Document:

Filed by Bowne Pure Compliance

 

EXHIBIT 10.104

 

Agreement No. 20070105.006.S.003

High Speed Service Delivery

Between

StarTek, Inc.

And

AT&T Services, Inc.

 

* Material has been omitted pursuant to a request for confidential treatment and such material
has been filed separately with the Securities and Exchange Commission. An asterisk within
brackets denotes omissions.

 

 

 

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Order No. 20070105.006.S.003

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HIGH SPEED SERVICE DELIVERY (HSSD)

February 1, 2007

AGREEMENT NO. 20070105.006.S.003

This Order, effective on January 1, 2007 (“Effective Date”), is by and between StarTek, 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.”

WITNESSETH

WHEREAS, Supplier and AT&T entered into Agreement No. 20070105.006.C, on January 27, 2007 (the
“Agreement”); and

WHEREAS, Supplier and AT&T desire to issue an Order to the Agreement as hereinafter set forth.

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

	I.	 	General Agreement 20070105.006.C between Supplier and AT&T is incorporated herein, and its
terms and conditions shall be applicable to the Work authorized by this Order.
	 
	 	 	To the extent there is any conflict with the provisions of Agreement No. 20070105.006.C and
this Order 20070105.006.003 this Order will govern.
	 
	II.	 	STATEMENT OF WORK — This Order authorizes Supplier and Supplier agrees to provide the Work
described below and in Attachment A entitled “STATEMENT OF WORK”, dated 01 February 2007
(attached hereto and hereby made a part of this Order). In so doing, Supplier shall provide
the following services: manage the implementation, coordination and facilitation of High Speed
Service Delivery (“HSSD”) activity to new and/or existing AT&T customer networks, (hereinafter
“Program”).
	 
	III.	 	INVOICING - If Supplier is enabled to transact business with Company using the internet-based
Ariba Supplier Network (“ASN”), Supplier agrees to submit invoices in electronic form to
Company’s Accounts Payable organization through the ASN. If Supplier is not so enabled, it
agrees to submit invoices to AT&T Accounts Payable, PO Box 66960, St.Louis, MO. 63166-6960.
Supplier shall submit invoices promptly upon the later of (1) completion of shipment of all
the deliverables, or (2) receiving notice that the Work has been completed to Company’s
reasonable satisfaction. Invoices shall contain such information as Company may reasonably
request. Unless this Agreement calls for payment at a later time, invoices shall be payable
forty-five (45) days after receipt of an accurate invoice by Company’s Accounts Payable
organization. Payment of invoices shall not waive Company’s rights to inspect, test or reject.
Invoices against this Order shall reflect billing number TBD exactly as shown, and shall be
submitted to AT&T’s Technical Representative shown herein. Supplier shall ensure that AT&T’s
Technical Representative actually receives such invoices no later than the tenth
(10th) of each month for the prior month’s service in the format requested by AT&T.
In addition, Supplier shall provide AT&T, by no
later than the 25th of each month, with an estimate of current month’s billing including
amount being accrued and details as to how the amount is being calculated. Such estimate
shall be provided via email to AT&T’s delegate [*] at [*].

Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their

third party representatives, except under written agreement by the contracting Parties.

 

 

 

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Invoice charges (including any training expenses) shall be in accordance with the rates
shown in Section VIII PRICING of this Order.

Billable Hours — Supplier shall provide a document with each invoice which details
the following:

	 	•	 	Billable production hours by name, hire date, and months on Program as defined in
the Statement of Work.
	 
	 	•	 	Report Analyst billable production hours by name
	 
	 	•	 	Escalation Manager production hours billable by name

Training — Supplier shall provide the following back-up documentation, as requested
by AT&T, supporting all training expenses billed to AT&T. This documentation shall specify
the following information for each training class included in the billed training expense:

	 	•	 	Name or other designation of the training class
	 
	 	•	 	Program Request Form (PRF) to which the training is billed. If training is
cross-promotional (directed by AT&T in writing, and for the benefit of multiple AT&T
programs), Supplier will provide a copy of the PRF from AT&T directing the allocation
of the resulting expense across the affected programs, as well as a list of the
programs across which the expense is to be allocated. The cross-promotional training
expense will be allocated, as directed by AT&T, by Supplier across the affected
programs (PRF’s)
	 
	 	•	 	Name of the contact at AT&T who directed Supplier to conduct the training
	 
	 	•	 	Length, in hours per Order Specialists, of the training material covered in the class
	 
	 	•	 	Start-date of the training class
	 
	 	•	 	End-date of the training class
	 
	 	•	 	Number of Order Specialists beginning the class
	 
	 	•	 	Number of Order Specialists completing the class
	 
	 	•	 	Other supporting information as requested by AT&T

	IV.	 	AT&T’s Technical Representative is Charmaine Stradford located at the following address:

[*]

AT&T Corp.

Room 219G08

300 NorthPoint Parkway

Alpharetta, Georgia 30005-4116

[*]

[*]

Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their

third party representatives, except under written agreement by the contracting Parties.

 

 

 

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	V.	 	AT&T’s Contract Representative is [*] located at the following address:

AT&T Services, Inc.

One AT&T Way

Room 1C146A

Bedminster, NJ 07921

[*]

[*]

	VI.	 	The maximum expenditure for this Order shall not exceed [*] over the term of this Order.
Notwithstanding any other provisions in this Order, the total amount
payable by AT&T for the Work shall be determined by applying the
stated rate of compensation to the Work actually performed by
Supplier. Supplier shall not render Work and AT&T shall not be
required to pay for Work in excess of the amount stipulated in this
Order, unless Supplier has first secured an amendment to this Order
authorizing the increased expenditure.
	 
	VII.	 	TERM — The term of this Order shall be effective from February 1,
2007 through March 31, 2008.
	 
	VIII.	 	PRICING
	 
	 	 	The following Pricing schedule shows the amounts to be paid to Supplier for the various Work
to be performed under this Order. The following rates are based on the number of billable
hours worked based on time in title per month.
	 
	 	 	Order Specialists (“OS”) — Each month, the AT&T and Supplier will mutually determine and
agree in writing to the headcount quantity of Order Specialists, pursuant to Section C -
Volume and Forecasting Process of Attachment A, to be invoiced according to the rates below.
Invoices shall be submitted based on the number of “actual” hours worked based on time and
title per month and hours worked shall exclude any non-production activity, including but
not limited to lunchtime, break time, holidays, vacations, sick-time.
	 
	 	 	Billable Production Hourly Rates: 
	 
	 	 	The following rates shall apply to billable Order Specialist FTEs,: The following
rates are based on the number of billable hours worked calculated by authorized headcount
based on time in title per month.

	 	 	 	 	 	 	 
	Time in Title	 	FTE of 200 or less	 	FTE of 201 - 350	 	FTE of 351 +
	0 - 12 months
	 	$[*]
	 	$[*]
	 	$[*]
	13 - 24 months
	 	$[*]
	 	$[*]
	 	$[*]
	25 - 36 months
	 	$[*]
	 	$[*]
	 	$[*]
	37 - 48 months
	 	$[*]
	 	$[*]
	 	$[*]
	* New Hire Training for each Order Specialist at Supplier’s Facilities
	 	$[*] per hour

Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their

third party representatives, except under written agreement by the contracting Parties.

 

 

 

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*Does not include refresher, continuation or attrition training, which shall be at
Supplier’s sole cost and expense.

Supplier agrees that the rates provided above are all inclusive of the costs for the
Program, which includes, but is not limited to the following items, and no other charges
shall be billed to AT&T.

	 	1.	 	Training (refresher, continuation and attrition training)
	 
	 	2.	 	Dedicated Area Managers
	 
	 	3.	 	Reports Analyst
	 
	 	4.	 	Escalation Manager
	 
	 	5.	 	Process Managers
	 
	 	6.	 	Supervisors
	 
	 	7.	 	Travel and Living
	 
	 	8.	 	Pagers
	 
	 	9.	 	Programming (e.g., scripting, legacy programming) and all programming
production support and maintenance functions.
	 
	 	10.	 	Program/Account management functions and personnel
	 
	 	11.	 	Development and issuance of reports
	 
	 	12.	 	Recruiting of Order Specialist
	 
	 	13.	 	Processing Downtime Forms
	 
	 	14.	 	Systems Access and Requirements
	 
	 	15.	 	Systems — Managing and Maintaining equipment and access
	 
	 	16.	 	Postage
	 
	 	17.	 	Telecommunication Costs
	 
	 	18.	 	Copies

The aforementioned information shall be presented in a consistent format satisfactory to
AT&T for each invoice. Supplier will attach this information, along with other required
back-up data, to the back of a copy of the corresponding invoice

	 	•	 	Holiday Hourly Rate:

	 	 	AT&T agrees to compensate Supplier [*] times the applicable hourly rate shown above for work
performed by Order Specialist headcount during the Holidays shown in Section I. that were
previously approved by AT&T in writing.
	 
	 	 	Where the parties are to mutually agree on the headcount quantity, amount of hours to be
performed or the course of conduct or activity under this Order, or any other provisions of
this Order where the parties may need to mutually agree, in the event the parties cannot
mutually agree within ten (10) business days, Supplier agrees to carry out the expressed
requests of AT&T provided such requests are not unreasonable. In addition, the parties
agree to also promptly escalate to the next level of management for resolution.
	 
	IX.	 	For the purposes of this Order, the clause in Agreement 20070105.006.C entitled “ORDERLY
TRANSITION” is hereby deleted in its entirety and replaced with the following clause:

Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their

third party representatives, except under written agreement by the contracting Parties.

 

 

 

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ORDERLY TRANSITION

In the event of expiration or termination of this Order by either party, wherein all or some
portion of the Work will be either discontinued, performed by AT&T itself, or performed
elsewhere for AT&T, Supplier agrees to provide to the extent requested by AT&T in writing,
for a period not to exceed eighteen (18) months, its full cooperation in the orderly
transition of the Work to AT&T or elsewhere, or its discontinuance. Such orderly transition
may include but not necessarily be limited to: (1) transitioning customer accounts
including reducing headcount to such number as AT&T may request from time to time, during
such any such transition period (including the return of updated excel spreadsheet(s) that
contain customer account profiles that were provided to Supplier by AT&T for all designated
Order Specialist supported accounts. This activity includes updating the customer account
spreadsheet(s) with all necessary customer information to ensure successful transition to
another Order Specialist, (2) packing and preparing for shipment any materials or other
inventory to be transferred, (3) provision of reports, training manuals, files, and similar
media necessary for continuation of the Work transferred, and (4) continuation of Work at
reducing levels if necessary during a transition period and at reduced levels if Work is
transferred in part. AT&T will only pay compensation for OS activities which have been
specifically authorized and directed by AT&T in writing pursuant to this clause, and such
payment, if any, will be at the rates set forth in Section VIII. AT&T will provide thirty
(30) days advance written notice to Supplier of customer accounts to be transitioned or
terminated. In no event shall Supplier discontinue performing services for customer
accounts or reduce, increase or vary, the associated headcount without AT&T’s expressed
written consent.

