent to the installation of the equipment under
      the responsibility thereof, and accept responsibility for replacement of
      materials damaged beyond use whenever proven the improper use by the
      PARTNER or the suppliers thereof;

      (m) Perform the Services without adversely affecting the characteristics
      and the correct functioning of the equipment to be installed and other
      systems already installed in order to reduce downtime and temporary power
      outages in the systems involved as much as possible during the performance
      of the above-mentioned Service. When downtime or temporary power outages
      are inevitable, this should be scheduled through common agreement with
      ORBITALL in terms of times and dates, pursuant to the mandatory prior
      planning;

      (n) Present the estimated schedule of downtimes in the systems for the
      subsequent 7 (seven) days to ORBITALL for approval thereby, except for
      emergency alterations that cannot be scheduled, pursuant to Annex IV -
      Governance and the Operating Agreements, which should be immediately
      notified;

      (o) Confirm in writing to ORBITALL the halts in the operations of its
      facilities used to render the Services, which halts should be undertaken
      in compliance with the agreed change planning at least 3 (three) business
      days prior to the occurrence thereof;

                                       6
<PAGE>

      (p) Consult and obtain authorization from ORBITALL for any alterations in
      technology, including, with no limitation, the software used to render the
      Services, might such technological exchanges affect the quality of the
      Services and the information made available to ORBITALL;

      (q) Accept liability for complying with the applicable laws, as well as
      any fine or decision handed down due to non-compliance therewith, even if
      such fines or decisions are awarded against ORBITALL or third parties,
      which will be assured full right of redress by the PARTNER, provided that
      such fines and decisions are duly proven, and unless the PARTNER has acted
      in compliance with the terms of this Agreement;

      (r) Refrain from transactions involving any credit titles or duplicate
      invoices related to this Agreement with financial institutions of any type
      whatsoever, or with third parties;

      (s) Provide at its own expense the materials, feedstock and parts required
      for the maintenance of the equipment under the responsibility thereof and
      needed to render the Services;

      (t) During this Agreement, keep wage-accounts open for all its employees
      with one or more of the following banks: Unibanco - Uniao de Bancos
      Brasileiros S.A., Banco Citibank S.A. and/or Banco Itau S.A.;

      (u) Keep the records, documents, data and all other information related to
      the Services in good order, for forwarding to ORBITALL when requested to
      do so, including: (a) those required by Brazilian Tax Law; (b) those
      required for the ORBITALL defense against claims filed by the employees,
      agents, representatives and outsourced workers of the PARTNER, based on
      any alleged employment bond to ORBITALL; and (c) other data and
      information related to the Services, such as those related to billing,
      events and faults in the Services, the configurations of the technical
      resources assigned to render the Services and others;

      (v) With regard to its employees involved either directly or indirectly at
      any time in rendering the Services, provide ORBITALL with the following
      whenever requested to do so thereby: (a) evidence of the good standing of
      the respective labor contracts with the respective registrations,
      including enrollment with the Social Integration Program (PIS); (b) the
      documentary proof of payment of Income Tax and the Length of Service
      Guarantee Fund (FGTS), trade union dues and other charges on the payroll,
      and, when applicable, the Deed of Ratification of Rescission of the Labor
      Contracts of its employees; (c) with regard to the dues paid to the
      National Social Security Institute (INSS), the documents required for
      ORBITALL to withhold such amounts and undertake the respective transfer
      thereof to the INSS, if applicable;

      (w) Do its utmost to prevent any virus from being coded or introduced into
      the software used to render the Services. Should a virus be discovered in
      such software, the PARTNER will provide all assistance needed to curtail
      the effects of such virus, at no additional cost to ORBITALL;

      (x) Not insert or allow the insertion of any code that will adversely
      affect or hamper the performance of the Services in the software used to
      render the Services without the prior, specific consent of ORBITALL; and

                                       7
<PAGE>

      (y) Compensate ORBITALL within 30 (thirty) days as from the date of
      notification thereof for any damages caused thereto by non-compliance with
      the labor, social security and tax obligation of the PARTNER, duly updated
      on the basis of the General Price Index - Market (IGP-M) or, in the
      absence thereof, the General Price Index - Domestic Availability (IGP-DI),
      both published by the Getulio Vargas Foundation (FGV) or, in the absence
      thereof, the Consumer Price Index (IPC) published by the Economic Research
      Institution Foundation (FIPE) of the University of Sao Paulo (USP), from
      the date of the event giving rise to the damages through to the
      reimbursement thereof, in addition to a default fine of 2% (two per cent),
      if applicable thereto.

CLAUSE SIX - ORBITALL OBLIGATIONS

6.1. In addition to the obligations covered in this Agreement and the Annexes
hereof, the obligations of ORBITALL include:

      (a) Supply, when applicable, the technical data requested by the PARTNER
      as defined in the Governance Model as required to perform the Services,
      while also accepting liability for providing all the technical information
      required for the existing equipment;

      (b) Providing prior written information on the forecast increase and
      reduction in the call volumes and the technology policies that should be
      followed by the PARTNER or that are related to rendering the Services; and

      (c) Pay the Remuneration within the periods and under the conditions
      stipulated in Clause Four.

CLAUSE SEVEN - TRANSITION PERIOD

7.1. The transition period consists of the first year that this Agreement enters
into effect ("Transition Period"). During this Transition Period, the PARTIES
should follow a transition plan, which should be proposed by the PARTNER within
30 (thirty) days, as from the signature of this Agreement, for joint discussion
between the PARTIES, which should approve it within the 15 (fifteen) subsequent
days ("Transition Plan").

      7.1.1. The Transition Plan should include details on the processes to be
      used and the activities to be performed by the PARTNER for introducing the
      alterations to the Call Center operations during the Transition Period, as
      well as appointing the respective persons in charge for handling each of
      the procedures and the dates for the completion thereof.

7.2. The following basic assumptions have already been agreed between the
PARTIES, and should be respected:

      (a) The Transition Plan should include two new facilities to be made
      available by the PARTNER for rendering the Services, one in the Sao Paulo
      State Capital and the other in Salvador, Bahia State, replacing the
      current facilities;

      (b) The new sites should each be sized to handle 50% (fifty per cent) of
      the total volume of the ORBITALL operations, and should not operate at
      less than 30% (thirty per cent) of this volume;

      (c) At the end of the Transition Period, the migrations for the Sao Paulo
      and

                                       8
<PAGE>

      Salvador sites should be fully completed and the call volumes will be
      shared out among the site in Rio de Janeiro and the two new sites, with
      the current ORBITALL sites in Sao Paulo (Ipiranga) and Salvador (Pituba)
      being closed down;

      (d) During the first three months of this Agreement, no significant
      alterations will be introduced to the Operations, so that the entire
      demand for the Services will be met by the PARTNER at the current ORBITALL
      sites, with no lay-offs not authorized by ORBITALL, and the ORBITALL
      employees transferred to the PARTNER will continue to receive benefits
      equal or equivalent to those currently in effect (except for the
      Earnings-Sharing Program and the Pension Plan, which will be terminated);

      (e) As from the fourth month of this Agreement, the supervisory staff may
      be replaced at a maximum rate of 33% (thirty three per cent) per quarter,
      as well as the Level C Operators and higher, ensuring that a maximum of
      20% (twenty per cent) of the staff is retained with at least 60 (sixty)
      days in the Operations;

      (f) Also from the fourth month of this Agreement, migration may begin from
      the current ORBITALL site in Sao Paulo (Ipiranga) to the new site to be
      built by the PARTNER. This migration should be completed by the end of the
      sixth month of this Agreement, when the PARTNER will withdraw from the
      current ORBITALL site facilities in Sao Paulo (Ipiranga);

      (g) As from the fourth month of this Agreement, migration may begin from
      the current ORBITALL site in Salvador (Pituba) to the new site to be built
      by the PARTNER. This migration should be completed by November 15, 2004;
      and

      (h) The governance processes covered in Annex IV - Governance should be
      fully implemented in compliance with the Transition Plan which may not
      occur after the end of the Transition Period, under any circumstances
      whatsoever.

CLAUSE EIGHT - DURATION

8.1. 0 This Agreement is valid as from the signature date hereof, for a period
of 3 (three) years, and may be extended by the PARTIES provided that they agree
to do so in writing at least 3 (three) months prior to the termination of this
Agreement.

      8.1.1. Should this Agreement be extended as stipulated above, the PARTIES
      hereby agree that the Prices applicable to this new period will be the
      Prices stipulated herein, duly updated in compliance with the restatement
      formulas in this Agreement.

CLAUSE NINE - RESCISSION AND PENALTIES

9.1. In case of any breach of the obligations stipulated herein, the PARTY in
default should pay the corresponding fines to the other PARTY as stipulated
below:

      (a) Non-compliance with the Operating Levels as stipulated in the
      Operating Agreements:

      (b) Should this Agreement be rescinded for systematic non-compliance by
      one of the PARTIES, pursuant to Clause 9.2.(b): the amount corresponding
      to the sum of the Remuneration for Service for the three months
      immediately prior to the date of the formal notification forwarded by the
      injured PARTY, covering the rescission of this Agreement;

                                       9
<PAGE>

       (c) Failure to pay the Remuneration: 2% (two per cent) of the value of
       the Remuneration not paid plus default interest of 1% (one per cent) per
       month;

       Non-compliance with the Transition Plan by the PARTNER, causing delays in
       vacating the premises housing the ORBITALL facilities at Avenida Ipiranga
       in Sao Paulo, which should take place within up to 180 (one hundred and
       eighty) days as from the signature of this Agreement, moving to its own
       facilities: 10% (ten per cent) of the value of the rent of the
       above-mentioned property, which fine corresponds on this date to R$
       13,537.29 (thirteen thousand, five hundred and thirty sever Reais and
       twenty nine cents) per day of delay in vacating the premises.

       9.1.1. The penalties stipulated for hypotheses (a), (b) and (d) may be
       claimed at the discretion of the creditor PARTY for the penalty, together
       or not with the exercise of the right to rescind this Agreement as
       stipulated below.

9.2.   This Agreement may be rescinded in the following hypotheses:

       (a) In a non-motivated manner by either of the PARTIES as from the 12th
       (twelfth) month hereof through prior notice of 180 (one hundred and
       eighty) days. Should the withdrawal occur between the 12th (twelfth) and
       17th (seventeenth) month hereof, the PARTY withdrawing herefrom will pay
       the other PARTY a fine of R$ 12,000,000.00 (twelve million Reais). Should
       the withdrawal take place between the 18th (eighteenth) and 23rd (twenty
       third) month of this Agreement, the PARTY withdrawing herefrom will pay
       the other PARTY a fine of R$ 8,000,000.00 (eight million Reais). Should
       the withdrawal occur between the 24th (twenty fourth) and 29th (twenty
       ninth) month of this Agreement, the PARTY withdrawing herefrom will pay
       the other PARTY a fine of R$ 5,000,000.00 (five million Reais). Should
       the withdrawal occur as from the 30th (thirtieth) month of this
       Agreement, the PARTY withdrawing will pay the other PARTY a fine of R$
       2,000,000.00 (two million Reais). In order to determine the value of the
       fine for non-motivated rescission, the effective rescission date of this
       Agreement will be taken under consideration, rather than the date of the
       prior notice.

       (b) By either of the PARTIES, should the other PARTY score 100 (one
       hundred) points, characterizing Systematic Non-Compliance with the
       Agreement by such PARTY. For the purposes of determining the concept of
       Systematic Non-Compliance with the Agreement and the calculation of the
       score, the stipulations in Annex VI - Scoring Violations, in particular,
       will be followed;

       (c) At the initiative of ORBITALL due to control over the PARTNER being
       held by a competitor as stipulated in Clause 9.2.2 below. Should the
       rescission be undertaken as stipulated in this item, the PARTNER should
       compensate ORBITALL for reasonable losses and costs proven to have been
       incurred or suffered thereby and related to the full migration of the
       Services rendered by the PARTNER to a third party up to the amount
       corresponding to the sum of the Remuneration for Service for the 3
       (three) months immediately prior to the formal notification by ORBITALL
       of the rescission hereof. Alternatively, at its sole discretion, ORBITALL
       may take over the performance of the Services in-house, in which case
       ORBITALL will have the right to acquire the assets of the PARTNER related
       to rendering the Services at the book value thereof;

       (d) At the initiative of ORBITALL due to a breach by the PARTNER of the
       duty not to compete as stipulated in Clause 9.2.3 below;

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<PAGE>

      (e) At the initiative of ORBITALL due to a breach by the PARTNER of the
      duty of non-disclosure as stipulated in Clause Fifteen;

      (f) At the initiative of the PARTNER should ORBITALL fail to pay any
      Remuneration to the PARTNER with no justification for a period of more
      than 90 (ninety) days as from receipt by ORBITALL of the notification
      issued by the PARTNER after the expiry of the due date for the
      Remuneration, with ORBITALL paying the penalty stipulated in item (b) of
      Clause 9.1 above, in case of rescission of this Agreement;

      (g) At the initiative of either of the PARTIES should the other become or
      be declared insolvent, or if applying for a decree of bankruptcy, or
      should the bankruptcy thereof be decreed, or requesting debt
      rehabilitation, being subject to liquidation or in a similar situation,
      even if signing creditor composition agreements on a non-litigious basis;

      (h) By ORBITALL, should the PARTNER fail to comply with an obligation and
      not remedy such non-compliance within 30 (thirty) days after receipt of
      the notification forwarded by ORBITALL for this purpose.

      9.2.1 The fines due in case of rescission of this Agreement as stipulated
      above will not adversely affect the duty to compensate of the PARTY giving
      rise to the rescission of this Agreement, in compensation for losses and
      damages suffered by the other PARTY. However, the amounts already paid as
      rescissory fine will be deducted from the losses and damages. Should the
      losses and damages be calculated as less than the rescissory fine, the
      rescissory fine should nevertheless be paid in full, as stipulated above.

      9.2.2. Should the control of the PARTNER be held at any time during this
      Agreement by an ORBITALL competitor, or by a competitor of the ORBITALL
      parent company, ORBITALL may immediately rescind this Agreement, at its
      sole discretion. The PARTNER should immediately notify ORBITALL should its
      control be held by a competitor thereof, so that within a period of 60
      (sixty) days after receipt of such notification, ORBITALL may decide on
      whether or not to rescind this Agreement. Should ORBITALL fail to issue a
      statement within the stipulated period, its right of rescission will be
      deemed to have lapsed. The rescission of this Agreement will become
      effective on the date to be stipulated by ORBITALL on the notification to
      be forwarded to the PARTNER stating such decision to rescind.

            9.2.2.1. For the purposes of this Clause, "control" means the actual
            or legal power to direct the corporate activities or functioning of
            the company either directly or indirectly, in-house or externally,
            individually or through agreement.

            9.12.2. The following situations are deemed equivalent to control:
            (i) holding a stake or the power to appoint a Board Member, Company
            Officer or entity with equivalent duties and responsibilities; (ii)
            holding the statutory or contractual right of veto on any matter or
            decision taken by another company; (iii) holding sufficient powers
            to block, through any formal or informal mechanism, a qualified
            quorum required for a meeting or decision under any statutory or
            contractual provision, in terms of the decisions taken by the other,
            except for the hypotheses stipulated by law; (iv) holding shares or
            quotas issued by the other in a class that ensures the separate
            voting rights mentioned in Article 16, III, of Law N degrees
            6,404/76.

            9.2.2.3. For the purposes of this Clause, the definition of the
            "functioning of the company" includes business planning and the
            definition of economic, financial,

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<PAGE>

            technological, engineering, market, price or discount policies,
            among other aspects.

            9.2.2.4. For the purposes of this Clause, the phrase "competitor of
            ORBITALL" will be construed as meaning any company functioning as a
            provider of commercial information processing and means of payment
            services; and the phrase "competitor of the ORBITALL parent company"
            will be construed as meaning any company functioning as a financial
            institution or credit card administrator.

      9.2.3. The PARTNER and its Affiliates may not sign contracts, enter into
      negotiations, submit bids or attempt to establish any type of commercial
      relations with any Orbitall Customer listed below, whose purpose is,
      directly or indirectly, rendering the services defined below, unless
      authorized to do so in writing by ORBITALL, which may not refuse such
      authorization without due justification. Should the PARTNER breach the
      matter stipulated above, ORBITALL may immediately rescind this Agreement
      at its sole discretion and require the PARTNER to pay it a fine worth 3
      (three) times the sum of the Remuneration for Services divided by the
      number of months that this Agreement has remained in effect. The duty of
      the PARTNER and its Affiliates stipulated in this Clause will continue
      through to the end of a period of 2 (two) years as from the termination of
      this Agreement, unless the Agreement is rescinded without due motivation
      by ORBITALL pursuant to Clauses 9.2 (a) and (b), in which case the
      provisions in this Clause will not be applied.

            (a) Orbitall Customers:
            Credicard S.A.
            Citibank S.A.
            Itaucard Financeira S.A. - Credito, Financiamento e Investimento
            Banco do Estado de Sao Paulo - BANESPA S.A.
            Sodexho Pass do Brasil Services e Comercio Ltda.
            VR Vales Ltda.
            Incentive House S.A.
            Medial Saude S.A

            (b) Services:

            All tasks related to servicing credit card and voucher products,
            including but not limited to inbound and outbound services, with
            regard to queries, complaints, sales, requests, collections and
            retentions, by telephone, e-mail and/or chat;

            (c) Specifically with regard to Citibank S.A., in addition to the
            Services as defined in item (b), the obligation of the PARTNER under
            this Clause 9.2.3 includes full service for banking products through
            the Citiphone Banking system, including unlimited services for
            account-holders, investors and potential customers.

CLAUSE TEN - TERMINATION TRANSITION

10.1. The starting date of the Termination Transition will be discussed by the
PARTIES after one of them notifies the other that it does not wish to extend
this Agreement any further, or intends to rescind it. Under any circumstances
whatsoever, this date may not be established after the end of the prior
notification period of 3 (three) months stipulated in Clause 8.l.

      10.1.1. The Termination Transition will last for a period to be discussed
      by the PARTIES prior to the implementation thereof, which period should
      not exceed 6 (six) months.

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<PAGE>

10.2. Before starting the Termination Transition, the PARTIES should jointly
draw up a Termination Transition Plan that should stipulate the conditions to be
followed during the Termination Transition, including the manner in which the
PARTNER will be remunerated for the Termination Transition, if applicable, and
the responsibilities of each of the PARTIES for the migration of the Services,
whereby ORBITALL continues to meet its commitments to the Orbital Customers.

10.3. During the Termination Transition, the PARTNER will follow the ORBITALL
guidelines in order to handle the transition and orderly migration of all the
Services performed until then by the PARTNER for ORBITALL or to a new partner to
be appointed by ORBITALL. The PARTNER should continue to provide the Services in
compliance with the Operating Levels applicable thereto under this Agreement,
during the Termination Transition period.

      10.3.1. During the Termination Transition, ORBITALL will have the right to
      appoint managers to oversee the rendering of the Services at the sites
      where the Termination Transition activities are being performed by the
      PARTNER.

10.4. ORBITALL will provide its cooperation to ensure that the PARTNER performs
the obligations stipulated in this Clause and will undertake the obligations of
its responsibility, as stipulated in the Termination Transition Plan.

10.5. Should the Termination Transition extend beyond the date stipulated for
the effective termination of this Agreement, the terms and conditions hereof
will be applicable to all the Termination Transition services supplied by the
PARTNER during such period.

      10.5.1. The PARTNER will implement the Termination Transition Plan at the
      expense of ORBITALL as stipulated in the Termination Transition Plan,
      unless the Termination Transition is prompted by: (a) the rescission of
      this Agreement caused by the PARTNER; or (b) lack of interest by the
      PARTNER in extending this Agreement as stipulated in Clause 8.1. In these
      latter two hypotheses, the reasonable losses and costs proven to have been
      incurred or suffered by ORBITALL and related to the implementation of the
      Termination Transition Plan will be borne in full by the PARTNER.

10.6. Should the Termination Transition supplied by the PARTNER in compliance
with this Clause require other resources and staff beyond those being supplied
to render the Services, ORBITALL will pay the PARTNER for the additional
resources in compliance with the amounts stipulated in this Agreement and the
Transition Plan, pursuant to the man/hours price list given in Annex III -
Prices, to be paid as stipulated in this Agreement. The billing conditions for
these amounts will be the same as those for the other amounts covered by this
Agreement, unless otherwise agreed by the PARTIES.

CLAUSE ELEVEN - GOVERNANCE MODEL

11.1. The Contact Center management system will be defined by ORBITALL with the
cooperation of the PARTNER as from the signature date of this Agreement, and
should be fully implemented in compliance with the Transition Plan, which, under
any circumstances whatsoever, may not take place after the end of the Transition
Period. The management system will be based on the Governance Model stipulated
in Annex IV - Governance. The employees assigned to the Government team will
belong to the formally-employed staff of the professionals working for the
PARTNER or for ORBITALL, and will be defined at the start of rendering the
Services.

11.2. The purposes of the Governance rules stipulated in Annex IV - Governance
are the following:

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<PAGE>

(i) to provide the Orbitall Customers with a single contact point, ensuring that
their business requirements are effectively included in the operating structure;
(ii) to ensure integrated management of the Orbitall Customer requirements;
(iii) to allow the know-how acquired by ORBITALL related to its technical
activities and the expertise of the PARTNER related to contact center operations
is used in an efficient manner for sizing the operations and ensuring good
quality services while keeping the operating costs low; (iv) maximizing the use
of the PARTNER Contact Center management tools; (v) translating the Orbitall
Customers business strategy into a model for rendering services; and (vi)
administering chances in processes, problems and risks.

      11.2.1. The PARTIES acknowledge that the implementation of this Agreement
      by the PARTNER will not adversely affect its status as an independent
      contractor in charge of controlling the persons involved in rendering the
      Services.

11.3. As long as the processes of supporting the Governance Model are not
implemented, the procedures and practices in effect and used by ORBITALL will be
applicable.

11.4. The detailed processes supporting the Governance Model and the Operating
Level control mechanisms between ORBITALL and the PARTNER will be developed
during the first 6 (six) months of the Transition Period, and should mandatorily
be implemented by the end of the Transition Period.

CLAUSE TWELVE - OPERATING LEVEL AGREEMENTS

12.1. The PARTIES will negotiate the Operating Agreements, which will regulate
the Operating Levels and other conditions applicable to the Services and the
responsibilities of the PARTIES covered in Annex II - Responsibilities for the
Processes during the Transition Period, and which should comply with the matters
stipulated in Annex II - Responsibilities for the Processes during the
Transition Period, as well as Annex V - Operating Agreements - Infrastructure
Services and Annex VII - Operating Agreement - Services, and contain at least
the following items:

      (i)   The requirements of the Services or the responsibility in question;

      (ii)  The applicable Operating Levels;

      (iii) The obligations of the PARTIES;

      (iv)  The penalties for non-compliance with the applicable Operating
            Levels - which may not exceed 50% (fifty per cent) of the value of
            the Services in question and the sum of all the penalties may not
            exceed 30% (thirty per cent) of the value of the Remuneration for
            Services for the month in question; and

      (v)   The bonus applicable for surpassing the Operating Levels, if covered
            by a specific provision in the Operating Agreement.

12.2. The PARTIES hereby agree that the Operating Agreements constitute the
Quality Book, forming an integral part of this Agreement when duly signed by the
accredited legal representatives of both PARTIES.

12.3. Until the implementation of the definitive Governance processes, the
performance of the Services and the responsibilities covered in Annex II -
Responsibilities for the Processes during the Transition Period should comply
with the Operating Levels stipulated in the Quality Book. After the
implementation of the above-mentioned processes, the performance of the Services
and the

                                       14
<PAGE>

responsibilities stipulated in Annex II - Responsibilities for the Processes
during the Transition Period by the PARTIES should comply with the Operating
Levels that will be agreed by the PARTIES within a period of 6 (six) months as
from the signature of this Agreement. Any non-compliance with the Operating
Levels will be deemed a default, sufficient in itself to incur the penalties
and/or other consequences appropriate thereto as stipulated in this Agreement.
If either of the PARTIES fails to comply with any Operating Level, it should:

      (a)   Promptly undertake an analysis of the origin of the program in order
            to identify the cause of such non-compliance, forwarding the
            information as stipulated in the Governance processes;

      (b)   Correct such faults and comply with the applicable Operating Levels
            as soon as possible, where appropriate;

      (c)   Forward a report to the other PARTY on its conclusions based on the
            analysis of the problem, in the manner and within the period
            stipulated in the Governance processes; and

      (d)   Take appropriate action in order to avoid any further occurrence of
            such faults in future.

12.4. Should either of the PARTIES note that the non-compliance with any
Operating Level is not due only to non-compliance with its own obligation or
responsibility, it should promptly notify the other PARTY after ascertaining
this fact, so that it may take the necessary measures as required. Failure to
comply with its duty to inform will be deemed non-compliance with the Operating
Levels in question for the purposes of this Agreement, provided that the lack of
information prevents the PARTY that should have been notified from taking the
measures required to avoid the related losses or damages.

12.5. Neither of the PARTIES will be held liable for non-compliance with
Operating Levels due to force majeure or Act of God, pursuant to Brazilian Law.

12.6. The model for applying the penalties for non-compliance with the Operating
Level is stipulated and presented in detail in the Quality Book.

CLAUSE THIRTEEN - OTHER RESPONSIBILITIES AND LIABILITIES

13.1. The PARTNER will be responsible at the administrative sphere and before
the Courts for all contractual, labor, social security or insurance obligations
related to the PARTNER staff involved in performing the Services, as well as
expenses associated therewith such as legal fees, Court costs and administrative
expenditures, always complying with the terms of the Purchase and Sale
Agreement.

13.2. Pursuant to a decision taken by any of its administrators, ORBITALL may
notify the PARTNER of any dissatisfaction with regard to any of the employees of
the PARTNER rendering the services at the sites set aside for servicing
ORBITALL. The PARTNER will have 10 (ten) days as from receipt of such
notification to remedy the problem in a manner that is satisfactory to ORBITALL.
Should ORBITALL remain dissatisfied with the employee in question after the
period of 10 (ten) days, the PARTNER will promptly replace such employee.

13.3. The Services will be rendered by employees of the PARTNER with which they
have a lawful labor bond subject to the Consolidated Labor Laws.

13.4. Should the PARTNER transfer the premises where the Services are performed
to new facilities (sites), the new site may not be located in the areas listed
below, in order to ensure that the

                                       15
<PAGE>

Services are not subject to any break in continuity:

      (a)   In areas subject to flooding;

      (b)   Close to high voltage power-lines;

      (c)   Close to commercial flight routes;

      (d)   Close to water mains or gas pipelines;

      (e)   In other areas subject to risks in general.

      13.4.1. Moreover, the new site should offer the following facilities, as
      stipulated by the Law and other rules applicable thereto:

      (a)   Asset security system;

      (b)   Fire-fighting and preventive safety system;

      (c)   Electrical system;

      (d)   Emergency support equipment system (UPS and generators);

      (e)   Climatization system.

CLAUSE FOURTEEN - INTELLECTUAL PROPERTY RIGHTS

14.1. The PARTNER acknowledges that, should any works be produced for the
performance of the Service at the request of ORBITALL and at the cost thereof as
Project, not covered by intellectual property rights, ORBITALL will have the
exclusive right to make use of the work in question until the expiry of the
length of time equivalent to that used by the PARTNER for the development of the
work. After the above-mentioned grace period, a new period will begin that will
last for an additional period equivalent to the grace period, during which
ORBITALL will have the right to a stake in the possible future sales of the work
in question to third parties. During this period, the first time that the work
is sold to third parties, ORBITALL will receive 50% (fifty per cent) of the
amount obtained by the PARTNER. Should the work be sold a second time during
this period, ORBITALL will receive 25% (twenty five per cent) of the amount
obtained by the PARTNER. After the second sale, or after the expiry of this
second period, the PARTNER will be free to use and sell the work with no stake
held by ORBITALL.

      14.1.1. For the purposes of this Clause, the development will cover the
      period between the date on which the PARTIES agree in the development of
      the Project in question and the effective implementation date of such
      Project.

14.2. The PARTNER acknowledges that, should works be produced for the
performance of the Services at the request of ORBITALL and at the cost thereof,
covered by intellectual property rights, the rights over these works will be
held exclusively by ORBITALL. The registration of the above-mentioned property
will be the sole responsibility of ORBITALL. However, the PARTNER shall take the
measures required to ensure that these rights, held exclusively by ORBITALL, are
preserved in terms of the employees, agents, representatives and/or outsourced
workers of the PARTNER, accepting liability for any claims filed thereby to
discuss the ownership of such rights.

14.3. The PARTIES acknowledge that, should works be produced by either of the
PARTIES for purposes other than the Services, covered by author's rights or
copyright, prepared on the basis of information arising from the relationship
established through this Agreement, the equity copyright to such works will be
held jointly by the PARTIES, in the same proportion.

CLAUSE FIFTEEN - NON-DISCLOSURE AND CONFIDENTIALITY

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<PAGE>

15.1. The PARTIES declare that they are fully aware that they are forbidden from
making use, disclosing, disposing, transferring, assigning in any manner
whatsoever or providing information and/or data on the other PARTY and the
Orbital Customers under any hypothesis or pretext whatsoever, obtained through
the performance of this Agreement, except and insofar as these acts arise from
the nature of the Services rendered. For each breach of the obligation covered
in this Clause Fifteen, the defaulting PARTY will be subject to the scoring
defined in Annex VI - Scoring Defaults and Violations.

15.2. The PARTIES hereby agree for themselves, their employees, workers, agents,
representatives and successors to ensure full and complete confidentiality for
any data, documents, technical, commercial or personal information to which they
may have access or become aware, or with which they may be entrusted through the
performance of this Agreement, whether in the interest of the PARTIES themselves
or third parties, not being empowered to disclose, reveal, reproduce, use or
advise third parties outside this Agreement, under any pretext whatsoever, under
due penalty of law, without excluding indemnity for losses and damages arising
therefrom.

      15.2.1. Should either of the PARTIES be obliged to disclose any
      information on the other PARTY through a Court order or by a Government
      authority, it should immediately supply written notification of such
      obligation in order to allow the other PARTY to take the appropriate legal
      measures at its own cost, in order to prevent the disclosure of such
      information. The PARTIES hereby agree that they will provide all
      assistance reasonably requested by either of the PARTIES for protecting
      the confidential information of the other PARTY, disclosing only
      information that is strictly requested by the Courts or Government
      authorities.

15.3. The PARTIES hereby agree to specifically advise all professional staff
involved in the performance of this Agreement of the confidential nature of the
information, taking all measures necessary to ensure that such information is
disclosed only on a need-to-know basis to those needing access thereto for the
purposes of this Agreement.

15.4. At the end of the period stipulated for the performance of this Agreement,
and having completed the works or rescinded the Agreement, the PARTIES hereby
agree to return all documents to the other PARTY delivered thereto or obtained
thereby, in any manner whatsoever through the performance of this Agreement, as
well as deleting, uninstalling and/or destroying any information or data owned
by the other PARTY or assigned by third parties thereto, at the request of such
other PARTY, with either of the PARTIES also being forbidden to retain any
material or documentation in any manner whatsoever and for any purpose other
than that required to prove compliance with their obligations.

15.5. The obligation to non-disclosure and confidentiality covered by this
Clause will remain effective for a period of 10 (ten) years after the
termination or closure of this Agreement, with the PARTIES not being permitted
to make use of such information for any purpose not covered herein during this
period.

15.6. The PARTNER should keep the activities that are required to perform the
Services for Orbitall Customers that are competitors physically separated,
pursuant to the terms of the Operating Agreements in effect, in order to
preserve the confidentiality of the information pertinent to each of these
Customers.

CLAUSE SIXTEEN - INFORMATION SECURITY

16.1. As a basic assumption for starting the performance of the Services and the
possible future

                                       17
<PAGE>

supply/transfer of information between the PARTIES through magnetic or
electronic media, the PARTNER hereby agrees to use data security and protection
programs designed to block any unauthorized access to the PARTNER systems,
including those that may be under its direct responsibility or through the Data
Link with the other PARTNER systems, meaning even through the use of e-mail.

16.2. Whenever using systems that interface or interact in any manner whatsoever
with the ORBITALL systems, even through the Internet, the PARTNER is bound to
present documentation to ORBITALL proving that the PARTNER complies with the
minimum Information Security parameters established by ORBITALL as stipulated in
Annex V - Operating Agreements - Infrastructure Services. The PARTIES will
negotiate the minimum information security parameters recommended for electronic
data transfers, with each of the PARTIES being responsible for the costs,
acquisition and installation of cryptography systems compatible with the
necessary line capacity and the communications system of ORBITALL, in the data
communication channels between the PARTIES. The PARTIES also agree that all data
transmissions between them should be supported by cryptography programs.

16.3. When requested to do so in writing by ORBITALL, the PARTNER agrees to
immediately introduce at its own expense the alterations required to remedy any
possible security problems or patch any vulnerable portions of the systems that
have been noted by ORBITALL.

16.4. The PARTNER also hereby guarantees that any data storage devices that may
be supplied thereby (such as magnetic or electronic media) or technological
environments and channels of communication between the PARTIES (such as data
links, hyperlinks and banners) will be protected against computer programs or
other technological resources that may result in the loss of the integrity,
confidentiality or availability of the data or information of ORBITALL or third
parties with which ORBITALL has commercial relationships (such as viruses and
Trojan horses) as stipulated in Annex V - Operating Agreements - Infrastructure
Services.

16.5. The PARTNER agrees to keep harmless ORBITALL and its Customers from any
embarrassment caused by web pages or electronic mail messages containing
shortcuts to other pages or unsolicited offers of products and services (such as
links, banners, hot sites and spam) or whose content may be pornographic,
offensive or contain any type of discrimination based on race, gender, creed or
nationality.

CLAUSE SEVENTEEN - CONTINGENCY PLAN

17.1. The PARTNER hereby agrees to comply with the actions and responsibilities
stipulated for the continuity of the business in Annex VIII - Contingency Plan,
until the PARTIES agree on alterations to such Plan.

      17.1.1. Notwithstanding the above provision, whenever the PARTNER needs or
      intends to introduce modifications to the Contact Center operations that
      may affect the continuity of the Services being rendered, despite
      compliance by the PARTNER with the Contingency Plan in effect at that
      time, the PARTNER should present a proposal for altering such Contingency
      Plan in order to cover the actions and responsibilities ensuring the
      continuity of the business, pursuant to the terms of this Agreement. The
      proposed alteration to the Contingency Plan should be presented by the
      PARTNER together with the proposed alteration in question.

CLAUSE EIGHTEEN - AUDITING RIGHTS

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<PAGE>

18.1. Without adversely affecting the obligations covered in this Agreement,
ORBITALL may audit the Services either directly or indirectly, as well as all
aspects of the business practices or the PARTNER related to the performance of
the Services and the use of information rated as confidential under this
Agreement, notifying its intention of carrying out such audits with 48 (forty
eight) hours advance notice prior to the audit date, being empowered to order
the PARTNER to cease and desist from any Services not performed in compliance
with good practices or when non-compliant with this Agreement. The ORBITALL
Customers may accompany ORBITALL during the above-mentioned audits.

18.2. The PARTNER hereby agrees to take all steps needed to remedy any
irregularities noted as an outcome of such audits that cause or may cause risks
or damages to ORBITALL or the Orbitall Customers, including alterations in
business practices, at no cost to ORBITALL.

18.3. Should any faults, defects, flaws, errors and/or irregularities be noted
in the Services in the course of an audit, the Services will immediately be
redone by the PARTNER as stipulated in this Agreement, at no additional cost to
ORBITALL, and without adversely affecting the penalties and/or indemnities
applicable thereto.

