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EXHIBIT 10.27
CONFIDENTIAL
[LOGISTIX LETTERHEAD]
LOGISTIX
CALL CENTER AGREEMENT
This Call Center Agreement is made the 13th day of October, 1997 between
SOFTWARE LOGISTICS CORPORATION, D.B.A. LOGISTIX, having its principal place of
business at 00000 Xxxx Xxxxxxx Xxxxxxxxx, Xxxxxxxxxx 00000 (hereinafter,
"Logistix"), and xxxxxxxx.xxx, having its principal place of business at 000
Xxxxx Xxxxxxxxxx Xxxx., Xxxxx 000, Xxx Xxxx, XX 00000, (hereinafter,
"Customer").
A. WHEREAS Logistix is a turnkey software manufacturer and integrated supply
chain management company; and
B. WHEREAS Customer wishes to purchase call center services (including, but
not limited to, inbound and outbound telesales, and electronic order entry
services) more particularly described in the Purchasing Directions, as
defined below and as amended from time to time, (hereinafter, "the
Services") from Logistix.
NOW, THEREFORE, Customer and Logistix agree as follows:
1. PURCHASING DIRECTIONS. Customer shall deliver to Logistix a written order,
consistent with each of Logistix' final quotations, describing the Services
to be provided hereunder, and the quantities, pricing and schedule for
such Services (hereinafter, a "Purchasing Direction"), for Call Center
Services, beginning with the first day on which Logistix is expected to
deliver such Services to Customer. Logistix' acceptance of any Purchasing
Directions is expressly subject to the terms and conditions stated in this
Agreement.
2. SERVICE SPECIFICATIONS. Customer agrees to provide Logistix with written
specifications (Exhibit "A"), pertaining to each of the requested Call
Center Services which are acceptable to Logistix (hereinafter, the
"Specifications"), along with the Purchasing Directions for such Services.
No Specifications shall be binding on Logistix unless and until Logistix
approves such Specifications in writing. To the extent Customer does not
provide the specifications with respect to any of the Services, Logistix
will provide such Services in accordance with generally accepted industry
practices.
3. CHANGES TO SERVICES SCHEDULE. Customer may reschedule the Services upon
reasonable prior notice to Logistix and with Logistix' consent. It is
understood that Logistix may charge additionally for such rescheduling. In
the event any of the Services are rescheduled for a date beyond the
period described in Section 1 above, Logistix shall have the right to
invoice Customer as if such Services were delivered on the last day of
such period.
4. SPECIFICATION CHANGES. Customer understands that requests for revisions in
the Specifications may result in changes to the pricing, quantities and/or
Services schedule set forth in the Purchasing Directions for such
Services, and Logistix will have the right to reprice any of the Services
for which changes in the Specifications are being made in accordance with
any such revisions. Customer will notify Logistix of all impending
revisions to the Specifications including, but not limited to, changes to
performance requirements, configuration, design or function, with
sufficient lead time to permit Logistix to implement the requested changes
without incurring unnecessary expenses. However, Logistix will invoice
Customer for all costs associated with such
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CONFIDENTIAL
changes to the Specifications (including, but not limited to, obsoleting
equipment or material, pod reconfigurations, and redeployment of labor) at
customary and reasonable industry rates.
5. START-UP COSTS. Customer may require Logistix to incur certain program
start-up or ramp-up costs relating to, and prior to commencement of, the
Services. It is mutually understood that each of the parties shall bear its
own such costs in connection with the terms and conditions of this
Agreement. Such costs are exclusive of any pricing contained in the
accompanying Statement of Work (Exhibit A). However, the parties agree that
should this Agreement terminate pursuant to Section 13 within four (4)
months following execution of this Agreement, Customer shall be liable for,
and shall compensate Logistix for, up to $10,000 of such costs, such amount
to be determined at Logistix' sole discretion.
