Amendment No. 1 to Amended and Restated Rights Agreement



 Exhibit 4.1 
 AMENDMENT NO. 1 TO THE AMENDED AND RESTATED RIGHTS
AGREEMENT 
 This Amendment No. 1 to the Amended and Restated Rights Agreement dated as of
January 13, 2009 (this “Amendment”) is entered into as of December 22, 2009 (the “Effective Date”), by and between KANA Software, Inc., a Delaware corporation (the
“Company”) and Computershare Trust Company, N.A., a federally chartered trust company, as Rights Agent (the “Rights Agent”). 
 RECITALS 
 WHEREAS, the Company and the
Rights Agent are parties to that certain Amended and Restated Rights Agreement dated as of January 13, 2009 (the “Agreement”), by and between the Company and the Rights Agent. Capitalized terms used but not defined
herein shall have the meaning ascribed to such terms in the Agreement. 
 WHEREAS, the parties hereto desire to amend this
Agreement to modify (i) Section 13(a)(iii) of the Agreement such that a sale of more than 50% of the assets or earning power of the Company and its Subsidiaries to Kay Technology Corp, Inc. does not constitute a Flip-over Event and
(ii) certain other provisions to clarify that the Rights become exercisable immediately upon a Person becoming an Acquiring Person. 
 WHEREAS, pursuant to Section 27 of the Agreement, the Company may in its sole and absolute discretion, and the Rights Agent will, if the Company so directs, supplement or amend any provision
of this Agreement in any respect without the approval of any holders of Rights or Common Shares, any such supplement or amendment to be evidenced by a writing signed by the Company and the Rights Agent. 
 NOW, THEREFORE, for good and valuable consideration, the receipt and sufficiency of which are hereby acknowledged, the parties hereto hereby
agree as follows: 
 1. Amendments.  
 1.1. Section 1(h) of the Agreement is hereby amended and restated as follows: 
 “(h) “Distribution Date” means the Close of Business on the tenth calendar day following the Share Acquisition Date, or such earlier date, on or after the Share Acquisition Date, as may be determined by the
Board of Directors of the Company.” 
 1.2. Section 5(b) of the Agreement is hereby amended and restated as
follows: 
 “(b) On and after the Distribution Date, receipt by the Rights Agent of notice to that effect and all other
relevant information referred to in Section 3(d), the Rights Agent will keep or cause to be kept, at the office of the Rights Agent designated for such purpose and at such other offices as may be required to comply with any applicable law or
with any rule or regulation made pursuant thereto or with any rule or regulation of any stock exchange or any transaction reporting system on which the Rights may from time to time be listed or quoted, books for registration and transfer of the
Right Certificates issued hereunder. Such books will show the names and addresses of the respective holders of the Right Certificates, the number of Rights evidenced on its face by each of the Right Certificates and the date of each of the Right
Certificates.” 







 1.3. Section 9(e) of the Agreement is hereby amended and restated as follows:

 “(e) If the Company determines that registration under the Securities Act is required, then the Company shall use its
best efforts (i) to file, as soon as practicable following the later of the Share Acquisition Date and the Distribution Date, on an appropriate form, a registration statement under the Securities Act with respect to the securities issuable upon
exercise of the Rights, (ii) to cause such registration statement to become effective as soon as practicable after such filing and (iii) to cause such registration statement to remain effective (with a prospectus at all times meeting the
requirements of the Securities Act) until the earlier of (A) the date as of which the Rights are no longer exercisable for such securities and (B) the Expiration Date. The Company will also take such action as may be appropriate under, or
to ensure compliance with, the securities or “blue sky” laws of the various states in connection with the exercisability of the Rights. The Company may suspend the exercisability of the Rights in order to prepare and file such registration
statement and to permit it to become effective or to qualify the Rights, the exercise thereof or the issuance of Company Common Shares upon the exercise thereof under state securities or “blue sky” laws. Upon any such suspension, the
Company will issue a public announcement stating that the exercisability of the Rights has been suspended, as well as a public announcement at such time as the suspension is no longer in effect. The Company shall notify the Rights Agent in writing
whenever it makes a public announcement pursuant to this Section 9(e) and give the Rights Agent a copy of such announcement. In addition, if the Company determines that a registration statement or other document should be filed under the
Securities Act or any state securities laws on or following the Distribution Date, the Company may suspend the exercisability of the Rights in each relevant jurisdiction until such time as a registration statement has been declared effective or any
such other document filed and, if required, approved, and, upon any such suspension, the Company will issue a public announcement stating that the exercisability of the Rights has been suspended, as well as a public announcement at such time as the
suspension is no longer in effect. Notwithstanding anything in this Agreement to the contrary, the Rights will not be exercisable in any jurisdiction if the requisite registration or qualification in such jurisdiction has not been effected or the
exercise of the Rights is not permitted under applicable law.” 
 1.4. Section 13(a)(iii) of the Agreement is
hereby amended and restated as follows: 
 “(iii) at any time after a Person has become an Acquiring Person, the Company,
directly or indirectly, sells or otherwise transfers (or one or more of its Subsidiaries sells or otherwise transfers), in one or more transactions, assets or earning power (including without limitation securities creating any obligation on the part
of the Company and/or any of its Subsidiaries) representing in the aggregate more than 50% of the assets or earning power of the Company and its Subsidiaries (taken as a whole) to any Person or Persons (other than the Company or one or more of its
wholly owned Subsidiaries or Kay Technology Corp, Inc.); then, and in each such case, proper provision will be made so that from and after the latest of the Distribution Date and the date of the occurrence of such Flip-over Event (A) each
holder of a Right thereafter has the right to receive, upon the exercise thereof in accordance with the terms of this Agreement at an exercise price per Right equal to the product of the then-current Purchase Price multiplied by the 







 number of one one-hundredths of a Preferred Share for which a Right was exercisable immediately prior to the
Share Acquisition Date, such number of duly authorized, validly issued, fully paid, non assessable and freely tradeable Common Shares of the Issuer, free and clear of any liens, encumbrances and other adverse claims and not subject to any rights of
call or first refusal, as equals the result obtained by (x) multiplying the then-current Purchase Price by the number of one one-hundredths of a Preferred Share for which a Right is exercisable immediately prior to the Share Acquisition Date
and dividing that product by (y) 50% of the current per share market price of the Common Shares of the Issuer (determined pursuant to Section 11(d)), on the date of the occurrence of such Flip-over Event; (B) the Issuer will
thereafter be liable for, and will assume, by virtue of the occurrence of such Flip-over Event, all the obligations and duties of the Company pursuant to this Agreement; (C) the term “Company” will thereafter be deemed to refer to the
Issuer; and (D) the Issuer will take such steps (including without limitation the reservation of a sufficient number of its Common Shares to permit the exercise of all outstanding Rights) in connection with such consummation as may be necessary
to assure that the provisions hereof are thereafter applicable, as nearly as reasonably may be possible, in relation to its Common Shares thereafter deliverable upon the exercise of the Rights.” 
 1.5 Section 16(b) of the Agreement is hereby amended and restated as follows: 
 “(b) On and after the Distribution Date, the Right Certificates are transferable only on the registry books of the Rights Agent if
surrendered at the office of the Rights Agent designated for such purpose, duly endorsed or accompanied by a proper instrument or transfer;” 
 1.6 Section 24(a) of the Agreement is hereby amended and restated as follows: 
 “(a) The Board of Directors of the Company may, at its option, at any time on or after the Distribution Date, exchange all or part of the then-outstanding and exercisable Rights (which will not include Rights that have become void
pursuant to the provisions of Section 11 (a)(ii)) for Common Shares at an exchange ratio of one Common Share per Right, appropriately adjusted to reflect any stock split, stock dividend or similar transaction occurring after the Record Date
(such exchange ratio being hereinafter referred to as the “Exchange Ratio”). Any such exchange will be effective immediately upon the action of the Board of Directors of the Company ordering the same, unless such action of
the Board of Directors of the Company expressly provides that such exchange will be effective at a subsequent time or upon the occurrence or nonoccurrence of one or more specified events (in which case such exchange will be effective in accordance
with the provisions of such action of the Board of Directors of the Company). Notwithstanding the foregoing, the Board of Directors of the Company will not be empowered to effect such exchange at any time after any Person (other than the Company,
any Related Person or any Exempt Person), who or which, together with all Affiliates and Associates of such Person, becomes the Beneficial Owner of 50% or more of the then-outstanding Common Shares.” 
 1.7 Section 24 of the Agreement is hereby amended to add the following provision as subsection (d) thereof. 
 “(d) Upon declaring an exchange pursuant to this Section 24, or as promptly as reasonably practicable thereafter, the Board of
Directors of the Company may direct the Company to enter into a Trust Agreement (the “Trust Agreement”) in substantially the form 







 attached hereto as Exhibit D. If the Board of Directors of the Company so directs the Company to
enter into the Trust Agreement, at such time specified in the Trust Agreement (the “Effective Time”), the Company shall issue to the trust created by the Trust Agreement (the “Trust”) all of the Common
Shares and other securities, if any, distributable pursuant to such exchange, along with any dividends or distributions made on such shares or other securities after the Effective Time, and all stockholders entitled to distribution of such shares or
other securities (and any dividends or distributions made thereon after the Effective Time) shall be entitled to receive distribution of such shares or other securities (and any dividends or distributions made thereon after the Effective Time) from
the Trust solely upon compliance with all relevant terms and provisions of the Trust Agreement.” 
 1.8. The Agreement is
amended by adding the form of Trust Agreement attached hereto as Exhibit A as Exhibit D of the Agreement. 
 1.9. The
form of Right Certificate is amended and restated in its entirety in the form attached hereto as Exhibit B. 
 1.10. The
Summary of Rights to Purchase Preferred Stock is amended and restated in its entirety in the form attached hereto as Exhibit C. 
 2.
Compliance Certification and Direction. The undersigned officer of the Company, being a duly authorized officer of the Company, hereby certifies to the Rights Agent that this Amendment is in compliance with Section 27 of the
Agreement and hereby directs the Rights Agent to execute this Amendment. 
 3. Effect of Amendment; Full Force and Effect. Except as set
forth herein, the terms and conditions of the Original Agreement shall otherwise remain unmodified and remain in full force and effect. 
 [Signature page follows] 







