Document:

exv10w2

Exhibit 10.2

COMPENSATION ARRANGEMENT FOR ROBERT SALVONI

On October 27, 2009, the Compensation Committee of the Company’s Board of Directors approved an
increase in the base salary for Robert Salvoni, the Company’s Managing Director of Europe and Asia,
from 160,000 GBP to 172,165 GBP, effective October 28, 2009. The Compensation Committee concluded
that this base salary increase was appropriate to compensate Mr. Salvoni for the additional
management duties and responsibilities assumed by him as a result of his recent appointment as
Managing Director of the Company’s Asia operations.exv10w1

Exhibit 10.1

 

CREDIT AGREEMENT

among

SYKES ENTERPRISES, INCORPORATED

as Borrower

THE LENDERS NAMED HEREIN

as Lenders

and

KEYBANK NATIONAL ASSOCIATION

as Lead Arranger, Sole Book Runner and Administrative Agent

BANK OF AMERICA, N.A.

as Syndication Agent

RBS CITIZENS, NATIONAL ASSOCIATION

as Documentation Agent

HSBC BANK USA, NATIONAL ASSOCIATION

as Co-Managing Agent

TORONTO DOMINION (NEW YORK), LLC

as Co-Managing Agent

 

dated as of

February 2, 2010

 

 

 

 

TABLE OF CONTENTS

	 	 	 	 	 
	 	 	Page	 
	ARTICLE I. DEFINITIONS
	 	 	1	 
	Section 1.1. Definitions
	 	 	1	 
	Section 1.2. Accounting Terms
	 	 	25	 
	Section 1.3. Terms Generally
	 	 	25	 
	 
	 	 	 	 
	ARTICLE II. AMOUNT AND TERMS OF CREDIT
	 	 	25	 
	Section 2.1. Amount and Nature of Credit
	 	 	25	 
	Section 2.2. Revolving Credit Commitment
	 	 	26	 
	Section 2.3. Term Loan Commitment
	 	 	31	 
	Section 2.4. Interest
	 	 	31	 
	Section 2.5. Evidence of Indebtedness
	 	 	33	 
	Section 2.6. Notice of Credit Event; Funding of Loans
	 	 	33	 
	Section 2.7. Payment on Loans and Other Obligations
	 	 	35	 
	Section 2.8. Prepayment
	 	 	37	 
	Section 2.9. Commitment and Other Fees; Reduction of Revolving Credit Commitment
	 	 	37	 
	Section 2.10. Computation of Interest and Fees
	 	 	38	 
	Section 2.11. Mandatory Payments
	 	 	38	 
	 
	 	 	 	 
	ARTICLE III. ADDITIONAL PROVISIONS RELATING TO LIBOR FIXED RATE LOANS; INCREASED CAPITAL; TAXES
	 	 	41	 
	Section 3.1. Requirements of Law
	 	 	41	 
	Section 3.2. Taxes
	 	 	42	 
	Section 3.3. Funding Losses
	 	 	43	 
	Section 3.4. Eurodollar Rate or Alternate Currency Rate Lending Unlawful; Inability to Determine Rate
	 	 	44	 
	Section 3.5. Discretion of Lenders as to Manner of Funding
	 	 	44	 
	 
	 	 	 	 
	ARTICLE IV. CONDITIONS PRECEDENT
	 	 	45	 
	Section 4.1. Conditions to Each Credit Event
	 	 	45	 
	Section 4.2. Conditions to the First Credit Event
	 	 	45	 
	Section 4.3. Post-Closing Conditions
	 	 	48	 
	 
	 	 	 	 
	ARTICLE V. COVENANTS
	 	 	49	 
	Section 5.1. Insurance
	 	 	49	 
	Section 5.2. Money Obligations
	 	 	49	 
	Section 5.3. Financial Statements and Information
	 	 	49	 
	Section 5.4. Financial Records
	 	 	50	 
	Section 5.5. Franchises; Change in Business
	 	 	50	 
	Section 5.6. ERISA Pension and Benefit Plan Compliance
	 	 	51	 
	Section 5.7. Financial Covenants
	 	 	52	 
	Section 5.8. Borrowing
	 	 	52	 
	Section 5.9. Liens
	 	 	53	 
	Section 5.10. Regulations T, U and X
	 	 	54	 
	Section 5.11. Investments, Loans and Guaranties
	 	 	54	 
	Section 5.12. Merger and Sale of Assets
	 	 	55	 
	Section 5.13. Acquisitions
	 	 	56	 
	Section 5.14. Notice
	 	 	57	 

i

 

TABLE OF CONTENTS

	 	 	 	 	 
	 	 	Page	 
	Section 5.15. Restricted Payments
	 	 	57	 
	Section 5.16. Environmental Compliance
	 	 	57	 
	Section 5.17. Affiliate Transactions
	 	 	57	 
	Section 5.18. Use of Proceeds
	 	 	58	 
	Section 5.19. Subsidiary Guaranties and Pledge of Stock or Other Ownership Interest
	 	 	58	 
	Section 5.20. Restrictive Agreements
	 	 	59	 
	Section 5.21. Other Covenants and Provisions
	 	 	59	 
	Section 5.22. Pari Passu Ranking
	 	 	59	 
	Section 5.23. Guaranty Under Material Indebtedness Agreement
	 	 	59	 
	Section 5.24. Amendment of Organizational Documents
	 	 	59	 
	Section 5.25. Further Assurances
	 	 	60	 
	 
	 	 	 	 
	ARTICLE VI. REPRESENTATIONS AND WARRANTIES
	 	 	60	 
	Section 6.1. Corporate Existence; Subsidiaries; Foreign Qualification
	 	 	60	 
	Section 6.2. Corporate Authority
	 	 	60	 
	Section 6.3. Compliance with Laws and Contracts
	 	 	60	 
	Section 6.4. Litigation and Administrative Proceedings
	 	 	61	 
	Section 6.5. Title to Assets
	 	 	61	 
	Section 6.6. Liens and Security Interests
	 	 	61	 
	Section 6.7. Tax Returns
	 	 	62	 
	Section 6.8. Environmental Laws
	 	 	62	 
	Section 6.9. Continued Business
	 	 	62	 
	Section 6.10. Employee Benefits Plans
	 	 	62	 
	Section 6.11. Consents or Approvals
	 	 	63	 
	Section 6.12. Solvency
	 	 	64	 
	Section 6.13. Financial Statements
	 	 	64	 
	Section 6.14. Regulations
	 	 	64	 
	Section 6.15. Material Agreements
	 	 	64	 
	Section 6.16. Intellectual Property
	 	 	65	 
	Section 6.17. Insurance
	 	 	65	 
	Section 6.18. Accurate and Complete Statements
	 	 	65	 
	Section 6.19. Investment Company; Other Restrictions
	 	 	65	 
	Section 6.20. Defaults
	 	 	65	 
	 
	 	 	 	 
	ARTICLE VII. EVENTS OF DEFAULT
	 	 	65	 
	Section 7.1. Payments
	 	 	65	 
	Section 7.2. Special Covenants
	 	 	65	 
	Section 7.3. Other Covenants
	 	 	65	 
	Section 7.4. Representations and Warranties
	 	 	66	 
	Section 7.5. Cross Default
	 	 	66	 
	Section 7.6. ERISA Default
	 	 	66	 
	Section 7.7. Change in Control
	 	 	66	 
	Section 7.8. Judgments
	 	 	66	 
	Section 7.9. Material Adverse Change
	 	 	66	 
	Section 7.10. Security
	 	 	66	 
	Section 7.11. Validity of Loan Documents
	 	 	67	 

ii

 

TABLE OF CONTENTS

	 	 	 	 	 
	 	 	Page	 
	Section 7.12. Solvency
	 	 	67	 
	 
	 	 		 
	ARTICLE VIII. REMEDIES UPON DEFAULT
	 	 	68	 
	Section 8.1. Optional Defaults
	 	 	68	 
	Section 8.2. Automatic Defaults
	 	 	68	 
	Section 8.3. Letters of Credit
	 	 	68	 
	Section 8.4. Offsets
	 	 	68	 
	Section 8.5. Equalization Provisions
	 	 	69	 
	Section 8.6. Other Remedies
	 	 	70	 
	Section 8.7. Application of Proceeds
	 	 	70	 
	 
	 	 	 	 
	ARTICLE IX. THE AGENT
	 	 	72	 
	Section 9.1. Appointment and Authorization
	 	 	72	 
	Section 9.2. Note Holders
	 	 	72	 
	Section 9.3. Consultation With Counsel
	 	 	72	 
	Section 9.4. Documents
	 	 	72	 
	Section 9.5. Agent and Affiliates
	 	 	73	 
	Section 9.6. Knowledge or Notice of Default
	 	 	73	 
	Section 9.7. Action by Agent
	 	 	73	 
	Section 9.8. Release of Guarantor of Payment or Pledge of Stock
	 	 	73	 
	Section 9.9. Delegation of Duties
	 	 	74	 
	Section 9.10. Indemnification of Agent
	 	 	74	 
	Section 9.11. Successor Agent
	 	 	74	 
	Section 9.12. Fronting Lender
	 	 	74	 
	Section 9.13. Swing Line Lender
	 	 	75	 
	Section 9.14. Agent May File Proofs of Claim
	 	 	75	 
	Section 9.15. No Reliance on Agent’s Customer Identification Program
	 	 	75	 
	Section 9.16. Other Agents
	 	 	76	 
	 
	 	 	 	 
	ARTICLE X. MISCELLANEOUS
	 	 	76	 
	Section 10.1. Lenders’ Independent Investigation
	 	 	76	 
	Section 10.2. No Waiver; Cumulative Remedies
	 	 	76	 
	Section 10.3. Amendments, Waivers and Consents
	 	 	76	 
	Section 10.4. Notices
	 	 	78	 
	Section 10.5. Costs, Expenses and Taxes
	 	 	78	 
	Section 10.6. Indemnification
	 	 	79	 
	Section 10.7. Obligations Several; No Fiduciary Obligations
	 	 	79	 
	Section 10.8. Execution in Counterparts
	 	 	79	 
	Section 10.9. Binding Effect; Borrower’s Assignment
	 	 	79	 
	Section 10.10. Lender Assignments
	 	 	79	 
	Section 10.11. Sale of Participations
	 	 	81	 
	Section 10.12 Replacement of Affected Lenders
	 	 	82	 
	Section 10.13. Patriot Act Notice
	 	 	82	 
	Section 10.14. Severability of Provisions; Captions; Attachments
	 	 	82	 
	Section 10.15. Investment Purpose
	 	 	83	 
	Section 10.16. Entire Agreement
	 	 	83	 
	Section 10.17. Limitations on Liability of the Fronting Lender
	 	 	83	 

iii

 

TABLE OF CONTENTS

	 	 	 	 	 
	 	 	Page	 
	Section 10.18. General Limitation of Liability
	 	 	83	 
	Section 10.19. No Duty
	 	 	83	 
	Section 10.20. Legal Representation of Parties
	 	 	84	 
	Section 10.21. Currency
	 	 	84	 
	Section 10.22. Governing Law; Submission to Jurisdiction
	 	 	85	 
	Jury Trial Waiver
	 	Signature Page 1	 

	 	 	 
	Exhibit A

	 	Form of Revolving Credit Note
	Exhibit B

	 	Form of Swing Line Note
	Exhibit C

	 	Form of Term Note
	Exhibit D

	 	Form of Notice of Loan
	Exhibit E

	 	Form of Compliance Certificate
	Exhibit F

	 	Form of Assignment and Acceptance Agreement
	 
	 	 
	Schedule 1

	 	Guarantors of Payment
	Schedule 2

	 	Pledged Securities
	Schedule 2.3

	 	Term Loan Payment Amount
	Schedule 5.8

	 	Indebtedness
	Schedule 5.9

	 	Liens
	Schedule 5.11

	 	Permitted Foreign Subsidiary Loans, Guaranties and Investments
	Schedule 6.1

	 	Corporate Existence; Subsidiaries; Foreign Qualification
	Schedule 6.4

	 	Litigation and Administrative Proceedings
	Schedule 6.10

	 	Employee Benefits Plans
	Schedule 6.15

	 	Material Agreements

iv

 

     This CREDIT AGREEMENT (as the same may from time to time be amended, restated or otherwise
modified, this “Agreement”) is made effective as of the 2nd day of February, 2010 among:

     (a) SYKES ENTERPRISES, INCORPORATED, a Florida corporation (“Borrower”);

     (b) the lenders listed in the Register, as hereinafter defined, and each other Eligible
Transferee, as hereinafter defined, that from time to time becomes a party hereto pursuant
to Section 10.10 hereof (collectively, the “Lenders” and, individually, each a “Lender”);

     (c) KEYBANK NATIONAL ASSOCIATION, a national banking association, as the lead arranger,
sole book runner and administrative agent for the Lenders under this Agreement (“Agent”);

     (d) BANK OF AMERICA, N.A., a national banking association, as syndication agent
(“Syndication Agent”);

     (e) RBS CITIZENS, NATIONAL ASSOCIATION, a national banking association, as
documentation agent (“Documentation Agent”); and

     (f) HSBC BANK USA, NATIONAL ASSOCIATION, a national banking association, and TORONTO
DOMINION (NEW YORK), LLC, a Delaware limited liability company, each as a co-managing agent
(each a “Co-Managing Agent”).

WITNESSETH:

     WHEREAS, Borrower, Agent and the Lenders desire to contract for the establishment of credits
in the aggregate principal amounts hereinafter set forth, to be made available to Borrower upon the
terms and subject to the conditions hereinafter set forth;

     NOW, THEREFORE, it is mutually agreed as follows:

ARTICLE I. DEFINITIONS

     Section 1.1. Definitions. As used in this Agreement, the following terms shall have
the meanings set forth below:

     “Acquisition” means any transaction or series of related transactions for the purpose of or
resulting, directly or indirectly, in (a) the acquisition of all or substantially all of the assets
of any Person (other than a Company), or any business or division of any Person (other than a
Company), (b) the acquisition of in excess of fifty percent (50%) of the outstanding capital stock
(or other equity interest) of any Person (other than a Company), or (c) the acquisition of another

 

 

Person (other than a Company) by a merger, amalgamation or consolidation or any other combination
with such Person.

     “Advantage” means any payment (whether made voluntarily or involuntarily, by offset of any
deposit or other indebtedness or otherwise) received by any Lender (a) prior to an Equalization
Event, in respect of the Applicable Debt, if such payment results in that Lender having less than
its pro rata share (based upon its Applicable Commitment Percentage) of the Applicable Debt then
outstanding, and (b) on and after an Equalization Event, in respect of the Obligations, if such
payment results in that Lender having less than its pro rata share (based upon its Equalization
Percentage) of the Obligations then outstanding.

     “Affected Lender” means a Defaulting Lender, an Insolvent Lender or a Downgraded Lender.

     “Affiliate” means any Person, directly or indirectly, controlling, controlled by or under
common control with a Company and “control” (including the correlative meanings, the terms
“controlling”, “controlled by” and “under common control with”) means the power, directly or
indirectly, to direct or cause the direction of the management and policies of a Company, whether
through the ownership of voting securities, by contract or otherwise.

     “Agent” means that term as defined in the first paragraph hereof.

     “Agent Fee Letter” means the Agent Fee Letter between Borrower and Agent, dated as of the
Closing Date, as the same may from time to time be amended, restated or otherwise modified.

     “Agreement” means that term as defined in the first paragraph hereof.

     “Alternate Currency” means Euros, Canadian Dollars, Pounds Sterling, Krona, or any other
currency, other than Dollars, agreed to by Agent that shall be freely transferable and convertible
into Dollars.

     “Alternate Currency Exposure” means, at any time and without duplication, the sum of the
Dollar Equivalent of (a) the aggregate principal amount of Alternate Currency Loans, and (b) the
Letter of Credit Exposure that is denominated in one or more Alternate Currencies.

     “Alternate Currency Loan” means a Revolving Loan described in Section 2.2(a) hereof, that
shall be denominated in an Alternate Currency and on which Borrower shall pay interest at a rate
based upon the Alternate Currency Rate applicable to such Alternate Currency.

     “Alternate Currency Maximum Amount” means Forty Million Dollars ($40,000,000).

     “Alternate Currency Rate” means, with respect to an Alternate Currency Loan, for any Interest
Period, a rate per annum equal to the quotient obtained (rounded upwards, if necessary, to the
nearest 1/16th of 1%) by dividing (a) the rate of interest, determined by Agent in
accordance with its usual procedures (which determination shall be conclusive absent manifest

2

 

error) as of approximately 11:00 A.M. (London time) two Business Days prior to the beginning of
such Interest Period pertaining to such Alternate Currency Loan, as listed on British Bankers
Association Interest Rate LIBOR 01 or 02 as provided by Reuters (or, if for any reason such rate is
unavailable from Reuters, from any other similar company or service that provides rate quotations
comparable to those currently provided by Reuters) as the rate in the London interbank market for
deposits in the relevant Alternate Currency in immediately available funds with a maturity
comparable to such Interest Period, provided that, in the event that such rate quotation is not
available for any reason, then the Alternate Currency Rate shall be the average (rounded upward to
the nearest 1/16th of 1%) of the per annum rates at which deposits in immediately
available funds in the relevant Alternate Currency for the relevant Interest Period and in the
amount of the Alternate Currency Loan to be disbursed or to remain outstanding during such Interest
Period, as the case may be, are offered to Agent (or an affiliate of Agent, in Agent’s discretion)
by prime banks in any Alternate Currency market reasonably selected by Agent, determined as of
11:00 A.M. (London time) (or as soon thereafter as practicable), two Business Days prior to the
beginning of the relevant Interest Period pertaining to such Alternate Currency Loan hereunder; by
(b) 1.00 minus the Reserve Percentage.

     “Applicable Commitment Fee Rate” means:

     (a) for the period from the Closing Date through May 31, 2010, seventy-five (75.00)
basis points; and

     (b) commencing with the Consolidated financial statements of Borrower for the fiscal
quarter ending March 31, 2010, the number of basis points set forth in the following matrix,
based upon the result of the computation of the Leverage Ratio, shall be used to establish
the number of basis points that will go into effect on June 1, 2010 and thereafter, as
provided below:

	 	 	 
	Leverage Ratio	 	Applicable Commitment Fee Rate
	Greater than or equal to 1.00 to 1.00

	 	75.00 basis points
	Less than 1.00 to 1.00

	 	50.00 basis points

After June 1, 2010, changes to the Applicable Commitment Fee Rate shall be effective on the first
day of each calendar month following the date upon which Agent should have received, pursuant to
Section 5.3(a) and (b) hereof, the Consolidated financial statements of Borrower. The above matrix
does not modify or waive, in any respect, the requirements of Section 5.7 hereof, the rights of
Agent and the Lenders to charge the Default Rate, or the rights and remedies of Agent and the
Lenders pursuant to Articles VII and VIII hereof. Notwithstanding anything herein to the contrary,
(i) during any period when Borrower shall have failed to timely deliver the Consolidated financial
statements pursuant to Section 5.3(a) or (b) hereof, or the Compliance Certificate pursuant to
Section 5.3(c) hereof, until such time as the appropriate Consolidated financial statements and
Compliance Certificate are delivered, the Applicable Commitment Fee Rate shall be the highest rate
per annum indicated in the above pricing grid regardless of the Leverage Ratio at such time, and
(ii) in the event that any financial information or certification provided to Agent in the
Compliance Certificate is shown to be inaccurate (regardless of whether this Agreement or the
Commitment is in effect when such inaccuracy is discovered), and such

3

 

inaccuracy, if corrected, would have led to the application of a higher Applicable Commitment Fee
Rate for any period (an “Applicable Commitment Fee Period”) than the Applicable Commitment Fee Rate
applied for such Applicable Commitment Fee Period, then (A) Borrower shall immediately deliver to
Agent a corrected Compliance Certificate for such Applicable Commitment Fee Period, (B) the
Applicable Commitment Fee Rate shall be determined based on such corrected Compliance Certificate,
and (C) Borrower shall immediately pay to Agent the accrued additional fees owing as a result of
such increased Applicable Commitment Fee Rate for such Applicable Commitment Fee Period.

     “Applicable Commitment Percentage” means, for each Lender:

     (a) with respect to the Revolving Credit Commitment, the percentage, if any, set forth
opposite such Lender’s name under the column headed “Revolving Credit Commitment
Percentage”, as set forth in the Register; and

     (b) with respect to the Term Loan Commitment, the percentage, if any, set forth
opposite such Lender’s name under the column headed “Term Loan Commitment Percentage”, as
set forth in the Register.

“Applicable Debt” means:

     (a) with respect to the Revolving Credit Commitment, collectively, (i) all Indebtedness
incurred by Borrower to the Revolving Lenders pursuant to this Agreement and the other Loan
Documents, and includes, without limitation, the principal of and interest on all Revolving
Loans and the Swing Loans and all obligations with respect to Letters of Credit, (ii) each
extension, renewal or refinancing of the foregoing, in whole or in part, (iii) the
commitment, prepayment and other fees and amounts payable hereunder in connection with the
Revolving Credit Commitment, and (iv) all Related Expenses incurred in connection with the
foregoing; and

     (b) with respect to the Term Loan Commitment, collectively, (i) all Indebtedness
incurred by Borrower to the Term Lenders pursuant to this Agreement and the other Loan
Documents, and includes, without limitation, the principal of and interest on the Term Loan,
(ii) each extension, renewal or refinancing of the foregoing in whole or in part, (iii) all
prepayment and other fees and amounts payable hereunder in connection with the Term Loan
Commitment, and (iv) all Related Expenses incurred in connection with the foregoing.

     “Applicable Margin” means:

     (a) for the period from the Closing Date through May 31, 2010, three hundred fifty
(350.00) basis points for LIBOR Fixed Rate Loans and two hundred fifty (250.00) basis points
for Base Rate Loans; and

     (b) commencing with the Consolidated financial statements of Borrower for the fiscal
quarter ending March 31, 2010, the number of basis points (depending upon

4

 

whether Loans are LIBOR Fixed Rate Loans or Base Rate Loans) set forth in the following
matrix, based upon the result of the computation of the Leverage Ratio, shall be used to
establish the number of basis points that will go into effect on June 1, 2010 and
thereafter, as provided below:

	 	 	 	 	 	 	 	 	 
	 	 	Applicable Basis	 	Applicable Basis
	 	 	Points for LIBOR	 	Points for
	Leverage Ratio	 	Fixed Rate Loans	 	Base Rate Loans
	Greater than or equal to 1.50 to 1.00
	 	 	400.00	 	 	 	300.00	 
	Greater than or equal to 1.00 to
1.00 but less than 1.50 to 1.00
	 	 	350.00	 	 	 	250.00	 
	Greater than or equal to 0.50 to
1.00 but less than 1.00 to 1.00
	 	 	325.00	 	 	 	225.00	 
	Less than 0.50 to 1.00
	 	 	300.00	 	 	 	200.00	 

After June 1, 2010, changes to the Applicable Margin shall be effective on the first day of each
calendar month following the date upon which Agent should have received, pursuant to Section 5.3(a)
and (b) hereof, the Consolidated financial statements of Borrower. The above matrix does not
modify or waive, in any respect, the requirements of Section 5.7 hereof, the rights of Agent and
the Lenders to charge the Default Rate, or the rights and remedies of Agent and the Lenders
pursuant to Articles VII and VIII hereof. Notwithstanding anything herein to the contrary, (i)
during any period when Borrower shall have failed to timely deliver the Consolidated financial
statements pursuant to Section 5.3(a) or (b) hereof, or the Compliance Certificate pursuant to
Section 5.3(c) hereof, until such time as the appropriate Consolidated financial statements and
Compliance Certificate are delivered, the Applicable Margin shall be the highest rate per annum
indicated in the above pricing grid for Loans of that type regardless of the Leverage Ratio at such
time, and (ii) in the event that any financial information or certification provided to Agent in
the Compliance Certificate is shown to be inaccurate (regardless of whether this Agreement or the
Commitment is in effect when such inaccuracy is discovered ), and such inaccuracy, if corrected,
would have led to the application of a higher Applicable Margin for any period (an “Applicable
Margin Period”) than the Applicable Margin applied for such Applicable Margin Period, then (A)
Borrower shall immediately deliver to Agent a corrected Compliance Certificate for such Applicable
Margin Period, (B) the Applicable Margin shall be determined based on such corrected Compliance
Certificate, and (C) Borrower shall immediately pay to Agent the accrued additional interest owing
as a result of such increased Applicable Margin for such Applicable Margin Period.

     “Approved Depository” means a domestic or foreign commercial bank or United States branch of a
foreign bank licensed under the laws of the United States or a State thereof having (a) capital and
surplus in excess of Five Hundred Million Dollars ($500,000,000) and (b) a senior unsecured
long-term indebtedness rating from Standard & Poor’s of at least A-, or the equivalent thereof, or
from Moody’s of at least A3, or the equivalent thereof, or, with respect to any investment or
deposit in a foreign bank in excess of One Million Dollars ($1,000,000), an equivalent rating from
a comparable foreign rating agency.

5

 

     “Assignment Agreement” means an Assignment and Acceptance Agreement in the form of the
attached Exhibit F.

     “Authorized Officer” means a Financial Officer, the Vice President and General Counsel, or
other individual authorized by a Financial Officer in writing (with a copy to Agent) to handle
certain administrative matters in connection with this Agreement.

     “Bankruptcy Code” means Title 11 of the United States Code entitled “Bankruptcy”, as now or
hereafter in effect, or any successor thereto, as hereafter amended.

     “Base Rate” means a rate per annum equal to the highest of (a) the Prime Rate, (b) one-half of
one percent (.50%) in excess of the Federal Funds Effective Rate, and (c) one hundred (100.00)
basis points in excess of the London Interbank Offered Rate for loans in Eurodollars with an
Interest Period of one month. Any change in the Base Rate shall be effective immediately from and
after such change in the Base Rate.

     “Base Rate Loan” means a Revolving Loan described in Section 2.2(a) hereof, or a portion of
the Term Loan described in Section 2.3 hereof, that shall be denominated in Dollars and on which
Borrower shall pay interest at a rate based on the Derived Base Rate.

     “Borrower” means that term as defined in the first paragraph hereof.

     “Borrower Investment Policy” means the Investment Policy of Borrower in effect as of the
Closing Date, together with such modifications as approved from time to time by the Board of
Directors of Borrower.

     “Business Day” means a day that is not a Saturday, a Sunday, or a day on which national banks
are authorized or required to close in Cleveland, Ohio, and, in addition, (a) if the applicable
Business Day relates to a Eurodollar Loan, a day of the year on which dealings in deposits are
carried on in the London interbank Eurodollar market, and (b) if the applicable Business Day
relates to an Alternate Currency, a day of the year on which dealings in deposits are carried on in
the relevant Alternate Currency.

     “Capital Distribution” means a payment made, liability incurred or other consideration given
by a Company to any Person that is not a Company, (a) for the purchase, acquisition, redemption,
repurchase, payment or retirement of any capital stock or other equity interest of such Company, or
(b) as a dividend, return of capital or other distribution (other than any stock dividend, stock
split or other equity distribution payable only in capital stock or other equity of such Company)
in respect of such Company’s capital stock or other equity interest.

     “Capitalized Lease Obligations” means obligations of the Companies for the payment of rent for
any real or personal property under leases or agreements to lease that, in accordance with GAAP,
have been or should be capitalized on the books of the lessee and, for the purposes hereof, the
amount of any such obligation shall be the capitalized amount thereof determined in accordance with
GAAP.

6

 

     “Cash Equivalent Investments” means:

     (a) securities issued, or directly and fully guaranteed or insured by, the United
States of America or any agency or instrumentality thereof (provided that the full faith and
credit of the United States of America is pledged in support thereof) having maturities of
not more than one year from the date of acquisition;

     (b) time deposits, demand deposits, certificates of deposit and bankers’ acceptances of
an Approved Depository, in each case with maturities of not more than one year from the date
of acquisition;

     (c) commercial paper issued by an Approved Depository or by the parent company of an
Approved Depository and commercial paper issued by, or guaranteed by, any industrial or
financial company with a short-term commercial paper rating of at least A-1 or the
equivalent thereof by Standard & Poor’s or at least P-1 or the equivalent thereof by
Moody’s, or guaranteed by any industrial company with a long term unsecured debt rating of
at least A or A2, or the equivalent of each thereof, from Standard & Poor’s or Moody’s, as
the case may be, and in each case maturing within one year after the date of acquisition;

     (d) investments in money market funds substantially all the assets of which are
comprised of securities of the types described in subparts (a) through (c) above, or
investments in money market funds of an investment management firm with assets in excess of
Five Hundred Million Dollars ($500,000,000); and

     (e) investments in money market funds access to which is provided as part of “sweep”
accounts maintained with an Approved Depository.

     “Change in Control” means (a) the acquisition of, or, if earlier, the shareholder or director
approval of the acquisition of, ownership or voting control, directly or indirectly, beneficially
or of record, on or after the Closing Date, by any Person (other than John Sykes) or group (within
the meaning of Rule 13d-3 of the SEC under the Securities Exchange Act of 1934, as then in effect),
of shares representing more than thirty percent (30%) of the aggregate ordinary Voting Power
represented by the issued and outstanding capital stock of Borrower; (b) the occupation of a
majority of the seats (other than vacant seats) on the board of directors or other governing body
of Borrower by Persons who were neither (i) nominated by the board of directors or other governing
body of Borrower nor (ii) appointed by directors so nominated; (c) the occurrence of a change in
control, or other term of similar import used therein, as defined in any Material Indebtedness
Agreement; or (d) Borrower shall no longer be subject to the periodical and other reporting
requirements of Section 13 or Section 15(d) of the Securities Exchange Act of 1934, as then in
effect.

     “Closing Date” means the effective date of this Agreement as set forth in the first paragraph
of this Agreement.

7

 

     “Closing Fee Letter” means the Closing Fee Letter between Borrower and Agent, dated as of the
Closing Date.

     “Code” means the Internal Revenue Code of 1986, as amended, together with the rules and
regulations promulgated thereunder.

     “Collateral” means the Pledged Securities and any and all other assets of the Companies that,
on or after the Closing Date, are pledged to Agent, for the benefit of the Lenders, to secure the
Secured Obligations.

     “Co-Managing Agent” means that term as defined in the first paragraph hereof.

     “Commitment” means the obligation hereunder of the Lenders, during the Commitment Period, to
make Loans and to participate in Swing Loans and the issuance of Letters of Credit pursuant to the
Revolving Credit Commitment and the Term Loan Commitment, up to the Total Commitment Amount.

     “Commitment Percentage” means, for each Lender, the percentage set forth opposite such
Lender’s name under the column headed “Commitment Percentage”, as listed in the Register (taking
into account any assignments pursuant to Section 10.10 hereof).

     “Commitment Period” means the period from the Closing Date to February 1, 2013, or such
earlier date on which the Commitment shall have been terminated pursuant to Article VIII hereof.

     “Companies” means Borrower and all Subsidiaries.

     “Company” means Borrower or a Subsidiary.

     “Compliance Certificate” means a Compliance Certificate in the form of the attached
Exhibit E.

     “Consideration” means, in connection with an Acquisition, the aggregate consideration paid or
to be paid, including borrowed funds, cash, deferred payments, the issuance of securities or notes,
the assumption or incurring of liabilities (direct or contingent), the payment of consulting fees
or fees for a covenant not to compete and any other consideration paid or to be paid for such
Acquisition; provided that, if the amount paid or to be paid for any such consideration is not
determinable at the time of such Acquisition, the amount paid or to be paid for such consideration
shall be estimated by Borrower, in its commercially reasonable discretion.

     “Consolidated” means the resultant consolidation of the financial statements of Borrower and
its Subsidiaries in accordance with GAAP, including principles of consolidation consistent with
those applied in preparation of the consolidated financial statements referred to in Section 6.13
hereof.

8

 

     “Consolidated Capital Expenditures” means, for any period, the amount of capital expenditures
of Borrower, as determined on a Consolidated basis and in accordance with GAAP.

     “Consolidated Depreciation and Amortization Charges” means, for any period, the aggregate of
all depreciation and amortization charges (specifically including amortization of deferred grants)
for fixed assets, leasehold improvements and general intangibles (specifically including goodwill)
of Borrower for such period, as determined on a Consolidated basis and in accordance with GAAP.

     “Consolidated EBIT” means, for any period, as determined on a Consolidated basis and in
accordance with GAAP, (a) Consolidated Net Earnings for such period plus, without duplication, the
aggregate amounts deducted in determining such Consolidated Net Earnings in respect of (i)
Consolidated Interest Expense, (ii) Consolidated Income Tax Expense, (iii) special non-cash losses
and charges and other non-recurring non-cash losses and charges, and (iv) costs and expenses paid
in cash and incurred in connection with, or attributable to, the ICT Group Acquisition, that were
incurred prior to February 2, 2011 and that are otherwise acceptable to Agent, in an aggregate
amount not to exceed Fifty Million Dollars ($50,000,000); minus, (b) to the extent included in
Consolidated Net Earnings for such period, special non-cash gains and other non-recurring non-cash
gains.

     “Consolidated EBITDA” means, for any period, as determined on a Consolidated basis and in
accordance with GAAP, Consolidated EBIT plus Consolidated Depreciation and Amortization Charges.

     “Consolidated Funded Indebtedness” means, at any date, all Indebtedness (including, but not
limited to, short term, long term and Subordinated Indebtedness, if any) of Borrower, as determined
on a Consolidated basis and in accordance with GAAP.

     “Consolidated Income Tax Expense” means, for any period, all provisions for taxes based on the
gross or net income of Borrower (including, without limitation, any additions to such taxes, and
any penalties and interest with respect thereto), as determined on a Consolidated basis and in
accordance with GAAP.

     “Consolidated Interest Expense” means, for any period, the interest expense of Borrower for
such period, as determined on a Consolidated basis and in accordance with GAAP.

     “Consolidated Net Earnings” means, for any period, the net income (loss) of Borrower for such
period, as determined on a Consolidated basis and in accordance with GAAP.

     “Consolidated Net Worth” means, at any date, the stockholders’ equity of Borrower, determined
as of such date on a Consolidated basis and in accordance with GAAP.

     “Controlled Group” means a Company and each Person required to be aggregated with a Company
under Code Section 414(b), (c), (m)
or (o).

9

 

     “Credit Event” means the making by the Lenders of a Loan, the conversion by the Lenders of a
Base Rate Loan to a Eurodollar Loan, the continuation by the Lenders of a Eurodollar Loan after the
end of the applicable Interest Period, the making by the Swing Line Lender of a Swing Loan, or the
issuance (or amendment or renewal) by the Fronting Lender of a Letter of Credit.

     “Credit Party” means Borrower and any Subsidiary or other Affiliate that is a Guarantor of
Payment.

     “Default” means an event or condition that constitutes, or with the lapse of any applicable
grace period or the giving of notice or both would constitute, an Event of Default, and that has
not been waived by the Required Lenders (or, if required hereunder, all of the Lenders) in writing.

     “Default Rate” means (a) with respect to any Loan or other Obligation, a rate per annum equal
to two percent (2%) in excess of the rate otherwise applicable thereto, and (b) with respect to any
other amount, if no rate is specified or available, a rate per annum equal to two percent (2%) in
excess of the Derived Base Rate from time to time in effect.