6. INVOICES. Logistix' invoices shall contain the following information:
Service number, description of Services, quantities, unit prices, extended
totals and applicable taxes in addition to any other information mutually
agreed to by both parties. Bills of lading, express receipts, or other proof
of delivery shall be furnished upon Customer's request. Any charges for
setup, expedits or rush charges, or other costs not ordinarily included in
the Services pricing, will be invoiced separately. Logistix shall invoice
Customer for the Services at agreed-to intervals. Payment of invoices in
full will be due net thirty (30) days from date of Logistix' invoice.
7. CREDIT. Customer's credit limit and any credit conditions will be set forth
in a separate letter from Logistix, which shall be deemed to be incorporated
herein by this reference, and will cover in the aggregate, the open orders
from Customer for Services ordered throughout the then applicable period and
all unpaid receivables from Customer. Logistix shall have the right to
reduce Customer's credit limit, in its sole and absolute discretion,
effective upon Customer's receipt of written notice of such reduction;
provided, however, that a reduction of the credit limit below Customer's
then outstanding obligations to Logistix shall not cause Customer to be in
default hereunder.
8. LATE FEES. No invoice discounts are authorized. Logistix shall have the
right to charge interest on all past due amounts at a rate not to exceed the
maximum rate permitted by applicable law. These rights are in addition to
any other remedies Logistix may have as the result of a late payment.
9. NO OFFSETS. Customer shall pay Logistix' invoices in full and on time
without offset for any amount claimed to be owed by Logistix to Customer. In
the event Customer disputes any amount of any of Logistix' invoices,
Customer shall nevertheless pay the balance of such invoice and any other
invoice.
10. TAXES. Unless otherwise specified, the prices set forth in the Purchasing
Directions do not include applicable Federal, state and local taxes. If
taxes do apply, all such taxes shall be stated separately on Logistix'
invoice and paid by Customer. If Customer claims that certain taxes are not
payable, Customer will provide Logistix with a tax exemption certificate,
with respect to such taxes, acceptable to the taxing authorities.
11. CUSTOMER PROPERTY. Logistix will use reasonable care to protect, in
accordance with normal industry standards, all property of Customer in
Logistix' facilities.
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12. LIMITED WARRANTY. Logistix warrants that the Services sold hereunder, at
the time of completion, will conform, in all material respects, to the
Specifications.
NOTHING HEREIN SHALL BE CONSTRUED AS PASSING OR INTENDING TO PASS
LOGISTIX' WARRANTY TO ANY CUSTOMER(S) OF CUSTOMER.
THIS WARRANTY IS EXCLUSIVE AND IN LIEU OF ALL OTHER WARRANTIES EXPRESS OR
IMPLIED, INCLUDING, BUT NOT LIMITED TO, ANY IMPLIED WARRANTY OF
MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, WHICH ARE HEREBY
EXPRESSLY DISCLAIMED. ANY ACTION FOR BREACH OF WARRANTY MUST BE SERVED ON
LOGISTIX WITHIN ONE YEAR AFTER COMPLETION OF THE SERVICES, WITH RESPECT TO
WHICH THE BREACH IS CLAIMED.
CUSTOMER'S ONLY REMEDIES FOR BREACH OF THIS AGREEMENT BY LOGISTIX ARE SET
FORTH IN THIS WARRANTY PROVISION AND THE TERMINATION PROVISIONS OF THIS
AGREEMENT.
13. TERMINATION.
13.1. Termination in Default. In the event Customer does not make a
payment to Logistix which Customer is required to make pursuant to
this Agreement, and fails to cure such breach within ten (10)
calendar days of receiving written notice from Logistix of such
failure, Logistix may terminate this Agreement immediately, in its
entirety or with respect to any of the Services subject to one or
more Purchasing Directions, by sending Customer a notice of
termination.
13.2. Termination of Purchase Order. Either party hereto may terminate
the Agreement, in its entirety or as it relates to any of the
Services subject to one or more Purchasing Directions, by providing
the other party with written notice of such termination, if the
other party:
(a) breaches any of its covenants under the Agreement and fails to
cure such breach within fifteen (15) days of receiving written
notice, specifying such breach, from the other party;
(b) becomes insolvent, makes an assignment for the benefit of its
creditors or generally fails to pay its debts as they become
due;
(c) is the subject of any proceeding, commenced by or against it,
under any bankruptcy, reorganization or similar law; or
(d) makes any representation or warranty that proves to be, in any
material respect, false or misleading to the other party in
order to induce the other party to enter into the Agreement.
