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Exhibit 10.59

    ***Text Omitted and Filed Separately

Confidential Treatment Requested Under 17 C.F.R.

§§200.80(b)(4), 200.83 and 240.24b-2.

	 	 	TURNKEY AGREEMENT
	 

 	 
 	 

between
	 

 	 
 	 

ADOBE SYSTEMS INTERNATIONAL LIMITED PARTNERSHIP having a Cayman Islands Registered Number 11653 c/o Ernst & Young Corporate Centre, Suite 305, P.O. Box 1383, Bay Street, Bridgetown, Barbados
	 

 	 
 	 

and
	 

 	 
 	 

SYKES EUROPE LIMITED, a company

incorporated under the Companies Acts and having

a place of business at Nether Road, Galashiels,

Selkirkshire, TD1 3HE (hereinafter called "Sykes")

	 	WHEREAS
	(A)	 	 	Adobe owns or licenses certain Software Products and related Documentation (all as after defined).
	 
(B)	 

 	 
 	 

Sykes desires to obtain the right to serve as one of Adobe's turnkey suppliers of Software Products as requested by Adobe on the terms and conditions contained herein.
	 
 	 

1.	 
 	 

DEFINITIONS
	 
 	 

 	 
 	 

As used in this Agreement, the following terms shall have the following respective meanings unless the context otherwise requires:
	 
 	 

1.1	 
 	 

"Adobe" shall refer to Adobe Systems International Limited Partnership and any member of the Company Group.
	 
 	 

1.2	 
 	 

"Adobe Designated Destination" shall mean any location to which Adobe instructs Sykes to ship Adobe Product Packages.
	 
 	 

1.3	 
 	 

"Adobe Product Package" shall mean the Software, Documentation, end user agreements, packaging materials and any related materials identified by Adobe in the Master Production Schedule and Bill of Materials for one or more products ("Adobe Product
Packages"). The Adobe Product Packages may be removed, changed, or added to by Adobe, in its sole discretion. A detailed description of what is included in each Adobe Product Package will be supplied by Adobe to Sykes in accordance with Clause
 4.3.
	 
 	 

1.4	 
 	 

"Adobe Product Release" shall mean a version of the product generally released to the public with a version number such as 6.x until it is replaced by a new Adobe Product Release. A new Adobe Product Release would be a change in version from version
6.0 to 6.5 or 6.0 to 7.0 but would not be a change in version from 6.0 to 6.0.7.
	 
 	 

 	 
 	 

 

1

	 
 	 

1.5	 
 	 

"Bill of Materials" shall mean a list, a sample of which is attached hereto as Part 1 of the Schedule, that describes the type and quantity of Components needed to build a particular version of an Adobe Product Package.
	 
 	 

1.6	 
 	 

"Company Group" means Adobe Systems Incorporated, a Delaware corporation having a place of business at 345 Park Avenue, San Jose, California, USA and its subsidiaries and affiliates.
	 
 	 

1.7	 
 	 

"Components" shall mean components to be used by Sykes or any Submanufacturers (as after defined) to produce Finished Goods in accordance with the Print Authorization form and Master Production Schedule.
	 
 	 

1.8	 
 	 

"Confidential Information" shall mean any and all of Adobe's technical and non-technical information including patent, copyright, trade secret, and proprietary information, techniques, sketches, drawings, models, inventions, know-how, processes,
apparatus, equipment, algorithms, software programs, software source documents and formulae related to the current, future and proposed products and services referred to in this Agreement and includes, without limitation, Adobe's information
concerning research, experimental work, development, design details and specifications, engineering, financial information, procurement requirements, purchasing, manufacturing, customer lists, business forecasts, sales and merchandising, marketing
plans and all information disclosed by Adobe to Sykes.
	 
 	 

1.9	 
 	 

"Documentation" shall mean Adobe's published materials used with Adobe Product Packages.
	 
 	 

1.10	 
 	 

"Effective Date" shall mean 4 December 1999.
	 
 	 

1.11	 
 	 

"Finished Goods" shall mean Adobe Product Packages completed by Sykes or Submanufacturer (as after defined) in accordance with the Master Production Schedule.
	 
 	 

1.12	 
 	 

"Fiscal Month" shall mean the months described in the schedule provided by Adobe to Sykes as part of the Master Production Schedule.
	 
 	 

1.13	 
 	 

"Inventory" shall mean (i) the Adobe Product Packages which have been completed by Sykes, (ii) all of Sykes' work in progress with respect to the Adobe Product Packages, (iii) all materials or Components for Adobe Product Packages
which have been ordered by Adobe and received by Sykes or are on order by Sykes with its Submanufacturers (as after defined) (to the extent such materials or Components are non-cancelable or if cancelable, are not subject to any cancellation charges)
only to the extent such items (i), (ii) and (iii) are required to fulfill up to one hundred percent (100%) of the completed Adobe Product Packages referenced in Adobe's Purchase Orders or Master Production Schedule which remain unshipped to
Adobe.
	 
 	 

1.14	 
 	 

"IP Rights" shall mean all of Adobe's and Adobe's suppliers' intellectual property rights, similar and/or neighbouring rights and sui generis rights, inter alia, database protection of whatever nature anywhere in the world and all rights pertaining
thereto including but not limited to all present and future title to and/or interests therein whether recorded or registered in any manner or otherwise, including, without prejudice to the foregoing generality, the Trade Marks and other trade marks
and service marks and applications therefor, patents and patent applications, copyright, database rights, designs, design rights both registered and unregistered, design right applications, trade secrets, know-how, information, production methods,
data, source codes, and object codes, discoveries, specifications, diagrams, technology, research, methods of formulation, results of tests and field trials, specifications of materials, composites of materials, formulae and processes;
	 
 	 

 	 
 	 

 

2

	 
 	 

1.15	 
 	 

"Master Media" shall mean the original reproducible media to be used by Sykes to reproduce the contents of each Adobe Product Package, including, but not limited to, CD, disk, film and paper.
	 
 	 

1.16	 
 	 

"Master Production Schedule" shall mean a two monthly schedule a sample of which is attached hereto as Part 2 of the Schedule given by Adobe to Sykes which may include inter alia: an estimate of the materials projected by Adobe to be needed
by Sykes for the manufacture of one or more Adobe Product Packages; a forecast of Finished Goods required by Adobe to be provided by Sykes; and details of any goods given to Sykes by Adobe to be worked upon by Sykes in accordance with Adobe's
instructions.
	 
 	 

1.17	 
 	 

"Print Authorisation form" shall mean an electronic document from Adobe to Sykes, a sample of which is attached hereto as Part 3A of the Schedule, describing Components to be purchased by Sykes.
	 
 	 

1.18	 
 	 

"Purchase Order" is an electronic document from Adobe to Sykes, a sample of which is attached hereto as Part 3B of the Schedule describing the quantity, sku number, price, and terms for which Adobe is offering to purchase Finished Goods items
which are to be manufactured by Sykes or Submanufacturers (as after defined) in accordance with the Master Production Schedule.
	 
 	 

1.19	 
 	 

"Schedule" means the Schedule in 9 parts attached hereto which shall be deemed to form part of this Agreement.
	 
 	 

1.20	 
 	 

"Software" shall mean the copy(ies) of the Software Products in object code.
	 
 	 

1.21	 
 	 

"Software Products" shall mean the copy(ies) of the Software and the Documentation for the Adobe Products Packages which are supplied to Adobe by Sykes pursuant to this Agreement. For the avoidance of doubt, all categories of Adobe software set out
in either the Master Production Schedule or the Purchase Order are deemed to be Software Products.
	 
 	 

1.22	 
 	 

"Special Printing Aids" shall mean printed materials including: Silkscreens for CD's, t-shirts and other marketing items; steel dies for embossing and engraving; cutting dies for packaging and stickers; lithographic plates for the printing presses;
films; files and artwork.
	 
 	 

1.23	 
 	 

"Specifications" shall mean the detailed specification provided by Adobe to Sykes setting out details of the Components that are to be used by Sykes in fulfillment of its obligations in terms of this Agreement a sample of which is attached hereto as
Part 4 of the Schedule.
	 
 	 

1.24	 
 	 

"Statement of Work" shall mean the statement of work provided to Sykes by Adobe which describes the services to be provided by Sykes to Adobe in terms of this Agreement and which is attached as Part 9 to the Schedule.
	 
 	 

1.25	 
 	 

"Trademarks" shall mean the trademarks used by Adobe and its suppliers to identify the Adobe Product Packages.
	 
 	 

2.	 
 	 

AUTHORIZATION OF MANUFACTURER
	 
 	 

2.1	 
 	 
 Reproduction
	 
 	 

 	 
 	 

Subject to the terms and conditions of this Agreement, Adobe authorizes Sykes, on a non-exclusive basis, to use the Master Media to reproduce and assemble the Adobe Product Packages for distribution exclusively to Adobe for shipment only to Adobe
Designated Destinations, and Sykes accepts such appointment.
	 
 	 

 	 
 	 

 

3

	 
 	 

2.2	 
 	 
 Adobe Product Package Designs
	 
 	 

 	 
 	 

Sykes shall be entitled to reproduce, with no alteration, Adobe's designs and contents for the Adobe Product Packages and shall comply in all respects with the Specifications, unless Adobe has given Sykes prior written approval for changes requested
by Sykes. In the event Sykes wishes to alter any Component of any Adobe Product Package, it will submit samples of such Components, as altered, to Adobe at least thirty (30) days prior to volume production of such altered Adobe Product Packages
by Sykes. Upon receipt of any altered Components, Adobe will promptly approve or reject such alterations in writing. Under no circumstances will Sykes commence volume production of any altered Adobe Product Package or distribute any such Adobe
Product Package without Adobe's prior written approval.
	 
 	 

2.3	 
 	 
 Ownership of Adobe Product Packages
	 
 	 

 	 
 	 

Adobe retains sole ownership of the Documentation, Master Media, Inventory, IP Rights, Confidential Information, and related materials, including but not limited to those used by Sykes to produce the Adobe Product Packages, as well as to all Adobe
Product Packages produced by Sykes under this Agreement. Sykes agrees to take all steps necessary to ensure that all right, title and interest to the foregoing at all times remains with Adobe. To that end, when deemed necessary, in Adobe's sole
discretion, Sykes shall execute all documents necessary to carry out the foregoing including, but not limited to, assignation of any rights Sykes may have therein.
	 
 	 

2.4	 
 	 
 Independent Contractor
	 
 	 

 	 
 	 

The parties agree that no joint venture, partnership, employment or agency relationship shall be deemed to have been created by this Agreement and neither of the parties shall be entitled to bind the other by contract or otherwise.
	 
 	 

2.5	 
 	 
 Use of Third Parties
	 
 	 

2.5.1	 
 	 

Adobe will specify which suppliers Sykes may use to subcontract the production or supply of Components, for CD replication and for duplication of disks for the Adobe Product Packages. Without limiting the foregoing generality, Adobe shall only
authorise CD replicators who have entered into a CD replication agreement with Adobe on terms acceptable to Adobe. Sykes may recommend certain submanufacturers for said Components, for CD replication and for duplicated disks ("Submanufacturer(s)') to
Adobe, but Sykes agrees not to use Submanufacturers unless first approved in writing by Adobe, and Adobe may withdraw such approval at any time during the Term.
	 
 	 

2.5.2	 
 	 

Sykes represents and warrants to Adobe that any Submanufacturers Sykes may use to fulfill its obligations under this Agreement will perform as Sykes is required to perform pursuant to this Agreement, and further that Adobe's consent to Sykes' use of
any Submanufacturers shall not be deemed a waiver of any Adobe rights hereunder nor relieve Sykes of any of its obligations pursuant to this Agreement.
	 
 	 

2.5.3	 
 	 

Adobe will (in accordance with this Clause 2.5) approve successive Submanufacturers if any of the Submanufacturers become incapable, in Adobe's sole discretion, of timely delivery of quality Components or Adobe Product Packages or Adobe
withdraws its approval of any Submanufacturers in terms of Clause 2.5.1 hereof.
	 
 	 

 	 
 	 

 

4

	 
 	 

2.5.4	 
 	 

Prior to any Submanufacturer carrying out work for Sykes in terms of this Agreement, Sykes undertakes that it shall comply with the following provisions:
	 
 	 

2.5.4.1	 
 	 

in the case of disk duplication, Sykes agrees to enter into a written agreement with such Submanufacturer on minimum terms and conditions no less restrictive than those set forth in Part 6 of the Schedule ("Minimum Terms and Conditions")
together with inventory procedures and security procedures no less restrictive than those set out in the Statement of Work;
	 
 	 

2.5.4.2	 
 	 

in the case of all other Submanufacturers, Sykes agrees to enter into a written agreement with such Submanufacturer on terms no less onerous than those set out in this Agreement. Without prejudice to the foregoing generality the terms and conditions
set out in Clauses 2.5, 2.6, 5, 6, 8 (other than 8.3), 9 and 10 of this Agreement together with all provisions in relation to inventory control and anti-piracy set out in the Statement of Work must be reflected in all agreements entered into
between Sykes and Submanufacturers.
	 
 	 

2.5.5	 
 	 

Notwithstanding the foregoing terms of this Clause 2.5, Sykes shall remain fully responsible and accountable to Adobe for all acts and omissions of Submanufacturers as if such acts and omissions were acts and omissions of Sykes
itself.
	 
 	 

2.5.6	 
 	 

Without prejudice to the foregoing terms of this Clause 2.5, Sykes shall be responsible for ensuring that Submanufacturers have security procedures which meet the highest industry standards and Sykes shall be responsible for reviewing and
monitoring all such security arrangements as long as such Submanufacturers are under contract to Sykes.
	 
 	 

2.5.7	 
 	 

Sykes shall ensure that, as part of its arrangement with any Submanufacturers it has the right to regular audits and inspections and that it exercises such rights in accordance with Clause 6.1 of this Agreement.
	 
 	 

2.6	 
 	 
 No Right to Copy
	 
 	 

 	 
 	 

Sykes agrees that it will not make or have made, or permit to be made, any copies of Documentation, Master Media, Inventory, IP Rights, Confidential Information, and related materials or any portions thereof, except as necessary for the reproduction
of the Adobe Product Packages n accordance with the terms of this Agreement and will disclose Confidential Information only as permitted in Clause 9. Sykes will not decode or reverse engineer the Software included in the Adobe Product Packages
in whole or in part. Further, to assure compliance with the foregoing, Sykes shall take all security measures reasonably necessary to comply with this Agreement, including but not limited to the minimum security provisions set forth in the Statement
of Work.
	 
 	 

2.7	 
 	 
 No Other Rights
	 
 	 

 	 
 	 

Except as otherwise expressly stated, this Agreement does not grant Sykes any rights, nor shall any rights be accrued through Sykes' use under this Agreement, to Documentation, Master Media, Inventory, IP Rights, Confidential Information, and related
materials.
	 
 	 

2.8	 
 	 
 Adobe Special Printing Aids or Equipment
	 
 	 

 	 
 	 

 

5

	 
 	 

2.8.1	 
 	 

Sykes acknowledges and agrees that Adobe owns all right, title and interest in (a) any Special Printing Aids paid for or supplied by Adobe for the manufacture of the Adobe Product Packages (including any confusingly similar designs), including,
without limitation all patent, design right, copyright, trade secret, trademark and any other intellectual property rights therein; and (b) any Special Printing Aids, tooling, and equipment paid for or supplied by Adobe specially for the
manufacture of the Adobe Product Packages. Sykes shall not use the foregoing items for any purpose except to manufacture the Adobe Product Packages for Adobe, and Sykes shall not sell any products using such Special Printing Aids, equipment or
tooling to any other party without the written consent of Adobe. Upon termination of this Agreement, Adobe shall have the right to take possession of the Special Printing Aids, equipment or tooling and Sykes shall, within thirty (30) days of
termination, at the sole option of Adobe, either: (i) destroy such items, including all related documentation or (ii) deliver such items, including all related documentation, to Adobe or such other person as Adobe may designate.
	 
 	 

2.8.2	 
 	 

If Sykes creates any Special Printing Aids, equipment or tooling during the Term which are used specifically in relation to the work undertaken by Sykes for Adobe in terms of this Agreement, Sykes undertakes, as soon as is reasonably practicable to
provide Adobe with full details of said Special Printing Aids, equipment or tooling and Adobe shall have a period of 14 days to request Sykes to assign all rights that it has, including intellectual property rights, in and to said Special
Printing Aids, equipment or tooling to Adobe. Following said request from Adobe, Sykes shall have a period of 14 days to assign said rights to Adobe without charge.
	 
 	 

2.9	 
 	 
 Control of Changes
	 
 	 

 	 
 	 

When Adobe requires any changes to be made to the quality standards, Statement of Work, Specifications, or Bill of Materials, it shall provide Sykes with reasonable written notice of any changes that are required, and the parties hereto will discuss
and document in writing any necessary changes that are required. Sykes agrees that it will comply with all reasonable requests for changes or modifications made by Adobe during the Term. The parties hereto acknowledge that what may be reasonable in
terms of this Clause 2.9 shall depend upon the particular change being made by Adobe and the reason that such change is to be made.
	 
 	 

3.	 
 	 

MASTER PRODUCTION SCHEDULE, PURCHASE ORDERS AND PRINT AUTHORISATION FORMS
	 
 	 

3.1	 
 	 
 Projections
	 
 	 

 	 
 	 

Adobe shall provide Sykes with yearly and quarterly volume projections to be used solely for the purpose of Sykes' capacity and resource planning. Notwithstanding the foregoing, said projections shall not be binding on Adobe.
	 
 	 

3.2	 
 	 
 Master Production Schedule
	 
 	 

3.2.1.1	 
 	 

Adobe shall provide Sykes with rolling two monthly Master Production Schedules for make to stock pieces to be used by Sykes to plan for, build or procure Components and materials, time phased pursuant to each Component's described lead
time.
	 
 	 

3.2.1.2	 
 	 

Sykes shall use its best efforts to operate in a "just in time" environment to fulfill Adobe's Master Production Schedule while minimizing Component inventory rush.
	 
 	 

3.2.1.3	 
 	 

Sykes shall respond to Adobe's Master Production Schedule with projected weekly build quantities which will fulfill the Master Production Schedule volume and timing requirements.
	 
 	 

 	 
 	 

 

6

	 
 	 

3.2.1.4	 
 	 

In the event Sykes anticipates it will be unable to meet any Master Production Schedule provided by Adobe, Sykes shall, within a period of 24 (twenty four) hours of being provided with a Master Production Schedule by Adobe, detail in a written report
the reasons for its inability to meet the Master Production Schedule and shall propose a recovery plan for discussion with Adobe.
	 
 	 

3.2.1.5	 
 	 

If Sykes does not, within a period of 24 (twenty four) hours of being provided with a Master Production Schedule by Adobe, provide Adobe with a written report setting out in detail the reasons for its inability to meet the Master Production Schedule
and a proposal for a recovery plan, then Sykes shall be deemed to have accepted the terms of the Master Production Schedule and shall be bound to comply with its terms in their entirety.
	 
 	 

3.2.2	 
 	 

In addition to the provision by Adobe to Sykes of the Master Production Schedule, Adobe and Sykes shall review the terms of the Master Production Schedule on a weekly basis and any alterations to the Master Production Schedule shall be set out in
writing. Following on any such alteration Sykes shall be obliged to follow the Master Production Schedule as amended.
	 
 	 

3.2.3	 
 	 

In addition to the other terms of this Clause 3.2, Adobe shall provide Sykes with a daily spreadsheet setting out on a daily basis the details of the back order of the build to order pieces and Sykes shall be obliged to follow the terms of such
daily spreadsheets in fulfillment of its obligations under this Agreement.
	 
 	 

3.2.4	 
 	 

On a monthly basis during the Term, Adobe shall provide Sykes with details of units which were assembled on a build to order basis in the immediately preceding 30 (thirty) day period.
	 
 	 

3.2.5	 
 	 

During the Term Sykes shall use all reasonable endeavours to accommodate production for Adobe in accordance with this Clause 3.2 and to accommodate any additional requests made by Adobe during the Term.
	 
 	 

3.3	 
 	 
 Purchase Orders and Print Authorisation forms
	 
 	 

3.3.1	 
 	 

On a regular basis, once Adobe's Master Production Schedule has been run through Sykes' MRP program, Adobe will provide Sykes with an electronic Print Authorisation form setting out Components that Sykes requires to purchase to achieve weekly build
quantities of Adobe Product Packages in accordance with the Master Production Schedule as may be amended in accordance with Clause 3.2. Sykes shall use best efforts to purchase 100% of the Print Authorisation form quantities in the week
specified. Sykes shall respond to Adobe's Print Authorisation form with an electronic Print Authorisation confirmation statement (including quantity and ship date) and actual ship date confirmation statement (which shall include the packing list)
upon shipment of the ordered Adobe Product Packages. Adobe and Sykes will mutually agree as to specific timing for release of and confirmation of a Print Authorisation form to achieve the production goal described above.
	 
 	 

3.3.2	 
 	 

For Finished Goods, Sykes shall be required to accept Purchase Orders, Purchase Order changes and shipping orders and to provide Purchase Order confirmation details, Purchase Order shipping notification, Purchase Order receipts, shipping order
confirmations and invoices using electronic communication either through EDI or a web based tool as determined by Adobe.
	 
 	 

 	 
 	 

 

7

	 
 	 

3.3.3	 
 	 

Sykes shall conform to the terms and conditions attached to the Print Authorisation form and to the Purchase Order which are deemed to form part of the Print Authorisation form or the Purchase Order (as the case may be) unless said terms and
conditions are at variance with the terms and conditions of this Agreement in which case the terms and conditions of this Agreement shall prevail.
	 
 	 

3.4	 
 	 
 Miscellaneous Order Information
	 
 	 

3.4.1	 
 	 

Sykes shall (or shall procure that Submanufacturers shall) assemble the Components described in the Print Authorisation form pursuant to the Specifications. Sykes shall invoice Adobe for assembled Adobe Product Packages as provided in Clause 6.3
("Invoices").
	 
 	 

3.4.2	 
 	 

Sykes shall provide such production reports as are reasonably required by Adobe, formats of which are set out in the Statement of Work.
	 
 	 

3.5	 
 	 
 Title and Risk
	 
 	 

3.5.1	 
 	 

Notwithstanding any provision to the contrary within this Agreement:
	 
 	 

3.5.1.1	 
 	 

Title to all Finished Goods shall pass to Adobe as soon as said Finished Goods are completed by Sykes or any Submanufacturers;
	 
 	 

3.5.1.2	 
 	 

Title to all Components shall pass to Adobe as soon as said Components are delivered to Sykes' facilities or any Submanufacturer's facilities as appropriate;
	 
 	 

3.5.2	 
 	 

For the avoidance of doubt the provisions of Clause 3.5.1 shall apply whether or not any Finished Goods or Components are in the possession of Sykes or any Submanufacturers.
	 
 	 

3.5.3	 
 	 

Sykes undertakes to ensure that all Finished Goods, Components and any other part of the Inventory are marked clearly as being the property of Adobe and are not intermingled with any property of Sykes or any property belonging to any third parties
including suppliers or Submanufacturers.
	 
 	 

3.5.4	 
 	 

Risk of loss or damage in relation to Components and all work in progress shall be with Sykes.
	 
 	 

3.5.5	 
 	 

Risk of loss or damage in relation to Finished Goods shall be with Adobe.
	 
 	 

4.	 
 	 

MEDIA REPLICATION
	 
 	 

4.1	 
 	 
 Materials
	 
 	 

4.1.1	 
 	 

Adobe will provide Sykes or Submanufacturers, at Adobe's sole option, with one (1) copy of the Master Media included in each Adobe Product Package as necessary for Sykes to fulfill its obligations under this Agreement. Upon receipt of the Master
Media for an Adobe Product Package, Sykes or any Submanufacturers shall test the Master Media for viruses and faults. Sykes or any Submanufacturers will not commence quantity reproduction of the Master Media until Sykes or any Submanufacturers have
tested the Master Media and taken reasonable care to ensure that the Master Media is free from defects or viruses. Sykes agrees to store (or to procure where appropriate that any Submanufacturers store) the Master Media in a locked, secure, separate
location for production and archival purposes. Sykes agrees to produce the Software for Adobe Product Packages only from the Master Media supplied to Sykes by Adobe and only in quantities due in terms of the Master Production Schedule.

8

	4.1.2	 	When any viruses or faults are discovered by Sykes or Submanufacturers in accordance with Clause 4.1.1 hereof, Sykes undertakes to immediately notify Adobe that a virus or fault has been found and will await further
instruction from Adobe as to how to proceed.
	 

4.2	 
 	 
 Acceptance
	 

 	 
 	 

The Master Media, other Adobe-reproduced media and other materials shipped by Adobe to Sykes will be deemed to have been accepted by Sykes unless Sykes delivers a notice to Adobe specifying the nature of any material defect or quantity discrepancies
within two (2) business days from the delivery of such material (a business day for the purposes of this Clause 4.2 shall mean a day on which the Scottish Clearing Banks are open for business).
	 

4.3	 
 	 
 Specification
	 

 	 
 	 

Adobe will provide Sykes with documentation along with updates and revisions, and other materials relating to the reproduction and assembly of the Adobe Product Packages such as Adobe authorised suppliers, Bill of Materials and Specifications, and
Sykes shall be obliged to Comply with the terms of said documentation including any updates and revisions given to Sykes by Adobe.
	 

5.	 
 	 

INVENTORY
	 

5.1	 
 	 
 Inventory Control
	 

 	 
 	 

Sykes agrees to comply with all the procedures set forth in the Statement of Work in relation to inventory control.
	 

5.2	 
 	 
 Excess Inventory
	 

5.2.1	 
 	 

Adobe shall provide Sykes with a monthly report setting out End of Life (EOL) and obsolescence designations for: (i) Components used by Sykes or any Submanufacturers to construct Finished Goods in terms of this Agreement and/or; (ii)
 Finished Goods themselves. An EOL Designation shall mean that a particular Component or Finished Good shall become obsolete within a period of 6 months.
	 

5.2.2	 
 	 

Adobe shall provide Sykes with as much notice as possible of particular Components or Finished Goods having an EOL Designation and Sykes shall be under an obligation to amend its work practices in terms of this Agreement accordingly.
	 

5.3	 
 	 
 Obsolete Inventory
	 

 	 
 	 

Any part of the Inventory which is deemed to be obsolete by Adobe in accordance with this Clause 5 shall either be delivered to Adobe or destroyed by Sykes (at the sole discretion and cost of Adobe). Notwithstanding the foregoing, Sykes shall be
responsible for the cost of such delivery or destruction where there is obsolete inventory due to the overmanufacture of Components or Finished Goods by Sykes or any Submanufacturers (by way of illustration only this shall include where an EOL
Designation had been given to Sykes by Adobe in accordance with this Clause 5 and Sykes had not amended its work practices in compliance with Clause 5.2.2.).
	 

6.	 
 	 

OBLIGATIONS OF SYKES
	 

 	 
 	 

 

9

	 

6.1	 
 	 
 Manufacturing
	 

 	 
 	 

Sykes and any Submanufacturers will manufacture the Adobe Product Packages in accordance with the most recent versions of Adobe's quality standards, Statement of Work, Specifications and any other instructions given by Adobe to Sykes prior to
commencement of manufacture pursuant to the Master Production Schedule. Sykes will provide Adobe reasonable access to Sykes and Submanufacturers facilities to inspect the Adobe Product Packages, Inventory and their manufacture and undertakes to
ensure (without prejudice to Clause 13 hereof) that Adobe has this right of access in terms of written agreements entered into between Sykes and Submanufacturers. Notwithstanding the foregoing, Sykes undertakes, at the request of Adobe, to
inspect Submanufacturers facilities at regular intervals on behalf of Adobe and to deliver a report to Adobe within [*] of said inspection taking place confirming that any Submanufacturers so inspected are manufacturing the Adobe Product Packages in
accordance with Adobe's quality standards (including without prejudice to the foregoing the manufacturing standard set out in Clause 6.2 hereof), Statement of Work, Specifications and any other instructions given by Adobe to Sykes.
	 

6.2	 
 	 
 Delivery to Adobe Designated Destinations; Acceptance
	 

 	 
 	 

Sykes will ship the Adobe Product Packages to Adobe Designated Destinations according to the delivery schedule set forth by Adobe pursuant to Clause 3 (Master Production Schedule, Purchase Orders and Print Authorisation forms). Ail Adobe Product
Packages shall be packed in accordance with any instructions given by Adobe and good standards of care. Sykes will conduct product inspections in accordance with the guidelines set forth in Adobe SOP 11-007, Product Inspection Requirements for
Turnkey Suppliers (a copy of which is attached as Part 8 of the Schedule) to ensure all Finished Goods shipped to Adobe Designated Destinations conform to specification and are free from defects in materials and workmanship. Adobe shall be
entitled to reject any Adobe Product Package after delivery if it is found to be defective in materials or workmanship. Adobe Product Packages rejected by Adobe shall be returned to Sykes to be reworked or replaced by Sykes and reshipped to Adobe
freight prepaid within a period of 3 days of being so returned by Adobe.
	 

6.3	 
 	 
 Invoices
	 

 	 
 	 

Sykes' invoices shall be submitted using electronic communication either through EDI or a web based tool as determined by Adobe and shall contain the following information: Adobe Purchase Order number, Purchase Order line item, product name,
description of product, quantities, unit prices, extended totals, invoice number and date, remit to address, SKU, item number and any other information mutually agreed to by the parties. Bills of lading, express receipts, or other proof of delivery
shall be furnished upon Adobe's request. All invoices must identify the Adobe Purchase Order or they will not be paid. Sykes will invoice Adobe no earlier than the delivery date to Adobe.
	 

