SERVICE LEVEL AGREEMENT

This Agreement executed on 04 May 2015 by and between UNITED AIRLINES INC.
Herein after for brevitys sake referred to as First Party, which expression shall, unless exclude
by or repugnant to the context, be deemed to mean and include its permitted assigns and
successors-in-interest.

AND

M/S PEEPULTECH having its office No. 1, 3rd Floor, 16th Main, 20th Cross, BTM 2nd Stage ,
Bangalore 560076 ,INDIA , (Hereinafter for brevitys sake referred to as Business Associate.)

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This Service Level Agreement confirmation has to be read carefully and all the terms and
conditions stipulated in this Service Level Agreement should be followed strictly and seriously
throughout the whole project operation.
Interpretation
1. All references to a specified clause or schedule shall be construed as a reference to that
specified clause or schedule of this Service Level Agreement.
2. Unless the context otherwise requires, words importing the singular shall include the plural and
vice versa and words denoting gender shall include both the genders.
3. All references to a number of days mean calendar days, unless expressly indicated.
4. Any reference to a time limit in this Service Level Agreement shall mean a time limit set out in
the relevant clause or such other time limit, which may be agreed mutually in writing by both
the parties.
5. In this Service Level Agreement , the headings are inserted for ease of reference only and
shall not be used to limit or restrict any of the provisions of this Service Level Agreement .
Territory
Refers to the territory of the signing parties represents USA and laws of The Republic of USA
shall govern this Service Level Agreement .
Instruction to the executors
The First Party reserves the rights to reject any amendments where the requirements of these
instructions are not compiled. Any memoranda, letters, drawings and information given prior to the
issue of this Service Level Agreement and duly counter signing this ordered by the Executors, will
not form part of the Service Level Agreement between the successful Executors and the First
Party.
The Executors attention is drawn to the fact that the Executors shall place his signature in the
Service Level Agreement copy and return the copy immediately to the contractual division of the
First Party.
All queries shall be categorized by document and reference to the Service Level Agreement
number, appropriate clause, and paragraph or drawing number. Such queries shall be resolved in
writing and issued to Executors.
While all regional care has been taken by the First Party to insure that soft copies of all files and
documents issued by First Party are free from non computer viruses, First Party makes no
warranty that the soft copy are virus free and the Executor should insure that the soft copy receive
from First Party are scanned and are free from virus before installing, reading or otherwise using
the soft copy on their computer system.
First Party disclaims all liabilities and shall not entertain any claims for losses, damages, cost,
what so ever arising from viruses found in soft copies.

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Currency of the Inbound work

The Executor shall understand the best currency of the financial transactions will be in USD only (
E.g. Call centers Monthly Payout ) . All payments made to the Executor under the Service Level
Agreement will be made entirely in USD or alternatively and solely at the discretion of the authority
of the First Party in the foreign currency or currencies requested and specified by the Executor.
Mode of payments
The mode of payment will be paid through in the form of Electronic Transfer Advance as per
mentioned terms and conditions in this Service level agreement within 24 hours.
For Very First month Payments will be wired as per USD$ 9 Per agent per hour to the call
centre accepted to run on each 10 seats Which is USD $ 64,800 as per calculation on 3 shifts
per month .
From Next Month onwards the payments will be calculated and wired as per USD $ 9 per agent
per hour to the call centre accepted to run on each 10 seats which is USD $ 64,800 as per
calculation on 3 shifts per month.
.

Companys Bank Account Details

Account Type

Savings/Current

Account No.

Name of
Bank
Branch
Address
City

State:

PIN:

MICR No.
DP Details
DP Name
DP ID

BO ID

Signature with Stamp

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Time Commitments
Call centre will commit to UNITED AIRLINES INC. that they will be ready with Technical
infrastructure on ________.
Call centre will commit to UNITED AIRLINES INC. that they will be ready with Team of _____
people/agents to start training on ________________-.
Call centre will commit to UNITED AIRLINES INC. that if project goes as per norms and
conditions successfully for continues 3 months then they will ramp-up/increase seats upto
_______ seats per shift immediately.