IN WITNESS WHEREOF, the Parties have caused this Agreement No. 20070105.006.S.003 to
be executed, which may be in duplicate counterparts, each of which will be deemed to
be an original instrument, as of the date the last Party signs.

	 	 	 
	STARTEK, INC.

	 	AT&T Services, Inc.
	 
	 	 
	By: /s/ A. L. Jones

	 	By: /s/ Keith Connolly
	 
	 	 
	Printed Name: A. L. Jones

	 	Printed Name: Keith Connolly
	 
	 	 
	Title: Pres. and CEO

	 	Title: VP, Global Strategic Sourcing
	 
	 	 
	Date: 5/2/07

	 	Date: 4/12/07

Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their

third party representatives, except under written agreement by the contracting Parties.

 

 

 

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Order No. 20070105.006.003

Attachment A

Page 1 of 14

STATEMENT OF WORK

HIGH SPEED SERVICE DELIVERY

01 FEBRUARY 2007

	A.	 	Work Description

Supplier shall provide High Speed Service Delivery (“HSSD”) Ordering Services (hereinafter
“Program”) to AT&T for all AT&T services listed below and as defined in the HSSD Specialist
Functions matrix:

Frame Relay Service

	 	•	 	Full T45 Access, Port
	 
	 	•	 	Sub Rate DS-3 Access & Port

ATM Services

	 	•	 	ATM IMA Access
	 
	 	•	 	ATM T1.5 Access
	 
	 	•	 	ATM T45 Access
	 
	 	•	 	ATM Port
	 
	 	•	 	ATM Point to Point PVC/SIW PVC
	 
	 	•	 	Switched Diversity Options
	 
	 	•	 	ATM OCX

Private Line

	 	•	 	T45, OCX Services

Web Hosting

AVPN T45

The HSSD Program has four (4) functions (hereinafter “Order Specialists”), which may be
consolidated and/or renamed at AT&T’s discretion:

	 	•	 	Quality Capacity Manager (QCM)
	 
	 	•	 	Engineering Specialist (ES)
	 
	 	•	 	Disconnect Team
	 
	 	•	 	Service Interworking Team (SIW)

Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their

third party representatives, except under written agreement by the contracting Parties.

 

 

 

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Order No. 20070105.006.003

Attachment A

Page 2 of 14

HSSD Specialist Functions Matrix:

	 	 	 	 	 	 	 
	 	 	Engineering Specialist	 	 	 	Service Interworking Team
	QCM Tasks	 	(ES) Tasks	 	Disconnect Team Tasks	 	(SIW) Tasks
	Customer Connect Maintenance

	 	Address Validation & Resolution
	 	ICORE (Port Config, OSWF,

Order Status, PVCs
	 	Address Validation & Resolution
	email Inbox Maintenance

	 	BVG (Billing Validation Group)
	 	AISE
	 	BVG (Billing Validation Group)
	Workload Balancing

	 	Contract Inquiry & Resolution
	 	MIS
	 	Contract Inquiry & Resolution
	Assigning Projects based on 

Workload

	 	ASOC
	 	DocViewer
	 	ASOC
	Issue Resolution

	 	Tiedown Inquiry and Resolution
	 	POCITs Inquiry & Resolution
	 	Tiedown Inquiry and Resolution
	Managing Rejects & Resolution

	 	ICORE (Port Config, OSWF,

Order Status, PVCs
	 	Channel Checker / TRKs
	 	ICORE (Port Config, OSWF, Order

Status, PVCs
	MDS/RDS Inquiry & Resolution

	 	AISE
	 	ROMT
	 	AISE
	AISE / TIRKs / SOTs / POCITs

	 	MIS
	 	EFMS
	 	MIS
	Managing GPS (GEMS Provisioning 

System)

	 	DocViewer
	 	CTAC
	 	DocViewer
	Managing EFMS/IOM Worklist

	 	PRODIS / CT Viewer
	 	Order Issuance & Resolution
	 	PRODIS / CT Viewer
	ROAM Disconnect Maintenance

	 	POCITs Inquiry & Resolution
	 	Zone & Claim
	 	POCITs Inquiry & Resolution
	Order Management in Database

	 	UltraVailable Inquiry &

Resolution
	 	ICC, PCC, ACC
	 	UltraVailable Inquiry & Resolution
	Zone for ATM (Only)

	 	Channel Checker / TRKs
	 	Record Keeping — DDTS
	 	Channel Checker / TRKs
	Report (CPDD-HSSD)

	 	eCRM / PDM
	 	Critical IPM Project management
	 	eCRM / PDM
	Report (Disconnect)

	 	EFMS
	 	C03 Backlog & CNR Resolution
	 	EFMS
	CCRA

	 	CTAC
	 	Call Follow-up
	 	CTAC
	Database Website Maintenance

	 	Order Issuance & Resolution
	 	Scanning and reporting letters
	 	Order Issuance & Resolution
	COS/CSM/Sales Support

	 	Supps Issuance & Resolution
	 	Order Reject
	 	Supps Issuance & Resolution
	 

	 	Order Confirmation
	 	 	 	Order Confirmation
	 

	 	Zone & Claim
	 	 	 	Zone & Claim
	 

	 	ICC, PCC, ACC
	 	 	 	ICC, PCC, ACC
	 

	 	Resolution of R15 & R45 Errors
	 	 	 	Resolution of R15 & R45 Errors
	 

	 	Recordkeeping
	 	 	 	Recordkeeping
	 

	 	Cut Schedule / Test & Turn up
	 	 	 	Cut Schedule / Test & Turn up
	 

	 	Critical IPM Project Management
	 	 	 	Critical IPM Project Management
	 

	 	CARS & Tier II Escalations
	 	 	 	CARS & Tier II Escalations
	 

	 	CO3 Backlog & CNR Resolution
	 	 	 	CO3 Backlog & CNR Resolution
	 

	 	Call Follow-Up
	 	 	 	Call Follow-Up
	 

	 	Order Reject
	 	 	 	Order Reject
	 

	 	USOC / Billing Resolution	 	 	 	 

AT&T has the sole discretion to determine what AT&T accounts and projects will be handled by
Supplier. Supplier agrees that those accounts provided by AT&T will be managed by Supplier in a
quality and professional manner and in accordance with the provision of this Agreement. Supplier
shall make every effort possible to minimize internal account movement once account has been
assigned to Supplier.

Supplier shall manage the ordering process associated with AT&T’s HSSD for new and/or existing AT&T
Global Business Services customers utilizing AT&T processes and ordering systems as defined in
Section E Systems and Telephony. Supplier shall manage the HSSD Ordering process according to the
Customer Touchpoints Process which is defined as Supplier accepting customer / sales requests,
verifying completeness of received data set, gathering remaining required data set using AT&T
systems and customer information, issuing request for services through the appropriate AT&T system / process,
order management, providing regular status to customers and related AT&T internal
parties (including expected and firm due dates), resolving any jeopardies, providing limited
cutover support, and ensuring correct billing of order.

Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their

third party representatives, except under written agreement by the contracting Parties.

 

 

 

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Order No. 20070105.006.003

Attachment A

Page 3 of 14

Supplier shall be responsible for all activities supporting the HSSD Ordering process such as
training, including initial new-hire and supplemental training, orderly account transition
to / from
ORDER SPECIALIST community, metric support and management, communication and compliance of process
issues / changes, and escalation/exception management.

Supplier’s Responsibilities

Subsequent to order submission, Supplier’s Order Specialist responsibilities shall include, but
will not be limited to the following:

	 	•	 	Retrieving reports to verify all orders placed are correct,
	 
	 	•	 	Reviewing current contractual information in AT&T systems,
	 
	 	•	 	Verifying accuracy of promotion and related codes to effect accurate billing,
(this is actually done prior to placing the order)
	 
	 	•	 	Completing Customer status calls and spreadsheets,
	 
	 	•	 	Participating in Customer requested conference calls and meetings,
	 
	 	•	 	Generating Customer Stewardship Reports as mutually agreed upon between Supplier
and Customer,
	 
	 	•	 	Ensuring that the order completes by due date,
	 
	 	•	 	Monitoring and resolving orders for jeopardy status,
	 
	 	•	 	Following AT&T Customer Care “Touchpoints” (referenced above) , a process used
by the Order Specialists that requires they make contact with Customers at various
intervals in the life cycle of the project to collect or provide information:

	 	•	 	Communicating with the Customer at specific intervals
within the provisioning cycle:

	 	•	 	Confirmation of Receipt
	 
	 	•	 	Technical Assurance Call
	 
	 	•	 	Estimated Due Date
	 
	 	•	 	Firm Due Date
	 
	 	•	 	Cutover Scheduling
	 
	 	•	 	Project Completion

	 	•	 	Auditing of orders for accurate coding in Service
Request, SOTS and all associated and impacting AT&T databases,
	 
	 	•	 	Identifying all issuance errors and following up on
subsequent correcting orders to assure accurate billing,
	 
	 	•	 	Auditing order issuance and billing rejects to assure
timely and accurate billing aka reject/discord/errors management,
	 
	 	•	 	Issuing orders to correct inaccurate billing and
confirming completion,
	 
	 	•	 	Confirming completion of orders (won’t mean anything
to non-incumbent vendors) and bill post to assure timely billing

In the event jeopardy occurs, the Supplier Order Specialist will work to troubleshoot and resolve
the issue within a reasonable timeframe (as soon as possible after the jeopardy is recognized).

Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their

third party representatives, except under written agreement by the contracting Parties.

 

 

 

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Order No. 20070105.006.003

Attachment A

Page 4 of 14

Upon receipt of a Customer account from AT&T’s Technical Representative (“Gatekeeper”) or such
other person designated in writing by AT&T, Supplier’s Gatekeeper shall assign the account to a
Supplier Order Specialist(s), who will “own” the account ordering relationship in its entirety.
AT&T shall identify, in its sole discretion, which customers are supported in either a
designated or shared / pooled environment. Supplier Order Specialist will work with the AT&T
Gatekeeper to transition the account and develop the Customer relationship.

Existing or transitioned Customers wishing to add, change, or disconnect their existing network
will contact Supplier’s Order Specialist and communicate their request via electronic mail or
AT&T’s electronic ordering system following standardized order issuance procedures.

In the event that Supplier’s Order Specialist or AT&T representative identifies an issue that
warrants escalation, e.g. critical dates with regard to Access Delivery not met /or/ access
delivered by LEC however not tested or prepared for Cutover, the Order Specialist shall follow AT&T
Escalation procedures set forth in Section H. Non-Customer Specific Escalation Procedures.

