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                                                                   Exhibit 10.22

                          SALE AND LICENSE AGREEMENT

     THIS SALE AND LICENSE AGREEMENT (the "Agreement") is made as of March 20,
2000 (the "Effective Date") by and between NoWonder, Inc., a Delaware
corporation with its principal place of business at 1309 S. Mary Avenue,
Sunnyvale, CA 94087 ("Company"), and Support.com, Inc., a Delaware corporation
with its principal place of business at 575 Broadway, Redwood City, CA 94063 and
its affiliates ("Support.com").

                                   RECITALS

     WHEREAS, Company owns certain client and server support software known as
Talkback;

     WHEREAS, Support.com wishes to receive a license to the source code to the
Talkback software pursuant to the terms of this Agreement and Company wishes to
provide such license; and

     WHEREAS, Company wishes to provide Support.com certain rights if
Support.com exercises the option granted by Company pursuant to this Agreement
and Support.com wishes to provide certain rights back to Company in such event.

     NOW THEREFORE, in consideration of the mutual promises set forth below, the
sufficiency of which is hereby acknowledged, the parties agree as follows:

                                   AGREEMENT

     1.   Definitions.
          -----------

          1.1  "Delivery Date" means the date Company delivers the Trio Source
Code to Support.com.

          1.2  "Employee" means an employee or independent contractor performing
services for or on behalf of Support.com, or Company, as applicable.

          1.3  "Intellectual Property Rights" means, to the extent owned or
controlled by the granting or transferring party in any country, all relevant
(i) copyright rights (including copyright applications), (ii) mask work rights,
(iii) rights to exploit trade secrets and other non-public or confidential
information, (iv) patent rights (including patent applications, disclosures,
renewals, divisions, continuations, extensions or continuations in part, and
patentable inventions), (v) moral rights, (vi) trademarks, (vii) know-how and
(viii) any other similar rights or intangible assets recognized under any laws
or international conventions, in any country or jurisdiction in the world,
including but not limited to those patent, copyright and trademark registrations
and pending applications listed on Exhibit D.

          1.4  "Licensed Object Code" shall have the meaning stated in Section
3.3.2.

          1.5  "Licensed Source Code" shall have the meaning stated in Section
3.3.1.
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          1.6   "Limited Functionality Version of Trio" means the Licensed
Object Code with functionality limited to capabilities described in Exhibit E.

          1.7   "New Version" means a new release of Trio which contains new
features and/or additional functionality that Company makes generally available
to its customers or which Company uses on the Company Support Website, and which
is identified by a change in the version number to the left of the decimal
point. New Versions do not include Company Integrated Products.

          1.8   "Non-Web-Based" shall have the meaning stated in Section 3.4.

          1.9   "Company Integrated Products" means computer code independently
developed by Company without use of or reference to Confidential Information
(other than the Trio Code) which integrates with the Trio Code but does not
incorporate Trio Code or proprietary portions thereof.

          1.10  "Company Support Website" means the website operated by Company
identified by the Company domain name or any successor web site, including all
sub-sites containing the same branding, look, feel, and functionality, for
providing a marketplace for support technicians to offer and provide computer
users with technical support services, all affiliated sites, and all co-branded
sites.

          1.11  "Object Code" means software in machine readable format.

          1.12  "Option Period" shall have the meaning stated in Section 3.1.

          1.13  "Option to Purchase" shall have the meaning stated in Section
3.1.

          1.14  "Source Code" means software in human-readable format and
accompanying documentation.

          1.15  "Trio" means the complete Talkback client and server software,
in source code form, including any related technical specification documentation
provided by Company, and any necessary build scripts and internal development
tools required to create derivative works including those components as more
particularly described on Exhibit B ("Trio Components"). For the avoidance of
                          ---------
doubt, Trio shall also include all previous versions of what is currently known
as Talkback. Trio Code does not include any software belonging to Chartworks.

          1.16  "Trio Code" shall mean all Source Code, Object Code, Technology
and Intellectual Property Rights for Trio including: (i) as currently released,
(ii) all previously released versions prior to the date that Support.com
exercises the Option to Purchase, (iii) Trio in the form in which it is
integrated with the Microsoft PC Health client software as of the date that
Support.com exercises the Option to Purchase, and (iv) all New Versions and
Upgrades.

          1.17  "Technology" shall mean inventions (whether or not patentable),
ideas, processes, formulas, and know-how related to Trio and controlled by
Company and either (a)

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used by Company as of the date of this Agreement, or (b) used by Company in
development or implementation of New Versions or Upgrades.

          1.18  "Upgrade" means a new release of Trio which contains corrections
or bug fixes that Company makes generally available to its customers who have a
current maintenance agreement for Trio or which Company uses on the Company
Support Website, and which is identified by a change in the version number to
the right of the decimal point. An Upgrade does not include New Versions.

     2.   Trio Source Code License Grant to Support.com.
          ---------------------------------------------

          2.1   Source Code License.  Subject to the terms and conditions of
                -------------------
this Agreement, Company hereby grants to Support.com, and Support.com hereby
accepts, a nonexclusive, nontransferable (subject to Section 12.2
("Assignment")), fee-bearing, limited license to use, modify and create
derivative works of the Source Code version of Trio subject to the following
limitations: (i) Support.com may use, modify or create derivative works of the
Source Code only for Support.com's internal development efforts in connection
with integrating the Source Code of Trio with Support.com's software, (ii) only
Employees of Support.com may have access to, use, modify or create derivative
works of the Source Code of Trio, (iii) Support.com will only make copies of the
Source Code of Trio as necessary to utilize the rights stated in this Section
2.1, and (v) Support.com shall take all security precautions to maintain the
confidentiality of and prevent accidental or other loss or disclosure of the
Source Code of Trio as it uses to protect its own source code, but in no event
less than commercially reasonable security precaution. If Support.com does not
exercise the Option to Purchase, then the license for the Trio Source Code
stated in this Section 2.1 shall terminate upon the expiration of the Option
Period. If Support.com exercises such Option to Purchase, then, subject to the
terms of this Agreement, all rights in and to the Trio Source Code shall be
transferred and assigned to Support.com, in accordance with Section 3.

                2.1.1  Limitations; Ownership.  Except in the event Support.com
                       ----------------------
exercises the Option to Purchase and except for the rights stated in Section 2,
(i) Support.com is granted no rights in Trio, and Company expressly reserves to
itself all rights not granted to Support.com, and (ii) Company retains exclusive
ownership of Trio as well as any modifications and derivative works of Trio
created by Support.com which do not incorporate Support.com code or proprietary
portions thereof. In the event Support.com elects not to exercise the Option to
Purchase, Support.com shall immediately provide Company with all modifications
and derivative works of Trio created by Support.com, unless such modifications
and derivative works incorporate Support.com software code or proprietary
portions thereof. After Support.com exercises the Option to Purchase, it shall
own any modifications and derivative works of Trio that it creates during the
Option Period. Support.com will not alter or remove any proprietary rights
notice in the Source Code of Trio or the documentation therefore unless
Support.com exercises the Option to Purchase.

          2.2  Fees For Trio Source Code License.  Support.com shall pay to
               ---------------------------------
Company the sum of two hundred twenty-five thousand dollars (US $225,000) as a
one-time, fully-paid license fee in consideration of the license granted to
Support.com in Section 2.1. This license fee

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shall be paid to Company within thirty (30) days of the Delivery Date. The
license fee shall become non-refundable and non-recoupable upon receipt by
Company.

          2.3  Training Regarding Trio Source Code.  Company shall provide
               -----------------------------------
training to Support.com engineers during a sixty-day period (the "Training
Period") to be specified by Support.com, but in no event shall the Training
Period extend beyond three (3) months after the expiration of the Option Period.
The training shall consist of up to four (4) eight (8) hour days and four (4)
four (4) hour days of training to be provided on dates during the Training
Period to be mutually agreed by the parties; such agreement shall not be
unreasonably withheld. Support.com shall pay to Company the sum of ninety
thousand dollars (US $90,000) for this training. Training shall be provided on-
site at Support.com's facilities and there shall be no limit to the number of
Employees entitled to participate in such training. Such payment shall be made
within twenty (20) days after commencement of the Training Period but in any
event no later than the end of the Option Period. The training fee shall become
non-refundable and non-recoupable upon receipt by Company, and the training
shall be deemed complete three (3) months after expiration of the Option Period
or, in the event Support.com elects not to exercise the Option to Purchase, the
expiration of the Option Period.

          2.4  Integration Assistance From Company.  For sixty (60) days after
               -----------------------------------
the Delivery Date, Company shall provide Support.com with access to two (2)
Company designated technical Employees who are sufficiently knowledgeable
regarding the Source Code of Trio to provide integration assistance to
Support.com. The Company designated Employees shall advise Support.com how to
best integrate the Source Code of Trio with the Support.com software, but such
advice shall not require creation of software code or documentation. If
Support.com deems necessary, such assistance shall be on-site at Support.com
facilities. Support.com shall pay Company a technical assistance fee of ninety
thousand dollars (US $90,000) in consideration of such support provided by
Company. The technical assistance fee shall be payable to Company within thirty
(30) days of the Delivery Date. This payment shall be deemed non-refundable and
non-recoupable upon receipt by Company, and integration assistance shall be
deemed complete upon the earlier of three (3) months after the expiration of the
Option Period or, in the event Support.com elects not to exercise the Option to
Purchase, expiration of the Option Period.

          2.5  Maintenance of Trio Source Code.  For a period of ninety (90)
               -------------------------------
days after the Delivery Date, Company shall provide maintenance and support for
the Trio Source Code as originally provided to Support.com, and for Upgrades or
New Versions, if any, created by Company during such 90-day period. The support
and maintenance shall be provided during Company's regular business hours,
Monday through Friday, 8 am to 5 pm Pacific time, except Company holidays.
Support.com shall contact Company for maintenance and support at
customerservice@nowonder.com . In addition, Company shall provide Backline
maintenance and support for the Trio Source and Object Code, as originally
provided and previous releases, and for Upgrades or New Versions, if any, to
assist Support.com in the transition of support obligations; such Backline
maintenance obligation shall expire upon the earlier to occur of one (1) year
after Support.com elects to exercise the Option to Purchase or expiration of
maintenance and support obligations assigned to Support.com pursuant to Section
3.4. "Backline" maintenance shall mean assistance only after Support.com has
made reasonable attempts to resolve an error in the Trio Source Code or Object
Code. In consideration of the maintenance and support provided, Support.com
shall pay Company forty five thousand dollars (US $45,000).