 IN WITNESS WHEREOF, the parties hereto have executed this Amendment as of the date first
above written. 
  

			
	 COMPANY:

	
	 KANA SOFTWARE, INC.

		
	 By:
	 	 /s/ Michael S. Fields

	 Name:
	 	 Michael S. Fields

	 Title:
	 	 Chief Executive Officer



  

			
	 RIGHTS AGENT:
  
 COMPUTERSHARE TRUST
 COMPANY, N.A.


		
	 By:
	 	 /s/ Dennis V. Moccia

	 Name:
	 	 Dennis V. Moccia

	 Title:
	 	 Manager, Contract Administration










 EXHIBIT A 
 FORM OF TRUST AGREEMENT 
 TRUST AGREEMENT

 TRUST AGREEMENT dated as of
[                    ] (this “Trust Agreement” or this “Agreement”) between Kana Software, Inc., a Delaware corporation,
as depositor (the “Depositor”), and [                    ], a Delaware banking corporation, as trustee (the “Trustee”).

 W I T N E S S E T H: 
 WHEREAS, the Depositor is a party to that certain Amended and Restated Rights Agreement between the Depositor and Computershare Trust
Company, N.A., as Rights Agent (as amended, amended and restated and supplemented from time to time, the “Rights Agreement”); 
 WHEREAS, capitalized terms used but not defined herein shall have the meaning ascribed to such terms in the Rights Agreement; 
 WHEREAS, the Board of Directors of the Depositor previously delegated its full power and authority to the Review Committee of the Board of Directors of the Depositor (the “Review Committee”) to
take all actions the Review Committee deemed necessary or advisable under the Rights Agreement, including making any and all determinations thereunder and declaring an exchange of rights pursuant to the terms thereof; 
 WHEREAS, on [insert date of determination of Stock Acquisition Date by the Review Committee], the Review Committee determined that [insert
name of Acquiring Person], together with their Affiliates and Associates (as defined in the Rights Agreement), became Acquiring Persons (as defined in the Rights Agreement) under the Rights Agreement and further determined that such Acquiring
Persons were not Exempt Persons (as defined in the Rights Agreement); 
 WHEREAS, on [insert date of determination of Stock
Acquisition Date by the Review Committee], the Review Committee determined that the Stock Acquisition Date (as defined in the Rights Agreement) under the Rights Agreement was [insert Stock Acquisition Date], and a Flip-in Event (as defined in the
Rights Agreement) occurred under the Rights Agreement on [insert date of Flip-in Event]; 
 WHEREAS, as of the occurrence of a
Flip-in Event, the rights to purchase the Depositor’s Series A Junior Participating Preferred Stock under the Rights Agreement (the “Rights”) were outstanding (other than such Rights formerly held by [insert name of Acquiring
Person] and their Affiliates and Associates, which Rights became void pursuant to Section 11(a)(ii) of the Rights Agreement); 
 WHEREAS, pursuant to Section 24 of the Rights Agreement, the Review Committee declared an exchange (the “Exchange”) of all Rights held of record as of [insert Exchange Record Date] (the “Exchange Record Date”)
(other than any Rights that became void pursuant to Section 11(a)(ii) of the Rights Agreement) at an exchange ratio of one share of the Depositor’s 
  

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 common stock, par value $0.001 per share (the “Common Stock”), per Right; provided, however, that
the Review Committee resolved that any “Person” (as defined in the Rights Agreement) (other than Trilogy, Versata and any Affiliates and Associates thereof) who had purchased or received a transfer of shares of Common Stock prior to the
Exchange Record Date (and has not subsequently sold, transferred or otherwise disposed of such shares), but who had not become the record holder of such shares as of the Exchange Record Date due to the settlement of such purchase not having become
effective as of the Exchange Record Date was entitled to receive, upon such settlement, the shares issuable upon the exchange for the rights associated with the shares subject to the purchase; provided, further, that the Review Committee further
resolved that any Person who had sold shares of Common Stock prior to the Exchange Record Date but who continued to be reflected on the books and records of the Depositor as the record holder of such shares due to the settlement of such sale not
having become effective as of the Exchange Record Date was not entitled to receive the shares issuable upon the exchange for the rights associated with the shares subject to the sale (the Persons entitled to participate in the Exchange being
hereinafter referred to as “Exchange Participants”); 
 WHEREAS, the Depositor has previously arranged for the
accounts of all Exchange Participants who hold their shares in “street name” and who have submitted (or who have had submitted on their behalf) proper instructions to
[                    ] (the “Transfer Agent”), in its capacity as transfer agent and exchange agent, and/or the Depositary Trust
Company on or before [                    ], to be credited with the Exchange Shares distributable thereto; 
 WHEREAS, the Depositor has previously arranged for the Transfer Agent to distribute to the Exchange Participants who are stockholders of
record and who have been identified by the Depositor as a non-Acquiring Person the Exchange Shares distributable to such Exchange Participants via book-entry; 
 WHEREAS, following the distribution of Exchange Shares on [insert date of Initial Distribution], as described in the two immediately preceding paragraphs (the “Initial Distribution”), there
remained a number of Exchange Shares distributable to Exchange Participants pursuant to the Exchange; 
 WHEREAS, to provide for
an orderly and efficient completion of the Exchange, and to ensure that only those entitled to distribution of shares of Common Stock pursuant to the Exchange receive distribution of such shares, the Depositor desires to form a trust to hold and
distribute the remaining shares of Common Stock distributable pursuant to the Exchange in accordance with the terms of this Agreement; and 
 WHEREAS, the Trustee is willing to accept the duties and obligations imposed hereby on the terms and conditions set forth herein. 
 NOW, THEREFORE, in consideration of the mutual agreements herein contained and other good and valuable consideration, the receipt and
sufficiency of which are hereby acknowledged, the parties hereto agree as follows: 
  

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 ARTICLE I 
 ORGANIZATION 
 SECTION 1.1 Creation
of Trust. The Depositor and the Trustee hereby create a trust (the “Trust”) on the terms and conditions set forth herein for the benefit of the Depositor. The Trust shall be known as “KANA 20[    ]
Rights Exchange Trust,” in which name the Trustee may conduct the business of the Trust, make and execute contracts, and sue and be sued. It is the intention of the parties hereto that the Trust created hereby constitute a statutory trust under
Chapter 38 of Title 12 of the Delaware Code, 12 Del. C. § 3801 et seq. (the “Delaware Statutory Trust Act”) and that this Agreement constitute the governing instrument of the Trust. The Trustee is hereby authorized and directed
to execute and file a certificate of trust with the Secretary of State of the State of Delaware in the form attached hereto as Exhibit A. 
 SECTION 1.2 Situs of Trust. The Trust will be located and administered in the State of Delaware. The only office of the Trust will be at the Corporate Trust Office of the Trustee within the
State of Delaware. 
 SECTION 1.3 Appointment of Trustee. The Depositor hereby appoints the Trustee as trustee of
the Trust, effective immediately following the Initial Distribution (the “Effective Time”), to have all the rights, powers and duties set forth herein. The Trustee hereby accepts such appointment and declares that it will hold the Trust
Estate (as defined herein) upon the trusts set forth herein and for the use and benefit of the Beneficiaries (as defined herein). 
 SECTION 1.4 Purposes and Powers of the Trust. The purposes of the Trust are, and the Trust shall have the power and authority, to engage in the following activities: 
 (a) to accept and hold the Trust Estate; 
 (b) to distribute the Trust Estate to the Beneficiaries pursuant to the terms hereof; and 
 (c) to engage in those activities that are necessary, suitable or convenient to accomplish the foregoing or are incidental thereto or connected therewith. 
 SECTION 1.5 Transfer to Trust. At the Effective Time, the Depositor shall transfer and deposit into the Trust, for the
purposes set forth herein, that number of shares of Common Stock equal to (a) the total number of shares of Common Stock issued pursuant to the Exchange less (b) that number of shares of Common Stock distributed in connection with the
Initial Distribution. Such deposit, together with any dividends or distributions thereon made after the Effective Time and all other assets or rights held from time to time by the Trust, shall constitute the “Trust Estate.” In connection
with such initial deposit, at the Effective Time, the Depositor shall deliver, or cause to be delivered, to the Trustee written confirmation of the number of shares of Common Stock that have been issued in the name of the Trust. In connection with
each deposit made after the Effective Time, the Depositor shall deliver, or cause to be delivered, to the Trustee a written notice describing the assets so deposited and the rights of the Beneficiaries with respect thereto. 
  

