Master Service Agreement w/ Inktel~d~~
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MASTER SERVICE AGREEMENT
Or (O ! ! /
3 4/2009
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THIS MASTER SERVICE AGREEMENT (the "As~reement") is entered into as of February 27, 2009
(the "Effective Date") by and between City of Miami Beach, a municipality with its principal place of
business located at 1700 Convention Center Drive, Miami Beach, FL 33139 ("Customer") and Inktel
Direct Government BPO Services, Inc, a Florida corporation with its principal place of business located at
13975 NW 58`h Court, Miami Lakes, FL 33014 USA ("Inktel").
1.0 RECITALS AND AGREEMENT.
A. Inktel is a provider of end-to-end integrated direct marketing services including, but not
limited to, call center operations, fulfillment, information technology, storage, quality control,
training, marketing consultation, direct mailing, lettershop and database
management/analysis.
B. Inktel and Customer desire to enter into a relationship whereby Inktel shall provide services
as outlined in the Agreement, including those set forth in Schedule "A" attached hereto.
C. In consideration of the mutual promises, agreements, representations, and warranties
hereinafter set forth and other good and valuable consideration had and received by the
parties hereto, the receipt and sufficiency of which are hereby acknowledged, the parties
hereto hereby agree as follows:
2.0 TERM. This Agreement shall commence on the Effective Date and shall continue in effect for full
operation for a period of three (3) years ("Initial Term"), unless earlier terminated or extended as
provided herein.
3.0 RENEWAL. Provided this Agreement has not been terminated, Customer shall have the option
to renew this Agreement following the Initial Term, for two (2) additional one (1) year terms (each
a "Renewal Term"). All of the terms and conditions of this Agreement shall apply during each
Renewal Term, except that the Pricing Schedule may be modified as set forth in Sections 7.3and
7.4 below. The option to renew shall be exercised by written notice given to Inktel at least thirty
(30) calendar days prior to the expiration of the Initial Term or any Renewal Term, as applicable.
4.0 SERVICES. Any and all services ("Services") to be provided by Inktel to Customer are set forth
on the Services Schedule attached hereto as Schedule "A" ("Services Schedule") and made a
part hereof, which Services Schedule may be amended from time to time by written agreement of
the parties.
5.0 EXCLUSIVITY. Inktel shall be the exclusive provider of all Services to the Customer during the
Initial Term and any Renewal Term.
6.0 [INTENTIONALLY DELETED
7.0 PRICING.
7.1 Pricing Schedule. Customer agrees to pay Inktel for the Services in accordance with the
Pricing Schedule attached hereto as Schedule "B" ("Pricing Schedule") and made a part
hereof. Unless otherwise specified, all charges are exclusive of taxes. Customer agrees to
pay all taxes (including but not limited to sales, use, excise, value added and gross receipts
taxes) levied in connection with the Agreement, except taxes based upon Inktel's net income
or corporate franchise.
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7.2 [INTENTIONALLY DELETED ]
7.3 Pricing Guarantee. The pricing set forth in the Pricing Schedule is guaranteed for the Initial
Term. Any Renewal Term pricing shall be mutually agreed upon but, at a minimum, shall be
no less than the pricing during the Initial Term.
7.4 Renewal Term Pricing. Upon notification to Inktel of Customer's election to renew this
Agreement pursuant to Section 3.0 above, the parties shall negotiate a commercially
reasonable increase in the pricing terms for the Pricing Schedule, which will be applicable
during the ensuing Renewal Term.
8.0 PAYMENT AND INVOICING. Payment of the Services and Special Services provided hereunder
is due upon receipt of invoice ("Invoice") indicating payment owed to Inktel. All payments
hereunder shall be made in United States Dollars.
8.1 Good Faith Dispute. Customer shall notify Inktel, within ten (10) days of receipt of invoice, of
any good faith dispute as to the calculation of the Invoice by providing written notice to Inktel
stating the reasons and details for any such dispute and shall promptly pay any undisputed
amount. The acceptance by Inktel of such partial payment shall not constitute a waiver of
payment in full by Customer of the disputed amount. Any amounts that have been timely
disputed shall be paid, in full, within five (5) calendar days following resolution of such dispute
by the parties.
8.2 Delinquent Payments. A payment shall be considered delinquent if Inktel has not received
such payment before the agreed upon or specified payment date. A payment shall not be
considered delinquent for a disputed payment unless the dispute has been resolved and
payment is not received within the time period in 8.1 above. If delinquent amounts are owed
by Customer to Inktel for services performed, Inktel may, at its option and in addition to all
other rights available to it under this Agreement, request fees for late payment pursuant to
the Florida Prompt Payment Act.
