URON Management Agreement
EXHIBIT
10.1
This
agreement is entered into this 1st day of August 2006 by and between Multiband
Corporation (“Multiband”) and URON, Inc. (“System Operator”).
WHEREAS,
System Operator has requested Multiband to provide customer service and billing
as set forth in the terms and conditions of this agreement.
1. |
Multiband
Services and Duties.
The System Operator hereby agrees to contract Multiband to provide
certain
services and Multiband agrees to provide certain services to System
Operator and its subscribers as outlined in Exhibit
A.
In addition to the foregoing, Multiband will maintain subscriber
records
and provide monthly reporting to System Operator. Multiband will
use its
best efforts to maximize call center efficiencies and automation
to assist
in the System Operator’s growth and profitability. The System Operator
hereby agrees that in order to provide 24 hours a day, 7 days a week
coverage, that outside of the below stated hours, calls are covered
by a
3rd
party call center. Hours will be extended based on call
volumes.
|
Current
Hours of Operation - Central Standard Time
• |
Monday
- Friday 7:00
am - 12 midnight
|
• |
Saturdays
9:00
am - 7:00 pm
|
• |
Sundays
9:00
am - 5:00 pm
|
2. |
System
Operator Responsibilities.
The System Operator hereby acknowledges that it is still responsible
for
its MDU systems and the maintenance thereof, along with, but not
limited
to the following:
|
1. |
provide
Multiband with any information required about the MDU systems to enable
Multiband to ensure subscriber support;
|
2. |
notify
Multiband of any promotions the System Operator my
deploy;
|
3. |
warn
Multiband of any action that may increase call volume to the call
center
|
4. |
give
a written thirty (30) day notice of any rate increase the System Operator
may apply
|
5. |
System
Operator must have the ability to receive electronic reporting on a
platform agreed upon by Multiband
|
3. |
Service
Rates/Payment Terms.
Multiband shall receive payment for services provided to the System
Operator as set forth in Exhibit
A.
Such payments shall be due to Multiband on the tenth (10th)
day of the month following the service provided for the previous
month.
Failure to pay on or before the due date will result in an interest
penalty equal to 18% per annum. In the event System Operator has
not paid
Multiband for services rendered by any payment due date, then Multiband
is
hereby authorized by System Operator to pay itself by extracting
the
delinquent amounts plus interest from the revenue received from System
Operator’s subscribers.
|
Exhibit 10.1
Page
1
4. |
Term.
The initial term of this agreement shall be 1 year and shall automatically
renew for an additional 1 year period with written consent of both
System
Operator and Multiband.
|
5. |
Indemnification.
The System Operator agrees to indemnify and hold Multiband harmless
to any
losses, costs, expenses or liabilities relating to the performance
of
Multiband’s obligations hereunder.
|
6. |
Amendments.
This Agreement may not be amended, changed or modified without written
consent from both parties.
|
7. |
No
Partnership.
Nothing in this Agreement constitutes a partnership or joint venture.
It
is understood that Multiband and System Operator are independent
entities
and this Agreement is a contracted
relationship.
|
8. |
Governing
Law.
This Agreement shall be governed by the laws of the Sate of
Minnesota.
|
9. |
Non-Recourse.
Notwithstanding anything contained in this Agreement to the contrary,
it
is expressly understood and agreed by each party that each and every
representation, warranty, undertaking and agreement made in this
Agreement, on the part of the other party, was not made or intended
to be
made as a personal or individual representation, undertaking or agreement
on the part of any past, present or future general, limited partner,
officer, director or shareholder or any of them, and no personal
or
individual liability or responsibility is assumed by, nor shall any
recourse at any time be asserted or enforced against, any such past,
present, or future general or limited partner, officer, director
or
shareholder or any of them, all of which recourse is hereby forever
waived
and released, the party’s sole recourse being to the assets and property
of the other party.
|
10. |
DISCLAIMER
OF WARRANTIES AND LIMITATIONS OF
LIABILITY
|
Both
parties understand and acknowledge that this is a service Agreement, the sole
and exclusive remedy of Client for any and all losses and damages relating
to
the Agreement or anything relating to the subject matter of the Agreement,
including, without limitations, any claim of breach of warrant, breach of
contract, negligence, or strict liability, shall be limited to a refund of
the
amount paid which is attributable to any nonconforming service, except as
expressly stated herein. There are no warranties, expressed or implied. All
other warranties, including warranties of merchantability or fitness, for a
particular purpose, are excluded and will not apply to the service to be
provided under this agreement. System Operator shall not be liable to Client,
its employees, agents, customers or to any third party for any claim, lost
sales
or lost profits, which in any way arise out of or in conjunction with the
services to be provided under this agreement, even if System Operator has been
advised of the possibility of such loss or damage.
