Common use of Volume and Forecasting Process Clause in Contracts

Volume and Forecasting Process. AT&T anticipates it will generate a volume of Work for Supplier to staff [*] Order Specialist FTE’s (subject to AT&T’s written request and written approval). Supplier agrees to provide such Order Specialists as requested and approved by AT&T in writing per the following notification. For headcount increases, Supplier shall provide such increased headcount within [*] days. Supplier shall not invoice AT&T for any decreased headcount after the effective date of such headcount reduction stated in the written notice. AT&T reserves the right at anytime, in its sole discretion, to make increases or decreases to said figure in writing, for any reasons whatsoever, including without limitation the following conditions: account movement, performance issues, changes in volume growth, and impacting technical and system enhancements to Local Ordering processes which would impact the requirement of human intervention. Supplier agrees to implement such increases or decreases as directed by AT&T. Notwithstanding the above referenced anticipated volume and forecasts, Supplier acknowledges that AT&T has no commitment or obligation to furnish work or compensation to Supplier and Supplier accepts the economic risks that volumes may vary substantially upward or downward of any AT&T forecasts. Supplier further acknowledges that AT&T’s sole obligation shall be to pay for work actually performed and that AT&T has no responsibility for Supplier’s refresher, continuation or attrition training cost. Proprietary Information The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party representatives, except under written agreement by the contracting Parties. Agreement No. 20070105.006.S.001 Local Programs Local Statement of Work 22 January 2007 Page 7 of 36 UNE-P H. Training Requirements Duration: Training duration is approximately [*] and shall include the following: Prime Standalone — [*] Duration ABN— [*] Duration One Net — [*] Duration Such training shall include the following: MACD UNE-P IOM System Training Customer Care Soft Skills Escalations/Expedites DMOQ’s/Metrics Project Management Other as necessary Other AT&T systems as may be identified by AT&T The project plan, timelines and schedules will be developed in parallel to this training. Supplier shall recruit, train and staff OSs pursuant to AT&T’s written authorization. AT&T reserves the right, in its sole discretion, to change any items and Supplier agrees to adhere to such changes. AT&T currently has various training programs in place for the OS position. AT&T agrees to provide the first such training programs to the Supplier. Supplier shall provide the following: • Supplier provides a designated trainer or supervisor to attend these classes • Supplier will then assume full responsibility for training their resources from that point forward AT&T will provide the necessary job aides to enable the Supplier to accurately complete ordering screens, system access, training materials.

Volume and Forecasting Process. AT&T anticipates it will generate a volume of Work for Supplier to staff [*] Order Specialist FTE’s (subject to AT&T’s written request and written approval). Supplier agrees to provide such Order Specialists as requested and approved by AT&T in writing per the following notification. For headcount increases, Supplier shall provide such increased headcount within [*] days. Supplier shall not invoice AT&T for any decreased headcount after the effective date of such headcount reduction stated in the written notice. AT&T reserves the right at anytime, in its sole discretion, to make increases or decreases to said figure in writing, for any reasons whatsoever, including without limitation the following conditions: account movement, performance issues, changes in volume growth, and impacting technical and system enhancements to Local Ordering processes which would impact the requirement of human intervention. Supplier agrees to implement such increases or decreases as directed by AT&T. Proprietary Information The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party representatives, except under written agreement by the contracting Parties. Agreement No. 20070105.006.S.001 Local Programs Local Statement of Work 22 January 2007 Page 30 of 36 Notwithstanding the above referenced anticipated volume and forecasts, Supplier acknowledges that AT&T has no commitment or obligation to furnish work or compensation to Supplier and Supplier accepts the economic risks that volumes may vary substantially upward or downward of any AT&T forecasts. Supplier further acknowledges that AT&T’s sole obligation shall be to pay for work actually performed and that AT&T has no responsibility for Supplier’s refresher, continuation or attrition training costcosts. Proprietary Information The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party representatives, except under written agreement by the contracting