Service Agreement No.

1 effective 11th May, 2019

This Service Agreement No.1 ("Work Order") is entered into and made a part of the Master Services Agreement Commented [HS1]: MSA review pending
between (XYZ), having its office at ------- and (“Service Provider”) with an effective date of 11th May 2019 for the
Commented [HS2]: To be updated
Services described below. All capitalized terms not defined in this Work Order have the respective meanings set
forth in the Agreement. To the extent that the terms of this Work order conflict any of the terms of the Agreement,
and the work order explicitly states that it intends to modify the conflicting terms, this Work Order supersedes the
terms of this Agreement.

1. Description of Services ("Services"):

1.1 The Service Provider wishes to provide and XYZ wishes to avail from the Service Provider, Services related
to the pickup and delivery of packages management at various customer locations, and the pickup of
packages that are being returned by customers from various customer locations, in the city of Chandigarh Commented [HS3]: To be updated
and the adjoining areas, on behalf of XYZ and/ or its Affiliates.

1.2 For providing Services, the Service Provider shall follow the scope of work and operating plan as updated /
briefed by XYZ to the Service Provider from time to time as per the reasonable business requirements of
XYZ.

1.2a The Service Provider will insure a space as per the business requirements of XYZ along with adequate
manpower one or if needed two supervisors during peak period along with proper IT infrastructure as per
the requirements of running the business smoothly.

1.3 Services shall also include collection and deposit of money on behalf of XYZ by the Service Provider and
providing the required deposit details along with relevant receipts/ documents/ papers to XYZ. This will be
updated / briefed by XYZ to the Service Provider from time to time as per the business requirements of XYZ.

1.3a The SP is required to update the delivery information in MCOMP in the mobile device provided.

1.4 The Service Provider agrees to comply with the procedures of the IT Security Policy at all times, as annexed
hereto as Schedule 1.

1.5 The pin codes coverage and routing details, where the Services are to be provided by the Service Provider,
is annexed hereto as Schedule 2.

1.6 The standards, Service levels and metrics measurement has to be followed by the Service Provider as per
details given in operating process by XYZ, from time to time.

1.7 Any change to the Service Provider's scope of work must be authorized in writing by both Parties, and in
the case of XYZ, is binding only if signed by, Director/ person authorized by XYZ and the Service Provider.

1.8 The Service Provider agrees to pay a Refundable Security Deposit of Rs.3,50,000(Rupees Three Lakh and
Fifty Thousand only), such Security deposit shall be fully earned by XYZ upon execution of this Agreement
by Service Provider. The service Provider in addition to the refundable security deposit agrees to pay
Rs.50000/- + GST as Franchisee Fee to XYZ
1.9 The Security Deposit is refundable at the end of the Validity Period unless renewed for another term of
three years mutually decided by XYZ and the SERVICE PROVIDER, with a lock-in period of one year. If in any
case, after the lock-in period either party wants to terminate the contract shall do so with a notice period
of one month.

2. Locations where Services will be provided:

3. Work Order Start Date:
4. Work Order Validity Up to:
5. Service Provider fees / Payment Terms:

5.1 The Service Provider will raise a charge to XYZ as per the commercials given below:

Service Partner will charge to XYZ on number of shipments procured @ Rs3.50/- (Rupees Three and Fifty
Paisa only) per shipment. XYZ confirms a minimum billing payment of Rs42,000/- (Rupees Forty Two
Thousand only) per month commencing from the first day of third month upon the execution of the work
order.
("Fees").

XYZ will deliver the shipments to the Service Provider's office. In case the Service Provider picks up
the shipment from XYZ premises, then line haul charges will be applicable, as mutually agreed in writing by
the Parties.

5.2 The Service Partner shall provide certain additional Services as may be required by XYZ for its operations
from time to time, as provided below. The Service Provider shall raise claims for reimbursement of any
additional (subject to prior XYZ approval in each case) expenses for such additional Services after providing
actual receipts of such expenses to XYZ, which may include the following: -

a. Additional stationery;
b. Additional infrastructure requirement, as may be applicable subject to prior XYZ approval; and
c. Any other Services required by XYZ for its operations.

5.3 XYZ shall not be charged for any fees other than the Fees listed above unless approved explicitly and in
advance by XYZ management and agreed by both the Parties by issuing an addendum to this Work Order.

5.4 On any loss of shipment or equipment provided by XYZ , the Service Provider shall report as soon as possible
to XYZ’s manager as given in the escalation matrix. XYZ and Service Provider shall together investigate on
the incident in relation to the reason for loss of shipment. If on investigation, XYZit has been found that the
loss suffered by it is due to the negligence of the Service Provider, Service Provider shall as soon as possible
on such finding, reimburse the amount equivalent to the shipment / equipment cost as per book value to
XYZ, along with such interest XYZrate 12%-18% depending upon then current market rate. The payment has
to be made through cheque / credit note in favor of XYZ.

