EXHIBIT 10.44
SERVICE LEVEL AGREEMENT (SLA)
REMITTANCE PROCESSING SERVICES BETWEEN
BELLSOUTH AFFILIATE SERVICES CORPORATION (BASC) AND
CINGULAR
LOCKBOX SERVICES:
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STANDARD SERVICES:
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ACTIVITIES: TURNAROUND TIME:
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-- Process and deposit customer payments in Atlanta -- Remittance mail received by 4:00AM Eastern
and Charlotte PROs Time (ET) will be processed and deposited by the
same business day
- Processing of the following payment types:
Singles, Multiples, Checks Only, Summary Bills, and -- Remittance mail received after 4:00AM ET will
Cash be processed and deposited by the next business day
- Handling of bank deposits
- Generation and transmission of a daily payment -- Bank cutoff times for same day availability of
file containing payments for both locations deposited funds are 5:00PM ET for Atlanta and
- Generation and transmission of end-of-day 7:00PM ET for Charlotte.
reports file
-- Payment file will be generated and transmitted to
CINGULAR from Monday through Friday by 8:30PM ET
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-- Handle and process payment exceptions -- Status or resolution of exception will be provided
within 24 hours.
- Limited handling and processing of out-of-
balance payments and unidentified accounts as
allowed by CARE; otherwise, item will be returned
to affiliate for further clarification
- Items that cannot be handled at the PRO
locations will be returned to CINGULAR (e.g.
incorrect payee, foreign checks)
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-- Process and distribute customer correspondence -- Correspondence mail received by 4:00AM ET will
be distributed by 10:00AM ET next business day.
- Customer correspondence will be distributed by Correspondence mail received after 4:00AM ET will
P.O. Box according to list provided by CINGULAR. be delivered by 10:00AM ET second business day.
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-- Provide monthly performance monitoring report -- Reports will be available to CINGULAR by the
8th workday of each month (Atlanta and Charlotte
performance results)
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-- Provide Payment Inquiry services such as -- Status or resolution will be provided within 3
researching payments and distributing backup detail business days of receipt of the inquiry
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-- Forward misdirected bank adjustments, bank -- Misdirected documentation will be forwarded
statements, or dishonor checks to CINGULAR within 48 hours of receipt
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NON-STANDARD SERVICES:
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ACTIVITIES: TURNAROUND TIME:
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-- Provide paper copies of end-of-day reports to -- End-of-day package will be delivered to
CINGULAR CINGULAR by 7:00AM ET next business day from the
Atlanta PRO
- Reports included in this package are:
- PRO Report of Collections and Deposits -- End-of-day package will be delivered to
- Daily Transaction Type Summary Report CINGULAR by 10:30AM ET next business day from the
- Exception Report - Unidentified and Out- Charlotte PRO
of-Balance Transactions
- Batch Status Report
- Daily Batch Type Summary Report
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PERFORMANCE METRICS AND MONITORING PROCESS:
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METRICS:
- 80% of the remittance mail received by 4:00 AM ET in the PRO will be
processed on the same business day and the payment file sent to CINGULAR by
8:00PM ET (assumes 5 day a week processing)
- Encoding errors will not exceed .006% based on a three-month rolling
average. (BASC will make every reasonable effort to outperform this
objective.)
- Misapplied payments will not exceed .006% based on a three-month rolling
average. (BASC will make every reasonable effort to outperform this
objective.)
PERFORMANCE REPORTING AND MONITORING PROCESS:
- Performance Monitoring Reports: Carry-over, Monthly Batch Type Summary,
Encoding and Misapplied
- Performance, and Inquiry Tracking (available daily) will be formally
reported monthly.
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CINGULAR RESPONSIBILITIES:
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IN ORDER TO PROVIDE THE ABOVE MENTIONED SERVICES, PERFORMANCE METRICS & PRICING,
BASC NEEDS THE FOLLOWING FROM CINGULAR:
- CINGULAR will use the agreed upon scanline, standard envelopes and
remittance documents. All changes to these items must be coordinated with
and agreed upon by BASC prior to implementation.