	B.	 	Hours/Days of Operation

Supplier shall provide services Monday through Friday, from 8:00AM until 8:00PM Eastern Time.

In addition, services authorized by AT&T in writing, shall be provided, as determined by AT&T,
outside normal business hours to complete special projects, including the “Cutover” process where
appropriate (“Cutover” is the activity in which the AT&T works with the Customer to test and turn
up services to Customer.) Supplier shall provide, at no additional charge to AT&T, pagers to all
Order Specialists and Management for after-hours contact.

	C.	 	Volume and Forecasting Process

AT&T anticipates it will generate a volume of Work for Supplier to staff [*] Order Specialists
(subject to AT&T’s written request and written approval). Supplier agrees to provide such Order
Specialists as requested and approved by AT&T in writing per the following notification. For
headcount increases, Supplier shall provide such increased headcount within forty-five (45) days,
but no greater than sixty (60) days. For any headcount decreases, AT&T agrees to provide thirty
(30) days written notice. Supplier shall not invoice AT&T for any such decreased
headcount after the effective date of such headcount reduction stated in the written notice. AT&T
reserves the right at anytime, in its sole discretion, to make increases or decreases to said
figure in writing, for any reasons whatsoever, including without limitation the following
conditions: account movement, performance issues, changes in volume growth, and impacting
technical and system enhancements to HSSD Ordering processes which would impact the requirement of
human intervention. Supplier agrees to implement such increases or decreases as directed by AT&T.

Notwithstanding the above referenced anticipated volume and forecasts, Supplier acknowledges that
AT&T has no commitment or obligation to furnish work or compensation to Supplier and Supplier
accepts the economic risks that volumes may vary substantially upward or downward of any AT&T
forecasts. Supplier further acknowledges that AT&T’s sole obligation shall be to pay for work
actually performed
and that AT&T has no responsibility for Supplier’s refresher, continuation or attrition training
costs.

Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their

third party representatives, except under written agreement by the contracting Parties.

 

 

 

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Order No. 20070105.006.003

Attachment A

Page 5 of 14

	D.	 	Training

AT&T currently has various training programs for providers of the Program. If AT&T has an existing
training program relating to particular work at the time of execution of this Agreement, AT&T may
provide such training program to Supplier, at AT&T’s sole discretion, to allow Supplier to train
its employees. If additional training programs are necessary to train individuals to provide the
Program, Supplier and AT&T will jointly develop such training programs, to become the sole property
of AT&T.

Supplier shall provide, at Supplier’s facilities, a dedicated training and education staff for all
new hire and supplemental training for all Order Specialists, as part of the Order Specialist
requirements as set forth in this Order. Supplier warrants that this training and education staff
will have extensive knowledge of HSSD communication and skill requirements mentioned herein.
Supplier shall provide a quality-training program that ensures proficiency in both basic voice
communications and customer care soft skills. Supplier agrees that Order Specialist shall receive
the following training:

	 	•	 	Basic HSSD communications: Minimum curriculum requirements necessary to provide new
associates with a basic knowledge of HSSD communications.
	 
	 	•	 	Computer Literacy (including email, Excel, Word, PowerPoint)
	 
	 	•	 	Customer Care Skills (e.g., handling difficult customers, customer
dissatisfactions/objections, etc.)
	 
	 	•	 	Topics directly related to the products, services, systems, and processes provided by
AT&T including, but not limited to:

Duration:

Total training period, as follows:

	 	•	 	Five (5) days of training followed by
	 
	 	•	 	Fifteen (15) calendar days of on-the-job training, via mentoring by AT&T HSSD
Ordering team

Training class size shall be no greater than 15 Order Specialists without AT&T’s written approval.

The training period shown above as authorized by AT&T in writing in which AT&T has agreed to
compensate Supplier shall be invoiced at the training rate.

The minimum total training time for the Order Specialist function is five (5) days, subject to
change based upon revisions to the Work Description or process improvements provided by AT&T.

Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their

third party representatives, except under written agreement by the contracting Parties.

 

 

 

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Order No. 20070105.006.003

Attachment A

Page 6 of 14

As new AT&T processes are developed, the Order Specialists will continue to participate in training
via Teletraining, at no additional charge to AT&T.

Supplier agrees to create and maintain a Tier 1 Order Support Process to manage all Supplier
process and ongoing training issues. Such Tier 1 Order Support Process shall be staffed with
Supplier personnel trained and qualified as the Supplier’s Subject Matter Expert (“SME”) and manage
all Supplier process and training matters. AT&T and Supplier shall mutually agree to Supplier
SME’s training and qualification. Such Tier 1 Order Support process developed by Supplier shall be
the first choice of information and escalations. As a last resort, AT&T may provide, if deemed
necessary by AT&T, advice and guidance to Supplier SME for knowledge of products and services,
processes, and general information. AT&T CRM (“Customer Relationship Management”) Process
Management Personnel should be enlisted for assistance only after Supplier has exhausted all
internal resources.

Supplier shall staff Process Manager(s) responsible for:

	 	•	 	Developing with AT&T and communicating to Supplier Order Specialists any new
processes and/or changes to existing processes
	 
	 	•	 	Teletraining
	 
	 	•	 	Documentation assistance
	 
	 	•	 	Tier 1 Technical Support

Process Managers must maintain active accounts to ensure sustainable knowledge levels.

Supplier agrees to add additional Process Managers upon AT&T’s written request.

Attrition

Supplier will provide AT&T a monthly headcount report (see Table A), detailing Order Specialist
personnel losses due to attrition or other reasons (by category), headcount additions, and current
headcount. In the event Supplier personnel leave the Program and new hires are to be trained, the
attrition training costs will be borne by Supplier. Supplier agrees to a timely and orderly
transition of accounts handled by the departing Order Specialist to another fully trained Order
Specialist, with an “overlay” period of time when the departing and incoming Order Specialists are
working together in support of the transition transfer of knowledge. This same requirement is to
be implemented in respect to departing and incoming Area Managers, Process Managers, etc.

Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their

third party representatives, except under written agreement by the contracting Parties.

 

 

 

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Attachment A

Page 7 of 14

TABLE A

ATTRITION ANALYSIS

	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	Month 1	 	 	Month 2	 	 	Month 3	 	 	Month 4	 	 	...Month X	 
	Productive Headcount
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Non-Productive Headcount
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Area Managers
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	New Hires
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	FMLA (scheduled to return)
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Internal (Positive) Attrition
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	- Promotion within Project
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	- Promotion out of Project
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	- Transfers Out
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	- Retirement
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Attrition (Negative)
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	- Removal by Supplier
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	- Not a Job Match (AT&T Choice)
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	- Job Dissatisfaction (Employee Choice)
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	- More $, Same Type of Job (Employee Choice)
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	- More $, Promotion (Employee Choice)
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	ORDER SPECIALIST Average Time in Title
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 

	E.	 	Systems and Telephony

Supplier shall provide, at its sole cost and expense, all systems and telephony equipment necessary
to support the work performed. This should include, but is not limited to:

	 	•	 	PBX equipment
	 
	 	•	 	Work stations for remote access to AT&T systems
	 
	 	•	 	Sufficient equipment to handle the volumes of calls as anticipated in this Order.
	 
	 	•	 	Sufficient support and management administration to assure the continued operation
of, and maintenance of all equipment and telecommunications facilities.

Supplier shall provide all facilities necessary to access AT&T’s systems and manage the volume of
calls as AT&T deems appropriate. AT&T may provide to Supplier secure access procedures for
accessing the appropriate ordering and tracking systems along with the required operating system
requirements which Supplier agrees to follow. Additionally, AT&T will at its sole discretion
attempt to provide sufficient access (modem pools, etc.) to support remote access to systems via
Supplier provided workstations. System access shall be determined by AT&T at its sole discretion,
and may include, but not be limited to the following:

HSSD Ordering Systems:

	 	•	 	eCRM/Customer connect — C/L project requests received by QCM team and assigned
to ES
	 
	 	•	 	USRP — Universal Service Platform Request — ordering system used to place orders
for assigned projects.
	 
	 	•	 	EFMS/EFMS PM — End to End Flow-through Management System — Project Management
system for orders.
	 
	 	•	 	GSPM Homepage -various web sites used for ordering.
	 
	 	•	 	TIRKS — Trunk Integrated Record Keeping System
	 
	 	•	 	POCITs — Pending Order and Customer Inventory / Tracking System
	 
	 	•	 	PRODIS — Promotion Discount Tool
	 
	 	•	 	ROAM Tool — DDTS (Disconnect Desk Tracking System)
	 
	 	•	 	SOTS — Service Order Tracking System

Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their

third party representatives, except under written agreement by the contracting Parties.

 

 

 

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Attachment A

Page 8 of 14

	 	•	 	VANTIVE —  (EVPN)
	 
	 	•	 	AISE Tools — AT&T Interspan Services Expeditor
	 
	 	•	 	ICORE — Interspan Common Operations Resource Engineering
	 
	 	•	 	ASOC — Automated Service Order Configurators
	 
	 	•	 	MILES — Tariff reference database
	 
	 	•	 	BPS — Business Process Standardization
	 
	 	•	 	MIS SERVER — Managed Internet Services Server application

AT&T’s failure to provide system access will not constitute a breach of contract by AT&T. Such
failure shall not relieve Supplier of its obligations to timely perform Work, unless performance is
rendered impossible because of such failure.

Upon the introduction of new Systems or Systems Releases, Order Specialists will be involved in
testing and providing input on new systems functionality and/or user requirements.

Unless otherwise required by law, Supplier Order Specialists, when interfacing electronically with
AT&T customers, use a AT&T email address for the purpose of identifying that the Order Specialists
is providing services on behalf of AT&T.

F.    Change Management

	•	 	Supplier will not make any changes to AT&T policies and procedures established herein without prior written approval of
AT&T’s Technical Representative.
	 
	•	 	AT&T’s Technical Representative will be assigned and will act as liaison between Supplier and AT&T.
	 
	•	 	Program Manager will be designated by AT&T by giving written notice to Supplier.
	 
	•	 	Change requests for systems, processes and other program requirements will be submitted in writing by the party
requesting such change to the other party pursuant to the CHANGES clauses herein.
	 
	•	 	Supplier will provide dedicated Contract Management and Project Interface at no additional cost to AT&T.

	G.	 	Direct Measures of Quality (DMOQ)

Supplier shall comply with the attached Exhibit A — HSSD DMOQs, measured monthly, based on current
month’s performance. Performance categories are as follows:

	 	•	 	High-level end-to-end HSSD Ordering and Provisioning process
	 
	 	•	 	Task specific ordering work required — system order tracking
	 
	 	•	 	Basic jeopardy troubleshooting/resolution and escalation procedures
	 
	 	•	 	System access and navigation procedures

Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their

third party representatives, except under written agreement by the contracting Parties.