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 SECTION 1.6 Title to Trust Property. Legal title to the Trust Estate shall be
vested at all times in the Trust as a separate legal entity except where applicable law in any jurisdiction requires title to any part of the Trust Estate to be vested in a trustee or trustees, in which case title shall be deemed to be vested in the
Trustee, a co-trustee and/or a separate trustee, as the case may be. 
 ARTICLE II 
 BENEFICIARIES 
 SECTION 2.1 Beneficiaries. The Exchange Participants who have not received Exchange Shares pursuant to the Initial Distribution shall automatically, and without any action being required of
such Persons, be the beneficial owners (each, a “Beneficiary” and collectively, the “Beneficiaries”) of the Trust, each owning the same number of Beneficial Interest Units as shares of Common Stock distributable to such
Beneficiary pursuant to the Exchange (together with any dividends and distributions thereon made after the Effective Time). For purposes of this Trust Agreement, “Beneficial Interest Units” shall mean equal units of the undivided
beneficial interest (as provided in this Trust Agreement) of the Beneficiaries in the Trust Estate. The Beneficial Interest Units shall be uncertificated. For the avoidance of doubt, [insert name of Acquiring Person] and any Affiliates or Associates
thereof shall not be Beneficiaries of the Trust. 
 SECTION 2.2 Transfer of Beneficial Interest Units. Beneficial
Interest Units may not be transferred in any manner whatsoever (including, without limitation, by sale, exchange, gift, pledge or creation of a security interest) except (a) by bequest or inheritance in the case of an individual Beneficiary, or
(b) by operation of law. 
 ARTICLE III 
 DECLARATION OF TRUST 
 SECTION 3.1 Declaration of
Trust. The Trustee hereby declares that it will hold the Trust Estate and all other assets and documents delivered to it pursuant to this Trust Agreement, in trust upon and subject to the conditions set forth herein for the use and benefit of
the Beneficiaries. The Trust is being established by the Depositor for the protection and conservation of the Trust Estate. 
 ARTICLE IV 
 DISTRIBUTIONS OF TRUST ESTATE 
 SECTION 4.1 Distributions. Each Beneficial Interest Unit shall entitle the holder thereof to distribution of a like number of
shares of Common Stock from the Trust upon the terms and conditions provided herein, plus any dividends or distributions on the underlying shares of Common Stock made after the Effective Time. The Trustee shall distribute shares of Common Stock
(plus any dividends or distributions on the underlying shares of Common Stock made after the Effective Time) to a Beneficiary that has complied with Section 4.2 hereof as 
  

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 promptly as practicable following the date on which such Beneficiary has provided the Trustee with the
certification required by Section 4.2 hereof. [Upon receipt of the certification of a Beneficiary required by Section 4.2 hereof, the Trustee shall (i) notify the Transfer Agent (or any successor transfer agent) and the Depositor of
the name of such Beneficiary and the number of shares of Common Stock requested by such certifying Beneficiary and (ii) submit a transfer instruction, in the form attached hereto as Exhibit B, to the Transfer Agent such successor
transfer agent, directing the transfer of the requested number of shares of Common Stock held by the Trust to the certifying Beneficiary.] Upon the distribution of shares of Common Stock (plus any dividends or distributions on the underlying shares
of Common Stock made after the Effective Time) to a Beneficiary such Beneficiary’s Beneficial Interest Units shall be automatically terminated and such Beneficiary will cease to be a Beneficiary of the Trust thereupon. [In the event that there
are insufficient shares of Common Stock or other assets held by the Trust to honor all requests for distribution made in compliance with this Agreement and received by the Trustee, the Trustee shall notify the Depositor of such deficiency, and the
Depositor shall use its best efforts to cause to be issued or delivered to the Trust such number of shares and such other assets as shall be necessary to satisfy such deficiency.] 
 SECTION 4.2 Certification of Beneficiary Status. As a condition to its receipt of any distribution from the Trust, each
Beneficiary that is or was a registered owner of Common Stock on the books and records of the Depositor must provide the Trustee with the certification as to Beneficiary status in the form attached hereto as Exhibit C, and each
Beneficiary that holds or held its shares beneficially in “street name” must provide the Trustee with the certification as to Beneficiary status in the form attached hereto as Exhibit D. The Trustee shall be fully protected in
relying upon such certification and shall have no duty or obligation to verify the status of a Beneficiary or the accuracy of such Beneficiary’s claim to its respective portion of the Trust Estate. Notwithstanding anything to the contrary set
forth herein, the Depositor, in its absolute discretion, may exempt any Beneficiary from the requirement to provide any such certification by furnishing to the Trustee written notice specifying the identity of the Beneficiary and the number of
Beneficial Interest Units held thereby and representing that the Depositor has declared such Beneficiary to be exempt from such requirement (and the Trustee, in making a distribution to any such Beneficiary, shall be fully protected in relying on
the Depositor’s representation that such Beneficiary is exempt from such requirement). Upon receipt of any such notice, the Trustee shall distribute to the relevant Beneficiary that portion of the Trust Estate represented by such
Beneficiary’s Beneficial Interest Units and, upon such distribution, such Beneficiary’s Beneficial Interest Units shall be automatically terminated and such Beneficiary shall cease to be a Beneficiary of the Trust. 
 SECTION 4.3 Dividends. 
 4.3.1 Cash Dividends. The Trustee shall receive and hold, subject to the terms of this Agreement, any dividends or distributions declared and paid on the shares included in the Trust Estate
(which dividends or distributions shall become part of the Trust Estate) and shall distribute such dividends or distributions to the Beneficiaries in proportion to their respective interests therein in accordance with the terms of this Agreement,
such distribution to be equivalent to the dividends or distribution which each respective holder would have otherwise been entitled to receive had such shares not then been included in the Trust Estate at the time of the payment of the dividend or
distribution. [Payment of any such dividends or distributions shall

  

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be made by check or wire transfer as a one-time disbursement at the time of the distribution to such Beneficiary of its respective portion of the Trust Estate.] 
 4.3.2 Trust Account; Money Need Not Be Segregated. (a) If the Trustee shall receive any dividends or distributions on the
Trust Estate, the Trustee shall establish and maintain with itself a non-interest bearing trust account (the “Trust Account”), into which it shall deposit, on the same day as received, such dividends or distributions and any future
dividends or distributions received by it, for disbursement to the Beneficiaries in accordance with Section 4.3.1 above. No monies received by the Trustee need be segregated in any manner except to the extent required by law, and the Trustee
shall not be liable for any interest thereon. 
 4.3.3 Stock Dividends. The Trustee shall receive and hold,
subject to the terms of this Agreement, any securities of the Depositor issued in respect of the shares included in the Trust Estate by reason of any capital reorganization, stock split, combination, stock dividend or other distribution, including
through any exchange of rights (which securities shall become part of the Trust Estate), and shall deliver such securities to the Beneficiaries in proportion to their respective interests therein in accordance with the terms of this Agreement.

 4.3.4 Merger, Consolidation and Dissolution. In connection with any merger, consolidation or dissolution
involving the Depositor or any shares of Common Stock of the Depositor or other voting securities held in the Trust immediately prior to the effective time of such merger, consolidation or dissolution, such shares of Common Stock and other voting
securities, if any, shall be converted at the effective time of such merger or consolidation into shares of stock or other equity interests of the surviving or resulting entity of such merger or consolidation on the same terms as are provided for
all other shares of Common Stock of the Depositor or voting securities under the agreement of merger or consolidation, as the case may be, or shall be converted at the effective time of such merger or dissolution into the right to receive the
consideration payable in connection with such merger or dissolution on the same terms as are provided for all other shares of Common Stock of Depositor or voting securities under the agreement of merger or plan of dissolution, as the case may be,
and the Trustee shall hold all shares or other equity interests of the surviving or resulting entity into which the shares of Common Stock or other voting securities were directly converted (which shares or other equity interests shall become part
of the Trust Estate), or shall take all actions necessary to receive and hold the consideration payable in connection with any merger or dissolution (which consideration shall become part of the Trust Estate), in each case for the benefit of the
Beneficiaries, and shall deliver such shares or other equity interests or such consideration, as the case may be, to the Beneficiaries in proportion to their respective interests therein in accordance with the terms of this Agreement. If the Trustee
shall receive cash as consideration in connection with any transaction described in this Section 4.3.4, the Trustee shall establish and maintain with itself a non-interest bearing Trust Account into which it shall deposit, on the same day as
received, the amount received by it, for disbursement to the Beneficiaries in accordance with this Agreement. 
  

