Available functions and pricing

Specifications

Skill set

• BabbleGlass warrants that the supplied staff member will have all skills necessary to execute the general level of tasks for the position purchased.
• BabbleGlass uses the current position names and definitions generated by the US department of Labor, Bureau of Labor Statistics, as our standard definition for all position requirements (www.BLS.gov).

Equipment provisioning

• Items that vary by position
• BabbleGlass will supply a computer generally matching the standard platform defined later in these specifications. Customers may also choose to upgrade to an advanced platform computer for an additional charge.
• Removable media is not permitted on any workstation.
• BabbleGlass will supply position-specific software matching the standard options included with the position description. In the case of specialized software not supported by the position description, we generally require the customer to supply a copy of the software with licensing information for compliance purposes.
• Standard items included with all positions
• Hardware
• Headset
• Webcam with customer web access
  
• Software
• Microsoft Office Professional (or an equivalent package for other operating systems)
• Microsoft Windows XP Professional (or equivalent for other operating systems)
• Instant messaging software (customer preference)
• Remote video conferencing and screen sharing tools
  
• Telephone service
• VoIP telephone service
• Unlimited US local outbound calling at no charge
• Unlimited inbound customer calling to staff at no charge
• Unlimited US long distance outbound calling at no charge
• International outbound calling available at carrier rate (plus a 10% administration fee)
  
• Data communications
• 24/7 network connectivity on redundant data lines
• One email address per supplied staff member
• One Microsoft Exchange server license per supplied staff member
• Web-based SMS services to and from local computer
  
• Storage
• Dedicated network storage on secure, redundant systems accessible to both staff and customer
  (20 GB max.)

Working hours

• Eight hours per day, up to 6 days per week, aligned with customer schedule.
• Forty hour general work week; 160 hour general working month.
• Saturdays are generally reserved for backlogs, work against deadlines, etc. In absence of direction to the contrary, employees do not report.
• NOTE: BabbleGlass generally operates on 40 hour work weeks. However, 8 additional working hours are available on Saturdays at no additional charge. Supervisory and other support may be limited. We recommend that this additional time be used only when needed for critical, time-sensitive projects.
• Overtime charged at 1X hourly rate (calculated on 160 hours per month).

Overtime and undertime

• Staff time is reported after the end of each calendar month.
• Overtime is worked following customer direction or approval only.
• Overtime is billed as straight time over 8 hours per day and over 48 hours per week (monthly rate prorated).
• Overtime is billed as time and a half on standard rest days and BabbleGlass standard holidays (monthly rate prorated).
• Monthly work hours below 160 hours per month (excluding approved vacation and sick leave within the customer’s accrual limit) will be deducted from future billing on a prorated basis.

BabbleGlass standard paid holidays (staff)

• Notes
• BabbleGlass supports 10 regular working week paid holiday days per year for all staff.
• These paid holiday days are included in standard monthly invoicing (non-deductable).
• If a staff member is requested to and agrees to work on a paid holiday, standard overtime rates apply.
• For the purpose of overtime billing, the Saturday immediately following Good Friday is considered a holiday and is billable at 1.5X standard rate.
• January 1
• July 4
• Labor Day
• Good Friday
• Memorial Day
• Thanksgiving Day
• November 1
• December 24
• December 25
• December 31

Vacation and sick leave

• 15 vacation and sick leave days annually.
• Vacations must be requested of customer 15 days in advance.
• Customer liability limited to 1.5 days accrual per month of service.  

HR policies

• BabbleGlass provisioned staff are subject to BabbleGlass HR policies and work rules only.
• Staff may not receive gifts except as approved by BabbleGlass.
• Staff may not request or accept additional direct compensation from customers.

Replacement policy

• Based entirely on customer preferences, BabbleGlass will replace any staff member on request.
• Current staff assignment may be suspended immediately as of the end of the current business day, or may be extended until a replacement is supplied, based on customer preference.
• Unused time while no staff are assigned will be deducted from future billing on a prorated basis.

Direct recruitment policy

• Direct recruitment of BabbleGlass supplied staff without BabbleGlass involvement is a violation of both staff and customer contracts.
• BabbleGlass will support the direct recruitment of BabbleGlass supplied staff for a flat rate of $5,000 plus costs, with continued staff deployment and billing through the transition period.

Billing policies

• Customers are charged at the beginning of each month worked for supplied staff.
• Credits owed due to undertime service delivery are credited against future invoicing.
• Depending on where customers are located, BabbleGlass reserves the right to collect state and local sales tax.
• Payment accepted by credit card, direct debit or wire transfer. Invoice and check based payment available under slightly different terms.

Cancellation policy

• Customers may cancel the service at any time with 30 days written notice

Security

• Physical security
• 24/7/365 human security at all facilities
• Restricted facility access
• Staff entry and exit tracking
• No information in or out policy (documents and digital media capable devices)
• No personal device policy
• Electronic security
• No removable media, active device ports, or unassigned points of network access
• Active firewall maintenance with intrusion detection
• Active virus protection
• Fraud detection
• Automated systems
• Automatic capture and recording of all PC and internet activity
• Automatic capture and archiving of all email communications
• Random recording of telephone communications
• Automated tracking of all file creation, change, copy and similar activities
• Human systems
• Centralized security function
• Continuous review of all recorded communications and internet activity
• Random call barging
• Remote video monitoring of all facilities

Supervision and support

• Cross-training and cross support
• All deployed staff assigned to teams of similar skills
• Customer accessible items
• Full-time deployed staff supervisor, small team size
• Full-time unit manager
• Dedicated customer satisfaction representative
• Dedicated technical support associate
• Dedicated supervision
• Dedicated, customer-specific supervisors are assigned to customers free of charge when a customer utilizes seven or more deployed staff on a single dedicated team.
• Deployment phase customer service
• Support from a dedicated customer deployment specialist
• Connection preparation from a dedicated technical specialist

Included physical infrastructure and support

• Staff deployment in a secure facility
• Staff-friendly work environment
• Provisioning of space, power, furniture and standard supplies

Included HR support

• Recruitment
• Standardized computer-based and human testing
• General skills assessment
• Position-specific skills certification
• Multi-level interview processes
• Internal BabbleGlass training
• Standard benefits package
• Payroll administration
• Performance administration
• All other human resources responsibilities

Customer HR responsibilities

• Direct task-specific staff training, task assignment and general management oversight only.
• NOTE: Direct bonus payments, tips, gifts or other non-BabbleGlass compensation is not permitted.

Computing equipment specifications

• Standard platform
• Intel Core Duo processor 1.8 GHz or equivalent
• 2 GB DRAM
• 80 GB hard disk drive or larger
• No removable media drives or open ports
• 17” flat panel monitor
• Motherboard-based video processing
• Advanced platform | $49
• Intel Core Duo processor 2 GHz or equivalent
• 4 GB DRAM
• 160GB hard disk drive
• No removable media drives or open ports
• 20 inch flat panel monitor
• Advanced video processor card
• Macintosh-based platform (graphics applications only) | $49
• Intel Core Duo processor 2 GHz or equivalent
• 4 GB DRAM
• Advanced video processing
• 20 inch monitor
• Removable media drives and ports disabled

Prices effective as of January 1, 2008. All prices are quotes in US dollars. Currently effective exchange rates may be used to convert these prices into other currencies. Specifications and other details listed in this document are subject to change without notice.