Document:

<PAGE>

                                                                   Exhibit 10.31

                                    AGREEMENT
                                    ---------

         THIS AGREEMENT MADE AND ENTERED INTO at Cleveland, Ohio this 28th day
of August, 2002, by and between FOREST CITY ENTERPRISES, INC., an Ohio
corporation, of Terminal Tower, 50 Public Square, Suite 1100, Cleveland, Ohio
44113-2267, hereinafter referred to as "Company", and JAMES A. RATNER of 19750
Shaker Boulevard, Shaker Heights, Ohio, hereinafter referred to as "Employee".

         WHEREAS, the Company and the Employee desire to terminate the
Employment Agreement dated May 3, 2000 and enter into a new Employment Agreement
to be effective as of February 3, 2002, and

         WHEREAS, the Compensation Committee of this Company has recommended a
change in salary for the Employee to be effective as of February 3, 2002.

         NOW, THEREFORE, it is agreed that:

         1. That the Employment Agreement dated May 3, 2000 is hereby terminated
as of February 3, 2002, and that the effective date of this Employment Agreement
is February 3, 2002.

         2. The Employee, in consideration of the promises and agreements of the
Company herein contained, hereby promises to continue in the employ of the
Company for a period of one (1) year from the date of February 3, 2002, as an
Executive and Officer of the Company and to perform such duties as may be
required of him in such capacities by the Company, faithfully, honestly,
diligently and to the satisfaction of the Company. Said employment shall
continue for additional periods of one (1) year each until termination by mutual
consent, death, or by either party giving ninety (90) days written notice to
either amend or terminate this Employment Agreement to the other party prior to
the termination of any such one (1) year period.

         3. In consideration whereof, the company promises and agrees to pay the
Employee a base salary of FOUR HUNDRED THOUSAND AND 00/100 DOLLARS ($400,000.00)
per year, payable from time to time during each employment year.

         4. In consideration of this Employment Agreement, if the Employee dies
while in the employ of the Company, the Company agrees to pay to the
beneficiaries of the Employee as stipulated in his Will, or designated by
written notice to the Company from the Employee during his lifetime, or
designated by operation of law if the Employee dies intestate, one hundred
percent (100%) of the base salary stated above for a period of five (5) years
following the decease of said Employee; said sum to be payable in quarterly
installments to said beneficiaries of said deceased Employee.

         5. It is mutually agreed by and between the parties hereto that the
Company may cancel or terminate this Employment Agreement at any time prior to
the expiration of said one (1) year period, or any renewal thereof, without
notice, for any conduct on the part of the Employee which injures the Company's
business, such as, but not limited to, intemperance, negligence, failure to
follow instructions or perform and fulfill the obligations on the Employee's
part to be performed hereunder to the satisfaction of the Company.

         IN WITNESS WHEREOF, the parties hereto have set their hands the day and
year first above written.

                                         FOREST CITY ENTERPRISES, INC.

                                         By: /S/ CHARLES A. RATNER
                                             -----------------------------------
                                             CHARLES A. RATNER, President

                                         By: /S/ THOMAS G. SMITH
                                             -----------------------------------
                                             THOMAS G. SMITH, Secretary

                                         /S/ JAMES A. RATNER
                                         ---------------------------------------
                                         JAMES A. RATNER, Employee<PAGE>

                                                                   Exhibit 10.32

                                    AGREEMENT
                                    ---------

         THIS AGREEMENT MADE AND ENTERED INTO at Cleveland, Ohio this 28th day
of August, 2002, by and between FOREST CITY ENTERPRISES, INC., an Ohio
corporation, of Terminal Tower, 50 Public Square, Suite 1100, Cleveland, Ohio
44113-2267, hereinafter referred to as "Company", and RONALD A. RATNER of 17300
Parkland Drive, Shaker Heights, Ohio, hereinafter referred to as "Employee".

         WHEREAS, the Company and the Employee desire to terminate the
Employment Agreement dated May 3, 2000 and enter into a new Employment Agreement
to be effective as of February 3, 2003, and

         WHEREAS, the Compensation Committee of this Company has recommended a
change in salary for the Employee to be effective as of February 3, 2002.

         NOW, THEREFORE, it is agreed that:

         1. That the Employment Agreement dated May 3, 2000 is hereby terminated
as of February 3, 2002, and that the effective date of this Employment Agreement
is February 3, 2002.