Parties. Agreement No. 20070105.006.S.001 Local Programs Local Statement of Work 22 January 2007 Page 7 of 36 UNE-P Data H. Training Requirements General Overview Duration: Training duration is approximately Approximately [*] AT&T Local Data Products and shall include the following: Prime Standalone — [*] Duration ABN— [*] Duration One Net — [*] Duration Such training shall include the following: MACD UNE-P IOM System Training Customer Care Soft Skills Escalations/Expedites DMOQ’sServices Stargems Overview of other related systems such as USRP and PLOT Overview of Local Data DMOQs/Metrics Project Management Other as necessary Other AT&T systems as may be identified by AT&T The project plan, timelines and schedules will be developed in parallel to this training. Supplier shall recruit, train and staff OSs pursuant to AT&T’s written authorization. AT&T reserves the right, in its sole discretion, to change any items and Supplier agrees to adhere to such changes. AT&T currently has various training programs in place for the Data OS position. AT&T agrees to will provide the first such training programs covering the topics above to the Supplier. , and Supplier shall provide the followingagrees that: • Supplier provides must guarantee that a designated trainer or and supervisor to from their team will attend these classes classes, at no charge to AT&T. • Supplier will then assume full responsibility for training their resources from that point forward forward. AT&T will provide the necessary job aides to enable the Supplier to accurately complete ordering screens, system access, and training materials. Training Locations Training to take place at Supplier’s Work Location in Greeley, CO. For changes in Supplier’s training location that is initiated by Supplier, Supplier shall assume all travel expenses for Supplier’s employees.

Volume and Forecasting Process. AT&T anticipates it will generate a volume of Work for Supplier to staff [*] Order Specialist FTE’s (subject to AT&T’s written request and written approval). Supplier agrees to provide such Order Specialists as requested and approved by AT&T in writing per the following notification. For headcount increases, Supplier shall provide such increased headcount within [*] days. Supplier shall not invoice AT&T for any decreased headcount after the effective date of such headcount reduction stated in the written notice. AT&T reserves the right at anytime, in its sole discretion, to make increases or decreases to said figure in writing, for any reasons whatsoever, including without limitation the following conditions: account movement, performance issues, changes in volume growth, and impacting technical and system enhancements to Local Ordering processes which would impact the requirement of human intervention. Supplier agrees to implement such increases or decreases as directed by AT&T. Proprietary Information The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party representatives, except under written agreement by the contracting Parties. Notwithstanding the above referenced anticipated volume and forecasts, Supplier acknowledges that AT&T has no commitment or obligation to furnish work or compensation to Supplier and Supplier accepts the economic risks that volumes may vary substantially upward or downward of any AT&T forecasts. Supplier further acknowledges that AT&T’s sole obligation shall be to pay for work actually performed and that AT&T has no responsibility for Supplier’s refresher, continuation or attrition training cost. Proprietary Information The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party representatives, except under written agreement by the contracting Parties. Agreement No. 20070105.006.S.001 Local Programs Local Statement of Work 22 January 2007 Page 7 of 36 UNE-P H. Training Requirements Duration: Training duration is approximately [*] and shall include the following: Prime Standalone — [*] Duration ABN— [*] Duration One Net — [*] Duration Such training shall include the following: MACD UNE-P IOM System Training Customer Care Soft Skills Escalations/Expedites DMOQ’s/Metrics Project Management Other as necessary Other AT&T systems as may be identified by AT&T The project plan, timelines and schedules will be developed in parallel to this training. Supplier shall recruit, train and staff OSs pursuant to AT&T’s written authorization. AT&T reserves the right, in its sole discretion, to change any items and Supplier agrees to adhere to such changes. AT&T currently has various training programs in place for the OS position. AT&T agrees to provide the first such training programs to the Supplier. Supplier shall provide the following: • Supplier provides a designated trainer or supervisor to attend these classes • Supplier will then assume full responsibility for training their resources from that point forward AT&T will provide the necessary job aides to enable the Supplier to accurately complete ordering screens, system access, training materialscosts.

