Symantec Confidential Information Page 1

Symantec.SOW to MSA.General.17March2008.doc

Statement of Work No. 1



This Statement of Work No. 1 (SOW), effective November 23, 2009 (Effective Date), is entered by and between Symantec
Management Corporation (Symantec) and SoportecDAP10DIC12, S.A. de C.V. (Provider) and shall be governed exclusively by
the Master Services Agreement between the parties dated November February 23, 201209, (Agreement). Capitalized terms used
but not defined herein shall have the same meanings as set forth in the Agreement.


I. Contacts

Provider
-
DAP10DIC12, S.A. de C.V. Soportec,
S.A. de C.V.
Management
CorporationSyma
ntec -


Primary
Contact:
Jaime Sandoval ChimalLuis Cardenas Primary Contact: JC LorenzoTeo Ober
Address: Retorno Cerro Tuera 21, Oxtopulco
Universidad,
Address: 918055 S. Dadeland Blvd., Ste. 331100
City,
State,
Zip
Coyoacn
043180, Mxico, D.F.
City, State, Zip Miami, FL 43331565
Telepho
ne:
+52 (55) 5661 4949 Telephone: 305 801 0987
Email: Isc.cardenasisando@soportec.com.mxgmail.c
om
Email:
juan_carlosvazquez@hotmail.comtober@sym
antec.com

Alternate
Contact:
Mario HernandezAlejandro Rey Alternate Contact: Kelly Cathy Feely-Evans
Address: Retorno Cerro Tuera 21, Oxtopulco
Universidad,
Address: 777555 International Way
City,
State,
Zip
Coyoacn
043180, Mxico, D.F.
City, State, Zip Springsfield, OR 9747700
Telepho
ne:
Telephone: 541-335-5068
Email:
mario.hergon@gmail.comarey@soporte
c.com.mx
Email: Cfeely-evans@symantec.com


II. Services Description: Provider will provide the following Services to Symantec Management pursuant to the Agreement, this SOW
and as further attached hereto:

Refer to EXHIBIT B.

III. Expenses: Symantec Management will reimburse Provider for expenses incurred in the performance of Services hereunder up to a
maximum amount not to exceed $19,995 per quarter in Services, plus $1,200 per quarter Telephony costs as outlined below. All
expenses shall be invoiced to Symantec Management at cost and without mark-up of any kind and in accordance with the Symantec
Management Provider Travel and Expense Policy. Provider will submit receipts and other appropriate documentation to Symantec to
substantiate invoiced expenses.

Contact Center Service
Qty Description Monthly Unitary Price Total by Month Total by Quarter
1 Contact Center Service US$ 6,665.00 US $ 6,665.00 $ 19,995.00
Total US$ 6,665.00 $ 19,995.00

Telephony cost
An amount up to US$400.00 per month (US $1,200.00 for quarter) which will be applied to telephony costs generated by input or
output calls (domestic and/or long distance).

IV. Fees, Payment Schedule and Invoices

A. Fees: In consideration for Providers completion of Services under this SOW, Symantec Management will pay Provider a
maximum amount up to and not to exceed 4,000 initial Contact Center Setup Fee, including expenses (collectively, the Fees).
Notwithstanding anything to the contrary in this SOW, the Agreement or otherwise, Symantec Management shall not be invoiced
or obligated to pay for (1) any fees or expenses incurred prior to Symantecs Managements issuance to Provider of a
corresponding purchase order, or (2) for any amounts in excess of the Fees except as expressly set forth in a change order to this
SOW that is executed by both parties.

Formatted: Font: Bold
Formatted: Spanish (Mexico)
Symantec Confidential Information Page 1
Symantec.SOW to MSA.General.17March2008.doc

Contact Center Setup
Qty Description Total Price
1 Contact Center Setup $ 4,000.00
Total $ 4,000.00


B. Invoice Schedule:

Provider will invoice Symantec in accordance with the following schedule:

No. Milestone Estimated
completion
date
Expected invoice
date/month
Fee
1 Completing the Setup of the Contact Center 3 weeks 12/11/09 $4,000.00
2 Monthly Services Fees ongoing Monthly $6,665.00
3 Monthly Telephony Costs ongoing Monthly, see
below
Up to $400.00

Telephony Invoicing: If telephony cost exceeds $400.00 per month. The difference will be invoiced to Symantec Management in
a monthly basis according to the supplier's phone services invoice. If telephony cost is less than this amount, the difference will be
accumulated for the next month. Any amount paid by Symantec Management but not applied to actual costs at termination of the
agreement will be refunded upon termination of the agreement.

C. Invoices: Provider will include in all invoices a description of the Services performed and a reference to the applicable Symantec
Management Purchase Order number. Provider will also submit documentation (i.e., copies of receipts and third party invoices)
necessary for Symantec Management to substantiate all invoiced expenses. Provider acknowledges that failure to comply with
this section may result in a delay in payment. Invoices will be submitted to Symantec Management as follows:

For invoices by mail: Symantec Corporation
Attn: Accounts Payable
PO Box 889
Springfield, OR 97477

For invoices by email: einvoices@symantec.com

For Provider inquiries by phone: (541) 335-5300

For Provider inquiries by email: aphelpdesk@symantec.comisc.cardenas@gmail.com


V. Term: This SOW will begin on the Effective Date and shall continue until November February 23, 20130 unless terminated earlier in
accordance with the Agreement.
VI. Change Orders: No change or modification to this SOW shall be effective or binding except as expressly set forth in a written change
order signed by both parties, substantially in the form as attached hereto as Exhibit A.

IN WITNESS WHEREOF, the parties have caused this SOW to be executed as of the Effective Date by their duly authorized representatives.

SYMANTEC Management CORPORATION SoportecDAP10DIC12, S.A. de C.V.

By: By:
Printed Name: Printed Name:
Title: Title:
Date: Date:

Symantec Confidential Information Page 3
Symantec.SOW to MSA.General.29Feb2008.doc
Exhibit A change order
EXHIBIT A

CHANGE ORDER FORM

This Change Order No. (Change Order), effective on , 20 (Effective Date), is made to that certain Statement of Work
No. dated , 20 (SOW) and Agreement dated , 20 (Agreement) between
Symantec Corporation (Symantec) and (Provider). This Change Order shall be governed exclusively by the SOW
and the Agreement.



1. Describe services or changes requested and the reason for the change (attach additional pages if necessary).

2. Describe any changes (removal, additions, replacements) to Supplier personnel and resources:

3. Detail the impact of this Change Order on the SOW including any impact on:
a. Statement of Work:
b. Deliverables:
c. Schedule:
d. Fees:
e. Expenses:
f. Payments:
g. Requirements:
h. Acceptance:


Except as expressly set forth in this Change Order, all other terms of the SOW and the Agreement shall remain unchanged and in full force
and effect. All capitalized terms used but not defined herein shall have the same meaning as set forth in the Agreement. Symantec will not
be invoiced or obligated to pay for any Fee increase under this Change Order unless and until Symantec issues a corresponding purchase
order to Provider.


This Change Order was generated by:

[COMPANY NAME]


Signature:

Name:________________________________

Title: ________________________________

Date: _______________________________






This Change Order is hereby approved and accepted by the parties duly authorized representatives below:


SYMANTEC CORPORATION PROVIDER

[THIS IS A CHANGE ORDER TEMPLATE ONLY DO NOT SIGN]
________________________________ ____________________________
Authorized Signature Authorized Signature


Name: ________________________________ Name: ______________________________

Title: ________________________________ Title: ______________________________

Date: ________________________________ Date: _______________________________





Symantec Confidential Information Page 4
Symantec.SOW to MSA.General.29Feb2008.doc
Exhibit A change order
EXHIBIT B


Service Description of Contact Center

The Contact Center will be located at Provider offices in Mexico City, Mexico and it will work as a unique contact
point for the sales support for the Symantec Latin Americas online small business stores in Spanish and
Brazilian Portuguese. There will be a dedicated team consisting of two primary full-time tri-lingual (English,
Spanish and Portuguese) and one full-time backup trilingual (English, Spanish and Portuguese) agent.

