Task: Question Answering
Input (English): EXHIBIT 10.16

DRAFT  (Americas) 1/12/00 (Rev 1)              SUPPORT AND MAINTENANCE AGREEMENT

     This Support and Maintenance Agreement (Agreement) is entered into and is effective as of the ____ day of _______________2000 (the Effective Date) by and between XACCT Technologies, Inc., a Delaware corporation (XACCT) with its principal place of business at 2900 Lakeside Drive, Suite 100, Santa Clara, California 95054 and ________________________________, a _______________corporation (Licensee) with its principal place of business at _________________________________.

This Agreement sets forth the terms and conditions under which XACCT will provide Product Maintenance (as defined below) and Support Services (as defined below) for the Product which is licensed by Licensee pursuant to XACCT's End User Software License Agreement (License Agreement). Except where superseded by this Agreement, all other terms and conditions of the License Agreement are incorporated by reference. Capitalized terms that are not defined in Section 1. below or elsewhere in this Agreement have the same meaning as in the License Agreement.

1.       DEFINITIONS

1.1      Designated Support Contact  means Licensee's employee who is          authorized to contact the XACCT           support center.

1.2      Incident means a single, discrete, malfunction or other problem which          may require more than one (1) response before it is closed.

1.3      Major Release means a version of the Product containing significant          changes in functionality which usually will be designated with a whole          number product version change such as 3.x to 4.x.

1.4      Minor Release means a version of the Product containing minor          improvements which usually will be designated with a one (1) decimal          version change such as 3.x to 3.x; also sometimes referred to as dot          releases.

1.5      Product Maintenance means the Product updates and revisions that are          available from XACCT and selected by Licensee, as further referenced          herein and the attachments hereto as may be amended from time to time.

1.6      Support Services means the software support services that are          available from XACCT and selected by Licensee, as further referenced          herein and the attachments hereto as may be amended from time to time.

2.       COVERAGE AND PAYMENT OF FEES

         Licensee may purchase the level of Product Maintenance and Support          Services set forth in Attachment 1 to this Agreement. XACCT will          provide the Product Maintenance and Support Services purchased by          Licensee subject to the terms and conditions of this Agreement and the          License Agreement. Fees shall be payable within thirty (30) days of          invoice which shall be exclusive of any applicable local, state,          federal, use, excise, value added, GST or other taxes imposed on the          fees payable for the Product Maintenance and Support Services which          shall be the responsibility of Licensee.

3.       SUPPORT SERVICES

3.1      XACCT will provide reasonable commercial efforts to provide the          appropriate solutions for reported Incidents. Initial response times          for reported Incidents are as set forth in Attachment 1.

3.2      In order for Licensee to receive the Support Services referenced above,          Licensee must:

         (a)      Appoint Designated Support Contact(s), trained and qualified,                   who will maintain the integrity of the&sbsp;Product and who will                   act as Licensee's liaison for all technical communications                   with XACCT. The number of Designated Support Contact(s) will                   be determined by the level of Support Services purchased by                   Licensee set forth in Attachment 1referenced in Section 2.                   Names of Designated Support Contact(s) must be provided to                   XACCT prior to initial contact with the XACCT support center.                   All technical communications by Licensee to XACCT shall only                   be made by the Designated Support Contact(s). All information                   and materials provided to Licensee by XACCT pursuant to this                   Agreement will be routed to the Designated Support Contact(s).                   Licensee may change the Designated Support Contact(s) upon                   written notice to XACCT;

         (b)      Promptly obtain training on the use of the Product for the                   Designated Support Contact(s), and any other employee                   substituting or replacing the Designated Support Contact(s);

         (c)      Subject to Licensee's applicable security requirements,                   provide XACCT with access to and use of all information and





                  system facilities including but not limited to a modem                   connection to Licensee's systems determined necessary by XACCT                   to provide timely Support Services pursuant to this Agreement;

         (d)      Follow operating instructions and procedures as specified in,                   but not limited to, XACCT's documentation and other                   correspondence related to the Product;

         (e)      Follow procedures and recommendations provided by the XACCT                   support center in an effort to correct problems; or

         (f)      Notify XACCT of a malfunction or other problem in accordance                   with XACCT's then current problem reporting procedures and as                   provided in Attachment 1. If XACCT determines that a problem                   reported by Licensee is not due to an error in the Product,                   XACCT will so notify Licensee. XACCT may in its sole                   discretion charge additional fees for time and materials for                   the resolution of problems that are not attributable to an                   error in the Product or which are excluded from XACCT's                   support obligations as set forth below.

3.5      XACCT shall have no obligation to support:

         (a)      altered, damaged or Licensee-modified Product, or any portion                   of the Product incorporated with or into other software other                   than as contemplated by XACCT's documentation or as otherwise                   expressly approved by XACCT in writing;

         (b)      any version of the Product other than the current version of                   the Product, the immediately previous version and the version                   preceding the immediately previous version; XACCT's obligation                   to support the version prior to the immediately previous                   version shall not extend beyond six (6) months after the                   release of the current Major Release of the Product;

         (c)      Product problems caused by Licensee's negligence, abuse or                   misapplication, use of Product other than as specified in the                   XACCT documentation, or other causes beyond the reasonable                   control of XACCT;

         (d)      Product installed on any hardware, operating system version or                   network environment that is not supported by XACCT; or

         (e)      Incidents if XACCT makes a good faith determination that the                   primary cause of the problem results from the failure or                   malfunction of any system, equipment, facilities or devices                   not furnished by XACCT.

3.6      Any obligation for Support for non-standard versions of the Product or          portions thereof developed for Licensee on a customized basis shall be          only as set forth in an amendment or other supplement to this          Agreement.

