Common use of Forecast Process Clause in Contracts

Forecast Process. Comcast will develop a forecast for the Services (described below, for example: 12-Month Outlook, 90 Day Forecast, 60 Day Forecast, etc.) to support the proper planning of the infrastructure required to support the Services (individually or collectively, as applicable, “Forecast(s)”). Comcast will send such Forecasts to Vendor via email. After the 12-Month Outlook (defined below), each Forecast will include the following data, for each day for the applicable fiscal month (i.e., 22nd – 21st of the applicable month): expected call/contact/FTE volumes; average handle times (in seconds) of such calls and/or contacts; and any other information which would be relevant for Vendor to provide the Services in accordance with the SOW (the “Forecast Information”). Additionally, items requiring planning above the monthly Forecast (e.g., Cross Training, Up Training, or Comcast requested focus groups etc.) will need to be identified with the received Forecast 12 — Month Outlook: Comcast’s team will deliver a 12 – month Forecast annually on or before December 1st and such annual Forecast will be used by Vendor for staff and location planning purposes and to plan ramp projections and planning outlooks for offshore FTEs only (“12-Month Outlook”). Such plan ramp projections are critical for offshore ramps larger than ****% increases over any **** month periods. The 12-Month Outlook will consist #PageNum# COMCAST CONFIDENTIAL of expected call or chat/contact/FTE volumes, average handle times (in seconds) of such calls or chats and/or contacts, applicable Public Utility Commission (“PUC”) requirements and any other information which would be relevant for Vendor to provide the Services in accordance with the SOW. The 12-Month Outlook does not in anyway represent a commitment by Comcast or Vendor with regard to call/contact volumes and/or staffing requirements but Comcast will use best efforts to provide, based on what Comcast knows at that time, a reasonably accurate view of Forecast Information for the next 12 months for Vendor’s staff and location planning purposes. Comcast will deliver interval-based forecasts for each of the Lines of Business as follows:

Forecast Process. Comcast will develop a forecast for the Services (described below, for example: 12-Month Outlook, 90 Day Forecast, 60 Day Forecast, etc.) to support the proper planning of the infrastructure required to support the Services (individually or collectively, as applicable, “Forecast(s)”). Comcast will send such Forecasts to Vendor via email. After the 12-Month Outlook (defined below), each Forecast will include the following data, for each day for the applicable fiscal month (i.e., 22nd – 21st of the applicable month): expected call/contact/FTE volumes; average handle times (in seconds) of such calls and/or contacts; and any other information which would be relevant for Vendor to provide the Services in accordance with the SOW (the “Forecast Information”). Additionally, items requiring planning above the monthly Forecast (e.g., Cross Training, Up Training, or Comcast requested focus groups etc.) will need to be identified with the received Forecast 12 — Month Outlook: Comcast’s team will deliver a 12 – month Forecast annually on or before December 1st and such annual Forecast will be used by Vendor for staff and location planning purposes and to plan ramp projections and planning outlooks for offshore FTEs only (“12-Month Outlook”). Such plan ramp projections are critical for offshore ramps larger than ****% increases over any **** month periods. The 12-Month Outlook will consist #PageNum# COMCAST CONFIDENTIAL of expected call or chat/contact/FTE volumes, average handle times (in seconds) of such calls or chats and/or contacts, applicable Public Utility Commission (“PUC”) requirements and any other information which would be relevant for Vendor to provide the Services in accordance with the SOW. The 12-Month Outlook does not in anyway represent a commitment by Comcast or Vendor with regard to call/contact volumes and/or staffing requirements but Comcast will use best efforts to provide, based on what Comcast knows at that time, a reasonably accurate view of Forecast Information for the next 12 months for Vendor’s staff and location planning purposes. Comcast will deliver interval-based forecasts for each of the Lines of Business as follows: