EXHIBIT 10.55
Confidential Materials omitted and filed separately with the Securities and
Exchange Commission.
Asterisks denote omissions.
Lakeland MSA
MANAGEMENT SERVICES AGREEMENT
-----------------------------
INTRODUCTION
THIS AGREEMENT is entered into and is effective as of March 22, 1999 between ICT
GROUP Inc. ("SUPPLIER"), 800 Town Center Drive, Langhorne, PA, 19047-1748 and
Cellular Express, Inc., d/b/a Boston Communications Group ("BUYER"), 100 Sylvan
Road, Suite 100, Woburn, MA 01801.
BACKGROUND
SUPPLIER is in the business of providing call center services to the business
community. SUPPLIER and BUYER desire to enter into this Agreement pursuant to
which, SUPPLIER will plan, manage, operate and handle calls for BUYER within
SUPPLIER's Lakeland, Florida call center in accordance with the terms and
conditions of the Agreement.
TERMS AND CONDITIONS
SECTION 1. SERVICE
1.1 Included Services. In consideration of the payment by BUYER to SUPPLIER of
the amounts due under this Agreement, SUPPLIER agrees that it will furnish
the BUYER with the specific Scope of Services described in Exhibit A and
the specific Service Levels described in Exhibit B. A separate Scope of
Services [Exhibit "A"], Service Level [Exhibit "B"] and Pricing [Exhibit
"C"] document will be created for each BUYER [or Client of BUYER] program
supported by SUPPLIER.
1.2 Supplemental Services. SUPPLIER may provide Supplemental Services, subject
to the availability and expertise of SUPPLIER personnel, at such additional
cost for such Supplemental Services as agreed by both parties. Any
Supplemental Services shall be provided in accordance with the terms and
conditions of this Agreement and shall be pursuant to an approved Service
Enhancement Request (see Section 10).
SECTION 2. CERTAIN BUYER OBLIGATIONS
2.1 In order for SUPPLIER to perform its obligations hereunder, BUYER agrees to
use its best efforts to keep its Information current and its
Telecommunications Equipment operational at all times. Equipment failure
will negatively impact performance and Service Levels. SUPPLIER shall not
be liable to BUYER for any failure or delay in furnishing BUYER with the
Services at specified Service Levels to the extent that such failure is
attributable to a failure of BUYER's equipment.
2.2 Upon SUPPLIER's reasonable request, BUYER agrees to make its personnel,
including appropriate professional personnel, administrative personnel and
other employees, reasonably
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available for consultation at mutually convenient times and places in order to
assist SUPPLIER to perform its own obligations under this Agreement.
SECTION 3. TERM
3.1 Subject to Section 14 "Termination," the initial term of this Agreement
shall commence on March 22, 1999 effective date) and continue through March
22, 2004 [the "Initial Term").
3.2 Each 'individual program covered under the terms and conditions of this
Agreement will be detailed in a unique set of Exhibits, attached hereto,
which may contain unique term provisions.
3.3 This Agreement shall automatically renew for a period of one (1) year after
the end of the Initial Term and from year to year thereafter unless prior
written notification is provided to either party 180 days prior to
expiration of the Initial Term or any renewal term.
SECTION 4. QUALITY ASSURANCE
4.1 SUPPLIER agrees to use its best efforts at all times to provide prompt and
efficient service as described in Exhibit "A",
4.2 A comprehensive system of observation and monitoring of all activities will
be employed. SUPPLIER's ACD will provide BUYER with silent monitoring of
phone presentations from the BUYER's location or on SUPPLIER's premises as
requested by BUYER. SUPPLIER shall advise all people to be monitored that
they are subject to silent and other monitoring during work.
SECTION 5. CONFIDENTIALITY
5.1 Confidential Information Defined
As used in this Agreement, "Confidential Information" means all information
of the BUYER or SUPPLIER [the party or parties] that is not generally known
to the public, whether of a technical, business or other nature (including,
without limitation, trade secrets, know-how and information relating to the
technology, customers, business plans, promotional and marketing
activities, finances and other business affairs), that is disclosed by
either party to the other and that has been identified as being proprietary
and/or confidential. Without limitation, all references in any form or
medium whatsoever to Subscriber's (i) name, address, phone number (ii)
account balances, (iii) call records, (iv) transaction records, or (v)
other information is and shall remain BUYER Confidential Information.
5.2 Prohibition on Disclosure and Use
Except as expressly provided in this Agreement, neither party shall
disclose Confidential information to anyone without the other party's prior
written consent. Neither party shall use, or permit others to use, the
other party's Confidential Information for any purpose other than the
performance of this Agreement. Both parties shall take all reasonable
measures to avoid unauthorized disclosures, dissemination, or use of
Confidential Information, including, at a minimum, those measures it takes
to protect its own confidential information of a similar nature.
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5.3 Restrictions on Personnel
Both parties shall restrict the possession, knowledge, development, and use
of Confidential Information to its employees, agents, subcontractors, and
entities controlled by it (collectively, "Personnel") who have a need to
know Confidential Information in connection with the performance of this
Agreement. Each party's Personnel shall have access only to the
Confidential Information they need for such purpose. Each party shall
ensure that its Personnel comply with this Agreement.
5.4 Disclosure to Governmental Authority
If either party becomes legally obligated to disclose Confidential
Information to any governmental entity with jurisdiction over it, it shall
give the other party prompt written notice to allow that party to seek a
protective order or other appropriate remedy. The obligated party shall
disclose only such information as is legally required and shall use its
reasonable best efforts to obtain confidential treatment for any
Confidential Information that is so disclosed.
5.5 Exceptions
The provisions of this Section 5 shall not apply to any information that
can be shown by documented evidence: (i) to be publicly available without
breach of this Agreement; (ii) to have been known to either party at the
time of its receipt from the other party; (iii) to have been rightfully
received from a third party who did not acquire or disclose such
information by a wrongful or tortuous act; (iv) to have been independently
developed by either party without access to any Confidential Information;
or (v) to have been approved for release by either party in writing.
5.6 Ownership of Confidential Information
All Confidential Information shall remain the exclusive property of the
BUYER or the SUPPLIER respectively and the other party shall have no
rights, by license or otherwise, to use the Confidential Information except
as expressly provided herein.
5.7 Return of Confidential Information
Each party shall promptly return all tangible material embodying the other
party's Confidential Information (in any form and including, without
limitation, all summaries, copies, and excerpts of Confidential
Information) upon any expiration or termination of this Agreement or upon
the other party's written request.