         2. The Employee, in consideration of the promises and agreements of the
Company herein contained, hereby promises to continue in the employ of the
Company for a period of one (1) year from the date of February 3, 2002, as an
Executive and Officer of the Company and to perform such duties as may be
required of him in such capacities by the Company, faithfully, honestly,
diligently and to the satisfaction of the Company. Said employment shall
continue for additional periods of one (1) year each until termination by mutual
consent, death, or by either party giving ninety (90) days written notice to
either amend or terminate this Employment Agreement to the other party prior to
the termination of any such one (1) year period.

         3. In consideration whereof, the company promises and agrees to pay the
Employee a base salary of FOUR HUNDRED THOUSAND AND 00/100 DOLLARS ($400,000.00)
per year, payable from time to time during each employment year.

         4. In consideration of this Employment Agreement, if the Employee dies
while in the employ of the Company, the Company agrees to pay to the
beneficiaries of the Employee as stipulated in his Will, or designated by
written notice to the Company from the Employee during his lifetime, or
designated by operation of law if the Employee dies intestate, one hundred
percent (100%) of the base salary stated above for a period of five (5) years
following the decease of said Employee; said sum to be payable in quarterly
installments to said beneficiaries of said deceased Employee.

         5. It is mutually agreed by and between the parties hereto that the
Company may cancel or terminate this Employment Agreement at any time prior to
the expiration of said one (1) year period, or any renewal thereof, without
notice, for any conduct on the part of the Employee which injures the Company's
business, such as, but not limited to, intemperance, negligence, failure to
follow instructions or perform and fulfill the obligations on the Employee's
part to be performed hereunder to the satisfaction of the Company.

         IN WITNESS WHEREOF, the parties hereto have set their hands the day and
year first above written.

                                         FOREST CITY ENTERPRISES, INC.

                                         By: /S/ CHARLES A. RATNER
                                             -----------------------------------
                                             CHARLES A. RATNER, President

                                         By: /S/ THOMAS G. SMITH
                                             -----------------------------------
                                            THOMAS G. SMITH, Secretary

                                         /S/ RONALD A. RATNER
                                         ---------------------------------------
                                         RONALD A. RATNER, Employee<PAGE>

                                                                     EXHIBIT 4.4

                                  AMENDMENT TO

                             NOTE PURCHASE AGREEMENT

                        AND REGISTRATION RIGHTS AGREEMENT

         This is the First Amendment (the "Amendment") to that certain Note
Purchase Agreement entered into on May 6, 2002 (the "Note Purchase Agreement"),
and that certain Registration Rights Agreement entered into on May 6, 2002 (the
"Registration Rights Agreement"), by and among SERVICEWARE TECHNOLOGIES, INC., a
Delaware corporation (the "Company"), C.E. UNTERBERG, TOWBIN PRIVATE EQUITY
PARTNERS II, L.P. and certain other purchasers identified on Schedule 1 to the
Note Purchase Agreement and Registration Rights Agreement.

         WHEREAS, the Note Purchase Agreement provides for the purchase from the
Company of up to $3,000,000 in principal amount of the Company's 10% Senior
Unsecured Convertible Notes (the "Notes"), with $1,425,000 of the Notes
purchased in the first tranche which closed on May 6, 2002, and the remaining
$1,575,000 of the Notes to be purchased in the second tranche which shall close
simultaneously with the execution of this Amendment (the "Second Tranche"); and

         WHEREAS, as an inducement to Purchasers to enter into the Note Purchase
Agreement, the Company and the Purchasers entered into the Registration Rights
Agreement; and

         WHEREAS, the Purchasers and the Company wish to change the amount of
Notes to be purchased in the Second Tranche and to increase to $1,825,000 the
aggregate amount of Notes to be purchased in the Second Tranche; and

         WHEREAS, each of THOMAS I. UNTERBERG ("Thomas"), JOHN P. ROSENTHAL
("Rosenthal"), JOHN J. F. SHERRERD ("Sherrerd"), ELLEN U. CELLI ("Celli"), EMILY
U. SATLOFF ("Satloff") and BIRCHMERE VENTURES II LP ("Birchmere") wish to become
parties to the Note Purchase Agreement and Registration Rights Agreement and to
purchase in the Second Tranche the amount of Notes set forth on Schedule I
attached hereto (Thomas, Rosenthal, Sherrerd, Celli, Satloff and Birchmere are
hereinafter referred to individually as an "Additional Purchaser" or
collectively as the "Additional Purchasers"); and

         WHEREAS, certain Purchasers under the Note Purchase Agreement no longer
wish to purchase Notes in the Second Tranche, and the Company wishes to release
such Purchasers from their obligations to purchase Notes in the Second Tranche;
and

         NOW, THEREFORE, in consideration of the mutual covenants and agreements
contained herein and other good and valuable consideration, the receipt and
sufficiency of which are hereby acknowledged, the parties hereto, intending to
be legally bound hereby, do hereby agree as follows:

         1. Capitalized terms used herein shall have the same meanings set forth
in the Note Purchase Agreement and the Registration Rights Agreement, as
applicable.