                                       4
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The payment for support and maintenance shall be due and payable within thirty
(30) days after the Delivery Date.

          2.6  Engineering Services.  Beginning on the Effective Date and ending
               --------------------
on the earlier of (i) Support.com's exercise of the Option to Purchase, or (ii)
ninety (90) days after the Delivery Date, Company shall provide engineering
services to Support.com with respect to Trio. Notwithstanding the foregoing, the
engineering services from Company shall be provided for a minimum of sixty (60)
days after the Effective Date.  In consideration of such services, Support.com
shall pay to Company one hundred thousand dollars ($100,000) for each month
during which Company provides engineering services.  The payment for engineering
services shall be due and payable for each month in advance three (3) days after
the  Delivery Date and the 23rd day of April and May, 2000.  For purposes of
this Section 2.6, the $100,000 monthly Engineering Services fee is earned by
Company after the first day of such services in each month during the 90 days
following the Effective Date.   This payment shall be deemed non-refundable and
non-recoupable upon receipt by Company.

          2.7  Upgrades and New Versions.  Company agrees to provide the Source
               -------------------------
Code for Upgrades and/or New Versions of Trio, if and when available.
Notwithstanding anything to the contrary in Section 2.5, Company's obligation to
provide such Upgrades expires only in the event Support.com elects not to
exercise the Option to Purchase. Upgrades, New Versions, and modifications to
the Source Code for Trio (whether or not made generally commercially available)
shall be provided to Support.com for the term of this Agreement, without
additional charge, after Support.com elects to exercise the Option to Purchase.

     3.   Option for Source Code Transfer.
          -------------------------------

          3.1  Option Period.  During the period of ninety (90) days after the
               -------------
Effective Date (the "Option Period"), Support.com shall have an exclusive option
to exercise its right to purchase and obtain all of the Trio Code (the "Option
to Purchase"). Support.com shall exercise this option by providing notice to
Company as specified in Section 12.10 ("Notices"). If Support.com does not
exercise the option stated in this Section 3 before the end of the Option
Period, then the option shall expire and be of no further effect. During the
Option Period, Company shall not assign, transfer, pledge or otherwise encumber
any Trio Code or agree to do so. Notwithstanding the foregoing and except with
respect to Section 3.3.3 or Netscape exercising its source code escrow option
under the existing agreement between Netscape and Company, Company shall not
license the Trio Code to any third party during the Option Period.

          3.2  Source Code Transfer.  Subject to the terms and conditions of
               --------------------
this Agreement and upon exercise of the Option to Purchase:

               3.2.1  Company hereby transfers and assigns to Support.com, and
Support.com hereby accepts, all right, title and interest in and to the Trio
Code. Company will, within sixty (60) days of the Effective Date, provide to
Support.com all documentation and information regarding all questions or
challenges or potential bases therefore known to Company as of the Effective
Date with respect to the patentability or validity of any claims of any existing
patents or patent applications relating to the Trio Code.

                                       5
<PAGE>

               3.2.2  Company agrees that all Trio Code shall be the sole
property of Support.com and its assigns, and Support.com and its successors and
assigns shall be the sole owner of all patents, trademarks and copyrights and
all other Intellectual Property Rights relevant thereto.

               3.2.3  Company and each of its employees, as necessary
(hereinafter collectively referred to as "Company") assign to Support.com any
rights Company may have or acquire in all Trio Code (subject to those rights
expressly licensed herein.) Company further agrees as to such Trio Code to
assist Support.com in every reasonable way (but at Support.com's expense) to
obtain and from time to time enforce patents, trademarks, copyrights and other
Intellectual Property Rights in the Trio Code in any and all countries, and to
that end Company will execute all documents for use in applying for and
obtaining such rights and enforcing the same, as Support.com may desire,
together with any assignments thereof to Support.com or persons designated by
it. Company's obligation to assist Support.com in any and all countries shall
continue beyond the termination of this Agreement. In the event that Support.com
is unable for any reason whatsoever to secure Company's signature to any lawful
and necessary document required to secure, protect or assert its Intellectual
Property Rights with respect to Trio Code (including renewals, extensions,
continuations, divisions or continuations-in-part of any patents), Company
hereby irrevocably designates and appoints Support.com and its duly authorized
officers and agents, as Company's agents and attorneys-in-fact to act for and in
Company's behalf and instead of Company, to execute and file any such
application and to do all other lawfully permitted acts to further the
prosecution and issuance of patents, the registration of copyrights and
trademarks, or the securing of any other Intellectual Property Rights thereon
with the same legal force and effect as if executed by Company.

               3.2.4  Company agrees that this Section 3.2 includes all rights
of paternity, integrity, disclosure and withdrawal and any other rights that
maybe known as or referred to as "moral rights," "artist's rights," "droit
moral," or the like. To the fullest extent any of the foregoing is ineffective
under applicable law, Company hereby provides any and all waivers and consents
necessary to accomplish the purposes of the foregoing to the extent applicable.

          3.3  Source Code License to Company.  Subject to Company's compliance
               ------------------------------
with this Agreement and in the event Support.com exercises the Option to
Purchase, Support.com hereby grants to Company the following:

               3.3.1  Source Code License.  Subject to the terms and conditions
                      -------------------
of this Agreement, Support.com hereby grants to Company, and Company hereby
accepts, a nonexclusive, nontransferable (subject to Section 12.2
("Assignment")), limited license to use, modify and create derivative works or
Company Integrated Products of the Source Code of Trio in the form in which it
is being used by Company on the day Support.com exercised the Option to
Purchase, and related documentation and any derivative works thereof
(collectively, "Licensed Source Code"), subject to the following limitations:
(i) Company may use, modify or create derivative works of the Licensed Source
Code or Company Integrated Products only (a) for the purpose set forth in, and
subject to, Section 3.3.3, and (b) for the purpose of maintaining the Company
Support Website, subject to Section 3.3.4; (ii) only Employees of Company may
have access to use, modify or create derivative works of the Licensed Source
Code; (iii) Company will

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only make copies of the Licensed Source Code as necessary to utilize the rights
stated in this Section 3.3 of the Agreement; and (iv) Company shall take all
security precautions to maintain the confidentiality of and prevent accidental
or other loss or disclosure of the Licensed Source Code as it uses to protect
its own source code, but in no event less than commercially reasonable security
precautions.

               3.3.2  Deployment License.  Subject to the terms and conditions
                      ------------------
of this Agreement and upon exercise of the option, Support.com grants to
Company, and Company hereby accepts, a world-wide, nontransferable (subject to
Section 12.2 ("Assignment")), non-exclusive, license to (i) use, copy, modify,
and compile into Object Code the Licensed Source Code ("Licensed Object Code")
and related documentation, and (ii) use, copy, and distribute the Licensed
Object Code and related documentation solely (a) to Microsoft Corporation, in
accordance with Section 3.3.3, below, and (b) directly and indirectly in
connection with the Company Support Website, subject to Section 3.3.4.

               3.3.3  Microsoft Corporation Relationship. In 1999, Microsoft and
                      ----------------------------------
Company entered into a contract regarding the Trio software. For a period of one
(1) year from the Effective Date, Microsoft and Company may amend such contract
or enter into additional contracts regarding Trio (collectively, "Microsoft
Contract"). Company shall have the right to fulfill its contractual obligations
to Microsoft Corporation including but not limited to (i) depositing the
Licensed Source Code in an escrow account pursuant to its obligations to
Microsoft Corporation; (ii) providing support and maintenance services to
Microsoft Corporation with respect to the Licensed Source Code (but only in the
event both parties agree, in writing, that Company may distribute such Licensed
Source Code) and Licensed Object Code, and (iii) provide a defense and indemnity
to Microsoft Corporation with respect to the Licensed Source Code (but only in
the event both parties agree, in writing, that Company may distribute such
Licensed Source Code) and Licensed Object Code with respect to intellectual
property rights claims as required by the agreement with Microsoft, and
Support.com agrees to provide reasonable assistance, at Company's expense, with
such defense.  All such rights are expressly conditioned upon (i) Company using
best efforts to fulfill the obligations in order to prevent the release from
escrow of source code pursuant to the Microsoft Contract, (ii) providing
Microsoft with only Licensed Object Code (unless both parties agree, in writing,
that Company may distribute such Licensed Source Code), (iii) providing to
Support.com on a monthly basis, all copies of all modifications and derivative
works of Licensed Source Code and the Licensed Object Code (excluding Company
Integrated Product) which Company created in the prior month, (iv) not allowing
Microsoft to transfer, distribute, or resell the server component of Trio, and
(v) Microsoft's agreement to (x) be subject to a license agreement at least as
restrictive as the contract between Microsoft and Company dated in 1999, and (y)
distribute the client-side component of Trio pursuant only to a license
agreement at least as restrictive as the End User License Agreement attached as
Exhibit G.

               3.3.4  Company Support Website Conditions.  The rights set forth
                      ----------------------------------
in Section 3.3.2(b) are expressly conditioned upon (i) providing third parties
only the Limited Functionality Version, (ii) providing to Support.com on a
monthly basis, all copies of all modifications and derivative works of Licensed
Source Code and the Licensed Object Code (excluding Company Integrated Product)
which Company created in the prior month, (iii) providing third parties only the
License Object Code of the Limited Functionality Version, and

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(iv) distributing the Limited Functionality Version only pursuant to a license
agreement at least as restrictive as the End User License Agreement attached as
Exhibit G.

               3.3.5  Restrictions.  Company shall have only the rights in the
                      ------------
Licensed Source Code and the Licensed Object Code as stated in this Section 3.
All rights not expressly granted to Company are reserved to Support.com. Company
shall not resell, sublicense, or redistribute the Licensed Source Code or the
Licensed Object Code to any third party, except as permitted herein.
Notwithstanding anything else, Support.com retains all title to, and, except as
expressly licensed herein, all rights to Trio, all copies and derivative works
thereof (excluding Company Integrated Products) (by whomever produced) and all
related documentation and materials regarding Trio provided by Support.com to
Company pursuant to this Section 3.