5.8 Injunctive Relief
Each of SUPPLIER and BUYER hereby acknowledges and agrees that (i) the
provisions and restrictions contained in this Section 5 are reasonable and
necessary for protection of the legitimate interests of the parties hereto;
(ii) neither SUPPLIER nor BUYER would have entered into this Agreement in
the absence of such provisions and restrictions; and (iii) any violation of
any provision of this Section 5 by a party hereto or such party's
Representatives may result in irreparable injury to the other party, which
injury may be inadequately compensable in monetary damages. Accordingly,
the parties hereby acknowledge and agree that each of SUPPLIER and BUYER
shall be entitled to seek preliminary and/or permanent injunctive relief
from the other party for any violation or threatened violation of this
Section 5 by such other party or by such other party's Representatives,
without the necessity of proving actual damages or posting any bond or
other security. The rights and remedies of each party under this Section
5.8 shall be cumulative and in addition to any other rights or remedies to
which the such party may be entitled under this Agreement, at law or in
equity.
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SECTION 6. WARRANTEES
6.1 Each party represents and warrants to the other that they have and will
continue to maintain all necessary licenses, permits or approvals required
under this Agreement in each and every jurisdiction having authority over
the services provided under this Agreement.
6.2 Each party represents and warrants that it shall (a) comply with all
international, federal, provincial, state, and local laws, ordinances,
regulations, and orders (including, without limitation, all laws,
ordinances, regulations, and orders related to telephone communications
with consumers and businesses) with respect to its performance of the
Services, (b) file all reports relating to the Services (including, without
limitation, tax returns), (c) pay all filing fees and federal, provincial,
state, and local taxes applicable to each party's respective business as
the same shall become due, and (d) pay all amounts required under local,
state, provincial and federal workers' compensation acts, disability
benefit acts, unemployment insurance acts, and other employee benefit acts
when due.
6.3 Each of SUPPLIER and BUYER represents and warrants to the other that (i)
this Agreement constitutes the legal, valid and binding obligation of such
party, enforceable against such party in accordance with its terms, except
as such enforceability may be limited by bankruptcy laws and other similar
laws affecting creditors' rights generally and by general principles of
equity; (ii) the execution, delivery and performance of this Agreement by
such party does not and will not conflict with or constitute a breach or
default under its charter documents, or any agreement, contract, commitment
or instrument to which it is a party, or the requirements of any
governmental or regulatory authority; and (111) such party has the full and
unencumbered right, power and authority to enter into this Agreement and to
otherwise carry out its obligations hereunder.
SECTION 7. INDEMNIFICATION
7.1 The undersigned BUYER does hereby indemnify, defend, and save harmless
SUPPLIER and its subsidiaries, affiliates, shareholders, officers,
directors and employees from any and all loss or liability arising from any
and all complaints, claims or legal actions, 'in any way resulting from or
allegedly resulting from any products or services of the BUYER or its
clients, and BUYER shall assume full responsibility for, and handling of,
any such complaint, claim or legal action as well as for payment of all
expenses, costs, counsel fees, judgment and/or settlements thereby
incurred, except to the extent that such complaint, claim or legal action,
costs, counsel fees, judgment or settlements result from or arise out of a
gross negligent act of commission or omission or willful misconduct by
SUPPLIER, its agents and/or its employees. SUPPLIER shall notify BUYER
promptly of any complaint, claim or legal actions and shall cooperate in
any defense. SUPPLIER agrees that BUYER shall have sole control over such
defense, including but not limited to retaining counsel and all offers of
settlement.
7.2 SUPPLIER does hereby indemnify, defend, and save harmless BUYER and
its subsidiaries, affiliates, shareholders, officers, directors and
employees from any and all loss or liability arising from any and all
complaints, claims or legal actions, which may result or arise out of
SUPPLIER's performance under this Agreement, and SUPPLIER shall assume
full responsibility for, and handling of, any such complaint, claim or
legal action as well as for payment of all expenses, costs, counsel
fees, judgment and/or settlements thereby incurred, except to the
extent that such complaint, claim or legal action, costs, counsel
fees, judgment or settlements result from or arise out of a negligent
act of commission or omission or willful misconduct by BUYER, its
agents and/or its employees. BUYER shall notify SUPPLIER promptly of
any complaint, claim or legal actions and shall cooperate in any
defense. BUYER agrees that SUPPLIER shall have sole control over such
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defense, including but not limited to retaining counsel and all offers of
settlement.
SECTION 8. DISCLAIMERS; LIMITATIONS OF LIABILITY
8.1 EXCEPT FOR THE EXPRESS REPRESENTATIONS AND WARRANTIES CONTAINED IN THIS
AGREEMENT, SUPPLIER MAKES NO REPRESENTATIONS OR WARRANTIES, EXPRESS OR
IMPLIED, IN FACT OR AT LAW, WITH RESPECT TO THE SERVICES AND SUPPLEMENTAL
SERVICES PROVIDED OR TO BE PROVIDED BY SUPPLIER HEREUNDER, INCLUDING
WITHOUT LIMITATION ANY REPRESENTATIONS OR WARRANTIES CONCERNING THE
COMPLETENESS OR ACCURACY OF ANY INFORMATION RECORDED, PROCESSED OR
TRANSMITTED BY SUPPLIER. EXCEPT FOR SUPPLIER'S INDEMNIFICATION OBLIGATION
UNDER SECTION 7.2 ABOVE, BUYER'S SOLE REMEDY AND SUPPLIER'S SOLE
RESPONSIBILITY WITH RESPECT TO ANY ERRORS OR OMISSIONS IN INFORMATION
TRANSMITTED BY SUPPLIER SHALL BE LIMITED TO CORRECTION OF SUCH ERRORS OR
OMISSIONS AND RETRANSMISSION OF THE CORRECTED INFORMATION AT NO ADDITIONAL
EXPENSE TO BUYER.
8.2 EXCEPT FOR THE PARTIES' INDEMNIFICATION OBLIGATIONS UNDER SECTION 7 ABOVE,
OR AS OTHERWISE EXPRESSLY PROVIDED HEREIN, NEITHER PARTY SHALL BE LIABLE TO
THE OTHER PARTY OR TO ANY THIRD PARTY FOR ANY CONSEQUENTIAL, INCIDENTAL,
INDIRECT, SPECIAL, PUNITIVE OR EXEMPLARY DAMAGES (INCLUDING WITHOUT
LIMITATION LOST PROFITS, LOST SAVINGS, LOST FUTURE EARNINGS AND LOST
ECONOMIC ADVANTAGE) SUFFERED OR INCURRED BY SUCH OTHER PARTY OR ANY THIRD
PARTY IN CONNECTION WITH THIS AGREEMENT OR PERFORMANCE OR NONPERFORMANCE
HEREUNDER, EVEN IF SUCH PARTY HAS BEEN ADVISED, KNEW OR SHOULD HAVE KNOWN
OF THE POSSIBILITY OF SUCH DAMAGES.