Payment methodology
1. Scope of Work: The Business Associate will diligently carry out Inbound Customer care work;
Business Associates will get Calls on a regular daily basis as per below mentioned terms and
conditions.
Client agrees to provide Validation formats/Process document and other necessary information
for processing documents to the Business Associate at the time of work commencement.
2. The Business Associate shall submit the Reports as per schedule provided by the client;
however Payouts are be released after getting the QC report of ( bi-weekly) that particular
period. The Client will pay each bill within maximum 5th of each month, all then payouts are
going to be release after Quality Check Certificate. The Payout can be raised through e-mail or
Fax and followed by hard copy. Q.C. Certificate will be provided in 10-15 working days.
3. Quality: The Business Associate shall maintain accuracy of 84.99% for the processed
as
per Quality score card terms and norms. If the Business Associate cannot reach 84.99% accuracy
on 1st submission than the Client shall give the Business Associate another 15 days for rectifying
the mistake in future workings and there after the Client has the right to terminate this agreement
on receiving 3rd Quality report with a further notice.

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Quality Control
Evaluations of the Calls produced by the Business Associate in the CRM based
application (Wrapper) can be done using software or manually; the Client wants minimum
84.99% accuracy of the processed Calls in Wrapper. If Business Associate fails to
achieve84.99 %, will be given 15 days to rectify and re-correct the errors in future tasks
and quality report cards.
QS (Quality Score Card):
Call center needs to hit 84.99% quality at least which includes Following parts to be followed :

AHT
Customer Services
Quality parameters
Attendance.
CRM
CMS
Audit
Script

AHT:
Maintain the AHT which is 3.20 Minute to 4.5 Minutes as per the Maintenance Parameters in
which a Shift brief will be there at the morning regards to server downtime or Anythings regards to
work schedule and on that time downtime AHT is not going to be counted some calls will be there
who will cross 5 or 10 minutes or go beyond 30 mints as well but some call will be there below
than 1 minute. We need to maintain average.

Thresh Hold Time :

Thresh Hold Time is and time which involves Absence of agent / ir-respective working timings (
includes breaks , huddle etc . ) then Abandon is depend on threshold time which is allowed as 3
secs which is going to be calculated on CMS (Client Management System) and 3 more seconds
are allowed as leverage and on 7th Second call will be routed to some another call center.

Quality Parameters:
100 % is the target but 85 % is the minimum that you need to hit the scores
- By maintaining the 3.25 minutes AHT
- 100% CSAT Score which is going be counted as per 3 parameters ->
CSAT Scores are those scores which are going to be generated after getting customer satisfaction
scores given after the end of each call by below mentioned ways
By Email
By SMS
By Call

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Quality Audit
Specifications
10 % for voice and Accent in which basic things will be calculated example Voice should be
Clear to listeners + 15% Enthuse (Sound Loud and Clear ) + 30 % Customer Delight (At the
end of the call 10 % customers says OK, Thank you. + if he Appreciate by himself then 20 %
scores are goings to be counted) + And rest are of: MTI - voice and accent, Vowels, Tone,
Short Temper Etc
Attendance is 100 % required:
Call center need to give a written email of the application to take a holiday / Casual leave by
UNITED AIRLINES INC. only 1 CL ( Casual Leave ) + 1 SL ( Sick Leave ) is allowed for
each agent in a month on 6 working Day.
Sunday will never be any allowed holiday / leave
Because of any natural disaster / damage / miss-happing or any government /public
violence by which / because of what call center is not going to be perform/ live or work then
UNITED AIRLINES INC. will verify as per the application status, if it proved genuine then
holiday/leave will be allowed other-wise a warning letter will be issued to call center.
On third warning letter process/project may terminated.

Agreement includes:
Strictly to follow script parameters terms and norms could be point of actions :
Fatal :
indicates that our agent is not following script / guidelines it may cause because
of agents mistake for E.g. Customer demand/question/query/asking for a particular
thing/complaint/issue but agent in call center is not giving relevant answers .or giving this
from his own . then each line will be included /involved / called / measured as fatal.
Error:
Indicates that our agent is entering wrong/irrelevant options mentioned in CRM ,
E.g. customer inquiry for shipment but agent have submitted as complaint by mistake or
anyhow.
Abusing immediate action either Termination:
Indicates that the agent abused/shouted/said any ir-respective words to UNITED
AIRLINES INC. Customers.

