exhibit 10. 11 statement of work – dell home sales this schedule is subject to the terms and conditions of the master services agreement ( the “ agreement ” ) between exl services inc. ( “ provider ” ), and dell products l. p. ( “ dell ” ). the sow is effective as of 8 / 2 / 2003 and is specific to e - mail technical support. 1 ) definitions : a ) email : a customer communications in the form of written text, available via dell ’ s web - based email management system. b ) post : a single incident of an email response sent to a customer for technical support or customer service for any supported product. c ) customer : a customer contacting dell via email for technical support or customer service. d ) customer support representative ( csr ) : a provider employee that performs the services from the technical support queue or customer service queue. e ) fte ( full time equivalent ) : person who works an 8 - hour shift with 85 % applied time. f ) handle time : the total time spent on an email including consultation, csr hold time, and wrap up of email. queue time is not included. g ) average cycle time : the average time an email spends in queue before a reply is sent to the customer. h ) expected number of emails : the expected number of emails dell will have available for provider during any period. this number will be provided by dell on a monthly basis as outlined in section 3 below. i ) supported products : dell products for which provider has been trained to provide support on dell ’ s behalf. j ) months : dell ’ s fiscal months will be used for all calculations and invoicing in this contract. k ) [ * ] l ) [ * ] m ) dispatch : calls or emails handled by provider resulting in part ( s ) and / or field service technician being sent to the customer. n ) [ * ] o ) in writing / written form : all references in this document to material needed “ in writing ” or in “ written form ” can be delivered as either a hard copy or in electronic format. ” p ) dps : dell product support, the proprietary interface for dell product service and support q ) kmr report : productivity and effectiveness report generated from dell databases and shared with provider for management of process. r ) cem and kana : dell ’ s e - mail web - based infrastructure s ) reassign report : productivity and effectiveness report generated from