UNITED STATES
SECURITIES AND EXCHANGE COMMISSION
Washington, DC 20549
 
FORM 8-K
CURRENT REPORT
Pursuant to Section 13 or 15(d) of the
Securities Exchange Act of 1934
 
December 15, 2015
Date of report (Date of earliest event reported)
 
SUPPORT.COM, INC.
(Exact Name of Registrant as Specified in Charter)
Delaware
(State or Other
Jurisdiction
of Incorporation)
000-30901
(Commission File No.)
94-3282005
(I.R.S. Employer Identification No.)
 
900 Chesapeake Dr., Second Floor, Redwood City, CA 94063
(Address of Principal Executive Offices) (Zip Code)
 
     
 
(650) 556-9440
(Registrant’s telephone number, including area code)
 
     
 
N/A
(Former Name or Former Address, if Changed Since Last Report)
 


Check the appropriate box below if the Form 8-K filing is intended to simultaneously satisfy the filing obligation of the registrant under any of the following provisions:

q  
Written communications pursuant to Rule 425 under the Securities Act (17 CFR 230.425)
q  
Soliciting material pursuant to Rule 14a-12 under the Exchange Act (17 CFR 240.14a-12)
q  
Pre-commencement communications pursuant to Rule 14d-2(b) under the Exchange Act (17 CFR 240.14d-2(b))
q  
Pre-commencement communications pursuant to Rule 13e-4(c) under the Exchange Act (17 CFR 240.13e-4(c))

 
 
 


Item 1.01.  Entry into a Material Definitive Agreement

Previously, Support.com, Inc. (the “ Company ”) and Comcast Cable Communications Management, LLC (“ Comcast ”) entered into a Master Services Agreement, Call Handling Services, effective October 1, 2013 (the “ Agreement ”).  The Agreement was filed as Exhibit 10.19 to Support.com’s Annual Report on Form 10-K for the year ended December 31, 2013.
 
On December 15, 2015, the Company received a fully executed copy of “Change Management Form #1 to the Agreement (“ CMF#1 ”), between the Company and Comcast, which clarifies the Company’s obligations with respect to customer service representative evaluations.
 
The foregoing description of CMF #1 is qualified in its entirety by reference to the actual document, which is attached as an exhibit hereto and is incorporated by reference herein.

Item 9.01. Financial Statements and Exhibits.

(d) Exhibits.

10.1 Change Management Form #1, between Comcast and Company, signed December 15, 2015.





 
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SIGNATURES

Pursuant to the requirements of the Securities Exchange Act of 1934, the Registrant has duly caused this report to be signed on its behalf by the undersigned hereunto duly authorized.

Date: December 16, 2015

 
SUPPORT.COM, INC.
 
       
 
By:
/s/ Michelle Johnson
 
 
Name:
Michelle Johnson
 
 
Title:
VP, General Counsel & Secretary
 
 
 
 
 
 


 
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EXHIBIT INDEX

Exhibit Number
 
Description
 
     
10.1
 
Change Management Form #1, between Comcast and Company, signed December 15, 2015.

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Exhibit 10.1
 

CHANGE MANAGEMENT FORM #1 to the Agreement
Comcast and Support.com

Statements of Work (“SOWs”):
Master Services Agreement, Call Handling Services (“Agreement”), dated October 1, 2013, between Support.com, Inc. (“Support.com”) and Comcast Cable Communications Management (“Comcast”)
PCR No.:
Originator:   Joy Park
Date: December 15, 2015
Department: NCO
Phone #: 215-286-3934
Title: Vice President
Locations Impacted: All facilities that provide support to Comcast under this Agreement
Requested Implementation Date: December 11, 2015
Estimated Hours: (LOE)
o   Billable         X Non-Billable
Billing Rate/Hour: N/A
Fixed Fee Cost (if applicable) N/A
Type of Change: Comcast and Support.com agree to modify the Agreement as set forth below.  Unless specifically provided in this Change Management Form (“CMF”), all other terms of the Agreement remain unchanged.
Scope of Change:
T Minor (Anything within current contract)
o Major (may require contract amendment)
MUST BE REVIEWED BY Business and/or P&L Owner

Area(s) of Change
    Accounting/Payroll
    Network
   Data Processing
    Resource Planning
   General Facilities
    Quality Assurance
   Human Resources
    Telecom
   IT/BI
    Training
   Operations
    Recruiting
X   Other:  Section 4.13 of the Agreement

Effective December 11, 2015, the parties, for good and valuable consideration, the receipt of which is hereby acknowledged, agree to modify the Agreement as follows:

1.  
Section 4.13 is deleted in its entirety and replaced with the following:
 
 
4.13             Vendor agrees to maintain dedicated quality assurance staff focused on monitoring the customer quality experience and ensuring Vendor is adhering to Comcast's Quality Support Guidelines.  As used herein, "Comcast Quality Support Guidelines" are a Comcast developed set of defined behaviors and performance criteria to which all CSRs are measured regarding their interaction with Comcast customers or prospective customers from a quality perspective.   Vendor’s quality assurance staff will perform four (4) evaluations per CSR per month.   Vendor’s quality assurance staff will assess CSR and team leader evaluations and identify calibration gaps.  If gaps are identified, the quality assurance staff will develop corrective action plans to eliminate the identified gap(s).  



Comcast Authorization
Comcast Representative’s Signature__ /s/ Joy Park ____________________________________________________


Print Name                           _____Joy Park______                                                                  Date____________12-15-15___________


Support.com Authorization
Support.com Representative’s Signature ___/s/ Roop K. Lakkaraju ________________________________________


Print Name                      ______Roop K. Lakkaraju_____                                                                           Date________12-15-15_________