Document:

exv10w4

 

Exhibit 10.4

					
	
	 	Statement of Work

 

Globalware PFD Housting
	 	  

SPSS — Globalware Physical Fulfillment and Delivery Hosting Agreement

Statement of Work

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	 	Statement of Work

 

Globalware PFD Housting
	 	  

	 	 	 	 	 
	Table of Contents	 	 	 	 
	 
	1. Terms and Conditions
	 	 	3	 
	1.1 Duration of Statement of Work
	 	 	3	 
	1.2 Change Control
	 	 	3	 
	1.3 Deviation
	 	 	3	 
	2. Background/Summary/Overview
	 	 	3	 
	2.1 Business Engagement
	 	 	3	 
	2.2 Quality Assurance
	 	 	4	 
	3. Definitions
	 	 	4	 
	4. Scope of Services & Service Level Agreements
	 	 	4	 
	4.1 Supply Management
	 	 	4	 
	4.2 Inventory Management
	 	 	5	 
	4.3 Physical Order Details
	 	 	6	 
	4.4 Returns and Return Material Authorization (RMA)
	 	 	6	 
	4.5 Reports, Automated Files & Emails, Tracking
	 	 	7	 
	4.6 Hours of Operation
	 	 	8	 
	4.7 Incident Reporting and Handling
	 	 	8	 
	5. Training
	 	 	9	 
	6. Backup Copies
	 	 	9	 
	8. Assumptions, Pre-requisites and Dependencies
	 	 	9	 
	9. Service Level Remedies
	 	 	9	 
	10. Roles and Responsibilities
	 	 	11	 
	10.1 Client Team Management  — GWS
	 	 	11	 
	10.2 Account Management — GWS & SPSS
	 	 	12	 
	10.3 Resources
	 	 	12	 
	10.4 Meetings
	 	 	13	 
	11. Pricing, Commitment & Invoicing
	 	 	13	 
	11.1 Invoicing
	 	 	13	 
	11.2 Physical Fulfilment and Distribution Pricing
	 	 	14	 
	12. Acceptance
	 	 	16	 

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	 	Statement of Work

 

Globalware PFD Housting
	 	  

Statement of Work

The work set forth below is being completed under the terms and conditions of this Statement of
Work (hereinafter “SOW”) and the ‘Globalware Solutions Service Agreement’, dated May 10, 2007
(hereinafter “Agreement”), between GlobalWare Solutions, Inc. (“GWS”) and SPSS Inc. (“SPSS”).

1. Terms and Conditions

1.1 Duration of Statement of Work

This Statement of Work (SOW) is for the monthly operations of SPSS’ Physical Fulfilment and
Distribution (PFD) program. This SOW is for a term of two (2) years commencing on the
Effective Date (hereinafter the “Initial Term”). This Statement of Work shall automatically
renew for successive one (1) year terms unless it is terminated in accordance with the
Agreement, Section 9 of this Statement or a party informs the other party it does not wish to
renew this Statement of Work as set forth below (hereinafter “Renewal Term”).

If GWS does not wish to renew this SOW after the Initial Term or any Renewal Term, then GWS
must provide SPSS at least one (1) year written notice that they do not wish to renew this SOW.
If SPSS does not wish to renew this SOW after the Initial Term or any Renewal Term, then SPSS
must notify GWS in writing at least 90 days prior to the end of the current term that they do
not wish to renew. Other than the above provisions this SOW cannot be terminated without
cause. Except for as provided in Section 9 below, terms and conditions for termination with
cause are defined in Section 4 of the Agreement.

1.2 Change Control

A change in scope or needed enhancements is likely to occur and can/ will be identified by
either GWS or SPSS. Any changes in scope will be managed by the GWS Account Management Team in
conjunction with the appropriate SPSS counterparts. No enhancements or modifications will be
made without written approval of SPSS and GWS.

1.3 Deviation

In the event that there is deviation from this SOW, GWS and SPSS will mutually discern
ownership of issue and whose responsibility it will be to provide corrective action according
to respective procedures.

2. Background/Summary/Overview

2.1 Business Engagement

SPSS has chosen to engage with GWS, on a non-exclusive basis, as one of its providers of
physical product and order fulfilment (PFD) in North America, EMEA, and Singapore. The
following details in this SOW will meet the needs of SPSS business requirements inclusive of
services and processes, ongoing operational activities and service level agreements (SLAs).

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2.2 Quality Assurance

GWS is a certified ISO 9001-2000 company and is governed by its ISO procedures to manage and
ensure the service levels within

3. Definitions

“Data Share” GWS’ online system that allows SPSS to upload new or updated product information
and tracks the proofing in GWS’ environment.

“GlobalView “ GWS’ online systems that provides SPSS information, which includes but is not
limited to order tracking and inventory counts.

“Ongoing Services” means the service being provided by GWS in hosting and delivering SPSS’
products through physical fulfilment.

“Term” means the term of this Statement of Work.

“Support Services” means the support, maintenance, and training services that GWS will provide
SPSS with respect to the PFD.

“Professional Services” refers to services that GWS may provide to SPSS outside of the terms and
conditions of this Statement of Work. Professional Services may encompass, but not be limited
to, consulting advisory, development, and/or integration services.

“Standard Reports” are any reports that are provided with the GlobalView system, or any reports
that can be created, configured, and modified solely by SPSS using end-user reporting tools
provided by GWS.

“Custom Reports” are any reports provided to SPSS by GWS that require GWS programming resources
to create, configure, or modify at the written request of SPSS.

4. Scope of Services & Service Level Agreements

4.1 Supply Management

4.1.1 Forecasts and POs

	 	§  	 	SPSS will provide forecasts for new products to be released for each GWS location
	 
	 	§  	 	SPSS will provide forecasts for existing products based on rolling forecasts and against
historical reports and current inventory
	 
	 	§  	 	SPSS will provide POs for GWS supply and third party purchases according forecasts prior
to GWS prurchasing or manufacturing components (e.g., CDs or other media; supplies for
marketing materials).

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	 	Statement of Work

 

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4.1.2 Product Lead Times from “Manufacturing Ready”

	 	 	 	 	 	 	 
	Item	 	North America	 	EMEA	 	Singapore
	1. GWS Conventional Print & Media Components

	 	5 to 10 Business Days
	 	5 to 10 Business Days
	 	5 to 10 Business Days
	 
	2. GWS Short Run Demand Print & Media

	 	3 to 5 Business Days
	 	3 to 5 Business Days
	 	3 to 5 Business Days
	 
	3. GWS Sourced Packaging1

	 	10 to 15 Business Days
	 	10 to 15 Business Days
	 	10 to 15 Business Days
	 
	4. SPSS 3rd Party Components2

	 	As scheduled and tracked by GWS AM
	 	As scheduled and tracked by GWS AM
	 	As scheduled and tracked by GWS AM
	 
	5. GWS Finished Goods Assembly Ready Components

	 	Additional 1 to 2 Business Days from the days set forth in 1, 2, 3 and 4 above.
	 	Additional 1 to 2 Business Days from the days set forth in 1, 2, 3 and 4 above.
	 	Additional 1 to 2 Business Days from the days set forth in 1, 2, 3 and 4 above.
	 
	6. GWS Finished Goods Inventory Available for Order Fulfilment

	 	Next Business Day from Assembly
	 	Next Business Day from Assembly
	 	Next Business Day from Assembly

 

			
	1	 	GWS Sourced Packaging is defined as components obtained by GWS from third parties on
behalf of SPSS for fulfillment.
	 
	2	 	SPSS 3rd Party Components are defined as components obtained from third
parties by SPSS and shipped to GWS for fulfilment.

4.2 Inventory Management

4.2.1 Requirements

GWS’ inventory and manufacturing services are an integral piece of the relationship between
SPSS and GWS. GWS will maintain and manufacture inventory on behalf of SPSS. Requirements
are as follow:

	 	§ 	 	Cycle Counting — GWS will validate SPSS inventory counts and compare to
SPSS and GWS records to ensure that the SPSS inventory represented in SPSS
accounting systems and on GWS’ systems is accurate. GWS will maintain a regularly
scheduled cycle count program.
	 
	 	§ 	 	CD Replication — GWS will manufacture CD’s on behalf of SPSS Inc.
utilizing the guidelines provided by SPSS.
	 
	 	§ 	 	Warehousing — GWS inventory is warehoused on pallets on site.
	 
	 	§ 	 	Inventory Transfer Pick-Up — A key part of SPSS inventory management
requires that bulk shipments can be made from various warehousing plants for either
distribution to a supplier, customer or to another SPSS warehouse facility.
	 
	 	§ 	 	Kitting — SPSS will utilize GWS to assemble and box together multiple
products which make up a kit.
	 
	 	§ 	 	Inventory and Product Availability — GWS will follow SPSS guidelines
related to making new products and inventory available for shipment to our
customers, distributors or another SPSS warehouse facility.
	 
	 	§ 	 	Pick Accuracy Rate — GWS will handle the preparation required for
compiling all of the products, labels, etc. required to fulfill any given order.
SPSS requires a commitment to the accuracy levels for ensuring the customer receives
what was depicted on the order.
	 
	 	§ 	 	Inventory Dedication — GWS inventory is dedicated per agreement for
system-to-system orders or web-store.

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	 	§ 	 	GlobalView — GWS component and Finished Goods inventory can be viewed in
GlobalView.

4.3 Physical Order Details

4.3.1 Order Fulfilment

	 	§ 	 	SPSS systemic feeds of order batch files will be sent and processed at scheduled
intervals.
	 
	 	§ 	 	SPSS can enter orders manually into GlobalView.
	 
	 	§ 	 	Orders received Monday to Friday are processed and fulfilled same day for stocked
Finished Goods according to the table in section 4.6 below.
	 
	 	§ 	 	Order fulfilment can be arranged for other hours or days as required, but must be
planned in advance with reasonable amount of notice and carrier availability.
	 
	 	§ 	 	GWS generates pick lists, packing slips, demand print License Authorization Code
letters, and shipping labels according to SPSS specification.
	 
	 	§ 	 	GWS will use shipping carriers as specified on orders received from SPSS. GWS
accounts to be used.
	 
	 	§ 	 	Requests for orders to be expedited, changed or cancelled will be accommodated
whenever possible
	 
	 	§ 	 	Export shipments require a SPSS signed Power of Attorney Form (on file at GWS)
	 
	 	§ 	 	Export orders are processed through:

	 	o	 	North America: US Government MK Denial’s Denied/
Restricted Parties List
	 
	 	o	 	EMEA: US Government MK Denial’s Denied/ Restricted
Parties List
	 
	 	o	 	Singapore: US Government MK Denial’s Denied/
Restricted Parties List

	 	§ 	 	SPSS will track any aspect of order status and customize reports in GV
	 
	 	§ 	 	GWS will notify SPSS of undeliverable orders

4.4 Returns and Return Material Authorization (RMA)

4.4.1 General Returns

	 	§ 	 	GWS will receive returns at the locations in the below table — Attn: SPSS Returns
	 
	 	§ 	 	GWS inspects material for external condition and contacts SPSS for disposition
including the handling of serial numbers and LACs and moves material accordingly

4.4.2 RMA

	 	§ 	 	RMA is received at the locations in the below table — Attn: SPSS RMA
	 
	 	§ 	 	GWS inspects material for external condition and handles material according to RMA
instructions
	 
	 	§ 	 	GWS or SPSS can enter and process RMA in GV which includes instructions for disposition

4.4.3 Return Locations

	 	 	 
	North America

	 	Globalware Solutions, 200 ward Hill Ave, Haverhill, MA 01835
	EMEA

	 	Globalware Solutions, European Manufacturing & Distribution Center Parellaan 70,2132 WS HOOFDDORPThe Netherlands
	Singapore

	 	Globalware Solutions, 9 Changi South Street 3 #0707 Singapore 486361

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	 	Statement of Work

 

Globalware PFD Housting
	 	  

4.5 Reports, Automated Files & Emails, Tracking

It is expected that the following reports will be available/provided to SPSS:

	 	 	 	 	 	 	 	 	 
	Report(s)	 	Type / Source	 	Intended Audience	 	Frequency	 	 
	SPSS Usage by Month

	 	GWS GlobalView
	 	Fulfilment & Distribution
	 	Monthly	 	 
	SPSS Daily Reorder Point

	 	GWS GlobalView
	 	Fulfilment & Distribution
	 	Daily	 	 
	SPSS Review Reorder Points Set

	 	GWS GlobalView
	 	Fulfilment & Distribution
	 	Ad-hoc	 	 
	SPSS Component Inventory

	 	GWS GlobalView
	 	Fulfilment & Distribution
	 	Ad-hoc	 	 
	SPSS-Finished Goods Inventory

	 	GWS GlobalView
	 	Fulfilment & Distribution
	 	Ad-hoc	 	 
	Order Receipt File

	 	GWS Automated System

File
	 	Oracle Log File
	 	Every 5 minutes — 24X7	 	 
	Error Holds, Ship Date Holds, Export Holds, Inventory Holds

	 	GWS GlobalView
	 	Order Management

Fulfilment & Distribution
	 	Ad-hoc	 	 
	Ship Confirm File

	 	GWS Automated System

File
	 	Oracle Order Mgmt Module
	 	Twice per day	 	 
	Order Confirmation

	 	Automated Email
	 	SPSS Customer
	 	Ad-hoc	 	 
	Order Tracking

	 	GWS GlobalView
	 	Sales, Order Management

Fulfilment & Dist
Customer 

Service
	 	Ad-hoc	 	 
	RMA

	 	GWS GlobalView
	 	Customer Service
	 	Ad-hoc	 	 
	Address Correction Report

	 	GWS Email
	 	Fulfilment & Distribution
	 	Monthly	 	 
	Shipping Affidavits

	 	GWS Email
	 	Fulfilment & Distribution
	 	Monthly/Quarterly	 	 
	Invoices

	 	GWS Email & USPS
	 	Fulfilment & Distribution
	 	Monthly — by the 5th day	 	 
	Re-order point

	 	GWS GlobalView
	 	Fulfilment & Distribution
	 	Bi-Weekly	 	 
	Re-order point flag

	 	GWS GlobalView
	 	Fulfilment & Distribution
	 	Daily	 	 
	Inventory Reports

	 	GWS GlobalView
	 	Accounting
Fulfilment & Distribution
	 	Weekly/Monthly	 	 

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	 	Statement of Work

 

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All reports are for standard reporting available within GWS reporting systems. Any customization
requested by SPSS will be quoted via a statement of revision.

4.6 Hours of Operation

	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	Hours of	 	 	 	 	 	 
	 	 	 	 	Operation	 	Hours of	 	Hours of	 	 
	Order and Account	 	Days of	 	North	 	Operation	 	Operation	 	Response
	Inquiries	 	Operation	 	America	 	EMEA	 	Singapore	 	Time
	Daily

	 	Monday — Friday
	 	8am — 5 pm CST
	 	8am — 6pm CET
	 	8 am — 6pm SGT
	 	Acknowledgement Within 1 hours of notification
	Last Business Day of Month

	 	Monday — Friday
	 	8am — 9pm CST
	 	8am CET — until instructed to stop.
	 	8am SGT- until instructed to stop.
	 	Within 1 hour of notification
	Last Business Day of Quarter

	 	Monday — Friday
	 	8am — 12am CST
	 	8am CET — until instructed to stop.
	 	8am SGT- until instructed to stop.
	 	Within 1 hour of notification
	Last Day of the Quarter (If falls on Saturday)

	 	Saturday
	 	8am — 12pm CST
	 	n/a
	 	n/a
	 	Within 1 hour of notification
	Last Week of the Quarter

	 	Monday — Friday
	 	8am — 5pm cst
	 	8am — 6pm CET
	 	8am — 6pm SGT
	 	Within 1 hour of notification
	 
	Fulfilment

	 	Days of
Operation
	 	Orders
Received by
	 	Orders
 Received by
	 	Orders 
Received by
	 	Shipping
Date
	 	 	 	 	 	 	 	 	 	 	 
	Daily

	 	Monday — Friday
	 	2:00pm CST
	 	2:00pm CET
	 	2:00pm SGT
	 	Same Day
	Last Business Day of Month

	 	Monday — Friday
	 	8:00pm CST
	 	8:00pm CET
	 	8:00pm SGT
	 	Same Day
	Last Business Day of Quarter

	 	Monday — Friday
	 	9:30pm CST
	 	9:30pm CET
	 	9:30pm SGT
	 	Same Day
	Last Day of the Quarter (If falls on Saturday)

	 	Saturday
	 	11:00am CST
	 	11:00amCET
	 	11:00am SGT
	 	Same Day

4.7 Incident Reporting and Handling

SPSS’ responsibilities will include:

	 	§ 	 	Identify and report issues via phone and/or email
	 
	 	§ 	 	Provide sufficient detail to facilitate GWS in responding to order inquiry and
account management questions
	 
	 	§ 	 	Determine priority/severity of the request
	 
	 	§ 	 	Review system access lists, and validate with GWS the SPSS staff that have been
approved to make order inquiries and account changes

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     GWS’ responsibilities will include:

	 	§ 	 	Log call/email – open order inquiry/incident
	 
	 	§ 	 	Diagnose, research and resolve issue
	 
	 	§ 	 	Coordinate & communicate status with SPSS
	 
	 	§ 	 	Coordinate closure of the inquiry/incident

	5.	 	Training
	 
	 	 	GWS will provide training to the designated SPSS employees on the systems used for PFD processes
which include GlobalView and Data Share.
	 
	6.	 	Backup Copies
	 
	 	 	GWS will make daily incremental and weekly full backups of all systems that house SPSS
related information. GWS will twice weekly, including the full backup, store backups
offsite in a secure facility. All backups should be retained for at least one year. In
the event that the parties agree that a disaster has occurred (e.g., in the event the
Network crashes), GWS will provide point-in-time recovery to the last backup of the SPSS
related information. This point-in-time recovery will generally be accomplished in less
than 6 hours. GWS will make best efforts to ensure that this point-in-time recovery does
not take more than 72 hours in the case of a catastrophic event. Back-up procedures
entail storage of SPSS customer data and therefore GWS and SPSS are responsible for
handling of customer data as specified in the Agreement. SPSS customer information should
only be used to facilitate the obligations under this Statement of Work.
	 
	7.	 	Professional Services
	 
	 	 	During the term of this Statement of Work, SPSS and GWS may determine that an SPSS
request falls outside the terms and conditions of this Statement of Work. Should this be
the case, SPSS and GWS will mutually develop a Statement of Work in support of the
necessary services, including any necessary additional costs.
	 
	8.	 	Assumptions, Pre-requisites and Dependencies
	 
	 	 	The ability to execute the ongoing requirements of Physical Fulfilment and Delivery will be
dependent upon the successful implementation of the Physical Fulfilment and Delivery setup
project, described in a separate, mutually agreed upon SOW.
	 
	9.	 	Service Level Remedies
	 
	 	 	The remedies set forth below are SPSS’ sole and exclusive remedies, and GWS’ sole and exclusive
liability, for interruption of the PFD Service.

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	9.1	 	Order Processing SLAs

Subject to Section 9.2 below, GWS agrees to provide credits as and in the amounts described
below (“Credits”) if it fails to meet either of the following order processing service level
commitments (the “SLA Commitments”) with respect to any Valid Order (defined below).

On Time Delivery Commitment: All Valid Orders received into the GSW Power Access system by the
applicable time for the region (as set forth in Section 4.6 ”Hours of Operation”) on or before
the last business day of a given calendar month (the “Order Cutoff Day”) will be delivered to an
appropriate third party for shipment on or before the end of the applicable Order Cutoff Day
(the “Shipping Cutoff Time”).

For measurement purposes, should GWS be unable to accept Valid Orders due to GWS error, then the
Log File date/time stamp when the first attempt to send the order file to the GWS FTP site was
made, will take precedence over the date/time stamp of the receipt of the order in Power Access.

Order Fulfillment Accuracy Commitment: All Valid Orders will be directed to the applicable ship
to address and contain the quantity and type of products specified in the applicable order. Any
Valid orders not meeting these criteria will be considered unfulfilled orders, and therefore
subject to the penalties below.

For the purpose of calculating credits due to SPSS from GWS below, a region pertains to the
specific GWS Fulfillment Center that may be at fault for an unfulfilled order, and the revenue
generated by that Center in fulfillment of SPSS orders.

	 	A.	 	Monthly Fulfillment:

On a calendar monthly basis, GWS will grant to SPSS a Credit for each Valid Order that GWS
failed to fulfill by the applicable Shipping Cutoff Time in accordance with the SLA
Commitments for the applicable region in which such failure occurred. The amount of such
Credit with respect to each such unfulfilled order will be equal to 1% of the monthly
fulfillment revenue from the region the violation occurred payable to GWS in connection with
that unfulfilled order, provided that, in no event shall the aggregate amount of Credits
granted to SPSS in accordance with this Section 9.1(A) with respect to any calendar month
exceed 30% of the monthly regional fulfillment revenues actually paid to GWS by SPSS with
respect to that calendar month.
	 
	 	B.	 	End of Quarter Fulfillment:

Notwithstanding the foregoing, in the event that GWS is required to grant to SPSS a Credit
under Section 9.1(A) above with respect to any calendar month that is the last calendar
month of a given calendar quarter, then in lieu of the Credit required under 9.1(A) above,
GWS shall grant to SPSS a Credit with respect to each such unfulfilled order equal to 2% of
the monthly fulfillment revenue from the region the violation occurred payable to GWS in
connection with that unfulfilled order ; provided that, in no event shall the aggregate
amount of Credits granted to SPSS in accordance with this Section 9.1(B) with respect to any
calendar month exceed 50% of the regional monthly fulfillment revenues actually paid to GWS
by SPSS with respect to that calendar month.
	 
	 	C.	 	The amount of each Credit shall be calculated by GWS and sent to SPSS for approval
within thirty (30) days from the close of the applicable calendar month with respect to
which such Credits are due. If the Credit is reasonably approved by SPSS, GWS shall apply the Credit
to the next months invoice. If this Statement of Work or the Agreement is terminated and
SPSS cannot utilize the Credit, then GWS shall send SPSS payment in the amount of the Credit
within thirty (30) days from the date SPSS approves the Credit.

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	9.2	Conditions of Credits: The parties acknowledge and agree that:

SPSS will provide GWS with up to date forecasts of order volumes for the last day of every month
and every quarter, in order for GWS to provide the appropriate staffing. No credits to SPSS will
be applicable for orders exceeding the forecast plus ten (10) percent that fail to meet the above
Service Level.