8.3 EXCEPT FOR SUPPLIER'S INDEMNIFICATION OBLIGATION UNDER SECTION 7.2 ABOVE,
SUPPLIER'S LIABILITY TO BUYER OR TO ANY THIRD PARTY IN CONNECTION WITH THIS
AGREEMENT OR PERFORMANCE OR NONPERFORMANCE HEREUNDER SHALL NOT EXCEED THE
AMOUNT ACTUALLY PAID BY BUYER FOR SERVICES AND/OR SUPPLEMENTAL SERVICES
DURING THE THREE-MONTH PERIOD IMMEDIATELY PRECEDING THE DATE ON WHICH
BUYER'S OR SUCH THIRD PARTY'S CLAIM OR CAUSE OF ACTION AGAINST SUPPLIER
FIRST ACCRUED.
8.4 NO ACTION ARISING OUT OF THIS AGREEMENT OR PERFORMANCE OR NONPERFORMANCE
HEREUNDER, WHETHER GROUNDED IN BREACH OF CONTRACT, BREACH OF WARRANTY,
NEGLIGENCE, STRICT LIABILITY OR OTHERWISE, MAY BE BROUGHT BY EITHER PARTY
HERETO MORE THAN TWO YEARS FOLLOWING THE DATE ON WHICH THE CAUSE OF ACTION
HAS FIRST ARISEN.
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8.5 The parties hereto acknowledge and agree that the foregoing disclaimers and
limitations of liability represent bargained for allocations of risk, and
that the pricing and other terms and conditions of this Agreement reflect
such allocations of risk.
SECTION 9. FINANCIAL TERMS
Pricing is based on the complexity, duration, type and volume of services
required. Specific prices for each program are included in the respective
exhibits attached hereto.
9.1 During the term of this Agreement, SUPPLIER will invoice BUYER 30 days
prior to the due date for the included services and related expenses
according to the amounts set forth in Pricing - Exhibit
9.2 Supplemental Services shall be invoiced monthly as such Supplemental
Services are provided.
9.3 SUPPLIER will provide BUYER with invoices for Services, Supplemental
Services and other amounts payable to SUPPLIER hereunder on a monthly
basis. All such invoices shall be due and payable upon receipt thereof by
BUYER. Undisputed balances, not paid within thirty days following BUYER's
receipt thereof, shall bear interest, compounded daily, at a rate per annum
equal to three percent (3%) plus the Prime Rate as publicly announced by
Summit Bancorp, Princeton, New Jersey, or its successor in interest, on the
first business day immediately following the Effective Date. This interest
rate shall be adjusted effective on the first business day of each and
every succeeding week until the outstanding balance and all interest
accrued therein is paid in Ul.
9.4 On May 1 of each calendar year (excluding the calendar year of the
Effective Date), the amounts set forth in Pricing - Schedule "C" shall be
increased by a percentage equal to the percentage, if any, by which the CPI
(hereinafter defined) published for January of such calendar year exceeds
the CPI published for January of the preceding calendar year. Upon each
such adjustment, the amounts set forth in Pricing - Schedule "C" shall be
the amounts applicable to all Services performed on or after the date of
such adjustment and shall remain in effect until such amounts are further
adjusted in accordance with the foregoing sentence. As used herein, CPI
means the U.S. Consumer Price Index for Urban Wage Earners and Clerical
Workers, South Region (urban size), presently published by the Bureau of
Labor Statistics of the Department of Labor
9.5 The obligation of BUYER to pay for services rendered in accordance with the
terms and conditions of this Agreement shall survive the termination of
this Agreement for any reason.
SECTION 10. SERVICE ENHANCEMENT REQUEST
10.1 BUYER may request changes to, modifications of, and work in addition to
that identified pursuant to Exhibit A, B and/or C by submitting a written
Service Enhancement Request to SUPPLIER from time to time during the term
of this Agreement. SUPPLIER shall have the right to accept or reject the
BUYER's Service Enhancement Request, in its sole discretion; however,
SUPPLIER will accept reasonable requests from BUYER. SUPPLIER shall not
unreasonably withhold such acceptance or rejection. Upon the approval of a
Service Enhancement Request by SUPPLIER, the amount to be paid SUPPLIER
under this Agreement and the time of performance shall be adjusted as
specified in the Service Enhancement Request. All such work shall be
executed
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under the terms and conditions specified in this Agreement and each
approved Service Enhancement Request Form - Exhibit "D", will be appended
to this Agreement.
SECTION 11. COOPERATION
11.1 The parties acknowledge and agree that performance under this Agreement
will require the continued definition and setting of priorities, the
balancing of competing tasks and schedules, and the adjustment of
priorities over different tasks and different schedules. The parties will
periodically define in writing, and mutually agree the activities,
schedules, and deliverables and relative priorities with respect thereto,
during the term of this Agreement.
11.2 SUPPLIER shall be excused from meeting Performance Objectives if and to the
extent that any such failure is properly attributable to the delay or
failure of BUYER to perform its obligations hereunder to provide equipment,
services or information to SUPPLIER. This includes, but is not limited to,
BUYER forecasting to within +/- 10%, anticipated call volumes under the
attached Scope of Services - Exhibit "A".
SECTION 12. RIGHT TO USE OTHER PARTY'S NAME
12.1 Each party grants to the other party the right to use the other party's
name in government filings without the necessity of obtaining the other
party's approval for such use, Neither party will use the other party's
name in a press release or other public announcement without the other
party's prior written consent, such consent not to be unreasonably withheld
or delayed.
SECTION 13. ASSIGNMENT
13.1 This Agreement shall not be assigned by either the BUYER or SUPPLIER,
except to a purchaser of all or substantially all of the stock or assets of
the assigning party provided such purchaser agrees in writing to comply
with the terms and conditions of this Agreement and provided further that
such purchaser has a net worth equal to or greater than that of BUYER at
such time, without the express prior written consent of the other party,
and this Agreement shall be binding upon and inure to the benefit of the
parties and their respective successors and assigns.
SECTION 14. TERMINATION
14.1 This Agreement may be terminated in the following instances; such
termination shall be a termination for cause:
a) By either party, to the extent permitted under applicable law, if the
other ceases to function as a going concern, becomes insolvent, makes
an assignment for the benefit of creditors, files a petition in
bankruptcy, permits a petition in the bankruptcy to be filed against
it and such petition is not dismissed within sixty (60) days of
filing, or admits in writing its inability to pay its debts as they
mature, or if a receiver is appointed over a substantial part of its
assets;
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b) By either party by reason of any other material breach of this
Agreement by other party which breach has not been remedied or cured
after at least (90) days written notice delivered by the aggrieved
party to the other party;
c) By SUPPLIER for BUYER's failure to pay any amounts or other charges
within sixty (60) days from the payment due date, it being understood
by SUPPLIER that BUYER may elect to make payment to SUPPLIER with an
express reservation of rights to assure continued performance by
SUPPLIER under this Agreement pending resolution of any disputes.
