Document:

Ex10_9_7

		

			Exhibit 10.9.7

		

		

			CONFIDENTIAL TREATMENT REQUESTED

		

		
			 
		

		
			 
		

		
			 
		

		
			 
		

		
			 
		

		
			Amendment
		

		
			 
		

		
			No. SG021306.S.025.S.004.A.005
		

		
			 
		

		
			between
		

		
			 
		

		
			AT&T Services, Inc.
		

		
			 
		

		
			and
		

		
			 
		

		
			Synchronoss Technologies, Inc.
		

		
			 
		

		
			 
		

		
			 
		

		
			 
		

		
			

		 

 

		

			CONFIDENTIAL TREATMENT REQUESTED

		

		

			 

		

		

			Order No. SG021306.S.025.S.004.A.005

		

		

			Amendment and Restatement of Order No. SG021306.S.025.S.004

		

		

			 

		

AMENDMENT NO. 5
		

		
			TO
		

		
			ORDER NO. SG021306.S.025.S.004
		

		
			After all Parties have signed, this Amendment No. 5 (the “Amendment”) is made effective as of the last date signed by a Party (“Amendment No. 5 Effective Date”) and is between Synchronoss Technologies, Inc., a Delaware corporation (“Supplier”), and AT&T Services, Inc., a Delaware corporation (“AT&T”), each of which may be referred to in the singular as a “Party” or in the plural as the “Parties”.
		

		
			 
		

		
			WITNESSETH
		

		
			 
		

		
			WHEREAS, Supplier and AT&T entered into Order No. SG021306.S.025.S.004 on August 1, 2013, (the “Order”); and
		

		
			 
		

		
			WHEREAS, Supplier and AT&T desire to amend and restate the Order as hereinafter set forth.
		

		
			 
		

		
			NOW, THEREFORE, in consideration of the premises and the covenants hereinafter contained, the Parties hereto agree as follows:
		

		
			 
		

		
			Preliminary Statement
		

		
			 
		

		
			The Parties wish to amend and restate the Order, among other things, in order to: 
		

		
			 
		

		
			1.     Amend Section 2, Duration of Order, to extend the term of the Order to July 31, 2018.
		

		
			2.     Amend Subsections 3.1, Background and Scope, 3.3, Key Tasks and Deliverables, and 3.4, Supplier Responsibilities, of the Order to add the provision of sales Services for the ****.
		

		
			3.     Amend Subsection 5.2, Offshore Location(s), to reference Appendix K of the Master Agreement for the current, approved Offshore Location listing and remove references to specific Offshore Locations from the Order.
		

		
			4.     Amend Section 6, Fees & Payment Terms, to update references to the appropriate sections of the Master Agreement.
		

		
			5.     Amend Appendix A, Managed Services Pricing and Termination Provisions, to add Fees related to the provision of sales Services for the ****.
		

		
			6.     In Appendix A, Managed Services Pricing and Termination Provisions, update Exhibit P-1 to reflect current transaction pricing.
		

		
			7.     Add Appendix C, Description of Supplier’s Sales Services for the ****
		

		
			8.     Accordingly, the Parties hereby amend and restate the Order as set forth in Exhibit 1 attached hereto (the “Amended and Restated Order”) and agree the previous Order dated August 1, 2013 is superseded by the Amended and Restated Order as of the Amendment No. 5 Effective Date.  Such 
		

		
			 
		

		
			 
		

		
			 
		

		
			

		 

		

			Proprietary and Confidential

		

		

			This Order and information contained therein is not for use or disclosure outside of AT&T, its Affiliates, and third party 
representatives, and Supplier its Affiliates, and third party representatives except under written agreement by the contracting Parties.

		

		

			2

		

		

			****Certain information has been omitted and filed separately with the Commission.  Confidential 
treatment has been requested with respect to the omitted portions.

		

 

		

			CONFIDENTIAL TREATMENT REQUESTED

		

		

			 

		

		

			Order No. SG021306.S.025.S.004.A.005

		

		

			Amendment and Restatement of Order No. SG021306.S.025.S.004

		

		

			 

		

Amended and Restated Order shall not be deemed a new Order issued after the effective date of Amendment No. 12 to Agreement No. SG021306 (along with all other amendments collectively, the “Master Agreement”).
		

		
			9.     Original signatures transmitted and received via facsimile or other electronic transmission of a scanned document, (e.g., .pdf or similar format) are true and valid signatures for all purposes hereunder and shall bind the Parties to the same extent as that of an original signature.  This Amendment may be executed in multiple counterparts, each of which shall be deemed to constitute an original but all of which together shall constitute only one document.
		

		
			IN WITNESS WHEREOF, the Parties have caused this Amendment to the Order to be executed, as of the Amendment No. 5 Effective Date.
		

		
			 
		

			
					
						 

					
					
						 

					
					
						 

					
					
						 

					
					
						 

				
	
					
						Synchronoss Technologies, Inc.

					
					
						 

					
					
						AT&T Services, Inc.

				
	
					
						 

					
					
						 

					
					
						 

				
	
					
						By:

					
					
						 

					
					
						 

					
					
						By:

					
					
						 

				
	
					
						 

					
					
						 

					
					
						 

				
	
					
						Printed Name: Stephen Waldis

					
					
						 

					
					
						Printed Name: Susan A. Johnson

				
	
					
						 

					
					
						 

					
					
						 

				
	
					
						Title: Chief Executive Officer

					
					
						 

					
					
						Title: SVP – Global Supply Chain

				
	
					
						 

					
					
						 

					
					
						 

				
	
					
						Date:

					
					
						 

					
					
						 

					
					
						Date:

					
					
						 

				

		
			 
		

		
			 
		

		
			 
		

		
			

		 

		

			Proprietary and Confidential

		

		

			This Order and information contained therein is not for use or disclosure outside of AT&T, its Affiliates, and third party 
representatives, and Supplier its Affiliates, and third party representatives except under written agreement by the contracting Parties.

		

		

			3

		

 

		

			CONFIDENTIAL TREATMENT REQUESTED

		

		

			 

		

		

			Order No. SG021306.S.025.S.004.A.005

		

		

			Amendment and Restatement of Order No. SG021306.S.025.S.004

		

		

			 

		

Exhibit 1
		

		
			Amended and Restated
		

		
			 
		

		
			Order
		

		
			 
		

		
			No. SG021306.S.025.S.004
		

		
			 
		

		
			Between
		

		
			 
		

		
			Synchronoss Technologies, Inc.
		

		
			 
		

		
			And
		

		
			 
		

		
			AT&T Services, Inc.
		

		
			 
		

		
			 
		

		
			 
		

		
			

		 

		

			Proprietary and Confidential

		

		

			This Order and information contained therein is not for use or disclosure outside of AT&T, its Affiliates, and third party 
representatives, and Supplier its Affiliates, and third party representatives except under written agreement by the contracting Parties.

		

		

			4

		

 

		

			CONFIDENTIAL TREATMENT REQUESTED

		

		

			 

		

		

			Order No. SG021306.S.025.S.004.A.005

		

		

			Amendment and Restatement of Order No. SG021306.S.025.S.004

		

		

			 

		

Order
		

		
			This amended and restated Order No. SG021306.S.025.S.004 (the “Amended and Restated Order”) is by and between Synchronoss Technologies, Inc., a Delaware corporation (“Supplier”) and AT&T Services, Inc., a Delaware corporation (“AT&T”), each of which may be referred to in the singular as “Party” or in the plural as “Parties,” and shall be governed pursuant to the terms and conditions of that certain Subordinate Material and Services Agreement No. SG021306.S.025 dated August 1, 2013, as amended and restated (the “Amended and Restated Agreement”) between Supplier and AT&T, which by this reference are incorporated as if fully set forth herein.  Unless otherwise stated in this Amended and Restated Order, all terms defined in the Amended and Restated Agreement shall have the same meaning in this Amended and Restated Order.  Any terms and conditions in this Amended and Restated Order that modify, vary from or are inconsistent with the terms and conditions of the Amended and Restated Agreement shall apply to this Amended and Restated Order only.  If there is an inconsistency or conflict between the terms and conditions of this Amended and Restated Order and the Amended and Restated Agreement, the terms of this Amended and Restated Order shall control with respect to the subject matter of this Amended and Restated Order.
		

		
			1.             Definitions:
		

		
			Terms not defined herein shall have the meaning assigned in the Amended and Restated Agreement or Master Agreement. 
		

		
			 
		

			
					
						 

					
					
						 

				
	
					
						Term

					
					
						Definition

				
	
					
						Automation Report 

					
					
						For Customer Orders in a Customer Order Class that is Automation Eligible, the report shows the (a) total number of Customer Orders of such Order Class Completed in such **** that were Automated Orders in a given month, (b) the total number of Customer Orders of in such order Class Completed in such **** and (c) the percentage of such Customer Orders that were Automated Orders.

				
	
					
						Automation Eligible

					
					
						Customer Order Classes where the process requirements for such Customer Order Class that are configured in the ASP Solution support Completion of as Automated Orders if a Fallout condition is not encountered (ie: excluding Customer Orders that will, by the configured process, always encounter a Fallout condition). 

				
	
					
						Automation Rate 

					
					
						For a given period and Order Class, ****.

				
	
					
						Business Rule Fallout

					
					
						Any Fallout that occurs as an intended result of a configured business rule or process in the workflow of the ASP Solution that, when a Customer Order satisfies the criteria of such rule, is directed to a queue for Manual Transaction Processing or intervention by an Agent.

				
	
					
						Expected Automation Rate

					
					
						Means the minimum expected Automation Rate for a given Order Class for any given month of the Term mutually agreed upon by the Parties in accordance with Appendix B, Section 3.2.1 and 3.2.2   

				
	
					
						Fallout

					
					
						A condition that occurs when a Customer Order ****

					
						****.  (NOTE:  a Contact that is not a result of (or in response to) Fallout does not change the status of classification as an Automated Order -  such a status request call by a Subsciber on an Customer Order that flowed through without manual  intervention)

				

		 

		

			Proprietary and Confidential

		

		

			This Order and information contained therein is not for use or disclosure outside of AT&T, its Affiliates, and third party 
representatives, and Supplier its Affiliates, and third party representatives except under written agreement by the contracting Parties.

		

		

			5

		

		

			****Certain information has been omitted and filed separately with the Commission.  Confidential 
treatment has been requested with respect to the omitted portions.

		

 

		

			CONFIDENTIAL TREATMENT REQUESTED

		

		

			 

		

		

			Order No. SG021306.S.025.S.004.A.005

		

		

			Amendment and Restatement of Order No. SG021306.S.025.S.004

		

		

			 

		

	

      

         

      

    	

       

    
	

      

        Term

      

    	

      

        Definition

      

    
	
					
						Customer Order Class

					
					
						A group of Customer Orders of a similar type or nature for a given Channel for reporing, tracking and management purposes.

				
	
					
						Special Event

					
					
						Shall have the meaning set forth in Section 4.6b of the Amended and Restated Agreement.

				

		
			2.             Duration of Amended and Restated Order:
		

		
			After all Parties have signed, this Amended and Restated Order shall be effective on August 1, 2013 (the “Effective Date”) and will continue until July 31, 2018 unless earlier terminated as set forth herein (the “Term”).    The Term of the Amended and Restated Order shall automatically renew for **** (the “Renewal Term”) unless AT&T provides Supplier with written notice of AT&T’s intent not to renew at least **** prior to the end of the Term, provided, however, in the event that Supplier fails to provide AT&T with notice of the pending auto renewal at least **** from the date of conclusion of the Term (but not longer than **** from the conclusion of the Term), notwithstanding anything to the contrary, AT&T shall be permitted to terminate the Amended and Restated Order during such Renewal Term upon **** prior notice without any early termination charge.
		

		
			3.             Description of Material and/or Services:
		

		
			3.1           Background and Scope
		

		
			The scope of this Amended and Restated Order is to define the work activities, pricing, forecasting process, performance metrics and associated incentive credits and remedies associated with the Services performed by Supplier for AT&T eCommerce.
		

		
			During the Term, Supplier shall provide its ASP Solution as Supplier hosted managed Service.  The ASP Solution supports a streamline of the back office management process relating to the sale of telecommunications services by AT&T eCommerce, improved cycle times for such sales, intended to reduce the cost per Customer to perform such processes or tasks related to a Customer Order.
		

		
			Supplier shall provide (as set forth in this Amended and Restated Order):
		

		
			a.     The process, tools and organizations that support AT&T eCommerce Transaction management.  Transaction management includes, but is not limited to:
		

		
			i.      Automated Customer Order processing through the Order Gateway;
		

		
			ii.     Customer Care Support; and
		

		
			iii.    Manual Transaction Processing;  
		

		
			b.     Operational metrics and executive reporting set forth herein; and  
		

		
			c.     The ASP Solution configuration management, hosting and Tier 1-3 support (to designated AT&T IT staff) of the Order Gateway,  Workflow Manager, Reporting Platform,  Integrated IVR Solution, and Email Manager;
		

		
			 
		

		
			
		

		
			

		 

		

			Proprietary and Confidential

		

		

			This Order and information contained therein is not for use or disclosure outside of AT&T, its Affiliates, and third party 
representatives, and Supplier its Affiliates, and third party representatives except under written agreement by the contracting Parties.

		

		

			6

		

		

			****Certain information has been omitted and filed separately with the Commission.  Confidential 
treatment has been requested with respect to the omitted portions.

		

 

		

			CONFIDENTIAL TREATMENT REQUESTED

		

		

			 

		

		

			Order No. SG021306.S.025.S.004.A.005

		

		

			Amendment and Restatement of Order No. SG021306.S.025.S.004

		

		

			 

		

d.     IT Professional Services (as defined in Section 3.0 of Attachment B to the Amended and Restated Agreement); and
		

		
			e.     Certain sales Services in support of the ****.
		

		
			3.2           Services and/or Specifications
		

		
			Supplier shall perform the following Services under this Amended and Restated Order:
		

		
			a.Supplier is responsible for providing AT&T eCommerce with access to the ASP Solution, Manual Transaction Processing and Customer Care Support (collectively the “Managed Services”), specific to the ****, as specified in this Amended and Restated Order.  Supplier will provide the Managed Services required for processing Customer Orders, including Manual Transaction Processing and Customer Care Support assigned to the OMC. Supplier will provide the required staff of Agents, subject matter experts and managers (collectively “Supplier Resources”), and access to the ASP Solution to handle the work items, all in accordance with the Amended and Restated Agreement and this Amended and Restated Order;
		

		
			b.Supplier shall perform certain sales Services for the **** as described Appendix C, Description of Supplier’s Sales Services for the ****, attached hereto and incorporated herein by reference;
		

		
			c.Supplier shall provide IT Professional Services (as defined in Section 3.0 of Attachment B to the Amended and Restated Agreement;
		

		
			d.Subject to any Exclusions (defined in Section 1.3 of Appendix B), Supplier shall provide the Services in accordance with the Service Level Performance Metrics set forth in Appendix B of this Amended and Restated Order;
		

		
			e.Subject to any Exclusions, for breach of any agreed Service Level Performance Metrics in any ****, Supplier shall provide to AT&T service level credits to be applied to Supplier’s invoices as set out under Appendix B of this Amended and Restated Order;
		

		
			f.For exceeding any Service Level Performance Metrics in any ****, Supplier shall invoice AT&T for service level debits to be applied to Supplier’s invoice as defined in Appendix B of this Amended and Restated Order; and
		

		
			g.Additional Services may be added to this Amended and Restated Order upon mutual written agreement of the Parties in accordance with the Change Control Process described in Appendix M of the Master Agreement.
		

		
			3.3           Key Tasks and Deliverables
		

		
			Supplier represents and warrants that its Services shall conform to the requirements contained in this Amended and Restated Order and shall be performed in a professional workman-like and timely manner.  
		

		
			The table below outlines the key tasks to be performed and deliverables to be provided by Supplier.  Deliverables shall meet all mutually agreed-upon requirements and specifications by the Parties.
		

			
					
						Tasks

					
					
						Deliverables

				
	
					
						a.Automated Order Processing using the ASP Solution

					
					
						As set forth in Appendices A & B

				
	
					
						b.Customer Care Support

					
					
						As set forth in Appendices A & B

				
	
					
						c.Manual Transaction Processing

					
					
						As set forth in Appendices A & B

				
	
					
						d.Operational Metrics and Reporting

					
					
						As set forth in Appendix B and Exhibit R-1 respectively

				
	
					
						e.IT Professional Services

					
					
						ASP Solution functionality as set forth in mutually agreed upon specifications in accordance with Section 3.0 of Appendix B of the Amended and Restated Agreement

				
	
					
						f.Sales Services

					
					
						As set forth in Appendix C

				

		
			

		 

		

			Proprietary and Confidential

		

		

			This Order and information contained therein is not for use or disclosure outside of AT&T, its Affiliates, and third party 
representatives, and Supplier its Affiliates, and third party representatives except under written agreement by the contracting Parties.

		

		

			7

		

		

			****Certain information has been omitted and filed separately with the Commission.  Confidential 
treatment has been requested with respect to the omitted portions.

		

 

		

			CONFIDENTIAL TREATMENT REQUESTED

		

		

			 

		

		

			Order No. SG021306.S.025.S.004.A.005

		

		

			Amendment and Restatement of Order No. SG021306.S.025.S.004

		

		

			 

		

3.4          Supplier Responsibilities
		

		
			In addition to Supplier performing the Services described in Section 3.2 and providing the Deliverables defined in Section 3.3, and subject to AT&T meeting its responsibilities under this Amended and Restated Order, Supplier shall provide the following:
		

		
			a.     Manage and direct all aspects of the Supplier Resources to perform Services and provide the Deliverables defined by this Amended and Restated Order;
		

		
			b.     Provide adequately trained and otherwise qualified Supplier Resources in accordance with ****, including any agreed upon requirements specific to the ****,  to create the Deliverables and provide Services, as applicable, under this Amended and Restated Order;
		

		
			c.     Provide personnel management of Supplier Resources, including required training/orientation for any new resources that are added by Supplier;
		

		
			d.    Provide IT Professional Services to maintain ASP Solution interface compatibility among system components in AT&T’s operational environment;
		

		
			e.     Subject to any Exclusions, meet all delivery dates agreed upon by the Parties and the Performance Metrics specified in Appendix B this Amended and Restated Order;
		

		
			f.     Provide, for Supplier Resources billed on a time and materials or FTE basis, a suitable time reporting system for the collection of Supplier Resource work times related to this Amended and Restated Order; and
		

		
			g.     Timely response to open issues, problems and action items raised by AT&T.
		

		
			3.5          AT&T Responsibilities
		

		
			AT&T will be responsible for the following in addition to other responsibilities under the Master Agreement or Amended and Restated Agreement:
		

		
			a.    Management and direction of all AT&T team resources working in relationship with Supplier on this Amended and Restated Order;
		

		
			b.    Timely access to all AT&T subject matter experts that the Parties determine are required to provide Services or complete Deliverables;
		

		
			c.     Timely communication of all changes related to deliverables, dependencies and requirements (including any changes to AT&T systems or processes); 
		

		
			d.    Timely response to open issues, problems and action items raised by Supplier; and
		

		
			e.     Any content provided by AT&T.
		

		
			4.             Personnel to Perform the Services:
		

		
			Supplier shall provide skilled and experienced Supplier Resources to perform the Services described in Section 3.2 and provide the Deliverables defined in Section 3.3.    
		

		
			 
		

		
			
		

		 

		

			Proprietary and Confidential

		

		

			This Order and information contained therein is not for use or disclosure outside of AT&T, its Affiliates, and third party 
representatives, and Supplier its Affiliates, and third party representatives except under written agreement by the contracting Parties.

		

		

			8

		

		

			****Certain information has been omitted and filed separately with the Commission.  Confidential 
treatment has been requested with respect to the omitted portions.

		

 

		

			CONFIDENTIAL TREATMENT REQUESTED

		

		

			 

		

		

			Order No. SG021306.S.025.S.004.A.005

		

		

			Amendment and Restatement of Order No. SG021306.S.025.S.004

		

		

			 

		

		
			5.             Location:
		

		
			5.1          Onshore Location(s):
		

		
			Supplier’s U.S.-based resources shall provide the Services at its facilities located at the addresses set forth below.  Additional sites located in the United States may be added by Supplier upon written notice to AT&T.
		

		
			****
		

		
			5.2          Offshore Location(s):
		

		
			Except for hosting, data backups and disaster recovery of Supplier’s ASP Solution, which may not be provided from any Offshore Location, Supplier’s offshore resources shall provide Services described in Appendix K of the Master Agreement at Supplier’s approved Offshore Locations as shown in Appendix K of the Master Agreement.
		

		
			Supplier may add other countries not previously approved by AT&T where Supplier (or Subcontractor) has additional offshore locations upon prior written approval by AT&T Global Supply Chain of such additional country in accordance with the requirements of Section 3.35 of the Master Agreement entitled Offshore Work Permitted Under Specified Conditions and the additional Offshore Locations are added to Appendix K in the Master Agreement. In the event that Supplier transfers the Services provided under this Amended and Restated Order from one physical location to another physical location within the same country or to a physical location in another previously approved country as shown in Appendix K of the Master Agreement, Supplier shall provide reasonable notice to AT&T of any such transfer.
		

		
			Notwithstanding the foregoing and excluding any temporary transfer of Services to (i) maintain business continuity or Service recovery in times of impairment of Services provided under this Amended and Restated Order, (ii) provide support for Special Events or (iii) meet agreed upon off-shore labor thresholds permitted under Section 4.1 Appendix B to the Amended and Restated Agreement, Supplier shall require AT&T’s written prior approval for such transfer of Services where (a) such existing Supplier center has failed to meet the same Service Level Performance Metrics in the **** or in any given **** over the **** or (b) such transfer is to a new physical location other than an existing approved Supplier location.
		

		
			The Parties agree to work in good faith to review and discuss the distribution of Supplier’s resources performing Customer Care Support under this Amended and Restated Order.
		

		
			Supplier shall abide by the provisions of Section 4.5 of the Master Agreement entitled AT&T Supplier Information Security Requirements (SISR) and associated Appendix O.
		

		
			 
		

		
			
		

		 

		

			Proprietary and Confidential

		

		

			This Order and information contained therein is not for use or disclosure outside of AT&T, its Affiliates, and third party 
representatives, and Supplier its Affiliates, and third party representatives except under written agreement by the contracting Parties.

		

		

			9

		

		

			****Certain information has been omitted and filed separately with the Commission.  Confidential 
treatment has been requested with respect to the omitted portions.