5.5 The Service Provider has to remit the total COD collection amount to bank as per reconciliation on COMP
(Carrier operation management platform). In case of any discrepancy between actual collection and total
 amount as per COMP, the Service Provider shall reconcile, remit the difference amount and update the
same as soon as possible, subject to section 5.4 of this work order.

5.6 Invoicing and payments: XYZ will require the Service Provider to raise separate physical and electronic
invoices for the Services rendered. The Service Provider will send physical signed copy of the invoices and
separate electronic invoices in mutually agreed format to XYZ. (Refer Schedule 3 of this Work Order).

5.8 The Service Provider will bill XYZ on a Fortnightly basis / Monthly basis as mutually decided by the Parties
from time to time in writing. In case XYZ is billed fortnightly, the packages assigned as per COMP between
1st and 15th of a month will be billed to XYZ within 5 days from the end of 15th day of the month. Further,
the packages delivered between 15th and 30/31st of a month will be billed to XYZ within 5 days from the end
of 30th/31st day of the month. In case ATSPL is billed on a monthly basis, the packages assigned as per COMP
for the said month will be billed on 5th of the preceding month.

5.9 XYZ will pay the Service Provider the undisputed portion of any validly submitted invoice within 10 days of
the receipt of invoice.

This Work Order is entered into as of the Start Date set forth above.

XYZ: Service Provider:

XYZ. vg[Legal Name of contracting Entity]

[Legal Name of contracting Entity]

By: By:
Name: _______________________ Name: _______
Title: _______ Title: ________________
Signed Date:_________________________________ Signed Date:_________________________________
 Schedule 1

IT Security Policy for the Service Provider

1. Data Classification Policy, Document Record & Retention Policy and Data Backup policy

All the data shared with the Service Partners are confidential.

● Service Partner is strictly prohibited from sharing information regarding XYZ, its customers, third party
sellers to any other third party.
● Queries from media or other agencies are to be routed to the Service Partner Manager.

List of documents to be maintained at the Service Partner station:

SLN Document name Activity involved

1. The sheets will be arranged in a file on the basis of date; in descending

1 Departure Sheets
order of the date.

2. The departure sheets corresponding to a month will be stored in a

polythene bag which will be sealed and labeled at the month end

1. The sheets will be arranged in a file on the basis of date; in descending

2 Return to FC Manifest
order of the date.

3 Pay in slip
4 HCIN slip
The slips will be maintained in a file and segregated on the basis of week (1st
Fake Note week, 2nd week, 3rd week and 4th week of a month).
5
Acknowledgement Slip
6 Transfer Challan Sheets

The register has to be marked in the following manner:

Associate Cash Handover

7
Register ‘Associate Cash Handover Register’
<STATION CODE – NO.>
(e.g.: PNYD-0001)
The register has to be marked in the following manner:
8 Equipment Log Register
‘Equipment Log Register’
<STATION CODE – NO.>
(e.g.: PNYD-0001)

The register has to be marked in the following manner:

Associate Leave Building
9
checklist ‘Associate Leave Building Checklist’
<STATION CODE – NO.>
Process to be followed at the Service Partner station for safe storage of documents:

a. Service partner to store these documents in their respective files in the station.
b. The station document tracker has to be updated on a monthly basis by the Service Partner Director.
c. Document tracker has to be sent across to Service Partner Manager on a monthly basis as per format (Refer
for the Schedule I - Station document tracker).
d. The documents will be sealed in a polythene bag and labeled every month/post audit (Refer Schedule II -
Seal label)
e. These documents will be audited by XYZan XYZ employee every month/quarter during their scheduled visit.
f. The documents will be packed and stored in a sealed packet by the XYZ employee at the station after every
audit.
g. Every month/quarter after audit these sealed packets will be moved to MAAD.

Guidelines for Handover and Retrieval

a. Documents that have been handed over to audit team have to be recorded by sending an email to the
Service partner manager.
b. The document handing over form has to be duly filled in by the Service Partner Director, while
sending/handing over the documents to MAAD (Refer Schedule III).
c. If any document required at future date an email has to be sent to the Service Partner Manager:
● Stating the reason for requirement.
● Whether soft copy or hard copy is required.

2. Computing Devices / Equipment Policy

List of devices at the Service Partner station to be provided by Service Provider is as per the list attached.

