CNA 2677/2004 AMENDMENT TO SERVICES AGREEMENT Through this private Deed, on the one hand ORBITALL SERVICOS E PROCESSAMENTO DE INFORMACOES COMERCIAIS LTDA., with Head Offices at Rua Manuel Coelho, 600 - 1st Floor, Sao Caetano do Sul - Sao Paulo,...
EXHIBIT 4.3
Confidential Treatment Requested and the Redacted Material has been
separately filed with the Commission.
CNA 2677/2004
AMENDMENT TO SERVICES AGREEMENT
Through this private Deed, on the one hand ORBITALL SERVICOS E PROCESSAMENTO DE
INFORMACOES COMERCIAIS LTDA., with Head Offices at Xxx Xxxxxx Xxxxxx, 000 - 0xx
Xxxxx, Sao Caetano do Sul - Sao Paulo, registered with the Treasury Ministry on
the National Corporate Tax-Payers' Roll under CNPJ N(Degree) 00.006.878/0001-34,
hereinafter called the CONTRACTING PARTY, through its undersigned
duly-accredited legal representatives, and on the other hand, INOVACAO CONTACT
CENTER SERVICOS DE CONTATOS TELEFONICOS LTDA., with Head Offices at Xxxxxxx
Xxxxxxxx, 000, 0xx, 0xx, 0xx and 5th Floors, Sao Paulo, Sao Paulo State,
registered with the Treasury Ministry on the National Corporate Tax-Payers' Roll
under CNPJ N(Degree) 06.052.126/0001-96, hereinafter called the CONTRACTED
PARTY, hereby resolve to alter the above-mentioned Contract, signed by the
Parties on April 1, 2004, hereinafter called the AGREEMENT.
1. The signatories to this Document hereby resolve to include 1 (one) Service
Supply Agreement in the Table headed "Citiphone Banking" and 5 (five) Service
Supply Agreements in the Table headed "Credicard" in the "QUALITY BOOK" of Annex
VII - OPERATING AGREEMENTS - SERVICES to the CONTRACT, which is an integral part
of this Document.
2. All the clauses and conditions that are not expressly altered hereby are duly
ratified.
3. The CONTRACTING PARTIES hereby declare under due penalty of the Law that the
signatories hereof are their duly-accredited legal representatives/proxies,
properly established in compliance with the respective Articles of
Incorporation/Bylaws, with powers to accept the obligations contracted herein.
Being in fair and full agreement, the CONTRACTED PARTIES sign this Document in 2
(two) copies of identical form and content in the presence of the 2 (two)
witnesses identified below.
Sao Paulo, May 28, 2004
Signed Signed
1.16.3 Xxxxxxx Xxxxxxxx xx Xxxxx 1.17.2 Xxxxxx Sauan
ORBITALL SERVICOS E PROCESSAMENTO DE INFORMACOES COMERCIAIS LTDA.
Signed Signed
Xxxxxxxxx Xxxxxx e Xxxxx Xxxxxxxx Bortoletto
Human Resources Director
INOVACAO CONTACT CENTER SERVICOS DE CONTATOS TELEFONICOS LTDA.
Witnesses:
1) Signed 2) Signed
Name: Xxxxx Xxxx Martinho Name: Xxxxxxx Xxxxxxx Xxxxx
CPF/MF: 000.000.000-00 CPF/MF: 000.000.000-00
Address: illegible Address:illegible
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QUALITY BOOK
SERVICES TABLE - CITIPHONE BANKING
OPERATING LEVEL
CLIENT ROUTE SERVICE NAME COMMITMENT PENALTIES / REMARKS
--------- ----------------------------- ----------------- ---------------------------------- -------------------
COMMUNICATION-These periods
present the time in which the
Partner should receive and
provide the information for
the attendance: Simple alterations
/ inclusion / announcement = 5
days Disseminate information = 6
days Registration of new products
/ services = 22 days
Citiphone CITIPHONE BANKING Registration of new policies and
4012, 4014, 4015, 4016, 4017, procedures = 12 days Direct Mail:
4018, 4019, 4020 Content = 12 days Document = 7
days Emergency Information = D+1
day for requests received by 4:00
p.m.; D+2 days for requests
received after 4:00 p.m.
2/4
QUALITY BOOK
SERVICES TABLE - CITIPHONE BANKING
OPERATING LEVEL
CLIENT ROUTE SERVICE NAME COMMITMENT PENALTIES / OBSERVATIONS
---------- ---------------------------------- --------------------- ---------------------------------- ---------------------------
Credicard 4407 - 4408 - 4436 - 4496 - 4463 - Customer attendance - Provide daily performance of no Opportunity - [*****] Daily
4451 - 4401 - 4473 -4439 - 4411 - % of daily hang-ups more than [*****] of hang-ups hang ups Default - Exceed
4468 - 4456 - 4444 - 4476 - 4449 - (when calculating the hang-ups hang-ups by more than
4312 - 4106 - 4311 - 4416- 4468 - percentages, only calls will be [*****]
4456 - 4444 -4476 -4449 - 4312 - considered when hung up after more
4106 - 4311 - 4416 than 15 seconds wait). The
commitment to this supply standard
will be maintained for call
volumes up to no more than [*****]
above the forecast.
Platinum Attendance Provide daily performance of Opportunity - No more than
4470 (Credicard & TAM) no more than [*****] of [*****] hang-ups/month.
- Monthly % hang-ups (when calculating Default - Exceed [*****]
of hang-ups the hang-ups percentages, hang-ups/month
only calls will be
considered when hung up
after more than 15 seconds
wait). The commitment to
this supply standard will be
maintained for call volumes
up to no more than [*****]
above the forecast
Redeshop Classic - Provide daily performance of Opportunity - No more than
4420 % Daily hang-ups no more than [*****] of [*****] hang-ups. Default -
hang-ups (when calculating Exceed [*****] hang-ups
the hang-ups percentages,
only calls will be
considered when hung up
after more than 15 seconds
wait). The commitment to
this supply standard will be
maintained for call volumes
up to no more than [*****]
above the forecast
4806 - 4300 - 4089 - 4400 - Shared Services - Provide daily performance of Opportunity - No more than
4452 - 4492 - 4494 - 4413 - % Monthly hang-ups no more than [*****] of [*****] hang-ups/month.
4480 hang-ups (when calculating Default - Exceed [*****]
the hang-ups percentages, hang-ups/month
only calls will be
considered when hung up
after more than 15 seconds
wait). The commitment to
this supply standard will be
maintained for call volumes
up to no more than [*****]
above the forecast
3/4
OPERATING LEVEL
CLIENT ROUTE SERVICE NAME COMMITMENT PENALTIES / OBSERVATIONS
---------- ---------------------------------- --------------------- ---------------------------------- ------------------------
ORBITALL: should
monitor 3 calls
for each attendant
available/month
4329 - 4488 Corporate Client Average of 90% quality for Opportunity: Average
Attendance - Quality monthly monitoring of 90% quality for
in Attendance monitoring during the
month
Default: Failing to
reach average 90%
quality
4/4