		

 

		

			CONFIDENTIAL TREATMENT REQUESTED

		

		

			 

		

		

			Order No. SG021306.S.025.S.004.A.005

		

		

			Amendment and Restatement of Order No. SG021306.S.025.S.004

		

		

			 

		

		
			6.             Fees & Payment Terms:
		

		
			6.1          Supplier shall perform the Services and provide the Deliverables described in this Amended and Restated Order in accordance with the fee structures provided in Appendix A of this Amended and Restated Order. 
		

		
			6.2          Supplier shall render invoices and all required supporting detail to AT&T in accordance with Section 3.18 of the Master Agreement, entitled Invoicing and Payment, by not later than the **** following the **** in which Services were provided.  Payment terms are as set forth in Section.3.18 of the Master Agreement. 
		

		
			6.3          No travel and living expenses incurred by Supplier under this Amended and Restated Order shall be reimbursed unless AT&T has provided prior written approval for such expenses.
		

		
			6.4          All travel and living expenses shall be in accordance with Section 4.9 of the Master Agreement entitled Reimbursable Expenses.  
		

		
			6.5          Supplier shall separately invoice AT&T **** in arrears for any travel and living expenses authorized (pre-approved) and such expenses will be payable to Supplier in accordance with Section 3.18 of the Master Agreement.
		

		
			7.            Invoices/Billing Information:
		

		
			Invoices and billing information shall be issued **** in accordance with Section 3.18 of the Master Agreement and shall be sent to:
		

		
			****
		

		
			With copies of all invoices to:
		

		
			****
		

		
			****
		

		
			****
		

		
			8.             Points of Contact:
		

		
			Supplier agrees to respond to all changes to, interpretations of, additional purchase requirements and any other matters related to the provisions contained in this Amended and Restated Order by contacting AT&T’s representative below:
		

		
			**** 
		

		
			 
		

		
			
		

		
			

		 

		

			Proprietary and Confidential

		

		

			This Order and information contained therein is not for use or disclosure outside of AT&T, its Affiliates, and third party 
representatives, and Supplier its Affiliates, and third party representatives except under written agreement by the contracting Parties.

		

		

			10

		

		

			****Certain information has been omitted and filed separately with the Commission.  Confidential 
treatment has been requested with respect to the omitted portions.

		

 

		

			CONFIDENTIAL TREATMENT REQUESTED

		

		

			 

		

		

			Order No. SG021306.S.025.S.004.A.005

		

		

			Amendment and Restatement of Order No. SG021306.S.025.S.004

		

		

			 

		

For project management and coordination of Services under this Amended and Restated Order, the Supplier and AT&T contacts are provided below.
		

		
			The AT&T project managers and/or points of contact shall be:
		

		
			****
		

		
			The Supplier project manager and/or point of contact shall be:
		

		
			****
		

		
			9.             Name of Affiliate Ordering Services:
		

		
			AT&T Services, Inc.
		

		
			10.          Transmission of Original Signatures and Executing Multiple Counterparts
		

		
			Original signatures transmitted and received via facsimile or other electronic transmission of a scanned document, (e.g., .pdf or similar format) are true and valid signatures for all purposes hereunder and shall bind the Parties to the same extent as that of an original signature.  This Amended and Restated Order may be executed in multiple counterparts, each of which shall be deemed to constitute an original but all of which together shall constitute only one document.
		

		
			 
		

		
			
		

		
			

		 

		

			Proprietary and Confidential

		

		

			This Order and information contained therein is not for use or disclosure outside of AT&T, its Affiliates, and third party 
representatives, and Supplier its Affiliates, and third party representatives except under written agreement by the contracting Parties.

		

		

			11

		

		

			****Certain information has been omitted and filed separately with the Commission.  Confidential 
treatment has been requested with respect to the omitted portions.

		

 

		

			CONFIDENTIAL TREATMENT REQUESTED

		

		

			 

		

		

			Order No. SG021306.S.025.S.004.A.005

		

		

			Amendment and Restatement of Order No. SG021306.S.025.S.004

		

		

			 

		

Appendices
		

		
			Appendix A – Managed Services Pricing and Termination Provisions
		

		
			Supplier shall provide the Managed Services, including any applicable deliverables set forth in the scope of such Services, for the following fees:
		

		
			1.     Technology Fee 
		

		
			1.1 Fees for the Use of the ASP Solution under this Amended and Restated Order (Technology Fee) shall be as set forth in Section 1.0 of Appendix B of the Amended and Restated Agreement.
		

		
			1.2 Supplier shall invoice the Technology Fee to the **** as set forth in Section 7 of this Amended and Restated Order.
		

		
			2.     Hosting and Maintenance Fees
		

		
			2.1 Hosting Fees for the ASP Solution under this Amended and Restated Order (Hosting Fee) shall be as set forth in Section 2.0 of Appendix B of the Amended and Restated Agreement.
		

		
			2.2 Additionally, there shall be a **** fee for hosting of the While Label Portal module of the ASP Solution supporting **** sales order volume.
		

		
			2.3   Additionally, there shall be a **** fee for hosting and support of the 3P database supporting ****.
		

		
			2.4   Additionally, there shall be a **** fee for hosting and maintenance of the certification harness environment supporting ****.
		

		
			2.5 Supplier shall invoice the Hosting and Maintenance Fees to the **** as set forth in Section 7 of this Amended and Restated Order.
		

		
			3.     IT Professional Services Fees
		

		
			3.1 Fees for the IT Professional Services shall be as set forth in Section 3.0 of Appendix B of the Amended and Restated Agreement.
		

		
			3.2 Supplier shall invoice the IT Professional Services fees to the **** as set forth in Section 7 of this Amended and Restated Order.
		

		
			4.     Sales of Wireless Services Fees
		

		
			3.1 Fees for the sales Services for the **** shall be as set forth in Appendix C of the Amended and Restated Order.
		

		
			3.2 Supplier shall invoice the sales Services for the **** fees to **** as set forth in Section 7 of this Amended and Restated Order.
		

		
			5.     Customer Care Support and Manual Transaction Processing Fees
		

		
			5.1 AT&T shall pay Supplier Customer Care Support and Manual Transaction Processing fees as set forth in Section 4.0 of Appendix B of the Amended and Restated Agreement.  
		

		
			5.2 Supplier shall invoice such Fees to the **** as set forth in Section 7 of this Amended and Restated Order.
		

		
			5.3 For each program where pricing is Transaction based:
		

		
			 
		

		
			
		

		
			

		 

		

			Proprietary and Confidential

		

		

			This Order and information contained therein is not for use or disclosure outside of AT&T, its Affiliates, and third party 
representatives, and Supplier its Affiliates, and third party representatives except under written agreement by the contracting Parties.

		

		

			12

		

		

			****Certain information has been omitted and filed separately with the Commission.  Confidential 
treatment has been requested with respect to the omitted portions.

		

 

		

			CONFIDENTIAL TREATMENT REQUESTED

		

		

			 

		

		

			Order No. SG021306.S.025.S.004.A.005

		

		

			Amendment and Restatement of Order No. SG021306.S.025.S.004

		

		

			 

		

 
		

		
			****
		

		
			5.4 For programs where pricing is FTE based:
		

		
			i)      “FTE Pricing” for Contacts or Manual Transaction Processing where a Transaction Price does not apply or is not available shall be pursuant to the terms of Section 4.3 of Appendix B of the Amended and Restated Agreement. 
		

		
			ii)     In the event that Supplier invoices Manual Transaction Processing Fees or Customer Care and Support based on the FTE Pricing methodology described in this Section, Supplier shall provide detail at the time of its **** invoice that substantiates **** billing for the number of pre-approved FTEs agreed to in the FTE Staff Plan along with all Overtime **** authorized by AT&T, if any.  The billing detail provided shall include the following information:
		

		
			FTE Pricing – **** 
		

			
					
						 

					
					
						 

					
					
						 

					
					
						 

					
					
						 

				
	
					
						Team Description

					
					
						# FTEs

					
					
						****/FTE

					
					
						**** Rate

					
					
						Total

				
	
					
						Team A

					
					
						 

					
					
						 

					
					
						 

					
					
						 

				
	
					
						            

					
					
						 

					
					
						 

					
					
						 

					
					
						 

				
	
					
						Team B

					
					
						 

					
					
						 

					
					
						 

					
					
						 

				
	
					
						            

					
					
						 

					
					
						 

					
					
						 

					
					
						 

				
	
					
						Team C

					
					
						 

					
					
						 

					
					
						 

					
					
						 

				
	
					
						           

					
					
						 

					
					
						 

					
					
						 

					
					
						 

				
	
					
						            

					
					
						 

					
					
						 

					
					
						Total 

					
					
						 

				

		
			 
		

		
			5.5 Continuation Training:
		

		
			Supplier shall provide up to **** of continuation training (“CE Training”) per Supplier agent FTE who’s primary responsibility is support of Contacts (a “CSR”) for a given program per **** at **** to AT&T provided that materials and reasonable advance notice are provided by AT&T for such training.  The use of CE Training **** must be preapproved by AT&T’s Vendor Manager in writing.  CE Training **** may be used for sales training, coaching, program updates, changes to the **** program, software and system updates and/or changes, scripting changes, or other topics related to the Amended and Restated Order and the Services provided hereunder that AT&T reasonably request.  Additional training for CSR performance improvement issues on a given CSR (recursive training) shall be **** to AT&T and shall not count toward the allocation for CE Training ****. Supplier must account for such CE training in providing staffing in accordance with Section 4.3 i) above.  If this training is not completed in a **** solely due to Supplier’s inability to meet staff requirements reasonably anticipated to meet the volumes and volume distributions in the Locked Forecast resulting in a shortfall of CSRs for such ****, such training scheduled for such period under the CE Training allotment shall be completed in the following **** and such training will not be counted towards following **** allotment of CE Training ****.  Except as set forth herein, any unused allocation of such training may not be carried forward to future **** or transferred between programs and no credits shall be provided for any unused allocation.    
		

		
			5.     Operations Management Support Fees
		

		
			 
		

		
			
		

		
			

		 

		

			Proprietary and Confidential

		

		

			This Order and information contained therein is not for use or disclosure outside of AT&T, its Affiliates, and third party 
representatives, and Supplier its Affiliates, and third party representatives except under written agreement by the contracting Parties.

		

		

			13

		

		

			****Certain information has been omitted and filed separately with the Commission.  Confidential 
treatment has been requested with respect to the omitted portions.

		

 

		

			CONFIDENTIAL TREATMENT REQUESTED

		

		

			 

		

		

			Order No. SG021306.S.025.S.004.A.005

		

		

			Amendment and Restatement of Order No. SG021306.S.025.S.004

		

		

			 

		

As part of this Amended and Restated Order, Supplier will provide AT&T with Operations Management support.  The dedicated team will provide AT&T with the following services: 
		

		
			Program Management:
		

		
			Responsibilities include project management, business analysis, and functional analysis to support new development, features and functionality.
		

		
			Operations Management:
		

		
			Responsibilities include management of processes pertaining to: credit, activation, and Customer Order fulfillment, Customer Order or Transaction queue management, service level monitoring and reporting, staffing, IVR management, CSR training, and interacting with **** and **** and Care teams to ensure seamless, high quality customer service for eCommerce Customers.
		

		
			With the exception of performance issues by a resource, which shall be addressed in accordance with the terms of the Amended and Restated Agreement or as otherwise set forth in Special Event or other written documentation agreed upon by the Parties, adjustments to increase the resources must be communicated in writing **** before the start of the next **** while ****s minimum advance notice is required in writing to terminate a resource per Section 6.5 below. Resources requested to be added shall be subject to resource availability.
		

		
			Table 5 below reflects the schedule and fee for each FTE on the **** Management Team and shall be effective on the first day of the **** of the Effective Date of the Amended and Restated Order.  
		

		
			Table 5: Operations Management Fee Schedule
		

			
					
						 

					
					
						 

				
	
					
						Role

					
					
						**** Rate Per
FTE

				
	
					
						Data Analyst

					
					
						****

				
	
					
						All Other Roles

					
					
						****

				

		
			 
		

		
			4.     Termination Provisions.
		

		
			7.1      Termination for Cause - If either Party breaches any provision of this Amended and Restated Agreement and/or any Order supplemental thereto, and (i) if the breach is one that by its nature could be cured, and such breach is not cured within **** after the breaching Party receives written notice, or (ii) if the breach is material and one that by its nature cannot be cured, then, in addition to all other rights and remedies at law or in equity or otherwise, the non-breaching Party shall have the right upon written notice to immediately terminate this Amended and Restated Agreement and/or any such Order without any obligation or liability.  Failure of the non-breaching Party to immediately terminate this Amended and Restated Agreement and/or any such Order (x) following a breach which continues longer than such cure period, provided such breach has not been cured prior to the non-breaching Party’s providing notice of termination, or (y) following a breach that cannot be cured or that constitutes a violation of Laws shall not constitute a waiver of the non-breaching Party’s rights to terminate; provided, however, if the non-breaching Party does not exercise such termination right within **** of the date such right is triggered, the non-breaching Party shall waive its right to terminate with respect to such breach.  
		

		
			7.2      Termination for Convenience of the ASP Solution and IT Professional Services – ****, during the Initial Term or Renewal Term, AT&T may at any time, for its own convenience and without cause, by providing Supplier written notice of at least **** prior to the effective date of the termination, terminate Supplier’s ASP Solution and IT Professional Services, provided under this Amended and Restated Order, in whole.  In the event AT&T terminates for convenience Supplier’s ASP Solution and IT Professional Services under this Amended and Restated Order in whole, AT&T shall pay Supplier, as Supplier’s sole and exclusive remedy for detriment resulting from AT&T’s termination, the price of such Work or Services performed through the date of termination and a termination charge (provided however, such termination
		

		
			 
		

		
			
		

		
			

		 

		

			Proprietary and Confidential

		

		

			This Order and information contained therein is not for use or disclosure outside of AT&T, its Affiliates, and third party 
representatives, and Supplier its Affiliates, and third party representatives except under written agreement by the contracting Parties.

		

		

			14

		

		

			****Certain information has been omitted and filed separately with the Commission.  Confidential 
treatment has been requested with respect to the omitted portions.

		

 

		

			CONFIDENTIAL TREATMENT REQUESTED

		

		

			 

		

		

			Order No. SG021306.S.025.S.004.A.005

		

		

			Amendment and Restatement of Order No. SG021306.S.025.S.004

		

		

			 

		

 shall not relieve AT&T of any obligations for any minimums under the Amended and Restated Agreement).  The termination charge shall be calculated as shown in the table below.
		

			
					
						 

					
					
						 

					
					
						 

					
					
						 

				
	
					
						Period

					
					
						Notification Date 
On or After

					
					
						Termination
Notice

					
					
						Termination Charge

				
	
					
						Term

					
					
						****

					
					
						****

					
					
						****

				

		
			 
		

		
			7.3      Termination for Convenience of **** of the Transactions requiring Manual Transaction Processing, Inbound Calls, Outbound Calls and Chats
		

		
			a.     AT&T may at any time, for its own convenience and without cause, by providing Supplier written notice, terminate **** of the volume in any **** during a **** of the Transactions requiring Manual Transaction Processing, Inbound Calls, Outbound Calls and Chats (the “Threshold Percentage”), provided under this Amended and Restated Order.  
		

		
			b.     In the event AT&T terminates Transactions requiring Manual Transaction Processing, Inbound Calls, Outbound Calls and Chats for convenience up to the Threshold Percentage, and elects, solely at its discretion, to perform the work itself or through its designated third party, AT&T shall notify Supplier via the forecasting process (identified in Section 4.3 and 4.4 above) the actual percentage of **** Transactions requiring Manual Transaction Processing, Inbound Calls, Outbound Calls and Chats AT&T intends to assume (or, if applicable, it requests for a third party to assume).    Upon such election by AT&T, Supplier shall have no responsibility for any such Customer Care Support or Transactions requiring Manual Transaction Processing that AT&T elects to perform or have a third party perform.  
		

		
			c.     In the event AT&T elects for AT&T or other third party to perform such Transactions requiring Manual Transaction Processing, Inbound Calls, Outbound Calls and Chats for **** will provide AT&T or its designated third party employees and contractors who will be performing such Transactions requiring Manual Transaction Processing, Inbound Calls, Outbound Calls and Chats access to the Workflow Manager, Call Tracker, and Reporting Platform and any other components of the ASP Solution and related Supplier system(s) access solely to perform such Transactions requiring Manual Transaction Processing, Inbound Calls, Outbound Calls and Chats for **** within **** after AT&T notifies Supplier.  In addition, each employee or contractor of AT&T or such third party who will access the ASP Solution or related Supplier system(s) shall agree in writing to comply with Supplier’s information security requirements.  Supplier will work with AT&T to ensure that the allocations of Transactions requiring Manual Transaction Processing, Inbound Calls, Outbound Calls and Chats to be processed by Supplier and to be processed by AT&T for **** are implemented as mutually agreed by the Parties in accordance with this Amended and Restated Order.   AT&T shall be responsible for the actions or inactions of such third Parties granted access to the ASP Solution.
		

		
			d.     In the event that AT&T elects to increase the amount of its Transactions requiring Manual Transaction Processing, Inbound Calls, Outbound Calls and Chats processed by AT&T (or its subcontractors) for **** in accordance with this Section, the Parties shall meet promptly to agree on a plan to initiate the performance of such services by AT&T or its designated third party provider  to complete such transition within **** (subject to any forecasting requirements or minimums) unless the Parties mutually agree to a longer or shorter period.  AT&T will be responsible for formally
		

		
			 
		

		
			
		

		
			

		 

		

			Proprietary and Confidential

		

		

			This Order and information contained therein is not for use or disclosure outside of AT&T, its Affiliates, and third party 
representatives, and Supplier its Affiliates, and third party representatives except under written agreement by the contracting Parties.

		

		

			15

		

		

			****Certain information has been omitted and filed separately with the Commission.  Confidential 
treatment has been requested with respect to the omitted portions.

		

 

		

			CONFIDENTIAL TREATMENT REQUESTED

		

		

			 

		

		

			Order No. SG021306.S.025.S.004.A.005

		

		

			Amendment and Restatement of Order No. SG021306.S.025.S.004

		

		

			 

		

communicating to Supplier the percentage allocation they are ultimately targeting to achieve in connection with the transition of such Transactions requiring Manual Transaction Processing, Inbound Calls, Outbound Calls and Chats.  Supplier will then work with AT&T to implement the identified allocation percentage in **** intervals, of **** (e.g., AT&T communicates to Supplier they want to increase the percentage allocation by **** in total.  Supplier will transition **** during the ****, **** during the **** period, and the **** during the **** until the additional **** (original percentage) is achieved).  Supplier shall provide reasonable assistance to AT&T in connection with such transfer provided at no incremental fee except that if any professional services for AT&T or such designated provider are required, Supplier shall provide such reasonable professional services at Supplier’s rates provided herein.  Any transition to AT&T or third party of Transactions requiring Manual Transaction Processing, Inbound Calls, Outbound Calls and/or Chats in accordance with this Section shall have no effect on the Technology Fees or Hosting Fee provided above.
		

		
			e.     In the event AT&T makes such election and exceeds the percentage of Transactions requiring Manual Transaction Processing, Inbound Calls, Outbound Calls and/or Chats (where such overage was incidental or a good faith error in estimation of volumes) set forth above in any ****, Supplier will not penalize AT&T for any such overage and, in such case, the Parties will promptly upon determining such overage, meet and negotiate in good faith a process to timely move to compliance with the then applicable requirements and percentage of Transactions requiring Manual Transaction Processing, Inbound Calls, Outbound Calls and Chats AT&T should be handling pursuant to the terms of this Amended and Restated Order.
		

		
			7.4       Termination **** of the Transactions requiring Manual Transaction Processing, Inbound Calls, Outbound Calls and Chats 
		

		
			a.     In the event that AT&T elects to perform the Transactions requiring Manual Transaction Processing, Inbound Calls, Outbound Calls and/or Chats itself or through a third party for **** in excess of the Threshold Percentage and Supplier does not have the appropriate skill sets or such third party bid or pricing is at a lower cost than Supplier under this Amended and Restated Order, Supplier shall have the opportunity to review the bid (subject to compliance with any obligations of confidentiality) and determine if Supplier can meet the same price and material terms to AT&T by such third party and/or skill set requirements as provided to AT&T in such bid.  Promptly after receiving such bid, AT&T shall provide Supplier with the necessary information relating to such bid (including material terms, pricing and resources) for Supplier to make such determination; provided, however, AT&T shall not be required to provide any information which would cause it to violate its confidentiality obligations to a third party.  Supplier shall take information provided by AT&T at face value in connection with such determination.  
		

		
			b.     **** (“Evaluation Period”) of receiving the necessary information from AT&T, Supplier shall provide written notice to AT&T whether it will (a) perform the Transactions requiring Manual Transaction Processing, Inbound Calls, Outbound Calls and/or Chats that are the subject of the Evaluation Period for **** on the same fees, service level agreements, key performance indicators, quality requirements, productivity requirements, countries or locations from which service is supported,  systems, training requirements, infrastructure or processing requirements (with materially equivalent legal terms and conditions as those that exist between the Parties, such as those pertaining to the allocation of risk and liabilities (e.g., limitation of liability, indemnification, payment terms and termination for convenience)) as set forth in such bid when taken as a whole or aggregate offer (unless otherwise agreed upon by the Parties in writing) immediately upon completion of such evaluation within the Evaluation Period (or upon **** of completion of the Evaluation Period if such terms and conditions or modified pricing require or provide for a modification in Supplier centers performing Services (i.e.; off shore location) or training or of Agents) and the Parties shall document such changes in the form of a written amendment to this Amended and Restated Order, (b) allow AT&T or such third party to assume such Transactions requiring Manual Transaction Processing, Inbound Calls, Outbound calls and/or Chats for **** as provided in such bid, or (c)
		

		
			 
		

		
			
		

		
			

		 

		

			Proprietary and Confidential

		

		

			This Order and information contained therein is not for use or disclosure outside of AT&T, its Affiliates, and third party 
representatives, and Supplier its Affiliates, and third party representatives except under written agreement by the contracting Parties.

		

		

			16

		

		

			****Certain information has been omitted and filed separately with the Commission.  Confidential 
treatment has been requested with respect to the omitted portions.