13.3. Voluntary Termination. Both Logistix and Customer shall have the
right to terminate the Agreement without cause, in its entirety or
as it relates to any of the Services subject to one or more
Purchasing Directions, upon sixty (60) days prior written notice to
the other party (the "Notice Period").
13.4 Payment on Termination. Customer shall pay, by cashier's check,
invoices furnished by Logistix under this Section 13 within ten
(10) calendar days of its receipt thereof.
14. PATENT INDEMNITY. Customer shall indemnify Logistix, and hold it harmless,
from and against any loss, damage, liability, costs or expense (including,
without limitation, court costs and attorneys' fees), and any claim,
action or proceeding in connection therewith, which Logistix may incur or
suffer, resulting or arising from:
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CONFIDENTIAL
(a) any alleged or actual infringement of any patent, trademark
or copyright, or misuse of any trade secret, of any third
party which results from Logistix' compliance with any of
the Specifications or Customer's instructions with respect
to any of the Services, including, without limitation, any
instructions of Customer with respect to:
(i) copying of master data; or
(ii) disk duplication, (collectively, "Customer
Instructions"); and
(b) any injury to any person or property which is alleged to
have been caused, or is caused, in whole or in part, by any
of the Services performed by Logistix in compliance with the
Specifications or Customer's Instructions.
Customer shall defend Logistix, at Customer's sole expense, with counsel of
its own selection (but which counsel is reasonably acceptable to Logistix)
against any such claim, action or proceeding if Logistix gives Customer
written notice of any such claim, action or proceeding promptly after
becoming aware of such claim, action or proceeding; provided, however, that
Logistix shall also have the right to participate in such defense, at its
own expense, with counsel of its selection. Customer shall have no right to
settle such claim, action or proceeding unless, upon such settlement,
Logistix is released from any obligation or liability with respect to such
claim or the allegations in such action or proceeding, as the case may be.
15. COMPLIANCE WITH LAWS. Each party will defend and hold each other harmless
from any claim, loss, cost, liability, or damage incurred as a result of
the violation by the other of any law, rule or regulation of the United
States or any state of any governmental agency.
16. CONFIDENTIALITY. Each party may disclose to the other information
concerning its business, product development, inventories, know-how, or
trade secrets ("Confidential Information") as may be necessary to further
the performance of the Agreement. All Confidential Information, disclosed
during the performance of this Agreement, shall remain the sole property of
the party disclosing same, and the receiving party shall receive no rights
with respect to such Confidential Information except as set forth in this
Agreement. Each party agrees to maintain the Confidential Information of
the other party in confidence and further agrees to take all reasonable
precautions to prevent any unauthorized disclosure of such Confidential
Information by its employees or independent contractors. This Section shall
impose no obligation upon the receiving party with respect to any portion
of any Confidential Information which:
(a) was known to the receiving party at the time of its disclosure;
(b) through no act or failure to act on the part of the receiving
party, becomes generally known or available;
(c) is, or has been, furnished to others by the disclosing party,
without restriction on disclosure; or
(d) has been furnished to the receiving party by a third party as a
matter of right and without restriction on disclosure.
17. RECRUITMENT OF LOGISTIX' EMPLOYEES. Customer and Logistix shall not recruit
or offer employment to each other's employees, or persons who had been
employed by the other party within 180 days prior to any such recruiting or
the making of any such offer of employment by the other party, while the
Agreement is in effect or for the period of one year following the
termination of the Agreement.
18. MISCELLANEOUS.
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18.1 Force Majeure. Logistix shall not be liable for any failure to complete,
or any delay in the completion of, the Services, due to any cause beyond
its reasonable control, including, but not limited to, acts of God, acts
of civil or military authority, fires, epidemics, floods, earthquakes,
riots, wars, sabotage, labor shortages or disputes, vendor or
subcontractor defaults, materials shortages and governmental actions. In
the event such a failure or delay results from such an event, Logistix
will notify Customer of the causes of such failure or delay and the
period of performance shall be extended by a period equal to the delay
caused by such event.