               3.3.6  Disclaimer of Warranties.  SUPPORT.COM MAKES NO
                      -------------------------
REPRESENTATIONS OR WARRANTY OF ANY KIND WHETHER EXPRESS OR IMPLIED (EITHER IN
FACT OR BY OPERATION OF LAW) WITH RESPECT TO THE LICENSED OBJECT CODE, LICENSED
SOURCE CODE, MODIFICATIONS TO TRIO CODE, OR OTHER MATERIAL PROVIDED BY
SUPPORT.COM. SUPPORT.COM EXPRESSLY DISCLAIMS ALL IMPLIED WARRANTIES OF NON-
INFRINGEMENT, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.

               3.3.7  Option Price.  In consideration of the transfer and
                      ------------
assignment in Section 3.2 ("Source Code Transfer") and in the event that
Support.com exercises its Option to Purchase, Support.com shall pay to Company
the sum of four million three hundred fifty thousand dollars ($4,350,000). This
sum shall be paid to Company on or before August 10, 2000.

          3.4  Existing Customer Transition.  If Support.com exercises the
               -----------------------------
option stated herein, then the parties shall use commercially reasonable efforts
to transition Company's Non-Web-Based customers for Trio, except Microsoft
Corporation, to Support.com. As used in this Agreement, "Non-Web-Based" means
those Company customers who have rights to use Trio through means other than the
Company Support WebSite. Company agrees to assign to Support.com those Non-Web-
Based customer contracts under which Company grants use of Trio that Company may
assign. Company agrees to use commercially reasonable efforts to obtain consent
to assign contracts for use of Trio which may not be assigned without consent.
Once the transition is complete, Support.com shall be fully responsible for
providing all support and maintenance, including Upgrades and New Versions, to
such customers, and Support.com shall be entitled to receive all sums that
become due and owing from customers, or have been paid by the customers for
period of support and maintenance not already provided by Company. Company shall
remain liable for any and all liabilities which accrued prior to the assignment
of customer contract.

          3.5  Prospective Customer Transition.  During the six (6) months after
               -------------------------------
Support.com exercises the option stated herein, the parties shall use
commercially reasonable efforts to transition leads regarding prospective
customers from the Company marketing team to the Support.com marketing team.
The transition efforts shall include transferring Company's contact database,
introductions to Company's contacts, and assistance with sales support efforts
(e.g., product presentations and demonstrations).

                                       8
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          3.6  Restricted Customers.  Support.com shall not license Trio either
               --------------------
alone or combined with any other software and/or hardware to any of the
following companies for a period of two (2) years commencing on the date that
Support.com exercises the Option to Purchase: Motive, All.com, Expert City,
MyHelpDesk.com, Hot Dispatch, PCSupport.com, Experts Exchange, EXP.com,
PTHelpOnline, and Questions.com.

          3.7  Future Payments.  In the event that Support.com exercises its
               ---------------
Option to Purchase, Support.com agrees (i) to pay Company minimum payments equal
to a total of $4,500,000 in twelve (12) equal quarterly installments beginning
September 20, 2000 and thereafter on the 20th day of the third month of each
successive calendar quarter, and (ii) for each agreement Support.com enters into
with the companies listed on Exhibit C ("Company Customers"), that includes
Trio, during the twelve months following the exercise of the Option to Purchase,
to pay Company (a) eighty percent (80%) of the total Net License Revenue
(defined below) of agreements that Support.com enters into with Company
Customers with respect to Trio as a stand-alone product; and (b) twenty percent
(20%) of the total Net License Revenue (defined below) of the agreements that
Support.com enters into with the Company Customers with respect to Trio, as
licensed in combination or incorporated with Support.com products, provided,
however, total payments to Company pursuant to this Section 3.7 shall not exceed
$2,500,000. As used in this Agreement, "Net License Revenue" means the license
fees plus professional services fees (but not support and maintenance fees) for
licenses of Trio either as a stand-alone product or as incorporated into
Support.com products, received from such Company Customers during the term of
such agreement with Company Customers.

               3.7.1  Microsoft Corporation. In no event may Support.com license
                      ---------------------
Trio on a stand-alone basis to Microsoft Corporation during the one-year period
beginning on the exercise of the Option Period. In the event Support.com
licenses Trio as integrated with Support.com products, Support.com shall pay
Company twenty-five percent (25%) of Net License Revenue.

               3.7.2  Stream International, Inc. Support.com may license Trio as
                      -------------------------
a stand-alone product or in combination or incorporated with Support.com
products to Stream International, Inc. provided such sale is under an agreement
which requires Stream International, Inc.'s participation as a corporate service
provider in the Company Support Website. Support.com agrees to pay Company (a)
eighty percent (80%) of the total Net License Revenue of agreements that
Support.com enters into with Stream International, Inc. with respect to Trio as
a stand-alone product; and (b) twenty percent (20%) of the total Net License
Revenue of the agreements that Support.com enters into with Stream
International, Inc. with respect to Trio, as licensed in combination or
incorporated with Support.com products, provided, however, total payments to
Company pursuant to this Section shall not exceed $800,000.

               3.7.3  Payment Schedule. Payments to Company for any Net License
                      ----------------
Revenue received from sales to Company Customers, Microsoft, or Stream
International, as provided above, shall be due and payable within thirty (30)
days following the calendar quarter in which such Net License Revenue is
received by Support.com.

                                       9
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          3.8  Records and Audit. Support.com agrees to keep complete, clear and
               -----------------
accurate records for at least one (1) year after its obligation to make payments
to Company in Section 3.7 expires relating to the amounts owed to Company.
Company or its agent may audit the applicable records in order to verify
Support.com's compliance with the payment obligation in Section 3.7. Any such
audit shall be conducted during regular business hours at Support.com's offices,
with reasonable advance notice, and in such a manner as not to interfere
unreasonably with Support.com's normal business activities. Company shall bear
the expenses of any such audit unless such audit reveals an underpayment of five
percent (5%) or more, in which event the costs of such audit shall be borne by
Support.com. Support.com shall promptly pay any amount found due and owing to
Company, including interest on past due amounts at the lesser of 1 1/2 percent
per month or the highest rate allowed by applicable law, and audit expenses, if
any, due to Company under this Section.

     4.   Taxes.  Support.com shall be responsible for and shall pay sales,
          -----
value-added or similar tax arising from this Agreement except taxes based on
Company's net income.

     5.   Marketing.
          ---------

          5.1  Press Announcement. Company and Support.com will issue a mutually
               ------------------
agreeable joint press release regarding this Agreement.

          5.2  Support.com Trademark.  Support.com hereby grants to Company a
               ---------------------
non-exclusive, non-transferable (subject to Section 12.2 ("Assignment")),
royalty-free, world-wide right to use or display Support.com's trade name and
trademark ("Support.com Trademarks") as identified on Exhibit A ("Trademarks")
                                                      ---------
in Company's marketing materials, sales efforts and on Company's web site.
Company shall comply with Support.com's trademark usage guidelines of which
Company has notice in connection with all Company use of the Support.com
Trademarks. All of Company's use of the Support.com Trademarks shall be subject
to Support.com's prior approval not to be unreasonably withheld or delayed. No
approval by Support.com shall be required for the use or display of the
Support.com Trademarks if such use or display has been previously approved by
Support.com. Support.com shall have the right to inspect Company's use of the
Support.com Trademarks to determine if it complies with the trademark guidelines
and is used in a manner that is consistent with quality goods and services. If
Support.com believes that Company's use is inconsistent with the trademark
guidelines or in connection with inferior goods or services, then Support.com
shall notify Company. If Company does not correct the deficiency within thirty
(30) days, then Company shall cease all use of the Support.com Trademarks,
destroy any tangible items containing the Support.com Trademarks, and remove the
Support.com Trademarks from all electronic media. Company acknowledges that all
use of the Support.com Trademarks pursuant to this Agreement, including any
goodwill generated thereby, shall inure to the benefit of Support.com and that
Company shall not have any right, title or interest in the Support.com
Trademarks except as expressly provided herein. Company shall not use any
trademark, service mark, trade name or other designation that is confusingly
similar to the Support.com Trademarks, nor will Company register or attempt to
register the Support.com Trademarks. All rights not granted to Company herein
are expressly reserved by Support.com.

                                       10
<PAGE>

          5.3  Company Trademark.  Company hereby grants to Support.com a
               -----------------
non-exclusive, non-transferable (subject to Section 12.2 ("Assignment")),
royalty-free, world-wide right to use or display Company's trade name and
trademark ("Company Trademarks") as identified on Exhibit A ("Trademarks") in
                                                  ---------
Support.com's marketing materials, sales efforts and on Support.com's web site.
Support.com shall comply with Company's trademark usage guidelines of which
Support.com has notice in connection with all Support.com use of the Company
Trademarks. All of Support.com's use of the Company Trademarks shall be subject
to Company's prior approval not to be unreasonably withheld or delayed. No
approval by Company shall be required for the use or display of the Company
Trademarks if such use or display has been previously approved by Company.
Company shall have the right to inspect Support.com's use of the Company
Trademarks to determine if it complies with the trademark guidelines and is used
in a manner that is consistent with quality goods and services. If Company
believes that Support.com's use is inconsistent with the trademark guidelines or
in connection with inferior goods or services, then Company shall notify
Support.com. If Support.com does not correct the deficiency within thirty (30)
days, then Support.com shall cease all use of the Company Trademarks, destroy
any tangible items containing the Company Trademarks, and remove the Company
Trademarks from all electronic media. Support.com acknowledges that all use of
the Company Trademarks pursuant to this Agreement, including any goodwill
generated thereby, shall inure to the benefit of Company and that Support.com
shall not have any right, title or interest in the Company Trademarks except as
expressly provided herein. Support.com shall not use any trademark, service
mark, trade name or other designation that is confusingly similar to the Company
Trademarks, nor will Support.com register or attempt to register the Company
Trademarks. All rights not granted to Support.com herein are expressly reserved
by Company.

