EX-4.3 4 y11137a1exv4w3.txt EX-4.3: AMENDMENT TO SERVICES AGREEMENT 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 Rua Manuel Coelho, 600 - 1st Floor, 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 Avenida Ipiranga, 855, 2nd, 3rd, 4th 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 Roberto Perreira da Silva 1.17.2 Miguel Sauan ORBITALL SERVICOS E PROCESSAMENTO DE INFORMACOES COMERCIAIS LTDA. Signed Signed Alexandre Soares e Silva Humberto Bortoletto Human Resources Director INOVACAO CONTACT CENTER SERVICOS DE CONTATOS TELEFONICOS LTDA. Witnesses: 1) Signed 2) Signed Name: Lucia Orsi Martinho Name: Juliano Martins Dutra CPF/MF: 136.636.508-98 CPF/MF: 132.145.968-88 Address: illegible Address:illegible 1/4 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.
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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
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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
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