		

 

		

			CONFIDENTIAL TREATMENT REQUESTED

		

		

			 

		

		

			Order No. SG021306.S.025.S.004.A.005

		

		

			Amendment and Restatement of Order No. SG021306.S.025.S.004

		

		

			 

		

 escalate to its respective executives in accordance with the provision below.  In the event that Supplier does not provide written notice to AT&T within such **** period, AT&T may deem that Supplier elected not to match the applicable bid. In the case of notification by Supplier under item (b) above, such notification shall also contain estimation of cost increases, if any, for Transactions requiring Manual Transaction Processing, Inbound Calls, Outbound Calls and/or Chats retained by Supplier.    Notwithstanding anything to the contrary, in the event that AT&T makes an election to move Customer Care Support from Supplier under the provisions of this Section in excess of the Threshold Percentage, such move must be to only to use the third party resources that were the subject of the bid used in the Evaluation Period and under the terms presented under such bid in all material respects.  In the event that Supplier and AT&T do not agree on the results of such evaluation, an officer of Supplier and an officer of the respective division of AT&T shall meet to resolve such dispute within **** of the conclusion of the Evaluation Period.  In the event that such executives cannot resolve such dispute, Supplier shall provide the third party which provided such bid or AT&T internal resources the same access to perform such Transactions requiring Manual Transaction Processing, Inbound Calls, Outbound calls and/or Chats for **** as provided in Section 4.5 above.
		

		
			c.     In the event that AT&T is entitled to increase the amount of its Transactions requiring Manual Transaction Processing, Inbound Calls, Outbound calls and/or Chats in accordance with this Section, the Parties shall meet promptly to agree on a plan to initiate the performance of such services by its designated third party provider to complete such transition within **** of the conclusion of the Evaluation Period unless the Parties mutually agree in writing to a longer or shorter period.  AT&T will be responsible for formally communicating to Supplier the percentage allocation they are ultimately targeting to achieve in connection with the transition of such Transactions requiring Manual Transaction Processing, Inbound Calls, Outbound calls and/or Chats.  Supplier will then work with AT&T to implement the identified allocation percentage in **** intervals, of ****.  (e.g., AT&T communicates to Supplier they want to increase the percentage allocation by **** in total.  Supplier will transition **** during the ****, **** during the **** and the **** during the **** until the additional **** (original percentage) is achieved).  Supplier shall provide reasonable assistance to AT&T in connection with such transfer provided at no incremental fee except that if any professional services for AT&T or such designated provider are required, Supplier shall provide such reasonable professional services at Supplier’s rates provided herein.  Any transition to AT&T or third party of Transactions requiring Manual Transaction Processing, Inbound Calls, Outbound calls and/or Chats in accordance with this Section shall have no effect on the Technology Fee or Hosting Fee provided above provided however, in the event that this has AT&T exceeding the Threshold Percentage, Supplier may charge for, in addition to the Technology Fee and any other fees due under the Amended and Restated Order, a price per Customer Order in excess of the Threshold Percentage that uses the Workflow Manager where any Manual Transaction Processing is by a party other than Supplier equal to a fee not to exceed **** (excluding any Supplier Agents) granted access to the Order Manager, Call Tracker, and Visibility Manager and any other components of the ASP Solution and related Supplier system(s) access solely to perform such Transactions requiring Manual Transaction Processing, Inbound Calls, Outbound Calls and Chats for ****.
		

		
			d.     For the avoidance of doubt, notwithstanding anything to the contrary, termination of the Customer Care Support shall be permitted pursuant only under the terms of Sections “6.3” and “6.4” above.  In the event of an election by AT&T to move Customer Care Support in excess of the Threshold Percentage from Supplier under Section “6.4” where such move alters the type or distribution on a program of any of the Transactions requiring Manual Transaction Processing, Inbound Calls, Outbound Calls and Chats retained by Supplier and is likely to adversely impact Supplier’s costs or efficiency, Supplier shall provide the third party which provided such bid or AT&T internal resources the same access to perform such Transactions requiring Manual Transaction Processing, Inbound Calls, Outbound calls and/or Chats  for **** as provided in Section 4.5 above.  The Parties agree to negotiate in good faith modifications to the pricing, the requirements or processes pertaining to remaining Contacts or Transactions and/or applicable Service where such increase reasonably reflects Suppliers increased
		

		
			 
		

		
			
		

		
			

		 

		

			Proprietary and Confidential

		

		

			This Order and information contained therein is not for use or disclosure outside of AT&T, its Affiliates, and third party 
representatives, and Supplier its Affiliates, and third party representatives except under written agreement by the contracting Parties.

		

		

			17

		

		

			****Certain information has been omitted and filed separately with the Commission.  Confidential 
treatment has been requested with respect to the omitted portions.

		

 

		

			CONFIDENTIAL TREATMENT REQUESTED

		

		

			 

		

		

			Order No. SG021306.S.025.S.004.A.005

		

		

			Amendment and Restatement of Order No. SG021306.S.025.S.004

		

		

			 

		

average costs per Contact or Transaction and agreement shall not be unreasonably withheld by either Party.  In the event that the Parties are unable to agree, the issue shall be resolved in accordance with Section 3.17 of the Master Agreement entitled Dispute Resolution.   For the avoidance of doubt, if the Parties are unable to agree on or have not agreed to modifications to the pricing, the requirements or processes pertaining to remaining Contacts or Transactions, AT&T may move Customer Care Support in excess of the Threshold Percentage from Supplier under Section “6.4” above.  For the avoidance of doubt, if the Parties agree to a price increase or changes to process, then (a) any such price increase or changes to process shall only be effective when the Threshold Percentage is exceeded and shall not apply to Services retained by Supplier if the Threshold Percentage is not exceeded; and (b) the provision of Sections “6.3” and “6.4” above shall continue to apply to any Customer Care Support retained by Supplier; and (c) any such increase in pricing or changes to process shall be effective on the date that Customer Care Support is moved from Supplier.  
		

		
			7.5      Termination for Convenience of Operations Management Support Services – During the Term or Renewal Term, AT&T may at any time, for its own convenience and without cause, by providing Supplier written notice of at least **** prior to the effective date of the termination, terminate Supplier’s Operations Management Support Services, provided under this Amended and Restated Order in whole or in part.  In the event AT&T terminates for convenience Supplier’s Operations Management Support Services under this Amended and Restated Order, AT&T shall pay Supplier, as Supplier’s sole and exclusive remedy for detriment resulting from AT&T’s termination, the price of such Services performed through the date of termination.
		

		
			7.6      Termination for Convenience of Sales Services for the ****
		

		
			AT&T may at any time, for its own convenience and without cause, by providing Supplier written notice, terminate Supplier’s sales Services for the **** as set forth in Appendix C hereunder, in whole or in part.  Except as provided in Section 7 of Appendix C, AT&T shall have no liability or obligation for such termination.
		

		
			7.7      Failure to Meet Service Level Performance Metrics.    In the event that Supplier fails to meet or exceed (a) the same Service Level Performance Metric (as defined in Appendix B) for **** in any **** or **** in any ****, or (b) **** or more Service Level Performance Metric’s for **** in any **** or **** in any ****, AT&T may elect to have AT&T or its designated third party perform such Transactions requiring Manual Transaction Processing, Inbound Calls, Outbound Calls and Chats for **** that failed such requirement in (a) or (b) above resulting in more than the Threshold Percentage of Transactions requiring Manual Transaction Processing, Inbound Calls, Outbound Calls and/or Chats (up to ****) of the Transactions requiring Manual Transaction Processing, Inbound Calls, Outbound Calls and/or Chats processed.  For purposes of this Amended and Restated Order, Service Level Performance Metrics for **** shall have the meaning ascribed to such term in Appendix B specific to ****.
		

		
			7.8      In the event that all Work or Services under this Amended and Restated Order are terminated per Sections 7.2, 7.3, 7.4, 7.5 and 7.6 above, this Amended and Restated Order will be deemed to be terminated by AT&T as of the effective date of the termination of the last such Work or Services under this Amended and Restated Order.
		

		
			7.9      Return of Information Obligations upon Expiration or Termination 
		

		
			Each Party shall, except as required under law or this Amended and Restated Order, upon expiration or termination of this Amended and Restated Order and after all Wind Down and Transition efforts have concluded, promptly return all papers, materials, and property of the other Party.
		

		
			7.10     Wind Down and Transitioning.
		

		
			 
		

		
			 
		

		
			 
		

		
			

		 

		

			Proprietary and Confidential

		

		

			This Order and information contained therein is not for use or disclosure outside of AT&T, its Affiliates, and third party 
representatives, and Supplier its Affiliates, and third party representatives except under written agreement by the contracting Parties.

		

		

			18

		

		

			****Certain information has been omitted and filed separately with the Commission.  Confidential 
treatment has been requested with respect to the omitted portions.

		

 

		

			CONFIDENTIAL TREATMENT REQUESTED

		

		

			 

		

		

			Order No. SG021306.S.025.S.004.A.005

		

		

			Amendment and Restatement of Order No. SG021306.S.025.S.004

		

		

			 

		

a.     The Parties acknowledge that upon the termination or expiration of the Amended and Restated Agreement (provided that such termination is not a result of termination by Supplier for cause), existing Customers will need to be migrated to AT&T-hosted or to third party-hosted platforms.  Because of the volume of Customer provisioning that is handled by Supplier at the time of execution of this Amended and Restated Agreement, the Parties agree that they will need to develop a Transition Plan at that time in order to carry out an orderly, migration that mitigates disruption of operations for AT&T.  For purposes of this section, Transition Plan shall be defined as a mutually negotiated, written document outlining the respective obligations of each Party in carrying out an incremental or phased cutover of Customer Order provisioning provided by Supplier under this Amended and Restated Agreement to AT&T, including the continued payment of agreed unit prices under any supplemental Order, to the extent incurred, and the payment of any agreed time and material charges incurred above the existing unit prices. 
		

		
			b.    The Parties agree to negotiate in good faith toward a Transition Plan that will cover at least the following points: 
		

		
			(i)    Segmenting Customer Information from the view, modification, deletion or any other access by Supplier or Supplier-chosen subcontractors who will continue to work for Supplier on other, non-AT&T e-commerce businesses after the Transition Plan;
		

		
			(i)    Electronic capture, transfer and backup during Transition Plan of (a) Customer Information, including names, addresses, and IP addresses and other identifying information needed to carry out the migration and (b)pending trouble tickets, billing or provisioning corrections, and other data for Customer Orders in process; and
		

		
			(iii)  The length of time needed to complete the Transition Plan, including a schedule for phased or incremental cutovers.
		

		
			c.     Except as set forth in Section 6.3(c) of the Amended and Restated Order, Supplier shall not be required, pursuant to this Section 6.9 or otherwise, to disclose or otherwise make available to AT&T the proprietary technology, software, or source code of Supplier or Supplier subcontractors, as well as any Confidential Information relating thereto. 
		

		
			 
		

		
			 
		

		
			 
		

		
			

		 

		

			Proprietary and Confidential

		

		

			This Order and information contained therein is not for use or disclosure outside of AT&T, its Affiliates, and third party 
representatives, and Supplier its Affiliates, and third party representatives except under written agreement by the contracting Parties.

		

		

			19

		

 

		

			CONFIDENTIAL TREATMENT REQUESTED

		

		

			 

		

		

			Order No. SG021306.S.025.S.004.A.005

		

		

			Amendment and Restatement of Order No. SG021306.S.025.S.004

		

		

			 

		

Exhibit P-1 - Price Chart(s), version 2.0, **** Date: ****
		

		
			Transaction Fees for Transactions Requiring Manual Transaction Processing, Inbound
Calls, Outbound Calls and Chats
		

			
					
						 

					
					
						 

					
					
						 

				
	
					
						****Channel

					
					
						Inbound Calls, Outbound Calls & 
Chats
(the” Baseline Rate per ****”)

					
					
						Manual Transaction Processing (non-
Calls or Chats)
(the” Baseline Rate per ****”)

				
	
					
						****

					
					
						****

					
					
						****

				
	
					
						****

					
					
						****

					
					
						****

				
	
					
						****

					
					
						****

					
					
						****

				
	
					
						****

					
					
						****

					
					
						****

				

		
			****
		

		
			Note:  Manual Order Transaction Processing rate where the final disposition of the Manual Order is canceled is charged at **** of the above Order Processing fee for the applicable transaction.
		

		
			 
		

		
			 
		

		
			 
		

		
			

		 

		

			Proprietary and Confidential

		

		

			This Order and information contained therein is not for use or disclosure outside of AT&T, its Affiliates, and third party 
representatives, and Supplier its Affiliates, and third party representatives except under written agreement by the contracting Parties.

		

		

			20

		

		

			****Certain information has been omitted and filed separately with the Commission.  Confidential 
treatment has been requested with respect to the omitted portions.

		

 

		

			CONFIDENTIAL TREATMENT REQUESTED

		

		

			 

		

		

			Order No. SG021306.S.025.S.004.A.005

		

		

			Amendment and Restatement of Order No. SG021306.S.025.S.004

		

		

			 

		

Appendix B – Performance Metrics, Remedies and Bonuses
		

		
			1.     Service Level Requirements and Remedies 
		

		
			This Appendix B provides the Service Level Agreement (SLA) and remedies for the **** eCommerce Channel.  Such performance and remedies are, in each case, subject to the Exclusions noted herein.  “Service Level Performance Metric” shall mean those service levels defined in this Appendix and that have a specific credit remedy defined herein associated with failure to meet such defined performance metric (with all other performance measures or metrics being “key performance metrics” for monitoring and analytical purposes only).  Except as otherwise provided, Service Level Agreement Special Events will be reviewed on an individual basis.   AT&T and Supplier agree to meet and review Special Event requirements on as-needed basis.   Supplier will apply commercially reasonable efforts to fulfill Special Event requirement and SLA requests for Special Events.  Supplier and AT&T will meet no less than **** to review and modify, as agreed upon, the call types, performance metrics and remedies where appropriate. 
		

		
			1.1    Customer Order/Transaction Cycle Time Service Level Performance Metric for Customer Orders Requiring Manual Transaction Processing: 
		

		
			a.     **** of all Customer Lines of Service (LOS) on a Customer Order accepted by the ASP Solution in a Customer Order in a given **** will be entered into the AT&T defined system of record within the “shipping cut off window” (as defined below).
		

		
			In the event the Customer Order/Transaction Cycle Time Service Level Performance Metric is not met in a given ****, Supplier will provide to AT&T the credit set forth in Table 1 each such month.
		

		
			If the Customer Order/Transaction Cycle Time Service Level Performance Metric is exceeded in a given ****, Supplier will invoice AT&T the premium set forth in Table 1 each such month.
		

		
			Table 1: Customer Order/Transaction Cycle Time Service Level Performance Metric for Manually Processed Orders. 
		

			
					
						 

					
					
						 

					
					
						 

				
	
					
						Attainment 
Tier 

					
					
						Requirement or Target Metric

					
					
						$ Bonus (paid by AT&T reflected as a positive 
percentage value or +%) or  $ Credit (AT&T credit 
reflected as a negative percentage value or -%)

				
	
					
						OC 1

					
					
						**** of Transactions submitted within shipping cut off window

					
					
						**** of Manual Transaction Processing Fees for
such program element in such ****

				
	
					
						OC 2

					
					
						**** of Transactions submitted within shipping cut off window

					
					
						**** of Manual Transaction Processing Fees for
such program element in such **** 

				
	
					
						OC 3

					
					
						**** of Transactions submitted within shipping cut off window

					
					
						**** of Manual Transaction Processing Fees for
such program element in such ****

				
	
					
						OC 4

					
					
						**** Transactions submitted within shipping cut off window

					
					
						No credit or bonus applicable

				
	
					
						OC 5

					
					
						**** of Transactions submitted within shipping cut off window

					
					
						**** of Manual Transaction Processing Fees for
such program element in such ****

				
	
					
						OC 6

					
					
						**** of Transactions submitted within shipping cut off window

					
					
						**** of Manual Transaction Processing Fees for
such program element in such ****

				
	
					
						OC 7

					
					
						**** of Transactions submitted within shipping cut off window

					
					
						**** of Manual Transaction Processing Fees for
such program element in such ****

				
	
					
						OC 8

					
					
						**** of Transactions submitted within shipping cut off window

					
					
						**** of Manual Transaction Processing Fees for
such program element in such ****

				

		 

		

			Proprietary and Confidential

		

		

			This Order and information contained therein is not for use or disclosure outside of AT&T, its Affiliates, and third party 
representatives, and Supplier its Affiliates, and third party representatives except under written agreement by the contracting Parties.

		

		

			21

		

		

			****Certain information has been omitted and filed separately with the Commission.  Confidential 
treatment has been requested with respect to the omitted portions.

		

 

		

			CONFIDENTIAL TREATMENT REQUESTED

		

		

			 

		

		

			Order No. SG021306.S.025.S.004.A.005

		

		

			Amendment and Restatement of Order No. SG021306.S.025.S.004

		

		

			 

		

	

      

         

      

    	

       

    	

       

    
	

      

        Attainment 

        

        

        Tier 

      

    	

      

        Requirement or Target Metric

      

    	

      

        $ Bonus (paid by AT&T reflected as a positive 

        

        

        percentage value or +%) or  $ Credit (AT&T credit 

        

        

        reflected as a negative percentage value or -%)

      

    
	
					
						OC 9

					
					
						****% of Transactions submitted within shipping cut off window

					
					
						**** of Manual Transaction Processing Fees for
such program element in such ****

				
	
					
						OC 10

					
					
						**** of Transactions submitted within shipping cut off window for **** 

					
					
						**** of Manual Transaction Processing Fees for
such program element in such **** 

				

		
			 
		

		
			“Shipping cut-off window” is defined as entered into the AT&T defined system of record within the **** of initial order receipt.
		

		
			Exception:  Due to East region system unavailability on Sunday, all orders received on **** have a **** Order Cycle Time SLA from time of initial receipt and all orders received on **** will be processed by ****.
		

		
			In calculating the above Customer Order/Transaction Cycle Time Service Level Performance Metric for Manually Processed Orders, only those Customer Orders accepted in the ASP Solution in such **** that require **** Manual Transaction Processing shall be included in such calculation.
		

		
			1.2    Customer Order/Transaction for Manually Processed Orders Order/Transaction Quality Processing Service Level Performance Metric for Customer Orders requiring Manual Transaction Processing Only: 
		

		
			a.     **** of LOS on a Customer Order accepted by the ASP Solution in a **** period will be entered by Supplier correctly (without data entry error or omission of data required) into the AT&T order entry and billing systems of record as such data was received by Supplier’s Order Gateway.  Orders that deviate from AT&T eCommerce “Shipped As Ordered” (SAO) policy will be excluded from the calculation of attainment of the metric in this Section.  Entry that was as completed as provided in the Customer Order shall be deemed to be “accurate” or “submitted accurately”.
		

		
			b.     Supplier will audit a statistical valid sample size of such Customer Orders requiring Manual Transaction Processing to assess the quality levels for such Customer Orders.  The results of such audit will be provided to AT&T on an agreed to schedule.
		

		
			c.     The above quality assessment shall be a manual process augmented by a systematic “Shipped As Ordered” assessment approach, when available.
		

		
			d.     Transactions that are not received through the ASP Solution will not be eligible for inclusion in the calculation or above Service Level Performance Metric.
		

		
			In the event that the Service Level Performance Metric is not met in a given ****, Supplier will provide to AT&T the credit set forth below in Table 2.  
		

		
			In the event that the Service Level Performance Metric is exceeded by Supplier in a given ****, Supplier will invoice AT&T the premium set forth below in Table 2 on a **** basis.
		

		
			Table 2:  Customer Order/Transaction for Manually Processed Orders Order/Transaction Quality Processing Service Level Performance Metric for Customer Orders requiring Manual Transaction Processing Only
		

		
			 
		

		
			
		

		

		 

		

			Proprietary and Confidential

		

		

			This Order and information contained therein is not for use or disclosure outside of AT&T, its Affiliates, and third party 
representatives, and Supplier its Affiliates, and third party representatives except under written agreement by the contracting Parties.

		

		

			22

		

		

			****Certain information has been omitted and filed separately with the Commission.  Confidential 
treatment has been requested with respect to the omitted portions.

		

 

		

			CONFIDENTIAL TREATMENT REQUESTED

		

		

			 

		

		

			Order No. SG021306.S.025.S.004.A.005

		

		

			Amendment and Restatement of Order No. SG021306.S.025.S.004

		

		

			 

		

	
					
						 

					
					
						 

					
					
						 

				
	
					
						SLA ID

					
					
						**** SLA Index

					
					
						$ Bonus (paid by AT&T reflected as a 
positive percentage value or +%) or  $ Credit 
(AT&T credit reflected as a negative 
percentage value or -%)

				
	
					
						OQ 1

					
					
						**** of LOS  submitted accurately

					
					
						**** of Manual Transaction Processing Fees
for such program element in such ****

				
	
					
						OQ 2

					
					
						**** of LOS submitted accurately

					
					
						**** of Manual Transaction Processing Fees
for such program element in such ****

				
	
					
						OQ 3

					
					
						**** of LOS submitted accurately

					
					
						**** of Manual Transaction Processing Fees
for such program element in such ****

				
	
					
						OQ 4

					
					
						**** of LOS submitted accurately

					
					
						No Credit or Bonus Applicable 

				
	
					
						OQ 5

					
					
						**** of LOS submitted accurately

					
					
						**** of Manual Transaction Processing Fees
for such program element in such ****

				
	
					
						OQ 6

					
					
						**** of LOS submitted accurately

					
					
						**** of Manual Transaction Processing Fees
for such program element in such ****

				
	
					
						OQ 7

					
					
						**** of LOS submitted accurately

					
					
						**** of Manual Transaction Processing Fees
for such program element in such ****

				
	
					
						OQ 8

					
					
						**** of LOS submitted accurately

					
					
						**** of Manual Transaction Processing Fees
for such program element in such ****

				
	
					
						OQ 9

					
					
						**** of LOS submitted accurately for ****

					
					
						**** of Manual Transaction Processing Fees
for such program element in such ****

				

		
			 
		

		
			1.3    Inbound Call & Chat Handling Service Levels Perfromance Metrics 
		

		
			1.    
		

		
			2.     ASA – ****   
		

		
			3.     Abandon Rate for Inbound Calls – ****
		

		
			4.     Chat Button Availability Rate for Inbound Chats – ****.  AT&T systems shall base making the button available based on the anticipated availability of an Agent to support the chat based on ****.  AT&T shall provide **** reporting of such availability rate.  This metric shall not apply to any Chat Transaction Types when any portion of such Inbound Chats during such **** are allocated or distributed to any other entity other than Vendor during such **** or when AT&T applications are not making such button available in accordance with mutually agreed upon parameters or has not made required reporting available to Vendor.  
		