     “Defaulting Lender” means any Lender, as reasonably determined by Agent, that (a) has failed
(which failure has not been cured) to fund any Loan or any participation interest in Letters of
Credit required to be made hereunder in accordance with the terms hereof (unless such Lender shall
have notified Agent and Borrower in writing of its good faith determination that a condition under
Section 4.1 hereof to its obligation to fund any Loan shall not have been satisfied); (b) has
notified Borrower or Agent in writing that it does not intend to comply with any of its funding
obligations under this Agreement or has made a public statement to the effect that it does not
intend to comply with its funding obligations under this Agreement or generally under other
agreements in which it commits to extend credit; (c) has failed, within three Business Days after
receipt of a written request from Agent or Borrower to confirm that it will comply with the terms
of this Agreement relating to its obligation to fund prospective Loans or participations in Letters
of Credit, and such request states that the requesting party has reason to believe that the Lender
receiving such request may fail to comply with such obligation, and states such reason; or (d) has
failed to pay to Agent or any other Lender when due an amount owed by such Lender to Agent or any
other Lender pursuant to the terms of this Agreement, unless such amount is subject to a good faith
dispute or such failure has been cured. Any Defaulting Lender shall cease to be a Defaulting
Lender when Agent determines, in its reasonable discretion, that such Defaulting Lender is no
longer a Defaulting Lender based upon the characteristics set forth in this definition.

     “Derived Base Rate” means a rate per annum equal to the sum of the Applicable Margin (from
time to time in effect) for Base Rate Loans plus the Base Rate.

     “Derived LIBOR Fixed Rate” means (a) with respect to a Eurodollar Loan, a rate per annum equal
to the sum of the Applicable Margin (from time to time in effect) for LIBOR Fixed Rate Loans plus
the Eurodollar Rate, and (b) with respect to an Alternate Currency Loan, a rate per annum equal to
the sum of the Applicable Margin (from time to time in effect) for LIBOR Fixed Rate Loans plus the
Alternate Currency Rate applicable to the relevant Alternate Currency.

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     “Documentation Agent” means that term as defined in the first paragraph hereof.

     “Dollar” or the $ sign means lawful money of the United States of America.

     “Dollar Equivalent” means (a) with respect to an Alternate Currency Loan or Letter of Credit
denominated in an Alternate Currency, the Dollar equivalent of the amount of such Alternate
Currency Loan or Letter of Credit denominated in such Alternate Currency, determined by Agent on
the basis of its spot rate at approximately 11:00 A.M. (London time) on the date two Business Days
before the date of such Alternate Currency Loan or issuance of such Letter of Credit denominated in
such Alternate Currency, for the purchase of the relevant Alternate Currency with Dollars for
delivery on the date of such Alternate Currency Loan or Letter of Credit, and (b) with respect to
any other amount, if such amount is denominated in Dollars, then such amount in Dollars and,
otherwise the Dollar equivalent of such amount, determined by Agent on the basis of its spot rate
at approximately 11:00 A.M. (London time) on the date for which the Dollar equivalent amount of
such amount is being determined, for the purchase of the relevant Alternate Currency with Dollars
for delivery on such date; provided, that, in calculating the Dollar Equivalent for purposes of
determining (i) Borrower’s obligation to prepay Loans and Letters of Credit pursuant to Section
2.11 hereof, or (ii) Borrower’s ability to request additional Loans or Letters of Credit pursuant
to the Commitment, Agent may, in its discretion, on any Business Day selected by Agent (prior to
payment in full of the Obligations), calculate the Dollar Equivalent of each such Loan or Letter of
Credit. Agent shall notify Borrower of the Dollar Equivalent of such Alternate Currency Loan or
any other amount, at the time that such Dollar Equivalent shall have been determined.

     “Domestic Subsidiary” means a Subsidiary that is not a Foreign Subsidiary.

     “Dormant Subsidiary” means a Company that (a) is not a Credit Party, (b) has aggregate assets
of less than Fifty Thousand Dollars ($50,000), and (c) has no direct or indirect Subsidiaries with
aggregate assets, for such Company and all such Subsidiaries, of more than Fifty Thousand Dollars
($50,000).

     “Downgraded Lender” means any Lender that has a non-credit enhanced senior unsecured debt
rating below investment grade from either Moody’s, Standard & Poor’s or any other nationally
recognized statistical rating organization recognized as such by the SEC. Any Downgraded Lender
shall cease to be a Downgraded Lender when Agent determines, in its reasonable discretion, that
such Downgraded Lender is no longer a Downgraded Lender based upon the characteristics set forth in
this definition.

     “Eligible Transferee” means a commercial bank, financial institution or other “accredited
investor” (as defined in SEC Regulation D) that is not Borrower, a Subsidiary or an Affiliate.

     “Environmental Laws” means all provisions of law (including the common law), statutes,
ordinances, codes, rules, guidelines, policies, procedures, orders-in-council, regulations,
permits, licenses, judgments, writs, injunctions, decrees, orders, awards and standards promulgated
by a Governmental Authority or by any court, agency, instrumentality, regulatory authority or

11

 

commission of any of the foregoing concerning environmental health or safety and protection of, or
regulation of the discharge of substances into, the environment.

     “Environmental Permits” means all permits, licenses, authorizations, certificates, approvals
or registrations required by any Governmental Authority under any Environmental Laws.

     “Equalization Event” means the earlier of (a) the occurrence of an Event of Default under
Section 7.12 hereof, or (b) the acceleration of the maturity of the Obligations after the
occurrence of an Event of Default.

     “Equalization Maximum Amount” means that term as defined in Section 8.5(b)(i) hereof.

     “Equalization Percentage” means that term as defined in Section 8.5(b)(ii) hereof.

     “ERISA” means the Employee Retirement Income Security Act of 1974, as amended from time to
time, and the regulations promulgated pursuant thereto.

     “ERISA Event” means (a) the existence of a condition or event with respect to an ERISA Plan
that presents a risk of the imposition of an excise tax or any other liability on a Company or of
the imposition of a Lien on the assets of a Company; (b) the engagement by a Controlled Group
member in a non-exempt “prohibited transaction” (as defined under ERISA Section 406 or Code Section
4975) or a breach of a fiduciary duty under ERISA that could result in liability to a Company; (c)
the application by a Controlled Group member for a waiver from the minimum funding requirements of
Code Section 412 or ERISA Section 302 or a Controlled Group member is required to provide security
under Code Section 401(a)(29) or ERISA Section 307; (d) the occurrence of a Reportable Event with
respect to any Pension Plan as to which notice is required to be provided to the PBGC; (e) the
withdrawal by a Controlled Group member from a Multiemployer Plan in a “complete withdrawal” or a
“partial withdrawal” (as such terms are defined in ERISA Sections 4203 and 4205, respectively); (f)
the involvement of, or occurrence or existence of any event or condition that makes likely the
involvement of, a Multiemployer Plan in any reorganization under ERISA Section 4241; (g) the
failure of an ERISA Plan (and any related trust) that is intended to be qualified under Code
Sections 401 and 501 to be so qualified or the failure of any “cash or deferred arrangement” under
any such ERISA Plan to meet the requirements of Code Section 401(k); (h) the taking by the PBGC of
any steps to terminate a Pension Plan or appoint a trustee to administer a Pension Plan, or the
taking by a Controlled Group member of any steps to terminate a Pension Plan; (i) the failure by a
Controlled Group member or an ERISA Plan to satisfy any requirements of law applicable to an ERISA
Plan; (j) the commencement, existence or threatening of a claim, action, suit, audit or
investigation with respect to an ERISA Plan, other than a routine claim for benefits; or (k) any
incurrence by or any expectation of the incurrence by a Controlled Group member of any liability
for post-retirement benefits under any Welfare Plan, other than as required by ERISA Section 601,
et. seq. or Code Section 4980B.

12

 

     “ERISA Plan” means an “employee benefit plan” (within the meaning of ERISA Section 3(3)) that
a Controlled Group member at any time sponsors, maintains, contributes to, has liability with
respect to or has an obligation to contribute to such plan.

     “Eurocurrency Liabilities” shall have the meaning assigned to that term in Regulation D of the
Board of Governors of the Federal Reserve System, as in effect from time to time.

     “Eurodollar” means a Dollar denominated deposit in a bank or branch outside of the United
States.

     “Eurodollar Loan” means a Revolving Loan described in Section 2.2(a) hereof, or a portion of
the Term Loan described in Section 2.3 hereof, that shall be denominated in Dollars and on which
Borrower shall pay interest at a rate based upon the Derived LIBOR Fixed Rate applicable to
Eurodollars.

     “Eurodollar Rate” means, with respect to a Eurodollar Loan, for any Interest Period, a rate
per annum equal to the quotient obtained (rounded upwards, if necessary, to the nearest
1/16th of 1%) by dividing (a) the rate of interest, determined by Agent in accordance
with its usual procedures (which determination shall be conclusive absent manifest error) as of
approximately 11:00 A.M. (London time) two Business Days prior to the beginning of such Interest
Period pertaining to such Eurodollar Loan, as listed on British Bankers Association Interest Rate
LIBOR 01 or 02 as provided by Reuters or Bloomberg (or, if for any reason such rate is unavailable
from Reuters or Bloomberg, from any other similar company or service that provides rate quotations
comparable to those currently provided by Reuters or Bloomberg) as the rate in the London interbank
market for Dollar deposits in immediately available funds with a maturity comparable to such
Interest Period, provided that, in the event that such rate quotation is not available for any
reason, then the Eurodollar Rate shall be the average (rounded upward to the nearest 1/16th of 1%)
of the per annum rates at which deposits in immediately available funds in Dollars for the relevant
Interest Period and in the amount of the Eurodollar Loan to be disbursed or to remain outstanding
during such Interest Period, as the case may be, are offered to Agent (or an affiliate of Agent, in
Agent’s discretion) by prime banks in any Eurodollar market reasonably selected by Agent,
determined as of 11:00 A.M. (London time) (or as soon thereafter as practicable), two Business Days
prior to the beginning of the relevant Interest Period pertaining to such Eurodollar Loan; by
(b) 1.00 minus the Reserve Percentage.

     “Event of Default” means an event or condition that shall constitute an event of default as
defined in Article VII hereof.

     “Excluded Taxes” means, in the case of Agent and each Lender, taxes imposed on or measured by
its overall net income or branch profits, and franchise taxes imposed on it (in lieu of net income
taxes), by the jurisdiction (or any political subdivision thereof) under the laws of which Agent or
such Lender, as the case may be, is organized or in which its principal office is located, or, in
the case of any Lender, in which its applicable lending office is located.

     “Federal Funds Effective Rate” means, for any day, the rate per annum (rounded upward to the
nearest one one-hundredth of one percent (1/100 of 1%)) announced by the Federal

13

 

Reserve Bank of New York (or any successor) on such day as being the weighted average of the rates
on overnight federal funds transactions arranged by federal funds brokers on the previous trading
day, as computed and announced by such Federal Reserve Bank (or any successor) in substantially the
same manner as such Federal Reserve Bank computes and announces the weighted average it refers to
as the “Federal Funds Effective Rate” as of the Closing Date.

     “Financial Officer” means any of the following officers: chief executive officer, president,
chief financial officer, treasurer or controller. Unless otherwise qualified, all references to a
Financial Officer in this Agreement shall refer to a Financial Officer of Borrower.

     “Foreign Benefit Plan” means each material plan, fund, program or policy established under the
law of a jurisdiction other than the United States (or a state or local government thereof),
whether formal or informal, funded or unfunded, insured or uninsured, providing employee benefits,
including medical, hospital care, dental, sickness, accident, disability, life insurance, pension,
retirement or savings benefits, under which one or more Companies have any liability with respect
to any employee or former employee, but excluding any Foreign Pension Plan.

     “Foreign Pension Plan” means a pension plan required to be registered under the law of a
jurisdiction other than the United States (or a state or local government thereof), that is
maintained or contributed to by one or more Companies for their employees or former employees.

     “Foreign Subsidiary” means a Subsidiary that is organized under the laws of any jurisdiction
other than the United States, any State thereof or the District of Columbia.

     “Fronting Lender” means, as to any Letter of Credit transaction hereunder, Agent as issuer of
the Letter of Credit, or, in the event that Agent either shall be unable to issue or shall agree
that another Revolving Lender may issue, a Letter of Credit, such other Revolving Lender as shall
agree to issue the Letter of Credit in its own name, but in each instance on behalf of the
Revolving Lenders hereunder.

     “GAAP” means generally accepted accounting principles in the United States as then in effect,
which shall include the official interpretations thereof by the Financial Accounting Standards
Board, applied on a basis consistent with the past accounting practices and procedures of Borrower.

     “Governmental Authority” means any nation or government, any state, province or territory or
other political subdivision thereof, any governmental agency, department, authority,
instrumentality, regulatory body, court, central bank or other governmental entity exercising
executive, legislative, judicial, taxing, regulatory or administrative functions of or pertaining
to government, any securities exchange and any self-regulatory organization exercising such
functions.

     “Guarantor” means a Person that shall have pledged its credit or property in any manner for
the payment or other performance of the indebtedness, contract or other obligation of another

14

 

and includes (without limitation) any guarantor (whether of payment or of collection), surety,
co-maker, endorser or Domestic Subsidiary that shall have agreed conditionally or otherwise to make
any purchase, loan or investment in order thereby to enable another to prevent or correct a default
of any kind.

     “Guarantor of Payment” means each of the Companies designated a “Guarantor of Payment” on
Schedule 1 hereto, each of which is executing and delivering a Guaranty of Payment, and any
other Domestic Subsidiary that shall deliver a Guaranty of Payment to Agent subsequent to the
Closing Date.

     “Guaranty of Payment” means each Guaranty of Payment executed and delivered on or after the
Closing Date in connection with this Agreement by the Guarantors of Payment, as the same may from
time to time be amended, restated or otherwise modified.

     “Hedge Agreement” means any (a) hedge agreement, interest rate swap, cap, collar or floor
agreement, or other interest rate management device entered into by a Company with any Person in
connection with any Indebtedness of such Company, or (b) currency swap agreement, forward currency
purchase agreement or similar arrangement or agreement designed to protect against fluctuations in
currency exchange rates entered into by a Company.

     “ICT Group” means ICT Group, Inc., a Pennsylvania corporation.

     “ICT Group Acquisition” means the Acquisition by Borrower of ICT Group pursuant to the ICT
Group Acquisition Documents.

     “ICT Group Acquisition Documents” means the ICT Group Merger Agreement and each other
document executed and delivered in connection therewith.

     “ICT Group Merger Agreement” means that certain Agreement and Plan of Merger, dated as of
October 5, 2009, among Borrower, SH Merger Subsidiary I, Inc., a direct wholly-owned subsidiary of
Borrower, SH Merger Subsidiary II, LLC (now known as Sykes Acquisition, LLC), a direct wholly-owned
subsidiary of Borrower, and ICT Group.

     “Indebtedness” means, for any Company, without duplication, (a) all obligations to repay
borrowed money, direct or indirect, incurred, assumed, or guaranteed, (b) all obligations in
respect of the deferred purchase price of property or services (other than trade accounts payable
in the ordinary course of business), (c) all obligations under conditional sales or other title
retention agreements, (d) all obligations (contingent or otherwise) under any letter of credit or
banker’s acceptance, (e) all net obligations under any currency swap agreement, interest rate swap,
cap, collar or floor agreement or other interest rate management device or any Hedge Agreement, (f)
all synthetic leases, (g) all Capitalized Lease Obligations, (h) all obligations of such Company
with respect to asset securitization financing programs, (i) all obligations to advance funds to,
or to purchase assets, property or services from, any other Person in order to maintain the
financial condition of such Person, (j) all indebtedness of the types referred to in subparts (a)
through (i) above of any partnership or joint venture (other than a joint venture that is itself a
corporation or limited liability company) in which such Company is a general partner

15

 

or joint venturer, unless such indebtedness is expressly made non-recourse to such Company, (k) any
other transaction (including forward sale or purchase agreements) having the commercial effect of a
borrowing of money entered into by such Company to finance its operations or capital requirements,
and (l) any guaranty of any obligation described in subparts (a) through (k) hereof.

     “Insolvent Lender” means a Lender that (a) is not Solvent or is the Subsidiary of a Person
that is not Solvent; or (b) has become the subject of a proceeding under the Bankruptcy Code or
under any other applicable bankruptcy, insolvency or similar law now or hereafter in effect, or has
had a receiver, conservator, trustee or custodian appointed for it, or has taken any action in
furtherance of, or indicating its consent to, approval of or acquiescence in any such proceeding or
appointment, or is a Subsidiary of a Person that has become subject of a proceeding under the
Bankruptcy Code or under any other applicable bankruptcy, insolvency or similar law now or
hereafter in effect, or has had a receiver, conservator, trustee or custodian appointed for it, or
has taken any action in furtherance of, or indicating its consent to, approval of or acquiescence
in any such proceeding or appointment; provided that a Lender shall not be an Insolvent Lender
solely by virtue of the ownership or acquisition of an equity interest in such Lender or a parent
company thereof by a governmental authority or an instrumentality thereof. Any Insolvent Lender
shall cease to be an Insolvent Lender when Agent determines, in its reasonable discretion, that
such Insolvent Lender is no longer an Insolvent Lender based upon the characteristics set forth in
this definition.

     “Intercompany Note” means any term note or other promissory note evidencing any intercompany
loan of Borrower to a Foreign Subsidiary of Borrower.

     “Interest Adjustment Date” means the last day of each Interest Period.

     “Interest Coverage Ratio” means, as determined for the most recently completed four fiscal
quarters of Borrower, on a Consolidated basis and in accordance with GAAP, the ratio of (a)
Consolidated EBIT to (b) Consolidated Interest Expense.

     “Interest Period” means, with respect to a LIBOR Fixed Rate Loan, the period commencing on the
date such LIBOR Fixed Rate Loan is made and ending on the last day of such period, as selected by
Borrower pursuant to the provisions hereof, and, thereafter (unless, with respect to a Eurodollar
Loan, such LIBOR Fixed Rate Loan is converted to a Base Rate Loan), each subsequent period
commencing on the last day of the immediately preceding Interest Period and ending on the last day
of such period, as selected by Borrower pursuant to the provisions hereof. The duration of each
Interest Period for a LIBOR Fixed Rate Loan shall be one month, two months, three months or six
months, in each case as Borrower may select upon notice, as set forth in Section 2.6 hereof;
provided that (a) if Borrower shall fail to so select the duration of any Interest Period for a
Eurodollar Loan at least three Business Days prior to the Interest Adjustment Date applicable to
such Eurodollar Loan, Borrower shall be deemed to have converted such Eurodollar Loan to a Base
Rate Loan at the end of the then current Interest Period; and (b) each Alternate Currency Loan must
be repaid on the last day of the Interest Period applicable thereto.

     “KeyBank” means KeyBank National Association, and its successors and assigns.

16

 

     “Lender” means that term as defined in the first paragraph hereof and, as the context
requires, shall include the Fronting Lender and the Swing Line Lender.

     “Lender Credit Exposure” means, for any Lender, at any time, the aggregate of such Lender’s
respective pro rata shares of the Revolving Credit Exposure and the Term Loan Exposure.

     “Letter of Credit” means a standby letter of credit that shall be issued by the Fronting
Lender for the account of Borrower or a Guarantor of Payment, including amendments thereto, if any,
and shall have an expiration date no later than the earlier of (a) three hundred sixty-four (364)
days after its date of issuance (provided that such Letter of Credit may provide for the renewal
thereof for additional one year periods), or (b) thirty (30) days prior to the last day of the
Commitment Period.

     “Letter of Credit Commitment” means the commitment of the Fronting Lender, on behalf of the
Revolving Lenders, to issue Letters of Credit in an aggregate face amount of up to Five Million
Dollars ($5,000,000).

     “Letter of Credit Exposure” means, at any time, the Dollar Equivalent of the sum of (a) the
aggregate undrawn amount of all issued and outstanding Letters of Credit, and (b) the aggregate of
the draws made on Letters of Credit that have not been reimbursed by Borrower or converted to a
Revolving Loan pursuant to Section 2.2(b)(iv) hereof.

     “Leverage Ratio” means, as determined on a Consolidated basis and in accordance with GAAP, the
ratio of (a) Consolidated Funded Indebtedness (for the most recently completed fiscal quarter of
Borrower); to (b) Consolidated EBITDA (for the most recently completed four fiscal quarters of
Borrower).

     “LIBOR Fixed Rate Loan” means a Eurodollar Loan or an Alternate Currency Loan.

     “Lien” means any mortgage, deed of trust, security interest, lien (statutory or other),
charge, assignment, hypothecation, encumbrance on, pledge or deposit of, or conditional sale, sale
with a right of redemption or other title retention agreement and any capitalized lease with
respect to any property (real or personal) or asset.

     “Liquidity Amount” means, at any time, the sum of (a) the Maximum Revolving Amount, minus (b)
the Revolving Credit Exposure, plus (c) Cash Equivalent Investments.

     “Loan” means a Revolving Loan, a Swing Loan or the Term Loan made to Borrower by the Lenders
in accordance with Section 2.2(a), 2.2(c) or 2.3 hereof.

     “Loan Documents” means, collectively, this Agreement, each Note, each Guaranty of Payment,
each Pledge Agreement, all documentation relating to each Letter of Credit, the Agent Fee Letter
and the Closing Fee Letter, as any of the foregoing may from time to time be

17

 

amended, restated or otherwise modified or replaced, and any other document delivered pursuant
thereto.

     “Mandatory Prepayment” means that term as defined in Section 2.11(d) hereof.

     “Material Adverse Effect” means a material adverse effect on (a) the business, operations,
property, condition (financial or otherwise) or prospects of Borrower, (b) the business,
operations, property, condition (financial or otherwise) or prospects of the Companies taken as a
whole, or (c) the validity or enforceability of this Agreement or any of the other Loan Documents
or the rights and remedies of Agent or the Lenders hereunder or thereunder.

     “Material Indebtedness Agreement” means any debt instrument, capital lease, guaranty,
contract, commitment, agreement or other arrangement evidencing or entered into in connection with
any Indebtedness of any Company or the Companies equal to or in excess of the amount of Five
Million Dollars ($5,000,000).

     “Material Recovery Determination Notice” means that term as defined in Section 2.11(d) hereof.

     “Material Recovery Event” means (a) any casualty loss in respect of assets of Borrower or a
Domestic Subsidiary covered by casualty insurance, and (b) any compulsory transfer or taking under
threat of compulsory transfer of any asset of Borrower or a Domestic Subsidiary by any Governmental
Authority; provided that, in the case of either subpart (a) or (b), the proceeds received by the
Companies from such loss, transfer or taking exceeds One Million Dollars ($1,000,000).

     “Maximum Amount” means, for each Lender, the amount set forth opposite such Lender’s name
under the column headed “Maximum Amount” as set forth in the Register, subject to decreases
determined pursuant to Section 2.9(c) hereof and assignments of interests pursuant to Section 10.10
hereof; provided that the Maximum Amount for the Swing Line Lender shall exclude the Swing Line
Commitment (other than its pro rata share), and the Maximum Amount of the Fronting Lender shall
exclude the Letter of Credit Commitment (other than its pro rata share).

     “Maximum Revolving Amount” means Seventy-Five Million Dollars ($75,000,000), as such amount
may be reduced pursuant to Section 2.9(c) hereof.

     “Moody’s” means Moody’s Investors Service, Inc., and any successor to such company.

     “Multiemployer Plan” means a Pension Plan that is subject to the requirements of Subtitle E of
Title IV of ERISA.

     “Non-Consenting Lender” means that term as defined in Section 10.3(c) hereof.

     “Non-U.S. Lender” means that term as defined in Section 3.2(d) hereof.

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     “Note” means a Revolving Credit Note, the Swing Line Note or a Term Note, or any other
promissory note delivered pursuant to this Agreement.

     “Notice of Loan” means a Notice of Loan in the form of the attached Exhibit D.

     “Obligations” means, collectively, (a) all Indebtedness and other obligations now owing or
hereafter incurred by Borrower to Agent, the Swing Line Lender, the Fronting Lender, or any Lender
(or any affiliate thereof) pursuant to this Agreement and the other Loan Documents, and includes
the principal of and interest on all Loans and all obligations pursuant to Letters of Credit; (b)
each extension, renewal, consolidation or refinancing of any of the foregoing, in whole or in part;
(c) the commitment and other fees, and any prepayment fees payable pursuant to this Agreement or
any other Loan Document; (d) all fees and charges in connection with the Letters of Credit; (e)
every other liability, now or hereafter owing to Agent or any Lender by any Company pursuant to
this Agreement or any other Loan Document; and (f) all Related Expenses.

     “Organizational Documents” means, with respect to any Person (other than an individual), such
Person’s Articles (Certificate) of Incorporation, operating agreement or equivalent formation
documents, and Regulations (Bylaws), or equivalent governing documents, and any amendments to any
of the foregoing.

     “Other Taxes” means any and all present or future stamp or documentary taxes or any other
excise, ad valorem or property taxes, goods and services taxes, harmonized sales taxes and other
sales taxes, use taxes, value added taxes, charges or similar taxes or levies arising from any
payment made hereunder or from the execution, delivery or enforcement of, or otherwise with respect
to, this Agreement or any other Loan Document.

     “Overall Commitment Percentage” means, for any Lender, the percentage determined by dividing
(a) the sum, based upon such Lender’s Applicable Commitment Percentages, of (i) the principal
outstanding under the Term Loan Commitment, (ii) the aggregate principal amount of Revolving Loans
outstanding, (iii) the Swing Line Exposure, and (iv) the Letter of Credit Exposure; by (b) the sum
of (A) the aggregate principal amount of all Loans outstanding, plus (B) the Letter of Credit
Exposure.

     “Participant” means that term as defined in Section 10.11 hereof.

     “Patriot Act” means the Uniting and Strengthening America by Providing Appropriate Tools
Required to Intercept and Obstruct Terrorism Act of 2001, USA Patriot Act, Title III of Pub. L.
107-56, signed into law October 26, 2001, as amended from time to time.

     “PBGC” means the Pension Benefit Guaranty Corporation, and its successor.

     “Pension Plan” means an ERISA Plan that is a “pension plan” (within the meaning of ERISA
Section 3(2)).

     “Permitted Foreign Subsidiary Loans, Guaranties and Investments” means:

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     (a) the investments by Borrower or a Domestic Subsidiary in a Foreign Subsidiary, in
such amounts existing as of the Closing Date and set forth on Schedule 5.11 hereto;

     (b) the loans by Borrower or a Domestic Subsidiary to a Foreign Subsidiary, in such
amounts existing as of the Closing Date and set forth on Schedule 5.11 hereto;

     (c) any investment by a Foreign Subsidiary in, or loan from a Foreign Subsidiary to, a
Company;

     (d) the guaranty by Borrower of the Indebtedness of Sykes Bermuda pursuant to the Sykes
Bermuda Credit Agreement; and

     (e) after the Closing Date, the loans by a Credit Party to, the investments by a Credit
Party in, and the guaranties by a Credit Party of the Indebtedness of, Foreign Subsidiaries,
up to the aggregate amount, for all such loans, investments and guaranties, but excluding
the guaranty by Borrower permitted pursuant to subpart (d) of this definition, of Twenty
Million Dollars ($20,000,000).

     “Permitted Investment” means an investment of a Company in the stock (or other debt or equity
instruments) of a Person (other than a Company), so long as (a) the Company making the investment
is a Credit Party or a Foreign Subsidiary, and (b) the aggregate amount of all such investments of
all Companies does not exceed, at any time, an aggregate amount of Ten Million Dollars
($10,000,000).

     “Person” means any individual, sole proprietorship, partnership, joint venture, unincorporated
organization, corporation, limited liability company, unlimited liability company, institution,
trust, estate, Governmental Authority or any other entity.

     “Pledge Agreement” means each of the Pledge Agreements, relating to the Pledged Securities,
executed and delivered by Borrower or a Guarantor of Payment, as applicable, in favor of Agent, for
the benefit of the Lenders, dated as of the Closing Date, and any other Pledge Agreement executed
by any other Domestic Subsidiary on or after the Closing Date, as any of the foregoing may from
time to time be amended, restated or otherwise modified.

     “Pledged Securities” means (a) sixty-five percent (65%) of the voting shares of capital stock
or other voting equity interests of each existing or future first-tier Foreign Subsidiary of
Borrower or a Domestic Subsidiary, and (b) one hundred percent (100%) of all non-voting shares of
capital stock or other non-voting equity interests of each existing or future first-tier Foreign
Subsidiary of Borrower or a Domestic Subsidiary. (Schedule 2 hereto lists, as of the
Closing Date (or, if Schedule 2 has been amended, as of the date of such amendment) all of
the Pledged Securities.)

     “Prime Rate” means the interest rate established from time to time by Agent as Agent’s prime
rate, whether or not such rate shall be publicly announced; the Prime Rate may not be the

20

 

lowest interest rate charged by Agent for commercial or other extensions of credit. Each change in
the Prime Rate shall be effective immediately from and after such change.

     “Register” means that term as described in Section 10.10(i) hereof.

     “Regularly Scheduled Payment Date” means the last day of each March, June, September and
December of each year.

     “Related Expenses” means any and all costs, liabilities and expenses (including, without
limitation, losses, damages, penalties, claims, actions, attorneys’ fees, legal expenses,
judgments, suits and disbursements) (a) incurred by Agent, or imposed upon or asserted against
Agent or any Lender, in any attempt by Agent and the Lenders to (i) obtain, preserve, perfect or
enforce any Loan Document or any security interest evidenced by any Loan Document; (ii) obtain
payment, performance or observance of any and all of the Obligations; or (iii) after the occurrence
of an Event of Default, maintain, insure, audit, collect, preserve, repossess or dispose of any of
the Collateral, including, without limitation, costs and expenses for appraisals, assessments and
audits of any Company or any such Collateral; or (b) incidental or related to subpart (a) above,
including, without limitation, interest thereupon from the date incurred, imposed or asserted until
paid at the Default Rate.

     “Related Writing” means each Loan Document and any other assignment, mortgage, security
agreement, guaranty agreement, subordination agreement, financial statement, audit report or other
writing furnished by any Credit Party, or any of its officers, to Agent or the Lenders pursuant to
or otherwise in connection with this Agreement.

     “Reportable Event” means a reportable event as that term is defined in Title IV of ERISA,
except actions of general applicability by the Secretary of Labor under Section 110 of such Act.

     “Required Lenders” means the holders of at least fifty-one percent (51%), based upon each
Lender’s Applicable Commitment Percentages, of an amount (the “Total Amount”) equal to the sum of
(a) (i) during the Commitment Period, the Maximum Revolving Amount, or (ii) after the Commitment
Period, the Revolving Credit Exposure, (b) the principal outstanding under the Term Loan; provided
that (A) the portion of the Total Amount held or deemed to be held by any Defaulting Lender or
Insolvent Lender shall be excluded for purposes of making a determination of Required Lenders, and
(B) if there shall be two or more Lenders (that are not Defaulting Lenders or Insolvent Lenders),
Required Lenders shall constitute at least two Lenders.

     “Requirement of Law” means, as to any Person, any law, treaty, rule or regulation or
determination or policy statement or interpretation of an arbitrator or a court or other
Governmental Authority, in each case applicable to or binding upon such Person or any of its
property.

     “Reserve Percentage” means for any day that percentage (expressed as a decimal) that is in
effect on such day, as prescribed by the Board of Governors of the Federal Reserve System (or any
successor) for determining the maximum reserve requirement (including, without limitation,

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all basic, supplemental, marginal and other reserves and taking into account any transitional
adjustments or other scheduled changes in reserve requirements) for a member bank of the Federal
Reserve System in Cleveland, Ohio, in respect of Eurocurrency Liabilities. The Eurodollar Rate and
the Alternate Currency Rate shall be adjusted automatically on and as of the effective date of any
change in the Reserve Percentage.

     “Restricted Payment” means, with respect to any Company, (a) any Capital Distribution, (b) any
amount paid by such Company in repayment, redemption, retirement or repurchase, directly or
indirectly, of any Subordinated Indebtedness, or (c) any amount paid by such Company in respect of
any management, consulting or other similar arrangement with any director or officer of a Company
or Affiliate in excess of the aggregate amount of One Hundred Thousand Dollars ($100,000) in any
fiscal year.

     “Revolving Credit Commitment” means the obligation hereunder, during the Commitment Period, of
(a) each Revolving Lender to participate in the making of Revolving Loans up to the aggregate
amount set forth under such Revolving Lender’s name in the row headed “Revolving Credit Commitment
Amount” as set forth in the Register (or such lesser amount as shall be determined pursuant to
Section 2.9(c) hereof and subject to assignments of interest pursuant to Section 10.10 hereof), (b)
the Fronting Lender to issue and each Revolving Lender to participate in Letters of Credit pursuant
to the Letter of Credit Commitment, and (c) the Swing Line Lender to make and each Lender to
participate in Swing Loans pursuant to the Swing Line Commitment.

     “Revolving Credit Exposure” means, at any time, the Dollar Equivalent of the sum of (a) the
aggregate principal amount of all Revolving Loans outstanding, (b) the Swing Line Exposure, and (c)
the Letter of Credit Exposure.

     “Revolving Credit Note” means a Revolving Credit Note, in the form of the attached Exhibit
A, executed and delivered pursuant to Section 2.5(a) hereof.

     “Revolving Lender” means a Lender with a percentage of the Revolving Credit Commitment as set
forth in the Register.

     “Revolving Loan” means a Loan made to Borrower by the Revolving Lenders in accordance with
Section 2.2(a) hereof.

     “SEC” means the United States Securities and Exchange Commission, or any governmental body or
agency succeeding to any of its principal functions.

     “Secured Obligations” means, collectively, (a) the Obligations, and (b) all obligations and
liabilities of the Companies owing to Lenders under Hedge Agreements.

     “Solvent” means, with respect to any Person, that (a) the fair value of such Person’s assets
is in excess of the total amount of such Person’s debts, as determined in accordance with the
Bankruptcy Code, (b) the present fair saleable value of such Person’s assets is in excess of the
amount that will be required to pay such Person’s debts as such debts become absolute and

22

 

matured, (c) such Person is able to realize upon its assets and pay its debts and other liabilities
as such liabilities mature in the normal course of business, (d) such Person does not intend to,
and does not believe that it will, incur debts or liabilities beyond its ability to pay as such
debts and liabilities mature, and (e) such Person is not engaged in business or a transaction, and
is not about to engage in business or a transaction, for which its property would constitute an
unreasonably small amount of capital. As used in this definition, the term “debts” includes any
legal liability, whether matured or unmatured, liquidated or unliquidated, absolute, fixed or
contingent, as determined in accordance with the Bankruptcy Code.

     “Special Trust Account” means that term as defined in Section 2.11(e)(iii) hereof.

     “Specific Commitment” means the Revolving Credit Commitment or the Term Loan Commitment.

     “Standard & Poor’s” means Standard & Poor’s Ratings Group, a division of McGraw-Hill, Inc.,
and any successor to such company.

     “Subordinated” means, as applied to Indebtedness, Indebtedness that shall have been
subordinated (by written terms or written agreement being, in either case, in form and substance
satisfactory to Agent and the Required Lenders) in favor of the prior payment in full of the
Obligations.