4.       PRODUCT MAINTENANCE

4.1      XACCT will use reasonable commercial efforts to provide maintenance          releases and Minor Releases to the then-current embodiment of the          Product that it provides to its customers generally. Maintenance          Releases and Minor Releases may also include one copy of revisions to          the documentation applicable to such maintenance releases and Minor          Releases.

4.2      From time to time XACCT in its sole discretion may develop and provide          Major Releases which will be made available to Licensee with or without          additional fees according to the level of Support Services purchased by          Licensee as set forth in Attachment 1 referenced in Section 2.

4.3      THE TERMS OF THE LICENSE AGREEMENT PERTAINING TO LIMITED WARRANTY,          DISCLAIMERS OF WARRANTY AND LIMITATION OF LIABILITY SHALL APPLY TO THE          MAJOR AND MINOR RELEASES OF PRODUCT DELIVERED ACCORDING TO THIS          AGREEMENT.

5.       TERM AND TERMINATION

5.1      The initial term of this Agreement is one (1) year from the date of          delivery of the Product to Licensee unless earlier terminated in          accordance with this Agreement. The Agreement will be automatically          renewed for additional one (1) year terms (subject to applicable fee          adjustments) unless thirty (30) days prior to the anniversary of the          Effective Date Licensee gives written notice to XACCT of its intention          not to renew.

5.2      XACCT may suspend or terminate Product Maintenance and Support Services          if Licensee fails to timely pay Product Maintenance and Support Service          fees as provided in this Agreement. XACCT may also terminate Support          Services if Licensee breaches any provision of this Agreement or the          License Agreement and such breach is not remedied within thirty (30)          days after Licensee receives written notice of the breach. XACCT shall          also have the right not to renew this Agreement with respect to any          Product by providing written notice of such election at least sixty          (60) days prior to the termination of Support Services for such          Product, provided that XACCT no longer generally provides Support          Services for such Product, or no longer provides the specific Support





         Services previously offered.

5.3      Product Maintenance and Support Services shall automatically terminate          upon termination of the License Agreement.

6.       REINSTATEMENT OR RENEWAL OF PRODUCT MAINTENANCE AND SUPPORT SERVICES

         In the event Product Maintenance and Support Services are terminated by          Licensee by notice of non-renewal, Product Maintenance and Support          Services shall be discontinued at the end of the then current term. If          Product Maintenance and Support Services are terminated for any reason,          at XACCT's sole option, Licensee may reinstate or renew Product          Maintenance and Support Services by paying XACCT all applicable Product          Maintenance and Support Services and reinstatement fees.

7.       LIMITATION OF LIABILITY

7.1      Direct Damages. XACCT'S SOLE LIABILITY AND LICENSEE'S EXCLUSIVE REMEDY          FOR DAMAGES WITH RESPECT TO THE SUPPORT SERVICES UNDER ANY CONTRACT,          TORT (INCLUDING NEGLIGENCE), STRICT LIABILITY OR OTHER THEORY, SHALL BE          LIMITED TO THE AMOUNT PAID BY LICENSEE FOR THE SUPPORT SERVICES FOR THE          PRIOR 12 MONTHS. XACCT'S SOLE LIABILITY AND LICENSEE'S EXCLUSIVE REMEDY          FOR DAMAGES WITH RESPECT TO PRODUCT MAINTENANCE SHALL BE AS SET FORTH          IN THE LICENSE AGREEMENT.

7.2      Consequential Damages. UNDER NO CIRCUMSTANCES, INCLUDING NEGLIGENCE,          SHALL XACCT BE LIABLE FOR ANY SPECIAL, INCIDENTAL OR CONSEQUENTIAL          DAMAGES INCLUDING, WITHOUT LIMITATION, DAMAGES FOR LOST PROFITS, LOSS          OF DATA, OR COSTS OF PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES,          ARISING IN ANY WAY OUT OF THIS AGREEMENT OR THE USE OF THE PRODUCT AND          DOCUMENTATION EVEN IF XACCT HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH          DAMAGES OR LOSSES.

8.       GENERAL

         This Agreement, the attachments and the License Agreement constitute          the entire agreement between the parties regarding Product Maintenance          and Support Services and supersede all previous agreements or

         representations, oral or written, regarding the subject matter. This          Agreement may not be modified or amended except in a writing signed by          a duly authorized representative of each party. Both parties          acknowledge having read the terms and conditions set forth in this          Agreement and attachments hereto, understand all terms and conditions,          and agree to be bound thereby. The laws of the State of California          shall govern all issues arising under or relating to this Agreement,          without giving effect to the conflict of laws principles thereof. All          disputes arising under or relating to this Agreement shall be resolved          exclusively in the appropriate state court in Santa Clara County,          California or in the federal court in the Northern District of          California, and it is explicitly agreed that no other court shall have          such jurisdiction. This Agreement shall not be governed by the United          Nations Convention on Contracts for the International Sale of Goods

IN WITNESS  WHEREOF,  the parties  have caused this  Agreement to be executed by their duly authorized representatives:

LICENSEE                                  XACCT TECHNOLOGIES, INC.

By:                                       By:    ---------------------------------         -----------------------------------

Name:                                     Name:      -------------------------------           ---------------------------------

Title:                                    Title:       ------------------------------            --------------------------------

Date:                                     Date:      -------------------------------           --------------------------------- 
Question: Highlight the parts (if any) of this contract related to Cap On Liability that should be reviewed by a lawyer. Details: Does the contract include a cap on liability upon the breach of a party’s obligation? This includes time limitation for the counterparty to bring claims or maximum amount for recovery.
Output (English): 11169