	 	A.	 	Credits will be granted only with respect to Valid Orders. A “Valid Order” is an order
that meets all of GWS’s standard minimum order processing requirements, including the
following:

	 	•	 	Placed through Power Access systemically
	 
	 	•	 	Orders received into Power Access by agreed cut off time.
	 
	 	•	 	Includes valid ship to address
	 
	 	•	 	Contains no exceptions or Invalid Order fields
	 
	 	•	 	Product must be in stock
	 
	 	•	 	Product must be set up in the GWS system.
	 
	 	•	 	An Auth Codes must be at least 20 characters
	 
	 	•	 	An Auth Codes must be no longer than 40 characters
	 
	 	•	 	When using the carrier OTHER / CHECK SERVICE the method of shipment must be
listed in the notes field.
	 
	 	•	 	An invalid order is any order that is rejected by PA due to the fault of SPSS,
and has an error code sent back to SPSS or an order that makes it through the
system and is identified as an invalid order and SPSS is notified of the reason it
is invalid. This includes all current and future exceptions mutually agreed upon by
both parties as being invalid orders.

	 	B.	 	GWS will not be liable to SPSS to provide any Credit for any delay or failure to meet a
service level if GWS’ failure is exclusively due to an act, omission, error or failure to
perform by SPSS or (ii) an event described in Section 9(e) of the Agreement shall occur.
	 
	 	C.	 	If the Credit caps set forth in A and B above are met in two (2) months over any twelve
(12) month period, SPSS may terminate this Statement of Work without penalty on sixty (60)
day prior written notice to GWS. SPSS shall have a right to provide such notice anytime
over a ninety (90) day period after the Credit cap is met for the second time in the twelve
month period.

10. Roles and Responsibilities

     10.1 Client Team Management  — GWS

	 	§ 	 	Implements SOW, manages change, and integrates services for new requirements
	 
	 	§ 	 	Identifies and aligns internal GWS resources by location globally and departments as
required to support current or requirements
	 
	 	§ 	 	Identifies Account Manager (AM) requirements globally and coordinates team dedicated to
SPSS
	 
	 	§ 	 	Identifies lines of communication and paths of escalation internally and with SPSS
	 
	 	§ 	 	Establishes and maintain program for Continuous Improvement
	 
	 	§ 	 	Coordinates special projects (i.e SPSS Prentice Hall) or events (i.e.SPSS EOQ)
	 
	 	§ 	 	Coordinates Quarterly Business Reviews (QBR) to measure performance and improve business
relationship

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	 	§ 	 	Serves as escalation point from Account Manager and/ or SPSS to Director of Client
Services and Quality Assurance

     10.2 Account Management – GWS & SPSS

Account Management is the method by which SPSS and GWS interact on an operational basis. This
sets the stage for what’s expected of both parties to ensure that the lines of communication
are always open and methods for communicating with one another have been fully defined and
agreed upon. SPSS requires that GWS is available to answer order and account inquiry
questions, and to report problems that SPSS may be experiencing via phone and/or email. In
general, it is expected that Account Management from GWS and SPSS account for the following:

	 	§ 	 	Ensure there is consistent contact and communication about relationship and any special
needs for escalation and/or system alerts
	 
	 	§ 	 	Ensures that service levels of SOW are being maintained
	 
	 	§ 	 	Financial management to ensure ongoing fees and invoices are accurate and any
additional work is scoped and accounted for
	 
	 	§ 	 	Specifically, SPSS will be required to:

	 	o	 	Participate in meetings
	 
	 	o	 	Provide information on up-coming releases or any activities that will
have an impact to the SPSS / GWS relationship
	 
	 	o	 	Identify improvement opportunities
	 
	 	o	 	Ensure quarterly score carding
	 
	 	o	 	Follow-up on SPSS action items for closure

	 	§ 	 	Specifically, GWS will be required to:

	 	o	 	Coordinate and enable SPSS to perform system availability reviews
	 
	 	o	 	Identify improvement opportunities
	 
	 	o	 	Coordinate and distribute materials for formal meetings
	 
	 	o	 	Follow-up on GWS action items for closure
	 
	 	o	 	Identification of any GWS major changes (Systems, organizational, etc.)
that could have an impact on the SPSS / GWS relationship
	 
	 	o	 	Perform review of access controls

     10.3 Resources

The following resources are those identified as critical to the daily activities and monitoring
of the services provided. Additional SPSS and GWS resources may be incorporated in necessary
discussions as necessary on a periodic basis.

	 	 	 	 	 
	Resource Group	 	Member	 	Key Responsibilities
	Vendor Manager – SPSS

	 	Terry Schohn

Vice President, Corporate

Administration
	 	Represent SPSS in
managing the on-going
relationship with GWS
	 
	 	 	 	 
	Account Manager

	 	Jerry Alexander
	 	Represent GWS in
managing the ongoing
relationship and
general account
management activities
with SPSS
	 
	 	 	 	 
	Service Level Managers

	 	North America:

Diana Davis
	 	Represent SPSS in
monitoring contractual service levels.
Accountable to SPSS customers to maintain level of service in
their respective regions.

	 	 	 	 	 
	 

	 	EMEA:

Jaap Jongejans
	 	 
	 
	 

	 	Singapore:	 	 
	 

	 	Rob Godfrey	 	 

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     10.4 Meetings

     It is expected that Account Management meetings will occur for the following areas:

	 	 	 	 	 
	Meetings	 	Frequency	 	Meeting Content
	Vendor Management Meetings

	 	Bi-Weekly –
2nd and
4th Tuesday of each
month	 	 
	 

	 	 
	 	New Product Releases Issues, etc
	 
	Business Review Meetings

	 	Quarterly-
2nd	 	§    Quarterly Vendor Score Card and Service Level reviews

	 

	 	Tuesday of each	 	§    Inventory Reviews

	 

	 	quarter	 	§    SPSS Physical Fulfillment & Distribution Improvement opportunities

	 

	 	 

	 	§    Review GWS access lists for GlobalView and CSTools provided by SPSS

	 

	 	 	 	§    Discuss Upcoming Changes

	 
	Adhoc Meetings
	 	As Needed	 	Address issues that require immediate attention

11. Pricing, Commitment & Invoicing

     11.1 Invoicing

	 	§ 	 	GWS AM will track costs according to contracted fees for goods and services.
	 
	 	§ 	 	GWS AM will manage POs and will create system sales orders and monitor invoice process.
	 
	 	§ 	 	GWS Finance will generate invoices for goods on an ongoing basis.
	 
	 	§ 	 	GWS Finance will generate an invoice for services on a monthly basis.
	 
	 	§ 	 	Invoicing and payment terms are stated in Section 3. Compensation within the Agreement.
	 
	 	§ 	 	GWS will bill for components as the components are stocked.

	 	§ 	 	Invoices for North America operations should be sent electronically by the
5th business day of every month, later to be followed by a hard copy sent to
the SPSS Headquarters in Chicago.  Invoices should reflect all orders for North America
for the billing cycle including the costs per
order split into material costs, freight costs, order processing costs, same day costs
and the invoice total. All invoices for North America should be billed in US Dollars.
	 
	 	§ 	 	Invoices for EMEA operations should be sent to the appropriate SPSS controllers by
the 5th of every month, later to be followed by a hard copy sent to their
individual offices. Each office should receive 2 files via email and 1 hard copy via
mail. The 1st file contains all orders for the

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	 	 	 	billing period and respective
office including the costs per order split into material costs, freight costs, order
processing costs, same day costs and the invoice total. The 2nd file is a
copy of a sign off sheet with the summary of all offices and the totals. A copy of all
invoices for the offices should be submitted to the Fulfillment Manager both
electronically and hard copies. All Invoices for EMEA should be billed in Euros.
	 
	 	§ 	 	Invoices for Singapore operations should be sent to the appropriate SPSS controllers
by the 5th of every month, later to be followed by a hard copy sent to their
individual offices. Each office should receive 2 files via email and 1 hard copy via
mail. The 1st file contains all orders for the billing period and respective
office including the costs per order split into material costs, freight costs, order
processing costs, same day costs and the invoice total. The 2nd file is a
copy of a sign off sheet with the summary of all offices and the totals. A copy of all
invoices for the offices should be submitted to the Fulfillment Manager both
electronically and hard copies. All Invoices for Singapore should be billed in US
Dollars.
	 
	 	§ 	 	Separate Invoices will be prepared and delivered by GWS for Purchase Orders
submitted by SPSS for items including but not limited to printed materials, CD
duplication, and printing of manuals. These invoices must reference the appropriate
SPSS PO number and are distinct from the monthly detail invoice for order processing
and account management.

     11.2 Physical Fulfilment and Distribution Pricing

	 	 	 	 	 	 	 	 	 	 	 	 	 
	PFD Pricing	 	HAVERHILL	 	AMSTERDAM	 	SINGAPORE
	Order Processing (Order Feed)
	 	 	 	 	 	 	 	 	 	 	 	 
	Order Process Fee — first of each part number
	 	$	1.95	 	 	€1.75	 	$	1.45	 
	Pick Process Fee — per each additional item
	 	$	0.25	 	 	€0.20	 	$	0.15	 
	License Fee — per license (auth code) print and insertion
	 	$	0.25	 	 	€0.20	 	$	0.20	 
	Pack Charge — per shipment/carton, included in Order Process Fee
	 	 	—	 	 	 	—	 	 	 	—	 
	Bulk Order Process Fee — each part number item
	 	$	1.95	 	 	€1.75	 	$	1.45	 
	Bulk Order Carton Fee — pick, pack, label per carton
	 	$	4.00	 	 	€4.50	 	$	3.00	 
	Standard International Paperwork
	 	$	4.00	 	 	€2.75	 	$	3.50	 
	Additional International Shipment Process/ Paperwork
	 	Per Requirement	 	Per Requirement	 	Per Requirement
	Palletizing Fee — per pallet
	 	$	18.00	 	 	€12.50	 	$	25.00	 
	Rush Order Fee — received after cut-off per order1
	 	$	25.00	 	 	€25.00	 	$	20.00	 
	Order Cancellation Fee — before order release per order
	 	$	8.00	 	 	  €6.00	 	$	6.00	 
	Special Handling Fee – cancel after order release; change/ edit order
post feed transmittal per order
	 	$	25.00	 	 	€25.00	 	$	20.00	 
	Outbound Freight — per GWS carriers and rates
	 	 	—	 	 	 	—	 	 	 	—	 
	GWS Inter-facility Inventory transfer fee – for GWS manufactured goods;
freight and packaging fees apply to SPSS supplied material
	 	No Charge	 	No Charge	 	No Charge
	RMA (Return Material Authorization)
	 	 	 	 	 	 	 	 	 	 	 	 
	Standard Return Process Fee — not recommended in Singapore
	 	$	8.00	 	 	€6.00	 	$	6.00	 
	Receive, Inspect, Restock — per unit
	 	$	3.10	 	 	€3.40	 	$	2.50	 
	Warehousing & Inventory Management
	 	 	 	 	 	 	 	 	 	 	 	 
	Warehouse Services — by quotation per hour
	 	$	37.00	 	 	€35.00	 	$	20.00	 
	Receiving Charge — receive, inspect and stock customer supplied
material of a single part per pallet
	 	$	15.00	 	 	€15.00	 	$	10.00	 
	Receiving Charge — receive, inspect and stock customer supplied
material in cartons per part
	 	$	5.00	 	 	€5.00	 	$	3.00	 

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	PFD Pricing	 	HAVERHILL	 	AMSTERDAM	 	SINGAPORE
	 
	 	 	 	 	 	€14.00 EU Size	 	 	 	 
	Pallet Charge — per pallet/ location
	 	$	16.00	 	 	€22.00 US Size	 	$14.00 M3 Size
	Cycle Count Inventory — included in pallet charge
	 	 	—	 	 	 	—	 	 	 	—	 
	Inventory Transaction Updates — per hour
	 	$	37.00	 	 	€35.00	 	 	$	20.00	 
	Stock Disposition — restock, recycle or destroy by quotation
	 	$	37.00	 	 	€35.00	 	 	$	20.00	 
	Standard Reports — included in GlobalView Service Fee
	 	 	—	 	 	 	—	 	 	 	—	 
	Miscellaneous Services
	 	 	 	 	 	 	 	 	 	 	 	 
	Additional Services — EOQ, overtime activity, misc. projects, etc.
	 	By Quotation	 	By Quotation	 	By Quotation
	Customized Services — new process, IT and/ or PowerAccess development;
quotation per hour
	 	$	150.00	 	 	 	—	 	 	 	—	 
	GlobalViewTM
	 	 	 	 	 	 	 	 	 	 	 	 
	Service Fee — monthly hosting and support per month per facility
	 	$	2,500.00	 	 	$	2,500.00	 	 	$	2,500.00	 
	Up to 10 users — with global access to all sites included in Service Fee
	 	 	—	 	 	 	—	 	 	 	—	 
	Additional Global Users – monthly flat fee for additional and unlimited
number of users
	 	$	2,500.00	 	 	 	—	 	 	 	—	 
	User Set Up Fee – Each User
	 	$	75.00	 	 	 	 	 	 	 	 	 

 

			
	1	 	Orders are only considered ‘Rush’ if they are fulfilled on the same day at the
explicit request of SPSS and occur after the cutoff times identified in section 4.6 of this
document.

The prices set forth above cannot be changed during the Initial Term of this Statement of Work.
Thereafter, the pricing can be increased prior to each renewal term by no more than five (5)
percent over the prior year’s prices.

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Globalware PFD Housting
	 	  

12. Acceptance

IN WITNESS WHEREOF, the parties hereto have caused this Agreement to be executed by their
respective dually authorized officers or representatives as of the Effective Date, which is
defined as the date that the last party signs.

	 	 	 	 	 
	SPSS:

	 	 	GWS:	 
	SPSS Inc.

	 	 	GlobalWare Solutions, Inc.	 
	233 S. Wacker Drive, 11th floor,

	 	 	200 Ward Hill Ave	 
	Chicago, Illinois 60606

	 	 	Haverhill, MA 01835	 
	 
	 	 	 	 
	Signed and Agreed By:

	 	 	Signed and Agreed by:	 
	 
	 	 	 	 
	/s/
Raymond H. Panza

	April 7, 2008	 	/s/ John P. Viliesis	3-28-08
	 

(Signature)

	 
(Date)	 	 

(Signature)
	 
(Date)
	 
	 	 	 	 
	Raymond H. Panza
	EVP & CFO	 	John P. Viliesis	CFO
	 

(Name)
	 
(Title)	 	 
(Name)	 
(Title)

Page 16 of 16exv10w5

 

Exhibit
10.5

					
	
	 	Statement of Work

 

Globalware ESD Hosting
	 	  

SPSS — Globalware Electronic Software Delivery Hosting Agreement

Statement of Work

Page 1 of 12

 

					
	
	 	Statement of Work

 

