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                                                                   EXHIBIT 10.13

                       MASTER ALLIANCE AGREEMENT BETWEEN
                   DOCENT, INC. AND ANDERSEN CONSULTING LLP

THIS MASTER ALLIANCE AGREEMENT (this "Alliance Agreement") is made and entered
into as of March ___, 2000 (the "Effective Date") by and between Docent, Inc. a
_____________ corporation, with a place of business at 2444 Charleston Road,
Mountain View, CA 94043 ("Docent") and Andersen Consulting LLP, an Illinois
partnership, with a place of business at 200 Public Square, Ste. 1900,
Cleveland, OH 44114 ("Andersen Consulting") on behalf of and for the benefit of
all entities throughout the world comprising the Andersen Consulting Worldwide
Organization (as defined below).

WHEREAS, Docent is a software company that develops and markets enterprise
learning software solutions and provides related products and services
(collectively referred to as "Docent Products");

WHEREAS, Andersen Consulting is a consulting services firm that provides
business integration services and other consulting services; and

WHEREAS, the parties desire to create a framework and structure for a strategic
alliance (the "Alliance") under which the parties jointly would pursue
opportunities to market Docent Products and identify opportunities for Andersen
Consulting to provide integration and other consulting services.

NOW, THEREFORE, the parties, in consideration of the mutual promises made
herein, agree as follows:

1.    ALLIANCE OVERVIEW AND GOALS

  (a) Background. Docent, Inc., is a leader in enterprise learning automation,
      delivering software solutions based on innovative learning technology
      which enable companies to create, deliver, and administer learning and
      assessment material via corporate intranets or the Internet with a single
      solution, and integrate the resulting data with other enterprise
      applications.

      Andersen Consulting is a leading provider of business integration services
      delivering integration services, learning content aggregation and delivery
      services, business process management services, hosting services, and
      consulting services (collectively referred to herein as "Consulting
      Services").

  (b) Purpose. The parties wish to form a strategic Alliance in order to pursue
      opportunities to market Docent Products and identify opportunities for
      Andersen Consulting to provide Consulting Services.

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  (c) Objectives. The parties anticipate working together in a number of ways
      pursuant to this Alliance Agreement with the goal of forming a win/win
      relationship to maximize the potential revenues and profitability of each
      party. Docent's primary goals in connection with the Alliance are to
      expand Docent's sales pipeline and enhance its ability to deliver Docent
      Products and to support Andersen Consulting's position as a leader in
      eLearning. Andersen Consulting's primary goals in connection with the
      Alliance are to generate "pull-through" consulting revenue, direct
      revenues from Docent's sale of software licenses and content subscription
      fees, and increase the market capitalization value of Docent.

  (d) Scope of Business Development Efforts. The scope of the Alliance
      relationship will be global and cross industry. The initial focus of
      business development will be North America; however, the parties intend
      that their efforts will expand geographically as opportunities and mutual
      resource plans evolve. In order to implement the Alliance on a global
      scale, it is understood that all the rights and benefits of this Alliance
      Agreement inure to the benefit of any entity comprising the Andersen
      Consulting Worldwide Organization (i.e., any Andersen Consulting entity
      having a Member Firm Interfirm Agreement with Andersen Worldwide or any
      successor entity to Andersen Worldwide, or any other entity controlling,
      controlled by or under common control with such an entity or a partner of
      Andersen Worldwide or any successor entity).

  (e) Implementation in Other Countries. This Alliance Agreement is the overall
      framework for the Alliance between Andersen Consulting and Docent;
      however, it is understood that in some cases, specific implementation of
      this relationship in countries other than the US will require that local
      country addendum be added to this Alliance Agreement from time to time,
      executed by the Andersen Consulting entity in the country and an entity
      representing Docent; the intent is that such addendum will not modify the
      terms of this Alliance Agreement except to the extent necessary to reflect
      local business conditions and legal requirements. Docent or its
      representatives will not enter into any agreements with third parties in
      any country outside the US with respect to implementation of Docent
      Products without consideration of the objectives and terms of this
      Alliance Agreement. Likewise, Andersen Consulting will not enter into any
      agreements without consideration of the objectives and terms of this
      Alliance Agreement.

  (f) Nature of Relationship. The parties agree to cooperate in implementing
      this Alliance Agreement, to conduct the Alliance in a spirit of
      collaboration and partnership, and to focus their efforts to build a
      significant and profitable relationship beneficial to both parties;
      notwithstanding anything herein to the contrary, however, this Alliance
      Agreement is non-exclusive in nature, and nothing in this Alliance
      Agreement is intended to or shall be deemed to create a corporation,
      partnership, joint venture, or other legal entity of any kind or for any
      purpose as between the parties. The parties shall be and remain
      independent contractors at all times.

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  (g) Other Opportunities. Each party shall, at all times remain free to decline
      to pursue a specific opportunity in its discretion and may work with
      another product or services provider. Neither party shall have any
      authority to, or shall attempt to, bind or commit the other party for any
      purpose without the express written consent of the other. Subject to its
      obligations of confidentiality and intellectual property rights described
      in this Alliance Agreement, in no event shall either party be precluded
      from developing or providing for itself, or for others, materials which
      are competitive with the products and services of the parties,
      irrespective of their similarity to the Work Products. In addition, each
      party shall be free to use its general knowledge, skills and experience,
      and any ideas, concepts, know-how, and techniques within the scope of its
      business that are used or developed in the course of sharing information
      with the other party.

2.    ALLIANCE ACTIVITIES

  (a) Key Alliance Activities. The parties have identified three activities as
      the key aspects of the Alliance: Joint Marketing; Joint Business
      Development; and Joint Solution Delivery and Capability Development. Each
      is described below:

      (1) Joint Marketing. The parties' objectives for this component are to
          increase market share of Docent Products and Andersen Consulting's
          consulting services, increase market image and awareness of Docent as
          a provider of enterprise learning automation software and solutions,
          and position Andersen Consulting as an innovative and technology savvy
          eLearning solution provider. In order to achieve these objectives,
          Andersen Consulting and Docent will, as part of the overall Alliance
          Relationship Plan (described in Paragraph 4 (c) of this Alliance
          Agreement), create and execute a joint marketing plan which
          articulates the parties' overall collaborative marketing strategies
          and associated activities and will guide all market-facing activities
          during joint marketing activities. The initial plan will be drafted
          within thirty to forty-five days following the Effective Date of this
          Alliance Agreement and will then be reviewed quarterly and updated
          annually by the parties.

          In developing the initial plan, the parties agree to identify, and to
          focus their efforts on pursuing, opportunities, which have the highest
          probability of closing prior to Docent's initial public offering. On
          an ongoing basis, the parties will target companies characterized as
          among the Fortune 500 Global 2000, as well as rapidly scaling
          companies, as identified by the parties. The parties will share with
          each other a list of companies with whom each company has been
          pursuing or has established a relationship. Where possible, the
          parties will direct their attention to identifying and coordinating
          their efforts on those companies with whom one of the parties has a
          pre-existing relationship. The parties will develop the plan with a
          focus on the priority list of targeted companies. The plan will
          include their market

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          offerings and establish a framework for enhancing current offerings
          and developing and enhancing new "go-to-market" offerings. The plan
          will address the following:

               .    Identify the Target Markets / Segments

               .    Determine the Joint Solution(s)

               .    Plan the Route(s) to Market

          In developing the joint marketing plan, the parties will create,
          collect or assemble materials which support the parties' activities,
          such as: executive briefings, success stories, articles, press
          releases, joint publications, descriptions of product roll-
          outs/launches, descriptions of new market offerings, and technical
          documentation and materials, joint collateral, direct marketing
          campaigns, business and trade events such as seminars, trade shows,
          speaking opportunities, sales team instructions, sales kick-off/sales
          meetings and referral programs.

      (2) Joint Business Development. The parties' objectives for this component
          are to generate new business for both Docent and Andersen Consulting
          by increasing business development efficiency in order to: (i)
          increase the probability of winning accounts, and (ii) lower overall
          business development cost and effort. In order to achieve these
          objectives, Andersen Consulting and Docent will, as part of the
          overall Alliance Relationship Plan, create a Business Development and
          Teaming Guide which: outlines the principles of the parties' working
          relationship; articulates account plans (including a list of targeted
          clients and market segments); defines the approach to guide client
          selection; identifies specific client targets ("Select Clients") and
          market segments; establishes a joint opportunity pipeline and, defines
          client development and opportunity management processes including the
          rules of engagement between Andersen Consulting and Docent. The
          initial plan will be drafted within thirty to forty-five days
          following the Effective Date of this Alliance Agreement and will then
          be updated annually by the parties.

          The parties will manage the plan aggressively and review the plan at
          least quarterly with each party's executive sponsors.

          In connection with the parties' Joint Business Development activities,
          the parties will review and consider enhancements to the prototype
          they previously developed, and each party will train at least eight
          people in advance of demand on each party's products and services.

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          Docent will create a pool of options as an incentive for Docent's
          sales people, to sell Andersen Consulting's services. These options
          will be granted at various sales levels.

      (3) Joint Solution Delivery and Capability Development. The parties'
          objectives for this component are to generate higher client
          satisfaction and increase solution delivery efficiency by: (i)
          reducing risk of missed expectations, and (ii) lowering overall cost
          and time associated with delivering value to clients. Key activities
          will consist of Docent and Andersen Consulting collaborating to create
          solution delivery capabilities to support the implementation of
          Docent's learning software products at agreed upon clients including
          trained personnel, and implementation methods and tools.

  (b) Opportunity Development. In order to support the key Alliance Activities
      described above and to develop opportunities consistent with purpose of
      this Alliance, the parties will meet to discuss staffing of any jointly
      targeted engagement prior to meeting with the prospective client. During
      those meetings, neither Andersen Consulting nor Docent will recommend or
      encourage clients to request specific individuals from the other
      organization without written pre-authorization.

      Each party shall provide the other with advance notice of opportunities to
      offer or provide either Docent Products or Andersen Consulting's
      Consulting Services, as the case may be, and each party will provide
      commercially reasonable assistance to enable the other to pursue and to
      negotiate an agreement to provide such Docent Products or Andersen
      Consulting's Consulting Services to those clients.

      Andersen Consulting will introduce Docent's products and services to those
      Select Clients identified by Andersen Consulting, as well as to other
      clients, other internal industry groups and Lines of Business, as it deems
      appropriate, and will introduce members of the Docent sales force to the
      Selected Clients as well as a mutually agreed list of target clients as
      part of the agreed upon marketing program and with a manner consistent
      with the guidelines set forth in the mutually agreed upon teaming
      arrangements. Similarly, Docent will introduce Andersen Consulting to
      those Selected Clients identified by Docent as well as to targeted Docent
      clients.

      The parties will endeavor to deliver complementary messages when marketing
      each other's goods and services.

  (c) Right of First Refusal. Consistent with the goals and objectives of this
      Alliance Agreement, where, in the course of marketing or selling its
      Docent Products, Docent identifies an opportunity for Andersen Consulting
      to provide services to a Select Client, as identified by the parties'
      Alliance Managers, Docent will advise Andersen

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      Consulting, and Andersen Consulting will have the right to pursue the
      opportunity on a right of first refusal, right of last refusal basis, or
      other similar basis, as the parties may agree. Where the opportunity does
      not involve a Select Client, Andersen Consulting will have the same rights
      to pursue the opportunity unless Docent obtains the opportunity through a
      third party and the third party is seeking to provide similar services as
      to Andersen Consulting. The right is intended to enable Andersen
      Consulting to provide Consulting Services to Select Clients and other
      Docent clients, consistent with the purpose and intent of this Alliance
      Agreement.

  (d) Teaming Agreement. In the event the parties wish to jointly pursue an
      opportunity, for example, in connection with an RFP, they will execute a
      teaming agreement substantially in the form of the sample Teaming
      Agreement set forth in Attachment A to this Alliance Agreement.

3.    OPERATIONAL ASPECTS

      (a)   Training. Docent will provide free learning and related materials
      for Andersen Consulting personnel to support installation of Docent
      Products at Andersen Consulting clients and solutions centers, as well as
      development of demonstrations and other Alliance related activities.
      Andersen Consulting personnel will be given priority enrollment over all
      other non-Docent customer participants in Docent learning classes.
      Andersen Consulting will develop and train personnel consistent with the
      annual marketing and sales process. Docent will provide Andersen
      Consulting electronic copies of all Docent Product learning materials and
      other documentation relative to Docent Products ("Docent Training
      Materials") at no charge for the purposes of business development,
      configuration center and project team skills development, and creation of
      customer specific learning materials. Docent Training Materials will be
      made available for internal use by Andersen Consulting. Access to Docent
      Training Materials will be governed by the Software Licensing and Services
      Agreement set forth in Attachment B to this Alliance Agreement.

