Amended and Restated Statement of Work ("A&R SOW")

This Amended and Restated Statement of Work ("A&R SOW") amends that certain Statement of Work with an effective date of September 8, 2014, entered into pursuant to the Microsoft Purchase Order Terms and Conditions by the parties hereto. This A&R SOW has the A&R SOW Effective Date set forth above.

1.     Description of Services

Pursuant to and in conformance with any standards, guidelines and/or specifications which may be provided by Microsoft to Supplier from time to time, Supplier shall deliver to and/or perform for Microsoft the following goods, services and/or other items or materials as a work made for hire (collectively, the "Services").

Supplier will apply its proven approach to and methodological system for Customer Experience Management to assist the Microsoft Information Technology organization (MSIT) and the Connected Customer Experience team (SEA/CCE) to define and improve customer experience for customer interactions with Microsoft (CI @ Microsoft), with a focus on the four enterprise customer segments of English-speaking Business Decision Makers, Technical Decision Makers, and one key Influencer Audience for each.

Specifically, MCorp will assist MSIT/CCE and CI @ Microsoft to:

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Review and provide input to the final research plan, including sample definition and related data requirements

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Conduct qualitative customer research using customer interviews for the decision maker segments (2) and online focus groups for the influencer segments (2) focused on the journeys of these four segments, and codify the resulting perceptions of their customer experience with Microsoft;

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Conduct quantitative (statistically projectable) customer research with the two influencer segments, including in-depth analytics on drivers of engagement/loyalty.

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For all four audiences, within the context of research limitations (e.g. qualitative vs. quantitative) identify relationships strengths and opportunities, as well as gaps between expectations and actual experience at both the touchpoint and attribute levels.

Microsoft will be responsible for overall project management; acquisition of all customer/respondent contact data in required formats; supply of stakeholder research and workshop summary findings and touchpoint and attribute inventories. MCorp will manage all aspects of the qualitative and quantitative research, including interview and moderator guides, online survey design, programming and distribution; and summary and presentation of key findings from both qualitative and quantitative research.

MCorp will be responsible for the acquisition, management and distribution of incentives for participants in both qualitative and quantitative research. MCorp must ensure that it is the responsibility of the recipient of any incentive, or award established in connection with this project, to report and pay all applicable taxes (including any national insurance contributions) or duties that may be required under any appropriate laws related to its participation in any scheme and in and any awards, amounts, discounts or similar received. Microsoft and its affiliates will not be liable for any taxes, including income taxes,

 

§    Project Kick-Off, Plan and Scheduling

§    Review of MS-supplied Interview Summaries, Including Goals and Objectives Articulation

§    Research Plan and Sampling Strategy review and finalization

§    Develop Customer Interview and Focus Group moderator guides

Phase 3: Quantitative Insights - Gather statistically projectable insights into customer views of the customer journey and related experiences, conducting research to "map" and understand key interactions, touchpoints and emotional aspects of the experience across the customer journey.

§    Key Stakeholder Presentation development

§    Six month access to Touchpoint Mapping On-Demand (TPM) provided for ~5 Users beginning on

As complete and final payment for Services which have been completed and delivered by Supplier to Microsoft and which have been accepted by Microsoft, Microsoft shall pay Supplier a total fee not to exceed service fees and expenses in the amount of One Hundred Ninety Three Thousand U.S. Dollars ($193,000.00 USD) in accordance with the following terms: The Service Fees for this SOW are a Not to Exceed (NTE) amount based on the Description of Services and may be paid in accordance with the Milestones noted in Section 2 Deliverables/Delivery Schedule. Supplier has taken appropriate steps to understand the project requirements and will deliver the Services at, or below, the NTE cost in section 3.3 Fee Calculation.

Microsoft shall reimburse Supplier up to Five  Thousand US Dollars ($5,000.00 USD) for pre- approved, reasonable and actual travel and travel-related expenses incurred by Supplier in connection with the performance of the Services. All travel expenses hereunder are subject to Microsoft's review and the Microsoft Travel Policy and Supplier must submit appropriate documentation evidencing expenses to be reimbursed.

Microsoft shall reimburse Supplier up to Twenty One Thousand Five Hundred US Dollars ($21,500 USD) for pre-approved, additional Supplier fees, including, but not limited to transcription services, software platform fees, sample acquisition and participant incentives.

For all engagements (Time & Materials and Not to Exceed) the following table is required to capture resource levels associated with the SOW.  All Levels and Rates must be in accordance with established Non-Tech PM Rate Cards. Total cost in the table in 3.3 should align to the total cost of Service Fees, as defined in section 3.1.

 

4.     Relationship of the Parties

Supplier is responsible for and will pay all wages, fringe benefits, payroll taxes, insurance, work schedules, and work conditions with respect to its employees, contractors or other resources performing Services under this Agreement.

Supplier will defend, indemnify, and hold Microsoft harmless from and against any action instituted by Supplier personnel against Microsoft for wages, fringe benefits, other compensation, or similar claims under applicable law; and any claims challenging the Supplier's right to dismiss its personnel.

5.     Privacy and Data Protection