Process to be followed at the station:

a. All the devices are stored in the station at their designated location.
b. Daily check of the devices to be done by the Service partner TL / Station Manager personnel at the Service
Partner station
c. MPOS devices are to be returned to the station at the end of the day by the DA
d. Devices are to be strictly used for XYZ operations only
e. Devices are to be used by the authorized personnel only
f. Copying the data from the device and storage of data on the device is strictly prohibited
g. Downloading of any software or applications on the devices is strictly prohibited
h. In case of any issue with the working of the device, Service Partner manager is to be contacted who will get
the issue resolved by their IT team
i. Any local repair, change in hardware by the SP is strictly prohibited
j. Under no circumstances, any personnel is authorized to engage in any activity that is illegal under applicable
local, state or international law while using XYZ managed resources
k. These devices will be monitored by the XYZ IT team and surprise/periodical audits will be conducted by the
team
3. Security Logging Policy
a. XYZ use provided devices are to be used only for XYZ operations
b. Only authorized persons (Service partner manager and team leader) are allowed to access the
application /devices for the following operations:

Package Operations

i. Update Status
ii. COD Debrief
iii. Search (without Download option – Only View access)
iv. Customer Request
v. Inject Package
vi. Summary
vii. Manage Schedule
viii. Settlement

Package Scan

i. Receive
ii. Assign
iii. Depart
iv. Back to Station
v. Depart for FC
vi. Depart for Transfer

Resource Management: Employee

c. IMEI numbers for the mobile devices will be pre-configured in COMP by trainer before launch of
MCOMP and any changes to it by the Service partner is strictly prohibited.
d. Any update for the COMP will be done by the XYZ personnel and Service partner is strictly prohibited
from doing the same.
e. All requests of extra requirements for the systems and devices and access to the devices is to be routed
to the SPP manager
f. The devices will be password protected, password will be kept confidential
g. XYZ IT team will periodically change the passwords for these devices to ensure better security of the
data

4. Email Policy
a. All email communications regarding the SP program are allowed only through dedicated computers via the
nameofservicepartner@XYZ.com provided to the service partner
b. None of these mails are to be routed to any of the third party without prior approval from XYZ Service
partner manager.
c. No mails are to be forwarded to any personal mail id
d. IT team will conduct surprise audits to keep a check on this

Unacceptable e-mail and communication activities:

Prohibited email and communication activities include, but are not limited, to the following.

1. Intentionally sending unsolicited e-mail messages, including the sending of “junk mail” or other advertising
material to individuals who did not specifically request such material (email spam).
2. Any form of harassment via email, telephone, or paging, whether through language, frequency, or size of
messages.
3. Unauthorized use or forging of email header or source information, including misrepresenting the sender
or recipient of an email message, unless this activity is part of the employee’s responsibility. Use of Bcc is
permitted as long as the intent is not to mislead any of the message recipients.
4. Solicitation of email for any email address, other than that of the poster’s account, with the intent to harass
or to collect replies.
5. Use if the email system for personal or financial gain, including creating, or forwarding, “chain letters” and
“Ponzi” or other “pyramid” schemes of any type.
6. Use of unsolicited email originating from within XYZ networks unless part of the employee’s responsibility.
7. Use of the email system to promote personal or religious causes.

5. Incident Response Policy

a. Any data shared with an unauthorized person is an incident
b. Any such incident needs to be reported within 4 hours to the Service partner manager.
c. A tracker for all such events will be maintained by the service partner.
d. Any safety incident will be immediately reported to Service partner manager and RSSM. Tracker has to be
maintained for the same.

6. XYZ Vendor security Policy

a. IT will Install and maintain a working network firewall to protect data accessible via the internet
b. IT will regularly update anti-virus software
c. Security audits will be conducted by the XYZ security/IT audit team initial 3 months on monthly basis and
thereafter every 2 months
7. Isolated Wi-Fi policy
System will be Wi-Fi disabled and usage of LAN NETWORK is only permitted unless special permission is
sought in the beginning from XYZ in writing.
 Schedule 2

Format of Invoices

STATION DOCUMENT TRACKER – JAN 2019

TEAM LEAD -
SL.NO DATE DOCUMENT TYPE QTY (no.) DATE OF DISPATCH
INCHARGE
 DOCUMENTS HANDED OVER

SR DOCUMENTS FILE NO. QTY REMARKS

NO.

Handed over by Taken over by Approved by

Name: Name: Name:

Sign: Sign: Sign:

CODE:

DATE:
 ANNEXURE- D

Format of Invoices

Name of the Firm:

Address:
Phone:

TO:
XYZ Invoice Number :
Invoice period :
Bestech Business Tower Date :
4th Floor Unit No 412
Mohali PAN No :
Service Tax No :
Vendor code :

Description Amount
Service Charges for providing Management services

Other charges:
Taxes details:
Total Amount
Amount in words:
For
Proprietor/Director