     “Subsidiary” means (a) a corporation more than fifty percent (50%) of the Voting Power of
which is owned, directly or indirectly, by Borrower or by one or more other subsidiaries of
Borrower or by Borrower and one or more subsidiaries of Borrower, (b) a partnership, limited
liability company or unlimited liability company of which Borrower, one or more other subsidiaries
of Borrower or Borrower and one or more subsidiaries of Borrower, directly or indirectly, is a
general partner or managing member, as the case may be, or otherwise has an ownership interest
greater than fifty percent (50%) of all of the ownership interests in such partnership, limited
liability company or unlimited liability company, or (c) any other Person (other than a
corporation, partnership, limited liability company or unlimited liability company) in which
Borrower, one or more other subsidiaries of Borrower or Borrower and one or more subsidiaries of
Borrower, directly or indirectly, has at least a majority interest in the Voting Power or the power
to elect or direct the election of a majority of directors or other governing body of such Person.

     “Swing Line Commitment” means the commitment of the Swing Line Lender to make Swing Loans to
Borrower up to the aggregate amount at any time outstanding of Ten Million Dollars ($10,000,000).

     “Swing Line Exposure” means, at any time, the aggregate principal amount of all Swing Loans
outstanding.

     “Swing Line Lender” means KeyBank, as holder of the Swing Line Commitment.

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     “Swing Line Note” means the Swing Line Note, in the form of the attached Exhibit B,
executed and delivered pursuant to Section 2.5(b) hereof.

     “Swing Loan” means a loan that shall be denominated in Dollars made to Borrower by the Swing
Line Lender under the Swing Line Commitment, in accordance with Section 2.2(c) hereof.

     “Swing Loan Maturity Date” means, with respect to any Swing Loan, the earliest of (a) demand
by the Swing Line Lender, (b) thirty (30) days after the date such Swing Loan is made, or (c) the
last day of the Commitment Period.

     “Sykes Bermuda” means Sykes Bermuda Holdings Limited, a Bermuda corporation.

     “Sykes Bermuda Credit Agreement” means that certain Credit Agreement among Sykes Bermuda, the
lenders party thereto and Agent, dated as of December 11, 2009, that provides for a term loan in an
aggregate amount not to exceed Seventy-Five Million Dollars ($75,000,000).

     “Syndication Agent” means that term as defined in the first paragraph hereof.

     “Taxes” means any and all present or future taxes of any kind, including but not limited to,
levies, imposts, duties, surtaxes, charges, fees, deductions or withholdings now or hereafter
imposed, levied, collected, withheld or assessed by any Governmental Authority (together with any
interest, penalties, fines, additions to taxes or similar liabilities with respect thereto) other
than Excluded Taxes.

     “Term Lender” means a Lender with a percentage of the Term Loan Commitment as set forth in the
Register.

     “Term Loan” means the Loan made to Borrower by the Term Lenders in the original principal
amount of Seventy-Five Million Dollars ($75,000,000), in accordance with Section 2.3 hereof.

     “Term Loan Commitment” means the obligation hereunder of each Term Lender to participate in
the making of the Term Loan, up to the amount set forth under such Term Lender’s name in the row
headed “Term Loan Commitment Amount” as set forth in the Register, subject to assignments of
interest pursuant to Section 10.10 hereof.

     “Term Loan Exposure” means, at any time, the outstanding principal amount of the Term Loan.

     “Term Loan Payment Amount” means the amount set forth on Schedule 2.3 hereto for each
specific date.

     “Term Note” means a Term Note, in the form of the attached Exhibit C, executed and
delivered pursuant to Section 2.5(c) hereof.

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     “Total Commitment Amount” means the principal amount of One Hundred Fifty Million Dollars
($150,000,000), or such lesser amount as shall be determined pursuant to Section 2.9(c) hereof.

     “U.C.C. Financing Statement” means a financing statement filed or to be filed in accordance
with the Uniform Commercial Code, as in effect from time to time, in the relevant state or states.

     “Voting Power” means, with respect to any Person, the exclusive ability to control, through
the ownership of shares of capital stock, partnership interests, membership interests or otherwise,
the election of members of the board of directors or other similar governing body of such Person.
The holding of a designated percentage of Voting Power of a Person means the ownership of shares of
capital stock, partnership interests, membership interests or other interests of such Person
sufficient to control exclusively the election of that percentage of the members of the board of
directors or similar governing body of such Person.

     “Welfare Plan” means an ERISA Plan that is a “welfare plan” within the meaning of ERISA
Section 3(l).

     Section 1.2. Accounting Terms. Any accounting term not specifically defined in this
Article I shall have the meaning ascribed thereto by GAAP. In the event that any “Accounting
Change” (as defined below) shall occur and such change results in a change in the method of
calculation of financial covenants, standards or terms in this Agreement, then Borrower, Agent and
the Required Lenders agree to enter into negotiations in order to amend such provisions of this
Agreement so as to equitably reflect such Accounting Changes with the desired result that the
criteria for evaluating the financial condition of Borrower shall be the same after such Accounting
Changes as if such Accounting Changes had not been made. Until such time as such an amendment
shall have been executed and delivered by Borrower, Agent and the Required Lenders, all financial
covenants, standards and terms in this Agreement shall continue to be calculated and construed as
if such Accounting Changes had not occurred. “Accounting Changes” refers to changes in accounting
principles required by the promulgation of any rule, regulation, pronouncement or opinion by the
Financial Accounting Standards Board of the American Institute of Certified Public Accountants or,
if applicable, the SEC (or successors thereto or agencies with similar functions).

     Section 1.3. Terms Generally. The foregoing definitions shall be applicable to the
singular and plural forms of the foregoing defined terms.

ARTICLE II. AMOUNT AND TERMS OF CREDIT

     Section 2.1. Amount and Nature of Credit.

     (a) Subject to the terms and conditions of this Agreement, the Lenders, during the Commitment
Period and to the extent hereinafter provided, shall make Loans to Borrower, participate in Swing
Loans made by the Swing Line Lender to Borrower, and issue or participate

25

 

in Letters of Credit at
the request of Borrower, in such aggregate amount as Borrower shall request pursuant to the
Commitment; provided that in no event shall the aggregate principal amount of all Loans outstanding
and the Letter of Credit Exposure under this Agreement be in excess of the Total Commitment Amount.

     (b) Each Lender, for itself and not one for any other, agrees to make Loans, participate in
Swing Loans, and issue or participate in Letters of Credit, during the Commitment Period, on such
basis that, immediately after the completion of any borrowing by Borrower or the issuance of a
Letter of Credit:

     (i) the Dollar Equivalent of the aggregate outstanding principal amount of Loans made
by such Lender (other than Swing Loans made by the Swing Line Lender), when combined with
such Lender’s pro rata share, if any, of the Letter of Credit Exposure and the Swing Line
Exposure, shall not be in excess of the Maximum Amount for such Lender; and

     (ii) with respect to each Specific Commitment, the aggregate outstanding principal
amount of Loans (other than Swing Loans) made by such Lender with respect to such Specific
Commitment shall represent that percentage of the aggregate principal amount then
outstanding on all Loans (other than Swing Loans) within such Specific Commitment that shall
be such Lender’s Applicable Commitment Percentage.

Within each Specific Commitment, each borrowing (other than Swing Loans which shall be risk
participated on a pro rata basis) from the Lenders shall be made pro rata according to the
respective Applicable Commitment Percentages of the Lenders.

     (c) The Loans may be made as Revolving Loans as described in Section 2.2(a) hereof, as the
Term Loan as described in Section 2.3 hereof, and as Swing Loans as described in Section 2.2(c)
hereof, and Letters of Credit may be issued in accordance with Section 2.2(b) hereof.

     Section 2.2. Revolving Credit Commitment.

     (a) Revolving Loans. Subject to the terms and conditions of this Agreement, during
the Commitment Period, the Revolving Lenders shall make a Revolving Loan or Revolving Loans to
Borrower in such amount or amounts as Borrower, through an Authorized Officer, may from time to
time request, but not exceeding in aggregate principal amount at any time outstanding hereunder the
Maximum Revolving Amount, when such Revolving Loans are combined with the Letter of Credit Exposure
and the Swing Line Exposure; provided that Borrower shall not request any Alternate Currency Loan
(and the Lenders shall not be obligated to make an Alternate Currency Loan) if, after giving effect
thereto, the Alternate Currency Exposure would exceed the Alternate Currency Maximum Amount.
Borrower shall have the
option, subject to the terms and conditions set forth herein, to borrow Revolving Loans, maturing
on the last day of the Commitment Period, by means of any combination of Base Rate Loans,
Eurodollar Loans or Alternate Currency Loans. With respect to each Alternate Currency Loan,
subject to the other provisions of this Agreement, Borrower shall receive all of the proceeds of

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such Alternate Currency Loan in one Alternate Currency and repay such Alternate Currency Loan in
the same Alternate Currency. Subject to the provisions of this Agreement, Borrower shall be
entitled under this Section 2.2(a) to borrow Revolving Loans, repay the same in whole or in part
and re-borrow Revolving Loans hereunder at any time and from time to time during the Commitment
Period.

     (b) Letters of Credit.

     (i) Generally. Subject to the terms and conditions of this Agreement, during
the Commitment Period, the Fronting Lender shall, in its own name, on behalf of the
Revolving Lenders, issue such Letters of Credit for the account of a Credit Party, as
Borrower may from time to time request. Borrower shall not request any Letter of Credit
(and the Fronting Lender shall not be obligated to issue any Letter of Credit) if, after
giving effect thereto, (A) the Letter of Credit Exposure would exceed the Letter of Credit
Commitment, (B) the Revolving Credit Exposure would exceed the Maximum Revolving Amount, or
(C) with respect to a request for a Letter of Credit to be issued in an Alternate Currency,
the Alternate Currency Exposure would exceed the Alternate Currency Maximum Amount. The
issuance of each Letter of Credit shall confer upon each Revolving Lender the benefits and
liabilities of a participation consisting of an undivided pro rata interest in the Letter of
Credit to the extent of such Revolving Lender’s Applicable Commitment Percentage.

     (ii) Request for Letter of Credit. Each request for a Letter of Credit shall
be delivered to Agent (and to the Fronting Lender, if the Fronting Lender is a Lender other
than Agent) by an Authorized Officer not later than 11:00 A.M. (Eastern time) three Business
Days prior to the date of the proposed issuance of the Letter of Credit. Each such request
shall be in a form acceptable to Agent (and the Fronting Lender, if the Fronting Lender is a
Lender other than Agent) and shall specify the face amount thereof, the account party, the
beneficiary, the requested date of issuance, amendment, renewal or extension, the expiry
date thereof, the Alternate Currency if a Letter of Credit denominated in an Alternate
Currency is requested, and the nature of the transaction or obligation to be supported
thereby. Concurrently with each such request, Borrower, and any Guarantor of Payment for
whose account the Letter of Credit is to be issued, shall execute and deliver to the
Fronting Lender an appropriate application and agreement, being in the standard form of the
Fronting Lender for such letters of credit, as amended to conform to the provisions of this
Agreement if required by Agent. Agent shall give the Fronting Lender and each Revolving
Lender notice of each such request for a Letter of Credit.

     (iii) Letters of Credit Fees. With respect to each Letter of Credit and the
drafts thereunder, whether issued for the account of Borrower or any other Credit Party,
Borrower agrees to (A) pay to Agent, for the pro rata benefit of the Revolving Lenders, a
non-refundable commission based upon the face amount of such Letter of Credit, which
shall be paid quarterly in arrears, on each Regularly Scheduled Payment Date, at a rate per
annum equal to the Applicable Margin for LIBOR Fixed Rate Loans (in effect on the Regularly
Scheduled Payment Date) multiplied by the face amount of such Letter of

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Credit; (B) pay to
Agent, for the sole benefit of the Fronting Lender, an additional Letter of Credit fee,
which shall be paid on each date that such Letter of Credit shall be issued, amended or
renewed at the rate of one-quarter percent (1/4%) of the face amount of such Letter of
Credit; and (C) pay to Agent, for the sole benefit of the Fronting Lender, such other
issuance, amendment, renewal, negotiation, draw, acceptance, telex, courier, postage and
similar transactional fees as are customarily charged by the Fronting Lender in respect of
the issuance and administration of similar letters of credit under its fee schedule as in
effect from time to time.

     (iv) Refunding of Letters of Credit with Revolving Loans. Whenever a Letter of
Credit shall be drawn, Borrower shall immediately reimburse the Fronting Lender for the
amount drawn. In the event that the amount drawn shall not have been reimbursed by Borrower
on the date of the drawing of such Letter of Credit, at the sole option of Agent (and the
Fronting Lender, if the Fronting Lender is a Lender other than Agent), Borrower shall be
deemed to have requested a Revolving Loan, subject to the provisions of Sections 2.2(a) and
2.6 hereof (other than the requirement set forth in Section 2.6(d) hereof), in the amount
drawn. Such Revolving Loan shall be evidenced by the Revolving Credit Notes (or, if a
Lender has not requested a Revolving Credit Note, by the records of Agent and such Lender).
Each Revolving Lender agrees to make a Revolving Loan on the date of such notice, subject to
no conditions precedent whatsoever. Each Revolving Lender acknowledges and agrees that its
obligation to make a Revolving Loan pursuant to Section 2.2(a) hereof when required by this
Section 2.2(b)(iv) shall be absolute and unconditional and shall not be affected by any
circumstance whatsoever, including, without limitation, the occurrence and continuance of a
Default or Event of Default, and that its payment to Agent, for the account of the Fronting
Lender, of the proceeds of such Revolving Loan shall be made without any offset, abatement,
recoupment, counterclaim, withholding or reduction whatsoever and whether or not the
Revolving Credit Commitment shall have been reduced or terminated. Borrower irrevocably
authorizes and instructs Agent to apply the proceeds of any borrowing pursuant to this
Section 2.2(b)(iv) to reimburse, in full (other than the Fronting Lender’s pro rata share of
such borrowing), the Fronting Lender for the amount drawn on such Letter of Credit. Each
such Revolving Loan shall be deemed to be a Base Rate Loan unless otherwise requested by and
available to Borrower hereunder. Each Revolving Lender is hereby authorized to record on
its records relating to its Revolving Credit Note (or, if such Lender has not requested a
Revolving Credit Note, its records relating to Revolving Loans) such Revolving Lender’s pro
rata share of the amounts paid and not reimbursed on the Letters of Credit.

     (v) Participation in Letters of Credit. If, for any reason, Agent (and the
Fronting Lender if the Fronting Lender is a Lender other than Agent) shall be unable to or,
in the opinion of Agent, it shall be impracticable to, convert any Letter of Credit to a
Revolving Loan pursuant to the preceding subsection, or if the amount not reimbursed is
a Letter of Credit drawn in an Alternate Currency, Agent (and the Fronting Lender if
the Fronting Lender is a Lender other than Agent) shall have the right to request that each
Revolving Lender fund a participation in the amount due with respect to such Letter of
Credit, and Agent shall promptly notify each Revolving Lender thereof (by facsimile or

28

 

telephone, confirmed in writing). Upon such notice, but without further action, the
Fronting Lender hereby agrees to grant to each Revolving Lender, and each Revolving Lender
hereby agrees to acquire from the Fronting Lender, an undivided participation interest in
the amount due with respect to such Letter of Credit in an amount equal to such Revolving
Lender’s Applicable Commitment Percentage of the principal amount due with respect to such
Letter of Credit. In consideration and in furtherance of the foregoing, each Revolving
Lender hereby absolutely and unconditionally agrees, upon receipt of notice as provided
above, to pay to Agent, for the account of the Fronting Lender, such Revolving Lender’s
ratable share of the amount due with respect to such Letter of Credit (determined in
accordance with such Revolving Lender’s Applicable Commitment Percentage). Each Revolving
Lender acknowledges and agrees that its obligation to acquire participations in the amount
due under any Letter of Credit that is drawn but not reimbursed by Borrower pursuant to this
subsection (v) shall be absolute and unconditional and shall not be affected by any
circumstance whatsoever, including, without limitation, the occurrence and continuance of a
Default or Event of Default, and that each such payment shall be made without any offset,
abatement, recoupment, counterclaim, withholding or reduction whatsoever and whether or not
the Revolving Credit Commitment shall have been reduced or terminated. Each Revolving
Lender shall comply with its obligation under this subsection (v) by wire transfer of
immediately available funds, (in Dollars, except in the case of a Letter of Credit issued
and drawn in an Alternate Currency, and, in such case, in such Alternate Currency) in the
same manner as provided in Section 2.6 hereof with respect to Revolving Loans. Each
Revolving Lender is hereby authorized to record on its records such Revolving Lender’s pro
rata share of the amounts paid and not reimbursed on the Letters of Credit.

     (vi) Requests for Letters of Credit When One or More Revolving Lenders are Affected
Lenders. No Letter of Credit shall be requested or issued hereunder if any Revolving
Lender is at such time an Affected Lender hereunder, unless Agent (and the applicable
Fronting Lender) has entered into satisfactory (to Agent) arrangements, including, without
limitation, the posting of cash collateral, with Borrower or such Affected Lender to
eliminate or mitigate the reimbursement risk with respect to such Affected Lender.

     (vii) Letters of Credit Issued and Outstanding When One or More Revolving Lenders
are Affected Lenders. With respect to any Letters of Credit that have been issued and
are outstanding at the time any Revolving Lender is an Affected Lender, Agent (and the
applicable Fronting Lender) shall have the right to request that Borrower or such Affected
Lender cash collateralize, in form and substance satisfactory to Agent (and the applicable
Fronting Lender), such Letters of Credit so as to eliminate or mitigate the reimbursement
risk with respect to such Affected Lender.

     (c) Swing Loans.

     (i) Generally. Subject to the terms and conditions of this Agreement, during
the Commitment Period, the Swing Line Lender shall make a Swing Loan or Swing Loans to
Borrower in such amount or amounts as Borrower, through an Authorized

29

 

Officer, may from time
to time request; provided that Borrower shall not request any Swing Loan if, after giving
effect thereto, (A) the Revolving Credit Exposure would exceed the Maximum Revolving Amount,
or (B) the Swing Line Exposure would exceed the Swing Line Commitment. Each Swing Loan
shall be due and payable on the Swing Loan Maturity Date applicable thereto. Each Swing
Loan shall be made in Dollars.

     (ii) Refunding of Swing Loans. If the Swing Line Lender so elects, by giving
notice to Borrower and the Revolving Lenders, Borrower agrees that the Swing Line Lender
shall have the right, in its sole discretion, to require that any Swing Loan be refinanced
as a Revolving Loan. Such Revolving Loan shall be a Base Rate Loan unless otherwise
requested by and available to Borrower hereunder. Upon receipt of such notice by Borrower
and the Revolving Lenders, Borrower shall be deemed, on such day, to have requested a
Revolving Loan in the principal amount of the Swing Loan in accordance with Sections 2.2(a)
and 2.6 hereof (other than the requirement set forth in Section 2.6(d) hereof). Such
Revolving Loan shall be evidenced by the Revolving Credit Notes (or, if a Revolving Lender
has not requested a Revolving Credit Note, by the records of Agent and such Revolving
Lender). Each Revolving Lender agrees to make a Revolving Loan on the date of such notice,
subject to no conditions precedent whatsoever. Each Revolving Lender acknowledges and
agrees that such Revolving Lender’s obligation to make a Revolving Loan pursuant to Section
2.2(a) hereof when required by this Section 2.2(c)(ii) is absolute and unconditional and
shall not be affected by any circumstance whatsoever, including, without limitation, the
occurrence and continuance of a Default or Event of Default, and that its payment to Agent,
for the account of the Swing Line Lender, of the proceeds of such Revolving Loan shall be
made without any offset, abatement, recoupment, counterclaim, withholding or reduction
whatsoever and whether or not the Revolving Credit Commitment shall have been reduced or
terminated. Borrower irrevocably authorizes and instructs Agent to apply the proceeds of
any borrowing pursuant to this Section 2.2(c)(ii) to repay in full such Swing Loan. Each
Revolving Lender is hereby authorized to record on its records relating to its Revolving
Credit Note (or, if such Revolving Lender has not requested a Revolving Credit Note, its
records relating to Revolving Loans) such Revolving Lender’s pro rata share of the amounts
paid to refund such Swing Loan.

     (iii) Participation in Swing Loans. If, for any reason, Agent is unable to or,
in the opinion of Agent, it is impracticable to, convert any Swing Loan to a Revolving Loan
pursuant to the preceding Section 2.2(c)(ii), then on any day that a Swing Loan is
outstanding (whether before or after the maturity thereof), Agent shall have the right to
request that each Revolving Lender fund a participation in such Swing Loan, and Agent shall
promptly notify each Revolving Lender thereof (by facsimile or telephone, confirmed in
writing). Upon such notice, but without further action, the Swing Line Lender hereby agrees
to grant to each Revolving Lender, and each Revolving Lender
hereby agrees to acquire from the Swing Line Lender, an undivided participation
interest in the right to share in the payment of such Swing Loan in an amount equal to such
Revolving Lender’s Applicable Commitment Percentage of the principal amount of such Swing
Loan. In consideration and in furtherance of the foregoing, each Revolving Lender hereby
absolutely and unconditionally agrees, upon receipt of notice as provided

30

 

above, to pay to
Agent, for the benefit of the Swing Line Lender, such Revolving Lender’s ratable share of
such Swing Loan (determined in accordance with such Revolving Lender’s Applicable Commitment
Percentage). Each Revolving Lender acknowledges and agrees that its obligation to acquire
participations in Swing Loans pursuant to this Section 2.2(c)(iii) is absolute and
unconditional and shall not be affected by any circumstance whatsoever, including, without
limitation, the occurrence and continuance of a Default or an Event of Default, and that
each such payment shall be made without any offset, abatement, recoupment, counterclaim,
withholding or reduction whatsoever and whether or not the Revolving Credit Commitment shall
have been reduced or terminated. Each Revolving Lender shall comply with its obligation
under this Section 2.2(c)(iii) by wire transfer of immediately available funds, in the same
manner as provided in Section 2.6 hereof with respect to Revolving Loans to be made by such
Revolving Lender.

     (iv) Requests for Swing Loan When One or More Revolving Lenders are Affected
Lenders. No Swing Loan shall be requested or issued hereunder if any Revolving Lender
is at such time an Affected Lender hereunder, unless Agent has entered into satisfactory (to
Agent) arrangements (including, without limitation, the posting of cash collateral) with
Borrower or such Affected Lender to eliminate or mitigate the reimbursement risk with
respect to such Affected Lender.

     (v) Swing Loans Outstanding When One or More Revolving Lenders are Affected
Lenders. With respect to any Swing Loans that are outstanding at the time any Revolving
Lender is an Affected Lender, Agent shall have the right to request that Borrower or such
Affected Lender cash collateralize, in form and substance satisfactory to Agent, such Swing
Loans so as to eliminate or mitigate the reimbursement risk with respect to such Affected
Lender.

     Section 2.3. Term Loan Commitment. Subject to the terms and conditions of this
Agreement, the Term Lenders shall make the Term Loan to Borrower on the Closing Date, in the amount
of the Term Loan Commitment. The Term Loan shall be payable in ten consecutive quarterly
installments, with each installment to be in an amount equal to the appropriate Term Loan Payment
Amount. Such installments shall commence on June 30, 2010, and shall be payable on each Regularly
Scheduled Payment Date thereafter, with the balance thereof payable in full on February 1, 2013.
Borrower shall notify Agent, in accordance with the notice provisions of Section 2.6 hereof,
whether the Term Loan will be a Base Rate Loan or one or more Eurodollar Loans. The Term Loan may
be a mixture of a Base Rate Loan and Eurodollar Loans. Once the Term Loan is made, the Term Loan
may not be repaid and re-borrowed.

     Section 2.4. Interest.

     (a) Revolving Loans.

     (i) Base Rate Loan. Borrower shall pay interest on the unpaid principal amount
of a Revolving Loan that is a Base Rate Loan outstanding from time to time from the date
thereof until paid at the Derived Base Rate from time to time in effect. Interest

31

 

on such
Base Rate Loan shall be payable, commencing March 31, 2010, and continuing on each Regularly
Scheduled Payment Date thereafter and at the maturity thereof.

     (ii) LIBOR Fixed Rate Loans. Borrower shall pay interest on the unpaid
principal amount of each Revolving Loan that is a LIBOR Fixed Rate Loan outstanding from
time to time, fixed in advance on the first day of the Interest Period applicable thereto
through the last day of the Interest Period applicable thereto (but subject to changes in
the Applicable Margin for LIBOR Fixed Rate Loans), at the Derived LIBOR Fixed Rate.
Interest on such LIBOR Fixed Rate Loan shall be payable on each Interest Adjustment Date
with respect to an Interest Period (provided that if an Interest Period shall exceed three
months, the interest must be paid every three months, commencing three months from the
beginning of such Interest Period).

     (b) Swing Loans. Borrower shall pay interest to Agent, for the sole benefit of the
Swing Line Lender (and any Revolving Lender that shall have purchased a participation in such Swing
Loan), on the unpaid principal amount of each Swing Loan outstanding from time to time from the
date thereof until paid at the Derived Base Rate from time to time in effect. Interest on each
Swing Loan shall be payable on the Swing Loan Maturity Date applicable thereto. Each Swing Loan
shall bear interest for a minimum of one day.

     (c) Term Loan.

     (i) Base Rate Loan. With respect to any portion of the Term Loan that is a
Base Rate Loan, Borrower shall pay interest on the unpaid principal amount thereof
outstanding from time to time from the date thereof until paid, commencing March 31, 2010,
and continuing on each Regularly Scheduled Payment Date thereafter and at the maturity
thereof, at the Derived Base Rate from time to time in effect.

     (ii) Eurodollar Loans. With respect to any portion of the Term Loan that is a
Eurodollar Loan, Borrower shall pay interest on the unpaid principal amount of such
Eurodollar Loan outstanding from time to time, fixed in advance on the first day of the
Interest Period applicable thereto through the last day of the Interest Period applicable
thereto (but subject to changes in the Applicable Margin for LIBOR Fixed Rate Loans), at
the Derived LIBOR Fixed Rate. Interest on such Eurodollar Loan shall be payable on each
Interest Adjustment Date with respect to an Interest Period (provided that if an Interest
Period shall exceed three months, the interest must be paid every three months, commencing
three months from the beginning of such Interest Period).

     (d) Default Rate. Anything herein to the contrary notwithstanding, if an Event of
Default shall occur, upon the election of Agent or the Required Lenders (i) the principal of each
Loan and the unpaid interest thereon shall bear interest, until paid, at the Default Rate, (ii) the
fee for the aggregate undrawn amount of all issued and outstanding Letters of Credit shall be
increased by two percent (2%) in excess of the rate otherwise applicable thereto, and (iii) in the
case of any other amount not paid when due from Borrower hereunder or under any other Loan
Document, such amount shall bear interest at the Default Rate; provided that, during an Event of

32

 

Default under Section 7.12 hereof, the applicable Default Rate shall apply without any election or
action on the part of Agent or any Lender.

     (e) Limitation on Interest. In no event shall the rate of interest hereunder exceed
the maximum rate allowable by law.

     Section 2.5. Evidence of Indebtedness.

     (a) Revolving Loans. Upon the request of a Revolving Lender, to evidence the
obligation of Borrower to repay the Revolving Loans made by such Revolving Lender and to pay
interest thereon, Borrower shall execute a Revolving Credit Note, payable to the order of such
Revolving Lender in the principal amount equal to its Applicable Commitment Percentage of the
Revolving Credit Commitment, or, if less, the aggregate unpaid principal amount of Revolving Loans
made by such Revolving Lender; provided that the failure of a Revolving Lender to request a
Revolving Credit Note shall in no way detract from Borrower’s obligations to such Revolving Lender
hereunder.

     (b) Swing Loans. Upon the request of the Swing Line Lender, to evidence the
obligation of Borrower to repay the Swing Loans and to pay interest thereon, Borrower shall execute
a Swing Line Note, payable to the order of the Swing Line Lender in the principal amount of the
Swing Line Commitment, or, if less, the aggregate unpaid principal amount of Swing Loans made by
the Swing Line Lender; provided that the failure of the Swing Line Lender to request a Swing Line
Note shall in no way detract from Borrower’s obligations to the Swing Line Lender hereunder.

     (c) Term Loan. Upon the request of a Term Lender, to evidence the obligation of
Borrower to repay the portion of the Term Loan made by such Term Lender and to pay interest
thereon, Borrower shall execute a Term Note, payable to the order of such Term Lender in the
principal amount of its Applicable Commitment Percentage of the Term Loan Commitment; provided that
the failure of such Term Lender to request a Term Note shall in no way detract from Borrower’s
obligations to such Term Lender hereunder.

     Section 2.6. Notice of Credit Event; Funding of Loans.

     (a) Notice of Credit Event. Borrower, through an Authorized Officer, shall provide to
Agent a Notice of Loan prior to (i) 11:00 A.M. (Eastern time) on the proposed date of borrowing of,
or conversion of a Loan to, a Base Rate Loan, (ii) 11:00 A.M. (Eastern time) three Business Days
prior to the proposed date of borrowing of, continuation of, or conversion of a Loan to, a LIBOR
Fixed Rate Loan, and (iii) 2:00 P.M. (Eastern time) on the proposed date of
borrowing of a Swing Loan; provided that (A) on the Closing Date, Borrower may deliver to Agent a
Notice of Loan for the borrowing of a Base Rate Loan as late as 1:00 P.M. (Eastern time), and (B)
an Authorized Officer of Borrower may verbally request a Loan, so long as a Notice of Loan is
received by the end of the same Business Day, and if Agent or any Lender provides funds or
initiates funding based upon such verbal request, Borrower shall bear the risk with respect to any
information regarding such funding that is later determined to have been

33

 

incorrect. Borrower shall
comply with the notice provisions set forth in Section 2.2(b) hereof with respect to Letters of
Credit.

     (b) Funding of Loans. Agent shall notify the appropriate Lenders of the date, amount,
type of currency and Interest Period (if applicable) promptly upon the receipt of a Notice of Loan
(other than for a Swing Loan, or a Revolving Loan to be funded as a Swing Loan), and, in any event,
by 1:00 P.M. (Eastern time) on the date such Notice of Loan is received. On the date that the
Credit Event set forth in such Notice of Loan is to occur, each such Lender shall provide to Agent,
not later than 3:00 P.M. (Eastern time) (or, on the Closing Date (i) not later than 12:00 P.M.
(Eastern time), so long as Agent has notified the appropriate Lenders of the terms of such Credit
Event by 11:00 A.M. (Eastern time) on the Closing Date, or (ii) not later than 1:00 P.M. (Eastern
time), so long as Agent has notified the appropriate Lenders of the terms of such Credit Event by
12:00 P.M. (Eastern time) on the Closing Date), the amount in Dollars, or, with respect to an
Alternate Currency, in the applicable Alternate Currency, in federal or other immediately available
funds, required of it. If Agent shall elect to advance the proceeds of such Loan prior to
receiving funds from such Revolving Lender, Agent shall have the right, upon prior notice to
Borrower, to debit any account of Borrower or otherwise receive such amount from Borrower, promptly
after demand, in the event that such Revolving Lender shall fail to reimburse Agent in accordance
with this subsection. Agent shall also have the right to receive interest from such Revolving
Lender at the Federal Funds Effective Rate in the event that such Revolving Lender shall fail to
provide its portion of the Loan on the date requested and Agent shall elect to provide such funds.

     (c) Conversion and Continuation of Loans.

     (i) At the request of Borrower to Agent, subject to the notice and other provisions of
this Section 2.6, the appropriate Lenders shall convert a Base Rate Loan to one or more
Eurodollar Loans at any time and shall convert a Eurodollar Loan to a Base Rate Loan on any
Interest Adjustment Date applicable thereto. Swing Loans may be converted by the Swing Line
Lender to Revolving Loans in accordance with Section 2.2(c)(ii) hereof. No Alternate
Currency Loan may be converted to a Base Rate Loan or Eurodollar Loan and no Base Rate Loan
or Eurodollar Loan may be converted to an Alternate Currency Loan.

     (ii) At the request of Borrower to Agent, subject to the notice and other provisions of
this Section 2.6, the appropriate Lenders shall continue one or more Eurodollar Loans as of
the end of the applicable Interest Period as a new Eurodollar Loan with a new Interest
Period.

     (d) Minimum Amount. Each request for:

     (i) a Base Rate Loan shall be in an amount of not less than One Million Dollars
($1,000,000), increased by increments of One Million Dollars ($1,000,000);

     (ii) a LIBOR Fixed Rate Loan shall be in an amount (or, with respect to an Alternate
Currency Loan, such approximately comparable amount as shall result in an

34

 

amount rounded to
the nearest whole number) of not less than One Million Dollars ($1,000,000), increased by
increments of One Million Dollars ($1,000,000) (or, with respect to an Alternate Currency
Loan, such approximately comparable amount as shall result in an amount rounded to the
nearest whole number); and

     (iii) a Swing Loan shall be in an amount of not less than One Hundred Thousand Dollars
($100,000).

     (e) Interest Periods. Borrower shall not request that LIBOR Fixed Rate Loans be
outstanding for more than nine different Interest Periods at the same time.

     (f) Advancing of Non Pro-Rata Revolving Loans. Notwithstanding anything in this
Agreement to the contrary, if Borrower requests a Revolving Loan pursuant to Section 2.6(a) hereof
(and all conditions precedent set forth in Section 4.1 hereof are met) at a time when one or more
Revolving Lenders are Defaulting Lenders, Agent shall have the option, in its discretion, and shall
exercise such option if requested by Borrower after Borrower’s consultation with Agent, to require
the non-Defaulting Lenders to honor such request by making a non pro-rata Revolving Loan to
Borrower in an amount equal to (i) the amount requested by Borrower, minus (ii) the portions of
such Revolving Loan that should have been made by such Defaulting Lenders. For purposes of such
Revolving Loans, the Revolving Lenders that are making such Revolving Loan shall do so in
proportion to their Applicable Commitment Percentages of the amount requested by Borrower.

     Section 2.7. Payment on Loans and Other Obligations.

     (a) Payments Generally. Each payment made hereunder by a Credit Party shall be made
without any offset, abatement, recoupment, counterclaim, withholding or reduction whatsoever.

     (b) Payments in Alternate Currency. With respect to any Alternate Currency Loan or
any Alternate Currency Letter of Credit, all payments (including prepayments) to any Lender of the
principal of or interest on such Alternate Currency Loan or Alternate Currency Letter of Credit
shall be made in the same Alternate Currency as the original Loan or Letter of Credit. All such
payments shall be remitted by Borrower to Agent, at the address of Agent for notices referred to in
Section 10.4 hereof (or at such other office or account as designated in writing by Agent to
Borrower), for the account of the appropriate Lenders (or the Fronting Lender or the Swing Line
Lender, as appropriate) not later than 11:00 A.M. (Eastern time) on the due date
thereof in same day funds. Any such payments received by Agent after 11:00 A.M. (Eastern time)
shall be deemed to have been made and received on the next Business Day.

     (c) Payments in Dollars from Borrower. With respect to (i) any Loan (other than an
Alternate Currency Loan), or (ii) any other payment to Agent and the Lenders that shall not be
covered by subsection (b) above, all such payments (including prepayments) to Agent of the
principal of or interest on such Loan or other payment, including but not limited to principal,
interest, fees or any other amount owed by Borrower under this Agreement, shall be made in Dollars.
All payments described in this subsection (c) shall be remitted to Agent, at the address

35

 

of Agent
for notices referred to in Section 10.4 hereof for the account of the appropriate Lenders (or the
Fronting Lender or the Swing Line Lender, as appropriate) not later than 11:00 A.M. (Eastern time)
on the due date thereof in immediately available funds. Any such payments received by Agent (or
the Fronting Lender or the Swing Line Lender) after 11:00 A.M. (Eastern time) shall be deemed to
have been made and received on the next Business Day.

