Three Partner Program Agreement

This Partner Agreement ("Agreement") outlines the terms and conditions under which the Partner will provide call center and customer support services on behalf of Three. This Agreement is binding and must be adhered to by the Partner at all times.

1. Purpose of the Agreement

The purpose of this Agreement is to establish a formal partnership between Three and the Partner to provide customer support, account management, troubleshooting, and sales services for Three products and services, including but not limited to mobile services, internet, home phone, and TV.

2. Scope of Services

• Customer Support: Assisting customers with general inquiries, billing issues, technical support, account management, and service upgrades or downgrades.
• Sales Support: Providing information about Three products and services and assisting customers with new sign-ups, service changes, and promotions.
• Technical Troubleshooting: Offering basic troubleshooting support for Three products and services, including mobile devices, home internet, and TV services.

The Partner agrees to follow Three’s quality standards and ensure that customers receive consistent, professional, and high-quality support.

3. Three Branding and Marketing Guidelines

• Brand Usage: The Three name and logo must be used only in the context of providing services to customers and cannot be used in a way that implies ownership or control by the Partner.
• Advertising and Promotions: The Partner has the right to use the Three name for advertising, promotional materials, or campaigns that use the Three name, logo, or trademarks.
• Compliance: All advertisements and marketing materials must comply with Three’s advertising policies, including truthfulness, claims, and brand integrity.

4. Compliance with Legal and Regulatory Requirements

• Privacy and Confidentiality: The Partner agrees to safeguard all customer data in compliance with Three’s privacy policy, UK GDPR, and international data protection laws where applicable.
• Compliance with Industry Standards: The Partner agrees to comply with Ofcom guidelines and UK Consumer Protection Laws.
• Telemarketing and Call Center Practices: The Partner must ensure compliance with telemarketing regulations, including do-not-call lists, calling hours, and customer opt-in/opt-out preferences.

5. Performance Standards and Monitoring

• Customer Satisfaction: The Partner must meet customer satisfaction goals set by Three, with regular surveys and monitoring systems.
• Call Handling: Calls must be handled professionally, efficiently, and according to Three’s guidelines. Metrics such as AHT, FCR, and CSAT will be tracked.
• Training and Certification: The Partner’s staff must complete mandatory Three training programs and certifications.
• Quality Assurance: Three will perform regular audits of the Partner’s call center operations.

6. Compensation and Payment Terms

• Payment Frequency: Payments will be made monthly.
• Incentives: Performance bonuses may be awarded based on sales, satisfaction, and quality adherence.

7. Termination of Agreement

• Breach of Agreement: Either party may terminate with 30 days’ written notice if terms are breached.
• Non-Compliance: Three may immediately terminate if the Partner fails to meet compliance obligations.
• Business Continuity: If the Partner’s operations cease or change significantly, Three may terminate with 30 days’ notice.

8. Confidentiality and Non-Disclosure

Both parties agree to maintain confidentiality of all sensitive information related to this Agreement, including customer data, pricing, internal processes, and business strategies.

9. Dispute Resolution

Any disputes will first be subject to good faith negotiations. If unresolved, disputes will be submitted to binding arbitration under UK arbitration laws.

10. Miscellaneous

• Entire Agreement: This Agreement supersedes prior communications and agreements.
• Amendments: Any amendments must be in writing and signed by both parties.