Provider has an additional pool of trilingual agents (English, Spanish and Portuguese) who will cover any
absence of the assigned personnel due to vacations, illness or other contingencies.

The assigned personnel by Provider to provide the offered services in this SOW will cover the needed profiles,
knowledge and skills that allow guaranteeing the quality of the services.

Requirements (Symantec Responsibilities)

- Web Chat Tool: Symantec shall provide Web Chat Tool and train the personnel assigned to the service.
Configuration costs for this tool shall be borne by Symantec.
- Permanent training in Symantec products.
- Online Product information library and products reference, which shall be available at
http://www.symantec.com
- Update of changes and modifications of products
- Telephones, addresses and contacts lists of Symantec staff.

Providers Responsibilities - Provider shall provide:

- Exclusive phone number with dedicated line and one international line 1-800. toll free number for each
of the following countries:
1. Argentina
2. Bolivia
3. Brazil
4. Chile
5. Colombia
6. Costa Rica
7. Dominican Republic
8. Ecuador
9. El Salvador
10. Guatemala
11. Honduras
12. Mexico
13. Nicaragua
14. Panama
15. Paraguay
16. Peru
17. Puerto Rico
18. Uruguay
19. Venezuela
- Work stations (two desktop computers per agent, phone extension, access to internet)
- Call tracking System or incident management Tool
- PBX with ACD

Symantec Confidential Information Page 5
Symantec.SOW to MSA.General.29Feb2008.doc
Exhibit A change order
Contract Center Services: The Contact Center will provide sales support for customers in the following areas:
Product Information (characteristics, compatibilities, etc.)
Pre-sale technical product information.
Information about the procedure for purchasing products.
Issuing quotes to customers, follow-up and closure of quotes as necessary.
Identification of needs for cross selling and up selling sales.
Follow-up and control of the sales, quotes and miscellaneous sales-related requests
Point of sale information.
Canalization to Symantec Named Account, Field Sales or Resellers where applicable.
Knowledge of and sales of packages and promotions.
Complaints and suggestions.

- All the requirements will be received and assisted by chat, phone and/or e-mail.

- When some of the customer inquiries require additional support, the Contact Center will escalate the same to
the store manager or Symantec Sales within the customers country or region.

Report Generation and information delivery

The Contact Center will generate graphics and statistics that will allow Symantec to evaluate averages,
percentages and trends about:

Details of each requirement, including type and information of Symantecs clients, involved product and
resolution pattern.
Number of inquiries received by phone
Number of inquiries assisted by phone
Waiting Time calls, max and average
Abandoned calls
Average time call
Customer satisfaction Index
Number of reports by geographical area or country
Number of inquiries referred to SYMANTEC, resellers or other areas
Peak Hours and days
Reports Graph by category
Reports Graph by day
Any additional information that requires SYMANTEC.

The above information will be delivered to Symantec by the 5th day of every month, with the information
generated in the previous month.

Service Scope

Type of Contact Center attention: The services of the Contact Center will be provided via phone, email and/or
Web chat.

Operation and Service Schedule: The schedule of operation will be from Monday to Friday from 5:00 to 18:00
hrs (Time of Mexico, D.F.), excluding holidays, in order to cover all Latin America countries in working schedule.