18.2 Waiver. No waiver of any right or obligation of either party under this
Agreement shall be effective unless in writing, specifying such waiver,
executed by the party against which such waiver is being enforced. A
waiver by either party of any of its rights under this Agreement on any
occasion shall not be a bar to the exercise of the same right on any
subsequent occasion or of any other right at any time.
18.3 Cumulative Remedies. A termination of the Agreement, or any portion
thereof, by either party hereto shall not preclude such party from
exercising any other right, power or remedy, at law or in equity, which
it may have hereunder or otherwise, all of which are cumulative and not
exclusive.
18.4 Headings. The section headings in the Agreement are provided for
reference only and shall not affect the interpretation of the Agreement.
18.5 Entire Agreement, Exhibits and Amendments. The Agreement and the
attachments thereto are the exclusive understanding between Customer and
Logistix with respect to the Services for Customer by Logistix. Any and
all prior or contemporaneous agreements concerning such matters, whether
written or oral, are null and void. This Agreement may be amended,
altered or modified only by a writing, specifying such amendment,
alteration or modification, executed by an authorized officer of each
party.
18.6 Notices. All notices and other communications related to the Agreement
shall be in writing and will be effective when actually received, or, if
earlier, one day after being sent by facsimile or overnight air freight
or express mail, or five days after being sent certified mail, return
receipt requested, addressed to the intended party at the address set
forth on the Agreement or such other address with respect to which such
party shall give the other written notice.
18.7 Assignment. No rights or obligations under this Agreement shall be
assigned by either party, except as specifically permitted herein,
without the prior written consent of the other party.
18.8 Applicable Law. The validity, performance, and construction of this
Agreement shall be governed by the laws of the State of California with
respect to the contracts entered into, and to be performed in,
California.
18.9 Jurisdiction and Venue. The parties hereto consent to the jurisdiction
of all Federal and state courts in California, and agree that venue
shall lie exclusively in Santa Xxxxx County, California.
18.10 Additional Actions and Documents. The parties shall execute and deliver
such further documents and instruments and shall take such other further
actions as may be required or appropriate to carry out the intents and
purposes of this Agreement.
18.11 General Limitations of Liability. IN NO EVENT, WHETHER AS A RESULT OF
BREACH OF CONTRACT, WARRANTY, TORT (INCLUDING NEGLIGENCE), STRICT
LIABILITY, A FAILURE OF ANY SERVICE TO MEET SPECIFICATIONS, OR
OTHERWISE, SHALL LOGISTIX BE LIABLE FOR LOSS OF PROFITS OR REVENUES,
LOSS OF GOODWILL, CLAIMS OF CUSTOMER'S CUSTOMERS OR SPECIAL, INCIDENTAL,
CONSEQUENTIAL
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OR PUNITIVE DAMAGES OF ANY NATURE.
18.12 Attorney's Fees. In the event of a dispute between the parties, the
prevailing party's attorney's fees shall be paid by the other.
18.13 Term. Subject to Section 13, the initial term of this Agreement shall
be for one (1) year. The Agreement commences on the date on which it
is made as set forth at the top of the first page and shall be renewed
automatically annually, on its anniversary date, for successive one
year terms unless sooner terminated.
IN WITNESS WHEREOF, the Parties hereto have caused this instrument to be duly
executed as of the day and year first above written.
xxxxxxxx.xxx LOGISTIX
By: [SIG] By: [SIG]
------------------------------ ------------------------------
Name: Xxxxxxx X. XxXxxxxxx Name: /s/ Xxxxxxx Xxxxxxxxxx
---------------------------- ----------------------------
Title: CEO Title: President
--------------------------- ---------------------------
Date: 10/24/89 Date: 10/17/97
---------------------------- ----------------------------
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xxxxxxxx.xxx STATEMENT OF WORK*
SCOPE OF WORK
The below items represent Logistix' understanding of the business requirements
and/or services requested to support the business objectives of xxxxxxxx.xxx.