Audit Types:
Random Audit: weekly reports will be there , Either you audit or not but these are clients
parameter
That you have to maintain more than his requirements .Hell do 3 audit randomly in a week.

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Per Day Audit

Logger: Client gives their own Logger where he uses to audit each and every call. Which
will be provided by client end on each seat. Every Agent will be allocated by client user id
and password.

Technical Requirements:
Dual core Computers (Minimum) + 1 GB Ram , Server: IBM X360 (Xeon Processer) with 8 GB
Ram and 1 TB HDD (Minimum or more then that ) Dialer and CRM Are from Client Side 4
MBPS Leased Line.

India's satellite-based telecommunication network enables instantaneous high-speed transfer of voice

and data across the globe.

We provide and install by our end things which are Able to provide critical Computer Telephony
Integration and Interactive Voice Response systems regardless of the customer's PABX, ACD, computer
or database. They deploy the best of telecom infrastructure with various redundancies at every critical
juncture to provide uptime commitments of over 99%.

With intelligent scripting programs, advanced learning and development teams, and Quality First
processes, you may rest assured that frequently changing information is always conveyed accurately.
Even advanced users can access the information they need quickly to resolve their questions - on the
first inquiry.

Each technical support representative has direct access to the Internet to allow them to access on-line
problem tracking systems, FAQs, knowledge base and account information.

Fast and dedicated Internet connectivity

State-of-the-art call center technology

100% automated desks with first rate and perfect computerization.

24x7support due to availability of quality manpower in multiple work timings, uninterrupted power supply
owing to constant power back-up.

Sufficient voice and data communication systems

Continuous call reception due to flawless duplicated system

Leased fiber optic circuit from India to various destinations in the world

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Legislative Framework

Highly liberal Government policies on call center operations

Maintains high cost-competitiveness in service sectors

Proactive Government - 10 year tax holiday

Duty free import of capital machinery and software

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Conditions of the Service Level Agreement and the details of the work
The two parties have, entered into the Service Level Agreement for execution of Calls given/routed
in call center to be complete as per CRM based application, and agreed as follows:
(Herein after referred and called as Inbound Customer care ) as per the guidelines mentioned in
the Service Level Agreement entered and to comply with and to consider the changes on the
dimensions which shall be specified from time to time with the terms and norms , consider
otherwise to fall into the detail mentioned in the Service Level Agreement .
1. The First Party will provide Only Shipment related or any Complaints query calls of the
customers who are connected to UNITED AIRLINES INC. anyhow, the Executor/Agent would
Listen and reply the queries of the Calls as per the CRM based application given by the First
Party and this would be delivered to the First Party by generating User IDs and Passwords for
the respective CRM Business Associates within CMS.
2. The First Party will deliver / route at lease 120-130 calls to each candidate related to shipment
inquiries or place inquiries.
3. If the calls belong to Complaints / any Technical or non- technical issues then AHT is not going
to be measured/audited/counted.
4. First Party should provide Logger to barge / listen / audit the calls as per mentioned conditions
that report should be uploaded in Logger every time / every call by Quality analyst.
5. The Executor will accept the Quality Report generated by the First Party after every 14 days . If
any dispute arises then it should be cleared within next five working days. The First Party has
to provide a detailed Quality Report of the work done by the Executor.
6. The payment will be made at the beginning of month after checking Quality reports which are
going to be generated after 15 days (Bi-weekly).
7. In case the Inbound Customer care work as per this agreement does not be
followed/performed then center will be immediately terminated.
8. Executor has to prepare the as per the training provided for the development of work and also
has basic knowledge of work.
9. Provide the infrastructure and personnel ready for use by the stipulated commissioning date.
10. The Inbound Customer care work provided by the First Party is of highly confidential nature as
it is related to the citizens of the United States of America, Canada and U.K. And rates related
to the Inbound Customer care information are to be kept highly confidential by the Executor,
and any information leakage or damage done at the Executor shall be forced to terminate the
Service Level Agreement and the claims and other damages and all various cost involve shall
be charged to the Executor, and a legal suite shall be raised by the First Party.
11. It is there upon advised to the Executor that he shall not divulge the information to any of the
other third parties and or not to entertain any unauthorized person to view or handle Calls and
important documents. Any such act by the Executor shall be at his/her own risk, and the First
Party shall not be liable to any such claims or processes.
12. The quality of work on Inbound Customer care specially to fall in line with UN/SPSC and ISO,
and it has to note that the First Party has provided adequate training to the Executor.