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 ARTICLE V 
 DEPOSITOR’S AGREEMENTS 
 The Depositor
acknowledges and agrees as follows: 
 SECTION 5.1 Compensation and Indemnification of the Trustee. The Depositor
hereby agrees to (i) compensate the Trustee in accordance with a separate fee agreement with the Trustee, (ii) reimburse the Trustee for all reasonable expenses (including reasonable fees and expenses of counsel and other experts) and
(iii) indemnify, defend and hold harmless the Trustee and any of the officers, directors, employees and agents of the Trustee (the “Indemnified Persons”) from and against any and all losses, damages, liabilities, claims, actions,
suits, costs, expenses, disbursements (including the reasonable fees and expenses of counsel), taxes and penalties of any kind and nature whatsoever (collectively, “Liabilities”), to the extent that such Expenses arise out of or are
imposed upon or asserted at any time against such Indemnified Persons with respect to the performance of this Trust Agreement, the creation, operation or termination of the Trust or the transactions contemplated hereby; provided, however, that the
Depositor shall not be required to indemnify any Indemnified Person for any Liabilities which are a result of the willful misconduct of such Indemnified Person or the bad faith violation by such Indemnified Person of the implied contractual covenant
of good faith and fair dealing. To the fullest extent permitted by law, Liabilities to be incurred by an Indemnified Person shall, from time to time, be advanced by, or on behalf of, the Depositor prior to the final disposition of any matter upon
receipt by the Depositor of an undertaking by, or on behalf of, such Indemnified Person to repay such amount if it shall be determined that the Indemnified Person is not entitled to be indemnified under this Trust Agreement. This Section shall
survive the termination of the Trust and the Trust Agreement. 
 ARTICLE VI 
 CONCERNING THE TRUSTEE 
 SECTION 6.1 Authority of Trustee; Voting. 
 6.1.1 General
Authority. The Trustee is hereby authorized to take all actions required of it pursuant to this Trust Agreement, including, without limitation, executing and delivering, on behalf of the Trust, each certificate or other document attached to this
Trust Agreement as an exhibit and any other amendment or other agreement or instrument described herein, all as approved by the Depositor, as evidenced conclusively by the Trustee’s execution thereof. In addition to the foregoing, the Trustee
is authorized, but shall not be obligated, to take such actions as the Depositor may from time to time direct in writing. 
 6.1.2 Voting. The Trustee shall hold any and all shares of Common Stock and any other voting securities of the Depositor (the “voting securities”) included in the Trust Estate under the terms and conditions of this
Agreement. The Trustee shall, on behalf of the Trust, have full power and authority, and is hereby fully and exclusively empowered, authorized and obligated: (i) to vote in person or by proxy all such voting securities at all meetings of the
stockholders of the Depositor, or (ii) to give written consents in lieu of voting such shares at a 
  

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 meeting of the stockholders of the Depositor, in either case in respect of any and all matters on which such
shares are entitled to vote under the certificate of incorporation of the Depositor or applicable law, including, but not limited to, the election of directors, any merger or consolidation, the sale of all or substantially all of the
Depositor’s assets, a dissolution of the Depositor and any amendments to the Depositor’s certificate of incorporation. The Trustee shall have no authority or obligation to exercise discretion in respect of the vote to be cast, but instead
shall vote (in person or by proxy or by written consent) such voting securities on any matter on which such shares are so entitled to vote in the same proportion as all voting securities of the Depositor (other than the voting securities included in
the Trust Estate) are voted on such matter. The Trustee’s power and obligation to vote such voting securities held under this Agreement and to give written consents in respect thereof pursuant to this Agreement shall be irrevocable for the term
of this Agreement. The Trustee (i) shall have the right to waive notice of any meeting of stockholders of the Depositor in respect of such shares and (ii) may exercise any power or perform any act hereunder by an agent or attorney duly
authorized and appointed by him. In furtherance of the foregoing, the Trustee shall execute and deliver an irrevocable proxy in the form attached hereto as Exhibit E, granting the proxy or proxies named therein to cause the voting
securities of the Trust to be voted in accordance with this Section 6.1.2. 
 SECTION 6.2 Not Acting in
Individual Capacity. Except as expressly provided herein, in accepting the trusts hereby created, the Trustee acts solely as trustee hereunder and not in its individual capacity; and all Persons, having any claim against the Trustee by reason of
the transactions contemplated hereunder shall have recourse solely to the Trust Estate (or a part thereof, as the case may be) for payment or satisfaction thereof. The Trustee undertakes to perform such duties and only such duties as are
specifically set forth in this Trust Agreement and no implied covenants or obligations shall be read into this Trust Agreement against the Trustee. 
 SECTION 6.3 Interpretation of Trust Agreement. In the event that the Trustee is uncertain as to the application of any provision of this Trust Agreement or any other agreement relating to
the transactions contemplated hereby, or such provision is ambiguous as to its application or is, or appears to be, in conflict with any other applicable provision hereof, or in the event that this Trust Agreement permits any determination by the
Trustee or is silent or incomplete as to the course of action which the Trustee is required to take with respect to a particular set of facts, the Trustee may seek instructions from the Depositor and shall not be liable to any Person to the extent
that it acts in good faith in accordance with the instructions of the Depositor; provided, that if the Trustee shall not have received written instructions from the Depositor pursuant to its request within 10 days after the date of such
request (or within such shorter period as may be requested and required under the circumstances), until instructed otherwise by the Depositor, the Trustee may, but shall be under no duty to, take or refrain from taking such action as it shall deem
advisable in the best interests of the Depositor and/or the Trustee. 
 SECTION 6.4 Standard of Care. The Trustee
accepts the trusts hereby created and agrees to perform the same but only upon the terms of this Trust Agreement. To the fullest extent permitted by law, including Section 3806 of the Delaware Statutory Trust Act, the Trustee shall only have
the express duties (including fiduciary duties) provided herein and to the extent the express provisions of this Trust Agreement restrict or eliminate such duties (including fiduciary duties) the terms of this Trust Agreement shall prevail. The
Trustee shall have no liability to the 
  

 13 








 Depositor or the Beneficiaries under any circumstances except that the Trustee shall be liable (i) for
its own willful misconduct or bad faith violation of the implied contractual covenant of good faith and fair dealing, (ii) for liabilities that may result from any representation or warranty of the Trustee hereunder being untrue or inaccurate
and (iii) for any taxes based on or measured by any fees, commissions or compensation received by the Trustee for acting as trustee or for services rendered in connection with the transactions contemplated hereby. In particular, but not by way
of limitation: 
 (i) The Trustee shall not be personally liable for any error of judgment made in good faith; 
 (ii) The Trustee shall not be required to take any action that is inconsistent with the purposes of the Trust set forth in Section 1.4;

 (iii) No provision of this Trust Agreement shall require the Trustee to expend or risk its personal funds, or otherwise incur
any financial liability in the performance of its rights or powers hereunder, if the Trustee shall have reasonable grounds for believing that repayment of such funds or adequate indemnity against such risk or liability is not reasonably assured or
provided to it; 
 (iv) Under no circumstances shall the Trustee be personally liable for any indebtedness or obligation of the
Trust; 
 (v) The Trustee shall not be liable for the default or misconduct of the Depositor, the Transfer Agent (or any
successor transfer agent or exchange agent), the Depository Trust Company, any Beneficiary or any other Person and shall not be liable for any act or omission taken at the direction of the Depositor; 
 (vi) The Trustee shall incur no liability if, by reason of any provision of any present or future law or regulation thereunder, or by any
force majeure event, including but not limited to natural disaster, war or other circumstances beyond its control, the Trustee shall be prevented or forbidden from doing or performing any act or thing which the Terms of this Trust Agreement provide
shall or may be done or performed; 
 (vii) In no event whatsoever shall the Trustee be liable for any representation, warranty,
covenant, agreement, indebtedness or other obligation of the Trust; 
 (ix) The Trustee shall not be liable for any action it
takes or omits to take in good faith reliance on the certification of a Beneficiary, or the written instruction of the Depositor; and 
 (x) Every provision of this Trust Agreement relating to the Trustee shall be subject to the provisions of this Section 6.4. 
 SECTION 6.5 Reliance on Writings, Use of Agents, Etc. The Trustee shall not incur any liability to anyone in acting upon any signature, instrument, notice, resolution, request, consent,
telegram, order, certificate, report, opinion, bond or other document or paper (including deliveries contemplated by Section 4.2 hereof) reasonably believed by it to be genuine and 
  