1. CALL CENTER
- Provide Communication Center Services to handle inbound and outbound
customer service calls to and from xxxxxxxx.xxx customers for the
following activities - based in pre-approved scripts from
xxxxxxxx.xxx and Logistix:
- Inquiry Handling by phone and email
- Referrals of escalation calls back to xxxxxxxx.xxx
- Basic Telephone Services (does not include Upselling,
Cross-selling or Outbound Telephone Sales).
- Assist in the unlocking of keys
- Outbound Customer Service Call backs
- Convert Inquiries to Orders
- Utilize xxxxxxxx.xxx systems for order entry and customer service
- Language: English only - USA and Canada
- Volume: Telephone 1,000 monthly
- E-Mails 3,000 monthly
- 50% post order follow-up
- Based on above Volume - Logistix will provide Customer Service Reps
with the following skill sets: Self motivated, eager to learn, team
player, interest in technology, good verbal skills, internet
knowledge, problem solving skills. Based on the above volume,
Logistix estimates the use of 3 CSRs and 1 Lead.
- The line(s) communication between xxxxxxxx.xxx and Logistix will be
the sole responsibility (set-up and financial) of xxxxxxxx.xxx
- Call Center Metrics:
- Hours of operations: 7am-6pm, Monday thru Friday, PST (excludes
Logistix holidays)
- Service Level Targets:
- Telephone: 85% and answered within 60 sec
3% abandonment
- Email: same day response, 24 hr resolution (during
business - hours and days)
- NOTE: xxxxxxxx.xxx will handle all technical support and training
issues with xxxxxxxx.xxx's system. Logistix will be responsible for
maintaining only Logistix owned systems and applications.
2. ORDER ENTRY
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o Project Management fee of $5000 will be billed if volume activity is 80%
or less of forecasted inbound call and email volumes (as stated in this
document) in addition to the talk time and email xxxxxxxx. The first 60
days from Go Live Date will not be counted in the activity volume and
therefore not subjected to the Project Management fee.
o If Transactions (calls and emails) increase to a combined volume of
8000/month - Pricing will be revisited.
o Additional fees may apply if other services are required.
o The parties understand that the Statement of Work is a living document and
is subject to change and/or modification until finalized at time of
contract signing.
/s/ X. X. XXXXXXXXX
--------------------------------------
xxxxxxxx.xxx (signature) Date
/s/ XXXXXXX X. XXXXXXXXX
--------------------------------------
please spell name Date
/s/ X. XXXXXX 9/10
--------------------------------------
Logistix (signature) Date
/s/ XXXXXX XXXXXX 9/10
--------------------------------------
please spell name Date
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xxxxxxxx.xxx STATEMENT OF WORK
The below items represent Logistix' understanding of the business requirements
and/or services requested to support the business objectives of xxxxxxxx.xxx.
1. CALL CENTER
Provide Communication Center Services to handle customer service
transactions to and from xxxxxxxx.xxx customers for the following
activities - based in pre-approved scripts from xxxxxxxx.xxx and
Logistix:
- Inquiry Handling by phone and email
- Referrals of escalation calls back to xxxxxxxx.xxx
- Basic Telephone Services (does not include Upselling,
Cross-selling or Outbound Telephone Sales).
- Assist in the unlocking of keys
- Outbound Customer Service Call backs
- Convert Inquiries to Orders
- Utilize xxxxxxxx.xxx systems for order entry and customer
service
- Language: English only - USA and Canada
- Logistix will monitor calls and emails up to 4 times daily,
and will provide xxxxxxxx.xxx with the capability for remote
monitoring
- Current Business Volume:
- Telephone-Minimum 1,000 monthly
- E-Mails-Minimum 3,000 monthly
- 50% post order follow-up
- Additional Business Volume:
- 800 inquiries daily (approx 24,000 monthly)
- 50% telephone, 50% email
- Based on above volumes:
o Logistix will provide Customer Service Reps with the following
skill sets: Self motivated, eager to learn, team player,
interest in technology, good verbal skills, internet knowledge,
problem solving skills.
