Business Process Call Flow Changes

BUSINESS PROCESS CALL FLOW CHANGES

This Business Process Call Flow Changes Agreement ("Agreement") is entered into as of Effective Date: by and between Client Name: and Provider Name: .

WHEREAS

WHEREAS, Client operates or oversees business operations that rely upon certain telephony and process call flow procedures and requires modifications to the existing call flow to improve routing, handling, and escalation of incoming calls; and

WHEREAS, Provider has represented that it has the experience and technical capability to design, document, implement and test changes to Client's call flow processes in accordance with the terms and conditions set forth in this Agreement; and

WHEREAS, the parties desire to set forth the scope, fees, schedule, and governance applicable to the requested Business Process Call Flow Changes.

SCOPE OF WORK

Deliverables will include: documentation of revised call flows, updated decision trees, configuration scripts or files necessary for deployment, test plans, and a go-live checklist. Provider shall perform testing in a mutually agreed staging environment prior to production deployment and shall coordinate a rollback plan.

CHANGE ORDERS AND APPROVALS

All additions or modifications to the Scope of Work shall be executed only by a written Change Order signed by authorized representatives of both parties. Each Change Order will describe the change, the impact on schedule and fees, and the effective date of the change.

Changes to call routing rules, escalation paths, or customer prompts require written approval from:

PAYMENT TERMS

In consideration for the services described in this Agreement, Client shall pay Provider the fees set forth below in accordance with the following terms.

Provider shall submit invoices in accordance with the Payment Schedule. Client shall remit payment within days of receipt of a correct invoice.

Any overdue amount shall bear interest at a rate of or the maximum rate permitted by law, whichever is lower, calculated monthly from the invoice due date until paid.

TERM AND TERMINATION

This Agreement shall commence on Start Date: and shall continue until End Date: unless earlier terminated in accordance with this Section.

Either party may terminate this Agreement for cause if the other party materially breaches any obligation and fails to cure such breach within days after receipt of written notice specifying the breach. Either party may terminate for convenience upon days' prior written notice.

CONFIDENTIALITY

Each party (the "Receiving Party") shall hold in strict confidence all non-public, proprietary, or confidential information disclosed by the other party (the "Disclosing Party") in connection with this Agreement whether disclosed in oral, written, electronic or other form ("Confidential Information"). Confidential Information shall not include information that (i) is or becomes publicly known through no fault of the Receiving Party; (ii) was already in the Receiving Party's lawful possession prior to receipt; (iii) is rightfully received from a third party without restriction; or (iv) is independently developed by the Receiving Party without use of the Disclosing Party's Confidential Information. The Receiving Party shall not use Confidential Information except to perform its obligations under this Agreement and shall not disclose Confidential Information to any third party except to its employees, contractors or agents on a need-to-know basis who are bound by confidentiality obligations no less protective than those in this Section. Upon termination or expiration of this Agreement, the Receiving Party shall return or destroy Confidential Information as directed by the Disclosing Party.

NOTICES

GOVERNING LAW

This Agreement shall be governed by and construed in accordance with the laws of the State of without regard to its conflict of laws principles.

ENTIRE AGREEMENT

This Agreement, including any executed Change Orders, constitutes the entire agreement between the parties with respect to the subject matter hereof and supersedes all prior and contemporaneous agreements, understandings and communications, whether written or oral. Any amendment or modification of this Agreement must be in writing and signed by authorized representatives of both parties.

REPRESENTATIONS AND AUTHORITY

Each party represents and warrants that it has full power and authority to enter into this Agreement and that the individual signing below is authorized to bind the respective party.

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