Document:

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CONFIDENTIAL TREATMENT REQUESTED. CONFIDENTIAL PORTIONS OF THIS DOCUMENT HAVE
BEEN REDACTED AND HAVE BEEN SEPARATELY FILED WITH THE COMMISSION.

                                                                   EXHIBIT 10.22

                          SALE AND LICENSE AGREEMENT

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

                                   RECITALS

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

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

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

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

                                   AGREEMENT

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

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

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

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

          1.5    "Licensed Source Code" shall have the meaning stated in Section
3.3.1.

*CONFIDENTIAL MATERIAL REDACTED AND FILED SEPARATELY WITH THE COMMISSION.

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          1.6    "Limited Functionality Version of Trio" means the Licensed
Object Code with functionality limited to capabilities described in Exhibit E.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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(iv) distributing the Limited Functionality Version only pursuant to a license
agreement at least as restrictive as the End User License Agreement attached as
Exhibit G.
                 3.3.5    Restrictions. Company shall have only the rights in
                          ------------
the Licensed Source Code and the Licensed Object Code as stated in this Section
3. All rights not expressly granted to Company are reserved to Support.com.
Company shall not resell, sublicense, or redistribute the Licensed Source Code
or the Licensed Object Code to any third party, except as permitted herein.
Notwithstanding anything else, Support.com retains all title to, and, except as
expressly licensed herein, all rights to Trio, all copies and derivative works
thereof (excluding Company Integrated Products) (by whomever produced) and all
related documentation and materials regarding Trio provided by Support.com to
Company pursuant to this Section 3.

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

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

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

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

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          3.6    Restricted Customers. Support.com shall not license Trio either
                 --------------------
alone or combined with any other software and/or hardware to any of the
following companies for a period of *** commencing on the date that Support.com
exercises the Option to Purchase: ***, and ***.

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

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

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

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

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

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

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

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

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

                                      10

<PAGE>

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

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

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

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

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

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

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

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

                                      12

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

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

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

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

                                      13

*CONFIDENTIAL MATERIAL REDACTED AND FILED SEPARATELY WITH THE COMMISSION.

<PAGE>

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

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

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

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

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

                                      14

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

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

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

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

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

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

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

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

                 8.1.8    For *** commencing on the Delivery Date, the Source
Code and Object Code shall perform in substantial conformance to the applicable
documentation.

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

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

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

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

                                      15

*CONFIDENTIAL MATERIAL REDACTED AND FILED SEPARATELY WITH THE COMMISSION.

<PAGE>

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

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

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

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

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

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

                                      16

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

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

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

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

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

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

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

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

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

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

                                      17

<PAGE>

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

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

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

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

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

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

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

                                      18
<PAGE>

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

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

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

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

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

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

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

                                      19
<PAGE>

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

***, INC.

By: /s/ ***
   ---------------------------------

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

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

SUPPORT.COM

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

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

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

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

                                   Exhibit A
                                   ---------

                                  Trademarks
                                  ----------

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

Support.com (and related logos)
SupportAction

In the event Support.com exercises the Option to Purchase:
     ***
     ***
     ***
     ***

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

*** (and related logos)
***.com

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

                                   Exhibit B
                                   ---------

                                Trio Components

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

A.  *** Client

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

 .  ***
 .  ***
 .  ***
 .  ***
 .  ***

All versions of the *** Client include the following components:

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

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

 .  *** Library      this is a platform-dependent, dynamically-loaded library
                    used at runtime by ***-enabled applications. The dynamic
                    loading mechanism is different for each platform. The
                    library includes all the code to implement the *** ***
                    functionality, ***, data ***, *** creation and population,
                    and the API. The library, upon receipt of the *** () call,
                    inserts itself into the *** mechanism appropriate to each
                    platform.

                                       2

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

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

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

In addition, the *** version of the *** Client contains some extra functionality
that allows it to be "***" into an application at *** without having to change
the *** or *** any *** components to the application. These components are part
of the "***" mechanism:

 .  ***              this application runs at startup and calls the ***API to ***
                    the *** of *** applications. When an application ***, a
                    local list of files names is checked. If the application's
                    file name is in the list, then that application is "***".
                    *** also provides a user interface in the *** that allows
                    the user to initiate the creation of a ***.

 .  ***              this ***is "***" into the application by ***. During
                    application startup, this code gets control and essentially
                    executes a call to the *** API function *** () on *** of the
                    application. This loads the *** Library into the process
                    space.

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

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

 .  Java support     this is Java code that allows a portion of the *** Client
                    API to be called from Java applications running on ***
                    platforms. This is primarily a *** layer that calls the ***
                    API via *** mechanism. Java compatibility is not officially
                    supported and this code has not been maintained (although it
                    works). Also, automatic *** in Java is not possible, but a
                    reasonable facsimile can be accomplished with a "***"***
                    that calls the *** API

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

                                       3

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

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

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

B  *** Server

The *** Server runs on ***. (It will run on *** with the  *** release to ***.)
The Server comprises the following:

 .  ***              this is a web server extension for *** on *** and *** on
                    ***. The *** sits outside the firewall and *** incoming ***
                    with the network connection to the ***. This is an extremely
                    light-weight component and it does not interpret the data;
                    it simply acts as a *** to ensure firewall integrity.

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

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

                                       4

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

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

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

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

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

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

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

 .  Installer        this is the "script" for *** that installs the *** Server
                    components onto an *** system.

 .  *** Modules      these are *** objects registered as ***. *** Modules for the
                    *** and *** have been implemented. Each uses *** APIs to
                    create new ***
                                       5

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

                    and to *** them from the contents of the ***. Common classes
                    used in each use *** configuration data that describes the
                    *** between the *** and the ***. A *** application is also
                    provided as an authoring/administration tool for the
                    configuration data so that *** can be easily created and
                    maintained.

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

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

                                       6

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

                                   Exhibit C
                                   ---------

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

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

                                       7

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

                                   Exhibit D
                                   ---------

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

Patents, Applications, and Registrations
----------------------------------------
***

***

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

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

                                       8

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

                                   Exhibit E
                                   ---------

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

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

     A.   Trio Client

             1.   Only versions for ***, ***, and *** systems will be supported.
                  Company will not distribute versions of the Trio Client for
                  *** or *** systems.
             2.   All copies of the Trio Client distributed by Company will use
                  the same user interface, as Company may update it from time to
                  time.
             3.   All copies of the Trio client will share a single ***
                  describing the data to be *** by the client; such *** will not
                  be modifiable except by Company Employees.
             4.   The Trio Client will *** information only upon initiation by
                  the end user. Non-end user initiated events will not be used
                  to initiate ***.
             5.   The Trio Client will *** information only and will not perform
                  *** to collect *** information. The Trio Client will not ***
                  information, such as ***, *** contents, *** values, and ***.
             6.   The Trio Client may *** and *** and *** between the user and
                  the system and applications
             7.   The Trio Client will communicate only with the Trio Server
                  operated by Company in conjunction with the Company Support
                  Website, and will send *** information only to that Trio
                  Server.

     B.  Trio Server

             1.   Access will be available to the data for only a single *** at
                  a time. In particular this means users will not be able to
                  view lists of available ***.
             2.   Reports that contain information from multiple *** will not be
                  available. It
                  will not be possible to create or edit report definitions.
             3.   No graphic report formats (pie charts, bar charts, etc.) will
                  be available.
             4.   The Trio Server will not initiate the creation of *** within
                  *** systems.
             5.   The Trio Server web interface will be restricted to disallow
                  access to the Server *** section.
             6.   It will not be possible to create or edit Trio Client
                  configurations and Trio *** files.
             7.   No access to Trio ***, plug-in ***, or plug-in *** will be
                  provided.
             8.   Web access to the Trio Server will be available only to users
                  with registered, validated Company accounts.

                                       9

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

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

                                      10
<PAGE>

                                   Exhibit F
                                   ---------

                                      ***

*CONFIDENTIAL MATERIAL REDACTED AND FILED SEPARATELY WITH THE COMMISSION.

                                      11
<PAGE>

                                   Exhibit G
                                   ---------

                           End User License Agreement

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

1.      LICENSE.
        -------

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

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

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

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

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

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

                                      12
<PAGE>

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

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

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

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

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

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

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

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

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

ACCEPTED BY:

                                      13
<PAGE>

Licensee:                                     Licensor:
          -------------------------------              -----------------------
Name:                                         Name:
          -------------------------------          ---------------------------
Title:                                        Title:
          -------------------------------           --------------------------
Date:                                         Date:
          -------------------------------          ---------------------------

                                      14<PAGE>

                                                                     EXHIBIT 4.2

                             AMENDED AND RESTATED
                          INVESTORS' RIGHTS AGREEMENT

                                 June 30, 1999
<PAGE>

                               TABLE OF CONTENTS
<TABLE>
<CAPTION>

                                                                            Page
                                                                            ----
 <C>        <S>                                              <C>
 1.   INFORMATION RIGHTS AND RIGHT OF REFUSAL.............   1
      1.1  Financial Information..........................   1
      1.2  Inspection Rights..............................   2
      1.3  Board Visitation Rights........................   2
      1.4  Right of Refusal...............................   2
      1.5  Vesting Imposed................................   3
      1.6  Termination of Certain Rights..................   3
2.    REGISTRATION RIGHTS.................................   4
      2.1  Definitions....................................   4
      2.2  Request for Registration.......................   5
      2.3  Piggyback Registrations........................   6
      2.4  Form S-3 Registration..........................   8
      2.5  Obligations of the Company.....................   9
      2.6  Furnish Information............................  10
      2.7  Delay of Registration..........................  10
      2.8  Indemnification................................  10
      2.9  Rule 144 Reporting.............................  12
      2.10 Termination of the Company's Obligations.......  13
      2.11 Limitations on Subsequent Registration Rights..  13
      2.12 "Market Stand-Off" Agreement...................  13
      2.13 S-3 Registration Requirements..................  14
3.    RIGHT OF FIRST OFFER................................  14
      3.1  General                                          14
      3.2  New Securities.................................  14
      3.3  Procedures.....................................  15
      3.4  Failure to Exercise............................  15
      3.5  Termination....................................  16
4.    ASSIGNMENT AND AMENDMENT............................  16
      4.1  Assignment.....................................  16
      4.2  Amendment of Rights............................  17
5.    DRAG ALONG RIGHTS...................................  17
      5.1  Drag Along Right...............................  17
6.    GENERAL PROVISIONS..................................  17
      6.1  Notices                                          17
      6.2  Entire Agreement...............................  18
      6.3  Governing Law..................................  18
</TABLE>