CLAUSE NINETEEN - PROCEDURES FOR THE SETTLEMENT OF DISPUTES - NEGOTIATION AND
ELECTION OF LAW COURTS

19.1. In case of any dispute between the PARTIES over this Agreement, either of
the PARTIES will appoint a senior business executive with ample technical
expertise of the Agreement through written notification to the other PARTY.
Within 5 (five) days as from receipt of such notification, the notified PARTY
should appoint a senior business executive with ample technical expertise of the
Agreement, so that they may meet in order to find a solution to the dispute. The
appointed executives will meet as frequently as deemed necessary by the PARTIES
in order to obtain and provide each other with all information related to the
problem in question, and that they believe to be appropriate and relevant for
the settlement of such dispute, discussing and negotiating in order to settle
the dispute with no need for any other formal procedure. The manner and specific
procedures of such discussions will be left to the discretion of such
executives, and may include the preparation of declarations of facts agreed or
position papers supplied by the PARTIES. Should these executives fail to reach
an agreement on the settlement of the dispute within 30 (thirty) days as from
the date of receipt of the notification covered by this Clause, it will be
forwarded to other persons to be appointed by ORBITALL and the PARTNER at a
hierarchical level above that of the executives initially appointed, so that
they may meet and seek a non-litigious solution within 15 (fifteen) days as from
receipt of the above-mentioned notification.

19.2 Should the dispute not be settled through the mechanism outlined in Clause
19.1 above, the PARTIES should appoint a mediator through common agreement
within 5 (five) days as from the end of the period of 15 (fifteen) days
mentioned above, in order to seek a non-litigious settlement for the dispute.
Within 10 (ten) days as from the date of the appointment of the mediator, the
PARTIES should do their utmost to settle the dispute, guided by the mediator. At
the end of this period, should the mediation be deemed fruitless, the PARTIES
should comply with the provisions in Clause 19.3 below.

      19.2.1 Any decision that may be proposed by the mediator appointed by the
      PARTIES will not be binding thereon, unless accepted in writing by both
      the PARTIES.

      19.2.2 The costs of the mediation procedure described above will be borne
      on an equal basis by both PARTIES.

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<PAGE>

      19.2.3 The mediation will be held in the City of Sao Paulo at a place to
      be defined by the PARTIES.

      19.2.4 The PARTIES may waive the mediation covered in this Clause 19.2
      provided that this is done so jointly and in writing, with the provisions
      in Clause 19.3 below then becoming applicable.

19.3. Should either of the PARTIES conclude, after completing the procedures
outlined above, that it will not be possible to reach a negotiated settlement,
this PARTY may file suit in the Law Courts of the Sao Paulo State Capital, which
will be the only Law Courts deemed competent to hear any type of litigation
between the PARTIES arising from this Agreement.

CLAUSE TWENTY - GENERAL CONDITIONS

20.1. The PARTIES hereby agree and affirm that the dully-accredited legal
representatives signing this Agreement are competent to accept obligations on
behalf thereof, and effectively represent their interests.

20.2. The PARTIES may not assign or transfer this Agreement or any benefits,
interests, rights of obligations arising herefrom, either fully or partially, to
any third parties without the prior written consent of the other PARTY.

20.3. Failure by either of the PARTIES to exercise the rights and powers
assigned thereto through this Agreement, or tolerance with regard to any delay
in the compliance with the obligations of the other PARTY will not adversely
affect such rights or powers, which may be exercised at any time at the sole
discretion of the interested PARTY, not altering the conditions stipulated in
this Agreement.

20.4. The PARTIES will be responsible for the safekeeping and integrity of the
assets of the other PARTY or third parties assigned thereto and that may be
transferred for rendering the Services, whether free or charge or not, being
held liable for any possible future damages, losses or misplacement thereof.

      20.4.1. The assets of one of the PARTIES assigned to the other PARTY for
      rendering the Services may not be used as collateral by the latter.

20.5. In addition to the PARTIES, this Agreement is binding on the successors
thereof, regardless of the type of succession, for all rights and obligations
accepted through this document.

20.6. For all matters related to this Agreement, the PARTNER and ORBITALL will
act as independent contractors. Neither of the PARTIES may declare that it has
any authority to accept or establish any specific or implicit obligation on
behalf of the other PARTY, nor may it represent the other PARTY as an agent,
employee, representative or in any other function whatsoever.

      20.6.1. Under no circumstances whatsoever may this Agreement establish a
      relationship of partnership or commercial representation between the
      PARTIES, with each of them being fully liable for its own acts and
      obligations.

      20.6.2. The PARTNER and ORBITALL are enterprises that are completely
      independent among themselves, whereby no provision in this document may be
      construed as establishing an employment bond between the employees of one
      of the PARTIES and the other

                                       20
<PAGE>

      PARTY.

20.7. This Agreement will not be modified either verbally or tacitly, but only
through written deeds of amendment or revision signed by the duly-accredited
legal representatives of the PARTIES. Any terms and conditions other than the
terms and conditions established herein for any type of service, job, order,
invoice, document, communication or notification from either of the PARTIES will
not constitute an obligation for the other PARTY unless specifically accepted
thereby through its dully-accredited legal representatives.

20.8. Neither of the PARTIES will be deemed in default, pursuant to the terms of
this Agreement, or liable to the other for non-pecuniary obligations for any
period insofar as such non-compliance results from any event or circumstance
deemed to be force majeure, such as:

      (a)   Natural disasters, except insofar as the PARTY should take measures
            against the effects of such disasters;

      (b)   Revolts, public disorder, war or civil disorder; and

      (c)   Court orders, acts or regulations issued by Government entities,
            unless prompted by some act or omission for which the PARTY is to
            blame.

      20.8.1. The occurrence of an event constituting force majeure will not
      affect the obligation of the PARTNER to take the measures stipulated in
      the Contingency Plan, unless such measures are also adversely affected by
      the event constituting force majeure.

20.9. With regard to any communication or notification forwarded to third
parties on matters pertinent to the relationship between the PARTIES, each of
such PARTIES will coordinate with the other, and will grant the other PARTY the
opportunity to review and comment on the contents of such communication or
notification prior to the release thereof, through written authorization from
the other PARTY. This provision does not alter the constraints imposed on
disclosing confidential information established in Clause Fifteen, and pursuant
to the provisions in this same Clause, this will not be construed as a
requirement to delay or impose any constraints on either of the PARTIES for
disclosing any information that may be disclosed in order to comply with any
laws or regulations applicable thereto, or an order issued by an authority with
sufficient powers to order such disclosure.

20.10. Unless otherwise stipulated, the periods and conditions in this Agreement
mature independently of any Court or extrajudicial notification order or writ.
However, when subject to the duty to notify compliance with an obligation to the
other PARTY for approval or acceptance purposes, the PARTIES should provide
written notification on the day of compliance with such obligations. For this
purpose, the following provisions will be applicable:

      (a)   The PARTY receiving the notification will have 5 (five) business
            days as from the date of receipt thereof, unless other periods are
            established in this Agreement, to make any remarks or requests
            considered necessary, not being taken under consideration for the
            purpose of extending the periods when issued after these 5 (five)
            business days;

      (b)   Should no response be forthcoming, for all purposes of the
            Agreement, the contravtual obligation will be deemed to have been
            met; and

      (c)   The approval under the Agreement assigned to one of the PARTIES in
            terms of an

                                       21
<PAGE>

            obligation of the other will be deemed to have been issued should no
            statement be issued within the periods stipulated for this purpose.

20.11. All notifications, communications and requests between the PARTIES should
be made in writing (and will be deemed to have been delivered on receipt
thereof) and may be forwarded by fax, delivered personally, sent by registered
letter or by courier (in any case, with confirmation of receipt) to the
addresses given below:

ORBITALL:

ORBITALL SERVICOS E PROCESSAMENTO DE INFORMACOES COMERCIAIS LTDA.

Rua Manoel Coelho, 600, 1st andar
Cidade de Sao Caetano do Sul
Estado de Sao Paulo - CEP 09510-101
Att. Regional Services Director

PARTNER:

INOVACAO CONTACT CENTER SERVICOS DE CONTATOS TELEFONICOS LTDA.

Avenida Ipiranga, 855, 3rd andar
Cidade de Sao Paulo, SP
Att. Operations Director

The PARTIES may alter the addresses for forwarding notifications through
notification forwarded to the other PARTY as described in this Clause.

Being in full and fair agreement, the PARTIES hereby sign this Agreement through
their duly-accredited legal representatives endowed with sufficient powers to do
so, in 4 (four) copies of identical content and for the same purposes, in the
presence of the two undersigned witnesses.

Sao Paulo, April 1, 2004.

ORBITALL

Signed                                  Signed
Name:                                   Name:
Position:                               Position:

PARTNER

Signed                                  Signed
Name:                                   Name:
Position:                               Position:

WITNESSES:
1.                                      2.
Signed                                  Signed
Name:                                   Name:
ID N degrees:                           ID N degrees :

                                       22
<PAGE>

                                     ANNEX I

                                   DEFINITIONS

This Annex is an integral part of the Contact Center Service Agreement signed by
the Parties stipulated below on April 1, 2004.

PARTIES:    Orbitall Servicos e Processamento de Informacoes Comerciais Ltda.
            ("ORBITALL")

            Inovacao Contact Center Servicos de Contatos Telefonicos Ltda.
            ("INOVACAO").

The following terms, as well as the variations and derivations thereof, will
have the meanings listed below whenever used in this Agreement, including its
Annexes and other documents forming an integral part hereof, when written with
an upper-case initial, in the singular or plural:

Operating Agreement: The Agreement between the PARTIES, through which they
establish the Operating Levels, as well as the Service requirements, the
penalties for non-compliance with the Operating Levels and other related
aspects, as stipulated in the Agreement.

Affiliate: Any of the subsidiaries belonging directly or indirectly to the
Parent Company Corporate Group, a subsidiary or under common control with a
PARTY to this Agreement. For the purposes of this definition, the word "control"
and the derivations thereof mean ownership of 50% (fifty percent) of the voting
capital of a company plus one share, or an equivalent situation arising from a
shareholders' agreement.

Quality Book: A document gathering together the Operating Agreements signed by
the PARTIES.

End-Clients: The users of the products and Services of the Orbitall Clients,
such as the holders of credit cards and vouchers who are the end-recipients of
the Services.

Orbitall Clients: The users of the Services provided by ORBITALL, both current
and those contracting the Services from ORBITALL in future, during the
Agreement.

Co-Habitation: The period during which the PARTIES will occupy common facilities
that will continue for no more than the duration of the Transition Period.

CONTAX: TNL CONTAX S.A.

Agreement: The Contact Center Service Agreement signed by ORBITALL and the
PARTNER on April 1, 2004.

Purchase and Sale Agreement: The Stock Purchase and Sale Agreement signed by
ORBITALL and CONTAX on April 1, 2004.

                                      A-1

<PAGE>

Temporary Service Agreement: The Temporary Service Agreement and Other Matters
signed by ORBITALL and the PARTNER on April 1, 2004.

      Systematic Non-Compliance with the Agreement: This should have the meaning
      stipulated in Clause 9.2 (b) of the Agreement.

      Physical Line-Up: The configuration of the attendance line-ups at the ACD
      - PABX.

Logic Line-Up: The configuration of the attendance line-ups in the CTI - Genesys
environment.

INOVACAO: Inovacao Contact Center Servicos de Contatos Telefonicos Ltda.

      Data Links: The communications circuit established between two points for
      transferring information or data.

Governance Model or Governance: The set of processes structured and defined for
performing sundry functions that allow the integrated joint management of the
rendering of the Services.

      Modifications: The modifications of the Services as stipulated in Clause
      Three of the Agreement.

Operation Levels or Operational Levels or OLA: The parameters for calibrating
certain quality standards, as well as the requirements that bind the PARTIES to
comply with certain quality standards when performing their respective duties
and responsibilities in terms of the Agreement.

New Projects: Projects requisitioned by ORBITALL, in addition to the Services.

ORBITALL: Orbitall Servicos e Processamento de Informacoes Comerciais Ltda.

PARTNER: INOVACAO and the successors thereto, after signature of the Agreement.

PARTY or PARTIES: ORBITALL, or INOVACAO, or both.

      Regime Period: The duration of the Agreement after the Initial Transition
      Period.

      Transition Period: The period of 12 (twelve) months as from the signature
      of the Agreement, during which the Services will migrate from ORBITALL to
      the PARTNER.

      Termination Transition Period: The period stipulated in Clause Ten during
      which the PARTNER will render Services for the Termination Transition,
      should ORBITALL express interest in receiving such Services, as
      applicable.

                                       A-2

<PAGE>

Reference Prices: The reference prices listed in the Reference Price List in
Annex III - Prices.

Contact Center Project: The Partnership Project between ORBITALL and the
PARTNER, regulated by the Agreement and the Temporary Services Agreement.

Projects: Modifications and New Projects.

Remuneration: The remuneration to be paid to the PARTNER as stipulated in Clause
Four of the Agreement, which will be the sum of the Services Remuneration and
the Projects Remuneration owed by ORBITALL to the PARTNER for each month of this
Agreement.

Projects Remuneration: The remuneration covered in the commercial bids pertinent
to the Projects, duly accepted by the PARTIES, in counterpart to the development
and implementation of the Projects by the PARTNER.

Services Remuneration: The remuneration to be paid to the PARTNER in counterpart
to rendering the services as stipulated in Clause 4.1 of the Agreement.

Services: The Contact Center Services rendered by the PARTNER to ORBITALL under
the Agreement, and in particular as stipulated in Annex VII - Operating
Agreements - Services.

Site: The current or future facilities that should be used to render the
Services by the PARTNER.

Reference Price List: The Reference Price List given in Annex III - Prices.

Termination Transition: This covers the period and/or the set of activities to
be performed by the PARTNER and ORBITALL, as stipulated in Clause Ten of the
Agreement.

Turnover: This is the turnover of PARTNER employees directly involved in
rendering the Services.

                                       A-3

<PAGE>

                                    ANNEX II

                       RESPONSIBILITIES FOR THE PROCESSES
                          DURING THE TRANSITION PERIOD

This Annex forms an integral part of the Contact Center Services Agreement
signed by the Parties stipulated below, on April 1, 2004.

PARTIES:    Orbitall Servicos e Processamento de Informacoes Comerciais Ltda.
            ("ORBITALL")

            Inovacao Contact Center Servicos de Contatos Telefonicos Ltda.
            ("INOVACAO").

This Annex stipulates the responsibilities of the PARTIES during the Transition
Period, divided among the three sites from which the services will be rendered
initially, as well as the estimated dates when some of these responsibilities
will be transferred from ORBITALL to the PARTNER, other than the
responsibilities assigned to the PARTNER as from the signature of the Agreement,
and the responsibilities that will remain with ORBITALL through to the end of
the Transition Period.

The PARTIES may agree on the dates when each of the ORBITALL responsibilities
covered herein will be transferred to the PARTNER, other than those stipulated
below, particularly due to technical reasons underlying the transfer of the
responsibility, particularly the progressive separation of the ORBITALL and
PARTNER data network.

                                       B-1
<PAGE>

                                    IPIRANGA

                                       B-2
<PAGE>

<TABLE>
<CAPTION>
                                                                                              July 1,
                                                                                                2004      From End
                                                                                             to End of     of Co-
                                                                                                Co-      Habitation
                                                                April      May       June    habitation   onwards
                                                               -------   --------  --------  ----------  ----------
<S>                                                            <C>       <C>       <C>       <C>         <C>
OPERATIONS

OPERATIONS MANAGEMENT
    Coaching/feedback-Agents                                   Partner   Partner   Partner   Partner     Partner
    Operating meeting/communication                            Partner   Partner   Partner   Partner     Partner
    Definition of Targets & Objectives - operating teams       Partner   Partner   Partner   Partner     Partner
(breakout of the OLAs)
    Calculation & assessment of results                        Partner   Partner   Partner   Partner     Partner
    Preparation of corrective plans                            Partner   Partner   Partner   Partner     Partner

PLANNING

FORECAST
    Define priorities & OLAs                                   Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Develop center planning (topology)                         Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Implement                                                  Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Check track-record & trends                                Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Check impact on AAT                                        Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Check & adjust Forecast                                    Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Validate Forecast                                          Orbitall  Orbitall  Orbitall  Orbitall    Orbitall

SIZING
    Size Resources                                             Orbitall  Orbitall  Orbitall  Partner     Partner
    Make Resources available on-line                           Orbitall  Orbitall  Partner   Partner     Partner
    Supply scales required                                     Orbitall  Orbitall  Partner   Partner     Partner

MIS & SLAS
    Provide performance statistics                             Orbitall  Orbitall  Partner   Partner     Partner
    Analyze SLA Breaches                                       Partner   Partner   Partner   Partner     Partner
    Establish corrective actions                               Partner   Partner   Partner   Partner     Partner

CONTROL DESK
    Implement scale (definition of arrival time, breaks,       Orbitall  Partner   Partner   Partner     Partner
departure time, days off & vacations)
    Monitor compliance                                         Partner   Partner   Partner   Partner     Partner
    Monitor volumes: AAT, SLA, Hang-Up                         Partner   Partner   Partner   Partner     Partner
    Identify deviation in real x forecast curve                Partner   Partner   Partner   Partner     Partner
    Implement contingency actions                              Partner   Partner   Partner   Partner     Partner
    Implement corrective actions                               Partner   Partner   Partner   Partner     Partner

HUMAN RESOURCES

RECRUITMENT & SELECTION
    Define profile (ability or skills)                         Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Define wage brackets                                       Partner   Partner   Partner   Partner     Partner
    Define Consulting Services                                 Partner   Partner   Partner   Partner     Partner
    Recruit                                                    Partner   Partner   Partner   Partner     Partner
    Select                                                     Partner   Partner   Partner   Partner     Partner
    Hire                                                       Partner   Partner   Partner   Partner     Partner
    Assess selection processes                                 Partner   Partner   Partner   Partner     Partner

TRAINING
    Identify needs (new products)                              Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Identify needs (refresher courses)                         Partner   Partner   Partner   Partner     Partner
    Develop material / methodology                             Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Give trainng (multiplicatory agent)                        Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
</TABLE>

                                       B-3
<PAGE>

<TABLE>
<S>                                                            <C>       <C>       <C>       <C>         <C>
    Give training (agent)                                      Partner   Partner   Partner   Partner     Partner
    Monitor & assess learning curve                            Partner   Partner   Partner   Partner     Partner

ORGANIZATIONAL CLIMATE
    Structure an oversight program                             Orbitall  Partner   Partner   Partner     Partner
    Define oversight indicators                                Orbitall  Partner   Partner   Partner     Partner
    Develop measurement tools                                  Orbitall  Partner   Partner   Partner     Partner
    Carry out climate survey                                   Partner   Partner   Partner   Partner     Partner
    Implement Plan of Action based on results noted            Partner   Partner   Partner   Partner     Partner

DISMISSAL
    Define conduct policy                                      Orbitall  Orbitall  Orbitall  Partner     Partner
    Detect inappropriate behavior                              Partner   Partner   Partner   Partner     Partner
    Survey & analyze employee record                           Partner   Partner   Partner   Partner     Partner
    Decide on dismissal & departure of employee                Partner   Partner   Partner   Partner     Partner
    Notify the employee                                        Partner   Partner   Partner   Partner     Partner

QUALITY MANAGEMENT

QUALITY MONITORING
    Define weights & measures criteria                         Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Monitor                                                    Partner   Partner   Partner   Partner     Partner
    Issue reports                                              Partner   Partner   Partner   Partner     Partner
    Hold calibration sessions                                  Partner   Partner   Partner   Partner     Partner
    Feedback to Agents                                         Partner   Partner   Partner   Partner     Partner
    Feedback to supervisors                                    Partner   Partner   Partner   Partner     Partner
    Feedback to coordinators                                   Partner   Partner   Partner   Partner     Partner

MOTIVATIONAL CAMPAIGNS
    Development / Preparation of campaigns identified by the   Partner   Partner   Partner   Partner     Partner
Partner
    Development / Preparation of campaigns identified by       Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
Orbitall / the Client

COMMUNICATIONS
    Prepare processes & procedures                             Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Prepare script                                             Orbitall  Orbitall  Orbitall  Partner     Partner
    Validate script                                            Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Disclose Operation                                         Partner   Partner   Partner   Partner     Partner
    Ensure compliance                                          Partner   Partner   Partner   Partner     Partner

INFORMATION SECURITY

RISK CONTROLS & REVIEW
    Audit & Risk Management Trials                             Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Corrective Actions & compensatory controls - Partner       Partner   Partner   Partner   Partner     Partner
Activities
    Corrective Actions & compensatory controls - Orbitall      Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
Activities
    Provide information & reply to Audit - by Orbitall at      Orbitall  Partner   Partner   Partner     Partner
the Partner
    Support & supply information needed to meet the            Orbitall  Partner   Partner   Partner     Partner
requirements of the Audits carried out by Orbitall

INFORMATION SECURITY
    Implement information security policies (Clear Desk,       Orbitall  Partner   Partner   Partner     Partner
Training, Destruction of Confidential Information, Who Needs
to Know)

QUALITY SYSTEMS
    Maintain ISO 9000:2000 Quality System for Orbitall         Orbitall  Orbitall  Partner   Partner     Partner
client attendance services
</TABLE>

                                       B-4
<PAGE>

<TABLE>
<S>                                                            <C>       <C>       <C>       <C>         <C>
    Carry out internal audit of the Quality Management System  Orbitall  Orbitall  Partner   Partner     Partner

TECHNOLOGY

TELECOM
TELECOMMUNICATIONS CARRIERS/ ORBITALL AGREEMENT
    Manage problems with the voice & data circuit carriers     Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Voice & data circuit Capacity Planning                     Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Monitor data link                                          Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Monitor voice link                                         Orbitall  Orbitall  Orbitall  Partner     Partner
    Notifying the Carrier in case of data link problems -      Partner   Partner   Partner   Partner     Partner
Partner environment
    Notifying the Carrier in case of data link problems -      Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
Orbitall environment
    Notifying the Carrier in case of                           Orbitall  Orbitall  Orbitall  Partner     Partner
    voice link problems
    Notify Carrier in case of problems                         Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Ensure SLA for voice & data links with carriers            Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Specify the requirements for contracting resources for     Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
new telecommunications services
    Supply data circuits between service centers & Orbitall    Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Supply data & voice circuits between the service centers   Partner   Partner   Partner   Partner     Partner

DAC
    Notify maintenance services supplier                       Orbitall  Orbitall  Orbitall  Partner     Partner
    Operational availability of DAC & applications             Partner   Partner   Partner   Partner     Partner
    Electrical / air conditioning system availability          Orbitall  Orbitall  Orbitall  Orbitall    Partner
    Manage configurations, problems & changes                  Orbitall  Orbitall  Orbitall  Orbitall    Partner
    Volumes forecast for trunk-line estimate                   Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    DAC Capacity Planning                                      Partner   Partner   Partner   Partner     Partner
    Carry out operational expansions for implementaton of     Orbitall  Orbitall  Orbitall  Orbitall    Partner
new services

LOCAL AREA NETWORK (LAN)
    Operate & manage the software for transferred network      Orbitall  Orbitall  Orbitall  Partner     Partner
equipment
    Operate & maintain the hardware for transferred & new      Partner   Partner   Partner   Partner     Partner
network equipment
    Manage configurations, problems & changes                  Orbitall  Orbitall  Orbitall  Partner     Partner
    Plan network & operations expansion                        Partner   Partner   Partner   Partner     Partner
    Acquisition of new network equipment                       Partner   Partner   Partner   Partner     Partner
    Cabling operations & management                            Partner   Partner   Partner   Partner     Partner

INFRASTRUCTURE
    Data Center Operation                                      Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Help Desk - Level 1
    Help Desk - Level 2                                        Orbitall  Orbitall  Orbitall  Partner     Partner
    Backup & Tape Library for transferred servers              Orbitall  Orbitall  Orbitall  Partner     Partner
    Backup & Tape Library for new Partner servers              Orbitall  Orbitall  Orbitall  Partner     Partner
    Restore facility for transferred servers                   Orbitall  Orbitall  Orbitall  Partner     Partner
    Restore facility for new Partner servers                   Orbitall  Orbitall  Orbitall  Partner     Partner
    Release of security patches for the entire technological   Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
environment required by the Partner
    Updating transferred security patches in the Partner       Orbitall  Orbitall  Orbitall  Partner     Partner
technology environment
    Updating new security patches in the Partner technology    Partner   Partner   Partner   Partner     Partner
environment
    Availability of Internet Access for Partner employees      Orbitall  Orbitall  Orbitall  Partner     Partner

ACCESS TO PARTNER SERVERS
    User Administration & Management                           Partner   Partner   Partner   Partner     Partner
    Policy Administration & Management                         Partner   Partner   Partner   Partner     Partner
</TABLE>

                                       B-5
<PAGE>

<TABLE>
<S>                                                            <C>       <C>       <C>       <C>         <C>
    Help Desk - Level 2                                        Partner   Partner   Partner   Partner     Partner

E-MAIL
    Administration & Management of e-mail hardware & software  Partner   Partner   Partner   Partner     Partner
    Acquisition of hardware & software                         Partner   Partner   Partner   Partner     Partner
    Help Desk - Level 2                                        Partner   Partner   Partner   Partner     Partner

ADMINISTRATION OF PROFILES & ACCESSES
    Provide access to the mainframe environment                Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Provide access to the local network environment            Orbitall  Orbitall  Orbitall  Partner     Partner
    Provide access to the Orbitall Intranet environment        Orbitall  Orbitall  Orbitall  Partner     Partner
(password recovery system)
    Provide access to Attendance Applications (CW & Siebel)    Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Provide access to Partner Corporate applications           Partner   Partner   Partner   Partner     Partner

PARTNER SERVERS
    Administration / management of transferred server          Orbitall  Orbitall  Orbitall  Partner     Partner
software
    Administration / management of new server HW/SW            Partner   Partner   Partner   Partner     Partner
    Acquisition of new HW & SW                                 Partner   Partner   Partner   Partner     Partner
    Updating anti-virus system on transferred & new servers    Orbitall  Orbitall  Orbitall  Partner     Partner

MICRO INFORMATION TECHNOLOGY
    Acquisition of new HW & SW                                 Partner   Partner   Partner   Partner     Partner
    Administration / management of transferred & new micros    Orbitall  Orbitall  Orbitall  Partner     Partner
(HW & SW) (Technical Support)
    Distribution of applications through ZenWorks              Orbitall  Orbitall  Orbitall  Partner     Partner
    Updating anti-virus system at the transferred & new        Orbitall  Orbitall  Orbitall  Partner     Partner
stations
    HW & SW inventories for transferred stations               Orbitall  Orbitall  Orbitall  Partner     Partner
    Ratification of HW & SW                                    Orbitall  Orbitall  Orbitall  Partner     Partner
    Printer management                                         Partner   Partner   Partner   Partner     Partner

PRODUCTION
    Management of routines                                     Orbitall  Orbitall  Orbitall  Partner     Partner
    (Intel environment)
    Management of routines                                     Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    (Mainframe environment)

APPLICATIONS
IVR
    Specifies Call Flow                                        Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Send Call Flow & specification for budget                  Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Pre-assessment for Call Flow impacts                       Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Call Flow budget                                           Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Call Flow development                                      Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Call Flow Trial & Ratification                             Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Implementation of Call Flow                                Orbitall  Orbitall  Orbitall  Partner     Partner
    Formal acceptance of Call Flow                             Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Software Maintenance & Support  (Phraseology & Accesses)   Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Monitoring, Maintenance & Support - Basic Hardware &       Orbitall  Orbitall  Orbitall  Partner     Partner
software
    IVR documentation                                          Partner   Partner   Partner   Partner     Partner
    IVR forecast                                               Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Port expansion & implementaton                             Partner   Partner   Partner   Partner     Partner
    Creating Mainframe terminals for new ports                 Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Providing production environment                           Orbitall  Orbitall  Orbitall  Partner     Partner
    Providing IVR reports on volumes & performance             Partner   Partner   Partner   Partner     Partner

    SIEBEL - ATTENDANCE FRONT-END
    Equipment acquisitions                                     Partner   Partner   Partner   Partner     Partner
    Web Server                                                 Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Application Development                                    Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
</TABLE>

                                       B-6
<PAGE>

<TABLE>
<S>                                                            <C>       <C>       <C>       <C>         <C>
    Application License                                        Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    LDAP Servers                                               Orbitall  Orbitall  Orbitall  Partner     Partner

CW - ATTENDANCE FRONT-END
    Request for modifications                                  Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Budget                                                     Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Implement requested alteration                             Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Environment made available for trial                       Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Trial & Ratification                                       Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Production environment available                           Orbitall  Orbitall  Orbitall  Partner     Partner

CTI
    Modification of Genesys configuration                      Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Modification of non-Genesys CTI configuration              Orbitall  Orbitall  Orbitall  Partner     Partner
    Agents configuration (alteration to operator skills &      Orbitall  Orbitall  Orbitall  Partner     Partner
registrations)
    Other configurations in the Genesys environment            Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Definition of routing strategies                           Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Trial & Ratification of routing strategies                 Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Implementation of routing strategies                       Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Local production environment available                     Orbitall  Orbitall  Orbitall  Partner     Partner
    Enterprise production environment available                Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Genesys capacity licenses                                  Orbitall  Orbitall  Orbitall  Orbitall    Orbitall

RECORDING CALLS
    Definition of call recording criteria                      Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Definition of tape recovery criteria                       Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    On-line storage                                            Orbitall  Orbitall  Orbitall  Partner     Partner
    Off-line storage                                           Orbitall  Orbitall  Orbitall  Partner     Partner
    Definition of quality recording policies                   Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Maintenance & support                                      Orbitall  Orbitall  Orbitall  Partner     Partner
    Implementation & expansion of recording system             Partner   Partner   Partner   Partner     Partner
    Availability of recording environment                      Orbitall  Orbitall  Orbitall  Partner     Partner

CORPORATE TELEPHONY
    Availability of local tariff-charging system               Orbitall  Orbitall  Orbitall  Orbitall    Partner
    Management of tariff-charging system                       Orbitall  Orbitall  Orbitall  Orbitall    Partner
    Management of local telephony system                       Orbitall  Orbitall  Orbitall  Orbitall    Partner

TELECOM / VOICE LABORATORY
    Availability of equipment                                  Partner   Partner   Partner   Partner     Partner
    Supply of Genesys / Siebel licenses                        Orbitall  Orbitall  Orbitall  Orbitall    Orbitall

LOGICAL & PHYSICAL SECURITY
    Manage configurations, problems & changes in the Call      Orbitall  Orbitall  Orbitall  Partner     Partner
Center environment
    Manage & store event records in the Orbitall environment   Orbitall  Orbitall  Orbitall  Partner     Partner
for auditing purposes

POLICIES & PROCEDURES
    Manage system access profile                               Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Define system access profile procedure                     Orbitall  Orbitall  Orbitall  Orbitall    Orbitall

MAINFRAME
    Manage configurations, problems & maintenance (changes)    Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    HW & SW Operating Availability                             Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Notify alteration to the Orbitall connection address       Partner   Partner   Partner   Partner     Partner
    Notify alteration to the Partner connections address       Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
    Capacity Planning                                          Orbitall  Orbitall  Orbitall  Orbitall    Orbitall
</TABLE>

                                       B-7
<PAGE>

                                    SALVADOR

                                       B-8
<PAGE>

<TABLE>
<CAPTION>
                                                                                                          July 1, 04    From End of
                                                                                                           to End of   Co-Habitation
                                                                         April       May          June   Co-habitation    onwards
                                                                         -----       ---          ----   ------------- -------------
<S>                                                                     <C>         <C>           <C>    <C>           <C>
Operations

OPERATIONS MANAGEMENT
  Coaching/feedback-Agents                                              Partner     Partner       Partner     Partner     Partner
  Operating meeting/communication                                       Partner     Partner       Partner     Partner     Partner
  Definition of Targets & Objectives - operating teams (breakout of
  the OLAs)                                                             Partner     Partner       Partner     Partner     Partner
  Calculation & assessment of results                                   Partner     Partner       Partner     Partner     Partner
  Preparation of corrective plans                                       Partner     Partner       Partner     Partner     Partner

PLANNING

FORECAST
  Define priorities & OLAs                                              Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Develop center planning (topology)                                    Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Implement                                                             Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Check track-record & trends                                           Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Check impact on AAT                                                   Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Check & adjust Forecast                                               Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Validate Forecast                                                     Orbitall    Orbitall      Orbitall    Orbitall    Orbitall

SIZING
  Size Resources                                                        Orbitall    Orbitall      Orbitall    Partner     Partner
  Make Resources available on-line                                      Orbitall    Orbitall      Partner     Partner     Partner
  Supply scales required                                                Orbitall    Orbitall      Partner     Partner     Partner

MIS & SLAS
  Provide performance statistics                                        Orbitall    Orbitall      Partner     Partner     Partner
  Analyze SLA Breaches                                                  Partner     Partner       Partner     Partner     Partner
  Establish corrective actions                                          Partner     Partner       Partner     Partner     Partner

CONTROL DESK
  Implement scale (definition of arrival time, breaks, departure
  time, days off & vacations)                                           Orbitall    Partner       Partner     Partner     Partner
  Monitor compliance                                                    Partner     Partner       Partner     Partner     Partner
  Monitor volumes: AAT, SLA, Hang-Up                                    Partner     Partner       Partner     Partner     Partner
  Identify deviation in real x forecast curve                           Partner     Partner       Partner     Partner     Partner
  Implement contingency actions                                         Partner     Partner       Partner     Partner     Partner
  Implement corrective actions                                          Partner     Partner       Partner     Partner     Partner

HUMAN RESOURCES

RECRUITMENT & SELECTION
  Define profile (ability or skills)                                    Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Define wage brackets                                                  Partner     Partner       Partner     Partner     Partner
  Define Consulting Services                                            Partner     Partner       Partner     Partner     Partner
  Recruit                                                               Partner     Partner       Partner     Partner     Partner
  Select                                                                Partner     Partner       Partner     Partner     Partner
  Hire                                                                  Partner     Partner       Partner     Partner     Partner
  Assess selection processes                                            Partner     Partner       Partner     Partner     Partner

TRAINING
  Identify needs (new products)                                         Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Identify needs (refresher courses)                                    Partner     Partner       Partner     Partner     Partner
  Develop material / Methodology                                        Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
</TABLE>

                                      B-9
<PAGE>

<TABLE>
<S>                                                                     <C>         <C>           <C>         <C>         <C>
  Give trainng (multiplicatory agent)                                   Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Give training (agent)                                                 Partner     Partner       Partner     Partner     Partner
  Monitor & assess learning curve                                       Partner     Partner       Partner     Partner     Partner

ORGANIZATIONAL CLIMATE
  Structure an oversight program                                        Orbitall    Partner       Partner     Partner     Partner
  Define oversight indicators                                           Orbitall    Partner       Partner     Partner     Partner
  Development measurement tools                                         Orbitall    Partner       Partner     Partner     Partner
  Carry out climate survey                                              Partner     Partner       Partner     Partner     Partner
  Implement Plan of Action based on results noted                       Partner     Partner       Partner     Partner     Partner

DISMISSAL
  Define conduct policy                                                 Orbitall    Orbitall      Orbitall    Partner     Partner
  Detect inappropriate behavior                                         Partner     Partner       Partner     Partner     Partner
  Survey & analyze employee record                                      Partner     Partner       Partner     Partner     Partner
  Decide on dismissal & departure of employee                           Partner     Partner       Partner     Partner     Partner
  Notify the employee                                                   Partner     Partner       Partner     Partner     Partner