     (d) Payments to Lenders. Upon Agent’s receipt of payments hereunder, Agent shall
immediately distribute to the appropriate Lenders (except with respect to Swing Loans, which shall
be paid to the Swing Line Lender and any Lender that has funded a participation in the Swing Loans,
or, with respect to Letters of Credit, certain of which payments shall be paid to the Fronting
Lender) their respective ratable shares, if any, of the amount of principal, interest, and
commitment and other fees received by Agent for the account of such Lender. Payments received by
Agent in Dollars shall be delivered to the Lenders in Dollars in immediately available funds.
Payments received by Agent in any Alternate Currency shall be delivered to the Lenders in such
Alternate Currency in same day funds. Each Lender shall record any principal, interest or other
payment, the principal amounts of Base Rate Loans, LIBOR Fixed Rate Loans and Swing Loans, the type
of currency for each Loan, all prepayments and the applicable dates, including Interest Periods,
with respect to the Loans made, and payments received by such Lender, by such method as such Lender
may generally employ; provided, however, that failure to make any such entry shall in no way
detract from the obligations of Borrower under the Notes. The aggregate unpaid amount of Loans,
types of Loans, Interest Periods and similar information with respect to the Loans and Letters of
Credit set forth on the records of Agent shall be rebuttably presumptive evidence with respect to
such information, including the amounts of principal and interest owing and unpaid on each Note.

     (e) Timing of Payments. Whenever any payment to be made hereunder, including, without
limitation, any payment to be made on any Loan, shall be stated to be due on a day that is not a
Business Day, such payment shall be made on the next Business Day and such extension of time shall
in each case be included in the computation of the interest payable on such Loan; provided that,
with respect to a LIBOR Fixed Rate Loan, if the next Business Day shall fall in the succeeding
calendar month, such payment shall be made on the preceding Business Day and the relevant Interest
Period shall be adjusted accordingly.

     (f) Affected Lender. To the extent that Agent receives any payments or other amounts
for the account of a Revolving Lender that is an Affected Lender, at the discretion of Agent, such
Affected Lender shall be deemed to have requested that Agent use such payment or other amount (or
any portion thereof, at the discretion of Agent) first, to cash collateralize its
unfunded risk participation in Swing Loans and the Letters of Credit pursuant to Sections
2.2(b)(v) and 2.2(c)(iii) hereof, and, with respect to any Defaulting Lender, second, to fulfill
its obligations to make Loans.

     (g) Payment of Non Pro-Rata Revolving Loans. Notwithstanding anything in this
Agreement to the contrary, at the sole discretion of Agent, in order to pay Revolving Loans that
were not advanced pro rata by the Revolving Lenders, any payment of any Loan may first be applied
to such Revolving Loans that were not advanced pro rata.

36

 

     Section 2.8. Prepayment.

     (a) Right to Prepay.

     (i) Borrower shall have the right at any time or from time to time to prepay, on a pro
rata basis for all of the appropriate Lenders (except with respect to Swing Loans, which
shall be paid to the Swing Line Lender and any Lender that has funded a participation in
such Swing Loan), all or any part of the principal amount of the Loans representing the
obligations under any Specific Commitment with the proceeds of such prepayment to be
distributed on a pro rata basis to the holders of the Specific Commitment being prepaid.
Such payment shall include interest accrued on the amount so prepaid to the date of such
prepayment and any amount payable under Article III hereof with respect to the amount being
prepaid. Prepayments of Base Rate Loans shall be without any premium or penalty. Each
prepayment of a Term Loan shall be applied to the principal installments thereof in the
inverse order of their respective maturities.

     (ii) Borrower shall have the right, at any time or from time to time, to prepay, for
the benefit of the Swing Line Lender (and any Lender that has funded a participation in such
Swing Loan), all or any part of the principal amount of the Swing Loans then outstanding, as
designated by Borrower, plus interest accrued on the amount so prepaid to the date of such
prepayment.

     (iii) Notwithstanding anything in this Section 2.8 or otherwise to the contrary, at the
discretion of Agent, in order to prepay Revolving Loans that were not advanced pro rata by
all of the Revolving Lenders, any prepayment of a Loan shall first be applied to Revolving
Loans made by the Revolving Lenders during any period in which a Defaulting Lender or
Insolvent Lender shall exist.

     (b) Notice of Prepayment. Borrower shall give Agent irrevocable written notice of
prepayment of a Base Rate Loan or Swing Loan by no later than 11:00 A.M. (Eastern time) on the
Business Day on which such prepayment is to be made and written notice of the prepayment of any
LIBOR Fixed Rate Loan not later than 1:00 P.M. (Eastern time) three Business Days before the
Business Day on which such prepayment is to be made.

     (c) Minimum Amount. Each prepayment of a LIBOR Fixed Rate Loan shall be in the
principal amount of not less than the lesser of One Million Dollars ($1,000,000), or the principal
amount of such Loan (or, with respect to an Alternate Currency Loan, the Dollar
Equivalent (rounded to a comparable amount) of such amount) or, with respect to a Swing Loan, the
principal balance of such Swing Loan, except in the case of a mandatory payment pursuant to Section
2.11 or Article III hereof.

     Section 2.9. Commitment and Other Fees; Reduction of Revolving Credit Commitment.

     (a) Commitment Fee. Borrower shall pay to Agent, for the ratable account of the
Revolving Lenders, as a consideration for the Revolving Credit Commitment, a commitment fee from
the Closing Date to and including the last day of the Commitment Period, payable

37

 

quarterly, at a
rate per annum equal to (i) the Applicable Commitment Fee Rate in effect on the payment date,
multiplied by (ii) (A) the average daily Maximum Revolving Amount in effect during such quarter,
minus (B) the average daily Revolving Credit Exposure (exclusive of the Swing Line Exposure) during
such quarter. The commitment fee shall be payable in arrears, on March 31, 2010 and continuing on
each Regularly Scheduled Payment Date thereafter, and on the last day of the Commitment Period.

     (b) Agent Fee. Borrower shall pay to Agent, for its sole benefit, the fees set forth
in the Agent Fee Letter.

     (c) Optional Reduction of Revolving Credit Commitment. Borrower may at any time and
from time to time permanently reduce in whole or ratably in part the Maximum Revolving Amount to an
amount not less than the then existing Revolving Credit Exposure, by giving Agent not fewer than
three Business Days’ written notice of such reduction, provided that any such partial reduction
shall be in an aggregate amount, for all of the Revolving Lenders, of not less than Five Million
Dollars ($5,000,000), increased in increments of Five Hundred Thousand Dollars ($500,000). Agent
shall promptly notify each Revolving Lender of the date of each such reduction and such Revolving
Lender’s proportionate share thereof. After each such partial reduction, the commitment fees
payable hereunder shall be calculated upon the Maximum Revolving Amount as so reduced. If Borrower
reduces in whole the Revolving Credit Commitment, on the effective date of such reduction (Borrower
having prepaid in full the unpaid principal balance, if any, of the Loans, together with all
interest (if any) and commitment and other fees accrued and unpaid with respect thereto, and
provided that no Letter of Credit Exposure or Swing Line Exposure shall exist), all of the
Revolving Credit Notes shall be delivered to Agent marked “Canceled” and Agent shall redeliver such
Revolving Credit Notes to Borrower. Any partial reduction in the Maximum Revolving Amount shall be
effective during the remainder of the Commitment Period.

     Section 2.10. Computation of Interest and Fees. With the exception of Base Rate
Loans, interest on Loans, Letter of Credit fees, Related Expenses and commitment and other fees and
charges hereunder shall be computed on the basis of a year having three hundred sixty (360) days
and calculated for the actual number of days elapsed. With respect to Base Rate Loans, interest
shall be computed on the basis of a year having three hundred sixty-five (365) days or three
hundred sixty-six (366) days, as the case may be, and calculated for the actual number of days
elapsed.

     Section 2.11. Mandatory Payments.

     (a) Revolving Credit Exposure. If, at any time, the Revolving Credit Exposure shall
exceed the Revolving Credit Commitment as then in effect, Borrower shall, as promptly as
practicable, but in no event later than the next Business Day, pay an aggregate principal amount of
the Revolving Loans sufficient to bring the Revolving Credit Exposure within the Revolving Credit
Commitment.

     (b) Swing Line Exposure. If, at any time, the Swing Line Exposure shall exceed the
Swing Line Commitment, Borrower shall, as promptly as practicable, but in no event later than

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the
next Business Day, pay an aggregate principal amount of the Swing Loans sufficient to bring the
Swing Line Exposure within the Swing Line Commitment.

     (c) Alternate Currency Exposure. If, at any time, the Alternate Currency Exposure
shall exceed the Alternate Currency Maximum Amount, Borrower shall, as promptly as practicable, but
in no event later than the next Business Day, pay an aggregate principal amount of the Alternate
Currency Loans sufficient to bring the Alternate Currency Exposure within the Alternate Currency
Maximum Amount.

     (d) Mandatory Prepayments. Borrower shall, until the Term Loan is paid in full, make
Mandatory Prepayments (each a “Mandatory Prepayment”) in accordance with the following provisions:

     (i) Additional Indebtedness. If, at any time, Borrower or any Domestic
Subsidiary shall incur Indebtedness for borrowed money (including Capitalized Lease
Obligations and letters of credit) other than Indebtedness permitted pursuant to Section
5.8(a) through (i) hereof (which other Indebtedness shall not be incurred without the prior
written consent of Agent and the Required Lenders), Borrower shall make a Mandatory
Prepayment, on the date that such Indebtedness is incurred, in an amount equal to one
hundred percent (100%) of the net cash proceeds of such Indebtedness.

     (ii) Sale of Assets. Upon the sale or other disposition of any assets by
Borrower or a Domestic Subsidiary (permitted pursuant to Section 5.12 hereof) to any Person
other than to a Credit Party or in the ordinary course of business, and to the extent the
proceeds of such sale or other disposition are in excess of Five Hundred Thousand Dollars
($500,000) during any fiscal year of Borrower and are not to be reinvested in fixed assets
or other similar assets within one hundred eighty (180) days of such sale or other
disposition, Borrower shall make a Mandatory Prepayment, on the date of such sale or other
disposition, in an amount equal to one hundred percent (100%) of the proceeds of such
disposition net of amounts required to pay taxes and reasonable costs applicable to the
disposition.

     (iii) Additional Equity. Within fifteen (15) days after any equity offering
(other than the offering or exercise of stock options or other equity awards pursuant to
equity incentive plans for directors, officers, employees and consultants) by a Company
(which shall be only with the prior written consent of Agent and the Required Lenders),
Borrower shall make a Mandatory Prepayment in an amount equal to fifty percent (50%) of the
net cash proceeds of such equity offering.

     (iv) Material Recovery Event. Within ten days after the occurrence of a
Material Recovery Event, Borrower shall furnish to Agent written notice thereof. Within
sixty (60) days after such Material Recovery Event, Borrower shall notify Agent of
Borrower’s determination as to whether or not to replace, rebuild or restore the affected
property (a “Material Recovery Determination Notice”). If Borrower decides not to replace,
rebuild or restore such property or if Borrower has not delivered the Material Recovery
Determination Notice within sixty (60) days after such Material Recovery

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Event, then the
proceeds of insurance paid in connection with such Material Recovery Event, when received,
shall be paid as a Mandatory Prepayment. If Borrower decides to replace, rebuild or restore
such property, then any such replacement, rebuilding or restoration must be (A) commenced
within six months of the date of the Material Recovery Event, and (B) substantially
completed within twelve (12) months of such commencement date, with such casualty insurance
proceeds and other net proceeds and other funds available to the appropriate Companies for
replacement, rebuilding or restoration of such property. Any amounts of such insurance
proceeds not applied to the costs of replacement or restoration shall be applied as a
Mandatory Prepayment.

     (e) Application of Mandatory Prepayments.

     (i) Involving a Company Prior to an Event of Default. So long as no Event of
Default shall have occurred, each Mandatory Prepayment required to be made pursuant to
subsection (d) hereof shall be applied to the Term Loan.

     (ii) Involving a Company After an Event of Default. If a Mandatory Prepayment
is required to be made pursuant to subsection (d) hereof at the time that an Event of
Default shall have occurred and be continuing, then such Mandatory Prepayment shall be paid
by Borrower to Agent to be applied to the following, on a pro rata basis among: (A) the
Maximum Revolving Amount (with payments to be made in the following order: Revolving Loans,
Swing Loans, and to be held by Agent in a special account as security for any Letter of
Credit Exposure pursuant to subsection (iii) hereof), and (B) the unpaid principal balance
of the Term Loan. Unless otherwise agreed by the Lenders, the Revolving Credit Commitment
shall be permanently reduced by the amount of such Mandatory Prepayment allocated thereto,
whether or not there shall be any Revolving Credit Exposure thereunder; provided that, if
there shall be no Credit Exposure under a Specific Commitment, the then remaining Mandatory
Prepayment shall be paid to the other Specific Commitments.

     (iii) Involving Letters of Credit. Any amounts to be distributed for
application to a Revolving Lender’s liabilities with respect to any Letter of Credit
Exposure pursuant to subsection (ii) above shall be held by Agent in an interest bearing
trust account (the “Special Trust Account”) as collateral security for such liabilities
until a drawing on any
Letter of Credit, at which time such amounts, together with interest accrued thereon, shall
be released by Agent and applied to such liabilities. If any such Letter of Credit shall
expire without having been drawn upon in full, the amounts held in the Special Trust Account
with respect to the undrawn portion of such Letter of Credit, together with interest accrued
thereon, shall be applied by Agent in accordance with the provisions of subsections (i) and
(ii) above.

     (f) Mandatory Payments Generally. Unless otherwise designated by Borrower, each
Mandatory Prepayment made with respect to a Specific Commitment shall be applied in the following
order (i) first, to the outstanding Base Rate Loans, (ii) second, to the outstanding Eurodollar
Loans, and (iii) third, to outstanding Alternate Currency Loans; provided that, if the outstanding
principal amount of any LIBOR Fixed Rate Loan shall be reduced to an amount less

40

 

than the minimum
amount set forth in Section 2.9 hereof as a result of such prepayment or if such Loan is an
Alternate Currency Loan, then such LIBOR Fixed Rate Loan shall be converted into a Base Rate Loan
on the date of such prepayment. Any prepayment of a LIBOR Fixed Rate Loan pursuant to this Section
2.11 shall be subject to the prepayment provisions set forth in Article III hereof. Each Mandatory
Prepayment made with respect to the Term Loan shall be applied to the payments of principal in the
inverse order of maturities.

ARTICLE III. ADDITIONAL PROVISIONS RELATING TO

LIBOR FIXED RATE LOANS; INCREASED CAPITAL; TAXES

     Section 3.1. Requirements of Law.

     (a) If, after the Closing Date, (i) the adoption of or any change in any Requirement of Law or
in the interpretation or application thereof by a Governmental Authority, or (ii) the compliance by
any Lender with any request or directive (whether or not having the force of law) from any central
bank or other Governmental Authority:

     (A) shall subject any Lender to any tax of any kind whatsoever with respect to this
Agreement, any Letter of Credit or any LIBOR Fixed Rate Loan made by it, or change the basis
of taxation of payments to such Lender in respect thereof (except for Taxes and Excluded
Taxes which are governed by Section 3.2 hereof);

     (B) shall impose, modify or hold applicable any reserve, special deposit, compulsory
loan or similar requirement against assets held by, deposits or other liabilities in or for
the account of, advances, loans or other extensions of credit by, or any other acquisition
of funds by, any office of such Lender that is not otherwise included in the determination
of the Eurodollar Rate or the Alternate Currency Rate; or

     (C) shall impose on such Lender any other condition;

and the result of any of the foregoing is to increase the cost to such Lender of making, converting
into, continuing or maintaining LIBOR Fixed Rate Loans or issuing or participating in Letters of
Credit, or to reduce any amount receivable hereunder in respect thereof, then, in any such case,
Borrower shall pay to such Lender, promptly after receipt of a written request therefor, any
additional amounts necessary to compensate such Lender for such increased cost or reduced amount
receivable. If any Lender becomes entitled to claim any additional amounts pursuant to this
subsection (a), such Lender shall promptly notify Borrower (with a copy to Agent) of the event by
reason of which it has become so entitled.

     (b) If any Lender shall have determined that, after the Closing Date, the adoption of or any
change in any Requirement of Law regarding capital adequacy or in the interpretation or application
thereof by a Governmental Authority or compliance by such Lender or any corporation controlling
such Lender with any request or directive regarding capital adequacy (whether or not having the
force of law) from any Governmental Authority shall have the effect of reducing the rate of return
on such Lender’s or such corporation’s capital as a consequence of

41

 

its obligations hereunder, or
under or in respect of any Letter of Credit, to a level below that which such Lender or such
corporation could have achieved but for such adoption, change or compliance (taking into
consideration the policies of such Lender or such corporation with respect to capital adequacy),
then from time to time, upon submission by such Lender to Borrower (with a copy to Agent) of a
written request therefor (which shall include the method for calculating such amount), Borrower
shall promptly pay or cause to be paid to such Lender such additional amount or amounts as will
compensate such Lender or such corporation for such reduction.

     (c) A certificate as to any additional amounts payable pursuant to this Section 3.1 submitted
by any Lender to Borrower (with a copy to Agent) shall be conclusive absent manifest error. In
determining any such additional amounts, such Lender may use any method of averaging and
attribution that it (in its sole discretion) shall deem applicable. The obligations of Borrower
pursuant to this Section 3.1 shall survive the termination of this Agreement and the payment of the
Loans and all other amounts payable hereunder.

     Section 3.2. Taxes.

     (a) All payments made by any Credit Party under any Loan Document shall be made free and clear
of, and without deduction or withholding for or on account of any Taxes or Other Taxes. If any
Taxes or Other Taxes are required to be deducted or withheld from any amounts payable to Agent or
any Lender hereunder, the amounts so payable to Agent or such Lender shall be increased to the
extent necessary to yield to Agent or such Lender (after deducting, withholding and payment of all
Taxes and Other Taxes) interest or any such other amounts payable hereunder at the rates or in the
amounts specified in the Loan Documents.

     (b) Whenever any Taxes or Other Taxes are required to be withheld and paid by a Credit Party,
such Credit Party shall timely withhold and pay such taxes to the relevant Governmental
Authorities. As promptly as possible thereafter, Borrower shall send to Agent for its own account
or for the account of the relevant Lender, as the case may be, a certified copy of an original
official receipt received by such Credit Party showing payment thereof or other
evidence of payment reasonably acceptable to Agent or such Lender. If such Credit Party shall fail
to pay any Taxes or Other Taxes when due to the appropriate Governmental Authority or fails to
remit to Agent the required receipts or other required documentary evidence, such Credit Party and
Borrower shall indemnify Agent and the appropriate Lenders on demand for any incremental Taxes or
Other Taxes paid or payable by Agent or such Lender as a result of any such failure.

     (c) If any Lender shall be so indemnified by a Credit Party, such Lender shall use reasonable
efforts to obtain the benefits of any refund, deduction or credit for any taxes or other amounts
with respect to the amount paid by such Credit Party and shall reimburse such Credit Party to the
extent, but only to the extent, that such Lender shall receive a refund with respect to the amount
paid by such Credit Party or an effective net reduction in taxes or other governmental charges
(including any taxes imposed on or measured by the total net income of such Lender) of the United
States or any state or subdivision or any other Governmental Authority thereof by virtue of any
such deduction or credit, after first giving effect to all other deductions and credits

42

 

otherwise available to such Lender. If, at the time any audit of such Lender’s income tax return is
completed, such Lender determines, based on such audit, that it shall not have been entitled to the
full amount of any refund reimbursed to such Credit Party as aforesaid or that its net income taxes
shall not have been reduced by a credit or deduction for the full amount reimbursed to such Credit
Party as aforesaid, such Credit Party, upon request of such Lender, shall promptly pay to such
Lender the amount so refunded to which such Lender shall not have been so entitled, or the amount
by which the net income taxes of such Lender shall not have been so reduced, as the case may be.

     (d) Each Lender that is not (i) a citizen or resident of the United States of America, (ii) a
corporation, partnership or other entity created or organized in or under the laws of the United
States of America (or any jurisdiction thereof), or (iii) an estate or trust that is subject to
federal income taxation regardless of the source of its income (any such Person, a “Non-U.S.
Lender”) shall deliver to Borrower and Agent two copies of either U.S. Internal Revenue Service
Form W-8BEN, Form W-8IMY or Form W-8ECI, or, in the case of a Non-U.S. Lender claiming exemption
from U.S. federal withholding tax under Section 871(h) or 881(c) of the Code with respect to
payments of “portfolio interest”, a statement with respect to such interest and two copies of a
Form W-8BEN, or any subsequent versions thereof or successors thereto, properly completed and duly
executed by such Non-U.S. Lender claiming complete exemption from, or a reduced rate of, U.S.
federal withholding tax on all payments by Credit Parties under this Agreement and the other Loan
Documents. Such forms shall be delivered by each Non-U.S. Lender on or before the date it becomes
a party to this Agreement or such other Loan Document. In addition, each Non-U.S. Lender shall
deliver such forms or appropriate replacements promptly upon the obsolescence or invalidity of any
form previously delivered by such Non-U.S. Lender. Each Non-U.S. Lender shall promptly notify
Borrower at any time it determines that such Lender is no longer in a position to provide any
previously delivered certificate to Borrower (or any other form of certification adopted by the
U.S. taxing authorities for such purpose). Notwithstanding any other provision of this subsection
(d), a Non-U.S. Lender shall not be required to deliver any form pursuant to this subsection (d)
that such Non-U.S. Lender is not legally able to deliver.

     (e) The agreements in this Section 3.2 shall survive the termination of the Loan Documents and
the payment of the Loans and all other amounts payable hereunder.

     Section 3.3. Funding Losses. Borrower agrees to indemnify each Lender, promptly
after receipt of a written request therefor, and to hold each Lender harmless from, any loss or
expense that such Lender may sustain or incur as a consequence of (a) default by Borrower in making
a borrowing of, conversion into or continuation of LIBOR Fixed Rate Loans after Borrower has given
a notice requesting the same in accordance with the provisions of this Agreement, (b) default by
Borrower in making any prepayment of or conversion from LIBOR Fixed Rate Loans after Borrower has
given a notice thereof in accordance with the provisions of this Agreement, (c) the making of a
prepayment of a LIBOR Fixed Rate Loan on a day that is not the last day of an Interest Period
applicable thereto, (d) any conversion of a LIBOR Fixed Rate Loan to a Base Rate Loan on a day that
is not the last day of an Interest Period applicable thereto, or (e) any compulsory assignment of
such Lender’s interests, rights and obligations under this Agreement pursuant to Section 10.3(c) or
10.12 hereof. Such indemnification shall be in an amount equal to

43

 

the excess, if any, of (i) the
amount of interest that would have accrued on the amounts so prepaid, or not so borrowed, converted
or continued, for the period from the date of such prepayment or of such failure to borrow, convert
or continue to the last day of such Interest Period (or, in the case of a failure to borrow,
convert or continue, the Interest Period that would have commenced on the date of such failure) in
each case at the applicable rate of interest for such Loans provided for herein (excluding,
however, the Applicable Margin included therein, if any) over (ii) the amount of interest (as
reasonably determined by such Lender) that would have accrued to such Lender on such amount by
placing such amount on deposit for a comparable period with leading banks in the appropriate London
interbank market, along with any reasonable administration fee charged by such Lender. A
certificate as to any amounts payable pursuant to this Section 3.3 submitted to Borrower (with a
copy to Agent) by any Lender shall be conclusive absent manifest error. The obligations of
Borrower pursuant to this Section 3.3 shall survive the termination of this Agreement and the
payment of the Loans and all other amounts payable hereunder.

     Section 3.4. Eurodollar Rate or Alternate Currency Rate Lending Unlawful; Inability to
Determine Rate.

     (a) If any Lender shall determine (which determination shall, upon notice thereof to Borrower
and Agent, be conclusive and binding on Borrower) that, after the Closing Date, (i) the
introduction of or any change in or in the interpretation of any law makes it unlawful, or (ii) any
Governmental Authority asserts that it is unlawful, for such Lender to make or continue any Loan
as, or to convert (if permitted pursuant to this Agreement) any Loan into, a LIBOR Fixed Rate Loan,
the obligations of such Lender to make, continue or convert any such LIBOR Fixed Rate Loan shall,
upon such determination, be suspended until such Lender shall notify Agent that the circumstances
causing such suspension no longer exist, and all outstanding LIBOR Fixed Rate Loans payable to such
Lender shall automatically convert (if conversion is permitted under this Agreement) into a Base
Rate Loan, or be repaid (if no conversion is permitted) at the end of the then current Interest
Periods with respect thereto or sooner, if required by law or such assertion.

     (b) If Agent or the Required Lenders determine that for any reason adequate and reasonable
means do not exist for determining the Eurodollar Rate or Alternate Currency Rate for any requested
Interest Period with respect to a proposed LIBOR Fixed Rate Loan, or that the Eurodollar Rate or
Alternate Currency Rate for any requested Interest Period with respect to a proposed LIBOR Fixed
Rate Loan does not adequately and fairly reflect the cost to the Lenders of funding such Loan,
Agent will promptly so notify Borrower and each Lender. Thereafter, the obligation of the Lenders
to make or maintain such LIBOR Fixed Rate Loan shall be suspended until Agent (upon the instruction
of the Required Lenders) revokes such notice. Upon receipt of such notice, Borrower may revoke any
pending request for a borrowing of, conversion to or continuation of such LIBOR Fixed Rate Loan or,
failing that, will be deemed to have converted such request into a request for a borrowing of a
Base Rate Loan in the amount specified therein.

     Section 3.5. Discretion of Lenders as to Manner of Funding. Notwithstanding any
provision of this Agreement to the contrary, each Lender shall be entitled to fund and maintain its
funding of all or any part of such Lender’s Loans in any manner such Lender deems to be

44

 

appropriate; it being understood, however, that for the purposes of this Agreement all
determinations hereunder shall be made as if such Lender had actually funded and maintained each
Eurodollar Loan or Alternate Currency Loan during the applicable Interest Period for such Loan
through the purchase of deposits having a maturity corresponding to such Interest Period and
bearing an interest rate equal to the Eurodollar Rate or Alternate Currency Rate, as applicable,
for such Interest Period.

ARTICLE IV. CONDITIONS PRECEDENT

     Section 4.1. Conditions to Each Credit Event. The obligation of the Lenders, the
Fronting Lender and the Swing Line Lender to participate in any Credit Event shall be conditioned,
in the case of each Credit Event, upon the following:

     (a) all conditions precedent as listed in Section 4.2 hereof required to be satisfied prior to
the first Credit Event shall have been satisfied prior to or as of the first Credit Event;

     (b) Borrower shall have submitted a Notice of Loan (or with respect to a Letter of Credit,
complied with the provisions of Section 2.2(b)(ii) hereof) and otherwise complied with Section 2.6
hereof;

     (c) no Default or Event of Default shall then exist or immediately after such Credit Event
would exist;

     (d) each of the representations and warranties contained in Article VI hereof shall be true in
all material respects as if made on and as of the date of such Credit Event, except to the extent
that any thereof expressly relate to an earlier date; and

     (e) with respect to each request by Borrower for an Alternate Currency Loan or for a Letter of
Credit to be issued in an Alternate Currency, there shall not have occurred any change in any
national or international financial, political or economic conditions or currency exchange rates or
exchange controls that, in the reasonable opinion of Agent and the Required Lenders (and the
Fronting Lender, with respect to any Letter of Credit to be issued in an Alternate Currency) would
make it impracticable for such Loan or Letter of Credit to be denominated in the relevant Alternate
Currency.

Each request by Borrower for a Credit Event shall be deemed to be a representation and warranty by
Borrower as of the date of such request as to the satisfaction of the conditions precedent
specified in subsections (c) and (d) above.

     Section 4.2. Conditions to the First Credit Event. Borrower shall cause the
following conditions to be satisfied on or prior to the Closing Date. The obligation of the
Lenders, the Fronting Lender and the Swing Line Lender to participate in the first Credit Event is
subject to Borrower satisfying each of the following conditions prior to or concurrently with such
Credit Event:

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     (a) Notes as Requested. Borrower shall have executed and delivered to (i) each
Revolving Lender requesting a Revolving Credit Note such Revolving Lender’s Revolving Credit Note,
(ii) each Term Lender requesting a Term Note such Term Lender’s Term Note, and (iii) the Swing Line
Lender the Swing Line Note, if requested by the Swing Line Lender.

     (b) Guaranties of Payment. Each Guarantor of Payment shall have executed and
delivered to Agent, for the benefit of the Lenders, a Guaranty of Payment, in form and substance
satisfactory to Agent and the Lenders.

     (c) Pledge Agreements. Borrower and each Guarantor of Payment that has a Foreign
Subsidiary shall have (i) executed and delivered to Agent, for the benefit of the Lenders, a Pledge
Agreement, in form and substance satisfactory to Agent and the Lenders, with respect to the Pledged
Securities, (ii) executed and delivered to Agent, for the benefit of the Lenders, appropriate
transfer powers for each of the Pledged Securities, (iii) delivered to Agent, for the benefit of
the Lenders, the Pledged Securities, and (iv) delivered to Agent any other documentation (including
legal opinions from foreign counsel) reasonably required by Agent regarding the perfection of the
security interest of Agent, for the benefit of the Lenders, in such Pledged Securities.

     (d) Lien Searches. With respect to the property owned or leased by ICT Group, each
domestic subsidiary of ICT Group, SH Merger Subsidiary I, Inc., and each Credit Party, Borrower
shall have caused to be delivered to Agent, except as otherwise set forth in Section 4.3(c) hereof,
(i) the results of Uniform Commercial Code lien searches, satisfactory to Agent and the Lenders,
(ii) the results of federal and state tax lien and judicial lien searches, satisfactory to Agent
and the Lenders, and (iii) Uniform Commercial Code termination statements reflecting termination of
all U.C.C. Financing Statements previously filed by any Person and not expressly permitted pursuant
to Section 5.9 hereof.

     (e) Officer’s Certificate, Resolutions, Organizational Documents. Each Credit Party
shall have delivered to Agent an officer’s certificate (or comparable domestic or foreign
documents) certifying the names of the officers of such Credit Party authorized to sign the Loan
Documents, together with the true signatures of such officers and certified copies of (i) the
resolutions of the board of directors (or comparable domestic or foreign documents) of such Credit
Party evidencing approval of the execution and delivery of the Loan Documents and the execution of
other Related Writings to which such Credit Party is a party, and (ii) the Organizational Documents
of such Credit Party.

     (f) Good Standing and Full Force and Effect Certificates. Borrower shall have
delivered to Agent a good standing certificate or full force and effect certificate (or comparable
document, if neither certificate is available in the applicable jurisdiction), as the case may be,
for each Credit Party, issued on or about the Closing Date by the Secretary of State in the state
or states where such Credit Party is incorporated or formed or qualified as a foreign entity.

     (g) Legal Opinion. Borrower shall have delivered to Agent an opinion of counsel for
Borrower and each other Credit Party, in form and substance satisfactory to Agent and the Lenders.

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     (h) Pro Forma Balance Sheet. Borrower shall have delivered to Agent a balance sheet
(adjusted to give effect to the transactions contemplated by the ICT Group Acquisition Documents)
for the month ending September 30, 2009, to be in form and substance satisfactory to Agent.

     (i) Borrower Investment Policy. Borrower shall have delivered to Agent a copy of the
Borrower Investment Policy as in effect on the Closing Date.

     (j) Advertising Permission Letter. Borrower shall have delivered to Agent an
advertising permission letter, authorizing Agent to publicize the transaction and specifically to
use the name of Borrower in connection with “tombstone” advertisements in one or more publications
selected by Agent.

     (k) Agent Fee Letter, Closing Fee Letter and Other Fees. Borrower shall have
(i) executed and delivered to Agent, the Agent Fee Letter and paid to Agent, for its sole account,
the fees stated therein, (ii) executed and delivered to Agent, the Closing Fee Letter and paid to
Agent, for the benefit of the Lenders, the fees stated therein, and (iii) paid all legal fees and
expenses of Agent in connection with the preparation and negotiation of the Loan Documents.

     (l) Existing Credit Agreement. Borrower shall terminate the Credit Agreement among
Borrower, KeyBank, as agent, and the lenders party thereto, dated as of March 30, 2009,
simultaneously with the funding of the first Credit Event, which termination shall be deemed to
occur upon payment in full of all of the Indebtedness outstanding thereunder.

     (m) Closing Certificate. Borrower shall have delivered to Agent and the Lenders an
officer’s certificate certifying that, as of the Closing Date, (i) all conditions precedent set
forth in
this Article IV have been satisfied, (ii) no Default or Event of Default exists nor immediately
after the first Credit Event will exist, (iii) each of the representations and warranties contained
in Article VI hereof are true and correct in all material respects as of the Closing Date, (iv) the
ICT Group Acquisition has been consummated, or will be consummated substantially contemporaneously
with the making of the first Credit Event, in accordance with the terms of the ICT Group
Acquisition Documents, (v) the total Consideration for the ICT Group Acquisition does not (or will
not upon the consummation of the ICT Group Acquisition) exceed the amount required to be paid under
the ICT Group Acquisition Documents, and (vi) all board of directors, shareholder, governmental and
third party approvals (including, without limitation, Hart-Scott Rodino approval) necessary in
connection with the ICT Group Acquisition, this Agreement and the continuing operations of the
Companies, taking into account the ICT Group Acquisition, have been obtained.

     (n) Letter of Direction. Borrower shall have delivered to Agent a letter of direction
authorizing Agent, on behalf of the Lenders, to disburse the proceeds of the Loans, which letter of
direction includes the authorization to transfer funds under this Agreement and the wire
instructions that set forth the locations to which such funds shall be sent.

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     (o) No Material Adverse Change. No material adverse change, in the opinion of Agent,
shall have occurred in the financial condition, operations or prospects of the Companies taken as a
whole since September 30, 2009.

     (p) Miscellaneous. Borrower shall have provided to Agent and the Lenders such other
items and shall have satisfied such other conditions as may be reasonably required by Agent or the
Lenders.

     Section 4.3. Post-Closing Conditions.

     (a) ICT Group Acquisition Documents. No later than February 8, 2010 (as such date may
be extended by Agent in writing to a date no later than February 11, 2010), Borrower shall have
provided to Agent (i) copies of the fully executed ICT Group Acquisition Documents, certified by a
Financial Officer as true and complete; (ii) a copy of the Articles or Certificate of Merger
relating to the merger of SH Merger Subsidiary I, Inc. with and into ICT Group, in the form
previously provided to Agent, bearing the date stamp or other evidence of recordation of the
Secretary of State of the Commonwealth of Pennsylvania; (iii) a copy of the Articles or Certificate
of Merger relating to the merger of ICT Group with and into Sykes Acquisition, LLC, in the form
previously provided to Agent, bearing the date stamp or other evidence of recordation of the
Secretary of State of the Commonwealth of Pennsylvania; and (iv) a copy of the Articles or
Certificate of Merger relating to the merger of ICT Group with and into Sykes Acquisition, LLC, in
the form previously provided to Agent, bearing the date stamp or other evidence of recordation of
the Secretary of State of the State of Florida.