6.4	 
 	 
 Financial Statements
	 

 	 
 	 

In the event that Sykes is not a publicly traded company, upon Adobe's request, Sykes will deliver to Adobe profit and loss statements and balance sheets for Sykes, for the immediately preceding fiscal quarter of Sykes, prepared by Sykes' Chief
Financial Officer. Such information will be treated as confidential by Adobe and disclosed only to Adobe full-time employees on a need-to know basis.
	 

 *  CONFIDENTIAL TREATMENT REQUESTED
	 

 	 
 	 

 

10

	 

6.5	 
 	 
 Records and Reports
	 

 	 
 	 

Sykes will maintain records of all Documentation, Master Media, Inventory, IP Rights, Confidential Information, and all related materials relating to the Adobe Product Packages. Sykes will, at Adobe's request either (i) send Adobe copies of all
such records or (ii) allow Adobe access to its facilities to inspect such records.
	 

6.6	 
 	 
 Account Management
	 

 	 
 	 

Sykes agrees to assign a team to manage Adobe's account as approved by Adobe. The Sykes' Adobe Account Manager will be available to meet with Adobe personnel during normal business hours (for the purposes of this Clause 6.6 normal business hours
shall mean Monday to Friday 8am to 5pm or, in emergency, such other hours as are necessary at Adobe's discretion) to review schedules, attend new product planning meetings, and address other issues of concern. The Account Manager and team shall
participate with Adobe's manufacturing team in joint operations committee meetings which will convene as often as is required by Adobe (via teleconference or in person) to address and resolve all operational, quality, scheduling, supplier and
capacity issues as can be expected to arise in the normal course of business. In the event that Adobe is dissatisfied with the Adobe Account Manager for any valid commercial reason, Adobe will ask Sykes to assign a new Account Manager who is mutually
agreeable to Adobe and Sykes and Skyes shall be obliged to assign an interim Account Manager to Adobe within a 7 day period and to assign a permanent replacement Account Manager within a 6 week period.
	 

6.7	 
 	 
 Capacity
	 

6.7.1	 
 	 

Sykes shall, either itself, or through Submanufacturers provide sufficient capacity to manufacture all quantities or volumes required by Adobe in terms of the Master Production Schedule as amended from time to time.
	 

6.7.2	 
 	 

If the volumes required by Adobe in terms of the Master Production Schedule as amended from time to time require use by Sykes of overtime, weekends, holidays, additional Submanufacturers or additional facilities which result in additional cost to
Sykes, then Sykes shall provide Adobe with reasonable notice and an estimate of such additional cost and the parties hereto shall agree what additional cost shall be borne by Adobe prior to Sykes or Submanufacturers commencing
manufacturing.
	 

6.8	 
 	 
 Reporting Requirements
	 

6.8.1	 
 	 

Without prejudice to Clause 6.2 hereof Sykes shall comply with the reporting requirements set out in the Statement of Work or as otherwise requested by Adobe.
	 

6.8.2	 
 	 

Without prejudice to Clause 6.2 hereof, during the manufacturing process carried out by Sykes in terms of this Agreement Sykes shall supply Adobe with samples in accordance with the provisions set out in the Statement of Work.
	 

6.9	 
 	 
 Virus Checks
	 

 	 
 	 

In addition to any other references to virus checks in this Agreement Sykes shall (or shall procure that Submanufacturers shall):
	 

6.9.1	 
 	 

perform one ore more virus scans using the latest release of one or more commercially released virus scan software products on all disk Master Media immediately prior to duplicating;
	 

 	 
 	 

 

11

	 

6.9.2	 
 	 

perform media verification on a disk or diskettes as requested by Adobe, and generate a separate check sum for each diskette which is identical to the check sum that is supplied by Adobe;
	 

6.9.3	 
 	 

perform a complete file server backup and virus scan using the latest release of one or more commercially released virus scan software products weekly on the replication/duplication network (being the replication network for the purposes of disks and
the duplication network for the purposes of CD's). Any backup media shall be stored in a fire safe. The network virus software shall continuously monitor all replication/duplication network (being the replication network for the purposes of disks and
the duplication network for the purposes of CD's) file activity as an added precaution and will automatically initiate a system shut down of workstation notification if any suspected virus is detected;
	 

6.9.4	 
 	 

if a virus is found by Sykes (or Submanufacturers) in terms of this Clause 6.9, clean it from the hard drive or network if required, and notify Adobe immediately that a virus has been found. Sykes and any Submanufacturer shall wait for further
instruction from Adobe and verification to proceed;
	 

6.9.5	 
 	 

not (and undertake to procure that Submanufacturers shall not) introduce viruses to CD's that are replicated in terms of this Agreement.
	 

6.10	 
 	 
 Millennium Compliance
	 

6.10.1	 
 	 

Sykes warrants that the performance, operation and functionality of: (i) all Components used by it in the performance of its obligations in terms of this Agreement and (ii) all Finished Goods supplied by it to Adobe in terms of this
Agreement shall: (A) not be affected in any manner or respect (whether by error, interruption or otherwise) by the inputting, processing or outputting of: (a) dates prior to, during and after the year 2000 or in any other respect after 31
December 1999 by virtue only of passing that date (b) dates during any leap year; and/or (c) the date 9th September and; (B) comply with the definition of Year 2000 conformity (and the rules stated in relation to that definition)
prepared by the British Standards Institution (document reference DISC PD- 2000 a copy of which is attached as Part 5 of the Schedule).
	 

6.10.2	 
 	 

Sykes undertakes to ensure that all Components and Finished Goods supplied to it by Submanufacturers or suppliers in terms of this Agreement comply with the definition of Year 2000 conformity (and the rules stated in relation to that definition)
prepared by the British Standards Institution (document reference DISC PD-2000).
	 

6.11	 
 	 
 Location of Sykes
	 

 	 
 	 

If Sykes intends to relocate all or any part of its business from Galashiels, Scotland, it shall give Adobe no less than [*] notice of its intention to so relocate and also details of where it intends to relocate to. Adobe expressly reserves the
right to terminate this Agreement by notice in the event that Sykes intends to relocate all or any part of its business from Galashiels, Scotland.
	 

6.12	 
 	 
 Business Continuity Plan
	 

6.12.1	 
 	 

Sykes undertakes that it shall, during the Term, comply with and follow its business continuity plan (the "BCP") in effect from time to time (a copy of the plan dated November 1998 has been exhibited to Adobe).
	 

 *  CONFIDENTIAL TREATMENT REQUESTED
	 

 	 
 	 

 

12

	 

6.12.2	 
 	 

Sykes undertakes that it shall, during the Term, continually review, update and improve the BCP and, that it shall not make any amendments to the BCP without the prior consent of Adobe.
	 

7.	 
 	 

PAYMENTS AND TAXES
	 

7.1	 
 	 
 Payments
	 

 	 
 	 

Provided Sykes is in compliance with the terms and conditions of this Agreement, Adobe shall pay Sykes:
	 

7.1.1	 
 	 

the amounts in respect of services to be performed and Finished Goods to be supplied by Sykes hereunder which have been accepted by Adobe in terms of a Purchase Order; and
	 

7.1.2	 
 	 

the payment set out in Part 7 Section A of the Schedule.
	 

7.2	 
 	 

For the avoidance of doubt, the parties hereto hereby acknowledge that no other payments of whatsoever nature other than the foregoing payments set out in this Clause 7.1 shall be payable by Adobe to Sykes in terms of this Agreement.
	 

7.2.1	 
 	 

Invoices properly submitted by Sykes shall be payable net thirty (30) days from date of receipt by Adobe of Sykes invoice (in accordance with Clause 6.3 hereof in respect of payments made in terms of Clause 7.1.1).
	 

7.2.2	 
 	 

If Adobe disputes any portion of any invoice given by Sykes to Adobe, then Adobe will pay the undisputed portion and shall promptly inform Sykes of the nature of the dispute. The parties will use their best efforts to resolve the dispute promptly in
accordance with the escalation procedures set out in the Statement of Work.
	 

7.2.3	 
 	 

Payment of an invoice shall not constitute acceptance of products and will be subject to adjustment for errors, shortages, defects or other failure to meet the requirements of this Agreement.
	 

7.2.4	 
 	 

Adobe may, in its own discretion, make payment to Sykes pursuant to this Agreement by electronic means and Sykes confirms that it shall accept said payment by such method.
	 

7.3	 
 	 
 VAT
	 

 	 
 	 

In respect of all payments to be made by Adobe to Sykes in terms of this Agreement, Sykes shall be obliged to provide Adobe with a valid VAT invoice.
	 

7.4	 
 	 
 Most favourable payment terms
	 

7.4.1	 
 	 

If at any time during the Term Sykes provides goods or services similar to the goods or services provided in terms of this Agreement to any third party on payment terms which are more favourable in respect of such goods or services than the payment
terms provided herein then the parties agree that the payment terms applying to provision of such goods or services hereunder shall, at the request of Adobe, be amended to provide for such favourable payment terms.
	 

7.4.2	 
 	 

Notwithstanding the provisions of Clause 7.4.1 hereof, Sykes shall not be obliged to disclose the identity of any such third party.
	 

7.4.3	 
 	 

Sykes shall be bound to inform Adobe immediately if any such circumstances as set out in Clause 7.4.1 arise at any time during the Term.
	 

 	 
 	 

 

13

	 

7.5	 
 	 
 Taxes and Duties
	 

 	 
 	 

Except as otherwise provided in this Agreement, Adobe agrees to pay any sales, use, import or export, value added or similar tax or duty relating to Adobe Product Packages delivered pursuant to the terms of this Agreement, other than those based on
Sykes' net income (subject to full details of said taxes or duties being set out on invoices provided by Sykes to Adobe in terms of this Agreement). If a resale certificate or other certificate or document of exemption is required in order to exempt
Adobe Product Packages from any such liability, Sykes will promptly execute and furnish such document or certificate to Adobe.
	 

8.	 
 	 

WARRANTY
	 

8.1.1	 
 	 

Conformance to Specifications Sykes warrants that:
	 

8.1.1.1	 
 	 

Adobe Product Packages and any Inventory sold to Adobe: (i) will be free and clear of all liens and encumbrances caused by Sykes; (ii) will conform, in all respects, to the Specifications; and (iii) will be of satisfactory quality and
otherwise free from defects in materials and workmanship and;
	 

8.1.1.2	 
 	 

no viruses shall be introduced to CD's that are replicated by Sykes or Submanufacturers in terms of this Agreement.
	 

8.1.2	 
 	 

Without prejudice to Clause 13 hereof, Adobe will conduct periodic inspections at Adobe's, Sykes' and Submanufacturers' facilities of Adobe Product Package lots, and notify Sykes in writing of failure to conform to Specifications. Each such
notice shall describe the lot virus or defect or the isolated virus or defect (collectively, a "Defect"), as the case may be, in reasonable detail.
	 

8.1.3	 
 	 

If Adobe experiences field failures traceable to a defect severe enough at Adobe's discretion to warrant retraction of distributed Adobe Product Packages, Sykes shall provide immediate support to Adobe in taking corrective action including, if
appropriate, a recall program at Sykes expense to repair or replace all Adobe Product Packages which may be defective.
	 

8.1.4	 
 	 

Without prejudice to Clause 8.1.3, if a Defect is caused by the accident, abuse, misuse, neglect, alteration or repair by Sykes or its Submanufacturers or suppliers then Adobe may return the Adobe Product Packages subject to such Defect to Sykes
at Sykes' expense, and Sykes will reimburse Adobe for such shipping costs provided that Sykes has consented to the shipping method and cost prior to the return of such Adobe Product Packages (such consent not to be unreasonably withheld) and Sykes
shall either repair, replace, or credit Adobe for the price charged by Sykes to Adobe of such Adobe Product Packages (the option being in Sykes' sole discretion).
	 

8.2	 
 	 
 Free from defects
	 

 	 
 	 

In the event Adobe authorizes Sykes to reproduce CD's or disks from the Master Media, Sykes warrants that:
	 

8.2.1	 
 	 

the reproduced media will be free from defects in materials and workmanship for a period of one (1) year from the date of its delivery to Adobe and;
	 

8.2.2	 
 	 

the software portions of the Adobe Product Packages shall digitally match the Master Media.
	 

 	 
 	 

 

14

	 

8.3	 
 	 
 Insurance
	 

 	 
 	 

Sykes shall obtain and maintain product liability, public liability and professional indemnity insurance policies each with caps of [*] Sterling or any statutory minimum in place from time to time, in respect of each of such policies with a reputable
insurance company in respect of Sykes liabilities hereunder both during subsistence of this Agreement and for a period of five years after its expiry or termination. For as long as such insurance is required as aforesaid, Sykes shall submit to Adobe
annually (on the anniversary of the Effective Date):—

	 

 	 
 	 

a.	 
 	 

copies of all relevant insurance policies; and
	 

 	 
 	 

b.	 
 	 

such evidence of payment of premiums (including payment receipts) as Adobe shall reasonably require in respect of such insurance to show that it has been obtained and renewed.

	 

 	 
 	 

Without prejudice to the foregoing Adobe shall be entitled to require sight of such evidence of insurance.
	 

9.	 
 	 

IP RIGHTS AND CONFIDENTIAL INFORMATION
	 

9.1	 
 	 
 Acknowledgment and Protection of IP Rights
	 

 	 
 	 

Sykes acknowledges that the Documentation, Master Media, Inventory, IP Rights, Confidential Information Documentation, Master Media, Inventory, IP Rights, Confidential Information, and related materials relating to the Adobe Product Packages only to
employees and consultants of Sykes or Submanufacturers approved by Adobe pursuant to Section 2.5 ("Use of Third Parties") with a need to know such information and who have signed confidentiality agreements or other written policies of Sykes
which obligate them to take all reasonable precautions to prevent disclosure of such Confidential Information to other parties (said confidentiality agreements or written policies to be no less onerous than those set out in this Clause 9)
 .
	 

9.2	 
 	 
 No Publicity
	 

 	 
 	 

Sykes shall not publicly disclose the existence of this Agreement nor disclose any terms of this Agreement, orders, forecasts or deliveries hereunder at any time, without the prior written consent of Adobe. Neither party shall disclose the terms of
this Agreement without the prior written consent of the other party, except (i) as may be required by law or (ii) such limited disclosure as may be reasonably necessary to either party's bankers, lawyers or accountants.
	 

9.3	 
 	 
 Confidentiality
	 

 	 
 	 

Sykes agrees that it will not reproduce, make use of, disseminate, or in any way disclose Confidential Information to any person, firm or business, except to the extent necessary for negotiations, discussions, and consultations with personnel or
authorised representatives of Adobe, and for the purpose of fulfilling the terms of this Agreement.
	 

9.4	 
 	 

Sykes agrees that it shall treat all Confidential Information with the same degree of care as it accords to its own confidential information and Sykes represents that it exercises reasonable care to protect its own confidential
information.
	 

 *  CONFIDENTIAL TREATMENT REQUESTED
	 

 	 
 	 

 

15

	 

9.5	 
 	 

Sykes agrees that it will not modify, reverse engineer, decompile, create other works from, or disassemble any software programme contained in the Confidential Information, Master Media or Adobe Product Packages.
	 

9.6	 
 	 

Sykes obligations in terms of 9.3, 9.4 and 9.5 and with respect to any portion of Confidential Information shall terminate when and if Sykes can document that (a) it was in the public domain at or subsequent to the time it was communicated to
Sykes by Adobe through no fault of Sykes (b) it was rightfully in Sykes' possession free of any obligation of confidence at or subsequent to the time it was communicated to Sykes by Adobe; (c) it was developed by employees or agents of
Sykes independently of and without reference to any information communicated to Sykes by Adobe; or (d) the communication was in response to a valid order by a court or other governmental body, was otherwise required by law, or was necessary to
establish the rights of either party under this Agreement.
	 

9.7	 
 	 

Adobe agrees to treat as confidential any information which is confidential and proprietary to Sykes and which is provided to Adobe during the term of the Agreement at Adobe's request, and to ensure that all appropriate precautions are in place to
ensure that all such information is treated as confidential by it, its officers and employees. Adobe's obligations in terms of this Clause 9.7 and with respect to any portion of such confidential information shall terminate when and if Adobe can
document that (a) it was in the public domain at or subsequent to the time it was communicated to Adobe by Sykes through no fault of Adobe; (b) it was rightfully in Adobe's possession free of any obligation of confidence at or subsequent to
the time it was communicated to Adobe by Sykes; (c) it was developed by employees or agents of Adobe independently of and without reference to any information communicated to Adobe by Sykes; or (d) the communication was in response to a
valid order by a court or other governmental body, was otherwise required by law, or was necessary to establish the rights of either party under this Agreement.
	 

9.8	 
 	 

Neither party shall communicate any information to the other in violation of the proprietary rights of any third party.
	 

10.	 
 	 

PROPRIETARY NOTICES & TRADEMARKS
	 

10.1	 
 	 
 Proprietary Notices
	 

 	 
 	 

Sykes agrees that each Adobe Product Package shall contain the same proprietary notices that appear on or in the Master Media and other materials delivered by Adobe to Sykes, and any other notices required by Adobe to preserve Adobe's and its
suppliers' IP Rights.
	 

10.2	 
 	 
 Ownership of Marks
	 

 	 
 	 

Sykes acknowledges the validity of the Trademarks and their ownership by Adobe or its suppliers, agrees that it will do nothing inconsistent with such ownership and that all use of the Trademarks by Sykes shall inure to the benefit of and be on
behalf of Adobe and its suppliers. Sykes agrees that nothing in this Agreement shall give Sykes any right, title or interest in the Trademarks other than the right to use the Trademarks in accordance with this Agreement and Sykes agrees that it will
not challenge the title of Adobe or its suppliers to the Trademarks.

16

	10.3	 	Infringement Proceedings
	 

 	 
 	 

Sykes agrees to notify Adobe of any unauthorized use of the Trademarks or any Component of the Adobe Product Packages by others promptly as such use comes to Sykes' attention. Adobe shall have the sole right and discretion to bring infringement or
unfair competition proceedings involving for said unauthorized use. On request by Adobe, Sykes shall provide Adobe at the expense of Adobe, with such assistance as is required by Adobe (acting reasonably) in bringing said infringement or unfair
competition proceedings.
	 

11.	 
 	 

PATENT, COPYRIGHT AND TRADEMARK INDEMNITY
	 

11.1	 
 	 

Subject to the limitations set forth herein below, Adobe shall defend Sykes from all claims, suits or proceedings with respect to any claim that the Adobe Product Packages as designed by Adobe, infringe upon any European Union ("EU") member state
copyright, trade mark or patent; provided, however, that Sykes, at its own expense (i) promptly notifies Adobe in writing of such claim, suit or proceeding (ii) gives Adobe the right to control and direct investigation, preparation, defense
and settlement of any claim, suit or proceeding; (iii) makes no admission of liability; and (iv) gives assistance and full co-operation for the defense of same and further provided that Adobe's liability with respect to portions of Adobe
Product Packages provided by or licensed from third parties will be limited to the extent Adobe is indemnified by such third parties. Adobe shall pay any resulting damages, costs and expenses finally awarded to a third party but Adobe is not liable
for such amounts, or for settlements incurred by Sykes without Adobe's written authorisation. If such claim, suit or proceeding has occurred or, in Adobe's opinion, is likely to occur, Adobe may, at its election and expense, either obtain for Sykes
the right to continue manufacturing such allegedly infringing Adobe Product Packages, replace or modify the Adobe Product Packages so they are not infringing, or remove such Adobe Product Packages from this Agreement.
	 

11.2	 
 	 
 Limitations on Indemnity
	 

 	 
 	 

The provisions of the foregoing indemnity shall not apply with respect to any instances of infringement based upon or arising out of use of any Adobe Product Package which has been modified by Sykes or any third party (except to the extent such
modifications are authorized and approved by Adobe). Notwithstanding any other provisions, the foregoing indemnity shall not apply with respect to any infringement based on Sykes' activities occurring subsequent to its receipt of notice of any
claimed infringement unless Adobe shall have given Sykes written permission to continue to reproduce and assemble the allegedly infringing Adobe Product Package. This shall be Adobe's sole and exclusive obligation for breach of this
indemnity.
	 

12.	 
 	 

FORCE MAJEURE
	 

12.1	 
 	 

Neither party shall be liable by reason of any failure or delay in the performance of its obligations under this Agreement on account of strikes, riots, insurrection, fires, flood, storm, explosions, acts of God, war, governmental action, labour
conditions, earthquakes, material shortages or any other cause which is beyond the reasonable control of such party. If such events cause a failure or delay by Sykes, then Sykes will notify Adobe of the causes of such failure or delay and the period
of performance will be extended by a period equal to the delay caused by such event.
	 

 	 
 	 

 

17

	 

12.2	 
 	 

Upon determination by Adobe that the event will impact Sykes print and/or production of Adobe product for a period to exceed [*], Sykes will immediately arrange to shift production to such other Sykes European or Ireland Customer Operations Centres
(if assembly impacted) or to other print suppliers (if print plant impacted), to bring Adobe production back to delivery schedule level as quickly as possible, and in no case longer than [*]. Sykes will participate with Adobe, at Adobe's discretion,
to recover print or production through other Adobe third party vendors as may be required to ensure restoration of Adobe revenue shipments. Upon resolution of any such event, Sykes will make every effort to allocate its print and/or production
capacity, without additional cost to Adobe, to meet required delivery schedules, and to restore print and/or production to the original plants. For the avoidance of doubt, if there is any conflict between this Clause 12 and the BCP, the
provisions of this Clause 12 shall prevail.
	 

13.	 
 	 

RIGHT OF AUDIT
	 

13.1	 
 	 

Sykes shall (and shall procure that all Submanufacturers shall) permit Adobe and/or its nominated representatives to inspect Sykes' and/or Submanufacturer's records pertaining to the services provided in terms of this Agreement (including, without
limitation to the foregoing, all financial records) and to enter any premises of Sykes or Submanufacturers at which the Adobe Product Packages are being manufactured and/or stored and to inspect the activities at such premises to ensure compliance by
Sykes and/or Submanufacturers with all the terms of this Agreement including, without prejudice to the foregoing generality, the terms of Clauses 2.5, 2.6, 5, 6, 8, 9 and 10 of this Agreement. Where said premises are not owned or controlled by Sykes,
Sykes shall procure all necessary rights of entry to enable Adobe to exercise its right of inspection hereunder.
	 

13.2	 
 	 

In the event that the inspection referred to in Clause 13.1 discloses a material failure of Sykes to comply with its obligations in terms of this Agreement, Sykes shall pay the costs of the inspection within thirty (30) days of Adobe's
demand.
	 

13.3	 
 	 

Any inspection conducted pursuant to Clause 13.1 shall be conducted during regular business hours in such a manner as not to interfere with Sykes' normal business activities. Any and all rights of Adobe set out in this Clause 13 shall be
without prejudice to Adobe's other rights and remedies at law and under this Agreement.
	 

13.4	 
 	 

Sykes shall inspect all relevant records of Submanufacturers in accordance with the terms of Clause 13.1 on behalf of Adobe and at the request of Adobe to ensure compliance with the terms of this Agreement, and shall report any breaches to Adobe
immediately at which point Sykes shall be obliged, at the request of Adobe, to cease using such Submanufacturers.
	 

14.	 
 	 

TERM AND TERMINATION
	 

14.1	 
 	 

Unless earlier terminated as provided herein or otherwise agreed in writing, the term of this Agreement shall begin on the Effective Date and shall continue in force for the duration of the Adobe Product Release for which Sykes is providing services
hereunder ("Term').
	 

14.2	 
 	 
 Termination Without Cause
	 

 	 
 	 

Either party may terminate this Agreement without cause upon ninety (90) days' prior written notice to the other party subject always Clause 14.1 hereof and Adobe's right to terminate in accordance with Clause 6.11 hereof.
	 

 *  CONFIDENTIAL TREATMENT REQUESTED
	 

 	 
 	 

 

18

	 

14.3	 
 	 
 Default, Notice and Termination Without Cure
	 

14.3.1	 
 	 

If Sykes materially defaults in the performance of any provision of this Agreement (a material default for the purposes of this Clause shall be deemed to include, without prejudice to the foregoing generality, breaches of Clauses 2.5, 2.6, 6.9 and 8
together with breaches of inventory control and anti-piracy provisions set out in the Statement of Work), Adobe may give written notice to Sykes that if the default is not cured within ten (10) days, the Agreement will be terminated and, upon
expiration of such period without cure, this Agreement shall be terminable by Adobe immediately on giving notice. For the avoidance of doubt, if a breach is incurable, Adobe shall have the right (in its sole discretion) to serve notice to terminate
on Sykes to take effect immediately.
	 

14.3.2	 
 	 

Notwithstanding the terms of Clause 14.2.1, Adobe will set out in the Statement of Work an escalation procedure in relation to complaints and disputes which the parties hereto will adhere to during the Term.
	 

14.4	 
 	 
 Insolvency
	 

 	 
 	 

This Agreement shall immediately and automatically terminate, without judicial intervention, if either party is declared bankrupt, files for moratorium on payments of its debts or seeks any other relief, or if either party shall go into liquidation
(other than for a member's voluntary liquidation for the purposes of reconstruction or amalgamation) or enter into a scheme or voluntary arrangement with its creditors or become subject to an administration order or have a Receiver appointed over any
of its property and assets or undergo any proceeding analogous to any of the foregoing events. Both parties shall use best efforts to notify the other party hereto immediately if one of the foregoing events occurs.
	 

14.5	 
 	 
 Rights Upon Termination
	 

 	 
 	 

Upon the termination of this Agreement for any reason:
	 

14.5.1	 
 	 

Discontinuation of Use and Return of Copies
	 

 	 
 	 

Sykes shall immediately discontinue reproduction and return or destroy, at Adobe's option, the Master Media and Adobe Product Packages in the Inventory, and Confidential Information, and all copies in its possession of the foregoing (including copies
placed in any storage device under Sykes' control). For the avoidance of doubt, if termination is due to the fault of Sykes, the costs of destruction in terms of this Clause 14.5.1 shall be borne by Sykes.
	 

14.5.2	 
 	 
 Payment of Inventory
	 

 	 
 	 

Sykes shall cooperate with Adobe to sell and/or move Inventory to either Adobe or Adobe's Designated Destination (at Adobe's sole discretion) such that the sale and/or move may be completed within 7 days of the termination. Adobe shall have no
obligation to purchase Inventory unless, prior to termination, said Inventory was purchased by Sykes pursuant to a Print Authorisation form or Purchase Order submitted by Adobe.
	 

14.5.3	 
 	 
 Termination Compensation
	 

 	 
 	 

 

19

	 

 	 
 	 

Sykes shall not be entitled to any compensation, damages or payments in respect of any goodwill that has been established or for any damages on account of prospective profits or anticipated sales, and neither party shall be entitled to reimbursement
in any amount for training, advertising, market development, investments or other costs that shall have been expended by either party before the termination of this Agreement, regardless of the reason for, or method of, termination of this Agreement
and each party waives its rights under applicable laws for any such compensation, reimbursement, or damages. Except as provided in Clause 14.5.2, Adobe will have no further liability for any costs or expenses relating to the Inventory on the
date of termination;
	 

14.5.4	 
 	 
 Transfer of Data
	 

 	 
 	 

Sykes shall immediately provide Adobe with current and accurate copies of Adobe Product Packages, Documentation, Master Media, Inventory, IP Rights, Confidential Information, and related materials relating to the Adobe Product Packages and all other
data which in the reasonable opinion of Adobe is required to enable Adobe to continue reproduction of the Adobe Product Packages with another supplier, provided that such other materials or information is not Sykes' confidential information.
Notwithstanding the foregoing provisions of this Clause 14.5.4, at Adobe's request, prior to such termination being effective, Sykes shall provide all reasonable assistance to Adobe to enable Adobe to effect an orderly transfer of the
performance of Sykes obligations described in this Agreement from Sykes to a third party of Adobe's choice. Such assistance shall include the provision of all of the items referred to above in this Clause 14.5.4.
	 

14.5.5	 
 	 
 Survival of Obligations
	 

 	 
 	 

Sykes agrees that its obligations pursuant to Clauses 2.1 ("Ownership of Adobe Product Packages"), 2.6 ("No Right to Copy"), 2.8 ("Adobe Special Printing Aids or Equipment"), 7 ("Payments"), 8 ("Warranty"), 9 ("IP Rights and Confidential Information")
, 10 ("Proprietary Notices and Trademarks"), 11 ("Patent, Copyright and Trademark Indemnity"), 13 ("Right of Audit"), 14.5 ("Rights Upon Termination") and 16 ("Miscellaneous") shall survive any termination or expiration of rights under this
Agreement.
	 

15.	 
 	 

LIMITATION OF LIABILITY.
	 

 	 
 	 

ADOBE WILL NOT BE LIABLE FOR ANY LOSS OF USE, INTERRUPTION OF BUSINESS, COST OF PROCUREMENT OF SUBSTITUTE GOODS, TECHNOLOGY OR SERVICES OR ANY INDIRECT, SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGES OF ANY KIND (INCLUDING LOST PROFITS) REGARDLESS OF
THE FORM OF ACTION WHETHER IN CONTRACT, DELICT (INCLUDING NEGLIGENCE), STRICT PRODUCT LIABILITY OR ANY OTHER LEGAL OR EQUITABLE THEORY EVEN IF ADOBE HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
	 

 	 
 	 

 

20

	 

16.	 
 	 

