Document:

csgs-ex1022ah_63.htm

Pages where confidential treatment has been requested are stamped “Confidential Treatment Requested and the Redacted Material has been separately filed with the Commission,” and places where information has been redacted have been marked with (***). 

Exhibit10.22AH

 

 THIRTY-THIRD AMENDMENT

TO THE

CSG MASTER SUBSCRIBER MANAGEMENT SYSTEM AGREEMENT

BETWEEN

csg SYSTEMS, INC.

AND

COMCAST CABLE COMMUNICATIONS MANAGEMENT, LLC

 

This THIRTY-THIRD AMENDMENT (the “Amendment”) is made by and between CSG Systems, Inc. (“CSG”) and Comcast Cable Communications Management, LLC (“Customer”). The Effective Date of this Amendment is the date last signed below.  CSG and Customer entered into a certain CSG Master Subscriber Management System Agreement (CSG document #2501940) with an effective date of March 1, 2013 (the “Agreement”) and now desire to amend the Agreement in accordance with the terms and conditions set forth in this Amendment. If the terms and conditions set forth in this Amendment shall be in conflict with the Agreement, the terms and conditions of this Amendment shall control. Any terms in initial capital letters or all capital letters used as a defined term but not defined in this Amendment shall have the meaning set forth in the Agreement. Upon execution of this Amendment by the Parties, any subsequent reference to the Agreement between the Parties shall mean the Agreement as amended by this Amendment. Except as amended by this Amendment, the terms and conditions set forth in the Agreement shall continue in full force and effect according to their terms.

 

WHEREAS, pursuant to the Agreement, CSG provides Customer with a non-exclusive, non-transferable and perpetual right and license to use CSG Screen Express® including Enhanced Call Routing ("ECR"), Event Intelligence (EI), Email Capture, and ANI Clean-up (collectively, the "Screen Express Related Products");

 

WHEREAS, pursuant to the Agreement, CSG provides maintenance and support related to the Screen Express Related Products (“Screen Express Support”) to Customer; and

 

WHEREAS, Customer (i) has ceased using the Screen Express Related Products in connection with Customer’s operations, and (ii) has informed CSG that it is no longer necessary for CSG to support and maintain the Screen Express Related Products. 

 

NOW THEREFORE, CSG and Customer agree to the following as of the Effective Date:

 

	
1.
	
Customer desires to remove all licenses of the Screen Express Related Products originally provided to Customer via the Agreement.  Upon the Effective Date, CSG shall purge all copies of the Screen Express Related Products from the Designated Environment and all other computer systems, storage media and other files and as a result, as of the Effective Date, Screen Express and the Screen Express Related Products are no longer used by Customer and no longer supported by CSG.

	
2.
	
As a result, references to the Screen Express Related Products are hereby deleted throughout the Agreement including, but not limited to, the following references set forth in Schedules B, C, D, E and F, respectively:

	
 
	
(a)
	
Schedule B, entitled “Product Licenses, Maintenance and Support” where it will be removed as follows:

	
 
	
a.
	
Remove “16.  Screen Express” from Exhibit B(1)(a) “Export Approved Products and Export Approved Countries,” and insert in its place “16. [Intentionally Left Blank],”

	
 
	
b.
	
Remove “20. Enhanced Call Routing” from Exhibit B(1)(a) “Export Approved Products and Export Approved Countries,” and insert in its place “20. [Intentionally Left Blank],”

	
 
	
c.
	
Remove “CSG Screen Express®/Message Express®” from Exhibit B-1 “Enterprise Products,” section entitled “Product Name,”

	
 
	
d.
	
Remove “Screen Express,” from Exhibit B-1 “Enterprise Products,” section entitled “Product Descriptions,” within the description for “ACSR® (web enabled),”

	
 
	
e.
	
Remove “Enhanced Call Routing Messaging (ECR) – Enhanced Call Routing Messaging provides the capability to create messages that pop based upon the ECR attributes identified within the business rules engine that allows for site configuration to target specific messages based upon  those 

 

	
***
	
Confidential Treatment Requested and the Redacted Material has been separately filed with the Commission. 

 

	
 
		
attributes.,” from Exhibit B-1 “Enterprise Products,” section entitled “Product Descriptions,” under description for “CSG Desktop Solution Bundle,” and

	
 
	
f.
	