8.3 Minimum Fee. Inktel generally issues Invoices for ongoing Services on a Monthly basis.
Inktel's minimum charge on any invoice for a project is $2,000.00. When possible and
practical Inktel will endeavor to group incidental charges together on one Invoice. All charges
except those for storage and freight shall be applicable towards this minimum.
8.4 Special Services Invoicing. Inktel will issue Invoices for Special Services as such projects
are completed or at such other intervals as Inktel and Customer may agree, in writing.
9.0 DATA. All data collected by Inktel pursuant to this Agreement ("Data") will be deemed to be the
property of the City, subject to the following conditions and restrictions:
9.1 Data Collection. Inktel will provide to the Customer all Data (in a mutually agreed upon
electronic format and time) collected pursuant to this Agreement. All Data shall be used
solely for each party's own purposes subject to applicable law, users privacy requests and
mutually agreed upon privacy policy which must permit each party to comply with the
commercially reasonable certification guidelines established by Inktel's and Customer's
respective privacy certification authorities.
9.2 Third Party Use. Inktel shall not sell, disclose, transfer or rent any Data to any third party
without the express permission of the Customer. Where user permission for dissemination of
Data to third parties has been obtained, Inktel will use commercially reasonable efforts to
require the third party recipients of Data to provide an "unsubscribe" feature in any email,
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direct mail or telephonic communications generated by, or on behalf of, the third party
recipients of Data.
9.3 [INTENTIONALLY DELETED ]
9.4 Required Disclosure. Notwithstanding the foregoing, each party may disclose Data (i) to the
extent required by a court of competent jurisdiction or other governmental authority or
otherwise as required by law (including, without limitation, Florida Public Records Law) or (ii)
on a "need-to-knov~' basis under an obligation of confidentiality to its legal and financial
advisors.
9.5 [INTENTIONALLY DELETED
10.0 TERMINATION.
10.1Termination. Either party may terminate this Agreement if the other party materially
breaches its obligations hereunder and such breach remains uncured for thirty (30) calendar
days following notice to the breaching party of such breach.
10.2Termination For Convenience by Customer. Customer may also, for its convenience and
without cause, terminate the Services then remaining to be performed at any time during the
Term of this Agreement by giving written notice to Inktel of such termination, which shall
become effective forty five {45) days following receipt by Inktel of the written termination
notice. If the Agreement is terminated by Customer as provided in this subsection, Inktel shall
be paid for any Services satisfactorily performed, as determined by the Customer, at its
discretion, up to the date of termination.
10.3Performance Standards. Definitions of Terms, Reports and Performance Standard are set
forth in "Schedule C" attached hereto.
10.4Accrued Amounts. All payments that have accrued prior to the expiration or earlier
termination of this Agreement will be payable in full within thirty (30) calendar days of the
effective date of such termination.
10.5File and Material Transfers. Following termination or expiration of this Agreement, Inktel will
transfer materials either to Customer, or to a subsequent successor vendor, as designated by
Customer, at its sole option and discretion.
10.6Liguidated Damages. (Note:) The provisions in this subsection 10.6 will not apply during the
first 90 days of the Agreement.
Inktel is expected to meet the Performance Standard set forth in Schedule "C" attached
hereto. Failure to meet this Performance Standard will result in 1% credit from the quoted
rate from the monthly invoice for which the Performance Standard was not met.
Inktel is expected to maintain a Customer Satisfaction Level as set forth in Schedule "C"
attached hereto. Failure to maintain this Customer Satisfaction Level will result in a 2%
reduction from the quoted rate from the monthly invoice for which the Customer Satisfaction
Level was not met.
11.0 CONFIDENTIALITY.
11.1Confidential Information. For purposes of this Agreement, "Confidential Information"
means all information disclosed by either party to the other party, including the terms and
conditions of this Agreement or any other agreement between the parties, trade secrets of
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the parties, any nonpublic information relating to a party's product plans, designs, ideas,
concepts, costs, prices, finances, marketing plans, business opportunities, personnel,
research, development or know how and any other nonpublic technical or business
information of a party, or other information designated as "Confidential Information" or
"Proprietary" by the disclosing party.