<PAGE>

         2. NOTE PURCHASE AGREEMENT.

             A. The definition of "Purchaser" is hereby amended to include each
of the Additional Purchasers as a Purchaser for all purposes of the Note
Purchase Agreement.

             B. Each Additional Purchaser hereby acknowledges that it has
received a copy of the Note Purchase Agreement and does hereby make each of the
representations and warranties set forth in Article IV of the Note Purchase
Agreement.

             C. Each Additional Purchaser hereby agrees to be bound by the terms
of the Note Purchase Agreement, as hereby amended.

             D. To reflect the modifications to the Note Purchase Agreement as
contemplated by this Amendment, Schedule 1 to the Note Purchase Agreement is
hereby amended to read as indicated on Schedule 1 attached to this Amendment.

             E. All references to the Notes under the Note Purchase Agreement
shall be deemed to refer to an aggregate of up to $3,250,000 in principal amount
of the Company's 10% Senior Unsecured Convertible Notes and the Second Tranche
shall be deemed to refer to $1,825,000 in principal amount of Notes being
purchased simultaneously herewith.

             F. The parties hereto hereby agree to release each of C. E.
Unterberg, Towbin Capital Partners I, L.P. and Marjorie and Clarence E.
Unterberg Foundation, Inc. from its obligation under the Note Purchase Agreement
to purchase Notes in the Second Tranche.

             G. Except as expressly modified herein, the Note Purchase Agreement
shall remain in full force and effect.

         3. REGISTRATION RIGHTS AGREEMENT.

             A. The Registration Rights Agreement is hereby amended to include
each Additional Purchaser in the definition of "Holder" and to grant to each
Additional Purchaser the same rights granted to each of the Holders under the
Registration Rights Agreement.

             B. Each Additional Purchaser hereby agrees to be bound by the terms
of the Registration Rights Agreement, as hereby amended, including but not
limited to the indemnification provisions of Section 2.8.

             C. To reflect the modifications to the Registration Rights
Agreement as contemplated by this Amendment, Schedule 1 to the Registration
Rights Agreement is hereby amended to read as indicated on Schedule 1 attached
hereto.

             D. Section 2.1 of the Registration Rights Agreement is hereby
amended to extend from 30 days to 46 days the number of days after the Original
Issue Date by which the Company must file a Registration Statement on Form S-3
with the Commission and to extend from 120 days to 136 days the number of days
after the Original Issue Date by which such Registration Statement must be
declared effective by the Commission.

             E. Except as expressly modified herein, the Registration Rights
Agreement shall remain in full force and effect.

                                       2
<PAGE>

         4. This Amendment may be executed in separate counterparts each of
which shall be an original and all of which taken together shall constitute one
and the same agreement.

         IN WITNESS WHEREOF, the parties hereto have caused this Amendment to be
duly executed by their respective officers as of the 19th day of June, 2002.

                                 SERVICEWARE TECHNOLOGIES, INC.

                                 By:            /S/
                                      ------------------------------------------

                                 Name: Richard Liebman
                                       -----------------------------------------

                                 Title: Chief Financial Officer
                                        ----------------------------------------

                                 C.E. UNTERBERG, TOWBIN PRIVATE
                                 EQUITY PARTNERS II, L.P.

                                 By:            /S/
                                      ------------------------------------------

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

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

                                 C.E. UNTERBERG, TOWBIN PRIVATE
                                 EQUITY PARTNERS II-Q, L.P.

                                 By:              /S/
                                      ------------------------------------------

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

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

                                 C.E. UNTERBERG, TOWBIN CAPITAL
                                 PARTNERS I, L.P.

                                 By:              /S/
                                      ------------------------------------------

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

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

                                 MARJORIE AND CLARENCE E.
                                 UNTERBERG FOUNDATION, INC.