          5.4  Trademark Obligations.  Neither party shall do or cause to be
               ---------------------
done any act contesting or in any way impairing or reducing the other party's
right, title, and interest in connection with the use or registration of the
other party's trademarks. Except as provided in this Agreement, both parties
agree not to attach additional trademarks, logos or trade designations to the
trademarks of the other party.

          5.5  Joint Marketing and Sales Incentives.  If Support.com exercises
               ------------------------------------
the Option to Purchase, then Company agrees to pay Support.com up to one million
dollars ($1,000,000) to be used for sales incentives, joint marketing programs,
and any other purpose that the parties use commercially reasonable efforts to
mutually agree in writing in advance for a three (3) year period beginning on
the date that Support.com exercises the Option to Purchase. Within forty-five
(45) days after Support.com exercises the Option to Purchase, the parties shall
develop a marketing plan that will describe how the payments from Company shall
be allocated between joint marketing, sales incentives and any other purposes.

               5.5.1  Joint Marketing.  Support.com and Company agree that
                      ---------------
during the term of this Agreement both parties will promote their business
relationship to the electronic support industry, including without limitation,
endorsements of each party's business and promotion of awareness regarding the
enhanced value to the electronic support industry resulting from the parties'
combined technologies. The portion of the Company joint marketing and sales
incentives described in Section 5.5 allocated to joint marketing projects shall
be used in conjunction with Support.com funds during the three (3) year period.
For each joint marketing

                                       11
<PAGE>

effort approved by the vice president of marketing for each party, each party
shall pay one half (1/2) of the costs associated with the project, except for
projects which do not require equal involvement, in which case each party may
pay a mutually agreed proportion of the costs. Each project shall specify, at a
minimum, the type of marketing and the vehicle for delivering the message to
make sure that both companies are marketing to the same customers.

               5.5.2  Sales Incentives.  A portion of the Company joint
                      ----------------
marketing and sales incentives described in Section 5.5, to be agreed upon by
the parties, may be allocated to a sales incentive program for Support.com to
(i) induce Support.com and its sales professionals to bring Qualified Customers
to Company, and (ii) compensate Support.com based upon a percentage of revenue
derived from customers brought to Company by Support.com. As used in this
Agreement, a "Qualified Customer" means one of the following: (i) independent
software vendors; (ii) hardware manufacturers; (iii) corporate service providers
of software support services, and (iv) corporate information technology managers
and executives. Company shall pay a commission to Support.com for bringing the
Qualified Customer to Company based on a percentage of the revenue recognized by
Company on account of the referred Qualified Customer. The parties shall
negotiate in good faith to determine the percentages payable to Support.com.
Support.com and Company may, in their sole discretion, agree to allocate the
Company financial support for sales incentives to other programs.

     6.   Confidential Information.
          ------------------------

          6.1  Confidentiality Obligation.  Each party acknowledges that, in the
               --------------------------
course of performing its duties under this Agreement, it may receive information
relating to the other party which the receiving party knows, or has reason to
know is of a confidential and/or proprietary nature ("Confidential
Information"). Such Confidential Information may include, but is not limited to,
the terms and conditions of this Agreement, minimum price guidelines, future
product releases, trade secrets, know-how, inventions, techniques, processes,
programs, schematics, software, data, pricing and discount schedules, customer
lists, financial information and business, sales and marketing plans. To be
treated as Confidential Information, information disclosed in written form must
be marked "Confidential" at the time of disclosure or, if disclosed orally, must
be designated as "Confidential". Any information relating to Trio Code shall be
treated as Company's Confidential Information unless Support.com exercises the
Option to Purchase, in which event such information shall be deemed to be
Support.com's Confidential Information, without the necessity of being marked as
"Confidential". The receiving party shall at all times both during the term of
this Agreement and all times thereafter (a) take the same degree of care that it
uses to protect its own confidential and proprietary information of similar
nature and importance (but in any event no less than reasonable care) in order
to protect the confidentiality of, and avoid the unauthorized use, disclosure,
publication or dissemination of the Confidential Information, and (b) not use
such Confidential Information for any purposes other than as may be reasonably
necessary for the performance of its duties or enjoyment of its rights
hereunder. The receiving party shall not disclose any Confidential Information
to any person or entity other than to the receiving party's employees or
consultants as may be reasonably necessary for purposes of performing its duties
or enjoyment of its rights hereunder; provided that such employees and
consultants have first entered into agreements at least as protective of the
Confidential Information as the terms and conditions of this Section 6
("Confidential Information").

                                       12
<PAGE>

          6.2  Exceptions.  The parties' obligation under Section 6.1
               ----------
("Confidentiality Obligation"), with respect to any portion of Confidential
Information, shall not apply to any such portion that the receiving party can
document: (a) was in the public domain at or subsequent to the time such portion
was communicated to the receiving party by the disclosing party through no fault
of the receiving party; (b) was rightfully in the receiving party's possession
free of any obligation of confidence at or subsequent to the time such portion
was communicated to the receiving party by the disclosing party; (c) was
developed by employees or agents of the receiving party independently of and
without reference to any Confidential Information communicated to the receiving
party by the disclosing party; or (d) was communicated by the disclosing party
to an unaffiliated third party free of any obligation of confidence. A
disclosure of any portion of Confidential Information, either (x) in response to
a valid order by a court or other governmental body or as otherwise required by
law, or (y) with respect to the term and conditions of this Agreement, to a
party's attorneys, accountants or prospective investors of such party, who are
subject to an obligation to keep such Confidential Information confidential,
shall not be considered to be a breach of this Agreement or a waiver of
confidentiality for other purposes; provided, however, that with respect to
subsection (x) above, the party being required to disclose the information shall
provide prompt prior written notice thereof to the other party to enable the
other party to seek a protective order or otherwise prevent such disclosure.
Notwithstanding the foregoing, Company agrees that any and all information
related to the Trio Source Code shall always be deemed Confidential Information,
whether or not the exceptions in this Section 6.2 apply and shall be deemed
Support.com's Confidential Information upon exercise of the Option to the
Purchase until such time as Support.com makes such information available in the
public domain.

     7.   Indemnification.
          ---------------

          7.1  Company Proprietary Rights Indemnity.  For three (3) years after
               ------------------------------------
the date that Support.com exercises the Option to Purchase, Company shall
defend, indemnify, and hold Support.com harmless from all costs (inclusive of
reasonable attorneys' fees), damages, losses, penalties and expenses incurred
due to any third party claim, suit, or proceeding brought against Support.com
arising from or relating to any third party claims that Trio or any related
Intellectual Property Rights infringe or misappropriate any Canadian or United
States patent granted prior to one year after the date Support.com exercises the
Option to Purchase or any Canadian or United States trademark. Company's
obligations with respect to Canadian patents and trademarks in the foregoing
sentence are subject to Company's due diligence with regard to Canadian rights;
and Company agrees to use commercially reasonable efforts to perform such due
diligence within a reasonable time after the Effective Date, but in any event
shall be deemed to have performed such due diligence within thirty (30) days of
the Effective Date. The foregoing obligation is subject to Support.com (i)
giving Company prompt written notice of any such claim; (ii) allowing Company to
control the defense and settlement of such claim; (iii) not entering into any
settlement or compromise of such claim without Company's prior written consent;
and (iv) providing all reasonable assistance requested by Company in the defense
or settlement of such claim, at Company's expense. Notwithstanding the
foregoing, Support.com may, at its expense, participate in the defense of any
indemnity that is the subject of this Section 7.1, but if Support.com elects not
to so participate, then Company agrees to keep Support.com reasonably informed
regarding the progress of its defense and settlement of any such claims. Company
agrees not to enter into any settlement of any third party claims described in
this

                                       13
<PAGE>

Section 7.1 without Support.com's consent, which shall not be unreasonably
withheld. In the event of any infringement or misappropriation, Company may, at
its option (i) replace or modify the relevant portion(s) of Trio with non-
infringing software which is functionally equivalent or superior; or (ii) obtain
a license for Support.com to continue using the applicable portion(s) of Trio or
related Intellectual Property Rights in accordance with this Agreement.
Company's obligations hereunder shall not apply (i) if Support.com has modified
Trio (whether or not with Company's approval), but only to the extent such
modification caused the infringement, or (ii) if Company has modified Trio
solely to comply with the request of Support.com, to the extent such
modification is the alleged basis of the suit, or (iii) to the extent any claims
are based upon the use of Trio or any component thereof in combination with
hardware, firmware, or software not supported by Company as set forth in Trio
documentation. THE FOREGOING STATES COMPANY'S SOLE OBLIGATION WITH RESPECT TO
ANY CLAIMS FOR PATENT AND TRADEMARK INFRINGEMENT OR MISAPPROPRIATION OF THIRD
PARTY PROPRIETARY RIGHTS BY TRIO. THE FOREGOING, AND SUPPORT.COM'S RIGHTS TO
BRING SUIT FOR COMPANY'S BREACH OF SECTION 8.1, STATES SUPPORT.COM'S SOLE AND
EXCLUSIVE REMEDIES WITH RESPECT TO ANY CLAIMS FOR PATENT AND TRADEMARK
INFRINGEMENT OR MISAPPROPRIATION OF THIRD PARTY PROPRIETARY RIGHTS BY TRIO.

          7.2  Support.com Indemnity. For three (3) years after the date that
               ---------------------
Support.com exercises the Option to Purchase, Support.com shall defend,
indemnify, and hold Company harmless from all costs (inclusive of reasonable
attorneys' fees), damages, penalties and expenses incurred due to any third
party claim, suit, or proceeding made against Company arising from or relating
to (i) any claims, warranties or representations made by Support.com with
respect to Trio, prior to exercise of the Option to Purchase, that differ from
Company's documentation,; and (ii) any claim for infringement of a United States
patent granted prior to one year after the date Support.com exercises the Option
to Purchase or a United States trademark where the claim is based upon a
modification by or for Support.com of Trio not performed by Company or done by
Company in accordance with Support.com's specification (excluding claims based
on Company's intentional infringement of copyright or misappropriation of trade
secret). The foregoing obligation is subject to Company (i) giving Support.com
prompt written notice of any such claim; (ii) allowing Support.com to control
the defense and settlement of such claim; (iii) not entering into any settlement
or compromise of such claim without Support.com's prior written consent; and
(iv) providing all reasonable assistance requested by Support.com in the defense
or settlement of such claim, at Support.com's expense. THE FOREGOING STATES
COMPANY'S SOLE AND EXCLUSIVE REMEDY AND SUPPORT.COM'S SOLE OBLIGATION WITH
RESPECT TO ANY CLAIM OF INFRINGEMENT OR MISAPPROPRIATION OF THIRD PARTY
PROPRIETARY RIGHTS BY TRIO.