11.2Exceptions. Confidential Information does not include information that: (i) is now or
subsequently becomes generally available to the public through no fault or breach on the part
of the receiving party; (ii) the receiving party can demonstrate to have had lawfully in its
possession without an obligation of confidentiality prior to disclosure hereunder; (iii) is
independently developed by the receiving party without the use of any Confidential
Information of the disclosing party as evidenced by written documentation; or (iv) the
receiving party lawfully obtains from a third party who has the right to transfer or disclose it
and who provides it without any obligation to maintain the confidentiality of such information;
or (v) is subject to disclosure pursuant to the requirement of a court or administrative body
and/or pursuant to Florida Public Records Law.
11.3Disclosure. Each party agrees that it will {a) not disclose, without the other party's prior
written consent, the other party's Confidential Information to any third party (other than such
party's legal and financial advisors); (b) use the other party's Confidential Information only to
the extent necessary to perform its obligations or exercise its rights under this Agreement; (c)
disclose the other party's Confidential Information only to those of its employees, and legal
and financial advisors who need to know such information for purposes of this Agreement
and who are bound by confidentiality obligations no less restrictive than this Section 11.0;
and (d) protect all Confidential Information of the other party from unauthorized use, access,
or disclosure in the same manner as it protects its own confidential information of a similar
nature, and in no event with less than reasonable care.
11.4Compelled Disclosure. If the receiving party receives notice that it may be required or
ordered to disclose any Confidential Information pursuant to the requirement of Florida Public
Records Lays and/or in connection with legal proceedings or pursuant to a subpoena, order
or a requirement or an official request issued by a court of competent jurisdiction or by a
judicial, administrative, legislative, regulatory or self regulating authority or body, it shall
cooperate with the other to seek confidential treatment of such Confidential Information and
shall use its best efforts to give the disclosing party sufficient prior written notice in order to
contest such requirement or order. Nothing herein shall be construed to impose any
obligation to disclose any Confidential Information. Confidential Information must be
disclosed in connection with Florida Public Records Law and/or legal proceedings or
pursuant to a subpoena, order or a requirement or an official request issued by a court of
competent jurisdiction or by a judicial, administrative, legislative, regulatory or self regulating
authority or body, the disclosing party shall (i) first give written notice of the intended
disclosure to the other party, within a reasonable time prior to the time when disclosure is to
be made, (ii) consult with the other party on the advisability of taking steps to resist or narrow
such request, and {iii) if disclosure is required or deemed advisable, cooperate with the other
party in any attempt that it may make to obtain an order or other reliable assurance that
confidential treatment will be accorded to designated portions of the Confidential Information
or otherwise be held in the strictest confidence to the fullest extent permitted under the laws,
rules or regulations of any other applicable governing body.
11.51njunctive Relief. Both parties acknowledge that the unauthorized disclosure or use of
Confidential Information could cause irreparable harm and significant injury, the precise
measure of which may be difficult to ascertain. Accordingly, each party agrees that the
aggrieved party shall have the right to seek injunctive relief from any breach of the
confidentiality obligations of this Section 11.0, in addition to all other rights and remedies to
which it may have. Both parties agree that each has and shall retain ownership of all of its
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own Confidential Information, and that upon the expiration or termination of this Agreement
each party shall return and shall not retain the Confidential Information of the other party.
11.6[ INTENTIONALLY DELETED ]
12.0 [INTENTIONALLY DELETED
13.0 INKTEL REPRESENTATIONS AND WARRANTIES. Inktel represents and warrants to
Customer that it: (a) has the full and unrestricted right to enter into this Agreement and perform
the Services, (b) has the necessary equipment, computer capacity, software, programs and
trained personnel to perform the Services described herein consistent with standard industry
practices, (c) is a duly formed corporation in good standing under the laws of the State of Florida,
that it is qualified to transact business in all states where the ownership of its properties or nature
of its operations requires such qualification, that it has full power and authority to enter into and
perform the Agreement, (d) that the execution and delivery of the Agreement have been duly
authorized, and that the Agreement does not violate any law, statute or regulation and does not
breach any other agreement or covenant to which Inktel is a party or is bound.