		
			5.     Inbound Call Quality Monitoring.  Supplier shall audit and score a minimum of **** using a mutually agreed upon quality measurement criteria.  The results of the monitoring and scoring will be provided to AT&T on an agreed to schedule.
		

		
			Table 3: Inbound Call Handling Service Levels Performance Metrics
		

		
			
		

		

		 

		

			Proprietary and Confidential

		

		

			This Order and information contained therein is not for use or disclosure outside of AT&T, its Affiliates, and third party 
representatives, and Supplier its Affiliates, and third party representatives except under written agreement by the contracting Parties.

		

		

			23

		

		

			****Certain information has been omitted and filed separately with the Commission.  Confidential 
treatment has been requested with respect to the omitted portions.

		

 

		

			CONFIDENTIAL TREATMENT REQUESTED

		

		

			 

		

		

			Order No. SG021306.S.025.S.004.A.005

		

		

			Amendment and Restatement of Order No. SG021306.S.025.S.004

		

		

			 

		

	
					
						 

					
					
						 

					
					
						 

				
	
					
						SLA ID*

					
					
						Service Level Category

					
					
						**** Service Level Performance Metric

				
	
					
						****

					
					
						****

					
					
						****

				
	
					
						****

					
					
						****

					
					
						****

				

		
			 
		

		
			* IC = Inbound Call Service Level
		

		
			2.     ASP Solution Platform Service Levels and Remedies 
		

		
			2.1    Supplier Order Gateway and Workflow Manager Availability
		

		
			System Availability:
		

		
			The Order Gateway and Workflow Manager shall be available and functioning in accordance with the OG SLA (as defined in Section 3.0 below) **** excluding 1) regularly scheduled downtimes to perform system upgrades, application administration, and any other planned events as agreed in advance in writing by the Parties and 2) Supplier written requests to AT&T for any unscheduled maintenance outage periods, if needed (“System Uptime”).  System Availability is measured by ASP Solution Element for each Channel and is calculated as:
		

		
			**** 
		

		
			ASP Solution Platform Elements and Service Levels Performance Metrics and KPI for System Availability:
		

		
			1.     Order Gateway - **** System Availability Service Level Performance Metric 
		

		
			2.     Email Service - ****  System Availability Service Level Performance Metric 
		

		
			3.     Workflow Manager - **** System Availability Key Performance Indicator
		

		
			4.     Web Portal - **** System Availability Key Performance Indicator
		

		
			5.     Reporting Platform – **** System Availability Key Performance Indicator
		

		
			Service Level Measurement Process:
		

		
			1.     Statistics used to determine outages are collected using a suite of network and application monitoring tools as well as data collected by the application itself.
		

		
			2.     ASP Solution Platform Element Service Level Performance Metric attainment is reviewed on a **** basis.  All statistics from Supplier’s monitoring suite are reviewed and dowtime recorded for that week is summarized for each funtional area of the ASP Solution Platform Element (e.g. Order Gateway, email, Workflow etc.)
		

		
			3.     Supplier assumes that the Customer Order volume will not exceed an amount equal **** of the average **** volume of Customer Orders processed by such Channel during the rolling period of the ****. .  
		

		
			4.     Functional area outages are determined using the guidelines in the tables below:
		

		
			Table 4: Supplier System Outage Guidelines
		

			
					
						 

					
					
						 

				
	
					
						Platform

					
					
						Outage Criteria

				
	
					
						Order Gateway

					
					
						     **** Order Gateway application servers are down (no response to pings for availability)

					
						     Order Gateway cannot process Customer Order and “nacks” **** messages to the Order Gateway

				

		 

		

			Proprietary and Confidential

		

		

			This Order and information contained therein is not for use or disclosure outside of AT&T, its Affiliates, and third party 
representatives, and Supplier its Affiliates, and third party representatives except under written agreement by the contracting Parties.

		

		

			24

		

		

			****Certain information has been omitted and filed separately with the Commission.  Confidential 
treatment has been requested with respect to the omitted portions.

		

 

		

			CONFIDENTIAL TREATMENT REQUESTED

		

		

			 

		

		

			Order No. SG021306.S.025.S.004.A.005

		

		

			Amendment and Restatement of Order No. SG021306.S.025.S.004

		

		

			 

		

	

      

         

      

    	

       

    
	

      

        Platform

      

    	

      

        Outage Criteria

      

    
	
					
						Email Service

					
					
						     **** Email Service servers are down

					
						     **** email messages are able to be forwarded from Supplier email service

				
	
					
						Workflow Manager

					
					
						     **** Workflow Manager servers are down

					
						     Greater than **** of the typical volume of Agents cannot access Workflow Manager to perform functions

				
	
					
						Reporting Platform

					
					
						     An outage will be recorded if any one of the following occurs:

					
						     Real time reporting functionality of Reporting Platform is unavailable or is not updating data on a scheduled basis

					
						     **** reports are not generated and delivered.  Availability will be measured as a percentage of the overall number of reports generated on a **** basis

				

		
			 
		

		
			ASP Solution Platform Element Service Level Performance Metric Remedies:
		

		
			Order Gateway and WorkFlow Manager - **** System Availability in a **** 
		

		
			Supplier will calculate all “downtime” (time of an Outage as noted in Table 4 above) associated with both items listed above and provide one summary figure on a **** basis for overall availability.  Failure to meet service levels will result in the remedies as defined in Table 5 below.
		

		
			Table 5: Supplier Combined Order Gateway and Workflow Manager System Availability Service Levels and Remedies
		

			
					
						 

					
					
						 

				
	
					
						Order Gateway and WorkFlow Manager Service 
Level Combined
System Availability In A ****

					
					
						Credit* Against Total Technology Fee for This Channel 
for ****

				
	
					
						****

					
					
						****

				
	
					
						****

					
					
						****

				
	
					
						****

					
					
						****

				
	
					
						****

					
					
						****

				

		
			 
		

		
			* Service Credits will be applied in the **** in which the event giving rise to the remedy occurs
		

		
			Scheduled System Maintenance requires a written notice up to ****, but not less than **** notice to AT&T and Supplier Decision Makers and their subsequent consent.
		

		
			2.2      Description for e-Mail Manager Key Perfromance Indicators
		

		
			Supplier will host an email infrastructure that reliably forwards all system generated emails to AT&T Online customers.  This infrastructure will operate within the following service levels: 
		

		
			1.     **** mail relay servers to deliver expected **** System Availability 
		

		
			2.     Support **** email messages per **** (reasonably spaced)
		

		
			3.     **** retention of all sent email messages 
		

		
			4.     Message sizes may not exceed **** or contain attachments
		

		
			3.      Order Gateway Performance Service Level Key Perfromance Indicators (“OG SLA”)
		

		
			Order Gateway under a Normal Transaction Flow (as described below) will respond to **** of the Customer Orders for a Channel within **** of its receipt by the Order Gateway in any given **** provided such Customer Orders is in the documented format and has been submitted by AT&T per the published process documentation and successfully pass Supplier’s Order 

		 

		

			Proprietary and Confidential

		

		

			This Order and information contained therein is not for use or disclosure outside of AT&T, its Affiliates, and third party 
representatives, and Supplier its Affiliates, and third party representatives except under written agreement by the contracting Parties.

		

		

			25

		

		

			****Certain information has been omitted and filed separately with the Commission.  Confidential 
treatment has been requested with respect to the omitted portions.

		

 

		

			CONFIDENTIAL TREATMENT REQUESTED

		

		

			 

		

		

			Order No. SG021306.S.025.S.004.A.005

		

		

			Amendment and Restatement of Order No. SG021306.S.025.S.004

		

		

			 

		

Gateway validations (as described below).  AT&T will have the responsibility to produce reports from the Order Gateway, or request such reports from Supplier, to measure the results and determine if this SLA Key Performance Indicator is met. AT&T and Supplier shall mutually agree on the format of such reports.  Measurement will be based on **** for
		

		
			 
		

		
			
		

		
			

		 

		

			Proprietary and Confidential

		

		

			This Order and information contained therein is not for use or disclosure outside of AT&T, its Affiliates, and third party 
representatives, and Supplier its Affiliates, and third party representatives except under written agreement by the contracting Parties.

		

		

			26

		

		

			****Certain information has been omitted and filed separately with the Commission.  Confidential 
treatment has been requested with respect to the omitted portions.

		

 

		

			CONFIDENTIAL TREATMENT REQUESTED

		

		

			 

		

		

			Order No. SG021306.S.025.S.004.A.005

		

		

			Amendment and Restatement of Order No. SG021306.S.025.S.004

		

		

			 

		

 a given Customer Order.  Supplier will comply with AT&T’s reasonable requests for data in accordance with the measurement.    
		

		
			“Normal Transaction Flow” means:
		

		
			a.     Volumes and distributions are within the expected capacity thresholds for ASP Solution as identified in the Amended and Restated Agreement.
		

		
			b.     The sending system emits a valid message for the activity desired per the agreed upon schema.  
		

		
			c.     The AT&T client is also sending messages at the rate both Parties have determined acceptable for the Channel and via the agreed upon protocol.
		

		
			d.     AT&T’s systems are accepting and correctly processing responses from the Supplier platform. 
		

		
			During the Normal Transaction Flow, it is assumed that the client is sending the correct number of messages per Transaction.
		

		
			Order Gateway validations:  Upon receipt of a message, the Order Gateway will validate the message against the specified schema and/or configured business rules.  Additional security, database and business logic analysis will be performed to ensure the message can and should be processed by the Supplier system.  If both of these activates are successful the Order is submitted for processing.
		

		
			4.     Automation Rates, SLAs and Remedies for Customer Orders
		

		
			The Parties agree that measurement of automation levels and partial automation levels for Customer Orders is an important metric in overall subscriber satisfaction and the costs of both Parties.  As such, the following parameters are established to review and monitor Automation Rates on agreed upon Customer Orders.  The Parties acknowledge that the Actual Automation rate or Rate of Fallout may have many factors and causes including those that are not indicative of any failure or inadequate performance by a Party.  As such, the Parties shall meet quarterly to establish and review the parameters and requirements for measuring Automation Rates and, discuss adjustments as may be reasonably agreed upon by the Parties from time to time.  Any such adjustments shall be made pursuant to the Change Order Process under the Master Agreement.  
		

		
			1.      Establishing Expected Automation Rate.
		

		
			The Parties shall mutually agree in writing on the Customer Orders that constitute the Customer Orders in the Customer Order Class.  Such orders shall be:
		

		
			(a)    supported by a Workflow and Order Manager configuration, process and flow that supports such Orders being capable of being an Automated Order (ie. is not a workflow or process that has, by business rule or otherwise, an anticipated Fallout condition for each such Customer Order), and
		

		
			(b)    of a similar nature or type so as to provide meaningful Automation Reporting output for management purposes as reasonably agreed upon by the Parties without undo detail or quantities of measurements and reports. 
		

		
			(c)    Customer Orders with an established and tested Order Manager and Workflow configuration for at least ****.
		

		
			Upon establishing the Customer Order Class, the Parties shall study the Automation Rate of the Customer Order Class for Completed Customer Orders in the Customer Order Class over the **** period that does not include a Special Event (an “Evaluation Period”) where the following data is reasonably constant or static during such Evaluation Period (collectively, the “Baseline Data”):
		

		
			(a)    Mix of the types of Customer Orders within the Customer Order Class and the Automation Rate for such Orders,
		

		
			(b)    Volume and arrival distribution of such Customer Orders, 
		

		
			 
		

		
			
		

		
			

		 

		

			Proprietary and Confidential

		

		

			This Order and information contained therein is not for use or disclosure outside of AT&T, its Affiliates, and third party 
representatives, and Supplier its Affiliates, and third party representatives except under written agreement by the contracting Parties.

		

		

			27

		

		

			****Certain information has been omitted and filed separately with the Commission.  Confidential 
treatment has been requested with respect to the omitted portions.

		

 

		

			CONFIDENTIAL TREATMENT REQUESTED

		

		

			 

		

		

			Order No. SG021306.S.025.S.004.A.005

		

		

			Amendment and Restatement of Order No. SG021306.S.025.S.004

		

		

			 

		

(c)    Relative occurrence of issues that impact or cause Fallout or a Customer Contact (excluding Fallout as a result in a Defect in the ASP Solution or error in configuration or implementation of a process or workflow in the ASP Solution by Supplier), and
		

		
			(d)   Current processes, workflow and task requirements and the SLA requirements established for the Customer Orders in the Customer Order Class as well as average handle times and system response times for connected applications external to the ASP Solution that are applicable to the Orders and related parameters (such a system timeouts and “retries”) (collectively, the “Requirements”).
		

		
			The Parties shall use the Average Automation Rate for the Customer Order Class over each **** of the Evaluation Period less **** as the Expected Automation Rate for such Order Class.  In the event that, for each **** of an Evaluation Period, the **** Automation Rate varies from the average Automation Rate in such Evaluation Period by more than ****, the Parties shall (a) defer the assignment of an Expected Automation Rate for such Customer Order Class or (b) conduct such evaluation on an extended or new Evaluation Period, as may be reasonable, until such discrepancy and deviation is less than or equal to ****.  
		

		
			For each Customer Order Class that has an established Expected Automation Rate, such rate shall remain the same during each **** of the Term.  
		

		
			2.     Measurement and Reports.
		

		
			Supplier will provide Automation Reports to AT&T for agreed upon Order Classes on a **** basis (each such ****, a “Measurement Period”) setting forth (a) calculations of actual performance relative to the SLAs for the relevant ****; and (b) in the event that any SLAs are not achieved in any given ****, a description of the cause or causes believed to have caused such failure to achieve such SLA, and, to the extent such caused by a Defect, any corrective actions taken by Supplier to prevent re-occurrence.  
		

		
			Customer Order Processing Automation Rate 
		

			
					
						 

					
					
						 

				
	
					
						Customer Order Class

					
					
						Expected Automation Rate

				
	
					
						1.As mutually determined in Section 1 above.

					
					
						1.As mutually determined in Section 1 above.

				

		
			3.     Adjustments to the Expected Automation Rate.
		

		
			If, there are changes in the Requirements or Baseline Data for an Order Class or additions/deletions of Orders types in the Order Class (creating a new Order Class), Order class makeup, Expected Automation Rate and related obligations and rights shall be readjusted pursuant to the mutual agreement of the Parties, in good faith and in a manner consistent with the intent of this Amended and Restated Order and Section 1 above, to reflect such changes.  In the event of a process change requested by AT&T, the Parties will mutually agree on an appropriate period, if any, after such implementation when the SLAs will not apply.
		

		
			4.     SLA and Remedies.
		

			
					
						

					
					
						 

				
	
					
						SLA Category

					
					
						Remedy

				
	
					
						****

					
					
						****

				
	
					
						 

					
					
						****

				

		
			 
		

		
			
		

		
			

		 

		

			Proprietary and Confidential

		

		

			This Order and information contained therein is not for use or disclosure outside of AT&T, its Affiliates, and third party 
representatives, and Supplier its Affiliates, and third party representatives except under written agreement by the contracting Parties.

		

		

			28

		

		

			****Certain information has been omitted and filed separately with the Commission.  Confidential 
treatment has been requested with respect to the omitted portions.

		

 

		

			CONFIDENTIAL TREATMENT REQUESTED

		

		

			 

		

		

			Order No. SG021306.S.025.S.004.A.005

		

		

			Amendment and Restatement of Order No. SG021306.S.025.S.004

		

		

			 

		

 
		

		
			5.     Assumptions and Exclusions
		

		
			5.1 Methods and Procedures (M&P)
		

		
			Subject to the terms of this Amended and Restated Order, Supplier’s Customer Care Support will adhere to AT&T’s approved Methods and Procedures (M&P).  Supplier must submit a change request and receive prior written approval from AT&T to deviate from the approved M&P.  
		

		
			5.2   Exclusions
		

		
			No remedies for any error, failure or delay of Supplier shall be deemed to occur to the extent resulting from the following (collectively “Exclusions”) 
		

		
			1.     Any failure, error or delay resulting from volume in a given interval exceeds the volume in Locked Forecast for such Contact to transaction type that interval by more than ****, except in the case of the ASP Solution Platform Availability SLA for which the threshold shall be **** of the ****volume of Customer Orders processed by such Channel during the rolling period of the ****.
		

		
			 
		

		
			 
		

		
			 
		

		
			

		 

		

			Proprietary and Confidential

		

		

			This Order and information contained therein is not for use or disclosure outside of AT&T, its Affiliates, and third party 
representatives, and Supplier its Affiliates, and third party representatives except under written agreement by the contracting Parties.

		

		

			29

		

		

			****Certain information has been omitted and filed separately with the Commission.  Confidential 
treatment has been requested with respect to the omitted portions.

		

 

		

			CONFIDENTIAL TREATMENT REQUESTED

		

		

			 

		

		

			Order No. SG021306.S.025.S.004.A.005

		

		

			Amendment and Restatement of Order No. SG021306.S.025.S.004

		

		

			 

		

2.     An error,  delay or failure of any AT&T network, application or system or service provided by or obtained from AT&T for use in supporting the Services; 
		

		
			3.     Defects where normal intervals for ASP Solution testing of a release were not available as a result of accelerated timelines requested by AT&T;
		

		
			4.     Any incorrect or missing data provided by AT&T, its agents or its Customers;
		

		
			5.     An error,  delay or failure resulting from acting on the instruction of AT&T or an event outside the reasonable control of Supplier or as a result of any other exclusion set forth in the Amended and Restated Order or Amended and Restated Agreement
		

		
			6.     Any failure by AT&T to meet its obligations under this Amended and Restated Order or the Amended and Restated Agreement; 
		

		
			7.     Any error, delay or failure in the ASP solution that is not a result of a Defect
		

		
			Notwithstanding the existence of an Exclusion, Supplier shall nevertheless use commercially reasonable efforts to continue to meet Service Levels under this Amended and Restated Order during the existence of an Exclusion.  Transactions or Customer Orders that failed to meet a performance metric as a result of the existence of an Exclusion shall be excluded from calculations in determining the credits or bonus.
		

		
			 
		

		
			 
		

		
			 
		

		
			

		 

		

			Proprietary and Confidential

		

		

			This Order and information contained therein is not for use or disclosure outside of AT&T, its Affiliates, and third party 
representatives, and Supplier its Affiliates, and third party representatives except under written agreement by the contracting Parties.

		

		

			30

		

 

		

			CONFIDENTIAL TREATMENT REQUESTED

		

		

			 

		

		

			Order No. SG021306.S.025.S.004.A.005

		

		

			Amendment and Restatement of Order No. SG021306.S.025.S.004

		

		

			 

		

Exhibit R-1 – Operational Reports
		

			
					
						 

					
					
						 

					
					
						 

				
	
					
						Channel

					
					
						Report Name

					
					
						Frequency

				
	
					
						****

					
					
						****

					
					
						****

				
	
					
						****

					
					
						****

					
					
						****

				
	
					
						****

					
					
						****

					
					
						****

				
	
					
						****

					
					
						****

					
					
						****

				
	
					
						****

					
					
						****

					
					
						****

				

		
			 
		

		
			 
		

		
			 
		

		
			

		 

		

			Proprietary and Confidential

		

		

			This Order and information contained therein is not for use or disclosure outside of AT&T, its Affiliates, and third party 
representatives, and Supplier its Affiliates, and third party representatives except under written agreement by the contracting Parties.

		

		

			31

		

		

			****Certain information has been omitted and filed separately with the Commission.  Confidential 
treatment has been requested with respect to the omitted portions.

		

 

		

			CONFIDENTIAL TREATMENT REQUESTED

		

		

			 

		

		

			Order No. SG021306.S.025.S.004.A.005

		

		

			Amendment and Restatement of Order No. SG021306.S.025.S.004

		

		

			 

		

Appendix C – Description of Supplier’s Sales Services for the AT&T National Strategic Partner Solutions Channel
		

		
			Supplier shall perform certain sales services for the AT&T **** Channel as further described in this Appendix C (the “Appendix”) below:
		

		
			1.0          Nature of Relationship
		

		
			Supplier shall handle Inbound Calls from Customers referred and transferred to AT&T by authorized entities set forth in Attachment A to this Appendix C, for the purchase of certain AT&T wireline services as set forth in Attachment B (“Wireline Services”). (Such Customers shall be referred to herein as “Referred Customers”.)  Supplier shall promote and sell the Wireline Services to Referred Customers and submit orders to AT&T for successful sales.  AT&T grants Supplier the **** authority to promote and sell Wireline Services to Referred Customers.  AT&T currently sells and will sell the Wireline Services and other products and services, directly and indirectly through third parties to Referred Customers, without obligation or liability to Supplier.  
		

		
			2.0          Definitions
		

		
			2.1          “Activated End User Customer” and “Activation Date”—are as defined in Section 6.1 of this Appendix.
		

		
			2.2           “AT&T Notice” – any written Notice AT&T provides to Supplier which may include AT&T guidelines, policies, operational manuals, or requirements associated with or governing Supplier’s performance under this Appendix.
		

		
			2.3          “Chargeback”—is as defined in Attachment B.
		

		
			2.4          “Competitive Service” - ****.
		

		
			2.5          “Commission” – the compensation for which Supplier may be eligible for the sale of a Wireline Service
		

		
			2.6          “Commission Period”—is as defined in Attachment B.
		

		
			2.7          “Required Training” – training required of Supplier and Supplier Persons pursuant to AT&T Notice.
		

		
			2.8          “Supplier Person” - Supplier, Agent and Supplier contractors or subcontractors, or any employee or personnel thereof engaged in the performance of work under this Appendix.
		

		
			2.9          “Wireline Order” – a Referred Customer’s electronic order for Wireline Services submitted by Supplier to AT&T pursuant to this Appendix.
		

		
			2.10        All other capitalized terms used in this Appendix shall have the definition set forth in the Master Agreement, or the Amended and Restated Agreement.
		

		
			3.0          Supplier Responsibilities
		

		
			3.1          Supplier shall:
		

		
			3.1.1       provide sufficient Agents to handle Inbound Calls from Referred Customers in timely fashion (as may be determined by AT&T in its sole but reasonable discretion) and promote and sell the Wireline Services to Referred Customers;
		

		
			3.1.2       promptly notify AT&T if unable to answer such calls in timely fashion;
		

		
			 
		

		
			 
		

		
			

		 

		

			Proprietary and Confidential

		

		

			This Order and information contained therein is not for use or disclosure outside of AT&T, its Affiliates, and third party 
representatives, and Supplier its Affiliates, and third party representatives except under written agreement by the contracting Parties.