 

 

 

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Order No. 20070105.006.003

Attachment A

Page 9 of 14

Supplier shall comply with the established DMOQs, unless otherwise approved in writing by AT&T.
AT&T reserves the right to modify stated categories and/or DMOQs due to needs of the
business and will do so in writing with sufficient notification and Contactor agrees to comply with
such modifications.

Based on reports provided by AT&T at its sole discretion, which may include available raw data,
Supplier shall use such reports and/or data in combination with its own tracking resources to
compute the calculations of AT&T designated metrics.

Supplier shall actively participate, at no cost to AT&T, in any reasonable DMOQ improvement
initiatives as set forth by AT&T and agrees to furnish supplemental documentation upon request.

Supplier shall maintain Individual Performance records for each Order Specialist, based on the
measured DMOQs. These records shall be compiled on a monthly basis and maintained for the life of
the Agreement. Supplier shall promptly provide this detail to AT&T upon request.

Supplier shall provide Reports Analyst responsible for communicating, analyzing, and reporting on
aforementioned metrics.

In the event that one or more DMOQs listed herein are not met, Supplier shall, if requested by
AT&T, develop an action plan to correct the deficient area(s), and shall submit in writing for
AT&T’s approval, such action plan within five (5) business days after the deficiency is identified.
Upon approval by AT&T of the aforementioned action plan the Supplier shall implement the action
plan within ten (10) business days after approval.

In the event that the first action plan is not approved by AT&T, Supplier shall revise such action
plan and shall submit to AT&T in writing that action plan within ten (10) business days after the
deficiency is identified. Upon approval by AT&T, of the aforementioned action plan the Supplier
shall implement the action plan within ten (10) business days after approval.

In the event that the revised action plan is not approved by AT&T, Supplier shall revise such
action plan and shall submit to AT&T in writing that action plan within ten (10) business days
after the deficiency is identified. Upon approval by AT&T, of the aforementioned action plan the
Supplier shall implement the action plan within ten (10) business days after approval. If the
revised action plan still does not meet AT&T’s satisfaction, this failure by Supplier shall be
considered a material breach. In addition, if Supplier fails to correct the deficiencies in an
approved action plan it shall be deemed a material breach of this Order.

	H.	 	Non-Customer Specific Escalation Procedures

Supplier is wholly responsible for all escalations (provisioning activity requested in an
accelerated timeframe and requiring the intervention of Executive Management) resulting from orders
submitted by Supplier Order Specialists and must follow AT&T’s Escalation and Exception
Process.

Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their

third party representatives, except under written agreement by the contracting Parties.

 

 

 

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Attachment A

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AT&T CRM (“Customer Relationship Management”) Executive Management and/or Escalation Management
Personnel may be enlisted for assistance only after Supplier has exhausted all
internal resources. Any changes by AT&T to the current process will be communicated to Supplier
via email notification and/or alerts posted on the AT&T’s websites and becomes Supplier’s
responsibility to ensure communication, training, and compliance by all Order Specialists.

Supplier shall provide Escalation Managers responsible for ensuring compliance of the Process and
assisting Order Specialists in this effort.

	I.	 	Holidays

Supplier shall not perform nor invoice for work on AT&T’s observed holidays shown below unless
requested by AT&T in writing. If such holiday(s) are approved by AT&T in writing, Supplier shall
invoice AT&T pursuant to the Holiday Rate shown in Section VIII — PRICING.

New Year’s Day

Memorial Day

Independence Day

Labor Day

Thanksgiving Day

Christmas Day

	J.	 	Staffing

Supplier represents and warrants it will furnish qualified candidates, as described in Section b
below, to perform the Work contained herein.

	 	a)	 	AT&T may reasonably request Supplier to remove any personnel working under this Order based
on Order Specialists performance which may include, but not be limited to:

	 	•	 	Not meeting agreed upon DMOQs
	 
	 	•	 	Order Specialist provides the customer with information that misrepresents or
misleads the customer about the features and/or benefits of the program being
marketed. Examples include, but are not limited to, information about rates,
recurring charges / plan fees, intervals, etc.
	 
	 	•	 	Order Specialist is discourteous or uses inappropriate language (including racial
slurs, sexual comments, profanity, etc.)
	 
	 	•	 	Order Specialist is rude or uses inappropriate tone (yelling at a customer,
repeatedly interrupting the customer, etc.)
	 
	 	•	 	Order Specialist is being less than truthful with the customer (gross
misrepresentation of the offer or program, offering to pay the Other Common Carriers
(“OCC’s”) outstanding balance, etc.);

Supplier shall comply with such request to move such personnel. In such event, Supplier
shall replace such personnel at its sole cost and expense including all training which may
be required.

Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their

third party representatives, except under written agreement by the contracting Parties.

 

 

 

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Attachment A

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	 	b)	 	Supplier will provide the following level of service:

	 	•	 	Dedicated Order Specialists with strong customer care experience (one plus (1+)
years) and the technical skill set associated with the training outlined in Section D.
	 
	 	•	 	Minimum of High School (or equivalent) degree
	 
	 	•	 	Dedicated Area Manager to HSSD Order Specialist ratio not to exceed [*] to
[*], or as mutually agreed upon. Dedicated Area Managers assigned to support
the HSSD Order Specialists will have one plus (1+) year’s experience as a customer care
manager. Area Manager to Order Specialist ratio may deviate based on needs of the
business with prior written approval by AT&T Program Manager
	 
	 	•	 	District Manager to Area Manager ratio not to exceed [*] to [*].
	 
	 	•	 	Systems and Telephony personnel responsible for supporting hardware and software
requirements as described in Systems & Telephony
	 
	 	•	 	Reports Analyst as described in Direct Measures of Quality
	 
	 	•	 	Escalation Manager as described in Non-Customer Specific Escalation Procedures
	 
	 	•	 	Process Manager responsible for remaining current on AT&T process changes and
communicating them to Order Specialists
	 
	 	•	 	Training Personnel responsible for conducting new-hire and supplemental training
courses as defined by AT&T

The term “Dedicated” is defined as Supplier’s employees shall only work on AT&T’s Program defined
in this Order.

	K.	 	Security

In support of AT&T’s security and integrity initiatives, Supplier will abide by and assure full
compliance with the contractual requirements concerning AT&T’s proprietary information (including
but not limited to CPNI (“Customer Proprietary Network Information”) and ensure that their
employees operate with the highest standard of business ethics. Additionally, Supplier will manage
an inventory of all System IDs issued to Supplier employees, assuring the deletion of said System
IDs when Supplier employee resigns, transfers to a non-AT&T program, or transfers to other AT&T
business units other than Service Provider

	L.	 	Work Location

Supplier shall perform the Work at the following location: Grand Junction, CO.

	M.	 	Workforce Management Plan

Supplier must provide AT&T with a minimum thirty (30) day notice of any planned changes (not
including resignations) to Escalation Manager, Area, Program, District and Division Manager
position staffing. Whenever an individual in one of these positions is replaced, Supplier will
provide AT&T with a documented candidate selection and transition process, along with a description
of the proposed candidate’s skills and experience.

Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their

third party representatives, except under written agreement by the contracting Parties.

 

 

 

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Attachment A

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	N.	 	Post Outage Review and Root Cause Analysis

In the event any telecommunications services or processes are not operating properly, Supplier
shall take immediate and appropriate action in accordance with Supplier’s business continuity plan
to rectify the malfunction and shall immediately notify AT&T Representative within [*] hour of the
service-affecting situation and of remedial action taken.

Supplier shall provide root cause analysis and/or post outage review to AT&T within [*] hours after
an outage or by close of business Monday if the trouble occurs on Friday after an outage, including
the testing of all failed components, analysis of failures, identification of chronic and systemic
problems, implementation of fixes and monthly reporting on component failures and actions taken.
Results of the root cause analysis shall be provided to AT&T in writing in a format mutually agreed
to by the parties. The post outage review shall cover the details of the incident and the actions
taken for resolution and prevention.

	O.	 	Network Security Requirements

AT&T is currently reviewing its Network Security policies and procedures. The outcome of this
review may require AT&T to implement additional security requirements above and beyond the Data
Connectivity Agreement (“DCA”) associated with this Agreement. AT&T may require Supplier’s
employees to obtain security clearances in order to access and use AT&T systems. If AT&T
implements additional security requirements, both parties shall cooperate and mutually agree on
implementation of such security requirements.

	P.	 	Productivity Improvement / Cost Reduction

During the term of this Order, AT&T and Supplier shall work together to reduce total time and work
time per customer order and improve all tasks associated with this Program recognizing that quality
must not be impaired.

Supplier agrees to identify productivity improvements to drive cost reductions and headcount
reductions associated with Supplier’s billable rates, AT&T’s Program Representative has sole
discretion to review and approve any headcount reduction, productivity improvement and/or cost
reduction initiative identified by Supplier. If such headcount reduction, productivity improvement
and/or cost reduction initiative is approved by AT&T, Supplier shall implement such initiative and
once the cost savings have begun to be realized, all applicable cost reductions shall immediately
be applied to all charges by Supplier invoiced to AT&T, per the applicable rates listed in Section
VIII PRICING SCHEDULE and any gain sharing initiatives that have been mutually agreed upon. If any
substantial expense or capital investment is required by Supplier to implement an approved
productivity improvement or cost reduction initiative, AT&T and Supplier will mutually agree to any
such investment arrangement.

Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their

third party representatives, except under written agreement by the contracting Parties.

 

 

 

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Attachment A

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Within forty-five (45) days of the signing of this Agreement, Supplier and AT&T will work to
identify and quantify productivity improvement opportunities for cost reductions referenced above.
AT&T and Supplier have agreed to evaluate gain sharing opportunities on a case-by-
case basis. If both parties mutually agree to a specific gain sharing initiative, the associated
agreement shall specify how the realized cost savings will be applied.

	Q.	 	General Items
	 
	•	 	Supplier shall use its best efforts to reduce total time and work
time per order and improve all tasks associated with this Program.
Supplier will work with AT&T to quantify improvement targets.
	 
	•	 	Unless otherwise required by law, Supplier Order Specialists, when
interfacing with AT&T customers and specifically questioned
regarding their employment, Order Specialist shall use a script
provided by AT&T for the purpose of answering that the Order
Specialist is providing services on behalf of AT&T.
	 
	•	 	Any Supplier Employee related to this AT&T Global Business
Services CRM (Customer Relationship Management) program, either by
function or by title, shall not enter into business agreements,
nor act as agent for, any AT&T Network Services Competitor in
facility dedicated to this Program.
	 
	•	 	Agreements and their contents will be reviewed by both parties
during the 4th Quarter of each calendar year in order
to amend any relevant items.

	R.	 	Operational Control Compliance Provision

For all services that Supplier performs for AT&T, Supplier shall be responsible for successfully
passing all testing, audits and the specific operational controls (collectively “Control(s)”)
outlined in the attached Exhibit B of this Order.

