Service Level Agreement

eassist.com


Service Level Agreement


For


Concierge


March 29, 2000


This document contains proprietary and confidential information. Neither this document nor said proprietary information shall be published, reproduced, copied, disclosed, or used for any purpose without prior written approval from eAssist.com: 5005 Wateridge Vista Drive, San Diego, California, 92121. www.eAssist.com


-------------------------------------------------------------------------------- Concierge SLA Confidential Page 1 3/29/00


Exhibit 10.2
Page 1 of 14 Pages


eassist.com
Service Level Agreement (SLA)


Under this Agreement, dated 3/31/00, eAssist.com, Inc. ("eAssist", "eAssist.com") and Concierge ("Concierge") agree to the following:


1. Services
--------


Concierge wishes to contract eAssist.com to provide multimedia customer
relationship management (eCRM) services via the Internet to Concierge.
eAssist.com will provide outsourced e-mail management services and
software, chat management services and software, and voice based call
handling. eAssist.com will be responsible for the management of all
technical infrastructure, bandwidth, hardware, software and agents.


2. Term
----


The term of this Agreement shall be two years commencing on 3.29.00.
Thereafter, the agreement will automatically renew for successive
one-year periods unless Concierge notifies eAssist.com sixty (60) days
prior to the Agreement and date of its intention to cancel the
Agreement. eAssist.com may terminate this agreement for any reason on
sixty (60) days written notice. In the event of any form of termination
Concierge agrees to pay eAssist.com all costs identified in this
Agreement up to and including the date of termination.


3. Payment of Invoices
-------------------


Setup fees are payable on agreement signature.


All invoices are payable net thirty (30).


If invoices are not paid within thirty (30) days of the invoice due
date, eAssist.com will send a collection notice to Concierge requesting
payment. If the payment is not received within fifteen (15) days of the
date posted on the collection notice, eAssist.com may at its sole
discretion disable the service. The service will only be re-enabled on
full payment of all outstanding invoices.


4. Implementation
--------------


The work to be performed in order to implement an eAssist solution for
Concierge site is described in Appendix A.


-------------------------------------------------------------------------------- Concierge SLA Confidential Page 2 3/29/00


Exhibit 10.2
Page 2 of 14 Pages


eassist.com
Service Level Agreement (SLA)


5. Service Level by Type
---------------------


The following schedule provides the (OUTSOURCED) service levels by
service type as measured monthly.


o All services will be available 24 hours per day 7 days per week
o 90% of automatic e-mail response within 10 minutes
o 90% of personalized e-mail response within 8 hours
o 80% of chat requests commenced within 120 seconds
o 80% of calls (VolP) answered within 120 seconds
o Net of pre-authorized maintenance windows, hardware/software
uptime of 95%


6. Compensation
------------


6.1. Outsourced Pricing Schedule [Omitted Language]


6.2. Pricing Detail


6.2.1. One Time Installation and Set Up Services


eAssist.com will provide consulting services that include:


Facilities - eAssist.com Facility


o Customization of secure data facilities
o Hardware customization and configuration
o Desktop configuration for required staffing
levels


Implementation Planning


Discovery meeting


o Domain strategy design and development
o Technical architecture design and
development
o Operational process definition and design


Blueprint development


o Single specific design document which
outlines all components of the domain,
strategic, and technical agreement


-------------------------------------------------------------------------------- Concierge SLA Confidential Page 3 3/29/00


Exhibit 10.2
Page 3 of 14 Pages


eassist.com
Service Level Agreement (SLA)


o Becomes an addendum to the contract once
signed and forms the basis for all future
design changes
o Ensures consistency through documented
communication without raising unnecessary
hurdles or barriers


Operational development


o On-site operational development session with
eAssist.com specialists to design and
develop operational processes and procedures
for the integrated management of the
customer contact center
o Dedicated off-site support for development
of integrated management of the customer
contact center
o We will provide domain expertise with regard
to the recruiting, prescreening,
interviewing and hiring of ESRs - our proven
methodologies will minimize the recruitment
cycle, maximize employee satisfaction, and
reduce employee turnover
o We will provide domain expertise with regard
to training methodologies which work best
within the ESRs environment our
methodologies will maximize productivity,
reduce the training cycle, and minimize the
learning curve


Technical Implementation


o Team of technical architects dedicated to
the conceptual design and development of
required technical infrastructure
o Technical consulting work with Concierge's
technical teams both on and off site
o Design, setup, implementation and
integration of customized software
applications for: one-to-one chat
interaction, processes for integrating web
pages directly with our chat server and
continual knowledge base expert system


-------------------------------------------------------------------------------- Concierge SLA Confidential Page 4 3/29/00


Exhibit 10.2
Page 4 of 14 Pages


eassist.com
Service Level Agreement (SLA)


o Design, setup, implementation and
integration of customized software
applications for: automated and
personalized e-mail
o Design, setup, implementation and
integration of customized software
applications for: VolP
o Design, setup, implementation and
integration of customized software
applications for: eCRM


Knowledge Base Development


o Knowledge base "use" training
o Knowledge base train-the-trainer training
o Knowledge base deployment and structure
design - professional and consumer portals


Reporting Design and Definition


o Standardized reporting tools query
definition
o Customized report design per Concierge
requirements
o Tracking database setup and design


Terms


o Additional consulting requirements or
changes to the initial design specifications
may incur additional setup costs. Additional
costs are subject to Concierge approval.


6.2.2. Monthly Management Services


eAssist.com charges a flat-rate monthly management fee
that includes domain expertise, system maintenance,
account management and administrative functions.
eAssist.com will assign a dedicated team of specialists to
oversee the on-going management of this program and manage
a team of specialists to handle client interactions.


Domain Expertise


-------------------------------------------------------------------------------- Concierge SLA Confidential Page 5 3/29/00


Exhibit 10.2
Page 5 of 14 Pages


eassist.com
Service Level Agreement (SLA)


Knowledge Base Management


o Automated e-mail response and content required for
Chat Content Push, Web IVR, VolP, and Personalized
E-mail response necessitates the development and
deployment of a knowledge base.
o Deploy the necessary technology to ...