     8.   Warranties.
          ----------

          8.1  Company Warranties.  Company warrants and represents the
               ------------------
following:

               8.1.1  It is the sole owner of all rights, title and interest,
including all Intellectual Property Rights in the Trio Code and that it has full
power and authority (a) to transfer and assign the Intellectual Property Rights
as herein transferred and assigned without the

                                       14
<PAGE>

consent of any other person and (b) to enter into and perform its obligations
under this Agreement.

               8.1.2  It has not assigned, transferred, pledged or otherwise
encumbered any Trio Code or agreed to do so and has not licensed or agreed to
license Source Code to Trio except in source code escrow provisions in two
contracts.

               8.1.3  It is not aware of any actual or potential infringement or
misappropriation of any third party's intellectual property rights (or any claim
or potential claim thereof).

               8.1.4  Entering into or performing under this Agreement will not
violate any right of, or breach any obligation to, any third party under any
agreement or arrangement between Company and such third party.

               8.1.5  Trio Code does not infringe any third party trade secrets
or copyrights or knowingly infringe any other third party intellectual property
rights.

               8.1.6  The Trio Code contains no "computer viruses" or "time
bombs" as those terms are commonly understood in the information processing
industry and that the Trio Code contains no code or instructions (including any
code or instructions provided by third parties) that may be used to access,
modify, delete, damage, or disable any computer, associated equipment, computer
programs, data files or other electronically stored information operated or
maintained by Support.com or its customers.

               8.1.7  The century change is supported in the Object and Source
Code of Trio's logic and data, and shall support the use, entry or creation of
dates on and after January 1, 2000 so that when a properly formatted and
accurate four digit year is either properly entered into or provided to the
Object or Source Code of Trio by another program, it shall not fail or otherwise
product incorrect date results.

               8.1.8  For one hundred twenty (120) days commencing on the
Delivery Date, the Source Code and Object Code shall perform in substantial
conformance to the applicable documentation.

               8.1.9  Entering into or performing under this Agreement will not
trigger any source code escrow release provision. Company shall use commercially
reasonable efforts to prevent release of Trio Source Code for any reason, and if
such escrow becomes released, any license rights exercisable by the licensee is
limited to internal use for Microsoft or in any other event, to provide the
support services that Company failed to provide.

               8.1.10 It has provided to Support.com all license agreements for
Trio, except for the Microsoft Agreement as described in Section 3.3.3.

          8.2  Support.com Warranties.  Support.com warrants and represents as
               ----------------------
follows:

               8.2.1  Support.com has full power and authority to enter into and
perform its obligations under this Agreement.

                                       15
<PAGE>

     9.   Consequential Damages Waiver.
          ----------------------------

NEITHER PARTY WILL BE LIABLE FOR ANY LOSS OF USE, INTERRUPTION OF BUSINESS, OR
ANY INDIRECT, SPECIAL, INCIDENTAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES OF ANY
KIND (INCLUDING LOST PROFITS) REGARDLESS OF THE FORM OF ACTION, WHETHER
CONTRACT, TORT (INCLUDING NEGLIGENCE), STRICT PRODUCT LIABILITY OR OTHERWISE,
EVEN IF THE PARTY FROM WHOM DAMAGES ARE SOUGHT HAS BEEN ADVISED OF THE
POSSIBILITY OF SUCH DAMAGES.  THE FOLLOWING EXCEPTIONS SHALL APPLY:  (i) THE
FOREGOING LIMITATION SHALL NOT APPLY TO ANY CLAIM FOR BREACH OF SECTION 6
("CONFIDENTIAL INFORMATION"); (ii)  COMPANY'S INDEMNITY OBLIGATION STATED IN
SECTION 7.1 SHALL INCLUDE INDIRECT, SPECIAL, INCIDENTAL, EXEMPLARY, OR
CONSEQUENTIAL DAMAGES SUBJECT TO THE DOLLAR CAP STATED IN SECTION 10; AND (iii)
COMPANY'S LIABILITY FOR BREACH OF THE WARRANTY STATED IN SECTION 8.1.5 SHALL NOT
BE SUBJECT TO THE LIMITATIONS OF THIS SECTION.

     10.  Limitation of Liability.
          -----------------------

NOTWITHSTANDING ANY OTHER PROVISIONS OF THIS AGREEMENT TO THE CONTRARY, EACH
PARTY'S LIABILITY TO THE OTHER UNDER THIS AGREEMENT SHALL BE LIMITED TO THE
TOTAL PAYMENTS MADE BY SUPPORT.COM TO COMPANY WITH RESPECT TO TRIO UNDER THIS
AGREEMENT.  THE FOLLOWING EXCEPTIONS SHALL APPLY: (i) THE FOREGOING LIMITATION
SHALL NOT APPLY TO ANY CLAIM FOR BREACH OF SECTION 6 ("CONFIDENTIAL
INFORMATION"); (ii)  COMPANY'S OBLIGATIONS STATED IN SECTION 7.1 SHALL BE CAPPED
AT TEN MILLION DOLLARS ($10,000,000); (iii) COMPANY'S LIABILITY FOR BREACH OF
THE WARRANTY STATED IN SECTION 8.1.5 SHALL NOT BE SUBJECT TO THE LIMITATIONS OF
THIS SECTION; AND (iv) SUPPORT.COM'S OBLIGATIONS STATED IN SECTION 7.2 SHALL BE
CAPPED AT ONE MILLION DOLLARS ($1,000,000).

     11.  Term and Termination.
          --------------------

          11.1  Term.  This Agreement shall commence on the Effective Date and,
                ----
if Support.com does not exercise the Option to Purchase, then this Agreement
shall terminate upon the expiration of the Option Period. If, however,
Support.com exercises such option, then this Agreement shall be in effect in
accordance with its terms until terminated as provided herein.

                                       16
<PAGE>

          11.2  Rights If Option Goes Unexercised.  If Support.com does not
                ---------------------------------
exercise the Option to Purchase, then this Agreement shall terminate, but the
rights and obligations stated in the following Sections shall survive: 1
("Definitions"), 2.1.1 ("Limitations; Ownership"), Fees set forth in Sections
2.2 - 2.6; 6 ("Confidential Information"), 9 ("Consequential Damages Waiver"),
         -
10 ("Limitation of Liability"), 11.2 ("Rights If Option Goes Unexercised"), and
12 ("Miscellaneous").

          11.3  Termination With Cause After Exercise of Option to Purchase.
                -----------------------------------------------------------
Either party may terminate this Agreement for cause after Support.com exercises
the Option to Purchase, as follows: (1) after written notice of a material
breach and thirty (30) days opportunity to cure; (2) after written notice and
thirty (30) days opportunity to cure if the other party becomes insolvent or
fails generally to pay its obligations as they arise; or (3) if proceedings are
commenced under state or federal bankruptcy laws by or against the other party
which are not dismissed within ninety (90) days of commencement.

          11.4  Rights Upon Termination After Exercise of Option to Purchase.
                ------------------------------------------------------------
Upon termination for either cause after Support.com exercises the Option to
Purchase, the following shall occur:

                11.4.1  All rights and obligations shall terminate except those
identified in Section 11.4.4 All agreements between Support.com and third
parties which are not in breach by which the third party obtained a license to
use a copy of Trio shall remain in full force and effect pursuant to their
respective terms.

               11.4.2  The parties shall immediately cease using the trademarks
of the other party.

               11.4.3  Each party shall return or destroy the Confidential
Information belonging to the other party.

               11.4.4  Survival.  The following Sections shall survive
                       --------
termination for cause as provided under Section 11.3: 1 ("Definitions"), 3.2
("Source Code Transfer"), 6 ("Confidential Information"), 7 ("Indemnification"),
9 ("Consequential Damages Waiver"), 10 ("Limitation of Liability"), 11.4
("Rights Upon Termination After Exercise of Option to Purchase"), and 12
("Miscellaneous"), and only in the event Support.com breaches the agreement, 3.3
("Source Code License to Company"). In the event this Agreement is terminated
for Support.com's breach due to failure to pay, all rights under Section 3.2
("Source Code Transfer") shall be suspended until such failure to pay is cured.


     12.  Miscellaneous.
          -------------

          12.1  Import and Export Regulations.  Each party acknowledges and
                -----------------------------
agrees that it shall not import, export, or re-export, directly or indirectly,
Trio to any country in violation of the import and export laws and regulations
of any applicable jurisdiction.  Each party further

                                       17
<PAGE>

agrees to defend, indemnify and hold the other harmless for any losses, costs,
claims or other liabilities arising out of it's breach of this Section 12.1
subject to the notice and cooperation obligations stated in Section 7
("Indemnification").

          12.2  Assignment.  For a period of three (3) years beginning on the
                ----------
Effective Date, Support.com may not assign this Agreement without Company's
prior written consent, and any attempt to do so without that consent will be
void.  Notwithstanding the foregoing, either party may assign this Agreement
without consent in the event of a merger, acquisition, sale of all or
substantially all of its assets or other similar reorganization, except that if
Company's assignee is a competitor of Support.com as listed on Exhibit F, then
(i) Section 3.8 shall not survive such assignment and shall have no force and
effect; (ii) all Company's right to Licensed Source Code and any copies or
derivatives works thereof (except Company Integrated Code) expire, including but
not limited to Section 3.3.1 and (iii) Company shall immediately destroy all of
Support.com's Confidential Information and not disclose any such information to
competitors.  Support.com shall have the right to amend Exhibit F with respect
to its competitors at any time by written notice to Company.  Consent to a
specific assignment of this Agreement shall not constitute a consent to further
assignment.  This Agreement shall be binding on the parties and their respective
successors and permitted assigns.  Any assignment in contravention of this
subsection shall be void.