If Supplier’s performance fails to pass the Controls that are conducted by either AT&T’s team, or
by AT&T’s third party auditor(s), or AT&T’s internal auditors, (collectively, “AT&T Auditors”),
then AT&T shall be entitled to receive a performance credit of $[*] deducted from Supplier’s
monthly invoice for each such failed Control. In addition Supplier shall also provide remediation
plans for each failed Control to AT&T in writing within15 calendar days of AT&T’s identification of
such failure, for each failed Control.

Such remediation plans are subject to AT&T’s written approval, and shall outline the method that
Supplier shall use to correct the failures and allow for successful passing of the Controls during
subsequent retesting conducted by AT&T’s Auditors by the next testing period.

Supplier’s implementation of such remediation plans shall not limit AT&T’s rights to receive the
above described performance credit, not to exceed $[*] of Supplier’s monthly invoice for the month
of the Control failure(s), to be issued as a credit to AT&T in the subsequent month’s invoice. If
Supplier’s remediation fails, then AT&T reserves the right to receive an additional performance
credit of $[*] from the invoice for the month the remediation failure occurred.

For example, during June, if Supplier fails one of the three Controls outlined in Exhibit A,
as determined by AT&T’s Auditors, then AT&T shall be entitled to a $[*] performance credit
applied to all charges incurred by AT&T for June (or for example, if two missed controls
$[*] = $[*] x 2).

Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their

third party representatives, except under written agreement by the contracting Parties.

 

 

 

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Order No. 20070105.006.003

Attachment A

Page 14 of 14

If Supplier remediates the failure in July, AT&T, at its sole discretion, may waive such
performance credit. If AT&T does not waive such performance credit, Supplier shall apply a
performance credit equal to $[*] (or if two controls are missed $[*]) from the June charges
on Supplier’s invoice issued in August.

If Supplier does not remediate the failure in July, AT&T, at its sole discretion, may impose
an additional $[*] performance credit from the June charges that shall be applied to the
invoice issued from Supplier to AT&T in September.

Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their

third party representatives, except under written agreement by the contracting Parties.Filed by Bowne Pure Compliance

 

EXHIBIT 10.105

Agreement #20070105.006.S.002

Tier III Service Management

Between

Startek, Inc.

And

AT&T Enterprise Services, Inc.

• Material has been omitted pursuant to a request for confidential treatment and such material
has been filed separately with the Securities and Exchange Commission. An asterisk within brackets
denotes omissions.

 

 

 

Order. No. 20070105.006.S.002

Attachment A — Tier III Service Management

Page 1 of 3

AGREEMENT ORDER #20070105.006.S.002

TIER III SERVICE MANAGEMENT

	 	 	 
	Supplier:

	 	StarTek, Inc.

100 Garfield St.

Denver, CO 80206

[*]

StarTek Inc. (“Supplier”) agrees to perform customer care services (“Work”), as described below for
AT&T Corp. (“AT&T”). Whenever the word “Program(s)” shall appear, the same shall mean “Work”.

	I.	 	Supplier agrees that the terms and conditions of Agreement 20070105.006.C between Supplier
and AT&T shall be applicable to the Work authorized by this Order.
	 
	II.	 	STATEMENT OF WORK — This Order authorizes Supplier and Supplier
agrees to provide the Work described below and in Attachment A
entitled “STATEMENT OF WORK”, dated 23 January 2007, attached hereto
and made a part hereof. In so doing, Supplier shall provide TIER III
Service Management customer care support in support of AT&T’s
specified Business customers on behalf of AT&T (hereinafter,
“Program(s)”).
	 
	III.	 	(A) TERM — This Order applies to all Work as described in the
STATEMENT OF WORK, effective as of April 01, 2007 and terminating on
March 31, 2008.
	 
	IV.	 	Supplier agrees to submit invoices, with supporting documentation, to
AT&T’s program Invoice Manager listed below. Invoices against this
Order shall include Agreement and Work Order Number
20070105.006.S.002, exactly as shown, and shall be submitted
electronically to AT&T”s program Invoice Manager. Supplier shall
provide a monthly invoice estimate to AT&T’s representative ten (10)
days before the actual monthly invoice is sent to AT&T.
	 
	 	 	AT&T’s program Invoice Manager:

[*]

AT&T

Worldwide Customer Service

Room 955

220 N. Meridian St.

Indianapolis, IN 46204

[*]

[*]

	V.	 	AT&T’s Program Representative is as follows:

[*]

AT&T Corp.

Office 214B

4513 Western Avenue

Lisle, IL 60532-1571

[*]

[*]

Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third

party representatives, except under written agreement by the contracting Parties

 

 

 

Order. No. 20070105.006.S.002

Attachment A — Tier III Service Management

Page 2 of 3

	VI.	 	AT&T’s Contract Representative is as follows:

[*]

AT&T Corp.

Room 1C146A

One AT&T Way

Bedminster, NJ 07921

Phone: [*]

Email: [*]

	VII.	 	Supplier’s Representative is as follows:

[*]

StarTek, Inc.

100 Garfield St

Denver, CO 80206

Phone: [*]

[*]

	VIII.	 	Maximum expenditures under this Order shall not exceed Two Million
Three Hundred Thousand Dollars ($2,300,000.00). Subject to this
maximum and notwithstanding any other provisions in this Order, the
total amount payable by AT&T for the Work shall be determined by
applying the stated rate of compensation to the Work actually
performed by Supplier. Supplier shall not render Work and AT&T
shall not be required to pay for Work in excess of the amount above,
unless Supplier has first secured an amendment to this Order
authorizing the increased expenditure.
	 
	IX.	 	PRICING SCHEDULE —
	 
	 	 	This PRICING SCHEDULE shows the amounts to be paid to Supplier for Work to be performed
under this Order following receipt and acceptance by AT&T as follows:

	 	 	 
	Description	 	Hourly Rate
	CSM I (“Customer Service Manager”)

	 	 $[*] 
	CSM II

	 	 $[*] 
	*Training

	 	 $[*] 
	Holidays

	 	 [*] times hourly rate 

*Does not include refresher, continuation or attrition training, which shall be at
Supplier’s sole cost and expense.

Supplier agrees that the rates provided above are all inclusive of the costs for the
Program, which includes but are not limited to the following items, and no other charges
shall be billed to AT&T.

Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third

party representatives, except under written agreement by the contracting Parties

 

 

 

Order. No. 20070105.006.S.002

Attachment A — Tier III Service Management

Page 3 of 3

	 	1.	 	Training (refresher, continuation and attrition training)
	 
	 	2.	 	Dedicated Area Managers
	 
	 	3.	 	Dedicated Reports Analyst
	 
	 	4.	 	Dedicated Process Managers
	 
	 	5.	 	Dedicated Escalation Managers
	 
	 	6.	 	Dedicated Supervisors
	 
	 	7.	 	Travel and Living
	 
	 	8.	 	Pagers/Cell Phones
	 
	 	9.	 	Programming (e.g., scripting, legacy programming)and all programming
production support and maintenance functions.
	 
	 	10.	 	Program/Account management functions and personnel
	 
	 	11.	 	Development and issuance of reports
	 
	 	12.	 	Recruiting of Customer Service Manager
	 
	 	13.	 	Processing Downtime Forms
	 
	 	14.	 	Systems Access and Requirements
	 
	 	15.	 	Systems — Managing and Maintaining equipment and access
	 
	 	16.	 	Postage
	 
	 	17.	 	Telecommunication Costs
	 
	 	18.	 	Copies

IN WITNESS WHEREOF, the Parties have caused the Agreement No. 20070105.006.S.002 to be
executed, which may be in duplicate counterparts, each of which will be deemed to be an original
instrument, as of the date of the last Party signs.

	 	 	 
	STARTEK, INC.

	 	AT&T, Inc.
	 
	 	 
	By: /s/ A. L. Jones

	 	By: /s/ Keith Connolly
	 
	 	 
	Printed Name: A. L. Jones

	 	Printed Name: Keith Connolly
	 
	 	 
	Title: Pres. & CEO

	 	Title: VP, Global Strategic Sourcing
	 
	 	 
	Date: 5/2/07

	 	Date: 4/12/07

Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third

party representatives, except under written agreement by the contracting Parties

 

 

 

Order. No. 20070105.006.S.002

Attachment A — Tier III Service Management

Page 1 of 14

STATEMENT OF WORK

Tier III Service Management

01 April 2007

A. Program Description

Supplier shall provide dedicated and properly trained Customer Service Managers (“CSM”) and other
supporting personnel identified herein to support AT&T’s Tier III Service Management customer
servicing role. CSMs will be required to receive inbound calls received from external customers as
well as internal referrals. For a host of products and services the CSMs will handle the functions
of responding to inquiries, ordering, billing adjustments, service/account maintenance and
optimization as described in the role definition shown below. Additionally, outbound
correspondence may be necessary to properly fulfill certain customers’ requests.

Supplier shall also provide [*] dedicated Area Manager for every [*] CSMs and perform the
services as detailed in the role definition below. The Area Manager will support and manage the
CSMs. The CSMs will be required to have access and be knowledgeable on various AT&T systems.

The CSM’s primary responsibility is to provide post sales support to specified AT&T business
customers including, but not limited to: lifecycle management, customer issue resolution, billing
resolution, service delivery, project management, stewardship and eServicing adoption. The CSM
team will receive inbound calls, emails and Project Delivery Manager (“PDM”) requests from external
customers and AT&T referrals. Additionally, outbound correspondence will be necessary to fulfill
certain requests and status customers and account teams. Exhibit A, attached hereto, contains a
matrix of services, which defines the services Supplier will support. Supplier shall comply with
any changes to this list that may be provided by AT&T. Supplier shall also perform all batch work
necessary and after call support (e.g. an offline customer service activity generated when a
customer calls and makes a request for an order, adjustment, re-rate, an error correction, or any
other service related activity that cannot be completed during the customer contact), which shall
include performing all follow-up work, needed to update accounts.

Supplier will refer to AT&T, any inquiries which are beyond the scope of this program. Supplier
will receive requests via the PDM, (i.e., the AT&T internal project management system), email,
and/or an 800 number. Supplier will follow the AT&T CSM process and role descriptions except where
noted, including metrics and performance management.

The customers in this program, currently referred to as Tier III, will total approximately 4,000
and represents no commitment on behalf of AT&T. Supplier will provide reports including their
performance against the required DMOQs set forth herein. Supplier also agrees to provide
stewardship reporting by customer as requested. Supplier shall have a reporting resource dedicated
to this project to provide daily results and reports, analysis, and recovery plans as needed. The
report manager will distribute the results as requested by AT&T.