                                       i
<PAGE>

<TABLE>
<CAPTION>
 <C>       <S>                                              <C>
      6.4  Severability...................................  18
      6.5  Third Parties..................................  18
      6.6  Successors And Assigns.........................  18
      6.7  Captions.......................................  18
      6.8  Counterparts...................................  18
      6.9  Costs And Attorneys' Fees......................  18
     6.10  Adjustments for Stock Splits, etc..............  18
     6.11  Termination of Prior Agreement.................  18
     6.12  Aggregation of Stock...........................  18
</TABLE>

Exhibit A - Schedule of Investors
Exhibit B - Schedule of Prior Investors

                                       ii
<PAGE>

                          INVESTORS' RIGHTS AGREEMENT

     This Amended and Restated Investors' Rights Agreement (this "Agreement")
                                                                  ---------
is made and entered into as of June 30, 1999 (the "Effective Date") by and among
                                                   --------------
Digital Broadcast Network, a Missouri corporation (the "Company"), certain
                                                        -------
purchasers of the Company's Class A Common Stock, listed on Exhibit A hereto
(each, a "Prior Investor" and collectively, the "Prior Investors"), and the
          --------------                         ---------------
Investors listed on Exhibit B hereto (each, a "Series A Investor", and
                                               -----------------
collectively with the Prior Investors, the "Investors").
                                            ---------

                                R E C I T A L S
                                - - - - - - - -

     WHEREAS, each of the Prior Investors posses certain registration rights,
information rights, rights of first refusal and other rights pursuant to a
Rights Agreement by and among the Company and each of the Prior Investors (each,
a "Prior Agreement" and collectively, the "Prior Agreements");
   ---------------                         ----------------

     WHEREAS, each of the Prior Agreements may be amended only with the written
consent of the Company and the Prior Investors;

     WHEREAS, each of the Series A Investors is a party to the Series A
Preferred Stock Purchase Agreement of even date herewith (the "Series A
                                                               --------
Agreement") between the Company and the Series A Investors, pursuant to which
---------
the Series A Investors are purchasing shares of the Series A Preferred Stock of
the Company (the "Series A Stock");
                  --------------

     WHEREAS, in order to induce the Company to enter into the Series A
Agreement and to induce the Series A Investors to invest funds in the Company
pursuant to the Series A Agreement, each of the Prior Investors hereby agree to
waive its rights under its respective Prior Agreement and to amend and restate
in its entirety its respective Prior Agreement, and the Investors and the
Company hereby agree that this Agreement shall govern the rights of the
Investors to cause the Company to register shares of the common stock of the
Company (the "Common Stock") issued or issuable to such Investors and to such
              ------------
other persons described in this Agreement, and certain other matters as set
forth herein;

     NOW, THEREFORE, in consideration of the foregoing recitals and the mutual
promises hereinafter set forth, the parties hereto agree as follows:

     1.  INFORMATION RIGHTS AND RIGHT OF REFUSAL.

          1.1  Financial Information.  The Company covenants and agrees that,
               ---------------------
commencing on the date of this Agreement, (i) with respect to each of the Prior
Investors, for so long as it holds at least 40% of the Class A Common Stock (the
"Class A Stock") purchased by it pursuant to the respective Stock Purchase
 -------------
Agreement, by and among the Company and such Prior Investors (each, a "Class A
                                                                       -------
Agreement"), and (ii) with respect to each Series A Investor, for so long as it
---------
holds at least 40% of the Series A Stock purchased by it pursuant to the Series
A Agreement, and/or the equivalent
<PAGE>

number (on an as-converted basis) of shares of Common Stock issued upon
conversion of such shares of Series A Stock (the "Series A Conversion Stock"),
                                                  -------------------------
the Company will:

               (a)  Annual Reports.  Furnish to such Investor, as soon as
                    --------------
practicable and in any event within 120 days after the end of each fiscal year
of the Company, an audited consolidated balance sheet as of the end of such
fiscal year, an audited consolidated statement of operations and an audited
consolidated statement of cash flows of the Company and its subsidiaries for
such year, setting forth in each case in comparative form the figures from the
Company's previous fiscal year (if any), all prepared in accordance with
generally accepted accounting principles and practices and compiled by an
independent certified public accountant;

               (b)  Quarterly Reports.  Furnish to such Investor as soon as
                    -----------------
practicable, and in any case within 45 days of the end of each fiscal quarter of
the Company (except the last quarter of the Company's fiscal year), quarterly
unaudited financial statements, including an unaudited balance sheet, an
unaudited statement of operations and an unaudited statement of cash flows,
together with a comparison to the Company's operating plan and budget and
statements of the Chief Financial Officer, or other comparable officer,
explaining any significant differences in the statements from the Company's
operating plan and budget for the period and stating that such statements are in
accordance with and were prepared from the books and records of the Company as
of the date and for the fiscal quarter covered, and fairly present the financial
position of the Company;

               (c)  Annual Budget.  Furnish to such Investor (i) monthly
                    -------------
financial statements compared against the Company's annual operating plan, as
provided to the board of directors of the Company (the "Board"), and (ii) a copy
                                                        -----
of the Company's annual operating plan, prepared on a monthly basis, within 30
days prior to the beginning of the Company's fiscal year.

          1.2  Inspection Rights.  As to each Prior Investor, for so long as
               -----------------
such Prior Investor holds at least 40% of the shares of Class A Stock purchased
by it pursuant to its respective Class A Agreement and as to Series A Investor,
for so long such Series A Investor holds at least 40% of the shares of the
Series A Stock purchased by it pursuant to the Series A Agreement, and/or the
equivalent number (on an as-converted basis) of shares of Series A Conversion
Stock or any combination thereof, the Company shall permit such Investor, at
such Investor's expense, to visit and inspect the Company's properties, to
examine its books of account and records and to discuss the Company's affairs,
finances and accounts with its officers, all at such reasonable times as may be
requested by such Investor, but not exceeding once in each fiscal quarter;
provided however, that the Company shall not be obligated under this Section 1.2
----------------
to provide information which it deems in good faith to be a trade secret or
similar confidential information if the Prior Investor or Series A Investor does
not first execute an appropriate nondisclosure agreement, and/or does not comply
with the Company's reasonable security procedures.

          1.3  Board Visitation Rights.  The Company covenants and agrees that,
               -----------------------
as to each Series A Investor, for so long as such Series A Investor holds at
least 600,000 shares of the Series A Stock purchased by it pursuant to the
Series A Agreement, and/or the equivalent number (on an as-converted basis) of
shares of Series A Conversion Stock, one (1) representative designated by such
Series A Investor (a "Series A Investor's Representative") (i) shall be entitled
                      ----------------------------------
to attend each meeting of the Board as an observer and shall be given reasonable
notice of each meeting of the

                                     - 2 -
<PAGE>

Board in the same manner and at the same time that directors of the Company are
given notice of such meeting and (ii) shall be entitled to receive the same
information, documents and Board packages distributed to the other directors in
connection with such meeting and (iii) any and all such other documents which
are in the ordinary course distributed to the members of the Board. Each Series
A Investor and Series A Investor's Representative shall comply with all
reasonable confidentiality restrictions and guidelines imposed by the Company
with respect to such information and the matters discussed in such meetings. Any
Series A Investor's Representative may be changed or replaced from time to time
at a particular Series A Investor's discretion by written notice to the Company.
Failure to give reasonable notice shall not be deemed to negate the affirmative
vote or consent of the board of directors of the Company.

          1.4  Right of Refusal.
               ----------------

               (a)  Defined.  As used in this Section 1.4, the term "Right of
                    -------                                          --------
Refusal" means a right of first refusal granted to the Company by a
-------
securityholder of the Company pursuant to a written agreement (including the Co-
Sale Agreement dated the date hereof, by and between the Company and certain
shareholders is set forth therein) which provides that if such securityholder or
its assigns offers to sell, pledge or otherwise transfer any shares of the
Company's capital stock to any third party (a "Prospective Transferee"), then
                                               ----------------------
the Company shall first be entitled to purchase all or some portion of such
offered shares at the same price and on the same terms offered to the
Prospective Transferee; provided, such Right of Refusal shall not be applicable
                        --------
to: (i) a gratuitous transfer of such shares, provided and only if such
transferor obtains the Company's prior written consent to such transfer; which
such consent shall not be unreasonably withheld (ii) a transfer of title to such
shares effected pursuant to the transferor's will or the laws of intestate
succession; or (iii) a transfer to the Company in pledge as security for any
purchase-money indebtedness incurred by the transferor in connection with the
acquisition of such shares.