14. Disclaimer of Warranty and Limitation of Remedies. THE WARRANTIES SET FORTH
HEREIN ARE IN LIEU OF ALL OTHER WARRANTIES, EXPRESSED OR IMPLIED, WHICH
ARE HEREBY DISCLAIMED AND EXCLUDED BY INKTEL, INCLUDING WITHOUT
LIMITATION ANY WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR
PURPOSE OR USE AND ALL OBLIGATIONS OR LIABILITIES ON THE PART OF INKTEL
FOR DAMAGES ARISING OUT OF OR IN CONNECTION WITH THE SERVICES. INKTEL
SHALL NOT BE LIABLE FOR ANY LOSS OR DAMAGE CAUSED BY DELAY IN FURNISHING
SERVICES OR ANY OTHER PERFORMANCE UNDER OR PURSUANT TO THIS
AGREEMENT. THE SOLE AND EXCLUSIVE REMEDIES FOR BREACH OF ANY AND ALL
WARRANTIES AND THE SOLE REMEDIES FOR INKTEL'S LIABILITY OF ANY KIND
(INCLUDING LIABILITY FOR NEGLIGENCE) WITH RESPECT TO THE SERVICES COVERED
BY THIS AGREEMENT SHALL BE LIMITED TO REPREFORM SUCH SERVICES (AT NO
ADDITIONAL FEE). IF INKTEL FAILS TO PROPERLY REPREFORM SUCH SERVICES,
INKTEL'S ENTIRE LIABILITY SHALL NOT EXCEED THE AMOUNT PAID TO INKTEL BY
CUSTOMER UNDER THIS AGREEMENT FOR THE SERVICES TO WHICH ANY FAILURE OF
INKTEL RELATES. IN NO EVENT SHALL INKTEL'S LIABILITY OF ANY KIND INCLUDE ANY
SPECIAL, INDIRECT, INCIDENTAL, OR CONSEQUENTIAL LOSSES OR DAMAGES, EVEN IF
INKTEL SHALL HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH POTENTIAL LOSS
OR DAMAGE.
15. INDEMNIFICATION.
15.1 [INTENTIONALLY DELETED
15.21ndemnification by Inktel. Subject to and accordance with sub-section 15.3 below Inktel
shall indemnify and hold harmless Customer and its affiliated companies and their
respective officers, directors and employees from and against, without limitation, any and
all claims, costs, liabilities, obligations, judgments, fines, penalties, expenses or damages
(including reasonable attorneys' fees and court costs) arising from or related to any cause
of action brought against Customer or any of its affiliated companies or their respective
officers, directors and employees by any person or entity that is not a party to this
Agreement (other than Inktel's affiliated companies or their respective officers, directors or
employees) arising from or related to: (i) the Inktel Logos; or (ii) any breach by Inktel of any
representation or warranty set forth in this Agreement.
15.3Conditions Precedent to Duty of Indemnification.
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Notice. City shall give prompt written notice to Inktel of the commencement or
assertion of any claim or action in respect of which City shall seek
indemnification hereunder.
[ INTENTIONALLY DELETED
15.4Cooperation. The parties hereto shall extend reasonable cooperation in connection with
the defense of any third-party action pursuant to this section and, in connection therewith,
shall furnish such records, information, and testimony and attend such conferences,
discovery proceedings, hearings, trials, and appeals as may be reasonably requested.
16.0 [INTENTIONALLY DELETED
17.0 [INTENTIONALLY DELETED ]
18.0 PRESS RELEASES. Either party shall have the right to issue a press release subject to the prior
written consent of the other party, which consent shall not be unreasonably withheld or delayed.
Notwithstanding the foregoing, each party shall have the right during the Initial Term and Renewal
Term to include the other party's name as part of a list of each party's strategic partners for
purposes of promotion for each party and its services.
19.0 AMENDMENT; WAIVER. No amendment to this Agreement, or any Schedules attached hereto,
shall be valid unless such amendment is in writing and is signed by the party against whom
enforcement is sought. Any of the terms and conditions of this Agreement may be waived at any
time in writing by the party entitled to the benefit thereof, but a waiver in one instance shall not be
deemed to constitute a waiver in any other instance. A failure to enforce any provision of this
Agreement shall not operate as a waiver of the provision or of any other provision hereof.
20.0 ASSIGNMENT. Neither party may assign its rights nor delegate its duties under this Agreement,
in whole or in part, without the other party's written consent (which will not be unreasonably
withheld nor delayed), except that Inktel may assign its rights or delegate its duties under this
Agreement, in whole or in part, without the Customer's consent, to an Inktel affiliate or in
connection with a merger, reorganization or sale of all, or substantially all, of Inktel's assets.
21.0 GOVERNING LAW. This Agreement will be governed by and construed in accordance with the
laws of the State of Florida, without reference to its conflict of laws rules. Venue for any action,
whether at law or equity, filed by either party in connection with this Agreement shall be in Miami-
Dade County, Florida.