          12.3  No Offset.  Payments shall be made in accordance with the terms
                ---------
of this Agreement. In no event may either party offset the amount due from the
other under any other agreement when making any payments due hereunder.

          12.4  Choice of Law.  This Agreement will be governed by and construed
                -------------
according to the laws of the State of California and the United States, without
regard to that body of law controlling conflicts of laws. The parties agree that
the United Nations Convention on Contracts for the International Sale of Goods
is specifically excluded from application to this Agreement.

          12.5  Amendment.  This Agreement may be amended or supplemented only
                ---------
by a writing that refers explicitly to this Agreement and that is signed on
behalf of both parties.

          12.6  Waiver.  No waiver will be implied from conduct or failure to
                ------
enforce rights.  No waiver will be effective unless in a writing signed on
behalf of the party against whom the waiver is asserted.  A waiver in one
instance shall not be construed as a waiver of any subsequent like breaches.

          12.7  United States Government Purchases.  If either party
                ----------------------------------
sublicenses Trio to any agency of the U.S. Government, then it shall identify
Trio and related documentation provided in any proposal submitted to or
agreement with such agency as "commercial computer software" and "commercial
computer software documentation," respectively, as such terms are used in 48
C.F.R. 12.212 of the Federal Acquisition Regulations ("FAR") and its successors
and 48 C.F.R. 227.7202 of the Department of Defense FAR Supplement ("DFARS") and
its successors.  In accordance with FAR 12.212 or DFARS 227.7202, as applicable,
each party shall provide Trio and related documentation to all U.S. Government
end users with only those rights set forth in the end user license.

                                       18
<PAGE>

          12.8  Force Majeure.  Except for the obligation to pay money owed,
                -------------
neither party will have the right to claim damages or to terminate this
Agreement as a result of the other party's failure or delay in performance due
to circumstances beyond its reasonable control, including, but not limited to,
labor disputes, strikes, lockouts, shortages of or inability to obtain energy,
war, riot, insurrection, epidemic, acts of God, or governmental action not the
fault of the nonperforming party; provided., if such condition continues for
ninety (90) days, the party whose performance is not delayed by such condition
may terminate this Agreement upon written notice.

          12.9  Severability.  If any provision of this Agreement is held to be
                ------------
unenforceable or invalid by a court of competent jurisdiction, such
unenforceability or invalidity shall not render this Agreement unenforceable or
invalid as a whole.  Rather, such provision shall be stricken from the Agreement
and the remaining provisions shall be fully enforceable.

          12.10 Notices.  All notices or reports permitted or required under
                -------
this Agreement shall be in writing and shall be by personal delivery or by
certified or registered mail, return receipt requested, and deemed given upon
personal delivery or five (5) days after deposit in the mail.  Notices shall be
sent to the signatories of this Agreement at the addresses set forth at the
beginning of this Agreement or such other person and/or address as either party
may specify in writing.

          12.11 Relationship of Parties.  The parties to this Agreement are
                -----------------------
independent contractors.  There is no relationship of agency, partnership, joint
venture, employment or franchise between the parties.  Neither party has the
authority to bind the other or to incur any obligation on its behalf.  Neither
party shall have, and shall not represent that it has, any power, right or
authority to bind the other, or to assume or create any obligation or
responsibility, express or implied, on behalf of the other or in the other's
name, except as herein expressly permitted.

          12.12 Counterparts.  This Agreement may be executed in two
                ------------
counterparts, each of which shall be deemed an original, but all of which
together shall constitute one and the same instrument.

          12.13 Entire Agreement.  This Agreement, including all Exhibits to
                ----------------
this Agreement, which are hereby incorporated by reference, represents the
entire agreement between the parties relating to Trio and supersedes all prior
and contemporaneous representations, discussions, negotiations and agreements,
whether written or oral relating to Trio.  The following Exhibits are attached:

     Exhibit A - Trademarks
     Exhibit B - Trio Components
     Exhibit C - Company Customers
     Exhibit D - Trio Registered Rights
     Exhibit E - Limited Functionality Version of Licensed Object Code
     Exhibit G - End User License Agreement

                                       19
<PAGE>

     IN WITNESS WHEREOF, the parties hereto have executed this Agreement as of
the day and year first written above.

NOWONDER, INC.

By: /s/ [illegible]
    ---------------------------

Title: President & CEO
      -------------------------

Date: March 30th, 2000
     --------------------------

SUPPORT.COM

By: /s/ Radha R. Basu
    ---------------------------

Title: CEO & President
       ------------------------
Date: March 30, 2000
      -------------------------
                                       20
<PAGE>

                                   Exhibit A
                                   ---------

                                   Trademarks
                                   ----------


Support.com Trademarks
----------------------

Support.com (and related logos)
SupportAction


In the event Support.com exercises the Option to Purchase:
     Talkback
     Software that talks back
     Activator
     Black Box

Company Trademarks
------------------

NoWonder (and related logos)
NoWonder.com

                                       21
<PAGE>

                                   Exhibit B
                                   ---------

                                Trio Components


This Exhibit B describes the components to be licensed to Support.com in
accordance with the License Agreement.  For each component, all material in its
source form is included, whether textual or not (e.g. Macintosh resources
created and edited in their binary form using an authoring tool such as ResEdit
or Resourceror). The sections below describe the main elements of the Talkback
Client and the Talkback Server. In addition to the items described below,
documentation associated with any demonstrations conducted by Company,
documentation associated with any presentations, and documentation associated
with Talkback including but not limited to common auxiliary pieces, such as make
files, Visual Studio projects and workspaces, miscellaneous build utilities,
product documentation, documentation of sales demonstrations, slides, and
product literature are also included.

A.   Talkback Client


The Talkback Client comprises the components that Talkback-enable an
application. The platforms supported are:

     . 32-Bit Windows Platforms (Win95, Win98, NT, Win2000)
     . MacOS (version 7.5 through 9.x on PowerPC)
     . Solaris (on Sparc)
     . HP-UX
     . Linux (on Intel x86)

All versions of the Talkback Client include the following components:

 . API header file        this .h file is common across all platforms and
                         describes the types, constants, and functions available
                         in the Talkback Client API.

 . Glue code              this platform-dependent file is provided to customers
                         in either source or object form depending on the
                         specific platform. The glue code is statically linked
                         to the Talkback-enabled application and implements the
                         Talkback Client API in stub form. The glue code is
                         responsible for locating and loading the "real" runtime
                         client code in the Talkback Library. All API calls are
                         passed to the Talkback Library.

 . Talkback Library       this is a platform-dependent, dynamically-loaded
                         library used at runtime by Talkback-enabled
                         applications. The dynamic loading mechanism is
                         different for each platform. The library includes all
                         the code to implement the Talkback trigger
                         functionality, crash detection, data collection, black
                         box creation and population, and the API. The library,
                         upon receipt of the FCInitialize() call, inserts itself
                         into the crash notification mechanism appropriate to
                         each platform.
<PAGE>

 . Talkback Transceiver   this is a "true" application, launched by the Talkback
                         Library, the user, or possibly various platform-
                         dependent "startup" mechanisms. It processes new black
                         box files created by the Library, collects some
                         additional information for the black box, interacts
                         with the user if desired, and performs the network
                         communication with the Talkback Server.

 . Test application       each platform has at least one test application used
                         internally for development to exercise the Talkback API
                         and the Client's crash-detection capability.

In addition, the Windows version of the Talkback Client contains some extra
functionality that allows it to be "injected" into an application at runtime
without having to change the source code or statically link any Talkback
components to the application. These components are part of the "injection"
mechanism:

 . Tbmon.exe         this application runs at startup and calls the Win32 API to
               intercept the launching of Windows applications. When an
               application starts, a local list of files names is checked. If
               the application's file name is in the list, then that application
               is "hooked". Tbmon.exe also provides a user interface in the
               System Tray that allows the user to initiate the creation of a
               black box.

 . Tbhook.dll        this dll is "hooked" into the application by tbmon.exe.
               During application startup, this code gets control and
               essentially executes a call to the Talkback API function
               FCInitialize() on behalf of the application. This loads the
               Talkback Library into the process space.

 . Tbselect.exe      this is a small application that allows the user to choose
               which application should be associated with a black box that is
               created by the user outside the context of any particular running
               application. Because black boxes from different application may
               use different configuration settings and may be sent to different
               servers, the user must specify which application the black box is
               for.

In addition to the above, there are miscellaneous items associated with the
Client portions of the Talkback system. Notable items include:

 . Java support           this is Java code that allows a portion of the Talkback
                         Client API to be called from Java applications running
                         on Windows platforms. This is primarily a glue layer
                         that calls the Talkback API via Java's Native Method
                         Invocation mechanism. Java compatibility is not
                         officially supported and this code has not been
                         maintained (although it works). Also, automatic crash
                         detection in Java is not possible, but a reasonable
                         facsimile can be accomplished with a "catch-all" outer-
                         level exception handler that calls the Talkback API

 . Symbol tools           in order to derive symbolic information from a black
                         box when the Talkback-enabled application was not built
                         with embedded debugging information, some of the output
                         from the application build process needs to be stored
                         on the Talkback Server. In addition, this build output
                         sometimes needs to be post-processed in order for the
                         Talkback Server to use it. Various platform-dependent
                         tools are included to convert build output to usable
                         forms.

                                       3
<PAGE>

 . Build tools            each time a Talkback-enabled application is built, a
                         Talkback Manifest file must be created on the Talkback
                         Server and shipped with the application and the
                         Talkback Client components. In addition, symbol
                         information from that particular build of the
                         application needs to be uploaded to the Talkback
                         Server. Various build tools are included (primarily
                         FCUtil.pl, a perl script) to facilitate automating
                         these actions as part of the build process.

 . Plug-in collectors     the Talkback Transceiver supports a plug-in
                         architecture for additional data collection code
                         modules. Plug-ins are platform-specific binary objects
                         in the appropriate shared library form. Some samples
                         are included, as are the plug-ins developed by Company
                         for specific customers.