Remove “CSG Screen Express®/Message Express®.  Integrated with CSG ACSR and the call center’s ACD telephony switch, CSG Screen Express provides incoming call/ACSR screen synchronization at the CSR workstation.  In addition, CSG Screen Express provides basic software-based operations of the CSR’s physical telephone.,” from Exhibit B-1 “Enterprise Products,” section entitled “Product Descriptions,” 

	
 
	
(b)
	
Schedule C, entitled “Recurring Services” where it will be removed as follows:

	
 
	
a.
	
Remove “CSG Screen Express®/Message Express®,” from the list of Enterprise Licensed Products, and

	
 
	
b.
	
Remove “CSG Screen Express®/Message Express®,” from the list of **** *** products and services set forth in “Attachment A to Exhibit C-1” entitled “CSG Systems, Inc. Business Continuity/Disaster Recovery Plan,” 

	
 
	
(c)
	
Schedule D, entitled “Designated Environments” where it will be removed as follows:

	
 
	
a.
	
Remove the Designated Environment entitled “CSG Screen Express® Designated Environment” in its entirety; and

	
 
	
(d)
	
Schedule E, entitled “Technical Services” where it will be removed as follows:

	
 
	
a.
	
Remove “Screen Express” from the list of Products set forth in the table located at the bottom of Exhibit E-8, the sample “Business Requirement Document (BRD),” and

	
 
	
b.
	
Remove “Screen Express” from the Exhibit E-9, the sample “Initial Project Analysis,” in the table entitled “Impacted Components,” 

	
 
	
(e)
	
Schedule F.1, entitled “Listing of Products and Services Included in the BSC” where it will be removed as follows:

	
 
	
a.
	
Remove references to “CSG Screen Express/Message Express,” from section VIII, entitled “CSG Licensed Products,” subsection A, entitled “Product installation and other associated items,” subsection 1 and subsection 2,

	
 
	
b.
	
Remove reference to “Screen Express Implementations,” from section VIII, entitled “CSG Licensed Products,” subsection A, entitled “Product installation and other associated items,” subsection 6,

	
 
	
c.
	
Remove subsection 17 entitled “Screen Express Enhanced Call Routing Implementation (SOW #225-5061)” in its entirety from section IX, entitled “Miscellaneous,” subsection A, entitled “******* and/or ****** recurring fees provided in an SOW or LOA (fees that are not specifically listed in any other product or service section of Schedule F),” and insert in its place: “17.  [Intentionally Left Blank],”

	
 
	
d.
	
Remove subsection 47 entitled “CSG Screen Express® launch for ******** ** call center in the ******** Division (******** ******** ***** ******* and ************ *******) (CO #1 Document #230-2103 to SOW ##230-1489)” in its entirety from section IX, entitled “Miscellaneous,” subsection A, entitled “******* and/or ****** recurring fees provided in an SOW or LOA (fees that are not specifically listed in any other product or service section of Schedule F),” and insert in its place: “47. [Intentionally Left Blank],”

	
 
	
e.
	
Remove subsection 50 entitled “Implement ANI Clean-up Window in CSG’s Screen Express® - *** ******* (SOW #230-7782)” in its entirety from section IX, entitled “Miscellaneous,” subsection A, entitled “******* and/or ****** recurring fees provided in an SOW or LOA (fees that are not specifically listed in any other product or service section of Schedule F),” and insert in its place: “50. [Intentionally Left Blank],”

	
 
	
f.
	
Remove subsection 53 entitled “Implement CSG Screen Express® - ANI Cleanup Plus Email Capture Module – ******* Division (SOW #231-0677)” in its entirety from section IX, entitled “Miscellaneous,” subsection A, entitled “******* and/or ****** recurring fees provided in an SOW or LOA (fees that are not specifically listed in any other product or service section of Schedule F),” and insert in its place: “53. [Intentionally Left Blank],”

	
 
	
g.
	
Remove subsection 55 entitled “Implement CSG Screen Express® - ANI Cleanup Plus E-mail Capture Module – ********** (SOW #231-3424)” in its entirety from section IX, entitled “Miscellaneous,” subsection A, entitled “******* and/or ****** recurring fees provided in an SOW or LOA (fees that are not specifically listed in any other product or service section of Schedule F),” and insert in its place: “55. [Intentionally Left Blank],”

 

	
***
	
Confidential Treatment Requested and the Redacted Material has been separately filed with the Commission. 

 

	
 
	
h.
	