		

		

			32

		

		

			****Certain information has been omitted and filed separately with the Commission.  Confidential 
treatment has been requested with respect to the omitted portions.

		

 

		

			CONFIDENTIAL TREATMENT REQUESTED

		

		

			 

		

		

			Order No. SG021306.S.025.S.004.A.005

		

		

			Amendment and Restatement of Order No. SG021306.S.025.S.004

		

		

			 

		

3.1.3       assist AT&T’s efforts to prevent fraudulent or abusive subscription to or use of the Wireline Services;
		

		
			3.1.4       promptly notify AT&T upon becoming aware of any lawsuit, formal complaint or governmental inquiry associated with Supplier’s activities under this Appendix and assist AT&T in its investigation and resolution of any such complaints, including those complaints by Referred Customers;
		

		
			3.1.5       take reasonable measures to ensure Supplier Persons are not involved in fraudulent practices, including, but not limited to, the misuse of personal information of Referred Customers, and comply with all state and federal regulatory or legal requirements related to cramming, slamming and the protection of personal information;
		

		
			3.1.6       provide and take reasonable measures to ensure compliance with training required of Supplier and Supplier Persons pursuant to AT&T Notice; 
		

		
			3.1.7     maintain processes to ensure point-of-sale disclosures for Wireline Services are made;
		

		
			3.1.8       provide any written records, documents or certificates that may be required from Supplier;
		

		
			3.1.9       describe and sell Wireline Services solely at the current rates and terms and conditions established and published by AT&T;
		

		
			3.1.10    instruct all Supplier Persons of the obligations of this Appendix;
		

		
			3.1.11    if any part of Supplier’s performance under this Appendix is dependent upon work done by others, inspect and promptly report to AT&T any matter, cause or condition that renders such performance unsuitable for Supplier’s proper performance;
		

		
			3.1.12    Other than fees and charges set forth in the Amended and Restated Order, bear all fees and expenses incurred in meeting its obligations under this Appendix;
		

		
			3.1.13     comply with all AT&T Notices;
		

		
			3.1.14     act at all times in a professional and ethical manner and maintain a level of quality of service to Referred Customers satisfactory to AT&T in its sole discretion.  Supplier must, at all times, give prompt, courteous and efficient service to Referred Customers.  Supplier agrees it will not make misleading statements to Referred Customers or do anything that will dishonor, discredit, reflect adversely on or injure the reputation of AT&T;
		

		
			3.1.15     conduct periodic reviews with AT&T to discuss Supplier’s performance under this Appendix; and 
		

		
			3.1.16     comply with legal and regulatory requirements applicable to entities that promote or sell Wireline Services.
		

		
			4.0          Supplier Prohibitions and Restrictions
		

		
			4.1          Supplier shall not:
		

		
			4.1.1       sell any Wireline Service to customers who are not Referred Customers except as authorized by AT&T;
		

		
			4.1.2       unless approved by AT&T in advance in writing, in connection with the Wireline Services, conduct any telemarketing, outbound telephone-based sales efforts, outbound telephone-based service, relationship, survey or customer satisfaction calls, or direct mail marketing, or electronic commerce effort, including commercial electronic mail messages as defined in the CAN-SPAM Act of 2003, to solicit, sell Wireline Services to or communicate with Referred Customers;  
		

		
			4.1.3       offer any services related to or in conjunction with Wireline Services including service quality agreements, extended warranty agreements, offers to waive fees or charges, offers regarding cash back, the imposition of early termination or other fees imposed in connection with any Wireline Service, or any other agreements with Referred Customers;
		

		
			 
		

		
			 
		

		
			

		 

		

			Proprietary and Confidential

		

		

			This Order and information contained therein is not for use or disclosure outside of AT&T, its Affiliates, and third party 
representatives, and Supplier its Affiliates, and third party representatives except under written agreement by the contracting Parties.

		

		

			33

		

 

		

			CONFIDENTIAL TREATMENT REQUESTED

		

		

			 

		

		

			Order No. SG021306.S.025.S.004.A.005

		

		

			Amendment and Restatement of Order No. SG021306.S.025.S.004

		

		

			 

		

4.1.4       sell any Wireline Service designated as a non-authorized service by AT&T Notice, including:  (a) certain service plans or features; and (b) certain classes or types of customers, such as governmental or corporate entities;   
		

		
			4.1.5       allow any other person or entity to use its assigned Supplier codes;
		

		
			4.1.6       interfere with the contractual relationship between AT&T and Referred Customer in any way.  Supplier is not permitted to: (a) bill or collect any money from a Referred Customer for Wireline Services, except for prepaid Wireline Services and security deposits as may be expressly agreed to in advance in writing by Supplier; (b) take any financial responsibility for a Referred Customer’s Wireline Service charges; or (c) suggest or facilitate any arrangement to improperly decrease a Referred Customer’s financial obligation with respect to the Wireline Services;
		

		
			4.1.7       disparage AT&T, its Affiliates or their products or Wireline Services or AT&T’s competitors or the services or products of such competitors;
		

		
			4.1.8       use deceptive, misleading or unethical practices which are or might be detrimental to AT&T, its products or Wireline Services; and 
		

		
			4.1.9       in any way improperly or fraudulently inflate the amount of compensation to which Supplier is entitled.  In addition to applicable Chargebacks and subject to any limitations under the Amended and Restated Agreement, Supplier is required to compensate AT&T for losses caused by Supplier’s actions in violation of this Section 4.1.9;
		

		
			4.1.10     make any representations or warranties relating to the Wireline Services except for those provided by AT&T;
		

		
			4.1.11     sell Wireline Services to Referred Customers through the use of AT&T master agreements with governmental procurement organizations, unless specifically authorized in advance in writing by AT&T;
		

		
			4.1.12     retain ownership in any company that sells or leases telecommunications services or products that are a Competitive Service; or
		

		
			4.1.13     give preference to Competitive Services over the Wireline Services for Inbound calls from Referred Customers, nor place itself in a position where Supplier's interest is, or may be, in conflict with a duty to the Referred Customer;
		

		
			4.2          None of the Services under this Appendix shall be performed, and no information related to this Appendix shall be collected, stored, handled, or accessed at any location **** until Supplier shall receive AT&T’s written prior approval for transfer of such Services from one of Supplier’s approved Onshore Locations to an approved Supplier Offshore Location.  
		

		
			4.3            **** and for **** thereafter, Supplier, its Affiliates, Supplier Persons (collectively, the “Relevant Persons”) shall not, with respect to any Referred Customer to whom any Relevant Person has sold any Wireless Service, (a) target any such Referred Customer to subscribe to a Competitive Service; or (b) provide any leads to a distributor of Competitive Service.
		

		
			5.              AT&T’s Rights & Responsibilities
		

		
			5.1            Subject to the conditions detailed in this Appendix, AT&T will compensate Supplier as set forth in Attachment B.
		

		
			5.2            AT&T may, at its discretion, make Required Training available to Supplier.
		

		
			5.3            Supplier is not entitled to Commissions for sales (1) to Supplier or to its Affiliates, (2) to any party under contract with Supplier or its Suppliers to market or sell Wireline Services, (3) to resellers of Wireline Services, (4) for Wireline Services that are no longer available for sale by AT&T (e.g., “grandfathered” or “sunset” offerings), (5) prohibited under this Appendix, and/or (6) for which the Wireline Order is placed after the effective date of Termination or Cancellation of this Appendix .
		

		
			 
		

		
			 
		

		
			

		 

		

			Proprietary and Confidential

		

		

			This Order and information contained therein is not for use or disclosure outside of AT&T, its Affiliates, and third party 
representatives, and Supplier its Affiliates, and third party representatives except under written agreement by the contracting Parties.

		

		

			34

		

		

			****Certain information has been omitted and filed separately with the Commission.  Confidential 
treatment has been requested with respect to the omitted portions.

		

 

		

			CONFIDENTIAL TREATMENT REQUESTED

		

		

			 

		

		

			Order No. SG021306.S.025.S.004.A.005

		

		

			Amendment and Restatement of Order No. SG021306.S.025.S.004

		

		

			 

		

5.4           AT&T may provide Supplier, for purposes of selling and supporting the Wireline Services and Referred Customers, access to selected AT&T service order processing and administrative systems.  AT&T reserves the right to modify administrative procedures associated with such systems (including deactivating access for non-use) at any time.
		

		
			6.0.         Compensation
		

		
			6.1          Commissions.  AT&T shall pay Supplier a Commission at the rates set forth in Attachment B:  If 1) Supplier has submitted to AT&T a Wireline Order, and 2) the Wireline Service covered by the Wireline Order is installed and activated within **** of the submission of the Wireline Order at the address and to the Referred Customer identified in the Wireline Order.  The Activation Date as to a particular Referred Customer shall be the date on which requirements 1) and 2) in the immediately preceding sentence are satisfied and the Referred Customer thereby becomes an Activated End User Customer.  Notwithstanding the foregoing, if prior to such installation and activation, the Wireline Order is deemed cancelled by AT&T’s systems, then no Commission will be paid unless the cancellation meets criteria established by AT&T and provided to Supplier through AT&T Notice. 
		

		
			Commissions shall be paid in accordance with the Commission Period set forth at Attachment B.  Commissions are subject to the Chargeback criteria set forth in Attachment B.
		

		
			6.2          Offset/Recoupment.  AT&T may deduct, withhold or setoff from commission payments under this Appendix to Supplier any amounts owed to it by Supplier, including Customer account adjustments due to incorrect or inappropriate Wireline Services sold, and any other Liabilities arising under this Appendix.  
		

		
			6.3          Payment Claim.  Supplier shall have **** from the date of payment for the period in which a Wireline Order is completed in which to claim payment for the sale of any Wireline Services, to raise any discrepancies regarding such payments, or to otherwise raise any issues regarding Commissions on sales of Wireline Services.  Such claims shall be made with specificity in writing and shall include all supporting documentation. The Parties shall use reasonable commercial efforts to resolve such dispute expeditiously.  If Supplier fails to provide AT&T specific notice of a disputed payment within such period, the payment is deemed accepted by Supplier and Supplier waives any right to recovery with respect to such payment and any claims, suits or proceedings based on such payment are expressly barred. Upon receipt of Supplier’s dispute resolution form, AT&T will have **** to respond to Supplier.
		

		
			6.4          Modifications.  AT&T may modify the terms and conditions or the payment amounts of every type of compensation offered under this Appendix in any way with at least **** advance written notice to Supplier, including, without limitation, any activation or feature Commissions that AT&T may offer in Attachment B.  AT&T may, without advance notice to Supplier, provide an AT&T Notice to stop offering any Wireline Service plans, or may introduce new or revised Wireline Service plans and new services with different compensation than what is set forth in Attachment B.  Such changes under this Section 6.4 shall apply only to Wireline Orders submitted after the effective date of such change.
		

		
			7.             Term and Termination
		

		
			7.1          Term.  This Appendix shall have a Term that is coextensive with that of Amended and Restated Order No. SG021306.S.025.S.004.
		

		
			7.2            Termination and Cancellation Reserve/Payment of Chargebacks.  Upon Termination, Cancellation or expiration of this Appendix, or if AT&T determines in its sole but reasonable discretion that Supplier is likely to stop doing business, AT&T may withhold a reserve from any money owed to Supplier that may be used to satisfy any obligations owed or to be owed by Supplier to AT&T, including anticipated Chargebacks.  Such reserve may be in the amount of the approximate value of Supplier’s Chargebacks over the previous ****, adjusted for the amount AT&T expects Supplier to owe, in AT&T’s sole discretion.  Any remaining balance in the reserve **** after
		

		
			 
		

		
			
		

		
			

		 

		

			Proprietary and Confidential

		

		

			This Order and information contained therein is not for use or disclosure outside of AT&T, its Affiliates, and third party 
representatives, and Supplier its Affiliates, and third party representatives except under written agreement by the contracting Parties.

		

		

			35

		

		

			****Certain information has been omitted and filed separately with the Commission.  Confidential 
treatment has been requested with respect to the omitted portions.

		

 

		

			CONFIDENTIAL TREATMENT REQUESTED

		

		

			 

		

		

			Order No. SG021306.S.025.S.004.A.005

		

		

			Amendment and Restatement of Order No. SG021306.S.025.S.004

		

		

			 

		

the Termination or Cancellation date will be promptly paid to Supplier.  Despite any reserve, Supplier must pay any remaining balance of the Chargebacks to AT&T within **** of written request. 
		

		
			7.3          No Compensation.  Upon Termination, Cancellation, or expiration of this Appendix, Supplier’s right to all forms of compensation under this Appendix ends.  However, if under this Appendix, Supplier is eligible for Commission for Wireline Orders submitted before the Termination, Cancellation or expiration date of this Appendix and the relevant Referred Customer remains active through the relevant Commission Period after the Termination, Cancellation or expiration of this Appendix, then Supplier earns its one-time commission for that Referred Customer.  
		

		
			 
		

		
			
		

		
			

		 

		

			Proprietary and Confidential

		

		

			This Order and information contained therein is not for use or disclosure outside of AT&T, its Affiliates, and third party 
representatives, and Supplier its Affiliates, and third party representatives except under written agreement by the contracting Parties.

		

		

			36

		

		

			****Certain information has been omitted and filed separately with the Commission.  Confidential 
treatment has been requested with respect to the omitted portions.

		

 

		

			CONFIDENTIAL TREATMENT REQUESTED

		

		

			 

		

		

			Order No. SG021306.S.025.S.004.A.005

		

		

			Amendment and Restatement of Order No. SG021306.S.025.S.004

		

		

			 

		

ATTACHMENT A
		

		
			AUTHORIZED REFERRING ENTITIES
		

		
			 
		

		
			****
		

		
			 
		

		
			 
		

		
			 
		

		
			
		

		
			

		 

		

			Proprietary and Confidential

		

		

			This Order and information contained therein is not for use or disclosure outside of AT&T, its Affiliates, and third party 
representatives, and Supplier its Affiliates, and third party representatives except under written agreement by the contracting Parties.

		

		

			37

		

		

			****Certain information has been omitted and filed separately with the Commission.  Confidential 
treatment has been requested with respect to the omitted portions.

		

 

		

			CONFIDENTIAL TREATMENT REQUESTED

		

		

			 

		

		

			Order No. SG021306.S.025.S.004.A.005

		

		

			Amendment and Restatement of Order No. SG021306.S.025.S.004

		

		

			 

		

ATTACHMENT B
		

		
			WIRELINE SERVICES AND COMPENSATION ATTACHMENT
		

		
			Effective Date:  ****
		

		
			 
		

		
			1.        Commission Period.  The Commission Period for payment of compensation set forth on this Attachment B shall begin on the **** and end on the **** of ****.  AT&T shall pay Supplier Commissions on the **** during which the Referred Customer becomes an Activated End User Customer.  If the **** falls on a ****, Commissions shall be paid on the **** thereafter. 
		

		
			2.         Chargeback.  Supplier shall be required to refund an amount equal to the **** of the date that AT&T notifies Supplier in writing that such Wireline Service(s) have been disconnected. 
		

		
			3.         The following Commissions shall apply to the Wireline Services: 
		

		
			 
		

			
					
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			Proprietary and Confidential

		

		

			This Order and information contained therein is not for use or disclosure outside of AT&T, its Affiliates, and third party 
representatives, and Supplier its Affiliates, and third party representatives except under written agreement by the contracting Parties.

		

		

			38

		

		

			****Certain information has been omitted and filed separately with the Commission.  Confidential 
treatment has been requested with respect to the omitted portions.

		

 

		

			CONFIDENTIAL TREATMENT REQUESTED

		

		

			 

		

		

			Order No. SG021306.S.025.S.004.A.005

		

		

			Amendment and Restatement of Order No. SG021306.S.025.S.004

		

		

			 

		

 
		

			
					
						 

					
					
						 

					
					
						 

					
					
						 

				
	
					
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			Transaction Handling:  Supplier shall invoice AT&T at **** for inbound sales calls from Customers referred and transferred to AT&T by authorized entities set forth in Attachment A to this Appendix C.
		

		 

		

			Proprietary and Confidential

		

		

			This Order and information contained therein is not for use or disclosure outside of AT&T, its Affiliates, and third party 
representatives, and Supplier its Affiliates, and third party representatives except under written agreement by the contracting Parties.

		

		

			39

		

		

			****Certain information has been omitted and filed separately with the Commission.  Confidential 
treatment has been requested with respect to the omitted portions.EX-4.3

 Exhibit 4.3 

WARRANT 
 TO PURCHASE

 SHARES OF SERIES B CONVERTIBLE PREFERRED STOCK 

THIS CERTIFIES THAT, for good and valuable consideration received from ASF Radio, L.P. (“Warrantholder”), Warrantholder is
entitled to subscribe for and purchase 36,437 shares (as adjusted pursuant to provisions hereof, the “Shares”) of the fully paid and non-assessable Series B Convertible Preferred Stock of Brightcove Inc., a Delaware
corporation with its principal place of business at 290 Congress Street, 4th Floor, Boston, MA 02210 (the “Company”), at an exercise price per share of $2.47 (such price and such other
price as shall result, from time to time, from adjustments specified herein, is hereafter referred to as the “Exercise Price”), subject to the provisions and upon the terms and conditions hereinafter set forth. As used herein, the
term “Preferred Stock” or “Shares” shall mean the Company’s presently authorized Series B Convertible Preferred Stock, and any stock into or for which such Series B Convertible Preferred Stock may hereafter be
converted or exchanged pursuant to the Certificate of Incorporation of the Company as from time to time amended as provided by law and in such Certificate. As used herein, term “Grant Date” shall mean August 31, 2006. The
Company acknowledges that the cash consideration paid by Warrantholder for this Warrant is $10.00 for income tax purposes, that such amount has been duly received by the Company, and that this Warrant is issued in connection with that certain
financial accommodation entered into by and between Company as the obligor and Warrantholder as the obligee thereunder (the “Financing Arrangement”). 

In the event that all preferred stock is mandated to be converted into Common Stock, this Warrant shall be exercisable solely for such Common Stock, and any
reference throughout this Warrant to shares of Preferred Stock shall be deemed to refer to the shares of Common Stock into which the Preferred Stock may be converted in accordance with the conversion formula set forth in the Company’s
Certificate of Incorporation, as amended from time to time. 
 1. Term. The purchase rights represented by this Warrant are
exercisable, in whole or in part, at any time and from time to time, from and after the Grant Date and on or prior to the tenth anniversary of the Grant Date. 

2. Method of Exercise; Net Issue Exercise. 

2.1 Method of Exercise; Payment; Issuance of New Warrant. The purchase rights represented by this Warrant may be exercised by the
Warrantholder, in whole or in part and from time to time, by the surrender of this Warrant (with the notice of exercise form attached hereto as Exhibit A duly executed) at the principal office of the Company and by the payment to the Company
of an amount equal to the then applicable Exercise Price per share multiplied by the number of Shares then being purchased. The Warrantholder shall be deemed to have become the holder(s) of record of, and shall be treated for all purposes as the
record holder(s) of, the Shares represented thereby (and such Shares shall be deemed to have been issued) immediately prior to the close of business on the date or dates upon which this Warrant is exercised. In the event of any exercise of the
rights represented by this Warrant, certificates for the Shares so 

  
 1 

 
purchased shall be promptly delivered to the holder hereof as soon as possible (and in any event within five business days of receipt of such notice) and, unless this Warrant has been fully
exercised, a new warrant representing the portion of the Shares, if any, with respect to which this Warrant shall not then have been exercised shall also be issued to the holder hereof as soon as possible (and in any event within such five business
day period). 
 2.2 Non-Cash Exercise. 

(a) In lieu of payment in cash, the rights represented by this Warrant may also be exercised by a written notice of exercise in the form of
Exhibit A attached hereto, providing for the non-cash exercise of this Warrant for the Shares equal to the value (as determined below) of this Warrant (or the portion thereof being exercised), specifying that this non-cash exercise election
has been made, and the net number of Shares to be issued after giving effect to such non-cash exercise. In the event the Warrantholder makes such election, Company shall issue to the holder a number of shares computed using the following formula:

  

					
		  	 X = Y(A-B)

            A        
	  	

					
	 Where:
	  		 	
		  	X =	 	the number of Shares to be issued to the holder
		  	Y =	 	the number of Shares purchasable under the Warrant or, if only a portion of the Warrant is being exercised, the portion of the Warrant being exercised (as of the date of such non-cash exercise)
		  	A =	 	 the Fair Market Value of one Share of Preferred Stock (as of the date of such non-cash exercise)

		  	B =	 	 Exercise Price of one Share of Preferred Stock (as adjusted to the date of such non-cash exercise)

 (b) For purposes of this Section 2.2, the “Fair Market Value” of one share of the
Company’s Preferred Stock shall be equal to the number of shares of Common Stock into which each share of Preferred Stock is convertible as of the date of the exercise, multiplied by the “Fair Market Value” of a share of Common Stock
(as determined pursuant to this Section 2.2). The Fair Market Value of one share of the Company’s Common Stock shall be equal to either (i) if the exercise of this Warrant occurs in connection with an initial public offering of the
Company, then the Fair Market Value shall be equal to the “initial price to public” specified in the final prospectus with respect to the initial public offering, or (ii) if the exercise of this Warrant occurs after an initial public
offering of the Company but not in connection therewith, then the Fair Market Value shall be equal to the average of the closing price(s) of the Company’s Common Stock as quoted over the counter or on any exchange on which the Common Stock is
listed as such closing prices are published in The Wall Street Journal for the fifteen trading days (or such lesser number of trading days as the stock may have been actually trading) ending on the day prior to the date of determination of
Fair Market Value. Notwithstanding the foregoing, if the Warrant is exercised in connection with a merger or sale of all or substantially all of the Company’s assets or stock, Fair Market Value shall mean the value that would have been
allocable to or received in respect of a Warrant Share had the Warrant been exercised prior to such merger or sale. If the Common Stock is not traded Over-The-Counter or on an exchange, or if the Warrant is not exercised in connection with a merger
or sale of all or substantially all of its 

  
 2 

 
assets, the Fair Market Value shall be determined in good faith by the Company’s board of directors. If the holder hereof does not agree with the determination of Fair Market Value as
determined by the Company’s board of directors, the Company and the holder hereof shall negotiate an appropriate Fair Market Value. If after ten (10) days, the Company and the holder cannot agree, then the holder may request that the Fair
Market Value be determined by an investment banker of national reputation selected by the Company and reasonably acceptable to the Warrantholder. The fees and expenses of such investment banker shall be borne by the Company unless the Fair Market
Value determined by such investment banker is equal to or less than the Fair Market Value as determined by the Company, in which event the fees and expenses of such investment banker shall be borne by the holder hereof. 