a) Per xxxxxxxx.xxx's request, Logistix will evaluate and
adjust staffing requirements of Customer Service Reps and
Leads
b) In addition, Logistix will provide Level I technical
support via the Lead and one Customer Service Rep.
xxxxxxxx.xxx will provide detailed requirements and all
necessary training (Lgx to provide quote for training).**
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c) The communication lines between xxxxxxxx.xxx and Logistix
will be the sole responsibility (set-up and financial) of
xxxxxxxx.xxx. (This does not address the new 800# line
that is being established.)
o CALL CENTER METRICS:
- Hours of operations: 5am-9pm, Monday thru Friday; 10am-6pm Saturday &
Sunday PST (excludes Logistix holidays)*
- Service Level Targets:
- Telephone: 85% and answered within 60 sec
3% abandonment
- Email: Response within 2 hours of receipt and resolution within
24 hours
- Discount: 30 days from the go live date, Logistix will offer a 10%
discount on emails not responded to within 2 hours.
- NOTE: xxxxxxxx.xxx will handle all technical support and training issues
with xxxxxxxx.xxx's system. Logistix will be responsible for maintaining
only Logistix owned systems and applications.
2. ORDER ENTRY
We will utilize xxxxxxxx.xxx's system to convert inquiries received by
phone and email into orders as required.
3. REPORTING
- Standard Call Center Reports will be provided daily, weekly, and
monthly, to include productivity reports for telephone and email
processing.
- Logistix will monitor telephone and email processing for quality a
minimum of 4 times daily (randomly selected CSR's), and will provide
related reporting
- Custom reports will be priced separately and provided on request.
- Logistix will categorize all calls with a wrap up code as defined by
xxxxxxxx.xxx
- Tracking, management, and reporting of Emails will also require a custom
database for which will be covered under the Project Design/Setup fee of
$125/per hr.
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4. QUALITY
- Logistix standard Corrective Action and quality monitoring processes
will be utilized to identify and resolve service and other
operational issues.
- Logistix and xxxxxxxx.xxx will exchange disaster recovery plans.
5. VOICE MAIL SUPPORT
- Logistix will provide optional voicemail support during
business/operational hours for calls that exceed hold time of 1 minute
- Logistix will provide voicemail support for calls received after
business/operational hours
6. LETTERS OF DESTRUCTION (LOD'S)
- LOGISTIX WILL ISSUE A "LETTER OF DESTRUCTION" FORM TO THE ENDUSER, AS
PROVIDED BY XXXXXXXX.XXX, TO PROCESS LETTERS OF DESTRUCTION
7. VOLUNTARY TERMINATION
- With 30 days written notice, either party has the right to terminate
the 'Logistix Call Center Agreement' dated 10-16-97.
TIMELINE
PROJECT PLAN FOR AOL DEPOT
Project Analysis/Design 3/2/98-3/15/98
Project development 3/9/98-3/15/98
Trainer Training 3/9/98-3/15/98
Customer Service Rep Training 3/9/98-3/15/98
Project testing/revision 3/9/98-3/15/98
GO LIVE** 3/16/98
* LOGISTIX HOLIDAY SCHEDULE FOR 1998
1) New Years Day-Thursday, January 1
2) Floating Holiday-Friday, January 2
3) President's Day-Monday, February 16
4) Memorial Day-Monday, May 25
5) Independence Day-Friday, July 3
6) Labor Day-Monday-Monday, September 7
7) Thanksgiving Day-Thurdays, November 26
8) Day After Thanksgiving-Friday, November 27
9) Christmas Eve-Thursday, December 24
10) Christmas Day-Friday, December 25
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**Logistix will provide a subsequent proposal and pricing for extended technical
support (Levels II-IV)
***Logistix proposed Statement of Work and Price Quote 10399-Rev 10 (dated
3/11/98) must be approved in writing by xxxxxxxx.xxx by 3/13/98.
THE PARTIES UNDERSTAND THAT THE STATEMENT OF WORK IS A LIVING DOCUMENT AND IS
SUBJECT TO CHANGE AND/OR MODIFICATION.