Volume and Forecasting Process. AT&T anticipates it will generate a volume of Work for Supplier to staff [*] Order Specialist FTE’s Specialists (subject to AT&T’s written request and written approval). Supplier agrees to provide such Order Specialists as requested and approved by AT&T in writing per the following notification. For headcount increases, Supplier shall provide such increased headcount within [*] forty-five (45) days, but no greater than sixty (60) days. For any headcount decreases, AT&T agrees to provide thirty (30) days written notice. Supplier shall not invoice AT&T for any such decreased headcount after the effective date of such headcount reduction stated in the written notice. AT&T reserves the right at anytime, in its sole discretion, to make increases or decreases to said figure in writing, for any reasons whatsoever, including without limitation the following conditions: account movement, performance issues, changes in volume growth, and impacting technical and system enhancements to Local HSSD Ordering processes which would impact the requirement of human intervention. Supplier agrees to implement such increases or decreases as directed by AT&T. Notwithstanding the above referenced anticipated volume and forecasts, Supplier acknowledges that AT&T has no commitment or obligation to furnish work or compensation to Supplier and Supplier accepts the economic risks that volumes may vary substantially upward or downward of any AT&T forecasts. Supplier further acknowledges that AT&T’s sole obligation shall be to pay for work actually performed and that AT&T has no responsibility for Supplier’s refresher, continuation or attrition training costcosts. Proprietary Information The information contained in this Agreement is not for use or disclosure outside AT&T, Supplier, their Affiliates and their third party representatives, except under written agreement by the contracting Parties. Agreement High Speed Ordering Order No. 20070105.006.S.001 Local Programs Local Statement 20070105.006.003 Attachment A Page 5 of Work 22 January 2007 Page 7 of 36 UNE-P H. 14 D. Training Requirements Duration: Training duration is approximately [*] and shall include the following: Prime Standalone — [*] Duration ABN— [*] Duration One Net — [*] Duration Such training shall include the following: MACD UNE-P IOM System Training Customer Care Soft Skills Escalations/Expedites DMOQ’s/Metrics Project Management Other as necessary Other AT&T systems as may be identified by AT&T The project plan, timelines and schedules will be developed in parallel to this training. Supplier shall recruit, train and staff OSs pursuant to AT&T’s written authorization. AT&T reserves the right, in its sole discretion, to change any items and Supplier agrees to adhere to such changes. AT&T currently has various training programs in place for providers of the OS positionProgram. If AT&T agrees has an existing training program relating to particular work at the time of execution of this Agreement, AT&T may provide such training program to Supplier, at AT&T’s sole discretion, to allow Supplier to train its employees. If additional training programs are necessary to train individuals to provide the first Program, Supplier and AT&T will jointly develop such training programs programs, to become the sole property of AT&T. Supplier shall provide, at Supplier’s facilities, a dedicated training and education staff for all new hire and supplemental training for all Order Specialists, as part of the Order Specialist requirements as set forth in this Order. Supplier warrants that this training and education staff will have extensive knowledge of HSSD communication and skill requirements mentioned herein. Supplier shall provide a quality-training program that ensures proficiency in both basic voice communications and customer care soft skills. Supplier agrees that Order Specialist shall receive the followingfollowing training: • Supplier provides Basic HSSD communications: Minimum curriculum requirements necessary to provide new associates with a designated trainer or supervisor basic knowledge of HSSD communications. • Computer Literacy (including email, Excel, Word, PowerPoint) • Customer Care Skills (e.g., handling difficult customers, customer dissatisfactions/objections, etc.) • Topics directly related to attend these classes the products, services, systems, and processes provided by AT&T including, but not limited to: Duration: Total training period, as follows: • Supplier will then assume full responsibility for Five (5) days of training their resources from that point forward AT&T will provide the necessary job aides to enable the Supplier to accurately complete ordering screens, system access, training materials.followed by