     (b) ICT Group Existing Credit Agreement. No later than February 7, 2010, unless
otherwise agreed to by Agent in writing, Borrower shall have provided to Agent evidence that ICT
Group has terminated the commitments established pursuant to the Amended and Restated
Credit Agreement, dated as of June 24, 2005, among ICT Group, the guarantors named therein, the
lenders named therein, and Bank of America, N.A., and paid in full of all of the Indebtedness
outstanding thereunder.

     (c) ICT Group Financing Statements. No later than February 26, 2010, unless otherwise
agreed to by Agent in writing, Borrower shall have provided to Agent Uniform Commercial Code
termination statements reflecting termination of all financing statements previously filed by any
Person on the assets of ICT Group and any subsidiary of ICT Group and not expressly permitted
pursuant to Section 5.9 hereof.

     (d) Amendment to Schedules after the ICT Group Acquisition. No later than February
12, 2010, unless otherwise agreed to by Agent in writing, Borrower shall have provided to Agent an
updated Schedule 1 (Guarantors of Payment), Schedule 2 (Pledged Securities),
Schedule 6.1 (Corporate Existence; Subsidiaries; Foreign Qualification), and Schedule
6.15 (Material Agreements), which in each case shall have been updated to take into account the
ICT Group Acquisition and shall be in form and substance acceptable to Agent. Upon the acceptance
by Agent of such schedules, this Agreement shall be automatically amended to delete Schedule
1, Schedule 2, Schedule 6.1, and Schedule 6.15 attached hereto and to
insert in place thereof, respectively, the new Schedule 1, Schedule 2, Schedule
6.1, and Schedule 6.15.

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ARTICLE V. COVENANTS

     Section 5.1. Insurance. Each Company shall (a) maintain insurance to such extent and
against such hazards and liabilities as is commonly maintained by Persons similarly situated; and
(b) within ten days of any Lender’s written request, furnish to such Lender such information about
such Company’s insurance as that Lender may from time to time reasonably request, which information
shall be prepared in form and detail satisfactory to such Lender and certified by a Financial
Officer of such Company.

     Section 5.2. Money Obligations. Each Company shall pay in full (a) prior in each
case to the date when penalties would attach, all taxes, assessments and governmental charges and
levies (except only those so long as and to the extent that the same shall be contested in good
faith by appropriate and timely proceedings and for which adequate provisions have been established
in accordance with GAAP) for which it may be or become liable or to which any or all of its
properties may be or become subject; (b) all of its material wage obligations to its employees in
compliance with the Fair Labor Standards Act (29 U.S.C. §§ 206-207) or any comparable provisions,
including those under foreign laws with respect to employee source deductions, obligations and
employer obligations to its employees; and (c) all of its other material obligations calling for
the payment of money (except only those so long as and to the extent that the same shall be
contested in good faith and for which adequate provisions have been established in accordance with
GAAP) before such payment becomes overdue.

     Section 5.3. Financial Statements and Information.

     (a) Quarterly Financials. Borrower shall deliver to Agent and the Lenders, within
forty-five (45) days after the end of each of the first three quarterly periods of each fiscal year
of Borrower, an unaudited condensed Consolidated balance sheet of the Companies as of the end of
such period and the related unaudited Consolidated statements of operations and cash flow for the
quarter and fiscal year to date periods, all prepared on a Consolidated basis, in accordance with
GAAP, and in form and detail satisfactory to Agent and the Lenders and certified by a Financial
Officer.

     (b) Annual Audit Report. Borrower shall deliver to Agent and the Lenders, within
ninety (90) days after the end of each fiscal year of Borrower, a copy of the audited Consolidated
balance sheet of the Companies as of the end of such fiscal year and the related Consolidated
statements of operations, changes in shareholders’ equity and cash-flow (together with all
footnotes thereto) for such year, all prepared on a Consolidated basis, in accordance with GAAP,
and in form and detail satisfactory to Agent and the Lenders and certified by an unqualified
opinion of an independent public accountant satisfactory to Agent, which report shall include
balance sheets and statements of income (loss), stockholders’ equity and cash-flow for that period.

49

 

     (c) Compliance Certificate. Borrower shall deliver to Agent and the Lenders,
concurrently with the delivery of the financial statements set forth in subsections (a) and (b)
above, a Compliance Certificate.

     (d) Management Report. Borrower shall deliver to Agent and the Lenders, concurrently
with the delivery of the quarterly and annual financial statements set forth in subsections (a) and
(b) above, a copy of any management report, letter or similar writing furnished to the Companies by
Borrower’s independent outside auditors in respect of the Companies’ systems, operations, financial
condition or properties.

     (e) Pro-Forma Projections. Borrower shall deliver to Agent and the Lenders, within
forty-five (45) days after the end of each fiscal year of Borrower, annual pro-forma projections of
the Companies for the then current fiscal year, to be in a form consistent with the past practices
of Borrower.

     (f) Shareholder and SEC Documents. Borrower shall deliver to Agent and the Lenders,
as soon as available, copies of all notices, reports, definitive proxy or other statements and
other documents sent by Borrower to its shareholders, to the holders of any of its debentures or
bonds or the trustee of any indenture securing the same or pursuant to which they are issued, or
sent by Borrower (in final form) to any securities exchange or over the counter authority or
system, or to the SEC or any similar federal agency having regulatory jurisdiction over the
issuance of Borrower’s securities.

     (g) Financial Information of the Companies. Borrower shall deliver to Agent and the
Lenders, within ten days of the written request of Agent or any Lender, such other information
about the financial condition, properties and operations of any Company as may from time to time be
reasonably requested, which information shall be submitted in form and detail
satisfactory to Agent and the Lenders and certified by a Financial Officer of the Company or
Companies in question.

     Section 5.4. Financial Records. Each Company shall at all times maintain true and
complete records and books of account, including, without limiting the generality of the foregoing,
appropriate provisions for possible losses and liabilities, all in accordance with GAAP, and at all
reasonable times (during normal business hours and upon notice to such Company) permit Agent or any
Lender, or any representative of Agent or such Lender, to examine such Company’s books and records
and to make excerpts therefrom and transcripts thereof.

     Section 5.5. Franchises; Change in Business.

     (a) Each Company (other than a Dormant Subsidiary) shall preserve and maintain at all times
its existence, and its rights and franchises necessary for its business, except as otherwise
permitted pursuant to Section 5.12 hereof.

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     (b) No Company shall engage in any business if, as a result thereof, the general nature of the
business of the Companies taken as a whole would be substantially changed from the general nature
of the business the Companies are engaged in on the Closing Date.

     Section 5.6. ERISA Pension and Benefit Plan Compliance.

     (a) Generally. No Company shall incur any material accumulated funding deficiency
within the meaning of ERISA, or any material liability to the PBGC, established thereunder in
connection with any ERISA Plan. Borrower shall furnish to Agent and the Lenders (i) as soon as
possible and in any event within thirty (30) days after any Company knows or has reason to know
that any Reportable Event with respect to any ERISA Plan has occurred, a statement of a Financial
Officer of such Company, setting forth details as to such Reportable Event and the action that such
Company proposes to take with respect thereto, together with a copy of the notice of such
Reportable Event given to the PBGC if a copy of such notice is available to such Company, and
(ii) promptly after receipt thereof, a copy of any notice such Company, or any member of the
Controlled Group may receive from the PBGC or the Internal Revenue Service with respect to any
ERISA Plan administered by such Company; provided that this latter clause shall not apply to
notices of general application promulgated by the PBGC or the Internal Revenue Service. Borrower
shall promptly notify Agent of any material taxes assessed, proposed to be assessed or that
Borrower has reason to believe may be assessed against a Company by the Internal Revenue Service
with respect to any ERISA Plan. As used in this Section 5.6(a), “material” means the measure of a
matter of significance that shall be determined as being an amount equal to five percent (5%) of
Consolidated Net Worth. As soon as practicable, and in any event within twenty (20) days, after
any Company shall become aware that an ERISA Event shall have occurred, such Company shall provide
Agent with notice of such ERISA Event with a certificate by a Financial Officer of such Company
setting forth the details of the event and the action such Company or another Controlled Group
member proposes to take
with respect thereto. Borrower shall, at the request of Agent or any Lender, deliver or cause to
be delivered to Agent or such Lender, as the case may be, true and correct copies of any documents
relating to the ERISA Plan of any Company.

     (b) Foreign Pension Plans and Benefit Plans.

     (i) For each existing, or hereafter adopted, Foreign Pension Plan and Foreign Benefit
Plan, Borrower and any appropriate Foreign Subsidiary shall in a timely fashion comply with
and perform in all material respects all of its obligations under and in respect of such
Foreign Pension Plan or Foreign Benefit Plan, including under any funding agreements and all
applicable laws (including any fiduciary, funding, investment and administration
obligations).

     (ii) All employer or employee payments, contributions or premiums required to be
remitted, paid to or in respect of each Foreign Pension Plan or Foreign Benefit Plan shall
be paid or remitted by Borrower and any appropriate Foreign Subsidiary in a timely fashion
in accordance with the terms thereof, any funding agreements and all applicable laws.

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     (iii) Borrower and any appropriate Foreign Subsidiary shall deliver to Agent (A) if
requested by Agent, copies of each annual and other return, report or valuation with respect
to each Foreign Pension Plan as filed with any applicable Governmental Authority; and (B)
promptly after receipt thereof, a copy of any material direction, order, notice, ruling or
opinion that Borrower and any appropriate Foreign Subsidiary may receive from any applicable
Governmental Authority with respect to any Foreign Pension Plan.

     Section 5.7. Financial Covenants.

     (a) Leverage Ratio. Borrower shall not suffer or permit at any time the Leverage
Ratio to be greater than 2.25 to 1.00.

     (b) Interest Coverage Ratio. Borrower shall not suffer or permit at any time the
Interest Coverage Ratio to be less than 3.00 to 1.00.

     (c) Capital Expenditures. The Companies shall not invest in Consolidated Capital
Expenditures more than an aggregate amount equal to:

     (i) Eighty Million Dollars ($80,000,000) during the 2010 fiscal year of Borrower; and

     (ii) during the 2011 fiscal year of Borrower, and during each fiscal year of Borrower
thereafter, an amount equal to:

     (A) Eighty-Five Million Dollars ($85,000,000); plus

     (B) the lesser of (1) Thirty Million Dollars ($30,000,000), or (2) the
difference between the amount of Consolidated Capital Expenditures permitted
pursuant to this Section 5.7(c) during the previous fiscal year of Borrower, and the
actual amount of Consolidated Capital Expenditures made during the previous fiscal
year of Borrower.

Notwithstanding anything herein to the contrary, the Companies shall not be required to comply with
this Section 5.7(c) after the Term Loan is paid in full.

     Section 5.8. Borrowing. No Company shall create, incur or have outstanding any
Indebtedness of any kind; provided that this Section 5.8 shall not apply to the following:

     (a) the Loans, the Letters of Credit and any other Indebtedness under this Agreement;

     (b) any loans granted to or Capitalized Lease Obligations entered into by any Credit Party for
the purchase or lease of fixed assets (and refinancings of such loans or Capitalized Lease
Obligations), which loans and Capitalized Lease Obligations shall only be secured by the fixed
assets being purchased or leased, so long as the aggregate principal amount of all such

52

 

loans and
Capitalized Lease Obligations for all Credit Parties shall not exceed Five Million Dollars
($5,000,000) at any time outstanding;

     (c) any loans granted to or Capitalized Lease Obligations entered into by any Foreign
Subsidiary for the purchase or lease of fixed assets (and refinancings of such loans or Capitalized
Lease Obligations), which loans and Capitalized Lease Obligations shall only be secured by the
fixed assets being purchased, so long as the aggregate principal amount of all such loans and
Capitalized Lease Obligations for all Foreign Subsidiaries shall not exceed Ten Million Dollars
($10,000,000) at any time outstanding;

     (d) the Indebtedness existing on the Closing Date, in addition to the other Indebtedness
permitted to be incurred pursuant to this Section 5.8, as set forth in Schedule 5.8 hereto
(and any extension, renewal or refinancing thereof but only to the extent that the principal amount
thereof does not increase after the Closing Date);

     (e) loans to a Company from a Company so long as each such Company is a Credit Party;

     (f) Indebtedness under any Hedge Agreement, so long as such Hedge Agreement shall have been
entered into in the ordinary course of business and not for speculative purposes;

     (g) Permitted Foreign Subsidiary Loans, Guaranties and Investments;

     (h) Indebtedness of Sykes Bermuda pursuant to the Sykes Bermuda Credit Agreement; and

     (i) in addition to the Indebtedness permitted pursuant subsection (h) hereof, unsecured
Indebtedness of a Foreign Subsidiary, so long as the aggregate principal amount of all such
Indebtedness for all Foreign Subsidiaries shall not exceed Ten Million Dollars ($10,000,000) at any
time outstanding.

     Section 5.9. Liens. No Company shall create, assume or suffer to exist (upon the
happening of a contingency or otherwise) any Lien upon any of its property or assets, whether now
owned or hereafter acquired; provided that this Section 5.9 shall not apply to the following:

     (a) Liens for taxes not yet due or that are being actively contested in good faith by
appropriate proceedings and for which adequate reserves shall have been established in accordance
with GAAP;

     (b) other statutory or common law Liens incidental to the conduct of its business or the
ownership of its property and assets that (i) were not incurred in connection with the borrowing of
money or the obtaining of advances or credit, and (ii) do not in the aggregate materially detract
from the value of its property or assets or materially impair the use thereof in the operation of
its business;

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     (c) Liens on property or assets of a Subsidiary to secure obligations of such Subsidiary to a
Credit Party;

     (d) any Lien granted to Agent, for the benefit of the Lenders;

     (e) purchase money Liens on fixed assets securing the loans and capitalized leases pursuant to
Section 5.8(b) or (c) hereof, provided that such Lien is limited to the purchase price and only
attaches to the property being acquired;

     (f) the Liens existing on the Closing Date as set forth in Schedule 5.9 hereto and
replacements, extensions, renewals, refundings or refinancings thereof, but only to the extent that
the amount of debt secured thereby shall not be increased;

     (g) easements or other minor defects or irregularities in title of real property not
interfering in any material respect with the use of such property in the business of any Company;
or

     (h) any Lien on fixed assets owned by a Company as a result of an Acquisition permitted
pursuant to Section 5.13 hereof, so long as (i) such Lien was not created at the time of or in
contemplation of such Acquisition, and (ii) such Lien is released within ninety (90) days after
such Acquisition (unless Borrower shall have obtained the prior written consent of Agent and the
Required Lenders).

No Company shall enter into any contract or agreement (other than a contract or agreement entered
into in connection with the purchase or lease of fixed assets that prohibits Liens on such fixed
assets) that would prohibit Agent or the Lenders from acquiring a security interest,
mortgage or other Lien on, or a collateral assignment of, any of the property or assets of such
Company.

     Section 5.10. Regulations T, U and X. No Company shall take any action that would
result in any non-compliance of the Loans or Letters of Credit with Regulations T, U or X, or any
other applicable regulation, of the Board of Governors of the Federal Reserve System.

     Section 5.11. Investments, Loans and Guaranties. No Company shall, without the prior
written consent of Agent and the Required Lenders, (a) create, acquire or hold any Subsidiary, (b)
make or hold any investment in any stocks, bonds or securities of any kind, (c) be or become a
party to any joint venture or other partnership, (d) make or keep outstanding any advance or loan
to any Person, or (e) be or become a Guarantor of any kind (other than a Guarantor of Payment under
the Loan Documents); provided that this Section 5.11 shall not apply to the following:

     (i) any endorsement of a check or other medium of payment for deposit or collection
through normal banking channels or similar transaction in the normal course of business;

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     (ii) any investment in direct obligations of the United States of America or in
certificates of deposit issued by a member bank (having capital resources in excess of Five
Hundred Million Dollars ($500,000,000)) of the Federal Reserve System;

     (iii) any investment in commercial paper or securities that at the time of such
investment is assigned the highest quality rating in accordance with the rating systems
employed by either Moody’s or Standard & Poor’s, or any other investment made according to
the Borrower Investment Policy;

     (iv) the holding of each of the Subsidiaries listed on Schedule 6.1 hereto, and
the creation, acquisition and holding of any new Subsidiary after the Closing Date so long
as such new Subsidiary shall have been created, acquired or held in accordance with the
terms and conditions of this Agreement;

     (v) loans to, investments in and guaranties of the Indebtedness of, a Company from or
by a Company so long as each such Company is a Credit Party;

     (vi) any Permitted Investment or Permitted Foreign Subsidiary Loans, Guaranties and
Investments, so long as no Default or Event of Default shall then exist or would result
therefrom;

     (vii) the loans from Borrower (A) to certain shareholders of Shanghai Pintian
Information Technology Service Co., Ltd, in an aggregate principal amount not to exceed One
Hundred Twenty-Four Thousand Dollars ($124,000) at any time outstanding, and (B) to certain
shareholders of Guangzhou Pin Duo Information Technology Service Co.
Ltd., in an aggregate principal amount not to exceed One Hundred Twenty-Five Thousand
Dollars ($125,000) at any time outstanding; or

     (viii) the holding of any stock that has been acquired pursuant to an Acquisition
permitted by Section 5.13 hereof.

     Section 5.12. Merger and Sale of Assets. No Company shall merge, amalgamate or
consolidate with any other Person, or sell, lease or transfer or otherwise dispose of any assets to
any Person other than in the ordinary course of business, except that, if no Default or Event of
Default shall then exist or immediately thereafter shall begin to exist:

     (a) a Domestic Subsidiary may merge with (i) Borrower (provided that Borrower shall be the
continuing or surviving Person) or (ii) any one or more Guarantors of Payment;

     (b) a Domestic Subsidiary may sell, lease, transfer or otherwise dispose of any of its assets
to (i) Borrower or (ii) any Guarantor of Payment;

     (c) a Domestic Subsidiary (other than a Credit Party) may merge with or sell, lease, transfer
or otherwise dispose of any of its assets to any other Domestic Subsidiary;

55

 

     (d) a Foreign Subsidiary may merge or amalgamate with a Credit Party provided that a Credit
Party, or if applicable, Borrower, shall be the continuing or surviving Person;

     (e) a Foreign Subsidiary may sell, lease, transfer or otherwise dispose of any of its assets
to a Credit Party or any other Foreign Subsidiary;

     (f) a Company may sell, lease, transfer or otherwise dispose of any assets that are obsolete
or no longer useful or no longer used in such Company’s business; and

     (g) Acquisitions may be effected in accordance with the provisions of Section 5.13 hereof.

     Section 5.13. Acquisitions. No Company shall effect an Acquisition; provided that a
Credit Party may effect an Acquisition so long as:

     (a) such Acquisition is the ICT Group Acquisition, so long as the aggregate Consideration paid
or to be payable for such Acquisition does not exceed the amount required to be paid under the ICT
Group Acquisition Documents; or

     (b) such Acquisition meets all of the following requirements:

     (i) in the case of a merger, amalgamation or other combination including Borrower,
Borrower shall be the surviving entity;

     (ii) in the case of a merger, amalgamation or other combination including a Credit
Party (other than Borrower), a Credit Party shall be the surviving entity;

     (iii) the business to be acquired shall be similar to the lines of business of the
Companies;

     (iv) the Companies shall be in full compliance with the Loan Documents both prior to
and after giving pro forma effect to such Acquisition;

     (v) no Default or Event of Default shall exist prior to or after giving pro forma
effect to such Acquisition;

     (vi) such Acquisition is not actively opposed by the board of directors (or similar
governing body) of the selling Persons or the Persons whose equity interests are to be
acquired;

     (vii) the Liquidity Amount shall be no less than Twenty-Five Million Dollars
($25,000,000) after giving effect to each such Acquisition;

     (viii) the aggregate amount of Consideration (exclusive of the issuance of equity)
shall not exceed (i) Fifty Million Dollars ($50,000,000) for each such

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Acquisition, and (ii)
One Hundred Million Dollars ($100,000,000) for all Acquisitions (excluding the ICT Group
Acquisition) by the Companies in a twelve-month period; and

     (ix) the aggregate amount of Consideration (including the issuance of equity
securities) for each such Acquisition shall not exceed One Hundred Fifty Million Dollars
($150,000,000).

     Section 5.14. Notice. Borrower shall cause a Financial Officer to promptly notify
Agent and the Lenders, in writing, whenever:

     (a) a Default or Event of Default may occur hereunder or any representation or warranty made
in Article VI hereof or elsewhere in this Agreement or in any Related Writing may for any reason
cease in any material respect to be true and complete; or

     (b) Borrower learns of a litigation or proceeding against Borrower before a court,
administrative agency or arbitrator that, if successful, might have a Material Adverse Effect.

     Section 5.15. Restricted Payments. No Company shall make or commit itself to make
any Restricted Payment at any time, except that, if no Default or Event of Default shall then exist
or, after giving pro forma effect to such payment, thereafter shall begin to exist, the Companies
may make Capital Distributions.

     Section 5.16. Environmental Compliance. Each Company shall comply in all material
respects with any and all Environmental Laws and Environmental Permits including, without
limitation, all Environmental
Laws in jurisdictions in which such Company owns or operates a facility or site, arranges for
disposal or treatment of hazardous substances, solid waste or other wastes, accepts for transport
any hazardous substances, solid waste or other wastes or holds any interest in real property or
otherwise. Borrower shall furnish to Agent and the Lenders, promptly after receipt thereof, a copy
of any notice such Company may receive from any Governmental Authority or private Person, or
otherwise, that any material litigation or proceeding pertaining to any environmental, health or
safety matter has been filed or is threatened against such Company, any real property in which such
Company holds any interest or any past or present operation of such Company. No Company shall
allow the release or disposal of hazardous waste, solid waste or other wastes on, under or to any
real property in which any Company holds any ownership interest or performs any of its operations,
in violation of any Environmental Law. As used in this Section 5.16, “litigation or proceeding”
means any demand, claim, notice, suit, suit in equity action, administrative action, investigation
or inquiry whether brought by any Governmental Authority or private Person, or otherwise. Borrower
shall defend, indemnify and hold Agent and the Lenders harmless against all costs, expenses,
claims, damages, penalties and liabilities of every kind or nature whatsoever (including attorneys’
fees) arising out of or resulting from the noncompliance of any Company with any Environmental Law.
Such indemnification shall survive any termination of this Agreement.

     Section 5.17. Affiliate Transactions. No Company shall, directly or indirectly,
enter into or permit to exist any transaction (including, without limitation, the purchase, sale,
lease or exchange of any property or the rendering of any service) with any Affiliate (other than a

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Company that is a Credit Party or a Foreign Subsidiary) on terms that shall be less favorable to
such Company than those that might be obtained at the time in a transaction with a Person that is
not an Affiliate; provided that the foregoing shall not prohibit the payment of customary and
reasonable directors’ fees to directors who are not employees of a Company or an Affiliate.

     Section 5.18. Use of Proceeds. Borrower’s use of the proceeds of the Loans shall be
for working capital and other general corporate purposes of the Companies, for the refinancing of
existing Indebtedness and for Acquisitions permitted hereunder.

     Section 5.19. Subsidiary Guaranties and Pledge of Stock or Other Ownership Interest.

     (a) Guaranties. Each Domestic Subsidiary (that is not a Dormant Subsidiary) created,
acquired or held subsequent to the Closing Date, shall promptly execute and deliver to Agent, for
the benefit of the Lenders, a Guaranty of Payment of all of the Obligations, such agreement to be
prepared by Agent and in form and substance acceptable to Agent, along with any such other
supporting documentation, corporate governance and authorization documents, and an opinion of
counsel as may be deemed necessary or advisable by Agent.

     (b) Pledge of Stock or Other Ownership Interest. With respect to the creation or
acquisition of a first-tier Foreign Subsidiary of Borrower or a Domestic Subsidiary, Borrower
shall (i) deliver to Agent, for the benefit of the Lenders, a Pledge Agreement executed by the
appropriate Credit Party, (ii) deliver to Agent, pursuant to such Pledge Agreement, sixty-five
percent (65%) of the voting shares of stock or other voting equity interests owned by such Credit
Party and one hundred percent (100%) of all non-voting shares of stock or other non-voting equity
interests owned by such Credit Party, and (iii) deliver to Agent, for the benefit of the Lenders,
the outstanding shares certificates (or other evidence of equity) evidencing such pledged ownership
interest.

     (c) Perfection or Registration of Interest in Foreign Shares. With respect to any
foreign shares pledged to Agent, for the benefit of the Lenders, on or after the Closing Date,
Agent shall at all times, in the discretion of Agent or the Required Lenders, have the right to
perfect, at Borrower’s cost, payable upon request therefor (including, without limitation, any
foreign counsel, or foreign notary, filing, registration or similar, fees, costs or expenses), its
security interest in such shares in the respective foreign jurisdiction. Such perfection may
include the requirement that the applicable Company promptly execute and deliver to Agent a
separate pledge document (prepared by Agent and in form and substance satisfactory to Agent),
covering such equity interests, that conforms to the requirements of the applicable foreign
jurisdiction, together with an opinion of local counsel as to the perfection of the security
interest provided for therein, and all other documentation necessary or desirable to effect the
foregoing and to permit Agent to exercise any of its rights and remedies in respect thereof.

     (d) Pledge of Intercompany Notes. Notwithstanding anything in this Section 5.19 to
the contrary, in the event that the Agent determines, in its sole discretion, that the registration
or perfection of any of the pledges pursuant to subsection (c) above under the laws of a foreign
jurisdiction is impractical or cost prohibitive, then Agent may (i) forego registration or
perfection of such interest in such foreign jurisdiction, and (ii) if desirable, in its sole
discretion and with

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the concurrence of Borrower, take a pledge on, and delivery of, any
Intercompany Note owing from such Foreign Subsidiary and its Subsidiaries. To the extent Borrower
shall, pursuant to this Section 5.19(d), have delivered an Intercompany Note to Agent, for the
benefit of the Lenders, in lieu of any foreign shares, Borrower shall have the right to request the
return of such Intercompany Note from Agent if (A) no Default or Event of Default shall have
occurred, and (B) Borrower shall have pledged the appropriate foreign shares to Agent, in form and
substance satisfactory to Agent.

     Section 5.20. Restrictive Agreements. Except as set forth in this Agreement,
Borrower shall not, and shall not permit any of its Subsidiaries to, directly or indirectly, create
or otherwise cause or suffer to exist or become effective any encumbrance or restriction on the
ability of any Subsidiary to (a) make, directly or indirectly, any Capital Distribution to
Borrower, (b) make, directly or indirectly, loans or advances or capital contributions to Borrower
or (c) transfer, directly or indirectly, any of the properties or assets of such Subsidiary to
Borrower; except for such encumbrances or restrictions existing under or by reason of (i)
applicable law, (ii) customary non-assignment provisions in leases or other agreements entered in
the ordinary course of business and consistent with past practices, or (iii) customary restrictions
in security agreements or mortgages securing Indebtedness, or capital leases, of a Company to the
extent such restrictions shall only restrict the transfer of the property subject to such security
agreement, mortgage or lease.

     Section 5.21. Other Covenants and Provisions. In the event that any Company shall
enter into, or shall have entered into, any Material Indebtedness Agreement, wherein the financial
covenants contained therein shall be more restrictive than the financial covenants set forth
herein, then the Companies shall immediately be bound hereunder (without further action) by such
more restrictive financial covenants with the same force and effect as if such financial covenants
were written herein. In addition to the foregoing, Borrower shall provide prompt written notice to
Agent of the creation or existence of any Material Indebtedness Agreement that has such more
restrictive provisions, and shall, within fifteen (15) days thereafter (if requested by Agent),
execute and deliver to Agent an amendment to this Agreement that incorporates such more restrictive
provisions, with such amendment to be in form and substance satisfactory to Agent.

     Section 5.22. Pari Passu Ranking. The Obligations shall, and Borrower shall take all
necessary action to ensure that the Obligations shall, at all times, rank at least pari passu in
right of payment with all other senior unsecured Indebtedness of Borrower.

     Section 5.23. Guaranty Under Material Indebtedness Agreement. No Company shall be or
become a Guarantor or primary obligor of the Indebtedness incurred pursuant to any Material
Indebtedness Agreement unless such Company shall also be Borrower or a Guarantor of Payment under
this Agreement prior to or concurrently therewith.

     Section 5.24. Amendment of Organizational Documents. No Company shall amend its
Organizational Documents to change its name or state, province or other jurisdiction of
organization, or otherwise amend its Organizational Documents in any manner adverse to the

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Lenders, without the prior written consent of Agent, which consent shall not be unreasonably withheld or
delayed.

     Section 5.25. Further Assurances. Borrower shall, and shall cause each other Credit
Party to, promptly upon request by Agent, or the Required Lenders through Agent, (a) correct any
material defect or error that may be discovered in any Loan Document or in the execution,
acknowledgment, filing or recordation thereof, and (b) do, execute, acknowledge, deliver, record,
re-record, file, re-file, register and re-register any and all such further acts, deeds,
certificates, assurances and other instruments related to the Pledged Securities or the
Intercompany Notes as Agent, or the Required Lenders through Agent, may reasonably require from
time to time in order to carry out more effectively the purposes of the Loan Documents.

ARTICLE VI. REPRESENTATIONS AND WARRANTIES

     Section 6.1. Corporate Existence; Subsidiaries; Foreign Qualification. Each Company
is duly organized, validly existing, and in good standing (or comparable concept in the applicable
jurisdiction) under the laws of its state or jurisdiction of incorporation or organization, and is
duly qualified and authorized to do business and is in good standing (or comparable concept in the
applicable jurisdiction) as a foreign entity in the jurisdictions set forth opposite its name on
Schedule 6.1 hereto, which are all of the states or jurisdictions where the character of
its property or its business activities makes such qualification necessary, except where a failure
to so qualify would not reasonably be expected to have a Material Adverse Effect. Schedule
6.1 hereto sets forth, as of the Closing Date (or, if Schedule 6.1 has been amended, as
of the date of such amendment), each Subsidiary of Borrower (and whether such Subsidiary is a
Dormant Subsidiary), its state (or jurisdiction) of formation, its relationship to Borrower,
including the percentage of each class of stock or other equity interest owned by a Company, each
Person that owns the stock or other equity interest of each Company, the location of its chief
executive office and its principal place of business. Borrower, directly or indirectly, owns all
of the equity interests of each of its Subsidiaries (excluding directors’ qualifying shares and, in
the case of Foreign Subsidiaries, other nominal amounts of shares held by a Person other than a
Company).

     Section 6.2. Corporate Authority. Each Credit Party has the right and power and is
duly authorized and empowered to enter into, execute and deliver the Loan Documents to which it is
a party and to perform and observe the provisions of the Loan Documents. The Loan Documents to
which each Credit Party is a party have been duly authorized and approved by such Credit Party’s
board of directors or other governing body, as applicable, and are the valid and binding
obligations of such Credit Party, enforceable against such Credit Party in accordance with their
respective terms. The execution, delivery and performance of the Loan Documents do not conflict
with, result in a breach in any of the provisions of, constitute a default under, or result in the
creation of a Lien (other than Liens permitted under Section 5.9 hereof) upon any assets or
property of any Company under the provisions of, such Company’s Organizational Documents or any
material agreement to which such Company is a party.

     Section 6.3. Compliance with Laws and Contracts. Each Company:

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     (a) holds permits, certificates, licenses, orders, registrations, franchises, authorizations,
and other approvals from any Governmental Authority necessary for the conduct of its business and
is in compliance, in all material respects, with all applicable laws relating thereto;

     (b) is in compliance, in all material respects, with all federal, state, local, or foreign
applicable statutes, rules, regulations, and orders including, without limitation, those relating
to environmental protection, occupational safety and health, and equal employment practices;

     (c) is not in violation of or in default under any material agreement to which it is a party
or by which its assets are subject or bound;

     (d) has ensured that no Person who owns a controlling interest in a Company or otherwise
controls a Company (other than Borrower) and no executive officer or director of Borrower is (i)
listed on the Specially Designated Nationals and Blocked Person List maintained by the Office of
Foreign Assets Control (“OFAC”), Department of the Treasury, or any other similar lists maintained
by OFAC pursuant to any authorizing statute, executive order or regulation, or (ii) a Person
designated under Section 1(b), (c) or (d) of Executive Order No. 13224 (September 23, 2001), any
related enabling legislation or any other similar executive orders;

     (e) is in compliance with all applicable Bank Secrecy Act (“BSA”) and anti-money laundering
laws and regulations; and

     (f) is in compliance with the Patriot Act.

     Section 6.4. Litigation and Administrative Proceedings. Except as disclosed on
Schedule 6.4 hereto, there are (a) no lawsuits, actions, investigations, examinations or
other proceedings pending or, to the knowledge of Borrower, threatened against any Company, or in
respect of which any Company may have any liability, in any court or before or by any Governmental
Authority, arbitration board, or other tribunal that could reasonably be expected to have a
Material Adverse Effect, (b) no orders, writs, injunctions, judgments, or decrees of any court or
Governmental Authority to which any Company is a party or by which the property or assets of any
Company are bound that could reasonably be expected to have a Material Adverse Effect, and (c) no
grievances, disputes, or controversies outstanding with any union or other organization of the
employees of any Company, or threats of work stoppage, strike, or pending demands for collective
bargaining that could reasonably be expected to have a Material Adverse Effect.

     Section 6.5. Title to Assets. Each Company has good title to and ownership of all
property it purports to own, which property is free and clear of all Liens, except those permitted
under Section 5.9 hereof.

     Section 6.6. Liens and Security Interests. On and after the Closing Date, except for
Liens permitted pursuant to Section 5.9 hereof, (a) there is and will be no U.C.C. Financing
Statement or similar notice of Lien outstanding covering any personal property of any Company;

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(b)
there is and will be no mortgage outstanding covering any real property of any Company; and (c) no
real or personal property of any Company is subject to any Lien of any kind. No Company has
entered into any contract or agreement (other than a contract or agreement entered into in
connection with the purchase or lease of fixed assets that prohibits Liens on such fixed assets)
that exists on or after the Closing Date that would prohibit Agent or the Lenders from acquiring a
Lien on, or a collateral assignment of, any of the property or assets of any Company.

     Section 6.7. Tax Returns. All federal, state, provincial and local tax returns and
other reports required by law to be filed in respect of the income, business, properties and
employees of each Company have been filed (or extended as permitted by applicable law) and all
taxes, assessments, fees and other governmental charges that
are due and payable have been paid, except as otherwise permitted herein. The provision for taxes
on the books of each Company is adequate for all years not closed by applicable statutes and for
the current fiscal year.

     Section 6.8. Environmental Laws. Each Company is in material compliance with all
Environmental Laws, including, without limitation, all Environmental Laws in all jurisdictions in
which any Company owns or operates, or has owned or operated, a facility or site, arranges or has
arranged for disposal or treatment of hazardous substances, solid waste or other wastes, accepts or
has accepted for transport any hazardous substances, solid waste or other wastes or holds or has
held any interest in real property or otherwise. No litigation or proceeding arising under,
relating to or in connection with any Environmental Law or Environmental Permit is pending or, to
the best knowledge of each Company, threatened, against any Company, any real property in which any
Company holds or has held an interest or any past or present operation of any Company. No material
release, threatened release or disposal of hazardous waste, solid waste or other wastes is
occurring, or has occurred (other than those that are currently being remediated in accordance with
Environmental Laws), on, under or to any real property in which any Company holds any interest or
performs any of its operations, in violation of any Environmental Law. As used in this Section
6.8, “litigation or proceeding” means any demand, claim, notice, suit, suit in equity, action,
administrative action, investigation or inquiry whether brought by any Governmental Authority or
private Person, or otherwise.

     Section 6.9. Continued Business. There exists no actual, pending, or, to Borrower’s
knowledge, any threatened termination, cancellation or material limitation of, or any materially
adverse modification or change in the business relationship of any Company and any customer or
supplier, or any group of customers or suppliers, whose purchases or supplies, individually or in
the aggregate, would have a Material Adverse Effect, and there exists no present condition or state
of facts or circumstances that would have a Material Adverse Effect or prevent a Company from
conducting such business or the transactions contemplated by this Agreement in substantially the
same manner in which it was previously conducted.

     Section 6.10. Employee Benefits Plans.

     (a) US Employee Benefit Plans. Schedule 6.10 hereto identifies each ERISA
Plan as of the Closing Date. No ERISA Event has occurred or is expected to occur with respect to
an ERISA Plan. Full payment has been made of all amounts that a Controlled Group member is
required, under applicable law or under the governing documents, to have paid as a contribution

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to
or a benefit under each ERISA Plan. The liability of each Controlled Group member with respect to
each ERISA Plan has been fully funded based upon reasonable and proper actuarial assumptions, has
been fully insured, or has been fully reserved for on its financial statements. No changes have
occurred or are expected to occur that would cause a material increase in the cost of providing
benefits under the ERISA Plan. With respect to each ERISA Plan that is intended to be qualified
under Code Section 401(a), (i) the ERISA Plan and any associated trust operationally comply with
the applicable requirements of Code Section 401(a); (ii) the ERISA
Plan and any associated trust have been amended to comply with all such requirements as currently
in effect, other than those requirements for which a retroactive amendment can be made within the
“remedial amendment period” available under Code Section 401(b) (as extended under Treasury
Regulations and other Treasury pronouncements upon which taxpayers may rely); (iii) the ERISA Plan
and any associated trust have received a favorable determination letter from the Internal Revenue
Service stating that the ERISA Plan qualifies under Code Section 401(a), that the associated trust
qualifies under Code Section 501(a) and, if applicable, that any cash or deferred arrangement under
the ERISA Plan qualifies under Code Section 401(k), unless the ERISA Plan was first adopted at a
time for which the above-described “remedial amendment period” has not yet expired; (iv) the ERISA
Plan currently satisfies the requirements of Code Section 410(b), without regard to any retroactive
amendment that may be made within the above-described “remedial amendment period”; and (v) no
contribution made to the ERISA Plan is subject to an excise tax under Code Section 4972. With
respect to any Pension Plan, the “accumulated benefit obligation” of Controlled Group members with
respect to the Pension Plan (as determined in accordance with Statement of Accounting Standards No.
87, “Employers’ Accounting for Pensions”) does not exceed the fair market value of Pension Plan
assets.

     (b) Foreign Pension Plan and Benefit Plans. As of the Closing Date, Schedule
6.10 hereto lists all Foreign Benefit Plans and Foreign Pension Plans currently maintained or
contributed to by Borrower and any appropriate Foreign Subsidiaries. The Foreign Pension Plans are
duly registered under all applicable laws which require registration. Borrower and any appropriate
Foreign Subsidiaries have complied with and performed all of its obligations under and in respect
of the Foreign Pension Plans and Foreign Benefit Plans under the terms thereof, any funding
agreements and all applicable laws (including any fiduciary, funding, investment and administration
obligations) except to the extent as would not reasonably be expected to have a Material Adverse
Effect. All employer and employee payments, contributions or premiums to be remitted, paid to or
in respect of each Foreign Pension Plan or Foreign Benefit Plan have been paid in a timely fashion
in accordance with the terms thereof, any funding agreement and all applicable laws except to the
extent the failure to do so would not reasonably be expected to have a Material Adverse Effect.
There are no outstanding actions or suits concerning the assets of the Foreign Pension Plans or the
Foreign Benefit Plans. Each of the Foreign Pension Plans is fully funded on an ongoing basis as
required by all laws applicable to such Foreign Pension Plans (using actuarial methods and
assumptions as of the date of the valuations last filed with the applicable Governmental
Authorities and that are consistent with generally accepted actuarial principles).

     Section 6.11. Consents or Approvals. No consent, approval or authorization of, or
filing, registration or qualification with, any Governmental Authority or any other Person is
required to be obtained or completed by any Company in connection with the execution, delivery or

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performance of any of the Loan Documents, that has not already been obtained or completed, except
the filing and recording of financing statements and other documents necessary in order to perfect
the Liens of Agent and the Lenders in the Pledged Securities.

     Section 6.12. Solvency. Borrower has received consideration that is the reasonably
equivalent value of the obligations and liabilities
that Borrower has incurred to Agent and the Lenders. Borrower is not insolvent as defined in any
applicable state, federal or relevant foreign statute, nor will Borrower be rendered insolvent by
the execution and delivery of the Loan Documents to Agent and the Lenders. Borrower is not engaged
or about to engage in any business or transaction for which the assets retained by it are or will
be an unreasonably small amount of capital, taking into consideration the obligations to Agent and
the Lenders incurred hereunder. Borrower does not intend to, nor does it believe that it will,
incur debts beyond its ability to pay such debts as they mature.

     Section 6.13. Financial Statements. The Consolidated financial statements of
Borrower, for the fiscal year ended December 31, 2008, and the unaudited Consolidated financial
statements of Borrower for the fiscal quarter ended September 30, 2009, furnished to Agent and the
Lenders, are materially true and complete, have been prepared in accordance with GAAP, and fairly
present the financial condition of the Companies as of the dates of such financial statements and
the results of their operations for the periods then ending. Since the dates of such statements,
there has been no material adverse change in the financial condition, properties or business of the
Companies taken as a whole or any material change in the Company’s accounting procedures.

     Section 6.14. Regulations. No Company is engaged principally or as one of its
important activities, in the business of extending credit for the purpose of purchasing or carrying
any “margin stock” (within the meaning of Regulation U of the Board of Governors of the Federal
Reserve System of the United States of America). Neither the granting of any Loan (or any
conversion thereof) or Letter of Credit nor the use of the proceeds of any Loan or Letter of Credit
will violate, or be inconsistent with, the provisions of Regulation T, U or X or any other
Regulation of such Board of Governors.

     Section 6.15. Material Agreements. Except as disclosed on Schedule 6.15
hereto, as of the Closing Date (or, if Schedule 6.15 has been amended, as of the date of
such amendment), no Company is a party to any (a) debt instrument (excluding the Loan Documents);
(b) lease (capital, operating or otherwise), whether as lessee or lessor thereunder; (c) contract,
commitment, agreement, or other arrangement involving the purchase or sale of any inventory by it,
or the license of any right to or by it; (d) contract, commitment, agreement, or other arrangement
with any of its “Affiliates” (as such term is defined in the Securities Exchange Act of 1934, as
amended) other than a Company; (e) management or employment contract or contract for personal
services with any of its Affiliates that is not otherwise terminable at will or on less than ninety
(90) days’ notice without liability; (f) collective bargaining agreement; or (g) other contract,
agreement, understanding, or arrangement with a third party; that, as to subsections (a) through
(g) above, if violated, breached, or terminated for any reason, would require the future payment of
an amount in excess of Ten Million Dollars ($10,000,000).

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     Section 6.16. Intellectual Property. Each Company owns, or has the right to use, all
of the material patents, patent applications, industrial designs, designs, trademarks, service
marks, copyrights and licenses, and rights with respect to the foregoing necessary for the conduct
of its business without any known conflict with the rights of others.

     Section 6.17. Insurance. Each Company maintains with financially sound and reputable
insurers insurance with coverage and limits as required by law and as is customary with Persons
engaged in the same businesses as the Companies.

     Section 6.18. Accurate and Complete Statements. Neither the Loan Documents nor any
written statement made by any Company in connection with any of the Loan Documents contains any
untrue statement of a material fact or omits to state a material fact necessary to make the
statements contained therein or in the Loan Documents not misleading. After due inquiry by
Borrower, there is no known fact that any Company has not disclosed to Agent and the Lenders that
has or is likely to have a Material Adverse Effect.

     Section 6.19. Investment Company; Other Restrictions. No Company is (a) an
“investment company” or a company “controlled” by an “investment company” within the meaning of the
Investment Company Act of 1940, as amended, or (b) subject to any foreign, federal, state or local
statute or regulation limiting its ability to incur Indebtedness as contemplated herein.

     Section 6.20. Defaults. No Default or Event of Default exists hereunder, nor will
any begin to exist immediately after the execution and delivery hereof.

ARTICLE VII. EVENTS OF DEFAULT

     Any of the following specified events shall constitute an Event of Default (each an “Event of
Default”):

     Section 7.1. Payments. If (a) the interest on any Loan, any commitment or other fee,
or any other Obligation not listed in subpart (b) hereof, shall not be paid in full when due and
payable or within three Business Days thereafter, or (b) the principal of any Loan or any
obligation under any Letter of Credit shall not be paid in full when due and payable.

     Section 7.2. Special Covenants. If any Company shall fail or omit to perform and
observe Section 4.3(a), 5.7, 5.8, 5.9, 5.11, 5.12, 5.13 or 5.21 hereof.

     Section 7.3. Other Covenants. If any Company shall fail or omit to perform and
observe any agreement or other provision (other than those referred to in Section 7.1 or 7.2
hereof) contained or referred to in this Agreement or any Related Writing that is on such Company’s
part to be complied with, and that Default shall not have been fully corrected within thirty (30)
days after the earlier of (a) any Financial Officer of
such Company becomes aware of the occurrence thereof, or (b) the giving of written notice thereof
to Borrower by Agent or the Required Lenders that the specified Default is to be remedied.

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     Section 7.4. Representations and Warranties. If any representation, warranty or
statement made in or pursuant to this Agreement or any Related Writing or any other material
information furnished by any Company to Agent or the Lenders, or any thereof, shall be false or
erroneous in any material respect.

     Section 7.5. Cross Default. If any Company shall default in the payment of principal
or interest due and owing under any Material Indebtedness Agreement beyond any period of grace
provided with respect thereto or in the performance or observance of any other agreement, term or
condition contained in any Material Indebtedness Agreement under which such obligation is created,
if the effect of such default is to allow the acceleration of the maturity of such Indebtedness or
to permit the holder thereof to cause such Indebtedness to become due prior to its stated maturity.

     Section 7.6. ERISA Default. The occurrence of one or more ERISA Events that (a) the
Required Lenders determine could have a Material Adverse Effect, or (b) results in a Lien on any of
the assets of any Company.

     Section 7.7. Change in Control. If any Change in Control shall occur.

     Section 7.8. Judgments. There is entered against any Company:

     (a) a final judgment or order for the payment of money by a court of competent jurisdiction,
that remains unpaid or unstayed and undischarged for a period (during which execution shall not be
effectively stayed) of thirty (30) days after the date on which the right to appeal has expired,
provided that the aggregate of all such judgments for all such Companies, shall exceed Five Million
Dollars ($5,000,000) (less any amount that will be covered by the proceeds of insurance and is not
subject to dispute by the insurance provider); or

     (b) any one or more non-monetary final judgments that are not covered by insurance, or, if
covered by insurance, for which the insurance company has not agreed to or acknowledged coverage,
and that, in either case, the Required Lenders reasonably determine have, or could be expected to
have, individually or in the aggregate, a Material Adverse Effect and, in either case, (i)
enforcement proceedings are commenced by the prevailing party or any creditor upon such judgment or
order, or (ii) there is a period of three consecutive Business Days during which a stay of
enforcement of such judgment, by reason of a pending appeal or otherwise, is not in effect.

     Section 7.9. Material Adverse Change. There shall have occurred any condition or
event that Agent or the Required Lenders determine has or is reasonably likely to have a Material
Adverse Effect.

     Section 7.10. Security. If any Lien granted in this Agreement or any other Loan
Document in favor of Agent, for the benefit of the Lenders, shall be determined to be (a) void,
voidable or invalid, or is subordinated or not otherwise given the priority contemplated by this
Agreement and Borrower (or the appropriate Credit Party) has failed to promptly
execute

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appropriate
documents to correct such matters, or (b) unperfected as to any material amount of Collateral (as
determined by Agent, in its reasonable discretion) and Borrower (or the appropriate Credit Party)
has failed to promptly execute appropriate documents to correct such matters.

     Section 7.11. Validity of Loan Documents. If (a) any material provision, in the sole
opinion of Agent, of any Loan Document shall at any time cease to be valid, binding and enforceable
against any Credit Party; (b) the validity, binding effect or enforceability of any Loan Document
against any Credit Party shall be contested by any Credit Party; (c) any Credit Party shall deny
that it has any or further liability or obligation under any Loan Document; or (d) any Loan
Document shall be terminated, invalidated or set aside, or be declared ineffective or inoperative
or in any way cease to give or provide to Agent and the Lenders the benefits purported to be
created thereby.

     Section 7.12. Solvency. If any Company (other than Sykes E-Commerce Incorporated or
a Dormant Subsidiary) shall (a) except as permitted pursuant to Section 5.12 hereof, discontinue
business; (b) generally not pay its debts as such debts become due; (c) make a general assignment
for the benefit of creditors; (d) apply for or consent to the appointment of an interim receiver, a
receiver, a receiver and manager, an administrator, sequestrator, monitor, a custodian, a trustee,
an interim trustee, liquidator, agent or other similar official of all or a substantial part of its
assets or of such Company; (e) be adjudicated a debtor or insolvent or have entered against it an
order for relief under the Bankruptcy Code, or under any other bankruptcy insolvency, liquidation,
winding-up, corporate or similar statute or law, foreign, federal, state or provincial, in any
applicable jurisdiction, now or hereafter existing, as any of the foregoing may be amended from
time to time, or other applicable statute for jurisdictions outside of the United States, as the
case may be; (f) file a voluntary petition under the Bankruptcy Code or seek relief under any
bankruptcy or insolvency or analogous law in any jurisdiction outside of the United States, or file
a proposal or notice of intention to file such petition; (g) have an involuntary proceeding under
the Bankruptcy Code filed against it and the same shall not be controverted within twenty (20)
days, or shall continue undismissed for a period of sixty (60) days from commencement of such
proceeding or case; (h) file a petition, an answer, an application or a proposal seeking
reorganization or an arrangement with creditors or seeking to take advantage of any other law
(whether federal, provincial or state, or, if applicable, other jurisdiction) relating to relief of
debtors, or admit (by answer, by default or otherwise) the material allegations of a petition filed
against it in any bankruptcy, reorganization, insolvency or other proceeding (whether federal,
provincial or state, or, if applicable, other jurisdiction) relating to relief of debtors;
(i) suffer or permit to continue unstayed and in effect for sixty (60) consecutive days any
judgment, decree or order entered by a court of competent jurisdiction, that approves a petition or
an application or a proposal seeking its reorganization or appoints an interim receiver, a receiver
and manager, an administrator, custodian, trustee, interim trustee or liquidator of all or a
substantial part of its assets, or of such
Company; (j) have an administrative receiver appointed over the whole or substantially the whole of
its assets, or of such Company; (k) have assets, the value of which is less than its liabilities;
or (l) have a moratorium declared in respect of any of its Indebtedness, or any analogous procedure
or step is taken in any jurisdiction.

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ARTICLE VIII. REMEDIES UPON DEFAULT

     Notwithstanding any contrary provision or inference herein or elsewhere:

     Section 8.1. Optional Defaults. If any Event of Default referred to in Section 7.1,
7.2, 7.3, 7.4, 7.5, 7.6, 7.7, 7.8, 7.9, 7.10 or 7.11 hereof shall occur, Agent may, with the
consent of the Required Lenders, and shall, at the written request of the Required Lenders, give
written notice to Borrower to:

     (a) terminate the Commitment, if not previously terminated, and, immediately upon such
election, the obligations of the Lenders, and each thereof, to make any further Loan and the
obligation of the Fronting Lender to issue any Letter of Credit immediately shall be terminated;
and/or

     (b) accelerate the maturity of all of the Obligations (if the Obligations are not already due
and payable), whereupon all of the Obligations shall become and thereafter be immediately due and
payable in full without any presentment or demand and without any further or other notice of any
kind, all of which are hereby waived by Borrower.

     Section 8.2. Automatic Defaults. If any Event of Default referred to in Section 7.12
hereof shall occur:

     (a) all of the Commitment shall automatically and immediately terminate, if not previously
terminated, and no Lender thereafter shall be under any obligation to grant any further Loan, nor
shall the Fronting Lender be obligated to issue any Letter of Credit; and

     (b) the principal of and interest then outstanding on all of the Loans, and all of the other
Obligations, shall thereupon become and thereafter be immediately due and payable in full (if the
Obligations are not already due and payable), all without any presentment, demand or notice of any
kind, which are hereby waived by Borrower.

     Section 8.3. Letters of Credit. If the maturity of the Obligations shall be
accelerated pursuant to Section 8.1 or 8.2 hereof, Borrower shall immediately deposit with Agent,
as security for the obligations of Borrower and any Guarantor of Payment to reimburse Agent and the
Revolving Lenders for any then outstanding Letters of Credit, cash equal to the sum of the
aggregate undrawn balance of any then outstanding Letters of Credit. Agent and the Revolving
Lenders are hereby authorized, at their option, to deduct any and all such amounts from any deposit
balances then owing by any Revolving Lender (or any affiliate of such Revolving Lender, wherever
located) to or for the
credit or account of any Company, as security for the obligations of Borrower and any Guarantor of
Payment to reimburse Agent and the Revolving Lenders for any then outstanding Letters of Credit.

     Section 8.4. Offsets. If there shall occur or exist any Event of Default referred to
in Section 7.12 hereof or if the maturity of the Obligations is accelerated pursuant to Section 8.1
or 8.2 hereof, each Lender shall have the right at any time to set off against, and to appropriate
and apply toward the payment of, any and all of the Obligations then owing by
Borrower or a

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Guarantor of Payment to such Lender (including, without limitation, any participation purchased or
to be purchased pursuant to Section 2.2(b), 2.2(c) or 8.5 hereof), whether or not the same shall
then have matured, any and all deposit (general or special) balances and all other indebtedness
then held or owing by such Lender (including, without limitation, by branches and agencies or any
affiliate of such Lender, wherever located) to or for the credit or account of Borrower or any
Guarantor of Payment, all without notice to or demand upon Borrower or any other Person, all such
notices and demands being hereby expressly waived by Borrower.

     Section 8.5. Equalization Provisions.

     (a) Equalization Within Commitments Prior to an Equalization Event. Each Revolving
Lender agrees with the other Revolving Lenders that, if it at any time shall obtain any Advantage
over the other Revolving Lenders, or any thereof, in respect of the Applicable Debt (except as to
Swing Loans and Letters of Credit prior to Agent’s giving of notice to participate and amounts
under Article III hereof), such Revolving Lender shall purchase from the other Revolving Lenders,
for cash and at par, such additional participation in the Applicable Debt as shall be necessary to
nullify the Advantage. Each Term Lender agrees with the other Term Lenders that, if it at any time
shall obtain any Advantage over the other Term Lenders, or any thereof, in respect of the
Applicable Debt (except as to amounts under Article III hereof), such Term Lender shall purchase
from the other Term Lenders, for cash and at par, such additional participation in the Applicable
Debt as shall be necessary to nullify the Advantage.

     (b) Equalization Between Commitments After an Equalization Event. After the
occurrence of an Equalization Event, each Lender agrees with the other Lenders that, if such Lender
at any time shall obtain any Advantage over the other Lenders or any thereof determined in respect
of the Obligations (including Swing Loans and Letters of Credit but excluding amounts under Article
III hereof) then outstanding, such Lender shall purchase from the other Lenders, for cash and at
par, such additional participation in the Obligations as shall be necessary to nullify the
Advantage in respect of the Obligations. For purposes of determining whether or not, after the
occurrence of an Equalization Event, an Advantage in respect of the Obligations shall exist, Agent
shall, as of the date that the Equalization Event occurs:

     (i) add the Revolving Credit Exposure and the Term Loan Exposure to determine the
equalization maximum amount (the “Equalization Maximum Amount”); and

     (ii) determine an equalization percentage (the “Equalization Percentage”) for each
Lender by dividing the aggregate amount of its Lender Credit Exposure by the Equalization
Maximum Amount.

After the date of an Equalization Event, Agent shall determine whether an Advantage exists among
the Lenders by using the Equalization Percentage. Such determination shall be conclusive absent
manifest error.

     (c) Recovery of Amount. If any such Advantage resulting in the purchase of an
additional participation as set forth in subsection (a) or (b) hereof shall be recovered in whole
or

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in part from the Lender receiving the Advantage, each such purchase shall be rescinded, and the
purchase price restored (but without interest unless the Lender receiving the Advantage is required
to pay interest on the Advantage to the Person recovering the Advantage from such Lender) ratably
to the extent of the recovery.

     (d) Application and Sharing of Set-Off and Other Amounts. Each Lender further agrees
with the other Lenders that, if it at any time shall receive any payment for or on behalf of
Borrower on any Indebtedness owing by Borrower pursuant to this Agreement (whether by voluntary
payment, by realization upon security, by reason of offset of any deposit or other Indebtedness, by
counterclaim or cross action, by enforcement of any right under any Loan Document, or otherwise),
it shall apply such payment to any and all Obligations owing by Borrower to that Lender (including,
without limitation, any participation purchased or to be purchased pursuant to this Section 8.5 or
any other section of this Agreement); provided that, if such Lender exercises any right of set-off
generally against deposits held for, or on behalf of Borrower, such Lender will apply such deposits
first to payment of the Obligations owing by Borrower to that Lender. Each Credit Party agrees
that any Lender so purchasing a participation from the other Lenders, or any thereof, pursuant to
this Section 8.5 may exercise all of its rights of payment (including the right of set-off) with
respect to such participation as fully as if such Lender were a direct creditor of such Credit
Party in the amount of such participation.

     Section 8.6. Other Remedies. The remedies in this Article VIII are in addition to,
not in limitation of, any other right, power, privilege, or remedy, either in law, in equity, or
otherwise, to which the Lenders may be entitled. Agent shall exercise the rights under this
Article VIII and all other collection efforts on behalf of the Lenders and no Lender shall act
independently with respect thereto, except as otherwise specifically set forth in this Agreement.

     Section 8.7. Application of Proceeds.

     (a) Payments Prior to Exercise of Remedies. Prior to the exercise by Agent, on behalf
of the Lenders, of remedies under this Agreement or the other Loan Documents, all monies received
by Agent shall be applied, unless otherwise required by the terms of the other Loan Documents or by
applicable law, as follows (provided that Agent shall have the right at all times to apply any
payment received from Borrower first to the payment of all obligations (to the
extent not paid by Borrower) incurred by Agent pursuant to Section 10.5 hereof and to the payment
of Related Expenses):

     (i) with respect to payments received in connection with the Revolving Credit
Commitment, to the Revolving Lenders; and

     (ii) with respect to payments received in connection with the Term Loan Commitment, to
the Term Lenders.

     (b) Payments Subsequent to Exercise of Remedies. After the exercise by Agent or the
Required Lenders of remedies under this Agreement or the other Loan Documents, all monies received
by Agent shall be applied, unless otherwise required by the terms of the other Loan Documents or by
applicable law, as follows:

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     (i) first, to the payment of all obligations (to the extent not paid by Borrower)
incurred by Agent pursuant to Section 10.5 hereof and to the payment of Related Expenses;

     (ii) second, to the payment pro rata of (A) interest then accrued and payable on the
outstanding Loans, (B) any fees then accrued and payable to Agent, and (C) any fees then
accrued and payable to the Fronting Lender or the holders of the Letter of Credit Commitment
in respect of the Letter of Credit Exposure;

     (iii) third:

     (A) with respect to monies received from the liquidation of the Collateral, for
payment of (1) principal outstanding on the Loans and the Letter of Credit Exposure,
on a pro rata basis to the Lenders, based upon each such Lender’s Overall Commitment
Percentage, provided that the amounts payable in respect of the Letter of Credit
Exposure shall be held and applied by Agent as security for the reimbursement
obligations in respect thereof, and, if any Letter of Credit shall expire without
being drawn, then the amount with respect to such Letter of Credit shall be
distributed to the Lenders, on a pro rata basis based on such Lender’s Overall
Commitment Percentage, and (2) the Indebtedness under any Hedge Agreement with a
Lender, such amount to be based upon the net termination obligation of Borrower
under such Hedge Agreement; with such payment to be pro rata among subparts (1) and
(2) hereof, based upon the Collateral Percentage of each such subpart (as used
herein, the “Collateral Percentage” for subparts (1) and (2) hereof (each a
“Subpart”) means that percentage determined by dividing the amount of the applicable
Subpart by the aggregate amount of all Subparts combined, as in effect on the last
day of the Commitment Period); and

     (B) with respect to all other monies received by Agent, for payment of
principal outstanding on the Loans and the Letter of Credit Exposure, on a pro rata
basis to the Lenders, based upon each such Lender’s Overall Commitment
Percentage, provided that the amounts payable in respect of the Letter of Credit
Exposure shall be held and applied by Agent as security for the reimbursement
obligations in respect thereof, and, if any Letter of Credit shall expire without
being drawn, then the amount with respect to such Letter of Credit shall be
distributed to the Lenders, on a pro rata basis based on such Lender’s Commitment
Percentage; and

     (iv) finally, any remaining surplus after all of the Secured Obligations have been paid
in full, to Borrower or to whomsoever shall be lawfully entitled thereto.

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ARTICLE IX. THE AGENT

     The Lenders authorize KeyBank and KeyBank hereby agrees to act as agent for the Lenders in
respect of this Agreement upon the terms and conditions set forth elsewhere in this Agreement, and
upon the following terms and conditions:

     Section 9.1. Appointment and Authorization. Each Lender hereby irrevocably appoints
and authorizes Agent to take such action as agent on its behalf and to exercise such powers
hereunder as are delegated to Agent by the terms hereof, together with such powers as are
reasonably incidental thereto. Neither Agent nor any of its affiliates, directors, officers,
attorneys or employees shall (a) be liable for any action taken or omitted to be taken by it or
them hereunder or in connection herewith, except for its or their own gross negligence or willful
misconduct (as determined by a court of competent jurisdiction), or be responsible in any manner to
any of the Lenders for the effectiveness, enforceability, genuineness, validity or due execution of
this Agreement or any other Loan Documents, (b) be under any obligation to any Lender to ascertain
or to inquire as to the performance or observance of any of the terms, covenants or conditions
hereof or thereof on the part of Borrower or any other Company, or the financial condition of
Borrower or any other Company, or (c) be liable to any of the Companies for consequential damages
resulting from any breach of contract, tort or other wrong in connection with the negotiation,
documentation, administration or collection of the Loans or Letters of Credit or any of the Loan
Documents. Notwithstanding any provision to the contrary contained in this Agreement or in any
other Loan Document, Agent shall not have any duty or responsibility except those expressly set
forth herein, nor shall Agent have or be deemed to have any fiduciary relationship with any Lender
or participant, and no implied covenants, functions, responsibilities, duties, obligations or
liabilities shall be read into this Agreement or any other Loan Document or otherwise exist against
Agent. Without limiting the generality of the foregoing sentence, the use of the term “agent”
herein and in other Loan Documents with reference to Agent is not intended to connote any fiduciary
or other implied (or express) obligations arising under agency doctrine of any applicable law.
Instead, such term is used merely as a matter of market custom, and is intended to create or
reflect only an administrative relationship between independent contracting parties.

     Section 9.2. Note Holders. Agent may treat the payee of any Note as the holder
thereof (or, if there is no Note, the holder of the interest
as reflected on the books and records of Agent) until written notice of transfer shall have been
filed with Agent, signed by such payee and in form satisfactory to Agent.

     Section 9.3. Consultation With Counsel. Agent may consult with legal counsel
selected by Agent and shall not be liable for any action taken or suffered in good faith by Agent
in accordance with the opinion of such counsel.

     Section 9.4. Documents. Agent shall not be under any duty to examine into or pass
upon the validity, effectiveness, genuineness or value of any Loan Document or any other Related
Writing furnished pursuant hereto or in connection herewith or the value of any collateral obtained
hereunder, and Agent shall be entitled to assume that the same are valid, effective and genuine and
what they purport to be.

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     Section 9.5. Agent and Affiliates. KeyBank and its affiliates may make loans to,
issue letters of credit for the account of, accept deposits from, acquire equity interests in and
generally engage in any kind of banking, trust, financial advisory, underwriting or other business
with the Companies and Affiliates as though KeyBank were not Agent hereunder and without notice to
or consent of any Lender. Each Lender acknowledges that, pursuant to such activities, KeyBank or
its affiliates may receive information regarding any Company or any Affiliate (including
information that may be subject to confidentiality obligations in favor of such Company or such
Affiliate) and acknowledge that Agent shall be under no obligation to provide such information to
other Lenders. With respect to Loans and Letters of Credit (if any), KeyBank and its affiliates
shall have the same rights and powers under this Agreement as any other Lender and may exercise the
same as though KeyBank were not Agent, and the terms “Lender” and “Lenders” include KeyBank and its
affiliates, to the extent applicable, in their individual capacities.

     Section 9.6. Knowledge or Notice of Default. Agent shall not be deemed to have
knowledge or notice of the occurrence of any Default or Event of Default unless Agent has received
written notice from a Lender or Borrower referring to this Agreement, describing such Default or
Event of Default and stating that such notice is a “notice of default”. In the event that Agent
receives such a notice, Agent shall give notice thereof to the Lenders. Agent shall take such
action with respect to such Default or Event of Default as shall be reasonably directed by the
Required Lenders (or, if so specified by this Agreement, all Lenders); provided that, unless and
until Agent shall have received such directions, Agent may (but shall not be obligated to) take
such action, or refrain from taking such action, with respect to such Default or Event of Default
as it shall deem advisable, in its discretion, for the protection of the interests of the Lenders.

     Section 9.7. Action by Agent. Subject to the other terms and conditions hereof, so
long as Agent shall be entitled, pursuant to Section 9.6 hereof, to assume that no Default or Event
of Default shall have occurred and be continuing, Agent shall be entitled to use its discretion
with respect to exercising or refraining from exercising any rights that may be vested in it by, or
with respect to taking or refraining from taking any action or actions that it may be able to take
under or in respect of, this Agreement.
Agent shall incur no liability under or in respect of this Agreement by acting upon any notice,
certificate, warranty or other paper or instrument believed by it to be genuine or authentic or to
be signed by the proper party or parties, or with respect to anything that it may do or refrain
from doing in the reasonable exercise of its judgment, or that may seem to it to be necessary or
desirable in the premises. Without limiting the foregoing, no Lender shall have any right of
action whatsoever against Agent as a result of Agent’s acting or refraining from acting hereunder
in accordance with the instructions of the Required Lenders.

     Section 9.8. Release of Guarantor of Payment or Pledge of Stock. In the event of a
merger, sale of assets or other transaction permitted pursuant to Section 5.12 hereof and so long
as there is no Default or Event of Default existing, Agent, at the request and expense of Borrower,
is hereby authorized by the Lenders to release, in connection therewith, one or more Guarantors of
Payment or pledge of stock, as appropriate, upon the written request of Borrower.

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     Section 9.9. Delegation of Duties. Agent may execute any of its duties under this
Agreement or any other Loan Document by or through agents, employees or attorneys-in-fact and shall
be entitled to advice of counsel and other consultants or experts concerning all matters pertaining
to such duties. Agent shall not be responsible for the negligence or misconduct of any agent or
attorney-in-fact that it selects in the absence of gross negligence or willful misconduct, as
determined by a court of competent jurisdiction.

     Section 9.10. Indemnification of Agent. The Lenders agree to indemnify Agent (to the
extent not reimbursed by Borrower) ratably, according to their respective Overall Commitment
Percentages, from and against any and all liabilities, obligations, losses, damages, penalties,
actions, judgments, suits, costs, expenses (including attorneys’ fees and expenses) or
disbursements of any kind or nature whatsoever that may be imposed on, incurred by or asserted
against Agent in its capacity as agent in any way relating to or arising out of this Agreement or
any Loan Document or any action taken or omitted by Agent with respect to this Agreement or any
Loan Document, provided that no Lender shall be liable for any portion of such liabilities,
obligations, losses, damages, penalties, actions, judgments, suits, costs, expenses (including
attorneys’ fees and expenses) or disbursements resulting from Agent’s gross negligence or willful
misconduct as determined by a court of competent jurisdiction, or from any action taken or omitted
by Agent in any capacity other than as agent under this Agreement or any other Loan Document. No
action taken in accordance with the directions of the Required Lenders shall be deemed to
constitute gross negligence or willful misconduct for purposes of this Section 9.10. The
undertaking in this Section 9.10 shall survive repayment of the Loans, cancellation of the Notes,
if any, expiration or termination of the Letters of Credit, termination of the Commitment, any
foreclosure under, or modification, release or discharge of, any or all of the Loan Documents,
termination of this Agreement and the resignation or replacement of the agent.

     Section 9.11. Successor Agent. Agent may resign as agent hereunder by giving not
fewer than thirty (30) days prior written notice to Borrower and the Lenders. If Agent shall
resign under this Agreement, then either (a)
the Required Lenders shall appoint from among the Lenders a successor agent for the Lenders (with
the consent of Borrower so long as an Event of Default does not exist and which consent shall not
be unreasonably withheld), or (b) if a successor agent shall not be so appointed and approved
within the thirty (30) day period following Agent’s notice to the Lenders of its resignation, then
Agent shall appoint a successor agent that shall serve as agent until such time as the Required
Lenders appoint a successor agent. Upon its appointment, such successor agent shall succeed to the
rights, powers and duties as agent, and the term “Agent” means such successor effective upon its
appointment, and the former agent’s rights, powers and duties as agent shall be terminated without
any other or further act or deed on the part of such former agent or any of the parties to this
Agreement.

     Section 9.12. Fronting Lender. The Fronting Lender shall act on behalf of the
Lenders with respect to any Letters of Credit issued by the Fronting Lender and the documents
associated therewith. The Fronting Lender shall have all of the benefits and immunities (a)
provided to Agent in Article IX hereof with respect to any acts taken or omissions suffered by the
Fronting Lender in connection with the Letters of Credit and the applications and agreements for
letters of credit pertaining to such Letters of Credit as fully as if the term “Agent”, as used in
Article IX

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hereof, included the Fronting Lender with respect to such acts or omissions, and (b) as
additionally provided in this Agreement with respect to the Fronting Lender.

     Section 9.13. Swing Line Lender. The Swing Line Lender shall act on behalf of the
Lenders with respect to any Swing Loans. The Swing Line Lender shall have all of the benefits and
immunities (a) provided to Agent in this Article IX with respect to any acts taken or omissions
suffered by the Swing Line Lender in connection with the Swing Loans as fully as if the term
“Agent”, as used in this Article IX, included the Swing Line Lender with respect to such acts or
omissions, and (b) as additionally provided in this Agreement with respect to the Swing Line
Lender.