MISCELLANEOUS
	 

16.1	 
 	 
 Notices
	 

 	 
 	 

All notices or reports permitted or required under this Agreement shall be in writing and shall be by personal delivery, registered mail or by reputable international courier service. Notice shall be deemed to have been given upon personal delivery,
on the date shown on the receipt for registered mail or on the date of delivery shown in the business records of the international courier service. The addresses for service shall be:

	 

 	 
 	 

For Adobe:	 
 	 

For the attention of:

President of Adobe Systems International, Inc.

345 Park Avenue

San Jose

California 95110 - 2704

USA
	 

 	 
 	 

 	 
 	 

with a copy to:
	 

 	 
 	 

 	 
 	 

Senior Vice President and General Counsel

Adobe Systems Incorporated

345 Park Avenue

San Jose

California 95110 - 2704

USA
	 

 	 
 	 

For Sykes:	 
 	 

For the attention of:
	 

 	 
 	 

 	 
 	 

The Managing Director

Sykes Enterprises Incorporated, B.V.

Naritaweg 70

1043 BZ Amsterdam

The Netherlands
	 

 	 
 	 
or as subsequently notified by the parties from time to time.

	 

16.2	 
 	 
 Assignation
	 

 	 
 	 

The rights and interests of Sykes under this Agreement are not assignable without prior written consent of Adobe. Any sale or other transfer of substantially all of Sykes' assets by consolidation, merger or reorganization, of a majority of the voting
stock of Sykes, shall be an assignation for purposes of this Agreement. The rights and interests of Adobe under this Agreement are fully assignable by Adobe subject to credit approval by Sykes. Subject to the foregoing, this Agreement shall be
binding on and inure to the benefit of the parties of this Agreement and their respective successors and assignees.
	 

16.3	 
 	 
 Governing Law and Forum
	 

 	 
 	 

The terms of this Agreement shall be governed by the Laws of Scotland and the parties hereto hereby submit to the exclusive jurisdiction of the Court of Session Scotland.
	 

16.4	 
 	 
 Severability
	 

 	 
 	 

If any provision of this Agreement is declared by a court of competent jurisdiction to be invalid, void, or unenforceable, the remaining provisions nevertheless will continue in full force and effect without being impaired or invalidated in any way
and the parties agree to substitute for the invalid provision a valid provision approximating the intent and economic effect of the invalid provision.
	 

 	 
 	 

 

21

	 

16.5	 
 	 
 Entire Agreement
	 

 	 
 	 

This Agreement including the Schedule contains the entire agreement between the parties and supersedes any and all other agreements, whether written or oral, between the parties relating to the same subject matter, except as may be subsequently
provided in writing and agreed upon by the parties. In the event of a conflict or inconsistency between this Agreement or the Schedule and any terms and conditions attached to a Print Authorisation form or Purchase Order then the provisions of this
Agreement or the Schedule shall prevail with respect to the specific provisions to which such conflict pertains.
	 

16.6	 
 	 
 Modification and Waiver
	 

 	 
 	 

No supplement, modification, or amendment of this Agreement shall be binding unless executed in writing by both of the parties. No waiver of any of the provisions of this Agreement shall be deemed or shall constitute a waiver of any other provision
(whether or not similar) nor shall such waiver constitute a continuing waiver. The failure of either party to require performance by the other party of any provision of this Agreement shall not affect the full right to require such performance at any
subsequent time, nor shall the waiver by either party of a breach of any provision of this Agreement be taken or held to be a waiver of the provision itself.
	 

16.7	 
 	 
 Section Headings
	 

 	 
 	 

Section headings are inserted for convenience only and will not be considered to define, limit or affect the interpretation or construction of this Agreement.
	 

16.8	 
 	 
 Country of Origin
	 

 	 
 	 

Sykes shall, where possible, provide Adobe, prior to the initial delivery of any Adobe Product Package, with a certificate of origin for such Adobe Product Package. If the country of origin for any Adobe Product Package should change, Sykes shall
provide a new certificate of origin prior to the delivery of any Adobe Product Package affected by such change. Further, where Components are provided to Adobe by a supplier which is a company registered in Scotland, Sykes shall procure that said
company provides Adobe with a certificate of origin for said Components.
	 

16.9	 
 	 
 Compliance with Laws
	 

 	 
 	 

Sykes shall, in carrying out this Agreement, comply with all statutes, ordinances, codes, instruments, regulations, resolutions, rules,, requirements and directives and all decisions, judgements, writs, interdicts, injunctions, orders, decrees or
demands of courts, administrative bodies and other authorities having jurisdiction over the subject matter of this Agreement.

22

    IN
WITNESS WHEREOF these presents on this and the preceding twenty-four (24) pages together with the Schedule in nine (9) parts attached hereto are executed
as follows:

For
and on behalf of

ADOBE SYSTEMS INTERNATIONAL LIMITED PARTNERSHIP

by Adobe Systems International, Inc. its General Partner

	at	 
	 

on January 26, 2000	 

 
	 

By	 

 
	 

/s/ JIM BRIODY   
J.F. Briody, President	 

 
	 

For and on behalf of

SYKES EUROPE LIMITED

by a Director thereof	 

 
	 

at	 

 
	 

on January 26, 2000	 

 
	 

/s/ SCOTT J. BENDERT   	 

Sr. Vice President and Director
	 

before the following witness	 

 

	 

 

/s/ GERRY L. ROGERS   
	 
 
 	 

 

Witness	 

 

 	 
 
 	 

 

	 
 
 	 

 

Director
	 

 

Gerry L. Rogers
	 
 
 	 

 

Full Name	 

 

 	 
 
 	 

 

 	 
 
 	 

 

 
	 

 

100 N. Tampa St. Ste. 3900
	 
 
 	 

 

Address	 

 

 	 
 
 	 

 

 	 
 
 	 

 

 
	 

 

Tampa, FL 33602
	 
 
 	 

 

 	 

 

 	 
 
 	 

 

 	 
 
 	 

 

 

23

THIS
IS THE SCHEDULE IN NINE (9) PARTS REFERRED TO IN THE FOREGOING AGREEMENT

BETWEEN ADOBE SYSTEMS INTERNATIONAL LIMITED PARTNERSHIP AND SYKES EUROPE LIMITED

Part 1

Bill of Materials

24

Part
2

Master
Production Schedule

25

Part 3A

Print Authorisation form

	WH
	 	COMP
	 	DES
	 	ON

HAND
	 	ON

ORDER
	 	DATE

DUE
	 	ALLOC

11/10
	 	ALLOC

18/10
	 	ALLOC

25/10
	 	ALLOC

03/12
	 	TOTAL
	 	MTD
	 	M1
	 	M2
	 	M3
	 	M AVG
	 	FREE

11/10
	 	FREE

18/10
	 	FREE

25/10
	 	FREE

01/11
	 	F/C TO

03/12
	 	COMMENT
	 	WK

SHORT
	 	WK SHORT QTY

	XC	 	9001-9056	 	PHSP 5 5 M UPG BOX D	 	0	 	0	 	"NULL"	 	0	 	150	 	150	 	0	 	300	 	0	 	0	 	0	 	0	 	0	 	0	 	-150	 	-300	 	-300	 	-300	 	5000 ordered	 	2	 	-150
	XC	 	9001-9057	 	PHSP5 5 PC UPG BOX D	 	0	 	0	 	"NULL"	 	900	 	150	 	150	 	0	 	1200	 	0	 	0	 	0	 	0	 	0	 	-900	 	-1050	 	-1200	 	-1200	 	-1200	 	4,000 ordered today	 	1	 	-900
	XC	 	9001-9058	 	PHSP5 5 MW P4 UPGS D	 	0	 	0	 	"NULL"	 	300	 	0	 	0	 	0	 	300	 	0	 	0	 	0	 	0	 	0	 	-300	 	-300	 	-300	 	-300	 	-300	 	10,000 ordered today	 	1	 	-300
	XC	 	9001-9059	 	PHSP5 5 MW 5 UPGS D	 	0	 	0	 	"NULL"	 	600	 	300	 	300	 	0	 	1200	 	0	 	0	 	0	 	0	 	0	 	-600	 	-900	 	-1200	 	-1200	 	-1200	 	10,000 ordered today	 	1	 	-600
	XC	 	90019159	 	BRO AEFT 4 1MP.GENGB	 	0	 	0	 	"NULL"	 	0	 	200	 	100	 	0	 	300	 	0	 	0	 	0	 	0	 	0	 	0	 	-200	 	-300	 	-300	 	-300	 	await files - build w/out	 	2	 	-200
	XC	 	90019162	 	STK PHLE.5MP.GEN.GB	 	0	 	0	 	"NULL"	 	50	 	5	 	0	 	0	 	55	 	0	 	0	 	0	 	0	 	0	 	-50	 	-55	 	-55	 	-55	 	-55	 	await files	 	1	 	-50
	XC	 	90019163	 	STK PHLE.5MP.GEN.D	 	0	 	0	 	"NULL"	 	0	 	500	 	0	 	0	 	500	 	0	 	0	 	0	 	0	 	0	 	0	 	-500	 	-500	 	-500	 	-500	 	await files	 	2	 	-500
	XC	 	90019165	 	STK PHLE.5MP.GEN.S	 	0	 	0	 	"NULL"	 	0	 	5	 	0	 	0	 	5	 	0	 	0	 	0	 	0	 	0	 	0	 	-5	 	-5	 	-5	 	-5	 	await files	 	2	 	-5
	XC	 	90019168	 	STK PHLE.5MP.GEN.NL	 	0	 	0	 	"NULL"	 	0	 	5	 	0	 	0	 	5	 	0	 	0	 	0	 	0	 	0	 	0	 	-5	 	-5	 	-5	 	-5	 	await files	 	2	 	-5
	XC	 	90019172	 	CD PHSP5.5MP.GEN.I	 	0	 	0	 	"NULL"	 	122	 	420	 	390	 	0	 	932	 	0	 	0	 	0	 	0	 	0	 	-122	 	-542	 	-932	 	-932	 	-932	 	await gm	 	1	 	-122

Part 3B

    Purchase
Order

[Blank
Purchase Order]

26

[Exhibit]

27

 

  TERMS AND CONDITIONS OF PURCHASE  

	1.
	DEFINITIONS AND INTERPRETATION  

    In
this document, the following words and expressions shall have the following meanings. "Conditions" means these terms and conditions and any terms on the Purchase Order;
"Contract(s)" means contract(s) for the purchase of Services and/or Goods between us and you constituted by our submission of a Purchase Order and your acknowledgement thereof; "Price' means the total
price stated for your performance of the Scope of Work as detailed an the Purchase Order (subject to Clause 3): "Purchase Order(s)" means the Purchase Order(s) to which these Conditions are
attached; "Scope of Work" means the services (the "Services") we propose you perform as set out in the Purchase Order and/or any goods to be provided whether relative to such Services or not, (the
"Goods') as such Services and/or Goods may be varied by agreement in writing between you and us from time to time; "us" means Adobe Systems Europe Limited and its subsidiaries and associated companies
("our" and "we' being construed accordingly); "you" means the supplier of Services and/or Goods detailed in the attached Purchase Order ("your" being construed accordingly).

	2.
	ACCEPTANCE OF CONDITIONS  

    All
orders for Services and/or Goods placed by us shall be subject to these Conditions. These Conditions shall be deemed to be incorporated in any and all Contracts. These Conditions
constitute the whole agreement between you and us to the exclusion of any other terms and conditions on which any other documentation from you may have been submitted, or subject to which any Purchase
Order is accepted or purported to be accepted by you. Purchase Order(s) and Contract(s) between you and us may not be modified or varied unless we specifically accept the modification or variation in
writing, or it is permitted by the terms of the Conditions. If there is any conflict between these Conditions and the conditions in any communications from you whether upon initial acceptance of these
Conditions or at any time thereafter, these Conditions shall prevail.

	3.
	PRICE  

    The
Price of the Services and/or Goods and payment terms are as stated in the relevant Purchase Order and the Price shall include any applicable charges, including but not limited to
freight charges, insurance, packaging customs duties and any and all costs of supply, including but not limited to the installation of any Goods if applicable, where installation is to be performed by
you as required by the Scope of Work. The Price also includes your customary discount for prepayment, prompt payment, bulk purchase or volume purchase (as applicable). The Price excludes Value Added
Tax (which is payable by us. where relevant, subject to receipt of a valid VAT invoice).

	4.
	SCOPE OF WORK  

    You
shall perform the Services and/or supply the Goods in accordance with the Scope of Work. We may vary the Scope of Work at any time, and you shall be deemed to have accepted any
such variation(s) within 7 days of the date of our written despatch of such variation(s) unless you advise us in writing within such period that you reject such variation(s). If you reject any
variation(s) as aforesaid we may revert to the original Scope of Work or cancel the Purchase Order(s) in question without penalty.

	5.
	INSPECTION  

    We
may review the Services during performance and/or inspect and test the Goods during design, manufacture, processing or storage as applicable and you shall provide us with all
facilities to enable us to undertake any such review; any such inspection, review and/or testing is without prejudice to Clauses 11 and 12. If we are not satisfied that the Services and/or Goods
comply in all respects with the Purchase Order(s). the Scope of Work and/or these Conditions and we so inform you, either orally or in writing. you shaft take such steps as are necessary to ensure
compliance, without extra cost to us.

28

	6.
	PACKAGING; COMPLIANCE WITH STANDARDS  

    You
shall comply with all applicable regulations and other legal requirements, including but not limited to EC requirements, concerning manufacture, performance, storage, packing,
packaging and delivery of the Services and/or Goods.

	7.
	PERFORMANCES OF SERVICES/DELIVERY OF GOODS  

    You
shall deliver any Goods required in terms of the Scope of Work to the address stated on the Purchase Order(s). during our normal business hours on the delivery date(s) specified
in the Purchase Order. You shall perform the Services in accordance with the times(ales specified in the Purchase Order(s). The time(s) and date(s) of performance of the Services and/or delivery of
the Goods shall be of the essence of the relevant Con13'ac't(s). We may cancel any Purchase Orders and rescind the relevant Contracts if performance or deliveries are not made in accordance with these
Conditions of, where performance and/or delivery is to be made by installments and you fail to make any or alt of such installments in accordance with the performance timetable or by the delivery
dates stated in the Purchase Order. Our exercise of any such rights shaft be without prejudice to our other rights under the Contract in question. If urgent performance or delivery is necessary due to
your failure to perform or deliver to schedule, you shall be responsible for any extra charges you incur in such urgent performance or delivery

	8
	PAYMENT  

    We
shall make payment to you only pursuant to your valid and correct invoice. All such invoices must stipulate our purchase Order number, a description of Services to which it relates
and/or a description and the quantity of the Goods to which it relates. Following our receipt of your correct invoice, we shall pay such invoke within 30 days of the date of receipt of such
invoice but payment by us shaft not constitute any admission by us of your satisfactory performance of your obligations. We may set of/any or all sums due to us by you against any or all sums due to
you by us under any Contract(s) or otherwise.

	9.
	OWNERSHIP  

    Property
any Goods shall pass to us upon delivery, unless payment for the Goods is made prior to delivery, when it shall pass to us once payment has been made and the Goods have been
appropriated to the Purchase Order(s) in question. Risk of loss or damage to any Goods shall only pass to us on delivery at our premises in accordance with Clause 7 of these Conditions. We may
cancel any Purchase Order(s) without penalty at any time by giving you written notice.

	11.
	QUALITY  

    You
warrant and represent that the Services and/or Goods shall conform in all respect5 to the description stated in the relevant Purchase Order(s) and-to the Scope of Work
and otherwise with any and all statements and/or undertakings made by you and your servants or agents, prior to us placing the relevant Purchase Order(s) whether in any trade literature of otherwise
end shall be otherwise fit for the purpose for which they are intended This warranty shall be in addition to and without prejudice to any statutory rights we may have.

    Without
prejudice to the foregoing, you warrant and represent to us that all the Services and/or Goods shall be of first class quality and recognise that Purchase Order(s) will be
placed relying on your skill and expertise and any statements and representations made by you. If any of the Services and/or Goods are defective or inferior in quality upon performance or delivery or
prove to be defective or inferior in quality within 12 months of performance or delivery (or such longer period as may be stipulated in the Purchase Order(s) in question) whether or not during
any process in our business or thereafter, then we may require you without prejudice to our other rights (at your sole cost and expense) to (i) refund the Price (or obtain a credit in relation
to any invoices rendered but not paid); or (ii) rectify the defects, or (iii) in the case of Services, to correct such defective or inferior Services. or (iv) replace the Goods.
You shall bear all risk of loss of or damage to Goods or loss or damage caused by the Services after our notification to you that such

29

Services
and/or Goods are defective or inferior in quality. All the obligations in this Clause 11 shall further apply to any such rectified or replacement Services and/or Goods. For the
avoidance of doubt, any deviation from the Scope of Work regarding inspected samples shall give us the right to cancel the whole or any part of the Purchase Order(s) in re, abort to which such samples
are drawn.

    We
shall assume, unless you advise us to the contrary, that any Services and/or Goods supplied by you which are comprised of computer hardware and/or software (including but not
limited to embedded microprocessors and/or microcode) shall conform with The British Standards Institute's DISC PD2000-1 standard concerning
Year 2000 compliance We reserve the right to cancel any Purchase Order without penalty where you have advised us that the Services and/or Goods to be supplied by you do not conform with such standard.
This right shall be without, prejudice our other rights and remedies.

	12.
	INDEMNITY  

    You
shall keep us fully and effectively indemnified in respect of all liabilities, damages, costs and expenses, arising from: (a) any and all claims for infringement of the
intellectual property rights of any third party by reason of your performance of the Services or use or sale of the Goods supplied and any action for such infringement under which we may become liable
including but not linked to any claim for payment of royalties; and (b) any and all claims in contract, delict, tort or otherwise for direct and/or indirect damages to property or injury or
loss to any person, firm or company or for any consequential loss or loss of profit or production (including but not limited to any downtime) arising out of, or occasioned by (i) any and all
errors in Goods and/or Services supplied by you; and/or (ii) any and all failures or delays in performance and/or delivery under Clause 7; and/or (iii) any and all breaches of
Clause 11 and/or otherwise occasioned as a result of any act omission, default or misrepresentation by you or any one of your servants cc agents or sub-contractors. Our rights and
remedies under this Clause 12 shall be without prejudice to any other rights or remedies we have under common law or statute. The obligations contained in this Clause 12 and our rights
in terms of Clause 11 shall survive the termination or performance of the relevant Contract(s).

	13.
	INTELLECTUAL PROPERTY  

    All
intellectual property rights embodied in any software, artwork, designs, sketches, drawings, components, photography, or finished goods (and all design or preparatory works)
produced by you, your employees or sub-contractors in connection with any Purchase Order on our instructions or created by you, your employees or sub-contractors in performance
of the Scope of Work shall vest in us. You undertake to execute any formal assignation we may request and to assist us as we may record in formally registering such rights.

    Without
prejudice to your obligations in Clause 12. it any portion of the rights identified in the preceding sub-paragraph is/are reserved by a third party, you
shall identify such third party and the nature of such rights in writing to us. You shall also obtain effective assignation(s) of or licenses to all such third party rights (for the benefit of such
party or parties as we may designate), and shall provide such evidence of such assignation(s) or licenses as we may from brae to brae request. The cost of obtaining such licenses or assignations shall
be deemed to be included in the Price.

	14.
	TERMINATION  

    If
you become apparently insolvent, or have received an order made against you or entered into any composition or arrangement with your creditors or, if a company, you commence to be
wound up (not being a members voluntary winding up for the purposes of reconstruction or amalgamation) or carry on your business under a receiver or administrator tot the benefit of your creditors or
any of them, we may either (i) terminate any or all Contracts(s) with immediate effect by notice in writing to you or the receiver, administrator, or liquidator or to any person in whom the
Contract(s) may become vested, or (ii) give such receiver, administrator, liquidator or other person as the case may be the option of carrying out the Contract(s) subject to its providing a
guarantee for the due and faithful performance of the Contract(s).

30

    If
you at any time breach any of the Conditions in relation to any Contract(s), we may cancel relevant Contract(s) then outstanding and withdraw any and all Purchase Order(s) open for
your acceptance at that time.

    Termination
of any Contract(s) shall not affect the rights and remedies accrued by the parties as at the date of such termination or any rights or obligations which due to the nature
thereof are intended to survive termination (including but not limited to Clauses 11 and/or 12)

	15.
	ASSIGNATION GOVERNING LAW  

    You
shall not assign or sub-contract any of your rights or duties under any or all of the Contract(s) without receiving our prior written approval. We may assign or
otherwise transfer the benefit and/or burden of any or all Contract(s) without restriction. These Conditions and all Contracts will be governed and construed in accordance with the Laws of Scotland
and you submit to the non-exclusive jurisdiction of the Scottish Courts.

31

Part 4

Specifications

32

SYKES

Real People Real Solutions.

Technical Specifications Report

	Date:	 	15th April 1999
	 

To:	 
 	 

Sally Jorjani, Adobe Systems Europe Limited

Fiona Robertson, Adobe Systems Europe Limited
	 

From:	 
 	 

Gail Wilson, Sykes Europe Limited
	 

Circulation:	 
 	 

Diane Douglas, Richard Brown, Jackie Haldane, Sykes Europe Limited
	

	 
 User Guide:
	 

Page Size:	 
 	 

214 × 190mm
	Material:	 	90gsm McQueen Special Matt
	Cover Material:	 	240gsm Harden Gloss
	 

User guides can range in the number of colours printed throughout the guide from black only to 4 colour process and even a mixture of the two ie Black with two 4 colour sigs.
	 
 Getting Started:
	 

Page Size:	 
 	 

214 × 190mm
	Material:	 	90gsm McQueen Special Matt
	Cover Material:	 	Self cover ie 90gsm McQueen Special Matt
	 

Getting Started booklets are normally Black only and the cover is the same material as the text, however there are some exceptions and in this case the spec for the user guide should be used.
	 
 Quick Reference Card:
	 

Panel Size:	 
 	 

214 × 190mm
	Material:	 	250gsm Sovereign Gloss
	 

Quick Reference Cards are normally Black and one PMS.
	 
 EULA (End User License Agreement)
	 

Page Size	 
 	 

165 × 145mm
	Material	 	90gsm McQueen Special Matt
	 
 Registration Card:
	 

Size:	 
 	 

210 × 148mm
	Material:	 	130gsm Sovereign Classical Matt
	 
 Product Support Card:
	 

Page Size	 
 	 

235 × 120mm
	Material:	 	230gsm Pacemaker

33

	 
 CD Holder:
	 

Size:	 
 	 

130 × 128 mm
	Material:	 	260gsm (1sided) Consort Board
	 

CD holders should all be printed as 4 colour process with the exception of A180.0.
	 
 Letters
	 

Page size:	 
 	 

210 × 190mm (A4)
	Material:	 	80gsm Kestral
	 
 Generic Box Sleeve:
	 

Overall Size:	 
 	 

240 × 630 mm
	Material:	 	250gsm (2 sided) Sovereign Gloss board
	 
 Collection Box Sleeve:
	 

Overall size:	 
 	 

214 × 178 × 240 mm
	Material:	 	250gsm (2 sided) Sovereign Gloss board
	 
 Generic Box:
	 

Size:	 
 	 

240 × 214 × 90mm
	Material:	 	117g Test Liner, 105g Bogus/220 gsm Trucard
	 
 Box
	 

Size.	 
 	 

240 × 214 × 40mm
	Size:	 	240 × 214 × 40mm
	Material:	 	620micron (1 sided) Sancote Board
	 
 Update/Upgrade Box:
	 

Size:	 
 	 

240 × 214 × 40mm
	Size:	 	240 × 214 × 90mm
	Material:	 	Brown Kraft/Test inner/B Flute
	 
 Collection Slipcase & Wedge:
	 

Size:	 
 	 

210 × 175 × 245mm
	Material:	 	260gsm Truecard / E Flute 127gsm Flutex / 180gsm Inner White top test

34

Part 5

DISC
PD—2000

35

DISC

A DEFINITION OF YEAR 2000 CONFORMITY REQUIREMENTS

Preamble to the Summer 1998 amendment

    BSI DISC originally published PD2000-1 in January 1997 and it has been widely adopted. A review of the document was conducted by the
responsible committee (BDD/I/3) in the spring of 1998 taking into account comments received. The committee considered that amendments to the fundamental conformity requirements were neither necessary
nor desirable. The Definition and the four Rules are unchanged but, to add value to the document and aid its interpretation, the Amplification sections have been amended. This document,
PD2000-1:1998, replaces the previous version of PD2000-I but does not change its requirements. An additional document PD2000-4, entitled "PD2000- I in
Action" will provide further information on PD2000-l: 1998 together with information on its use.

    Paragraph
numbers have been enhanced in the Amplification section to aid referencing and substantial revisions to the document are indicated by side lines against the changed text.

Introduction

    This document addresses what is commonly known as Year 2000 conformity (also sometimes known as century or millennium compliance). It provides a definition of
this expression and requirements that must be satisfied in equipment and products which use dates and times.

    It
has been prepared by British Standards Institution committee BDD/I/3 in response to demand from UK industry, commerce and the public sector. It is the result of work from the
following bodies whose contributions are gratefully acknowledged: BT, Cap Gemini, CCTA, PricewaterhouseCoopers, Halberstam Elias, ICL, National Health Service. National Westminster Bank. Additionally,
BSI DISC acknowledges the support of the Electronics and Information Industries Forum (EUF), Action 2000, Taskforce 2000 and Digital Equipment as well as the [original bodies for their
participation in the review of this document.

    BSI
DISC would also like to thank the following organizations for their support and encouragement in the development of this definition: Barclays Bank, British Airways, Cambridgeshire
County Council, Computer Software Services Association, Department of Health, Ernst & Young, Federation of Small Businesses, IBM, ICI, National Power, Paymaster Agency, Prudential Assurance,
Reuters. Tesco Stores.

    While
every care has been taken in developing this document, the contributing organizations accept no liability for any loss or damage caused, arising directly or indirectly, in
connection with reliance on its contents except to the extent that such liability may not be excluded at law. Independent legal advice
should be sought by any person or organization intending to enter into a contractual commitment relating to Year 2000 conformity requirements.

    This
entire document or the Definition section (including the four Rules) may be freely copied provided that the text is reproduced in full, the source acknowledged and the reference
number of this document is quoted. It is recommended that the Amplification section be included. References to "PD2000-1:1998" shall be interpreted as meaning the entire document.

The Definition

    Year 2000 conformity shall mean that neither performance nor functionality is affected by dates prior to, during and after the year 2000,

    In
particular:

Rule 1  No value for current date will cause any interruption in operation.

Rule 2  Date-based functionality must behave consistently for dates prior to, during and after year 2000.

Rule 3  In all interfaces and data storage, the century in any date must be specified either explicitly or by unambiguous algorithms or
inferencing rules.

Rule 4  -Year 2000 must be recognized as a leap year.

36

Part 6

Minimum Terms and Conditions

    As
a condition to the grant by Adobe Systems International Limited Partnership to Sykes of a right and license to use Submanufacturers to make duplicate copies of the Software
Product(s) Sykes agrees to enter into an agreement with such Submanufacturers with terms that are at least as restrictive as the following:

	1.
	Submanufacturer
shall be permitted access to the master copy of the Software Product (s) solely for the purpose of making copies of such Software Product(s) for Sykes and for
no other purpose. Submanufacturer shall make only so many copies of the Software Product(s) as is required to supply Sykes with the number of copies ordered by Sykes, and all such copies shall be made
at its facilities located at Submanufacturer further agrees that it will return all such copies to Sykes and will refrain from distributing copies of such Software Product(s) to third parties of from
retaining copies for any internal use which is not directly related to its being able to provide the copying services for Software Product(s), as required by this Agreement with Sykes.

	2.
	Submanufacturer
is prohibited from modifying the Software Product(s) or merging or combining the Software Product(s) with other software or from making any other change or addition
to the master copy of the Software Product(s) received from Sykes or to any copies of the Software Product(s) which are made by Submanufacturer hereunder.

	3.
	Sykes
is providing Submanufacturer with a master copy of Software Product(s) in object code form only, and Submanufacturer is prohibited from doing anything, including reverse
engineering, reverse assembling and decompiling of the Software Product(s), to derive the source code from the Software Product(s).

	4.
	Submanufacturer
is hereby notified that Adobe Systems International Limited Partnership ("Adobe") is the supplier of the Software Product(s) to Sykes. Adobe has licensed Sykes the
right to use a third party vendor to make and to supply copies of the Software Product(s), subject to minimum conditions imposed on Submanufacturer under the terms of this Agreement. Such conditions
are made expressly for the benefit of Adobe and as third-party beneficiary to this Agreement, Adobe shall have the right to enforce any or all of such conditions, including the right to terminate this
Agreement upon giving Submanufacturer notice of intention to terminate, if Submanufacturer shall fail to fulfill its obligations set forth in this Agreement. In the event of such termination,
Submanufacturer shall comply with the provisions set forth in Paragraph 10 below for return of all copies of Software Product(s) in its possession or control.

	5.
	In
the event of Submanufacturer's failure to comply with the terms of this Agreement, Adobe and/or Sykes shall have the right to interim interdict in addition to any other remedy
available to it.

	6.
	Any
right granted to Submanufacturer hereunder is personal to Submanufacturer, and Submanufacturer may not assign to transfer any right or obligation that it may have under this
Agreement to any other party.