22.0 RELATIONSHIP OF THE PARTIES. The parties to this Agreement are independent contractors,
and this Agreement shall not be construed to create a partnership, joint venture, employment or
principal agent relationship between the parties. Each party shall be solely responsible to
compensate any employees, agents or representatives employed or engaged by it to perform
duties under this Agreement and for all taxes, imposts, duties and all charges of any
governmental authority arising from its or his activities under this Agreement. Neither Inktel nor
Customer, nor any person or entity employed by either Inktel or Customer, are authorized to
make any warranty concerning the other party or incur or assume any obligation or liability for the
other party.
23.0 NOTICES. All notices, demands, billings, requests and other written communications hereunder
shall be deemed to have been properly given: (i) upon personal delivery; (ii) on the next business
day following the day sent, if sent by overnight express courier, (iii) on the day sent, or if such day
is not a business day, on the next business day after the day sent, if sent by facsimile providing
the sending party has confirmation of transmittal; or (iv) on the third business day following the
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day sent if sent by first class U.S. mail, postage prepaid, in each case, to the parties at its
address and/or telecopy number as set forth in this Agreement, or at such other address and/or
telecopy number as either party may designate for such purpose in a written notice give to the
other party.
24.0 FORCE MAJEURE. Any delay in or failure of performance by either party under this Agreement
will not be considered a breach of this Agreement and will be excused to the extent caused by
any occurrence beyond the reasonable control of such party including, but not limited to, acts of
God, power outages and governmental restrictions.
25.0 SEVERABILITY. In the event that any portion of this Agreement shall be held to be invalid or
unenforceable by a court or arbitrator, to any extent, such portion shall be enforced to the fullest
lawful extent and the remaining parts hereof shall nevertheless continue to be valid and
enforceable as though the invalid portions were not a part hereof.
26.0 ENTIRE AGREEMENT. This Agreement is the complete and exclusive agreement between the
parties with respect to the subject matter hereof, superseding any prior agreements and
communications (both written and oral) regarding such subject matter. This Agreement may only
be modified, or any rights under it waived, by a written document executed by both parties.
27.0 HEADINGS. Section headings are for convenience only and shall not be deemed a part of this
Agreement.
28.0 COUNTERPARTS. This Agreement may be executed in any number of counterparts, each of
which when so executed and delivered, which may be via facsimile, shall be deemed an original
hereof but all of which together shall constitute one and the same instrument, and it shall not be
necessary in making proof of this Agreement to produce or account for more than one counterpart
hereof.
29.0 INKTEL'S RIGHTS AND REMEDIES CUMULATIVE. The rights and remedies of Inktel provided
herein and all other rights and remedies at law or in equity shall be, to the extent permitted by
law, cumulative and not exclusive of any other right or remedy now or hereafter available at law
or in equity. Neither asserting a right nor employing a remedy shall be deemed to waive any
other right or employment of any other remedy available to Inktel hereunder.
30.0 SURVIVAL. Sections 10.2, 10.4, 11.0, 14.0, 15.0, 21.0, 22.0, and 29.0 of this Agreement shall
survive the expiration or earlier termination of this Agreement.
[Signatures Contained on Following Page]
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IN WITNESS WHEREOF, the parties hereto have caused this Agreement to be executed by their duly
authorized representatives as of the Effective Date set forth above.
CUSTOMER:
By:
(Sig ure)
(Matti Herrera Bower
Mayor
(Title)
~~-c.Q,.~.-
Attest: Robert Parcher
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INKTEL:
INKTEL DIRECT GOVERNMNET BPO
SERVICES, INC.
By:
(Signature)
J. Ricky Arriola,
President
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FORM & LANGUAGE
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3/4/2009
SCHEDULE "A"
SERVICES SCHDULE
inbaund Customer Cali Center Services
Volume:
Pilot Period (4 months) will have an estimated 25,000 annual call volume
Full Operations (3 years) will have an estimated 50,000 to 80,000 annual call volume
Days of Operation: Monday through Friday
Hours of Operation: 8Hours/Day
Project Setup: Establish Telecom services, Database Configuration, Training Curriculum, Script
Integration, Connection to Permits Plus, Connection to Eden Enterprise System and Customize Reporting
Function
Project Management: Required for first three (3) months of program and then as needed thereafter
Custom Programming: $ 125/hour as needed.
Number of Contact Center Agents to be trained: Twelve (12) agents
Type of Agent: Shared or Dedicated as applicable to price model.