QUALITY MANAGEMENT

QUALITY MONITORING
  Define weights & measures criteria                                    Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Monitor                                                               Partner     Partner       Partner     Partner     Partner
  Issue reports                                                         Partner     Partner       Partner     Partner     Partner
  Hold calibration sessions                                             Partner     Partner       Partner     Partner     Partner
  Feedback to Agencies                                                  Partner     Partner       Partner     Partner     Partner
  Feedback to supervisors                                               Partner     Partner       Partner     Partner     Partner
  Feedback to coordinators                                              Partner     Partner       Partner     Partner     Partner

MOTIVATIONAL CAMPAIGNS
  Development / Preparation of campaigns identified by the Partner      Partner     Partner       Partner     Partner     Partner
  Development / Preparation of campaigns identified by Orbitall /
  the Client                                                            Orbitall    Orbitall      Orbitall    Orbitall    Orbitall

COMMUNICATIONS
  Prepare processes & procedures                                        Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Prepare script                                                        Orbitall    Orbitall      Orbitall    Partner     Partner
  Validate script                                                       Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Disclose Operation                                                    Partner     Partner       Partner     Partner     Partner
  Ensure compliance                                                     Partner     Partner       Partner     Partner     Partner

INFORMATION SECURITY

RISK CONTROLS & REVIEW
  Carry out Audit & Risk Management Trials                              Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Corrective Actions & compensatory controls - Partner Activities       Partner     Partner       Partner     Partner     Partner
  Corrective Actions & compensatory controls - Orbitall Activities      Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Provide information & reply to Audit - by Orbitall at the Partner     Orbitall    Partner       Partner     Partner     Partner
  Support & supply information needed to meet the requirements of
  the Audits carried out by Orbitall                                    Orbitall    Partner       Partner     Partner     Partner

INFORMATION SECURITY
  Implement information security policies (Clear Desk, Training,
  Destruction of Confidential Information, Who Needs to Know)           Orbitall    Partner       Partner     Partner     Partner

QUALITY SYSTEMS
  Maintain ISO 9000:2000 Quality System for Orbitall client
  attendance services                                                   Orbitall    Orbitall      Partner     Partner     Partner
</TABLE>

                                      B-10
<PAGE>

attendance services

<TABLE>
<S>                                                                     <C>         <C>           <C>         <C>         <C>
  Carry out internal audits of the Quality Management System            Orbitall    Orbitall      Partner     Partner     Partner

TECHNOLOGY

TELECOM
TELECOMMUNICATIONS CARRIERS/ ORBITALL AGREEMENT
  Manage problems with the voice & data circuit carriers                Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Voice & data circuit Capacity Planning                                Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Monitor link                                                          Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Notify Carrier in case of problems                                    Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Ensure SLA for voice & data links with carriers                       Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Specify the requirements for contracting resources for new
  telecommunications services                                           Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Supply data circuits between service centers & Orbitall               Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Supply data & voice circuits between the service centers              Partner     Partner       Partner     Partner     Partner

DAC
  Notify maintenance services supplier                                  Partner     Partner       Partner     Partner     Partner
  Operational availability of DAC & applications                        Partner     Partner       Partner     Partner     Partner
  Electrical / air conditioning system availability                     Partner     Partner       Partner     Partner     Partner
  Manage configurations, problems & changes                             Partner     Partner       Partner     Partner     Partner
  DAC Capacity Planning                                                 Partner     Partner       Partner     Partner     Partner
  Carry out operational expansions for implementaton of new services    Partner     Partner       Partner     Partner     Partner

LOCAL AREA NETWORK (LAN)
  Operate & manage the software for transferred network equipment       Orbitall    Orbitall      Orbitall    Partner     Partner
  Operate & maintain the hardware for transferred & new network
  equipment                                                             Partner     Partner       Partner     Partner     Partner
  Manage configurations, problems & changes                             Orbitall    Orbitall      Orbitall    Partner     Partner
  Plan network & operations expansion                                   Partner     Partner       Partner     Partner     Partner
  Acquisition of new network equipment                                  Partner     Partner       Partner     Partner     Partner
  Cabling operations & management                                       Partner     Partner       Partner     Partner     Partner

INFRASTRUCTURE
  Data Center Operation                                                 Partner     Partner       Partner     Orbitall    Orbitall
  Help Desk - Level 1                                                   Orbitall    Orbitall      Orbitall    Partner     Partner
  Help Desk - Level 2                                                   Partner     Partner       Partner     Partner     Partner
  BackupTape Library for transferred servers                            Partner     Partner       Orbitall    Partner     Partner
  Backup & Tape Library for new Partner servers                         Partner     Partner       Partner     Partner     Partner
  Restore facility for transferred servers                              Partner     Partner       Partner     Partner     Partner
  Restore facility for new Partnerservers                               Partner     Partner       Partner     Partner     Partner
  Release of security patches required by the Partner                   Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Release of security patches for the entire technological
  environment required by the Partner                                   Partner     Partner       Partner     Partner     Partner
  Updating transferred security patches in the Partner technology
  environment                                                           Orbitall    Orbitall      Orbitall    Partner     Partner
  Updating new security patches in the Partner technology
  environment                                                           Partner     Partner       Partner     Partner     Partner

ACCESS TO PARTNER SERVERS
  User Administration & Management                                      Partner     Partner       Partner     Partner     Partner
  Policy Administration & Management                                    Partner     Partner       Partner     Partner     Partner
  Help Desk - Level 2                                                   Partner     Partner       Partner     Partner     Partner

E-MAIL
  Administration & Management of e-mail hardware & software             Partner     Partner       Partner     Partner     Partner
</TABLE>

                                      B-11
<PAGE>

<TABLE>
<S>                                                                     <C>         <C>           <C>         <C>         <C>
  Acquisition of hardware & software                                    Partner     Partner       Partner     Partner     Partner
  Help Desk - Level 2                                                   Partner     Partner       Partner     Partner     Partner

ADMINISTRATION OF PROFILES & ACCESSES
  Provide access to the mainframe environment                           Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Provide access to the local network environment                       Orbitall    Orbitall      Orbitall    Partner     Partner
  Provide access to the Orbitall Intranet environment (password
  recovery system)                                                      Orbitall    Orbitall      Orbitall    Partner     Partner
  Provide access to Attendance Applications (CW & Siebel)               Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Provide access to Partner Corporate applications                      Partner     Partner       Partner     Partner     Partner

PARTNER SERVERS
  Administration / management of transferred server software            Partner     Partner       Partner     Partner     Partner
  Administration / management of new server HW/SW                       Partner     Partner       Partner     Partner     Partner
  Acquisition of new HW & SW                                            Partner     Partner       Partner     Partner     Partner
  Updating anti-virus system on transferred & new servers               Orbitall    Orbitall      Orbitall    Partner     Partner

MICRO INFORMATION TECHNOLOGY
  Acquisition of new HW & SW                                            Partner     Partner       Partner     Partner     Partner
  Administration / management of transferred micros (HW & SW)           Partner     Partner       Partner     Partner     Partner
  Administration / management of new micros (HW & SW)                   Partner     Partner       Partner     Partner     Partner
  Distribute application software                                       Orbitall    Orbitall      Orbitall    Partner     Partner
  Updating anti-virus system at the transferred & new stations          Orbitall    Orbitall      Orbitall    Partner     Partner
  Inventory of HW & SW                                                  Partner     Partner       Partner     Partner     Partner
  Ratification of HW & SW                                               Orbitall    Orbitall      Orbitall    Partner     Partner
  Printer management                                                    Partner     Partner       Partner     Partner     Partner

PRODUCTION
  Management of routines                                                Orbitall    Orbitall      Orbitall    Partner     Partner

APPLICATIONS
IVR
  Specifies Call Flow                                                   Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Send Call Flow & specification for budget                             Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Pre-assessment for Call Flow impacts                                  Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Call Flow budget                                                      Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Call Flow development                                                 Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Call Flow Trial & Ratification                                        Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Implementation of Call Flow                                           Orbitall    Orbitall      Orbitall    Partner     Partner
  Formal acceptance of Call Flow                                        Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Software Maintenance & Support (Phraseology & Accesses)               Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Monitoring, Maintenance & Support - Basic Hardware & software         Partner     Partner       Partner     Partner     Partner
  IVR documentation                                                     Partner     Partner       Partner     Partner     Partner
  IVR forecast                                                          Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Port expansion & implementaton                                        Partner     Partner       Partner     Partner     Partner
  Creating Mainframe terminals for new ports                            Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Providing production environment                                      Partner     Partner       Partner     Partner     Partner
  Providing IVR reports on volumes & performance                        Partner     Partner       Partner     Partner     Partner

CW - ATTENDANCE FRONT-END
  Request for modifications                                             Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Budget                                                                Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Implement requested alteration                                        Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Environment made available for trial                                  Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Trial & Ratification                                                  Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Production environment available                                      Orbitall    Orbitall      Orbitall    Partner     Partner
</TABLE>

                                      B-12
<PAGE>

<TABLE>
<S>                                                                     <C>         <C>           <C>         <C>         <C>
CTI
  Modification of Genesys configuration                                 Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Modification of non-Genesys CTI configuration                         Partner     Partner       Partner     Partner     Partner
  Agents configuration (alteration to operator skills &
  registrations)                                                        Orbitall    Orbitall      Orbitall    Partner     Partner
  Other configurations in the Genesys environment                       Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Definition of routing strategies                                      Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Trial & Ratification of routing strategies                            Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Implementation of routing strategies                                  Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Local production environment available                                Partner     Partner       Partner     Partner     Partner
  Enterprise production environment available                           Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Genesys capacity licenses                                             Orbitall    Orbitall      Orbitall    Orbitall    Orbitall

RECORDING CALLS
  Definition of call recording criteria                                 Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Definition of tape recovery criteria                                  Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  On-line storage                                                       Partner     Partner       Partner     Partner     Partner
  Off-line storage                                                      Partner     Partner       Partner     Partner     Partner
  Definition of quality recording policies                              Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Maintenance & support                                                 Partner     Partner       Partner     Partner     Partner
  Implementation & expansion of recording system                        Partner     Partner       Partner     Partner     Partner
  Availability of recording environment                                 Partner     Partner       Partner     Partner     Partner

CORPORATE TELEPHONY
  Availability of local tariff-charging system                          Partner     Partner       Partner     Partner     Partner
  Management of tariff-charging system                                  Partner     Partner       Partner     Partner     Partner
  Management of local telephony system                                  Partner     Partner       Partner     Partner     Partner

TELECOM / VOICE LABORATORY
  Availability of equipment                                                n/a          n/a          n/a         n/a           n/a
  Supply of Genesys / Siebel licenses                                      n/a          n/a          n/a         n/a           n/a

LOGICAL & PHYSICAL SECURITY
  Manage configurations, problems & changes in the Call Center
  environment                                                           Orbitall    Orbitall      Orbitall    Partner     Partner
  Manage & store event records in the Orbitall environment for
  auditing purposes                                                     Orbitall    Orbitall      Orbitall    Partner     Partner

POLICIES & PROCEDURES
  Manage system access profile                                          Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
  Define system access profile procedure                                Orbitall    Orbitall      Orbitall    Orbitall    Orbitall
</TABLE>

                                      B-13
<PAGE>

                                 RIO DE JANEIRO

                                      B-14
<PAGE>

<TABLE>
<CAPTION>
                                                                                                         JULY 1, 04     FROM END OF
                                                                                                          TO END OF    CO-HABITATION
                                                                         APRIL       MAY        JUNE    CO-HABITATION     ONWARDS
                                                                         -----       ---        ----    -------------  -------------
<S>                                                                     <C>        <C>         <C>      <C>            <C>
OPERATIONS

OPERATIONS MANAGEMENT
     Coaching/feedback-Agents                                           Partner    Partner     Partner     Partner        Partner
     Operating meeting/communication                                    Partner    Partner     Partner     Partner        Partner
     Definition of Targets & Objectives - operating teams (breakout     Partner    Partner     Partner     Partner        Partner
of the OLAs)
     Calculation & assessment of results                                Partner    Partner     Partner     Partner        Partner
     Preparation of corrective plans                                    Partner    Partner     Partner     Partner        Partner

PLANNING

   FORECAST
     Define priorities & OLAs                                           Orbitall   Orbitall    Orbitall    Orbitall       Orbitall
     Develop center planning (topology)                                 Orbitall   Orbitall    Orbitall    Orbitall       Orbitall
     Implement                                                          Orbitall   Orbitall    Orbitall    Orbitall       Orbitall
     Check track-record & trends                                        Orbitall   Orbitall    Orbitall    Orbitall       Orbitall
     Check impact on AAT                                                Orbitall   Orbitall    Orbitall    Orbitall       Orbitall
     Check & adjust Forecast                                            Orbitall   Orbitall    Orbitall    Orbitall       Orbitall
     Validate Forecast                                                  Orbitall   Orbitall    Orbitall    Orbitall       Orbitall

   SIZING
     Size Resources                                                     Orbitall   Orbitall    Orbitall    Partner        Partner
     Make Resources available on-line                                   Orbitall   Orbitall    Partner     Partner        Partner
     Supply scales required                                             Orbitall   Orbitall    Partner     Partner        Partner

   MIS & SLAS
     Provide performance statistics                                     Orbitall   Orbitall    Partner     Partner        Partner
     Analyze SLA Breaches                                               Partner    Partner     Partner     Partner        Partner
     Establish corrective actions                                       Partner    Partner     Partner     Partner        Partner

   CONTROL DESK
     Implement scale (definition of arrival time, breaks, departure     Orbitall   Partner     Partner     Partner        Partner
time, days off & vacations)
     Monitor compliance                                                 Partner    Partner     Partner     Partner        Partner
     Monitor volumes: AAT, SLA, Hang-Up                                 Partner    Partner     Partner     Partner        Partner
     Identify deviation in real x forecast curve                        Partner    Partner     Partner     Partner        Partner
     Implement contingency actions                                      Partner    Partner     Partner     Partner        Partner
     Implement corrective actions                                       Partner    Partner     Partner     Partner        Partner

Human Resources

   Recruitment & Selection
     Define profile (ability or skills)                                 Orbitall   Orbitall    Orbitall    Orbitall       Orbitall
     Define wage brackets                                               Partner    Partner     Partner     Partner        Partner
     Define Consulting Services                                         Partner    Partner     Partner     Partner        Partner
     Recruit                                                            Partner    Partner     Partner     Partner        Partner
     Select                                                             Partner    Partner     Partner     Partner        Partner
     Hire                                                               Partner    Partner     Partner     Partner        Partner
     Assess selection processes                                         Partner    Partner     Partner     Partner        Partner

TRAINING
     Identify needs (new products)                                      Orbitall   Orbitall    Orbitall    Orbitall       Orbitall
     Identify needs (refresher courses)                                 Partner    Partner     Partner     Partner        Partner
     Develop material / Methodology                                     Orbitall   Orbitall    Orbitall    Orbitall       Orbitall
     Give trainng (multiplicatory agent)                                Orbitall   Orbitall    Orbitall    Orbitall       Orbitall
     Give training (agent)                                              Partner    Partner     Partner     Partner        Partner
</TABLE>

                                      B-15
<PAGE>

<TABLE>
<S>                                                                     <C>        <C>          <C>         <C>           <C>
     Monitor & assess learning curve                                    Partner    Partner      Partner     Partner       Partner

ORGANIZATIONAL CLIMATE
     Structure an oversight program                                     Orbitall   Partner      Partner     Partner       Partner
     Define oversight indicators                                        Orbitall   Partner      Partner     Partner       Partner
     Development measurement tools                                      Orbitall   Partner      Partner     Partner       Partner
     Carry out climate survey                                           Partner    Partner      Partner     Partner       Partner
     Implement Plan of Action based on results noted                    Partner    Partner      Partner     Partner       Partner

DISMISSAL
     Define conduct policy                                              Orbitall   Orbitall     Orbitall    Partner       Partner
     Detect inappropriate behavior                                      Partner    Partner      Partner     Partner       Partner
     Survey & analyze employee record                                   Partner    Partner      Partner     Partner       Partner
     Decide on dismissal & departure of employee                        Partner    Partner      Partner     Partner       Partner
     Notify the employee                                                Partner    Partner      Partner     Partner       Partner

QUALITY MANAGEMENT

QUALITY MONITORING
     Define weights & measures criteria                                 Orbitall   Orbitall     Orbitall    Orbitall      Orbitall
     Monitor                                                            Partner    Partner      Partner     Partner       Partner
     Issue reports                                                      Partner    Partner      Partner     Partner       Partner
     Hold calibration sessions                                          Partner    Partner      Partner     Partner       Partner
     Feedback to Agencies                                               Partner    Partner      Partner     Partner       Partner
     Feedback to supervisors                                            Partner    Partner      Partner     Partner       Partner
     Feedback to coordinators                                           Partner    Partner      Partner     Partner       Partner

MOTIVATIONAL CAMPAIGNS
     Development / Preparation of campaigns identified by the  Partner  Partner    Partner      Partner     Partner       Partner
     Development / Preparation of campaigns identified by Orbitall /    Orbitall   Orbitall     Orbitall    Orbitall      Orbitall
the Client

COMMUNICATIONS
     Prepare processes & procedures                                     Orbitall   Orbitall     Orbitall    Orbitall      Orbitall
     Prepare script                                                     Orbitall   Orbitall     Orbitall    Partner       Partner
     Validate script                                                    Orbitall   Orbitall     Orbitall    Orbitall      Orbitall
     Disclose Operation                                                 Partner    Partner      Partner     Partner       Partner
     Ensure compliance                                                  Partner    Partner      Partner     Partner       Partner

Information Security

RISK CONTROLS & REVIEW
     Carry out Audit & Risk Management Trials                           Orbitall   Orbitall     Orbitall    Orbitall      Orbitall
     Corrective Actions & compensatory controls - Partner Activities    Partner    Partner      Partner     Partner       Partner
     Corrective Actions & compensatory controls - Orbitall Activities   Orbitall   Orbitall     Orbitall    Orbitall      Orbitall
     Provide information & reply to Audit - by Orbitall at the Partner  Orbitall   Partner      Partner     Partner       Partner
     Support & supply information needed to meet the requirements of    Orbitall   Partner      Partner     Partner       Partner
the Audits carried out by Orbitall

INFORMATION SECURITY
     Implement information security policies (Clear Desk, Training,     Orbitall   Partner      Partner     Partner       Partner
Destruction of Confidential Information, Who Needs  to Know)

QUALITY SYSTEMS
     Maintain ISO 9000:2000 Quality System for Orbitall client          Orbitall   Orbitall     Partner     Partner       Partner
attendance services
     Carry out internal audits of the Quality Management System         Orbitall   Orbitall     Partner     Partner       Partner
</TABLE>

                                      B-16
<PAGE>

<TABLE>
<S>                                                                     <C>        <C>          <C>         <C>           <C>
TECHNOLOGY

TELECOM
TELECOMMUNICATIONS CARRIERS / ORBITALL AGREEMENT
     Manage problems with the voice & data circuit carriers             Orbitall   Orbitall     Orbitall    Orbitall      Orbitall
     Voice & data circuit Capacity Planning                             Orbitall   Orbitall     Orbitall    Orbitall      Orbitall
     Monitor link                                                       Orbitall   Orbitall     Orbitall    Orbitall      Orbitall
     Notify Carrier in case of problems                                 Orbitall   Orbitall     Orbitall    Orbitall      Orbitall
     Ensure SLA for voice & data links with carriers                    Orbitall   Orbitall     Orbitall    Orbitall      Orbitall
     Specify the requirements & contract resources for new              Orbitall   Orbitall     Orbitall    Orbitall      Orbitall
telecommunications services
     Supply data circuits between service centers & Orbitall            Orbitall   Orbitall     Orbitall    Orbitall      Orbitall
     Supply data & voice circuits between the service centers           Partner    Partner      Partner     Partner       Partner

DAC
     Notify maintenance services supplier                               Partner    Partner      Partner     Partner       Partner
     Operational availability of DAC & applications                     Partner    Partner      Partner     Partner       Partner
     Electrical / air conditioning system availability                  Partner    Partner      Partner     Partner       Partner
     Manage configurations, problems & changes                          Partner    Partner      Partner     Partner       Partner
     DAC Capacity Planning                                              Partner    Partner      Partner     Partner       Partner
     Carry out operational expansions for implementaton of new          Partner    Partner      Partner     Partner       Partner
services

LOCAL AREA NETWORK (LAN)
     Operate & manage the software for transferred network equipment    Orbitall   Orbitall     Orbitall    Partner       Partner
     Operate & maintain the hardware for transferred & new network      Partner    Partner      Partner     Partner       Partner
equipment
     Manage configurations, problems & changes                          Orbitall   Orbitall     Orbitall    Partner       Partner
     Plan network & operations expansion                                Partner    Partner      Partner     Partner       Partner
     Acquisition of new network equipment                               Partner    Partner      Partner     Partner       Partner
     Cabling operations & management                                    Partner    Partner      Partner     Partner       Partner

INFRASTRUCTURE
     Data Center Operation                                              Partner    Partner      Partner     Orbitall      Orbitall
     Help Desk - Level 1                                                Orbitall   Orbitall     Orbitall    Partner       Partner
     Help Desk - Level 2                                                Partner    Partner      Partner     Partner       Partner
     Backup & Tape Library for transferred servers                      Partner    Partner      Orbitall    Partner       Partner
     Backup & Tape Library for new Partner servers                      Partner    Partner      Partner     Partner       Partner
     Restore facility for transferred servers                           Partner    Partner      Partner     Partner       Partner
     Restore facility for new Partner servers                           Partner    Partner      Partner     Partner       Partner
     Release of security patches required by the Partner                Orbitall   Orbitall     Orbitall    Orbitall      Orbitall
     Release of security patches for the complete technological         Partner    Partner      Partner     Partner       Partner
environment required by the Partner
     Updating transferred security patches in the Partner technology    Orbitall   Orbitall     Orbitall    Partner       Partner
environment
     Updating new security patches in the Partner technology            Partner    Partner      Partner     Partner       Partner
environment

ACCESS TO PARTNER SERVERS
     User Administration & Management                                   Partner    Partner      Partner     Partner       Partner
     Policy Administration & Management                                 Partner    Partner      Partner     Partner       Partner
     Help Desk - Level 2                                                Partner    Partner      Partner     Partner       Partner

E-MAIL
     Administration & Management of e-mail HW & SW                      Partner    Partner      Partner     Partner       Partner
     Acquisition of hardware & software                                 Partner    Partner      Partner     Partner       Partner
     Help Desk - Level 2                                                Partner    Partner      Partner     Partner       Partner

ADMINISTRATION OF PROFILES & ACCESSES
     Provide access to the mainframe environment                        Orbitall   Orbitall     Orbitall    Orbitall      Orbitall
</TABLE>

                                      B-17
<PAGE>

<TABLE>
<S>                                                                     <C>        <C>          <C>         <C>           <C>
     Provide access to the local network environment                    Orbitall   Orbitall     Orbitall    Partner       Partner
     Provide access to the Orbitall Intranet environment (password      Orbitall   Orbitall     Orbitall    Partner       Partner
recovery system)
     Provide access to Attendance Applications (CW & Siebel)            Orbitall   Orbitall     Orbitall    Orbitall      Orbitall
     Provide access to Partner Corporate applications                   Partner    Partner      Partner     Partner       Partner

PARTNER SERVERS
     Administration / management of transferred server software         Partner    Partner      Partner     Partner       Partner
     Administration / management of new server HW/SW                    Partner    Partner      Partner     Partner       Partner
     Acquisition of new HW & SW                                         Partner    Partner      Partner     Partner       Partner
     Updating anti-virus system on transferred and new servers          Orbitall   Orbitall     Orbitall    Partner       Partner

MICRO INFORMATION TECHNOLOGY
     Acquisition of new HW & SW                                         Partner    Partner      Partner     Partner       Partner
     Administration / management of transferred micros (HW & SW)        Partner    Partner      Partner     Partner       Partner
     Administration / management of new micros (HW & SW)                Partner    Partner      Partner     Partner       Partner
     Distribution of application software                               Orbitall   Orbitall     Orbitall    Partner       Partner
     Updating anti-virus system at the transferred & new stations       Orbitall   Orbitall     Orbitall    Partner       Partner
     HW & SW inventories                                                Partner    Partner      Partner     Partner       Partner
     Ratification of HW & SW                                            Orbitall   Orbitall     Orbitall    Partner       Partner
     Printer management                                                 Partner    Partner      Partner     Partner       Partner

PRODUCTION
     Management of routines                                             Orbitall   Orbitall     Orbitall    Partner       Partner

APPLICATIONS
IVR
     Specifies Call Flow                                                Orbitall   Orbitall     Orbitall    Orbitall      Orbitall
     Send Call Flow & specification for budget                          Orbitall   Orbitall     Orbitall    Orbitall      Orbitall
     Pre-assessment for Call Flow impacts                               Orbitall   Orbitall     Orbitall    Orbitall      Orbitall
     Call Flow budget                                                   Orbitall   Orbitall     Orbitall    Orbitall      Orbitall
     Call Flow development                                              Orbitall   Orbitall     Orbitall    Orbitall      Orbitall
     Call Flow Trial & Ratification                                     Orbitall   Orbitall     Orbitall    Orbitall      Orbitall
     Implementation of Call Flow                                        Orbitall   Orbitall     Orbitall    Partner       Partner
     Formal acceptance of Call Flow                                     Orbitall   Orbitall     Orbitall    Orbitall      Orbitall
     Software Maintenance & Support (Phraseology & Accesses)            Orbitall   Orbitall     Orbitall    Orbitall      Orbitall
     Monitoring, Maintenance & Support - Basic HW & SW                  Partner    Partner      Partner     Partner       Partner
     IVR documentation                                                  Partner    Partner      Partner     Partner       Partner
     IVR forecast                                                       Orbitall   Orbitall     Orbitall    Orbitall      Orbitall
     Port expansion & implementaton                                     Partner    Partner      Partner     Partner       Partner
     Creating Mainframe terminals for new ports                         Orbitall   Orbitall     Orbitall    Orbitall      Orbitall
     Providing production environment                                   Partner    Partner      Partner     Partner       Partner
     Providing IVR reports on volumes & performance                     Partner    Partner      Partner     Partner       Partner

CW - ATTENDANCE FRONT-END
     Request for modifications                                          Orbitall   Orbitall     Orbitall    Orbitall      Orbitall
     Budget                                                             Orbitall   Orbitall     Orbitall    Orbitall      Orbitall
     Implement requested alteration                                     Orbitall   Orbitall     Orbitall    Orbitall      Orbitall
     Environment made available for trial                               Orbitall   Orbitall     Orbitall    Orbitall      Orbitall
     Trial & Ratification                                               Orbitall   Orbitall     Orbitall    Orbitall      Orbitall
     Production environment available                                   Orbitall   Orbitall     Orbitall    Partner       Partner

CTI
     Modification of Genesys configuration                              Orbitall   Orbitall     Orbitall    Orbitall      Orbitall
     Modification of non-Genesys CTI configuration                      Partner    Partner      Partner     Partner       Partner
     Agents configuration (alteration to operator skills &              Orbitall   Orbitall     Orbitall    Partner       Partner
registrations)
     Other configurations in the Genesys environment                    Orbitall   Orbitall     Orbitall    Orbitall      Orbitall
     Definition of routing strategies                                   Orbitall   Orbitall     Orbitall    Orbitall      Orbitall
     Trial & Ratification of routing strategies                         Orbitall   Orbitall     Orbitall    Orbitall      Orbitall
     Implementation of routing strategies                               Orbitall   Partner      Partner     Partner       Partner
</TABLE>

                                      B-18
<PAGE>

<TABLE>
<S>                                                                     <C>        <C>          <C>         <C>           <C>
     Local production environment available                             Partner    Partner      Partner     Partner       Partner
     Enterprise production environment available                        Orbitall   Orbitall     Orbitall    Orbitall      Orbitall
     Genesys capacity licenses                                          Orbitall   Orbitall     Orbitall    Orbitall      Orbitall

RECORDING CALLS
     Definition of call recording criteria                              Orbitall   Orbitall     Orbitall    Orbitall      Orbitall
     Definition of tape recovery criteria                               Orbitall   Orbitall     Orbitall    Orbitall      Orbitall
     On-line storage                                                    Partner    Partner      Partner     Partner       Partner
     Off-line storage                                                   Partner    Partner      Partner     Partner       Partner
     Definition of quality recording policies                           Orbitall   Orbitall     Orbitall    Orbitall      Orbitall
     Maintenance & support                                              Partner    Partner      Partner     Partner       Partner
     Implementation & expansion of recording system                     Partner    Partner      Partner     Partner       Partner
     Availability of recording environment                              Partner    Partner      Partner     Partner       Partner

CORPORATE TELEPHONY
     Availability of local tariff-charging system                       Partner    Partner      Partner     Partner       Partner
     Management of tariff-charging system                               Partner    Partner      Partner     Partner       Partner
     Management of local telephony system                               Partner    Partner      Partner     Partner       Partner

TELECOM / VOICE LABORATORY
     Availability of equipment                                             n/a         n/a         n/a           n/a           n/a
     Supply of Genesys / Siebel licenses                                   n/a         n/a         n/a           n/a           n/a

LOGICAL & PHYSICAL SECURIT
     Manage configurations, problems & changes in the Call Center       Orbitall   Orbitall     Orbitall    Partner       Partner
environment
     Manage & store event records in the Orbitall environment for       Orbitall   Orbitall     Orbitall    Partner       Partner
auditing purposes

POLICIES & PROCEDURES
     Manage system access profile                                       Orbitall   Orbitall     Orbitall    Orbitall      Orbitall
     Define system access profile procedure                             Orbitall   Orbitall     Orbitall    Orbitall      Orbitall
</TABLE>

                                      B-19
<PAGE>

                                    ANNEX III
                               PRICES OF SERVICES

      PARTIES: ORBITALL Servicos e Processamento de Informacoes Comerciais Ltda.
               ("ORBITALL")

               Inovacao Contact Center Services de Contatos Telefonicos Ltda.,
               ("PARTNER")

This document constitutes an integral part of the Service Agreement signed by
ORBITALL and PARTNER.

1. PRICES STRUCTURE

The prices of the Services are applicable to the Regime (Agreement Duration)
Period. For the Initial Transition Period, the increase factors are applicable
to the prices, as stipulated in item 1.4 below.

The prices presented in this Annex are quoted on a unit basis, divided up
according to the site from which they will be rendered. The Price Matrix
presented in this document will be used as a reference for the prices applicable
to Modifications and New Projects to be developed during the Agreement by the
PARTNER.

1.1 PRICE MATRIX FOR ASSISTED ATTENDANCE

The price for Assisted Attendance* for inbound calls during the Regime
(Agreement Duration) Period is based on five variables:

      -     Operator level: price given for four operator categories: Operator
            Level I, Operator Level II, Operator Level III, Operator Level IV,
            as presented in details in the following tables:

                   AMOUNT SPENT PER EMPLOYEE (R$) - SAO PAULO

<TABLE>
<CAPTION>
Description                  Attend I   Attend II       Attend III    Attend IV       Frequency         Eligibility
-----------                  --------   ---------       ----------    ---------       ---------      -------------------
<S>                          <C>        <C>             <C>           <C>             <C>            <C>
Nominal Wage                 [*****]     [*****]         [*****]       [*****]         Monthly               All

Medical Aid                  [*****]     [*****]         [*****]       [*****]         Monthly               All

Dental Aid                   [*****]     [*****]         [*****]       [*****]            -

Meals (R$ 2.10 x 26)         [*****]     [*****]         [*****]       [*****]         Monthly          4 and 6 hours

Transportation Voucher       [*****]     [*****]         [*****]       [*****]         Monthly               All

Day-Care Center Allowance    [*****]     [*****]         [*****]       [*****]         Monthly       Women with children
                                                                                                      Turnover up to one
                                                                                                           year old

Life Insurance               [*****]     [*****]         [*****]       [*****]         Monthly               All
</TABLE>

                                      C-1
<PAGE>

                                    ANNEX III
                               PRICES OF SERVICES

AMOUNT SPENT PER EMPLOYEE (R$) SALVADOR

<TABLE>
<CAPTION>
DESCRIPTION                    Attend I       Attend II    Attend III      Attend IV        Frequency           Eligibility
---------------------------    --------       ---------    ----------      ---------        ---------           -----------
<S>                            <C>            <C>          <C>             <C>              <C>               <C>
Nominal Wage                   [*****]         [*****]       [*****]        [*****]          Monthly          All

Medical Aid                    [*****]         [*****]       [*****]        [*****]          Monthly          All

Dental Aid                     [*****]         [*****]       [*****]        [*****]          -                -

Meals (R$ 2.10 x 26)           [*****]         [*****]       [*****]        [*****]          Monthly          4 and 6 hours

Transportation Voucher         [*****]         [*****]       [*****]        [*****]          Monthly          All

Day-Car Center Allowance       [*****]         [*****]       [*****]        [*****]          Monthly          Women with children
                                                                                                              Turnover up to one
                                                                                                              year old

Life Insurance                 [*****]         [*****]       [*****]        [*****]          Monthly          All
</TABLE>

      -     Service or Operation Level: price given at three TSF Levels (85:20 -
            85% of the calls answered within Turnover up to 20 seconds; 80:25 -
            80% of the calls answered within Turnover up to 25; 70:30 - 70% of
            the calls answered within Turnover up to 30 seconds).

      -     Turnover for Operation: price given in two ranges (Turnover up to
            2.5% per month and Turnover up to 3.5% per month).

      -     Monthly Average Call Volume: price given in three ranges **
            (operations with monthly average of Turnover up to 50,000 calls;
            operations with monthly average of Turnover up to 250,000 calls; and
            operations with monthly average of more than 250,000 calls).

      -     Average Response Time (TMA): price given in three ranges (calls with
            average time of Turnover up to 90 seconds; calls with average time
            of 90 to 150 seconds; and calls with average time of 90 to 250
            seconds).

      -     Control Span: price given in three ranges for the
            supervisor/operator ratio (1/12; 1/18 and 1/24).

* Calls effectively answered.

* * The same price will be applied to the Services (e.g.: response line-ups)
with volumes within the respective ranges.

The benchmark prices are always the ceiling for the range in question.
Consequently, they are taken as the cap price for the Service covered by the
range in question.

Each cell in the spreadsheets presented at the end of this Annex corresponds to
the unit Prices per Call answered or per minute spoken for operation under the
conditions established by the criteria defining the cell.

                                      C-2
<PAGE>

                                    ANNEX III
                               PRICES OF SERVICES

1.2 AUDIBLE RESPONSE UNIT USE PRICES

There are two prices for calls answered through the Audible Response Unit (ARU):

      a)    Prices per Call answered through the Audible Response Unit (ARU).

      b)    Price per minute of traffic within the Audible Response Unit (ARU)
            "tree".

The price of each call effectively answered through the Audible Response Unit
(ARU) will be calculated on the basis of the sum of two portions: the Prices per
Call added to the price per traffic minutes multiplied by the number of minutes
to one decimal place, as shown in the following table.

<TABLE>
<CAPTION>
ITEM                             PRICE (R$)
---------------                  ----------
<S>                              <C>
Prices per Call                   [*****]

Price per minute                  [*****]
</TABLE>

1.3 PRICE PER ATTENDANT POSITION

The prices for making an Attendant Position available are divided into three
types:

      a) "Dry" Attendant Position (on operator) provided at the ORBITALL
      facilities.

      b) "Dry" Attendant Position (no operator) provided at the PARTNER
      facilities.

      c) "Inbound" Attendant Position (with operator) provided at the PARTNER
      facilities. The prices refer to the four operator remunerator levels as
      described in item 1.1 Price Matrix per Assisted Attendance.

      d) "Outbound" attendant position with operator for telemarketing, provided
      at the facilities of the PARTNER. The prices refer to the four operator
      remuneration categories, as described in item 1.1 Price Matrix per
      Assisted Attendance.

      e) "Outbound" attendant position with operator and predictive dialer,
      provided at the facilities of the PARTNER. The prices refer to the four
      operator remuneration categories, as described in item 1.1 Price Matrix
      per Assisted Attendance.