Remove references to “Enhanced Call Routing/Enhanced Messaging,” from section VIII, entitled “CSG Licensed Products,” subsection A, entitled “Product installation and other associated items,” subsection 6, entitled “CSG Desktop Solutions Bundle,” underneath the heading “The term license fee includes the following:” 

	
 
	
i.
	
Remove subsection 33 entitled “Implement Event Intelligence module for Comcast ******* (SOW #229-7836)” in its entirety from section IX, entitled “Miscellaneous,” subsection A, entitled “******* and/or ****** recurring fees provided in an SOW or LOA (fees that are not specifically listed in any other product or service section of Schedule F),” and insert in its place: “33. [Intentionally Left Blank],”

	
3.
	
As a further result, the parties acknowledge and agree that the following Statements of Work and Change Orders related to the Screen Express Related Products are hereby terminated and of no further force or effect:

	
 
	
a.
	
Statement of Work entered into between the parties effective December 27, 2006, related to “Implementation of Enhanced Call Routing (ECR) and Screen Express® for Customer’s Outsourcers,” (CSG document # 2292909);

	
 
	
b.
	
Change Order #1 entered into between the parties effective July 7, 2008 (CSG document # 2296175), to Statement of Work entered into between the parties effective December 27, 2006, related to “Implementation of Enhanced Call Routing (ECR) and Screen Express® for Customer’s Outsourcers,” (CSG document # 2292909);

	
 
	
c.
	
Statement of Work entered into between the parties effective November 24, 2008, related to “Implement Event Intelligence module for Comcast *******,” (CSG document # 2297836);

	
 
	
d.
	
Statement of Work entered into between the parties effective March 31, 2009, related to “Implement Event Intelligence module of CSG Screen Express® for Comcast *** *******,” (CSG document # 2299405);

	
 
	
e.
	
Statement of Work entered into between the parties effective September 16, 2009, related to “CSG Screen Express® launch for ******** ** call center in the ******** Division (******** ******** ***** ******* and ************ *******),” (CSG document # 2301489);

	
 
	
f.
	
Change Order #1 entered into between the parties effective December 18, 2009 (CSG document # 2302103), to Statement of Work related to “CSG Screen Express® launch for ******** ** call center in the ******** Division (******** ******** ***** ******* and ************ *******),” (CSG document # 2301489);

	
 
	
g.
	
Statement of Work entered into between the parties effective March 26, 2010, related to “Screen Express® Avaya Launch for the **** Division Business Services Group Call Center in ********** **,” (CSG document # 2302076);

	
 
	
h.
	
Change Order #1 entered into between the parties effective June 10, 2010 (CSG document # 2304466), to Statement of Work related to “Screen Express® Avaya Launch for the **** Division Business Services Group Call Center in ********** **,” (CSG document # 2302076); 

	
 
	
i.
	
Statement of Work entered into between the parties effective March 31, 2011, related to “Implement ANI Clean-up Window in CSG’s Screen Express®-*** *******,” (CSG document # 2307782);

	
 
	
j.
	
Statement of Work entered into between the parties effective October 31, 2011, related to “Implement CSG Screen Express®-ANI Cleanup Plus Email Capture Module-******* Division,” (CSG document # 2310677);

	
 
	
k.
	
Statement of Work entered into between the parties effective August 8, 2012, related to “Implement CSG Screen Express®-ANI Cleanup Plus E-mail Capture Module-**********,” (CSG document # 2313424);

	
 
	
l.
	
Statement of Work entered into between the parties effective October 19, 2012, related to “CSG Screen Express® and ECR Launch-**** Division Business Services Group Call Centers,” (CSG document # 2314295);

 

 

	
***
	
Confidential Treatment Requested and the Redacted Material has been separately filed with the Commission. 

 

 

THIS AMENDMENT is executed on the day and year last signed below (“Effective Date”).

 

		
	
COMCAST CABLE COMMUNICATIONS MANAGEMENT, LLC (“CUSTOMER”)

 
	
CSG SYSTEMS, INC. (“CSG”)

	
 

By: /s/ Jeur Abeln
	
 

By:  /s/ Gregory L. Cannon

	
 

Name: Jeur Abeln
	
 

Name:  Gregory L. Cannon

	
 

Title:  Senior Vice President Procurement
	
 

Title:  SVP, General Counsel & Secretary

	
 

Date:  5-7-2018
	
 

Date:  May 8, 2018csgs-ex1022ai_62.htm

Pages where confidential treatment has been requested are stamped “Confidential Treatment Requested and the Redacted Material has been separately filed with the Commission,” and places where information has been redacted have been marked with (***). 