2.3 Exercise Into Common Stock. Upon any exercise of this Warrant, at the written election of the holder, this Warrant may be exercised
into the number of shares of Common Stock into which the Shares issuable upon such exercise are then convertible. 
 2.4 Automatic
Exercise. Immediately before the expiration or termination of this Warrant, to the extent this Warrant is not previously exercised, and if the Fair Market Value of one share of whichever is applicable of either (i) the Preferred Stock
subject to this Warrant or (ii) the Company’s Common Stock issuable upon conversion of the Preferred Stock subject to this Warrant, is greater than the Exercise Price, then in effect as adjusted pursuant to this Warrant, then this Warrant
shall be deemed automatically exercised pursuant to Section 2.2 above, even if not surrendered. For purposes of such automatic exercise, the Fair Market Value of the Company’s Common Stock upon such expiration shall be determined pursuant
to Section 2.2 (b) above. To the extent this Warrant or any portion thereof is deemed automatically exercised pursuant to this Section, the Company agrees to promptly notify the Warrantholder of the number of Shares, if any, the holder
hereof is to receive by reason of such automatic exercise. 
 2.5 Exercise in Connection with an Initial Public Offering, Sale or
Merger Notwithstanding any other provision hereof, if the exercise of all or any portion of this Warrant is made or to be made in connection with the occurrence of a public offering, sale or merger of the Company, the exercise of all or any
portion of this Warrant shall, at the written election of the Warrantholder, be conditioned upon the consummation of the public offering, sale or merger of the Company, in which case such exercise shall not be deemed to be effective until the
consummation of such transaction. In the event that the transaction is not consummated within 45 days of the targeted date of the transaction, any such exercise shall, at the election of the Warrantholder, be deemed rescinded. 

3. Stock Fully Paid; Reservation of Shares. All Shares that may be issued upon the exercise of the rights represented by this Warrant
and Common Stock issuable upon conversion of such Shares will, upon issuance, be validly issued, fully paid and non-assessable, issued in compliance with all applicable federal and state securities laws, and free from all taxes, liens and charges
with respect to the issue thereof. During the period within which the rights represented by this Warrant may be exercised, the Company will at all times have authorized and reserved for the purpose of issuance upon exercise of the purchase rights
evidenced by this Warrant, a sufficient number of shares of its Preferred Stock (and Common Stock issuable upon conversion of such shares of Preferred Stock) to provide for the exercise of the rights represented by this Warrant. 

  
 3 

 4. Adjustment of Exercise Price and Number of Shares. Without duplication of any such
adjustment made pursuant to the terms of the Company’s Certificate of Incorporation, the number of Shares purchasable upon the exercise of this Warrant and the Exercise Price shall be subject to adjustment from time to time upon the occurrence
of certain events, as follows: 
 (a) Reclassification, Reorganization, Change or Conversion. In case of any reclassification,
reorganization, change or conversion of securities of the class issuable upon exercise of this Warrant (other than a change in par value, or from par value to no par value, or from no par value to par value, or as a result of a subdivision or
combination), then in any of these events, the Company shall execute a replacement warrant (a “New Warrant”), in form and substance reasonably satisfactory to the holder of this Warrant, upon the exercise of which (and at a total purchase
price under the New Warrant not to exceed that payable upon the exercise in full of this Warrant) the holder of the New Warrant shall receive, in lieu of each Share receivable upon the exercise of this Warrant, the same kind and amount of shares of
stock, other securities, money and property receivable by a holder of one share of Preferred Stock upon such reclassification, reorganization, change or conversion. Such New Warrant shall provide for adjustments that shall be as nearly equivalent as
may be practicable to the adjustments provided for in this Section 4. The provisions of this section (a) shall similarly apply to successive reclassifications, reorganizations, changes, or conversions. 

(b) Merger or Sale. In case of any (i) consolidation or merger of the Company with or into another corporation or entity (other
than a merger with another corporation or entity in which the Company is the surviving corporation and which does not result in any reclassification or change of outstanding securities issuable upon exercise of this Warrant), or (ii) sale of
all or substantially all of the assets or stock of the Company, then in either of such events, the Company, or such successor or purchasing corporation, as the case may be, shall execute a replacement warrant (a “New Warrant”), in form and
substance reasonably satisfactory to the holder of this Warrant, upon the exercise of which (and at a total purchase price under the New Warrant not to exceed that payable upon the exercise in full of this Warrant) the holder of the New Warrant
shall receive securities of the issuer of the New Warrant (shares of preferred or common stock or other applicable securities of such new issuer) with aggregate value equivalent to the value of the securities of the Company issuable upon exercise of
this Warrant immediately prior to such merger or sale. Such New Warrant shall provide for adjustments that shall be as nearly equivalent as may be practicable to the adjustments provided for in this Section 4. The provisions of this section
(b) shall similarly apply to successive mergers and sales. 
 (c) Subdivisions or Combination of Shares; Stock Dividends. In the
event that the Company shall at any time subdivide the outstanding shares of Preferred Stock, or shall issue a stock dividend on its outstanding shares of Preferred Stock, the number of Shares issuable upon exercise of this Warrant immediately prior
to such subdivision or immediately prior to the issuance of such stock dividend shall be proportionately increased, and the Exercise Price shall be proportionately decreased, and in the event that the Company shall at any time combine the
outstanding shares of Preferred Stock, the number of Shares issuable upon exercise of this Warrant immediately prior to such combination shall be proportionately decreased, and the Exercise Price shall be proportionately increased, effective at the
close of business on the date of such subdivision, stock dividend or combination, as the case may be. 

  
 4 

 (d) Issuance of Additional Shares In the event that the Company shall at any time make an
issuance of “Additional Shares” for consideration (calculated after giving effect to the price at which any preferred shares may be converted to Common Stock) which is less than the Exercise Price per share, then the price at which the
Shares may be converted into the Company’s Common Stock shall be subject to the same adjustment, if any, to the price at which the Company’s Preferred Stock may be converted into the Company’s Common Stock pursuant to the
Company’s Certificate of Incorporation (as may be amended from time to time), and such adjustment shall be effective as to the Shares receivable upon the exercise of this Warrant regardless of whether or not such conversion price adjustment
under such Certificate requires the actual issuance of the affected shares of Preferred Stock. “Additional Shares” shall be defined as the issuance of additional shares of any series of Preferred Stock or of Common Stock as set forth in
the Company’s Certificate of Incorporation. For clarity, if no adjustment to the price at which the Company’s Preferred Stock may be converted into the Company’s Common Stock is made in accordance with the Company’s Certificate
of Incorporation, then the price at which the Shares may be converted into the Company’s Common Stock shall not be adjusted. 
 (e)
No Impairment. The Company will not, by amendment of its Certificate of Incorporation or any other organizational or shareholder rights documents of the Company, or through any reorganization, recapitalization, transfer of assets,
consolidation, merger, dissolution, issue or sale of securities or any other voluntary action, seek to avoid the observance or performance of any of the terms to be observed or performed hereunder by the Company, but will at all times in good faith
assist in the carrying out of all the provisions of this Section 4 and in the taking of all such action as may be necessary or appropriate in order to protect the rights of the holder of this Warrant against impairment. 

(f) Notices of Record Date. In case at any time: 

(i) the Company shall declare any dividend upon its Preferred Stock or Common Stock payable in cash or stock (other than a dividend on the
Common Stock payable in shares of Common Stock) or make any other distribution to the holders of its Preferred Stock or its Common Stock; 

(ii) the Company shall offer for subscription pro rata to the holders of its Preferred Stock any additional shares of stock of any
class, or other rights; 
 (iii) there shall be any capital reorganization or reclassification of the capital stock of the Company which
affects the Preferred Stock or the Common Stock, or a consolidation or merger of the Company with or into, or a sale of all or substantially all its assets to another entity or entities; or 

(iv) there shall be a voluntary or involuntary dissolution, liquidation or winding up of the Company; 

then, in any one or more of said cases, the Company shall give notice as provided in Section 11(e) hereunder as follows: (A) at least 10 days’
prior written notice of the date on which the books of the Company shall close or a record shall be taken for such dividend, distribution or subscription 

  
 5 

 
rights or for determining rights to vote in respect of any such reorganization, reclassification, consolidation, merger, sale, dissolution, liquidation or winding up, and (B) in the case of
any such reorganization, reclassification, consolidation, merger, sale, dissolution, liquidation or winding up, at least 10 days’ prior written notice of the date when the same shall take place. Such notice in accordance with the foregoing
clause (A) shall also specify, in the case of any such dividend, distribution or subscription rights, the date on which the holders of Preferred Stock or Common Stock shall be entitled thereto, and such notice in accordance with the foregoing
clause (B) shall also specify the date on which the holders of Preferred Stock or Common Stock shall be entitled to exchange their Preferred Stock or Common Stock for securities or other property deliverable upon such reorganization,
reclassification, consolidation, merger, sale, dissolution, liquidation or winding up, as the case may be. 
 5. Notice of
Adjustments. Whenever the Exercise Price shall be adjusted pursuant to the provisions hereof, the Company shall within ten (10) days of such adjustment deliver a certificate signed on behalf of the Company by its chief financial officer to
the holder of this Warrant setting forth, in reasonable detail, the event requiring the adjustment, the amount of the adjustment, the method by which such adjustment was calculated, and the Exercise Price after giving effect to such adjustment. 

6. Fractional Shares. No fractional shares of Preferred Stock or Common Stock will be issued in connection with any exercise hereunder,
but in lieu of such fractional shares the Company shall make a cash payment therefor upon the basis of the Exercise Price then in effect. 

7. Compliance with Securities Act; Disposition of Warrant or Shares of Preferred Stock 

(a) Compliance with Securities Act. The holder of this Warrant, by acceptance hereof, agrees that this Warrant, the shares of Preferred
Stock to be issued upon exercise hereof and the Common Stock to be issued upon the conversion of such Preferred Stock, are being acquired for investment purposes only and that such holder will not offer, sell or otherwise dispose of this Warrant or
any shares of Preferred Stock to be issued upon exercise hereof (or Common Stock to be issued upon the conversion of such Preferred Stock) except under circumstances which will not result in a violation of the Securities Act of 1933, as amended (the
“Act”) and as permitted by Section 7(b) below. This Warrant and all shares of Preferred Stock issued upon exercise of this Warrant (or Common Stock to be issued upon the conversion of such Preferred Stock) shall, unless
registered under the Act, be stamped or imprinted with a legend in substantially the following form: 
 THIS SECURITY HAS NOT BEEN
REGISTERED UNDER THE SECURITIES ACT OF 1933, AS AMENDED (THE “ACT”). NO SALE OR DISPOSITION MAY BE EFFECTED WITHOUT (i) AN EFFECTIVE REGISTRATION STATEMENT RELATED THERETO OR (ii) AN OPINION OF COUNSEL FOR THE HOLDER, REASONABLY
SATISFACTORY TO THE COMPANY, THAT SUCH REGISTRATION IS NOT REQUIRED, EXCEPT THAT NO SUCH OPINION SHALL BE REQUIRED IF SUCH SALE IS PURSUANT TO RULE 144 PROMULGATED UNDER THE ACT. 

  
 6 

 (b) Disposition of Warrant and Shares. With respect to any offer, sale or other transfer
or disposition of this Warrant or any shares of Preferred Stock acquired pursuant to the exercise of this Warrant (or Common Stock to be issued upon the conversion of such Preferred Stock) prior to registration of such Shares, the holder hereof and
each subsequent holder of this Warrant agrees to give written notice to the Company prior thereto, describing briefly the manner thereof, together with a written opinion of such holder’s counsel (if reasonably requested by the Company and
reasonably satisfactory to the Company) to the effect that (i) such offer, sale or other transfer or disposition may be effected without registration or qualification of this Warrant or such shares of Preferred Stock (or Common Stock to be
issued upon the conversion of such Preferred Stock) under the Act as then in effect, and (ii) indicating whether or not under the Act this Warrant or the certificates representing such shares of Preferred Stock or Common Stock to be sold or
otherwise transferred or disposed of require any restrictive legend thereon in order to ensure compliance with the Act; provided, however, that a written opinion of holder’s counsel shall not be required in connection with any sale
pursuant to Rule 144. This Warrant or the certificates representing the shares of Preferred Stock or Common Stock thus transferred (except a transfer pursuant to Rule 144) shall bear a legend as to the applicable restrictions on transferability in
order to insure compliance with the Act, unless in the aforesaid opinion of counsel for the holder, such legend is not required in order to insure compliance with the Act. Upon any valid transfer of this Warrant or portion thereof, Company agrees to
reissue the Warrant (or Warrants in the case of a partial transfer) and/or the Shares receivable upon the exercise hereof, and if the legend is not required, such re-issuance shall be without said legend. Nothing herein shall restrict the transfer
of this Warrant (or any portion hereof) or the certificates representing the shares of Preferred Stock acquired pursuant to the exercise of this Warrant (or Common Stock to be issued upon the conversion of such Preferred Stock) by the initial holder
hereof or any successor holder to any affiliate of such holder, including without limitation any partnership affiliated with such holder, any partner of any such partnership or any successor corporation to the holder hereof as a result of a merger
or consolidation with or a sale of all or substantially all of the stock or assets of the holder. Any transfer described above must be made in compliance with all applicable federal and state securities laws and the IRA (as defined below). The
Company may issue stop transfer instructions to its transfer agent in connection with the foregoing restrictions. 
 8.
Warrantholder’s Representations 
 (a) The Warrantholder acknowledges that it has had access to all material information
concerning the Company which it has requested. The Warrantholder also acknowledges that it has had the opportunity to, and has to its satisfaction, questioned the officers of the Company with respect to its investment hereunder. The Warrantholder
represents that it understands that the Warrant and the Preferred Stock (and the shares of Common Stock issuable upon conversion of the Preferred Stock) are speculative investments, that it is aware of the Company’s business affairs and
financial condition and that it has acquired sufficient information about the Company to reach an informed and knowledgeable decision to acquire the Warrant. The Warrantholder is purchasing the Warrant and any Preferred Stock issued upon exercise
thereof (and the shares of Common Stock issuable upon conversion of the Preferred Stock) for investment for its own account only and not with a view to, or for resale in connection with, any “distribution” thereof in violation of the Act
or applicable state securities laws. The Warrantholder further represents that it understands that the Warrant and Preferred Stock have not been registered under the Act or applicable state securities laws by reason of specific exemptions therefrom,
which exemptions 

  
 7 

 
depend upon, among other things, the bona fide nature of the Warrantholder’s investment intent as expressed herein. The Warrantholder is an “accredited investor” as defined in
Regulation D promulgated under the Act. 
 9. Company’s Representations 

As a material inducement to the Warrantholder to purchase this Warrant, the Company hereby represents and warrants that: 

(a) The Company shall have made all filings under applicable federal and state securities laws necessary to consummate the issuance of this
Warrant in compliance with such laws, except for such filings as may be made properly after the Grant Date. 
 (b) If there are parties to
any stock purchase agreements whose consent or approval is required prior to the execution and delivery of this Warrant, the Company and any such parties shall have entered into a consent, waiver or amendment to each such stock purchase
agreement to provide for such consent and any required waivers, in such form and substance acceptable to the Warrantholder, and such consent, waiver or amendment shall be in full force and effect as of the date hereof. 

(c) If there are parties to any investor’s rights agreements whose consent or approval is required prior to the execution and delivery of
this Warrant, the Company and any such parties shall have entered into a consent, waiver or amendment to each such investor’s rights agreement providing for such consent and any required waivers, in such form and substance acceptable to
Warrantholder, and such consent, waiver or amendment shall be in full force and effect as of the date hereof. 
 (d) The copies of any
existing stock purchase agreements and investor’s rights agreements of the Company and the Company’s charter documents and bylaws which have been furnished to Warrantholder or the Warrantholder’s counsel reflect all amendments made
thereto at any time prior to the date hereof and are correct and complete. 
 (e) As of the date hereof, the authorized capital stock of the
Company shall be as stated on the Capitalization Schedule attached hereto as Exhibit B (the “Capitalization Schedule”) and made a part hereof. As of the date hereof, except for this Warrant and except as set forth on the
attached Capitalization Schedule, the Company shall not have outstanding any stock or securities convertible or exchangeable for any shares of its capital stock or containing any profit participation features, nor shall it have outstanding any
rights, warrants or options to subscribe for or to purchase its capital stock or any stock or securities convertible into or exchangeable for its capital stock or any stock appreciation rights or phantom stock plans. The Capitalization Schedule
truthfully and accurately sets forth the following information with respect to all outstanding options and rights to acquire the Company’s capital stock: the aggregate number of shares covered, the exercise prices and the term of each option
agreement. As of the date hereof, except as set forth on the Capitalization Schedule or the Company documents described in 

  
 8 

 
section (d) above, the Company shall not be subject to any obligation (contingent or otherwise) to repurchase or otherwise acquire or retire any shares of its capital stock or any warrants,
options or other rights to acquire its capital stock. As of the date hereof, all of the outstanding shares of the Company’s capital stock shall be validly issued, fully paid and nonassessable. 

(f) With respect to the issuance of this Warrant or the issuance of the Preferred Stock upon exercise of the Warrant (and the shares of Common
Stock issuable upon conversion of such shares of Preferred Stock), there are no statutory or contractual stockholders preemptive rights or rights of refusal, except for any such rights contained in any stock purchase agreement and/or investor’s
rights agreements which have been waived. The offer, sale and issuance of this Warrant does not require registration under the Act or any applicable state securities laws. To the best of the Company’s knowledge, there are no agreements between
the Company’s stockholders with respect to the voting or transfer of the Company’s capital stock or with respect to any other aspect of the Company’s affairs, except for any stock purchase agreements, investor’s rights agreements
or voting agreements identified on the attached Capitalization Schedule. 
 (g) The execution, delivery and performance of this Warrant has
been duly authorized by the Company. This Warrant constitutes a valid and binding obligation of the Company, enforceable in accordance with its terms. The execution and delivery by the Company of this Warrant, the issuance of the Preferred Stock
upon exercise of this Warrant (and the shares of Common Stock issuable upon conversion of such shares of Preferred Stock), and the fulfillment of and compliance with the respective terms hereof and thereof by the Company, do not and shall not
(i) conflict with or result in a breach of the terms, conditions or provisions of, (ii) constitute a default under, (iii) result in the creation of any lien, security interest, charge or encumbrance upon the Company’s capital
stock or assets pursuant to, (iv) give any third party the right to modify, terminate or accelerate any obligation under, (v) result in a violation of, or (vi) require any authorization, consent, approval, exemption or other action by
or notice or declaration to, or filing with, any court or administrative or governmental body or agency pursuant to, the charter or bylaws of the Company or any subsidiary, or any law, statute, rule or regulation to which the Company or any
subsidiary is subject, or any agreement, instrument, order, judgment or decree to which the Company or any subsidiary is subject, except for any such filings required under applicable “blue sky” or state securities laws or required under
Regulation D promulgated under the Act. 
 10. Company Financial Information. 

Until such time as the Company shall have satisfied all of its obligations under the Financing Arrangement, Company shall deliver to
Warrantholder such financial information as is required under the terms of the Financing Arrangement. From and after the date that the Company shall have satisfied all of its obligations under the Financing Arrangement, and notwithstanding any other
agreement to the contrary between the parties hereto, the Company shall deliver to the Warrantholder (so long as the Warrantholder holds all or any portion of the Warrant or any Preferred Stock or any shares of Common Stock issuable upon conversion
of such shares of Preferred Stock) no later than 150 days after each fiscal year end its annual financial statements. 

  
 9 

 11. Miscellaneous 

(a) Rights as Shareholders. No holder of this Warrant, as such, shall be entitled to vote or receive dividends or be deemed the holder
of Preferred Stock (or Common Stock to be issued upon the conversion of such Preferred Stock) or otherwise be entitled to any voting or other rights as a shareholder of the Company, until this Warrant shall have been exercised and the Shares
purchasable upon the exercise shall have become deliverable, as provided herein. 
 (b) Issuance Tax. The issuance of certificates
for shares of Preferred Stock upon exercise of this Warrant (or Common Stock to be issued upon the conversion of such shares of Preferred Stock) shall be made without charge to the holder hereof for any issuance tax in respect hereof, provided that
the Company shall not be required to pay any tax which may be payable in respect of any transfer involved in the issuance and delivery of any certificate in a name other than that of the holder of this Warrant. 

(c) Modification and Waiver. This Warrant and any provision hereof may be changed, waived, discharged or terminated only by an
instrument in writing signed by the Company and the holder of this Warrant. 
 (d) Attorneys’ Fees. In the event of an action,
suit or proceeding brought under or in connection herewith, the prevailing party therein shall be entitled to recover from, and the other party hereto agrees to pay, the prevailing party’s costs and expenses in connection therewith, including
reasonably attorneys’ fees. 
 (e) Notices. All notices, demands, elections or other communications required or permitted to be
given or delivered under or by reason of the provisions hereof shall be in writing and shall be deemed to have been given when (i) delivered personally to the recipient, (ii) sent via facsimile transmission, (iii) the next business
day after having been sent to the recipient by reputable overnight courier service (charges prepaid) or (iv) four business days after having been mailed to the recipient by certified or registered mail, return receipt requested and postage
prepaid. Such notices, demands, elections and other communications shall be sent to the Warrantholder and to the Company at the respective addresses and transmission numbers indicated on the signature page hereof, or to such other address or to the
attention of such other person as the recipient party has specified by prior written notice to the sending party. 
 (f) Binding Effect
on Successors. This Warrant and the terms hereof shall be binding upon any corporation succeeding the Company by merger, consolidation or acquisition of all or substantially all of the Company’s assets, and all of the obligations of the
Company relating to the Preferred Stock issuable upon the exercise of this Warrant (or Common Stock to be issued upon the conversion of such Preferred Stock) or any New Warrant (and the securities issuable thereunder) shall survive the exercise and
termination of this Warrant (or any New Warrant) and all of the covenants and agreements of the Company shall inure to the benefit of the successors and permitted assigns of the holder hereof. All covenants and agreements contained herein by or on
behalf of any of the parties hereto shall bind and inure to the benefit of the respective successors and permitted assigns of the parties hereto whether so expressed or not. 

