Changes to Program Staffing. US Bio shall not change the number or structure of Program staff without the prior written agreement of Dyax. US Bio shall notify Dyax as soon as practicable upon US Bio’s knowledge that any Dedicated Staff member is leaving the Program. Dyax shall assess the number of dedicated staff and FTEs allocated to performance of Services based upon parameters such as changes in call volume, mix of requested services, Program employee workload, and KPI performance, and shall adjust such number as appropriate (and as mutually agreeable to the parties) on an ongoing basis. Each quarterly business review will include this review process as part of the agenda. In the event any person assigned to the Dyax Call Center is determined by Dyax, based on reasonable cause specified to US Bio in writing, to have a performance issue(s) that reflects negatively upon the image of the Program or the satisfaction of users of the Program, Dyax and US Bio shall promptly agree upon an appropriate course of action, which may include removing such person from the Program.
Appears in 2 contracts
Sources: Hub Services Agreement, Hub Services Agreement (Dyax Corp)