	7.
	Submanufacturer
agrees that those techniques, algorithms, and processes contained in the Software Product(s) to be supplied to Submanufacturer by Sykes hereunder constitute trade
secret information of Adobe or its licensors and suppliers and will be used by Submanufacturer only in accordance with the terms of this Agreement. Submanufacturer agrees that it will disclose the
Software Product(s) only
to employees with a need to know who have agreed in writing (i) not to disclose the Software Product(s), (ii) to use the Software Product(s) for the sole benefit of Sykes and only as
permitted by this Agreement, and (iii) to take all reasonable precautions to prevent disclosure to other parties. Submanufacturer will take all measures required to protect the proprietary
rights of Adobe, its

37

licensors
and suppliers in such proprietary information. The obligations set forth in this Paragraph shall survive termination of this Agreement.

	8.
	Submanufacturer
shall affix, to each full or partial copy of the Software Product(s) made by Submanufacturer, all copyright, restricted rights and other proprietary information
notices identical to the notices appearing on the master copy of the Software Product(s) supplied to Submanufacturer hereunder, or such other proprietary notices as Sykes or Adobe may require from
time to time. Submanufacturer shall exactly duplicate any "Adobe" logos which may appear on the master copy on every copy of the Software Product(s) made from said master copy, and Submanufacturer
shall provide Sykes or Adobe with samples of the reproductions upon request from Sykes or Adobe to ensure that Submanufacturer's use of the Adobe trademarks does not impair the rights of Adobe in its
trademarks. In the event Adobe determines that Submanufacturer is not meeting the Adobe quality standards with respect to its use of the Adobe trademarks, Sykes or Adobe may give notice to
Submanufacturer to improve such quality or cease use of said trademarks and Submanufacturer shall begin immediately to comply with such request.

	9.
	This
Agreement does not grant Submanufacturer any rights to patents, copyrights, trade secrets, trade names, trademarks, or any other rights, franchises, or licenses in respect of
the Software Product(s). The Software Product(s) has been supplied to Sykes by Adobe and title to the Software Product(s) and any copies thereof shall remain with Adobe and their third party
suppliers.

	10.
	Sykes
may terminate this Agreement at any time, with or without cause, upon providing Submanufacturer with a notice of termination, and upon receiving such notice, Submanufacturer
shall immediately discontinue use or copying of the Software Product(s). Within ten (10) days of such termination, Submanufacturer shall have: (i) returned to Sykes all copies of the
Software Product(s), including the master copy, in its possession or under its control; (ii) completely destroyed all copies of the Software Product(s) stored in any storage apparatus or media
owned or controlled by Submanufacturer; and (iii) presented to Sykes a certificate signed by a corporate officer of Submanufacturer stating that all such copies of the Software Product
(s) have been returned or destroyed.

	11.
	Submanufacturer
shall indemnify and hold Sykes and Adobe harmless against any claim, loss, liability or damage, including attorneys' fees and other costs, including costs of
litigation, arising out of Submanufacturer's transfer, use, disclosure or copying of Software Product(s) in violation of any provisions contained in this Agreement.

	12.
	Submanufacturer
is prohibited from doing anything with the Software Product(s) not expressly provided in this Agreement.

	13.
	This
Agreement shall be governed by and construed in accordance with the Laws of Scotland.

38

Part
7

Payments

Section A

    [*]

Section B

    Should Adobe wish to order any of the following services, the prices are as follows:

    [*]

	*
	CONFIDENTIAL
TREATMENT REQUESTED

39

Part 8

SOP11-007

40

	Manufacturing Operations
	STANDARD OPERATING PROCEDURE
	 

Document #:	 
 	 

11-007	 
 	 
 Revision #:	 
 	 

0
	Initiated By:	 	Bill Moberly	 	Page I of 4
	Release Date:	 	05/13/98	 	Released By:	 	Bill Moberly
	 
 Title:        Product Inspection Requirements for Turnkey Suppliers

	 

1.	 
 	 

PURPOSE:
	 

 	 
 	 
To define Adobe® Systems, Inc., product inspection requirements for turnkey suppliers.
	 

2.	 
 	 

SCOPE:
	 

 	 
 	 
The requirements defined by this document applies to any partnership established between Adobe® Systems, Inc. Manufacturing Operations and a third-party turnkey
supplier.
	 

3.	 
 	 

REFERENCES:
	 

 	 
 	 
None	 
 	 

 
	 

4.	 
 	 

DEFINITIONS:
	 

 	 
 	 

Defect: A departure of a quality characteristic from its intended level or state that occurs with a severity sufficient to cause an associated product or service not to satisfy intended normal, or reasonably foreseeable, usage
requirements.
	 

 	 
 	 

Final Assembly: The highest level assembled product, prior to shrink wrap.
	 

 	 
 	 

Major Defect: A defect that may render the product unfit for use; would be noticed by the consumer, and will likely reduce product salability.
	 

 	 
 	 

Minor Defect: A defect that will not affect usability of the product; unlikely to be noticed, and of little concern to the consumer.
	 

 	 
 	 

Subassembly: An assembly that is used at a higher level to build another assembly or included in the final assembly.
	 

5.	 
 	 

PROCEDURES:
	 

5.1	 
 	 

Lot Requirements:
	 

 	 
 	 

5.1.1	 
 	 
 Lot: The total quantity of final assembly units on one (1) pallet, accumulated under uniform conditions for sampling purposes.
	 

 	 
 	 

5.1.2	 
 	 

Sub-Lot: A quantity of final assembly units representing a fraction of one (I) lot, accumulated under uniform conditions for sampling purposes; i.e.:
	 

5.1.2.1	 
 	 
1 pallet of 200 Units = I 0 Sub-Lots/20 Units Per Lot
	 

5.1.2.2	 
 	 
1 pallet of 400 Units = 20 Sub-Lots/20 Units Per Lot
	 

5.2	 
 	 

Sample Requirements:
	 

5.2.1	 
 	 
5% of one lot = 1 in 20 units manufactured.
	 

5.2.2	 
 	 
5% of subassemblies built in advance of the final assembly.
	 

5.3	 
 	 

Sample Selection:
	 

 	 
 	 

 	 
 	 

 

41

	 

 	 
 	 

5.3.1	 
 	 
 Final Assembly: At minimum, samples selected for inspection will have completed the assembly process post final weigh scale (if used), and
prior to shrink-wrapping.
	 

 	 
 	 

5.3.2	 
 	 
 Subassembly: At minimum, samples selected for inspection will have completed the sub-assembly process.
	 

5.4	 
 	 

Inspection Requirements:
	 

5.4.1	 
 	 

Final Assembly:
	 

 	 
 	 

 	 
 	 
 All final assembly samples are inspected through the subassembly level unless the subassemblies were built, sampled, and inspected prior to final assembly. All inspections will be performed
in a manner that will not damage or destroy any components.

	 

5.4.1.1	 
 	 
Visual Defects
	 

5.4.1.2	 
 	 
Build Accuracy
	 

5.4.2	 
 	 

Subassembly:
	 

5.4.2.1	 
 	 
Visual Defects
	 

5.4.2.2	 
 	 
Build Accuracy
	 

5.5	 
 	 

Defect Classifications:
	 

5.5.1	 
 	 

Major:
	 

 	 
 	 

5.5.1.1	 
 	 
 Cosmetic: Pages unglued, large spots, streaking, gouges, tears, or nicks on the visible ("Panel A") area impacting copy and/or graphics; coating defects that
affect the visual appearance of the component, i.e., blistering, peeling, cracking, or creasing over more than 25% of the print area.
	 

 	 
 	 

5.5.1.2	 
 	 
 Damaged: Any defect that affects the functionally of the component. This can include, but not be limited to, broken, cracked, crushed, defaced, gouged, and
torn.
	 

 	 
 	 

5.5.1.3	 
 	 
 Extra: Additional security sensitive component(s) found in product. Security sensitive components include CDs, CD Keys, Diskettes, Dongles, and Serial Number
Labels.
	 

 	 
 	 

5.5.1.4	 
 	 
 Missing: Required component(s) not found in product.
	 

 	 
 	 

5.5.1.5	 
 	 
 Wrong: Incorrect component(s) found in product or serialization matching error.
	 

5.5.2	 
 	 

Minor:
	 

 	 
 	 

5.5.2.1	 
 	 
 Cosmetic: Slight dog-ears of pages or a slightly bent cover, coating has slight cracking, or minor folding defects; minor scratches, smudges, hickeys, spots, nicks,
 streaks, or creases that cover minimal surface areas and do not render copy/graphics illegible.
	 

 	 
 	 

5.5.2.2	 
 	 
 Extra: Additional component(s) not classified as security sensitive.
	 

 	 
 	 

5.5.2.3	 
 	 
 Orientation: Component(s) not in order specified, label placement incorrect or skewed.
	 

5.6	 
 	 

Acceptance Requirements:
	 

5.6.1	 
 	 
Accept = 0 Reject = 1
	 

5.6.2	 
 	 
Rejected lot(s) is segregated and 100% inspected/reworked.
	 

 	 
 	 

5.6.3	 
 	 

If sub-lots were utilized in accordance with Section 5.1.2, the turnkey supplier's process must be able to accurately identify and segregate the sub-lots for 100% inspection and rework.

42

	 

 	 
 	 

5.6.4	 
 	 

All in-process product will be 100% inspected/reworked, up to the point in the process where the defect was found.
	 

 	 
 	 

5.6.5	 
 	 

No product shall be dispatched until all the activities specified in this document have been satisfactorily completed and the associated data and documentation are available and authorized.
	 

5.7	 
 	 

Inspection and Test Records:
	 

 	 
 	 

5.7.1	 
 	 

The turnkey supplier shall establish and maintain records which provide evidence that the product has been inspected. These records shall show clearly whether the product has passed or failed the inspections according to the defined acceptance
criteria.
	 

5.8	 
 	 

Control of Nonconforming Product:
	 

 	 
 	 

5.8.1	 
 	 

The turnkey supplier shall establish and maintain documented procedures to ensure that product that does not conform to the requirements specified in this document, is prevented from unintended use. This control shall provide for identification,
documentation, evaluation, segregation, and disposition of nonconforming product.
	 

5.9	 
 	 

Release of Product:
	 

 	 
 	 

5.9.1	 
 	 

No product shall be released until all the inspection activities specified in this document have been satisfactorily completed and the associated data and documentation are available and authorized.
	 

 	 
 	 

5.9.2	 
 	 

No pallet shall be released until a pallet audit has been conducted in order to verify master canon labels and any other pallet identification tags or documentation.
	 

5.10	 
 	 

DPPM Calculation:***

	 
 [*]

	 

5.11	 
 	 

Reporting:
	 

5.11.1	 
 	 
Major/Minor DPPM Rates: Weekly
	 

5.11.2	 
 	 
Cumulative Major/Minor DPPM Rates: Monthly
	 

5.11.3	 
 	 
Pareto of Defects: Weekly
	 

5.11.4	 
 	 
Cumulative Pareto of Defects: Monthly
	 

5.12	 
 	 

Performance Grading:
	 

5.12.1	 
 	 
Once per quarter, turnkey suppliers are evaluated on quality performance (Major DPPM)

	 
 MIN AQL

	 
 	 

MIN % Yield
	 
 	 

Major DPPM
	 
 	 

Points

	 
 [*]

	 

6.	 
 	 
DOCUMENT HISTORY:
	 

6.1	 
 	 
New; defines Adobe® Systems, Inc., product inspection requirements for turnkey suppliers;

	*
	CONFIDENTIAL
TREATMENT REQUESTED

43

Part 9

Statement of Work

44

Adobe Order Fulfillment

Statement of Work
version 6.1

December 1999

46

	Table of Contents

	TABLE OF CONTENTS 	 	2
	1.	 	EXECUTIVE SUMMARY	 	5
	 	 	1.1	 	THIS DOCUMENT	 	5
	 	 	1.2	 	ADOBE ORDER FULFILLMENT EXPECTATIONS	 	5
	 	 	1.3	 	ADOBE ORDER FULFILLMENT OBJECTIVES	 	5
	 	 	1.4	 	ADOBE ORDER FULFILLMENT RESPONSIBILITIES	 	6
	 	 	1.5	 	SYKES OBJECTIVES	 	6
	 	 	1.6	 	SYKES RESPONSIBILITIES	 	7
	2.	 	SERVICE MANAGEMENT	 	7
	 	 	2.1	 	ACCOUNT MANAGEMENT STRUCTURE & RESPONSIBILITIES	 	7
	 	 	 	 	2.1.1	 	Client Account Manager	 	7
	 	 	 	 	2.1.2	 	New Project Implementation	 	7
	 	 	2.2	 	KEY OPERATIONAL TEAMS	 	8
	 	 	 	 	2.2.1	 	Engineering Change Control (ECC)	 	8
	 	 	 	 	2.2.2	 	Work In Progress (WIP)	 	9
	 	 	 	 	2.2.3	 	Purchasing	 	9
	 	 	 	 	2.2.4	 	Print Services	 	9
	 	 	 	 	2.2.5	 	Freight Management Traffic	 	10
	 	 	 	 	2.2.6	 	IT	 	10
	 	 	2.3	 	ESCALATION	 	11
	 	 	 	 	2.3.1	 	Complaints	 	11
	3.	 	PRODUCTS & SERVICES	 	12
	 	 	3.1	 	COMPONENT MANAGEMENT	 	12
	 	 	 	 	3.1.1	 	Printed Components	 	12
	 	 	 	 	3.1.2	 	File Transfer	 	12
	 	 	 	 	3.1.3	 	Media Masters	 	13
	 	 	 	 	3.1.4	 	First Article Sign-off	 	13
	 	 	3.2	 	ASSEMBLY	 	14
	 	 	 	 	3.2.1	 	BOMS	 	14
	 	 	 	 	3.2.2	 	Product Assembly	 	14
	 	 	 	 	3.2.3	 	Fonts and VPP	 	17
	 	 	 	 	3.2.4	 	Serial Number Generation	 	18
	 	 	3.3	 	DISTRIBUTOR ORDER FULFILLMENT	 	19
	 
 This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized  representative of
Adobe Systems, Inc. This material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned
immediately to Adobe Systems, Inc. upon Adobe Systems, Inc.'s request.	 
 	 

 

47

	 	 	3.4	 	EDI MESSAGING—TIMESCALES	 	19
	 	 	3.5	 	INVENTORY MANAGEMENT	 	20
	 	 	 	 	3.5.1	 	Inventory Control	 	20
	 	 	 	 	3.5.2	 	Cycle Counting	 	20
	 	 	 	 	3.5.3	 	Warehousing	 	21
	 	 	 	 	3.5.4	 	Warehouse Security	 	21
	 	 	 	 	3.5.5	 	Inventory Obsolescence	 	22
	 	 	 	 	3.5.6	 	Goods Inward	 	22
	 	 	3.6	 	DISTRIBUTION	 	23
	 	 	 	 	3.6.1	 	Carrier Management	 	23
	 	 	 	 	3.6.2	 	EU/Non EU Customs	 	23
	 	 	 	 	Helpdesk	 	23
	 	 	3.7	 	RMA	 	24
	4.	 	GENERAL	 	29
	 	 	4.1	 	BILLING	 	29
	 	 	 	 	4.1.1	 	Assembly	 	29
	 	 	 	 	4.1.2	 	Other Services	 	29
	 	 	4.2	 	QUALITY	 	29
	 	 	4.3	 	BUSINESS CONTINUITY	 	29
	5.	 	REPORTING	 	30
	6.	 	KEY PERFORMANCE INDICATORS	 	31
	 	 	6.1	 	ON TIME DELIVERY (SALES ORDER)	 	31
	 	 	6.2	 	QUALITY	 	31
	 	 	6.3	 	CYCLE COUNT (FINISHED GOODS)	 	31

	APPENDIX A	 	Q 2S04—CORRECTIVE ACTION	 	32
	APPENDIX B	 	IPC06—CREATION OF BILL OF MATERIALS	 	33
	APPENDIX C	 	IPC07 AMENDMENT OF BILL OF MATERIALS	 	34
	APPENDIX D	 	IPC09 CREATION & AMENDMENT OF WORKS ORDER	 	35
	APPENDIX E	 	ADO01 ADOBE BUILD TO ORDER	 	36
	APPENDIX F	 	MAN09 PRODUCT ASSEMBLY	 	37
	APPENDIX G	 	IPC04 CREATION/AMEND. OF MASTER SAMPLE	 	38
	APPENDIX H	 	DIST02—PICKING	 	39
	APPENDIX I	 	DIST04—PACKING	 	40
	APPENDIX J	 	DIST05—ADOBE TRADE CONTINGENCY	 	41

48

	APPENDIX K	 	PIC02—CYCLE COUNTS	 	42
	APPENDIX L	 	STOR01—INCOMING STORES CONTROL	 	43
	APPENDIX M	 	SOP01—TEAM LEAD	 	44
	APPENDIX N	 	SOPPU—ADOBE RMA	 	45
	APPENDIX O	 	VPP	 	46

49

1.  Executive Summary  

1.1  This Document  

    This
document describes the processes and environment under which the Adobe Order Fulfillment business will be managed at Sykes. The document itemises the activities undertaken,
required performance standards and associated negotiated costs. The Statement of Work (SOW) should be seen as a live document and updated as and when necessary.

    All
procedural charts are uncontrolled documents and are subject to change.

1.2  Adobe Order Fulfillment Expectations  

	•
	[*]

1.3  Adobe Order Fulfillment Objectives  

	•
	[*]

1.4  Adobe Order Fulfillment Responsibilities  

	•
	[*] 

1.5  Sykes Objectives  

	•
	[*]

1.6  Sykes Responsibilities  

	•
	[*]

2.  Service Management  

    Overall
responsibility for the performance and management of the Adobe Order Fulfillment lies with the Client Account Manager (CAM) The CAM reports to the Client Services manager who
in turn reports to the Director of Business Operations (CPS).

2.1  Account Management Structure & Responsibilities  

    The
Sykes organisational structure consists of a core management team dedicated to Adobe programmes with responsibility for delivering all aspects of a clients business, whether it is
implementation of a project or discussing a new service. The Account or Project owner sit in the centre of the circle and call on the skills, knowledge and expertise of specialist functions within the
organisation.

    2.1.1  Client Account Manager  

    [*]

    2.1.2  New Project Implementation  

    The
CAM will be the project leader for all new project introductions for Adobe Order Fulfillment. This management process will include:

	•
	Chairing
regular launch meetings—internal & external

	•
	Provision
and monitoring of all project timelines and milestone delivery

	*
	CONFIDENTIAL
TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized
representative of Adobe Systems, Inc. This material may not be distributed, reproduce or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on
behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems, Inc.'s request.

49

	•
	Liaison
with operational units to ensure all necessary information received

	•
	Ensure
volume forecast from Adobe received

	•
	Work
with Client Business manager on Pricing]

2.2  Key Operational Teams  

	2.2.1  Engineering Change Control (ECC)
	 

•	 
 	 

Artwork	 
 	 

Receipt, logging, checking, proofing
	 

•	 
 	 

Disk Mastering	 
 	 

Set up, sign-off, label overprint
	 

•	 
 	 

BOMS	 
 	 

Part number/Full stock details, creations, management of finished SKU BOMS including entry, checking, amendments, deletions, manufacturing sample control.
	 

Components	 
 	 

Management of components (new & reprints) free issues (components & finished goods), delivery monitoring
	 

Forecasts	 
 	 

Entry, Amendment, deletion
	 

CD ROM	 
 	 

Golden master control, specifications, re-orders POP, delivery monitoring
	 

Sign off	 
 	 

First article checks, press checks, CD's, master print sample control
	 
 2.2.2  Work in Progress (WIP)
	 

•	 
 	 

Works orders	 
 	 

loading, trial kits, de-kits, completion, manual orders
	 

•	 
 	 

Serial Numbers	 
 	 

generation and management
	 

•	 
 	 

Scheduling	 
 	 

in conjunction with Planners
	 

•	 
 	 

RNA	 
 	 

breakdown, reworks, destruction
	 

•	 
 	 

BTO/Rapid Response	 
 	 

management and release
	 

•	 
 	 

Reporting	 
 	 

supply/demand, order status, monthly production analysis
	 

•	 
 	 

MPS	 
 	 

forecast entry
	 

•	 
 	 

Distribution	 
 	 

charges pre-paid creation
	 

•	 
 	 

Winsoft	 
 	 

supply components and serial numbers to Winsoft in France for Middle Eastern versions of PhotoShop, PageMaker & Acrobat
	 
 2.2.3  Purchasing
	 

•	 
 	 

3rd Party	 
 	 

Vendor Management, placing of orders, pricing negotiation, performance monitoring
	 

•	 
 	 

Quality audits	 
 	 

assist Q/A with quality audits of 3rd parties

	*
	CONFIDENTIAL
TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized
representative of Adobe Systems, Inc. This material may not be distributed, reproduce or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on
behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems, Inc.'s request.

50

	•	 	Market research	 	Ensuring competitive pricing is applied by all vendors by benchmarking activities and identifying new potential suppliers
	•	 	Raw material supply	 	Monitoring the demand storage and supply of raw materials required for manufacture and distribution of all Adobe products

    2.2.4  Print Services  

	•
	[*]

    2.2.5  Freight Management/Traffic  

	•
	[*]

    2.2.6  IT  

	•
	Systems
support for all manufacturing and fulfillment requirements (EDI, SAP, CS3, MFG-Pro, Serial number generation program).

2.3  Escalation  

    Appropriate
escalation processes are in place to ensure continuity and control of the business. Any problem that is deemed to be business critical will be immediately escalated to the
appropriate level to ensure appropriate remedial as well as long term is taken.

    Issues
should be escalated through correct channels, the following identifies the escalation within Sykes:

[artwork]

    2.3.1  Complaints  

    All
complaints raised by Adobe will be addressed through Sykes Corrective Action process that is governed by Sykes quality process QS04/01—See Appendix A.

    In
the event of any quality complaints received from the field, the following action will be taken:

	•
	Immediate
escalation to Adobe

	•
	Internal
Sykes Action Request Form raised to responsible area

	•
	All
remaining stocks of defective SKU quarantined

	•
	Quality
check of all remaining stock

	•
	Results
informed to Adobe and remedial action agreed

	*
	CONFIDENTIAL
TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized
representative of Adobe Systems, Inc. This material may not be distributed, reproduce or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on
behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems, Inc.'s request.

51

	•
	[*]

3.  Products & Services  

3.1  Component Management  

    All
component specifications provided by Adobe are held on Sykes server in Galashiels, which is backed up each day of the working week. As contingency hard copy of all component
specifications are held at our Print facility.

    3.1.1  Printed Components  

    The
following information is required for each new component item:

	•
	Unique
part number

	•
	Description
of item

	•
	Initial
print/production run required

	•
	Page
count (if applicable)

	•
	Page
size (if applicable)

	•
	Number
of colours Material requested

	•
	File
due dates

    3.1.2  File Transfer  

    When
transferring files to Sykes for the production of components the following is required:

	•
	Confirmation
of the file format i.e. PC INTEL and name of file

	•
	Versions
and fonts that the files are created in

	•
	Details
of any required changes Sykes are to action to the files

	•
	Expected
file availability date

	•
	Location
of file e.g. Folder name

	•
	Unique
file reference

	•
	Hard
copy output

	•
	Detail
of any problems experienced with output in US

    3.1.3  Media Masters  

    Adobe
will advise when each new CID will be available detailing:

	•
	Part
Number

	•
	Description

	•
	Initial
quantity

	*
	CONFIDENTIAL
TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized
representative of Adobe Systems, Inc. This material may not be distributed, reproduce or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on
behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems, Inc.'s request.

52

	•
	Date
CD master due

	•
	Lead-time
required

	•
	Artwork
requirements

    Sykes
will advise/be responsible for:

	•
	Where
master is to be sent e.g. direct from Adobe to replicator

	•
	Logging
of orders placed with replicator

	•
	The
return of the master to Sykes 1 month after pressing

	•
	Verification
of new CD

    3.1.4  First Article Sign-off  

    Sykes
will be responsible for the checking of components received:

	•
	New
order—against original technical specification supplied from Adobe

	•
	Re-print—against
a master sample from Sykes managed component library

3.2  Assembly  

    3.2.1  BOMS  

	i)
	New BOMS

    Adobe responsibilities:

	•
	BOM
has accurate and unique part number

	•
	Draft
BOMS delivered to Sykes 8 weeks prior to product launch

	•
	Finalised
BOMS to Sykes 4 weeks prior to launch

    Sykes
responsibilities.

	•
	BOMS
accurately- entered on to Sykes production system. The process for this task is included as Appendix B—IPC06 Creation of Bill of
Materials

	•
	[*]

	ii)
	Existing BOMS

    Amendments to existing BOMS is governed by Sykes quality processes—see Appendix C -IPC07 Amendment of Bill of Materials.

	iii)
	Obsolete BOMS

    Adobe is required to advise Sykes of all BOMS and component part numbers that are obsolete. Sykes are responsible for the deletion of these entries from Sykes
inventory systems within [*] of notification by Adobe.

	*
	CONFIDENTIAL
TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized
representative of Adobe Systems, Inc. This material may not be distributed, reproduce or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on
behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems, Inc.'s request.

53

    3.2.2  Product Assembly  

    Adobe
responsibilities:

	•
	The
provision of adequate forecasting

	•
	Identification
of both Make to Stock (MTS) and Build to Order (BTO) requirements

	•
	Provision
of PO, split by SKU and price to initiate order cycle—this PO should send via EDI message from Adobe SAP to Sykes production system

    Sykes
responsibilities:

	•
	Receipt
and acknowledgement of PO via EDI message to Adobe SAP

	•
	Establishment
of component availability

	•
	Release
of work order for product assembly

	•
	Confirmation
of work order completion against Adobe PO number via EDI massage to Adobe SAP

	•
	Complete
order within [*] working days, assuming all components are available

    The
following illustrates the timetable for order completion:

	Period

	 	Action
	 	Owner

	Day 1	 	PO sent to Sykes via EDI from Adobe SAP	 	Adobe
	 

Day 2	 
 	 

Sykes to have completed trial kit and confirm PO acceptance via EDI to Adobe SAP	 
 	 

Sykes
	 

Day 5	 
 	 

Order completed on Sykes production system and Finished Goods booked on to MFG-Pro and Adobe SAP—Available to ship	 
 	 

Sykes

    Sykes
maintain master production samples covering each Adobe SKU which are released to the assembly floor with each works order to act as a guide for production.

    The
following covers the assembly process:

    Appendix D—IPC09
Creation & Amendment of Works Order

    Appendix E—AD001
Adobe Build to Order

    Appendix F—MAN09
Product Assembly

    Appendix G—IPC04
Creation and amendment of master sample

    The
process overleaf details the PO receipt and acknowledgement procedure:

    [Exhibit not available]

	*
	CONFIDENTIAL TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is
given by an authorized representative of Adobe Systems, Inc. This material may not be distributed, reproduce or divulged without written consent of Adobe Systems, Inc. This material, along with all
copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems, Inc.'s request.

54

    3.2.3  Fonts and VPP

    Sykes is responsible for the management, assembly and fulfillment of both Font and VPP orders. The assembly process follows the Build to Order
process—see appendix E.

	i)
	Fonts

	•
	2
BOMS covering all SKU's (Mac and Windows)

	•
	Adobe
will issue a PO for Font requirements

	•
	Sykes
will issue works order for assembly to build

	ii)
	VPP

    As
for fonts VPP builds are handled through our rapid response cell.

    Adobe
responsibilities:

	•
	VPP
PO raised

	•
	Email
VPP customer letter and CEULA as attachments to Sykes Sykes responsibilities:

	•
	Rapid
response of VPP order

	•
	Re-work
of product to incorporate VPP details via email from Adobe

	•
	Completion
of order and receipt on to Adobe SAP (via EDI)

    For
Current VPP Process see Appendix 0—VPP

    3.2.4  Serial Number Generation  

    Sykes
are responsible for the management and generation of all serial number requirements for European production and have developed a fully automated system to deliver this service.
The following illustrates this process:

[Exhibit][*]

3.3  Distributor Order Fulfillment  

    Sykes
manage the shipment of Distributor sales orders on behalf of Adobe.

	•
	Adobe
responsibilities:[*]

    The
processes covering Distributor orders are detailed in:

	•
	Appendix H—DIST02
Picking

	•
	Appendix I—DIST04
Packing

	•
	Appendix J—DIST05
Adobe Contingency

	*
	CONFIDENTIAL
TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized
representative of Adobe Systems, Inc. This material may not be distributed, reproduce or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on
behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems, Inc.'s request.

56

3.4  EDI Messaging Timescales  

    The
PO, assembly and shipping process requires the interaction of Sykes systems with Adobe's SAP. The details are as follows:

    Sykes
will pick-up Adobe transmission every hour on the half hour. These transmissions will consist of the electronic documents:

	•
	850—Purchase
Order

	•
	860—Put-chase
Order Change

	•
	940—Shipping
Order

	•
	997—Document
Receipt Acknowledgement

    Adobe
will-send these documents every hour on the hour. Sykes will send Adobe transmissions every hour on the half hour. These transmissions will consist of the electronic
documents:

	•
	855—PO
Confirmation

	•
	856—Shipping
(Build) Notification

	•
	945—Shipping
Confirmation

	•
	997—Document
Receipt Acknowledgement

    Sykes
will return the 855 within 1 day of receiving a purchase order. Shipping (Build) notifications will be sent within 1 hour of goods being booked onto Sykes system.
The Shipping Confirmation will be transmitted within 1 hour of the shipment being confirmed in Sykes system.