B    Talkback Server

The Talkback Server runs on Windows NT Server 4.0. (It will run on Windows 2000
with the 3.0 release to Microsoft.) The Server comprises the following:

 . Repeater               this is a web server extension for ISAPI on NT and
                         NSAPI on Solaris. The repeater sits outside the
                         firewall and connects incoming black boxes with the
                         network connection to the Collector. This is an
                         extremely light-weight component and it does not
                         interpret the data; it simply acts as a connection
                         rendezvous to ensure firewall integrity.

 . Collector              this is a NT Service. The Collector communicates with
                         the Talkback Transceiver. It's role is to implement the
                         communication, assign an ID to the incoming black box,
                         store the black box as a file local to the Talkback
                         Server, and register the black box as ready to be
                         processed in the database. As part of the
                         communication, it may assign a client ID, generate and
                         communicate an encryption key, and encrypt/decrypt data
                         over the HTTP link.

 . Digester               this is an NT Service. The Digester polls the database
                         for incoming black boxes to be processed. Incoming
                         black boxes are read from the local file system and put
                         through a series of steps that include annotation and
                         Activator handling. Annotation processes raw data in
                         the black box and generates more useful data which is
                         then stored as a replacement or in addition to the raw
                         data. Annotators are COM servers called by the
                         Digester, the bulk of which are always included and are
                         integral to the operation of Talkback. (However, it is
                         possible to add customer- or application-specific
                         annotation.) One major annotation step is the
                         derivation of symbolic information for stack crawls and
                         similar items. Once annotation is complete, the
                         Digester executes each of the Activators. Each
                         Activator is a COM server. One special Activator is
                         data-driven and implements most of the functions
                         available via the Activator Configuration portion of
                         the web user interface. Other Activators perform
                         specific tasks and have no user interface. The data-
                         driven Activator uses information stored in the
                         database to determine whether incoming black boxes meet
                         the given Activator criteria and, if so, to execute the
                         associated

                                       4
<PAGE>

                         Activator Action. Activator Actions are also COM
                         servers and can be added as desired. Once all
                         Activators have run completely (which may involve
                         delayed retries), the black box is committed to the
                         database. The Digester performs (or orchestrates) the
                         bulk of the incoming processing of black boxes which
                         takes a relatively large amount of time (up to several
                         seconds per black box). In order to scale, any number
                         of Digesters can be run in the save Talkback Server
                         network.

 .  FCExec                this is an NT Service. FCExec monitors all the other NT
                         Services that are part of the Talkback Server and can
                         start, stop, or restart them under administrator-
                         defined conditions. Conditions that can be monitored
                         include lockup, abnormal termination, memory leakage,
                         handle leakage, total run time, and anything else that
                         can be observed with the NT utility PERFMON. FCExec is
                         a failsafe mechanism and safety net to ensure that the
                         Talkback Services can operate without human
                         intervention for extended periods, despite bugs in the
                         operating system or the services themselves.

 .  Web                   most Talkback Server interaction is performed via a
                         standard web browser through network connections to one
                         or more instances of the Talkback Server Web interface.
                         The web interface is implemented primarily with Cold
                         Fusion web pages. The Cold Fusion pages are used to
                         perform some logic, some dynamic HTML generation, and
                         interaction with the bulk of the server-side logic in
                         the form of binary COM servers.

 .  Web Support           these are binary COM objects called by the Cold Fusion
                         pages. Most of the sophisticated logic driven from the
                         web user interface is implemented as C++ classes
                         encased in COM interfaces. This allows them to be
                         called from many application server technologies (Cold
                         Fusion, ASP, HAHT, etc) as well as from other binary
                         components of the Talkback Server. Database
                         interaction, for reporting, querying, or
                         administration, goes through these "helper" COM
                         objects. The "helper" objects use the common classes
                         for database connectivity and object manipulation. All
                         database access is abstracted, as is access to the
                         black boxes and the data elements (called keys) within
                         the black boxes.

 .  Task Manager          this is an NT Service. The Task Manager performs
                         periodic actions for the Talkback Server. Automatic
                         reports that can be sent by email can be scheduled, as
                         well as the removal of old data from the database. In
                         addition, when black boxes are removed from the
                         database via the user interface, they are actually only
                         marked for deletion; the actual deletion occurs as a
                         scheduled task. The Task Manager performs or initiates
                         periodic or scheduled tasks.

 .  Database Setup        these are generally SQL scripts used to create the
                         initial tables and table content needed by the Talkback
                         Server.

 .  Installer             this is the "script" for InstallShield that installs
                         the Talkback Server components onto an NT system.

 .  Integration Modules   these are COM objects registered as Activator Actions.
                         Integration Modules for the Remedy AR System and
                         Peregrine's ServiceCenter have been implemented. Each
                         uses product-specific APIs to create new trouble
                         tickets

                                       5
<PAGE>

                         and to populate them from the contents of the black
                         box. Common classes used in each use XML-based
                         configuration data that describes the mapping between
                         the black box and the trouble ticket. A Windows
                         application is also provided as an
                         authoring/administration tool for the configuration
                         data so that mappings can be easily created and
                         maintained.

 .  Queries               these are text files using an XML-based syntax to
                         describe the reports in the Talkback system. Talkback
                         reports use a format called FCQ (for Full Circle Query)
                         to describe the query parameters of the report. These
                         FCQ files are read and stored in the database during
                         initial server setup and represent the set of default
                         reports.

 .  ServerPrefsConfig     this is a Windows application. A portion of the
                         server's administration parameters are stored in each
                         NT system's registry. This application provides a user-
                         friendly front-end for setting up and maintaining these
                         configuration parameters.

                                       6
<PAGE>

                                   Exhibit C
                                   ---------

                               Company Customers
                               -----------------


The following customers in the Company sales pipeline as of the Effective Date
are as follows:

<TABLE>
<CAPTION>
------------------------------------------------
Company         Company          Company
-------         -------          -------
------------------------------------------------
<S>             <C>              <C>
Clarify         Adobe            Autodesk
------------------------------------------------
Aspect          BMC              Poet
------------------------------------------------
Activision      Sterling         Geocast
------------------------------------------------
FileMaker       Bechtel          Sybase
------------------------------------------------
IBM             Seagate          Acer
------------------------------------------------
Micron          Ford             Intuit
------------------------------------------------
Quicken.com     HP               Netscape
------------------------------------------------
Oracle          Portal           Roadrunner
------------------------------------------------
Morgan Stanley  DLJ
------------------------------------------------
</TABLE>

                                       7
<PAGE>

                                   Exhibit D
                                   ---------

                            Trio Registered Rights
                            ----------------------

Patents, Applications, and Registrations
----------------------------------------
     1.   SYSTEM AND METHOD FOR REMOTELY MONITORING A PLURALITY OF COMPUTER-
BASED SYSTEMS

Serial No. 08/994,840                   Filed: 19-Dec-1997


     2.   SYSTEM AND METHOD FOR AUTOMATICALLY CATEGORIZING AND CHARACTERIZING
DATA DERIVED FROM A COMPUTER-BASED SYSTEM

Serial No. 09/108,273                   Filed: 01-July-1998


Trademarks, Applications, and Registrations
-------------------------------------------
To Be Completed Within (30) Days by Company

Copyrights, Applications, and Registrations
-------------------------------------------
None

                                       8
<PAGE>

                                   Exhibit E
                                   ---------

             Limited Functionality Version of Licensed Object Code
             -----------------------------------------------------

For use in conjunction with the Company Support Website, the functionality of
Trio will be limited in accordance to the following:

     A. Trio Client

          1.   Only versions for Windows, Macintosh, and Linux operating systems
               will be supported. Company will not distribute versions of the
               Trio Client for Solaris or HP-UX operating systems.

          2.   All copies of the Trio Client distributed by Company will use the
               same user interface, as Company may update it from time to time.

          3.   All copies of the Trio client will share a single manifest
               describing the data to be collected by the client; such manifest
               will not be modifiable except by Company Employees.

          4.   The Trio Client will collect information only upon initiation by
               the end user. Non-end user initiated events will not be used to
               initiate data gathering.

          5.   The Trio Client will collect non-runtime information only and
               will not perform application injection to collect application
               specific information. The Trio Client will not collect
               application runtime information, such as stack crawls, register
               contents, parameter values, and local variables.

          6.   The Trio Client may record and capture event and interaction
               histories between the user and the system and applications.

          7.   The Trio Client will communicate only with the Trio Server
               operated by Company in conjunction with the Company Support
               Website, and will send collected Black Box information only to
               that Trio Server.

     B. Trio Server

          1.   Access will be available to the data for only a single Black Box
               at a time. In particular this means users will not be able to
               view lists of available incidents.

          2.   Reports that contain information from multiple Black Boxes will
               not be available. It will not be possible to create or edit
               report definitions.

          3.   No graphic report formats (pie charts, bar charts, etc.) will be
               available.

          4.   The Trio Server will not initiate the creation of trouble tickets
               within call tracking systems.

          5.   The Trio Server web interface will be restricted to disallow
               access to the Server Administration section.

          6.   It will not be possible to create or edit Trio Client
               configurations and Trio Manifest files.

          7.   No access to Trio Activators, plug-in Activator Actions, or plug-
               in Annotators will be provided.

          8.   Web access to the Trio Server will be available only to users
               with registered, validated Company accounts.

          9.   All features of the Trio Server will be accessible by Company
               Employees.

                                       9
<PAGE>

                                   Exhibit F
                                   ---------

Primus Knowledge Solutions, Inc.

ServiceSoft Technologies, Inc.

Computer Associates International, Inc.

Tivoli Systems, Inc.

Microsoft Corporation

Kana Communications, Inc.

Shaman Corp.

all.com, Inc.

Motive Communications, Inc.

Serena Software, Inc.

Wild File and its parent, Adaptec, Inc.

Stac Software, Inc.

Connected Corporation

Aveo, Inc.

