Change Management Form Number 3 under Statement of Work Number 1 to Master Services Agreement Call Handling Services between Comcast and Support.com, effective as of March 4, 2014
EX-10.2 3 ex10_2.htm EXHIBIT 10.2
EXHIBIT 10.2
CONFIDENTIAL TREATMENT REQUESTED – CONFIDENTIAL PORTIONS OF THIS DOCUMENT HAVE BEEN REDACTED AND HAVE BEEN SEPARATELY FILED WITH THE COMMISSION. THE OMITTED PORTIONS HAVE BEEN REPLACED WITH “[***].”
CHANGE MANAGEMENT FORM
Number 3
| Program: Support.com SOW #1, Wireless Gateway Support | PCR No.: | |
| Originator: Joy Park | Date: March 4, 2014 | |
| Department: NCO | Phone #: [***] | Title: Exec. Dir. of Contract & Strategy |
| Locations Impacted: N/A | ||
| Requested Implementation Date: March 10, 2014 | ||
| Estimated Hours: (LOE) N/A | x Billable o Non Billable | Billing Rate/Hour: See below. |
| Fixed Fee Cost (if applicable) See below. | ||
| Type of Change: Wireless Gateway Support, Initial New Hire Training, under Section 5 of SOW#1 to the MSA. | ||
| Scope of Change: | x Minor (Anything within current contract) | o Major (may require contract amendment) MUST BE REVIEWED BY Business and/or P&L Owner |
| Notwithstanding anything in the SOW#1 to the contrary, for the training of an incremental [***] customer service representatives (CSRs) (i.e. beyond the current [***] CSRs), Comcast will pay Vendor (Support.com) a minimum, not to exceed [***] for the Training Program (set forth in Section 5 of SOW#1) from the period of March 17, 2014 to March 31, 2014, to be invoiced by Vendor to Comcast after April 1, 2014. This payment of a minimum, not to exceed [***] will not limit the actual amount payable for training hours actually incurred for the Training Program under SOW #1. |
| Area(s) of Change | |
| o Accounting/Payroll | o Network |
| o Data Processing | o Resource Planning |
| o General Facilities | o Quality Assurance |
| o Human Resources | o Telecom |
| o IT/BI | x Training |
| o Operations | o Recruiting |
| o Miscellaneous (Please describe below) | |
| o Other: | |
| Comcast Authorization (SRT Comcast/LOB POC) Comcast Representative’s Signature | /s/ Brian Duffy | |
| Print Name | Brian Duffy | | Date | 3/13/14 |
| Support.com,Inc. Authorization: Support.com Representative’s Signature | /s/ Joshua Pickus |
| Print Name | Joshua Pickus | | Date | 3/12/14 |
*** CONFIDENTIAL MATERIAL REDACTED AND SEPARATELY FILED WITH THE COMMISSION ***