  
 10 

 (g) Lost Warrants or Stock Certificates. The Company covenants to the holder hereof that
upon receipt of evidence reasonably satisfactory to the Company of the loss, theft, destruction, or mutilation of this Warrant or any stock certificate issued upon exercise hereof or in replacement thereafter and, in the case of any such loss, theft
or destruction, upon receipt of an indemnity reasonably satisfactory to the Company and without requiring any bond, or in the case of any such mutilation upon surrender and cancellation of such Warrant or stock certificate, the Company will make and
deliver a replacement Warrant or stock certificate, of like tenor, in lieu of the lost, stolen, destroyed or mutilated Warrant or stock certificate. 

(h) Registration Agreement. The shares of Common Stock issuable upon conversion of the Shares shall have certain incidental or
“piggyback” registration rights pursuant to, and on the terms and conditions set forth in, that certain Amended and Restated Investor Rights Agreement dated as of November 21, 2005 among the Company and the other parties named therein
(the “IRA”). A copy of said IRA has been provided to the Warrantholder. Immediately following the execution of this Warrant, the Warrantholder shall execute, at the option of the Issuer, either a counterpart signature page to such IRA, or
an amendment to the IRA, either of which document shall add the Warrantholder as a party thereto and give the Warrantholder the registration rights set forth in Section 2.2 of the IRA and bind the Warrantholder to all obligations under the IRA
including, without limitation, those set forth in Sections 2.7 and 2.14 of the IRA, as and to the extent provided therein. Company and the Warrantholder hereby further agree that for the purposes of the IRA, the Shares issuable upon exercise of this
Warrant are “Registrable Securities,” as that term is defined in the Investor Rights Agreement. 
 (i) Descriptive
Headings. The descriptive headings of the several paragraphs of this Warrant are inserted for convenience only and do not constitute a part of this Warrant. 

(j) Governing Law. THIS WARRANT SHALL BE CONSTRUED AND ENFORCED IN ACCORDANCE WITH, AND THE RIGHTS OF THE PARTIES SHALL BE GOVERNED BY,
THE LAWS OF THE STATE OF DELAWARE. 
 SIGNATURE PAGE FOLLOWS: 

  
 11 

 In Witness Whereof, this Warrant to purchase Preferred Stock has been duly executed as of the Grant Date
hereinabove set forth. 
  

									
	Issued By:	 		 	Accepted By:
	Brightcove Inc.	 		 	ASF Radio, L.P.
		 		 		 	By ASF Radio GP, LLC, its general partner
					
	By:	 	

	 		 	By:	 	

	Name:	 	Kevin Rhodes	 		 	Name:	 	 Lucas Cohen

	Title:	 	Chief Financial Officer	 		 	Title:	 	 Secretary 

	Address for Notices:	 		 	Address for Notices:
	290 Congress Street	 		 		 	
	 4th Floor

Boston, MA 02210
	 		 	 Attention:
  

Fax:
	 	
				
	Fax: 617-261-4831	 		 		 	

  
 12 

 EXHIBIT A 

Notice of Exercise 
  

	To:	Brightcove Inc. (“Company”) 

 290 Congress Street 

4th Floor 

Boston, MA 02210 

Attention: Chief Financial Officer 

[1. The undersigned hereby elects to purchase
                                         
                shares of Series B Convertible Preferred Stock of Company pursuant to the terms of the attached Warrants, and tenders herewith payment of the purchase
price of such shares in full.] 
 [1. The undersigned hereby elects to purchase
                                         
                shares of Series B Convertible Preferred Stock of Company pursuant to a non-cash exercise of the Warrant as provided in Section 2.2 of the Warrant.]

 2. Check here if applicable:          The undersigned confirms that this exercise is made
in connection with the occurrence of a public offering, sale or merger of the Company, and the undersigned further elects to condition this exercise of the Warrant upon the consummation of said public offering, sale or merger of the Company. This
exercise shall not be deemed to be effective until the consummation of such transaction. In the event that transaction is not consummated within 45 days of the targeted date of the transaction, the undersigned will advise Company whether or not this
exercise should be deemed rescinded. 
 2. Please issue a certificate or certificates representing said shares in the name of the
undersigned or in such other name or names as are specified below: 
 ASF Radio, L.P. 

Address: 
 3. The
undersigned represents that the aforesaid shares are being acquired for the account of the undersigned for investment and not with a view to, or for resale in connection with, the distribution thereof and that the undersigned has no present
intention of distributing such shares. 
  

			
	ASF Radio, L.P.
		
	 By:
	 	  

		 	 (Signature)

	 Its:
	 	  

	 Date:
	 	  

  
 13 

 EXHIBIT B 

CAPITALIZATION SCHEDULE TABLE 

Brightcove Inc. 
  

																	
	 Classes of Capital Stock
	  	Number of
Shares
Authorized	 	  	Number of Shares
Issued And
Outstanding	 	  	Number of Shares Reserved
for Issuance Upon	 
	 	  	 	 	  	 	 	  	Exercise of Options,
Warrants Other
Rights Agreements	 	  	Conversion of
Convertible
Securities	 
	 Common Stock
	  	 	20,000,000	  	  	 	3,158,331	  	  	 	4,232,466	  	  	 	12,902,967	  
	 Series A Preferred Stock
	  	 	5,920,385	  	  	 	5,920,385	  	  	 	n/a	  	  	 	n/a	  
	 Series B Preferred Stock
	  	 	7,000,000	  	  	 	6,921,854	  	  	 	60,728	  	  	 	n/a	  
	 Total Preferred Stock
	  	 	12,920,385	  	  	 	12,842,239	  	  	 	60,728	  	  	 	n/a	  

 Total Fully Diluted Outstanding Common Stock (on an as-converted basis and assuming exercise of all outstanding options):
18,946,528 shares 
 All options and shares of restricted stock granted or awarded pursuant to the Company’s 2004 Stock Option and Incentive Plan (the
“Plan”) have been granted or awarded at a price of either $0.10 or $0.24 per share of Common Stock. All options granted under the Plan must be exercised within 10 years of the grant date thereof. 

The following agreements are disclosed pursuant to Section 9(f) of the Warrant: 
  

	 	•	 	Series B Convertible Preferred Stock Purchase Agreement, dated as of November 21, 2005 

  

	 	•	 	Amended and Restated Investor Rights Agreement, dated as of November 21, 2005 

  

	 	•	 	Amended and Restated Right of First Refusal and Co-Sale Agreement, dated as of November 21, 2005 

  

	 	•	 	Amended and Restated Voting Agreement, dated as of November 21, 2005 

  
 14 

 WARRANT ASSIGNMENT FORM 

 

			
	ASSIGNOR:	  	GE Capital Equity Investments, Inc.                
		
	COMPANY:	  	BRIGHTCOVE INC. (the “Company”)
		
	 WARRANT:
	  	THE WARRANT TO PURCHASE SHARES OF COMMON STOCK ISSUED ON AUGUST 31, 2006 (THE “WARRANT”)
		
	DATE:	  	November 5, 2015

 (1) Assignment. FOR VALUE RECEIVED, the undersigned registered holder of the Warrant
(“Assignor”) irrevocably assigns and transfers to the assignee named below (“Assignee”) all of the rights of Assignor under the Warrant and delegates to the Assignee all of
its obligations under the Warrant, with respect to the number of Shares set forth below: 
 Name of Assignee: ASF Radio, L.P., a Delaware limited
partnership 
 Address of Assignee: 
 See attached Exhibit
A. 
 Number of Shares of Common Stock of the Company, par value $0.01 per share (the “Shares”) Subject to the Warrant Assigned:
28,028. 
 Assignee and does irrevocably constitute and appoint
                                        as
attorney to make such transfer on the books of Brightcove Inc., maintained for the purpose, with full power of substitution in the premises. 
 (2)
Obligations of Assignee. Assignee (i) agrees to take and hold the Warrant and any shares of stock to be issued upon exercise of the rights thereunder (the “Securities”) and (ii) agrees and assumes to
be bound by, fulfill perform and discharge all of the liabilities, obligations, duties and covenants under or pursuant to the terms and conditions set forth in the Warrant to the same extent as if Assignee were the original holder thereof. 

(3) Notices. All notices to be given by the Company to the Assignor as “Warrantholder” (as defined in the Warrant) shall be sent to the
Assignee at the address listed on Exhibit A, and, if the number of Shares being hereby assigned is less than all of the Shares covered by the Warrant held by the Assignor, then also to the Assignor. 

(4) New Warrant. In accordance with Section 7(b) of the Warrant, the Assignor requests that the Company execute
and deliver a new Warrant in the name of the Assignee with such Warrant including any restrictive legends as may be required pursuant to the terms of the Warrant. 

[Signature Page Follows] 

 Assignor and Assignee are signing this Assignment Form on the date first set forth above. 

 

			
	ASSIGNOR	  	ASSIGNEE
		
	 GE CAPITAL EQUITY INVESTMENTS, INC.
	  	 ASF RADIO, L.P.

		
		  	By: ASF Radio GP, LLC, its General Partner
		
	/s/ Robert Roderick	  	
		
	Name: Robert Roderick	  	 /s/ Michel Fellmann

		
	Title: Duly Authorized Signatory	  	 Name: Michel Fellmann

		
		  	 Title: Secretary

 [Signature Page to Warrant Assignment Form] 

 Exhibit A 

Assignee Contact Details 

See attached. 

 NEITHER THIS WARRANT NOR THE SHARES OF STOCK ISSUABLE UPON EXERCISE HEREOF HAVE BEEN REGISTERED UNDER THE
SECURITIES ACT OF 1933, AS AMENDED (THE “ACT”). NO SALE, TRANSFER OR OTHER DISPOSITION OF THIS WARRANT OR SAID SHARES MAY BE EFFECTED WITHOUT (i) AN EFFECTIVE REGISTRATION STATEMENT RELATED THERETO OR (ii) AN OPINION OF COUNSEL FOR
THE HOLDER, REASONABLY SATISFACTORY TO THE COMPANY, THAT SUCH REGISTRATION IS NOT REQUIRED, EXCEPT THAT NO SUCH OPINION SHALL BE REQUIRED IF SUCH SALE IS PURSUANT TO RULE 144 PROMULGATED UNDER THE ACT. 

WARRANT 
 TO PURCHASE

 SHARES OF SERIES B CONVERTIBLE PREFERRED STOCK 

THIS CERTIFIES THAT, for good and valuable consideration received from GE Capital CFE, Inc. (“Warrantholder”),
Warrantholder is entitled to subscribe for and purchase 36,437 shares (as adjusted pursuant to provisions hereof, the “Shares”) of the fully paid and non-assessable Series B Convertible Preferred Stock of Brightcove
Inc., a Delaware corporation with its principal place of business at One Cambridge Center, Cambridge, MA 02142 (the “Company”), at an exercise price per share of $2.47 (such price and such other price as shall result, from time to
time, from adjustments specified herein, is hereafter referred to as the “Exercise Price”), subject to the provisions and upon the terms and conditions hereinafter set forth. As used herein, the term “Preferred
Stock” or “Shares” shall mean the Company’s presently authorized Series B Convertible Preferred Stock, and any stock into or for which such Series B Convertible Preferred Stock may hereafter be converted or exchanged
pursuant to the Certificate of Incorporation of the Company as from time to time amended as provided by law and in such Certificate. As used herein, term “Grant Date” shall mean [August 31,] 2006. The Company
acknowledges that the cash consideration paid by Warrantholder for this Warrant is $10.00 for income tax purposes, that such amount has been duly received by the Company, and that this Warrant is issued in connection with that certain financial
accommodation entered into by and between Company as the obligor and Warrantholder as the obligee thereunder (the “Financing Arrangement”). 
 In
the event that all preferred stock is mandated to be converted into Common Stock, this Warrant shall be exercisable solely for such Common Stock, and any reference throughout this Warrant to shares of Preferred Stock shall be deemed to refer to the
shares of Common Stock into which the Preferred Stock may be converted in accordance with the conversion formula set forth in the Company’s Certificate of Incorporation, as amended from time to time. 

1. Term. The purchase rights represented by this Warrant are exercisable, in whole or in part, at any time and from time to time, from
and after the Grant Date and on or prior to the tenth anniversary of the Grant Date. 

 2. Method of Exercise; Net Issue Exercise. 

2.1 Method of Exercise; Payment; Issuance of New Warrant. The purchase rights represented by this Warrant may be exercised by
the Warrantholder, in whole or in part and from time to time, by the surrender of this Warrant (with the notice of exercise form attached hereto as Exhibit A duly executed) at the principal office of the Company and by the payment to the
Company of an amount equal to the then applicable Exercise Price per share multiplied by the number of Shares then being purchased. The Warrantholder shall be deemed to have become the holder(s) of record of, and shall be treated for all purposes as
the record holder(s) of, the Shares represented thereby (and such Shares shall be deemed to have been issued) immediately prior to the close of business on the date or dates upon which this Warrant is exercised. In the event of any exercise of
the rights represented by this Warrant, certificates for the Shares so purchased shall be promptly delivered to the holder hereof as soon as possible (and in any event within five business days of receipt of such notice) and, unless this Warrant has
been fully exercised, a new warrant representing the portion of the Shares, if any, with respect to which this Warrant shall not then have been exercised shall also be issued to the holder hereof as soon as possible (and in any event within such
five business day period). 
 2.2 Non-Cash Exercise. 

(a) In lieu of payment in cash, the rights represented by this Warrant may also be exercised by a written notice of exercise in the form of
Exhibit A attached hereto, providing for the non-cash exercise of this Warrant for the Shares equal to the value (as determined below) of this Warrant (or the portion thereof being exercised), specifying that this non-cash exercise election
has been made, and the net number of Shares to be issued after giving effect to such non-cash exercise. In the event the Warrantholder makes such election, Company shall issue to the holder a number of shares computed using the following
formula: 
  

																			
	 X = Y(A-B)
	  		  		  		  		  		  		  		  		  	
	             A
	  		  		  		  		  		  		  		  		  	

 Where: 

 

			
	 X =
	 	the number of Shares to be issued to the holder
		
	 Y =
	 	the number of Shares purchasable under the Warrant or, if only a portion of the Warrant is being exercised, the portion of the Warrant being exercised (as of the date of such non-cash exercise)
		
	 A =
	 	the Fair Market Value of one Share of Preferred Stock (as of the date of such non-cash exercise)
		
	 B =
	 	Exercise Price of one Share of Preferred Stock (as adjusted to the date of such non-cash exercise)

 (b) For purposes of this Section 2.2, the “Fair Market Value” of one share of the
Company’s Preferred Stock shall be equal to the number of shares of Common Stock into which each share of Preferred Stock is convertible as of the date of the exercise, multiplied by the “Fair Market Value” of a share of Common Stock
(as determined pursuant to this Section 2.2). The Fair Market Value of one share of the Company’s Common Stock shall be equal to either (i) if the exercise of this Warrant occurs in connection with an initial public offering of the Company,

 
then the Fair Market Value shall be equal to the “initial price to public” specified in the final prospectus with respect to the initial public offering, or (ii) if the exercise of this
Warrant occurs after an initial public offering of the Company but not in connection therewith, then the Fair Market Value shall be equal to the average of the closing price(s) of the Company’s Common Stock as quoted over the counter or on any
exchange on which the Common Stock is listed as such closing prices are published in The Wall Street Journal for the fifteen trading days (or such lesser number of trading days as the stock may have been actually trading) ending on the day
prior to the date of determination of Fair Market Value. Notwithstanding the foregoing, if the Warrant is exercised in connection with a merger or sale of all or substantially all of the Company’s assets or stock, Fair Market Value shall mean
the value that would have been allocable to or received in respect of a Warrant Share had the Warrant been exercised prior to such merger or sale. If the Common Stock is not traded Over-The-Counter or on an exchange, or if the Warrant is not
exercised in connection with a merger or sale of all or substantially all of its assets, the Fair Market Value shall be determined in good faith by the Company’s board of directors. If the holder hereof does not agree with the determination of
Fair Market Value as determined by the Company’s board of directors, the Company and the holder hereof shall negotiate an appropriate Fair Market Value. If after ten (10) days, the Company and the holder cannot agree, then the holder may
request that the Fair Market Value be determined by an investment banker of national reputation selected by the Company and reasonably acceptable to the Warrantholder. The fees and expenses of such investment banker shall be borne by the Company
unless the Fair Market Value determined by such investment banker is equal to or less than the Fair Market Value as determined by the Company, in which event the fees and expenses of such investment banker shall be borne by the holder hereof. 

2.3 Exercise Into Common Stock. Upon any exercise of this Warrant, at the written election of the holder, this Warrant may be
exercised into the number of shares of Common Stock into which the Shares issuable upon such exercise are then convertible. 
 2.4
Automatic Exercise. Immediately before the expiration or termination of this Warrant, to the extent this Warrant is not previously exercised, and if the Fair Market Value of one share of whichever is applicable of either (i) the Preferred
Stock subject to this Warrant or (ii) the Company’s Common Stock issuable upon conversion of the Preferred Stock subject to this Warrant, is greater than the Exercise Price, then in effect as adjusted pursuant to this Warrant, then this Warrant
shall be deemed automatically exercised pursuant to Section 2.2 above, even if not surrendered. For purposes of such automatic exercise, the Fair Market Value of the Company’s Common Stock upon such expiration shall be determined pursuant to
Section 2.2 (b) above. To the extent this Warrant or any portion thereof is deemed automatically exercised pursuant to this Section, the Company agrees to promptly notify the Warrantholder of the number of Shares, if any, the holder hereof is
to receive by reason of such automatic exercise. 
 2.5 Exercise in Connection with an Initial Public Offering, Sale or Merger
Notwithstanding any other provision hereof, if the exercise of all or any portion of this Warrant is made or to be made in connection with the occurrence of a public offering, sale or merger of the Company, the exercise of all or any portion of this
Warrant shall, at the written election of the Warrantholder, be conditioned upon the consummation of the public offering, sale or merger of the Company, in which case such exercise shall not be deemed to be effective until the

  
 6 

 
consummation of such transaction. In the event that the transaction is not consummated within 45 days of the targeted date of the transaction, any such exercise shall, at the election of the
Warrantholder, be deemed rescinded. 
 3. Stock Fully Paid; Reservation of Shares. All Shares that may be issued upon the
exercise of the rights represented by this Warrant and Common Stock issuable upon conversion of such Shares will, upon issuance, be validly issued, fully paid and non-assessable, issued in compliance with all applicable federal and state securities
laws, and free from all taxes, liens and charges with respect to the issue thereof. During the period within which the rights represented by this Warrant may be exercised, the Company will at all times have authorized and reserved for the
purpose of issuance upon exercise of the purchase rights evidenced by this Warrant, a sufficient number of shares of its Preferred Stock (and Common Stock issuable upon conversion of such shares of Preferred Stock) to provide for the exercise of the
rights represented by this Warrant. 
 4. Adjustment of Exercise Price and Number of Shares. Without duplication of any such
adjustment made pursuant to the terms of the Company’s Certificate of Incorporation, the number of Shares purchasable upon the exercise of this Warrant and the Exercise Price shall be subject to adjustment from time to time upon the occurrence
of certain events, as follows: 
 (a) Reclassification, Reorganization, Change or Conversion. In case of any reclassification,
reorganization, change or conversion of securities of the class issuable upon exercise of this Warrant (other than a change in par value, or from par value to no par value, or from no par value to par value, or as a result of a subdivision or
combination), then in any of these events, the Company shall execute a replacement warrant (a “New Warrant”), in form and substance reasonably satisfactory to the holder of this Warrant, upon the exercise of which (and at a total purchase
price under the New Warrant not to exceed that payable upon the exercise in full of this Warrant) the holder of the New Warrant shall receive, in lieu of each Share receivable upon the exercise of this Warrant, the same kind and amount of shares of
stock, other securities, money and property receivable by a holder of one share of Preferred Stock upon such reclassification, reorganization, change or conversion. Such New Warrant shall provide for adjustments that shall be as nearly equivalent as
may be practicable to the adjustments provided for in this Section 4. The provisions of this section (a) shall similarly apply to successive reclassifications, reorganizations, changes, or conversions. 

(b) Merger or Sale. In case of any (i) consolidation or merger of the Company with or into another corporation or entity (other
than a merger with another corporation or entity in which the Company is the surviving corporation and which does not result in any reclassification or change of outstanding securities issuable upon exercise of this Warrant), or (ii) sale of all or
substantially all of the assets or stock of the Company, then in either of such events, the Company, or such successor or purchasing corporation, as the case may be, shall execute a replacement warrant (a “New Warrant”), in form and
substance reasonably satisfactory to the holder of this Warrant, upon the exercise of which (and at a total purchase price under the New Warrant not to exceed that payable upon the exercise in full of this Warrant) the holder of the New Warrant
shall receive securities of the issuer of the New Warrant (shares of preferred or common stock or other applicable securities of such new issuer) with aggregate value equivalent 

  
 7 

 
to the value of the securities of the Company issuable upon exercise of this Warrant immediately prior to such merger or sale. Such New Warrant shall provide for adjustments that shall be as
nearly equivalent as may be practicable to the adjustments provided for in this Section 4. The provisions of this section (b) shall similarly apply to successive mergers and sales. 

(c) Subdivisions or Combination of Shares; Stock Dividends. In the event that the Company shall at any time subdivide the
outstanding shares of Preferred Stock, or shall issue a stock dividend on its outstanding shares of Preferred Stock, the number of Shares issuable upon exercise of this Warrant immediately prior to such subdivision or immediately prior to the
issuance of such stock dividend shall be proportionately increased, and the Exercise Price shall be proportionately decreased, and in the event that the Company shall at any time combine the outstanding shares of Preferred Stock, the number of
Shares issuable upon exercise of this Warrant immediately prior to such combination shall be proportionately decreased, and the Exercise Price shall be proportionately increased, effective at the close of business on the date of such subdivision,
stock dividend or combination, as the case may be. 
 (d) Issuance of Additional Shares In the event that the Company shall at
any time make an issuance of “Additional Shares” for consideration (calculated after giving effect to the price at which any preferred shares may be converted to Common Stock) which is less than the Exercise Price per share, then the price
at which the Shares may be converted into the Company’s Common Stock shall be subject to the same adjustment, if any, to the price at which the Company’s Preferred Stock may be converted into the Company’s Common Stock pursuant to the
Company’s Certificate of Incorporation (as may be amended from time to time), and such adjustment shall be effective as to the Shares receivable upon the exercise of this Warrant regardless of whether or not such conversion price adjustment
under such Certificate requires the actual issuance of the affected shares of Preferred Stock. “Additional Shares” shall be defined as the issuance of additional shares of any series of Preferred Stock or of Common Stock as set forth in
the Company’s Certificate of Incorporation. For clarity, if no adjustment to the price at which the Company’s Preferred Stock may be converted into the Company’s Common Stock is made in accordance with the Company’s Certificate
of Incorporation, then the price at which the Shares may be converted into the Company’s Common Stock shall not be adjusted. 