    Adobe
will send the Purchase Order document within 1 hour of a purchase order being created in Adobe's system. Purchase Order changes will be sent within 1 hour of
creation. Shipping Orders will be sent within 1 hour of creation.

    Both
Adobe and Sykes will send the Document Receipt Acknowledgement within 1 hour of receiving a document.

3.5  Inventory Management  

    3.5.1  Inventory Control  

    Sykes
are responsible for the management of all Adobe finished goods inventories on behalf held on Sykes MFG-Pro system.

    Sykes
will also ensure effective management of all component stocks to ensure continuance of supply.

    It
is understood that Sykes will be responsible for the accurate management of all stock records and will be responsible for the update of all finished good inventory records on both
Sykes MFG-Pro system and Adobe SAP via SAP terminal access provided by Adobe.

57

    3.5.2  Cycle Counting  

    Sykes
responsibilities:

	•
	[*]

    The
cycle count process is included in Appendix K—‘IPC02 Cycle Counting

    3.5.3  Warehousing  

    All
Adobe finished goods stocks are held in Sykes warehouse in Galashiels, Scotland. Adobe finished goods are stored as complete shrink-wrapped product and held in shipping cartons in
warehouse bin locations

    Features
of the warehouse:

	•
	Unique
system location

	•
	Adobe
inventory held in designated Adobe areas to increase picking and counting efficiency

	•
	High
security areas available for storage of high value items

    3.5.4  Warehouse Security  

	•
	[*]

	*
	CONFIDENTIAL
TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized
representative of Adobe Systems, Inc. This material may not be distributed, reproduce or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on
behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems, Inc.'s request.

58

    3.5.5  Inventory Obsolescence  

    Adobe
responsibilities.

	•
	Identification
and notification of all obsolete finished goods and component SKU's by part number and description

	•
	Confirmation
of action required e.g. destruction

    Sykes
responsibilities:

	•
	Confirmation
of obsolescence notification received

	•
	Confirmation
of action taken

	•
	Update
of stock records on both MFG-Pro and SAP

    Note:
[*]

    3.5.6  Goods Inward  

    Sykes
responsibilities:

	•
	Check
goods received are as specified on order notification and confirm receipt into Sykes production system if components or into MFG-Pro and
Adobe SAP 11 finished goods

	•
	Check
delivery for quality/damage

	•
	Confirm
receipt and log into inventory within 48 hours of receipt

    Sykes
standardoods—In operating times are:

	Monday - Thursday	 	08.30 - 17.30
	 

Friday	 
 	 

08:30 - 16:30*

	•
	Sykes
can accept deliveries 24 hrs per day by prior arrangement

    For
deliveries of 3rd party stock managed by Adobe, Sykes request that 24 hours notice is given and full details including SKU, description and quantities are provided.

    See
Appendix L—STOR01 Incoming Stores Control & Inspection

3.6  Distribution  

    Sykes
provides distribution services to Adobe:

	•
	Carrier
management

	•
	EU/Non-EU
Customs

	•
	Helpdesk 

	*
	CONFIDENTIAL
TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized
representative of Adobe Systems, Inc. This material may not be distributed, reproduce or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on
behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems, Inc.'s request.

59

    3.6.1  Carrier Management  

    Sykes
have established strong relationships with a number of carriers which are utilised to ship on behalf of Adobe.

    Adobe's
Distributor contracts will necessitate the requirement that Sykes will be required to liase with a high number of carriers with which we have no previous relationship. Sykes
will be responsible for:

	•
	Documentation
correct and available

	•
	Scheduling
collections with all carriers

    3.6.2  EU/Non EU Customs  

    Sykes
will:

	•
	Provide
guidance on all customs clearance and duty issues for all imports into EU

	•
	Ensure
correct duty and tax is paid

	•
	Complete
all necessary documentation for shipments destined for Distributors inside and outside EU boundaries

	•
	Liase
with Customs to resolve issues and enquiries

Helpdesk

    The Adobe Helpdesk has been set up to provide an efficient method of controlling all Adobe distribution enquiries.

    Opening
hours:

	Monday - Friday	 	08:30 - 16:30*

    *additional
cover is provided between 16.30 and 17.30 but will not provide the full coverage available during normal hours

    Helpdesk
Services—see Appendix M—SOP01 Helpdesk

3.7  RMA  

    RMA's
will be handled as per Sykes existing procedures and any requirements to rework/dispose will be agreed prior to any action with Adobe.

	•
	All
RMA returned from Goods In within 48 hours (<3000 units)

	•
	Full
records of all returned material and subsequent actions are kept

	•
	All
open or damaged product will be destroyed

    The
existing RMA process is included as Appendix N—SOP07 Adobe RMA

    The
following illustrates the messaging requirements between Sykes and Adobe for RMA:

[Exhibit][*]

	*
	CONFIDENTIAL
TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized
representative of Adobe Systems, Inc. This material may not be distributed, reproduce or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on
behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems, Inc.'s request.

60

4.  General  

4.1  Billing  

    4.1.1  Assembly  

    Adobe
will provide Sykes with an itemised PO for all material cost and assembly requirements. This PO will be:

	•
	Split
by SKU (1 SKU per order line) and quantity

	•
	Inclusive
of VAT

	•
	In
GBP Sterling

    Upon
completion of a finished goods work order Sykes will confirm receipt of the goods on to Adobe SAP via EDI message 856. This message will immediately initiate an automated payment
from Adobe SAP.

    Sykes
assume that payments will be:

	•
	Received
weekly

	•
	Via
electronic transfer

    4.1.2  Other Services  

    All
other services including Management Fee, Warehousing, Fulfillment will be covered monthly by Adobe PO.

4.2  Quality  

    Sykes
quality system has been in operation since 1989 and is designed to ensure Sykes maintain BS EN IS09002 registration.

4.3  Business Continuity  

    Sykes
has developed a business continuity plan to ensure the continuity of supply to Adobe. The plan is a dynamic document and is reviewed bi-annually.

    The
plan has 2 main goals:

	•
	Continuity
of service provision to Adobe

	•
	Re-establishment
or normal operations

5.  Reporting  

    Sykes
will provide the following reports to Adobe Order Fulfillment

	Report:

	 	Frequency:

	 

Stock Order Report	 
 	 

[*]
	 

Business Management Report	 
 	 

[*]
	 

Cycle Count Analysis	 
 	 

[*]
	 

Excess Inventory Report	 
 	 

[*]
	 

Business Review (QBR)	 
 	 

[*]

	*
	CONFIDENTIAL
TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized
representative of Adobe Systems, Inc. This material may not be distributed, reproduce or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on
behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems, Inc.'s request.

61

6.  Reporting  

6.1  On Time Delivery (Sales order)  

	No.

	 	Title
	 	Measurement
	 	Target

	1	 	On Time Delivery By Line	 	[*]	 	[*]
	 

2	 
 	 

On Time Delivery By Unit	 
 	 

[*]	 
 	 

[*]

6.2  Quality  

	No.

	 	Title
	 	Measurement
	 	Target

	2	 	Major-DPPM	 	[*]	 	[*]

6.3  Cycle Count (Finished Goods)  

	No.

	 	Title
	 	Measurement
	 	Target

	1	 	Absolute Variance—non-security	 	[*]	 	[*]
	 

2	 
 	 

Absolute Variance—security	 
 	 

[*]	 
 	 

[*]

	*
	CONFIDENTIAL
TREATMENT REQUESTED

This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized
representative of Adobe Systems, Inc. This material may not be distributed, reproduce or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on
behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems, Inc.'s request.

62

	Appendix A	OS04 — Corrective Action
	

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

63

	Sykes Europe Limited	Operating Procedure
	

	Title	Corrective Action	Uncontrolled copy #
	

	Responsibility	As Specified Below	ISO Ref.	4.14
	

	Procedure No.	QS 04	Rev. No.	1	Date	19-10-98	No. of Pages	4
	

	Quality Systems Manager	Quality Systems Co-ordinator
	

IMPORTANT:

This procedure should be used when any of the following are received or highlighted:

A
client complaint;

A
report of product nonconformity related to Sykes Europe Limited activity;

A
report of component nonconformity;

A
nonconformity raised during any audit (i.e., internal, client, 2nd or 3rd party);

A
Sykes Europe Limited Quality System nonconformity or nonconformity relating to ISO 9002;

Any
improvement or nonconformity identified by anyone regarding the activities of Sykes Europe Limited.

[*]

	*
	CONFIDENTIAL
TREATMENT REQUESTED

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

64

	Sykes Europe Limited	Operating Procedure
	

	Title	Corrective Action	Uncontrolled copy #
	

	Responsibility	As Specified Below	ISO Ref.	4.14
	

	Procedure No.	QS 04	Rev. No.	1	Date	19-10-98	No. of Pages	4
	

	Quality Systems Manager	Quality Systems Co-ordinator
	

	Person identifying the need for action	 	Manager or Team Manager receiving

The "Action Request' Form

[*]

	*
	CONFIDENTIAL
TREATMENT REQUESTED

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

65

	Sykes Europe Limited	Operating Procedure
	

	Title	Corrective Action	Uncontrolled copy #
	

	Responsibility	As Specified Below	ISO Ref.	4.14
	

	Procedure No.	QS 04	Rev. No.	1	Date	19-10-98	No. of Pages	4
	

	Quality Systems Manager	Quality Systems Co-ordinator
	

Control and Verification of Action Requests

[*]

	*
	CONFIDENTIAL
TREATMENT REQUESTED

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

66

	Sykes Europe Limited	Operating Procedure
	

	Title	Corrective Action	Uncontrolled copy #
	

	Responsibility	As Specified Below	ISO Ref.	4.14
	

	Procedure No.	QS 04	Rev. No.	1	Date	19-10-98	No. of Pages	4
	

	Quality Systems Manager	Quality Systems Co-ordinator
	

[*]

	*
	CONFIDENTIAL
TREATMENT REQUESTED

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

67

	Appendix B	IPC06—Creation of Bill of Materials
	

	[Exhibit]	 

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

68

	Sykes Europe Limited	Operating Procedure
	

	Title	Creation of a Bill of Materials	Uncontrolled copy #
	

	Responsibility	Client Planning Administrator/Client Planning

Co-ordinator	ISO Ref.	4.5 & 4.10
	

	Procedure No.	IPC 06	Rev. No.	0	Date	16-03-98	No. of Pages	2
	

	Quality Systems Manager	IPC Manager
	

[*]

	*
	CONFIDENTIAL
TREATMENT REQUESTED

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

69

	Sykes Europe Limited	Operating Procedure
	

	Title	Creation of a Bill of Materials	Uncontrolled copy #
	

	Responsibility	Client Planning Administrator/Client Planning

Co-ordinator	ISO Ref.	4.5 & 4.10
	

	Procedure No.	IPC 06	Rev. No.	0	Date	16-03-98	No. of Pages	2
	

	Quality Systems Manager	IPC Manager
	

[*]

	*
	CONFIDENTIAL
TREATMENT REQUESTED

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

70

	Appendix C	IPC07 Amendment of Bill of Materials
	

	[Exhibit]	 

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

71

	Sykes Europe Limited	Operating Procedure
	

	Title	Creation of a Bill of Materials	Uncontrolled copy #
	

	Responsibility	Client Planning Administrator & Client Planning

Co-ordinator	ISO Ref.	4.5 & 4.10
	

	Procedure No.	IPC 06	Rev. No.	0	Date	16-03-98	No. of Pages	2
	

	Quality Systems Manager	IPC Manager
	

[*]

	*
	CONFIDENTIAL
TREATMENT REQUESTED

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

72

	Sykes Europe Limited	Operating Procedure
	

	Title	Amendment of a Bill of Materials	Uncontrolled copy #
	

	Responsibility	Client Planning Administrator & Client Planning

Co-ordinator	ISO Ref.	4.5 & 4.10
	

	Procedure No.	IPC 07	Rev. No.	0	Date	16-03-98	No. of Pages	2
	

	Quality Systems Manager	IPC Manager
	

[*]

	*
	CONFIDENTIAL
TREATMENT REQUESTED

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

73

	Appendix D	IPC09 Creation & Amendment of Works Order
	

	[Exhibit]	 

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

74

	Sykes Europe Limited	Operating Procedure
	

	Title	Creation and Amendment of a Works Order	Uncontrolled copy #
	

	Responsibility	Client Planning Co-ordinator/Administrator	ISO Ref.	4.9 & 4.10
	

	Procedure No.	IPC 09	Rev. No.	1	Date	19-10-98	No. of Pages	2
	

	Quality Systems Manager	IPC Manager
	

[*]

	*
	CONFIDENTIAL
TREATMENT REQUESTED

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

75

	Sykes Europe Limited	Operating Procedure
	

	Title	Creation and Amendment of a Works Order	Uncontrolled copy #
	

	Responsibility	Client Planning Co-ordinator/Administrator	ISO Ref.	4.9 & 4.10
	

	Procedure No.	IPC 09	Rev. No.	1	Date	19-10-98	No. of Pages	2
	

	Quality Systems Manager	IPC Manager
	

Amendment of a Works Order;

[*]

	*
	CONFIDENTIAL
TREATMENT REQUESTED

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

76

	Appendix E	AD001 Adobe Build to Order
	

	[Exhibit]	 

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

77

	Sykes Europe Limited	Adobe Specific Procedure
	

	Title	Adobe—BTO	Uncontrolled copy #
	

	Responsibility	As Specified Below	ISO Ref.	4.9
	

	Procedure No.	ADO 01	Rev. No.	0	Date	19-10-98	No. of Pages	2
	

	Quality Systems Manager	Operations/IPC Managers
	

[*]

	*
	CONFIDENTIAL
TREATMENT REQUESTED

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

78

	Sykes Europe Limited	Adobe Specific Procedure
	

	Title	Adobe—BTO	Uncontrolled copy #
	

	Responsibility	As Specified Below	ISO Ref.	4.9
	

	Procedure No.	ADO 01	Rev. No.	0	Date	19-10-98	No. of Pages	2
	

	Quality Systems Manager	Operations/IPC Managers
	

[*]

	*
	CONFIDENTIAL
TREATMENT REQUESTED

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

79

	Appendix F	MAN09 Product Assembly
	

	[Exhibit]	 

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

80

	Sykes Europe Limited	Operating Procedure
	

	Title	Product Assembly	Uncontrolled copy #
	

	Responsibility	Manufacturing Team Leader	ISO Ref.	4.9 & 4.10
	

	Procedure No.	MAN 09	Rev. No.	2	Date	26-08-98	No. of Pages	2
	

	Quality Systems Manager	Operations Manager
	

[*]

	*
	CONFIDENTIAL
TREATMENT REQUESTED

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

81

	Sykes Europe Limited	Operating Procedure
	

	Title	Product Assembly	Uncontrolled copy #
	

	Responsibility	Manufacturing Team Leader	ISO Ref.	4.9 & 4.10
	

	Procedure No.	MAN 09	Rev. No.	2	Date	26-08-98	No. of Pages	2
	

	Quality Systems Manager	Operations Manager
	

[*]

	For Non-Serialised Products

	 	For Serialised Products

	
	 	

	Order Quantity	 	Check Quantity	 	Order Quantity	 	Check Quantity
	
	 	

	 	 	1st Off	 	Process	 	Last Off	 	 	 	1st Off	 	Process	 	Last Off
	
	 	

	1 to 25	 	1	 	0	 	0	 	1 to 25	 	1	 	1	 	1
	
	 	

	26 to 100	 	1	 	0	 	1	 	26 to 100	 	1	 	1 in 25	 	1
	
	 	

	101 to 199	 	1	 	1	 	1	 	101 to 199	 	1	 	1 in 25	 	1
	
	 	

	200+	 	1	 	1 in 200	 	1	 	200+	 	1	 	1 in 25	 	1
	
	 	

	*
	CONFIDENTIAL
TREATMENT REQUESTED

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

82

IMPORTANT: For ALL Adobe products in process check quantities must be 1 in 20.

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

83

	Appendix G	1PC04 Creation/Amend. of Master Sample
	

	[Exhibit]	 

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

84

	Sykes IPC Department	Operating Procedure
	

	Title	Creation and Amendment of a Master Product Sample	Uncontrolled copy #
	

	Responsibility	Client Planning Administrator	ISO Ref.	4.9
	

	Procedure No.	IPC 04	Rev. No.	0	Date	28-01-98	No. of Pages	3
	

	Quality Systems Manager	IPC Manager
	

Creation of a Master Product Sample:

[*]

	*
	CONFIDENTIAL
TREATMENT REQUESTED

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

85

	Sykes IPC Department	Operating Procedure
	

	Title	Creation and Amendment of a Master Product Sample	Uncontrolled copy #
	

	Responsibility	Client Planning Administrator	ISO Ref.	4.9
	

	Procedure No.	IPC 04	Rev. No.	0	Date	28-01-98	No. of Pages	3
	

	Quality Systems Manager	IPC Manager
	

Amendment of a Master Product Sample:

    
This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

86

	Sykes IPC Department	Operating Procedure
	

	Title	Creation and Amendment of a Master Product Sample	Uncontrolled copy #
	

	Responsibility	Client Planning Administrator	ISO Ref.	4.9
	

	Procedure No.	IPC 04	Rev. No.	0	Date	28-01-98	No. of Pages	3
	

	Quality Systems Manager	IPC Manager
	

[*]

    
This material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

87

	Appendix H	DIST02 — Picking
	

	[Exhibit]	 

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

88

	Sykes Distribution	Operating Procedure
	

	Title	Picking (Post, Direct & Trade)	Uncontrolled copy #
	

	Responsibility	Senior Team Lead — Distribution	ISO Ref.	4.9
	

	Procedure No.	DIST 02	Rev. No.	2	Date	28-08-98	No. of Pages	2
	

	Quality Systems Manager	Operations Manager
	

[*]

	*
	CONFIDENTIAL
TREATMENT REQUESTED

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

89

	Sykes Distribution	Operating Procedure
	

	Title	Picking (Post, Direct & Trade)	Uncontrolled copy #
	

	Responsibility	Senior Team Lead — Distribution	ISO Ref.	4.9
	

	Procedure No.	DIST 02	Rev. No.	2	Date	28-08-98	No. of Pages	2
	

	Quality Systems Manager	Operations Manager
	

Shortage Escalation Checklist

Stock shortages should be investigated in the following order:

	1.
	Double
check location indicated on Pick List.

	2.
	Check
locations adjacent/opposite location indicated on Pick List.

	3.
	If
Direct Stock—check stock history and if RMA stock, check RMA shelving.

	4.
	Check
Despatch Note/GRN/Purchase Requisition and ascertain if product has been wrongly booked in or incorrectly bin to binned.

	5.
	Stock
check other items in location for shortages and overs (see point 6).

	6.
	Check
open batch consolidated Pick Slips for incorrect Picks.

	7.
	Check
old locations (up to I year).

	8.
	If
Client carries both Trade and Direct stock where transfers are conducted, check remaining department stock.

	9.
	Sweep
warehouse.

NOTE If instructed by the Client/Client Services, orders may be partial or zero shipped at any stage in the above escalation path.

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

90

	Appendix I	DIST04 — Packing
	

[Exhibit]

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

91

	Sykes Distribution	Operating Procedure
	

	Title	Packing—Trade Orders	Uncontrolled copy #
	

	Responsibility	Senior Team Lead—Distribution	ISO Ref.	4.9
	

	Procedure No.	DIST 04	Rev. No.	0	Date	08-10-97	No. of Pages	2
	

	Quality Systems Manager	Operations Manager
	

[*]

	*
	CONFIDENTIAL
TREATMENT REQUESTED

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

92

	Sykes Distribution	Operating Procedure
	

	Title	Packing—Trade Orders	Uncontrolled copy #
	

	Responsibility	Senior Team Lead—Distribution	ISO Ref.	4.9
	

	Procedure No.	DIST 04	Rev. No.	0	Date	08-10-97	No. of Pages	2
	

	Quality Systems Manager	Operations Manager
	

CHECKLIST (The answers to all questions below must be "YES')

Pre-Packing:

Does
the Part Number on the products picked match that specified on the order?

Does the actual quantity of products picked match that specified on the order?

Do the Shipping details match those specified on the order?

Are the products picked free from damage/deterioration e.g. not torn, faded, stained, marked, creased etc.?

Is the product packaging intact?

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

93

	Appendix J	DIST05 — Adobe Trade
	

[Exhibit]

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

94

	Sykes Distribution	Operating Procedure
	

	Title	Adobe Trading System Contingency	Uncontrolled copy #
	

	Responsibility	As Specified Below	ISO Ref.	4.9
	

	Procedure No.	DIST 05	Rev. No.	0	Date	24-06-98	No. of Pages	2
	

	Quality Systems Manager	Operations Manager
	

[*]

	*
	CONFIDENTIAL
TREATMENT REQUESTED

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

95

	Sykes Distribution	Operating Procedure
	

	Title	Adobe Trading System Contingency	Uncontrolled copy #
	

	Responsibility	As Specified Below	ISO Ref.	4.9
	

	Procedure No.	DIST 05	Rev. No.	0	Date	24-06-98	No. of Pages	2
	

	Quality Systems Manager	Operations Manager
	

Contingency Plan

In
the event of Sykes Gala being unable to print orders from Adobe Trade System:

	1.
	Request
Adobe to print/Fax Despatch Note batch and consolidated Pick Lists at Gala.

	2.
	Manually
pack orders and pass to Shipping Office for UPS Maxiship system processing.

	3.
	Manually
ship confirm orders when Adobe Trade System is fully operational.

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

96

	Appendix K	IPC02—Cycle Counts
	

	[Exhibit]	 

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

97

	Sykes Distribution	Operating Procedure
	

	Title	Cycle Counts	Uncontrolled copy #
	

	Responsibility	IPC Inventory Analyst	ISO Ref.	4.9
	

	Procedure No.	IPC 02	Rev. No.	1	Date	08-03-99	No. of Pages	2
	

	Quality Systems Manager	IPC Manager
	

[*]

	*
	CONFIDENTIAL
TREATMENT REQUESTED

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

98

	Sykes Distribution	Operating Procedure
	

	Title	Cycle Counts	Uncontrolled copy #
	

	Responsibility	IPC Inventory Analyst	ISO Ref.	4.9
	

	Procedure No.	IPC 02	Rev. No.	1	Date	08-03-99	No. of Pages	2
	

	Quality Systems Manager	IPC Manager
	

[*]

	*
	CONFIDENTIAL
TREATMENT REQUESTED

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

99

	Appendix L	STOR01—Incoming Stores Control
	

	[Exhibit]	 

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

100

	Sykes Stores	Operating Procedure
	

	Title	Incoming Stores Control and Inspection	Uncontrolled copy #
	

	Responsibility	Goods In Team Leader	ISO Ref.	4.10
	

	Procedure No.	STOR 01	Rev. No.	0	Date	19-10-98	No. of Pages	5
	

	Quality Systems Manager	Stores Manager
	

[*]

	*
	CONFIDENTIAL
TREATMENT REQUESTED

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

101

	Sykes Stores	Operating Procedure
	

	Title	Incoming Stores Control and Inspection	Uncontrolled copy #
	

	Responsibility	Goods In Team Leader	ISO Ref.	4.10
	

	Procedure No.	STOR 01	Rev. No.	0	Date	19-10-98	No. of Pages	5
	

	Quality Systems Manager	Stores Manager
	

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

102

	Sykes Stores	Operating Procedure
	

	Title	Incoming Stores Control and Inspection	Uncontrolled copy #
	

	Responsibility	Goods In Team Leader	ISO Ref.	4.10
	

	Procedure No.	STOR 01	Rev. No.	0	Date	19-10-98	No. of Pages	5
	

	Quality Systems Manager	Stores Manager
	

[*]

	*
	CONFIDENTIAL
TREATMENT REQUESTED

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

103

	Sykes Stores	Operating Procedure
	

	Title	Incoming Stores Control and Inspection	Uncontrolled copy #
	

	Responsibility	Goods In Team Leader	ISO Ref.	4.10
	

	Procedure No.	STOR 01	Rev. No.	0	Date	19-10-98	No. of Pages	5
	

	Quality Systems Manager	Stores Manager
	

Goods In Quality checks

    If the delivery is of a pallet of boxes—open 1 box and count the number of items in it.

Goods In Quality Checks

    If the delivery is boxes of large items—open 1 box and count the number of items in it.

    If
the delivery is boxes of small items—open 1 box and count a part of the box as a sample.

    Does the actual number of items match the number on the box?

If YES, record this in the Goods In Database.

If  NO, record this in the Goods In Database and inform the Client Team Manager.

QUALITY CHECKS:

	1.
	Check
the total quantity of the delivery.

	2.
	Find
the checking quantity from the table below.

	3.
	When
you have checked them, have you found faults which would reject the order?

	Quantity Delivered
	Check
	Accept the Delivery
	Reject the Delivery

	

	Between 2 and 10000	20	If no items are faulty	[*]
	

	Between 10001 and 150000	80	If no items are faulty	[*]
	

	Between 150001 and 500000	125	If no more than 1 Item is faulty	[*]
	

	500001 and over	200	If no more than 1 item is faulty	[*]
	

Information
based on BS 6001 Part 1 : 1991 (ISO 2859-1 : 1989) Level 1—Reduced (AQL 0.25%)

If
YES, record the number you checked, the number which passed and the number which failed in the Goods In database and 'Inform the Client Team Manager.

If
NO, record the number you checked, the number which passed and the number which failed in the Goods In Database.

	*
	CONFIDENTIAL
TREATMENT REQUESTED

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

104

What to Check for: Compare the Samples Against the 1st Article Sign Off Copy

	Component Types:	 	Reasons for Rejection:
	 
 All Components:	 
 	 

Anything that is different from the 1st Article Sign Off copy. Any physical damage of any kind.
	 
 Printed Components:	 
 	 

Loose pages in books. Colour changing from 1 sample to another. Faults which affect either the appearance of tile printed component or its use. (e.g. marks, torn pages, ink smudges, creased covers or pages, missing, extra or duplicate pages or
sections).
	 
 Media: Disks	 
 	 

Wrong shell colour, missing shutter.
	 
 CDs	 
 	 

Colour changing from 1 sample to another, Ink smudges.

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

105

	Sykes Stores	Operating Procedure
	

	Title	Incoming Stores Control and Inspection	Uncontrolled copy #
	

	Responsibility	Goods In Team Leader	ISO Ref.	4.10
	

	Procedure No.	STOR 01	Rev. No.	0	Date	19-10-98	No. of Pages	5
	

	Quality Systems Manager	Stores Manager
	

	Printed Labels:	 	The same as printed components PLUS labels which are not sticking to the rolls properly.
	 
 Boxes:	 
 	 

The same as printed components PLUS damaged comers and edges.