      Andersen Consulting personnel will be given enrollment priority over all
      other business integration services providers that are not enrolled in
      Docent learning as Docent customers and users of Docent's products.

  (b) Access to Docent Products. In the course of working together, Andersen
      Consulting will need access to Docent Products for sales and marketing,
      customer projects, coordination with Docent sales organization. Docent
      will license Docent Products to Andersen Consulting at no cost under the
      terms of the Software Licensing and Services Agreement, set forth in
      Attachment B to this Alliance Agreement. For the purpose of promoting
      Docent Products, coordinating sales and marketing efforts with Docent
      personnel, conducting learning and demonstrations of Docent Products,
      developing

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      market offerings, and providing configuration and integration services to
      current licensees of Docent Products, Docent will provide, at no charge
      application software licenses to Docent Products including but not limited
      to current and pre-release software with all modifications, enhancements
      and future releases of such software for use by Andersen Consulting
      personnel for the term of this Alliance Agreement. In addition, Docent
      will keep Andersen Consulting informed on future product releases by
      providing Andersen Consulting with schedules and other details relating to
      future product releases.

  (c) Right to Demonstrate Docent Products. Andersen Consulting shall have the
      right to demonstrate Docent capabilities associated with Andersen
      Consulting Market Offerings and demonstrate Docent capabilities at
      Andersen Consulting demonstration forums such as solution centers, launch
      centers, and industry/learning seminars. Andersen Consulting shall have
      the right to demonstrate Docent Products both to customer prospects and
      internally with and without direct Docent participation.

  (d) Use of Docent Products Within Andersen Consulting. Andersen Consulting may
      choose to provide Docent Products to its organization in order to
      facilitate their use as an integral part of Andersen Consulting's training
      applications, and for internal business management. A separate Docent
      Product license will be developed for piloting and rolling out Docent
      Products for such use and Docent will provide Andersen Consulting with an
      irrevocable, world-wide, license in such Docent Products, at no charge,
      for Andersen Consulting's internal business purposes, through the end of
      calendar year 2000. Under this internal use license, Andersen Consulting
      will, no later than May 1, 2000, verify that it is a user of Docent
      Products. Any decision to continue using the Docent Products or to license
      additional Docent Products will be separately negotiated by the parties.

  (e) Access to Docent Product Briefings. Docent also agrees to provide Andersen
      Consulting personnel preferred access to Docent product briefings, user
      group meetings, learning sessions and materials, and product documentation
      at no charge to Andersen Consulting.

  (f) Technical Support. At no charge to Andersen Consulting, Docent will
      provide: (1) technical support assistance to Andersen Consulting
      engagement teams who are assisting clients with the implementation of
      Docent Products, (2) technical specialists for assistance during proof of
      concepts or other pre-sales tasks for a limited period, and (3) access to
      a technical support hotline for all Andersen Consulting business
      integration and solution centers where Docent Products have been
      implemented. Docent will build a team of people to support this Alliance
      with Andersen Consulting. Docent shall maintain a sufficient number of
      people to support Andersen Consulting in connection with the Alliance
      consistent with the Marketing and Business Development Plan to be
      developed by the parties.

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  (g) Andersen Consulting Support of Docent Products. Docent will work with
      Andersen Consulting to support Docent Products in Andersen Consulting's
      Solution Centers and Ideas Exchange Centers and participate in the
      operation of the centers by providing on-site technical resources and pre-
      sales assistance, all in a manner agreed upon between Docent and Andersen
      Consulting. Andersen Consulting may from time to time provide access to
      Andersen Consulting developed software products and configuration
      templates for Docent's evaluation of possible use in future releases of
      Docent Products. Any such use may only be with the execution of a written
      agreement granting Docent the rights to use the Andersen Consulting
      materials upon terms and conditions (including, if appropriate, a
      licensing fee and conditions on term and use) that are mutually acceptable
      to Andersen Consulting and Docent.

  (h) Responsibility for Products and Services. Each party shall be and remain
      fully responsible for its products and services and for all licenses and
      other arrangements with users of its products and/or services, including
      providing warranties, maintenance and support. Each party shall remain
      fully responsible for the activities of its personnel. Each party will
      defend, indemnify, and hold harmless the other and its officers, partners,
      employees and affiliates from and against any claim by any third party
      arising out of, or in any way connected with, that party's products or
      services, provided, however, that the indemnified party shall have given
      prompt notice of the claim and shall make no settlement of such claim
      without the express written consent of the indemnifying party.

  (i) Subcontractor Relationships. Generally, Docent will be the licensor of its
      product to end users, while Andersen Consulting will contract directly
      with end users for Andersen Consulting's Consulting Services. The
      foregoing notwithstanding, the parties understand that from time to time
      the needs or desires of a prospective licensee of Docent Products may
      require one of the parties to act as a prime contractor, with the other
      acting as a subcontractor. Any such prime-subcontractor relationship shall
      be pursuant to a separate written agreement between the parties for that
      purpose. When such an agreement has been developed it will be used as the
      basis to further such relationships as appropriate. Andersen Consulting
      reserves the right to have Proquire LLC or another of Andersen
      Consulting's affiliates, act as prime contractor for licensing of Docent
      Product in such a situation.

  (k) Payment Obligations. There shall be no payments or obligations to pay
      between the parties except as expressly provided in this Alliance
      Agreement. Except as expressly provided in this Alliance Agreement,
      neither party shall have any right to share in any revenues derived by the
      other, nor shall there be any sharing of revenue of any kind as a result
      of joint marketing activities hereunder. Each party shall be fully
      responsible for its costs or expenses in performing under this Alliance
      Agreement except as expressly provided to the contrary in this Alliance
      Agreement.

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  (l) Pricing Model. Docent will not create pricing models nor discount
      structures that position other partners more favorably than the Andersen
      Consulting sales channel, assuming comparable relationships and level of
      commitment by each party.

  (m) Revenue Sharing. In all opportunities which the parties' Alliance Managers
      agree qualify for revenue sharing under this Alliance Agreement, including
      where Andersen Consulting introduces Docent to one of Andersen
      Consulting's established clients, or where Andersen Consulting and Docent
      are jointly marketing or selling their products and services pursuant to
      this Alliance Agreement, which result in a revenue generating arrangement
      with a third party, Andersen Consulting and Docent will share revenue in
      accordance with the Revenue Sharing Model described in Attachment C to
      this Alliance Agreement. The revenue sharing percentage due to Andersen
      Consulting will be based on the Net License Fee. The Net License Fee shall
      be the amount of license fees invoiced to the Client (exclusive of sales,
      use, VAT, GST and excise taxes) without reduction for applicable
      withholding taxes. Docent will not intentionally create disincentives or
      penalties for its Docent employees, such as reduced commission,
      compensation or any other manner for selling Docent Products or other
      software or learning content to the clients targeted by the parties, other
      Andersen Consulting clients, or clients within the targeted market
      segments.

4.    RELATIONSHIP AND INTERNAL MANAGEMENT

  (a) Alliance Management Executive. The parties' objectives for this aspect of
      the Alliance are to improve client satisfaction, create a win/win
      relationship, and to drive the growth of each party's market share. In
      order to accomplish these results, Andersen Consulting and Docent shall,
      within thirty (30) days following the execution of this Alliance
      Agreement, designate an Alliance Executive to be its principal
      representative in connection with performance under this Alliance
      Agreement. Each Alliance Executives will be responsible for promoting the
      products or services of the other party within the Alliance Sponsor's
      respective organization.

  (b) Alliance Manager. Andersen and Docent shall also within thirty (30) days
      following the execution of this Alliance Agreement designate an Alliance
      Manager, responsible for the overall on-going and day-to-day management of
      the relationship. The Alliance Managers shall meet/speak periodically, but
      not less than monthly. The Alliance Manager will be the primary or first
      point of contact for all relationship matters.

  (c) Alliance Relationship Plan. The parties also shall, within forty-five (
      45) days of the Effective Date of this Alliance Agreement, establish an
      overall plan for fulfilling the objectives of this Alliance Agreement (the
      "Alliance Relationship Plan").

  (d) Changes. Either party shall have the right to change participants
      described above by providing written notice to the other party, although
      in any case a party's

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      representatives shall always have sufficient seniority and authority for
      the role, and shall be reasonably acceptable to the other party.

5.    TERM AND TERMINATION

  (a) Initial Term. The initial term of this Alliance Agreement shall be three
      (3) years. Unless either party notifies the other at least ninety (90)
      days prior to expiration of a term of its intent not to renew, this
      Alliance Agreement shall renew for up to three additional two (2) year
      terms on the terms set forth in this Alliance Agreement. Modifications to
      this Alliance Agreement shall not be made except in writing executed by
      both parties.

  (b) Termination for Cause. Either party may terminate this Alliance Agreement
      at any time for material breach by the other of any term of this Alliance
      Agreement, provided it has given the other party prompt notice of the
      breach, identifying specifically the breach, and provided further that the
      breaching party has not cured the breach within thirty (30) days of its
      receipt of the notice.

  (c) Termination Without Cause. Either party may terminate this Alliance
      Agreement at any time upon sixty (60) days prior written notice to the
      other party, provided, however, that if as a result of their joint
      marketing efforts, either party has entered into negotiations to provide
      Docent Products or Andersen Consulting's Consulting Services, as the case
      may be, then the termination shall not be effective until the completion
      of such negotiations. Where one of the parties is acquired by, acquires,
      or merges with a third party, divests itself of material segments of its
      business, or reorganizes or files for relief under the bankruptcy laws,
      the other party may terminate this Alliance Agreement immediately upon
      notice of such event.

  (d) Survival. Those sections of this Alliance Agreement which would by their
      nature survive the termination of this Alliance Agreement, shall survive
      termination of this Alliance Agreement for any purpose, as shall any
      prime-subcontracts or licenses granted hereunder (which shall be governed
      by their own terms).

6.    TERMS AND CONDITIONS

  (a) Intellectual Property Rights.

      (1) Definitions.

          "Work Products" shall mean all inventions, whether or not patentable,
          know-how, original works of authorship, developments, improvements or
          trade secrets (including but not limited to, computer software or
          related product such as learning materials, product documentation,
          presentations, marketing collateral, etc.).

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          "Proprietary Rights" shall mean rights in any tangible or intangible
          property that is protected by any letters patent, trade secret,
          copyright, trademark, service mark, trade name or similar proprietary
          rights recognized by common law or statute.

      (2) Ownership of Docent Developed Work Products. Docent shall own all
          Proprietary Rights in all Work Products developed by Docent. Such
          Docent-owned Work Products, means all Work Products to which Docent
          has materially contributed to the specification, design, coding,
          documentation, quality assurance or support. Andersen Consulting
          hereby assigns all Proprietary Rights in such Docent-owned Work
          Products to Docent and agrees that such Docent-owned Work Products may
          be used by Andersen Consulting only with Docent's prior written
          consent. Notwithstanding the foregoing, Docent agrees that if any such
          Docent-owned Work Products contain information which is confidential
          to Andersen Consulting, it shall be used by Docent only in accordance
          with the terms of the confidentiality provision set forth in the
          Alliance Agreement. In general, all software and related products
          developed by Docent personnel are solely owned and copyrighted by
          Docent. In general, any computer software or related product (learning
          materials, product documentation, presentations, marketing collateral,
          etc.) upon which Docent contributes materially to the specification,
          design, coding, documentation, quality assurance or support will be
          classified as Docent-owned work product. Such products may be used by
          Andersen Consulting only with the permission of Docent.

      (3) Ownership of Andersen Consulting Developed Work Products. Andersen
          Consulting shall own all Proprietary Rights in any Work Products
          developed by Andersen. Such Andersen-owned Work Products means all
          Work Products to which Andersen Consulting has materially contributed
          to the specification, design, coding, documentation, quality assurance
          or support. Docent hereby assigns all Proprietary Rights in such
          Andersen-owned Work Products to Andersen Consulting and agrees that
          such Andersen-owned Work Products may be used by Docent only with
          Andersen's prior written consent. Notwithstanding the foregoing,
          Andersen Consulting agrees that if any such Andersen-owned Work
          Products contain information which is confidential to Docent, it shall
          be used by Andersen Consulting only in accordance with the terms of
          the Confidentiality Agreement. The Andersen-owned Work Products shall
          include a copyright notice identifying Andersen Consulting as the
          owner of the copyright therein. In general, any business integration
          knowledge capital (ideas, concepts, packaged knowledge, methodologies
          etc.) upon which Andersen Consulting contributes materially to the
          specification, design, development or use will be classified as
          Andersen Consulting-owned work product. Such products may be used by
          Docent only with the permission of Andersen Consulting.

      (4) Ownership of Jointly Developed Work Products. The parties' rights in
          jointly developed Work Products shall be as provided in specific
          written "Joint Development Agreements." The parties acknowledge that
          for purposes of this Alliance Agreement, the joint Docent-Andersen
          Consulting eLearning Prototype

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          jointly developed by the parties under their Letter of Understanding,
          dated January 21, 2000, shall be jointly owned by the parties with no
          right nor obligation of accounting to the other.

      (5) Pre-Existing Andersen Consulting Materials. In the course of the
          development effort hereunder, the parties may conclude that pre-
          existing Andersen Consulting proprietary materials might be
          appropriate for use in connection with Docent Products. In such cases,
          agreed by the parties in writing, Andersen Consulting will retain its
          ownership in such materials and derivative works thereof and shall be
          free to continue to use them without restriction, but may provide a
          license to Docent to use or incorporate such materials with Docent
          Products.

  (b) Confidentiality. During the course of the Alliance, each party may be
      given access to information (in hardcopy and/or electronic form) that
      relates to the other's past, present, and future research, development,
      business activities, products, services, and technical knowledge
      (including but not limited to the Docent Products and Andersen
      Consulting's Consulting Services). Such information which has been labeled
      as confidential information, is identified by the disclosing party as
      confidential information in a contemporaneous writing, or is provided
      under circumstances in which the parties knew or reasonably should have
      known from the circumstances of the disclosure that the information was
      confidential, will be considered Confidential Information for purposes of
      this Agreement. In connection therewith, the subsections set forth below
      shall apply.

      (1) The Confidential Information of the disclosing party may be used by
          the receiver only in connection with the purposes of this Alliance
          Agreement.

      (2) Each party agrees to protect the confidentiality of the Confidential
          Information of the other in the same manner that it protects the
          confidentiality of its own proprietary and confidential information of
          like kind, but in no event shall either party exercise less than
          reasonable care in protecting such Confidential Information. Access to
          the Confidential Information shall be restricted to Andersen
          Consulting and Docent personnel engaged in a use permitted hereby.

      (3) The Confidential Information may not be copied or reproduced without
          the disclosing party's prior written consent.

      (4) All Confidential Information made available hereunder, including
          copies thereof, shall be returned or destroyed upon the first to occur
          of (a) completion of the Services or (b) request by the disclosing
          party, unless the receiver is otherwise allowed to retain such
          Confidential Information.

      (5) Nothing in this Agreement shall prohibit or limit either party's use
          of information (including, but not limited to, ideas, concepts, know-
          how, techniques, and methodologies) (i) previously known to it without
          obligation of confidence,

#####-CONFIDENTIAL MATERIAL REDACTED AND FILED SEPARATELY WITH THE COMMISSION
                                 Page 12 of 17
<PAGE>

          (ii) independently developed by or for it, (iii) acquired by it from a
          third party which is not, to its knowledge, under an obligation of
          confidence with respect to such information, or (iv) which is or
          becomes publicly available through no breach of this Agreement.

      (6) If either party receives a subpoena or other validly issued
          administrative or judicial process requesting Confidential Information
          of the other party, it shall provide prompt notice to the other of
          such receipt. The party receiving the subpoena shall thereafter be
          entitled to comply with such subpoena or other process to that extent
          permitted by law. Services provided hereunder in no event include
          Andersen Consulting acting as an expert witness or otherwise providing
          litigation support services.

  (c) Publicity. All press releases, publicity, marketing or sales materials, or
      other materials developed by or on behalf of either party to further the
      purposes of this Alliance Agreement that refer to this Alliance Agreement
      or the relationship between the parties, or otherwise use the name or
      trademark of the other party, shall be subject to prior review and written
      approval by the Alliance Executive of the other party. Under no
      circumstances, without prior written approval, shall either party
      reference this relationship, and/or use either party's name, brand, and/or
      logo in any external market communications, publications, websites, or in
      any other manner. The parties may designate types or classes of materials
      that will be previously approved by the parties and therefore do not
      require additional approval at the time of use/issuance. Nothing in this
      Alliance Agreement conveys any license or right to any trademark, service
      mark, trade name or other name of either party. The foregoing
      notwithstanding, either party may include factual descriptions of the
      relationship between the parties in presentations without consent.

  (d) Notices. Any notice or formal communication required or permitted under
      this Alliance Agreement shall be in writing and delivered to the parties
      at the following addresses:

      If intended for Andersen Consulting:

          Mr. Robert Lauer, Partner
          Andersen Consulting: LLP
          200 Public Square, Ste. 1900
          Cleveland, OH 44114

#####-CONFIDENTIAL MATERIAL REDACTED AND FILED SEPARATELY WITH THE COMMISSION
                                 Page 13 of 17

                                       13
<PAGE>

      With copies of any notice of breach or other legal action to:

          General Counsel
          Andersen Consulting LLP
          100 South Wacker Drive, Ste. 500
          100 South Wacker Drive
          Chicago, IL 60606

          If intended for Docent:

          Mr. Dave Ellett,
          President and CEO
          Docent, Inc.
          2444 Charleston Road
          Mountain View, California 94043

  (e) Non-solicitation. Neither party shall, during the term of this Alliance
      Agreement and a period of one year after termination hereof, solicit to
      hire or solicit to retain in any form any personnel of the other to which
      such party was exposed during the performance of this Alliance Agreement,
      without prior mutual approval. The foregoing restriction shall not apply
      to employment in response to general solicitations not directed to a
      specific individual or group of individuals within either Docent's or
      Andersen Consulting's organizations. Except where a party expressly
      authorizes in writing in advance, should the other party solicit, offer
      work to, employ, or contract with (whether as a partner, employee or
      independent contractor, directly or indirectly) any of the party's
      personnel during their participation in this Agreement, or during the
      twelve (12) months thereafter, then such party shall pay to the other
      party compensation equal to ##### (#####%) of the annualized compensation
      paid or offered to such Personnel by that party. Each party acknowledges
      that: (a) the other party has a valid interest in maintaining a stable
      work force; (b) this provision is reasonably tailored to that purpose; and
      (c) that the liquidated damages amount is a reasonable approximation of
      the costs and damages that a party would incur as a result of such action
      by the other party. For purposes of this Alliance Agreement, "Personnel"
      includes any individual or company either party engages as a partner,
      employee or independent contractor and with which the other party comes
      into direct contact in the course of this Alliance Agreement.

  (f) Non-assignment. Neither this Alliance Agreement nor any of the rights or
      obligations hereunder shall be assigned by either party without the prior
      written consent of the other party, provided that Andersen Consulting may
      assign this Alliance Agreement to any other entity within the Andersen
      Consulting Worldwide organization via the local country addendum.

#####-CONFIDENTIAL MATERIAL REDACTED AND FILED SEPARATELY WITH THE COMMISSION
                                 Page 14 of 17

                                       14
<PAGE>

  (g) Entire Agreement. This Alliance Agreement, together with the Attachments,
      constitutes the entire business agreement between the parties hereto and
      supersedes any and all prior agreements, arrangements and/or
      understandings between the parties relating to the subject matter hereof.
      This Alliance Agreement shall not be deemed or construed to be modified or
      amended except by written agreement of the parties. In no event shall
      either party to this Alliance Agreement have any liability to the other
      for any incidental, consequential, indirect or punitive loss, damage or
      expense, even if it has been advised of its possible existence.

  (h) No Waiver. The failure of either party at any time to require performance
      by the other of any provision hereof shall in no way constitute a waiver
      thereof unless waived in writing. Nor shall the waiver of any breach of
      any provision hereof be held to be a waiver of any subsequent breach of
      such provision or any other provision.

  (i) Force Majeure. Neither party shall be liable for any delays or failure in
      performance due to causes beyond its reasonable control.

  (j) Indemnities.

      (1) Docent shall defend, indemnify and hold harmless Andersen Consulting
          and its partners and employees from and against any loss, claim,
          damage or liabilities (or actions in respect thereof that may be
          asserted by any third party) that may result from any third party
          claims arising out of or relating to any use by a Docent customer of
          any Docent Products and services provided by Docent and will reimburse
          Andersen Consulting for all expenses (including counsel fees) as
          incurred by Andersen Consulting in connection with any such action or
          claim, except to the extent any such claim is covered by the foregoing
          indemnity obligations of Andersen Consulting.

      (2) Andersen Consulting shall defend, indemnify and hold harmless Docent
          and its partners and employees from and against any loss, claim,
          damage or liabilities (or actions in respect thereof that may be
          asserted by any third party) that may result from any third party
          claims arising out of or relating to Andersen Consulting's services to
          an Andersen Consulting client and will reimburse Docent for all
          expenses (including counsel fees) as incurred by Docent in connection
          with any such action or claim, except to the extent any such claim is
          covered by the preceding indemnity obligations of Docent.

      (3) Upon notice by Andersen Consulting in writing of a third party claim
          against Andersen Consulting that any Docent Product infringes any
          patent, a copyright, a trade secret, or other intellectual property
          right of any third party, Docent will defend such claim at its expense
          and will pay any costs or damages that may be finally awarded against
          Andersen Consulting. Docent will not indemnify Andersen Consulting,
          however, to the extent that the claim of infringement is caused by (1)
          Andersen Consulting's misuse or modification of Docent Product; or

#####-CONFIDENTIAL MATERIAL REDACTED AND FILED SEPARATELY WITH THE COMMISSION
                                 Page 15 of 17

                                       15
<PAGE>

          (2) Andersen Consulting's use of Docent Product in combination with
          any product or information not owned or developed by Andersen
          Consulting.

      (4) The limit of each party's liability (whether in contract, tort,
          negligence, strict liability in tort or by statute or otherwise) to
          other, arising out of or in any manner related to this Alliance
          Agreement, for any and all claims, shall not in the aggregate exceed
          the sum of ##### ($#####). In no event shall either party be liable
          for consequential, incidental or punitive loss, damage or expenses
          (including but not limited to business interruption, lost business, or
          lost savings) even if it has been advised of their possible existence.
          Any action by either party must be brought within two (2) years after
          the cause of action arose.

  (k) Conflict Resolution. The parties agree that in the event of a dispute or
      alleged breach of this Alliance Agreement, they will work together in good
      faith first to resolve the matter internally with the participation of the
      Alliance Managers by escalating it to higher levels of management (first
      to the Alliance Sponsor, then to the Alliance Executives) and then, if
      necessary, to use a mutually agreed alternative dispute resolution
      technique prior to resorting to litigation. This provision shall not apply
      to disputes involving confidentiality or infringement of intellectual
      property rights (in which case either party shall be free to seek
      available remedies in any forum).

  (l) Warranty. Each party agrees that its obligations and responsibilities
      under this Alliance Agreement will be performed in a good and workmanlike
      manner, and will reperform any work not in compliance with this warranty
      brought to its attention within a reasonable time. Neither party makes and
      representations or warranties to the other regarding specific results of
      the joint or separate marketing activities under this Alliance Agreement

      THE PRECEDING IS EACH PARTY'S ONLY WARRANTY MADE IN CONNECTION WITH THIS
      ALLIANCE, AND IS MADE EXPRESSLY IN LIEU OF ALL OTHER WARRANTIES AND
      REPRESENTATIONS, EXPRESS OR IMPLIED, INCLUDING ANY IMPLIED WARRANTIES OF
      FITNESS FOR A PARTICULAR PURPOSE, MERCHANTABILITY OR OTHERWISE.

  (m) Governing law. This Alliance Agreement shall be governed by and construed
      in accordance with the laws of the State of Illinois, without regard to
      its conflict of laws rules.

#####-CONFIDENTIAL MATERIAL REDACTED AND FILED SEPARATELY WITH THE COMMISSION
                                 Page 16 0f 17

                                       16
<PAGE>

IN WITNESS WHEREOF, the parties have executed this Alliance Agreement as of the
date set forth above.

Docent, Inc.                                 Andersen Consulting LLP

_______________________________              _________#####_________________
Authorized Signature                         Authorized Signature

_______________________________              _________#####_________________
Name (Printed or Typed)                      Name (Printed or Typed)

_______________________________              _________#####_________________
Title (Printed or Typed)                     Title (Printed or Typed)

_______________________________              _______________________________
Date of Signature                            Date of Signature

#####-CONFIDENTIAL MATERIAL REDACTED AND FILED SEPARATELY WITH THE COMMISSION
                                 Page 17 of 17

                                       17
<PAGE>

                              ATTACHMENT A TO THE
                       MASTER ALLIANCE AGREEMENT BETWEEN
                   DOCENT, INC. AND ANDERSEN CONSULTING LLP

_______________________________________________________________________________

                           SAMPLE TEAMING AGREEMENT

_______________________________________________________________________________

     This Teaming agreement is entered into as of          , by and between
Andersen Consulting LLP, an Illinois partnership with an office at 1661 Page
Mill Road, Palo Alto, California 94304 ("Andersen Consulting") and Docent, Inc.,
a California corporation with its principal office at           ("Docent").

     Whereas,          (the "Client") has issued a Request for Proposal,
Number         , (the "RFP") for          (the "Project"); and

     Whereas, Andersen Consulting intends to submit a proposal in response to
the RFP (the "Proposal"); and

     Whereas, the parties have complementary capabilities not available within
their respective organizations, and it is to their mutual benefit to act as a
team for the purpose of preparing and submitting the Proposal for the Project;
and

     Whereas, Andersen Consulting, if it received the contract award, would be
responsible for the Project, including overall project management, and would
contemplate subcontracting portions of the Project to other firms, including
Docent.

     Now, therefore, in consideration of the premises and of the promises
exchanged herein, Andersen Consulting and Docent agree as follows:

ARTICLE 1 - PROPOSAL PREPARATION

1.1  The parties shall cooperate to (1) prepare the Proposal for presentation to
the Client in response to the RFP and (2) secure the contract for the Project.

1.2  Docent shall submit to Andersen Consulting all necessary technical and
business data and information concerning its proposed portion of the Project,
including accurate, current, complete and reasonable pricing data, for use in
preparation of the Proposal.  Docent shall make available appropriate and high-
quality personnel to provide reasonable assistance to Andersen Consulting in the
preparation of the Proposal as directed by Andersen Consulting.  Docent shall
not remove the personnel identified in Exhibit A from the Proposal preparation
effort without Andersen Consulting's consent.

                                 Page 1 of __
<PAGE>

1.3  Andersen Consulting shall prepare the entire Proposal, integrate the
information provided by Docent and submit the Proposal to the Client.  Andersen
Consulting shall include Docent's price for its proposed portion of the Project
in the Proposal.  Andersen Consulting shall consult with Docent on all matters
regarding the content of the Proposal which concern the portion of the Project
to be performed by Docent prior to submission of the Proposal to the Client.

1.4  Andersen Consulting shall identify Docent as a proposed subcontractor and
describe Docent's Project responsibilities in the Proposal.  As part of the
Proposal, Andersen Consulting shall work to secure Client approval of Docent as
a subcontractor.

1.5  Andersen Consulting shall be responsible for any contract negotiations with
the Client and, subject to Client approval, agrees to give Docent an opportunity
to be present at meetings with the Client which may concern Docent's proposed
portion of the Project.

1.6  Andersen Consulting agrees to consult with and obtain the concurrence of
Docent prior to making any Proposal change which affects Docent's proposed
portion of the Project.

1.7  Andersen Consulting agrees to keep Docent advised of all changes in the
Client's requirements and the probability of its receipt of the contract award.

1.8  Andersen Consulting shall use reasonable and commercial efforts after
submission of the Proposal to the Client to obtain the contract award, including
participation in oral presentations and preparation of best and final offers
mutually acceptable to Andersen Consulting and the Client, and Docent agrees to
assist in such effort as Andersen Consulting may reasonably require.

ARTICLE 2 - RELATIONSHIP OF THE PARTIES

2.1  The parties shall act as independent contractors in the performance of this
Teaming Agreement.  Neither party shall act as, or be deemed to be, agent for or
partner of the other party for any purpose whatsoever, and the employees of one
party shall not be deemed the employees of the other party.

2.2  Nothing in this Teaming Agreement shall be construed to grant either
Andersen Consulting or Docent the right to make commitment of any kind for or on
behalf of the other party without prior written consent of the other party.

2.3  It is understood and agreed that, in the event a contract is awarded to
Andersen Consulting by the Client in response to its Proposal, Andersen
Consulting shall be the prime contractor. As a result of any contract award ,
Client shall purchase Docent Software directly from Docent, Inc..

2.4  Andersen Consulting shall not solicit from any other firm the specific
services and deliverables included in Docents' proposed portion of the Project,
unless the Client disapproves

                                 Page 2 of __
<PAGE>

of Docent, the parties are unable to negotiate a subcontract agreement, this
Teaming Agreement is terminated pursuant to Article 7 below, or Docent agrees
thereto.

2.5  Docent agrees that during the term of this Teaming Agreement it shall not
in its own name, or in a teaming arrangement with a third party, prepare a
proposal in response to an RFP where Docent knows that Andersen Consulting is
preparing a proposal in response to the same RFP. It is understood, however,
that Docent may participate in the Project with another firm in the event such
other firm is awarded the contract.

2.6  All contacts with the Client with respect to the Proposal shall be the
responsibility of Andersen Consulting.  Any contacts made by Docent with the
Client shall be only with the full knowledge, prior concurrence and
participation of Andersen Consulting.

2.7  During the term of this Teaming Agreement, and for a period of one year
immediately following the termination of this Teaming Agreement, neither
Andersen Consulting nor Docent shall knowingly make an offer of employment to
any officer, partner or employee of the other who is involved with the efforts
under this Teaming Agreement, without prior written approval of the other party.

ARTICLE 3 - PERFORMANCE

3.1  In the event of contract award to Andersen Consulting, subject to the
Client's approval, and provided Docent has complied with the terms and
conditions of this Teaming Agreement, the parties hereto shall immediately
commence good faith negotiations of a subcontract consistent with the terms of
this Teaming Agreement, encompassing Docent's proposed services and deliverables
for the Project and other appropriate tasks required by the prime contract.
Subject to the requirements of the prime contract with the Client, applicable
laws and regulations and agreement on other terms and conditions, the parties
shall enter into the subcontract. Andersen Consulting agrees to use its best
efforts to secure approval of the subcontract by the Client in the event such
approval is necessary. Andersen Consulting may, in its discretion, authorize
Docent to begin work, at the direction of Andersen Consulting, prior to
execution of the subcontract, subject to the terms hereof.

3.2   The specific work to be performed by Docent shall be defined in the
subcontract and/or in task orders issued thereunder by Andersen Consulting from
time to time.  Exhibit A, attached hereto and incorporated herein by reference,
describes basic responsibilities and understandings of the parties under this
Teaming Agreement and to be addressed by the subcontract.

3.3  The subcontract with Docent shall include, among other appropriate
provisions, those provisions of the prime contract between Andersen Consulting
and the Client which, by the nature of the terms, are required to be flowed down
to a subcontractor, including but not limited to, the term of contract,
confidentiality, ownership of intellectual property, non-discrimination,
insurance, warranty, limitation of liability and indemnification.  Docent shall
advise Andersen Consulting, prior to submission of the Proposal, of any clauses
or provisions

                                 Page 3 of __
<PAGE>

of the RFP to which Docent takes exception; any clauses or provisions to which
exception is not taken may be included in the subcontract.

ARTICLE 4 - COSTS

4.1    Any and all costs, expenses, or liabilities of either Andersen Consulting
or Docent arising out of this Teaming Agreement or its implementation shall be
borne by each party separately and individually.  Neither party shall be liable
or obligated to the other for any such cost, expense or liability.

ARTICLE 5 - PROPRIETARY INFORMATION

5.1    The parties anticipate that it may be necessary to provide access to
confidential and/or proprietary information to each other pursuant to this
Teaming Agreement in preparation of the Proposal and/or performance of Project
("Proprietary Information").  Proprietary Information shall be clearly
identified or labeled as such by the disclosing party at the time of disclosure.
Where concurrent identification of Proprietary Information is not feasible, the
disclosing party shall provide such identification as promptly thereafter as
possible.

5.2    Each of the parties agrees that it shall protect the confidentiality of
the Proprietary Information in the same manner as it protects its own
proprietary information of like kind. Disclosures of Proprietary Information
shall be restricted to those individuals who are directly participating in
preparation of the Proposal and other work related to the Project. The parties
shall return all Proprietary Information of the other upon the earlier of a
request by the disclosing party or upon termination of this Teaming Agreement,
unless a subcontract is executed by the parties.

5.3    Neither party shall reproduce, disclose or use Proprietary Information
except as follows:

5.3.1  Proprietary Information furnished by Andersen Consulting may be used by
Docent in performing its obligations under this Teaming Agreement.

5.3.2  Proprietary Information furnished by Docent may be used by Andersen
Consulting in performing its obligations under this Teaming Agreement, including
preparation of the Proposal for submission to the Client.

5.3.3  Proprietary Information furnished by Andersen Consulting or Docent may be
used in accordance with written authorization received from the disclosing
party.

5.3.4  If either party receives a subpoena or other validly issued
administrative or judicial process requesting Proprietary Information of the
other party or Proprietary Information of the Client which that party has
received from the other, it shall provide prompt notice to the other of such
subpoena or other process.  The party in receipt of process shall thereafter be
entitled to comply with such process to the extent permitted by law.

                                 Page 4 of __
<PAGE>

5.4  The limitations on reproduction, disclosure, or use of Proprietary
Information shall not apply to, and neither party shall be liable for,
reproduction, disclosure, or use of Proprietary Information of the other where:

a.   Prior to the receipt under this Teaming Agreement, the information was
developed independently by the party receiving it, or was lawfully received from
other sources without an obligation of confidence, including the Client; or

b.   Subsequent to the receipt under this Teaming Agreement, the information (i)
is published or otherwise disclosed to others by the disclosing party without
restriction, (ii) has been lawfully obtained from other sources by the party
that received the Proprietary Information, (iii) otherwise comes within the
public knowledge or becomes generally known to the public without breach of this
Teaming Agreement, or (iv) is independently developed by the party the received
the Proprietary Information.

5.5  Neither the execution of the Alliance Agreement, nor the furnishing of any
Proprietary Information by either party shall be construed as granting to the
other party expressly, by implication, by estoppel or otherwise, any license
under any invention, patent, trademark, copyright or other proprietary right now
or hereafter owned or controlled by the party furnishing same.

5.6  The provisions of this Article 5 shall survive termination of this Teaming
Agreement.

ARTICLE 6 - RIGHTS IN INVENTIONS

6.1  Inventions conceived pursuant to this Teaming Agreement shall remain the
property of the originating party.  In the event of joint inventions, the
parties shall engage in good faith negotiations to establish their respective
rights.  Failing agreement, each party shall have equal ownership and rights in
such joint inventions, without further obligation or accounting to the other
party.  It is understood and agreed that Docent may be required to and shall
grant licenses or other rights to Andersen Consulting and/or the Client to
inventions, data, and information in accordance with the prime contract unless
exceptions to Rights in Data or similar contract clauses has been taken.

ARTICLE 7 - TERMINATION OF AGREEMENT

7.1  This Teaming Agreement shall expire upon the happening of one of the
following events, whichever occurs first:

a.   Notice from the Client that it will not award a contract for the Project
pursuant to the RFP.

b.   Notice from the Client of award of a contract for the Project to a firm
other than Andersen Consulting.

                                 Page 5 of __
<PAGE>

c.   Notice from the Client stating its disapproval of the use of Docent as a
subcontractor or direction to select someone other than Docent for the work
identified as Docent's responsibility in the Proposal; provided, however, that
if the Client disapproves the use of Docent for any reason that is curable,
Andersen Consulting will, in good faith, seek from the Client an opportunity to
have Docent cure such situation and thereafter resubmit Docent as a proposed
subcontractor for the Client's approval.

d.   Execution of a subcontract by and between Andersen Consulting and Docent
for performance of portions of the Project.

e.   The expiration of 12 months from the date of this Teaming Agreement;
provided, however, this Teaming Agreement shall be extended for one additional
year if a Proposal has been submitted and the Client has not provided written
notice as to contract award within the 12-month period.

f.   Inability of the parties to execute a subcontract within sixty (60) days of
contract award and either party has given notice of its intent to terminate.

g.   The Client so materially modifies the requirements of the Project that the
parties mutually deem it to be in their best business interests to withdraw from
this Teaming Agreement.

h.   The insolvency, bankruptcy, reorganization under the bankruptcy laws, or
assignment for the benefit of creditors of either  party.

i.   Material breach of this Teaming Agreement by either party with such breach
remaining unremedied fifteen (15) days after receipt of notice of the breach.

j.   Mutual agreement of the parties to terminate the Alliance Agreement.

ARTICLE 8 - PUBLICITY

8.1  If Andersen Consulting receives the contract award from the Client, either
party may issue a news release, public announcement, advertisement or any other
form of publicity concerning its role in the Project, provided such party
obtains prior written consent to such publication from the other and from the
Client, if required.

8.2  In their publicity the parties agree to give appropriate credit and
recognition to the participation of the other party to this Teaming Agreement in
a form acceptable to the other Party.

ARTICLE 9 - GENERAL

9.1  Any notices, requests, consents and other communications hereunder shall be
in writing and shall be effective either when delivered personally to the party
for whom intended, or five

                                 Page 6 of __
<PAGE>

(5) days following deposit of the same into the United States mail (certified
mail, return receipt requested, or first class postage prepaid), addressed to
such party at the address set forth below:

a.   If to Andersen Consulting to:

     Attn:

b.   If to Docent to:

     Attn:

9.2  This Teaming Agreement may not be assigned or otherwise transferred by
either party, in whole or in part, without the express prior written consent of
the other party, except that Andersen Consulting may assign it to any other
affiliated entity of the Arthur Andersen Consulting Worldwide Organization.  No
provision of this Teaming Agreement my be waived except by a writing by the
party to be charged nor may this Teaming Agreement be amended except by a
writing executed by both parties.

9.3  This agreement shall be governed and construed under the laws of the State
of Illinois.

9.4  Neither party shall be liable for delays or failure in performance due to
causes beyond its control.

9.5  The foregoing represents the complete and exclusive statement of the
agreement between the parties and supersedes any and all prior oral or written
agreements, proposals, commitments, understandings, or communications with
respect to the subject matter of this Teaming Agreement.

                                 Page 7 of __
<PAGE>

IN WITNESS WHEREOF, the parties hereto have caused this Teaming Agreement to be
executed, each by its duly authorized representative, as of the date first above
written:

DOCENT, INC                             ANDERSEN CONSULTING LLP

_________________________________       __________________________________
Authorized Signature                    Authorized Signature

_________________________________       __________________________________
Name (Printed or Typed)                 Name (Printed or Typed)

_________________________________       __________________________________
Title (Printed or Typed)                Title (Printed or Typed)

_________________________________       __________________________________
Date of Signature                       Date of Signature

                                 Page 8 of __
<PAGE>

EXHIBIT A

THIS IS ONLY A SAMPLE -- EXHIBIT A SHOULD BE TAILORED TO THE SPECIFIC
PROPOSAL EFFORT AND THE CONTEMPLATED CONTRACT

Additional Responsibilities of the Parties

     In support of the proposal effort defined in the Teaming Agreement, and in
order to establish the basis for negotiation of a subcontract in the event
Andersen Consulting is awarded the prime contract for the Project, the following
detailed responsibilities are defined and agreed to by both parties.

1.   General

a.   Andersen Consulting shall have the overall project management
responsibility and final decision-making authority on all Project matters,
including those areas under responsibility of Docent.

b.   Docent personnel shall work as members of the Project team, with assigned
tasks, deliverables and due dates.  Assignments shall be made by Andersen
Consulting.

c.   In order to facilitate coordination, communications and project control,
all Project work, including subcontracted work, shall be done at the designated
Andersen Consulting Project location. Exceptions will be made for those
activities requiring work to be done at the Client sites and certain activities
which may be done at Docent's site with prior Andersen Consulting approval.

d.   Work status reviews, Quality Assurance reviews, and approvals of major
actions in all Project related matters shall be headed by Andersen Consulting,
with the participation of Docent's personnel as required. Final decision-making
authority rests with Andersen Consulting.

e.   Quality Assurance procedures, the Change Control process, standards and
procedures, and project planning and reporting procedures for the overall
Project shall be established by Andersen Consulting, in concert with Docent and
approved by the Client.

f.   Docent shall deal only with Andersen Consulting in all matters relating to
the work stated in the subcontract. Client communication shall be limited to
those aspects of obtaining or confirming information for the purpose of
performing the work subcontracted.

     Decisions related to Project performance, status, system architecture or
any major issue affecting the Project, are to be discussed with Andersen
Consulting prior to joint discussion with the Client.

                                 Page 1 of __
<PAGE>

g.   Andersen Consulting reserves the right to approve assignment of Docent
personnel to the Project and to require replacement of Docent personnel during
the Project.

2.   Areas of Responsibility of the Parties

2.1  Andersen Consulting

     The following are Andersen Consulting responsibilities:

a.   Proposal preparation, submission and further negotiations with the Client.

b.   Overall Project Management and Control, including Quality Assurance,
Project Planning and Control, and Change Control functions.

c.   Final decision-making authority for all Project matters, including
assignment of Docents.

d.   Primary Client interface in all matters which could change the goals and
objectives established in the prime contract.

e.   Reviewing, controlling and following up on all Project activities and
milestones, and prescribing corrective measures as required, including Docent
areas of responsibility.

f.   Coordination with Docent as required by the Project.

g.   Reporting the overall Project status and performance against plans
(including Docent work status) to the Client.

h.   Administering the prime contract and subcontracts.

2.2  Docent [EXAMPLE -- FOR ILLUSTRATIVE PURPOSES ONLY]

     The following are Docent responsibilities:

a.   Assign personnel, as required, to complete approximately 1,600 hours in
tasks 1 and 2 through senior professionals experienced in:

 .    Alternative ADP hardware and software configurations, approaches and cost-
benefit analyses and documentation

 .    Support of development of RFPs and selection criteria and performance
criteria

 .    Support of installation and implementation planning.

b.   Perform work tasks assigned and supervised by Andersen Consulting.

                                 Page 2 of __
<PAGE>

c.   Identify primary and secondary Docent personnel to assume responsibility
for work tasks assigned by Andersen Consulting.

d.   Participate in Project activities as required by Andersen Consulting.

e.   Discrete tasks?

f.   In the Proposal effort. (key personnel) ,     and     shall provide such
time as needed to perform Docents' obligations under this Teaming Agreement.

                                 Page 3 of __
<PAGE>

                              ATTACHMENT B TO THE
                       MASTER ALLIANCE AGREEMENT BETWEEN
                   DOCENT, INC. AND ANDERSEN CONSULTING LLP

_______________________________________________________________________________

                MODEL SOFTWARE LICENSING AND SERVICES AGREEMENT

________________________________________________________________________________

     THIS SOFTWARE LICENSE AND SERVICES AGREEMENT (this "Software Licensing
Agreement") is between Docent, Inc., a California corporation ("Docent"), and
Andersen Consulting LLP, an Illinois limited liability partnership ("Andersen
Consulting").

     The terms of this Software Licensing Agreement shall apply to each Program
License granted by Docent under this Software Licensing Agreement. When
completed by the parties, the Order Form(s) to this Software Licensing Agreement
shall evidence the Program Licenses granted and the services to be provided to
Andersen Consulting hereunder.

1.   DEFINITIONS

1.1  "Program" or "Programs" shall mean the computer software in object code
form owned or distributed by Docent for which Andersen Consulting is granted a
Program License pursuant to this Software Licensing Agreement; the media upon
which such software is delivered to Andersen Consulting; the guides and manuals
for use of such software ("Documentation"); and Updates.

1.2  "Designated System" or "Designated Systems" shall mean the computer
hardware and operating system(s) designated on the Order Form(s).

1.3  "User System" shall mean the computer hardware and operating systems
operated by Users in the course of their employment with Andersen Consulting,
including notebook and portable computers.

1.4  "Server Programs" shall mean those portions of the Programs that reside and
operate on the Designated System.

1.5  "User Programs" shall mean those portions of the Programs that reside and
operate on User Systems.

1.6  "User" or "Users" shall mean an individual or individuals authorized by
Andersen Consulting to use specified Programs, regardless of whether the
individual is actively using the

                                 Page 4 of __
<PAGE>

Programs at any given time. The maximum number of Users that may use the User
Programs or access the Server Programs consistent with the terms of Program
Licenses granted herein is specified on the Order Form(s).

1.7  "Limited Production Program" shall mean a Program which is not generally
licensed for commercial use by Docent or which is not listed in Docent's
generally available marketing literature or which is designated as a Limited
Production Program by Docent.

1.8  "Ancillary Program" shall mean third party software delivered with or
embedded in the Programs that is necessary for the operation of the Programs.

2.   PROGRAM LICENSE

2.1  Rights Granted.

     A.    Docent grants to Andersen Consulting a nontransferable, nonexclusive
license to use the Programs which Andersen Consulting obtains under this
Software Licensing Agreement ("Program License") as follows:

     i)    To use the User Programs and Server Programs on a royalty free basis
solely in connection with Andersen Consulting's consulting activities, including
marketing, training, configuration, internal pilots, and integration of the
Server Programs at Andersen Consulting's client sites, which support marketing
and licensing of the Programs by Docent to other third parties, up to the
applicable maximum number of designated Users as set forth in the Order Form(s);

     ii)   To use the Documentation provided with the Programs on a royalty free
basis and in support of Andersen Consulting's authorized use of the Programs;

     iii)  To use the Programs in conjunction with other software products.

     B.    Andersen Consulting agrees not to cause or permit the reverse
engineering, disassembly or decompilation of the Programs.

     C.    Andersen Consulting agrees not to use Programs in connection with
Andersen Consulting's internal information management requirements other than
those activities described in 2.1.A.i above.

     D.    Docent shall retain all title, copyright and other proprietary rights
in and to the Programs. Andersen Consulting does not acquire any rights, express
or implied, in the Programs, other than those specified in this Software
Licensing Agreement. In no event shall Andersen Consulting be precluded from
developing for itself, or for others, materials which are competitive with
Docent Products, irrespective of their similarity thereto. In addition, Andersen
Consulting shall be free to use its general knowledge, skills and experience,
and any ideas, concepts, know-how, and techniques within the scope of its
consulting practice that are used in the course of sharing information with
Docent.

                                 Page 5 of __
<PAGE>

     E.    To use a Program, Andersen Consulting may need to use an Ancillary
Program. The Ancillary Program may be used only in combination with Programs for
the purpose of installing or operating Programs as described on the Order
Form(s) or Documentation, and for no other purpose. Andersen Consulting shall
have no right to use Ancillary Programs in connection or combination with any
other software programs.

     F.    As an accommodation to Andersen Consulting, Docent may supply
Andersen Consulting with pre-production releases of Programs (which may be
labeled "Alpha" or "Beta"). Andersen Consulting acknowledges that these products
may not be suitable for general use.

     G.    Docent hereby represents and warrants that it has the right to
provide the Programs to Andersen Consulting under this Software Licensing
Agreement.

2.2  Transfer and Assignment. Andersen Consulting may transfer a Program within
its organization from the Designated System to another Designated System,
provided Andersen Consulting maintains a log showing the distribution of
Programs and provide Docent with written notification of such transfer.

2.3  Verification. At Docent's written request, not more frequently than
annually, Andersen Consulting shall furnish Docent with a certificate executed
by an officer of Andersen Consulting (a) verifying that the Programs are being
used pursuant to the provisions of this Software Licensing Agreement, including
any User and other limitations; and (b) listing the locations, types and serial
numbers of the Designated Systems on which the Programs are run.

     Docent may, at its expense and upon thirty (30) days prior written notice
to Andersen Consulting, audit Andersen Consulting's use of the Programs. Any
such audit shall be conducted during regular business hours and shall not
unreasonably interfere with Andersen Consulting's business activities. Audits
shall be conducted no more than once annually.

3.   TERM AND TERMINATION.

3.1  Term. Each Program License granted under this Software Licensing Agreement
shall remain in effect perpetually unless the Program License or this Software
Licensing Agreement is terminated as provided in Section 3.2 or 3.3.

3.2  Termination by Andersen Consulting. Andersen Consulting may terminate any
Program License at any time by providing written notice to Docent; provided,
however, that termination hereunder shall not relieve Andersen Consulting of its
obligations specified in Section 3.4.

3.3  Termination by Docent. Docent may terminate this Software Licensing
Agreement or any Program License in the event Andersen Consulting breaches any
obligation under this Software Licensing Agreement.

                                 Page 6 of __
<PAGE>

3.4  Effect of Termination. Termination of this Software Licensing Agreement or
any license shall not limit either party from pursuing other remedies available
to it including injunctive relief. The parties' rights and obligations under
Sections 2.1.B, 2.1.D, and Sections 4 and 5 shall survive termination of this
Software Licensing Agreement.

3.5  Handling of Programs Upon Termination. If a Program License granted under
this Software Licensing Agreement terminates, Andersen Consulting shall: (a)
cease using the Programs, and (b) certify to Docent with ten (10) days after
expiration or termination that Andersen Consulting has destroyed or has returned
to Docent the Programs and all copies. This requirement applies to copies in all
forms, partial and complete, in all types of media and computer memory, and
whether or not modified or merged into other materials.

4.   DISCLAIMERS AND LIMITATION OF LIABILITY.

4.1  Disclaimers. Docent makes no warranty or representation whatsoever
regarding the Programs or Documentation including but not limited to any express
or implied warranty, including any implied warranties of merchantability or
fitness for a particular purpose. Docent does not warrant that the Programs will
meet Andersen Consulting's requirements, that the Programs will operate in the
combinations which Andersen Consulting may select for use, that the operation of
the Programs will be uninterrupted or error-free, or that all Program errors
will be corrected.

4.2  Limitation of Liability. IN NO EVENT SHALL EITHER PARTY BE LIABLE FOR ANY
INDIRECT, INCIDENTAL, SPECIAL OR CONSEQUENTIAL DAMAGES, INCLUDING WITHOUT
LIMITATION DAMAGES FOR LOSS OF PROFITS, REVENUE, DATA OR USE, INCURRED BY EITHER
PARTY OF ANY THIRD PARTY, WHETHER IN AN ACTION IN CONTRACT OR TORT, EVEN IF THE
OTHER PARTY HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

The provisions of this Software Licensing Agreement allocate the risks between
Docent and Andersen Consulting. Docent's pricing reflects this allocation of
risk and the limitation of liability specified herein.

5.   GENERAL TERMS

5.1  Nondisclosure. By virtue of this Software Licensing Agreement, the parties
may have access to information that is confidential to one another
("Confidential Information"). Docent's Confidential Information shall include
but not be limited to the Programs, source code, algorithms, formulas, methods,
know how, processes, designs, new products, developmental work, marketing
requirements, marketing plans, Andersen Consulting names, prospective Andersen
Consulting names, the terms and pricing under this Software Licensing Agreement,
and all information clearly identified in writing at the time of disclosure as
confidential.

     A party's Confidential Information shall not include information that: (a)
is or becomes a part of the public domain through no act or omission of the
other party; (b) was in the other party's lawful possession prior to the
disclosure and had not been obtained by the other party

                                 Page 7 of __
<PAGE>

either directly or indirectly from the disclosing party; (c) is lawfully
disclosed to the other party by a third party without restriction on disclosure;
or (d) is independently developed by the other party. Andersen Consulting shall
not disclose the results of any performance tests of the Programs to any third
party without Docent's prior written approval.

     The parties agree to hold each other's Confidential Information in
confidence during the term of this Software Licensing Agreement and for a period
of five years after termination of this Software Licensing Agreement. The
parties agree, unless required by law, not to make each other's Confidential
Information available in any form to any third party or to use each other's
Confidential Information for any purpose other than the implementation of this
Software Licensing Agreement. Each party agrees to take all reasonable steps to
ensure that Confidential Information is not disclosed or distributed by its
employees or agents in violation of the terms of this Software Licensing
Agreement.

5.2  Governing Law. This agreement and all matters arising out of or relating to
this Software Licensing Agreement, shall be governed by the laws of the State of
California, excluding its conflict of law provisions.

5.3  Notices. All notices, including notices of address change, required to be
sent hereunder shall be in writing and shall be deemed to have been given upon
the date sent by confirmed facsimile or three (3) days following the date such
notice was mailed by first class mail, to the addresses first set forth above.

     To expedite order processing, Andersen Consulting agrees that Docent may
treat documents faxed by Andersen Consulting to Docent as original documents;
nevertheless, either party may require the other to exchange original signed
documents.

5.4  Severability. In the event any provision of this Software Licensing
Agreement is held to be invalid or unenforceable, the remaining provisions of
this Software Licensing Agreement will remain in full force.

5.5  Waiver. The waiver by either party of any default or breach of this
Software Licensing Agreement shall not constitute a waiver of any other or
subsequent default or breach. Except for actions for nonpayment or breach of
Docent's proprietary rights in the Programs, no action, regardless of form,
arising out of this Software Licensing Agreement may be brought be either party
more than one year after the cause of action has occurred.

5.6  Export Administration. Andersen Consulting agrees to comply fully with all
relevant export laws and regulations of the United States ("Export Laws") to
assure that neither the Programs nor any direct product thereof are (i)
exported, directly or indirectly, in violation of Export Laws; or (ii) are
intended to be used for any purposes prohibited by the Export Laws, including,
without limitation, nuclear, chemical, or biological weapons proliferation.

5.7  Relationship Between the Parties. Docent is an independent contractor;
nothing in this Software Licensing Agreement shall be construed to create a
partnership, joint venture or agency relationship between the parties.

                                 Page 8 of __
<PAGE>

5.8  Successors. This Software Licensing Agreement shall inure to the benefit of
the successors and assigns of Docent and, subject to the restrictions transfer
or assignment herein set forth, shall be binding upon the Andersen Consulting
and Andersen Consulting's successors and assigns.

5.9  Entire Agreement. This Software Licensing Agreement, together with the
exhibits, appendices and attachments hereto, constitutes the complete agreement
between the parties and supersedes all prior or contemporaneous agreements or
representations, written or oral, concerning the subject matter of this Software
Licensing Agreement and such exhibits, appendices and attachments. This Software
Licensing Agreement may not be modified or amended except in writing signed by a
duly authorized representative of each party; no other act, document, usage or
custom shall be deemed to amend or modify this Software Licensing Agreement.

The Effective Date of this Software Licensing Agreement shall be ______________,
2000.

Executed by Andersen Consulting LLP              Executed by Docent, Inc.

Signature:  ________________________             Signature:  ___________________

Name:  ___________________________               Name:  ______________________

Title:  ____________________________             Title:  _______________________

                                 Page 9 of __
<PAGE>

Schedule 1

Software License and Services  Agreement Order Form
[and Local Country Addendum]

     Software licenses and services shall be provided by Docent, Inc. ("Docent")
to Andersen Consulting LLP ("Andersen Consulting") pursuant to this Order Form
and the Software License and Services Agreement dated ________________, 2000
("Software Licensing Agreement").

     Designated System (server):      Hardware:  _________________
                                      Operating System:  _________

     Number of Authorized Users:      ____________________________

     User Programs Licensed:          ____________________________

[Any terms that are required by local county legal differences should be
inserted here]

[If also serving as a local country addendum include:
By signing, the parties agree to be bound by the terms of the Master Alliance
Agreement as though they we parties thereto.]

Order Accepted and Acknowledged:

Andersen Consulting LLP                 Docent, Inc.
            [or local country AC entity]        [or local country Docent entity]

Signature:
Name:
Title:
Date:

                                 Page 10 of __
<PAGE>

                              ATTACHMENT C TO THE
                       MASTER ALLIANCE AGREEMENT BETWEEN
                   DOCENT, INC. AND ANDERSEN CONSULTING LLP

_______________________________________________________________________________

                             REVENUE SHARING MODEL

_______________________________________________________________________________

Each of the initial deal types provides sources of revenue to the alliance.

--------------------------------------------------------------------------------
                         Deal Type       Instant        Proga       Full-scale
Revenue Source                       Infrastructure   Deployme     Implementati
--------------------------------------------------------------------------------
#####
--------------------------------------------------------------------------------
-#####                                     ##            ##             ##
--------------------------------------------------------------------------------
-#####                                     ##            ##             ##
--------------------------------------------------------------------------------
#####                                                    ##             ##
--------------------------------------------------------------------------------
#####                                      #             #               #
--------------------------------------------------------------------------------

* Andersen Consulting will be the primary provider of hosting services and
Docent will provide software maintenance and support.

                                 Page 11 of __
<PAGE>

Scenario 1

 .  #####
 .  #####
 .  #####
 .  #####
 .  #####
 .  #####

--------------------------------------------------------------------------------
Scenario 1 - #####                       Revenue Orignation
                                         ------------------
                                                              #####        #####
                                         #####              #####      #####
                                        #####     #####    "#####"    "#####"
--------------------------------------------------------------------------------
Alliance
--------------------------------------------------------------------------------
     #####                                                                    .
--------------------------------------------------------------------------------
     #####                                                                    .
--------------------------------------------------------------------------------
     #####
--------------------------------------------------------------------------------
     #####                                            .
--------------------------------------------------------------------------------
     #####                                                                    .
--------------------------------------------------------------------------------
     #####
--------------------------------------------------------------------------------
     #####
--------------------------------------------------------------------------------

--------------------------------------------------------------------------------
Additional Services
--------------------------------------------------------------------------------
     #####
--------------------------------------------------------------------------------
     #####
--------------------------------------------------------------------------------
     #####
--------------------------------------------------------------------------------

#####
-----

 .  #####:

     .  #####.
     .  #####.
     .  #####.

 .  #####.

 .  #####.

                                 Page 12 of __
<PAGE>

Scenario 2

 .  #####
 .  #####
 .  #####
 .  #####
 .  #####

--------------------------------------------------------------------------------
Scenario 2 - #####                       Revenue Orignation
                                         ------------------
                                                              #####        #####
                                         #####              #####      #####
                                        #####     #####    "#####"    "#####"
--------------------------------------------------------------------------------
Alliance
--------------------------------------------------------------------------------
     #####
--------------------------------------------------------------------------------
     #####
--------------------------------------------------------------------------------
     #####
--------------------------------------------------------------------------------
     #####
--------------------------------------------------------------------------------
     #####
--------------------------------------------------------------------------------
     #####
--------------------------------------------------------------------------------
     #####
--------------------------------------------------------------------------------

--------------------------------------------------------------------------------
Additional Services
--------------------------------------------------------------------------------
     #####
--------------------------------------------------------------------------------
     #####
--------------------------------------------------------------------------------
     #####
--------------------------------------------------------------------------------

                                 Page 13 of __<PAGE>

                                                                 EXHIBIT 10.14

                            Docent, Incorporated
                     Master License and Services Agreement

This Master License and Services Agreement (the "Agreement") is made by and
between Docent, Incorporated, a Delaware corporation having a place of business
at 2444 Charleston Road, Mountain View, CA 94043-1622 ("DI") and

Name:     Qwest Communications            ("Customer")
          --------------------------------
Address:  555 17th Street, 7th Floor
          --------------------------------
          Denver, CO 80202
          --------------------------------
          (303) 992-2699
          --------------------------------

Effective Date of Agreement:  June 26, 2000.
                              -------------

Licensed Software:

Docent Enterprise 4.51 Internal Use Only License
Number of Named Users:  15,000 ##### Licenses to be used internally by all Qwest
Employees
Total Software License Fee:  $#####.
                             -

Pricing for any additional users ##### will be negotiated.

Docent Enterprise 4.5.1 Payment Schedule
See Exhibit B.

Professional Services:
Not Applicable.

Hosting Services:
Customer hereby purchases Web Hosting Services for a six (6) month period
commencing on the Effective Date.  The current fees for such Hosting Services
are $#####.
    -

Maintenance Services:
Customer hereby purchases annual Maintenance Services for the Software licensed
pursuant to this Agreement for the one (1) year period commencing on the
                                   --------
Effective Date.  The current annual fee for such Maintenance Services is
$#####.
-     -

This Agreement, any Exhibits, any purchase order placed pursuant hereto, any
Statements of Work which reference this Agreement, and any Schedules referenced
in this Agreement constitute the entire agreement between the parties concerning
Customer's use of the Software or DI's provision of Services.  Purchase orders
are effective only with respect to the quantity, price, timing and place of
delivery, and are not permitted to modify or vary the terms of this Agreement.
This Agreement may be modified only by written agreement, other than by purchase
order, signed by an authorized representative of Customer and a corporate
officer of DI.  This Agreement replaces and supersedes any prior verbal
understandings, written communications or representations.

##### CONFIDENTIAL MATERIAL REDACTED AND FILED SEPARATELY WITH THE COMMISSION
<PAGE>

Customer                          Docent, Incorporated

#####                             By:
--------------------------------      --------------------------------
        Authorized Signature                 Authorized Signature

#####                             By:
--------------------------------      --------------------------------
        Printed Name/Title                   Printed Name/Title

Attachments:
Exhibit A -- Terms and Conditions
Exhibit B -- Payment Schedule
Exhibit C -- Not Applicable
Exhibit D -- Hosting Services Schedule
Exhibit E -- Maintenance Services Schedule

##### CONFIDENTIAL MATERIAL REDACTED AND FILED SEPARATELY WITH THE COMMISSION
<PAGE>

                                  EXHIBIT A

                              TERMS AND CONDITIONS

1.      Definitions

        (a)  "Administrators" means employees designated by Customer to use
the Software in Executable Code to design and create content and assessments
and to enable the content and assessments to be utilized on web sites
permitted under this Agreement.

        (b)  "Customer Content" means the course and assessment content
developed by or on behalf of Customer and used with the Software.

        (c)  "Customer Web Site" means a web site hosted by or for Customer,
including, but not limited to, a web site hosted for Customer by DI if
Customer elects to purchase the Hosting Services offered by DI.

        (d)  "Deliverables" means any work product delivered to Customer
pursuant to a SOW, including any software developed for Customer pursuant to
SOW ("Developed Software Code").

        (e)  "Customer Confidential Information" means any information
disclosed by Customer to DI #####. Customer Confidential Information shall not
include any information that (1) was independently developed by employees,
contractors or agents of DI without any use of the Customer Confidential
Information, (2) becomes known to DI from a source other than Customer without
breach of this Agreement, (3) was in the public domain at the time it was
disclosed or has come into the public domain through no act or omission of DI,
or (4) was known to DI, without restriction, at the time of disclosure.

        (f)  "Developed Software Code" means any software code developed by DI
pursuant to a SOW.

        (g)  "Documentation" means the standard documentation provided by DI
to its Customers and their Users in connection with their use of the Software,
including, but not limited to, program procedures and descriptions (but
excluding descriptions of Source Code and build procedures for Executable
Code), procedures for permitted maintenance and modification, testing data and
similar written material relating to the design, structure and implementation
of the Software, as well as help files and User documentation to allow
individual Users to use the Software.

        (h)  "End User" means individual users of the Software who access
Customer's courses throu2h the Customer Web Site solely in connection with
Customer's own internal training programs.

        (i)  "External User" means individual users of the Software who access
Customer's courses through Customer Web Site in connection with Customer's
commercial educational course content and assessments offered for a fee to
third parties.

        (j)  "Executable Code" means the fully compiled version of a Software
program that can be executed by a computer and used by an End User without
further compilation.

        (k)  "Hosting Services" means the Web Hosting services offered by DI
pursuant to its Hosting Services Schedule in effect at the time Customer
purchases the Hosting Services pursuant to this Agreement.

        (l)  "Maintenance Services" means the Software maintenance and
technical support services offered by DI pursuant to its Maintenance Services
Schedule in effect at the time Customer purchases the Maintenance Services
pursuant to this Agreement.

        (m)  "Professional Services" means services performed by DI pursuant
to an SOW.

        (n)  "Services" means Maintenance Services, Professional Services and
Hosting Services if purchased by Customer pursuant to this Agreement.

        (o)  "Software" means the program code (in both Source Code and
Executable Code form), any Updates and Upgrades thereto delivered pursuant to
any Maintenance Services, and any related Documentation for such Software.
Software shall not include Developed Software Code.

#### CONFIDENTIAL MATERIAL REDACTED AND FILED SEPARATELY WITH THE COMMISSION

                                      1
<PAGE>

        (p)  "Source Code" means the human-readable source code version of the
Software and all corresponding source documentation, including API
specifications, flow diagrams, release notes and build procedures.

        (q)  "SOW" or "Statement of Work" means a statement of work signed by
both parties to the Agreement pursuant to which DI agrees to perform specified
services and deliver specified Deliverables to Customer.

        (r)  "Updates" means any bug fixes, patches. or other revisions or
changes to or modifications of the Software that are made generally available
to Docent's Customers at no additional charge as a part of Maintenance
Services, which would typically be designated by a change in the version
number to the right of the first decimal point, and does not include Upgrades.

        (s)  "Upgrades" means any new releases of, or revisions or
modifications to, the Software which would typically be designated by a change
in the version number to the left of the first decimal point, such as those
that provide additional features, require additional hardware or perform
additional functions not provided or performed by the Software previously
licensed to Customer; provided, that such Upgrades are made generally
available to Docent's Customers at no additional charge as a part of
Maintenance Services.

        (t)  "Users" means End Users and External Users, as applicable.

2.      Delivery and Acceptance.  DI will ship Customer a master copy of each
Software program licensed by Customer pursuant to this Agreement (each, a
"Master Copy") #####. FOB Destination, Customer. Customer's sole and exclusive
remedy for rejection of a Master Copy shall be to return the defective Master
Copy and receive a new non-defective Master Copy.

3.       License Grants

        (a)  Royalty-Based License. Subject to the restrictions in this
Agreement, DI under a Royalty-Based License grants to Customer a #####,
license (i) to permit its Administrators to use the Software, in Executable
Code form only, to design, create and display course content and assessments,
(ii) to publish such course content and assessments on Customer Web Site for
use by End Users and External Users, (iii) to use the Software for its or
other Users' training purposes, and (iv) to permit its End Users and External
Users to access and use the Software solely for its or their training
programs.

        (b)  Internal Use Only License. Subject to the restrictions in this
Agreement, DI under an Internal Use Only License grants to Customer's existing
entities a ##### license (i) to use the Software, in Executable Code form
only, for the number of named End Users for which Customer's existing entities
have purchased Licenses. (ii) to permit its Administrators to design, create
and display course content and assessments, (ill) to publish such course
content and assessments on Customer Web Site for use by Customer's existing
entities End Users, (iv) to use the Software for its existing entities
internal training purposes, and (v) to permit its End Users to access and use
the Software solely for its existing entities internal training programs.

4.      License Restrictions.  Customer must limit use of the Software either
to the number of Users for whom Customer has paid the required license fees
under a Internal Use Only License for their existing entities or to the type
and the description of the Users as specified under the Royalty-Based License.
Subject to the restrictions contained in this Agreement, such Users may use
the Software on an unlimited number of computers and servers, and such
computers and servers may be linked electronically and capable of sharing the
use of the Software. Provided that Customer reproduces all copyright and other
proprietary notices, Customer may make (i) copies of the Executable Code only
as minimally necessary to run the software as under the Royalty-Based License
and/or Internal Use Only License acquired hereunder plus one additional copy
for archival purposes and (ii) copies of the Documentation only as reasonably
necessary to administer the operation of the Executable Code under the
licenses granted hereunder. Customer agrees not to do, #####: (a) copy the
Software or the Documentation, except as described in this Agreement; (b)
translate the Software or the Documentation; (c) merge the Software with
another program or modify the Software or the Documentation, except as
described in the Documentation; (d) reverse-engineer, disassemble, de-compile,
or make any attempt to discover the source code of the Software except as
otherwise specifically permitted under applicable law; (e) sublicense, rent,
or lease any portion of the

##### CONFIDENTIAL MATERIAL REDACTED AND FILED SEPARATELY WITH THE COMMISSION

                                      2
<PAGE>

Software; or (f) use the Software for any purposes other than those set forth
in Section 3.

5.      Fees.

        (a)  Royalty-Based License Fee. If Customer has selected a Royalty-
Based License. Customer will pay license fees to DI in accordance with the
Royalty Schedule attached as Exhibit B set forth in this Agreement. Such
payment shall be invoiced monthly, and shall be accompanied by a usage report
in a form specified by DI.

        (b)  Internal Use Only License. If Customer has selected an Internal
Use Only License, Customer will pay license fees to DI in accordance with DI's
then-current price list for the number of named End Users for which Customer
has purchased a license. Such payment shall be due upon execution of the
Agreement.

        (c)  Fees for Maintenance Services. DI's current annual fee for
Maintenance Services is set forth on the first page of this Agreement and is
due and payable on the Effective Date. On each anniversary date of the
Effective Date, Customer may renew the Maintenance Services by payment of
$##### for Maintenance Services.

        (d)  Fees for Hosting Services. DI's current fees for Hosting Services
are set forth on the first page of this Agreement. Such fees shall be due net
#####.

        (e)

        (f)  Taxes. #####.

        (g)  Audit. #####.

6.      Ownership.  DI retains all right, title and interest in the Software and
Developed Software Code. Such Software is protected by United States and
international copyright laws and international treaty provisions. DI reserves
all rights not expressly granted to Customer in this Agreement, and the license
granted to Customer herein shall in no event be construed as conferring a
license to, or rights in, any DI patent. DI agrees that it will not assert any
of its fights under such patents against Customer or its Users based upon
exercise by Customer of the licenses granted to Customer in this Agreement.

7.      Hosting Services.  Customer may purchase Hosting Services at DI's then-
current rate for such services. Customer represents and warrants that the
Customer Content on any web site hosted by DI shall not (i) infringe any
copyright or trademark, (ii) misappropriate any trade secret, (iii) infringe
any U.S. patent, (iv) be deceptive, defamatory, obscene, pornographic or
unlawful, (v) contain any viruses, worms, or other malicious computer
programming codes intended to damage a user's system or data or (vi) otherwise
violate the rights of a third party. If Customer purchases Hosting Services
from DI, Customer thereby grants DI a ##### license to use the Customer
Content as necessary for purposes of hosting Customer Web Site. DI does not
and cannot warrant or guarantee that hackers cannot penetrate its hosting
services and Customer acknowledges and accepts the risk that damage can
possibly result therefrom.

8.      Maintenance Services.  Customer may purchase Maintenance Services for
Software at DI's established rate in Exhibit B. Maintenance Services for
Developed Software Code provided under this Agreement shall only be provided if
expressly set forth in the applicable SOW.

9.      Professional Services.  DI shall exercise commercially reasonable
efforts to provide the Professional Services and the Deliverables, including
any Developed Software Code, described in any SOW, which may be entered into
by the parties during the term of this Agreement.

        (a)  Change Request Procedures. The party requesting a change to an
SOW shall submit a written Change Request (the "CR") to the other party. If
the requesting party is Customer, then DI will respond within ten (10)
business days of receipt of the CR, outlining the impact of the requested
change on the SOW and any other conditions upon which DI's willingness to
accept the CR may depend (the "CR Response"). If the requesting party is DI,
the CR

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<PAGE>

will identify such changes on the SOW as proposed by DI. Customer shall
accept, reject or propose modifications to each such DI CR or CR Response
within ten (10) business days of receipt. Additional modifications proposed by
Customer as part of such response will be handled in the same manner as a
Customer CR. An authorized representative of each party must sign each
acceptance of a CR or CR Response before it becomes effective as a
modification to the applicable SOW.

        (b)  Customer's Duties. Customer shall, in a timely manner #####, give
DI access to all technical data, computer facilities, programs, files,
documentation, test data, sample output, or other information and resources
that are required for the performance of the Professional Services. When
Professional Services are performed on site at Customer's facilities, Customer
shall provide, #####, such office space, services and equipment as DI may
require to complete the Professional Services. Any other duties of Customer
shall be set forth in the applicable SOW.

        (c)  Property Rights. Except as otherwise provided in an SOW, all
Deliverables and all intellectual property rights related thereto will be the
sole and exclusive property of DI. Upon payment in full of the amounts due
hereunder, DI grants to Customer a fully paid, ##### license, without the
right of sublicense, to use the Deliverables for the scope and purposes under
the applicable Royalty-Based License and/or Internal Use Only License, for
which Deliverables was intended. DI agrees that it will not license or deliver
to any third person or entity any Deliverables containing any Customer
Confidential Information.

        (d)  Customer Confidential. DI agrees that it shall treat as
confidential all Customer Confidential Information, shall not use such
Customer Confidential Information except for the purposes of this Agreement
and shall not disclose Customer Confidential Information to any third party
without Customer's prior written consent. DI agrees to return any Customer
Confidential Information to Customer at Customer's request upon termination of
this Agreement.

10.     Term and Termination.

        (a)  Term. The term of this Agreement shall commence on the Effective
Date and continue for a period of three (3) years unless terminated as set
forth in Section 10(b). The term of each license shall commence at such time
as Customer receives from Docent the Master Copy of such Software and shall
continue unless terminated as set forth in Section 10(b).

        (b)  Termination. DI may terminate this Agreement, and the licenses
granted hereunder, effective immediately upon written notice to Customer, if
Customer breaches any provision of this license and does not cure such breach
within thirty (30) days after receiving written notice thereof from DI.
Customer may terminate this Agreement, effective immediately upon written
notice to DI, if DI breaches any provision of this Agreement and does not cure
such breach within thirty (30) days after receiving written notice thereof
from Customer.

        (c)  Effect of Termination. Upon termination of this Agreement for any
reason, any amounts owed to DI under this Agreement before such termination
will be immediately due and payable, all licenses granted hereunder will
immediately cease and Customer must promptly discontinue all use of the
Software, destroy all copies of the Software in its possession and certify in
writing to DI that it has complied with the above.

11.     Limited Warranty.

        (a)  Software. For a period of ##### from delivery of the Master Copy
of each Software program (the "Warranty Period"), the Software will perform
substantially in accordance with its associated Documentation. If Customer
reports a reproducible failure of the Software to perform substantially in
accordance with its associated Documentation during the Warranty Period,
Customer's sole and exclusive remedy for breach of this warranty shall be that
DI will either provide Customer with a workaround or make the Software conform
to such Documentation, #####, will refund the license fee which Customer paid
for the non-conforming Software upon Customer's certification that it has
destroyed all copies, and ceased all use, of the non-conforming Software. Any
replacement Software will be warranted for the remainder of the original #####
warranty period or for ##### days from the date Customer receives the
replacement, whichever is longer. This warranty is void if failure of the
Software is due to modification, abuse, misapplication or accident.

        (b)  Professional Services. DI warrants that the Professional Services
will be performed in a professional, workmanlike and skillful

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                                      4
<PAGE>

manner. If Customer reports a breach of this warranty within #####) days after
performance of the defective Professional Services, Customer's sole and
exclusive remedy shall be to require DI to reperform the defective Professional
Services.

        (c)  No Warranty for Third Party Products. DI does not warrant third
party products provided hereunder. Any third party warranties shall, to the
extent permissible, be passed through to Customer.

12.     Disclaimer of Warranty.  DI DISCLAIMS, ON BEHALF OF ITSELF AND ITS
SUPPLIERS, ALL EXPRESS, IMPLIED OR STATUTORY WARRANTIES RELATED TO THE SOFTWARE
AND SERVICES, EXCEPT AS SET FORTH IN SECTION 11, INCLUDING, BUT NOT LIMITED TO,
THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE,
TITLE AND NONINFRINGEMENT.

13.     Indemnity.

        (a)  DI Indemnity. DI shall indemnify and hold Customer harmless from
and will defend against any third party claims that the Software infringes any
copyright, misappropriates any trade secret, or infringes any U.S. patent;
provided, Customer (i) gives DI prompt notice of any actual or threatened
claim of such infringement or misappropriation, (ii) gives control of the
defense of such claims to DI, and (iii) cooperates fully, at DI's expense,
with DI and its counsel in the defense or settlement of such claims. DI's
obligation shall not extend to a claim based on any alleged infringement
arising from (a) additions, changes or modifications to the Software by or on
behalf of Customer, (b) any incorporation of the Software or any component
thereof into any other product or process, (c) any use by Customer or its
Users of any Software subsequent to availability to Customer of a
noninfringing Update, Upgrade or otherwise superseding version of such
Software, or (d) use of the Software other than as permitted by this
Agreement.

        (b)  Customer Indemnity. Customer shall defend, indemnify and hold DI
harmless from and will defend against any third party claims, arising from or
in connection with the Customer Content, including, but not limited to, claims
that the Customer Content (1) infringes any copyright or trademark, (2)
misappropriates any trade secret or (3) infringes any U.S. patent, (4) is
deceptive, defamatory, obscene, pornographic or unlawful, (5) contains any
viruses, worms or other malicious computer programming codes intended to
damage a user's system or data, or (6) otherwise violates the rights of any
third party; provided, that DI (i) gives Customer prompt notice of any actual
or threatened claim of such infringement or misappropriation, (ii) gives
control of the defense of such claims to Customer, and (iii) cooperates fully,
at Customer's expense, with Customer and its counsel in the defense or
settlement of such claims.

14.     Limited Liability.  In no event shall either party be liable for any
consequential, incidental, or special damages whatsoever (including without
limitation, damages for loss of profits, business interruption, loss of
information, or other pecuniary loss) except #####.

15.     Dispute Resolution Procedure. In the event of any dispute arising out
of or related to this Agreement (a "Dispute") and prior to invoking any
termination remedy or initiating litigation, the following resolution
procedure must be followed. The party invoking the dispute resolution
procedure will provide the other party with a written notice detailing the
nature of the Dispute (a "Dispute Notice"). Each party shall select a
relationship manager with authority to resolve the Dispute, and the
relationship managers shall meet within ten (10) days from receipt of the
Dispute Notice. In the event that the relationship managers are unable to
resolve the Dispute within ten (10) days from their first meeting, an officer
of each party shall meet within five (5) days thereafter to discuss and look
toward a mutually satisfactory resolution of the Dispute. In the event that
the officers are unable to resolve the Dispute within ten (10) days from their
first meeting, the parties will submit the Dispute to non-binding mediation in
accordance with the rules of the American Arbitration Association. At each
stage in the escalation process, the parties agree that they will consider all
good faith and reasonable solutions and exercise all reasonable efforts to
resolve the Dispute.

16.     No Advertising or Publicity.  Neither party shall use the other party's
names, marks, codes, drawings, or specifications in any advertising, promotional
efforts, or publicity of any kind without prior written permission of the other
party.

17.     Export.  Customer may not, nor will it permit third parties to,
download or otherwise export

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                                      5
<PAGE>

or re-export the Software except in full compliance with all applicable laws and
regulations.

18.     U.S. Government End Users.  The Software is a "commercial item," as that
term is defined at 48 C.F.R. 2.101 (OCT 1995), consisting of "commercial
computer software" and "commercial computer software documentation," as such
terms are used in 48 C.F.R. 12.212 (SEPT 1995) and is provided to the U.S.
Government only as a commercial end item. Consistent with 48 C.F.R. 12.212 and
48 C.F.R. 227.7202-1 through 227.7202-4 (JUNE 1995), all U.S. Government End
Users acquire the Software with only those rights set forth herein.

19.     Benchmark Tests. #####.

20.     Sole Copies of Customer Materials. Customer represents and warrants
that it shall keep and maintain its own copy of all materials, content, data
and information that are provided to DI. DI shall not be responsible for the
safekeeping of any "sole" copy of such materials, content, data or
information.

21.     Notices. All notices under this Agreement shall be in writing, shall
be by personal delivery, facsimile transmission, commercial courier or by
certified or registered mail, and shall be deemed given upon personal
delivery, delivery by commercial courier, five (5) days after deposit in the
mail, or upon acknowledgement of receipt of electronic transmission. Notices
to DI and to Customer shall be sent to the address set forth at the beginning
of this Agreement or such other address as either party may specify in
writing.

22.     Force Majeure. Any delay in the performance of any duties or
obligations of either party (except the payment of money owed) will not be
considered a breach of this Agreement if such delay is caused by a labor
dispute; shortage of materials; fire; earthquake; flood; or any other event
beyond the control of such party, provided that such party uses reasonable
efforts, under the circumstances, to notify the other party of the
circumstances causing the delay and to resume performance as soon as possible.

23.     General.  Nothing in this Agreement shall be construed as creating any
agency, partnership or other form of joint enterprise between the parties. DI
may subcontract its duties to a third party; provided, that DI remains
responsible for the third party's actions. This Agreement is governed and
interpreted in accordance with the laws of the State of California, excluding
its conflict of law rules. The United Nations Convention on Contracts for the
International Sale of Goods is expressly disclaimed. If any provision of this
Agreement shall be deemed invalid by a court of competent jurisdiction, then
that provision shall be deemed modified to the minimum extent necessary to
make it enforceable and the validity of the remaining provisions of this
Agreement shall not be affected. This Agreement may not be assigned by either
party without the other's prior written consent, and any such attempted
assignment shall be void and of no effect; provided, however, that either
party may assign this Agreement to any successor by merger, consolidation or
sale of all or substantially all of its assets without the consent of the
other party so long as (i) the assigning parry gives written notice to the non-
assigning party of such assignment and (ii) any such assignment by Customer is
not to a direct competitor of Dl. This Agreement will be binding upon the
successors and permitted assigns of the parties and the name of a parry
appearing herein will be deemed to include the names of such party's
successor's and permitted assigns to the extent necessary to carry out the
intent of this Agreement.

24.     Acknowledgement.  Customer acknowledges that Docent incorporates
compression code from the Info-ZIP group. There are no extra charges or costs to
Customer associated with the use of this code, and the original compression
sources are freely available on the Internet from
http://www.cdrom.com/pub/infozip/ and ftp://ftp.cdrom.com/pub/infozip/.
---------------------------------     --------------------------------

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                                      6
<PAGE>

                                   EXHIBIT B

                                PAYMENT SCHEDULE

Product and Services fees are as follows:

<TABLE>
<S>                                                              <C>
 .   15,000 Internal Base License Users                           $#####

    Maintenance                                                  $#####

 .   Hosting Set-up                                               $#####

 .   Hosting (6 months @ ##### per month)                         $#####

                       TOTAL                                     $#####
</TABLE>

Payment One shall be as follows upon execution of Master License Agreement:

     $##### of which:

          $#####

          $#####

Payment Two shall be due on or before November 1, 2000

     $#####

Hosting will be paid as follows:

$#####

$#####

#####

##### CONFIDENTIAL MATERIAL REDACTED AND FILED SEPARATELY WITH THE COMMISSION

                                     - 1 -
<PAGE>

                                   EXHIBIT D

                           HOSTING SERVICES SCHEDULE

Docent provides flexible programs for application hosting on our web servers
that will allow our customer to concentrate on core business issues without
being distracted by technology and implementation. Additionally, our solution
dramatically shortens the time to deliver courses by leveraging our knowledge of
Docent products and the best way to deliver them.

We will host your online learning system in a shared environment on one or more
servers, located in one or many geographic locations, providing your users with
fast access to online coursework. The following list details the services and
products provided as part of our offering to the customer.

General

Docent reserves the right to change existing practices, conventions or operating
procedures as expansion and new technology deem necessary. Docent assumes no
responsibility for delays or problems that result from third party vendors
and/or local or long distance telephone carriers.

Maintenance

Docent will use commercially reasonable efforts to make the system available
7x24 (seven days per week; 24 hours per day) except for regularly scheduled
maintenance. Docent reserves the right to perform regularly scheduled
maintenance at regularly scheduled times. This maintenance may prevent Docent
from being accessed or used during this time period. Maintenance outside of this
schedule will be announced 24 hours in advance to the Use Administrator via
email.

        Software

Software needed to operate a Docent on-line learning site is provided and
includes the following. Special customer requests for software not listed can be
addressed as additional scope.

 .    Operating system for all servers - #####
 .    Database software for all servers - #####
 .    #####
 .    ##### and ##### server software (#####)
 .    ##### (unlimited use) for ##### (#####)
 .    Standard ##### (#####)

Operations Management

Docent provides professional system administration to insure high availability
and to deliver the following services;

 .    24 X 7 availability to end users (excepting scheduled system maintenance)
 .    2nd level support 8 X 5 to Customer staff
 .    #####
 .    Maintenance ##### as needed
 .    ##### to insure integrity, performance and availability
 .    ##### to insure customer satisfaction and predict system growth
 .    #####

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<PAGE>

        Data Center Environment

Docent utilizes #####) to assure a consistently high level of connectivity and
security. The following list is a sample of the benefits and features provided
#####.

 .    #####
 .    #####
 .    #####
 .    #####
 .    #####
 .    #####
 .    #####
 .    #####
 .    #####
 .    #####
 .    #####

##### CONFIDENTIAL MATERIAL REDACTED AND FILED SEPARATELY WITH THE COMMISSION

                                     - 3 -
<PAGE>

                                   EXHIBIT E

                         MAINTENANCE SERVICES SCHEDULE

General:  Docent reserves the right to change existing practices, conventions or
operating procedures as expansion and new technology deem necessary. Docent
Systems assumes no responsibility for delays or problems that result from third
party vendors and/or local or long distance telephone carriers.

Software Supported: #####.

Support Hours:  Docent technical support business hours are 7 a.m. to 6 p.m.,
Monday through Friday, Pacific Time. Technical support is closed on all
scheduled Docent holidays (generally consistent with all United States federal
holidays). Technical support may also be closed because of unforeseen
emergencies (e.g., weather conditions, power outages, etc.). In the event of
such emergencies, diligent efforts will be made to modify the outgoing voice
mail announcement on the telephone support line to provide reason for closure.

Voicemail:  Voice mail is used as a backup when technical support
representatives are assisting other subscribers or are otherwise not available.
Docent will use commercially reasonable efforts to return all voicemails no
later than eight (8) business hours after the receipt of the call during normal
Support hours. From the nature of the call and problems described, the Docent
technical support representative, in his or her discretion, will determine the
appropriate level of support.

Email:  Docent will use commercially reasonable efforts to provide an answer to
emails sent to ##### no later than eight (8) business hours after the receipt of
the email during normal Support hours.

First Level Support:  First Level support is the responsibility of the customer
and is also provided via the online help and FAQ documents. First Level support
is also provided by the customer's IT organization and includes answering
general service questions.

Two representatives of the customer will be designated as contacts to Docent and
may source Docent's internal knowledge base, product documentation, and Docent's
Second level support representatives. If the issue cannot be answered by the
First Level support representatives, it will then be escalated by these
representatives to Docent's Second Level support desk.

Second Level Support:  Second Level support consists of Docent support
representatives. These individuals will make every reasonable attempt to answer
the problem during the same business day, if possible. If the issue has been
investigated by Second Level Support for more than one business hours and it has
not been resolved, Second Level support will escalate the issue following the
escalation procedures described below. Customer will be notified by email or
telephone and informed of the estimated time of resolution. Follow-up messages
are sent as deemed necessary to ensure Subscriber is properly informed.

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                                       4
<PAGE>

Escalation Procedures:

 .    #####.
 .    #####.
 .    #####.
 .    #####.

2. Customer Support Severity Levels

        .    Severity 1
             #####.

        .    Severity 2
             #####.

        .    Severity 3
             #####.

        .    Severity 4
             #####.

##### CONFIDENTIAL MATERIAL REDACTED AND FILED SEPARATELY WITH THE COMMISSION

                                       5

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