14.2 If BUYER terminates this Agreement for any reason, BUYER shall pay to
SUPPLIER the following:
a) All amounts due (subject to monthly minimum, if applicable) for
properly completed services received by BUYER in accordance with the
Scope of Services - Exhibit "A"; plus,
b) All costs and expenses incurred by SUPPLIER on behalf of BUYER up to
the date of termination including, but not limited to, telemarketing
representative training, applicable data processing costs, program
development time, and third party services.
14.3 Each set of exhibits, attached to this Agreement, define a unique set of
conditions for SUPPLER and for BUYER [see Section 3.2]. The BUYER may, upon
written notice specified in Exhibit "A", terminate work associated with a
particular set of exhibits if BUYER's Client [named in the exhibits]
cancels its agreement with BUYER for the work outlined in the exhibits.
SECTION 15. INFORMAL DISPUTE RESOLUTION
15.1 Prior to the initiation of arbitration pursuant to Section 16, the parties
shall first attempt to resolve their dispute informally as follows:
a) Upon the written request of a Party, each Party shall appoint a
designated representative who does not devote substantially all of his
or her time to performance under this Agreement, whose task it will be
to meet for the purpose of endeavoring to resolve such dispute.
b) The designated representatives shall meet as often as they reasonably
deem necessary for each Party to gather and furnish to the other all
information with respect to the matter in issue which Parties believe
to be appropriate and germane in connection with its resolution. The
representatives shall discuss the problem and attempt to resolve the
dispute without necessity of any formal proceeding.
c) During the course of discussion, all reasonable requests made by one
Party to another for nonprivileged information, reasonably related to
this Agreement, shall be honored in order that each of the Parties may
be fully advised of the other's position.
d) The specific format for the discussions shall be left to the
discretion of the designated representatives, but may include the
preparation of agreed-upon statements of fact or written statements of
position.
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e.) Arbitration for the resolution of a dispute shall not be commenced
until the earlier of
i) the designated representatives concluding in good faith that
amicable resolution through continued negotiation of the matter
does not appear likely; or
ii) thirty (30) days after the initial written request to appoint a
designated representative pursuant to Paragraph (a) above [this
period shall be deemed to run notwithstanding any claim that the
process described in this Section 15. 1, subparagraph a), was not
followed].
15.2 This Section 15 shall not be construed to prevent a Party from instituting,
and a Party is authorized to institute, arbitration earlier than prescribed
in Subparagraph 15.1 to (i) avoid the application of any applicable
limitations period, (ii) preserve a superior position with respect to other
creditors, or (iii) seek immediate injunctive relief
SECTION 16. ARBITRATION
16.1 Whenever either party shall decide to institute arbitration with respect to
a dispute concerning this Agreement or the satisfaction of any term or
condition this Agreement, such party shall provide written notice thereof
to the other party hereto. Thereupon, the parties hereto shall abide by the
provisions of this Section 16 concerning such arbitration. Arbitration is
not applicable to disputes under Section 5 or Section 7 of this Agreement.
16.2 Except as modified by this Section 16, the proceedings shall be conducted
under the rules of the American Arbitration Association. The arbitration
shall be conducted before a single arbitrator having appropriate knowledge
and experience in handling commercial disputes. The arbitrator shall be
appointed jointly by the parties hereto within 30 days following the date
on which the arbitration is instituted. If the parties are unable to agree
upon the arbitrator within said 30-day period; the American Arbitration
Association shall be instructed to choose the arbitrator within 15 days
thereafter. None of the arbitrators shall have any past or present
relationship with or interest in the parties to this Agreement or their
affiliates. The arbitration proceeding shall be conducted in Philadelphia,
Pennsylvania and all decisions of the American Arbitration Association
shall be rendered by its Philadelphia Office.
16.3 Except as modified by this Section 16.3, the arbitration shall be conducted
in accordance with, and the arbitrators shall be bound by, the Federal
Rules of Civil Procedure and the Federal Rules of Evidence then in effect.
Unless the arbitrators for good cause determine otherwise, the following
modifications to such rules shall apply:
a. Neither party shall be entitled to conduct depositions of party or
non- party witnesses,
b. All requests for discovery shall be submitted to the other party
hereto within 30 days following the date that the arbitrator is
appointed in accordance with Section 16.2 above,
c. All responses to discovery requests shall be provided to the
requesting party within 60 days following the date that the arbitrator
is appointed in accordance with Section 16.2 above,
d. The arbitration proceeding shall be conducted within 120 days
following the date that the arbitrator is appointed in accordance with
Section 16.2 above
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16.4 Unless the parties mutually agree otherwise, the arbitrators shall be
instructed to issue their award within 30 days following the date on which
the arbitration proceeding is concluded. The arbitrators shall have the
authority to grant specific performance, but shall not be authorized to
award punitive or exemplary damages. Unless the arbitrators for good cause
determine otherwise, each party hereto shall bear one-half of the fees and
expenses of the arbitrators and each party hereto shall bear its own costs
and attorneys' fees in connection with the arbitration.
16.5 Judgment upon the award rendered by the arbitrators may be entered 'in any
court having jurisdiction or application may be made to such court for
judicial acceptance of any award and an order of enforcement, as the case
may be. In no event shall a demand for arbitration be made by either party
with respect to any dispute, claim or other matter after the date on which
litigation based on such dispute, claim or other matter would be barred by
the applicable statute of limitations.
SECTION 17. RELATIONSHIP
17.1 Nothing contained herein shall be construed to create the relationship of
employer and employee between SUPPLIER and BUYER or between BUYER and any
of SUPPLIER's employees or agents. It is the express intent of the parties
hereto that SUPPLIER is not an employee of BUYER for any purpose, but is an
independent contractor for all purposes and in all situations. SUPPLIER and
SUPPLIER's employees shall not represent that they are employees of BUYER,
or shall they in any manner hold themselves out to be employees of BUYER.
17.2 Neither party shall have the right to enter into any Agreement or
commitment in the name of or on the behalf of the other, or to bind the
other in any respect whatsoever, unless specifically authorized in writing
by the other.
SECTION 18. NON-SOLICITATION OF EMPLOYEES
18.1 During the initial term and any renewal term of this Agreement, and for a
period of one year following the expiration or termination of this
Agreement, neither party hereto, nor any related or affiliated organization
over which such party has control, shall solicit for hiring (other than
through advertisements directed to the general public), offer to hire, or
in any way employ or compensate (i) any current employee of the other party
hereto, or (ii) any person who has been employed by the other party hereto
at any time during the immediately preceding six-month period, except with
the prior written consent of such other party. Notwithstanding the
foregoing sentence, neither party hereto shall be restricted from
soliciting for hiring, offering to hire, employing and/or compensating any
former employee of the other party if the former employee's employment with
such other party was terminated by such other party,
18.2 Both parties hereby acknowledge and agree that (i) the provisions and
restrictions contained in this Section 18 are reasonable and necessary for
protection of the legitimate interests of the parties hereto; (ii) neither
party would have entered into this Agreement in the absence of such
provisions and restrictions; and (iii) any violation of any provision of
this Section 18 by a party hereto or any related or affiliated organization
over which such party has control may result in irreparable injury to the
other party, which injury may be inadequately compensable in monetary
damages, Accordingly, the parties hereby acknowledge and agree that each
party shall be entitled to seek
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preliminary and/or permanent injunctive relief from the other party for any
violation or threatened violation of this Section 18 by such other party or by
any related or affiliated organization over which such party has control,
without the necessity of proving actual damages or posting any bond or other
security. The rights and remedies of each party under this Section 18.2 shall be
cumulative and in addition to any other rights or remedies to which such party
may be entitled under this Agreement, at law or 'in equity.