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

106

	Appendix M	SOP01 — Team Lead
	

	[Exhibit]

	 

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

106

	Sykes SOP	Operating Procedure
	

	Title	Help Desk	Uncontrolled copy #
	

	Responsibility	Team Lead	ISO Ref.	4.9
	

	Procedure No.	SOP 01	Rev. No.	0	Date	23-11-98	No. of Pages	1
	

	Quality Systems Manager	Operations Manager
	

[*]

	*
	CONFIDENTIAL
TREATMENT REQUESTED

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc.
This material, along with all copies made by or on behalf of the person to whom it is directed, shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

107

	Appendix N	SOP07—Adobe RMA
	

	[Exhibit]	 

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

108

	Sykes SOP	Operating Procedure
	

	Title	Adobe Trade RMA	Uncontrolled copy #
	

	Responsibility	Team Lead	ISO Ref.	4.13
	

	Procedure No.	SOP 07	Rev. No.	0	Date	23-11-98	No. of Pages	1
	

	Quality Systems Manager	Operations Manager
	

[*]

	*
	CONFIDENTIAL
TREATMENT REQUESTED

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

109

	Sykes Stores	Operating Procedure
	

	Title	Incoming Stores Control and Inspection	Uncontrolled copy #
	

	Responsibility	Goods In Team Leader	ISO Ref.	4.10
	

	Procedure No.	STOR 01	Rev. No.	0	Date	19-10-98	No. of Pages	5
	

	Quality Systems Manager	Stores Manager
	

[Exhibit] [*]

	*
	CONFIDENTIAL
TREATMENT REQUESTED

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

110

	Sykes Stores	Operating Procedure
	

	Title	Incoming Stores Control and Inspection	Uncontrolled copy #
	

	Responsibility	Goods In Team Leader	ISO Ref.	4.10
	

	Procedure No.	STOR 01	Rev. No.	0	Date	19-10-98	No. of Pages	5
	

	Quality Systems Manager	Stores Manager
	

[*]

	*
	CONFIDENTIAL
TREATMENT REQUESTED

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

111

	Sykes Stores	Operating Procedure
	

	Title	Incoming Stores Control and Inspection	Uncontrolled copy #
	

	Responsibility	Goods In Team Leader	ISO Ref.	4.10
	

	Procedure No.	STOR 01	Rev. No.	0	Date	19-10-98	No. of Pages	5
	

	Quality Systems Manager	Stores Manager
	

[*]

	*
	CONFIDENTIAL
TREATMENT REQUESTED

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

112

	Appendix M	SOP01 — Team Lead
	

	[Exhibit]

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

113

	Sykes SOP	Operating Procedure
	

	Title	Help Desk	Uncontrolled copy #
	

	Responsibility	Team Lead	ISO Ref.	4.9
	

	Procedure No.	SOP 01	Rev. No.	0	Date	23-11-98	No. of Pages	1
	

	Quality Systems Manager	Operations Manager
	

[Exhibit] [*]

	*
	CONFIDENTIAL
TREATMENT REQUESTED

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

114

	Appendix N	SOP07 — Adobe RMA
	

	[Exhibit]

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

115

	Sykes SOP	Operating Procedure
	

	Title	Adobe Trade RMA	Uncontrolled copy #
	

	Responsibility	Team Lead	ISO Ref.	4.13
	

	Procedure No.	SOP 07	Rev. No.	0	Date	23-11-98	No. of Pages	1
	

	Quality Systems Manager	Operations Manager
	

[Exhibit] [*]

	*
	CONFIDENTIAL
TREATMENT REQUESTED

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

116

	Appendix 0	VPP
	

[Exhibit]

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

117

[*]

	*
	CONFIDENTIAL
TREATMENT REQUESTED

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

118

Adobe
Systems Europe Ltd: Bill of Materials

	

	UK SKU No.	 	1012550101056	 	S/W Part No.	 	1
	 

Description	 
 	 

Photoshop 5.5 Win Full Product GB	 
 	 

 	 
 	 

 
	 

S/N Format	 
 	 

PWE55OR7(6)-ccc	 
 	 

 	 
 	 

2
	 

 	 
 	 

 	 
 	 

 	 
 	 

 	 
 	 

3
	 

 	 
 	 

 	 
 	 

 	 
 	 

 	 
 	 

4
	 

 	 
 	 

EAN 5029766194216	 
 	 

 	 
 	 

Date Created 23/06/99
	 

	Part Number

	 	Part Description

	 	Language
	 	Qty

	9001 8162	 	PHSP 5.0 M/W User Guide GB 7/99	 	GB	 	1
	9001 8015	 	PHSP 5.5 M/W Supplement GB 8/99	 	GB	 	1
	9001 8035	 	PHSP 5.5 Win QRC GB 8/99	 	GB	 	1
	9001 6599	 	Product Support Card GO 4/99	 	GB	 	1
	9001 6684	 	Licence Agreement 5/99	 	ML	 	1
	9001 6579	 	Registration Card GB 4/99	 	GB	 	1
	9001 7995	 	PHSP 5.5 Win CD Application GB 8/99	 	GB	 	I
	9001 8005	 	PHSP 5.5 M/W CD Tutorial GB 8/99	 	GB	 	1
	9001 8047	 	PHSP 5.5 M/W CD Holder ML 8/99	 	ML	 	1
	0399 1657	 	Circular Security Seal	 	Generic	 	1
	0397 1297	 	Adobe Generic Box	 	Generic	 	1
	9001 8058	 	PHSP 5.5 Win Sleeve GB 8/99	 	GB	 	1
	9000 8166	 	BSA Sticker GB	 	GB	 	3
	9001 3732	 	Win/Generic Platform SKU Label White	 	Generic	 	I

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

119

Comments

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

120

Part 2

Master Production Schedule

[Exhibit not available]

This
material constitutes confidential and proprietary information of Adobe Systems, Inc., and is directed to the person to whom it is given by an authorized representative of Adobe Systems, Inc. This
material may not be distributed, reproduced or divulged without written consent of Adobe Systems, Inc. This material, along with all copies made by or on behalf of the person to whom it is directed,
shall be returned immediately to Adobe Systems, Inc. upon Adobe Systems Inc.'s request.

122

QuickLinks

TERMS AND CONDITIONS OF PURCHASEPrepared by MERRILL CORPORATION www.edgaradvantage.com

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Exhibit 10.60

***Text Omitted and Filed Separately

Confidential Treatment Requested Under 17 C.F.R.

§§200.80(b)(4), 200.83 and 240.24b-2.

	 	 	AGREEMENT
	 

 	 
 	 

between
	 

 	 
 	 

ADOBE SYSTEMS BENELUX B.V. a company incorporated in The Netherlands and having a place of business at Europlaza, Hoogoorddreef 54a, 1101 BE Amsterdam ZO, The Netherlands ("Adobe")
	 

 	 
 	 

and
	 

 	 
 	 

SYKES EUROPE LIMITED, a company incorporated in Scotland under the Companies Act with registered number 86519 and having its registered office at Nether Road, Galashiels, Selkirkshire, TD1 3HE (hereinafter called "Sykes")

WHEREAS:

	(A)
	Adobe
is a member of a group of companies which is a world leader in the development, licensing and distribution of desktop publishing software;

	(B)
	Adobe
wishes to be provided with a variety of logistical services to support and facilitate its development, licensing and distribution in Europe, the Middle East and Africa;

	(C)
	Sykes
is willing to provide such services on the following terms and conditions.

NOW THEREFORE IT IS AGREED AS FOLLOWS:

1.  DEFINITIONS AND INTERPRETATION  

	1.1
	In
this Agreement unless the context otherwise requires, the following expressions shall bear the following meanings:

	(a)	"Adobe Databases"	 	shall mean the Adobe databases from time to time made available by Adobe to Sykes or created by Sykes pursuant to the provision of Services hereunder;
	 

 	 

"Adobe Direct"	 
 	 

shall mean Adobe's direct sales organisation designed to allow Registered End Users to acquire Adobe product upgrades, selected Adobe retail products, Adobe type and complementary Third Party Products and to provide Registered End Users with the
latest information on Adobe upgrades and offers;
	 

 	 

 	 
 	 

 

1

	 

 	 

"Adobe Financial Month(s)"	 
 	 

shall mean the period(s) of four or five weeks Adobe uses for its internal financial accounting purposes, a list of all such months to be provided by Adobe to Sykes at the beginning of the relevant Adobe Financial Year while this Agreement is in
force;
	 

 	 

"Adobe Financial Quarter(s)"	 
 	 

shall mean the period(s) of thirteen (13) weeks Adobe uses for its internal financial accounting purposes, a list of all such quarters to be provided by Adobe to Sykes upon commencement of this Agreement and at the beginning of the relevant Adobe
Financial Year while this Agreement is in force;
	 

 	 

"Adobe Financial Year"	 
 	 

shall mean 4th December 1999 to 1st December 2000 for financial year 2000 and, for subsequent years, such period as Adobe designates as its financial year for its internal financial accounting purposes;
	 

 	 

"Adobe Group"	 
 	 

shall mean Adobe Systems Incorporated and its subsidiaries and affiliates, including Adobe;
	 

 	 

"Adobe Products"	 
 	 

shall mean Direct Sales Products and ASN Products but excluding Third Party Products;
	 

 	 

"Agent(s)"	 
 	 

shall mean ASN CSRs and/or CSRs as the case may be;
	 

 	 

"Agreement"	 
 	 

shall mean this Agreement between Adobe and Sykes;
	 

 	 

"ASN"	 
 	 

shall mean the Adobe Solutions Network set up and operated by Adobe;
	 

 	 

"ASN CSR"	 
 	 

shall mean a customer services representative allocated to the provision of ASN Services and forming part of the ASN Team;
	 

 	 

"ASN Countries"	 
 	 

shall mean all countries in the world other than the United States of America, Canada, Japan, China, India, Australia, New Zealand, Iran, Iraq, Cuba, Libya and North Korea and the countries comprised in South East Asia and Latin America, and such
other countries as the parties may agree in writing from time to time (such agreement not to be unreasonably withheld or delayed);
	 

 	 

"ASN Database"	 
 	 

shall mean the database of ASN Members and their registration, programme and other details;
	 

 	 

"ASN Members"	 
 	 

shall mean members from time to time of the ASN;
	 

 	 

"ASN Products"	 
 	 

shall mean the products distributed or provided through the ASN as identified by Adobe from time to time;
	 

 	 

 	 
 	 

 

2

	 

 	 

"ASN Programmes"	 
 	 

shall mean the individual programmes to which ASN Members subscribe, as more particularly detailed in the Statement of Work;
	 

 	 

"ASN Schedule"	 
 	 

shall mean Part 3 of the Schedule;
	 

 	 

"ASN Services"	 
 	 

shall mean the services to be provided by Sykes in terms of this Agreement in operating the ASN on behalf of Adobe;
	 

 	 

"ASN Team"	 
 	 

shall mean the Sykes employees allocated to the provision of ASN Services (including but not limited to the ASN Management Team and all ASN CSRs);
	 

 	 

"ASN Training"	 
 	 

shall mean the training for the provision of ASN Services identified in the Statement of Work;
	 

 	 

"Call Centre Facility"	 
 	 

shall mean Sykes' Call Centre facility at Calder House, 599 Calder Road, Edinburgh EHll 4GA or such other premises as may be approved in advance by Adobe from time to time;
	 

 	 

"CC Sheet	 
 	 

shall mean a customer care sheet for Adobe Direct describing policies and/or procedures or information in relation to specific issues/ problems and/or products to be used in the first instance by CSRs in the provision of Direct Sales
Services;
	 

 	 

"CCS"	 
 	 

shall mean the call centre software owned by Sykes and used in the co-ordination and management of the Services by Sykes and used by Adobe for Adobe's use in connection with the ASN and Adobe Direct, as installed at the Effective Date at the Call
Centre Facility and as upgraded or modified with Adobe's prior written approval and development requirements from time to time;
	 

 	 

"Charges Schedule"	 
 	 

shall mean Part 4 of the Schedule;
	 

 	 

"Client Group Manager"	 
 	 

shall mean in relation to the relevant Management Team, the person identified as having those responsibilities in the relevant Part of the Schedule;
	 

 	 

"Commercial Practices"	 
 	 

shall mean accepted industry practice regarding the nature of work to be done and the timescales in which it is to be carried out;
	 

 	 

"Confidential Information"	 
 	 

shall have the meaning given to it in Clause 9;
	 

 	 

"Contract Term"	 
 	 

shall mean the period beginning on the Effective Date (as hereinafter defined) and ending at 12:00 midnight GMT on 1st December 2000, unless terminated earlier in accordance with the provisions hereof;
	 

 	 

"CSN"	 
 	 

shall mean the customer service number allocated to all Registered End Users and ASN Members;
	 

 	 

 	 
 	 

 

3

	 

 	 

"CSR"	 
 	 

shall mean a customer service representative allocated to the provision of Direct Sales Services forming part of the Direct Sales Team;
	 

 	 

"Direct Sales Countries"	 
 	 

shall mean the United Kingdom, Eire, France, Germany, Austria, Sweden, Switzerland, the Netherlands, Belgium and Denmark and such other countries as the parties may agree in writing from time to time (such agreement not to be unreasonably withheld or
delayed);
	 

 	 

"Direct Sales Forecasts"	 
 	 

shall mean the forecasts of anticipated orders for Direct Sales Products produced by Adobe in accordance with the Statement of Work;
	 

 	 

"Direct Sales Languages"	 
 	 

shall mean English, French, German, Dutch and Swedish and such other languages as the parties may agree in writing from time to time (such agreement not to be unreasonably withheld or delayed);
	 

 	 

"Direct Sales Products"	 
 	 

shall mean the products and upgrades from time to time made available by Adobe through Adobe Direct comprising selected Adobe retail products, Adobe product upgrades, Third Party Products and Adobe type as detailed from time to time in LifeLine and
as varied from time to time by Adobe;
	 

 	 

"Direct Sales Schedules"	 
 	 

shall mean Parts 1 and 2 of the Schedule;
	 

 	 

"Direct Sales Services"	 
 	 

shall mean the services to be provided by Sykes in relation to Adobe Direct pursuant to Clause 3 and the Direct Sales Schedules including but not limited to the provision of Type On Call Services;
	 

 	 

"Direct Sales Team"	 
 	 

shall mean the Sykes employees allocated to the provision of Direct Sales Services (including but not limited to the Direct Sales Management Team, the Direct Sales data entry and database personnel and all CSRs);
	 

 	 

"Direct Sales Training"	 
 	 

shall mean the training for the provision of Direct Sales Services identified in the Statement of Work;
	 

 	 

"Effective Date"	 
 	 

shall mean 4th December 1999;
	 

 	 

"End User"	 
 	 

shall mean a licensee of the Product(s) who acquires such products for its own use rather than distribution, and shall exclude distributors, dealers, value added distributors, original equipment manufacturers, third party vendors, system integrators
and other parties who have licensed the Product(s) for distribution or for any purpose other than for their own use;
	 

 	 

"Finance Services"	 
 	 

shall mean the finance services which Sykes shall provide in relation to the Direct Sales Services and the ASN Services as more particularly specified in the relevant Statement of Work;
	 

 	 

 	 
 	 

 

4

	 

 	 

"Fulfillment Facility (ies)"	 
 	 

shall mean Sykes' warehousing facility located in Galashiels (together with such facilities as it may use from time to time for Sweden);
	 

 	 

"Incoming Request"	 
 	 

shall mean an incoming request from any person by fax, phone, post, e-mail or other media from time to time specified by Adobe for any of the Services, as the case may be;
	 

 	 

"Intellectual Property"	 
 	 

shall mean all intellectual property rights, similar and/or neighbouring rights and sui generis rights, of whatever nature anywhere in the world and all rights pertaining thereto including but not limited to all present and future title to and/or
interests therein whether recorded or registered in any manner or otherwise, including without prejudice to the foregoing generality, trade marks and service marks and applications therefor, patents and patent applications, copyright, database and
unfair extraction rights, designs, design rights both registered and unregistered, design right applications, trade secrets, know-how, information, production methods, data, source codes and object codes, discoveries, specifications, diagrams,
technology, research, methods of formulation, results of tests and field trials, specifications of materials, composites of materials, formulae and processes;
	 

 	 

"Lifeline"	 
 	 

shall mean the Adobe intranet known as Lifeline which contains details of policies and procedures for Adobe Direct with which Sykes is expected to comply or such other intranet or other system as Adobe may from time to time use for such
purpose;
	 

 	 

"Management Team"	 
 	 

shall mean the management team(s) set up by Sykes to manage each of the Services under this Agreement (as more specifically detailed in the relevant Parts of the Schedule), the terms "ASN Management Team" and "Direct Sales Management Team" being
construed accordingly;
	 

 	 

"Performance Metrics"	 
 	 

shall mean the measurements in relation to each of the Services as set out in the Statement of Work on which Sykes shall provide reports in terms of Clause 2.6;
	 

 	 

"Performance Standards"	 
 	 

shall mean in relation to each Service, the binding performance standards identified in relation to that Service in the Statement of Work;
	 

 	 

"Products"	 
 	 

shall mean Adobe Products and Third Party Products;
	 

 	 

 	 
 	 

 

5

	 

 	 

"QBR"	 
 	 

shall mean the quarterly business review in relation to each quarter to review performance of the Services in the preceding quarter, problems encountered and to set goals and objectives for Sykes for the following quarter to be held by the parties in
terms of Clause 2.10;
	 

 	 

"Registered End Users"	 
 	 

shall mean End Users who have been Verified and entered into the Sales and Registration Database or Type On Call Database, as the case may be;
	 

 	 

"Sales and Registration Database"	 
 	 

shall mean the database held by Sykes and containing among other information, details of all Registered End Users in the Direct Sales Countries and Italy and product registrations for such Registered End Users;
	 

 	 

"Schedule"	 
 	 

shall mean the Schedule in four (4) parts appended hereto which shall form part of this Agreement;
	 

 	 

"Services"	 
 	 

shall mean the services to be provided by Sykes to Adobe and on behalf of Adobe to End Users pursuant to this Agreement and comprising Direct Sales Services, ASN Services, and Finance Services together with any and all other services which may from
time to time be provided under this Agreement in terms of Clause 2.5 (whether as improvements or additions to existing Services or as new Services), references to a "Service" being construed accordingly;
	 

 	 

"Services Schedule"	 
 	 

shall mean the Direct Sales Schedules, the ASN Schedule and/or such other Schedule or part thereof as may be drawn up in accordance with Clause 2.5 from time to time;
	 

 	 

"Services Team"	 
 	 

shall mean as the case may be the ASN Team, the Direct Sales Team and such other teams as may from time to time be set up to provide Services in accordance with Clause 2.5;
	 

 	 

"SKU(s)"	 
 	 

shall mean the stock keeping unit numbers allocated to stock held by Sykes, as detailed in the Statement of Work;
	 

 	 

"Statement of Work"	 
 	 

shall mean the Statement of Work which relates to Direct Sales Services or ASN Services as the case may be, annexed as appendices to this Agreement and which shall form part of the Agreement, as updated from time to time by Adobe in terms of Clause
2.2;
	 

 	 

"Sykes Associated Company"	 
 	 

shall mean any group undertaking of Sykes as such term is defined in Section 259(5) the Companies Act 1985 and whether or not such undertaking is registered in the United Kingdom;
	 

 	 

 	 
 	 

 

6

	 

 	 

"Third Party Products"	 
 	 

shall mean products developed by third parties which Adobe elects to make available from time to time through Adobe Direct;
	 

 	 

"Trade Marks"	 
 	 

shall have the meaning given to it in Clause 13.3;
	 

 	 

"Type On Call Countries"	 
 	 

shall mean United Kingdom, Eire, France, Germany, Austria, Netherlands, Sweden, Belgium, Switzerland, Algeria, Australia, Botswana, Brazil, Bulgaria, Burkina Faso, Channel Islands, China, the Commonwealth of Independent States, Corsica, Crete,
Croatia, Cyprus, Czech Republic, Czechoslovakia, Denmark, Egypt, Estonia, Faroe Islands, Finland, Gibraltar, Greece, Guadeloupe, Hong Kong, Hungary, Iceland, India, Israel, Italy, Ivory Coast, Jordan, Kenya, Kuwait, Latvia, Liechtenstein, Lithuania,
Luxembourg, Malta, Martinique, Mexico, Monaco, Mongolia, Namibia, Norway, Poland, Portugal, Romania, Russia, Saudi Arabia, Singapore, Slovakia, Slovenia, South Africa, Spain, Tanzania, Tunisia, Turkey, United Arab Emirates, Yemen, Yugoslavia, Zambia
and Zimbabwe and such other countries as the parties may agree in writing from time to time (such agreement not to be unreasonably withheld or delayed);
	 

 	 

"Type On Call Database"	 
 	 

shall mean the database held by Adobe to which Sykes has access in terms of this Agreement which holds, among other information, details of all Registered End Users who have registered Type On Call Products;
	 

 	 

"Type On Call Languages"	 
 	 

shall mean English, French, German, Dutch and Swedish and such other languages as the parties may agree in writing from time to time (such agreement not to be unreasonably withheld or delayed);
	 

 	 

"Type On Call Product"	 
 	 

shall mean the Adobe Product available from Adobe Direct (as amended from time to time by Adobe) containing various Adobe fonts which require to be unlocked for use by End Users following registration using the Type On Call Services;
	 

 	 

"Type On Call Services"	 
 	 

shall mean the services forming part of the Direct Sales Services under which Sykes will register End Users for Type On Call Products and provide unlocking services to Registered End Users to allow them to unlock fonts within the Type On Call Product,
 in accordance with the Statement of Work;
	 

 	 

"Updates"	 
 	 

shall mean updates, patches, bug fixes and/or workarounds which Adobe may from time to time make available in relation to Adobe Products (whether on the Internet or otherwise);
	 

 	 

 	 
 	 

 

7

	 

 	 

"Verified"	 
 	 

shall mean that the customer services number of the End User in question has been verified in accordance with the procedure for verification set out in the Statement of Work;
	 

 	 

"Working Day"	 
 	 

shall mean each weekday (i.e. Monday through Friday inclusive) during the Contract Term other than Christmas Day and New Year's Day, and such weekend days (i.e. Saturday and Sunday) as the parties may agree in writing from time to time (such
agreement not to be unreasonably withheld or delayed).

	(b)
	"Client
Group Manager", "Client Group Administrator", "Operations Manager", "Programme Manager", "Senior Supervisor", "Client Lead", "Administrator", "Team Lead", "Senior
Communicator", "Data Entry Supervisor" and "Data Entry Administrator" shall mean in relation to the relevant Services Team or Management Team, the person from time to time identified as such in the
Statement of Work.

	1.2
	Reference
to any statute or statutory provisions shall include any statute or statutory provision which amends or replaces, or has amended or replaced, it and shall include any
subordinate legislation made under the relevant statute.

	1.3
	In
circumstances where Sykes is permitted hereunder to use the services of a sub-contractor in the performance of the Services, references herein to Sykes shall, where appropriate,
be construed as references to that sub-contractor provided always that Sykes shall remain primarily liable to Adobe in respect of such sub-contractors.

	1.4
	A
reference to the singular shall include a reference to the plural and vice versa, and a reference to any gender includes a reference to all other genders.

	1.5
	Headings
are for convenience only and shall not affect interpretation.

2.  APPOINTMENT  

2.1  Non-exclusive appointment  

Adobe
hereby appoints Sykes and Sykes hereby accepts appointment as a non-exclusive provider of the Services during the Contract Term, subject to the terms of this Agreement. As at the Effective Date,
Adobe hereby instructs Sykes to provide all the Services detailed in this Agreement but, consistent with the non-exclusive nature of this appointment, Adobe shall be entitled at any time to
discontinue and/or suspend the provision by Sykes of any or all of the Services by giving a reasonable period of notice which shall not be less than forty-five (45) days.

If
Adobe, during the Contract Term, seeks (1) any extension to the existing Services provided under this Agreement, or (2) the provision of new services similar to the services provided
by Sykes which are not covered by this Agreement, Sykes shall have the opportunity to tender for the provision of such new services.

2.2  Performance  

	(a)
	Sykes
warrants and undertakes to Adobe that the Services shall at all times be provided in accordance with this Agreement, the Services Schedules (including but not limited to the
Performance Standards and Performance Metrics) and the Statement of Work.

	(b)
	Adobe
shall be entitled by thirty (30) days' prior written notice to amend the Statement of Work provided that such amendments will not have a material impact (whether requiring an
increase or decrease) on the resources required by Sykes to provide the Services. Any such proposed amendments (including amendments to LifeLine or any other Adobe Database to

8

which
the Statement of Work refers) which will have a material impact (whether requiring an increase or decrease) on such resources shall be approved in advance in writing by Sykes, acting reasonably.
Sykes shall be entitled to request amendments to the Statement of Work where such amendments will not affect the nature or quality of the Services but all such amendments will require to be approved
in advance in writing by Adobe, acting reasonably.

	(c)
	Where
policies and procedures outlined in the Statement of Work are amended from time to time within the relevant Adobe Databases or within Lifeline, such amendments shall be deemed
to vary the Statement of Work accordingly.

	(d)
	For
the avoidance of doubt, unless explicitly stated to be a responsibility of Adobe, all obligations, duties, responsibilities and other matters set out or referred to in the ASN
Schedule, the Direct Sales
Schedules, and the Statement of Work shall be Sykes' responsibility and shall be obligations of Sykes in terms of this Agreement and except insofar as explicitly stated to be a responsibility of
Adobe, it shall be Sykes' responsibility to ensure that all Services are performed as described in the relevant Services Schedule and the Statement of Work.

2.3  Resources  

Without
prejudice to specific obligations elsewhere in this Agreement, Sykes shall at all times devote sufficient resources and teams of sufficiently qualified personnel to enable it to provide the
Services efficiently and professionally. Without prejudice to the generality of the foregoing, or any Performance Standard or Performance Metric set in relation to the Services, Sykes shall provide
the Services to the standards which would reasonably be expected of a competent company which is providing the Services on an arms length basis and Sykes shall at all times perform the Services
courteously and in such manner as not to injure Adobe's name or damage Adobe's goodwill.

2.4  No breach  

Sykes
hereby represents to Adobe that Sykes will not be in breach of any existing obligation binding on Sykes by reason of its entering into this Agreement.

2.5  Other Services  

Sykes
undertakes and agrees that it will upon request provide Adobe with such additional Services as Adobe may from time to time require during the Contract Term as long as the request conforms with
Commercial Practices and at prices to be agreed by the parties. If such Services are requested and included in this Agreement, the parties shall agree the terms of a Services Schedule in relation to
such Services (or such amendments to existing Services Schedule(s) as may be appropriate) together with such additions and/or amendments to the Statement of Work as may be appropriate.

2.6  Reporting and Performance Metrics  

Sykes
shall provide such reports, information and data as Adobe shall from time to time reasonably require in relation to the performance of this Agreement. This shall include but is not limited to
reports on the Performance Standards and Performance Metrics which shall be produced by Sykes in relation to each Service in the terms set out in the relevant Services Schedule and/or the Statement of
Work and the production by Sykes of all other reports, information and data more particularly specified in the Schedule and the Statement of Work. Reports on the Performance Metrics shall include all
reports on the Performance Standards. Sykes shall ensure that all reports on the Performance Metrics and Performance Standards contain charts which show sufficient historical data to identify trends,
clearly understood titles and labels, the goal or objective, a clear indication of which direction is good and which is bad and a scale which does not distort trends. Sykes shall ensure that all
Performance Standards are drawn to the attention of all relevant employees. Sykes shall ensure that all Direct Sales and ASN

9

Performance
Metrics and Performance Standards are broken down as detailed in the relevant Services Schedule and/or the Statement of Work. Without prejudice to the foregoing, Sykes shall use all
reasonable endeavours to inform Adobe without delay of any matter which comes to the attention of Sykes which is likely to affect materially the provision of the Services.

2.7  Services provided in Adobe's name and Grant of Licence  

All
Services provided shall be provided by Sykes in the name of Adobe. So far as required by Sykes for the proper performance of its duties hereunder during the Contract Term and for no other purpose
whatsoever, Adobe shall use its reasonable endeavours to procure for Sykes a non-exclusive royalty-free limited licence to use specified trade marks, service marks, trade names and logos belonging to
or licensed by Adobe or any member of the Adobe Group pertaining to the Products. Such licence shall automatically terminate on the date of termination or expiry of this Agreement howsoever terminated
or expiring and with effect from such date Sykes shall have no further right to use any such trade marks, service marks, trade names or logos of Adobe or any member of the Adobe Group pertaining to
the Products or their licensors.

2.8  Intellectual Property  

It
is hereby expressly agreed that Adobe shall be the sole and exclusive owner of all Intellectual Property rights in all work carried out by Sykes (or on behalf of Sykes) in the provision of the
Services including but not limited to copyright in reports, manuals, electronic files and technical notes authored by Sykes, copyright and database rights in any and all databases created or updated
and copyright and related rights in any and all software developed by Sykes in the performance of the Services, to the extent that such software is bespoke software commissioned from Sykes by Adobe
and charged to Adobe. Where Adobe has funded such software development, Sykes shall only be entitled to use such software for the exclusive benefit of Adobe during the Contract Term, and any
transitional period described in Clause 14.6(a). In the event Sykes develops any other software under this Agreement for the benefit of Adobe and other Sykes clients, the parties shall agree how, if
at all, the development costs of such software shall be apportioned. In any event, Adobe shall be entitled to a licence to use such software on terms to be agreed between Adobe and Sykes, provided
that such terms shall include, as minimum terms, an irrevocable, worldwide, royalty free licence to use, sub-license to any member of the Adobe Group, and reproduce such software in connection with
the Services during the Contract Term, and any transitional period described in Clause 14.6(a). Sykes hereby assigns as legal and beneficial owner to Adobe, by way of future assignation any and all
such Intellectual Property rights which are capable of future assignation and on Adobe's request shall assign as legal and beneficial owner all other such Intellectual Property rights. Sykes shall
procure the waiver by all persons involved in the creation or development of any such works of such moral or similar rights as such persons may from time to time have in or in relation to such works.
Without prejudice to the foregoing, Sykes undertakes to do all such things and execute (or procure the execution of) all such documents as Adobe shall from time to time require in order to perfect
Adobe's title to same and obtain any applicable protections in Adobe's name and to confirm such waivers including but not limited to procuring assignations and waivers in Adobe's favour from
contractors and consultants. Sykes warrants and represents to Adobe that it is entitled to assign such Intellectual Property to Adobe and that such Intellectual Property does not infringe the
Intellectual Property rights or moral or similar rights of any third party.

2.9  Hardware, software and systems  

Sykes
shall ensure that it has available to it all hardware, software and other technical resources required from time to time for the provision of the Services all of which shall be at the
responsibility and risk of Sykes and Sykes shall maintain and update the same to standards consistent with Sykes' obligations to meet the Performance Standards and Performance Metrics

10

stated
in this Agreement. Without prejudice to the foregoing generality this shall include but not be limited to the personal computers, peripheral devices, equipment and software necessary
to:—

	(a)
	have
and maintain for the Contract Term, access to any Adobe Database (or other database) Adobe deems necessary (acting reasonably) for Sykes to perform its obligations under this
Agreement;

	(b)
	maintain
facilities for the entry into and processing of data in connection with all relevant Adobe Databases and for all reporting required in terms of this Agreement;

	(c)
	invoice,
process and validate payments of membership fees and renewal fees and ASN Product charges in the provision of the ASN Services;

	(d)
	invoice,
process and validate payments for Direct Sales Products supplied in the course of the Direct Sales Services;

	(e)
	maintain
technical resources which make call monitoring of Services supplied to End Users possible;

	(f)
	maintain
an electronic mail system compatible with that specified by Adobe (acting reasonably); and

	(g)
	maintain
sufficient electronic ordering, processing and other facilities as are necessary for shipping Direct Sales Products and ASN Products to End Users and ASN Members
respectively;

Without
prejudice to the foregoing, Sykes shall ensure that it has available to it the infrastructure identified in Part 5 of the Schedule and any and all specific hardware, software and technical
resources identified in the Statement of Work in relation to each of the individual Services (which shall have no less than the functionality described in the Statement of Work, where specified) and
shall not make any material change to any specifications or configurations so described without Adobe's prior written consent, acting reasonably.