 14 








 reasonably believed by it to be signed or sent by the proper party or parties. Unless other evidence in
respect thereof is specifically prescribed herein, any request, direction, order or demand of the Depositor or a Beneficiary mentioned herein, shall be sufficiently evidenced by written instruments signed by the Depositor or a Beneficiary. The
Trustee may accept a copy of a resolution of the Board of Directors of the Depositor, certified by the Secretary or an Assistant Secretary of the Depositor as duly adopted and in full force and effect, as conclusive evidence that such resolution has
been duly adopted by such Person and that the same is in full force and effect. As to any fact or matter the manner of ascertainment of which is not specifically described herein, the Trustee may for all purposes hereof rely on a certificate, signed
by the Depositor or a Beneficiary, as to such fact or matter, and such certificate shall constitute full protection to the Trustee for any action taken or omitted to be taken by it in good faith in reliance thereon. In the performance of its duties
hereunder, the Trustee may execute any of the trusts or powers hereof and perform its powers and duties hereunder directly or, at the expense of the Depositor, through agents or attorneys and may, at the reasonable expense of the Depositor, consult
with counsel, accountants and other skilled Persons to be selected and employed by it or them, and the Trustee shall not be liable for anything done, suffered or omitted by it, in good faith and in accordance with the advice or opinion of any such
counsel, accountants or other skilled Persons appointed with due care and the Trustee shall not be liable for the negligence of any such agent, attorney, counsel, accountant or other skilled Person appointed by it or them, as applicable, with due
care hereunder. Notwithstanding any other provision contained herein, the Trustee shall not be required to confirm or verify that a person purporting to be a Beneficiary is in fact a Beneficiary and shall not be required confirm or verify that such
person is entitled to the shares of Common Stock it requests. 
 SECTION 6.6 No Action Except Under Specified
Documents or Instructions. The Trustee shall not manage, control, use, operate, lease, sell, dispose of or otherwise deal with the Trust Estate except (i) in accordance with the terms of this Trust Agreement, (ii) in accordance with
the powers granted to, or the authority conferred upon, the Trustee pursuant to this Trust Agreement or (iii) in accordance with written instructions from the Depositor pursuant to Section 6.1.1 or 6.3 hereof. The Trustee shall not be
required to take any action under this Trust Agreement unless the Trustee shall have been indemnified by the Depositor, in manner and form satisfactory to the Trustee, against any liability, cost or expense (including counsel fees and disbursements)
which may be incurred in connection therewith; and if the Depositor shall have directed the Trustee to take any such action or refrain from taking any action, the Depositor agrees to furnish such indemnity as shall be required and, in addition, to
pay the reasonable compensation of the Trustee for the services performed or to be performed by it pursuant to such direction. The Trustee shall not be required to take any action under this Trust Agreement if the Trustee shall reasonably determine
or shall have been advised by counsel that such action is contrary to the terms of this Agreement or is otherwise contrary to law. The Trustee shall be under no obligation to institute, conduct or defend any litigation, at the request, order or
direction of the Beneficiaries or any other Person, unless such Beneficial Owners have offered to the Trustee security or indemnity satisfactory to it against the costs, expenses and liabilities that may be incurred by the Trustee (including,
without limitation, the reasonable fees and expenses of its counsel) therein or thereby, including such advances as the Trustee shall request. 
  

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 SECTION 6.7 Exculpatory Provisions. Any and all exculpatory provisions,
immunities and indemnities in favor of the Trustee under this Trust Agreement shall inure to the benefit of the Trustee in its individual capacity or as a party to any agreement referred to herein or therein. 
 SECTION 6.8 Trustee Not Liable for Trust Estate. The recitals contained herein shall be taken as the statements of the
Depositor, and the Trustee assumes no responsibility for the correctness thereof. The Trustee makes no representations as to the validity or sufficiency of this Trust Agreement or of any related documents. The Trustee shall at no time have any
responsibility or liability for or with respect to the genuineness, sufficiency or validity of the Trust Estate. 
 SECTION
6.9 Trustee May Own Beneficial Unit Interests or Common Stock. The Trustee in its individual or any other capacity may become the owner or pledgee of Beneficial Unit Interests or Common Stock of the Depositor and may deal with the
Beneficiaries and the Depositor in banking transactions with the same rights as it would have if it were not the Trustee. 
 SECTION 6.10 Certain Rights of the Trustee. Notwithstanding anything contained herein to the contrary, the Trustee shall not be responsible for ascertaining whether any transfer complies with the registration provisions or
exemptions from the Securities Act of 1933, as amended, the Securities Exchange Act of 1934, as amended, applicable state securities law, the Employee Retirement Income Security Act, the Investment Company Act of 1940, any other applicable law, or
the provisions of this Agreement. The Trustee shall have no duty or obligation to prepare or file any tax returns or other filings on behalf of the Trust, all of which shall be prepared or filed or be caused to be prepared or filed by the Depositor
on behalf of the Trust. Except as expressly provided herein, the Trustee shall have no duty to (i) see to any recording or filing of any document, (ii) see to the payment or discharge of any tax, assessment or other governmental charge or
any lien or encumbrance of any kind owing with respect to, assessed or levied against any part of the Trust, (iii) to confirm or verify any financial statements or to inspect the Depositor’s books and records at any time. 
 ARTICLE VII 
 RESIGNATION AND REMOVAL OF TRUSTEE; 
 APPOINTMENT OF SUCCESSORS; CO-TRUSTEE 
 SECTION 7.1 Resignation; Successor Trustee. The Trustee or any successor thereto may, with respect to the Trust, resign at any
time without cause by giving at least 30 days’ prior written notice to the Depositor, such resignation to be effective upon the acceptance of appointment of a successor trustee as hereinafter provided. In addition, the Depositor may at any
time with respect to the Trust Estate remove the Trustee without cause by an instrument in writing, delivered to the Trustee, such removal to be effective upon the acceptance of appointment by the successor trustee as hereinafter provided. In the
case of the resignation or removal of the Trustee, the Depositor shall appoint, subject to Section 7.3 hereof, a successor Trustee or Trustees by an instrument signed by the Depositor. If the Depositor shall not have appointed a successor
Trustee or Trustees within 30 days after such resignation or removal, the Trustee shall continue as Trustee and may apply to any court of competent jurisdiction to appoint a successor Trustee to act until such time, if any, as a successor or
successors shall have been 
  

 16 








 appointed by the Depositor as above provided; any successor Trustee so appointed by such court shall
immediately and without further act be superseded by any successor Trustee thereafter appointed by the Depositor. 
 A successor
Trustee hereunder shall be deemed a Trustee for all purposes hereof, and each reference herein to the Trustee shall thereafter be deemed to include such successor. 
 SECTION 7.2 Acceptance of Appointment. Any successor Trustee, whether appointed by a court, the Depositor or the Trustee, shall execute and deliver to its predecessor Trustee an instrument
reasonably satisfactory to such predecessor Trustee accepting such appointment, and thereupon such successor Trustee, without further act, shall with respect to the Trust become vested with all the estates, properties, rights, powers, duties and
trusts of the predecessor Trustee in the trusts hereunder with like effect as if originally named as an Trustee herein; but nevertheless upon the written request of such successor Trustee such predecessor Trustee shall execute and deliver an
instrument reasonably satisfactory to such successor Trustee transferring to such successor Trustee, upon the trusts herein expressed, all the estates, properties, rights, powers and trusts of such predecessor Trustee, and such predecessor Trustee
shall duly assign, transfer, deliver and pay over to such successor Trustee any property or monies then held by such predecessor Trustee upon the trusts herein expressed. Any successor Trustee shall execute and file an amendment to the certificate
of trust of the Trust with the Delaware Secretary of State changing the name and business address in the State of Delaware of the Trustee. 
 SECTION 7.3 Qualification of Successor Trustee. Any successor to the Trustee, however appointed, shall be a bank or trust company organized under the laws of the United States or any
jurisdiction thereof having a combined capital and surplus of at least $50,000,000 and shall satisfy the requirements of Section 3807 of the Delaware Statutory Trust Act, provided, that there exists such an institution willing, able and
legally qualified to perform the duties of the Trustee hereunder upon reasonable or customary terms. 
 SECTION 7.4
Merger of Trustee. Any corporation into which the Trustee may be merged or converted or with which it may be consolidated, or any corporation resulting from or surviving any merger, conversion or consolidation to which the Trustee shall be a
party, or any corporation to which all or substantially all the corporate trust business of the Trustee may be transferred, shall, subject to the terms of this Article, succeed to the Trustee’s position as Trustee under this Trust Agreement
without any further act. 
 SECTION 7.5 Status of Successor Trustee. A successor Trustee shall have the same
duties, powers and discretion conferred herein on the Trustee. A successor Trustee may accept the assets of the Trust Estate delivered to it by its predecessor Trustee as constituting the entire assets of the Trust Estate and shall not be required
to take any action to determine what constitutes the Trust Estate or to obtain possession of any assets thereof or to investigate any acts, omissions or misconduct of its predecessor Trustee. 
 SECTION 7.6 Co-Trustee. At any time or times, for the purpose of meeting the legal requirements of any jurisdiction in which
any part of the Trust Estate hereunder may at the time be located, the Trustee shall have power to appoint one or more Persons (who may be officers or affiliates of the Trustee) or institutions to act as co-Trustee, jointly with the Trustee or
separately 
  