SECTION 19. INSURANCE
19.1 SUPPLIER, at its expense, shall secure and maintain at all times during
SUPPLIER's performance of Services or Supplemental Services under this
Agreement: (1) workers' compensation insurance coverage in such amounts as
are required by the laws of the Commonwealth of Pennsylvania; and (ii)
comprehensive general liability 'insurance coverage having a combined
bodily injury, loss of life and property damage limit of not less than
$1,000,000 per occurrence and $2,000,000 in the aggregate.
19.2 Upon BUYER's written request and at BUYER's cost and expense, SUPPLIER
shall provide BUYER with Certificates of Insurance evidencing that SUPPLIER
possesses the insurance required under this Section 19.
SECTION 20. GOVERNING LAW AND RELATED MATTERS
20.1 This Agreement shall be construed in all respects under the laws of the
Commonwealth of Pennsylvania, without regard to Pennsylvania's principles
governing conflicts of law. If any part of this Agreement shall be held to
be void or unenforceable, such part will be treated as severable, leaving
valid the remainder of this Agreement notwithstanding the part or parts
found to be void or unenforceable.
20.2 Subject to the provisions of Sections 15 and 16 above, litigation with
respect to this Agreement may be brought in the courts of the Commonwealth
of Pennsylvania or of the United States District Court for the Eastern
District of Pennsylvania, and, by execution and delivery of this Agreement,
each of the parties hereto hereby irrevocably accepts the nonexclusive
jurisdiction of the aforesaid courts. Each of the parties hereto hereby
further irrevocably waives any claim that any such court lacks jurisdiction
over it, and agrees not to plead or claim, in any legal action or
proceeding with respect to this Agreement brought in any of the aforesaid
courts, that any such court lacks jurisdiction over it.
20.3 Each of the parties hereto hereby irrevocably waives any objection which it
may now or hereafter have to the laying of venue of any of the aforesaid
actions or proceedings arising out of or in connection with this Agreement
brought in the courts referred to in Section 21.2 and hereby further
irrevocably waives and agrees not to plead or claim in any such court that
any such action or proceeding brought in any such court has been brought in
an inconvenient forum.
20.4 Each of the parties hereto hereby irrevocably consents to the service of
process in any such action or proceeding by the mailing of copies thereof
by registered or certified mail, postage prepaid, to, or to the care of,
such party, at its address for notices as set forth in Section 23 below,
such service to become effective five (5) business days after such mailing.
Each of the parties hereto hereby irrevocably waives any objection to such
service of process and further irrevocably waives and
Confidential Page 11 07/29/99
Lakeland MSA
agrees not to plead or claim in any action or proceeding commenced hereunder
that service of process was in any way invalid or ineffective. Nothing herein
shall limit the rights of the parties hereto to serve process in any other
manner permitted by law,
SECTION 21. GENERAL
21.1 Audit. Upon five (5) business days prior written notice to SUPPLIER, and
during regular business hours, BUYER shall have the right to audit,
examine, and copy any record of SUPPLIER that is related in any way to
SUPPLIER's service level and billing performance of this Agreement.
21.2 Modifications. This Agreement can only be modified by a written Agreement
duly signed by the persons authorized to sign agreements on behalf of
SUPPLIER and of BUYER.
21.3 Severability of Provisions. If any provisions of this Agreement shall be
held to be invalid, illegal or unenforceable, the validity, legality and
enforceability of the remaining provisions shall not in any way be affected
or be impaired thereby.
21.4 Limitations. No action, other than an action for non-payment, regardless of
form arising out of this Agreement may be brought by either party hereto
more than two (2) years after the cause of action has arisen.
21.5 Waivers. A waiver of a breach or default under this Agreement shall not be
a waiver of any other or subsequent breach or default. The failure or delay
by either party in enforcing compliance with any term or condition of this
Agreement shall not constitute a waiver of such term or condition unless
such term or condition is expressly waived in writing.
21.6 Force Majeure. Either party's failure to perform any of its obligations
hereunder, except for the obligation to pay monies when due hereunder,
shall be excused and shall not give rise to any claims for damages to the
extent it is caused by an event or occurrence beyond the reasonable control
of such party including, but not limited to, war, embargoes, government
restrictions, riots, severe weather or storms, floods, earthquakes, natural
disasters, or other Acts of God, strikes, power failures, power
interruptions, nuclear or other civil or military emergencies, or
telecommunications or equipment failures or interruptions caused by
suppliers.
21.7 Captions. Captions contained in this Agreement are for reference purposes
only and do not constitute part of this Agreement.
21.8 Notices. All notices which are required to be given or submitted pursuant
to this Agreement shall be in writing and shall be sent by registered or
certified mail, return receipt requested, to the address set forth below or
to such other address as SUPPLIER or BUYER may from time to time designate
by written notice delivered in accordance with this Section,
Address for notices to BUYER: Address for notices to SUPPLIER:
Boston Communications Group, Inc. ICT GRoup, Inc.
100 Sylvan Road, Suite 100 800 Town Center Drive
Woburn, MA, 01801 Langhorne, PA 19047
Attention: General Counsel Attention: Chief Financial Officer
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21.9 Authority: Each party represents that it has full power and authority to
enter into and perform this Agreement, and the person signing this
Agreement on behalf of it has been properly authorized and empowered to
enter into this Agreement,
SECTION 22. ENTIRE AGREEMENT
22.1 This Agreement together with the Schedules hereto constitutes the entire
agreement between the parties hereto with respect to subject matter hereof
and thereof. Ibis Agreement and the Schedules hereto supersede all prior or
simultaneous representations, discussions, negotiations, letters,
proposals, agreements and understandings between the parties hereto with
respect to the subject matter hereof and thereof, whether written or oral.
If there is any inconsistency or conflict between the provisions of the
main body of this Agreement and the provisions of any Schedule hereto, the
provisions of the main body of this Agreement shall be controlling and
shall govern.
CELLULAR EXPRESS, INC., D/B/A
BOSTON COMMUNICATIONS GROUP, INC. ICT GROUP, INC.
