FIRST AMENDMENT TO CSG MASTER SUBSCRIBER MANAGEMENT SYSTEM AGREEMENT BETWEEN CSG SYSTEMS, INC. AND COMCAST CABLE COMMUNICATIONS MANAGEMENT, LLC
Exhibit 10.20A
FIRST AMENDMENT
TO
CSG MASTER SUBSCRIBER MANAGEMENT SYSTEM AGREEMENT
BETWEEN
CSG SYSTEMS, INC.
AND
COMCAST CABLE COMMUNICATIONS MANAGEMENT, LLC
This First Amendment (the “Amendment”) is made by and between CSG Systems, Inc., a Delaware corporation (“CSG”) and Comcast Cable Communications Management, LLC, a Delaware Limited Liability Company (“Customer”). CSG and Customer entered into a certain CSG Master Subscriber Management System Agreement dated March 17, 2004, (the “Agreement”), and now desire to amend the Agreement in accordance with the terms and conditions set forth in this Amendment. If the terms and conditions set forth in this Amendment shall be in conflict with the Agreement, the terms and conditions of this Amendment shall control. Any terms in initial capital letters or all capital letters used as a defined term but not defined in this Amendment shall have the meaning set forth in the Agreement. Upon execution of this Amendment by the parties, any subsequent reference to the Agreement between the parties shall mean the Agreement as amended by this Amendment. Except as amended by this Amendment, the terms and conditions set forth in the Agreement shall continue in full force and effect according to their terms.
CSG and Customer agree as follows:
| 1. | Schedule J of the Agreement is hereby deleted and replaced with Attachment A hereto. |
| 2. | CSG will not collect a deposit for Customer’s supplies. Therefore, Exhibit C-2 of the Agreement is amended by deleting the reference to Section 4 in the first sentence of paragraph 7. |
| 3. | Schedule D of the Agreement shall be amended by adding the Designated Environment for CSG Message Express attached hereto as Attachment B. |
IN WITNESS WHEREOF, the parties execute this Amendment on the date last signed below.
| CSG SYSTEMS, INC. (“CSG”) | COMCAST CABLE COMMUNICATIONS MANAGEMENT, LLC (“CUSTOMER”) | |||||
| By: | /s/ ▇▇▇▇▇▇ ▇. ▇▇▇▇▇ |
By: | /s/ ▇▇▇▇▇▇ ▇▇▇▇▇ ▇▇▇▇▇ | |||
| Name: | ▇▇▇▇▇▇ ▇. ▇▇▇▇▇ | Name: | ▇▇▇▇▇▇ ▇▇▇▇▇ ▇▇▇▇▇ | |||
| Title: | President, BBS | Title: | Vice President and Authorized Agent | |||
| Date: | 9/1/04 | Date: | 8/31/04 | |||
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Attachment A
| Name |
PC Doc Number |
Type |
Execution Date | |||
| MediaOne Video and High Speed Data Conversions and Product Implementation |
6849 | SOW | 8/14/2001 | |||
| Implementation Services - Workforce Express for ▇▇▇ ▇▇▇▇▇▇▇▇▇, ▇▇▇▇▇▇▇▇▇▇ |
▇▇▇▇ | SOW | 2/6/2002 | |||
| NAS to DAC for Mountain Region |
11876 | SOW | 4/22/2003 | |||
| NAS to DAC Change Order #1 |
12848 | C.O. | 6/2/2003 | |||
| NAS to DAC Change Order #2 |
13037 | C.O. | 8/18/2003 | |||
| NAS to DAC Change Order #3 |
1959825 | C.O. | 9/22/2003 | |||
| NAS to DAC Change Order #4 |
1965390 | C.O. | 12/8/2003 | |||
| NAS to DAC Change Order #5 |
1999824 | C.O. | 1/12/2004 | |||
| NAS to DAC Change Order #6 |
2008527 | C.O. | 2/12/2004 | |||
| Global AT&T VOD Interface |
12680 | SOW | 6/20/2003 | |||
| VOD Change Order #1 |
1945512 | C.O. | 12/8/2003 | |||
2
| VOD Change Order #2 |
1972442 | C.O. | 1/16/2004 | |||
| Migrate the Customer centralized JD Z-Ports at the Denver location to the CSG terminal server solution. |
1951032 | SOW | 10/6/2003 | |||
| Addressable Launch for Bay |
1959796 | LOA | 9/11/2003 | |||
| Addressable Launch Change Order |
1987993 | C.O. | 12/10/2003 | |||
| Launching addressable ▇▇▇▇▇▇▇ (JD) in Dallas |
1960049 | LOA | 9/10/2003 | |||
| Early hour support for (8798/2000) Chicago Nas to DAC launch |
1967578 | LOA | 11/17/2003 | |||
| South Florida Agent Transfer 8495/6000/0080-0120 to 8495/7500 |
1987330 | LOA | 11/18/2003 | |||
| South Florida Agent Transfer 8495/6200/0020 to 8495/6000 |
1987333 | LOA | 11/18/2003 | |||
| South Florida Agent Transfer 8495-7500/1840, 1850, and 1860 to 8495/6200 and Transfer 8495/7500 1800 - 1900 to 8495/6000 | 1987362 | LOA | 12/15/2003 | |||
| Video on Demand (“VOD”) Boston Derry and Boston-Mashpee interface implementation, system configuration, access anc connectivity services for Customer | 1991190 | SOW | 2/12/2004 | |||
| Implementing an Analog Nas to Dac to Analog Dac Launch in Denver | 1991621 | LOA | 11/25/2003 | |||