The first type (Dry operator position at the ORBITALL facilities) does not refer
to the Initial Transition Period, when the PARTNER may be operating at the
current ORBITALL facilities. This type refers to the situation where ORBITALL
contracts only the workstation and manages an operation at its own facilities.

                                      C-3
<PAGE>

                                    ANNEX III
                               PRICES OF SERVICES

                       PRICE PER ATTENDANT POSITION (R$)

<TABLE>
<CAPTION>
                                                                      SCENARIO
     ITEM                                  SP                            BA
     ----                                  --                            --
<S>                                      <C>                           <C>
Dry AP at Orbitall                       [*****]                       [*****]

Dry AP at Contax                         [*****]                       [*****]

Inbound AP Opt                           [*****]                       [*****]

Inbound AP Opt                           [*****]                       [*****]

Inbound AP Op 3                          [*****]                       [*****]

Inbound AP Op 4                          [*****]                       [*****]

Outbound AP Opt                          [*****]                       [*****]

Outbound  AP Op 2                        [*****]                       [*****]

Outbound AP Op 3                         [*****]                       [*****]

Outbound AP Op 4                         [*****]                       [*****]

Outbound AP Dial-up Op 1                 [*****]                       [*****]

Outbound AP Dial-up Op 2                 [*****]                       [*****]

Outbound AP Dial-up Op 3                 [*****]                       [*****]

Outbound AP Dial-up Op 4                 [*****]                       [*****]

</TABLE>

1.4 INCREASE FACTORS

A price increase scheme is presented below for the Initial Transition Period.
Through this scheme, part of the PARTNER investments will be financed through
the acceptance of the increased prices by ORBITALL. These factors are presented
in the following table.

                  PRICE INCREASE FACTOR FOR AGREEMENT DURATION

<TABLE>
<CAPTION>
    Site                  1st Quarter          2nd Quarter              3rd Quarter         4th Quarter
    ----                  -----------          -----------              -----------         -----------
<S>                       <C>                  <C>                      <C>                 <C>
RJ ORBITALL                [*****]               [*****]                 [*****]               [*****]

SALVADOR ORBITALL          [*****]               [*****]                 [*****]               [*****]

SP ORBITALL                [*****]               [*****]                 [*****]               [*****]

SALVADOR CONTAX            [*****]               [*****]                 [*****]               [*****]

SP CONTAX                  [*****]               [*****]                 [*****]               [*****]
</TABLE>

The increase factors are used to multiply the assisted attendance and Audible
Response Unit (ARU) prices for the four quarters of the first year of the
Contract, by each of the locations of the respective operations.

The increase factors stipulated in this Clause 1.4 will be applied subsequent to
the application of the adjustment factors by the total value of the Services
Remuneration stipulated in Clause 1.5. below.

                                      C-4
<PAGE>

                                    ANNEX III
                               PRICES OF SERVICES

After the second year of the Agreement, the increase prices stipulated in this
Clause 1.4 automatically cease to be applicable.

1.5 ADJUSTMENT FACTORS BY TOTAL VALUE OF THE SERVICES REMUNERATION PER MONTH

Services prices take into consideration the benchmark threshold for the Services
Remuneration equivalent to [*****].

If the Services Remuneration for a specific month is higher or lower than the
above-mentioned benchmark threshold, new prices will be applied for the
Services. In order to calculate the new prices, the following mechanism is
applied:

      (a)   The Services Remuneration will be calculated by the multiplying the
            applicable unit prices by the volume of the Services effectively
            rendered;

      (b)   The total value of the Services Remuneration for a given month will
            be compared to the benchmark threshold of [*****];

      (c)   The Services Remuneration will be classified in compliance with the
            following table, in order to obtain the applicable adjustment
            factor;

      (d)   Each of the unit prices constituting the Services Remuneration will
            be multiplied by the adjustment factor applicable thereto;

      (e)   The new sum of the unit prices, duly restated and multiplied by the
            volume of the Services effectively rendered, will be the total value
            of the Services Remuneration for the month in question;

<TABLE>
<CAPTION>
  TOTAL REVENUES - SERVICES REMUNERATION                    ADJUSTMENT FACTOR
  --------------------------------------                    -----------------
<S>                                                         <C>
Value below 20% of the benchmark threshold                       [*****]

Value below 40% of the benchmark threshold                       [*****]

Value below 60% of the benchmark threshold                       [*****]

Value below 80% of the benchmark threshold                       [*****]

Value at 80% - 125% of the benchmark threshold                   [*****]

Value above  125% of the benchmark threshold                     [*****]

Value above  150% of the benchmark threshold                     [*****]

Value above 175% of the benchmark threshold                      [*****]

Value above  200% of the benchmark threshold                     [*****]
 </TABLE>

                                      C-5
<PAGE>

                                    ANNEX III
                               PRICES OF SERVICES

In order to avoid any doubts the unit prices for the Services on the invoices to
be issued by the PARTNER will correspond to the prices resulting from applying
the adjustment factor as stipulated in item (d) above.

1.6 PRICE RESTATEMENT

      The value added through gains in productivity, fine-tuning management
      processes or any other benefits will be analyzed and negotiated on the
      basis of the established partnership model, whereby each of the PARTIES
      may be compensated in proportion to the contribution thereof.

      On an annual basis, PARTIES will restate the Services Prices and will
      establish the percentage to be applied for such restatement through common
      agreement, taking into account but not limited to the repercussions of
      alterations on the market, wage restatements granted on a friendly basis
      to the labor-force or through collective bargaining agreements, and
      foreign exchange variations on the infrastructure cost. Should the
      applicable legislation allow prices to be restated over a shorter period
      of time, the PARTIES will negotiate the price restatement in order to
      maintain the economic and financial balance of the Agreement.

      Without adversely affecting the provisions in the previous items, the
      proposed restatement should include a reconstitute of the value on an
      item-by-item basis in compliance with the price list presented in this
      Annex, as well as the respective impacts thereof on the monthly overall
      value of the Agreement.

      Particularly with regard to the wage restatement item arising from direct
      negotiation or the legal collective bargaining process mentioned above,
      the PARTIES hereby establish that, at the time of the restatement, they
      will negotiate the wage restatement index to be applied immediately, in
      order to maintain the economic and financial balance of the Contract.

      Should any taxes be introduced or eliminated, or in case of any increase
      of decrease in those already falling and covered in the prices presented
      by the PARTNER, the PARTIES will reach at any time the understandings
      required to maintain the financial balance of the contractual
      relationship.

Taxes and other fiscal charges owed under the Agreement are the sole
responsibility of the taxpayer as defined under Brazilian Tax Law, other than
for the PIS and COFINS mandatory profit-sharing schemes and the levies paid to
the National Social Security Institute (INSS) already included in the applicable
prices.

                                      C-6
<PAGE>

                                    ANNEX III
                               PRICES OF SERVICES

PRICES PER CALL ANSWERED FOR SAO PAULO SITE (R$)

<TABLE>
<CAPTION>
Prices (CALL) for operations   Service Level 85/20              Service Level 80/25           Service Level 70/30
with VOLUME of Turnover up to
50 M Calls (monthly average)
                                 Op      Op     Op      Op       Op     Op      Op    Op       Op         Op         Op       Op
                                Level   Level  Level   Level    Level  Level   Level Level    Level      Level      Level    Level
                                  I      II     III     IV        I      II     III    IV       I          II        III       IV
                                -----   -----  -----   -----    -----  -----   ------ ----    -----      -----      -----    -----
<S>        <C>    <C>          <C>     <C>     <C>     <C>      <C>    <C>     <C>    <C>     <C>        <C>        <C>     <C>
Control
Span 1/12   AAT   Turnover up  [*****] [*****] [*****] [*****]  [*****][*****] [*****][*****]  [*****]    [*****]   [*****] [*****]
             up   to 2.5
           to 90

                  Turnover up  [*****] [*****] [*****] [*****]  [*****][*****] [*****][*****]  [*****]    [*****]   [*****] [*****]
                  to 3.5

            AAT   Turnover up  [*****] [*****] [*****] [*****]  [*****][*****] [*****][*****]  [*****]    [*****]   [*****] [*****]
             91   to 2.5
            -150

                  Turnover up  [*****] [*****] [*****] [*****]  [*****][*****] [*****][*****]  [*****]    [*****]   [*****] [*****]
                  to 3.5

            AAT   Turnover up  [*****] [*****] [*****] [*****]  [*****][*****] [*****][*****]  [*****]    [*****]   [*****] [*****]
             up   to 2.5
           to 250

                  Turnover up  [*****] [*****] [*****] [*****]  [*****][*****] [*****][*****]  [*****]    [*****]   [*****] [*****]
                  to 3.5

            AAT   Turnover up  [*****] [*****] [*****] [*****]  [*****][*****] [*****][*****]  [*****]    [*****]   [*****] [*****]
            over  to 2.5
            250

                  Turnover up  [*****] [*****] [*****] [*****]  [*****][*****] [*****][*****]  [*****]    [*****]   [*****] [*****]
                  to 3.5

Control     AAT   Turnover up  [*****] [*****] [*****] [*****]  [*****][*****] [*****][*****]  [*****]    [*****]   [*****] [*****]
Span 118     up   to 2.5
           to 90

                  Turnover up  [*****] [*****] [*****] [*****]  [*****][*****] [*****][*****]  [*****]    [*****]   [*****] [*****]
                  to 3.5

            AAT   Turnover up  [*****] [*****] [*****] [*****]  [*****][*****] [*****][*****]  [*****]    [*****]   [*****] [*****]
             91   to 2.5
            -150

                  Turnover up  [*****] [*****] [*****] [*****]  [*****][*****] [*****][*****]  [*****]    [*****]   [*****] [*****]
                  to 3.5

            AAT   Turnover up  [*****] [*****] [*****] [*****]  [*****][*****] [*****][*****]  [*****]    [*****]   [*****] [*****]
             up   to 2.5
           to 250

                  Turnover up  [*****] [*****] [*****] [*****]  [*****][*****] [*****][*****]  [*****]    [*****]   [*****] [*****]
                  to 3.5

            AAT   Turnover up  [*****] [*****] [*****] [*****]  [*****][*****] [*****][*****]  [*****]    [*****]   [*****] [*****]
            over  to 2.5
            250

                  Turnover up  [*****] [*****] [*****] [*****]  [*****][*****] [*****][*****]  [*****]    [*****]   [*****] [*****]
                  to 3.5

Control     AAT   Turnover up  [*****] [*****] [*****] [*****]  [*****][*****] [*****][*****]  [*****]    [*****]   [*****] [*****]
Span 1/24    up   to 2.5
           to 90

                  Turnover up  [*****] [*****] [*****] [*****]  [*****][*****] [*****][*****]  [*****]    [*****]   [*****] [*****]
                  to 3.5

            AAT   Turnover up  [*****] [*****] [*****] [*****]  [*****][*****] [*****][*****]  [*****]    [*****]   [*****] [*****]
             91   to 2.5
            -150

                  Turnover up  [*****] [*****] [*****] [*****]  [*****][*****] [*****][*****]  [*****]    [*****]   [*****] [*****]
                  to 3.5

            AAT   Turnover up  [*****] [*****] [*****] [*****]  [*****][*****] [*****][*****]  [*****]    [*****]   [*****] [*****]
             up   to 2.5
           to 250

                  Turnover up  [*****] [*****] [*****] [*****]  [*****][*****] [*****][*****]  [*****]    [*****]   [*****] [*****]
                  to 3.5

            AAT   Turnover up  [*****] [*****] [*****] [*****]  [*****][*****] [*****][*****]  [*****]    [*****]   [*****] [*****]
            over  to 2.5
            250

                  Turnover up  [*****] [*****] [*****] [*****]  [*****][*****] [*****][*****]  [*****]    [*****]   [*****] [*****]
                  to 3.5
</TABLE>

                                       C-7
<PAGE>
                                    ANNEX III
                               PRICES OF SERVICES

<TABLE>
<CAPTION>
Prices (CALL) for operations   Service Level 85/20             Service Level 80/25                Service Level 70/30
with VOLUME of Turnover up to
250 M Calls (monthly average)
                                 Op      Op     Op      Op      Op       Op      Op     Op         Op         Op      Op      Op
                                Level   Level  Level   Level   Level    Level   Level  Level      Level      Level   Level   Level
                                  I      II     III     IV       I       II      III    IV          I         II      III     IV
                                -----   -----  -----   -----   -----    -----   ------  ----      -----      -----   -----   -----
<S>        <C>    <C>          <C>     <C>     <C>     <C>     <C>      <C>     <C>     <C>       <C>        <C>     <C>     <C>
Control     AAT   Turnover     [*****] [*****] [*****] [*****] [*****]  [*****] [*****] [*****]   [*****]    [*****] [*****] [*****]
Span 1/12    up   up to 2.5
           to 90

                  Turnover up  [*****] [*****] [*****] [*****] [*****]  [*****] [*****] [*****]   [*****]    [*****] [*****] [*****]
                  to 3.5

            AAT   Turnover up  [*****] [*****] [*****] [*****] [*****]  [*****] [*****] [*****]   [*****]    [*****] [*****] [*****]
             91   to 2.5
            -150

                  Turnover up  [*****] [*****] [*****] [*****] [*****]  [*****] [*****] [*****]   [*****]    [*****] [*****] [*****]
                  to 3.5

            AAT   Turnover up  [*****] [*****] [*****] [*****] [*****]  [*****] [*****] [*****]   [*****]    [*****] [*****] [*****]
             up   to 2.5
           to 250

                  Turnover up  [*****] [*****] [*****] [*****] [*****]  [*****] [*****] [*****]   [*****]    [*****] [*****] [*****]
                  to 3.5

            AAT   Turnover up  [*****] [*****] [*****] [*****] [*****]  [*****] [*****] [*****]   [*****]    [*****] [*****] [*****]
            over  to 2.5
            250

                  Turnover up  [*****] [*****] [*****] [*****] [*****]  [*****] [*****] [*****]   [*****]    [*****] [*****] [*****]
                  to 3.5

Control     AAT   Turnover up  [*****] [*****] [*****] [*****] [*****]  [*****] [*****] [*****]   [*****]    [*****] [*****] [*****]
Span 1/18    up   to 2.5
           to 90

                  Turnover up  [*****] [*****] [*****] [*****] [*****]  [*****] [*****] [*****]   [*****]    [*****] [*****] [*****]
                  to 3.5

            AAT   Turnover up  [*****] [*****] [*****] [*****] [*****]  [*****] [*****] [*****]   [*****]    [*****] [*****] [*****]
             91   to 2.5
            -150

                  Turnover up  [*****] [*****] [*****] [*****] [*****]  [*****] [*****] [*****]   [*****]    [*****] [*****] [*****]
                  to 3.5

            AAT   Turnover up  [*****] [*****] [*****] [*****] [*****]  [*****] [*****] [*****]   [*****]    [*****] [*****] [*****]
             up   to 2.5
           to 250

                  Turnover up  [*****] [*****] [*****] [*****] [*****]  [*****] [*****] [*****]   [*****]    [*****] [*****] [*****]
                  to 3.5

            AAT   Turnover up  [*****] [*****] [*****] [*****] [*****]  [*****] [*****] [*****]   [*****]    [*****] [*****] [*****]
            over  to 2.5
            250

                  Turnover up  [*****] [*****] [*****] [*****] [*****]  [*****] [*****] [*****]   [*****]    [*****] [*****] [*****]
                  to 3.5

Control     AAT   Turnover up  [*****] [*****] [*****] [*****] [*****]  [*****] [*****] [*****]   [*****]    [*****] [*****] [*****]
Span 1/24   up    to 2.5
           t o 90

                  Turnover up  [*****] [*****] [*****] [*****] [*****]  [*****] [*****] [*****]   [*****]    [*****] [*****] [*****]
                  to 3.5

            AAT   Turnover up  [*****] [*****] [*****] [*****] [*****]  [*****] [*****] [*****]   [*****]    [*****] [*****] [*****]
             91   to 2.5
            -150

                  Turnover up  [*****] [*****] [*****] [*****] [*****]  [*****] [*****] [*****]   [*****]    [*****] [*****] [*****]
                  to 3.5

            AAT   Turnover up  [*****] [*****] [*****] [*****] [*****]  [*****] [*****] [*****]   [*****]    [*****] [*****] [*****]
             up   to 2.5
           to 250

                  Turnover up  [*****] [*****] [*****] [*****] [*****]  [*****] [*****] [*****]   [*****]    [*****] [*****] [*****]
                  to 3.5

            AAT   Turnover up  [*****] [*****] [*****] [*****] [*****]  [*****] [*****] [*****]   [*****]    [*****] [*****] [*****]
            over  to 2.5
            250

                  Turnover up  [*****] [*****] [*****] [*****] [*****]  [*****] [*****] [*****]   [*****]    [*****] [*****] [*****]
                  to 3.5
</TABLE>

                                      C-8
<PAGE>
                                    ANNEX III
                               PRICES OF SERVICES

<TABLE>
<CAPTION>
Prices (CALL) for operations   Service Level 85/20            Service Level 80/25             Service 70/30
with VOLUME of Turnover up to
250 M Calls (monthly average)
                                Op     Op      Op      Op      Op       Op     Op       Op      Op      Op        Op        Op
                               Level  Level   Level   Level   Level   Level   Level   Level    Level   Level     Level     Level
                                 I     II      III     IV       I       II     III      IV       I      II        III       IV
                               -----  -----   -----   -----   -----   ------  ------  ------  ------- -------   -------   -------
<S>        <C>    <C>         <C>     <C>     <C>     <C>     <C>     <C>     <C>     <C>     <C>     <C>       <C>       <C>
Control     AAT   Turnover    [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****]   [*****]   [*****]
Span 1/12    up   up to 2.5
           to 90

                  Turnover    [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****]   [*****]   [*****]
                  up to 3.5

            AAT   Turnover    [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****]   [*****]   [*****]
             91   up to 2.5
            -150

                  Turnover    [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****]   [*****]   [*****]
                  up to 3.5

            AAT   Turnover    [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****]   [*****]   [*****]
             up   up to 2.5
           to 250

                  Turnover    [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****]   [*****]   [*****]
                  up to 3.5

            AAT   Turnover    [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****]   [*****]   [*****]
            over  up to 2.5
            250

                  Turnover    [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****]   [*****]   [*****]
                  up to 3.5

Control     AAT   Turnover    [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****]   [*****]   [*****]
Span 1/18    up   up to 2.5
           to 90

                  Turnover    [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****]   [*****]   [*****]
                  up to 3.5

            AAT   Turnover    [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****]   [*****]   [*****]
             91   up to 2.5
            -150

                  Turnover    [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****]   [*****]   [*****]
                  up to 3.5

            AAT   Turnover    [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****]   [*****]   [*****]
             up   up to 2.5
           to 250

                  Turnover    [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****]   [*****]   [*****]
                  up to 3.5

            AAT   Turnover    [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****]   [*****]   [*****]
            over  up to 2.5
            250

                  Turnover    [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****]   [*****]   [*****]
                  up to 3.5

Control     AAT   Turnover    [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****]   [*****]   [*****]
Span 1/24    up   up to 2.5
           to 90

                  Turnover    [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****]   [*****]   [*****]
                  up to 3.5

            AAT   Turnover    [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****]   [*****]   [*****]
             91   up to 2.5
            -150

                  Turnover    [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****]   [*****]   [*****]   [*****]
                  up to 3.5

            AAT   Turnover    [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****]   [*****]   [*****]   [*****]
             up   up to 2.5
           to 250

                  Turnover    [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****]   [*****]   [*****]   [*****]
                  up to 3.5

            AAT   Turnover    [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****]   [*****]   [*****]   [*****]
            over  up to 2.5
            250

                  Turnover    [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****] [*****]   [*****]   [*****]   [*****]
                  up to 3.5
</TABLE>

                                      C-9
<PAGE>
                                    ANNEX III
                               PRICES OF SERVICES

PRICES PER CALL ANSWERED FOR SALVADOR SITE (R$)

<TABLE>
<CAPTION>
   Prices (CALL) for        Service Level 85/20              Service Level 80/25              Service Level 70/30
operations with VOLUME
of Turnover up to 50 M
Calls (monthly average)
                              Op      Op       Op      Op      Op      Op      Op      Op       Op      Op       Op        Op
                            Level    Level    Level   Level   Level   Level   Level   Level    Level   Level    Level     Level
                              I       II       III     IV       I      II      III     IV        I      II       III       IV
                            ------  -------  ------- ------- ------- ------- ------- -------  ------- -------  -------   -------
<S>       <C>    <C>        <C>     <C>      <C>     <C>     <C>     <C>     <C>     <C>      <C>     <C>      <C>       <C>
Control    AAT   Turnover   [*****] [*****]  [*****] [*****] [*****] [*****] [*****] [*****]  [*****] [*****]  [*****]   [*****]
Span 1/12   up   up to 2.5
          to 90

                 Turnover   [*****] [*****]  [*****] [*****] [*****] [*****] [*****] [*****]  [*****] [*****]  [*****]   [*****]
                 up to 3.5

           AAT   Turnover   [*****] [*****]  [*****] [*****] [*****] [*****] [*****] [*****]  [*****] [*****]  [*****]   [*****]
            91   up to 2.5
           -150

                 Turnover   [*****] [*****]  [*****] [*****] [*****] [*****] [*****] [*****]  [*****] [*****]  [*****]   [*****]
                 up to 3.5

           AAT   Turnover   [*****] [*****]  [*****] [*****] [*****] [*****] [*****] [*****]  [*****] [*****]  [*****]   [*****]
            up   up to 2.5
          to 250

                 Turnover   [*****] [*****]  [*****] [*****] [*****] [*****] [*****] [*****]  [*****] [*****]  [*****]   [*****]
                 up to 3.5

           AAT   Turnover   [*****] [*****]  [*****] [*****] [*****] [*****] [*****] [*****]  [*****] [*****]  [*****]   [*****]
           over  up to 2.5
           250

                 Turnover   [*****] [*****]  [*****] [*****] [*****] [*****] [*****] [*****]  [*****] [*****]  [*****]   [*****]
                 up to 3.5

Control    AAT   Turnover   [*****] [*****]  [*****] [*****] [*****] [*****] [*****] [*****]  [*****] [*****]  [*****]   [*****]
Span 1/18   up   up to 2.5
          to 90

                 Turnover   [*****] [*****]  [*****] [*****] [*****] [*****] [*****] [*****]  [*****] [*****]  [*****]   [*****]
                 up to 3.5

           AAT   Turnover   [*****] [*****]  [*****] [*****] [*****] [*****] [*****] [*****]  [*****] [*****]  [*****]   [*****]
            91   up to 2.5
           -150

                 Turnover   [*****] [*****]  [*****] [*****] [*****] [*****] [*****] [*****]  [*****] [*****]  [*****]   [*****]
                 up to 3.5

           AAT   Turnover   [*****] [*****]  [*****] [*****] [*****] [*****] [*****] [*****]  [*****] [*****]  [*****]   [*****]
            up   up to 2.5
          to 250

                 Turnover   [*****] [*****]  [*****] [*****] [*****] [*****] [*****] [*****]  [*****] [*****]  [*****]   [*****]
                 up to 3.5

           AAT   Turnover   [*****] [*****]  [*****] [*****] [*****] [*****] [*****] [*****]  [*****] [*****]  [*****]   [*****]
           over  up to 2.5
           250

                 Turnover   [*****] [*****]  [*****] [*****] [*****] [*****] [*****] [*****]  [*****] [*****]  [*****]   [*****]
                 up to 3.5

Control    AAT   Turnover   [*****] [*****]  [*****] [*****] [*****] [*****] [*****] [*****]  [*****] [*****]  [*****]   [*****]
Span 1/24   up   up to 2.5
          to 90

                 Turnover   [*****] [*****]  [*****] [*****] [*****] [*****] [*****] [*****]  [*****] [*****]  [*****]   [*****]
                 up to 3.5

           AAT   Turnover   [*****] [*****]  [*****] [*****] [*****] [*****] [*****] [*****]  [*****] [*****]  [*****]   [*****]
            91   up to 2.5
           -150

                 Turnover   [*****] [*****]  [*****] [*****] [*****] [*****] [*****] [*****]  [*****] [*****]  [*****]   [*****]
                 up to 3.5

           AAT   Turnover   [*****] [*****]  [*****] [*****] [*****] [*****] [*****] [*****]  [*****] [*****]  [*****]   [*****]
            up   up to 2.5
          to 250

                 Turnover   [*****] [*****]  [*****] [*****] [*****] [*****] [*****] [*****]  [*****] [*****]  [*****]   [*****]
                 up to 3.5

           AAT   Turnover   [*****] [*****]  [*****] [*****] [*****] [*****] [*****] [*****]  [*****] [*****]  [*****]   [*****]
           over  up to 2.5
           250

                 Turnover   [*****] [*****]  [*****] [*****] [*****] [*****] [*****] [*****]  [*****] [*****]  [*****]   [*****]
                 up to 3.5
</TABLE>

                                      C-10
<PAGE>

                                    ANNEX III
                               PRICES OF SERVICES

<TABLE>
<CAPTION>
     Prices (CALL) for operations with
   VOLUME of Turnover up to 250 M Calls    Service Level 85/20                             Service Level 80/25
            (monthly average)              ----------------------------------------------- -----------------------------------
                                           Op Level I Op Level II Op Level III Op Level IV Op Level I Op Level II Op Level III
------------ ---------- ------------------ ---------- ----------- ------------ ----------- ---------- ----------- ------------
<S>          <C>        <C>                <C>        <C>         <C>          <C>         <C>        <C>         <C>
Control Span AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
1/12         up to 90   Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             91 -150    Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             up to 250  Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             over 250   Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]

Control Span AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
1/18         up to 90   Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             91 -150    Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             up to 250  Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             over 250   Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]

Control Span AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
1/24         up to 90   Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             91 -150    Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             up to 250  Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             over 250   Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]

<CAPTION>
     Prices (CALL) for operations with
   VOLUME of Turnover up to 250 M Calls                Service Level 70/30
            (monthly average)              ----------- -----------------------------------------------
                                           Op Level IV Op Level I Op Level II Op Level III Op Level IV
------------ ---------- ------------------ ----------- ---------- ----------- ------------ -----------
<S>          <C>        <C>                <C>         <C>        <C>         <C>          <C>
Control Span AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
1/12         up to 90   Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             91 -150    Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             up to 250  Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             over 250   Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]

Control Span AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
1/18         up to 90   Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             91 -150    Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             up to 250  Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             over 250   Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]

Control Span AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
1/24         up to 90   Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             91 -150    Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             up to 250  Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             over 250   Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
</TABLE>

                                      C-11
<PAGE>

                                    ANNEX III
                               PRICES OF SERVICES

<TABLE>
<CAPTION>
    Prices (CALL) for operations with
      VOLUME of Turnover up to 250 M       Service Level 85/20                             Service Level 80/25
         Calls (monthly average)           ----------------------------------------------- -----------------------------------
                                           Op Level I Op Level II Op Level III Op Level IV Op Level I Op Level II Op Level III
------------ ---------- ------------------ ---------- ----------- ------------ ----------- ---------- ----------- ------------
<S>          <C>        <C>                <C>        <C>         <C>          <C>         <C>        <C>         <C>
Control Span AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
1/12         up to 90   Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             91 -150    Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             up to 250  Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             over 250   Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]

Control Span AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
1/18         up to 90   Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             91 -150    Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             up to 250  Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             over 250   Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]

Control Span AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
1/24         up to 90   Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             91 -150    Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             up to 250  Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             over 250   Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]

<CAPTION>
     Prices (CALL) for operations with
   VOLUME of Turnover up to 250 M Calls                Service Level 70/30
            (monthly average)              ----------- -----------------------------------------------
                                           Op Level IV Op Level I Op Level II Op Level III Op Level IV
------------ ---------- ------------------ ----------- ---------- ----------- ------------ -----------
<S>          <C>        <C>                <C>         <C>        <C>         <C>          <C>
Control Span AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
1/12         up to 90   Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             91 -150    Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             up to 250  Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             over 250   Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]

Control Span AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
1/18         up to 90   Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             91 -150    Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             up to 250  Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             over 250   Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]

Control Span AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
1/24         up to 90   Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             91 -150    Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             up to 250  Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             over 250   Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
</TABLE>

                                      C-12
<PAGE>

                                    ANNEX III
                               PRICES OF SERVICES

PRICES PER MINUTE SPOKEN FOR SAO PAULO SITE (R$)

<TABLE>
<CAPTION>
      Prices (MINUTE SPOKEN) for
operation with VOLUME of Turnover up       Service Level 85/20                             Service Level 80/25
   to 50 M Calls (monthly average)         ----------------------------------------------- -----------------------------------
                                           Op Level I Op Level II Op Level III Op Level IV Op Level I Op Level II Op Level III
------------ ---------- ------------------ ---------- ----------- ------------ ----------- ---------- ----------- ------------
<S>          <C>        <C>                <C>        <C>         <C>          <C>         <C>        <C>         <C>
Control Span AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
1/12         up to 90   Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             91 -150    Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             up to 250  Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             over 250   Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]

Control Span AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
1/18         up to 90   Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             91 -150    Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             up to 250  Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             over 250   Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]

Control Span AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
1/24         up to 90   Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             91 -150    Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             up to 250  Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             over 250   Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]

<CAPTION>
      Prices (MINUTE SPOKEN) for
operation with VOLUME of Turnover up                   Service Level 70/30
   to 50 M Calls (monthly average)         ----------- -----------------------------------------------
                                           Op Level IV Op Level I Op Level II Op Level III Op Level IV
------------ ---------- ------------------ ----------- ---------- ----------- ------------ -----------
<S>          <C>        <C>                <C>         <C>        <C>         <C>          <C>
Control Span AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
1/12         up to 90   Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             91 -150    Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             up to 250  Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             over 250   Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]

Control Span AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
1/18         up to 90   Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             91 -150    Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             up to 250  Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             over 250   Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]

Control Span AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
1/24         up to 90   Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             91 -150    Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             up to 250  Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             over 250   Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
</TABLE>

                                      C-13
<PAGE>

                                    ANNEX III
                               PRICES OF SERVICES

<TABLE>
<CAPTION>
      Prices (MINUTE SPOKEN) for
operation with VOLUME of Turnover up       Service Level 85/20                             Service Level 80/25
   to 250 M Calls (monthly average)        ----------------------------------------------- -----------------------------------
                                           Op Level I Op Level II Op Level III Op Level IV Op Level I Op Level II Op Level III
------------ ---------- ------------------ ---------- ----------- ------------ ----------- ---------- ----------- ------------
<S>          <C>        <C>                <C>        <C>         <C>          <C>         <C>        <C>         <C>
Control Span AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
1/12         up to 90   Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             91 -150    Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             up to 250  Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             over 250   Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]

Control Span AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
1/18         up to 90   Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             91 -150    Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             up to 250  Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             over 250   Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]

0.4965       AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             up to 90   Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             91 -150    Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             up to 250  Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             over 250   Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]

<CAPTION>
      Prices (MINUTE SPOKEN) for
operation with VOLUME of Turnover up                   Service Level 70/30
   to 250 M Calls (monthly average)        ----------- -----------------------------------------------
                                           Op Level IV Op Level I Op Level II Op Level III Op Level IV
------------ ---------- ------------------ ----------- ---------- ----------- ------------ -----------
<S>          <C>        <C>                <C>         <C>        <C>         <C>          <C>
Control Span AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
1/12         up to 90   Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             91 -150    Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             up to 250  Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             over 250   Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]

Control Span AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
1/18         up to 90   Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             91 -150    Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             up to 250  Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             over 250   Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]

0.4965       AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             up to 90   Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             91 -150    Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             up to 250  Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             over 250   Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
</TABLE>

                                      C-14
<PAGE>

                                    ANNEX III
                               PRICES OF SERVICES

<TABLE>
<CAPTION>
      Prices (MINUTE SPOKEN) for
       operation with VOLUME of
      Turnover up to 250 M Calls           Service Level 85/20                             Service Level 80/25
          (monthly average)                ----------------------------------------------- -----------------------------------
                                           Op Level I Op Level II Op Level III Op Level IV Op Level I Op Level II Op Level III
------------ ---------- ------------------ ---------- ----------- ------------ ----------- ---------- ----------- ------------
<S>          <C>        <C>                <C>        <C>         <C>          <C>         <C>        <C>         <C>
Control Span AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
1/12         up to 90   Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             91 -150    Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             up to 250  Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             over 250   Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]

Control Span AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
1/18         up to 90   Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             91 -150    Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             up to 250  Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             over 250   Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]

Control Span AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
1/24         up to 90   Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             91 -150    Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             up to 250  Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             over 250   Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]

<CAPTION>
      Prices (MINUTE SPOKEN) for
       operation with VOLUME of                        Service Level 70/30
      Turnover up to 250 M Calls           ----------- -----------------------------------------------
          (monthly average)                Op Level IV Op Level I Op Level II Op Level III Op Level IV
------------ ---------- ------------------ ----------- ---------- ----------- ------------ -----------
<S>          <C>        <C>                <C>         <C>        <C>         <C>          <C>
Control Span AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
1/12         up to 90   Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             91 -150    Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             up to 250  Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             over 250   Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]

Control Span AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
1/18         up to 90   Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             91 -150    Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             up to 250  Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             over 250   Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
Control Span AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
1/24         up to 90   Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             91 -150    Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             up to 250  Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             over 250   Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
</TABLE>

                                      C-15
<PAGE>

                                    ANNEX III
                               PRICES OF SERVICES

PRICES PER MINUTE SPOKEN FOR SALVADOR SITE (R$)

<TABLE>
<CAPTION>
   Prices (MINUTE SPOKEN) for operation
with VOLUME of Turnover up  to 50 M Calls  Service Level 85/20                             Service Level 80/25
            (monthly average)              ----------------------------------------------- -----------------------------------
                                           Op Level I Op Level II Op Level III Op Level IV Op Level I Op Level II Op Level III
------------ ---------- ------------------ ---------- ----------- ------------ ----------- ---------- ----------- ------------
<S>          <C>        <C>                <C>        <C>         <C>          <C>         <C>        <C>         <C>
Control Span AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
1/12         up to 90   Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             91 -150    Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             up to 250  Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             over 250   Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]

Control Span AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
1/18         up to 90   Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             91 -150    Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             up to 250  Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             over 250   Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]

Control Span AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
1/24         up to 90   Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             91 -150    Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             up to 250  Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             over 250   Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]

<CAPTION>
   Prices (MINUTE SPOKEN) for operation
with VOLUME of Turnover up  to 50 M Calls              Service Level 70/30
            (monthly average)              ----------- -----------------------------------------------
                                           Op Level IV Op Level I Op Level II Op Level III Op Level IV
------------ ---------- ------------------ ----------- ---------- ----------- ------------ -----------
<S>          <C>        <C>                <C>         <C>        <C>         <C>          <C>
Control Span AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
1/12         up to 90   Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             91 -150    Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             up to 250  Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             over 250   Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
Control Span AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
1/18         up to 90   Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             91 -150    Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             up to 250  Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             over 250   Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
Control Span AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
1/24         up to 90   Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             91 -150    Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             up to 250  Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             over 250   Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
</TABLE>

                                      C-16
<PAGE>

                                    ANNEX III
                               PRICES OF SERVICES

<TABLE>
<CAPTION>
   Prices (MINUTE SPOKEN) for operation
   with VOLUME of Turnover up  to 250 M    Service Level 85/20                             Service Level 80/25
         Calls (monthly average)           ----------------------------------------------- -----------------------------------
                                           Op Level I Op Level II Op Level III Op Level IV Op Level I Op Level II Op Level III
------------ ---------- ------------------ ---------- ----------- ------------ ----------- ---------- ----------- ------------
<S>          <C>        <C>                <C>        <C>         <C>          <C>         <C>        <C>         <C>
Control Span AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
1/12         up to 90   Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             91 -150    Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             up to 250  Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             over 250   Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]

Control Span AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
1/18         up to 90   Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             91 -150    Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             up to 250  Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             over 250   Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]

Control Span AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
1/24         up to 90   Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             91 -150    Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             up to 250  Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             over 250   Turnover up to 3.5 [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]

<CAPTION>
   Prices (MINUTE SPOKEN) for operation
   with VOLUME of Turnover up  to 250 M                Service Level 70/30
         Calls (monthly average)           ----------- -----------------------------------------------
                                           Op Level IV Op Level I Op Level II Op Level III Op Level IV
------------ ---------- ------------------ ----------- ---------- ----------- ------------ -----------
<S>          <C>        <C>                <C>         <C>        <C>         <C>          <C>
Control Span AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
1/12         up to 90   Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             91 -150    Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             up to 250  Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             over 250   Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]

Control Span AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
1/18         up to 90   Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             91 -150    Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             up to 250  Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             over 250   Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]

Control Span AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
1/24         up to 90   Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             91 -150    Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             up to 250  Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5 [*****]     [*****]    [*****]     [*****]      [*****]
             over 250   Turnover up to 3.5 [*****]     [*****]    [*****]     [*****]      [*****]
</TABLE>

                                      C-17
<PAGE>

                                    ANNEX III
                               PRICES OF SERVICES

<TABLE>
<CAPTION>
   Prices (MINUTE SPOKEN) for operation
   with VOLUME of Turnover up  to 250 M        Service Level 85/20                             Service Level 80/25
          Calls (monthly average)              ----------------------------------------------- -----------------------------------
                                               Op Level I Op Level II Op Level III Op Level IV Op Level I Op Level II Op Level III
------------ ---------- ------------------     ---------- ----------- ------------ ----------- ---------- ----------- ------------
<S>          <C>        <C>                    <C>        <C>         <C>          <C>         <C>        <C>         <C>
Control Span AAT        Turnover up to 2.5     [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
1/12         up to 90   Turnover up to 3.5     [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5     [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             91 -150    Turnover up to 3.5     [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5     [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             up to 250  Turnover up to 3.5     [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5     [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             over 250   Turnover up to 3.5     [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]

Control Span AAT        Turnover up to 2.5     [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
1/18         up to 90   Turnover up to 3.5     [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5     [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             91 -150    Turnover up to 3.5     [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5     [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             up to 250  Turnover up to 3.5     [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5     [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             over 250   Turnover up to 3.5     [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]

Control Span AAT        Turnover up to 2.5     [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
1/24         up to 90   Turnover up to 3.5     [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5     [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             91 -150    Turnover up to 3.5     [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5     [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             up to 250  Turnover up to 3.5     [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             AAT        Turnover up to 2.5     [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]
             over 250   Turnover up to 3.5     [*****]    [*****]     [*****]      [*****]     [*****]    [*****]     [*****]

<CAPTION>
   Prices (MINUTE SPOKEN) for operation
   with VOLUME of Turnover up  to 250 M                    Service Level 70/30
           Calls (monthly average)             ----------- -----------------------------------------------
                                               Op Level IV Op Level I Op Level II Op Level III Op Level IV
------------ ---------- ------------------     ----------- ---------- ----------- ------------ -----------
<S>          <C>        <C>                    <C>         <C>        <C>         <C>          <C>
Control Span AAT        Turnover up to 2.5     [*****]     [*****]    [*****]     [*****]      [*****]
1/12         up to 90   Turnover up to 3.5     [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5     [*****]     [*****]    [*****]     [*****]      [*****]
             91 -150    Turnover up to 3.5     [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5     [*****]     [*****]    [*****]     [*****]      [*****]
             up to 250  Turnover up to 3.5     [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5     [*****]     [*****]    [*****]     [*****]      [*****]
             over 250   Turnover up to 3.5     [*****]     [*****]    [*****]     [*****]      [*****]

Control Span AAT        Turnover up to 2.5     [*****]     [*****]    [*****]     [*****]      [*****]
1/18         up to 90   Turnover up to 3.5     [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5     [*****]     [*****]    [*****]     [*****]      [*****]
             91 -150    Turnover up to 3.5     [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5     [*****]     [*****]    [*****]     [*****]      [*****]
             up to 250  Turnover up to 3.5     [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5     [*****]     [*****]    [*****]     [*****]      [*****]
             over 250   Turnover up to 3.5     [*****]     [*****]    [*****]     [*****]      [*****]

Control Span AAT        Turnover up to 2.5     [*****]     [*****]    [*****]     [*****]      [*****]
1/24         up to 90   Turnover up to 3.5     [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5     [*****]     [*****]    [*****]     [*****]      [*****]
             91 -150    Turnover up to 3.5     [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5     [*****]     [*****]    [*****]     [*****]      [*****]
             up to 250  Turnover up to 3.5     [*****]     [*****]    [*****]     [*****]      [*****]
             AAT        Turnover up to 2.5     [*****]     [*****]    [*****]     [*****]      [*****]
             over 250   Turnover up to 3.5     [*****]     [*****]    [*****]     [*****]      [*****]
</TABLE>

                                      C-18
<PAGE>

                                    ANNEX IV

                                   GOVERNANCE

This Annex is an integral part of the Contact Center Services Agreement signed
by the Parties stipulated below on April 1, 2004.

PARTIES:     Orbitall Servicos e Processamento de Informacoes Comerciais Ltda.
             ("ORBITALL")

             Inovacao Contact Center Servicos de Contatos Telefonicos Ltda.
             ("INOVACAO").

1.1 Concept

Governance is a set of structured processes defined to perform a wide variety of
functions that allow joint management of the Contact Center operations. In the
model, the PARTIES have separate responsibilities and autonomy for performing
their services, in compliance with the principles and policies agreed in this
structure.

The persons appointed to work with the Governance procedures are part
of the formally employed staff of ORBITALL and the PARTNER, assigned to the
premises of their contracting Parties. All matters involved in the Governance
procedures should be discussed and assessed at Committee Meetings/Forums. These
meetings firm up the procedures that are understand to constitute Governance.

The Governance model implies a redefinition of the set of proceedings related to
the Contact Center operations, all of which are clustered within ORBITALL.

The Governance activities are assigned to this Group because it requires
coordinated efforts, or at least oversight by both PARTIES. This does not imply
that some of them may not have their primary responsibilities assigned to one of
the PARTIES. This allocation of responsibilities should exist in order to make
the best possible use of the expertise and material resources of both Companies.

The following diagrams help illustrate the role of the Governance structure,
presenting the relocation of the main procedures related to the Contact Center
operations, and also show the conceptual division of responsibilities for
Orbitall Clients, ORBITALL and the PARTNER.

                                      D-1
<PAGE>

                                    ANNEX IV

                                   GOVERNANCE

                         [CITIBANK CREDIT CARD PROFORMA]

Figure 1 - Governance Structure - Illustrative Example

The green section on the left hand side of the diagram represents the Orbitall
Clients. They are responsible for becoming familiar with their own customers
(consumers) and defining the business strategy used to service them, meaning the
consumer integration strategy.

The white section in the upper-right corner represents ORBITALL, which has
specific responsibilities related to its role as a technological integration
agent and provider of the processing applications, in addition to the front-end
attendance services.

The red section headed Service Management represents all Governance within the
concept of integrated services management. The sections headed Modeling and
Planning represent the portion of Orbitall responsible for conducting and
rendering the client attendance services.

The red section headed Execution represents the PARTNER, which is responsible
for managing the attendance operations (as set out in detail in the blue section
to the right of the diagram, except for Internet and Outbound).

Chatroom Attendance Services fall within the medium-term possibilities for
Orbitall Clients, although they will be covered by subsequent discussions.

                                      D-2
<PAGE>

                                    ANNEX IV

                                   GOVERNANCE

The permanent Governance structure, consisting of representatives of ORBITALL
and the PARTNER, is divided into three basic procedure groups:

      -     Service Management Coordination

      -     Service Planning and Modeling

      -     Service Execution

                                  [FLOW CHART]

Figure 2 - Governance Structure - Illustrative Example

1.2 SERVICE MANAGEMENT

Service Management includes the function of Orbitall Client relations,
translating their business requirements into an Attendance model, while also
handling the direction, coordination and oversight of the work and the results
achieved by all those involved in rendering Services to Orbitall Clients:
Service Planning, Modeling and Execution Teams (PARTNER), as well as in-house
and outside suppliers.

The Service Management will consist of ORBITALL employees organized by Orbitall
Clients, divided into specific relationship groups.

This Team will be the only point of contact with the Orbitall Clients, with the
following duties and responsibilities:

                                      D-3
<PAGE>

                                    ANNEX IV

                                   GOVERNANCE

- Responsibility for full-service relationships with Orbitall Clients and
coordination of all requirements related to the Attendance Service;

- In-depth knowledge of Orbitall Clients and the operations: specific
characteristics of the Attendance Service; specific characteristics of the
business; track-record of problems; tools used; operating procedures; main
performance indicators; quality reports (ISO monitoring); problem resolution
status; alterations in the Attendance procedures; business rules; and operating
model;

- Centralization of contacts ensure all-round Attendance for the Services
(requirements, complaints, definitions/modification of SLAs and OLAs,
forecasting, information analysis, target compliance, and others);

- The ongoing maintenance of information with the Orbitall Clients related to
rendering the Services (potential risks, current problems, general operating
status, administration of unplanned events, and others).

   1.3 SERVICE MODELING AND PLANNING

   The Service Management will meet the requirements of Orbitall Clients through
   a specific set of activities organized into Service Modeling, Planning and
   Execution.

   For example, Service Modeling and Planning define whether a specific Service
   rendered to an Orbitall Client will be supplied in a single area or not, with
   what level of Attendant, what Attendant/Supervisor ratio, whether the
   Attendants will be single skill or will also handle other Capital Services,
   what will the Call Routing strategy be, etc.

   Having defined the Attendance model and analyzed the Orbitall Client
   business, Service Modeling and Planning will undertake activities such as
   drawing up the forecast call volumes (monthly, daily and hourly) and
   simulating the impact of these demands on the operations. The impact
   simulation tariff will be calculated through the Genesys tool, owned by
   ORBITALL. The Service Modeling and Planning team should be fully familiar
   with the characteristics of the Attendance procedures and the Genesys tool
   (on-screen voice and data synchronism - CTI, Interaction Router, Call Routing
   Rules, Strategic Builder and Workforce Management).

   The Service Modeling and Planning structure consists of employees,
subcontracted or outsourced workers, or the agents and representatives of
ORBITALL, structured into six macro-processes.

                                      D-4

<PAGE>

   1. Process Management

   Identify and implement all types of improvements to the Service in a reactive
   and/or proactive manner, such as:

   Implement front-end modifications (Attendance application used during the
   operations);

   Introduce alterations to the Audible Response Unit (ARU);

   Introduce modifications to the Attendance model;

   Draw up the Orbitall Clients requirements specification (analysis of impact
   and associated risks).

2. Business Rules

      - Model new Attendance Services:

   Manage the Call Routing tool (CTI - Computer Telephone Integration);

-  Define and update the Routing rules for the Call Routing tool;

-  Carry out Routing simulations;

-  Establish parameters for the Attendance rules of the Audible Response Unit
   (ARU), as well as Assisted Attendance (human).

3. Planning

-  Understand the business demands presented by the Orbitall Clients;

      -     Estimate the call volumes based on the business demands of Orbitall
            Clients;

-  Detail volumes in daily Attendance curves for operations, based on call track
   records, seasonal factors, operator specialties, etc.

4. Performance

-  Control all activities performed to render the Services (by the PARTNER, by
   ORBITALL and by suppliers) through pre-defined performance indicators;

-  Consolidate and prepare full reports on the Services rendered to the Orbitall
   Clients, which constitute the Management Information System.

                                      D-5

<PAGE>

   5. Finances

      Pricing the Services, understanding the different ORBITALL margins and
      costs (based on the complexity of the business and the number of people
      requested by the Orbitall Clients), and the PARTNER prices (volume and
      quality defined in the OLAs).

      Analysis of the applicability of the conditions of the requests of
      Orbitall Clients, compared to the scope of Services Agreements between
      ORBITALL and such Orbitall Clients (SLAs and OLAs).

      Profitability by Orbitall Client / Type of Service.

   6. Communications

   Define the communications strategies and the specific training sessions, such
   as:

-      Formatting of the communications according to the standards by type of
       communication;

   -  Preparation of the scripts;

-      Organize and provide technical training for the instructors (when
       necessary).

1.4 SERVICE EXECUTION

Service execution matches the operating policies as such to the Service Modeling
and Planning, ensuring that the operations Attendance capacity is properly sized
to the planning drawn up by the Service Modeling and Planning. This is where
training requirements are discussed, for instance, as well as potential
monitoring scenarios, communications, recruitment, incentive programs and
remuneration for attendants and supervisors, among other matters.

This team should consist of employees, subcontractors, outsourced workers,
agents or representatives of the PARTNER. Its main characteristic is an in-depth
knowledge of the Attendance procedures and operations management.

The Service Execution will be in charge of performing and coordinating all the
tasks related to the Contact Center Operations Management, such as:

   1. Operations Management

      Coordinate all the tasks related to the Attendance operations, keeping the
      all-round performance of the Services in compliance with the OLAs;

      Identify opportunities for upgrading procedures and operations.

                                      D-6

<PAGE>

   2. Traffic

      Generate scale through forecasting drawn up by the ORBITALL planning;

      Assign and un-assign resources to the operations;

      Oversee the match between the allocated and planned resources during the
      daily operations (check compliance with scale);

      Identify the need to recruit and train operators and supervisors.

   3. Personnel Management

      Carry out the recruitment and training processes for all those involved
      directly in the operations;

      Draw up incentive and remuneration programs for the teams involved
      directly in the operations;

      Implement monitoring and assessment procedures for the teams involved
      directly in the operations.

   4. Reports

      Generate specific performance reports on the Services rendered (examples:
      operator life cycle, use of operating capacity, assessment of training x
      Attendance monitoring, among others).

   5. Technological Infrastructure Capacity Management (Capacity)

      Identify needs for change in the installed infrastructure capacities
      (increase, reduction or upgrading the infrastructure); Implement
      contingency actions in case of operating faults.

   6. Documentation

      Key in the content of the scripts

      Implement the scripts for use by the operating attendants;

      Draft the behavioral training and refresher training contents.

1.5 COMMITTEES

The committees will be operating groups consisting of employees, outsourced
workers, subcontractors, agents or representatives of ORBITALL and the PARTNER,
focused on planning, sizing, training, communications, technology and other
aspects of the Services, which will meet on an irregular basis as frequently as
required, whose main purpose will be to align the PARTIES for rendering the
Services to the Orbitall Clients.

                                      D-7

<PAGE>

The committees may be strategic or operating, and some of them may include
Orbitall Clients. The activities performed by the committees will be part of the
service of rendering the end-services to the Orbitall Clients.

For instance, the committees will be responsible for analyzing the estimated
forecasts and the resultant sizing of the number of Attendants and Attendance
Positions, analyzing the performance indicators, achieved or not, in compliance
with the OLAs, defining the plans for any New Project impacting the Contact
Center operations, the prices of new Services not included in the Price Matrixes
in Annex III - Prices, defining the annual price restatement index, and other
activities.

      The committees will be set up and structured on the basis of the following
      characteristics:

      -     Type (operational / strategic)

      -     Criticality Status (impact on operations)

      -     Objective

      -     Members

      -     Facilitator

      -     Responsibilities

      -     Frequency

      -  End-Product of the committee

      -  Decisions documentation

During the detailing period for the Governance Model procedures, the committees
will be defined, structured and set up by mixed teams from ORBITALL and the
PARTNER.

The decisions taken by the various committees will be firmed up through
Operating Agreements (OLAs) and will be binding on the PARTIES.

                                      D-8
<PAGE>

                                     ANNEX V

                 OPERATING AGREEMENTS - INFRASTRUCTURE SERVICES

      This Annex is an integral part of the Contact Center Services Agreement
signed by the Parties mentioned below on April 1, 2004.

PARTIES: Orbitall Servicos andProcessamento de Informacoes Comerciais Ltda.
         ("ORBITALL")

         Inovacao Contact Center Servicos de Contatos Telefonicos Ltda.
         ("INOVACAO").

                                       E-1
<PAGE>

<TABLE>
<CAPTION>
                                                                                                                      In Charge (See
    Type of                                                                                                          Responsibility
   Technology         Type of Service                     Description                               Measurements       Matrix)
-------------------   ---------------   ------------------------------------------------------   ------------------  ---------------
<S>                   <C>               <C>                                                      <C>                 <C>
LAN / Network            Connection     This service includes the maintenance, administration    100% available      Operate and
                           between      and support for all levels of HW and SW for all the                          manage
                          Orbitall      connection portal equipment, the firewall and safety                         transferred
                         x Partner      precautions, in order to ensure communications                               network
                                        between the companies If the encryption facility is                          equipment
                                        enabled internally and the Routers, the Partner should
                                        use Routers for remote  collection that are
                                        mandatorily fabricated by Cisco, with the 3des feature
                                        enabled.
                                        The connection should always be available.
                                        The dynamic routing table may not be changed between the
                                        Partner Routers and the Orbitall environment Routers.
                                        Traffic between the Partner sites should not use the
                                        Orbitall network infrastructure.

                          Network       The networks related to the Contact Center such          100% compliant      Manage
                         Separation     as ICR, IVR, Citiphone, Attendants Network                                   configurations,
                                        and Corporate should be fully segmented, with                                problems and
                                        each network being endowed with its own                                      changes
                                        network devices.  This means that they may not
                                        share traffic among themselves and should be
                                        illegible from any other networks not connected
                                        directly to the business.

                        Information     The data on all connections between the Partner          100% compliant      Manage
                          Security      and Orbitall sites should be protected  through                              configurations,
                                        3des software encryption and separated from                                  problems and
                                        other clients.  These data should be  used only                              changes
                                        for the purposes of the Contact Center services,
                                        with the information limited to the  Orbitall x
                                        Partner Universe.  The traffic between the
                                        Partner sites illegible encrypted.  Any  external
                                        connection carried out in the
                                        Partner's site must go through a firewall.

                         Management     The Partner should have a tool able to obtain            On-line - 24x7      Manage
                                        information online and provide information                                   configurations,
                                        online remotely or through reports on: the                                   problems and
                                        average use of the CPU and the memory of the                                 changes
                                        Routers and the switch router; the average
                                        broadcast ratings and the clash and use of each
                                        segment in the Contact Center environment
                                        network for each attendance hub, management
                                        and checking problems with the network
                                        devices, calling in the help-desk and support
                                        areas.

                       Interventions    Any intervention that results in downtime for             11 business days   Manage
                                        the Orbitall Contact Center environment should                               configurations,
                                        be agreed previously between the Parties.                                    problems and
                                                                                                                     changes

                          Tracing       The Partner should have an in-house process                100% compliant    Manage
                         Mechanism      able to trace accesses and actions carried out by                            configurations,
                                        users on all the Routers and the Switch Routers                              problems and
                                        constituting this Contract Center  environment.                              changes
                                        We recommend using the Accounting,
                                        Authorization and Authentication  (AAA)
                                        system for accessing the Routers and the Switch
                                        Routes, For external connections to  any remote
                                        site involving the Contact Center environment,
                                        this connection should be  protected by a
                                        Firewall.

                      Version Updates   Keep the equipment and all the applications              Half-yearly review  Plan network
                       and Upgrades     updated in order to ensure operationalization in                100%         expansion and
                      Correcting        compliance with the business rules in effect at                              operation.
                       Vulnerability    the time, in addition to ensuring full system                                Update security
                        Loopholes       integrity and security. Update the security                                  patches in the
                                        patches in the Partner technological                                         Partner
                                        environment.                                                                 technological
                                                                                                                     environment.
</TABLE>

                                      E-2
<PAGE>

<TABLE>
<CAPTION>
                                                                                                                      In Charge (See
    Type of                                                                                                          Responsibility
   Technology         Type of Service                     Description                               Measurements       Matrix)
-------------------   ---------------   ------------------------------------------------------   ------------------  ---------------
<S>                   <C>               <C>                                                      <C>                 <C>
LAN / Network         New Connections   New Connections requested by the Partner should be        100% compliant     Manage
                                        forwarded to Orbital in a document with the connection                       configurations,
                                        intentions with prior notice of at least 11 (eleven)                         problems and
                                        business days.                                                               changes
</TABLE>

                                      E-3
<PAGE>

<TABLE>
<CAPTION>
 Type of                                                                                                         In Charge (See
Technology     Type of Service                     Description                         Measurements          Responsibility Matrix)
---------- ------------------------ ------------------------------------------ ---------------------------- ------------------------
<S>        <C>                      <C>                                        <C>                          <C>
           IVR System Monitoring    Monitor the IVR system, carry out regular  Daily monitoring and         Monitoring,
IVR                                 tests, record findings and report back on  forwarding monthly           Maintenance, Help-Desk
                                    occurrence in order to stay ahead in       monitoring reports           and Support for basic
                                    detecting problems in the environment.                                  hardware and software

           Documentation Updates    Keep the IVR system documentation updated  Forwarding documentation     IVR Documentation
                                    (topology, versions, number of ports, IP   monthly
                                    address, mainframe terminals, CICS, which
                                    services respond, digital/analog
                                    extension...), including the track-records
                                    of the expansions and rearrangements of
                                    equipment between hubs.

           Development of new IVR   Introduce alterations to the IVR           0% faults                    Call Flow Development
           phraseologies            phraseologies in compliance with business
                                    requirements.

           Implementation of new    Distribute the new phraseology to all IVR  100% 48 hours after          Implementation of Call
           phraseologies            equipment in the production environment    notification                 Flow
                                    related to the system involved at pre-set
                                    times

           Validation of the        Validate the implementation of new         0% faults                    Formal Call Flow
           implementation of new    phraseologies in the production                                         Acceptance
           phraseologies            environment.

           Correction of IVR        Develop the corrective version of the      100%                         Software maintenance
           phraseologies            phraseology for problems reported                                       and Support
                                    officially through the Help-Desk, after                                 (Phraseology and
                                    confirming the diagnosis of the need to                                 Accesses)
                                    alter the phraseology for subsequent
                                    implementation in the production
                                    environment.

           Implementation of        Undertake the distribution to all the IVR  100% 4 hours after           Call Flow
           corrective phraseologies equipment in the production environment    notification                 Implementation
                                    related to the system involved, at any
                                    time.

           Validation of the        Validate the implementation of corrective  0% faults                    Formalization of  Call
           implementation of        phraseologies in the production                                         Flow
           corrective phraseologies environment.

           Resolving IVR problems   Correct faults in the production and       100% correction in up to 4   Monitoring,
                                    laboratory environments related to the     hours after notification     Maintenance, Help-Desk
                                    hardware, operating system, basic software                              and Support for basic
                                    (IVR and MS) SQL Server for the Electronic                              hardware and software
                                    Attendance System Set (IVR, statistical
                                    service, IVR managers, CTI services and
                                    others).

           Downtime Report          Forward downtime report on the IVR system  100% after correction in up  Monitoring,
                                    listing the impacts and diagnoses as well  to 8 hours after             Maintenance, Help-Desk
                                    as the corrective and preventive actions.  notification                 and Support for basic
                                                                                                            hardware and software

           IVR Laboratory           Keep the IVR equipment available in the    99% 24x7                     Telecom/Voice laboratory
                                    laboratory at Orbitall. The IVR laboratory Except for maintenance when  Equipment availability
                                    should reflect a production environment.   scheduled and agreed by the
                                                                               Parties
</TABLE>

                                      E-4
<PAGE>

<TABLE>
<S>        <C>                      <C>                                        <C>                          <C>
           Availability of IVR      Provide daily reports on volumes and       100% available in D+1        Availability of IVR
           Reports                  performance for IVR systems, organized by                               reports on volumes and
                                    day, time, product and hub.                                             performance
                                    a) Volumes: total volume of calls through
                                    the IVR, specifying On Hold x Hang-Ups x
                                    Forwarded
                                    b) Performance: average Attendance Time
                                    Report, On Hold %, Occupancy % by IVR and
                                    Loss of Ticket
                                    Note: See Reports Book.

           Version upgrades and     Keep the equipment and all the             Half-yearly review           Expansion and
           updates                  applications updated in order to ensure                                 implementation of ports
                                    operationalization and compliance with the
                                    business rules in effect at the time, in
                                    addition to ensuring full system security
                                    and integrity.

           Fixing Loopholes         Update the security patches in the Partner 100%                         Updating security
                                    technology environment.                                                 patches in the Partner
                                                                                                            technology environment.

           Forecast                   Forecast of call volumes and AAT for the Monthly with 90 days advance IVR Forecast
                                    IVR systems covering the existing and new  notice
                                    products. The information will be arranged
                                    by the IVR systems in operation.
</TABLE>

                                      E-5
<PAGE>

<TABLE>
<CAPTION>
 Type of                                                                                                          In Charge (See
Technology     Type of Service                        Description                         Measurements        Responsibility Matrix)
---------- ------------------------ ----------------------------------------------- ------------------------- ----------------------
<S>        <C>                      <C>                                             <C>                       <C>
           Capacity Planning           Undertake the sizing, possible future        90 days after receipt of  Port implementation
                                       expansions of the ports and adaptations of   the Forecast              and expansion
                                       the IVR and other components (statistical
                                       servers, IVR managers, CTI servers and
                                       the other) including all hardware and
                                       software to handle the call demands.

                                       Technological Constraint

                                       For the ATC system, GMK or Intervoice
                                       technologies may be used, which should be
                                       fully integrated with the Genesys CTI
                                       platform, customized for Orbitall.

                                       For Sodexho, Citiphone andCorporate
                                       (SAT/Panel) the IVR must be GMK integrated
                                       to the CTI Symposium Link Nortel.

                                       Possible future opportunities for altering
                                       the technology should be discussed
                                       subsequently under Governance.

           Creation of New             Responsibility for the establishing new         96 terminals in up     Establishing
           Mainframe Terminals         mainframe terminals (production and             to 5 business days     mainframe terminals
                                       laboratory CICS) given the IP address.                                 for new ports.

           Update the IVR              Update the Electronic Attendance System      Half-yearly review        Availability of
                                       (IVR, statistic servers, IVR managers, CTI                             production
                                       servers and others), ensuring ongoing                                  environment
                                       maintenance by the technology manufacturer
                                       for the hardware and software, in addition
                                       to ensuring full system security and
                                       integrity, handling the forecast call
                                       volumes properly. The updates should be
                                       implemented with approval from Orbital.
IVR
           Availability of IVR      Maintaining the availability of the IVR            24x7 99% for each         Availability of
           equipment                equipment, meeting business demands.               IVR system.               Production
                                                                                                                 Environment

                                                                                                                 Software

           Physical Access          Responsibility for user, password and                                        Maintenance and
           Administration           profile control for accessing the IVR                                        Support
                                    management platform in the production and                                    (Phraseology and
                                    laboratory environment.                                                      Access)

           Remote IVR Access        Provide the resources needed to allow remote       Provide access 1       Availability of
                                    access for remote correction and diagnosis         hour after             Production Environment
                                    of problems with IVR and components                notification from
                                    (statistical servers, IVR managers, CTI            Orbitall to the
                                    servers and others).                               Partner
                                                                                       Allow 2 simultaneous
                                                                                       accesses for each
                                                                                       IVR technology

           Remote Access to the IVR Provide the resources allowing Orbitall to         Provide 24 x 7            Availability of
           Statistical Servers      access the IVR report systems remotely.            access for 8              Production
                                                                                       simultaneous              Environment
                                                                                       Orbitall users

           Validation and           Validate Projects implementation.                  30 min - 2 hours       Test and Ratification
           Implementation                                                           Depending on project size
                                                                                    (from 4:00 onwards)
</TABLE>

                                        E-6
<PAGE>

<TABLE>
<S>        <C>                      <C>                                             <C>                       <C>
Front - CW                          Should any evidence be noted of errors in       Daily at 4:00,            Test and
           Correction of Errors     the production processes, BIPs should be        Complying with            Ratification
                                    applied, currently involving Orbitall and       schedule halts in
                                    PCP (Infra) systems.                            compliance with the
                                                                                    Infra Calendar
</TABLE>

                                        E-7
<PAGE>

<TABLE>
<CAPTION>
 Type of                                                                                                          In Charge
Technology Type of Service                    Description                             Measurements       (See Responsibility Matrix)
---------- ---------------- -------------------------------------------------- ------------------------- ---------------------------
<S>        <C>              <C>                                                <C>                       <C>
Front-End  Mainframe Access User creation, recovery and deletion on the        Password recovery: 4      Mainframe/Attendance
(All)      Profile          Orbitall mainframe, profile maintenance and access hours. Other processes 8  Applications  (CW /
                            transaction.                                       hours for up to 5 users.  Siebel)
                                                                               6 - 10 users: 16 hours.
                                                                               Eleven users  or more -
                                                                               to be agreed.

           Version Upgrades Keep all equipment and applications updated in     Half-yearly review        Plan network
           and updates      order to ensure operationalization in compliance                             expansion and
           Fixing Loopholes with the business rules in effect at the time, in  100%                      operation. Update
                            addition to ensuring full system security and                                security patches in
                            integrity.                                                                   the Partner
                                                                                                         technological
                            Update the security patches in the Partner                                   environment
                            technology environment.
</TABLE>

                                      E-8
<PAGE>

<TABLE>
<CAPTION>
  Type of                                                                                                         In Charge
Technology        Type of Service                    Description                     Measurements        (See Responsibility Matrix)
----------- -------------------------- --------------------------------------- ------------------------- ---------------------------
<S>         <C>                        <C>                                     <C>                       <C>
CTI Genesys CME - Configuration        Tool used to configure and register the   -                          --
            Management Environment     variables used in the call routing
                                       environment.

            Registering new agents     Configuring new agents in the CME tool,   Ensure                     CTI - Agents
                                       assigning a DAC password, skills and      registration of            configuration (skill
                                       attendance hub, clustering agent groups   100% of the agents         alteration and
                                       by Administration, Supervisor and Hub.    for CTI Genesys use        operator
                                                                                                            registration)

            Agents Password            Configure passwords for user access to    Keep  100% of the          CTI - Agents
            Maintenance                Softphone                                 password records           configuration (skill
                                                                                 updated for use            alteration and
                                                                                 with CTI Genesys           operator
                                                                                                            registration)

            Operator Attendance Skill  Alter agent profiles with the skills      Maintain 100% of           CTI - Agents
                                       already found in the CME                  the skill records          configuration (skill
                                                                                 updated in                 alteration and
                                                                                 compliance with            operator
                                                                                 the agent                  registration)
                                                                                 attendance skill

            Agent Groups Maintenance   Alter the agent in the agent groups.      Should be handled          CTI - Agents
            CTI Genesys                Cluster the agents by Supervisors,        on Sundays at any          configuration (skill
                                       Managers and Hub                          time, or from              alteration and
                                                                                 Monday through             operator
                                                                                 Saturday between           registration)
                                                                                 7:00 p.m. and 8:00
                                                                                 a.m.

            Creating user access       Provide User and Password for CME         24-hours after          CTI - Other
            profiles                   access                                    request                 configurations in the
                                                                                                         Genesys environment

            Create Line-Ups and Logic  Record virtual Line-Ups in the CTI        24 hours after DAC         CTI - Other
            Line-Up Groups             Genesys environment                       environment                configurations in
                                                                                 configuration              the Genesys
                                                                                                            environment

            Registration of Physical   Register ACD, Line-Ups, CDNs in the CTI   24 hours after DAC         CTI - Other
            Line-Ups                   Genesys environment                       environment                configurations in
                                                                                 configuration              the Genesys
                                                                                                            environment
</TABLE>

                                     E-9
<PAGE>

<TABLE>
<S>         <C>                        <C>                                       <C>                        <C>
            Attendance Position        Register and exclude the Attendance       This activity will         CTI - Other
            Registration / Maintenance Positions created in the ACD for          be carried out             configurations in
                                       routing calls to CTI Genesys              during business            the Genesys
                                                                                 hours with the             environment
                                                                                 following performance
                                                                                 time: Up to 10 APs: 2
                                                                                 Hours; 11 - 20 APs: 4
                                                                                 Hours; 21 - 100 APs: 24
                                                                                 hours
                                                                                 More than 100 APs to
                                                                                 be scheduled
</TABLE>

                                     E-10
<PAGE>

<TABLE>
<CAPTION>
                                                                                                                In Charge
 Type of                                                                                                   (See Responsibility
Technology      Type of Service                 Description                       Measurements                    Matrix)
----------      ---------------                 -----------                       ------------                    -------
<S>         <C>                      <C>                                <C>                               <C>

                                                                        This activity will be performed   CTI (Other Genesys
            ARU Ports                Register and exclude the ARU       during business hours with the    environment
            Registration/            ports created in the ACD for call  following performance times: up   configurations
            Maintenance              routing through CTI Genesys        to 10 ports: 2 hours; 11 - 20
                                                                        ports: 4 hours, 21 - 100 ports:
                                                                        24 hours, more than 100 ports:
                                                                        to be scheduled

            Providing new CME        Provide Contax with new versions   Ensure 100% new version           CTI - Modification
            application versions     of the CME application after       compatible with the CTI Genesys
                                     ratification in the CTI Genesys    Orbitall environment
                                     Orbitall environment

            Installation of CME      Install the CME client on the      24 hours after new version is     Desktop information
            client application       user workstations.                 provided by Orbitall for          technology -
                                                                        updating 100% of the existing     distribution of
                                                                        clients in the operation          applications

            Provide CME              Provide the number of              Every 5th business day of the     Desktop information
            installation inventory   workstations with the CME          month or after 24  hours when     technology - HW and SW
            for workstation          application installed              updating the version              inventory

CTI genesys CC Pulse - Call Center   Tool used for on-line operation                      -                                 -
            Pulse                    monitoring (services performance,
                                     agents and ARU ports)

            Threshold alteration     Configuration of the alarms in     Keep the alarms updated on 100%   CTI - Local production
            (alarms) in the user     the CCPulse inspections of the     of the CCPulse inspections        environment availability
            work spaces              workstation

            Providing new CCPulse    Provide new versions of the        Ensure 100% of the new versions   CTI - Genesys
            application versions     application to Contax after        are compatible with the CTI       configurations
                                     ratification in the CTI Genesys    Genesys Orbitall environment      modification
                                     Orbitall environment

            Installation of CCPulse  Install the CCPulse client         24 hours after new version is     Desktop information
            Client application       application on the user            provided by Orbitall for          technology -
                                     workstation                        updating 100% of the existing     distribution of
                                                                        clients in the operation          applications

            Provide CCPulse          Provide the number of              Every 5th business day of the     Desktop information
            installation inventory   workstations with the CCPulse      month or after 24-hours when      technology HW and SW
            by workstation           application installed              updating the version              Inventory
</TABLE>

                                      E-11
<PAGE>

<TABLE>
<S>         <C>                      <C>                                <C>                               <C>
            Creation, alteration     Create new real time monitoring    5 business days after request     CTI - Other Genesys
            and availability of      routines                                                             environment
            templates (reports)                                                                           configurations
</TABLE>

                                      E-12
<PAGE>

<TABLE>
<CAPTION>
 Type of                                                                                                        In Charge (See
Technolopgy     Type of Service                 Description                         Measurements            Responsibility Matrix)
-----------     ---------------                 -----------                         ------------            ----------------------
<S>         <C>                      <C>                                    <C>                           <C>
CTI Genesys Distribution  of new     Provide  templates file at  work       24 hours after supply by      Desktop information
            templates (reports)      stations using CCPulse for new         Orbitall                      technology - distribution
                                     customized reports                                                   of applications

            Provide information      Provide CCPulse information for        24 hours after customization  CTI -Other configurations
            for Orbitall Clients     Orbitall Clients                       de novas screens              in the Genesys environment

            Strategy Builder and     Tools used to configure call and                 -                          -
            Router Enterprise        routing strategies.

