POLICIES AND PROCEDURES GUIDE. UPSTREAM shall, in conjunction with ORBITZ, develop and maintain a policies and procedures guide ("Policies and Procedures Guide") by the end of the Implementation Period, which shall be updated from time-to-time as mutually agreed by the parties and shall include, without limitation, the following: (i) How UPSTREAM shall perform the Services under this Agreement, including (a) the equipment and Software being used, (b) the operations manuals, user guides, specifications and other documentation which provides further details of the Services, (c) the activities that UPSTREAM proposes to undertake in order to provide the Services, including, where appropriate, those direction, supervision, monitoring, staffing, reporting, planning and oversight activities normally undertaken at facilities that provide services of the type UPSTREAM shall provide under this Agreement; (ii) The procedures for UPSTREAM-ORBITZ communication and interaction, including (a) ARC Report processes, (b) Contact handling and transferring policies, (c) back office processes, (d) problem management and escalation procedures, (e) priority and project procedures, and (f) quality assurance procedures; and quality assurance processes and procedures to ensure the Services are performed in accordance with the Service Levels, including, without limitation, (a) a provision that UPSTREAM personnel handling email-based Contacts shall have typing proficiency of no less than 50 words per minute with two (2) or less errors and (b) a provision that prohibits UPSTREAM personnel from taking messages in response to Contacts in an effort to manipulate Average Handle Time; credit card error messages and fraud prevention procedures, as set forth on Exhibit G hereto; and (iii) Training manuals and training procedures. Without limitation on UPSTREAM's obligations, UPSTREAM shall be responsible for conducting all necessary and advisable training of its staff, including, but not limited to, performing recurrent training to ensure agent proficiency; and the manuals and procedures shall reflect this obligation. In the event of a conflict between the Policies and Procedures Guide and this Agreement, the provisions of this Agreement shall control unless the parties expressly agree to otherwise and such agreement is set forth in writing. UPSTREAM shall periodically update the Policies and Procedures Guide to reflect mutually agreed-upon changes in the operations or procedures described therein, and shall provide the updated Policies and Procedures Guide to ORBITZ for review and comment. The Policies and Procedures Guide shall be ORBITZ Confidential Information.
Appears in 1 contract
Sources: Services Agreement (Orbitz Inc)
POLICIES AND PROCEDURES GUIDE. UPSTREAM shall, in conjunction with ORBITZ, develop and maintain a policies and procedures guide ("Policies and Procedures Guide") by the end of the Implementation Period, which shall be updated from time-to-time as mutually agreed by the parties and shall include, without limitation, the following:
(i) How UPSTREAM shall perform the Services under this Agreement, including (a) the equipment and Software being used, (b) the operations manuals, user guides, specifications and other documentation which provides further details of the Services, (c) the activities that UPSTREAM proposes to undertake in order to provide the Services, including, where appropriate, those direction, supervision, monitoring, staffing, reporting, planning and oversight activities normally undertaken at facilities that provide services of the type UPSTREAM shall provide under this Agreement;
(ii) The procedures for UPSTREAM-ORBITZ communication and interaction, including (a) ARC Report processes, (b) Contact handling and transferring policies, (c) back office processes, (d) problem management and escalation procedures, (e) priority and project procedures, and (f) quality assurance procedures; and quality assurance processes and procedures to ensure the Services are performed in accordance with the Service Levels, including, without limitation, (a) a provision that UPSTREAM personnel handling email-based Contacts shall have typing proficiency of no less than 50 words per minute with two (2) or less errors and (b) a provision that prohibits UPSTREAM personnel from taking messages in response to Contacts in an effort to manipulate Average Handle Time; credit card error messages and fraud prevention procedures, as set forth on Exhibit G hereto; and
(iii) Training manuals and training procedures. Without limitation on UPSTREAM's obligations, UPSTREAM shall be responsible for conducting all necessary and advisable training of its staff, including, but not limited to, performing recurrent training to ensure agent proficiency; and the manuals and procedures shall reflect this obligation. In the event of a conflict between the Policies and Procedures Guide and this Agreement, the provisions of this Agreement shall control unless the parties expressly agree to otherwise and such agreement is set forth in writing. UPSTREAM shall periodically update the Policies and Procedures Guide to reflect mutually agreed-upon changes in the operations or procedures described therein, and shall provide the updated Policies and Procedures Guide to ORBITZ for review and comment. The Policies and Procedures Guide shall be ORBITZ Confidential Information.
Appears in 1 contract
Sources: Services Agreement (Orbitz Inc)