Globalware ESD Hosting
	 	  

Table of Contents

	 	 	 	 	 
	1. Terms and Conditions
	 	 	3	 
	1.1 Duration of Statement of Work
	 	 	3	 
	1.2 Change Control
	 	 	3	 
	1.3 Deviation
	 	 	3	 
	2. Background/Summary/Overview
	 	 	3	 
	2.1 Business Engagement
	 	 	3	 
	2.2 Quality Assurance
	 	 	3	 
	3. Definitions
	 	 	4	 
	4. Scope of Services
	 	 	4	 
	4.1 Support Services
	 	 	4	 
	4.2 Training
	 	 	4	 
	4.3 Backup Copies
	 	 	4	 
	4.4 Professional Services
	 	 	4	 
	4.5 Account Management
	 	 	4	 
	4.6 Reports, Automated Files & Emails, Tracking
	 	 	4	 
	5. Assumptions, Pre-requisites and Dependencies
	 	 	4	 
	6. Service Level Remedies
	 	 	4	 
	7. Roles and Responsibilities
	 	 	4	 
	7.1 Client Team Management Role
	 	 	4	 
	7.2 Account Management Role
	 	 	4	 
	7.3 Meetings
	 	 	4	 
	7.4 Resources
	 	 	4	 
	8. Pricing, Commitment & Invoicing
	 	 	4	 
	8.1 Invoicing
	 	 	4	 
	8.2 Electronic Software Delivery Pricing
	 	 	4	 
	9. Customer email notification and email domain use
	 	 	4	 
	10. Acceptance
	 	 	4	 

Page 2 of 12

 

					
	
	 	Statement of Work

 

Globalware ESD Hosting
	 	  

Statement of Work

The work set forth below is being completed under the terms and conditions of this Statement of
Work (hereinafter “SOW”) and the ‘Globalware Solutions Service Agreement’, dated May 10, 2007
(hereinafter “Agreement”), between GlobalWare Solutions, Inc. (“GWS”) and SPSS Inc. (“SPSS”).

	1.	 	Terms and Conditions

1.1 Duration of Statement of Work

This Statement of Work (SOW) is for the monthly operations of SPSS’ Electronic Software Delivery
(ESD) program. This SOW is for a term of two (2) years commencing on the Effective Date
(hereinafter the “Initial Term”). This Statement of Work shall automatically renew for
successive one (1) year terms unless it is terminated in accordance with the Agreement or a
party informs the other party it does not wish to renew this Statement of Work as set forth
below (hereinafter “Renewal Term”).

If GWS does not wish to renew this SOW after the Initial Term or any Renewal Term, then GWS
must provide SPSS at least one (1) year written notice that they do not wish to renew this SOW.
If SPSS does not wish to renew this SOW after the Initial Term or any Renewal Term, then SPSS
must notify GWS in writing at least 90 days prior to the end of the current term that they do
not wish to renew. Other than the above provisions this SOW cannot be terminated without
cause. The terms and conditions for termination with cause are defined in Section 4 of the
Agreement.

1.2 Change Control

A change in scope or needed enhancements is likely to occur and can/ will be identified by
either GWS or SPSS. Any changes in scope will be managed by the GWS Account Management Team in
conjunction with the appropriate SPSS counterparts. No enhancements or modifications will be
made without written approval of SPSS and GWS.

1.3 Deviation

In the event that there is deviation from this SOW, GWS and SPSS will mutually discern ownership
of issue and whose responsibility it will be to provide corrective action according to
respective procedures.

	2.	 	Background/Summary/Overview

2.1 Business Engagement

SPSS has chosen to engage with GWS on a non-exclusive basis as its provider of ESD on a
worldwide basis. The following details in this SOW will meet the needs of SPSS business
requirements inclusive of services and processes, ongoing operational activities and service
level agreements (SLAs).

2.2 Quality Assurance

GWS is a certified ISO 9001-2000 company and is governed by its ISO procedures to manage and
ensure the service levels within

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	 	Statement of Work

 

Globalware ESD Hosting
	 	  

	3.	 	Definitions
	 
	 	 	“Data Share” GWS’ online system that allows SPSS to upload new or updated product information
and tracks the proofing in GWS’ environment.
	 
	 	 	“GlobalView “ GWS’ online systems that provides SPSS information related to order tracking,
inventory counts, etc.
	 
	 	 	“Ongoing Services” means the service being provided by GWS in hosting and delivering SPSS’
products through electronic fulfilment.
	 
	 	 	“Term” means the term of this Statement of Work.
	 
	 	 	“Support Services” means the support, maintenance, and training services that GWS will provide
SPSS with respect to the ESD.
	 
	 	 	“Professional Services” refers to services that GWS may provide to SPSS outside of the terms and
conditions of this Statement of Work. Professional Services may encompass, but not be limited
to, consulting advisory, development, and/or integration services.
	 
	 	 	“Named Administrative User” refers to an SPSS Employee identified by SPSS that requires systems
access to either GlobalView, CSTools, or both, and requiring some level of support in their use
of those tools.

	4.	 	Scope of Services
	 
	 	 	Throughout the term of this Statement of Work, GWS and SPSS agree to engage in Electronic
Software Delivery meaning GWS hereby agrees to provide SPSS, and SPSS hereby agrees to
purchase from GWS, Electronic Software Delivery Services, subject to the terms and
conditions herein. GWS’ Electronic Software Delivery Hosting Services will provide a means
for SPSS to host its proprietary software products and enable those products for download
by SPSS customers by accessing a fully secured entitlement area on the GWS website.

4.1 Support Services

During the term, GWS will provide Support Services to the SPSS Named Administrative Users, which
include the services described below. GWS will provide customer support based upon the
following;

	 	•	 	For “priority 1” issues, which are defined and considered to be issues
preventing use of the system and/or a breach of information security or customer
data privacy.:

	 	•	 	During the GWS business operations hours Monday — Friday, 9:00 AM -
5:00 PM Pacific Standard Time (PST), SPSS may contact GWS by pager with
GWS acknowledgement of receipt and request within 15 minutes.
	 
	 	•	 	Outside of the Monday — Friday, 9:00 AM — 5:00 PM PST, SPSS may
contact GWS by pager with GWS acknowledgement of receipt and request
within 60 minutes,

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	 	Statement of Work

 

Globalware ESD Hosting
	 	  

	 	•	 	For “priority 2” issues, which are defined and considered to be degradation of
service and/or performance:

	 	•	 	Phone and email support Monday — Friday, 9:00 AM to 5:00 PM PST with
GWS acknowledgement of receipt and request within 60 minutes,

	 	•	 	For non priority 1 and 2 issues:

	 	•	 	Phone and email support Monday — Friday, 9:00 AM to 5:00 PM PST with
GWS acknowledgement of receipt and request by next business day,

4.2 Training

As part of the ongoing Account Management services/support, GWS will provide Named
Administrative Users introductory training services or instructions as appropriate with
respect to the basic use, features, and ongoing management of the Electronic Software
Delivery Hosting Service. Basic use, features and ongoing management instructions or
training as appropriate includes:

	 	•	 	Adding new SKU’s
	 
	 	•	 	Updating exiting SKU’s
	 
	 	•	 	Removing existing SKU’s

SPSS will complete a GWS “Statement of Revision” form to account for any of the above
changes enabling proper tracking/accounting of necessary changes. Any training required
outside of the above items is considered to be outside the terms and conditions of this
Statement of Work and therefore will require professional services at an additional fee
with a separate Statement of Work between SPSS and GWS.

4.3 Backup Copies

GWS will make daily incremental and weekly full backups of SPSS’ data associated with the
Electronic Software Delivery Hosting Service, including the SPSS Software, for the
purpose of creating backup copies of SPSS’ data (the “Backup Copy”) for disaster recovery
or other purposes. Current backup copies will be maintained both onsite and offsite of
the primary GWS data center, which services SPSS’ ESD function. Backup copies will be
retained for a minimum of one (1) year. In the event that GWS declares a disaster . GWS
will provide point-in-time recovery to the last backup of the Electronic Software
Delivery Hosting Service. This point-in-time recovery will generally be accomplished in
less than 4 hours. GWS will make best efforts to ensure that this point-in-time recovery
does not take more than 72 hours in the case of a catastrophic event. Back-up procedures
entail storage of SPSS customer data and therefore GWS and SPSS are responsible for
handling of customer data

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	 	Statement of Work

 

Globalware ESD Hosting
	 	  

as specified in Section 8 of the Agreement signed May 10, 2007. SPSS customer information
should only be used to facilitate the obligations under this Statement of Work.