- All errors or problems caused by the PRO locations and detected by CINGULAR
should be referred to a PRO Inquiry clerk in order to monitor performance,
identify problems and solutions. An account inquiry form must be completed
and contain the customer account information, date and amount. The form
must be faxed to the appropriate PRO location.
- CINGULAR should provide a copy of the encoding and misapplied payments
performance report card to BASC PRO on a monthly basis.
- If BASC identifies recurring problem payments, a CINGULAR representative
will work with BASC and the customer to find solutions to the problem
payments within three billing cycles.
- CINGULAR will be responsible for opening, closing and paying all fees for
all required post office boxes.
- The CINGULAR Mini Master file will be delivered to the PRO centers by the
1st workday of each month.
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Approved:
Cingular Corporation BellSouth Affiliated Services Corporation
By: By:
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Xxxxxx Xxxxxxx Xxxxxxx X. Xxxx
Director - Cash Management Director - Remittance Processing
APPENDIX A
SLA CONTACTS
CONTACT TITLE COMPANY CONTACT NUMBER
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Xxxxx Xxxxxx Atlanta PRO Manager BASC (000) 000-0000
Xxxxxxxx Xxxxxxx Charlotte PRO Manager BASC (000) 000-0000
Xxxxxx Xxxx M&P Analyst BASC (000) 000-0000
Xxxx Xxxx Remittance Processing Director BASC (000) 000-0000
Xxxxxx Xxxxxxx Director of Cash Accounting CINGULAR (000) 000-0000
Xxx Xxxxx Chief Financial Officer CINGULAR (000) 000-0000
APPENDIX B
PRO LOCATIONS AND CONTACTS
PRO LOCATION CONTACT FAX
ADDRESS CONTACT TITLE NUMBER NUMBER
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Atlanta PRO
000 Xxxxxxxx Xx.
Xxxxx 0000 XX Xxxx
Xxxxxxx, XX 00000
Xxxxxxx Xxxxxxx Day - Supervisor (000) 000-0000 (000) 000-0000
Xxx Xxxx Day - Supervisor (000) 000-0000 (000) 000-0000
Xxxxx Xxxxxxx Day - Supervisor (000) 000-0000 (000) 000-0000
Schwann Xxxxxx Day - Supervisor (000) 000-0000 (000) 000-0000
Xxxx Xxxxxxx Evening - Supervisor (000) 000-0000 (000) 000-0000
Xxxx Xxxxxx Evening - Supervisor (000) 000-0000 (000) 000-0000
Xxxxx Xxxxxx Night - Supervisor (000) 000-0000 (000) 000-0000
Xxxxx Xxxxxxxx Night - Supervisor (000) 000-0000 (000) 000-0000
Charlotte PRO Xxxxx Xxxxxxxx Day - Supervisor (000) 000-0000 (704) 378-6389
000 X. Xxxxxxxx Xxxxxx
Xxxx 000
Xxxxxxxxx XX
Xxxxxxxx Xxxxxxxxx Day - Supervisor (000) 000-0000 (000) 000-0000
Xxxxx Xxxxxx Day/Weekend - Supervisor (000) 000-0000 (000) 000-0000
Xxxxxxx Xxxxxx Day - Supervisor (000) 000-0000 (000) 000-0000
Xxxxx XxXxxx Day - Supervisor (000) 000-0000 (000) 000-0000
Xxxxxx Xxxxxx Evening - Supervisor (000) 000-0000 (000) 000-0000
Xxxx Xxxxxxxxx Evening - Supervisor (000) 000-0000 (000) 000-0000
Xxxxxxx Xxxxxxxx Night - Supervisor (000) 000-0000 (000) 000-0000
Xxxxxxxxx Xxxxx Night - Supervisor (000) 000-0000 (000) 000-0000
APPENDIX C
PRICE LIST
PAYMENT TYPES DIRECT UNIT COSTS
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Singles 0.0502
Multiples 0.1123
Summary 0.2422
Checks Only 0.3394
Cash 3.16368
Overhead Rates:
Overhead other than IT: 37.95%
IT system access & support: 11.38%