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13. It is to be further noted that entire development scheduled of the Inbound Customer care is to
be done within a period of 11 months only.
14. One trainer is going to be visit in the call center to give training to call centers
executives/agents the training of work.
15. The First Party shall solely decide the work schedule and the Procedure of Inbound Customer
care and the same shall be communicated to the Executor from time to time.
16. Training provided to the executives should be confidential
17. No Pen / Paper or cell phones are allowed on working premise.
18. If any customer information or data will be issued/lost/ mis-used by call center or call centers
executive then UNITED AIRLINES INC. will issue a warning letter call center.
19. If the rejections are on an increasing manner and if the quality is not satisfactory, the Executor
shall have to do the needed amendments in his resources policy and to recruit the able
personal to provide the quality services.
20. In a continuous event of the work getting rejected on quality and timely Calls issue more than
two times, the First Party shall have the rights to terminate the Service Level Agreement and
process the necessary claims and damages on the Executor.
21. All payments made by the First Party shall be in currency/currencies specified earlier.
22. The First Party is prepared to accept payment instructions in respect of payments under the
Service Level Agreement from a person or persons appointed under a power of attorney. The
power of attorney must be duly executed in accordance with accomplished memorandum and
articles of association. The specimen signatures of the person(s) authorized to issue such
Payout s or payment instructions must be notarized.
23. Alternatively, First Party will require from the Executor, before any such payments can be
made the following that is name of the bank and account number to which the transfer to be
made; resolution from the Executor authorizing the person to make payment instruction. The
Executor undertakes to develop, supply, deliver, install, test, and commission the work by the
schedule dates as per the timely schedules given from time to time.
24. If the progress of the work is delayed for the reasons not attributable to the Executor, the First
Party upon the application by the Executor can grant such extension of time, as he deems
reasonable.
25. The Executor shall carryout his obligations with due care and diligence to the First Party under
this Service Level Agreement ; ensure that the requirements are set and met according to the
guidelines stipulated and further details provided from time to time; provided all legal and
original software necessary for smooth operation of the system and applications which are set
in guidelines and not to use any pirated or illegal copies or versions of any software; do all
things which are necessary or reasonably to inferred from the Service Level Agreement .
26. The Executor delay progress on any part of this Service Level Agreement for any reason not
attributable to the First Party, and thereby reduces any schedule duration of activities to be
carried out by the First Party under the Service Level Agreement.

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27. The Executor shall insure that working systems will provide the facilities, functions and
performance standards set out in the guidelines. If modifications or changes are necessary.
For the system to meet the requirement stated in the set and to be effected guidelines, and the
provisions of the Service Level Agreement, the Executor shall bear all additional costs involved
in modifying or changing the system to satisfy those requirements.
28. The Executor shall not without the written consent and approval of the First Party, sub contract,
assign or transfer the Service Level Agreement or work to any other person or the First Party
under the Service Level Agreement . The Executor shall be responsible for such acts, defaults,
neglects or omissions of any assignee or subcontractor, their agents, servants or workmen as
fully as if they were the acts, defaults neglects or omissions of the Executor, his servants or
workmen.
29. On the other hand the Executor shall not under any circumstances transact with any amount
with his subcontractors or prospects under these specified Service Level Agreement by
accepting any deposit and or commission and any money or gift in any form. If such comes to
the knowledge of the First Party this Service Level Agreement shall be cancelled with an
immediate effect.
30. The Executor shall at his own expenses establish a project office in his country of business to
co-ordinate the performance of this Service Level Agreement .
31. The First Party shall send the work schedules everyday basis and the First Party can subject
this to change by the sole and discrete decision.
32. The Executor shall deliver to the First Party written daily report progress and status report in a
format approved by the First Party. The submission and acceptance of these reports shall not
in any way prejudice the rights of the First Party to make any claims against the Executor.
33. The Executor shall notify the First Party of any expected delay in the performance of this Service
Level Agreement . The Executor shall refer immediately to the First Party any matter likely to
impede the progress of the supply, delivery and commissioning of the work.
34. Nothing in this Service Level Agreement shall affect any persons ownership rights to
background information and background Intellectual Property Rights (IPR).
35. The Executor shall protect the details on work and all related and relevant materials being
downloaded, and shall not use or reproduce these works as there in any claim or in any
publications or in any web sites there upon.