            Creating New Routing     Create new routing strategies          10 business days after        CTI -Definition of Routing
            Strategies               through the SB                         specification                 Strategies

            Alteration  to existing  Alter the existing Routing flow        5 business days               CTI - Definition of
            Routing Strategies                                                                            Routing Strategies

            Alteration  to Routing   Alter Routing Parameters as            2 hours after request /       CTI -Definition of Routing
            Parameters               defined in the strategy                business hours                Strategies

            VTO - Voice Treatment    Tools used to provide announcements              -                          -
            Option                   for line-ups of calls

            Supply announcement in   Record files in  VOX format with the   Supply VOX files with new     CTI - Other configurations
            VOX format digital file  announcement to be made available to   announcements   10 business   in the Genesys environment
                                     the line-ups of calls                  days in advance for
                                                                            allocation

            Availability of new      Alter routing strategy and configure   10 business days after        CTI -Other configurations
            announcements            VTO                                    request                       in the Genesys environment

            WFM - Work Force         Tools used to generate the Attendance                                       -
            Management and  Non      Roster and oversee Agent compliance.
            Compliance

            Configuring Attendance   Define the Attendance Teams through    Keep 100% of the Attendance   CTI - Agents configuration
            Teams                    the WFM based on the  Attendance       Teams updated                 (alteration of operator
                                     service characteristics                                              skills and registration)

            Assigning  Agents to     Assign new Agents to the existing      Ensure 100% of the agents     CTI - Agents configuration
            the  Attendance Teams    Attendance Teams                       assigned to the Attendance    (alteration of operator
                                                                            Teams                         skills and registration)

            Configuration of         Configure the Attendance policies for  Ensure 100% of the Service    CTI - Agents configuration
            Categories, Attendance   services, working hours, days off,     Policies are updated          (alteration of operator
            Times, Policies          hours bank.                                                          skills and registration)
</TABLE>

                                      E-13
<PAGE>

<TABLE>
<S>         <C>                      <C>                                    <C>                           <C>
            Generation of the        Generate the Agent Work Roster         Generate and disseminate the  CTI - Agents configuration
            Attendance Roster        through the WFM                        Attendance Rosters for 100%   (alteration of operator
                                                                            of the services routed        skills and registration)
                                                                            through CTI Genesys

            Overseeing compliance    Oversee compliance with the Agents     Keep the  justifications for  CTI - Agents configuration
                                     Attendance Roster, including           exceptions 100% updated in    (alteration of operator
                                     justifications for Agent               order to oversee compliance   skills and registration)
                                     non-availability through the
                                     Non-Compliance tool
</TABLE>
<PAGE>

<TABLE>
<CAPTION>
                                                                                                                    In Charge
                                                                                                                       (See
 Type of                                                                                                          Responsibility
Technology      Type of Service                  Description                          Measurements                   Matrix)
---------- ------------------------ ------------------------------------  ------------------------------------ -------------------
<S>        <C>                      <C>                                   <C>                                  <C>
           Creation and Publication Supply the template for generating    Provided 90 days in advance          Planning - Forecast
           of Forecast              the roster based on the forecast                                           Generate and Alter
                                                                                                               Forecast

           Services configuration   Configure the attendance services     48 hours after request from the      CTI - Other Genesys
                                    through in the WFM, including TSF     Partner                              environment
                                    statistics, attendance hub, screens,                                       configurations
                                    etc

           Synchronizing he WFM     Synchronize the alterations to the    Twice a day, at 09:00 a.m. and       CTI - Other Genesys
           base with the CME base   CME with the WFM database             5:30 p.m.                            environment
                                                                                                               configurations

           Providing new WFM        Provide new versions of the           Guarantee 100% of new versions       CTI- Modification
           application and          application to Contax after           are compatible with the Orbitall     of Genesys
           non-compliant version    ratification in the Orbitall Genesys  Genesys CTI environment              configurations
                                    CTI environment

           Install the WFM Client   Install the CCPulse client on the     24 hours after new version provided  Desktop information
           and Non-Compliance       user workstations                     by Orbitall for updating 100% of the technology -
           Application                                                    existing clients in the operation    distribution of
                                                                                                               application

           Install the WFM Client   Install the CCPulse client on the     Every 5th business day of the        Desktop information
           and Non-Compliance       user workstations                     month or after 24 hours,             technology - HW and
           Application                                                    when version is updated              SW inventory

           Sizing                   Orbitall will be in charge of sizing  -                                    -
                                    the CTI Genesys environment. The
                                    sizing will be handled on the basis
                                    of the call demand forecast
                                    assumptions.

           Sizing the Genesys CTI   Review the local and enterprise CTI   Sizing every 6 months                CTI - Availability
           Environment              Genesys Environment                                                        of Enterprise
                                                                                                               production

           Supply Genesys           Acquire and provide new Genesys       60 days after request                CTI Genesys
           application licenses     licenses for APs, ARUs and                                                 licenses capacity
                                    applications based on the sizing or
                                    expansion of the operation.

           Notify the intention of  Notify Orbital of the intention to    Notify Orbitall to assess and        CTI -Availability
           replacing or upgrading   alter and upgrade the technology      approve the intention of altering    of Enterprise
           the CTI elements in the  (software and hardware) in the CTI    the Genesys CTI environment          production
           local environment        environment, for approval and future  technology                           environment
                                    ratification.

           Ratification of new CTI  Test new application versions in the  90 days after specification          CTI -Availability
           applications             Orbitall Genesys CTI environment.                                          of Enterprise
                                                                                                               production
                                                                                                               environment
</TABLE>

                                      E-15

<PAGE>

<TABLE>
<S>        <C>                      <C>                                   <C>                                  <C>
           Resize the technological Acquire new servers and update the    60 days after specification          CTI -Availability
           infrastructure based on  application in compliance with the                                         of local
           the ICR environment      sizing undertaken by Orbitall (local                                       production
           sizing                   Genesys CTI servers, NACD channels,                                        environment
                                    LAN, local Routers, CTI ACD server).

           Supply local CTI         Provide documentation on the local    Every 5th business day of the        Planning - develop
           environment topology     Genesys CTI environment topology,     month, or after 24 hours when        mainframe planning
                                    providing information on elements in  the topology is altered              (topology)
                                    the LAN, WAN and Telephony elements
                                    (Symposium, NACD)

           Provide data circuits    Acquire and provide new data          60 days after request                Telecom - provide
           (WAN) between the        circuits based on the operations                                           data circuits
           attendance hubs and      growth or sizing                                                           between the hubs
           Orbitall
</TABLE>

                                      E-16
<PAGE>

<TABLE>
<CAPTION>
                                                                                                                  In Charge
  Type of                                                                                                    (See Responsibility
 Technology       Type of Service                   Description                       Measurements               Matrix)
-----------  -------------------------  ---------------------------------------  ------------------------  -----------------------
<S>          <C>                        <C>                                      <C>                       <C>
CTI Genesys  Servers                    Responsibility for maintaining and                   -                        -
                                        upgrading the local servers for the CTI
                                        Genesys environment (Tserver,
                                        StatServers)

             Availabili                 Guarantee the availability of the local  Ensure monthly            Partner servers -
                                        CTI servers in compliance with  the      availability of 98% of    admin/management of new
                                        minimum configuration                    the local CTI Servers     and transferred HW/SW

             Hardware Maintenance       Carry out corrective maintenance on the  Repair or replacement of  Partner servers -
                                        CTI Genesys environment servers in case  server in 8 hours         admin/management of new
                                        of crash                                                           and transferred HW/SW

             Supply Server Performance  Provide information on local CTI         Daily (D+1)               Partner servers -
             Report                     Genesys memory use and server                                      admin/management of new
                                        processors                                                         and transferred HW/SW
</TABLE>

                                      E-17

<PAGE>

<TABLE>
<S>                       <C>                             <C>                             <C>
Minimum configuration of
Local CTI Servers
MAIN T-SERVER
Processor: 2
XEON 700 processors
Mhz with 1Gb Cache
Memory: 2Gb                                               VOICE TREATMENT OPTION
Disk: 3 18.2Gb disks
Ethernet Board:                                           Processor: Pentium IlI 600Mhz
101/100Mbps               BACK UP T-SERVER                Memory: 256 Mb
Operating System:                                         Disk: 10.2 Gb
W2000 Server V.5410.2195  Processor: 2 XEON 700           Disk Drive: 1.44 Mb
SP3                       processors Mhz with 1Gb Cache   CD Rom: 56x
                          Memory: 2Gb                     Ethernet Board:
Local Applications:       Disk: 3 18.2Gb disks            10/100Mbps Operating System:
T-Server V.6.5 -          Ethernet Board: 101/100Mbps     Windows NT Server SP6           Partner
Application               Operating System: W2000 Server  Local applications:
handling the Symposium    V.5410.2195 SP3                 Voice Treatment Server V.6.5 -
Link connection Nortel                                    Parceiro Digital Announcer
Stat Server V.6.5 -                                       Remote Management Tool
Application handling the  Local Applications:             Anti-virus
local                     T-Server V.6.5 - Application
statistical data          handling the Symposium Link
collection                connection
Local Router V.6.5 -      Nortel
Handles call routing to   Stat Server V.6.5 -
ARU                       Application handling the local
Local Router V.6.5 -      statistical data collection
Handles call routing to   Local Router V.6.5 - Handles
ARU                       call routing to ARU ProdaSync
Remote management tool    V.1.0 - Updates the CCPulse
Anti-virus                Service Statistics
                          DNMonitor V.10 - Monitors the
                          ARU ports Remote management
                          tool
                          Anti-virus

</TABLE>

                                      E-18
<PAGE>

<TABLE>
<CAPTION>
                                                                                                                      In Charge
 Type of                                                                                                         (See Responsibility
Technology       Type of Service                  Description                            Measurements                  Matrix)
---------- -------------------------- ------------------------------------ ------------------------------------- -------------------
<S>        <C>                        <C>                                  <C>                                   <C>
           Standard Configuration for                                      One PIII 500 MHz or  Celeron 800 MHZ, Acquisition of new
           Siebel Station             Workstation hardware, operating      20  MG HD, Windows NT4.0 - 96 MB RAM, equipment
                                      system, memory, fixes level, browser Windows 2000 - 192 MB RAM,
                                                                           Windows XP - 256 MB RAM,
                                                                           Windows NT 4.0 - Service Pack 6a,
                                                                           Windows 2000 - SP 3 or higher.
                                                                           Windows XP -SP 1 or higher + hot fix
                                                                           Q329623, Internet Explorer 6.0 SP1
                                                                           + MS JVM 3805 or higher

           Version upgrading and      Keep the equipment and all the       Half-yearly review                    Acquisition of
           updating                   applications updated in order to                                           equipment
                                      ensure operationalization in
                                      compliance with the business rules
                                      in effect at the  time, in addition
                                      to ensuring full system security
                                      and integrity.

           Fixing Loopholes           Updating security patches in the     100%                                  Updating security
                                      Partner technology environment.                                            patches in the
                                                                                                                 Partner
Siebel     Standard Configuration for Server for authentication, network   Novell eDirectory and Microsoft       LDPA Server
           the Siebel Environment     protocol, authentication service     Active Directory Win 12000
                                                                              TCP- IP Protocol
                                                                           Provide server with redundancy and
                                                                           fault tolerance that can handle all
                                                                           the Attendants positions operators
                                                                           who will access the Siebel system
</TABLE>

                                      E-19

<PAGE>

<TABLE>
<CAPTION>
                                                                                                                      In Charge
 Type of                                                                                                         (See Responsibility
Technology       Type of Service                  Description                          Measurements                    Matrix)
---------- -------------------------- ------------------------------------ ------------------------------------- -------------------
<S>        <C>                        <C>                                  <C>                                   <C>
 CW        Standard Configuration of  Minimum software and hardware        Minimum hardware configuration:       Availability of
           CW Station                 configuration for Call Center        desktop computer with Pentium 233 MHz production
                                      Workstation (CW) application         processor, 64 Mb RAM memory, 4.3 Gb   environment
                                      functions                            disk, 17" display. The workstations
                                                                           may not be fitted with movable
                                                                           recording units (e.g. Floppy disk,
                                                                           CD-RW, DVD-R, and others). The
                                                                           workstation should boot up only
                                                                           through the HardDisk, with the other
                                                                           options being: Floppy disk, CD-Rom,
                                                                           2nd, 3rd disks disabled; Set up
                                                                           access password (BIOS)for the
                                                                           workstations; BDE; ODBC; Open Client,
                                                                           Rumba

           Version upgrading and      Keep the equipment and all the       Half-yearly review                    Availability of
           updating                   applications updated in order to                                           production
                                      ensure  operationalization in                                              environment.
                                      compliance with the business rules                                         Updating security
                                      in effect at the time, in addition                                         patches in the
                                      to ensuring full system security and                                       Partner technology
                                      integrity.                                                                 environment

           Fixing loopholes           Updating security patches in the     100%
                                      Partner technology environment

           Standard Configuration for Communications protocol and          TCP IP and NDS                        Availability of
           CW Environment             authentication layer                                                       production
                                                                                                                 environment

Siebel     Standard Configuration for Data link required                   1 10 Mbit link for                    Availability of
           Siebel WAN                                                      913 simultaneous users                production
                                                                                                                 environment

Siebel     Profile definition         Release the system in compliance     Not applicable                        Availability of
                                      with the attendant profile                                                 production
                                                                                                                 environment
</TABLE>

                                      E-20

<PAGE>

<TABLE>
<S>        <C>                        <C>                                  <C>                                   <C>
Siebel     Capacity Planning          Supply the number of simultaneous    Number of call center operations with Availability of
                                      attendants required to handle the    3-month forecast (monthly report)     production
                                      computer resources                                                         environment
</TABLE>

                                      E-21

<PAGE>

<TABLE>
<CAPTION>
                                                                                                                     In Charge
  Type of                                                                                                        (See Responsibility
Technology    Type of Service                   Description                            Measurements                    Matrix)
----------- -------------------- ----------------------------------------- ------------------------------------- -------------------
<S>         <C>                  <C>                                       <C>                                   <C>
CW / Siebel AMS and BIPS         Implementation of new projects (AM)       Installation always discussed on      Routine Management
            Installation Process maintenance and emergency corrections in  Wednesday and updated early on        (Intel environment)
                                 the production environment (BIP)          Sunday, with a 4:00 a.m. deadline.
                                                                           The BIPS is updated on arrival of the
                                                                           BIP, as this is an emergency program
                                                                           (0 % error)

CW          Intel Batch Process  Registration and management of batch                                            Routine Management
                                 processes on Intel platform (7 processes)                                       (Intel environment)

            AMS and BIPS         AMS and BIPS implementation process in    Installation always discussed on      Routine Management
            mainframe            the mainframe will not be altered, and    Wednesday and updated after           (Mainframe
Mainframe   installation process will still be handled by Orbitall         ratification process during the dawn  environment)
                                                                           hours of the next week (Sunday, with
                                                                           a 4:00 a.m. deadline). The BIPS is
                                                                           updated on arrival of the BIP, as
                                                                           this is an emergency program (0 %
                                                                           error)

Desktop     Anti virus updating  Updating file (vaccine) to detect viruses Antivirus updated within 2 days after Antivirus updates
Information                      in the workstations                       release of the Virus Definition List
Technology                                                                 by the supplier through automatic
                                                                           distribution (ZenWorks)

            Printer Management   Printer management covers the management  Installation: 72 hours and help desk  Printer Management
            (CONTRACT)           of the Eldora Contract, installation,     (on-site): 4 hours during business
                                 configuration and maintenance (Level II   hours
                                 support) for the print drivers and
                                 hardcopy printer

            Version upgrading    Keep the equipment and all the            Half-yearly review                    Acquisition of new
            and updating         applications updated in order to ensure                                         HW and SW
                                 operationalization in compliance with the
                                 business rules in effect at the time, in
                                 addition to ensuring full system security
                                 and integrity.
</TABLE>

                                      E-22

<PAGE>

<TABLE>
<S>         <C>                  <C>                                       <C>                                   <C>
            Fixing loopholes     Updating security patches in the Partner  100%                                  Updating security
                                 technology environment                                                          patches in the
                                                                                                                 Partner technology
                                                                                                                 environment

            Technical support    Installation and maintenance              Applications provided to the          Admin/Management of
            ensuring hardware                                              workstations within up to 4 hours     transferred and new
            and software                                                   after release by the production       desktop computers
            administration and                                             server                                (HW and SW)
            management                                                                                           (Technical Support)

</TABLE>

<TABLE>
<CAPTION>
    Type of                                                                                                   In Charge
  Technology     Type of Service                  Description                    Measurements        (See Responsibility Matrix)
--------------- ----------------- -------------------------------------------  ---------------   -----------------------------------
<S>             <C>               <C>                                          <C>               <C>
Mainframe       CICS Online       Modifications to the number of simultaneous  Not applicable    Capacity Planning
                Environment       workstations as the Infra Team should
                                  assess impacts from the standpoint of
                                  performance

                Connectivity      Contax should notify any possible future     Not applicable    Notify alteration to the Orbitall
                                  alterations to the IP address with eleven                      connection address
                                  days advance notice

                Carriers contract Manage the contract with the                 100% for          Manage problems with the Carriers
                management        Telecommunications Carriers in charge of     contracting in    for voice and data circuits
                                  contracting, SLA and supply of data and      60 days after
                                  voice links in the Contax and Orbitall       receipt of the
                                  environments                                 forecast

WAN (Voice
and data links)
</TABLE>

                                      E-23

<PAGE>

<TABLE>
<S>             <C>               <C>                                         <C>                <C>
                Capacity planning Adapt the environment to the Forecast and   Oversight =        Capacity Planning for the voice
                                  oversee use of the voice and data links     monthly reports    and data circuits
                                  through updating environment traffic        Adaptation =
                                  studies                                     100% of the
                                                                              adaptations in
                                                                              60 days

                Monitoring data   Monitor the data links, with fault          100% 24 x 7        Monitor link
                links             management and notification of the
                                  Telecommunications Carriers in the Orbitall
                                  environment

                Monitoring voice  Monitoring the voice links, in addition to  100% 24 x 7        Monitor voice link
                links             handling fault management and notifying
                                  the Telecommunications Carrier for the
                                  Orbitall services in the Contax environment

                Level 1 Support - Level 1 action for solving technical        100% 24 x 7        Notify Carrier in case of problems
                data links        problems noted during the Orbitall                             with the data links (Orbitall)
                                  environment monitoring process                                 environment

                Level 1 Support - Level 1 action for solving technical        100% 24 x 7        Notify Carrier in case of problems
                data links        problems during the Contax environment                         with the data links (Contax)
                                  monitoring process                                             environment

                Level 1 - voice   Level 1 action for solving technical        100% 24 x 7        Notify Carrier in case of problems
                links             problems during the environment monitoring                     with the voice links

                Level 2 - data    Level 2 action for solving problems not     100%, 5 x 8 on     Manage problems with Carriers for
                and voice links   resolved at Level 1, including all          standby for        voice and data circuits
                                  interactions with the Telecommunications    weekends and
                                  Carriers                                    holidays

                External          Provide encryption for data transfer        100% for           Specify requirements and contract
                encryption by     between the Contax / Orbitall sites through contracting in     resources for new telecommunication
                hardware          hardware on the circuits installed in the   60 days after      services
                                  Orbitall environment and Contax             receipt of the
                                                                              forecast

                Data Contingency  Provide contingency link between the        100%               Specify requirements and contract
                                  Orbitall IPI site and the Contax SPO site                      resources for new telecommunication
                                                                                                 services

                                  Provide contingency link between the Contax 100%               Contax
                                  SPO and Contax SDR sites

                Voice Contingency

                                  Notify the Carrier of call overflow at the  100%               Specify requirements and contract
                                  Contax site, in case of problems                               resources for new telecommunication
                                                                                                 services
</TABLE>

                                      E-24

<PAGE>

<TABLE>
<CAPTION>
    Type of                                                                                                    In Charge
  Technology    Type of Service                   Description                     Measurements        (See Responsibility Matrix)
-------------- -----------------  -------------------------------------------  ------------------  --------------------------------
<S>            <C>                <C>                                          <C>                 <C>
                                  Guarantee receipt of calls at the Contax     100%                Contax
                                  site, with Orbitall services attendance in
                                  case of problems Guarantee the physical
                                  setting for call routing between the hubs
                                  in compliance with the Governance Group
                                  Pre-Defined Strategies
                                                                               100%                Contax

               Version upgrading  Keep the equipment and all the applications  Half-yearly review  Supply voice and data circuits
               and updating       updated in order to ensure                                       between the attendance hubs
                                  operationalization in compliance
                                  with the business rules in effect at the
                                  time, in addition to ensuring full system
                                  security and integrity.

               Fixing loopholes   Updating security patches in the Partner     100%                Updating security patches in the
                                  technology environment                                           Partner technology environment
</TABLE>

                                      E-25
<PAGE>

<TABLE>
<CAPTION>
  Type of                                                                                                      In Charge (See
Technology      Type of Service                  Description                       Measurements            Responsibility Matrix))
------------------------------------------------------------------------------------------------------------------------------------
<S>         <C>                      <C>                                   <C>                           <C>
            Operating availability   Ensure availability of the ACD        99% availability of the ACD   Operating availability of
            of ACD and applications  equipment and applications, except    at the hubs, daily, 24 hours  the ACD and applications
                                     CTI, in compliance with the business  a day
                                     requirements of each client

            Operating availability   Ensure the availability of the        98% availability of the ACD   Operating availability of
            of CTI - ACD             CTI - ACD                             at the hubs, daily, 24 hours  the ACD and applications
                                                                           a day

            Operating availability   Ensure the availability of            99% availability of the ACD   Operating availability of
            of the trunk-line        connections to the trunk-lines for    at the hubs, daily, 24 hours  the ACD and applications
            connections by           the Orbitall services attendance      a day
            attendance service       routes

            Availability of          Ensure the availability of the        99% availability, daily,      Availability of
            electricity and air      electrical and air conditioning       24 hours a day                electricity/
            conditioning             infrastructure for the ACD equipment                                air-conditioning systems
                                     and applications

            Monitoring the ACD       Monitor the ACD equipment, the        100% 24 x 7                   Manage configurations,
            environment,             applications and CTI in terms                                       problems and changes
            applications and CTI     of problems, configurations and
                                     changes

            Forecast                 Forecast call volumes and total       Monthly reports with 90 days  Volumes forecast for
                                     attendance time for the incoming      advance notice                trunk line estimates
                                     call trunk lines for existing and
                                     new products

            Capacity planning        Adapt the environment to the          100% adaptation in 90 days    ACD capacity planning
                                     forecast and oversee use of the
ACD                                  ports (trunk lines, attendance
                                     positions, music and on-hold
                                     announcements, analog and digital
                                     extensions) and processing by the
                                     CPU and its services, through
                                     operating environment traffic
                                     studies

            On-hold announcements/   Provide messages and copyright for    100% new advertisements: 15   Implement operation
            night service            the on-hold announcements and/or      days and alterations: 3 days  expansions or install
                                     nigh service as requested and                                       new services
                                     subsequently validated by Orbitall

            On-hold music            Implement the on-hold music in the    100% new advertisements: 15   Implement operation
                                     Contax environment, after receipt     days and alterations: 3 days  expansions or install new
                                     of the messages and copyright                                       services
                                     forwarded by Orbitall

            Version upgrades and     Keep the equipment and all            Half-yearly review            Operating availability of
            updates                  applications updated in order to                                    the ACD and applications
                                     ensure operationalization in
                                     compliance with the business rules
                                     in effect at the time, in addition
                                     to ensuring full system security and
                                     integrity

            Fixing loopholes         Updating security patches in the      100%                          Updating security patches
                                     Partner technology environment                                      in the Partner technology
                                                                                                         environment

            Performance reports      Provide management reports on trunk   Supply of daily report (D+1)  Manage configurations,
                                     line occupancy, routes and CTI link                                 problems and change

            Downtime reports         Provide downtime reports for the ACD  In case of problems,          Manage configurations,
                                     environment and its applications,     100% in D+1                   problems and change
                                     with causes, diagnoses and
                                     corrections
</TABLE>

                                      E-26

<PAGE>

<TABLE>
<CAPTION>
  Type of                                                                                                      In Charge (See
Technology      Type of Service                  Description                       Measurements            Responsibility Matrix))
------------------------------------------------------------------------------------------------------------------------------------
<S>         <C>                      <C>                                   <C>                           <C>
            Creation / alteration    Create new configurations or alter    100% in one business day      Implement operation
            of new services          services in the ACD according to the                                expansions or new services
            (line-ups, routes,       Orbitall call forwarding definitions
            attendance positions,
            music and line-ups)

            Access to online         Provide remote access to the ACD      100% availability in 15 days  Operating availability of
            management tool          equipment for online monitoring and   for new access request and    the ACD and applications
                                     historical line up performance data   99% month access
                                                                           availability

            Supply of attendance     Supply of 5 remote attendance         100% availability in 15 days  Operating availability of
            positions (APs)          positions at the operations ACD for   for new access request and    the ACD and applications
                                     monitoring the production             99% month access
                                     environment                           availability
</TABLE>

                                      E-27
<PAGE>

<TABLE>
<CAPTION>
  Type of                                                                                                      in charge (See
Technology   Type of Service                           Description                           Measurements   Responsibility  Matrix)
----------   ---------------                           -----------                           ------------   ----------------------
<S>        <C>                <C>                                                          <C>              <C>
           Recovery and       Provide taps of recordings requested by Orbitall based on    100% within up   Availability
           tapping calls      the supply of search information for the recording           to 20 minutes    of recording
                                                                                           after request    environment

Digital    Supply of          Ensure the availability of the recording equipment           Availability of  Availability
recorders  equipment                                                                       equipment =      of recording
                                                                                            99% of daily    environment
                                                                                           availability
                                                                                            except for
                                                                                           agreed scheduled
                                                                                            maintenance
                                                                                           with guaranteed
                                                                                            95% recording
                                                                                           of calls

           On line / Off      Ensure storage of the information on media                   6 months         Online storage
           line Storage time

           Customer           Ensure that recordings are separated by client, not          100% compliant   Implementation
           separation         allowing a client to access the calls of other clients                        and expansion
                                                                                                            of recording
                                                                                                            system

           Capacity planning  Adapt the environment to the forecast and oversee the use    100% adaptation  Availability
                              of ports and CPU processing and its services through         in 90 days       of recording
                              operating environment traffic studies                                         environment

           Supply of remote   Provide up to 3 simultaneous remote accesses through         15 days for new  Availability
           access for         controlled media for Orbitall clients                        access request   of recording
           tapping calls                                                                   and 99% monthly| environment
                                                                                            availability

           Version upgrades   Keep the equipment and all applications updated in order to  Half-yearly
           and updates        ensure operationalization in compliance with the business    review
                              rules in effect at the time, in addition to ensuring full
                              system security and integrity

           Fixing loopholes   Updating security patches in the Partner technology          100%             Implementation
                              environment                                                                   and expansion of
                                                                                                            recording system

                                                                                                            Updating safety
                                                                                                            patches in the
                                                                                                            Partner technology
                                                                                                            environment

           Contingency        Provide contingency storage for recording media for          100%             Maintenance
           storage of media   disaster recovery situations.                                                 and support
           with recordings
</TABLE>

                                       E-28
<PAGE>

<TABLE>
<CAPTION>
  Type of                                                                                                        in charge (See
Technology   Type of Service                           Description                           Measurements    Responsibility  Matrix)
----------   ---------------                           -----------                           ------------  -------------------------
<S>        <C>                <C>                                                          <C>              <C>
           Availability of    Ensure local tariff charging media (tickets collector)       99% / month      Availability of local
           local tariff                                                                                     tariff- charging system
           charging system

Corporate  Tariff charging    Disclose monthly tariff charging reports for the             100% / month     Management of tariff
Telephony  system management  extensions, for collection                                                    charging system

           Local telephony    Ensure the availability of local links and tie-lines         99% / month      Management of local
           system management                                                                                telephony system

           Equipment          Ensure the availability of the Telecom laboratory equipment  99%, 24 x 7,     Equipment
           availability       - voice (ACD, IVR and CTI) ensuring the feasibility of       except for       availability
Telecom                       production environment trials                                agreed scheduled
laboratory                                                                                 maintenance
- voice

           Version upgrades   Keep the equipment and all applications updated in order to  Half-yearly             -
           and updates        ensure operationalization in compliance with the business    review
                              rules in effect at the time, in addition to ensuring full
                              system security and integrity.
           Fixing loopholes
                              Updating security patches in the Partner technology
                              environment

                                                                                           100%             Equipment
                                                                                                            availability
                                                                                                            Updating
                                                                                                            security
                                                                                                            patches
                                                                                                            in Partner
                                                                                                            technology
                                                                                                            environment

           Supply of Genesys  Ensure the supply of Genesys / Siebel licenses               n/a              Supply of
           /Siebel licenses                                                                                 Genesys /
                                                                                                            Siebel licenses
</TABLE>

                                      E-29
<PAGE>

                                    ANNEX VI

                                 SCORING FAULTS

This is an integral part of the Contact Service Agreement signed by the Parties
mentioned below on April 1, 2004.

PARTIES:    Orbitall Servicos e Processamento de Informacoes Comerciais Ltda.
            ("ORBITALL")

            Inovacao Contact Center Services de Contatos Telefonicos Ltda.
            ("PARTNER").

This Annex establishes the scoring system for Systematic Non-Compliance with the
Agreement as stipulated therein. This system assigns points to various types of
events that constitute non-compliance with the Agreement, assigned to each of
the PARTIES. The points scored by each Party will be added together and when
reaching 100 (one hundred) or more points, the other PARTY will have the right
stipulated in Clause Nine of the Agreement without adversely affecting the other
consequences stipulated therein.

The points assigned to the PARTNER for non-compliance with the Agreement will be
generally subject to the exceptions specifically stipulated in the Agreement,
calculated as a direct function of the penalties owed by the PARTNER under the
Agreement. For each percentage point on the Services Remuneration for a given
month of the Agreement in which the PARTNER is obliged to pay a penalty in the
same month or as compensation for losses and damages caused to ORBITALL under
the Agreement, one point will be assigned. For explanatory purposes, we take the
following example: assuming that the Services Remuneration for the month of May
2004 corresponds to the amount of [*****], for each [*****] the PARTNER is bound
to pay in penalties or compensation to ORBITALL, one point will be assigned to
the PARTNER for this month.

Simultaneously, the points assigned to ORBITALL for non-compliance with the
Agreement will generally be subject to the exceptions specifically stipulated
therein, calculated as a direct function of the loss of the Services
Remuneration suffered by the PARTNER due to faults on the part of ORBITALL in
fulfilling its duties and responsibilities, which are required for the PARTNER
to perform the Services. For each percentage point reduction in this Services
Remuneration proven to have been caused by ORBITALL faults, one point will be
assigned. For explanatory purposes, we consider the following example: assuming
that the Services Remuneration for the month of May 2004 should correspond to
the amount of [*****], if ORBITALL had not committed the faults in question, for
each [*****] loss of Services Remuneration suffered by the PARTNER in the same
month, one point will be assigned.

                                      F-1

<PAGE>

                                    ANNEX VI

                                 SCORING FAULTS

The partial points assigned to each of the PARTIES, calculated as stipulated
herein, will be rounded up. For example, if the Services Remuneration for a
given month were to be [*****] and if the penalties owed by the PARTNER to
ORBITALL were to be [*****] for the same month, the application of the formula
stipulated above would result in 1.1 point for the PARTNER. In this case the
amount of 1.1 would be rounded up to 2.

The points scored for a specific event by a PARTY will remain valid for a period
of 180 (one hundred and eighty) days, meaning that 180 (one hundred and eighty)
days after the events related to the points in question, such points will
expire.

The points stipulated here do not exclude provisions on points in the Operating
Agreements and other applicable documents, which points will be taken under
consideration in a similar manner for the purposes of categorizing Systematic
Non-Compliance with the Agreement.

                                      F-2

<PAGE>

                                    ANNEX VII
                         OPERATING AGREEMENTS - SERVICES

This Annex is an integral part of the Contact Services Agreement signed by the
PARTIES mentioned below on April 1, 2004.

PARTIES:    Orbitall Servicos e Processamento de Informacoes Comerciais Ltda.
            ("ORBITALL")

            Inovacao Contact Center Servicos de Contatos Telefonicos Ltda.
            ("PARTNER")

The definitions used in this document have the meaning stipulated in the
Agreement, unless expressly stipulated otherwise.

1 -   This Annex regulates the quality of the assisted attendance and
      electronic attendance Services to be rendered by the PARTNER to ORBITALL
      through the Agreement.

      a)    All the OPERATING LEVEL COMMITMENTS AND PENALTIES described in the
            Quality Book as defined in the Agreement.

      b)    Each Physical or Logical Line-Up or group of Physical or Logical
            Line-Ups has its own relevant Operating Level Commitments and
            Penalties that are described in the Quality Book.

      1.1 - Assisted Attendance Service

            a)    Description of the Service

                  Assisted Attendance is intended to underpin the human
                  relationship between the End Client and the ORBITALL Client,
                  including providing information on products, services, bills
                  and other processes required for the relationship, such as
                  retention and sales.

                  Assisted Attendance may be inbound, outbound or blended,
                  prompted by a telephone call, e-mail or chat room, depending
                  on the characteristics defined for each specific Physical or
                  Logical Line-Up.

                  Assisted Attendance is provided in compliance with the
                  definitions, policies and procedures notified by ORBITALL to
                  the PARTNER and as covered in this Operating Agreement.

                  Assisted Attendance Services are defined by ORBITALL for each
                  Orbitall Client and/or by Physical or Logical Attendance
                  Line-Up, with the PARTNER possibly being requested to provide
                  a separate physical environment for a specific operation.

                                      G-1

<PAGE>

            Each Physical or Logical Attendance Line-Up has specific
      characteristics defined by:

            -     Average Attendance Time (TMA)

            -     Average Waiting Time (TME)

            -     Telephone Service Factors (TSF)

            -     Operator Wage Level

            -     Span (Operator x Supervisor Ratio)

            -     Volume (per call per minute)

            -     Percentage Hang-up Calls

            -     Attendance hours (days and times) - e.g.: 24 hours, 7 days a
                  week Site (single or multiple sites)

            b)    Service Composition:

                  -     The rendering of the Services by each operation site has
                        the following requirements:

                        -         Automatic Call Distributor (DAC), connected or
                              not the ARU as stipulated in Annex V -
                              Infrastructure and Facilities;

                        -         Telephone Terminals with headset as stipulated
                              in Annex V - Infrastructure and Facilities;

                        -         Desktop computer with the configuration
                              appropriate for providing the front end facilities
                              required for the attendance as stipulated in Annex
                              V - Infrastructure and Facilities;

                        - Appropriate furniture and fittings in compliance
                          with Brazilian Law;

                        - Preventive and corrective desktop information
                          technology maintenance as well as for the
                          telecommunications structure;

                        - Human resources trained for the Services in question;

                        - Operation, supervision and management;

                        - Training the Attendance Teams for the call center
                          functions;

                        - Processes and tools guaranteeing the dissemination
                             of the information related to the operations of
                             the Attendance Teams, in the performance of their
                             functions;

                        - Processes and tools that ensure quality monitoring;

                        -     Physical or Logical Attendance Line-Up Reports.