          (b)  Representation; Covenant to Maintain Right of Refusal.  The
               -----------------------------------------------------
Company represents and warrants to the Series A Investors that all shares of
Common Stock that are outstanding on the Effective Date or that are subject to
any stock options or similar rights to acquire shares of Common Stock from the
Company that are outstanding on the Effective Date, are subject, to a Right of
Refusal in favor of the Company, except as provided in Schedule 1.4(b) hereto.
The Company further covenants and agrees with the Series A Investors to impose a
Right of Refusal with respect to: (i) all shares of Common Stock and any other
shares of the Company's capital stock (other than shares purchased by the
                                       ----------
Investors, shares purchased pursuant to the Series A Agreement or shares issued
pursuant to pre-existing agreements, including the Company's employee stock
option plan to be approved by the Company's shareholders) that are hereafter
issued by the Company or that may hereafter be subject to any stock options,
warrants or similar rights granted by the Company; and (ii) any shares issued in
replacement of the shares described in (i) above, or as a result of a stock
dividend or stock split in respect of such shares or in replacement of such
shares in a recapitalization or similar transaction (the shares of the Company's
stock described in (i) and (ii) above hereinafter referred to as "Subject
                                                                  -------
Shares"). The Company shall not assign any Right of Refusal it holds to purchase
------
Subject Shares to any party other than the Series A Investors without the prior
written consent of each such Series A Investor.

                                     - 3 -
<PAGE>

          (c)  Grant of Secondary Refusal Right to Investors.  If the Company
               ---------------------------------------------
declines to fully exercise its Right of Refusal with respect to any Subject
Shares, it must so notify each Investor in writing at least 20 days prior to the
expiration of the Company's Right of Refusal with respect to any Subject Shares,
and then each Investor shall have the right, for a period of 20 days after
receipt of the Company's written notice that the Company has declined to fully
exercise the Right of Refusal with respect to any such Subject Shares, to
purchase that percentage of the remaining Subject Shares determined by dividing
(i) the total number of shares of Class A Stock and/or Series A Stock (the
"Preferred Stock") then owned by such Investors by (ii) the total number of
 ---------------
shares of Preferred Stock then owned by all Investors, at the same price and on
the same terms that such Subject Shares were offered to the Prospective
Transferee(s) of such Subject Shares; provided however, that if any such
                                      ----------------
Prospective Transferee has offered to pay for any Subject Shares with property,
services or any other non-cash consideration, then the Investors shall
nevertheless have the right to pay for such Subject Shares with cash in an
amount equal to the fair value of the non-cash consideration offered by the
Prospective Transferee in question, where the fair value of such non-cash
consideration shall be conclusively determined in good faith by the Board.

          1.5  Vesting Imposed.  The Company shall maintain, and shall not
               ---------------
modify, the Right of Refusal, the vesting conditions or the repurchase rights
described in Section 3.28 of the Series A Agreement as such apply to each of the
Founders (as defined below), without the prior written consent of the holders of
at least 60% of the Series A Stock, which consent will not be unreasonably
withheld. As used herein, the term "Founders" means Mark Ivie, Rich Skoba, and
                                    --------
Bernard Schneider.

          1.6  Termination of Certain Rights.  The Company's obligations under
               -----------------------------
Sections 1.1 through 1.5 above will terminate upon the earlier of: (a) the
closing of the Company's initial firm commitment underwritten public offering of
its Common Stock pursuant to an effective registration statement filed under the
Securities Act of 1933, as amended (the "Securities Act"), which would trigger
                                         --------------
the automatic conversion of each outstanding share of Series A Stock; or (b) the
closing of an acquisition of the Company by another corporation or entity by a
consolidation or merger in which the holders of the Company's outstanding voting
stock immediately prior to such transaction own, immediately after such
transaction, securities representing less than 50% of the voting power of the
corporation or other entity surviving such transaction. Notwithstanding the
foregoing, the Company's obligations under Section 1.3 will only terminate upon
the earlier to occur of (i) the date on which all of the shares of the Series A
Stock cease to be Restricted Securities under the Securities Act, (ii) the date
on which the holders of the Series A Stock no longer have a contractual right to
nominate members of the Board or (iii) the date on which any Investor having
rights under Section 1.3 ceases to hold at least 600,000 shares (as adjusted for
stock splits, dividends or recombination) of the Series A Stock.

     2.  REGISTRATION RIGHTS.

          2.1  Definitions.  For purposes of this Section 2:
               -----------

               (a)  Registration.  The terms "register", "registered" and
                    ------------              --------    ----------
"registration" refer to a registration effected by preparing and filing a
 ------------
registration statement or similar document in

                                     - 4 -
<PAGE>

compliance with the Securities Act, and the declaration or ordering of
effectiveness of such registration statement or document.

              (b)  Registrable Securities.  The term "Registrable Securities"
                   ----------------------             ----------------------
means: (1) all the shares of Common Stock issued or issuable upon the conversion
of any shares of Series A Stock and (2) any shares of Common Stock issued as (or
issuable upon the conversion or exercise of any warrant, right or other security
which is issued as) a dividend or other distribution with respect to, in
exchange for or in replacement of any shares of Common Stock or Series A Stock
described in clause (1) of this subsection (b) and (3) the shares of Class A
Stock purchased by the Prior Investors pursuant to their respective Class A
Agreements; excluding in all cases, however, any Registrable Securities sold by
            ---------
a person in a transaction in which rights under this Section 2 are not assigned
 in accordance with this Agreement or any Registrable Securities sold to the
public or sold pursuant to Rule 144 promulgated under the Securities Act.
Notwithstanding the foregoing, the term Registrable Securities shall include,
for purposes of Sections 2.3 and 2.8 hereof only, shares of Class A Common Stock
held by the holders of the Class A Common Stock, as of the date hereof.

               (c)  Registrable Securities Then Outstanding.  The number of
                    ---------------------------------------
shares of "Registrable Securities then outstanding" shall mean the number of
           ---------------------------------------
shares of Common Stock which are Registrable Securities and (1) are then issued
and outstanding or (2) are then issuable pursuant to the exercise or conversion
of then outstanding and then exercisable options, warrants or convertible
securities.

               (d)  Holder.  For purposes of Sections 2, 3 and 4 of this
                    ------
Agreement, the term "Holder" means any person owning of record Registrable
                     ------
Securities or any assignee of record of such Registrable Securities to whom
rights under Section 2 or Section 3 have been duly assigned in accordance with
this Agreement; provided however, that for purposes of this Agreement, a record
                -------- -------
holder of shares of Series A Stock convertible into such Registrable Securities
shall be deemed to be the Holder of such Registrable Securities; and provided
                                                                     --------
further, that the Company shall in no event be obligated to register shares of
-------
Series A Stock, and that Holders of Registrable Securities will not be required
to convert their shares of Series A Stock into Common Stock in order to exercise
the registration rights granted hereunder until immediately before the closing
of the offering to which the registration relates (and then only to the extent
necessary to sell the Registrable Securities to be sold in such offering).
Notwithstanding the foregoing, the term Holder shall include, for purposes of
Sections 2.3 and 2.8 hereof only, each of the holders of the Class A Common
Stock.

               (e)  Form S-3.  The term "Form S-3" means such form under the
                    --------             --------
Securities Act as is in effect on the date hereof or any successor registration
form under the Securities Act subsequently adopted by the SEC which permits
inclusion or incorporation of substantial information by reference to other
documents filed by the Company with the SEC.

               (f)  SEC.  The term "SEC" or "Commission" means the U.S.
                    ---             ---      ----------
Securities and Exchange Commission.

                                     - 5 -
<PAGE>

          2.2  Request for Registration.
               ------------------------

               (a)  If the Company shall receive at any time subsequent to the
third anniversary of the Closing (as such term is defined in the Series A
Agreement) a written request from the Holders of at least 50% of the Registrable
Securities then outstanding that the Company file a registration statement under
the Securities Act having an aggregate offering price of not less than
$25,000,000, then the Company shall:

                    (i)  within 20 days of the receipt thereof, give written
notice of such request to all Holders; and

                    (ii) use its best efforts to effect as soon as practicable,
in accordance with Section 2.5 below, the registration under the Securities Act
of all Registrable Securities which the Holders request to be registered,
subject to the limitations of subsection 2.2(b).

               (b)  If the Holders initiating the registration request
hereunder (the "Initiating Holders") intend to distribute the Registrable
Securities covered by their request by means of an underwriting, they shall so
advise the Company as a part of their request made pursuant to subsection 2.2(a)
and the Company shall include such information in the written notice referred to
in subsection 2.2(a). The underwriter will be selected by the Company and shall
be reasonably acceptable to a majority in interest of the Initiating Holders. In
such event, the right of any Holder to include his or her Registrable Securities
in such registration shall be conditioned upon such Holder's participation in
such underwriting and the inclusion of such Holder's Registrable Securities in
the underwriting (unless otherwise mutually agreed by a majority in interest of
the Initiating Holders and such Holder) to the extent provided herein. All
Holders proposing to distribute their securities through such underwriting shall
(together with the Company as provided in subsection 2.5(e)) enter into an
underwriting agreement in customary form with the underwriter or underwriters
selected for such underwriting. Notwithstanding any other provision of this
Section 2.2, if the underwriter advises the Initiating Holders in writing that
marketing factors require a limitation of the number of shares to be
underwritten, then the Initiating Holders shall so advise all Holders of
Registrable Securities which would otherwise be underwritten pursuant hereto,
and the number of shares of Registrable Securities that may be included in the
underwriting shall be allocated among all Holders thereof, including the
Initiating Holders, in proportion (as nearly as practicable) to the amount of
Registrable Securities requested to be registered by each Holder; provided
                                                                  --------
however, that the number of shares of Registrable Securities to be included in
-------
such underwriting shall not be reduced unless all other securities are first
entirely excluded from the underwriting.