4.4 Professional Services

During the term of this Statement of Work, SPSS and GWS may determine that an SPSS
request falls outside the terms and conditions of this Statement of Work. Should this be
the case, SPSS and GWS will mutually develop a Statement of Work in support of the
necessary services, including any necessary additional costs.

4.5 Account Management

The SPSS and GWS Vendor Relationship Managers (refer to section 7) are expected to be mutually
involved in ongoing management of the account. The Vendor Managers will facilitate meetings
and/or email communications as needed, but no less than once per calendar quarter, to address
the following topics:

	 	•	 	Performance issues
	 
	 	•	 	Scheduled outages of Electronic Software Delivery Hosting Service
	 
	 	•	 	Anticipated changes in service levels
	 
	 	•	 	Commitment level changes
	 
	 	•	 	Personal services requirements
	 
	 	•	 	Other periodic and germane topics

4.6 Reports, Automated Files & Emails, Tracking

It is expected that the following reports will be provided to SPSS:

	 	 	 	 	 	 	 
	Report(s)	 	Type / Source	 	Intended Audience	 	Frequency
	SPSS down load
Usage by Month

	 	OLRM
	 	SPSS Vendor Manager
	 	Monthly
	 
	 	 	 	 	 	 
	Ship Confirm File

	 	GWS Automated System

File
	 	SPSS Order Management
	 	Ad-hoc
	 
	 	 	 	 	 	 
	Order Notification
& Confirmation

	 	Power Acess generates
an automated Email
	 	SPSS Customer
	 	Ad-hoc
	 
	 	 	 	 	 	 
	Order Tracking

	 	View entire order OLRM
	 	SPSS Customer Service
	 	Ad-hoc
	 
	 	 	 	 	 	 
	 

	 	CSTOOLs allow SPSS
Customer Service to
interact with Power
Access.	 	 	 	 
	 
	 	 	 	 	 	 
	Revenue Recognition
Report

	 	OLRM
	 	SPSS Fulfilment &
Distribution
	 	Monthly/Quarterly
	 
	 	 	 	 	 	 
	Invoices

	 	Email and USPS
	 	SPSS Vendor Manager
	 	Monthly — by the
5th day

Page 6 of 12

 

					
	
	 	Statement of Work

 

Globalware ESD Hosting
	 	  

All reports are for standard reporting available within GWS reporting systems. Any customization
requested by SPSS will be quoted via a statement of revision.

5. Assumptions, Pre-requisites and Dependencies

	 	•	 	The ability to host SPSS’ Electronic Software Delivery will be dependent upon the
successful implementation of the Electronic Software Delivery setup project, described
in a separate, mutually agreed upon Statement of Work.
	 
	 	•	 	SPSS will work with GWS to ensure access to relevant data and resources is made
available as necessary to the success of project operations.

6. Service Level Remedies

6.1 The Electronic Software Delivery Service provided by GWS hereunder will not be down for more
than one (1) hour per calendar month (“Service Level”).

The following items shall not be considered in determining whether GWS meets the Service Level

	 	a)	 	scheduled maintenance windows and
	 
	 	b)	 	an Event of Force Majeure, as provided in the Agreement
	 
	 	c)	 	issues associated with SPSS-provided or SPSS-leased local area networks or ISP
connections;
	 
	 	d)	 	SPSS’ use of unapproved or modified hardware or software with the Electronic
Software Delivery Hosting Service; and
	 
	 	e)	 	issues arising from the misuse of the Electronic Software Delivery Hosting
Service by SPSS, its employees, agents, customers, and/or contractors and
	 
	 	f)	 	issues with national Internet authorities, 3rd-party ISPs or
Internet backbone providers having no business relationship with GWS for purposes of
providing this Electronic Software Delivery Hosting Service, or the Internet in
general, that are beyond the GWS’ control.

6.2 The remedies set forth below are SPSS’ sole and exclusive remedies, and GWS’ sole and
exclusive liability, for interruption of the Electronic Software Delivery Hosting Service.

Credits will be issued at a rate of $500 for the second hour of downtime in a calendar month and
$1000 per hour of downtime thereafter. Notwithstanding the foregoing, if the downtime occurs on
the last business day of a calendar quarter, then the penalty shall be $2,000 for each hour of
downtime.

In calculating the number of hours of downtime, the monthly total of downtime (minus the
exceptions set forth above in section 6.1 will be calculated and one (1) hour will be
subtracted. This number shall be deemed the “Monthly Downtime.” Partial hours will be rounded
up to the next full hour for purposes of calculating SLA credits.

	 	1.	 	SPSS shall notify GWS in writing within thirty (30) days of the close of each
calendar month that a service level violation has occurred.
	 
	 	2.	 	GWS will issue SPSS an SLA credit and apply that credit to the upcoming monthly
invoice. If this Statement of Work is terminated and SPSS cannot use the credits, then
GWS shall send SPSS a check for the total remaining credit within thirty (30) days from
the termination date.
	 
	 	3.	 	Credits due (if any) will be calculated monthly and will be based on cumulative
down time per month
	 
	 	4.	 	Downtimes will be calculated from the time SPSS notifies GWS that there is an
outage to the time GWS has communicated to SPSS that the outage has been resolved.

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	 	5.	 	If there is down time, resulting in service level violations in any two out of
three consecutive calendar months, SPSS may terminate this Statement of Work without
penalty on (30) days’ prior written notice to GWS.
	 
	 	6.	 	GWS and SPSS will agree on the contents and process of the availability
reporting. If GWS’ current availability reporting is not adequate to prove to both
parties the duration and scope of an outage, GWS agrees to make available to SPSS a
mutually agreeable availability reporting solution.

6.3 Should GWS experience an outage affecting both the delivery of ESD Services and Trialware
Services, GWS’ obligation for paying penalties to SPSS shall be limited to those in this SOW as
stated above. No additional penalty will be incurred as stated in the separate SOW signed by
both parties for Trialware Hosting Services.

7. Roles and Responsibilities

7.1 Client Team Management Role

	 	§ 	 	Implements SOW, manages change, and integrates services for new requirements
	 
	 	§ 	 	Identifies and aligns internal GWS resources by location globally and departments as
required to support current or requirements
	 
	 	§ 	 	Identifies Account Manager (AM) requirements globally and coordinates team dedicated to
SPSS
	 
	 	§ 	 	Identifies lines of communication and paths of escalation internally and with SPSS
	 
	 	§ 	 	Establishes and maintain program for Continuous Improvement
	 
	 	§ 	 	Coordinates special projects (i.e SPSS Prentice Hall) or events (i.e.SPSS EOQ)
	 
	 	§ 	 	Coordinates Quarterly Business Reviews (QBR) to measure performance and improve business
relationship
	 
	 	§ 	 	Serves as escalation point from Account Manager and/ or SPSS to Director of Client
Services and Quality Assurance

7.2 Account Management Role

Account Management is the method by which SPSS and GWS interact on an operational basis. This
sets the stage for what’s expected of both parties to ensure that the lines of communication
are always open and methods for communicating with one another have been fully defined and
agreed upon. SPSS requires that GWS is available to answer order and account inquiry
questions, and to report problems that SPSS may be experiencing via phone and/or email. In
general, it is expected that Account Management from GWS and SPSS account for the following:

	 	§ 	 	Ensure there is consistent contact and communication about relationship and any special
needs for escalation and/or system alerts
	 
	 	§ 	 	Ensures that service levels of SOW are being maintained
	 
	 	§ 	 	Financial management to ensure ongoing fees and invoices are accurate and any
additional work is scoped and accounted for
	 
	 	§ 	 	Specifically, SPSS will be required to:

	 	o	 	Participate in meetings
	 
	 	o	 	Provide information on up-coming releases or any activities that will
have an impact to the SPSS / GWS relationship
	 
	 	o	 	Identify improvement opportunities
	 
	 	o	 	Ensure quarterly score carding

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	 	o	 	Follow-up on SPSS action items for closure

	 	§	 	Specifically, GWS will be required to:

	 	o	 	Coordinate and enable SPSS to perform system availability reviews
	 
	 	o	 	Identify improvement opportunities
	 
	 	o	 	Coordinate and distribute materials for formal meetings
	 
	 	o	 	Follow-up on GWS action items for closure
	 
	 	o	 	Identification of any GWS major changes (Systems, organizational, etc.)
that could have an impact on the SPSS / GWS relationship
	 
	 	o	 	Perform review of access controls

7.3 Meetings

It is expected that Account Management meetings will occur for the following areas:

	 	 	 	 	 
	Meetings	 	Frequency	 	Meeting Content
	Vendor Management
Meetings

	 	Bi-Weekly -
2nd and
4th
Tuesday of each
month
	 	New Product Releases

Issues, etc
	 
	 	 	 	 
	Business Review
Meetings

	 	Quarterly-
2nd
Tuesday of each
quarter
	 	Quarterly Vendor Score Card and Service
Level reviews
Inventory Reviews 

SPSS Physical Fulfilment & Distribution 

Improvement opportunities 

Review GWS access lists (see Appendix D) 

Discuss Upcoming Changes
	 
	 	 	 	 
	Ad-hoc Meetings

	 	As Needed
	 	Address issues that require immediate
attention

7.4 Resources

The following resources are those identified as critical to the daily activities and monitoring
of the service provided. Additional SPSS and GWS resources may be incorporated in necessary
discussions as necessary on a periodic basis.

	 	 	 	 	 
	Resource Group	 	Member	 	Key Responsibilities
	Vendor Manager — SPSS

	 	Rich Berkman

Director E-Business Solutions
	 	Represent SPSS in
managing the

on-going
relationship with
GWS
	 
	 	 	 	 
	Account Manager

	 	Jerry Alexander
	 	Represent GWS in
managing the
ongoing
relationship and
general account
management
activities with
SPSS
	 
	 	 	 	 
	Service Level Manager

	 	Terry Schohn

Vice President, Corporate

Administration
	 	Represent SPSS in
monitoring
contractual service
levels. Accountable
to SPSS customers
to maintain level
of service in their
respective regions.

Page 9 of 12

 

 
					
	
	 	Statement of Work

 

Globalware ESD Hosting
	 	  

	8.	 	Pricing, Commitment & Invoicing

8.1 Invoicing

	 	§ 	 	GWS AM will track costs according to contracted fees for goods and services
	 
	 	§ 	 	GWS AM will manage POs and will create system sales orders and monitor invoice process
	 
	 	§ 	 	GWS Finance will generate invoices for goods on an ongoing basis
	 
	 	§ 	 	GWS Finance will generate an invoice for services on a monthly basis

Invoicing and payment terms are stated in Section 3. Compensation within the Agreement, dated
May 10, 2007

8.2 Electronic Software Delivery Pricing

	 	 	 	 	 
	 	 	One Time Setup	 	 
	Item	 	Fee	 	Monthly Fees
	Recurring Monthly Fees
	 	 	 	 
	 
	 	 	 	 
	Flat Monthly Rate for
hosting and operation
and all-you-can-eat up
to 1.2 Terabytes (est.
about 2000 downloads @
300Mb each).

	 	N/A
	 	$14,000/month
	 
	 	 	 	 
	Cost for each additional
committed Terabyte per
month

	 	N/A
	 	$1,975.00 per committed
Terabyte
	 
	 	 	 	 
	Cost per Megabyte above
SPSS’ committed monthly
Terabyte level.

	 	N/A
	 	$.015 per megabyte
	 
	 	 	 	 
	Per user “Entitlement
Management”, unlimited
user Entitlement
Management areas.

	 	N/A
	 	Waived
	 
	 	 	 	 
	Call Center Support
	 	 	 	 
	 
	 	 	 	 
	Customer Service Tools Setup (inc 10 reps)

	 	$1200	 	 
	 
	 	 	 	 
	Training for CS reps

	 	$1000 per session	 	 
	 
	 	 	 	 
	Setup additional reps

	 	$600/batch up to 10	 	 
	 
	 	 	 	 
	Maintenance for CSTOOLS,
includes 2nd
level support for up to
5 incidents per month

	 	N/A
	 	$300 up to 50 reps
	 
	 	 	 	 
	Reporting
	 	 	 	 
	 
	 	 	 	 
	Online Report Manager
reporting application,
includes orders,
inventory, shipping,
downloads, download
regulatory reports,
serial number tracking,
traffic.

	 	Included
	 	Included

Initial setup costs include the one time setup of unlimited SPSS SKUs for the ESD implementation,
which must be provided by April 1, 2008. Any SKUs added after the first release to SPSS are
subject to the SKU add or change fee structure included as an addendum to the Agreement.

Page 10 of 12

 

 
					
	
	 	Statement of Work

 

Globalware ESD Hosting
	 	  

The prices set forth above cannot be changed during the Initial Term of this Statement of Work.
Thereafter, the pricing can be increased prior to each renewal term by no more than five (5)
percent over the prior year’s prices.

9. Customer email notification and email domain use

SPSS protects its name and image vigorously, including the use of the SPSS name in email addressing
and domain names. It has been recognized that for most effective communications of order
notifications and order confirmations via email, the email must be sent directly by GWS. In order
to establish the fact that the email communication to the customer is coming from SPSS, it is
desirable to have the SPSS name appear in the email address.

SPSS authorizes GWS to utilize an email address which contains the SPSS name for the sole purpose
of ESD fulfillment customer notification under the terms of this agreement. Upon termination of
this agreement, GWS agrees to cease all use of any SPSS name in electronic communications,
relinquishes the right of ownership of any domain name that contains the SPSS name and transfers
that right to SPSS. GWS will complete all necessary paperwork in order to effect this transfer.

Page 11 of 12

 

 
					
	
	 	Statement of Work

 

Globalware ESD Hosting
	 	  

	10.	 	Acceptance
	 
	 	 	IN WITNESS WHEREOF, the parties hereto have caused this Agreement to be executed by their
respective dually authorized officers or representatives as of the Effective Date, which is
defined as the date that the last party signs.

	 	 	 	 	 
	SPSS:

	 	 	GWS:	 
	SPSS Inc.

	 	 	GlobalWare Solutions, Inc.	 
	233 S. Wacker Drive, 11th floor,

	 	 	200 Ward Hill Ave	 
	Chicago, Illinois 60606

	 	 	Haverhill, MA 01835	 
	 
	 	 	 	 
	Signed and Agreed By:

	 	 	Signed and Agreed by:	 
	 
	 	 	 	 
	/s/ Raymond H. Panza

	April 7, 2008	 	/s/ John P. Viliesis	3-28-08
	 

	 	 	 	 
	(Signature)
	(Date)	 	(Signature)	(Date)
	 
	 	 	 	 
	Raymond H. Panza
	EVP & CFO	 	John P. Viliesis	CFO
	 

	 	 	 	 
	(Name)
	(Title)	 	(Name)	(Title)

Page 12 of 12

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