 17 








 from the Trustee at the direct written instruction of the Depositor, in either case as required by
applicable state law, of all or any part of the Trust Estate hereunder, or of any property constituting part thereof, in either case with such powers as may be provided in the instrument of appointment, and to vest in such Person or Persons in the
capacity as aforesaid, any property, title, right or power deemed necessary or desirable. All provisions of this Trust Agreement which are for the benefit of the Trustee shall extend to and apply to each co-Trustee appointed pursuant to the
foregoing provisions of this Section. 
 ARTICLE VIII 
 DISSOLUTION AND TERMINATION OF AND AMENDMENT TO TRUST 
 SECTION 8.1 Dissolution of Trust; Termination of Trust Agreement. The Trust will dissolve upon the earlier of (i) the final disposition by the Trustee of all property constituting part of the Trust Estate or (ii) the
time at which all property constituting part of the Trust Estate would otherwise escheat to any applicable governing body under any escheat laws that would otherwise apply to such property. Promptly upon dissolution of the Trust, and after the
payment or the making of reasonable provision for the payment of any claims or obligations of the Trust in accordance with Section 3808 of the Delaware Statutory Trust Act, the Trustee shall file, at the direction and expense of the Depositor,
a certificate of cancellation with the Delaware Secretary of State and thereupon this Agreement (except for those provisions that expressly survive) and the Trust shall terminate. 
 SECTION 8.2 Supplements and Amendments to this Trust Agreement. (a) At any time and from time to time (i) the
Trustee, together with the Depositor, may execute and deliver an amendment or a supplement to this Trust Agreement to the extent, but only to the extent, that it relates to the Trust for the purpose of adding provisions to or changing or eliminating
provisions of this Trust Agreement and the Trust as specified in a written request of the Depositor and (ii) upon the written request of the Depositor, the Trustee shall enter into such written amendment of or supplement to any of the other
documents referred to herein as the Depositor may agree to (to the extent such agreement is required) and as may be specified in such request, or execute and deliver such written waiver or modification of the terms of any such other document as may
be specified in such request. 
 (b) Prior to executing any document required to be executed by it pursuant to the terms of
Section 8.2(a), the Trustee shall be entitled to receive (i) an opinion of counsel to the effect that the execution of such document is authorized hereunder and (ii) an Officer’s Certificate of the Depositor to the effect that
all conditions precedent to the execution of the amendment or supplement have been met. If, in the reasonable opinion of the Trustee, any such document adversely affects any right, duty, immunity or indemnity in favor of the Trustee hereunder, the
Trustee may in its discretion decline to execute such document, unless the Trustee shall have been indemnified therefor by the Depositor in manner and form satisfactory to the Trustee. 
 SECTION 8.3 Limitations on Rights of Others. Nothing in this Trust Agreement, whether express or implied, shall be construed
to give to any Person other than the Trustee, the Beneficiaries and the Depositor any legal or equitable right, remedy or claim under or in respect 
  

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 of this Trust Agreement, any covenants, conditions or provisions contained herein or in the Trust Estate,
all of which are and shall be construed to be for the sole and exclusive benefit of the Trustee, the Depositor and the Beneficiaries. 
 ARTICLE IX 
 MISCELLANEOUS 
 SECTION 9.1 Entire Agreement. This Trust Agreement embodies the entire agreement and understanding between the Depositor and
the Trustee relating to the subject matter hereof and of the Trust created pursuant hereto, and upon execution and delivery hereof, this Trust Agreement will supersede any prior agreements and understandings relating to the Trust created hereby.

 SECTION 9.2 Notices. Except as otherwise set forth herein, all notices, consents and other communications
relating to this Trust Agreement shall be given as follows: 
  

	 	(i)	if to the Depositor, at 

  

	 	    	KANA Software, Inc. 


	 	    	181 Constitution Drive 


	 	    	Menlo Park, CA 94025 


	 	    	Attention: Chief Executive Officer 

 and

  

	 	(ii)	if to the Trustee, at 

  

	 	 	[                    ] 


	 	 	Attn: [                    ] 


	 	 	Ph: [                    ] 


	 	 	Fax: [                    ]] 

 or such other address, telephone or telecopy number or other destination as the Depositor or the Trustee may from time to time designate by notice given in
accordance with the provisions of this Section 9.2. 
 SECTION 9.3 Governing Law. This Trust Agreement shall
be governed by and construed in accordance with the laws of the State of Delaware, without regard to principles of conflict of laws. 
 SECTION 9.4 Benefit of Parties, Successors and Assigns. This instrument shall be binding upon, and shall inure solely to the benefit of, the Beneficiaries and the parties hereto and their respective successors and assigns.

 SECTION 9.5 Survival of Representations and Warranties. All representations and warranties contained herein
shall survive the execution and delivery of this Trust Agreement and the establishment of the Trust. 
  

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 SECTION 9.6 Severability of Invalid Provisions. Any provision of this Trust
Agreement which is prohibited or unenforceable in any jurisdiction as to the Trust shall, as to the Trust and such jurisdiction, be ineffective to the extent of such prohibition or unenforceability without invalidating the remaining provisions
hereof, and any such prohibition or unenforceability in any jurisdiction shall not invalidate or render unenforceable such provision in any other jurisdiction. To the extent permitted by applicable law, the parties hereto hereby waive with respect
to the Trust any provision of law which renders any provision hereof prohibited or unenforceable in any respect. 
 SECTION
9.7 Effect of Waiver; Remedies Not Exclusive. Waiver of the breach of any provision hereunder shall not be deemed a waiver of any prior or subsequent breach of the same or any other provision hereof. Pursuit of any remedy with respect to
the Trust shall not be deemed the waiver of any other remedy hereunder or at law or in equity. 
 SECTION 9.8
Representations and Warranties. The Depositor hereby represents and warrants to the Trustee, as of the date hereof, that: 
 (a) Due Organization. The Depositor is a corporation duly organized and validly existing in good standing under the laws of Delaware, and has the power and authority to enter into and perform its obligations under this Trust
Agreement. 
 (b) Due Authorization. The execution, delivery and performance by the Depositor of this Trust Agreement has
been duly authorized by all necessary action on the part of the Depositor and does not require the consent or approval of its stockholders or any trustee or holder of any of its indebtedness or other obligations, except such as have been duly
obtained, given or accomplished. 
 (c) Execution; Enforceability. This Trust Agreement has been duly executed and
delivered by the Depositor and (assuming the due authorization, execution and delivery by the Trustee of this Trust Agreement) this Trust Agreement constitutes the Depositor’s legal, valid and binding obligation, enforceable against it in
accordance with the terms hereof, subject to applicable bankruptcy laws and laws affecting the rights of creditors generally. 
 (d) No Violation; No Consent. Neither the Depositor nor the Trust is an “Investment Company” or a company controlled by an “Investment Company” required to register as such under the Investment Company Act of
1940, as amended and that the execution, delivery and performance of this Trust Agreement does not and will not violate or require any consent or approval of, the withholding of objection on the part of, the giving of notice to, the filing,
registration or qualification with, or the taking of any other action under, any agreement, license indenture or instrument to which it is a party or by which it is bound or any provision of any law, rule, regulation, judgment, order, writ,
injunction or decree of any court or governmental authority applicable to it or any of its property. 
 SECTION 9.9
References to Agreements and Instruments. Except as otherwise indicated, all the agreements and instruments herein defined shall mean such agreements or instruments as the same may from time to time be supplemented or amended or the terms
thereof waived or modified to the extent permitted by, and in accordance with, the terms hereof and thereof. 
  

 20 








 SECTION 9.10 Headings. The division of this Trust Agreement into articles and
sections and the insertion of headings are for the convenience of reference only and shall not affect the construction or interpretation of this Trust Agreement. 
 SECTION 9.11 Counterpart Execution and Dating. This Trust Agreement and any amendment or supplement to this Trust Agreement may be executed in any number of counterparts and by the different
parties hereto and thereto on separate counterparts, each of which, when so executed and delivered, shall be an original, but all such counterparts shall together constitute but one and the same instrument. Fully executed sets of counterparts shall
be delivered to, and retained by, the parties hereto. 
 SECTION 9.12 Limitation on the Depositor’s and the
Beneficiaries’ Liability. The Depositor shall not have any liability for the performance of this Trust Agreement except as expressly set forth herein. The Beneficiaries shall be entitled to the same limitation of personal liability extended
to stockholders of private corporations for profit organized under the general corporation law of the State of Delaware. 
 [Signature Page Follows] 
  

 21 








 IN WITNESS WHEREOF, the parties hereto have each caused this Trust Agreement to be duly
executed by their respective officers thereunto duly authorized as of the date first above set forth. 
  

			
	KANA SOFTWARE, INC.
		