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Language
All documents, descriptions diagrams, Inbound Customer care, instructions and communications
and correspondence shall be written in readily comprehensive English Language.
The personnel of the Executor and the subcontractor shall be proficient in both written and spoken
English for the purpose of providing instructions, offering advisory services, training and any other
submissions as required.

Confidentiality
Except with the consent in writing of the authorized signatory or signatories of the First Party, the
Executor shall not publish or disclose any information given in this document and the related
working materials to the any other person not authorized to receive this. Executor attention is
drawn to the official secret act, which relates to the safeguarding the official information and
confidentiality. Any such act of the Executor shall result in termination of Service Level Agreement
.
The Executor undertakes not to divulge or communicate to any person, firm or First Party any
confidential information however acquired which refers to the First Party, the system and the works
carried out under Service Level Agreement without first having obtained the written consent of the
First Partys authorized representative.
The Executor shall take all precautions in dealing with any information documents and papers
passed by the First Party to the Executor so as to prevent any unauthorized person(s) from having
access to such information, documents or papers.
Upon completion of this Service Level Agreement and successful completion of the work, the
Executor shall deliver up to the First Partys authorized representative all documents, papers
properly belonging to the First Party which soon be in possession or under the control of the
Executor, his employees, agents or subcontractors.
This clause will apply to the Confidential Information that: any party develops independently; is or
becomes publicly available without breach of agreement or other legal obligations; or is released
for disclosure with the written consent of the disclosing party. Termination of this Service Level
Agreement for whatever cause shall not put an end to the obligation of confidentiality imposed on
the Executor, its employees, agents and/or subcontractor under this clause. Any amount taken
against security or any recurring cost or against provided software / support, etc. will not be
refunded back.

Offers of gratuities:
The offer of an advantage or any other inducements by any persons with a view to influence the
award of this Service Level Agreement and for future Service Level Agreement s in any form will
result in rejection of this Service Level Agreement . Executors are strongly advised to refrain from
such practices as those are criminal offences and would render all parties involved liable to
prosecution under the Prevention of Corruption Act (Cap 241, 1985 Ed) and the Penal Code (Cap
224, 1985 Ed) respectively. Additionally, Executor will be debarred from further Service Level
Agreement with the First Party in future.

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Insurance procedures:
The Executor is requested to properly insure the premises of his own and the hardware etc. in any
event of damage/ failure, which could damage or delay or halt the work that shall be protected at
Executors cost.

Liability
1. The First Party shall not be liable for damage sustained by the Executor or his staff, board of
directors/partners in the performance of the Service Level Agreement.
2. The Executor shall be liable for any loss or damage caused by himself or his staff, board of
directors/partners directly or indirectly, in the performance of the Service Level Agreement .
The First Party shall not be liable for any act or fault on the part of the Executor during the
performance of the Service Level Agreement.
3. The Executor fully guarantees the First Party, and agrees to indemnify it, against any action,
claim or proceeding brought by a third party against it as a result of damage caused by the
Executor in the performance of the Service Level Agreement .
4. In the event of any action brought by a third party against the First Party in connection with the
performance of the Service Level Agreement, the Executor shall assist the First Party.
5. In the event of any action brought by a third party against the Executor in connection with the
performance of the Service Level Agreement, the First Party may assist the Executor upon
written request by letter. The incidental costs incurred by the First Party shall be borne by the
Executor.
6. The Executor shall take out the necessary insurance against risks and damage, notably in
respect of civil and professional liability, relating to the performance of the Service Level
Agreement. A copy of all insurance Service Level Agreement s shall be sent upon request to
the First Party.