                        -     Contingencies as described in the Agreement with
                          regard to the Contingency Plan;

                        -     Procedures and tools for taping calls as requested
                          by ORBITALL for each Attendance Route.

      The Assisted Attendance Service will be rendered by the PARTNER in
      compliance with the following indicators for each Physical or Logical
      Attendance Line-Up, whose targets are given in the Quality Book.

                                      G-2

<PAGE>

1.1.1) OPERATION INDICATOR 1 - TELEPHONE SERVICE FACTOR (TSF)

      The Telephone Service Factor is the percentage calls answered within a
      specific period of time expressed through a fraction in which the
      numerator is the number of calls answered plus the hang-up calls during
      the stipulated period of time, and the denominator is the total number of
      calls answered plus the hang-up calls.

FOR CALCULATION PURPOSES, THE FOLLOWING FORMULA WILL BE USED:

      [(Total number of calls answered + total number of hang-up calls < both up
      to the agreed number of seconds >) / (total number of calls answered +
      total number of hang-up calls)].

1.1.2) OPERATION INDICATOR 2 - HANG-UP CALLS SERVICE INDICATOR

      Allows only a maximum pre-set percentage of the calls received through the
      Assisted Attendance Service to be hung-up prior to being answered. The
      methodology for calculating each indicator should be stipulated in the
      Quality Book.

1.1. 3) OPERATION INDICATOR 3 - MONITORING THE OPERATORS

      This indicator is designed to measure the quality of the services rendered
      by the operator to the end-client, pursuant to the standards stipulated in
      the Quality Book. The indicator will be calculated through a procedure in
      which the PARTNER Operators will be monitored and their answered calls
      recorded randomly (voice and screen) in order to assign them a score for
      the quality of their attendance services.

1.1.4) OPERATION INDICATOR 4 - SATISFACTION POLL

      Attain a minimum percentage in the Satisfaction Poll carried out with the
      End Client for the Services rendered by the PARTNER.

1.1.5) OPERATION INDICATOR 5 - COMMUNICATIONS

      Undertake communications for the Operators in an adequate manner with
      regard to the procedures, products and services, within the deadlines
      stipulated in the table given in the Quality Book.

1.1.6) OPERATION INDICATOR 6 - AVERAGE WAITING TIME (TME)

      The Average Waiting Time for the End Client awaiting assisted attendance
      as from the transfer from the electronic attendance services to the
      assisted attendance, or transfer through internal line-ups.

      The composition of the Average Waiting Time (TME) is taken as being the
      average of all the waiting times in seconds, for all calls received.

1.1.7) OPERATION INDICATOR 7 - AVERAGE ATTENDANCE TIME (AVERAGE ATTENDANCE TIME
(TMA)

      The Average Attendance Time (TMA) is taken as being the duration of the
      call as from the time at which it is answered by the Operator through to
      its termination.

                                      G-3

<PAGE>

      The composition of the Average Attendance Time (TMA) consists of:

      (a)   The Average Conversation Time (TMC);

      (b)   The Average Hold Time during a conversation (TMH);

      (c)   The Average Task Time after the conversation (TMT).

1.1.8) OPERATION INDICATOR 8 - AVAILABILITY OF ATTENDANCE POSITION

      The availability of the Attendance Position (PA) to comply with the
      following characteristics:

            -     Operator Level (profile)

            -     Operator Available

            -     Date and time of attendance

            -     Infrastructure - PA

            -     Functionality

      -     Be available for attendance at the contracted attendance time and
            date with the infrastructure and resources required to operate
            online. Infrastructure is taken to mean a desk and chair in good
            conditions of use, with electronic equipment available, and a
            network point and electricity functioning perfectly. Human resources
            are taken to mean the operator, the supervisor and the operations
            manager.

The manner in which this indicator is calculated will be defined on a
case-by-case basis in the Quality Book.

1.1.9) OPERATION INDICATOR 9 - TRAINING

      Organize the training required by ORBITAL for the operators, supervisors
      and operation mangers of the PARTNER in an adequate manner, with the
      deadline stipulated in the Quality Book.

      1.1.10) OPERATION INDICATOR 10 - ATTENDANCE THROUGH E-MAIL

            E-mail attendance should reach a minimum attendance percentage
            during a given period of time as defined in the Quality Book.
            Example: 100% response to e-mails within up to D+2 business days,
            with "D" being the day on which the e-mail was received.

            Attendance by e-mail includes receipt, understanding the request and
            responding to the End Client.

      1.1.1 1) OPERATION INDICATOR 11 - PROVIDE REPORTS

            This indicator assesses compliance with the deadlines for forwarding
            each Report by the PARTNER to ORBITALL as pre-defined in the Quality
            Book. A Report is deemed to have been delivered on time when it does
            not contain any errors of information or does not comply with the
            agreed scope.

                                      G-4

<PAGE>

      1.1.12) OPERATION INDICATOR 12 - GENERAL ATTENDANCE QUALITY RATING

            a)    This is the outcome of a basket of weighted indicators using
                  the factors described in Annex VI - Scoring on a monthly
                  basis, either fully or partially.

1.2 - Electronic Attendance Service

a)    Description of the Electronic Attendance Service
      Electronic Attendance is an interactive, automated system that identifies
      the End Client and provides information with no need for human
      relationship, or else directs the call to the Physical or Logical Line-Ups
      for the pertinent Assisted Attendance, with the End Client already having
      been identified, in order to streamline the attendance procedures.

      The Service is rendered through integrating the ORBITALL systems and
      equipment and the PARTNER equipment; the former handle the intelligence
      required to identify and confirm the End Clients, extracting information
      on their accounts from the ORBITALL database, while the latter handles the
      information received from the former, providing the End Clients with the
      requested audible response (or by fax).

b)    This Service includes:

      -     Management and supply of the Audible Response Unit (ARU)
            infrastructure hardware:

      -     Management of the occupancy of the Audible Response Unit (ARU) ports
            (capacity planning);

      -     Supply and updating of the talkers;

      -     Supply of music and messages for the Physical or Logical Waiting
            Line-Ups

      -     Providing reports on the use and performance of the Audible Response
            Units (ARUs) use and performance;

-     Contingency.

c)            Services associated with the ARUs

      Forwarding monthly reports on the ARUS covering:

      -     Loss of ticket (loss of call identification data);

      -     Daily occupancy of the ARUs, specifying the times, percentage
            occupied and volume of HMM.

1.2.1) OPERATION INDICATOR 13 - AVAILABILITY OF THE ARU

      a)    Availability as stipulated in Annex V - Infrastructure and
            Facilities.

      b)    For the purposes of this calculation, non-availability will not be
            calculated when caused by scheduled halts and the
            correction/maintenance of the mainframes and gateways, as well as
            emergency halts for corrective maintenance in the Audible Response
            Unit (ARU) equipment, provided that this has been agreed in advance
            with ORBITALL.

                                      G-5

<PAGE>

1.2.2) OPERATION INDICATOR 14 - FREE LINE AT PEAK PERIODS (HMM)

      a)    Availability as stipulated in Annex V - Infrastructure and
            Facilities.

      b)    For calculation purposes the following formula will be used:

[Total number of calls received by the ACD / Total number of calls delivered by
the concessionaire*]

*     Total number of calls received at the ACD + Total number of calls
      receiving a busy tone

3.1 - ATTENDANCE SYSTEMS

ORBITALL should supply the Attendance Systems for the PARTNER to render the
Assisted Attendance Services and Electronic Attendance Services.

The following Attendance Systems will be made available to the PARTNER:

      (a)   Front End Systems: these are the systems that the PARTNER will use
            to provide the Assisted Attendance.

      (b)   Electronic Attendance Systems: these are the systems that the
            PARTNER will used to provide the Electronic Attendance.

The Front End systems and the various Electronic Attendance systems to be used
for the Attendance Operations covered by this Annex are the responsibility of
ORBITALL as well as maintenance and alterations thereto, with the PARTNER
responsible for handling the attendance procedures systems.

ORBITALL may request the PARTNER to provide the attendance using the Front End
System of the Orbitall Client. Unless previously authorized by ORBITALL, the
PARTNER may not under any circumstances whatsoever develop and modify the Front
End Systems owned by ORBITALL or the Orbitall Client, nor may it provide any
assisted attendance using Front End Systems that are not provided by ORBITALL.

4 - Penalties

The PARTIES hereby agree that the penalty stipulated in the "Penalty" column of
the Quality Book will be applied for non-compliance by the PARTNER with
Operating Level agreed between the PARTIES.

                                      G-6

<PAGE>

QUALITY BOOK
SERVICES TABLE - CITIPHONE BANKING

<TABLE>
<CAPTION>
                                                            OPERATING LEVEL
CLIENT          ROUTE                SERVICE NAME             COMMITMENT               PENALTIES/REMARKS
------  -----------------------  -----------------      -----------------------   ----------------------------
<S>     <C>                      <C>                    <C>                       <C>
        General

        4012, 4014, 4015, 4016,  CITIPHONE BANKING      Provide Reports -         Monthly report provided by
        4017, 4018, 4019, 4020                          Availability of Monthly   the 3rd business day of each
                                                        Report                    month containing: Calls
                                                                                  Received, Calls Answered,
                                                                                  Hang-up Calls, % Hang-ups,
                                                                                  TSF, IVR Brazil Performance
                                                                                  (Calls Received, Calls on
                                                                                  Hold, % on Hold) % IVR
                                                                                  Occupancy, Availability of
                                                                                  Voice System, Availability
                                                                                  of Monthly Report by 7th
                                                                                  business day containing:
                                                                                  Monitoring Quality and
                                                                                  Attendance Quality.

                                                                                  The Partner should notify
                                                                                  Orbitall whenever it is not
                                                                                  possible to provide the
                                                                                  daily report by the 3rd
                                                                                  business day of the
                                                                                  subsequent month. When this
                                                                                  occurs, the forecast
                                                                                  availability thereof should
                                                                                  be notified.

        4012, 4014, 4015, 4016,  RECORDING CITIPHONE    RECORD 100% of all calls  Availability of TELEPHONE
        4017, 4018, 4019, 4020   BANKING                answered                  RECORDERS in the recording
                                                                                  system: up to 4 (four) hours
                                                        Store 100% of all calls   after the request, except in
                                                        for six months            case of some anomaly in the
                                                                                  equipment, in which case
                                                        MAKE 100% of calls        compliance will take place
                                                        available as requested    within 8 (eight) business
                                                        during the agreed period  hours after the request.

        4012, 4014, 4015, 4016,  CITIPHONE BANKING      PROVIDE REPORTS           PROVIDE ALL CURRENT REPORTS
        4017, 4018, 4019, 4021                                                    WITHIN THE AGREED PERIODS
                                                                                  AND DEADLINES.

        IVR

        4012, 4014, 4015, 4016,  ELECTRONIC ATTENDANCE  AVAILABILITY OF THE ARU
        4017, 4018, 4019, 4019   CITIPHONE BANKING       -
                                                        99% availability of all
                                                        ARU ports, 24-hours a
                                                        day, every day of the
                                                        month
</TABLE>

                                      G-7

<PAGE>

QUALITY BOOK
SERVICES TABLE - CITIPHONE BANKING

<TABLE>
<CAPTION>
                                                            OPERATING LEVEL
CLIENT          ROUTE                SERVICE NAME             COMMITMENT               PENALTIES/REMARKS
------  -----------------------  ---------------------  ------------------------  ----------------------------
<S>     <C>                      <C>                    <C>                       <C>
        General

        4012, 4014, 4015, 4016,  ELECTRONIC ATTENDANCE  % ARU OCCUPANCY - 99%
        4017, 4018, 4019, 4020   CITIPHONE BANKING      maximum occupancy of the
                                                        ARU in the month

        4012, 4014, 4015, 4016,  ELECTRONIC ATTENDANCE  IVR RETENTION - 60% of
        4017, 4018, 4019, 4020   CITIPHONE BANKING      the calls answered
                                                        electronically, avoiding
                                                        intervention by assisted
                                                        attendance
</TABLE>

                                       G-8

<PAGE>

QUALITY BOOK
SERVICES TABLE - CITIPHONE BANKING

<TABLE>
<CAPTION>
                                                            OPERATING LEVEL
CLIENT          ROUTE                SERVICE NAME             COMMITMENT               PENALTIES/REMARKS
------  -----------------------  -----------------      ------------------------  ----------------------------
<S>     <C>                      <C>                    <C>                       <C>
        General

        4012, 4014, 4015, 4016,  CITIPHONE BANKING      Information provided by
        4017, 4018, 4019, 4020                          Orbitall for the Partner
                                                        Operations - These
                                                        periods represent the
                                                        time during which the
                                                        Partner should receive
                                                        and make information
                                                        available to the
                                                        Attendants: Routine
                                                        Alterations = "D+1" day,
                                                        New Product Registration
                                                        = "D+5" day; Emergency
                                                        Information = on "D" day
                                                        for request received by
                                                        4:00 p.m.; "D+1" day for
                                                        requests received after
                                                        4:00 p.m.

        4012, 4014, 4015, 4016,  CITIPHONE BANKING      Provide Reports  -        Availability of daily report
        4017, 4018, 4019, 4020                          Availability of Daily     (MIS) by 10:00 a.m. CONTENTS
                                                        Reports to Orbitall       OF DAILY REPORT: Calls
                                                                                  Received IVR, Calls on Hold,
                                                                                  % on Hold IVR, Calls
                                                                                  Received - Assisted; Calls
                                                                                  Answered - Assisted, Hang-up
                                                                                  Calls, % Hang-ups, TME, TSF
                                                                                  and highlights.

                                                                                  The Partner should notify
                                                                                  Orbitall by 10:00 a.m.
                                                                                  whenever the report cannot
                                                                                  be provided for any reason
                                                                                  whatsoever (system downtime
                                                                                  etc).
</TABLE>

                                      G-9

<PAGE>

SERVICES TABLE - BY CLIENT
SERVICES TABLE - CITIPHONE / OTHER SERVICES

<TABLE>
<CAPTION>
                                                                                          TSF INDICATORS
                                    OPERATING LEVEL         EXTENSIONS /      CONTRACT   PROCESS BY AP OR
CLIENT    LINE-UP  SERVICE NAME       COMMITMENT             LINE-UPS         VALIDITY      PROCEDURE          PENALTIES / REMARKS
-------- -------- ------------- ----------------------- --------------------- -------- ----------------------- --------------------
<S>      <C>      <C>           <C>                     <C>                   <C>      <C>                     <C>
CITI-    OUTBOUND  WELCOME CALL Agree (respecting the   3065/3102/34403/3146   Jun 10  4 APs for Level B, 4    APs with recording
PHONE              BANKING      installed capacities)                                  Operators
OTHER                           and ensure compliance
SERVICES                        with the target set for                                Monday - Friday,
                                the appraisal period                                   09:00 - 18:00

         OUTBOUND SATISFACTION  Agree (respecting the   6955/6615              Jun 24  2 APs for Level B, 2    APs with recording
                  POLL          installed capacities)                                  Operators
                                and ensure compliance
                                with the target set for                                Monday - Friday,
                                the appraisal period                                   14:00 - 20:00

         INBOUND  CITI-BUSINESS Agree (respecting the   4020                   Jul 1   3 APs for Level C, 3    APs with recording
                                installed capacities)                                  Operators
                                and ensure compliance
                                with the target set for                                Monday - Friday,
                                the appraisal period                                   09:00 - 18:00
                                Agree (respecting the
                                installed capacities)
                                and ensure compliance
                                with the target set for
                                the appraisal period

         OUTBOUND RELATIONSHIP  Agree (respecting the   3024/3169/3323         Jul 10  2 APs for Level B, 2    APs with recording
                  (PRO-ACTIVE)  installed capacities)                                  Operators
                                and ensure compliance
                                with the target set for                                Monday - Friday,
                                the appraisal period                                   09:00 - 18:00

         OUTBOUND RELATIONSHIP  Agree (respecting the   3180/6869/3345         Aug 15  3 APs for Level B, 3    APs with recording
                                installed capacities)                                  Operators
                                and ensure compliance
                                with the target set for                                Monday - Friday,
                                the appraisal period                                   09:00 - 6:00 p.m.

         OUTBOUND CARDS         Agree (respecting the   3442/3368/6859/3070/3  Feb 21  5 4 APs for Level B, 10  APs with recording
                                installed capacities)   483                            Operators
                                and ensure compliance
                                with the target set for                                Monday - Friday,
                                the appraisal period                                   08:00 - 20:00

                                                                                       Saturday 09:00 - 18:00
</TABLE>

                                      G-10

<PAGE>

<TABLE>
<S>      <C>           <C>                     <C>                    <C>     <C>                     <C>
OUTBOUND CARDS         Agree (respecting the   6804/3491/3493/3526/3  May 1   7 4 APs for Level B, 14 APs with recording
                       installed capacities)   487/3484/3481                  Operators
                       and ensure compliance
                       with the target set for                                Monday - Friday,
                       the appraisal period                                   08:00 - 20:00

                                                                              Saturday 09:00 - 18:00

INBOUND  INSURANCE                             4108                   Dec 2   3 4 APs for Level C, 6  APs without recording
                                                                              Operators

                                                                              Monday - Saturday
                                                                              08:00 - 23:00

OUTBOUND WELCOME CALL  Agree (respecting the   3406/3402              Oct 13  2 4 APs for Level D, 2  APs with recording
         CARDS         installed capacities)                                  Operators
                       and ensure compliance
                       with the target set for                                Monday - Friday,
                       the appraisal period                                   09:00 - 18:00
</TABLE>

                                      G-11
<PAGE>

SERVICES TABLE - BY CLIENT
SERVICES TABLE - CITIPHONE / OTHER SERVICES

<TABLE>
<CAPTION>
                                                                                               TSF INDICATORS
                                                                        EXTENSIONS   CONTRACT  PROCESS BY AP
CLIENT   LINE-UP  SERVICE NAME         OPERATING LEVEL COMMITMENT       / LINE-UPS   VALIDITY  OR PROCEDURE    PENALTIES / REMARKS
-------  -------  -------------   ------------------------------------  ----------   --------  --------------  -------------------
<S>      <C>      <C>             <C>                                   <C>          <C>       <C>             <C>
         ALL      CITIPHONE       Information provided by Orbitall        ALL          ALL     Not             Not Applicable
                  BANKING         for the Partner Operations - These                           Applicable
                                  periods represent the time during
                                  which the Partner should receive
                                  and make information available to
                                  the Attendants: Routine Alterations
                                  = "D+1" day, New Product
                                  Registration = "D+5" day; Emergency
                                  Information = on "D" day for
                                  request received by 4:00 p.m.;
                                  "D+1" day for requests received
                                  after 4:00 p.m.

         ALL      CITIPHONE      Provide reports                         ALL           ALL     Not             Availability of daily
                  BANKING                                                                      Applicable      report (MIS) by
                                 Daily Report Available to Orbitall                                            10:00 a.m. CONTENTS
                                                                                                               OF DAILY REPORT:
                                                                                                               Calls Received IVR,
                                                                                                               Calls on Hold, % on
                                                                                                               Hold IVR, Calls
                                                                                                               Received - Assisted;
                                                                                                               Calls Answered
                                                                                                               - Assisted, Hang-up
                                                                                                               Calls, % Hang-ups,
                                                                                                               TME, TSF and
                                                                                                               highlights.

                                                                                                               The Partner should
                                                                                                               notify Orbitall by
                                                                                                               10:00 a.m. whenever
                                                                                                               the report cannot
                                                                                                               be provided for any
                                                                                                               reason whatsoever
                                                                                                               (system downtime
                                                                                                               etc).
</TABLE>

                                      G-12

<PAGE>

SERVICES TABLE - BY CLIENT
SERVICES TABLE - CITIPHONE / OTHER SERVICES

<TABLE>
<CAPTION>
                                                                                                    TSF
                                                                                                 INDICATORS
                                                                                                 PROCESS BY
                                                                        EXTENSIONS /   CONTRACT    AP OR
CLIENT   LINE-UP  SERVICE NAME        OPERATING LEVEL COMMITMENT          LINE-UPS     VALIDITY  PROCEDURE     PENALTIES / REMARKS
-------  -------  -------------  -------------------------------------  -------------  --------  ----------  ----------------------
<S>      <C>      <C>            <C>                                    <C>            <C>       <C>         <C>
           ALL    CITIPHONE      Provide reports Availability of             ALL         ALL     Not         Availability of Monthly
                  BANKING        Monthly Report                                                  Applicable  report provided by the
                                                                                                             3rd business day of
                                                                                                             each month
                                                                                                             containing: Calls
                                                                                                             Received, Calls
                                                                                                             Answered, Hang-up
                                                                                                             Calls, % Hang-ups,
                                                                                                             TSF, IVR Brazil
                                                                                                             Performance (Calls
                                                                                                             Received, Calls on
                                                                                                             Hold, % on Hold) %
                                                                                                             IVR Occupancy,
                                                                                                             Availability of Voice
                                                                                                             System, Availability
                                                                                                             of Monthly Report by
                                                                                                             7th business day
                                                                                                             containing:
                                                                                                             Monitoring Quality
                                                                                                             and Attendance
                                                                                                             Quality.

                                                                                                             The Partner should
                                                                                                             notify Orbitall
                                                                                                             whenever it is not
                                                                                                             possible to provide
                                                                                                             the daily report by
                                                                                                             the 3rd business day
                                                                                                             of the subsequent
                                                                                                             month. When this
                                                                                                             occurs, the forecast
                                                                                                             availability thereof
                                                                                                             should be notified.

           ALL    CITIPHONE      Provide Reports                             ALL         ALL      Not        Provide all current
                  BANKING                                                                        Applicable  reports within the
                                                                                                             agreed periods and
                                                                                                             deadlines
</TABLE>

                                      G-13
<PAGE>

QUALITY BOOK
SERVICES TABLE - CITIPHONE CARDS

<TABLE>
<CAPTION>
    CLIENT            ROUTE            SERVICE NAME           OPERATING LEVEL COMMITMENT                 PENALTIES/REMARKS
------------------------------------------------------------------------------------------------------------------------------------
<S>             <C>                 <C>                   <C>                                  <C>
                General

Citiphone Cards 4484, 4442, 4441,   CITIPHONE CARDS       FREE LINE PEAK PERIOD - 99% free
                1836, 4440, 4211,                         access to Attendance Hub during
                                                          peak period

                4484, 4442, 4441,   CITIPHONE CARDS       TSF - Monthly Average of no less
                1836, 4440, 4211                          than [*****] of calls answered
                                                          within [*****] seconds.

                4484, 4442, 4441,   CITIPHONE CARDS       TME - Average Waiting Time = 20
                1836, 4440, 4211                          seconds / monthly

                4484, 4442, 4441,   CITIPHONE CARDS       HANG-UP CALLS - [*****] of  hang-up
                1836, 4440, 4211                          calls in the Assisted Attendance
                                                          line-up / monthly

                4484, 4442, 4441,   CITIPHONE CARDS       ATTENDANCE QUALITY -  100% of
                1836, 4440, 4211                          operators scoring at least 85
                                                          points in the monthly appraisal

                4211                RECORDING CITIPHONE   RECORD 100% of all calls answered.   PROVIDE TELEPHONE RECORDINGS in the
                                    CARDS                 STORE 100% calls for 6 months.       recording system:  within 4 (four)
                                                          HANDLE 100% of the calls requested   hours after the request, except in
                                                          within the agreed period.            case of an anomaly in the equipment,
                                                                                               in which case the  response will
                                                                                               take place within  8(eight) hours
                                                                                               after the request.

                4054                CITIPHONE CARDS       TME - Average Waiting Time = 90
                                    RETENTION             seconds / monthly

                4054                CITIPHONE CARDS       TSF - Monthly Average of no less
                                    RETENTION             than [*****] of calls answered
                                                          within [*****] seconds.

                4054                CITIPHONE CARDS       HANG-UP CALLS - [*****] of  hang-up
                                    RETENTION             calls in the Assisted Attendance
                                                          line-up / monthly

                4054                CITIPHONE CARDS       ATTENDANCE QUALITY -  100% of
                                    RETENTION             operators scoring at least 85
                                                          points in the monthly appraisal

                4484, 4442, 4441,   CITIPHONE CARDS       MONITORING THE OPERATORS - 100% of
                1836, 4440, 4211,   RETENTION AND         the operators monitored at least
                4054                CITIPHONE CARDS       once a month

                ALL                 ALL                   PROVIDE REPORTS                      PROVIDE ALL CURRENT REPORTS WITHIN
                                                                                               THE AGREED PERIODS AND DEADLINES
</TABLE>

                                      G-14
<PAGE>

QUALITY BOOK
SERVICES TABLE - CITIPHONE CARDS

<TABLE>
<CAPTION>
     CLIENT            ROUTE            SERVICE NAME            OPERATING LEVEL COMMITMENT                PENALTIES/REMARKS
------------------------------------------------------------------------------------------------------------------------------------
<S>              <C>                  <C>                 <C>                                   <C>
                 General

                 4484, 4442, 4441,    CITIPHONE CARDS     Information provided by Orbitall for
                 1836, 4440, 4211,    RETENTION AND       the Partner Operations - These
                 4054                 CITIPHONE CARDS     periods represent the time during
                                                          which the Partner should receive and
                                                          make information available to the
                                                          Attendants: Routine Alterations =
                                                          "D+1" day, New Product Registration
                                                          = "D+5" day; Emergency Information =
                                                          on "D" day for request received by
                                                          4:00 p.m.; "D+1" day for requests
                                                          received after 4:00 p.m.

                 4484, 4442, 4441,    CITIPHONE CARDS     Provide reports                       Availability of daily report (MIS)
                 1836, 4440, 211,     RETENTION AND       Daily Report Available to Orbitall    by 10:00 a.m. CONTENTS OF DAILY
                 4054                 CITIPHONE CARDS                                           REPORT: Calls Received IVR, Calls
                                                                                                on Hold, % on Hold IVR, Calls
                                                                                                Received - Assisted; Calls Answered
                                                                                                - Assisted, Hang-up Calls, %
                                                                                                Hang-ups, TME, TSF and highlights.
                                                                                                The Partner should notify Orbitall
                                                                                                by 10:00 a.m. whenever the report
                                                                                                cannot be provided for any reason
                                                                                                whatsoever (system downtime etc).

                 4484, 4442, 4441,    CITIPHONE CARDS     Provide reports                       Monthly report provided by the 3rd
                 1836,4440, 4211,     RETENTION AND       Availability of Monthly Report        business day of each month
                 4054                 CITIPHONE CARDS                                           containing: Calls Received, Calls
                                                                                                Answered, Hang-up Calls, %
                                                                                                Hang-ups, TSF, IVR Brazil
                                                                                                Performance (Calls Received, Calls
                                                                                                on Hold, % on Hold) % IVR
                                                                                                Occupancy, Availability of Voice
                                                                                                System, Availability of Monthly
                                                                                                Report by 7th business day
                                                                                                containing: Monitoring Quality and
                                                                                                Attendance Quality.
                                                                                                The Partner should notify Orbitall
                                                                                                whenever it is not possible to
                                                                                                provide the daily report by the 3rd
                                                                                                business day of the subsequent
                                                                                                month. When this occurs, the
                                                                                                forecast availability thereof
                                                                                                should be notified.
</TABLE>

                                      G-15
<PAGE>

QUALITY BOOK
SERVICES TABLE - CITIPHONE CARDS

<TABLE>
<CAPTION>
     CLIENT           ROUTE          SERVICE NAME            OPERATING LEVEL COMMITMENT                  PENALTIES/REMARKS
------------------------------------------------------------------------------------------------------------------------------------
<S>              <C>             <C>                     <C>                                     <C>
                 General

                 ALL             All electronic          Availability of the ARU - 99%
                                 attendance services     availability for all the ARU ports,
                                                         24-hours a day, every day of the
                                                         month.
</TABLE>

                                      G-16

<PAGE>

QUALITY BOOK
SERVICES TABLE - ITAU

<TABLE>
<CAPTION>
 CLIENT          ROUTE              Service Name             Operating Level Commitment                   Penalties/Remarks
------------------------------------------------------------------------------------------------------------------------------------
<S>       <C>                   <C>                       <C>                                    <C>
          Assisted Attendance

Itaucard  4499                  Consumer Attendance:      TSF - [*****] of calls answered        Description of the Itau Penalty is
                                Unblocking Assisted       within up to [*****] seconds MONTH     given below
                                Attendance

          428, 4429, 4331,      Consumer Attendance:      TSF - [*****] of calls answered        Description of the Itau Penalty is
          4338, 4410            Assisted Attendance -     within up to [*****] seconds MONTH     given below
                                Level 1
                                (Electronic and
                                National Variants with
                                lower limit of R$
                                2,000.00,
                                Applicants, BankFone
                                and Disque Itau)

          3030, 4427, 4447,     Consumer Attendance:      TSF - [*****] of calls answered        Description of the Itau Penalty is
          4598                  Assisted Attendance -     within up to [*****] seconds MONTH     given below
                                Level 2
                                (International, Gold,
                                Diners, Electronic and
                                National Variants with
                                upper limit of R$
                                2,000.00)

          4080                  Consumer Attendance:      TSF - [*****] of calls answered        Description of the Itau Penalty is
                                Account Retention         within up to [*****] seconds MONTH     given below

          4423                  Consumer Attendance:      TSF - [*****] of calls answered
                                Platinum/Personnalite     within up to [*****] seconds Weekly
                                Attendance

          4328, 4318            Consumer Attendance:      TSF - [*****] of calls answered
                                Insurance Attendance      within up to [*****] seconds MONTH

          4499                  Unblocking                Attendance Hang-Up Rate - Answer 95%
                                                          of the calls MONTH

          4428, 4429, 4331,     Level 1 Attendance        Attendance Hang-Up Rate - Answer 93%
          4338, 4410                                      of the calls MONTH

          3030, 4427, 4447,     Level 2 Attendance        Attendance Hang-Up Rate - Answer 95%
          4598                                            of the calls MONTH

          4423                  Platinum Attendance       Attendance Hang-Up Rate - Answer 95%
                                                          of the calls MONTH

          4080                  Retention Attendance      Attendance Hang-Up Rate - Answer 94%
                                                          of the calls MONTH

          4328,431B             Insurance Attendance      Attendance Hang-Up Rate - Answer 95%
                                                          of the calls MONTH
</TABLE>

                                      G-17
<PAGE>

QUALITY BOOK
SERVICES TABLE - ITAU

<TABLE>
<CAPTION>
 CLIENT          Route              Service Name            Operating Level Commitment                  Penalties/Remarks
------------------------------------------------------------------------------------------------------------------------------------
<S>       <C>                    <C>                   <C>                                    <C>
          Assisted Attendance

          all                    All electronic        ARU availability - 99% availability
                                 attendance services   for all ARU ports, 24 hours a day,
                                                       every day of the month.

          all                    All                   Communication: comply 100% of          Alteration of information on help
                                                       stipulated deadlines                   screens on d+1 (business days, with
                                                                                              "d" being the date of receipt of the
                                                                                              request for the Itaucard);
                                                                                              Including the new information on help
                                                                                              screens on d+2;
                                                                                              Daily news messages on d+1;
                                                                                              Emergency messages in daily news on d;

          all                    All                   Attendance Reports                     Provide all the current reports on
                                                                                              schedule and within the agreed
                                                                                              period. The Partner should notify
                                                                                              Orbitall by 10:00 a.m. whenever it is
                                                                                              not possible to provide the report
                                                                                              for any reason whatsoever (system
                                                                                              down, etc.).

          all                    All                   Attendance Quality - The average
                                                       quality rates for all operators of a
                                                       service may not fall below 85%. This
                                                       rate is based on the monthly
                                                       operator appraisal by the Partner

          all                                          Operator Monitoring - 100% of the
                                                       working attendants should have calls
                                                       recorded  and assessed in compliance
                                                       with the minimum sample of three
                                                       calls per attendant per month

</TABLE>

Itau Penalty

This operating-level commitment is part of the services rendered by Orbital to
Itau, which is calculated together with the other indicators giving the general
quality index for rendering the service.

Should Orbital fail to meet the agreed general quality rating, the Partner will
be penalized in proportion, provided that the non-compliance with the indicator
is its sole fault.