     Section 9.14. Agent May File Proofs of Claim. In case of the pendency of any
receivership, insolvency, liquidation, bankruptcy, reorganization, arrangement, adjustment,
composition or other judicial proceeding relative to any Credit Party, (a) Agent (irrespective of
whether the principal of any Loan shall then be due and payable as herein expressed or by
declaration or otherwise and irrespective of whether Agent shall have made any demand on Borrower)
shall be entitled and empowered, by intervention in such proceeding or otherwise, to (i) file and
prove a claim for the whole amount of the principal and interest owing and unpaid in respect of the
Loans, and all other Obligations that are owing and unpaid and to file such other documents as may
be necessary or advisable in order to have the claims of the Lenders and Agent (including any claim
for the reasonable compensation, expenses, disbursements and advances of the Lenders and Agent and
their respective agents and counsel and all other amounts due the Lenders and Agent) allowed in
such judicial proceedings, and (ii) collect and receive any monies or other property payable or
deliverable on any such claims and to distribute the same; and (b) any custodian, receiver,
assignee, trustee, liquidator, sequestrator or other similar official in any such judicial
proceeding is hereby authorized by each Lender to make such payments to Agent and, in the event
that Agent shall consent to the making of such payments directly to the Lenders, to pay to
Agent any amount due for the reasonable compensation, expenses, disbursements and advances of Agent
and its agents and counsel, and any other amounts due Agent. Nothing contained herein shall be
deemed to authorize Agent to authorize or consent to or accept or adopt on behalf of any Lender any
plan of reorganization, arrangement, adjustment or composition affecting the Obligations or the
rights of any Lender or to authorize Agent to vote in respect of the claim of any Lender in any
such proceeding.

     Section 9.15. No Reliance on Agent’s Customer Identification Program. Each Lender
acknowledges and agrees that neither such Lender, nor any of its affiliates, participants or
assignees, may rely on Agent to carry out such Lender’s or its affiliate’s, participant’s or
assignee’s customer identification program, or other obligations required or imposed under or
pursuant to the Patriot Act or the regulations thereunder, including the regulations contained in
31 CFR 103.121 (as hereafter amended or replaced, the “CIP Regulations”), or any other
anti-terrorism law, including any programs involving any of the following items relating to or in
connection with Borrower, its Affiliates or agents, the Loan Documents or the transactions
hereunder: (a) any identity verification procedures, (b) any record keeping, (c) any comparisons
with government lists, (d) any customer notices or (e) any other procedures required under the CIP
Regulations or such other laws.

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     Section 9.16. Other Agents. Agent shall have the continuing right from time to time
to designate one or more Lenders (or its or their affiliates as “syndication agent”,
“co-syndication agent”, “documentation agent”, “co-documentation agent”, “managing agent”,
“co-managing agent”, “book runner”, “lead arranger”, “arrangers” or other designations for purposes
hereof, but (a) any such designation shall have no substantive effect, and (b) any such Lender and
its affiliates shall have no additional powers, duties, responsibilities or liabilities as a result
thereof.

ARTICLE X. MISCELLANEOUS

     Section 10.1. Lenders’ Independent Investigation. Each Lender, by its signature to
this Agreement, acknowledges and agrees that Agent has made no representation or warranty, express
or implied, with respect to the creditworthiness, financial condition, or any other condition of
any Company or with respect to the statements contained in any information memorandum furnished in
connection herewith or in any other oral or written communication between Agent and such Lender.
Each Lender represents that it has made and shall continue to make its own independent
investigation of the creditworthiness, financial condition and affairs of the Companies in
connection with the extension of credit hereunder, and agrees that Agent has no duty or
responsibility, either initially or on a continuing basis, to provide any Lender with any credit or
other information with respect thereto (other than such notices as may be expressly required to be
given by Agent to the Lenders hereunder), whether coming into its possession before the first
Credit Event hereunder or at any time or times thereafter. Each Lender further represents that it
has reviewed each of the Loan Documents.

     Section 10.2. No Waiver; Cumulative Remedies. No omission or course of dealing on
the part of Agent, any Lender or the holder of any Note (or, if there is no Note, the holder of the
interest as reflected on the books and records of Agent) in exercising any right, power or remedy
hereunder or under any of the Loan Documents shall operate as a waiver thereof; nor shall any
single or partial exercise of any such right, power or remedy preclude any other or further
exercise thereof or the exercise of any other right, power or remedy hereunder or under any of the
Loan Documents. The remedies herein provided are cumulative and in addition to any other rights,
powers or privileges held under any of the Loan Documents or by operation of law, by contract or
otherwise.

     Section 10.3. Amendments, Waivers and Consents.

     (a) General Rule. No amendment, modification, termination, or waiver of any provision
of any Loan Document nor consent to any variance therefrom, shall be effective unless the same
shall be in writing and signed by the Required Lenders and then such waiver or consent shall be
effective only in the specific instance and for the specific purpose for which given.

     (b) Exceptions to the General Rule. Notwithstanding the provisions of subsection (a)
of this Section 10.3:

     (i) Requirements. Subject to subparts (ii) and (iii) below, no amendment,
modification, waiver or consent shall (A) extend or increase the Commitment of any

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Lender
without the written consent of such Lender, (B) extend the date scheduled for payment of any
principal (excluding mandatory prepayments) of or interest on the Loans or any commitment
fees payable hereunder without the written consent of each Lender directly affected thereby,
(C) reduce the principal amount of any Loan, the stated rate of interest thereon (provided
that the institution of the Default Rate or post default interest and a subsequent removal
of the Default Rate or post default interest shall not constitute a decrease in interest
rate pursuant to this Section 10.3), the stated rate of any commitment fees payable
hereunder, the amount of principal to be reimbursed when a Letter of Credit is drawn, or the
stated rate of any Letter of Credit fees payable for the pro rata benefit of the Revolving
Lenders, without the consent of each Lender directly affected thereby (except for periodic
adjustments of interest rates and commitment fees resulting from a change in the Applicable
Margin as provided for in this Agreement), (D) change any percentage voting requirement,
voting rights, or the Required Lenders definition in this Agreement without the unanimous
consent of the Lenders, (E) release Borrower or any Guarantor of Payment except in
connection with a merger or sale of assets permitted pursuant to Section 5.12 hereof without
the unanimous consent of the Lenders, (F) release all or substantially all of the
Collateral, securing the Secured Obligations, except as specifically permitted hereunder,
without the unanimous consent of the Lenders or (G) amend this Section 10.3 or Section 8.5
or 8.7 hereof without the unanimous consent of the Lenders.

     (ii) Specific Commitments. Agent and the applicable Lenders of any Specific
Commitment shall have the right to increase such Specific Commitment, decrease the
interest rate on or fees payable with respect to such Specific Commitment, and extend the
maturity of or decrease the amount of payments on such Specific Commitment, without the
consent of any other Lenders.

     (iii) Provisions Relating to Special Rights and Duties. No provision of this
Agreement affecting Agent in its capacity as such shall be amended, modified or waived
without the consent of Agent. No provision of this Agreement relating to the rights or
duties of the Fronting Lender in its capacity as such shall be amended, modified or waived
without the consent of the Fronting Lender. No provision of this Agreement relating to the
rights or duties of the Swing Line Lender in its capacity as such shall be amended, modified
or waived without the consent of the Swing Line Lender.

     (c) Replacement of Non-Consenting Lender. If, in connection with any proposed
amendment, waiver or consent hereunder, (i) the consent of all Lenders is required, but only the
consent of Required Lenders is obtained, or (ii) the consent of Required Lenders is required, but
the consent of the Required Lenders is not obtained (any Lender withholding consent as described in
subsections (a), (b) and (c) hereof being referred to as a “Non-Consenting Lender”), then, so long
as Agent is not the Non-Consenting Lender, Agent may, at the sole expense of Borrower, upon notice
to such Non-Consenting Lender and Borrower, require such Non-Consenting Lender to assign and
delegate, without recourse (in accordance with the restrictions contained in Section 10.10 hereof)
all of its interests, rights and obligations under this Agreement to an Eligible Transferee that
shall assume such obligations (which assignee may be another Lender, if a Lender accepts such
assignment); provided that such Non-Consenting Lender shall

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have received payment of an amount
equal to the outstanding principal of its Loans, accrued interest thereon, accrued fees and all
other amounts payable to it hereunder, from such Eligible Transferee (to the extent of such
outstanding principal and accrued interest and fees) or Borrower (in the case of all other amounts,
including any breakage compensation under Article III hereof).

     (d) Generally. Notice of amendments, waivers or consents ratified by the Lenders
hereunder shall be forwarded by Agent to all of the Lenders. Each Lender or other holder of a
Note, or if there is no Note, the holder of the interest as reflected on the books and records of
Agent (or interest in any Loan or Letter of Credit) shall be bound by any amendment, waiver or
consent obtained as authorized by this Section 10.3, regardless of its failure to agree thereto.

     Section 10.4. Notices. All notices, requests, demands and other communications
provided for hereunder shall be in writing and, if to Borrower, mailed or delivered to it,
addressed to it at the address specified on the signature pages of this Agreement, if to a Lender,
mailed or delivered to it, addressed to the address of such Lender specified on the signature pages
of this Agreement, or, as to each party, at such other address as shall be designated by such party
in a written notice to each of the other parties. All notices, statements, requests, demands and
other communications provided for hereunder shall be given by overnight delivery or first class
mail with postage prepaid by registered or certified mail, addressed as aforesaid, or sent by
facsimile with telephonic confirmation of receipt (if received during a Business Day, otherwise the
following Business Day). All notices hereunder shall not be effective until received. For
purposes of Article II hereof, Agent shall be entitled to rely on telephonic instructions from any
person that Agent in good faith believes is an
Authorized Officer and Borrower shall hold Agent and each Lender harmless from any loss, cost or
expense resulting from any such reliance.

     Section 10.5. Costs, Expenses and Taxes. Borrower agrees to pay on demand all
reasonable costs and expenses of Agent and all Related Expenses, including but not limited to (a)
syndication, administration, travel and out-of-pocket expenses, including but not limited to
attorneys’ fees and expenses, of Agent in connection with the preparation, negotiation and closing
of the Loan Documents and the administration of the Loan Documents, and the collection and
disbursement of all funds hereunder and the other instruments and documents to be delivered
hereunder, (b) extraordinary expenses of Agent in connection with the administration of the Loan
Documents and the other instruments and documents to be delivered hereunder, and (c) the reasonable
fees and out-of-pocket expenses of special counsel for Agent, with respect to the foregoing, and of
local counsel, if any, who may be retained by said special counsel with respect thereto. Borrower
also agrees to pay on demand all costs and expenses (including Related Expenses) of Agent and the
Lenders, including reasonable attorneys’ fees and expenses, in connection with the restructuring or
enforcement of the Obligations, this Agreement or any Related Writing. In addition, Borrower shall
pay any and all stamp, transfer, documentary and other taxes, assessments, charges and fees payable
or determined to be payable in connection with the execution and delivery of the Loan Documents,
and the other instruments and documents to be delivered hereunder, and agrees to hold Agent and
each Lender harmless from and against any and all liabilities with respect to or resulting from any
delay in paying or failure to pay such taxes or fees. All obligations provided for in this Section
10.5 shall survive any termination of this Agreement.

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     Section 10.6. Indemnification. Borrower agrees to defend, indemnify and hold
harmless Agent and the Lenders (and their respective affiliates, officers, directors, attorneys,
agents and employees) from and against any and all liabilities, obligations, losses, damages,
penalties, actions, judgments, suits, costs, expenses (including attorneys’ fees) or disbursements
of any kind or nature whatsoever that may be imposed on, incurred by or asserted against Agent or
any Lender in connection with any investigative, administrative or judicial proceeding (whether or
not such Lender or Agent shall be designated a party thereto) or any other claim by any Person
relating to or arising out of any Loan Document or any actual or proposed use of proceeds of the
Loans or any of the Obligations, or any activities of any Company or its Affiliates; provided that
no Lender nor Agent shall have the right to be indemnified under this Section 10.6 for its own
gross negligence or willful misconduct as determined by a court of competent jurisdiction. All
obligations provided for in this Section 10.6 shall survive any termination of this Agreement.

     Section 10.7. Obligations Several; No Fiduciary Obligations. The obligations of the
Lenders hereunder are several and not joint. Nothing contained in this Agreement and no action
taken by Agent or the Lenders pursuant hereto shall be deemed to constitute Agent or the Lenders a
partnership, association, joint venture or other entity. No default by any Lender hereunder shall
excuse the other Lenders from any obligation under this Agreement; but no Lender shall have or
acquire any additional obligation of any kind by reason of such default. The relationship
between Borrower and the Lenders with respect to the Loan Documents and the Related Writings is and
shall be solely that of debtor and creditors, respectively, and neither Agent nor any Lender shall
have any fiduciary obligation toward any Credit Party with respect to any such documents or the
transactions contemplated thereby.

     Section 10.8. Execution in Counterparts. This Agreement may be executed in any
number of counterparts and by different parties hereto in separate counterparts and by facsimile
signature, each of which counterparts when so executed and delivered shall be deemed to be an
original and all of which taken together shall constitute but one and the same agreement.

     Section 10.9. Binding Effect; Borrower’s Assignment. This Agreement shall become
effective when it shall have been executed by Borrower, Agent and each Lender and thereafter shall
be binding upon and inure to the benefit of Borrower, Agent and each of the Lenders and their
respective successors and assigns, except that Borrower shall not have the right to assign its
rights hereunder or any interest herein without the prior written consent of Agent and all of the
Lenders.

     Section 10.10. Lender Assignments.

     (a) Assignments of Commitments. Each Lender shall have the right at any time or times
to assign to an Eligible Transferee (other than to a Lender that shall not be in compliance with
this Agreement), without recourse, all or a percentage of all of the following: (i) such Lender’s
Commitment, (ii) all Loans made by that Lender, (iii) such Lender’s Notes, and (iv) such Lender’s
interest in any Letter of Credit or Swing Loan, and any participation purchased pursuant to Section
2.2(b) or (c) or Section 8.5 hereof.

79

 

     (b) Prior Consent. No assignment may be consummated pursuant to this Section 10.10
without the prior written consent of Borrower and Agent (other than an assignment by any Lender to
any affiliate of such Lender which affiliate is an Eligible
Transferee and either
wholly-owned by a
Lender or is wholly-owned by a Person that wholly owns, either directly or indirectly, such Lender,
or to another Lender), which consent of Borrower and Agent shall not be unreasonably withheld;
provided that the consent of Borrower shall not be required if, at the time of the proposed
assignment, any Default or Event of Default shall then exist. Anything herein to the contrary
notwithstanding, any Lender may at any time make a collateral assignment of all or any portion of
its rights under the Loan Documents to a Federal Reserve Bank, and no such assignment shall release
such assigning Lender from its obligations hereunder.

     (c) Minimum Amount. Each such assignment shall be in a minimum amount of the lesser
of Five Million Dollars ($5,000,000) of the assignor’s Commitment and interest herein or the entire
amount of the assignor’s Commitment and interest herein.

     (d) Assignment Fee. Unless the assignment shall be to an affiliate of the assignor or
the assignment shall be due to merger of the assignor or for regulatory purposes, either the
assignor or the assignee shall remit to Agent, for its own account, an administrative fee of Three
Thousand Five Hundred Dollars ($3,500).

     (e) Assignment Agreement. Unless the assignment shall be due to merger of the
assignor or a collateral assignment for regulatory purposes, the assignor shall (i) cause the
assignee to execute and deliver to Borrower and Agent an Assignment Agreement, and (ii) execute and
deliver, or cause the assignee to execute and deliver, as the case may be, to Agent such additional
amendments, assurances and other writings as Agent may reasonably require.

     (f) Non-U.S. Assignee. If the assignment is to be made to an assignee that is
organized under the laws of any jurisdiction other than the United States or any state thereof, the
assignor Lender shall cause such assignee, at least five Business Days prior to the effective date
of such assignment, (i) to represent to the assignor Lender (for the benefit of the assignor
Lender, Agent and Borrower) that under applicable law and treaties no taxes will be required to be
withheld by Agent, Borrower or the assignor with respect to any payments to be made to such
assignee in respect of the Loans hereunder, (ii) to furnish to the assignor Lender (and, in the
case of any assignee registered in the Register (as defined below), Agent and Borrower) either U.S.
Internal Revenue Service Form W-8ECI or U.S. Internal Revenue Service Form W-8BEN, as applicable
(wherein such assignee claims entitlement to complete exemption from U.S. federal withholding tax
on all payments hereunder), and (iii) to agree (for the benefit of the assignor, Agent and
Borrower) to provide to the assignor Lender (and, in the case of any assignee registered in the
Register, to Agent and Borrower) a new Form W-8ECI or Form W-8BEN, as applicable, upon the
expiration or obsolescence of any previously delivered form and comparable statements in accordance
with applicable U.S. laws and regulations and amendments duly executed and completed by such
assignee, and to comply from time to time with all applicable U.S. laws and regulations with regard
to such withholding tax exemption.

     (g) Deliveries by Borrower. Upon satisfaction of all applicable requirements
specified in subsections (a) through (f) above, Borrower shall execute and deliver (i) to Agent,

80

 

the assignor and the assignee, any consent or release (of all or a portion of the obligations of
the assignor) required to be delivered by Borrower in connection with the Assignment Agreement, and
(ii) to the assignee, if requested, and the assignor, if applicable, an appropriate Note or Notes.
After delivery of the new Note or Notes, the assignor’s Note or Notes, if any, being replaced shall
be returned to Borrower marked “replaced”.

     (h) Effect of Assignment. Upon satisfaction of all applicable requirements set forth
in subsections (a) through (g) above, and any other condition contained in this Section 10.10, (i)
the assignee shall become and thereafter be deemed to be a “Lender” for the purposes of this
Agreement, (ii) the assignor shall be released from its obligations hereunder to the extent that
its interest has been assigned, (iii) in the event that the assignor’s entire interest has been
assigned, the assignor shall cease to be and thereafter shall no longer be deemed to be a “Lender”
and (iv) the signature pages hereto and the Register shall be automatically amended, without
further action, to reflect the result of any such assignment.

     (i) Agent to Maintain Register. Agent shall maintain at the address for notices
referred to in Section 10.4 hereof a copy of each Assignment Agreement delivered to it and a
register (the “Register”) for the recordation of the names and addresses of the Lenders and the
Commitment of, and principal amount of the Loans owing to, each Lender from time to time. The
entries in the Register shall be conclusive, in the absence of manifest error, and Borrower, Agent
and the Lenders may treat each Person whose name is recorded in the Register as the owner of the
Loan recorded therein for all purposes of this Agreement. The Register shall be available for
inspection by Borrower or any Lender at any reasonable time and from time to time upon reasonable
prior notice.

     Section 10.11. Sale of Participations. Any Lender may, in the ordinary course of its
commercial banking business and in accordance with applicable law, at any time sell participations
to one or more Eligible Transferees (each a “Participant”) in all or a portion of its rights or
obligations under this Agreement and the other Loan Documents (including, without limitation, all
or a portion of the Commitment and the Loans and participations owing to it and the Note, if any,
held by it); provided that:

     (a) any such Lender’s obligations under this Agreement and the other Loan Documents shall
remain unchanged;

     (b) such Lender shall remain solely responsible to the other parties hereto for the
performance of such obligations;

     (c) the parties hereto shall continue to deal solely and directly with such Lender in
connection with such Lender’s rights and obligations under this Agreement and each of the other
Loan Documents;

     (d) such Participant shall be bound by the provisions of Section 8.5 hereof, and the Lender
selling such participation shall obtain from such Participant a written confirmation of its
agreement to be so bound; and

81

 

     (e) no Participant (unless such Participant is itself a Lender) shall be entitled to require
such Lender to take or refrain from taking action under this Agreement or under any other Loan
Document, except that such Lender may agree with such Participant that such Lender will not,
without such Participant’s consent, take action of the type described as follows:

     (i) increase the portion of the participation amount of any Participant over the amount
thereof then in effect, or extend the Commitment Period, without the written consent of each
Participant affected thereby; or

     (ii) reduce the principal amount of or extend the time for any payment of principal of
any Loan, or reduce the rate of interest or extend the time for payment of interest on any
Loan, or reduce the commitment fee, without the written consent of each Participant affected
thereby.

Borrower agrees that any Lender that sells participations pursuant to this Section 10.11 shall
still be entitled to the benefits of Article III hereof, notwithstanding any such transfer;
provided that
the obligations of Borrower shall not increase as a result of such transfer and Borrower shall have
no obligation to any Participant.

     Section 10.12. Replacement of Affected Lenders. Each Lender agrees that, during the
time in which any Lender is an Affected Lender, Agent shall have the right (and Agent shall, if
requested by Borrower), at the sole expense of Borrower, upon notice to such Affected Lender and
Borrower, to require that such Affected Lender assign and delegate, without recourse (in accordance
with the restrictions contained in Section 10.10 hereof), all of its interests, rights and
obligations under this Agreement to an Eligible Transferee, approved by Borrower (unless an Event
of Default shall exist) and Agent, that shall assume such obligations (which assignee may be
another Lender, if a Lender accepts such assignment); provided that such Affected Lender shall have
received payment of an amount equal to the outstanding principal of its Loans, accrued interest
thereon, accrued fees and all other amounts payable to it hereunder (recognizing that any Affected
Lender may have given up its rights under this Agreement to receive payment of fees and other
amounts pursuant to Section 2.7(f) or (g) hereof), from such Eligible Transferee (to the extent of
such outstanding principal and accrued interest and fees) or Borrower (in the case of all other
amounts, including any breakage compensation under Article III hereof).

     Section 10.13. Patriot Act Notice. Each Lender and Agent (for itself and not on
behalf of any other party) hereby notifies the Credit Parties that, pursuant to the requirements of
the Patriot Act, such Lender and Agent are required to obtain, verify and record information that
identifies the Credit Parties, which information includes the name and address of each of the
Credit Parties and other information that will allow such Lender or Agent, as applicable, to
identify the Credit Parties in accordance with the Patriot Act. Borrower shall provide, to the
extent commercially reasonable, such information and take such actions as are reasonably requested
by Agent or a Lender in order to assist Agent or such Lender in maintaining compliance with the
Patriot Act.

     Section 10.14. Severability of Provisions; Captions; Attachments. Any provision of
this Agreement that shall be prohibited or unenforceable in any jurisdiction shall, as to such

82

 

jurisdiction, be ineffective to the extent of such prohibition or unenforceability without
invalidating the remaining provisions hereof or affecting the validity or enforceability of such
provision in any other jurisdiction. The several captions to sections and subsections herein are
inserted for convenience only and shall be ignored in interpreting the provisions of this
Agreement. Each schedule or exhibit attached to this Agreement shall be incorporated herein and
shall be deemed to be a part hereof.

     Section 10.15. Investment Purpose. Each of the Lenders represents and warrants to
Borrower that it is entering into this Agreement with the present intention of acquiring any Note
issued pursuant hereto (or, if there is no Note, the interest as reflected on the books and records
of Agent) for investment purposes only and not for the purpose of distribution or resale, it being
understood, however, that each Lender shall at all times retain full control over the disposition
of its assets.

     Section 10.16. Entire Agreement. This Agreement, any Note and any other Loan
Document or other agreement, document or instrument attached hereto or executed on or as of the
Closing Date integrate all of the terms and conditions mentioned herein or incidental hereto and
supersede all oral representations and negotiations and prior writings with respect to the subject
matter hereof.

     Section 10.17. Limitations on Liability of the Fronting Lender. Borrower assumes all
risks of the acts or omissions of any beneficiary or transferee of any Letter of Credit with
respect to its use of such Letters of Credit. Neither the Fronting Lender nor any of its officers
or directors shall be liable or responsible for (a) the use that may be made of any Letter of
Credit or any acts or omissions of any beneficiary or transferee in connection therewith; and (b)
the validity, sufficiency or genuineness of documents, or of any endorsement thereon, even if such
documents should prove to be in any or all respects invalid, insufficient, fraudulent or forged.
In furtherance and not in limitation of the foregoing, the Fronting Lender may accept documents
that appear on their face to be in order, without responsibility for further investigation.

     Section 10.18. General Limitation of Liability. No claim may be made by any Credit
Party, any Lender, Agent, the Fronting Lender or any other Person against Agent, the Fronting
Lender, or any other Lender or the affiliates, directors, officers, employees, attorneys or agents
of any of them for any damages other than actual compensatory damages in respect of any claim for
breach of contract or any other theory of liability arising out of or related to the transactions
contemplated by this Agreement or any of the other Loan Documents, or any act, omission or event
occurring in connection therewith; and Borrower, each Lender, Agent and the Fronting Lender hereby,
to the fullest extent permitted under applicable law, waive, release and agree not to sue or
counterclaim upon any such claim for any special, consequential or punitive damages, whether or not
accrued and whether or not known or suspected to exist in their favor.

     Section 10.19. No Duty. All attorneys, accountants, appraisers, consultants and
other professional persons (including the firms or other entities on behalf of which any such
Person may act) retained by Agent or any Lender with respect to the transactions contemplated by
the Loan Documents shall have the right to act exclusively in the interest of Agent or such Lender,
as the case may be, and shall have no duty of disclosure, duty of loyalty, duty of care, or other

83

 

duty or obligation of any type or nature whatsoever to Borrower, any other Companies, or to any
other Person, with respect to any matters within the scope of such representation or related to
their activities in connection with such representation. Borrower agrees, on behalf of itself and
its Subsidiaries, not to assert any claim or counterclaim against any such persons with regard to
such matters, all such claims and counterclaims, now existing or hereafter arising, whether known
or unknown, foreseen or unforeseeable, being hereby waived, released and forever discharged.

     Section 10.20. Legal Representation of Parties. The Loan Documents were negotiated
by the parties with the benefit of legal representation and any rule of construction or
interpretation otherwise
requiring this Agreement or any other Loan Document to be construed or interpreted against any
party shall not apply to any construction or interpretation hereof or thereof.

     Section 10.21. Currency.

     (a) Currency Equivalent Generally. For the purposes of making valuations or
computations under this Agreement (but not for the purposes of the preparation of any financial
statements delivered pursuant hereto), unless expressly provided otherwise, where a reference is
made to a dollar amount the amount is to be considered as the amount in Dollars and, therefor, each
other currency shall be converted into the Dollar Equivalent.

     (b) Judgment Currency. If Agent, on behalf of the Lenders, or any other holder of the
Obligations (the “Applicable Creditor”) obtains a judgment or judgments against any Credit Party in
respect of any sum adjudged to be due to Agent or the Lenders hereunder or under the Notes (the
“Judgment Amount”) in a currency (the “Judgment Currency”) other than the currency (the “Original
Currency”) in which such sum is stated to be due hereunder, the obligations of such Credit Party in
connection with such judgment shall be discharged only to the extent that, on the Business Day
following receipt by the Applicable Creditor of any sum adjudged to be so due in the Judgment
Currency, such Applicable Creditor may, in accordance with the normal banking procedures in the
relevant jurisdiction, purchase the Original Currency with the Judgment Currency; if the amount of
Original Currency so purchased is less than the amount of Original Currency that could have been
purchased with the Judgment Amount on the date or dates the Judgment Amount (excluding the portion
of the Judgment Amount that has accrued as a result of the failure of such Credit Party to pay the
sum originally due hereunder when it was originally due and owing to Agent or the Lenders
hereunder) was originally due and owing to Agent or the Lenders hereunder (the “Original Due Date”)
(the “Loss”), such Credit Party agrees as a separate obligation and notwithstanding any such
judgment, to indemnify Agent or such Lender, as the case may be, against such Loss, and if the
amount of Original Currency so purchased exceeds the amount of Original Currency that could have
been purchased with the Judgment Amount on the Original Due Date, Agent or such Lender agrees to
remit such excess to such Credit Party. For purposes of determining the equivalent in one currency
of another currency as provided in this Section 10.21, such amount shall include any premium and
costs payable in connection with the conversion into or from any currency. The obligations of
Borrower contained in this Section 10.21 shall survive the termination of this Agreement and the
payment of all other amounts owing hereunder.

84

 

     Section 10.22. Governing Law; Submission to Jurisdiction.

     (a) Governing Law. This Agreement, each of the Notes and any Related Writing (except
as otherwise set forth in any Loan Document executed by a Foreign Subsidiary) shall be governed by
and construed in accordance with the laws of the State of Ohio and the respective rights and
obligations of Borrower, Agent, and the Lenders shall be governed by Ohio law, without regard to
principles of conflicts of laws.

     (b) Submission to Jurisdiction. Borrower hereby irrevocably submits to the
non-exclusive jurisdiction of any Ohio state or federal court sitting in Cleveland, Ohio, over any
action or proceeding arising out of or relating to this Agreement, the Obligations or any Related
Writing (except as otherwise set forth in any Loan Document executed by a Foreign Subsidiary), and
Borrower hereby irrevocably agrees that all claims in respect of such action or proceeding may be
heard and determined in such Ohio state or federal court. Borrower, on behalf of itself and its
Subsidiaries, hereby irrevocably waives, to the fullest extent permitted by law, any objection it
may now or hereafter have to the laying of venue in any action or proceeding in any such court as
well as any right it may now or hereafter have to remove such action or proceeding, once commenced,
to another court on the grounds of FORUM NON CONVENIENS or otherwise. Borrower agrees that a
final, non-appealable judgment in any such action or proceeding shall be conclusive and may be
enforced in other jurisdictions by suit on the judgment or in any other manner provided by law.

[Remainder of page left intentionally blank]

85

 

     JURY TRIAL WAIVER. TO THE EXTENT PERMITTED BY LAW, BORROWER, AGENT AND EACH
LENDER WAIVE ANY RIGHT TO HAVE A JURY PARTICIPATE IN RESOLVING ANY DISPUTE, WHETHER SOUNDING IN
CONTRACT, TORT OR OTHERWISE, AMONG BORROWER, AGENT AND THE LENDERS, OR ANY THEREOF, ARISING OUT OF,
IN CONNECTION WITH, RELATED TO, OR INCIDENTAL TO THE RELATIONSHIP ESTABLISHED AMONG THEM IN
CONNECTION WITH THIS AGREEMENT OR ANY NOTE OR OTHER INSTRUMENT, DOCUMENT OR AGREEMENT EXECUTED OR
DELIVERED IN CONNECTION HEREWITH OR THE TRANSACTIONS RELATED THERETO.

     IN WITNESS WHEREOF, the parties have executed and delivered this Credit Agreement as of the
date first set forth above.

	 	 	 	 	 	 	 	 	 
	Address: 	 	400 N. Ashley Dr., Suite 2800	 	SYKES ENTERPRISES, INCORPORATED
	 	
	 

	 	Tampa, Florida 33602
Attn: Chief Financial Officer
	 	
By:	 	
/s/ W. Michael Kipphut	 	 
	 

	 	 
	 	Name:
	 	W.
Michael Kipphut

	 	 
	 

	 	 	 	Title:
	 	Senior
Vice President and 
Chief Financial Officer

	 	 
	 

	 	 	 	 	 	 

	 	 

Signature Page 1 of 11 to

Credit Agreement

 

 

	 	 	 	 	 	 	 	 	 
	Address: 	 	127 Public Square	 	KEYBANK NATIONAL ASSOCIATION,
	 	 
	 	 	Cleveland, Ohio 44114-1306	 	   as Agent and as a Lender	 	 
	 

	 	Attn: Institutional Bank	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 
	 

	 	 	 	By:	 	/s/ Jennifer O’Brien	 	 
	 

	 	 	 	 	 	 

Jennifer O’Brien
	 	 
	 

	 	 	 	 	 	Vice President	 	 

Signature Page 2 of 11 to

Credit Agreement

 

 

	 	 	 	 	 	 	 	 	 
	Address: 	 	101 E. Kennedy Boulevard	 	BANK OF AMERICA, N.A.,	 	 
	 	 	Tampa, Florida 33602	 	   as Syndication Agent and as a Lender	 	 
	 

	 	Attention: Cameron S. Cardozo	 	 	 	 	 	 
	 

	 	 	 	By:	 	/s/ Cameron S. Cardozo	 	 
	 

	 	 	 	 	 	 

Cameron S. Cardozo
	 	 
	 

	 	 	 	 	 	Senior Vice President	 	 

Signature Page 3 of 11 to

Credit Agreement

 

 

	 	 	 	 	 	 	 	 	 	 	 
	Address:	 		 	 	 	RBS CITIZENS, NATIONAL ASSOCIATION,	 	 
	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	   as Documentation Agent and as a Lender	 	 
	 	 	 	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	 
	 

	 	Attention:
	 	 	 	By:	 	/s/ Cindy Chen	 	 
	 

	 	 	 	 

	 	Name:
	 	Cindy Chen

	 	 
	 

	 	 	 	 	 	 	 	 	 	 
	 

	 	 	 	 	 	Title:	 	Senior Vice President	 	 
	 

	 	 	 	 	 	 	 	 	 	 

Signature Page 4 of 11 to

Credit Agreement

 

 

	 	 	 	 	 	 	 	 	 	 	 
	Address:	 		 	 	 	HSBC BANK USA, NATIONAL ASSOCIATION,	 	 
	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	   as a Co-Managing Agent and as a Lender	 	 
	 	 	 	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	 
	 

	 	Attention:
	 	 	 	By:	 	/s/ Shawn Alexander	 	 
	 

	 	 	 	 

	 	Name:
	 	Shawn Alexander

	 	 
	 

	 	 	 	 	 	 	 	 	 	 
	 

	 	 	 	 	 	Title:	 	Vice President	 	 
	 

	 	 	 	 	 	 	 	 	 	 

Signature Page 5 of 11 to

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	Address:	 		 	 	 	TORONTO DOMINION (NEW YORK), LLC,	 	 
	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	   as a Co-Managing Agent and as a Lender	 	 
	 	 	 	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	 
	 

	 	Attention:
	 	 	 	By:	 	/s/ Deborah Gravinese	 	 
	 

	 	 	 	 

	 	Name:
	 	Deborah Gravinese

	 	 
	 

	 	 	 	 	 	 	 	 	 	 
	 

	 	 	 	 	 	Title:	 	Vice President	 	 
	 

	 	 	 	 	 	 	 	 	 	 

Signature Page 6 of 11 to

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	Address:	 		 	 	 	JPMORGAN CHASE BANK, N.A.,	 	 
	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	   as a Lender	 	 
	 	 	 	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	 
	 

	 	Attention:
	 	 	 	By:	 	/s/ John A. Horst	 	 
	 

	 	 	 	 

	 	Name:
	 	John A. Horst

	 	 
	 

	 	 	 	 	 	 	 	 	 	 
	 

	 	 	 	 	 	Title:	 	Vice President	 	 
	 

	 	 	 	 	 	 	 	 	 	 

Signature Page 7 of 11 to

Credit Agreement

 

 

	 	 	 	 	 	 	 	 	 	 	 
	Address:	 		 	 	 	U.S. BANK NATIONAL ASSOCIATION,	 	 
	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	   as a Lender	 	 
	 	 	 	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	 
	 

	 	Attention:
	 	 	 	By:	 	/s/ Patrick McGraw	 	 
	 

	 	 	 	 

	 	Name:
	 	Patrick McGraw

	 	 
	 

	 	 	 	 	 	 	 	 	 	 
	 

	 	 	 	 	 	Title:	 	Vice President	 	 
	 

	 	 	 	 	 	 	 	 	 	 

Signature Page 8 of 11 to

Credit Agreement

 

 

	 	 	 	 	 	 	 	 	 
	Address:	 	200 W. Forsyth Street, 2nd Floor	 	BRANCH BANKING & TRUST COMPANY,	 	 
	 	 	Jacksonville, Florida 32202	 	   as a Lender	 	 
	 

	 	Attention: Charles W. Buchholz
	 	
By:	 	
/s/ Charles W. Buchholz	 	 
	 

	 	 	 	 	 	 

Charles W. Buchholz
	 	 
	 

	 	 	 	 	 	Senior Vice President	 	 

Signature Page 9 of 11 to

Credit Agreement

 

 

	 	 	 	 	 	 	 	 	 	 	 
	Address:	 		 	 	 	COMERICA BANK,	 	 
	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	   as a Lender	 	 
	 	 	 	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	 
	 

	 	Attention:
	 	 	 	By:	 	/s/ Gerald R. Finney, Jr.	 	 
	 

	 	 	 	 

	 	Name:
	 	Gerald R. Finney, Jr.

	 	 
	 

	 	 	 	 	 	 	 	 	 	 
	 

	 	 	 	 	 	Title:	 	Senior Vice President	 	 
	 

	 	 	 	 	 	 	 	 	 	 

Signature Page 10 of 11 to

Credit Agreement

 

 

	 	 	 	 	 	 	 	 	 	 	 
	Address:	 		 	 	 	THE NORTHERN TRUST COMPANY,	 	 
	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	   as a Lender	 	 
	 	 	 	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	 
	 

	 	Attention:
	 	 	 	By:	 	/s/ Laurie Kieta	 	 
	 

	 	 	 	 

	 	Name:
	 	Laurie Kieta

	 	 
	 

	 	 	 	 	 	 	 	 	 	 
	 

	 	 	 	 	 	Title:	 	Vice President	 	 
	 

	 	 	 	 	 	 	 	 	 	 

Signature Page 11 of 11 to

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SCHEDULE 1

GUARANTORS OF PAYMENT

McQueen International Incorporated, a California corporation

Sykes E-Commerce, Incorporated, a Delaware corporation

Sykes Enterprises — South Africa, Inc., a Florida corporation

Sykes Global Holdings, LLC, a Delaware limited liability company

Sykes LP Holdings, LLC, a Delaware limited liability company

Sykes Realty, Inc., a Florida corporation

Sykes Acquisition, LLC, a Florida limited liability company

E-1

 

SCHEDULE 2

PLEDGED SECURITIES

	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	Certificate	 	Ownership
	Pledgor	 	Name of Subsidiary	 	Jurisdiction	 	Shares	 	Number	 	Percentage
	Sykes LP Holdings, LLC
	 	Sykes (Bermuda) Holdings Limited	 	Bermuda	 	 	780,005	 	 	 	2	 	 	 	65	%*

 

			
	*	 	100% of non-voting shares and equity interests and 65% of voting shares or equity interest
constitute Pledged Securities

E-2

 

SCHEDULE 2.3

TERM LOAN PAYMENT AMOUNT

	 	 	 	 	 
	Date	 	Payment Amount
	June 30, 2010
	 	$	2,500,000	 
	September 30, 2010
	 	$	2,500,000	 
	December 31, 2010
	 	$	2,500,000	 
	March 31, 2011
	 	$	3,750,000	 
	June 30, 2011
	 	$	3,750,000	 
	September 30, 2011
	 	$	3,750,000	 
	December 31, 2011
	 	$	3,750,000	 
	March 31, 2012
	 	$	5,000,000	 
	June 30, 2012
	 	$	5,000,000	 
	September 30, 2012
	 	$	5,000,000	 
	December 31, 2012
	 	$	5,000,000	 

E-3

 

EXHIBIT A

FORM OF

REVOLVING CREDIT NOTE

			
	 	 	 
	$                    
	 	February 2, 2010

     FOR VALUE RECEIVED, the undersigned, SYKES ENTERPRISES, INCORPORATED (“Borrower”), promises to
pay, on the last day of the Commitment Period, as defined in the Credit Agreement (as hereinafter
defined), to the order of                     
(“Lender”) at the main office of KEYBANK NATIONAL ASSOCIATION,
as Agent, as hereinafter defined, 127 Public Square, Cleveland, Ohio 44114-1306 the principal sum
of

							
	 	 	 	 	 	 	 
	[_____________________________________________

	 	AND 00/100]
	 	_________________________________________	 	DOLLARS

or the aggregate unpaid principal amount of all Revolving Loans, as defined in the Credit
Agreement, made by Lender to Borrower pursuant to Section 2.2(a) of the Credit Agreement, whichever
is less (or, in the event of currency fluctuations on Alternate Currency Loans, such greater amount
as may be outstanding), in lawful money of the United States of America; provided that Revolving
Loans that are Alternate Currency Loans, as defined in the Credit Agreement, shall be payable in
the applicable Alternate Currency, as defined in the Credit Agreement, at the place or places
designated in the Credit Agreement. Borrower also agrees to pay any additional amount that is
required to be paid pursuant to Section 10.21 of the Credit Agreement.

     As used herein, “Credit Agreement” means the Credit Agreement dated as of February 2, 2010,
among Borrower, the Lenders, as defined therein, and KeyBank National Association, as the lead
arranger, sole book runner and administrative agent for the Lenders (“Agent”), Bank of America,
N.A., as syndication agent, RBS Citizens, National Association, as documentation agent, and HSBC
Bank USA, National Association and Toronto Dominion (New York), LLC, each as a co-managing agent,
as the same may from time to time be amended, restated or otherwise modified. Each capitalized
term used herein that is defined in the Credit Agreement and not otherwise defined herein shall
have the meaning ascribed to it in the Credit Agreement.

     Borrower also promises to pay interest on the unpaid principal amount of each Revolving Loan
from time to time outstanding, from the date of such Revolving Loan until the payment in full
thereof, at the rates per annum that shall be determined in accordance with the provisions of
Section 2.4(a) of the Credit Agreement. Such interest shall be payable on each date provided for
in such Section 2.4(a); provided that interest on any principal portion that is not paid when due
shall be payable on demand.

     The portions of the principal sum hereof from time to time representing Base Rate Loans and
LIBOR Fixed Rate Loans, interest owing thereon and payments of principal and interest of any
thereof, shall be shown on the records of Lender by such method as Lender may generally employ;
provided that failure to make any such entry shall in no way detract from the obligations of
Borrower under this Note.

E-4

 

     If this Note shall not be paid at maturity, whether such maturity occurs by reason of lapse of
time or by operation of any provision for acceleration of maturity contained in the Credit
Agreement, the principal hereof and the unpaid interest thereon shall bear interest, pursuant to
the terms of the Credit Agreement, until paid, at a rate per annum equal to the Default Rate. All
payments of principal of and interest on this Note shall be made in immediately available funds.

     This Note is one of the Revolving Credit Notes referred to in the Credit Agreement and is
entitled to the benefits thereof. Reference is made to the Credit Agreement for a description of
the right of the undersigned to anticipate payments hereof, the right of the holder hereof to
declare this Note due prior to its stated maturity, and other terms and conditions upon which this
Note is issued.

     Except as expressly provided in the Credit Agreement, Borrower expressly waives presentment,
demand, protest and notice of any kind. This Note shall be governed by and construed in accordance
with the laws of the State of Ohio, without regard to conflicts of laws provisions.

     JURY TRIAL WAIVER. BORROWER, TO THE EXTENT PERMITTED BY LAW, HEREBY WAIVES ANY RIGHT
TO HAVE A JURY PARTICIPATE IN RESOLVING ANY DISPUTE, WHETHER SOUNDING IN CONTRACT, TORT OR
OTHERWISE, AMONG BORROWER, AGENT AND THE LENDERS, OR ANY THEREOF, ARISING OUT OF, IN CONNECTION
WITH, RELATED TO, OR INCIDENTAL TO THE RELATIONSHIP ESTABLISHED AMONG THEM IN CONNECTION WITH THIS
NOTE OR ANY OTHER NOTE OR INSTRUMENT, DOCUMENT OR AGREEMENT EXECUTED OR DELIVERED IN CONNECTION
HEREWITH OR THE TRANSACTIONS RELATED THERETO.

	 	 	 	 	 
	 	 	SYKES ENTERPRISES, INCORPORATED
	 
	 	 	 	 
	 

	 	By:	 	 
	 

	 	 	 	 
	 

	 	Name:	 	 
	 

	 	 	 	 
	 

	 	Title:	 	 
	 

	 	 	 	 

E-5

 

EXHIBIT B

FORM OF

SWING LINE NOTE

			
	 	 	 
	$10,000,000
	 	February 2, 2010

     FOR VALUE RECEIVED, the undersigned, SYKES ENTERPRISES, INCORPORATED, a Florida corporation
(“Borrower”), promises to pay to the order of KEYBANK NATIONAL ASSOCIATION (“Swing Line Lender”) at
the main office of KEYBANK NATIONAL ASSOCIATION, as Agent, as hereinafter defined, 127 Public
Square, Cleveland, Ohio 44114-1306 the principal sum of

					
	 	 	 	 	 
	TEN MILLION AND 00/100
	 	____________________________________________________________________________	 	DOLLARS

or the aggregate unpaid principal amount of all Swing Loans, as defined in the Credit Agreement (as
hereinafter defined), made by the Swing Line Lender to Borrower pursuant to Section 2.2(c) of the
Credit Agreement, whichever is less, in lawful money of the United States of America on the earlier
of the last day of the Commitment Period, as defined in the Credit Agreement, or, with respect to
each Swing Loan, the Swing Loan Maturity Date applicable thereto.

     As used herein, “Credit Agreement” means the Credit Agreement dated as of February 2, 2010,
among Borrower, the Lenders, as defined therein, and KeyBank National Association, as the lead
arranger, sole book runner and administrative agent for the Lenders (“Agent”), Bank of America,
N.A., as syndication agent, RBS Citizens, National Association, as documentation agent, and HSBC
Bank USA, National Association and Toronto Dominion (New York), LLC, each as a co-managing agent,
as the same may from time to time be amended, restated or otherwise modified. Each capitalized
term used herein that is defined in the Credit Agreement and not otherwise defined herein shall
have the meaning ascribed to it in the Credit Agreement.

     Borrower also promises to pay interest on the unpaid principal amount of each Swing Loan from
time to time outstanding, from the date of such Swing Loan until the payment in full thereof, at
the rates per annum that shall be determined in accordance with the provisions of Section 2.4(b) of
the Credit Agreement. Such interest shall be payable on each date provided for in such Section
2.4(b); provided that interest on any principal portion that is not paid when due shall be payable
on demand.

     The principal sum hereof from time to time and the payments of principal and interest thereon,
shall be shown on the records of Swing Line Lender by such method as Swing Line Lender may
generally employ; provided that failure to make any such entry shall in no way detract from the
obligation of Borrower under this Note.

     If this Note shall not be paid at maturity, whether such maturity occurs by reason of lapse of
time or by operation of any provision for acceleration of maturity contained in the Credit
Agreement, the principal hereof and the unpaid interest thereon shall bear interest, pursuant to
the terms of the Credit Agreement, until paid, at a rate per annum equal to the Default Rate. All
payments of principal of and interest on this Note shall be made in immediately available funds.

E-6

 

     This Note is the Swing Line Note referred to in the Credit Agreement and is entitled to the
benefits thereof. Reference is made to the Credit Agreement for a description of the right of the
undersigned to anticipate payments hereof, the right of the holder hereof to declare this Note due
prior to its stated maturity, and other terms and conditions upon which this Note is issued.

     Except as expressly provided in the Credit Agreement, Borrower expressly waives presentment,
demand, protest and notice of any kind. This Note shall be governed by and construed in accordance
with the laws of the State of Ohio, without regard to conflicts of laws provisions.

     JURY TRIAL WAIVER. BORROWER, TO THE EXTENT PERMITTED BY LAW, HEREBY WAIVES ANY RIGHT TO HAVE
A JURY PARTICIPATE IN RESOLVING ANY DISPUTE, WHETHER SOUNDING IN CONTRACT, TORT OR OTHERWISE, AMONG
BORROWER, AGENT AND THE LENDERS, OR ANY THEREOF, ARISING OUT OF, IN CONNECTION WITH, RELATED TO, OR
INCIDENTAL TO THE RELATIONSHIP ESTABLISHED AMONG THEM IN CONNECTION WITH THIS NOTE OR ANY OTHER
NOTE OR INSTRUMENT, DOCUMENT OR AGREEMENT EXECUTED OR DELIVERED IN CONNECTION HEREWITH OR THE
TRANSACTIONS RELATED THERETO.

	 	 	 	 	 
	 	 	SYKES ENTERPRISES, INCORPORATED
	 
	 	 	 	 
	 

	 	By:	 	 
	 

	 	 	 	 
	 

	 	Name:	 	 
	 

	 	 	 	 
	 

	 	Title:	 	 
	 

	 	 	 	 

E-7

 

EXHIBIT C

FORM OF

TERM NOTE

			
	 	 	 
	$                    
	 	February 2, 2010

     FOR VALUE RECEIVED, the undersigned, SYKES ENTERPRISES, INCORPORATED, a Florida corporation
(“Borrower”), promises to pay to the order of [                    ] (“Lender”) at the main office of KEYBANK
NATIONAL ASSOCIATION, as Agent, as hereinafter defined, 127 Public Square, Cleveland, Ohio
44114-1306 the principal sum of

			
	 	 	 
	________________________________________________________________________________________________	 	DOLLARS

in lawful money of the United States of America in consecutive principal payments as set forth in
the Credit Agreement (as hereinafter defined).

     As used herein, “Credit Agreement” means the Credit Agreement dated as of February 2, 2010,
among Borrower, the Lenders, as defined therein, and KeyBank National Association, as the lead
arranger, sole book runner and administrative agent for the Lenders (“Agent”), Bank of America,
N.A., as syndication agent, RBS Citizens, National Association, as documentation agent, and HSBC
Bank USA, National Association and Toronto Dominion (New York), LLC, each as a co-managing agent,
as the same may from time to time be amended, restated or otherwise modified. Each capitalized
term used herein that is defined in the Credit Agreement and not otherwise defined herein shall
have the meaning ascribed to it in the Credit Agreement.

     Borrower also promises to pay interest on the unpaid principal amount of the Term Loan from
time to time outstanding, from the date of the Term Loan until the payment in full thereof, at the
rates per annum that shall be determined in accordance with the provisions of Section 2.4(c) of the
Credit Agreement. Such interest shall be payable on each date provided for in such Section 2.4(c);
provided that interest on any principal portion that is not paid when due shall be payable on
demand.

     The portions of the principal sum hereof from time to time representing Base Rate Loans and
Eurodollar Loans, interest owing thereon, and payments of principal and interest of any thereof,
shall be shown on the records of Lender by such method as Lender may generally employ; provided
that failure to make any such entry shall in no way detract from the obligations of Borrower under
this Note.

     If this Note shall not be paid at maturity, whether such maturity occurs by reason of lapse of
time or by operation of any provision for acceleration of maturity contained in the Credit
Agreement, the principal hereof and the unpaid interest thereon shall bear interest, pursuant to
the terms of the Credit Agreement, until paid, at a rate per annum equal to the Default Rate. All
payments of principal of and interest on this Note shall be made in immediately available funds.

     This Note is one of the Term Notes referred to in the Credit Agreement and is entitled to the
benefits thereof. Reference is made to the Credit Agreement for a description of the right of

E-8

 

the undersigned to anticipate payments hereof, the right of the holder hereof to declare this Note
due prior to its stated maturity, and other terms and conditions upon which this Note is issued.

     Except as expressly provided in the Credit Agreement, Borrower expressly waives presentment,
demand, protest and notice of any kind. This Note shall be governed by and construed in accordance
with the laws of the State of Ohio, without regard to conflicts of laws provisions.

     JURY TRIAL WAIVER. BORROWER, TO THE EXTENT PERMITTED BY LAW, HEREBY WAIVES ANY RIGHT
TO HAVE A JURY PARTICIPATE IN RESOLVING ANY DISPUTE, WHETHER SOUNDING IN CONTRACT, TORT OR
OTHERWISE, AMONG BORROWER, AGENT AND THE LENDERS, OR ANY THEREOF, ARISING OUT OF, IN CONNECTION
WITH, RELATED TO, OR INCIDENTAL TO THE RELATIONSHIP ESTABLISHED AMONG THEM IN CONNECTION WITH THIS
NOTE OR ANY OTHER NOTE OR INSTRUMENT, DOCUMENT OR AGREEMENT EXECUTED OR DELIVERED IN CONNECTION
HEREWITH OR THE TRANSACTIONS RELATED THERETO.

	 	 	 	 	 	 	 
	 	 	SYKES ENTERPRISES, INCORPORATED	 	 
	 
	 	 	 	 	 	 
	 

	 	By:	 	 	 	 
	 

	 	 	 	 	 	 
	 

	 	Name:	 	 	 	 
	 

	 	 	 	 	 	 
	 

	 	Title:	 	 	 	 
	 

	 	 	 	 

	 	 

E-9

 

EXHIBIT D

FORM OF

NOTICE OF LOAN

[Date]
                    , 20____

KeyBank National Association, as Agent

127 Public Square

Cleveland, Ohio 44114-0616

Attention: Institutional Bank

Ladies and Gentlemen:

     The undersigned, Sykes Enterprises, Incorporated (“Borrower”), refers to the Credit Agreement,
dated as of February 2, 2010 (“Credit Agreement”, the terms defined therein being used herein as
therein defined), among the undersigned, the Lenders, as defined in the Credit Agreement, and
KeyBank National Association, as the lead arranger, sole book runner and administrative agent for
the Lenders (“Agent”), Bank of America, N.A., as syndication agent, RBS Citizens, National
Association, as documentation agent, and HSBC Bank USA, National Association and Toronto Dominion
(New York), LLC, each as a co-managing agent, and hereby give you notice, pursuant to Section 2.6
of the Credit Agreement that Borrower hereby requests [a Loan (the “Proposed Loan”)][an interest
rate change with respect to a portion of a Term Loan (the “Term Loan Interest Change”)], and in
connection therewith sets forth below the information relating to the [Proposed Loan][Term Loan
Interest Change] as required by Section 2.6 of the Credit Agreement:

	 	(a)	 	The Business Day of the [Proposed Loan][Term Loan Interest Change]
is ___, 20_.
	 
	 	(b)	 	The amount of the [Proposed Loan][Term Loan Interest Change]
is $                    .
	 
	 	(c)	 	The [Proposed Loan][Term Loan Interest Change] is to be a Base Rate
Loan ___/ Eurodollar Loan ___/ Alternate Currency Loan ___/
Swing Loan ___. (Check one.)
	 
	 	(d)	 	If the Proposed Loan is an Alternate Currency Loan, the Alternate Currency
requested is                     .
	 
	 	(e)	 	If the [Proposed Loan][Term Loan Interest Change] is a LIBOR Fixed Rate Loan,
the Interest Period requested is: one month ___, two months ___, three months ___, six
months ___.

(Check one.)

E-10

 

The undersigned hereby certifies on behalf of Borrower that the following statements are true on
the date hereof, and will be true on the date of the [Proposed Loan][Term Loan Interest Change]:

     (i) the representations and warranties contained in each Loan Document are true and
correct in all material respects, before and after giving effect to the [Proposed Loan][Term
Loan Interest Change] and the application of the proceeds therefrom, as though made on and
as of such date;

     (ii) no event has occurred and is continuing, or would result from such [Proposed
Loan][Term Loan Interest Change], or the application of proceeds therefrom, that constitutes
a Default or Event of Default; and

     (iii) the conditions set forth in Section 2.6 and Article IV of the Credit Agreement
have been satisfied.

	 	 	 	 	 	 	 
	 	 	SYKES ENTERPRISES, INCORPORATED	 	 
	 
	 	 	 	 	 	 
	 

	 	By:	 	 	 	 
	 

	 	Name:
	 	 

	 	 
	 

	 	Title:
	 	 

	 	 
	 

	 	 	 	 

	 	 

E-11

 

EXHIBIT E

FORM OF

COMPLIANCE CERTIFICATE

For Fiscal Quarter ended                                         

THE UNDERSIGNED HEREBY CERTIFIES THAT:

     (1) I am the duly elected President or Chief Financial Officer of Sykes Enterprises,
Incorporated, a Florida corporation (“Borrower”);

     (2) I am familiar with the terms of that certain Credit Agreement, dated as of February 2,
2010, among Borrower, the lenders from time to time party thereto (together with their respective
successors and assigns, collectively, the “Lenders”), as defined in the Credit Agreement, and
KeyBank National Association as Agent, Bank of America, N.A., as syndication agent, RBS Citizens,
National Association, as documentation agent, and HSBC Bank USA, National Association and Toronto
Dominion (New York), LLC, each as a co-managing agent, (as the same may from time to time be
amended, restated or otherwise modified, the “Credit Agreement”, the terms defined therein being
used herein as therein defined), and the terms of the other Loan Documents, and I have made, or
have caused to be made under my supervision, a review in reasonable detail of the transactions and
condition of Borrower and its Subsidiaries during the accounting period covered by the attached
financial statements;

     (3) The review described in paragraph (2) above did not disclose, and I have no knowledge of,
the existence of any condition or event that constitutes or constituted a Default or Event of
Default, at the end of the accounting period covered by the attached financial statements or as of
the date of this Certificate;

     (4) The representations and warranties made by Borrower contained in each Loan Document are
true and correct in all material respects as though made on and as of the date hereof; and

     (5) Set forth on Attachment I hereto are calculations of the financial covenants set forth in
Section 5.7 of the Credit Agreement, which calculations show compliance with the terms thereof.

     IN
WITNESS WHEREOF, I have signed this certificate the ___ day of ___, 20___.

	 	 	 	 	 
	 	 	SYKES ENTERPRISES, INCORPORATED
	 
	 	 	 	 
	 

	 	By:	 	 
	 

	 	 	 	 
	 

	 	Name:	 	 
	 

	 	 	 	 
	 

	 	Title:	 	 
	 

	 	 	 	 

E-12

 

EXHIBIT F

FORM OF

ASSIGNMENT AND ACCEPTANCE AGREEMENT

     This Assignment and Acceptance Agreement (this “Assignment Agreement”) between
                                         (the “Assignor”) and                                     
     (the “Assignee”) is dated as of
                    , 20_. The parties hereto agree as follows:

     1. Preliminary Statement. Assignor is a party to a Credit Agreement, dated as of
February 2, 2010 (as the same may from time to time be amended, restated or otherwise modified, the
“Credit Agreement”), among Sykes Enterprises, Incorporated, a Florida corporation (“Borrower”), the
lenders from time to time party thereto (together with their respective successors and assigns,
collectively, the “Lenders” and, individually, each a “Lender”), and KeyBank National Association,
as the lead arranger, sole book runner and administrative agent for the Lenders (“Agent”), Bank of
America, N.A., as syndication agent, RBS Citizens, National Association, as documentation agent,
and HSBC Bank USA, National Association and Toronto Dominion (New York), LLC, each as a co-managing
agent. Capitalized terms used herein and not otherwise defined herein shall have the meanings
attributed to them in the Credit Agreement.

     2. Assignment and Assumption. Assignor hereby sells and assigns to Assignee, and
Assignee hereby purchases and assumes from Assignor, an interest in and to Assignor’s rights and
obligations under the Credit Agreement, effective as of the Assignment Effective Date (as
hereinafter defined), equal to the percentage interest specified on Annex 1 hereto
(hereinafter, the “Assigned Percentage”) of Assignor’s right, title and interest in and to (a) the
Commitment, (b) any Loan made by Assignor that is outstanding on the Assignment Effective Date, (c)
Assignor’s interest in any Letter of Credit outstanding on the Assignment Effective Date, (d) any
Note delivered to Assignor pursuant to the Credit Agreement, and (e) the Credit Agreement and the
other Related Writings. After giving effect to such sale and assignment and on and after the
Assignment Effective Date, Assignee shall be deemed to have one or more Applicable Commitment
Percentages under the Credit Agreement equal to the Applicable Commitment Percentages set forth in
subpart II.A on Annex 1 hereto and an Assigned Amount as set forth on subpart I.B of
Annex 1 hereto (hereinafter, the “Assigned Amount”).

     3. Assignment Effective Date. The Assignment Effective Date (the “Assignment
Effective Date”) shall be [                     ___, ___] (or such other date agreed to by Agent). On or
prior to the Assignment Effective Date, Assignor shall satisfy the following conditions:

     (a) receipt by Agent of this Assignment Agreement, including Annex 1 hereto, properly
executed by Assignor and Assignee and accepted and consented to by Agent and, if necessary pursuant
to the provisions of Section 10.10(b) of the Credit Agreement, by Borrower;

     (b) receipt by Agent from Assignor of a fee of Three Thousand Five Hundred Dollars ($3,500),
if required by Section 10.10(d) of the Credit Agreement;

E-13

 

     (c) receipt by Agent from Assignee of an administrative questionnaire, or other similar
document, which shall include (i) the address for notices under the Credit Agreement, (ii) the
address of its Lending Office, (iii) wire transfer instructions for delivery of funds by Agent,
(iv) and such other information as Agent shall request; and

     (d) receipt by Agent from Assignor or Assignee of any other information required pursuant to
Section 10.10 of the Credit Agreement or otherwise necessary to complete the transaction
contemplated hereby.

     4. Payment Obligations. In consideration for the sale and assignment of Loans
hereunder, Assignee shall pay to Assignor, on the Assignment Effective Date, the amount agreed to
by Assignee and Assignor. Any interest, fees and other payments accrued prior to the Assignment
Effective Date with respect to the Assigned Amount shall be for the account of Assignor. Any
interest, fees and other payments accrued on and after the Assignment Effective Date with respect
to the Assigned Amount shall be for the account of Assignee. Each of Assignor and Assignee agrees
that it will hold in trust for the other party any interest, fees or other amounts which it may
receive to which the other party is entitled pursuant to the preceding sentence and to pay the
other party any such amounts which it may receive promptly upon receipt thereof.

     5. Credit Determination; Limitations on Assignor’s Liability. Assignee represents and
warrants to Assignor, Borrower, Agent and the Lenders (a) that it is capable of making and has made
and shall continue to make its own credit determinations and analysis based upon such information
as Assignee deemed sufficient to enter into the transaction contemplated hereby and not based on
any statements or representations by Assignor; (b) Assignee confirms that it meets the requirements
to be an assignee as set forth in Section 10.10 of the Credit Agreement; (c) Assignee confirms that
it is able to fund the Loans and the Letters of Credit as required by the Credit Agreement;
(d) Assignee agrees that it will perform in accordance with their terms all of the obligations
which by the terms of the Credit Agreement and the Related Writings are required to be performed by
it as a Lender thereunder; and (e) Assignee represents that it has reviewed each of the Loan
Documents. It is understood and agreed that the assignment and assumption hereunder are made
without recourse to Assignor and that Assignor makes no representation or warranty of any kind to
Assignee and shall not be responsible for (i) the due execution, legality, validity,
enforceability, genuineness, sufficiency or collectability of the Credit Agreement or any Related
Writings, (ii) any representation, warranty or statement made in or in connection with the Credit
Agreement or any of the Related Writings, (iii) the financial condition or creditworthiness of
Borrower or any Guarantor of Payment, (iv) the performance of or compliance with any of the terms
or provisions of the Credit Agreement or any of the Related Writings, (v) the inspection of any of
the property, books or records of Borrower, or (vi) the validity, enforceability, perfection,
priority, condition, value or sufficiency of any collateral securing or purporting to secure the
Loans or Letters of Credit. Neither Assignor nor any of its officers, directors, employees, agents
or attorneys shall be liable for any mistake, error of judgment, or action taken or omitted to be
taken in connection with the Loans, the Letters of Credit, the Credit Agreement or the Related
Writings, except for its or their own gross negligence or willful misconduct. Assignee appoints
Agent to take such action as agent on its

E-14

 

behalf and to exercise such powers under the Credit Agreement as are delegated to Agent by the
terms thereof.

     6. Indemnity. Assignee agrees to indemnify and hold Assignor harmless against any and
all losses, cost and expenses (including, without limitation, attorneys’ fees) and liabilities
incurred by Assignor in connection with or arising in any manner from Assignee’s performance or
non-performance of obligations assumed under this Assignment Agreement.

     7. Subsequent Assignments. After the Assignment Effective Date, Assignee shall have
the right pursuant to Section 10.10 of the Credit Agreement to assign the rights which are assigned
to Assignee hereunder, provided that (a) any such subsequent assignment does not violate any of the
terms and conditions of the Credit Agreement, any of the Related Writings, or any law, rule,
regulation, order, writ, judgment, injunction or decree and that any consent required under the
terms of the Credit Agreement or any of the Related Writings has been obtained, (b) the assignee
under such assignment from Assignee shall agree to assume all of Assignee’s obligations hereunder
in a manner satisfactory to Assignor, and (c) Assignee is not thereby released from any of its
obligations to Assignor hereunder.

     8. Reductions of Aggregate Amount of Commitments. If any reduction in the Total
Commitment Amount occurs between the date of this Assignment Agreement and the Assignment Effective
Date, the percentage of the Total Commitment Amount assigned to Assignee shall remain the
percentage specified in Section 1 hereof and the dollar amount of the Commitment of Assignee shall
be recalculated based on the reduced Total Commitment Amount.

     9. Acceptance of Agent; Notice by Assignor. This Assignment Agreement is conditioned
upon the acceptance and consent of Agent and, if necessary pursuant to Section 10.10 of the Credit
Agreement, upon the acceptance and consent of Borrower; provided, that the execution of this
Assignment Agreement by Agent and, if necessary, by Borrower is evidence of such acceptance and
consent.

     10. Entire Agreement. This Assignment Agreement embodies the entire agreement and
understanding between the parties hereto and supersedes all prior agreements and understandings
between the parties hereto relating to the subject matter hereof.

     11. Governing Law. This Assignment Agreement shall be governed by the laws of the
State of Ohio, without regard to conflicts of laws.

     12. Notices. Notices shall be given under this Assignment Agreement in the manner set
forth in the Credit Agreement. For the purpose hereof, the addresses of the parties hereto (until
notice of a change is delivered) shall be the address set forth under each party’s name on the
signature pages hereof.

E-15

 

     13. Counterparts. This Assignment Agreement may be executed in any number of
counterparts, by different parties hereto in separate counterparts and by facsimile signature, each
of which when so executed and delivered shall be deemed to be an original and all of which taken
together shall constitute but one and the same agreement.

[Remainder of page intentionally left blank.]

E-16

 

     14. JURY TRIAL WAIVER. EACH OF THE UNDERSIGNED, TO THE EXTENT PERMITTED BY LAW, WAIVES ANY
RIGHT TO HAVE A JURY PARTICIPATE IN RESOLVING ANY DISPUTE, WHETHER SOUNDING IN CONTRACT, TORT, OR
OTHERWISE, AMONG AGENT, ANY OF THE LENDERS, AND BORROWER, OR ANY THEREOF, ARISING OUT OF, IN
CONNECTION WITH, RELATED TO, OR INCIDENTAL TO THE RELATIONSHIP ESTABLISHED AMONG THEM IN CONNECTION
WITH THIS INSTRUMENT OR ANY NOTE OR OTHER AGREEMENT, INSTRUMENT OR DOCUMENT EXECUTED OR DELIVERED
IN CONNECTION THEREWITH OR THE TRANSACTIONS RELATED HERETO.

     IN WITNESS WHEREOF, the parties hereto have executed this Assignment Agreement by their duly
authorized officers as of the date first above written.

	 	 	 	 	 	 	 	 	 	 	 
	 

	 	 	 	 	 	 	 	ASSIGNOR:	 	 
	Address:
	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 
	 

	 	Attn:
	 	 	 	 	 	By:	 	 
	 

	 	 	 	 
	 	 	 	 	 	 
	 

	 	Phone:
	 	 	 	 	 	Name:	 	 
	 

	 	 	 	 
	 	 	 	 	 	 
	 

	 	Fax:
	 	 	 	 	 	Title:	 	 
	 

	 	 	 	 
	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 
	 

	 	 	 	 	 	 	 	ASSIGNEE:	 	 
	Address:
	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 
	 

	 	Attn:
	 	 	 	 	 	By:	 	 
	 

	 	 	 	 
	 	 	 	 	 	 
	 

	 	Phone:
	 	 	 	 	 	Name:	 	 
	 

	 	 	 	 
	 	 	 	 	 	 
	 

	 	Fax:
	 	 	 	 	 	Title:	 	 
	 

	 	 	 	 
	 	 	 	 	 	 
	 
	Accepted and Consented
to this ___ day of ___, 20__:	 	 	 	Accepted and Consented
to this ___ day of _______, 20__:
	 
	 	 	 	 	 	 	 	 	 	 
	KEYBANK NATIONAL ASSOCIATION,	 	 	 	[INSERT SIGNATURE
OF BORROWER IF REQUIRED]
	   as Agent	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	SYKES ENTERPRISES, INCORPORATED
	By:
	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	 
	Name:

	 	 	 	 	 	 	 	By:	 	 
	 	 	 	 	 	 	 	 	 
	Title:

	 	 	 	 	 	 	 	Name:	 	 
	 	 	 	 	 	 	 	 	 
	 

	 	 	 	 	 	 	 	Title:	 	 
	 

	 	 	 	 	 	 	 	 	 	 

E-17

 

ANNEX 1

TO

ASSIGNMENT AND ACCEPTANCE AGREEMENT

     On and after the Assignment Effective Date, after giving effect to all other assignments being
made by Assignor on the Assignment Effective Date, the Commitment of Assignee, and, if this is less
than an assignment of all of Assignor’s interest, Assignor, shall be as follows:

	 	 	 	 	 
	I. INTEREST BEING ASSIGNED TO ASSIGNEE
	 	 	 	 
	 
	 	 	 	 
	A. Revolving Credit Commitment
	 	 	 	 
	 
	 	 	 	 
	Applicable Commitment Percentage of
Revolving Credit Commitment
	 	 	%	 
	 
	 	 	 
	Assigned Amount
	 	$	 	 
	 
	 	 	 
	 
	 	 	 	 
	B. Term Loan Commitment
	 	 	 	 
	 
	 	 	 	 
	Applicable Commitment Percentage of
Term Loan Commitment
	 	 	%	 
	 
	 	 	 
	Assigned Amount
	 	$	 	 
	 
	 	 	 
	 
	 	 	 	 
	II. ASSIGNEE’S COMMITMENT (as of the Assignment Effective Date)
	 	 	 	 
	 
	 	 	 	 
	A. Revolving Credit Commitment
	 	 	 	 
	 
	 	 	 	 
	Applicable Commitment Percentage of
Revolving Credit Commitment
	 	 	%	 
	 
	 	 	 
	Assignee’s Revolving Credit Commitment amount
	 	$	 	 
	 
	 	 	 
	 
	 	 	 	 
	B. Term Loan Commitment
	 	 	 	 
	 
	 	 	 	 
	Applicable Commitment Percentage of
Term Loan Commitment
	 	 	%	 
	 
	 	 	 
	Assignee’s Term Loan Commitment amount
	 	$	 	 
	 
	 	 	 
	 
	 	 	 	 
	III. ASSIGNOR’S COMMITMENT (as of the Assignment Effective Date)
	 	 	 	 
	 
	 	 	 	 
	A. Revolving Credit Commitment
	 	 	 	 
	 
	 	 	 	 
	Applicable
Commitment Percentage of
Revolving Credit Commitment
	 	 	%	 
	 
	 	 	 
	Assignor’s remaining Revolving Credit
Commitment amount
	 	$	 	 
	 
	 	 	 
	 
	 	 	 	 
	B. Term Loan Commitment
	 	 	 	 
	 
	 	 	 	 
	Applicable Commitment Percentage of
Term Loan Commitment
	 	 	%	 
	 
	 	 	 
	Assignor’s remaining Term Loan
Commitment amount
	 	$	 	 
	 
	 	 	 

E-18

Source: [{"source": "alea-institute/alea-institute/kl3m-data-edgar-agreements/train-00167-of-00352.parquet"}, [{"source": "alea-institute/alea-institute/kl3m-data-edgar-agreements/train-00167-of-00352.parquet"}]]