(e) No Impairment. The Company will not, by amendment of its Certificate of Incorporation or any other organizational or
shareholder rights documents of the Company, or through any reorganization, recapitalization, transfer of assets, consolidation, merger, dissolution, issue or sale of securities or any other voluntary action, seek to avoid the observance or
performance of any of the terms to be observed or performed hereunder by the Company, but will at all times in good faith assist in the carrying out of all the provisions of this Section 4 and in the taking of all such action as may be necessary or
appropriate in order to protect the rights of the holder of this Warrant against impairment. 
 (f) Notices of Record Date. In
case at any time: 
 (i) the Company shall declare any dividend upon its Preferred Stock or Common Stock payable in cash or stock (other
than a dividend on the Common Stock payable in shares of Common Stock) or make any other distribution to the holders of its Preferred Stock or its Common Stock; 

  
 8 

 (ii) the Company shall offer for subscription pro rata to the holders of its Preferred
Stock any additional shares of stock of any class, or other rights; 
 (iii) there shall be any capital reorganization or reclassification
of the capital stock of the Company which affects the Preferred Stock or the Common Stock, or a consolidation or merger of the Company with or into, or a sale of all or substantially all its assets to another entity or entities; or 

(iv) there shall be a voluntary or involuntary dissolution, liquidation or winding up of the Company; 

then, in any one or more of said cases, the Company shall give notice as provided in Section 11(e) hereunder as follows: (A) at least 10 days’ prior
written notice of the date on which the books of the Company shall close or a record shall be taken for such dividend, distribution or subscription rights or for determining rights to vote in respect of any such reorganization, reclassification,
consolidation, merger, sale, dissolution, liquidation or winding up, and (B) in the case of any such reorganization, reclassification, consolidation, merger, sale, dissolution, liquidation or winding up, at least 10 days’ prior written notice
of the date when the same shall take place. Such notice in accordance with the foregoing clause (A) shall also specify, in the case of any such dividend, distribution or subscription rights, the date on which the holders of Preferred Stock or
Common Stock shall be entitled thereto, and such notice in accordance with the foregoing clause (B) shall also specify the date on which the holders of Preferred Stock or Common Stock shall be entitled to exchange their Preferred Stock or Common
Stock for securities or other property deliverable upon such reorganization, reclassification, consolidation, merger, sale, dissolution, liquidation or winding up, as the case may be. 

5. Notice of Adjustments. Whenever the Exercise Price shall be adjusted pursuant to the provisions hereof, the Company shall
within ten (10) days of such adjustment deliver a certificate signed on behalf of the Company by its chief financial officer to the holder of this Warrant setting forth, in reasonable detail, the event requiring the adjustment, the amount of the
adjustment, the method by which such adjustment was calculated, and the Exercise Price after giving effect to such adjustment. 
 6.
Fractional Shares. No fractional shares of Preferred Stock or Common Stock will be issued in connection with any exercise hereunder, but in lieu of such fractional shares the Company shall make a cash payment therefor upon the basis of
the Exercise Price then in effect. 
 7. Compliance with Securities Act; Disposition of Warrant or Shares of Preferred Stock 

(a) Compliance with Securities Act. The holder of this Warrant, by acceptance hereof, agrees that this Warrant, the shares of
Preferred Stock to be issued upon exercise hereof and the Common Stock to be issued upon the conversion of such Preferred Stock, are being acquired for investment purposes only and that such holder will not offer, sell or otherwise dispose of this

  
 9 

 
Warrant or any shares of Preferred Stock to be issued upon exercise hereof (or Common Stock to be issued upon the conversion of such Preferred Stock) except under circumstances which will not
result in a violation of the Securities Act of 1933, as amended (the “Act”) and as permitted by Section 7(b) below. This Warrant and all shares of Preferred Stock issued upon exercise of this Warrant (or Common Stock to be issued
upon the conversion of such Preferred Stock) shall, unless registered under the Act, be stamped or imprinted with a legend in substantially the following form: 

THIS SECURITY HAS NOT BEEN REGISTERED UNDER THE SECURITIES ACT OF 1933, AS AMENDED (THE “ACT”). NO SALE OR DISPOSITION MAY BE
EFFECTED WITHOUT (i) AN EFFECTIVE REGISTRATION STATEMENT RELATED THERETO OR (ii) AN OPINION OF COUNSEL FOR THE HOLDER, REASONABLY SATISFACTORY TO THE COMPANY, THAT SUCH REGISTRATION IS NOT REQUIRED, EXCEPT THAT NO SUCH OPINION SHALL BE REQUIRED IF
SUCH SALE IS PURSUANT TO RULE 144 PROMULGATED UNDER THE ACT. 
 (b) Disposition of Warrant and Shares. With respect to
any offer, sale or other transfer or disposition of this Warrant or any shares of Preferred Stock acquired pursuant to the exercise of this Warrant (or Common Stock to be issued upon the conversion of such Preferred Stock) prior to registration of
such Shares, the holder hereof and each subsequent holder of this Warrant agrees to give written notice to the Company prior thereto, describing briefly the manner thereof, together with a written opinion of such holder’s counsel (if reasonably
requested by the Company and reasonably satisfactory to the Company) to the effect that (i) such offer, sale or other transfer or disposition may be effected without registration or qualification of this Warrant or such shares of Preferred Stock (or
Common Stock to be issued upon the conversion of such Preferred Stock) under the Act as then in effect, and (ii) indicating whether or not under the Act this Warrant or the certificates representing such shares of Preferred Stock or Common Stock to
be sold or otherwise transferred or disposed of require any restrictive legend thereon in order to ensure compliance with the Act; provided, however, that a written opinion of holder’s counsel shall not be required in connection with any
sale pursuant to Rule 144. This Warrant or the certificates representing the shares of Preferred Stock or Common Stock thus transferred (except a transfer pursuant to Rule 144) shall bear a legend as to the applicable restrictions on transferability
in order to insure compliance with the Act, unless in the aforesaid opinion of counsel for the holder, such legend is not required in order to insure compliance with the Act. Upon any valid transfer of this Warrant or portion thereof, Company agrees
to reissue the Warrant (or Warrants in the case of a partial transfer) and/or the Shares receivable upon the exercise hereof, and if the legend is not required, such re-issuance shall be without said legend. Nothing herein shall restrict the
transfer of this Warrant (or any portion hereof) or the certificates representing the shares of Preferred Stock acquired pursuant to the exercise of this Warrant (or Common Stock to be issued upon the conversion of such Preferred Stock) by the
initial holder hereof or any successor holder to any affiliate of such holder, including without limitation any partnership affiliated with such holder, any partner of any such partnership or any successor corporation to the holder hereof as a
result of a merger or consolidation with or a sale of all or substantially all of the stock or assets of the holder. Any transfer described above must be made in compliance with all applicable federal and state securities laws and the IRA (as
defined below). The Company may issue stop transfer instructions to its transfer agent in connection with the foregoing restrictions. 

  
 10 

 8. Warrantholder’s Representations 

(a) The Warrantholder acknowledges that it has had access to all material information concerning the Company which it has requested. The
Warrantholder also acknowledges that it has had the opportunity to, and has to its satisfaction, questioned the officers of the Company with respect to its investment hereunder. The Warrantholder represents that it understands that the Warrant
and the Preferred Stock (and the shares of Common Stock issuable upon conversion of the Preferred Stock) are speculative investments, that it is aware of the Company’s business affairs and financial condition and that it has acquired sufficient
information about the Company to reach an informed and knowledgeable decision to acquire the Warrant. The Warrantholder is purchasing the Warrant and any Preferred Stock issued upon exercise thereof (and the shares of Common Stock issuable upon
conversion of the Preferred Stock) for investment for its own account only and not with a view to, or for resale in connection with, any “distribution” thereof in violation of the Act or applicable state securities laws. The
Warrantholder further represents that it understands that the Warrant and Preferred Stock have not been registered under the Act or applicable state securities laws by reason of specific exemptions therefrom, which exemptions depend upon, among
other things, the bona fide nature of the Warrantholder’s investment intent as expressed herein. The Warrantholder is an “accredited investor” as defined in Regulation D promulgated under the Act.

9. Company’s Representations 

As a material inducement to the Warrantholder to purchase this Warrant, the Company hereby represents and warrants that: 

(a) The Company shall have made all filings under applicable federal and state securities laws necessary to consummate the issuance of
this Warrant in compliance with such laws, except for such filings as may be made properly after the Grant Date. 
 (b) If there are
parties to any stock purchase agreements whose consent or approval is required prior to the execution and delivery of this Warrant, the Company and any such parties shall have entered into a consent, waiver or amendment to each such stock
purchase agreement to provide for such consent and any required waivers, in such form and substance acceptable to the Warrantholder, and such consent, waiver or amendment shall be in full force and effect as of the date hereof. 

(c) If there are parties to any investor’s rights agreements whose consent or approval is required prior to the execution and
delivery of this Warrant, the Company and any such parties shall have entered into a consent, waiver or amendment to each such investor’s rights agreement providing for such consent and any required waivers, in such form and substance
acceptable to Warrantholder, and such consent, waiver or amendment shall be in full force and effect as of the date hereof. 

  
 11 

 (d) The copies of any existing stock purchase agreements and investor’s rights agreements of
the Company and the Company’s charter documents and bylaws which have been furnished to Warrantholder or the Warrantholder’s counsel reflect all amendments made thereto at any time prior to the date hereof and are correct and complete.

 (e) As of the date hereof, the authorized capital stock of the Company shall be as stated on the Capitalization Schedule attached hereto
as Exhibit B (the “Capitalization Schedule”) and made a part hereof. As of the date hereof, except for this Warrant and except as set forth on the attached Capitalization Schedule, the Company shall not have outstanding any
stock or securities convertible or exchangeable for any shares of its capital stock or containing any profit participation features, nor shall it have outstanding any rights, warrants or options to subscribe for or to purchase its capital stock or
any stock or securities convertible into or exchangeable for its capital stock or any stock appreciation rights or phantom stock plans. The Capitalization Schedule truthfully and accurately sets forth the following information with respect to all
outstanding options and rights to acquire the Company’s capital stock: the aggregate number of shares covered, the exercise prices and the term of each option agreement. As of the date hereof, except as set forth on the Capitalization Schedule
or the Company documents described in section (d) above, the Company shall not be subject to any obligation (contingent or otherwise) to repurchase or otherwise acquire or retire any shares of its capital stock or any warrants, options or other
rights to acquire its capital stock. As of the date hereof, all of the outstanding shares of the Company’s capital stock shall be validly issued, fully paid and nonassessable. 

(f) With respect to the issuance of this Warrant or the issuance of the Preferred Stock upon exercise of the Warrant (and the shares of Common
Stock issuable upon conversion of such shares of Preferred Stock), there are no statutory or contractual stockholders preemptive rights or rights of refusal, except for any such rights contained in any stock purchase agreement and/or investor’s
rights agreements which have been waived. The offer, sale and issuance of this Warrant does not require registration under the Act or any applicable state securities laws. To the best of the Company’s knowledge, there are no agreements between
the Company’s stockholders with respect to the voting or transfer of the Company’s capital stock or with respect to any other aspect of the Company’s affairs, except for any stock purchase agreements, investor’s rights agreements
or voting agreements identified on the attached Capitalization Schedule. 
 (g) The execution, delivery and performance of this Warrant has
been duly authorized by the Company. This Warrant constitutes a valid and binding obligation of the Company, enforceable in accordance with its terms. The execution and delivery by the Company of this Warrant, the issuance of the Preferred
Stock upon exercise of this Warrant (and the shares of Common Stock issuable upon conversion of such shares of Preferred Stock), and the fulfillment of and compliance with the respective terms hereof and thereof by the Company, do not and shall not
(i) conflict with or result in a breach of the terms, conditions or provisions of, (ii) constitute a default under, (iii) result in the creation of any lien, security interest, charge or encumbrance upon the Company’s capital stock or assets
pursuant to, (iv) give any third party the right to modify, terminate or accelerate any obligation under, (v) result in a violation of, or (vi) require 

  
 12 

 
any authorization, consent, approval, exemption or other action by or notice or declaration to, or filing with, any court or administrative or governmental body or agency pursuant to, the charter
or bylaws of the Company or any subsidiary, or any law, statute, rule or regulation to which the Company or any subsidiary is subject, or any agreement, instrument, order, judgment or decree to which the Company or any subsidiary is subject, except
for any such filings required under applicable “blue sky” or state securities laws or required under Regulation D promulgated under the Act. 

10. Company Financial Information. 

Until such time as the Company shall have satisfied all of its obligations under the Financing Arrangement, Company shall deliver to
Warrantholder such financial information as is required under the terms of the Financing Arrangement. From and after the date that the Company shall have satisfied all of its obligations under the Financing Arrangement, and notwithstanding any
other agreement to the contrary between the parties hereto, the Company shall deliver to the Warrantholder (so long as the Warrantholder holds all or any portion of the Warrant or any Preferred Stock or any shares of Common Stock issuable upon
conversion of such shares of Preferred Stock) no later than 150 days after each fiscal year end its annual financial statements. 
 11.
Miscellaneous 
 (a) Rights as Shareholders. No holder of this Warrant, as such, shall be entitled to vote or receive
dividends or be deemed the holder of Preferred Stock (or Common Stock to be issued upon the conversion of such Preferred Stock) or otherwise be entitled to any voting or other rights as a shareholder of the Company, until this Warrant shall have
been exercised and the Shares purchasable upon the exercise shall have become deliverable, as provided herein. 
 (b) Issuance
Tax. The issuance of certificates for shares of Preferred Stock upon exercise of this Warrant (or Common Stock to be issued upon the conversion of such shares of Preferred Stock) shall be made without charge to the holder hereof for any
issuance tax in respect hereof, provided that the Company shall not be required to pay any tax which may be payable in respect of any transfer involved in the issuance and delivery of any certificate in a name other than that of the holder of this
Warrant. 
 (c) Modification and Waiver. This Warrant and any provision hereof may be changed, waived, discharged or terminated
only by an instrument in writing signed by the Company and the holder of this Warrant. 
 (d) Attorneys’ Fees. In the event
of an action, suit or proceeding brought under or in connection herewith, the prevailing party therein shall be entitled to recover from, and the other party hereto agrees to pay, the prevailing party’s costs and expenses in connection
therewith, including reasonably attorneys’ fees. 
 (e) Notices. All notices, demands, elections or other communications
required or permitted to be given or delivered under or by reason of the provisions hereof shall be in writing and shall be deemed to have been given when (i) delivered personally to the recipient, (ii) sent via facsimile transmission, (iii) the
next business day after having been sent to the recipient by reputable overnight courier service (charges prepaid) or (iv) four business days after having been mailed to the recipient by certified or registered mail, return receipt requested and
postage prepaid. Such notices, demands, elections and other communications shall be sent to the 

  
 13 

 
Warrantholder and to the Company at the respective addresses and transmission numbers indicated on the signature page hereof, or to such other address or to the attention of such other person as
the recipient party has specified by prior written notice to the sending party. 
 (f) Binding Effect on Successors. This Warrant and
the terms hereof shall be binding upon any corporation succeeding the Company by merger, consolidation or acquisition of all or substantially all of the Company’s assets, and all of the obligations of the Company relating to the Preferred Stock
issuable upon the exercise of this Warrant (or Common Stock to be issued upon the conversion of such Preferred Stock) or any New Warrant (and the securities issuable thereunder) shall survive the exercise and termination of this Warrant (or any New
Warrant) and all of the covenants and agreements of the Company shall inure to the benefit of the successors and permitted assigns of the holder hereof. All covenants and agreements contained herein by or on behalf of any of the parties hereto shall
bind and inure to the benefit of the respective successors and permitted assigns of the parties hereto whether so expressed or not. 
 (g)
Lost Warrants or Stock Certificates. The Company covenants to the holder hereof that upon receipt of evidence reasonably satisfactory to the Company of the loss, theft, destruction, or mutilation of this Warrant or any stock certificate
issued upon exercise hereof or in replacement thereafter and, in the case of any such loss, theft or destruction, upon receipt of an indemnity reasonably satisfactory to the Company and without requiring any bond, or in the case of any such
mutilation upon surrender and cancellation of such Warrant or stock certificate, the Company will make and deliver a replacement Warrant or stock certificate, of like tenor, in lieu of the lost, stolen, destroyed or mutilated Warrant or stock
certificate. 
 (h) Registration Agreement. The shares of Common Stock issuable upon conversion of the Shares shall have certain
incidental or “piggyback” registration rights pursuant to, and on the terms and conditions set forth in, that certain Amended and Restated Investor Rights Agreement dated as of November 21, 2005 among the Company and the other parties
named therein (the “IRA”). A copy of said IRA has been provided to the Warrantholder. Immediately following the execution of this Warrant, the Warrantholder shall execute, at the option of the Issuer, either a counterpart signature
page to such IRA, or an amendment to the IRA, either of which document shall add the Warrantholder as a party thereto and give the Warrantholder the registration rights set forth in Section 2.2 of the IRA and bind the Warrantholder to all
obligations under the IRA including, without limitation, those set forth in Sections 2.7 and 2.14 of the IRA, as and to the extent provided therein. Company and the Warrantholder hereby further agree that for the purposes of the IRA, the Shares
issuable upon exercise of this Warrant are “Registrable Securities,” as that term is defined in the Investor Rights Agreement. 

(i) Descriptive Headings. The descriptive headings of the several paragraphs of this Warrant are inserted for convenience only and
do not constitute a part of this Warrant. 
 (j) Governing Law. THIS WARRANT SHALL BE CONSTRUED AND ENFORCED IN ACCORDANCE WITH,
AND THE RIGHTS OF THE PARTIES SHALL BE GOVERNED BY, THE LAWS OF THE STATE OF DELAWARE. 

  
 14 

 SIGNATURE PAGE FOLLOWS: 

In Witness Whereof, this Warrant to purchase Preferred Stock has been duly executed as of the Grant Date hereinabove set forth. 

 

									
	Issued By:	 		 	Accepted By:
	Brightcove Inc.	 		 	GE Capital CFE, Inc.
					
	By:	 	 /s/ Jeremy Allaire
	 		 	By:	 	 /s/ Anne Kennelley-Kratky

					
	Title:	 	CEO	 		 	Title:	 	Vice President
	 Address for Notices:
 One
Cambridge Center
 Cambridge, MA 02142
	 		 	 Address for Notices:

500 West Monroe
 Chicago, IL 60661

Attention: Portfolio Management,

            GE Technology Lending

			
	Fax: 617-225-6934	 		 	Fax: 312-441-7715

  
 15 

 EXHIBIT A 

Notice of Exercise 
  

	To:	Brightcove Inc. (“Company”) 

	 	One Cambridge Center 

	 	Cambridge, MA 02142 

	 	Attention: Chief Financial Officer 

 [1. The undersigned hereby elects to
purchase                         shares of Series B Convertible Preferred Stock of Company pursuant to the terms of the
attached Warrants, and tenders herewith payment of the purchase price of such shares in full.] 
 [1. The undersigned hereby elects to
purchase                         shares of Series B Convertible Preferred Stock of Company pursuant to a
non-cash exercise of the Warrant as provided in Section 2.2 of the Warrant.] 
 2. Check here if applicable:
                The undersigned confirms that this exercise is made in connection with the occurrence of a public offering, sale or merger of the Company, and the
undersigned further elects to condition this exercise of the Warrant upon the consummation of said public offering, sale or merger of the Company. This exercise shall not be deemed to be effective until the consummation of such
transaction. In the event that transaction is not consummated within 45 days of the targeted date of the transaction, the undersigned will advise Company whether or not this exercise should be deemed rescinded. 

2. Please issue a certificate or certificates representing said shares in the name of the undersigned or in such other name or names as are
specified below: 
 GE Capital CFE, Inc. 

500 West Monroe 
 Chicago,
IL 60661 
 3. The undersigned represents that the aforesaid shares are being acquired for the account of the undersigned for
investment and not with a view to, or for resale in connection with, the distribution thereof and that the undersigned has no present intention of distributing such shares. 

 

			
	GE Capital CFE, Inc.
		
	By:	 	  

		 	(Signature)
	Its:	 	  

	Date:	 	  

 EXHIBIT B 

CAPITALIZATION SCHEDULE TABLE 

Brightcove Inc. 
  

																	
	 Classes of Capital Stock
	  	Number of
Shares
Authorized	 	  	Number of
Shares Issued
And
Outstanding	 	  	Number of Shares Reserved
for Issuance Upon	 
	  	  	  	Exercise of
Options, Warrants
Other Rights
Agreements	 	  	Conversion
of
Convertible
Securities	 
	 Common Stock
	  	 	20,000,000	  	  	 	3,158,331	  	  	 	4,232,466	  	  	 	12,902,967	  
	 Series A Preferred Stock
	  	 	5,920,385	  	  	 	5,920,385	  	  	 	n/a	  	  	 	n/a	  
	 Series B Preferred Stock
	  	 	7,000,000	  	  	 	6,921,854	  	  	 	60,728	  	  	 	n/a	  
	 Total Preferred Stock
	  	 	12,920,385	  	  	 	12,842,239	  	  	 	60,728	  	  	 	n/a	  

 Total Fully Diluted Outstanding Common Stock (on an as-converted basis and assuming exercise of all outstanding options):
18,946,528 shares 
 All options and shares of restricted stock granted or awarded pursuant to the Company’s 2004 Stock Option and Incentive Plan (the
“Plan”) have been granted or awarded at a price of either $0.10 or $0.24 per share of Common Stock. All options granted under the Plan must be exercised within 10 years of the grant date thereof. 

The following agreements are disclosed pursuant to Section 9(f) of the Warrant: 
  

	 	•	 	Series B Convertible Preferred Stock Purchase Agreement, dated as of November 21, 2005 

  

	 	•	 	Amended and Restated Investor Rights Agreement, dated as of November 21, 2005 

  

	 	•	 	Amended and Restated Right of First Refusal and Co-Sale Agreement, dated as of November 21, 2005 

  

	 	•	 	Amended and Restated Voting Agreement, dated as of November 21, 2005

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