                                      G-18

<PAGE>

QUALITY BOOK
SERVICES TABLE - BANKS & VOUCHERS

<TABLE>
<CAPTION>
   CLIENT           ROUTE               Service Name                  Operating Level Commitment
--------------------------------------------------------------------------------------------------------------------
<S>         <C>                   <C>                     <C>              <C>
CAIXA       Assisted Attendance

            4455,4425,4010,       CAIXA ATTENDANCE        TSF              Monthly average of no less than [*****]
            4450,4105,4102,                                                of the calls answered within up to
            4104,4465,4400,                                                [*****] seconds
            4415,4492,4510

            4455,4425,4010,       CAIXA ATTENDANCE        HANG-UP          Monthly average not exceeding [*****]
            4450,4105,4102,                                                (Answer [*****] of the calls - monthly
            4104,4465,4400,                                                average)
            4415,4492,4510

            4098                  RETENTION               TSF              Monthly average of no less than [*****]
                                                                           of the calls answered within up to
                                                                           [*****]seconds

            4098                  RETENTION               HANG-UP          Monthly average not exceeding [*****]
                                                                           (Answer [*****] of the calls - monthly
                                                                           average)

            4103                  PROSPECT ATTENDANCE     HANG-UP          Monthly average not exceeding [*****]
                                                                           (Answer [*****] of the calls - monthly
                                                                           average)

            4103                  PROSPECT ATTENDANCE     TSF              Monthly average of no less than [*****]of
                                                                           the calls answered within up to [*****]
                                                                           seconds

            4499                  UNBLOCKING CARD         HANG-UP          Monthly average not exceeding [*****]
                                                                           (Answer [*****] of the calls - monthly
                                                                           average)
</TABLE>

                                      G-19
<PAGE>

<TABLE>
<S>         <C>                   <C>                     <C>              <C>
            4499                  UNBLOCKING CARD         TSF              Monthly average of no less than [*****]
                                                                           of the calls answered within up to
                                                                           [*****] seconds

            Others

            ATTENDANCE QUALITY    ATTENDANCE QUALITY      AVERAGE QUALITY  Monthly average of no less than 85%
                                                          RATING

LEMON       ASSISTED ATTENDANCE

            4432                  LEMON ATTENDANCE        TSF              Monthly average of no less than [*****]
                                                                           of the calls answered within up to
                                                                           [*****] seconds; (Not in the contract.
                                                                           Follow the Orbital standard rating)

            4432                  LEMON ATTENDANCE        HANG-UP          Monthly average not exceeding [*****]
                                                                           (Answer [*****] of the calls - monthly
                                                                           average); (Not in the contract. Follow
                                                                           the Orbital standard rating)

            Others

            ATTENDANCE QUALITY    ATTENDANCE QUALITY      AVERAGE QUALITY  Monthly average of no less than 85%; (Not
                                                          RATING           in the contract. Follow the Orbital
                                                                           standard rating)

LUSO        ASSISTED ATTENDANCE

            4507                  LUSO ATTENDANCE         TSF              Monthly average of no less than [*****]
                                                                           of the calls answered within up to
                                                                           [*****]seconds; (Not in the contract.
                                                                           Follow the Orbital standard rating)

            4507                  LUSO ATTENDANCE         HANG-UP          Monthly average not exceeding [*****]
                                                                           (Answer [*****] of the calls - monthly
                                                                           average); (Not in the contract. Follow
                                                                           the Orbital standard rating)

            4307                  RETENTION               TSF              Monthly average of no less than [*****]
                                                                           of the calls answered within up to
                                                                           [*****] seconds; (Not in the contract.
                                                                           Follow the Orbital standard rating)

            4307                  RETENTION               HANG-UP          Monthly average not exceeding [*****]
                                                                           (Answer [*****] of the calls - monthly
                                                                           average); (Not in the contract. Follow
                                                                           the Orbital standard rating)

            Others

            ATTENDANCE QUALITY    ATTENDANCE QUALITY      AVERAGE QUALITY  Monthly average of no less than 85% (Not
                                                          INDEX RATING     in the contract. Follow the Orbital
                                                                           standard rating)
</TABLE>

                                      G-20
<PAGE>

<TABLE>
<S>         <C>                   <C>                     <C>              <C>
BANESPA     Assisted Attendance

            4464                  BANESPA ATTENDANCE      TSF              Monthly average of no less than [*****]
                                                                           of the calls answered within up to
                                                                           [*****] seconds

            4464                  BANESPA ATTENDANCE      TME              Average waiting time of no more than 20
                                                                           seconds

            4464                  ATTENDANCE QUALITY      AVERAGE QUALITY  Monthly average of no less than 85% (Not
                                                          INDEX RATING     in the contract. Follow the Orbital
                                                                           standard rating)

            4365                  RETENTION               TSF              Monthly average of no less than [*****]
                                                                           of the calls answered within up to
                                                                           [*****] seconds; (Not in the contract.
                                                                           Follow the Orbital standard rating)

            4364                  RELATION-SHIP           Availability of  Business hours: 7:45 a.m. - 8:15 p.m.,
                                                          Attendance       Monday to Friday
                                                          Position

            4464                  BANESPA ATTENDANCE      HANG-UP          Monthly average not exceeding [*****]
                                                                           (Answer [*****] of the calls - monthly
                                                                           average); (Not in the contract. Follow
                                                                           the Orbital standard rating)

            4365                  RETENTION               HANG-UP          Monthly average not exceeding [*****]
                                                                           (Answer [*****] of the calls - monthly
                                                                           average); (Not in the contract. Follow
                                                                           the Orbital standard rating)
</TABLE>

                                      G-21
<PAGE>

<TABLE>
<CAPTION>
         Assisted
SODEXHO  Attendance
-------  ----------
<S>      <C>         <C>                            <C>                                  <C>
         4327        VOUCHER                        TSF                                  Monthly average of no less than [*****] of
                                                                                         the calls answered within up to [*****]
                                                                                         seconds

         4327        VOUCHER                        HANG-UP                              Monthly average not exceeding [*****]
                                                                                         (Answer [*****] of the calls - monthly
                                                                                         average)

         4417        HR & HEALTHCARE ESTABLISHMENT  TSF                                  Monthly average of no less than [*****] of
                                                                                         the calls answered within up to [*****]
                                                                                         seconds

         4417        HR & HEALTHCARE ESTABLISHMENT  HANG-UP                              Monthly average not exceeding [*****]
                                                                                         (Answer [*****] of the calls - monthly
                                                                                         average)

         4467        HEALTHCARE USERS               TSF                                  Monthly average of no less than [*****] of
                                                                                         the calls answered within up to [*****]
                                                                                         seconds

         4467        HEALTHCARE USERS               HANG-UP                              Monthly average not exceeding [*****]
                                                                                         (Answer [*****] of the calls - monthly
                                                                                         average)

         4459        MEALS USERS                    TSF                                  Monthly average of no less than [*****] of
                                                                                         the calls answered within up to [*****]
                                                                                         seconds

         4459        MEALS USERS                    HANG-UP                              Monthly average not exceeding [*****]
                                                                                         (Answer [*****] of the calls - monthly
                                                                                         average)

         4459        MEALS AUTHORIZATION            TSF                                  Monthly average of no less than [*****] of
                                                                                         the calls answered within up to [*****]
                                                                                         seconds

         4459        MEALS AUTHORIZATION            HANG-UP                              Monthly average not exceeding [*****]
                                                                                         (Answer [*****] of the calls - monthly
                                                                                         average)

         4403        UNBLOCK                        Availability of Attendance Position  Business hours: 8:00 a.m. - 8:00 p.m.,
                                                                                         Monday to Friday - Level 1 Operator
</TABLE>

                                      G-22
<PAGE>

QUALITY BOOK
SERVICES TABLE - BANKS & VOUCHERS

<TABLE>
<CAPTION>
CLIENT   ROUTE             Service Name                                           Operating Level Commitment
-------  -----  ----------------------------------  --------------------------------------------------------------------------------
<S>      <C>    <C>                                 <C>                                        <C>
                                                    ARU Availability - Availability of 99% of
Caixa,          All electronic attendance services  all ARU ports, 24 hours a day, every
Lemon,                                              day of the month
Luso &   All
Sodexho

Caixa,                                              PROVIDE REPORTS                           PROVIDE ALL CURRENT REPORTS WITHIN THE
Lemon,   All    All                                                                            AGREED PERIODS AND DEADLINES.
Luso &
Sodexho

Caixa,   All    All                                 Attendance Quality - The average quality
Lemon,                                              rating for all operators of a service may
Luso &                                              not be less than 85%. This  rating is the
Sodexho                                             result of the monthly operator assessment
                                                    by the Partner

Caixa,   All    All                                 Operator Monitoring - 100% of the working
Lemon,                                              attendants should have calls recorded
Luso &                                              and assessed in compliance with the
Sodexho                                             minimum sample of three calls per
                                                    attendant per month
</TABLE>

                                      G-23
<PAGE>

QUALITY BOOK
SERVICES TABLE - CREDICARD

<TABLE>
<CAPTION>
                                                              Operating Level
CLIENT             Route           Service Name                  Commitment                           Penalties/Remarks
------             -----           ------------                  ----------                           -----------------
<S>          <C>                  <C>                <C>                                   <C>
                                                                                           For the purpose of applying a
CREDICARD                                                                                  penalty, the minimum acceptable TSF
                                                                                           performance is taken as [*****]
                                                                                           ([*****] of the calls answered within
                                                                                           up to [*****] seconds) in the day. Up
                                                                                           to 3 (three) days per month will be
                                                                                           tolerated with performance below the
                                                                                           acceptable minimum [*****] for the
                                                                                           Client Attendance Services. No
                                                                                           penalties will be imposed for these
                                                                                           tolerance days, unless the service
                                                                                           level falls below [*****] ([*****] of
                                                                                           calls answered within up to
                                                                                           [*****]seconds).
                                                                                           As from the fourth day below the
                                                                                           minimum standard, Orbitall will
                                                                                           deduct the price of all calls below
                                                                                           the minimum standard from the
                                                                                           invoice, for the affected service
                                                                                           line. The Partner agrees to meet the
                                                                                           service levels described in this SLA
                                                                                           for a call volume no more than 5%
                                                                                           higher than the forecast. For the
                                                                                           purposes of defining the penalty, the
                                                                                           minimum number of calls is calculated
                                                                                           that should have been answered within
                                                                                           up to [*****] seconds ([*****] of the
                                                                                           maximum number of expected calls,
                                                                                           forecast plus [*****]). The number of
             4407/4408/4436/44                       Daily TSF - [*****] of the calls      calls actually answered within up to
             96/4463/4451/4401/                      answered in up to [*****]             [*****]seconds is ascertained. Should
             4473/4439/4411/44                       seconds in the day (for the month,    the number of calls answered within
             68/4456/4444/4476/   Client             up to three days of below  - Goal     up to [*****] seconds be less than
             4449/43/12/4106/43   Attendance         performance are tolerated)            the acceptable minimum, the
                  11/4416                                                                  difference is eligible for return
                                                                                           (penalty) provided that this does not
                                                                                           fall within the monthly tolerance of
                                                                                           three days below the minimum.

                                  Sundry Services
                                  through
             4314,4315,3418,4044, Attendance         Availability of Attendance            12-hour Attendance Positions will be
             4011,4320,4076       Position           Position                              made available, with the volumes defined
                                                                                           by the client in compliance with this
                                                                                           requirement. Provide the number of
                                                                                           attendance positions agreed with the
                                                                                           client with respective resources,
                                                                                           within the attendance hours for the
                                                                                           service.

                                                     Quality monitoring - 100% of the
                   All            All                calls monitored with at least
                                                     85% quality

                                  Platinum
                                  Attendance         Monthly TSF - [*****] of calls        Compliance with this supply standard
                   4470           (Credicard &       answered in up to [*****]             will be maintained for call volumes
                                  TAM)               seconds  in the month                 up to no more than 5% above forecast.

                                                     Daily TSF - [*****] of calls          Compliance with this supply standard
                                                     answered in up to [*****]             will be maintained for call volumes
                                  Redeshop Client    seconds in the day (up to three       up to no more than 5% above forecast.
                   4420           Attendance         days of below Goal performance are
                                                     tolerated)
</TABLE>

                                      G-24
<PAGE>

<TABLE>
<S>                  <C>                <C>                                   <C>
                                        Monthly TSF - [*****] of calls        COMPLIANCE WITH THIS SUPPLY STANDARD
4806,4300,4089,4400  Monthly shared     answered in up to [*****]             WILL BE MAINTAINED FOR CALL VOLUMES
4452,4492,4494,4413  services,          seconds in the month                  UP TO NO MORE THAN 5% ABOVE FORECAST.
4480
</TABLE>

                                      G-25
<PAGE>

QUALITY BOOK
SERVICES TABLE - CREDICARD

<TABLE>
<CAPTION>
                                       Operating Level
CLIENT  Route  Service Name              Commitment                           Penalties/Remarks
------  -----  -------------  ----------------------------------  ------------------------------------------
<S>     <C>    <C>    <C>     <C>                                 <C>
         4051  Unified line   Daily TSF - [*****] of the calls    For the purpose of applying a penalty for
               - attendance   answered in up to [*****] seconds   the day, the minimum acceptable TSF
               and insurance               in the day             performance is taken as [*****] ([*****]
               retention      Monthly TSF - [*****] of the calls  of the calls answered within up to [*****]
                              answered in up to [*****] seconds   seconds) in the day.
                                        in the month
                                                                  No more than 3 (three) days per month will
                                                                  be tolerated with performance between
                                                                  [*****] and [*****] of the calls answered
                                                                  within up to [*****] seconds for the
                                                                  Client Attendance, Retention and Telesales
                                                                  services. For these tolerance days, no
                                                                  penalties will be imposed, unless the
                                                                  service level falls below [*****] ([*****]
                                                                  of the calls answered within up to [*****]
                                                                  seconds). From the fourth day onwards below
                                                                  the minimum standard, the Partner will
                                                                  deduct the price of all calls below the
                                                                  minimum standard from the invoice for the
                                                                  affected service line. The Partner agrees
                                                                  to meet the service levels described in
                                                                  this SLA for a call volume no more than 5%
                                                                  higher than forecast. For the purposes of
                                                                  imposing a penalty, the minimum number of
                                                                  calls that should be answered within up to
                                                                  [*****]seconds is calculated (75% of the
                                                                  maximum number of calls expected, forecast + 5%)
</TABLE>

                                      G-26
<PAGE>

QUALITY BOOK
SERVICES TABLE - CREDICARD

<TABLE>
<CAPTION>
CLIENT  Route  Service Name        Operating Level Commitment                   Penalties/Remarks
------  -----  --------------  -----------------------------------  ---------------------------------------------
<S>     <C>    <C>             <C>                                  <C>
        All    All             Communication - Comply with          Alteration   of information on help
                               100% of the stipulated period        screens on d+1 (business days, with "d" being
                                                                    of receipt of the request the Crediicard);
                                                                    Including the new information on help
                                                                    screens on d + 2; Daily news messages on d+1;
                                                                    Emergency messages in daily news on d;

        All    E-mail          75% within up to business D+1
               Attendance      100% within up to business D+2

        All    All electronic  Availability of ARU - 99%
               attendance      availability of all the ARU ports
               services        for the 24 hours a day, every
                               day of the month

        All    All             Attendance Quality - The average
                               quality rating for all operators of
                               a service may not be less than 85%.
                               This rating is the result of the
                               monthly operator assessment by the
                               Partner
</TABLE>

                                                    G-27
<PAGE>

QUALITY BOOK
SERVICES TABLE - CREDICARD

<TABLE>
<CAPTION>
CLIENT  Route  Service Name    Operating Level Commitment                           Penalties/Remarks
------  -----  ------------  ------------------------------  -----------------------------------------------------------------------
<S>     <C>    <C>           <C>                             <C>
        1925   Insurance     Monthly TSF - [*****] of calls  Commitment to this supply standard will be maintained for call modules
               Telesales        answered in up to [*****]    up to no more than 5% higher than forecast. For the purposes of
                                  seconds in the month       applying the penalty on the day, the minimum acceptable TSF performance
                                                             will be [*****] ([*****] of calls answered within up to [*****]seconds)
                                                             on the day. No more than 3 (three) days per month will be tolerated
                                                             with performance between [*****] and [*****] of the calls answered
                                                             within up to [*****] seconds for the Client Attendance, Retention and
                                                             Telesales Services. For these tolerance days, no penalties will be
                                                             imposed, unless the service level falls below [*****] ([*****] of calls
                                                             answered within up to [*****] seconds). As from the fourth day below
                                                             the minimum standard, the Partner will discount the price of all calls
                                                             below the minimum standard from the invoice for the affected service
                                                             line. For the purposes of applying the penalty, the minimum number of
                                                             calls that should have been answered within up to [*****] seconds is
                                                             calculated (75% of the maximum number of connected calls, forecast +
                                                             5%) The number of calls actually answered within up to [*****] seconds
                                                             is ascertained.

                                                             If the number of calls answered within up to [*****] seconds is less
                                                             than the acceptable minimum, the difference is open to return (penalty)
                                                             provided that this is not included within the monthly tolerance of 3
                                                             (three) days below the minimum.

                                                             For the purposes of applying the penalty for the month, the minimum
                                                             acceptable performance is taken as being a monthly average of [*****]
                                                             or more of the calls answered within up to [*****] seconds. The penalty
                                                             for the month annuls the DAY penalty whenever two penalties - DAY and
                                                             MONTH are imposed. This ensures that higher priorities are assigned to
                                                             the monthly performance over the daily performance. The manner of
                                                             calculating the month penalty is identical to the day penalty,
                                                             calculated as the number of calls to be discounted from the Partner
                                                             based on the monthly indicators - calls received in the month x
                                                             difference from the minimum acceptable TSF for the month, always
                                                             bearing in mind the 5% deviation limit from the call forecast. For the
                                                             purposes of applying the penalty in that month, a minimum acceptable
                                                             performance is taken as being a monthly average of [*****] or more of
                                                             the calls answered within up to [*****] seconds. The penalty for the
                                                             month annuls the Day Penalty whenever two penalties are
</TABLE>

                                      G-28
<PAGE>

<TABLE>
<S>    <C>                            <C>                         <C>
 4329  Corporate Client Attendance -  Daily TSF - [*****] of      imposed - DAY and MONTH. This ensures that a higher priority is
       Daily                          calls answered in up to     assigned to the monthly performance than the daily performance.
                                      [*****]seconds in the day
                                      (up to three days of below  The manner of calculating the month penalty is identical to the
                                      - Goal performance are      day penalty, calculated as the number of calls to be discounted
                                      tolerated)                  from the Partner based on the monthly indicators - calls received
                                                                  in the month x difference from the minimum acceptable TSF for the
                                                                  month, always bearing in mind the 5% deviation limit from the call
                                                                  forecast.

 4488  Corporate Client Attendance    Monthly TSF - [*****] of    -   For the purpose of applying a penalty, a TSF acceptable
       - Monthly                      calls answered in up to         performance is taken as [*****] ([*****]of the calls answered
                                      [*****] seconds in the          within up to [*****] seconds) in the day. - Up to 3 (three)
                                      month                           days per month will be tolerated

                                                                        - No more than 3 (three) days per month will be tolerated
                                                                          with performance lower than the acceptable minimum
                                                                          [*****]for the Corporate Client Attendance service. For
                                                                          those tolerance days, penalties will not be incurred,
                                                                          except where the service level falls below [*****]
                                                                          ([*****] answered in up to [*****] seconds)

                                                                        - As from the fourth day below the minimum standard, the
                                                                          Partner will discount the price of all calls below the
                                                                          minimum standard from the invoice for the affected service
                                                                          line.

All     All                           Training - Comply 100%      Up to 50 operators trained: d+2 (business days, with d being the
                                      with the deadline for       final date of the training).
                                      forwarding the reaction     51-150 operators trained: d+4
                                      assessment results and      151-300operators trained: d+5
                                      tests of the trainees       More than 300 operators trained: d+6
</TABLE>

                                      G-29
<PAGE>

                                   ANNEX VIII

                                CONTINGENCY PLAN

This Annex is an integral part of the Contact Center Service Agreement signed by
the Parties mentioned below on April 1, 2004.

PARTIES:    Orbitall Servicos e Processamento de Informacoes Comerciais Ltda.
            ("ORBITALL")
            Inovacao Contact Center Servicos de Contatos Telefonicos Ltda.
            ("INOVACAO").

<TABLE>
<CAPTION>
                                                            CRITICAL     RESTART     NORMALIZATION
                        BIA                                   LEVEL       PERIOD        PERIOD
----------------------------------------------------        --------     --------    -------------
<S>                                                         <C>          <C>         <C>
Insurance Attendance                                        Medium       24 hours         7 days
Assistance Services Attendance                              Medium       24 hours         7 days
Applicant Attendance                                        Medium       24 hours        30 days
Assisted Attendance                                         High          6 hours         7 days
Call Me Attendance                                          Low            7 days        30 days
Teen Card Recharge                                          Medium       24 hours        30 days
Quality Monitoring                                          Low           15 days        30 days
Loss & Robbery                                              High          6 hours       24 hours
Unblocking Card                                             Medium        15 days        30 days
Telemarketing                                               Medium       36 hours         3 days
Retention                                                   Medium       24 hours        30 days
Citiphone                                                   Medium        15 days        30 days
Response to Sundry Request - Voucher                        High          3 hours         3 days
Client Services - Telephone Authorization - Voucher         High          3 hours         3 days
Client Services Blocking / Unblocking Card - Voucher        High          3 hours         3 days
Electronic Attendance                                       High          6 hours         7 days
</TABLE>

                                       H-1
<PAGE>

                         BUSINESS CONTINUITY STRATEGIES

                                       H-2

<PAGE>

<TABLE>
<CAPTION>
RISK FACTOR                                     DESCRIPTION OF ACTIONS
-----------                                     ----------------------
<S>                                  <C>
IMPOSSIBILITY OF ACCESSING THE          Contact Telecom ORBITALL and request
IPIRANGA BUILDINGS - SAO PAULO /     routing to the available hubs - PARTNER
CITIBANK - RIO DE JANEIRO /          RESPONSIBILITY  (OPERATIONS/ PLANNING, IT)
SALVADOR
                                        Implement routing to unaffected hubs -
                                        ORBITALL RESPONSIBILITY

                                     2. Contact the Executive Director who will
                                     implement the actions listed below -
                                     PARTNER RESPONSIBILITY
Impacts: Employees prevented from
accessing the work-site, or             After assessing the situation, decide on
finding it difficult do to so        whether or not to advise the Clients of the
                                     event -- ORBITALL RESPONSIBILITY

                                     4. Step up the attendance roster at the
                                     other hubs, in order to boost capacity.
                                     Define the overtime requirements at the
                                     other hubs, and if required, provide and
                                     allocate the resources needed. Reassess the
                                     vacation plans for the other hubs during
                                     the contingency period. Set up an activities
                                     plan for the affected hub during the
                                     contingency period (training sessions,
                                     refresher courses, etc.). Analyze the
                                     feasibility and impact of suspending some
                                     telephone attendance services, allocating
                                     these resources to the line-ups for the
                                     higher priority services. If this is
                                     decided, notify the ORBITALL Area to place
                                     an informative message on the IVR equipment
                                     for the unavailable services, in order to
                                     advise consumers. Stress to all employees
                                     that communication with the press  may be
                                     undertaken only by authorized persons--
                                     PARTNER RESPONSIBILITY (HR, OPERATIONS/
                                     PLANNING, IT AND FINANCE)

                                     5. Should the halt exceed one week: (IT
                                     APPLICATIONS/PLANNING)

                                     Boost the capacity of the IVRs at the other
                                     hubs in order to handle possible future
                                     traffic concentrations, step up monitoring
                                     of the free line and IVRs occupancy
                                     ratings. If necessary, place a message on
                                     the IVRs to manage demand during peak
                                     periods -- PARTNER RESPONSIBILITY

                                     6. Identify the opportunity to use
                                     resources with earlier experience in
                                     attendance and strengthen the assisted
                                     attendance at the other hubs, in addition
                                     to the extra infrastructure required to
                                     answer the calls. Suspend activities that
                                     result in the non-availability of the
                                     Attendants, Supervisors, Analysts and
                                     Managers -- PARTNER RESPONSIBILITY
                                     (OPERATIONS/PLANNING, IT AND HR)

                                     7. Should it not be possible to access the
                                     building, the employees will be contacted
                                     and told what to do. In order to do so, a
                                     listing of their home and mobile telephones
                                     should be available to the administrators -
                                     PARTNER RESPONSIBILITY (HR/OPERATIONS)

                                        8. Notify the Union of the occurrence.
                                        Provide on-site medical assistance. Provide
                                        a hotline to clear up employee doubts --
                                        PARTNER RESPONSIBILITY (HR)

                                        9. Prepare scripts for positioning
                                        consumers and the press -- ORBITALL
                                       RESPONSIBILITY

                                     10. Distribute scripts for positioning of
                                     consumers and the Press -- PARTNER
                                     RESPONSIBILITY (HR/Communication)

                                     11. After the situation is regularized,
                                     return to redirecting the calls to the
                                     original hub -- ORBITALL RESPONSIBILITY
</TABLE>

                                      H-3

<PAGE>

<TABLE>
<CAPTION>
RISK FACTOR                                      DESCRIPTION OF ACTIONS
-----------                                      ----------------------
<S>                                  <C>
                                     1. Forecast the impact of the strike on the
                                     performance of the services based on the
                                     scope, means of transportation and
                                     locations affected by the strike -- PARTNER
                                     RESPONSIBILITY (PLANNING)

PARTIAL OR TOTAL PUBLIC
TRANSPORTATION SYSTEM STRIKE         Select the most appropriate action from those
                                     listed below -- PARTNER RESPONSIBILITY

Impacts: Employees prevented from      a) Request overtime for employees at hubs
accessing the work-site, or            coming to work through other means of
finding it difficult do to so          transportation -- PARTNER RESPONSIBILITY
                                       (PLANNING/Operations and HR)

                                       b) Request calls be directed through NACD /
                                       ICR -- PARTNER RESPONSIBILITY (PLANNING/IT)

                                       c) Schedule routing to unaffected hubs --
                                       ORBITALL RESPONSIBILITY

                                       d) Provide alternative means of transportation
                                       for employees from the most severely
                                       affected locations, such as vans leaving
                                       strategic points in town -- PARTNER
                                       RESPONSIBILITY (OPERATIONS/HR/FINANCE)

                                       e) Tell the employees to come to work by
                                       taxi - PARTNER RESPONSIBILITY (OPERATIONS/
                                       HR/FINANCE)

                                       f) Once the situation has been regularized,
                                       redirect the calls to the original hub --
                                       ORBITALL RESPONSIBILITY

                                     1. Define the need for overtime and if
                                     required, provide and allocate the resources
                                     required at all hubs. Review vacation plans
                                     during the contingency period at all hubs.
                                     Identify the opportunity to use resources
                                     with previous experience in attendance and
                                     to strengthen the Assisted Attendance at
OUTSIDE SITUATION NOT UNDER          other hubs, in addition to the extra
CONTROL, STRIKES OR THREATS TO       infrastructure required to answer the calls.
PUBLIC SAFETY                        Suspend activities that would leave Attendants,
                                     Supervisors, Analysts and Managers unavailable.
                                     At shift changes, overtime will be permitted
                                     and departing Attendants will be told to
                                     remain at their posts until their substitutes
                                     arrive -- PARTNER RESPONSIBILITY (HR,
                                     OPERATIONS/PLANNING, IT AND FINANCE)

                                     2. Should there be insufficient staff, request
Impacts: Employees prevented from    the calls be directed through NACD / ICR --
accessing the work-site, or          PARTNER RESPONSIBILITY (OPERATIONS/PLANNING/IT)
finding it difficult do to so

                                     3. Implement routing to the unaffected hubs --
                                     ORBITALL RESPONSIBILITY

                                     4. Once the situation has been regularized,
                                     redirect the calls to the originanl hub --
                                     ORBITALL RESPONSIBILITY
</TABLE>

                                      H-4

<PAGE>

<TABLE>
<CAPTION>
RISK FACTOR                                        DESCRIPTION OF ACTIONS
-----------                                        ----------------------
<S>                                    <C>
                                       1. Should unmet demand be noted,
                                       request the calls be channeled through the
CATEGORY: STRIKE                       NACD / ICR -- PARTNER RESPONSIBILITY
                                       (OPERATIONS/PLANNING, IT)

Impacts: Employees prevented from        2. Implement routing to the unaffected
accessing the work-site, or finding      hubs -- ORBITALL RESPONSIBILITY
it difficult do to so

                                         3. Once the situation has been regularized,
                                         redirect the calls to the original hub --
                                         ORBITALL RESPONSIBILITY

                                       4. At the shift change, permit overtime
                                       and tell the departing Attendants not on
                                       strike to remain at their posts until their
                                       replacements arrive. Identify the opportunity
                                       to use resources with previous experience
                                       in attendance and to strengthen Assisted
                                       Attendance at the other hubs, in addition to
                                       the extra infrastructure required to answer
                                       the calls -- PARTNER RESPONSIBILITY
                                       (OPERATIONS/PLANNING, HR)

                                       1. Obtain with ORBITALL a power return
                                       forecast -- PARTNER RESPONSIBILITY

POWER OUTAGE - EDIFICIO IPIRANGA SAO
PAULO AND EDIFICIO CITIBANK RIO DE       2. Provide workstations and employees for
JANEIRO                                  critical services. The attendance positions
                                         used for the other services will be closed
                                         down -- PARTNER RESPONSIBILITY
                                         (OPERATIONS/IT)

Impacts: impossible to perform the       3. Request the calls to be channeled to
attendance services                      another attendance hub -- PARTNER
                                         RESPONSIBILITY (OPERATIONS/PLANNING, IT).

                                         4. Implement routing to unaffected hubs --
                                         ORBITALL RESPONSIBILITY

                                       5. After the situation is regularized, return
                                       to redirecting the calls to the original hub
                                       -- ORBITALL RESPONSIBILITY

                                       1. Notify ORBITALL of the problem and the
                                       forecast system repair time -- PARTNER
                                       RESPONSIBILITY

POWER OUTAGE - SALVADOR

                                         2. Provide workstations and employees for
                                         critical services. The attendance positions
Impacts: impossible to perform the       used for the other services will be shut
attendance services                      down -- PARTNER RESPONSIBILITY (OPERATIONS/IT)

                                         3. Request that calls be directed to another
                                         attendance hub -- PARTNER RESPONSIBILITY
                                         (OPERATIONS/IT/PLANNING).

                                         4. Implement routing to unaffected hubs --
                                         ORBITALL RESPONSIBILITY

                                         5. After the situation is regularized, return
                                         to redirecting the calls to the original hub --
                                         ORBITALL RESPONSIBILITY
</TABLE>

                                      H-5
<PAGE>

DEFECT, DAMAGE OR DESTRUCTION OF          1. Notify Orbitall that the equipment
PARTNER HARDWARE (EXAMPLE ROUTERS,        is unavailable -- PARTNER
ACD, NACD, SERVERS, ETC)                  RESPONSIBILITY

                                          2. Provide repair forecast -- PARTNER
                                          RESPONSIBILITY

                                          3. Provide corrective maintenance --
                                          PARTNER RESPONSIBILITY

Impacts: possible halt - downgrade of
attendance services

             RISK FACTOR                            DESCRIPTION OF ACTIONS
HALT OF THE ACD - SAO PAULO, SALVADOR     1. Forward forecast of normalization
AND RIO DE JANEIRO                        to Orbital - PARTNER RESPONSIBILITY

                                          2. Define the need for overtime and,
                                          if necessary provide and allocate the
                                          resources needed - PARTNER
                                          RESPONSIBILITY(PLANNING/OPERATIONS/IT/
                                          HR)

Impacts: for calls under way, the call    3. Request calls to be directed to
routing is halted in the hub. As a        other attendance hubs - PARTNER
result, calls do not reach the            RESPONSIBILITY (OPERATIONS/PLANNING,
attendant. There is a also a loss of      IT)
routing capacity to other hubs through
the NACD, in case of excessive demand.    4. Prior to completion of the
New calls are not answered. Hub halted.   redirecting, place a message on the
                                          ACD of the affected hub - PARTNER
                                          RESPONSIBILITY

                                          5. Redirect calls to unaffected hubs -
                                          ORBITALL RESPONSIBILITY

                                          6. Issue notification when the problem
                                          is resolved - PARTNER RESPONSIBILITY

                                          7. After resolving the problem,
                                          redirect the calls back to the
                                          original hub - ORBITALL RESPONSIBILITY

ATTENDANCE SYSTEMS (FRONT END AND         1. Obtain forecast for system return
ELECTRONIC)                               to normal operations - PARTNER
                                          RESPONSIBILITY

                                          2. Notify forecast system return time
                                          - ORBITALL RESPONSIBILITY

Impacts: loss of system functions and     3. The attendants trained to use the
information required for assisted and     showroom will provide attendance
electronic attendance                     normally through this system.
                                          Otherwise, in-house procedures will be
                                          adopted (4702 help screen) - PARTNER
                                          RESPONSIBILITY (OPERATIONS AND HR)

                                          4. Take management decisions to
                                          curtail the attendance service in case
                                          of overloading the attendance hubs or
                                          a sharp drop in capacity - PARTNER
                                          RESPONSIBILITY

                                          5. Define the need for over and if
                                          necessary provide and allocate the
                                          resources needed - PARTNER
                                          RESPONSIBILITY

                                          6. Request that calls be directed to
                                          other attendance hubs - PARTNER
                                          RESPONSIBILITY
                                          (OPERATIONS/PLANNING/IT)

                                          7. Introduce routing to unaffected
                                          hubs - ORBITALL RESPONSIBILITY

                                          8. After the situation is regularized,
                                          redirect the calls to the original hub

                                      H-6
<PAGE>

                            ORBITALL RESPONSIBILITY

                                      H-7
<PAGE>

<TABLE>
<CAPTION>
        RISK FACTOR                           DESCRIPTION OF ACTIONS
----------------=-----------     --------------------------------------------------
<S>                              <C>
MERIDIAN MAX (CALL               1. Supply Orbitall with forecast of return to
MANAGER) SERVICE                 normal operations - PARTNER RESPONSIBILITY
DOWNGRADE
                                 2. Handle call management through other hubs,
                                 should they be able to access the unavailable
                                 Meridian Max - PARTNER RESPONSIBILITY (TELECOM)
Impacts: loss of
management for calls
already connected, calls
line up and the respective
information reports. Loss of
statistics generated on
calls received. Loss of
ticketing capacity and issuer
service fee collections.

HALT OF MERIDIAN LINK (CALL      1. Supply Orbitall with forecast of return to
CONNECTION)                      normal operations - PARTNER RESPONSIBILITY

                                 2. Define the need for overtime and if
                                 required, provide and allocate the necessary
                                 resources - PARTNER RESPONSIBILITY
Impacts: loss
of capacity to redirect          3. Request that calls be directed to another
calls lined up                   attendance hub - PARTNER RESPONSIBILITY
between the IVR and the          (OPERATIONS/PLANNING, IT)
front-end attendance
systems. Loss of line up         4. Prior to completion of the redirecting, place a
information of where the         message on the ACD of the affected hub - PARTNER
consumer called. Call            RESPONSIBILITY
congestion. Possible
disconnection, forcing the       5. Redirect calls to unaffected hubs - ORBITALL
consumer to dial the card        RESPONSIBILITY
number several times.
                                 6. Notify when the problem  is solved - PARTNER
                                 RESPONSIBILITY

                                 7. Once the problem is solved, redirect the calls
                                 back to the original hub - ORBITALL RESPONSIBILITY
</TABLE>

                                      H-8
<PAGE>

<TABLE>
<CAPTION>
          RISK FACTOR                                             DESCRIPTION OF ACTIONS
-------------------------------    ------------------------------------------------------------------------------------
<S>                                <C>
HALT OF NACD (DATA LINKS           1. Obtain forecast for return to normal services - PARTNER RESPONSIBILITY
CALL TRAFFIC CONTROLLER)
                                   2. Notify forecast return to normal services - ORBITALL RESPONSIBILITY

Impacts: impossible to             3. Implement in-house procedures for contingency attendance in compliance
distribute calls among the hub     with the Help Screens - PARTNER RESPONSIBILITY (OPERATIONS/IT)
line-ups, which may result in
calls being clustered at a hub,    4. Take meeting decisions to curtail the attendance services should the
with idle capacity in the same     attendance hubs become overloaded, or in case of a sharp drop in capacity -
line-up at another hub.            PARTNER RESPONSIBILITY
Surplus demand at one hub
may prevent the calls from         5. Define the need for overtime and if required, provide and allocate the
being routed to alternate hubs     necessary resources - PARTNER RESPONSIBILITY
as it would not be possible to     (OPERATIONS/PLANNING)
identify  idle capacity.
Routing between the affected       6. Request that calls be directed to another attendance hub - PARTNER
hub and the other hubs is          RESPONSIBILITY (OPERATIONS/PLANNING, IT)
halted.
                                   7. Implement routing to unaffected hubs - ORBITALL RESPONSIBILITY

                                   8. After the services are regularized, redirect the calls back to the original hub -
                                   ORBITALL RESPONSIBILITY

WFM (WORK FORCE                    1. Obtain forecast for return to normal services - PARTNER RESPONSIBILITY
MANAGEMENT) APPLICATION

Impacts: impossible to             2. Advise forecast return to normal services - ORBITALL RESPONSIBILITY
manage and analyze the
history and statistics of the
attendant roster

HALT OF ICR                        1. Advise ORBITALL of the problem and the forecast to return to normal
                                   services - PARTNER RESPONSIBILITY
Impacts: distribution of calls
will not be optimized among        2. Advise forecast for return to normal services - ORBITALL RESPONSIBILITY
the attendants at three hubs.
Possibility of loss of some        3. Use Meridian Max to distribute the calls - PARTNER RESPONSIBILITY
statistical data.

FAULT IN THE RECORDING             1. Advise ORBITALL of the problem - PARTNER RESPONSIBILITY
SYSTEM EQUIPMENT
                                   2. Advise forecast return to normal services - PARTNER RESPONSIBILITY
Impacts: impossible to record
requests made by the card-
holders
</TABLE>

                                      H-9
<PAGE>

Test Strategy:

The Contact Center contingency plans strategy consists of halting one of the
attendance hubs once a week (always on Sundays), it will remain shut down, the
attendants are release and the calls are redirected to one of the other hubs.
The hub shutdown schedule and the evidence of its performance (statistics for
the day with the number of calls answered at each hub) will be the
RESPONSIBILITY OF THE PARTNER (PLANNING/OPERATIONS)

Training Strategy:

The Call Center Training Strategy consists of a cycle of presentations made to
all supervisors and managers of the three attendance hubs. This presentation is
based on this document, and will be the RESPONSIBILITY OF THE PARTNER.

                                      H-10

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