                                      10
<PAGE>

                                   Exhibit G
                                   ---------

                          End User License Agreement

This End User License Agreement ("Agreement") is entered into as of  _______
(the "Effective Date") by and between Licensor and you  ("Licensee") and sets
forth the terms and conditions under which Licensor agrees to license software
to Licensee.  Licensor is the entity from which you received the software.

1.   LICENSE.
     -------

1.1  License Grant.  Subject to the terms and conditions of this Agreement,
     -------------
Licensor grants to Licensee and Licensee accepts from Licensor a non-exclusive,
non-transferable, fully paid up, perpetual license to install and use the
software ("Software") on one computer together with any related technical
specification documentation provided by Licensor ("Documentation"; unless
otherwise noted, the Software and Documentation are referred to collectively
herein as "Software"). Licensee may make a reasonable number of copies of the
Software for backup and archival purposes only.

1.2  Restrictions.  Licensee shall not (and shall not allow any third party to)
     ------------
(i) decompile, disassemble, or otherwise reverse engineer (except to the extent
that applicable law prohibits reverse engineering restrictions) or attempt to
reconstruct or discover any source code, underlying ideas, algorithms, file
formats or programming or interoperability interfaces of the Software by any
means whatsoever, (ii) remove any product identification, copyright or other
notices, (iii) provide, lease, lend, use for timesharing, service bureau or
hosting purposes or otherwise use or allow others to use the Software to or for
the benefit of third parties, (iv) modify or incorporate into or with other
software or create a derivative work of any part of the Software, (v)
disseminate information or analysis (including, without limitation, benchmarks)
regarding the quality or performance of the Software from any source, (vi) use
the output or other information generated by the Software (including, without
limitation, output describing the structure of a software program) for any
purpose other than use by the Software in accordance with its specifications, or
(vii) resell, sublicense or distribute to any third-party the Software or any
component thereof. Notwithstanding anything else, Support.com, Inc. retains all
title to, and, except as expressly licensed herein, all rights to the Software,
all copies thereof and all related documentation and materials. Licensee must
reproduce and include the copyright notice and other proprietary notices that
appear on the original Software on any copies and any media thereof made in
accordance with the terms of this Agreement.

2.   Warranty.  SOFTWARE IS PROVIDED "AS IS" AND COMPANY MAKES NO WARRANTY OR
     --------
REPRESENTATION, WHETHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE
IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND
NONINFRINGEMENT. WITH RESPECT TO ANY SOFTWARE, YOU (LICENSEE) BEAR THE ENTIRE
RISK AS TO QUALITY AND PERFORMANCE. SHOULD THE SOFTWARE PROVE DEFECTIVE
FOLLOWING LICENSE, YOU (LICENSEE) (AND NOT THE COMPANY OR ANY DISTRIBUTOR OR
RETAILER) ASSUME THE ENTIRE COST OF ALL NECESSARY SERVICING OR REPAIR.

3.   TERM AND TERMINATION. This Agreement shall expire upon the date set forth
     --------------------
by Licensor. Licensor may terminate this Agreement for cause if Licensee fails
to cure any material breach of this Agreement within thirty (30) days after
written notice of such breach (or immediately in the case of the failure to pay
any amounts in accordance with the payment terms specified herein). All
provisions except Section 1.1 shall survive termination. Upon termination,
Licensee shall immediately cease all use of the Software and return or destroy
all copies of the Software and all portions thereof and so certify to Licensor.
Termination is not an exclusive remedy and all other remedies will be available
whether or not this Agreement is terminated.

4.   Limitation of Liability.  NOTWITHSTANDING ANYTHING IN THIS AGREEMENT TO THE
     -----------------------
CONTRARY, NEITHER LICENSOR, ITS SUPPLIERS OR RESELLERS SHALL BE LIABLE OR
OBLIGATED WITH RESPECT TO ANY SUBJECT MATTER OF THIS AGREEMENT OR UNDER
CONTRACT, NEGLIGENCE, STRICT LIABILITY OR ANY OTHER LEGAL OR EQUITABLE THEORY
(I) FOR ANY AMOUNTS IN EXCESS IN THE AGGREGATE OF THE FEES PAID TO LICENSOR BY
LICENSEE WITH RESPECT TO THE COPIES OF SOFTWARE THAT ARE THE SUBJECT OF THE
CLAIM DURING THE TWELVE MONTH PERIOD PRIOR TO THE CAUSE OF ACTION, (II) FOR ANY
SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES (INCLUDING, WITHOUT LIMITATION, FOR
ANY COST OF PROCUREMENT OF SUBSTITUTE GOODS, TECHNOLOGY, SERVICES OR RIGHTS);
(III) FOR INTERRUPTION OF USE OR LOSS OR CORRUPTION OF DATA; OR (IV) FOR ANY
MATTER BEYOND ITS REASONABLE CONTROL. SOME STATES DO NOT ALLOW THE EXCLUSION OR
LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATIONS AND
EXCLUSIONS MAY NOT APPLY TO LICENSEE.

5.   RIGHT TO AUDIT.  On Licensor's written request Licensee shall furnish
     --------------
Licensor with a signed certification certifying that the Software is being used
pursuant to the terms of this Agreement including any copy and user limitations.

                                      11
<PAGE>

6.   No Export; Government Use.  Licensee will not remove or export from the
     -------------------------
United States or reexport from anywhere any part of the Software or any direct
product thereof except in compliance with and with all applicable export laws
and regulations, including without limitation, those of the U.S. Department of
Commerce. Licensee warrants that it is not on the United States' prohibited
party list and not located in or a national resident of any country on the
United States' prohibited country list. As defined in Federal Acquisitions
Regulations (or otherwise), the Software is a "commercial item" and commercial
computer software" and commercial computer software documentation" and any use,
modification, reproduction, release, performance, display, or disclosure of such
software or documentation by the U.S. Government shall be governed solely by the
express terms of this Agreement. Licensee acknowledges that the Software
contains encryption technology, export of which is restricted by the U.S. and
certain foreign laws.

7.   Privacy. The Software contains features which may allow Licensor to collect
     -------
data from, control and or/monitor computers running the Software without notice
to or knowledge by Licensee. Licensee hereby acknowledges such features and is
responsible for familiarizing itself with such features.

8.   GENERAL PROVISIONS.
     ------------------

8.1  Remedies and Legal Actions.  The failure of either party to insist, in any
     --------------------------
one or more instances, upon the performance of any of the terms, covenants, or
conditions of this Agreement or to exercise any right hereunder, shall not be
construed as a waiver or relinquishment of the future performance of any rights,
and the obligations of the party with respect to such future performance shall
continue in full force and effect. The remedies under this Agreement shall be
cumulative and not alternative and the election of one remedy for a breach shall
not preclude pursuit of other remedies unless as expressly provided in this
Agreement. This Agreement shall be governed in all respects by the substantive
laws of the State of California, United States of America (excluding conflict of
laws rules) as applied to agreements entered into and to be performed entirely
within the State of California between California residents, without regard to
the U.N. Convention on Contracts for the International Sale of Goods. Any
dispute regarding this Agreement shall be subject to the exclusive jurisdiction
of the California state courts in and for Santa Clara County, California or, if
there is federal jurisdiction, the United States District Court for the Northern
District of California, and the parties agree to submit to the personal and
exclusive jurisdiction and venue of these courts. The prevailing party in any
legal action brought by one party against the other and arising out of this
Agreement will be entitled, in addition to any other rights and remedies it may
have, to reimbursement for its expenses, including court costs and reasonable
attorneys' fees. Support.com is an express third party beneficiary of this
Agreement and can enforce this agreement as if a party hereto. If any covenant
set forth in this Agreement is determined by any court to be unenforceable by
reason of its extending for too great a period of time or by reason of its being
too extensive in any other respect, such covenant shall be interpreted to extend
only for the longest period of time and to otherwise have the broadest
application as shall be enforceable.

8.2  Assignment.  Licensee shall not assign or otherwise transfer any of its
     ----------
rights, obligations or licenses hereunder without the prior written consent of
Support.com, including any assignment by operation of law as a result of the
merger or acquisition of Licensee. Subject to the foregoing, the provisions of
this Agreement shall apply to and bind the successors and permitted assigns of
the parties.

8.3  Entire Agreement; Headings.  This Agreement, together with all exhibits and
     --------------------------
schedules hereto, constitutes the complete, final and exclusive statement of the
terms of the Agreement among the parties pertaining to the subject matter hereof
and supersedes all prior agreements, understandings, negotiations and
discussions of the parties. No modification or rescission of this Agreement
shall be binding unless executed in writing by the party to be bound thereby.
The descriptive headings of this Agreement are intended for reference only and
shall not affect the construction or interpretation of this Agreement.

8.4  Force Majeure.  Either party shall be excused from any delay or failure in
     -------------
performance hereunder, except the payment of monies by Licensee caused by reason
of any occurrence or contingency beyond its reasonable control, including but
not limited to, acts of God, earthquake, floods, lightning, labor disputes and
strikes, other labor or industrial disturbances, riots, war, acts of the public
enemy, insurrections, embargoes, blockages, regulations or orders of any
government, agency or subdivision thereof, shortages of materials, rationing,
utility or communication failures, casualty, novelty of product manufacture or
other unanticipated product development problems, and governmental requirements.
The obligations and rights of the party so excused shall be extended on a
day-to-day basis for the period of time equal to that of the underlying cause of
the delay; provided that such party shall give notice of such force majeure
event to the other party as soon as reasonably possible.

8.5  Notices; Authority.  All notices required or permitted to be given by one
     ------------------
party to the other under this Agreement shall be sufficient if sent by either
certified mail, return receipt requested, telegram or hand delivered to the
parties. All notices shall be effective upon receipt. Each party represents that
all corporate action necessary for the authorization, execution and delivery of
this Agreement by such party and the performance of its obligations hereunder
has been taken.

IN WITNESS WHEREOF, the parties have caused this Agreement to be duly executed
and delivered as of the day set forth above.

ACCEPTED BY:

                                      12
<PAGE>

Licensee: ___________________________      Licensor: ___________________________

Name:     ___________________________      Name:     ___________________________

Title:    ___________________________      Title:    ___________________________

Date:     ___________________________      Date:     ___________________________

                                      13