Nextel is responsible for support of the Nextel service, the Nextel network, and the telecommunications elements of the Nextel Wireless Web Service. Operator is responsible for all support of Operator Services. Operator’s toll-free telephone number that Nextel may provide to End-users experiencing problems with Operator Services is 1-800-______________, which toll-free number will be answered in person 24 hours a day, 7 days a week, 365 days a year. If Operator determines the problem is due to End-user error, an Operator customer service representative will walk the End-user through the necessary steps to use the Service. In all other cases, Operator will follow the “Trouble Identification and Resolution Process” set forth above.
The following table lists the points of contact for consultation and escalation of technical issues between Operator and Nextel. All Nextel and End-user calls to Operator will be answered 365 days a year, 7 days a week and 24 hours a day.
Nextel Contacts (For Operator Use)
Call Types | Nextel Department | Nextel Phone Numbers to Use | Hours of Operation |
End-user Issues | Nextel Customer Care | 1-800-639-6111 | 7 days a week 24 hours a day |
Operational Issues | NOC | 1-877-207-9125 | 7 days a week 24 hours a day |
Operator Contacts (For Nextel Use)
Call Types | Operator Department | Operator Phone Numbers to Use | Hours of Operation |
End-user Issues | Operator Customer Care | xxx-xxx-xxxx | 7days a week 24 hours a day |
Operational Issues | NOC/Data Operations | xxx-xxx-xxxx | 7days a week 24 hours a day |
IV. Open Issues List and Reporting
There are two types of weekly Operator reporting that will be required: operational and customer care.
Operational Reporting
Operator will provide weekly reports to Nextel’s NOC via email to mcleannoc@nextel.com and pnoc@nextel.com, on the status of all issues reported by Nextel during the week of the report no later than Tuesday of the following week. This report will contain the date that the issue was opened, a summary of the issue, the current issue status and, if resolved, the date and description of the resolution. This report shall be submitted to Nextel no later than Tuesday of the week following the immediately preceding week.
NEXTEL ONLINE HANDSET PLACEMENT AGREEMENT - CONFIDENTIAL
Customer Care
A monthly report containing the following information will be provided to Nextel’s NOC via email to [insert email address] by the Operator no later than the first Friday of the month following the immediately preceding month:
· | Number of calls transferred from Operator to Nextel. |
· | Time of resolution for each call and how it was resolved. |
A quarterly report containing the following information will be provided to Nextel’s NOC via email to [insert email address] by the Operator no later than the second Friday of the month following the immediately preceding quarter:
· | Total number and description of unresolved issues. |
· | Number of customer care calls Operator receives each month of the quarter being reported. |
V. Applications Performance Validation and Change Control
Objectives of the Applications Performance Validation and Change Control Process
The objectives of the Applications Performance Validation and Change Control Process are to assure that all Applications meet, and continue to meet, Nextel’s expectation for performance and feature functionality. This process defines the series of subprocesses required to assure Application performance and system-level compatibility throughout the Application and supporting systems life cycle. These subprocesses and the associated responsibilities are set forth below.
Application Validation & Verification (“AV&V”)
The goal of the AV&V process is to capture and/or quantify functional and performance issues and/or metrics related to an Application or Service offering prior to commercial launch or cutover. Qualifying activities may include:
· | Applications not previously deployed with Nextel’s general service offerings, Software releases and upgrades and updates associated with Applications actively available as a part of Nextel’s general service offering; |
· | New releases and upgrades associated with Applications actively available as a part of Nextel’s general service offering; |
· | Bug fixes and patches to be applied to actively available Applications, any upgrades or modifications to the Applications hardware or software platform; and |
· | Any modification, upgrades, updates or changes to the communications (WAN) component of the Applications offering. |
The information obtained during the testing stage of this process shall be disseminated to the various responsible constituencies within Nextel as requested by Nextel for the general purposes of Care and network planning. Nextel and the Operator will cooperate to assure that testing occurs on a release or version of the software, platform, and communications environment prior to commercial release or cutover.
Application Change Process
Operator will notify Nextel Operations of all Application, communications and hosting/platform related changes, maintenance and upgrades that affect the application feature functionality or may be customer impacting. Notification will be made by means of a mutually agreed format and single point of contact at least thirty (30) days prior to the change. For each planned change or upgrade, an open problem list of key critical issues shall be maintained by Operator. This list must be made available to Nextel prior to and as part of the AV&V process. This will allow Nextel and Operator to complete analysis and testing, if required, to confirm continued Applications operation. Based on the information provided in regards to the application update, Nextel will determine whether the impact to the user would require the application to be submitted to Nextel’s AV&V process.
If Nextel determines that the AV&V process is necessary, new releases will be submitted through the Nextel point-of-contact [the specific Business Development/Product Manager] (“POC”), employing the existing Nextel documentation and request forms that will be provided by Nextel. AV&V Requests submitted for software releases will detail all new feature functionality and performance changes associated with the release. Releases will be managed and deployed according to the agreed to FOA process. All new software releases must be compatible with all current and previous versions (at least two prior versions) of software and Applications, except, in certain cases where prior written consent has been obtained from Nextel.
Maintenance
Operator will provide Nextel with a 30/60 day rolling schedule for planned maintenance. This schedule will define the nature of the planned maintenance and what, if any, End-user or system impact can be anticipated. Nextel’s NOC will be notified of all unplanned maintenance or changes as described in the “Notifications/Alerts to Nextel” section of this SLA.
NEXTEL ONLINE HANDSET PLACEMENT AGREEMENT - CONFIDENTIAL
Exclusive Remedy for Breach
The Parties agree that, notwithstanding any provisions to the contrary in the Agreement, the exclusive remedy for a breach of any obligation set forth in this SLA or any contractual provision of the Agreement pertaining to the obligations in this SLA, shall be a right of termination of under Section 9.2(ii) of the Agreement.
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NEXTEL ONLINE HANDSET PLACEMENT AGREEMENT - CONFIDENTIAL