Language and coverage: The services will be provided in English, Spanish and Portuguese languages with
phone, email or web covering in Latin America. Upon launch, services will be provided for following countries
(this may change upon Symantecs direction):

Latin America:
1. Argentina
2. Bolivia
Symantec Confidential Information Page 6
Symantec.SOW to MSA.General.29Feb2008.doc
Exhibit A change order
3. Chile
4. Columbia
5. Costa Rica
6. Dominican Republic
7. Ecuador
8. El Salvador
9. Guatemala
10. Honduras
11. Mexico
12. Nicaragua
13. Panama
14. Paraguay
15. Peru
16. Uruguay
17. Venezuela
Brazil:
18. Brazil

Service levels: The operation will be based on predefined procedures and a Service Level Agreement in order to
keep a good tracking of service quality.

Symantec will be allowed to make revisions to procedures and Key Performance Indicators (KPI) any time. KPI
to be measured include:
Monthly abandoned calls: 5%
Maximum waiting time: 90 % of total calls answered within 60 seconds
First time Resolution: 75% within10 minutes of agent answering
Average talk time: 10 minutes
Customer Satisfaction: 90% Good or Excellent

Supported Products
Provider will provide initially support to Symantecs clients in the products in the pricelists:
MEX_Express_NOVEMBER_2009_PriceList_.xlsx
BRA_Express_NOVEMBER_2009_PriceList_.xlsx

New or additional products will be incorporated according Symantecs needs.

Implementation Time
The implementation time of the proposed services will be 3 weeks from date of the Agreement.

Symantec Confidential Information Page 7
Symantec.SOW to MSA.General.29Feb2008.doc
Exhibit A change order
Soportec Agent
Desktop 1
(Vendor Applications)
White List (Can Access)
> IP Telephone
> Agent Applications
Black List (Cannot Access)
> Internet
> Web Mail
> Social Networks
> USB Memory Stick
> CD/DVD Recorder
> Writing Instruments
> Cell Phones
Desktop 2
(Sym Applications)
White List (Can Access)
> Sym Hosted Applications
> Symantec.com
> Symantec Store
> iStore / Global Commerce
> Liveperson Chat
> Order Status Tool (DR)
> Outlook
> Excel
Black List (Cannot Access)
> Internet (aside from above)
> Web Mail
> Social Networks
> USB Memory Stick
> CD/DVD Recorder
> Writing Instruments
> Cell Phones
Inbound
Calls
Symantec
Terminal Server
(Tucson)
Sym Hosted Applications:
> Oracle
> Business Objects
> Score
> Reseller List / Database
> Syminfo
Secure
VPN Access
Symantec/Vendor Setup Process Flow
Customer


Product Features
Pricing Questions
General Prod
Licensing Questions
Misc Questions
(Answer and terminate. May require
internet research on
Symantecstore, GlobalCommerce/
iStore, or Symantec.com)
Scenarios For LAM/BR SMB Store Calls
Phone or Chat
Phone or Chat
can be phased in
CC run IB initially
Customer Licensing
questions
(what/how much do I own?)
Look up in Oracle or create IB
Report
Phone or Chat
Customer Order
Questions
Respond to questions customer is
asking about an order placed on the
LAM/BR SMB Store
Take customer name, address,
contact info, email address, phone,
or order reference number and look
up in Digital River online order
status tool. Respond to customer
live via phone or chat.
Take Customer name, address,
contact info, email address,
phone, product s/n, or order
reference number and lookup in
Symantec systems. Respond to
Customer live on the phone or
chat or for (IB) with requested
info via email.
Customer places order for new
products through reseller, online
or calls (not chat) Store Sales
Rep to complete order through
Global Commerce/iStore (DR
Agent order tool).
Customer Quotes
Customer wants to purchase
new licenses but needs info to
take back to their company to
create Req/PO internally. Sales
Agent creates quote in iStore
and emails from that system to
Customer. Agent is able to
review open quotes, closed
quotes. Can also complete
quotes to order through Global
Commerce/iStore (via phone
only).
Phone or Chat