ROC Virtual Support MA

SERVICE LEVEL AGREEMENT This Service-Level A greement, effective as of Feb 23, 2018, is made by and between VirtuosityPH, herein referred to as "First Party" and ROC Virtual Support MA herein referred to as "Second Party". WHEREAS, the Parties have entered into an agreement effective as of February 23, 2018 (the "Contract") for the provision of the Services (as defined therein) (the "Services") to be provided by the Second Party; and WHEREA S, the Contract states that a service-level agreement is a condition precedent to any extended term of the Contract; and WHEREA S, the First Party is willing to continue with the Contract past the original end date solely upon the acceptance of the terms and conditions of this A greement, and the Second Party confidently accepts the terms and conditions herein; NOW, THEREFORE, in consideration of the foregoing, and of the terms and conditions and the Service Levels, the Parties hereby agree as follows: A. Statement of Work 1. VirtuosityPH subcontracts to ROC Virtual Support MA its lead generation and appointment setting project. 2. ROC Virtual Support MA agrees and accepts the project and will provide 2 Full time agents and 1 back-up agent. 3. The Agent will work for 9 hours a day including 1 hour break from 10 PM to 7 AM Philippine Standard Time, Mondays - Fridays. 4. The Agent will use our internal CRM, PipeStack for reporting and monitoring and is required to log-in and out of the DTR to manage his/her time records. 5. All calls must be recorded using MP3 Skype Call recorder for quality and training purposes. " 2. Service Levels and Credit 1. ROC Virtual Support MA will manage the agents and will ensure that the following KPls are met: • No less than 150 calls per agent per day for a full time work. Less than 150 calls will not be paid full shift. It is the obligation of the Second Party to meet this requirement. • .5 - 1 appointment per day per agent or 10-20 appointments a month. • Out of 150 minimum calls, agent is expected to get at least 5-10% connect rate (calls where he/she spoke to a decision maker) • In case of the absence of the Primary agent, ROC Virtual Support MA is responsible to provide a back-up agent that is as knowledgeable and equipped as the primary agent. • 100% uptime, no power and internet interruption. ROC Virtual Support MA acknowledges that any failure to meet a Service Level may have a material adverse impact on the business and operations of VirtuosityPH and that it shall entitle the Customer to the rights set out in this Agreement including a pro-rated refund. ROC Virtual Support MA acknowledges and agrees that any Service Credit is a price adjustment reflecting the value of any lost service caused by failure to meet a Service Level. Both Parties agree that the Service Credits are calculated based on man-hours at $3/hour. 3. Performance Monitoring ROC Virtual Support MA acknowledges and agrees that they will provide monitoring of their own Agents while VirtuosityPH shall implement all measurement and monitoring tools and procedures necessary to measure, monitor and report on the Agent's performance. ROC Virtual Support MA shall immediately notify VirtuosityPH in writing if the level of performance of the team or of any element of the provision by it of the Services during the term of the Contract is likely to or fails to meet any Service Level Performance Measure. 4. Payment Both Parties agrees to the following terms: Rate: $3/hour per agent Total Hours: 176 Contract Period: 22 business days Total Contract Price: $528 per agent (paid upfront) Appointment Incentive: 100 pesos (paid monthly) Perfect Attendance Bonus: 2,000 pesos paid monthly (consistent adherence to the work schedule) Renewal Bonus: 2,000 pesos (paid monthly) In Witness Whereof, by execution by the parties below, this Service-Level Agreement will form a part of the Contract. [VIRTUOSITYPH] Feb 23, 2018 [ROC Virtual Support MA] Feb 23, 2018