2.10  Management Teams and Reviews  

Sykes
shall set up and maintain effective Management Teams primarily dedicated to Adobe which shall comprise the individuals and reflect the structures contained in the Statement of Work in relation
to the relevant Services. Sykes shall ensure that the relevant members of the Management Teams shall attend and hold such meetings as Adobe shall from time to time reasonably require including but not
limited to the QBR (which will be held in the month following expiry of each Adobe Financial Quarter during the Contract Term) and the other regular meetings scheduled in the Statement of Work in
relation to each of the Services.

2.11  Quality Control  

In
addition to any specific quality control mechanisms included from time to time in any Services Schedules and/or the Operation Manual and without prejudice to the Performance Standards, Adobe shall
be entitled:—

	(a)
	upon
twenty-four (24) hours' advance notice to Sykes, to monitor responses to Incoming Requests (whether calls taken or e-mails or other written responses supplied or otherwise) and
to analyse the quality and quantity of call logging; and

	(b)
	at
any time (s) and as it deems appropriate to carry out written, telephone or other surveys of End Users and ASN Members as to their experience with Services provided to them.

3.  DIRECT SALES SERVICES  

3.1  Services to be supplied  

11

Subject
to the terms of this Agreement, Sykes agrees to provide Adobe with the Direct Sales Services and the Finance Services during the Contract Term for the sums set out in the Charges Schedule and
in accordance with the terms set out in the Direct Sales Schedules and the Statement of Work.

3.2  Recruitment, Training and Teams  

Sykes
shall recruit CSRs and other members of the Direct Sales Team meeting the profile contained in the Statement of Work and shall ensure that the Direct Sales Team at all times meets the
requirements in all material respects (which shall mean that there are no adverse or detrimental effects on the Performance Standards) in terms of numbers, structure and seniority set out in the
Statement of Work and the forecasted requirements of Adobe from time to time, in the terms set out in the Statement of Work. Sykes shall ensure that all members of the Direct Sales Team undergo and
satisfactorily complete the Direct Sales Training and without prejudice to the foregoing, that the Direct Sales Team is at all times adequately trained and resourced in accordance with Adobe's
reasonable requirements from time to time. Sykes shall monitor all CSRs and obtain training evaluations from such CSRs as detailed in the Statement of Work. Sykes' compliance with this provision shall
not relieve Sykes of its obligation to achieve the Performance Standards.

3.3  Performance Standards  

Sykes
shall perform the Direct Sales Services to the Performance Standards set out in the Direct Sales Schedules and/or the Statement of Work. Sykes further acknowledges and agrees that a consistent
failure to meet the standards, goals and objectives identified in the Performance Standards and/or the Performance Metrics shall be deemed to be a material breach of this Agreement as specified in
Clause 14.3. Without limiting the foregoing, Sykes agrees to use all reasonable endeavours to achieve the performance standards described as "Targets" in the Statement of Work.

3.4  Adobe's responsibilities  

Adobe
shall provide the services detailed in the Direct Sales Schedules to support Sykes in the provision of Direct Sales Services together with such other services as may be specifically identified
as a responsibility of Adobe in the Statement of Work;

4.  ASN SERVICES  

4.1  Services to be supplied  

Subject
to the terms of this Agreement, Sykes agrees to provide Adobe with the ASN Services and the Finance Services during the Contract Term at the prices set out in the Charge Schedule in accordance
with the terms set out in the ASN Schedule and the Statement of Work.

4.2  Recruitment, Training and Teams  

Sykes
shall recruit ASN CSRs meeting the profile contained in the Statement of Work and shall ensure that the ASN Team at all times meets the requirements in all material respects (which shall mean
that there are no adverse or detrimental effects on the Performance Standards) in terms of numbers, structure and seniority set out in the Statement of Work. Sykes shall ensure that all members of the
ASN Team undergo and satisfactorily complete the ASN Training and without prejudice to the foregoing, that the ASN Team is at all times adequately trained and resourced in accordance with Adobe's
reasonable requirements from time to time. Sykes shall monitor all ASN CSRs and obtain training evaluations from such ASN CSRs as detailed in the Statement of Work. Sykes' compliance with this
provision shall not relieve Sykes of its obligation to achieve the Performance Standards.

4.3  Performance Standards  

12

Sykes
shall perform the ASN Services to the Performance Standards set out in the ASN Schedule and/ or the Statement of Work. Sykes further acknowledges and agrees that a consistent failure to meet the
standards, goals and objectives identified in the Performance Standards and/or the Performance Metrics shall be deemed to be a material breach of this Agreement as specified in Clause 14.3.

4.4  Adobe's responsibilities  

Adobe
shall provide such services as may be specifically identified as a responsibility of Adobe in the Statement of Work.

5.  REMUNERATION  

5.1  Invoicing  

	(a)
	Within
nineteen (19) days of the end of each Adobe Financial Month during the Contract Term, Sykes shall invoice Adobe for all work carried out in the previous Adobe Financial Month
calculated as set out in the Charges Schedule. Such invoices shall clearly specify amounts due for each of the Services. Each such invoice shall be accompanied by such supporting documentation and
vouchers as Adobe may reasonably require. Except as provided in Clause 5.2, and further provided that such invoice is accurate and fully supported, Adobe agrees to pay each such invoice within thirty
(30) days of the date of such invoice which for the avoidance of doubt shall be the date of the end of the relevant Adobe Financial Month.

	(b)
	Within
nineteen (19) days of the end of each Adobe Financial Month, Sykes shall also provide Adobe with a written statement of the amounts received by Sykes on behalf of Adobe
during the previous Adobe Financial Month from all sources in relation to Services provided. Sykes shall ensure that all sums received or receivable in this respect shall be payable to and paid to
Adobe and shall be paid into such nominated Adobe accounts as Adobe shall notify Sykes from time to time. In no event and under no circumstances shall Sykes receive sums from End Users or ASN Members
or in any other manner on its own account in relation to the Services but if for any reason any such sums are received, they shall be held in trust for Adobe and immediately paid to Adobe in such
manner as Adobe shall direct.

5.2  Withholding Payment  

Without
prejudice to its other rights hereunder Adobe shall not be obliged to make payment of any sums pursuant to Clause 5.1 if:—

	(a)
	Sykes
has unreasonably refused or failed to perform any Services as and when requested by Adobe; or

	(b)
	Sykes
has failed to perform any or all of the Services in accordance with the Performance Standards and/or the Performance Metrics such that, in Adobe's reasonable judgement, there
has been or is likely to be a materially adverse effect on the Service(s) in question; or

	(c)
	any
of the circumstances specified in Clause 14.3 has arisen.

5.3  No expenses  

Except
as specifically provided herein Sykes shall not be entitled to receive any remuneration or be reimbursed in respect of any expenses incurred by it in the performance of its duties hereunder.

5.4  VAT  

All
payments due hereunder shall be exclusive of Value Added Tax or its equivalent and shall be made in Sterling.

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5.5  Accounts and Records  

	(a)
	Sykes
shall keep full, adequate and accurate books of account and other records reflecting the management, operation and financial results of the Services at its normal place of
business. Such books and records shall, at all times, be kept in all material respects in accordance with good administrative, and secretarial practice and generally accepted accounting principles.
Title to such books and records shall vest in Sykes.

	(b)
	Such
books of account and all relevant records shall be open upon reasonable prior notice during normal working hours and at reasonable intervals for inspection by a duly authorised
representative or representatives of Adobe for the purpose of verifying the accuracy of all payments made or to be made by or to Adobe pursuant to this Clause 5. Provided that Adobe has access
to all information necessary to verify the accuracy of all payments made to or to be made by Adobe pursuant to this Clause 5, Sykes shall not be obligated to provide Adobe with access to records
relating to Sykes' profitability in the provision of the Services or access to any records containing other Sykes client information. For the avoidance of doubt, where such records may contain Adobe
information and information relating to other Sykes clients, Sykes shall provide Adobe with properly redacted versions of such records.

5.6  Interest  

Interest
shall be payable on all sums which are due and payable hereunder to or by Adobe (other than amounts which are the subject of a bona fide dispute between the parties) from the due date for
payment as specified herein until payment in full is made at the rate of 2% per annum above the Base Rate from time to time of the Bank of Scotland.

14

5.7  Review  

Without
prejudice to the other provisions of this Clause 5 but subject to the provisions of Clause 5.8, the parties agree that the Charges Schedule shall be reviewed by the parties on an annual basis
with the first such review occurring one (1) year after the Effective Date. Such reviews shall be conducted in order to ensure that the Charges Schedule is competitive. If, following any such
review, the parties are not able to agree a new Charges Schedule, the last Charges Schedule shall remain in force until the next review subject to this Clause 5. It is acknowledged and agreed between
the parties that, notwithstanding each such review, there is no obligation on Adobe to instruct Sykes to provide Adobe with any Service during the Contract Term.

5.8  Most favourable terms  

If
at any time during the Contract Term Sykes or any Sykes Associated Company provides services similar to the Services or any of them to any third party on terms which are more favourable in respect
of such services than the terms provided herein then the parties agree that the terms applying to provision of such Services hereunder shall at the request of Adobe be amended to provide for such
favourable terms but nothing contained in this Clause 5.8 shall oblige Sykes to disclose the identity of any such third party. Sykes shall be bound to inform Adobe immediately if any such
circumstances arise.

5.9  Disputes referred to expert  

The
parties agree that any dispute regarding sums due to or by Sykes in terms of this Agreement shall be referred for final settlement to a Chartered Accountant nominated jointly by the parties or
failing agreement as to such nomination within seven days after either party's request to the other therefor as nominated at the request of either party by the President for the time being of the
Institute of Chartered Accountants of Scotland. Such expert shall be deemed to act as an expert and not as an arbiter. His/her decision in the absence of clerical or manifest error shall be final and
binding on the parties and his/her fees for so acting shall be borne by the parties in equal shares unless he/she determines that the conduct of either party is such that such party should pay all or
a major part of such fees.

6.  CLIENT GROUP MANAGER  

In
order for Adobe to monitor and review the Services, Sykes undertakes and agrees to appoint one individual to be primarily responsible to Adobe for the Services who shall be the Client Group
Manager. The Client Group Manager shall meet with such of Adobe's management as Adobe shall deem necessary no less frequently than once each month during the Contract Term, or more frequently if this
is required by the relevant Performance Standard or by Adobe at any time during the Contract Term. In addition, Sykes undertakes and agrees to appoint a separate service manager for each or any of the
Services, if requested by Adobe. For the avoidance of doubt this Clause 6 is without prejudice to any other managing structure requirement or reporting requirement specified in any Performance
Standards or Performance Metrics or elsewhere in this Agreement or the Statement of Work.

7.  RISK AND INSURANCE  

7.1  Adobe property  

Sykes
agrees that all property of Adobe to be held in the possession of or under the control of Sykes pursuant to this Agreement shall be held at the risk and liability of Sykes, notwithstanding that
title to such property shall at all times remain with Adobe.

7.2  Insurance  

Sykes
shall obtain and maintain product liability, public liability and professional indemnity insurance policies with caps of not less than [*] in respect of each of such
policies with a reputable insurance

*   CONFIDENTIAL TREATMENT REQUESTED

15

company
in respect of Sykes' liabilities hereunder both during the Contract Term and for a period of five years after its expiry or termination. For as long as such insurance is required as aforesaid,
upon request by Adobe, Sykes shall submit to Adobe:-

	(a)
	copies
of all relevant insurance policies; and

	(b)
	such
evidence of payment of premiums (including payment receipts) as Adobe shall reasonably require in respect of such insurance to show that it has been obtained and renewed.

8.  CONFLICT OF INTEREST AND PUBLICITY  

8.1  Good faith  

Each
party undertakes at all times to perform its obligations and exercise its rights hereunder with the utmost good faith (which includes in the case of Adobe the right to assign).

8.2  Press releases  

The
parties agree that neither of them shall make any press release or originate any other publicity regarding this Agreement or the Services or make any announcement or publication whatsoever which
involves the name of the other party without the prior written consent of the other party hereto. Without prejudice to the foregoing generality, neither party shall at any time without the prior
written consent of the other party make or cause or give permission to any employee or any third party to make any untrue or misleading statement in relation to Sykes, any Sykes Associated Company,
Adobe and/or any member of the Adobe Group, nor in particular after the termination of this Agreement represent or cause or permit any representation to be made that Sykes is connected with Adobe
and/or any member of the Adobe Group in relation to the provision of the Services save as required by law or as is publicly available.

9.  CONFIDENTIALITY  

9.1  Confidential Information and Materials  

	(a)
	For
the purposes of this Agreement, "Confidential Information" shall mean any and all technical and non-technical information in any form, including patent, trade secret and
proprietary information, techniques, sketches, drawings, models, inventions, know-how, processes, apparatus, equipment, algorithms, software programs, software source documents, and formulae related
to current, future and proposed products and services of Adobe and members of the Adobe Group and includes, without
limitation, its respective information concerning research, experimental work, development, design details and specifications, engineering, financial information, procurement requirements, purchasing,
manufacturing, customer lists, business forecasts, sales and merchandising, and marketing plans and information. Without prejudice to the foregoing generality, "Confidential Information" shall also
include any and all information contained in any and all Adobe Databases to which Sykes may have access under this Agreement.

	(b)
	For
the purposes of this Agreement, "Confidential Materials" shall mean all tangible materials containing Confidential Information including, without limitation, all written or
printed documents and computer disks, tapes or CD-ROMs, whether machine or user readable, all PDF (portable document format) files and databases containing any Confidential Information.

9.2  Property of Adobe  

All
Confidential Information and/or Confidential Materials, and any Intellectual Property rights embodied therein, shall remain the sole and exclusive property of Adobe. Upon termination or expiry of
this Agreement, all Confidential Materials, including any copies thereof which Adobe has authorised Sykes to make shall be returned to Adobe immediately.

16

9.3  Restrictions  

Sykes
agrees that it shall not make use of, disseminate or in any way disclose the Confidential Information or the Confidential Materials to any person, firm, business, company or organisation, except
to the extent necessary to strictly comply with its obligations hereunder. For the avoidance of doubt, (a) Sykes shall not be entitled to use the Confidential Information and/or the
Confidential Materials for any purpose other than to the extent strictly necessary to comply with its obligations hereunder. Sykes shall not circulate (by fax, electronic mail or any other method) any
of the Confidential Materials to any End User and (b) the Confidential Materials are provided to Sykes to use as a resource in providing the Services and Sykes shall not publish any of the
Confidential Materials.

9.4  Degree of Care  

Without
prejudice to any other obligation under this Agreement, Sykes agrees that it shall treat all Confidential Information and all Confidential Materials with the same degree of care as it accords
to its own confidential information, and Sykes represents that it uses best efforts to protect its confidential information. Sykes may disclose the Confidential Information and the Confidential
Materials only to Sykes' employees who have a need to know such Confidential Information and/or need to use such Confidential Materials and who have previously agreed in writing to be bound by the
terms and conditions of this Agreement as they relate to Confidential Information and Confidential Materials.

9.5  Sykes' Confidential Information  

Adobe
agrees to treat as confidential any information which is proprietary to Sykes and is made available to Adobe during the Contract Term at Adobe's request, and to ensure that all appropriate
precautions are in place to ensure that all such confidential information is treated as confidential by it, its officers and employees. The foregoing obligation shall cease when the said information
enters the public domain, provided that this was not the result of a breach of the foregoing obligation by Adobe. Adobe reserves the right to disclose information provided by Sykes in the event of any
legal or administrative authority in any relevant jurisdiction so requesting such information, as well as in the event of any proceedings, either legal or administrative, in order to preserve Adobe's
interests PROVIDED THAT Adobe shall use all reasonable efforts to ensure that Sykes is notified before such disclosure (if possible) or immediately thereafter.

10.  SYKES' UNDERTAKINGS  

10.1  Undertakings  

    Sykes
hereby agrees that during the Contract Term it will:—

	(a)
	take
such action in relation to its employees, agents and sub-contractors as Adobe may from time to time reasonably require in order to secure the effective performance by Sykes of
its obligations hereunder;

	(b)
	without
prejudice to the obligations contained in Clause 2.9 of this Agreement, ensure that all systems, equipment, machinery and/or software employed by Sykes for provision of the
Services shall be of adequate quality for the performance of the Services and shall ensure that they are well maintained and shall ensure that all payments due to third parties in respect thereof
whether by way of maintenance or otherwise shall be timeously paid save in the case of any bona fide dispute;

	(c)
	not,
to the best of its knowledge and belief, make any illegal use of any software licensed from any third party in the performance of the Services;

	(d)
	not
use Adobe's trade marks, trade names, service marks or logo(s) (except as expressly permitted hereunder in relation to the Services) without obtaining Adobe's prior written
consent;

17

	(e)
	not
sub-contract its performance of any or all of the Services to any third party or appoint an agent without Adobe's prior written consent and such consent shall only be given inter alia (i) on the
basis that Sykes remains entirely liable for the acts and omissions of each such sub-contractor or agent and
(ii) provided that each such sub-contractor or agent expressly agrees to assign to Adobe or such party(ies) as Adobe may designate all Intellectual Property that the sub-contractor or agent may
create or develop in its provision of the Service(s) on like terms to those contained in Clause 2.8; (f) perform the Services in conformity with all local laws in the territories covered by
this Agreement, including but not limited to those in the area of data protection, taxation, privacy, competition and advertising;

	(g)
	without
prejudice to Clause 10.1(f), in collecting, processing, recording, storing, registering, disclosing, transferring and using data and in maintaining records, comply fully
with any applicable privacy protection regulations, data protection regulations and other applicable laws. Without limiting the generality of the foregoing, Sykes shall make all appropriate
registrations and shall apply for all appropriate authorisations, approvals, and/or licences so as to enable an inspection and/or audit as may be appropriate or the transfer of the data to Adobe and
any third party(ies) designated by Adobe, and their holding and use by Adobe and any third party(ies) designated by Adobe, for any purposes specified by Adobe, and insofar as permitted under the
applicable privacy protection regulations and the applicable data protection regulations. Sykes shall defend, indemnify and hold Adobe and its successors, officers, directors and employees and all
third party(ies) designated by Adobe harmless against any and all costs, expenses, liabilities, losses, damages, injunctions, interdicts, suits, actions, fines, penalties, claims, proceedings and
demands of every kind or nature (including but not limited to reasonable legal fees) made against or incurred by the indemnified party in respect of claims by any person whose data are registered, or
by any government entity enforcing privacy regulations, data protection regulations or any other applicable laws, or any other party based on any regulations or any other applicable laws, in
connection with the data collected, processed, stored, registered, disclosed, maintained or transferred by Sykes or in connection with the use by Adobe or any other party(ies) designated by Adobe of
such data provided that Adobe has complied with its obligations under applicable data protection regulations and any other relevant regulations in respect of such data. Sykes' obligation of
indemnification shall survive the expiry or termination of this Agreement.

10.2  Third Parties  

For
the purposes of this Clause 10, "third party" shall include, without limitation, any Sykes Associated Company.

11.  LIABILITY  

11.1  Errors or omissions  

Sykes
agrees to indemnify and hold harmless Adobe and its successors, officers, directors and employees from all and any costs, expenses, liabilities, losses, damages, injunctions, interdicts, suits,
actions, fines, penalties, claims, proceedings and demands of every kind or nature (including but not limited to Adobe's reasonable legal fees) made against or incurred by the indemnified party as a
result of misrepresentation, wilful or negligent act, error or omission on the part of Sykes, its employees or sub-contractors arising out of or in any way connected with Sykes' performance of the
Services.

11.2  Data corruption  

Without
prejudice to Sykes' obligations hereunder, Sykes shall take all reasonable steps in the performance of the Services to secure that any data (which is made available to and/or processed by
Sykes) and the Adobe network do not suffer from any corruption, deterioration or alteration or addition to them (other than as specifically provided for in terms of this Agreement) or the generation
of any errors, defects or malfunctions therein caused by:

18

	(a)
	the
use or failure of use by Sykes of any code, data, media, material, firmware, or software at any time during the Contract Term; or

	(b)
	any
computer instruction, circuitry, "virus", "worm", "Trojan horse" or "logic bomb" (as these words are generally understood as at the Effective Date within the computer industry)
or any other technological means whose purpose is to disrupt, damage or interfere with Adobe's use of its computer and/or telecommunications facilities, or any other similar matter or thing resulting
from such use or failure as specified in Clause 11.2 (a) which comes into existence or is introduced during the Contract Term.

11.3  Other Liabilities  

Without
prejudice to the provisions of Clause 11.1 Sykes hereby agrees to defend, indemnify and hold harmless Adobe and its successors, officers, directors and employees from all and any costs,
expenses, liabilities, losses, damages, injunctions, interdicts, suits, actions, fines, penalties, claims, proceedings and demands of every kind or nature (including but not limited to Adobe's
reasonable legal fees) made against or incurred by the indemnified party arising from:-

	(a)
	the
misuse by Sykes of any Adobe Database to which it may have access hereunder or of any part thereof; and/or

	(b)
	any
failure by Sykes to carry out any or all of the Services strictly in accordance with its obligations in this Agreement and/or in respect of any negligent act or omission of
Sykes in the provision of any or all of the Services.

11.4  Notification of claims  

If
any action or claim shall be brought against Adobe in respect of which indemnity may be sought from Sykes under this Agreement, Adobe shall promptly notify Sykes in writing, specifying the nature
of the action and the total monetary amount sought or other such relief as is sought therein. Adobe shall co-operate with Sykes at Sykes' expense in all reasonable respects in connection with the
defence of any such action. Sykes undertakes to conduct all proceedings or negotiations in connection therewith, assume the defence thereof, and shall also undertake all other required steps or
proceedings to settle or defend any such action, including the employment of counsel which shall be satisfactory to Adobe (acting reasonably), and payment of all expenses. Adobe shall have the right
to employ separate counsel and participate in the defence thereof. As part of the indemnity contained in this Agreement, Sykes shall reimburse Adobe upon demand for any payments made or loss suffered
by it, based upon the judgement of any court of competent jurisdiction or pursuant to a bona fide compromise or settlement of claims, demands or actions, in respect of any damages to which the
foregoing relates.

11.5  No indemnity  

Nothing
in this Agreement shall render Adobe liable to indemnify Sykes or any third party in respect of any liability of any kind incurred by Sykes to any third party.

11.6  Survival of terms  

The
indemnities given by Sykes pursuant to this Clause 11 shall survive the termination or expiry of this Agreement however caused.

11.7  Maximum liability  

Subject
to the provisions of Clause 11.8, the maximum aggregate liability of Sykes under this Agreement or otherwise (whether or not caused by the negligence of Sykes, its employees or
sub-contractors) arising out of or connected with the provision or purported provision of or failure in the provision of the Services to Adobe including the indemnities given hereunder, but
specifically excluding any breach or breaches by Sykes of any obligation to collect, remit or pay to Adobe any

19

sums
owed to Adobe by Sykes or any third party in connection with the Services (in which case Sykes' liability shall be unlimited), shall in no circumstances be greater than
[*].

11.8  No exclusion for death/personal injury  

Neither
party excludes or limits its liability for death or personal injury to the extent only that the same arises as a direct result of the negligence of that party or its employees.

11.9  Exclusion for Adobe default  

Sykes
expressly excludes and/or limits its liability hereunder to the extent that such liability arises by reason of any default (whether wilful or negligent) by Adobe in the performance of its
obligations hereunder.

12.  ADOBE'S SUPPORT  

12.1  Technical information  

Provided
all necessary security is in place prior to any access, Adobe agrees to make available to Sykes all information, technical knowledge, product sales information, documentation and support
which may be reasonably required by Sykes to provide the Services but that on the understanding that Sykes shall be deemed to have the expertise and ability of a reasonably skilled provider of
services similar to the Services. Adobe shall ensure that Sykes has access to all necessary networks and Adobe Databases for
the purpose of providing the Services hereunder. For the avoidance of doubt, any and all information provided by Adobe to Sykes hereunder shall be deemed to be Confidential Information of Adobe.

12.2  Data protection registrations  

Sykes,
as the data processor, hereby warrants that it has, and undertakes to maintain, all data protection registrations necessary to enable it to access and use the Sales and Registration Database in
order to perform its obligations under this Agreement. Where required by applicable law, Adobe shall take, so far as it reasonably can take, all steps to secure that Sykes is included in Adobe's own
registration(s) with the relevant data protection authorities.

12.3  Licence of Products  

Without
prejudice to the other provisions hereof, Adobe undertakes and agrees to grant or procure for Sykes a non-exclusive, non-transferable, royalty-free limited licence to use such number of copies
of each Adobe Product as Adobe may deem necessary for Sykes to perform each of the Services PROVIDED THAT Sykes shall not use any such Adobe Product for any purpose other than the performance of the
relevant Service for which the relevant licence is granted, and further provided that (without prejudice to Clause 13) Sykes shall at all times comply with the terms and conditions of Adobe's or Adobe
Systems Incorporated's End User licence agreement for such Adobe Products.

*   CONFIDENTIAL TREATMENT REQUESTED

20

13.  PERMITTED USES AND INTELLECTUAL PROPERTY RIGHTS  

13.1  Restriction  

Sykes
agrees not to translate any Adobe Product into another computer language, in whole or in part. Sykes shall not make copies or make media translations of any Adobe Product including without
limitation any user documentation supplied herewith in whole or in part without Adobe's prior written approval. Sykes agrees that if, for any reason, it comes into possession of any source code or
portion thereof for any Adobe Product not generally provided by Adobe or its licensors as a part of an Adobe Product it shall not use or disclose such source code and it shall immediately deliver all
copies of such source code to Adobe. Nothing contained in this Agreement shall be interpreted so as to exclude or prejudice the rights (if any) of Sykes or any End User under the European Directive on
the Legal Protection of Computer Programs (as implemented in the relevant jurisdiction) with respect to the Adobe Products.

13.2  Safeguarding products  

Sykes
agrees to take all reasonable action to safeguard the Products while in its possession against all probable or foreseeable risks or wrongful obtaining by others and shall take such security
measures as are reasonably necessary for those purposes.

13.3  Adobe's Intellectual Property  

	(a)
	Sykes
acknowledges that the structure, organisation and code of the Adobe Products are proprietary to Adobe, its licensors and suppliers, and that the Products are the Intellectual
Property of Adobe, its
licensors and suppliers. Adobe, its licensors and suppliers retain exclusive ownership of the Intellectual Property rights vested in the Products and any and all trade marks licensed to Sykes in
accordance with Clause 2.7 (the "Trade Marks") and Sykes shall take all reasonable measures to protect the Intellectual Property rights of Adobe, its licensors and suppliers in the Products and the
Trade Marks including but not limited to providing such assistance and taking such measures as are reasonably requested by Adobe from time to time.

	(b)
	Except
as provided herein, Sykes is not granted any rights to any Intellectual Property or any other rights, franchises or licences with respect to the Trade Marks. Without
prejudice to the foregoing, Sykes acknowledges and agrees that any and all Intellectual Property rights in and to any Adobe Database to which Sykes may have access hereunder are and shall remain the
Intellectual Property of Adobe, its licensors and suppliers. Sykes hereby assigns any and all present and future Intellectual Property rights, if any, in Sykes' updates of the Adobe Databases and any
authoring, localisation or translation by Sykes of any items(s) contained in or entered into any Adobe Database to which Sykes has access under this Agreement or any data contained therein, to Adobe.
Sykes shall procure waivers of all moral or similar rights which may from time to time subsist in relation to such updates and other works. At any time upon first request, Sykes shall take all steps,
sign all documents and otherwise fully co-operate with Adobe to secure a binding transfer and waiver of all such rights to Adobe all on like terms to those contained in Clause 2.8.

	(c)
	For
the avoidance of doubt, all rights of any nature in the Sales and Registration Database (other than Sykes' or any third party's rights in the underlying software and file and
database structures) shall belong to Adobe. Such rights include, but are not limited to database rights and the right to regard such database and all data contained therein as confidential
information. Should Adobe wish at any time to relocate, duplicate or transfer the Sales and Registration Database to a location within Adobe's own network, Sykes undertakes fully and effectively to
co-operate with any such relocation, duplication and/or transfer as required by Adobe on such terms as the parties shall agree.