          (c)  Notwithstanding the foregoing, the Company may delay filing a
registration statement, and may withhold efforts to cause the registration
statement to become effective, if the Company (i) determines in good faith that
such registration might interfere with the negotiation or completion of any
transaction that is being executed by the Company (whether or not a final
decision has been made to close such transaction) at the time the right to delay
is exercised, or (ii) shall furnish to the Holders requesting a registration
statement pursuant to this Section 2.2 a certificate signed by the Chief
Executive Officer of the Company stating that in the good faith judgment of the
Board it would be seriously detrimental to the Company and its shareholders for
such registration statement to be filed and it is therefore essential to deter
the filing of such

                                     - 6 -
<PAGE>

registration statement, the Company shall have the right to defer taking action
with respect to such filing for a period of not more than 90 days after receipt
of the request of the Initiating Holders; provided however, that the Company may
                                          -------- -------
not utilize either of these rights more than once in any 12-month period. If,
after a registration statement becomes effective, the Company advises the
Holders of registered shares that the Company considers it appropriate for the
registration statement to be amended, the Holders of such shares shall suspend
any further sales of their registered shares until the Company advises them that
the registration statement has been amended.

               (d)  In addition, the Company shall not be obligated to effect,
or to take any action to effect, any registration pursuant to this Section 2.2:

                    (i)  after the Company has effected two registrations
pursuant to this Section 2.2 and such registrations have been declared or
ordered effective;

                    (ii) during the period starting with the date 90 days
prior to the Board's good faith estimate of the filing date (provided that
notice of such estimated filing date is given to the Initiating Holders within
30 days of their request for registration) and ending on the date 180 days after
the effective date of, a registration subject to Section 2.3 hereof; provided
that the Company is actively employing in good faith reasonable efforts to cause
such registration statement to become effective; or

                    (iii)  if the Initiating Holders propose to dispose of
shares of Registrable Securities that may be immediately registered on Form S-3
pursuant to a request made pursuant to Section 2.4 below.

               (e)  The Company shall pay all expenses incurred in connection
with each registration requested pursuant to this Section 2.2 (excluding
underwriters' or brokers' discounts and commissions and the selling Holders' pro
rata share of applicable filing fees and registration fees) including, without
limitation, all printers', attorneys' and accounting fees and the reasonable
fees and disbursements of one counsel for the selling Holder or Holders and
counsel for the Company, and the Company's pro rata share of applicable filing
fees and registration fees.

          2.3  Piggyback Registrations.  The Company shall notify all Holders
               -----------------------
of Registrable Securities in writing at least 30 days prior to filing any
registration statement under the Securities Act for purposes of effecting a
public offering of securities of the Company (including, but not limited to,
registration statements relating to secondary offerings of securities of the
Company, but (i) excluding registration statements relating to any registration
                 ---------
under Section 2.4 of this Agreement, to a stock option, stock purchase or
similar plan or any transaction registered pursuant to Rule 145 promulgated
under the Securities Act (a "Rule 145 Transaction"), and (ii) excluding a
                                                              ---------
registration on any form which does not include substantially the same
information as would be required to be included in a registration statement
covering the sale of the Registrable Securities or a registration in which the
only Common Stock being registered is Common Stock issuable upon conversion of
debt securities which are also being registered) and will afford each such
Holder an opportunity to include in such registration statement all or any part
of the Registrable Securities then held by such Holder. Each Holder desiring to
include in any such registration statement all or any part of the Registrable
Securities held by such Holder shall, within 20 days after receipt of the above-
described

                                     - 7 -
<PAGE>

notice from the Company, so notify the Company in writing, and in such notice
shall inform the Company of the number of Registrable Securities such Holder
wishes to include in such registration statement. If a Holder decides not to
include all of its Registrable Securities in any registration statement
thereafter filed by the Company, such Holder shall nevertheless continue to have
the right to include any Registrable Securities in any subsequent registration
statement or registration statements as may be filed by the Company with respect
to offerings of its securities, all upon the terms and conditions set forth
herein. Any Holder who elects to include some or all of its Registrable
Securities pursuant to this Section 2.3 shall cooperate with the Company in the
preparation of any and all documents and instruments the Company deems necessary
or convenient for the preparation of any applicable registration statement, and
such Holders shall supply the Company with any and all information the Company
deems necessary or convenient with respect to any registration statement.

               (a)  Underwriting.  If a registration statement for which the
                    ------------
Company gives notice pursuant to this Section 2.3 is for an underwritten
offering, then the Company shall so advise the Holders of Registrable
Securities. In such event, the right of any Holder's Registrable Securities to
be included in a registration pursuant to this Section 2.3 shall be conditioned
upon such Holder's participation in such underwriting and the inclusion of such
Holder's Registrable Securities in the underwriting to the extent provided
herein. All Holders proposing to distribute their Registrable Securities through
such underwriting shall enter into an underwriting agreement in customary form
with the managing underwriter or underwriter(s) selected for such underwriting.
Notwithstanding any other provision of this Agreement, if the managing
underwriter(s) determine(s) in good faith that marketing factors require a
limitation of the number of shares to be underwritten, then the managing
underwriter(s) may exclude shares (including Registrable Securities) from the
registration and the underwriting, and the number of shares that may be included
in the registration and the underwriting shall be allocated, first, to the
                                                             -----
Company and second, to each of the Holders requesting inclusion of their
            ------
Registrable Securities in such registration statement on a pro rata basis based
upon the total number of Registrable Securities requested to be registered by
such Holder, provided, however, that the right of the underwriters to exclude
             --------  -------
shares (including Registrable Securities) from the registration and underwriting
as described above shall be restricted so that: (i) the number of Registrable
Securities included in any such registration is not reduced below 25% of all the
shares included in the registration, except for a registration relating to the
Company's initial public offering of its Common Stock, from which all
Registrable Securities may be excluded; and (ii) all shares that are not
Registrable Securities shall first be excluded from such registration and
underwriting before any Registrable Securities are so excluded. If any Holder
disapproves of the terms of any such underwriting, such Holder may elect to
withdraw therefrom by written notice to the Company and the underwriter,
delivered at least 10 business days prior to the effective date of the
registration statement. Any Registrable Securities excluded or withdrawn from
such underwriting shall be excluded and withdrawn from the registration. For any
Holder which is a partnership or corporation, the partners, retired partners and
shareholders of such Holder, or the estates and family members of any such
partners and retired partners and any trusts for the benefit of any of the
foregoing persons shall be deemed to be a single "Holder", and any pro rata
reduction with respect to such "Holder" shall be based upon the aggregate amount
of shares carrying registration rights owned by all entities and individuals
included in such "Holder", as defined in this sentence.

               (b)  Expenses.  All expenses incurred in connection with a
                    --------
registration pursuant to this Section 2.3 (excluding underwriters' and brokers'
discounts and commissions)

                                     - 8 -
<PAGE>

including, without limitation, all federal and "blue sky" registration and
qualification fees, printers' and accounting fees and disbursements of one
counsel for the selling Holder or Holders and counsel for the Company shall be
borne by the Company.

          2.4  Form S-3 Registration.  In case the Company shall receive from
               ---------------------
any Holder or Holders of at least 40% of all Registrable Securities then
outstanding a written request or requests that the Company effect a registration
on Form S-3 and any related qualification or compliance with respect to all or a
part of the Registrable Securities owned by such Holder or Holders, then the
Company will:

               (a)  Notice.  Promptly, but in no event later than 20 days
                    ------
after receipt of the Holders' request give written notice of the proposed
registration and the Holder's or Holders' request therefor, and any related
qualification or compliance, to all other Holders; and

              (b)  Registration.  As soon as practicable, effect such
                   ------------
registration and all such qualifications and compliances as may be so requested
and as would permit or facilitate the sale and distribution of all or such
portion of such Holder's or Holders' Registrable Securities as are specified in
such request, together with all or such portion of the Registrable Securities of
any other Holder or Holders joining in such request as are specified in a
written request given within 20 days after receipt of such written notice from
the Company; provided however, that the Company shall not be obligated to effect
             -------- -------
any such registration, qualification or compliance pursuant to this Section 2.4.

                    (1)  if Form S-3 is not available for such offering by the
Holders;

                    (2)  if the Holders, together with the holders of any other
securities of the Company entitled to inclusion in such registration, propose to
sell Registrable Securities and such other securities (if any) at an aggregate
price to the public of less than $5,000,000;

                    (3)  If the Company elects to delay filing a registration
statement, and withholding efforts to cause the Form S-3 registration statement
to become effective, if the Company (i) determines in good faith that such
registration might interfere with the negotiation or completion of any
transaction that is being executed by the Company (whether or not a final
decision has been made to close such transaction) at the time the right to delay
is exercised or (ii) shall furnish to the Holders a certificate signed by the
President or Chief Executive Officer of the Company stating that in the good
faith judgment of the Board, it would be seriously detrimental to the Company
and its shareholders for such Form S-3 Registration to be effected at such time,
in which event the Company shall have the right to defer the filing of the Form
S-3 registration statement no more than once during any 12-month period for a
period of not more than 90 days after receipt of the request of the Holder or
Holders under this Section 2.4. If, after a Form S-3 registration statement
becomes effective, the Company advises the holders of registered shares that the
Company considers it appropriate for such registration statement to be amended,
the holders of such shares shall suspend any further sales of their registered
shares until the Company advises them that such registration statement has been
amended.

                                     - 9 -
<PAGE>

                    (4)  if the Company has, within the 12-month period
preceding the date of such request, already effected one registration on Form S-
3 for the Holders pursuant to this Section 2.4.

               (c)  Expenses.  The Company shall pay all expenses incurred in
                    --------
connection with each registration requested pursuant to this Section 2.4
(excluding underwriters' or brokers' discounts and commissions) including,
without limitation, all filing, registration and qualification, printers',
attorneys' and accounting fees and the reasonable fees and disbursements of one
counsel for the selling Holder or Holders and counsel for the Company.

          2.5  Obligations of the Company.  Whenever required to effect the
registration of any Registrable Securities under this Agreement, the Company
shall, as expeditiously as reasonably possible:

               (a)  Prepare and file with the SEC a registration statement
with respect to such Registrable Securities and use its best efforts to cause
such registration statement to become effective, and, upon the request of the
Holders of a majority of the Registrable Securities registered thereunder, keep
such registration statement effective for up to 90 successive days.

               (b)  Prepare and file with the SEC such amendments and
supplements to such registration statement and the prospectus used in connection
with such registration statement as may be necessary to comply with the
provisions of the Securities Act with respect to the disposition of all
securities covered by such registration statement.

               (c)  Furnish to the Holders such number of copies of a
prospectus, including a preliminary prospectus, in conformity with the
requirements of the Securities Act, and such other documents as they may
reasonably request in order to facilitate the disposition of the Registrable
Securities owned by them that are included in such registration.

               (d)  Use its reasonable efforts to register and qualify the
securities covered by such registration statement under such other securities or
blue sky laws of such jurisdictions as shall be reasonably requested by the
Holders, provided that the Company shall not be required in connection therewith
or as a condition thereto to qualify to do business or to file a general consent
to service of process in any such states or jurisdictions.

               (e)  In the event of any underwritten public offering, enter
into and perform its obligations under an underwriting agreement, in usual and
customary form, with the managing underwriter(s) of such offering. Each Holder
participating in such underwriting shall also enter into and perform its
obligations under such an underwriting agreement.

               (f)  Cause all such Registrable Securities registered pursuant
hereunder to be listed on each securities exchange on which similar securities
issued by the Company are then listed.

               (g)  Provide a transfer agent and registrar for all Registrable
Securities registered pursuant hereunder and a CUSIP number for all such
Registrable Securities, in each case not later than the effective date of such
registration.

                                     - 10 -
<PAGE>

               (h)  Notify each Holder covered by such registration statement
at any time when a prospectus relating thereto is required to be delivered under
the Securities Act of the happening of any event as a result of which the
prospectus included in such registration statement, as then in effect, includes
an untrue statement of a material fact or omits to state a material fact
required to be stated therein or necessary to make the statements therein not
misleading in the light of the circumstances then existing.

               (i)  Furnish, at the request of any Holder requesting
registration of Registrable Securities, on the date that such Registrable
Securities are delivered to the underwriters for sale, if such securities are
being sold through underwriters, or, if such securities are not being sold
through underwriters, on the date that the registration statement with respect
to such securities becomes effective, (i) an opinion, dated as of such date, of
the counsel representing the Company for the purposes of such registration, in
form and substance as is customarily given to underwriters in an underwritten
public offering, or if not underwritten, in form and substance as is customarily
given to underwriters and reasonably satisfactory to counsel to the Holder
offering the greatest number of Registrable Securities for sale in the
registration, addressed to the underwriters, if any, and to the Holders
requesting registration of Registrable Securities, and (ii) a "comfort" letter
dated as of such date, from the independent certified public accountants of the
Company, in form and substance as is customarily given by independent certified
public accountants to underwriters in an underwritten public offering, or if not
underwritten, in form and substance as is customarily given to underwriters and
reasonably satisfactory to counsel to the Holder offering the greatest number of
Registrable Securities for sale in the registration, addressed to the
underwriters, if any, and to the Holders requesting registration of Registrable
Securities.

          2.6  Furnish Information.  Each Selling Shareholder covenants and
               -------------------
agrees to furnish to the Company such information regarding themselves, the
Registrable Securities held by them and the intended method of disposition of
such securities as shall be required to timely effect the registration of their
Registrable Securities. Additionally, the Company shall have no obligation with
respect to any registration requested pursuant to Sections 2.2 or 2.4 if, due to
the operation of this Section 2.6, the number of shares or the anticipated
aggregate offering price of the Registrable Securities to be included in the
registration does not equal or exceed the number of shares or the anticipated
aggregate offering price required to originally trigger the Company's
obligations to initiate such registration as specified in Section 2.2 or 2.4.

          2.7  Delay of Registration.  No Holder shall have any right to
               ---------------------
obtain or seek an injunction restraining or otherwise delaying any such
registration as the result of any controversy that might arise with respect to
the interpretation or implementation of Section 2.

          2.8  Indemnification.  In the event any Registrable Securities are
               ---------------
included in a registration statement under Sections 2.2, 2.3 or 2.4:

               (a)  By the Company.  To the extent permitted by law, the
                    --------------
Company will indemnify and hold harmless each Holder, the partners, officers and
directors of each Holder, any underwriter (as defined in the Securities Act) for
such Holder and each person, if any, who controls such Holder or underwriter
within the meaning of the Securities Act or the Securities Exchange Act of 1934,
as amended (the "1934 Act"), against any losses, claims, damages or liabilities
                 --------
(joint or

                                     - 11 -
<PAGE>

several) to which they may become subject under the Securities Act, the 1934 Act
or other federal or state law, insofar as such losses, claims, damages or
liabilities (or actions in respect thereof) arise out of or are based upon any
of the following statements, omissions or violations (collectively a
"Violation"):
 ---------

                    (i)  any untrue statement or alleged untrue statement of a
material fact contained in such registration statement, including any
preliminary prospectus or final prospectus contained therein or any amendments
or supplements thereto;

                    (ii) the omission or alleged omission to state in such
registration statement, including any preliminary prospectus or final prospectus
contained therein or any amendments or supplements thereto, a material fact
required to be stated therein, or necessary to make the statements therein not
misleading; or

                    (iii)  any violation or alleged violation by the Company
of the Securities Act, the 1934 Act, any federal or state securities law or any
rule or regulation promulgated under the Securities Act, the 1934 Act or any
federal or state securities law in connection with the offering covered by such
registration statement;

and the Company will reimburse each such Holder, partner, officer, director,
underwriter or controlling person for any legal or other expenses reasonably
incurred by them, as incurred, in connection with investigating or defending any
such loss, claim, damage, liability or action; provided however, that the
                                               -------- -------
indemnity agreement contained in this subsection 2.8(a) shall not apply to
amounts paid in settlement of any such loss, claim, damage, liability or action
if such settlement is effected without the consent of the Company, which consent
shall not be unreasonably withheld, nor shall the Company be liable in any such
case for any such loss, claim, damage, liability or action to the extent that it
arises out of or is based upon a Violation which occurs in reliance upon and in
conformity with written information furnished expressly for use in connection
with such registration by such Holder, partner, officer, director, underwriter
or controlling person of such Holder.

               (b)  By Selling Holders.  To the extent permitted by law, each
                    ------------------
selling Holder will indemnify and hold harmless the Company, each of its
directors, each of its officers who have signed the registration statement, each
person, if any, who controls the Company within the meaning of the Securities
Act, any underwriter and any other Holder selling securities under such
registration statement or any of such other Holder's partners, directors or
officers or any person who controls such Holder within the meaning of the
Securities Act or the 1934 Act, against any losses, claims, damages or
liabilities (joint or several) to which the Company or any such director,
officer, controlling person, underwriter or other such Holder, partner or
director, officer or controlling person of such other Holder may become subject
under the Securities Act, the 1934 Act or other federal or state law, insofar as
such losses, claims, damages or liabilities (or actions in respect thereto)
arise out of or are based upon any Violation due to information specifically
provided by the Selling Holder for inclusion in the registration statement; and
each such Holder will reimburse any legal or other expenses reasonably incurred
by the Company or any such director, officer, controlling person, underwriter or
other Holder, partner, officer, director or controlling person of such other
Holder in connection with investigating or defending any such loss, claim,
damage, liability or action; provided however, that the indemnity agreement
                             -------- -------
contained in this subsection 2.8(b) shall not

                                     - 12 -
<PAGE>

apply to amounts paid in settlement of any such loss, claim, damage, liability
or action if such settlement is effected without the consent of such Holder,
which consent shall not be unreasonably withheld; and provided further, that the
                                                      -------- -------
total amounts payable in indemnity by a Holder under this Section 2.8(b) in
respect of any Violation shall not exceed the net proceeds received by such
Holder in the registered offering out of which such Violation arises.

               (c)  Notice.  Promptly after receipt by an indemnified party
                    ------
under this Section 2.8 of notice of the commencement of any action (including
any governmental action), such indemnified party will, if a claim in respect
thereof is to be made against any indemnifying party under this Section 2.8,
deliver to the indemnifying party a written notice of the commencement thereof
and the indemnifying party shall have the right to participate in, and, to the
extent the indemnifying party so desires, jointly with any other indemnifying
party similarly noticed, to assume the defense thereof with counsel mutually
satisfactory to the parties; provided however, that an indemnified party
                             -------- -------
(together with all other indemnified parties which may be represented without
conflict by one counsel) shall have the right to retain one separate counsel,
with the fees and expenses to be paid by the indemnifying party, if
representation of such indemnified party by the counsel retained by the
indemnifying party would be inappropriate due to actual or potential differing
of interests between such indemnified party and any other party represented by
such counsel in such proceeding. The failure to deliver written notice to the
indemnifying party within a reasonable time of the commencement of any such
action, if prejudicial to its ability to defend such action, shall relieve such
indemnifying party of any liability to the indemnified party under this Section
2.8 to the extent so prejudiced, but the omission so to deliver written notice
to the indemnifying party will not relieve it of any liability that it may have
to any indemnified party otherwise than under this Section 2.8.

               (d)  Contribution.  In order to provide for just and equitable
                    ------------
contribution to joint liability under the Securities Act in any case in which
either (i) any Holder exercising rights under this Agreement, or any controlling
person of any such Holder, makes a claim for indemnification pursuant to this
Section 2.8 but it is judicially determined (by the entry of a final judgment or
decree by a court of competent jurisdiction and the expiration of time to appeal
or the denial of the last right of appeal) that such indemnification may not be
enforced in such case notwithstanding the fact that this Section 2.8 provides
for indemnification in such case, or (ii) contribution under the Securities Act
may be required on the part of any such selling Holder or any such controlling
person in circumstances for which indemnification is provided under this Section
2.8, then, and in each such case, the Company and such Holder will contribute to
the aggregate losses, claims, damages or liabilities to which they may be
subject (after contribution from others) in such proportion so that such Holder
is responsible for the portion represented by the percentage that the public
offering price of its Registrable Securities offered by and sold under the
registration statement bears to the public offering price of all securities
offered by and sold under such registration statement, and the Company and other
selling Holders shall be responsible for the remaining portion; provided
                                                                --------
however, that, in any such case, (A) no such Holder will be required to
-------
contribute any amount in excess of the public offering price of all such
Registrable Securities offered and sold by such Holder pursuant to such
registration statement, and (B) no person or entity guilty of fraudulent
misrepresentation (within the meaning of Section 11(f) of the Securities Act)
will be entitled to contribution from any person or entity who was not guilty of
such fraudulent misrepresentation.

                                     - 13 -
<PAGE>

               (e)  Survival.  The obligations of the Company and Holders
                    --------
under this Section 2.8 shall survive the completion of any offering of
Registrable Securities in a registration statement, and otherwise.

          2.9  Rule 144 Reporting.  With a view to making available the
               ------------------
benefits of certain rules and regulations of the Commission which may at any
time permit the sale of the Registrable Securities to the public without
registration, after such time as the Company has become subject to the reporting
requirements of the 1934 Act, the Company agrees to:

               (a)  Make and keep public information available, as those terms
are understood and defined in Rule 144 under the Securities Act, at all times in
accordance with the requirements of Rule 144(c), after the effective date of the
first registration under the Securities Act filed by the Company for an offering
of its securities to the general public;

               (b)  Use its best efforts to file with the Commission in a
timely manner all reports and other documents required of the Company under the
Securities Act and the 1934 Act (at any time after it has become subject to such
reporting requirements); and

               (c)  So long as a Holder owns any Registrable Securities,
furnish to such Holder forthwith upon request (i) a written statement by the
Company as to its compliance with the reporting requirements of Rule 144 (at any
time after 90 days) after the effective date of the first registration statement
filed by the Company for an offering of its securities to the general public),
and of the Securities Act and the 1934 Act (at any time after it has become
subject to the reporting requirements of the 1934 Act), (ii) a copy of the most
recent annual or quarterly report of the Company and (iii) such other reports
and documents of the Company as a Holder may reasonably request in availing
itself of any rule or regulation of the Commission allowing a Holder to sell any
such securities without registration (at any time after the Company has become
subject to the reporting requirements of the 1934 Act).

          2.10  Termination of the Company's Obligations.  The Company shall
                ----------------------------------------
have no obligations provided in Section 2 hereof with respect to: (i) any
request or requests for registration made by any Holder on a date more than
three years after the closing date of the Company's initial public offering; or
(ii) any Registrable Securities proposed to be sold by a Holder in a
registration pursuant to Sections 2.2, 2.3 or 2.4 hereof if, in the reasonable
opinion of counsel to the Company, all such Registrable Securities proposed to
be sold by a Holder may then be sold in a three-month period without
registration under the Securities Act pursuant to Rule 144 under the Securities
Act; provided however, that the provisions of this Section 2.10 shall not apply
     -------- -------
to any Holder who owns more than 1% of the Company's outstanding capital stock
until such time as such Holder owns less than 1% of the Company's outstanding
capital stock.

          2.11  Limitations on Subsequent Registration Rights.  From and after
                ---------------------------------------------
the date of this Agreement, the Company shall not, without the prior written
consent of the Holders of at least two-thirds of the Registrable Securities then
outstanding, enter into any agreement with any holder or prospective holder of
any securities of the Company which would allow such holder or prospective
holder (a) to include such securities in any registration filed under Sections
2.2, 2.3 or 2.4 hereof, unless under the terms of such agreement, such holder or
prospective holder may include

                                     - 14 -
<PAGE>

such securities in any such registration only to the extent that the inclusion
of such securities will not reduce the amount of Registrable Securities of the
Holders to be included or (b) to demand registration of their securities.

          2.12  "Market Stand-Off" Agreement.  Investor hereby agrees that,
                 ---------------------------
during the period of duration specified by the Company and an underwriter of
Common Stock or other securities of the Company, following the effective date of
a registration statement of the Company filed under the Securities Act, it shall
not, to the extent requested by the Company and such underwriter, directly or
indirectly sell, offer to sell, contract to sell (including, without limitation,
any short sale), grant any option to purchase or otherwise transfer or dispose
of (other than to donees who agree to be similarly bound) any securities of the
Company held by it at any time during such period except Common Stock included
in such registration; provided however, that:
                      -------- -------

               (a)  such agreement shall be applicable only to the first such
registration statement of the Company which covers Common Stock (or other
securities) to be sold on its behalf to the public in an underwritten offering;

               (b)  all officers and directors of the Company and all other
persons with registration rights (whether or not pursuant to this Agreement)
enter into similar agreements; and

               (c)  such market stand-off time period shall not exceed 180 days.

          In order to enforce the foregoing covenant, the Company may impose
stop-transfer instructions with respect to the Registrable Securities of each
Investor (and the shares or securities of every other person subject to the
foregoing restriction) until the end of such period.

          Notwithstanding the foregoing, the obligations described in this
Section 2.12 shall not apply to a registration relating solely to employee
benefit plans on Form S-1 or Form S-8 or similar forms which may be promulgated
in the future, or to a registration relating solely to a Commission Rule 145
transaction on Form S-14 or Form S-15 or similar forms which may be promulgated
in the future.

          2.13  S-3 Registration Requirements.  Notwithstanding anything else
                -----------------------------
contained in this Agreement, the Company shall not become obligated to become
subject to the 1934 Act and, each Investor acknowledges, until such time as the
Company becomes subject to the 1934 Act, the Company will be legally precluded
from registering securities under a Form S-3 and, accordingly, no provisions in
this Agreement to the contrary shall be deemed to require the Company to
undertake such a registration until the Company legally is qualified to do so.

     3.  RIGHT OF FIRST OFFER.

          3.1  General.  Each Holder, for purposes of this Section 3 the term
               -------
Holder shall mean, (i) with respect to each of the Investors, for so long as it
holds at least 40% of the Series A Stock purchased by it pursuant to the Series
A Agreement and (ii) with respect to each of the Prior Investors, for so long as
it holds at least 40% of the Class A Stock purchased by it pursuant to the Class
A Agreement, and any party to whom such Holder's rights under this Section 3
have been duly assigned in accordance with Section 4.1(b) and in such event, if
the assignee qualifies under

                                     - 15 -
<PAGE>

Section 4.1(b) then the transferor Prior Investor shall retain its rights under
this section 3.1 so long as the transferor holds at least 20% of the Class A
Stock purchased by it pursuant to the Class A Agreement, (each such Holder or
                                                          ----
assignee hereinafter referred to as a "Rights Holder") has the right of first
                                       -------------
offer to purchase such Rights Holder's Pro Rata Share (as defined below) of all
(or any part) of any "New Securities" (as defined in Section 3.2) that the
Company may from time to time issue after the date of this Agreement. A Rights
Holder's "Pro Rata Share" for purposes of this right of first offer is the ratio
          --------------
of (a) the number of Registrable Securities as to which such Rights Holder is
the Holder (and/or is deemed to be the Holder under Section 2.1(d)) to (b) a
number of shares of Common Stock equal to the sum of (i) the total number of
shares of Common Stock then outstanding plus (ii) the total number of shares of
Common Stock into which all then outstanding shares of Series A Stock of the
Company are then convertible plus (iii) then outstanding options to purchase
shares of Common Stock pursuant to equity incentive plans approved by the Board.

          3.2  New Securities.  "New Securities" shall mean any Common Stock
               --------------    --------------
or preferred stock of the Company, whether now authorized or not, and rights,
options or warrants to purchase such Common Stock or preferred stock, and
securities of any type whatsoever that are, or may become, convertible or
exchangeable into such Common Stock or preferred stock; provided however, that
                                                        -------- -------
the term "New Securities" does not include:
                          ---- --- -------

                    (i)  shares of the Common Stock (and/or options or warrants
therefor) issued or issuable to employees, officers, directors, contractors,
advisors or consultants of the Company pursuant to stock options or other stock
incentive agreements or plans approved by the Board, including the approval of
the directors nominated by the holders of the Series A Stock (the "Series A
Directors");

                    (ii) any Common Stock or other securities issuable upon
conversion of or with respect to any then outstanding shares of Preferred Stock
or Common Stock or other securities issuable upon conversion thereof;

                    (iii)  any shares of the Company's Common Stock or
preferred stock (or any other security of the Company) issued in connection with
any stock split or stock dividend;

                    (iv) any securities offered by the Company to the public
pursuant to a registration statement filed under the Securities Act;

                    (v) any securities issued pursuant to the acquisition of
another corporation or entity by the Company by consolidation, merger, purchase
of all or substantially all of the assets or other reorganization in which the
Company acquires, in a single transaction or series of related transactions, all
or substantially all of the assets of such other corporation or entity, 50% or
more of the voting power of such other corporation or entity, or 50% or more of
the equity ownership of such other entity, provided such issuance is approved by
the Board, including the approval of the Series A Directors; or

                    (vi) any capital stock (and/or options or warrants
therefor) issued to parties providing the Company with equipment leases, real
property leases, loans provided by commercial lenders, credit lines, guaranties
of indebtedness, cash price reductions or similar financing,

                                     - 16 -
<PAGE>

provided each such issuance is approved by the Board, including the approval of
the Series A Directors; or

                    (vii)  any capital stock (and/or options or warrants
therefor) issued to parties pursuant to pre-existing contracts and any capital
stock issued pursuant to any New Security whereby all Holders waived their
rights of refusal under this Agreement.

          3.3  Procedures.  In the event that the Company proposes to
               ----------
undertake an issuance of New Securities, it shall give to each Rights Holder
written notice of its intention to issue New Securities (the "Notice"),
                                                              ------
describing the type of New Securities and the price and the general terms upon
which the Company proposes to issue such New Securities. Each Rights Holder
shall have twenty (20) days from the date of mailing of any such Notice to agree
in writing to purchase up to such Rights Holder's Pro Rata Share of such New
Securities for the price and upon the general terms specified in the Notice by
giving written notice to the Company and stating therein the quantity of New
Securities to be purchased (not to exceed such Rights Holder's Pro Rata Share).
Notwithstanding the terms set forth in the Notice, each Holder shall have the
right to pay cash for New Securities offered in the Notice. If any Rights Holder
fails to so agree in writing within such twenty (20) day period to purchase up
to such Rights Holder's full Pro Rata Share of an offering of New Securities (a
"Nonpurchasing Holder"), then such Nonpurchasing Holder shall forfeit the right
 --------------------
hereunder to purchase that part of its Pro Rata Share of such New Securities
that it did not so agree to purchase and the Company shall promptly give each
Rights Holder (if any) who has timely agreed to purchase its full Pro Rata Share
of such offering of New Securities (a "Purchasing Holder") written notice of the
                                       -----------------
failure of any Nonpurchasing Holder to purchase such Nonpurchasing Rights
Holder's full Pro Rata Share of such offering of New Securities (the
"Overallotment Notice"). Each Purchasing Holder shall have a right of
 --------------------
overallotment such that such Purchasing Holder may agree to purchase a portion
of the Nonpurchasing Holder's unpurchased Pro Rata Share of such offering on a
pro rata basis according to the relative Pro Rata Shares of the Purchasing
Holders at any time within ten (10) days after receiving the Overallotment
Notice.

          3.4  Failure to Exercise.  In the event that the Rights Holders fail
               -------------------
to exercise in full the right of first offer within such twenty plus ten day
period, then the Company shall have 120 days thereafter to sell the New
Securities with respect to which the Rights Holders' rights of first offer
hereunder were not exercised, at a price and upon general terms not materially
more favorable to the purchasers thereof than specified in the Company's Notice.
In the event that the Company has not issued and sold the New Securities within
such 120 day period, then the Company shall not thereafter issue or sell any New
Securities without again first offering such New Securities to the Rights
Holders pursuant to this Section 3.

          3.5  Termination.  This right of first offer shall terminate (i)
               -----------
immediately before the closing of the first underwritten sale of Common Stock to
the public pursuant to a registration statement filed with, and declared
effective by, the SEC under the Securities Act, covering the offer and sale of
Common Stock to the public at an offering price of at least $21.40 per share
(such offering price being subject to proportional adjustment to reflect
subdivisions, combinations, stock dividends and similar transactions affecting
the number of outstanding shares of Common Stock) for an aggregate gross public
offering price (calculated before deduction of underwriters' discounts and
commissions) of at least $25,000,000, or (ii) upon (a) the acquisition of all or
substantially all the

                                     - 17 -
<PAGE>

assets of the Company or (b) an acquisition of the Company by another
corporation or entity by consolidation or merger in which the holders of the
Company's outstanding voting stock immediately prior to such transaction own,
immediately after such transaction, securities representing less than 50% or
more of the voting power of the corporation or other entity surviving such
transaction.

     4.  ASSIGNMENT AND AMENDMENT.

          4.1  Assignment.  Notwithstanding anything herein to the contrary:
               ----------

               (a)  Information Rights.  The rights of each Investor under
                    ------------------
Section 1.1 or 1.2 hereof may be assigned only to a party who acquires from
Investor (or Investor's permitted assigns) at least that number of shares of
Series A Stock and/or an equivalent number (on an as-converted basis) of shares
of Series A Conversion Stock or Class A Stock, as the case may be, described in
Section 1.1 or 1.2 hereof, respectively. The rights of the Investors under
Sections 1.3, 1.4, 1.5 and 1.6 hereof may not be assigned except to a subsidiary
of any Investor that acquires at least 50% of the shares of Series A Stock or
Class A Stock purchased by such Investor under the Series A or Class A Agreement
and/or an equivalent number (on an as-converted basis) of shares of Series A
Conversion Stock and in the event that an Investor is a limited liability
company, the Investor shall have the right to distribute its rights to its
members who receive Registrable Securities, provided that in all cases the
rights of said members shall be aggregated with all other members and/or said
limited liability company for purposes of exercising any rights under this
Agreement.

               (b)  Registration Rights; Refusal Rights.  The registration
                    -----------------------------------
rights of a Holder under Section 2 hereof and the rights of first offer of a
Rights Holder under Section 3 hereof may be assigned only to: (i) any partner or
retired partner, member or retired member of any such Holder or Rights Holder
which is a partnership or limited liability company; (ii) any family member or
trust for the benefit of any Holder or Rights Holder who is an individual; (iii)
with respect to the registration rights under Section 2, to any transferee who
acquires at least 20% of the shares of Registrable Securities then held by such
Holder; and (iv) with respect to the rights of first offer under Section 3, to
any transferee who acquires at least 20% of the shares of Registrable Securities
then held by such Holder; provided however, that no party may be assigned any of
                          -------- -------
the foregoing rights unless the Company is given written notice by the assigning
party at the time of such assignment stating the name and address of the
assignee and identifying the securities of the Company as to which the rights in
question are being assigned; and provided further, that any such assignee shall
                                 -------- -------
receive such assigned rights subject to all the terms and conditions of this
Agreement, including without limitation the provisions of this Section 4.

          4.2  Amendment of Rights.  Unless otherwise provided for herein, any
               -------------------
provision of this Agreement may be amended and the observance thereof may be
waived (either generally or in a particular instance and either retroactively or
prospectively) only with the written consent of the Company and the Investors
(and/or any of the Investors' respective permitted successors or assigns)
holding shares of Series A Stock and/or Series A Conversion Stock and/or Class A
Stock representing and/or convertible into a majority of all of the Investors'
Shares (as defined below). As used herein, the term "Investors' Shares" shall
                                                     -----------------
mean the shares of Common Stock then issuable upon conversion of all then
outstanding shares of Series A Stock issued under the Series A Agreement

                                     - 18 -
<PAGE>

plus all then outstanding shares of Conversion Stock that were issued upon the
conversion of any shares of Preferred Stock issued under the Series A Agreement,
plus all then outstanding shares of Class A Stock. Any amendment or waiver
effected in accordance with this Section 4.2 shall be binding upon each
Investor, Holder and Rights Holder, each permitted successor or assignee of each
Investor, Holder or Rights Holder, and the Company.

     The foregoing notwithstanding, the rights of any Prior Investor shall not
be amended or waived in an adverse manner without the prior written consent of
such Prior Investor.

     5.  DRAG ALONG RIGHTS.

          5.1  Drag Along Rights.  Anything contained herein to the contrary
               -----------------
notwithstanding, if at any time, the Board (at a meeting at which the entire
Board is present) and the holders of 2/3 of the Series A Stock shall approve a
proposal for (i) the sale of the capital stock of the Company, (ii) the merger
or consolidation of the Company, or (iii) the sale by the Company or its
subsidiaries of all or substantially all of their assets (each, an "Approved
                                                                    --------
Sale Proposal"), and the Company has received from an independent nationally
-------------
recognized investment banking firm, approved by 2/3 of the Board, which approval
shall not be unreasonably withheld, a fairness opinion stating that the terms
and conditions of Approved Sale Proposal are fair and equitable to the holders
of the Company's Common Stock in all material respects, then such Investors (or
their designated representative) may deliver a notice (a "Required Sale Notice")
                                                          --------------------
with respect to such Approved Sale Proposal to each other shareholder stating
that such Investors have approved or propose to effect the Approved Sale
Proposal and providing the identity of the persons involved in such Approved
Sale Proposal and the terms thereof. Each such shareholder, upon receipt of a
Required Sale Notice, shall be obligated, which obligation shall be enforceable
by the holders of a majority of the Series A Stock (or their designees), to (i)
sell their shares of capital stock of the Company and participate in the
transaction (a "Required Sale") contemplated by the Approved Sale Proposal, (ii)
                -------------
vote their shares of stock in favor of such Approved Sale Proposal at any
meeting of shareholders called to vote on or approve such Approved Sale Proposal
and (iii) otherwise to take all necessary action to cause the Company and the
shareholders to consummate such Approved Sale Proposal. Any such Required Sale
Notice may be rescinded by such Investors by delivering written notice thereof
to all of the shareholders. Upon the consummation of the Required Sale, each
shareholder shall receive the same proportion of the aggregate consideration
from such Required Sale that such holder would have received if a Liquidation
Event (as defined in the Company's Articles of Incorporation) had occurred and
such consideration had been distributed by the Company pursuant to the rights
and preferences set forth in the Company's Articles of Incorporation (giving
effect to applicable orders of priority) and if any shareholders of a Class Are
given an option as to the form and amount of consideration to be received, all
shareholders of such class will be given the same option. Notwithstanding the
foregoing, in the event that the Approved Sale Proposal would result in proceeds
(if other than cash, the fair market value of which shall be determined by the
Board) to the Company's shareholders in an amount less than two (2) times the
Original Issue Price (as that term is defined in Section 1 of the Company's
Series A Certificate of Designation (the "Certificate")), then in such event the
Board approval required by the first sentence of this Section 5.1 shall be made
without the participation of the Series A Directors (as that term is defined in
Section 4.3 of the Certificate).

                                     - 19 -
<PAGE>

     6.  GENERAL PROVISIONS.

          6.1  Notices.  Any notice, request or other communication required
               -------
or permitted hereunder shall be in writing and shall be deemed to have been duly
given when personally delivered or five days after deposit in the U.S. mail by
registered or certified mail, return receipt requested, postage prepaid, as
follows:

               (a)  if to an Investor, at such Investor's respective address
as set forth on Exhibit A hereto.
                ---------

               (b)  if to the Company, at 977 Charter Commons, Chesterfield,
Missouri 63017; attn: General Counsel.

Any party hereto (and such party's permitted assigns) may by notice so given
change its address for future notices hereunder by giving ten days advance
notice to all other parties.  Notice shall conclusively be deemed to have been
given when personally delivered or when deposited in the mail in the manner set
forth above.

          6.2  Entire Agreement.  This Agreement, together with all the
               ----------------
Exhibits hereto, constitutes and contains the entire agreement and understanding
of the parties with respect to the subject matter hereof and supersedes any and
all prior negotiations, correspondence, agreements, understandings, duties or
obligations between the parties respecting the subject matter hereof.

          6.3  Governing Law.  This Agreement shall be governed by and
               -------------
construed exclusively in accordance with the internal laws of the State of
Missouri as applied to agreements to be performed entirely within Missouri,
excluding that body of law relating to conflict of laws and choice of law.

          6.4  Severability.  If one or more provisions of this Agreement are
               ------------
held to be unenforceable under applicable law, then such provision(s) shall be
excluded from this Agreement and the balance of this Agreement shall be
interpreted as if such provision(s) were so excluded and shall be enforceable in
accordance with its terms.

          6.5  Third Parties.  Nothing in this Agreement, express or implied,
               -------------
is intended to confer upon any person, other than the parties hereto and their
successors and assigns, any rights or remedies under or by reason of this
Agreement.

          6.6  Successors And Assigns.  Subject to the provisions of Section 4,
               ----------------------
the provisions of this Agreement shall inure to the benefit of, and shall be
binding upon, the successors and permitted assigns of the parties hereto.

          6.7  Captions.  The captions to sections of this Agreement have been
               --------
inserted for identification and reference purposes only and shall not be used to
construe or interpret this Agreement.

                                     - 20 -
<PAGE>

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

          6.9  Costs And Attorneys' Fees.  In the event that any action, suit
               -------------------------
or other proceeding is instituted concerning or arising out of this Agreement or
any transaction contemplated hereunder, the prevailing party shall recover all
of such party's costs and attorneys' fees incurred in each such action, suit or
other proceeding, including any and all appeals or petitions therefrom.

          6.10  Adjustments for Stock Splits, etc.  Wherever in this Agreement
                ---------------------------------
there is a reference to a specific number of shares of Common Stock or preferred
stock of the Company of any class or series, then, upon the occurrence of any
subdivision, combination or stock dividend of such class or series of stock, the
specific number of shares so referenced in this Agreement shall automatically be
proportionally adjusted to reflect the affect on the outstanding shares of such
class or series of stock by such subdivision, combination or stock dividend.

          6.11  Termination of Prior Agreement.  Each of the parties hereto
                ------------------------------
agree that this Agreement supersedes, replaces in its entirety and renders null
and void, each of the Prior Agreements.

          6.12  Aggregation of Stock.  All shares held or acquired by
                --------------------
affiliated entities or persons shall be aggregated together for the purpose of
determining the availability of any rights under this Agreement. Entities and
persons shall be considered affiliated with another entity or person only if
they control, are controlled by or are under common control with such other
entity or person.

                                     - 21 -
<PAGE>

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

                                    THE COMPANY:

                                    Digital Broadcast Network,
                                    a Missouri corporation

                                    By:\s\ Bernard Schneider
                                       ---------------------
                                    Name:  Bernard Schneider
                                    Title:  Chief Executive Officer

                                    Address:  977 Charter Common
                                              Chesterfield, Missouri 63017

                [Signature Page to Investors' Rights Agreement]
<PAGE>

                                    INVESTORS:

                                    CHASE VENTURE CAPITAL ASSOCIATES, L.P.
                                    a California Limited Partnership
                                    By:  Chase Capital Partners,
                                         its sole General Partner

                                    By: \s\ Shahan D. Soghikian
                                        -----------------------
                                        Shahan D. Soghikian
                                        General Partner

                [Signature Page to Investors' Rights Agreement]
<PAGE>

                                    NEW ENTERPRISE ASSOCIATES VIII,
                                      LIMITED PARTNERSHIP
                                    By: NEA Partners VIII, Limited Partnership
                                    Its General Partner

                                    By:   [UNINTELLIGIBLE]
                                        ------------------

                                    Its:   General Partner
                                          ----------------

                                    NEA VENTURES 1999, LIMITED
                                      PARTNERSHIP
                                    By:  Vice President

                                    By:    \s\ Susie Greathouse
                                        -----------------------

                                    Its:    Vice President
                                          ----------------

                                    NEA PRESIDENTS FUND, L.P.
                                    By: NEA General Partners, L.P.
                                    By: General Partner

                                    By: [UNINTELLIGIBLE]
                                        ----------------

                                    Its:   General Partner
                                         -----------------

                [Signature Page to Investors' Rights Agreement]
<PAGE>

                                    MAYFIELD X, L.P.
                                    By:  Mayfield X Management, L.L.C.
                                    Its:  General Partner

                                    By: [UNINTELLIGIBLE]
                                        ----------------
                                    Its:  Managing Director

                                    MAYFIELD ASSOCIATES FUND IV, L.P.
                                    By:  Mayfield IX Management, L.L.C.
                                    Its:  General Partner

                                    By: [UNINTELLIGIBLE]
                                        ----------------
                                    Its:  Managing Director

                                    MAYFIELD PRINCIPALS FUND, L.L.C.
                                    By:  Mayfield X Management, L.L.C.
                                    Its:  General Partner

                                    By: [UNINTELLIGIBLE]
                                        ----------------
                                    Its:  Managing Director

                [Signature Page to Investors' Rights Agreement]
<PAGE>

                                    SPECTRUM EQUITY INVESTORS III, L.P.
                                    By:  Spectrum Equity Associates, III, L.P.
                                    Its:  General Partner

                                    By:   \s\ Robert A. Nicholson
                                          -----------------------
                                          Robert A. Nicholson
                                    Its:  Duly Authorized Signatory

                                    SEI III ENTREPRENEURS' FUND, L.P.
                                    By:   SEI III Entrepreneurs' LLC
                                    Its:  General Partner

                                    By:   \s\ Robert A. Nicholson
                                          -----------------------
                                          Robert A. Nicholson
                                    Its:  Duly Authorized Signatory

                                    SPECTRUM III INVESTMENT MANAGERS'
                                      FUND, L.P.

                                    By:   \s\ Robert A. Nicholson
                                          -----------------------
                                          Robert A. Nicholson
                                    Its:  Duly Authorized Signatory

                [Signature Page to Investors' Rights Agreement]
<PAGE>

                                    HEWLETT-PACKARD COMPANY

                                    By:     \s\ Craig A. White
                                            --------------------
                                            Craig A. White
                                            Senior Vice President and General
                                              Manager,
                                            Finance and Complements Group

                                            Address:  333 Logue Avenue
                                                      Mountain View, CA 94043

                [Signature Page to Investors' Rights Agreement]
<PAGE>

                                    PRIOR INVESTORS:

                                    ASCEND COMMUNICATIONS INCORPORATED

                                    By: \s\ Annette Severiens
                                        ---------------------

                                    Name: Annette Severiens
                                          -----------------

                                    Its: Assistant Treasurer
                                         -------------------

                                    STIFEL CAPCO, L.L.C.

                                    By:
                                        ------------------------
                                    Name:
                                           ---------------------
                                    Its:
                                          ----------------------

                [Signature Page to Investors' Rights Agreement]
<PAGE>

                                    PRIOR INVESTORS:

                                    ASCEND COMMUNICATIONS INCORPORATED

                                    By:
                                        ------------------------
                                    Name:
                                           ---------------------
                                    Its:
                                          ----------------------

                                    STIFEL CAPCO, L.L.C.

                                    By: \s\ James J. Lahay
                                        ------------------

                                    Name: James J. Lahay
                                          --------------

                                    Its:
                                          ---------------------

                [Signature Page to Investors' Rights Agreement]
<PAGE>

                                   EXHIBIT A
                                   ---------
                             Schedule of Investors

<TABLE>
<CAPTION>
Series A Investors Address                                Shares of Series A Stock
--------------------------                                ------------------------

Name and Address                                          No. of Shares Purchased
----------------                                          -----------------------
<S>                                                       <C>
Chase Venture Capital Associates, L.P.                            1,378,505
280 Madison Avenue
New York, NY  10017
New Enterprise Associates VIII, Limited Partnership                 924,768
2490 Sand Hill Road
Palo Alto, CA  94025
NEA Ventures 1999, Limited Partnership                                  467
2490 Sand Hill Road
Palo Alto, CA  94025
NEA Presidents Fund, L.P.                                             9,345
2490 Sand Hill Road
Palo Alto, CA  94025
Mayfield X, L.P.                                                    813,084
2800 Sand Hill Road
Suite 250
Menlo Park, CA  94025
Mayfield Associates Fund IV, L.P.                                    28,037
2800 Sand Hill Road
Suite 250
Menlo Park, CA  94025
Mayfield Principals Fund, L.L.C.                                     93,458
2800 Sand Hill Road
Suite 250
Menlo Park, CA  94025
</TABLE>

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