Number of Training Hours per Agent required: 24 Hours
Cost Structure: Program will be based on a cost per minute of production time or cost per hour per
dedicated agent time according to price model.
Billing:
Setup Fee and Project Management Fee for first three (3) months are billed upon execution of MSA
Training Fees and Cost per Minute or per hour per dedicated agent depending on applicable price model
are billed once a month
Deployment of TDD (if needed) will be billed in the month it occurs
Terms: 30 days from date of invoice
Estimated Start Date for Training: March 2, 2009
Estimated Go Live Date: March 5, 2009
Inspector Notification Service
It shall be the sole discretion of the Customer to initiate and terminate the Inspector Notification Service
by Inktel. Pricing will be based on an estimated volume of notifications on the Nextel Service per day and
a set up fee for programming and testing will apply (Price TBD).
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314/2009
SCHEDULE "B"
PRICING SCHEDUDLE
The City shall have the flexibility of switching from the following Recommended
Price Model and Alternate Price Model throughout the life of this agreement (See
Following Page).
The City will provide at least a 15 day notice to Inktel to switch from the
Recommended Price Model to the Alternative (or visa versa) and that the change
will take effect on the first day of the subsequent billing cycle.
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SECTION 7
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G t i,_ r Production Minute per Shared Agent $0.66,'n ii u
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Cost per Agent per Hour (Training) $18
Project Management jFirst 3 Months) $1,500/month..'
Digital Recording I~ _h ded
Number of Call Agents 7-10
Cost per Hour per Dedicated Agent* $26/hour
Setup Fee $2,500
Training Hours 24hr
Curriculum Development Collaborative
Cost per Agent per Hour (Training) $18
Script Development Fee Waived
Project Management (First 3 Months) $1,500/ month
Team Supervisor /Quality Assurance Included
Digital Recording Included
Deployment of TDD $3,000
*Cost per hour per dedicated agent will be billed at the same rate and in the same manner as cost per dedicated
--___ _ _~
agent.
Z6
SCHEDULE"C"
(TERMS, REPORTS & PERFORMANCE STANDARDS)
TERMS:
Abandoned Call: Incoming call not answered by a live agent and caller hangs up.
Time to Abandon: Time from caller dial-into caller hang up without ever being answered by a live agent.
Time to Answer: Time from caller dial-into live agent answer.
Handle Time: Time of call from dial-in, including wait time prior to live agent answer, hold time while
connected to agent, talk time, after call work time by agent, to agent recording call disposition (defined
below).
Call Duration: Time from live agent answer to voluntary disconnect by either the agent or caller.
Hold Time: Total time during Call Duration a caller is intentionally placed on hold.
Call Disposition: The outcome of a call. Disposition categories will be created by Inktel and the Customer
during implementation.
After Call Work Time: Time agent works after disconnect to complete call and then record the Call
Disposition.
Customer Satisfaction is defined as a customer scoring the Service during a call experience in the
'satisfied' to `very satisfied' range on this four point scale: `very unsatisfied,' `unsatisfied,' `satisfied' and
'very satisfied'.
REPORTS:
Agent Disposition: The report captures the count per disposition.
Total Minutes by Queue: The report captures the total Handle Time for each phone number serviced by
Inktel.
'h Hour Interval: Report captures the number of incoming calls, calls answered by live agents and calls
abandoned; and the average time to abandon, average time to answer, average handle time, average
hold time, average after call work time and average call duration.
Service Level by 'h Hour: Report captures the percent of calls within every'/2 hour of operating time that
are answered within: 5 seconds, 10 seconds, 20 seconds, 30 seconds, 45 seconds, 1 minute and over 1
minute respectively. This report also captures the call disposition and percent of call dispositions that
were resolved by Inktel within the handle time.
PERFORMANCE STANDARDS:
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These provisions will not apply during the first 90 days of the agreement.
Abandoned Call Rate will not exceed one percent (1%).
The Time to Answer for at least eighty percent (80%) of all calls will not exceed 20 seconds.
The average Time to Answer will not exceed 30 seconds.
An 80% Customer Satisfaction level must be maintained. The method to capture satisfaction levels on
the four point scale will be designed by Inktel and the Customer jointly, and monitored by the Customer.
Inktel will provide the Customer with daily Agent Disposition reports, daily Total Minutes by Queue
reports, '/2 Hour Interval reports and Service Level by'/2 Hour reports during all operating days or hours,
as applicable.
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