	By:	 	  

		 	Name:
		 	Title:
	
	[                    ], as Trustee
		
	By:	 	  

		 	Name:
		 	Title:


  

 22 








 EXHIBIT B 
 FORM OF RIGHT CERTIFICATE 
  

			
	 Certificate No.
R-                                        
        
	  	                                       
      Rights

 NOT EXERCISABLE AFTER FEBRUARY 3, 2012 OR EARLIER IF REDEEMED, EXCHANGED OR AMENDED. THE RIGHTS ARE
SUBJECT TO REDEMPTION, EXCHANGE AND AMENDMENT AT THE OPTION OF THE COMPANY, ON THE TERMS SET FORTH IN THE RIGHTS AGREEMENT. UNDER CERTAIN CIRCUMSTANCES SPECIFIED IN THE RIGHTS AGREEMENT, RIGHTS THAT ARE OR WERE BENEFICIALLY OWNED BY AN ACQUIRING
PERSON OR AN AFFILIATE OR AN ASSOCIATE OF AN ACQUIRING PERSON (AS SUCH TERMS ARE DEFINED IN THE RIGHTS AGREEMENT) OR A TRANSFEREE THEREOF MAY BECOME NULL AND VOID. 
 RIGHT CERTIFICATE 
 KANA SOFTWARE, INC. 
 This certifies that
                            , or registered assigns, is the registered owner of the number of
Rights set forth above, each of which entitles the owner thereof, subject to the terms, provisions, and conditions of the Amended and Restated Rights Agreement, (the “Rights Agreement”), by and between Kana Software, Inc., a
Delaware corporation (the “Company”), and Computershare Trust Company, N.A., a federally chartered trust company (the “Rights Agent”), dated as of January      2009,
to purchase from the Company at any time on or after the Distribution Date (as such term is defined in the Rights Agreement) and prior to 5:00 p.m. (Eastern time) on the Expiration Date (as such term is defined in the Rights Agreement) at the
principal office of the Rights Agent designated for such purpose, one one-hundredth of a fully paid nonassessable share of Series A Junior Participating Preferred Stock, par value $0.001 per share (the “Preferred Shares”), of
the Company, at a purchase price of $4.00 per one one-hundredth of a Preferred Share (the “Purchase Price”), upon presentation and surrender of this Right Certificate with the Form of Election to Purchase and related
Certificate duly executed. If this Right Certificate is exercised in part, the holder will be entitled to receive upon surrender hereof another Right Certificate or Right Certificates for the number of whole Rights not exercised. The number of
Rights evidenced by this Right Certificate (and the number of one one-hundredths of a Preferred Share which may be purchased upon exercise thereof) set forth above, and the Purchase Price set forth above, are the number and Purchase Price as of the
date of the Rights Agreement, based on the Preferred Shares as constituted at such date. Terms used herein with initial capital letters and not defined herein are used herein with the meanings ascribed thereto in the Rights Agreement. 
 As provided in the Rights Agreement, the Purchase Price and/or the number and/or kind of securities issuable upon the exercise of the Rights
evidenced by this Right Certificate are subject to adjustment upon the occurrence of certain events. 







 This Right Certificate is subject to all of the terms, provisions and conditions of the
Rights Agreement, which terms, provisions and conditions are hereby incorporated herein by reference and made apart hereof and to which Rights Agreement reference is hereby made for a full description of the rights, limitations of rights,
obligations, duties and immunities of the Rights Agent, the Company and the holders of the Right Certificates, which limitations of rights include the temporary suspension of the exercisability of the Rights under the circumstances specified in the
Rights Agreement. Copies of the Rights Agreement are on file at the office of the Rights Agent and can be obtained from the Company without charge upon written request therefor. 
 Pursuant to the Rights Agreement, from and after the occurrence of a Flip-in Event, any Rights that are Beneficially Owned by (i) any
Acquiring Person (or any Affiliate or Associate of any Acquiring Person), (ii) a transferee of any Acquiring Person (or any such Affiliate or Associate) who becomes a transferee after the occurrence of a Flip-in Event or (iii) a transferee
of any Acquiring Person (or any such Affiliate or Associate) who became a transferee prior to or concurrently with the Flip-in Event pursuant to either (a) a transfer from an Acquiring Person to holders of its equity securities or to any Person
with whom it has any continuing agreement, arrangement or understanding regarding the transferred Rights or (b) a transfer which the Board of Directors of the Company has determined is part of a plan, arrangement or understanding which has the
purpose or effect of avoiding certain provisions of the Rights Agreement, and subsequent transferees of any of such Persons, will be void without any further action and any holder of such Rights will thereafter have no rights whatsoever with respect
to such Rights under any provision of the Rights Agreement. From and after the occurrence of a Flip-in Event, no Right Certificate will be issued that represents Rights that are or have become void pursuant to the provisions of the Rights Agreement,
and any Right Certificate delivered to the Rights Agent that represents Rights that are or have become void pursuant to the provisions of the Rights Agreement will be canceled. 
 This Right Certificate, with or without other Right Certificates, may be transferred, split up, combined or exchanged for another Right
Certificate or Right Certificates entitling the holder to purchase a like number of one one-hundredths of a Preferred Share (or other securities, as the case may be) as the Right Certificate or Right Certificates surrendered entitled such holder (or
former holder in the case of a transfer) to purchase, upon presentation and surrender hereof at the principal office of the Rights Agent designated for such purpose, with the Form of Assignment (if appropriate) and the related Certificate duly
executed. 
 Subject to the provisions of the Rights Agreement, the Rights evidenced by this Certificate may be redeemed by the
Company at its option at a redemption price of $0.0001 per Right or may be exchanged in whole or in part. The Rights Agreement may be supplemented and amended by the Company, as provided therein. 
 The Company is not required to issue fractions of Preferred Shares (other than fractions which are integral multiples of one one-hundredth
of a Preferred Share, which may, at the option of the Company, be evidenced by depositary receipts) or other 







 securities issuable upon the exercise of any Right or Rights evidenced hereby. In lieu of issuing such
fractional Preferred Shares or other securities, the Company may make a cash payment, as provided in the Rights Agreement. 
 No
holder of this Right Certificate, as such, will be entitled to vote or receive dividends or be deemed for any purpose the holder of the Preferred Shares or of any other securities of the Company which may at any time be issuable upon the exercise of
the Right or Rights represented hereby, nor will anything contained herein or in the Rights Agreement be construed to confer upon the holder hereof, as such, any of the rights of a stockholder of the Company or any right to vote for the election of
directors or upon any ratter submitted to stockholders at any meeting thereof, or to give or withhold consent to any corporate action, or to receive notice of meetings or other actions affecting stockholders (except as provided in the Rights
Agreement), or to receive dividends or subscription rights, or otherwise, until the Right or Rights evidenced by this Right Certificate have been exercised in accordance with the provisions of the Rights Agreement. 
 This Right Certificate will not be valid or obligatory for any purpose until it has been countersigned by the Rights Agent. 
 [REMAINDER OF PAGE LEFT INTENTIONALLY BLANK] 







 WITNESS the facsimile signature of the proper officers of the Company and its corporate
seal. 
 Dated as of                  ,
            . 
  

					
	KANA SOFTWARE, INC.
		
	By:	 	  

		 	Name:	 	Michael S. Fields
		 	Title:	 	Chief Executive Officer


 COUNTERSIGNED: 
  

			
	 COMPUTERSHARE TRUST
 COMPANY, N.A.

		
	By:	 	  

		 	Name:
		 	Title:

 [SIGNATURE PAGE TO RIGHT CERTIFICATE] 







 Form of Reverse Side of Right Certificate 
 FORM OF ASSIGNMENT 
 (To be executed by the registered holder if such holder desires to transfer the Right Certificate) 
 FOR VALUE RECEIVED,                      hereby sells, assigns and transfers unto 
  
  
  
 (Please print name and address of transferee) 
 this Right Certificate, together with all right, title and interest therein, and does hereby irrevocably constitute and appoint , Attorney, to transfer the within Right Certificate on the books of
the within-named Company, with full power of substitution. 
 Dated:
                 ,               
  

	
	  

	Signature


 Signature(s) Guaranteed:
                                        
         
 SIGNATURE(S) SHOULD BE GUARANTEED BY AN ELIGIBLE GUARANTOR INSTITUTION (BANKS,
STOCKBROKERS, SAVINGS AND LOAN ASSOCIATIONS AND CREDIT UNIONS WITH MEMBERSHIP IN AN APPROVED SIGNATURE GUARANTEE MEDALLION PROGRAM), PURSUANT TO S.E.C. RULE 17Ad-15. 
  

 
  
 The undersigned hereby certifies that the Rights evidenced by this Right Certificate are not beneficially owned by an Acquiring Person or an Affiliate or Associate thereof (as defined in the Rights
Agreement). 
  