Supplier will provide both CSM-I, (i.e., basic skill level), support and more experienced CSM-II,
(i.e., advanced skill level), support at an initial [*]:[*] ratio. AT&T reserves the right at anytime
to increase or decrease this ratio by providing written notice to Supplier.

Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third

party representatives, except under written agreement by the contracting Parties

 

 

 

Order. No. 20070105.006.S.002

Attachment A — Tier III Service Management

Page 2 of 14

CSM: Role Descriptions

Title: Customer Service Manager (“CSM”)

Work Content Summary:

Supplier’s CSM is responsible for customer life cycle management, customer issue resolution, e-Service
and service delivery support to AT&T’s Worldwide Customer Service (WCS), Service Management
organization. The CSM may be pooled or dedicated to one or several customers or undertake projects for
a variety of customers. The CSM shall act as a key liaison with AT&T’s Centers of Excellence (COE) and
contributes to customer satisfaction by helping to ensure that orders are entered, provisioned,
installed, billed, and maintained correctly and by keeping the customer informed and educated on issues
affecting their service. The CSM also pro-actively drives customer adoption of eService applications.
The CSM obtains information from and provides information to AT&T’s account team as well as provides
accurate hand-offs to the Centers of Excellence (“COE”). The may have a specialty and obtain cross
training as needed.

Major Responsibilities/Results/Outputs:

Post-Sales Support

	•	 	Organizes customer project folder
	 
	•	 	Maintains records of customer inventories for pre-identified customers
	 
	•	 	Documents site/network documents
	 
	•	 	Verifies order design in partnership with account team
	 
	•	 	Data gathers in order to complete an accurate hand-off to the COE
	 
	•	 	Provides handoffs to the Center Of Excellence (“COE”) via a Required Data Set (“RDS”), Minimum
Data Set (“MDX”), Quality Minimum Data Set (“QMDS”), and Data Services “Sales to Order” handoff forms
in a timely manner
	 
	•	 	Participates in Shared Expectations Sessions with sales center representatives
	 
	•	 	Completes appropriate Customer Confirmation Documents (“CCDs”) and Customer Information Forms (“CIFs”)
	 
	•	 	Researches and investigates complex billing issues
	 
	•	 	Sets customer expectations throughout the service delivery, billing and maintenance resolution process
	 
	•	 	Articulates to customer eService applications that match business needs
	 
	•	 	Assists AT&T’s account teams in understanding e-Service and applications for the customer.
	 
	•	 	Works with AT&T’s account teams in generating customer eService adoption activity (e.g. presentations, seminars, mailings, etc.)
	 
	•	 	Measurements are Customer Satisfaction, Associate Satisfaction, Order Quality, and Cycle Time and eService adoption rates

Life Cycle Management

	•	 	Manage moves, adds, and changes
	 
	•	 	Develops positive customer relationships and is positioned as a day-to-day contact with customers in assigned territory
	 
	•	 	Proactively schedules stewardship meetings for pre-identified accounts
	 
	•	 	Keeps account team apprised of issues affecting current or prospective service at customer, including business needs and changes.
	 
	•	 	Works with WCS members to implement process and interface initiatives with AT&T’s sales center and COE

Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third

party representatives, except under written agreement by the contracting Parties

 

 

 

Order. No. 20070105.006.S.002

Attachment A — Tier III Service Management

Page 3 of 14

	•	 	Works with AT&T’s account team to register and train customer personnel on electronic ordering and servicing tools including Business Direct applications.
	 
	•	 	Focuses on customer adoption of pre-identified eService applications by developing relationships with targeted customers provided by headquarters e-Service team as well as those provided by sales center
	 
	•	 	Develops customer relationships with additional company contacts that understand and benefit from e-Service applications.
	 
	•	 	Works with customer to assist them in understanding e-tools that will help them manage moves, adds, and changes as well as maintenance requirements
	 
	•	 	Understands process from entry of customer request into e-tool to delivery of service
	 
	•	 	Captures and reports all customer touch activities into the IA Customer Touch Database (supported by the Headquarters eService Adoption Team)
	 
	•	 	Assists with unbilled revenue resolution

Customer Issue Resolution

	•	 	Develops priorities with customer and enhances conflict resolution skills to effectively manage numerous customer issues and projects
	 
	•	 	Acts as the Customer Advocate across the WCS organization to ensure billing accuracy
	 
	•	 	Acts as the Customer Advocate across the WCS organization to ensure best-of-class eService tool development, back-end process implementation and delivery of service to the customer.
	 
	•	 	Pro-actively works on resolution of complex billing issues
	 
	•	 	Investigates and resolves billing issues, utilizing the relevant AT&T systems and coordinates with the COE/Customer Sales and Service Support (CSSS) and sales center as necessary
	 
	•	 	Coordinates with COEs to ensure integrated implementation of billing orders
	 
	•	 	Investigates and resolves maintenance issues, utilizing the relevant AT&T systems and coordinating with Maintenance, as necessary
	 
	•	 	Involves the COE, as appropriate, to write corrective complex orders as needed in the resolution of maintenance issues
	 
	•	 	Escalates to AT&T and refers to billing and maintenance contacts, as necessary
	 
	•	 	Develops strong linkages and relationships with a variety of groups responsible for supporting AT&T services
	 
	•	 	Understands and operates within interface agreements
	 
	•	 	Continues to set appropriate customer expectations of e-tool adoption throughout service delivery

Service Delivery

	•	 	Focuses on improving cycle time from Customer Purchase Decision Date (“CPDD”) to handoff to COE
	 
	•	 	Is the Customer Advocate across the WCS organization to insure On Time Performance
	 
	•	 	Sets appropriate customer expectations to service delivery guidelines
	 
	•	 	Verifies accuracy of minimum data set before hand-offs to COEs
	 
	•	 	Interfaces with equipment vendors and LECs, as necessary
	 
	•	 	Coordinates with COEs to ensure integrated implementation of orders that span multiple product lines and locations on prioritized accounts
	 
	•	 	Escalates to AT&T, as necessary, when critical dates are not meeting customer expectations and internal delivery commitments on service delivery and billing projects
	 
	•	 	Partners with the COEs and sales peer group, as appropriate, to ensure that a complete First Bill Review takes place
	 
	•	 	Coordinates and documents Root Cause Analysis (RCA) as necessary

Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third

party representatives, except under written agreement by the contracting Parties

 

 

 

Order. No. 20070105.006.S.002

Attachment A — Tier III Service Management

Page 4 of 14

Development and General Administrative

	•	 	Works with WCS management to develop technical and leadership effectiveness through shared learning, sales meetings and attendance at formal training courses to achieve competencies.
	 
	•	 	Follows WCS organization standards and guidelines.
	 
	•	 	Follows WCS and corporate administrative and expense guidelines.
	 
	•	 	Follows WCS Performance Management guidelines

Knowledge and Skill Requirements

Education:

	•	 	Bachelors degree or equivalent preferred (Minimum of High School degree required)

Experience:

	•	 	AT&T experience strongly preferred

Specialist / Technical:

	•	 	Familiarity with AT&T products, processes, and systems
	 
	•	 	Expertise with at least some AT&T systems
	 
	•	 	Project management
	 
	•	 	Computer literacy

Professional:

	•	 	Customer contact and conflict resolution skills
	 
	•	 	Time management/organizational skills

Title: Area Manager-Customer Service

Work Content Summary:

Supplier’s Area Manager-Customer Service supports teams of Customer Service Managers
(CSM’s) who are responsible for post sales support, Life Cycle management, and customer
issue resolution. The Area Manager-Customer Service ensures that the CSM team is fully
staffed, trained, and motivated to accomplish the tasks necessary to maintain
customer satisfaction, improve order quality, improve order cycle time and on
time performance. In addition, the Area Manager-Customer Service is the primary
escalation point for his/her team for the resolution of customer issues and is
responsible for assisting the Customer Service Manager in prioritizing workload.
As such, the Area Manager-Customer Service must work closely with the Sales Center team
members to balance workload and assign customers and projects to team CSMs.
Depending upon the needs of the WCS organization and the competencies of the
Area Manager-Customer Service, this manager may have CSMs reporting to them as
specialists within the eServicing, billing resolution and data gathering/service
delivery categories. The Area Manager-Customer Service reports to the Customer Service Director.

Major Responsibilities/Results/Outputs:

Hiring, Training, and Coaching

	•	 	Assist in sourcing, interviewing, and hiring employees in order to be fully staffed and maintain a “bench” of qualified prospective candidates.

Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third

party representatives, except under written agreement by the contracting Parties

 

 

 

Order. No. 20070105.006.S.002

Attachment A — Tier III Service Management

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	•	 	Work with team to implement training and development plans for each person, which address his or her individual needs. This includes formal and informal, internal and external learning opportunities.
	 
	•	 	Provide focused coaching for new-to-title employees, participate in their on-boarding activities, and ensure they receive mentoring by experienced employees.
	 
	•	 	Provide focused coaching for seasoned employees to further develop in identified specialty of e-servicing, billing resolution and order quality. Identify and coach those employees who are qualified to be cross-trained within in these role specialties.
	 
	•	 	Measure and proactively improve performance on Order Quality, Order Cycle Time, Revenue Assurance Management targets, e-servicing adoption and customer satisfaction by implementing WCS Service Management metrics for the team.
	 
	•	 	Monitor, assess and provide coaching feedback to employees on their performance (both toward business objectives and competencies) on an ongoing basis, and, as needed, for formal performance improvement plans.
	 
	•	 	Maintain focus on employee satisfaction, by supporting their career pathing and rewarding employee performance. Develop annual formal career plans for employees, as part of the Talent Capability Management program.
	 
	•	 	Ensure compliance of team members with AT&T Business Process Standardization (BPS) processes and hand-off procedures.
	 
	•	 	Work with other AT&T partners (e.g., Sales Centers/COE’s/Maintenance) to understand and refine processes and hand-off procedures.

Resource Management

	•	 	Manage team to ensure accurate Required Data Set (“RDS”) hand-off, minimize cycle time from obtainment of Minimum Data Set (“MDS”) to RDS hand-off and continuation of setting appropriate customer expectations to maximize customer satisfaction.
	 
	•	 	Work with CBMs and Sales Managers to quantify the current and forecasted Customer Service Manager workload in the sales center in terms of post sales support, Life Cycle management, and customer issue resolution tasks.
	 
	•	 	Implement WCS Service Management Project Log and Scorecard to manage workflow and track project status.
	 
	•	 	Prioritize workload and assign Customer Service Managers to projects and internal teams in accordance with WCS and corporate objectives.
	 
	•	 	Monitor progress against team workload and intervene as necessary to re-allocate resources.
	 
	•	 	Monitor internal and external customer satisfaction and work quality to drive continuous improvement.
	 
	•	 	Work with RAM and Sales Center to facilitate targeted customer billing and dispute resolution.