| Video on Demand (“VOD”) Bristol, CT interface implementation, system configuration, access and connectivity services for Customer | 2000310 | SOW | 2/12/2004 | |||
| Upgrade of current Screen Express application to allow screen pops on outbound calls | 2001381 | LOA | 12/22/2003 | |||
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| IP Gateway Implementation for Pittsburgh |
2002791 | SOW | 2/19/2004 | |||
| Implementation Services- CSG Workforce Express Chicago Market |
2006186 | LOA | 2/2/2004 | |||
| Deconversion Tapes for ▇▇▇▇▇▇▇/▇▇▇▇▇▇▇▇, ▇▇ |
▇▇▇▇▇▇▇ | SOW | 2/2/2004 | |||
| Converter Passer for the Northeast Market |
2009951 | LOA | 1/26/2004 | |||
| Replacement of ESP Statement CD-ROMs for the Northeast Market |
2009958 | LOA | 1/26/2004 | |||
| Training Class charges for two Seattle representative to attend the February 23, 2004 Application Administration training class | 2010012 | LOA | 1/26/2004 | |||
| Expedited manual computer letter build for Comcast Portland | 2010019 | LOA | 1/26/2004 | |||
| CSG Assistance in configuring two Call Center Servers in Chelmsford | 2012185 | LOA | 1/29/2004 | |||
| CSG Assistance in configuring two Call Center Servers in ▇▇▇▇▇▇▇ | 2012199 | LOA | 1/29/2004 | |||
| One employee from South Florida market to attend Application Administration training in Omaha the week of February 23 - 27, 2004 | 2012391 | LOA | 1/30/2004 | |||
| LA Server config Screen Express | 2013747 | SOW | 3/8/2004 | |||
| Agent transfer for Customer’s Pittsburgh site moving subscribers out of 8493 1000, 1100 and ▇▇▇▇ | ▇▇▇▇▇▇▇ | SOW | 2/25/2004 | |||
4
| Conversion of subs from US Online for Portland |
2017675 | LOA | 3/9/2004 | |||
| CSG to add a new Z port for Minnesota |
2019060 | LOA | 3/9/2004 | |||
| Vantage Reassignment for six ids for the Sacramento Market |
2019232 | LOA | 3/9/2004 | |||
| Duplicate CDs for ▇▇▇▇▇▇▇▇ ▇▇▇▇▇▇▇▇▇▇ |
▇▇▇▇▇▇▇ | LOA | 3/9/2004 | |||
| Duplicate CDs for Seattle |
2014157 | LOA | 3/9/2004 | |||
| Jacksonville Service Code Passer |
2005972 | LOA | 3/9/2004 | |||
| Add new JD Z port for S. Florida |
2016936 | LOA | 3/9/2004 | |||
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Attachment B
CSG MessageExpress® Designated Environment
| Effective: 01/04 | Page 1 of 1 |
CSG MessageExpress is inherent to the ACSR product and therefore requires the ACSR product to execute properly. Please refer to the ACSR DEG to ensure that all ACSR requirements are met before utilizing MessageExpress.
MessageExpress CTI Server Requirements
MessageExpress Server Environment:
NT server class machine with a Pentium III 650 MHz or greater; 256 MB RAM; 10 GB available hard drive space (1); network card (10MB min., 10BT or BNC); NT version 4.0, Windows 2000 Server or Windows 2000 Advanced Server, all with the latest service packs. TCP/IP protocol and MS IIS (Internet Information Server) 4.0 or greater installed. Requires remote access: CA-Unicenter Remote Control, pcAnywhere, VNC, or equivalent.
MS SQL 7 or SQL 2000 required for MessageExpress.
MessageExpress Desktop Workstation
Windows only environment. Refer to ACSR DEG. Windows NT 4.0, Windows 2000, or Windows 2000 Professional, all with latest service packs; 200 MHz or greater; 64 MB RAM (2); minimum 3MB available hard drive space; network card (10MB min., 10BT or BNC). Windows NT version 4.0; TCP/IP protocol installed.
MessageExpress ACD Options
Aspect ACD – version 6.2 Operating System – 8.2 inclusive. Requires native Application Bridge Link (Ethernet) for agent information and communication with the CTI server. Sites that have migrated to Aspect Contact Server not currently supported.
RealTime Bridge required for MessageExpress.
Lucent/Avaya Communications Definity G3 ACD – version 6.0 Operating System or greater and requires the native ASAI Interface. Requires a MAPD gateway card for agent information and to communicate with the CTI server.
Avaya CMS or BCMS report server, report generated for statistics on desired agents/skills. Root access to CMS server for report generation.
Nortel/Meridian – Any Nortel Meridian ACD with SCCS (Symposium Call Center Server) 4.1.7 or greater installed and running.
Siemens/Rolm – HICOM 300 series (9751/9006 or greater) with ORTL (Open RealTime Link) installed.
| (1) | Optional data logging features may require additional drive space if logging destination is local. |
| (2) | 128 MB of Ram or higher is recommended when purchasing new equipment |
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