- --------------------------------- ---------------
ACCEPTEDBY: Jerry Confer ACCEPTED BY: John D. Campbell
TITLE: Vice President/GeneralManager TITLE: President ICT Group Sales
SIGNATURE: /s/ Jerry Confer SIGNATURE: /s/ John D. Cambell
DATE: 7/30/99 DATE: 08/04/99
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EXHIBIT "A"
SCOPE OF SERVICES
AIRTOUCH CELLULAR
GENERAL OVERVIEW: SUPPLIER will recruit, screen, hire and train a dedicated
- -----------------
team of Customer Service Representatives (CSRs) for BUYER's inbound Customer
Service calls. Initially the calls will be related to prepaid cellular service
including balance inquiry, recharging, and billing inquiry and general
information. The work will be performed at SUPPLIER's call center located in
Lakeland, Florida, First live calls will arrive on April 5, 1999
During the term of this Agreement, so long as BUYER has a contract with Airtouch
Cellular to handle customer service calls, BUYER will continue to utilize the
services of SUPPLIER in the handling of such calls. In the event that BUYER's
contract with Airtouch Cellular to handle customer service calls is terminated,
then BUYER may terminate the provision of services by SUPPLER to BUYER for the
customer service calls of Airtouch Cellular upon 60 days prior written notice to
SUPPLIER, and BUYER shall have no obligation to make any payment to SUPPLIER,
including without limitation, any penalty, termination charge, damages or
minimum monthly billing charge, except those charges due for services rendered
through the effective date of termination.
Notwithstanding the provisions of Section 14.l (b) of the Agreement to which
this Exhibit A is attached, in the event that SUPPLIER is completely unable to
perform the services for BUYER Described in this Exhibit A due to an "Equipment
and Facilities Failure" (as defined herein) of Equipment and Facilities provided
by SUPPLIER, and fails to restore the performance of such services within thirty
(30) days after receipt of written notice from BUYER, then BUYER may terminate
the program described herein without any further obligation to SUPPLIER. For
purposes of this Agreement, an "Equipment and Facilities Failure" shall mean (a)
a loss of electrical power, (b) a loss of telephone communications, (c) a
failure of computer of telephone equipment to function properly and/or, (d) loss
of use of the physical facility.
RECRUITING: SUPPLIER will use the BUYER's CSR Profile to screen and select
- ----------
CSR's. The BUYER may provide SUPPLIER with testing tools to use during the
interview. SUPPLIER will use such tools, provided they are within the limits of
all relevant government entities, to conform to the BUYER's standard. The BUYER
may review the selected CSRs in advance of training and the BUYER may, at that
time, remove CSRs that do not meet their qualifications for initial hiring.
SUPPLIER will recruit English and when requested, bilingual CSRs. The BUYER will
specify the number of each type at least 45 days in advance so that SUPPLIER
will have sufficient time to screen and select the required CSRs. The BUYER or
their representative may test the selected CSRs for their special language
skills. The BUYER may remove CSRs that do not meet their qualifications for
special language skills. SUPPLIER and BUYER will agree on a standard evaluation
form, which BUYER will complete for each CSR removed, documenting why that CSR
did not meet BUYER qualifications.
TRAINING: BUYER's trainers will provide CSR training on-site in Lakeland until
- ---------
SUPPLIER trainers, and at least one (1) SUPPLIER Supervisor, have completed two
training sessions with BUYER's trainers,
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SUPPLIER trainers will thereafter train the CSR staff. The BUYER provided
training period would continue for two complete training sessions for each
Airtouch Cellular program.
The BUYER will be billed for the initial CSR program training period and for any
CSR program training that might be required by a BUYER initiated program change.
The BUYER will not be billed for any training required as a result of CSR
attrition at any time.
If training must be conducted off-site from Lakeland, the BUYER will pay travel
and living expenses for the SUPPLIER staff during the training.
CONTINUOUS TRAINING: SUPPLIER will provide one (1) hour of billable refresher
- --------------------
training [at the Regular Training Rate] per CSR per month.
SUPPLIER will adopt BUYER's [Zenger Miller] Supervisor Development Program.
SUPPLIER agrees, within 180 days of executing this agreement, to have one (1)
Trainer or Supervisor, within the Lakeland call center, certified on Zenger
Miller at SUPPLIER's expense. SUPPLIER's certified Trainer or Supervisor will
then train SUPPLIER's other Trainers and Supervisors. It is expected that this
development program will be an on-going activity and will consume less than 3.5%
of the supervisor's work activity on an annual basis.
LD CARRIER: BUYER will select and directly contract with [pay access and usage
- -----------
charges] the IXC of their choice who will provide inbound call transport
services.
QUALITY ASSURANCE: SUPPLIER supervisors or QA department will monitor at least
- ------------------
two inbound calls per agent per week. These calls will be rated and scored using
a format and criteria provided by the BUYER.
The BUYER will have remote access to SUPPLIER's ACD in order to monitor calls.
SUPPLIER and BUYER agree to comply with all legal requirements regarding
monitoring and taping of calls.
Upon both party's signing a separate letter agreement covering BUYER's volume
commitment, SUPPLIER will proceed to purchase and arrange for installation of
the "NICE Universe version 4" quality monitoring system, identified in Systems
Platform & Network Arrangements - Exhibit "E", as requested by BUYER
HOURS OF COVERAGE: SUPPLIER will operate the BUYER's program 24 hours per day, 7
- ------------------
days per week, 52 weeks per year.
ASPECT: Equipped with Producer / Director capabilities and Report Writer. BUYER
will have access to Director terminal screens related to BUYER'S programs.
REPORTS: SUPPLIER will e-mail reports according to a BUYER defined schedule
- -------
The BUYER will supply Aspect ACD custom report templates to SUPPLIER. SUPPLIER
will run and deliver reports to BUYER according to agreed upon, BUYER defined,
schedule. SUPPLIER will also run
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standard Aspect reports, as agreed upon, when requested or as scheduled by the
BUYER. Custom reports can be developed upon request at programming rates listed
in Pricing - Exhibit "C".
SUPPLIER will supply a monthly breakdown of Payroll Hours by CSR which, at
minimum, will include Aspect Log-on hours and training hours.
SYSTEMS & NETWORK See Systems Platform & Network Arrangements - Exhibit "E"
SYSTEMS SUPPORT: SUPPLIER agrees to provide one [1] System Administrator, solely
- ----------------
dedicated to the BUYER, whenever the BUYER's billable monthly purchase of
Dedicated CSR time exceeds 22,500 hours.
PROMPT PROBLEM RESOLUTION: Each party agrees to immediately notify the other,
- --------------------------
via the Problem Resolution Process - Exhibit "I", of any outstanding issues
affecting the program.
SPMAL REoummmws:
- ----------------
SUPPLIER will supply a dedicated LAN in Lakeland to support BUYER's program.
SUPPLIER will purchase and install Routers and LAN ports.
