CONTINGENCY MIGRATION Clause Samples

CONTINGENCY MIGRATION. Subject to the Change Management Process in the MSA, should Startek determine Program calls will be received/made from /to another [****] location, Startek shall notify AWS [****] in advance of such call routing change and such change will be at [****] sole and exclusive cost. The notification shall include Startek's migration plan recommendations that may include running parallel processes to guarantee KPIs are met. The foregoing does not apply to changes from one Startek location to another in situations involving force majeure or disaster recovery, or where calls are handled at an additional or another Startek location because of call volume or growth of the Program. In such cases, Startek shall provide AWS with [****] prior written notice, or notice as soon as reasonably possible. The parties will work together in good faith to resolve the situation. AT&T Wireless Confidential & Proprietary Use Pursuant to Company Instructions PORTIONS OF THIS EXHIBIT MARKED WITH AN "****" HAVE BEEN OMITTED AND FILED SEPARATELY WITH THE SECURITIES AND EXCHANGE COMMISSION PURSUANT TO A REQUEST FOR CONFIDENTIAL TREATMENT. ATTACHMENT B KEY PERFORMANCE INDICATORS METRIC KPI SERVICE LEVEL [****]call answered [****] [****] QUEST FOR EXCELLENCE/(AKA TRUE MOMENTS) Targets provided [****] CALL CONFORMANCE/CALL QUALITY (TBD) DEFINITIONS I. SERVICE LEVEL a. Definition: Service Level on a monthly average, [****] of the monthly calls offered to Startek for the Program shall be answered within [****] of entering the agent queue exiting the Vector Directory Number measured at the split skill level (number of calls answered [****] divided by sum (answered plus abandoned in CC splits)).