	
	  

	Signature









 CERTIFICATE 
 The undersigned hereby certifies by checking the appropriate boxes that: 
 (1) the Rights evidenced by this Right Certificate  ̈ are  ̈ are not being sold, assigned, transferred, split up,
combined or exchanged by or on behalf of a Person who is or was an Acquiring Person or an Affiliate or Associate of any such Person (as such terms are defined in the Rights Agreement); and 
 (2) after due inquiry and to the best knowledge of the undersigned, it  ̈ did  ̈ did not acquire the Rights evidenced by this Right Certificate from any Person who is, was or became an Acquiring Person or an Affiliate
or Associate of an Acquiring Person. 
 Dated:             
    ,               
  

	
	  

	Signature


 FORM OF ELECTION TO PURCHASE 
 (To be executed if holder desires to exercise the Right Certificate) 
 To Kana Software, Inc.: 
 The undersigned hereby irrevocably elects to exercise
                     Rights represented by this Right Certificate to purchase the one one-hundredths of a Preferred Share or other
securities issuable upon the exercise of such Rights and requests that certificates for such securities be issued in the name of and delivered to: 
 Please insert social security or other identifying number:
                                        
                                 
  
  
  
  
 (Please print name and address)

  
  
  
 If such number of Rights is not all the Rights
evidenced by this Right Certificate, a new Right Certificate for the balance remaining of such Rights will be registered in the name of and delivered to: 
 Please insert social security or other identifying number:
                                        
                                 
  
  
  
 (Please print name and address) 
  
  
  







 Dated:             
    ,               
  

	
	  

	Signature


 Signature(s) Guaranteed:
                                        
                 
 SIGNATURE(S) SHOULD BE GUARANTEED BY AN
ELIGIBLE GUARANTOR INSTITUTION (BANKS, STOCKBROKERS, SAVINGS AND LOAN ASSOCIATIONS AND CREDIT UNIONS WITH MEMBERSHIP IN AN APPROVED SIGNATURE GUARANTEE MEDALLION PROGRAM), PURSUANT TO S.E.C. RULE 17Ad-15. 
  
  
  
 The undersigned hereby certifies that the Rights evidenced by this Right Certificate are not beneficially owned by an Acquiring Person or an Affiliate or
Associate thereof (as defined in the Rights Agreement). 
  

	
	  

	Signature


 CERTIFICATE 
 The undersigned hereby certifies by checking the appropriate boxes that: 
 (1) the Rights evidenced by this Right Certificate  ̈ are  ̈ are not being exercised
by or on behalf of a Person who is or was an Acquiring Person or an Affiliate or Associate of any such Person (as such terms are defined pursuant to the Rights Agreement); and 
 (2) after due inquiry and to the best knowledge of the undersigned, it  ̈ did  ̈ did not acquire the Rights evidenced by this Right Certificate from any Person who is, was, or became an Acquiring Person or an
Affiliate or Associate of an Acquiring Person. 
 Dated:                  ,               
  

	
	  

	Signature


 NOTICE 
 Signatures on the foregoing Form of Assignment and Form of Election to Purchase and in the related Certificates must correspond to the name as written
upon the face of this Right Certificate in every particular, without alteration or enlargement or any change whatsoever. 







 In the event the certification set forth above in the Form of Assignment or the Form of Election to
Purchase, as the case may be, is not completed, the Company and the Rights Agent will deem the beneficial owner of the Rights evidenced by this Right Certificate to be an Acquiring person or an Affiliate or Associate thereof (as defined in the
Rights Agreement) and such assignment or election purchase will not be honored. 







 EXHIBIT C 
 SUMMARY OF RIGHTS TO PURCHASE PREFERRED STOCK 
 On January 24, 2006, the Board of Directors (the “Board”) of Kana Software, Inc., a Delaware corporation (“KANA”), adopted a rights plan and declared a dividend of one preferred share
purchase right for each outstanding share of common stock. The dividend is payable to KANA’s stockholders as of the record date of February 3, 2006. The terms of the rights and the rights plan are set forth in a Rights Agreement, by and
between KANA and U.S. Stock Transfer Corporation, a California corporation, as Rights Agent, dated as of January 26, 2006. 
 This summary of rights provides only a general description of the rights plan, and thus, should be read together with the entire rights plan, which is incorporated in this summary by reference. Upon written request, KANA will provide a copy
of the rights plan free of charge to any of its stockholder. 
 By adopting the rights plan, KANA’s Board protects
stockholder value because the rights plan protects KANA’s ability to carry forward its net operating losses (the “NOLs”). In prior years, KANA has experienced substantial operating losses, and under the Internal Revenue
Code and rules promulgated by the Internal Revenue Service, KANA may “carry forward” these losses in certain circumstances to offset current and future earnings and thus, reduce KANA’s federal income tax liability, subject to certain
requirements and restrictions. However, if KANA experiences an “Ownership Change,” as defined in Section 382 of the Internal Revenue Code, KANA’s ability to use its NOLs could be substantially limited or lost altogether.

 KANA’s rights plan imposes a significant penalty upon any person or group that acquires 4.9% or more (but less than 50%)
of its outstanding common stock without the prior approval of KANA’s Board. Stockholders who own 4.9% or more of KANA’s outstanding common stock as of the close of business on February 3, 2006 may only acquire up to an additional 1%
of KANA’s outstanding common stock without penalty so long as their ownership is 4.9% or more (with such increase subject to downward adjustment by KANA’s Board if it determines that such increase will endanger the availability of the
NOLs). A person or group that acquires a percentage of KANA’s common stock in excess of the above-mentioned applicable threshold but less than 50% of KANA’s common stock is called an “Acquiring Person.” Any rights
held by an Acquiring Person are void and may not be exercised. KANA’s Board may exempt any person or group from being deemed an Acquiring Person for purposes of the rights plan. 
 The Rights. KANA’s Board authorized the issuance of one right per each outstanding share of KANA’s common stock on
January 24, 2006. If the rights become exercisable, each right would allow its holder to purchase from KANA one one-hundredth of a share of KANA’s Series A Junior Participating Preferred Stock for a purchase price of $4.00. Each fractional
share of preferred stock would give the stockholder approximately the same dividend, voting and liquidation rights as does one share of KANA’s common stock. However, a right does not give its holder any dividend, voting or liquidation rights
prior to exercise. 







 Exercisability. The rights will not be exercisable until 10 days after a public
announcement by KANA that a person or group has become an Acquiring Person or such earlier time, on or after the first date of public announcement by KANA that a person or group has become an Acquiring Person, as may be determined by KANA’s
Board. 
 KANA refers to the date that the rights become exercisable as the “Distribution Date.” Until
the Distribution Date, KANA’s common stock certificates will evidence the rights and will contain a notation to that effect. Any transfer of shares of common stock prior to the Distribution Date will constitute a transfer of the associated
rights. On or after the Distribution Date, the rights will separate from the common stock and will be evidenced by rights certificates, which KANA will mail to all holders of rights that have not become void. 
 Flip-in Event. On or after the Distribution Date, if a person or group already is or becomes an Acquiring Person, all holders of
rights, except the acquiring person, may exercise their rights upon payment of the purchase price to purchase shares of KANA’s common stock (or other securities or assets as determined by KANA’s Board) with a market value of two times the
purchase price. 
 Flip-over Event. On or after the Distribution Date, if a flip-in event has already occurred and KANA
is acquired in a merger or similar transaction, all holders of rights except the Acquiring Person may exercise their rights upon payment of the purchase price, to purchase shares of the acquiring corporation with a market value of two times the
purchase price of the rights. 
 Rights may be exercised to purchase KANA’s preferred shares only on or after the
Distribution Date occurs and prior to the occurrence of a flip-in event as described above. A Distribution Date resulting from any occurrence described above would necessarily follow the occurrence of a flip-in event, in which case the rights could
be exercised to purchase shares of common stock or other securities as described above. 
 Expiration. The rights will
expire on February 3, 2009 unless earlier redeemed or exchanged. 
 Redemption. KANA’s Board may redeem all
(but not less the an all) of the rights for a redemption price of $0.0001 per right at any time before the later of the Distribution Date and the date of the first public announcement or disclosure by KANA that a person or group has become an
Acquiring Person. Once the rights are redeemed, the right to exercise rights will terminate, and the only right of the holders of rights will be to receive the redemption price. The redemption price will be adjusted if KANA declares a stock split or
issues a stock dividend on its common stock. 
 Exchange. On or after the distribution date, but before an Acquiring
Person owns 50% or more of KANA’s outstanding common stock, KANA’s Board may exchange each right (other than rights that have become void) for one share of common stock or an equivalent security. 







 Anti-Dilution Provisions. KANA’s Board may adjust the purchase price of the
preferred shares, the number of preferred shares issuable and the number of outstanding rights to prevent dilution that may occur as a result of certain events, including among others, a stock dividend, a stock split or a reclassification of the
preferred shares or KANA’s common stock. No adjustments to the purchase price of less than 1% will be made. 
 Amendments. Before the time the rights cease to be redeemable, KANA’s Board may amend or supplement the rights plan without the consent of the holders of the rights, except that no amendment may decrease the redemption price. At
any time thereafter, KANA’s Board may amend or supplement the rights plan only to cure an ambiguity, to alter time period provisions, to correct inconsistent provisions or to make any additional changes to the rights plan, but only to the
extent that those changes do not impair or adversely affect any rights holder and do not result in the rights again becoming redeemable.