Taxation
1. The Executor shall have sole responsibility for compliance with the tax laws, which apply to
him.
2. The Executor recognizes that the First Party will be responsible for all payments to be made
towards taxation etc as per laws that apply to the First Party. The Executor shall accordingly
complete the necessary formalities with the relevant authorities to ensure that the goods and
services required for performance of the Service Level Agreement are exempt from taxes and
dues.
3. The First Party will be deducting 2.25% of the total Payout value for a given TAT as TDS.

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Public release of information:

The Executor shall obtain in writing the prior approval and the consent of the First Party before the
release of any news item, article, publication, advertisement, prepared speech or any other
information or material, pertaining to or related to any part or whole of the Service Level
Agreement including but and limited to the works to be performed under the Service Level
Agreement , and software license and support and equipment maintenance associated with the
system. Such prior approval shall be sought in reasonable time.
Force
Neither party shall be liable for any failure to perform his obligations under the Service Level
Agreement if the failure results from events which are beyond the reasonable control of either
parties provided that whenever possible the effected party will inform about such obligations as
soon as the factor or event occasioning the failure ceases or abates, such acts shall include acts
of God, civil or military First Party, civil disturbance, wars, strikes, fires or other catastrophes.
If the effects of any of the said events continue for a period exceeding six months the First Party at
any point of time terminate the Service Level Agreement by giving notice to the Executor.
Termination
1. Termination by either party
Either signing party may terminate the Service Level Agreement at any time by giving a three
months notice.
2. Termination by the First Party
The First Party may terminate the Service Level Agreement without notice in the following
circumstances:
a. Where a change in the Executors legal, financial, technical or organizational situation
could have a significant effect on performance of the Service Level Agreement .
b. Where the project leader and his full team as well as the reception office are not effectively
in place within 3 months of the date of effect of the present Service Level Agreement .
c. Where the Executor has failed to fulfill any of his obligations under the Service Level
Agreement ;
d. Where the Executor or any person under his responsibility has been found guilty by the
competent bodies of serious professional misconduct.
e. Where the Executor is declared bankrupt, is wound up, has ceased trading, has been
wound up by court order or is in composition with his creditors entailing suspension of
business, is in receivership or is in any other comparable situation provided for by the laws
or regulations of his country.
f.

Where the Executor has made false, incomplete or incorrect statements or has failed to
provide information in attempting to obtain the Service Level Agreement or any benefit
resulting there from, or where this was the effect of his action.

g. In the event of fraud or serious financial irregularity.

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3. Termination procedures
a. The termination procedures shall be initiated by registered letter or formal Email with
acknowledgement of receipt.
b. Where prior notice is not required, termination shall take effect from the day; after the day
on which, the letter terminating the Service Level Agreement is received.
c. Where prior notice is required, termination shall take effect at the end of the period
specified, which shall start to run on the date on which the letter terminating the Service
Level Agreement is received.
4. Consequences of termination
On receipt of the letter terminating the Service Level Agreement or on dispatch of his cease
work as per instructions to be given or as laid herein in this Service Level Agreement .
5. Termination of this Service Level Agreement
This Service Level Agreement shall normally be terminated only by efflux of time on completion
of eleven months as mentioned here.
Provided that - This Service Level Agreement shall be liable to be terminated for
violation/breach/nonperformance/ non-fulfillment of all or any conditions, stipulations, clauses
mentioned herein and shall be terminated by serving a notice to the Executor in the prescribed
manner and conducting such inquiry, if at all, as may be considered necessary by the First
Party.
Not with standing anything to the contrary, this Service Level Agreement shall not be liable to
be renewed or be deemed to have renewed on termination of this Service Level Agreement for
any reason whatsoever, merely by reason of the presence of representatives/agents/attorneys/
employees of the Executor or any equipment etc in the premises being allowed by the First
Party for whatsoever reasons.
Provided that - no such application shall be deemed to confer any automatic renewal or right to
such renewal of this Service Level Agreement , and such application may be rejected or
accepted by the First Party for any reason whatsoever and at its sole discretion and shall be
without any prejudice to invite quotations/tenders from other parties and/or consider them for
acceptance.
If the Executor wishes to terminate this Service Level Agreement for any reason, then he has
to serve a notice in the manner prescribed.
Provided however that - The Executor shall be liable to continue to act under this Service Level
Agreement on termination thereof by any party and for any reason whatsoever, until and
unless the First Party would have made alternative arrangements to secure the performance of
the obligation under this Service Level Agreement irrespective of such termination.
The above work shall stand terminated if either party gives fifteen-days notice, before the
commencement of work, in writing with reasons for the termination thereof.
The First Party can also terminate the Service Level Agreement if the Executor is found to be
not abiding by the guidelines lay above and hereinafter and there is specific complaint against
the performance of the Executor, and regarding his continual failure to take remedial measures
and improvement of the system to the standards lay down above and hereinafter.