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13.4  Intellectual Property Infringement  

	(a)
	Subject
to the limitations set forth in this Clauses 13.4 and Clause 13.5, Adobe shall defend and indemnify Sykes with respect to all claims, suits or proceedings with respect to
any claim that any Adobe Product delivered to Sykes by Adobe in order to allow Sykes to fulfil its obligations hereunder infringes any patent, trade mark or copyright of any Member State of the
European Union provided, however, that (i) Sykes promptly notifies Adobe in writing of such claim, suit or proceeding (ii) Sykes gives Adobe the right to control and direct the
investigation, preparation, defence and settlement of any such claim, suit or proceeding (iii) Sykes makes no admission of liability and (iv) Sykes gives assistance and full co-operation
for the defence of same as requested at Adobe's expense and further provided that Adobe's liability with respect to portions of the Adobe Products provided by or licensed from third parties will be
limited to the extent that Adobe is indemnified by such third parties. Adobe shall pay any resulting damages, costs and expenses finally awarded or as a result of a settlement made by Adobe to a third
party but Adobe is not and shall not be liable for such amounts or for settlements incurred by Sykes without Adobe's written authorisation. If such claim, suit or proceeding has occurred or in Adobe's
opinion is likely to occur, Adobe may at its election and expense either obtain for Sykes the right to continue performing the Services with regard to such allegedly infringing Adobe Product, replace
or modify the Adobe Product so it is not infringing or remove such Adobe Product from this Agreement;

	(b)
	The
provisions of the indemnity set out in Clause 13.4(a) shall not apply with respect to any instances of alleged infringement based upon or arising out of the use of Adobe
Products other than as strictly permitted under this Agreement or in any manner for which the Adobe Products were not designed, or for use of the Adobe Products for other than the uses designated by
Adobe, for use of any
Adobe Product which has been modified by Sykes or any third party (except to the extent such modifications are authorised and approved in writing by Adobe or expressly permitted hereunder) or for use
of any Adobe Products in connection with or in combination with any equipment, devices or software which have not been supplied by Adobe (if such infringement or claim could have been avoided by use
of the Adobe Products with other equipment, devices or software). Notwithstanding any other provisions hereof, the indemnity set out in Clause 13.4 (a) shall not apply with respect to any
infringement based on Sykes' activities occurring subsequent to its receipt of notice of any claimed infringement unless Adobe shall have given Sykes written permission to continue to use the relevant
Adobe Product;

	(c)
	THE
FOREGOING CLAUSES 13.4(a) AND (b) STATE THE SOLE AND EXCLUSIVE REMEDY OF SYKES AND THE ENTIRE LIABILITY AND OBLIGATION OF ADOBE, ITS LICENSORS AND SUPPLIERS WITH
RESPECT TO INFRINGEMENT OR CLAIMS OF INFRINGEMENT OF ANY INTELLECTUAL PROPERTY RIGHT BY THE PRODUCTS OR ANY PART THEREOF.

13.5  Maximum liability of Adobe  

The
maximum aggregate liability by Adobe to Sykes under this Agreement including but not limited to the indemnity contained in Clause 13.4(a), but specifically excluding any breach or breaches by
Adobe of any obligation to pay Sykes the fees for the Services (where such fees are not in dispute), shall be [*]. Nothing contained herein shall prejudice Adobe's right to
withhold payment or make deductions or exercise its right of set-off as specified under this Agreement.

*   CONFIDENTIAL TREATMENT REQUESTED

22

14.  TERM AND TERMINATION  

14.1  Term  

Notwithstanding
the date or dates of execution hereof, this Agreement shall be deemed to be effective as of the Effective Date and subject to the provisions of Clause 17.2 shall continue for the
Contract Term whereupon it shall automatically expire. There shall be no automatic renewals of this Agreement. This Agreement may only be renewed by the written agreement of both parties.

14.2  Termination  

Each
party shall have the right at all times by giving notice in writing to the other to terminate this Agreement forthwith on the occurrence of any of the following events:

	 

 	 

(a)	 
 	 

(i)	 
 	 

if the other party commits a material or persistent breach of any of the terms of this Agreement and fails to remedy the same within 14 days of written notice from the first party requesting remedy of such material or persistent breach and so that
for this purpose a breach by any employee, agent or sub-contractor of either party of any of the terms of this Agreement shall be deemed to be a breach by that party;
	 

 	 

 	 
 	 

(ii)	 
 	 

for the avoidance of doubt, if one party commits a material or persistent breach which is not remedied pursuant to Clause 14.2 (a) (i) then the other party shall be entitled to rescind this Agreement and/or seek damages from the party in
breach;
	 

 	 

 	 
 	 

(iii)	 
 	 

for the purposes of this Clause 14.2, "persistent breach" shall mean breaches which in their cumulative effect materially affect the performance of the relevant party's obligations;
	 

 	 

 	 
 	 

(iv)	 
 	 

for the further avoidance of doubt, it is acknowledged and agreed that a material or persistent breach in the provision of any one (or more) of the Services shall entitle the party not in breach to terminate this Agreement.

	(b)
	if
the other party is deemed unable to pay its debts (within the meaning of section 123(1) of the Insolvency Act 1986), or if an application for an administration order in
relation to it is presented to the Court, or if any steps are taken by it with a view to proposing any kind of composition or arrangement involving its creditors generally (or any class of them), or
if any administrative or other receiver or any manager of it or any of its property is appointed, or if any diligence, distress, execution or other process is levied, enforced or sued out against it
or its assets and not discharged within 21 days, or if any meeting is convened, resolution passed, petition presented or order made for its winding up, or if an order is made or resolution passed or
other action taken for suspension of payments, protection from creditors or bankruptcy of it, or if a liquidator, trustee or similar office is appointed in respect of it, or all or part of its assets
(or if any similar event occurs in relation to either party in any jurisdiction outside the United Kingdom);

	(c)
	if
either party shall be guilty of conduct tending to bring the other party and/or any associated company of the other (being a member of the Adobe Group or a Sykes Associated
Company respectively) into disrepute;

	(d)
	for
the purposes of this Clause 14.2, where the party in question is Sykes, Sykes shall include any Sykes Associated Company which is involved in providing the Services or any of
them whether under sub-contract or otherwise or any other sub-contractor whether or not such sub-contractor is registered in the United Kingdom.

14.3  Material breach by Sykes  

It
is hereby acknowledged and agreed that the following shall amount to a material breach of a term of this Agreement by Sykes, such that Adobe would be entitled to terminate this Agreement pursuant
to Clause 14.2 (a) :—

23

	(a)
	where
Adobe requests any Service in accordance with the provisions hereof and specifies in such request that the end implementation date for provision of the specific Service is
linked to a Product which is specified by Adobe (acting reasonably) as being important and Sykes fails to meet that end implementation date; or

	(b)
	where
Adobe requests any Service in accordance with the provisions hereof and specifies in such request that the end implementation date for provision of the specific Service is
linked to any campaign specified by Adobe (acting reasonably) as being important and Sykes fails to meet that end implementation date; or

	(c)
	where
Sykes is in breach of any obligation of confidentiality imposed on it pursuant to this Agreement or is in breach of any security which is put in place at the request of Adobe
which in Adobe's view (acting reasonably) has a significant adverse effect on Adobe's business including but not limited to the disclosure of any product plans of Adobe where such disclosure falls
within the confidentiality obligations contained in Clause 9; or

	(d)
	where
Sykes has knowingly or negligently injured Adobe's name or damaged Adobe's goodwill; or

	(e)
	where
Sykes has used or misused Adobe's name or any or its trade names, trade marks, service marks or logos other than as expressly provided in this Agreement; or

	(f)
	where
Sykes has knowingly or negligently used unlicensed third party software or has allowed any Product to be used other than as specified under this Agreement so far as is within
its control; or

	(g)
	where
Sykes has failed to meet any or all of the Performance Standards; or

	(h)
	where
Sykes has, in Adobe's reasonable opinion, consistently failed to meet the standards, goals and targets identified in the Performance Standards and/or the Performance Metrics;

and,
for the avoidance of doubt, time will be of the essence in meeting the various dates specified in paragraphs (a) and (b) of this Clause 14.3. For the avoidance of doubt
(i) meeting the Performance Standards by Sykes shall not be conclusive of Sykes being in compliance with its obligations under this Agreement (other than its obligations to meet the relevant
Performance Standards) and (ii) the making of any and all deductions which may be applied by Sykes in terms of this Agreement shall be without prejudice to any and all other rights which Adobe
may have in respect of any breach including but not limited to the right to terminate this Agreement.

14.4  Change of Control  

Adobe
shall be entitled to terminate this Agreement (i) if there is any change of control (as defined in Section 40 of the UK Income and Corporation Taxes Act 1988) in Sykes or any Sykes
Associated Company which results in Sykes being controlled by another commercial competitor of either party or (ii) in the event of a sale by Sykes of 75% or more of its business which is
involved in providing the Services.

14.5  Termination for Convenience  

Notwithstanding
the provisions of Clauses 2.1 and 14.1 of this Agreement, either party may terminate this Agreement at any time without cause and without judicial intervention and without prejudice to
the rights and obligations of the parties which have accrued as at the date of termination upon ninety (90) days' prior written notice to the other party by registered mail with notice of receipt.

14.6  Consequences of Termination  

	(a)
	On
termination or expiry of this Agreement for any reason Sykes will liaise with Adobe making available for such purposes such Sykes liaison staff as Adobe may reasonably require
and acting in good faith to ensure mutually satisfactory handover of the performance of the Services to Adobe or to a replacement contractor(s). The period of liaison will commence as

24

soon
as notices have been given of termination of this Agreement (or the Agreement expires, as the case may be) and will continue for a maximum period of three months after termination or expiry
unless otherwise agreed.

	(b)
	Sykes
agrees that at the time of termination or expiry of this Agreement it will render all assistance (including that specified in paragraph (a) above), provide all
documentation and undertake all actions to the extent necessary to effect an orderly assumption of the Services by Adobe or by replacement contractor(s), subject to agreeing with Adobe a fee for its
reasonable costs and expenses in so doing without prejudice to any rights of Adobe to claim damages in the event of termination arising from any breach of this Agreement by Sykes. Without prejudice to
the foregoing, Sykes shall do all things required to transfer the Sales and Registration Database and all data contained therein to Adobe or its replacement contractors, as above.

	(c)
	Each
party undertakes to return to the other party upon termination or expiry of this Agreement any equipment, software, documentation, information or other materials belonging to
the other party. Without prejudice to the foregoing generality, Sykes shall deliver immediately to Adobe all Confidential Information and/or Confidential Materials in its possession including but not
limited to any and all copies of Adobe Databases and all registration cards.

	(d)
	For
the avoidance of doubt, until this Agreement expires or is terminated (including during any notice period), Sykes shall continue to provide the Services in accordance with the
terms of this Agreement including, without limitation, Clause 2.3 and the Performance Standards.

14.7  Survival of Terms  

Termination
or expiry of this Agreement shall not affect the obligations of the parties in terms of Clauses 2.8, 5.2, 5.5, 5.9, 7, 9, 10.1(g), 11, 13, 14.6, 14.10 and 15 of this Agreement which shall
continue notwithstanding termination or expiry.

14.8  Accrued Rights  

Termination
or expiry of this Agreement shall not affect the rights of either party accrued against the other up to the date of termination.

14.9  Other rights  

Each
party's right of termination as herein provided shall be without prejudice to any other rights and remedies it may have under this Agreement.

14.10
No compensation

Each
party understands that the rights of termination or expiry hereunder are absolute. Without prejudice to any right to claim damages for breach of contract, neither party shall incur any liability
whatsoever for any other damage, loss or expenses of any kind (with the exception of damage, loss or expense which is the result of wilful misconduct or gross negligence of such party's senior
managerial personnel) suffered or incurred by the other arising from or incidental to any termination of this Agreement by such party or any expiry hereof which complies with the terms of the
Agreement whether or not such party is aware of any such damage, loss or expenses in such circumstances. In particular, without in any way limiting the foregoing, neither party shall be entitled to
any damages on account of prospective profits or anticipated sales. Where applicable, Sykes hereby irrevocably agrees to waive the benefit of any law or regulation providing compensation to Sykes
arising from the termination or expiry or failure to renew this Agreement. Sykes also agrees to indemnify and hold harmless Adobe from any and all claims for compensation asserted by Sykes' employees
and sub-contractors.

25

15.  RESTRICTIONS  

15.1  Fair and reasonable  

Sykes
acknowledges that in the course of this Agreement it is likely to obtain knowledge of Adobe's trade secrets and other Confidential Information and will have dealings with certain of the
customers and suppliers of Adobe and that it is fair and reasonable for Adobe to seek to protect its interests by the provisions of this Clause.

15.2  Non-solicitation  

Both
parties hereby agree that (without prejudice to any other duty implied by law) they will not (whether alone or jointly with or as principal, manager, employee, partner, agent or consultant of or
for any other person, firm or company):

	(a)
	at
any time during the Contract Term and/or any transitional period described in Clause 14.6(a), without the prior consent of the other party, endeavour to entice away from the
other party or knowingly employ or offer employment to any person who is then, or has been during the Contract Term, a director, employee, consultant or agent of the other party; or

	(b)
	for
a period of one (1) year after the termination or expiry of this Agreement, without the prior consent of the other party, endeavour to entice away from the other party or
knowingly employ or offer employment to any person who is then a director, employee, consultant or agent of the other party; or

	(c)
	at
any time do or say anything likely to be calculated to lead any person, firm or company to breach any contract with the other party or withdraw from the other party any rights of
import, supply, distribution or agency now enjoyed by it.

16.  GENERAL  

16.1  Entire agreement  

This
Agreement (together with the Statement of Work) constitutes the entire agreement and understanding between the parties hereto relating to the subject matter hereof and this Agreement cancels,
terminates and supersedes any prior agreement or understanding relating to the subject matter hereof including but not limited to the statements of work agreed by the parties prior to the Effective
Date. The relationship between the parties is as herein described and no partnership, joint venture or agency relationship save as provided herein shall be deemed to subsist between the parties and
neither shall have the power to bind the other or to pledge the credit of the other. Sykes shall not say or do anything that might lead any third party to believe that Sykes is acting as the agent of
Adobe (except insofar as is required in the proper performance of the Services hereunder).

16.2  No variation  

None
of the provisions of this Agreement may be varied, waived, extended or modified except expressly in writing and signed by each of the parties hereto.

16.3  No waiver  

Any
omission by either party to exercise any right or remedy available to that party under the terms of this Agreement shall not be taken to signify acceptance of the event giving rise to the right to
exercise such right or remedy and shall be without prejudice to the rights of either party which may arise in the future.

16.4  Severability  

Any
provisions of this Agreement which in any way contravene the law of any state or region in which this Agreement is effective shall in such state or region to the extent of such contravention of
laws be deemed severable and shall not invalidate any other provision or provisions of this agreement.

26

Without
prejudice to the foregoing, where practicable, the parties hereto shall negotiate with a view to replacing any such severed provisions with enforceable provisions to the satisfaction of both
parties.

16.5  Set-off  

Adobe
will be entitled to set off all sums due to Sykes pursuant to this Agreement against all sums due by Sykes to Adobe.

17.  FORCE MAJEURE  

17.1  Definition  

For
the purpose of this Agreement "Force Majeure" shall be deemed to be any cause affecting the performance of this Agreement arising from or attributable to acts, events, omissions or accidents
beyond the reasonable control of the party failing to perform and without limiting the generality thereof shall include the following:—

	(a)
	strikes,
lock-outs or other industrial action (other than insofar as these involve the party claiming Force Majeure);

	(b)
	civil
commotion, riot, invasion, war threat or preparation for war;

	(c)
	fire,
explosion, storm, flood, earthquake, subsidence, epidemic or other natural physical disaster;

	(d)
	impossibility
of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;

	(e)
	political
interference with the normal operations of any party.

17.2  Suspension  

If
either party to this Agreement is prevented or delayed in the performance of any of its obligations under this Agreement by Force Majeure, and if such party gives written notice thereof to the
other party specifying the matters constituting Force Majeure, together with such evidence as it reasonably can give and specifying the period for which it is estimated that such prevention or delay
will continue then the party in question shall be excused the performance or the punctual performance as the case may be as from the date of such notice for as long as such cause of prevention or
delay shall continue up to a period of 30 days from the date of service of the said written notice and upon expiry of the said period of 30 days either party may by written notice to the other
summarily terminate this Agreement without prejudice to the then accrued rights of each party hereunder;

17.3  Non-payment not force majeure  

For
the avoidance of doubt any failure by Sykes to supply the Services due to any non-payment by Sykes to any of its vendors shall not constitute a "Force Majeure" under this Clause. In such
circumstances Sykes shall be required to make arrangements such that it is able to provide the Services.

18.  ASSIGNMENT  

Sykes
shall not be entitled to assign, sub-contract or sub-license any or all of its rights or obligations hereunder without the prior written consent of Adobe; such consent shall not be unreasonably
withheld provided such assignment is to a Sykes Associated Company and it shall be conditioned, inter alia, on Adobe's reasonable belief that the
performance of the Services as originally undertaken by Sykes shall not be adversely affected by the proposed assignment, sub-contract or sub-licence. Adobe's rights and obligations under this
Agreement. in whole or in part, may be assigned by Adobe.

27

19.  NOTICES  

Save
as otherwise expressly provided, all notices and notifications permitted or required under this Agreement shall be in writing and shall be delivered in person or by reputable international
courier service to the respective addresses set out on the first page hereof and shall be deemed duly served:

	(a)
	in
the case of a notice delivered personally, at the time of delivery; and

	(b)
	in
the case of a notice delivered by courier, on the date of delivery shown in the business records of the courier.

20.  CHOICE OF LAW AND SUBMISSION TO JURISDICTION  

This
Agreement shall be governed by and interpreted in accordance with the laws of Scotland. The parties hereby submit to the jurisdiction of the Court of Session in Scotland but this Agreement may be
enforced in any court of competent jurisdiction.

21.  INJUNCTION  

It
is understood and agreed that notwithstanding any other provisions of this Agreement, a breach by Sykes of Clauses 2.7, 2.8, 9.1 to 9.4 and 13.1 to 13.3 of this Agreement will cause Adobe
irreparable damage for which recovery of money, damages and/or specific implement or any other remedy would be inadequate, and that Adobe shall therefore be entitled to obtain an injunction to protect
Adobe's rights under this Agreement in addition to any and all remedies available at law in any jurisdiction.

IN
WITNESS WHEREOF these presents consisting of this and the preceding forty (40) pages together with the Schedule annexed hereto are executed in duplicate as follows:—

	Adobe Systems Benelux B.V.	 	Sykes Europe Limited
	 

/s/ HAL COVERT   	 
 	 

/s/ SCOTT J. BENDERT   
	
	 	

	Authorised Signature	 	Authorised Signature
	 

Hal Covert	 
 	 

Scott J. Bendert
	
	 	

	Printed Name	 	Printed Name
	 

EVP and CEO	 
 	 

Sr. VP and Director
	
	 	

	Title	 	Title
	 

1-28-00	 
 	 

January 26, 2000
	
	 	

	Date	 	Date

28

 

  SCHEDULE
 PART 1
 DIRECT SALES SCHEDULE—ORDER MANAGEMENT  

Services

    As provided in the Agreement and as more particularly detailed in the Statement of Work, Sykes shall provide Order Management for Direct Sales Services which
shall comprise the following services and those detailed in the Statement of Work:-

	(a)
	taking
and dealing with Incoming Requests for the supply of Direct Sales Products and processing orders for Direct Sales Products and providing Type On Call Services as detailed in
the Statement of Work and managing all aspects of communication channels to ensure that Incoming Requests are properly received;

	(b)
	ensuring
that the Direct Sales Order Management Team is at all times fully resourced and trained to meet forecast requirements:

	(c)
	providing
agreed information and data that will allow Adobe to have a clear understanding of how the Adobe Direct business is performing and what trends are apparent:

	(d)
	providing
such support and guidance as Adobe may from time to time reasonably require on new initiatives to improve and introduce new services for End Users; and

	(e)
	use
and introduction of quantitative analysis to measure performance of critical areas of the Direct Sales Services business including but not limited to the Performance Metrics and
highlighting processes or controls that require to be improved and/or introduced to ensure the management and delivery of the Order Management requirement is carried out as effectively and efficiently
as possible.

Availability

    Sykes shall ensure that CSRs are available to accept Incoming Requests on all Working Days between 9 a.m. and 5 p.m. in the relevant Direct Sales
Country and that calls will be answered in the relevant Direct Sales Language and that the Fulfilment Facilities are sufficiently maintained to meet the requirements for fulfilment set out in the
Statement of Work.

Adobe Responsibilities

    Adobe shall subject to appropriate security arrangements being in place, provide Sykes with the following services to support Sykes in the provision of Direct
Sales Services:-

	(a)
	engage
in direct marketing campaigns to promote Direct Sales Products to End Users;

	(b)
	provide
forecasting data to Sykes (which for the avoidance of doubt shall be deemed to be Confidential Information for the purposes of Clause 9) in accordance with the forecasting
requirements set out in the Statement of Work;

	(c)
	provide
relevant information such as pricing models, campaign codes and campaign training for each campaign set-up;

	(d)
	ensure
that information on all policies and products is available through Lifeline;

	(e)
	train
the Sykes person(s) responsible for Direct Sales Training where appropriate (as identified in the Statement of Work) on new Adobe Products and making all reasonable endeavours
to conduct such training at least 2 weeks prior to product announcement; and

	(f)
	endeavour
to ensure that forecast demand for Direct Sales Products can readily be met from then current finished goods stock.

29

Performance Standards

    Sykes shall meet the Performance Standards for the provision of Order Management for Direct Sales Services as detailed in the Statement of Work. Sykes shall
report on its performance in relation to the Performance Standards in arrears on the Tuesday of the following week or the first Tuesday of the following Adobe Financial Month, as the case may be.

Reporting

    Sykes shall provide Adobe with reports on the provision of Order Management for Direct Sales Services as detailed in the Statement of Work. This reporting will
be delivered to the schedule as outlined in the Statement of Work.

30

  SCHEDULE
 PART 2
 DIRECT SALES SCHEDULE—ORDER FULFILMENT  

Services

    As provided in the Agreement and as more particularly detailed in the Statement of Work, Sykes shall provide Order Fulfilment for Direct Sales Services which
shall comprise the following services and those detailed in the Statement of Work:-

	(a)
	single/multi-
pack fulfilment of Direct Sales Products orders from the Fulfilment Facility as outlined in the Statement of Work;

	(b)
	distribution
and tracking of Direct Sales Products orders as per the Statement of Work;

	(c)
	warehousing
and inventory management of all Direct Sales Products stock held within the Fulfilment Facility as detailed in the Statement of Work;

	(d)
	administering,
recording and reporting of all Direct Sales Services activity relative to Order Fulfilment as outlined in the Statement of Work;

	(e)
	ensuring
that the Direct Sales Team is at all times fully resourced and trained to meet forecast requirements;

	(f)
	providing
agreed information and data that will allow Adobe to have a clear understanding of how the Order Fulfilment business is performing and what trends are apparent;

	(g)
	providing
such support and guidance as Adobe may from time to time reasonably require on new initiatives to improve and introduce new services for End Users; and

	(h)
	use
and introduction of quantitative analysis to measure performance of critical areas of the Order Fulfilment service including but not limited to the Performance Metrics and
highlighting processes or controls that require to be improved and/or introduced to ensure the management and delivery of the Order Fulfilment service is carried out as effectively and efficiently as
possible.

Availability

    Sykes shall ensure that Order Fulfilment staff are available to accept and process Direct Sales Products orders on all agreed Working Days set out in the
Statement of Work.

Adobe Responsibilities

    Adobe shall subject to appropriate security arrangements being in place, provide Sykes with the following services to support Sykes in the provision of Direct
Sales Services:-

	(a)
	provide
order fulfilment forecasting data to Sykes (which for the avoidance of doubt shall be construed as Confidential Information for the purposes of Clause 9) in
accordance with the forecasting requirements set out in the Statement of Work;

	(b)
	ensure
that information on all Adobe fulfilment policies is available to relevant Sykes staff;

	(c)
	endeavour
to ensure that forecast demand for Direct Sales Products can readily be met from then current finished goods stock.

Performance Standards

    Sykes shall meet the Performance Standards for the provision of Order Fulfilment for Direct Sales Services as detailed in the Statement of Work. Sykes shall
report on its performance in relation to the Performance Standards in arrears on the Tuesday of the following week or the first Tuesday of the following Adobe Financial Month, as the case may be.

31

Reporting

    Sykes shall provide Adobe with reports on the provision of Order Fulfilment for Direct Sales Services as detailed in the Statement of Work. This reporting will
be delivered to the schedule as outlined in the Statement of Work.

32

  SCHEDULE
 PART 3
 ASN SERVICES  

Services

    As provided in the Agreement and as more particularly detailed in the Statement of Work, Sykes shall provide ASN Services which shall comprise the following
services and those detailed in the Statement of Work:-

	(a)
	handling
the issue, receipt and processing of applications for memberships of ASN and renewals of such memberships;

	(b)
	handling
the receipt and processing of all fees and charges in connection with ASN;

	(c)
	processing
refunds where necessary in connection with ASN;

	(d)
	dealing
with general enquiries regarding ASN;

	(e)
	generating
Internet passwords for new relevant members

	(f)
	assembling,
storing and despatching SDK Kits;

	(g)
	handling
all invoicing in connection with ASN;

	(h)
	handling
mailings and upgrade mailings to ASN Members as and when required by Adobe;

	(i)
	issuing
welcome kits to new ASN Members;

	(j)
	issuing
application/information kits to prospective ASN Members who request them;

	(k)
	assisting
as required by Adobe from time to time in the organisation of training seminars;

	(l)
	providing
agreed information and data that will allow Adobe to have a clear understanding of how the ASN is operating and what trends are apparent;

	(m)
	providing
such support and guidance as Adobe may from time to time reasonably require on new initiatives to improve and introduce new services for ASN Members.

Availability

    Sykes shall ensure that ASN CSRs are available to accept Incoming Requests on all Working Days between 9 a.m. and 5 p.m. UK local working time
and that calls will be answered in English.

Performance Standards

    Sykes shall meet the Performance Standards for the provision of ASN Services as detailed in the Statement of Work. Sykes shall report on its performance in
relation to the Performance Standards in arrears on the Tuesday of the following week or the first Tuesday of the following Adobe Financial Month, as the case may be.

33

  SCHEDULE
 PART 4
 CHARGES SCHEDULE  

Adobe Direct—1999-2000 Cost Model

[*]

*   CONFIDENTIAL TREATMENT REQUESTED

34

  SCHEDULE
 PART 5
 INFRASTRUCTURE TO BE PROVIDED BY SYKES  

1.1  Telephone.  Sykes shall arrange for an adequate number and type of dedicated telephone numbers as will
allow Sykes to meet the Performance Standards for all Incoming Requests in relation to each of the Services as specified by Adobe. Such numbers will be registered in the name of Adobe and shall be
answered following pre-determined call scripts in the name of Adobe in accordance with the Statement of Work. Upon termination of the provision of the relevant Service or the termination of this
Agreement for any reason whichever is earlier Sykes shall cease any further use of such telephone numbers.

1.2  Fax.  Sykes shall arrange for an adequate number of dedicated fax numbers and fax machines for
Incoming Requests in relation to each of the Services as specified by Adobe. The fax numbers shall be registered in the name of Adobe and shall show a running heading as may be specified by Adobe from
time to time. Upon termination of the provision of the relevant Service or the expiry or termination of this Agreement for any reason, whichever is earlier Sykes shall cease any further use of the fax
numbers.

1.3  Letter.  Sykes shall arrange a facility for receiving incoming mail regarding Incoming Requests for
Adobe. Upon termination of this Agreement or the provision of the relevant Service, Sykes shall forward all incoming mail to Adobe, or such other party as Adobe may specify, on a daily basis.

1.4  Electronic Mail (e-mail):  Without prejudice to any other obligation contained in the Agreement and/
or the Schedule, Sykes shall arrange for all hardware and software (as specified by Adobe) necessary for the receipt and sending of e-mail messages to, and receipt of e-mail messages from, End Users
and/ or ASN Members in relation to any and all of the Services. Such e-mail facilities shall be registered in the name of Adobe, and shall show such headings or other identifying markings as may be
specified by Adobe from time to time. Upon termination of the provision of the relevant Service or the termination of this Agreement for any reason, whichever is earlier, Sykes shall immediately cease
any further use of the relevant e-mail facility.

1.5  Computer System Requirements.  Sykes shall make available at its own expense computer hardware and
software which is compatible with Adobe's systems, having such characteristics as may be specified by Adobe to ensure compatibility and sufficient to:

	(i)
	operate
any Adobe Database to which Adobe may provide access under the terms of this Agreement;

	(ii)
	make
either a TCP/IP or modem connection to Adobe's internal network sufficient to provide or receive updates to any Adobe Database to which Sykes
may have access under this Agreement.

1.6  Disaster Recovery  

In
order to ensure that Sykes is able to meet the Performance Standards and the Performance Metrics with respect to the Services provided under this Agreement, Sykes shall have and maintain during the
Contract Term (and until the transfer of all relevant materials to Adobe in terms of Clause 14.6 of the Agreement) fault tolerance and disaster recovery capabilities and plans which will allow
it to recover from any and all hardware, software, communications and/or power failure(s) used by Sykes from time to time in each case within a maximum of 24 hours of the relevant failure(s)
occurring. For the avoidance of doubt, such plans and capabilities shall cover all infrastructure required to provide the Services, including but not limited to all computer, telephony and other
systems.

2.   Infrastructure to be provided by Adobe  

35

Adobe
shall provide and Sykes shall make use of the following the provision of Services:—

	(a)
	Certain
of Adobe's databases principally the Type On Call Database and the ASN Database

	(b)
	Lifeline

	(c)
	Computer
hardware and software at Adobe's location for connection by Sykes to Adobe's internal network insofar as permitted from time to time by Adobe, such connection being solely
for the purposes of this Agreement.

	(d)
	Copies
of certain of the Product(s) for use by Sykes as more fully described in Clause 12.3 of the Agreement.

36

QuickLinks

SCHEDULE PART 1 DIRECT SALES SCHEDULE—ORDER MANAGEMENT

SCHEDULE PART 2 DIRECT SALES SCHEDULE—ORDER FULFILMENT

SCHEDULE PART 3 ASN SERVICES

SCHEDULE PART 4 CHARGES SCHEDULE

SCHEDULE PART 5 INFRASTRUCTURE TO BE PROVIDED BY SYKES

Source: [{"source": "alea-institute/alea-institute/kl3m-data-edgar-agreements/train-00008-of-00352.parquet"}, [{"source": "alea-institute/alea-institute/kl3m-data-edgar-agreements/train-00008-of-00352.parquet"}]]