BUYER will pay for all Voice and Data communication facilities. SUPPLIER will
assist the BUYER, though a Letter of Agency, to facilitate the delivery of such
services to the Lakeland facility.
BUYER may have a reasonable number of their employees in the call center during
any buildout.
BUYER will have limited, read only, access to their program data on the Aspect I
ACD for reporting purposes
WORKSTATIONS: SUPPLIER will provide 60% - 75% as many workstations [each
equipped for voice and data] as there are Full Time Equivalent (FTE) CSRs.
SECURITY PLAN: SUPPLIER to provide a plan within first thirty days after start-
- --------------
up. The intent of the security plan is to reasonably accommodate the BUYER's
concern that access to the PC workstation be restricted to CSRs assigned to the
BUYER's program.
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EXHIBIT "B"
SERVICE LEVELS & STAFFING
AIRTOUCH CELLULAR
SERVICE OBJECTIVE: 80% of all calls will be answered within 30 seconds. The 30
- -----------------
second threshold is independent of any forced message treatment. Forced message
treatment will be added to this metric to arrive at true service levels.
SUPPLIER's ability to meet the 80/30 Service Objective depends critically on the
accuracy of the BUYER defined Staffing and BUYER provided Call Volume Forecast.
DEDICATED CSRs: SUPPLIER will provide dedicated CSR's, who only work on BUYER's
- ---------------
program, according to the following Table 1:
TABLE 1 - PRODUCTION FTE CSR'S
------------------------------
- --------------------------------------------------------------------------------
Date Range Cumulative Cumulative Total
ENGLISH BILINGUAL PRODUCTION
FTE CSR'S FTE CSR'S FTE CSR'S
- --------------------------------------------------------------------------------
04/05/99 04/17199 36 8 44
04/17/99 05/15/99 67 10 77
05/15/99 Current 110 12 122
- --------------------------------------------------------------------------------
Each FTE CSR represents 150 hours per full calendar month of Dedicated Customer
Service Representative time billable to BUYER at the Production rate shown in
Pricing - Exhibit "C",
BUYER's FORECAST: Each week the BUYER will supply a rolling 45-day forecast of
- -----------------
the required staffing levels. SUPPLIER and BUYER will then agree to a staffing
level in writing via Service Enhancement Request Form - Exhibit "D". SUPPLIER
agrees to meet staff increases within 45 days after receipt of the forecast
provided the increase is not more than 30 additional CSRs. SUPPLIER will apply
best efforts to meet BUYER requirements if the 'increase is more than 30 CSRs
within a 45-day time frame.
SUPPLIER will be excused from meeting Service Level Objectives if the actual
number of calls received by SUPPLIER deviates more than + 10% from the BUYER
forecast supplied 45 days prior to the week in which the calls arrive.
STAFFING COMMITMENT: SUPPLIER will provide and maintain call center staff as
follows:
Training Lead - I Training Lead [shared with other BCG work]
Trainers - 60:1 ratio of CSRs to Trainers / Training Lead [shared
with other BCG work]
QA Lead - I QA Lead [shared across call center]
QA Monitors - 60:1 ratio of CSRs to QA Monitors / QA Lead
Operations Manager - I Operations Manager [shared with other BCG work]
Floor Supervision - 18:1 ratio of CSRs to Floor Supervisors
Confidential Page 17 07/29/99
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QUALITY ASSURANCE STANDARDS: SUPPLIER will adhere to BUYER's standards of
- ----------------------------
monitoring at least 2 Inbound calls per agent per week.
Confidential Page 18 07/29/99
Confidential Materials omitted and filed separately with the Securities and
Exchange Commission.
Asterisks denote omissions.
Lakeland MSA
EXHIBIT "C"
PRICING
AIRTOUCH CELLULAR
BILLABLE HOURS: SUPPLIER will bill the BUYER for "Aspect Log-on Hours" for the
assigned CSRs. This time will 'include two 15 -minute breaks per 7.5 -hour
workday. Lunch break will not be billed to the BUYER.
If the BUYER requires activity other than handling inbound calls or if the
BUYER's processes and procedures require the CSR to engage in substantial non-
phone activity, those hours will be billed to the BUYER at the standard rate
specified below for Inbound Customer Service.
DEDICATED CUSTOMER SERVICE REPRESENTATIVES: [Notes I - 4]
- --------------------------------------------
PRODUCTION RATE: [**]
- ----------------
TRAINING RATE:
- -------------
Special Rate for business moved from Woburn [Note 5] [**]
Additional charge for early termination [Note 6] [**]
Regular Training Rate [Note 7] [**]
SYSTEMS SUPPORT / PROGRAMMING: [Note 5] [**]
- ---------------------------------------
CRIMINAL BACKGROUND CHECK: [**]
- --------------------------
CUSTOMER SPECIFIED EQUIPMENT : [**]
- ----------------------------
NOTES:
- ------
1.) All rates are in U.S. Dollars, with a minimum monthly billing equal to 150
hours times the number of FTE CSRs contracted for. Work performed in
Canada is subject to currency review / adjustment every 6 months.
2.) BUYER contracts with, and pays IXC for all inbound access and usage
charges.
3.) Specialized data / system equipment can be supplied by BUYER or priced
separately.
4.) Data communication links provided by BUYER.
5.) Special rate for Buyer's Airtouch Cellular business moved to Lakeland from
BUYER's Woburn, MA call center, assuming SUPPLIER can continue to bill
BUYER for the full quantity of CSR's receiving Airtouch Cellular program
training, for at least six (6) months from the date on which said CSRs
begin handling calls.
6.) SUPPLIER will bill BUYER this additional $2.00 per hour for each hour of
training, provided according to Note 5, to each individual CSR, eliminated
by BUYER within six (6) months from the date on which said CSRs begin
handling calls.
7.) Regular hourly training rate for Airtouch Cellular business that's not
being moved from BUYER's Woburn, MA call center.
8.) When requested by BUYER.
Confidential 19 07/29/99
Lakeland MSA
STAFFING PENALTY PROVISION: The BUYER shall receive a credit for any SUPPLIER
- ---------------------------
failure to deliver at least ninety percent (90%) of the "FTE CSR" staff (on the
scheduled "Delivery Dates" as detailed in Exhibit "B" - Dedicated CSRs and as
mutually agreed to via Modification Request Form - Exhibit "F"). BUYER may take
a credit against the SUPPLIER monthly invoice of one half of one percent (0.5%)
for each FTE CSR below the 90% level not available during a calendar month, with
a maximum penalty of five percent (5%) in any given calendar month. An FTE CSR
is defined as 150 hours of production time.
CHANGE REQUESTS: All BUYER requested changes [staffing, systems, facilities,
- ----------------
etc.] must be documented on an Acquisition Request Form - Exhibit "F" and
approved via authorized signature of both BUYER and by SUPPLIER.
Confidential 20 07/29/99
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EXHIBIT "D"
APPROVED SERVICE ENHANCEMENT REQUESTS
AMERITECH CELLULAR
Confidential 21 07/29/99
Lakeland MSA
EXHIBIT "E"
SYSTEMS PLATFORM & NETWORK ARRANGEMENTS
BELL ATLANTIC MOBILE
Minimum Desktop Specification:
- ------------------------------
Processor Intel Pentium 11 233MHz
Operating System Windows NT Workstation 4.0, service pack 4
System RAM 64 Meg
Hard Drive 4 Gig
Video RAM 4 Meg
Network Interface Card
Monitor 17"
Imaging Software Drive Image
Minimum ACD Specifications:
- ---------------------------
Aspect Call Center 30OR
Vendor certified Y2K compliant system software
Thirty-two (32) Voice Ports
AMC Card -
ISDN PRI ready
Network InterQ compatible with Release 7 far end systems
Application Bridge
Event Bridge
Realtime Bridge
Anonymous FTP
Prime Time Report Software - [BUYER may supply other software at BUYER's
option & expense]
Custom View Suite w/remote network connectivity and dedicated historical
reporting station
Minimum Quality Monitoring System Specification:
- ------------------------------------------------
Nice Universe version 4.1
Data Network:
- -------------
ICT will supply an Ethernet 100Mb backbone to the desktop, Cisco 3600 Series
Routers, all equipment managed and observed by HP software.
Confidential 22 07/29/99
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EXHIBIT "F"
----------
SERVICE ENHANCEMENT REQUEST FORM
--------------------------------
A.R.______________________(YY-Seq#) Approved__________________________
Denied ____________________________
REQUESTED BY:_________________________ DATE:_________________________________
IMPLEMENTATION DATE: _____/ _____/ _____
PRIORITY: _____High _____ Med _____Low
CALL CENTER: I - Deland 2 - Lakeland 3 - Riverview
4 - Other (Specify)_____________________________________
SYSTEMS: I - Facilities 2 - PCs/LAN 3 - NT Servers
4 - ACD 5 - PBX 6 - Communications
7 - Other (Specify)_____________________________________
DESCRIPTION
________________________________________________________________________________
________________________________________________________________________________
________________________________________________________________________________
________________________________________________________________________________
________________________________________________________________________________
IMPACT:
________________________________________________________________________________
________________________________________________________________________________
________________________________________________________________________________
________________________________________________________________________________
ESTIMATED COST: $ Plus tax MAINTENANCE: $
------------ ------------------
(Attach documentation including on going maintenance)
FINANCIAL RESPONSIBILITY: _______1___________ = BCGI 2 = ICT
APPROVED BY BCGI: __________________________ DATE: _____/ _____/ _____
APPROVED BY ICT: ____________________________ DATE: _____/_____/_____
Home Office Use Only
EXPENDITURE APPROVED BY: __________________________ DATE: _____/ _____/ _____
PRINT NAME: ______________________________________ TITLE:___________________
________________________________________________________________________________
Confidential 23 07/29/99
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EXHIBIT "G"
BUYER & SUPPLIER
PROBLEM RESOLUTION PROCESS
1. LEVEL I: It is the intent of both parties that SUPPLIER's "Center
--------
Management" and BUYER's "Account Management" resolve daily Operational
Issues. These issues would include but are not limited to: call volume
forecasts, enhancement training, performance improvements, staffing and
schedules.
The BUYER Systems Administrator and the BUYER's Technical Operations
Manager will resolve daily Technology issues. These issues would include
but are not limited to the ACD, agent workstations, network and IVR
configurations, etc.
If immediate agreement is not reached and should the nature of the problem
have an immediate impact on the BUYER, the BUYER's customers or pose a
substantial financial loss, immediate remedial action will be taken by the
Level I management to alleviate the problem. The intent is to minimize any
negative effect on the BUYER and customers and/or to reduce any substantial
financial loss. Concurrently, the issue will be referred to Level 11 for
eventual resolution. The guiding principle should be to prevent any
disagreement from affecting the delivery of services to the BUYER and their
customers.
2. LEVEL II: A referral to Level II, can be done jointly (preferred) or
---------
singly. It is to be done in writing with a brief outline of the issue, the
impact on BUYERs or costs and a summation of the reasons for disagreement.
The notice is to be delivered via e-mail or fax to the Level II management
teams with a voice mail or beeper message informing the Level II teams of
an active referral.
The Level II management teams for issues relating to Call Center Operations
include the SUPPLIER's Group Vice President and the BUYER's Vice
President/Director responsible for the SA relationship.
The Level II management teams issues relating to Call Center or Information
Technology include the SUPPLIER's Group Vice President - Systems and the BUYER's
Technical Operations Director,
Any issue referred to Level II, will be resolved within 48 hours or
referred to Level III for review.
A referral to Level II, will require that the Level II management teams
meet (conference call or face to face) within 48 hours of a referral to
review the issue and to confirm any interim action taken to alleviate the
issue on a temporary basis.
Any referral to Level II will require a written response outlining the
actions to be taken to resolve the conflict. The response will be provided
to Level I management teams for implementation.
3. LEVEL III: The Level III management teams are composed of SUPPLIER's -
----------
President Management Services and BUYER's VP & GM Teleservices, The intent
of both parties is that any issue referred to Level III will be resolved
within 48 hours.
A referral to Level III, will require that the Level III management teams meet
(conference call or face to face) within 48 hours of a referral to review the
issue and to confirm any interim action taken to
Confidential 24 07/29/99
Lakeland MSA
alleviate the issue on a temporary basis. Any referral to Level III will require
a written response outlining the actions to be taken to resolve the conflict.
The response will be provided to Level I and II management teams for
implementation.
4. SUPPORTING MATERIALS: The SUPPLIER's Level II management team will maintain
--------------------
and distribute to Level I,II and III teams a current contact list for all
SUPPLIER and BUYER management personnel involved in Level I, II and 111.
The list will provide phone, beeper, fax, e- mail, and cellular and postal
address information along with position.
The SUPPLIER's Level 11 management team will, in conjunction with the
BUYER's Level 11 management team, create and maintain a standard format for
the escalation and response to issues referred to the Issue Resolution
process.
5. LISTING OF THE LEVEL I, II AND III MANAGEMENT TEAMS:
----------------------------------------------------
LEVEL I
-------
Operational Issues
SUPPLIER: Call Center Manager
BUYER: BUYER Operations Manager
Technical Issues
SUPPLIER: Systems Administrator
BUYER: Technical Operations Manager
LEVEL II
--------
Operational Issues
SUPPLIER: VP-Operations, Management Services Division
BUYER: VP/Director
Technical Issues
SUPPLIER: VP- Systems, Management Services Division
BUYER: Technical Operations Director
Level III
---------
SUPPLIER: President, Management Services Division
BUYER: VP & GM, Teleservices Division
Confidential 25 07/29/99