Escalation Management and Resolution

	•	 	Utilize appropriate resources to resolve escalations from WCS Life Cycle Team.
	 
	•	 	Manage Root Cause Analysis and learnings for shared learning and improvement
	 
	•	 	Serve as primary team resource for information or direction on ordering, provisioning, billing, and maintenance processes using Business Process Standardization (BPS) as the primary resource.

Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third

party representatives, except under written agreement by the contracting Parties

 

 

 

Order. No. 20070105.006.S.002

Attachment A — Tier III Service Management

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Development and General Administrative

	•	 	Work with WCS management to develop technical and leadership effectiveness through shared learning, peer meetings and attendance at formal training courses to achieve competencies.
	 
	•	 	Attend industry and customer seminars and keep abreast of trends via Internet or trade publications to broaden learning experience.
	 
	•	 	Follow WCS organization standards and guidelines.
	 
	•	 	Follow WCS and corporate administrative and expense guidelines.

Knowledge and Skill Requirements

Education:

	•	 	Bachelors degree or equivalent

Experience:

	•	 	Project management
	 
	•	 	Large team management experience is highly recommended

Specialist / Technical:

	•	 	In-depth knowledge of AT&T products, processes, systems, and escalation procedures
	 
	•	 	Computer literacy

Professional:

	•	 	Strong interpersonal skills
	 
	•	 	Coaching and developing
	 
	•	 	Communication
	 
	•	 	Project management
	 
	•	 	Resource management
	 
	•	 	Time management
	 
	•	 	Multi-tasking
	 
	•	 	Team leadership
	 
	•	 	Business skills

B. Hours/Days of Operation

Supplier shall perform the Work Monday through Friday from 8:00 a.m. to 8:00 p.m. Eastern Time (“ET”).

Supplier shall provide 24X7X365 day coverage for maintenance escalations

Supplier shall manage the CSM Full Time Equivalent (“FTEs”) to cover the time periods set forth
above. CSMs shall not exceed 40 hours in any given week with prior written approval by AT&T.

The above hours and/or days of operation are subject to change as agreed upon or designated in
writing by AT&T.

Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third

party representatives, except under written agreement by the contracting Parties

 

 

 

Order. No. 20070105.006.S.002

Attachment A — Tier III Service Management

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C. Holidays

Supplier shall not perform nor invoice for work on AT&T’s observed holidays shown below unless
requested by AT&T in writing. If such holiday(s) are approved by AT&T in writing, Supplier shall
invoice AT&T pursuant to the Rates shown in Section IX — PRICING SCHEDULE.

New Years Day

Memorial Day

Independence Day

Labor Day

Thanksgiving Day

Christmas Day

D. Staffing

Supplier shall provide [*] CSM-II dedicated resources to perform the work pursuant to the “Role
Description” and “Knowledge and Skill Requirements” set forth in Section A as they pertain to the
AT&T’s TIER III Service Management Function. AT&T reserves the right at anytime, in its sole
discretion, to increase or decrease the number of CSMs by providing written notice to Supplier, for
any reason whatsoever, including without limitation the following conditions: performance issues
and/or changes in volume growth.

E. Span of Control

Supplier shall provide [*] dedicated Area Manager (“AM”) for every [*] CSMs that are staffed.

F. Training

AT&T currently has various training programs for providers of the Program. If AT&T has an existing
training program relating to particular work at the time of execution of this Agreement, AT&T may
provide such training program to Supplier, at AT&T’s sole discretion, to allow Supplier to train
its employees.

Supplier trainers shall participate in such training programs, at no cost to AT&T. AT&T
representatives may deliver this training class. AT&T reserves the right to determine the number
of Supplier trainers and such training shall take place at Supplier’s facility. If AT&T requires
the trainers to be trained at AT&T’s’ facility, the parties will mutually agree on any travel and
living expenses.

Supplier shall provide, at Supplier’s facilities, a training and education staff for all new hire
and supplemental training for all CSMs and AMs. Supplier warrants that this training and education
staff will have extensive knowledge of voice communication and skill requirements mentioned herein.
Supplier shall provide a quality-training program that ensures proficiency in both basic voice
communications and customer care soft skills. Supplier agrees that CSMs and AMs shall receive the
following training:

	•	 	Basic voice communications: Minimum curriculum requirements
necessary to provide new associates with a basic knowledge of
voice communications.
	 
	•	 	Customer Care Skills (e.g., handling irate customer, etc.)

Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third

party representatives, except under written agreement by the contracting Parties

 

 

 

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Attachment A — Tier III Service Management

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Training class size shall be no greater than [*] CSMs without AT&T’s written approval.

The total training time for new CSMs or AMs is [*] hours, subject to change
upon written notification by AT&T.

Training shall cover the following topics directly related to the products and services provided by
AT&T. Such training shall include, but not be limited to:

	•	 	The applications, components, etc. of TIER III services;
	 
	•	 	The understanding of how the services work and the various components;
	 
	•	 	Customer Care Skill Set;
	 
	•	 	Telephone Skills; and
	 
	•	 	Customer dissatisfactions/objections.

AT&T may provide necessary job aides whom Supplier’s CSMs shall use to accurately complete ordering
screens.

Supplier shall provide AT&T with any requested copies of all testing materials and test scores.

Supplier agrees that specific AT&T educational modules conducted by Supplier include, but are not
limited to:

	 	 	 	 	 	 	 
	Voice	 	Data	 	Voice and Data	 	Local
	• Advanced Features (Includes simple & complex)

• BAC/FIS/CIA

• Circuit Sizer

• International SVC Implementation

• International Toll Free

• IOM Switched

• ISOR-International Services Order Req.

• OneNet

• OT — Order Taker

• RDS Referrals

• Safer

• SDN Implementation

• SSIRS

• Thrifty Biller

• Toll Free Mega-com Products

• Turbo TAC Process

• UAM on the Web/UB Biller

• UIS — Nodal

• VTNS

• WATS/SOP

	 	• Accunet Complex

• Accu-Ring Implementation Overview

• ATM Process Overview

• Data Implementation & Inventory Systems

• Frame Relay Basics

• Frame Relay Complex

• INCS

• IP Enabled FR

• Private Line Overview

• UIS-FR, ATM INCS

• UIS-PL

• VTNS-Data Ordering

	 	• ABN (Lifecycle)

• Access Arrangements

• Billing Scorecard

• BMP-Maintenance BPS- Bus Process Standard 

• CBS — Billing

• Churn Tool

• Class-EAO

• CMT — Contract Management Tool

• COBRA

• Doc Viewer

• EFMS

• EFMS — Escalation

• Exception Process

• EOL-SAART

• FIND IT

• PDM — Project Development Manager

• POCITS

• PRODIS-Contracts

• SOTS

• TIRKS/ACMS

• MDS Handoff

	 	• Local Service Tools

• LIFE

• Martin

• MAC-D

• Network Primer

• Prime Products

• ADS Local/STO

Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third

party representatives, except under written agreement by the contracting Parties

 

 

 

Order. No. 20070105.006.S.002

Attachment A — Tier III Service Management

Page 9 of 14

AT&T Provided Training:

AT&T may provide, if deemed necessary by AT&T, Subject Matter Expertise (“SME”) for knowledge of
products and services, processes, and general information.

Attrition

Supplier will provide AT&T a monthly headcount report (see Table A), detailing CSM personnel losses
due to attrition or other reasons (by category), headcount additions, and current headcount. In
the event Supplier personnel leave the Program and new hires are to be trained, the attrition
training costs will be borne by Supplier. Supplier agrees to a timely and orderly transition of
accounts handled by the departing CSM to another fully trained CSM.

TABLE A

ATTRITION ANALYSIS

	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	Month 1	 	 	Month 2	 	 	Month 3	 	 	Month 4	 	 	...Month X	 
	Productive Headcount
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Non-Productive Headcount
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Area Managers
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	New Hires
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	FMLA (scheduled to return)
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Internal (Positive)Attrition
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	- Promotion within Project
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	- Promotion out of Project
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	- Transfers Out
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	- Retirement
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Attrition (Negative)
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Removal by Supplier
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	- Not a Job Match (Company Choice)
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	- Job Dissatisfaction (Employee Choice)
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	- More $, Same Type of Job (Employee Choice)
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	- More $, Promotion (Employee Choice)
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	- Personal Reasons (Employee Choice)
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 

Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third

party representatives, except under written agreement by the contracting Parties

 

 

 

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Attachment A — Tier III Service Management

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G. Systems

Supplier shall provide, at its sole cost and expense, access to the following AT&T systems as
defined by AT&T.

	 	•	 	International Service Order Request (“ISOR”)
	 
	 	•	 	Billing And Collection (System)/ Financial Information System/ Consolidated Inquiry
and Adjustment System (“BAC/FIS/CIA”)
	 
	 	•	 	ABN Inventory System (“UAM on the WEB”)
	 
	 	•	 	Customer Order And Billing Revenue Administration (“COBRA”)
	 
	 	•	 	Web based system used to add promo / RJA codes to circuits billing incorrectly
(“Churn Tool”)
	 
	 	•	 	System used to look up account assignment (“EOL-SAART “)
	 
	 	•	 	Customized Local Access Signaling Services-Electronic Access Ordering (“CLASS-EAO”)
	 
	 	•	 	Business Maintenance Platform (“BMP”)
	 
	 	•	 	Contract Billing System (“CBS”)
	 
	 	•	 	Account created when customer does not have billing account established with AT&T.
Also system used to look up Thrifty billing (“Thrifty”)
	 
	 	•	 	Web based system used to calculate trunking for T1.5 voice sizing (“CIRCUIT SIZER”)
	 
	 	•	 	Contract Management Tool (“CMT”)
	 
	 	•	 	AT&T’s system to look up Contracts (“Contrax”)

Information given to callers or collected by Supplier representatives will be taken from and/or
input into AT&T systems. In the event that the AT&T systems go down, Supplier shall capture call
information on the AT&T-provided downtime forms. Supplier agrees that it will then input
information from these downtime forms into the AT&T system once the system is restored. Periods of
time during the day in which occupancy is lowest will be utilized to perform this function. This
information will be input into the system as soon as reasonably possible but not to exceed [*]
hours after restoration of the impacted systems. However, if system downtime exceeds one (1)
outage per day of more than two (2) hours, Supplier shall provide AT&T with timeline expectations,
as mutually agreed upon in writing by Supplier and AT&T, for inputting the information for each day
of the month that this condition exists. Downtime forms will be destroyed or sent to AT&T, as
directed by AT&T. Supplier will destroy any downtime forms not requested to be sent to AT&T within
twenty-four (24) hours.

H. Direct Measures of Quality (“DMOQs”)

Supplier shall adhere to the DMOQs shown below and to the Individual Performance Objectives and
targets shown on Exhibit B, attached hereto. AT&T reserves the right to revise and/or add DMOQs at
AT&T’s sole discretion by providing written notice, and Supplier agrees that it shall adhere to
such revised/additional DMOQs.

Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third

party representatives, except under written agreement by the contracting Parties

 

 

 

Order. No. 20070105.006.S.002

Attachment A — Tier III Service Management

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DMOQs requirements:

	 	 	 	 	 	 	 
	Description	 	Objective	 	Metric
	Zone 0 cycle time

	 	•
	 	Customer
Purchase Decision Date
(“CPDD”) to Minimum Data Set
(“MDS”) received
	 	[*] days
	Zone 1 cycle time

	 	•
	 	MDS
received to Required Data Set
(“RDS”) submit
	 	[*] days
	 

	 	•
	 	RDS submit
to RDS approved
	 	[*] days
	Total 0 + 1	 	CPDD to RDS approved
	 	[*] days
	RDS accuracy	 	% RDS accepted first time
	 	[*]%
	Stewardship Management -
Providing Customer
Service Plans, Customer
Action Plans,
Stewardship Scorecards
and managing Work In
Progress when
applicable.	 	See Exhibit B
	 	See Exhibit B

Notwithstanding Supplier’s successful meeting of the DMOQs set forth in this Section, AT&T
reserves the right to recover damages for any and all individual failures to perform as required by
the terms and conditions of this Agreement. Consequently, for example, even if Supplier’s
performance is within the DMOQ objective, such as the CPDD to RDS approved objective, any Supplier
individual failure may nevertheless be considered a material breach for which AT&T does not waive
its right to recover damages.

Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third

party representatives, except under written agreement by the contracting Parties

 

 

 

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DMOQs shall be measured and reported in detail by Supplier using the following sample spreadsheet
format as required by AT&T on a daily/weekly/monthly basis.

	 	 	 	 	 	 	 	 	 
	Tier III RDS SCORECARD	 	03/08	 	 	03/15	 
	 
	 	 	 	 	 	 	 	 
	New Acq. / Lifecycle / All Services
	 	 	 	 	 	 	 	 
	Projects in (Project Create in Period)
	 	 	[*]	 	 	 	[*]	 
	-Projects In, RDS Status = Approved
	 	 	[*]	 	 	 	[*]	 
	-Projects in RDS Status = Rejected
	 	 	[*]	 	 	 	[*]	 
	-Projects in RDS Status = Submitted
	 	 	[*]	 	 	 	[*]	 
	 
	 	 	 	 	 	 	 	 
	MDS
	 	 	 	 	 	 	 	 
	MDS Received
	 	 	[*]	 	 	 	[*]	 
	MDS Approved (Sales Portal Only)
	 	 	[*]	 	 	 	[*]	 
	MDS Received & On-Time
	 	 	[*]	 	 	 	[*]	 
	% Received on Time (CPDD +[*] days)
	 	 	[*]	 	 	 	[*]	 
	 
	 	 	 	 	 	 	 	 
	RDS
	 	 	 	 	 	 	 	 
	RDS Submit
	 	 	[*]	 	 	 	[*]	 
	RDS Approved
	 	 	[*]	 	 	 	[*]	 
	Book to Bill Ratio (RDS Submit / RDS Approved)
	 	 	[*]	 	 	 	[*]	 
	RDS Submitted On-Time
	 	 	[*]	 	 	 	[*]	 
	RDS Approved On-Time
	 	 	[*]	 	 	 	[*]	 
	RDS Approved First Time
	 	 	[*]	 	 	 	[*]	 
	% Submitted On-Time (CPDD +[*] days)
	 	 	[*]	 	 	 	[*]	 
	% Approved On-Time (CPDD +[*] days)
	 	 	[*]	 	 	 	[*]	 
	% RDS Approved 1st Time
	 	 	[*]	 	 	 	[*]	 
	 
	 	 	 	 	 	 	 	 
	Cycle Times (RDS Approved in period)
	 	 	 	 	 	 	 	 
	CPDD to MDS Received
	 	 	[*]	 	 	 	[*]	 
	MDS Received to MDS Approved (Sales Portal Only)
	 	 	[*]	 	 	 	[*]	 
	MDS Received to RDS Submitted
	 	 	[*]	 	 	 	[*]	 
	MDS Approved to RDS Submitted (Sales Portal Only)
	 	 	[*]	 	 	 	[*]	 
	RDS Submitted to RDS Approved
	 	 	[*]	 	 	 	[*]	 
	CPDD to RDS Approved
	 	 	[*]	 	 	 	[*]	 

The attainment of DMOQ’s in Exhibit B will be determined by a AT&T generated scorecard that
will provide results for customers in the Tier III Program. In addition, the Supplier will
maintain a scorecard tracking the Stewardship component of the program.

Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third

party representatives, except under written agreement by the contracting Parties

 

 

 

Order. No. 20070105.006.S.002

Attachment A — Tier III Service Management

Page 13 of 14

I. Quality Monitoring

Supplier shall provide to AT&T, at no additional charge, remote quality monitoring in accordance
with the clause entitled “Quality Monitoring” shown in Appendix H of the Contact Center Agreement
20070105.006.C.

J. Reports

Supplier shall provide to AT&T detailed daily/weekly/monthly reports, as requested by AT&T
including call center metrics and their performance against the required DMOQs identified herein.
Supplier will provide detail electronically, including via a web based portal. Supplier shall also
provide action plans needed to track, on a daily basis the metrics, exception reports, etc. In
addition, Supplier shall provide Tier III customer contact characteristics, which include, but are
not limited to: request type, service involved, disposition, etc., as determined by AT&T.

Supplier shall staff one (1) Dedicated Reports Analyst responsible for communicating, analyzing,
and reporting on aforementioned metrics.

K. Work Location

Supplier shall perform the Work at the following location: Greeley, CO

L. Workforce Management Plan

Supplier must provide AT&T with a minimum [*] day notice of any planned changes (not including
resignations) to Escalation Manager, Area, Program, District and Division Manager position
staffing. Whenever an individual in one of these positions is replaced, Supplier will provide
AT&T with a documented candidate selection and transition process, along with a description of the
proposed candidate’s skills and experience.

M. Post Outage Review and Root Cause Analysis

In the event any telecommunications services or processes are not operating properly, Supplier
shall take immediate and appropriate action in accordance with Supplier’s business continuity plan
to rectify the malfunction and shall immediately notify AT&T Representative within [*] hour of the
service-affecting situation and of remedial action taken.

Supplier shall provide root cause analysis and/or post outage review to AT&T within [*] hours after
an outage or by close of business Monday if the trouble occurs on Friday after an outage, including
the testing of all failed components, analysis of failures, identification of chronic and
systemic problems, implementation of fixes and monthly reporting on component failures and actions
taken. Results of the root cause analysis shall be provided to AT&T in

writing in a format mutually agreed to by the parties. The post outage review shall cover the
details of the incident and the actions taken for resolution and prevention.

P. Network Security Requirements

AT&T is currently reviewing its Network Security policies and procedures. The outcome of this
review may require AT&T to implement additional security requirements above and beyond the Data
Connectivity Agreement (“DCA”) associated with this Agreement. AT&T may require Supplier’s
employees to obtain security clearances in order to access and use AT&T systems. If AT&T
implements additional security requirements, both parties shall cooperate and mutually agree on
implementation of such security requirements.

Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third

party representatives, except under written agreement by the contracting Parties

 

 

 

Order. No. 20070105.006.S.002

Attachment A — Tier III Service Management

Page 14 of 14

Q. Productivity Improvement / Cost Reduction

During the term of this Order, AT&T and Supplier shall work together to reduce total time and work
time per customer order and improve all tasks associated with this Program recognizing that quality
must not be impaired.

Supplier agrees to identify productivity improvements to drive cost reductions and headcount
reductions associated with Supplier’s billable rates. AT&T’s Program Representative has sole
discretion to review and approve any headcount reduction, productivity improvement and/or cost
reduction initiative identified by Supplier. If such headcount reduction, productivity improvement
and/or cost reduction initiative is approved by AT&T, Supplier shall implement such initiative and
once the cost savings have begun to be realized, all applicable cost reductions shall immediately
be applied to all charges by Supplier invoiced to AT&T, per the applicable rates listed in Section
IX PRICING SCHEDULE and any gain sharing initiatives that have been mutually agreed upon. If any
substantial expense or capital investment is required by Supplier to implement an approved
productivity improvement or cost reduction initiative, AT&T and Supplier will mutually agree to any
such investment arrangement.

Within forty-five (45) days of the signing of this Agreement, Supplier and AT&T will work to
identify and quantify productivity improvement opportunities for cost reductions referenced above.
AT&T and Supplier have agreed to evaluate gain sharing opportunities on a case-by-case basis. If
both parties mutually agree to a specific gain sharing initiative, the associated agreement shall
specify how the realized cost savings will be applied.

Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third

party representatives, except under written agreement by the contracting Parties

 

 

 

Tier III Front End

Statement of Work

20070105.006.S.002 Exhibit A

Page 1 of 1

	 	 	 	 	 
	 	 	Fully Supported by Tier III Service	 	Not Supported by Tier III Service
	Services/Organizations	 	Management	 	Management
	 
	 	 	 	 
	Billing

	 	Correcting Orders Only	 	 
	 
	 	 	 	 
	 

	 	Investigation and Escalation
	 	National Billing Organization (NBO)
	 
	 	 	 	 
	Data

	 	Private Line, Frame Relay, INCS, SINA	 	 
	 
	 	 	 	 
	 

	 	IP/MIS Stand alone, MNS	 	 
	 
	 	 	 	 
	High Speed Data

	 	ATM, T45/DS3, OCX
	 	Hosting
	 
	 	 	 	 
	International — Core and High Speed Services

	 	Fully Supported	 	 
	 
	 	 	 	 
	Local

	 	ADL (AT&T Digital Link)	 	 
	 
	 	 	 	 
	 

	 	ALS Local (Prime)	 	 
	 
	 	 	 	 
	MAC-D

	 	UniPlan and ABN	 	 
	 
	 	 	 	 
	 

	 	ABN IP/MIS	 	 
	 
	 	 	 	 
	Maintenance

	 	Fully Supported	 	 
	 
	 	 	 	 
	Nodal

	 	Private Line (Access), Advance

Feature, ISDN, SDN, OneNet, VTNS,

SINA
	 	New ABN
	 
	 	 	 	 
	Project Management

	 	Simple Project Management and Top Cat
	 	Complex — NPM Big Dawg
	 
	 	 	 	 
	Switched Services

	 	Complex (i.e., in conjunction with a
COE RDS or in association with
Advanced Features)
	 	Simple (those supported by RDS to Care or IOM)

AT&T reserves the right to add/subtract services supported so long as functionality required
is similar to support provided on other services to date.

Proprietary Information

The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third

party representatives, except under written agreement by the contracting Parties

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