Exhibit10.22AI

 

THIRTY-FIFTH AMENDMENT

TO THE

CSG MASTER SUBSCRIBER MANAGEMENT SYSTEM AGREEMENT

BETWEEN

csg SYSTEMS, INC.

AND

COMCAST CABLE COMMUNICATIONS MANAGEMENT, LLC

 

This THIRTY-FIFTH AMENDMENT (the “Amendment”) is made by and between CSG Systems, Inc. (“CSG”) and Comcast Cable Communications Management, LLC (“Customer”). The Effective Date of this Amendment is the date last signed below.  CSG and Customer entered into a certain CSG Master Subscriber Management System Agreement (CSG document #2501940) with an effective date of March 1, 2013 (the “Agreement”) and now desire to amend the Agreement in accordance with the terms and conditions set forth in this Amendment. If the terms and conditions set forth in this Amendment shall be in conflict with the Agreement, the terms and conditions of this Amendment shall control. Any terms in initial capital letters or all capital letters used as a defined term but not defined in this Amendment shall have the meaning set forth in the Agreement. Upon execution of this Amendment by the Parties, any subsequent reference to the Agreement between the Parties shall mean the Agreement as amended by this Amendment. Except as amended by this Amendment, the terms and conditions set forth in the Agreement shall continue in full force and effect according to their terms.

 

WHEREAS, Customer has requested and CSG has implemented support for Customer’s ********* *********** ******** (the “CSG ********* *********** ********”) integrating Customer’s chosen third party vendor, which is initially ********** *******, pursuant to the Agreement as more specifically set forth in three (3) fully executed Statements of Work (CSG document numbers 4113885, 4114739, and 4114740); and

 

WHEREAS, Customer’s third party vendor, ********** *******, is providing ********* *********** services to Customer, and

 

WHEREAS, Customer acknowledges and CSG agrees that support services for such ********* *********** ******** shall incur an ****** Support and Maintenance fee commencing with the ******* **** invoice; and

 

WHEREAS, Customer and CSG agree that certain performance standards shall be agreed to for the delivery of *** files to Customer’s third party vendor.

 

NOW THEREFORE, CSG and Customer agree to the following as of the Effective Date:

 

1.    As of the Amendment Effective Date, Schedule F, Fees, Section III, Direct Solutions (print and mail), subsection IX, entitled “CSG ********* *********** ******** Fees” shall be deleted in its entirety and replaced with the following:

			
	
Description of Item/Unit of Measure
	
Frequency
	
Fee

	
IX.CSG ********* *********** ******** Fees
	
 
	
 

	
1.Support and Maintenance Fee for the ******* ******* ****** (Note 30)
	
********
	
(**** **)

	
2.****** Support and Maintenance Fee (Note 29) (Note 31) (Note 32)
	
******
	
$**********

	
3.Implementation Fees (Note 30)
	
*** ******* 
	
*****

Note 29: Customer has chosen ********** ******* as its third party vendor to provide ********* *********** services to Customer.  As a result, CSG will provide Customer with a support and maintenance solution for purposes of supporting the ********* *********** services being provided to Customer by Customer’s third party vendor (the “CSG ********* *********** ********”).  ****** Support and Maintenance for the CSG ********* *********** ******** shall consist of the following components:

 

 

 

 

	
***
	
Confidential Treatment Requested and the Redacted Material has been separately filed with the Commission. 

 

 

 

 

		
	
Component
	
Fee Portion

	
LPAR ***% Dedicated to Customer * VMs (including hardware/ software maintenance)
	
$*********

	
Post *********** Processing Software ****** Maintenance and Support Costs
	
$*********

	
Dedicated Technical Support Team
	
$**********

Note 30: The Support and Maintenance Fee for the ******* ******* ****** and the Implementation Fees were set forth in three (3) executed Statements of Work (Document #s 4113885, 4114739 and 4114740).

Note 31:  After the ******* ******* ******, the ****** Support and Maintenance Fee shall be invoiced on an ****** basis as follows: (i) for the ****** period beginning ******* ** **** and ending ******** *** ****, the ****** Support and Maintenance Fee shall be invoiced upon the Effective Date of that certain Thirty-Fifth Amendment to the Agreement (CSG doc. #4117342); and (ii) for any ********** ****** periods, the ****** Support and Maintenance Fee shall be invoiced in advance on the respective ******* invoices for such periods. If CSG and Customer renegotiate the fees, terms and conditions of the CSG ********* *********** ********, the parties will also mutually agree on any updated invoicing logistics that may be necessary.