/s/ XXXXXX XXXXX 3/24/98 Xxxxxx Xxxxx
--------------------------------------- -----------------------------
xxxxxxxx.xxx (signature) Date Please spell name
/s/ XXXXXX XXXXXX 3/19/98 Xxxxxx Xxxxxx
--------------------------------------- -----------------------------
xxxxxxxx.xxx (signature) Date Please spell name
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LOGISTIX
PRELIMINARY PRICE QUOTATION
Client: Xxxxxxxx.Xxx Quote: 18399 rev 10
Product: Call Center Services Date: 3/11/98
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SERVICE DESCRIPTION UNIT PRICE UNIT PRICE
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Customer Service Response -- option 1
5:00 AM - 7:00 PM Mon-Friday Only 501-5000 calls per month 5001-7000 calls per month
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Inbound/Outbound Talk Time $0.85 per minute $0.76 per minute
800# Line Charge (for Logistix owned lines only, i.e, $0.15 per minute for USA calls $0.15 per minute for USA calls
Netscape program only)
E-mail Response (see Notes below) $3.00 per response $2.60 per response
<500 calls e/mails per month MINIMUM $5800.00 per month
Charge
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Customer Service Response - option 1
7:00 PM - 9:00 PM Mon-Friday and 10:00 AM to
6:00 PM Saturday & Sunday
-----------------------------------------------------------
Dedicated CSR/TSR (labor only) $38.00 per hour per /person $38.00 per hour per /person
800# Line Charge (for Logistix owned lines only, i.e, $0.15 per minute for USA calls $0.15 per minute for USA calls
Netscape program only)
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Customer Service Response - option 1
6:00 PM - 5:00 AM Mon-Friday and 6:00 PM to
10:00 AM Saturday and Logistix Holidays
-----------------------------------------------------------
Dedicated CSR/TSR (labor only) $45.00 per hour per /person $45.00 per hour per /person
800# Line Charge (for Logistix owned lines only, i.e, $0.15 per minute for USA calls $0.15 per minute for USA calls
Netscape program only)
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Customer Service Response - option 2 (includes Tech support Level 1) (includes Tech support Level 1)
5:00 AM - 8:00 PM Mon-Friday and 10:00 AM to
6:00 PM Saturday & Sunday
-----------------------------------------------------------
Dedicated CSR/TSR (labor only) $38.00 per hour per /person $38.00 per hour per /person
800# Line Charge (for Logistix owned lines only, i.e, $0.15 per minute for USA calls $0.15 per minute for USA calls
Netscape program only)
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Customer Service Response - option 2
9:00 PM - 5:00 PM Mon-Friday and 6:00 PM to
10:00 AM Saturday and Logistix Holidays
-----------------------------------------------------------
Dedicated CSR/TSR (labor only) $45.00 per hour per /person $45.00 per hour per /person
800# Line Charge (for Logistix owned lines only, i.e,
Netscape program only) $0.15 per minute for USA calls $0.15 per minute for USA calls
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OTHER SERVICE CHARGES
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IVR Voice Messaging $0.75 per message $0.75 per message
Inbound/Outbound line charge (CANADA) $0.25 per minute $0.25 per minute
International Calls (Inbound Line Charge) Toll Line/No Charge Toll Line/No Charge
Transfer/Connect Fee (line charge only) $0.35 per minute $0.35 per minute
Project Design/Development Setup $125 per hour $125 per hour
Agent Training $21 per hour/person $21 per hour/person
Custom Report Extractions $10.00 per report $10 per report
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SERVICE DESCRIPTION UNIT PRICE UNIT PRICE
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Customer Service Response -- option 1
5:00 AM - 7:00 PM Mon-Friday Only 7001-10000 calls per month 10000+ calls per month
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Inbound/Outbound Talk Time $0.68 per minute $0.65 per minute
800# Line Charge (for Logistix owned lines only, i.e, $0.15 per minute for USA calls $0.15 per minute for USA calls
Netscape program only)
E-mail Response (see Notes below) $2.40 per response $2.30 per response
<500 calls e/mails per month MINIMUM
Charge
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