11. |
Assignment.
Neither party may assign or transfer this Agreement or any right
or duties
hereunder without written consent of the other, which consent shall
not be
unreasonably withheld.
|
Exhibit 10.1
Page
2
12. |
Confidentiality.
Multiband acknowledges that, in the performance of its duties and
responsibilities hereunder, it will receive confidential information.
Multiband agrees that all such information shall be maintained as
confidential and shall be used by Multiband only to perform its
obligations under this Agreement.
|
IN
WITNESS WHEREOF, the parties have agreed to the terms and conditions of this
Agreement.
Multiband Corporation | URON Inc. | ||||
By: | By: | ||||
|
|
||||
Name: | |||||
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Exhibit
10.1 Page 3
EXHIBIT
A
1. |
Tier
1 and Tier 2- Customer Service and Help Desk:
|
Multiband
will make every reasonable effort to keep telephone support delivery at a high
standard. As a part of this commitment, we will work diligently to keep hold
times under an average of 2 minutes but can not make guarantees as incoming
calls may change beyond Multiband’s control. We will make staffing decisions
based on forecast of call volume and daily tracking of call traffic to help
ensure and maintain this high level of customer support.
Call
Handling:
The
Multiband facility has more than adequate incoming telecommunications capacity
to handle ongoing telephone traffic associated with your business. The customer
service team will greet the customer as one of your customers via phone system
notification. The phones will be answered in a way that is suitable to the
client. Call guides will be developed to bring consistency to the customer’s
experience.
Multiband
will provide call traffic reports on a weekly or monthly basis depending on
how
often you want to see reports. Daily reports can be attained at customer’s
request.
Sales
Fulfillment:
Given
the
other call center functions Multiband is proposing, sales fulfillment within
the
call center becomes logical. As potential subscribers are evaluating services
and service providers, it is not uncommon to have 1-2 phone interactions with
a
potential subscriber prior to them enrolling for service. Multiband has a great
deal of experience in explaining various video and internet solutions and would
be a strong asset to your business in securing subscribers who may be
considering other options.
General
Troubleshooting
- |
Verification
if PC is on-line
|
- |
Basic
browser and e-mail setup and ongoing
support
|
- |
Authentication
support
|
- |
Narrow
down possible causes of issue for next
escalation
|
- |
Verify
system service delivery levels and signal strength (not available
|
2. |
Invoice
and Payment
processing:
|
Subscriber
Invoices will be designed to reflect your preferred graphical look but will
retain the layout of the existing Multiband invoice. The invoice will have
telephone numbers and remittance addresses appropriate to the
project.
Below
is
our suggested invoicing and payment handling process:
1. |
Invoices
are generated monthly in advance for services and would be delivered
either electronically via email or via paper invoicing and the United
States Postal Service.
|
2. |
Payments
are either processed electronically via ACH or credit card on designated
due date.
|
3. |
Customers
will mail checks to the address designated by you and reflected on
the
invoice.
|
This
invoicing and payment process enables Multiband customer service agents to
efficiently handle customer billing questions as billing data will be up to
date. Fulfillment of customer billing questions and concerns in a timely and
accurate fashion is of utmost importance. Multiband strongly recommends that
subscribers take advantage of automated payment methods. This message can be
printed on invoices and told to the customer by the call center.
Exhibit
10.1 Page 4
Billing Cycle Dates
Weekly
3. |
Service
Pricing:
|
Fixed
Payment of $116,500 , payable in advance
Plus
an
additional fee for Customer Service & Billing of $3.25 per sub/month
(includes
Dispatching)
Also,
includes Web-based customer portal where customers can maintain their
accounts
Credit
Card fees
3%
New
property setup fee $2.00
per
door
4. |
Accounting
and Legal Assistance: Time and
Materials
|
5. |
Services
calls: Time and Materials
|
Agreed to by: | |||
Multiband Corporation. | |||
URON , Inc. |
Exhibit
10.1 Page 5