                                 By:                   /S/
                                      ------------------------------------------

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

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

                                       3
<PAGE>

                                    /s/
                                 ----------------------------------------------
                                 WILLIAM NEWLIN

                                 NATIONAL CITY BANK OF PENNSYLVANIA,
                                 TRUSTEE UNDER THE AGREEMENT DATED JUNE 29,
                                 1981, BUCHANAN INGERSOLL, P.C. RETIREMENT PLAN
                                 SHARE OF WILLIAM R. NEWLIN

                                 By:                   /S/
                                      ------------------------------------------

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

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

                                 ADDITIONAL PURCHASERS
                                 ---------------------

                                 BIRCHMERE VENTURES II LP

                                 By:
                                     -------------------------------------------
                                          Gary G. Glausser, Partner and CFO

                                        /s/
                                 -----------------------------------------------
                                 THOMAS I. UNTERBERG

                                        /S/
                                 -----------------------------------------------
                                 JOHN P. ROSENTHAL

                                        /s/
                                 -----------------------------------------------
                                 JOHN J. F. SHERRERD

                                        /S/
                                 -----------------------------------------------
                                 ELLEN U. CELLI

                                        /S/
                                 -----------------------------------------------
                                 EMILY U. SATLOFF

                                       4
<PAGE>

                                   SCHEDULE 1

                       INVESTORS AND ADDRESSES FOR NOTICES

<TABLE>
<CAPTION>
----------------------------------------------------------------------------- -----------------------------------------
PURCHASER                                                                                PRINCIPAL AMOUNT OF
                                                                                          NOTES PURCHASED
----------------------------------------------------------------------------- --------------------- -------------------
                                                                                 First Tranche        Second Tranche
----------------------------------------------------------------------------- --------------------- -------------------
<S>                                             <C>                              <C>                <C>
C.E. Unterberg, Towbin Private Equity Partners II, L.P. (1)                              $ 132,146          $  117,510
----------------------------------------------------------------------------- --------------------- -------------------
C.E. Unterberg, Towbin Private Equity Partners II-Q, L.P. (1)                              867,854             927,490
----------------------------------------------------------------------------- --------------------- -------------------
C.E. Unterberg, Towbin Capital Partners I, L.P. (1)                                        265,000                 -0-
----------------------------------------------------------------------------- --------------------- -------------------
Marjorie and Clarence E. Unterberg Foundation, Inc. (1)                                    125,000                 -0-
----------------------------------------------------------------------------- --------------------- -------------------
William R. Newlin (2)                                                                       25,000                 -0-
----------------------------------------------------------------------------- --------------------- -------------------
National City Bank of Pennsylvania, Trustee under the Agreement dated June                  10,000                 -0-
29, 1981, Buchanan Ingersoll, P.C. Retirement Plan Share of  William R.
Newlin (3)
----------------------------------------------------------------------------- --------------------- -------------------
Birchmere Ventures II LP (4)                                                                   -0-             250,000
----------------------------------------------------------------------------- --------------------- -------------------
Thomas I. Unterberg (5)                                                                        -0-             200,000
----------------------------------------------------------------------------- --------------------- -------------------
John P. Rosenthal (5)                                                                          -0-              50,000
----------------------------------------------------------------------------- --------------------- -------------------
John J. F. Sherrerd (5)                                                                        -0-             180,000
----------------------------------------------------------------------------- --------------------- -------------------
Ellen U. Celli (5)                                                                             -0-              50,000
----------------------------------------------------------------------------- --------------------- -------------------
Emily U. Satloff (5)                                                                           -0-              50,000
----------------------------------------------------------------------------- --------------------- -------------------
TOTAL                                                                                  $ 1,425,000         $ 1,825,000
----------------------------------------------------------------------------- --------------------- -------------------
</TABLE>

(1)          Address is 350 Madison Avenue, 11th Floor, New York, New York,
             10017

(2)          Address is 752 Fleming Lane, Sewickley, Pennsylvania 15143

(3)          Address is c/o National City Bank of Pennsylvania, Attn: Raymond J.
             Rafferty, 20 Stanwix Street, 16th Floor, Pittsburgh, Pennsylvania
             15222, with a copy to Mr. Newlin at c/o Buchanan Ingersoll
             Professional Corporation, One Oxford Centre, 301 Grant Street, 20th
             Floor, Pittsburgh, Pennsylvania 15219-1410

(4)          Address is One North Shore Center, Suite 201, 12 Federal Street,
             Pittsburgh, PA 15212.

(5)          Address is c/o C. E. Unterberg, Towbin, 350 Madison Avenue, 11th
             Floor, New York, New York, 10017

                                       5

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