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Amendments
Any amendment to this Service Level Agreement shall be the subject of a written agreement
concluded by the authorized representatives of the signing parties. An oral agreement shall not be
binding on the signing parties. The Executors request(s) for amendment(s) will be considered only if
the First Party receives them in writing at the latest by one calendar month. Such amendments of the
terms of this Service Level Agreement shall be valid and can be attached to this Service Level
Agreement as separate schedules.

Correspondence
Any notice, request, waiver, consent or approval shall be in writing and shall be deemed to have been
duly given or made when it is delivered by hand or by prepaid registered post, facsimile, telegram or telex
to the Partys address specified in the Service Level Agreement document.
For the avoidance of doubt, any communication under the Service Level Agreement via electronic
mail shall be treated as verbal communication. The party issuing such communication with 7 days
from the date of the electronic mail, confirm the contents of such communication in writing and in
accordance with the clauses.
Applicable law and settlement of disputes
1. Any dispute between the parties resulting from the interpretation or application of this Service
Level Agreement, which has not been possible to settle amicably, shall be submitted to the
courts of USA.
2. The national substantive law of the competent court will govern this Service Level Agreement.
3. Each party acknowledges that the provisions and restrictions contained in this Service Level
Agreement are necessary to protect the continuing interests of the First Party and the
Executor, and that; any breach or violation thereof may cause considerable injury and damage
to the other party. Accordingly, each party hereby agrees that, in case of such breach entitled
to Karnataka Jurisdiction only.
4. This Service Level Agreement shall bind and insure to both of the parties, and their respective
successors, heirs and assigns.
5. This Service Level Agreement and the obligations of this hereunder shall be interpreted,
construed and enforced in accordance with the prevailing laws of the land of issue of this
Service Level Agreement, and any redresses can be sought and provided by the same.
6. If either party brings suit or arbitration on other to enforce the terms of this Service Level
Agreement, the prevailing party shall be entitled to reclaim reasonable costs, including
attorneys fees, from the other party as part of any judgment or verdict.
7. This Service Level Agreement shall not be assigned or transferred in part by the Executor or
the First Party without the other partys prior written consent and assignment without such
consent shall be void, if the Service Level Agreement s to any person acquiring all or
substantially all of its assets without obtaining such consent.

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Discrepancies
Further to be understood that the Executor shall fulfill all the required documents mentioned in this
Service Level Agreement s and shall send all the required documents with immediate effect upon
receiving this Service Level Agreement. Further it has to be noted that the authorized signatory of the
Executor shall duly sign the Service Level Agreement and under the First Party seal and the copy of
the same to be sent to the First Partys office, notice address.
All the documents are pertaining to the Service Level Agreement, wherever the signatures and the
details of the authorized signatories have to be properly notarized.
Further to be noted that this document shall be valid with the original signatures of both the First Party
and the Executor and all the pages should be duly initialed and placed with the common seal.

Other Items
Technical guidelines will be upgraded/updated at regular intervals, First Party have to intimate
Executor within 48 hours of the occurrence of the same. Executor has to provide a written
approval that they have received those revisions/up gradations.

IN WITNESS WHEREOF the parties hereto have executed these presents on the date
hereinbefore written:

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United Airlines. Inc

Acceptance & Signatures

James (Jim) Compton

Linda Jojo

Vice Chairman and Chief

Revenue Officer

Executive Vice President and

Chief Information Officer

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