Note 32:  Customer shall provide CSG with no less than **** (*) ****** written notice (email sufficient) of Customer’s election to discontinue the CSG ********* *********** ********.  CSG shall have the right to invoice Customer for a pro-rated portion of the ****** Support and Maintenance Fee should any portion of the **** (*) ***** notice period extend into the next ******** ****.

 

2.     As of the Amendment Effective Date, Schedule L, entitled “Performance Standards and Remedies,” subsection a. entitled “Performance Standards (i) through (xiii),” shall be amended to add a new performance standard (xiv) to provide as follows:

 

(xiv)******** ** ******* *** ******  *** ********* *********** ******** ********* ** ********** ********** ***** ***** ******* *** ***** **** *** ******* ***** (** *** **** ******) ********* *** **** ** ** ********** ********** ***** ***** ****** ** ***** **** ****** ****** *** (**) ***** ***** **** ***** ********** ** ***** *** ******* ******* ****** ***** ***** ********** ** ****** ** **** ******** **** ***** *** ******* ******* ****** ***** *** ******* *********** ********* ** *** ******* *** **** ********* ********  *** **** **** ** ************** *** *** ******* ** **** *** *********** ******** *** ***** ** **** ************ (***) ****** ** *** ************* ** ******* ******** ******** ** ******** ** *** ***** ***** ******** *** ***** ** ******** ** ****  *** **** **** ** ************** *** *** ******* ** **** *** *********** ******** *** ***** ** **** ************ (***) *** ** *** ******* ** ********** ********** ***** ***** ****** ** ******** ******* ***** **** *** *** **** ********* *** **** ** ** ***** **** *******

 

3.     As of the Amendment Effective Date, Schedule L, entitled “Performance Standards and Remedies,” shall be further amended in the following respects:

 

	
 
	
A.
	
Subsection a. entitled “Performance Standards (i) through (xiii)” shall be amended to change the title of such subsection to “Performance Standards (i) through (xiv).”

 

	
 
	
B.
	
Subsection a.(i) entitled “****** ************” shall be amended by deleting and replacing the last sentence of such subsection with the following sentence: “*** ************* ********* ** ***** *** **** ******** ** *** ********** *** **** *** ** ******* ** *** ********* *** ******* ** **** *** ** *** *********** ********* *** ***** ** ************* (*)(**) * (*)(***) *** (*)(***) **** ***** ***** ***** *** **** ** ************”

 

	
 
	
C.
	
Subsection b. entitled “******* ******” shall be amended by deleting and replacing the sixth sentence of such subsection with the following sentence: “***** ******* ** ******* *** ******* ****** ** ********** **** *** ********** *** ***** ***** **** ****** ** * ****** ******** **** ******* ** *** ** *** *********** ********* ** ************* (*)(*) ******* (*)(***) *** (*)(***) ****** ******”

 

	
 
	
D.
	
Subsection f. entitled “*************” shall be amended by deleting and replacing the first sentence of subparagraph (i) of such subsection f. with the following sentence: “*** *********** *** ****** **** *** *********** ********* (*) ******* (***) ********** ** ********* ** **** ** ******** *********** ** **** ***** *** ***** ****** *** ********* ********** *** ****** ********* ********* **** ***** ******* ****** *************** ** ** ******** ** **** ******** ****** ********* ****** *** 

 

	
***
	
Confidential Treatment Requested and the Redacted Material has been separately filed with the Commission. 

 

 

 

	
 
		
****** ********** ** ******* **** ****** ********* ****** **** * ****** *********** ********** ** ******** *************”

 

 

 

THIS AMENDMENT is executed on the day and year last signed below (“Effective Date”).

 

		
	
COMCAST CABLE COMMUNICATIONS MANAGEMENT, LLC (“CUSTOMER”)

 
	
CSG SYSTEMS, INC. (“CSG”)

	
 

By: /s/ Jeur Abeln
	
 

By:  /s/ Gregory L. Cannon

	
 

Name: Jeur Abeln
	
 

Name:  Gregory L. Cannon

	
 

Title:  SVP Procurement
	
 

Title:  SVP, General Counsel & Secretary

	
 

Date:  6/29/2018
	
 

Date:  6/29/2018

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